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Restaurant Code of Conduct & Disciplinary Policy

1. Respect and Hospitality

Treat every guest with respect, courtesy, and professionalism.
Listen actively to customer needs and resolve issues promptly.
Use welcoming, professional language at all times.
This is a safe and welcoming environment. There is zero tolerance for discrimination or harassment based on race, religion, gender, sexual orientation, or any other protected category.
Offensive, derogatory, or disrespectful language has no place on company property and will not be tolerated.

Customer experience is the #1 priority. Every guest must feel valued, welcome, and taken care of.
All guests must be greeted within 60 seconds of arrival with warmth, professionalism, and a smile—even if seating is delayed.
Anticipate guest needs proactively (e.g., refills, condiments, pacing of service).
Handle special requests respectfully; escalate to management if outside your authority.
If issues arise (wrong order, delay, complaint), acknowledge immediately, apologize sincerely, and resolve quickly.
Always follow up after resolving a guest complaint to confirm satisfaction.
Service recovery should leave guests feeling better than if nothing went wrong.
Upsell responsibly—offer suggestions that enhance the guest’s dining experience, not just add cost.
Protect guest privacy; never share personal or sensitive information.

Arrive on time, in proper uniform, and ready to work.
If running late, notify management or coworkers immediately via the business group chat. Failure to notify will be treated more seriously.
A no-call/no-show is grounds for immediate termination.
Maintain personal hygiene and follow dress code standards.
Do not use personal phones or devices while on duty unless permitted by management.

Support coworkers during busy times; step in when help is needed.
Communicate clearly and respectfully with front-of-house and back-of-house teams.
Share feedback constructively and accept direction from supervisors.

Complete all prep work for the next shift: restock, clean, organize, and reset stations, bars, and service areas.
Stations must be stocked with condiments, glassware, napkins, silverware, paper goods, beverage supplies, and prep ingredients.
Clean as you go; do not leave dirty dishes, unwashed equipment, or clutter for the next shift.
Restock & label: replenish inventory and ensure items are labeled, dated, and rotated (FIFO).
Report low stock, outages, or equipment issues to management and/or log them for the next shift.
Do a final walkthrough before clocking out to confirm your area is fully reset.
Food waste will not be tolerated; follow portion guidelines and communicate issues early.

Food handling safety is critical.
Wash hands frequently and wear gloves when appropriate.
Store food at proper temperatures and never leave perishables out.
Avoid cross-contamination: keep raw and ready-to-eat foods separate.
Use sanitized utensils and cutting boards; change gloves when switching tasks.
Report low/out-of-stock items immediately.
Follow portioning and storage standards; food waste due to negligence will not be tolerated.

Keep dining room, bar, kitchen, restrooms, entryways, and outdoor spaces immaculately clean.
Address visible issues immediately (dusting, cobwebs, cigarette butts, smudges).
Restrooms must be checked, cleaned, and restocked frequently.
Correct all cleanliness or safety issues immediately.

Notify management quickly of any damage or maintenance issues (broken toilet, leaks, graffiti, broken TV, flickering lights, hazards, HVAC problems).
Post the issue in the group chat immediately; urgent issues require a direct call.
Include details: location, what’s wrong, guest safety, and photos/video if possible.
Post temporary signs (“Out of Order”, “Wet Floor”) and block unsafe areas until resolved.
Record issues in shift logs or trackers.
Prioritize:
- Priority 1 (safety/emergency): call management immediately, close area.
- Priority 2 (service-impacting): report within 10 minutes, mitigate.
- Priority 3 (cosmetic): report during your shift.
Do not attempt repairs you are not trained for; never disable safety devices.
Once fixed, update the group chat and remove signs.
Flag recurring issues to management for permanent fixes.

Handle all money, orders, and property with honesty and care.
No alcohol or drugs on duty; never serve intoxicated guests.
Report theft, harassment, discrimination, or unethical behavior immediately.
Do not speak on behalf of the business without management approval. All external/public communication must be authorized.

All events and promotions must be submitted to the Event Organizer for review and approval.
Event Organizer: Lisa Murphy (lisa@mcfilers.com or via Facebook Messenger).
Events require 2 weeks’ notice; specials require 1 week.
Submit all details: menu items, pricing, portioning, timing, staffing, and operational needs.
Submit all media (photos/videos) via email only. Video must be in vertical orientation.
No event or special may be scheduled, advertised, or promoted without prior approval.
Providing full details ensures consistent branding, proper staffing, and regulatory compliance.

Harassment, discrimination, offensive language, or abusive behavior toward guests or staff will not be tolerated.
Violence, threats, or disruptive behavior result in immediate disciplinary action, up to termination.
Sexual harassment is strictly prohibited.

Follow all company policies, state liquor laws, and local regulations.
Cooperate with inspections, audits, and management directives.
Violations of this Code may result in disciplinary action, up to termination.
Management may update or revise this Code at any time.
The most recent version is pinned in group chat and posted at mcfilers.com → wiki.mcfilers.com.
You can also request a copy at hello@mcfilers.com.