Managers may create a 'script' that the servers must follow, and also structure policies on cleaning tables and when to serve foods. Problems such as having appetizers served with entrees, slow order time, or a lack of attention can mean that customers do not return. Other aspects of policy may influence how much money a customer spends, such as if a server does not prompt the customer with a question about what he or she wants to drink, or if he or she would like to see the dessert menu. Hiring, firing, and training policy is also influential. A high-end restaurant may demand previous restaurant and dining experience of prospective employees, and many have training sessions every time there is a major change of menu. If a restaurant is 'hot,' customers are sensitive about being discriminated against...

A restaurant must be firm in dictating policy regarding if it takes reservations, how long it will hold reservations for an absent party and for what number of customers. Customers are quick to spot favoritism regarding such policies. If a customer is staring at a table that is being 'held' for longer than the restaurant specifies, once again the customer is unlikely to patronize the restaurant again.
Managers generate a sense of goodwill and establish the tone of the restaurant. Customers, depending on how much they are spending and the target demographic of the restaurant, bring different expectations to their dining experiences. It is the manager's job to ensure that these expectations are met without causing undue costs or trouble for either the waitstaff or the kitchen.