Operational efficiency for duc hung CP

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 planning  Director Responsible and authority to administer, manage, and supervise the entire business activities including: participating in building business plans, marketing strategies, customer care, recruiting employees, solving the serious, irregular and abnormal work  Kitchen Department  Head of Chef Main tasks Specific tasks Managing and  Organizing the first shift meetings as prescribed controlling the  Directly disseminating new regulations and information of work in the kitchen superiors so that employees in the department know, department ensuring accuracy and timeliness  Assign work to employees in the kitchen department  Plan your expenses and place orders, then divide the work by related locations  Control the workflow of employees, ensuring compliance Make a menu, set out the processing and quality of the food Management of kitchen goods and materials Personnel management of the kitchen department  Ensuring hygiene standards, food safety with standard restaurant processes  Be responsible for planning, researching the menu of new items to be added to the restaurant menu  Assignment, specific assignments for the chef  Establishing processing specifications, professional guidance for kitchen staff on the process of processing standard dishes to serve customers  Ensuring the quality of dishes after processing; directly check the quality of the dish before sending it to the service department  Inventory of quantity and quality of imported goods  Checking the quality of food items, materials in the kitchen  Checking the quality of the remaining foods, spices at the end of the shift to preserve, process and handle appropriately  Making decisions to destroy unqualified food and goods • Planning and directly recruiting personnel from the kitchen department Direct professional guidance for kitchen staff, training new kitchen staff • Directly set out working rules in the kitchen department; Establish policies and regulations in the kitchen that apply to each job and specific position • Arrange a reasonable working schedule for employees, be flexible in assigning personnel, arranging holidays and leave for employees • Periodically assess the accomplishments and performance of all employees in the kitchen department  Responsible for quality control of hygiene in the entire kitchen space  Regulations on standards of personal hygiene, uniforms for kitchen staff  Organize employees to clean the working area, tools and equipment used in the kitchen in accordance with the process  Ensuring the hygienic quality of the dishes before serving them  Instructing and supervising employees in using and preserving common property, equipment and machines in the kitchen Managing • Every month, coordinate with the accounting department to kitchen tools, inventory all kinds of assets, machines and tools in the kitchen assets and • Instruct, monitor the use and storage of property, machines, components kitchen tools of employees Other jobs  Directly processing food when the number of customers, or customers request  Coordinate with Restaurant Management, Sale & Marketing department to plan, implement business ideas, menu ideas and promotions for restaurants  Collaborate with relevant departments to receive and resolve customer queries, complaints and complaints about food quality  Making daily food expense reports to the accounting department; report the work plan and recurring food expenses to the Restaurant Manager  Perform other related work under the direction of superiors  Chef - Support the chef in related jobs in the Kitchen department - Directly involved in food processing - Train and guide new employees when required  Primary processing/ Cleaning Workers - Preparation and primary processing of raw materials, preparation of appropriate processing equipment - Storing foods in accordance with the regulations - Responsible for hygiene for the entire kitchen area - Perform other tasks as assigned  Marketing - Sales Department - Develop a market research plan to know the current brand identity of restaurants and hotels as well as customer satisfaction about the services that the unit is providing - Deploy campaigns to promote the brand, promotions, gifts, of the hotel restaurant in accordance with the goal of promoting business - Design: banner, leaflet, … - Writing PR articles for restaurants - Building and implementing advertising campaigns - Building customer care data and developing online system  Accounting - cashier department  Chief accountant - Responsible for supervising the performance of tasks of the whole department - Prepare financial statements, receipts and expenditures of the bank - Track and report daily work to higher levels  Cashier - Make an invoice and collect money from the guests - Enter data into