Section 1

Introduction & Purpose

This document aggregates all basic operational Guidelines to be followed at the Kilchrenan Inn. As we define new processes and systems practices in line with brand it is the primary reference for how we run the Inn.

These Guidelines are intended to enable:

Consistent on-brand experience for all customers and guests in service, food and drink quality, and condition of the premises
Align the team and train staff on all critical aspects of running the Inn
Ensure full regulatory compliance with all licensing, food hygiene, safety and control requirements
Maximise turnover through effective marketing, customer engagement and optimal service
Maximise profitability by controlling product, labour, and maintenance costs

Coordinate any changes through Iain Nicholson as Head Chef and General Manager. If something doesn't make sense we will change it, and if something is wrong we will fix it.

Section 2

Brand & Identity

Kilchrenan Inn is a food-led, rural inn for people who value calm, craft and quality. We are worth the journey for thoughtful Scottish food cooked from scratch, warm and genuine hospitality and a place that feels welcoming, sociable and unpretentious.

We welcome locals, travellers and staying guests alike, but we do not chase volume, discounts or chaos.

Brand Pillars

Food Cooked from Scratch, Shaped by Season and Place
Restful, Considered Stays
Calm Well-Organised Hospitality
Warm, Sociable and Welcoming
Proudly Independent

Our Audience

Primary — Staying Guests: Highest profitability, value calm, quality and organisation, expect the full Kilchrenan Inn experience
Secondary — Destination Diners: Travel for good food, visit with intent rather than convenience, strong reputation builders
Supporting — Locals: Central to the life and atmosphere, important for continuity and local pride, especially in quieter periods

Guardrails

We don't compromise food quality to chase volume or deals.

We don't knowingly create service patterns that undermine calm or quality.

We don't publicly discount food or rooms to drive demand.

We don't allow last-minute dietary changes without clear communication where it can be avoided.

We don't let one audience dictate decisions at the expense of the whole experience.

We don't personalise the Inn around individuals; the brand is the Inn, not one person.

Section 3

Leadership & Accountability

Head Chef & General Manager — Iain Nicholson

Oversees day-to-day operations
Owns food quality and consistency, delivers target food GP
Maintains HACCP and other compliance
Develops seasonal menus, leads kitchen and service team culture
Co-ordinates the overall rota and staff systems
Undertakes and oversees day-to-day marketing
Acts as Premises Manager

FOH Supervisor — Alice Shambrook

Owns guest experience and oversees bar operations
Maintains licensing compliance
Organises FOH rotas with attention to service levels and labour cost
Coordinates restaurant bookings and events
Coordinates Inn communications
Updates operating systems (POS, Stampede)

Support Functions

Finance: Tina Goldsmith — finance@kilchrenaninn.co.uk
Systems: Bob Moncrieff — admin@kilchrenaninn.co.uk
Facilities: Chris Goldsmith — chrisgoldsmith@turnstoneestates.com
Housekeeping: Karen Taylor — karen@kilchrenaninn.co.uk

Section 4

Restaurant Guest Journey Standards

Greet within 30 seconds of arrival
Offer water immediately on seating
Take food order within 10 minutes
Check back within 2 minutes of food landing
Remember desserts — always offer, never assume
Gather feedback — ask how they found the Inn
Offer TripAdvisor or Google review to happy guests at the end

Section 5

Room Guest Journey Standards

Check arrivals list each morning — confirm room readiness with Karen
Prepare keys, welcome information and any special requests in advance
Check pre-authorisations on card machine for accommodation
Review special requests (anniversaries, dietary needs, late arrivals)
Explicitly check guests in and out via FreeToBook
Move any restaurant/bar charges to room tab during stay
Print room bill the evening before checkout for accuracy review

Section 6

Restaurant Service Operations

See Appendices for the full FOH Opening and Closing Checklists. Key standards:

Tables positioned correctly, chairs aligned and clean
Cutlery polished and placed correctly, napkins folded uniformly
Menus clean and current — café, lunch, dinner, dessert, wine list, children's
Allergen matrix accessible at all times during service
5–10 minute team briefing before each service covering reservations, specials, VIPs and upsell focus
Final pre-service walkthrough — stand at the front door and view the room as a guest would

Section 7

Bar & Beverage Operations

Bar must look abundant but organised — never cluttered
Whisky and spirit shelf dusted, labels facing forward
Wine fridges stocked: prosecco, house whites, house reds, rosé, champagne and premium bottles positioned correctly
Garnish station: fresh citrus sliced, mint fresh, ice bins full
All glassware polished: wine glasses, champagne flutes, tumblers, pint glasses
See Appendices: EPOS System Operating Instructions and Bar Stock Sheet

