Zafran Restaurant

Quality is a Habit
Restaurant Training Manual
Contents
WELCOME NOTE.....................................................................................................................................
Vision, Mission and Values..........................................................................................................................
Our Service Principles.................................................................................................................................
Art of Communication................................................................................................................................
Listening.......................................................................................................................................................
Rules of Listening........................................................................................................................................
Professional Behavior..................................................................................................................................
Who is Guest?..............................................................................................................................................
Handling Guest Complaints.......................................................................................................................
Safety and HACCP......................................................................................................................................
Causes of Accidents.....................................................................................................................................
Fire Protection and Fire Evacuation..........................................................................................................
Hygiene.........................................................................................................................................................
Hand Washing..............................................................................................................................................
Table Cleaning Procedures.........................................................................................................................
Breathe, Face & Body Odor.......................................................................................................................
Kids’ Corner.................................................................................................................................................
Grooming Standards...................................................................................................................................
Dress Code....................................................................................................................................................
Telephone Etiquette.....................................................................................................................................
Sequence of Service.....................................................................................................................................
Table Service Standards..............................................................................................................................
PRODUCT KNOWLEDGE.......................................................................................................................
Training........................................................................................................................................................
Training FOH...............................................................................................................................................
Training BOH...............................................................................................................................................
Suggestive Selling.........................................................................................................................................
Upselling.......................................................................................................................................................
 Zafran Restaurant
Quality is a Habit
Restaurant Training Manual
Cross selling..................................................................................................................................................
General Role of all team members.............................................................................................................
Grab and Go standards...............................................................................................................................
Vocabulary....................................................................................................................................................
Cash Handling..............................................................................................................................................
Don’ts and Do’s............................................................................................................................................
Municipality Health Checks and Cards....................................................................................................
Food Hygiene Certificates...........................................................................................................................
Job Handover...............................................................................................................................................
Tips Procedures (For Zafran).....................................................................................................................
Time & Attendance Procedures..................................................................................................................
Team Members Lockers..............................................................................................................................
Key Performances Indicators (KPI)..........................................................................................................
Quality Management...................................................................................................................................
Guests Comments Card..............................................................................................................................
Social Media Reviews..................................................................................................................................
Internal Audits and Spot checks.................................................................................................................
External Audits............................................................................................................................................
Food Safety...................................................................................................................................................
Food Handling and Preparation.................................................................................................................
Cross-Contamination..................................................................................................................................
Cleaning and Disinfection...........................................................................................................................
Cleaning Chemicals:....................................................................................................................................
Cleaning Schedule:......................................................................................................................................
Cloths/Wiping towels:.................................................................................................................................
Food Safety in Management Level.............................................................................................................
Daily Records in Food Safety.....................................................................................................................
Service Hygiene Standards.........................................................................................................................
Responding To a Physical Hazard Found in Food....................................................................................
 Zafran Restaurant
Quality is a Habit
Restaurant Training Manual
Tasting Of Food and Beverage...................................................................................................................
Food and Beverage Time Sheet..................................................................................................................
Restaurant Operations Rules & Regulations............................................................................................
FOOD AND BEVERAGE OFFERING.....................................................................................................
Policy of requesting or offering a new menu item................................................................................
Policy of removing a menu item.............................................................................................................
Recipe development.................................................................................................................................
Recipe costing...........................................................................................................................................
Pricing strategy........................................................................................................................................
F&B items description.............................................................................................................................
Menu engineering....................................................................................................................................
Menu engineering matrix............................................................................................................................
Menu Engineering Action Plan..................................................................................................................
Menu engineering corrective actions.........................................................................................................