30 golden rules of successful restaurant operation


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30 golden rules of successful restaurant operation

  1. 1. Food Service Industry 30 Golden Management Rules1. All work is team work.2. If you want to be bigger than everybody else, you’d better be better than everyone else, too.3. Our business is run first for the enjoyment and pleasure of our customers. Then for the convenience of the staff of owners.4. The secret to winning is not to lose twice in a row.5. The customer is not always “right” but is always the customer, and it’s all right for the customer to be wrong.6. Catch your people doing something right. A pat on the back is just a few vertebrae up form a kick in the ass.7. Never practice on the customer. Training is your secret weapon.8. Be tough on standards, easy on people. What you permit you promote.9. Challenge the process daily: are we doing the right things and are we doing the right things right?10.Leaders are never “energy-neutral”; you’re either giving people energy or draining it from them.11.Customers will forgive mistakes in the kitchen more than mistakes in the service. Service is our invisible product.12.The early bird gets the worm, but the second mouse gets the cheese.13.Over teach. Managers and employees both under learn and
  2. 2. over forget.14. Unoccupied time passes slower than occupied time. If you have time to learn. You have time to clean.15.Small changes add up to greatness: be 1% better in a 1000 different ways.16.Average means you’re either best of the worst, or worst of the best.17.Employees are our fist market. Never treat a customer better than you treat an employee.18.You can have the best product in the world, but if you can’t sell it, you still got it. Train your team to get better at menu merchandising.19.Good service means never having to ask for anything.20.All behavior is the result of consequences: you get what you reward.21.Use the “Sullivan Nod”: if servers smile and slowly nod their heads when suggesting a drink, appetizers or desserts the customer always nods back and say “yes”.22.Recruiting doesn’t end when you hire someone. You recruit your employees daily.23.If someone tells you it’s the principle of the thing and not the money…it is the money.24.In the business, you can always tell when it’s a full moon without ever looking outside.25.Tools left in the toolbox never built anything.26.One definition of insanity is to keep doing the same thing over and over again and expect different results.27.High performers hate working with low performers. Groom’em or Broom’em.
  3. 3. 28.You can tell how good the restaurant leadership is by how the people act when the manager isn’t there.29.Teach everyone something new every shift: 1 step by 100 people is better than 100 steps by one person.30.the restaurant business is a free circus everyday. All you have to do is pay attention.