New Restaurant Opening Manual Sysco Arizona

New Restaurant Opening Guide

An operator’s resource to planning, organizing, and executing a successful restaurant opening.

SYSCO’s New Restaurant Opening Guide

Table of Contents PART 1: WHERE TO START ....................................................................................................................................... 2 Before Getting Started ........................................................................................................................................ 2 PART 2: NEW STORE TIMELINE AND CHECKLIST ................................................................................................... 3 8-Week Checklist ............................................................................................................................................... 3 7-Week Checklist ............................................................................................................................................... 5 6-Week Checklist ............................................................................................................................................... 7 5-Week Checklist ............................................................................................................................................... 9 4-Week Checklist ............................................................................................................................................. 11 3-Week Checklist ............................................................................................................................................. 13 2-Week Checklist ............................................................................................................................................. 15 1-Week Checklist ............................................................................................................................................. 17 Vendor Product/Service Checklist.................................................................................................................... 18 Office Items Checklist ...................................................................................................................................... 19 PART 3: LOCAL STORE MARKETING ..................................................................................................................... 21 Trade Area Survey............................................................................................................................................ 22 Competitive Analysis Chart ............................................................................................................................. 25 Cross Promotions Contact Form....................................................................................................................... 26 Potential Groups Contact Form ........................................................................................................................ 27 Event Coordination/Contact Form.................................................................................................................... 28 Grand Opening Advertising.............................................................................................................................. 29 Media Schedule ................................................................................................................................................ 31 Blitzing Schedule ............................................................................................................................................. 32 Ongoing Marketing Plan ................................................................................................................................. 33 PART 4: EMPLOYEE HIRING ................................................................................................................................... 34 Recruiting ......................................................................................................................................................... 35 The Interview Process ...................................................................................................................................... 36 Interview Worksheet ........................................................................................................................................ 37 Interview Rating ............................................................................................................................................... 40 Orientation ........................................................................................................................................................ 41 PART 5: THE TRAINING PROCESS .......................................................................................................................... 42 Schedule and Conduct Training ....................................................................................................................... 45 Sample Training Schedule ................................................................................................................................ 46 Final Training Notes ......................................................................................................................................... 46

SYSCO’s New Restaurant Opening Guide

Part 1: Where to Start Congratulations on your upcoming new restaurant opening. This manual was designed to give you “how-to” instructions and provide you with the support material required to make your opening a success. Within this manual you will find checklists, marketing plans, hiring and training information, and much more.

This manual uses checklists to track activities along with suggested timelines.

To make best use of this manual we suggest that you: Step 1:

Scan each section to get an overall look at the store opening process.

Step 2:

Review the week-by-week checklist and enter calendar dates for each week.

Step 3:

Become familiar with the sequence of events listed in each of the sections of the manual.

Step 4:

As you begin the process, check off the items on the lists as you complete them.

Before Getting Started Opening a restaurant takes time, patience, and enormous work to make sure everything is done on deadline, on budget, and according to specifications.

Here are some suggestions to help you stay on course: 

Study your lease so you know your responsibilities before, during, and after construction.



Check with the contractor to make sure local authorities have approved plans and that you meet zoning regulations.



Make sure you have applied for federal, state, and local tax numbers.



Check with your contractor to make sure you have received all licenses pertaining to your area.



Have a storage area available where you can store equipment, smallwares, supplies, etc. as you receive them. This way you do not have to coordinate with your contractor to receive items at the restaurant site.

•

Your first priority is to the building and supplying of your restaurant. Work closely with your contractor. He will rely on you to explain the operation of your business.

SYSCO’s New Restaurant Opening Guide

Do not assume anything!

Put everything you want done, in writing.

SYSCO’s New Restaurant Opening Guide

Part 2: New Store Timeline and Checklist On the following pages, you will find a series of checklists for the “opening countdown.” Use the checklists to organize your opening activities.

Expect to spend at least one hour daily at the construction site to check progress and supervise activities.

Week of _______________

 / Date  ______

 ______

 ______

 ______

8 Week Checklist Prepare pre-opening budget Setup foodservice distribution with SYSCO  Delivery times/frequency  Determine key products  Credit application  Ordering procedures  Other support services offered; business reviews, consultation, staff training, Order cooking equipment-SYSCO Order smallwares and tabletop items from SYSCO  Flatware  Tableware  Glassware  Sugar caddies  Smallwares and kitchen utensils  Salt & pepper shakers  Table tents  Vases  _________________  _________________  _________________  _________________

 ______

Setup utilities (gas, electric, phone, etc.)

