MUNDARING SPORTING CLUB INCORPORATED

Transcription

1 DRAFT ONLY MUNDARING SPORTING CLUB INCORPORATED BAR MANAGEMENT BUSINESS OPERATIONS MANUAL As at 4 September 2017 [Type text]

2 BACKGROUND MUNDARING SPORTING CLUB INCORPORATED ABOUT THIS DOCUMENT This manual was prepared as a result of Club volunteers seeking clarification and consistency in the operation of the Club s Bar. A group workshop was held on the 6 th of October 2015 that elicited most of the items and issues that are contained in this manual. The original manual was endorsed and recommended by the Club s volunteer Review Group on the 12 th of January The Review Group s recommendation was duly ratified by the BOM on the 1 st of February On August 1 st 2016 the Club Vice President recommended and the BOM duly approved on the 3 rd of October 2016 that the manual be extended to include Statutory Compliance issues. As a result, the Club is now able to view this Manual as its full and complete single source of detail for all statutory and discretionary obligations in running its licensed premises. Accordingly, the Manual will satisfy all parties interested in general referencing and operational compliance of the Club s bar, namely: i. Authorised Officers - The Director of Liquor Licensing, Liquor Licensing Inspectors, The Department of Racing, Gaming and Liquor employees and Police Officers ii. The Bar Manager iii. Trainee RSA s iv. Bar Volunteers v. The BOM THE MANUAL S STRUCTURE Authorised Officers deem it an important compliance tool for Clubs to maintain an up to date Policy and Procedures Manual commonly called a Business Operations Manual. This manual meets this obligation by enabling easy access to the Club s bar policy, specific work instructions and statutory compliance. Accordingly, the manual has been structured as follows: Section Number Section Description 1 Policy Statements Effectively these are the Club specific rules for the Duty Managers and RSAs to apply in the operation of the Bar. These rules are pre-conditional requirements to the Club s Bar procedures. [Type text]

3 2 Work Instructions These are the Club s work instructions to RSA s and Duty Managers when physically operating the Bar and is structured as follows: i. BOM Administration these are the activities that the BOM will manage or have in place to enable Duty Managers and RSAs to perform their roles. ii. Bar General Setup these are the duties necessary to initiate to prepare the Bar for the sale of Bar items. iii. Bar Serving these procedures cover the main activities in the selling of alcohol, soft drinks and confectionery to Club patrons. iv. Bar Closure these are the duties necessary for the closure of the Bar and premises. v. Stock Management this section describes the activities required to Purchase Stock, Make Bar Price Changes, Restock Fridges and Stocktaking. 3 Detailed Work Instructions These are the detailed operating instructions for performing certain duties that are referred to in the General Work Instructions. 4 Statutory Compliance These are the obligations of the Club in operating its license in line with the Liquor Control Act 1988 and its amendments. The obligations include documentation for: i. Public Display ii. On Request from Authorities 5 Definitions expanded and standard meaning for positions, items, actions, etc used throughout the manual 6 Appendices tables, templates, images and worksheets that support tasks and requirements set down in this manual. Document Revisions Revision Number Date Reason 1 (Original) 1 February 2016 To formalise the Business Operations Manual 2 3 October 2016 Add Statutory and Discretionary Compliance 3 23 January 2017 Add Managing Bar Tabs 4 4 September 2017 Add Approval Page for the Board of Maagement [Type text]

4 Contents 1 POLICY STATEMENTS Club Constitution Liquor Sales Conditions Administration Bar Manager Responsibilities Operational Conditions Stock Management Glass Standard Measures WORK INSTRUCTIONS BOM ADMINISTRATION Bar Manager Registration RSA On The Job Training Operating Support... 4 [Type text] Access Bar Roster Bar Pricing Equipment Maintenance Beer Line Cleaning BAR OPERATING Opening The Premises Bar Setup Serving Bar Closure Premises Closure STOCK MANAGEMENT Stock Purchasing Bar Price Management Restocking Fridges Stocktaking DETAILED WORK INSTRUCTIONS... 10

5 4 STATUTORY OBLIGATIONS For Display On Request Discretionary Obligation Business Operations Manual DETAILED STATUTORY OBLIGATIONS For Display Club License Club Plan Duty Manager Tag On Request House Management Policy Code of Conduct Detailed Management Plan DEFINITIONS APPENDICES APPROVAL [Type text]

