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Over the years, this magazine and website have provided hundreds of how-to articles to help our readers learn about and understand the systems employed by successful operators. Considering that 60-80% of your business comes from repeat customers; it's paramount that you meet or exceed your guests' expectations over and over.
In this article, we're assuming you're starting from scratch and that you have no real management systems in place. Once you've completed this 90-day crash course for systems implementation you'll be ready to start tackling more advanced management systems. The very first thing you need to do is to make a commitment that you and your managers will incorporate daily, weekly and periodic routines into the day-to-day management of your restaurant. Alternatively, several companies have created restaurant industry specific versions that allow operators to record daily sales, weather, and notes to each other.
Regardless of whether you employ ten people or a hundred, each one must be held accountable for their job performance. Use your meeting times wisely and keep agendas simple, limiting meetings to one or two hours. Now that your management team is assembled to meet weekly, and each member has a specific area of accountability, you're ready to start tackling task-oriented objectives such as the creation of forms, manuals, and checklists.
Once the initial manager's checklists are complete your team can begin working on checklists for each job position in the restaurant.
One more thing, be prepared to modify your checklists as you add more systems and controls. Establishing an all-encompassing customer service policy will be a work-in-progress project that should be done in phases. Greeting Policy -- It doesn't matter if you are a full-service dinner house, fast-food burger joint, or a family pizza parlor; making sure your guests feel welcomed as soon as they walk through your doors is a must.
Ticket Time Guidelines -- Regardless of service style, your restaurant should establish service time benchmarks for each of the kitchen service order steps (appetizer, salad, entrée, and dessert service). Handling Guest Complaints -- No matter how good your restaurant is, you're going to experience complaints from time to time.
Gaining the maximum effectiveness from your DSR entails a two-step process wherein the revenue (sales) side of the equation is generated at the cash register or POS level, and the settlement (receipts) side is based on actual receipts. Most POS systems have built-in sales reports that give an accounting of recorded sales and receipts; however, all too often operators fail to reconcile their POS or register reports with actual cash and credit card deposits. When deliveries arrive, have designated personnel verify that the price on the invoice and the quantity received is the same as that on the purchase order.
OK, now that you've had a chance to get used to "managing" your restaurant as opposed to simply working in it, it's time to start implementing result-oriented systems that can be measured in terms of dollars to the bottom line, guest satisfaction level, and staff improvement. In the example below, note that there should have been 30 breasts on hand at the end; however, the actual count shows only 28 breasts on hand, meaning that 2 chicken breasts are unaccounted for.
The weekly prime cost report is comprised from data in the DSR, the invoice log, beginning and ending inventory values, and your daily labor cost reports. If you were able to incorporate all of the systems listed in this 90-day plan, then congratulations, you're on your way to becoming a first-class restaurant operation. As you touch people, surfaces and objects throughout the day, you accumulate germs on your hands. The most important advantage of hand washing is that you prevent yourself from getting infected by a number of dangerous ailments.
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While apps add so much value and simplicity to our modern lives, there is no doubt that parents need to be meticulous about the apps they allow their children to use. Our diverse range of topics will allow delegates to learn best practices for port security and understand further how other ports are resolving core challenges. For a safer, faster, more enjoyable user experience, please update your browser today or try a newer browser. This blog is designed to help parents, teachers, and other mentors become better coaches for students wanting to successfully compete in a Science Fair. Essay rubrics save teachers time because all of the criteria is listed and organized into one convenient paper. Although the systems used may differ, there exists a common purpose among both successful independents and chain operators alike -- in order for a restaurant to be successful, it must deliver consistent quality in both product and service.
However, too many operators fail to recognize that in order to be consistent, they must have systems in place that promote consistency. He calls for restaurant operators to learn to work "on" their business rather than work "in" their restaurant.


We'll outline a 90-day plan on how to get started by adopting and implementing basic systems and controls that equally impact consistency and profitability.
One of the greatest challenges to restaurant management success is the ability to communicate incidents, messages, and other happenings from one shift to the next.
Regardless of which version you use, make a commitment now to begin using a manager's log to document daily events, especially employee or customer incidents. The logical distribution of accountability for full service restaurants is to assign each department, kitchen, bar, and dining room, to a specific manager or key employee. While everyone is responsible for making the restaurant successful, in order to improve your systems you need assign areas of accountability to key players. Now that accountability has been assigned, it is important that your team meet weekly to compare notes, review previous week's progress, and plan for the future. This gives the bookkeeper time to prepare weekly financial reports (we will discuss these later).
