Employee Handbook

House Rules & Guidelines

Table of Contents

1.0 WELCOME TO OUR RESTAURANT

1.1 Welcome to The Co ee Academïcs Philippines

2.0 WHO WE ARE

2.1 Our Brand
2.2 Our Vision & Mission Statement
2.3 Our Core Values

3.0 HOW TO USE THIS MANUAL

3.1 Key Bene ts (ex. Set a standard for customer service, build authentic trust for repeat customers & set
guidelines to avoid repeating the same mistakes)
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Table of Contents

4.0 RESTAURANT DETAILS

4.1 Adress, contact details, and person in charge
4.2 Structure and team members
4.3 Roles & Expectations
4.4 Reporting Expectation
4.5 Reporting Relationship
4.6 Organization Chart
4.7 What do I need to do when beginning at work?

5.0 WORKPLACE REQUIREMENTS

5.1 Uniform & Grooming
5.2 Labels & Display
5.3 Retails
5.4 Food Counter & Pastry Labels
Table of Contents

6.0 CUSTOMER SERVICE SEQUENCE

6.1 Welcoming Guest
6.2 Presenting Menus & Taking DrinkOrder
6.3 Suggestive Selling
6.4 Taking Food Orders
6.5 Processing of Payment
6.6 Table Buzzer
6.7 Food Dispatched
6.8 Con rming of Orders
6.9 Guest Departure and Goodbye

7.0 CUSTOMER SERVICE

7.1 Sta Etiquette and Behaviour Standard
7.2 Dealing with Guest Complaints
7.3 Taking Phone Calls and Message Inquiries
7.4 Handling Online Delivery
7.5 Personal Hygiene
7.6 Penalty
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1.0 Welcome To Our Restaurant
Company Rules & Guidelines
1.0 WELCOME TO OUR RESTAURANT
1.1 Welcome to THE COFFEE ACADEM CS PH

We are excited to have you as part of our team! Congratulations! You 'stood out from the crowd' and we believe you can contribute to the
achievement of the goals in The Co ee Academïcs while also progressing in your career.

We are committed to bringing the best co ee experience and top-notch customer service. As part of the team, you will discover that you will
be challenged to pursue excellence which will become a truly rewarding aspect of your career. As a team member, you must "own" the results
of your productivity.

This Employee Handbook contains the company policies, goals, guidelines, and expectations of our brand concept. The success of The Co ee
Academïcs will be determined by our success in operating as a team and we must earn the trust and respect of our customers every day so
that they return for more. Our success is guaranteed by creative, proactive employees.

Our goal and yours, is to live our Mission Statement and continue to provide the best co ee experience. We will achieve this through dedicated
hard work and commitment from every employee. It is our desire to have every employee succeed in their career working here at The Co ee
Academïcs.

Welcome aboard! We are looking forward to working with you!

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2.0 Who We Are
House Rules & Guidelines
 2.0 WHO WE ARE

2.1 Our Brand

Founded in 2012 in the heart of Hong Kong, The Co ee Academïcs has been heralding world-class specialty co ee to her home city and
beyond by making exceptional co ee and curating a one-of-a-kind co eehouse experience. (Founder)
The Co ee Academïcs have expanded their co ee hub to include Ph Singapore, Malaysia, Indonesia, Thailand and The Philippines, with
more exciting partnerships underway.
Among all established F&B groups in Hong Kong, The Co ee Academïcs only focus on specialty co ee and related products.

In the Philippines, The Co ee Academïcs opened its rst store in 2021, ensuring that the brand maintains its one-of-a-kind co ee house
experience and practices to be the best specialty co ee in the Philippines.

“Coffee is not just a beverage; it is a cultural connector with social signi cance.”

- Jennifer Liu
Founder & Brand Architect
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2.0 WHO WE ARE

2.2 Our Vision & Mission Statement

Vision Mission

To be the best, specialty , premium brand

Good quality co ee, great ambiance,
in the philippines, in specialty co ee
skilled/ friendly barista. Accessible to
game, representation of the brand here in
everyone
PH - HK co ee

This is what we stand for and the direction we are heading. Please make sure that these are reviewed as they form a foundation of everything we
do at The Coffee Academïcs.
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2.0 WHO WE ARE

2.3 Our Core Values

We believe that you share and value a similar core principle as the brand which is why you were hired by us. Here in TCA, we ensure that we
attract like-minded customers who see our business as a brand, rather than just any other cafe.

