Restaurant Consulting NYC | Seasonal Restaurants - Preparing for the Off Season | 4Q Consulting, LLC

Seasonal Restaurants - Preparing for the Off Season 

Part One - Operations

Whether you own a seasonal clam shack on the shores of New England or are the General Manager of a ski resort in Colorado, you have experienced the challenges of a seasonal business.  Many seasonal businesses only have a three to four month “busy” season, when there is more than enough business to be profitable; it is what happens in the “off” season that often determines whether or not these businesses make it until their next busy season.

It is crucial to have a plan in place to handle off-season challenges, ensuring that customers have their favorite local restaurant to come back to.  It may not be possible to be profitable in the slower months, but with the correct operating procedures, you can survive the off-season’s inevitable downturn in revenue.  

Here are four operating procedures to focus on:

Manage Your Cash Flow - The single most important step for survival of your seasonal business is rigorously managing your cash.  This takes discipline.  Calculate what your cash flow needs will be based on both your fixed and estimated variable expenses.  Know what your break even point is, as sometimes a viable cash management strategy is to close the business for the slowest portion of the off season. During the busy season, set aside a certain percentage of revenue to create a reserve that will help carry you through the off-season, so as not to go deeply into debt, if at all. Get to know your banker, and establish a line of credit to tap into, as it is important to stay current with your bills.

Adjust Your Offerings – Changing your menu can impact both food and labor costs. Consider replacing some menu items with less expensive, seasonal and local ingredients. Cooking with what is locally in season is always less costly than using out-of-season imported items.  Also, reducing the overall number of items on your menu and increasing product cross-utilization allows you to carry a smaller inventory (see Manage Your Cash Flow, above), thus reducing the amount of possible waste.  Furthermore, less labor-intensive preparations allows you to work with less staff.  An example that combines these concepts:  In the winter months, a menu built around stews, casseroles and braises allows you to use less expensive cuts of meat, seasonal root vegetables and less labor.  

Hire, Train and Schedule Wisely – Having a core staff from the local population can be crucial to your success; you will easily be able to supplement your staff for the busy season, and will not find yourself short-staffed when your seasonal hires leave. It is important to cross train your staff, as it will allow you to schedule fewer people during slow times, cutting down your labor costs – a server who can mix drinks saves also scheduling a bartender for a slow lunch shift.  In these ways, you will always have well-trained people available who can handle a wide array of jobs in a thinly staffed environment. However, staff and schedule judiciously, as under-staffing can lead to burn out, more waste due to error from stress and distraction, and a negative guest experience.

Attract the Locals – In seasonal communities, the local population becomes the core of your customer base in the off-season.  Cater to them and actively attract them to your restaurant. A good way to increase off-season sales is to offer locals discounts: deeply-discounted wedding receptions, special weekday prix fixe menus and/ or corporate meetings and events. An appropriately engineered menu will allow you to do this without severely eroding your profit margin. It is important to curry favor with the locals, because their great experiences at your restaurant will turn them into your best marketing tool, as we wrote in our blog Attracting Customers.   They are likely to recommend you to other locals in the off-season, as well as the in-season visitors who may not know about you.

Maintaining a seasonal business has unique challenges beyond those faced by other restaurants and food service operations. By properly planning ahead to ride out the slower season which you know is coming, you will be able to make it through to the next busy season in good financial shape.

Don’t know where to begin?  4Q Consulting can develop customized operational guidelines to help you grow your business.  Email us today for a free business consultation at www.4qconsult.com.

All original content copyright Noelle E. Ifshin, 2012-2013. 
Noelle E. Ifshin, 
President
4Q Consulting, LLC        
244 5th Avenue, Suite 1430, NY, NY 10001   

Restaurant Consulting, LLC | Location, Location, Location... | 4Q Consulting, LLC

Location, Location, Location...

Everyone has heard the expression: “Location, Location, Location”. A restaurant's site selection is as crucial to its success as great food and service. However, many restaurants that open in “great locations”, fail because they don’t adjust their business model to the particularities of that location.  

Choosing a location involves more than picking a place and signing a lease. Your location selection will influence many parts of your business plans and operations. 

It is highly recommended to work with a licensed real estate broker who knows your local market. They will best be able to guide you to appropriate properties, and to negotiate the best possible deal on your behalf; be patient as this process takes time.  If you already have a certain location in mind, you shouldn't become too attached until you know it meets your needs.

Before you create a business plan, write a menu, or dash off to the bank to apply for a loan, here are 4 essential elements of a location to consider:

Population Base/ Demographics – There need to be enough people who live or work in, or pass through, the area on a regular basis to keep your restaurant busy.  The population base and the different types of traffic will dictate some of your operating procedures.  For example, if you are in a thriving downtown commercial area, you might only open for breakfast and lunch but close for dinner, as there is not enough foot traffic to stay open. Your location, and its demographics, may influence your menu design, as well.

To analyze the population base of a particular area fully, you can commission a site study. A reputable local real estate broker or the local chamber of commerce can also provide some of this basic information. 

Financial Realities – Rent is usually your largest fixed expense, and you will probably have significant capital investment to prepare the space to be operational, therefore your business plan must account for covering and recuperating these expenses.  In building your business plan, you will have to budget several scenarios to determine how many guests you will have to serve, at a specific check average to be profitable at a given rent; you will also need to determine if the plan is sustainable over time, to meet your financial obligations.

Accessibility – There is a reason that major restaurant chains are often located near main intersections or highway and freeway exits. Most successful restaurants, whether in urban or suburban areas, are easy to find.  Your restaurant should be street-facing and not tucked away in a building or set back. 

How your customers get to you is also a consideration. A parking lot, easy public or street parking, and nearby public transit all improve accessibility; alternately you might offer valet service. The bottom line is that your customers need to be able to find you, and should be able to get to you - make it easy for them!

Operational Needs – A space that does not immediately accommodate your operational needs is not a bad space, it may in fact be a very good space; it just changes your financial calculations. A few examples of items that can affect the capital investment or the targeted cash flow of your business:  Many office buildings do not allow cooking in the attached retail spaces, as they do not want smells permeating the building; if they do allow it, you may have to build out proper ventilation.   Ensure the space is ADA compliant, and meets local public safety codes; if it is not, you will have to alter the space to adhere to regulations. The zoning of a location is vital; some municipalities may limit sidewalk or outside seating, or may not issue liquor licenses if you are located near a school or house of worship. 

Do your due diligence. By understanding each of these elements, and how they may affect your business plan, you can better choose the right location for your new restaurant.

4Q can provide restaurant site selection consulting services and works with New York’s best commercial real estate brokers to find a location that meets your every need. 

Don’t know where to begin?  Ask yourself, do you have the proper business plan in place to help you be as profitable as possible?  4Q Consulting can develop customized business plans, and operational guidelines to meet your needs.  Email us today for a free business consultation at www.4qconsult.com

All original content copyright Noelle E. Ifshin, 2012-2013. 

