Updated: April 11, 2021
14 Characteristics That Make A Great Restaurant – Restaurants exhibit characteristics that make them worthy of your repeated visits. The best of them work hard to build their reputation. But there are other aspects too.
When spending your money eating out in a restaurant, you most certainly expect to have an experience that is unarguably much more memorable than you would ordinarily get at home.
You expect to have a wonderful time deliberately indulging in and enjoying what you hope to be the perfect restaurant surroundings.
On the other hand, if you are a restaurant owner, you want to put measures in place to impress your customers well enough to make them come back as happy customers, who not only spread the word about you but bring even more customers to your door.
Unfortunately, you only get to know how good a restaurant is by visiting, enjoying its services, watching how others get served, seeing how issues get addressed and by generally observing the ebb and flow of the restaurant.
So, in a great eating place, what characteristics or qualities would you expect that would make you want to visit it time and time again?
In this article, I look at the characteristics of a restaurant that I consider essential to label it as being great.
14 Characteristics That Make A Great Restaurant
01. High-Quality Food Consistently, It Matters
A good restaurant that values its customers will go to lengths to set high standards with the food quality it offers. Quality food and tasty can earn a restaurant a solid reputation and compel guests to visit again and even recommend it.
The ingredients used, the process, the hygiene, the skills of the cooks, all contribute towards food consistency.
02. A Coherent Wide-Ranging Menu Matters
Now by food above, I’m referring to the range of food as described by the restaurant’s menu. It is the menu that controls what your visitors eat. It is what your staff knows about and what they serve.
It is this that the chefs and kitchen put their effort and energy into getting just right for their guests. It represents what people have chosen and for which their mouth waters in anticipation.
But a menu that works needs to be coherent, logical and be wide-ranging in what it offers. It should always include current specialities allowing the restaurant to stamp their food-authority on your experience.
It is these specialities that power people’s desire to drive long distances to visit your establishment over and over.
03. It’s All About the Drinks.
Almost as soon as we’ve settled at the table, we order our drinks. Not having the drink available that you expect, sets in a negative experience early, albeit a small one.
So great restaurants will be sure to stock all the basic drinks that their clientele demands, including those for children.
04. About the Surroundings, It Matters
A great experience comes partly from the surroundings. Of course, this applies not only to shops but to restaurants too.
A few years ago, I visited a restaurant and waited to be seated. The lighting in the place was excellent, and it was not too busy. I was busy taking a look around as my wife, and I followed the waiter.
I then realised that he had walked us across the restaurant and sat us down at a table almost under the stairs!
Not only were we almost beneath the stairs, but we were away from the other diners. We found this strange and unacceptable, and it made me mad. As he walked away, to get a menu or something, we reseated ourselves someplace better.
Seating us in a bad part of the restaurant was one thing, but we could vividly imagine the tiny particles of dust floating down from above onto our food as people walked past on the stairs.
Interestingly, the waiter, when he returned, was un-surprised that we had relocated ourselves.
A good restaurant, when appropriately managed, is like a painting done well. Everything fits together, and nothing jars or is out of place. The surroundings are like the background of that painting.
There should have never been a table in that location almost beneath the stairs.
05. Customer Reviews, They Matter
When comparing restaurants for yourself, consider what other guests have to say about the quality of the food you can expect at the restaurant. Reviews now are everywhere.
They don’t always tell the whole picture, but they can help make a decision.
Digital age – These days, people assume they can leave comments somewhere about their eating out experiences at your establishment. This is because, in this digital age, there are now many review sites available for use.
And similarly, visitors expect to be able to read reviews when seeking for restaurants at which to eat and spend money.
Frightening – I can imagine this state of affairs being frightening for the more traditional eating places. Being able to give praise to an eating place right there and then on the spot, for the entire world to read and further comment on is a relatively new thing.
It’s all about giving people the information to make their best choices.
Reputational damage – On the flip side, telling the world about your experience, on the spot can damage an eating place’s reputation. Many times, people leave negative reviews when they fail to get their way with the restaurant.
Experiences – Anyway, just as people leave comments, from your perspective, you may want to pay attention to what people say about their experiences with your restaurant, as an owner or the restaurant as a guest.
At the same time, a modern business will often want to get reviews. Reviews can bring advantages, but that discussion is outside the scope of this article.
06. Restaurant Satisfaction, It Matters
Another quality that makes you rate a restaurant as excellent and one that you should consider when seeking a restaurant is the overall experience you gain by visiting.
Not to every eating place will greet you at the door, but for restaurants with a reputation, it’s sensible to expect quality service from them right from the outset.
You can measure the service you receive by asking yourself questions such as these:
- How did I get to my table when I arrived at the eating place? Was I escorted there or otherwise?
- Was I greeted courteously on arrival?
- Did I positively get acknowledged at all on entry or was a shrug involved?
- Did I get the eye contact I would reasonably expect from those that attended to me on my way in?
- Did I have to wait longer than reasonable to get ushered to my table, like in the old days or were people expected to choose a table and sit wherever they wanted?
- Was there someplace to hang our coats?
