STANDARD OPERATING PROCEDURES

Outdoor area glass and windows cleaning

PROCEDURE INFORMATION
Code: OPS-FOH-0039
Practiced by: housekeeping

TASKS BREAKDOWN

TASKS DESCRIPTION PRACTICED BY

Materials Microfiber cloth, glass cleaner, bucket, water, soap, rubber edge, extension pole, ladder
Timing

 Dip the sponge in the detergent bucket and wipe all the glass area then use the
rubber edge to remove the water using s-shape motion. Housekeeping
Procedure  Spray the glass with glass cleaner and wipe using a microfiber cloth.
 Pay extra attention to any fingerprints, or stubborn spots. You can use a bit more
pressure or switch to a clean section of the cloth or paper towel for better results.

Don’ts  Do not clean windows or glass surfaces in direct sunlight

STANDARD OPERATING PROCEDURES

Red Fire pipes, detectors, and speakers cleaning.
PROCEDURE INFORMATION
Code: OPS-FOH-0040
Practiced by: Housekeeping

TASKS BREAKDOWN

TASKS DESCRIPTION PRACTICED BY

Materials Microfiber cloth, bucket, water, ladder
Timing

 Use a stable and secure ladder or step stool to access the fire pipes safely. Housekeeping
Procedure  Use a clean, dry microfiber cloth or a feather duster to remove any loose dust or
debris from them.

Don’ts  Use silk.

STANDARD OPERATING PROCEDURES

Ac Ducts cleaning

PROCEDURE INFORMATION
Code: OPS-FOH-0041
Practiced by: Housekeeping
TASKS BREAKDOWN

TASKS DESCRIPTION PRACTICED BY

Materials Microfiber cloth, dust removal, detergent, water, bucket, ladder
Timing

 Ensure the AC system is turned off to prevent airflow during the cleaning
process.
 Start by using a dust brush to remove dust from the visible AC ducts. Be gentle to
avoid damaging the ducts.
Procedure  Prepare a solution of detergent and water in a bucket. Housekeeping
 Wet a clean microfiber cloth with the diluted cleaning solution. Make sure the
cloth is not overly wet.
 Gently wipe the surface and grill the AC ducts with a wet cloth to remove any
remaining dust or grime.

Don’ts  Don't use excessive force when wiping.

STANDARD OPERATING PROCEDURES

Fly killer changing glue Sheet.

PROCEDURE INFORMATION
Code: OPS-FOH-0042
Practiced by: Housekeeping

TASKS BREAKDOWN

TASKS DESCRIPTION PRACTICED BY

Materials Glue sheet
Timing

 Turn off and unplug the fly killer to ensure your safety.
 Carefully detach the old glue sheet from the right side
 Before installing the new glue paper, clean any debris or insect remnants from Housekeeping
Procedure
the area surrounding the glue paper.
 Unroll the new glue, Sheet.
 Attach the new glue paper.

Don’ts  Forget to turn it on.

STANDARD OPERATING PROCEDURES

Side Station

PROCEDURE INFORMATION
Code: OPS-FOH-0043
Practiced by: Waiter
TASKS BREAKDOWN

TASKS DESCRIPTION PRACTICED BY

Cutleries condiment, toothpick holder, wet wipes, salt & Pepper Mills, sharing plates,
Materials Waiter
napkins.
Timing
 Before service begins, make sure cutleries condiments, sharing plates, wet wipes,
toothpicks, napkin holder and salt and pepper mills are moved and refill in the
stations.
 Restock any items that are running low to ensure an uninterrupted service.
 Check the wet wipes container and replace if necessary.
 Maintain the side station's cleanliness and organization throughout the service.
Procedure Waiter
 Keep sharing plates readily available for guests upon request.
 Offer wet wipes or a wet towel to guests upon request.
 Monitor the salt and pepper mills, ensuring they are filled and in proper working
condition.
 At the end of the shift, clean and sanitize the side station thoroughly.

Don’ts  forget to keep it organized.