Noelle E. Ifshin, President, 4Q Consulting, LLC        

244 5th Avenue, Suite 1430, NY, NY 10001   

Restaurant Consulting NYC | We’re Having a Heat Wave, A Tropical Heat Wave… | 4Q Consulting, LLC

We’re Having a Heat Wave, A Tropical Heat Wave…

Just as Irving Berlin wrote, “The temperature’s rising/ It isn’t surprising”.

This week’s heat wave has been forecasted and we tend to have one or two every summer.  Restaurant owners should be prepared to take some proactive steps to keep both their guests and employees safe when the mercury rises.

Here are 4 areas to keep in mind to keep guests and employees safe in a heat wave:

Keeping People Safe – 

• Keep guests and workers cool, comfortable and hydrated – make sure everyone is drinking plenty of water
• Either provide both shade and air circulation or close outside seating during the hottest part of the day – to ensure the safety of both your guests and employees.
• Provide water and food for your staff – hydration is vital, but so is maintaining blood sugar levels.
• Monitor staff and guests for signs of distress or heat stroke.
• Lighten the uniforms of the dining room staff – think about a summer weight uniform, with light colors clothing and short sleeves.  
• Monitor patron’s alcohol consumption as over consumption in extreme heat can be accurately dangerous.

Maintaining Your Equipment –

• Service all refrigeration and AC units prior to summer so they don’t breakdown in a heat wave.
• Instruct your staff to keep the AC at a consistent level.  Turning the AC or refrigeration units down too far will overload and freeze up your cooling system, rendering them useless.
• Ensure kitchens are properly ventilated and have fans
• If your ice machine is air cooled and struggling to keep up, consider purchasing cubed ice for drinking; similarly, if your refrigerators and walk-ins are struggling, consider purchasing dry ice.

Monitoring Food Safety –

• Monitor refrigerator and product temperatures closely and take corrective action immediately. Remember all foods must be stored at or below 40°F.  If your walk-in is above 40°F, your food is not properly stored and can be a health hazard.
• To keep cold food cold – 
• Keep walk in and fridge doors closed as much as possible.
• Do not overload refrigerators – if the fan unit in the fridge is blocked, this will cause poor air flow and will inhibit the unit’s cooling ability.
• Do not block refrigerator’s external condensing unit with debris and storage items; which would inhibit the units cooling ability.
• Prepare food in small batches to reduce the amount of time food is out of refrigeration and in a very hot kitchen.
• Use proper thawing and cooling techniques: do not leave food out on counters to thaw; thaw all food under running cool water (water should be below 70°F).

Modifying Menu Offerings – 

• Offer lighter menu items for the summer – heavy sauces, stews and roasts are can be unappealing when the mercury rises.  These could include cold options such as salads, sandwiches and cold soups.
• Add more small plate and appetizer options as people not only eat lighter food, but they tend to eat smaller portions when it is very hot outside.
• Add frozen non-alcoholic drinks, chillers and fruit flavored waters to menus.

As Cole Porter said in song: “It’s too Darn Hot!”  A few proactive easy fixes can help you get through these periodic heat waves while keeping your guests and employees safe. Also, keep in mind for next year’s planning.

Don’t know where to begin?  Ask yourself, do you have the proper written procedures and operational guidelines in place to help you be as successful as possible?  4Q Consulting can develop customized operational guidelines and training programs to meet your needs. Email us today for a free business consultation at www.4qconsult.com.

All original content copyright Noelle E. Ifshin, 2012-2013.

Restaurant Consulting NYC | 4 Warning Signs That Your Operational Procedures are Impacting Your Bottom Line | 4Q Consulting, LLC

4 Warning Signs That Your Operational Procedures are
Impacting Your Bottom Line –
Mid-Year Review

As we enter the second half of 2013, now is the time to take stock of your business’ operational inefficiencies. Whether you are restauranteur, caterer or food service provider, examine which procedures are currently working and get rid of those that are not.

Here are 4 warning signs that indicate that you have a problem with some of your operating procedures that may impact your bottom line:

High Employee Turnover - This is an indication of a larger human resource issue.  Exit interviews can uncover a pattern of something amiss in your organization. For example, are your managers adhering to the guidelines of your employee handbook?  Our Blog,  4 Reasons Why Your Restaurant Needs an Employee Handbook,  takes a look at this.  High employee turnover becomes expensive due to the cost of recruiting, hiring and training new staff.  High turnover can also make it hard to maintain your desired level of product and service quality, as it pulls management away from running the business to train new staff and by always having novice front-line staff.

Theft - If you think you don’t have any, you are wrong; and if you are aware of some theft, the problem is larger than you think it is. Re-examine the obvious places where theft occurs to ensure your controls are in place and being used.  But also look at the less obvious places.  In our previous blog we discussed, how theft is a major drain on your bottom line. Our Blog entitled: How Much of your Profits are Being Eaten by Employee Theft? Four Basic Ways to Prevent Employee Theft in your Establishment, examines this more in depth.  Holding your staff accountable with strict controls, checks and guidelines can help you to maintain your bottom line profits.

Safety and Sanitation – Poor safety and sanitation can lead to waste, unnecessary health department fines, and a PR nightmare. Now is the time to review your food safety and sanitation training program.  As discussed in our blog entitled  4 Reasons why it is Vital that All Employees are Trained in Food Safety,  having dirty bathrooms, employee accidents, fruit flies at the bar, or violations from the health department can hurt your quality, effect employee morale and lead to a loss of business.

Quality –There are many components to quality.  They all lead back to proper training and execution of operating procedures by your staff.  Seeing an increase in improper order taking, plates being returned to the kitchen and general complaints about service and cleanliness are often red flags, as are negative on-line reviews. A positive customer experience is the ultimate goal. Turning poor customer experiences into positive ones can be a valuable training tool and learning experience, and can lead to customer loyalty.  Our blog Bad Experiences Can Make Loyal Customers explores this.

The issues above can erode your profit margin quickly and lead to your business’ demise. If procedures are not working now, they won’t work in the future and need to be changed. Improving upon your guidelines and procedures can ensure that 2013 is your most profitable year yet.

Don’t know where to begin?  Ask yourself, do you have the proper written procedures and operational guidelines in place so you can be as profitable as possible?  4Q Consulting can develop customized operational guidelines and training programs to meet your needs.  Call or email us today for a free business consultation!

All original content copyright Noelle E. Ifshin, 2012-2013.

Restaurant Consulting NYC | Happy July 4th! | 4Q Consulting, LLC

Happy July 4th!

Restaurant Consulting NYC | Risks and Responsibility of Owning and/or Operating a Restaurant Series: Accident Prevention | 4Q Consulting, LLC

Risks and Responsibility of Owning and/or Operating a Restaurant Series:  

Accident Prevention

When you decide to own or operate a restaurant there are inherent risks and responsibilities that you are undertaking.  It is important that you take every measure to minimize these to protect yourself and your employees from possible injury, harm, litigation and financial loss.

