Team Member Policy Handbook - The Stafford Group
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Team Member Policy Handbook
Please note that this Team Member Policy Handbook is for the purpose of our
current Team Members while employed with Team Tim Hortons.
Please be advised that this private document cannot be copied for personal use
or distributed to an outside source.
This Team Member Policy Handbook has been created for The Stafford Group
and remains private property with no copyright permissions.
Please contact our Human Resources Department for further clarification.
Team Member Policy Handbook 1
WELCOME TO TEAM TIM HORTONS
Welcome to our “Winning Team”! Tim Hortons offers a fun and friendly working
environment for everyone involved.
This Team Member Policy Handbook is your guide to the Tim Hortons way of doing things. It
outlines the policies, values and beliefs of our company. As you read through this Policy
Handbook, you will find many reasons for our dedication to this business. We hope your stay
with us will be long and rewarding!
MISSION STATEMENT
THE STAFFORD GROUP
Our mission is to be the industry leader through a commitment to excellence in product,
quality, value, cleanliness, guest service and community leadership.
To create a facility and atmosphere that will provide the necessary skills to operate successfully
within the Tim Hortons environment.
This can be accomplished through a positive attitude, commitment and communication with
others.
EXPECTATIONS
THE STAFFORD GROUP
We expect “A Day’s work for a Day’s Pay”. You must have an unfailing commitment to
excellent service and food quality. You must show concern for and cooperate with your fellow
Team Members.
What you can expect from us is great working conditions and reasonable compensation for
your efforts. You will be provided with proper training so that you know exactly how to do
your job. You will be recognized and rewarded for a job well done. There will be mutual
respect and constant communication from your Management Team Members.
You are encouraged to speak to Management about any ideas or concerns you may have.
Team Member Policy Handbook 2TIM HORTONS CHILDREN’S FOUNDATION Established in 1974, the Tim Hortons Children Foundation is a non-profit charitable organization that provides a camp experience for economically disadvantaged children within our local communities who would otherwise never have the opportunity. For thousands of children, the name Tim Hortons conjures up memories of a camping adventure they will never forget. At Tim Hortons Children’s Foundation camps, children are given the opportunity to go to a camp outside of their province or region, with the Foundation covering all costs for each child, including transportation, food and lodging. Highly trained staff, excellent facilities and activity programs provide all the fun that goes along with a first class children’s camp. The Foundations camping environment is designed to give the children confidence in their abilities and pride in their accomplishments. It is hoped they will gain a positive view of their world and their future in it. THE FOUNDATION CURRENTLY RUNS SIX CAMPS - The Tim Hortons Memorial Camp in Parry Sound, Ontario, Canada The Tim Hortons Children’s Camp in Tatamagouche, Nova Scotia, Canada The Tim Hortons Children’s Ranch in Kananaskis, Alberta, Canada Camp Des Voyageurs Tim Horton in Quyon, Quebec, Canada Tim Horton Camp Kentahten in Campbellsville, Kentucky, USA Tim Horton Onondaga Farms in St. George, Ontario, Canada Funding for the Foundation camps comes from donations from individual Tim Hortons restaurant owners, from the parent company, The TDL Group Corp., from many valued suppliers and from public donations collected year round through counter coin boxes located at Tim Hortons restaurant locations. Camp Day is a yearly event held at each restaurant location across North America to fundraise the Foundation as well. This will be your opportunity to participate in fun events and activities that allow your community to contribute to the Foundation. Team Member Policy Handbook 3
TIM HORTONS OBJECTIVE
To satisfy the guest…we do this by giving the BEST in…
QUALITY -
Tim Hortons prides itself on its reputation for quality. The highest quality standards are
maintained throughout all our restaurants in Canada and U.S.A. The quality of our product
remains consistent through all the restaurants. The secret of our success begins with you, the
Team Member.
Always check the products you prepare or serve. If the product doesn’t meet the Tim Hortons
standards, then it should not be served!! This rule should be applied to any and all products
served to the public.
SERVICE -
Fast and courteous service is essential to our business. The guest is the key ingredient to a
successful business. Quality of product can be wasted without efficient service. Friendly
service will draw a guest back quicker than the best donut or coffee in the world!!
A smile goes a long way with a guest.
CLEANLINESS -
Cleanliness draws a guest to Tim Hortons. Our restaurants should be clean at all times, both
inside and outside. Every Team Member should remember the phrases “Clean as you go”, “If
you have time to lean, you have time to clean”, and “If you have time to talk, you have time to
stock”.
VALUE -
Guests recognize a good value when they see it!!
Tim Hortons provides the best product for the best price.
Good value for your money is essential to any guest.
Team Member Policy Handbook 4THE ART OF COFFEE Coffee isn’t just a product we sell; it is the foundation of our business. We always want to ensure we are serving our guests with an Always Fresh cup of coffee!! 7 STEPS TO “ALWAYS FRESH” COFFEE - 1. Open coffee pouch just before brewing a new pot. 2. Ensure that the coffee level is 59 oz. (bottom of brown neck) and is at 185 C. 3. Discard coffee grinds immediately after brewing and rinse filter basket thoroughly. 4. Mark “throw” time of 20 minutes on pot. 5. Serve coffee that is 20 minutes fresh ONLY. 6. Discard coffee after 20 minutes. 7. Clean equipment at the end of every shift. 7 STEPS TO “ALWAYS ACCURATE” COFFEE - 1. Ask for order clarification, if unsure. 2. Use modifiers when keying in orders. 3. Stir all orders that contain sugar. 4. Mark all hot beverage lids. 5. Use HOTRODS to verify orders. 6. Repeat the order when presenting to the guest. 7. Strive for 100% accuracy! The steps listed above are VERY IMPORTANT and crucial to our business and ultimately a guests experience at our restaurant. Please make sure you understand how to properly follow the steps to “Always Fresh” Coffee and to “Always Accurate” Coffee. If you are unclear on any steps, please speak directly with a Management Team Member. GUEST SERVICE - The guest is the most important person in our business. They take priority over all other tasks within the restaurant. With the exception of maintaining a steady flow of coffee and clean tables, Team Members should be looking after the guests at all times. Please do not hesitate to ask a Management Team Member for assistance anytime during your shift. Team Member Policy Handbook 5
Team Member Policy Handbook 6
HANDLING GUEST COMPLAINTS -
Following our “Best Practice” procedure is what’s expected of every Team Member regarding
mistakes or complaints. It is the best way to solve a guest concern…
1. Listen – Listen to the guest’s concern
2. Apologize – Say sorry to the guest for the mistake (not with a cheeky tone)
3. Thank – Thank the guest for bringing the mistake or situation to your attention
4. Fix It – Correct the mistake or error immediately
If the guest is persistent or you are unsure on how to fix the mistake, it is likely time to excuse
yourself and let the guest know you are referring the issue to a Management Team Member on
duty.
