Getting the Best From Your Millennial Staff with Minimum Resistance
The Well-Oiled Machine
By Brian Mitchell Principal, Mitchell Performance Systems | November 27, 2016
Co-authored by Evan Mitchell, Senior Consultant, Mitchell Performance Systems
There's nothing that puts the veneer of total professionalism on a front of house operation like uniformity of service standards.
Every task performed the same way, every member of the floor team on the same page, a place for everything and everything in its place. It's the surest way to make your patrons feel that they can relax back in the hands of true professionals.
This enhances every dimension of their experience. It encourages the kind of word of mouth (and word-of-internet) that you most want. It keeps those guests coming back, certain of a reassuring constancy in meeting their needs and preferences. It keeps them bringing others with them, to bask in the glow of deft attendance. And, most importantly, it keeps increasing their spend, in all the best ways, for them and for your establishment.
Uniform service standards exceed guest expectations because – whatever many establishments would like to believe – they're generally not achieved as well as they should be. Diners acknowledge and appreciate consistent quality service when they receive it, because their own experiences elsewhere become their benchmark for comparison (to the benefit, or otherwise, of your establishment).
And further advantage is the increase in team morale, along with improved dedication and retention. There's enormous professional satisfaction in being part of a team that hums along like a well-oiled machine, every team member fulfilling their role in sync with their peers. Satisfaction, too, in casting an eye around the floor to see every aspect of service attended to in the same way by all.
It's the responsibility of management – and begins with a Systems/Procedures Manual. Problems set in when management assumes that their responsibilities also end with providing these systems. Systems need to be an ongoing banquet of refreshment, realignment and reassurance, if they're just to work minimally well.