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High turnover and other employee challenges


  • 09/18/2020
  • |
  • Staff retention, keep best employees,

When Carla Hall closed the doors on her Nashville Kitchen restaurant in the Brooklyn borough of New York City, she was down to 12 employees, “and some of them were really disgruntled.”

They had started out with a large staff despite the small size of her establishment in order to accommodate large crowds, which they had – in the beginning.

As the customer flow slowed, however, staff began to leave, and those that stayed were not the right ones to keep the restaurant operating successfully.

“I needed to have folks who could model the right behavior and to be role models,” Hall told Eater.com. 1

It’s not rare for restaurants to have a high turnover.

According to statistics from the National Restaurant Association, in 2016, the turnover rate for restaurants was 72.9 percent, compared to 41.6 percent in other industries in the United States.

The highest turnover was among those in positions with less responsibility, such as bussers and runners, catering staff and cashiers. Servers, kitchen staff and managers were less likely to leave their positions, although we have seen head chefs ditch restaurants on shows such as “Restaurant Impossible” due to the stress associated with renovations and revamped, updated menus.

Dealing with staff is the most formidable part of running a restaurant, most restaurant owners say, and turnover is one of the biggest costs.

Many popular eating establishments are located in vacation destination cities, so staffers at those restaurants are often seasonal workers or students who spend summers earning tips while working as a wait staff member or bartender or a line cook.

Some of the best-run restaurants don’t have high turnover – which can cause establishments to close their doors due to the costs associated with training new staff – because the environment the business fosters is one that supports everyone.

To foster morale, when filling empty positions, you can ask your current staff if they know anyone who is looking for a job and would be a good member of your team. Creating a sense of camaraderie can keep staff morale high, which will keep employees working for you for a long time to come.

Tips to keep your best employees

According to the food magazine QSR, creating a team mentality helps keep employees feeling as though they play an important role in the success – or failure - of your establishment. 2

·         Scout out other restaurants for their best talent, and also consider what the brands and companies you appreciate most do differently that encourages employees to stay long-term. Adopt those habits, if possible, to create your own solid employee base.

·         Make new hires feel important. Managers should express excitement about the employee having joined the restaurant family, and should be equally excited about the restaurant and its mission to inspire the same enthusiasm from the new employee.

·         Pay equal attention to both the kitchen staff and the front of the house. Both are important to the success of your establishment. Consider when “Top Chef” holds the much-anticipated restaurant wars. It is often the person in charge of the front-of-the-house that goes home if their team loses, not the executive chef. The host/hostess and wait staff make the first impression on customers, and even a great meal can be ruined by poor service.

·         Make sure that the employees you hire are a good fit for your establishment, beginning with the hiring process. Try to hire those with experience, which will reduce the costs associated with training. Ask smart interview questions, and if you like a candidate after the interview, be sure to call their references to make sure that they really will be the right fit for you.

·         Fire toxic employees. “No company wants to keep a bad employee; and the same is true for restaurants,” says business writer Michael Bates. “In fact, compared to being understaffed, a bad employee, especially in the restaurant industry, is detrimental to the business, whether they cause trouble with other employees, don’t do their job effectively, or create a negative work environment in general. In that case, toxic employees need to be let go, for the business’s sake.”

COVID-19 may change staffing woes

Keeping staff many not be as problematic for restaurants forced to close in the wake of the COVID-1