RULES & GUIDELINES

CORE RULES OF THE ORGANISATION

Any staff member who will break any rule will be resorted to serious action.

1. We will never take holidays without prior notice. (Holidays and offs 1.0)

2. We shall never report drunk/intoxicated at work or consume alcohol/drugs while on duty.

3. We shall not steal or be dishonest at work.

4. We shall not indulge in any form of abuse whether it maybe physical,emotional,verbal or

sexual.

STANDARD OPERATING PROCEDURES

PERSONAL HYGIENE & OUTLOOK

1. We must have a bath everyday, and make sure to look like smart men and women. It is
advisable to use a light deodorant or cologne regularly before and between shift hours.

2. We don’t stop you from growing your hair, But it must be at all times tied and look clean.
Hairstyle is a personal choice and we encourage it as long as it looks good and hygienic.

3. Beards are allowed but you must either grow it OR Shave everyday.

4. Nails must be cut every 5 days, We work in an environment of food and beverages, We
cannot afford to have long nails. Nail art or artificial nails are not allowed. Light nail paint
is alright but no bold colours.

5. Shoes must always be polished and socks should be changed everyday.

6. Our breath must always smell good, Chewing gums are not allowed but we encourage
mints and breath fresheners which must not include things like Elaichi,chutki or paan.

7. Only wedding rings are allowed - All other forms of jewelry must be removed.

LEAVES & OFFS

1. All leaves of 2-3 days must be informed about at least 7 days in advance.

2. All leaves of 4 - 7 days must be informed at least 15 days in advance.

3. All leaves greater than 7 days must be informed at least 25 days in advance.

4. All medical leaves greater than 1 day must be supported with a doctors prescription.

5. Application for leave must be in the form of letters - The original copy must be submitted
to the restaurant manager & a copy must be sent to the head office. Office must slot
leave letters in respective outlet files.

SIDE-STATION CHECKLIST
All supplies should be available for 2 seatings of service at all times.

DINNER FORK

DINNER SPOON

DINNER KNIFE

TEA SPOON

SERVING SPOON

WATER GLASSES

9 INCH PLATES

WATER BOTTLES

SUGAR - NORMAL/SUGAR FREE/BROWN SUGAR

SALT & PEPPER

TABASCO/KETCHUP/MUSTARD/OREGANO/CHILLI FLAKES

TISSUE PAPERS - NORMAL & FOLDED FOR CUTLERY

LIGHTER/MATCH BOX

WONDER WYPE + DISINFECTANT SPRAY

SERVICE SALVER
DIP BOWLS

CLEARANCE TONGS (PLASTIC)

WELCOMING THE GUEST

1. Meet. : All guests must be met at the restaurant gate with a smile & you must tell them
your name.

“Hello, Good Morning/Afternoon?Evening. Welcome to ______”

2. Greet : After you have greeted them then ask if they have a reservation then how many
people they would like a table for & where they would like to sit incase the restaurant has
different zones.

“Have you made a reservation?”

if not :
“How many people would you like a table for?”
“Would you like to sit upstairs or downstairs?”

3. Seat : Always escort the guests to the tables. Pull out the Chairs for them. Always help
kids first or women first incase there are no kids.

“I hope you are comfortable, Would you like Regular water or bottled?”
“I will be soon back with the menus” “I will send someone to take your order”

Hand over the menus to the l adies first & then the men. Make sure to give a menu to
all members on the table.

4. Incase they have called for beverages - Always ask whether they would like it with their
meal or before it has arrived.

Remember : Always remove any extra covers from the table. Incase table is for 4 but
there are only 2 guests, Remove the extra 2 covers.

TIMELINES FOR SERVICE

1. The guest should be given water & handed the menus within 2 minutes of sitting on their
tables.
2. Food should not take more than 15 minutes from the time of order.
Desserts should not take more than 7 minutes unless specified.
Beverages should not take more than 5 minutes.

3. Let the guests know in case there is a delay or incase some food/beverage item will take
longer than the normal time.

4. Bill should be given within 5 minutes of it being asked for.

SERVING

1. Whenever you serve the food always say the name of the dish aloud like “Single Chicken
Single Egg roll” “Double Chicken Single egg - Extra spicy”

2. After serving always say “Enjoy your food” “I hope you enjoy your meal”

3. Always serve the Kids first, Ladies second & then the men.

5. If any cutlery falls down, It must be immediately picked up and replaced with a new
piece.

6. No chutney/ketchup/condiment bottle should be less than 70% in quantity.

HANDLING COMPLAINTS

All complaints must be taken care of by the manager or head chef - Incase they are
unavailable, The next senior most person should take charge.

