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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

to be fed up with my staff?

76 replies

rimmer · 14/06/2009 15:59

Dh and I run restaurant. Have a number of waiting staff. We pay over the minimum wage and they keep all the tips shared between themselves - we take nothing for ourselves. AIBU to want them to work harder and faster? It feels like me and DH are busting our arses and they are just standing about or on a permanent go-slow.
It seems like when I give instructions they either don't hear or don't understand so I have to say it over and over. I mean how many times can I say "Can you pass me some butter please" before it would have been quicker to get it myself.
I am aware that waiting tables is not the best job in the world but please can someone offer some useful suggestions to ease the situation or should I just accept that they only work on a slow pace and get over it?????
TIA

OP posts:
Nancy66 · 14/06/2009 16:31

i would just be tough - fire the ones that don't pull their weight.

Bonneville · 14/06/2009 16:32

Dittany - where are all these low-waged jobs just there for the taking. Not where I live. Dd has been trying for months to get a part time job - anything that is advertised gets so many applicants.

LovelyTinOfSpam · 14/06/2009 16:41

Dittany did you never have a saturday/part time while student type job?

FWIW rimmer 50p over min wage and tips sounds pretty reasonable to me and agree with the others that you need to weed out the slackers and maybe let them keep tips rather than splitting them...

Plus cans of coke etc as well? Can I come and work for you

dittany · 14/06/2009 16:44

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dittany · 14/06/2009 16:46

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Ivykaty44 · 14/06/2009 16:48

a team buildng venture aways from work.

Incentive bonus - selling the most desserts gets a bonus one week and drinks orders for a table whilst they are eating there mains gets a bottle of wine another week.

Give all your staff a questionaire about themseves, then have quarterly or monthly meetings and the staff that have worked well get something little from their list.

i had this once and so filled the questionaire in and put all my fac things - I was given a box of my fav chocolates for selling the most profititable food and a couple of book tokens for having the cleanest shift.

They wern't hugh things that wasn't the point - it was the personel gift that was lovley.

SerendipitousHarlot · 14/06/2009 16:55

dittany I completely disagree with you. Waitressing is and always has been a low paid job. Why should they not put in 100% effort just because it's low pay? I would work the same no matter what my wages, and have done.

The problem lies with the employees, not the employer - they get a few benefits that a lot of people don't - whenever I've worked in the hospitality industry, I've never had my drinks paid for by my employer, and we got half our tips taken off us for 'breakages' Never stopped us working hard.

OP, they're lazy shits. Get rid of them and get some more.

dittany · 14/06/2009 17:03

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SerendipitousHarlot · 14/06/2009 17:05

No, you said 'you get what you pay for'.

nannynick · 14/06/2009 17:09

Given the economic climate I would suggest the following:

Have a staff meeting and discuss how the recession is affecting the business, profits, amount of customers, that kind of thing. Even if you aren't feeling the pressures of it yet... make out that you are. That way if you need to make someone redundant, they have all been forewarned that things are not going that well and thus cutbacks may be needed.

Ask staff for their views on how they feel the service to customers can be improved. Ask them what problems they feel exist and what small changes could be made to improve things. Getting your staff participating in making changes can be a good way of making them feel more a part of the business - rather than just a member of staff.

Evaluate how many staff you actually need to run each shift. Evaluate which staff are good and which need improvement. Discuss individually with staff about how they can improve their performance - thus give them a chance to show improvement.

Do you have a head waitress/waiter type person for each shift? Is giving one of your better staff a defined junior management role a possibility - could that help... could they then micromanage the team?

Are there other jobs that some of the staff may be suited to... is changing job role an option? Or splitting roles - so that for part of a shift someone is serving customers and for another part of the shift they are helping in the kitchen.

Customer Ownership - given your shift patterns and turnover of customers, is it possible to assign ownership of a customer to a particular employee? For example, a customer comes in and the first available employee welcomes them, gets them seated, talks them though Today's Specials (always get staff to try to up-sell customers to the things you want them to buy - but do so in a nice way, not pushy) and menu items (emphasising local produce). The employee makes an effort to welcome the children and give them the pictorial children's menu. Take the order and get the drinks sorted pronto. The employee then keeps an eye on the customers (from a distance) making sure their every need is met - a child spills a drink, the employee is immediately there with wipes and a drink top-up (if you give a free drink, or top-up existing drink in such circumstances). The same employee brings them the food and continues to look after their customer.

At the end of each shift try to have a quick chat with regards to what went great, what could be improved, and a certificate or something for the best employee of the shift (ie the one who made the most improvement, the most profit, what ever criteria you like).

