IV/ Operational efficiency Business structure & governance Organiztion Chart Attracting talent at the start is a difficult thing for a startup, because the budget for the company is still tight This staff had to complete the stages of arranging, preparing and constructing the process the first time it was established and not open to welcome guests This is considered to be a primitive management team to help complete every process The ones I need to locate this partner would be eference sources, former colleagues and my friends These are the people that will help me edit the restaurant and complete the missing steps in running it Business operational planning: human resource planning and training Human Resource Tittles CHEF BARTENDER Tasks Setting up the food menu Set-up kitchen equipment Making recipe book, ingredient list, market list Inventory processes Looking for suppliers Cost calculation Staff training Kitchen processes Cleaning checklist Setting up the drink menu Setting up bar equipment Making recipe book, ingredient list, market list Looking for suppliers Cost calculation RESTAURANT MANAGER MARKETING SPECIALIST ACCOUNTANT LAWYER Staff training Setting up the restaurant Service processes Staff recruitment Staff training Staff roster Open and close checklist Weekly and monthly cleaning POS setting up Marketing plan Looking for designer, advertising specialist Planning media products for year Looking for partners in cross-marketing cooperation Planning budget for each month Accounting processes Payment processes Invoice management Sales and expenses management Supplier contract POS setting up Prepare relevant administrative papers such as tenancy contract, business license, food safety and hygiene certificate, fire safety certification Labor contract Tax related issues Legal advice Training Orientation: Corporate philosophy: mission, vision, and core value Culture: We create conditions at our restaurant for each person to build the career path they want and always create a healthy, supportive working environment "Job right people." No one is flawless and everyone has to consider their flaws and strengths "It's a pleasure every day of work." We believe that people can make enjoyable products when the customers are happy "Treat colleagues to brothers." Rather of battling assistance will help us build a solid base "Treat customers as ladies." While most customers are male in our restaurant, but if they treat them as wholeheartedly as ladies, customers will give you utter satisfaction "Customers might be not right but we're always wrong." Always nice, sorry, and happy Work: Staff will be sent in for advanced training in their department The next senior will be people educating and appraising employees The employees will have a specific training plan, depending on increasing position and rank, and this plan will be the responsibility of that department's manager SOPs to ensure quality standard, cash handling, etc Parking The security will greet the guest If they come with a bike or car, security will take their bikes or show them where to park car, give the parking ticket Show them way to enter the restaurant Open the door for customer Welcoming Greet and ask for number of customers Check for available seats (rush hours) If there is no available, ask for name, phone numbers and indicate waiting time Show them the waiting area Give customer hot tea while waiting Never seat the customers when the table is not ready If customers come with group, everyone must present at the restaurant Never seat the customers to keep the table for their group (especially rush hour) Presenting the menu Lead customer to the table with the menu on hands Show the special menu and promotion (if any) Ask for special diet and allergies TIP: greeting by asking how they are, communicate with customer Taking order Ladies first Note order properly following rules of the restaurant Ask for specific comment (level cooking of meat, add-on) Recommendation Double check TIP: don’t ask to repeat, just repeat Serving Drinks are always served before food and always have coaster (except wine glasses) Serving ladies first, kids, elderly and men Clearing Always ask for permission when clearing empty plates, bottles, can Never touch the glasses before the customers leave Feedback of customer Payment Never let the customers leave the restaurant before checking out ALWAYS check POS receipt and card receipt Ask for reviews on Trip Advisor Script: Make sure they are happy with the meal Ask them to review on trip advisor by saying Complain handling: The Customer Is Always Right Strange objects (hair, plastic, dust, sand, insect, etc.), kitchen/service mistake: Apologize Bring the plates back to the kitchen to MAKE A NEW ONE Offer the meal (serious cases) Waiting too long for food or seating Apologize CONFIRM IN ADVANCE the waiting time for food Offer drinks or snack while waiting Serious complain (Anger, drunkenness, violence, swearing, affecting other customers) Apologize Figure out what the customers want Inform chef or manager to find the right solution Apologize other customers ... up Marketing plan Looking for designer, advertising specialist Planning media products for year Looking for partners in cross-marketing cooperation Planning budget for each month Accounting processes... restaurant Open the door for customer Welcoming Greet and ask for number of customers Check for available seats (rush hours) If there is no available, ask for name, phone numbers and... ask for permission when clearing empty plates, bottles, can Never touch the glasses before the customers leave Feedback of customer Payment Never let the customers leave the restaurant before