10 JULY 2019


Write Down Your Standards

Whatever method you use will work better if you know what you want from your crew. For example:

  • How fast do you want tables cleared?
  • If someone waits at the bar for a table, how should staff transfer the bar tab?
  • How should wait staff upsell customers on appetizers or desserts?
  • Are tattoos appropriate? Facial piercings? What hair styles are OK? 

Whatever you decide on, write it down. A good employee manual saves you having to explain the same point 20 times to 20 different staffers. It gives them confidence they’re doing the right thing. It also makes it easier for you to judge employees’ performance, as you have your metrics written down.

Don’t Stop Training

Even after your employees are proficient at their jobs, you may need to schedule regular training sessions. It’s not just about keeping their skills sharp: menus change, daily specials change and the layout or tone of your establishment may change too. Training keeps your employees current.

Pay Attention to Complaints and Mistakes

When customers complain about the staff, pay attention. If a server made a random mistake, that’s one thing; if it’s a sign the person needs more training, arrange it. Even good employees may need practice with uncommon situations to keep them at the top of their game.