NEVER
LET A GUEST
GO AWAY UNHAPPY!!!
HOSPITALITY
At Tim Hortons our guests are our priority. We strive for excellence in guest experience and
guest service. We do this by giving our guests the BEST in –
Vision – We create memorable everyday experiences that our guests tell their friends about…at
every restaurant, every time!
First Impressions – This includes internal and external visual cues for our guests to know that
we take pride in their experience. From a clean parking lot and landscaping, to an immaculate
and inviting dining room and spotless career wear.
Team Member Policy Handbook 7Coffee & Product – This refers to our “Always Fresh” product. We absolutely cannot lose
sight on the importance of quality and availability of great product. Coffee is called out
intentionally here so that we keep the hallmark of our business, front and center.
Friendly – Deliver a professional, friendly and personalized experience to every guest.
Accurate – Make sure each order is EXACTLY what the guest ordered.
Fast – Greet every guest quickly, focus on their order and maintain speed of service targets.
Make It Right – Turn a negative situation into a positive guest experience.
Our restaurant also follows a “best practice” set out by Head Office called “The S.E.T.”
program. This program was designed to help us exceed our guest's expectations. The goal of
the program is to simplify hospitality into 3 easy concepts and to develop a common language
that will allow us to provide consistent hospitality throughout our own individual restaurants.
“S” – SMILE
“E” – EYE CONTACT
“T” – THANK THE GUEST
Team Member Policy Handbook 8ORDER ENHANCEMENT -
Your initial contact with the guests makes a lasting impression. Look your guests in the eye,
smile and speak in a friendly, clear tone. The words “May I help you? Good Morning, Thank
you, Please, Sir, Madam or Have a nice day!” should become part of your vocabulary when
dealing with each guest.
Be happy, helpful and patient. When a guest orders a coffee, perhaps asking them if they
would like another menu item to go along with their coffee would be appreciated. Please be
advised that the suggested product has to be specific. In other words, you may ask “would
you like a Boston Cream Donut with your order today Sir?” This is important and is
considered order enhancement. Please be advised that you are only permitted to suggest
ONE item when using this method.
WORKPLACE HARASSMENT
Human Rights legislation in Canada provides every Team Member with the right to freedom
from harassment under specific “protected grounds”. It means that inappropriate comments or
conduct related to a persons’ race, ancestry, place of origin, colour, ethnic origin, citizenship,
creed, gender, sexual orientation, age, record of offenses, marital status or disability are not
permitted. Harassment is against the law and violates our principle of ensuring Respect in the
Workplace.
Each person is expected to act in a respectful, courteous and professional manner at all times
and not engage in or condone harassment. Inappropriate comments or conduct, sexual, racial
or similar types of jokes or unwanted sexual advances (ie. touching, staring, assault, teasing,
asking for dates, phone calls, comments about a person’s appearance, gossiping, spreading
rumors, and so on) will not be tolerated inside the workplace, outside the workplace, via text
messages, or on the internet which includes email and sites like Facebook, Twitter, MySpace,
etc.
You are responsible to speak up when you see or hear about incidents of harassment in your
workplace. Failure to abide by the Workplace Harassment Policy will result in disciplinary
action up to and including immediate termination of employment.
As part of your orientation, you will be asked to sign a copy of the Workplace Harassment
Policy and Electronic Communication Policy. After you have read, dated and signed the
policy, it will be included in your Team Member personnel file. It is your commitment to
being a positive member of the Team.
Team Member Policy Handbook 9If you feel you have been a victim of, or have witnessed harassment please speak with a
Management Team Member or contact our Human Resources Hotline at (905) 857-8299. All
concerns will receive immediate attention and will be dealt with using discretion.
The AF TIMS Training Title “Workplace Harassment” and your restaurants’ Workplace
Harassment policy are two excellent resources that can provide you with more information on
workplace harassment.
ALWAYS FAIR STANDARDS
As stated earlier, the secret of our success begins with you – our Team Members. We believe
you deserve to be treated with respect, integrity, honesty and fairness. Our Always Fair
Standards lets you know our commitment to Team Members is based on four key values -
Family - Part of the Team
Achievement - Part of the Success
Integrity - Treated with honesty and fairness
Respect - Recognized as individual, thinking human beings
OPEN DOOR POLICY
As a Tim Hortons Team Member, you are one of our company’s most important assets. Your
Restaurant Owner and Management Team will strive to keep the lines of communication open.
We are genuinely interested in the ideas and concerns of all Team Members.
On-line at www.thestaffordgroup.ca you will find loads of information for both our guests and
our Team Members. Team Members have a separate, private section that requires a log-in user
name/password to access. In this Team Member section, you will find many useful tools to
assist you while working at Tim Hortons. You will be able to view your Team Member
schedule on-line, your Tim Point totals and many archived memorandums to bring you up to
speed on our policies and procedures. More importantly, you will find a Human Resources tab
that will allow any current Team Member to contact our HR Department with questions or
queries they may have during their employment.
Also located inside our restaurants are the open door policy forms. Team Members can use
these forms to communicate concerns and address issues with The Stafford Group and
Management Team Members. All matters will be considered confidential when using the Open
Door Policy forms. Communication is the key!
