Oasis Baklawa SOP for Unit Manager

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Attendance

• Make a Biometric Entry & Sign the Attendance Register?

• Verify that all staff members on premise are punched in? (Biometric as well as Attendance register)

• Thoroughly Inspect & ensure that adequate number of staff are present, & Duty Rooster is duly Followed

Staff Grooming Inspection

• Staff Grooming & Hygiene Check

• Dressing: Uniforms as per the Designation assigned through the standards laid by the Company, & Must be Clean, well-fitted, Ironed, and in good condition.

• Personal Hygiene: Bathed, Clean and trimmed nails, and well-maintained hair. Perfume or cologne must be used sparingly.

• Hair: Neatly Combed, Closely Cut, No excess oil, Long hair must be tied back & kept in a bun to prevent it from falling into food or coming into contact with guests.

• Facial Hair: Men must be Clean Shaven at all times, Mustache is allowed, In case of Men with facial hair,(a written consent is from Management is necessary to carry on with Facial Hair) Must be well-groomed and neatly trimmed.

• Makeup: If makeup is worn, it must be applied tastefully and not overly heavy. Neutral and natural tones only.

• Jewelry: Minimal and conservative jewelry . Large or flashy jewelry is not allowed, especially in food service areas Finger Rings(including Religious), Hand tie(Rakhi/moli), is not allowed.

• Nails: Nails Must be clean and neatly trimmed. Nail polish, if worn, Must be subtle and not distract from the overall appearance.

• Shoes: Clean, polished, Black, formal, Closed-toe footwear is essential.

• Overall presentation: Assess employees' overall presentation, including posture, demeanor, and body language, to maintain a professional image.

• Staff Presentation: Ensure the Staff is well-groomed, in uniform, and display name tags. Their appearance should reflect the establishment's standards for cleanliness and professionalism.

• Monitoring hygiene practices: Regularly check if employees follow proper hygiene practices, especially in food handling areas, to maintain cleanliness and safety

• Ensure that all the Employees (Those in Food handling) wearing Net Cap/ Service Cap and Gloves while serving the customer.

• Feedback and training: Provide regular feedback and training to employees on grooming standards to maintain a high level of professionalism.

• Deposit smart phones of all employees (Exception:Unit Head & Delivery Staff), The staff is allowed to receive and make calls from House phone. In case the staff member insists on keeping phone , they are allowed to keep only a keypad phone , without Camera.

• Staff Attitude: Employees must be friendly, welcoming, and ready to assist customers. They should demonstrate knowledge about the products and services offered.

Briefing and Assigning Tasks to Staff

• Conduct a brief morning meeting with the staff to discuss the day's goals, special promotions, Boosting the Morale, Setting Targets, Discussing Ideas to Better the Sales etc.

• Assign specific responsibilities to each team member, including kitchen staff, cashiers, and floor staff.

• Ensure Coordination, Cooperation & effective Communication amongst the Staff Members to Eliminate all Operational Gaps,

Inspecting Kitchen and Storage Area

Cleanliness and Sanitation

• Surfaces and Equipment: Check that all surfaces, including counters, cutting boards, and equipment, are clean and free of food debris.

• Dishwashing Areas: Verify that dishwashing areas are clean, and dishes are washed, rinsed, and sanitized.

• Ensure the kitchen is Clean, Fit and Ready for food preparation.

Food Storage and Handling

• Temperature Control: Ensure cold foods are stored at or below 4°C and hot foods are kept at or above 60°C to prevent bacterial growth.

• Make a Record of Temperature of All Fridges & Freezers in the Log Book.

• Labeling and Rotation: Confirm that all food items are properly labeled with dates and that a FIFO (First In, First Out) system is in place.

Hygiene Standards

• Handwashing Facilities: Check that handwashing stations are clean, stocked with soap and paper towels, and used regularly by staff.

• Employee Practices: Ensure that all Employees are following proper hygiene, including handwashing, glove use, and hair restraints.

Quality Raw Material and Packaging

• Ensure that all Raw Material, Packing Material & Other Consumables Reach on Time as per the Order.

  Yes

  No

  N/A

• Ensure The Quality of all Material Receipt, and check for the GST Bill to Cross check Prices with General Market.

  Yes

  No

  N/A

Inspecting Customer Service Area

Cleanliness and Presentation

• General Cleanliness: Ensure all areas are free of litter, spills, and debris. Surfaces should be wiped down and floors clean.

  Yes

  No

  N/A

• Ensure Clean & Organised Cash Counter & Cash Drawer.

• Ensure the Shop Floor is spotless clean and is Brightly Lighten.

