Bring out their best behavior
As the holidays approach and you prepare to hire additional staff, it’s a good time to refine your onboarding processes to ensure you and your new employees have a clear shared understanding of how you operate and what behaviors are important to you. The Rail suggests having a behavior contract in place to help you clarify your expectations with your team. (Though avoid one Florida operator’s punitive approach, which included a contract listing monetary penalties for such employee infractions as having a cell phone out during work hours.) Instead, consider having your team sign a document in which they agree to give their best effort regarding certain behaviors central to your brand and financial stability, such as greeting guests when they enter or depart, leaving their phone in the car during work hours, or committing to being thoughtful about the amount of napkins, straws or other operating supplies offered. Having clear expectations at the outset provides a foundation upon which to have coaching conversations about performance areas that need to be corrected later. When you need to have those conversations, follow through by documenting the problem, explaining what needs to be corrected, and providing clear consequences that are in line with the magnitude of the problem. Miracle Restaurant Group has a guide to progressive discipline that includes such steps as an oral warning, written warning, suspension and separation, as well as a matrix listing a range of behaviors that can result in various consequences. It advises that operators choose the level of discipline with care so it is appropriate to the situation and is consistent with their actions in similar situations with other team members.
Tech to attract hungry guests in your neighborhood
Technology is increasingly making it possible for restaurant brands to successfully play matchmaker with guests looking for a place to eat. Geofencing is allowing a number of brands to identify when their loyal guests are in the vicinity — then making it worth their while to visit. Tavern in the Square uses its geofencing feature to identify loyalty program members within a set radius of the restaurant, then send limited-time discounts. One recent buy-one-get-one-half-price offer boosted sales by 50 percent in one day. OpenTable is now making a play to help a lot more restaurants accomplish this sort of feat. Skift Table reports that the online reservations company found that 25 percent of its bookings were happening within 90 minutes of their seating time. Their goal is to become more of a recommendation engine, so a sushi lover who uses the site is more apt to get Japanese restaurants and offers on his list of top recommendations.
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