April 22

How does a shift management system elevate restaurant reviews and feedback?


In the fast-paced and dynamic environment of the restaurant industry, effective shift management is imperative. Efficiently organising shifts ensures that the right staff is in place at the right time to deliver exceptional service to customers. 

Picture a bustling restaurant, where hungry diners are eagerly awaiting their meals while the kitchen staff hustles to keep up. Amidst this chaos, the key to ensuring a smooth dining experience lies in efficient shift management. Every seat filled represents not just a diner, but an opportunity to create a memorable dining experience. However, without proper organisation behind the scenes, chaos can quickly ensue.

Without proper shift management, restaurants risk understaffing during peak hours, leading to long wait times, poor service quality, and ultimately, dissatisfied patrons. Conversely, overstaffing can result in unnecessary labour costs, reducing profitability. Thus, the ability to manage restaurant shifts efficiently directly impacts stakeholder satisfaction and the bottom line.

With technology today the journey of a diner extends far beyond the walls of the restaurant. With a few taps, customers existing and potential, can access reviews and feedback about a restaurant before even setting foot inside. From the delectable descriptions of dishes to the candid critiques of service quality, these online reviews wield immense power in shaping dining decisions. 

Online reviews and feedback play a pivotal role in shaping dining decisions. Most often customers rely on platforms like Yelp, Google Reviews, and TripAdvisor to gauge the quality of a restaurant before dining. 

Positive reviews on a restaurant can attract new customers and build loyalty, while negative reviews can deter potential patrons and tarnish a restaurant’s reputation. Furthermore, reviews from customers offer invaluable insights into the areas a restaurant excels in and the areas that require improvement. Therefore, monitoring and responding to reviews and feedback are essential for maintaining brand image and fostering satisfaction.

With a shift management system, restaurant processes are transformed into a symphony of synchronised movements, where every staff member knows their role. By optimising staffing levels, ensuring seamless transitions between shifts, and empowering staff with the tools they need to excel, this system elevates the dining experience. 

Why are online reviews important for restaurants? 

92% of consumers read restaurant reviews and feedback, whilst 33% would never eat from a restaurant with less than four stars.

Online reviews wield tremendous influence over consumers’ dining decisions and significantly impact a restaurant’s reputation and success. 

96% of customers look for negative reviews and most often diners look for bad reviews because they are interested in knowing the restaurant’s weaknesses, while 31% of consumers are likely to spend more at a restaurant with excellent reviews and feedback. 

Restaurants that prioritise customer reviews and actively manage their online reputation are better positioned to thrive in today’s competitive restaurant industry.

  • Visibility and credibility : Online review platforms such as Yelp, Google Reviews, and TripAdvisor provide potential customers with easy access to information about restaurants. Positive reviews act as endorsements, boosting a restaurant’s visibility and credibility among potential diners. Conversely, negative reviews can deter customers from patronising a restaurant, leading to decreased foot traffic and revenue
  • Social proof: Humans are inherently social creatures who seek validation from others when making decisions. Positive online reviews serve as social proof, signalling to potential customers that a restaurant is worth trying. When prospective diners see that others have enjoyed their experiences at a restaurant, they are more likely to trust the establishment and choose to dine there
  • Customer trust and loyalty : Positive online reviews foster trust and loyalty among existing and potential customers. When diners see that others have had positive experiences at a restaurant, they are more inclined to trust the establishment and become repeat customers. Additionally, loyal customers may become brand advocates, sharing their positive experiences with friends and family both online and offline
  • Continuous improvement : Online reviews provide valuable feedback that restaurants can use to identify areas for improvement. Whether it’s praise for exceptional service or constructive criticism about food quality, customer feedback helps restaurants understand their strengths and weaknesses. By listening to customer feedback and making necessary adjustments, restaurants can enhance their offerings and improve the overall dining experience
  • Competitive advantage : In a crowded marketplace, positive online reviews can give restaurants a competitive edge. Diners often compare reviews and ratings when choosing where to dine, and restaurants with a higher number of positive reviews are more likely to stand out from the competition. This competitive advantage can attract new customers and drive repeat business, ultimately contributing to long-term success

Online reviews have a profound impact on a restaurant’s reputation and success. They have a heavy influence on consumers’ dining decisions, boost visibility and credibility, foster trust and loyalty, and provide valuable feedback for continuous improvement. 

