Good managers do not become overnight, and sometimes restaurant managers need instructions and practice in order to effectively manage the business, manage staff and satisfy the needs of visitors. The following are 10 tips for restaurant managers to improve their business:
- Effective Cost Management
In successful business management, cost management is a critical aspect. By costs we mean labor, products, and waste. Keeping accurate records of losses and costs will help managers to budget for the future and guarantee revenue.
Successful marketing of your concept
Managers are responsible for promoting the brand, which should contribute to the development of the business. Learn the best marketing techniques in your field and apply marketing strategies wherever possible.
Product quality management
Even just opening their doors to visitors, restaurants advertise the quality of their dishes and services. Be prepared to go all the way and offer products of the best quality possible. Continuously improve cooking procedures, improve food storage standards and quality presentations.
Serving visitors is one of the most important goals of your restaurant. All employees of your staff who deal directly with customers need to be trained in high-quality customer service throughout their stay in the restaurant.
It is important:How to provide high quality service in a restaurant
Smart time management
Restaurant managers have a lot of responsibilities. Therefore, they need to learn how to distribute time and energy in such a way as not to burn out at work and to firmly manage the business. When planning your day, set aside time for scheduling, monitoring equipment and supplies, directions, getting a report, help, and other responsibilities.
Creating a positive work environment
You can create a positive working atmosphere only where people feel that they can trust each other and work together. Hire conscientious people, get to know them and act fairly. The combination of hard work and entertainment creates a positive atmosphere.
Find out what motivates your employees. Use competitions, games, products, prizes and other incentives to make your staff worry about the quality of work. Motivation keeps people in good shape.
You may not be aware of this, but your employees are watching everything you do and say. You set an example of acceptable behavior in your restaurant, so make sure it is positive.
When you have to discipline your employee, refer to the discipline rules in the employee manual. Make sure your employees are familiar with the charter of the restaurant, and be consistent and fair when dealing with inappropriate behavior.
You need to determine when employees deserve a reward for high achievement or continuous work at a high level. In a suitable situation, praise your employees in front of their colleagues and consistently give credit to those who work better than established standards.
1. Know and sell your products
“Tipping was based on a percentage of checks, so I had to sell, sell and sell. Every day before the arrival of customers, the chef spoke with us about the most delicious and most expensive dishes that are in stock.
The better we learned about them, the more convincingly we could sell them, the easier it was to turn a client’s lunch into a lunch coupon from a waiter. Do not get me wrong, the special offers were great, but our recommendations seemed to improve the taste of the dish. They also increased our tip. ”
2. Be able to sell yourself
“We were the connection of customers with the kitchen, their guide on the menu for the evening. If visitors trusted us and respected us, we received great gratuities. Each one sought love and trust of clients in his own way. ” You need to know your strengths and make them work for you. You also need to be aware of your weaknesses and keep them with you.
3. Love your team
At rush hour it happens that the waiter needs help. You simply cannot be in two places at the same time, but still this is exactly what is required of you. Great if you have a colleague who will help out. “We also had support staff who started, like us. At the end of the shift we shared tips. This is enough for the guys to feel that they are valued and want to cover your back in the future. ”
4. Solve problems
“Strange, but I got more tips when I solved the problem than when there were no problems at all. It worked even when I created the problem myself! I never tried to deliberately create a problem, but if I admitted my mistake and corrected it quickly, I was a hero. I’m sure that tips would be even greater if I just created problems to solve them. ” People are grateful to those who can recognize and solve their problems.
5. Being very busy
“When I had only one table, I had too much free time. I became lazy and sloppy. But when I got too many tables, and I had to concentrate on ten things at the same time, everything worked out for me. ”
This does not mean that all entrepreneurs should start their career as a waiter before starting their startup. But if you work as a waiter, you have the opportunity to learn many interesting and useful things. Or just remember these tips.
12 daily restaurant manager tasks
1. Get to work one hour before the restaurant starts and check its readiness for work
What should the manager do in this hour:
- check the readiness of jobs
- identify latecomers,
- check the appearance of employees,
Here the question involuntarily arises: why should the manager check the readiness of the workplace and the appearance of the employees - after all, are these the duties of the administrator?
I agree, this is usually the responsibility of the administrator, but ...
First, the manager must be an example for his employees. If he arrives on time, he will be able to demand the same from his employees.
Secondly, the administrator may be missing something. After the administrator checked the cleanliness of the tables in the hall, the manager goes and checks their readiness, extra control will not hurt.
The advantage of this approach is that employees understand that they will not be able to evade this or that task if the administrator misses something. A daily check of the readiness of jobs in all areas is required.
