Store Operations Policies And Procedures

TRUEWIN

Table of Contents

Proper Attire and Appearance Policy       5

Uniform Policy   5

Bag Policy           5

Proper Grooming and Hygiene  Policy      6

Cellphone and Gadget Policy       6

Locker Policy      7

Break Time Policy            7

Safety and Security Policy             8

CCTV     8

Open / Access Policy       8

Padlocks and Keys           8

Bomb Threat      8

Fire        9

Outlet Accidents  (Cuts and/or Burns)      9

Frisking / Inspection Policy           9

Manpower Requirement Policy  10

Attendance Policy            10

Time In/Time Out            10

Authority To Do Overtime            11

Change Day Off 11

Absenteeism and Tardiness          11

Reporting Policy               12

Staff      12

Restaurant Manager/Supervisor 12

Store Operating Policy    12

Order Taking Policy         12

Food Related Policy         12

  1. Wrong Order and Bad Order Policy 12

Wrong Order      13

Bad Order           13

  1. Inventory Policy 13

iii. Pull Out Policy             14

  1. Delivery and Ordering of Products Policy 15
  2. Wastage and Spoilage Policy 15
  3. Disposal Policy 16

Fruits and Display Policy               16

Customer Service Policy 16

Customer Relation Policy              16

Greeting  Policy 17

Disposal Policy   17

Loitering Policy  17

Celebrity and Influencer Policy   18

Partnership and Tie Up Policy      18

Media and Medium Policy            18

Store Image Policy           18

Icon and Signage Policy  18

Proper Handling of Store Equipment Policy           18

Breakage Policy 19

Proper Endorsement, Turnover and Communication Policy            19

Floor Supervision Policy 21

Buss Out Policy  21

Store Cleanliness Policy  21

Power Interruption and Contingency Policy          21

SM Concerns Policy         22

  1. Billing or Statement Policy 22
  2. Receiving of Memo Policy 22
  3. Urgent Concern from and for SM Admin Policy 23
  4. Work Permit Policy 23

Food Delivery Policy        24

  1. Device 24
  2. Delivery Custodian 24
  3. Collaterals 25
  4. Service 25
  5. Flow on Delivery 25

Cashiering and Cash Related Policy           26

Cashiering Policy              26

Opening of Cash Register Policy  27

Refund / Void Policy        27

Senior Citizen Discount Policy     28

Cashier Turnover Policy 28

Cash Fund Policy              28

Petty Cash and Expense Policy    29

Money Detector Policy   29

Sales Dropping in DSR Box Policy               30

Banking Policy   30

Pick Up of Sales or Cash Pull – Out            30

Sales Dropping to Office 31

Tip / Gratuity Policy        31

Pilferage Policy  32

Stealing Policy   32

Deduction Policy              32

Sales Generation Policy  32

Merchandising Policy      33

Proper Type of Music Genre and Sound System Policy      33

General Services and Maintenance Policy              34

Preventive Maintenance               34

Defrosting           34

Fire Up / Appliances Maintenance             34

Repair   34

Asset and Equipment Tracking Policy Inventory Policy      35

Pest Control Policy          35

 

Proper Attire and Appearance Policy

To ensure that all staff of TrueWin  observes the proper wearing of uniform and others

Uniform Policy

  1. The staff must wear the complete set of uniform as prescribed.
  2. The White Long Sleeve should be tacked in the black slacks
  3. Wearing of hair net, for female hair should be tied neatly, no bangs and loose hair are to be seen covering the face.
  4. Wearing the prescribed apron pinned with the nameplate.
  5. Black shoes with black sacks should be worn.
  6. For the female, they should have applied make up and have it retouched once in a while.
  7. For the male, they should have applied loose powder.
  8. All accessories should be removed, and only pearl or dainty earring shall be allowed for female staff
  9. Make sure that all uniform are clean and presentable.
  • Once the staff is not wearing a complete set of prescribed uniform he/she must write an Incident Report.
  1. “No Uniform, No Duty” policy is observed. This is upon the discretion of the supervisor. Once a staff is to be sent home for not wearing the prescribed uniform the supervisor must immediately report it to the immediate superior/Store Operations Head.
  2. Once the uniform is already worn out, the staff must request a uniform to the supervisor, and it must be immediately issued.
  3. The uniform shall be changed every six (6) months to avoid being worn out.

Bag Policy

  1. TrueWin staffs are allowed to bring their personal bag, and it is of their full accountability.
  2. Only allowed items to be used during store operations are to be seen in the bags of the staffs. Once there are items that are not on the list, the staff must state the reason why it is brought.
  • The bag of the staff is to be checked by the supervisor upon entering the outlet and before leaving the outlet.

Proper Grooming and Hygiene  Policy

To ensure that all staff of TrueWin observes the proper grooming and hygiene

  1. All the staff of TrueWIn must observe proper grooming and hygiene these includes the following:
  2. The staffs must wear clean and properly press complete uniform..
  3. The staffs must make sure that they have clean and presentable prior to their duty.
  • For the nails of the staffs must be clean and are cut short. For female, they should not have polished nails.
  1. For the hair of the staffs they should not have any hair color. For male, it should be barber’s cut (1 inch x 2 inches)
  2. The male staffs are to shave their beards and mustache
  3. The staff must also observe the hairnet zone of the outlet, specifically the kitchen. Once the staff enters the kitchen area wearing of hairnet must be observed.
  • Staff should observe proper breath hygiene, no bad breath; and proper body hygiene, no body order.
  • All uniform used in outlet should not have any off smell.

