1. Booklet

2. Dear Valued Newcomer
On behalf of the Bread & Butter team, we
would like to welcome you as our newest
team member. We are proud to have you on
our team, and we hope you will have a great
time here at B&B.
Since inception, our team has been expanding
rapidly, and all hosts are getting to know each
other in a new environment. As B&B is a new
company, some of the set-up might not be
ready at this stage, but we ask for your help in
completing all tasks so our job will be easier
and more fun.
As part of the B&B Team we need to keep the
communication flowing. Most importantly, we
have to be a strong, confident, and fun team!

3. COMMUNICATION IS CRUCIAL IN ALL
BUSINESS
This induction booklet gives you a brief
overview of our department, which will give
you an overview of our goals, vision, and
principles. Of course, my office door is always
open to everyone; should you wish to visit me
for a chat, a question, a concern, or a
recommendation, please do so at any time.
As our department evolves during the times
ahead and as we learn more from our guests,
some of the standards and best practices
might change. So, to be sure you have the
latest procedures and practices booklet
,please check with our human resources
department regularly for the latest updates.
Once again, we wish you a great future with
us, and we look forward to happy, healthy,
and long-lasting team work!
Management Team,
General Manager,
Jad Kassas

4. Content
01 Departmental Goals
02 The Essence Of F&B Staff
03 The Golden Rule In F&B Operation
04 Food & Beverage Team Qualifications
05 Departmental Guidelines
06 F&B Staff Manners And Attitude
07 F&B Opening Hour
08 Environmental Issues
09 Operating Language

5. 01
Departmental Goals
It is our aim to exceed our guests’ dining
experience expectations through providing
excellent and proactive service, creative and
delicious food, unique design and ambiance,
and offering customized dining experiences.
Our aim is to provide excellent and proactive
services along with creative, delicious, and
uniquely designed food that challenges our
customers’ senses while offering them
customized and unforgettable dining
experiences.
We will stay ahead of our competition and we
will set the trend in dining - not only in
Jeddah,
but also in the Kingdom.
We aim for international recognition of our
services, and we will do our best to compete
with the best worldwide.
Our vision is to be the trendsetters in dining
brands, and to have brands that compete for
the top spots locally and internationally.
Our target point-score from the guest
questionnaire for service is 95%, and for
cuisine is 92%. Our food cost target is set at
different benchmarks for each outlet.

6. 02
The Essence of F&B Staff
We will be known for our unique food and
beverage experiences. We do not offer
guests dinner we offer guests an
experience. Each experience is carefully
designed so that it is unique and that we
always exceed the guest’s expectations. To
do this we need a great team - people that
love their profession and have passion and
respect for the service industry. We serve
people 18 hours a day.
Our customers’ experiences will be our
“Bread & Butter”. Each experience should
be carefully designed and tailored to awe
(or wow) our customers. Such experiences
can only be achieved by our staff giving
their 100% everyday – they need to be
dedicated, passionate, and respect the
industry.
All our customers are our cherished
guests, regardless of age, ethnicity, and
nationality. Fellow team members are
also guests.
As mistakes are inevitable, we should put
an extra effort in minimizing them as
much as possible as our department is
very visible; meaning that guests can see
our mistakes easily and it is often difficult
to recover. We have designed a special,
customized training plan for every host so
That he can learn how to deal with guests
in a professional manner. However, there
are a few fundamental guidelines
required to work in the food and
beverage industry. Below are some of
them:

7. 03
The Golden Rule In F&B
Operation
Competition is increasing in the
hospitality industry In order to stay ahead
of the competition, we have to be able to
implement, change, develop, and act
faster than any other restaurant or kiosk
does.
All F&B team members have to be creative
and pay meticulous attention to details.
We must be innovative, creative,
intelligent, motivated, fun-loving, caring,
and have great teamwork.

