How to Succeed as a New Restaurant General Manager

Stepping into the role of a Restaurant General Manager (GM) is a huge step. It’s more than just overseeing day-to-day operations; it’s about creating a thriving environment for your team and delivering an exceptional experience for your guests. This isn’t about just ‘managing’ – it’s about leading.

This guide is tailored specifically for Restaurant General Managers. It provides actionable strategies and practical tools to help you hit the ground running and make a significant impact from day one. This is about actionable strategy, not theory.

The Restaurant General Manager’s Promise: Your First 90 Days

By the end of this guide, you’ll have a concrete toolkit to confidently navigate your first 90 days as a Restaurant General Manager. You’ll walk away with:

• A 90-day onboarding checklist to prioritize your initial tasks and ensure a smooth transition.
• A staff communication script for addressing initial concerns and setting clear expectations with your team.
• A restaurant assessment scorecard for evaluating current operations and identifying key areas for improvement.
• A customer feedback analysis template to proactively gather insights and address potential issues.
• A profitability improvement plan focusing on labor costs, food costs, and beverage sales.
• A crisis management checklist for navigating common restaurant emergencies and ensuring customer safety.
• A proof plan to demonstrate your impact to your supervisors.

This guide won’t provide you with generic management advice. Instead, it will equip you with the specific tools and knowledge you need to excel in the restaurant industry. You can apply these tools in your day-to-day workflow, in interviews, and when communicating with stakeholders. Expect to see measurable improvements in your restaurant’s performance within the first few months.

What You’ll Walk Away With

• A copy-and-paste script for addressing initial staff concerns.
• A restaurant assessment scorecard with weighted criteria.
• A 90-day onboarding checklist for Restaurant General Manager success.
• A proof plan for demonstrating your impact to supervisors.
• The ability to prioritize operational improvements based on impact.
• The ability to make better decisions on labor and inventory.
• The ability to proactively identify and address customer issues.

What This Is (And What It Isn’t)

• This is: A practical guide for new Restaurant General Managers.
• This is: About setting clear expectations and building a strong team.
• This isn’t: A generic management textbook.
• This isn’t: About abstract theories without practical application.

What a Hiring Manager Scans for in 15 Seconds

Hiring managers are looking for candidates who can quickly assess a restaurant’s operations and identify areas for improvement. They want to see that you have a clear plan for your first 90 days and that you’re able to build a strong team.

• Clear understanding of restaurant KPIs: Demonstrates you know what to measure and how to improve performance.
• Experience with cost control: Shows you can manage budgets and increase profitability.
• Strong leadership skills: Indicates you can motivate and manage a team effectively.
• Customer service focus: Proves you prioritize customer satisfaction and loyalty.
• Problem-solving abilities: Highlights your ability to handle challenges and find solutions.
• Communication skills: Shows you can communicate effectively with staff, customers, and vendors.
• Knowledge of food safety regulations: Ensures you can maintain a safe and compliant environment.

The Mistake That Quietly Kills Candidates

Failing to demonstrate a clear understanding of restaurant profitability and cost control is a critical error. Candidates who can’t articulate how they’ll improve the bottom line are quickly filtered out.

To fix this, focus on quantifiable achievements in your resume and interview answers. Use the following script to showcase your expertise:

Use this when discussing your experience with cost control.

“In my previous role at [Restaurant Name], I implemented a new inventory management system that reduced food waste by 15% and decreased food costs by 8%. This resulted in a $10,000 increase in monthly profit.”
[Your Name] Restaurant General Manager

90-Day Onboarding Checklist for Restaurant General Managers

A structured onboarding plan is essential for success. This checklist will help you prioritize your initial tasks and ensure a smooth transition.

