Systems & Procedures
To build a team is one thing. Having a good venue is another. Consistency is paramount. And a good product is king.
Frankly, it can all turn to shit without systems and procedures. In an already demanding and tireless industry we cannot afford to waste time on the simple things. How can your waiter’s expect to have a wine matching training session when your milk fridge is filthy, your glass washer hasn’t been bleached out in 3 months, the coffee cups have stains and the wine list hasn’t had the vintages updated in over 8 weeks? These things grind down morale and sap energy, it cannot be underestimated how much of an effect these things have on your staff & customers.
It all seems so difficult to get on top of. Well it’s not! It comes down to management. Isolate and note the areas that need attention. Take note of the delegation and team building articles. Place the tasks in a staff job description and empower the staff member to achieve their tasks. This is not a negotiation, it’s an absolute must!!!
These are the unconditional, bare minimum systems & procedures required to ensure consistency, team-work, delegation, high standards, and the possibility of you getting some time off. If you crash the car on the way to opening your restaurant and the other person capable of the job is unavailable, who is going to do it? Anyone can if you have check-lists located in the venue.
- opening check-list (bar & restaurant)
- closing check-list (bar & restaurant)
- waiters-station check-list
- cleaning roster
- ordering sheets with par levels
- cash-up procedure
If you are not currently using these check lists as tools for your restaurant, and feel that the sudden introduction of auditable check lists may seem like some kind of knee jerk reaction, just introduce one as a starting point.
Opening check-list: Prepare your list by going through in logical order each task you undertake to correctly prepare the restaurant for the day and be ready in time for service, even add a time line for each stage if need be. Hold a training session working through the list explaining each task and the correct way to complete it. Put it straight into play and take the next week to ensure everyone is using it correctly. Make sure all checklists are signed by staff members on completion, and that any deviation be quickly corrected. This is a wonderful tool for accountability and can dramatically change workplaces for the better. You will find through constant use of the list the procedure will become increasingly efficient.
This will ensure that if necessary the place can run in the absence of managers & supervisors because at some point it will be necessary, and even in the presence of managers it is a very powerful tool.
Other handy lists of things to have documented are:
- how to operate credit card facilities in the case of blackout
- phone number for plumber and fridge mechanic
- a spare key securely hidden within the venue
- spare till keys
- important phone numbers, police, security, managers, landlords, etc.
Being frustrated about cleanliness, shortcuts, and things being in the right place is not the fault of the staff. It rests squarely on the shoulders of the manager. Using the team blog as an example, the culture must last. This is only possible when one person is not the sole driver of these things. It must be embedded in the day to day operation. You will slowly be worn down and compromise your own high standards by having to physically enforce this stuff every time a key staff member leaves, calls in sick, or someone new joins the team.
Now you can concentrate on the good stuff; wine tastings, food tastings, service training, phone manner, cocktail making, wine pouring, and on, and on. If you are a manager, get it sorted!
