From the Editor: Motivating your team

Staffing still tops the list of concerns for pizza owners and operators. Even when they tell us they have great, longtime employees and a good team rapport, no one takes this for granted that things will stay status quo.

My next question is always, “What’s your secret?” Many answer that they’ve been lucky. Then, after a moment’s thought, they talk about having been in the community for a long time and getting referrals through word of mouth. Which isn’t luck at all but evidence that they’re doing something right: paying fairly, showing empathy, fostering a safe and pleasant atmosphere, and being flexible enough to help staff maintain a healthy work-life balance. 

Sometimes they describe concrete steps they’ve taken to attract and retain good staff. For example, Albin Jose Tomas, owner of Black Cat Pizzeria in St. John’s, told us he had employees in mind when he decided to implement a four-day work week made up of longer shifts. “The experienced people want those longer hours. It’s nice for the operator and very nice for the employees as well so they are assured at least two days off in a row. All of my staff get a consistent three days off.” Tomas will be featured in an upcoming article on pizzerias across Canada.

These days it’s important to satisfy both customers and your employees.

An article called “Worker shortage? Lack of decent work? What’s really vexing Canadian restaurants,” published by the University of Guelph in Ontario in September 2021, focuses on a hard truth that still is important to address. 

It was written just as we’d turned a corner on the pandemic and starting to look ahead by Bruce McAdams, professor at University of Guelph in the Gordon S. Lang School of Business and Economics and the School of Hospitality, Food and Tourism Management, and student Rebecca Gordon. McAdams has more than 20 years of leadership experience at Darden Restaurants and Oliver & Bonacini Restaurants. He knows his stuff.

In the article, McAdams suggests the problem may be less of a “labour shortage” and more of “a retention issue fuelled by a lack of decent work.”

McAdams understands the challenges of hospitality, including the struggles of the independent operator. He’s encouraging operators to ask themselves, “Am I doing everything I can to create a positive, productive and respectful workplace?”

Working in restaurants can be stimulating and a good fit for the right person. Or any person. The skills learned in such a setting can be applied to almost any other career. You learn how to prioritize and manage your time. You learn how to communicate effectively with customers, coworkers and your employer. You learn food safety. You learn how to hustle and be accountable to the team.

Making a case for working at your pizzeria – showing people why they should work for you – is a good strategy for your recruitment campaign. Many pizzerias have a page on their website from which potential staff can apply for work. This is a great place to display that message and boast about the benefits and great aspects of your business.

Everyone wants a healthy paycheque, job stability and benefits. Beyond that, employees want flexibility in work schedules and in understanding employees’ lives outside of the workplace and their need for a healthy work-life balance.

Employees may be looking for opportunities to build their skills and advance through trying on different roles (as when a server takes over as hostess or a prep person learns recipes).

Technology such as apps that allow for shift-swapping and immediate feedback can be the key to engaging Gen Z staff in a way they prefer.

Finally, a line from Julie Fitz-Gerald’s excellent article – “Is money everything?” – from a past issue delivers advice from smart pizzeria owners and shares the importance of listening to staff. 

“Building a positive environment and culture where employees can thrive is a concept that rings true across the industry. Managers who can motivate their staff, listen and understand their concerns, and bring all employees into the team fold will achieve much higher rates of success where employee retention is concerned.”