A Restaurant Manager is usually seen in the action only when there is a conflict between the customers and the staff members regarding the poor quality of the food or if there is any wrong order.
However, the role of a restaurant manager is much more than solving conflicts. For most of the restaurants, the restaurant manager is the face of the restaurant that is performing a lot of behind the scenes functions to ensure that the restaurant is running smoothly. Restaurant managers ensure that restaurants operate efficiently and profitably while maintaining their reputation and ethos along. Read the do’s and don’ts of a good restaurant manager here.
Key Skills a Restaurant Manager Should Possess
A restaurant manager should possess multiple professional as well interpersonal skills to oversee the restaurant operations.The restaurant manager in a sense is the leader of a team of professionals and like any company manager must have leadership qualities. Thus his skills must include-
- Great Communication Skills
- Prompt Decision Making
- Team Management
- Conflict Resolution
- Handling Customers Reviews effectively
- Empathetic and Understanding by Nature
- Fair and Just
- Convincing and Inspirational for employees under him
- Optimistic and Positive
- Ability to read situations and act accordingly
Essential Restaurant Manager Duties
There are a number of duties that have to be performed by a restaurant manager in the day to day business of running a restaurant. In this article, we will be discussing the major restaurant manager duties and responsibilities.
1. Ensuring Best Customer Service
The most important role of a restaurant manager is that managers should effectively coordinate activities between the back and front house for delivering superior quality of customer experience.
The one field where any restaurant manager has to excel is in being successful in giving the customers an excellent guest experience.
- It is the duty of the manager to check that enough staff is available in the service area so that customers don’t have to wait unnecessarily. As soon as any customer enters the restaurant, the manager should ensure that he/she should be greeted with a smile by him.
- If any customer is unhappy with their meal, it lies on the manager’s line to resolve the issue on an immediate basis. For this, he should be able to train his staff members in a way that whoever comes to the restaurant shall have an unforgettable experience.
- It is the restaurant manager’s duty to serve as the primary point of contact for the customers for any service issue.
- The manager also has to look after customer’s complaints and suggestions.
A number of times when there is a conflict between the customers and the staff, no matter how unreasonable the customer is, the manager should be equipped with the patience and expertise to be able to deal with any issue swiftly and avoid future conflicting situations.
In case the situation is uncontrollable, it lies as the restaurant’s manager duty to deal with this cleverly and ask the guest to clear the dues and leave the premises.
At the end of the day, the aim of the business is to give excellent customer satisfaction so that the customer will return again. More authority should be given to the restaurant manager for overseeing the details of the restaurant which will allow the owner to only focus on tasks which are extremely important.
2. Management of Vendors, Inventory, and Equipment
Placing orders for food, equipment, and supplies may fall under a restaurant manager’s purview. The job description of restaurant managers also includes tracking food costs and raising menu prices when necessary.
(i) Vendor Management
The responsibility of identifying vendors with the best services and raw materials fall on the shoulders of the manager. It is always better to assess multiple vendors before finalizing for the restaurant, as the quality and price of the raw materials affect the food service and the Food Costs. While deciding the vendor, the following points should be considered-
- Credit Period
- Timely Delivery.
Read in detail how to choose the right vendor for your restaurant here.
(ii) Inventory Management
The restaurant manager should keep a check on the inventory and make sure that they are regularly itemized, counted and replenished. He should also supervise the Purchasing and Receiving of the stock items. The restaurant manager should create a Purchase Order based on the stock requirements of the restaurant. The Purchase Order should include all the specifications such as Product Name, Number of Units, Standard Grade, Weight/Size, etc. Another thing that falls under the duty of the Restaurant Manager is to supervise the Storage of the inventory items. The items should have proper storage, and a separate area for storing dry, refrigerated, and frozen goods.
(iii) Equipment Management
It is also the duty of the Restaurant Manager to look after the maintenance and repair of the restaurant’s equipment. When there is a need for replacement, placing orders for equipment and its installation also falls on the manager’s shoulder.
3. Accomplishing Restaurant’s Human Resource Objectives
It is the duty of the restaurant manager to perform the Human Resource functions which include hiring, selecting, training, planning, monitoring, appraising, reviewing job contributions, planning and reviewing compensation actions, and enforcing policies and procedures among the staff. A Restaurant Manager should make the weekly schedule for employees making sure all shifts are covered.
