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CUSTOMER NEEDS

For a Happier Career Transition, Hire a Hugger!

Last week, I had a conversation with a candidate who was very honest with me about his frustrations regarding his career search.  He said very bluntly, “You recruiters – there are a lot of you, and most are not very good or respectful.”  I was initially surprised by his assertion, but then I found myself in a much more compassionate place with his frustration because I actually agree with him!

The fact is, most recruiters are so task-driven, they fail to remember that they are dealing with people who are trying to make one of the most important decisions in their lives!  Changing jobs is very stressful, and this stress can be compounded when a job seeker has to work with disrespectful recruiters who don’t follow-up with them or give false expectations of how they will help.

When I first started my career in the recruiting business, I had an energized, full-fledged, sincere desire to help everyone.  And I mean Every One!  I wanted to get everyone I talked with a new job that would increase their family’s livelihood.  While my personal motives have not changed, I am now more realistic by understanding that I can’t find everyone a new job all of the time —  especially because the job needs to be the best-fit for them and for the employer.  Our core responsibility is to find the right Happier Career Transition, Hire a Hugger | AGI Hospitality Recruiting candidates for the jobs we have to fill; otherwise, we would not be a valuable service to either our clients or the job seekers who depend upon us to help them find a better career.

For this reason, we know that our communications with each job seeker must be honest, respectful, and transparent so accurate expectations can be clear.  For example, if we can find you a new job, then great — let’s do it!  But more importantly, if we can’t find you a new job, it is best for everyone to be very truthful and recognize that a best-fit career match will not happen right now.  It’s very possible that we could help you in the near future with another opportunity that will be better suited for you; and if that’s the case, we would certainly want to reconnect.  This direct and truthful communication is imperative to ensure we are avoiding any misconceptions that would mislead a job seeker.  The job seeker understands that we are not leaving them hanging and waiting unnecessarily for immediate results.  It boils down to respecting each person’s specific and unique career goals.

Early on in my career as a recruiter, I was haunted by the way my profession had been labeled as a “head- hunter.”  After all, it’s not an appealing image, and it still strikes me as a negative term that does not sum up the spirit of what we do.  I have never hunted a head in my life, and I know for a certainty that I never will!  Hunting implies tactical maneuvers such as stealth tracking, hidden trappings, sly approaches, and deadly decoys.  Frankly, I think this term was probably created by job seekers who found themselves working with recruiters who made them feel tracked and trapped.  Recruiters who lack respect for a job seeker’s career health and well-being will definitely give the impression of being hunters.   My solution to this unfortunate labeling is to put forth a bigger effort to reflect the integrity of how we do business, as well as demonstrate our great respect for every individual we serve.  Regardless of whether or not we can help everyone find a new career, I consider myself, and all of the recruiters at AGI, to be Head-Huggers!  That’s the real nature of what we do as qualified professionals within the hospitality industry!  We embrace each job seeker with genuine hopes to help!  Our tactics include honesty, respect, and mentorship.

If you are a recruiter reading my conviction, please be encouraged!  You already know that success as a recruiter is about managing your time and tasks.  But what you need to remember is this; the best way to perform every part of your job is to have a deeper respect for each job seeker who comes to you for help.  Be truthful and forward so your candidates will have the correct and realistic expectations.  If we all work harder to accomplish this each and every time, we can change the perception of our industry! Working together as a whole, we can abandon the negative connotations of head-hunter forever.

If you are a job seeker, we ask that you hold us to this value.  Anything less than hospitable is unacceptable to me.  If, at any point, you believe that a recruiter here at AGI isn’t warmly welcoming you or respecting you, please contact me directly at john@agimangement.com .  Your concerns will remain confidential.

We wholeheartedly view our work as a ministry, and we feel called to help others through their career transition.  We hope we can consistently portray this belief and be a positive role within the marketplace.

TAGS: Career Advice, Career Path, Customer Needs, Customer Service, job seeker


Overcome Holiday Working Team Ho-Hum

Restaurant Managers can never win a popularity contest when they have to be the bearer of bad news about who has to work the holiday! But you can prepare their mind for the upcoming stresses.

A Happy Working Holiday Team!

Help Create a A Happy Working-Holiday Team!

Speak with your team a few days ahead of the holiday to prepare the mindset.  This exercise will ensure more successes than failures during busy holiday dining traffic.  The special day will not feel like a holiday to your staff, but more like a demanding and stressful work day.  The right attitude will make the time go smoother for everyone working, so discuss the expectations, and help them understand these key factors of holiday diners.  Remind them that the holiday dining crowd is not like the average dining crowd.  Holiday diners come in two main categories; 1) Planned Dining, and 2) Unplanned Dining.

