MEROZ Cafe

HUMAN RESOURCE
MANUAL
2011

Overview Manpower structure & Reporting Hours Recruitment criteria & Job Description By designation Remuneration Package & Fringe Benefits New staff Training Resignation Termination Performance Appraisal Administrative Record Attachments

An Overview

The Proper management of employees is vital for any kind of business to succeed. Over staffing would incur additional on going cost to the business, whilst an under staffed operation will not be managed efficiently and will lead to poor customer service thus effecting the business growth in the long run. Therefore to ensure the success of a MEROZ Cafe it is important to recruit sufficient members of employees in order to have a smooth operation daily and provide good customers service. MEROZ Cafe is committed in providing the best quality food served by hospitable and efficient crew in a clean restaurant. This section will guide the operator in managing and retaining employees at an optimum level.

MAN POWER STRUCTURE & REPORTING HOURS 1.1 Premise size Determination of number of employees to be employed for the cafe/restaurant shall depend on customer flow as well as premise size. Typical MEROZ Cafe has a floor size ranging from _________ square feet.

1.2 Minimum manpower Requirement Manpower requirement may very from outlet based on its floors size, layout and projected/current sale volume. It is the mangers duty to employ sufficient crew to be stationed at the respective positions to ensure efficient operation. The table below serves as a guide to manpower requirement. Manpower structure guideline vs sale & premise size Restaurant size Position 1500sq ft Above 1 1500sq ft 1000sq ft 1000sq ft Below Above Below

Projected sale range

Manager

Assistant Manager Supervisor 1 1 1 1

Full time crew

10

Part time Crew

1.3 Business Hours Standard business hour for MEROZ Cafe is from 9.00am -11.00pm daily. Outlet may close with approval of the Management Office certain outlet may operate differently based on its location and target market. 1.4Sstaff reporting Hours In view of the business hours, employee are to work on shift. Shift hours should be set at no more than 8 hours per shift not including there Break Hours. All staff required to report to work at the restaurant at lest 30 minutes before their shift starts. As it will normally .take half an hour to set up the outlet ready for business in the morning, schedule the staff to report accordingly. It also takes half and hour to clean, clear and close the outlet at night after business hours, therefore schedule the shift properly. Example of shift hours as follow for business hours from 9am 11pm Morning shift 9.00am -5.00pm Afternoon Shift 3.00pm -11.00pm Middle Shift 12.00pm 8.00pm

The above is applicable only for FULL TIME STAFF. Part time staff on hourly wages shall report to work on time and day set by the restaurant Manager. 1.5 Staff Rest (Off) Day Every staff must be given an OFF DAY after every six continuous working days. Schedule the staff off day on day which are not busy. Restaurant Manger will prepare a weekly duty roster for all staff in the outlet, off-day will be determined by the Restaurant Manager Which staff to change their Off Day for the week, arrangement has to be made with another colleague for the change, The Restaurant Manager must be notified in advance for his approval. Restaurant Manger are advised NOT TO grant approval on Off day during Peak Period, usually over the weekends and Public Holidays

If the staffs normal off day fall on a Public Holiday when it is expected to be busy, the Manger may replace the off day to another day and schedule the staff to work on the Public Holiday.

1.6 Duty Roster Duty Roster must be planned in advance for the purpose of informing the staff of their reporting hours for the coming week or month. To avoid adding on the administrative work tasks, it is recommended for duty roster to be done up on regular basis as follows. Staff Duty Roster For restaurant with full time staff on monthly salary rate, duty roster may be planned on a monthly basis to reduce the administrative work load. Each staff is assigned with different shifts to support the complete Operating hours of the restaurant. Use the correct forms for the employees schedule. This arrangement is to ensure, when the outlet manger is back for duty, they can meet each other for handling over of incomplete work task and ensuring all works stations are covered. Part time staff is required during full time staffs off day only, however the above may not be applicable depending on part time staffs schedule and business requirements.

