Server Manual - Los Angeles Mission College



(this page left intentionally blank)Table of ContentsPart 1: Where to Start2Before Getting Started2Part 2: New Store Timeline and Checklist38-Week Checklist37-Week Checklist56-Week Checklist75-Week Checklist94-Week Checklist103-Week Checklist122-Week Checklist141-Week Checklist16Vendor Product/Service Checklist18Office Items Checklist19Part 3: Local Store Marketing21Trade Area Survey22Competitive Analysis Chart25Cross Promotions Contact Form26Potential Groups Contact Form27Event Coordination/Contact Form28Grand Opening Advertising29Media Schedule31Blitzing Schedule32Ongoing Marketing Plan 33Part 4: Employee Hiring34Recruiting35The Interview Process36Interview Worksheet37Orientation40Part 5: The Training Process42Schedule and Conduct Training42Sample Training Schedule43Final Training Notes43Part 6: Pre-Opening Checklist44Conclustion46Key Contact numbers46(this page left intentionally blank) Part 1: Where to StartCongratulations on your upcoming new restaurant opening. This manual was designed to give you “how-to” instructions and provide you with the support material required to make your opening a success. Within this manual you will find checklists, marketing plans, hiring and training information, and much more.This manual uses checklists to track activities along with suggested timelines.To make best use of this manual we suggest that you:Scan each section to get an overall look at the store opening process.Review the week-by-week checklist and enter calendar dates for each week.Become familiar with the sequence of events listed in each of the sections of the manual.As you begin the process, check off the items on the lists as you complete them.Before Getting StartedOpening a restaurant takes time, patience, and enormous work to make sure everything is done on deadline, on budget, and according to specifications.Here are some suggestions to help you stay on course:Study your lease so you know your responsibilities before, during, and after construction.Check with the contractor to make sure local authorities have approved plans and that you meet zoning regulations.Make sure you have applied for federal, state, and local tax numbers.Check with your contractor to make sure you have received all licenses pertaining to your area.Have a storage area available where you can store equipment, smallwares, supplies, etc. as you receive them. This way you do not have to coordinate with your contractor to receive items at the restaurant site.Your first priority is to the building and supplying of your restaurant. Work closely with your contractor. He will rely on you to explain the operation of your business.342900-1905Do not assume anything! Put everything you want done, in writing. Part 2: New Store Timeline and Checklist071120On the following pages, you will find a series of checklists for the “opening countdown.” Use the checklists to organize your opening activities.Expect to spend at least one hour daily at the construction site to check progress and supervise activities.Week of _______________ / Date8 Week ChecklistNotes______Prepare pre-opening budget______Evaluate local broadline distributors-consider the followingScope/lines of products availableDelivery times/frequencyPrices on key productsCredit termsElectronic/Internet ordering optionsOther support services offered; business reviews, consultation, staff training, ______Order cooking equipment______Order smallwares and tabletop items FlatwareTablewareGlasswareSugar caddiesSmallwares and kitchen utensilsSalt & pepper shakersTable tentsVases__________________________________________________________________________Setup utilities (gas, electric, phone, etc.)______Order beverage service______Order exterior signage______Order POS system______Establish insurance______Start ordering/acquiring store decor______Establish menu prices and order applicable materials – menu board lettering, menus, etc.______Apply for necessary licensesHeath departmentFood manufacturerWater departmentBusiness licenseSales & use taxLiquor license ______Check local health codes/ordinances______Determine requirements for alcoholic beverage serverDetermine local certification requirements (HACCAP training)Order office equipment CopierFaxComputerCalculators__________________________Order office furnitureDeskChairFiling cabinet_____________Establish payroll processing serviceWeek of _______________ / Date7 Week ChecklistSourceNotes______Arrange for moving company, if needed______Check status of following licenses:Heath departmentFood manufacturerWater departmentBusiness licenseSales & use taxLiquor license______Check Status of following tax numbers:SalesFederalStateLocal______Establish banking______Obtain bids on the following services:Local trash pick-upGrease removalExterminatorLaundryAppliance repairFire extinguishersMusic systemAlarm & security systemKnife and blade sharpeningWindow washingDishwasher service_____________________________________________________________________Acquire software needs (MS Office, scheduling, food management software)______Determine emergency plans, exit procedures and create maps______Acquire music system or service______Finalize POS decision.______Select pre-opening interview site.