Author: Byron Darden

The Role of a Manager

One’s role as a manager of a restaurant or other foodservice establishment is critical to its success.  They are in charge of making sure the establishment runs smoothly and efficiently.  This could involve:

  • Administration – coordinating front and back-of-house operations, taking reservations, and handling any problems that arise
  • Customer service – handling customer inquiries and complaints and ensuring the customers have a pleasant dining experience
  • Human resources – hiring, training, and managing sufficient staff; optimizing workflow and productivity
  • Supply chain and procurement – planning menus and ensuring the right food is ordered, the quality of the food, and its storage. It is making sure that inventory is in good order and abundant 
  • Health & safety – could range from the safety of the food to procedures in the kitchen and ensuring there are no accidents
  • Compliance – making sure all rules and regulations are followed and ensuring compliance with internal policies and procedures
  • Accounting and marketing – checking bottom-line profits and promoting the restaurant
  • Leadership – strong capacity for leading others while forging a path toward leadership readiness and visionary capability.

This can be challenging to juggle the many hats required for a successful operation. This is especially true for the manager who wants to be seen as having the ability to go beyond managing to becoming leadership material worthy of greater opportunities. Implementing systems such as checklists, item trackers, or waste trackers can help. Yet, leadership requires more.

The Culture of Food Service

Culture affects every aspect of our lives, and the foodservice industry is no exception.  There is a complex dynamic between operations with the goal of customer service balanced with bottom-line profits.  Culture speaks to managers that manage operations, employees, and a customer’s experience.

When we walk into a food establishment and either sit down to eat or order at the counter, we have expectations.  There is a pleasant atmosphere, timely delivery of appropriately hot or cold food, friendly staff that fulfills our needs, and space to enjoy our meal.  We rarely think about what goes on behind the scenes to get the food on our plates.  When we are content, the manager and staff have done their job.

To reach this goal, the manager must bring all roles together into a cohesive unit that attracts and keep customers.  Whether an employee is there to make ends meet or build a career, their role in projecting company culture is equally important.  Everyone from the maître d’ to the person bussing tables plays a role, and when even one person in the chain misses the mark, the whole process can be thrown into chaos. 

Founder’s Corner: Culture of Food Service

I’ve learned a thing or two about hospitality and the food & beverage industries over time. I spent nearly twelve years covering the spectrum from working as a bag boy sacking groceries with a large corporate grocer to making pizza in a corporate restaurant chain. Then stepping into the gourmet catering industry which set me up for high end steak house restaurant chains that followed. Eventually I made my way into hospitality serving in the banquet departments of medium to upscale hotel chains.

Those experiences led me to more upscale restaurant concerns until I landed in five star dining rooms. I often quip that I’ve done just about everything from pizza to five star dining. Along the way I’ve been introduced to many approaches to leadership, largely due to my personal belief that we are all leaders in one capacity or another. As long as we are influencing others to follow our lead, in those moments we are essentially leading others who chose to follow. It’s a dance between those who aspire to lead and those who chose to allow us to do so by following.

How one manages the terrain of leading people effectively boils down to one overarching concept, credibility. Without which we have little to support us and less to back us up in the eyes of our followers. In the book, Credibility, by James M. Kouzes and Barry Z. Posner the authors dive into leadership from the perspective that most people are driven by many of the same things. Essentially, people are energized by values and visions that give life meaning and purpose. Kouzes and Posner further note that we all vote for something even in the event it may not appear as clear cut as pulling a leaver, checking off a box with a candidate’s name or to support or not, an initiative or ideal whose time may have come.

You might think of your vote as something you stand for and are committed to, that serves as your NorthStar. In that light, the 14 leadership traits and 11 leadership principles of the Marine Corps provide us with guidelines. A set of ideals worth considering as we look at their impact in shaping our thoughts about effective leadership in any culture or industry.

The fourteen leadership traits can be remembered with the acronym, JJDIDTIEBUCKLE.

