Booklet

Dear Valued Newcomer

On behalf of the Bread & Butter team, we would like to welcome you as our newest team member. We are proud to have you on our team, and we hope you will have a great time here at B&B.

Since inception, our team has been expanding rapidly, and all hosts are getting to know each other in a new environment. As B&B is a new company, some of the set-up might not be ready at this stage, but we ask for your help in completing all tasks so our job will be easier and more fun.

As part of the B&B Team we need to keep the communication flowing. Most importantly, we have to be a strong, confident, and fun team!

COMMUNICATION IS CRUCIAL IN ALL BUSINESS

This induction booklet gives you a brief overview of our department, which will give you an overview of our goals, vision, and principles. Of course, my office door is always open to everyone; should you wish to visit me for a chat, a question, a concern, or a recommendation, please do so at any time.

As our department evolves during the times ahead and as we learn more from our guests, some of the standards and best practices might change. So, to be sure you have the latest procedures and practices booklet ,please check with our human resources department regularly for the latest updates.

Once again, we wish you a great future with us, and we look forward to happy, healthy, and long-lasting team work!

Management Team,

General Manager,

Jad Kassas

Content

01 Departmental Goals02 The Essence Of F&B Staff 03 The Golden Rule In F&B Operation04 Food & Beverage Team Qualifications05 Departmental Guidelines06 F&B Staff Manners And Attitude07 F&B Opening Hour08 Environmental Issues09 Operating Language

01Departmental Goals

It is our aim to exceed our guests’ dining experience expectations through providing excellent and proactive service, creative and delicious food, unique design and ambiance, and offering customized dining experiences.

Our aim is to provide excellent and proactive services along with creative, delicious, and uniquely designed food that challenges our customers’ senses while offering them customized and unforgettable dining experiences.

We will stay ahead of our competition and we

will set the trend in dining - not only in Jeddah,but also in the Kingdom.

We aim for international recognition of our services, and we will do our best to compete with the best worldwide.

Our vision is to be the trendsetters in dining brands, and to have brands that compete for the top spots locally and internationally.

Our target point-score from the guest questionnaire for service is 95%, and for cuisine is 92%. Our food cost target is set at different benchmarks for each outlet.

02The Essence of F&B Staff

We will be known for our unique food and beverage experiences. We do not offer guests dinner we offer guests an experience. Each experience is carefully designed so that it is unique and that we always exceed the guest’s expectations. To do this we need a great team - people that love their profession and have passion and respect for the service industry. We serve people 18 hours a day.

Our customers’ experiences will be our “Bread & Butter”. Each experience should be carefully designed and tailored to awe (or wow) our customers. Such experiences can only be achieved by our staff giving their 100% everyday – they need to be dedicated, passionate, and respect the industry.

All our customers are our cherished guests, regardless of age, ethnicity, and nationality. Fellow team members are also guests.

As mistakes are inevitable, we should put an extra effort in minimizing them as much as possible as our department is very visible; meaning that guests can see our mistakes easily and it is often difficult to recover. We have designed a special, customized training plan for every host so That he can learn how to deal with guests in a professional manner. However, there are a few fundamental guidelines required to work in the food and beverage industry. Below are some of them:

03The Golden Rule In F&B Operation

Competition is increasing in the hospitality industry In order to stay ahead of the competition, we have to be able to implement, change, develop, and act faster than any other restaurant or kiosk does.

All F&B team members have to be creative and pay meticulous attention to details. We must be innovative, creative, intelligent, motivated, fun-loving, caring, and have great teamwork.

04F&B Team Qualifications

During the interview and selection process, staff are screened based on many factors. A few of these qualifications are as follows

Intelligence

With a vast amount of knowledge to acquire, a number of duties that need tobe performed quickly, carefully, and accurately, and a vast number of people to deal with cheerfully and courteously, F&B Service members need to have considerable intelligence. Quickly on-the-spot decisions, often without the possibility of help from a supervisor, also require intelligence.

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Manner

Behavior and body language are crucial in the F&B Service industry. Walking slow leaning, or slouching communicates disinterest and guests pick up on that and form negative impressions of the experiences. In the service industry it is required to be polite, friendly, confident, warm and open to feedback. Common courtesies like saying please and thank you are a must, and dealing with challenges and complaints should be with a positive mind set

Self-respect

Getting the respect of colleagues and guests entails having self-respect and respecting others. F&B Service members should conduct themselves with self-respect and due respect.

Enthusiasm

It is essential that an F&B host enjoys working with people. He/She must also be enthusiastic about learning new things and growing. Enthusiasm will help you in your career even if your skills are not up to par.