______Organize pre-opening parties (press events, VIP, contract supplies…)__________________Week of _______________ / Date6 Week ChecklistSourceNotes______Order “Opening Soon” and “ Now Hiring” banners for windows______Order “Grand Opening” banner ______Order plastic engraved signs – Ladies, Men, No Smoking, Delivery Hours, Etc.______Set up order books______Set up maintenance and cleaning calendar______Set up inventory system______Conduct walk-through with contractor______Check inspection dates______Prepare “Help Wanted” ads______Receive tax numbers______Identify staffing needs and develop action plan for meeting staffing needs______Retain full set of building and equipment plans for operational files______Acquire mandatory posters______Acquire children amenities (high chairs, boosters, crayons, etc.)______Setup communications for office, fax, pagers, and hostess stations equipmentSetup up credit card merchant accountsSource employee nametags and uniforms______Acquire entertainment permits, and list of potential entertainers______Acquire menu materials - covers, inserts, to go menus, catering, children______Select accounting service or in-house bookkeeper and acquire software______Develop invitation list for pre-opening parties and order invitations______Order Restroom accessoriesHand towels/dryerSoap dispenserTrash receptacles______Order valet stand and key control system__________________Week of _______________ / Date5 Week ChecklistSourceNotes______Set up equipment maintenance log book______Order office and miscellaneous supplies(See office supply checklist) ______Finalize vendors for food/paper products and set up delivery schedules with vendors (and commissary) – include backup vendorsProduceDairyMeat/PoultryPaperDry GoodsBeverage________________________________________Place “Help Wanted” ads______Purchase training materials for food safety training______Develop deposit procedures (establish armored car service or other)______Set up fire and health inspections______Finalize food and supply orders for training, mock shifts, and opening week______Develop birthday policy (special dessert, song, etc.)Label valves and check for compressor accessibilityLabel switches, breakers, and check for accessibility______Setup employee filing systemAcquire first aid boxAcquire bids and select vendors forInterior plantsLandscapingAcquire janitorial equipment (wet floor signs, mops, buckets, vacuum, trash receptacles)Create seating chart and waitstaff sectionsSetup petty cashAcquire tip trays, and check presentation folders, if not provided from merchant account providerWeek of _______________ / Date4 Week ChecklistSourceNotes______Receive case work & furniture:CountersCabinetsMenu board frameTablesChairs/bar stools_______________________Select services from bidsLocal trash pick-upGrease removalExterminatorLaundryAppliance repairFire extinguishersMusic systemAlarm & security systemKnife and blade sharpeningWindow washingDishwasher service_____________________________________________________________________Prepare/schedule interviews______Prepare training schedule______Prepare opening week schedule – schedule heavy______Determine emergency equipment shutoff procedures______Acquire internet service provider______Acquire kitchen clock, tools and tool kit______Receive linens______Send out opening party invitations______Review OSHA requirements with management______Parking lot striping and handicap space requirementsCreate job aids (pictures of menu items, procedure steps, etc.) for kitchenSend out press releases to local mediaSetup POS/register training for management and crew Week of _______________ / Date3 Week ChecklistSourceNotes______Receive smallwares______Obtain sub-contractors’ telephone numbers ______Set up installation of beverage service______Interview staff______Plan/prepare training sessions______Assemble the following new employee suppliesApplicationsUniformsEmployer-employee agreementsW-4 & I-9 formsCash register policiesEmployee Handbook__________________________________________________Obtain following suppliesBags and night deposit keysDeposit stamps and deposit slipsCoin rolls and bill bands______Install and inspect alarm system______Install fire extinguishers______Assign employees for HACCAP training & certification______Install ice machine, determine backup provider______Order initial food for training______Initial paper goods order______Create detailed inventory worksheets (count sheets)______Acquire janitorial cleaning supplies (carpet, tile, floor cleaners, spot removers, gum solvent)______If required, assign employee(s) for certification training for alcoholic beverage serving______Conduct alcoholic beverage training______Inspect Ansul system______Prepare order and delivery schedule for vendors______Create control system for padlocks for cooler doors______Install and test POS system______Prepare a manual to house all equipment maintenance and repair instructions ______Conduct a safety audit______Acquire wine training program from wine vendorWeek of _______________ / Date2 Week ChecklistNotes______Receive tables, chairs, table tops, benches______Test all equipment ______Install canopy/awning/canvas______Finalize hiring______Finalize training schedule______Post the following:Laminated Personnel PosterOSHAFLSAADAEOE The Heimlich Maneuver posterSafe Lifting poster______Check walk-in and refrigeration temperatures______Start