As a restaurant owner, it is your responsibility to keep both your guests and employees safe, while they are in your establishment.  Restaurants are full of hazards and can be dangerous places, if safety is not top of mind.  Injuries from accidents in your restaurant of either a guest or employee create a no-win situation for everyone involved.  The injured party experiences pain, suffering and incapacitation while the company suffers from the loss of the injured person's contributions, possible litigation and financial loss.

Here are four basic steps to help prevent accidents in your restaurant:

Cleanliness & Maintenance – Slips, trips and falls are the most common types of accidents in restaurants and these are most often caused by wet, greasy or unclean floors; uneven, improperly secured and/or frayed flooring or carpeting can also be the culprits.  Spills and wet floors should be cleaned up as soon as they occur, and trip hazards should be fixed as soon as they become apparent. Additionally, handrails should be properly secured, outside walkways should be well lit and all stairways should be kept clear.  Another common cause of injury is poorly maintained or broken equipment: This could be as small as chipped glasses in the dining room or as large as frayed electrical wires on the Robot Coupe. Ensure that all equipment is routinely inspected, serviced or replaced for the safety of your employees and guests. 

Safety Tools for the Job – Proper clothing on your employees can be one of the most valuable safety tools in your restaurant.  Starting from the bottom up, all employees should wear sturdy leather, anti-slip shoes specifically designed for hospitality workers.  Moving upwards, legs, arms and heads should be covered in kitchens to prevent cuts and burns; in the dining rooms, uniforms should fit properly to avoid trips on pant legs and sleeves getting caught on service items or in machinery.  Additional types of supplies for safety include, but are not limited to: “caution when wet” signs, knife guards and gloves, proper eye protection, and guards on slicers.

Safety Protocols – Written guidelines for safety procedures must be developed, communicated to all employees and adhered to.  These procedures should become part of the routine, with managers and supervisors integrating them into their daily activities: training, pre-service uniform line ups, and regular facilities inspections. Job-specific protocols should be included in position-specific written manuals, and general safety protocols should distributed to all employees in writing.  Never assume that your employees know even the most basic safety protocols, and always put them in writing.

Train, Train and Train Again – Safety training should be a major focus when on-boarding new employees, however training should not stop there. Accidents often happen when employees become complacent; incorporate safety procedures into employees’ daily job responsibilities and reinforce these protocols with refresher training.  Pre-service staff meetings are a convenient time to discuss safety issues and keep them top-of-mind. It is also helpful to have reminders of safety protocols throughout the work areas: For example, in the delivery receiving area posters reminding proper lifting technique, or signs near large kitchen equipment reminding proper use of safety guards.

The points above are employee training issues at their core.  Properly educating your staff in all manner of restaurant safety is crucial in preventing accidental injury of employees and guests and protecting your business from potential litigation.

Don’t know where to begin?  Ask yourself, do you have the proper procedures and operational guidelines in place to help you be as profitable as possible?  4Q Consulting can develop customized operational guidelines and training programs to meet your needs.  Email us today for a free business consultation at www.4qconsult.com.    

All original content copyright Noelle E. Ifshin, 2012-2013. 

Restaurant Consulting NYC | Risks and Responsibility of Owning and/or Operating a Restaurant Series: Responsibly Selling Alcohol | 4Q Consulting, LLC

Risks and Responsibility of Owning and/or Operating a Restaurant Series:  

Responsibly Selling Alcohol

When you decide to own or operate a restaurant there are inherent risks and responsibilities that you are undertaking.  It is important that you take every measure to minimize these to protect yourself and your employees from possible injury, harm, litigation and financial loss
.
One of the first decisions you make in planning a restaurant is if you want to apply for a liquor license. The sale of liquor is controlled differently in each state in the US, and often at the local level, under laws referred to as “Dram Shop” law. The process of obtaining a liquor license, and the types of licenses available, differ as well. Your local and state law may influence your decision on the type of liquor service you will have in your restaurant – beer and wine only, full bar, bottle service, or “bring your own”.  It is imperative that you know the laws regarding your legal responsibility in each of these situations.

Your bartenders, and anyone else on your staff that handles and serves alcohol, must be properly trained in how to limit your liability. In some states even, individual servers need to obtain permits to be able to serve alcohol.  

Here are four basic ways to ensure the responsible sale of alcohol:

Check Identification – The first step in serving alcohol responsibly is to eliminate underage drinking; to do so, you must verify age by checking Identification.  It is essential to train your staff on how to check, and what are acceptable forms of ID.

Do Not Over Serve – It is never a good idea to continue to serve inebriated patrons.  It is your right to refuse service to guests who are drunk, whether they arrive drunk or become so at your restaurant.  It seems simple enough to figure out when someone has had one too many, however, some people can hold their liquor very well. If your staff is not properly trained, they may not realize the patron is drunk until it is too late.

Offer Options – Cutting a customer off is never any easy task.  When having to say “no” to alcohol, offering other options such as food and non-alcoholic beverages softens the blow.  This allows the customer to still be served in your restaurant.  Be aware that food and coffee will not sober someone up; the only proven method is time, and keeping the customer in your restaurant allows time to pass. 

Ensure Safe Transit – Do not allow the guest to leave your restaurant drunk if they are driving.  Either be certain another member of their party is able to drive, or offer to call a cab or another ride home for them.  In many instances, by permitting an inebriated customer to leave your establishment, you, your bartenders and servers could be held liable should that individual cause harm in an accident.

A restaurant’s liability in serving alcohol is a very complex matter and these points are only the beginning. Two of the top nationally recognized training programs in this area in the US are TIPS® (Training for Intervention ProcedureS) and ServSafe Alcohol®. Having members of your staff properly trained in this area can prevent situations where you might have potentially significant liability. Additionally you may be able to receive credit on your insurance premiums by having members of your staff certified in these programs. 

The points above, though crucial in protecting your business from potential litigation, are customer service issues at their core. Properly training all of your staff in how to handle difficult situations so that they are not embarrassing for the customers involved has tremendous value in customer loyalty.

Don’t know where to begin?  Ask yourself, do you have the proper procedures and operational guidelines in place to help you be as profitable as possible?  4Q Consulting can develop customized operational guidelines and training programs to meet your needs.  Email us today for a free business consultation at www.4qconsult.com.


All original content copyright Noelle E. Ifshin, 2012-2013.

Restaurant Consulting NYC | A Well Trained Staff is Your Secret Weapon | 4Q Consulting, LLC

A Well Trained Staff is Your Secret Weapon

Restaurant owners are often frustrated by not achieving their goals in relation to quality, customer satisfaction and financial benchmarks, yet many times they have not given themselves the appropriate tools to do so. Tools for your restaurant such as the newest, most integrated POS system, the most expensive kitchen and bar equipment, and even the best operating systems and procedures do not mean anything without a well-trained staff. 

People run your business and your business is only as good as your people.  An effective training program is an owner’s key tool to ensure consistency in product and customer service, which is a basic tenent of running a restaurant.  

