Member Recruitment and Management

Shared kitchens are complex and dynamic operations to manage. Recruiting new members requires individualized attention. Each business type, revenue stream, and service has unique needs. Each kitchen member has a different cultural background, expectations, and level of food service knowledge. Additionally, each business has an ever-changing schedule. And everyone needs to get along. Establishing good policies and management systems can help your operation run smoothly, even when something new happens every day.

You want to establish clear roles and responsibilities among staff and standard operating procedures to guide the day-to-day management. Developing clear policies and implementing a thorough onboarding process will educate members about your expectations and help avoid conflicts. Utilizing tools to track your scheduling and billing will streamline your processes and help you establish sound financial management practices. Taking an active role in managing the kitchen and being invested in the success of your members will build a culture of respect for your kitchen and community of members.

This chapter outlines key management practices that will help your kitchen thrive, including:

• Recruiting and onboarding new members
• Member agreements and policies
• Managing schedules and communication

Mapping the Prospect’s Journey

It’s important to manage your member prospects in an organized way to improve your chances of signing them up for the kitchen. Writing names on sticky notes that get lost or failing to follow up with emails or phone calls after tours can happen when you’re busy, but it results in missed opportunities to gain new members and gather valuable feedback about how well your kitchen meets their needs. Start by mapping each step of the prospect’s journey from search to sign up. This helps you identify how to streamline the process, create a positive experience that encourages them to join and ensure the ball doesn’t get dropped. Consider the following as you map your process:

• How will entrepreneurs find you when they search for a kitchen?
• What information will they be looking for online to help them decide whether to inquire further (kitchen profile, membership terms, reviews, etc.)?
• What communication channels will they use to inquire (contact form, application, phone, direct message on social media)?
• What system(s) will you use to track prospects from inquiry to sign-up?
• Will you pre-screen prospects before signing them up for a tour?
• What will they want to know about the kitchen during the tour? What impression do you want to leave them with?
• How will you keep in touch with them after the tour? When and how often will you follow up?
• What incentives, if any, will you offer them to join?
• What paperwork and payments will be required to sign up and begin using the kitchen?
• What orientation and training will they need to complete before booking their first time in the kitchen?
• What key performance indicators (KPIs) will you track to determine the success of your recruitment efforts and the competitiveness of your kitchen’s offerings?

Developing a process map on paper or using free software can help you chart each decision juncture and define what follow-up action to take. This prompts you to think about how to enhance the experience for prospects to encourage them to join. It also helps you identify opportunities to leverage technology (such as online scheduling tools, automated follow-up emails, and online applications) to make your process more efficient. Furthermore, a process map or outline creates a road map your kitchen staff can follow to improve customer service.

The journey from a prospective member’s initial inquiry to their first booking can take anywhere from a few weeks to several months, depending on their readiness and your process. Using software like The Food Corridor can streamline and automate this process, making it easier for both you and the new member to follow steps and track progress. This efficiency helps move potential members through onboarding faster, quickly turning prospects into paying members. Maintaining a well-organized member management system is essential for keeping your pipeline of new members full. Given the high turnover rates in shared kitchens, this is critical to ensuring a steady flow of revenue.

Reaching out to prospective members through your outreach, market research, marketing, and networking activities is especially important when preparing to open your kitchen, but it should be an ongoing investment. Cultivating a pipeline of quality leads is vital since the shared kitchen industry has a high turnover rate. New kitchens should start early with their marketing and recruitment efforts. Reaching full capacity can take months or even years, so it’s important to be realistic and have enough working capital to cover expenses until you reach full utilization. Aim to cultivate an interest or waiting list before you open so you can start bringing in revenue.

Depending on your market and the stage of businesses you attract, a small fraction of prospects who inquire are likely to sign up to rent the kitchen. Some will choose other kitchens or will not move forward with their entrepreneurial ambitions. You will want to budget adequate time and staff resources to field inquiries, give tours, and onboard members to account for this. Other prospects will take months or even years to become ready to rent. As discussed in the Market Research chapter, providing one-on-one support for business formation and licensing can help attract more members and prepare them to rent. This may require more staff time and lead to the development of additional support services, so plan accordingly. Review the Business Incubation Programs chapter for more information about designing entrepreneurial support services.

With your marketing and recruitment efforts in full swing, food businesses will start reaching out—whether through direct contact or platforms like The Kitchen Door—inquiring about tours and available hours. Regardless of a prospective member’s skill level or previous experience in a shared kitchen, guiding them through a thorough recruitment and onboarding process is crucial when they join your kitchen. This process includes screening, commitment, and education activities that encourage members to sign up and establish a solid foundation for a successful working relationship.

Your recruitment and onboarding process is a chance to set your kitchen apart. By being organized, providing clear instructions, and responding promptly, you can demonstrate the professionalism of your operation and clearly communicate your expectations. A well-structured process will make the rental experience smoother and set clear guidelines about behavior, kitchen use, and policies.

Here’s a chart outlining the prospect’s journey through recruitment, onboarding, and renting at a shared kitchen:

 

Recruitment

Shared kitchens vary in how they approach the recruitment process, with each choosing a method that best aligns with their brand, staffing levels, demand, and rental criteria. Some kitchens opt for regular open houses or offer tours on-demand, making exploring the facility easy for potential members. Others might screen applicants through intake forms or phone calls before extending an invitation to visit.