Consider also that with today's technology it's very easy to meet via teleconference or using an online meeting tool. Use the manager's log and weekly meetings to assign various tasks and continually communicate progress and objectives.
Your team should easily be able to come up with a list of routine duties that need to be completed before and after each shift. Many operators have the mindset that in order to draw more guests they need to first increase their marketing and promotions. In fact, your staff and management should continually review ways to improve the guest experience.
For limited service venues the cycle begins with the ordering phase and continues with the preparation and delivery of the order.
Contrary to popular belief, you don't lose guests every time you make a mistake -- you lose them when you don't properly handle their complaints. As we alluded previously, what use is it in having a good restaurant if you're not making any money?
A properly constructed DSR serves as the source document for posting to your accounting system.
The last objective for our first 30-day goals will be to initiate some purchasing and receiving guidelines.
One more thing -- don't take the driver's word for it -- visually verify that each item has been delivered by having the driver show you everything he brings in. Be it because of theft, waste, or mistake -- the result is reduced profits to the bottom-line. In order to effectively control food and beverage cost, management cannot afford to wait on getting a P&L report that may be several weeks old. A master schedule is a helpful tool for showing the staffing requirements for each day of the week. An order guide is a tool for counting and tracking all the products that your restaurant uses and must reorder. The Daily Prep Sheet (DPS) can help you and your staff make smarter, more informed decisions of what and how much prep to do every day. The only way to get an accurate cost of sales report is to figure in your beginning and ending inventory values. One of the best ways to improve customer service is to implement daily pre-shift meetings with your staff.
Looking back, you'll realize that you've implemented numerous systems and controls that will help your restaurant run more smoothly. In order to ensure consistency in your menu you need to be consistent in preparing the recipes. One of the most important factors to creating consistency is to have a kitchen line that is fully stocked and ready for lunch and dinner rushes.
I know, you just got started on monthly inventories, but to get a handle on your weekly cost of sales, consider taking inventory once a week. Prime cost is a restaurant's total food, beverage and payroll costs for a certain period of time. Operators that are diligent in preparing a weekly prime cost report can expect a drop in overall cost from 2-5% of sales in just a few short weeks.
Looking back, you've accomplished quite a bit; however, there's still more work to be done.
People who are careless about washing their hands are at a higher risk of catching a cold or flu. White candles do not burn quicker than colored candles because all the colored candles burn quicker than the white candle. Throughout the website, you’ll see many sports-themed analogies because I want to connect science with something that might be more familiar – sports. Keep in mind; the guest experience and the profitability of your restaurant are intrinsically intertwined. For serious incidents such as a food poisoning complaint or an employee getting hurt on the job, you should have forms specifically intended to record such occurrences (i.e.
I know, you're probably thinking, 'it's hard enough getting a day off as it is -- how am I going to find a time to meet that doesn't infringe on someone's day off?' It could be a challenge; finding the right day is largely dependent upon how many key employees or managers there are in your organization. In fact, keeping focused on weekly periods, you need to decide which day will begin your week. This can be an effective way of limiting everyone's time commitment while maintaining the benefit of weekly management reviews. One of the reasons is that pilots use a preflight checklist before each flight, even though they've performed the same routines a thousand times.
For instance, items typically found on an opening checklist include turning off the alarm, checking the manager's logbook for notes, performing an opening cash audit, preparing cash drawers, review reservations, scheduled banquets and catering events, conduct unit walk-thru, or do a line check for quality control.
While true that better marketing can generate more traffic, if you don't provide your customers with an excellent guest experience you'll only succeed in more rapidly letting more people know that you don't have good customer service.
But the first step in establishing consistent customer service is to create some basic guidelines and expectations for staff and management. For full-service establishments it begins when the guest approaches the host stand, and then continues with a systematic method for order taking, delivery of product, payment of the check, and preparation for the next table.
It also serves as a summary report of sales and receipts collected from server and cashier checkouts. While there are several aspects to having a complete set of guidelines, one of the most useful tools is to write a purchase order for everything you have delivered. If not, be sure your POS or cash register has been programmed to record the quantity and sale amount of every menu item you sell.
The objective of this practice is to identify 10-15 high-cost, high-use items that you use every day; then to track the purchases and sales of that item daily.


Management must track and calculate food & beverage costs on a weekly basis so that they can react swiftly to cost control issues. By referring to a weekly master schedule, the person that prepares schedules can verify that the proper number of staff have been scheduled for each shift.
If your staff isn't using the time clock feature built into your POS system then now is a good time to start. A par level is assigned to each item to ensure you have enough -- but not too much inventory on hand.
