Managing the Floor: Coaching Employees to Improve Performance

A 4 min read.

Tips on Coaching Employees To Improve Performance, Team Morale, and Customer Satisfaction in Your Restaurant

The restaurant industry has been in a significant transitional period for the last three years, particularly regarding staffing. 

Coming out of the labor shortage, we’ve seen an influx of new blood entering the hospitality workforce. At the same time, restaurateurs incorporated more technology and new business models to streamline operations and staffing challenges.

We’d be kidding ourselves to say there haven’t been bumps in service while navigating these changes. 

Right now, it’s more important than ever for management to take a proactive role in their team’s development and ensure things run smoothly, especially if they’re still finding their groove in this ever-changing landscape.  

We spoke with Christin Marvin, a restaurant coach and hospitality catalyst based in Tucson, Arizona, on how managers can get more involved on the floor by coaching employees to improve performance.

When you are ready to level up your leadership, let’s connect.

The Importance of Coaching Employees to Improve Performance

Once you accomplish the arduous feat of hiring someone new—the journey is nowhere near over. Management should continue monitoring employee performance to encourage the team toward business and developmental goals. 

“Coaching should be a part of everyday communication among a restaurant team,” Marvin shared. “Just as a football coach is on the sidelines, telling their team ‘good job’ when they score a play and instructing the team when they need to make adjustments, a restaurant manager should do the same when they experience an employee delivering great guest experience or see a guest in need.”

This kind of support goes a long way. Here are just a few ways restaurants can benefit from employee coaching. 

Improved Team Performance and Communication

“Coaching can help employees become self-aware, understand their strengths, and identify areas for improvement,” Marvin said. “Once they become clear on what they need to work on, they have a clearer path to improve their performance and are more engaged and motivated to do their job.” 

Investing time in performance coaching also allows open and constructive communication between management and employees. This can increase job satisfaction because it fosters a culture of trust, teamwork, and collaboration within the organization.

“When employees feel their efforts are acknowledged, and their development is supported, it can boost morale, leading to a positive work environment for all,” Marvin explained. 

Decrease Employee Turnover

Creating a healthy, enjoyable work environment can save you the time and money associated with training and recruiting. 

“The average cost of losing an employee in the restaurant business is around $5,000,” Marvin said. “Just imagine how much money a restaurant could save by strengthening their leader’s coaching skills.” 

With appropriate performance reviews, training, and coaching—employees feel supported in their professional development, which builds loyalty and increases the likelihood that employees will stick around long-term. 

Turnover is one of the biggest headaches when running a restaurant business. Taking time to monitor and guide your employees can help increase your retention rates and should be a vital part of any successful hiring strategy. 

Enhanced Guest Experience

Everything you just read immediately and directly affects your overall guest experience—and in a critical way for your business. 

“Well-coached and trained employees are more likely to provide an excellent experience for their guests,” Marvin said. “In turn, leading to more word of mouth marketing by the guest, which aids in the restaurant’s success.”

Additionally, the benefits of supporting your team to be the best versions of themselves at work can result in higher online ratings and better customer retention and loyalty—all critical components to growing a restaurant business. 

Tips for Coaching and Developing Employees

It’s one thing to know that all of this is good for business—it’s entirely another to put into practice and do it constructively. Marvin offered some helpful, top-level tips for managers just getting started or those who would like advice on optimizing their coaching. 

1. Implement Manager Coaching
   
   Let’s face it: providing constructive criticism isn’t everybody’s strong suit. To get the most out of employee coaching, you need to start at the top. “Coaching is a learned skill that should be a part of every manager’s training,” Marvin explained. “Becoming an excellent coach requires time, dedication, and learning from mistakes, and the approach varies for each individual employee.” Lead by example. Perform one-on-one reviews of your management team and coach them to be leaders in your company while keeping them accountable. If you need help getting started, a specialist like Marvin is a great way to organize and develop your company’s performance management. 

2. Stay Present and Consistent
   
   Coaching will only work in your favor if you or your management team stay consistent and attentive to what’s happening in your company. 
   
   “The best way for hospitality leaders to monitor performance is to be mentally and physically present on the floor with their team,” Marvin said. “It’s also important to take moments to step back, observe, and listen to your employees when interacting with their guests and teammates.”
   
   Marvin continued to state that monitoring an employee isn’t just about overseeing performance but also their work environment. Quickly address anything that might obstruct your employee’s success, like a lack of cleaning supplies, broken equipment, and procedures that need adjusting. 

3. Consider Group Coaching Opportunities 
   
   Hospitality work is all about teamwork. Doing group exercises and meetings is essential, too. For example, if you want to talk about de-escalation techniques, this would benefit everyone and could be done effectively in a team setting. 
   