The process you design will reflect your specific goals and operational needs. If your kitchen aims to quickly sign up members or attract community events and special uses, an open-door or on-demand intake process may be the most effective way to advance your recruitment objectives. Conversely, kitchens with more selective criteria—whether due to a specific mission, grant requirements, or a focus on businesses at a particular stage—may benefit from pre-screening prospective members to ensure they align with the facility’s standards. Some incubator kitchens, particularly those with competitive programs, even limit application periods to just a few times per year.

Kitchen Tour

A tour of your facility provides an important opportunity to see if the prospect and your facility are a good fit. The member will want to know if you have the space, storage, equipment, availability, procedures, services, mission, and culture that align with their needs. The tour often functions as an informal interview for both of you. From the kitchen’s perspective, this is a good chance to answer key questions such as:

• What stage of business are they in and what are their business goals?
• Do they meet our acceptance criteria and rental requirements?
• Do they align with our kitchen’s mission and goals?
• Will they treat the kitchen and other members with respect?
• What is their production process and is their food product a good fit?
• Does the kitchen have the space, equipment, and availability they need?
• Do they need services or outside referrals to meet their goals?

Scheduling tours can be time-consuming or disruptive to kitchen operations, so many shared kitchens elect to schedule tours during specific times or days of the week.

Acceptance Criteria

Before signing up members, you should finalize your criteria for the types of entrepreneurs or businesses you will serve. Your acceptance criteria may include general requirements on the types of businesses you accept and mission-related criteria, such as entrepreneur socioeconomic factors. The criteria will be unique to your business model and depend on your goals, target business types, and the demand for your kitchen space. You want to balance the need for revenue with maintaining high-quality membership, so new members align with your kitchen’s culture and contribute to a positive kitchen reputation.

Setting your acceptance criteria from the outset will make your acceptance decisions more intentional and efficient. It will also inform your marketing and recruitment strategies. Transparent criteria will help prospective members recognize if your kitchen will be the right fit for them, saving you time. Writing it down will help you apply it consistently and discourage you from straying from your mission or lowering your standards too much when you are under pressure to fill the kitchen.

If leasing is slow, you may be eager to sign up anyone willing to pay to cover expenses. You want to balance the need for revenue with maintaining high-quality members who align with your kitchen’s culture and contribute to creating a positive kitchen reputation. A member who does not abide by kitchen rules can create a negative experience for other members. Your kitchen’s reputation will become closely tied to its member businesses, so you want to be sure you select members who are a good match.

Common member acceptance criteria factors to consider:

• Stage of business. Will you only accept businesses that have secured their legal documents and have sales, or will you accept members who are in earlier stages?
• Products. Will you accept members who make only certain types of products? Are there products that are excluded?
• Food trucks. Can food trucks be accommodated at your site, and are there special rules for parking and plug-ins? Are they able to provide proof of both business and automobile insurance?
• Insurance requirements. How much liability coverage will the member be required to have? It is a good practice for shared kitchens to require members to carry a minimum amount of liability insurance for their business and to name the kitchen as an additional insured. Example: Damage to premises rented limits are at least $300,000. Check out the Contracts, Risk Management, and Insurance chapter for more information about insurance coverage.
• Credit and/or references. Will you require members to meet certain credit standards or have positive previous rental references?

If you are considering including mission-based demographic factors as part of your criteria, pricing, or service design, consult a lawyer to ensure you are abiding by national and state anti-discrimination laws. Programs targeting specific demographic groups (including those who have historically faced discrimination) are under increasing scrutiny and have been subject to discrimination lawsuits.

Onboarding

Application or Intake Form

Some kitchens prefer to gather the initial screening information through an intake or application form completed before or sometimes after the tour. This can be a written application or an online form to ensure prospective members meet your requirements and would be a good fit for your kitchen. If you are leveraging The Kitchen Door for leads, the interest form includes screening questions like business stage, business type, hours needed per month, preferred days and times, and monthly budget. There is also an intake form available from The Kitchen Door.

Some kitchens may also wish to check references and run background and/or credit checks. Given the effort involved in processing new applications, some kitchens choose to collect an application fee or require a deposit before officially signing up new members. This approach helps manage the workload and ensures that prospective members are committed to joining the kitchen.

Rate Sheet and Fee Schedule

Developing a written fee schedule will provide clarity to onboarding members and reduce billing errors. All your member and market research, business model development, and financial planning efforts provide the foundation for creating your final fee schedule for launch. It is a good idea to have plan options for different rental types and member needs, as discussed in the Pricing Models chapter. Your schedule of fees should cover standard, monthly fees; one-time fees for additional services, violations, and cancellations; and basic hourly or plan rates for kitchen time. For each, you will want to include the cost, what it does and does not cover, and when payment is due. See the Pricing Models chapter for additional guidance and examples.

