An ‘operations manual’ is a collection of important documents, checklists, guidelines, systems and any other information that every employee needs to know (or act as a reference guide so employees can quickly check this document if they need to know something). Basically, an operations manual should act as an ‘instruction manual’ for a venue.
Recording your systems into an operations manual is an effective way of ‘setting your systems in stone’. It is easy to train staff in your establishment’s operational procedures too – ask them to read your manual when they are being inducted.
An operations manual includes the following (but is not limited to):
- Bar operating procedures (systems for the bar)
- Opening procedures
- Closing procedures
- Par levels for ordering wet and dry stock
- Daily/weekly/monthly cleaning tasks
- Standard uniform and equipment needed for a shift
- Necessary tasks for each shift
- Order of service
- Floor operating procedures (systems for your restaurant or dining area)
- Opening procedures
- Closing procedures
- Cleaning tasks
- Standard uniform and equipment needed for a shift
- Necessary tasks for each shift
- Order of service
- Induction procedures/the recruitment process
- Staff training resources
- Procedures for miscellaneous tasks
- Backups of any forms or templates used regularly
- Emergency contact telephone numbers/email addresses
- Resources for commonly asked questions
An operations manual should act as an instruction manual for your establishment. It should be freely available for all staff at all times, as a reference and guide.
Contents of the Successful Bar Secrets Operations Manual Template Pack:
Listed below are the sections, forms and templates included in the Successful Bar Secrets Operations Manual Template pack. They are designed to help you achieve greater levels of customer service, productivity and profitability in your venue. Tailor and customize them to your needs.
Unique Internal Mantra
Insert your Unique Internal Mantra at the beginning of the manual. Make sure your whole team knows this mantra. For more information on a Unique Internal Mantra, see Part Eleven: Marketing Is Not Just A Department.
Staff Contact List
Record staff phone numbers in case you need to contact them.
Bar: Opening Procedures
This checklist should include all daily tasks required to open your venue and prepare it for a maximum capacity service period. Write this document as if it is intended for a new staff member who has never opened your venue before (use this as a training document).
Bar: Changeover Procedures
This checklist should contain all necessary tasks for completion at the ‘crossover time’ when one shift finishes, and another shift begins. This checklist should be completed by the staff on the finishing shift with the aim of preparing the venue for a maximum capacity service period. This includes but is not limited to restocking disposable items (toilet paper, napkins, condiments), emptying bins, cutting citrus, processing cutlery and other tasks that will assist in improving service standards for the following shift.
Bar: Closing Procedures
This checklist should list all tasks required to close your venue and prepare it for the following day. This document should also contain all cleaning tasks required at the end of the day. Remember to be extremely specific and descriptive, and list the tasks in the order that they are to be executed. Write this document as if it is intended for a new staff member who has never closed your venue before (use this as a training document).
Bar: Necessary Tasks For Each Shift
This checklist lists any essential tasks that must be done every shift.
Bar: Daily/Weekly/Monthly Cleaning Tasks
These checklists list cleaning tasks to be completed on a daily/weekly/monthly basis. Laminate these checklists and use a narrow-tipped whiteboard marker to indicate when each cleaning task has been completed.
Bar: Order Of Service
This checklist details the order and process of every action completed in your order of service. Be specific. Start when the customer enters the venue, detail every mandatory action that must be taken (explain what to say to the customer, how to act around them, what to upsell etc.), and conclude the list when the customer leaves the venue.
Bar: Standard Uniform And Equipment Needed For A Shift
Lists every compulsory item your staff must have to execute their shift (e.g. waiter’s friend, pens, etc).
Bar: Miscellaneous Systems And Procedures
This section lists any extra systems and procedures that must occur at your venue. Make this list as long as possible!
Floor: Opening Procedures
This checklist should include all daily tasks required to open your venue and prepare it for a maximum capacity service period. Write this document as if it is intended for a new staff member who has never opened your venue before (use this as a training document).
Floor: Changeover Procedures
This checklist should contain all necessary tasks for completion at the ‘crossover time’ when one shift finishes, and another shift begins. This checklist should be completed by the staff on the finishing shift with the aim of preparing the venue for a maximum capacity service period. This includes but is not limited to restocking disposable items (toilet paper, napkins, condiments) and other tasks that will assist in improving service standards for the following shift.
Floor: Closing Procedures
This checklist should list all tasks required to close your venue and prepare it for the following day. This document should also contain all cleaning tasks required at the end of the day. Remember to be extremely specific and descriptive, and list the tasks in the order that they are to be executed. Write this document as if it is intended for a new staff member who has never closed your venue before (use this as a training document).
Floor: Necessary Tasks For Each Shift
This checklist lists any essential tasks that must be done every shift.
Floor: Daily/Weekly/Monthly Cleaning Tasks
These checklists list cleaning tasks to be completed on a daily/weekly/monthly basis. Laminate these checklists and use a narrow-tipped whiteboard marker to indicate when each cleaning task has been completed.
Floor: Order Of Service
This checklist details the order and process of every action completed in your order of service. Be specific. Start when the customer enters the venue, detail every mandatory action that must be taken (explain what to say to the customer, how to act around them, what to upsell etc.), and conclude the list when the customer leaves the venue.
Floor: Standard Uniform And Equipment Needed For A Shift
Lists every compulsory item your staff must have to execute their shift (e.g. waiter’s friend, pens, etc).
Floor: Miscellaneous Systems And Procedures
This section lists any extra systems and procedures that must occur at your venue. Make this list as long as possible!
Unique Venue Qualities And Standards
Record any unique qualities, standards and processes that make your venue different from other venues.