1. Meet with key stakeholders: Understand their expectations and build relationships. Output: List of key stakeholders and their priorities.
2. Assess current operations: Identify areas for improvement in service, food quality, and cost control. Output: Restaurant assessment scorecard.
3. Review financial performance: Analyze key metrics such as revenue, expenses, and profitability. Output: Financial performance report.
4. Evaluate staffing levels: Ensure adequate staffing to meet customer demand. Output: Staffing schedule.
5. Implement cost control measures: Reduce food waste, negotiate better vendor contracts, and optimize labor costs. Output: Cost control plan.
6. Enhance customer service: Train staff on customer service best practices and gather customer feedback. Output: Customer service training plan.
7. Ensure food safety compliance: Maintain a clean and safe environment, and comply with all health regulations. Output: Food safety checklist.
8. Develop marketing strategies: Attract new customers and retain existing ones. Output: Marketing plan.
9. Set performance goals: Establish clear goals for revenue, profitability, and customer satisfaction. Output: Performance goals document.
10. Monitor progress: Track key metrics and make adjustments as needed. Output: Progress report.
11. Create a crisis management plan: Prepare for emergencies such as power outages or equipment failures. Output: Crisis management plan.
12. Review vendor contracts: Negotiate better rates and terms with suppliers. Output: Vendor contract summary.
13. Address staff concerns: Communicate openly and transparently with your team. Output: Staff communication plan.
14. Build a positive work environment: Foster teamwork, recognition, and professional development. Output: Team building activities schedule.

Staff Communication Script: Setting Expectations From Day One

Open communication with your staff is crucial for building trust and setting clear expectations. Use this script to address initial concerns and establish a positive working relationship.

Use this when addressing your staff for the first time.

“Hello team, I’m [Your Name], your new Restaurant General Manager. I’m excited to work with all of you. In the coming weeks, I’ll be learning about our operations and identifying ways to improve. I value your input and encourage open communication. My goal is to create a positive and productive work environment where everyone can thrive.”
[Your Name] Restaurant General Manager

Restaurant Assessment Scorecard: Identifying Areas for Improvement

A comprehensive assessment scorecard will help you evaluate current operations and identify key areas for improvement. This scorecard includes weighted criteria to prioritize your efforts.

Use this scorecard to evaluate restaurant performance.

Criterion: Food Quality | Weight: 25%
Excellent: Consistently high-quality ingredients, preparation, and presentation.
Weak: Inconsistent quality, preparation errors, and poor presentation.

Criterion: Customer Service | Weight: 25%
Excellent: Friendly, attentive, and efficient service.
Weak: Slow, inattentive, and unfriendly service.

Criterion: Cleanliness | Weight: 20%
Excellent: Spotless dining area, kitchen, and restrooms.
Weak: Dirty dining area, kitchen, and restrooms.

Criterion: Cost Control | Weight: 15%
Excellent: Efficient inventory management, minimal waste, and low labor costs.
Weak: High food waste, inefficient inventory management, and high labor costs.

Criterion: Ambiance | Weight: 15%
Excellent: Inviting atmosphere, comfortable seating, and appropriate lighting.
Weak: Uninviting atmosphere, uncomfortable seating, and poor lighting.

[Your Name] Restaurant General Manager

Customer Feedback Analysis Template: Proactive Issue Resolution

Proactively gathering customer feedback is essential for identifying potential issues and improving customer satisfaction. Use this template to analyze customer feedback and address concerns.

Use this template to analyze customer feedback.

Feedback Source: [Online Reviews, Surveys, Comment Cards] Date: [Date] Customer Comment: [Customer’s Exact Words] Issue Category: [Food Quality, Service, Cleanliness, Ambiance] Severity: [High, Medium, Low] Action Taken: [Specific Steps Taken to Address the Issue] Resolution: [Outcome of the Action Taken] [Your Name] Restaurant General Manager

Profitability Improvement Plan: Focusing on Key Areas

A well-defined profitability improvement plan is crucial for increasing revenue and reducing expenses. This plan focuses on labor costs, food costs, and beverage sales.

1. Reduce Labor Costs: Optimize staffing schedules, cross-train employees, and implement labor-saving technologies. Metric: Labor cost as a percentage of revenue.
2. Control Food Costs: Negotiate better vendor contracts, reduce food waste, and implement portion control measures. Metric: Food cost as a percentage of revenue.
3. Increase Beverage Sales: Promote high-margin beverages, train staff on upselling techniques, and create attractive drink specials. Metric: Average beverage sale per customer.

Crisis Management Checklist: Navigating Restaurant Emergencies

A comprehensive crisis management checklist will help you navigate common restaurant emergencies and ensure customer safety. This checklist covers power outages, equipment failures, and foodborne illnesses.

1. Power Outage: Implement backup power, ensure food safety, and communicate with customers.
2. Equipment Failure: Repair or replace faulty equipment, adjust menu as needed, and minimize service disruptions.
3. Foodborne Illness: Identify the source of the contamination, remove affected items from the menu, and notify health authorities.