Be sure to include any of the following that apply:

Rental Rates:

• Hourly rate by space and what that includes
• Off-peak hourly rate (if you want to offer a lower rate from 10 p.m. to 5 a.m., for example)
• Custom rates
• Monthly plan rates and what they include
• Activity-specific rates (packaging, preparation, dishwashing, bottling)
• Dry storage rate per unit
• Cold storage rate per unit
• Freezer storage rate per unit

Fees:

• Standard fees (cleaning, parking, utility surcharges, key fees, etc.)
• One-time infraction fees (breach of policy, cancellation, no-show)
• Health department violation fees (1st, 2nd, 3rd offense)
• Failure to secure or lock the facility
• Failure to clock in/out
• Cleaning violation
• Storage violation

Include your fee schedule in your policies and procedures, along with your billing policies. It is good practice to date these documents because they will need to be updated periodically.

Requesting Documents

Completing the intake process usually involves collecting member compliance documents, a security deposit, and signing the user agreement (also known as an operating, rental, membership, or services agreement). The basic documents required by most shared kitchens are:

• Application or intake form
• Proof of identification (e.g., copy of driver’s license)
• Business License
• Food handler or manager certification (e.g., ServSafe)
• Food license or permit for production (usually issued after inspection)
• Proof of food business liability insurance (with kitchen named as additional insured)
• Acknowledgment of policies and procedures
• Rental or membership contract

Additional Documentation

Some kitchens also require members to have a food safety or Hazard Analysis and Critical Control Points (HACCP) plan to support the safe production of their product. HACCP is a science-based system that businesses use to monitor and control food safety hazards in the production process. Kitchens can help members with an HACCP plan and standard operating procedures by providing templates with standard language about the facility and space for each member to personalize. FEED Kitchens in Madison, WI offers standard operating procedure templates on its website for new and existing businesses. The Regulatory Compliance chapter provides additional information about food safety planning.

Shared kitchens or incubators may also request a copy of the business plan, financial statements/ projections, tax returns, resumes, or other business-related documents to assess the readiness of the business and their need for services. Kitchens or incubators serving businesses at the pre-incubation or incorporation phase may choose not to require these documents at acceptance. They may opt to assist members with formalizing their businesses and obtaining licenses, or they may only require initial documents, such as a food handler permit or a cottage food safety course (often offered through county or university extension offices) at the time of application.

Member Agreements and Policies

Effective member management is built on clear and comprehensive membership agreements and policies. Membership agreements and contracts should outline the key components, including terms, conditions, and member responsibilities. These agreements serve as a foundation for the relationship between the kitchen and its members, setting clear expectations and guidelines. They should detail membership duration, payment terms, usage rights, and any specific obligations members must fulfill.

A well-defined code of conduct and kitchen rules is essential to ensure a harmonious and productive environment. These rules should describe the expected behavior of members, emphasizing respect for the shared space and fellow kitchen users. They should address common areas of concern, such as cleanliness, noise levels, equipment usage, and conflict resolution. Clearly articulating these rules will help foster a cooperative and respectful culture within the kitchen.

Compliance with health and safety regulations is paramount in a shared kitchen environment. Members must adhere to stringent health and safety standards to ensure the well-being of everyone using the facility. This includes food safety practices, personal hygiene requirements, and adherence to local, state, and federal health regulations. Clearly outlining these standards in the membership agreement and providing ongoing training can help maintain a safe and compliant kitchen environment. Clear written policies empower you to take action to address violations through warnings, training, fines, and termination of membership, if necessary. By establishing robust member agreements and policies, you create structure and predictability that supports the success of all members.

Rental Agreements

The rental documents you will need to begin signing up kitchen members include your rental agreement, service agreements (if applicable), special event rental agreements, fee schedules, and acceptance criteria. These agreements will lay the foundation for your operation and are discussed in more detail in the Contracts, Risk Management, and Insurance chapter. The agreement(s) can have different names depending on your rental terms, services, and applicable laws. It may be called a rental agreement, operating agreement, services agreement, user agreement, or membership agreement. We suggest you consult with a business attorney when developing your rental agreements to ensure they are tailored to your business model and comply with state and local laws.

In some cases, you may have more than one agreement, such as if you have separate rental terms for incubator participants, general business members, and hobby users. If you are operating an incubator kitchen, you will likely have additional terms regarding participation in services, disclosure of business information, and graduation.

At a basic level, the rental agreement generally covers the rental terms such as the rental period, rates and additional fees, what is included in the rental, payment terms, the security deposit, cancellation, and termination policies. It may also include confidentiality and data collection policies, or other attachments. Additionally, the agreement may also include policies regarding equipment use, sanitation, and security, if these are not addressed in separate signed policies and procedures manuals.

Document Management

It’s important to create a filing and tracking system for member documents to make sure you keep up on annual renewals of licenses and insurance. A lapse in member insurance could put the kitchen at risk. Monitoring compliance documentation on behalf of your members is the responsibility of the kitchen manager. Tools like The Food Corridor allow you to upload these documents directly to the member’s account along with their expiration dates, so you will be notified when important documents are near expiring. Without automated tools, you will want to set up calendar reminders for when member documents will expire or organize them in a spreadsheet or project management software for daily or weekly monitoring.

Orientation and Training

Once the intake process is complete, providing a comprehensive orientation and kitchen walk-through to the new member is a good idea. This is a good time to review your kitchen’s policies and procedures, discuss cleaning standards, set expectations for proper use of equipment, cleaning supplies, food storage, and waste management, and discuss kitchen culture and communication. Subsequent training may be needed, depending on how complex your kitchen’s operating procedures are.

