Coffee shop employee handbook

To employees:

Warmly welcome you to join Xianghui Coffee, and sincerely congratulate you on becoming one of us. In order to cultivate the staff of first-class coffee shops, it is the main purpose of our work to make guests feel at home.

People-oriented enterprise, I believe you can find your own development space and life value in Xianghui Coffee.

Create a first-class coffee shop with Xianghui coffee. In order to maintain the management level of our store system. This employee handbook is specially compiled. All employees must fully understand and carefully abide by the terms and conditions. The first chapter employees notice

1. Industry quality:

Moral quality, cultural quality, physical quality and professional quality: initiative, enthusiasm, patience, thoughtfulness and meticulousness; Service discipline.

1: Pay attention to professional ethics

2. Strictly implement the post responsibility system and abide by the service specifications.

3. Respect the guests and treat them as equals. Polite service and warm hospitality

4. Treat the guest's complaints correctly, follow the principle of "the guest is always right", and don't argue with the guest under any circumstances.

5. Employees are not allowed to talk loudly and gather in the business area.

6: No visitors, drinking, smoking, eating snacks or making personal phone calls during working hours.

7: Don't ask for items or tips from guests, don't refund them without permission, and don't accept gifts from guests at will. Four: personal hygiene 1: develop good personal hygiene habits

2. No spitting, littering with peels, cigarette butts, shells and other sundries.

3. Don't drink before going to work, and don't eat food with bad smell.

4. Try to avoid actions that are harmful to health and beauty at work: sneezing, picking your nose, picking your ears, etc.

5. Employees must hold health certificates and have a physical examination once a year. 5. Body and Action (1) Standing posture.

1: Full of energy, natural and generous, ready to provide services to guests.

2: Head straight, neck straight, shoulders flat, mouth slightly closed, forehead slightly closed, eyes straight, smiling.

3. Raise your head, hold out your chest and tuck in your abdomen. Girls' toes are angled, and boys are shoulder-width apart.

4. Hands droop naturally and cross in front or behind the body. When crossing the road, your right hand presses your left hand.

(2) Sitting posture

1: Steady, dignified, natural, smiling, don't sit in the seat for guests unless it is special.

2. Facing the guests, gently move the seat and sit down smoothly. If you sit in a different direction from the guest, face the guest sideways.

3. Put your feet together, hang your hands on your sides or legs, keep your center of gravity vertically downward, and relax your shoulders smoothly.

When the waitress is seated, she should put her skirt forward, keep her eyes on the guests and concentrate on them.

(3) Walking posture

1: Walk naturally and walk steadily; The pace should not be too slow, so as not to create the impression of laziness; Don't run and jump under any excuse when walking, so as not to cause nervousness. Men don't shake their shoulders and women don't twist their waists.

2. Full of energy and vitality.

3: chest and abdomen; Low leg lift and light step; No noise, no slippers.

4: Hands naturally swing 20 degrees, and when walking, hands are not inserted into pockets and fingers are not snapped; Don't hold hands side by side with others, walk back and forth.

(4) Hand posture

1: When serving or talking to guests, the gestures are correct, the movements are elegant and natural, and they conform to the specifications.

When using gestures, we should respect the customs and habits of the guests, and don't use gestures that the guests don't understand or may cause their disgust.

2. Give directions to the guests, with arms straight, fingers together, palms up, and elbows as the axis to indicate the target. Take care of the eyes and indicate the target, smile and use the language. 6. Polite reception standard 1: smile, greeting, greeting, warm greeting.

2. Basic courtesy expressions 10 words: Hello, please, thank you, sorry, goodbye.

3. Common polite expressions 1 1 Words: Hello, good morning, please, thank you, I'm sorry, please forgive me, never mind, never mind, you're welcome, goodbye.

4. Advocating six honorific services: guests are welcome when they arrive, say goodbye when they leave, greet and be considerate, work is unresponsive, apology is not in place, praise and thank you.

5. Put an end to four languages: negative language, grumpy language, quarrelling language and contemptuous language.

6.4 Never leave: never leave invitations, never leave relatives, never leave services, never leave smiles and never leave operations.

7. There are three points: familiar with business technology, polite manners and warm service. Chapter II Labor Laws and Regulations

1. Staff recruitment and employment standards 1. The main principle of Xianghui Coffee recruitment is based on the adaptability of candidates to related occupations. And take the knowledge and experience of work as the standard. Priority admission. Two: employee induction training and probation period. 1: New employees should receive pre-job training in the coffee shop. Combine theory with practice.

Let employees have a basic understanding of the characteristics of the industry they are engaged in. Learn and abide by the rules and regulations of the enterprise.