STANDARD OPERATING PROCEDURES

Waste Management

PROCEDURE INFORMATION
Code: OPS-FOH-0044
Practiced by: Stewards

TASKS BREAKDOWN

TASKS DESCRIPTION PRACTICED BY

Materials Stewards
Timing
  All garbage bags will be collected in the waste covered trolly all the way to the
Procedure compactor room located on the basement level using the dedicated elevator. Stewards

Don’ts  Forget to use the dedicated elevator.

STANDARD OPERATING PROCEDURES

Head of cashier

PROCEDURE INFORMATION
Code: OPS-FOH-0045
Practiced by: Accountant

TASKS BREAKDOWN

TASKS DESCRIPTION PRACTICED BY

Materials
Timing
 Review the credit card receipts and ensure they match the corresponding sales
recorded in the system.
Procedure Accountant
 Verify that all credit card transactions have been processed correctly.
 In case of unapproved CCM slip email should be sent to inform the pod cashier
 about the mistake.
 Prepare accurate and detailed reports for management.
 Generate end-of-day summary reports highlighting sales figures, voids/refunds,
discount, percentage, etc…
 Ensure the reports are complete, clear, and consistent with the restaurant's
reporting standards.

Don’ts  forget to make sure that the payment have been approved.

STANDARD OPERATING PROCEDURES

Crumb the table

PROCEDURE INFORMATION
Code: OPS-FOH-0046
Practiced by: Waiter

TASKS BREAKDOWN

TASKS DESCRIPTION PRACTICED BY

Materials Stewards
Timing
Procedure Waiter
 As you approach the table, make sure to be polite and unintrusive. Wait for the
customers to finish their meal before attempting to crumb the table.
 It is always courteous to ask the customers if it is alright for you to crumb the
table. Use a polite and friendly tone, such as:
"May I crumb the table for you?"
 If the customers grant permission, begin crumbing the table. Hold the crumber
with one hand, and using gentle sweeping motions, start from one end of the
table and work your way to the other. Use the crumber to collect any crumbs or
debris onto the tray.
  After you have successfully crumbed the table, carefully lift the tray or plate with
the collected crumbs and dispose of them appropriately.

Don’ts  Use you bare hands

STANDARD OPERATING PROCEDURES

Handling customer complaints

PROCEDURE INFORMATION
Code: OPS-FOH-0047
Practiced by: manager, supervisor, waiter, hostess and runner

TASKS BREAKDOWN

TASKS DESCRIPTION PRACTICED BY

Materials
Timing
 When a customer approaches with a complaint, listen attentively, and show
understanding. Allow them to express their concerns fully without interruption.
 Maintain a calm and be professional, respectful, and avoid taking complaints
personally.
 Ask relevant questions to gather all the necessary details about the complaint. Get
information such as the customer's name, contact details, product or service
manager, supervisor, waiter, hostess and
Procedure details, and the specifics of the issue they are facing.
runner
 Show understanding and acknowledge the customer's concerns. Let them know
that their complaint is important and that you are committed to finding a solution.
 Offer a genuine apology for any inconvenience or dissatisfaction caused by the
issue. Express your regret and assure the customer that you will work towards a
solution.

Don’ts  Frustrate or take a defensive action when you are receiving a complaint.
STANDARD OPERATING PROCEDURES
Customer feedback

PROCEDURE INFORMATION
Code: OPS-FOH-0048
Practiced by: manager, supervisor and waiter

TASKS BREAKDOWN

TASKS DESCRIPTION PRACTICED BY

Materials
Timing
 All guest feedback whether received through online platforms, email, comment
cards, or in person should be recorded in a central database or log.
 it is important to acknowledge all feedback, regardless of whether it is positive or
negative.
 Categorizing feedback into different themes or areas, such as service, facilities,
cleanliness, etc
Procedure  This helps to identify common patterns of areas requiring improvement. manager, supervisor, and waiter
 Evaluation and analysis by gathering feedback from the respective departments
for further analysis and evaluation to fix and solve the problem.
 Depending on the nature of the feedback, a response may be required. As
negative feedback may require further investigation to a follow-up with the guest.
 Based on the analysis, appropriate actions are taken, such as addressing specific
issue, providing additional training, or making necessary improvements.
Don’ts  forget to follow up in case of negative feedback