As for the appearance, here everything is checked, including the administrator. It is also necessary to check the waiters' readiness for work for a notebook, pen, lighter (guests can ask for smoking on the street), a sommelier knife and a parking brake, if this is established.
I note that the manager does not have to do this explicitly. He can sit, drink coffee and watch how and when staff comes to work. A lot of interesting things can be learned, especially if the staff does not know that the manager is in the institution.
2. Check reports
For this hour, you should generate reports for the last shift and carefully study them. Let's focus on what reports need to be generated and studied.
Cash desk for yesterday (cash, terminal and bank transfer).
The manager can do this report himself, or he can ask the accountant to do it. The manager is obliged to know the revenue of the institution for the last day.
Cancellations on accounts.
There is an important point here. The manager independently makes this report and compares it with the cancel log from the administrator. The cancellation log must be with the administrator.
The journal should include:
- cancellation chip
- date of,
- reason for cancellation
- Whether an alternative replacement has been proposed,
- signature of the cook and / or bartender (to confirm that this is done with their knowledge).
If inaccuracies or discrepancies are found in the program and the magazine, you need to require an explanation from the administrator in writing. I repeat that you need to monitor cancellations very carefully, because the presence of inaccuracies and divergences can be a sign of abuse.
The manager must figure out what discounts were held, on what basis and what is the share of the amount of discounts in the general cash desk.
Discount cards provided by the institution can only be with the administrator and there must be a good reason for using them. For example: settle a conflict with a guest.
It is also worth paying attention to nominal discounts. For example, the manager knows the guest personally, knows that he was not there yesterday, and the card was drawn.
Check for multiple discounts on one card. This may indicate financial fraud.
Reports on the implementation of the plan, the average bill, the sale of shares / new products and the work of incentive programs.
They are necessary to understand how the institution works, how effective the events are and the work of employees, as well as to identify weaknesses and eliminate them.
Pay attention to what and how much is debited. Each product should have its own charge rate. If something is written off in excess of the norm, the bartender or the chef must explain why the products were written off and what measures were taken to avoid a recurrence of this situation.
3. Hold a planning meeting with the heads of departments
During a planning session:
- summarize yesterday and briefly voice the key figures of the reports,
- analyze conflict and difficult situations, find out all inaccuracies,
- set goals and objectives for the day for each department,
- get feedback from the heads of departments for work for the last day and plans for the current.
If the institution has an administrator, then the manager conducts planning meetings only with department heads. If the position of administrator is absent, then in addition to the planning session with the leaders, a planning meeting is held separately with the employees of the hall.
4. Agree on the purchase
View for each product to purchase:
- number of sales
- the amount on the balance
- Planned quantity for purchase.
If the purchase does not raise questions, coordinate it; if there are inaccuracies, correct it. For example, if there are only 50 eggs on the balance of 100 eggs, according to the calculations until the next planned purchase, then this position should not be present in the current purchase. Constant control over the purchaser reduces the risk of a variety of frauds.
In parallel with this, it is necessary to monitor how much the amount of purchases corresponds to the established food cost. If a food cost of 30% is set, then the amount of purchases should not significantly exceed 30% of revenue. Excludes holidays, banquets and other special occasions. It is important to check the actual balances in the warehouse in order not to freeze working capital and prevent write-offs of expired products.
5. Check waybills
The following points should be noted:
- time and place of stops
- the presence of fiscal checks on fuel and lubricants and their amounts,
- compliance of the amount of fuel purchased with established standards.
6. Control the work with social networks
Check the regularity of posts and their compliance with the approved content plan. Read more about working with social networks in the article: "How marketing works in social networks in the restaurant business."
Monitor the relevance of the information. For example, so that there is no announcement of the ending stock. Or, especially, working targeted advertising of an event that has already passed. Believe me, this happens.
Ensure that all information is in the same style. To do this, you must have developed and approved templates for posters and other POS materials. Ideally, all this is built on the basis of a brand book.
Particular attention should be paid to questions from guests and their reviews. Make sure that answers to questions from guests are given as quickly as possible.
Positive feedback should be given so that guests feel that their opinion and attention are important to the restaurant.
Praise employees on the meetings for positive reviews, this raises their self-esteem. In this way, you let them know that their efforts are valued.
If your restaurant has received a negative review, do not rush to delete it.
The algorithm for working with negative reviews (with both objective and biased) is described in our article: "Working with reviews on the Internet: how to set up virtual word of mouth for your restaurant."
