There are certain days of the year in which restaurants know that they are going to be slammed with guests. New Years, Valentines day, Mother’s day are prime examples of occasions where restaurants can expect to be overwhelmed and for things to go wrong.
After surviving one of these occasions, management should take a quick assessment from the whole staff to get feedback on what worked and what didn’t work. The key is to prepare your staff for a formal yet accessible assessment.
Google Forms is a great tool for distributing routine assessments among your staff. The questions should be clear, open ended, and routine. If your staff gets in the habit of answering these questions on a regular basis, their perspective will shift. Rather than feeling powerless to remedy common sources of frustration, they’ll approach tricky situations with the knowledge that they have the power to prompt better practices. Further, they will be particularly attentive to the details of difficult incidents, knowing they will be expected to make a formal report.
Set aside time after the Thanksgiving rush to implement this protocol into your restaurant’s workflow. You will be surprised by the benefits you will reap from identifying problem areas to empowering your staff.
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