*CONSISTENCY - upholds a commitment to consistency in all aspects of its operations. This means delivering a reliably high standard of co ee
products, service, and overall customer experience.

*AUTHENTICITY - It emphasizes genuine connections with customers, sourcing high-quality co ee beans through transparent and ethical
practices, and providing a unique and true-to-its-roots co ee house experience.

*PASSION - The brand's dedication to excellence and innovation re ects the enthusiasm and love for the co ee culture that drives its success.

*QUALITY - The emphasis on quality extends to every aspect of the business, ensuring that customers consistently enjoy an exceptional co ee
experience.
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 2.0 WHO WE ARE

2.3 Our Core Values

*INTEGRITY - values integrity in its interactions with customers, suppliers, and the community. Upholding ethical business practices and
maintaining transparency in sourcing and operations, the brand prioritizes honesty and reliability.

*SERVICE - The brand is committed to providing a warm, welcoming, and attentive environment for customers.

*SUCCESS - The pursuit of success involves continuous improvement, innovation, and a commitment to being a socially responsible and
in uential player in the specialty co ee industry.

“At The Coffee Academïcs, our core values will guide our behavior which will set a standard for our brand and set the foundation for who we
are, how we operate, and most importantly how we treat others.

Our core values are important to us and we value them particularly when times get tough. They keep us focused on what is important as we
continue to grow”
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3.0 How To Use This Manual
House Rules & Guidelines
 3.0 HOW TO USE THIS MANUAL
3.1 Key Bene ts

Compliance with
Customer Service Building Trust and Customer Service
House Rules and
Excellence Loyalty Excellence
Guidelines

As an employee, it is important
to read and follow the
company's handbook, which
contains house rules and
guidelines for your daily work.
This ensures consistency and
adherence to company
policies.
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The quality of coffee, food,
customer service, and the
overall presentation of the
store are key factors in
maintaining and enhancing
the brand's success, both
of ine and online.
Establishing authentic trust
with customers provides a
positive experience. So that
they are more likely to return
and become regular
customers.
The handbook serves as a tool
to avoid making the same
mistakes. By referring to them
at the start of each day, to
minimize customer complaints
and ensure consistent
customer satisfaction.
4.0 Restaurant Details
House Rules & Guidelines
4.0 RESTAURANT DETAILS

4.1 ADDRESS, CONTACT & PERSON IN CHARGE

(1) TCA - BGC
Contact Number: 0998 547 7978
Complete Address: Lobby High Street South Corporate Plaza Tower
1 26th Street Fort Bonifacio 1630 Taguig City NCR

Complete Store Hours: 7am - 8pm

Monday: 7am - 8pm
Tuesday: 7am - 8pm
Wednesday: 7am - 8pm
Thursday: 7am - 8pm
Friday: 7am - 8pm
Saturday: 7am - 8pm
Sunday: 7am - 8pm

Store Email: info.docmnl@gmail.com

Bldg Admin Contact Person: Daryl Lam
Bldg Admin Contact Number: 0277524615
Bldg Admin e-mail: hsscp1.admin@alveoland.com.ph
4.0 RESTAURANT DETAILS

4.1 ADDRESS, CONTACT & PERSON IN CHARGE

(2) TCA - Rob Magnolia Mall Admin Contact Person: Rowell Venzon & Claricel Deguzman
Contact Number: (0920) 9733716 Mall Admin Contact Number: N/A
Complete Address: U/G Robinsons Magnolia Mall, Aurora Blvd Mall Admin e-mail: rowell.venzon@robinsonland.com
Cor Doña Hemady Street Kaunlaran IIII Quezon City
claricel.deguzma@robinsonland.com
Store Hours: 10am - 10pm Mall Marketing Contact Person: Grace Pantonilla & Kathryn Ledesma
Monday: 10am - 10pm Mall Marketing Contact Number: grace.pantonilla@robinsonland.com
Tuesday: 10am - 10pm kathryn.ledesma@robinsonland.com
Wednesday: 10am - 10pm
Thursday: 10am - 10pm
Friday: 10am - 10pm
Saturday: 10am - 10pm
Sunday: 10am - 10pm