Section 8

Kitchen & Food Operations

HACCP compliance maintained at all times — Chef is responsible
All dietary requirements confirmed with FOH before service
Specials and any 86'd dishes communicated to FOH at briefing
Food cooked from scratch, shaped by season — no compromises on quality
Allergen matrix kept current — any changes communicated to FOH immediately

Section 9

Rooms & Housekeeping Operations

Karen Taylor manages all laundry and room cleaning: 07738 940519
Laundry collected by Mackleeners (Linentech app): Tuesday, Thursday, Sunday from downstairs lobby
Each room: 2 bath sheets, 1 bathmat, 2 hand towels (Room 2 with children's bunks: add 2 smaller towels)
Room supplies: 2 caramel biscuits, 4 teabags, 4 coffee pods, 2 teacups, 2 water glasses, 2 spare loo rolls
See Appendices for full Room Cleaning Checklist and Laundry Recording Sheet

Section 10

Facilities Management

All maintenance issues recorded in the Maintenance Log (see Appendices)
Facilities Supervisor: Chris Goldsmith — chrisgoldsmith@turnstoneestates.com
Report any overnight maintenance issues at opening and inform Chris
Do not attempt to repair electrical or plumbing faults — report and log only

Section 11

Staffing

Rotas managed via Connecteam — all staff must have the app installed
Open shifts published via Connecteam Job Schedule — staff claim through the app
FOH staffing queries: Tina Goldsmith — finance@kilchrenaninn.co.uk
Kitchen staffing queries: Iain Nicholson — chef@kilchrenaninn.co.uk
See Appendices for Staff Induction Checklist

Section 12

Procurement & Supplier Management

All supplier invoices processed by Tina Goldsmith via Xero
Non-regular spend requires authorisation from Tina or Chris
Supplier contacts held in the Suppliers folder in the Google Drive
Beer line cleaning: Wai Tsang (Clear Brew) monthly — 07832 776316
Linen and laundry: Mackleeners via Linentech app

Section 13

Marketing & Reputation Management

Day-to-day marketing: Chef and FOH (social posts, specials)
Website: — admin@kilchrenaninn.co.uk
Email marketing via Stampede — contact Alice or Bob to set up campaigns
Facebook: facebook.com/kilchrenaninn — monitored via hello@kilchrenaninn.co.uk
Instagram: @kilchrenaninn
TripAdvisor and Google reviews — encourage happy guests at the end of service
We do not publicly discount food or rooms — brand guardrail

Section 14

Events & Seasonal Programming

Events coordinated by Chef and FOH with support from systems/marketing
Table bookings for events via Stampede — can be set up as fixed-price event tickets
Advance payment events can use Stampede voucher system
Seasonal menus developed by Chef — communicate changes to FOH and update Squarespace

Section 15

Financial Controls & Reporting

All financial management via Xero — Tina Goldsmith is responsible
End of Day on SPOS transfers daily sales data to Xero automatically
Cash float: £200 at all times. Reports and cash in safe under FOH bench each night
All supplier invoices to finance@kilchrenaninn.co.uk
Non-regular spend requires prior authorisation
Performance dashboard: PowerBI — accessible via the Staff Hub

Section 16

Human Resources & Culture

HR matters: Tina Goldsmith — finance@kilchrenaninn.co.uk
Good organisation, respect for the team and pride in what we do are our culture
Staff induction checklist in Appendices — complete for all new team members
Alignment meetings: see Appendices for format and agenda template

Section 17

Licensing & Legal Compliance

FOH Supervisor/Manager is responsible for licensing compliance during FOH shifts
Challenge 25 policy applies at all times
Any licensing queries: Tina Goldsmith — finance@kilchrenaninn.co.uk
Food hygiene compliance: Iain Nicholson — chef@kilchrenaninn.co.uk

Section 18

Health, Safety & Risk

All incidents recorded in the Incident Report Form (see Appendices)
Fire doors to be kept closed at all times — check on closing
CO2 monitor in cellar — check regularly for slow leaks
Do not touch gas cylinder pressure regulators
Cleaning chemicals: dilute concentrate — 2 inches in spray bottle, fill with water
Report any safety concerns immediately to Iain or Chris

Section 19

Crisis Management

For any emergency: call 999 first, then notify Iain and Chris immediately
Power failure: SPOS has a standalone mode; DOJO card machine can operate independently
Till or network down: use DOJO in standalone mode for card payments
Beer/cellar emergency: call Wai Tsang (Clear Brew) 07832 776316
Building/facilities emergency: Chris Goldsmith — chrisgoldsmith@turnstoneestates.com

Section 20

Performance Management & Continuous Improvement

Live performance dashboard available via the Staff Hub (PowerBI)
Regular alignment meetings — see Appendices for format
Changes to this document should be noted in the Change Log and coordinated through Bob and Iain
Always refer to the current version in the Staff Dashboard for the latest copy.

KILCHRENAN INN OPERATing GUIDELINES

Main Guidelines

Contents