Sop V2 PDF

SOP – AZ – 2018
Standard Operating Procedure

Overview
Setting operational standards

Operational standards help to make life simpler and to increase the
reliability of many practices that guide us and the services we
provide. They are intended to be aspirational - a summary of best
practices rather than general practice. Standards are created by
bringing together the experience and expertise of all employees
and the expectations of the customers.
1. Develop the standards
Establishing operational standards and making them integral to

how the coffee shop operates will take time. You need to develop
a careful, well-thought-out approach that recognises:
 the different types of services and customers you have;

 your knowledge of how your people currently perform; and
 your ability to monitor performance against standards.
Operational standars should be :
Measurable The standard must be measurable to be of assistance in targeting improvement, and the more
specifically the standard is defined, the more measurable it will be. Therefore, a standard should be
measurable by quality, quantity and timeliness.
Achievable The standard must be reasonable and attainable, and should never be so easy that it requires no
significant effort, or so difficult that it requires superhuman effort. In setting standards, you must take into
account whether the people responsible for delivering the service have the skills and resources they require to
meet those standards, supported by systems and policies that will allow the standard to be achieved.
Relevant The standard must reflect customers’ expectations or be designed to create a benefit for the
customer and must be relevant to your particular operation, not adopted/copied/borrowed from another.
Controllable Accomplishing the standard must be within the control of a specific department and the
measurement tools for accomplishing the desired result must be set up.Initial standards may be incomplete or
embryonic in some aspects. As you gain experience, you can improve these standards and extend the range
of services they cover.
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SOP – AZ – 2018
2. Communicate the standards
Operational standards are intended to let your people know the level of performance expected of them.
Reporting on performance against standards is critical if you are to make operational standards achievable.
However, you can only do so if operational standards are readily available to and understood by employees
involved in their delivery, and if they are clear and easy to understand.
3. Monitor the standards
Develop ways to measure your performance against standards, and monitor performance constantly. Setting
customer-driven standards and measuring how well your restaurant is doing is a continuous process. It should
quickly identify problems with customer service. All parts of the organisation should be involved in finding
solutions to these problems and discussing these solutions with customers, where appropriate.
There are a number of measurement tools a restaurant can use. One effective way is to use a checklist or
audit of the standards and track performance over time. Then, action plan any areas for improvement
identified to eliminate the problem from recurring.
4. Improve the standards
Continuous improvement will allow you to set higher and higher operational standards and maximise customer
satisfaction. By consulting customers, monitoring performance and encouraging innovation, you will be able to
deliver better service.
Adapting the Operational Standards to your Business
Starting on the basis that the operational standards contained in this resource are reflective of best practice,
the first task is to see how these can be adapted to reflect the uniqueness of our own concept. There will be
aspects of the standards as presented that will not apply to the way you operate or you may have a different
approach that you want reflected in your own standards.
Therefore, each of the standards should be reviewed with the team and amended accordingly.

SOP – AZ – 2018
STANDARDS OF PERFORMANCE
Opening
Taking Order
tion for Service
Service of Drink
Service of Food
Delivery
Outside Catering
Billing and Payment
Stores Management
Closing Duties
Food and Beverage Action Plan
POLICIES

SOP – AZ – 2018
Opening
Our Standard is:
To prepare all mise en place consistently and in a timely manner, in order to facilitate
an efficient service delivery.
How to achieve our Standard: How we will know it is done correctly:
1. Ensure that staff arrive on  Daily supervisory checks to ensure that staff arrived
duty at appointed time on time to duty.
2. Start prepare the mise en  Check the fridges and freezers to find out if there is
place for food items any 86 food items
 Go through the menu food items and prepare one by
one mise en place
 Some menu items can prepared 1 day in advance
3. Start prepare the mise en  Check the fridges and freezers to find out if there is
place for beverage items any 86 beverage items
 Go through the menu beverage items and prepare one
by one mise en place
 Some menu items can prepared 1 day in advance
4. Make sure that kitchen  Table tops are cleaned and polished (where
equipment are performing applicable).
up to standard and cleaned  Gas and electric equipment should been tested to see
if there is any issue in performance.
 Fridges should be cleaned and arranged according to
standards, poultry in bottom then fish, then red meat,
then fruit and veg, then cooked items.
 Freezers should be cleaned and arranged according to
standards, poultry in bottom then fish, then red meat,
then fruit and veg, then cooked items.
 Fridges should be at 1c to 4 c degree, Freezers below
-18c degree
 No cartons to be kept in Fridges or freezers
 Expiry date to be checked to all food items
5. Make sure that Beverage  Table tops are cleaned and polished (where
equipment are performing applicable).
up to standard and cleaned  Gas and electric equipment should been tested to see
if there is any issue in performance.
 Coffee machine should be tested prior to actual orders
 Fridges should be at 1c to 4 c degree, Freezers below
-18c degree
6. Make sure that the POS is  Start the POS machine and do testing for a trial to
working properly along with check the performance
the connected devices  Do testing from the connected devices to check the
POS machine performance.
7. Check the delivery time of  Review all the orders which made on the previous day
the new orders from or 2 days late
suppliers  Contact the supplier to check the delivery status
8. Check the logbook before  Make sure to go through logbook record and fill it
starting the operation and according to standard
follow up if there is and  Allocate the comments follow up and delegate them to
task to do or complete the concerned staff
 Follow up during the day if the task had been
completed

SOP – AZ – 2018
Taking Order
Our Standard Is:

To greet the customers in a timely and friendly manner. To take food and beverage
orders correctly and process the orders efficiently.

1. Acknowledge and greet  Costumers are greeted with a smile, good eye
customers , as soon as they contact and an interested facial expression.
arrive, with a smile  Costumers are addressed by their names (if known).
2. Offer the menu  Offer the printed menu or the electronic one.
 Take note of the allergen food and beverage items
3. Allow customer sufficient  Knowledge of the food and drinks list is displayed.
time to study menu  Assistance is offered, recommendations are made, if
required.
 Service staff are attentive, but not obtrusive whilst
customer are selecting.
4. Adopt a smiling, confident  Service staff establish empathy with customers and
and attentive approach when are responsive to their needs.
dealing with customers
5. Take the food order in a  Service staff are alert to sales opportunities and
courteous, friendly and adopt a positive approach to selling.
professional manner  The food order is taken correctly and written legibly.
 Cooking instructions are requested and recorded,
where applicable.
 Order is re-checked for accuracy with customer (if
appropriate).
6. Take the beverage order  Knowledgeable of the composition of the beverage
correctly list is displayed and recommendations are made, as
appropriate.
7. Use the electronic order  All appropriate service staff are competent in using
system where applicable the electronic system.
8. Ensure that all items are  Items are charged correctly to the guest’s bill and
charged to the costumer appropriate back up is available.

SOP – AZ – 2018
Service of Drink
Our Standard is:

To promptly serve all drink items in the correct friendly and professional manner.

1) Serve beverage at the  Hot Beverage should be more than 75c
recommended temperatures  Cold Beverage should be between 1c – 4 c degree
 Milk Shake and Mojitos should serve less than 0c
 Speciatlty coffee should served according to recipe
2) Preparation of serving  While the drink order is on process , prepare the
serving tools
 Make sure that you have the supliment of the order
like tissue , shakers , suger…etc
3) Attention to the order  Double check with the order maker to follow what
details had been orderd
 It there is any issue or delays , please inform the
customer
 Make sure to prepare any extra items which had
been asked for from the customer
4) Serve the drink following  Kids to be served first
the appropriate etiquette  Ladies to be served second
 Gentlemen to be served third
 All supplement tools to be served after the drink not
before
 Balance of the cash to be handed over with the bill
to the customer who paid
 Offering extra service or assist right after the
delivery of the order
 If there is nothing to do after the delivery , leave in
smiling and invite the customer to visit again
5) Serve other drink following  If customer ask for other drink once you serve the
the appropriate etiquette current one make sure to repeat the previous points
 Make sure to take the empty cups from customer
side
 Service staff to inform the new order for same
customer to the order maker in order avoid
confusing
 Offering extra service to the costumer and thanking
for the other order
6) Customer feedback  After handover the final bill , give the customer the
feedback form and ask for gentle filling then take it
back
 Take the feedback for and place it in the feedback
box without seeing what the customer wright
 Its totally not acceptable to ask the customer for
writing service staff name as exange of the good
service

