The success of any restaurant depends on the quality of its restaurant operations manual. It eases staff management. Because it helps your staff to deal with difficult situations while working on the floor. It also helps in preventing human errors by documenting workflows and processes. Moreover, creating a restaurant operations manual is the only way to ensure that your employees know what they have to do, how to do it, and they have the resources to do it.
BUT before we start… WHAT are restaurant operations?
Restaurant operations are all front of the house and back of the house activates that take place in a restaurant, running the business. They are about much more than food. Restaurant operations consist of all activities involved in the food preparation, customer service, cleaning, purchasing raw materials, ordering and stocking ingredients, accounting, reporting, etc.
What is a restaurant operations manual?
The operations manual is the documentation by which an organization provides guidance for members and employees to perform their functions correctly and reasonably efficiently. It documents the approved standard procedures for performing operations safely to produce goods and provide services. Compliance with the operations manual will generally be considered as activity approved by the persons legally responsible for the organization.
The restaurant operations manual is intended to remind the restaurant staff on how to do their job and carry out their tasks with consistent results. It is either a book or folder of printed documents containing all of your standard operating procedures, your hierarchy, contact details, and emergency procedures. An operations manual cannot be an alternative of a training program. Nevertheless, it should be sufficient to allow a trained and competent employee to adapt to the restaurant’s specific procedures.
A good manual will inform your employees precisely what they need to do, whom they are responsible for, and what they are responsible for. It should be available for reference whenever needed. Not to mention that you have to periodically review and update this document whenever appropriate to ensure that it remains current.
The Benefits of a Restaurant Operations Manual:
1. Maintaining Consistent Operations:
One of the main purposes of many business operations manuals is to maintain the consistency of the operations in order to create a successful and credible business. This manual provides you with a detailed guideline and fully documented processes for every task you or your employees do. It illustrates how you should go with the operations of the restaurant that every employee must adhere to.
It helps you maintain Consistency while preparing a dish, serving the customers, or cleaning the kitchen and the tables. For instance, if you run a fast-food restaurant, you want to ensure that your customers will be able to enjoy the same high-quality food and customer service every time they show up in your restaurant. It is important to know that having consistency in food and customer service will help you to attract and retain customers more efficiently.
2. Reducing Time Employees Spend in Learning:
New employees on board usually take a long time to be acquainted with your restaurant operations regardless of their level of experience since every restaurant has its way to perform its operations.
A comprehensive, well-written and well-researched restaurant operational manual acts like an employee knowledge base. It is a reference an employee can go to when having a question or needing something explaining, rather than disrupting somebody else or researching how to complete it and wasting time in doing so. New employees on board can easily read them to know what you expect them to do and how they should get their work done.
3. Centralizing All Important resources and processes:
When a key staff member might be unavailable to come to work, the restaurant operations need not come to a standstill. Alternatively, an employee can refer to the restaurant operations manual to fill in the place and carry on with the restaurant operations immediately. This can be done by documenting your processes, hierarchy, job descriptions, emergency procedures, and more and centralize this entire information in the operations manual.
4. Delegating Tasks Easily as Everyone is Accountable:
Making everyone accountable for his or her actions can effectively reduce human error. A well-written restaurant operations manual effectively keeps everyone responsible for what they need to do, and whom they need to talk to if there is a problem. Moreover, when you need to delegate a specific task, you easily identify who will be able to help you or advise you according to his job description.
Additionally, knowing that every employee knows everyone else’s responsibility is a brilliant motivator. Therefore, your staff’s output should also increase.
5. Increasing Customer Satisfaction:
Your restaurant operations manual shall clarify the way of dealing with the customers, with their queries, refunds, promotions, follow-up and more. By adhering to this manual, your employees will treat all your clients fairly and equally, delivering consistent customer service. This can enhance your customers’ interactions with your restaurant.
That is to say, delivering consistent customer service helps you build a base of happy and loyal customers. Consequently, you will automatically be able to keep your cash registers overflowing.
You need to provide your staff with a comprehensive restaurant operations manual so that they will have a clear understanding of what is expected of them. As well as it will help eliminate the mistakes, that may arise when you do not offer written documentation.