• Offer Daily Prayer for Prosperity of all.

• Cabinet Cleanliness: Check that all Cabinets are promptly cleaned after taking out all the material and Rearranging the material with Proper Tagging.

  Yes

  No

  N/A

• Restroom Cleanliness: Restrooms Must be regularly checked (every 2 hours) for cleanliness, stocked with necessary supplies (toilet paper, soap), and in good working order.

  Yes

  No

  N/A

• Ambient Noise: Ensure that Music system is ON & The level of background music or noise should be pleasant and conducive to dining and conversation. It should not be overly loud or disruptive.

  Yes

  No

  N/A

• Aroma: Ensure that Diffuser is operational with pleasant Aroma of Oud.

  Yes

  No

  N/A

• Visual: Ensure the LED TVs are switched ON with Volume on Mute and Displaying Brand Promotional Signages & videos.

  Yes

  No

  N/A

Display

• Product Presentation: Products should be attractively displayed, with a focus on freshness and appeal. Baked goods, sweets, and other items should be showcased in a way that entices customers.

  Yes

  No

  N/A

• Price and Product Information: Ensure all items are Clearly & Correctly labeled with prices and other product information

  Yes

  No

  N/A

• Expiry: Make sure all Products on Display are well within their Expiry Limits, Must be with Fresh, Shiny & well decorated Look.

  Yes

  No

  N/A

• Hygiene in Display Cases: Check that food display cases are cleaned daily, By taking Out all the Food Material From the Display, Thoroughly Cleaning the inner surfaces & glass facade ensuring that food is protected from contamination.

  Yes

  No

  N/A

Operational Efficiency

• Ensure System is Logged in, POS systems are operational and ready to Bill.

• Ensure Logging into Swiggy/Zomato Accounts, with Menu Updated on Realtime Basis.

• Ensure Card Machine & Payment Scanners are in proper Condition & Position.

• Check the Shop's social media accounts, Google Accounts and respond to any messages or inquiries.

• Ensure loose currency is adequate to perform complete day's operations.

• Menu Availability: Menus Must be readily available, clean, and up-to-date. including physical menus for the Section and any digital menu boards.

• Feedback Mechanism: Look for and evaluate the presence of a system for collecting customer feedback, whether through comment cards, digital screens, or online platforms.

Inventory Check and Ordering Supplies

• Perform a Quick inventory check to identify any immediate needs for the day.

• Take Stocks Requirement for Orders from Chef for day's requirements.

• Ensure optimum stock of Raw Material (Vegetables, Grains, Syrups etc.) for Daily Use in Snacks & Pastry Kitchen Operations, Finished Products

  Yes

  No

• Check Orderbook for any pending orders.

  Yes

  No

• Ensure Optimum Stock of Finished Products & Packaging Material.

  Yes

  No

• The Unit manager's Desk is the only connect bridge between the factory and the outlet, therefore Ensure Proper Ordering through System Indent, & other Means to avoid all sorts of operational challenges.

  Yes

  No

• Check, Recheck, the status of orders Placed to the Factory/Vendor's End, to ensure Accurate, Timely Supplies of Material.

• Ensure all goods received at store are accompanied by a Proper GST Bill?

  Yes

  No

• Carefully check all the Inward Stocks received from Factory Unit or 3rd Party Vendor for its Quality, Quantity, Date of Expiry etc.

  Yes

  No

• Ensure that All bills must be Properly stamped after thorough Inspection, Recorded on Software/System, and Forwarded to the Accounts Department for Timely Reimbursement.

  Yes

  No

• Ensure all Raw material & Packing Material is Duly Transferred to Store, And all Finished Products are put into Proper Display post Labelling as per FSSAI Norms.

  Yes

  No

• Make Sure all the Previous day's carry forwarded material is thoroughly checked for their expiry and arranged on Basis of FEFO.

  Yes

  No

• Place orders for supplies running low, ensuring no disruption in the outlet's operation

  Yes

  No

Quality Control

• Regularly inspect the quality of products being served, ensuring they meet Oasis Baklawa’s standards for their Serving Style, Taste & aroma.

• Perform random Checks on Products in Display for the Signs of Expiration.

• FIFO Must Be Followed for Ready Perishable Products.

• FEFO Must Be Followed for Prepacked Products.

• Sample food items and beverages for quality assurance periodically.

Employee Movement

• Keep a Record of staff movement by Ensuring that each staff member makes a Biometric entry at the time of Moving Out or Returning to the Outlet.

• Each Staff Member is Allowed a Lunch Break of 30 minutes once a day and two 15 minutes Tea Breaks, Make sure to allow movement on Cyclic basis and not all at a time, The operations Must not suffer at any time.

