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Community Manager Operations Manual Builder for Restaurants
The owner asked this:«We're Sazon de Origen, contemporary Colombian cooking in Medellín: two locations, 24 people and a 48.000 COP average check. The woman who ran Instagram and WhatsApp quit on Friday and everything left with her: nobody knows the password to the account's email, where the photos are, or what to answer when someone complains about a delivery that arrived cold. Someone new starts Monday, and I'm fighting to take operating margin from 8% to 14% without touching menu prices: I need them to operate without calling me every 20 minutes.»
① The manual's index (6 chapters, 9 pages)
| # | Chapter | What it settles | Owner | Last review |
|---|---|---|---|---|
| 1 | Access and custody | Who holds which account and how it's granted or pulled | Laureles manager | Aug 19, 2026 |
| 2 | The voice of Sazon de Origen | How the house speaks —warm, unpretentious— and which words are out | Owner | Aug 19, 2026 |
| 3 | Approval and deadlines | What goes out alone and what waits for sign-off | Owner | Aug 19, 2026 |
| 4 | Material and archive | Where the photos of the house Bandeja, the three-meat Sancocho and the garlic Trout live, and how a file is named | Envigado manager | Aug 19, 2026 |
| 5 | Complaints and escalation | The delivery that arrived cold, the Sunday line, and who gets called | Delivery lead | Aug 19, 2026 |
| 6 | What never gets posted | The short list, no exceptions | Owner | Aug 19, 2026 |
Every chapter fits on one page and opens with the same line: «If you just arrived, read this first». Figures are illustrative: the manual closes once both managers confirm the six accesses across the two locations.
② Chapter 1 in full — Access and custody
| Account or channel | Who custodies it | How it's requested | How it's revoked |
|---|---|---|---|
| Instagram @sazondeorigen | Laureles manager | Invite from the account panel, with the incoming person's email | Access pulled from the same panel on their last day |
| WhatsApp Business (delivery line) | Delivery lead | The number is added as a linked device | That device's session is closed within 24 hours |
| Account email | The owner, and only the owner | Not shared: the owner runs whatever step is needed | Not applicable, it never leaves their hands |
| Google listings for both locations | Envigado manager | Email invite as administrator | Removed from each listing, same day |
| Delivery platform panel | Delivery lead | Their own user with their own email, never the owner's | The user is deactivated; the owner's password is untouched |
| Photo bank | Laureles manager | Shared cloud folder, edit permission | Permission revoked, the folder is not deleted |
The rule holding the chapter up: no password gets written here, and none travels through the team chat. A password that passed through a WhatsApp group has already left the business, and no resignation brings it back. When someone leaves, the chapter runs within the same shift: six rows, six revocations, 20 minutes.
The full example has 1 more part(s): you see them inside the library, with your account.