2011 ABC Restaurant Confidential Operations Manual 36

Chapter 8: Restaurant Operation and

Maintenance
Overview:
In this chapter you will outline the roles and tasks necessary to operate your restaurant
franchise efficiently.
Goals for the chapter:
Communicate the key roles and responsibilities for office related positions.
Provide short and long term task lists for key personnel.
Ensure that the obligations match the Franchise Disclosure Document and Franchise
Agreement
Items to gather before starting:
Gather any existing task lists, organizational charts, etc. you already have in place. Places
such as employee handbooks are good places to start.
Brainstorm with your key employees to identify the critical tasks. Your office manager will
likely have the most pertinent information.
Often the best way to gather operational type information is to simply spend a few days
observing. Walk around with a pad of paper and pen and write down every activity you
encounter, whether turning the alarm off in the morning or checking the schedule, try to
record every action. Ask your employees to do this as well; you will be surprised by how
many actions occur in a given day.
Questions to consider:
What tasks must be performed on a regular basis. This includes daily, weekly, monthly,
quarterly and annually.
How do you see the operation changing for the restaurant franchisees as their business
grows?
Will the tasks and responsibilities differ based on geographical location or the size of the
company?
Which items are requirements, which are recommendations?

2011 ABC Restaurant Confidential Operations Manual 37

General Housekeeping
A clean, well kept restaurant will help project a message of professionalism.
A weekly cleaning schedule with specific tasks should be developed and followed. Tasks
include vacuuming, dusting, restroom cleanup, trash, washing windows, etc. Restrooms will
be used by a majority of your customers. Thus, it is important to maintain clean, well stocked
restrooms. Develop a daily cleaning schedule and ensure that it is followed.
Opening Procedures
Restaurant Manager
Restaurant Manager should arrive at office 30 minutes prior to the general operating hours.
This will provide the necessary time to prepare for the day before the employees arrive.
1) Ensure parking lot is swept and litter has been picked up.
2) Unlock restaurant.
3) Disable alarm, if applicable.
4) Check messages on voicemail.
5) Turn on all kitchen equipment and ensure in working order.
6) Turn on TV and/or music
7) Check restrooms for cleanliness and supplies.
8) Ensure thermostat is set to 70 degrees.
9) Ensure that sufficient employees are on hand to perform the necessary tasks.
10) Assign employees to each work area, cleaning project, etc.
11) Hold a brief AM staff meeting. Explain assignments to employees. This should be a short
10-15 minutes meeting to ensure everyone is on the same page for the day.
12) Verbally confirm that each employee knows his or her assignment for the day.
13) Briefly cover any issues needing immediate attention, specials for the day, etc.

In the section below list your ongoing operating procedures and checklists. Imagine if your General
Manager quit without notice and you had to hire someone new immediately. Someone completely
unfamiliar with your business should be able to efficiently run your restaurant with the information
contained in your ops manual.

2011 ABC Restaurant Confidential Operations Manual 38
Closing Procedures
Restaurant Manager
1) Check cash out for servers, hostess, bar, etc.
2) Check out entire kitchen line (equipment shut off, wells emptied, wiped down, dishes
clean and restocked, trash emptied, floor swept and mopped)
3) Ensure no trash is outside of dumpster.
4) Check out bar area (liquor bottles wiped off and reorganized, beer wells stocked and re-
iced, swept floor, clean counters)
5) Ensure salad bar is emptied, washed down
6) Turn off TV and/or music.
7) Ensure dining area is swept, tables reset and chairs neatly arranged.
8) Check all doors to make sure they are locked.
9) Turn off all lights.
10) Set alarm, if applicable
Cleaning Procedures
Miscellaneous Restaurant Franchise Duties and
Responsibilities
The following responsibilities are various job duties that occur throughout the business cycle,
and must be assigned within the company. This list is not comprehensive and your business
will likely have a different set of responsibilities that are necessary for success. As your
restaurant grows the tasks will likely be delegated to other people within the company:
Long term planning and direction.
Strategic marketing (service magic, yellow pages, Google AdWords, overture, outsides sales
development).
Business Accounting and Finance
Human Resources
Purchasing
Restaurant franchise Agreement Compliance
Communications and Technology
Legal affairs & Business Record Keeping
Equipment
Outline any specific cleaning procedures that apply to your restaurant. Provide detailed instructions
for each piece of kitchen equipment, counter tops, table tops, restrooms, parking lot, etc.