   Marvin shared that company-wide announcements or messages can quickly be made in a group setting, like during staff or pre-shift meetings. 
   
   That said, if you need to address something sensitive or personal to an individual team member, that is best handled privately in a one-on-one meeting. 

Creating a Performance Review and Coaching Plan

A formal performance coaching plan is critical to getting the most out of the process. For one, it creates documentation that helps you stay consistent when training managers while giving them something to refer back to and follow in their management style. 

Marvin shared that when helping clients organize performance reviews and coaching plans, they first define the responsibilities of each role in the company. This creates a starting place for evaluation—like whether the employee is performing the duties and responsibilities required of them. 

Adding to Marvin’s tip, it’s also helpful to establish a company mission and value statement so management can further evaluate if the employee’s performance aligns with the company culture. 

Next, create a form that you and your management team can use to highlight the strengths of particular employees and areas for improvement based on the role. 

The form should also include a section defining the action plan for coaching and follow-up meetings to monitor progress.   

“Training your management on how and when to use these forms will set them up for success,” Marvin shared. “Additionally, there should be a discussion around which behaviors need to be documented and, if necessary, result in termination.” 

An Employee Performance and Coaching plan might document the following: 

• Company mission and value statements

• Requirements and responsibilities of each role 

• Frequency of performance review meetings

• Guidelines for employee write-ups and termination 

• A form for management to follow when reviewing employee performance, including sections to document: 

  • Areas in which the employee excels, with examples

  • Areas that require improvement and outlining what success would look like 

  • Agreed upon coaching plan

  • Dates for follow-up meetings to monitor progress. 

One of the most beautiful aspects of the restaurant industry is that all are welcome. Anyone can start from the bottom and work up to the absolute top with guidance, training, and support. 

As an owner or manager, you play a significant role in the success of your employees. By investing and formalizing your performance coaching plan, you can ensure that it benefits everyone involved (including the industry at large). 

If you’d like guidance to hone how performance coaching is done within your establishment and help create a plan, feel free to connect with Christin Marvin through email at christinlmarvin@gmail.com or on LinkedIn @christin-marvin.

Additionally, you can check out her website to learn more about how she partners with restaurant leaders through one-on-one coaching, group coaching, and leadership workshops. For more restaurant leadership tips, tune into her podcast, No Hesitations.  

For access for the full article or to learn more about Poached, click this link.

P.S.

Whenever you are ready, here are 4 ways I can support you:

1. Tune into No Hesitations Restaurant Leadership Podcast, the show where restaurant leaders learn tools, tactics and habits from the world's greatest operators. Click here to subscribe or follow.

2. If you are a restaurant leader looking for a strategic partner to overcome burnout, reignite your passion or increase retention in your restaurant, let's connect. Email me at christinlmarvin@gmail.com or you can even text me at 719-494-6074.

(Rest assured, I won't attempt to sell you anything.)

3. Promote yourself to my network of national restaurant leaders by sponsoring this newsletter.

4. Each week, I provide hospitality leaders with valuable tools and resources to shift from surviving to thriving by embracing mental fitness. Subscribe to my newsletter below to receive these helpful tips directly in your inbox.

Another incredible company that is making a huge impact in the hospitality space is Benchmark Sixty. Jim Taylor, founder and CEO has created a 3 step process that will allow you to combat rising costs without raising prices or cutting your staff. Check out his full list of services here at Benchmark Sixty.

Becoming a Servant Leader

A 3 min read.

When I graduated from college in 2004, I found myself working full time at the Broadmoor Hotel while attending school simultaneously, uncertain about my next career move. While exploring job opportunities in marketing, I discovered that the online postings in my field offered salaries ranging from $20,000 to $30,000 per year. In contrast, I was already making close to $50,000 annually as a cocktail server at the Broadmoor Hotel, a job I loved. Intrigued by the prospect of advancing within the company, I sought guidance from the Food and Beverage Director.

Following his suggestion, I enrolled in the hotel's management course, eager to acquire the skills needed for a higher role. Armed with the knowledge from the course, I enthusiastically expressed my interest in the General Manager position at the Hotel Bar. Despite facing initial rejection, leadership recommended I take on the role of Assistant General Manager at The Tavern Restaurant on property, working under a well-respected GM.

When you are ready to create a path to reach your next goal, let’s connect.

After three months at The Tavern, an opportunity arose at the Hotel Bar, and this time I successfully secured the General Manager position. However, my early days in the role were marked by a lack of understanding in managing conflicts, playing favorites, and engaging in after-hours socializing with the staff.

