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I am very proud of one stat that I have consistently led through out my 20+ years as a restaurant/bar manager. I have and will always be in the top percentile in turn over. I just really don't lose very many people. My friends, this is not by accident.
One main rule to follow is simple. Remember the bosses you've had and work the same habits into your operation that made you happy as an employee. I also remember the bosses that were ineffective. In every case of ineffectiveness the same culture value rang true. That, my friends, is the inability to adapt, change and overcome unforeseen obstacles. This is the restaurant business baby! Shit happens. Great leaders (even mediocre ones) improvise and overcome!
In many concepts we have different jobs. We cross train a great deal of associates to fit our needs. We hire, train and develop our folks. Is that ok? If Susie calls in and you need a host... simple, get Johnny to do it. We have one too many in that department and we are training a new guy that's somewhat ready to be productive. Done...settled. That is the art of improvising. It's not ideal. It is just getting through a shift.
Another rule I've learned and most importantly taught is that sometimes you hire the right person for the wrong position. Cast your mind. It's a crisp fall morning when this very "charismatic" young lady comes into my restaurant with a resume and her app filled out. Ahhh, a breath of fresh air! I have my assistant manager interview her and he hires her to start in a week. I put her on the training schedule to train as a waitress. I did not interview her. I did not ask my AM what she applied for. I ASSUMED she was going to bring us balance on the floor with her great looks and game show hostess like smile.
One week later...
I am handling complaint after complaint on this new waitress. I attempt to coach her. She is frustrated and ready to throw in the towel and her check binder for that matter. I sit her down and we talk about it. I asked the questions...1. Are you happy with the training you received? 2. Are the tips awful tonight? 3. Why are you so frustrated?
She felt like she was being attacked personally and began to cry. I kid you not. Not the wimpy sobbing cry but the frustrated I want to punch you in the throat cry. Then she said very aggressively, "I didn't apply to be a f@#@#'en waitress! I applied to be a line cook!" Now you HR people would of certainly fired this infidel for the abusive language. But that's why you work in HR and this is why I run a restaurant. I replied very simply, "Fine! You're a cook now."
The smile on her face made it all worth the turmoil. She finished the two tables that were left and then ran in the back to play with the boys. Three weeks later she was my expo and running the kitchen. She was the best cook I've ever had the pleasure of managing.
She now owns a restaurant and I eat there at least once a month. She always comes to the table. She is always in a chef outfit and always sweaty.
I'm glad I didn't lose her to my own dumb assumptions. She worked for me for 2 years and I am happy that I helped her find her niche.
How do you hire a staff? I say with an open mind.
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