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Operations Manuals
By Geoff Wilson, president, fsSTRATEGY Inc.
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Why do you need an operations manual?
An Operations Manual is the road map for a successful restaurant. It’s the document that defines in detail, the philosophy, operating standards and operating policies of your restaurant. Key advantages of having a well-prepared Operations Manual are:
- Points of differentiation. Today’s restaurant market is highly competitive. Customers remember your restaurant for how is differs from the others. A good operations manual defines what makes your establishment stand out from others.
- Consistency and quality. You are only as good as the last meal you served. If the product is not consistent or not of high quality, customers won’t recommend or return to your establishment. A good operations manual defines the standards, and facilitates consistency and quality.
- Flawless execution. Communication of operating policies and standards to staff when in training is critical. A good operations manual facilitates the delivery of consistent service to your standards.
- Value proposition. Customers always equate what they received to what they spent after a dining experience. If perceived value is low, all the work you put in to attract them was wasted. A good operations manual defines your establishment’s value proposition in detail and communicates it to your team.
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Time saving. The restaurant business is fast paced. Time is of the essence. A well planned and easy to access operations manual allows for quick reference to get answers to questions on the fly.
How do you maximize the benefit of an operations manual?
Many operations manuals sit on a shelf in the office and gather dust. Why? They aren’t made to be part of the operation, so they don’t get used, so they don’t get updated and, therefore, they are of no use as time goes on.
Key steps to maximizing the benefit of the operations manual include:
1. Develop it in a media that works best for your team – i.e., printed binder, server based electronic files, CD-ROM based files.
2. Make it part of the daily management process.
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3. Ensure management and staff members refer to it every time a question arises around standards and policies.
4. Integrate its use into regular training sessions.
5. Schedule semi-annual reviews and update as required.
6. Keep it concise – No one wants to read fluff.
7. Guard its distribution – It is the recipe for your restaurant’s success.
What should a great operations manual contain?
Key elements of a good operations manual are:
- About Your Restaurant
- Service
- Guest Relations
- Human Resources
- Crisis Management Plan
- Food Safety Management
- Sanitation Standards
- WHMIS
- Menu Planning and Information
- Production
- Inventory Procedures
- Ordering and Receiving Procedures
- Accounting and Controls
- Equipment and Facilities
- Task Scheduling
Separate files of reproducible forms and checklists should be easily accessible.
The attached checklist will help you ensure that you have covered all the bases.
About the author:
Geoff Wilson is President of fsSTRATEGY Inc., a consulting firm specializing in business strategy in the foodservice industry. fsSTRATEGY provides extensive support in the areas of concept development, site selection performance improvement and strategic planning. For more information or assistance with Operations Manuals, visit www.fsSTRATEGY.com or contact us at 416-229-2290.
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