“Table Touching” is a phrase used to describe the action of interacting with guests, at their table. Most companies try to impose minimum standards, such as 40% or 80% of guests should speak with a manager. However, I have found that making this a requirement feels intimidating to some managers. Also, I can pull up a chair at one table, talk with my guests for a moment or two, and then briefly say “hello”, to surrounding tables as I make my way to the next dining room. This is just as effective a technique, and doesn’t require as much time.

When I’m asked what I do for a living, my most common response is “I’m paid to hang out with people all day”.

When you cut right down to the most basic part of a Manager’s job description, that’s it. Hang out with people. By ensuring your business is running smoothly, and your staff is on-point, you can easily spend half of your shift interacting with your guests, staff and vendors. Get to know them, let them get to know you. Sixty seconds at one table today will almost certainly lead to returning guests.

Now, I understand that for a large portion of managers this is a scary thought. Afterall, if a guest has something to complain about, it’s you who will take the brunt of their frustrations. However, if you’re aware of your operations, and potential issues at all times, you’ll be able to anticipate the majority of issues that may come up with your guests.

For example, if you have a new fry cook on the line, and you notice a young man with chicken and waffles in front of him, you could approach the table and ask how they came out. No matter what the response is, you will be prepared with a response;

Manager: “How’d that Chicken and Waffles come out?”

Guest: “Just as good as always! Thanks for asking.”

Manager: “No problem! We’re breaking in a new fry cook this week, and I didn’t catch that plate before it left the kitchen. Wanted to make sure she’s catching on. Enjoy your breakfast.”

Or…

Manager: “How’d that Chicken and Waffles come out?”

Guest: “Honestly, the chicken seems a little overcooked, but it’s alright.”

Manager: “I’m so sorry to hear that. We are breaking in a new fry cook this week, and I didn’t catch your plate before it left the kitchen. Let me have her make you a new order.”

Guest: “Thanks so much.”

You see, if you can anticipate potential issues, and jump in front of them, your guest will not get to the point of frustration. Additionally, replacing a sub-par order without the guest asking for it speaks volume to your personal interest in the quality of the food you serve, and their experience within your four walls.

In the instances when you are informed that a guest has complained about something, get as much information from the server as possible so that you can calculate a response on your way to the table.

On more than one occasion, in my first year with this company, we had complaints about the New York Strip. Our broiler cook was not the best, and cared very little about quality. Needless to say, he is no longer working for us. By the third complaint, I had devised what I considered to be the perfect response.

I would humbly approach the table, pulling an empty chair from a nearby table, and sit down with the guest. Immediately I would open with “So I hear we can’t cook a steak tonight”. Every single time, the guest’s body language turned from frustration to humor. The guest would let me know how they asked for the steak to be prepared, and show me how it was served. Once they made it through their story, I would apologize and let them know that the kitchen is already preparing another steak for them. I also make a point to thank them for their feedback, as it helps us in developing our staff.

Being a manager who truly listens, and responds with empathy and concern is absolutely necessary in this industry. If you are not already that manager, set a goal to develop your skills in that direction. Faking it doesn’t work. Your guests will see right through it.

Maintain a high level of awareness of your daily operations, staff, and product quality. Anticipate any potential issues, and be prepared to handle them. And most importantly, TOUCH THAT TABLE! Getting to know your guests, and being available to them will absolutely help you to grow a business of returning guests, and eliminate a multitude of issues.

Work smarter, not harder.

As we work toward whatever is at the end of this pandemic, it has become very clear that we will continue to rely heavily on delivery services to keep our businesses going.

Although our patience has been tested quite extensively over the past twelve months, as third party services have hurriedly attempted to keep up with the growing demand for deliveries, we have to come to terms with the fact that our business relationships with these companies will be vital to our success moving forward.

Door Dash is the primary service provider for my restaurant, so I will focus on their services.

Before the initial shut down, we had one Door Dash tablet, which would alert us when orders came in. At that time, it was a very small part of our business, so many of our employees did not take the time to become familiar with the correct procedures for these type of orders. As the volume of delivery orders rapidly increased, and we eventually added three more tablets for various services, the need to have established procedures was undeniable.

The increase of orders quickly became overwhelming to those team members who hadn’t previously taken the training seriously.

As the primary manager for dinner service, with little-to-no staff, I had to establish a procedure that fit squarely into our workflow, and maintained a high level of service. Procedures also had to be easy to execute for returning staff.

So, through a bit of trial and error, I came up with a workable system.

My routine begins with setting up the EXPO line for dinner service as soon as I arrive. I bring a two-shelf rolling cart from the kitchen, and set it up at the end of the line. I stock take-away cutlery, napkins, condiments and such right on the line. I make sure I’ve got desserts pre-packed and ready to grab when needed. And I bake bread, of course, so that everyone gets their free bread!

Once I have everything set up, I can rest easy. As the orders start coming in, from all four tablets as well as our own online and telephone orders, I take them one at a time, but move very quickly when they begin to pile up. As soon as an order comes in, I confirm it with an appropriate time.

The default times in the third party apps are often impractical during the dinner rush. If you do not know how to adjust the order time, please take the time to learn. And be aware that if you do not confirm the order, the system assumes the default time they list in their app is accurate, and the assigned driver will show up at that time.

When an order comes in, I print the ticket and staple it to a bag, which I open up and place on my cart. If the ticket is stapled to the right side, it’s pre-paid; left side if the order needs to be paid for at pick-up. Once the order is complete, I staple the bag closed and place the appropriate sticker on the bag, indicating it is ready to go.