  1. Justice
  2. Judgement
  3. Dependability
  4. Initiative
  5. Decisiveness
  6. Tact
  7. Integrity
  8. Enthusiasm
  9. Bearing or the carriage and movement a person possesses that leaves a favorable impression on others.
  10. Unselfishness
  11. Courage
  12. Knowledge
  13. Loyalty
  14. Endurance

The eleven Leadership Principles are:

  1. Know yourself and seek self-improvement
  2. Be technically and tactically proficient
  3. Know your people and look out for their welfare
  4. Keep your personnel informed
  5. Set the example
  6. Ensure that the task is understood, supervised and accomplished
  7. Train your people as a team
  8. Make sound and timely decisions
  9. Develop a sense of responsibility among your subordinates
  10. Employ your command within its capabilities
  11. Seek responsibilities and take responsibility

As we transition to a new year, I will take a deeper dive into how each of these principles and traits play out and how you can tap into their genius to create your Leadership Advancement Plan (LAP). Click the button below and schedule a strategy session with me to determine how best to approach the next phase of your leadership journey and let’s map out your individual needs to round out a path that serves you and your people.

Founder’s Corner: Organizational Culture

Founder’s Corner: Organizational Culture

Assimilation is a process many of you may know well from having joined companies in which you, the employee, is expected to live up to the culture already created and deemed acceptable. What is being heard as the emerging voices of Diversity, Equity and Inclusion takes shape, is that the old paradigm no longer works. The new paradigm taking shape is one where the company culture is learning to meet employees where they are in order to supply their needs so that companies keep staff and minimize turnover.

No longer can a company expect you to dumb down, hide or become so over flexible that you no longer resemble yourself. It is the path of inclusion and the necessary outcome is to accept, celebrate and go all out to create a sense of belonging for employees who, under the old paradigm was required to suck it up and fall in line.

Well, that line is being redrawn and looks very little like the line created for an assimilation mindset. And one of the great contributors I see is the development, expansion and deepening of Organizational Change Management (OCM). It is a science that is flooding the business to business marketplace as countless companies are undergoing an overhaul.

It is the OCM overhaul where companies are learning to listen more to their employees about what is needed and thus reimagine company culture. A culture in which we are starting to see less sameness and more difference. This is becoming increasingly crucial in order to get the great minds within a company to stay on their payroll and be a significant contribution rather than go where the grass seems greener.

As we launch this series on Company Culture we will be exploring how this new paradigm is taking shape. Should you want to get a jump on helping to shape the new paradigm of culture, I invite you to book a strategy session with me and begin exploring what you want to know about how to contribute to a culture that supports you and your professional goals. Click the button below and book a strategy session now. That is what leaders do, take action!

https://www.youtube.com/watch?v=gficoigz1xs
To Think About

To Think About

“Authentic leaders inspire us to engage with each other in powerful dreams that make the impossible possible. We are called on to persevere despite failure and pursue a purpose beyond the paycheck. This is at the core of innovation. It requires aligning the dreams of each individual to the broader dream of the organization.”
― 
Henna Inam, Wired for Authenticity: Seven Practices to Inspire, Adapt, & Lead

A culture that is out of alignment with values can be detrimental to a company’s success.  Management will want to be transparent about the image they want to portray to their employees or customers.  The good news is that there are concrete steps to change that culture.  They will take perseverance and are entirely within your control with the right approach.

I would be happy to sit down with you and explore your current culture and how you can get to your goals.  Book a Strategy Session today.

Importance of Culture

Importance of Culture

As we kick off our series on company culture, it is helpful to note common and not-so-common characteristics seen in various industries. We will explore different sectors over the next several months to better understand how to navigate their structure to advance and greatly influence how your organization evolves the post urgency of the COVID environment. It also helps to further define and align with what Founder and Executive Chairman of the World Economic Forum, Professor Klaus Schwab coined as the  Fourth Industrial Revolution, published in January 2016.

We’ll look at why 46% of job seekers in 2021 feel that company culture is essential when choosing your employment. We will uncover why married candidates value culture more than their single counterparts? What causes 94% of entrepreneurs and 88% of job seekers to say that healthy workplace culture is vital for success? How is having highly engaged employees leading to a whopping 202% increase in performance? Want to learn how to ramp up your performance exponentially? Take the leadership Styles quiz and understand where your growing edge lies.

