Updated FAQ’s

What date is payday?

You get paid monthly. Pay day is the 5th of every month, however if the 5th falls on a weekend or Bank
holiday, then payday will be brought forward (e.g. if the 5th is on a Saturday, you will be paid on Friday
4th).

What is my rate of pay?

Under 18 £4.87 per hour (including holiday pay*)

18-21 £6.90 per hour (including holiday pay*)
21-25 £8.61 per hour (including holiday pay*)
25+ £9.20 per hour (including holiday pay*)

Please note: Some venues we supply work to offer different payrates, we will make you aware of this
before your shift.

*Due to the nature of agency work, we include holiday pay in your payrates as everyone is entitled to
holiday pay.

When is the cut-off date each month for payday?

The cut-off date for your pay is the last Sunday of every month, this means that any shifts worked up
until the last Sunday of the month will be paid for on payday (e.g. the cut-off date for September 2019
is Sunday 29th September, so any shifts worked after this date will be paid for on your next payday in
November).

I have not been paid/received my payslip, who do I contact about this?

If you have not been paid/received your payslip by midday on payday then please call Liverpool Head
Office and be ready to supply the payroll team with your details, so they can deal with your request as
quickly as possible.

I have a query/issue with my payslip/my pay isn’t right who do I contact about this?

If you notice that the hours you worked are incorrect OR your pay is incorrect then please email
payroll@archospitality.co.uk first before calling the office. Due to the high number of pay related
queries we receive via telephone, payroll requests that you must email your query first, so they have
time to investigate your issue and respond in due course. If you have emailed payroll, and have not
had a response within 72 hours, then please call the office to ensure that payroll have received your
query.

My bank details have recently changed, who do I contact about this?

If your bank details have recently changed, then you will need to email payroll@archospitality.co.uk
with your new bank details. We CANNOT take any bank details over the phone, so you MUST EMAIL
this to the payroll team.

Please note: Any changes in bank details, change of address or National Insurance Number, must
be emailed over to payroll before the cut-off date (the last Sunday of every month).

Who do I contact if I am being taxed the wrong amount?

Once you have received your first payslip, you will be able to check whether you are being taxed
correctly. If you notice that you are not being taxed incorrectly, then you must contact HMRC about
this. We CANNOT resolve any tax related issues, as HMRC are the only ones with the authority to
change your tax code. Information on how to contact HMRC can be found on their website :
https://www.gov.uk/government/organisations/hm-revenue-customs/contact/income-tax-enquiries-for-
individuals-pensioners-and-employees
I have spoken to HMRC and they have corrected my tax code. Do I need to notify Arc
Hospitality of this?

HMRC electronically notify the payroll of any tax code changes. This means that on your next payslip
your new tax code will be updated, so you do not need to notify the payroll team yourself of this.
Please check on your next payslip that your tax code has been updated. If you are owed a tax rebate

from HMRC, this will appear on your next payslip if your tax code has been corrected.

I need to request a P45/P60, who do I contact about this?

If you would like to be sent your P45/P60 then please email payroll@archospitality.co.uk , they will
send your P45/P60 to you via email on the next payday (5th of every month). If you send this request
after the last Sunday of the month, you will receive your P45/P60 on the following payday.

What steps must I complete after my induction session to be able to start working?

After your induction session has finished, you will receive your DocuSign Form via email within 2
hours. Please try and complete this within 24 hours. Once you have completed this, the staffing team
will be notified, and will aim to send your login details for UTRAC within 48 hours, via email.

Please note: If you take longer than 72 hours to complete your DocuSign, it may take longer for the
staffing team to send over your UTRAC login details. This is due to the high volume of applicants we
receive. If you take longer than 7 days to complete your DocuSign, it will be voided, and your offer of
employment will be retracted.

I have received my login details for UTRAC but they are not working, what shall I do?

If you have been sent your login details for UTRAC and they are not working or say ‘invalid’, then
please make sure you are logging in for the first time on a Computer/Laptop and on Google Chrome.
UTRAC is temperamental the first time you login, and so you will need to login in this way. If you are
still having issues, please email admin@archospitality.co.uk and the staffing team will respond within
48 hours. Please be as clear as possible when contacting via email, always state your full name and
what city you are based in.

How do I apply for shifts on job board?

Most of the work we have available is posted on your ‘Job Board’ section on UTRAC. To apply to any
shifts available on Job Board, you need to click on your ‘Job Board’ and make sure the ‘Project/Shift’
drop-down is on ‘Shift’. If you are available to work a shift on Job Board, you need to click ‘Apply’ and
then the staffing team will be able to see that you are interested in working this shift. If you are not
available to work a shift you can click ‘Decline’, so that the staffing team will know not to contact you
about this shift.

Please note: You may also be contact via email/text about available shifts, so if you have updated
any of your contact information please make us aware as soon as possible.

How do I know if I have been confirmed for a shift?

