Operational efficiency for duc hung CP

Business operational planning: human resource planning and training Human resource planning  Director Responsible and authority to administer, manage, and supervise the entire business

IV/ Operational efficiency

1 Business structure & governance

 Organiztion Chart

Attracting talent at the start is a difficult thing for a startup, because the budget for the company is still tight This staff had to complete the stages of arranging, preparing and constructing the process the first time it was established and not open to welcome guests This is considered to be a primitive management team to help complete every process The ones I need to locate this partner would be eference sources, former colleagues and my friends These are the people that will help me edit the restaurant and complete the missing steps in running it

2 Business operational planning: human resource planning and training

Human resource planning

 Director

Responsible and authority to administer, manage, and supervise the entire business activities including: participating in building business plans, marketing strategies, customer care, recruiting employees, solving the serious, irregular and abnormal work

 Kitchen Department

 Head of Chef

1 Managing and

controlling the

work in the

kitchen department

 Organizing the first shift meetings as prescribed

 Directly disseminating new regulations and information of superiors so that employees in the department know, ensuring accuracy and timeliness

 Assign work to employees in the kitchen department

 Plan your expenses and place orders, then divide the work by related locations

Director

Kitchen

Department

Head of Chef

Marketing - Sales Department

Accounting - cashier department

Chief accountant

Cashier

Restaurant manager

Desk department departmentBar DepartmentSecurity departmentToilet

 Control the workflow of employees, ensuring compliance with standard restaurant processes

2 Make a menu,

set out the

processing and

quality of the food

 Be responsible for planning, researching the menu of new items to be added to the restaurant menu

 Assignment, specific assignments for the chef

 Establishing processing specifications, professional guidance for kitchen staff on the process of processing standard dishes

to serve customers

 Ensuring the quality of dishes after processing; directly check the quality of the dish before sending it to the service department

3 Management of

kitchen goods and

materials

 Inventory of quantity and quality of imported goods

 Checking the quality of food items, materials in the kitchen

 Checking the quality of the remaining foods, spices at the end of the shift to preserve, process and handle appropriately

 Making decisions to destroy unqualified food and goods

4 Personnel

management of

the kitchen

department

• Planning and directly recruiting personnel from the kitchen department

Direct professional guidance for kitchen staff, training new kitchen staff

• Directly set out working rules in the kitchen department; Establish policies and regulations in the kitchen that apply to each job and specific position

• Arrange a reasonable working schedule for employees, be flexible

in assigning personnel, arranging holidays and leave for employees

 • Periodically assess the accomplishments and performance

of all employees in the kitchen department

5 Ensuring

hygiene standards,

food safety

 Responsible for quality control of hygiene in the entire kitchen space

 Regulations on standards of personal hygiene, uniforms for kitchen staff

 Organize employees to clean the working area, tools and equipment used in the kitchen in accordance with the process

 Ensuring the hygienic quality of the dishes before serving them

 Instructing and supervising employees in using and

preserving common property, equipment and machines in the kitchen

6 Managing

kitchen tools,

components

• Every month, coordinate with the accounting department to inventory all kinds of assets, machines and tools in the kitchen

• Instruct, monitor the use and storage of property, machines, kitchen tools of employees

7 Other jobs  Directly processing food when the number of customers, or

customers request

 Coordinate with Restaurant Management, Sale & Marketing department to plan, implement business ideas, menu ideas and promotions for restaurants

 Collaborate with relevant departments to receive and resolve customer queries, complaints and complaints about food quality

 Making daily food expense reports to the accounting department; report the work plan and recurring food expenses to the Restaurant Manager

 Perform other related work under the direction of superiors

 Chef

- Support the chef in related jobs in the Kitchen department

- Directly involved in food processing

- Train and guide new employees when required

 Primary processing/ Cleaning Workers

- Preparation and primary processing of raw materials, preparation of appropriate processing equipment

- Storing foods in accordance with the regulations

- Responsible for hygiene for the entire kitchen area

- Perform other tasks as assigned

 Marketing - Sales Department

- Develop a market research plan to know the current brand identity of restaurants and hotels as well as customer satisfaction about the services that the unit is providing

- Deploy campaigns to promote the brand, promotions, gifts, of the hotel restaurant in accordance with the goal of promoting business

