Systems Are a Kindness: Why Good SOPs Make a Team Calmer
When people hear "systems," they picture binders nobody reads and rules that take the fun out of hospitality. I understand. I came up in nightlife, where the energy in the room felt like the whole job.
But after 35 years, and twelve openings in Los Angeles between 2010 and 2018, I've come to see systems differently. A good system isn't control. It's a kindness to the people doing the work.
1. A system answers the question before it's asked
On a busy night, every question a server or cook has to ask is a small delay, and small delays add up to a long wait for a guest. Where do the extra glasses live? What do we do when a table waits too long? Who comps a dessert?
When those answers are written down and trained, nobody has to chase a manager. The team moves faster, and they feel more confident, because they know they're doing it right.
2. Know your numbers every week, not every quarter
Food cost and labor are where most restaurants quietly lose money. Not in one big mistake, but a little every day: a portion that grew, a shift scheduled out of habit, a dish that sells well but earns almost nothing.
I don't think an owner needs to love spreadsheets. I think an owner needs a few real numbers, looked at every week, with enough time to fix things before the month closes. Food cost, labor, sales by dish. That's a good start.
3. Your menu is a business plan
Menu engineering sounds technical, but the idea is simple. Every dish has a cost, a price, and a popularity. Some dishes carry the restaurant. Some are loved but lose money. Some nobody orders.
Look at the menu that way at least a few times a year. Keep what works, fix what's close, and let go of what doesn't, even if it's a favorite.
4. Write SOPs the way people actually work
The best SOPs I've seen are short, clear and written with the team, not for them. If the people on the floor helped write it, they'll use it. If it lives in an office drawer, it doesn't exist.
Start with the moments that matter most: the greeting, the first five minutes at the table, opening and closing the kitchen, and what to do when something goes wrong.
5. Systems give you your nights back
This is the part owners don't expect. When the systems work, the restaurant doesn't need you in the building every hour to survive. That's not a loss of control. That's the point.
That's the first pillar of what I do now through The Operator Forge: real numbers and clear systems, so the business stops running on the owner's adrenaline. If something feels off in your restaurant, I'm happy to talk.
Stephane Bombet has 35 years in hospitality. He is Managing Partner of LA'telier, a catering and events company, and helps restaurant owners through The Operator Forge. More about Stephane · More writing