Staffing, next to working capital, is one of the biggest challenges in every business. Let's face it, work ethics are not what they used to be. Nor are benefits and incentives from companies. In the service industry, there seems to be two groups of potential employees...those highly educated but haven't yet gotten a job in their field with the mindset that they deserve more money than the job can pay and those who are just looking for a paycheck. If you can find someone in the middle, someone interested in doing a good job, especially in the service industry, hang on to them for all it is worth.
I have been fortunate enough to have a few of those employees along the way. Employees that put in extra effort to solve a problem, to cover the hours needed or to create a little something extra...a guest favor or a special recipe. My little old washer woman (her name for herself) went above and beyond to provide clean, crisp linens for the restaurant and bed and breakfast. Not just linens that went through the washer and dryer but beautiful linens that sparkled. My head server was a gifted craftsperson creating all kinds of special things including tote bags that I use to this day. When my husband and his chef brother abandoned the project, one of my amazing girlfriends, AE, came on board and brought her incredible talents to the back of the house. Let me say, that there were a number of great friends who pitched in to make a difference when the brothers exited but AE actually sat through the adaptive planning phase even as they were making their exit and she stayed on through the first season on my own. Currently, I have staff members that I feel are my right and left arms. They go the extra mile in every regard and, for that, I am thankful.
Many in the hospitality industry believe that they can get by with paying a minimum wage and giving minimal hours. Personally, I have always found that is better to provide a good employee respectable pay and as close to full time hours as possible than to continuously be training new employees. Even if I can't provide full time hours in a single position, I try to offer the opportunity to pick up extra hours in another position. For instance, I have had servers work in the back of the house in pantry or prep and front desk clerks pick up hours in housekeeping or maintenance. Cross training is a good thing when you have a small staff as it allows your staff more hours and you, backup employees when someone calls out or needs off. You also eliminate a lot of the "not my job" mindset when people are cross trained. If you give them as many hours as you can, you help keep them dedicated to you and your business instead of having to work their schedule around their second job.
If your plan is a KISS one with a limited scope of the business and limited rooms, then one or two dedicated housekeepers will probably be easy to find. A good laundry person is much harder to find and a good laundry service, almost impossible but that is another post for another time. If your business concept is more complex but summer seasonal, teachers are better assets than college students most of the time. Many teachers are looking to supplement their income and they are mature, responsible professionals. You can find some great college kids for seasonal work but most are not going to be available until Memorial Day or later and they are going to want to leave mid-August, when you still have three more weeks of high season (if summer is your season). Local college students living and attending school in your area work well because they don't have to make a to and from school transition. For a property with a restaurant, consult with your local high school or community college for referrals from counselors of their top students. Students with good grades are more likely to be great employees. Just keep in mind that there are regulations regarding handling alcohol under the age of 18 and using kitchen equipment like slicers under the age of 17. Your local ABC authority and health department can give you those guidelines.
Be careful of family and friends of your own as well as of your employees. Working together can put a strain on what is otherwise a great relationship and, in the grand scheme, I value great relationships more than an employee need. Sometimes families can work together well...more than likely, not. If your existing relationship prior to the consideration of working together is not uber respectful and healthy, then working together is not likely to be a success. The teenager that needs something to do to stay off video games or stay out of trouble is not likely to do the quality job that you need done. I am not adamant about not hiring family and friends of employees but have come to the conclusion that they should not work closely hand in hand on a daily basis. While I do come to love and care for many of my employees, I try not to develop "hang out" type relationships with them so I keep the professional relationship necessary to run a great business.
At the end of the day, your business is your business to you and a job to your employees. But if you can find someone willing to meet you in the middle between just a paycheck and vested interest, bring them along on the journey and reward them as best you can.
No comments:
Post a Comment