the notebook, save the invoice - Submit money and report revenue to the Chief Accountant  Restaurant manager Responsible for managing the entire business operations of the restaurant such as quality control of service, training, management of the workforce, advising customers, resolving incidents and situations occurring in the past working process, under the direct guidance of the board of directors Perform tasks such as segmentation, division of work areas for subordinates at the beginning of each shift, training, coaching new employees, solving on-the-spot situations within their powers and other jobs as prescribed  Desk Department - Ensuring full and accurate implementation of the work prepared to serve customers - Dedicated service, attentive attitude attitude, polite, to meet the needs of guests - Clean up, clean when guests come back and set up again - Coordinate activities with other departments to complete the task  Bar Department - Responsible for preparing drinks at the request of guests - Preserve food, utensils, equipment in the work area - Ensure cleanliness in the bar area - Checking and monitoring the status of raw materials in the bar area, ordering materials for the bar - Prepare related reports according to regulations - Support other teams in completing the task - Perform other tasks as assigned  Security Department - Responsible for security and order issues at the bank - Ensuring safety for customers about: life, property, - Perform other tasks as assigned - Coordinate with other staff to complete the work  Toilet department - Ensure cleanliness for the whole area in charge and the whole bank Clean, wash dishes Perform other tasks as assigned Training Restaurant business is an industry with deep connection with customers and the staff is the direct representative of the restaurant when serving customers Diners will evaluate the restaurant through many factors such as space, price, food, service, and in which the attitude of the staff accounts for 50% Therefore, for any restaurant to achieve success, the training of staff needs to be carefully prepared The restaurant carries out the training divided into two steps: Integration training and Professional training  Integration training, staff orientation Staff trained in the restaurant's business 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  Professional training The restaurant develops a specific training plan for each department and location with the following specific steps:  Determine training needs: based on the restaurant's business strategy, standards of job requirements for each position, qualifications, professional qualifications of employees and employee aspirations (according to the table attached staff training needs survey form)  Determine the training goals for the position the staff needs training  Determine who needs training  Training method and training person: Develop training plans, specific content for each position The training method is applicable to “On the Job training” 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  Assess training effectiveness 3 SOPs to ensure quality standard, cash handling, etc Standard operating procedure (SOP) at the restaurant                  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  Standard operating procedure (SOP) for online ordering V/ Sales & Marketing Product positioning Target market In the current context, the lives of people in the country are improving, the demand for good food, comfort, food safety and brand is increasingly appreciated Pho is a famous dish of Vietnamese people, but for decades it was only known as "curb food" The popular market is growing very strongly If investing and doing business in this market segment, it will create fierce competition from other competitors and it is very difficult to make a difference in the products that have been manufactured and consumed for a long time in the market of Vietnam Meanwhile, a large part of customers want to be better cared for, want to enjoy a product that can show their social position and assert themselves Being aware of the above, the restaurant decided to select the segment of high-class customers, foreign tourists, luxury noodle market and chose the competitive strength of delicious taste, food hygiene and safety quality service Competitors With the segment of luxury noodle market and target customers who are highincome and foreign tourists, business location in District 2, the restaurant will have some direct competitors, same segment The customer segment is the famous and crowded Pho restaurants in District 2: Pho Bui Gia, Pho Nam Vuong, Pho 10 Building product image Focus on building the characteristics of Vietnamese culinary culture and take it as your core value, because this is a difference that is hard to imitate Building restaurant image, how to design space, arrange