To ensure food safety, all the ingredients of beverages will be purchased from approved sellers to maximize customers’ satisfaction with food safety.

The purpose of the food handling policy is to implement hygiene standards in order to gain the customers’ trust.

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 and forearms thoroughly with good-quality soaps.

Employees should wash their hands:

Before preparing beverages or handling food equipment,

Employees will wash their hands when contamination happens in the preparation of juices.

After sneezing and touching the nose, face, hair and other parts of the body.

After smoking.

Employees must wash their hands in the sinks typically designed for washing.

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 moustaches clean and tidy.

Employees will not wear any jewellery in the production area.

Employees will smoke only in the selected area primarily designed for this purpose.

Smoking is not allowed in production and serving areas.

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 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 bacteria from contaminating other foods.

The manager will advance procedures that convey information about food safety practices.

Managers 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.

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 organisation’s middle managers. This way, the power continues to move upward to report to upper-level management. In addition to it, the middle manager reports 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 organization’s workforce, which includes authority and ranks. The aligned authority is given to different position holders in the café. The authorities are divided into top, middle, and operational management. In this way, adopting the vertical reporting structure would offer an effective chain of commands through which the reporting system can run smoothly and steadily.

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 food safety program policy accessible to each employee of the café.

Support documentation will be maintained to keep employees’ training records.

During the plan of operation, a file will be maintained, and 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 file, and control measures will be thoroughly described.

Diagrams of the food process will be maintained.

Documentation of appropriateness of food safety program.

Record of vendor certification who supplies the ingredients for beverages.

Record of processor audit to verify the obedience.

Certifying that the cafeteria environment is free from discrimination.

Providing reachable services for the customers.

Communication

The café will be committed to having honest communication with customers with disabilities.

Café employees will be trained to interact well with customers and guided by 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 with maximum comfort.

Special staff will be reserved to look after the customers with disabilities.

Goals

The customer service goals that the café will put in place are specific to ensure maximum service satisfaction. 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 waiting long.

Our goal is to solve every customer’s problem regarding flavour and ingredients.

We will use natural fruits and ingredients in the beverages instead of artificial flavours 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 customer gives 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.

• Employees are obliged to take all the training regarding this policy and will be updated with new policies and procedures.
• All employees will be informed of any changes or modifications in training.
• Employees are supposed to report any disturbance in service to the Human resource manager.

The responsibility of the Manager:

• Cheer all employees to attend the training session presented by Cafe to respect this policy.
• The manager will ensure that the employees follow all the rules and strategies set out by the café management (Raub & Blunschi, 2014).
• Managers will be undergoing training themselves and will seek information in the modification of policies.
• The manager will ensure that procedures are appropriate to the customer service area.
• The manager will ensure that all the policies are updated and convey the same.

Responsibility of Employees

• Employees should inform the human resource manager and give their suggestions if they think any training is needed.
• Employees will thoroughly understand the programs, policies, and procedures that will be implemented.

·         All the records regarding customer service policy will be placed in the document.

·         The names of employees who are involved in serving the area of customers will be kept in a file.

·         All the implementation procedures of customer service will be recorded in the file 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 accessible to each café employee.

·         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 employees’ duties will be described to improve customer service.

·         Positive remarks, negative feedback, as well as suggestions from employees will be recorded on the document to make further improvements.

·         Taste of customers and flavours that customers want to have will also be recorded on file to meet customers’ demands.

·         The names of customers who frequently visit the café will be recorded in a separate file to give them a discount on beverages.