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Your Ultimate Guide To 2020 Restaurant SOP

Operational excellence is any industry requires preset norms and rules. Standard Operating Procedures or Restaurant SOP ensure that all outlets function smoothly and provide clarity to staff on how to carry out their duties. These guidelines also make it easier to train new staff on operational procedures.

Why Restaurant SOP is Important

The restaurant space can be daunting and restaurateurs have mentioned that it’s an industry lacking structure. Standardizing the operation procedures has many advantages including:

  • Standardized routine operations: Mentioning the how and why of routine operations make it easier to train new staff and also gives more predictability on how tasks need to be carried out
  • Consistency and quality control: Customers keep coming back when there is consistency in quality and services. Having a system in place that ensures that food served to customers and the way staff handle customers remain pleasant and consistent will keep the business running smoothly. SOPs are highly effective in maintaining consistency among multiple locations your restaurants are in as well
  • Performance management: With the crucial operations and code of conduct listed out in the SOPs, assessing employee performance and improving efficiency becomes easier

What is Included in Restaurant SOP?

The standard operations and procedures include all the core operations in the restaurants from maintenance, food preparation, billing, customer service etc. Here’s what some standard procedures which can be a part of your SOPs:

1. Food Preparation and Handling

Food Preparation and Handling

Kitchen operations are one of the core operations of the restaurant and it’s important to ensure that everything is running efficiently as it has a huge impact on the restaurant. 

  • Standard Preparation Methods and Recipes: These can include basic protocol regarding hygiene, temperatures, recipe, ingredient measurements etc.
  • Food Presentation: Presentation is important and varies from meal course and service standards. This section of the SOP needs to mention the hows and whys of presentation, right from how it is plated to how it needs to be served
  • Food Storage: Maintaining a proper inventory and careful food storage is extremely important in a restaurant. Detailed instructions on how food needs to be stored in terms of quality and quantity need to be mentioned. Staff also need to be trained to minimize wastage

2. Customer Service

Customer Service

Customer satisfaction is of utmost importance in the restaurant industry. For having successful sales and business growth, it is important to make sure that the customer has a pleasant experience, from start to finish – right from the moment they enter the restaurant to the time they clear their check and leave.

    • Greeting and seating: Parameters need to be set as to how waiters need to attend to customers and that they need to be seated within a certain time limit
    • Order taking and serving: Orders need to be taken in a consistent manner and as soon as possible. There also need to be rules set on how waiters need to serve them etc.
    • Billing and settlement: Rules and norms need to be set on how sales, billing and other operations will be carried out, irrespective of restaurants using a POS to manage transactions
    • Customer feedback management: Making customers understand that their feedback is important to improve your brand goes a long way and helps you strive to always provide customer satisfaction

3. Equipment Handling

Equipment Handling

Kitchen equipment is expensive and needs to be handled with care. The restaurant SOP should include a module on how every equipment in the restaurant needs to be handled, maintained etc.

5. Health And Hygiene

Health And Hygiene

Hygiene needs to be maintained in all areas of the restaurant, which also includes the staff grooming. Clear guidelines need to be in place on how staff need to be dressed, groomed etc. as it directly reflects on your brand quality 

6. Safety

safety

The SOP needs to have safety measures the staff needs to adhere to while preparing and delivery food. Mismanagement and lack of care lead to accidents and everyone must be trained how to work in the kitchen and handle emergencies

7. Audits

audits

Audits are key indicators enabling restaurants to measure where they stand. Having timely audits ensure that all aspects of the restaurant are in optimal condition. Five main audits that should be part of every restaurant’s SOPs are:

