» Standard Operating Procedures
» Clues for creating Restaurant SOPs
Start with a cover page. Insert your company logo as well as your name, address, phone number, and email address. Then, continue to the SOPs.
Here you will find a template for the first steps in creating your SOPs.
Start your writing in a regular text application. Simply begin writing.
Index of contents
This are samples for possibly required sections of your SOP’s. (but not limited to …) Add or remove topics or sections as needed.
Start with an outline of the history of the company and make a positive impression with a “Welcome” and your “Vison” and a “Mission Statement”.
All employees should be informed about the exact address, phone number, Internet homepage and e-mail contact address. The address and phone number of the corporate headquarter should as well be indicated here. Some companies also announce the details of the managing director and top managers. Consider how embarrassing could it be for an employee if a guest is asking for the name of his managing director and he must say: “I don’t know it”.
Company Details are important
Address, Telephone, Internet, Email and so on . . .
- List all addresses from the headquarter and branches
- List all important internal and external telephone numbers
- Sick line, Offices, Kitchens, Supplier, etc
- Company structure, Org Chart
¦¦ Also refer to your Position Profiles and to your Job Descriptions
Explaine the purpose of SOPs — basically they document workflows that serve as a written reference and are available when needed. Explain that SOPs are not a set of rules and that you are always open to suggestions on how to improve them, change them or what the team thinks is right. There are General SOPs, FOH SOPs, BOH SOPs, and Management SOPs.
Part 1 – General SOP
These are the SOPs that apply to every employee, regardless of position and department.
[Example] You will find the hours of work and the restaurant opening hours in the appropriate attachment to your outlet. Opening and closing times may vary in accordance with operational requirements.
If you need a certain day off ask in advance in writing. All requests will be done on a first come basis. Remember nothing can be promised. However we will do our best to meet to all requests depending on business demands.
The breaks vary from day to day, depending on the times of starting, daily duties, level of business, and amount of staff available. You are requested not to visit other outlets during your breaks. The staff restaurant is located on the on the ground floor. Smoking and non-smoking rest areas are situated next to it.
The management determines the staff’s breaks in order to organise the day as well as possible for everybody. For this reason, when asked by your manager, you must hand over your tasks immediately, and go to the staff restaurant or rest areas. Your manager and your colleagues expect you to take 30 minutes break for either lunch or dinner.
[Example] The 40 hour week applies to all areas of kitchen, service and administration.
In practice, the following working time models are often used:
- Early shift …
- Day shift …
- Late shift …
- Events …
- Breaks …
¦¦ Please refer to the duty rota for the exact working hours.
[Example] Your supervisor (kitchen, service) draws up the duty roster 1 week in advance, which is posted in the work area, accessible to everyone. If you have any questions, please contact your supervisor.
Any vacations or other absences you require must be reported to your superior on time (at least 2-3 days before the rota is drawn up) so that this can be included in the rota and approved.
Please report any unforeseen events and the resulting inability to work to your line manager immediately.
[Example] The time is recorded by an electronic time recording system, for which a code is required. In any case, at the beginning of your respective working hours, you must report to the respective supervisor in work clothes.
[Example] Only as directed by the superior
- Payment …
- Rules …
Explain your guidelines for paid and unpaid vacation days
[Example] Normally the holiday year runs from 1st of January to 31st of December every year and entitles permanent members of staff to specific amount of holidays. All holidays must be booked in advance together with your manager. If you require holidays a form has to be filled out and be signed by your line manager before authorised.
Explain your sick leave policy and the process by which you can get someone to cover shifts.
[Example] In case of sickness you are required to call work one hour before the time you are due to start, letting us know that you are unable to attend and why. A doctor’s certificate is required for illness for more than 3 working days. You have to call back before closing the same day to let your line manager know if you will be coming the following day in order for us to plan ahead and avoid staff shortage.
Post your guidelines for excused and unexcused no-shows. What are the consequences? Disciplinary actions, verbal or written warnings? Dismissal? What is an excuse or a special circumstance? Establish your guidelines so that they are clear to all employees from the start.
[Start Here] You must inform your line manager of your absence and then provide feedback on why the absence occurred.
Explain your policies on employee disputes, from small disputes in the heat of duty to major clashes. Make sure that your employees know that respect and empathy are crucial character traits in your team.
List in detail what to do if a staff member is injured on the job in terms of treating the injury, call first aider or ambulance, reporting procedure.
Harassment or Discrimination
Precisely state your harassment and discrimination policies. Explain the different types of harassment and your guidelines for dealing with each. Make it clear and insist on a zero tolerance policy against harassment and discrimination. It will not be tolerated.
Work clothing / equipment
[Example] At the beginning of your employment the company provides you with sufficient work clothing so that you can change it regularly if necessary (kitchen: chef’s jackets and trousers; service: shirts, aprons, ties).
[Example] Changing rooms (with showers and toilets) and locker for personal items are available to all employees. The changing rooms are cleaned daily, so please make sure that you leave it as neatly as you found it. The next colleague would also like to find a clean cloakroom!
Safekeeping of personal belongings
[Example] At the beginning of your employment you will be assigned a personal locker.
- These are located …..
- If you lose the key, you must …
- Make sure your locker stays clean!
- In your own interest, please do not keep any valuables …
[Example] It is not permitted to use food and / or drinks from the kitchen, bar or warehouse for personal use (e.g. lunch, snack, …).
- The distribution of food …
- Cash handling …
[Example] Each employee receives 1 non-alcoholic drink per day. Our staff meal ….
To be continued …