- Were the waiters attentive? Were they open to being needed, or did you have to wait forever to catch their eye, to get another coke?
- How interactive and friendly were the staff?
- Was the environment clean enough to your liking?
- Were the waiters knowledgeable?
- Were the waiters competent and how fast did they deal with issues that arose?
- Did any issues arise, and did they get to resolved quickly and in good time?
I compare restaurants, especially first impressions, using a list like this when I visit.
Were you allowed to depart the restaurant or were you escorted to the door and sent on your way?
Being escorted away from the table is as personal as it can get and is a hallmark of great restaurants. Not all eating places carry such a culture for sure, but the great ones are well aware of the value of giving personal service.
Keeping customers satisfied is perhaps the most valuable key point indicator of the restaurant’s management staff. (Satisfied customers are prone to returning or telling their friends and family).
And to keep that indicator in the right place, one would expect staff to do everything reasonable to ensure that all visitors have the most pleasant experience, every time.
Food Consistency – It’s impossible to provide quality food without finding a way to do what matters over and over repeatedly. McDonald’s restaurant worked this all out a very long time ago to their advantage.
That’s why their food, whether or not you like it, is the same the world over. Restaurants that have been around for a long time also tend to get these things right.
Staff Training – Also, a great management team will have trained their staff to be adept at handling the many varieties of people that visit. And it is customary to expect that staff will be knowledgeable enough to assist with helping customers make food choices, primarily if the restaurant has a comprehensive menu.
Also, a restaurant’s reviews will ordinarily help you determine how great it is at serving its customers. So, you can vote with your feet and with your wallet.
It is reasonable to expect to see a consistent set of good reviews.
People with great experiences will want to repay the kindness of the restaurant by saying nice things. It’s sensible to pay attention to those reviews that are away from the best and the worst comments.
Often reviews with the highest ratings are written internally or by friends. And the worst ones are too often subjective and not at all measured in what they say. Too often subjective low reviews hurt small businesses and so I rarely do them.
Ideally, one would reasonably expect a well-known restaurant to have hundreds or thousands of reviews. The larger the number of reviews, the better.
07. An Effective Management Team, It Matters Highly
The restaurant’s management team plays a huge role in how the restaurant gets run daily. All its strategies should be about ensuring that their customers are satisfied.
Conversations without you – Since the rise of social media, that makes it possible for visitors to have conversations about your business without you being present, what business owners have come to realise, is that what they do inside their organisation, concerning customer service, has a massive impact on what customers write.
Suddenly, from nowhere, and without warning, their reputations are on the line.
Subjective reviews – So, the smartest companies will bend over backwards to resolve issues with customers, despite the often amazingly subjective circumstances possible because they realise that “winning” short term skirmishes, with sometimes unfair individuals, is not what matters.
Long term – It is the long-term development and evolution of their business that matters most.
What measures have the management put in place to smooth out the running of the business? Is the staff supervised in terms of service delivery and customer handling?
Great restaurants will have a management team that is dynamic, creative and knows how to handle issues as they arise.
As a customer, you also want to know that you can get support and help with anything that you could need while in the restaurant and have your pleas listened to and solutions offered.
08. Hygiene & Cleanliness, It Matters Most
Hygiene is one characteristic of a restaurant that can make it or break it. With bad hygiene (see my other comment below about hygiene), a business can get closed down, can cause illness, (or even death in some extreme cases).
Hygiene, as a topic, always receives the management team’s attention. Hygiene is as important as is the overall takings for the evening.
09. Service Uniqueness, It Matters
Why your restaurant – When looking to enjoy themselves at a restaurant, most people tend to look at what makes it different and worth trying.
- Is it that the eating place has a creative menu?
- Is it the cooking styles that makes its food unique?
- Or does it have a secret recipe that is worth trying repeatedly?
- Maybe what matters to you is the chef who visits your table asking if the food is to your liking.
Any restaurant with an effective team will have already determined those things that it does or uses that sets it apart from the competition. Loyal visitors will find that unique something they enjoy from your restaurant.
They’ll make sure they take the time to enjoy it – all for having a memorable time. Sadly, not every restaurant has an effective team.
Here’s a quick anecdote of a situation where the restaurant owner got it wrong.
“Several years ago, before the advent of social media, I visited an Indian restaurant. When we entered, people were sitting to the left of the door, on some chairs located along the side of the wall, near the entrance, beside the bar.
I assumed they were waiting for their takeaway.
We got ushered to a table by a pleasant but scruffily-dressed man, who later turned out to be the owner!
We were the first in the restaurant, and as we settled ourselves, the music came on – it was rock n roll! It confused me. It made no sense considering that we were seated in an Indian restaurant, serving Indian food.
Adorning the walls were images of various pop stars, with many in poses of strumming guitars. A giant poster on the wall invited people to attend a live rock and roll event in a few weeks – they intended to use the musician to attract visitors and to get more business.
The restaurant door opened, and a man came in, who was clearly known to the proprietor. As he spoke to the owner, I worked out that he was the delivery driver.
