Driver Training Guides

Ensure that each driver:

• Works safely for themselves and others.
• Complies with all local laws and regulations.
• Protects the integrity of the order, customer, and company.
• Maintains professional and responsible conduct at all times.

Never drive distracted:

• Prohibited to use phone without hands-free.
• Use voice commands or navigation apps with audio.

Follow all traffic laws:

• Speed limit.
• Respect traffic lights, complete stop at stop signs.
• Always use seatbelt.
• Don't drive if tired or under the influence of medications.

Weather conditions:

• If it's raining heavily or foggy, reduce speed.
• Use appropriate lights.
• Never take unnecessary risks.

School zones, hospitals, or residential areas:

• Drive with extreme caution.
• Avoid unnecessary honking or acceleration.

• Clean clothes, odor-free, preferably with company image.
• Hand washing or antibacterial gel use before and after delivery.
• Don't smoke or eat inside the vehicle during delivery route.
• Keep vehicle clean, without trash or odors.

• Use thermal bags for hot or cold food.
• Secure containers well during transport (they shouldn't move or spill).
• Never open packaging or manually check contents.
• If an item is damaged or falls, report immediately to your dispatcher.

• Avoid blocking entrances, exits, or ramps when parking.
• If you must leave the vehicle, turn off engine, close windows and doors.
• Deliver only to authorized contact or designated responsible person.

If it's an unsafe area or you can't access the delivery location:

• Move to a safe area and contact dispatcher immediately.
• Never enter into discussion or confrontation.

If delivering products with alcohol or tobacco:

• You must verify the customer is over 21 years old.
• Scan their ID or request valid document.
• If they don't present it, DO NOT complete the delivery.
• Take evidence (photo) and report to dispatcher.

Delivering alcohol without verification can put your employment and the company at legal risk.

Strictly prohibited:

• Using drugs or alcohol during shifts.
• Carrying weapons without legal authorization.
• Talking about political, religious, or personal topics with customers.
• Arguing with other drivers, store employees, or customers.
• Posting on social media content of customers or orders.

The driver is expected to:

• Speak with respect.
• Maintain good attitude, even if customer is upset.
• Follow dispatcher or supervisor instructions.

• Don't share customer data with third parties.
• Don't take photos of addresses or interiors without consent.
• All communication with customers must be through the app or assigned number.
• Phone used for deliveries must have security code or fingerprint.

You must report immediately if the following occurs:

• Vehicle accident — check safety, then call 911 if serious.
• Theft or attempted theft — retreat, call police, notify dispatcher.
• Aggressive or threatening customer — move away, report, don't argue.
• Vehicle breakdown — inform exact location to dispatcher.
• Extreme weather conditions — stop in safe place, notify dispatch.

All incidents must be documented with photo or evidence if safe to do so.

Before starting your route:

• Tire with good pressure
• Brakes working
• Front and rear lights
• Functional windshield wipers
• Sufficient gasoline
• Phone charged
• Clean thermal bags

• Some counties or states require special licenses if delivering alcohol.
• Keep your driver's license valid and renewed.
• If you're an independent contractor, ensure you have commercial vehicle insurance if required by your state.
• If HDS or the app requests you upload documentation, do it on time to avoid suspension.

Medical or criminal emergency: call 911 immediately, then notify your dispatcher.

Operational or compliance support (non-emergency): contact your HDS dispatch or administration team.

Complying with safety and compliance protocols not only protects your job, but also your physical, legal, and professional integrity. Acting responsibly makes you a reliable and valuable driver.

At Houston Delivery Services, every delivery reflects our commitment to excellence. As a driver, you're the final link in the service chain. This guide is here to help you complete deliveries efficiently, safely, and professionally.

Before confirming any delivery:

• Make sure your phone is charged and has signal.
• Your thermal bags must be clean and ready.
• Ensure you're fully available to complete the order on time without interruptions.

Your image represents Houston Delivery Services. Customers may see you when you deliver, so it's mandatory to maintain a clean, respectful, and professional appearance.

Allowed: knee-length or long shorts; jeans (no rips); clean, closed-toe sneakers or shoes; neutral or logo-free shirts (no offensive messages).

Not allowed: short shorts; sandals, flip-flops, or open-toe shoes; tank tops; torn, dirty, or offensive clothing; sleepwear; see-through or overly tight clothing.

A uniform is not required, but your appearance must reflect quality and reliability.

