The great restaurant managers in the history of the hospitality industry have primarily been great hosts – individuals capable of understanding their guests’ needs, moods and feelings. The host must try to satisfy his guests’ requests at any cost.
The hospitality industry is predominantly a people industry, and the most important qualities needed in a restaurant manager are people skills. Being a great host is the key to building up a base of regular customers who will return to the restaurant to visit the manager and the staff.
Another people-related aspect of restaurant management is the relationship that the manager builds with the team. It is very important to share the vision and mission of your restaurant with the team and to instil in everybody a real sense of purpose. The commitment to training every single member of the team, spotting talent and giving opportunities to the young people coming into the industry is one of the most gratifying aspects of the job.
In the 21st century, the qualities of being a great host and having the ability to anticipate customer needs are still the most important skills required to perform your job at the highest standard, however the role of a restaurant manager has developed and has become more of an all-round managerial position.
A successful restaurant manager has sharp business skills and can handle all aspects of running a restaurant. After all, the restaurant is a business and like any business it would not exist if it did not make money.
The ability to analyse information is useful, as is commercial awareness and marketing knowledge – finding new ways to increase revenue and profitability while still providing an amazing experience to the guest.
The job of a restaurant manager includes problem-solving skills, the ability to manage stress and long working hours, physically demanding work, and a host of other unpredictable issues.
It is the restaurant manager’s job to ensure a clean environment, efficient team, financial control, and an atmosphere of patience and commitment to always putting the guest first. The secret ingredients that allow the restaurant manager to fulfil the above responsibilities are a passion and love for food and wine, and the desire to give to the guest an amazing experience.
Michele Caggienese is the restaurant and bar manager of Jumeirah