SOP – AZ – 2018
Service of Food
Our Standard is:
To promptly serve all food items at the correct temperature and in a friendly and
professional manner.
1) Serve food at the  Hot food should be more than 75c

recommended temperatures  Cold food should be between 1c – 4 c degree
 Frozen food should be less than -12 c
2) Preparation of serving food  While the food order is on process , prepare the serving
tools
 Make sure that you have the supliment of the order like
tissue , cutleries , dips…etc
3) Attention to the order  Double check with the chef to follow what had been
details orderd
 It there is any issue or delays , please inform the
customer
 Make sure to prepare any extra items which had been
asked for from the customer
4) Ensure all portions are of a  Portions are evenly distributed and tastefully presented.
consistent standard and size  Correct garnish is served with each food item.
5) Ensure that excellent  Customer satisfaction is checked and corrective action is
costumer care is offered taken where necessary.
during meal  Attentiveness to customer requirements is maintained.
6) Serve the food following the  Kids to be served first

appropriate etiquette  Ladies to be served second
 Gentlemen to be served third
 Each customer’s order is matched with the meals
served.
 All supplement tools to be served after the food not
before
 Balance of the cash to be handed over with the bill
to the customer who paid
 Offering extra service or assist right after the
delivery of the order
 If there is nothing to do after the delivery , leave in
smiling and invite the customer to visit again
7) Serve other food following  If customer ask for other food once you serve the
the appropriate etiquette current one make sure to repeat the previous points
 Make sure to take the empty dish from customer side
 Service staff to inform the new order for same customer
to the chef in order avoid confusing
 Offering extra service to the costumer and thanking for
the other order
8) Customer feedback  After handover the final bill , give the customer the
feedback form and ask for gentle filling then take it back
 Take the feedback for and place it in the feedback box
without seeing what the customer wright
 Its totally not acceptable to ask the customer for writing
service staff name as exange of the good service

SOP – AZ – 2018
Delivery
Our Standard is:

To promptly serve all food and beverage items to the correct location at correct time
keeping the quality of the order up to standard as much as possible
1) Order preperation  Ensure that you receive the order with proper details
and quantities
 Make sure that order mise en place are there
 Take note about the location to insure the timing of
preperation
 Start prepare the order within or in less time of usual to
make sure that order will not be delayed
2) Attention to details  Make sure the order is prepare according to cudtomer
need and requirment
 Make sure to check the allergen item in case the
customer asked for
3) Multiple orders  If there is multiple order for the same customer make
sure that you are preparde
 Prepare the orders in sequence to make sure that all of
them will be done at once
 Cold food and drink to be prepared before the Hot once
4) Packaging details  Make sure that the orders are packed professionally and
placed in propper bag.
 Any unwraped or unproper packging to be repacked .
5) Hand over the orders  Make sure to attache the bill of each order separatley
with the corred bag
 Hand over to the driver and explain if there is any
special concern from the customer
 Inform the PIC of the order that its done (order taker –
thired party)
6) Customer Feedback  Ask the driver to get the feedback from customer
 If the delivery is third party, follow-up the feedback
after delivery done
 If there is an negative feedback or complain from
the customer, fill it in the form and do the corrective
action
 If there is compliments from the customer ask
him/her to leave the contact details for future order
offer
7) Record the delivery  Segregate the orders of delivery
 Fill the record
 Take the validations and signed by PIC

SOP – AZ – 2018
Outside Catering
Our Standard is:
To professionally serve all food and beverage items to events – conferences and
outdoor parties with high quality service and organising to exceed customer
expectation
1) Preperation prior to the  Planning of the outside catering should start once the
outside catering customer confirm the booking by payment
 Book the day of the outside catering with exact time of
preperation – loading – delivery and serving
 Order the related Equipment and food, beverage items
prior 2 days to the day of outside catering
 Minimum confirming period is 2 days from the day of
the outside catering
2) Preperation in the day of  Ensure that all the equipment related to the outside
outside catering catering are delivered from outsource or from the store
 Ensure that all related food and beverage ingredients
are in place for mise en place before the preperation
time
 Prior to the event preperation time you should start
cook or make the beverage
 Once preperation is done, you have to start the loading
in the presence of event PIC , store PIC , service PIC
3) Outside catering  All the above PIC’s have to check each item and
arrangement equipment for the event by going through the list
 Buffer stock of food – beverage and equipment should
be arranged ( 25% of each item to be prepared extra )
 Equipment list to be handover to the event manager
after signing from store PIC – Chef – Service PIC
 Driver to be moved with the outside catering items –
staff prior 30 minutes of the requested delivery time
( 30 minutes extra from estimated moving time )
4) During the service of  Make sure that service is up to standard
outside catering  In case of extra orders , contact the nearest shop or
main one to deliver the requirments 1 hour prior to the
order
 Make sure that what agreed with customer is acuurate
and delivered with high expectation
5) After outside catering done  Customer satisfaction is checked and corrective action
is taken where necessary.
 Make sure that all pending payment are cleared .
 Make sure that customer sign the bill feedback form at
once
 Vehicle to be loaded and moved from the site as the
outside catering done
 Make sure that cleaning the site should be done
 strictly without any delay
6) Outside catering returned  Inventory of the returned equipment to be done
items quickly right after the outside catering done
 Form of the outside catering should be filled and
signed

SOP – AZ – 2018
Billing and Payment
Our Standard is:

To handle billing accurately. To deal with any discrepancies quickly and with
discretion. To handle payment in a timely and friendly manner.

1) Present bill quickly and  Bills are reviewed for accuracy before presentation
discretely to the customer, to guest.
when requested  Itemised bill is presented accordingly.
2) Correct discrepancies  Billing errors are handled and resolved competently.
promptly  No unwanted attention is brought onto customer by
error made.
3) Handle all credit card and  Receipts are given to the customer with the correct
cash payments correctly change.
4) Show appreciation for  Customer are thanked and gratuities are
customer acknowledged gracefully.
 Customers are bid a sincere farewell and invited to
return.
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SOP – AZ – 2018
Stores Management
Our Standard is:
To receive and store all goods in the appropriate secured area. To account for all stock
by careful issuing and regular stocktakes.

1) Ensure that storerooms  Storerooms and equipment are kept clean on an on-
provide a hygienic storage going basis; regular deep cleaning is implemented.
environment  Shelves to be cleaned daily.
 Cardboard boxes/packaging are disposed of correctly.
 Correct temperatures are maintained at all times.
 Adequate pest control measures are in place to
maintain a hygienic environment.
2) Adhere to safe storage  Storerooms have sufficient space and storage
conditions shelving for the quantities of stock held.
 Storerooms have adequate lighting for safe access
and use.
 Combustible or toxic items are not kept in storerooms
and cleaning agents are stored carefully.
 All items label are maintained in good condition.
 Glass, bottles and other breakables are safely stored.
 Storerooms are locked when not in use.
3) Ensure efficient and  All items are stored by product.
effective storage of stock  Empty cases, bottles are stored away from full items.
 Cans are unpacked and stored on designated shelves.
 Stock rotation is strictly followed by first is first out.
4) Receive deliveries at a  Delivery times are agreed in advance with suppliers

