One for the Road: How to Retain Employees

In October, we asked industry experts to weigh in on employee retention for One for the Road:

How can bars/restaurants retain employees?

Sophia Greathouse, Bartender, Death & Co., Washington, DC

Flexible scheduling and supportive management are key to keeping staff in bars and restaurants. Early schedules, easy time-off requests, and work-life balance show that staff needs are respected. When managers help with practical changes, like shift adjustments and handling emergencies, it creates a positive work environment. This leads to happier employees, less burnout, and lower turnover. As a bartender, I see how these efforts make a big difference in staff loyalty and long-term commitment.

Evan Hennessey, Chef/Owner, Stages at One Washington and The Living Room, Dover, New Hampshire 

Positive work culture. Now more than ever, employees want to feel like they are part of something and valued. The culture of restaurants has changed drastically due to the pandemic and is going to continue to change. There has been so much toxicity over the decades, so employees are searching for employers that are providing safe and positive environments where they can maintain a healthy work-life balance.

Michael Montez, Bartender, Knotts Berry Farm, Long Beach, California

To retain employees, bars and restaurants should focus on offering better pay, consistent hours, and health benefits, which provide financial stability and security. Also, investing in high-quality training helps staff feel confident and valued, leading to greater job satisfaction. These factors, combined with a supportive work environment, promote loyalty and reduce turnover by showing employees that their well-being and professional development matter.

Garry Boyd, Owner, The Unicorn Tavern, Grand Haven, Michigan

The most important thing a bar or restaurant can do to retain employees is
to work to create a culture that is caring and inclusive. In an industry that is
unpredictable, and where your staff can choose to work anywhere, you
have to create a space where they can't imagine being anywhere else.
You cannot control their income on a daily basis, but you can control their
environment. What is it that people need besides money? People need to feel appreciated and have their employers celebrate who they are, not what they do.

Josh Gandee, Partner at Focus on Health

Bars and restaurants should foster a positive and inclusive work environment where staff feel respected and valued - offering competitive pay, benefits, and flexible scheduling can go a long way toward showing employees that their well-being matters. Regular training, mentorship, and growth opportunities help build loyalty and provide a sense of long-term career potential. Recognizing and rewarding employees for their hard work through incentives or promotions can boost morale and retention while remembering that "feedback" isn’t only criticism. Open communication, transparency, and listening to staff feedback create trust and a sense of belonging. Addressing work/life balance and preventing burnout will help ensure a motivated and committed team by offering counseling, stress management workshops, or access to wellness programs like yoga or run clubs. A strong support system shows employees that they are cared for.

Greg Provance, Owner, GP Hospitality Partners LLC

Foster a Culture of Appreciation and Recognition: Employees who feel valued are more likely to stay. Implementing a regular system of recognition, whether it’s "Employee of the Month" or spontaneous shout-outs for excellent service, creates a positive work environment. Simple gestures like thank-you notes or celebrating birthdays can go a long way. Building this culture of appreciation motivates staff to stay invested.

1. Offer Continuous Training and Development: Beyond initial training, provide ongoing opportunities for staff to develop new skills. Regular cross-training allows employees to diversify their roles, keeping the job interesting and preventing burnout. Additionally, offering external learning opportunities, such as culinary workshops or leadership seminars, can show employees you’re invested in their growth.
2. Mentorship Programs: Create a mentorship or buddy system where experienced team members support newer employees. This fosters stronger team bonds and gives new hires a sense of belonging early on. Mentorship programs also provide career guidance and a clear growth path, making employees feel they have a future within the company.
3. Competitive Pay with Incentive Structures: Offering competitive wages is crucial, but incentive structures can sweeten the deal. Beyond regular pay, implementing bonuses based on performance or customer feedback encourages employees to exceed expectations. These incentives can be tied to individual goals or team-based rewards that foster collaboration.
4. Create a Fun and Engaging Workplace: Bars and restaurants are naturally social environments, so why not create a fun workplace? Host staff outings, themed workdays, or small internal competitions (like who can sell the most specials). When the job feels like a place to connect with coworkers and enjoy oneself, employees are more likely to stick around.
5. Flexible Scheduling with Employee Input While maintaining coverage is crucial, allowing employees to have input into their schedules can enhance work-life balance. Implement scheduling software that allows team members to request shifts or swap with colleagues easily. Offering flexibility, especially in an industry known for tough hours, shows that management values employees' personal lives.
6. Focus on Mental and Physical Well-Being: Given the physical demands of restaurant work, offering wellness perks like gym memberships, discounted massages, or mental health resources can be incredibly appealing. Encourage employees to take care of themselves by creating an open dialogue about mental health and offering programs or partnerships with wellness providers.

By addressing both the personal and professional needs of employees, bars and restaurants can create an environment that not only attracts great talent but keeps it for the long haul.

Zach Fenton, Chief Financial Officer, Fenton Family Restaurants

It's not easy! Competitive pay and benefits help, but I think the real keys are strong company culture and diligent hiring practices. If you develop the right culture, staff will be extremely loyal and view their coworkers as extended family. We’re lucky enough to have some very long-time employees as a result of this. Diligent hiring practices are an important way to sift out the employees just looking for the “next” job rather than the “right” one. This can be tough to do when you’re desperate for staff, but it’s important to remember that short-sighted hiring leads to short-sighted employees.

John C. Metz, Executive Chef, CEO, and Co-founder of Sterling Hospitality, Atlanta, Georgia

Sterling Hospitality, the parent company behind Marlow’s Tavern, the Woodall and Sterling Culinary Management, hosted the company’s annual Tenure Party on Wednesday, May 1.The Tenure Party is one of the many ways the restaurant group shows its appreciation for employees’ contributions and loyalty to the organization. Tenure recognition begins at five years of employment at Sterling Hospitality, and both hourly and salaried employees are rewarded with gifts ranging from the choice of items in an employee awards catalog to a Rolex watch to an all-expense-paid trip as they reach 20 years with the company.

We started giving the Rolex as a gift for those 15-year team members because I wanted it to be something meaningful to thank them for their commitment of time. The continued success of Sterling is dependent on our loyal team members, and all of our employees are equal when it comes to tenure, regardless of their position.

Although most companies choose 20- or 25-year anniversaries for a large reward like this, I intentionally picked a different goal year to acknowledge due to the industry’s notoriously high turnover rate. Fifteen years is a significant tenure in the hospitality field. When people get to that level, it makes a difference in the business and it is an opportunity to solidify that relationship long into the future.

Providing a nurturing work environment where employees feel valued in such a volatile industry isn’t easy, but Sterling has managed to do so with rigorous hiring, screening and development standards, extensive employee training, and an exemplary leadership team in addition to its recognition and rewards program. Some of the strategies include:

• Career development and reward opportunities through Marlow’s University. Employees can further their knowledge in any area that interests them, from a catering master class to educational sessions on spirits, via the company’s online training site. Employees receive points for every class they take and can redeem these points for gift cards.
• Internal promotions: Sterling Hospitality provides avenues for career growth and motivates employees to stay for the long term by promoting from within. More than 61% of the 64 Marlow’s Tavern salaried managers have been internal promotions.

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