Hiring and labor issues continue to plague the restaurant industry, especially in the back-of-house. Applicants are not only requesting top dollar, but many are exaggerating their experience and not able to deliver on the job.
We caught up with Matt Piccinin, co-founder and utility infielder of Shuckin’ Shack, an oyster-bar concept with 19 locations across six states, to discuss how the full-service restaurant is combating these struggles through training, enhanced benefits, and thorough interviews.
Bar & Restaurant News: What types of hiring challenges has Shuckin' Shack faced recently?
Matt Piccinin: Shuckin’ Shack has faced similar hiring challenges to those experienced by many other concepts, such as:
- Labor Shortages: Difficulty in finding qualified candidates for open positions.
- Competition: Increased competition from other businesses offering attractive benefits and incentives.
- Employee Retention: Challenges in retaining staff due to various factors, including work-life balance and job satisfaction.
Why are you having challenges with back-of-house (BOH) staffing specifically?
Our restaurants are located in tourist towns, making it particularly challenging to find quality BOH staff. Many candidates seek seasonal work and often leave as soon as a better opportunity arises. To cope with the high turnover, we sometimes retain staff longer than ideal just to get through the busy season. After the summer, we reduce our team to the essential, key employees we need to maintain operations.
What are the most common issues you encounter with BOH staffing?
The most common issues we encounter with BOH staffing are personality clashes and adapting to policy changes. These challenges can disrupt workflow and impact team cohesion, requiring ongoing management and effective communication to address.
What benefits or incentives have been most effective in attracting and retaining staff?
Paid Time Off (PTO): Providing ample PTO helps employees maintain a healthy work-life balance, reducing burnout and increasing job satisfaction.
Parking Passes: Given our downtown locations, offering parking passes is a significant convenience, alleviating the hassle and cost of finding parking, thus enhancing employee convenience and reducing daily stress.
Health Insurance for Full-Time Employees: Comprehensive health insurance coverage for full-time employees ensures their well-being, providing peace of mind and making our organization more attractive to current and potential staff.
What strategies has Shuckin’ Shack implemented to attract new BOH employees?
To attract new BOH employees, Shuckin’ Shack has implemented several strategies:
Increased Base Pay: We've raised base pay to remain competitive in the job market.
Enhanced Benefits Program: We now offer a comprehensive benefits package for hourly employees, including health insurance, parking permits, and paid time off (PTO). These benefits make our positions more appealing and support employee well-being.
What are some methods you've used to retain BOH employees?
To retain BOH employees, we have implemented:
Competitive Pay: Ensuring our pay rates are competitive within the industry to attract and keep talented staff.
Bonuses: Offering performance-based bonuses to reward hard work and dedication, encouraging employees to stay with us longer.
How have candidate expectations changed since the pandemic?
Since the pandemic, candidate expectations have evolved significantly. Candidates now place a higher emphasis on several key factors:
Work-Life Balance: There is a greater demand for flexible working hours and remote work options, even in industries where it is feasible.
Health and Safety: Enhanced health and safety measures in the workplace have become a priority for many candidates, seeking assurance that their well-being is protected.
Comprehensive Benefits: Candidates are increasingly looking for comprehensive benefits packages that include health insurance, paid time off, and mental health support.
Job Security: The uncertainty brought by the pandemic has led to a heightened focus on job stability and long-term career prospects.
Company Culture: A positive and supportive company culture that aligns with personal values has become more important, with candidates seeking employers who prioritize employee welfare and social responsibility.
How are you handling candidates’ pay expectations?
Managing candidates' pay expectations is challenging, as offering too low a rate can result in losing them to competitors for a small pay increase. To address this, we implement 30, 60, and 90-day reviews from their start date. If they meet performance expectations, we can then discuss potential rate adjustments to ensure they are compensated fairly and feel valued in their role.
How do you ensure that the candidates you hire have the necessary skills and experience?
At our establishment, which is not chef-based, we prioritize different aspects over extensive culinary skills and experience. Our focus lies more in effective prep work and ensuring the smooth setup of our kitchen lines for each shift. We believe strongly in our ability to teach our systems to motivated individuals who are eager to learn, placing a premium on attitude, reliability, and willingness to grow within our team.
How do you address the issue of applicants exaggerating their experience?
Exaggeration of experience is a common occurrence and something we anticipate. We address this by conducting thorough interviews and reference checks to verify applicants' skills and qualifications accurately. This process helps ensure that we make informed hiring decisions based on genuine capabilities and potential fit within our team.
What kind of training programs does Shuckin’ Shack offer to ensure staff are well-prepared for their roles?
Shuckin’ Shack utilizes our comprehensive New Store Opening (NSO) training materials to prepare staff thoroughly for their roles. This includes access to training videos, online assessments, and other interactive resources. Additionally, we provide build cards and iPads in each kitchen to facilitate hands-on learning and ensure consistent quality in our operations.
What advice would you give to other restaurant owners and operators facing similar staffing challenges?
Good luck! In all honesty, it's crucial to identify what works best for your specific restaurant. Develop a tailored training plan that addresses your unique needs and challenges. By focusing on what makes your restaurant special and building a strong training foundation, you can better navigate staffing difficulties and set your team up for success.
What do you see as the future of staffing in the restaurant industry?
I believe it will become increasingly challenging to find quality BOH staff. Unfortunately, to address these staffing issues, we may see a rise in automation and robotics within the industry. These technologies will likely be used to fill gaps and maintain efficiency in restaurant operations.
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