convenient time and meet business needs.
 Supervisor ensures that health and safety regulations
are adhered to whilst deliveries are being accepted.
 Supervisor has supporting order-documentation to
cross reference with the delivery docket provided.
5) Check the delivery docket  Supervisor checks each case for the correct quantity
against the order form and quality.
 Discrepancies are noted and recorded.
 Make sure to stamp and sign the copy of invoice then
hand over to the PIC
6) Ensure effective issuing and  Access to stores is strictly controlled and goods are
control of stock only issued at defined times, on receipt of the
appropriate signed requisition form.
 Items are only issued by the individual responsible for
store/stock management, or designate.
 Stock taking is regularly completed and results are
recorded. All discrepancies are investigated.
7) Items category  Dry items to be kept in dry store not more that 22c
degree and 70% humidity , high from floor 10 cm and
from wall 10 cm
 Cold items to be kept in fridge with 1c to 4c degree
 Frozen items to be kept in Freezers with less than -
18c degree
 All received items to be check for expiry date and has
to be decanted
SOP – AZ – 2018
Closing Duties
Our Standard Is:
To carry out all closing duties efficiently and effectively at all times, to ensure the
safety and security of staff, the premises and stock.
1) Ensure that the shop is  Customer are politely informed in advance of closing.
closed, in a timely and  Premises are cleared in accordance with the house
efficient manner policy and legal requirements.
2) Thoroughly clean the shop  The room is well ventilated and cleaned.
areas  Tables and chairs are cleaned and replaced in correct
positions.
 Floor area is thoroughly swept/vacuumed and
mopped as appropriate.
 All glass, chrome, doors and mirrors are thoroughly
cleaned.
 Toilets are cleaned and serviced.
3) Clean and tidy the back of  Bottle bins/skips are removed to back yard.
house area  All bins are emptied, washed and bin liners replaced.
 Drip trays are emptied, washed and replaced in
correct position.
 Waste/ullage is accurately recorded.
4) Complete a stock take and  Stock is accurately counted and a requisition is
prepare a requisition prepared.
 Requisition is prepared for stock of dry goods, fruits
and vegetables, meat and dairy.
5) Clean and store equipment  All dirty glasses, water jugs, ice buckets and cutlery
correctly are cleaned, polished and checked.
 Glass washing and coffee machines are emptied and
cleaned then switched off.
 All electrical equipment is cleaned and switched off
as appropriate.
6) Control and secure cash  Final till reads are taken, floats retrieved and cash
reconciled in a secure location.
 Non-balances are investigated and rectified.
 Daily takings are recorded appropriately and
deposited safely in the designated location.
7) Carry out final checks to  Designated staff ensure that all closing procedures
ensure all closing duties are completed, according to established procedures.
completed  Checks are carried out for lost property which is then
tagged and stored in designated area.
 Any deviations are identified and rectified.
 Heating, lighting and ventilation are attended to, as
appropriate.
 Filling the closing record along with logbook record
to handover the tasks or issue to the morning shift
 Final security check of doors and windows is carried
out and alarms set as required.

SOP – AZ – 2018
Food and Beverage Action Plan

Date From: ___________________________ Date To: ________________________
Standard Area For Action To Be Taken By By Reviewed

Improvement Who When Yes/No
1. Opening
2. Taking Order
3. Service of
Drink
4. Service of
Food
5. Delivery
6. Outside
Catering
7. Billing and
Payment
8. Storage
Management
9. Closing
Duties

SOP – AZ – 2018
Shop Name:
Department:
00001/2018
Policy No:
STANDARD OPERATING PROCEDURE
Receiving Goods from Approved Supplier
Policy: Receiving staff is responsible of receiving the goods from approved supplier in a proper
checking of quality to assure that all goods are complied with the standard
Procedure: When supplier arrived to the store:
1. Check the invoice and LPO and match them

2. Check the items physically in terms of quality and quantity
3. Check the vehicle degree (4c for chilled– less than -12c for frozen items – 22c for dry )
4. Check the item degree ( 1c-4c for chilled items – less than -12c for frozen items – 22c for
dry items )
5. Check the production and expiry date of each item
6. Sign the invoice and stamp it ( take your copy )
7. Allocate the items categories ( dry in dry store – chilled in fridge – frozen in freezers )
8. Make sure that fruit and vegetables are kept in the washing area
9. Make sure that frozen items are decanted ( discard the cartons )
10. Hand over the items to the sections
The store manager will:
1. Check the receiving record

2. Check the invoice signed copy and sign it then keep in the receiving folder
3. Scan the copy of LPO and Invoice and keep it in the system
4. Double check the received items quality and quantity
5. Make sure that section in charge had been informed of receiving goods
Policy last revised on: ______________

SOP – AZ – 2018
Shop Name:
Department:
00002/2018
Policy No:
Reject disqualified Goods
Policy: to insure that all goods must be complied with our standard. Failed to that will lead to goods
rejection, deleting their amount from the billed invoice, and warning the supplier
Procedure: When the goods are not matching the required standard:
1. Take the name of supplier during the receiving of goods

2. Check the status of the goods
3. State the reason of rejection
4. Tick the sign X beside the item name in the invoice
5. Write the word rejected and delete the amount from total bill value
6. Inform the store manager and contact the section in charge who need these goods
7. Check with the supplier if the replacement will be in the same day
8. If not contact alternative supplier or send the driver to pick the same item from nearest
market
9. If you have buffer stock from the same goods item then wait for next day replacement
1. Check the Goods rejection record and

2. Verify the record and keep them in folder
3. Contact the supplier and inform him/her about the rejected goods
4. Send an official email asking for replacement
5. Repeating of the same for 3 times will lead to first warning letter to supplier
6. 3 warning letters will lead to final warning letter to supplier
7. Then blocking the supplier and deal with other alternative supplier

SOP – AZ – 2018
Shop Name:
Kitchen
Department:
00003/2018
Policy No:
Washing Fruits and Vegetables
Policy: All fruits and vegetables must be washed and sanitized once received, except the sensitive
one and the required to be kept out of chiller like potato, onion, garlic …etc , so we wash them just
before using
Procedure: When we receive the fruits and vegetables:
1. We segregate the sensitive one like berries , soft lettuce , fresh herbs and keep them in
special shelve in chiller
2. Then segregate the ambient one like potato, red onion , unpeeled garlic ….etc
3. The rest of fruit and vegetables will wash them each kind separately
4. First we should do the prewashing by filling the sink with clean cold water , between 4c to
12 c degree , then dip the fruits and vegetable in it and remove the sand, dirt , mud …etc
5. The second step is the sanitizing one which we have to fill the sink to the correct level
according to the sanitizer manual then apply it to the water and check the PPM level of it
( Part Per Million )
6. Dip the fruit and vegetables each one separately and check the manual of sanitiser to
verify the required contact time
7. Then rinse the fruit and vegetables by filling the water sink again the wash them to
remove the sanitizers traces
8. Dry them as much as possible and keep in chiller
1. Check the washing vegetables record

2. Make sure that the above procedure had been implemented
3. Verify the record and keep them in the folder

SOP – AZ – 2018
Shop Name:
Department:
00004/2018
Policy No:
Approving the supplier
Policy: To make sure that all our suppliers are qualified in terms of food safety and hygiene
requirement from Dubai Municipality and also to assure the control of providing best products at the
best value
Procedure: When samples from supplier are approved
1. Make sure to have 3 suppliers from each food and beverage item
2. Approval of samples should be reviewed in terms of quality and price
3. Supplier trade license along with VAT certificate should be valid for 3 months minimum
from the date of approval
4. Audit of supplier should be completed by visiting their premises (offices – warehouses
...etc )
5. Certificated of HACCP – ISO should be submitted and to be valid and assist from DM
6. Insurance of the supplier should be valid from the day of approval
7. Vehicles of suppliers should be certified from DM and have validated VHC
1. Check the supplier list record

2. Verify the record and keep in folder
3. Address the contact details of each supplier according to category
4. Record the supplier audit and plan the visit circulation
5. Check with finance regarding the payment terms of the supplier in order to arrange the
payment if the supplier asked for once the delivery done

SOP – AZ – 2018
Shop Name:
Kitchen
Department:
00005/2018
Policy No:
Thawing frozen food items
Policy: All frozen food item, meat, veg, fruit ….etc, should be thawed prior to processing time in
order to meet the food safety requirement of DM and also to keep the product quality consistent
Procedure: When we want to thaw the frozen food item:
1. Place in the chiller on (the lowest shelf if its poultry) ( the second lowest if its seafood ) (
the third lowest if its red meat ) ( the upper if its fruit and vegetables )
2. Place the frozen item which will be thawed in a food grade container with strainer down
to allow melted ice not to contaminate the food item
3. Thawed in chiller food item will have 3 days shelf life
4. Another thawing procedure is to place in strainer with the outer packaging and apply cold
running water ( 12c maximum ) for several minutes ( 90 minutes maximum ) then open
the bag and use the item
5. Under running water thawed item will have only one day shelf life
1. Check the thawing record.

