| Policy | All the employees of the café will maintain good practices of personal hygiene in order to ensure the safety of food.
To ensure food safety, all the ingredients of beverages will be purchased from approved sellers to maximize the satisfaction of customers with the safety of food. |
| Purpose | The purpose of the policy of good practices of personal hygiene is to bring out safe food for the customers. The staff of the kitchen will work smoothly and efficiently and work together to ensure hygiene practices.
The purpose of the food handling policy is to implement hygiene standards in order to gain the customers’ trust. |
| Procedures | The procedure to implement the policy is:
All the employees of the café must arrive at the cafeteria with clean hair, bathed in deodorant, and brushing teeth (Djekic et al., 2014). Employees should maintain clean, polish-free, and short nails of fingers (Kibret & Abera, 2012). Employees are not permitted to use artificial nails in the production area of food (Cavkaytar et al., 2017). Employees are used to washing their hands up with forearms thoroughly with good quality soaps. Employees should wash their hands: Before preparation of beverages or handling food equipment. Employees will wash their hands when contamination happens in the preparation of juices. After sneezing as well as touching the nose, face, hair and other parts of the body. After smoking. Employees must wash their hands in the sinks that are typically designed for washing purposes. Other Rules for employees Employees must wear clean clothes with sleeves in order to maintain personal hygiene (Ulmann et al., 2015) Employees will wear a cap in the production area of the café to cover all hair. Employees will keep their beards and mustaches clean and tidy. Employees will not wear any jewelry in the production area. Employees will smoke only in the selected area that is primarily designed for this purpose. Smoking is not allowed in production and serving area. Chewing gum is not allowed for employees in the production area. Procedure for handling food Fresh fruits will be used in the juices to have a positive impact on the health of customers. Nagata et al. (2016) identified that customers want to intake fresh juices that are made from fruits. The vendors who supply the food will be audited in order to ensure that the ingredients are of premium quality. Palvia & Jain Palvia (2017) argued that vendors influence the performance of an organization as they provide products to the organization. Therefore, premium quality ingredients will positively influence the food handling procedure. Food waste will be removed from the production area as soon as possible to prevent other foods from bacteria. |
| Responsible | The manager is responsible for implementing the policy with adequate procedures in the area of food handling. Earl & Taylor (2015) argued that manger can play a crucial role to implement the strategy.
The manager will advance procedures that convey information about food safety practices. Manager will instruct employees to review the procedures on a regular basis. Employees are responsible for following the obligations and procedures to meet the safety standards in the cafeteria. |
| Hierarchy of Reporting | Information will move up and down in the cafeteria. Organizational leaders require information on a daily basis that is possible in a hierarchy of “who reports to whom.” At the production site at West Torrens, the audit team will evaluate the quality of ingredients that will be used in the making of beverages. The audit team will report to the manager of that site. The manager of at West Torrens site will report to the manager of a café that is located in Adelaide City.
Specifically, in this café, the vertical structure of reporting would be used. It is an organization in which hierarchy fits the operation. In this regard, the vertical aspect of reporting would be effective enough to create the power of hierarchy, and in this way, the employees would do their jobs as they know that they would have to answer if they do anything unjustly (Smith & Lipoff, 2016). In this organization, the employees would be at the bottom of the hierarchy. They are bound to report to their supervisors. After that, the supervisors would report to the middle managers of the organization. In this way, the power continues to move upward to report the upper-level management. In addition to it, the middle manager report to the upper-level managers. Managers are responsible for reporting the owners and the chief officers. Through the organization chart, the connection could be developed between the workforces of the organization which includes authority and their ranks. The aligned authority is given to different position holders in the café. The authorities are divided into top management, middle management, and operational management. In this way adopting the vertical reporting structure would offer an effective chain of commands through which the reporting system runs smoothly and steadily. |
| Forms and associated documents
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All the records will be placed in a document on the handling of food through the cafeteria.
Employees who are involved in the production area as well as in the service area will record all the information in a document by using these procedures. Employees will follow all procedures that include keeping a record as well as documentation. The cafeteria will keep the current copy of the policy of the food safety program that is accessible to each employee of the café. Support documentation will be maintained to keep the training record of employees. During the plan of operation, a file will be maintained in which a list of the duties of employees will be described. Description of beverages, distribution methods, and the standardized recipe will be maintained on file. Analysis of hazards will be maintained on the file and control measures will be thoroughly described on file. Diagrams of the food process will be maintained. Documentation of appropriateness of food safety program. Record of vendors certification who supplies the ingredients for beverages. Record of processor audit to verify the obedience. |
| Version | The version of the food handling policy will be updated after every six months. Employees have to follow the new version as the new version will ensure the current practices that are required to meet the safety food standards. The new version will be helpful to gain the trust of customers. In the new version of the policy, new methods, as well as procedures, will be described that will increase the employees’ knowledge. |
| Review | This policy will be reviewed by the Risk Management team, and with the accordance of the Food Safety Act to determine whether the policy will meet the legislation of Food Safety. |
Customer Service
| Policy | Quality services to customers including disabled customers.
