1. Buen Cafe’
Employee Handbook
[5-2-13]

2. Welcome to Buen Cafe’ !
Dear Employee:
You and Buen Cafe’ have made an important decision: The Company has decided you
can contribute to our success, and you've decided that Buen Cafe’ is the organization
where you can pursue your career productively and enjoyably.
We believe we've each made the right decision, one that will result in a profitable
relationship. The minute you start working here, you become an integral part of
Buen Cafe’ and its future. Every job in our company is important, and you will play a
key role in the continued growth of our company.
As you will quickly discover, our success is based on delivering high quality products
and providing unsurpassed customer service. How do we do it? By working very hard,
thinking about our customers' needs, and doing whatever it takes. We do it by treating
each other and customers with respect. We do it by acting as a team.
Should you have any questions concerning this handbook, your employment or
benefits, please feel free to discuss them with your supervisor or manager.
Again, welcome!

3. INTRODUCTION & DESCRIPTION OF COMPANY
Buen Cafe’ is a coffee shop devoted to preparing some of the best local brewed coffee
in the Philippines. We strive to bring the absolute highest quality product and
service to our customer for a fair price.
Every barista should be proud to work at Buen Cafe’ . They should also be friendly and
knowledgeable about the types of drinks we can make. Every barista will also
learn the art of cupping and tasting coffee so that they can describe with
reasonable accuracy the coffees they serve. They will also learn the basics of
roasting and levels of roast and how they affect the flavors of a coffee. Baristas
are encouraged to learn about every aspect of their job, including blending local
brewed coffees, the history of coffee, scientific facts about coffee and even barista
competitions. They must absolutely learn how to make drinks properly. This
includes adjusting the espresso grinder, tamping, pulling a shot and frothing milk.
Anyone who cannot or will not do these things cannot be a barista.
In the world of local brewed coffee, Buen Cafe’ is an indicator of excellence, of
something done right and it is the same sort of excellence we strive to bring our
customer with everything we do.
Excellence, as it relates to coffee, needs to include ethical and moral issues in addition
to preparatory and service issues. No drink can be “excellent” if it cheats anyone down
the line from the customer to the farmer. For that reason we try to use only natural
ingredients in all of our drinks and deal with vendors that are careful about where they
source their product. This includes things such as beans from different regions of the
Philippines and tea and other consumables but most importantly coffee. Buen Cafe’
makes every effort to assure that every coffee it sells comes from a farm where the
workers earn a living wage and are treated fairly.
Our resources in that regard are fairly limited but because true “Good Coffee” demands
it, we do our best to make sure everything “from seed to cup” is how it should be.

4. CONFIDENTIALITY AGREEMENT
Information that pertains to Buen Cafe’'s business, including all nonpublic information
concerning the Company, its vendors and suppliers, is strictly confidential and must
not be given to people who are not employed by Buen Cafe’ .
Please help protect confidential information - which may include, for example, trade
secrets, customer lists and company financial information - by taking the following
precautionary measures:
1. Discuss work matters only with other Buen Cafe’ employees who have a
specific business reason to know or have access to such information.
2. Do not discuss work matters in public places.
3. Monitor and supervise visitors to Buen Cafe’ to insure that they do not
have access to company information.
4. Secure confidential information in desk drawers and cabinets at the end of
every business day.
Your cooperation is particularly important because of our obligation to protect the
security of our clients' and our own confidential information. Use your own sound
judgment and good common sense, but if at any time you are uncertain as to whether
you can properly divulge information or answer questions, please consult a Buen Cafe’
officer.
JOB DUTIES
(All duties are as follows but not limited to)

