The goal of this assignment is to work through the operational aspects of running a hospitality oriented business. This could be a hotel, restaurant or cafe. I am hopeful that this exercise will help each of you to understand better what small business owners or even managers in these businesses work through on a daily basis. This preparation will help you to step into roles within these organizations with an understanding of how their policies were created and why. It will also help you to think critically about which policies might need updating. For example, prior to a few years ago most businesses did not have social media usage policies built into their staff handbook or orientation plans. Now they are industry standard.
Here is how I envision your manual looking:
1.Cover Page – Manual Cover:
· Business Name
· Operations Manual
· Produced by Team X
2.Table Of Contents 3.Covid-19 Cleaning and Other Protocols:
· Employee & Customer health check
· Cleanliness protocols
4.Floor Plan (SOP’s):
· If it’s table service then table #’s, counter service not required but a description of how you will find a guest if needed.
· Process Flow – Description of how business flows for your primary businesses(es).
5.Organizational Chart & Job Descriptions (HR Issues):
· Department Heads and direct reports
· Roles & Responsibilities
· One Sample Job description for an employment position (something you would use for hiring purposes).
6.Systems (e-business solutions):
· Table management/Reservation
· Inventory management
· Day to day (office suite, graphics design, internet, social media etc.)
· Discussion about Pricing Strategy (marketing plan) and costing method (cost based vs value based)
· Example of three menu items costed for direct inputs (recipe) and menu price.
8.Customer Service Procedures & Policies:
· How should staff manage customer interactions – when to escalate to manager, when to solve themselves.
9.Promotions Methods and Procedures:
· How do staff deal with coupons, gift certificates (GC) etc.
· Selling GC’s
· Validating / Redeeming GC’s
Running head: RESTAURANT OPERATIONS PLAN 1
RESTAURANT OPERATIONS PLAN 20
Restaurant Operations Plan
The Cuisine Restaurant
Produced By Team X
Table of Contents
Restaurant Operations Plan
Covid 19 led to the introduction of key health practices within the health sector that is important for the restaurants to observe. It is a necessity that a health check is conducted by adhering to the basic health protocols. Each employee need to be scanned to know if they have Covid 19. Covid-19 cannot be scanned, only the body temperature can be scanned. The other set of customers need to undergo the regular health check that involves them being scanned for the temperature levels (Haddon, 2020). The temperature health levels would be scanned to determine the wellbeing of the customers and employees on a regular basis.
The use of public display signs is part of the health protocol that the restaurant is supposed to full observe. The health department explains it as a key necessity. It plays an important part in the increase of awareness about the existence of Covid 19. It also prepares the customers psychologically that they need to observe basic health protocols while visiting the restaurant (Haddon, 2020). Ideally, it is a containment measure that is effective once adopted through the correct way only.
Common aspects such as sanitizing and the washing of hands is part of the basic procedures that both the employees and the customers would undergo. It is a cleaning protocol that is a necessity to observe based on the important part that it plays in preventing (Haddon, 2020). For the restaurant, the washing of hands is part of the protocol that the customers would undergo before entering the facilities. The employees such as cooks and waiters are expected to wash their hands after every five minutes it doesn’t make sense, every 5 mins? so which means they have to wash their hands 12 times within an hour? to ensure that the ailment does not spread within the premises. It is a critical health protocol that needs to be observ3d on a regular basis.
· If it’s table service then table #’s, counter service not required but a description of how you will find a guest if needed. That’s the require of this paragraph, please revise it.
The restaurant is service based. Meaning that the service that is provided to the customers that eat at the place is a key necessity. The tables need to be arranged in manner that they do not promote any form of congestions that would negatively affect the facility. This is a productive action in fighting the spread of covid 19 that the facilities need to be keen at putting them in place based on the relevant contribution that they play within the respective field (Casey, 2016). It a result oriented action that is focused on the reproduction of positive results only. Perfect action plans are supposed to be put in place when it comes to productivity. The tables would be arranged at a distance of 1.5 meters apart as part of the covid 19 health protocol.