Here are four key elements of such a program:

Proper Training Materials – Codifying operating procedures so they make sense to you is easy, however organizing and presenting the materials in a way that your staff will understand them may not be. Your staff probably comprises a diverse combination of people from different socioeconomic backgrounds and cultures with varying levels of education; additionally, research shows that people learn in three very distinct ways: visually, auditorily or tactilely. A training program that takes all of these factors into consideration should include: job specific written manuals (perhaps in more than one language), demonstrations and/or illustrated step-by-step procedure instructions, and hands-on or role-playing exercises.

Validate & Reinforce Your Training – To validate the efficacy of your training you must quiz, test and confirm that the information has been learned and absorbed. It is also important for managers to reward and reinforce the “good behaviors” done on the job - those that follow operating procedures as trained, as we discussed in our blog Keeping Employees Happy at Work – Happy Employees Part 2. Through reinforcement, you will discover who needs more training, how effective your training is, and perhaps what changes need to be made to your program.

Train your Trainers – Many restaurants often make the mistake of assigning their best employees the task of training new staff without taking the time to instruct them on proper training techniques and methods. Just because an employee is good at what he or she does, does not mean that he or she can teach someone else how to do it. Your trainers must be fully inoculated with company culture including policies, procedures and daily work tasks, as well as customer service values; they must have a complete understanding of the written manual for the job they are training; and they must be taught how to impart information in the way you want, so that training is consistent.

ABT – Always Be Training! – Training should be ongoing, not limited to the initial on-boarding process, and incorporated into the daily routine of your operations. As we wrote in our blog Are Your Pre-Service Meetings a Waste of Time?, there is an opportunity every day to share new information and keep your staff’s knowledge up-to-date. Work closely with your managers on what needs to be retrained, as they should be most aware of how policies and procedures are being followed by their direct reports.

A well-run restaurant can survive without the newest technology or the latest equipment. However, it cannot succeed without people trained to execute your vision, product and service ideals.  If you do not invest the time and energy to have a full training program, hitting your business targets becomes increasingly difficult.  As an owner or operator, a well-trained staff – from your Executive Chef to your Bussers – is your primary and most valuable tool.

Don’t know where to begin?  Ask yourself, do you have operational guidelines in place so you can be as profitable as possible?  4Q Consulting can develop customized operational guidelines and training programs to meet your needs. 
Email us today for a free business consultation!

All original content copyright Noelle E. Ifshin, 2012-2013.

Restaurant Consulting NYC | Bench Strength = Success | 4Q Consulting, LLC

Bench Strength = Success 

All companies, large and small, must develop the next generation of leaders in order to thrive, let alone survive.  Using a sports analogy, the best teams have incredible talent, but they also have depth of talent, so they can readily adapt to change and adversity; this is called “bench strength.” The teams with the deepest bench strength often win championships because they can overcome injury, fatigue and unknowns where other teams fold under these types of challenges.
  
Successful restaurants build depth in their teams, at all levels, to help them through unexpected challenges such as market shifts, turnover in key positions and/or employees falling ill. It is essential that restaurants have people who can take the reins in any situation to ensure continuity and effectiveness. Additionally, having bench strength keeps you ready and poised for growth and expansion.

Here are 4 ways to help develop your bench strength in your restaurant:

Find Great Employees – Invest first in people, not ideas.  People are the most important asset to the success of any business, and hiring the right team makes everything else much easier.  Finding great employees can be challenging and takes time.  Make sure to give yourself enough time to find the right people so you don’t end up hiring someone just because you need a body.  Hiring the wrong employees is very expensive because it creates disruptive turnover and impacts the morale of the remaining employees.   There are only so many seats on your bench, don’t fill it with sub-par players!

Ensure A Cultural Fit – As we touched upon in, How to Hire for Attitude as Well as Skill, “great employees are those who have both the technical skills required for the job as well as personal attributes that gel with your company culture and core values”.  You can always train, and even re-train, for skills depending on needs, but it is impossible to train someone to be hard-working, thoughtful, and honest.  Restaurants that are successful have a continual focus on their company culture at all levels and in all areas of the business.  They are quick to recognize when they made a wrong hire and remove poor cultural fits early on.

Share Knowledge – Cross functional training pays off when a key employee, manager or chef is out unexpectedly, and offers flexibility during periods of high volume.  It allows individuals an opportunity to develop and expand their skill sets, showing that you value their career development.  Sharing knowledge openly with your staff also pays off when a position opens up or your restaurant is ready to expand - you then have employees on your bench ready to go into these new roles.  Spending the time to cross-train can also provide employees with fresh perspectives, encourage service improvements and effective problem solving.

Empower Decision Making – Unfortunately, many managers feel that by empowering employees to make decisions, they lose the ability to lead and control their team.  This is a management myth.  When employees are part of the decision making process, they are highly motivated because they feel that they have control over their job roles.  The only way empowerment works is if there is effective two-way communication and trust between management and staff.  The more information employees have, the better they are going to be at making smart decisions for your business.

Furthermore, if employees are used to making their own decisions, they will be more prepared to make difficult ones as they move up the ladder. They will also have more ownership over a task because they made the decision instead of having it forced upon them. 

Putting the right people in the right seats on your bench is crucial to your survival.   A fully trained, empowered and invested team will allow you to be successful in your current business and future growth.

Don’t know where to begin?  Ask yourself, do you have the proper procedures and operational guidelines in place to help you be as profitable as possible?  4Q Consulting can develop customized operational guidelines and training programs to meet your needs.  Email us today for a free business consultation at www.4qconsult.com.

All original content copyright Noelle E. Ifshin, 2012-2013.

Restaurant Consulting NYC | Keeping Employees Happy at Work – Happy Employees Part 2 | 4Q Consulting, LLC

Keeping Employees Happy at Work 

 Happy Employees Part 2

As we explored in Employees are Your First Customers - Happy Employees Part 1, we know that happy, engaged employees are good for your restaurant’s business. However, what makes people happy in their jobs is subjective, can be elusive and varies by employee.  

Here are 4 basic things that you can do to increase employee satisfaction:

Supply Basic Tools for the Job – It’s simple: if your employees do not have the proper tools to do their jobs, they will not perform well.  Management must provide these tools whether they are tangible or not, such as working POS computer terminals or proper employee training.  It is frustrating for employees to have to work with broken equipment or poorly trained team members, which creates a negative environment.  

Train, Empower and Hold Accountable – Employee empowerment generally means the process of allowing employees to have input and control over their work and work environment.  Empowering employees begins with clear direction and thorough training.  Once you have spent the time to properly train all of your staff, you can trust that they have the knowledge to make decisions on their own.  However, empowerment is not a free pass for your employees; you must have clear and fair accountability for this to work.  Empowered employees have proper knowledge, are left to do their jobs and are held accountable for their work – both good and bad. This makes: committed, loyal and conscientious employees.

