Professional Documents
Culture Documents
Sop - 1
Sop - 1
Administration.
1. Front Office & Guest Relation
1. Compliance Authority: Front Office Representative
2. Guidelines:
Front Office Representative should be dressed neatly and tidily as it’s the first look of the
Office. He/She should follow the dress code strictly.
Front Office Representative should be always seated at her desk and in his /her absence; it
should be handed over to the responsible person.
While transferring the calls to the Top Management, He/she should seek the concerned
person’s permission first and than take necessary action on the same.
While transferring the calls for others, it should be transferred on their extension only.
Front Office Representative should give Official nos or email ids of the concerned person
only after comprehensive verification.
The front office is in charge to welcome the guest along with the respective depts. Once the
Security check is done
Once the guest/ visitor are at the reception, the concerned person should be called in or
contacted by any available mode.
If the Visitor has come to collect Cheque/ document, he/she should be handed over the
same after confirming the identity to remove loopholes if the same is deposited with the
Front Desk.
If the Visitor has come to collect Cheque/ document, the concerned person should be
informed and simultaneously he/she should be told after speaking with the concerned
person and should not be made to seat beyond 30 mins.
If the visitor/guest is asked to wait, he/she should be offered refresher at the reception or if
they have come for a specific reason they should be made seated at the conference room
and should be offered refresher.
For specific guest/visitors prearrangements like food, refreshers & necessary stationary
along with the welcome board should be ready prior to 1 day of their arrival after the details
are circulated and well informed
Every Visitor/ Guest should be escorted well by the known people in the company premise,
if at any point of time he is seen wandering in the campus the Front office shall be
responsible for the same.
No Visitor/Guest should be allowed to take any document from the company premise with
out proper check.
No Visitor/Guest should be made seated for more than 30 mins if the concerned person is
not available or busy.
After the Office hours, the front office executive should ensure that the board line is
diverted to Security desk (*900) & Before the start of office it should be diverted back to the
board line using the same no.
After Office hours, the front office executive should ensure that all the office related material
is locked and kept inside the respective drawers.
At any given time if any un-expected incident takes place at the Reception, he/she should
report it to the management.
Front Office Representative should take care of the crank call to safeguard the company’s
security. name
2. Courier Process
1. Compliance Authority: Front Office Incharge / Commercial Executive
2. Guidelines:
Courier facility is meant for the employees at XYZ COMPANY - India.
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Apart from HO, the responsibility of receiving & handing over the courier lies with
Commercial Executive.
Courier service is meant for only official purpose.
Courier facility should be tied up with such an organization, which has presence across
India and Globe if required.
The courier company should not be changed or should be hired afresh without prior
intimation or notice to the management
The courier submission should not be later than 4:00 at the front office with proper address.
In only certain cases the courier shall be accepted after 4:00, deciding on the criticality
of the situation
Responsibility of handing over the Courier with proper information to the tied up agency
shall only lie with Front office executive.
Responsibility of receiving & handing over the received courier to the concerned person/s
shall only lie with front office executive.
Any employee handing over the Courier shall give with all required information on it with
finely pasted across.
An employee who wants to send the official courier shall only send it using the XYZ
COMPANY’s envelope.
The details of the courier shall be entered by the front office executive in the courier
register which is maintained by her/him at the reception and as a proof of delivery, the
Docket slip should be handed over to the concerned employee after cross verifying it from
the concerned agency
The courier, which comes from security desk to the Reception, needs to be collected after
through verification as entered by the Security desk.
The courier coming from the security desk should not be in any form of goods as goods
related courier should be dealt separately with the production team.
If there is a mismatch in the no. of courier coming to the reception through security, it
should be brought to the notice immediately to the Reporting Manager and should make
the remark in security’s courier Register.
If the Courier received directly at the reception is not in his original shape, it should be
brought to the immediate notice of the Reporting Manager & to the concerned agency.
Before accepting the courier, the front office executive should make sure that only those
items are allowed which has bare minimum risk, or whose insurance can be claimed if lost
or damaged as per the agreement.
If the Courier in transit is damaged, lost/misplaced or does not reach the destination in its
original shape, the front office executive should look into it and get it sorted out with the tied
up agency as the courier handed over was in the original shape.
All the above point is also applicable to the commercial executive as well.
3. Cafeteria
1. Compliance Authority: AM - HR & Admin
2. Guidelines:
The HR is responsible for choosing the cafeteria based on the poll view of the employees.