Team Member Policy Handbook 10UNIFORMS & GROOMING
UNIFORM REQUIREMENTS -
There is no uniform deposit required for Team Member uniform(s) upon hiring. We trust that
upon termination of your employment, you will return the uniform(s) you were given clean and
in full. However, if you do not return your uniform clean and in full, a charge for the uniform
may be deducted from your final paycheque. This is consistent with the Uniform Agreement
Policy that was signed during the orientation process.
Career Wear Standards -
All Team Members are required to wear the uniform designed for their position, cleaned
and pressed with the Tim Hortons black belt. All Team Members and Management
Team Members must wear a nametag.
All shirts must be worn tucked in (except Maternity) with all buttons done up.
All pants must be worn at the waist and not on the hips.
Pants should be hemmed to the proper length according to your height.
All visors must be worn front facing.
BLACK Shoes must be closed toe with a closed, flat heel, slip resistant and rubber sole.
Only Tim Hortons’ issued pins are permitted to be worn on the uniform. A maximum of
two Tim Hortons service pins may be worn on the shirt collar at one time.
The Restaurant front apron may be worn in the soup and sandwich area, and when
cleaning in the dining room. However, due to the risk of cross-contamination; restaurant
front aprons used in the dining room (ie. for cleaning tables) must be changed before a
Team Member may handle food.
The Back-of-House apron may be worn by production personnel when in the restaurant
front area.
BLACK Socks must be worn with pants.
If you choose to wear a t-shirt under your uniform shirt, it must be black in colour.
CAREER WEAR POLICIES BY DEPARTMENT -
Team Members /Designated Trainers -
Tim Hortons Restaurant front shirt, pants, belt, an espresso brown visor, a hairnet, black socks,
black shoes (closed toe with a closed, flat heel, slip resistant and rubber-sole) and a nametag.
Team Member Policy Handbook 11Production Team -
Tim Hortons white baker’s shirt, baker’s pants, belt, Tim Hortons soft cap, a hairnet, white
shoes (closed toe with a closed, flat heel, slip resistant and rubber-sole), and a clean apron. If a
t-shirt or undershirt is worn under the baker’s shirt, it must be a plain, solid white colour.
Supervisors -
Tim Hortons Supervisor shirt, pants, belt, an espresso brown visor, a hairnet, black socks and
black shoes (closed toe with a closed, flat heel, slip resistant and rubber-sole) and a name tag.
Managers/General Managers -
Tim Hortons Manager shirt (black or cream), Manager pants, belt, a black visor, a hairnet,
black socks, black shoes (closed toe with a closed, flat heel, slip resistant and rubber-sole), tie
(male Managers), scarf (female Managers) and a nametag.
PERSONAL APPEARANCE STANDARDS
Personal hygiene is important when working with people and food. The best way to prevent the
spread of bacteria is to take regular showers or baths, and wash your hands as often as required.
Other personal appearance standards that must be followed are -
If the uniform is used to travel to work, exposure to elements should be limited to ensure
that the uniform is clean and sanitary upon arrival.
Hair must be clean and, if worn below the shirt collar, must be tied back. All Team
Members are required to wear a hair net.
Mustaches are permitted but must be neatly trimmed and are not to extend past the
mouth line.
Beards/goatees are permitted but must be neatly trimmed and a beard net must be worn.
Sideburns are permitted but must be neatly trimmed and are not to extend below the
earlobe.
Fingernails must be clean and well kept. Nail polish or false nails are not permitted.
Team Member Policy Handbook 12 Tattoos and body piercings are to be reviewed on an individual basis. Visible tattoos
and body piercings should be covered.
Only one plain band-style ring is permitted. Only one set of stud/post-type earrings may
be worn. No clip-on or hoop earrings are allowed for safety purposes. No other rings,
bracelets, facial, body or ankle jewelry or watches are allowed. Necklaces are permitted
but must be worn inside a fully buttoned-up shirt.
If required, a Medic Alert necklace or anklet is preferable to a bracelet.
All cuts and sores must be bandaged and covered with a disposable glove. (A new
bandage must be applied upon arriving at work.)
For detailed hand washing guidelines, please reference the Hand washing Certification
Program and your Food Safety Manual.
GENERAL KNOWLEDGE
START OF SHIFT -
You should be in your uniform ready for work prior to your
scheduled time. At the commencement of your shift, you are to
time in as you are entering the floor ready to work. Time out
immediately when your shift is completed.
END OF SHIFT -
After your shift has been completed for the day and you have timed out with Management
approval, please be advised that you are not permitted to “hang” around the front of the
restaurant or at the drive-thru area to wait for your ride. Please either wait in the Team
Member break room or outside.
BREAKS -
Our Breaks for Team Members are UNPAID which means that your breaks will be deducted
from your total hours per pay period. Please refer to the BREAK POLICY schedule posted in
your restaurant for further clarification. For those Team Members who wish to smoke, you
may do so outside in a vehicle or in an area designated by Management.
Team Member Policy Handbook 13Under NO circumstances are any Team Members to smoke out front or out back of the restaurant. We have a private, outdoor designated “Team Member break room” for all Team Members to enjoy. Team Members are NOT permitted to sit in the restaurant front during their break. Breaks should only be taken when a Management Team Member instructs them to be taken. Lunches and breaks will be posted and assigned by a Management Team Member on shift. China dishes and stainless steel cutlery are to be used when eating in the Team Member break room. Please remember that there are to be NO paper cups used for consuming product. TEAM MEMBER BREAK ROOM - As noted, a Team Member break room is provided for you to relax and enjoy your breaks as well as a private, outdoor area for Team Members who smoke or wish some fresh air on their break. Please keep both areas tidy and do not leave your dishes for someone else to clean up!! There are several bulletin boards located in the Team Member break room where Team Members can discover “What’s new”. A suggestion box is also located in the Team Member break room for your comments. We welcome all of your ideas!! NOTIFICATION OF ABSENCES - When unable to make your shift for reasons of illness, it is your responsibility to call a replacement. If you are seriously ill and are hospitalized, please have a parent or legal guardian call to notify a Management Team Member. A Management Team Member must approve all changes. Only after every attempt is made to cover a shift, should a Management Team Member be called in to assist. When calling in for a shift due to illness, etc., please give 4 hours notice so that proper coverage can be arranged. Emails or texts are not accepted. Your fellow Team Members are the ones who become most affected by a short notice absence call. Absence from work for two or more consecutive days will require a doctor’s note due on the first day back to work. This doctor’s note must be given to a Management Team Member on duty before beginning your shift. Team Member Policy Handbook 14
MATERNITY LEAVE -
The Stafford Group welcomes all Team Members who are pregnant or become pregnant while
employed at Tim Hortons.
