Handbook for Managers of a Coffee Shop Chain

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Handbook for managers

The Best Coffee in Town

Wellcome to our company!

        We would like to wellcome you in our company and our amazing team of The Best Coffee in Town. It is great to have you with us and to have an opportunity to work together. We believe that you will feel comfortable working in our team and we hope to be a valuable working opportunity. We believe in equality and we treat each other as well as our customers with all the respect we want for ourselfs. We hope that your stay at our company will be enjoyable and that we can provide you the best working environment. So good luck in your new possition and do not hesitate to ask for further information.

Sincerely,

Dušan, Jakub, Iveta, Sofia and Petra


Contents

WELLCOME LETTER.........................................................................................  2
Purpose of the hanbook........................................................................................... 4
Company description.............................................................................................. 6
        Mission........................................................................................................ 6
        Vision.......................................................................................................... 6
Organizational structure.......................................................................................... 7
Job desctription....................................................................................................... 8
Equal employment opportunities........................................................................... 10
        Workforce diversity................................................................................... 10
        Attendance policies.................................................................................... 10
           Individual proces and behaviour................................................................ 11
Motivation at work................................................................................................. 13
Ethics...................................................................................................................... 15
Workplace.............................................................................................................. 16
Communication...................................................................................................... 16
Workplace violence................................................................................................ 17
Code of ethics......................................................................................................... 18
Discipline and termination of employment............................................................ 19
Learning at workplace............................................................................................ 20
Personality types..................................................................................................... 21
Values..................................................................................................................... 23
Goal setting............................................................................................................. 23
Team skills and team work..................................................................................... 24
Stress management.................................................................................................. 25
Cnflict management................................................................................................. 25
References............................................................................................................... 26

Purpose of the handbook

        This handbook will provide new manager with all necessary and important information he or she will need in a new job. After reading this hanbook he should be able to deal with all kinds of situations which may occur to him. Handbook will provide you with rich information on all requirements connected to your new job, companys stucture, goals and policies. Description of functioning of our coffe houses, companys mission as well as vision can be find here as well. This document is designed to lead you trough the situations and give you answers for your questions.

        We believe that after reading this hanbook the new manager will be able to understand company culture and companys attitude towards its employees and business. The main advantage is that you can use this handbook 24 hours a day 7 days a week. Please read this hanbook carefuly because itcontains very inportant and usefull guidance for you in your new job. Should you have any questions please do not hesitate to contact our HR department for futher information. 

Company description

        Company The Best Coffee in Town was established in year 2000 in Bratislava, Slovakia. The company is now on the market for more than ten years. Company operates mostly on Slovak market with focus on regional based management. In each Slovak region except Bratislava region, there are five coffee houses in every of them (Košický, Prešovský, Banskobystrický, Nitriansky, Trnavský, Trenčianský, Žilinský). Bratislava region is due to its purchasing power available to serve our customers with three more coffee houses.        Responsibilities in company are spread out among board of directors, CEO of the company, HR department responsible for hiring people, sales department making pricing strategies and product development, marketing manager whose main responsibilities are market research, CSR and public relations, plus eight regional managers who are in charge for all coffee houses in their region. We employ around 86 permanent employees and 43 part- time (mainly student) employees. With very good recruitment team and proper market research we were able to hire a perfect staff for every branch. Taking in consideration all factors including preferences of our customers and demographics we created unique team of people who fit into every location of our branches.                                                         We offer our own coffee brand, wide range of non alcoholic beverages, fresh cakes and variety of appetizers. By being able to serve all kinds of needs of our customers we are standing still on Slovak market for more than ten years and we are successfully beating the competition. We also offer seasonal selection of products based on holidays (ex: Christmas, St. Valentine’s Day, Easter, summer, Halloween etc.) Since we believe that quality of our services and freshness of our products is our competitive advantage, we don’t buy from our suppliers on a price tag only. This has also a slight effect on our pricing strategy meaning our prices are a little bit above the average, but our customer will always get what he expects from us and pays for.                                                                                         Since The Best Coffee in Town is doing extremely well on the Slovak market, CEO of the company together with sales and marketing managers are focusing on the expansion to Saudi Arabic market. Decisions of where to expand and locate new branches were based on three year long process of market research in Middle East, ease of doing business in particular countries, competition scanning purchasing power were our main constraints. Project of expansion to new market is already in the final phase, in numeric terms we already built seven new facilities in Riyadh and next portion of coffee houses (around ten) will be build following summer. This great opportunity to expand brings more advantages with it. Because of this we are ready to offer a unique diversified working environment for our employees (mainly students) and exceptional working experience. Each employee is offered to go for the exchange program from Slovakia to Saudi Arabia and vice versa, which will help them to develop their skills. Such as cultural knowledge, increasing tolerance learning the business habits of another country and be able to perceive not only by eyes and ears.  

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Mission

        Our mission is to: “Fulfill needs, satisfy wants and exceed expectations of our customers so that they will keep on coming back to us.” We want to accomplish our mission via providing high quality services, fresh beverages and food and individual and flexible approach to our customers.

  • Fresh cakes and appetizers

Buying from local suppliers will ensure freshness and quality of our goods.

  • The best quality of customer services

Flexibility and individual approach to our customers will make them feel unique and make them come back to us

  • Seasonal offerings

Bring special products according to holidays and seasons.

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