• For Delivery Staff, Note the Time out for delivery, Time in for Delivery, & Distance travelled by recording data through Vehicle's Odometer.

Customer Service Management

• Customer Greeting, by saying " welcome to Oasis Baklawa" and ensure they are receiving excellent service.

• Make sure that staff present on Floor must do upselling, referral selling, sampling.

• Mantain record of all visiting Customers by recording their vital details through system.

• Creating a seperate record for bulk enquiries by the customer in Customer Enquiry Register.

• Contacting Customers with Bulk Enquiries regularly on the basis of Requirement Date & Occassion.

• Develop & Mantain relations with general walk in customers by establishing regular & periodic contact with customer through offers & greetings on WhatsApp API platform

• Handle customer complaints professionally and efficiently, aiming for a positive resolution.

• Customer Discount Offerings is allowed only to the UM of the outlet and within the scope of Company's Policy.

Sales Monitoring and Promotion

• Keep track of daily sales and compare them against targets.

• Promote daily specials or discounts to customers to boost sales.

Staff Supervision and Support

• Monitor staff performance, providing guidance and support as needed.

• Ensure the team is motivated, handling their duties efficiently, and providing excellent customer service.

Accounting & Reporting

• All Discount Vouchers, Cashback Vouchers, Free Bills have to be Signed by Unit Incharge with the Customer's Contact Details and sent to Accounts Department.

• Deposit all the Cash Amount after securing the Imprest Money to the Company's Bank Account & Secure the Deposit Slip in Day Book.

• Prepare & Post Reports to the management

• Petty Cash Report, Along with GST Bills as Proof of Purchases

• Material Inward Report, Along with Discrepancies in Stock Received v/s Bill if Any

• Log Book Report

• Temperature Log Book

• Electricity Consumption Log Book

• Customer Feedback & Complaint LogBook

• Wastage Report

• Production Report

• Consumption Report

Closing Sales and Cash Handling

• Oversee the closing of the day’s sales, ensuring all transactions are accounted for.

• Secure all Cash in Safe along with Tender Receipt

• Record Cash Sales/ Card Sales/Wallet Sales/Cheque Sales/Zomato-Swiggy Sales

• Day Book/Cash Report

• Preperation of Petty Cash Account

• Customer Order/Advances Sheet

Cleaning and Securing the Outlet

• Ensure the team performs a thorough cleaning of the outlet, including Kitchen equipment, Customer Service Area, Dining area, and Restrooms.

  Yes

  No

• Perform deep Cleaning Of Coffee Machine, along with Disposal of Coffee Powder Waste.

  Yes

  No

• Transfer all stocks from Display Cabinets to Storage Refrigerator & Freezers

  Yes

  No

• Perform Pest Control

• Install Rat Bait Station & Entry Points

  Yes

  No

  N/A

• Application of Anti Cockroach/Insect Gel or Spray.

  Yes

  No

  N/A

Debriefing and Feedback

• Conduct a short debriefing session with the staff to discuss the day's operations, challenges, and gather feedback.

  Yes

  No

• Provide constructive feedback to staff and acknowledge exceptional performances.

  Yes

  No

Preparation for the Next Day

• Pre-plan the next day’s staffing and inventory needs based on the current day’s sales and any anticipated promotions or events.

  Yes

  No

• Ordering Raw Material For Next Day Operations.

  Yes

  No

• Refilling Consumables & Packing Material For Next Day Operations.

  Yes

  No

• Leave notes or instructions for the morning staff regarding specific tasks or priorities.

  Yes

  No

Closing

• Check all appliances/POS are turned off and secure the outlet, including setting any alarms.

  Yes

  No

• Carefully Turn Off the MCB Circuits, ensure Refrigerators are Remained ON.

  Yes

  No

• Double check the Locks of the Outlet & Ensure No Entry Point Remains unlocked

Kitchen & Storage Management

• Health and Safety Postings: Check that all required health and safety notices are posted visibly for staff.

  Yes

  No

  N/A

• Licenses and Permits: Ensure that the kitchen operates with up-to-date health licenses, permits, and food safety certifications.

  Yes

  No

  N/A

• Disposal Systems: Inspect garbage disposal and grease trap systems to ensure they are functioning correctly and are regularly maintained.

  Yes

  No

  N/A

• Waste Disposal: Verify that waste is being properly segregated and Regularly Disposed.

  Yes

  No

  N/A

• Proper Storage: Ensure chemicals and cleaning agents are stored away from food preparation areas and are clearly labeled.

