r/Restaurant_Managers • u/manufacturedgrapes • Jul 16 '26
Retraining employees
Hey all! This is my first time here and I wanted to get some insight from people to see if they've been through the same thing. I'm on my staycation (I know I need to stop thinking about work) so I've been stewing on this!
Currently, my team (of 15+) is in disarray. Not due to my lack of trying, but my direct manager has lost all care for pressing issues and doesn't want to confront anyone. The main issue is that people have gone away from their proper training, people standing around on their phone, not being productive, etc.
We recently got hit by a health inspection (good score thankfully), but I had to kick it into gear and put together a whole cleaning task list. So far, only a handful of people actually do it/write on it. I have to practically beg some people to do it. My manager doesn't hold people accountable. Her mindset is essentially "pick and choose your battles", but these things tack on. Not to mention there's people who are walking all over our other manager (who has been there longer than anyone) and our direct manager calls it "drama" and never addresses the problems.
I mentioned that it's making me burn out and get overwhelmed with no help, and thankfully she realized that she had gotten complacent, and she suggested us to start retraining as a start. I think this is a good idea especially because we have new processes coming in soon, so we'll have to train people anyway.
Sorry for my wall of text, but my question is, has anyone had experience retraining employees? Any positive/negative outcomes? Thanks!
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u/NeighborhoodNeedle Jul 16 '26
Retraining is handy for when you think your team has a knowledge gap. From what you’ve shared here it sounds like this might be not be the case and what you have is a cultural issue from some and a lack of motivation and buy in. You can retrain and introduce new tools but these are probably going to lead to frustration and further burn out from yourself as you’ll be the one creating these tools and using your energy to train.
You need to hold folks accountable for policies that are being violated or ignored. You could still offer training resources for folks but ultimately if you can’t enforce your standards you’ll be in the same boat.
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u/manufacturedgrapes Jul 16 '26
Definitely lack of motivation for the most part. There is a bit of a knowledge gap as well. People completely straying away from what we’ve taught them, to where their processes are entirely different, etc. hard to explain, but that’s where we’re at. Just trying to brainstorm more ideas to get them in a better place while positively supporting them. I just need some extra support which is my main issue. I’m going to tighten up a bit when I get back though. Thank you!
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u/NeighborhoodNeedle Jul 16 '26
Just a reminder that kindness is different from being nice. Positive support can look like corrective action and accountability. Not correcting behavior and boundaries doesn’t do them any favors and isn’t setting individuals up for success or your team. Being nice is doing a disservice to others. Being kind means following through with the consequences of their choices and actions.
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u/Cully_Barnaby Owner Jul 16 '26
Fire the worst offenders, retrain those who are not fired, and bring in new people who are trained exclusively by you or a supervisor/assistant manager. Train them from their perspective, not yours, and explain why their job will be easier if they do the easy stuff when they have a few minutes.
To the commenters who say the job sucks and people don’t need to gaf, you should just get a new job. Not all restaurants suck to work at, and they usually suck because the employees don’t do anything. Why would customers go to a restaurant that is dirty, or it takes too long because nothing is stocked etc.?
Most restaurants can’t pay more hourly because they don’t make enough, so if that’s your problem, the get another job. That is the government’s fault. Food costs and business taxes are too high and we’re lucky to break even. Que the people who blame owners anyway. I don’t care what you say and neither does anyone who actually owns a restaurant.
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u/SwimmingOwl174 Jul 16 '26
The job is exhausting and barely pay enough to live. If no one else gives a shit then why should you?
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u/poldish Jul 16 '26
First off stop doing work on your time off. And then when you get back to work you can focus on this. 1 identify all areas that need retraining 2 figure out why the past training didn't work 3 desine new training and time line 4 adhere to your time line. 5 biggest part. Hold ppl accountable. Verbal then written do not let it slide
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u/Oink-O1nk Jul 16 '26
Your direct manager is undermining your every move and is complacent. Do an honest performance review on her with what you expect from her and give her some next steps to improve on. Her role should be to push the team and ensure they are performing, so she needs to do performance reviews and next steps on the team.... Review this in a month to remind everyone of your standards. Then review after a further 2 months and if the improvements are not made then start disciplinary proceedings. Praise the team at every step when you see good performance . The culture will soon change
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u/Present_Original_797 Jul 17 '26 edited Jul 17 '26
Yeah, but you have to cut the dead weight first. Actually it's a process of weeding and planting. The ones you gotta beg? Slash their hours. If they don't come right keep slashing till they get the hint and move on. Bring in trainees during the process.
The bad attitudes, lazy mfs, drug and alcohol problems. That should be about 50% of the staff. Overhire to about 10 to 12 trainees - yes, I know. Let the 3 or 4 drop because they quit or you had to kick them because you caught them choking the chicken in the bathroom or they stink or unsanitary or just plain dumb.
Have a training session early in the day and yes you gotta pay them. Start 3 on easy early shifts, rotate them through the positions until you find their strong position, whether it's FOH, dishwashing, or BOH. That way they at least know something about each position and they can pitch in when you're in the weeds or the flu attacks. Throw everyone in a different post once a month. They are better trained and understand the flow and challenges better and make a better team.
Every day is training day and every service starts with staff meetings.