  • Health & Safety Audit: Customer safety is your first priority. Health and safety audits need to be conducted to ensure that customers have a safe environment in terms of both infrastructure and fire safety.
  • Store Audit: Stores audits are needed to understand the moving and non-moving materialistic investments within the restaurant. You get more visibility on optimal stock levels of liquor and ingredients, ideal variants and internal pilferage.
  • Kitchen Audit: The kitchen is the most crucial part of the restaurant. Kitchen audits are mandatory to make sure that the kitchen is equipped to cater to customers, even during peak times and that all equipment is in the best working condition. Audits in the kitchen help you analyse what factors are reducing productivity so that corrective measures can be taken.
  • Mystery Audit:  Mystery audits are a great way to get realistic insights into restaurant performance based on predefined food and service parameters.
  • Service Consistency Audit: Feedback surveys are a great way to engage customers in helping you improve customer delight. A quick survey while customers are waiting for the check can help you understand if their expectations of food and overall customer experience were met or not

Creating Your Restaurant SOP

In order to create your SOPs, keeping core procedures in mind is important as it varies for different kinds of restaurants. Customer retention is one of the major aspects of running a successful restaurant business. People will keep going back to a place where they feel appreciated. So a lot more goes into becoming successful than just being able to serve the best food in town. Standardized procedures common to most restaurant SOPs are:

  • Define core processes: Having a clear picture of all the core processes that make your restaurant, the subsequent procedures on how everything needs to be carried out in different departments within the restaurant falls into place
  • Map operational procedures: After core processes are decided, the next step is to add details as to how each task needs to be carried out. Getting in touch with customers for suggestions and feedback to provide the best customer experience goes a long way in how each task in your restaurant is carried out
  • Create checklists and audit forms: Checklists for routine operations ensure that the staff is working according to the right guidelines. And now, with the advancement of technology, you don’t have to rely on paper-based checklists and forms. Pazo helps you automate your routine operations and you can create and assign checklists to staff on duty and it will recur as per your set schedule

Your restaurant SOP is an extremely helpful guide to maintain consistency in brand standards, service quality and customer satisfaction, especially when you run a chain of restaurants. Having standardized procedures in place is the first step to achieving operational excellence in your restaurant. 

Want to know how Pazo can help you make routine operations efficient? Talk to our Customer Success Officer today.

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Pazo Insights

The Impact Of The Deskless Workforce In The Future Of Businesses

Not everybody around the globe sits at a workstation completing a 9-5 job. In fact, 80% of the individuals consist of deskless workforce. As much as technology has advanced and improved businesses, deskless workers haven’t been able to reap the benefits.

Who Is The Deskless Workforce?

The 2.7 billion people across various industries from hospitality to facilities to healthcare, who are mobile when they work are the deskless workforce. The digital transformation has been on the rise all over the world and yet the no-desk workers have been neglected. Only $3 billion of the $300 billion business technology market is invested in deskless technology. Now is the time for more technologies to be customised to provide enough support to deskless employees to complete their job more efficiently. 

deskless-workforce

How To Make A Software Useful For The Deskless Workforce

As the workforce we’re catering to are unique, the perfect platform for them to have access to a deskless software are mobile devices like smartphones and tablets. As they spend a considerable amount of time out in their respective fields, an application where they can easily communicate and collaborate with their teams will not only make operations more efficient, but also create a positive work culture. PAZO has the fundamental features tailored for the deskless workforce. We aim to empower the field teams revolutionize their businesses.

Why Invest In The Non-Desk Workforce

Since 80% of the world’s workers are deskless, it only makes sense to invest in them. The key is not only to be able to provide an easy-to-use software, but only one that is a permanent solution. Deskless technology impacts every organization and employee internally. Enhanced productivity levels of employees increases their company’s profits. Furthermore, a positive employee experience leads to higher retention rates.

The deskless workforce will keep increasing as the days go by and the value of deskless software is indisputable and has a lot of potential to unleash! 