What are the challenges of running shift management in a restaurant manually?

Managing restaurant shifts manually is a complex and labour-intensive endeavour fraught with challenges. Without the support of technology and streamlined processes, restaurant managers risk inefficiencies, errors, and ultimately, dissatisfied customers. A more sophisticated approach to shift management is necessary to navigate the complexities of the modern restaurant industry effectively.

  1. Scheduling conflicts : Coordinating the schedules of employees with varying availability, preferences, and constraints is a daunting and inefficient task. Without a centralised system, managers often resort to spreadsheets or paper schedules, leaving room for errors and oversights.
  2. Labour optimisation : Balancing staffing levels to match fluctuating customer demand is crucial for efficiency and the running of a restaurant during peak hours. However, without real-time data and forecasting tools, restaurant managers may struggle to anticipate busy periods or unexpected rushes, leading to either understaffing or overstaffing.
  3. Communication breakdowns : Communication is of utmost importance in a restaurant. Manual shift management relies heavily on verbal or written communication, which can be prone to misunderstandings, missed messages, and delays.
  4. Compliance and regulations : Ensuring compliance with labour laws, union agreements, and internal policies is essential to avoid legal repercussions and maintain employee satisfaction. However, manually tracking hours worked, breaks taken, and overtime accrued can be a time-consuming and error-prone process.
  5. Adaptability to changes : Restaurants operate in a dynamic environment where unexpected events, such as staff call-outs or last-minute reservations, are common occurrences. Without a flexible system in place, managers may struggle to adapt to these changes quickly and efficiently, leading to disruptions in service quality.

What are the hurdles restaurants experience without a proper management system? 

Without an efficient shift management system, restaurant managers encounter a series of challenges that impede operational effectiveness and hinder success. The absence of efficient shift management software poses numerous challenges for restaurant managers, ranging from scheduling inefficiencies and communication breakdowns to compliance issues and decreased employee satisfaction. 

  • Inefficient scheduling practices : Manual scheduling processes lead to inefficiencies, such as overstaffing during slow periods and understaffing during peak hours. This results in increased labour costs, decreased productivity, and compromised customer service quality
  • Poor communication and coordination : Without a centralised platform for shift management, communication among staff members becomes fragmented and prone to errors. This can result in misunderstandings, missed shifts, and decreased morale among employees
  • Inaccurate forecasting and planning : Without access to real-time data and analytics, restaurant managers struggle to forecast demand accurately. This can lead to inadequate staffing levels, resulting in long wait times, poor service quality, and ultimately, dissatisfied customers
  • Compliance and regulatory issues : Manual tracking of employee hours, breaks, and overtime can lead to compliance violations and legal repercussions. Without an efficient system in place, managers may overlook labour laws and regulations, putting the restaurant at risk of fines and penalties
  • Difficulty in adapting to changes : In a dynamic environment, unexpected events such as staff call-outs, equipment malfunctions, or sudden changes in customer traffic are inevitable. Without efficient shift management software, managers struggle to adapt to these changes quickly and effectively, leading to disruptions in operations and customer service
  • Limited employee satisfaction and retention : Inefficient shift management practices can lead to burnout, dissatisfaction, and high turnover rates among staff members. Without the ability to accommodate employee preferences and work-life balance, managers risk losing valuable talent and expertise

To overcome these challenges and thrive in today’s competitive restaurant landscape, restaurants must invest in advanced shift management solutions that streamline processes, enhance communication, and optimise staffing levels to deliver exceptional customer experiences consistently.

What are the benefits of implementing a shift management system?

