10.1 The Importance of Checklists
First, we should work through the reasons why checklists are so important. Having checklists means that you are able to really decide what should be happening in the different parts of the restaurant to then make sure that things work like clockwork. They can help you to check that a quality product is being offered, that the restaurant is organised, and diners are able to get the actual dining experience that they are right to expect from the restaurant.
A checklist will provide you with a list of tasks that must be done in each area, as well as various procedures that must take place. Being better organised will also help you keep track of whether each part is actually being done or not.
Now, the actual specific points that are included in a checklist can be specific to your restaurant, but they allow you to see a list of everything that has to be done to keep the restaurant running and to
then show your progress throughout the day. It is not acceptable for certain areas to be neglected in favour of others, because it can have an impact on the dining experience for your guests and that is something that cannot be allowed to happen.
Considering how many different things are involved in the running of a restaurant, it is very easy to gloss over certain areas that could ultimately pull the restaurant down.
This is a fast-paced work environment and mistakes can be made, but these checklists will prevent that from happening, which can only be a good thing for both you and the restaurant.
10.2 Where Should Checklists be Used?
There are a number of areas that should have their very own individual checklist, and it is your job as the restaurant manager to keep track of every single one, with every shift.
The areas that should have their own checklists are as follows:
Customer service
Cleaning
Bar
Kitchen
Staff
Purchasing and stock
Opening
Closing
This may sound like a lot of work, but what it shows is how complex a job it is to run a restaurant in an adequate fashion. You must remember that these checklists are intended to make your life easier, by breaking up the various jobs that are under your jurisdiction into distinct areas.
We will go into what is included in the checklists in the next section, but as the manager the main thing is that you create your own plan of action for getting through the different lists. You can allow other staff members to do the initial work, for example the bar manager can complete the bar checklist, but you must still supervise the final list to make sure that everything has indeed been done to your satisfaction.
10.3 What is in a Checklist?
To understand what goes into these checklists we need to offer a summary of each version as an initial guide upon which you can build your own list.
The actual details that appear on them will vary from restaurant to restaurant, depending on what is expected by the owners, local regulations, or even your own personal preference of how to run things. Therefore, feel free to adapt and change these points as you see fit.
10.4 Customer Service Checklist
The main aim of the customer service checklist is to make sure that everything is being done to provide customers with the best possible experience in the restaurant.
This checklist will mainly contain items such as the following:
Tables are cleaned and prepared for the next customer.
Condiments on the table are made available.
Somebody is in place to welcome guests.
Servers are being friendly and welcoming at all times.
Diners are being seated in a timely manner.
The telephone is being answered in a prompt manner.
Customers are being thanked when they leave the restaurant.
If there is a waiting time, ensure that customers are being kept informed.
Any specials are mentioned when the menu is being handed out.
Drink orders arrive within a set time.
Food orders arrive within a set time.
Dishes are cleared quickly and efficiently.
Any food issues are dealt with promptly.
The bill is taken to the table when asked for.
This checklist is intended to make sure that every aspect is covered during the time that the customer is in the restaurant. This may appear to be a lot of extra work for some people, but by keeping on top of it all you will be able to make sure that you provide the best level of customer service possible.
10.5 Cleaning Checklist
Cleanliness and general hygiene is something that is not only extremely important in a restaurant, but it is also the law.
A failure to keep every part of the restaurant clean and hygienic will lead to issues with environmental health as well as customers having a negative experience.
As the restaurant manager, you may not be in direct charge of the cleaning team, but you will have to be sure that every part of the cleaning list has been completed on a daily basis and indeed there will also be updates throughout the day. This is a legal requirement, so never gloss over it.
This checklist will usually contain the following items:
Bathrooms are completely cleaned and checked on a regular basis.
Restaurant floor is cleaned prior to opening and at closing.
Any spillages are cleaned immediately with appropriate signage.
Bar area is cleaned.
Tables are cleaned prior to every use.
Waiting area is kept clean of rubbish.
Chairs are cleaned.
Kitchen cleaning checklist has been completed.
Correct cleaning products are used to sanitise everything.
Windows are kept clean both inside and out.
All fixtures and fittings are kept clean.
Wipe down condiments.
Check the menus to determine how clean they are.
This may sound like a lot of work, but it is worth it all as customers will then see the restaurant as being spotless, which is what you are seeking.
10.6 Bar Checklist
The bar checklist should be the main domain of the bar manager, but as the restaurant manager you still need to oversee everything and make sure that every aspect has been covered.
With this checklist, it should mainly contain the following items:
Check that the entire bar area is clean.
Check that the glasses are all spotless and arranged correctly.
Check that the bar is fully stocked.
Check that the ice has been filled.
Check that slices of lemon or lime have been prepared.
Check that the beer taps are all functioning.
With this checklist, the main aim is to ensure that everything is clean and the bar staff are prepared for customers ordering drinks. This is something that you will need to continually check on throughout your shift to make sure that the bar is running like clockwork.
10.7 Kitchen Checklist
The kitchen checklist is rather extensive, but it is also something that is mainly under the control of the head chef.
However, that does not absolve you from taking an interest in it because as the manager you are responsible for making sure that every aspect of the restaurant is running as smoothly as possible.
