Introduction

Welcome back to the Restaurant Rockstars blog! I’m thrilled to share insights from a recent podcast episode featuring Andrew Roy, the General Manager of Mahogany Steakhouse, situated in the heart of cow country. Andrew opened up about what it takes to be a remarkable General Manager and his journey in the restaurant industry, offering valuable lessons for anyone looking to enhance their establishment’s operations and culture.

From Dishwasher to General Manager

Andrew’s impressive 20-year career in the restaurant industry started humbly as a dishwasher, eventually progressing through roles as a server and bartender, all the way to becoming a General Manager. His journey demonstrates the importance of understanding every role in the establishment to set realistic expectations and recognize talent effectively. Understanding each position helps bridge the gap between management and staff, creating a cohesive team environment.

Onboarding and Training

In Andrew’s view, onboarding is taken seriously, with a one-and-a-half-hour process that includes paperwork, orientation, and an introduction to the training program. Each new hire is paired with a mentor, facilitating a seamless integration into their role. This mentorship program, coupled with tailored training classes, ensures employees know exactly what’s expected of them!

Accountability and Performance Reviews

Andrew emphasizes clear communication of expectations and accountability through regular reviews. New hires receive their first performance appraisal 30 days into their employment to ensure alignment with the restaurant’s high standards. This process includes feedback from both the manager and the mentor. Notably, employees also have the opportunity to evaluate their mentors, fostering a culture of continuous improvement.

Promoting a Positive Company Culture

Promoting from within is a vital aspect of Andrew’s management philosophy. Andrew shared his personal story of joining the management team after starting as a server. This approach motivates staff to excel, knowing they have opportunities to advance. Recognizing talent and rewarding effort is fundamental to reducing turnover and nurturing a strong team spirit.

Incentives and Recognition

Andrew suggests several recognition strategies, from selecting Employees of the Quarter to a unique rewards program. These initiatives enhance morale and provide tangible rewards for exceptional service.

The Power of Team Service

A standout feature of Andrew’s approach is a commitment to team service, where each table is attended to by two servers. This ensures prompt and attentive service, enhancing the dining experience by providing guests with seamless hospitality.

Marketing and Continued Success

To maintain their status as a top-tier establishment, strategic marketing initiatives are used, including email blasts, social media promotions, and advertising. These efforts ensure they remain at the forefront of travelers’ and local diners’ minds.

Conclusion

Andrew Roy’s experiences and insights offer valuable lessons for restaurant professionals aiming to refine their operations and build a robust company culture. By fostering an environment of accountability, recognition, and opportunity, restaurants can thrive in a competitive industry. Stay tuned for more insights and strategies on enhancing your restaurant operations in upcoming blog posts and podcast episodes. Thank you for being part of the Restaurant Rockstars community!

For more actionable insights, watch or listen to Andrew’s full interview: https://restaurantrockstars.com/audio/episode-440-restaurant-operations-manager/