This is a very special time for you and we are here to take care of you and make sure your
pregnancy is a safe one!! Please remember that now you are pregnant, it is important that you
refrain from heavy lifting and follow doctor’s detailed orders. Please keep your Management
Team informed of all necessary restrictions set out by your doctor as we are concerned too.
Team Members who become pregnant may stay at work as long as advisable by a doctor
provided they are able to perform their duties satisfactorily. Please speak directly with the
Human Resources Department for details if and when this applies to you.
We wish you a safe and enjoyable pregnancy.
UNPAID VACATION -
All vacation requests must be made through the General Manager of each restaurant. We
require that all Team Members fill out the required forms for vacation requests in advance.
These vacation requests must be approved by the General Manager of your restaurant. Once
processed, you will receive a form stating that your choices have been approved.
The General Manager of your restaurant location will approach you with the required forms
and policies regarding vacation time when you are required to fill them out.
Please be advised that all Team Members are required by law to take vacation as per the
Ministry of Labour/Employment Standards. Please contact your Human Resources Department
for further details, if required.
TARDINESS -
All Team Members are required to be on time for every shift
and should be in uniform prior to their scheduled shift.
At the end of your shift, please notify a Management Team
Member on duty that you are now finished your shift and are
ready to leave for the day/night.
Team Member Policy Handbook 15ENTERING & LEAVING THE RESTAURANT - Please use the front/side doors when entering the restaurant at the beginning of your shift and when leaving the restaurant at the end of your shift. The back door is NEVER to be used. USE OF THE TELEPHONE - The use of the telephone for personal calls must be limited to emergency calls only. If you need to make a call, please ASK to use the phone. No long distance or directory assistance calls are permitted. Please ensure you do not receive personal calls at the restaurant unless it is an emergency. Messages will be taken for all Team Members during their shift and they may return the call when on break. The telephone is equipped with call waiting on the line, therefore if a beep is heard while you are on the line, please politely press the receiver down and answer the other line. Remember, it could be a guest!! If you hear the telephone ringing, please make an effort to answer it as it is in everyone’s best interest. The telephone should be answered politely, “Good Morning/Good Afternoon/Good Evening Tim Hortons, May I help you?” Management Team Members can authorize a guest to use the cordless phone for emergencies. GETTING INVOLVED - There are many opportunities to add to your experience with us, the Team Member Advisory Group is just one example. The Team Member Advisory Group is a group of Team Members who meet with Management to discuss restaurant issues. The Team Members are elected by their peers to represent the views of the entire restaurant. The Team Member Advisory Group is also responsible for organizing social events for Team Members. The Team Member Advisory Group meets once every four weeks. Minutes from their meetings are posted for review in your Team Member break room. All meetings are paid for. Please note that The Stafford Group has no decision making or involvement with regards to any activity or social event organized. The Stafford Group is not liable for any undertaking concerning Team Member events. The Joint Health & Safety Group meet regularly to discuss health and safety concerns, review our restaurants progress and make recommendations to better improve our restaurant’s atmosphere. The Joint Health & Safety Group meets once every 3 months. Minutes from their meetings are posted for review in your Team Member break room. All meetings are paid for. Team Member Policy Handbook 16
LOYALTY -
Be loyal to those with whom you work. Gossiping about Team Members is not in good
taste.
Allow no reason for others to question your honesty.
Your grievances and complaints should be heard by Management or your Human
Resources Department, not your fellow co-workers or guests.
Do not advertise a complaint.
THEFT POLICY -
It is the policy of The Stafford Group that Team Member theft of money, restaurant property or
property belonging to another Team Member or guest will not be tolerated.
Giving free product to your friends, co-workers or family is also considered theft.
Management Team Members are given a discount code that they must input to activate a
discount for a Team Member food purchase. Management Team Members are NOT permitted
to give this code to any Team Member. Any Management Team Member found abusing their
code privileges will be instantly terminated as this is considered misuse of privileges; with a
result of theft. Any Team Member found guilty of theft will be terminated and The Stafford
Group will prosecute whenever possible.
Any Team Member with knowledge of theft must advise their Management Team immediately.
Failure to do so will result in disciplinary action up to and including termination.
CASH POLICIES -
We realize that people occasionally make mistakes and that the possibility of a shortage in our
cash registers does exist. For this reason, you will not be required to make up cash shortages
where error or inability’s are at cause, unless you are caught or seen stealing or purposely
giving free food to guests or fellow Team Members. In this case, you will either be written up
or instantly terminated. We do not condone stealing and have a very tight security system in
place to avoid any such issues.
However, in an effort to protect the financial assets of the company, significant or regular
shortages will be dealt with on an individual basis.
Team Member Policy Handbook 17The following cash register policies will help you in your accuracy -
1. All sales must be rung into the register at the time of the transaction.
2. State the amount of every sale and the currency received in a loud, clear voice so the
guest is able to hear you correctly.
3. Check ALL bills for counterfeit. Leave the currency received on top of the register
tray until change has been made and given to the guest.
4. Keep the cash drawer closed when not in use and only operate the register assigned to
you by a Management Team Member.
5. All voided transactions must have the overring receipt, reason for overring and corrected
receipt initialed by you, as well as a Management Team Member on duty.
