Monday, October 24, 2005

Workforce Diversity



Diversity in the workforce is no longer an option but a fact. America is a diverse society and our restaurant workforce represents this. How do we maintain a successful Service Culture with this workforce?

There are many training programs and seminars on how to motivate, manage and develop diversity in restaurant service. Most of these programs although with great intentions omit the largest obstacle to a successful diverse Service Culture.

PERSONAL OPINIONS

All of us have personal opinions on many things: people, food, clothing, etc. However in a business environment (i.e. restaurant service) these personal views can make business decisions not based on facts. This can result in an appearance of double standards in the enforcement of service policies. Therefore teammembers who are not of the same personal opinion (or culture) may not be treated in the same manner as a employees (or teams) that agrees with our viewpoints. The result is a divided, demoralized environment where service is not a priority. How do we prevent this from happening?

ALWAYS PLAY BY THE BOOK

This simply means we manage, enforce standards and treat ALL team members equally. Developing, motivating and consistently maintaining a successful service culture requires this. There is no place for selective enforcement and training based on personal feelings. This could give teammembers the appearance of double standards. All team members should know through their experiences with the service culture, they will be treated equally according to the policies. When this is happening, focusing on giving great service can become the priority. Turnover will reduce and morale improves dramatically.

What is the difference between a motivated service culture and a culture whose focus is just proper service.

Let's review that in another blog update.

1 Comments:

Blogger Ra said...

Keep at it. I'm telling you -- this is your book!

8:30 PM  

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