2. ATTRIBUTES OF A RESTAURANT EMPLOYEE 2.1 Personal There are certain attributes which all F&B services personnel should strive to attain. It is most important that the service employee create a good impression on the customers, and the following points will assist you in achieving this: 2.1.1 Personal Hygiene This is utmost important as the Restaurant employee is constantly food and working near the customers. Male employee should be clean- no moustaches or beards. Moustaches allowed for Manager only. For female, hair should also be well groomed and if long, ties up. No excessive make up or jewellery should be worn. Since coffee does give a bad breath, as well as usage of deodorant, particularly under armpits to avoid foul transpiration odorous. One should not sneeze, cough or blow his nose near food whether in preparation or service. Being clean and smart in appearance one the confidence.

2.1.2 Good Work Knowledge The restaurant employee must have complete knowledge of all the items on the menu and wine list in order to advise and offer suggestion to the customers. He must also know how to serve various types of drink in correct glasses and at the right temperatures. 2.1.3 Good Local Knowledge In the interest of the guest, the Restaurant employee must have good knowledge of the area in which he works so that he may be able to advise the guest on the various forms of entertainment afford. The best means of transport to place of interest and so on. This knowledge shows that the restaurant employee is doing his utmost to satisfy guest needs. 2.1.4 Punctuality Punctuality is important basic rule. If the employee is continually late for duty, it shows a lack of interest in his work and lack of respect for management and guest alike.

2.1.5 Personality Must be tactful, courteous, good humoured and of an event temper. He must converse with the customers in a pleasing and well-mannered way. The ability to smile even in difficult moments goes a long way to establish a positive image. 2.1.6 Positive Attitude Towards Guest The most appropriate approach to guest should be adopted. The employee must not be servile, but be able to anticipate the needs and wishes of his guest. A careful watch should be kept on the guest at all time without staring. Care should be taken when dealing with difficult guest. Never argue with any guest, as it will only aggravate the situation, instead refer all complaints to the restaurant manager or head of the restaurant. 2.1.7 Honesty This is most important rule for the employee in his dealing with both guest and management. If there is trust and respect in the restaurant EMPLOYEECUSTOMER-MANAGEMENT relationships, then an atmosphere, which encourages efficiency and good team sprit, will be created. 2.2 THE EMPLOYEE: MANAGEMENTS VIEW The employee obligations and loyalty must be with the department in which he is employee and its is management. Management view of a good employee consist of the following points: Impeccable at all time, especially in front of guest. The rules and regulations and procedures are followed and respect is shown to all members of the staff. 2.2.1 Punctuality The employee should report on duty a few minute before his shift is due to commence so that he may check his station, and have complete knowledge of any particular instructions for the shift. 2.2.2 Appearance The highest standards in appearance are maintained at all time. Good and neat first impression in the F&B service area go along way towards creating a favourable image to the guest and attracting further patronage. 2.2.3 Merchandising and Team Spirit Since appropriate presentation and merchandising of the foods and drink are extremely important, the restaurant employee must excrete great care in not

destroying the plating of a dish. The work of a skilled kitchen crew should not be spoilt by the incompetence of restaurant employee. 2.3 THE RESTAURANT SERVICE EMPLOYEE: COUSTOMERS VIEW To provide efficient services to the customers, the employee should be aware of any customers expectations of a good employee. 2.3.1 Customer Satisfaction The employee must see that the customers have all that they require and are completely satisfied. It is of great importance to anticipate customer needs. The employee is responsible for obtaining customers satisfaction within his area of work.

2.3.2 Menu Knowledge Any employee must have complete knowledge of the menu, the make-up of the different dishes and their garnishes, the correct covers, accompaniments, and services in order that may advice the customers on his choice. 2.3.3 Complaints The employee should never show displeasure even though time things may be difficult. He should never argue with customers, and in faced with complaints or possible complaints, he should refer immediately to a senior member of the team, who, because of his greater experience will be able to calm the customers and put right any faults. Remember any delay in dealing with complaints only makes the situation worse. 2.4 Conduct in the Restaurant When not serving, employee should stand by his station. This applies whether there are customers on his station or not. He must never lean against the wall or furniture. Employee must not converse, much less argue with other members and never with customers. Employee must never start a conversation with the customers. If possible should always address his customers by theirs names. Never discusses other customers with his customers and never give information regarding guest with his customers. Must discipline himself and never listen to the customers. Never eat on duty and this included chewing gum. Never used vulgar language in the restaurant. Should proud of his work and not treat it as an ordeal. Must always be in good humour, pleasing and obliging to the guest without being servile.

