The Pandora Inn Staff Induction Induction If you have just joined us or have been working here for some time, please read this
manual.
Parts of the Pandora date back to the 13th Century, severely damaged by fire in
2011, the Pandora has been painstakingly restored to its former glory. Reopened in
March 2012.
Early in its history, the building became known as the Passage House before
changing its name to The Ship. Eventually, the inn was re-named in memory of the
HMS Pandora, the naval ship sent to Tahiti to capture the mutineers of Captain
Bligh’s Bounty. The Pandora struck a remote part of the Great Barrier Reef in 1791
and sank with the loss of many. Capt Edwards, the captain was court martialled on
his return to Cornwall where he is reputed to have bought this inn.
The Pandora is a tenant house of St. Austell Brewery, John Milan & Steve Bellman
the owners since 1999.
Managers – Catherine & Lester Croft
Assistant Managers – Beth Higginson, Debi Dudding
Head Chef – Tom Milby
Sous Chef – JP
Restaurant Manager – Daryl Medlyn
Front of House Supervisor – Sam Higginson
Customer Service
Without the customers we have no business
Our aim is to keep customers happy and to exceed their expectations on service and
standards.
DO’s and DON’Ts
DO
Welcome the customers when they come to the bar/restaurant/ as you are setting up
their table
DON’T
Continue to talk to your colleagues and ignore the customer or continue to talk to you
colleague whilst serving a customer
DO
Make eye contact and continue throughout the ordering
DON’T
Stare at the till and no eye contact
DO
Speak clearly and offer different choices of drinks / wine types /juices / ports etc etc
DON’T
Mumble and speak quietly
DO
Always explain the way we do things – find a table, where the specials are/ order at
the bar, always show an interest
DON’T
Assume that the customer has been before
DO
Talk to the customer – about the weather / have they been here before? / tell them of
any sold outs/ soup of the day / fish of the day
DON’T
Say nothing!! Think of it as their first experience of the Pandora and they have just
walked in!
DO
Remember - it’s as if you are on stage and customers are always looking at you.
DON’T
Eat, fix your hair or scratch your face or body
DO
Keep yourself busy on all sections
DON’T
Lean - on the bar or anywhere else – TIME TO LEAN – TIME TO CLEAN
DO REMEMBER AS SOON AS YOU STEP OUT FROM THE KITCHEN OR INTO
THE BAR OR INTO THE RESTAURANT – YOU ARE REPRESENTING THE
PANDORA INN, JOHN & STEVE, CATHERINE & LESTER
FLOOR SERVICE
Setting up tables correctly – giving correct cutlery, plates, finger bowls
Taking food out, always time the check including starters/ ripping the check should
you take starters or if the table is called away
Main courses going out – REMEMBER to move the check from the top tab grabber
to the bottom tab grabber and time the ordered docket
Check backs – no less than 5 minutes, always follow the system. When checking
back on them- also see if they require more drinks.
If the customer says ‘their meal is lovely or delightful’ etc. – you should answer by
saying something in the way of ‘great enjoy the rest of your meal’
If the customer says ‘they are not happy with it’ or it doesn’t taste right etc – you
should answer the customer by saying ... ‘I am sorry to hear this, I shall get someone to come and see you’ ... then find your supervisor or manager and explain.
When you are on the floor, walk around with your head up and looking around at all
times, helping customers where needed, showing where the toilets are etc, always
smile and say hello!! Don’t be scared ... be nice!!! This is why we are all working in
the hospitality industry.
No too much noise in the kitchen ... the chefs are concentrating and busy, the last
thing they need is front of house staff talking too loudly or too much.
Always find something to do, there are always countless things to do... whether it be
polishing cutlery to folding napkins, cleaning the salt and peppers.
Clearing – only clear once all people have finished their meals, whilst clearing you
should ask them if ‘everything was ok and if they enjoyed their meal’ as with the
check back:
If the customer says ‘their meal is lovely or delightful etc. – you should answer by
saying something in the way of ‘great enjoy the rest of your meal’
If the customer says ‘they are not happy with it’ or it doesn’t taste right etc – you
should answer the customer by saying: ‘I am sorry to hear this, I shall get someone
to come and see you’ ... then find your supervisor or manager and explain.