6. If for any reason money must be refunded to a guest, notify a Management Team
Member on duty. Only Management Team Members are permitted to perform this
operation.
7. Never ring up a sale or make change for your own personal use. A Management Team
Member must ring up food purchases for Team Members and input their discount code.
Management is permitted to ask any Team Member for their food purchase receipt, so
please keep it handy while on break.
8. Personal cheques from guests or Team Members are not accepted unless approved by a
Management Team Member on duty. Some Traveler’s Cheques will be accepted.
9. If for any reason you are confused in the use of the register or in a cash transaction with
a guest, please notify a Management Team Member and they will assist you.
10. All guests using American currency are entitled to the proper exchange. If you are
unsure how to handle a US exchange transaction, please notify a Management Team
Member and they will assist you.
Please be advised that there are many different “scams” out there!! We do not provide change for anyone, nor do we
break a $20 bill for 2 x $10’s, etc. This is how people will try and “scam” you; thus resulting in you giving too much
change back. DO NOT be fooled. If you feel you are being scammed, excuse yourself and notify a Management Team
Member who will assist you.
Remember that it is VERY IMPORTANT for all Team Members to be careful when dealing with money. Team Members
are responsible for all the transactions they perform.
Team Member Policy Handbook 18TEAM MEMBER PURCHASES
One of the benefits of working for Tim Hortons is our food policy. Enjoy it, but please follow
the guidelines listed below.
They will be carefully monitored and if abused – will be taken away!
1. Team Member food benefits are for Team Members ONLY. The policy takes effect 15
minutes before your shift and during your shift ONLY.
2. The following items are NO CHARGE to a Team Member -
Regular donuts Coffee
Timbits Muffins
Bagged/Steeped Tea French Vanilla/English Toffee
White/Hot Chocolate HOT Smoothie
Iced Coffee Apple Cider
3. The following items are at a 50% discount to a Team Member -
Bottled Beverages Sandwiches & Soups
Canned Beverages Bagels & Croissants
Bottled Water Breakfast Sandwiches & Flatbreads
Bottled Juices Wraps, Chicken & Breakfast
Iced Cappuccino/Iced Supremes Panini’s
Milk/Chocolate Milk Chili
Mocha Latte & Americano Buns & Biscuits
Mocha Whipped Topping Danishes & Cookies
Fruit Smoothies Yogurts
Lattes & Cappuccino’s Cucumbers, Lettuce & Sliced Tomato
Espresso Beverages Sliced Cheese & Cream Cheese
Hash browns
Oatmeal
4. All other items are FULL price including Christmas Merchandise, Travel Mugs, Canned
Coffee, Canned Hot Chocolate, Canned French Vanilla and Canned English Toffee.
5. No paper cups are to be used for any beverages before or during your shift. Only use
Ceramic Cups.
Team Member Policy Handbook 196. Receipts must be kept by Team Members to show proof of payment at anytime.
7. Please be reminded that your Team Member discount DOES NOT mean that you can
take product or food items home for your friends, family or others at the end of your
shift. You must pay for all items that leave the restaurant at the end of your shift. DO
NOT take advantage of this policy!!!
8. REMINDER that Team Member discounts DO NOT apply at the end of your shift!!
9. Leftover product or “mistake” products are NOT FREE OF CHARGE!!! They are to
be paid for through a Management Team Member.
If you are unsure of what product prices are for Team Member purchases or the rules that apply
to Team Member purchases, please speak directly with a Management Team Member on shift.
DO NOT assume you know the answer – eyes are watching you!!!
PERSONAL BELONGINGS
Personal belongings including wallets, change purses, phones, pagers, clothing, etc. may not be
stored in the restaurant front area. Failure to comply will result in disciplinary action. All
personal belongings should be stored in the Team Member break room for the duration of your
shift. The restaurant cannot be held responsible for lost or missing personal items; therefore it
is in your own best interest to leave your valuables at home.
Lockers are available. You may bring your own lock for a locker but the lock must be removed
after every shift.
NON-SOLITATION POLICY
We believe that, in order for you to do your job effectively, you shouldn’t be disturbed by
solicitors. For this reason, solicitors are not allowed within the restaurant and you may not
accept flyers or any other materials from a solicitor during working hours.
You may not solicit a fellow Team Member during work time. This includes leaving Avon
books, Tupperware information, etc. in the Team Member break room. No postings are
permitted to be hung in the restaurant without your Restaurant Owner’s permission.
Team Member Policy Handbook 20SAFE TRANSPORTATION POLICY
The purpose of this policy is to ensure that our Team Members have a reliable means of
transportation home after any night shift.
All Team Members who work a shift that ends between the hours of 11:00 p.m. and 6:00 a.m.
will be required to ensure they have safe transportation home from work. The various means of
transportation are outlined in the acknowledgement form which you will be asked to sign.
It is each Team Member’s responsibility to make arrangements for safe transportation home.
If, at any time, you are unable to secure transportation, you are required to immediately inform
a Management Team Member on duty and they will assist you in obtaining transportation.
Please note that you will be responsible for any costs incurred as a result of the transportation
provided. Special considerations may be made for Team Members who have been
unexpectedly called in to work during the timeframe mentioned above.
All Team Members will be required to sign the “Team Member Transportation Policy –
Acknowledgement Form”. Should any of the information on the form change at any time, you
are required to immediately notify a Management Team Member in writing of such change,
and if necessary, complete an updated acknowledgement.
HAND WASHING CERTIFICATION PROGRAM
During orientation, you will be required to learn the fundamentals of hand washing and the
importance of proper hand washing techniques. In order to be certified; a Team Member must
demonstrate proper hand washing procedures, pass the Hand Hygiene Quiz and sign a copy of
the Hand & Personal Hygiene Commitment.