Praise, Recognize and Reward – Managers who only try to catch their staff “doing it wrong” create a negative culture of fear and manipulation, which has a direct correlation to negative business results. Instead, managers should actively seek to catch people “doing something right” or “better than before”, then they should praise that behavior specifically and immediately.  Employees who feel appreciated for their hard work will work harder; by creating an environment where employees feel valued, you create a safe place for work to thrive.

As discussed in our Blog: Are your Pre Service meetings a Waste of Time? the pre service meeting is also a great time to publicly praise, recognize and reward your team members’ achievements.  Giving even a small token as a reward for a job well done goes a long way in motivating staff at all levels.

Clear Career Growth Opportunities – One key reason that employees leave jobs is the lack of a clear career path within their current organization. We have previously discussed the cost of employee turnover in terms of having to constantly recruit, hire and train new employees. However, there is also a cost in not having any “bench strength” in your “bullpen”.  If you do not have employees who are trained and ready to move up into the next position, you cannot effectively grow your business.  Make sure everyone, including your managers, knows the career paths available within your organization.  If employees do not know their own career paths, they might intentionally stifle the growth and training of subordinates, which in turn impacts your business growth.

If owners and management do not have open, two-way communication with their staff, and employees feel that management doesn't care - you have a recipe for disaster. Employees must comfortably be able to make management aware of issues such as broken or lacking tools, or a need/desire for more or better training; management should address these concerns directly, letting staff know how and when items will be handled. In this environment, everyone knows what is wanted, needed, expected or promised – the team is “on the same page” and can work more effectively.

Don’t know where to begin?  Ask yourself, do you have the proper written procedures and operational guidelines in place to be as successful as possible?  4Q Consulting can develop customized operational guidelines and training programs to meet your needs.  Email us today for a free business consultation!

All original content copyright Noelle E. Ifshin, 2012-2013.

Restaurant Consulting NYC | Employees are Your First Customers | 4Q Consulting, LLC

Employees are Your First Customers 

Happy Employees Part 1

All too often, restaurant owners take their employees’ job satisfaction for granted. They focus all their energy on achieving financial results, acquiring new customers, launching new marketing ideas, and driving guest satisfaction, but they forget about the people who actually turn all those HR action verbs into real-life actions.  Treating employees as internal customers is the first step in providing a productive, positive environment, which reinforces your company’s hospitality and service culture.

Here are 4 reasons you should consider employees your customers:

Happy Employees = Happy Guests – Front-line employees are the key connection between your restaurant and your guests. As a result, if your employees aren't happy, your guests won’t be happy with their experience in your restaurant and your restaurant won’t be happy with the business results.  A rude, surly or unhappy server does not provide the best possible experience for your guests and can often turn guests off.  In today’s economic environment, poor service will not be tolerated and can drive you out of business.

Happy Employees Are Engaged - Engaged employees care about the end results and the quality of work that they do.  They want to perform their job well and provide great service to their customers. They enjoy coming to work, interacting with their co-workers and making their customers happy.  They tend not to cut corners; approach jobs with energy—which enhances productivity—and come up with creative service improvements, which enhance the customer experience.  Unengaged employees do not care about co-workers or customers, need constant supervision and lose interest in what is best for the team, which increases operating costs. 

Happy Employees Exceed Expectations - Happy employees are more likely to help out without being asked, are willing to pitch in when needed, and will not say the dreaded “that’s not my job”. When employees come in on short notice to cover a shift, stay late for the good of the team, and/or clean without being asked, it makes it easier to manage and run the business.

Also, by going above and beyond for your guests, happy employees deliver an enormous payoff: creating passionate, loyal patrons who spend more money, stay longer, return often, and tell their friends; all of which generates sustainable growth.

Happy Employees Become Brand Ambassadors – Happy employees will speak positively of your restaurant and unhappy employees will speak negatively of your restaurant.  In social situations, often the first question asked is “What do you do?” or “Where do you work?”   Such moments can add or take away value to current and future customer experiences; increase or decrease loyalty; and leave positive or negative impressions.   All employees, not just management, can build or detract from your restaurant’s brand.

Employers need to take care of their employees first, in order for their employees to provide the best experience for guests.  Employees with high job satisfaction remain with their employers longer, reducing turnover.  This in turn, lowers the cost of constantly having to recruit, hire and train new staff and provides stability to grow your business.  

Stay tuned to next week’s Blog, Happy Employees Part 2…..

Don’t know where to begin?  Ask yourself, do you have the proper written procedures and operational guidelines in place to be as successful as possible?  4Q Consulting can develop customized operational guidelines and training programs to meet your needs.  Email us today for a free business consultation!

All original content copyright Noelle E. Ifshin, 2012-2013.

Restaurant Consulting NYC | Fresh Flowers In your Restaurant – Yes You Can Afford Flowers! | 4Q Consulting, LLC

Fresh Flowers In your Restaurant – Yes You Can Afford Flowers!

Our clients often ask us if they should have fresh flowers in their restaurants and cited their budget as a reason to forgo them.  Fresh flowers that complement your restaurant’s décor and color scheme will instill a warm, welcoming, and hospitable environment. Placing a small, artistically-made arrangement of fresh flowers on each table can raise your diners’ spirits and make them feel welcome, which in turn can help drive repeat business, especially for your local clientele.

The expense of fresh flowers can be mitigated if they are if managed and handled correctly to extend their use.  Here are some tips to manage the cost of your floral arrangements:

Choose Wisely – Choosing hearty flowers that last relatively long will be most cost effective. For example when watered regularly, flowers such as hydrangeas and chrysanthemums can last five to seven days. While other flowers might look pretty, replacing them every two or three days can get costly. Work with your florist to select bunches that will bloom, as these can live for up to two weeks if cared for.

Keep Arrangements Simple and in Line with your Overall Décor – Choosing a suitable vase and flower arrangement will depend on your restaurant’s design and theme. If your budget is limited keep it simple:  a single stem can go a long way.  For instance Cymbidium Orchids come in a variety of colors and can compliment your color palette.

Maintenance – Simple maintenance will help to extend usability. Remove any wilting or discolored flowers as the buds start to blossom.  Add water to the vases every day to ensure a fresh supply of nutrients. When not in use, store the flower arrangements in the fridge.  Work with your florist on how to make your flowers last even longer.  Some florists suggest using a flower preservative or placing two drops of bleach into the water to preserve the petals and to prevent bacteria growth; check with your florist as methods depend on flower type.

Build a Relationship with your Local Florist – Build a rapport with your florist.  When you have a strong working relationship with a vendor they are more likely to work with you on price, advise you of new stock or product and perhaps offer services not normally available (i.e. on-site servicing of arrangements, changing out vases, etc.).  When you have a friendly rapport with your florist, you will receive a higher level of service.  Once this relationship is established, the local florist is much more likely to work with you on payment terms, recommend your restaurant to their clients, and be open to cross marketing and promotions.

Fresh Flowers in your restaurant need not be expensive if done properly and can even help drive business.  Cut fresh flowers can set you apart from your competition, drive repeat business and give you opportunity establish a beneficial vendor partner.