The process flow that the restaurant uses is a for a basic business that is easy to adopt to and understand the events that takes place in the restaurant. Normally the customer places the order which is part of the start process. The specials about the order are being made. The waiter then asks if the customer would like to take a drink. If it is accepted the drink become part of the order. Confirming the order to the customer is part of the practice that would be adhered to based on the feedback that they provide (Casey, 2016). This would mark the end of the process flow. Ideally, it is a simple procedure for a basic restaurant that is easy to understand and reflect upon based on the key issues that are being addressed combined with the basic procedures that are in place with respect to the order. I think this part needs to cover the entire business flow, from the beginning of the business (like taking appointment), to service (take customer to the table, taking order) and up sale (the example you mentioned: take a drink) then post sales.
The restaurant has a simple organizational chart that is easy to understand and reflect upon based on the fact that it is a simple start up. It applies the vertical management design that is easy and efficient to focus upon. Apparently, the managing director is charge of the entire operations in the enterprise. The finance manager is in charge of the finance department can you put the responsibility of the restaurant finance manager here. As the marketing executive coordinates activities within the department in accordance to its expectations (McDonough, 2017). Why does restaurant need marketing executive? The production department is made up of junior waiters and cooks that play a vital part in the overall management of the company operations. The supervisors are in charge of the entire company operations, which is vital for success. The focus is increasing productivity which is highly efficient for the wellbeing of the company and its overall survival in the market.
Can you revise the paragraph based on this image, I found its more related to the restaurant business.
The managing director is the important person that determines the direction that the company takes in terms of productivity and efficiency. The individual is the final decision maker of the company. The duties involves creating long term goals that the restaurant needs to attain despite of the pandemic. The coming up of strategic plans that would enable the company be successful throughout the covid period the focus is the increase of the company productivity. The other important employee for the company is the supervisor. The supervisor is the core part of the restaurant. He ensures ‘he’ shouldn’t use here. that an activity within the restaurant takes place as expected which is vital for the future survival of the restaurant (McDonough, 2017). Ensuring that all customers are attended to, employees observe the correct ethics while servicing the customers is part of their duties that they need to fulfill. Can you revise the paragraph based on the image above, I found its more related to the restaurant business.
The finance manager played an important part in the operations of the company. making calculations about the revenue that the restaurant makes plays an important part in the management process. The individual creates the annual budget that the restaurant is supposed to observe (McDonough, 2017). Through the plan and the calculations of revenue diversification and expansion practices can be formulated to enable the company to expand its services. The services of the finance manager is vital for the future of the restaurant. The marketing executive plays an important part in the marketing process, the individual comes up with the marketing strategies that are a necessity to observe for the company to create perfect position within the market. The strategies and measures that they take is critical for the overall sales of the restaurant. Can you revise the paragraph based on the image above, I found its more related to the restaurant business.
Job Description Sample
The job of a marketing educative is the focal point of focus in this case.
· Marketing executive
· Bachelor’s degree in business administration
· 3 years in the respective field
· The creation of marketing strategies that the restaurant would apply
· The implementation of the marketing strategies
· Supervision of the junior employees
· Making important decisions that involves the entire marketing team
· Coming up with strategic measures that would ensure that the products of the restaurants are well advertised
· The utilization of a social media [platform to ensure that the services provided by the company are well known to the market
· Ensuring that the use of advertisements and commercials are perfectly utilized within the market.
· Increasing the media presence of the company within the highly competitive market.
The position would be given to the qualified candidate only.
Please revise the job description based on ‘servers’.
The restaurant ensures that it adopts to the latest system that would assure it of a better position within the market. what kind of system? And why would it assure better position within the market? The focus is the presentation of positive goals that are result oriented. Ideally, the use of payroll would be part of the e-business solutions. Can’t get the point on what you are trying to say.It plays an important part in ensuring that the employee receives their salaries at the correct period. can you use other words? It sounds strange. The system calculates the amount that is owned other word please to the employees. This is based on key factors based on don’t repeat words the time that they have worked (Kim & Hancer, 2019). The hourly wages would be put into considerations. Don’t get your point. Revise.Factors such as if they went to vacation or not would be perfectly utilized in the process. it is an efficient factor that needs to be appropriately utilized and put in place based on the complications that surrounds the process.