Cellphone and Gadget Policy

To make sure that the issued cellphone in the TrueWin is properly used, and other concerns it terms of cellphone handling in the outlet.

  1. The issued company cellphone is under the full accountability of the supervisor.
  2. The issued company cellphone should only be used for outlet reporting such us ordering, sales update, attendance, outlet concerns for Store Operations Support (SOS), product concerns for Warehouse, and/or any reports to the immediate superior.
  • The issued company cellphone must be placed beside the cash register at all times, and should not be placed inside the drawer and/or put inside one’s pocket.
  1. The staff may only use the issued company cellphone for the texting of HOURLY SALES and other concerns.
  2. The supervisor may use his/her personal cellphone for outlet concerns only, and the said cellphone must be put inside his/her pocket at all times. It must not be used for personal concerns.
  3. All personal cellphones of the staff should be placed in their locker/personal bags, and may only be used during their respective break time.
  • Charging of personal cellphones is strictly prohibited in the outlet.

Locker Policy

To make sure that all TrueWin personnel place their bags in the respective locker as per the guidelines of these policies

  1. All personal belongings of the TrueWin staff must be placed inside their respective lockers.
  2. The staff must duly fill up the Locker Log Sheet containing the Date and Locker Letter of their personal belongings.
  • There is no reservation in terms of lockers in the outlet, the lockers are on a first come, first serve basis.
  1. Leaving of personal belongings in the lockers and/or other parts of the outlet is strictly prohibited.

Break Time Policy

To make sure that all the staff of TrueWin  observes the break time as per this policy

  1. The staff is given a total of one-hour break.
  2. The said hour may be consumed into two (2) separate break times consisting of thirty (30) minutes per break, and/or
  • The staff may consume the whole one (1) hour break as long as it is during lean hours.
  1. The break time schedule is upon the discretion and approval of the supervisor.

Safety and Security Policy

To ensure the security of the outlet, and the safety of the people in the outlet

CCTV

  1. The Supervisor alone cannot view the CCTV, if a customer asks to review the CCTV for security concerns the Supervisor must immediately coordinate it with the head office.
  2. Reviewing of the CCTV is upon the approval of the immediate superior/Store Operations Head

Open / Access Policy

  1. The outlet can only operate with a minimum of two (2) personnel in the outlet.
  2. On the event that there are only two (2) personnel in the outlet the immediate superior and/or head office should be immediately informed.

Padlocks and Keys

  1. If the padlocks and keys of the outlet are lost, stolen or misplaced, the supervisor must immediately report it to the Store Operations Support (SOS) within an hour.
  2. The person who lost, stolen or misplaced the padlocks and keys will be accountable for the matter.
  • All padlocks and keys should be change immediately once it is lost, stolen or misplaced.

Bomb Threat

A bomb threat, usually verbal or written, that denotes an explosive or flammable device to cause property damage, injuries and/or death, whether or not such a device actually exists.

  1. The Supervisor must assess first the situation. It is upon the personal discretion of the supervisor to call the authorities especially if it is within the premises and/or vicinity.
  2. The Supervisor must immediately call and inform the immediate superior/Store Operations Head and the Store Operations Support (SOS). The reporting should be done within an hour.

Fire

  1. The staff must know all emergency exits, and must follow the instructions of the authorities.
  2. The staff must be knowledgeable of the handling and procedures of using the fire extinguisher.

 

P – ull the pin

A – im the hose on the base of the fire

S – queeze

S – wing side to side

 

  • The Supervisor must immediately call and inform the immediate superior/Store Operations Head and the Store Operations Support (SOS). The reporting should be done within an hour.
  1. Always check the expiration of the fire extinguisher
  2. Emergency Phone Numbers or Contact Details shall be provided to the outlets

Outlet Accidents  (Cuts and/or Burns)

  1. When a staff has a cut / burn the supervisor must immediately apply first aid.
  2. Help the customer or assist the customer in applying First Aid.
  • It is upon the supervisors discretion if the staff needs to be tended more than the first aid given
  1. The Supervisor must immediately call and inform the immediate superior/Store Operations Head and the Store Operations Support (SOS). The reporting should be done within an hour.

 

Frisking / Inspection Policy

To make sure that the staff of TrueWIn observes the standard protocol when it comes to bag inspection

  1. The incoming Supervisor must check the outgoing shift staff’s bags.
  2. On the event that the incoming Supervisor is not available, the incoming cashier will be the one to check the bags of the outgoing shift staffs, and if the incoming cashier is not available the incoming dining staff will be the one to check the bags.
  • For the frisking of employees, it shall be done by the supervisor for both male and female employees.

Manpower Requirement Policy

To make sure that the minimum manpower requirement for the outlet to operate is required.

Form Used: Manpower Schedule/ Outlet Schedule

  1. There is an established minimum number of staff for the outlet to operate per shift.
  2. The said minimum number of staff per shift must compliment to the needs of the outlet.
  • The manpower number is seen using the outlet schedule. Thus, when there are changes the said schedule the Supervisor must immediately report the total number of people in the outlet to the immediate superior.

Attendance Policy

Time In/Time Out

Form Used: Time Card

  1. When the staff arrives in the outlet, he/she must first be in complete uniform before doing his/her TIME IN SELFIE; whole body selfie shall be done
  2. After sending the TIME IN SELFIE the staff must let the Supervisor sign his/her time card.
  3. Time cards must be duly signed by the Supervisor, when the staff is not around on the said date the Supervisor must indicate whether the staff is absent or on day off.
  4. For the time out, the staffs must send his/her TIME OUT SELFIE, and ask the Supervisor’s sign on the time card.
  5. If the staff fails to send his/her TIME IN SELFIE, and only writes the time in on the time card. The time in sent will be the one recorded. The staff must write an Incident Report (IR).