 ______

Setup beverage service with SYSCO

 ______

Order exterior signage

Notes

SYSCO’s New Restaurant Opening Guide

 / Date

8 Week Checklist

 ______

Order POS system (CAKE)

 ______

Establish insurance

 ______

Start ordering/acquiring store décor

 ______

 ______

Establish menu items, determine profitability and order applicable materials – menu board lettering, menu covers, menus, etc.

Apply for necessary licenses  Heath department  Food manufacturer  Water department  Business license  Sales & use tax  Liquor license

 ______

Check local health codes/ordinances

 ______

Determine requirements for alcoholic beverage server



Determine local certification requirements (HACCAP training)



Order office equipment  Copier  Fax  Computer  Calculators  _____________  _____________



Order office furniture  Desk  Chair  Filing cabinet  _____________



Establish payroll processing service

Notes

SYSCO’s New Restaurant Opening Guide

Week of _______________

 / Date  ______

 ______

7 Week Checklist Arrange for moving company, if needed Check status of following licenses: Heath department Food manufacturer Water department Business license Sales & use tax Liquor license

     

 ______

Check Status of following tax numbers:  Sales  Federal  State  Local

 ______

Establish banking

 ______

Establish the following services:  Local trash pick-up  Grease removal  Exterminator  Laundry  Appliance repair  Fire extinguishers  Music system  Alarm & security system  Knife and blade sharpening  Window washing  Dishwasher service  _____________________  _____________________  _____________________

 ______

Acquire software needs (SYSCO labor scheduler, P&L, etc.)

 ______

Determine emergency plans, exit procedures and create maps

Source Notes

SYSCO’s New Restaurant Opening Guide

 / Date       

7 Week Checklist

Source Notes

SYSCO’s New Restaurant Opening Guide

Week of _______________

 / Date

6 Week Checklist

 ______

Order “Opening Soon” and “ Now Hiring” banners for windows

 ______

Order “Grand Opening” banner

 ______

Order plastic engraved signs – Ladies, Men, No Smoking, Delivery Hours, Etc.

 ______

Set up order guide (SYSCO)

 ______

Set up maintenance and cleaning calendar (SYSCO) Set up inventory system SYSCO) Conduct walk-through with contractor

 ______  ______  ______

Check inspection dates

 ______

Prepare “Help Wanted” ads

 ______

Receive tax numbers

 ______

Identify staffing needs and develop action plan for meeting staffing needs

 ______

Retain full set of building and equipment plans for operational files

 ______

Acquire mandatory posters

 ______

Acquire children amenities (high chairs, boosters, crayons, etc.)

(SYSCO)

 ______

Setup communications for office, fax, pagers, and hostess stations equipment



Setup up credit card merchant accounts



Source employee nametags and uniforms

Source Notes

SYSCO’s New Restaurant Opening Guide

 / Date

6 Week Checklist

 ______

Acquire entertainment permits, and list of potential entertainers

 ______

Acquire menu materials covers, inserts, to go menus, catering, children (SYSCO)

 ______

Select accounting service or inhouse bookkeeper and acquire software

 ______

Develop invitation list for preopening parties and order invitations

 ______

Order Restroom accessories  Hand towels/dryer  Soap dispenser  Trash receptacles

(SYSCO)  ______  ______  ______  ______

Order valet stand and key control system

Source Notes

SYSCO’s New Restaurant Opening Guide

Week of _______________

 / Date

5 Week Checklist

 ______

Set up equipment maintenance log book

 ______

Order office and miscellaneous supplies (See office supply checklist)

 ______

Finalize any remaining products  Produce  Dairy  Meat/Poultry  Paper  Dry Goods  Beverage  _________________  _________________

 ______

Place “Help Wanted” ads

 ______

Purchase training materials for food safety training

 ______

Develop deposit procedures (establish armored car service or other)

 ______

Set up fire and health inspections

 ______

Finalize food and supply orders for training, mock shifts, and opening week

 ______

Develop birthday policy (special dessert, song, etc.)



Label valves and check for compressor accessibility



Label switches, breakers, and check for accessibility

 ______

Setup employee filing system

Source Notes

SYSCO’s New Restaurant Opening Guide

 / Date 



5 Week Checklist Acquire first aid box-(SYSCO) Select vendors for  Interior plants  Landscaping



Acquire janitorial equipment (wet floor signs, mops, buckets, vacuum, trash receptacles) (SYSCO)



Create seating chart and waitstaff sections



Setup petty cash system



Acquire tip trays, and check presentation folders, if not provided from merchant account provider



Source Notes

SYSCO’s New Restaurant Opening Guide

Week of _______________

 / Date

 ______

 ______

4 Week Checklist Receive case work & furniture:  Counters  Cabinets  Menu board frame  Tables  Chairs/bar stools  _________________ Finalize any remaining services  Local trash pick-up  Grease removal  Exterminator  Laundry  Appliance repair  Fire extinguishers  Music system  Alarm & security system  Knife and blade sharpening  Window washing  Dishwasher service  _____________________  _____________________  _____________________