If you frequently deviate from your policies, treat certain members differently, or fail to promptly enforce policies, it sends a message that the rules can be ignored. Consider how you will monitor and enforce your policies while writing them, and plan for any fees or consequences for violations. This approach ensures consistency and fairness, which are key to maintaining a respectful and cooperative environment in your kitchen.

If you’re looking to develop your own manual, you can purchase templates, such as the Shared Kitchen Operations Manual from The Food Corridor, or collaborate with other shared kitchens willing to share their policies. Whether you start from scratch or adapt an existing template, it’s important to dedicate time and resources to developing a comprehensive manual for your kitchen.

Here are some suggested topics to cover in your manual:

Some of the most important policies are discussed below, but you will need to tailor your manual to fit your kitchen’s needs.

About Your Kitchen

It is a good idea to start with your kitchen’s why, what, and how, to give context and purpose to your policies and procedures. This lets the member know you have rules for a reason and you care about your operation, as should the member. Include:

• Why (mission and purpose)
• Values (your organization’s values and those you wish to cultivate in the kitchen)
• Who (description of your kitchen and organizational model/leadership)
• What (features of kitchen and services)

You can also use this section to illustrate your high standards and your kitchen’s culture. This may include a statement about being respectful and considerate of the equipment, kitchen space, kitchen property, and other members in the kitchen. You may also wish to highlight the products that you allow or do not allow in your kitchen (e.g., only gluten-free ingredients and products, only food for human consumption, etc.).

Division of Responsibilities

Setting clear expectations is the key to any relationship and this is no different in your kitchen. Below is an example of how to outline the division of responsibilities between the kitchen and the member in your policies and procedures manual. Each kitchen will be different, but this list should help you factor in the many considerations.

The kitchen (in conjunction with the building owner, if applicable) will provide the following services to the member:

• Cleaning, janitorial, and pest control service, outside of routine kitchen maintenance as required by the member
• Cleaning supplies, garbage bags, mops and brooms
• Necessary repairs, replacements, and required maintenance to the building and systems (power, electrical, HVAC, etc.)
• Basic utilities in common areas and kitchen
• Solid waste disposal
• Grease interceptor pumping
• Exterior maintenance, including lighting
• Snow removal, if applicable
• Member’s orientation session/tour

All kitchen members are responsible for:

• Successfully completing the kitchen tour and orientation
• Cleaning kitchen equipment and the facility thoroughly after each use
• Allowing kitchen staff access to production areas for maintenance and cleaning
• Ensuring compliance with all local, state, and federal laws and/or regulations
• Paying rent and other fees in a timely manner according to the kitchen policy
• Following all kitchen rental agreement terms
• Obliging by requirements in the kitchen’s member’s handbook or policy manual
• Being willing to work cooperatively and respectfully in a time-share environment

Insurance and Licensing Requirements

To ensure compliance and protect the shared kitchen environment, your policy and procedures manual should clearly outline the insurance and licensing requirements for all members. Members must provide proof of insurance at each renewal period, as detailed in the Contracts, Risk Management, and Insurance chapter.

Additionally, members are required to obtain and maintain the proper licenses and permits for any products sold, with proof of licensing provided to the kitchen at each renewal period. The manual should specify consequences for producing food without a proper license, such as termination of membership and potential reporting to the licensing agency. By enforcing these requirements, you help maintain a safe, legal, and orderly kitchen operation.

Billing

Your billing policies should clearly specify whether payment is due as a pre-payment for the month or in arrears (at the end of the month) and on which date payments will be charged. If billing dates are impacted by holidays, communicate this clearly. For members who pay for kitchen time as they go, explain when payment is due—whether in advance or on the same day as usage—and how they will be billed. While pre-payment for monthly plans is recommended to maintain healthy cash flow, choose the best approach for your kitchen and its members. Review the Pricing Models chapter for additional discussion of billing practices.

It’s also important to outline the accepted payment methods (e.g., checks, cash, credit card, automatic clearing house) and how members can submit payments. If you use The Food Corridor, members are automatically billed on your kitchen’s billing date. If you use a different system, provide clear instructions for making payments, including whether checks or cash should be mailed or dropped off, and when a payment is considered late.

Your policy manual should also detail how delinquent accounts will be handled, including any late fees and collection procedures. Include a policy on how disputes and refunds will be handled. These policies may also be included in your rental agreement. Be sure to note if taxes or other fees will be added and what that fee structure is. If you are charging a deposit, that should be listed along with your policy for returning it when a member leaves the kitchen. Finally, be sure to provide itemized invoices and/or statements to your members when billing them. This helps members track their revenues and expenses, which is crucial for their own business management.

Scheduling and Booking

Your scheduling and booking policies should clearly outline how much time a member can book in your kitchen per week or month, whether you allow one-time or recurring bookings, how far in advance bookings can be made, and the minimum reservation time required (both per booking and per month). These guidelines should align with the membership plan the member has selected. If there are specific days or times when bookings are not allowed, this should be noted in your policies and procedures, along with the understanding that booking availability may change. It’s also beneficial to include how maintenance, special events, or other factors might impact bookings.