5. Cashier and Service
♦ Always greet customers with a friendly smile and greeting as they approach the
counter even if they are not yet ready to order, simply to acknowledge that you
are ready to answer questions and take their order when they are ready.
♦ Check all displays for cleanliness and organization.
♦ Check that price tags and labels are visible and correct.
♦ Keep display cases full at all times.
♦ Use symbols for tracking orders as it begins to get busy.
♦ Use notes to add customer names for take out orders.
♦ Cash payments only
♦ Always tell the customer thank you and to have a nice day at the end of a
transaction.
♦ Never leave the cash drawer open unattended.
♦ Feel free to call the barista to help describe items that you may need help with.
♦ Brew coffee as needed but coordinate with the manager to brew less as you
approach closing time.
♦ Never brew both sides at the exact time, wait for running water sound to stop
before running second side. Do not brew until green light is lit.
♦ When there is time, speak to Barista to call out and confirm orders even as they
are printing.
♦ If you cannot get to a customer right away always mention to them that you will
be right with them as soon as possible.
♦ Use cashier checklist at closing.
Barista
♦ Keep counters free of grounds and spills at all times.
♦ Always empty group/espresso handles immediately after making drinks in
preparation for the next order and place back onto the machine to stay warm.
♦ Check all supplies to be full and ready (especially dairy).
♦ Make eye contact with customers as you put up their drinks.
♦ Always repeat what the drink is as you put it up for pick up.
♦ Never yell out drink orders loudly.
♦ If a drink is sitting without pick up walk to the end of the counter and calmly repeat
the drink name as the customer may have walked away.
♦ Place drinks on the counter for pick up rather than handing them to customers, to
avoid spills and possible burns.
♦ Remember cup sleeves and lids.
♦ Always use a thermometer when steaming milks and stay between 150 and 160
degrees.
♦ When it is extremely busy it is okay to pull shots slightly ahead of time in order to
build drinks quickly (not more than 5 minutes).
♦ Never leave dirty towels in customer view and change dirty rags for clean ones

6. regularly.
♦ Always keep one wet towel on top left of machine for steam wand wiping only.
Wipe steam wand immediately after each use.
♦ Be ready to make drinks per customer’s requests.
Driver
♦ Drive Company vehicles in accordance with all state and local laws and warnings
including and not limited to speed, directional, signals and stops.
♦ Sign liability agreement with the Company.
♦ Maintain good driving record in according laws.
♦ Report any motor vehicle violations (tickets), accidents or warnings to your
immediate supervisor
♦ Maintain valid and perfect driving record
♦ Do not drive any vehicles or equipment if not physically and mentally able which
includes but is not limited to being under the influence of drugs, alcohol,
medication, lack of sleep, or illness.
♦ Join Drug and alcohol testing consortium if the Company requests.
♦ Never drive any vehicles for which you are not licensed.
♦ Be courteous and respectful to all other drivers and pedestrians.
All employees
♦ Work as a team and support each other.
♦ Always offer a hand to other stations when you can.
♦ Think ahead and communicate by leaving emails or notes for who may be working
your station next.
♦ When not serving customer look for side work to be done.
♦ Keep employee and customer bathrooms clean.
♦ Keep aprons and towels separate.
♦ Work safely and say behind you when come behind anyone while working
(especially with hot drinks and food).
♦ Never put knives in the sink.
Channel Supervisor
♦ Opening Supervisor
(The supervisor is not expected to physically do ALL this, rather do some of it
and supervise others to be sure it is all completed)

7. 1. Done by 7:00am (or 8am on Sunday):
o Standard procedures for opening team – turn on oven, espresso
machine, lights (Display coolers too), check bathrooms, brew
coffee, creamers, ice water, ceiling and floor fans, rugs down,
doors open, umbrellas, open sign on, music, cash drawers, pastry
display, check tables and dining area (clean).
2. Done by 9:00am (or 10am on Sunday):
o Check for special orders.
o Clean and stock display case. Check all back ups.
o Review/Assign/monitor side work for staff on eraser board.
o Quick check of kitchen prep (units stocked etc.).
o Review staff and schedule/Assign breaks and rotation.
o Walk entire front of house to see if everything is presentable,
clean and stocked.
o Check that all staff is in uniform and good hygiene.
3. By 11:45am – recheck that all items above have been completed.
4. Monitor and ensure quick friendly customer service and a clean dining
area.
5. By 2:00pm – note on checklist items to communicate with closing or
afternoon supervisor (any special orders, staffing assignments, unusual
occurrences, low stock, need to do, need to order etc.).
6. Before clocking out
o Clean up/wipe down all side work areas and items.
o Dining room as clean and organized as possible.
o Take all dirty rags to laundry and replace with clean ones.
o Stock Barista cooler.
o Settle any open orders.
o Speak with new supervisor.
o Clock out.
7. Note, sign and date Supervisor check list.
♦ Closing Supervisor
(The supervisor is not expected to physically do ALL this, rather do some of it and
supervise others to be sure it is all completed)
1. Done in first hour of shift:

