Code of Conducts for Restaurant Services

WORK ETHICS & CODE OF CONDUCTS

A GUIDELINE FOR RESTAURANT SERVICES

Written and sourced by:

DZAMIRI BIN JAHAYA

Email: dzamiri@yahoo.com

Written for:

DHI IDEAS SDN. BHD.

(DHI Group of Companies)
2-177, Plaza Idaman, Medan Idaman Gombak, 53300 Kuala Lumpur W.P. Office Telephone: 03-4010.1525

1st November 2013

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Code of Conducts for Restaurant Services

WORK ETHICS, CODE OF CONDUCTS AND GUIDELINES FOR RESTAURANT SERVICES 1.0 2.0 3.0 4.0 5.0 6.0 Introduction to Restaurant Services Restaurant Management Operations Guidelines Ethical Code (Work Ethics) for Restaurant Operations Opening Guidelines or Before Starting the Business Operation During Business Hours or Operation Hours Guidelines Closing Guidelines or After Operation

1.0

INTRODUCTION TO RESTAURANT SERVICES

1.1 The restaurant business is one of the most important service industries in many countries, including Malaysia. The growth in the number of restaurants is always in line with the development of economic growth. Regulatory efforts and monitoring of the industry with the establishment of the onset and offset procedures and services will able to efficiently and effectively work this industry further. 1.2. The implementation of these work ethics, code of conducts and guidelines for restaurant services, is intended to help us as the restaurant operators to comply with the procedures and criteria for services that should be followed in order to produce (1) quality, (2) ethical, (3) disciplined, (4) clean, (5) safe and (6) honest work environment. The restaurant operators will include the operations staffs, workers or employees and supervisor, superior, or manager and the employer(s). 1.3 It is hoped that these minimal guidelines, work etiquettes and code of necessary conducts will be fully utilized by the entrepreneurs so that this industry will grow and advance, as well as a being a competent and an organized industry in line with our four (4) main objectives of the guidelines and code of ethics, namely:i. To install a minimal set of Standard Operating Procedures (SOP) to the restaurant operators and to their fellow workers inside the restaurant services industry. ii. To promote the growth and development of the restaurant industry operations management and ethical discipline. iii. To prohibit such unnecessary conduct and needless procedures in line with the restaurant services that can be harmful to customers health and safety. iii. To improve the quality of restaurant services to existing clients, customers and other potential consumers.

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Code of Conducts for Restaurant Services

1.4 These guidelines are issued to complement the existing guidelines issued by any other Government Agency and relevant local authorities, like Dewan Bandaraya Kuala Lumpur and other local councils (i.e. Majlis Daerah Gombak, Bomba, etc.).

2.0

RESTAURANT MANAGEMENT OPERATIONS GUIDELINES

2.1 These guidelines are issued to determine the operational work in the field of restaurant operation, supervision and management that deal directly with everyday customers. These guidelines are sometimes referred to as working procedures, work ethics and code of necessary conducts. 2.2 In order to improve the service quality of the management operations, restaurant industry has to be an industry that maintain disciplined, clean and safe environment, and, at the same time promoting and improving the cleanliness, health and safety aspects among Malaysians. Thus, the following guidelines provisions and must be complied by the staff operators of the restaurant. 2.3 Staff operators of the restaurant should observe the following:-

i. Opening Guidelines or guidelines prior to operating the restaurant. This is before starting of the business operation. ii. Guidelines during the business operation started until closing or while operating the business operation hours. iii. Closing Guidelines or guidelines after the business operation ends at the restaurant.

2.4 In implementing the above guidelines, restaurant and staff operators should first provide the following requirements: i. A clean and safe environment. Cleanliness is the vital aspect of our growth and safety is the vital aspect of our customers. First Aid Box and Fire extinguishers must be ready inside restaurant premise at all times. ii. Usage of appropriate, clean and safe cutleries, utensils, equipments and machines.

iii. Restaurant staffs like chefs, cooks, cashiers, waiters and waitresses or servers, kitchen helpers, dishwashers and general workers, must at all times be clean, skillful, competent, disciplined, polite, honest, trustworthy, friendly and smiley. iv. Smile is the most important aspect of business attraction beside courtesy.

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Code of Conducts for Restaurant Services

v. To use the best possible approach or the best alternative solution during staff crisis, customer crisis or any probable invitation to crisis. Crisis is a potential threat to the growth of the restaurant.