Be sure to provide clear instructions on how members should book their time in the kitchen. If you have an online calendar where members can create and manage their own bookings, explain how it works. If bookings are managed via email, outline the process and expected response time. Specify whether you will personally approve or decline all booking requests—or if certain members’ bookings will be automatically approved. Tools like The Food Corridor offer customizable booking settings at the individual member level, allowing for different levels of oversight depending on the member’s billing plan and status. Make sure to detail these policies in your policies and procedures manual, especially if they differ by member status.

Enforcement of booking policies is crucial to maintaining fairness and order in your kitchen. Be clear that altering another member’s booking, shortening times, or removing past bookings without proper authorization is strictly prohibited. Such actions undermine the trust and functionality of your scheduling system. Outline the consequences for these violations, which may include warnings, fines, or suspension of booking privileges. Monitoring tools should be in place to detect any unauthorized changes, and immediate corrective action should be taken when violations occur.

Cancellations

When managing cancellations of committed kitchen time, it’s crucial to recognize that renting kitchen space is a service, and last-minute cancellations can significantly disrupt your operations. If a member cancels at the last minute, finding a replacement for that time slot is often challenging, which can negatively impact your revenue and profit margins. It’s advisable to enforce a strong cancellation policy that discourages last-minute changes to mitigate these risks.

When developing your policy, consider how far in advance a member should be allowed to cancel their booking without penalty. Common timeframes range from 12 to 72 hours before the booking start time. Additionally, decide on the cancellation fee structure. For example, you might apply a fee based on a percentage of the booking cost, such as a 50% fee on a $100 booking, where the member is refunded $50 and the kitchen retains $50.

It’s also important to establish a no-show policy. If a member fails to show up without canceling, you might opt to charge 100% of the booking fee, ensuring that the kitchen isn’t at a total loss for that reserved time. Implementing automatic cancellation policy enforcement through a software platform like The Food Corridor can help ensure the policy is consistently applied across all members, leading to fewer cancellations and greater respect for the shared calendar.

Arrival and Closing

Arrival and closing policies are important to detail for security, kitchen flow, and accountability. You will want to have visible checklists for these procedures, so items do not get missed. Checklists can be posted on the wall for members to view, or they can be laminated for members to check off when they have completed the item. You may also consider having a place for members to let you know when cleaning supplies are running low, such as on the paper or digital sign-in/sign-out.

Access and arrival procedures:

• Keys or keypad
• Alarm system Paper or digital sign-in
• Proper clothing and shoes
• Cleaning requirements, such as washing hands, sweeping and mopping floors, and wiping down equipment and tables

Leaving and closing procedures:

• Cleaning requirements, such as sweeping and mopping floors, wiping down equipment and tables, disposing of and taking out waste (trash, recycling, compost), and taking home laundry
• Restock needed items
• Label food products before storing
• Close walk-in coolers and freezer doors
• Turn off equipment, pilot lights, lights, lock doors
• Alarm system
• Paper or digital sign-out

Equipment Use and Care

It is best not to assume that members are familiar with the proper use and cleaning of commercial kitchen equipment. Many food entrepreneurs have not worked in restaurants or manufacturing facilities and may not be aware of how to safely operate commercial equipment such as stoves, fryers, kettles, mixers, and ventilation hoods. A training session is recommended as part of the onboarding process. Additionally, consider visual tools such as photos and videos that members can refer back to for review. Key information, particularly warnings and cleaning methods, should also be included in the policy and procedure manual to reinforce the information and prevent problems. Written instructions can also provide proof that the member was informed, which can be helpful when the policy needs to be enforced or reimbursement is needed for damage from improper use.

Cleaning and Sanitation

Maintaining cleanliness in a shared kitchen is not just important—it’s mandatory. Cleanliness is one of the hardest aspects to manage in such environments. Establishing a culture of cleanliness from the start will save you time, money, and heartache in the long run. A comprehensive cleaning and sanitation policy is vital to ensure the kitchen remains safe, efficient, and welcoming for all users.

This policy should clearly outline both the rules and the detailed procedures for maintaining cleanliness. Each rule should be accompanied by an explanation of its purpose, such as ensuring food safety, to help members understand and comply. It’s also crucial to define the consequences for failing to adhere to these policies, which may include fees or even termination of membership.

Key aspects your cleaning and sanitation policy should address include:

• What to clean
• When to clean it
• Which cleaning supplies to use
• Where cleaning supplies are located and how they should be stored
• Proper amounts of cleaning products to use
• Procedures for waste disposal, including trash, recycling, compost, food waste, grease, and cardboard
• How and when to restock disposable products
• Proper food storage and labeling practices

Building a strong culture of cleanliness from the outset is key. This involves establishing protocols for hand washing, ware washing, sanitation, reducing cross-contamination, and proper storage. Cleaning should be a shared responsibility, and providing “checkout lists” can help clearly communicate expectations. Consistently enforcing rules with citations or fees for infractions will minimize non-compliance and encourage proper behavior.

Given that members have varying standards of cleanliness and different levels of experience, hands-on training is essential. This training should include demonstrations of proper cleaning techniques, such as correct hand washing, mixing, and testing sanitizing solutions, and using cleaning products appropriately. After training, it’s a good idea to have members demonstrate their understanding by performing tasks like hand washing or testing sanitizing solutions with test strips.