 ______

Prepare/schedule interviews

 ______

Prepare training schedule

 ______

Prepare opening week schedule – schedule heavy

 ______

Determine emergency equipment shutoff procedures

 ______

Acquire internet service provider

 ______

Acquire kitchen clock, tools and tool kit

 ______

Receive linens

Source Notes

SYSCO’s New Restaurant Opening Guide

 / Date

4 Week Checklist

 ______

Send out opening party invitations

 ______

Review OSHA requirements with management

 ______

Parking lot striping and handicap space requirements



Create job aids (pictures of menu items, procedure steps, etc.) for kitchen



Send out press releases to local media



Setup POS/register training for management and crew



Source Notes

SYSCO’s New Restaurant Opening Guide

Week of _______________

 / Date

3 Week Checklist

 ______

Receive smallwares

 ______

Obtain sub-contractors’ telephone numbers

 ______

Set up installation of beverage service (SYSCO)

 ______

Interview staff

 ______

Plan/prepare training sessions

 ______

Assemble the following new employee supplies  Applications  Uniforms  Employer-employee agreements  W-4 & I-9 forms  Cash register policies  Employee Handbook  ______________________  ______________________

 ______

Obtain following supplies  Bags and night deposit keys  Deposit stamps and deposit slips  Coin rolls and bill bands

 ______

Install and inspect alarm system

 ______

Install fire extinguishers

 ______

Assign employees for HACCAP training & certification (Sysco)

 ______

Install ice machine, determine backup provider

 ______

Order initial food for training

 ______

Initial paper goods order

Source Notes

SYSCO’s New Restaurant Opening Guide

 / Date

3 Week Checklist

 ______

Create detailed inventory worksheets (SYSCO)

 ______

Acquire janitorial cleaning supplies (carpet, tile, floor cleaners, spot removers, gum solvent) (SYSCO)

 ______

If required, assign employee(s) for certification training for alcoholic beverage serving

 ______

Conduct alcoholic beverage training

 ______

Inspect Ansul system

 ______

Prepare order and delivery schedule for SYSCO

 ______

Create control system for padlocks for cooler doors

 ______

Install and test POS system

 ______

Prepare a manual to house all equipment maintenance and repair instructions

 ______

Conduct a safety audit

 ______

Acquire wine training program from wine vendor

Source Notes

SYSCO’s New Restaurant Opening Guide

Week of _______________

 / Date 2 Week Checklist  ______

Receive tables, chairs, table tops, benches

 ______

Test all equipment

 ______

Install canopy/awning/canvas

 ______

Finalize hiring

 ______

Finalize training schedule

 ______

Post the following:  Laminated Personnel Poster  OSHA  FLSA  ADA  EOE  The Heimlich Maneuver poster  Safe Lifting poster

 ______

Check walk-in and refrigeration temperatures

 ______

Start construction punch list

 ______

Clean and sanitize walk-in

 ______

Receive and set up shelving for walk-in and dry storage

 ______

Label shelving

 ______

Calibrate temperatures for:  Fryers/Griddle  Oven  Stove  ____________________  ____________________  ____________________



Set exterior signage light timer

 ______

Acquire hostess stand supplies (reservation book, call clock, pencils, notebook)

Notes

SYSCO’s New Restaurant Opening Guide

 / Date 2 Week Checklist  ______

Place initial alcoholic beverage order

 ______

Determine light levels and label for each period of the day

 ______

Notes

SYSCO’s New Restaurant Opening Guide

Week of _______________

 / Date

1 Week Checklist

 ______

Receive supplies

 ______

Hang inside décor

 ______

Clean all equipment, smallwares, and stainless steel

 ______

Hold final inspections

 ______

Receive certificate of occupancy

 ______

Complete equipment warranty cards

 ______

Run ice machine/empty/sanitize/refill

 ______

Finalize opening week schedules

 ______

Buy change and small bills from bank

 ______

Receive initial orders

 ______

Finalize clean-up of interior and exterior

 ______

Wash windows

 ______

Install plants

 ______

Continue construction punch list

 ______

Conduct training – final certification

 ______

Conduct practice run (dress rehearsal)

 ______

Complete pre-opening checklist

 ______

Take an opening inventory on all food and beverage items

 ______

Receive initial change order from the bank

Notes

New Store Opening Manual

Vendor Products/Services Checklist Product/Service

Food & Related Supplies

Vendor

Sales Rep

Phone

Status/Comments

SYSCO Food Services of Arizona

SYSCO Food Services of Jackson

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New Store Opening Manual

Office Items Checklist Item

# In Stock

Par Quantity

Basic Supplies Pens Pencils Paper clips Tape Rubber bands Thumb tacks Stapler Staples Stapler remover Hole puncher White-out Scissors Letter opener Blank manila folders Hanging files Legal pads Dry erase markers Post-it pads Highlighter Envelopes