STANDARD OPERATING PROCEDURES

Table number

PROCEDURE INFORMATION
Code: OPS-FOH-0049
Practiced by:
TASKS BREAKDOWN

TASKS DESCRIPTION PRACTICED BY

Materials
Timing

Procedure 

Don’ts 

STANDARD OPERATING PROCEDURES

Solid Food Spill

PROCEDURE INFORMATION
Code: OPS-FOH-0050
Practiced by: Housekeeping

TASKS BREAKDOWN

TASKS DESCRIPTION PRACTICED BY

Materials
Timing

 set up a caution sign to mark the area as off-limits and prevent people from
entering the spill zone.
 Collect the following cleaning supplies - a dustpan, broom, mop, bucket,
cleaning solution, and a scrub brush.
 Use a dustpan and broom to carefully sweep up any solid food particles
from the floor. Be thorough to ensure all visible debris is removed.
 In a bucket, mix water with chemicals according to the product's
instructions. Alternatively, you can use a mixture of warm water and mild
dish soap.
 If there are any stubborn stains, you can use a scrub brush or a scrub pad
to gently work the cleaning solution into the floor.
Procedure  Dip a mop into the cleaning solution and wring out any excess liquid. Start Housekeeping
mopping the area where the spill occurred, working in small sections. Pay
extra attention to any remaining stains or sticky residue.
 Once you have finished cleaning, rinse the mop thoroughly and mop the
area again with clean water to remove any residue. Ensure the floor dries
completely to avoid slips or falls. 10. Evaluate the area: After the cleaning
process, inspect the area to make sure that the spill is completely cleaned
up and that the floor is dry and safe for use.
 Once the area is clean and dry, remove the caution signs and
reopen the cleaned section of the restaurant.

Don’ts  Forget to set up the caution sign

STANDARD OPERATING PROCEDURES
Liquid Spill

PROCEDURE INFORMATION
Code: OPS-FOH-0051
Practiced by: Housekeeping

TASKS BREAKDOWN

TASKS DESCRIPTION PRACTICED BY

Materials
Timing
Procedure Housekeeping
 set up a caution sign to mark the area as off-limits and prevent people from
entering the spill zone.
 Collect the necessary cleaning equipment, such as a dustpan, broom,
mop, bucket, clean towels or absorbent pads, and the chemicals needed.
 If the liquid portion of the spill is significant, use clean towels or absorbent
pads to soak up as much of the liquid as possible. Press down firmly to
allow absorption.
 Prepare the cleaning solution according to the instructions. Ensure that it
is suitable for the type of flooring in the restaurant.
 Using a mop or a clean cloth soaked in the prepared solution, scrub the
affected area gently. Pay extra attention to any residue or stickiness left
behind by the spill.
 Once the area has been cleaned, rinse the mop or cloth and
then allow the floor to air dry or use clean towels to dry it
thoroughly.
  If the spill was caused by a potentially harmful substance or left
an unpleasant odor, sanitize the area with an appropriate
disinfectant. Additionally, use deodorizers to eliminate any
lingering smells.
 Once the area is clean and dry, remove the caution signs and
reopen the cleaned section of the restaurant.

Don’ts  Forget to set up the caution sign

STANDARD OPERATING PROCEDURES
Payment

PROCEDURE INFORMATION
Code: OPS-FOH-0052
Practiced by:

TASKS BREAKDOWN

TASKS DESCRIPTION PRACTICED BY

Materials
Timing

 Always inform the guests that the in social dining al mamlaka offers two
payment methods for their convenience.
1- The first option is using our CCM machine located at the cashier only.
Procedure 2- The second option that we have implemented a QR code payment system at
each table and the guests can use their smartphone camera to scan the QR
code provided and this will directed them to a digital payment interface when
he can complete the transaction
Don’ts  Forget to inform the guests that al mamlaka social dining is cashless