Daily cleaning efforts should be complemented by regular deep cleaning to ensure that common areas, equipment, and facilities like hoods and bathrooms are thoroughly maintained. This can be handled in house, by hiring a cleaning service, or by organizing community deep-clean events. Some kitchens also offer daily cleaning or dishwashing services as an added convenience, ensuring that areas are sanitized between members.

Make sure your policy includes clear instructions on the proper use and storage of cleaning supplies, as well as guidelines on food handling and storage. Inform members which cleaning supplies are provided by the kitchen (e.g., bleach solution, paper towels) and which they need to supply themselves (e.g., dishcloths). Setting these expectations in your policies and procedures will promote accountability and ensure everyone contributes to a clean and safe kitchen environment.

 

Personal Hygiene and Illness

Maintaining strict hygiene standards in a shared kitchen is essential for the safety and well-being of all members. Clear hygiene policies help prevent contamination and ensure a clean, safe environment for everyone working in the kitchen. Below are the key hygiene practices and illness guidelines that should be upheld by all members and their teams:

Outside food and beverages. Must be carefully managed to prevent contamination. Open food or drinks should be stored in personal storage units, break rooms, or under tables. Smoking is prohibited in or around the kitchen, typically within 100 feet of the facility.
Proper attire. Members should wear:

• Closed-toe, non-slip shoes
• Hairnets
• Gloves
• Aprons
• Clean clothing free of pet hair
• Additionally, loose jewelry, rings, fragrances, and perfumes should be avoided to prevent contamination.

Handwashing. Regular handwashing is critical. Members must wash their hands frequently, especially:

• After using the restroom
• After touching their face, sneezing, or eating
• After handling garbage
• The proper use of disposable gloves during food preparation is also required to maintain food safety and prevent contamination.

Illness policy. Any individual showing symptoms of illness, particularly those related to foodborne or contagious diseases, should be excluded from kitchen activities until they are symptom-free for a specified period. Individuals with open wounds are also prohibited from working in the kitchen to maintain a hygienic and safe environment.
Children in the kitchen. If children are allowed in the facility, strict guidelines must be followed regarding the areas they can access and whether they are permitted to work, in compliance with federal and state labor and occupational safety laws.

These hygiene practices and illness policies are vital for ensuring a clean, safe, and efficient working environment in your shared kitchen.

Allergen Control

Preventing allergen cross-contamination is crucial for food safety and requires special attention in shared production settings where members are working concurrently in the same space. A lapse in safe allergen handling can harm customers, affect other kitchen users, and result in recalls. Preventive controls to avoid contamination should be outlined in the policy manual and reinforced during onboarding. Measures may include adequate separation (time or space) of uses that involve allergens, sealed storage, labeling of allergens in shared storage areas, and strict wet cleaning procedures. See the Facility Management chapter for additional food safety planning guidance.

Storage

Proper storage of food ingredients ensures food safety for all members and helps avoid conflict in the kitchen. Policies to highlight include how foods should be stored (sealed, labeled, designated shelf, cross-contamination prevention); removing old food; secured storage options if available; responsibilities for preventing and cleaning up spills; consequences for use of others’ ingredients; not propping cooler doors open; and reporting storage violations and concerns. Notification of deep cleaning schedules that may impact storage availability can also be helpful to include.

Conduct daily inspections to check for non-compliance, spoilage, and proper labeling, ensuring all food is properly labeled with the member’s name and date of preparation. Clearly define and label equipment/ supplies that are shared use versus member-owned to avoid any confusion and ensure members understand the rules.

Allergen control is crucial. Separate allergens in dry storage and educate members on the importance of proper labeling and avoiding cross-contact. Enforce these rules with penalties for non-compliance, maintain a log of infractions, and follow up with members as necessary. By adhering to these guidelines, you can maintain a safe, clean, and efficient environment for all members and help protect consumers.

Smallware and Equipment Reservations

With several members using shared kitchen equipment, policies and procedures around reservable equipment are important for proper use of the equipment, cleanliness, and upkeep of the equipment. Reservations ensure that multiple members are not expecting to use the same piece of equipment simultaneously (such as the one Hobart mixer in your kitchen). Much like a booking system for kitchen time, an equipment reservation system can keep this in line.

In your policy, note which equipment or items in the kitchen are available for shared use without reservation (small wares like utensils, oven mitts, sheet pans, etc.), which equipment requires reservation (mixers, tilt skillet, etc.), and which equipment is off-limits for shared use. This will reduce confusion for members and provide a process for the limited and important equipment that requires reservation. For each type of reservable equipment, outline the hourly cost (if applicable), cleaning instructions (if not included in your cleaning policies), the number of units available for reservation, how a member can reserve it, and how a reservation can be canceled. Be sure to describe the process and penalty if the equipment is found dirty, misplaced, or damaged after use. This could be a fee or a full replacement of the equipment, depending on the damage and issue.

Members may also need to rent special equipment that is not typically offered for use in your kitchen. You may consider requiring a separate deposit and providing specific training for this equipment. You can outline in your policies and procedures which equipment qualifies as “special” and what fee will be charged.