2. Verify the record and place it in folder
3. Check the menu items which will be used through the thawed product
4. Acknowledge the quantity which will be used in regular basis
5. Check the buffer stock of each thawed item in the store
6. Inform the purchasing if they need extra quantity in advance

SOP – AZ – 2018
Shop Name:
Department:
00006/2018
Policy No:
86 (Out of stock items)
Policy: To notify the out of stock menu items but in professional method prior to customer order,
and to control the full procedure to insure the continues availability of the product
Procedure: Once you know the 86 items in advance:
1. Check with the PIC why the item is 86

2. Advised if the item will be available during the day
3. Advise if there is alternative option
4. Inform the staff
5. Check the last date of the availability
6. Inform the customer in advance once he start reading the menu and offer alternative
option
1. Check the 86 record.

2. Verify the record and place it in folder.
3. Highlight the action points to make 86 items available.
4. Make sure that the staff informed in advanced and ready to offer the alternative option.
5. Do the corrective action to avoid 86 items in the future.
6. Set a plan implement the corrective action.
7. Monitor the implementation on daily basis.

SOP – AZ – 2018
Shop Name:
Department:
00007/2018
Policy No:
Chillers degree monitoring
Policy: All chillers degree most recorder and monitored every duty hour, to make sure that all
chillers are operating properly, and all food and beverage ingredients in it are safe by getting the
correct cooling temperature.
Procedure: how to monitor the chiller temperature:
1. Read the degree screen in the chiller and record it every hour starting from the opening
2. Make sure it is between 1c – 4 c degree
3. If the chiller degree above 8 c inform the PIC
4. Remove the items from the chiller and transfer them to another one (if possible)
5. Check the items temperature to assure that they have acceptable cooling degree
6. After the chiller issue solved, return back the items with same arrangement
7. Continue monitoring every hour
8. Make sure that record is complete before closing hour
1. Check the chiller degree record

3. Check if there is and break down of the chillers during the duty
4. Supervise the procedure of transferring items from chiller to another
5. Make sure that the breakdown will not happen in future
6. Final check of the chiller before closing

SOP – AZ – 2018
Shop Name:
Department:
00008/2018
Policy No:
Freezers degree monitoring
Policy: All freezers degree most recorder and monitored every duty hour, to make sure that all
freezers are operating properly, and all food and beverage ingredients in it are safe by getting the
correct freezing temperature.
Procedure: how to monitor the freezer temperature:
9. Read the degree screen in the freezer and record it every hour starting from the opening
10. Make sure it is below -18 c degree
11. If the freezer degree above -12 c inform the PIC
12. Remove the items from the freezer and transfer them to another one (if possible)
13. Check the items temperature to assure that they have acceptable freezing degree
14. After the freezer issue solved, return back the items with same arrangement
15. Continue monitoring every hour
16. Make sure that record is complete before closing hour
7. Check the freezer degree record

9. Check if there is and break down of the freezer during the duty
10. Supervise the procedure of transferring items from freezer to another
11. Make sure that the breakdown will not happen in future
12. Final check of the freezer before closing

SOP – AZ – 2018
Shop Name:
Kitchen
Department:
00009/2018
Policy No:
Cooking degree monitoring
Policy: All cooked food in the store should be monitored and checked in terms of cooking degree
which must be more than 75 c to make sure that bacterial multiplication are minimum and to follow
the rules and regulation of food safety of DM and world wide
Procedure: When cooking the food:
1. Make sure to monitor the cooking degree by recording the cooking temperature.
2. Use a probe calibrated thermometer and stick in the core of food item.
3. Make sure the thermometer is sanitized before and after taking the temperature.
4. If the degree is less than 75 c, continue cooking till reach the standard degree
5. Some food items need to be lower than that but upon customer request
6. Exceptional food items (poached egg – burger – steak omelette ) where customer can
order them with medium done, in that case the cooking degree will be less than 75 c but
7. Make sure that every cooked item is recorded
1. Check the cooking degree record

2. Verify and place it in folder
3. Notify the special request from customers regarding the cooking type (if it is not well-
done )
4. Observe if there is any non-conformance record and investigate
5. Make sure to check the calibration of thermometer weekly

SOP – AZ – 2018
Shop Name:
Kitchen
Department:
00010/2018
Policy No:
Hot holding degree monitoring
Policy: All cooked food which will served hot within 4 hours after cooking time, must be kept in hot
cabinet or hot holding machine, keeping in mind that the product core temperature should not be
below 60 c through the hot holding time.
Procedure: Once you finish cooking the food item and want to keep in hot holding:
1. Cover the product by Aluminium foil or cling film

2. Place it in the hot cabinet and take the core temperature using probe calibrated
thermometer
3. Check the hot holding cabinet which is displayed in the screen
4. Keep watching the temperature during the hot holding process
5. After the hot holding time done , remove the food item from cabinet
6. Take the core temperature and record it
7. Check the physical appearance of the product and adjust it if necessary
1. Check the hot holding degree record.

3. Check the status of hot cabinet to see if there is any breakdown during the process
4. Inform the maintenance team if the breakdown happen and use another hot holder
5. Make sure that the staff is following the procedure always

SOP – AZ – 2018
Shop Name:
Store / Kitchen
Department:
00011/2018
Policy No:
Cooling degree monitoring
Policy: All cooked food which want to be kept in chiller for later usage must pass the cooling
process, which will cool the hot food using ice bath or blast chiller to bring the core temperature of
the hot food to 4 c minimum in 90 minutes time maximum
Procedure: When you want to cool the hot food you have to:
1. Transfer the hot food item to a stainless steel container or metal one or heat resistant
food grade container.
2. Don’t transfer to plastic or non-food grade container
3. If the cooling method is using ice bath, prepare bigger container full of ice cubes then
place the food container on it and keep mixing the food from time to time to avoid
crystallisation
4. If the cooling method is using blast chiller, place the food container in proper operated
blast chiller without covering the item to insure that cooling procedure applied on the food
from all sides
5. Take the core temperature of the food item using calibrated probe thermometer, before
and after the cooling done and record both degree.
6. Make sure that the core temperature of the food after cooling is less than 4 c
7. Then cover the food container with cling film and but the label of production and expiry
(usually 3 days after production date)
8. Place the food item in the chiller ( upper shelf )
1. Check the cooling record.

2. Verify the cooling record and keep in folder.
3. Check with the maintenance staff if there is any breakdown in blast chiller or ice maker
4. Make sure that the cooling procedure is followed always and do observation of random
samples

SOP – AZ – 2018
Shop Name:
Kitchen
Department:
00012/2018
Policy No:
Reheating degree monitoring
Policy: All cooked cold food which will be served hot must pass through the reheating procedure,
where reheating core temperature must reach minimum 82 c degree to insure limitation of bacterial
growth and to comply the food safety procedure always.
Procedure: When you want to reheat the cooked cold food:
1. Try to start the reheating temperature in low fire then increase gradually to allow the
surface of cold food getting gentle heating not to burn.
2. Make sure that the reheating process will not exceed 90 minutes to avoid bacterial
growth
3. Before finalizing the reheating, take the core temperature of the food using calibrated
thermometer then record the degree
4. If the core temperature still not reach 82 c, continue reheating till it reach the target
degree
5. Make sure to stirring the food from time to time during reheating (if possible) to allow the
heat distribution into the food.
6. After the reheating done, apply the next step if it is serving directly to customer or keep in
hot holding.
7. No cooling again after reheating, as this practice will increase the growth of bacteria and
may cause food poisoning
5. Check the reheating record.

