Despite their best efforts to control every aspect of the experience in the restaurant, owners and managers are under the mercy of their staff. The kitchen determines the food quality, the servers determines quality of service provided. In actuality, you rely on your staff to make sure that every guest leaves your restaurant happy. How do you hold your staff accountable to your guests, and make sure that every guest leaves with the best possible experience?
Doing the following things could help:
Gather your staff together, and put together a list of “Standards or Rules” which will dictate their behavior. For many restaurants this can be seen as a set of core values. A good set of standards will embody what you expect out of your staff and will relay to them exactly what you want each customer to feel like before they leave your restaurant.
A great way to make sure the staff is accountable to your standards is to set goals for them. Goals will give the staff something to reach for. They should always be easy to understand and difficult to reach, but attainable. The link below shows the S.M.A.R.T methodology of setting goals.
3.Regular Staff Meetings
Holding regular staff meetings allows you to keep your staff on target, and keeps them up to date on restaurant’s progress and goals. This will allow you to keep your staff in the loop, understand their feelings about the restaurant’s progress and make sure that they are meeting the expectations you have set out for them.
Without a proper method to hold your staff accountable, you leave your restaurant at the risk of being run poorly and leading to customers leaving unsatisfied. Holding staff accountable requires a simple set of actions which take 5 minutes to implement, but must be regularly enforced. By setting standards and goals, and holding regular staff meetings you will ensure that the staff understands their role, expectations, and how to contribute to a healthy restaurant.