Implementing a shift management platform offers a wide array of benefits that directly contribute to the success and efficiency of a restaurant operation. By leveraging technology and data-driven insights, restaurants can stay ahead of the competition, deliver exceptional customer experiences, and drive long-term success.

  1. Enhanced scheduling efficiency : Shift management software automates the scheduling process, making it easier for managers to create, modify, and distribute schedules. By considering factors such as employee availability, skill sets, and labour laws, the system ensures optimal staffing levels to meet customer demand while minimising labour costs.
  2. Improved communication and coordination : A centralised shift management system provides a platform for seamless communication among staff members. Managers can easily convey important information, such as shift changes, updates, and tasks, ensuring that everyone is on the same page and reducing the risk of misunderstandings or missed messages.
  3. Real-time data and analytics : Shift management platforms offer valuable insights into key performance metrics, such as sales trends, labour costs, and employee productivity. By leveraging real-time data and analytics, managers can make informed decisions to optimise operations, identify areas for improvement, and drive profitability.
  4. Compliance and regulatory adherence : Shift management platforms help ensure compliance with labour laws, union agreements, and internal policies by automatically tracking employee hours, breaks, and overtime. By minimising the risk of compliance violations, the system protects the restaurant from legal repercussions and helps maintain a positive work environment.
  5. Adaptability and flexibility : Shift management platforms enable managers to quickly adapt to changes in customer demand, staff availability, and operational requirements. By providing flexibility in scheduling and staffing, the system ensures that the restaurant can efficiently respond to unexpected events, such as staff call-outs or last-minute reservations, without compromising service quality.
  6. Employee satisfaction and retention : By allowing employees to access their schedules, request time off, and communicate with managers more effectively, a shift management platform enhances employee satisfaction and engagement. This, in turn, leads to higher morale, increased productivity, and lower turnover rates, ultimately contributing to a positive work culture and improved customer experiences.

Implementing a shift management system offers a multitude of benefits that empower restaurant managers to streamline operations, improve communication, optimise staffing, and enhance overall performance.

Why is it important to adjust staffing levels based on diner traffic demand? 

Adjusting staffing levels based on customer traffic is crucial for maintaining optimal operational efficiency and delivering exceptional customer experiences in the restaurant industry.

  1. Service quality : Adequate staffing ensures that restaurants can meet customer demand promptly and efficiently. At peak hours, when customer traffic is high, having enough staff on hand allows for faster service, shorter wait times, and improved table turnover rates. This enhances the overall dining experience and leaves customers satisfied, increasing the likelihood of repeat business and positive word-of-mouth recommendations.
  2. Cost efficiency : Overstaffing during slow periods can lead to unnecessary labour costs and reduced profitability. By adjusting staffing levels based on customer traffic, restaurants can optimise labour expenses and maximise revenue potential. This ensures that resources are allocated efficiently, minimising waste, and improving financial performance.
  3. Employee morale : Understaffing during busy periods can lead to stress, burnout, and dissatisfaction among employees. Conversely, overstaffing during slow periods may result in boredom and disengagement. By aligning staffing levels with customer traffic, restaurants can maintain a balanced workload for employees, promoting job satisfaction and morale. Happy employees are more motivated, productive, and likely to provide excellent service to customers.
  4. Resource allocation : Effective staffing adjustments allow restaurants to allocate resources strategically, focusing attention and manpower where it’s needed most. By anticipating fluctuations in customer traffic, managers can deploy staff to key areas such as the kitchen, bar, and dining floor, ensuring that all aspects of the operation run smoothly and efficiently.
  5. Adaptability to market trends : Customer traffic patterns can vary depending on factors such as seasonality, special events, and local trends. By monitoring and adjusting staffing levels accordingly, restaurants can adapt to changing market conditions and capitalise on opportunities to attract and retain customers; this flexibility enables restaurants to stay competitive. 