10 6 2 boxes 3 rolls 2 boxes 1 box 1 2 boxes 3 1 2 bottles 2 pair 1 25 1 box 2 1 pack 4 1 2 boxes Cash Register

Counter printer rolls (cases) Kitchen printer rolls (cases) Counter printer ribbon (cases)

1 1 1 Filing and Storage

3 ring binders Sheet protectors Hanging folders Manila folders File folder labels Clip boards

2 2 25 25 1 pack 6

Computer and Register Equipment Add machine rolls CD’s Deposit tape books

1 pack 1 pack 2

20

# Needed

New Store Opening Manual

Office Items Checklist Item

# In Stock

Label machine tape

Par Quantity 2 rolls

Paper 2 packs 2 1 pack 1 pack 2 packs

White computer paper Spiral notebook Legal paper Composition notebooks Index cards First aid supplies Band aids Burn ointment Burn cream Aloe

1 pack 1 tube 1 tube 1 tube Advertising Items

Menu’s Business cards

100 100 Miscellaneous

Matches Hooks Lighters

1 book 1 pack 4 long Printed Supplies

Applications Counseling sheets W-4 forms Till count slips (pads) Receipt voucher pads Negative sales and comp meal vouchers Interview questionnaires I-9 forms Injury reports (customer) Injury reports (employee) Safe count sheets Daily sales sheets Daily sales envelopes

100 50 50 4 pads 2 pads 50 3 50 25 25 60 60 60

21

# Needed

New Store Opening Manual

Part 3: Local Store Marketing This section is designed to provide you with the tools necessary to market your restaurant within your trading area and throughout your community. By using a variety of techniques to call attention to your new restaurant opening, you can significantly enhance your image throughout the community.

Always remember that the best marketing program is delivering guest satisfaction through outstanding restaurant operations daily. However to a well-run operation, local marketing can truly deliver more customers and increased sales and profits.

Local store marketing is a proven way to build business through targeted programs implemented in your trading area. Done correctly, local store marketing can establish your location as a restaurant of choice, build community goodwill, increase your base customers and even create an image of the place to go for the best [insert signature item] in the business.

The first steps to building a successful grand opening plan are: Step 1:

Pick a date – the best day for a Grand Opening is a [Choose weekday or weekend]. Don’t rush yourself. Be sure your store is in perfect running order and your staff is hired and trained.

Step 2:

Establish a budget.

Step 3: Hang a ‘Coming Soon’ Banner – Hang the banner prominently on your storefront 45 days prior to opening.

Once you have those three steps in place it is time to prepare your local store marketing and grand opening plan.

Trade Area Survey You will begin by filling out the Trade Area Survey as completely as possible.

The purpose of this process is to: 

Help you understand and envision the store’s dynamics and its customers.



Help you focus on the key marketing opportunities for this particular location.



Provide a guide for developing a marketing plan.

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New Store Opening Manual

Trade Area Survey Trade Area Descriptions (Insert a street map of the area indicating the new restaurant location.)

1. This site is best characterized as (check the most relevant)  Suburban  Downtown  College  Other ____________________ 2. Describe the area in terms of its neighborhoods, retail intensity, old or new, etc.

3. Is the traffic  Heavy  Moderate  Light  Heavy at rush hour only 4. Describe the general customer demographics in your area. (Families, singles, age, income, etc.)

Store Location Description (Insert a picture of your store from the street.)

1. Is your unit:  Freestanding  Located in a strip mall  Other ___________________________ 2. Describe parking, accessibility, visibility, etc.

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New Store Opening Manual

3. What type of street is the store located on? (Commuter thoroughfare, at intersection, at traffic light, etc.)

High Traffic Areas/Area Activities 1. List the major activities conducted in the area.

2. List the major gathering places in the area.

3. List the major groups and organizations in the area. (Chamber of Commerce, bowling league, etc.)

4. List the major employers in the area.

5. List the major events that take place in the area. (Include dates)

6. Describe any weather and seasonal considerations (I.e. is this a tourist location, and if so, what is the high season?)

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New Store Opening Manual

Store Profile 1. Projected average weekly sales = $ __________ 2. Projected average weekly customer count = __________ 3. Describe the store in terms of signage and location. (On the morning side of the street, if in a mall, where? etc.)

Media and Public Relations Information 1. List the media you may use for advertising. (Television, radio, print, etc.)

