Identifying a Toxic Culture in 2 Days

Knowing when to bolt from a job in the Hospitality industry is vital for survival. Anyone who has gotten embroiled in a toxic work culture, and there are many, know how horrible it is. This business is hard enough without the added drama and stress created by a bad working environment. However, it can be hard to spot for those who are just entering into the restaurant business. Generally, you are coming in as a Host or Server. Hosts aren’t typically hit as hard by a toxic culture as Servers. That’s because while Hosts are very important to the flow of the dining room, they have limited direct interaction with the guests. Servers on the other hand, they get everything in spades. From interacting with guests, to time with fellow Servers, Bartenders, Managers and Chefs. They get hit on all fronts.

While stress is the name of the game to a certain degree in this business. Being smart and minimizing it’s impacts on you is vitally important. The best way to do that is to land somewhere where there is a conscious effort on the part of the business to help in the minimization of it. How do you, as someone new, determine that as quickly as possible?

I take the stance now that if I see 4 Red Flags in two days, I’m out. You can explain away a couple of red flags, but like a bad relationship, several are indications of issues that will bite you. Hard. Here are some clues to help you when you begin a new position to determine whether you want to stay or go.

#1: Does the Restaurant Have Core Values?

On the first day of work, the manager in charge of staffing is required to walk new employees through the company Handbook. As part of that conversation, they are going to lay out core values of the business, if they exist. Things such as:

• How employees should treat each other

• What the expectations are for how guests are treated

• What success looks like for the business

It’s a good sign when these are in place, but from the moment those are specified, you should be looking at whether those aspirations are in the forefront of mind for everyone in the organization. Many times, you will see that businesses take the time to lay them out, but don’t live into those values.

#2 Is There A Set Training Plan

A good business is going to support their employees by training them consistently. Not just at the beginning, but moving forward. However, the initial training is critical for your success, so here are some good indications that the management team is truly supportive of their service staff:

• Do they have a specified schedule for learning individual skills?

• Do they include tasting the food as part of training?

• Do they provide skilled servers to conduct the training?

• How involved are the managers in the training?

You can tell how organized the management of the business is and how clear they are about expectations on your first day. If they aren’t laying a solid foundation for you to have the skills you need to do your job, they are failing at their job. Big Red Flag!

#3: Talk with Co-workers

A good restaurant is going to maintain at least 20% of the crew over the long term. If almost everyone has been there for less than 6 months, that’s a red flag. If the serving staff are providing you warnings about individuals in the organization on your first day, take serious note. Now, Chefs are notoriously bad. Even great ones will loose it on people every once in a while. However, here are some Big Red Flags:

• Objects being thrown

• Consistent irrational blame being placed on servers

• Hyper critical behavior

• Little help provided overcoming the issues at hand

• Bullying Behavior such as learing, manipulation tactics, non-verbal intimidation, and exclusionary actions

#4: Do Employees Look Stressed

Restaurants are built on showing a good face to people while on the floor. They are supposed to be swans on a pond, looking calm and open to the needs of the guests. As soon as they are off the floor though, they let their proverbial hair down. Here are some cues for how stressed the staff is even if it isn't crazy busy:

• Tightness around their eyes

• Pinched lips

• Tight shoulders

• An air of Discomfort in general

If one person is displaying these markers, they may be having a bad day or know that they are not doing well. If almost everyone is displaying those indicators, that’s a red flag. A staff that's on edge is paying more attention to the toxic work place than focusing on guest needs and providing great service.

There is always that initial phase of the staff putting on a bit of a show for you to ease you in. However, if they aren’t even trying, bolt. Now. It’s only going to get worse. Believe me. Our business is not exactly rocket science, though it is very, very hard. Make it easy on yourself by being as picky about your place of work as you are about the friends you allow in your life. A restaurant crew ends up being a lot like a family. You spend long, very busy hours with each other. You depend on each other to ensure success. Set yourself up with the support you need to do well.