Use this time to keep staff continually focused on making your guests feel special, praise them for good work, and keeping them informed about daily specials or new menu items The pre-shift meeting allows you to give daily reminders of your standards and expectations. This is best accomplished by creating a standardized recipe manual containing exact instructions on how you want your staff to prepare your menu. For this reason, good operators use a kitchen line check form before each shift to ensure the quality, temperature and quantities available for everything on the line.
In table service restaurants, the generally accepted rule of thumb says that prime cost should run no more than 60-65 percent of total sales. The good news is that you now have some systems and controls to help you be more consistent and to become more profitable. Although it’s impossible to keep your hands germ-free, washing your hands frequently can help limit the transfer of bacteria, viruses and other microbes. Not washing hands has also the ability to cause gastrointestinal illnesses and also diarrhea which can spread to the whole family. I now know what it takes to turn my good restaurant into a great business - It's all about having systems and controls for everything I do. You can only create consistency and predictability, the two most important factors in any business, with a good system. You cannot expect your restaurant to be profitable unless you deliver a positive guest experience; likewise, what benefit is there to you, the restaurant owner, to own a restaurant without expectation of turning a profit?
The approximately 8" x 13" "red book", as it has been commonly referred to, can be purchased at any office supply. If your restaurant isn't large enough to have the luxury of several managers then you need to recruit at least two or three key personnel that you can rely on to help run your restaurant.
Likewise, one of the best practices for successful operators has been the use of opening, shift change, and closing checklist for each job position. Closing duties might be to set the alarm, inspect cleaning duties for each station, preparing the bank deposit for next day, placing phone orders to message machines, and dozens of other tasks that ensure the opening team walks into a clean restaurant and is ready to begin work. A properly executed purchase order should have the correct quantity and price promised for each item ordered. The first step in calculating the food cost part is to keep a record of your daily food and beverages purchases on what some operators call an invoice log. Properly set up, your POS system can give you detailed labor cost reports on a daily, weekly, and period basis.
Par is usually referred to as the "build to" quantity to have on hand that will get you through until the next time you order. Let each prep person determine the usable quantities of product on hand, indicate the inventory amount on the form and calculate how much of each product needs to be prepared.
The correct formula for calculating cost of sales for a given period is as follows: Cost of Sales = Beginning inventory value + Purchases -- ending inventory value.
You're now getting to the point where you should think about expanding your marketing efforts in order to build repeat business.
Even a simple, single menu item often requires several subrecipes that are produced in batch and become part of the routine preparation tasks. For quick-service restaurants, the goal is to keep prime cost at 55-60 percent of total sales or less. It will be significantly easier to dedicate time for such things as developing employee manuals and training systems. I need training systems, employee manuals, prompt financial reporting, job descriptions, checklists, customer service standards, recipe manuals, a marketing plan… but wait, where do I begin? This particular version has an entire day dedicated to each page and the larger size accommodates lots of entry space. However, several chains start their week on Wednesday and end it on Tuesday; or Thursday through Wednesday. This ensures that the restaurant is properly prepared to handle the demands of day-to-day business in a consistent manner. Post or record your food and beverage invoices to the invoice log worksheet each day and indicate what amounts are chargeable to the appropriate food or beverage account categories. From this point forward you should know the projected labor budget each time you prepare a new schedule. Compare your daily labor cost reports to the budgeted labor cost totals from your schedule. Properly designed and used, the order guide becomes the main tool in creating purchase orders and processing weekly inventories. Count the quantity on hand for all food and beverage products, and then multiply the quantity by the cost of each item to arrive at the value for that item.
The best way to build repeat business is to market directly to your existing guests -- and the best way to do that is to have a database containing their names, email address, and mailing address. It really doesn't matter which you choose; what matters is that you begin managing your business week by week. The manager begins the day by counting the number of breasts on hand and records it to the key item tracking sheet.
A detailed log of your food and beverage purchases will help you identify purchasing inefficiencies or waste. Daily comparisons help management to quickly spot discrepancies and react to looming budget overages.
If you keep inventories on spreadsheet or inventory control software, use the order guide to record your on-hand counts, and enter the data into your program, using the order guide as a reference. The DPS should serve as a checklist so nothing falls through the crack and as a tool to help your people control production so the "right" amount of food gets prepared. Give the values to your bookkeeper or accountant so that they can be figured into the cost of sales on your monthly P&L. The # sold for the day is taken from the item sales mix report (includes all items that have an 8 oz.




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