Use Your Staff Manual to Maximise Team Performance

7 steps for hospitality managers and supervisors.

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

To maximise the full potential of your manual use it on a daily and weekly basis.

If used correctly your manual will make training a breeze, establish clear expectations, ensure consistency of service, and increase productivity.

Here are 7 simple steps that will ensure your training manual is being used to its full potential.

 

 

1. ENSURE EVERYONE HAS A PRINTED COPY

Give all team members a printed copy of your beautifully presented Standard and Procedure Manual.

Include it in the staff pack that new recruits receive upon induction, but don’t forget to distribute to your existing team too.

Studies show that people read more accurately and comprehensively on paper than on screens, so having a hard copy is essential. This way staff can highlight areas or make notes as they read. If you ensure the first thing they do is write their name inside the front cover, they will take far more care not to leave it lying around!

 

 

Hospitality Training

 

 

 

 

 

 

 

 

 

 

 

 

 

 


 

2. SEND IT OUT ELECTRONICALLY

The manual is best used as a perpetual training tool. Have a ‘Standard of the Month’ or the week. For example, you might want the whole team to focus on ‘Greeting the Guest’ or the ‘Sequence of Service’. Send the manual out with clear instructions requesting the relevant pages are read prior to their next shift. Make sure you follow up with a pop quiz, role play or questions during briefing or even incorporate a staff incentive based on the relevant standard.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 


 

3. BREAK IT DOWN

A good Standard and Procedure Manual contains lots of essential information. It may be a little overwhelming to tackle as a whole, especially for staff not in the habit of reading anything longer than an Instagram post. By tasking them with small sections to tackle one at a time, they will not only be more likely to read it, but also more likely to retain the information.

4. PRIORITISE

First things first. When requesting that staff read particular sections of the manual, ensure that the most important information is taught first. This will give solid foundations for further training. For example, the ‘Sequence of Service’ is the core standard of any training and should be of the highest priority. At VPTD our Standard and Procedure Manuals always include BAMA – the Four Pillars of Hospitality Excellence. Understanding BAMA is a great foundation for delivering exceptional service and sets the bench mark for all other standards..

5. ENCOURAGE TEAMWORK

Buddy new staff with more experienced staff to run through particular standards. This is not only great for team bonding, but also makes experienced staff feel empowered and valued while keeping them up to date with relevant procedures.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 


 

6. USE A TRAINING CERTIFICATION PROGRAM

A training certification program lists all competencies in the manual. It is used to record when an employee has been shown a particular section and then keeps track of them as they demonstrate and action each standard on the job. Engage your senior staff to work on this with you.

7. USE THE TRAINING MANUAL TO KEEP STAFF ON TRACK

As managers it’s our job to keep staff on track. It’s easy for staff to veer off course from time to time and let things slip: a few minutes late here, an unironed shirt there, a sneaky peak on social media during service. A good Standard and Procedure Manual helps managers and supervisors to be the compass that keeps staff on track. Email the manual to the team referring them to pg 10 ‘Arriving to Work’ or ‘Calling in Sick or Late’ or ‘Personal Presentation’. It’s a non confrontational way to remind staff of the uncompromising standards of the venue.

Use the Standard and Procedure Manual as a tool to continuously train and motivate.

 

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