furniture, quality noodle soup to polite and professional service to create an impression of elegance, clean, delicious, delicious Establish a management system of stable quality standards and attentive service style Noodle recipes need to be focused on researching to satisfy the majority of customers, so Pho is not too sweet or too salty The North, the South, the West or the Chinese can eat it To create a sense of comfort for customers, the store needs to be decorated simply but elegantly with traditional benches; but not too cramped with a leveling table to save space as other restaurants The dining room has air conditioning The goal of positioning in the minds of customers is luxurious, clean Clean means the quality of hygiene from spices, processing materials, vegetables must be controlled Apply positioning strategy "More for the same": The price is equal to the opponent but the quality is higher Competitor analysis Pho Bui Gia  Address: 56 Xuan Thuy, Thao Dien Ward, District 2, Ho Chi Minh City  Opening hours: 06:00 - 13:30; 16:30 - 22:00 daily  Product price list: PHO (NOODLES) PRICES Broth, Ripe, Pellet, Ribs , Ribbed Small bowl 40.000VND Normal bowl 50.000VND Large bowl 70.000VND Calves, broth and rolled Small bowl Normal bowl Large bowl Tail, Mixed Small bowl Normal bowl Large bowl 50.000VND 60.000VND 70.000VND 60.000VND 70.000VND 100.000VND  SWOT analysis Strengths Weaknesses - Traditional flavors, traditional - Newly opened stores (June 2018) should - The restaurant is large, airy and clean have fierce competition with competitors - Competitive price - Family Business Model - Focusing on advertising activities on - The menu is not really rich Facebook and Youtube - Selling time is not continuous Opportunities Threats - The culinary trend of diners is gradually - The Government tightens the assurance seeking to the traditional flavors of food hygiene and safety - Technology 4.0 develops, creating - Food prices increase opportunities for image promotion Pho Nam Vuong  Address: B28, Street 25, An Phú, District 2, Hồ Chí Minh City  Opening hours: 06:00 - 21:30 daily  Product price list: PHO (NOODLES) PRICES Ribs Pho 52.000VND Broth Pho Special Pho Pho with calvesflower Broth + ribs Pho Broth Pho with beef balls Pho with beef + beef ball Ribs + tendon Pho Broth + liver Pho Tendon Pho Beef balls Pho 50.000VND 69.000VND 54.000VND 52.000VND 52.000VND 52.000VND 52.000VND 52.000VND 52.000VND 49.000VND Pho with beef tail Tendon + Beef Ball Pho Pho with brisket  SWOT analysis Strengths - Extensive menu - Spacious and airy restaurant - Competitive price - Selling continuously during the day - There are branches to increase brand identity Opportunities - Food ordering service through thriving applications Promote business activities - Technology 4.0 develops, creates opportunities for image promotion 56.000VND 52.000VND 49.000VND Weaknesses - Restaurant design is not yet brand identity - Waiters not wear uniforms, lack professionalism Threats - The Government tightens the assurance of food hygiene and safety - Food prices increase Pho 10  Address: 74 Song Hanh, An Phú An Khánh Urban Area, District 2, Ho Chi Minh City  Opening hours: 05:30 - 13:30; 16:30 - 22:30 daily  Product price list: PHO (NOODLES) PRICES Broth + ribs Pho 55.000VND Broth Pho cooked Calves Pho Pho ribs with brisket Mixed Pho Pho with beef balls Calves Pho with ribs brisket Broth Pho Broth + ribs Pho with brisket Broth Pho with brisket Tendon Pho Beef balls Pho 50.000VND 60.000VND 55.000VND 80.000VND 50.000VND 65.000VND 50.000VND 60.000VND 55.000VND 55.000VND 40.000VND Pho with cartilage Pho with tail  SWOT analysis Strengths - A well-known brand in Pho business with the coverage from North to South - Restaurant design uniformity, high brand identity - Traditional flavors Opportunities - The culinary trend of diners is gradually seeking to the traditional flavors - Technology 4.0 develops, creating opportunities for image promotion 60.000VND 70.000VND Weaknesses - The management process is not tight - Sales through online ordering applications have not been focused Threats - The Government tightens the assurance of food hygiene and safety - Food prices increase Marketing mix (7Ps) Product The restaurant chooses the product as the core value of its nine Marketing Mix offerings  The width of the product Diverse product categories include: Beef Pho (broth / cooked / ribs ), Beef balls Pho, Mixed Pho (Broth, Ripe, Brisket , Ribbed, Ripe-chewy, Calves, Beef Ball), Small Bowl Pho; Large Bowl Pho; Broth, Ribs Pho; Broth, Calves Pho; Broth, Veined Pho; Broth, Ripe-chewy Pho; Ribs , Brisket Pho; Broth, Ribs , Ripe-chewy Pho; Broth, Ribs and Ribbed Pho In addition to the main menu, the restaurant also offers additional dishes such as: poached eggs, stir, and drinks  Product properties - Each bowl of serving customers at the table is lined with a