8. 04
F&B Team Qualifications
During the interview and selection
process, staff are screened based on many
factors. A few of these qualifications are
as follows

9. Intelligence
With a vast amount of knowledge to acquire, a number of duties that need tobe performed quickly,
carefully, and accurately, and a vast number of people to deal with cheerfully and courteously, F&B
Service members need to have considerable intelligence. Quickly on-the-spot decisions, often
without the possibility of help from a supervisor, also require intelligence.
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Manner
Behavior and body language are crucial in the F&B Service industry. Walking slow leaning, or
slouching communicates disinterest and guests pick up on that and form negative impressions of
the experiences. In the service industry it is required to be polite, friendly, confident, warm and
open to feedback. Common courtesies like saying please and thank you are a must, and dealing
with challenges and complaints should be with a positive mind set
Self-respect
Getting the respect of colleagues and guests entails having self-respect and respecting others. F&B
Service members should conduct themselves with self-respect and due respect.

10. Enthusiasm
It is essential that an F&B host enjoys working with people. He/She must also be enthusiastic about
learning new things and growing. Enthusiasm will help you in your career even if your skills are not
up to par.
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Confidence
An F&B Host must display confidence in his mannerisms and abilities to serve. He must also be well
groomed and have confidence in his appearance
Speed
There are times when there is nothing to do and others when you are extremely busy. These are
called peak times. Although we can see it coming, because of lots of factors, you cannot plan for
everything and this causes stress. However, a good host will be pro-active and act quickly,
efficiently, and correctly.
Doing things right the first time will save you during peak times. Mistakes can seriously cascade
additional problems and affect the whole team.

11. Diligence
Working with valuable materials and equipment requires diligence. You should learn to do things
correctly and practice doing everything carefully and quietly, until you become skillful at it. Doing
things wrongly when guests and supervisors are not watching and trying to do them correctly when
they are watching will only hinder your skills development. It is just as easy to do things the right
way as it is to do them the wrong way.
By practicing good working habits you will soon pick up speed. Working carefully will help prevent
injury to yourself and others.
Hygiene is a serious issue in the F&B industry. You could seriously injure people by not working
cleanly or by not keeping good housekeeping.
Food poisoning is a very real concern, even in five star restaurants diseases or bacteria does not
have to be in food; It can be on your hands, napkins, towels, uniform, body, table, crockery, cutlery,
water, etc.
You must take responsibility in every task you do to protect the guests and yourself from getting
sick.
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12. Capability
By practicing good working habits, you can develop your capability. A capable person is always
looking for ways to learn and improve. He/she plans and works efficiently in the best interest of the
clients and the establishment.
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Initiative
This means doing what has to be done without waiting to be told. A good restaurant or kiosk host
knows what work has to be done and does it without having to be reminded constantly. He/she
sees new ways to improve old methods.
Dependability
As much as we think we are independent, in our profession we are dependable on each other. We
need each other to do our work. The chefs need the stewards, the waiters need the chefs and the
stewards need the chefs and so on. You must find a balance between being independent and
dependable that you need others in order to do your job and that others.depend on you.

13. Loyalty
Loyalty between host (employee) and employer is crucial. The employer is committed to a long-
term development plan for each host, and the host should be committed and loyal to the company.
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Receptivity
Directions whether written or verbal need to be taken positively. As our standards are unique within
the F&B industry we will receive directions to adapt and learn new methods or think outside the
box. This helps us to be better professionals and we should be receptive to it.
Honesty
All hosts need to be honest at all times regardless to what kind of mistake is made. Lying will result
in general distrust, which leads performance to decline.

14. Tolerance
Keeping an open mind with all people at all timesand respecting their opinions even if you disagree
with them is crucial to promote harmony within the team and company.
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Criticism
Criticize yourself and learn from your mistakes. Mistakes are never penalized within our team as
long as you learn from them and strive to eliminate them.
Friendliness
Be friendly with your colleagues, new employees, and guests, but do not allow friendliness to
become familiarity.

