In this episode, Keith and Christine discuss the ongoing staffing issue in the restaurant industry, minimum wage in the US, and how they deal with unhappy customers. This time around, they turn the tables and tell us what they really think of Yelp.

[00:00:47] People Planning: State of Staffing in the Hospitality Industry
[00:06:34] The Trickle-Down Effect of Poaching Talent
[00:13:42] The Resiliency of the Restaurant and Hospitality Industry
[00:14:47] You Get What You Pay For
[00:18:32] Get Yelp: How They Affect Industries
[00:22:36] No Guest Leaves Unhappy: What Customers Should Do with Bad Reviews
[00:25:45] “The Bitchy Waiter” as The Voice of Servers
[00:26:48] How Restaurants Learn From Bad Reviews
[00:29:15] Putting on a Show Every Single Night
[00:34:08] Keith and Christine Thank the Dine-In Customers
[00:35:31] The Delta Variant and The New Normal
[00:39:30] Final Notes on the Upcoming Episodes

Where are all the employees?

People have left the industry for several reasons: some are still staying at home while others have gotten other jobs in other fields. However, the biggest reason for people leaving the industry is how the hospitality industry treats their teams: long hours, late nights, no breaks, and low wages most especially, have contributed to the record-breaking attrition rates.

The Trickle-Down Effect of Poaching Talent and Importance of Training and Development

Christine recounts one of her experiences in her previous company wherein talent was being poached. Employees were being promoted with no training just to fill holes in management. Eventually, these employees struggled and left to seek better training and development opportunities in other companies. This eventually led to demoralized employees and the company having to hire a recruiting agency to fix their roster of employees. Given her experience, Christine highly recommends for recruiters to work with what they have and find the right people to fill vacancies to help the company move forward.

Minimum Wage in the US and Getting What You Pay For

The minimum wage has gone up over the years, but Christine firmly believes that the current rate of $15/hour in the US is still not a livable wage. The restaurant industry continues to face staffing issues due to the fact that people are earning more staying at home than they would if they went back to work. To get “cream of the crop” employees, affluent business owners must pay hourly and daily workers, who take a beating from the public, their worth.

Call for Yelp: What They Really Think of the App and What You Should Do Instead

As business owners, Christine and Keith despise Yelp and believe it has done more harm than good to business owners, big and small. Instead of keyboard-smashing at home after a horrible night out, giving honest feedback while you’re still at the restaurant is a much better way for establishments to take in your feedback and give you a much better dine-in experience.

Where to Find Them:

Facebook - DeVita & Hancock Hospitality Group Inc.
Instagram - @devita_hancock_hospitality
Official Website - DeVita and Hancock Hospitality Group
Christine DeVita on LinkedIn
Keith Hancock on LinkedIn
connect@dhhospitalitygroup.com

S1 E19: Emerging and Evolving with Jess Chuang

Behind the Counter with DeVita & HancockBy DeVita & Hancock HospitalityNov 16, 2021