We work with some of the top florists in New York.  Starbright Floral has a business model conducive to our restaurant clients' needs for weekly flowers in NYC.

Don’t know where to begin?  Ask yourself, do you have the proper written procedures and operational guidelines in place so your manager can help you be as profitable as possible?  4Q Consulting can develop customized operational guidelines and training programs to meet your needs.  Email us today for a free business consultation!

All original content copyright Noelle E. Ifshin, 2012-2013.

Restaurant Consulting NYC | Chillin' Out - Safe Food Storage and Handling | 4Q Consulting, LLC

Chillin’ Out -

Safe Food Storage and Handling

Food safety is a top concern for every commercial kitchen. As we head into the warmer months, ensuring all foods are properly refrigerated and stored below 40°F becomes more of a challenge.  Operators must learn about safe and unsafe temperature ranges, especially in how food is stored and handled.

Time and temperature play a vital role in whether food is safe to eat or needs to be thrown out.  We have all heard the adage “keep cold food cold and hot food hot”, which refers to keeping food out of the Danger Zone. The Danger Zone is the temperature range between 40°F and 140°F in which harmful bacteria multiply the fastest. If perishable foods stay in the Danger Zone too long, the food will spoil, meaning there will be no way to kill off the bacteria present. 

Here are some of our key recommendations on food safety and keeping food out of the Danger Zone:

Food Storage -

Monitor Refrigerator and Product Temperatures - Most, if not all, commercial refrigerators come with a built in thermometer. We recommend having a second thermometer in all refrigerators in case one is out of calibration.  Large walk-ins should have several thermometers in different areas to identify temperature differences and possible hot spots.  If your fridge, or areas of it, is warmer than 40°F, your food will never be below 40°F.  Raw and cooked food items should also be randomly sampled for proper temperature with instant read thermometers.  We advise our clients to keep a refrigerator log and take the equipment temperatures twice daily – as part of opening and closing duties.  By getting in the habit of doing this daily, you can identify problems sooner so as not to lose food due to spoilage.

Do Not Overload Fridges - If there are too many items stacked in a refrigerator the unit will have to work too hard to maintain the proper temperature. This could create hot spots where areas of the cabinet are not cold enough and refrigerated food will spoil. Blocking the internal and external air vents of the unit will disrupt proper cooling operation of the fridge, causing temperatures to rise. The refrigeration unit may even stop working altogether.

Proper Refrigeration Maintenance – Make sure that you have a certified refrigerator repair service.  All commercial units need to have their compressors professionally cleaned and serviced at least twice per year to keep them in working order.  The cost outlay of this service often outweighs the cost of lost food due to spoilage, damage to your units from not servicing them, and possible health department fines.  If you are not sure where to find a reputable company, check with your state’s Restaurant Association for a list of suppliers.

Food Handling -

Work in Batches – On hot days, when the ambient kitchen temperatures can be over   100°F, it is a good idea to handle perishable items in batches.  For example, when butchering steaks, it is best to take only one or two whole sides of beef out of the walk-in at a time;  once the batch is done, place the fabricated batch back into the walk-in before starting on the next.  Remember, according to the 2009 FDA Food Code, food cannot be left out in the Danger Zone for more than two hours and it is easy to forget about prep time.

Use Proper Cooling Techniques – Cooked food must to be cooled as fast as possible, so as not to spend too much time in the Danger Zone.  All food that has been cooked to the proper temperature must be cooled to 70°F within two hours and then down to 40°F within another 4 hours.  Train your staff in all the proper cooling techniques.  An example of improper cooling that is all too common: a 5 gallon bucket of hot rice stored in the walk-in straight from the stove; it would still be hot in the center the next morning and have the potential for making your customers very sick.

Use Proper Thawing Techniques - Never defrost food at room temperature. Food must be kept at a safe temperature during thawing. There are only three safe ways to defrost food: in the refrigerator, under cold running water, or in the microwave. Food thawed in cold water or in the microwave should be cooked immediately after thawing because of the time already spent in the Danger Zone.

Having to constantly check temperatures and observe safe food handling practices may seem a bit overwhelming at first, but as with all things, after repeating the correct procedures over and over, it will become second nature. Making food safety concerns part of the daily routine can only help your business by providing tasty, bacteria-free meals to customers.

Don’t know where to begin?  Ask yourself, do you have the proper written procedures and operational guidelines in place to help you be as profitable as possible?
4Q Consulting can develop customized operational guidelines and training programs to meet your needs.  Email us today for a free business consultation at www.4qconsult.com.

All original content copyright Noelle E. Ifshin, 2012-2013.

Restaurant Consulting NYC | Follow the Leader…| 4Q Consulting, LLC

Follow the Leader…

Many restaurants suffer from a lack of leadership.  As we’ved discussed in our previous blog: How to hire for Attitude as well as Skill, hiring for cultural fit is often as important as hiring for technical skills. When hiring the restaurant manager, owners should also be looking for a candidate with leadership skills.

In order to lead rather than just manage, which is vital in today’s diverse fast paced world, one must be able to be more than a day-to-day task master. While a manager deals with the technical dimension in an organization or the job content; a leader marshals resources, human and otherwise, for the best possible results.

Leaders reach company goals more quickly with less drama, reduce costly employee turnover, and guide their teams through change with less damage to the organization. By ensuring that your manager is a strong, positive leader, you can help improve your bottom line.

These are 4 Leadership Qualities to look for when hiring a manager:

Ability to Communicate Vision - While managers plan and organize job assignments, tasks and schedules, leaders provide direction.  Leaders are able to effectively communicate short term and long term goals to all employees. By communicating the organizational vision and helping the staff to understand the role that they each play in reaching these goals, a leader can inspire the team to give 100%.

Builds Relationships and Trust - We often hear that we should “Lead by Example”.  This is true to gain trust, and to be able to build relationships within the organization. Managers who work by the philosophy of “Do as I say, not as I do”, or by not holding all team members to the same standards, often break down trust within the team. Being a role model positively influences people in reaching their goals. Leaders get to know the individual strengths, weaknesses, and motivators of their staff to be able to get the best from them and to achieve company results.

Trains, Coaches and Mentors – Leaders need not be experts in every area, but must understand how all the pieces work together.  Leaders do not micro manage or do the jobs of their team, instead they coach, give advice and guide from the sidelines.  If leaders have set and communicated the goals and job expectations correctly, given their team the tools they need, and instilled trust, they should be able to step back and observe. 

Encourages Change and Risk-Taking – Leaders constantly seek out what is working in the organization and are quick to get rid of what is not. Great leaders openly embrace new ideas, innovation and change.  These are the bosses who praise and encourage team members to come to them with new ideas on how to be better, faster and/or more profitable; often some of the best ideas come from front-line employees. If a manager says “that is not how we do things here”, then he/she is not a true leader.

Much like a revered general going into battle with his platoons behind him, your employees will follow a leader through all aspects of the business with little question. By hiring managers who possess these leadership qualities, you will reach your goals more efficiently.