15. 05
Departmental Guidelines
In addition to the restaurant rules and
regulations listed in your employee
handbook there are a few departmental
guidelines that all hosts are kindly asked
to follow:

16. Hygiene & Attire
Staff are expected to shave their beard daily and to maintain neat haircut.
Finger Nails must be cut short and clean.
Jewelry must not be worn on duty with the exception of wedding rings.
Only plain black or silver watches are permitted.
All cooks must wear a cook’s hat (toque).
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Smoking
Smoking is not permitted by any host or employee in any of the food and beverage premises; this
includes all stores, restaurants, kitchens, kiosks, BOH, etc. Smoking is only permitted in the
designation smoking areas marked with a sign. Smoking anywhere other than the designated
smoking areas will result in final written warning
Rest Rooms
Using the restroom is, of course, permissible but please inform your supervisor. Washing hands
afterwards is a must.

17. Washing Hands
Staff are expected to shave their beard daily and to maintain neat haircut.
Finger Nails must be cut short and clean.
Jewelry must not be worn on duty with the exception of wedding rings.
Only plain black or silver watches are permitted.
All cooks must wear a cook’s hat (toque).
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Uniforms
Hosts are not permitted to enter F&B areas without their complete uniforms. F&B hosts are not
permitted to work if the uniform is not complete. In such a case report to your supervisor and
explain why the uniform is not complete. If this is due to your own mishandling you will be marked
absent for the duration oftime your uniform is not complete and will not be allowed to work.
Staff entering kitchen areas should always have a complete uniform. Private clothes, without
exception, are not allowed to a care not permitted to enter any FOH area without complete uniform
at any time. This could lead to strong disciplinary action.

18. Beverages
Each BOH outlet will have an allocated coffee, tea, and water station where you may have a cup of
tea or coffee during work. Please do not use the guest coffees and teas.
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Eating
Eating in all F&B areas is not permitted. Eating in FOH areas without permission of the supervisor
could lead to strong disciplinary actions. Eating in the BOH areas can be approved in special cases
by the chef or executive sous-chef. Please obtain approval first. All other meals are otherwise to be
consumed in the employee restaurant.
Working Hours
Any position in the kitchen, restaurants, or kiosks, and subsequently stewards, are requested to be
able to work split shifts. Although maximum efforts will be put into minimizing this as much as
possible, it is unavoidable during peak seasons. All hosts across the departments are required to
report for duty in complete uniform not later than 10 minutes prior to the start of the shift.

19. Tardiness
All staff are required inform their supervisors in advance and obtain approval before coming late for
their shifts. Hosts coming late without prior notice should report first to their supervisor before
starting work.
In either case, the designated form needs to be completed. Tardiness for whatever reason will be
recorded and tardiness without prior approval will be evaluated during appraisals.
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Off Duty
Host are not permitted to leave their assigned stations without supervisor approval. Hosts stationed
in FOH areas must find a replacement before they could leave their station, which the supervisor
can help with. In no circumstance should the stations be left unattended. The same applies for all
FOH areas in all F&B sections.
Conflicts & Arguments
Conflicts and/or arguments must be controlled and avoided. If you do not agree with a co-worker or
supervisor, resolve the matter politely and professionally or inform the next available supervisor
according to your reporting line. You may go all the way to the HOD if necessary. However, foul
language or any form of violence will not be tolerated under any circumstance.

20. Mobile Phones
Mobile/cellular phones are not permitted while on duty in the FOH and BOH unless approved for
restaurant purposes by HOD. Action will be taken against hosts found with mobiles in FOH.
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Sick Leave
Supervisors must be informed in advance (the day prior or before shift commencement) when
taking a sick leave.
Short periods of sick leave such as two-three hours are not accept able; for instance, coming late
because of a headache will not be tolerated.
Days Off
Days off may vary from week to week. This will be done upon consulting with each host first.
However, days off cannot be accumulated over more than a period of 4 days in a month.