Waste Management

Your sanitation policies should include clear instructions about where to dispose of the various kinds of waste. Renters need to be clear about how to manage their garbage, boxes, food waste, grease, recycling, and any hazardous materials. If your kitchen lacks garbage disposals in the sinks, be sure to communicate that as well. This will help keep your facility clean and prevent unnecessary fees for improperly disposed or overflow waste.

Parking, Loading, and Deliveries

Effective management of parking, loading, and deliveries is crucial for maintaining smooth operations in shared kitchens. Clear policies should be in place to prevent entrances and neighboring streets from being blocked during loading, unloading, or food truck cleaning. Designating specific parking, pickup, and loading zones helps streamline these activities and efficiently accommodates food delivery drivers and trucks. Policies should also outline receiving procedures, including whether kitchen staff will accept deliveries on behalf of members and any associated fees for this service. By establishing these guidelines, shared kitchens can minimize disruptions, ensure safety, and maintain good relations with neighbors.

Customer Pickups and Visitors

Clear policies regarding customer pickups and visitors are essential to maintain security and efficiency in shared kitchens. Policies should specify whether customer pickups are permitted and if visitors such as buyers and brokers are welcome. Access to kitchen areas should generally be restricted to members to ensure safety and order. However, some kitchens offer designated pickup areas or windows where customers can collect orders without entering the main kitchen space. Additionally, meeting rooms may be provided for members to book when they need to meet with potential buyers or catering customers. Policies should outline any booking or notification procedures for these special areas. These arrangements help facilitate business interactions while maintaining the integrity and safety of the kitchen environment.

Additional Team Members

In shared kitchens, it’s common for members to bring additional team members to assist with their operations, making it necessary to establish clear policies to maintain order, safety, and efficiency. To ensure a seamless transition, all team members should register with kitchen management and complete onboarding, which covers kitchen rules, safety protocols, emergency procedures, and proper equipment usage. Your policy should highlight the responsibility of the member to ensure that their team members comply with the kitchen rules and all relevant local, state, and federal regulations. Additionally, the food safety standards that employees must meet (such as food handler cards) should be clearly stated.

Limits on the number of team members may be necessary to avoid overcrowding and ensure a safe working environment. If team members must be supervised by an authorized member or a certified individual while in the kitchen, include these requirements in your policies. Consider requiring identification, such as name badges or uniforms, which helps easily identify authorized personnel and reinforces accountability. Communication channels between kitchen management, members, and team members are especially important, and it’s wise to set expectations about communication in your policy. These policies and onboarding help ensure that all team members understand their responsibilities within the shared kitchen.

Respectful Working Environment

Kitchens should have standards that ensure a safe and respectful working environment for everyone. The policies should make it clear what behavior is expected and what is considered unacceptable and subject to termination. Examples include lewd, offensive, threatening, or discriminatory behavior, as well as harassment, threats, and acts of violence. This policy may also address areas where conflicts can arise based on different preferences, such as playing music in the kitchen.

Termination

Unfortunately, it may be necessary to discontinue a member relationship for any number of reasons. The key is to do so clearly and without surprise. The circumstances that lead to termination and any warnings or opportunities for correction should be spelled out in your policies. Common items to include in your policies and procedures are:

• Possible reasons for agreement termination and expected timeframe from notice today of termination
• Actions are taken if an agreement is terminated (access code changes, notice to a health inspector, etc.)
• Any financial or legal obligations members must fulfill upon agreement termination and how collections may be handled
• How and when the security deposit will be returned, if applicable

 

Incubation Program Graduation

If you are operating a kitchen incubator with graduation requirements or time limits, be sure to explain the graduation policy during your onboarding and state it clearly in your policies and forms. Define what time period or milestones are used to determine if a member should graduate from the program or facility. Explain what services or support they may be eligible for after graduation. It is important to have regular meetings with the members to track their progress toward graduation goals and notify them of the expected graduation date. Members may need extra support to successfully make the transition before graduation.

Usage and Communication

Schedule Management

Because shared kitchens rely heavily on rental income, having an efficient—and sometimes dynamic— scheduling system is vital. Scheduling the kitchen can be one of the most time-consuming tasks and is often vulnerable to human error. While some members may have set schedules or regular hours, others might prefer more ad hoc or seasonal hours. Flexibility is key, as many members may need to adjust their kitchen time based on events, production schedules, deliveries, or staffing.

Self-service booking systems are an excellent way to ensure members manage their own schedules. By providing access to a shared calendar, members can see when others are scheduled, allowing them to avoid potential personality conflicts or issues that might impact product quality. For example, a member who bakes bread might prefer not to work during a Food Truck Friday fish fry, as the strong odors could affect the flavor of the bread. It’s important to carefully manage who has access to view the calendar and who can make edits. Members should never be able to modify each other’s bookings.

Various software tools and applications support scheduling automation. When selecting a scheduling application, it’s important to consider scalability, particularly as the number of members grows. Below are some of the pros and cons of common scheduling tools and applications:

 

Kitchen Communications

Clear communication is critical to a successful kitchen. Establishing appropriate methods of communication with your members from the start will save you time, and money, and reduce the many frustrations caused by miscommunication. Your policies and procedures manual and member agreement are your first line of communication with your members.