8. • Communicate with morning supervisor before they go home.
• Check for special orders
• Review/Assign/Monitor side work for staff on eraser board.
• Quick check of kitchen prep (units stocked etc.).
• Review staff and schedule/Assign breaks and rotation.
• Walk entire front of house to see if everything is presentable, clean and
stocked.
• Check that all staff is in uniform and good hygiene.
2. Throughout your shift:
Monitor and ensure quick friendly customer service and a clean dining
area.
3. Started by 2:00 pm and should be done by 6:00 pm:
• Write staff names and beginning side work jobs for the next day
(transfer any items undone).
• Dining room windows closed.
• Counters out front have been wiped down.
• Garbage is taken out.
• Check all 3 bathrooms (sweep, mop, clean, restock).
4. Done after closing:
• Employees are clocked out before going home.
• Music, Ceiling and floor fans off.
• Power off to espresso machine and all kitchen appliances.
• If trained for it, cash out and lock up $ drawers.
• Water is off (all 3 bathrooms, barista sink and kitchen sinks).
• All doors locked and closed tightly.
• All coolers and freezers closed tightly.
• All lights off (bathroom lights and fans too).
• During hot weather both air conditioners on low cool #5.
• Dining area cleaned (floors,tables,rugs,glass,garbage’s, displays).
• Check kitchen: dishes done and put away,prep list filled out, floors,
counters clean.
5. Note, sign and date Supervisor checklist.

9. A t t e n d a n c e a n d S i c k L e a v e
1. Each employee is responsible for writing the correct time he or she begins and
ends work. Any employee that intentionally cheats on his time card will be
dismissed. Buen Cafe' 's intentions are to have honest and trusting employees.
2. Scheduling will be made one (1) week in advance. Any employee needing time off
should notify store manager in writing, one week in advance or as soon as
possible. It should be understood that it will be impossible to let several
employees off at one time.
3. The time on the schedule to begin work is the time the employee shall be ready to
begin work. Buen Cafe' will not tolerate employees who are consistently late or try
to leave work before all of their duties are complete.
4. If an employee is going to be more than 15 minutes late, he or she shall call the
store and let them know.
5. Employees should be aware that if customers are still ordering during closing time,
that it is most likely that everyone will leave work later and should always be
prepared for this.
6. Sick Leave Policy - Any employee too sick to work must notify store as soon as
possible or at least three (3) hours prior duty time. This should be done on a daily
basis unless prior arrangements are made with store manager. Any employee that
comes to work sick, or becomes sick while working, may be sent home. Abuse of
sick leave will not be tolerated.
7. Only the store manager or assistant manager shall ever alter schedule. If any
scheduling conflicts arise, contact store manager or assistant manager and they
will make the changes, if necessary.

10. B e h a v i o r a n d D i s c i p l i n e
1. No horseplay - someone could get hurt! Customers resent seeing employees
playing around. It makes a customer wonder what is happening to his food.
Employees goofing around lessens the image of a restaurant.
2. No foul language.
3. Treat customers with respect and courtesy.
4. All employees shall do their utmost to satisfy and please our customers.
Remember the saying, "THE CUSTOMER IS ALWAYS RIGHT."
5. Counter employees shall greet all customers with a smile and a friendly greeting.
When customers are leaving, counter employees shall say a sincere thank you, or
something to that effect.
6. Employees shall not drink any alcoholic beverages in the restaurant or parking lot
at any time. This rule also includes the taking of drugs.
7. During business hours, employee smoking is prohibited in the dining room. A
designate area will be set up for smokers. Never leave a lighted cigarette
unattended. After smoking wash hands before returning to work. Smoking is
allowed only during breaks.
8. No arguing or fighting. If any disagreements arise, try and work them out in a
mature manner, or report to manager.
9. Counter help shall not chew gum.
10. Student employees shall not study while on duty.
11. No loafing - Buen Cafe' does not need lazy employees.
12. Important phone calls shall be the only ones accepted by employees. Remember,
these are business phones.
D i s c i p l i n e P r o c e d u r e s
1. Employee will receive verbal warning.
2. Employee will receive written warning.
3. Dismissal!
H e a l t h a n d D r e s s S t a n d a r d s