21. Public Holidays
Public holiday time off can be carried forward (taken at a later date). I is departmental policy that
we try to minimize outstanding days as much as possible. Therefore, you might be required to take
those days during off-peak times (slow periods/days).
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Training
Occasionally, there will be training sessions outside of work hours. During the pre-opening stages,
these training hours will not be paid, but will be discussed with you prior to the training.
Attendance of job-related training is mandatory, but you may voluntarily attend non-job related
training during off-duty hours, with the exception that they are part of the host career-development
plan, in which case you can attend them during work hours.
Storage Issues
Employees may not take anything from storage without approved Storage Requisition. In case of
emergencies, the Storage Keeper may issue an emergency order/acceptance. However, an approved
Storage Requisition must be filed after the emergency.

22. Overtime
Overtime can only be assigned by your supervisor, not by yourself. However, if you think OT is
unavoidable, inform your supervisor so that he reviews the situation and decides whether or not OT
is required.
OT must be recorded, and will not be financially compensated if it can be taken in other time (days
off). However, OT and method of remuneration, be it in pay or free time, will be discussed with you
before hand by your supervisor.
A record of the completed OT form must be kept in the employee file at the office. It is only possible
to claim OT with your copy of the form.
Every end of the month your OT will be calculated and redeem all the hours or days that your awe
to the company.
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Purchasing
The Chef and the GM must sign Daily Procurement Lists and Special Urgent Orders.

23. Kitchen Food & Left over’s
Food in the kitchen is for GUEST USE ONLY. Taking any food from the kitchen without the Sous
Chef’s and his superior’s approval will be considered stealing. The Sous Chef decides which food
leftovers are for staff use and which can be re-used.
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Cleaning
All cooks are expected to clean their own working area such as tables, refrigerators, shelves,
cabinets, etc. Stewards are expected to clean the rest. Waiters are expected to clean their own
working area such as cabinets, coffee making areas, etc., and are expected to help clean the
stewards’ glasses and cutlery.
Job Description and P&P
You have or will receive a Job Description stating clearly what your duties are and what the
Management expects from you.

24. F&B Positions
Positions and career paths are clearly stated in the F&B Organizational Chart. However, all F&B
Supervisors are in charge of ALL outlets, and all F&B Service Staff are required to work in ALL outlets
if needed. Strong internal F&B cross training is a must.
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25. 06
F&B Staff Attitude & Manners
To be a more successful F&B employee,
B&B firmly believes that you must:
01 Smile
02 Leave your trouble at home.
03 Be a good listener
04 Get the order right
05 Learn the names of guests and use them
06 Maintain a well-groomed appearance
07 Efficient
08 Excellence
09 Have Manner

26. Smile
What are we trying to say here? Simply this, your mental outlook on the job must be good if you are
going to perform a good service. And don’t forget a smile - it means so much to help you reach this
outlook, so that first suggestion of good service comes into play-smile - when you greet your
customer, say something really big, like “‘good morning” or “good afternoon” or “good evening” or
“it is a nice day isn’t?” when you smile at a person he usually smiles back.
“It takes 150 Muscles to Fawn, but only 88 to Smile”
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Leave your trouble at home
We realize that as human beings not everything goes well every minute of our lives. A sick sister or
one can get you into an argument at home before you go to work. However, keep yourself
professional, remember some other people are not interested in your personal life.
Be a good listener
You learn more by good listening than by “chatting”.

27. Get the order straight
Always be ready and concentrate yourself to take an order from the guests. Once you have taken
the order be sure that you did not misunderstand. Repeat it back in a polite way. Just remember, if
something can be misunderstood it will be misunderstood.
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Learn the names of guest and use it
Here are some people who are regular guests at a kiosk or restaurant; he comes back for many
reasons. But the waiter or salesman should give him another reason to come back - the use of his
name. Do not be afraid to call him by name. (That sweet sound)
Excellence
This one probably calls for you to give yourself some pressure. A little pressure is good since it
makes you push yourself harder. Strive for excellence in everything you do. Do not be contented
with good, always aim for the great. Exceed expectations by knowing good is sometimes not good
enough. Give everything your utmost best. You will naturally see how this becomes your career
booster.