6. Verify the reheating record and keep in folder.
7. Observe any non-confirm case of reheating procedure
8. Insure that all equipment of reheating like gas ranges and ovens are well operated and
this by trials from staff and confirming from maintenance

SOP – AZ – 2018
Shop Name:
Kitchen
Department:
00013/2018
Policy No:
Kitchen cleaning
Policy: It is always required throughout the duty ours and service period to have cleaned kitchen,
regardless of how busy it is, and regardless of any other cause, as cleaned kitchen environment is
must in the company.
Procedure: How to make sure that kitchen is cleaned from opening till closed:
1. Once the duty start, make sure that kitchen equipment, floor, walls and ceiling are all
cleaned and tidy
2. Make sure to keep the kitchen cleaned during service time by monitoring any dirt or
messy cause during cooking and service
3. Make sure that washing sink is not busy and also the water flow is not blocked
4. Tools, utensils and other kitchen and service materials should be cleaned directly after
usage
5. Cross check from time to time ( every hour ) the cleaning status of ovens, chillers, electric
tools, to insure the cleaning procedure following
6. Record on each hour the kitchen cleaning record, and follow up if any kitchen area has
not been cleaned
1. Check the kitchen cleaning record

2. Verify the kitchen cleaning record and keep in folder.
3. Assure that cleaning time is always followed during the duty hours
4. Make sure that cleaners are following the safety procedure by placing cleaning on
progress signs specially during the floor cleaning time
5. Assure the availability of cleaning materials (tools and chemicals ) by double check with
purchasing team who controlling the cleaning materials order)
6. Cross check the sufficiency of cleaning procedure, by physical observing

SOP – AZ – 2018
Shop Name:
Kitchen
Department:
00014/2018
Policy No:
Kitchen KOT’’s monitoring
Policy: All kitchen orders from the POS machine which is KOT’s (Kitchen Order Token) must be
followed and kept in safe for final check upon closing time, any missing kitchen KOT’s will be the
responsibility of the head chef, order taker is the person who is responsible for alarming any late,
special request, or cancellation of the KOT’s.
Procedure: When the POS attached machine in kitchen alarm for new order:
1. Read the KOT carefully and inform the concern chefs.

2. In case of multiple KOT’s at once start with the more time consuming first then move to
the less one.
3. During the preperation of orders make sure to alarm any delay or missing item before the
end time of the KOT
4. Any KOT will be prepared and served with the maximum time of 10 minutes
5. KOT which will be delay for more than 15 minutes has to be informed to the customer
6. KOT which will exceed 15 minutes in preperation will be served free of charge to the
customer and to be charged to the chef who made it
7. Time management during busy operation should be followed always and planning of
preperation should be done (if orders get delay) with maximum time of 2 minutes
1. Check the kitchen KOT’s record

2. Verify the kitchen KOT’s record and place it in folder
3. Monitor the preperation time and procedure in calm manner, especially during busy
operation.
4. Interrupt the procedure once feel of misunderstanding issue or in semi confuse
information
5. Getting the full information of any mistakes or fault happened during the busy period and
discuss it during the low busy period
6. Assure that all special customer request followed and delivered correctly
7. Advise rapidly if there is any corrective action will be taken to guaranty delivering
customer excellent service

SOP – AZ – 2018
Shop Name:
Kitchen
Department:
00015/2018
Policy No:
Kitchen maintenance
Policy: Kitchen equipment and power supplies should be always operating properly, it is the
responsibility of maintenance team and store manager, to avoid and accident or causing of bad
service to the customer, and to assure the safety environment of the kitchen always
Procedure: Once you start the duty in kitchen:
1. Check all power supply, electricity, gas, water.

2. Check all kitchen equipment, chillers, freezers, blenders, sinks, ovens.
3. Check all kitchen tools and utensils.
4. Notify if there is any breakdown in any of the above
5. Inform the PIC to contact maintenance team
6. Insure that any issue of equipment and power supply will be solved prior to service
starting time
7. If the issue looks challenging and cannot be solved in short time, find alternative solution
and inform the PIC
8. Test the alternative option prior to service time
9. Fill the record of kitchen maintenance to assure that equipment and power supply will be
operate again properly
1. Check the record of kitchen maintenance

2. Verify the kitchen maintenance record and place it in folder
3. Make sure that all equipment which fixed are performing properly
4. Make sure that there is no critical issue will happen in kitchen supply during service
5. Assure that any equipment will go out o\f the kitchen for maintenance purpose will be
recorded before and after arrived back
6. Make sure that staff familiar with any alternative solution to start the service properly
7. Make sure that fixed equipment is tested and staff is aware about it

SOP – AZ – 2018
Shop Name:
Department:
00016/2018
Policy No:
Coffee Machine monitoring
Policy: All coffee machines and related devices should be delivered with service contract and
training sessions for the barista and service staff, and also it is must for maintenance team to
understand the coffee machine manual to support the service of any minor issue raised during du
Procedure: When you start operating the coffee machine:
1. Make sure that you are following the starting procedure according to the manual.
2. Check the pressure level and adjust accordingly.
3. Check the target temperature of the machine (Usually should not be less than 75 c )
4. Check the supplement machines like, coffee grander, coffee levelling …etc
5. Insure that all liquid flowed are attached to machine, water, milk
6. Do testing for the coffee to check the performance
7. Fill the coffee machine record throughout the duty hours
8. Make sure that calibrating is always done once required
9. All scales, tools and cleaning material should be always available and perform correctly
10. Understand always the power supply consumption so rest the machine from time to time
specially during low busy time, by putting her on standby mode (if applicable)
1. Check the record of Coffee Machine

2. Verify the coffee machine record and place it in folder.
3. Physical check from time to time during service the performance of the machine specially
after busy time
4. Observe if there is any mishandling for the coffee machine from any staff
5. Make sure that training and manual understanding are always carried out and
implemented on daily basis
6. Random check with maintenance team for any current or future service checkup for the
coffee machine

SOP – AZ – 2018
Shop Name:
Department:
00017/2018
Policy No:
Wastage monitoring
Policy: All department will be responsible about wastage monitoring as it is part of the company
ethics not to waste any necessary item without acceptable reason, wasting good material will be
subject to disciplinary action towards any staff who is responsible about it
Procedure: Once you want to prepare any food and beverage material:
1. Check the ingredients one by one

2. Notify the full weight and yield weight (which is the weight after preparing- peeling-
squeezing- cutting …. Etc.)
3. Notify the usage of trimming or leftover items from the preperation
4. Fill the record of wastage
5. If also any tools, utensils which is breakable, was not handled properly then caused
breakage, state the full issue and see if this action will be avoid in the future
6. State the corrective action for minimizing breakage
The restaurant manager will:
1. Check the wastage record

2. Verify the wastage record and place it in folder
3. State the mishandles from staff who repeat breakage
4. Brief them for corrective or disciplinary action
5. Check the wastage usage according to staff preperation
6. Observe any misuse of wastage which causes harm to the operation.

SOP – AZ – 2018
Shop Name:
Department:
00018/2018
Policy No:
Service equipment’s maintenance
Policy: service equipment and power supplies should be always operating properly, it is the
responsibility of maintenance team and store manager, to avoid and accident or causing of bad
service to the customer, and to assure the safety environment of the service always
Procedure: Once you start the duty in service:
7. Check all power supply, electricity, water.

8. Check all service equipment, chillers, freezers, blenders, sinks, coffee machine.
9. Check all service tools and utensils.
10. Notify if there is any breakdown in any of the above
11. Inform the PIC to contact maintenance team
12. Insure that any issue of equipment and power supply will be solved prior to service
starting time
13. If the issue looks challenging and cannot be solved in short time, find alternative solution
and inform the PIC
14. Test the alternative option prior to service time
15. Fill the record of service maintenance to assure that equipment and power supply will be
operate again properly
7. Check the record of service maintenance

8. Verify the service maintenance record and place it in folder
9. Make sure that all equipment which fixed are performing properly
10. Make sure that there is no critical issue will happen in service supply during duty
11. Assure that any equipment will go out o\f the store for maintenance purpose will be
recorded before and after arrived back
12. Make sure that staff familiar with any alternative solution to start the service properly
13. Make sure that fixed equipment is tested and staff is aware about it

SOP – AZ – 2018
Shop Name:
Department:
00019/2018
Policy No:
Service hall cleaning
Policy: : It is always required throughout the duty ours and service period to have cleaned service
hall, regardless of how busy it is, and regardless of any other cause, as cleaned service hall
environment is must in the company.
Procedure: How to make sure that service hall is cleaned from opening till closed:
1. Once the duty start, make sure that service hall decorates, floor, walls and ceiling are all
cleaned and tidy
2. Make sure to keep the service hall cleaned during service time by monitoring any dirt or
messy cause during service
3. Cross check from time to time ( every hour ) the cleaning status of floor, chairs, tables
glass, to insure the cleaning procedure following
4. Record on each hour the service hall cleaning record, and follow up if there is any area
still not cleaned
7. Check the service hall cleaning record