7. Check the complaints and suggestions book
It needs to be viewed daily to resolve problem situations and take measures to prevent them in the future. And of course, praise employees for achievements. For all complaints or positive feedback, the manager needs to give written answers.
8. Monitor the book of reservations or booked events
All events should be under the personal control of the manager, he should know when the event will take place, how many people will take part in it, who is the organizer, what will be the menu, the serving interval, and special preferences. Sometimes this function is given to the administrator, but I think that the manager should control it, because he is responsible for the final result.
The manager can take a checklist for the event, which the administrator has already filled out and check 5-10 points. Also, the manager should receive feedback from guests after the event.
9. Chat with guests
The manager must be in sight. One of the main tasks is communication with guests, it can be a greeting, an easy friendly dialogue with regular guests, the solution of various issues or even service.
What will this give the manager? He learns a lot of interesting things, guests will be happy to tell how employees work when the manager does not see them.
I personally did such experiments and, believe me, this gives a lot of useful information. Sometimes I found out not the most pleasant things, but this allowed me to identify weaknesses, take measures and improve the quality of work, as a result - increase revenue.
10. Monitor the work of the kitchen / lounge / bar
The manager must always be in place. This already "collects" employees, although it does not always, unfortunately, stop some "craftsmen".
You should check at least twice a day how many tables are open according to the program and how many of them are occupied in the hall, in fact. What is written on the chip and what really stands on the hand.
It is also necessary to carry out an inventory of the cash desk and terminal for the correct closing of accounts (waiters can make another type of payment). In order to find out whether the accounts are closed correctly, you need to make a report that will show how much is closed on the card, by bank transfer and how much cash is in hand. If as a result of the inventory, inaccuracies were identified, you need to understand in detail what is the reason and level the types of payment. Read more about actions to prevent abuse in our article: "Theft: is it possible without a restaurant?"
Control the time of delivery of dishes. For example, the manager noticed that the guest ordered a steak, he notes the time and determines how long he was set to issue the cook. Likewise, control the time during which the waiters accept and place an order.
Selectively control the weight of dishes in the distribution, weighing and checking with the output specified in the menu.
And, of course, the manager must monitor the implementation of guest service standards (greeting, service, working with objections, settlement).
You can not make serious criticisms of employees in the process. It is better to fix them and disassemble them on a planning board, to work through errors and controversial issues. Comments to employees can be made pointwise, for example: “Sergey, add napkins to the table” or “Smile”.
But to praise employees in the process of work is possible and necessary. It stimulates them. They see that the manager does not care that the employee’s actions are important to him.
11. To control the shelf life of products and their storage conditions
The manager selectively checks how products and knowledge of employees are stored for what and how should be stored.
For example: today, Tuesday, and the manager decided to check the cleanliness of the refrigerators in the confectionery shop and compliance with the rules of the commodity neighborhood.
He makes sure that the temperature of the refrigerator is in accordance with the norm (no more than +8 degrees), that the refrigerator is clean and in good condition, all products are marked (date and time), verifies compliance with the “first come, first leave” rule. Looks at the balances, there should not be a lot of them, as this can lead to write-offs.
12. Conduct a brief survey of employees on theoretical knowledge
Например, после проверки сроков и условий хранения, управляющий задает вопросы кондитеру (если в этот день проверяли кондитерский цех), например: «Какой срок хранения у тирамису?», «Какой оптимальный температурный режим для хранения кондитерских сливок?», «Расскажите технологическую карту на Захер».
Эту процедуру нужно проводить ежедневно по разным отделам. Monitor waiters and bartenders for knowledge of dishes and drinks, storage conditions and serving rules.
At first glance, it may seem that the manager is carrying out part of the duties of the administrator and, if all the above actions are performed, he will not have time for strategic tasks. I hasten to assure, all this takes a maximum of two to three hours. The rest of the working time can be devoted to other issues.
In addition to daily tasks, a number of periodic tasks can be distinguished that are performed once in a certain period of time (week, month) or according to a schedule. These include: monitoring the results of inventories, verifying compliance with flow charts and costing, tasks for working with personnel, suppliers, and several others.
Mind cards with the daily and periodic tasks of the restaurant manager can be downloaded for free here.
Do not forget that the restaurant is a business of trifles and there are no important and unimportant duties. The manager must have complete information, up to when the cheese sauce was made and how much it is stored.
This significantly reduces the scope of opportunities for various frauds on the part of “unscrupulous” employees and reduces the influence of the notorious “human factor”.
And most importantly, employees will take an example from the manager, see in him a professional and a leader whom they want to follow.
Date of publication: 07/02/2018
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