3.0 3.1

ETHICAL CODE (WORK ETHICS) FOR RESTAURANT OPERATIONS Staff operators shall comply with the restaurant code of ethics as follows:-

i. Food Safety and Quality - To plan and to provide services diligently accordingly to normal industry standard of food preparation procedures, including serving quality food and beverages which guarantee health and good benefit to customers. The food term used inside this guideline is inclusive of raw food materials and raw beverages items. ii. Hygiene To ensure equipments and ingredients for food from a clean source and level of hygiene during the performance of services is in a good and safe condition. The term safe is also means that the food is not yet expired. iii. Professionalism To increase knowledge, skills and competencies in the operation of restaurants, including giving equal treatment to every customer inside the restaurant. iv. Honesty To implement an honest restaurant service under any circumstances, from the interaction with customers, toward the preparation of food, services and available menu pricing. v. Compliance To comply with all guidelines, regulations and laws set forth by any related Government Agency and Local Authorities. vi. Environmental Care To be committed to maintain a clean food preparation, equipment and utensils, premises and environment for the purposes of fellow workers and customers health and to care towards the environment sanitation.

4.0

OPENING GUIDELINES /BEFORE STARTING THE BUSINESS OPERATION

4.1 Prepare and equip yourself with the basics before starting the task (i.e. wearing uniform (if any), shoes, well groomed and neat appearance). 4.2 Report on time for duty as instructed by the Manager / Supervisor and to make use of the punch card machine, if any. 4.3 Ensure that clothing or uniform (if any) are used in a clean and tidy condition. Do not use thorn, smelly or dirty shirts, pants, clothes, or uniform at any times.
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Code of Conducts for Restaurant Services

4.4 4.5

Checking the duty rooster or assignments for the day before start working. Mandatory assignments to implement are such:-

i. Clearing and cleaning of the business premises. This will include sweeping the floors, cleaning and clearing the garbage disposal bins and the men/women toilets area. ii. The premise clearing and cleaning will also include outside area or the business frontage area and the kitchen back area. ii. Align the order of the tables and chairs towards customer convenience. Not to place tables and chairs outside the business premise except with permission from the authorities and/or other legal parties or entities. iii. Ensure that tables and chairs are in good condition, clean and comfortable to use. Do not use broken chairs and table as this will endanger the safety of the customers. iv. Ensure that serving equipment and appliances such as tissue, serving fork and spoon, other cutleries and takeaway plastics, if any, are prepared in order and in a good, usable, and clean condition. v. Inspect and separate other serving equipments (plates, forks, spoons, saucers, bowls, cups, glasses, stainless steel items, scoops, tongs, containers and such) that have been damaged, cracked, broken or dirty. vi. Ensure food and beverage containers are kept clean at all times and stacked neatly.

vii. Ensure that every table is arranged with serving tools, equipments and necessary cutleries (like serving fork & spoons, plates, tissues, tooth picks and such). viii. ix. Ensure that each assignment is completed before the business operation is opened. Ensure the presence and absence of your colleague or other fellow workers.

5. 5.1

OPERATION HOURS GUIDELINES / DURING BUSINESS HOURS Service to the customer:-

i. Give a smile while greeting customers and ensure adequate table require for the number of attendees. Use nice greeting words like hello, apa khabar, selamat datang, or how are you today? to initiate a welcoming communication with customers. ii. Always be polite and looked towards customers eye while taking orders. Do not lean or seat on the table or write messages on the table.
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Code of Conducts for Restaurant Services

iii. Know all available menu (what is available and what is not), including daily specials menu (if any) in order to help customers make a decision to order food. iv. Repeat customers order, to ensure that all orders are taken justly, before bringing the said order towards the kitchen cooking or chef or beverage section. v. Always communicate well (listen first before you speak) and while speaking, speak softly but firmly, make eye contact, and listen carefully to what is said by the customer. vi. Avoid a fairly long conversation in a customers table as this will affect other customers feeling. vii. Always be helpful and needful to meet customers need. Stay alert at all times.

viii. Be opened to suggestions or complaints calmly. Do not show anger in front of customers. ix. x. xi. xii. Always focused and be responsive to customer order or assignments. Avoid shouting to other colleague as well when doing the order. Always be ready to ensure that customer needs are met promptly or on time. Ensure and get ready for peak hours period, this will require speed and efficiency.

xiii. Do not be in a state of relaxation, by leaning against a wall or sit watching or do too much talking among fellow workers, but always make sure the table and the premise is always clean and responsive to customer desires. xiv. Say thank you or come again or terima kasih or sila datang lagi when the customer is leaving or ready to leave the restaurant. Find something beneficial to do whenever you free (i.e. clean table once customer is gone). 5.2 i. ii. Serving children and people with special abilities or disabilities (PWDs):Be patient when treating children and disable customers. Avoid placing sharp cutlery and hot dishes near a small child/children.

iii. If the child is disturbing other customers, tell his/her parents/guardians on their children's behavior. Avoid shouting to children who do not behave well. iv. Avoid touching the head or body of a child without the consent of parent/ guardian.

v. Avoid giving other kinds of food (like candy) or drink to a child without the consent of this/her parent or guardian.
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vi.

