Observe and provide assessment/inspection report to the concerned persons (Kitchen Manager and Restaurant Manager) of each outlet in terms of system follow-up and SOP activities. Accurate report to the concerned persons shall aid and rectify all faults and improve the quality of service and production as well as overall operational system. Back support to management team for entire operation and notifying them in the areas to be improved and develop.
SOP officer shall be responsible only for observing, notifying, follow-up, violation record report preparation and also to assure that the concerned person is taking action according to the penalty measure of violation. Communication with all other staffs regarding violations shall be through and in presence of restaurant management team. SOP officer is not required to involve directly in daily operation and services of the restaurant. SOP officer will also ensure that the management team is always alert and active with their duties and responsibilities.
Main Duties and Action to be taken:
1. Observation SOP related activities in each Outlets;
o Observe management staffs are following SOP as per standard (FOH Manager, BOH Manager, FOH supervisors, BOH supervisors, Corporate Chef);
? Give notification for not following in first, second and third incidents email and verbal.
? Issue violation report after third incident after approval and consent of Principal.
? Submit violation report and forward to H.R. Department for record and action.
o Observe restaurant staffs are following SOP as per standard.
? Prepare violation report if any and inform to concerned manager by providing report and email.
? Follow-up with manager for action against violation report which may be a verbal/ written warning, penalty, retraining, briefing and/or consultation. Action against violators will be decided by the management only.
? Monitor staffs against repeating same violation and reminder to restaurant manager and forward to H.R. Department.
2. SOP Training;
o SOP Training for new employee with assistant of supervisors and/or manager (if required).
o Coordinate with concerned manager for program schedule.
o SOP refreshment training.
3. Updating SOP;
o Keep note for SOP update requirements.
o Notify to the head office management on what needs to be updated.
o Get assistance from head office secretary to update SOP.
o Coordinate with Administration Department to issue Circular for SOP updates.
4. Monitor staff follow local policies and procedures;
o Monitor and Report employee violating company rules and regulations.
o Have discussion with H.R. Department if any system to be restructured (if necessary).
Job Activities:
1. Observe Service Quality;
? Inspect kitchen sections and observe quality standards are follow as per SOP Standards.
? Inspect Dispatch and KOT sections are maintaining quality service in terms of service consistency, garnishing, presentation and portion.
? Observe if anyone using damaged cooking tool and equipment for preparation and service.
? Observe dining section to ensure highest level of customer service quality is maintained.
? Inspect each section and station (FOH and BOH) and make sure all stations are organized and cleaned.
? Inspect customer service;
? Staffs are always smiling and speaking clear and softly to customers
? Staffs are always the first to greet the customer.
? Attending the customer before they request for service and assist them for any requirement and service.
? Staffs are always helpful and ready to answer all customers’ comments in a professional manner.
? Inspect and observe dining Cutleries and Crockeries quality and if the restaurant management team are following proper protocols in handing damaged or unusable items.
? Inspect pest infestation
? Inspect the hygiene levels of the entire restaurant facility and staff
? Review and monitor Customer Complaint Log and if the restaurant management has taken action to ensure any negative comments are reviewed and rectified.
? Observe Food quality and taste and comments to kitchen manager and chef (if required).
2. Observe Hygiene;
? Observe staff personal hygiene.
? Observe food sanitation and hygiene.
? Observe staff follow proper hygiene protocol.
? Confirm staffs are completed hygiene training.
? Review storage facilities hygiene level.
3. Office Management;
? Observe supervisors are updating daily reports as per requirement.
? Observe filing systems are going as per standard.
? Observe unauthorized persons accessing the office and its facilities.
? Observe if any and all documentation is completed/updated on time or when required.
4. Store Management;
? Visit and inspect storage facility of FOH and BOH.
? Notify manager about items kept in disorder
? Notify management about employees abusing and misusing items kept in storage facilities.
? Notify manager any unauthorized person access to store.
5. Observe staff training;
? Observe staff training has been conducted and completed as per training program.
? Final review (one on one) with staff for training feedback and check training documents.
UAE