8. Verify the service hall cleaning record and keep in folder.
9. Assure that cleaning time is always followed during the duty hours
10. Make sure that cleaners are following the safety procedure by placing cleaning on
progress signs specially during the floor cleaning time
11. Assure the availability of cleaning materials (tools and chemicals ) by double check with
purchasing team who controlling the cleaning materials order)
12. Cross check the sufficiency of cleaning procedure, by physical observing

SOP – AZ – 2018
Shop Name:
Department:
00020/2018
Policy No:
Staff Grooming
Policy: All staff must attend their duties with standard grooming complying, such as short hair,
short nails, shaved, cleaned uniform, cleaned and shiny shoes, covered wounds, and should not
report to duty if they are sick.
Procedure: When you reporting to duty:
1. Make sure that staff has short hair (for males less than 1 cm and for females the hair is
tight) and when they enter the kitchen they must ware hair net.
2. None of the staff is sick, and if happen you have to contact PIC directly and manage to
send the staff home or hospital for serious sickness
3. All staff should ware clean and tidy uniform with clean and shiny shoes
4. All staff whom have wounds or burns on their skin must cover it with food grade pad
5. No long nails
6. No jewellery to be ware during duty except the plain wedding ring
7. Fill the staff grooming record on daily basis and take a corrective action directly
1. Check the staff grooming record

2. Verify the staff grooming record and place it in folder.
3. Do random check to assure the effective standard
4. Follow up with the sick staff to have sick leave and also to manage the medication
procedure
5. Insure that staff has always practising in the daily grooming procedure to turn this
exercise into a habit

SOP – AZ – 2018
Shop Name:
Department:
00021/2018
Policy No:
Staff absentness
Policy: All staff must follow the absence procedure to assure their complying and capability with
company rules, employee who not reported to duty for unknown reason without informing the PIC
must get disciplinary action, every staff has 15 days payed absent throughout the full calendar year
, and 30 days unpaid absent throughout the full calendar year
Procedure: When staff cannot come to duty:
1. Inform the PIC or direct manager 6 hours in advance.

2. In sickness case, must contact the PIC directly and see what is the advice, keeping in
mind to have the sick leave form filled and assist
3. For emergency case (urgent leave) state the case to PIC and store manager to support
in the urgent action
4. Fill the Staff absent record and inform the PIC for urgent matters
5. Mange the replacement of absent staff prior to duty
6. Follow up with each absence case and get the time frame of matter solving procedure
1. Check the staff absent record

2. Verify the staff absent record and place in folder
3. Make sure that staff replacement is arranged properly
4. State the evidence of absentness
5. Take note regarding the disciplinary action as below”
a. Staff who is not inform the PIC about absence prior to 6 hours from duty will
get first verbal warning letter
b. 3 verbal warning letter will lead to first written warning letter and 1 day salary
deduction
c. 2 written warning letter will lead to 3 days salary deduction
d. 3 written warning letter will lead to dismissing and employment’s contract
termination

SOP – AZ – 2018
Shop Name:
Department:
00022/2018
Policy No:
OJT (On Job Training)
Policy: OJT (On Job Training) is essential for the company business operation, beside the off job
training which will be conducting from third party out of the stores, OJT must conduct minimum 3
times a week for all tasks, procedures, and updates. Staff must attend the OJT without any fail and
has to implement the outcome on daily basis effectively and immediately
Procedure: When you do the OJT:
1. Prepare the task prior 24 hours minimum of the OJT day

2. Make sure that all required staff are attending
3. Set the timing and duration of OJT
4. Make sure to deliver the task in simple way (simplify the complicated way)
5. Ask questions to test the understanding level
6. Let the staff do the task after you delivering it without any interruption
7. Give the final result of the staff trial right after he/she done with the task
8. If there is any modification of their results, ask them to do it again until the result
accepted
9. Fill the OJT record and get it signed by every staff
10. Appreciate always the team work spirit of the staff and thank them for being passion and
enthusiastic
1. Check the OJT record

2. Verify the OJT record and place it in folder
3. Make sure that task delivered correctly by random test after the OJT done
4. State the importance of OJT as assurance for implementing all how to do procedures
during operation
5. Appreciate the staff who always attend the OJT and encourage the others

SOP – AZ – 2018
Shop Name:
Department:
00023/2018
Policy No:
Customer Feedback
Policy: It’s essential for us always to get the customer feedback daily, as it is the strategic and
planning driver of our business, regardless if it’s positive or negative, more over it is a learning curve
to correct the direction and improve the service quality.
Procedure: Once you get the feedback from customer:
1. If it’s verbal feedback try to invite the customer to fill the feedback form.
2. Don’t allow the staff to read the feedback unless if they have permission from PIC
3. PIC is the only person who will read the customer feedback filled form
4. Fill the form of customer feedback record
5. Attached all the actual feedback forms from the customer with the record
6. It is very important to thank the customer upon receiving the feedback regardless positive
or negative
1. Check the customer feedback record

2. Verify the customer feedback record and place in folder
3. In positive feedback contact the customer for appreciation and invite him/her again,
4. Make sure that all customer details are there for easier approach procedure
5. In negative feedback contact the customer and understand clearly what is the negative
points, then thank the customer and invite him/her for another trial to experience the
development, make sure at the end that customer satisfied
6. Plan the marketing calendar by update customer data into the list of our company for
future events
7. Have a random briefing with the team to go through customer feedback comments (only
the highlighted and critical one)

SOP – AZ – 2018
Shop Name:
Department:
00024/2018
Policy No:
Pest Control
Policy: It is essential to have pest control activity minimum once a month, by assigning certified
Pest Control Company which is approved from DM, to visit the stores and apply the correct
materials for discarding the insects and keeping the stores free from any pest insects till the next
visit
Procedure: When the pest control company visit:
1. Go through the pest control record and fill the necessary information
2. Make sure that the timing is after the duty always
3. Check the surfaces in the stores and make sure that they are covered
4. Any food and beverage item should be covered before start applying the chemical
materials
5. Make sure to check the spec sheet of the chemical in use if its approve from DM, to avoid
any unexpected side effect
6. Take the company representor advise on the procedure to avoid any cross contamination
during the application process
7. Make sure that deep cleaning will be implemented after the contact time advised from the
pest control company
8. Notify the completeness of the process and wright it in the Logbook with recommended
follow up so the next shift will get awareness about it
1. Check the pest control record

2. Verify the pest control record and place it in folder
3. Check the result of the procedure by observing for the next few days of completing
4. Notify the pest control company and give them the feedback
5. Ask from them the corrective action in case of negative feedback
6. Make sure that all pest control issues will be solved in maximum 1 week after the visit

SOP – AZ – 2018
Shop Name:
Store / Kitchen
Department:
00025/2018
Policy No:
Logbook
Policy: Logbook is the communication tool between shifts, therefore it is essential to read the
logbook from PIC’s and follow each point till completeness, All points should communicated and
delivered to the right staff in each shift, and report to store manager if there is any high-level
importance.
Procedure: When the duty is about to finish (1 hour prior) and you need to handover tasks:
1. Open the logbook and follow the instruction of logbook record

2. Wright the high important points first
3. Make sure to explain the point correctly in order to have right handover
4. Brief the other staff if they need any other requirement form the next shift
5. Any special handling of the point must be clearly mention
6. Follow up on previous task must be highlighted and done within 2 shifts maximum
7. Make sure to complete the logbook record in details
1. Check the logbook record

2. Verify the logbook record and place in folder
3. Insure that tasks and points had been delivered between the shifts correctly
4. State any corrective action to be taken between shifts
5. Follow up with the next shift about the previous point and observe the completeness
6. Take notes to improve the communications between staff

SOP – AZ – 2018
Shop Name:
Department:
00026/2018
Policy No:
Handling incident
Policy: It is very important to handle any incident following the correct and professional procedure,
any failed or mishandling point which lead to negative result, will be investigated and has disciplinary
action, Store manager is the final decision maker of critical cases
Procedure: When the incident happen:
1. Inform the PIC if it needs direct action.