As a 24 year old, ambitious General Manager, I set a goal to attend the weekly manager meetings and have a seat at the table alongside other food and beverage managers. Despite feeling out of place initially, I listened attentively, absorbing valuable insights. My immaturity manifested in typical managerial mistakes, but I remained hungry to learn and improve.

A significant turning point occurred when the Food and Beverage Director presented a unique opportunity—the opening of a new fine dining restaurant, Summit. Excited by the prospect, I accepted the challenge without hesitation. Walking into Summit for the first time was an unparalleled experience, with its beautifully designed space, glass wine tower, and meticulous attention to detail.

Under the leadership of Michael Seznec, the General Manager of Summit, I embarked on a journey of personal and professional development. His firm yet professional approach, coupled with a comprehensive training program, allowed me to refine my skills in restaurant management. I delved into wine studies, earning my introductory Sommelier certification, and explored mixology, ultimately obtaining a BarSmarts certification.

Summit provided an environment for continuous learning, with weekly pre-shift meetings featuring menu presentations, wine pairings, and crafted cocktails. I cherished the experiences of blind tastings, learning from mixologists Steve Olsen and Andy Seymour, and gaining a deep appreciation for spirits.

However, despite my dedication, when the opportunity to become the General Manager at Summit arose, I faced disappointment. This setback was particularly challenging, compounded by the mispronunciation of my name during the announcement. Nevertheless, I remained resilient, focusing on my responsibilities and putting on a brave face for the staff.

Reflecting on my time at Summit, I realized the importance of leadership, separation from the staff, and the need to advocate for myself. Michael Seznec's mentorship played a pivotal role in shaping my managerial skills and instilling a sense of responsibility. The lessons learned at Summit extended beyond operational efficiency to the art of fine dining, pairing beverages, and effective leadership.

Reach out to schedule a discovery call to start designing your leadership style.

As Michael moved back to the Boston area, I contemplated new opportunities. Tyler, my partner, secured a transfer to Denver, opening doors for both of us. Leaving the Broadmoor was challenging, especially bidding farewell to the Summit team. Nevertheless, I carried with me a wealth of experiences, lessons, and gratitude for the five transformative years at the hotel.

In Denver, Tyler and I embraced the chance for personal and professional growth. Believing that everything happens for a reason, we embarked on a new chapter, eager to explore the vibrant dining scene and pursue our respective career paths. Looking back, I appreciate the lessons learned, the challenges faced, and the unwavering passion that continues to drive my journey in the hospitality industry. The experience I gained in fine dining and from leadership shaped my career as a servant leader.

For more powerful tools that will change how you show up personally and professionally, let’s connect.

P.S.

Whenever you are ready, here are 4 ways I can support you:

1. Tune into No Hesitations Restaurant Leadership Podcast, the show where restaurant leaders learn tools, tactics and habits from the world's greatest operators. Click here to subscribe or follow.

2. If you are a restaurant leader looking for a strategic partner to overcome burnout, reignite your passion or increase retention in your restaurant, let's connect. Email me at christinlmarvin@gmail.com or you can even text me at 719-494-6074.

(Rest assured, I won't attempt to sell you anything.)

3. Promote yourself to my network of national restaurant leaders by sponsoring this newsletter.

4. Each week, I provide hospitality leaders with valuable tools and resources to shift from surviving to thriving by embracing mental fitness. Subscribe to my newsletter below to receive these helpful tips directly in your inbox.

Another incredible company that is making a huge impact in the hospitality space is Benchmark Sixty. Jim Taylor, founder and CEO has created a 3 step process that will allow you to combat rising costs without raising prices or cutting your staff. Check out his full list of services here at Benchmark Sixty.

A Note of Gratitude

A 1 min read.

I've spent a lot of time this week reflecting on 2023 and planning my goals for 2024. I am so excited about what the next year has to offer because of all the clarity, focus, and energy I have invested in reinventing myself and my business in 2023. However, I have not been on this journey alone; I have an army of people supporting me, some whom I know and many whom I don't know. Today, I wanted to take a moment to express my gratitude to all of you.

Thank you!

I had no idea how to launch a full-blown business last year. I knew I wanted to coach and support leaders in the hospitality industry in any way I could. That led to creating daily content on LinkedIn, starting to write a book (coming in 2024), writing this newsletter, hosting leadership workshops, connecting with leaders to identify their pain points, and starting a podcast. I had no idea how to do any of the things I just listed and have found so many wonderful resources on LinkedIn, in my new community of Tucson, my former home of Denver, podcasts, and books that have shown me the way.

