We’re almost in the middle of December, which means that for the most part, businesses are trying to sell as much as they can and deal with one of the busiest periods of the year. This isn’t just essential for storefronts and online businesses, but services and trades too, such as the hospitality industry.
At this time, restaurants will be planning the large bookings they’ve received for Christmas parties and huge tables of guests, while also aiming to upsell as much as possible. You don’t have to have worked in this field to understand that, as anyone who has gone for a family meal or had one too many jollies during a busy evening knows how busy and strained these places can be.
As a restaurant manager, it’s vital that you support your staff as much as possible during this time (and beyond too). That might mean ensuring your restaurant POS system is functioning as intended (or replacing it entirely) and nailing your staff rota so you’re not understaffed. But that’s not all. Let’s consider some vital advice:
Defend Staff From Harsh, Rude Customers
In any busy establishment, wait times might increase. Sometimes, customers can’t accept this, or they might bring their demanding attitude and become outright rude to your staff. Now, we can all tolerate a little prickliness from anyone, and retail staff most of all. But if they’re insulting, dismissive, or abusive, that is simply not acceptable. Make it clear that they’re not to act like this, and if they protest, ask them to leave. It’s really that simple. Better a lost customer than a staff member suffers unnecessary and unwarranted abuse, even if they’ve made a simple mistake. If staff know you’re there to protect them, they’ll work harder for you.
Ensure Daily Objectives Are Clearly Listed & Assigned
While you may trust your staff to have a little bit of autonomy and not to be handheld throughout the day, if you have priorities that must be met, don’t just say it off-handedly. Hold a meeting before the shift pattern and make sure those objectives are clearly listed and assigned correctly. Make sure you do it carefully and with confidence.
Make sure you can point to a resource, like a wall sign or an emailed document, to make it clear. You might be pushing certain specials tonight, or have a table booked with someone who has an intensive allergy that must be considered at all times. Draw attention to that and make sure staff understand the extent of their roles. It can help them avoid forgetting during a tough and busy period.
Refocus On Safety & Security Planning
Now, this is an interesting one. We don’t tend to think of security and safety in a restaurant where most people are welcome, but this is important. If you’re opening a little later, hiring a doorman to protect the building can be important, and prevent drunk crowds from coming in. Alternatively, training your staff so they know how to protect vulnerable people, be that a woman who may think she was spiked, will be more than worth the effort. If staff feel empowered and know the correct reporting systems to protect themselves, that’s worth it’s weight in gold.
With this advice, you’re sure to support your waiters and waitresses in the best way this seasonal period.