No need to train our staff, he said.
- Imad Abou Khalil
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A friend of mine owns a restaurant that's netting around $1M a year. So, after paying his employees, cost of food and beverage, all over-heads, the rent, taxes, electricity bills, etc.. he still puts 1 million dollars in his pocket. Well, not literally in his pocket; you know what I mean!
In the same lebanese economy that so many people are complaining about, under the same government, within the same crisis, the same traffic, the same mentality...
His food and service are a bit above average, nothing extraordinary, nothing fancy..
I asked him if he ever invested in his staff and waiters. He said, he trained them in-house but never got specialized trainers to help elevate their hospitality game in customer service and satisfaction. "They do need training, they need command, this is how they function properly", he stated.
"ALL the waiters are underprivileged or uneducated and others came from syria after the war there, and they wouldn't comprehend your advanced training" he continued.
I explained to him that this is exactly why they NEED the training, and we can start with a beginner level. The guys are really good and they can become excellent.
In leadership terms, we call his style Commanding, and it works well in certain situations but not over the long term. And although he's making $1M now, he won't be in 5 years when other restaurants step up their game and attract customers and build loyalty through outstanding customer service and hospitality (asides the delicious food and specials).
These waiters, over the long term, won't grow or advance within such leadership mentality because their growth and advancement are limited by the level of the leadership the owner.
Do you train your employees and invest in their growth?
Human Resources Manager: Strategic HR/Employee Engagement/Talent Acquisition/Training and Development/ Payroll/HRIS/ Administration/ ISO/ ESG
7 年Even internal training needs continuous development. Trainers and key persons should attend external training, seminars, workshops in order to have better exposure to new market trends. Thereafter, they will pass the message to their subordinates, train them, coach them & lead them.
Co-active Coach | NLP practitioner | Award-winning Speaker | Author | Strategic Relationships Manager
7 年'Law of the lid' The first law of john maxwell 21 irrefutable laws of leadership . Directly reflects on what you've mentioned . Hopefully he went for the training.
Travel Manager
7 年Ongoing Training is essential for all three parties: - Growth and Knowledge of the employees, it makes no difference what nationality they are, or where they come from. Some people might be better qualified, however they might lose their advantage and passion with time, if they were not taken care of. We as humans always need orientation, no matter how people solve problems, in such businesses, risks and problems are always changing and might not always occur the same way. - Customer satisfaction and the good experience is the ultimate goal of any investment in the hospitality sector (besides money of course). This here is directly affected with the morale of the staff, if they feel productive, effective, skilled, positive.. Or on the other hand down, incompetent, demotivated.. It all reflects on the customer since at the end we are selling a service in this case which is expected, known and paid for. - Good training is an investment. Good training generates good employees, good employees generates satisfied clients, satisfied clients will be repeated clients, repeated clients bring more money to the business, more money to the business makes a good return on investment. So it all comes back from where it started, and even the owner will be satisfied. A good leadership is not only about knowing what to do when the situation happens, it is about consistently taking your team to the next level. Invest in them and prove that you value them, so they can in return value your business.
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7 年Nayrouz Yassine
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7 年Hassan Berry Zeina EL Samrout Yara Krayem Miriam Moughabat ghina ramadan Rania Absi I MBA Joyce Freiji Melissa Eid Jad Helou