The restaurant business is a client based industry meaning that the business can only continue if clients continue to come. Aside from the food which is obviously a big part of the service, guest will continue to come back if they were treated well. This is why interpersonal communication is so important. Most times a guest will only come in contact with their server and host but communication habits start from the top. If the manager cannot keep up a positive environment behind the scenes he makes it difficult for the server to give the guest proper service and therefore putting the whole restaurant at risk
The Basics: Set a Standard
In order to start effective foundation in any workplace environment you must lay the foundation. Do you want the servers and staff to feel as if it is a strict business environment or a more relaxed and friendly atmosphere? Whatever you feel is most beneficial is where you should start to implement your rules. Everything from how the kitchen should be run to how the hosts greet the guest needs to be laid out so that the staff can know their expectations.
Be Clear
Perhaps the biggest communication mistake one can make is being unclear about their intentions or words. Leaving too much gray room leads to confusion and problems. Ultimately, when something falls through because of a lack of communication or unclear communication, and inevitably it will, the blame cannot fall on the staff it falls on the manager for their poor communication.
There are simple ways to avoid this happening:
1. Be straightforward. Oftentimes beating around the bush can cause things to be misinterpreted and meanings to be misconstrued. If there was a problem come right out and say it in a direct way that allows the other person to save face. This means not attacking the person but attacking the problem in a sense.
2. Come up with nonverbal cues and shorthand’s just for staff. This will not only save time but will also let the staff know that when these basic cues are not being used that they need to pay close attention to what is being said. Examples:
i. 86 brownies= the kitchen is out of brownies and therefore if a customer asks for it make sure you let them know before you ring it in.
ii. (Name of person you are trying to communicate with) may I call?= I need to talk to you are you in the middle of something?
3. Put it in writing. You can never be too careful and it always helps to have something writing as a reference.
Encourage a Positive Work Environment
This is probably the best thing you can do for your servers. Their livelihood depends on tips so when they are focused on the customer and not the rude way a manager or coworker just approached them so they are able to provide the best service to their guest which gives them good tips and keeps the customers coming back.
The easiest way to start and maintain a positive environment is have everyone talk to each other respect. Being blatantly rude is completely intolerable and if an employee feels they have been talked to in an undeserving way the other person should be encouraged to apologize.
A positive work environment also keeps the staff from resenting their job. While they may not be excited everyday due to their own circumstances, work can be a place of escape for them. When the staff knows they will have to walk into a negative environment they will eventually get fed up and leave; having a high turnaround rate is not healthy for a business of any kind and often signals an impending collapse.
Conflict management
Conflict resolution can make or break your restaurant. Whether a guest is unhappy with their food or service or servers are having disagreements, conflict is inevitable and conflict management is a necessary tool for overcoming these problems.
However, effective conflict management will not happen unless the prior steps have taken place. Until the foundation has been laid and there is a culture of clear communication along with a positive work environment conflict resolution will never occur.
In these situations it is most important that you allow the other person to save face even if they are in the wrong. This prevents negativity from invading the situation and still solves the problem. Everyone has a common goal of helping the restaurant succeed so as long as you follow these positive conflict guidelines this goal will be achieved.
With these skills you can run a healthy and effective restaurant environment. It starts with laying the framework and setting the ground rules. From there you can enhance the communications to be clearer and more concise which bring about a positive environment as long as everyone, superior or not, treats each other with respect. When you follow these rules the conflict management will fall into place and the restaurant will thrive.
The Basics: Set a Standard
In order to start effective foundation in any workplace environment you must lay the foundation. Do you want the servers and staff to feel as if it is a strict business environment or a more relaxed and friendly atmosphere? Whatever you feel is most beneficial is where you should start to implement your rules. Everything from how the kitchen should be run to how the hosts greet the guest needs to be laid out so that the staff can know their expectations.
Be Clear
Perhaps the biggest communication mistake one can make is being unclear about their intentions or words. Leaving too much gray room leads to confusion and problems. Ultimately, when something falls through because of a lack of communication or unclear communication, and inevitably it will, the blame cannot fall on the staff it falls on the manager for their poor communication.
There are simple ways to avoid this happening:
1. Be straightforward. Oftentimes beating around the bush can cause things to be misinterpreted and meanings to be misconstrued. If there was a problem come right out and say it in a direct way that allows the other person to save face. This means not attacking the person but attacking the problem in a sense.
2. Come up with nonverbal cues and shorthand’s just for staff. This will not only save time but will also let the staff know that when these basic cues are not being used that they need to pay close attention to what is being said. Examples:
i. 86 brownies= the kitchen is out of brownies and therefore if a customer asks for it make sure you let them know before you ring it in.
ii. (Name of person you are trying to communicate with) may I call?= I need to talk to you are you in the middle of something?
3. Put it in writing. You can never be too careful and it always helps to have something writing as a reference.
Encourage a Positive Work Environment
This is probably the best thing you can do for your servers. Their livelihood depends on tips so when they are focused on the customer and not the rude way a manager or coworker just approached them so they are able to provide the best service to their guest which gives them good tips and keeps the customers coming back.
The easiest way to start and maintain a positive environment is have everyone talk to each other respect. Being blatantly rude is completely intolerable and if an employee feels they have been talked to in an undeserving way the other person should be encouraged to apologize.
A positive work environment also keeps the staff from resenting their job. While they may not be excited everyday due to their own circumstances, work can be a place of escape for them. When the staff knows they will have to walk into a negative environment they will eventually get fed up and leave; having a high turnaround rate is not healthy for a business of any kind and often signals an impending collapse.
Conflict management
Conflict resolution can make or break your restaurant. Whether a guest is unhappy with their food or service or servers are having disagreements, conflict is inevitable and conflict management is a necessary tool for overcoming these problems.
However, effective conflict management will not happen unless the prior steps have taken place. Until the foundation has been laid and there is a culture of clear communication along with a positive work environment conflict resolution will never occur.
In these situations it is most important that you allow the other person to save face even if they are in the wrong. This prevents negativity from invading the situation and still solves the problem. Everyone has a common goal of helping the restaurant succeed so as long as you follow these positive conflict guidelines this goal will be achieved.
With these skills you can run a healthy and effective restaurant environment. It starts with laying the framework and setting the ground rules. From there you can enhance the communications to be clearer and more concise which bring about a positive environment as long as everyone, superior or not, treats each other with respect. When you follow these rules the conflict management will fall into place and the restaurant will thrive.