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MANAGEMENT TIPS
Teams Work Together

Working Teams Can Find the Right Balance

Is there some magic behind excellent working teams?  Replace the word “magic” with the word “strategy,” and your team will get closer to the right balance!  By incorporating the right elements, it is achievable.

John McCarthy, President/CEO of AGI Hospitality Recruiting, recently spoke to a local group of Restaurateurs about the importance of addressing employee retention.  Drawn out from the larger presentation, we have isolated the  elements to make them available in brief podcasts (mp3 format) for your listening convenience.

While the podcasts are short, they are packed with insightful and smart strategies.   Leaders within the hospitality industry (or any industry) should consider these tactics to improve their employee retention and staff performance issues.  Listen to them as much as you need, and share them as often as you would like.  They make sense, cost little or no money to implement, and will make a huge difference in your company’s culture.

If you are an employee of a company that should consider these ideas, perhaps you could think about introducing them to your manager.  The majority of companies are appreciative of helpful suggestions from their employees.

Click on each podcast link below to listen:

1 Turnover Explained

2 Motivation of Employees

3 Company Culture

4 Foundation of High Retention Culture

5 Trust and Autonomy

6 Embrace Healthy Feedback

7 Continual Training and Development

8 Employment Branding

Do you have any additional insights to share with us?  We are interested.  You can email John McCarthy directly at john@agimanagement.com with your comments.  We hope you will invite others to listen by passing along this blog’s link!  Thank you!

 

TAGS: Management Tips, Restaurant Manager, Restaurant Managers


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


Do You Really Want to Repel Your Patrons?

Reality TV shows are so popular –not only for their basic entertainmentDo You Really Want to Repel Your Patrons?t value, but also because they offer insights into things that a “fly on the wall” gets to see on our behalf!  Reality shows feature regular people in real-life circumstances that demand over-the-top challenges from them.  We, as the audience, relish in the adventures while seated in our own comfortable armchair posts.  We sometimes cheer, smear, and spear the real people for what they did do, and what they didn’t do right.  We do this all from the safe distance of our anonymity.

Our top three favorite reality TV shows are Undercover Boss , Restaurant Impossible , and Bar Rescue because they feature the three things we love; 1) business, 2) food and beverage, 3) and restaurants!

However, unlike reality TV shows, our real-world life doesn’’t have a producer in the foreground to yell, “Cut!”  No one is there is edit away our unsavory moments, our bloopers, or give us any chances for a do-over. We operate in real-time-live-action mode constantly, so when someone is watching us or listening to us, the only functioning button option that they have is “record,” which makes an imprint on their mind (for the better or for the worst).

Restaurant Managers already know that the majority of dining guests frequent their restaurant of choice for the main reason of liking the food.  Some would argue that the true main reason is because the restaurant has the best atmosphere and customer-friendly staff.  Consider the extra miles that people are willing to travel and the higher prices they are willing to pay for a fabulous dining experience.  Now consider whether or not they would do it if the restaurant had the reputation for these faux pas that   patrons observed or overheard from any restaurant employee:

  1. Griping about how tired they are and how they can’t wait until the shift ends
  2. Whining about and/or insulting anyone, including management, coworkers, and restaurant guests
  3. Complaints regarding how they wish they could make more money
  4. Uncontrolled loud and obnoxious laughter
  5. Sad and/or worried facial expressions all the time
  6. Rude remarks about unhappy cranky babies or unruly children
  7. An irritating bragging or boastful attitude
  8. Refusals to apologize for a mistake or error
  9. Doesn’’t take complaints from guests seriously
  10. Will not offer to  do something “right” for something that went “wrong”
  11. Sarcastic comments about insufficient tips
  12. Giving the appearance that they really don’t like doing their job in the least

While we can hope that restaurant patrons will be forgiving of the occasional “bad day,” why risk it?  Once is enough, and twice is over the limit when people pay their good money for food and atmosphere.  Regardless of whether the guests are celebrating something very special when they dine, or just eating for normal food-consumption needs, the point is that they chose that restaurant to do it in; therefore, there is an obligation to make their experience a pleasant one out of gratitude and for repeat business.

Sensitivity training should become a bigger part of the standard training tactics that Restaurant Managers provide to their staff.  Unless these issues are specifically addressed as part of regular job expectations, an employee who was observed as being ill-willed could use the excuse that they “just didn’’t know” that these behaviors were actual faux pas.  If this type of awareness training is ignored, then it could be the biggest contributing factor of why the restaurant loses business rather than grows over time.

When Restaurant Managers find out that these inappropriate behaviors are occurring, what should be done?  Well, that all depends upon the company policies that are already in place.  If these things are not clearly spelled out for employees in written and verbal methods, then the employee certainly could feel that they were blindsided and not correctly informed about expectations.  Never assume that people automatically know what is appropriate and what is not appropriate; we cannot count on everyone knowing about and respecting standard social norms because every individual has unique life experiences and exposures to different influencers.  Based on that, it is best to make it clear to all employees that certain faux pas will not be a part of the company’s reputation.

Take the challenge of addressing faux pas and run (not walk) to your nearest piece of paper to begin writing down what feedback you are receiving from patrons.  The guests are the eyes and ears of the dining experience, so it is very important to know what they are observing and overhearing.  Negativity is not a welcome-mat, but rather, a repellant.  Unless you are in the bug-spray business, you don’t want to be known as a repellent!

If you are a Restaurant Manager and need to jump-start this process, go ahead and print this article out and physically give it to your staff to read.  Better yet, read it to them out-loud during your next shift meeting!  That will break the ice for everyone; easy to read, and easy to hear. After that, formal policies can be established if they haven’t been done so already.

