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I do sometimes worry about the state of leadership these days I do believe, a substantial number of restaurant employees that take pride in their work, excel at service and believe that they serve the best damn fajitas this side of de Nile. Some do it because they have a righteous work ethic, some because of their innate sense of competition with each other, and still others, of a desire to just make other people happy.
Those that exemplify the highest ideals, elevate their performance because they have to, or its simply how they pay the bills, maintain friends and customers- and keep their job. but, as often happens in the corporate world, the economy takes a turn for the worse, some bad deals are done, prices skyrocket, leadership changes, competition gets tougher or the Vice President of Operations French Fry rebate check bounces. For whatever reason, companies decide to, or are put into a position to, run the prices up/cut corners, and raise additional funds from one area, in order to funnel into another. When this happens, it usually comes from the biggest operations costs: utilities, food and beverages, and the payroll. These areas affect us - the restaurant managers and employees.
Why mess with our world? Small increases in price or pocket change saved here or there, multiplied times many customers, and again by many units, result in piles of money. Did you really think that the chain restaurant upper management was going to give up their spa memberships? stock options? Tee times at the times in preparation for the fall charity fundraiser especially you need them most? A good sign that youre in this savings vortex is a company-wide, new-found awareness of utility waste. The temperature is warmer/cooler than it used to be, managers are bugging everybody about lighting and equipment turn on schedules, manager bonuses are impacted based upon the increase in rolls of toilet paper used this year to date verses last. Not to worry. These symptoms only last about a month or two at tops.
You may notice menu or portion resizing tricks, garnishes no longer being necessary, (I heard parsley futures will be hit hard this season) changes from linens and glassware to paper products, cleaning and armored car services - even doing away with those mints at the front desk that you swore that youd stop eating in this New Years Resolution. A big labor crunch, cutting service levels to the bone (my favorite increasing restaurant managers hours to work in an hourly position) and pushing heart-of-the-house crews to the limit, mean theres not much imagination behind this drive for the dollars. Shortcuts in cleaning regimen and training standards show that restaurant business principles arent cost effective anymore, and the leadership is willing to sacrifice the future business for quick results. All of these measures lead to a lowering of standards once preached by the very same entities that now fear for their own personal money and continued employment. If they visit your locale, be very afraid. Theyre dangerous when its their own club membership on the butchers block.
When your guests start to complain and you notice the movement from great to good on your comment cards because the majority of your staff is new and cheaper. Your cook, dishwasher or bartender walks out because of the increased workload, the climate control is whacked out and the boss has eaten all of the good painkillers from the first aid kit, (I recommend pain-aid it is loaded with caffeine) and you are suffering withdrawal symptoms due to an absence of reasonable standards. The companys current fear crisis is deemed more important than its once lofty mission and vision statement (because it is only for a short time until the economy bounces back).
I do sometimes worry about the state of leadership these days I do believe, a substantial number of restaurant managers and employees do take pride in their work, excel at service and believe that they serve the best damn fajitas this side of de Nile. Some do it because they have a strong work ethic, some because of their sense of competition with each other, and still others, a desire to just like to take care of people. Who do you want on your team?
Those that exemplify the highest ideals, elevate their performance because they have to, or its simply how they pay the bills, maintain friends and customers- and keep their job. but, as often happens in the corporate world, the economy takes a turn for the worse, some bad deals are done, prices skyrocket, leadership changes, competition gets tougher or the Vice President of Operations French Fry rebate check bounces. For whatever reason, companies decide to, or are put into a position to, run the prices up/cut corners, and raise additional funds from one area, in order to funnel into another. When this happens, it usually comes from the biggest operations costs: utilities, food and beverages, and the payroll. These areas affect us - the restaurant managers and employees.
Why mess with our world? Small increases in price or pocket change saved here or there, multiplied times many customers, and again by many units, result in piles of money. Did you really think that the chain restaurant upper management was going to give up their spa memberships? stock options? Tee times at the times in preparation for the fall charity fundraiser especially you need them most? A good sign that youre in this savings vortex is a company-wide, new-found awareness of utility waste. The temperature is warmer/cooler than it used to be, managers are bugging everybody about lighting and equipment turn on schedules, manager bonuses are impacted based upon the increase in rolls of toilet paper used this year to date verses last. Not to worry. These symptoms only last about a month or two at tops.
You may notice menu or portion resizing tricks, garnishes no longer being necessary, (I heard parsley futures will be hit hard this season) changes from linens and glassware to paper products, cleaning and armored car services - even doing away with those mints at the front desk that you swore that youd stop eating in this New Years Resolution. A big labor crunch, cutting service levels to the bone (my favorite increasing restaurant managers hours to work in an hourly position) and pushing heart-of-the-house crews to the limit, mean theres not much imagination behind this drive for the dollars. Shortcuts in cleaning regimen and training standards show that restaurant business principles arent cost effective anymore, and the leadership is willing to sacrifice the future business for quick results. All of these measures lead to a lowering of standards once preached by the very same entities that now fear for their own personal money and continued employment. If they visit your locale, be very afraid. Theyre dangerous when its their own club membership on the butchers block.
When your guests start to complain and you notice the movement from great to good on your comment cards because the majority of your staff is new and cheaper. Your cook, dishwasher or bartender walks out because of the increased workload, the climate control is whacked out and the boss has eaten all of the good painkillers from the first aid kit, (I recommend pain-aid it is loaded with caffeine) and you are suffering withdrawal symptoms due to an absence of reasonable standards. The companys current fear crisis is deemed more important than its once lofty mission and vision statement (because it is only for a short time until the economy bounces back).
I do sometimes worry about the state of leadership these days I do believe, a substantial number of restaurant managers and employees do take pride in their work, excel at service and believe that they serve the best damn fajitas this side of de Nile. Some do it because they have a strong work ethic, some because of their sense of competition with each other, and still others, a desire to just like to take care of people. Who do you want on your team?
About the Author:
Mike Satterwaitte Is the current co-owner of Restaurant Proz an online restaurant management and marketing business helping restaurant managers, owners and employees to work smarter hot harder. Mikes emphasis has been on restaurant management, restaurant trainingrestaurant website design SEO and hospitality internet marketing, SMO,restaurant branding.
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