Let's be honest, peak hour anxiety is a very real phenomenon that can occur in many different restaurants. Picture this; it is Friday afternoon and you are prepping your evening shift team for the upcoming peak hour. You are expecting a wave of weary office employees looking forward to happy hour, date-nights, birthday celebrations & family get-togethers, all of whom will be swooping in on your establishment to unwind after a hectic week. As you look around at your team, you see ashen, nervous faces. To make matters worse, you are currently understaffed due to many of your team members calling in sick.
In order to prepare for such an event, here are some tips to empower your restaurant team members to keep morale during peak hours:
Host short and frequent training sessions
A great way to set your team up for success as well as boost their confidence is to host 15-minute pre-shift training sessions, especially on peak days. You might want to run over:
How to be a great server with speed, professional communication and consistency - provide them with the basics. A smile and a warm greeting can bring you a long way. Agree to have a specific team member deal with a certain number of tables to avoid confusion. Your team can establish a rapport with customers by seating them quickly with a glass of water and a quick rundown of suggested dishes or drinks before moving on to their next designated table.
How to handle a crisis/how to handle an angry customer - tell your team to listen to the customer calmly and patiently before reacting, apologise where needed and present them with a solution, for example free dessert or drink. Remember to assure your team that as the manager you will be happy to provide them with support wherever needed.
Upsell food and drinks pairings - keep your team in the loop on today's specials and what drinks would go wonderfully with the meal. Take it a step further, inform your team about the different flavours that may be expected in the food or drink. Your customers will be impressed by your team's knowledge and passion about the food they are about the serve.
Remember to emphasise the values of your brand, and share ideas constantly. Continue the learning with your staff to better your establishment and build a dream team.
Have a collaborative team meetings
Encouraging your team members to come up with ways on how to work smarter during the shift. This will make them feel like a valuable part of the team, as well as feel heard, ensuring retention in the long-run. Let them lead with their experiences on how they have solved various problems.
Make work easy through improved systems
Providing your team with clear systems and processes will help your team work more efficiently, which is incredibly important for busy restaurants! With the use of Waitrr's QR ordering system, your team will feel a lot more confident during busy hours:
Seat your customers with a glass of water and a simple explanation on how to scan the QR code for the menu, browse the specials, place the order, and pay in just 15 seconds. This will allow your team members to seat other customers and repeat the process, without having to run back and forth to key the orders in - thereby reducing potential human errors. Your customers will love the speed and efficiency of the service and will want to return for more!
With Waitrr's live online feedback form, your team will be able to avoid crisis situations and provide on the spot corrections. A prompt will be sent to your customers via text message after their meal, where they will be able to leave a review. These reviews will be important to your establishment and will allow you to have an understanding of your areas of success, and the areas that require improvement.
Waitrr's online ordering system prompts your customers to add to their orders, thereby pumping up your sales! Through utilising CRM information, this QR ordering system will encourage your customers to add side-dishes or try out the specials which are usually skipped over in a traditional menu. Your customers will love how convenient it is!
By empowering your team members, you will have a dream team to run your F&B operations in a hassle-free and seamless way. Make the most out of technology with Waitrr! Use this cost-effective solution to further eliminate errors, waiting time and cut down on your manpower. Your restaurant team members will breathe a sigh of relief as this mobile ordering and payment solution strips away their anxiety and allows them to focus on providing your customers with a stellar experience. This is the smart way to make your restaurant team members happy!