How to Create a 5-Day Restaurant Duty Manager Onboarding Training Plan

Date modified: 21st July 2025 | This article has been written by Pilla Founder, Liam Jones, click to email Liam directly, he reads every email.

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Day 1: Operational Overview and Team Introduction

The first day focuses on providing a comprehensive understanding of restaurant operations while introducing the new duty manager to team members and critical systems.

This foundation day ensures your new duty manager understands the restaurant's operational flow, team dynamics, and their crucial role in coordinating both front and back of house operations.

Restaurant Systems and Layout Orientation

Why it's essential: The duty manager must understand every aspect of restaurant operations to manage effectively. Without comprehensive knowledge of systems and spaces, management becomes reactive rather than strategic.

Key activities:

ElementInstructionsNotes
Complete Restaurant TourWalk through dining areas, kitchen, storage, offices, and staff areas explaining purpose and flowHighlight bottlenecks and high-traffic areas that require special attention
Staff Structure IntroductionReview organisation chart, reporting lines, and key personnelClarify the duty manager's authority and responsibilities
POS and Reservation SystemsProvide hands-on training with booking systems, POS functions, and reporting capabilitiesEnsure they can run basic reports and handle system issues
Opening and Closing ProceduresReview detailed checklists for opening and closing the restaurantPractice security protocols and final checks

Team Integration and Role Clarification

Building relationships with the team and establishing credibility is crucial for duty manager success.

Key activities:

ElementInstructionsNotes
Meet Department HeadsFormal introductions with head chef, bar manager, and front-of-house leadersDiscuss communication preferences and team dynamics
Shadow Current ManagerObserve existing management during pre-service briefing and early serviceTake notes on leadership style and team interaction
Review Staff PoliciesCover uniform standards, attendance expectations, and conduct requirementsEmphasise duty manager's role in policy enforcement
Establish Communication ChannelsSet up access to staff communication platforms and emergency contact listsReview communication protocols for different situations

Basic Management Principles

Introduce fundamental concepts that underpin effective restaurant management.

Training focus:

  • Understanding service flow and timing between kitchen and front-of-house
  • Recognising early warning signs of service issues
  • Learning table management and reservation optimisation
  • Developing awareness of guest satisfaction indicators

Day 1 Assessment Questions:

  • Can they navigate all areas of the restaurant confidently?
  • Do they understand the POS and reservation systems?
  • Have they grasped the reporting structure and their place within it?
  • Are they familiar with opening and closing procedures?

Day 1 Success Indicators:

  • Demonstrates understanding of restaurant layout and operational flow
  • Shows comfort level interacting with all department heads
  • Asks relevant questions about systems and procedures
  • Takes initiative in learning critical systems

Day 2: Service Standards and Guest Experience

The second day focuses on developing excellence in service delivery and guest experience management – the core responsibility of any duty manager.

This training day ensures your new duty manager can maintain service standards, handle guest interactions professionally, and create memorable dining experiences.

Service Standards and Protocols

Why it's essential: Consistent service delivery requires clear standards and protocols that the duty manager must uphold and enforce.

Key activities:

ElementInstructionsNotes
Service Manual ReviewWork through your service standards manual with detailed examplesHighlight non-negotiable standards vs. flexible guidelines
Service Sequence TrainingReview the expected guest journey from greeting to farewellPractice timing expectations and service rhythms
Table ManagementTrain on optimal table allocation, turn times, and section managementDemonstrate how to balance server workload during peak times
Quality Control ChecksEstablish routine quality checks for food, beverages, and dining roomCreate checklist for regular service walkthroughs

Guest Experience Management

Handling guest interactions professionally and creating memorable experiences is a critical duty manager skill.

Key activities:

ElementInstructionsNotes
Greeting and Recognition ProtocolsPractice proper greeting techniques and VIP guest recognitionRole-play various guest arrival scenarios
Complaint ResolutionTeach your complaint handling framework and compensation guidelinesPractice difficult guest scenarios with increasing complexity
Special Occasion ManagementReview procedures for birthdays, anniversaries, and celebrationsTrain on upselling special packages and accommodations
Recovery StrategiesDevelop skills for service recovery when mistakes occurEstablish authority limits for comps and adjustments

Pre-Service and Shift Briefings

Effective shift management begins with proper preparation and communication.

Training focus:

  • Conducting engaging and informative pre-shift briefings
  • Communicating daily specials and promotions effectively
  • Preparing staff for anticipated challenges (large bookings, VIPs)
  • Setting performance expectations and energy levels

Day 2 Assessment Questions:

  • Can they articulate your service standards clearly and completely?
  • Do they demonstrate proper complaint handling techniques?
  • Have they mastered the reservation and table management systems?
  • Are they comfortable leading a pre-shift briefing?