Don’t know where to begin?  Ask yourself, do you have the proper written procedures and operational guidelines in place to help you be as profitable as possible?  4Q Consulting can develop customized operational guidelines and training programs to meet your needs.  Email us today for a free business consultation at www.4qconsult.com.

All original content copyright Noelle E. Ifshin, 2012-2013.

Restaurant Consulting NYC | Managing Safety Risks in your Restaurant | 4Q Consulting, LLC

Managing Safety Risks in your Restaurant

Restaurants can be dangerous places and accidents can be costly. As an operator, you need to understand the health and safety risks associated with restaurant operations and take appropriate preventive measures to minimize risk and liability.

Every day there are plenty of chances for an employee to become injured on the job: slipping, falling and lifting injuries account for more than 40 percent of serious injuries in a restaurant. Consider additionally a busy kitchen during service, full of sharp implements and open flames, or a frenzied bar area with broken glass. Additionally, a customer may become injured while dining at your restaurant, for example by slipping on a greasy floor or tripping on loose carpeting. It is your responsibility to make safety an integral part of your operational procedures.

Here are 4 ways to help minimize your safety risks:

Define Policies and Procedures - Your employee manual is a perfect tool for laying out your restaurant's safety policies and procedures on everything from proper equipment use to shoe wear choices. The handbook should contain as many scenarios as possible so that staff members know what to expect from their job, how to execute the job safely, and how to react in case of a crisis. This is an integral part of your business and a great training tool.  See our blog: 4 Reasons Why Your Restaurant Needs an Employee Handbook, for more on the importance of Employee Handbooks.

Train Employees Thoroughly - Train new employees in correct procedures and behaviors. Use the Employee Handbook as well as frequent demonstrations to support your training. Training is crucial to keep employees from avoiding behaviors that can risk injury.  Safety training should also include Food Handling Safety Training, see our blog: 4 Reasons why it is Vital that All Employees are Trained in Food Safety, detailing the reasons for this training.

Safety Training in the Pre-Service Meetings – As discussed in our previous blog: Are Your Pre-Service Meetings a Waste of Time, use pre-service meetings for on-going training and awareness of safety procedures and behaviors in the restaurant.  Having a regular safety topic and daily updates for the entire staff keeps these ideas top of mind; complacency is a recipe for accidents. Continue to educate staff on and keep them aware of the potential hazards of working in the restaurant.

Make Safety Part of Manager Evaluations - When safety is integrated in the evaluation criteria for a restaurant manager's review, the manager is apt to take safety more seriously and therefore reinforce the procedures in their employees. Reward managers for low occurrences of injuries and illnesses, or for having regular safety meetings. This is also a good way to hold managers accountable for keeping safety a priority. We have had our clients hang posters on the manager’s office door showing how many days the operation has gone without an accident, for all to see.

Minimizing Safety Risks by having written procedures, proper staff training and holding your staff accountable, can help lower your costs associated with Workmen’s Compensation Claims, Insurance Premiums, and possible lawsuits.  To be successful, make sure your business model incorporates ways to actively work to keep both your employees and customers safe.

Don’t know where to begin?  Ask yourself, do you have the proper written procedures and operational guidelines in place to help you be as profitable as possible?  4Q Consulting can develop customized operational guidelines and training programs to meet your needs.  Email us today for a free business consultation at www.4qconsult.com.

All original content copyright Noelle E. Ifshin, 2012-2013.

Restaurant Consulting NYC | Measure by Measure | 4Q Consulting, LLC

Measure by Measure

It happens at some point in every restaurant: When short on time during prep, or in the rush to get food out of the kitchen, the staff skips the important step of weighing and measuring. To the detriment of profits, scales and measuring tools often go unused on shelves and in cabinets. Over-portioning is the quickest way to increase your food costs and deteriorate your margins.

Measuring product is essential in tracking, analyzing and calculating food costs. Even if your food costs are already at your target, a good portion control system can help further reduce cost, improving your margins and bottom line.  In the long run, the benefits of accuracy are worth the investment in several reliable industrial scales and a full complement of measuring tools. 

Here are 4 steps to improve food costs and profits through portion control:

Have the Right Measuring Tools
Any tool that is difficult to operate, or does not function well in the intended environment, will quickly fall into disuse. Encourage use of proper weighing and measuring tools by working with your staff to find tools that they can manage easily in your kitchen. It is useful to have several scales with different units of measure, such as grams, ounces and pounds, throughout your kitchen. It is also import to have an array of sized scoops, measuring cups, portion bags, and other volume measurement tools.  Make these tools readily accessible so they get used all the time.

Measuring - Not Just for Expensive Proteins
Accuracy reduces costs.  Everything coming into and going out of your kitchen should be measured.  Most obviously measure all of your center-of-the-plate items during prep, but don’t forget your appetizers, sides, salads and desserts.  Additionally, check all deliveries for proper weights and measures, particularly double-check any pre-portioned proteins.   Any discrepancies should be noted; an error on the distributor’s end should not affect your bottom line.

Establish Written Recipes and Measurement Standards
Consistency reduces waste.  For this reason, written recipes and measurement standards are essential.   Slight over-portioning over time adds-up financially: If a crab cake recipe calls for 3oz of meat, but 4oz is used when making a batch of 100 cakes, over 6lbs of crab meat is wasted.  At $25 per pound, this inconsistency added $155 to your food cost.  Train staff on the recipes and the use of the appropriate measurement tools.

Know Thy Waste
The goal should be to have as little waste as possible in your kitchen.   However, there will be times when waste occurs.  By weighing and tracking waste, as well as identifying the cause of the waste (over ordering, improper or excess production, poor food handling and storage procedures) you can account for the cost and address its root cause.  

The 4 steps above can easily be transferred to managing product usage at the bar, as well.

A system to weigh, measure and track is only effective when it is used: You must devise a program that works in your environment and that your employees will maintain. Better understanding the flow of product and waste in your kitchen allows you to use your resources most effectively, improving cash flow and profits.

Don’t know where to begin?  Ask yourself, do you have the proper written procedures and operational guidelines in place to help you be as profitable as possible?  4Q Consulting can develop customized operational guidelines and training programs to meet your needs.  Email us today for a free business consultation at www.4qconsult.com.

All original content copyright Noelle E. Ifshin, 2012-2013.

Restaurant Consulting NYC | An Attitude Adjustment - Hiring for Attitude as well as Skill | 4Q Consulting, LLC

An Attitude Adjustment - Hiring for Attitude as well as Skill

Technical skills, such as the vocational expertise of a chef, while important in making hiring decisions, should not be your only criteria.  You can teach technical skills, but you cannot train people on the personal attributes that make up soft skills such as listening, communicating and empathizing.  By evaluating these characteristics you can measure whether a candidate will fit with your team, company culture and core values.

Bad hiring decisions are costly: they can increase turnover, pull resources away from other projects, be disruptive to other employees and your establishment as a whole. This can negatively impact your bottom line.   