2. PIC to inform store manager if the incident critical
3. Follow the Incident record points and fill them
4. Always behave in calm manner to avoid any panic situation
5. Insure that staff are not disturbing the corrective action and also not panic
6. Do the communication correctly if any third party involved in the incident
7. Make sure to present the incident record to the PIC when asked for
8. Sate the incident as Benchmark for future experience
9. It is essential to brief the staff about the whole experience to avoid any similar incident in
the future
10. Make sure to appreciate all the participants in the solving procedure.
1. Check the incident record

2. Verify the incident record and place it in folder
3. Study the incident case to notify the critical level
4. Take the direct discussion and action for the critical case
5. Follow up in the lower critical cases
6. Make sure to inform the top management if third party is involving in the incident
7. Take the necessary action if any staff not following the procedure correctly
8. Avoid to involve any third party in the incident if its not necessary

SOP – AZ – 2018
Shop Name:
Department:
00027/2018
Policy No:
FOC (Free Of Charge) Order
Policy: Free of charge order will be issue and approve in 3 cases only, mishandling, marketing,
management request, and in all cases the store manager has to be involve
Procedure: When you receive the FOC order:
1. Go through the FOC record and fill it

2. Mishandling FOC order is caused by staff incorrect action and not the customer
responsibility, therefore it is the decision of management to charge the full amount of
order or the cost of it
3. Marketing FOC order has to communicate prior to processing between management and
staff to avoid any incorrect feedback
4. Management FOC order has to be mention to the staff in order to receive correct
information and not to do any error in the POS
5. Inform the finance department on the total FOC orders on daily basis and attached the
orders with the FOC record
1. Check the FOC record

2. Verify the FOC record and place it in folder
3. Review the FOC orders in terms of category and amount
4. State the sequence of getting FOC to manage the minimization of mishandling
5. State the marketing FOC feedback and outcome in the future
6. Develop and improve the Loyalty system in order to cover the cost of FOC marketing
order

SOP – AZ – 2018
Shop Name:
Department:
00028/2018
Policy No:
Store Inventory
Policy: Store inventory must be done daily, weekly and monthly, it is essential to do the daily
inventory 1 hour prior to operation closure, 1 day prior to week end and 3 days prior to month end,
inventory is important to calculate the consumption, par stock and orders
Procedure: To do the store inventory:
1. Make sure to do the daily inventory in exact quantity, it can be delegated to a good expert
staff.
2. Take the store inventory record and filled it with all items.
3. Highlight the below par stock items.
4. Check the near expiry items and see how you can consume ASAP
5. Segregate the slow moving items from fast moving one
6. Inform the PIC and storekeeper regarding the items which need to be order.
7. Below par stock has to be order the next day in order to avoid out of stock case
8. Weekly and monthly inventory has to be exercised the same of daily inventory
1. Check the store inventory record

2. Verify the store inventory record and place it in folder
3. Take the quantity of each item daily and compare with the next inventory quantity to have
a forecast consumption of each item through the week and week end
4. Give the finance department a short summary of consumptions, item by item so they can
compare with revenue
5. Avoid accepting orders of slow moving items
6. Double check the list of near expiry items from store keeper

SOP – AZ – 2018
Shop Name:
Department:
00029/2018
Policy No:
Yield of food and beverage items
Policy: Yield weight is the actual weight of goods that will be used in the recipe, it is the basicly the
total weight minus the wastage (skins, nerves, fat,.etc). It is essential to have the yield weight
calculation in order to get 3 major results: actual quantity of item in operation, actual quantities to be
order, and actual food cost calculation.
Procedure: To get the yield weight of food and beverage item:
1. Take the total weight before trimming or before decanting then take the weight after that,
minus the after weight from the before then you will get the wastage weight, multiply by
100 and divide in the total weight then you will get the wastage percentage, minus from
100 then you will get the yield weight percentage.
2. Fill the Item yield record
3. Make sure to consider the yield weight once you order the goods (eg. If yield of broccoli
is 65% and you need actual weight of 100 kg then you have to order [ 100 × 100 / 65 =
153.85 kg ] )
4. Contact the PIC and store keeper for any concern regarding the quantity.
5. Make sure that wastage are recorded in quantities (in Wastage record) and to be used if
possible to keep our environment sustainable
6. Brief and train the staff to have consistent yield amount by daily practicing of deboning ,
decanting and trimming
7. Notify if there is any quality or brand change in any item, and do the sample test before
approval
1. Check the Items yield record

2. Verify the Items yield record and place in
3. Make sure that all orders for the next day are at the correct actual quantities
4. Observe the consistency of items yield on daily basis
5. Get daily report of any item changes of yield and quantity
6. Involve store keeper for daily follow up for actual quantity control

SOP – AZ – 2018
Shop Name:
Department:
00030/2018
Policy No:
Equipment inventory
Policy: Equipment inventory must be done monthly, to see if there is any shortage of equipment,
any equipment under maintenance and also any extra equipment need to be purchase according to
operation needs
Procedure: To do the equipment inventory:
1. Fill the equipment inventory record

2. Highlight the equipment which under maintenance and follow up with maintenance team
3. Brief the staff for correct handling of the equipment and include the SOP of each
equipment in your OJT training before the equipment start operate in the store
4. Ask if there will be any replacement equipment till the fixing date is done
5. Inform the PIC if there will be any equipment missing, regardless how important it is
6. Go through the list of new equipment and segregate according to priority
7. Inform the PIC if there will be any urgent equipment required
8. If you feel that any equipment has low performance, inform the maintenance to fix it
before it get damaged
1. Check the equipment inventory record

2. Verify the equipment inventory record and place it in folder
3. Observe any mishandling of equipment and give the staff a clear responsibility of any
damage
4. Check the missing equipment list and investigate the each equipment case
5. Give the priority of purchasing new equipment to the ultimate necessary one, keeping in
mind to check the budget always before applying to the purchasing department
6. Get special approval on the urgent equipment from top management stating the reason
clearly and the side effect if purchasing will reject

SOP – AZ – 2018
Shop Name:
Department:
00031/2018
Policy No:
Voiding the Order
Policy: Voiding orders will be done only through PIC with the sign approval from store manager,
voiding orders will be in 3 cases only, customer cancellation with acceptable reason, error in the
POS machine, changing of the order from the customer, in all cases the voiding should be happen in
professional manner and as per the SOP of the POS machine.
Procedure: When you have to void the order:
1. Inform PIC or store manager

2. Get the approval first then void the order according to the SOP of POS machine
3. Fill the Voiding order record
4. Make sure to clearly mention the reason of voiding
5. Make sure to take the signature of store manager
6. Repeated voiding should be a subject of investigation
7. Insure to inform all sections ( kitchen – service – beverage ) if the order had been
cancelled so they will not prepare it physically
8. If the order had been prepared and voided in system, make sure to mention this in the
remark of voiding order record
1. Check the voiding orders record

2. Verify the voiding orders record and place it in folder
3. Make sure to highlight the repeated reason of voiding
4. Brief the staff about the repeated voiding effects
5. Take disciplinary action if the reason belong to staff mishandling
6. Investigate if the customer voiding is acceptable and try to contact the customer on spot
to avoid any negative feedback
7. Collaborate with finance department to segregate the voiding orders according to
reasons and get the total amount weekly
8. Plan with PIC corrective action to improve the decreasing of voiding orders

SOP – AZ – 2018
Shop Name:
Department:
00032/2018
Policy No:
Handling Cash
Policy: All cash credit payment in the store to be handled from one person (cashier) in each shift,
cash record to be hand over with the actual orders and total amount (cash-credit) to the second
cashier on day, who will hand over to the finance department after closing the duty, it is the
responsibility of cashier in each shift if there is missing or exceeded amount in total, no chasjh to be
kept in POS machine after closure.
Procedure: When you are assigned to handle cash:
1. Make sure to collect all the bills first and record them in cash record by order number and
amount.
2. Segregate the credit payment order from cash one.
3. Collect the actual cash that you have and match with the amount of orders
4. Do the same with credit orders
5. If all correct then hand over to the next shift cashier and take his/her signature or to the
finance collector if you are in night shift
6. Inform the PIC if you have any missing or exceeded amount
7. Make sure that the POS machine are empty at the time you did the handover
1. Check the Cash record

2. Verify the Cash record and place it in folder
3. Make sure to sign the closing amount in Cash record
4. Insure that there is no missing amount as well as exceeded amount
5. Make sure that cashiers are doing the handover process of cash correctly
6. Observe any error in the POS or in calculation from the cashiers
7. Any missing amount to be charge to cashier and any exceeded amount to be
recalculated and notify
8. Can conceder the excess amount as tips for the service staff
9. Any continues missing amount to be subject of investigation
10. Top management must be involve if there is any criminal cases