Day 2 Success Indicators:

  • Demonstrates confidence in handling guest complaints
  • Shows attention to detail in service standards enforcement
  • Takes initiative in guest interactions during service periods
  • Successfully conducts a pre-shift briefing with minimal guidance

Day 3: Staff Management and Scheduling

The third day focuses on developing people management skills and efficient scheduling techniques – essential responsibilities that directly impact both profitability and team morale.

This training day ensures your new duty manager can lead the team effectively, manage performance issues, and create schedules that balance business needs with staff preferences.

Team Leadership and Performance Management

Why it's essential: The duty manager's effectiveness depends largely on their ability to lead, motivate and manage diverse team members.

Key activities:

ElementInstructionsNotes
Performance Standards ReviewCover expectations for each position and performance metricsProvide examples of excellent vs. substandard performance
Coaching TechniquesTeach effective methods for on-the-spot coaching and feedbackPractice coaching conversations for common scenarios
Progressive DisciplineReview disciplinary procedures from verbal warnings to terminationClarify documentation requirements and HR involvement
Recognition and MotivationEstablish protocols for recognising excellent performanceDiscuss both formal and informal recognition approaches

Staff Scheduling and Labour Management

Effective scheduling balances service quality, labour costs, and staff satisfaction.

Key activities:

ElementInstructionsNotes
Scheduling System TrainingProvide hands-on training with your scheduling softwareDemonstrate schedule creation, publishing, and adjustment
Labour Budget ManagementReview labour targets, forecasting methods, and cost controlsPractice building schedules to meet specific labour percentages
Staff Availability ManagementEstablish procedures for time-off requests and availability changesReview holiday and special event scheduling protocols
Schedule OptimisationTeach skills for balancing experience levels and skillsets across shiftsPractice creating balanced sections and stations

Staff Conflict Resolution

Handling workplace conflicts quickly and effectively prevents escalation and maintains team harmony.

Training focus:

  • Identifying early signs of team conflict
  • Conducting mediation conversations between staff members
  • Addressing unprofessional behaviour promptly
  • Documenting conflicts and resolutions appropriately

Day 3 Assessment Questions:

  • Can they create an effective staff schedule within labour targets?
  • Do they demonstrate appropriate coaching techniques?
  • Have they mastered the progressive discipline procedures?
  • Are they comfortable addressing conflicts between team members?

Day 3 Success Indicators:

  • Creates balanced schedules that meet business needs and labour targets
  • Demonstrates effective coaching techniques during service
  • Shows confidence in addressing performance issues
  • Successfully mediates a simulated staff conflict

Day 4: Financial Management and Compliance

The fourth day focuses on developing financial management skills and ensuring regulatory compliance – responsibilities that directly impact profitability and legal standing.

This training day ensures your new duty manager can handle cash management, understand financial controls, and maintain compliance with health, safety and licensing requirements.

Cash and Financial Management

Why it's essential: Duty managers handle significant cash transactions and must maintain financial controls that protect the business.

Key activities:

ElementInstructionsNotes
Cash Handling ProceduresTrain on till management, float preparation, and banking proceduresPractice safe cash handling and storage techniques
End-of-Day ReconciliationReview procedures for balancing tills, tips, and payment methodsDemonstrate troubleshooting for discrepancies
Financial Report AnalysisTeach interpretation of daily sales reports and key metricsReview how to identify unusual patterns or concerns
Cost Control MeasuresCover portion control, inventory management, and waste reductionEstablish daily check procedures for high-value items

Inventory and Ordering Systems

Maintaining appropriate stock levels balances cash flow with operational needs.

Key activities:

ElementInstructionsNotes
Inventory Management SystemTrain on inventory counting, recording, and valuation proceduresDemonstrate proper documentation and storage practices
Par Level ManagementReview par levels for key items and seasonal adjustmentsPractice calculating order quantities based on usage
Supplier CommunicationEstablish protocols for placing orders and handling deliveriesReview quality control checks for deliveries
Waste TrackingTrain on waste recording and analysis proceduresDiscuss strategies for minimising common waste sources

Regulatory Compliance and Safety

Ensuring compliance with regulations protects the business, staff, and guests.

Training focus:

  • Health and safety requirements and documentation
  • Food safety procedures and temperature controls
  • Alcohol licensing compliance and responsible service
  • Fire safety protocols and emergency procedures

Day 4 Assessment Questions:

  • Can they accurately complete end-of-day financial procedures?
  • Do they understand inventory control systems and ordering procedures?
  • Have they demonstrated knowledge of key compliance requirements?
  • Are they familiar with all required documentation and record-keeping?