Store Email: info.docmnl@gmail.com

4.0 RESTAURANT DETAILS

4.1 ADDRESS, CONTACT & PERSON IN CHARGE

(3) TCA Megamall

Contact Number: (0998) 5411619 Mall Admin Contact Person: Dannah Mantilla
Complete Address: G/F CT1 (D) Fashion Hall SM Megamall Bldg, D. J. Mall Admin Contact Number : 8633-5042 46
Vargas, Wack Wack Greenhills, 1555 City of Mandaluyong NCR Mall Admin e-mail: dannah.mantilla@smsupermalls.com
Mall Marketing Contact Person: Samantha Canasa
Store Hours: 10am-10pm
Monday: 10am-10pm Mall Marketing Contact Number: N/A
Tuesday: 10am-10pm samantha.canasa@smsupermalls.com
Wednesday: 10am-10pm
Thursday: 10am-10pm
Friday: 10am-10pm
Saturday: 10am-10pm
Sunday: 10am-10pm

Store Email: info.docmnl@gmail.com

4.0 Restaurant Details

4.2 Structure and Team Members

No Name of Employees Position

1 Albertine Suobiron District Brand Head
2 Grace Balia Head Barista
3 Angelo Lim Head Barista
4 Hannah Mantiza Barista
5 Daren Bustos Barista
6 John Red Asford Abrera Barista
7 Michael Vincent Adonay Barista
8 Lemuel Cuerdo Barista
9 James Macaambac Barista
10 Maria Hadassah Rivo Barista
11 Carlo Rivera Barista
12 John Llyod Mandia Barista
13 Justin Ave Barista
14 Greg Evangelista Barista
4.0 Restaurant Details

4.3 Roles and Expectation - Current

District Brand Head - Shift allocation, human resource issues such as leave requests, team member con icts, talking to suppliers,
payments for suppliers, purchases, BIR paperwork 2307, 2303, applying for a business permit, payroll, interview, and hiring. Training for
store opening (operations), monitoring sales of each store on a daily and sending reports, monitoring daily orders, checking the cash sales
(deposits & POS readings, petty cash and expenses, and replenishments.

Supervisor- Stock ordering, (manual ordering, croissant ordering, store supervision ex. co ee making standard measurement of co ee,
cleanliness, customer satisfaction, daily sales reporting, inventory croissants, beans, and cups, merch, cash sales tally POS, void, manual
OR photo and manual list, bank deposit HR )
Supervisor - Schedule, HR, Complaints, top of mind: inventory

Head Barista - Conduct training & quality and technical know-how. Recipe book and how to use the co ee machines and equipment.

Barista - Making sure the bar area is clean at all times, cashiering, major upseller, making drinks & co ee, customer interaction, order
taking, and daily inventory.

4.4 Reporting Relationship

Supervisor/Evaluator of each team member - general supervision regarding work-related progress and issues, Customer service
complaints, queries and concerns, and safety issues including compliance requirements and customer care.

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4.0 RESTAURANT DETAILS

4.5 Organization Chart - Updated

OWNER
Myles Hontiveros

DISTRICT AREA MANAGER

Albie Suobiron

SUPERVISOR/HEAD BARISTA SUPERVISOR SUPERVISOR

Grace Balia NAME NAME

HEAD BARISTA
HEAD BARISTA
NAME
NAME
BARISTA BARISTA BARISTA BARISTA BARISTA
NAME NAME NAME NAME NAME
 4.0 RESTAURANT DETAILS

4.6 What do I need to do when beginning at work?

Please ensure arriving to work before operating hours. It is important that you immediately notify your Supervisor as soon as you become aware that you are
going to be late.

Work starts at (1/1.5hr before the mall opens)

Works nishes at (given 30 minutes to clean and prep for next day operations)

Opening shift - *set up the store 30mins before opening

Mid shift - *clean up, make sure no dirty dishes, tables & chairs are properly arranged (standard), check display and inventory.
Closing Shift - *close the cash register for the day, generate reports and make sure that the setup for the next day is complete.