SOP – AZ – 2018
Shop Name:
Department:
00033/2018
Policy No:
Daily operation monitoring
Policy: It’s a PIC responsibility to handle the list of recruitment for daily operation, and to make sure
that all concerned points are covered throughout the operation period, keeping the store manager
informed at all times specially in the urgent and emergency cases
Procedure: To monitor the operation correctly:
1. Go through the operating record and list the concerned point

2. Take the corrective action with each point according to needs and requirements
3. Make sure to inform the store manager for any decision making matter (for the
complicated points)
4. Always monitor the performance of staff during fast and slow operation hours
5. Drive the team and be motivated always
6. Encourage and appreciate all efforts from staff no matter it big or small
7. Make sure that operation is smooth specially during busy times
8. Always reward the staff in public and disciple in private
9. Make sure that Operation record are filled and hand over to the store manager on daily
basis
10. State the suggestion of any case and discuss it with store manager at the same day
1. Check the operation record

2. Verify the operation record and place it in folder
3. Accept any call from PIC during operation
4. Do quick solving to the small matters as not to disturb the operation flow
5. Make sure that all points are solved from each period of operation separately, morning ,
afternoon, evening
6. Try not to transfer any matter from period to another as much as possible
7. Go through all points of operation during the closing time to discuss with the PIC and
team (if necessary)

SOP – AZ – 2018
Shop Name:
Department:
00034/2018
Policy No:
Dispatching from central kitchen
Policy: It’s essential to follow the procedure of dispatching from central kitchen on daily basis or
whenever orders of prepared food and beverage items will be distributing to the branches. In order
to track each item separately and monitor the consumption, inventory, wastage, par stock and 86
items.
Procedure: Once the order will be ready for dispatching:
1. Fill each item of food and beverage in the dispatching list and mention the category
2. Check the order which came from braches and match with the dispatching order
3. Make sure that items are in good status in terms of packing, hygiene and food safety
4. With the help of the driver, make sure that all containers and packs are in the right
position to avoid any dripping or damage during the transportation
5. Try to arrange the items according to the order list flow to avoid missing the items
6. Make sure to check the items in the exact time frame to avoid any delay in transportation
7. Get the correct time frame for checking from the driver as he is the one who will know the
exact time of delivery
8. Make sure that driver will leave the central kitchen on time
9. Take a copy of the dispatching record and have it signed completely from the concern
persons
1. Check the dispatching from central kitchen record

2. Verify the dispatching from central kitchen record and place it in folder
3. Make sure that orders from branches are received on time in the previous day
4. Timing to receive the orders must be at least 15 hours from the time of dispatching
5. Monitor and observe any issue in dispatching then train the dispatcher if necessary
6. Make sure that items will arrive to the branch in standard condition by follow up with the
branches managers daily
7. Get ready for any missing items issue and solve it directly

SOP – AZ – 2018
Shop Name:
Department:
00035/2018
Policy No:
Receiving from central kitchen
Policy: It’s essential to follow the procedure of receiving from central kitchen on daily basis or
whenever orders of prepared food and beverage items will be received from the branches. In order
to track each item separately and monitor the consumption, inventory, wastage, par stock and 86
items.
Procedure: Once the order will be ready for dispatching:
1. Fill each item of food and beverage in the receiving list and mention the category
2. Check the dispatching record which came from central kitchen and match with the
receiving record and your order which you sent on previous day
3. Make sure that items are in good status in terms of packing, hygiene and food safety
4. Inform the store manager if there is any item not meeting the standard and follow the
procedure of goods rejection
5. Check with the concern department PIC regarding the replacement
6. Follow up with the driver to plan the delivery procedure
7. Take a copy of the receiving record and have it signed completely from the concern
persons
8. Make sure that the received items are transferred to the correct stores after receiving
9. Keep following with the driver until replacement of the rejected goods are received
1. Check the receiving from central kitchen record

2. Verify the receiving from central kitchen record and place it in folder
3. Make sure that receiving record’s items are matching your order in terms of quantity and
items name
4. Timing to receive the orders must be at least 17 hours from the time of receiving
5. Monitor and observe any issue in receiving then train the receiver if necessary
6. Make sure to inform the central kitchen manager if there is any rejected item and notify if
this case happened continuously
7. Make sure that replacement will arrive on time
8. Plan any alternative solution if the replacement will be delay
9. Check with the department PIC if they can implement the plan of late replacement
10. Monitor and observe

SOP – AZ – 2018
Shop Name:
Department:
00036/2018
Policy No:
Handling Customer Complain
Policy: Each complain from any customer should be handled provisionally and result should be a
happy customer. Regardless if the complaint small or big
Procedure: To handle the customer complain:
1. Listen to the customer carefully without any panic

2. After listening to the customer tell him/her that you are totally understand the case and
apologise if needed
3. Make sure that customer is offered with immediate corrective action ( replacement – FOC
– Discount … etc )
4. State the corrective action and do it immediately
5. At this time you have to start smiling ( not before that ) and implement the corrective
action with thanking the customer
6. Ask the customer if the complaint is solved. And offer extra service if need
7. Handover the customer feedback form and ask the customer to fill it
8. Ensure to promise the customer that this complain will not happen again and thank him /
her again
9. Fill the customer complain record and sign it
1. Check the customer complain record

2. Verify the customer complain and place it in folder
3. Monitor and observe during the handling procedure from staff
4. If necessary support the staff personally to handle the complain perfectly
5. Point any mistake happened during the handling procedure
6. Assign a training task of customer complain handling during the OJT session
7. Make sure that customer are satisfied after the complain solved ( ask him/her personally
if need )
8. Pay personal attention to the customer and follow up by contacting him/her in the next
day ( sending apologise email or SMS ….etc )
9. Appreciate the staff who handle the customer complain from time to time

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SOP – AZ – 2018

Standard Operating Procedure

Setting operational standards

1. Develop the standards

Establishing operational standards and making them integral to

 the different types of services and customers you have;

Operational standars should be :

2. Communicate the standards

3. Monitor the standards

4. Improve the standards

Adapting the Operational Standards to your Business

2|Page ABSOLUTE ZERO L.L.C

Billing and Payment

Food and Beverage Action Plan

3|Page ABSOLUTE ZERO L.L.C

4|Page ABSOLUTE ZERO L.L.C

Our Standard Is:

How to achieve our Standard: How we will know it is done correctly:

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Our Standard is:

How to achieve our Standard: How we will know it is done correctly:

6|Page ABSOLUTE ZERO L.L.C

1) Serve food at the  Hot food should be more than 75c

6) Serve the food following the  Kids to be served first

7|Page ABSOLUTE ZERO L.L.C

Our Standard is:

How to achieve our Standard: How we will know it is done correctly:

8|Page ABSOLUTE ZERO L.L.C

9|Page ABSOLUTE ZERO L.L.C

Billing and Payment

Our Standard is:

How to achieve our Standard: How we will know it is done correctly:

10 | P a g e ABSOLUTE ZERO L.L.C

How to achieve our Standard: How we will know it is done correctly:

4) Receive deliveries at a  Delivery times are agreed in advance with suppliers

12 | P a g e ABSOLUTE ZERO L.L.C

Food and Beverage Action Plan

Standard Area For Action To Be Taken By By Reviewed

13 | P a g e ABSOLUTE ZERO L.L.C

STANDARD OPERATING PROCEDURE

Receiving Goods from Approved Supplier

Procedure: When supplier arrived to the store:

1. Check the invoice and LPO and match them

The store manager will:

1. Check the receiving record

Policy last revised on: ______________

14 | P a g e ABSOLUTE ZERO L.L.C

STANDARD OPERATING PROCEDURE

Reject disqualified Goods

1. Take the name of supplier during the receiving of goods

The store manager will:

1. Check the Goods rejection record and

Policy last revised on: ______________

15 | P a g e ABSOLUTE ZERO L.L.C

STANDARD OPERATING PROCEDURE

Washing Fruits and Vegetables

Procedure: When we receive the fruits and vegetables:

The store manager will:

1. Check the washing vegetables record