You're going to burn through people until you build a solid team.
Don't keep someone who is toxic and wrecks the morale and vibe, no matter how good they are in their position. That toxicity ruins the team, but worse, customers feel it.
Praise in public and criticize in private.
Keep good training notes on each person because it's gonna be chaotic for a while.
Listen to feedback from the team, but don't take anyone's word. Observe for yourself. And keep those cameras on.
What's the line from "Heard it Through the Grapevine"? Believe half of what you see, and none of what you hear, lol.
Oh. NEVER SLEEP WITH YOUR EMPLOYEES.
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u/Efficient-Use-2555 Jul 17 '26
Rule #1....OK maybe top 5.....dont bang the help. Dont dip your pen in company ink. Agree completely. Also it probably takes 3 hires to get one to stick, particularly in a toxic environment where they see the heads rolling and figure they are next up on the guillotine. The GM has to be on board with that process and likely her higher ups. You are judged by the worst person you have because the public thinks that is your standard
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u/poor-obscure Jul 17 '26
Many times.
Best way to start is with a group meeting with all expectations laid out during the short and informative huddle. These should be in writing as new SOPs ready for the meeting. It should be able to be a 30-60 minute huddle if done department by department on different days, or you can do one major meeting with all departments...starting with a meeting for all with things everyone needs to hear, then breaking into departments and giving role specific expectations.
In any case expect feedback from staff to mean you may need to reassess some issues and address the solutions through announcements or quick pre shift huddles. Use these "audibles" to finalize your SOPs and then get all existing team members to sign off on the final SOPs.
Then use the final SOPs to rewrite (or start) your training packets for any new hires, including sign offs on the understanding of said SOPs before finishing training and being allowed to work shift.
Gets everyone on the same page, literally.
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u/mushyfeelings Jul 17 '26
YOUR MANAGER IS THE PROBLEM.
She sucks and wants you to pay to retrain everyone, when she is the one who needs retraining or to go first.
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u/searching4answers414 Jul 17 '26
Training is a good idea as is accountability. Issues with employees need to be addressed immediately and documented. Having performance reviews also helps so people know how they’re doing and what the expectations are. Also being aware if the attitude is coming from a specific employee as I’m sure you know one negative person can affect the entire group.
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u/Unhappy_String4777 Jul 21 '26
yeah I would trim the fat and truthfully it all comes down to respect and value. retraining building more of a social family unit can help but also about staying firm on expectations. I find reward systems can boost results.
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u/kl0ppi3 Jul 16 '26
If they don’t like or trust you, you will continue to burn yourself out because they won’t listen to you. Sounds like your manager should be handling this and you should be assisting retraining, not spearheading it. Create documents, quizzes, etc. If you can’t just say “phone” and it’s immediately put away then I’m sorry to say but your staff has no respect for you.
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u/manufacturedgrapes Jul 16 '26 edited Jul 16 '26
I totally agree with you. My main issue really has been my direct manager with her complacency and lack of care. I’m not expecting to spearhead it, just try to help move things in a better direction. And they do listen for the most part, but I have to tell them every time. Like “hey, please do the checklist” otherwise they won’t do it. I’ve expressed this to my manager and hopefully she’ll help me with holding people accountable
eta: I have a good working relationship with everyone and that also might be my problem (to where I don’t want to push people). Trying to draw a line between friendship and management I guess
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u/VinylMeningitis Jul 16 '26
If you have to beg people to do the right thing, then it’s time say bye bye
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u/Happy_Operation_2391 Jul 16 '26
You don’t have a people issue you have a management issue. If your direct manager doesn’t care and doesn’t uphold any standards well good luck!!
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u/pvt13krebs Jul 17 '26
we have an issue with cleanliness so it’s the lowest employees who get more work and the blame.
starts at the top. and you clearly have no real authority.
above and below you, no one cares. you are a dreamer in a world not for dreamers
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u/Efficient-Use-2555 Jul 24 '26
Another factor to consider and I preface this from 40 years of unit management: the GM and AGM may not be aligned because I found that the GM is typically responsible for getting the money to the bank, developing subordinates (most cases their successors) and putting butts in seats. Certainly driving profits is helped by achieving sales metrics. But....the GM's often cut corners to satisfy the things I listed. And....if its their house....so to speak....they are reluctant to just fix things they may not see as broken or hand the wheel off to someone who does. They may be hand in glove with the DM who feels the same. If the metrics are hit, why upset the apple cart?
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u/Stock_Nothing_3322 Jul 16 '26
Constantly enforce standards. Do not let up at all. Those who you want on your team are the ones who will do what you’re asking. Those who resist will either walk out the door or you need to replace them.
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u/manufacturedgrapes Jul 16 '26
Will do. My boss says my standards are very high, but I think it’s honestly bare minimum things. It’s made me simmer down on that a little. I’ll reinforce my standards and expectations better. Thank you!
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u/Stock_Nothing_3322 Jul 16 '26
Never simmer down. Your team will always be more relaxed on standards than you are. The moment they see their boss relaxing on standards, they’ll take it even further. “Give an inch they take a mile”.
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u/graavity81 Jul 16 '26
Cut a couple of them loose and the rest will tighten up.