Blog

Not all heroes wear capes: Some wear aprons and master spreadsheets

Superhero managers are experts at controlling food costs and labor but also have an influence mindset as well as a mastery of P&L and their brand's systems.

February 17, 2020 by Nancy Shenker

Search online for open fast-casual manager positions and you'll find job descriptions containing up to 15 specific requirements, ranging from financial management and marketing to food quality and safety oversight to exceptional leadership and motivation skills. Plus, POS, talent management and scheduling, and delivery technologies require managers to be completely comfortable with automation. As today's diners become more convenience- and speed-oriented, keeping customers delighted is more of a challenge than ever.

No wonder brands like Taco Bell now offer up to $100K annual salaries to entice the right talent and improve retention. 

Rachel Layton, VP of Marketing and Growth for Taziki's Mediterranean Cafe, which has close to 100 locations, stresses that these superhero managers must be an "expert at controlling the controllables" like food costs and labor and also need:

• An "influence mindset" versus a "compliance mindset."
• P&L mastery, so they can understand how and when to invest in sales and spend on the guest experience;
• The ability to master a brand's systems but also the courage to improve them. 

According to the National Restaurant Association, hiring and training a new manager can cost as much as $15K. Says Dan Murdoch, VP of Marketing of Harri, an integrated talent solution for the hospitality industry, "Having a clear and specific job description, streamlined and focused screening, a thorough interviewing, and onboarding process, and ongoing feedback systems are critical to making sure you choose the right candidates. Although technology can't predict job success, it can help you cast a wide and effective net." He adds, "It all ultimately starts with an accurate job description, however -- which is a very human and critical step in the process."

Where can restaurants find this talent?

Of course, savvy brands look within their own organizations to find high-potential performers. People with a great service track record and an orientation toward continuous improvement are the obvious choices. Investing in leadership training is critical, especially for new managers, who may have picked up habits from previous supervisors or are not yet comfortable being the "go-to" leader and troubleshooter. 

Creating a buddy system where new leaders can learn from your top performers and providing regular and direct feedback helps ensure a path to success.

Looking outside the food and beverage industry to hospitality businesses that involve a high level of customer service and multi-tasking (e.g., lodging, retail, and even real estate management) can open up a whole new range of applicants. Professionals who have been downsized out of corporate positions but have a strong service background and business maturity might surprise you with their skill sets, calm under pressure, and ability to train and manage teams. Hiring for personality and training for specific job requirements can be a good strategy and you may find that people who are new to the fast-casual industry may have fresh ideas and enthusiasm.

As our industry evolves and technology matures and proliferates, flexibility and willingness to learn become even more essential qualities. Managers today must also be welcoming to a diverse workforce, empathetic to employee needs, goals, and mental health, and one step ahead of customers' changing tastes and dietary requirements. 

Once you discover superhero managers, how do you keep them?

Layton emphasizes that "people stay at a job because of a culture and a leader that inspires them. Brands must continue to reinvent ways to keep managers and staff engaged through growth and a clear vision for how they contribute to the overall mission. If you treat your staff like they're replaceable, you'll spend a lot of time replacing them."