Here at QSROnline, we speak with restaurant managers all day, everyday. We hear the good stories and the bad stories. We join in their celebrations of success and share in their frustrations. We know all that restaurant managers are tasked with, and we understand just how overwhelming and demanding their jobs can be. As a restaurant manager, the list of challenges can be endless.
We wanted to share some of the most common pet peeves we hear from restaurant managers.
1. Employees Failing to Show Up
Let’s face it. Your employees are your restaurant’s lifeline. Without them, your restaurant wouldn’t be able to function; No food, no maintenance, no customer service. Needless to say, you rely on your employees for the success of your business because without them, there would be no restaurant. That’s why when they fail to show up for their shift without notice, you do everything in your power not to lose your cool. Nothing is more frustrating than when employees show up late or don’t show up at all. It throws off the entire schedule, and you’re left just hoping that other employees can cover their shift.
2. Poor Customer Service
I think we can all agree when I say that second to the poor food quality, poor customers service is the next largest deterrent when it comes to repeat customers. Employees are a direct reflection of your restaurant, and when customers feel unwelcome or disrespected, the chances of them returning are slim to none. As a restaurant manager, your plate is already full, and you simply cannot observe every customer exchange in your restaurant. You trust your staff to greet customers with a smile, check on them regularly, and provide them with exceptional service. When employees fail to do so, money walks out of the door.
3. Wasted Food is Wasted Money
Restaurant managers are constantly monitoring their bottom line to ensure profit. There’s nothing more aggravating than seeing a potential profit lost due to a careless employee wasting food. This can include improperly prepped items, failing to rotate stored foods, and carelessness in the kitchen. Every menu item purchased by a customer is a potential money-maker or account-drainer; and your employees are largely responsible for determining what it will be.
4. Unmotivated Employees
Every restaurant manager has heard “But that’s not my table!” from the unambitious waiter when asked to check on a customer seated outside of their section. Restaurants are not a one-man show. To operate efficiently, they require teamwork and cooperation among employees. One of the biggest pet peeves for restaurant managers is seeing customers or tables overlooked simply because they aren’t in someone’s section. If a customer needs a drink refill or some extra ketchup, any available employee should be willing to tend to that customer.
5. Food Left on the Prep Line
The second that a menu item is brought out of the oven, the clock starts ticking. When meals are hot and ready to be delivered to a table but are instead left on the prep line waiting for the waitstaff to retrieve it, the possibility of a happy customer slowly fades away. Waitstaff should constantly monitor the prepline to ensure that meals are delivered as soon as they’re ready to go. No one enjoys a cold meal. And no manager enjoys apologizing to an upset customer.
Over the years, we’ve learned that customer complaints are what helps to drive improvements, and they’re what fuels the need to continue to adapt and evolve. Restaurant managers have a tough job, but we’re here to help every step of the way.
Do you share in any of these challenges?
Feel free to share your experiences in the Comments section below.
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