11. 1. Hair - Anyone with hair more than three (3) inches below ear lobe must wear some
kind of hair restraint.
2. No beards - Male employees shall be clean shaven.
3. All employees shall wear socks or nylons.
4. All employees shall be clean and neat looking.
5. Any employee dealing with customers shall wear a designated Buen Cafe' shirt.
Buen Cafe' will pay for the first shirt. Employees are responsible for other shirts.
6. Shorts - Female counter employees may wear shorts.
Restrictions: (1) Must be at least three (3) inches from kneecap.
(2) Must be of a solid color (no polka dots, stripes or Hawaiian
prints).
(3) Must be of a dress like material.
(4) No skin tight shorts.
7. All hands shall be clean (No Club Stamps). Hands are to be washed after using
restroom.
8. Any employee that sneezes or coughs must cover his mouth or nose and then
immediate wash his hands. Never sneeze or cough toward foods or customers.
9. Only counter help shall get drinks for employees.
10. All employees shall wear the company ID

12. I n s u r a n c e , V a c a t i o n , P r i v i l e g e s , B r e a k s , a n d H o l i d a y s
1. Vacation - Regular employees working at least one (1) continuous complete year is
entitled to fifteen (15) days paid leave. Vacation time off shall be taken with
approval of store manager. In order to receive vacation pay, employee must
actually take the time off. Terminated employees shall not receive vacation pay.
3. Food and Drinks - Employees shall eat only during their schedule break time
ONLY. If employee is hungry, he should eat before his work schedule begins or
wait until his authorized break.
4. Breaks - Employees are allowed a ten(10) minute break for every four (4)
continuous hours of work. An hour break for full time employees. No breaks are
permitted during busy times. Ask permission from a supervisor or manager before
taking break. Employees are not entitled to a break if they work four (4) hours or
less.
5. Holidays - Buen Cafe' will close on the following ten (10) regular holidays :
Christmas Day, New Year's Day, Maundy Thursday, Good Friday, Day of Valor,
Independence day, National heroes Day, Bonifacio Day and Rizal Day.
Disclaimer - All the previous information is only to act as guidelines. Some policies
and guidelines may change periodically. Buen Cafe' does not intend on the
previous information as being a contract of any kind.
G e n e r a l R e q u i r e m e n t s o f E m p l o y e e s
1. Never leave counter unattended. One person shall always be present near counter
area.
2. Keep back door locked at all times. Do not use back door as a entrance or exit.
Employees shall enter and exit work through the front door only.
3. Keep restaurant clean. Mop all spills immediately. Pick up all materials off floor.
4. Keep drive-up window or screen closed when not in use.
5. No Loafing - There is always something to clean or prepare for. If unable to find
anything to do, report to manager or supervisor and ask for instructions.
6. At night, no individual shall leave alone. When leaving make sure another person
is watching you to your car.

13. 7. Report all injuries to managers and supervisors, immediately!
8. Buen Cafe' is not a nursery, so please to not bring children to work unattended or
for long periods of time.
9. Do not take any left over food items home without store manager's approval.
10. Throw all dropped food in trash.
11. Buen Cafe' will take orders and accept customers 5-10 minutes after closing time.
This helps build business. The manager or assistant manager will make the final
judgment on cutting it off.
12. Never vacuum while customers are present, unless receiving permission from
customer. Be courteous to customers eating after closing time.
13. Do not park in our store front or any business' store front parking spaces. These
are reserved for customers only. Use alternate parking spaces from other
employees, so to discourage robbery and weirdos from setting up any kind of
criminal act.
14. No one shall play with hair while on duty. This disgusts customers.
15. Counter employees shall face counter while on duty. It is impossible to see what is
happening in the restaurant if your back is turned.
16. It should be known that this is a work place and employee's girlfriends or
boyfriends should not loiter.
17. KEYS - Employees who have keys to restaurant shall use them for Buen Cafe'
business Only! No exceptions without store manager approval.
18. Employees are not permitted to clock in/out for one another. No other employee
should ever use your personal account code number. In the event of a missed
clock in or out, a manager will make a manual adjustment to ensure the employee
is paid appropriately..

