One of the biggest challenges of running a multi-location restaurant is ensuring that the day-to-day operations run smoothly.
With multiple locations or a multi unit restaurant group, you'll have to keep track of inventory, schedules, and customer service across all restaurants. This can quickly become overwhelming, especially if you're not equipped with the right tools and systems.
It's important to create a structured approach to monitor and manage these daily tasks to prevent any operational hiccups that could affect the customer experience.
Here are some of the top challenges of managing multiple restaurants:
Maintaining Consistency
Consistency is key in the restaurant industry, and it's even more crucial when managing multiple restaurant locations. Customers expect the same level of quality, service, and experience, regardless of which location they visit.
Maintaining consistency can be challenging, especially if your restaurants are spread out geographically. However, it's not impossible. Here are a few ways to ensure consistency across your locations:
- Establish a Standard Operating Procedure (SOP): Create a detailed, step-by-step SOP for each aspect of your restaurant operation, including food preparation, customer service, and maintenance. This will ensure that all of your locations follow the same protocol.
- Use the Same Menu Items: To maintain consistency in the taste and quality of your food, it's best to have the same menu items at all locations. This will also help with inventory and supply management. Additionally, consider using the same suppliers for your ingredients to ensure the flavor profile remains consistent across all dishes and locations.
- Implement a Training Program: Training your employees on your restaurant concept, SOPs, and menu items will help ensure that all locations adhere to the same standards. Consistent training programs help inculcate a uniform approach to customer service and food preparation, which is vital for brand identity.
- Regular Communication: Regular communication between your management team and employees can help identify any issues and maintain consistency across all locations. Establishing a routine for communication, such as weekly meetings or reports, helps keep every team member on the same page and reinforces the importance of uniformity in operations.
Moreover, regular site visits by upper management can help reinforce the SOPs and provide opportunities for in-person coaching. It's also a chance to receive feedback from employees and make adjustments as necessary to ensure each location upholds the restaurant's standards.
Communication and Coordination
Effective communication is key to the success of any business, and this is particularly true when managing multiple restaurant locations. You must have proper communication channels in place to ensure that all locations are aligned and working towards the same goals. However, with multiple locations, it's not always easy to coordinate and communicate in real-time.
Use Communication Tools
Thankfully, with advancements in technology, there are several communication tools that you can use to keep your team members connected and updated. Here are some popular options:
- Slack: Slack is a popular communication tool that allows you to create different channels for different teams and topics. You can also share files, make announcements, and integrate with other tools that you're already using.
- Zoom: Zoom is a video conferencing tool that allows you to have face-to-face meetings with your team members, regardless of their location. It's a great way to stay connected and address any issues in real-time.
- Trello: Trello is a project management tool that allows you to create boards, lists, and cards to organize your tasks and collaborate with your team. You can also set deadlines, assign tasks, and communicate within the tool.
- Google Drive: Google Drive is a cloud-based storage solution that allows you to store and share files with your team members. You can also collaborate on documents and spreadsheets in real-time.
- Restaurant-Specific Communication Tools: There are also communication tools designed specifically for the restaurant industry, such as 7Shifts and HotSchedules. These tools offer features like scheduling, messaging, and task management, all in one place.
Regular use of these tools can help ensure that everyone is aware of their responsibilities and any changes to operations or policies. They also serve as platforms for brainstorming and sharing best practices, which can be incredibly beneficial for problem-solving and innovation. Moreover, these tools can be used to celebrate successes, which can help build a cohesive and motivated team across all your restaurant locations.
Ensuring Customer Service
Providing excellent customer service is crucial for the success of any restaurant, and this is even more important when managing multiple locations. Customers should receive the same level of service and experience, regardless of which location they visit. Here are a few tips to ensure customer service across all locations:
- Create an Employee Handbook: An employee handbook is a great way to communicate your restaurant's values, expectations, and standards to your team members. It should also include information on how to handle customer complaints and provide excellent customer service.
- Conduct Regular Training: As mentioned earlier, regular training is crucial to maintain consistency and ensure that all employees are well-equipped to handle customer service. Role-playing scenarios and customer service workshops can be particularly effective in preparing staff for various situations they may encounter.
- Solicit Feedback: Encourage customers to leave feedback and reviews, and take them into consideration when making improvements to your operations. Actively engaging with customers on social media and review platforms can also help you gauge customer satisfaction and respond promptly to any concerns.
In addition, it's important to establish clear channels for customers to communicate with your restaurant, such as dedicated customer service lines or email addresses. By providing multiple avenues for feedback, you're signalling to customers that their opinions are valued and that you're committed to providing an exceptional dining experience.
Managing Your Team
Managing a team is no easy feat, and it becomes even more challenging when you have multiple locations. You must have a reliable team in place to ensure that each location is well-managed and performing at its best.
Hire the Right People
When managing multiple restaurants, you'll need to rely on your management team and employees to oversee the day-to-day operations. Hiring the right people who are capable, reliable, and share your vision is crucial. Here are some tips for hiring the right people:
- Clearly Define Roles and Responsibilities: Clearly defining roles and responsibilities will help you find the right candidates for the job. It will also help employees understand their duties and what's expected of them.
- Look for Relevant Experience: When hiring for managerial roles, look for candidates with previous experience managing multiple restaurant locations. This will ensure that they have the necessary skills and knowledge to handle the job.
- Conduct Thorough Interviews: Take the time to conduct thorough interviews and ask relevant questions to assess a candidate's skills and qualifications. Use behavioral interview techniques to gauge how a candidate may react in real-world situations they're likely to encounter in your restaurants.
It's also beneficial to create a strong company culture that reflects the values and goals of your restaurant. This culture should be communicated from the very first interview and reinforced through onboarding and continuous engagement. A positive and well-defined culture can attract high-quality candidates who fit well with your team and are more likely to stay long-term, reducing turnover and maintaining consistency in service.
How to Manage Multiple Restaurants?
To effectively manage multiple restaurant locations, you'll need to delegate responsibilities to your management team and trusted employees. This will help lighten your workload and allow you to focus on the bigger picture.
However, it's crucial to ensure that your team members are well-trained and capable of handling their assigned tasks. Proper delegation can also help foster a sense of ownership and accountability among your team members. It's important to remember that delegation is not just about offloading tasks; it's about empowering your staff to make decisions and take action within their scope of work.
Additionally, utilizing technology, such as point-of-sale (POS) systems that can integrate with inventory management and scheduling software, can streamline day to day operations and provide real-time data to aid in decision-making. This can help each location run like a well-oiled machine, with minimal direct oversight needed for routine tasks, allowing you to concentrate on strategic growth and customer satisfaction. The right technology can make restaurant managing a breeze.
Takeaways
Running a multi-location restaurant can be highly rewarding for restaurant owners, but it also comes with its own set of challenges. By delegating responsibilities, maintaining consistency, leveraging technology, and hiring the right people, you can overcome these challenges and ensure that all your locations are successful.
With proper planning and effective communication, you can manage multiple restaurant locations and take your business to new heights. Remember to stay adaptable, as the restaurant business is constantly evolving, and being able to pivot and embrace change is key to long-term success.
For almost 20 years, 3S POS has offered one of the most flexible EPOS systems to international brands such as Caffe Concerto, Maroush, Comptoir Libanais, Pepe’s Piri Piri, GDK and thousands more delighted customers.
If you are looking for an EPOS system for restaurants that will not just help you accept payments but includes inventory management, loyalty programs, and much more, speak to our sales for a free demo.