The HR should be actively involved in deciding on the rates and menu for daily consumption
as per the budget allocated by the management
The HR should everyday sign the register with remarks of daily consumption and any other
specific remarks if any.
The HR should be actively involved in the Hygiene factors including cleanliness of the dining
space for the employees.
The menu items should be called in accordance to the taste and culture of the employees.
No Items should be added/deleted without the authority of the concerned person, who is in
charge of the overall cafeteria
No item should be called off extra, without the knowledge of the concerned person.
No Additional Item apart from consistent menu should be billed to company without the
approval of the concerned authority.
For the employees who are observing fast( religious by nature) should be allowed to have
food of their choice and that should be billed to the company, but the maximum of 2 times
such food can be called.
The HR should actively check the consumption nad waste and make sure the food is ordered
that way.
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The HR should sign the register and keep a check that the food called is sufficient and upto
the mark.
At the prior Intimation, the frontoffice executive should call the extra plates (food quantity) for
break fast & lunch.
All the preliminary arrangement like making sure the food is arrived on time, the extra plates
to be called and last minute additions, if we have guest should be taken care by the front
office executive.
Before clearing the billing and sending it over to Finance team, the HR should verify and
authorize the same.
At any point of time, if the quality of food is inconsistent repeatedly, with the proper
authorization and process the cafeteria’s contract should be re-looked.
4. Garden
1. Compliance Authority: AM – HR admin
2. Guidelines:
In the entire process 4 people are involved in the maintenance of garden and the
surrounding area. The people consist of 2 gardeners for overall garden maintenance,
1 housekeeper for making sure no waste is lying in the garden space and 1 HR
to make sure that the garden is neat and tidy.
The Housekeeping team who looks after the cleaning the garden is responsible for
cleanliness along with the gardeners
The Security makes an everyday entry of the Gardner’s and inform the same to the HR
about their presence
The entire responsibility of shredding the grass and making it look neat & tidy is
gardener’s responsibility.
The responsibility of adding required amount of plant nutrition, soil and fertilizers is with
the gardeners.
If at any given point, the concerned person finds that the Garden is not in a good shape, the
matter should be brought in the notice of the authority for immediate actions.
At no point, in between the gardeners should not demand the gardening instruments or soil
as agreed in the AMC.
8. Cab Facility
1. Compliance Authority: AM – HR & Admin & GM Commercials
2. Guidelines:
The facility of CAB is for the Employees of XYZ COMPANY – India
The facility has been outsourced to the third party and they are responsible for the Pick &
Drop of our employees.
The Car that is used for this purpose is non-AC cars, which can carry until 10 employees at
a stretch for the same route.
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The facility given by the company is for the comfort level and smooth journey of our
employees.
This facility is free of cost for the employees.
The CAB can be given to the Employees for their official use during work hours and after
working hours including Sunday.
Any employee while taking the CAB should inform at the reception and than make a move
ahead.
The CAB is strictly to be used for the official purpose only.
The stoppages are already decided by the CAB driver and it cannot be changed as per the
will of the employee as by doing so it may be of inconvenience to others in the CAB.
While pick & drop the employee should not make the CAB wait at a different stoppage for
his/her personal needs
If such incidences occur, the cab driver should report this immediately to his reportee at
company and get such incidences to their notice.
The CAB drivers are also not allowed to have stoppages apart from pick and drop.
The Cab drivers or employees are not allowed to ask anyone else apart from employees on
their way back or vice versa.
The cab drivers should not ask for any extra money to the employees if they have to pick or
drop them apart from their normal stoppage.
The cab drivers or employees should not be allowed to take any stranger on their way back
or vice versa in lieu of Money
The cab driver at no point should drive rash and risk the life of others. If such incidences
happen, it should be brought to the immediate notice of the higher authority.
If at any point of time the employee finds the driver misbehaving, then it should be
immediately reported to the higher authority
During office hours, the employees are allowed to use the CAB for the official visit only and
the same should be informed to the HR before taking the CAB out of premise.
If the Employee is using the CAB for personal usage, the similar amount should be
recovered from the employee itself.
If the cab driver is made to wait for more than 3 days a week for more than 10 mins for a
small reason, the concerned employee should be given the warning and asked to be on
time and if the situation persists, it should be brought to higher authority’s notice and vice
versa.
After the Office Hours, the CAB should not be made to wait for more than 30 mins.