6 1 POLICY STATEMENTS The following rules apply to the Club s Bar Facility (Bar) and are mandated by BOM as pre-conditional to the Club s Procedures for the operation of the Bar: 1.1 Club Constitution Liquor Sales Conditions The following selection of rules is lifted directly from Section 47 of the Club s Constitution for the Supply and Sale of Liquor: i. A guest shall not be supplied with liquor in the Club s premises except on invitation of and in the company of that Member. ii. A guest shall be supplied with liquor to be consumed on the Club premises only. iii. The Member introducing a guest shall be responsible for the proper conduct of that guest whilst on the Club premises. iv. A Member may, at their expense, and with the approval of BOM, supply liquor to guests, without limitation as to number, at a function held by or on behalf of that Member, at the Club premises. v. Any person who has been refused Membership of the Club or who is under the suspension or expulsion from the Club shall not be admitted as a guest or any other Member of the Club. vi. No stranger shall be permitted to use the Club premises and no Member or other person shall admit any stranger to use the Club premises. 1.2 Administration i. An official copy of the Bar Management Business Operations Manual (this document) must be secured with all other official Bar documentation. ii. The Club security system must be enabled at the end of a shift. iii. The Bar Manager is appointed by the BOM on an annual basis in accordance with the Club s Bi-Laws. The successful officer will attend BOM meetings on request from the BOM. iv. The Club is responsible for the cost of the Liquor Licence and RSA and Restricted/Unrestricted Manager accreditation. See Accreditation Detail (3.1). ii. Access keys to the building and bar will be issued to all Restricted/Unrestricted Managers and RSAs. iii. Bar Pricing must be set to ensure a suitable % profit is achieved across all lines and the Membership is not unduly disadvantaged. iv. Amendments to this document (adds/changes/deletes) must be advised to all Duty Managers and RSAs. v. The BOM deems the Bar Roster as mandatory and essential. 1.3 Bar Manager Responsibilities i. All Liquor Control Act 1988 Statutory Obligations. ii. Bar policy issues. 1

7 iii. Bar operational issues. iv. Bar maintenance issues. v. Stock Purchasing. vi. Approve Trainee RSAs for operational independence. vii. Supervising the creation and ongoing maintenance of the Bar Roster. viii. Assist the BOM Executive with Bar Price reviews. 1.4 Operational Conditions The Bar must be operated with the following conditions being met: i. Bar Staff - only certified Bar Staff are permitted to operate the Bar. ii. An on shift Duty Manager. iii. Emergency Exit must be opened at the start of the shift as per Detailed Instruction (ii). iv. Evening Closure of Premises female Duty Managers or RSAs must be accompanied to the car park. v. Cask & bottled wines, liquors and tap beer are the only stock items that are sold as part units. vi. Authorised Trading Area - the Bar staff are only permitted to provide alcohol in the Licencing Court designated area Appendix Stock Management i. Bar Prices are to be reviewed bi-annually in February and September.. ii. Bar Stocktakes are to be performed at a minimum of four times a year. 1.6 Glass Standard Measures The following volumes are the standard measures from the Club Bar: i. Beer Middy/Half Pint 285ml ii. Beer Pint 570ml iii. Beer Jug 1140ml iv. Wine Glass 150ml v. Muscat - Port Glass vi. Galliano Port Glass vii. Green Ginger Glass Port glass viii. Nip 15ml ix. Double Nip 30ml NOTE: Whenever any doubt arises between the above Policy Statements, the Club Statutory Detailed Management Plan (the Plan in Section 5.2.3) and the Liquor Control Act 1988 (the Act), the Act will prevail followed by the Plan. 2

8 2 WORK INSTRUCTIONS These procedures are guidelines to Duty Managers, RSAs and Club members who are assigned responsibilities in the operation of the Club s bar facilities: NOTE: any detailed procedure associated with this section is detailed in Section 3. Accordingly, each task with a detailed procedure will be indicated with its associated Section 3 reference. 2.1 BOM ADMINISTRATION The following are all the given setups that the BOM will manage or have in place to enable Duty Managers and RSAs to perform their role in the bar of the Club: Bar Manager A Member of the Club is approved by BOM as the Bar Manager for the compliance and operational efficiency/integrity of the Bar. The role of the Bar Manager is detailed in Policy Registration Any individual who is involved with the sale, supply or service of alcohol in licensed premises is required, by law in Western Australia, to be suitably trained and certificated. Also, to operate licensed premises in WA the business must have a certified Licensee. Accordingly, the Club manages the online acquisition of the following statutory certificates from Clubs WA: i. Restricted/Unrestricted Manager The certificate satisfies the training requirement for persons applying for an Approved Manager ID card. Persons can only act as a Duty Manager if they hold an Approved Manager ID card. See Detailed Instruction 3.1 for the online accreditation process. ii. RSA This is the minimum certification required in Western Australia for the sale, supply or service of alcohol in licensed premises. NOTE: It is encouraged by the Club to have all RSAs consider upgrading their certification to Restricted/Unrestricted Manager status. Thus, there would be no requirement for two certificated volunteers to be in attendance when operating the bar. See Detailed Instruction 3.1 for the online accreditation process. iii. Club Licensee This position is held by the Club and a real person (not a business) is nominated as the Manager who is ultimately responsible for all the licence conditions imposed by the Department of Racing, Gaming and Liquor. See Detailed Instruction 3.1 for the online accreditation process. 3

