Being a restaurant manager encompasses a number of different roles that ultimately lead to the smooth running of the restaurant in every single capacity.
They are often seen as being the captain that steers the ship throughout the evening, making sure that everybody that works in the restaurant is doing so in an efficient manner that ultimately provides the best possible experience to the customers. However, the exact ins and outs and what is expected of you may vary slightly from restaurant to restaurant, in accordance with what the owner's intentions are on an individual basis.
The role of the restaurant manager means that there is a need to have a firm understanding of the entire industry and the problem is that it also covers different aspects that most people have never thought of. If you thought that it was just about making sure that the staff are working well and that the customers are happy, then think again.
The restaurant manager has to contend with a number of different aspects of the business and we need to examine the variety of roles that are covered throughout the restaurant. To begin with, we will focus on the general business activities that are left in the hands of the manager.
2.2 The Business Side of the Restaurant
When it comes to the business side of the restaurant, the manager is often responsible for a wide range of activities and issues.
Indeed, in a number of instances, they would be expected to deal with areas that include:
Being responsible for the overall performance of the restaurant. Working on sales levels and increasing the profit. Spending time on marketing of the restaurant and studying the impact. Being in control of reports showing the business it has generated. Creating staff rotas and even food reports. Creating plans for the advancement of the restaurant. Planning and then co-ordinating the menus.Talking to senior management about areas that can be improved upon.
Some of these roles get to the actual core of the restaurant and a manager is often responsible for trying to drive the restaurant forward. There may be a marketing team, but it is the responsibility of the manager to determine if those marketing strategies are actually working or not.
They are the people that are the first ones to see if the number of customers that are coming through the door has actually increased. They are the ones that have instant access to feedback from customers, as to what things are working well and which things need to be improved.
They are the ones that need to be able to interpret the information and figures that have been generated by the business to then present them to the owners or senior management in a format that allows people to make decisions as to how they can push the restaurant forward.
2.3 Understanding Reports
We mentioned in the bullet points that this part of the business covers various reports, so it is fair to say that there is a need for a restaurant manager to have quite an analytical mind. The problem is that they do cover various aspects of the business from performance reports, to studying the food, income and expenditure of the restaurant, and projections going forward.This will be easier if you have a background in business, but it is still possible for those without this experience to progress in the restaurant industry. Instead, a willingness to get to grips with the facts and figures is actually more essential as is the willingness to learn the ropes with each individual restaurant.
The problem with this part of the business is that it is often one that people that are looking at entering the restaurant trade as a manager overlook, as they are fixated on dealing with the front-of- house. However, a failure to get to grips with the business part will inevitably lead to issues with the restaurant in general, so coming to terms with this will lead to a restaurant that performs better, leading to an improved working atmosphere.
2.4 Getting To Grips with The Business
Anybody that wishes to become a restaurant manager should be aware of the fact that they are the individual that the owner or senior management will always refer to for updates on the performance of the business. This, in turn, means that it is essential for you to have the ability to understand those sales figures, so basic business knowledge has to be something that you possess.
It is left in your hands to identify when the business is performing well or particular areas where it is struggling. You are responsible for looking at which days are busy and those that are quieter and then suggesting ways in which those poor times can be boosted.
As you are dealing with the restaurant on a day to day basis, it means that you are best placed to make suggestions according to what you personally witness while working. You are the one that sees how current marketing plans are performing. You are the one that knows if there is a need to push more bar sales or desserts in accordance with their sales figures. Is there a way that you can even sell more tea and coffee for after meals? Even that can result in a marked increase in profit margins.
This is something that you not only need to understand, but also something that you have the answers to whenever you are quizzed by senior management or the owners. Ultimately, it means
that you have to be organised in your approach to work and to also keep on top of the figures on a regular basis. The ability to deal with paperwork is key; it will help you to run the restaurant more smoothly as a direct result.
So, to sum up the role of the restaurant manager with the business aspect:
You need to be able to handle paperwork.
You need to be able to deal with figures and understand them.
Keep on top of sales and how well marketing approaches are doing.
You need to have a creative mind for coming up with effective plans.
You must interact with other key staff members for their feedback.
You must be able to identify ways to boost profits.
You must be able to relay everything back to owners or senior management.
2.5 The Front-of-House Roles
The front-of-house aspect is obviously going to be the one area which is most visible to other staff members as well as the general public.
There are a number of different roles that are generally assigned to a restaurant manager and they include the following:
Being responsible for co-ordinating the workforce during the shift.
Being able to manage the staff accordingly.
Dealing with customer complaints in a professional and friendly manner.
Making sure that staff members adhere to the rules with their uniform.
Dealing with reservations and meeting and greeting customers.
Dispensing advice to customers on food and wine on the menu.
Recruiting new staff.
Motivating staff.
