Haga clic acqui para leer esto en español
Click here to read the previous article in this series
Editor’s Note: This is the seventh edition of a regular column on www.elrestaurante.com. Pepe Stepensky, a veteran restaurateur and a long-time member of the el Restaurante Advisory Panel, is offering his advice to any el Restaurante reader with a question. When he does not have a specific question to answer, he will write about the steps to opening and running a restaurant. Click here to email him a question.
Talking about personnel is a very broad subject, so I will devote my next six columns to the topic. In this first part, I will explain the value of the employee handbook and what it should include.
It is important to define the philosophy of our restaurant and what we hope the customer experience will be. We must make this way of thinking clear and transmit it to our staff. What will make the most sense for this vision to be carried out is to create a personnel manual so that everyone is on the same page with us. The manual also simplifies the training of current and future personnel.
In addition, the manual is a constant reference bible in case there is any doubt of company policies with any of the employees, kitchen or department heads and managers. The employee manual is an essential tool for the growth of our business and for the possibility of opening more units and following the same company policies, making the duplication of the same concept much easier.
This handbook is also a legal instrument and each staff member should sign that they have received, understood and read a copy. In my personal experience, this practice has helped me in discussions with employees and prevented possible lawsuits. In some cases I have been able to demonstrate to an employee his lack of compliance with the established rules that he himself read and signed.
I recommend that your manual be prepared by a company that is dedicated to this specialty or that it be reviewed by a lawyer to ensure that it is correct and within the guidelines of your state. Don’t just download one from the internet – it’s cheaper, but it might not be right for your restaurant or state.
Key Reasons You Need an Employee Manual
1. Consistency: An employee handbook establishes uniform standards for the operation of the restaurant. This ensures that all employees follow the same procedures, which leads to a consistent customer experience and helps build a positive reputation.
2. Orientation: New employees can feel nervous during their period of adaptation to their new job, even if they already have experience in the industry. A detailed manual will act as a guide for team members to quickly understand the culture of the company and at the same time the internal policies and their responsibilities.
3. Efficiency: Familiarizing the employee with the manual reduces the need for repetitive training by managers and supervisors and allows staff to focus on their main tasks.
4. Reduction of Errors: By establishing clear procedures and protocols that must be followed in all areas of food, hygiene, and customer service, errors and misunderstandings are minimized.
5. Professional Development: The manual must include information about training and growth opportunities within the company. This motivates employees to improve their skills and knowledge, which can result in more efficient staff willing to do a better job in order to move up the operating organization chart. In my personal experience, we always make it clear to our employees that seniority in the company is not a direct pass to a better position. We must establish that they must improve our operation and bring new ideas to the table to guarantee better professional development within our organization.
6. Conflict Resolution: The manual can provide a clear process for addressing issues and conflicts in the workplace. This helps prevent misunderstandings and contributes to a harmonious work environment. In my restaurant group, we always make it clear to staff that we have zero tolerance for sexual harassment and that they should immediately report it to their manager on duty. In fact, today we already require everyone to take an online course on this topic.
Key Points in an Employee Handbook
1. Introduction and Welcome: A message from the owner or manager that highlights the values, mission and vision of the restaurant.
2. Positions and Responsibilities: Detailed description of the functions and responsibilities of each position, from kitchen staff to customer service.
3. Hygiene and Safety Policies: Strict instructions on food handling, proper use of personal protective equipment, and cleaning procedures. As well as the need to take the course taught by the state for food handling. In our company, if you do not present this permit, you are not hired.
4. Operating Procedures: Detailed steps for opening and closing the restaurant, establishing clearly who does what, in what order and under whose supervision.
5. Customer Service Policies: Guidelines for offering friendly and professional service, handling complaints and solving problems.
6. Uniform and Etiquette: Instructions on proper dress and expected behavior to maintain a coherent image of the restaurant.
7. Schedules and Attendance: Clear policies regarding schedules, attendance, leaves and requests for time off.
8. Internal Communication: Information about channels and expectations of communication between employees and their supervisors, managers and owners, including periodic meetings.
9. Diversity and Inclusion Policies: Information about the company’s commitment to equal opportunities and mutual respect within the work environment. It must be made clear that we are an open company and we welcome anyone who comes with a desire to work and be part of our success.
10. Code of Conduct: Expectations of ethical and professional behavior, as well as possible consequences for violations.
A restaurant employee handbook is not only a practical tool, but also lays a solid foundation for operational success and, consequently, customer satisfaction. Providing our employees with the tools and information they need by writing a concise, clear and bilingual manual helps create a positive work culture and encourages staff to deliver excellent service.