Authority To Do Overtime

Form Used: Authority To Do Overtime Form

  1. The authority to do overtime is upon the discretion of the supervisor and with the approval of the head office.
  2. The supervisor must sign the Authority To Do Overtime Form stating the reason why there is a need for the said overtime.

Change Day Off

Form Used: Manpower Schedule

  1. The change of day off schedule shall be done at least five (5) days before the day of request.
  2. Only valid reasons shall be accepted for change of day off schedule (e.g. medical related concerns, family related concerns and schedule)
  3. The change of day off schedule is upon the approval and discretion of the supervisor/ outlet-in-charge

Absenteeism and Tardiness

  1. The staff must advise the supervisor / outlet in – charge when the staff cannot come to his/her duty or will be absent on the said duty.
  2. Three consecutive absences, the staff must present a medical certificate stating that he/she is already fit to work. The staff must report the Human Resource Department.  (See Annex: Code of Discipline)
  3. The staff must advise the supervisor / outlet in – charge when the staff he/she will be late for his shift.
  4. The supervisor must report to the head office all the absent and late staff of the outlet.

Reporting Policy

Staff

  1. The staff shall report all concerns to their immediate superior (e.g. attendance, product related, equipment etc.)

Restaurant Manager/Supervisor

  1. The Restaurant Manager shall directly report all concern to the CEO/Head Office.
  2. There will be a designated day for the reporting of the Restaurant Manager in the Head Office. This includes
  • Outlet sales report;
  • Local Store Marketing proposals;
  • Product Mix and Movement;
  • Inventory stocks, wastage and spoilage;
  • Customer Concerns and Comments; and
  • Petty Cash Related Concerns (Request and Liquidation)
  1. The reporting day of the Restaurant Manager is every Tuesday and it shall be held with the CEO and COO.
  2. Company phones in the outlet and of the supervisor must always be open.
  3. Currently, all reporting is done using viber and/or messenger. The supervisor must always check and have it updated as per necessary reports

Store Operating Policy

To ensure that the outlet fully operates which adheres to the following policies

Order Taking Policy

  1. Order taking shall be done with a enthusiastic approach to the customer.
  2. The order taker shall do suggestive selling and endorse the best sellers of the outlet

 

Food Related Policy

  1. Wrong Order and Bad Order Policy

Terminology:

(1) Wrong Order (W.O.): Wrong punch of order, wrong initial preparation, and wrong delivery to customer. Troubleshooting can be done, and must be served within 15 minutes.

(2) Bad Order (B.O.): Overcooked products and substandard quality. Troubleshooting procedures cannot be done.

(3) “Push”: Code for items that are cut, opened or cooked that is needed to be served within 15 minutes.

Wrong Order

  • Wrong orders from cashier call and or order taking are considered bad orders under the accountability of the cashier.
  • All substandard preparations, wrong formulations and wrong preparation are the accountability of the barista and shall be considered as a bad order.

Bad Order

Form Used: Bad Order Form and Authority to Deduct Slip (ATD)

  • The cashier must record the bad order endorsed using the Bad Order Form.
  • During the lean hours, the Supervisor will check the bad orders, and issue the Authority to Deduct Slip (ATD) for the person accountable with a 50% charge of the selling price of the item.
  • All substandard items are considered bad order.
  • All bad orders, though a deduction is given cannot be consumed by the deducted staff
  1. Inventory Policy

Form Used: Inventory Form

  1. The inventory must be done an hour before the shift turnover. Each shift must have an inventory turnover (am shift/mid shift/pm shift)
  2. The inventory is to be done by the barista. The inventory is to be done and counted by the incoming dining staff and is to be witnessed by the outgoing dining staff.
  3. Any discrepancies on the inventory the accountability will that of the incoming and outgoing dining staff.
  4. Inventory forms must be accomplished properly including the assigned positions per shift, total expenses, petty cash, and total sales. Thus, X – Reading must be done per shift.
  5. The inventory form will be the basis of the products/stocks in the outlet, if there are critical stocks in the outlet the supervisor must address the concern immediately.

iii. Pull Out Policy

Form Used: Pull Out Form

  1. There are four classifications for the Pull Out in the outlet.
    • Scrap – used oil and empty gallons/bottles. This is to be directed to Warehouse
    • Good Products – products that are of standard quality, may be forwarded to other outlets. This is to be directed to Operations – PCS.
    • Bad Products – products that are substandard and/or spoiled. This is to be directed to Operations – PCS
    • Equipment – items used in the outlet. This is to be directed to Operations – SOS
  2. Once there are items to be pulled out in the outlet, it should be classified into the four (4) types of pull out, and made with different Pull Out forms per type.
  3. The white copy serves as the office copy; this must be sent to the office.
  4. The blue copy serves as the outlet copy; this must be left in the outlet.
  5. The pink copy serves as the warehouse copy; this must be sent to the office along with the white copy.
  6. Once the pull out form is made, the Supervisor must send the pull out list to the Profit Center Staff (PCS) before 11:00am to be included to the next delivery’s pull out list.
  7. If the item is not on the pull out list, the Supervisor must inform the Store Operations Support (SOS) immediately.