Each complaint must be closed & compensated for, This means if we do make a mistake and
give the guest a chance to complain we must ALWAYS compensate it for in some way or the
other. The way can be different but it must always be done. For eg : If the guests order came
extremely late, Apply a discount on their bill. If the guest asked complained about the
ambience or because of an air conditioner not working, Give the table a complimentary
dessert/beverage and show them your concern.

1. Food complaint : Incase the complaint is taste based then always ask if they can have
the same dish remade with the changes. For eg : If the dish has too much salt, Then we
can remake it with lesser salt. These orders are always on priority since the guest will
have to wait while others eat. Incase they do not want the dish remade, Let them know
they can choose anything else from the menu instead for no extra charge.

2. Beverage complaint : Incase the complaint is based on taste, Follow the same ^
3. Particle in Food : If the guest complains about a hair or small non-harmful piece in their
food - Replace the food immediately and cancel the item from their bill.

CLEARANCE OF A TABLE

1. Always look at the guests tables & look at ways to clean it up or unclutter the table.
Remove all unnecessary objects, glasses & dishes.

2. Look at tables and if you feel guests have finished the food or if the plate is empty - Go
upto the guests and ask them :

“May I clear your plate?”

If the guests refuses, Do not ask again before 5 minutes.

You can wait for all guests to finish their food, If some guests have finished their food and
others have not - Only clear the plate in front of them and let other objects remain.

3. First, Clear all the plates in which the food was served. Also ask if the guests would like
the leftover food to be packed.

4. Second, Use a salver/tray to remove all small items like dip bowls,tissues, napkins,
condiments and cutlery. Use tongs to pick up napkins and tissues. Be clean and clear in
an organized manner.

5. Third, Remove all the larger items like big plates, dirty glasses. Never hold dirty glasses
in your hand, Always use a salver.

6. Lastly use a table brush to clear the table of any residue - Only after the guest has left,
Spray disinfection solution (D-10) on the table & on the sides of the table and wipe down
with a M-fold paper napkin. .

DIRECTION QUESTIONS

If a guest asks you any question related to where the bathroom or smoking area is.

1. Make sure to always escort the guest to the location and welcome them by raising your
hand in the direction of the location.
2. Always look into the guests eyes, smile and walk away only when they have walked into
the location.

TAKING CARE OF YOUR WONDER WIPERS (SPONGE WIPE) & WIPING CLOTH

1. All wonder wipers must be kept in a tabletop bucket with disinfection solution & water (20
ml in 1 litre) Use this water to clean your sponge wipe after every use. This will prevent it
from getting dirty early & smelling.

2. At the end of service - Dip the wonder wipers/wiping cloths into hot soap water for 5
minutes, Take them out & leave to dry for next days service.

HOW TO WASH GLASSWARE

1. Wash water glass under hot water.

2. Use a sponge & soap water to wipe the glass properly.

3. Wash away with hot water again.

4. Wipe & dry water glasses & make sure they are placed upside down on rubber mats so
that they don’t smell. Wet water glass should not be kept upside down without ventilation.

5. Wiping should be done with a wiping cloth only - Make sure wiping cloth is fresh.

HOW TO WASH CUTLERY

1. All used cutlery should be placed in soap water bin after it is picked from tables.

2. Take out cutlery from soap bin and place in fresh soap water bin - Make sure cutlery is
cleaned using a soft sponge.

3. Rinse under hot water.

4. Wipe Cutlery and store them properly.

5. Cutlery must be wiped only with a cutlery wiping cloth. Make sure the cloth is fresh and
odourless.
 HOW TO WASH CROCKERY

1. Clear crockery of all food and wash under hot water.

2. Use soft sponge dipped in strong soap water and clean plates with it. (Do not use steel
wool or hard green scrub, That is only to be used for very strong stains on utensils)

3. Wash crockery under hot water.

4. Wipe Crockery and store them properly.

5. Crockery must be wiped only with a crockery wiping cloth. Make sure the cloth is fresh
and odourless.

DUSTBIN CLEANING

1. Dustbin cleaning must happen every 3 days.

2. Empty dustbins and wash with hot soap water, Scrub them with sponges or hard scrub if
needed. Make sure the lid is washed too. ₹

3. Wipe the dustbins clean and let them dry before using them again.

4. During the day, Dustbins must be cleaned by using a disinfection spray & paper roll.

LOST & FOUND

1. Incase an object that doesn’t belong to the restaurant is found, It must be immediately
handed to the manager. Manager must do an instant check to see if it belongs to any
guest still present in the premises.

2. If it doesn’t belong to any guest, It must be packed and placed in the lost and found box
with the name of the person who found it with the date & time.

3. If the item is not collected within 30 days of finding it, It should be given to the person
who found the item.

4. If you get a call from a guest ask them the exact details of the item with colour,shape,
size, model number and take down their contact details. Inform them you will call them
back & issue a search for the product immediately. Ask the shift manager & check CCTV
cameras if necessary. Get back to the guest with the information under 4 hours.