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Daily Operations

Chapter 7

Carolyn Elbert

on 3 November 2015

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Transcript of Daily Operations

Establish Priorities
There is no such thing as a typical day in the hospitality industry
Operating Tools:Policies
planned course of action and strategy for an activity
Policy Development
What is the purpose of this policy?

Standard Operating Procedures (SOP)
Written description that tells how to perform a task
Daily Operations
Chapter 7
Base priorities off the operation's goals
Values, Mission Statement and Business Plan
All tasks are significant, urgent tasks require immediate action
What is an urgent task in the Hospitality Industry?
Think:Guests, Equipment, Supplies, Employees
How you develop a sense of urgency amongst your staff?
Examples of Policies:
Vacation Time/Requests, PTO, Holiday Pay
Competitive Bids

policies connect the mission to daily operations
Polices should be:
Well-Written..formal written communication
Trainable..can you easily teach this to your staff
What happens to a policy if these actions are not taken?
Who do this policy impact?
Develop a Statement of Purpose
Is the policy relevant?
Cross-Functioning Teams
Current Trends/Technology
Review and Update
Identify areas of concern through:
Guest feedback
Unexpected costs
Quality problems
Employee feedback
Establish Plans and Priorities
Task Analysis
Identifying tasks associated with positions
Knowledge and Skills
How are these procedures performed?
What is it that you do here?
Who is responsible...Task Breakdowns
Mixture of Managers and Employees
brainstorming, observing & recording
make changes as needed
Resolving Operating Problems
Quickly and Efficiently
Uncertainty & Risk Involved with the Decision
Results of Poor Decisions:
Low Morale and High Turnover
Guest Dissatisfaction
Lost Revenue, Increased Costs & Decreased Profit
Problem Continues
Problem-Solving Model
Logical series of activities to determine a course of action
"We can't solve problems by using the same kind of thinking we used when we created them"-Albert Einstein
Problem-Solving Steps
Step 1: Define the Problem
Step 2: Determine the Cause
Step 3: Determine&Analyze the Solution Alternatives
Step 4: Select the Best Solution
Step 5: Develop an Action Plan
Step 6: Implement the Action Plan
Step 7: Evaluate Results of the Action Plan
Step 8: Document for Future Reference
Step 1: Define the Problem
What is the problem?
Who is affected by this problem?
Step 2: Determine the Cause
What are the actions/situations?
System breakdowns?
Human error?
Step 3: Determine & Analyze Solution Alternatives
Brainstorm possible solutions
Analyze, will any solutions resolve the problem?
Step 4: Select the Best Solution
Ask questions, find the best solutions
An incorrect solution, will not fix the problem
Step 5: Develop an Action Plan
Steps taken to resolve the problem
Step 6: Implement the Action Plan
Communicate the plan/expectations
Step 7: Evaluate Results of the Action Plan
Was the plan effective?

Step 8: Document for Future Reference
Keep accurate records
The Manager
Essential Skills:
Develop a positive relationship with upper-management
Effective Communication
Daily Reports
Guest Satisfaction
Daily Log
Information that affects the operation
Legal Liability
Managers must capturing acts that can protect the establishment
Protecting the Business
Unusual Events
Reports of possible Foodborne Illness
Critical Incidents
All information recorded in the Daily/Manager log must follow operation guidelines and fall into one of two categories (operations/incident)
Operating Information
Date, Weather, Covers, Employees, etc.
Critical Incidents
Events relating to food safety, security, police or emergency
Accidents:slips, falls, mishaps
Incidents: fights, walk-out
Emergencies: urgent medical or security threats
Reports of Food Problems: allergic reaction
Facts should be record in DETAIL
Critical Incident Form
Provide detail to fully explain incident
Description of the situation:
people involved names, date & time
names/contact information of witnesses
any other important information
names/badge numbers of police
Detailed information should be placed in a confidential file
Emergencies Plans
Effectively manage emergencies to minimize disastrous outcomes
Have a plan BEFORE the emergency occurs and PRACTICE it
Preventable Emergency: Fire or Foodborne Illness

Unpreventable Emergency: Natural Disaster
Evacuation Plan
Contact List: Who do you call when...
Media Policy: who represents the establishment?
Task List:
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