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Table of Contents
1. Introduction
2. Section 1: Restaurant Overview
3. Section 2: Employee Onboarding
4. Section 3: Customer Service
5. Section 4: Food Preparation and Presentation
6. Section 5: Safety and Sanitation
7. Section 6: Opening and Closing Procedures
8. Appendix
Section 1: Restaurant Overview
1.1 - Restaurant Background
Brief history of the restaurantMission statementVision statement1.2 - Restaurant Policies
Dress codeTipping policybreak policiessmoking policy1.3 - Restaurant Hierarchy
Organizational chartGeneral managerAssistant managerService managerKitchen managerServersBussersCooks1.4 - Restaurant Goals and Objectives
Provide excellent customer servicePrepare and serve high-quality foodMaintain a clean and safe environmentIncrease sales and revenueEnhance the reputation of the restaurantSection 2: Employee Onboarding
2.1 - Employee Information
NameAddressPhone numberEmail addressPositionStart dateSalary2.2 - Employee Handbook Acknowledgement
Signature page for employee and managerDate signed2.3 - Employee Benefits
Health insurancePaid time off (vacation, sick leave, personal days)Retirement plan (401k, IRA, etc.)Discounts (in-house, gift cards, etc.)2.4 - Employee Expectations
PunctualityProfessionalismTeamworkConfidentialityCleanliness2.5 - Employee Scheduling
Schedule format ( días, shifts, start and end times)How to request time offHow to trade shiftsSection 3: Customer Service
3.1 - Customer Service Standards
Greet customers promptlyFriendly and attentive serviceExplanation of menu and dishesTake orders accuratelyServe food and drinks quickly and efficientlyFollow-up with customersRespond to customer complaints and concerns3.2 - Telephone Etiquette
Answering the phone promptlyUse of scripted greetingTake messages for guestsHandle customer complaints over the phone3.3 - Cash Handling Procedures
Receipt of paymentsProcessing cash, credit card, and gift card transactionsCounting, reconciling and reporting cash at the beginning and end of the shift3.4 - Gift Certificate and Gift Card ProceduresSelling gift certificates and cardsRedeeming gift certificates and cardsExpiration dates and fees3.5 - Handling Customer Complaints
Identify and acknowledge complaintsApologize and empathizeTake action to resolve the issueFollow up to ensure satisfactionDocument complaints and resolutionsSection 4: Food Preparation and Presentation
4.1 - Food Preparation Standards
Portion controlGarnishingPresentationFood safety and sanitation4.2 - Recipe Management
Recipe cardsIngredientsMeasurementsPreparation steps4.3 - Food Safety and Sanitation
Personal hygieneFood storage and rotationCleaning and sanitizingPest control4.4 - Menu Knowledge
Description of dishesIngredientsPreparation methodsMenu suggestions and recommendationsSection 5: Safety and Sanitation
5.1 - Restaurant Safety
Emergency exitsFire extinguishersAccident reporting proceduresSafety meetings5.2 - Sanitation Schedules
Cleaning schedulesSanitizing schedulesPest control schedules5.3 - Food Safety Procedures
Food storage and rotationRefrigerator and freezer temperature controlCooking temperaturesFood handling and preparation5.4 - Unsanitary Conditions
Identifying unsanitary conditionsProcedures for reporting and handling unsanitary conditionsSection 6: Opening and Closing Procedures
6.1 - Opening Procedures
Pre-opening checklistPre-opening meetingSetting up the dining room and kitchenPre-opening cleaning and sanitizing6.2 - Closing Procedures
Closing checklistCash handling and reconciliationCleaning and sanitizing the dining room and kitchenResetting tables and preparing for the next day6.3 - Counting and Reconciling Cash
ResponsibilitiesCash counting proceduresCash reconciliationDiscrepancies and correctionsSection 7: Appendix
7.1 - Emergency Contacts
Manager's contact informationEmergency services contact information7.2 - Useful Resources
Supplier contact informationEquipment manualsCleaning and sanitation resources7.3 - Restaurant Floor Plan
Layout of dining room and kitchenLocation of equipment, storage areas, and restrooms 7.4 - Glossary
Definitions of industry-specific terms
7.5 - Memorandum of Understanding
Acknowledgment of policies and procedures listed in the training manual.
This restaurant training manual provides a comprehensive guide for new hires and a reference for existing employees. It outlines restaurant policies, customer service expectations, food preparation and presentation standards, safety and sanitation procedures, opening and closing procedures, and includes an appendix for additional resources. This manual ensures that all staff members are knowledgeable, skilled, and provide exceptional service to guests, ultimately enhancing the restaurant's reputation.
DISCLAIMER: This information is provided for general informational purposes only, and publication does not constitute an endorsement. Kwick365 does not warrant the accuracy or completeness of any information, text, graphics, links, or other items contained within this content. Kwick365 does not guarantee you will achieve any specific results if you follow any advice herein. It may be advisable for you to consult with a professional such as a lawyer, accountant, or business advisor for advice specific to your situation.