The Restaurant General Manager’s Proof Plan: Showcasing Your Impact

You need a plan to demonstrate your impact to stakeholders. This plan will turn your actions into concrete evidence.

1. Identify Key Metrics: Determine the metrics that matter most to your superiors (revenue, profitability, customer satisfaction).
2. Track Your Progress: Regularly monitor your performance and document your achievements.
3. Create a Portfolio: Collect screenshots, reports, and testimonials that showcase your impact.
4. Communicate Your Success: Share your accomplishments with your superiors and highlight the value you’re bringing to the organization.

Language Bank: Phrases That Sound Like a Restaurant General Manager

Using the right language can help you establish credibility and build rapport with your team and superiors. Here are some phrases that sound like a seasoned Restaurant General Manager:

• “Let’s review the P&L and identify areas where we can improve efficiency.”
• “I’m confident that we can increase customer satisfaction by implementing these service improvements.”
• “I’m committed to creating a positive and productive work environment for all of you.”
• “I’m here to support you and help you succeed.”
• “Let’s work together to make this restaurant the best it can be.”

The Quiet Red Flags Hiring Managers Notice

Hiring managers are always on the lookout for red flags that indicate a candidate may not be a good fit. These subtle mistakes can quickly disqualify you from consideration.

• Lack of specific examples: Vague statements without quantifiable results.
• Inability to articulate a clear plan: No concrete strategy for improving restaurant operations.
• Poor communication skills: Difficulty expressing ideas clearly and concisely.
• Negative attitude: Complaining or blaming others for problems.
• Failure to ask insightful questions: Lack of curiosity and interest in the role.

Contrarian Truths: What Really Matters

Conventional wisdom often falls short in the restaurant industry. Here are some contrarian truths that can help you succeed.

• Most people think: Customer is always right.
  The reality: The customer is not always right and sometimes you need to stand up for your staff.
• Most people think: Cutting costs is the only way to improve profitability.
  The reality: Investing in staff training and customer service can often lead to higher revenue and profitability.
• Most people think: Micromanaging is essential for success.
  The reality: Empowering your team and delegating tasks can lead to greater efficiency and job satisfaction.

FAQ

What are the key responsibilities of a Restaurant General Manager?

The Restaurant General Manager is responsible for overseeing all aspects of the restaurant’s operations, including managing staff, controlling costs, ensuring customer satisfaction, and maintaining a safe and compliant environment. They are also responsible for developing and implementing marketing strategies to attract new customers and retain existing ones.

A strong Restaurant General Manager understands the importance of balancing customer satisfaction with profitability. For example, they might implement a customer loyalty program to reward repeat business while also carefully managing food costs to maximize profit margins.

How can I improve customer satisfaction in my restaurant?

There are many ways to improve customer satisfaction, including training staff on customer service best practices, gathering customer feedback, addressing complaints promptly, and creating a welcoming and inviting atmosphere. It’s also important to ensure that your menu offers a variety of high-quality dishes that appeal to a wide range of tastes.

One effective strategy is to empower staff to resolve customer issues on the spot. For example, if a customer is unhappy with their meal, a well-trained server can offer a complimentary dessert or a discount on their next visit. This can turn a negative experience into a positive one and build customer loyalty.

What are some effective cost control measures for a restaurant?

Effective cost control measures include negotiating better vendor contracts, reducing food waste, implementing portion control measures, optimizing staffing schedules, and cross-training employees. It’s also important to regularly review your menu prices to ensure that they are aligned with your costs.

One often overlooked area is energy consumption. By investing in energy-efficient equipment and implementing energy-saving practices, you can significantly reduce your utility bills. For example, switching to LED lighting and installing a programmable thermostat can save hundreds of dollars each month.

How can I motivate and manage my restaurant staff effectively?

Effective staff motivation and management techniques include providing regular feedback, recognizing and rewarding good performance, offering opportunities for professional development, and creating a positive and supportive work environment. It’s also important to set clear expectations and hold staff accountable for their performance.

One effective strategy is to implement an employee incentive program. For example, you could offer bonuses for achieving certain sales targets or for receiving positive customer feedback. This can motivate staff to work harder and improve their performance.