How PAZO Makes Operations Management Efficient and Consistent

With the help of PAZO, you will gain visibility and control over your daily business operations, across all your multi-location sites, when consistency plays a crucial part. Here’s how we help you with:

  • Communication: Ensure clear and effective communication between departments at individual sites and the head office. Coordinate task assignment and completion, surveys, feedback and compliance across all branches
  • Execution: Equip your staff with PAZO to have them work smarter and with more efficiency. Assign tasks, monitor completion times and increase accountability. 
  •  Insights: Get real-time insights on operations at every site, on a personalised dashboard to ensure visibility and consistency. Know how individual sites are performing and reduce issues and resolution times.

Here’s how different industries can leverage PAZO:

Hospitality

Customer delight is extremely important when it comes to the hospitality industry. Pazo helps you in:

  • Audits: Ensure that all departments operate up to mark as per the Food safety standards, with centralized checklists that can be monitored in one place, saving time and effort.
  • Consumption Metering: Real-time insights from restaurant outlets help you understand if resources are consumed efficiently and allow you to make the necessary changes needed in order to have the best results
  • Staff Grooming: Customer Delight begins at the front end. With the help of detailed checklists and the ability to attach photographs to the reports, uniformity among the staff at every restaurant outlet can be maintained effortlessly
  • Maintenance Request: Raise a ticket to the maintenance department, at the tap of a few buttons to ensure that everything is fixed in the shortest time possible and no customer is left with a poor experience
  • PCI Checks: PCI checks are crucial to reduce data breaches or other security problems when card payments are made. With PAZO you will be able to keep a track of compliances required by every restaurant you operate.
  • Food Safety Compliance Audit: Food Safety is the most important factor in restaurants. A quick, easy to understand checklist ensures that quality and safety is maintained in the kitchen at all times
  • SOP Adherence: Why rely on SOPs maintained on paper that gives no clear picture if they’re being adhered to on a daily basis? Maintain quality and consistency in every task carried out with the help of digital checklists and reports.
  • Housekeeping Operations: Easy to complete checklists, with image upload, to ensure that cleanliness is maintained throughout the hotel, all day long.
  • Security And Patrol: Unique QR codes can be assigned to locations for patrolling, to ensure accountability and maintain security all throughout the premises
  • Customer Feedback: Continue delivering customer satisfaction by improving operations with feedback provided by customers during their stay.

Retail

Maintain brand standards, boost sales and provide consistent customer satisfaction across all your retail outlets with PAZO helping you with:

  • Easy Communication: Task management and internal communication between teams at individual stores and the head office make operations more efficient and transparent. Synchronise task assignment and completion, surveys, feedback and compliance across all outlets
  • Store Audits And Compliances: Area Managers can now easily monitor store operations and ensure that there is consistency in brand standards and compliances. With a personalised dashboard, get consolidated data or routine operations including task completion efficiency, issue resolutions and reporting
  • VM Implementation: Easy checklists with photo uploads allow you to keep track of product placement and display, complete with the aesthetics and ambiance to ensure that customers have the best shopping experience in all your stores. 
  • Store Opening and Closing: Define routine operations run efficiently without any glitches with scheduled checklists, especially for store opening and closing. With tasks assigned to the right people at the right time, field managers can track execution standards and accountability.
  • Documents and Training: Maintain brand standards by training staff across all stores and having the resources and issues documented. With PAZO, documents in the form of images, videos, PDFs etc. can be uploaded and shared with the right users and departments.

Facility Management

Maintain brand standards and consistency across all the multi-site facilities you operate by making maintenance teams more productive. Use PAZO for:

  • Asset maintenance: Save time and resources by digitising your tracking processes. Have tasks assigned to the field workforce through easy and detailed checklists to rest assured that all critical assets are maintained in optimal condition.
  • Issue and Breakdown reporting: Report issues and breakdowns with location and images with real-time insights. Ensure that the department resolves the issue in the shortest time to ensure customer satisfaction. Tenants in the facilities can also raise issues to the management team with ease.
  • Workshift management: Manage tasks assigned to departments and individual users by setting up work shift schedules. Track and optimise work  hours, task completion and handle unexpected changes easily, with PAZO.
  • Communication: Streamline internal communication between teams at individual sites and the head office. Send messages in group or private conversations, keep everyone informed and ensure tasks are completed and issues are resolved. 
  • Helpdesk Management: Collaborate with departments or interact with individual employees to categorize, assign and resolve issues faster and more effectively. 
  • Compliances: Monitor facility operations and ensure that there is consistency in brand standards and compliances. With a personalised dashboard, get consolidated data or routine operations including task completion efficiency, issue resolutions and reporting
  • MIS Reports: Get advanced reports on tasks completed, facility performance, issues raised and resolved etc. to evaluate routine activities or issues raised, make decisions, and track progress.

