5 Reasons you need an Engaging Standard and Procedure Manual

A well-presented, thorough and concise Standard and Procedure Manual is an essential operating and training tool for every hospitality venue.

Most hospitality venues may have a manual in some form – but it takes time, experience and creativity to do it well. Manuals too often take the form of a cluster of A4 sheets of paper that more closely resemble a legal document than a tool to engage your team.

What we’ve learnt is this: if it looks boring no one will read it. Sounds simple right? Let’s be honest, you may as well not have a manual at all if no one is reading it, or utilising it on a daily or weekly basis to train and instill confidence in their team.

A well-designed manual that is eye-catching and engaging is much more likely to be read, valued and understood. In today’s hospitality industry of millennials, manuals should be more like a magazine that staff want to pick up and read; a valuable resource that reflects your goals and your brand on every page.

Here are five reasons you NEED a great Standard and Procedure Manual.

 

1. Sets a High Standard of Professionalism

One of the greatest challenges facing the hospitality industry today is finding and keeping good staff. When we do find them, it is integral that we hold onto them …tight!

A professional first impression of your business is key. When new recruits are presented with an engaging, beautifully formatted manual, they know that they are signing up to work with good operators and that the standards of professionalism will be high! Simply receiving the manual sets the tone for their work at your venue.

 

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2. Gives New Team Members the Confidence to Shine

When a new team member starts and they are presented with an engaging Standard and Procedure Manual they KNOW you want them to succeed. In hospitality, the days of throwing staff into the deep end and seeing if they swim are over. We NEED them to swim. We need to throw them a lifeline and do all we can to HELP them to swim.

Everyone starting a new job wants to do well. Ensuring your new recruits can prepare by reading about your Basic Venue Expectations, or Hospitality Etiquette, or your Service Sequence gives them the confidence that you have their back, that they are in a supportive venue and that they are entering a team culture they WANT to be part of. It also allows them to shine and impress the pants off you (not literally).

Preparation gives birth to self-confidence. We all work to a higher level when we have the confidence to do so.

 

 

 


 

 

3. Ensures Training is Ever Present, Streamlined and Easy!

In hospitality, training is often something we know we should do, but seldom get the time to do. Having a manual makes things easy. Managers and supervisors can work through ‘a procedure a week’ depending on what issues they may want to address at a given time. One week may be Greeting the Guest, and the next Up-selling, or Staff Presentation. All the procedures are there. They can ask staff to read page 26 and follow up by discussing in the briefing, a quick pop quiz or ‘one on one’ time.

A good Standard and Procedure Manual ensures that training is streamlined, consistent and above all, EASY. A manual gives the management team an efficient tool to ensure this happens in their time-poor roles.

 

 


 

 

4. Ensures Consistency

Consistency is key!

A great Standard and Procedure manual will make sure that all staff members are pulling in the same direction and working toward united goals. The manual should be used by your managers in an ongoing capacity to steer staff back on track when they veer off course. Perhaps concentrating on a particular procedure each week which managers then incorporate into briefings, shift plans, team meetings, and incentives.

An engaging Manual provides strong foundations and is also an effective, non-confrontational tool to use when correcting staff performance.

 

 


 

 

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5. Increases Revenue

A great manual must not only outline processes and procedures, it should also contain a concise Sequence of Service, and touch on sales techniques and how to adjust these techniques when in Hot or Cold Periods in order to maximise revenue. When staff have clear strategies to do their job, they are more confident in their roles and will be more confident when selling the product.

Your team are the people on the frontline, making your money- give them the tools and the confidence to make your business profitable!

 

 

To find out more about how we can create one of these documents for you, get in touch today!