Once cleared you should go back with dessert menus and tell them what the dessert
of the day is. If they are ready to order their desserts/ coffees/ more drinks.
Otherwise give it a few minutes and then go back.
The Menu
Please note this information is so you know more about each dish. 90% of the time
the customer won't want any additional information so don't force information on
them. Where food is frozen or not Cornish, whilst we will not actively obscure the
truth (most people know scampi comes in frozen anyway) we will not eagerly explain
when we have been unable to find a Cornish alternative.
Allergen Information
If any customer have any food or drink allergies or intolerances, there is a message
on the menu for them to come and speak to any of us.
On the menu we do have next to dishes
GF = gluten free
GF* = we can change the dish so it is gluten free
We have gluten free bread in the kitchen if requested.
V = Vegetarian
Our kitchen uses ingredients that contain the 14 notifiable allergens – cereals
containing gluten, crustaceans, eggs, fish, peanuts, soya beans, milk, nuts, celery,
mustard, sesame, sulphites, lupin and molluscs. Every effort is made in our kitchen
to minimise the risk of cross-contamination of ingredients but this can not be
guaranteed. All fish dishes may contain bones.
We have data sheets listing the ingredients of the products we serve are available at
the bar. Please make sure you know where this folder is.
Starters
Home made soup of the day (GF*)
This changes daily, sometimes during a shift as well. Always know what the soup is
so you can tell a customer when asked.
Mushroom & Cognac pâté with toast and beetroot compote (GF*) (V)
This dish combines earthy of the Mushrooms and sweetness of Cognac, served with
a beetroot compote
Shellfish mariniere served with artisan flat bread (GF*)
Cornish shellfish, white wine, garlic, butter, herbs and cream – when setting up this
table – they will need a fork, spoon and finger bowl and bowl. Occasionally some
customers request no cream, this can be done.
Seared Lilly-Grace scallops (GF*)
Cornish local scallops, Winter squash puree, Serrano ham crisps and dill pickled
cucumber
Cornish pork rillettes (GF*)
Local pork from Etteringtons butchers. Potted slow cooked shoulder, toast and date
chutney – which is home made. Rillettes is similar to a rustic course pate.
Bread to share
Our bread comes in fresh from a local maker seven days a week. It is always
consistent. Make sure plates & starter cutlery are given for people sharing a bread
board.
Lighter Plates
Home smoked chicken breast
Slightly different take on a chicken Caesar salad. The chicken is oak smoked here to
give an interesting flavour.
‘Hot smoked’ salmon salad (GF*)
Home smoked salad, this is cooked salmon but served cold. It has wholegrain
mustard and dill crust, mild radish spaghetti, new potatoes, watercress and Tarquin
(Cornish Gin) dressing
Warm salad of Cornish pork belly (GF*)
Local pork belly, served with Cornish ginger beer poached beers and caramelised
Chinese cabbage – this is a warm salad
Pandora tapas board (to share)
Spanish olives, houmous, marinated artichoke hearts and anchovies. All the meats
are sliced very thinly. Although the cured meats will sometimes change they are
typically the following:
Jamón Serrano – Dry cured Spanish ham (back leg), aged for about 2 years
Chorizo – Seasoned pork sausage with smoked paprika.
Lomo – Pork loin that is marinated and then air-dried.
Salsichon – A Spanish salami.
Main Courses
Char grilled Cornish beef burger
Worth noting that if people don't wish to have the mustard, they cannot have
coleslaw either. The coleslaw can be served on the side. We always offer cheese
with the burger that comes at an extra £1. The mince we use is fresh but we don't
serve the burgers pink as it is not as safe to serve mince pink, despite the trusted
source.
Beer-battered fish of the day
Usually haddock as it's the best size, at about 8oz. These come in to us fresh seven
days a week.
Shellfish mariniere
See under starters.
Speciality Cornish pork sausages made to our own recipe
Sausages are always local and Cornish, the rest of the dish is self-explanatory.
Seared West Country pork cutlet (GF*)
Local pork, boulangere potato – which is sliced potato then layered with stock and
onions then continue this process until the tray is to the top. Quince and red wine jus
– quince is fruit from the same family as pear and apples.