These little steps make a significant difference in the ease at which other team members can jump in and help when needed.

Go easy on the drivers!

Drivers can get very frustrated when they have to wait for an order, as they are not paid hourly. They earn money based on the number of orders they are able to deliver. More often than not, if they do have to wait, it is because there was a breakdown in communication.

So please, confirm your orders quickly, use appropriate times, and understand what the driver is dealing with. Be professional and be kind.

Every aspect of our industry, and so many others, has had to scramble to survive the fluid waters created by the lockdowns and stay-at-home orders.

Adaptation is the first step in evolving into what your company will be as we establish “new normal” business practices. Stop chasing it. Get right out in front of it and take control.

You’ve got this!

It is very common for leaders to believe they have to hide their frustrations and struggles from their team, particularly in the hospitality industry. I disagree with this thinking.

Yes. You should always maintain your composure, and keep it professional. However, when your team sees that you are working hard, using both hands so-to-speak, and facing the same challenges that they are, they will be more likely to step up and help.

Beginning with my very first management position, at the tender age of 17, I have always been a leader who refuses to ask someone to perform a task that I am not willing to perform myself.

Anyone who has ever been on my team has seen me take out the trash, clean the restrooms, mop the floors, and even take a verbal assault from a guest without breaking down.

The company I am currently working for had a nine-week, in depth training program, in which I had to become an expert at every job within our four walls before I received my certification. With three offers on the table, the training program is what sold me on this company.

Not only does being knowledgeable about every aspect of the business make you a more effective leader, but it also invites your team closer to you as a person, allowing trust to grow. When one of my employees gets overwhelmed, they don’t think twice before asking for my help. They know I will do whatever needs to be done to keep the business running smoothly.

Be this kind of leader.

Although everyone has heard the term “lead by example”, there are an overwhelming number of leaders who do not understand what those words mean.

Can you think of an example in which you truly lead by example, and witnessed the benefit it had on your team?

Have you taken the time to check in with your staff?

These are crazy times for all of us, and we each have our own challenges to face in our personal lives. Your staff is an essential part of the success of your business, so it is vital that you stay in-tune with each member of your team.

They may need something from you, but aren’t comfortable asking.

Perhaps one of your servers is struggling to balance their child’s virtual learning with their current work schedule. Adjusting the schedule is easy enough, if you have proper staff. I have found, in my restaurant, that the team is very understanding of each others needs, and typically I will get volunteers to swap shifts when needed.

They may not be clear on operational changes, or COVID safety procedures. Not everyone will read the State Guidelines, though we are required to have them posted. It is very important that you take the time to review the current regulations, and your specific policies to maintain compliance, with your staff. Emphasize the need to keep the employees and guests safe.

Again, they need to feel safe and comfortable when they are at work. Insecurities in your job can be a huge roadblock for performing at your best, so lets just squash those feelings, and help our teams succeed!

Ensuring your staff feels comfortable and safe is the best way to create loyal employees, who will be just as invested in your success as you are. Many companies have an “Open Door” policy, but don’t actually utilize it for all it can be. Employees who can openly ask questions, will in turn have the correct information to give guests and co-workers. Additionally, you are more likely to get feedback from guests if they can see your staff is comfortable with you.

More so than ever before, this is not a time when you want false information floating around within the four walls of your business. Whatever your staff knows as fact becomes fact to your guests, whether you want them talking about it or not. Be clear, and be kind.

Everyone stay safe, and be resilient! We will all get through this.

Amidst a pandemic, particularly in the United States, being a Restaurant Manager has provided a series of character building experiences.

Those of us that have survived thus far continue to face new challenges daily, as ever-changing Stay-at-Home Orders and Lockdowns limit the scope of our businesses, and our ability to provide service in our communities.

As we muddle through these uncharted waters, we are forced to refocus our efforts daily, creating new ways to ‘stay in the ring’, so to speak. Some brands have focused primarily on marketing, while others have stripped down the staff, leaving only managers and cooks to run the business. Lighted tents brighten parking lots in shopping centers, and makeshift drive-thru spaces have become popular.

Whatever efforts we are making to drive traffic, in whatever capacity we are allowed to do so, we can not lose sight of what always brings our guests back; Excellent Customer Service.

Before you head to work today, think for a moment about what the people in your particular community are going through in their daily lives.

Is there a stay-at-home order in place?

Are children attending school in their bedrooms, on laptops?

Are grandparents missing their grandchildren, having had their first Christmas without them?

Tensions are high, depression is sweeping the nation, and the uncertainty of what’s at the other end of this is overwhelming to us all.

So what can you do, as a Restaurant Manager, to provide a brief moment of joy?

The simplest act of kindness goes such a long way. In some cases, going out to pick up take-out food is the only time your guest may leave the house. Human interaction is very limited right now for the large majority. When they do go out, if it isn’t a pleasant experience, they will not be returning. On the flip side, if you can make a stressed out mother, whose four children are learning virtually, laugh out loud, or unload her day, she will definitely be back!

In my restaurant, I have started including bread and butter in every take-out order. I can not adequately describe the level of gratitude I witness, time and again, when I tell a guest “We put some bread and butter in there for you as well”.

The “complimentary bread basket” is something we offer guests who dine with us, though the company chose to change the policy so that it was only provided upon request. The policy change was well before the pandemic struck, and has not been revised.

Fortunately, I am given the freedom to run my shifts as I see fit, so long as it suits the interest of the business.

So, free bread it is!!