CONTENTS. Orientation... 2 Position Training... 2 Management Training... 3

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2 CONTENTS CHAPTER 1: INTRODUCTION TO MANAGER TRAINING... 1 WELCOME TO MANAGEMENT TRAINING... 1 QUALITIES OF A GOOD MANAGER... 1 MANAGER TRAINING OUTLINE AND CHECKLIST... 2 Orientation... 2 Position Training... 2 Management Training... 3 GENERAL MANAGER S JOB DESCRIPTION... 5 Summary of Position:... 5 Duties & Responsibilities:... 5 Qualifications:... 6 ASSOCIATE MANAGER S JOB DESCRIPTION... 7 Summary of Position:... 7 Duties & Responsibilities:... 7 Qualifications:... 8 CHAPTER 2: MANAGING RESTAURANT OPERATIONS... 9 PURCHASING, RECEIVING, AND STORAGE PROCEDURES Purchasing Receiving Storage Forms and Checklists MANAGING FOOD PRODUCTION Quality Standards Employee Training Equipment and Tools Production Planning Forms and Checklists MANAGING BEVERAGE PRODUCTION Beverage Purchasing Beverage Storage Issuing and Inventory Beverage Service Alcohol Awareness Theft Prevention Forms and Checklist INVENTORY MANAGEMENT Benefits of a Good Inventory Risks of a Bad Inventory Inventory Classification Inventory Considerations Inventory Process Reduce Time and Maintain Accuracy of Inventories [Restaurant Name] i 5/21/2012

3 Forms and Checklist CASH MANAGEMENT Components of a Cash Management System Threats to Cash Management Forms and Checklist EMPLOYEE SCHEDULING AND SHIFT PLANNING Developing the Schedule Distributing the Schedule Shift Planning Chart Forms and Checklists OPENING, SHIFT CHANGE, AND CLOSING PROCEDURES Opening Responsibilities Shift Change Responsibilities Closing Responsibilities Forms and Checklists CHAPTER 3: MANAGING SANITATION & SAFETY MANAGING FOOD SERVICE SANITATION What is Foodservice Sanitation? Importance of Foodservice Sanitation ServSafe Program Health Inspection Process Personnel Sanitation Restaurant Safety Plan Leading Causes of Foodborne Illness Flow of Food Restaurant Sanitation HACCP Program How to Handle Food Safety Claims Forms and Checklists MANAGING RESTAURANT SAFETY General Safety Guidelines Occupational Safety and Health Administration Requirements What to Do in Case of an Accident? Forms and Checklists CHAPTER 4: MANAGING EXCEPTIONAL SERVICE CUSTOMER RELATIONS Principles of Customer Relations Preventing Customer Complaints Handling Customer Complaints Forms and Checklists CHAPTER 5: MANAGING MARKETING EFFORTS MARKETING PROMOTIONS Promotion success LOCAL STORE MARKETING Getting to Know Your Neighborhood Forms and Checklists [Restaurant Name] ii 5/21/2012

4 ONGOING MARKETING PLAN Forms and Checklists CHAPTER 6: MANAGING PRIME COSTS PRIME COST CONCEPT FOOD COST AND CONTROLS Food Product Costs and Controls How to Control Food Cost Forms and Checklists LABOR COST AND CONTROLS Effective Scheduling and Labor Cost Calculating Labor Cost Ways to Control Labor Cost Forms and Checklists CHAPTER 7: FINANCIAL REPORTS PROFIT & LOSS STATEMENT Key Numbers on a Restaurant P&L PRIME COST REPORT Forms and Checklists CHAPTER 8: MANAGING EMPLOYEES EMPLOYEE ADMINISTRATION General Team Rules Appearance Standards Compensation and Benefits Federal Wage and Hour Laws Standby Time Meal and Rest Periods Equal Pay Act Federal Child Labor Laws (USA) Americans with Disabilities Act Service Animals Schedules Absenteeism and Tardiness Overtime Payment Procedures File Retention Employer Posting Requirements Harassment Policy Fraternization Policy Substance Abuse Policy No Solicitation Policy Forms and Checklists PERFORMANCE EVALUATIONS Evaluator Guidelines Performance Evaluation Process Forms and Checklists EMPLOYEE RELATIONS [Restaurant Name] iii 5/21/2012

5 Handling Employee Issues Employee Meetings Management Meetings Bulletin Boards Handling Disciplinary Action & Termination Forms and Checklists CHAPTER 9: MANAGING EMPLOYEE SELECTION HIRING NEEDS RECRUITING Keys to Effective Recruiting THE INTERVIEW PROCESS Key Points to Interviewing What are RED FLAGS? Making Your Selection Forms and Checklists CHAPTER 10: MANAGING TRAINING & DEVELOPMENT NEW EMPLOYEE ORIENTATION EMPLOYEE DEVELOPMENT AND TRAINING The Training Process Training Philosophy The Learning Process Coaching and Feedback Forms and Checklists CHAPTER 11: PROVIDING LEADERSHIP COMMUNICATION SKILLS Definition of Communication Signs of Poor Communication Obstacles to Communication TEAM BUILDING EFFECTIVE DELEGATION Definition of Delegation Benefits to Delegation Signs of Poor Delegation: Distribution of Work Examples of Tasks to Delegate Delegation Steps DEVELOPING OTHERS Focus on Priorities Create a Plan Selecting Development Activities Development Activities Implement & Monitor Progress Recognition [Restaurant Name] iv 5/21/2012