Saffron, artichoke and sticky red onion paella (V) (GF)
Made to order, this is a take on traditional paella
Honey glazed root vegetable tarte tatin (V)
Usually a dessert, Tom’s take on the tarte tatin. A tart tartin is an upside-down tart in which
the vegetables are caramelized in butter and sugar before the tart is baked
Cornish 8oz sirloin steak
Steaks are local,– the sides are fairly self-explanatory. The sauces are made with
beef stock, mustard, red wine, cream and either peppercorns or blue cheese and
port.
Wholetail scampi
The scampi comes in to us frozen, they are however of very good quality. They are
never reformed, always wholetail.
The Pandora fish pie
Made with diced white fish (typically cod, haddock, hake and pollock), prawns, peas
and a white sauce with Pernod. Potato and cheese are added on top (cheese can be
left off).
Sandwiches and Jacket Potatoes
All of these should be fairly self-explanatory.
The prawns in sweet chilli and coriander mayonnaise is not particularly spicy in case
anyone is worried.
Sides
Side dishes also shouldn't need explaining other than the seasonal vegetables vary
daily and during a shift depending on what's available.
Home made desserts - all our desserts are home made
Carmelised vanilla crème brûlée (GF*) (V)
Traditional crème brûlée, served with chocolate crust & ice-cream
Orange marmalade & chocolate chip bread and butter pudding (V)
Bread and butter pudding served with Cointreau syrup and chocolate ice-cream
Pandora banana split (GF) (V)
Tom’s take on Banana split – iced banana parfait – which is frozen set cream
banana dessert, served with ice-cream and sauces
Steamed honey & pecan nut pudding (V)
Sponge pudding served with apple compote and Chantilly cream
Selection of luxury ice cream
All home made. List is available on the till.
Cheese slate Local cheeses, list available on the till.
Docket System
1. The order is printed, chef puts the yellow copy on the pass.
2. The yellow copy is put up tidily in order (right to left).
3. The table is laid-up, the order is crossed before the cutlery leaves the kitchen
(a cocktail stick will cross the order if no pen available).
4. Once starters are sent, the bottom of the slip is torn upwards in the middle.
The time is written over the starters.
5. Once the starters are cleared the chef is to be alerted 'Table # Away Please#'.
Be sure the chef has heard you. Tear the check across removing the bottom
right hand corner completely.
6. Once mains are going the check is timed again and moved onto the lower
grab tab.
7. After no less than 5 minutes the table is checked back on. This gives the
customer a chance to ask for more sauces or very occasionally complain
while it's early enough for us to remedy the problem. When the table is to be
checked back on, the order is spiked.
Clearing Tables
The ideal way to clear tables is exactly the same way you brought the food out. First
plate in left hand, second plate on baby finger and wrist. Scrape second plate onto
first, tuck cutlery under first plates cutlery. Add extra plate if possible.
Outside tables can be cleared onto large trays.
Do not clear tables like this --->
And do not carry your dirty
plates through the bar.
BAR SERVICE
First place majority of our customers go
to... the bar.
Always be happy, smiling, courteous,
have a chat with the customer.
Offer wines from different countries,
types of wine, know your ales / lagers/
minerals and fortified and spirits.
If an ale runs out during serving the customer – ask the customer would they like
another ale or would they like to wait whilst the barrel gets changed!! Always
apologise.
If the customer was waiting for a while – always apologise for the wait and always try
give eye contact whilst they are waiting.
Always look at the customer and not the till!! They are people you know!!
Opening TABS! We have got to stop making it difficult for the customer,
-­‐
If the customer comes to the bar – orders drinks and then wants to open a
tab, you then say I will need a table number...the customer replies ‘I don’t
have one yet’ ...the bar person answers ‘well we need one’ ... NO YOU
DON’T
Procedure to follow –
Customer orders drinks – customer doesn’t know where they will sit – customer
wants open a tab.