The timesheet must be lled out daily at the end of each day. Company phone time in and time out
Filing of excused absences is only allowed for 2-3 days of absences/month. (3 days penalty if exceeded)
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 4.0 RESTAURANT DETAILS

4.6 What do I need to do when beginning at work?

Hours of Work and Schedules

Standard hours of work per day plus an hour of break (8 hours of work, 1-hour break)

Dress Code coming to work:

As an employee of The Co ee Academïcs, you are expected to present a clean appearance when you represent our brand
All sta are expected to dress appropriately.

It is essential that you act professionally and extend the highest courtesy to co-workers, visitors, customers, and vendors. A cheerful attitude is
essential to The Co ee Academïc's customer service standard.
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5.0 Workplace Requirements
House Rules & Guidelines
 5.0 WORKPLACE REQUIREMENTS

5.1 UNIFORM & GROOMING - CLOTHING

A. Standard-cut Basic Half-Sleeve / Collared Shirt

- Plain Black T-shirt/Collared Shirt

- Close-to-the-neck crew neckline
- No prints on shirt
- Strictly no low cut shirts

B. Long Pants

- Black or Dark Blue

- Strictly no ripped pants and neon colors
- Strictly no track pants
C. O cial TCA PH Apron

- To be worn at all times while on shift

- Neatly worn and belted at the back
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5.0 WORKPLACE REQUIREMENTS

5.1 UNIFORM & GROOMING - FOOT WEAR & ACCESORIES

D. Socks & Shoes

- Covered shoes should be worn at all times. Strictly no sandals, slippers, high heels
- Socks should be worn at all times. Strictly no vulgar graphics
E. Jewelry

- Only simple earrings are allowed - stud or small silver/gold hoop earrings. Strictly no dangling earrings are to be worn.
- Rings and bracelets are not allowed to be worn
- Only simple watches are recommended - no expensive or branded watches should be worn.
5.0 WORKPLACE REQUIREMENTS

5.1 UNIFORM & GROOMING

F. Tattoos & Piercing

- We celebrate individuality and self-expression. We understand that tattoos are a form of personal art and a unique way to showcase your
personality.

G. Nail Polish

- Strictly no nail polish or varnish is allowed, including clear nail polish or varnish

H. Hairstyles

- Neat, no hair covering eyes. Hair length below the collarbone to be tied up.
- Colored hair is allowed but strictly no bright, neon colors.
5.0 WORKPLACE REQUIREMENTS

5.2 LABELS & DISPLAY

All breads and retail items that are on display must have a label tag for each product.

Tags & bread labels must be placed in front of the product making sure that it is correct name and price.
5.0 WORKPLACE REQUIREMENTS

5.3 RETAIL

Orientation:
Place retail items and beans with labels facing forward for easy customer visibility.

Organization:
Arrange items in an orderly manner, ensuring that shelves are neat and well-stocked.
Regularly check for and ll any gaps in displays to maintain a visually pleasing presentation.

Cleanliness:
Keep display areas clean and free from spills or clutter.
Wipe down surfaces regularly to maintain a polished appearance.

Rotation:
Implement a ' rst in, rst out' approach for beans to ensure freshness.
Regularly rotate retail items to prevent stagnation and showcase a variety of products.
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5.0 WORKPLACE REQUIREMENTS

5.4 FOOD COUNTER & PASTRY LABELS

Regular Cleaning Schedule:

Regular cleaning helps prevent the accumulation of crumbs, spills, and dust.

Staff Training:
Maintaining a tidy food counter. Cleaning procedures and assign speci c responsibilities to each team member.

Proper Storage:
Ensure that all food items and bread are stored in appropriate containers and display cases.

Labeling and Organization:

Clearly label each food item and arrange them in an organized manner. Group similar items together, and use labels to make it easy for customers
to identify different options.

Rotation of Products:
Implement a " rst in, rst out" system to ensure that older products are used or sold before newer ones. This helps prevent food wastage and
ensures that customers receive fresh items.
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5.0 WORKPLACE REQUIREMENTS

5.4 FOOD COUNTER & PASTRY LABELS

Temperature Control:
Maintain the proper temperature for displayed items, especially for breads. Regularly check refrigeration units to ensure they are functioning
correctly.

Regular Inspections:
Conduct regular inspections of the food counter and bread display to identify any issues promptly. This includes checking for cleanliness, expired
items, and any signs of wear or damage.