construction punch list______Clean and sanitize walk-in______Receive and set up shelving for walk-in and dry storage______Label shelving______Calibrate temperatures for:Fryers/GriddleOvenStove____________________________________________________________Set exterior signage light timer______Acquire hostess stand supplies (reservation book, call clock, pencils, notebook)______Place initial alcoholic beverage order______Determine light levels and label for each period of the day______Week of _______________ / Date1 Week ChecklistNotes______Receive supplies______Hang inside décor______Clean all equipment, smallwares, and stainless steel______Hold final inspections______Receive certificate of occupancy______Complete equipment warranty cards______Run ice machine/empty/sanitize/refill______Finalize opening week schedules______Buy change and small bills from bank______Receive initial orders______Finalize clean-up of interior and exterior______Wash windows______Install plants______Continue construction punch list______Conduct training – final certification______Conduct practice run (dress rehearsal)______Complete pre-opening checklist______Take an opening inventory on all food and beverage items______Receive initial change order from the bankVendor Products/Services ChecklistProduct/ServiceVendorSales RepPhoneStatus/CommentsOffice Items ChecklistItem# In StockPar Quantity# NeededBasic SuppliesPens10Pencils6Paper clips2 boxesTape3 rollsRubber bands2 boxesThumb tacks1 boxStapler1Staples2 boxesStapler remover3Hole puncher1White-out2 bottlesScissors2 pairLetter opener1Blank manila folders25Hanging files1 boxLegal pads2Dry erase markers1 packPost-it pads4Highlighter1Envelopes2 boxesCash RegisterCounter printer rolls (cases)1Kitchen printer rolls (cases)1Counter printer ribbon (cases)1Filing and Storage3 ring binders2Sheet protectors2Hanging folders25Manila folders25File folder labels1 packClip boards6Computer and Register EquipmentAdd machine rolls1 packCD’s1 packDeposit tape books2Label machine tape2 rollsPaperWhite computer paper2 packsSpiral notebook2Legal paper1 packComposition notebooks1 packIndex cards2 packsFirst aid suppliesBand aids1 packBurn ointment1 tubeBurn cream1 tubeAloe1 tubeAdvertising ItemsMenu’s100Business cards100MiscellaneousMatches1 bookHooks1 packLighters4 longPrinted SuppliesApplications100Counseling sheets50W-4 forms50Till count slips (pads)4 padsReceipt voucher pads2 padsNegative sales and comp meal vouchers50Interview questionnaires3I-9 forms50Injury reports (customer)25Injury reports (employee)25Safe count sheets60Daily sales sheets60Daily sales envelopes60 Part 3: Local Store Marketing027940This section is designed to provide you with the tools necessary to market your restaurant within your trading area and throughout your community. By using a variety of techniques to call attention to your new restaurant opening, you can significantly enhance your image throughout the community.Always remember that the best marketing program is delivering guest satisfaction through outstanding restaurant operations daily. However to a well-run operation, local marketing can truly deliver more customers and increased sales and profits.Local store marketing is a proven way to build business through targeted programs implemented in your trading area. Done correctly, local store marketing can establish your location as a restaurant of choice, build community goodwill, increase your base customers and even create an image of the place to go for the best [insert signature item] in the business.The first steps to building a successful grand opening plan are:Pick a date – the best day for a Grand Opening is a [Choose weekday or weekend]. Don’t rush yourself. Be sure your store is in perfect running order and your staff is hired and trained.Establish a budget. Hang a ‘Coming Soon’ Banner – Hang the banner prominently on your storefront 45 days prior to opening. Once you have those three steps in place it is time to prepare your local store marketing and grand opening plan. Trade Area Survey You will begin by filling out the Trade Area Survey as completely as possible.The purpose of this process is to:Help you understand and envision the store’s dynamics and its customers.Help you focus on the key marketing opportunities for this particular location.Provide a guide for developing a marketing plan.Trade Area SurveyTrade Area Descriptions(Insert a street map of the area indicating the new restaurant location.)This site is best characterized as (check the most relevant)SuburbanDowntownCollegeOther ____________________Describe the area in terms of its neighborhoods, retail intensity, old or new, etc.Is the trafficHeavyModerateLightHeavy at rush hour onlyDescribe the general customer demographics in your area. (Families, singles, age, income, etc.)Store Location Description(Insert a picture of your store from the street.)Is your unit:FreestandingLocated in a strip mallOther ___________________________Describe parking, accessibility, visibility, etc.What type of street is the store located on? (Commuter thoroughfare, at intersection, at traffic light, etc.)High Traffic Areas/Area ActivitiesList the major activities conducted in the area.List the major gathering places in the area.List the major groups and organizations in the area. (Chamber of Commerce, bowling