And remember —  the only things you want to repel are these faux pas that drive away customers!

TAGS: Customer Service, Management Tips, Restaurant Managers


Don’t Blow a Circuit

Electronic devices are wonderful!  They enable us to be connected, present, and aware of everything 24/7 if we want it that way.  The convenience is something we believe we need like a fish needs water and a plant needs light.  We don’t like to be unplugged because we might miss something.

To Plug-in or Unplug; That is the Decision

But what is a healthy “plugged-in” lifestyle for a manager?  Is there a point when too many plugged-in activities can blow a circuit in you?  Are others around you throwing you hints that you need a break from your electronic devices?

When we say, “plugged-in” and “unplugged,” we want to make sure that it is not confused with actually “turning-off” your devices so no one can reach you when something important happens.  Keep your devices plugged-in; but mentally, you should have an “unplugged attitude” and be away from your devices.

Does the following example describe your typical evening?

Eating dinner with your family is a time of the day you truly cherish.  You left work about an hour ago, and your mind is calmly shifting to the other important matters in your life besides work.  Your cell phone rings, and you answer it.  This interrupts the peaceful moment, but you do it because you think you should.  The faces of your loved ones give a glance of disappointment; but that look is very familiar.  You can’t ignore the call.  As 9:25 p.m. rolls around, you receive a text message from someone on your staff.  This is probably important too, so you stop watching your TV show and participate in a lengthy back-and-forth texting exercise.  And as usual, you just want to check your laptop one more time before bed at 11:00 p.m. to see if anything important is happening.  The time on the clock soon approaches 12:15 a.m., but you’re semi-surprised that an entire hour has slipped past you again.  While shuffling off to the bedroom, you grumble about how time is always being robbed from you.  Curses to The Time Robber! But then, you rationalize that you are a manager, and you need to constantly stay informed.  You have convinced yourself that good managers make these types of sacrifices.    Never mind how grouchy you feel every morning – everyone on your team sympathizes with you because they recognize that dedication has a price.  They just hope that you don’t blow a circuit during their shift!

Why are you accessible all the time?  Is it a requirement, or is it your choice?

Let’s first clarify an important factor: If your business has a need for you to be on-call because of the specific nature of addressing true emergencies, then this article will really not apply to you unless you are still plugged-in when you are not on-call.  We basically want to address the habit of non-on-call managers who manage their business during normal business hours, but feel that they must always be plugged-in no matter what.  It’s about choosing to be plugged-in past the point of necessity such as during days off work, vacation time, holiday time, and sick time.  Depending on the level of accessibility you are providing to your team, this habit could be the cause of your burnout, your stress, and the absence of that non-work-life you’re supposed to be enjoying.  Perhaps the habit of being tethered is something you’ve developed unknowingly.  Regardless of how the habit was established, it can be identified as a self-imposed routine that could be harming you, rather than helping you.

We invite you to think about these three elements to determine whether or not you really need the habit of staying plugged-in 24/7.  Dig deep and be honest with yourself:

  1. Who established the habit? Sometimes, managers make themselves overly-accessible because the manager before them did this.  Other times, a new manager wants to demonstrate his or her pledge to always be “there” for the team.  Both of these situations imply that a manager is choosing the habit of never unplugging.
  2. Who demands the habit? All managers have a boss, so it could be that your boss demands this of you because he or she doesn’t unplug either.  If this is the case, we would never advise you to battle with your boss.  It’s your own discernment if you can have a conversation about this issue and figure out if the perpetual tethering is essential.  But if you are just demanding it from yourself, then you’ll have to keep reading this article!
  3. How important is the habit? True emergencies, such as an employee’s physical injury, should be addressed immediately.  For instance, if someone is injured during a shift when you are not present, then you must be notified the moment it happens.  The safety of life and limb takes the highest priority of all emergency notifications.  The malfunction of important equipment and insufficient staffing issues are also important, because these impediments can negatively impact the normal flow of business and the bottom line of profit margins.

Now that you have a better idea of which element is causing the tethering at all times, you can begin to consider how you can establish a new habit of unplugging without feeling as if you are abandoning your team.  Try any or all of these four suggestions:

  1. Tell your team that you will be unavailable from the hours of X-to-X because of dinner time, bedtime, hygiene time, vacation time, surgery recovery time, etc.  Sounds funny to mention surgery recovery time, doesn’t it?  Believe it or not, some managers will remain plugged-in when they are healing in a hospital bed!  Accept the fact that your team will not complain about your unplugged hours; and they’ll understand that even you, their manager, is deserving of some off-work time away from business concerns.
  2. Offer specific scenarios about when your team can contact you by defining real emergencies to them.  Explain that you will not read or respond to emails past a certain time of the day, and you do not want phone calls unless someone is “dead, dying, of bleeding” (best mental visual that explains it well).  As a manager of adults, you can count on them to comprehend this message, and the guidelines will clearly be set.
  3. Research articles and case studies about the pitfalls of work burnout whenever you doubt your decision to unplug.  The pitfalls range from the decline of personal health, relationship losses, and a quality-of-life imbalance.
  4. Give yourself permission to unplug. Allow yourself time to breathe and refresh again apart from working hours.  This will open up new windows of time to do other things!  Just decide to unplug during the timeframe you specified, and don’t look back!

Ahhh… doesn’t it feel wonderful to imagine the freedoms from plugs?  We can promise you that it feels 10,000 times better when you actually do it and live by it.  Catching up on what you think you’ve missed could be your validation that it’s “okay” to be unplugged during your off-time.  Give your Time Robber the boot and smile while doing it!

Share with us your experiences with being unplugged and how it improved your world!  Comment here or email us at recruitment@agimanagement.com — we are interested!

TAGS: Management Tips


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