At PayVision Online, we know restaurant payroll inside and out. And, we even know about HR Management with our HR Answer Center. But, when we saw this article about restaurant coaching of employees, we knew we had to share. These six tips sound like winners to us!
In the hospitality business, attitude is everything! All it takes is one negative interaction with a staff member in your bar or restaurant to prevent the guest from ever returning again. Sure, everybody has their good and bad days, especially those who work in the high-paced, stressful environment of a busy bar or restaurant. But you can still help your staff members give your guests the warm and friendly service they deserve by teaching them to leave their attitudes at the door. Here’s how.
1. Lead By Example:
As a bar or restaurant owner, how do you conduct yourself in your business when you are stressed, angry or upset? The way that you manage your own emotions has a significant impact on how members of your own staff will act when they, too, are having a rough day. Always pay attention to your own actions and lead by example.
2. Be Compassionate and Supportive:
Treat your staff members with respect and they will do the same for you and your business. If someone on your staff is projecting negativity, talk to him or her about it. Find out what is going on to see what underlying issues may be causing their behavior. Then try to help them find a solution. Even if you cannot, just listening to them and being compassionate about the situation will go a long way.
3. Reward Employees for Exceptional Customer Service:
When someone on your staff goes above and beyond to deliver exceptional customer service, reward them for it. Acknowledge their accomplishments during staff meetings, or, perhaps, show your gratitude by giving away a gift card or movie theater tickets to an “Employee of the Month” who demonstrates the best attitude toward customers.
4. Create a Fun and Positive Work Environment:
Make it a priority to improve your staff’s work environment to give them more reasons to feel happy and satisfied on the job. Host staff-wide celebrations and private parties, make break areas more relaxing and comfortable, or host company-wide contests. If your employees are happy, that same positive energy will get passed along to your customers.
5. Be Fair, Yet Firm:
While you want to be fair when dealing with an employee who demonstrates a poor attitude. If you’ve tried to correct the problem and still aren’t seeing improvement, it’s time to get firm. Schedule a private meeting with the employee to discuss the situation and let him or her know that the behavior is unacceptable. After fair warnings and attempts to correct the problem, it may be time to let that employee go. At the end of the day, you still have a business to run.
6. Show Gratitude for Employees with a Positive Attitude:
Let your employees know that you appreciate their hard work and everything they do. Sometimes a simple “thank you” is all it takes to make your employee’s day who is bringing positivity to your bar or restaurant every day.
Your bar or restaurant’s success depends on how your staff members treat your guests. Help them to keep their negative attitudes out of the work environment, so that they can be happier and better employees!
Article excerpted from Buzztime