The way in which the staff of a restaurant operate and serve the clientele is a fundamental part of the image that the business portray to the outside world.
In order to obtain good service it is necessary to ensure an efficient training program that enables the staff to be prepared for any situation.
It also it is essential to devise strategies to motivate the team to always perform at their best, often it is useful to provide non-monetary incentives seeing as monetary incentives do not result in better performance from the employees.
One of the biggest problems that arises at a work place is the disengagement of the staff: this happens when a member of staff is not actively engaged with the work timetable and come to work purely to look after themselves. As a result of this the motivation of the staff drops and the consequence can worsen the presentation and the image of the business.
Concerning the United Kingdom, the turnover of the Hospitality sector has been growing constantly in the last four years and as a result, the value of good service cannot be under stated.
One of the main reasons for this growth is due to the fact that the majority of restaurants are part of large fast food chains that often rely on temporary workers; who, after a few months, leave their place of work, meaning its necessary to train again and dispose of new resource.
The cost attributed to the turnover of personnel in the UK amounts to £274 million a year and therefore it is necessary to rethink training methods and the management of personnel at the same time.
When we talk about how to motivate staff, it doesn’t only refer to the management of the individual from a professional point of view, but also consideration of their personality outside the work place.
And therefore it is important to know the passions and the talent of your own staff in a way that ensures that their tasks are always adapted to their characteristics; it is also very important to increase their responsibility to make them always feel at home.
Another factor that must be considered is the debate about promoting from within, generally one can choose between taking on external personnel or allowing one of the members of staff to progress up the management chain.
Promoting from within can also bring about another positive effect: the staff will probably feel more motivated and will try to improve their performance in order to obtain a promotion, and as a consequence an increase in their pay.
An example of a great English chain that has managed to operate in accordance with its own staff is Pret a manger; the level of turnover of personnel is amongst the lowest in the sector thanks to the value of the business considering its internal growth to be important. The famous change pursues an open door policy where everyone can give their opinion to try to improve the business. The best performing members of staff are awarded the so called “Wow cards”, this serves to reinforce the motivation of the staff to demonstrate that their work is taken in to great consideration.
Pret a manger looks to give responsibility to every employee in a way that enables each outlet to manage itself. The training that is given to the manager is very complicated, furthermore they are actively encouraged to work on projects that have nothing to do with their day to day work in order to improve their competence.
To conclude, training and management of staff are aspects that at one point were not thought about much but are in reality crucial, above due to the savings in costs. It is therefore very important to propose meaningful and attainable goals for your workers and at the same time give importance to the so-called ‘soft skills’ such as communication and teamwork, when you try to take on new personnel.