Managing Bartenders Effectively
The job of a restaurant manager, or bar manager for that matter, is never an easy one. Tonight you’re having to expediate food to a bunch of impatient guests from a crowded kitchen window. The whole place is packed with customers; there are four deep at the bar and an hour wait for a table on the floor. While at one of the tables, a guest complains that she found a gherkin on the rim of her Bloody Mary when she specifically asked the waiter for a dill pickle spear. This is the third gripe you’ve heard about these damned gherkins garnishing various specialty cocktails. And while there are five bartenders working tonight, you have a good idea who is responsible. The time has come for you to put a stop to this gherkin fiasco.
Let’s talk about what not to do in this situation.
Don’t go to the service bar and wave for the bartender to come over so you can lecture them in front of the bar crowd.
Don’t walk behind the bar to the offending bartender and dress them down in front of the staff and guests.
Don’t walk up to where they are along the bar to reprimand them while they are greeting and serving bar guests.
Great job! You’ve just embarrassed the whole staff along with the guilty party and made bar guests feel awkward for having witnessed this spectacle. Also the wonderful, atmospheric spell of your bar has now been destroyed by your impatient, impulsive decision. The owners of the joint would be none to pleased with you if they were aware of such a violation.
So let’s discuss what you should do.
Do discretely ask the bar staff who’s been dishing out the gherkins.
Do request that the bartender responsible speak with you briefly away from the bar.
Do discuss their error with them in a quiet, conversational manner out of earshot of guests and staff.
Why you may ask…
Who hired them in the first place? Management. Who trained them to bartend according to your house rules behind the bar? Management. So who do you think it reflects poorly upon if you have to reprimand them for making a mistake? Management.
Bartenders are the most visible representatives of your establishment, so to publicly rebuke them reflects poorly on management and the establishment they represent.
So returning to our prior example, inform them that gherkins are not the bar’s default garnish for specialty cocktails. Politely ask if they are confused by any other aspect of the bar’s cocktail menu. Try to make the conversation productive for both of you. If the right questions are asked in a conversational tone, you’ll have an opportunity to learn about any other shortcomings they or other bar staff may have. These brief talks can lead management to refine training methodology and possibly help reduce loss behind the bar.
Handling bartenders in a more gracious manner is good for business. How many people want to be served by a brooding bartender? None. If you keep your bartenders in a relaxed, social mood, they’ll improve the customer’s experience at your establishment. Everyone in the business knows how stressful shifts can become, but when working through mistakes involving staff, do your level best to handle them in a calm, professional manner. You’ll be amazed at how they’ll respond to your even-keeled approach in dealing with their mistake. People want to please those they respect. Now take this level-headed approach and hit those profit margins out of the park!