Staff Hiring – First the manager has to reach out to various portals on which they could announce that their restaurant is hiring with the specific job profile for the various positions. The candidates are then shortlisted for the various rounds of interviews that have to be conducted by the managers and the final round has to be undertaken by the Managing Director of the restaurant.
Staff Training- The induction program has to be conducted by the manager post-hiring where the restaurant’s profile and work guidelines are shared in details. Then the training of the selected candidates starts for a particular time period as decided by the restaurant’s terms and conditions.
Employee Assessment- Assessing the restaurant employees’ performance is also an integral part of the Restaurant Manager duties. The manager should assign specific tasks to each of the employees for clarity.
Enforcing Policies- The Restaurant Manager should also ensure the restaurant’s HR policies are in place and are implemented.
In a fast-paced moving restaurant, usually, when there is a larger team, there is a possibility that conflicts might arise. But it is very important that these conflicts are dealt immediately after negotiations from both sides of the parties. So in such a scenario, the role of a restaurant manager is also to mediate and resolve employee conflicts by listening to the story of both the sides.
4. Doing the Marketing of Your Restaurant Right
Marketing is integral to the success of any restaurant, thus it is also the responsibility of the restaurant manager to ensure all marketing activities are carried out well. The manager needs to decide on the platforms which can be used for the advertisement of the restaurants. If there is already a marketing team in place, the manager should time to time have a meeting with them and decide upon new ideas for promoting the restaurant.
(i) Online Marketing
Online Marketing is one of their restaurant on social media channels such as Facebook. The manager should also run Loyalty Programs or promotional SMS and email campaigns. Learn more about running a successful SMS and email campaign here and here.
The manager should be well aware of both what attracts their target customers and what might bring in a bad review for the restaurant.
(ii) Offline Marketing
A lot of times restaurants also screen live events along with other services. In such a case, it becomes a responsibility of the manager of scheduling the events and coordinating with the staff to execute it. When restaurants are planning for a live screening of events the manager has to make sure
that the equipment that is required is in place. The special menu or the drinks have to be pre-decided for the event and prepared accordingly.
Also if any restaurant organizes live competition like best dish or likewise on a wide scale, the major concern has to be security. For example, in Molecule Air Bar when there is any live competition happening like Cook to Chef Competition, the manager looks after that the security executives are placed wisely to keep a close tab on every area of the restaurant. It is the duty of the manager to also ensure that if any mishap takes place the security staff informs the administration without any delay and further deal with the trouble patiently and swiftly.
5. Planning the Menu
Another duty of a Restaurant Manager is to plan out the menu for the restaurant after consulting with your executive chef depending on the food choices of your target audience. The manager should be smart enough to do a prior estimation of food costs and the profits that would come out of it.
The manager should focus on the following area while deciding upon the menu:
- Position your best dishes in a smart way.
- Try to create something special in your menu.
- Keep the language of the menu simple.
- The manager also needs to be aware and flexible enough to update the menu when needed.
6) Ensuring Health and Safety Standards
Ensuring the restaurant complies with the health and safety laws is one of the major roles of a restaurant manager. The manager should make certain that the restaurant follows the health and safety guidelines issued by the FSSAI. Read more about the Food and Safety Guidelines all restaurants should follow here.
The manager is responsible for overseeing the order and cleanliness of the dining areas, kitchen areas, and restrooms so that the restaurant is not in violation of any kind of health and safety regulations.
7) Managing Budget and Keeping Costs under Control
A number of times, Budgeting is often the overlooked as the part of restaurant management. A budget is a financial plan designed to forecast the sales your restaurant can achieve and the expenses required achieving those sales. It is the duty of the manager to keep a daily or weekly tracking of the expenses to keep the costs under control. The manager should also come up with ways to effectively manage the restaurant’s budget and accordingly keep the restaurant costs under control.
Few ways in which the manager can keep the costs in control are:
- Tracking and Managing Inventory to Control Food Costs.
- Purchasing Raw Materials on Credit to Reduce Costs
- Controlling Labor Costs by Reducing Employee Turnover
- Restaurant Cost Control through Yield Management
A lot of responsibilities lie on the restaurant manager’s shoulders for the efficient and smooth restaurant functioning. For a restaurant manager to be successful, he needs to be able to communicate effectively and handle problems swiftly.
All the above-mentioned duties along with the opening and closing checklists should be followed to avoid any kind of kind of difficulty and complications in the operations of the restaurant. Overall, a Restaurant Manager’s duties include overseeing the operations for the smooth functioning of the restaurant.