2. The probation period for new employees is 1-2 months, and the employees with outstanding performance during the probation period. The probation period can be shortened as appropriate. After training, if the employee's labor ability and work ability can't meet the requirements. Can't do the job. Coffee shop has the right to terminate the labor contract. Enterprises do not make any compensation. Three. Employment system and labor contract 1: According to the employment system of the enterprise, all employees in this coffee shop will implement the labor contract system. The signed contract has legal effect and both parties must strictly abide by it. The contract will be automatically terminated when it expires.

Four: Working hours

1: Coalfield employees work 8 hours (excluding meal time).

2. Working overtime for work reasons. Employees must obey the arrangement. Enterprises will give them holidays or overtime pay according to the actual situation. V: Employee Access 1: Access

New employees must fill in the employee file form. And deliver copies of ID cards, photos, temporary residence permits, health certificates and other relevant documents. Go through the relevant entry procedures at the personnel department.

Step 2 resign

(1) Employees who leave their jobs during the training period must submit their resignation application three days in advance and report it to the manager for approval.

(2) If an employee leaves his post during the probation period, he shall report to the manager in writing for endorsement seven days in advance.

(3) Regular employees shall submit their resignation application to the manager 30 days in advance, and the manager shall sign and approve it.

3. All resigned personnel must complete the handover procedures according to the regulations, including the handover of employee manuals, work numbers, lockers, petty cash materials, house keys, work clothes, etc. If it is not returned in full, it shall be compensated in accordance with the regulations. Otherwise, our store has the right to refuse to pay wages.

4. For employees who seriously violate corporate discipline. Can be dismissed immediately. Do not make any compensation, and deal with the economic losses caused by it reasonably. 6. Employees must hold relevant certificates: health certificate, temporary residence permit and ID card.

1: employees must go to the designated hospital for physical examination before taking up their posts, and they can only take up their posts after passing the examination. Employees need to have a physical examination once a year (the expenses are paid by themselves and reimbursed by the company that has worked for one year).

2. Employees whose household registration is not local need to apply for temporary residence permits at the local police station. Self-care of expenses Chapter III Employee Benefits 1: Legal holidays

1: All employees enjoy the following ten statutory paid holidays every year: New Year's Day (Gregorian calendar 65438+1 October1).

The Spring Festival (the first, second and third day of the lunar calendar) lasts for three days.

International Labor Day (May 1, 2, 3 in Gregorian calendar) lasts for three days.

National Day (Gregorian calendar 65438+1 October1,2, 3) lasts for three days.

2. If overtime is required during legal holidays, the enterprise shall pay wages or make up the corresponding holidays in accordance with relevant state regulations. (One day for two days) 2: Sick leave 1: Employees who take sick leave must have certificates from designated hospitals or medical institutions. It will take effect after being approved by the supervisor. Report to the manager for more than two days.

2. Employees who ask for sick leave must ask the supervisor for instructions in advance (except in case of emergency) and make up for it in writing afterwards.

3. The sick leave of employees is deducted from the full-time salary of the current month according to the relevant salary policy formulated by the enterprise. If it exceeds one week, the corresponding assessment salary of the current month will be deducted; if it exceeds half a month, the assessment of the current month will be cancelled. Three. Personal leave 1: employees who need personal leave due to special circumstances must apply in writing to their superiors 24 hours in advance.

Otherwise, it will be treated as absenteeism without reason, and 2 days' basic salary will be deducted from personal leave.

2. Please ask for leave for no more than 2 days and hold the approval of the supervisor. Report to the store manager for approval more than 2 days. Four: absenteeism 1: absenteeism 1 day, 3 days' salary will be deducted. And cancel the whole month evaluation, and so on.

2. Absence from work for more than 3 days in a row shall be treated as automatic resignation. All absences will be recorded. Reference for future promotion and salary increase.

3. Special circumstances (illness, personal leave) need to be reported to the manager for approval before arranging leave. If it is impossible to take leave, it shall be handled according to the provisions on sick leave and personal leave.

4. Those who rest without approval shall be treated as absenteeism.

5: The year-end bonus of accumulated personal leave and sick leave for more than 5 days 10 days (including 10 days) will be paid by half.

If it exceeds, the year-end bonus will be cancelled.

6: Accumulated absenteeism for 2 days in half a year. The year-end bonus will be halved. For more than 2 days, the year-end bonus will be cancelled. Five: Marriage leave, maternity leave and funeral leave shall be implemented in accordance with relevant state regulations. Six: The year-end bonus coffee shop will decide the year-end bonus according to the operating profit. Seven: Staff Dormitory 1: The enterprise provides staff with dormitories free of charge (water and electricity take care of themselves).