 

  1. Delivery and Ordering of Products Policy
  2. Delivery of Products Policy
  • Receiving of delivery is to be done by the Barista Staff and ensure that all products are of standard quality.
  • On the event that the Barista Staff is not available in immediate assigned to receive the delivery is the Cashier; if the Cashier is not available the next person to receive the delivery is the Supervisor.
  • Once there is a short / over from the received items the Supervisor must issue an Authority to Deduct Form (ATD) to the driver, and make an Incident Report (IR) why there is a short/over of products.
  • The Supervisor must also immediately coordinate with Store Operations Support (SOS) the product concern.
  • If the short/over of products was noticed only after the delivery, the person who received the delivery will be issued with an Authority to Deduct (ATD), and must make an Incident Report (IR).

 

  1. Ordering of Products Policy
  2. The Supervisor must do the ordering so as the texting of the orders to the office.
  3. Ordering shall be done with a two (2) days lead time.
  4. Wastage and Spoilage Policy

Form Used: Throw Away Form, Pull Out Form and Incident Report Slip

  1. The Supervisor must declare all wastage and spoilage in the outlet.
  2. If the wastage or spoilage is that of the merchandise or items bought in the market; the Supervisor must declare it by writing it on the Throw Away Form.
  3. Other wastage or spoilage is considered for pull out. (See Pull Out Policy)
  4. The Supervisor must make an Incident Report (IR) for the wastage or spoilage in the outlet.
  5. All items beyond its shelf life must be thorn and recorded as wastage.
  6. Disposal Policy
  7. Disposal shall be done with the approval of the supervisor and must only be done once the items exceed its shelf life.
  8. All disposal shall be recorded in the Wastage and Spoilage Form
  9. All disposal must be done with the approval and knowledge of the store in charge
  10. Disposal is base on the fruits and display policy

 

Fruits and Display Policy

  1. All fruits displayed in the prep area must be of standard quality and within its shelf life.
  2. The prep area should always be cleaned and free from spilled syrups and/or juices.
  • All items visible to the customers’ vision should be presentable and free from any dust and or dentures.

Customer Service Policy

  1. TrueWin staff must always greet the customers with the standard greeting upon entering the outlet, “Good Morning/aftenoon, Welcome to TRUEWIN”.
  2. The staff must also thank the customer upon leaving the outlet, “Thank you Sir/Ma’am! Please see us again.” and TRUEWIN’S SIGNATURE GREETING
  • The staff must establish a good customer rapport.
  1. The staff must anticipate and attend to the needs of the customers. The staff must immediately tend to the needs of the customer.
  2. The staff must always properly handle customer concerns as per related to the different policies.
  3. The staff must always ensure the satisfaction of the customers.

Customer Relation Policy

  1. Keep Moving Forward

    must have a friendly rapport when it comes to entertaining customers and answering their inquiry.
  2. Staff must be knowledgeable at all times about their regular customer’s typical drinks and/or familiarity with their regular orders.

Greeting  Policy

  1. The greeting of customer shall be done upon the arrival of the customer and when the customer leaves the outlet.
  2. Greeting shall also be done when the product ad/or order is given to the customer.
  • The staff shall greet the customers with a upbeat, bubbly and warm feeling.

Disposal Policy

  1. The staff are able to offer the disposal service to the customer such as, but not limited to:
    1. Throwing of straw wrappers
    2. Receipts
    3. Tissue, and
    4. Empty cups

Loitering Policy

  1. In case that the outlet is already full and some of the customers are just bystanders, the staff can respectfully initiate ways to notify the customer that there is in need of seats, such as, but not limited to:
    1. Wiping their table;
    2. Moving one sit to another; and
    3. Asking them if they would like to order another beverage.
  2. Holding meetings for different people at a different time frame is strictly prohibited in the outlet. The staff can politely decline and address the person to move to another shop to hold their meeting so as to cater other customers.
  • Customers staying in the outlet for a prolonged time shall be notified, the allowed maximum stay in the outlet is at least 2 hours

Celebrity and Influencer Policy

    1. Influencers willing or doing content in the outlet shall be entertained, provided that it is with the knowledge of the store in charge and the approval of the Marketing Head and/or CEO.

Partnership and Tie Up Policy

  1. All partnership shall be forwarded to the marketing and/or CEO.
  2. All contact and communication shall be rendered to the head office, once the partnership is final only then shall the head office communicate and giver further instructions to the outlet how the partnership/tie up will happened.

Media and Medium Policy

  1. All media shall be updated, clean, not dilapidated, no discoloration, no chipped and must always be presentable.

Store Image Policy

  1. Outlet image shall be maintained, clean, free from damages and presentable to the customer.
  2. Table – surface shall be free from sticky areas
  3. Chairs – durable, clean and not broken
  4. Menu Stand – Clean, not broken, not rusted
  5. Television – should be working, no digital lines and updated
  6. Glasses – clean, and no scratch
  7. Stainless Tables – clean and free from rust
  8. Equipment and Utensils – clean and not broken

 

Icon and Signage Policy

  1. Icons such as counter acrylic, light design, and wall design shall be lighted and in perfect condition. It shall not be busted, chipped, cracked, and/or broken

Proper Handling of Store Equipment Policy

  1. The staff must always follow the standard usage and guidelines for all store equipment.
  2. When troubleshooting must be done, it should always follow the trouble shooting guidelines of the different equipment.

