About Us

Our Story

Mission Statement

To create an innovative dessert destination that offers premium-quality baklava, Dubai chocolates, and signature sweets while celebrating the heritage and flavors of the UAE.

Core Values

• Quality – Premium ingredients & craftsmanship.
• Customer Focus – Exceptional service at every touchpoint.
• Innovation – Constantly evolving flavors and presentation.
• Teamwork – A collaborative work culture.
• Sustainability – Responsible sourcing and eco-friendly packaging

Employee Code of Conduct

• Always maintain a professional, friendly, and respectful attitude.
• Adhere to Dubai Municipality’s food safety standards at all times.
• Wear the designated uniform and name badge.
• Punctuality is key – arrive 10 minutes before shift starts.
• No use of mobile phones while on duty, except for emergency
situations.

Our story

Customer Service Standards

• Greet every customer with a warm “Welcome to Dubai Sweet
Factory! How can we sweeten your day?”
• Engage with customers by explaining the story behind our sweets.
• Offer samples of chocolates or baklava to enhance the customer
experience.
• Handle customer concerns professionally –
offer solutions, not excuses.

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Product Knowledge & Preparation

Employees must have thorough knowledge of:

Signature Products:

1. Baklava Selection – Classic, Pistachio, Chocolate-Hazelnut, Rose-Infused.
2. Dubai Chocolate Collection – Camel Milk Chocolate, Gold-Dusted Truffles, Chocolate-Dipped Dates.
3. Fusion Desserts – Chocolate Kunafa, Baklava Cheesecake, Luqaimat Sundae.
4. Beverage Pairings – Arabic Coffee, Saffron Tea, Baklava Shakes, homemade lemonade, pistachio latte.

Key Responsibilities:

1. Properly store ingredients (e.g., chocolate at 18°C, nuts in airtight containers).
2. Follow recipe guidelines to ensure consistency.
3. Maintain portion control for every serving.
4. Ensure presentation is Instagram-worthy – every dessert should
look luxurious.

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Hygiene & Safety Protocols

1. Wash hands every 30
minutes and after handling raw ingredients.
2. Wear gloves, hairnets, and
masks when preparing food.
3. Follow FIFO (First In, First
Out) for ingredient usage.
4. Regularly clean surfaces
and sanitize workstations every
2 hours.


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Store Operations & Workflow

  • Daily Opening Procedures:

    1. Conduct a store walkthrough – check cleanliness, displays, and stock levels.
    2. Prepare all ingredients and set up live stations (baklava, chocolate-dipping).
    3. Conduct a team briefing on the day’s specials and promotions.

  • During Shift Operations:

    1. Greet and assist customers.
    2. Monitor stock levels and restock as needed.
    3. Ensure that food is served at optimal freshness.

  • Closing Procedures:

    1. Conduct inventory check and record wastage.
    2. Deep clean all workstations.
    3. Secure cash register and store key in designated location.

  • Cash Handling & POS System

    • Process transactions efficiently and offer digital payment options
    (Apple Pay, Samsung Pay).
    • Always count cash twice before handing change to the customer.
    • Record any discounts or promotions accurately in the POS system.
    • If there’s a discrepancy,
    report it to the store manager immediately.

  • Complaint Handling & Conflict Resolution


    • Listen actively to customer
    complaints and acknowledge
    their concerns.
    • Offer a replacement or refund
    if the issue is product-related.
    • If a customer is upset, remain
    calm and professional – escalate
    to the manager if necessary.

  • Inventory & Supply Chain Management


    • Conduct daily stock checks on chocolates, baklava, nuts,
    and packaging materials.
    • Maintain a wastage log – aim to reduce food waste by 10%
    every month.
    • Place weekly orders with approved suppliers to prevent
    stock shortages.

  • Marketing & Upselling Techniques

    • Always recommend pairing options (e.g., “Would you like to try
    our Arabic coffee with your baklava?”).
    • Highlight seasonal specials and limited-edition flavors.
    • Encourage customers to join our loyalty program and follow us on
    social media.

  • Emergency Procedures

    In Case of Fire:
    1. Activate the fire alarm and evacuate customers.
    2. Use fire extinguishers for small fires.
    3. Call Dubai Civil Defense (997) for emergency assistance.
    In Case of Medical Emergency:
    1. Administer basic first aid (if trained).
    2. Call 999 for an ambulance if the situation is serious.
    3. Inform the store manager immediately.

  • Employee Performance & Growth

    • Probation Period: All employees undergo a 3-month training
    evaluation.
    • Monthly Performance Reviews: Based on customer feedback,
    teamwork, and operational knowledge.
    • Career Growth Path: Employees can advance from crew member
    → team leader → assistant manager → store manager.