It's more stressful to be a server than a Neurosurgeon! (according to science)
Owning & managing a food & beverage venue is no cake walk, as I’ve said before. There are numerous daily challenges and hurdles that management faces. Every single owner, manager AND service industry/hospitality industry professional we’ve spoken with claim that the longest running problem they face isn’t managing food costs, or waste, or promotions… it happens to be… staffing issues, and the countless never ending headaches associated with said staffing issues.
What does this have to do with the article I’ve linked to? Well… There are numerous moving parts (players/positions) in the game of running a successful bar, restaurant, or venue. These parts work in unison to achieve the goal of providing great customer experience every single time, to drive continued repeat business, and in turn make money. If you’re fielding a short staffed team, you simply can’t perform to the expectations of ownership, let alone the customers!
It’s a domino effect… You find yourself short staffed on short notice (or not so short notice), without a direct impactful Real Time solution. No, no, no… Facebook posts, Craigslist, or calling/texting everyone and their mother, will NOT give you a Real Time solution. And you can forget temp staffing services altogether.
So back to the domino effect… you find yourself under staffed, it’s a Friday evening, no workable solution at your finger tips, and after trying and failing to get someone, anyone, to cover the open shift(s) you give up and accept reality (defeat). You go without and say to yourself “Everything’s going to be alright. Everything’s going to be ok.”, over and over.
So the next domino is staff fatigue setting in. Staff, especially servers, may initially be excited at having more tables to cover, and the tips that follow. Other positions not so much (think back of house). This excited feeling quickly dissipates and is replaced with resentment and fatigue.
Oh yeah the tip thing… well, wait times, table turn times, anything time related is now a major problem. Could only be a few minutes, however statistics show most likely it’s 20 minutes or more added to the wait. This reflects as poor customer service to the customers. Can’t blame them for this can we? Which by the way, is what 97% of all consumers consider #1 when choosing where to eat or drink (according to the National Restaurant Assoc)!! Thus the extra tables each server has to cover results in smaller total check sizes, and less customers coming in the door that evening (wink, wink, table turn), and of course minimal tips (sometimes no tip at all- which I don’t condone. Ever).
This ultimately culminates with staff burnout and more problems for management. Especially when the repeat customers don’t materialize. Some in the business actually wonder why this is?… Running an understaffed bar or restaurant (any venue really) for ANY period of time is a true recipe for disaster. This disaster becomes much worse with inaction, or by expecting results from the same options that have helped continue this repetitive cycle unabated. This is a vicious cycle I know.
Understaffed Shift(s) lead to:
- Staff Fatigue. (check)
- Staff Resentment (check)
- Staff Burnout (check)
- Service Suffers (check)
- Self Perpetuation (check)
Training doesn’t solve the problem. Inventory control doesn’t solve the problem. Rock solid promotions don’t solve the problem. What does you ask?
SnapShyft does! (wink, wink)
By enabling venues to remain proactive in the moment, ensuring priority #1 is met every single shift, owners and management can provide a great customer experience. No matter the position of need: servers, bartenders, security/door, host/hostess, bussers, cooks, expeditors, support personnel… all roles including dishwashers! Each position is integral to running a great venue and providing the customer a reason to return. See for yourself in this Washington Post article A Dishwasher Can Make Or Break A Restaurant … A restaurant’s dirtiest job is also one of the most crucial ; )