Breakage Policy

Form Used: Monthly Breakage Form, Incident Report Slip (IR) and Authority to Deduct Slip (ATD)

  1. The staff accountable for the breakage of equipment and utensils must write an Incident Report (IR) regarding the broken items. The said staff will be issued an Authority to Deduct (ATD) with the amount of items.
  2. On the event that no one accepts the accountability of the broken items all of the staff and supervisor will be charged.
  • The Supervisor must always fill up the Monthly Breakage Form.
  1. When a customer breaks an item/utensils the charge will be accountable to the Supervisor and will be upon the discretion of the head office.

Proper Endorsement, Turnover and Communication Policy

Form Used: Endorsement Logbook, Cash Fund Breakdown Form, Inventory Form, and Turnover Form

  1. The outgoing supervisor and staff must accurately turn over and endorse all necessary concerns, incidents and the likes
  2. This also includes the proper turnover procedure of the Inventory, Cash Register, Cash Fund, Petty Cash, and Padlocks and Keys. The said procedure is from the outgoing staff to the incoming staff (am shift/midshift/pm shift)
  • The outgoing staff must duly accomplish all forms needed for the proper endorsement/turnover to the incoming staff.
  1. Inventory
  • The outgoing staff and incoming staff must duly count the products in the outlet. (See Inventory Policy)
  • The turnover of inventory is to be done after every shift. Thus, there will be three (3) inventory / two (2) inventory turnover per day.
  1. Cash Register
  • The turnover of the cash register is to be done every time there is a change in the position of cashier.
  • The counting of cash register money is to be done only during the turn over. (See Cashier Turn Over Policy)
  • For the turnover of the cash register, the counting of money is to be done by the outgoing cashier, witnessed by the supervisor and incoming cashier.
  • The breakdown of the cash must be written in the Sales Summary Report.
  1. Cash Fund
  • The turnover of the cash fund is to be done every time there is a change in the position of cashier.
  • The counting of cash fund is to be done only during the turn over. (See Cashier Turn Over Policy)
  • For the turnover of cash fund, the counting of money is to be done by the outgoing cashier, witnessed by the supervisor and incoming cashier.
  • The breakdown of the cash fund must be written in the Cash Fund Breakdown Form.
  1. Petty Cash
  • The turnover of the petty cash is to be done every time there is a change in the position of cashier.
  • The counting of petty cash is to be done only during the turn over.
  • For the turnover of petty cash, the counting of money is to be done by the outgoing cashier, witnessed by the supervisor and incoming cashier. This also includes the computation of the receipts. Making sure that the remaining cash and receipts are equal to the total of the petty cash.
  • The breakdown of the petty cash must be written in the Cash Fund Breakdown Form/Petty Cash Breakdown Form.
  1. Padlocks and Keys
  • Padlocks and keys must be properly turned over using the Turnover Form duly signed by the outgoing supervisor as the endorser and by the incoming supervisor as the receiver.

Floor Supervision Policy

  1. During the situation that the outlet has a lot of customer wherein the line in the cashier counter is long, the dining staff must take the orders of the customers and call it in advance.

Buss Out Policy

Terminology:

(1) Buss Out: to clear all the used plates, utensils and other stuff out of the table.

  1. The staff must clean the table of the customer within two (2) minutes after the customer left the outlet.
  2. The staff must make sure that all table are cleaned and presentable for the use of the next customer.

Store Cleanliness Policy

  1. Each staff has their designated areas to maintain its cleanliness.
  2. The outgoing staff must clean his/her designated area before its turnover to the incoming staff.
  • The outlet should always be clean and presentable.
  1. Surfaces must be free from dust and/or leftovers.

Power Interruption and Contingency Policy

  1. During a power interruption in the outlet the supervisor must immediately report it to the head office and/or to the immediate supervisor within an hour of the power interruption.
  2. The supervisor must also assess and be knowledgeable of the duration of the power interruption.
  • Upon knowing the duration of the power interruption, the supervisor must assess the situation if the power interruption affects the operation of the outlet or not.
  1. If the power interruption affects the operation of the outlet causing it to shutdown, the supervisor must immediately report it to the head office and/or immediate superior.
  2. Contingency Plan for equipment and menu shall be implemented. Outlet shall have a ready contingency menu in case of emergency.
    1. Hamilton – shaker shall be used
    2. Blender – no blended drinks shall be sold.
    3. Souffle – no soufflé shall be sold.
    4. Sealer – cup lids shall be used
    5. Sugar Machine – syrup dispenser shall be used.

SM Concerns Policy

  1. Billing or Statement Policy

               To provide guidelines  for proper procedures on receiving and rendering of billing or statement of account to head office Accounting Department..

 

Definition of terms:

Statement of Account or billing – also called “SOA”, used by the Admin of the leased area when issuing charges for rent, utilities, etc.

All Statement of Account or billing must be properly received by TrueWin personnel.

  1. i. Receiving TrueWin personnel must write his/ her name, signature date and time receive at the back of the Statement of Account.
  2. ii. The receiving personnel must ask the messenger or staff of the  Admin to write at the back of         the document the date and time the document is issued, together with the messenger’s name          and signature.

Every SOA/billing received must be forwarded to the Head Office as soon as it is received via email and viber.  A call must also be made to notify Accounting Department that SOA is already received. Original copy must also be forwarded to Head office next transmittal day.

 

  1. Receiving of Memo Policy

               To provide guidelines  for proper procedures on receiving and rendering of Memo to head office departments.

 

Definition of terms:

Memo- shorten name for Memorandum, used by the Admin of the leased area when mandating new policies or disseminating news or information.

