What Separates a Great Restaurant Manager from an Average One: Key Leadership Traits

Restaurant management is a role that requires a unique blend of skills and qualities. While many managers focus on sorting schedules and paperwork, the best ones are actively engaged in the day-to-day operations, ensuring that both employees and guests are taking center stage. Here, we explore what it takes to be a great restaurant manager in the hospitality industry.

Engagement and Proactivity

One of the fundamental traits of a great restaurant manager is the ability to stay involved and proactive. This means not only present in the office but also on the floor, actively managing guest and employee needs. Sitting behind a desk while your staff and customers need you is not optimal. True leaders are hands-on, making sure that every aspect of the restaurant runs smoothly. Being involved and present makes a significant difference in the overall experience, contributing to higher customer satisfaction and staff morale.

Leadership Through Values and Vision

To successfully reduce employee turnover, restaurant owners must start by hiring aligned staff who share their values and vision for the business. This might seem challenging, especially in times of high demand, but the enduring winners are those who refuse to compromise on hiring standards purely to fill roles. Having a clear and consistent message about these values, repeatedly communicated by everyone in a leadership role, is critical. People don't quit their job, they quit their manager.

Effective On-Boarding and Training

The on-boarding and training processes are not just about getting new hires up to speed; they are about instilling the core values of the restaurant. The hospitality industry, specifically in both full and quick-service settings, is highly customer-centric. Leaders must ensure that the on-boarding and training processes reflect this commitment to quality service. Throwing new hires in without proper preparation can lead to disaster, as a new server trailing whoever is available does not align with the goal of professionalism and respect for all guests.

A Real-Life Example: A Classy and Effective Manager

Here's a personal anecdote of how a great manager handled a challenging situation. Sean, a French Canadian manager at an upscale, high-end restaurant near the US border, demonstrated outstanding managerial skills when faced with a tricky situation. On a busy night, a couple without a reservation started to discuss their intentions to cross the border without paying. Instead of confronting them, Sean calmly informed them that the restaurant was too busy to accommodate them that night. He then allowed them to leave without causing any embarrassment, showcasing empathy and professionalism. This kind of leadership sets a positive example for all staff and guests, reinforcing the restaurant's values and maintaining a positive reputation.

Conclusion

Great restaurant managers are not just present, they are actively involved and proactive. They hire aligned staff and instill core values through consistent on-boarding and training. By doing so, they create a workplace culture that not only retains talent but also ensures a top-notch dining experience for guests. As we see in the example of Sean, great managers are class, respectful, and make tough decisions that benefit both the business and its staff.

Restaurant management requires dedication and strong leadership skills. Whether you're running a full-service or quick-service establishment, the right management practices can set your restaurant apart from the competition.