Day 4 Success Indicators:

  • Successfully completes end-of-day reconciliation independently
  • Demonstrates proper inventory management techniques
  • Shows understanding of compliance requirements and their importance
  • Takes initiative in maintaining safety standards during service

Day 5: Crisis Management and Leadership Development

The final day focuses on preparing the duty manager for handling unexpected situations while establishing a framework for ongoing professional development.

This training day ensures your new duty manager can respond effectively to emergencies, resolve complex problems, and continue developing their management skills over time.

Emergency and Crisis Management

Why it's essential: Duty managers must respond quickly and appropriately to emergencies to ensure safety and minimise business disruption.

Key activities:

ElementInstructionsNotes
Emergency Procedures ReviewCover protocols for medical emergencies, fire, threats, and disastersPractice evacuation procedures and assembly point management
Crisis CommunicationEstablish communication chains for different emergency scenariosReview media handling protocols and authorised spokespersons
Incident DocumentationTrain on proper incident reporting and documentation requirementsProvide templates for different types of incidents
Systems Failure ResponseReview procedures for POS failures, power outages, and equipment malfunctionsPractice manual ordering and payment procedures

Complex Problem Solving

Developing advanced problem-solving skills prepares managers for unique challenges.

Key activities:

ElementInstructionsNotes
Scenario-Based TrainingPresent complex scenarios requiring multiple solution considerationsEvaluate decision-making process rather than just outcomes
Resource AllocationPractice prioritising limited resources during challenging situationsDiscuss balancing immediate needs with longer-term implications
Stakeholder ManagementIdentify key stakeholders in various scenarios and appropriate communicationRole-play difficult conversations with staff, suppliers, and owners
Decision FrameworkProvide structured approach to ethical and operational decisionsEstablish boundaries for independent decision-making

Professional Development Planning

Creating a framework for ongoing learning ensures continuous improvement.

Training focus:

  • Identifying personal strengths and development areas
  • Setting specific management skill development goals
  • Establishing regular feedback and coaching sessions
  • Creating accountability for professional growth

Day 5 Assessment Questions:

  • Can they confidently handle simulated emergency scenarios?
  • Do they demonstrate sound decision-making in complex situations?
  • Have they identified meaningful professional development goals?
  • Are they ready to assume independent duty management shifts?

Day 5 Success Indicators:

  • Successfully manages simulated crisis scenarios
  • Shows thoughtful problem-solving approach to complex situations
  • Articulates clear professional development objectives
  • Demonstrates readiness for independent management responsibility

Must-Have vs. Nice-to-Have Training Elements

Must-Have Training Elements:

  • Operational Systems Mastery: Complete understanding of POS, reservation, and scheduling systems
  • Service Standards: Thorough knowledge of expected service levels and quality indicators
  • Staff Management: Basic coaching, scheduling, and conflict resolution skills
  • Financial Controls: Cash handling, reconciliation, and basic financial reporting
  • Emergency Procedures: Full comprehension of safety protocols and emergency responses
  • Complaint Handling: Confident resolution of guest issues and service recovery
  • Compliance Knowledge: Understanding of health, safety and licensing requirements

Nice-to-Have Training Elements:

  • Advanced Wine Knowledge: Detailed understanding of wine list and food pairings
  • Supplier Relationship Management: Building effective vendor partnerships
  • Advanced Financial Analysis: Deeper understanding of profit drivers and financial optimisation
  • Marketing Integration: Promoting special events and social media coordination
  • Advanced Scheduling Optimisation: Complex forecasting and advanced labour modelling
  • Multi-language Skills: Greeting and basic service phrases in relevant languages
  • Mentoring Techniques: Developing future leaders within the team

Adapting the Training Plan to Your Restaurant

This five-day plan provides a comprehensive framework, but should be customised to your specific operation:

For Fine Dining Restaurants:

  • Increase focus on wine service, tableside preparations, and VIP protocols
  • Emphasise timing coordination between multiple courses
  • Add training on formal service language and etiquette

For Casual Dining Restaurants:

  • Focus more on volume management and quick table turns
  • Emphasise efficient scheduling for variable business patterns
  • Add training on family-friendly accommodation and large party management

For New Restaurants:

  • Include more training on building systems and procedures
  • Emphasise staff recruitment and training techniques
  • Add focus on marketing and community relationship building

For Established Restaurants:

  • Focus more on maintaining consistency and traditions
  • Emphasise understanding of regular guest preferences
  • Add training on evolving the concept while respecting history

Remember that effective duty manager training extends beyond these five days. Create a 30-60-90 day plan with increasingly independent responsibilities and regular check-ins to ensure continued growth and development. The most successful duty managers continue learning and refining their skills long after the initial onboarding period.