Restaurant staff: how to save, train and motivate
Continuing reflections on the development of service in your establishments, it is impossible not to note another important factor affecting its quality, namely, the constancy of staff. After all, it is the “water wears away the stone” system by the day that you can build quality service from training to training.
In this material, we will look at a global problem - a shortage and “routine” of personnel, and also try to find solutions, like us, business owners and managers, to improve this situation.
What influences how long the staff is delayed in your work? I would single out the following main factors:
high and timely employee income (salary + tips)
social package (delivery, food, premium)
interesting and systematic training
alternative employment options
In the light of these factors, we will consider emerging problems and solutions that I implement in my institutions.
This is the scourge of recent years, especially striking countries that have received a visa-free regime with the EU. Employers of the EU, as well as promoted resorts within the country, create conditions with clear advantages.
For example, a catering service worker in Poland receives an average of 8 zł per hour (this is about $ 2.5). Works at this rate 8 hours a day. Work above the norm is paid at the rate of 10-12 zł per hour. In total, a hardworking worker, who is used to serving the shift for 12-15 hours, can earn about 100 zł per day, that is, about $ 32.
Not all immigrant workers, however, understand that this is a gross amount. From it it is necessary to subtract the cost of documents, travel, accommodation, meals, etc. In comparison with the Ukrainian, all these tariffs are much higher.
In addition, there is such a nuance that Polish (as well as other European) employers are reluctant to provide an opportunity to work above the norm. It is more profitable for them to find a person for an additional shift at a simple rate and save. As an option, our especially zealous immigrants are looking for a second job.
In this section, I will cite a bit of creepy statistics: today, by average, only 3 million Ukrainians work in Poland alone. And in the forecast of the growth of the economy of this country - by the end of 2018 to create another 2.5 million vacancies. Where to take the workforce, if its moved to England-Norway? Right! At the neighbors!
Labor immigration affects us, businessmen, like a vice. After all, let us think: who immigrates in search of a better fate? The active working-age population at the age of 18-25 (well, maybe even a little older), is mostly non-family.
And who are you looking for at work? They are the same! And who is the main segment of Ho.Re.Ka? They are! This is precisely the vice: on the one hand, the loss of human resources, and on the other, of business clients.
To solve this problem, you must carefully "arm" and provide all the items that I described in the criteria for staff retention. Today we have taken such measures:
salary fund increase (it was 20% of turnover, it was 25-30%)
social package expansion (we deliver home, we feed, we provide a regular 20% discount on the menu and 50% on birthday parties)
providing opportunities for development in the company up to attracting co-investment in business
So, I can be proud that I have employees in the team who work 5-7 years. It is on them that the company and our service are built.
Reflecting on where the labor and the guests go, I met an interesting statistic. Again, we remember that we are looking for people aged 18-25 years, that is, 1992-1999 year of birth. And these are the times of the worst poverty, when families could not afford many children. Accordingly, there was such a thing as a demographic crisis, when people simply were not born.
Therefore, we say that the population of Ukraine today is not at all 50 million, but barely 40 ... the population of the provinces has decreased by 15-20%. And these are your employees and guests. Vice ...
Here is such a disappointing statistic.
NO QUALITY PROFILE EDUCATION
This is a misfortune not only in the restaurant sphere, but of all young developing businesses. Theoretical “quality” training is provided by us according to outdated standards, far from real restaurants, and theorists teach here.
Rarely have I heard that educational institutions attract practitioners and restaurateurs to system courses. Maximum - “lecture”. But this is not a panacea.
I do not in any way underestimate the merits of teachers. They already do everything in their power, and I consider their work heroic. But there is no experience, no modern theoretical base, no practice.
If the training of technologists-cooks is still half the problem, then the waiters, bartenders and, especially, managers and administrators are a failure. We have to train "raw material" for themselves.
It is also surprising that the profile educational institutions, sending their students to practice, also demand payment from employers. Reaches up to 50% of the salary. What is it like?