What are the key metrics that I should track as a Restaurant General Manager?

Key metrics to track include revenue, expenses, profitability, customer satisfaction, food costs, labor costs, average check size, and table turnover rate. It’s also important to track employee turnover and absenteeism.

By regularly monitoring these metrics, you can identify trends and make adjustments as needed to improve your restaurant’s performance. For example, if you notice that your food costs are increasing, you can investigate the reasons why and take steps to reduce waste or negotiate better vendor contracts.

How can I attract new customers to my restaurant?

There are many ways to attract new customers, including developing marketing strategies, offering promotions and discounts, creating a strong online presence, and participating in local events. It’s also important to ensure that your restaurant has a positive reputation and that you are providing excellent customer service.

One effective strategy is to partner with local businesses or organizations. For example, you could offer a discount to employees of a nearby company or sponsor a local charity event. This can help you reach new customers and build goodwill in the community.

What are some common challenges that Restaurant General Managers face?

Common challenges include managing staff turnover, controlling costs, dealing with difficult customers, maintaining food safety compliance, and adapting to changing market conditions. It’s also important to stay up-to-date on the latest trends and technologies in the restaurant industry.

One of the biggest challenges is managing staff turnover. To address this, it’s important to create a positive and supportive work environment where employees feel valued and appreciated. Offering competitive wages and benefits, providing opportunities for professional development, and recognizing good performance can all help to reduce turnover.

How can I handle difficult customers effectively?

Handling difficult customers requires patience, empathy, and good communication skills. It’s important to listen to their concerns, apologize for any inconvenience, and offer a solution that is fair and reasonable. It’s also important to remain calm and professional, even if the customer is being rude or aggressive.

One effective strategy is to empower staff to resolve customer issues on the spot. For example, if a customer is unhappy with their meal, a well-trained server can offer a complimentary dessert or a discount on their next visit. This can turn a negative experience into a positive one and build customer loyalty.

What is the best way to deal with a foodborne illness outbreak?

Dealing with a foodborne illness outbreak requires immediate action. First, identify the source of the contamination and remove affected items from the menu. Next, notify health authorities and cooperate fully with their investigation. Finally, communicate openly and transparently with customers and staff.

It’s also important to review your food safety practices and implement any necessary improvements to prevent future outbreaks. This may include retraining staff on proper food handling techniques, improving sanitation procedures, and implementing a more robust food safety management system.

How can I stay up-to-date on the latest trends in the restaurant industry?

Staying up-to-date on the latest trends requires continuous learning and networking. Attend industry conferences and trade shows, read industry publications, and follow industry leaders on social media. It’s also important to experiment with new technologies and menu items.

One effective strategy is to join a professional organization, such as the National Restaurant Association. This will give you access to a wealth of resources and networking opportunities.

What should I do if my restaurant is not meeting its financial goals?

If your restaurant is not meeting its financial goals, it’s important to identify the reasons why and take corrective action. This may involve reducing costs, increasing revenue, or both. It’s also important to communicate openly and transparently with your staff and stakeholders.

Start by reviewing your financial statements and identifying areas where you are underperforming. Are your food costs too high? Are your labor costs out of control? Are you not generating enough revenue? Once you have identified the problem areas, you can develop a plan to address them.

What is the most important thing for a new Restaurant General Manager to focus on?

The most important thing for a new Restaurant General Manager to focus on is building a strong team and creating a positive work environment. A motivated and engaged team will be more productive, provide better customer service, and be more likely to stay with the restaurant long-term.

Invest time in getting to know your staff, understanding their strengths and weaknesses, and providing them with the training and support they need to succeed. Recognize and reward good performance, and create opportunities for professional development. By focusing on your team, you will set yourself up for success.

Proof Plan: Demonstrating Your Impact

Turning claims into evidence is crucial for proving your value. This proof plan helps you collect the right artifacts and metrics.

1. Claim: Improved Customer Satisfaction
   Artifact: Customer Survey Results
   Metric: Increase in average customer satisfaction score by 10% within 3 months.
2. Claim: Reduced Food Waste
   Artifact: Inventory Management Report
   Metric: Reduction in food waste by 15% within 2 months.
3. Claim: Increased Revenue
   Artifact: Sales Report
   Metric: Increase in average daily revenue by 5% within 1 month.

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