Are you ticking these boxes?
A good restaurant is always the result of the hard work of a good manager and their crew. To be a good manager, you need to take up many roles at certain points, but there are certainly some do’s and don’ts to keep in mind along the way. We’ve worked in the foodservice industry for more years than we can count and here are the tips that came up time and time again…
DO Have a Proactive Approach (especially towards employees)
A good manager needs to be organised and proactive, that is no surprise. But what you should keep in mind is the need to be proactive with your employees – from the everyday needs of your chefs, servers and dishies to minute details of deliveries and shifts – they can all be affected by the approach you take with them so don’t get caught on the back foot.
Forget to empower your staff with the skills they need to perform at the job
Keep employees who are dead weight
DO Have a Positive Attitude
As the manager, you are a leader and you need to be an example for staff. This can be simple things like arriving first and leaving last but can extend to mindset at work. Being positive about your mistakes and theirs’ will build a happy working environment instead of one ruled by fear.
Be afraid to give positive feedback
Badmouth your staff
Complain about your workload
DO Be Consistent
Consistency plays a very important role in maintaining rapport with both the customers and the staff. Customers who have already been to the restaurant come back with an expectation so as a manager, you need to make sure that the customer experience at the restaurant is always consistent to keep them coming back.
Always stick to the rules (be flexible if it means accommodating customers)
Act above the rules
DO Focus on Customer Service
Savvy restaurant managers get to know regulars, make them feel appreciated and show gratitude for their loyalty. Be on a look out, if you sense a customer is confused or has a concern, be present to help them out and address their concerns.
Prevent customers from giving feedback
Ignore customer complaints
Tell your customers they’re wrong
Argue with customers online
DO Communicate Openly
Communication is key to any successful business but even more important in foodservice where you have so many stakeholders from internal staff and neighbouring businesses to customers and suppliers. Your staff will work more efficiently if clear instructions are given, your customers are more likely to come back if you are open and honest about menu items and your suppliers will value your custom if you ensure you communicate your payment and ordering needs on time.
Focus on one-way communication (it goes both ways!)
Allow staff to find out news from ‘word of mouth’ – always keep them in the loop