We all know hand washing is important in preventing the spread of disease, but did you know
that you should be washing your hands properly at each of the following times -
Before handling any food product
Before reporting to your position
After handling potentially hazardous food (i.e. Chicken)
After preparing or handling any allergen ingredient
(ie. Peanut Butter)
After handling garbage or dirty dishes
After handling money
After using the telephone
Team Member Policy Handbook 21 After using the restroom
After touching your hair, face, clothing or body part
After eating, drinking or smoking
After coughing or sneezing
After finishing every cleaning task (i.e. restrooms, parking lot, restaurant front)
Anytime you leave your position or switch tasks
Anytime you may have re-contaminated your hands
CROSS CONTAMINATION
Learning to handle food properly can prevent the threat of cross-contamination and illness in
our restaurant. Our restaurant is committed to handling products correctly to ensure guests
receive safe food products. Your Management Team Members will discuss the danger of cross-
contamination between raw and cooked foods, what the consequences are, and how to prevent
cross-contamination from happening.
FOOD SAFETY
Knowing how to handle food is particularly important anywhere there is a risk of food
contamination that can make your guests or co-workers ill. You must follow the Food Safety
rules at your restaurant without exception. As part of your training you will complete AF
TIMS Training Title “Food Safety” which includes additional information and training.
TIM HORTONS ALLERGEN POLICY
Tim Hortons Allergen Policy states: If you have a food allergy – Please be aware that Tim
Hortons’ Products may contain, or have come into contact with peanuts, nuts or other possible
allergens. If you are approached by a guest with an ingredient or allergen concern, under no
circumstances should you attempt to give allergen information. Team Members must provide
the toll free Guest Service Number to anyone with a question. Incorrect information may result
in life threatening consequences for some of our guests.
Always refer guests with ALL ingredient and allergen questions to the Toll Free Guest
Service Number: 1-888-601-1616
The toll free number can be found on all posted allergen signage as well as on the back of the
Nutrition Guide.
Team Member Policy Handbook 22RESTAURANT PRIVACY POLICY
Any personal information that is collected by our Human Resources Department or
Management Team Members will be used only for the purposes in which it was collected. If
you have any questions regarding the collection or use of your personal information, please
contact our Human Resources Department directly or review our Privacy Policy posted in the
Team Member break room.
PERSONAL PROTECTIVE EQUIPMENT
To keep everyone safe at work, your restaurant provides personal protective equipment for you
to wear or use when completing duties that could be harmful or cause an injury. You will be
trained on when and how to wear personal protective equipment.
IN THE EVENT OF A CRIME
If you see a crime happening, think a crime or fight may happen, see someone being disruptive
to guests or a Team Member, or see suspicious activity that could cause harm, inform a
Management Team Member on duty to call the police immediately. If a Management Team
Member is unavailable to make the call, call the police yourself. Never try to follow or attempt
to catch a robber. This is a job for the police. Your restaurant’s Emergency Procedures Flip
Chart provides important information about what to do in the event of a robbery.
Additionally, all Team Members are required to view the AF TIMS Training Title “Robbery
and Security” in order to better understand the potential dangers that can occur late at night.
ROBBERY PREVENTION
One of the best ways to deter a robber is to practice excellent guest
service. Keep your restaurant attractive to guests, not criminals, by
ensuring it is neat and clean at all times. Stay busy, even when
there are no guests in the restaurant.
Give prompt, courteous service to everyone. Let guests know that
you’ve noticed them by looking them in the eye and smiling.
Team Member Policy Handbook 23TEAM MEMBER SECURITY
Because our restaurants are open 24 hours a day, security is an important issue for us. In our
restaurants, security cameras are used to record all transactions and guests over a 24-hour
period. Your restaurant also enforces a “No Loitering” policy for the consideration of our
guests and the safety and security of all Team Members.
If you see any situation that is out of the ordinary or notice a breach in our security, notify a
member of your Management Team immediately.
Cash drawer holding cabinets, the safe and the office door are to be closed and locked at all
times when not in use. For your safety, failure to do so will result in disciplinary action. Keep
in mind that only Team Members are allowed in the back area of the restaurant.
STAYING ALERT
When on the job, stay alert, prepared and visible at all times. Watch for loiterers inside
and outside your restaurant. Always be aware of cars parked in out-of-the-way places.
Make sure to notify a Management Team Member on duty immediately if you become
suspicious of anything at all.
TEAM MEMBER SAFETY
Your Restaurant Owner is committed to providing you with a healthy and safe place to work.
You can do your part by making sure that safety equipment is used correctly and that you
follow all safety and security rules. You can help others follow safety rules, too.
If, at any time, you have questions or suggestions about safety in the workplace, don’t hesitate
to speak directly with a Management Team Member. If you notice any unsafe conditions or
practices, please bring them to the attention of our Management Team.
Team Member Policy Handbook 24SECURITY & EMERGENCIES
NEVER leave any doors open.
DO NOT allow access to the back of the restaurant to anyone unless they have proper
identification.
DO NOT allow any guests in the back of the restaurant for ANY reason.
DO NOT simply open a door when someone knocks. Ask who it is first and then use your
judgment when allowing entry to the premises. If unsure, call a Management Team Member
for assistance.
DO NOT give fellow Team Members home telephone numbers to anyone, other than our own
Team Members. These numbers are confidential and for your eyes ONLY!!!
KNOW where the emergency phone numbers are posted. These emergency numbers are
posted in the kitchen area by the telephone. Please review the numbers and familiarize yourself
with their location.
A Management Team Member can be reached 24 HOURS A DAY if an emergency or
situation arises.
If the power should go out, please ensure all doors in the restaurant are IMMEDIATELY
locked, allowing no one to leave the restaurant unless approved by a Management Team
Member on duty.
In case of a fire or disturbance CALL 911. Ensure all Team Members and guests are out of the
restaurant. A designated meeting place will be arranged and informed to all Team Members.
REMINDERS
It is VERY IMPORTANT for all Team Members to follow the safety precautions set out by
your restaurant. Remembering that everyone’s safety, including guests and fellow Team
Members is in your hands at all times!! Any Team Member that does not adhere to the policies
and procedures clearly outlined by The Stafford Group will be presented with a Coaching
Discussion form, including possible suspension. If you are UNCLEAR on any safety
procedure, please speak directly with a Management Team Member or contact our Human
Resources Hotline at (905) 857-8299 for further information.