28. Personal hygiene and appearance
Hair
Let us start at the top and work down the hair should be cleaned and combed short.
Face
Talking about the face - each one of use has his own, some are have and that’s it, but we do have
the responsibility of keeping it clean.
Men should shave daily - no one likes to see the “nabs”
Teeth
Part of that face of yours is the teeth and the odor comes out from the mouth.
Fingernails
Another part of good grooming is the hands and particularly the fingernails. They should be kept
clean. To me, there is absolutely no excuse for dirty fingernails. We found that by keeping my nails
clipped short, dirt is not able to get under them.
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Efficient
Strive to be the most efficient, to be efficient means your performing or functioning effectively with
the least waste of time and effort, when you are effective, you are producing the intended result,
and that means you are capable and competent.

29. Manners
01 Practice good manners on and off duty and it will become part of you.
02 Do not forget to say, “Please” and “Thank you”, “You are welcome” Remain polite at all times.
03 “Act and behave like a well conduct gentleman and you will be treated in the same way”
04 Scratching and leaning in public area will not be tolerated.
05 Walk in the public area at a brisk pace but do not run
06 To be sure of success, you must always keep a very good appearance.
07 A well-groomed member of the staff inspires confidence in the guest.
08 Speak clearly and listen carefully to the guests or your supervisor
09 Make sure you understand that the guests is asking you, at all times.
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30. 07
Opening Hours
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Barista
07:00 AM - 03:00 AM
Shalimon
11:00 AM - 03:00 AM
Ghanouj
11:00 AM - 03:00 AM
BTY
11:00 AM - 03:00 AM
Kebdoz
11:00 AM - 03:00 AM
Lillzy
TBA
Ghanouj Lebanese Cuisine
9:00 AM - 03:00 AM

31. 08
Environmental Issues
Our F&B Department is and must be the
leader in environmental issues in Jeddah.
The following guidelines must be followed
strictly:

32. Garbage
Must be sorted according to the following:
01 Wet Garbage (biodegradable garbage) for compost making
02 Paper Garbage (paper and cartons only)
03 Plastic Garbage (plastic only)
04 Glass Garbage
05 Non-Reusable Garbage (Batteries, Tins, Aluminum Tins, etc.)
06 (Waste Oil) Chief Steward must at all times check that this is separated properly from other garbage.
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Wet Garbage
All wet garbage to be separated in the kitchen and stewarding areas. All waiters, cooks, and
stewards are responsible for sorting wet garbage into the assigned containers.
Paper Garbage
All papers and cartons must be kept dry and sorted together. Someone will pick up this garbage and
send it to a burning area/recycling. TBA

33. Plastic Garbage
Ensure that all Plastic is separated from other garbage.
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Glass Garbage
For sell - TBA
A formal breakages form should be used for all broken glass (such as, glasses, cups, plates etc.). The
non-broken once will directly thrown in the garbage, broken and non-broken should separate in a
garbage bag and should be more careful to avoid any harm.
Bad Garbage
TBA
Waste Oil (Waste Cooking Oil)
Ensure to keep all waste oil; waste oil can be sold.

34. 09
Operating Language
Our operating language is English. English
only must be spoken in all FOH areas and
especially around guests Arabic can be
used internally in non-guests areas.
However, should a guest speak to you in
Arabic, you may answer in Arabic,
especially for Arabic guests. This is the
only exception.
All F&B telephones (BOH and FOH) are
answered in English with: Thank you for
calling (…outlet name…). This is. (…host
name…) speaking, how may I help you?
When using a digital phone, and once the
guests have introduced themselves and
you know whether it is a Mr. or Mrs., refer
to the guest by name from that moment
onwards.

35. P.O Box 140996, Jeddah 21333
Saudi Arabia
T. +966 02 228 7657
Info@bnb-intl.com
bnb@bnb-intl.com
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