Singapore is notorious for its subpar level of service in the retail and F&B industry. An “excuse me. May I know if this dish is gluten-free?” will probably be met with an “I-don’t-know” and a sheepish smile. End of story. Maybe you asked if the broccolicould be replaced and you may just get a blank (or sometimes sullen) stare.
It does not matter how yummy your food is or if the restaurant has a cool vibe. If your restaurant staff is not friendly and competent, customers are not likely to come back, unless they love to pay to subject themselves to appalling service. Many restaurant owners start their own business as they like cooking up a storm or want to be their own boss. However, not many realize the importance of the HR component in running a restaurant. Inspiring the best from your staff is as critical to a restaurant’s success, as delicious food and great atmosphere.
Here are some tips for bringing out the best in your restaurant staff.
- Walk the Talk
As the owner of a restaurant, you are incharge. And whether you like it or not, you are giving your staff permission to act as you do. If you come into work in bad mood and treat people poorly, guess how your staff is going to act? On the other hand, if you come into work with a smile and a good attitude, it’s likely your staff will model that behavior. Stop bad-mouthing the cheap skate customer who is always asking for extra cheese, in front of your staff.
- Empower your wait staff
The wait staff is the front line of your restaurant. They deal with unhappy customers, even if the problem is not created by them. If the kitchen sends out a deflated soufflé and the customer’s face becomes equally deflated, guess whose tip is going to suffer? Not the chef or line cook. By keeping customers happy, you are also going to keep your staff happy. The next time a customer complains, authorize your wait staff to offer a freebie, like a soup or a dessert on the house.
- Conduct effective staff meetings
No one likes long, boring meetings. Resentful faces abound when meetings overrun and get off topic. Make it a habit to be effective and end meeting on time. Get the points across. Highlight issues and things that need to be done. Leave the chit-chats to another time. Do not use such meetings to shame your staff, address only the issues. Chide only in private, when necessary. Set the tone to conduct an efficient and effective meeting, so others will know that their time is not wasted
- Compensate and incentivize your staff properly
The service jobs in Singapore are often seen as low-paying, with no prospect. This does not necessarily have to be the case. Even in the competitive local F&B market, it is important to offer good pay, other incentives (performance bonuses, profit sharing etc) and benefits to retain and motivate your staff in the long run. Non-monetary incentives like giving away movie tickets, presents on their birthdays or an extra day off for good performance will very likely elicit a smile.
- Respect all staff.
Restaurants have hierarchies, from the manager to the dishwasher. We know the chef is always yelling at everyone. Every person on your staff is integral to the day-to-day operations and overall success. Be sure that you are respectful to everyone.
- Address issues quickly.
Conflicts between staff are inevitable. Someone does not think it is fair he does not get a Friday night off when Alexandre (seen as the boss’ blue-eye boy) is almost always off on Friday. Whatever the issue, address it sooner than later, so it does not create problems and affect working relationships.
- Get to know your staff.
Why does Peter always come in with black eyes in the morning recently? Oh, he is a new daddy. Linda gets really animated at the mere mention of Hello Kitty. Your staff is more than just a cook, a server, a dishwasher. Getting to know them shows that the boss cares more than just making sure that the cutlery is properly polished. Appreciated staff equals to happy staff and this translate to happy customers.
- Have fun at work. Create a conducive work environment.
Running a restaurant business is serious stuff. But that does not mean you put on a severe face while doing it. Encourage staff to joke and banter (appropriately) with the customer. A Customer having a bad day may just appreciate it.
- Value your staff’s feedback.
Ask for suggestions for ways to improve your restaurant. They can be about the menu, promotional ideas, colors for the new chairs. Is the one-for-one weekday promotion working? How are customers responding to the new curry shrimp pasta? Set up a process- it can be as simple as suggestion box – and review the suggestions once a week. Your staff may have great ideas.
- Just say Thank You.
This is probably the easiest thing you can do. Be liberal and sincere with your thank yous, to show staff that you truly appreciate the tough work they do.