How to Use the Restaurant Duty Manager Performance Review Template
Recording your performance reviews in Pilla means every assessment, objective, and development conversation is captured in one place. Instead of paper forms that get filed and forgotten, you build a continuous record that connects to one-to-one notes, tracks progress against objectives, and gives both you and your duty manager a clear reference point. When pay or progression decisions come up, the evidence is already documented.
Key Takeaways
- Metrics to Review checklist ensures you gather shift performance, incident log, handover quality, and team feedback data before writing anything
- Previous Objectives Review documents what was achieved, partially achieved, not achieved, or blocked since the last review
- Technical Competencies assessment covers shift ownership, handover quality, decision-making, team deployment, and crisis management with Exceeds/Meets/Below descriptors
- Behavioural Competencies assessment covers reliability, authority, communication, and composure
- Compliance and Standards confirms licensing, fire safety, staff welfare, and security
- Key Achievements and Development Areas use specific evidence, dates, and measurable outcomes
- Objectives for Next Period sets SMART targets covering operational performance and career development
- Overall Assessment selects Exceeds, Meets, or Below expectations as a holistic rating
- Meeting Notes and Review Summary capture the review conversation and agreed next steps
Article Content
Why structured restaurant duty manager performance reviews matter
Your duty managers own the restaurant during their shifts. A well-written performance review helps them understand where they stand, what they're doing well, and what they need to develop — whether that's building toward assistant manager or becoming an outstanding shift leader. Unlike brief handover conversations, a formal review creates a record, sets clear expectations, and connects their shift-level performance to career progression.
This template walks you through a complete performance review: gathering evidence, assessing competencies, documenting achievements and development areas, setting objectives, and recording the review meeting. Each section is designed to produce a fair, evidence-based assessment that both you and your duty manager can reference throughout the next review period.
Metrics to Review
Metrics to Review
Review objectives set at the last performance review. Note which were achieved, partially achieved, not achieved, or blocked.
Before writing any assessment, gather data on each of these metrics. Tick each one as you collect the information. Having the numbers in front of you prevents vague feedback and ensures your assessment is grounded in evidence.
Shift performance — Review revenue, covers, complaint rates, and guest feedback from their shifts compared to team averages. Look at consistency across different shift types — busy Saturdays versus quieter weekday lunches. A strong duty manager delivers consistent results regardless of the shift. If performance varies significantly, understand whether it's the shift type, the team allocated, or the manager's capability.
Incident log — Review all incidents reported during their shifts — complaints, safety issues, staffing problems, equipment failures. Look at how many incidents occurred, how they were handled, and whether similar incidents recur. A duty manager who logs incidents thoroughly and handles them decisively is managing risk well. Missing or incomplete logs suggest either nothing happened (unlikely) or poor documentation habits.
Handover quality — Assess the quality and completeness of their handover notes and shift reports. Does the incoming manager know exactly what happened and what needs attention? Are issues flagged and followed through, or do things fall between shifts? Handover quality is one of the best indicators of a duty manager's professionalism and investment.
Team feedback — Gather feedback from team members who work their shifts. Do they feel well-led? Is the duty manager approachable, fair, and decisive? Also gather feedback from other duty managers — is the handover effective? Are standards consistent? This 360-degree perspective reveals things you can't see from shift reports alone.
Customisation tips:
- For high-volume restaurants, add covers-per-labour-hour as an efficiency metric
- For restaurants with late-night operations, add security incident rates and closing compliance
- For new duty managers in their first review, weight handover quality and incident handling most heavily — these are the basics that everything else builds on
- Don't rely on a single metric — a duty manager with low complaint rates but poor handover quality is hiding problems rather than solving them
Previous Objectives Review
Review objectives set at the last performance review. Note which were achieved, partially achieved, not achieved, or blocked.
Pull up the objectives from the last performance review. For each one, document whether it was:
- Achieved: They met or exceeded the target — note the evidence
- Partially achieved: Progress made but not complete — note what was done and what remains
- Not achieved: No meaningful progress — understand why before judging
- Blocked: External factors prevented progress — unclear authority, insufficient training, scheduling constraints
Be honest about blocked objectives. If you promised to give them authority over comps and never formalised it, or said you'd schedule them for mentoring shifts but didn't, that's not their failure. Acknowledging your own gaps builds trust and makes the review feel fair.
