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A generic restaurant manual designed for restaurateurs who do not have the resources of a large corporation to provide them with an operations manual.

The following is the actual Table of Contents from the manual. Several of the topics are links to excerpts from the manual. Feel free to look around. You will find a lot of useful and interesting information.

Table of Contents

Welcome to Blue Dog Diner

Work Policies/Rules

DISCRIMINATION/ HARASSMENT
EMPLOYEE UNIFORM
SANITATION
PERSONAL HYGIENE
EMPLOYEE WORK SCHEDULE
TIME CLOCK
EMPLOYEE BREAKS
EMPLOYEE OVERTIME - FOR HOURLY EMPLOYEES
EMPLOYEE MEAL TICKET
EMPLOYEE MEAL DISCOUNTS
TELEPHONE CALLS
EMPLOYEE LOITERING OR COMING BEHIND THE COUNTER
RADIO, TAPE PLAYERS
ABUSIVE LANGUAGE
EMPLOYEE DISCIPLINE
VACATION
SICK LEAVE
PAY CHECKS
EMPLOYEE RAISE
EMPLOYEE INJURY
PROPERTY DAMAGE BY CUSTOMER
STORE VIDEO RECORDER
EMPLOYEE DATING POLICY
CASH REGISTER POLICY
CHECK CASHING
CHEMICALS IN THE WORK PLACE
SECURITY OVERVIEW

What is the purpose of the Security Policy?
Who is responsible for restaurant security?
What are the specific responsibilities of Blue Dog Diner employees?
Employee Safety (back door)

GUEST SAFETY

What should be done if a guest behaves in a disruptive manner?

THIRD PARTY INJURY

What should be done in event of a third party injury from a suspected criminal action?

BOMB THREATS

How should bomb threats be handled?
What should the Manager-in-Charge do after the incident?
What should be done if there is an explosion?

SUBSTANCE ABUSE

What is the policy on drugs?
What is the policy on alcohol?

WEAPONS POLICY
PROSECUTION POLICY

What is the Blue Dog Diner prosecution policy?

Module I

STATION RESPONSIBILITIES

Temperature Control
Time Control
Sanitation

GRILL

Preparatory Duties
Operational Duties
Slack Time Duties
Products cooked on the grill

FRY

Preparatory Duties
Operational Duties
Slack Time Duties
Products cooked in the fryer

DINING ROOM

Preparatory Duties
Operational Duties
Slack Time Duties

REGISTER

Preparatory Duties
Operational Duties
Slack Time Duties

D/T REGISTER

Drive thru register person
Change Person/Delivery Person
Food Preparation Assistant

DISHWASHING

CUSTOMER SERVICE

COUNTER ETIQUETTE

First Impressions
Order-Taking Procedure
Cash Register Operation
Preparation of the Order
Delivery of the Order
Closing

SUGGESTIVE SELLING/UPSELLING
CUSTOMER COMPLAINTS

Service
Product
Money

FAST CHANGE ARTIST

Module II

CRIME PREVENTION

What opening procedures are to be followed?
What back door procedures are to be followed?
What closing procedures are to be followed?

ROBBERY

How can robberies be prevented?
What should be done in event of a robbery?

BURGLARY

How can burglaries be prevented?
What should be done in the event of a burglary?

THEFT

How can internal theft be prevented?
How can the Manager create a positive work environment?
What other preventive measures can the Manager take?
What should the Manager do in event of internal theft?

VANDALISM

How can vandalism be prevented?
What should be done in event of vandalism?

WEAPONS

CRIME REPORT (CR)

Who fills out the CR?
When must a telephone notification be made?

SECURITY CHECKLIST

Physical security
Cash Inventory Control
Safe Procedures
Crime Prevention

PHYSICAL SECURITY

What are the management team's responsibilities?
Doors and Windows
Locks and Keys
Daily Checks
Equipment

Module III

SANITATION

BACTERIAL GROWTH

REQUIREMENTS FOR BACTERIA GROWTH

Temperature
Moisture
Food
Time

FOOD-BORNE DISEASES

Staphylococcus
Salmonellosis
Clostridium Perfringens
Botulism
Hepatitis Virus A

DAILY SANITATION PROGRAM

Introduction
Procedures
Completing

CHECKLISTS

Opening Checklist
Kitchen Opening Checklist
Daily Front Afternoon Checklist
Daily Afternoon Kitchen
Daily Front Close
Daily Dining Room Close
Daily Kitchen Closing Checklist

