Dining Room Management Manual for Bilha Dinner Restaurant

Number of Staff to Hire

For Bilha to sufficiently serve the projected number of guests, the restaurant will require various employees, including kitchen staff and service personnel, that include waiters and waitresses, cashiers, managers, and security personnel. In the kitchen, the restaurant will need at least four chefs, three cleaners, and one casual to help in general cleaning and petty errands, at least six waiters and waitresses, a manager, and a security person. The chefs, cleaners, and casual staff will work full time, helping prepare various dishes and conducting routine cleanliness, while the waiters and waitresses, including the security guard, will work on a part-time basis during the hours in which the restaurant is set to operate. Besides, the manager will work on a full-time basis, observing kitchen operations, making necessary purchases for foodstuff, as well as handling customers’ and staff ‘s concerns. Furthermore, the cashier will work on a full-time basis receiving money from clients, placing orders, and making necessary bookings for the customers that will make early reservations, as well as performing accounting roles for the eatery.

Chain of Command

Uniform Suggestion for Bilha Restaurant

A suggested uniform for a French restaurant could include a classic white button-down shirt with a black bow tie, a black vest, black trousers, and black dress shoes. For servers, a white apron can also be added. Considering the theme of the restaurant, which is fine dining/ French service, all staff should wear a uniform that make them look elegant. The French have a long-standing reputation for their appreciation of elegance, which is deeply rooted in their cultural identity and history. The French have a great respect for the finer things in life and value beauty, sophistication, and quality (Van Orden, 2020). They believe that elegance is essential for creating harmony, balance, and proportion in life, and that it should be reflected in all aspects of life, from fashion and design to art and cuisine.

Furthermore, French people often take pride in the way they present themselves, and strive for a certain level of sophistication in their appearance. They also value the importance of enjoying the finer things in life, which include savoring a beautiful meal, admiring a stunning landscape, or simply enjoying the company of friends and family (Zhafirah et al., 2021). Thus, elegance is not just a superficial quality, it is something that is deeply ingrained in the French culture and way of life. The image on the right is an example of how the servers in the restaurant should look.

Sanitation in the Restaurant

Sanitation is one of the crucial aspects of a restaurant business since restaurant services entail food handling, which is critical in public health. Sanitation is important in restaurant operations since it helps to ensure that customers have a safe and enjoyable dining experience. Unsanitary conditions can lead to the spread of disease, food poisoning, and other health problems. Poor sanitation can also lead to a bad reputation for the restaurant, which can lead to a decrease in customers and a decrease in profit (Sari & Giantari, 2020). Therefore, to maintain sanitation in Bilha restaurant, staff will be required to do the following;

1. Handwashing: Restaurant staff should wash hands with warm water and soap for at least 20 seconds before and after handling food, after using the restroom, and after handling raw foods.
2. Sanitizing Surfaces: Restaurant staff should use a sanitizing solution to clean and sanitize all surfaces that come into contact with food, including countertops, cutting boards, utensils, and cooking equipment.
3. Cleaning and Disinfecting: Restaurant staff should routinely clean and disinfect all surfaces, including walls, floors, and equipment.
4. Food Storage: Restaurant staff should store food in designated areas and at appropriate temperatures to prevent contamination.
5. Pest Control: Restaurant staff should regularly monitor and eliminate pests, such as rodents and insects.
6. Personal Hygiene: Restaurant staff should maintain proper personal hygiene, including wearing clean clothes and hair restraints and avoiding contact with food with bare hands.
7. Waste Disposal: Restaurant staff should properly dispose of all waste to prevent contamination.