Want to see how PAZO can make your routine operations better? Talk to our Client Success Officer today

Statistics Source: http://desklessworkforce2018.com/

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Pazo News

PAZO Featured in INSIGHTS SUCCESS MAGAZINE under Top 10 IT Performing Leaders ’19

InsightsSuccess is one of the leading business magazines in India focused on publishing enterprise insights. The magazine provides business and technological updates currently trending, advancing the business world.

They also feature new age entrepreneurs, their startup journeys and continuously identify fast-growing companies.

Inisghtssuccess magazine 2019 pazo featured

Read the complete coverage here: InsightsSuccess Magazine About PAZO

In March 2019, InsightsSuccess Magazine featured the top 10 Best Performing IT Leaders to watch in 2019 in India. The magazine gives an interesting insight into today’s IT leaders who have embarked the journey that promised an even mix of innovation, teamwork, and success. Expressed the views on how these leaders are redefining the paradigm of leadership bettering their performance.

PAZO is honored to be recognized and featured as one of the top 10 Best Performing IT Leaders ’19.

InsightsSuccess states,

PAZO is solving a big problem for organizations in giving them the visibility of the daily operations and a click away for the relevant stakeholders.

franchise business operational challenges retail facility

 

 

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Latest Industry News

Challenges Faced by Operation Managers

Operation managers play a major role in stabilizing an organization’s policies and procedures across all major business areas including budgeting, planning, and technology. Every operations manager has a million things to think about, resolve, plan, prepare, schedule and report.

An Operations Manager is vital to the management team who is responsible for driving efficiency, reducing costs, improving customer experience and taking ownership of the key metrics that drive company performance.

operations manager challenges retail industry facility industry

Operations managers in businesses like Retail and facility services, face a number of problems that are beyond selling products and services.

Challenges faced by operations management:

  • Allocating the right employees to the right department at any given point of time for the actual number of operations and customers.
  • Ensuring team accountability, to organize tasks and to not create stopgaps between internal departments.
  • Communicating with the right individual or team to implement anything new or modifying the existing.
  • Keeping track of the functionality of daily usable tech equipment, electronics, energy assets and other infrastructures to control the spending in aggressive financial budgets.
  • Ensuring standards on staff safety, wages and hour laws to make sure they don’t complain.

Let’s Dive into Top Operational Challenges by Industry:

1. Retail:

 

The retail industry is constantly transforming and there is an exponential growth in gaps between teams and management. As customers become more demanding, there is also an extra pressure to exceed their expectations of the product, customer service, and overall store experience.

Tracking is essential to monitor excellence of every retail process, such as Reviews, Approvals, Production, VM Designs, and Stocks etc. along with ensuring team accountability, to organize tasks and to not create stopgaps. Reporting is crucial to measure results and to check the progress of the defined goals.

2. Facility:

Ensuring proper maintenance of company assets and infrastructures is not an easy task, as there are always new emerging challenges and constraints.

Facility Management is a complex process that involves a meticulous information flow and a quick call to action. During the inspection, managers have to look for all unsafe conditions or potential hazards. Operation of risk control, Fire and safety procedures are the responsibilities of the facility manager.

Finding out the assets that have to be replaced, equipment which requires preventive and corrective maintenance, extending the life of existing assets and/or to coordinate the upcoming expenses etc. cannot be ignored.

