R365's Leon Graves Discusses Key Strategies for Mastering Restaurant Operations

In your opinion, what is the biggest challenge for restaurants currently?   

Staffing remains the restaurant industry’s biggest challenge. Finding and hiring talented individuals grows tougher each year and retaining them is becoming equally difficult. 

At Restaurant365’s recent RTT Event, I had a delightful chat with a client who shared an intriguing tale about their equipment repairman, a loyal employee of over two decades. Recently, they upgraded their equipment, introducing fryers with sleek, iPad-like control panels.   

These modern fryers functioned flawlessly, until about a month post-purchase, when one suddenly malfunctioned. The repairman, always reliable, faced a new challenge: this fryer demanded a skill set he hadn’t yet mastered.   

The integration of advanced technology, whether hardware or software, is swiftly becoming the norm in our industry. In the years ahead, restaurant operators must increasingly focus on learning management. This means offering robust training at the start of an employee’s journey and continuous education to keep pace with technological advancements. Our goal is to not only find exceptional talent but also nurture our valued employees, like the repairman in my client’s story. We must equip them with the skills to adapt to evolving job requirements, ensuring they continue to thrive in their roles. 

For restaurants and operators facing difficulties due to various industry challenges, what advice would you give them?   

The best advice for restaurants facing challenges is simple: avoid making assumptions.   

Drawing from my extensive experience coaching restaurants to refine their hiring practices, I’ve observed that the root of a problem is often not what it seems. Many struggling with staffing issues assume the main hurdle is a lack of applicants. However, a closer examination of Applicant Tracking System (ATS) data usually reveals that the quantity of applicants isn’t the core issue. 

In today’s labor market, staffing problems often stem from insufficient attention to key practices: 

– Swiftly contacting applicants, ideally within 24 hours. 

– Prioritizing effective means of communication: texting first, calling second, and emailing as a last resort. 

– Demonstrating appreciation for every applicant by communicating with them, regardless of their suitability for the position. 

When my clients shift their focus to these practices — discarding preconceived notions and relying on data-driven strategies instead — they typically see a marked improvement in their staffing situations. 

What is the foundation of an efficient restaurant?   

The foundation of an efficient restaurant lies in three elements: tools, training, and accountability. 

Tools range from kitchen appliances to computer software and everything in between. For instance, an underperforming oven can limit the number of dishes a kitchen can produce. Similarly, relying on manual methods like Excel sheets for scheduling hampers efficiency.   

Training staff to proficiently use these tools is just as crucial. Even with top-tier cooking equipment, its potential remains untapped if staff lack the know-how to use it effectively. The same applies to managerial software: without proper training, efficiency dwindles.   

Finally, accountability is key. A restaurant might be equipped with state-of-the-art technology and well-trained staff, but without accountability, these investments are at risk. Tools and training set the stage, but it is accountability that drives tangible progress and results.