If this is their first review and no previous objectives exist, note that and use this section to document the baseline you're measuring from going forward.
Technical Competencies
Technical Competencies
Record your rating and evidence for each technical competency. Use specific examples and data.
Assess each competency based on observed behaviour over the full review period — not just the last two weeks. Tick each competency as you assess it.
| Competency | Exceeds expectations | Meets expectations | Below expectations |
|---|---|---|---|
| Shift ownership | Treats every shift as their own restaurant, anticipates problems, maintains standards without supervision, you never worry about their shifts | Manages shifts to standard, maintains operations, handles routine issues effectively | Lets standards slip, waits for problems rather than preventing them, shifts feel unmanaged |
| Handover quality | Handover notes are comprehensive and actionable, incoming managers can pick up seamlessly, issues are flagged with recommended actions | Provides adequate handover, covers the main points, follows the standard format | Handovers are incomplete or rushed, important information missed, problems carry over between shifts |
| Decision-making | Makes confident, appropriate decisions in real time, good judgement under pressure, learns from decisions that don't work out | Makes adequate decisions, escalates appropriately, handles routine situations confidently | Avoids decisions, defers unnecessarily, poor judgement on timing or approach, same mistakes recur |
| Team deployment | Maximises team effectiveness through smart positioning, adjusts during service based on demand, keeps everyone productive | Assigns team appropriately, makes adjustments when needed, keeps service running | Poor team positioning, sections unbalanced, team standing idle or overwhelmed, doesn't adjust to demand |
| Crisis management | Calm and decisive during emergencies, takes control immediately, communicates clearly, resolves issues with minimal guest impact | Handles crises adequately, maintains composure, follows procedures | Panics or freezes, poor communication during crises, problems escalate due to inaction, team loses confidence |
Avoiding common rating errors:
- Recency bias: Check shift reports from three months ago. Did they have a strong period that's now forgotten?
- Halo effect: Excellent crisis management doesn't mean strong team deployment. Rate each competency separately.
- Central tendency: Not everyone "meets expectations." If they're exceptional at shift ownership, say so. If handover quality is poor, name it.
Customisation tips:
- For restaurants with significant bar operations, add bar management as a separate competency
- For late-night operations, weight crisis management and security handling more heavily
- For duty managers being prepared for assistant manager, weight decision-making and team deployment most heavily
Record your rating and evidence for each technical competency. Use specific examples and data.
For each competency, record your rating (Exceeds, Meets, or Below) with specific evidence. Use dates, numbers, and examples rather than general impressions.
Example phrases:
"[Name] managed the power cut on 14th February calmly and decisively — evacuated the dining room safely, communicated with guests throughout, and managed refunds and rebookings the following morning."
"[Name]'s handover quality needs improvement — three occasions in January where the opening manager found unresolved issues that should have been flagged the previous night."
"[Name] consistently deploys the team effectively during peak service, adjusting sections in real time based on demand — observed four Saturday shifts where no section was waiting more than two minutes for attention."
"[Name] tends to defer decisions to the assistant manager when they could handle them independently — comps, schedule adjustments, and minor complaints were all escalated unnecessarily."
Behavioural Competencies
Behavioural Competencies
Record your rating and evidence for each behavioural competency. Use specific examples.
Assess each behavioural competency across the full review period.
| Competency | Exceeds expectations | Meets expectations | Below expectations |
|---|---|---|---|
| Reliability | Never late, always prepared, shifts always fully staffed and ready, covers at short notice without complaint | Punctual and prepared, reliable for scheduled shifts, flexible when possible | Frequently late, poorly prepared, unreliable for coverage, creates scheduling problems |
| Authority | Natural authority that the team respects, commands attention without raising voice, standards enforced consistently | Maintains authority with most team members, enforces standards, addresses issues | Lacks authority, team doesn't follow direction, avoids enforcement, standards vary based on who's watching |
| Communication | Clear, confident communication in all situations — with team, guests, kitchen, and management, keeps everyone informed proactively | Communicates adequately, passes on information, handles routine communication | Poor communication, important information missed or delayed, creates confusion rather than clarity |
| Composure | Unflappable under pressure, calm presence reassures team and guests, never loses control regardless of circumstances | Maintains composure during most situations, occasional stress visible but managed | Visibly stressed under pressure, panic affects the team, composure breaks during difficult moments |
Record your rating and evidence for each behavioural competency. Use specific examples.