Pleasing Displays:
Pay attention to the visual appeal of your display. Arrange items pleasingly, considering varying kinds of bread, types of bread, and heights to create
an attractive and inviting presentation.
6.0 Customer Service Sequence
House Rules & Guidelines
 6.0 CUSTOMER SERVICE SEQUENCE

6.1 WELCOMING GUESTS

Greeting customers promptly and attentively, using their names if possible, and addressing them with respect and with a sincere tone of
voice is essential to make a good rst impression.

• Use polite and friendly language.

• Adjust greetings based on the customer's mood.
• Smile and keep an eye contact.
SPIEL:

“Hi Welcome The Co ee Academics, How can I help you today?”

“Hi, Good Morning! Welcome to The Co ee Academics”

Note: Needs to be organic/ can go straight with upselling

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 6.0 CUSTOMER SERVICE SEQUENCE

6.2 PRESENTING MENU & TAKING ORDER DRINKS

• You must know the availability of items

• Menu must be placed at the counter.
• Learn all the basic informnation of each menu item and di erences.
SPIEL:

“Do you prefer co ee or non-co ee?”

6.3 SUGGESTIVE SELLING

• For rst-time guests you may do suggestive selling of the following:

•
Signature Lattes for co ee, o er Agave (unique with peppercorn), Manuka, and Fruit Teas, if they like sweet o er Jasmine Passion Fruit Tea. If
they don’t like sweets, o er Citrus Roivoos.
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 6.0 CUSTOMER SERVICE SEQUENCE

6.4 TAKING FOOD ORDERS

• During the ordering process, note down the number of guests and items ordered. Make them feel valued by memorizing their order.
• Repeat the order.
• Ask for their names.
SPIEL:

“May I repeat your order? You ordered…”

6.5 PROCESSING OF PAYMENT

• Con rmation of payment

• Print the receipt right away and present to guests immediately.
SPIEL:

“ I recieved xxx amount , I’ll get back with your receipt / change”

Note: It has to be casual

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6.0 CUSTOMER SERVICE SEQUENCE

6.6 TABLE BUZZER

• Give the guest their respective buzzer, making sure that you give the correct buzzer.
SPIEL:

“Kindly wait for the buzzer to come on, and we'll let you know when you order is ready, Thank you!”

6.7 FOOD DISPATCHED

• Make sure all orders are complete.
• Call the guests by their names.
• Remind that we have a 'clean as you go' policy.
• Make sure the buzzer is returned.

SPIEL:

“ Order for NAME is ready at the counter” Hi feel free to return the wares and place on the counter when you are done. Thank you!”
Note: It has to be casual
6.0 CUSTOMER SERVICE SEQUENCE

6.8 CONFIRMING OF ORDER

• Make sure order is complete and check the reciept.

SPIEL:

“Thank you for waiting, your order is complete”

6.9 GUEST DEPARTURE AND GOODBYE

• As guests leave, ensure to provide them with attention, express gratitude, and address them by their names.”
SPIEL:

“Thank you NAME, see us again soon!”

Note: It has to be casual

7.0 Customer Service
House Rules & Guidelines
7.0 CUSTOMER SERVICE

7.1 STAFF ETIQUETTE AND BEHAVIOR STANDARD

Standard - To have a clear, concise and comprehensive behaviour standard of our team members.

Purpose - To ensure sta and guests receive the highest level of service and behaviour at all times.

Knowledge

- Sta should have adequate knowledge on all items on both food and co ee menus, and also acquire the company's background.

Note: It has to be casual

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7.0 CUSTOMER SERVICE

7.1 STAFF ETIQUETTE AND BEHAVIOR STANDARD

Customer Oriented
- Actively aware of customers
- Knowing their preferences
- Welcome sincerely
- Promote the company’s culture and enhance its image
- Always keep the store good looking for rst impressions and social media ready
- Uniforms must be clean and neat throughout the shifts
- Teamwork is essential and encourages throughout the company’s spirit
- Show a caring attitude, positive, friendly and helpful attitude to all of your customers
- Always be genuine in your e orts
- Accept responsibility for your assigned roles and duties
- At no time is yelling or shouting heard or seen inside the restaurant, inform your manager to handle unsolved issues.
- Communication is key, ensure you communicate respectfully and clearly
- Sta may not sit with customers at tables whilst in uniform and during shift

Note: It has to be casual

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 7.0 CUSTOMER SERVICE

7.2 DEALING WITH GUESTS COMPLAINTS

Standard - To ensure all guest issues are dealt with swiftly and professionally by the appropriate sta members in a comprehensive and uniform
manner.

