Restaurant management involves taking care of several tasks ranging from customer, staff, and inventory management, and so on. This guide contains information and guidance that will help you manage and grow your restaurant.
Let’s get started.
Customer is king
There are only two rules in restaurant management
- The customer is always right
- In case the customer is wrong, refer to rule number 1
That’s the way it is whether you like it or not.
There might be instances when you want to punch the customer in the face. When such a situation arises, keep your calm, simply listen to everything that the customer has to say and apologize to patch things up even though it was not your fault.
Provide proper training to restaurant staffs as they are the backbone of your restaurant. From the list of popular training methods implement a training program that you think might be ideal for the staffs.
If you are not sure, go with the shadowing technique where the trainees follow around a mentor while the mentor performs his regular job duties. This gives the trainees a feel for the job before they attempt to perform their responsibilities by observing seasoned employees handling real-life scenarios.
Use sales techniques
Use sales techniques like the Sullivan nod which is designed to encourage people to purchase a particular item with the power of subconscious suggestion.
Never lose twice
As human beings, we sometimes do make mistakes but it’s necessary to never repeat the same mistake over again as the reputation of the restaurant that you manage is at stake here.
Groom your low performers or broom them, it’s as simple as that.
Accept & monitor feedbacks/reviews
It’s important to accept and monitor feedbacks to find out about the areas that need improvement or are doing well.
Reply to queries and reviews posted either online or offline. Special care should be taken to find out about any negative reviews about your restaurant posted online.
In the case of negative reviews, reach out to them and work out a form of compensation for the inconvenience caused.
Go out to other famous/competitors restaurants and be inspired by their service. Share the experience with your staffs and try to duplicate it in your own restaurant.
Encourage & Motivate
A pat on the back, kind words and service support go a long way. The key is to make your customers feel like family.
Conduct weekly or monthly contests and reward the top performers with gift cards that can be redeemed in the neighboring stores, this helps to build bonds with the neighboring stores and inspires your staffs to work hard as part of your team.
Daily to-do list
Maintain a daily to-do list and stick to it.
Conduct daily/weekly meetings to set goals, discuss the changes to be made, and publicly praise your staffs for their achievement and support.
Always deliver more than what is expected from you. As small changes add up to greatness, try to improve the operation of your restaurant by at least 0.01% each day.
Make sure that daily inventory records are kept and assign at least one employee to monitor inventory related activities, this not only helps to prevent pilferage but also helps in maintaining the food cost.
Special care should be taken to confirm expected usage and investigate significant variances.
Get a restaurant management software if your budget allows it as it will make it easy to manage and keep track of your restaurant’s day to day operations.
Other qualities that set a manager/owner really apart are self-control, courage, effective planning, pleasant personality, and clear and decisive decision-making ability.
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