9 iv. Register of Certificates The Register of all certificates is held by the Club and is maintained by the Bar Manager. The Certificates and associated Register is always available to authorised personnel and is secured in the Bar. See Appendices 7.2 for the current detail contained in the Register RSA On The Job Training As a duty of care all newly accredited RSAs will spend at least 10 hours under the direct supervision of an experienced RSA or Restricted/Unrestricted Manager. RSAs will be given operational independence by the Bar Manager as per Policy 1.3 (vi). Note: It is a minimum operational requirement that all new RSAs are familiar with and trained in the content of this document Operating Support The following will be in place to ensure bar setup and operation is given its due importance: Access The Club Secretary and House Coordinator will issue and record access key issues and returns for Duty Managers and RSAs Bar Roster The roster is a complex role with the need to take into account Section playing fixtures, third party hire, individual preferred working hours, physical ability, age, gender and general availability. The roster will be prepared, circulated and posted in the Bar under the supervision of the Bar Manager. Once agreed and circulated the Bar Manager expects that individuals will commit and manage their roster Bar Pricing Effective the first day of February and September each year the Bar Manager and BOM Executive implement a revised bar price duly ratified by the BOM Committee Equipment Maintenance The coordination of repairs to Bar equipment is done by the Bar Manager with the support of the BOM. Maintenance of Bar equipment has priority in the Club as it is likely to have Licensing Court and Health and Safety consequences. The Club s Executive will make without delay expenditure decisions on essential repairs and will give maintenance volunteers full support in their endeavours. Equipment that is likely to receive maintenance attention at some point in time includes the: a. Bulk Beer Line Chiller Unit b. Dositron Pump - Bulk Beer Line Cleaner. c. Gas Gauges and Lines. 4

10 d. Glass Washer. e. Ice Machine. f. Bar Hot Water System g. Fridge Cabinets h. Cold Room Refrigeration i. Bar Shutters j. Bar and Storage infrastructure Beer Line Cleaning Cleaning the residual lining in the bulk beer lines from the kegs in the cellar cold room to the point of sale at the Main Bar bulk beer taps is both a quality and health requirement. The exercise should be performed on a fortnightly basis, but can be driven by inactivity/slow sales (3.3.13). 2.2 BAR OPERATING The following procedures and instructions will enable RSAs and Duty Managers to deliver a standard and consistent service to the patrons of the Club s Bar: Opening The Premises In the case where the Club s Duty Managers and RSAs are the first to open the premises they will need to consider initiating all/some of the following: i. Main Door - open the premises with the Club issued key (3.2.1 (i)). ii. Security Alarm - disable the unit using the Club advised code (3.2.2). iii. Emergency Exit unlock the emergency door and ensure there are no egress obstructions (3.2.1 (ii)). iv. Lighting - depending on the configuration of the expected patrons for the shift the volunteer should consider turning on the Main, Trophy Room and Toilet door lights (3.2.3 (i)-(iii)). v. Air Conditioners - turn the two conditioners on if the temperature warrants it (3.2.4 (i) - (ii)). vi. Fans - the Main Hall and Trophy Room fans should be turned on if the temperature warrants it (3.2.4 (iii) - (iv)). 5