league, etc.)List the major employers in the area.List the major events that take place in the area. (Include dates)Describe any weather and seasonal considerations (I.e. is this a tourist location, and if so, what is the high season?)Store ProfileProjected average weekly sales = $ __________Projected average weekly customer count = __________Describe the store in terms of signage and location. (On the morning side of the street, if in a mall, where? etc.)Media and Public Relations InformationList the media you may use for advertising. (Television, radio, print, etc.)List the local media you may use for public relations. (Publications you would send a press release.)Competitive AnalysisNote general comments regarding area competition and see chart on next petitive Analysis ChartNameDistance from StoreCore ProductProduct Price RangeMarketingStrengths/WeaknessesCommentsCross Promotions Contact FormDevelop a page for each organization, neighboring store, etc. that you are interested in targeting for potential cross promotion.Business name: ____________________________________________________________Address:__________________________________________________________________Key contact: ______________________________________________________________Customer demographics of the business: ________________________________________Cross promotion ideas (check all that apply)Coupon distribution from their store(s)Joint store offersGiveawaysSampling at an event at their store(s)Product tradeOther __________________________________________________________________Sampling opportunities (consider products, quantity, and cost of promotion.)________________________________ Person responsible for coordinating this cross promotion: __________________________Target date, time, and location of cross promotion: _________________________________Potential Groups Contact FormDevelop a page for each group, including the following information:Business or organization name: _________________________________________________Key contact(s): ______________________________________________________________Address: ___________________________________________________________________Telephone number: __________________________________________________________Fax number: ________________________________________________________________Number of people in group: _______________When does the group meet: ________________Notes on what the group likes to order: Event Coordination/Contact FormList any well known sports events, parades, fairs, festivities, etc. in the area:Event NameContactDateYour InvolvementGrand Opening Advertising491490068580-114300122555Below is an outline of the grand opening advertising plan. Grand opening budget $ __________(The grand opening budget should be limited to media and events that communicate the store’s grand opening.)Grand Opening ElementsPrint advertising – estimated cost = $________Recommend placing 3-4 ads surrounding your store opening. Recommend using a combination of local and regional publications.Newspaper ads should be scheduled to run just prior and just after your actual opening day. Make sure you ad includes your exact location and any opening specifics you may want to include.Radio estimated cost = $________Recommend negotiation a remote with your buy.Recommend buying a minimum of one week to air during [insert your area’s morning commute time] and [insert your area’s evening commute time] drive time on at least two stations whose audience demographics are consistent with your restaurant.Negotiate radio-advertising agreement four weeks prior to opening. Ads should run during the first month of opening.Make sure station reaches your target customer.Negotiate your own radio deals. Call the advertising managers at local stations and suggest an even trade of food for radio announcements. Have uniformed employee deliver food and goodies to on-air personalities.Offer gift certificates and provide them to the station as on-air giveaways.Public relations:Create media kits - A media kit is a folder containing press release, company history background information, photographs and other material to which a report can refer when writing a story.Distribute press kits with samples to local radio, TV and newspaper offices.Contact media for interest.Greet media personally on opening day.Follow-up – The day after the event, call and thank any reporter who covered your event. Write thank you notes to key contacts and other organizations that took part in your grand opening event.Printing and other giveaways estimated cost = $________Samples, blitzing coupons, grand opening party invitations, balloons, etc.Track your marketing efforts – This is an important element in your grand opening strategy. Not only does tracking help determine whether your efforts were successful, but it helps you learn about initial customer perceptions of your restaurant and your product.Measure opening day numbers.Collect newspaper clips and/or tapes of broadcast coverage.Note stream of traffic immediately following the events.Analyze customer comment cards.Media ScheduleNewspaper/publicationAd SizeCostDeadlineDrop Date(s)OfferRadio StationRadio SpotCostDeadlineStart/End DateOfferTelevisionTelevision SpotCostDeadlineStart/End DateOfferDirect mailingPostcard offer# of piecesCostDrop