SWEAT THE SMALL STUFF

Years ago, I visited a friend who was maitre’d at the Edwardian Room of the then Plaza Hotel in New York City. Such a wonderful restaurant – impeccably appointed, well-run, and focused. I watched before service as servers were measuring the distance from the edge of the table to the position of flatware, pulling a taut string at 14 inches from the edge of the table to perfectly line up glassware, checking the level of tables and the crease of the starched linen, and steaming glassware to polish away any water spots. I was intrigued and asked my friend why so much attention to detail – “Would anyone notice?” His response set the tone for my thinking from that point on.

“We must start service with every detail at 100 percent. I know that as we get busy, things will inevitably slip to some degree. If we begin as close to perfect as possible, then when we slip the attitude of the staff will never allow things to drop below, maybe 90 percent. If we start at 80 percent, then at peak service we will be failing. I can’t allow that to happen.”

There are so many details in operating a quality restaurant; details that independently might not be noticed by the average guest or employee, but collectively, these details, if unattended to, can ruin a dining experience. Operators need to establish a baseline of excellence and lead to ensure that this baseline is embraced by everyone. Here are just a few examples:

[]     WINDOWS

A perfect view can be ruined if the glass is not clean. This must be someone’s assigned duty – every day!

[]     TABLES

Are they level? A matchbook under one leg is not the answer. Who is responsible?

[]     CHAIRS

Are they in good repair, clean, and comfortable?

[]     CARPETING

Is carpeting vacuumed before service and shampooed regularly. Who is responsible?

[]     LIGHTING

If on a rheostat, find the right level depending on the time of day, the amount of natural light available, and the mood you are trying to set. Are all bulbs in working order?

[]     ROOM TEMPERATURE

This needs constant monitoring throughout the service. As the number of guests increases, so too will the temperature. Manage the comfort zone.

[]     NOISE LEVELS

Music and background noise must be controlled through proper design, a quality sound system, the right music, proper insulation between the front and back of the house, and the right wall, ceiling, and floor surfaces designed to absorb sound. Aside from that, training your staff to control their volume is important to the overall dining experience.

[]     BATHROOMS

Clean bathrooms are part of the restaurant experience. Not only should they be clean before you open for business, but someone also needs to be assigned to monitor them and touch them up throughout service.

[]     SIGNAGE

Is your exterior signage clean and well-lit? This is the cover of your book and guests will judge a book by looking at the cover.

[]     PARKING LOT

Who ensures that the lot is swept, in good repair, landscaping attended to, and lighting functional?

[]     CHINA, GLASSWARE, FLATWARE

Free from chips and cracks, spotless and polished. Is the quality appropriate to the restaurant experience and price point?

[]     FLOWERS AND PLANTS

Flowers and plants require constant attention from a person who is competent to do so. If you choose to have plants and flowers as part of your signature you may want to contract this detail to an outside vendor.

[]     BACK BAR

Is the bar clean, bottles dusted, labels facing out, and highlighted? At Charlie Trotter’s Restaurant in Chicago, the bottles were also in alphabetical order by brand. Extreme? Maybe, but a detail that I noticed, so others might have as well.

[]     MENUS

Are they in good repair, pristine, and current? If in a leather binder – is the binder polished before service?

[]     UNIFORMS

A very critical piece. Every restaurant in both the front and back of the house should make uniforms a priority. Appropriate, consistent, complete, spotless, ironed, and well-fitting. It sets the tone for the entire operation and says: “We care” to every guest.

[]     GROOMING

Just as important as uniform. Set the standards for your operation, be consistent in enforcement, and take pride in the image that is created.

[]     POS PRINTER PAPER

A small detail, yes. Before service, make sure the printers are set with a fresh roll. When in the heat of service, running out of paper can temporarily cripple the flow of work.

[]     KITCHEN PROPANE LEVELS

Another detail that so many overlook. It may never happen, but if you have ever been in the middle of service and run low on fuel, you know how serious a problem this can be. Assign the one-minute task to someone.

[]     KEG AND SODA SYSTEM LEVELS

Make this part of your bartender’s SOPs, the same as the propane issue – if a keg or soda box kicks when the bar and restaurant are full, then things begin to fall apart.

The list can go on and on. It’s the details, the small stuff, that set the stage for success or bring a restaurant to its knees. Most guests may not notice a missed detail or two, but if we allow the small stuff to take control then everything else will quickly deteriorate. The guest may not notice a missed step here and there, but you should, and you must establish a system that will help to avoid those misses in the first place.

Sweat the small stuff, it’s all small stuff in the restaurant business.

PLAN BETTER – TRAIN HARDER