Small Efforts To Curb Staff Burnout
Back to Basics: A bit about shortages, a good host with the most and takeout terror!
It’s no secret that the full-service restaurant industry is still brushing itself off from the pandemic. The leisure and hospitality sector took harsh blows with lockdowns and mask and vaccine mandates that kept customers away and changed how the industry operated.
One of the ways this struggle manifested was in the form of a labor shortage, with employers reporting extreme difficulty finding and retaining workers. This trend continues and shows up in the latest Economic News Release from the Bureau of Labor Statistics. As restaurants fully reopen, the BLS data shows our industry has roughly stayed the same in the areas of job openings, hires, and separations as in 2021. The reasons for the shortage vary, and it is hard to pinpoint one solid factor as to why workers have left. Burnout due to the understaffing crisis may be one reason employee retention is low.
Recovery is Inevitable
Despite the lack of labor, the National Restaurant Association is predicting healthy job growth through the end of this year. The NRA also reports that consumers are ready to resume patronage of their favorite eateries. This means that even if the workers are not returning en masse, customers are.
Open Table has been keeping track through its far-reaching reservation systems of some interesting data that is pointing to an industry in recovery. Their data shows increases in reservations and seated diners as more people are again dining out.
However, our customers are returning to poorly staffed establishments with the expectations of the old days when staffing levels could adequately accommodate their every need. Workers commenting on social media industry pages paint a stressful picture of what it is like being short-handed. They report sweating through shifts packed with excited patrons who are happy to be back in their beloved establishment and feeling like they don’t have the support to provide the same quality of hospitality and graciousness as before. Add to that an increase in to-go traffic that puts pressure on both front-of-house and back-of-house resources. The procession of confused delivery app drivers picking up online orders alone is maddening. Things are quite changed.
Cut Through The Chaos
Burnout due to understaffing may be one reason employee retention is low. Still, there are some simple remedies to alleviate some of the pressure.
A highly trained host is a pivotal position in the front of the house and can be utilized to lead the way to a calm and successful service. Having control of the flow of customers is key to keeping an understaffed restaurant from being overwhelmed. Slowing down the door by quoting small wait times keeps staff from being spread too thin. Knowing when and where to seat a table goes a long way in making sure that the servers are able to spend adequate time with guests so they can create the rapport needed to cultivate hospitality. A server who has time to interact with guests because their section is being seated properly is more likely to upsell, which maximizes restaurant sales. It also keeps the kitchen working at a healthy pace by reflecting the pace of the service staff ringing in the tickets. An in-control kitchen will make fewer mistakes as they are allowed to focus on consistency instead of feverishly cranking out food for stressed servers trying to accommodate impatient guests.
Reigning in Takeout Terror
Even with guests flooding now-open dining rooms, to-go programs are still elevated as diners were conditioned to ordering takeout during covid. Workers on a busy night, trying to keep up with the demand of what can seem like an excessive amount of to-go orders or an unorganized takeout program, can lead to frustration. An overwhelming takeout program paired with a sparse staff can lead to mistakes, rushed preparation, or service, which can result in lower customer satisfaction.
Consider, on busy nights, curbing to-go service by only taking orders during the slow times of the shift. Push customers to order online instead of calling in orders on the phone, which take up the host's attention. Designate an area for takeout traffic that doesn’t impede the flow of service. These small gestures cut down on the stress of the staff and make a big impact on overall service.
Don’t Let Burnout Happen
Burnout due to staff shortages is a very real problem and leads to employee turnover. Finding skilled staff at this time is a challenge. It can be very costly to constantly train new workers only for them not to be supported by best practices that keep a restaurant running smoothly. Making sure the host position gets the training and attention needed to steer the restaurant to success shouldn’t be overlooked. Paying attention to how takeout is affecting front and back-of-house stress and workload may make all the difference.
These small tune-ups assure positive guest perceptions. Guests come into a light and fun environment instead of a restaurant with stressed and overwhelmed staff. When a restaurant is operating properly, it is a joy to work in and can be a reminder to many of us why we stay.