date(s)ExpirationBlitzing ScheduleBlitzing is delivering sample products to area businesses and media contacts, and leaving behind menus and coupons, along with a dose of good cheer and grand opening excitement!Day/TimeBlitzing TeamBusinesses/Media Ongoing Marketing Plan068580The purpose of the ongoing marketing plan is to determine the amount of money you have to spend and how you are going to spend it.Budget:Projected annual sales = $__________Marketing budget (2% or 3% of annual sales) = $______________Strategy:Increase trial and awarenessImprove customer frequencyBuild check averageEnhance community involvementTarget Audience:Think about your business in day parts: weekday breakfast, weekday lunch, weekday dinner, and weekends. Choose your marketing activities based on your largest opportunities.Monthly Calendar:A monthly calendar is a great way to track your marketing impact and see how your efforts affected the business.Blank calendar to track sales, customer counts, and check averages.Transfer all marketing activities on the calendar and update weekly. Part 4: Employee Hiring071120The success to your restaurant opening and continued operation is due in large to your employees. It is imperative that you spend the proper amount of time recruiting, interviewing, selecting and training your employees.Before you can begin recruiting it is important to know what positions you are hiring for and how many positions you need to fill. Since you are opening a new restaurant you will need to fill all positions. The best place to start is to review the job descriptions. Read through each job description and make notes on what the main responsibilities are for each position and what characteristics you will look for in your new employees. This will help in putting together advertisements and flyers for recruiting.When it comes to the number of people you will need to hire it will vary. But, in most cases you will initially need to hire more people when you first open your restaurant to handle grand opening and opening promotions, then when you are under normal operations.Estimated New Restaurant Hiring Needs:General Manager = ________Assistant Manager(s)= ________Shift Manager(s) = ________Front-of-house = ________Back-of-house = ________ Remember, you usually need to interview three people to find one good new hire. So, you will want to take that in consideration when recruiting and setting up interviews.Recruiting-11430068580Now that you know what you are looking for, the next step is to recruit. Here are some suggested recruiting sources:Newspaper adsPlacement servicesVocational counselors at area schoolsState employment servicesHigh schools/collegesOur other restaurants Keys to Effective RecruitingKnow what you are looking for – Review job descriptions.Ensure ads/flyers correctly describe the position and location of your business.Practice selling your restaurant to applicants. – Why should they work for you?Make sure employees at your other restaurants, business associates, friends, etc. know that you are hiring.Have job descriptions available at the restaurant or interviewing location for applicants to examine.Make sure “Help Wanted” signs are clean and visible.Have managers or other personnel at the restaurant location ready to hand out applications upon request.Set specific hours for interviewing. You can do this by indicating this on an ad. “Open interviews for [restaurant name] from 1pm–3pm at….”The Interview Process068580The next step is to bring in your applicants for interviews. Below are steps to a successful interview process:Pre-screen applications:After receiving a number of applications, read through them carefully and select the most promising candidates. In each case, use the job description to help you determine if the applicant would be a good match.Check References:For candidates you plan to interview, check both work and school references. In either case you should try to determine the applicant’s performance, attitude, and work habits. Identify the benefits of selecting the right person for the job.Schedule Interviews:After you identify the best candidates, set up an interview schedule. Select days and times when you can conduct the interviews without a lot of interruptions.Conduct Interviews:The interview is probably the most challenging aspect of the hiring process. In general, you should attempt to make the candidate feel comfortable and free to talk openly. Interview WorksheetApplicant: ____________________ Date: __________ Interviewer: ______________Set The Climate: Thank you for taking the time to talk with us about our open position. This morning/afternoon I will be asking you questions about your application, telling you more about the position and then giving you the opportunity to ask any questions. Job InterestWhy do you want to work for [restaurant name]?Why are you looking for work?Are there any days, nights, or weekends you can not work?What salary do you expect to earn from this job?Work HistoryHave you ever been employed by [restaurant name] or its franchises?Where have you worked before? What did you like and dislike about the job?Why did you leave your last job?How would your previous manager/coworkers describe you?What kinds of tasks do you like doing?What tasks don’t you like?Tell me the most stressful time you