The application of the point of sales system is a factor that would be utilized by the restaurant. It is a factor that allows the customer to execute the payment for the food and the sales tax may be payable, the restaurant ensures that the system is applied based on the effectiveness that is applied in its calculation (Kim & Hancer, 2019). It would ensure that the operations run in a smooth and efficient way that is important for the productivity process which is relevant to understand and put in practice, the utilization of the lightspeed POS would be put in place to ensure that the restaurant enjoy the profits revise the sentence. that comes with the process. The utilization of the software proves to be effective ion the creation of a general positioning for the restaurant in the competitive market.
The application of the table management software is a practice that is highly effective if positively utilized based on the complications that surround its use. The focus is ensuring that the correct set of technology is applied in the management process. Its utilization ensures that the best practices are positively put in place. During the Covid 19 crisis, the practice can be utilized in ensuring that positive changes are implemented in terms of bookings and ensuring that timely servicing is given the appropriate consideration (Kim & Hancer, 2019). The use of the system is effective if utilized in this time as it ensures that the best practices are put in place to ensure that positive change and sustainability is given the appropriate consideration in the process. Therefore, table management systems would be perfectly utilized in this case based on the contribution that they have towards change within the restaurant. Can you find an example?
Customer relationship management is a vital part of the business system that needs to be utilized. The management of the customer concerns plays an important part sounds repeat. Please revise. in the creation of a positive image for the company in terms of productivity and efficiency. This is a factor that the company utilizes to create a perfect position within the market. the focus is the creation of an operational base that is focused mainly on the results and the activities that the company puts in place to foster understanding within the customers (Kim & Hancer, 2019). The utilization of social media platform for CRM is a measure that has proven to be effective. The department which department? needs to ensure that the sector is well attended to foster positive changes and create a perfect image for the company basic operations that is important to put into concern following the practices that surrounds it. Can you find an example?
The use of inventory management makes up the other practice of e-business that is utilized. This word is overuse, please use other word. The inventory management systems are results oriented as they focus on the presentation of a reliable, mechanism in which inventories are created and managed without complications. They are time saving as they ensure that faster processing is placed under consideration while applying the practices (Kim & Hancer, 2019). The basic measures surrounding the practice are important to observe and reflect upon based on the issues that are in place with respect to the practice and reflective of the measures that are supposed to be addressed. Needs to be more specific and example.
Accounting systems are focused on making calculations. The finance department is in charge of ensuring that the systems that are applied by the restaurants are result oriented. The focus is the presentation on an online working system that is focused on the presentation of reliable results only. Don’t get your point. In this case, the use of auditing software’s would be applied to ensure that the correct calculations are done with respect to the issues that are being put in place. The focus of the restaurant is ensure that the correct calculations are die that are reflective of change in a positive way (Kim & Hancer, 2019). This is a basic concern that the department would address through the use of cutting edge technology to ensure that positive change is implemented. Why does it need to have cutting edge technology? The application of accounting software’s is a necessity for the department to observe and practice.
Day to day
The IT team under which department? Or hired from outside? would do the day-to-day office activities. Although made up of a single person, the design of aspects such as graphics would be put into consideration in the process. The contribution that the field makes to technology is an important aspect. The use of social media is a factor that would be positively put in place (Goldschmidt, 2018). All social media handles would be utilized during the pandemic to ensure that the company realizes its sales in the desired way. The focus is the increase of the company productivity and general outreach to the market that is an essential factor in place that needs to be positively utilized and practiced.
Integration (you missed this part)
The success of the restaurant within the market is determined by the pricing strategy which is part of the company marketing plan. This is a factor that needs to be put in place based on the positive results that is expected if the plan is fully placed in acting. Ideally, the pricing strategy formulation would be based on the marketing dynamics that are important in the determination that the company is likely to take to determine the success (Kostakis, Boskou & Palisidis, 2016). The use if the pricing strategy is important as it would determine the company position in the market which is a promoting factor that would be utilized to create a perfect competing position that is a necessity for the future success of the company and its general position if productivity is to be put in place. The focus is the results and the outcomes.
