“Restaurant Operations” is an extremely broad topic that encompasses just about everything that happens in and around a restaurant. From hiring to terminations; and prepping to plating; everything is effected by how one operates their restaurant. It can be overwhelming, but let us break it down to the 3 key elements.
3 Key Elements of Restaurant Operations
- Preparation
- Processes & Procedures
- Restaurant Culture
Key Element #1 – Preparation
Treat Your Restaurant Like A Symphony Orchestra
Now maybe some of you reading have not attending a symphony orchestra concert. To simplify the metaphor, think of the best concert you’ve attended, or even your favorite CD (do people still buy CDs?). You may have enjoyed all 3 minutes and 52 seconds of your favorite song being performed. But it took hundreds of hours to get to that point. My favorite song-writer Tom Petty released a song called Refugee on this album Damn The Torpedoes. Tom Petty admits that he was able to write the words and main riffs to the song in under an hour, but it took the band over 100 takes to get the recording perfect. Not to mention the practicing before the record button was hit.
What I’m trying to say is…you get out what you put in. If you want your restaurant or bar to run like a polished, well-oiled machine, you need to put in the time upfront. Here are a few things that can be done to set your restaurant up for operational success:
- Create your mission statement
- Create a list of values (for your associates and guests)
- Job Descriptions for key members
- Write things down! Don’t assume that you can “wing it”
- Walk the property. With an empty restaurant, take the time to walk around and see things through the eyes of different people. Think like a guest, think like a server, think like a line cook. Take the time to put yourself into these positions.
- Seek the feedback of others. It’s always nice to get another perspective.
Key Element #2 – Processes & Procedures
We can’t always rely on oral tradition.
We’ve all worked in “that restaurant.” The restaurant with no recipes, no rules, no guidelines; just a never-ending game of telephone. One bartender along the line made a whiskey sour with lime juice and somehow the recipe was forever changed (and not for the better). How do things like this happen? A lack of clear standard operating procedures.
You MUST create a clear standard operating procedure for everything that happens in the restaurant. A recipe for a house lemon drop, process for plating french fries, opening and closing checklists, what to do in the event of a power outage.
Right now you are thinking, “I just own a local sports bar, I’m not Cheesecake Factory, I don’t need all these corporate rules!” Sorry Jack, you do. Your team members and customers expect, and will return to your restaurant if you are consistent (unless you’re consistently bad). Employees like a stable work environment and your guests enjoying returning to a familiar venue where they have a reasonable expectation of how their evening will play out.
So going back to element #1 of preparation. Here is short list of a few things you will want to prepare:
- Clear job descriptions for your staff members. (i.e. is your bar manager in charge of ordering? If so, did this person know this when you hired them or do you randomly delegate the task when you don’t feel like doing it?)
- Training materials and schedule
- Get as detailed as possible. How do you want your phone to be answered? Black Pants are different than Black Jeans. Be specific.
- Recipe cards for every item on your menu and every ingredient that needs to be prepped
- Order sheets for food and drinks, along with par levels
- Opening and Closing Checklists for FOH and BOH (Checklist are our friends)
- BINDERS! Lots of Binders labeled with their purpose (i.e. Health Inspection, Emergency Contacts, Line Checks, etc)
“I don’t have time for this!”
You don’t have time NOT to do this. Think about how many phone calls you get on your day off. How many times you have to answer the same questions? “I keep telling people to keep the glass cleaner at the host stand!” With the thousands of minutes and hundreds of hours you’ve spent verbally repeating yourself, you could have sat down and created the holy grail of all operations manuals.
Key Element #3 – Restaurant Culture
“Customers will never love a company unless the employees love it first.” – Simon Sinek, Start With Why
You’ve planned your heart out and everything is written down. Beautifully-labeled binders line the office shelves and gorgeous new clipboards sparkle on your desk. Now what?
It is time to inspire your associates and communicate to them your vision. If you lead, they will follow. They will follow you down a path of respect, empathy and passion; or they can also join you down the bumpy, dirty path of misery and resentment.
All of your planning and preparation will be for naught if you cannot clearly communicate what it is you would like the team to accomplish, and more importantly – why you are asking them to do these things.
“Sorry Miss, That’s The Rule.”
If you explain the “why” to your associates, they can communicate that effectively to your guests. Instead of your server saying “We don’t give extra guac, that’s our policy.” they will now be able to communicate to your guests effectively: “I’m able to bring you extra side of guac, but there will be a small charge of 75 cents.”
Let’s Wrap This Up?
There are a million and one tasks which fall under the umbrella of “restaurant operations”, but it all comes down to the 3 elements listed above. You must be prepared by understanding what you want, write those things down, then effectively communicate them to your staff. Please do not make things more difficult than they are. And remember – if you are overwhelmed with the ridiculous amount of documentation you must create – create a checklist for yourself. One thing at time. You got this!
And if you need assistance… Contact us!