PrioryParkChick · 14/06/2009 17:13

One thing we tried in a restaurant where I worked was comment cards on the table - where we asked if any member of the waiting staff had stood out to you and why? The younger staff especially were really excited as the cards came in and we gave an incentive/prize for the staff member with the most positive comments after a period of time (i.e. a month) Bit like an 'employee of the month' scheme but without the negative knock-on of 'managers' favourite' etc.
Would agree that often staff respond well to being giving more say in the running of the business - asking for their ideas. Even if it is as simple as should we change the way the sugar/milk is presented on the table; type of coffee used; table cloth/mats etc. We found staff got really into promotions that they had helped think up themselves.
Good luck!

Bonneville · 14/06/2009 17:13

I really dont like the saying about people in minimum wage jobs 'you get what you pay for' or even 'pay peanuts - you get monkeys'. I know lots of people in minimum wage jobs who work extremely hard. They are not all uneducated monkeys.

dittany · 14/06/2009 17:13

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dittany · 14/06/2009 17:15

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dittany · 14/06/2009 17:15

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Nahui · 14/06/2009 17:22

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QuintessentialShadow · 14/06/2009 17:22

Some people will slack because they dont need to put in an effort.

One telling moment with my former au pair one morning, was she sitting eating breakfast with the kids, me getting the kids breakfast, and me asking her as I realized she had finnished her bowl of cereals "would you mind get ds2s lunch box sorted" (wich was one of her duties) She replied "oh, we have plenty of time, you can do the lunchbox after you have eaten your breakfast"

It is just the way some people think. If they stand there keeping the walls stable, it is because they can. Other staff, including you, will do the work. They dont have too. In addition, they get to share the ttip, so they have no incentive to work harder/better/more. And the staff that works hard, gets irked because they have to share the reward with the slackers.

Give the worst slacker his/her notice. Put up a board in the window "waiters needed". THEN implement the following:

  • individual tips
  • weekly motivation meetings
  • dessert week - who sells the most dessert?
  • specialty coffee week - who sells most specialty coffees (with flavour, cream, ice cream dollops)
  • employee of the month - most extras sold, or something

the above were examples.

Let them know you mean business. The fact that you have already sacked ONE, means the others will realize you actually mean business.

LaaDeDa · 14/06/2009 17:25

If you are a hard worker then you will be a super employee on £6.23 an hour or on £623 an hour.

I used to earn £30 per hour teaching dance and work just as hard now for £6.05 per hour looking after children in a nursery. I have no qualifications so can earn no better money but i don't think i'll just slack off cos i earn so little.

If the people employed to waitress think they ought to be earning more money then they will need to change jobs. I imagine these jobs were described accurately when they were being interviewed and they knew how much money they would be earning so it should come as no shock now. If they aren't pulling their weight then hold a meeting, address your concerns and if they don't improve think of letting some go.

ilovemydogandmrobama · 14/06/2009 17:30

Agree Quintessential's idea re: targeted sales, but individual tips may not promote team work? I don't know as I've never run a restaurant, but have been a waitress and would share my tips with the person clearing up the table. What about the staff not in front of house, or is the issue motivating just the waiting staff?

I know that Ikea's staff bonus scheme is very popular. They have one day a year where the staff share the profits (not sure if it's gross or net). The staff are very helpful on that day

Bonneville · 14/06/2009 17:32

I don't think that rimmer has come over as the type of employer who thinks that these people should be grateful to her for giving them a job. Quite the reverse in fact. She pays over the minimum, they keep their tips (albeit shared) - a restaurant near us makes their staff hand their tips in - they dont get them; and op's staff get free tea coffee etc. Dittany I am not trying to put words into your mouth or cause an argument and I am sorry if I have come over that way. Its just that I work in a job paying £6.23 an hour and I would hate to think that my employer was 'getting what he paid for'. Me and my colleagues work extremely hard.

dittany · 14/06/2009 17:32

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QuintessentialShadow · 14/06/2009 17:34

But teamwork is not working now, and shared tips is not working.

So, it might be time to try motivate the staff if they know that they will personally reap the benefit for their own hard work. Not the slacker keeping the wall in place.

dittany · 14/06/2009 17:34

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Tryharder · 14/06/2009 17:35

Did I read somewhere that they were all English? I would sack them all and employ East Europeans personally

QuintessentialShadow · 14/06/2009 17:42

If the basic salary is low, would it motivate to get performance related bonuses?

The staff member keying in the highest amount of orders: 10% extra pay as a bonus paid out quarterly?

would that work?