11 2.2.2 Bar Setup To commence the sale, supply or service of alcohol from the Club s Bar, Duty Managers and RSAs initiate the following start up procedures: i. Opening Bar Doors unlock the Bar door and shutters (3.3.1 (i)-(iv)). ii. Bar Lights - initialise all lights to the Bar, Bar cabinets, Store Room and Cool Room (3.3.3 (i)-(v)). iii. Bar Fans enable Bar fans if required ( (i)-(iii)). iv. Open External Servery if required, open the external servery window to serve bowling and patio patrons. (3.3.1 (v)). v. Duty Manager Tags - All Restricted/Unrestricted Managers have a Duty Manager tag available behind the bar door. On shift Duty Managers display their Duty Tags at the Bar entrance (3.3.2). vi. Emergency Exit check that the emergency door is open and ensure there are no egress obstructions (3.2.1 (ii)). vii. Keg Initialising initialise the gas as per viii. Hot Water - turn on the hot water that provides the service to both the Bar and Cellar cleaning (3.3.11). ix. Glass Washer turn on the Glass Washer (3.3.9). x. Initial Fill Of Ice obtain the ice left in the kitchen freezer and place it in the Ice Machine (see Closing Procedure (x)). xi. Ice Machine turn on the Ice Machine (3.3.10). xii. Water place a cold carafe of water with glasses on the bar to meet liquor licensing requirements (3.3.6). xiii. Lemon Garnish cut slices from the lemon available in the Bar fridge. Source lemons from the garden when required. xiv. Bar Runners and Drip Trays ensure the Bar Runners and Drip Trays are placed on the Bar to manage spillages (3.3.5). xv. Coasters ensure they are available on the bar and insist they are taken to the patrons tables (3.3.7). xvi. Fridge Cabinet Spill Trays - ensure the spill trays under the Bar cabinets are empty. If the trays are pooling they need to be emptied (3.3.12). 6

12 2.2.3 Serving These following procedures are directed at Duty Managers and RSAs, who by definition are in the practice of selling alcohol, soft drinks and confectionery to patrons: i. Volumes in millilitres for glasses and nips - alcohol volumes must be sold to match the table of volumes detailed in Policy 1.8. ii. Stubbie Holders provide stubbie holders to patrons for stubbies and cans issued for consumption on the premises (3.3.8). iii. On the job training this is a requirement for newly accredited RSAs in line with Policy 1.3 (vi) and will be monitored as per Administration Procedure RSAs in training should ensure their training is appropriately recorded and recognised. iv. Drip Trays manage the emptying of the drip tray as required during shift. v. Tables wipe down tables as customers vacate or in the case of a spillage. vi. Bar Housekeeping keep the Bar wiped over and organised during the course of serving. Good housekeeping is a Club desirable custom to meet Licensing and general health and safety outcomes. vii. Spillages any floor wet areas caused by mopping spillages must have the wet area spillage sign placed on the affected area. viii. Personal Hygiene in handling glasses, drink and food regularly use the hand cleaning water, soap and paper towel provided. ix. Rubbish Bin Management during shift the bins near the Bar door should be checked for transfer to the car park bins (3.3.16). Car park yellow recycling bins are for cans and stubbies. The blue bins are for general rubbish and must be stored in black garbage bags collection is refused if this rubbish is loose. Note: It is suggested the Club Member patrons could assist in this activity. x. Restocking given time, it is highly desirable that the fridge cabinets be restocked during the shift. In addition any product removed from the cool room should be replenished with warm product from the cellar store room. xi. Changing Kegs change kegs in the event of a keg running out (3.3.14) Bar Closure To close the Bar and premises after a day of trading, the Duty Managers and RSAs complete the following closure procedures: i. Bar Runners remove and basket used Bar Runners for laundering (3.3.5). ii. Coasters bin all used coasters. iii. Stubbie Holders collect all unreturned stubbie holders issued to patrons as per Detailed Instruction (3.3.8). iv. Bulk Beer Drip Trays ensure drip trays are emptied and washed clean (3.3.5). 7

