Introduction (What QH is all about)

QualityHost good practice principals is endorsed by H.S.I

RESPONSIBLE HOSPITALITY 

QualityHost was recently presented to the Liquor Licensing Authority at hearings. The Authority clearly indicated in their decision that they ‘applaud’ this initiative by Licensees and it clearly shows they are prepared to go the extra mile to show they are responsible and their attitude is not in question. Please now read on.A BRIEF OVERVIEW
(this is what QualityHost is all about – and why it was established). 

FIRST AND FOREMOST – QUALITYHOST IS AN EFFECTIVE WAY FOR LICENSEES TO ENSURE THEY MEET REGULATORY AND LEGISLATIVE REQUIREMENTS.  

Gain peace of mind that your premise not only meets but EXCEEDS compliance requirements on a consistent basis. 

Receive independent compliance reporting and advice.  

SECONDLY. A COMPETITIVE POINT OF DIFFERENCE.
QualityHost is a competitive marketing tool. Gain increased business profile with branding opportunities that go with QualityHost membership.  

DILIGENT AND SAFE STAFF ARE A PRIORITY.
Detailed Mystery Shopper reports include service, attitude and compliance checks of staff.
Valuable regular in-house training giving greater peace of mind. 

In short – it is RESPONSIBLE HOSPITALITY 

The Liquor Licensing Authority has signaled a need for quality auditing of licensed premises to ensure they are compliant.
This has been addressed in recent decisions whereby applications for suspension of licences have been heard, such as 

 375-6/03 Madakaco Ltd – opposed renewal due to sales to Minors – ‘to its credit the company has undergone a series of audits and further training of its staff. It may well have been appropriate for a suspension of the licence. Renewed accordingly.
314-317/03 D J Barry Ltd and others – the value of audits for signage and training was also highlighted. 

A quality audit has given the Authorities some hope that the problems for a particular premise are in the past.
Many Licensees have also recognised the need for an INDEPENDANT check of their premise for their own protection to make sure they are compliant and safe for their own peace of mind.
Its all well and good doing an audit which 3 months later will have fallen over, or forgotten about with a change of staff. These types of audits are only done when a premise is in trouble.
To give impetus to continued compliance a value in business dollars is an incentive. 

Safe training is also an issue. 

So…………. This audit system will do exactly what the original intention was. 

This is now a system to encourage ongoing compliance because;
the Authorities accept it, and
It will get more people in the doors and they will make more money. 

The public needs to know what premises are considered safe and clean, especially with the issues around drunks and drink spiking. 

 The scheme is a nationally recognised standard giving  

1. Peace of mind to the Licensee
2.   A degree of protection
3.  An excellent marketing opportunity
4.  Assistance to the administering bodies for their own inspections
5.  Self-auditing -The public will be encouraged to give feedback to QH, which in turn will be discussed with the Licensee.

 LEGISLATION COVERED  

• Sale of Liquor Act
• Health and Safety in Employment Act
• Food Hygiene Regulations
• Building Act, Regulations and Code.
• Fire Safety (evacuation of buildings) Regulations
• We will also advise on Smoke free and Gaming legislation

AIMS AND OBJECTIVES

FOR THE AUTHORITIES.

• QH committed to improving the compliance levels of licensed premises.
• Endorsement that these premises want to do the job properly.
• Endorsement that they are doing the job properly
• Ease with inspections.
• An extra line of communication.
• A win-win. 

FOR LICENSEES AND THE PREMISE

• QH promoting the best from the rest.
• Safe staff – safe premises.
• Peace of mind.
• Show the Authorities that you want to do the job properly.
• Get more customers, especially those who are not sure where to go.
• Feedback you can deal with .
• Get on board today – increase safety, profile and customers.
• Avoiding Alcohol abuse. 

FOR THE CONSUMER

• QH helping you have a good night out.
• Knowing that these premises WANT you to have a good time.
• Safety and security is a priority.
• Clear line of communication for problems and praise. 

What the scheme gives for your $
 
The following is for those who enrol on the FULL QualityHost program as outlines further on.(You may decide you do not want the full program but rather some of the individual services details further on).The value of the scheme – What it DOES do – what you get for the cost – in considering the value you should have regard to the following: 

1. Peace of Mind –- Confidence that your premise is compliant with the current regulations and legislation. That you have professional input not directly involving the Authorities.

2. A full quality Audit every 6 months of your premises to be sure you are fully compliant with the Sale of Liquor Act, Health and Safety and all legal requirements. (Up to 7 areas of different legislation). 

What Is In The Audit – QualityHost is operated on a points system. There are 50 check points all together. 

To achieve the QualityHost standard the premises must achieve all the checks that have a ‘1′ point standards. This is a Total of 32 points for an On and Club premise. (Less for an Off-Licenced premise). 

Additional choices a premise offers will achieve extra points depending on the value to the consumer – For QualityHostPlus On-Licensed premise must achieve an additional 10 of the remaining 18 standards.
This is a brief overview – the actual audit is considerably more in depth  

3. Provides the Authorities with an indication of the quality of your business. With the clients consent copies of all audits and certification is given to the appropriate DLA and Health protection advisor. 

4. With the clients consent regular feedback from the Last Drink Survey is obtained from the appropriate Authorities. 

5. Increased staff awareness
All staff are given notices advising of the commitment, process and audit content. This will increase their diligence with compliance and ultimately your protection.
ALSO – 90min TRAINING SEMINARS – ON YOUR SITE IN YOUR TIME FOR ALL STAFF (every 6 months). 