In this instance, the checklist will often include the following items:
Daily washing of fryers.
Sanitise every surface.
Clean every grill.
Sanitise every item that has come into contact with meat or cheese.
Food is put into air-tight containers and labelled before being put away.
Floors are swept and cleaned.
Outside of all machines are cleaned.
All grease traps are emptied and cleaned.
All tin foil liners are replaced.
All tables are cleaned.
All utensils are sanitised and kept clean.
Sinks and taps are sanitised.
Grease and oil is disposed of in the correct manner.
Rubbish is emptied.
Every cloth and rag is prepared for the laundry.
Clothing is prepared for laundry.
Ovens cleaned after a set number of days.
Refrigerators are sanitised and cleaned after a set number of days.
Floor drains are flushed clean.
Walls are washed down.
Machines are moved at least once a month to remove grease build up.
Freezers are empty and cleaned at least once a month.
Ceilings are washed down at least once a month.
Check pest traps.
All utensils are sharp and not damaged.
The main aim of this checklist is related to the hygiene of the kitchen, but you can also include items related to the general running of the kitchen when it is dealing with orders. Is the order system working correctly? Is the kitchen communicating well with staff? Is the food getting out on time?
Keeping on top of the kitchen is essential for the satisfactory running of a restaurant and that is why it is undoubtedly in your best interests to keep a good working relationship with the head chef, as you must both work in tandem for the good of the business.
10.8 Staff Checklist
The staff checklist should focus on making sure that everybody is doing their work in the way that they have been trained. With this checklist, it should often contain the following:
Make sure that you have created a staff rota and know who is working and when.
Make sure that each member of staff is dressed accordingly.
Make sure that staff are all assigned to the correct positions.
Make sure that staff have received the correct training.
Make sure staff understand what is required of them in their position.
Check if there are any issues or questions and deal with them accordingly.
The main aim of this checklist is to be absolutely certain that the staff understand what they havebeen hired to do, are good representatives of the brand, and that any issues are dealt with in a prompt and professional manner. You must remember that the staff will be interacting with the customers, so you have to feel confident in their ability to deal with guests and this checklist will help you to come to that conclusion.
10.9 Purchasing and Stock Checklist
One large area that is under your control is stock control and also the purchasing of items.
This is an area that is directly related to the finances of the business, so keeping on top of what is actually in the restaurant can ultimately save money in the long run.
This checklist should primarily include the following items:
Liaise with the chef about food stock and what has to be ordered.
Check the stock levels for the bar.
Check number of glasses.
Check the utensils and determine if anything has to be replaced.
Check tablecloths and condiments.
Check cleaning products and whether any has to be bought.
Check marketing materials that may have to be purchased.
This checklist has to include all items that need to be bought in order for the restaurant to run as a business. These products must be available so that things run as smoothly as possible, because any
disruption to the flow will lead to the business struggling and customers having a negative experience.
10.10 Opening Checklist
Prior to opening the restaurant for the day it is important that you have checked that certain procedures have happened and that everybody is ready for the first guests.
This checklist is extremely important and it will act as your guide to what must be done during your day.
This checklist should include the following:
Make sure that all tables are prepared.
Make sure the bar is prepared.
Make sure the kitchen is prepared.
The staff are ready and understand their roles.
Everything has been cleaned.
You are content that everything has been covered in your checklists.
This checklist is your opportunity to make sure that all of the other checklists have been completed
so that you are indeed ready to open.
10.11 Closing Checklist
It is important to ensure that everything has been done in preparation for the following day.
This checklist is designed to make the following day easier for everybody that works at the restaurant. It should include the following items:
Everything has been cleaned and cleaning checklists are complete.
Cash registers have been emptied and money dealt with accordingly.
Paperwork by you has been filed for the next day.
Rota for the next day has been checked to know who is working and when.
The restaurant is securely closed for the day.
Appropriate lighting is switched off.
Refrigerators and freezers are closed correctly to prevent wastage.
The aim of this checklist is to ensure that the restaurant has been left clean and well prepared for the next day. This will reduce the stress on opening up, although there will still be checks to be made before new guests are allowed to come through the doors.
10.12 Who is in Charge of Which Area?
We previously pointed out that there are certain areas and checklists that should be the domain of certain staff members, being independent experts for their own area.
For example, a chef has been trained in how to make sure that the kitchen is cleaned in the correct way in preparation for the next day. They are also the experts in making sure that the various hygiene laws are being followed to prevent any issues. However, it does not mean that you can just leave it to them. Instead, it is your job to check that every aspect has been covered, as you are the
one that is in control.
Assigning jobs to others never absolves you of doing it yourself. However, you do need to be able to trust those in charge of certain areas as it undoubtedly reduces the stress of dealing with the various requirements that are linked to running a restaurant. These checklists make this entire process so much easier than you could have ever imagined and they must form an integral part of your daily
routine.
Summary of Module
This module has not only focused on the importance of checklists, but also the range of checklists that are required to successfully run a restaurant on a day to day basis. The basics of these lists have been mentioned, but you should create your own versions depending on the specific business you are working in and also what is expected by the owners or senior management.
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