13 v. Fridge Cabinet Spill Trays - ensure the spill trays under the Bar cabinets are empty (3.3.12). vi. Water place the cold carafe of water on the Bar into the fridge cabinet (3.3.6). vii. Lemon Garnish bin all unused lemon. viii. Glass Washer turn the washer off (3.3.9). ix. Ice Machine turn the machine off (3.3.10). x. All unused ice should be bagged and placed in the kitchen freezer as initial fill for the next shift. xi. Hot Water turn off the Hot Water System (3.3.11). xii. Keg Gas turn the gas off on the kegs (3.3.4). xiii. Close External Servery if open, close the external servery door (3.3.1 (ii)). xiv. Tables wipe down tables as customers vacate the premises. Ensure that all tables are free of any rubbish. xv. Restocking given time, it is highly desirable that the fridge cabinets and cold room be restocked before leaving the premises. xvi. Duty Manager Tag remove the Duty Tag at the Bar entrance and place it inside the Bar (3.3.2). xvii. Closing Bar turn off the Bar fans and all lights and fans to the Bar, Bar cabinets and Store Room. Close the shutters and Bar door. xviii. Rubbish Bin Management after shift the bins near the Bar door should be checked for transfer to the car park bins (3.3.16). Car park yellow recycling bins are for cans and stubbies. The blue bins are for general rubbish and must be stored in black garbage bags collection is refused if this rubbish is loose. Note: It is suggested the Club Member patrons could assist in this activity Premises Closure In the case where the Club s Duty Managers and RSAs are the last to leave the premises they initiate all/some of the following: i. Emergency Exit lock the emergency door (3.2.1 (ii)). ii. Air Conditioners - turn off the two conditioners if they are on (3.2.4 (i) - (ii)). iii. Fans - turn off the Main Hall and Trophy Room fans if they are on (3.2.4 (iii) - (iv)). iv. Lighting - turn off the Main, Trophy Room and Toilet door lights (3.2.3). v. Security Alarm - enable the unit using the Club advised code (3.2.2). vi. Main Door - close the premises with the Club issued key (3.2.1 (i)). 2.3 STOCK MANAGEMENT The following services assist in ensuring that the Bar is suitably stocked, secured and controlled: 8

14 2.3.1 Stock Purchasing Purchasing for the Bar is managed by the Bar Manager. Apart from bulk and certain carton beer that is acquired from Carlton United Breweries (CUB), all other alcohol is sourced from retail outlets such as Dan Murphy s, First Choice, Celebrations, etc. The benefit of this type of retail acquisition is that advantage can be taken of special deals that flow directly to the bottom line of the Club. See the Club s Detailed Instruction Bar Price Management Bar prices are mandated by the Club to be reviewed bi-annually for possible changes effective the 1 st of March and September. See the Club s Detailed Instruction Restocking Fridges The Bar Manager manages the quantity and variety of alcohol and soft drink that is refrigerated in the Bar fridge cabinets and store cold room. These quantities and varieties must be maintained to ensure sufficient cold product is available to the Club s patrons. In particular, replacing cool room stock with warm store stock is critical to the ongoing supply of cool beverages from the Bar fridge cabinets Stocktaking Stocktaking is the key to the management of Sales % Profit and associated reporting of Consolidated Profit. Stocktaking is done preferably every month using Wholesale value unit prices and is the consolidated value that is used to correctly report Closing Stock. See the Club s Detailed Instruction

15 3 DETAILED WORK INSTRUCTIONS These are the detailed operating instructions for performing certain duties that are referred to in the General Work Instructions. However, given there are close to 40 pages of images and written instructions it was considered prudent that these pages did not form part of this on-line reference document. 4 STATUTORY OBLIGATIONS Alcohol is no ordinary substance. It has the potential to cause harm if served or consumed in an irresponsible manner. As such, it is as a consequence of this that the sale, supply and consumption of liquor needs to be carefully regulated. In this context, one of the primary objects under section 5(1) of the Liquor Control Act 1988 and its amendments ( the Act ) is to minimise harm or ill health caused to people, or any group of people, due to the use of liquor. To this end, the Club is responsible for maintaining, displaying and providing legally required documentation within its licensed premises to minimise harm to its patrons. Legally required documentation must be accessible by all bar volunteers if requested to be sighted by patrons or statutory Authorised Officers¹. This documentation includes: 4.1 For Display i. Club License must contain the license number, name, type, and trading name. ii. Club Plan the plan of the physical area where alcohol can be consumed by Members/patrons. iii. Club Trading Name to be placed above the door entrance. iv. Duty Manager the Approved Manager or Licensee on duty. 4.2 On Request i. House Management Policy this is a generic statement of intent about the way the Club wishes to operate the premises and is supported by the Clubs Code of Conduct. ii. Code of Conduct this Code is a concise document that supports the House Management Policy and identifies the Club s commitment to managing intoxication, juveniles, complaints, duty of care and responsible server practices. iii. Detailed Management Plan this document identifies in detail how the House Management Policy and Code of Conduct will be implemented at the Club s licensed premises. iv. Incident Register this is to comply with Section 116A of the Liquor Control Act 1988 that requires the Club to maintain a register of incidents that take place on the licensed premises. 10