Adjusting staffing levels based on customer traffic is essential for maintaining service quality, optimising costs, boosting employee morale, allocating resources strategically, and adapting to market trends. By leveraging real-time data and forecasting tools, restaurants can make informed staffing decisions that drive operational efficiency and enhance overall performance.

How does a shift management system integrate customer feedback mechanisms?

Incorporating customer feedback mechanisms into a shift management platform is a strategic way for restaurants to enhance their operations and improve overall customer satisfaction. 

  1. Digital feedback collection : Shift management platforms include features for collecting customer feedback digitally. This can be through post-service surveys sent via email or SMS, feedback forms available on the restaurant’s website or mobile app, or even QR codes placed on receipts for convenient access. By providing multiple channels for feedback collection, restaurants can reach a broader audience and gather valuable insights from their customers.
  2. Real-time feedback alerts : Shift management platforms are equipped to receive and process customer feedback in real-time. When a customer submits feedback through a digital platform, such as a mobile app or website, the system can generate alerts and notifications for managers or staff members. This allows them to respond promptly to customer concerns or complaints, addressing issues as they arise and ensuring a timely resolution.
  3. Feedback analytics and reporting : Shift management platforms have built-in analytics and reporting capabilities that enable restaurants to analyse and interpret customer feedback data effectively. Managers can track key metrics such as satisfaction scores, trends in feedback sentiment, and common themes or issues raised by customers. This information provides valuable insights into areas for improvement and helps guide decision-making to enhance the overall dining experience.
  4. Integration with customer relationship management (CRM) systems : Some shift management platforms integrate seamlessly with CRM platforms, allowing restaurants to consolidate customer feedback data with other customer information, such as purchase history and preferences. This holistic view of the customer enables restaurants to personalise interactions and tailor their service to meet individual needs and preferences, fostering stronger customer relationships and loyalty.
  5. Feedback-driven improvements : Leveraging customer feedback collected through the shift management platform, restaurants can identify opportunities for operational improvements and make data-driven decisions to address customer concerns. Whether it’s enhancing menu offerings, refining service processes, or implementing staff training initiatives, feedback-driven improvements enable restaurants to continuously evolve and adapt to meet changing customer expectations.

Integrating customer feedback mechanisms into a restaurant management system empowers restaurants to collect, analyse, and act upon feedback effectively. By leveraging digital feedback collection, real-time alerts, analytics and reporting, CRM integration, and feedback-driven improvements, restaurants can enhance their operations, improve customer satisfaction, and drive long-term success in a competitive industry landscape.

Invest in a shift management system for optimal restaurant performance

91% of restaurant owners express a keen interest in investing in shift management platforms, recognising the transformative benefits they offer for enhancing the dining experience and streamlining operations from front-of-house to back-of-house.

By implementing restaurant EPOS systems, restaurants gain a competitive edge, reduce operational costs, gather valuable stakeholder feedback, boost employee morale, and ultimately drive increased revenue.

Investing in a shift management system is not just about embracing technology; it’s about investing in the future success and growth of your restaurant. With its ability to streamline operations, enhance customer experiences, and drive financial performance, a restaurant management system is a strategic investment that can propel your restaurant to new heights of success in the competitive hospitality industry.


Can a shift management system help with employee communication and morale?

Yes, restaurant management systems facilitate communication and collaboration among staff members through features such as messaging, notifications, and schedule sharing. By providing transparent scheduling practices and accommodating employee preferences, the system can improve internal morale and foster a positive and committed work environment.

How does a shift management system handle unexpected changes or emergencies?

Restaurant management systems offer features for handling unexpected changes or contingent emergencies, such as staff call-outs or last-minute reservations. Managers can quickly adjust schedules, reassign shifts, or communicate urgent updates to staff members through the system, ensuring that operations run smoothly despite unforeseen circumstances.

Can a shift management system help with tracking employee performance and productivity?

Restaurant management systems offer performance tracking and analytics features that allow managers to monitor employee productivity, attendance, and other key metrics. By analysing this data, managers can identify top performers, address performance issues, and make informed decisions to improve overall staff efficiency.