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Confidence

An F&B Host must display confidence in his mannerisms and abilities to serve. He must also be well groomed and have confidence in his appearance

Speed

There are times when there is nothing to do and others when you are extremely busy. These are called peak times. Although we can see it coming, because of lots of factors, you cannot plan for everything and this causes stress. However, a good host will be pro-active and act quickly, efficiently, and correctly. Doing things right the first time will save you during peak times. Mistakes can seriously cascade additional problems and affect the whole team.

Diligence

Working with valuable materials and equipment requires diligence. You should learn to do things correctly and practice doing everything carefully and quietly, until you become skillful at it. Doing things wrongly when guests and supervisors are not watching and trying to do them correctly when they are watching will only hinder your skills development. It is just as easy to do things the right way as it is to do them the wrong way.

By practicing good working habits you will soon pick up speed. Working carefully will help prevent injury to yourself and others.

Hygiene is a serious issue in the F&B industry. You could seriously injure people by not working cleanly or by not keeping good housekeeping.

Food poisoning is a very real concern, even in five star restaurants diseases or bacteria does not have to be in food; It can be on your hands, napkins, towels, uniform, body, table, crockery, cutlery, water, etc.

You must take responsibility in every task you do to protect the guests and yourself from getting sick.

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Capability

By practicing good working habits, you can develop your capability. A capable person is always looking for ways to learn and improve. He/she plans and works efficiently in the best interest of the clients and the establishment.

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Initiative

This means doing what has to be done without waiting to be told. A good restaurant or kiosk host knows what work has to be done and does it without having to be reminded constantly. He/she sees new ways to improve old methods.

Dependability

As much as we think we are independent, in our profession we are dependable on each other. We need each other to do our work. The chefs need the stewards, the waiters need the chefs and the stewards need the chefs and so on. You must find a balance between being independent and dependable that you need others in order to do your job and that others.depend on you.

Loyalty

Loyalty between host (employee) and employer is crucial. The employer is committed to a long-term development plan for each host, and the host should be committed and loyal to the company.

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Receptivity

Directions whether written or verbal need to be taken positively. As our standards are unique within the F&B industry we will receive directions to adapt and learn new methods or think outside the box. This helps us to be better professionals and we should be receptive to it.

Honesty

All hosts need to be honest at all times regardless to what kind of mistake is made. Lying will result in general distrust, which leads performance to decline.

Tolerance

Keeping an open mind with all people at all timesand respecting their opinions even if you disagree with them is crucial to promote harmony within the team and company.

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Criticism

Criticize yourself and learn from your mistakes. Mistakes are never penalized within our team as long as you learn from them and strive to eliminate them.

Friendliness

Be friendly with your colleagues, new employees, and guests, but do not allow friendliness to become familiarity.

05Departmental Guidelines

In addition to the restaurant rules and regulations listed in your employee handbook there are a few departmental guidelines that all hosts are kindly asked to follow:

Hygiene & Attire

Staff are expected to shave their beard daily and to maintain neat haircut.Finger Nails must be cut short and clean. Jewelry must not be worn on duty with the exception of wedding rings.Only plain black or silver watches are permitted. All cooks must wear a cook’s hat (toque).

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Smoking

Smoking is not permitted by any host or employee in any of the food and beverage premises; this includes all stores, restaurants, kitchens, kiosks, BOH, etc. Smoking is only permitted in the designation smoking areas marked with a sign. Smoking anywhere other than the designated smoking areas will result in final written warning

Rest Rooms

Using the restroom is, of course, permissible but please inform your supervisor. Washing hands afterwards is a must.

Washing Hands

Staff are expected to shave their beard daily and to maintain neat haircut.Finger Nails must be cut short and clean. Jewelry must not be worn on duty with the exception of wedding rings.Only plain black or silver watches are permitted. All cooks must wear a cook’s hat (toque).

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Uniforms

Hosts are not permitted to enter F&B areas without their complete uniforms. F&B hosts are not permitted to work if the uniform is not complete. In such a case report to your supervisor and explain why the uniform is not complete. If this is due to your own mishandling you will be marked absent for the duration oftime your uniform is not complete and will not be allowed to work.

Staff entering kitchen areas should always have a complete uniform. Private clothes, without exception, are not allowed to a care not permitted to enter any FOH area without complete uniform at any time. This could lead to strong disciplinary action.

Beverages

Each BOH outlet will have an allocated coffee, tea, and water station where you may have a cup of tea or coffee during work. Please do not use the guest coffees and teas.

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Eating

Eating in all F&B areas is not permitted. Eating in FOH areas without permission of the supervisor could lead to strong disciplinary actions. Eating in the BOH areas can be approved in special cases by the chef or executive sous-chef. Please obtain approval first. All other meals are otherwise to be consumed in the employee restaurant.