16 v. Training Register this is to comply with Section 103A (1) (b) of the Act that requires the Club to maintain a register that records the Club s volunteers information and their mandatory training compliance. ¹ Authorised Officers are: i. The Director of Liquor Licensing ii. Liquor Licensing Inspectors iii. The Department of Racing, Gaming and Liquor employees iv. Police Officers 4.3 Discretionary Obligation Business Operations Manual Authorised Officers deem a Business Operations Manual to be an important compliance tool to ensure consistency of performance. It also minimises volunteers making uninformed decisions. As a result, the Club has taken the opportunity to make its Bar Management Business Operations Manual (this manual) as its single source of detail for all statutory and discretionary obligations in running its licensed premises. Accordingly, this Manual contains the Club s version of the Act s Business Operations Manual, namely: i. Bar Management Policy these are Club specific policies to ensure that its bar volunteers are well versed in their obligations to operate the bar. ii. Work Instructions these are the Club s detailed Bar Operating Procedures. iii. Statutory Compliance these are the obligations of the Club in operating its license in line with the Liquor Control Act 1988 and its amendments. 11

17 5 DETAILED STATUTORY OBLIGATIONS The Club cannot open its premises for the service of alcohol without the following statutory obligations being in place: 5.1 For Display Documents and signs that will be publically displayed on the premises are: Club License i. Number ii. License Name Mundaring Sporting Club Incorporated iii. License Type Club iv. Trading Name Mundaring Sporting Club Incorporated. NOTE: this detail must be hung above the door entrance Club Plan This is the plan of the physical area where alcohol can be consumed by Members/patrons as displayed in Appendix 7.7, namely: i. Upper Floor Plan the Club Bar and Lounge area. ii. The Undercroft the level/area directly below the Upper Floor Plan. iii. Bowling Greens the area of the two Greens including the perimeter walkways. NOTE: the images in Appendix 7.7 are also displayed publicly on the notice board nearest to the Bar Entry Door Duty Manager Tag If the Bar is open for service, the Duty Manager of the Day will display his/her tag on the Duty Manager board located near the Bar Entry Door. 5.2 On Request Written documentation and procedures that must be available on request from Authorised Officers will be: House Management Policy It is the policy and the intent of the Licensee and Board of Management of the premises to provide a licensed venue that complies with the Act. It will be a place where the Members/public can enjoy hospitality, which includes the purchase and consumption of alcoholic beverages, in a responsible, friendly and safe environment. The Club aims to provide services of the highest quality by volunteers properly trained in the performance of their duties. 12

18 The obligations and rights of the licensee relating to the sale and consumption of liquor on licensed premises will be politely but firmly enforced Code of Conduct The following commitments reflect the Club s pledge to uphold its House Management Policy: i. The sale of liquor and its consumption in our premises is an essential part of our business and the Board of Management and volunteers are committed to operating our business in accordance with the laws pertaining to the sale and supply of liquor at these premises. ii. It is recognised and acknowledged that the excessive or irresponsible consumption of liquor can be harmful to individuals and the community. iii. It is not our intention or desire to permit or allow our patrons/members to consume liquor on our premises to an extent that is harmful to themselves or harmful to others, and we are committed to serving alcohol to our patrons/members in a responsible manner in accordance with the Guidelines published by the Director of Liquor Licensing. iv. It is our responsibility as licensees and the Duty of Care of our volunteers to identity patrons/members who are consuming alcohol in excess or in an irresponsible manner. The Board of Management aims to discourage the irresponsible or excessive consumption of alcohol by implementing strategies to prevent or reduce such activity on the part of our patrons/members. v. We encourage and require our patrons/members to consume alcohol on our premise in a responsible manner, and the Board of Management will require any patron who consumes alcohol irresponsibly or behaves in a disorderly manner to leave our premises in an orderly fashion when requested to do so. vi. We do not permit juveniles who are not accompanied by or under the supervision of a responsible adult to patronise our premises. The law in respect of juveniles will be enforced at all times. vii. We respect to the rights of our neighbours not to be unduly disturbed or inconvenienced as a result of our premises, and we expect and encourage our patrons/members to also respect the rights of our neighbours and to behave in an appropriate manner whilst patronising and leaving our premise. viii. The Board of Management is committed to addressing any complaint that may arise from our activities at the licensed premises or the behaviour of our patrons/members in the vicinity of the licensed premises and will attempt to deal with and resolve any such complaint in an expeditious and appropriate manner. 13