- Design: banner, leaflet, …

- Writing PR articles for restaurants

- Building and implementing advertising campaigns

- Building customer care data and developing online system

 Chief accountant

- Responsible for supervising the performance of tasks of the whole department

- Prepare financial statements, receipts and expenditures of the bank

- Track and report daily work to higher levels

 Cashier

- Make an invoice and collect money from the guests

- Enter data into the notebook, save the invoice

- Submit money and report revenue to the Chief Accountant

 Restaurant manager

Responsible for managing the entire business operations of the restaurant such as quality control of service, training, management of the workforce, advising customers, resolving incidents and situations occurring in the past working process, under the direct guidance of the board of directors Perform tasks such as segmentation, division of work areas for subordinates at the beginning of each shift, training, coaching new employees, solving on-the-spot situations within their powers and other jobs as prescribed

 Desk Department

- Ensuring full and accurate implementation of the work prepared to serve customers

- Dedicated service, attentive attitude attitude, polite, to meet the needs of guests

- Clean up, clean when guests come back and set up again

- Coordinate activities with other departments to complete the task

 Bar Department

- Responsible for preparing drinks at the request of guests

- Preserve food, utensils, equipment in the work area

- Ensure cleanliness in the bar area

- Checking and monitoring the status of raw materials in the bar area, ordering materials for the bar

- Prepare related reports according to regulations

- Support other teams in completing the task

- Perform other tasks as assigned

 Security Department

- Responsible for security and order issues at the bank

- Ensuring safety for customers about: life, property,

- Perform other tasks as assigned

- Coordinate with other staff to complete the work

 Toilet department

- Ensure cleanliness for the whole area in charge and the whole bank

- Clean, wash dishes

- Perform other tasks as assigned

Training

Restaurant business is an industry with deep connection with customers and the staff is the direct representative of the restaurant when serving customers Diners will evaluate the restaurant through many factors such as space, price, food, service, and in which the attitude of the staff accounts for 50% Therefore, for any restaurant to achieve success, the training of staff needs to be carefully prepared The restaurant carries out the training divided into two steps: Integration training and Professional training

 Integration training, staff orientation

Staff trained in the restaurant's business culture We create conditions at our restaurant for each person to build the career path they want and always create a healthy, supportive working environment "Job right people." No one is flawless and everyone has to consider their flaws and strengths "It's a pleasure every day of work." We believe that people can make enjoyable products when the customers are happy "Treat colleagues to brothers." Rather of battling assistance will help us build a solid base "Treat customers as ladies." While most customers are male in our restaurant, but if they treat them as wholeheartedly as ladies, customers will give you utter satisfaction "Customers might be not right but we're always wrong." Always nice, sorry, and happy

 Professional training

The restaurant develops a specific training plan for each department and location with the following specific steps:

 Determine training needs: based on the restaurant's business strategy, standards

of job requirements for each position, qualifications, professional qualifications

of employees and employee aspirations (according to the table attached staff training needs survey form)

 Determine the training goals for the position the staff needs training

 Determine who needs training

 Training method and training person: Develop training plans, specific content for each position The training method is applicable to “On the Job training” Staff will be sent in for advanced training in their department The next senior will be people educating and appraising employees The employees will have a specific training plan, depending on increasing position and rank, and this plan will be the responsibility of that department's manager

 Assess training effectiveness.

3 SOPs to ensure quality standard, cash handling, etc.

Standard operating procedure (SOP) at the restaurant

 Parking

 The security will greet the guest

 If they come with a bike or car, security will take their bikes or show them where to

park car, give the parking ticket

 Show them way to enter the restaurant

 Open the door for customer

 Welcoming

 Greet and ask for number of customers

 Check for available seats (rush hours)

 If there is no available, ask for name, phone numbers and indicate waiting time

 Show them the waiting area

 Give customer hot tea while waiting

 Never seat the customers when the table is not ready

 If customers come with group, everyone must present at the restaurant Never seat the

customers to keep the table for their group (especially rush hour)

 Presenting the menu

 Lead customer to the table with the menu on hands

 Show the special menu and promotion (if any)

 Ask for special diet and allergies

TIP: greeting by asking how they are, communicate with customer

 Taking order

 Ladies first

ParkingW e lco g m in Presenting the m enuTaking orderServingClearingPaym ent

 Note order properly following rules of the restaurant

 Ask for specific comment (level cooking of meat, add-on)

 Recommendation

 Double check TIP: don’t ask to repeat, just repeat

 Serving

 Drinks are always served before food and always have coaster (except wine glasses)

