The manager is the single most important
position in your restaurant. Managers influence the attitude and behavior of
all restaurant employees. In order to ensure a successful operation, it is
imperative to select a manager that possesses 15 Key attributes.
Key #1 Be a role model: What you do speaks louder than
what you say. The manager must demonstrate to the staff the components of
excellent service.
Key # 2 Hire Competent Staff: The manager must possess "people
sense" and make the right hiring decisions. According to Elton Statler,
the three most important factors to a successful restaurant are "location,
location, location". Using this approach, the three most important factors
in successful service are "Selection, Selection, Selection". In
addition to role modeling, managers must identify individuals that possess
people skills and hire them. No matter how much modeling or training is
provided, a service person that does not enjoy people, and cannot demonstrate
enthusiasm for them, will be unable to give hospitable service.
Key # 3 Respect Employees: Managers
must be fair in all their actions and, most of all, demonstrate a
deep-seated respect for their team. It has been said, "All employees come
with a brain at no extra charge, so why not use it."
Key # 4 Communicate with Staff: Managers must know that
employees must understand exactly what is expected of them and have the
linguistic ability to affect the right behaviors.
Key #
5 Train Employees: Managers
must be able to train employees so they are unconsciously efficient in the
necessary functional tasks. Outstanding service personnel have their tasks so
"sanitized" that they can focus more on the individual needs of their
guests. Managers explain, demonstrate, let employees try (and make mistakes),
redirect their behavior, and "habit" employees' skills so that they
may perform their duties in such a way to exceed guests' expectations.
Key # 6 Coach from the Dining Room Floor:
Successful managers spend time in the dining area where they can
provide moment-to-moment feedback on employee service. They set a standard
decorum for the rest of the staff, greet guests, and remember and use their
names when they enter the restaurant. The manager's job is to assist the
service crews in creating a bond of loyalty with the guests. Coaching means
that managers provide positive reinforcement. They tell people when they have
done "it" (good service) right.
Key # 7 Give Constructive Criticism: Managers
know that employees cannot remain enthusiastic about a task unless they are
challenged by it. In order to assist their crew in becoming better workers,
managers must make the staff aware of their mistakes and help them change. Do
it in a positive manner!
Key # 8 Get the Most out of Your Service
Staff. Managers recognize
employees as individuals and credit those who excel at providing memorable
service.
Key # 9 Facilitate Service by Supervising and
Adapting Systems and Procedures so the Staff has no Obstacles to Providing Good
Service: Competent managers are aware that well-designed systems are vital
to achieve the company's service philosophy. However, no system is perfect and
even the best of systems must adapt with change. Managers need to recognize
that their systems should be, "Designed for the convenience of the guest
rather than the convenience of the organization."
Key # 10 Maintain Clarity of Purpose: Managers must remind employees in words AND
actions that guests are the operations first concern and that systems and
procedures are not the end-all; they are the methods used to achieve/exceed
guest satisfaction.
Key # 11 Schedule
for sufficient coverage: Managers must not focus on keeping labor
costs down. Rather they must focus on keeping service standards high, which
translates into higher profits.
Key # 12 Pay
Attention to Details: A manager must recognize that it’s the
smallest details that make a restaurant great.
Key # 13 Recognize
and Develop a Relationship with Your Regulars: A savvy manager knows
the value of recognizing and welcoming “The Regulars.” The guests appreciate
the fact that they are recognized for their patronage.
Key # 14 Established
FLEXIBLE Complaint Procedures: Errors occur. It’s the nature of
the business. But how a manager handles a guest complaint can be an effective
marketing tool. Guest’s complaints are opportunities to show how much you care
about guest satisfaction. A manager must enforce and establish procedures that
empower staff members to correct errors immediately.
Key # 15 Observe and
Evaluate the Operation: An effective manager knows the importance of
continually evaluating the operation. Managers must remain flexible in order to
accommodate change when it’s called for.
