Policy – Avocado Burger general statement of aims relevant to employee behaviour. It sets out basic rules of how people must behave in terms of a specific issue (e.g. Customer Service Policy in a Restaurant would talk about being respectful to customer, paying full attention to their needs, knowing the products and so on). It also covers relevant legislation and people responsible for implementation of each policy. Procedure – step by step guide on how things are done, when, and who is responsible for it. (e.g. the Customer Service Procedure in a Café would describe what exactly needs to be done when a customer enters the venue from seating, offering the water,
explaining the menu and so on. The responsibilities often vary from task to task – manager is on the door and seats customers, section waiter takes care of the table, runners bring the food etc.).