Objective: Provide friendly and efficient service, record orders accurately, increase sales through suitable recommendations, and maintain accurate cash handling.

1. Station Preparation and Shift Handover
   • Report to work in the approved uniform with a clean and professional appearance.
   • Count the opening cash float with the Shift Supervisor or Store Manager. Record the actual amount and sign the handover form.
   • Use the opening float amount approved for the store.
   • Report any discrepancy before starting sales.
   • Check that the POS system, payment terminal, and receipt printer are working. Ensure sufficient receipt paper and change are available.
   • Review available and unavailable products, prices, and approved promotions.
2. Greeting and First Impressions
   • Welcome guests with a smile, eye contact, and a calm, clear voice.
   • Aim to greet or acknowledge each guest within the first five seconds, even when busy.
   • Keep the greeting brief: “Welcome to Darat Al-Qahwa. What can I get for you today?”
   • Avoid personal phone use and side conversations while serving guests.
   • Thank guests for waiting during busy periods and request support when needed.
3. Product Knowledge and Order Accuracy
   • Know product names, sizes, prices, main ingredients, and available additions.
   • Confirm relevant details: hot or iced, size, quantity, and dine-in or takeaway.
   • Record modifications in the POS system, including milk choices and additions. Communicate important details to the preparation team.
   • Repeat the order and confirm the final amount before payment.
   • For allergy questions, consult approved ingredient information and inform the preparation team. Never guess or promise that a product is allergen-free without verification. Allergen disclosure requirements apply to cafés and bakeries. Saudi Food and Drug Authority

4. Relevant Upselling

   • Make one brief recommendation that suits the guest’s order and the time of day.
   • In the morning, suggest a croissant with coffee or orange juice with a suitable meal, depending on availability.
   • In the evening, suggest a slice of cake or dessert with coffee.
   • Offer a larger size or an additional flavor when appropriate, and clearly explain the additional price.
   • Obtain the guest’s agreement before adding any item.
   • Respect the guest’s decision and avoid repeating the offer after they decline.

   Example: “Would you like to add a croissant with your coffee? It is … SAR.”

5. Darat Al-Qahwa Loyalty Program

   • Ask about the loyalty program before completing payment so the guest can collect points or redeem an eligible reward correctly.
   • Explain redemption conditions according to the approved program.
   • Make sure the transaction is linked to the correct guest account.
   • Never use an employee’s account or another person’s account to collect the guest’s points.
   • If the guest requests a reward redemption after payment, follow the approved correction process with the responsible supervisor.

   Complimentary items and loyalty redemptions must follow their specific procedures in the POS system. They should not be treated as ordinary payment methods such as cash or Mada.

6. Payments and Cash Security
   • Confirm the total and select the correct payment method in the POS system.
   • For cash payments, confirm the amount received, calculate and count the change before handing it over, and close the drawer.
   • For electronic payments, confirm successful payment through the terminal or approved system. Do not rely solely on a screenshot shown by the guest.
   • If a payment fails or remains pending, check its status before asking the guest to pay again to prevent duplicate charges.
   • Never share POS login details or allow another employee to use the assigned cash drawer without a documented handover.
   • Keep personal money separate from company cash.
   • Do not remove or pay out money from the drawer without approved authorization and supporting documentation.
7. Discounts, Voids, Refunds, and Complimentary Items
   • Process discounts, voids, refunds, and complimentary items according to approved authorization levels.
   • Obtain approval from the authorized person and record the reason.
   • Check the original receipt, relevant products, and amount before processing a refund.
   • Follow the approved refund procedure appropriate to the original payment method.
   • Correct mistakes through a documented process. Never delete a sale or create a replacement transaction to conceal an error.
   • If the POS system stops working, notify the supervisor and follow the approved contingency procedure.

8. Receipt Handover and Communication with the Preparation Team

   • Provide the receipt through the approved method and explain where the guest should collect the order.
   • Confirm the expected preparation time with the team before advising the guest.
   • Avoid promising a preparation time that has not been confirmed.
   • Use the guest’s name with their agreement, or use the order number to prevent confusion.
   • Make sure the barista or bakery team receives and understands important order modifications.
   • Inform the guest of delays or mistakes and follow up until the issue is resolved.

   Example: “Thank you. Your coffee will be ready at the bar, and your manakeesh will take approximately … minutes.”

9. Station Cleanliness and Team Support
   • Keep surfaces clean and arrange equipment, supplies, and receipts neatly.
   • Check the expiry dates and packaging condition of displayed products. Report any unacceptable item.
   • Keep cleaning chemicals away from food and packaging materials.
   • Follow handwashing procedures and use suitable utensils when moving from cash handling to food preparation.
   • Support the team during quiet periods after securing the cash drawer and arranging coverage for the cashier station.
   • Communicate clearly and respectfully. Support colleagues while staying within the responsibilities and authority of the cashier role.
10. Complaints and Escalation
    • Follow these steps: Listen, apologize for the experience, provide a solution within your authority, and thank the guest.
    • Avoid arguing or blaming a colleague in front of the guest.
    • Follow the company’s reporting sequence: Shift Supervisor, Store Manager, then the next authorized management level.
    • If the responsible manager is unavailable, or the complaint concerns that manager, use the approved alternative reporting channel.
    • Emergencies or situations threatening safety require immediate action under the emergency procedure.
    • Try to resolve complaints calmly in the store while respecting the guest’s right to contact the relevant authorities.
    • Record the complaint and the action taken to help prevent recurrence.
11. Shift Closing and Cash Handover
    • Review open checks, voids, discounts, and refunds before closing.
    • Reconcile cash and electronic payments against the system reports.
    • Count the cash with the responsible supervisor, separating the opening float from sales takings.
    • Record every shortage or overage. Recount the cash and review transactions before identifying the cause.
    • Do not use personal money to conceal a shortage, take an overage, or transfer a discrepancy to another shift to hide it.
    • Complete and sign the cash handover form.
    • Record any outstanding orders or important information for the next shift.