Customer service duties of a restaurant manager

Restaurants turn first-time diners into loyal repeat customers by delivering exceptional quality service while serving food, and one of a restaurant manager’s duties is to help ensure that every customer has a great dining experience by:

• Establishing customer service standards. A restaurant manager develops guidelines for customer service, such as greeting the customer within a minute of their arrival and reporting back to the table every 15 minutes when the kitchen is slow putting out meals. The manager communicates these standards to the staff and enforces them in the workplace.
• Pitching in to help as needed. When a restaurant is so busy that the service may suffer, a restaurant manager may need to step in and perform other team members’ tasks. For example, a manager may run the entrees to guests or bus tables.
• Handling customer complaints. When a customer expresses dissatisfaction with the food or service, a restaurant manager takes ownership of the situation and works to resolve the issue. They empathize with the customer, give a sincere apology and offer possible solutions to the problem to ensure the customer is satisfied.
• Soliciting feedback from customers. A manager solicits feedback to get a well-rounded picture of what the customer service experience is. This can be done by approaching tables and asking how the meal was, through online surveys and by reading online reviews.

Related: The Basics of Customer Care for Your Business

Operational Restaurant Manager duties

Serving as the main operations manager for their restaurant location is one of the main responsibilities of a restaurant manager. Some elements of operations management include:

• Working with vendors.A restaurant manager often plays a role in choosing the vendors who provide the food and other equipment that restaurants need to operate. This usually involves interviewing multiple vendors and comparing their credit, prices, quality and delivery offerings. Once a vendor is selected, the manager usually serves as the primary point of contact for the vendor.
• Handling inventory. The restaurant manager is responsible for keeping an accurate inventory of food and supplies. Using this information, they make decisions about what needs replenishing and put together purchase orders. When vendors make deliveries, the manager oversees their storage and ensures that dry, refrigerated and frozen goods are being safely stored.
• Overseeing the maintenance of equipment. A restaurant manager is responsible for ensuring that all equipment needed is functioning properly. To this end, they schedule routine maintenance and emergency repairs. When equipment begins to age, the manager will usually be responsible for buying replacements.
• Collaborating to create the menu. The restaurant manager works with the chef to develop a menu. When selecting items, the manager must keep budgetary constraints in mind. In addition, the manager also needs to consider how quickly and efficiently various items can be prepared and served to ensure that the team can provide prompt service.
• Maintaining health and safety standards: Restaurants are subject to strict health and safety standards. If they fail to meet them, a customer could get sick or local inspectors may shut down the business. To avoid these outcomes, a restaurant manager enforces standards and coaches or disciplines employees who aren’t adhering to them.
• Budgeting and controlling costs. The restaurant manager is responsible for the location’s bottom line. They regularly review profits and losses and work to keep costs as low as possible through keeping tight inventory controls, smart purchasing, managing yields and careful scheduling. A restaurant manager should always be on the lookout for ways to reduce expenses without sacrificing employee satisfaction, food quality or customer service.

Related: Budget Management: Three Skills Essential for New Managers

Human resources responsibilities of a restaurant manager

Many small restaurants don’t have human resources professionals on staff. Instead, restaurant managers fulfill many of the duties of HR. Some restaurant manager duties related to staffing include:

• Hiring for all positions.The restaurant manager is usually the one who posts job openings, gathers applications and schedules and conducts interviews. Then, the manager chooses a candidate and extends an offer.
• Training for all positions.A restaurant manager is responsible for ensuring that every new hire receives adequate training to succeed in their job. In addition, the manager offers ongoing training for the entire team to further their development.
• Assessing performance. The restaurant manager sets goals for each employee and then tracks their success at achieving these goals. At least once or twice per year, the manager completes formal performance assessments. These often help to determine if and when team members receive performance-based pay raises.
• Prompting a positive workplace. Turnover is high in the restaurant industry. Keeping employees satisfied can help to minimize turnover and control labor costs associated with finding, hiring and training new workers. To that end, the restaurant manager must take steps to foster a positive work environment through coaching, employee recognition and conflict resolution.

Marketing duties of a restaurant manager

In many restaurants, marketing is one of the duties of a restaurant manager. They may:

• Create buyer personas that describe the restaurant’s ideal customers to direct marketing efforts
• Develop and administer loyalty programs
• Respond to online reviews
• Create and implement email and social media marketing campaigns
• Hold special in-restaurant events to attract new customers
• Choose community events for the restaurant to sponsor and participate in
• Network with other local businesses and seize opportunities for cross-promoting

Related: 7 Examples of Employee Recognition Programs to Try

Restaurant manager FAQs

Do restaurant managers work long hours?

All restaurant workers tend to work long shifts. One survey of restaurant workers in New York City revealed that 78% reported always or sometimes working more than 10 hours per day. Restaurant managers usually need to be on site for much of the time that restaurants are open. As a result, they often work evenings and weekends.

What are the qualities of a good restaurant manager?

The following qualities can help restaurant managers perform well in their roles:

• High-level verbal and written communication skills
• Ability to quickly and confidently make decisions
• Multi-tasking ability
• Leadership qualities
• Active listening and negotiating skills that can help resolve conflicts
• Commitment to customer service
• Positive outlook

Related: Restaurant Manager Job Description: Top Duties and Qualifications

How much should a restaurant manager be paid?

According to Indeed, the average base salary for a restaurant manager was $51,541 as of November 27, 2021. Managers may make more or less depending on their geographic location, the type of restaurant they manage and their education, training and experience.