Mac Company Limited
- INTRODUCTORY LETTER
Mac Company Limited purposes to implement our strategic plan and venture into the future; therefore, we must remain to be determined to deliver exemplary services. This is an essential point in time for Mac Company, and our success will be a function of how well we manage our restaurant. This period of time presents both opportunities and challenges in equal measures; the practices that guide our daily procedure will determine how prosperous we can become as a team. Consequently, the Mac Company operations manual has been created to equip the employees and the entire team with vital information on how the business will be carried out. The modern business market and the environment is dynamic; thus, we have to be committed to hard work and better performance. For us to improve business practices, have to be conducted appropriately, and well-informed decisions have to be contemplated. The Mac Company operations manual is a constant reminder and guides on the company’s operations and culture. I am confident that this manual is an educative and instructive document that will enable us to work collaboratively to accomplish our goals.
- Organizational Chart
2.1Internal Structure
| General Manager |
| Assistant Manager |
| Cashier |
| Cook |
| Server |
| Dish Washer |
2.2 Roles, Responsibilities, and Relationships
General Manager
- i) Hiring and firing employees
- ii) Training recruits
iii) Overseeing activities in the restaurant
- iv) Developing marketing and corporate social responsibility strategies
- v) Help in price determination and procurement of supplies
Assistant Manager
- Assist general manager in training recruits
- Develop work schedules
- Oversee employee activities
- Take full responsibility in the absence of the general manager
Cook
A cook is responsible for the various areas of the kitchen and the entire cooking process. He/she should prepare orders in time.
Dishwasher
Play an important of ensuring the dishes are ever clean. Additionally, they keep the kitchen clean and free from the garbage.
Cashier
- Record customers’ orders
- Handle cash
Server
- Taking orders
- Reporting to the kitchen
- Calculating the bill
- Employee Information
General Manager
James Grif
Assistant Manager
Ole Megen
Cook
Bram Mist
Dishwasher
Ann Mercy
Cashier
Brania Arnold
Servers
- Grace Moses
- Thomas Blein
- Human Resources
General overview of procedures
Hiring
- A vacant position is advertised
- The interview is conducted for successful applicants
- Successful interviewees are recruited
- Recruits are trained
Firing
The general manager is responsible for the firing of employees. When an employee is not working well, the manager has the authority to dismiss the worker. However, employees are given a chance to improve their performance or correct their wrongdoings. If there is no improvement, then the manager fires the employee.
Vacations, Overtime, and Payroll
Each worker is entitled to a seven official leave annually. However, any unique case or emergency can be addressed by the general manager at the time of occurrence. The restaurant operates from 8 am to 7 pm, but the employees should report and leave work at 7 am and 8 pm, respectively. In case of overtime work beyond 7 pm, workers are compensated appropriately. Usual wage remuneration is on the 1st day of each month. All the human resource documents are available at the manager’s office in hard copy. Additionally, there are electronic files on the company website in the employees’ portal.
- Products and Services
5.1 Daily Operating Procedures
- i) The premise is opened at 7 am
- ii) Cleaning commences
iii)After the premise is clean, all staff arranges the tables, seats, and other furniture in their appropriate positions.
iv)Cooking starts in the kitchen
v)At 8 am the restaurant is opened
- vi) Customers arrive, and they are served at their own pleasure
vii) The restaurant is closed at 7 pm
viii) The manager conducts money count with the help of the cashier
- ix) Inventory control is conducted whereby new supplies are ordered if they are needed
- x) At 8 pm employees leave
NB: Due to our size, we do not have shifts or shift swaps.
5.2 End of Week, End of Month, End of Quarter and End of Year Procedures
Most activities are conducted on a daily basis; however, in the long run, we sum up the procedures.
End of week: There is an inspection of all the books of account. The manager and account calculate the total revenue and costs on a weekly basis.
End of month: The total of the weekly basis financial analysis is calculated. The manager determines the profits of that month and pays workers. The other principal utilities, like electricity, water, and rent, are catered for.
End of Quarter: At this point, the manager meets the owner to report the financial progress of the venture. A new strategy can be formulated to propel the well being of the business even further.
- Sales Policies and Procedures
Our restaurant offers services on cash payments; we do not allow credit to customers. However, online and cashless methods of payments like mobile money transfer and debit cards are allowed.
Procedure for sale:
- Customers arrive, and they are directed to a sitting place by servers
- After perusing the menu, customers make an order
- Clients are served their preferred meal
- The server calculates the bill
- Clients pay at the cashier as they leave and they are issued a receipt
- Customers are encouraged to leave their addresses in case they need to make orders or leave a comment.
- Customer Service Policies and Procedures
7.1 Complaint procedure
Our organization values customer satisfaction. In this regard, we encourage customer feedback and criticism. We have provided a suggestion box where customers can leave comments and complaints. For more urgent issues, we have provided a direct hotline where people can contact the general manager for immediate response.
7.2 Warranty and Return Policies
Our company offers direct services and products ready for consumption. A customer is allowed to return any food or drink that is not standard quality, or if they receive the food, they did not order. However, we do not accept back food that is unpacked or tampered with. All meals must be returned in the state they were delivered. Finally, we guarantee quality food that meets health and international standards.
- Advertising & Promotion Procedures
Advertisement is part of the strategies that are developed by the manager but with the help of the entire team and customer feedback. Once an elaborate marketing idea is drafted, the manager can then come up with the various forms of advertisements like posters and email marketing.
The social media accounts of the firm are run and managed by the general manager and his assistant. After finding the appropriate content through research and consultation, they can post adverts on behalf of the company.
- Reports and Records
Financial reports are prepared by the cashier and inspected by the manager daily, weekly, and monthly. The reports include sales reports, supply purchase reports, wages, and other costs. The manager inspects the records and reports the final financial statement to the owner quarterly. Important files and information customer personal data is always in the custody of the manager. However, general information can be accessed from the company website.
- Safety and Security
10.1 Alarm/Security System
Our premise is under 24-hour Cctv surveillance that monitors all movements and activities. Additionally, there is a fire alarm in the case of fire.
10.2 On-site injury/accident/emergency protocol
Staff or clients may have accidents within the premise, and in this case, we have a first aid kit. Our staff is equipped with first aid skills through the on work training we offer. However, in the event of a serious injury, an ambulance hotline from the local health facility is available.
- Maintenance and Repair
11.1 Equipment check procedures
Our equipment is checked on a weekly basis for any damages. In the case of severe damage, the repair is done instantly, but in general, the repair and maintenance for the entire organization is a monthly planned activity. Information and records are electronically backed up regularly, at least every two days, but it often depends on the workload.
11.2 Cleaning and repair guidelines
A general cleanliness routine is conducted each day. Technical repairs like plumbing and electrical problems are left for professional partners whom the manager hires from a need to need basis. The manager is therefore responsible for maintaining the contact information and referrals of external service providers.
Electricity attendant
John Morn
Plumber
Mary Jane
- Legal/Risk Management Matters
12.1 Incident reports form
Our company has an incident reports form whereby unexpected issues or matters that need legal advice are recorded. The structure is readily available and is free for distribution to clients.
12.2 Contact information of legal counsel
James Smith