have ever had on a job? What did you learn from that time?How would you describe your work ethic?When handling money, has your register ever been +/- $5.00?If you suspected another employee of theft, what would you do?What do you think makes a good manager?Customer Relations/People SkillsHow do you feel about serving customers?What would you say to a customer who told you they were unhappy with the service they received?What would you say to a fellow worker who asked you for help with something?Why should I hire you?Supervision (For hiring supervisors and managers)What has been your experience in hiring employees?What characteristics would you look for in an applicant?How do you evaluate performance?How would you lower employee turnover?What have you done to control employee theft?How would you develop teamwork?How would you reprimand an employee (e.g. tardiness)What kind of discipline procedures have you used?Tell me about the last time you had to terminate an employee?Have you ever trained anyone before? Describe.Financial ControlsDescribe your experience with cash control proceduresWhat were your labor costs and your goal? Your controls?Are you familiar with “Food Costs”? Describe.What experience do you have with financial reports? How can they help you run the restaurant?Provide Relevant Information* Hours of work * Dress Code* Schedule (store/office times) * Training Wages Close the InterviewAsk applicant if they have any questions.NOT HIRED/UNDECIDED: If applicant is not hired immediately, tell applicant that we will be reviewing all candidates and contacting those who most closely meet our needs. Thank applicant.HIRED: If hired, applicant should complete new hire paperwork. Thank applicant and tell them that you look forward to seeing them at Orientation scheduled: _____/_____(Date/Time)Questions you may NOT ask during an interview:Sex and Marital StatusRaceNational OriginReligionAgeHow do you get along with other women?Do you get along with people of other races?Are you offended by Polish jokes?Are you a member of any church?How old are you?Do you have any children?What kind of neighborhood do you live in?Are your relatives from the old country?What is your religious preference?When do you plan to retire?Is your spouse employed?Do you own or rent?Were you born in this country?Are there any religious holidays you can’t work?Would it bother you to have a boss younger than you?Are you pregnant?What kind of accent is that?What nationality is your name?Do you believe in god?How do you get along with younger people?Do you have childcare issues?Have you ever been arrested?Do you speak a foreign language?How do you feel about people of different religions?Can you keep up with the younger people?Are you married?How do you feel about people of other races?Which clubs, societies or lodges do you belong to?Do you have your own vehicle?What political organizations are you a member of?Just remember to keep the interview professional and not personal. Stay away from any personal questions during the interview process. Also at no time may you write comments on a persons application form. Keep notepaper or post-its available for quick notes regarding applicants.Orientation068580Once you have selected your new employees through the interview process it is time to orient them to [restaurant name]. Before you begin your orientation you will need to gather new employee packages for each person. Assemble the following for each employee:New Employee Package:Employee Handbook I-9 and W-4 FormsEmployee Information Sheet__________________________________________________________________Orienting a new employee is critically important. The orientation is your new employees’ first real exposure to the job. It sets the tone and establishes the new persons’ expectations.Your objectives for the orientation are:Introduce them to rest of the team.Develop familiarity with equipment.Show where supplies and products are stored.Explain the routine the employee will follow at first.Supply all needed materials, including reference manuals, booklets, rules, guidelines, and uniform.Review important rules and policies.Go over the training schedule and objectives.Explain all necessary forms that must be completed and signed.Typically, your orientation will take two days. Cover basic information on the first day. Then add more information on the second. This will give new hires time to sort out information and not become overwhelmed. Here is a sample orientation schedule: Day 1 – OrientationComplete basic payroll information.Handout and review key forms:Employee HandbookEmployee Information SheetEmployee Agreement FormAsk them to sign all forms and place in file.Give a tour of the restaurant, including:Where to leave personal belongings and change into uniform.The kitchen and major equipment.Where supplies are kept.Where safety equipment is kept.Introduce them to their co-workers/managers.Have them sample products and discuss them.Show them how to use the time clock and explain proposed schedule.Tell them about payday process.Day 2 – OrientationAsk for and answer questions from Day 1.Review all safety proceduresReview any information you didn’t have time for on Day 1.Explain employee benefits.Explain how performance will be evaluated.Explain the training program they will complete