Memos given by Mall Admin must always be received properly by the personnel of TrueWin.

  1. Receiving TrueWin personnel must write his/ her name, signature date and time receive at the back of the memo.
  2. The receiving personnel must ask the messenger or staff of the Admin to write at the back of        the document the date and time the memo is issued, together with the messenger’s name and signature.
  • All memo must be render to head office respective department via call and email. Memo must be properly file inside store premises. All memo that needed to be forwarded must be send on the next transmittal date.

 

  1. Urgent Concern from and for SM Admin Policy
  2. Any urgent concern, inspection, seminars, meetings, among others from SM Admin must always be rendered to Head office respective department  as soon as it is receive or notified. Urgent concern must always be call to H.O department within 30 minutes . 
  3. Any delay for rendering urgent concerns will not be tolerated. 

 

  1. Work Permit Policy

To ensure guideline on proper filing  of  work permit. 

Form: SM North Edsa Work Permit

 

  1. Work permits should be filed at least one (1) day before for delivery. Pull-out and minor repairs and maintenance such as cleaning of store or replacement of light bulb.
  2. Work permit filed with engineering works should applied 3 days prior to the scheduled date of works.
  • Submission of work permits is from 10 am to 12 nn at 2nd floor reception of Northlink Building. Permits beyond this designated time shall not be entertained.
  1. Released of all work permit is from 10am to 12nn. Special release at 5pm for Gate pass permits and 8:30pm for emergency permits.
  2. Only work permit signed by the store authorized signatories (declared in the submitted authorized signatory form) shall be honored.
  3. Complete names of work personnel must be indicated in the work permit.
  • Work permit are valid for one week only. Permits for deliveries, pull out and hot works are valid for 1 day only. Filing of deliveries, pull out and other works are filled separately.
  • Change on details of work permit should be done at least 1 day prior to scheduled work from 9am to 12nn. Changes on details of work permit after the scheduled work shall not be honored.
  1. Work permit for overnight works must be filed separately from work during mall hour.
  2. Overnight charges shall apply from 11pm to 10am. First 3 hours is charged Php 500.00. An additional Php 400.00 shall be charged for every succeeding 3 hours. A maximum of Php 1,500.00 for overnight works.
  3. Food tenant – overnight charges shall apply from 11pm to 8am.
  • 3pm delivery for food tenant.
  • Use of Freight elevator without charged is from 6am to 3pm for food tenant.
  • For late deliveries work permit must be secured.
  1. Always secure a permit for pull out of items.
  • Cancellation period for permit is before scheduled work or 12nn of the day itself only.

 

Food Delivery Policy

To ensure guideline for in store procedure for all food delivery partners.

  1. Device
  1. All device (tablets) must be properly charged and maintained.
  2. Tablets must be beside POS area or vacant space in between preparation area and Cashier’s area and must be accessible to responsible personnel.
  • It can’t be used as personal items by any of the staff.
  1. The use of the device is strictly for accessing the partner food delivery flat form.

 

  1. Delivery Custodian
  2. Delivery Custodian can either be the supervisor or the cashier. The device will be used the delivery custodian. Supervisor will act as the primary delivery custodian. If the supervisor is not in the opening shift, Cashier in the opening shift will act as delivery custodian.

 

FUNCTION OF THE DELIVERY CUSTODIAN

  1. Make sure that the device is charged and working properly
  2. Update the menu before opening hour.
  3. Accept orders on the device
  4. Rendering orders to the preparation personnel.
  5. Cashier: must punch the order in POS.
  6. Dispatch the correct order to the correct rider.
  7. Collaterals
  8. All collaterals given by the Partner Merchant must be displayed in front of Cashier’s area or vacant visible area in the store. Collaterals like:
  • Standee
  • Door sign
  •  
  1. Service
  2. All personnel are expected to give a high quality product and service to all customer, even in delivery. All employee must be polite to the riders of the delivery app and must address them as Sir and Miss. There must no TrueWin Personnel to address them as ” Kuya” or other name names.

 

  1. Flow on Delivery

 

Cashiering and Cash Related Policy

To make sure that the cashiering procedures and cash related policies adheres to the following for the safekeeping of the sales

Cashiering Policy

  1. The cashier must always ask for the payment of the customer upon ordering. Observing the “Pay as You Order Policy”
  2. The cashier must always ask for a smaller bill.
  • The cashier must state the total amount of the order, state the amount given by the customer, and state the total change of the customer upon giving it.
  1. The cashier must check the money using the money detector
  2. The cashier must always be polite  to all of the customer.
  3. The cashier must be observant on his/her movement. He/she must be bubbly.
  • The cashier must always observe the standard greeting, “Good Morning/ Afternoon, welcome to TrueWin.” (In a cheerful and welcoming voice)
  • The cashier must always thank the customer after the transaction. “Thank you for coming. See us again.”
  1. The cashier must always remember to give the customer their buzzer/ coaster, and write it on the receipt.
  2. No preparation can be done without the print out of the receipt. There should always be a receipt print out placed on the magic clip for an order to be prepared.
  3. No money are to be placed on the other parts of the cashier counter, all money are to be placed directly on the cash drawer on the designated places.
  • The CRM is solely the accountability of the cashier so as the cash fund and petty cash. Thus, the accountability of cash is that of the cashier. The supervisor is only to witness all turnover and/or transactions.
  • The cashier of the day is always announced to all the staff of the outlet. Once the cashier is present, the supervisor must not act as the cashier. On the event that the cashier is absent or unavailable the supervisor must assign the cashier and announce it.

