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Q.  I live in a very high traffic tourist area and run a steak house for a major hotel in town.  Memorial weekend is one of our 3 big summer weekends and the Friday night of it is always hit or miss (as with most Friday nights in this area).  What I want feedback on is that I normally staff 6 servers, but this being a holiday weekend with the weather forecast on our side I staffed 8 and opened our private dinning room to the public in hopes of a busy night.  Instead, we only did about half of the business I was expecting to do.  All but 2 of my servers understood that it was out of my control, and had it been busy, my bosses would have thought of me a "hero".

The 2 servers that were upset (censored version of how they actually felt) were also 2 of my long time staff, and 1 of them being one of my best servers!  I left tonight with a strong feeling of guilt/anger for being belittled (every time I came around the corner near them it got quiet and I know they were talking about me). I explained to one of them that it is a roll of the dice that I have to take and that I cant literally walk them to the door and make them come in and eat, and I also confronted him about talking about me.  He was quiet for a short while and then just left.

What I would like some feedback on is 1) how could I have avoided this situation at all or reduced from what it was? 2) how would anyone else have felt (in their situation), or how they would have handled it (in my situation)?

Melvin

A.  You describe a common problem with scheduling in the restaurant business.  There is always a balancing act between labor cost control, guest satisfaction and keeping the waiters pockets full. I believe you scheduled properly, given the information that you say you had at the time.

Unfortunately, we can never really predict what is going to happen. I suggest you have a log book to take notes about such holidays and/or have a calendar to with upcoming special events in your area.

As for the server's attitudes, don't take it personally. Any kind of management position is going to be blamed for all ills, not only server schedules. I just say, "you're right, I messed up" and try to make it up to them with a good section or a good schedule in the future. If they are good servers, they will make good money in the long run and understand that being scheduled is an OPPORTUNITY and not a guarantee to make good tips.

Where I work, I often hear the same servers complaining about tips, no matter how busy and no matter what section they are in. The very good servers always seem to walk with lots of cash, no matter how slow or how "crappy" their section.

Above all, don't take any whining personally.

Todd (filling in for Dave). 

(Sent a few days later):
Todd,
Thank you for your response. That's how I ended up taking care of the situation. In fact, on Saturday night, I had overstaffed again, and this time it paid off, our restaurant broke its single day record in revenue and covers, and since I was overstaffed, I didn't have even one complaint due to great service!

From the Restaurant Manager's Pocket Handbook Series...
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