Give priority to disabled customers and older citizen.

vii. For disabled persons who carry sticks, wheel chair or other equipment, make sure that the stuff and equipment are placed at appropriate location so as not to hinder the movement of other customers. 5.3 Prohibition of bringing pets:-

i. Politely tell customers about management policy on prohibiting pets brought into the premise. Do not yell, or angrily shove your customer away. ii. If customers are not satisfied, notify your supervisor or manager. Supervisor or manager shall hear customers complaints first, prior to explaining more about the restaurant pet policy. iii. 5.4 Appreciate and thank customers for their understanding on restaurant pet policies. Sending and serving food:-

i. Make sure your fingers are not in contact with or touching the food / beverage or food container surface / drinks on the table when serving customers. ii. iii. Hold cutlery (spoons, forks, knives, etc.) surface with a clean tissue. Do brisk walking but not running. Safety must always come first.

iv. Ensure that meals are served out carefully to the customer table. Do not bring so many dishes at one time. v. Safety should be paramount when carrying hot dishes - other meals are not brought together, so as to avoid accident. Always ensure your safety and customers. vi. Always be careful when entering the kitchen to avoid any collision. Again, safety must come first. vii. Always keep yourself clean while working. Each time after coming out of the toilet, ensure hands should be washed up with soap, then dry and clean your clothes before returning to work. viii. Kitchen premise can only be entered by the staff on duty only. Do not enter cashiers area without permission or play with the cash register machines. Do not attempt to open the storage area without supervisors knowing what you want to take. Any losses of storage items will be the responsibility of the entre.

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Code of Conducts for Restaurant Services

ix. Always ensure customer comfort by lifting the plates that were not used and food refuse from their table. Yet, always be polite when asking for permission to lift plates or utensils which are not used anymore. x. Always ensure that table/eating places are always cleaned before the other customers sit on the same the table. Do not throw food scraps on the floor. Collect and throw garbage or food refuse to the appropriate garbage bins. Always collect cigarette buts, dirty items, used tissues and other material items on the floor and throw them inside the garbage bin or plastic bags. 5.5 Slow Serving:

i. When serving is slow, usually during peak hours, always monitor and check order with the chef or kitchen staffs assigned whether the food is prepared and ready for serving. ii. Staff operator should inform the manager if there is a delayed order. Manager will notify the customer facing the situations. iii. If a meal ordered by the customer fails to be provided, check with the customer whether to cancel the order or to choose a different menu item. 5.6 Customer shirts soiled with food or drink by negligent employee

i. Immediately ask for an apology or ask the supervisor or a manager to apologize towards customers. ii. Avoid clean customers clothes before getting customers permission.

iii. Avoid contact with the customer to inspect the body of impurities without the customers consent. iv. Offer to wash clothes free for customers. Be responsible towards your own mistake and take pride to mend the situation. v. The manager or supervisor should avoid reprimand employees offense in front of customers on bad behavior or wrong work ethics or unnecessary and negligent conduct. 5.7 Customer disruptive to other women customers or lady staffs:

i. Staff operators or worker or employee should stay away from this type of customer immediately with a justifiable reason. ii. Other staff operators/workers/employees are required to report disruptive or disturbing behavior immediately to the manager so that appropriate action can be taken.

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Code of Conducts for Restaurant Services

5.8

Accepting payment:

i. Ensure that customers received payments and bills (if any) and the returning balance is in the correct amount. Do not forget to say thank you or terima kasih after showing the receipt or returning the amount balance. ii. If a customer leaves premises without making payment, the staff operators must immediately remind the said customers discreetly without attracting the attention of the other customers. Refrain from doing any act that could embarrass customers in public. iii. If few customers leave some tokens for your service tips, be thankful always towards them. 5.9 Customer damaging equipment or cutlery:

i. If an equipment or cutlery damaged during the negligent use by the customer, first and foremost, make sure that customer is not injured before examining the damaged equipment or cutlery. If the customer is injured, get immediate remedy or medicine from the standby First Aid Box or advised a close by clinic. ii. Clear the table or the floor if there is broken glass or other impurities as a result of the damage. iii. If the equipment is damaged negligently, whether it is expensive cutlery, staff operators are encouraged not to claim any damages from the customer. iv. If the damaged equipment or cutlery is too expensive, staff operators should report it immediately to the supervisor or manager-in-charge so that appropriate decisions can be made. v. Avoid embarrassing the customer in public while discussing the issue of damages with customers. Discuss the issues discreetly at a suitable location. vi. Separate the claim payment for the damaged equipment or cutlery from the meals payment or menu billings. vii. If the customer purposely or voluntarily damage items inside the restaurant, then staff operators should inform such behavior and action to their superior or manager. 5.10 Staff Appearance:i. Staffs or employees are responsible for ensuring their personal grooming and neatness of dress and hygiene and personal cleanliness at all times. This includes ensuring a refreshing body odor and scrubbed clothes or ironing of clothing.