3. REMUNETATION PACKAGE / BENEFITS 3.1 Basic Salary MEROZ Cafe offers a competitive salary range for all its employees. Each employee shall receive a salary which commensurate there experience, skills, knowledge and position. Listed below is the salary range for the restaurant employee
Salary structure as at MIROZ Cafe

POSITION

BASIC SALARY

SERVICES CHARGE

MANAGER

SUPERVISOR

CASHER

DISPENSER

KITCHEN CREW

STEWARD

CENTRAL KITCHEN CREW

Note : Minimum service charge ........., the increase of the services charges is depending on the sale for each month.

All employees must be informed that remuneration packages offered is private and confidential and is not recommended to be disclosed with other colleagues.

3.2 Allowance / General Staff Benefits All staff are entitle with the food provided by the managements. Staff Discounts o MEROZ Cafe employees are entitled to staff privilege Price when dine in the Cafe. o A 10% discount from the menu selling price will given to all employees of MIROZ Cafe o The Staff Privilege Price is only applicable for non promotional items. o The staff Privilege Price will only be extended when, employee is part of the dining group, Employee dines in his actual place of work, family members of employees. Travelling /transport allowance. The business does not required any travelling for staff, therefore No fixed allowance for travelling is allocated. In the event staff is required to travel out from the outlet expenses, travelling can be reimbursed by distance travel if using own vehicle. o Motorcycle at ........per Km o Car at ........per km If travel by taxi, the reimbursement will be according to fare charge ( with supporting documents )

3.3 EPF/ SOCSO / INCOME TAX For Permanent Staff Only

Employment Provident Fund must be contributed as per standard scale set

by the Kumpulan Wang Simpanan Pekerja(KWSP) Malaysia/ Employee Provident Fun by government and monthly payment to be made in accordance to the rules and regulation set by local government requirement SOSCO must be contributed as per standard scale set by PERKESO and monthly payment to be made no later than 30th of the following month. All employees must submit their EA Forms to Lembaga Hasil Dalam Negeri on a yearly basis. The head office shall prepare the forms for each employee. To be reminded that non submission of payment for EPF, SOCSO and tax deduction is a serious offence.

Note: THIS SECTION HAS BEEN RECORDED AS PER THE MALAYSIAN GOVERNMENT REQUIREMENT, HOWEVER FOR INTERNATIONAL ________THE LOCAL GOVERNMENT STANDARD SHALL PREVAIL.

3.4 Annual Leave For permanent full time staff According to the Malaysian Employment act, all Employees upon confirmation and completion of 1 year service should be entitle to minimum 8 days Paid Annual Leave. Employee Annual Leave entitlement base on staff Designation and length of service with the company. The Table is as follows:
ANNUAL LEAVE ENTITLEMENT YEAR OF SERVICE 1-2 YEARS 2-5 YEARS MORE THAN 5 YEARS CREW 8 12 16 RESTAURANT MANAGER & SUPERVISOR 12 14 16

Only confirm Employees after 1 years service is entitled to apply Annual Leave.

3.5 Public Holiday Employee are entitled to minimum 10 Public Holiday s yearly compulsory holidays within Malaysian operation are as follows. New Year Day Hari Raya Puasa Hari Raya Haji Chinese New Year Deepavali Christmas Labour day National day State Holiday ( Federal Territory Day, Sultans Birthday / City Day ) Any holidays not listed will not be compensated if employee worked on those public Holiday. Staff required to work on any of the above listed public holiday will be compensated with 2 days pay in additional to daily pay Extended hours worked will be compensated as over time by 3 times of hourly pay.