CLEANING SOLUTIONS
CARE OF CLEANING EQUIPMENT
GENERAL CLEANING PROCEDURES

Stainless Steel Cleaning
Counters, Booths and Product Preparation Surfaces
Floor Care
Walls and Ceilings
Wash Bowls
Windows
Lighting and Air Vents
Waste Receptacles

FRONT COUNTER AREA

Soft Drink Dispensers
Ice Bins
Dining Area
Booths and Tables
Condiment Bar
Ashtrays

FOOD PREPARATION AREA

Grills
Fryers
Exhaust System
Bun Toaster
Steam Drawers
Pass-Thru
Food Warmers
Condiment Pumps

BACK ROOM AREA

Walk-In Cooler
Walk-In Freezer
Ice Machine
Can Opener

REST ROOMS

Toilet Bowls and Urinals

STORE EXTERIOR

Parking Lot
Sidewalks
Building, Sign, and Outside Lighting
Dumpster Area
Landscaping

SOLID WASTE MANAGEMENT

Litter Control
Outdoor Seating

EVALUATION
CHEMICALS IN THE WORK PLACE

Written Hazard Communication Program
Labels and Other Forms of Warning
List of Hazardous Chemicals
Employee Information and Training

Module IV

PERSONNEL MANAGEMENT

SCREENING

How do we get applicants?
How do we decide who to ask to return for interview appointments?

WHY INTERVIEW?
THE INTERVIEWING PROCESS
EMPLOYEE CHARACTERISTICS
JOB DESCRIPTION FRONT COUNTER PERSONNEL
PURPOSES OF EMPLOYMENT INTERVIEW

Begin Communication
Get Information
Give Information
Management Policies

LEGAL GUIDELINES IN INTERVIEWING
FORMAL INTERVIEW GUIDE
LABOR LAWS

Who is considered a child?
What are the wage laws?
Questions related to disabilities:
What are the laws pertaining to uniforms?
What can you legally deduct from an employee's paycheck?
Do you need to have any labor regulations posted in your store?

HIRING AND ORIENTATION

Job Description Front Counter Personnel
Store Manager/Asst. Store Manager Standards of Performance

EFFECTIVE PERSONNEL MANAGEMENT

Supervision
Motivation
Delegation

HUMAN RESOURCE PAPERWORK

EMPLOYEE RECORDKEEPING

I-9

The Immigration Reform and Control Act of 1986 Anti-Discrimination Provision
Citizenship Statue Provision
Penalties for Violations under IRCA
Good Faith Defense
Interview Process
Hiring
Employment
Record Keeping and Termination of Employment
Who Must Complete the I-9?
When Must The I-9 Be Completed?

SEMI-ANNUAL PERFORMANCE REVIEW
DISCIPLINARY ACTION
EMPLOYEE MEETINGS

Planning the Meeting
Conducting the Meeting
Leadership Techniques Used In Meetings

Module V

Training / Coaching

TRAINING A TEAM

Be Organized
Training involves everybody
Impact of Training

TRAINING - WHY?
TRAINING - HOW?

Training is a function of management.

STEPS OF TRAINING

Prepare Yourself

Learn the Job Yourself
Break the Job Down Into the Basic Tasks
Make a Formal Training Schedule
Develop and Organize Your Training Aids
Prepare the Training Area

Presentation and Explanation

Prepare the Trainee
Create a relaxed setting
Determine their current level of knowledge

Present and Observe

Present the Job
Viewing positions
Key points to remember
Setting the pace
Review

Feedback
Program Evaluation
Training Schedule Samples

Crew Training Schedule
Management Training Schedule
Planning the training
Station Training Checklist
Front of the house
Kitchen
Opening an Closing
Administrative

Module VI

Financial Controls

OVERVIEW

Sales
Promotions

LABOR

Staffing
Scheduling
Schedule sheet
Monitoring

COST OF GOODS

Menu Item Costing
Inventories

CONTROLLABLE

Module VII

Marketing

OVERVIEW
FACILITY
SPEED OF SERVICE
POINT OF PURCHASE
COMMUNITY SERVICE
PLANNING

Module VIII

Management Tools

Daily Food Safety Checklist
Daily Call In Program
Hourly Reading Sheet
Labor Tracking
Cashier Performance Log
Employee Request of Transfer
New Hire Checklist
Formal Interview Guide

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