rectangular paper with brand color to create its own character and a clean, polite feeling - Towards building bowls to customers is not only a delicious noodle bowl but also a clean, cool space, civilized service style, stable quality and many other identifying factors - Determine your taste, not only for domestic but also for foreigners Taste towards: less fat, eat bars, eat full, full of nutrients - In the flavor, not use MSG, the broth is sweet thanks to the stewed bone of the cow's leg bone, noodles meet food hygiene standards, not use preservatives or borax - Pho recipe is studied to satisfy the majority of customers, so it is not too sweet or too salty The North, the South, the West or the Chinese can eat it Price Price strategy plays an important role in the purchase and success of a business It is the mission of the company The restaurant offers a variety of products with different prices, serving the diverse needs of customers Small Bowl Pho 45,000 Beef Pho (broth / cooked / ribs ) 55,000 Beef balls Pho 45,000 All Pho (broth / cooked / ribs / Brisket/ tendon/ Ripechewy/calves/ beef balls) 80,000 Large Bowl Pho 65,000 Broth, Ribs Pho 60,000 Broth, Calves Pho 55,000 Broth, tendon Pho 55,000 Broth, cooked Pho 55,000 Broth, Brisket Pho 55,000 Broth, Ripe-chewy Pho 55,000 Broth, Ribs, Brisket Pho 55,000 Broth, Ribs, Ripe-chewy Pho 5,000 Broth, Ribs, Tendon Pho 55,000 Place Initially opening the first restaurant in District and operating in two main distribution channels - Direct sales channel: serve customers directly to the shop to enjoy Pho - Online sales channel: Selling via hotline, fanpage, guest advertising channels of restaurants and online food ordering apps: Grabfood, Now, GoViet, Beamin Business orientation in the direction of franchising to expand distribution channels Promotion Decorate and present menu signs, posters, standcards, brochures, noodle liners This is an effective and cost-effective image promotion channel In the context of the society in the era of technology 4.0, the restaurant focuses on promoting and advertising products on digital marketing platforms, namely advertising channels Google Adwords, Facebook Ads, Youtube Ads, Tiktok Ads , to increase product positioning in the mind of customers The restaurant's main tactic is to rely on quality so that customers themselves want to come back many times and advertise word of mouth to others Reputation of the brand will ultimately depend on the true quality of the products and the manner of service of the employees Nice furniture can be easily competitive but the style of the brand, the company's culture and the attitude of the staff is not easy Actively participate in community activities in the area to approach and introduce products to the local community People According to the plan author, the first customer to meet is not the Director or restaurant manager, but the service staff, the number of customers meeting and talking with the director counted on the fingers Therefore, the restaurant will always pay attention to the quality of staff when recruiting The training of good service personnel is one of the keys to retaining customers, not just quality and price Process  Restaurant service standards are specified as follows:  Online Online ordering process: When customers call, Delivery service of the restaurant will serve you Physical Evidence  External factors - Design: From the outside looking at the restaurant, the front of the shop will be using glass, with a distinctive orange-black tone of the restaurant - Signboard: the name of the restaurant will be designed big and clear in a very visible position - Logo: designed prominently by white letters on an orange background, this is also the main color tone of the restaurant  Internal factors: - Interior design: Create a clean, cool and comfortable space with the main color throughout - Machinery and equipment: Use a cooking pot that meets technical standards to ensure safety and environment friendliness - All bowls, chopsticks, cups, bottles and jars plates, all print restaurant name  Other factors - Uniforms: All staff in the restaurant wear uniforms, uniform from waitress, bartender to security guard - Brochure: designed to introduce new products, or all items in the menu of the restaurant  ... name  Other factors - Uniforms: All staff in the restaurant wear uniforms, uniform from waitress, bartender to security guard - Brochure: designed to introduce new products, or all items in the... (SOP) for online ordering V/ Sales & Marketing Product positioning Target market In the current context, the lives of people in the country are improving, the demand for good food, comfort, food... in the products that have been manufactured and consumed for a long time in the market of Vietnam Meanwhile, a large part of customers want to be better cared for, want to enjoy a product that