If you have applied for a shift on Job Board, this does not automatically mean you will be working that
shift. The staffing team must accept your request to be booked onto that shift, and once this is done
you will see the shift appear in your ‘Confirmed Shifts’ section on UTRAC. To confirm your attendance
on the shift the staffing team will then email/text you with all the shift information (e.g. date, time,
venue), and you must reply to confirm you will be working the shift.

If you find that you can see the shift appearing in your ‘Confirmed Shifts’ section on UTRAC, but have
not yet received a confirmation, then please contact the staffing team at admin@archospitality.co.uk
or call the office number.

Please note: Smaller shift confirmations will be sent 24-48 hours prior to shift start date; however
larger shift confirmations may be sent 3-5 days prior to the shift start date.
I accidently applied for a shift on Job Board which I cannot work, what do I do?

If you have accidently clicked ‘Apply’ to a shift on your Job Board that you know you cannot work,
then you cannot remove yourself from this shift. You will need to contact the staffing team either via
email to admin@archospitality.co.uk or call the office phone, and notify them of your mistake as soon
as possible. This is also the case if you have clicked ‘Apply’ on the Job Board and realise you are no
longer available for the shift.

I have worked a shift a few days ago and the shift is still in ‘Confirmed Shifts’ and not ‘Work
History’, what does this mean?

If you have recently worked a shift and have noticed that the shift has not yet appeared in your ‘Work
History’ section on UTRAC, please allow up to 2 weeks for this shift to move into ‘Work History’. This
is because payroll cannot update work history until they have received your sign-in sheets, so once
they have received this, they will update your ‘Work History’.

Who do I contact if I have an issue about an incident that happened on my shift?

If you find that you have had an issue whilst on shift, then you will need to email our Staff Welfare
Officer maddiemilton@archospitality.co.uk . You will need to firstly email any queries you have so
Maddie can look into these for you, and if you have not had a response within 72 hours* then you can
call the office to check that she has received your email.

*Due to the nature of some issues, please note that the response time may be longer.

Who do I contact if I need to obtain a reference from Arc Hospitality?

If you have recently applied to a new job and need to supply your new employer with a reference from
Arc Hospitality, please email generalenquiries@archospitality.co.uk .

Please note: Arc Hospitality can only provide a factual reference; no character reference or candidate
suitability can be provided. We can only provide a reference of the dates you started and ended your
employment with Arc Hospitality.

I have friends who are interested in working with Arc, how do I refer them?

If you have any friends/family who are interested in working with Arc, then you will need to email their
Full Name, Phone Number and Email Address to admin@archospitality.co.uk so that the staffing
team can contact them in due course.

What are the standard uniform requirements?

The standard uniform you are required to wear for most shifts is a long-sleeved plain white OR black
shirt with a collar, full-length smart black work trousers and smart black work shoes. You will be made
aware of the uniform requirements before your shift. For further examples, please refer to your Staff
Handbook.

I have confirmed I can work a shift, but now I am unable to make it, who do I contact?

If you have confirmed your attendance for a shift and find that you are now unable to make that shift,
for any reason, then you MUST contact the staffing team immediately. Please call the office phone
initially, or text/call one of the mobile numbers the staffing team uses. If you do not get an immediate
response, then please email admin@archospitality.co.uk explaining why you are unable to work.

Please note: We have a Fail to Show Policy, meaning that if you do not turn up to a shift/cancel
within less than 24 hours before your shift is due to begin on 3 separate occasions (for any reason
other than family/medical emergencies) you will be made inactive and will not be able to continue to
work shifts.

Who do I contact if I am running late for a shift?

If you find that you are running late for a shift or think you may be late for a shift, then you MUST
contact a member of the staffing team immediately. Please call the office number initially or call/text
one of the mobile numbers the staffing team use. If you cannot get in contact with anyone or do not
get a response, please continue to make your way to the shift.

Who do I contact if I have any concerns about my shift I have booked in for?

If you would like to apply to work a shift/have already applied and have concerns about the shift, then
please contact the staffing team via email at admin@archospitality.co.uk . If your query is urgent and
you have not had a response within 24 hours, then please call the office and ask for a member of the
staffing team.

I have recently moved to another city; how do I pick up shifts there?

If you have recently moved to another city where there is an Arc office, then you are able to pick up
shifts there also! You will need to email admin@archospitality.co.uk and request that you have moved
to another city, and would like to;

- Only pick up shifts in the city you have moved to

- Pick up shifts where you are currently registered and the city you have moved to (e.g. if you
are a student travelling between your home and university address)

Please note: Arc Hospitality have offices based in Liverpool, Manchester, London, Cardiff, Edinburgh,
Yorkshire and the Midlands.

Office Contact Numbers

Liverpool – Tel: 0151 331 5433

London - Tel: 020 3735 8314

Manchester – Tel: 0161 974 6115

Yorkshire – Tel: 07545923334

Birmingham (Midlands) – Tel: 0121 250 3640

Cardiff (Wales) – Tel: 02920647044

Scotland – Tel: 0131 322 0141