2011 ABC Restaurant Confidential Operations Manual 39
Managing the sales process including administration, pricing, and competition.
Press and Media Relations
Banking
Safety Development and Implementation of Safety Programs
Administration Major Activities Listing
Activity Details Assigned Frequency/ Time
Frame
Conduct annual
strategic & budget
plan
Long-range planning
for upcoming year
Owner/GM Yearly. Nov/Dec. for
following year
Yearly business
review
Results from
previous years
business; report to
company HQ
Owner/GM Yearly. Jan. meeting
with restaurant
franchise consultant
File Taxes Complete Federal
and State Tax
returns
Owner/GM Yearly. Jan for previous
year
File records; Purge
old records
Keep current year
records, plus 1 year
in arrears
Owner/GM Yearly. Jan for previous
year
Perform annual
equipment review
Yearly maintenance
and conditions
report on all
equipment;
complete repairs
Staff Yearly. Complete in
winter months
Review insurance
levels for business
Complete yearly risk
assessment for
health and liability
coverage
Owner/GM Yearly.
Analyze marketing
plan & results
Complete analysis
of programs and
results for direct
business marketing
Owner/GM Quarterly. Adjust plan
as needed
Staff performance
reviews
Evaluate staff on job
performance
Owner/GM Quarterly reviews;
annual salary
adjustments

2011 ABC Restaurant Confidential Operations Manual 40
Activity Details Assigned Frequency/ Time
Frame
Review license
requirements
Renew annual
license
requirements as
needed
Office
Manager
Annually as needed
Review real estate
needs
Review changes to
lease agreements
Owner/GM Annually as needed
Update computer
software
Review ABC
Restaurant software
and office software
for updates
Office
Manager
Check for updates
monthly
Review security
contracts
Evaluate and renew
agreements for on-
site security &
alarms
Office
Manager
Annually as needed





2011 ABC Restaurant Confidential Operations Manual 41
Administrative Management Checklist
Activity Details Assigned Frequency/
Time Frame
Run payroll for all
employees
Direct deposit payroll
needs to be submitted to
the bank every other
Wed. by 3pm
Office
Manager
Every 2 weeks
Pay invoices Submit remittance every
2
nd
Friday
Office
Manager
Every 2 weeks
Enter all A/R and A/P Use QuickBooks for
transactions as needed
Office
Manager
As needed
Run daily, weekly,
monthly reports
Run and submit financial
reports to Owner and HQ
Office
Manager
As prescribed
Calculate and submit
Franchisor royalty
payments
Royalty and restaurant
franchise fees to be paid
monthly to HQ
Office
Manager
Monthly
Manage supplies
inventory
Monitor inventory levels
on all supplies- cleaning
and office related
Office
Manager
Weekly
Backup data on all
files
Backup the hard drives
for order, financial and
sales information
Office
Manager
Weekly
Review bank
accounts
Balance bank account
balances along with
QuickBooks
Office
Manager
Weekly
Submit requests to
Franchisor
Process all requests for
HQ support including
advertising, etc.
Office
Manager
As needed
Manage all utilities &
building issues
Schedule services;
manage building
maintenance, etc.
Office
Manager
As needed


2011 ABC Restaurant Confidential Operations Manual 42
Alarms, Locks, and Keys
Keys and passwords to alarms should only be provided to managers or employees who have
demonstrated a history or trustworthiness. Periodically change the alarm password,
especially after the termination of an employee contract.
POS System
An effective POS system can improve controls, efficiency, and even sales volume. A good
POS system can pay for itself in a few months. Here are 10 steps to selecting your POS
system.
1. Appoint POS team
2. Educate team
3. POS requirement list
4. Search for system-limit to top 4
5. Contact vendors for information
6. Vendor demos
7. Compare
8. Get quotes
9. Check references
10. Select system and negotiate terms.
Safety
As a business owner, your first responsibility is to support a safe environment for both
employees and customers alike. Although most of the safety issues will take place with
employees in the kitchen area, there are other safety considerations as well. These topics
include installing necessary emergency equipment such as smoke detectors or fire alarms, a
panic button that may be used in conjunction with your alarm system, and the proper
methods of storing food items.

2011 ABC Restaurant Confidential Operations Manual 43

Restaurant Operations Checklists:
Customer Service Checklist
Purchasing Checklist
Receiving Checklist
Storage Checklist
Preparation Checklist
Cleaning Checklist (kitchen & storage)
Bartender's Checklist (bar opening, shift change, closing & cleaning)
Manager's Opening Checklist
Manager's Shift Change Checklist
Manager's Closing Checklist
Server Sidework Checklist
Catering Delivery Checklist
Server Training Checklist
New Hire Checklist
New Employee Orientation Checklist
Employee Pre-Termination Checklist
Employee Termination Checklist
Restaurant Internal Controls Checklist
Restaurant Accounting Checklist
Restaurant Leasing Checklist
Restaurant Startup Checklist
Closing Your Restaurant Checklist


Checklists are a critical element to running a successful restaurant operation.
Insert forms here that are appropriate for your restaurant. "Conclusion", located at the end
of Restaurant Operations Manual, offers suggestions for obtaining forms if you do not
already have them in place. Sample listing of checklist shown below.

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