Regardless of the size and experience of the owner or manager of a restaurant it is likely that there will eventually be problems arise in the operation of the facility. The type of action that should be taken when such problems occur will depend upon the nature of the issue. In each circumstance though, it is important to deal with the issues promptly. Hear are the steps to follow in problem solving.
Identify areas where problems are likely to arise. Typical problems are in training, money management, costs and customer service. In each of these general categories, ensure that you have general procedures set up that will meet the standard requirements that are a starting point for your expectations.
Decide how the expected standards will be measured. In each case you should formalize how you will know if the standards have been met. Usually there will be adjustments in the written standards. As the objectives are defined, if you have employees, input from them is recommended. You may get information from multiple individuals that you would not have considered otherwise. The standards do not have to be cast in stone, but if there are changes, there should be clearly stated and understood before implementation.
Provide training as required. You may need to bring in professionals to define the needed training steps. Once the standards have been identified, make sure that the training is designed to meet the objectives that will be measured. Each training component should be focused on a particular aspect of operations. For example, wait staff may need components that are not required for hostesses. At the same time, there as basic training components that apply to each and every person involved with the business.
Once the training has been completed in the expected procedures, it is time to stop planning and implement the policies and procedures. Talking about the new policies or revisions doesn't get them done. Usually, there is an orientation period, during which the performance is measured objectively and necessary adjustments are made to tweak the policies as required. Frequent performance feedback is appropriate during this period.
Problem solving will be different in various situations, however the basic steps are similar. They include identifying areas where problems have occurred or where they are likely to occur. A comprehensive policy manual should be prepared to address each of these areas and for the general operation of the business as well. Each person involved in the operation should understand his or her role, the expectations for performance, and how measuring will be done. Training followed by implementation is measurable. It is the measurement or reporting step that determines whether the problem solving has been successful.
Identify areas where problems are likely to arise. Typical problems are in training, money management, costs and customer service. In each of these general categories, ensure that you have general procedures set up that will meet the standard requirements that are a starting point for your expectations.
Decide how the expected standards will be measured. In each case you should formalize how you will know if the standards have been met. Usually there will be adjustments in the written standards. As the objectives are defined, if you have employees, input from them is recommended. You may get information from multiple individuals that you would not have considered otherwise. The standards do not have to be cast in stone, but if there are changes, there should be clearly stated and understood before implementation.
Provide training as required. You may need to bring in professionals to define the needed training steps. Once the standards have been identified, make sure that the training is designed to meet the objectives that will be measured. Each training component should be focused on a particular aspect of operations. For example, wait staff may need components that are not required for hostesses. At the same time, there as basic training components that apply to each and every person involved with the business.
Once the training has been completed in the expected procedures, it is time to stop planning and implement the policies and procedures. Talking about the new policies or revisions doesn't get them done. Usually, there is an orientation period, during which the performance is measured objectively and necessary adjustments are made to tweak the policies as required. Frequent performance feedback is appropriate during this period.
Problem solving will be different in various situations, however the basic steps are similar. They include identifying areas where problems have occurred or where they are likely to occur. A comprehensive policy manual should be prepared to address each of these areas and for the general operation of the business as well. Each person involved in the operation should understand his or her role, the expectations for performance, and how measuring will be done. Training followed by implementation is measurable. It is the measurement or reporting step that determines whether the problem solving has been successful.