Team Member Policy Handbook 25WHMIS/OCCUPATIONAL HEALTH & SAFETY/
FIRST AID
WHMIS -
Workplace Hazardous Materials Information System (WHMIS) provides information on
toxicological properties regarding components, handling and disposal procedures. There is a
MSDS station located in your restaurant where you will find a list of all products and their
required handling procedures.
You will be trained to properly handle the materials that you will come in contact with as part
of your regular duties. Please familiarize yourself with this manual.
WORKPLACE SAFETY -
The Occupational Health & Safety Act came into effect in 1979, its purpose, to protect workers
against health and safety hazards on the job.
As part of your training, you will be shown how to work safely in all areas of the restaurant.
You are expected to implement this knowledge during every shift you work at Tim Hortons.
Your Three Basic Rights -
You have three basic rights under health and safety legislation -
1. The Right to Participate
You can identify or make suggestions about health and safety concerns. Discuss your
concerns with a Management Team Member or a health & safety representative.
2. The Right to Know
It is your right to know how to do your job in a safe and healthy way. You also have the
right to know what real or possible hazards are in your workplace. For both of these, you
need training. Participate in all training that is provided for you.
3. The Right to Refuse
If you have reason to believe that a task is unsafe for you or a co-worker, you have the right
to refuse to do that task. There are specific steps that must be followed, and an
investigation will take place. Your first step is to report immediately to a Management
Team Member, the refusal to work and the related safety concerns.
Team Member Policy Handbook 26FIRST AID -
If you are injured on your shift, please inform a Management Team
Member on duty immediately. Proper first aid treatment will be
given at the time of injury.
A Management Team Member must document ALL injuries in
the First Aid Log.
It is very important that ALL incidents are reported to a Management Team Member on duty
immediately after occurring. No matter how minor you feel the injury is, it is very important
for us to know. Please make sure you are detailed in the process of explaining to the
Management Team Member on duty what exactly happened.
If medical treatment or attention has been given AFTER the injury, please inform a
Management Team Member so proper paperwork can be updated, filled out and filed.
In any workplace, it is very important to establish a clean, safe and healthy environment for all
Team Members.
To achieve this, it requires everyone to be aware and responsible when performing a procedure
or using products and equipment, which may pose a threat to the safety of yourself or others.
Listed below are points to remember when on shift at Tim Hortons -
1. Know where the restaurant’s First Aid kit is located and familiarize yourself with it. If
you find any supplies missing, contact a Management Team Member immediately.
2. All accidents MUST BE reported to a Management Team Member.
3. Never leave a knife or any other sharp object in a sink full of water or buried under
another object.
4. Be careful of donut baskets. Always use oven gloves or the basket lifter if you are
unsure.
5. ALWAYS display the “Wet Floor” sign when mopping an area of the floor whether it
is in the back or the front of the restaurant. Please clearly notify all Team Members of
wet floors in the restaurant before beginning this task.
Team Member Policy Handbook 276. Most accidents occur from slipping on the floor. If you spill or drop something, please
take the time to clean it up RIGHT AWAY. Do not leave the mess for someone else to
clean up – it may be too late!!
7. Clean as you go cuts down on potential safety hazards.
8. If a guest reports a potentially dangerous situation, such as an icy sidewalk or slippery
floor, please report it to a Management Team Member immediately.
9. Please find below a SAMPLE of a First Aid Report that must be filled out for every
accident or occurrence within the restaurant. It is the Team Member’s responsibility to
inform a Management Team Member on duty of any occurrence.
Restaurant #: ________
Date & Time of Injury: __________________________ Time: _________ AM PM
Team Member Name: ___________________________
Exact Location of Injury to the Team Member: ______________________________________________________________________________________
(For example, Left Hand, Right Foot, Face, etc.)
Description of how the Injury Occurred?
Where was the Team Member when the Injury Occurred?
(For example, Back of Kitchen, Restaurant front, Outside, etc)
Name of Witness: _____________________________
Was Treatment required for this Injury? YES NO Type of Treatment Given to Team Member: __________________________________
Did the Team Member leave work due to this Injury? YES NO
If yes, what time did the Team Member leave the restaurant? ____________ AM PM
How did the Team Member get home? ____________________________________________________________________________________________
Was this incident entered into our restaurant’s Accident Report Log? YES NO
Management Approval: _____________________________________
Team Member Policy Handbook 28PAYROLL & PERFORMANCE Starting a new job can be both exciting and a little scary. We want to make sure you are comfortable and confident in your new role. Hours of Work - Because our restaurants are open 24 hours a day, every day, we can offer flexibility in our work schedules. Let your General Manager know the hours of work that fit with your school, family or outside activities. Work Schedule - Your work schedule will be posted one week in advance (sometimes two weeks in advance) and you are expected to work as scheduled. Keep in mind that schedules are carefully prepared to balance quick friendly guest service and quality/quantity of production. If your availability changes, discuss these changes with the General Manager of your restaurant and we will try to accommodate your needs whenever possible. Remember that you are part of a Team, the more notice you give your Management Team the easier it is for them to make other arrangements at your restaurant. This will ensure a fully staffed shift of Team Members to better serve our guests. A Management Team Member cannot change your schedule once it is posted without asking for your permission. If you want to switch a shift with a fellow Team Member, you will need the General Managers approval. You will be paid every two weeks. The payroll period starts on a Sunday at 11:00 pm and ends the second Sunday following at 10:59 pm. Your pay will be deposited directly into your bank account the Friday morning after each payroll period has ended. A deposit notice will be ready for pick-up after 7:00 am on payday informing you of the amount directly deposited into your account. Tim Hortons will not issue paycheques early and we will not issue cash advances and/or loans against any future monies paid. Team Member Policy Handbook 29
The first three months at work are considered your “probationary period”. This probationary
period is for new Team Members only. At the end of this period, you will be evaluated on your
performance, attendance and disciplinary concerns. A performance evaluation will be
presented to you in a meeting involving the necessary Management Team Members and
yourself.