19 5.2.3 Detailed Management Plan These procedures detail the approach the Club will take in dealing with the obligations summarised in the Club s House Management Policy and Code of Conduct: A. Training and Bar Supervision i. A certificated RSA holder MUST NOT operate the Bar without being in the supervision of a Duty Manager. ii. Newly certificated RSA s must have on the job training from suitably experienced Restricted/Unrestricted Managers or RSAs. iii. Only bar staff with appropriate and approved training will be permitted to serve alcohol. iv. The Duty Manager designate must be on the premises to enable the Bar to be open for business. v. The Duty Manager of the Day must display his/her tag on the Duty Manager board located near the entry door to the bar. vi. The Duty Manager is responsible for the Liquor Licence, during their shift, and is in charge of supervising RSA staff when they are supplying and selling liquor to customers. vii. All bar staff will receive access to information on the Club s liquor licensing obligations. viii. The Club authorised Registered Officer List must be readily available behind the Bar. ix. The BOM is responsible for ensuring necessary training is undertaken by bar staff x. Restricted/Unrestricted Managers must obtain an Approved Manager ID card to be able to operate as a Duty Manager. B. Responsible Server Practices i. No liquor shall be sold or supplied for consumption elsewhere than on the Club premises unless such liquor is removed from the premises of the Club by or on the instruction from the Member purchasing the same. See Appendix 7.7 for the Club s defined premises. ii. No liquor shall be sold or supplied for consumption other than as allowed by the Liquor Control Act iii. The Club shall only be open for the sale of liquor during such hours within the hours permitted by the Club s License (Appendix 7.8) and/or under the Liquor Control Act iv. The name of any Member refusing to leave the Club premises punctually at the time of closing shall be communicated by the Secretary to the Board of Management. v. No gambling or betting shall be allowed on the Club premises unless such gambling or betting is permitted under State laws. 14

20 vi. No payment or part payment to any Secretary, Treasurer, Manager or other Officer or servant of the Club shall be made by way of commission or allowance from or upon the receipts of the Club for liquor. vii. Alcoholic drinks will be served in standard drink measures. viii. Bar staff will discourage excessive or rapid consumption of alcohol. ix. Bar staff will assist members and guests in their decision to drink in moderation. x. Bar staff will not serve alcohol to any member or guest to the point of intoxication. xi. Bar staff will discourage disorderly behaviour. xii. Bar staff will ensure food will be offered at all times that alcohol is available. xiii. Bar staff will ensure free water is available upon request. xiv. Bar staff will ensure low-alcohol and non-alcoholic beverages will be available. xv. Bar staff will ensure access to safe transport options. xvi. The liquor licence will be displayed at the bar. xvii. The BOM is responsible for ensuring compliance with responsible server practices. C. Responsible Promotion of Alcohol i. The Club will actively demonstrate its attitude relating to the responsible use of alcohol. ii. The Club will not advertise, promote or serve alcohol at junior only events or activities. iii. Alcohol advertising will only appear at the bar. iv. The Club will educate members and guest about the alcohol policy through club media outlets. v. The Club will pursue non-alcohol sponsorship and revenue sources. vi. The Club will not promote alcohol through 'cheap drink' strategies, such as happy hours. vii. The Club will not promote alcohol as an enticement to attract people to the premises. D. Underage Drinking and Club Membership i. No liquor shall be sold or supplied to any juvenile (i.e. any person under the age of 18). ii. No person under the age of 18 years shall be employed in the Club, but this restriction shall not apply to persons employed in the administration or green keeping positions or in food service not involving the service of alcohol. iii. No person under the age of 18 years shall be employed in or about any bar on the Club premises. 15

21 iv. Bar staff will request proof of age of any member or guest ordering drinks in the restricted bar area who they suspect may be under the age of 18. v. One of the following recognised form of photographic identification is valid proof of age: a. Current Australian driver license with photo b. Current passport c. WA issued Proof of Age Card. vi. Bar staff will refuse members alcohol if proof of age cannot be established E. Intoxicated Members or Guests i. Bar staff have the right to refuse service to a member or guest who is in a clear state of intoxication. ii. Bar staff will interpret signs of intoxication as one or all of the following: a. Dizziness b. Slurred speech c. Poor coordination d. Slower reactions e. Blurred vision f. Flushing g. Loss of inhibitions h. Aggression i. Unconsciousness. iii. Bar staff will follow procedures, provided in their training by the Liquor Licensing Commission, for dealing with and refusing alcohol to intoxicated members or guests. iv. Intoxicated members or guests will be asked to leave the premises. v. Bar staff will encourage intoxicated members or guests to take safe transport home. F. Respect the Neighbours i. Bar staff will ensure the quiet or good order of a neighbourhood is not disturbed by activity occurring at the licensed premises ii. Bar staff will ensure the quiet or good order of a neighbourhood is not disturbed by members or guests in the vicinity of the premises. G. Resolving Complaints i. Bar staff will manage intoxicated, anti-social or disruptive members or guests with safe removal from the premises. ii. All resident complaints will be acknowledged and directed to the BOM for actioning. H. Review Practices i. The BOM is responsible for monitoring the effectiveness of alcohol service delivery and practices. 16