The Four Umbrellas

The Four Umbrellas

The four umbrellas that represent a well-run organization are character, climate, ideology, and image.  These set the structure for how people act and interact with one another.  At its core, there is a sense of weather-making that creates the desired environment, how the entity chooses what is acceptable and necessary in how it thinks and runs day to day on numerous levels, and how it wants to be seen and felt by its constituency.

One way to clearly understand how an organization works is to look at its structure. Examine how it looks in response to Powerful Questions that reveal why the organization operates in the way it is designed.  This is the first step toward clarifying how one navigates the inner workings, beliefs, and practices used to maneuver through the company and determine the viability of working up the hierarchy of the entity.  This is accomplished through the REACH™ model.  To learn how to implement this tool in your own leadership journey, click the button to sign up for a strategy session. You’ll get a laser-focused opportunity to explore your needs and discover how you can REACH™ your leadership potential.

Aligning Culture with Policies and Procedures

Aligning Culture with Policies and Procedures

An example of how a company stays on course is through its checks and balances that allow leaders to note where shoring up policies and procedures may prove necessary. At the same time, studied successes can provide insights on how to maximize and expand what is working to avoid choices that work less effectively.  This is akin to the workability of leadership behaviors versus skills and behaviors that do not serve the organization’s effort to move forward successfully.

Culture and policies go hand in hand.  Policies can either help or hinder your cultural ideals.  For example, when you have a strict policy on workplace etiquette and encourage people to think outside of the box, these two might not work best together.  Revisiting policies with employees encourages collaboration and compliance. 

Culture and values are not just something thought up by management that employees and associates are expected to follow.  They are the reason for what you do.  When employees can feel the purpose, they will be in alignment with company values.  When you have employees who want flexibility and put them under constant pressure to perform, you will want to rethink that policy. 

A Culture that Attracts Customers

A Culture that Attracts Customers

A company’s culture is essential to serve its mission, vision, and the people it helps internally and externally.  The process by which a company gets things done is similar to a supply chain that determines how goods and services move from raw ingredients to a finished deliverable.  As such, a leader wants to be steeped in the ways of their organization’s history and how that history plays out into the present moment and then moves into the future. 

A company’s culture sends a specific message to its customers.  When the customer has choices of products or services, their decision might come down to the values and culture the company portrays.

Corporate culture can affect the customer experience.  When employees are aligned and believe in the company and its values, this comes out through their interactions with the public.  Believe it or not, a customer can sense the disconnect.  Making customer service a measurement of the company’s success will put it in focus.  Ensuring the employees are empowered and secure creates job satisfaction and buy-in to the intended culture.

Driving Culture

Driving Culture

“When people act on your message, they begin to change.  They don’t just change their behavior.  They change their identity. They begin to become someone new because of your message.” ― Dr. Michelle Mazur

When culture is not reflective of company values, steps can be taken to guide it differently.  This first starts with an understanding of how you got here in the first place.  Were values defined from the beginning, or were they inherited? 

This becomes more difficult when two companies merge; there is a challenge to incorporate values in the culture.  This goes back to the top-level and how ideas are communicated. Management will want to listen to all levels below them and understand what drives people.  Then they can start to make changes that meet those needs.  This is a challenging process.  When employees are left in the dark regarding organizational changes, a merger or acquisition by another company can take them by surprise and even invoke a sense of betrayal.  Management needs to consider how this affects employees of all levels.

Putting values and goals in writing and revisiting them on an ongoing basis will also help turn the tide. It’s essential to keep the lines of communication open and engage staff participation.  Change is accomplished through discovering motivations and making sure employees believe in the values. Employees can resist change, and thus, the challenge lies in creating a culture that they can support. Approaching changes with a clear vision, management commitment, making substantial changes from the highest level, involving all those affected, and following ethical and legal guidelines will encourage success. This is where a formal Organizational Change Management initiative can help.

When a complete organizational structure change seems too challenging, a company can start with changing subcultures and working its way up.  In this approach, it’s still important to define the ultimate goal and work in smaller steps.