and provide them with the training schedule.Give applicable training materials to new employees, for review prior to training.The way you conduct orientation is the first example of how you manage people! So take your time and do it right the first time. Part 5: The Training Process New employee training is a crucial element to your grand opening. The first impression your restaurant makes on new customers will be by your employees. It is important to take the time to plan and execute a comprehensive training program for all new employees.Where to start:Before you can begin training make sure the following items are in place:Construction is complete, store is cleaned.The certificate of occupancy is in place, as well as, all licenses for operation.All equipment is installed and running.Employees are scheduled for training sessions.The proper amount of product is ordered for training and opening week.Trainer(s) is assigned to the training.An orientation has been given prior to training and all employee paperwork has been completed.All training materials are at the training location (books, videos, etc.)Schedule & Conduct TrainingTraining for a new restaurant is different than training employees for an existing restaurant. In most cases, a new store opening will require hiring and training a large number of employees all at once. This can be logistically challenging.Here are some suggested training approaches:Divide the training into two identical sessions. A morning and afternoon training session.Divide the employees into two groups and assign them to either the AM or PM session.Within a session, conduct classroom training as a group. For practical training, break the restaurant into training stations, and then divide the employees between the stations. Periodically rotate employees through stations. You will need multiple trainers, depending on the number of concurrent training stations.)Group A: Morning Session Sample ScheduleDay 1Day 2Last Day8:00 amIntro (All)8:00 amReview (All)8:00 amPreparation for open house (All)8:30 amSanitation & Safety (All)8:30 amCustomer Service (All)9:00 amOpen House (All)9:00 amStation 1: Register – (A)Station 2: Dining Room (B)Station 3: BOH/Prep (C)9:00 amStation 1: Drinks/Coffee (A)Station 2: Drive Thru/Take Out (B)Station 3: Cleaning (C)10:00 amStation 1: Register (B)Station 2: Dining Room (C)Station 3: BOH/Prep (A)10:00 amStation 1: Drinks/Coffee (B)Station 2: Drive Thru/Take Out (C)Station 3: Cleaning (A)11:00 amReview (All)11:00amStation 1: Register (C)Station 2: Dining Room (A)Station 3: BOH/Prep (B)11:00amStation 1: Drinks/Coffee (C)Station 2: Drive Thru/Take Out (A)Station 3: Cleaning (B)11:30amReceive Opening Schedule (All)12:00pmClean/Quiz (All)12:00pmClean/Quiz (All)12:00pmClean (All)Final Training NotesThe importance of new restaurant training is to ensure that employees have enough time to feel comfortable with their job. The best way to do that is to give them as much hands-on experience as possible. If this is not the first store in the area, send employees to the existing establishment for practical experience with customers. If this is the first store in the area, you will have to simulate the working environment with role-plays and practice with other employees. Also, try hosting an Open House. Invite family and friends for an Open House. This is a great way to give your employees practice time that is realistic, yet non-threatening.With well trained employees you can feel confident about the service that your customers will receive. This will allow you more time to concentrate on the management aspects of the opening. Part 6: Pre-Opening ChecklistThis checklist is to be filled out 1-2 weeks prior to opening. This form is designed to help you identify any areas that immediate attention prior to opening your restaurant.Store Location: __________________________________ Date: _______________________Projected Opening Date: ___________________________ Manager: ____________________EquipmentComments/IssuesInstall/RunningInitialOutside AreaOutdoor LightsOutdoor SignageOutdoor FurnitureAwningParking LotSidewalkWindow logo/decalsHours of businessDining RoomTables/ChairsCondiment StandsWaste ReceptaclesDining Room LightsPlantsPicturesFloorSound SystemHost StandRest RoomsToilet/Sink/UrinalWaste ReceptaclesSoap Dispenser, Tissue Dispenser, Towel DispenserHand Wash SignADA ComplianceMirrorsService LineCup/Lid HoldersDrink EquipmentSoda TowerCash RegisterHand SinksCounterTea EquipmentKitchen AreaFryersSinksSandwich StationOrder tableWalk-in Cooler/FreezerIce MakerGriddleSteamerReach-in Cooler/FreezerFreezerGarbage CansVent HoodOvenBack Area/StorageCoat rack/LockersMop Closet/HooksCleaning SystemSoda System/Chain for CO2MSDSAll AreasCeiling VentsWalls/BaseboardsHeat/Air SystemEmergency LightingMiscellaneousFire ExtinguishersWash Hand Sign(s)Additional Notes:Opening Approved by: _____________________________________ Date: _______________ ConclusionA store opening is an exciting time for everyone. Taking the steps outlined in this manual will assist you in ensuring a smooth opening. This will allow you to enjoy the process – and hopefully years of success with your new store.Congratulations and Good Luck!Key Contact NumbersNamePositionPhone Number ................
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