Running a profitable restaurant

If you are like me you have minimum expectations of your restaurant's management team. You expect they will run a smooth operation, take care of the all the basics and control the numbers.

But have you ever found yourself utterly displeased with a manager who is meeting these minimum expectations?

Early in my career, I found myself in this situation all too often. That's when I worked on improving how we selected management and I created what I called the "Greater Expectations" of management. Today I call them "The 12 keys to Running a Profitable Restaurant."

1. Take Ownership

Taking ownership in your restaurant is your first priority. Whether you are the owner or part of the management team, realize your restaurant is a reflection of you.

Taking ownership requires a positive mental attitude. Each day, prepare yourself for a high quality guest experience, high performance from employees and high profits. Having a positive mental attitude and being prepared are the cornerstones of taking ownership-and becoming a great leader.

2. Lead By Example

Leading by example takes commitment. This is often difficult for owners and managers because it requires them to model the behavior and actions they wish others to follow.

While many books have been written on quality leadership, I am here to tell you, it all starts with leading by example.

3. Stay Out in Front of Your Direct Supervisor

Staying out in front of your direct supervisor means knowing the answer before it's asked. If your direct supervisor consistently asks what the shifts table turns and the average ticket is, don't keep saying, "I don't know." Be ready.

4. Make Fun Happen

Just as you plan for a successful day, you have to plan fun. Creating an environment where people have fun translates to happy employees and guests, and has a huge impact on your bottom line.

5. Stay Focused

Often times, running a restaurant feels like all you're doing is "putting out fires." It doesn't have to be this way.

This is where your business plan comes in. It's imperative to achieving your goals because it provides focus. Armed with a strategic business plan, keep your eye on the ball at all times. Structure everything you do with end results in mind.

6. Always Put Your Ego Aside for the Greater Good of the Team

When was the first time you learned the acronym TEAM: Together Everyone Achieves More? Chances are, it was early in your career.

The TEAM philosophy hasn't changed. And at this point in our careers, we understand it with great clarity. We've experienced a gamut of management styles, from the "bully" with the "I can do all of your jobs" attitude, to the "coach" who is known for her supportive and educational style of management. The underlying difference: The coach realizes that at her experience level, she probably has held all of her employees' jobs at some point. However, she values their individual roles and understands she cannot do all of their jobs simultaneously.

7. Keep Everyone Informed

By communicating with your employees on a regular basis, you share with them your vision-ensuring everyone knows the goals and how to achieve them.

8. Go Above and Beyond Expectations: Make a Difference

Our internal customers, our employees, expect that they will be treated with respect and given the tools to make money. How do you exceed expectations? Train! Sixty percent of all employee turnover happens in the first 90 days. The No. 1 reason employees leave: They don't understand what's expected of them. A solid training program increases your chances of exceeding customer expectations because if your employees understand what's expected, they can focus on giving the customer a WOW experience.

Another way to exceed your employees' expectations: Instead of looking for employees doing something wrong, look for employees doing something right. Recognize and reward them for it.

9. Feel Good About You

As leader, you set the tone.

Have you ever noticed that the people you are drawn to and world leaders you admire have something in common? They are confident in who they are and their abilities. Feeling good about you is a key to being a good leader. And it takes a leader to lead a business to profitability.

10. Teach Everyone

Teaching everyone, everyday has tremendous benefits. We've discussed lower turnover and exceeding expectations. Teaching also allows us to find a "diamond in the rough."

You surround yourself with a team to which you can delegate responsibilities, enabling you to learn and accomplish more, while possibly developing your replacement. Good people make you shine. And when advancement arrives and you move up, your replacement is a manager you took the time to develop.

11. Learn Everyday and Seek Help

To run a profitable restaurant and be a strong leader, you need a great deal of specialized knowledge. Set personal goals that relate to learning.

Attend conferences and seminars, study training materials and take home study courses to advance your knowledge of this fast-paced industry. Understand that asking for help is not a sign of weakness, but a sign of strength.

12. Ask for feedback

When training a new employee, we understand the importance of feedback in reinforcing the learning process. If the key to an employee's training success is getting feedback from management, why shouldn't the same apply to management?

When was the last time you asked an employee how you were doing? When was the last time you asked your guest how your restaurant could meet and exceed their expectations? When was the last time you asked yourself what you could do to become a better manager and leader?

By implementing these 12 keys to running a profitable restaurant, you are on track to achieving the success you desire.

David Scott Peters is the founder of Smile Button Enterprises, LLC, a hospitality systems consulting firm that trains restaurant owners and managers on the appropriate skill sets and SMART Systems -- those that are Simple, Measurable, Applicable, Repeatable and Trainable -- to realize their dreams in the competitive restaurant business. David can be contacted at david@smilebutton.com.