Operational efficiency for duc hung CP (1)

Business operational planning: human resource planning and training Human Resource CHEF Setting up the food menu Set-up kitchen equipment Making recipe book, ingredient list, market l

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

CHEF

Setting up the food menu Set-up kitchen equipment Making recipe book, ingredient list, market list Inventory processes

Looking for suppliers Cost calculation Staff training Kitchen processes Cleaning checklist

BARTENDER

Setting up the drink menu Setting up bar equipment Making recipe book, ingredient list, market list Looking for suppliers

Cost calculation

Staff training

RESTAURANT

MANAGER

Setting up the restaurant Service processes

Staff recruitment Staff training Staff roster Open and close checklist Weekly and monthly cleaning POS setting up

MARKETING SPECIALIST

Marketing plan Looking for designer, advertising specialist Planning media products for 1 year Looking for partners in cross-marketing cooperation Planning budget for each month

ACCOUNTANT

Accounting processes Payment processes Invoice management Sales and expenses management Supplier contract

POS setting up

LAWYER

Prepare relevant administrative papers such as tenancy contract, business license, food safety and hygiene certificate, fire safety certification

Labor contract Tax related issues Legal advice

Training

Orientation:

Corporate philosophy: mission, vision, and core value

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

Work:

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

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

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

 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

Complain handling: The Customer Is Always Right

Strange objects (hair, plastic, dust, sand, insect, etc.), kitchen/service mistake:

 Apologize

 Bring the plates back to the kitchen to MAKE A NEW ONE

 Offer the meal (serious cases)

Waiting too long for food or seating

 Apologize

 CONFIRM IN ADVANCE the waiting time for food

 Offer drinks or snack while waiting

Serious complain (Anger, drunkenness, violence, swearing, affecting other customers)

 Apologize

 Figure out what the customers want

 Inform chef or manager to find the right solution

 Apologize other customers