Why are labour costs the largest expense for most operators, yet staff systems still so old-fashioned? It’s time to examine rostering, job descriptions, performance reviews, recruitment, onboarding, and training.
Begin by updating job descriptions. Over time, responsibilities often shift and expand, making many documents outdated. Requirements for basic positions are customer service, food and beverage preparation, table and area maintenance, team collaboration, plus compliance and safety. Additional requirements for managers and head chefs include leadership and team management, oversight of the operation, staff recruitment and development, financial management, customer satisfaction, and managing compliance, safety, and relationships. Accurate job descriptions ensure staff know exactly what is expected of them, and with digital platforms, small changes can be tracked efficiently as everyone uses the same systems.
Performance reviews are next and should build on job descriptions. AI tools can quickly create a review from a basic document. Modern rostering and HR systems come with templates and systems for documenting progress and feedback. Too many business owners keep this task to themselves — it’s time to delegate it to your management team.
With new low-cost competitors in the rostering space, online systems are no longer an annoying expense. Modern managers and head chefs should be able to use them to control and be accountable for their weekly wage costs.
Does your recruitment need an overhaul? Relying on random advertisements or word of-mouth attracts fewer qualified candidates. Modern HR systems allow you to list jobs on your website and manage inquiries quickly — they need same-day (sometimes same-hour) responses and systems to organise CVs and schedule interviews. Does your current system automatically text applicants when they submit an inquiry and direct them to a form to gather more information? This is how you catch and impress the people you want working for you.
The onboarding process should confirm a person’s choice to join your operation. A structured, well-paced introduction can make new team members feel welcomed and prepared. Practical guides, such as training videos or digital manuals, should be accessible by phone or laptop. A designated mentor should also guide the process and answer questions. Get it right from day one and you will create the foundations for a productive, stable team.
This will be a new hire’s first experience with your training system, and it’s surprising how easy it is now to build a digital platform that streamlines learning. Online modules let staff learn at their own pace, whether it involves mastering a new POS system, food safety, menu knowledge, allergy training, or improving communication skills.
Frequent mini-trainings maintain momentum without demanding too many group sessions, which can be difficult to schedule in a busy restaurant — Zoom and Google Meet are the new face-to-face. Take advantage of tools that link up every step of the HR chain. A single, integrated system can handle everything from recruitment and rostering to storing job descriptions, tracking performance reviews, and monitoring training progress. By choosing user-friendly software, you free up time to focus on the human aspects of people management such as coaching, managing the occasional difficulty, and recognising excellence. You’re also using the same systems that multi unit operators use with success.
Once your core processes are refreshed, don’t wait another 12 months before re evaluating them. Mark smaller check-in points in the calendar to confirm that each step is still working, and delegate some of these system checks to your management team. Ongoing improvements shape and build a culture that attracts and retains top talent, drives down labour costs, and provides consistently high service standards.
Ken Burgin