A Management Team Member on duty must approve ANY hours that are incurred above and
beyond your scheduled shift. This includes working 15 or 20 minutes before or after your shift.
If not approved by a Management Team Member on duty, the hours worked will not be paid.
Please remind a Management Team Member on duty to authorize your extra hours worked,
therefore there is no confusion with the payroll department.
The Human Resources Department has conveniently set up an HR Hotline that can be utilized
by all Team Members. This hotline is provided to all current and past (within 1 month) Team
Members to answer any questions you may have regarding your pay, statutory holidays,
termination/resignation concerns, EI benefits, WSIB and other pertinent Human Resource
issues. This hotline is offered free of charge and is an excellent way of providing Team
Members direct answers to their concerns. This is how it works…
If you have a concern that needs the attention of the Human Resources Department, please ask
a Management Team Member for the telephone number to our hotline (it is also posted in your
Team Member break room). A pre-recorded message will ask you to please leave your name,
telephone number, restaurant location number and concern (in detail) at the sound of the tone.
Please be advised that some concerns left by Team Members take more investigative work than
others, therefore a longer period for a returned phone call may be required.
The telephone number to our Human Resources Hotline is (905) 857-8299.
www.thestaffordgroup.ca
Yes, it is true! The Stafford Group is now on-line providing Team Members and guests with
informative information relating to our company. Current Team Members will be able to
view their schedules on-line, check out Team Member Tim Point totals, contact our Human
Resources Department, participate in contests for GREAT prizes, review procedures and
policies relating to their position(s) and so much more! Ask a Management Team Member for
your user name/password and get on-line today!!!
Guests will be able to view our “Soup of the Day” menu, apply to work at Team Tim Hortons
and learn a little more about our company and our four Tim Hortons restaurants.
Team Member Policy Handbook 30STATUTORY HOLIDAYS
The following days are considered Statutory Holidays and are recognized as Statutory Holiday
pay to the Team Member -
New Years Day, Family Day, Good Friday, Victoria Day, Canada Day, Labour Day,
Thanksgiving Day, Christmas Day and Boxing Day.
TEAM MEMBER REVIEWS & APPRAISALS
Your First Three Months -
Your first three (3) months in any job are considered a probationary period. During this period,
you will have the opportunity to evaluate us and your
Management Team will evaluate your performance. Before the
end of the probationary period, you will receive an evaluation
that assesses your overall performance and communicates any
areas for improvement moving forward.
Evaluating Your Performance -
Performance reviews are a great way to learn about yourself
and how you’re doing on the job. It gives us an opportunity to
recognize your achievements and set up an action plan to help
with your development. All Team Members performance will
be reviewed once a year. A yearly performance review will be
completed on all Team Members, no matter the length of time
served at Tim Hortons.
Our goal is for you to know how you are doing every shift, through positive and corrective
coaching. If you would like additional feedback, please ask!
Team Member Policy Handbook 31There are several progressive stages a Team Member can attain while working at Tim Hortons.
For example, a Team Member can become a Crew Trainer, a Supervisor or eventually part of
our upper Management Team. A Team Member is also able to learn other job responsibilities
within the restaurant such as kitchen work, bus person
and drive-thru.
We encourage all Team Members to set a goal or two
and work towards them….when achieved, set another
and advance with Team Tim Hortons!!!
Yearly performance reviews will be completed by a
Management Team Member and are given to each
individual Team Member privately. Each Team Member
is encouraged to comment on their review. Please be
advised that even though a review is being completed, it
does not necessarily mean that each Team Member will
receive a monetary increase.
Your review will be based on the following criteria –
Job Performance - Being a Team Member, able to take the initiative, guest awareness
and maintaining Tim Hortons standards while on shift.
Attitude - Having a positive outlook, taking pride in your work and having the
ability to accept and give constructive criticism.
Dependability - Attendance records, punctuality, volunteering to work when needed
or restaurant is short staffed and the ability to work with little
supervision.
Appearance - Following Tim Hortons standards on grooming, hygiene, jewellry,
hair, shoes and uniforms as explained in this Team Member Policy
Handbook.
Hospitality - Serving our guests with a smile and following all best practices
outlined in this Team Member Policy Handbook.
Team Member Policy Handbook 32DISCIPLINARY ACTION
Disciplinary Process -
We believe in FAIR treatment for all Team Members. That is why we practice progressive
discipline. Should a situation arise that requires performance management, your Management
Team will look at each case individually, making sure to follow the Employment Standards and
legislation of our Province. Contact with the Human Resources Department is usually
necessary.
There are a number of circumstances that warrant disciplinary action. In each case, a Coaching
Discussion form will be completed, communicated to and signed by the Team Member and a
Management Team Member. It will then be filed in the Team Member’s personnel file.
Should such an incident occur, the following progressive coaching will take place -
First Incident – Team Member is given a documented Verbal Coaching Discussion Form.
Second Incident – Team Member is given a Written Coaching Discussion Form.
Third Incident – Team Member is given a Last Chance Coaching Agreement Form.
Fourth Incident – Team Member is terminated with just cause.
Grounds for Termination -
We expect all Team Members to adhere to our restaurant rules and regulations at all times.
This is not a complete list so let common sense be your guide as to whether or not your conduct
at any one time does go against the interest of the company, its guests or the expectations of
The Stafford Group.
Disregard or violation of any of the following rules is unacceptable and will result in immediate
disciplinary action ranging from progressive documented coaching to suspension and/or
possible termination. If your employment is terminated with just cause, you will not be
provided with pay in lieu of notice or severance pay. Your Record of Employment will reflect
termination with just cause.
The following is a list of rules and guidelines that were designed for the safety and rights of
every Team Member and our guests in the day-to-day operation of our restaurant.
1. The careless or deliberate misuse, abuse or sabotage of any tools, equipment, materials,
products or other property owned by The Stafford Group or in the company’s custody is
not permissible.
Team Member Policy Handbook 33You can also read
