Managing a restaurant involves so much more than simply serving delicious meals. A successful and productive restaurant has a management team that directs staff to ensure a consistent, high-quality service and run business affairs smoothly. Leadership is arguably one of the most critical elements differentiating successful restaurants and those that fail.

With the rapid pace of service industry work, the way that restaurant management handles the operation can have dramatic implications for the satisfaction of employees and the loyalty of customers.

The Role of Restaurant Management

A restaurant manager is responsible for both business operations and interactions with guests. In many instances, the responsibilities of restaurant management go beyond just managing people.

Typical tasks include:

• Managing staff schedules and duties
• Monitoring the quality of service and customer feedback
• Overseeing departmental communication
• Resolving customer complaints and special accommodations
• Assisting employees during peak service times

A restaurant manager often acts as the bridge between kitchen staff, service staff and customers.

Communication is Key

Restaurants are businesses that make constant decisions; communication is essential in a busy restaurant environment.

Throughout a shift, restaurant management is communicating with chefs, waitstaff, suppliers, and customers. Proper communication can minimize miscommunication, and allow a team to respond to changing conditions.

Excellent communication skills also contribute to a positive, welcoming work atmosphere.

Dealing with Pressure

In a busy restaurant environment, the pressures can become intense at times. An unexpected large group of reservations, an absence of wait staff, a slow kitchen, and a number of other factors may require the managers to react to situations quickly.

The ability to remain calm, make quick, efficient choices, and keep the focus on finding a solution, rather than worrying about the problem, is an essential skill of restaurant management.

During difficult service periods, waitstaff and kitchen crews look to the management team for direction and leadership.

Employee Development and Support

Effective restaurants are built on the foundation of their employees. Motivated staff leads to better service.

Good managers motivate employees to strive for their personal best, and provide encouragement and learning opportunities for their team members.

Staff members who feel appreciated and empowered are more likely to feel more committed to doing a great job for guests.

Creating a Positive Work Environment

The culture of a restaurant contributes to its effectiveness as a business, including employee interaction, communication and employee retention.

Restaurant leaders promote strong work cultures through:

• Setting expectations
• Encouraging cooperation between employees
• Acknowledging employee success
• Encouraging inter-departmental support

Work environments characterized by positivity tend to see better results, including a better quality of service and a more unified work team.

Remaining Open to Change

In the service industry, change is a constant. The needs of guests are changing, as well as the technological tools and practices being used to serve those customers. Successful leaders understand the necessity of remaining flexible and embracing change.

Many restaurants now utilize online reservation systems, web-based ordering applications and online customer feedback mechanisms in their service operations.

The ability to adapt to changing trends and technologies is highly valuable in the food service industry.

Effective Leadership Enhances the Guest Experience

Guests likely won’t notice scheduling or planning decisions made by the restaurant management. They do, however, notice the results of excellent leadership, which are consistent and courteous service and positive, professional staff interaction.

A strong management team builds reliability, consistency and professionalism into all aspects of a restaurant’s service.

A Great Restaurant Relies on Great Leaders

A delicious menu can draw customers through the door, but restaurant management is the driving force behind long-term business success. Effective restaurant management ensures that a business is run and operated at peak efficiency. In the ever-changing food service world, restaurants need leaders to help guide them, solve problems, and maintain standards in even the most challenging situations.

Building leadership skills can benefit not only restaurant managers, but the development of all service industry professionals.