Working Hours

Any position in the kitchen, restaurants, or kiosks, and subsequently stewards, are requested to be able to work split shifts. Although maximum efforts will be put into minimizing this as much as possible, it is unavoidable during peak seasons. All hosts across the departments are required to report for duty in complete uniform not later than 10 minutes prior to the start of the shift.

Tardiness

All staff are required inform their supervisors in advance and obtain approval before coming late for their shifts. Hosts coming late without prior notice should report first to their supervisor before starting work.In either case, the designated form needs to be completed. Tardiness for whatever reason will be recorded and tardiness without prior approval will be evaluated during appraisals.

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Off Duty

Host are not permitted to leave their assigned stations without supervisor approval. Hosts stationed in FOH areas must find a replacement before they could leave their station, which the supervisor can help with. In no circumstance should the stations be left unattended. The same applies for all FOH areas in all F&B sections.

Conflicts & Arguments

Conflicts and/or arguments must be controlled and avoided. If you do not agree with a co-worker or supervisor, resolve the matter politely and professionally or inform the next available supervisor according to your reporting line. You may go all the way to the HOD if necessary. However, foul language or any form of violence will not be tolerated under any circumstance.

Mobile Phones

Mobile/cellular phones are not permitted while on duty in the FOH and BOH unless approved for restaurant purposes by HOD. Action will be taken against hosts found with mobiles in FOH.

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Sick Leave

Supervisors must be informed in advance (the day prior or before shift commencement) when taking a sick leave.Short periods of sick leave such as two-three hours are not accept able; for instance, coming late because of a headache will not be tolerated.

Days Off

Days off may vary from week to week. This will be done upon consulting with each host first. However, days off cannot be accumulated over more than a period of 4 days in a month.

Public Holidays

Public holiday time off can be carried forward (taken at a later date). I is departmental policy that we try to minimize outstanding days as much as possible. Therefore, you might be required to take those days during off-peak times (slow periods/days).

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Training

Occasionally, there will be training sessions outside of work hours. During the pre-opening stages, these training hours will not be paid, but will be discussed with you prior to the training. Attendance of job-related training is mandatory, but you may voluntarily attend non-job related training during off-duty hours, with the exception that they are part of the host career-development plan, in which case you can attend them during work hours.

Storage Issues

Employees may not take anything from storage without approved Storage Requisition. In case of emergencies, the Storage Keeper may issue an emergency order/acceptance. However, an approved Storage Requisition must be filed after the emergency.

Overtime

Overtime can only be assigned by your supervisor, not by yourself. However, if you think OT is unavoidable, inform your supervisor so that he reviews the situation and decides whether or not OT is required.

OT must be recorded, and will not be financially compensated if it can be taken in other time (days off). However, OT and method of remuneration, be it in pay or free time, will be discussed with you before hand by your supervisor.

A record of the completed OT form must be kept in the employee file at the office. It is only possible to claim OT with your copy of the form.Every end of the month your OT will be calculated and redeem all the hours or days that your awe to the company.

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Purchasing

The Chef and the GM must sign Daily Procurement Lists and Special Urgent Orders.

Kitchen Food & Left over’s

Food in the kitchen is for GUEST USE ONLY. Taking any food from the kitchen without the SousChef’s and his superior’s approval will be considered stealing. The Sous Chef decides which food leftovers are for staff use and which can be re-used.

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Cleaning

All cooks are expected to clean their own working area such as tables, refrigerators, shelves, cabinets, etc. Stewards are expected to clean the rest. Waiters are expected to clean their own working area such as cabinets, coffee making areas, etc., and are expected to help clean the stewards’ glasses and cutlery.

Job Description and P&P

You have or will receive a Job Description stating clearly what your duties are and what the Management expects from you.

F&B Positions

Positions and career paths are clearly stated in the F&B Organizational Chart. However, all F&B Supervisors are in charge of ALL outlets, and all F&B Service Staff are required to work in ALL outlets if needed. Strong internal F&B cross training is a must.

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06F&B Staff Attitude & Manners

To be a more successful F&B employee, B&B firmly believes that you must:

01 Smile02 Leave your trouble at home.03 Be a good listener04 Get the order right05 Learn the names of guests and use them06 Maintain a well-groomed appearance07 Efficient 08 Excellence 09 Have Manner

Smile

What are we trying to say here? Simply this, your mental outlook on the job must be good if you are going to perform a good service. And don’t forget a smile - it means so much to help you reach this outlook, so that first suggestion of good service comes into play-smile - when you greet your customer, say something really big, like “‘good morning” or “good afternoon” or “good evening” or “it is a nice day isn’t?” when you smile at a person he usually smiles back.“It takes 150 Muscles to Fawn, but only 88 to Smile”

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Leave your trouble at home

We realize that as human beings not everything goes well every minute of our lives. A sick sister or one can get you into an argument at home before you go to work. However, keep yourself professional, remember some other people are not interested in your personal life.