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Code of Conducts for Restaurant Services

ii. Hair must be combed neatly and tidy. Long hairs should be tied neatly or put inside hat, cap, net or veil. iii. iv. Ensure clean and short nails. Preferably trim your moustache and also nose hairs. Do not wear perfume in hand because it can pick up odors in glass equipment.

v. Do not wear a lot of accessories like bracelets, dangle chains, rings and long earrings. vi. Wear closed shoes that could established appropriate movement to facilitate walking and working and to avoid any mishap. vii. Do not eat, drink, chew gum or smoke while working. Take 5 if you want to smoke at a discreet location or smoking area. viii. ix. Order notebook and pen must always be inside the pockets of servers. The term staff is also refers to fellow worker, worker, employee or staff operator.

5.11 Cleanliness is always the No.1 priority:i. Ensure that every aspect of safety and hygiene preferences is followed according to established procedures (always get update from Kementerian Kesihatan website). ii. Hands should be washed with soap and wiped dry after the following conditions: After coming out from the toilet/restroom. After smoking. After holding and counting money. After holding raw material like raw fish, meat, etc. After holding face, hair or rubbing skin. After sneezing, coughing and nose blowing. iii. Waste handling and waste management disposal: Ensure garbage and food refused is incorporated into plastic waste/garbage bags. Closed garbage bins with proper lids. Plastic garbage bag must be tied or sealed. Make sure the garbage bag is put inside the garbage bin and not outside the bin.
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Code of Conducts for Restaurant Services

Always make sure the trash and surrounding area are cleaned and odorless. If the garbage bin and area is smelly, wash the bin/area with soap and water. Ensure that there is always a supply of waste plastic or garbage bags. Separate the dry garbage and wet garbage properly. Ensure that all rubbish is put inside dumper or at the trash dumping area only. iv. Prevent insects and animals: Use any suitable means to repel insects that affect the food safety and cleanliness. Do not feed stray animals (like cats/dogs/etc.) inside the restaurant premise. Ensure that the premises are kept clean to prevent flies, mice and so on. Have pesticide controls on weekly or monthly basis. Use poison for rats, cockroaches, flies and other unnecessary insects. 5.12 Avoiding contamination of food: i. ii. iii. iv. v. Separate cutting/chopping boards for raw materials and for cooked food. Wash knives and cutting boards thoroughly to avoid bacteria. Do not mix food waste with fresh food. Keep perishable raw materials where appropriate to enhance the food quality. Stored food should be covered and labeled with the date.

5.13 Avoiding injury: i. Be careful when serving food or using equipment that could injure customers: Provide a necessary warning to customers about a hot meal or drink. Give full attention when using or carry sharp tools such as knives and skewers. Bring fragile (easily broken) equipment and dishes carefully. ii. iii. iv. Give full attention when customers are near while you are holding hot equipment. Leave the hot equipment to cool down first before washing. Use aprons, gloves and boots wherever and whenever necessary.
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6. 6.1 6.2 6.3 6.4 6.5 6.6 6.7 6.8 6.9 6.10 6.11 6.12 6.13 6.14 6.15 6.16 6.17 6.18 6.19 6.20 6.21

CLOSING GUIDELINES /AFTER OPERATION Wipe and clean the whole table including table legs. Sort the table order in line again before closing business. Clean the chair/seat - the back seat and chair legs. Clean the premise and ensure all waste is disposed of properly. Do not leave food refuse or garbage in open because rats/cockroaches will come. Do not leave serving plate, saucer, fork, spoon, drink cups and glasses on table. Ensure food and beverage containers are stored neatly and stacked in order. Ensure all cooking gas, stove, and other electrical items are shut down properly. Ensure airconds, lamps and fans are switch off before closing shutter/grill. Ensure all drawers, cabinets and cash register are locked in safe place. Ensure all windows, doors, grill, and shutters are properly locked and shut. Ensure that kitchen area and front area are clean before leaving the premise. Ensure all keys are attached with you. Do not leave any key behind. Ensure the above tasks are completed before closing the restaurant. Start the 'check -out' procedure by using the restaurant closing checklist, if any. Record the end time work or punch out your time card on the punch machine slot. Go home and have a good rest because tomorrow you are going to work again. Do not bring your personal problem to the work place the next day. Discuss any issues or dissatisfaction with your superior or manager in charge. Leave bad memories behind, and bring only good memories home with you. Be happy while working and enjoy your day while you can.

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