"Introduction to Licensed Retail Operations (ILRO)"
PBP Learning & Development 46 Moss Lane West, Manchester M15 5PH Tel: 07812 – 753 – 555 Fax: 0161 – 737 - 2550 Introduction to Licensed Retail Operations (ILRO) The BIIAB Introduction to Licensed Retail Operations consists of 13 sections: * Cash security and stock control - Till security, fraudulent practices, staff control, security of cash on premises and cash transferral, stock control * Catering – Planning & stock control, menu planning, dish costing, equipment, food safety control, enforcing agencies & legal requirements, storage/production/service of food. * Customer service & selling skills – Customer service, the service-profit chain, customer service path, effects of customer service on a business, effects of customer service on customers, staff approach/attitude/appearance, greeting & serving customers, effective service of products, customer complaint procedure, selling skills, identifying selling opportunities, selling techniques, sales training & motivation of staff. * Employment law – Wages, time off work, flexible working, redundancy, disciplinary procedures, instant dismissal, grievance procedures, termination of employment, Asylum & Immigration Act 1996, statement of terms & conditions, transfer of undertakings (TUPE), staff record (PAYE, NI etc.), and itemised pay statements, Employment Rights (Dispute Resolution) Act 1998, working hours, employment of children & young persons, maternity & parental rights, discrimination. * Financial management – Bookkeeping, annual budgets & finance, gross & net profit, working with VAT, calculation of gross profit margins, calculating gross profit & required sales prices, profit & loss account, projected profit & loss account, fixed/variable costs, sources of professional advice, cash flow, break even levels of trade, stocktaking, business plans, national insurance & PAYE, PAYE on tips, Value Added Tax (VAT). * Gaming and machine income – The law on gaming/AWP/betting & lotteries, machine income, maximising machine income. * Health and safety at work – The Health & Safety at Work Act 1974, health & safety policy, health & safety first aid regulations, Reporting Injuries Diseases and Dangerous Occurrences Regulations (RIDDOR), health surveillance for employees, Control of Substances Hazardous to Health (COSHH) Regulations, Regulatory Reform (Fire Safety) Order 2005, Manual handling Operating Regulations, Electricity at Work Regulations, The Management of Health & Safety at Work Regulations, Personal Protective Equipment, risk assessment. www.PBPLearning.com PBPLearning@aol.com PBP Learning & Development 46 Moss Lane West, Manchester M15 5PH Tel: 07812 – 753 – 555 Fax: 0161 – 737 - 2550 * Management of internal and external areas – Management of external areas, management of internal areas, saving energy, management of internal and external * Management of staff – resources & time management, delegation of tasks, communication with staff, motivation of staff, identifying the need for/planning/delivering staff training. * Marketing and merchandising – marketing, market research, SWOT analysis, market segmentation, marketing objectives, definition of ‘the product’, promotion of ‘the product’, development of a sales plan, the purpose of merchandising, purchase decisions & behaviours, presentation of the premises, promotions & promotional material, monitoring & evaluation of promotions, ‘social responsibility standards’ for the promotion and sale of alcoholic drinks in the UK. * Product knowledge & drinks service – Preparation of dispense equipment, opening the bar area, preparation of bar stocks, service of products, product knowledge, disruption to service, fire prevention & security checks, closure of the bar area. * Staff recruitment & induction – Recruitment, job descriptions & personal profiles, interview technique and selection, writing & use of references, induction. * Trade description/weights & measures/other relevant legislation – Trade Descriptions Act, Consumer Protection Act, weights & measures for beer, wine & spirits, licensing offences, Performing Rights Society and Phonographic Performance Limited Licences, crime prevention & CCTV, prevention of terrorism, smoking policy, anti-discrimination law. ILRO is assessed by a short, closed book examination that uses multiple- choice questions. The course is completed over 3 days of training. If you hold the NCPLH two nationally recognised qualifications are awarded – the Introduction to Licensed Retail Operations, and the National Certificate in Licensed Retailing (NCLR). Next course dates: Cost: £ www.PBPLearning.com PBPLearning@aol.com