Certifying that environment of the cafeteria is free from discrimination. Providing reachable services for the customers. |
| Purpose | The purpose of this policy is to establish programs as well as procedures for the implementation, development, and enforcement of convenience standards in order to achieve maximum customer accessibility and treating them with respect. |
| Procedures | The following procedures will be used to implement this policy:
Communication The café will be committed to having honest communication with customers with disabilities. Employees of café will be trained to have good interaction with customers guided by the principles of dignity, equality, and independence (Chen et al., 2015). Alternative formats of communication will be provided to persons with disabilities that will meet the customers’ needs as soon as possible. Seats will be reserved for customers with disability to provide them maximum comfort. Special staff will be reserved to look after the customers with disabilities. Goals The goals of customer service are specific that the café will put in place in order to ensure the maximum satisfaction level with the services. The foremost goal of customer service policy is to meet the requirements and demands of every customer. The goals of the café in the context of customer services would be: Customers are the priority of every business; so, the employees will respond to customers in a respectable way. The table turns time will be managed effectively and promptly as customers do not like to wait for long. It is our goal to solve every problem of a customer in the context of flavor and ingredients. We will use natural fruits and ingredients in the beverages instead of using artificial flavors to enhance the taste. Measuring Feedback We will give a short form to our customers and request them to write their remarks on the form. If the customers give negative remarks, we will ask him/her for suggestions for further improvements. After getting the feedback, necessary practices will be implemented to increase the quality in order to satisfy the customers. |
| Responsible |
The responsibility of the Manager:
Responsibility of Employees
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| Hierarchy of Reporting | The hierarchy of reporting refers to the relationship in the context of authority ‘who reports to whom.’ Café operation is a small business having small number of employees so the structure of reporting is self-evident. Employees will report to the manager. With the entrance of new employees in order to coordinate the employees, it is more likely to claim organizational structure. Therefore, a formal structure will be established to have them in charge of multiple tasks. These boundaries of authority and relationships between employees in authority will create the structure of reporting. |
| Forms and associated documents
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· In order to get feedback as well as complaints from customers a form will be generated by the management.
· All the records regarding customer service policy will be placed in the document. · The names of employees who are involved in serving area of customers will be kept in a file. · All the procedures of implementation of customer service will be recorded in the file in order to make it accessible to all employees who serve the customers. · Training to employees will be recorded on file within the time frame. · The cafeteria will keep the current copy of the customer service policy that is accessible to each employee of the café. · Support documentation will be maintained to keep the training record of employees. · During the plan of operation, a file will be maintained in which a list of the duties of employees will be described in order to improve customer services. · Positive remarks, negative feedback, as well as suggestions of employees will be recorded on the document to make further improvements. · Taste of customers and flavors that customers want to have will also record on file in order to meet the demands of customers. · The names of customers who frequently visit the café will be recorded in a separate file to give them a discount on beverages. |
| Version | The version of the customer policy will be updated after every six months. Employees have to follow the new version as the new version will ensure the current practices that are required to improve customer service. The new version will be helpful to gain the trust of customers. In the new version of policy new methods, as well as procedures, will be described that will increase the employees’ knowledge in order to increase the satisfaction of customers. |
| Review | This customer service policy will be reviewed by the Risk Management team, and with the accordance of Australian consumer law to determine whether the policy will meet the legislation of customer services. |
References
Cavkaytar, A., Acungil,, h. T. & Tomris, G., 2017. Effectiveness of Teaching Café Waitering to Adults with Intellectual Disability through Audio-Visual Technologies. Education and Training in Autism and Developmental Disabilities, 52(1), pp. 77-90.
Chen, Z., Zhu, J. & Zhou, M., 2015. How does a servant leader fuel the service fire? A multilevel model of servant leadership, individual self-identity, group competition climate, and customer service performance. Journal of Applied Psychology, 100(2), pp. 511-521.
Djekic, I. et al., 2014. Food hygiene practices in different food establishments. Food Control, Volume 39, pp. 34-40.
Earl, C. & Taylor, P., 2015. Is workplace flexibility good policy? Evaluating the efficacy of age management strategies for older women workers. Work, Aging, and Retirement, 1(2), pp. 214-226.
Kibret, M. & Abera, B., 2012. The sanitary conditions of food service establishments and food safety knowledge and practices of food handlers in Bahir Dar town. Ethiopian journal of health sciences, 22(1), pp. 27-35.
Nagata, J. M., Djafari, J. T. & Chamberlain, L. J., 2016. Nagata, Jason M., Jennifer T. Djafari, and Lisa J. Chamberlain. “The option of replacing the Special Supplemental Nutrition Program for Women, Infants, and Children fruit juice supplements with fresh fruits and vegetables. JAMA Pediatrics, 170(9), pp. 823-824.
Palvia, P. & Jain Palvia, S. C., 2017. Offshore IS Vendors: Capability, Quality, and Performance. In Global Sourcing Of Services: Strategies, Issues And Challenges, 32(2), pp. 175-227.
Raub, S. & Blunschi, S., 2014. The power of meaningful work: How awareness of CSR initiatives fosters task significance and positive work outcomes in service employees. Cornell Hospitality Quarterly, 55(1), pp. 10-18.
Smith, R. J. & Lipoff, J. B., 2016. Pretend you didn’t hear that”–managing ethical dilemmas from the bottom of a medical hierarchy. Journal of the American Academy of Dermatology, 74(4), pp. 766-768.
Ullmann, V., Kracalikova, A. & Dziedzins, R., 2015. Mycobacteria in water used for personal hygiene in heavy industry and collieries: a potential risk for employees. International journal of environmental research and public health, 12(3), pp. 2870-2877.
