Do’s and don’ts following a harassment claim
Renowned chefs and restaurants have made headlines in recent months for allegations of sexual harassment. Even if you have a clear policy in place for managing workplace conduct, it’s important to know how to respond in the immediate aftermath if and when an employee comes to you with a complaint. Juliette Gust, who created Ethics Suite, a platform for the hospitality industry to report workplace misconduct, theft and fraud, has some recommendations for operators. First, it’s important to investigate the allegation promptly, giving both the accuser and accused ample opportunity to provide their perspective, and document each step you take. Use an objective, methodical, confidential and consistent approach to help you prevent a complaint from ballooning into news headlines. After the complaint is made, thank the accuser for bringing it to your attention and ask that they make themselves available for follow-up questions as needed. Don’t make assumptions about the accuser or the accused, or confront the accused without a plan in place for how best to research the matter (and who should conduct the investigation). Before putting the accused on notice, make sure you (or a separate investigator) have had time to collect any key evidence that could be destroyed or manipulated during the course of an investigation. Then take decisive disciplinary action and follow up at regular intervals to ensure the steps you have taken can help prevent future incidents.
Digital seating for better guest management
If you’d like to incorporate on-demand technology but don’t know where to start, consider investing in a digital table and reservation manager as a first step. The software, named one of Fast Casual’s seven technologies transforming the restaurant industry, can help address long wait times by notifying guests via text when their table is ready and also allowing them to inform you of their approximate time of arrival. It can also ensure you’re scheduling staff efficiently and making best use of the tables you have available by suggesting ideal seating arrangements based on a party’s size and arrival time. Seating maps and specific server sections give hosts visual cues to help manage guest flow. As with any technology that improves the customer experience, a digital table and reservation manager can help you offer more personalized guest treatment. The system can provide servers with guest food preferences and important dates, as well as allow them to update customers about the status of their food at any point in the cooking process. The added efficiency can help speed up your turnaround times too. Nowait, one popular digital table management platform, reports that using a seating management app can help reduce table sit time by 50 percent. What’s more, by being efficient with your staff and table management, you can master the Two Minute Drill—what restaurant consultant Joel Cohen considers the optimal amount of time you should use to recognize a guest’s desire to leave and process their payment. Allowing a guest to leave soon after they show signs of wanting to depart can both enhance their experience and help you get new guests seated without delay.
An opportunity for bedtime beverages
If you’re looking to build out your beverage menu, there’s a window of opportunity with drinks designed to help consumers wind down at the end of the day. Mintel reports that while sales of fruit juice are falling due to concerns over sugar, the drinks that are performing better are intended to suit a specific purpose, such as kombucha as an aid to healthy digestion, for example. Very few brands market themselves for evening consumption, however. Mintel research indicates that 31percent of consumers are interested in juice with added probiotics. Consider offering less sweet juices with ingredients like ginger, probiotics and fennel to appeal to consumers who want a non-alcoholic drink to relax after dinner.
Step up the range and quality of gluten-free offerings
Chances are, you offer some breads and other bakery items that can accommodate the dietary needs of celiac sufferers. But new research from DuPont Nutrition & Health found that even among those who don’t have celiac disease, there is clear demand for gluten-free bakery products containing high-quality ingredients designed to support a healthy lifestyle. This includes foods high in fiber that contain no preservatives and are low in saturated fat, carbohydrates and calories. Research from The Hartman Group found that 35 percent of consumers in the U.S. who consume gluten-free products have no specific reason for doing so. Sales of gluten-free products in the U.S. were approximately $973 million in 2014 and are projected to exceed $2 billion by 2019, according to Packaged Facts.
Reduce your seafood risk
If you’re serving seafood to a clientele increasingly concerned about transparency—or simply want to avoid making the wrong kind of headlines when it comes to your food safety practices—take note of a new tool that helps ensure you’re providing a humanely harvested product. NPR reports that the Monterey Bay Aquarium’s Seafood Watch program, which developed a red, yellow and green sustainable seafood-rating system, recently launched the Seafood Slavery Risk Tool. It’s a database intended to help seafood buyers determine the risk of forced labor, human trafficking and hazardous child labor in the seafood they purchase. Designed in partnership with Liberty Asia and the Sustainable Fisheries Partnership, the tool assigns critical, high, moderate, or low-risk ratings for fisheries based on a set of criteria. It can help you pinpoint which fisheries (and fish) around the world present the highest and lowest risks.
Don’t let turnover impact food safety
High turnover is a fact of life in the restaurant industry, but the food safety vulnerability that often results doesn’t have to be that way. Food Safety Magazine reports that leaders across the food supply chain say they suffer from poor food safety performance or inconsistency after employees leave for new roles. To help, they suggest people across the food supply chain make an effort to simplify their food safety procedures, make sure food safety is built into every role in your organization and confirm that your team knows the tasks for which they are responsible (top-down and bottom-up training helps reinforce those lessons). Try demonstrating your expectations for a food safety task in three seconds or less, or in a video no longer than 30 seconds. Quick snippets of content are easier to remember and share—and they can help you onboard new people more easily.
Protect the safety of your kitchen
Where does your team take breaks between shifts? Your kitchen should not be an employee break room. Having clear guidelines about what is (and is not) allowed in the kitchen can help keep that space free from contamination. StateFoodSafety.com recommends you designate a separate break area and set guidelines designed to confine to that area any food and drink consumption by employees. When employees are ready to return to work, make sure that after they wash their hands, they dry them using a jet dryer or paper towels—not their clothes or a kitchen towel.
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