Frequently Asked Questions And Fact Sheet
Write down all the FAQs your staff ask you, and any other questions you think they’ll ask. This will save you answering the same question over and over again.
Emergency And Supplier Telephone Numbers
Record emergency and supplier phone numbers here.
Bar: Opening Checklist TEMPLATE
This checklist should include all daily tasks required to open your venue and prepare it for a maximum capacity service period. Write this document as if it is intended for a new staff member who has never opened your venue before (use this as a training document).
Bar: Changeover Checklist TEMPLATE
This checklist should contain all necessary tasks for completion at the ‘crossover time’ when one shift finishes, and another shift begins. This checklist should be completed by the staff on the finishing shift with the aim of preparing the venue for a maximum capacity service period. This includes but is not limited to restocking disposable items (toilet paper, napkins, condiments), emptying bins, cutting citrus, processing cutlery and other tasks that will assist in improving service standards for the following shift.
Bar: Closing Checklist TEMPLATE
This checklist should list all tasks required to close your venue and prepare it for the following day. This document should also contain all cleaning tasks required at the end of the day. Remember to be extremely specific and descriptive, and list the tasks in the order that they are to be executed. Write this document as if it is intended for a new staff member who has never closed your venue before (use this as a training document).
Bar: Cleaning And Daily Tasks Checklist TEMPLATE
This checklist lists cleaning and other tasks to be completed on a daily basis. Laminate this checklist and use a narrow-tipped whiteboard marker to indicate when each task has been completed.
Bar: Weekly Cleaning Checklist TEMPLATE
This checklist lists cleaning tasks to be completed on a weekly basis. Laminate this checklist and use a narrow-tipped whiteboard marker to indicate when each cleaning task has been completed.
Bar: Monthly Cleaning Checklist TEMPLATE
This checklist lists cleaning tasks to be completed on a monthly basis. Laminate this checklist and use a narrow-tipped whiteboard marker to indicate when each cleaning task has been completed.
Floor: Opening Checklist TEMPLATE
This checklist should include all daily tasks required to open your venue and prepare it for a maximum capacity service period. Write this document as if it is intended for a new staff member who has never opened your venue before (use this as a training document).
Floor: Changeover Checklist TEMPLATE
This checklist should contain all necessary tasks for completion at the ‘crossover time’ when one shift finishes, and another shift begins. This checklist should be completed by the staff on the finishing shift with the aim of preparing the venue for a maximum capacity service period. This includes but is not limited to restocking disposable items (toilet paper, napkins, condiments), emptying bins, cutting citrus, processing cutlery and other tasks that will assist in improving service standards for the following shift.
Floor: Closing Checklist TEMPLATE
This checklist should list all tasks required to close your venue and prepare it for the following day. This document should also contain all cleaning tasks required at the end of the day. Remember to be extremely specific and descriptive, and list the tasks in the order that they are to be executed. Write this document as if it is intended for a new staff member who has never closed your venue before (use this as a training document).
Floor: Cleaning And Daily Tasks Checklist TEMPLATE
This checklist lists cleaning and other tasks to be completed on a daily basis. Laminate this checklist and use a narrow-tipped whiteboard marker to indicate when each task has been completed.
Floor: Weekly Cleaning Checklist TEMPLATE
This checklist lists cleaning tasks to be completed on a weekly basis. Laminate this checklist and use a narrow-tipped whiteboard marker to indicate when each cleaning task has been completed.
Floor: Monthly Cleaning Checklist TEMPLATE
This checklist lists cleaning tasks to be completed on a monthly basis. Laminate this checklist and use a narrow-tipped whiteboard marker to indicate when each cleaning task has been completed.
Incident Report Form
This form is used to record essential information concerning an ‘incident’ in your venue. It’s important to record the time and other details of any major incidents, in case they are investigated by customers or authorities.
Function Inquiry Form
This form is for your staff to use in the absence of your functions coordinator. It is used to collect essential information required to book a function. It allows your functions coordinator to process a customer’s request easily and with all required information. Leave this form around your main till area (or somewhere easily accessible by all staff), so your staff can quickly access this form when they are talking to a customer.
‘Ace’ Form
Give each of your staff members an ‘Ace’ form to complete. Have them fill out (and memorize) basic information about the six products (white wine, red wine, beer, spirit, cocktail, food item), so they have an ‘Ace’ up their sleeve when a customer asks about one of those products. This’ll improve overall customer service in your venue.
Maintenance Request Form
This form is for your staff to record any problematic items requiring maintenance. This could include damaged furniture, broken fittings or chipped paint work.
End Of Shift Management Report
This form is a template for your managers or supervisors to fill out on a nightly basis as a way of transmitting to you the events and characteristics of their shift.
Glassware Audit Sheet
This form is used to count your glassware. Use weekly/monthly.
Wastage Recording Sheet
Use these sheets every day in your bar to record wasted stock.
Regular Customer Register
Use this form to record information about your regular customers. Write down the drinks they like, and any other information required to offer supreme customer service.
Induction Checklist
Use this checklist when you are inducting a new staff member.
Staff Employment Information
Use this form to record important information about your staff. Keep this in an accessible place in case of an emergency.
Weekly Stock Order Form
Use this form to order your stock. Keep the par levels on the left and the number of items you need to order on the right. This form means you can easily view the amount of stock you ordered on previous weeks.
Shift Management Sheet
This sheet is used on a nightly basis for informing your staff of their allocated positions in the shift and any other information you need to convey to them (use this so you don’t have to repeat yourself to every staff member)
Roster Template
This is an example of a weekly roster.