22 ii. iii. The Club will actively implement change to ensure the continued safety and wellbeing of its members and guests The Club will actively implement change to ensure the continued safety and wellbeing of its general community values. 17

23 6 DEFINITIONS Word Approved Manager ID Definition The Card issued to Restricted/Unrestricted Managers to enable them to operate as Duty Managers Authorised Officers The Director of Liquor Licensing, Liquor Licensing Inspectors, The Department of Racing Gaming and Liquor employees and Police Officers Authorised Trading Area Bar Bar Manager Bar Pricing Bar Roster The administration building two levels including verandas plus the bowls play and seating areas. The Club facility that is used to serve customers with alcohol, soft drinks and confectionery. The facilities include the Main Bar and Cellar. The position with the overall responsibility for the operation of the Bar. The authorised price of Bar Stock items decided by the BOM Executive and Bar Manager. The rostering of Duty Managers and RSAs to man the Club Bar for Club and Section events. BOM Board of Management Mundaring Sporting Club Incorporated BOM Committee BOM Executive Club Club Constitution Clubs WA Made up of the Executive (President, Vice President, Secretary, Treasurer), 3 X Section Presidents and 5 X General members. The President, Vice-President, Treasurer, Secretary and Immediate Past President comprise the Club s Executive Committee. Mundaring Sporting Club Incorporated. The Club s laws and principles that prescribe the nature, functions and limits of the Club and it's members. The advisory group for WA Clubs. It provides many services 18

24 Word Definition including administration advice and training Bar Staff. Department of Licensing Game & Liquor Duty Manager Duty Manager Tags House Coordinator Licensee Liquor Licence Member Membership Policies Procedures Registered Officer List Restricted/Unrestricted Manager The group the Club is responsible to for the operation of its licenced premises. The ultimately responsible Officer for the operation of the Club s Bar. The tag placed at the Bar door certifying the name of the Duty manager. The Club Member responsible for coordinating Club premises and Bar hiring. The trained position authorised by the Department of Licensing Game & Liquor responsible for the Club's Liquor Licence. The Club's authority to operate the Bar that was issued by the Department of Licensing Game & Liquor. A full, junior or social member of the Club. The total number of Members of the Club. The plan and course of action determined by the Club to enable Bar Staff to make authoritive decisions, actions and other matters in the execution of their Bar duties. The Club instructions and directions for the shift operation of the Bar. Procedures manuals like this Club Bar Procedure are essential to ensure consistency and quality of service from the Bar. The formal and Department of Licensing Game & Liquor mandatory list of the Club's Restricted/Unrestricted Managers and RSAs. The Club s senior certificated Bar person, who has the required Approved Manager ID card, is entitled to the Duty Manager role. 19

25 Word Reviewers RSA Stocktaking Table of Standard Measures Definition The Bar Price Review Group the Bar Manager and BOM Executive. Responsible Service of Alcohol qualification. This is held by the Club s novice certificated Bar persons and entitles them to serve alcoholic products under supervision in a licenced premises. This is the valuation of all closing Bar Stock at wholesale price to enable the calculation of the cost of all goods sold in a trading period. Cost of Sales is the key valuation necessary to determine the actual profit realised from the sale of stock. The legal measures that are approved by the Department of Licensing Game & Liquor. From the Club's perspective this table is enshrined in Policy. Accordingly, it is a breaking of Club Bar rules to interpret any other quantity and price values for each product. 7 APPENDICES These are the tables, templates and worksheets used to assist in the preparation and recording of statutory and operating support files. These files and templates were not considered public domain and accordingly do not form part of this on-line reference document. 8 APPROVAL This Manual replaces all prior Bar Management Business Operations Manual amendments as of the date below and at the time of its adoption constitutes the only Bar Management Business Operations Manual of the Mundaring Sporting Club Incorporated. President Signature: Name /------/ Date Vice President Signature: Name /------/ Date 20