Be a good listener

You learn more by good listening than by “chatting”.

Get the order straight

Always be ready and concentrate yourself to take an order from the guests. Once you have taken the order be sure that you did not misunderstand. Repeat it back in a polite way. Just remember, if something can be misunderstood it will be misunderstood.

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Learn the names of guest and use it

Here are some people who are regular guests at a kiosk or restaurant; he comes back for many reasons. But the waiter or salesman should give him another reason to come back - the use of his name. Do not be afraid to call him by name. (That sweet sound)

Excellence

This one probably calls for you to give yourself some pressure. A little pressure is good since it makes you push yourself harder. Strive for excellence in everything you do. Do not be contented with good, always aim for the great. Exceed expectations by knowing good is sometimes not good enough. Give everything your utmost best. You will naturally see how this becomes your career booster.

Personal hygiene and appearance

HairLet us start at the top and work down the hair should be cleaned and combed short.

Face Talking about the face - each one of use has his own, some are have and that’s it, but we do have the responsibility of keeping it clean.Men should shave daily - no one likes to see the “nabs”

TeethPart of that face of yours is the teeth and the odor comes out from the mouth.

FingernailsAnother part of good grooming is the hands and particularly the fingernails. They should be kept clean. To me, there is absolutely no excuse for dirty fingernails. We found that by keeping my nails clipped short, dirt is not able to get under them.

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Efficient

Strive to be the most efficient, to be efficient means your performing or functioning effectively with the least waste of time and effort, when you are effective, you are producing the intended result, and that means you are capable and competent.

Manners

01 Practice good manners on and off duty and it will become part of you.02 Do not forget to say, “Please” and “Thank you”, “You are welcome” Remain polite at all times.03 “Act and behave like a well conduct gentleman and you will be treated in the same way”04 Scratching and leaning in public area will not be tolerated.05 Walk in the public area at a brisk pace but do not run06 To be sure of success, you must always keep a very good appearance.07 A well-groomed member of the staff inspires confidence in the guest.08 Speak clearly and listen carefully to the guests or your supervisor09 Make sure you understand that the guests is asking you, at all times.

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07Opening Hours

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Barista07:00 AM - 03:00 AM

Shalimon11:00 AM - 03:00 AM

Ghanouj11:00 AM - 03:00 AM

BTY11:00 AM - 03:00 AM

Kebdoz11:00 AM - 03:00 AM

LillzyTBA

Ghanouj Lebanese Cuisine 9:00 AM - 03:00 AM

08Environmental Issues

Our F&B Department is and must be the leader in environmental issues in Jeddah. The following guidelines must be followed strictly:

Garbage

Must be sorted according to the following:

01 Wet Garbage (biodegradable garbage) for compost making02 Paper Garbage (paper and cartons only)03 Plastic Garbage (plastic only)04 Glass Garbage05 Non-Reusable Garbage (Batteries, Tins, Aluminum Tins, etc.)06 (Waste Oil) Chief Steward must at all times check that this is separated properly from other garbage.

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Wet Garbage

All wet garbage to be separated in the kitchen and stewarding areas. All waiters, cooks, and stewards are responsible for sorting wet garbage into the assigned containers.

Paper Garbage

All papers and cartons must be kept dry and sorted together. Someone will pick up this garbage and send it to a burning area/recycling. TBA

Plastic Garbage

Ensure that all Plastic is separated from other garbage.

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Glass Garbage

For sell - TBAA formal breakages form should be used for all broken glass (such as, glasses, cups, plates etc.). The non-broken once will directly thrown in the garbage, broken and non-broken should separate in a garbage bag and should be more careful to avoid any harm.

Bad GarbageTBAWaste Oil (Waste Cooking Oil)Ensure to keep all waste oil; waste oil can be sold.

09Operating Language

Our operating language is English. English only must be spoken in all FOH areas and especially around guests Arabic can be used internally in non-guests areas. However, should a guest speak to you in Arabic, you may answer in Arabic, especially for Arabic guests. This is the only exception.

All F&B telephones (BOH and FOH) are answered in English with: Thank you for calling (…outlet name…). This is. (…host name…) speaking, how may I help you?

When using a digital phone, and once the guests have introduced themselves and you know whether it is a Mr. or Mrs., refer to the guest by name from that moment onwards.

P.O Box 140996, Jeddah 21333Saudi Arabia

T. +966 02 228 7657Info@bnb-intl.combnb@bnb-intl.comwww.bnb-intl.com