Foodservice Updates is designed to help foodservice operators keep on top of all the industry news and provides tips for keeping business running smooth. We endeavor to provide the latest tips and solutions to keep you in the know.
Do’s and don’ts following a harassment claim
Renowned chefs and restaurants have made headlines in recent months for allegations of sexual harassment. Even if you have a clear policy in place for managing workplace conduct, it’s important to know how to respond in the immediate aftermath if and when an employee comes to you with a complaint. Juliette Gust, who created Ethics Suite, a platform for the hospitality industry to report workplace misconduct, theft and fraud, has some recommendations for operators. First, it’s important to investigate the allegation promptly, giving both the accuser and accused ample opportunity to provide their perspective, and document each step you take. Use an objective, methodical, confidential and consistent approach to help you prevent a complaint from ballooning into news headlines. After the complaint is made, thank the accuser for bringing it to your attention and ask that they make themselves available for follow-up questions as needed. Don’t make assumptions about the accuser or the accused, or confront the accused without a plan in place for how best to research the matter (and who should conduct the investigation). Before putting the accused on notice, make sure you (or a separate investigator) have had time to collect any key evidence that could be destroyed or manipulated during the course of an investigation. Then take decisive disciplinary action and follow up at regular intervals to ensure the steps you have taken can help prevent future incidents.
Digital seating for better guest management
If you’d like to incorporate on-demand technology but don’t know where to start, consider investing in a digital table and reservation manager as a first step. The software, named one of Fast Casual’s seven technologies transforming the restaurant industry, can help address long wait times by notifying guests via text when their table is ready and also allowing them to inform you of their approximate time of arrival. It can also ensure you’re scheduling staff efficiently and making best use of the tables you have available by suggesting ideal seating arrangements based on a party’s size and arrival time. Seating maps and specific server sections give hosts visual cues to help manage guest flow. As with any technology that improves the customer experience, a digital table and reservation manager can help you offer more personalized guest treatment. The system can provide servers with guest food preferences and important dates, as well as allow them to update customers about the status of their food at any point in the cooking process. The added efficiency can help speed up your turnaround times too. Nowait, one popular digital table management platform, reports that using a seating management app can help reduce table sit time by 50 percent. What’s more, by being efficient with your staff and table management, you can master the Two Minute Drill—what restaurant consultant Joel Cohen considers the optimal amount of time you should use to recognize a guest’s desire to leave and process their payment. Allowing a guest to leave soon after they show signs of wanting to depart can both enhance their experience and help you get new guests seated without delay.
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