The Critical Role of Management in Reducing Restaurant Turnover

This post is adapted from our “What Restaurant Employees Want” report, originally published in May 2024. Visit our page to download the full report, which features insights from 1500 active restaurant employees and industry experts.

The restaurant industry is notorious for high turnover.

Our data confirms that 66 percent of employees indicated that they had quit a restaurant job, with a quarter having quit more than once. Nearly half of all employees who have left a restaurant job before cite poor management as one of the main reasons for this high turnover. Low pay, which takes the top spot at 50 percent, is also common.

46% of employees who quit say it’s due to difficult managers. When employees leave, they often go on to work in another restaurant job. In fact, 58% of employees who have left their jobs do so to work in another restaurant job. These employees leave for jobs with potentially higher pay, better managers, and more opportunities within the industry.

At her restaurant, Poppy & Seed, Kwini Reed recognizes the importance of having trustworthy managers. Reed can’t be in more than one location as her business grows. However, she can get closer by employing managers who reinforce the company culture.

“Tackling the whole manager-employee dynamic in restaurants boils down to teamwork. I’m all for being straight-up and transparent, like using an open-book approach where even the folks at the front lines get a real look into how the place runs day-to-day. It’s about setting goals and using reports to determine how we’re doing. This way, everyone’s in the loop helps build a solid team vibe between managers and their staff.

I’ve bumped into a few managers who missed the mark, and what’s hit home for me is seeing that the best leaders are ready to dive into the thick of it with everyone else. No one’s keen on working for someone who shouts orders from the sidelines. It’s all about showing up and being part of the team.

But, it’s gotta go both ways. I’ve seen times when the respect from the crew towards the manager just isn’t there. It’s key to remember that managers are people, too; sometimes, they need a hand.

Keeping the lines of communication open and ensuring everyone feels heard is the goal. Every place should be shooting for this kind of atmosphere where there’s mutual respect and everyone gets each other.

Adding that bit about open-book management, where everyone’s clued into the daily grind, and we’re all setting goals and checking our progress together, really amps up the team spirit.”
-Kwini Reed Owner/Operator, Poppy & Seed, Poppy + Rose, Root of All Food Catering

Reed emphasizes that teamwork, transparency, and mutual respect are key to a successful manager-employee dynamic in restaurants. At her restaurants, an open-book approach fosters a cohesive team spirit, where all staff members understand the daily operations and progress towards goals.

Effective managers lead by example and aren’t shy about getting their hands dirty and digging in to help out their team rather than coaching from the sidelines.

It’s also important for staff to respect managers and offer support when needed. Open communication and ensuring everyone feels heard are essential for a respectful and understanding work environment.

 

Other reasons why employees leave

Every employee has reasons for moving on — and while we can point to pay and management as the top ones, operators should be aware of more reasons why team members may leave.

Life circumstances

It’s essential to recognize that many restaurant workers balance school commitments like high school or college. Seasonal breaks, internships, and fluctuating class and club schedules can significantly impact their availability for work. While efforts can be made to accommodate everyone, flexibility has its limits. However, when adjustments can be made, it often leads to increased employee satisfaction.

Not enough shifts

While flexible schedules and balance are advantages for hospitality, it’s important to acknowledge that they can become too flexible — to the detriment of restaurant workers. Irregular hours mean smaller, unpredictable paychecks, contributing to the low wages frequently cited as reasons for employee turnover.

Take Action

1. Implement transparent management practices: Adopting an open-book management approach can significantly enhance team spirit and employee engagement. Managers can foster a culture of transparency and inclusion by sharing daily operations insights and progress reports with all staff. This helps build trust and ensures everyone is aligned with the restaurant’s goals.
2. Cultivate a supportive and respectful work environment: Encourage managers to lead by example and actively participate in daily tasks alongside their team. This hands-on approach not only builds respect but also demonstrates commitment and solidarity. Additionally, promote open communication channels where both managers and employees feel heard and valued, reinforcing mutual respect and understanding.
3. Offer flexible and predictable scheduling: Recognize the need for balance in employees’ lives, especially those juggling school or other commitments. Strive to provide flexible, consistent scheduling to avoid irregular hours and unpredictable paychecks. Where possible, accommodate employees’ availability to enhance job satisfaction and reduce turnover caused by scheduling conflicts.