 Serving ladies first, kids, elderly and men

 Clearing

 Always ask for permission when clearing empty plates, bottles, can

 Never touch the glasses before the customers leave

 Feedback of customer

 Payment

 Never let the customers leave the restaurant before checking out

 ALWAYS check POS receipt and card receipt

 Ask for reviews on Trip Advisor Script:

 Make sure they are happy with the meal

 Ask them to review on trip advisor by saying

 Standard operating procedure (SOP) for online ordering

V/ Sales & Marketing

1 Product positioning

Target market

In the current context, the lives of people in the country are improving, the demand for good food, comfort, food safety and brand is increasingly appreciated

Pho is a famous dish of Vietnamese people, but for decades it was only known as

"curb food" The popular pho market is growing very strongly If investing and doing business in this market segment, it will create fierce competition from other competitors

The staff will pick

up the phone to

receive the request

The employee confirms the order and requests the receiving information (name, phone number and receiving address)

You should confirm the information again.

Up to 30 minutes you will have your favorite food right away

Payment after receiving the food.

and it is very difficult to make a difference in the products that have been manufactured and consumed for a long time in the market of Vietnam Meanwhile, a large part of customers want to be better cared for, want to enjoy a product that can show their social position and assert themselves Being aware of the above, the restaurant decided to select the segment of high-class customers, foreign tourists, luxury noodle market and chose the competitive strength of delicious taste, food hygiene and safety quality service

Competitors

With the segment of luxury noodle market and target customers who are high-income and foreign tourists, business location in District 2, the restaurant will have some direct competitors, same segment The customer segment is the famous and crowded Pho restaurants in District 2: Pho Bui Gia, Pho Nam Vuong, Pho 10

Building product image

Focus on building the characteristics of Vietnamese culinary culture and take it as your core value, because this is a difference that is hard to imitate Building restaurant image, how to design space, arrange furniture, quality noodle soup to polite and professional service to create an impression of elegance, clean, delicious, delicious Establish a management system of stable quality standards and attentive service style Noodle recipes need to be focused on researching to satisfy the majority of customers, so Pho is not too sweet or too salty The North, the South, the West or the Chinese can eat it

To create a sense of comfort for customers, the store needs to be decorated simply but elegantly with traditional benches; but not too cramped with a leveling table to save space as other restaurants The dining room has air conditioning

The goal of positioning in the minds of customers is luxurious, clean pho Clean means the quality of hygiene from spices, processing materials, vegetables must be controlled

Apply positioning strategy "More for the same": The price is equal to the opponent but the quality is higher

2 Competitor analysis

Pho Bui Gia

 Address: 56 Xuan Thuy, Thao Dien Ward, District 2, Ho Chi Minh City

 Opening hours: 06:00 - 13:30; 16:30 - 22:00 daily

 Product price list:

Broth, Ripe, Pellet, Ribs , Ribbed

Calves, broth and rolled

Small bowl 50.000VND

Tail, Mixed

 SWOT analysis

Strengths

- Traditional flavors, traditional pho

- The restaurant is large, airy and clean

- Competitive price

- Focusing on advertising activities on

Facebook and Youtube

Weaknesses

- Newly opened stores (June 2018) should have fierce competition with competitors

- Family Business Model

- The menu is not really rich

- Selling time is not continuous

Opportunities

- The culinary trend of diners is gradually

seeking to the traditional flavors

- Technology 4.0 develops, creating

opportunities for image promotion

Threats

- The Government tightens the assurance

of food hygiene and safety

- Food prices increase

Pho Nam Vuong

 Address: B28, Street 25, An Phú, District 2, Hồ Chí Minh City

 Opening hours: 06:00 - 21:30 daily

 Product price list:

 SWOT analysis

Strengths

- Extensive menu

- Spacious and airy restaurant

- Competitive price

- Selling continuously during the day

- There are 2 branches to increase brand

identity

Weaknesses

- Restaurant design is not yet brand identity

- Waiters do not wear uniforms, lack professionalism

Opportunities

- Food ordering service through thriving

applications Promote business activities

- Technology 4.0 develops, creates

opportunities for image promotion

Threats

- The Government tightens the assurance of food hygiene and safety

- Food prices increase

Pho 10

 Address: 74 Song Hanh, An Phú An Khánh Urban Area, District 2, Ho Chi Minh City

 Opening hours: 05:30 - 13:30; 16:30 - 22:30 daily

 Product price list:

 SWOT analysis

Strengths

- A well-known brand in Pho business with

Weaknesses

- The management process is not tight