Supervisors/captains = middle category of org chart. Fill about 15% of total staff. Definition: “Getting work done through people.” Responsible for quality performance of subordinates. Has right to recommend employment, promotion, demotion, discharge. Ensures work completed in time per company policy. Bridge between top management and floor staff.

Food Cost: Cost of ingredients for dishes meant for sale. Formula: (Opening Stock + Purchases during month) − (Staff meals + Complimentary dishes + Closing Stock). Industry standard = 30–35% of total cost.
Labour Cost: All expenses for employee welfare — salary, wages, staff meals, accommodation, transport, medical, training. Industry standard = 20–25% of total cost.
Overhead Cost: Everything else — water, gas, electricity, telephone, postage, rent, interest, depreciation. Industry standard = 20–25% of total cost.
Total Cost = Food Cost + Labour Cost + Overhead Cost

SOP = set of written instructions documenting a repetitive activity. Integral part of quality system. Provides information to perform a job properly even for limited-experience staff. Rules for writing SOPs: concise, step-by-step, easy-to-read format · sufficient detail for unsupervised work · made available for reference · revised periodically · use job titles not names · start each step with an action word (lift, pour, etc.) · use graphics and visuals.

Technical/Hard Skills: Special knowledge, talents and expertise. Certificates/degrees, cookery knowledge, cocktail knowledge, front office operations. Acquired through practice and learning.
Soft/Interpersonal Skills: Inherited character traits that shape personality. Politeness, courtesy, empathy, active listening, good table manners, effective communication, flexibility, teamwork, patience, time management, persuasiveness. More difficult to change/learn than hard skills.
Good supervisor: technical knowledge + soft skills + problem-solving + conflict management.