Reprimanding staff if required.
Supervising the work of everybody in the restaurant.
This is a role that can have a major impact on the business as a whole. It is your responsibility to make sure that the staff members are acting the way they should and to then take action when this is not the case. To be an effective manager you must be able to deal with people and to also maintain a sense of authority over other members of staff. It is your job to gain respect through your people skills because the ability to manage people in an effective way makes the job a lot easier for everybody.
Gaining respect is not about being strict, but rather the ability to listen to people, but also being forceful when required to get them to do the job that they have been hired to do.
This part of the job will involve you having to reprimand staff or picking them up on various faults, so a strong character is essential as that is the only way in which this can be handled. You need to understand the laws regarding dealing with staff to make sure that you always come down on the correct side of the law, as this prevents any further issues. It is also important that you have the ability to reprimand people in the correct way. Dealing with a minor issue in an over the top manner will serve no purpose at all and can lead to the morale of the staff dropping and this, in turn, can have a negative impact on the restaurant as a whole.
Dealing with customer complaints is also going to play an important role as it is your opportunity to make sure that they do indeed keep coming back, but only if you can handle their issue in a professional manner. Often, you will find that customers are not willing to listen to what a general member of staff has to say on a matter and will only have some respect for a manager. You must also have a clear understanding of what you can do when faced with a complaint to allow you to then resolve things in a satisfactory manner.
Front-of-house means it is visible to the customers and, as a result, you need to be professional at all times.
The ability to be disciplined both on a personal level, as well as being disciplined toward members of staff to keep them in line, is something that you learn with time and experience. However, the ability to deal with the general public is something that is best if it comes naturally.
So, when it comes to your front-of-house roles it is important that you are aware of the following:
You must understand the concept of managing staff in the public eye.
You must be able to hire and fire people for the good of the restaurant.
You must be a people person to deal with both staff and customers.
You must be able to appear friendly and welcoming.
You need to be able to keep a calm head when dealing with an issue.
You must be a motivator to keep staff on your side.
When it comes to the roles of a restaurant manager in this part of the business, so much of it is to do with your personality rather than an intricate understanding of the actual business side of the ,industry.
2.6 General Housekeeping
The final area that comes under the command of the restaurant manager is classed as general housekeeping.
These are roles that just help the restaurant to tick over better and to be a pleasant place to visit. With this area, there are fewer roles that are strictly the domain of the manager and indeed some are shared with other members of staff.
However, the key roles to be aware of include the following:
Keeping on top of the general hygiene in the restaurant.
Keeping on top of stock control in the restaurant.
Understanding health and safety and making sure people adhere to it.
Checking stock levels.
Ordering supplies when required.
Dealing with cash drawers.
Making sure petty cash is available.
Dealing with sales agents when required.
With this part of the business it really is about making sure that different areas of the restaurant meet their legal requirements in order to prevent any major issues developing that could endanger the entire business.
It is also readily apparent that the manager must have a good grip on sales projections to help with the ordering of stock, but that is where there has to be a good relationship with the head chef as that is also an area where they must also play a role. Together, there is the ability to make sure that the correct amount of stock is ordered to not only increase profit margins, but to also avoid wastingcash on excess food that simply goes out of date.
A restaurant manager must understand a variety of rules and regulations when it comes to the general upkeep of the establishment. While they may not be the one that actually deals with the hygiene aspect, there is no doubt that there is a need to understand what is seen as being required by law and also what is expected by customers.
Making sure that the correct cleaning schedule or stock control procedures are in place will not only reduce the chances of any issues developing, but also lead to the restaurant running more smoothly in general.
Of course, this is a legal requirement as well and it is up to you as the restaurant manager to understand those legal issues, but we will cover that in its own module later on in the course.
So, with the general housekeeping, your roles mean that you need to be able to do the following:
Decipher the rules and regulations and apply them.
Keep on top of rotas.
Understand the importance of stock control and rotation.
Keep on top of the cash flow situation within the business.
Enforce people to follow certain rules.
This aspect of your role as a restaurant manager is, therefore, more to do with paperwork and understanding specific rules and how to then implement them. This part is less hands-on than the business side and front-of-house, but that is not to say that it is any less important. In actual fact, considering it deals with parts of the business which, if left unattended, could lead to the forced closure of the restaurant it is fair to say that it is more important than you think.
Summary of Module
With this module, the aim has been to introduce you to the wide range of roles that are covered by the position of the restaurant manager. It is clear that the individual that wishes to work within this particular industry must have a good general knowledge of the inner workings of a restaurant and what is required in order to make it a success.
An ability to work with people, understand sales figures, understand marketing, and the ability to deal with customers including those that are not pleased is also essential and being able to contend with all of these areas will eventually lead to an individual that is capable of becoming a good restaurant manager.
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