Facility Managers are crucial to implementing innovative and new workplace practices that foster a constant flow of communication, knowledge sharing, and productivity across all teams in the organization.

3. Hospitality

Hospitality is one of the booming industries now. As customers are increasingly demanding, operations managers are struggling with getting total satisfaction and positive feedback from the customers.

Most of the managers in the Hospitality industry face difficulties in creating multiple work orders, organizing and managing calendars and work schedules. For consistent customer experience, amenities that include Wi-Fi, Housekeeping, Restaurants and Room services etc. should be taken care of 24/7.

Ensuring Corrective maintenance and faster reporting is chaos when the organization is growing faster. Customers expect a sophisticated level of service, providing that not only drive loyalty among guests and customers but also increase brand reputation.

The key is to identify these issues at the earliest and set the most efficient and effective ways to overcome them. Acquiring the industry cutting-edge technology helps the organization run at its full speed.

Suggested Read: The Life of an Operations Manager Made Simple With PAZO

How PAZO helps in handling Daily Operations of your business?

PAZO brings together the traditional benefits of planning and compliance with action-oriented solutions for dealing with every single operation challenge in all the above industries in a simple and smarter way.

Consistently identify and instantly respond to the demands in all departments of your business. PAZO Operations Management System will not only optimize your maintenance operations and boost the productivity of your team, but it is also a path towards significant cost reduction.

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Pazo News

Pazo at Bengaluru Tech Summit 2018

We’re happy to be a part of Bengaluru Tech Summit 2018. 

Bengaluru Tech Summit is Karnataka government’s flagship event. This event has been a strategic platform for industries to understand and leverage the latest technical innovations. The three-day event is being supported by organizations such as NASSCOM, IESA, TiE, ABAI, and Data Security Council of India (DSCI). The event will see participation from different countries, including the UK, Germany, Netherlands, Korea, and Japan.

bengaluru tech summit 2018

The theme of the 2018 edition of the summit is ‘Innovation and Impact’. The event will offer knowledge, networking, and business opportunities.

Check out the gallery at the event:

bengaluru tech summit pazo

 

bengaluru tech summit 2018

 

bengaluru tech summit 2018

 

bengaluru tech summit 2018

 

bengaluru tech summit 2018

 

Pazo is one of the 77 Most Innovative Startups of 2018, appreciated by ” ELEVATE 100 “ which is an initiative of the Department of Information Technology and Biotechnology, Government of Karnataka aims to provide a comprehensive entrepreneurship platform for startups. We heartfully thank Startup Karnataka for organizing such a great event and providing growth opportunities for real talents.

bengaluru tech summit 2018

Pazo operations management system can be chosen across various segments in an organization like sales, marketing, cashiering, facility management, housekeeping, security guards and general administration areas based on reputation, the accomplishment of client requirements, and proven track record across a variety of use cases.pazo retail facility management

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Latest Industry News

How Paper Based Processes are Killing your Business Productivity?

Many enterprises waste a lot of time and money managing their daily operations especially when they are driving through pen paper-based reporting. The juggle between tasks involving paper not only wastes time but also cost businesses thousands of dollars every year.

Management of businesses like retail chains, shopping malls, and large commercial facilities are dependent on paper-based processes as they are dealing with a large amount of manpower and operations running in multiple locations. This can quickly spiral out of control and affect business productivity.

paper based process slow down killing business productivity

6 Reasons how paper-based processes are killing your business productivity

Below mentioned are the top 6 problems with paper based systems. Also, find out the solution at the end of the article.:-

1. Keeping track of information, storage and filing documents

Of course, before everything was digitized, physical record-keeping was the best way to file and store any business information which also presented itself as a problem for even simple procedures like filling details within an invoice becoming more complex and time consuming with paper-based processes. Storing documents and retrieving them at the right time becomes hectic for any department or facility staff when your business has a large number of operations to work on. Paper-based processes make your work space crammed with a lot of cabinets and storage units for hundreds of sheets of paper.