CATEGORY ONE:  Planned Dining — These are guests who planned to be at your restaurant because:

  1. They are loyal fans of the food and atmosphere, and they can count on another great dining experience
  2. Your restaurant is offering special holiday meals and seasonal treats at a bargain price
  3. The dinner group agreed to meet there as part of their established tradition, or they are beginning a new tradition
  4. Empty-nesters who live too far from family and don’t want to cook a large meal will go out to dinner on the holiday
  5. Someone who has no one to spend the holiday with plans to eat out alone at a restaurant and hopes for some person-to-person outreach to make the day special
  6. The holiday is not a part of someone’s culture, so they are eating out simply because they want to do it

CATEGORY TWO:  Unplanned Dining —  Something went wrong at the last minute, so they needed to come to your restaurant because:

  1. Their home-cooked dinner was a disaster
  2. A family emergency got in the way of shopping and preparing the meal
  3. It is the first holiday without a loved one, and they are trying to “get through it”
  4. They are traveling unexpectedly and are in a slight panic in between destinations because so many places are closed for the holiday
  5. A family disruption occurred, and someone had to leave the house to eat elsewhere

Knowing about these two types of dining groups will help the team adjust accordingly and better meet the needs of every guest.

Also explain these insights:

  1. One thing is for certain – dining guests understand that working the holiday is taking you away from your personal holiday plans.  They appreciate your efforts.  Higher gratuities are often a result of guests recognizing this.
  2. You are becoming part of their permanent holiday memory; perhaps you are part of a family tradition. That should feel like an honor to be involved.  Try your best not to dwell on what you are missing out on by working the holiday, but rather, soak up every moment you are working because you are a huge part of your guests’ holiday dinner!
  3. If diners started out with a bad day, you can be someone who is there to brighten their day.  And on the other end of that spectrum, make a conscience decision that you will never be the person who darkens someone’s bright day; if they are having a good day, your goal is to help continue the pattern of the great day they are experiencing.  Stretch out the happiness.
  4. When guests arrive in big family groups, tensions could rise just because of that family’s dynamics.  Take a smile to the table at every round. If orders get mixed up because of their complex personal preferences that stray from the set menu, breathe deeply and smile.  That will help tense guests smile back, and your focus will be sharper since negativity isn’t blurring your concentration.
  5. Parents of cranky children will be very appreciative if you can offer something to comfort the crankiness.  What you offer should have no additional cost to the parents.  These free offerings could include another paper placemat for coloring, speaking directly to the children so they feel “grown up,” maybe even give them a small lunch-size paper bag and quickly show them how they can make a hand puppet with it.  Occupied children hands and minds invite imaginations and structure.  The wonderful byproduct of this is that the adults can enjoy themselves at a higher level, and grateful parents will always remember your kindness and patience during hectic moments.  They may even dub you as their hero!  Guests at neighboring tables will also appreciate your helpfulness that contributed to a quieter dining experience!
  6. The great thing about working during the holiday is that the holiday has an ending time!  It’s not forever!  Your body may ache more than usual, you may feel like your brain has worked way too hard for one day, and your energy level may be at its lowest.  But that’s okay!  The work is physically challenging, mentally stimulating, and emotionally rewarding!

A final word to Restaurant Managers – remember that you are a part of your workers’ holiday memories too!  Read through these tips again with the approach of how you can translate them into ways you can interact with your employees for the day.  You are all in this together; and together everyone can have a great working holiday!

AGI Hospitality Recruiting supports great Restaurant Management Best Practices by offering tips and advice.  You can find more advice in some of our blog archives.  Enjoy the reading!  HAPPY HOLIDAYS!

TAGS: Customer Needs, Customer Service, Management Tips


Restaurant Menu Updates for Kids and Gluten-Free Patrons

The next time you’re dining out, take a closer look at the Children’s Menu. You’ll notice more whole-grain choices and fruit rather than fries. Likewise, gluten-free items are significantly emerging as well. These are positive changes that help to balance the paradigm shift when more families are convinced that, in order to eat healthy, they have to eat at home. However, many well-known restaurants are realizing that our current society, both young and old, is asking for healthier food selections on the menu.

Updated Menu | AGI Hospitality Recruiting Just like adults, children have their list of favorite restaurants too. As parents, we recognize that the short list of kid-favorite eateries isn’t because the children are thinking about nutrition, but rather, they are thinking about the entertainment value of the meal. If the meal comes with a toy, an arcade area, a playground, crayons and coloring books, and the like, children will always try to persuade you to taking them where the fun awaits. But now with these kid-friendly places including more fruits, vegetables, and whole-grains with the meals, there doesn’t have to be such an avoidance issue. Better eating choices can be fostered when combined with a “favorite” place and the aspect of some entertainment.
As food allergies are becoming more and more common, being “picky” about what to eat goes far beyond the stigma of yester-years. Eating something that causes an allergic reaction can often be severe enough for a visit to the nearest emergency room. Things such as peanut products, fish and shellfish, and gluten are the top three culprits that can turn a dining experience into a near-tragedy. Although it is the responsibility of the parent and/or adult to be very mindful of their own allergy circumstances, restaurants are also mindful that allergic reactions are scenarios that they do not want happening at their establishments.
Let’s say a big “bravo” to those who are keen on the trend to offer healthier food selections on the menu! It all boils down to the actual dining experience that really matters – so removing some of the anxieties for those who have to truly consider better eating habits and avoiding food allergies is absolutely a very good thing to do.
 

TAGS: Customer Needs, Restaurant Management


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