YOUR STAFF IS ALWAYS YOUR BIGGEST ASSET
Grappling with the topic of staff. I don't know how to put it more plainly, but you as an owner, need to step in and get active with your staff. Annie and Doug Brown, runs a PR firm in Boulder. Annie saw this video (below) and KNEW it would me happy. She's right. Now, if only I could mind meld this info into my owners minds. Since I can't, watch the video, then let's get back to some basic philosophy of hiring and training.
I could talk about this topic all day long, but here's the brief version...
Simply put, there has to be training. As you learn from the video, it's all day, every day. It's this training, and retraining, that keeps the level of basic service at a much higher level. Said another way: make sure you have a new-hire training. New hires should know that training lasts for about 2 weeks. Explain that to them. Give them some rules, like "we'll be testing you verbally, just to make sure we've taught you well. We want you to be successful in your job, and not have to always turn to a manager to answer customers' questions. Keep asking questions, invite your new hire to ask questions. ...and continue to train them. A 2 weeks of training is a good place to start. You can stay flexible on what happens during that time, but have a rough outline.
Nothing keeps your brand consistent, through it's life, as educating your staff. How is education different from training? It's when you go a little deeper than the surface, and teach staff how to pair food and wine. You educate staff about fish--that might mean, the taste/texture, or it might mean knowledge about sustainably caught fish in your region. When you educate your staff they can carry that information with them in life, in their job. It is the difference between disconnected service, and good hospitality. Your staff, when asked, can answer a guest question, which actually makes them feel part of what you, the owner, created.
KNOW YOUR TRIBE
Very simply put, your staff should know you, and you should know them. You don't need to be pals. Be approachable. I do mean that they should feel confident that they are being well treated, trained and educated. All three together keeps your employees in your restaurant. Turnover shrinks, which is a fiscally smart and healthy goal.
Honor your business, and your staff by training your staff, nurturing them through educations, together you'll create a tribe on staff that you are proud of, who want to stay, because you value their skills, their input, their discipline.