Below mentioned over time rates are applicable to the Office Drivers
Overtime: Overtime will be applicable only after completion of 1 hour after working hours as under
Pune:
Overtime @ the rate of Rs.40. per hour
Meal allowance at Rs.35.
Meal allowance of Rs.65 additional for the working hours extending more than 15 hours i.e.
after 10.15 PM
Sunday / Holiday:
Half Day - Half-day salary + Meal allowance Rs. 35.
Full Day - Full day salary + Meal allowance Rs. 75.
Petrol allowance at 2.25 per K/m additional.
Out Station Duties:
On Holiday/Sunday - Full Day salary + Meal allowance Rs. 150.
On Working days - Meal allowance Rs. 150 only.
Only Pick up / Drop at Mumbai Airport:
On Working days – Overtime @ Rs. 40 + Meal allowance Rs. 100.
On Holiday/Sunday - Full Day salary + Meal allowance Rs. 150.
Outstation Stay:
Overtime @ the rate of Rs.40 upto the time of driving
Meal allowance at Rs.150.
Room Rent upto Rs. 500 only.
Below mentioned over time rates are applicable to the Office Assistant
Overtime: Overtime will be applicable only after completion of 1 hour after working hours as under
Pune:
Overtime @ the rate of Rs.25. per hour
Meal allowance at Rs.35.
Meal allowance of Rs.65 additional for the working hours extending more than 15 hours i.e.
after 10.15 PM
Sunday / Holiday:
Half Day - Half day salary + Meal allowance Rs. 35.
Full Day - Full day salary + Meal allowance Rs. 75.
Petrol allowance at 2.25 per K/m additional.
Out Station Duties:
On Holiday/Sunday - Full Day salary + Meal allowance Rs. 150.
On Working days - Meal allowance Rs. 150 only.
Company Security.
1) Compliance Authority: AM – HR & Admin & GM - Commercials
2) Guidelines:
1. General rules
The security at XYZ COMPANY is the third party vendor
The Security consists of 3 people in all i.e. 1 supervisor and 2 guards. The no of people are
same in 3 shifts.
The supervisors are fixed and they should know how to read, write in English and the resident
language( Marathi)
They should be trained by their security official in such a way that they perform normal tasks
and activities without any flow.
At no point of time, the supervisor or guards should be seen without a proper uniform.
No security in charge or guards should leave their table without proper approval of the
concerned person in the company.
No security should indulge in any kind of activities that are inhuman in nature else, the
company holds the right to terminate that security without any intimation.
No security should involve in any kind of fights or arguments with any employee or any visitor.
2.Attendance
No guards including the supervisor should leave the premise unless availed permission.
As per the security terms, the vigilance in charge should visit the premise during night hours
and make his remarks for the same.
The Guards will have to maintain the attendance logbook to confirm their In & Out time.
The Supervisor will also have to update if any replacements coming in for the particular no of
days along with reason.
The Area Supervisor will have to come an visit the premise everyday for routine check
3.Registers
The security Incharge maintains their own register of attendance and handover which talks
about the duties handover & their observations during their stay.
The security in charge is responsible for making a daily entry in the Employee Vehicle Register,
which notes their In & Out time
The security is in charge of maintaining the Courier Register for Documents & Goods
If the courier contains Documents or goods related to stationary than it goes to front office desk
after making the entry in the register At Reception, the front office cross verifies the documents
handed over by the security guard and signs in the register and than only asks him to leave.
The security in charge maintains Inward & Outward Register. In the Inward Register they
register the details of goods going which are coming in the premise and in the Outward
Register they make an entry for the goods which go out of this premise. This registers also
captures details of goods. For all kinds of material, depending upon the entry the Security
Guard or Supervisor is responsible for stamping the document and send it to the Reception for
further Moves
If the Goods are related to Production, it should be sent to the concerned person after making
the entry in the register and bill and accordingly should be stamped.
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The security in charge maintains Housekeeping & gardeners register and everyday they will
inform the concerned person about their presentees.
The Security Incharge maintains the In and Out time of IT Dept in specific as well.
The in & out time in all the registers is maintained by the Security supervisor only
4.Incident Note
For any incident like Fire , theft or any unusual incident the supervisor or Security guard should
report it to the concerned authority on top priority and at the same time it should be handled
using appropriate available techniques.
For any additions in the SPO’s, it has be first validated and approved by the Top management.