Check all order details:

• Restaurant address
• Exact pickup time
• Delivery address
• Special instructions (e.g. "leave at reception" or "call upon arrival")
• Customer contact
• Order number

If anything is unclear, contact dispatch immediately.

• Use Google Maps, Waze, or Apple Maps to check estimated travel time.
• Consider traffic, construction, or weather delays.
• It's extremely important to arrive on time. Aim to be at the restaurant 5 minutes before pickup time to be ready when the food is ready.

Do not arrive too early — arriving too soon can bother the restaurant and affect our relationship with them.

Politely introduce yourself: "Hi, I'm here for a pickup under [name/order number]."

Double-check the order: are all bags included? Are drinks, utensils, and condiments packed? Is the packaging secure?

If the order is not ready or something is missing: notify dispatch, wait patiently for up to 10 minutes, and document wait times over 15 minutes with a message or photo.

Never leave until you confirm everything is correct.

Quick communication means efficient service. Let us know immediately if: there's unexpected traffic, the restaurant is delayed, the customer won't answer, the address is confusing, or the order is spilled or damaged. We're here to help, but we need to know what's going on in real time.

Follow the customer's instructions: call or knock if requested, deliver to the exact location (door, reception, front desk, etc.), and be courteous and confirm their name before handing over the order.

The food should be delivered at the exact scheduled time, or up to 14 minutes before. Delivering earlier than that may be marked as "too early" and affect your performance.

A good attitude makes a great impression — and may lead to higher tips and more opportunities.

In some cases, if dispatch notices you've arrived at the drop-off and the order hasn't been completed in the app, we may message you to make sure everything is okay. If needed, dispatch may also mark the order as complete.

Always take a clear photo of the food at the drop-off location or catering setup, keep bags looking clean and organized, and mark the order as "Delivered" right away if handing off to the customer.

If the app doesn't work: use your phone camera and text the photo and order number to dispatch support. If you can't photograph the food, take a picture of the front of the building or house as proof.

• Order not ready — wait up to 10 minutes, then inform dispatch. Document delays over 15 minutes.
• Address is confusing — double-check GPS. If unsure, call the customer politely.
• No response — call twice and send a message. Wait 5–7 minutes. Contact support if no answer.
• Spilled/damaged food — take a photo, report it before delivering. Wait for instructions.
• Conflict — stay calm. If unsafe, leave the area and report it right away.

• Log in to the app at least 1 hour before your first delivery (company policy).
• Can't make it? Notify dispatch at least 4 hours in advance.
• Be at the restaurant on time (5 minutes early is best).
• Repeated late arrivals in a week may lead to account review.
• Don't accept deliveries you can't complete on time — it's better to skip than risk suspension.

Keep your car clean at all times. Dress comfortably but professionally. Carry small bills in case of emergencies. Check your phone before heading out (battery, app open, connection working). If you have multiple deliveries, plan your route wisely.

Each delivery is a chance to show commitment and pride in your work. Your punctuality, attitude, and professionalism help Houston Delivery Services stand out and grow. Together, we make quality delivery possible.

As a catering driver, you don't just deliver food, you also represent the company to the customer. Your attitude, presentation, and behavior are key to the customer experience. This guide will help you handle common situations with professionalism.

• Arrive punctually at the store/restaurant at the indicated time.
• Verify the complete order before leaving: bags, drinks, utensils, receipts if applicable.
• Use thermal bags to maintain product quality.
• Present yourself clean, with good attitude and appropriate clothing.
• Carry your phone with sufficient battery and volume activated.

Upon arriving at the delivery location:

• Call or text the customer if they don't receive you within 3–5 minutes.
• Always greet courteously, even if the customer seems to be in a hurry.
• If there's a designated contact (name on the order), ask for that person directly.
• Offer help to unload if the order is large or includes heavy boxes.
• If there are setup instructions, follow exactly what's indicated.

Missing item: verify your order again, call the restaurant or dispatcher, and inform the customer honestly — "It seems there was an error with the content. I've already contacted my dispatch to resolve it, I'll keep you informed."

Incorrect address: verify with the customer by phone or message. Never make decisions without confirming. If you can't locate the customer after several attempts, contact your dispatcher and wait for instructions.

Customer not present: wait 5–10 minutes maximum, call and text, take a photo of the location and record the time, then inform the dispatcher and follow instructions.