2. List the local media you may use for public relations. (Publications you would send a press release.)

Competitive Analysis 1. Note general comments regarding area competition and see chart on next page.

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New Store Opening Manual

Competitive Analysis Chart Name

Distance from Store

Core Product

Product Price Range

Marketing

26

Strengths/ Weaknesses

Comments

New Store Opening Manual

Cross Promotions Contact Form Develop a page for each organization, neighboring store, etc. that you are interested in targeting for potential cross promotion.

1. Business name: ____________________________________________________________ 2. Address:__________________________________________________________________ 3. Key contact: ______________________________________________________________ 4. Customer demographics of the business: ________________________________________ 5. Cross promotion ideas (check all that apply)  Coupon distribution from their store(s)  Joint store offers  Giveaways  Sampling at an event at their store(s)  Product trade  Other __________________________________________________________________ 6. Sampling opportunities (consider products, quantity, and cost of promotion.)  ________________  ________________

7. Person responsible for coordinating this cross promotion: __________________________ 8. Target date, time, and location of cross promotion: _________________________________

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New Store Opening Manual

Potential Groups Contact Form Develop a page for each group, including the following information: 1. Business or organization name: _________________________________________________ 2. Key contact(s): ______________________________________________________________ 3. Address: ___________________________________________________________________ 4. Telephone number: __________________________________________________________ 5. Fax number: ________________________________________________________________ 6. Number of people in group: _______________ 7. When does the group meet: ________________ 8. Notes on what the group likes to order:

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New Store Opening Manual

Event Coordination/Contact Form List any well known sports events, parades, fairs, festivities, etc. in the area: Event Name 1.

Contact

Date Your Involvement

2.

3.

4.

5.

6.

7.

8.

9.

10.

11.

12.

13.

14.

15.

16.

17.

18.

19.

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New Store Opening Manual

Grand Opening Advertising

Below is an outline of the grand opening advertising plan.

Grand opening budget $ __________ (The grand opening budget should be limited to media and events that communicate the store’s grand opening.)

Grand Opening Elements

1. Print advertising – estimated cost = $________ 





Recommend placing 3-4 ads surrounding your store opening.

Recommend using a combination of local and regional publications.

Newspaper ads should be scheduled to run just prior and just after your actual opening day.

Make sure you ad includes your exact location and any opening specifics you may want to include.

2. Radio estimated cost = $________  



 





Recommend negotiation a remote with your buy.

Recommend buying a minimum of one week to air during [insert your area’s morning commute time] and [insert your area’s evening commute time] drive time on at least two stations whose audience demographics are consistent with your restaurant.

Negotiate radio-advertising agreement four weeks prior to opening. Ads should run during the first month of opening.

Make sure station reaches your target customer.

Negotiate your own radio deals. Call the advertising managers at local stations and suggest an even trade of food for radio announcements.

Have uniformed employee deliver food and goodies to on-air personalities.

Offer gift certificates and provide them to the station as on-air giveaways.

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New Store Opening Manual

3. Public relations: 



  

Create media kits - A media kit is a folder containing press release, company history background information, photographs and other material to which a report can refer when writing a story.

Distribute press kits with samples to local radio, TV and newspaper offices.

Contact media for interest.

Greet media personally on opening day.

Follow-up – The day after the event, call and thank any reporter who covered your event. Write thank you notes to key contacts and other organizations that took part in your grand opening event.

4. Printing and other giveaways estimated cost = $________ 

Samples, blitzing coupons, grand opening party invitations, balloons, etc.

5. Track your marketing efforts – This is an important element in your grand opening strategy. Not only does tracking help determine whether your efforts were successful, but it helps you learn about initial customer perceptions of your restaurant and your product.    

Measure opening day numbers.

Collect newspaper clips and/or tapes of broadcast coverage.

Note stream of traffic immediately following the events.

Analyze customer comment cards.

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New Store Opening Manual

Media Schedule Newspaper/publication

Ad Size

Cost

Deadline

Radio Station

Radio Spot

Cost

Television

Television Spot

Cost

Direct mailing

Postcard offer

# of pieces

Drop Date(s)

Offer

Start/End Date

Offer

Deadline

Start/End Date

Offer

Cost

Drop date(s)

Expiration

Deadline

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New Store Opening Manual

Blitzing Schedule Blitzing is delivering sample products to area businesses and media contacts, and leaving behind menus and coupons, along with a dose of good cheer and grand opening excitement!

Day/Time 1.

Blitzing Team

2.

3.

4.

5.

6.

7.

8.

9.

10.

33

Businesses/Media

New Store Opening Manual

Ongoing Marketing Plan

The purpose of the ongoing marketing plan is to determine the amount of money you have to spend and how you are going to spend it.

