Ahhhh isn’t love grand? Just look at the young couple over in the corner. Holding hands, sneaking a kiss now and then and whispering sweet nothings to each other. The all American dream, we meet someone, fall in love, get married. Have children, pets and a small house with a white picket fence. Who wouldn’t enjoy seeing this?
But wait isn’t that John and Sue two of your servers? Both in uniform, on the clock and aren’t they supposed to be taking care of the guests? I’m sure this has happened to you in your restaurant at one time or another.
Nowadays this is a common occurrence. More often than not, people meet their future spouses, lovers, friends at work. We as a whole are working more, joining less social clubs and finding it harder to meet people. So the office romance is becoming an everyday subject and at times a problem.
Production is down, guests receive less than desired attention and mistakes are made. John and Sue would rather spend time together, than to wait on another table or worry about getting the side work done. They are concerned more with what they are going to do after the shift is over.
So what can we do about it? We can’t just replace them. It’s possible that they may be the best servers you have. But you can’t have them on the floor ignoring the guests and the job at hand.
The first step we need to take is to have a small meeting with them (in private off the main floor). Never start out on a negative note. Let them know what a great couple they make. How well they get along with each other, how happy you are for them, etc. Then we need to let them know how this new romance is affecting their job performance. Give them specifics, not just generalities. For example, “John, yesterday table x was sat and the hostess spent 3 minutes looking for you. By the time you got to the table the guests were upset that you took so long to greet them.” “Sue your table mentioned that it took them 5 minutes to get the drinks they ordered, because they saw you talking to John.” Then let them know how this may have effected the tip percentage they received. How it affected the guest. Did the guest complain about service, did they say they would never dine here again? We must make it clear that the guest and proper service is important to the restaurant and to them. Once they understand how service relates to the bottom line of profitability for you and them, then we can go on to the next step.
Make them promise that the focus at work will be the guest and quality of service. That holding hands and chit chatting can not be tolerated when it is affecting the business and possibly the performance of the other servers. Make it clear that future violations may result in disciplinary action. Now at this time you should also reiterate what a great job they are doing and what a pleasure it is having them on your team. Send them on the way with a “Go make lots of money” and a smile.
Sounds simple but what if the problem continues? Then we must sit them down once again. Explain to them the problem still exists and that it must stop. That the only way you can see to handle this is by separating them. No, I don’t mean to have you break them up. But to separate them by giving them completely different schedules, that they will not be working at the same time. Inform them that when one is working that the other may not come in to visit. Now you don’t have to be hard core about this, you can still give them the same days off. Another option to consider is transferring one of them to another location. You may lose one at your location, but the company will still benefit by retaining a great employee. Again tell them how much you appreciate the work they do, but the romance is interfering with business. Ask them how they feel about their performance, can they see the problems, do they have any suggestions. Many times at this point they will understand that something needs to be or will be done.
Let’s hope that after this meeting the situation is corrected. If not, than it’s time to be a little more drastic. Your bottom line is at stake. One or both of them may have to go. Let them decide, does one of them want to give a two weeks notice. A nice letter of recommendation will be provided for them. (Be sure to have people trained to take over their shifts) If you feel that termination is the only thing left as an option, please follow all laws rules and regulations governing such terminations. Document each and every discussion that you have had with them and the results.
So you don’t want to lose them and you’re at wits end? Learn to live with it!
Isn’t love grand? |