Here are 4 ways to hire for attitude as well as skill:

Take Advantage of Candidate Self-Selection – By listing desired soft skills that align with your company core values and culture in your recruitment ads, candidates will evaluate whether or not they should apply.   This will give you a more focused applicant pool to choose from; reducing your time spent on recruiting, as well as improving the quality and value of your hires.

Be Proactive in your Recruiting - Don’t just wait for people with the right attitude to apply for a job, spot them in the marketplace and make your pitch! When you see someone who clearly embodies the qualities you want on your team, give them your card and invite them to apply for employment. As any great business owner knows, that extremely attentive waiter, remarkably patient sales associate, or well-spoken hostess could be your next great hire.

Use Behavioral-Based Interviewing - This type of interview, focuses on how the interviewee acted in the past to give insight to future behaviors and actions.  Multi-segmented, open-ended questions get to the heart of behavior in relation to soft skills.  For example, when interviewing a restaurant manager you might ask:  “Tell me about a time when you had to manage a difficult employee.  What was the challenge and how did you resolve it?”  Select questions that pinpoint the attributes you seek.

Observe Applicants Outside “The Interview” - Want to see someone’s true colors? Find out how they behaved when they thought no one is watching.  In conjunction with behavioral-based interviewing, this can give you a true read on a candidate.  How did they treat your receptionist or hostess? Did they strike up a friendly conversation with the bartender while waiting for you?  What the candidate says and does outside of the hiring manager’s view can give you a glimpse into their true personality, which may differ from how they present in an interview. 

To build a great company, you must hire great people.  Great employees are those who have both the technical skills required for the job as well as personal attributes that gel with your company culture and core values.   Focusing on technical skills without enough consideration for soft skills and personal attributes can leave you with a dysfunctional staff that can’t work together due to misaligned values. When in doubt, hire for attitude; you can train almost any skill. See the candidate who lacks hard skills as a cause for concern, but see the employee who lacks soft skills and enthusiasm as a giant red flag.

Don’t know where to begin?  Ask yourself, do you have the proper written procedures and operational guidelines in place to help you be as profitable as possible?  4Q Consulting can develop customized operational guidelines and training programs to meet your needs.  Email us today for a free business consultation!

All original content copyright Noelle E. Ifshin, 2012-2013.

Restaurant Consulting NYC | Restaurants Fight the Flu! | 4Q Consulting, LLC

Restaurants Fight the Flu!

The current influenza season is the most widespread since the H1N1 pandemic of 2009-2010. Restaurants, where multiple people are handling food, utensils and glassware, are breeding grounds for influenza germs.  Special consideration should be paid to keep both your employees and your customers safe from the influenza virus.  There are financial implications if half of your staff calls in sick and your customers get sick from eating in your restaurant.

Here are 4 Ways to help stop the spread of the flu in your establishment:

Send Sick Employees Home - Whether for fear of losing their job or missed pay, restaurant workers often come to work when they shouldn’t. Sick employees, front-of-house or back-of-house, should never be tolerated in your restaurant. They will only infect others.

Enforce Hand Washing Procedures - Make sure you have written hand washing procedures in place.  All employees must be trained on how and when to wash their hands and these policies must be enforced.  Hand washing is advised after touching any part of the face, coughing, smoking, taking out the trash, and in between food handling jobs, just to name a few. Frequent hand washing greatly reduces the spread of the flu.

Sanitize - Have hand sanitizers readily available for both employees AND customers in as many areas as possible (e.g. wait stations, bars and bathrooms).  Remember Hand Sanitizers to not replace, but work in conjunction with, proper hand washing. It is also important to sanitize items or areas in your restaurant that customer come in contact with – menus, table top signage, hand rails, door knobs, etc.  Work these items and areas into your shift cleaning checklists.

Train Proper Health Habits – People have an unconscious habit of touching their face, which is the primary way germs are spread. Your staff must understand that they can transfer germs to themselves or others, as well as onto service items through their actions.  Train your staff to be aware of this habit and that they must wash their hands afterwards.  Also train your staff on how to properly handle items that touch or have touched guests’ mouths, both when setting and clearing tables. 

Beyond getting vaccinated, keeping sick employees out of your restaurant and following good health habits can keep your staff able-bodied and your customers coming back throughout this flu season.

Don’t know where to begin?  Ask yourself, do you have the proper written procedures and operational guidelines in place so your manager can help you be as profitable as possible?  4Q Consulting can develop customized operational guidelines and training programs to meet your needs.  Email us today for a free business consultation!

All original content copyright Noelle E. Ifshin, 2012-2013.

Restaurant Consulting NYC | Are Your Pre-Service Meetings a Waste of Time? | 4Q Consulting, LLC

Are Your Pre-Service Meetings a Waste of Time?

The pre-service meeting is often the most underutilized time in a shift, if the meeting is done at all due to being in the “weeds” before service.  Managers usually just end up doing a uniform “Line Up”.  

A well-run, well-planned meeting can be a valuable tool in enhancing staff knowledge, product quality and your bottom line.  Train your managers on the keys to conducting a productive and time-effective pre-service meeting: Plan it, Keep it Short and Simple, and Make it a Positive Experience.

Here are the 4 parts to a well-planned pre-service meeting:

Praise – Set the tone for a positive meeting by praising the staff’s achievements: high sales from a previous service; having received a positive customer comment; someone lending a hand when they weren’t asked to; and highlighting the number of days without a safety incident - always aligning the praise with the company’s core values. 

Information - There will be specific information to communicate each service - menu changes or specials, service items, safety and sanitation updates.  Additionally, this is a good time to give a daily reminder of the restaurant’s and team’s goals. This communication is essential for all the staff to hear together as they head into battle for the shift: it reminds everyone that they are on the same team.

Training – There should be a portion of your meeting dedicated to training and skill building. This can be a wide range of topics: wine tastings, suggestive selling, safety, customer service models, etc. Write a topics list and build mini-training modules - now you’ve discovered how to add hours of training without additional expense.  During the training module of the meeting, let the staff talk. Too many meetings are filled with a one way flow of information, with managers lecturing their staff.  Have your managers lead an open discussion and engage your staff in role playing exercises. 

Wrap Up – Have your manager’s wrap up their meeting by summarizing the points discussed earlier.  Managers should remind their teams that they will be on the floor with them if they have any questions or issues during the service.

The expression “those who fail to plan, plan to fail”, fits the bill here.  If planned and conducted properly, pre-service meetings can be a tool which greatly improves the staff’s morale and product knowledge. This in turn can reduce the number of mistakes, resulting in a better customer experience, a safer work environment, improved food safety and sanitation, decreased costs and increased profits.

Communicating and discussing a topic at a pre-service meeting then addressing it during a busy service is a very effective way to manage employees. 

Don’t know where to begin?  Ask yourself, do you have the proper written procedures and operational guidelines in place so your manager can help you be as profitable as possible?  4Q Consulting can develop customized operational guidelines and training programs to meet your needs.  Email us today for a free business consultation!

All original content copyright Noelle E. Ifshin, 2012-2013.