The 4 Levels of Systemisation in Hospitality

Over many years working with hospitality owners, we’ve seen it all too common for them to wear every hat in their business—manager, chef, barista, cleaner, and bookkeeper (especially when the company is new or small). But there comes a point when that’s no longer sustainable. The approach known as SYSTEMology, developed by David Jenyns, provides a practical roadmap to shifting from being stuck in operations to owning a business that runs smoothly without your constant involvement.

Let’s break down the four levels of systemisation through the lens of hospitality businesses so you can identify where you are and where you need to go.

Level 1: Survival — "Everything Depends on Me"

At this stage, you’re doing it all—ordering stock, filling roster gaps, solving staff issues, responding to reviews, running the till, and maybe even cooking or pouring drinks. Processes only exist in your head (if at all), and your team constantly asks you how to do things.

What it looks like:

• You can’t take a proper day off without stress.

• Training new staff is a nightmare.

• You’re often firefighting instead of improving.

• Every little mistake flows back to you.

Goal: Start by documenting your most repetitive tasks. Think: “What do I do every week that someone else could do if it were clearly written down?”

Level 2: Stationary — "We’ve Got Some Systems, But…"

You’ve taken some steps: maybe there’s a checklist for opening and closing, or your staff know how to make key menu items. But things still fall apart when you’re not around. Your systems aren’t consistent or regularly followed, and your business growth has stalled.

What it looks like:

• There are some SOPs, but they’re outdated or ignored.

• Staff turnover sets you back months.

• You’ve delegated some tasks—but only to people you trust.

• Mistakes still happen often, and quality is inconsistent.

Goal: Focus on systemising the most critical parts of your business—what SYSTEMology calls the Critical Client Flow (CCF): from the moment a customer finds you, to serving them, to asking for a review or return visit.

Level 3: Scalable — "It Works Without Me (Most of the Time)"

Now, your systems are alive. You’ve documented the 20% of systems that drive the results in each department of your business. (Operations, Customer Experience, Finance, Sales and Marketing, HR) and the team knows how to deliver consistent service—even when you’re not there. Training is faster, customer experience is smoother, management is easier and you’re starting to feel in control again.

What it looks like:

• Your FOH and BOH systems are documented and followed.

• New team members are onboarded with a clear process.

• Managers are empowered and accountable.

• You can take holidays (and return to a business that’s still humming).

Goal: Build a culture where everyone values systems and contributes to improving them. The owner becomes the coach, not the technician.

Level 4: Saleable — "It’s a Business, Not Just a Job"

Whether you want to sell or step away, your business is now a true asset. Everything is documented: hiring, rostering, ordering, service standards, financials. You’ve built a hospitality brand that delivers a consistent experience, profit, and culture—without relying on your daily input.

What it looks like:

• You’re out of daily operations.

• Managers run the venue(s) confidently using systems.

• Profit is predictable, and customer reviews are consistently strong.

• You have time to open a second location—or just enjoy life.

Goal: Future-proof your business. Whether you exit, expand, or semi-retire, your business is built to thrive without you.

Where Are You Now?

Most hospitality owners sit somewhere between Level 1 and 2—and that’s OK. The key is knowing there’s a path forward. If you're ready to build a hospitality business that runs smoothly, grows sustainably, and doesn't burn you out, the time to start systemising is now.

Book a session with one of our team members if you want help systemising your business.