3.6 Advance Leave For Permanents Staff Only Employees not entitle to annual Leave and should absent from work will be treated as Advance Leave taken. Management to attend to Advance Leave in the following manners. o To deduct from monthly salary calculated as salary / 31 days x Number of Advance leave taken. o To accumulate number of advance leave taken and to carry forward for deduction of Annual Leave. o In the event staff resigned within 1 year employment period, all advance leave taken will be deducted from balance salary of the staff. o All leave must be taken within the calendar year. 3.7 Emergency Leave For permanent staff only Emergency leave taken by staff will be deducted from balance Annual Leave or to be treated as Advance Leave 3.8 Medical Leave All confirmed employees who work with the company for minimum of 3 months are entitled to a paid medical leave supported with valid Medical Certificate. The Entitlement is as table shown;
MEDICAL LEAVE ENTITLEMENT YEARS OF SERVICE LESS THAN 2 YEARS 2 5 YEARS MORE THAN 5 YEARS ALL EMPLOYEES 14 DAYS 18 DAYS 22 AYS

Employees are advised to visit company panel doctors at the government polyclinics. An employee can only claim a maximum of RM35.00 for medical expenses per month. The company reserves the right to require staff to be examine by an independent doctors at its expense if deem necessary. Should the doctor certify that, the staff concern is fit to work, the medical leave is automatically ceased. Absence from work without valid MC will be treated as no pay leave taken. In the event a valid MC falls on a Public Holiday, staff not allowed to replaced Annual Leave on other date. Hospitalization leave is 60days in total per calendar year, inclusive of medical entitlement for the year.

3.9 Compassionate Leave Compassionate Leave is given to employees whose immediate family members pass away, list below are the entitlement.

LOCAL DEATH Father , Mother, Spouse and children. Sibling, grandparents and parent in low Sister in low Brother in low 8 2

OUTSTATION DEATH 2 3

All leave must be supported with the death certificate. 3.10 Maternity Leave All female employees who has worked with the company for at least four ( 4 ) months is entitled to 60days paid maternity leave. The compensation for the 60 days paid maternity leave is at basic pay only, other allowances are inclusive in this compensation scheme. Should the staff be certified by doctor that the health condition is deemed unfit for work at the end of the 60daysoff, her absence will be treated as normal paid medical leave. This maternity leave entitlement is only for the first five(5 ) children the employee has given birth to.

3.11Marriage Leave All employees shell be entitled to one time five ( 5 ) days continuous working day marriage leave with basic pay on their first legal marriage. 3.12 NO Pay Leave No pay leave may granted at the distraction of the managements, upon request through the Restaurant Manager. The request must support with valid reason by submitting appropriate leave from with detail of the reason.

4. RESIGNATION All employees must serve notice in writing as indicated in letter of appointment before resigning Resignation notice for different designation as tabled follow:
Supervisor 1 weeks Full Time Staff 1 week Part time Staff 24 hours notice

Position (s) Probation

Confirmed

1 month

1 month

1 week

To avoid complication in work flow and task reporting, its is advisable not to grant 24 hours notice even for staff under probation period EXCEPT for part time staff. Notice period should be calculated from date the resignation letter is received not form date of the resignation letter. Resignation in written manner must be given by hand to HQ.

4.1 Acceptance Of Resignation HQ will reply to the staff with acceptance of resignation and state last employment date. Staff is to inform HQ of its last working day in which the date is usually earlier than the last employment date due to clearance of annual leave, i.e.as follows: Last Employment Date 31 January Balance of unclaimed Annual Leave 5 Days Last working Day 26 January If Staff should opt not to clear its balance Annual Leave, Staff shall work until 31 January (last employment date) and balance Annual Leave will be paid together with final salary. Annual Leave to be paid as Basic Salary / 31 Days x Balance Annual Leave.