Delays in Business processes and transactions resulting from tasks like printing documents or filing, searching and retrieving the physical documents when needed albeit necessary could result in loss of sales.

When your customer base is huge which is why going paperless can make a difference with the way you manage your business apart from which it can also transform your experience. You can experience for yourself how much good it feels when you note down something on a touchscreen of mobile or laptop as compared to a paper and carrying it with you as an asset.

When you can actually reduce the time spent in searching and retrieving documents, your business productivity and efficiency improve gradually.

2. Review or approving of work completed

Almost all Paper-based processes are usually mechanical in their process. Reviewing content or approving documents including daily task checklists, SOPs and likes of such take a chain of processes as employees in all levels of management need to revise the documents. This causes a lot of changes within the documents as it gets handed over from one employee to another.

In order for the response teams to be quicker with approval processes, Businesses need to do away with this protocol involving recurrent revisal of documents.

3. Safety and Security of data

We can never say either for paper documents or e-documents that it can be 100% protected from damage/ loss or theft of information. But compared to papers, e-documents are safer when it comes to storing and retrieving information whenever you need. 

If the papers get mixed up with the wrong pile, it can end up in the garbage; the only thing for sure now is that there is an added expense to try and regain this lost information.

But with a digital document that’s full-text searchable, you’ll know in an instant where your information is stored.

Using password protection, it limits the access to important information to only the right people and allows your employees to safely collaborate on documents shared. Some digitization solutions give Cloud Protection on their shared documents ensuring that there is no way of losing any file shared with an employee in the organization.

4. Filling in details on paper-forms

Within various departments in businesses like Housekeeping, Facility or Security, an organization can have a huge list of task schedules for every employee in every department. The employee has to fill out the paper forms and hand it over to a supervisor who manually checks the person’s responses and takes steps to resolve the issues. This whole process takes hours of time as there are many employees in every department and the supervisor wouldn’t have the patience and time to study the performance of every task on paper.

The way advanced Digital processes have evolved over the past 5 years, it help keep track of task completions and report the status to the manager within no time which allocate more time for Supervisor or Manager to take corrective actions on the tasks which are done faulty.

5. Communication

At this age of rapidly evolving technology, sending emails are becoming outdated as there are numerous ways to communicate with anyone throughout the country. But as in the case of modern Businesses still using traditional methods like paper communication, the technological age can send your Business operations derailing it off the intended track. Imagine how hard it is to be needed to communicate with every manager if you want to start a marketing campaign in all of your branches across the country? Sending fax or letters can eat up all your time and effort giving you poor results.

A Digitized way of communication allows you to measure the progress of the same marketing campaigns and employee productivity of every branch, which makes people feel more efficient and accountable. Digitized processes standardize and simplify the necessary tasks that keep a business running smoothly over the time. Irrespective of the size of your business, going paperless can aid in speeding up your workflow.

6. No analytics or trends of past data.

Any data that is captured on paper cannot be analyzed for trends or preventive maintenance.  The only way to get trends and analytics would be by feeding the data in a computer and analyzing it via excel sheets which would be a waste of productivity and time.

With advanced analytical tools available which give accurate data, it is important that the data is directly captured in digital form instead of transmitting from paper to digital which is error-prone.

How can you Digitize your entire Business Operations With PAZO?

PAZO digitizes all the operations that are driven through manual methods of reporting from the front line and back office.

Pazo provides a comprehensive solution to address the paper-based operational challenges in many industries like Retail Chains, Housekeeping and Commercial Facility Service Providers.  

Managing daily operations and the workforce of your business is at your fingertips with a complete mobility solution.

Why Only Pazo?

  • Because it helps in Communicate within the teams for broadcast messages, approvals, tasks, and quick surveys with “Pazo Chat Option”.
  • With Pazo App, monitor & report issues to concerned department or user for resolution.
  • Pazo Cloud Storage option gives you 100% data protection.

pazo retail facility management