Opening of Cash Register Policy

  1. The opening of Cash Register must only be done once a transaction is done, and only during the hourly sales update (X1). The hourly sales update is only to be done by the supervisor.
  2. If the cashier opens the cash register without any sale transaction and/or hourly sales update the cashier must write an Incident Report (IR)
  3. The CRM Key is with the supervisor, however the supervisor may not open the cash register without the presence of the cashier.

Refund / Void Policy

Terminology:

(1) Refund: Wrong order/wrong punch and the transaction were already tendered (CA/Amnt)

(2) Void: Wrong order/wrong punch and the transaction is not yet tendered (CA/Amnt)

Form Used: Incident Report (IR)

  1. In an event of a refund, only the supervisor can conduct the procedure, and witnessed by the cashier. The supervisor is to refund the whole order, and the cashier must repunch the correct order.
  2. For the refund, the cashier must write an Incident Report (IR) regarding the refund of the transaction.
  3. The filing of the refund receipts must include the wrong receipt and refund receipt with signature.
  4. In an event of a void, the cashier must call the supervisor. The supervisor is to void the whole order witnessed by the cashier, and the cashier must repunch all the orders again. Reprint the correct receipt and have it together with the voided receipt and original recipt.

Senior Citizen Discount Policy

Form Used: Senior Citizen Form

  1. The senior citizen must present his/her ID in order to avail the Senior Citizen Discount.

Cashier Turnover Policy

Form Used: Sales Summary Report, Cash Fund/Petty Cash Breakdown, Incident Report (IR) and Authority to Deduct Slip (ATD)

  1. The counting of the money in the cash register, petty cash and cash fund must only be done during the cashier turn over.
  2. The outgoing cashier will count the money in the cash register, petty cash and cash fund in front of the incoming cashier and the supervisor, acting as the witness of the turnover.
  3. After counting the money in the cash register, petty cash and cash fund the outgoing cashier must duly accomplish the Sales Summary Report, Cash Fund/Petty Cash Breakdown, respectively.
  4. Once that there is a short in the money in the cash register, the outgoing crew must write an Incident Report (IR) and the supervisor must issue an Authority to Deduct (ATD) for the short. This also applies for the over in the money.

Cash Fund Policy

  1. The cash fund, when placed on the cash register drawer, must be returned to the cash fund box when the money on the cash register is within Php 4, 000.00 (minimum) and/or Php 5, 000.00 (maximum)
  2. The cash fund must not be left on the cash register drawer with the money more than Php 5, 000.00.
  3. The cash fund must always be sufficient as a change for the whole operation.
  4. During the turnover of cash fund, the outgoing cashier must ensure that the cash fund is good for change. (See Proper Endorsement, Turnover and Communication Policy)

Petty Cash and Expense Policy

  1. The Petty cash should be liquidated and done duly by the supervisor during Tuesday, and so as the request of the weekly petty cash.
  2. Releasing of petty cash is every Wednesday.
  3. The petty cash expenses must only include the common or daily needs of the outlet (See Annex: Common Petty Cash Expenses)
  4. The supervisor must always check the receipts after the market; the cashier must make sure that the money and receipt tallies to the total amount of the designated petty cash of the outlet.
  5. In the event that there will be an abnormal expense in the outlet there must be the approval of the head office or immediate superior.
  6. If the head office or immediate superior does not approve the abnormal expenses, the expenses will be charged to the outlet. The head office or immediate superior will issue an Authority to Deduct Slip.
  7. On the event that there is sudden increase of expenses, and it has exceed the petty cash amount. Before using the sales of the outlet the immediate superior must be informed first, and only the CEO/COO can approve the use of the sales for expenses.

Money Detector Policy

  1. The money detector is to be used for the large bills like Php 200.00, Php 500.00 and Php 1, 000.00 to check if the money is genuine.
  2. If the money is not genuine, the cashier must approach the customer politely and ask for a smaller bill.
  3. On the event that the customer cannot provide a smaller bill, the cashier must inform the customer regarding the irregularity of the money.
  4. If the customer resist, give the money back and ask for another payment if the ordered items.
  5. If the customer is not cooperative, explain the standard operating procedure.

Sales Dropping in DSR Box Policy

Form Used: Sales Dropping Form

  1. Under the cashiering procedure, it must be observed that there are no large bills on the cash register drawer. Thus, the sales dropping in the DSR box is done.
  2. The Php 500.00 and Php 1, 000.00 bills are to be dropped in the DSR box.
  3. The Sales Dropping Form must be used for the dropped sales, and the cashier must duly accomplish it.
  4. The cashier will be the one to count and do the sales dropping in the DSR box, while the supervisor must witness the sales dropping.

Banking Policy

  1. There should be two (2) banking per day. The first banking (10:00am) is for the remaining sales. The second banking (4:00pm) is for the banking of the partial sales.
  2. The cashier must not wear his/her uniform during the banking and must ensure the safekeeping of the money.
  3. After banking the cashier/supervisor must immediately text the banking details to the Profit Center Staff (PCS)
  4. In case of days with no bank operations proceed to Sales Dropping in the Office
  5. The outlet must always make sure that the sales is either deposited or dropped. No sales should be left within the outlet for 24 – hours

Pick Up of Sales or Cash Pull – Out

  1. Pick up of sales or cash pull out usually happens during holidays since the banks are closed.
  2. The head office will send a memo to all outlets with a list of authorized persons to pick – up the sales, duly signed by the CEO.
  3. The authorized letter duly signed by the CEO must be presented by the employee conducting the pull – out.
  4. The supervisor will call the Store Operations Support (SOS) for Cash Pull – Out verification. Both must sign the cash pull out. The supervisor must immediately text the Profit Center Staff (PCS) the amount of cash pulled out once it is done.