4.2 Handing Over Either Restaurant Manager must arrange for Handing over Process 3 days before Last Working Date Resigned Staff is required to hand over pending work tasks Return to HQ the following: All Uniform Restaurant Keys (if holding any) Access to Business Information Training Material (in good condition)

Returned Uniform must be in condition accepted before Deposit can be refunded with no interests, otherwise HQ reserves the right to deduct from deposit payment

5. TERMINATION NOTICE The management must provide termination notice in the letter of Appointment and it advisable for such notice to be the same as per those to be provided by Employees. Events of termination may be due to the following: Non Satisfaction of performance during probation period the Management is to inform Employees upon expiration of probation period of its intention not to continue with the employment with notice given; Employees need not be compensated in this event; Manpower Restructure due to downsizing the management may terminate an employment with notice given and to provide reason of termination, Employees must be compensated in manner set by the Labour Office of Indonesian or local government labour office. Misconduct or Breach of Employment Contract by Employees Usually the breach would be severe or repeatedly despite 3 written notices given; HQ may immediately; Suspension of work (maximum 2 weeks) on serious misconduct; to investigate the case; should the staff found guilty HQ may terminate the staff immediately with no payment for the Suspension period If the staff is found non guilty, reinstatement with full salary inclusive of the suspension period.

Termination Notice must be in written manner.

6. ANNUAL PERFORMANCE REVIEW The management must carry out Annual Performance Review with every Employee (except for Part Time Staff). It is advisable for Restaurant Manager to carry out the above for the rest of staffs whereas his own evaluation will be done by his immediate superior. Evaluation process is for purpose to review Employees performance in all areas of employment and conditional requirements; In order to establish understanding and to allow self-evaluation by employees; valuation form must be filled by both management and employees in which both forms are to be discussed concurrently; This is to allow Restaurant Manager to further understand Employees to be aware of management expectation. The management may after certain period of Annual Evaluation, conduct subsequent review and evaluation exercise to check on improvement of Employees.

6.1 Revising Remuneration Package Upon confirmation of employment or completion of annual evaluation exercise, it is to the discretion of the management whether salary will be revised or to add on additional benefits. Adjustment of salary depends on employment policies set by the management in which a fixed scale of adjusted amount is laid or to increase by % e current salary. Suggested salary adjustment by % from current salary can be within incremental of 4% - 10% depending on performance) In the event Promotion is granted, employees salary must be adjusted with added employment benefits subjects to nature of work assigned to. The management is not obligated to increase basic salary or to provide added benefits regardless whether it is a confirmation of employment or promotion. Refer to item no 1.8 and 1.9 in human resource policy manual for the above details terms and condition.

7. ADMINISTRATIVE DOCUMENTS 7.1 Interview Rating Form Gide line for interview rating standard. 7.2 Screening interview form Guide line for interview 7.3 Uniform Acceptance Form To be filled by employees upon receiving uniform. Deposit payment is usually deducted from 1st month salary. Refer detail procedures in human Resource Policy Manual. 7.4 Undertaking of Completion of training To be filled by employee upon completion of training acknowledging its complete understanding over training provided or with an option to request for further training. 7.5 Punch card To record on working hours and also to be used as references to calculating overtime claim. 7.6 Annual Leave Application form To be used for application of annual leave 7.7 Annual Leave Record Annual Leave record Kept in Management Office. 7.8 Medical Leave record Annual Record kept by Management Office with attachment of copy of medical certificate 7.9 Store Manager evaluations report For Manager performances review used upon probation period or / and annual evaluation. 7.10 Employee Performance Evaluation For performance review used upon probation period or/and annual evaluation.

ATTACHMENT Manager Monthly Schedule Duty Schedule / Manager Reports Employment application Form Letter Of Appointment General Outlet Manager / Assistant Outlet Manager Undertaking Letter Of account Opening Review Of salary Letter of Promotion Warning latter Letter of Extension of Probation Letter of Employment Termination Letter Of Employment of Confirmation Letter of acceptance of Resignation Uniform Acceptance Form Training Completion Undertaking Letter Punch card Annual Leave application Form Medical Leave application form Employment Record Form Employee Performance Review Form Staff Performance Check List.