| Regardless of whether the restaurant is small, medium or large, an important thing that restaurateurs must do when hiring employees is organizing the work system inside their restaurants to prevent all sorts of problems and standardize work in favor of delivering quality products and services to customers and impressing customers so that they return for business. Important elements in the creation of such a management system are work manuals. This article will describe some basic and essential manuals that you may need.
The first thing to have is work regulations.
The first thing you need to have is work regulations on how employees should coexist. Regardless of the type or size, every restaurant should have work regulations covering such things as work hours, break times, quitting hours, OT rates, leave requests, leave days, holidays, resignation conditions, dismissal conditions, penalties, dress code, pre-work activities, etc. Describe your details clearly and let employees study and understand them together to prevent future problems.
All important documents should be present.
The next things you need are important documents such as job application forms, employment contracts, work guarantee letters, employee employment documents, resignation forms and dismissal forms. These are basic things that restaurants should also have in order to avoid potential problems. |
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Basic Knowledge Manual for Products, Foods and Beverages
Another manual that you need is a manual that provides basic information about the restaurant and the restaurant's food. The manual should cover such things as restaurant background, menu items, ingredients for each menu item, the flavor of each menu item, etc. so that your employees can reply to customers' questions. Many restaurants forget that employees who can answer customers' questions about menu selections directly influence sales and profits.
Job Description for Each Work Position
It's also important to have a manual covering the work procedures of each position for employees. It can ensure mutual understanding and be divided between service and kitchen sections.
The service section could cover the work procedures of receptionists, the sentences that receptionists have to say, service work procedures, including the work procedures of table service staff, waiters and cashiers. Create each procedure with detailed step-by-step explanations.
As for the kitchen section, separate between stove work and food preparation work. Describe the work procedures of each position. You should also keep a food preparation and storage manual on hand. |
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Restaurant Opening-Closing Checklist Manual
A manual is necessary even for opening and closing the restaurant. You need to provide employees with procedures and a checklist to prevent potential mistakes. This manual can include a checklists for restaurant cleanliness, table management, equipment readiness, employee roll call, pre-work meeting, whether or not the kitchen can prepare all menu items, low ingredient inventory, sales readiness, etc. to ensure maximum readiness and impress customers.
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In closing the restaurant, it's necessary to have a checklist for order and cleanliness covering things like whether or not lights and electrical appliances are turned off, whether or not equipment and ingredients are properly stored, etc. to prevent potential damage
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Customer Complaint-Handling Manual
Many restaurants overlook the importance of having a manual for handling customer complaints. Because there could always be dissatisfied customers in service work, the important thing is trying to end the customers' dissatisfaction in a good and swift manner without allowing customers to continue feeling dissatisfied. Therefore, it's necessary to have a customer complaint-handling manual. You should provide step-by-step descriptions of every situation that might frequently occur such as how to resolve a situation where an employee spills water on a customer, who should greet customers when receptionists aren't around, what to do when food contaminants are found, the procedures to follow to keep pictures of contaminants from being publicized on social media and the tools to use to resolve problems and satisfy customers.
All of the manuals above are manuals that every restaurant should have to ensure standard work systems and prevent potential problems.
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