Bar person serves the drinks – bar person puts the drinks on a table number ie.
anything from table 101 to 190
Bar person swipes the credit/debit card – remember we do not accept American
Express
Bar person prints out a bill for the table
Bar person then draws a circle around the table number
Bar person explains to the customer ‘I have put your drinks onto a dummy table,
when you come to order your food, please note the table number and we’ll move the
tabs across’
Customer happy / bar person efficient
UPSTAIRS SERVICE
Upstairs has a more restaurant feel to it, we take orders at the table for drink and
food.
You should always upsell drinks/wines/ports/dessert wines where possible.
You should always clear any unwanted cutlery and glasses as you go.
You should always go over to the table with dessert menus rather than just asking
when clearing their main plates.
There is a close down procedure for upstairs service – please follow this if you are
on a close in the restaurant.
Coffee training – will be given to you on an one to one basis
PONTOON/PATIO
We have 36 benches outside, after you have taken food outside, YOU MUST
CLEAR ON THE WAY BACK – glasses / plates / rubbish
Unless it is really quiet we don’t do table service on the pontoon or unless we have
designated a staff member on the day with the handheld.
Patio –we can take a drinks order or dessert order.
Give them the pickle
Exceed customer expectations, give them the pickle. Extra bread with their pâté
– just give them the bread – don’t say ‘have you got a tab open? Etc.
Ensure all customers are welcomed, given great service throughout, bid a nice
farewell
HOUSE RULES
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Uniform to be worn at all times. This includes your apron.
You must always be smart and groomed for work. No long or large earrings,
studs acceptable, no facial piercings can be worn. Hair must be kept neat and
tied back. Uniform must be well ironed, appropriate shoes kept in good
condition. Nail varnish – CLEAR only for front of house and NONE for kitchen.
Lockers are available should you have any valuables.
Code of conduct whilst on or off duty – before or after your shift finishes, or if
you come as a customer you are expected to behave appropriately.
No mobile phones during work. Keep them in your car, or locker – do not
carry them during your shift. If there is an emergency your family can contact
you through the Pandora’s landline – but only if there is an emergency.
When friends or family come as customers please use your discretion, you
may welcome them but please don’t forget to work as a team and don’t
neglect other customers.
No consumption of alcohol whilst on shift. You cannot purchase a drink from
the bar whilst on a shift, be it alcohol or otherwise. If a customer offers to buy
it must be cordial and water.
Staff coffee, tea and cordial will be available by the still in the kitchen. This is
not to be drunk where customers can see you. You are welcome to bring in
your own drink instead of coffee, tea or cordial – this is all to be consumed in
the kitchen.
Staff meals and breaks:
o Over 6 hour shift – 20 minute break
o Over 8 hour shift – soup/sandwich/salad or a roast on Sunday
Do not eat where customers can see you. Break food is to be consumed in
the staff room
Please do not chew gum whilst working.
There is a smoking area out the back of the kitchen door, next to the steps.
You may never smoke where food is prepared, it is against the law to smoke
within a building or works vehicle.
Sickness:
o Please give as much notice as possible.
o Please telephone – never text or e-mail.
o Please revert to your handbook for further information.
Rotas will be done weekly. If you would like time off, please give as much
notice as possible. If the rota is already up then you must find cover for your
own shifts.
For holidays minimum of four weeks notice. Please revert to your staff
handbook for further information.
We will from time to time be running staff incentives.
OPENING TIMES
Monday to Saturday opening times are 10.30am to 11pm
Sunday opening times are 10.30am to 11pm
Food serving times
10.30-12 noon - cake, cookies
12 noon to 9.30pm Main menu
Specials menu is available from 12 noon to 3pm and back on at 6pm to 9.30pm
Sunday Carvery is served every Sunday from 12 noon – ‘when it’s gone it’s gone’
depending how busy / quite the carvery is – depends on how long it goes on for –
usually 3-4pm
Cream Teas – are served daily 3pm – 6pm
During the winter months the main menu may be served till 9pm
SHOP
We sell crabbing equipment
Crab bait £2 crab line £3 bucket £3 all available at the bar
We also sell
Gift voucher – any amount
Pandora mug £8.50 or two for £15
Pandora polo shirt £15
Pandora postcards 50p
Pandora card with envelope £1
Flaggons - £3.50
All items can be bought over the phone and we can then send to people.