Sales Dropping to Office

  1. The sales dropping to office is done during the days with no bank operations.
  2. Write on the plastic that contains the sales the serial number from the Drop Sales Logbook
  3. Drop the inside the safety vault, with the presence of Security Guard.
  4. Poke the hole of the vault with a ruler to ensure that the envelope is properly dropped and unreachable.
  5. Get the logbook and fill up the necessary details. Write clearly and legibly. It must be neat looking and has no erasures.

Tip / Gratuity Policy

Terminology:

(1) Gratuity:  also known as “tip” is a sum of money customarily given by the customer to a staff in addition to the basic price.

Form Used: Tip Computation Form

 

  1. Once a customer gives a tip, the service crew must endorse it to the supervisor and/or must be witnessed by the supervisor once the tip is to be dropped in the “Tip Box”.
  2. The tip duration is from Sunday to Saturday. Tip will be counted every week by the supervisor, to be witnessed by the cashier. During Sunday the Supervisor must count the tip for computation and distribution on Monday
  3. The distribution of the tip is, 85% to the staff including the supervisor, and 15% to the management.
  4. The 85% will be distributed equally to the staffs according to the number of days they reported during the week in which the tip was counted.
  5. The share of the employees will be given on a cash basis right after the amount of shares was determines.
  6. The supervisors must duly fill up the tip computation form, and have it signed once the staff receives the tip.

Pilferage Policy

To make sure that the staffs observe and follow the policy pertaining to eating outlet products

  1. Eating outlet products may it be of small amount is strictly prohibited. Anybody caught doing such act and/or violating the said policy will be subjected to the corresponding penalty.

Stealing Policy

  1. Stealing of any product, item, utensils, equipment and/or inventory in the outlet is strictly prohibited.

Deduction Policy

  1. All items deducted to the staff using the Authority to Deduct (ATD) cannot be consumed by the staff this is pertaining to wrong orders and/or bad orders.

Sales Generation Policy

To make sure that programs are implemented that is specific to generate

Terminology:

(1) Huddle: a short meeting conducted by the supervisor during lean hours to discuss customer service, up selling and/or promotions

(2) Local Store Marketing: a marketing strategy within the outlet to help improve the sales of the outlet

(3) Stop Selling: this happens when an item because unavailable causing the outlet not to produce orders of the customer, and may cause the outlet operations to stop

  1. The supervisors and staff must exert effort to increase the sales of the outlet. Wherein all supervisors and staffs must perform all identified program in boosting sales. Increasing and/or boosting of sales may be achieved by means of the following:
  1. Huddle
  2. Suggestive Selling
  • Achieving Target Sales
  1. Implementing Local Store Marketing and/or Promotions
  1. The supervisors must also monitor all items to avoid the stop selling in the outlet. Once stop selling happens the accountability will be that of the supervisor.

Merchandising Policy

To make sure that the outlet’s merchandise rack is organized and properly labeled

  1. The merchandise rack should be properly arranged and organized. Make sure that the merchandise items are properly displayed according to their label.
  2. The merchandise item’s quality should always be checked, and it should always be according to its standard.
  3. The inventory of the merchandise items should be done together with the inventory of the other outlet items.
  4. The merchandise rack should always be cleaned, and make sure that it is free from dust.
  5. Only merchandise items should be placed in the rack, other items not related to the merchandise should not be place on the rack.

Proper Type of Music Genre and Sound System Policy

  1. The sound system should only use the provided USB and selected songs for the outlet
  2.  The issuance and guidelines of the said above is by the Store Operations Head.
  3. In the event that sound system malfunctions, the outlet may use the FM Radio listening only to the approved radio station as set by the Store Operations Head.

General Services and Maintenance Policy

Preventive Maintenance

Defrosting

  1. The defrosting of the freezer in the outlet should be done every Monday, and/or a day before the product delivery.

Fire Up / Appliances Maintenance

  1. The Supervisor must monitor that the proper Fire Up and Maintenance for the appliances of the outlet are observed as listed below:
  • Blenders- use in blending fruit and teas.
  • Soufflé machine – use for cooking soufflés
  • Ice machine – Used in making ice cubes for the drinks
  • Pearl Cooker – use for cooking pearl
  • Timer – Used to measure time during the different procedures
  • Electric Mixer – Used for the preparation of soufflé (egg and fine white sugar)
  • Hamilton- used for mixing fruit teas.

Repair

  1. CCTV
  2. Once that the CCTV is broken, the supervisor must immediately report it to the Store Operations Support (SOS) and to the immediate superior/ Store Operations Head.
  3. The report should be done within an hour.
  4. Any repair concerns should be reported within an hour to the head office and should be aided within 24 hours after its report.

Asset and Equipment Tracking Policy Inventory Policy

To make sure that all assets, equipment and utensils of TrueWin is properly documented and with inventory

Form Used: Asset Inventory Form

  1. The Asset Inventory of the TrueWin should be done monthly by the PM shift Supervisor and staff.

Pest Control Policy

  1. A scheduled pest control shall be done monthly in line with the monthly cleaning and maintenance procedure of the outlet.
  2. Light pest control such as spraying of insecticide can be done by the staff weekly to prevent growth of pest and insects.

 

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