Budget: • •

Projected annual sales = $__________ Marketing budget (2% or 3% of annual sales) = $______________

Strategy: • • • •

Increase trial and awareness Improve customer frequency Build check average Enhance community involvement

Target Audience: Think about your business in day parts: weekday breakfast, weekday lunch, weekday dinner, and weekends. Choose your marketing activities based on your largest opportunities.

Monthly Calendar: A monthly calendar is a great way to track your marketing impact and see how your efforts affected the business.

• •

Blank calendar to track sales, customer counts, and check averages.

Transfer all marketing activities on the calendar and update weekly.

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New Store Opening Manual

Part 4: Employee Hiring The success to your restaurant opening and continued operation is due in large to your employees. It is imperative that you spend the proper amount of time recruiting, interviewing, selecting and training your employees.

Before you can begin recruiting it is important to know what positions you are hiring for and how many positions you need to fill.

Since you are opening a new restaurant you will need to fill all positions. The best place to start is to review the job descriptions. Read through each job description and make notes on what the main responsibilities are for each position and what characteristics you will look for in your new employees.

This will help in putting together advertisements and flyers for recruiting.

When it comes to the number of people you will need to hire it will vary. But, in most cases you will initially need to hire more people when you first open your restaurant to handle grand opening and opening promotions, then when you are under normal operations.

Estimated New Restaurant Hiring Needs:  General Manager =

________

 Assistant Manager(s)= ________  Shift Manager(s) =

________

 Front-of-house =

________

 Back-of-house =

________

Remember, you usually need to interview three people to find one good new hire. So, you will want to take that in consideration when recruiting and setting up interviews.

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New Store Opening Manual

Recruiting Now that you know what you are looking for, the next step is to recruit.

Here are some suggested recruiting sources: 

Newspaper ads



Placement services



Vocational counselors at area schools



State employment services



High schools/colleges



Our other restaurants

Keys to Effective Recruiting

•

Know what you are looking for – Review job descriptions.

•

Ensure ads/flyers correctly describe the position and location of your business.

•

Practice selling your restaurant to applicants. – Why should they work for you?

•

Make sure employees at your other restaurants, business associates, friends, etc. know that you are hiring.

•

Have job descriptions available at the restaurant or interviewing location for applicants to examine.

•

Make sure “Help Wanted” signs are clean and visible.

•

Have managers or other personnel at the restaurant location ready to hand out applications upon request.

•

Set specific hours for interviewing. You can do this by indicating this on an ad. “Open interviews for [restaurant name] from 1pm–3pm at….”

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New Store Opening Manual

The Interview Process The next step is to bring in your applicants for interviews. Below are steps to a successful interview process: Pre-screen applications:

After receiving a number of applications, read through them carefully and select the most promising candidates. In each case, use the job description to help you determine if the applicant would be a good match.

Check References:

For candidates you plan to interview, check both work and school references. In either case you should try to determine the applicant’s performance, attitude, and work habits.

Identify the benefits of selecting the right person for the job.

Schedule Interviews:

After you identify the best candidates, set up an interview schedule. Select days and times when you can conduct the interviews without a lot of interruptions.

Conduct Interviews:

The interview is probably the most challenging aspect of the hiring process. In general, you should attempt to make the candidate feel comfortable and free to talk openly.

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Interview Worksheet Applicant: ____________________ Date: __________ Interviewer: ______________ Set The Climate: Thank you for taking the time to talk with us about our open position. This morning/afternoon I will be asking you questions about your application, telling you more about the position and then giving you the opportunity to ask any questions.

Job Interest Why do you want to work for [restaurant name]?

Why are you looking for work?

Are there any days, nights, or weekends you can not work?

What salary do you expect to earn from this job?

Work History Have you ever been employed by [restaurant name] or its franchises?

Where have you worked before? What did you like and dislike about the job?

Why did you leave your last job?

How would your previous manager/coworkers describe you?

What kinds of tasks do you like doing?

What tasks don’t you like?

Tell me the most stressful time you have ever had on a job? What did you learn from that time?

How would you describe your work ethic?

When handling money, has your register ever been +/- $5.00?

If you suspected another employee of theft, what would you do?

What do you think makes a good manager?

Customer Relations/People Skills How do you feel about serving customers?

What would you say to a customer who told you they were unhappy with the service they received?

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New Store Opening Manual

What would you say to a fellow worker who asked you for help with something?

Why should I hire you?

Supervision (For hiring supervisors and managers) What has been your experience in hiring employees?

What characteristics would you look for in an applicant?

How do you evaluate performance?

How would you lower employee turnover?

What have you done to control employee theft?

How would you develop teamwork?

How would you reprimand an employee (e.g. tardiness) What kind of discipline procedures have you used?