14. W a g e s a n d P a y R a i s e s
1. Pay raises are determined by merit. Employees who demonstrate good work
habits and ability are the ones who will be considered for pay increases.
2. Salaries shall be determined by the immediate supervisor, based on budget
considerations and commensurate with the experience of the successful candidate
All employees are paid 15th
and 30th
of the month. In the event that a regularly
scheduled payday falls on a weekend or holiday, employees will receive pay on the
next day of operation.
3. If a regular payday falls during an employee’s vacation, the employee’s paycheck
will be available upon his/her return from vacation.
4. Paychecks will not, under any circumstances, be given to any person other than
the employee without written authorization. Paychecks may also be mailed to the
employee’s address or deposited directly into an employee's bank account upon
request.
5. Buen Cafe' is looking for employees who will be assets and not liabilities to the
company.
6. Any employee discussing his pay rate to another employee will probably be
terminated.
7. All employees will be reviewed every three (3) months by buen cafe management.
The purpose of the review is to find out what progress the employee is making and
to make suggestions about employee's job performance.
8. Employees are only allowed to work overtime if so requested, or approved by
a supervisor.
9. In the event that there is an error in the amount of pay, please bring the
discrepancy to immediate supervisor’s attention so that corrections can be made
as quickly as possible.
The following are examples of conduct prohibited by Company policy:
The following examples are not intended to constitute a complete and exhaustive list of

15. prohibited conduct. In addition, the Company reserves the right to change the examples
listed below at any time with or without notice. While discipline for standard violations
will follow a progressive disciplinary procedure, the Company reserves the right to
implement discipline in accordance with the grievousness of the violation. Violations of
these or any other Company policies may subject you to disciplinary action, up to and
including immediate termination:
1. Theft, fraud, embezzlement or other proven acts of dishonesty.
a. Customer Theft
If you notice customer theft do not approach the thief, rather tell a
manager right away. The manager will determine if approaching the
customer is appropriate and at the most would ask the customer if they
would like to pay for any certain items they have been seen taking or call
local police.
b. Employee Theft
Employee theft of any kind will result in immediate termination and
investigative legal action. Theft is the removal or consumption of any of Buen
Cafe’’s property including food, beverage, merchandise, tools, equipment,
cleaning supplies, uniforms, money, office supplies, decorations, furniture, art
work, etc. Some examples of theft are consuming foods or beverages without
prior payment or charge to house accounts, offering unapproved discounts or
giving anything away to customers or removal of any money from the register,
use of any other employee access number or time card.
2. Any harassment of another employee (verbal, physical, or visual), including sexual
harassment such as offensive gestures, unwelcome advances, jokes, touching, or
comments or displays of a sexual nature made to or about another employee,
vendor or customer.
3. Obtaining employment or promotion on the basis of false or misleading information.
4. Soliciting or accepting gifts (money, services or merchandise) in connection with
Company business.
5. Reporting for work under the influence of alcohol or any illegal substances; or
possession, sale or distribution of alcohol or illegal substances while on Company
premises or abusing such items while representing the Company or conducting
Company business.
6. Engaging in unauthorized employment elsewhere while on paid benefits related to
illness, or while on an extended absence.
7. Assisting anyone, whom you know or suspect to be involved in, or committing any
crime or engaging in any conduct which rises to the level of a crime.

16. 8. Falsifying Company documents or records, including misuse of timekeeping records,
or falsely inputting payment data.
9. Insubordination, meaning refusing to follow legitimate instructions of a superior
directly related to performance of one’s job.
10.Disrupting the work environment.
11.Excessive absenteeism or tardiness or unacceptable patterns of absenteeism and
tardiness.
12.Repeatedly failing to use a time-clock as directed.
13.Job abandonment, meaning the failure to report to work without properly notifying
one’s immediate supervisor, or leaving a job assignment prior to completion of your
responsibilities.
14.Conduct that is likely to cause another employee, customer or vendor of the
Company embarrassment, loss of dignity, feelings of intimidation, or loss of
opportunity, including all forms of discrimination and harassment.
15. Unauthorized use of Company or customer supplies, information, equipment, funds,
or computer codes/passwords.
16. Knowingly mishandling a customer’s or potential customer’s account. This includes
improper discriminatory practices.
17. Refusing to repay documented overpayment of any compensation.
18. Possessing firearms or weapons while on Company premises or carrying them
while on Company business; or threatening the personal safety of fellow employees,
customers, or vendors.
19. Committing any act, on or off the Company’s premises, which threatens or is
potentially threatening to the reputation of the Company or any of its employees,
customers, or vendors.
20. Repeatedly working overtime without the approval of a supervisor or manager.
21. Repeatedly failing to meet job responsibilities, job budget or quality requirements.