You will want to establish protocols for your preferred methods for day-to-day communication. Managing word of mouth, phone calls, emails, and texts can be cumbersome and increase the risk of miscommunication. Full-service applications like The Food Corridor can help reduce multiple channels and establish a digital paper trail of communication. Make sure any communication channel you use for policy enforcement has the ability to save a record of the exchange in case disagreements arise.

You will also want to clarify which communication channels are appropriate for different circumstances. Clearly state who should be contacted and under what circumstances. For example, the owner doesn’t need to be brought into every scenario in the kitchen if there is a kitchen manager. Receiving text messages for last-minute or after-hours changes to the schedule may be inappropriate.

• If a product goes missing or someone fails to clean up their space, what is the correct course of action for members?
• How will after-hours concerns be handled, and who is the key contact for such a situation?
• How will you communicate to all your members if the kitchen needs to be closed for an emergency or servicing?

Setting these protocols up beforehand and communicating them to members will build a strong culture of trust in the kitchen.

Below is an example of outlining communication protocols based on degree of urgency:

• The whiteboard. Non-urgent member needs or observations, such as supplies that are running low, can be written on the whiteboard attached to the freezer. Kitchen staff will be checking the whiteboard occasionally for issues that need to be escalated beyond the recurring needs.
• Email. [email protected] can be used for schedule changes or general operational questions or concerns, such as reporting a cleaning violation or making suggestions.
• Text messages. Texts can be used to inform the kitchen manager of time-sensitive matters, such as machine malfunctions or unexpected visitors when staff are not present.
• Phone. For emergencies, phone numbers are provided for key personnel who are on call at specified times for specific situations.

Addressing Problems and Concerns

Maintaining a safe and efficient shared kitchen environment requires a clear and accessible process for reporting problems and concerns. Kitchen users should be encouraged to report issues like broken equipment, inadequate cleaning, or unsafe behavior through designated channels, such as an online reporting system, email, or phone. It’s essential to provide clear instructions on what information to include, such as a description of the issue, photos or videos, and the time and date of occurrence. Kitchen management should promptly acknowledge reports, prioritize critical issues, and follow up after resolution. Regular reviews of reported issues help identify patterns and improve overall kitchen operations, ensuring a high standard of safety, cleanliness, and functionality. This proactive approach fosters a culture of responsibility and open communication within the kitchen community.

 

Retention and Growth

Everything included in the Shared Kitchen Toolkit is intended to help your shared kitchen succeed. Perhaps one of the most critical, some would say secret, ingredients to long-lasting kitchen success is a strong sense of collaborative culture. Building a positive and productive kitchen culture takes time, intention, and community buy-in. Communicating your kitchen’s culture through branding, messaging, day-to-day interactions, and word-of-mouth are all ways to set the tone. But culture is about more than a positive vibe in your kitchen (though we certainly support that!). Culture will seep into all areas of your business, including operations, safety and sanitation, business coaching, member retention, community partnerships, and ultimately, your financial bottom line.

Establishing Kitchen Culture

The foundation of a strong kitchen culture begins with setting clear expectations from day one, starting during the onboarding process. Your kitchen’s culture should be deeply embedded in your policies and procedures, reflecting how you expect new members to behave and interact with others. When potential members first tour your space, they should immediately see how others work together, share resources, and respect the communal environment. This early exposure sets the standard for all future interactions.

 

Addressing Behavioral Issues

Maintaining a positive culture sometimes requires making tough decisions, especially when addressing disrespectful or disruptive behavior. It’s crucial to protect the culture of your kitchen by not allowing poor behavior to persist. If a member is consistently rude or disrespectful, it’s important to address the issue promptly and, if necessary, remove them from the kitchen in a professional manner. This not only preserves the integrity of your kitchen but also reassures other members that you are committed to maintaining a supportive and professional environment.

Offboarding with Care

Members may not stay with you forever, and that’s okay. Whether they leave due to business growth, lifestyle changes, or other reasons, successful offboarding is just as important as onboarding. A clear and positive offboarding process can turn former members into your biggest advocates.

Encouraging alumni engagement:

• Stay connected. Keep alumni engaged through newsletters, social events, and social media shoutouts about their successes.
• Invite back. Consider inviting successful alumni back as speakers or mentors. Their stories can inspire current members and reinforce the strength of your kitchen’s community.

Final Thoughts

Kitchens are about more than just food preparation—they’re about people. People start kitchens, people run kitchens, and people use kitchens. This is a people-centered industry, and your leadership in building and maintaining a strong culture will set the tone for everyone involved. As you continue to build your shared kitchen, remember that your team and community are your most important assets.

From our kitchen to yours, we wish you well on this journey. As you review this Toolkit and evaluate space, equipment, and other potential assets, do not forget to consider the most important one of all—your team and kitchen community.

In the final chapter, we highlight some of the keys to success, focusing on how to cultivate a positive kitchen culture that fosters collaboration, respect, and growth for all your members. A strong, supportive culture will not only benefit your current operations but also define the legacy you leave behind. Whether it’s through empowering entrepreneurs, creating a vibrant community, or maintaining a space where creativity thrives, your kitchen’s culture will shape how members and the wider community remember your impact. This final reflection is about ensuring that your kitchen is more than just a place to cook—it’s a lasting hub for innovation, opportunity, and shared success.