Tell me about the last time you had to terminate an employee?

Have you ever trained anyone before? Describe.

Financial Controls Describe your experience with cash control procedures What were your labor costs and your goal? Your controls?

Are you familiar with “Food Costs�? Describe.

What experience do you have with financial reports?

How can they help you run the restaurant?

Provide Relevant Information * Hours of work

* Dress Code

* Schedule (store/office times)

* Training Wages

Close the Interview Ask applicant if they have any questions.

NOT HIRED/UNDECIDED: If applicant is not hired immediately, tell applicant that we will be reviewing all candidates and contacting those who most closely meet our needs. Thank applicant.

HIRED: If hired, applicant should complete new hire paperwork. Thank applicant and tell them that you look forward to seeing them at Orientation scheduled: _____/_____(Date/Time)

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Questions you may NOT ask during an interview: Sex and Marital Status

Race

National Origin

Religion

Age

How do you get along with other women?

Do you get along with people of other races?

Are you offended by Polish jokes?

Are you a member of any church?

How old are you?

Do you have any children?

What kind of neighborhood do you live in?

Are your relatives from the old country?

What is your religious preference?

When do you plan to retire?

Is your spouse employed?

Do you own or rent?

Were you born in this country?

Are there any religious holidays you can’t work?

Would it bother you to have a boss younger than you?

Are you pregnant?

What kind of accent is that?

What nationality is your name?

Do you believe in god?

How do you get along with younger people?

Do you have childcare issues?

Have you ever been arrested?

Do you speak a foreign language?

How do you feel about people of different religions?

Can you keep up with the younger people?

Are you married?

How do you feel about people of other races?

Which clubs, societies or lodges do you belong to?

Do you have your own vehicle?

What political organizations are you a member of?

Just remember to keep the interview professional and not personal. Stay away from any personal questions during the interview process.

Also at no time may you write comments on a persons application form. Keep notepaper or post-its available for quick notes regarding applicants.

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Interview Rating IMPORTANT: This form is a tool to help ensure we hire only quality people with excellent chances for success. It also helps to identify problems that could result if we hired this person. Complete this form immediately after the interview.

APPLICANT: .

Interviewed by:

Instructions: Rate the applicant in each of the traits listed below to determine suitability for the position.

INTERPERSONAL SKILLS: Is applicant polite, friendly and likable? Do they have a sense of humor? Do their activities & hobbies demonstrate the ability to get along with others? Did you detect any indifference, antagonism?

10 9 8 7 6 5 4 3 2 1 0 High Acceptable Borderline Not Acceptable Comments:

APPEARANCE & POISE: Does the applicant have the appearance, grooming and mannerisms necessary to be a satisfactory representative of our restaurant?

10 9 8 7 6 5 4 3 2 1 0 High Acceptable Borderline Not Acceptable Comments:

SELF-CONFIDENCE: Is the applicant poised and relaxed? Are they comfortable with his or her self? Do they exhibit a desire for challenge and responsibility versus concern over security and benefits?

10 9 8 7 6 5 4 3 2 1 0 High Acceptable Borderline Not Acceptable Comments:

COMMUNICATION SKILLS: Are responses easily understood? Does the applicant use good grammar; express thoughts clearly; listen well? Are there hesitations, needless repetition, excessive use of slang?

10 9 8 7 6 5 4 3 2 1 0 High Acceptable Borderline Not Acceptable Comments:

INTEREST & INITIATIVE: Is applicant truly interested in position or are they willing to take anything? Have they given sound reasons for seeking job? Do they appear motivated to succeed?

10 9 8 7 6 5 4 3 2 1 0 High Acceptable Borderline Not Acceptable Comments:

ATTITUDE: Consider relations with past employers / reasons for leaving. Did applicant show a positive or negative disposition? Did applicant relate favorable attitudes when discussing school, jobs, life experiences?

10 9 8 7 6 5 4 3 2 1 0 High Acceptable Borderline Not Acceptable Comments:

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New Store Opening Manual

EXPERIENCE & JOB SKILLS: Does this position require prior experience? Can applicant perform this job without extensive training? Could applicant answer technical questions relating to performing job functions?

10 9 8 7 6 5 4 3 2 1 0 High Acceptable Borderline Not Acceptable Comments:

TOTAL SCORE

DIVIDED BY 7 =

.

GENERAL COMMENTS / RECOMMENDATIONS

Orientation Once you have selected your new employees through the interview process it is time to orient them to [restaurant name].

Before you begin your orientation you will need to gather new employee packages for each person. Assemble the following for each employee: New Employee Package: 

Employee Handbook



I-9 and W-4 Forms



Employee Information Sheet



______________________



______________________



______________________

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New Store Opening Manual

Orienting a new employee is critically important. The orientation is your new employees’ first real exposure to the job. It sets the tone and establishes the new persons’ expectations.