Record your rating and evidence for each behavioural competency using specific examples.
Example phrases:
"[Name] demonstrated exceptional composure during the kitchen fire alarm on 3rd March — managed the evacuation calmly, reassured guests, coordinated with the fire service, and had the restaurant back in service within 40 minutes."
"[Name]'s authority needs development — observed two shifts where team members were openly ignoring table clearing instructions without consequence."
"[Name] achieved 100% punctuality during the review period and covered four additional shifts at short notice, including New Year's Eve when a colleague called in sick."
Compliance and Standards
Compliance and Standards
Record any compliance concerns, training needs, or positive observations.
Confirm each compliance area has been assessed. Any gaps must be addressed immediately — compliance is pass/fail, not a development area to work on gradually.
Licensing — Do they understand and enforce the premises licence conditions during their shifts? Can they manage last orders, closing times, and alcohol service refusals? Do they know the designated premises supervisor and their own responsibilities under the Licensing Act?
Fire safety — Do they know the evacuation procedure? Can they manage a calm evacuation during a full service? Do they check fire exits and equipment as part of their shift routine? Have they completed fire marshal training?
Staff welfare — Are they monitoring break times, working hours, and safe working conditions during their shifts? Do they recognise signs of fatigue or distress in team members? Do they act on welfare concerns promptly?
Security — Can they manage end-of-shift security procedures — cash handling, locking up, alarm setting? Do they handle disruptive guests safely? Do they know when to involve external security or police?
Record any compliance concerns, training needs, or positive observations.
Record any compliance concerns, training gaps, or positive observations. If any area is below standard, document the required action and timeline for resolution. Note any compliance training completed during the review period.
Key Achievements
Document 3-5 specific achievements with evidence, dates, and measurable outcomes.
Document 3-5 specific achievements with evidence, dates, and measurable outcomes. Achievements should be things that went beyond basic job requirements — moments where your duty manager created particular value.
How to write strong achievement statements:
- Be specific: dates, numbers, names, outcomes
- Show impact: problems solved, revenue protected, team developed, crises managed
- Use their contribution, not the team's: what did they do?
Example phrases:
"[Name] managed the power cut on 14th February with zero guest complaints — evacuated safely, offered complimentary drinks during the wait, and had the restaurant back in service within 40 minutes."
"[Name] identified a recurring food delivery issue and worked directly with the supplier to implement a new checking process, eliminating short deliveries."
"[Name] developed two team members into shift-ready supervisors during the review period, reducing the restaurant's reliance on duty manager coverage for quieter shifts."
"[Name] achieved 100% checklist completion across all shifts during the review period, the only duty manager to do so consistently."
"[Name] resolved a persistent guest complaint about wait times by implementing a revised seating protocol during peak periods, reducing average wait from 15 to 8 minutes."
Customisation tips:
- For late-night operations, achievements might include security incident management or successful late licence compliance
- For new duty managers, acknowledge the learning curve and highlight where they've exceeded expectations for their experience level
- For duty managers being prepared for assistant manager, highlight achievements that show broader operational thinking
Development Areas
Document 2-3 development areas with specific evidence and improvement actions.
Document 2-3 development areas with specific evidence. Each development area should link to a concrete improvement action — not just a label.
How to write constructive development feedback:
- Focus on behaviour and outcomes, not personality
- Use specific evidence: dates, observations, data
- Connect each area to an action or opportunity
- Be direct but fair — vague feedback helps nobody
Example phrases:
"[Name]'s handover quality needs improvement — three occasions where unresolved issues were not flagged to the incoming manager, causing problems at opening."
"[Name] tends to avoid managing team performance directly — observed two incidents where poor service went unaddressed during their shift."
"[Name]'s decision-making confidence needs development — they escalated four situations during the review period that they had the authority and capability to handle independently."
"[Name] struggled with team deployment during peak periods — observed two Saturday shifts where sections were unbalanced, with some waiters overwhelmed while others had quiet tables."
"[Name]'s incident reporting needs attention — two shifts during the review period had incomplete logs despite known issues occurring."
Objectives for Next Period
Write SMART objectives for the next review period. Include both operational targets and development goals.
