What Constitutes Good Working Conditions

Aquabe

Can I have some feedback on what constitutes good/excellent working conditions for hospitality staff...thanks

askthecoffeeguy

Hi BTW - why do you ask? A bit of background information might provide a more considered response - but for me an ideal work environment entails one which is based on mutual respect for the contribution of individual team members combined with a broad cross-section of experience - so that staff and management alike are always learning from one another Also I think that you work environment should be one the fosters creativity and recognises the contribution of each of its members, combined with clearly stated goals and outcomes.  A good work environment should also hum like a well oiled machine, should be fun to work in, and well facilitated with clear leadership and a clear leadership structure The needs of staff and their ideas in general should be listened to and openly discussed, and where possible implemented Likewise customers should be encouraged to give feedback and should be responded to with more than mere platitudes I walked into a coffee orientated joint on Brunswick Street yesterday and asked if it would be ok to put my bag down while I looked around (as it was heavy and also being an open bag was presumably easy to shoplift into) - and was told; "No, you can just carry it around." Seriously, no reason or explanation given, and no further customer service forthcoming! On top of which the coffee grinder was in operation for the whole four or five minutes that I was there, even though only one coffee was being prepared for one customer - calling into question what was going to happen to all the stale grind that was being produced - presumably enough for ten or more coffees? And it made me wonder: Is this what we aspire to as an industry or is this the pinnacle of customer experience that we should not only condone but accept as the norm? Seriously! We as an industry have a collective responsibility not only to service our customers but also to strive to be the best that we can be, and to raise and to exceed the expectations of the customer - and more that; to actively anticipate the needs of the customer before they even know that these needs exist! Combine that with innovation and cutting edge technology (and this doesn't have to cost the earth) - I think that the ideal work environment should be exceptionally well informed through personal endeavor, and that this information should be passed on firstly to all the staf members, and then to the customers, through product knowledge and product comparison The ability to adapt to your environment introducing swift and compelling change for compelling reasons is also essential as is the need for strenuous recruitment and a clear set of guidelines about what it is you are attempting to collectively create A need to recognise your target market combined with proven business principles and accepted industry standard protocol combined with a commitment to sourcing the best possible ingredients regardless of price is also paramount in my opinion, as is not losing sight of the collective vision that you and your team members are creating together... But that's just my opinion, others may differ... Peace Pat

blanyon

WOW atcg you are going for a utopia there!!! Awesome little post would back you up 100%, only to add that work should be a place that you enjoy and look forward to going to (not always cause that would be too much to ask) and that is challenging and engaging as well as safe. Nobody wants to go home without a finger. Must get down to Melb soon and look in on your cafe.

Aquabe

yeah Wow! thanks for that thorough reply Pat. I ask because there are some staff who think that money, lots of it, is the only work condition.  I know it's far more than money of course but it's good to pick the brains of like-pros. Also, I've just returned to the industry after a 10 year break and wanted to be aware of any 'drastic changes' to work conditions in that time. One thing's for certain, the attitude to money hasn't changed.  ::) I've gained some great insight from your reply Pat, thanks again.

askthecoffeeguy

mate money is relative wherever you go its the work conditions and environment that make the space unique - and remember the old adage: Hire slowly and fire quickly!

Unknown

Sadly it often goes for an employee, Money is great, but the attitude toward staff from the superiors needs to be of paramount importance in the work model. Simply giving someone money doesn't make them satisfied if the general attitude toward them is sub-par. I try in all of my supervisory positions, to make everyone feel valued and respected. Let them have a space to be themselves, whilst ensuring their focus on the task at hand. A heavy hand is often the bad way to go in this modern climate of self-respect before money. A firm reminder here and there is always good though. But always with an "I respect you" thrown in the mix somehow. Some people aren't built for this industry, even if they are skilled. So being aware of their shortcomings and working with what they have, is a sacrifice, though a necessary one if you you have no other choice. My motto, don't over pay. But don't assume because you hold the purse strings, that people will go above and beyond. Its only work after all (sadly an often forgotten truth).

Koffee_Kosmo

In my line of business (not hospitality) over the last 10 years I have employed close to 100 staff The longest have been with me for 8 years the shortest 2 hours I always treat staff fairly give newbies a little latitude However what erk's  me the most is that some staff will benefit from me teaching them the job one on one (sometimes it may take a month) and they leave for 50 cents more per hour that someone has offered them Then 2 weeks later regret going and want to come back KK

askthecoffeeguy

I think its worth remembering when it comes to the hospitality industry that only one in four individuals on average has the 'correct' psychological profile for customer service - so if you start out on the basis that only 25 per cent of the workforce is cut out for hospitality it helps you to focus on what attributes are important and to look for and nurture those qualities in those that desire to be of service to others There's a lot of crap bosses out there but there's a lot of crap employees as well and somewhere inbetween are a lot of very capable folks who are keen to make a difference.  Set up a work environment that hires effectively, trains well, and recognises the individual contribution of each of its team members - and you are going to see a noticeable difference I like the analogy of two cafes one next door to each other (I used to use this with my staff all the time when I managed a venue in Hardware Lane) - both offer exactly the same food and same coffee in a very similar setting - what's going to setthem apart? Customer service is the key to longevity in this industry and its still in my opinion lacking in spades in a lot of venues which means that smart operators have a potential edge over their competitors Anticipate the needs of the customer by establishing an open dialogue with you staff and your clientele and then enact positive outcomes and you are well on your way... P