Maintain calm and respect at all times. Don't interrupt or argue. Listen carefully, and respond with professional phrases like "I completely understand your frustration," or "Let me contact my dispatch to resolve this as quickly as possible."

Never raise your voice, gesture angrily, or blame the customer or restaurant. If the situation becomes very tense, step away respectfully and call the dispatcher immediately.

If the system requests it, or if there's risk the customer won't be satisfied: take a photo of the order delivered at the location, ask for the recipient's full name if left with another person, and note any details in the app or communicate to the dispatcher.

Always inform administration or your dispatcher if any of these occur: the customer rejects the order; a serious problem arises (aggressive customer, unsafe situation); the address was completely incorrect or impossible to access; payment is lacking if required; or delivery is to a place with restricted access (hospital, office building, etc.).

Save the dispatcher number or support number. If something unusual arises, don't act without informing. Send photos, screenshots, or backup messages when possible.

• Upset customer — listen, apologize, inform dispatcher.
• Damaged or spilled order — photos, notify immediately.
• Customer doesn't answer — wait 5–10 minutes, call, message, document.
• Kind and grateful customer — smile, thank them too, leave good impression.
• Special instructions — follow to the letter, take evidence if necessary.

• Corporate buildings — require check-in at reception. Be patient and courteous.
• Hospitals — sometimes only allow deliveries at security. Don't insist on entering.
• Schools / universities — make sure to deliver to the permitted area.
• Large events — ask someone to receive the order with name/signature if applicable.

"Hello, I'm the driver for your catering order. Where would you like me to place it?" "Is there a specific person I should deliver this order to?" "It seems something is missing, I've already contacted the restaurant/administration to correct it." "Thank you for your patience, I'm here to help."

Being a catering driver isn't just about delivering food, it's also about offering excellence in service. Each interaction is an opportunity to leave a good impression, earn a tip, and secure future deliveries.

Forgot your password? Open the driver app, select "Forgot password" on the login screen, enter your company name and username, and tap "Reset password". You will receive an SMS with a verification code (not email). Enter the code, type a new password (and confirm it), then log in with your new credentials.

If you don't have a registered number or don't receive the SMS, your dispatcher can reset your account.

Compatibility: available for Android and iOS, through your device's app store.

Required permissions: location at all times ("Always"), GPS access in the background, background app refresh, and push notifications. These permissions are essential to receive orders, navigation, and customer contact.

Before you can receive orders, make sure to activate your status: go to the "Visible" button at the top of the app and change it to "ON" to notify that you are available for dispatch. Without this activated, you will not receive new orders even if you are connected.

Order types: assigned directly by the dispatcher, or available to claim ("claim" mode).

New Orders — you will see a list of new orders; use swipe to accept or reject. If you accept, it moves to My Route.

My Route — shows your list of active orders. You can navigate to pickup or delivery point, call or text the customer or business, mark as "Complete Pick-Up" after picking up, upload a photo if required when delivering, and press "Complete Dropoff" when finished. Orders from the same restaurant are automatically grouped for easier multiple deliveries.

If you cannot complete the delivery: select "Initiate Return", choose the reason (customer absent, address problem, etc.), and write additional comments for the dispatcher.

In the Profile section you can: change your profile picture; view your name, username and rating; select your preferred navigation app (Google Maps, Apple Maps, Waze); and activate return-to-pickup routing, inactivity notifications, and quick error reporting to support.

When delivering orders containing restricted substances, a special verification screen will appear. You must scan the customer's ID (must be 21 years or older); if the scanner fails or it's a foreign ID, you can manually enter the date of birth and take a photo of the ID. Without correct verification, you cannot complete the delivery.

1. Log in with company + username + password. 2. Activate permissions — GPS, location, refresh and notifications. 3. Mark yourself "Visible" to be available to receive orders. 4. View and accept new orders. 5. Navigate to pickup. 6. Complete pick-up. 7. Deliver and upload photos, confirm with "Complete Dropoff". 8. Scan ID if the order includes alcohol or tobacco. 9. Use "Initiate Return" if you cannot deliver.

Keep your phone number updated in your profile. Always check the address before leaving the restaurant. Carry thermal bags to maintain catering quality. If the order has multiple parts, check that everything is there before leaving. If you're not sure about something, contact the customer or dispatcher before acting on your own.

Direct technical support: support@houstondeliveryservices.com.

Issues with payments, tips, or delivery times: contact your dispatcher or supervisor.