New Staff Onboarding SOP
A step-by-step onboarding process for new hires in a hospitality establishment. From offer acceptance through the first 30-day probation checkpoint.
Purpose
This SOP sets the standard for onboarding every new hire. A structured onboarding process reduces early turnover, sets expectations clearly, and ensures every team member starts with the same foundation, regardless of which manager is running the shift.
Before Day One
Manager responsibilities:
- Employment paperwork ready to sign (offer letter, contract, bank details form)
- Uniform ordered or available in the correct size
- Staff contact list shared with the new hire
- A buddy assigned for the first week
- Locker or storage space allocated if applicable
- Day-one schedule and start time confirmed with the new hire
Day One
First two hours:
- Welcome the new hire and introduce them to the full team, by name and role
- Complete all employment paperwork
- Walk through the physical space: kitchen, FOH, back office, staff area, emergency exits, and assembly point
- Explain the schedule: shift times, break policy, clocking in/out process, holiday procedure
- Share house rules: phone policy, uniform standards, punctuality expectations
- Hand over the Employee Reference Guide if one exists
Remainder of day one:
- New hire shadows a senior team member for the full shift, no independent responsibilities
- End-of-day check-in with manager: How was it? Any questions? Anything feel unclear?
Week One
Daily shadowing protocol:
- New hire works alongside their buddy for the first three shifts
- From shift four onward, new hire begins handling their own section or station under supervision
- Manager or buddy checks in briefly at the start and end of every shift
Topics to cover across week one:
- Menu knowledge: dishes, ingredients, allergens
- Service sequence and table management (FOH)
- Kitchen workflow and prep standards (kitchen staff)
- POS operation and order taking
- Wastage and hygiene procedures
- Emergency and evacuation procedures
End of Week One
- Manager holds a 15-minute check-in with the new hire.
- Topics: Settling in? Knowledge gaps? Anything not yet covered?
- Record the conversation in the staff file.
End of Month One. Probation Checkpoint
- Formal sit-down between manager and team member (30 minutes).
- Review: punctuality, consistency, feedback from colleagues, feedback from guests (if applicable).
- Set 2–3 clear goals for the next 60 days.
- Both parties sign the checkpoint form.
If performance is on track: confirm continuation. If there are concerns: issue a support plan with a 30-day review date.
Buddy Responsibilities
The assigned buddy is responsible for:
- Answering day-to-day questions during shifts
- Showing the new hire where everything is
- Flagging to the manager if the new hire seems lost or struggling
The buddy is not responsible for formal evaluation, discipline, or managing the new hire’s schedule.
Records to Keep
Every new hire file must contain:
- Signed offer letter and employment contract
- ID and bank details copies (stored securely)
- Training completion records
- Week-one check-in notes
- Signed probation checkpoint form
All records should be stored securely by the manager or the owner. Do not store personal documents in shared or accessible locations.