Your objectives for the orientation are: 

Introduce them to rest of the team.



Develop familiarity with equipment.



Show where supplies and products are stored.



Explain the routine the employee will follow at first.



Supply all needed materials, including reference manuals, booklets, rules, guidelines, and uniform.



Review important rules and policies.



Go over the training schedule and objectives.



Explain all necessary forms that must be completed and signed.

Typically, your orientation will take two days. Cover basic information on the first day. Then add more information on the second. This will give new hires time to sort out information and not become overwhelmed.

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Here is a sample orientation schedule:

Day 1 – Orientation 1. Complete basic payroll information.

2. Handout and review key forms: •

Employee Handbook

•

Employee Information Sheet

•

Employee Agreement Form

3. Ask them to sign all forms and place in file.

4. Give a tour of the restaurant, including: •

Where to leave personal belongings and change into uniform.

•

The kitchen and major equipment.

•

Where supplies are kept.

•

Where safety equipment is kept.

5. Introduce them to their co-workers/managers.

6. Have them sample products and discuss them.

7. Show them how to use the time clock and explain proposed schedule.

8. Tell them about payday process.

Day 2 – Orientation 1. Ask for and answer questions from Day 1.

2. Review all safety procedures 3. Review any information you didn’t have time for on Day 1.

4. Explain employee benefits.

5. Explain how performance will be evaluated.

6. Explain the training program they will complete and provide them with the training schedule.

7. Give applicable training materials to new employees, for review prior to training.

The way you conduct orientation is the first example of how you manage people! So take your time and do it right the first time.

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Part 5: The Training Process New employee training is a crucial element to your grand opening. The first impression your restaurant makes on new customers will be by your employees. It is important to take the time to plan and execute a comprehensive training program for all new employees.

Where to start: Before you can begin training make sure the following items are in place:  Construction is complete, store is cleaned.  The certificate of occupancy is in place, as well as, all licenses for operation.  All equipment is installed and running.  Employees are scheduled for training sessions.  The proper amount of product is ordered for training and opening week.  Trainer(s) is assigned to the training.  An orientation has been given prior to training and all employee paperwork has been completed.  All training materials are at the training location (books, videos, etc.)

Schedule & Conduct Training Training for a new restaurant is different than training employees for an existing restaurant. In most cases, a new store opening will require hiring and training a large number of employees all at once. This can be logistically challenging.

Here are some suggested training approaches:  Divide the training into two identical sessions. A morning and afternoon training session.  Divide the employees into two groups and assign them to either the AM or PM session.  Within a session, conduct classroom training as a group.  For practical training, break the restaurant into training stations, and then divide the employees between the stations. Periodically rotate employees through stations. You will need multiple trainers, depending on the number of concurrent training stations.)

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Group A: Morning Session Sample Schedule Day 1

Day 2

Last Day

8:00 am

Intro (All)

8:00 am

Review (All)

8:00 am

Preparation for open house (All)

8:30 am

Sanitation & Safety (All)

8:30 am

Customer Service (All)

9:00 am

Open House (All)

9:00 am

Station 1: Register – (A)

9:00 am

Station 1: Drinks/Coffee (A)

11:00 am

Review (All)

11:30am

Receive Opening Schedule (All)

12:00pm

Clean (All)

10:00 am

11:00am

12:00pm

Station 2: Dining Room (B)

Station 2: Drive Thru/Take Out (B)

Station 3: BOH/Prep (C)

Station 3: Cleaning (C)

Station 1: Register (B)

10:00 am

Station 1: Drinks/Coffee (B)

Station 2: Dining Room (C)

Station 2: Drive Thru/Take Out (C)

Station 3: BOH/Prep (A)

Station 3: Cleaning (A)

Station 1: Register (C)

11:00am

Station 1: Drinks/Coffee (C)

Station 2: Dining Room (A)

Station 2: Drive Thru/Take Out (A)

Station 3: BOH/Prep (B)

Station 3: Cleaning (B)

Clean/Quiz (All)

12:00pm

Clean/Quiz (All)

Final Training Notes The importance of new restaurant training is to ensure that employees have enough time to feel comfortable with their job. The best way to do that is to give them as much hands-on experience as possible. If this is not the first store in the area, send employees to the existing establishment for practical experience with customers.

If this is the first store in the area, you will have to simulate the working environment with role-plays and practice with other employees. Also, try hosting an Open House. Invite family and friends for an Open House. This is a great way to give your employees practice time that is realistic, yet nonthreatening.

With well trained employees you can feel confident about the service that your customers will receive. This will allow you more time to concentrate on the management aspects of the opening.

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