2. Accommodation staff must abide by the relevant regulations of the dormitory (holding a temporary residence permit). Meals 1: employees can enjoy free working meals on duty and take turns to have meals within the specified time.

2. Civilized dining. Employees are not allowed to talk loudly, drink or smoke, abide by the relevant regulations of employees' dining, and waste is strictly prohibited. Chapter IV Other Enterprise Regulations 1: Employee Relations 1: Mutual respect, cooperation and understanding among employees.

2. The work assigned by the superior can be effectively implemented. If there is a problem, it should be implemented first and then reflected, and it is not allowed to refuse. Escape or terminate work

3. Managers should strictly abide by their duties and authority, take responsibility for themselves and respect their subordinates; Deal with everything fairly, justly and openly. 2. Attendance 1: Employees must go to work on time according to the specified time, and those who are absent without approval or leave their posts without permission will be dealt with according to the regulations.

2. Don't be late, leave early or be absent from work for no reason.

Don't stay in the shop after work for no reason.

4. Don't change shifts without authorization.

5. Be proactive in your work, and never slack off, chat or watch the fun. 3.gfd 1: Girls should wear light makeup at work, keep it natural, and make up their makeup in time after meals.

2: No earrings or bracelets, only one wedding ring (chefs are not allowed to wear rings).

3. Nails should be trimmed in time, keep the plot, and don't apply colored nail polish.

4: hair should be clean and tidy, and don't dye weird hairstyles; Long hair tied up, short hair but shoulders; Boys don't cover their ears with their heads, and their eyebrows don't cover their front. No collar at the back, no beard.

5. Maintain personal hygiene; Don't smell, don't eat smelly food, and rinse your mouth after meals.

6. Dress neatly, don't roll up your sleeves, don't pull your pants, and don't wear slippers into the store. 4. Work clothes and work number 1: employees must wear uniform clothes and work number plates when they take up their posts.

2. If the uniform is damaged for personal reasons, compensation shall be made as appropriate.

3. The work number plate should be properly kept. If you lose it, 5 yuan/1 just buy it.

4. When you leave, you should return your work clothes and work number. 5. Employee locker 1. Always keep the wardrobe clean and tidy.

2: Please don't put valuables and light things in the wardrobe, and you won't be responsible for the loss.

3. Employees are not allowed to change locks or wardrobes without permission, and are not allowed to open them forcibly. Those who intentionally damage them will be dealt with twice.

4: It is forbidden to store our goods in the wardrobe. If found, it will be dealt with according to the seriousness of the case. 6: Collect 1: Any property found in the coffee shop must be immediately sent to the cashier and properly registered. Anyone who hides the found property privately is regarded as theft, and punishment 7: Telephone and visitors 1: You shall not answer the phone during working hours without the permission of your superiors.

2. Friends are not allowed to visit during working hours, and special circumstances need to be reported to the superior for approval, and the time should not exceed 5 minutes. Environmental sanitation maintenance 1: take good care of all working instruments in the store, regularly maintain all equipment, and save water, electricity and consumables.

2. Develop good professional ethics, and prohibit spitting, littering, cigarette butts and sundries.

Don't scribble. If you find scraps of paper in public places, you should pick them up and keep the shop.

Clean. Chapter V Reward and Punishment System 1: Reward is to maintain the normal operation and work order of coffee shops, implement effective management and create first-class service level.

In order to obtain good economic benefits, our store has formulated the following reward and punishment regulations: 1: those who have made outstanding achievements in completing work tasks, improving personal business level and service quality of cafes.

2. Save raw materials in the coffee shop. Remarkable achievements in energy and capital.

3. Outstanding achievements have been made in improving the management of coffee shops and increasing economic benefits.

4. People who can contribute to maintaining the property safety of coffee shops and guests.

5. Find the signs of accidents and take timely measures. Prevent major accidents.

6. Distinguish between right and wrong and dare to report. Contributing to safeguarding the interests of enterprises.

7. People with high moral character who don't know how to collect money.

8. Actively carry out business promotion and be among the best every month. II: Punishment standard 1: Minor negligence

Verbal warning of criticism and education; Every time the fine is 10 yuan, it will be accumulated three times a month, and it will automatically enter the fault once.

2. Failure

Written warning; If 20 yuan is fined three times a month, he will automatically enter a serious fault.

3. Gross negligence

Final warning; Every time 50 yuan is fined, it will be accumulated twice, and he will automatically enter gross negligence once (subject to the accumulation of 6 months).

4. Gross negligence

Demotion, salary reduction, dismissal and probation; Fine 200 yuan.

5. Disciplinary action, dismissal and expulsion 3. Punishment 1. Slight negligence.

1: gfd does not conform to the store rules.