  Yes

  No

  N/A

• Adequate Ventilation: Ensure the kitchen is well-ventilated to remove heat, steam, and cooking fumes.

  Yes

  No

  N/A

• Proper Lighting: Check that the kitchen is well-lit, especially in areas where food is prepared and cooked.

  Yes

  No

  N/A

• Fire Safety: Verify that fire extinguishers are accessible, the suppression system is functional, and staff are trained on emergency procedures.

  Yes

  No

  N/A

• First Aid: Ensure a fully stocked first-aid kit is available and accessible.

  Yes

  No

  N/A

• Slip and Fall Hazards: Look for wet floors, loose rugs, or any other hazards that could cause slips or falls.

  Yes

  No

  N/A

• Evidence of Pests: Look for signs of pests, such as droppings, nests, or damage to food packaging.

  Yes

  No

  N/A

• Pest Control Measures: Ensure that there are adequate measures in place to control pests, including traps, seals around doors and windows, and regular professional pest control services.

  Yes

  No

  N/A

• Utensil Maintenance and Cleanliness: Inspect equipment and utensils to ensure they are in good condition, properly maintained, and clean.

  Yes

  No

  N/A

• Utensil Proper Use: Verify that kitchen tools and equipment are being used and stored correctly.

  Yes

  No

  N/A

Inventory Management

• Conduct a detailed Weekly inventory check to manage stock levels and order supplies accordingly

  Yes

  No

  N/A

• Create Forecast for Ordering Based on Past Trends

  Yes

  No

  N/A

• Wastage Control by Controlling excessive Ordering /Production

  Yes

  No

  N/A

• Pilferage Control through constant Inventory Checks

  Yes

  No

  N/A

Safety & Accesibility

• Emergency Exits: Ensure emergency exits are clearly marked, unobstructed, and easily accessible.

  Yes

  No

  N/A

• Safety Signage: Check for the presence of appropriate safety signs (e.g., wet floor signs) and that they are used when necessary.

  Yes

  No

  N/A

Training & Skill Development

Staff Training and Meetings: Organize monthly staff meetings to train employees on new products, customer service skills, and safety protocols.

• Make Sure that all employees must undergo proper training on Product knowledge & its Handling, specially for the designated section.

  Yes

  No

  N/A

• Make Sure that all the employees have the knowledge of Operating POS systems.

  Yes

  No

  N/A

• Make Sure that all employees instructed on safe/proper techniques of handling & maintaining equipments.

  Yes

  No

  N/A

Reporting & Analysis

• Sales and Revenue Report: Total sales, sales by category, average transaction value, comparison to sales targets.

• Production Report: Units produced, category wise production rate (units produced per day), production costs.

• Quality Control Report: Number of quality checks conducted, pass/fail rates, customer complaints, corrective actions taken.

Maintenance Check

• Lighting Issues

  Yes

  No

• Equipment Working Issues

  Yes

  No

• Internet Working Issues

  Yes

  No

• Telephone Issues

  Yes

  No

• CCTV Camera & DVR Issues

  Yes

  No

• POS Machines & Computer System Issues

  Yes

  No

• Furniture & Fixture Issues

  Yes

  No

Financial Reporting

• Monthly Sales Report

  Yes

  No

• Monthly Expense Report

  Yes

  No

• Sales V/s Target Ratio

  Yes

  No

• Preparation of Unit's P&L Account

  Yes

  No

• Maintenance Checks: Did you Schedule regular maintenance for kitchen equipment and facility utilities to prevent unexpected breakdowns?

  Yes

  No

• Yes

  No

Reports & Analysis

• Inventory & Supply Chain Report: Complete Inventory Evaluation, Inventory turnover rate, stock levels vs. optimal levels, supplier lead times, wastage rates.

• Employee Performance & labour Report: Category wise-Labor hours vs. Sales, Overall & Category Wise-Labour Cost v/s Sales, employee turnover rate, absenteeism rate, Employee Grooming Issues, Actions Taken.

• Customer Feedback & Market Trends Report: Customer satisfaction scores, Product Category wise market trends, competitive analysis. Day wise/Week Wise/Month Wise/Seasonal Sales Trend.

• Yes

  No

  N/A

Employee Reports

• 360' Performance Evaluation Report

• Identify and reward the Best Performers

  Yes

  No

• Who is the Best Performer & Why, Stating All Parameters.

• Identify & Boost Morale for Non Performers

• Penalise/Take Disciplinary Action Against Worst Performers.

  Yes

  No

  N/A

• Location of Reporting
  Address

• Check Out Time

  Date

• Signature

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