The hospitality sector needs a pricing strategy that is results oriented. The focus behind the practice is affordability which is a basic concern that the company needs to utilize to create a perfect position for itself within the competing market. The application of a penetration pricing is an aspect that is likely to work positively for the restaurant. The focus is the penetration of the market during the pandemic (Raab, 2018). The strategy behind the strategy is the bringing of the pricing through a low price. The focus is the utilization of the minimal profit to gain a high number of clients within the market. This is a factor that needs to be positively utilized as it ensures that the company creates a better position for itself within the market before it fully reaches its potential. The strategy is effective if the correct procedures are put in place.
The focus of the penetration pricing is putting the restaurant to the spotlight. Ideally, most of the target and potential customers become aware based on the affordable and low pricing mechanism that is being applied. The focus is to attract as much customers as they are needed to ensure that the product is common within the market as expected (Kostakis, Boskou & Palisidis, 2016). This is a strategic approach that enables the restaurant to reach its potential. The creation of a higher price takes place in a gradual way until the company has a perfect image within the market. it is a highly recommended strategy based on the effectiveness that is associated with its use within the market. Ideally, it is a productive factor that the management ought to utilize to ensure that the company enjoys a dominant position in the market.
The application of competitive pricing is a mechanism that is highly effective if the correct practices are put in place. This is part of the pricing strategy that the restaurant would fully utilize. It is similar to the penetration strategy only that the market ensures that the pricing competes with the rival restaurants. Ideally, it is perfect in ensuring that the company realizes the top level competition that it needs to operate within to reach us market potential. It is a hard to sustain mechanism but fully effective once put in design (Kostakis, Boskou & Palisidis, 2016). The focus is the presentation of mechanism that allows the companies to freely compete and present an applicable measure that is focused on positive returns only. The use of the approach is highly recommended based on the results that it collects.
Cost based pricing
The application of cost based pricing is also advised based on the effectiveness in the creation of productivity. The factor is based on the creation of positive returns that are important to observe when the company needs are put in place. it is a practice that involves setting the prices based ion the costs of the services and goods that are being sold by the restaurant. The fixed profit is normally added to the final costs of the product that is being offered (Kostakis, Boskou & Palisidis, 2016). The approach is widely common for most business that is effective in the realization of the revenue that the company incurs which is the critical aspect to observe in this practice. Ideally, it leads to the creation of results that are appropriate to observe and reflect upon based on the complexity that surrounds the matter in practice.
The use of the pricing method is highly popular because it is easy to understand and pout in practice. Making the calculations that are involved is quite easy to reflect upon and practice. This is a factor that leads to the overall increase in productivity and other dominant issues. The pricing model is effective because it ensures that all the incurred costs involved are appropriately covered and the restaurant realizes the profits in the process. They are important in making simplifications in terms of appraisals and decisions (Kostakis, Boskou & Palisidis, 2016). This is an important consideration when it comes to practice and the reflection of positive goals that are supposed to be observed in the process. The process is focused on positive orientation that is an important aspect to consider in the process. Therefore, its application is highly appropriate.
Value based pricing
The application of value based pricing can also be applied depending on the decision that the management might make. It is an important practice that ensures that all the important fields are covered. It is based on the perceived product value which is an important factor in service provision that needs to be appropriately covered when it comes to service delivery. Value pricing is a customer based focus pricing which provides the meaning that companies normally based their pricing ion how much the customer believes the product is worth. Ideally, it leads to a product either being expensive or cheap (Raab, 2018). The decision to apply it depends on the management. However, its use is not fully recommended based on the setbacks associated with the pricing mechanism. Ensuring that the setbacks are reflected upon is an important matter of concern in this case.
The restaurant should not use the system based on the set back that is associated with the practice. This is a key issue of concern that is based on the overall productivity that is expected to come out of the process. The perceived value that the customers create lacks stability, which is a basic matter of concern that needs to be appropriately reflected upon as they do not provide the figures that are needed to make the correct decision (Raab, 2018). This is an appropriate matter that is a necessity. The price is normally hard to set based on the variation of the perceived values that are normally on the rise when the research is in place. This is a basic issues that leads to the creation of the desired value that is supposed to be addressed. Therefore, the model is not appropriate.
