Recruitment and Retention Tips

IHOP commissioned a study that showed that most employees quit jobs because they didn't like the way managers treated them. Employees reported that managers reprimanded them in front of guests or co-workers, treated them disrepsectuflly or like "a number."

Other reasons cited for quitting were inflexible schedules, lack of praise or recognition, and lack of training and job orientation.

The focus group also said they quit if they had to work with co-workers whom they classified as "bad hires" who created problems.

On average, IHOP reports that is costs them an average of $1,500 to replace and retrain a cook and $800 to hire and (re)train a new server, so a restaraunt with 100% turnover loses roughly $40,000 per year.

Some employers have found creative ways to reduce turnover:

• Recognize employees,including their birthdays: rewards can include like ballgame or theatre tickets, amusement park passes or a family dinner.
IHOP decreased it turnover from 119% to 49% by increasing salaries and benefits for managers and instituting a managment bonus structure. Managers also have mostly five-day shifts.
• Before each shift thank people for positive work achievements.
• Shari's, a 100- unit chain based in Bearverton, Oregon, reduced its turnover more than 100% by implementing the "100 Club" which recognizes servers who learn 100 customers' names and what they like to eat or drink. If they pass the manager's quiz, they get a $25 bonus, a plaque and pin.
• Shari's also created a training and bonus program to assist assistant managers to make the transition to full managers.
• Try offering part time supervisor programs to combat the reputation of managers working long hours.
• Focus on cross training employees so those interested in management can move more quickly into management training programs.
• Focus on attracting young workers. Involvement in the 10p.m. or earlier closing attracts and retains young workers. <.li>
• When students go out of the area to college, assist them in finding employment at an operation near their college. They'll more likely be back to work for you during the summer and after graduation. Encourage those who don't go to college to stay and participate in the management training program.
• Some employers have found success in recruiting former employees who have left the company for other jobs. The "grass isn't always greener." <.li>
• Focus on recruiting senior citizens who want to work three- to four-hour shifts, and retirees who want to work a day or two a week.
• Recruit through welfare-to-work programs and community-based agencies.
• Consider offering a bonus to employees who refer management candidates who stay on board for a minimum length of time.
• Focus on recruiting family members of existing employees.