Create restaurant standards that empower and engage staff

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Setting clear, actionable restaurant standards is the cornerstone of restaurant management. These standards create a dining experience worth your customers’ time and money. A good set of restaurant standards includes all facets of the business and helps employees understand what’s expected of them. In turn, restaurant owners know that their team works together at all times, and there’s no confusion about roles and responsibilities.

The term “standards” is broad, so we’ll break the concept down into two separate categories: front-of-house (FOH) and back-of-house (BOH). From maintaining food safety to outlining restaurant service standards, there’s a lot to cover. But first, let’s clarify how to define your restaurant standards and how to get your team to follow them.

Make restaurant standards clear for employees

Manager talking to staff member about restaurant standards

For standards to be effective, they must be unambiguous, transparent, and shared with all staff members. Writing a set of guidelines that explain the standards you expect is an excellent starting point and may refine your restaurant business plan. The simple act of taking time to put in words what you need out of your business could take your business to the next level.

Creating an employee handbook detailing all operations helps every staff member understand the whole system. A server that knows how the kitchen operates, for example, will be better at making decisions overall. Rather than silo employees in their roles, this broad overview elicits more comprehensive wisdom and teamwork—since everyone knows what their co-workers are supposed to be doing.

But you can go much deeper than having a handbook. Getting in touch with your philosophical side can bring enormous benefits as well.

Craft a belief statement

In an interview with Yelp, deli entrepreneur guru Ari Weizenweig made an excellent point about creating written guidelines for his staff that go beyond a simple checklist of duties. He proposes crafting a statement of beliefs or core values that not only instructs employees on what they need to do but also reveals the philosophy behind the restaurant. For a deep dive, check out his book “Zingerman’s Guide to Giving Great Service.”

There’s more to this than initially meets the eye. The Harvard Business Review found that nine out of 10 workers would be willing to earn less to do more meaningful work. Having a purpose is critical to employee morale and mental well-being.

So, a written version of your business philosophy isn’t just idealism. Rather, if your mission goes beyond simply making money, you may retain more loyal, satisfied, and engaged employees. Since a restaurant’s success is dependent on vested employees, providing meaning can make all the difference.

When forming your belief statement, think beyond practical, daily restaurant operations. Why are you in the restaurant industry? What role do you want to play in your community? What does the relationship between food and people mean to you?

Such a vision can set you apart from your competitors and motivate the entire organization. People are happy when they belong to something that’s larger than themselves—and when they feel like they know just how to contribute.

Now that you have the big picture let’s break down the operational standards expected from each aspect of the restaurant.

Front-of-house: Define restaurant service standards

Baker smiling at camera

Good service is a touchstone of the hospitality industry and can help build a following of loyal customers. But “good” in this situation depends on several factors that restaurant owners must determine on a case-by-case basis.

For example, the highly knowledgeable and attentive care expected in a fine-dining restaurant isn’t as necessary or even appropriate in a quick-service restaurant. The style of food service varies widely across restaurant categories and cuisine types.

So, rather than rely on a single, industry-wide template, each restaurant needs to define a code of conduct and expectations for their front-of-house staff. Explicit instruction can help prevent problems and keep operations moving smoothly. Some possible guidelines include:

How are FOH staff expected to interact with customers?
Who seats customers and prepares tables?
What role does FOH staff play in managing food quality?
What level of responsibility does FOH staff have in handling customer complaints? Are they empowered to make their own decisions?
Who is ultimately responsible for the dining room and guest experience? Does the staff know exactly where the buck stops?
Who ensures that new hires understand their role and perform well? Who is responsible for training new staff?
What role do experienced staff play in mentoring and helping new staff?
How are FOH staff supposed to interact with BOH staff?

These are some beginning suggestions. The goal is to eliminate any potential confusion or gaps in responsibility. If everyone is clear on their role and the roles of their team, there’s less chance for mistakes.

Back-of-house: Maintain food quality and food safety

Restaurant standards: Chef making an "OK" gesture with hand

If good service defines the front-of-house, good food and safe processes are expected of the back-of-house. The two concepts are like the two wheels on a bicycle—both are needed to move in tandem and keep the whole operation upright.

Consequently, writing straightforward restaurant standards for the BOH staff is paramount. Some items to consider:

Who’s responsible for all kitchen operations? Do staff members know who’s in charge at different times?
How does the restaurant keep track of inventory, and who ensures that inventory is managed effectively?
Who is responsible for food safety and compliance with local regulations?
What degree of creative license do chefs have in the kitchen? Who creates menu items and ensures their quality?
How are roles in the kitchen assigned?
How are BOH staff supposed to interact with FOH staff?

After you answer those questions, consider possible scenarios that could lead to a breakdown in operations. What can you outline to prevent those breakdowns?

An efficient BOH is a thing of beauty. Delegating requires that every staff member understands their responsibilities, so there are no questions or confusion during peak hours.

Set your standards high

Documenting your restaurant standards for all your employees prevents problems before they start. Going deeper into the philosophy behind your business can motivate all staff—including the restaurant owner—to adhere to the standards you set.

With everyone working as a team, you’ll want easy-to-use software to keep your FOH humming along. That’s where Yelp Guest Manager can help. With POS and third-party delivery service integrations, reservation, waitlist and table management features, and robust data analysis, Yelp Guest Manager will exceed your standards for restaurant software.