2. When on duty, I didn't wear the work number plate or wore it irregularly.

3. Be late or leave early within 10 minutes.

4. Stay in the shop after work for no reason, which hinders others' work.

5. Spitting or littering in the coffee shop.

6. Put your hands on your hips, hold your chest, make up, look in the mirror, and arrange your hair or clothes in the business place.

7: Noisy, foul language or disturbing the order of the coffee shop.

8: Smoking in the restaurant.

9: Don't punch in and out of work.

10: Violation of employee dining regulations and locker use regulations (2): negligence.

1: the client clocks in.

2. Being late or leaving early for more than 20 minutes (more than 20 minutes is regarded as absenteeism).

3. Don't report the collected information.

4. doze off on duty, do private things and other things unrelated to work.

5. Leave your job without authorization and answer personal calls.

6. Deliberately cut corners.

7: Eat snacks at work and hang out and chat with others.

8: Graffiti in the restaurant.

9. Be rude to the guests and argue with them.

10: Use the personal belongings of the guests and take the non-designated passage.

(3): gross negligence

1: Change shifts and have a rest without authorization.

2. Stealing food in the store.

3: Drinking, gambling and fighting.

4. Be impolite to superiors and disobey management.

5: absenteeism.

6. Stealing (depending on the seriousness of the case)

7: Deliberately destroying or damaging public property or guest articles. (d): gross negligence

1: unauthorized use of fire control facilities

2. Use authority to serve public and private interests and take revenge.

3. Gossip, slander others and undermine unity.

4. Advance or postpone or stop business hours without approval.

5. Keep the articles, tools, materials, appliances and other articles in the store.

6. Refusing to carry out the instructions and supervision of the superior management personnel; Create rumors or maliciously slander our reputation or other employees.

(5): dismissal and dismissal for violation of discipline.

1: Disobeying normal transfer and work arrangement.

2. Bad attitude, contradicting superior leaders in public, which has a serious impact.

3. Absenteeism for 3 consecutive days, or 3 days in a month.

4. Stealing and defrauding the property of guests, colleagues and units.

5. Engage in a second job outside the store.

6. Taking advantage of authority to practice favoritism, jobbery.

7. Tear up or alter all kinds of original documents, records and bills, and use the paid bills to collect from the guests and deliberately charge them to enrich themselves.

8. Gathering people to make trouble, inciting, participating in activities such as playing time, or inciting employees to concentrate on sabotage and strike.

9 serious violation of the relevant provisions of the unit, and has a significant impact. (6) Others

If the above three categories do not include other violations, the enterprise has the right to deal with them according to the seriousness of the case. Chapter VI Safety System In order to ensure the life and property safety of guests and employees in the store, every employee should keep in mind that safety comes first.

Safety and fire prevention measures must be strictly observed. 1. Safety warning 1: Pay attention to fire prevention and theft prevention. If there are signs or smells of accidents, you must immediately check and report to the relevant departments when you hear the sound, effectively eliminating hidden dangers.

2. Check carefully before coming off work to eliminate unsafe hidden dangers. Ensure the safety of life and property of the unit and guests.

3. If you find any suspicious or illegal person or thing, you should report it to the relevant department in time.

4. It is forbidden to use it automatically without permission, install all kinds of electrical equipment, and pull wires indiscriminately.

Two: fire alarm measures

In case of fire, measures must be taken regardless of the size, and the following procedures must be followed.

1: Stay calm.

2: Press the nearest fire alarm.

3. Inform the store manager and "1 19 Fire Center" (specify the specific location of the fire, the burning materials, the size of the fire, the name of the alarm person and the department).

4. Use the nearest equipment to put out the fire.

5. Never use water and foam extinguisher to put out electrical fires.

6. Assist other personnel to take the fire stairs to evacuate the site, do not use the elevator, and close all gas valves at the same time. Remove all explosives.

7. Obey the command of the firemen. Three. Package inspection 1: employees are not allowed to carry any luggage, clothes, packages, etc. Entering or leaving the business premises without approval.

2. Security guards and store managers have the right to spot-check the items carried by employees, and employees should actively cooperate. 4. Emergency 1: In case of emergency, such as typhoon, fire, explosion, etc., employees must obey the command uniformly.

2. All employees cooperate with each other, take responsibility bravely, and do their best to protect the company's property and the safety of guests and employees.

3. In case of accident, warning signs should be added, and relevant departments should be informed to deal with it quickly. Chapter VII Revision and Interpretation 1: This manual is formulated in accordance with relevant national laws and regulations. In case of disputes, the national laws and regulations shall prevail, and the company will make amendments at any time according to the needs of management and development.

2. This manual shall be interpreted by the office authorized by the general manager and shall come into effect as of the date of promulgation.