Set 3-5 SMART objectives (Specific, Measurable, Achievable, Relevant, Time-bound) that connect to both the development areas above and their career interests.
Operational target examples:
"Achieve 100% handover completion rate across all shifts during the next review period, with incoming managers rating handover quality as 'adequate' or above."
"Reduce escalated complaints from 6 per month to 3 per month by end of Q2 through improved real-time resolution on shift."
"Complete opening and closing checklists on 100% of shifts, verified through the Pilla system."
Development goal examples:
"Complete the Personal Licence qualification by end of June to strengthen licensing knowledge and prepare for assistant manager responsibilities."
"Shadow the assistant manager for at least 4 administrative sessions during the review period, covering scheduling, stock ordering, and P&L review."
"Lead at least 6 pre-service briefings independently during the review period, with feedback from the team on clarity and usefulness."
Connecting objectives to career progression:
| Current role | Typical next step | What to assess |
|---|---|---|
| Restaurant Duty Manager | Assistant Manager | Broader operational awareness, people development capability, commercial understanding, administrative competence, proactive leadership |
If they want to become an assistant manager, include objectives that build broader operational capability and people management skills. If they prefer to stay as a skilled shift manager, focus on mastery goals — crisis handling excellence, team deployment optimisation, flawless handover processes. Set targets that stretch but don't break.
Overall Assessment
Select the overall performance rating based on the full assessment.
Record the discussion from the review meeting, including their response and any context they provide.
Select the overall performance rating based on the full assessment. This is a holistic judgement, not a simple average of individual competency ratings.
Exceeds expectations — Consistently performs above the standard required. Shifts run to an exceptional standard, they handle crises confidently, and they're developing skills beyond their current role. This duty manager is ready for — or close to — more responsibility.
Meets expectations — Reliably performs the role to the required standard. Shifts are well-managed, handovers are adequate, and they handle routine situations confidently. Development areas exist but don't undermine overall effectiveness. This is solid, dependable performance.
Below expectations — Performance falls short of the required standard in one or more significant areas. Shift quality is inconsistent, handovers are incomplete, or team management is lacking. Improvement is needed with clear support and timelines.
Be honest. Rating everyone as "Meets expectations" helps nobody. If they're exceptional, recognise it. If they're struggling, name it — with the support plan to address it.
Meeting Notes
Record the discussion from the review meeting, including their response and any context they provide.
Schedule at least 45 minutes for the review conversation — 30 for discussion, 15 for buffer. Meet outside service hours in a private space.
How to conduct the meeting:
Give them the written review to read for 5-10 minutes. Don't hover — get them a drink and let them absorb it privately. When they've read it, ask: "What are your thoughts? Does this feel fair?" Then listen. Don't defend immediately — understand their perspective first.
If they raise valid points, amend the document. If you noted "poor team deployment" but they explain they were consistently given unbalanced teams with too many juniors on their shifts, that context matters — add it. If you disagree, explain your reasoning calmly with data.
The goal is a document both parties consider fair and accurate — not necessarily one they're delighted about.
What to record: Their response to each section, any context they provided that changes your assessment, points of agreement and disagreement, and their reaction to the objectives set.
Review Summary
Summarise agreed actions, amendments made during the meeting, and next steps.
Summarise the agreed outcome: amendments made during the meeting, final objectives confirmed, next steps, and when objective check-ins will happen.
Both parties should sign and date the final document. Give them a copy. The signature means "I have read and understood this review" — not necessarily "I agree with everything."
Follow-through matters: Schedule brief objective check-ins in your regular one-to-ones. "How's the personal licence study going?" and "I noticed your handover notes have improved — the team has commented on it" keep objectives alive rather than letting them gather dust until the next formal review.
Be transparent about how this review connects to pay and progression decisions. If performance reviews influence pay rises or promotion to assistant manager, say so — now, not at the next review.
What's next
Performance reviews are most effective when they connect to ongoing one-to-one conversations. The evidence you need for a fair review should already exist in your one-to-one notes.
- Read our Restaurant Duty Manager one-to-one guide for how to run the conversations that feed into this review
- Check out our Restaurant Duty Manager interview guide for hiring the right person in the first place
- See our Restaurant Duty Manager onboarding guide if you're reviewing someone still in their first 90 days