Purpose - To ensure all guest’s dining experiences exceed expectations and guests leave the establishment happily and return next time.

• Do not argue with the guest, stay calmed, polite and professional.
• Listen carefully to the comment/complaints from the guests calmly and sincerely, maintain eye contacts with good posture.
• Acknowledge guests feelings (anger, frustration & negative). Apologize to the guest immediately and sincerely.
• The guest is always right! Inform your manager as soon as possible when you meet di culties.
• Write pertinent details down so you do not miss any of the guest’s issues and have the correct information.
• If you are capable of rectifying the situation do so for the guest as swiftly as you can. (What are your experiences)

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 7.0 CUSTOMER SERVICE

7.2 DEALING WITH GUESTS COMPLAINTS

• If the problem is out of your authority, inform your supervisor/manager on shift they will take over.
• Keep the guest informed of the developments and any wait times for their issues to be resolved.
• Ensure that the particular mistake or problem will not repeat again.
• Remember the regular guest habit or dislike.
• O er a guest a complimentary drink while they need to wait for their issue to be resolved - e.g. remaking of an incorrect meal.
• Inform the Manager of all complaints, even if you have successfully resolved the situation.

Note: It has to be casual

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 7.0 CUSTOMER SERVICE

7.3 TAKING PHONE CALLS AND MESSAGES

• Kindly refrain from using your mobile device during working hours and when you are on duty. You may ask your fellow barista to take over and
cover your post if you need to take phone calls.

7.4 HANDLING ONLINE DELIVERIES

• Ensure to accept Grab orders and take note of the order number.
• Punch the order into the POS system and print the receipt.
• Prepare all the orders.
• Pack each order properly and verify its completeness.
• Provide the correct order number to the Grab rider.
7.0 CUSTOMER SERVICE

7.3 PERSONAL HYGIENE

Personal Hygiene
● Temperature check
● Wash hands frequently.
● Wearing masks (optional)
● Do not chew gum and tobacco scent free.
● Gargle after smoking and have a breath freshener

Food handlers must:

● Be properly clothed in clean clothing.
● Keep hands, ngernails and body clean.
● Wash hands thoroughly before commencing work, after using the toilet and at other times.
● Wear waterproof dressing over wounds.
● Do not smoke while involved in food handling.
● Ensure food is protected from pest and dirt.
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7.0 CUSTOMER SERVICE

7.3 PERSONAL HYGIENE

Wash hands with soap:

● After visiting the toilet.
● After blowing the nose if you are involved in food preparation or handling of unprotected food.
● After touching the nose or face.
● After handling the garbage or spoiled foods.
● Before and after handling di erent types of food, E.g. Uncooked and cooked (To Prevent cross-contamination).
● After tea and meal break.
● After clean-up.
● Before handling unprotected food or preparing food.
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7.0 CUSTOMER SERVICE

7.4 PERSONAL HYGIENE

Hand Washing:
● Use clean water
● Always use antibacterial soap
● Wash for at least 15 to 20 seconds.
● WASH: Palm, Nails, Wrists, Between ngers, Thumbs, Knuckles.
● Dry with paper towel or hot air.
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7.0 CUSTOMER SERVICE
7.5 PERSONAL HYGIENE

Bad Personal Habits:

● Smoking on store premises
● Coughing and sneezing.
● Picking pimples and sores.
● Fingering food.
● Licking ngers.
● Tasting food with an unwashed spoon.
● Scratching the head.

Must not handle food if you are experiencing:

● Diarrhoea.
● Vomiting.
● Infected wounds.
● Major wounds even if not infected.
● Eye, Nose and ear infections.
● Colds and u.
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7.0 CUSTOMER SERVICE
7.6 PENALTY

If you are observed not adhering to house rules, there will be sanctions;

(1) Initial verbal warning.

(2) Written, clearly document the rule violation, the date, and any previous verbal warnings.
(3) Probationary period - If the issues persist after the probationary period or if there are severe violations, escalate
the disciplinary action.
(4) This may involve suspension and reduction in hours
(5) In extreme cases where repeated violations continue despite previous actions, termination may be necessary.