Booking/ Reservation Policy and Procedure

Purpose:
The purpose is to give information to our valued customers regarding booking policy and
procedures. To make a reservation to Restaurant or in the Bistro please call 9267 7219 (we do
not accept online reservation).
Policy and Procedures:
Call as far ahead of time as possible:
If customer will be able to make a lunch/dinner reservation early in the same day, they can
call ahead of time. However, to make the reservations more than a few days in advance, it is
best to call the day of the lunch/dinner to quickly confirm the reservation.
72 hour notice is required for change of numbers of group bookings, or on special event
days.
For group / event bookings of 10 or more people require a $5.00 deposit, per person, to be
paid within two-weeks of the date the booking was made. If the deposit is not received the
booking may be cancelled.
Visit the restaurant in person.
For a big reservation, we highly recommend to come in person to the Restaurant as we can
give you details and cater your needs.
Opening times:
Restaurant:
Lunch - Tuesday to Friday - 11:30am to 1:30pm
Dinner - Monday to Friday - 6:30pm to 9:30pm Bistro
Lunch - Tuesday to Friday - 11:30am to 1:30pm
Coffee available week days 10am to 2pm

Confirmation / Cancellation:
Once the customer secured the reservation, staff will contact few days in advance to
confirm the booking. If the customer were running late about 45 minutes, the staff will
contact for follow up purpose. For booking cancellation, Restaurant/Bistro cannot refund
your deposit.

Payment Policy Method

These establishments accept all Credit Cards payment and cash. Individual payments are not
accepted.
Policy and Procedure for Responsible Services of Alcohol

Bentley Pine restaurant has the right to refuse entry to people who may be
considered to be under the influence of alcohol and displaying signs of drunkenness.

The supply of alcohol on the premises to juveniles (under 18 years of age), or drunk
customers, is not permitted.

The consumption of alcohol on the premises by juveniles, or drunken customers, is

not permitted.

Bentley Pine restaurant discourages practices that lead to excessive or rapid

consumption of alcohol.

The following Policies and Procedures have been adopted to ensure the responsible
service of alcohol.

A range of drinks are offered on these premises. These include a range of nonalcoholic beverages.

Low alcohol beers and non-alcoholic beverages are stocked and promoted.

Staff have been acquainted with this Policy and trained to implement it.

Procedure for Responsible Services of Alcohol

Excessive or rapid consumption of alcohol.

If such patrons continue to order alcoholic beverages, the staff member will contact
The lecturer on duty and alert them to the patrons current or impending of
intoxication.
The lecture will determine whether or not service should be refused.
If service is refused, the senior duty person will politely explain to the patron(s) that
the Restaurant cannot legally serve alcohol to the point of intoxication.

Under Age Drinking

This Restaurant has surveillance procedures designed to detect under age persons
seeking to enter the premises.

If a staff member believes that a person, who is ordering or being supplied alcohol, is
less than 18 years of age, they will politely request proof of age (Passport, Photo
Proof of age cards or photo Drivers Licence).

If the person is less than 18 years of age, or refused to produce identification, staff
will refuse service and request Senior Duty Staff Member to ask person to leave
Restaurant premises.

An incident book is maintained to record all occasions on which proof of age

identification is required.

Disruptive Violent or Intoxicated Behaviour

This Restaurant does not allow intoxicated persons to enter Restaurant premises.
If a staff member becomes aware that a person's behaviour is becoming disruptive
or violent, they will notify the lecturer.
If the behaviour is not reduced, the lecturer or designated staff person will require
the person(s) to leave the Restaurant premises.
As a last resort, Police will be called to remove person(s).

Refusal of Service
If service of alcohol is refused to members or guests, the staff members refusing
service will emphasise that the individuals patronage is greatly valued. The staff
member will then inform the member or guest that further service of alcohol is
illegal and could jeopardise the Restaurant's Liquor Licence.
All staff have been informed about the House Policy on responsible service of alcohol
and adequately trained to support this policy.
This Restaurant seeks to publicise and promote its position on Responsible Serving
Practices.