Your go-to reference for consistent, efficient, and quality operations. Follow these guidelines to ensure smooth workflows across all branches. Click any memo to download the official PDF file.
Reservations & Guest Handling
Individual Guest Reservation Policy
Reservations for individual guests must be recorded in the system with full payment for specific seats and check-in on arrival; reserved seats are protected until no-show notice. Reservations will only be accepted for check-ins between 8:00AM–12:00PM and held for 30 minutes; late arrivals will forfeit their reservation.
Guest Compliance & Communication
Interbranch Consumption of Prepaid Plans
Guests may use prepaid plans across branches; operations staff must verify, check-in, and record usage accurately in the system.
Facebook Page Inbox Management
Operations Associates must promptly respond to FB and SMS inquiries, send reservation links, confirm bookings, and encode reservations in the system.
Standard Check-In and Check-Out Communication Procedures
Operations staff must verbally inform guests of check-in/check-out times and fees to ensure transparency and avoid confusion.
Guest Experience & Community Engagement
Chair Me Up Program
Portions of revenues from designated seats are donated to partner NGOs to support student education, and staff are encouraged to promote awareness of the program.
Staff Conduct & Operational Discipline
Visibility of Laptops on CCTV
Front desk laptops must be fully visible on CCTV at all times to ensure transaction security and accountability.
Use of Electronic Gadgets While on Duty
Staff are prohibited from using personal electronic devices while on duty; company-provided devices must be used for official tasks only.
Roles and Responsibilities
Operations Officers are responsible for daily branch operations, including cleanliness, supply management, transaction auditing, guest service, staff supervision, and achieving revenue targets.
Grooming & Uniform Standards
Grooming Standards
All employees are required to maintain high personal hygiene, strictly follow grooming and uniform standards, including black polo, khaki bottoms, white shoes, and adhere to rules for hair, makeup, jewelry, and body marks.
Attendance, Timekeeping, and Punctuality
Attendance Policy (Marketing Dept.)
Marketing staff are required to log in/out via the Facebook Attendance Chat and complete 8-hour shifts, 6 days per week.
Timekeeping Policy
All personnel must record time-in/out in both Messenger and the Attendance Logbook; violations result in deductions or disciplinary action.
10-Minute Grace Period
Staff are allowed up to a 10-minute grace period for late reporting; minutes beyond this may be deducted, and habitual abuse may result in HR review.
Financial & Asset Management
Policy on Deposit of Daily Collections
Operations Officers must deposit daily collections once they reach Php10,000, verify amounts, submit deposit slips, and are accountable for any discrepancies.
Settlement of Monthly Bills
Operations Officers must ensure timely payment of monthly branch bills, verify accuracy, upload billing statements, and record transactions in the system.
Asset Inventory Procedures
Operations Officers must conduct an initial and monthly inventory of company assets, report discrepancies immediately, and ensure records are accurate.
Employee Benefits & Incentives
Branch Performance-based Monthly Incentive Program
Operations staff will earn monthly cash incentives based on gross profit, guest feedback, FB response metrics, and repeat guest numbers.