How to Train Employees in Maintaining Guest Satisfaction

For Bilha restaurant to maintain high customer satisfaction levels, the staff should be trained on;

1. Customer service basics: All employees in the restaurant should be provided with comprehensive training on customer service basics such as how to greet customers, how to properly address customers, and how to handle customer complaints. Training should focus on how to provide a positive customer experience and how to maintain a positive attitude even when faced with difficult situations.
2. Product knowledge: All employees should be trained on the restaurant’s menu items, what ingredients are used in the dishes, and how to recommend items to customers. This will ensure that the customer receives accurate information and that the restaurant is providing the highest quality of food and service.
3. Handling difficult situations: Train employees on how to handle difficult customer situations and how to de-escalate the situation. This could include teaching employees the proper way to apologize and how to offer a solution to the customer’s problem.
4. Verbal and non-verbal communication: Employees should be trained on how to use appropriate verbal and non-verbal communication with customers. This includes teaching them to use a pleasant tone, maintain eye contact, and use body language that conveys respect and professionalism.

Four Critical Traits Servers Should Have in the Dinning Room

For the success of the restaurant operations, Bilha’s management should ensure servers have the following trains in the dining room;

1. Attention to Detail: Servers should have an eye for detail in order to ensure that orders are accurately taken and delivered, and that guests are properly served.
2. Communication Skills: Servers must be able to communicate effectively with guests and colleagues to ensure that all orders are taken and fulfilled in a timely manner.
3. Organization: Servers should have good organizational skills to keep track of orders and ensure that all guests are served in a timely manner.
4. Friendliness: Servers should be friendly and welcoming to all guests in order to create a pleasant dining experience.

Policy to Implement to Solve Unsatisfied Guests

Customer satisfaction is an important aspect in any business as it determines whether a customer would seek a product or service the next time they are in need or make recommendations for other people (Filimonau et al., 2019). In the case of Bilha, to solve cases of unsatisfied customers, the restaurant should have a policy that sets outs clear expectations from the staff, encourage feedback from customers, and responding promptly to complaints, including addressing the issues and making follow-ups.

Most Appropriate Dining Room Reservation Technology

When it comes to making reservations for a restaurant business, both online reservation software and call-in systems have their advantages and disadvantages. In terms of efficiency, online reservation software often proves to be the better option. Online reservation software allows for customers to book their tables at any time and from any location. This eliminates the need for a restaurant to employ staff to take reservations over the phone, which can be time consuming and costly. Besides, customers can often view the availability of tables and make their reservations instantly, reducing the amount of time it takes for them to book a table.

Reservation Policy to Eliminate No-show or Loss of Revenue

To prevent no-show and loss of revenue, the restaurant should;

1. Require advance payment or deposits when reservations are made: Charge a non-refundable deposit or full payment in advance for all reservations. This will give customers an incentive to show up for their reservation.
2. Establish a cancellation policy: Set a policy on how far in advance customers have to cancel their reservation and what the penalty will be for late cancellations. This will help you to avoid last-minute cancellations that can cost you revenue.
3. Use automated reminders: Send automated reminders to customers to remind them of their reservations and the cancellation policy. This will help to reduce the number of no-shows.

Policy for Groups and Events

For groups and events, Bilha Restaurant can develop a guideline with policies that;

1. Clearly state deposits and cancellation fees for large groups and events.
2. Designated contact person for each event or group to ensure a streamlined and organized event.
3. Offer flexible menu options and pricing for groups and events to accommodate different budgets and dietary restrictions.
4. Offer special discounts or promotions to large groups and events to increase sales and encourage repeat customers.
5. Clearly state the maximum number of guests allowed in the restaurant for large groups and events.

References

Filimonau, V., Fidan, H., Alexieva, I., Dragoev, S., & Marinova, D. D. (2019). Restaurant food waste and the determinants of its effective management in Bulgaria: An exploratory case study of restaurants in Plovdiv. Tourism Management Perspectives, 32, 100577.

Sari, D. A. T., & Giantari, I. G. A. K. (2020). Role of consumer satisfaction in mediating effect of product quality on repurchase intention. International research journal of management, IT and social sciences, 7(1), 217-226.

Van Orden, K. (2020). Music, discipline, and arms in early modern France. In Music, Discipline, and Arms in Early Modern France. University of Chicago Press.

Zhafirah, N., Relawati, R., & Ariadi, B. Y. (2021). Service quality, product quality, and perception of price for consumer satisfaction at aqiqah business. Agriecobis: Journal of Agricultural Socioeconomics and Business, 4(2), 142-153.