Example of three menu items costed for direct inputs (recipe) and menu price (you missed this part)
The management of the customer staff interaction is a key factor that determines the operations of the restaurant. revise this sentence. It is evident that the interactions would continue taking place on a regular basis. The waiters would continue to take orders and serve the customers as long as the facilities exist. Rewrite or delete. It sounds creepy. This is a basic factor that is reflective of the positive results that are expected in the process (Al Khaja et al., 2016). The management of the staff interactions would take place through the supervisor. The individual plays a critical role in ensuring that the interactions between the staff and the customers take place in the desired way, ideally, they ensure that perfect relations are fostered through faster services and proper treatment of each customer that visits the restaurant that is a positive aspect to put in place.
Staff training on positive customer relations are basic issues that would be put in place in the process. The focus is the presentation of the positive goals that are in place in terms of efficiency in service delivery. The training would teach the employees the use of the correct languages when it comes to customer interactions. Ideally, it is important that the training is implemented as it ensures that the correct service is delivered to the customers at the required time. It is part of the necessary practices and ideal that determine the image of the company in the market. Ensuring that such factors are positively utilized to create better relations is the duty of the management as it is highly important that they are observed and perfectly reflected in the process of ensuring order is observed. when to escalate to manager, when to solve themselves.
The existence of promotional methods and procedures is important for the future programs of the restaurant. Why? The staff needs to be provided with the coupons, as it is a motivating factor behind their performance. Ideally, it enables them to understand that the company values the service that they provide which is an important factor in the creation of value (Al Khaja et al., 2016). The aspect is focused on ensuring that individual efforts are recognized which is part of the process that is important for overall productivity and ensuring that better actions are put in place to foster understanding among employees. I don’t get what you are trying to say in this paragraph. This paragraph should be discussing “How do staff deal with coupons, gift certificates (GC) etc.”
The provision of gift certificates is part of the process that needs to be fully embraced. The focus is ensuring that they place the effort that is needed towards work. In turn, this is reflected through the GC. They are important in the determination of the overall company position (Al Khaja et al., 2016). This is essential in the provision of a better productive aspect that is important in determining the position that the restaurant would enjoy in the market. Putting such measures in place is important for the sale of GC as it determines the directions that would be followed combined with the correct path that is appropriate to adhere to and observe. . I don’t get what you are trying to say in this paragraph. This paragraph should be discussing “Selling GC’s.”
The validation of the GC is the other relevant concern in the practice. Ensuring that the correct validations are provided for is an essential part of the procedure that needs to be focused on. It promotes both the employees and the restaurants in an appropriate way that is result oriented and focused on positive outcomes only (Al Khaja et al., 2016). Therefore, such factors are important to consider and reflect upon based on the results associated with them and involved. I don’t get what you are trying to say in this paragraph. This paragraph should be discussing “Validating / Redeeming GC’s”
You are trying to state the importance of the promotion in the entire paragraph, but it should be more focus on the procedures.
In summary, the application of value based pricing can also be applied depending on the decision that the management might make. It is an important practice that ensures that all the important fields are covered. The success of the restaurant within the market is determined by the pricing strategy which is part of the company marketing plan. This is a factor that needs to be put in place based on the positive results that is expected if the plan is fully placed in acting. The restaurant has a simple organizational chart that is easy to understand and reflect upon based on the fact that it is a simple start up. It applies the vertical management design that is easy and efficient to focus upon. The finance manager played an important part in the operations of the company. Making calculations about the revenue that the restaurant makes plays an important part in the management process. The existence of promotional methods and procedures is important for the future programs of the restaurant. The staff needs to be provided with the coupons, as it is a motivating factor behind their performance. Please rewrite the conclusion based on what you have revised.
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Haddon, H. (2020). Restaurants defend dining rooms as covid-19 spreads; McDonald’s, starbucks say new protocols keep people safe in their stores; health experts say takeaway and outdoor dining remain safer. Wall Street Journal (Online)
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Kostakis, H., Boskou, G., & Palisidis, G. (2016). Modelling activity-based costing in restaurants. Journal of Modelling in Management, 6(3), 243-257.
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