When the waiter came to take my order, the waiter, as it turned out, was the delivery driver that had just walked in. Not expecting the delivery driver to be the waiter, I misunderstood his intentions.
Neither looking nor sounding like the waiter I expected, I got somewhat confused and thought he was asking me something about needing a taxi. I had linked him with the car parked out front and not with being part of the staff of the restaurant.
My brain was befuddled. Embarrassingly, it took me a bit too long to make sense of the situation, but in the end, I figured it out.
Luckily for us, the food was incredibly tasty”.
So, from that experience, I concluded the following.
- Restaurants need to look like what they are supposed to be.
- The music you hear needs to be in keeping with the kind of restaurant it is.
- To avoid confusing guests, waiters and waitresses should wear clothing, perhaps a uniform, that matches the restaurant. There should be no doubt to anyone who the waiters are. Top-class restaurants have figured this out.
- People travelling outside in external clothes should not be waiting on or serving at tables – this avoids breaking the well-known laws of hygiene.
- The surroundings (walls, smells, sounds, etc.) must be consistent with what people expect to see.
In short, a business needs to be as people would reasonably expect; otherwise, it makes people uneasy and confuses diners.
10- Social Media Participation – It Matters
These days visitors to restaurants are more vocal than ever. Many will make their thoughts known. If they are so moved, they’ll do it, either to you directly as owner or to the world straight from their phone, while sitting in the restaurant.
Direct to Instagram or Facebook – They’ll even include images to back up what they’re saying or seeing all without your knowledge, or permission.
Social Media – Therefore, the ability to know what people are saying about your restaurant is one reason why every business should today be using social media. And social media gives you purpose, letting people know you’re there and active.
You can use it to manage and repair your reputation too.
With it you can, at the very least, attempt to improve any misunderstandings you may have with demanding diners or about difficult circumstances that may have been out of the restaurant’s control.
Without social media, how difficult would that be?
There are always, of course, other factors to consider. Some of them are outside of the restaurant’s control.
11 – Value for Money – It Matters
My natural next thoughts are about the prices charged by the restaurant. Whatever the price, people are often willing to pay for excellent service if the value is worth the money.
So it is the value for the money, as perceived by the customers, that matters.
This provision of value for money is directly under the restaurant’s control, of course. The extent to which restaurants can charge what they charge (i.e. their pricing), is based on their positioning in the market.
And instinctively we know the sort of prices we can expect to pay at any given restaurant because the positioning comes through the pricing too. Taking a look at how much a glass of wine costs beforehand will hint at your overall bill.
Perceptions of value – Know that how people perceive value for money not only depends on their socio-economic level (i.e. how much you earn or how wealthy you are, or how comfortable you feel about your future) but on the meal occasion itself.
For example, you may be willing to pay a more for a celebration than for a meal out because you can’t be bothered to prepare a meal, cook then wash up one evening.
Menu Items – Look a the items on the menu – Is lobster on the menu or caviar on the menu? A quick calculation of the per head cost will give a clue. For some working-class people, £300 would be acceptable.
For others, business owners, for example, a meal for two for £600, plus tips would be considered excellent value for money. It’s all about financial levels.
So, typically establishments that charge higher prices are well able to justify the value for money is essential.
Discretion & Privacy – There’s yet another aspect of value for money. Certain people will pay handsomely for the discretion that often accompanies high prices. Some people value knowing that only other high-value people of a similar ilk will most likely be sitting alongside them in a restaurant.
This expectation is the same way that those who pay handsomely for a room in an exclusive hotel (for example celebrities or heads of companies) know confidently that, barring accidents, they will not find themselves in the corridor (or elevator) with someone they least likely want to encounter. i.e. fans or journalists!
Or those who would travel first class knowing they would only be sitting alongside people of a similar socio-economic group.
12- Location, It Matters
Most obvious is that the restaurant’s location matters. How easy it is to get to matters too. Here are some obvious questions that help with this.
- Are there excellent transport links nearby?
- Is there a bus stop nearby?
- Is it a short walk or cab ride away from the nearest train or tube station?
- Is the location away from other similar businesses or eating places?
- Are there directions from embarkation points to your establishment?
13- Parking, It Matters
Closely tied to the idea of location is the issue of parking. Restaurants may or may not have control of this. But knowing if parking is available (or not), is one more positive facet in the entire decision-making process of choosing exactly where to eat.
14- Ambience, It Matters
The ambience is more than the surroundings. The atmosphere forms from what you do (and permit from your customers to do – smoking, talking loudly on their phones, using laptops, etc.) with your surroundings to make it especially conducive for visitors while eating.
For example, music may create a better ambience than without but playing that music too loud could ruin it.
Of course, the ambience is more than just the music. The lighting matters too. And so do the smells that come from the kitchen. How closely tables get placed together matter, just as the toilets do and how they are to use.
The temperature matters, and so does the proximity of your table relative to the cold entrance-way
14 Characteristics That Make A Great Restaurant – Conclusion
So, from the discussions above, it should be clear that the characteristics that make a restaurant great are many.
If you’ve attended any restaurants recently where the staff and management team were exemplary, or you have a different view, then list us know in the comments below.