6. Mystery Shopper / Controlled purchase

MYSTERY SHOPPER.
You can elect a report every four months.
A different ‘couple’ each time will make a booking and complete a report. This could include a controlled purchase (see below). Within a week you receive a detailed report covering the following
Reservation / Booking – Arrival – Surroundings – Setting – Service – Cleanliness – Professionalism of staff and duty managers – Checking ID – Billing – Departure.
We are able to add in any other aspect you want – within reason. 

CONTROLLED PURCHASE (Separate to Mystery Shopper).
A ‘Young person’ who may or may not be under 18 is sent in to obtain alcohol.
We ensure the law is not broken – depending on the designation.
A one page report is forwarded to you – who, what, when, etc. 

7. Health and Safety Policies can be set up and training provided. This can be a huge cost saving in time and expertise. We give you a simple template with a Hazard and Accident Register – you do the rest. 

8.Added value to the business.
Use of the QualityHost logo on all materials. Increasing your profile and marketing appeal. 

9. Materials and Services provided.
All premises that participate receive the following (included in the original fee).
A) Sale of Liquor Act and/or Barbible manual
B) SIGNAGE. A full range of classy, QualityHost signs provided free (There are 15 to choose from). Included is a ‘Welcome’ sign advising on QualityHost. This remains the property of QualityHost.
C) A framed certificate from QualityHost.
D) Staff training awareness notes on the QualityHost process. 

DISCLAIMER – What it DOES NOT do

1. Does not give you or the staff protection from prosecution.
2. Guarantee yourself or the public continued compliance.
3. Will not guarantee the quality of your products (e.g. Great coffee) 

Withdrawal / Cancellation
In all cases a proportionate refund of advertising will be payable.

1. The client can withdraw at any time (no refund).
2. If a conviction or prosecution occurs under the SOL Act.
3. If complaints or observations regarding ‘audit standards’ are not maintained and rectified. 

Notice of the cancellation is at the discretion of QH and will be given in writing to the client, DLA and Health. At this stage the use of all branding will cease. 

The value of the cancellation policy is to encourage vigilant compliance. A Licensee does not want to be certified QH and have this disappear from advertising and stationery. 

How to register for the full program and how it works 

• Contact us direct.
• A brief meeting is held to discuss the scheme.
• A Licensee registers for the scheme, signs a contract and pays the appropriate audit fee.
• The fees or deposit are paid on contract.
• A meeting and inspection is arranged and carried out to ascertain compliance (all criteria are listed below). Takes about 90mins. To obtain final certification a premise must meet all of 38 steps.
• A reasonable time is given to lift compliance.
• Somewhere in here to suit we arrange the first of two staff training seminars.
• A second inspection is completed.
• If compliance is met a certificate is issued
• If it is not met further inspections could be requested (at an extra fee).
• Spread throughout the 12 months we hold

A) Two spot checks.
B) One further training seminar (at 6 months)
C) (If elected) 4 to 6 Mystery shopper reports, and/or the Controlled Purchase option (Minors / ID checks). 

There is something happening on a regular basis. 

The certification is applicable for one year
When that year is up a renewed inspection can be carried out.
The certificate will be endorsed for another year.
The advertising contract can be renewed. 

Should the premises change ownership?
A) By arrangement with all parties the QH certification can automatically transfer.
B) Two audits will be required however (at the renewal fee) one and two months in to the new ownership.
C) Should the new owners not continue or not comply then the QH certification is cancelled. 

We have had the full program valued !
CONSIDER THE ACTUAL COST
(These are the individual costs if you wish to just choose a particular service) 

CONSIDER THE VALUE IN PAYING INDIVIDUAL PROFESSIONALS OR STAFF OR YOUR TIME IN GETTING THIS RIGHT. $5350.00 +++ pa
And then,do you have the expertise to be sure everything is correct? 

These figures are based on an average of other consultants and specialists service fees – and a degree of staff time. 

TWO STAFF TRAINING SEMINARS at $400 each.
4+ hours of independent expetise and workbooks {$800.00} 

TWO COMPLETE AUDITS AND FOLLOW-UP.
5+ hours, Assurance and a huge time saving {$1600.00} 

HEALTH AND SAFETY POLICY SET UP.
Now a mandatory requirement and again a huge saving in time and expertise. {Up to $1300.00} 

FIRE AND EVACUATION SCHEME SET UP.
Mandatory dependent on size of venue. Template and advice provided. {$400.00} 

SIGNAGE.
Classy and not rubbish. {$50.00} 

MYSTERY SHOPPER / CONTROLLED PURCHASE OPTIONS.
6 reports on full customer service and satisfaction (@ $200 each). {$1200.00} 

ASSURANCE AND INSURANCE.
There is no value. {$?} 

FOR AN ANNUAL SUBSCRIPTION AND COMMITTMENT
Costs Charges & Timing for the full annual program
There is no full ‘up front’ payment. 

For an ON or CLUB LICENCED PREMISE $1500.00 deposit on joining. Then Monthly Automatic Payments of $175.00.  

(Thats a total of $3435 first year, then $2100 subsequent years) 

For an OFF LICENSED PREMISE $1000.00 deposit on joining. Then Monthly Automatic Payments of $140.00.

Discounts for:

• Second and subsequent premises for the same Licensee.
• Liquor Licensing Bureau Ltd regular clients. 

Bartercard options: 

Additional (mostly optional) costs can include:

• The Mystery shopper / controlled purchase (by reimbursement of costs to the MS only).
• Extra Staff seminars. 

Duration
Certification is on-going but a member must remain in the system for 12 months.
After this either party can cancel the contract on three months notice.

Contact QualityHost now to discuss the options.

CONTACT US
131 Victoria Street
Hamilton
Phone 07 839-1514
Fax 07 839-6612
0800 QUALHOST (0800 78254678)
Email: ross@liquorlicensing.co.nz