You all have embraced me, cheered me on, read my newsletters, liked and commented on my posts, and listened to my podcast, and for that, I am eternally grateful. I wasn’t sure if anyone wanted to hear my message or story, but the more I open up, the more I hear from you. Thank you for helping me make an impact in the lives of others and for assisting me in growing as a business owner and as a human. It means the world.

Here’s to 2024!

Let’s make 2024 the best year yet , together.

P.S.

Whenever you are ready, here are 3 ways I can support you:

1. Tune into No Hesitations Restaurant Leadership Podcast, the show where restaurant leaders learn tools, tactics and habits from the world's greatest operators. Click here to subscribe or follow.

2. If you are a restaurant leader looking for a strategic partner to overcome burnout, reignite your passion or increase retention in your restaurant, let's connect. Email me at christinlmarvin@gmail.com or you can even text me at 719-494-6074.

(Rest assured, I won't attempt to sell you anything.)

• Promote yourself to my network of national restaurant leaders by sponsoring this newsletter.

Love, Christin

How to Get Sober with Your Spouse

A 2 min read.

Tyler, my husband, and I first crossed paths during our college years. Both pursuing marketing degrees, we found ourselves collaborating on a project for Concho e Toro winery. At the time, I was managing a hotel while also studying to become a sommelier and delving into mixology. On the other hand, Tyler was overseeing a restaurant and handling wine procurement downtown. Our connection blossomed over our shared passion for dining out and the art of pairing food and drink.

Post-college, our professional paths stayed grounded in food and beverage— I climbed the managerial ladder in the restaurant industry, while he spent over 15 years selling wine. Throughout, the focal point of our lives remained consistent: food and drink. Our time was often spent with friends at dinner parties, where we would photograph the bottles of wine we enjoyed, or supporting and appreciating Tyler's accounts in Tyler's vibrant culinary scene. We were always eager to be the first to experience the latest bar or restaurant opening in town. Public spaces and our home were saturated with alcohol, a result of accumulated samples and nightly bottles Tyler brought home on the brink of expiration.

The decision to stop drinking marked a significant shift in our lives. We began by parting ways with the 50-plus cases of booze in our house, urging friends to donate them to local restaurants during the pandemic. With alcohol out of the picture, we realized we had to relearn how to navigate our shared activities without its presence. Dining out, spending time with friends, golfing, vacationing—everything we once did with a drink in hand now needed a new approach.

When you are ready to redesign your lifestyle, let’s connect.

Our first step was determining how to communicate our decision to friends and acquaintances. Scouring online beverage menus for non-alcoholic options, we sought alternatives that would complement our meals, as we hadn’t lost the desire to pair beverages with our meals. We explored liquor stores in search of non-alcoholic beers, wines, and craft mocktails for home enjoyment and gatherings with friends. Until we felt entirely comfortable sharing our choice publicly, we carried koozies to discreetly cover our non-alcoholic beverages—a minor but necessary comfort at the time.

The most substantial adjustment involved filling the void left by the absence of alcohol. Redesigning our lifestyle became imperative, incorporating activities that kept us active, such as hiking, running, and golfing. Tyler's energetic nature clashed with my preference for unwinding with a book or TV show, so finding common ground required deliberate planning and communication.

Our efforts in restructuring our lives after nearly two decades of shared drinking experiences have brought us closer together. We now make a conscious effort to walk the dogs, explore the farmer's market together, or attend events and festivals. It takes time and effort to redefine a lifestyle ingrained with the influence of alcohol, but the journey has strengthened our bond, improved communication, and deepened our appreciation for each other. The most gratifying aspect is the shared memory of each meticulously crafted new experience, something we both treasure.

For more powerful tools that will change how you show up personally and professionally , let’s connect.

P.S.

Whenever you are ready, here are several additional ways I provide daily support to hospitality leaders.

• Calling all restaurant owners and operators!!! The No Hesitations Restaurant Leadership Podcast is here. There is no time like the present to listen in and level up your leadership. Click here to subscribe or follow.

• If you are a restaurant owner looking for a strategic partner to scale your business, retain and develop your managers, let's connect. Email me at christinlmarvin@gmail.com or you can even text me at 719-494-6074.

(Rest assured, I won't attempt to sell you anything.)

• If you are a hospitality leader looking to level up and position yourself for career advancement without sacrificing work-life balance, let’s start a conversation. Email me at christinlmarvin@gmail.com

• Each week, I provide hospitality leaders with valuable tools and resources to shift from surviving to thriving by embracing mental fitness. Subscribe to my newsletter below to receive these helpful tips directly in your inbox.

Love, Christin