Staffing
How restaurants can attract, retain top talent in a tight job market
Hiring and retention are still issues in the industry, but things are looking up. One expert offers insight and tips on the restaurant hiring landscape.
October 11, 2023 by Mandy Wolf Detwiler — Editor, Networld Media Group
Ask any restaurant operators what their biggest challenge is and recruitment is bound to come up. Though unemployment rates have improved, hiring remains difficult in the industry. And once you've got a good employee, how do you keep them?
According to Patrice & Associates, a recruiting company with more than 175 units across the U.S., August saw an addition of 40,000 jobs in the hospitality industry with an average of 61,000 new jobs per month over the last 12 months.
The national unemployment rate sits at 3.8% — not far off from the January 2020 rate of 3.6%. QSRweb.com reached out to Brian Miller, CEO of Patrice & Associates in an email interview to learn why the job growth is heading in the right direction.
Q:How has the job market evolved in the past couple of years, and what are the key trends impacting hiring practices today?
A:The numbers don't lie. Right now, the latest data shows that we have 8.8 million jobs open in the U.S., but only 6.3 million unemployed workers. It was a tight labor market before the pandemic, and it is a tight labor market now. The most recent jobs report indicates job creation is similar to what it was just prior to the pandemic. However, with fewer workers available to fill those jobs, competition is tough. In general, job applicants still have choices, and employers are competing for the best talent. Salary demands may have cooled a bit in the frenzied post pandemic climate, but employers looking for talent understand it's a competitive environment. Employers must make hiring decisions faster today than in years past, or risk losing the best talent.
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Brian Miller is CEO of Patrice & Associates. Provided by Patrice & Associates |
Q: What are the most in-demand skills and qualifications employers are looking for in candidates in today's restaurant job market?
A: The most in-demand skills are good communications skills, reliability and strong customer/guest services skills for hourly roles. Additionally, managers who can manage themselves and lead a team of others are in high demand for management and leadership roles.
Q: What industries or sectors have seen significant growth in job opportunities, and which ones have faced challenges during recent times?
A: Healthcare continues to drive job growth, and as recently as last month, hospitality is still adding jobs. However, while quit rates have declined in other industries, meaning there isn't quite as much movement, it has remained the highest in hospitality. This creates challenges for restaurants because candidates are still willing to move for better offers and at times may seem fickle. Companies get frustrated when candidates don't show up for interviews or quit quickly if the working environment perception doesn't meet reality.
Q: Can you share insights on any emerging restaurant roles or job positions that have gained prominence due to changes in the economy or technology?
A: As Forbes outlined, kiosks are another way in which technology can facilitate the ordering process. Franchise QSR brands have been adding touch screen offering kiosks to their franchise and unit locations where customers can enter orders directly into the system, verify for accuracy and thereby limit wait times. It can even personalize menu items for repeat customers; however, even kiosks mean there needs to be a manager to oversee the delivery of the food and customer satisfaction.
Restaurants are also adding delivery and catering managers to continue to capitalize on the off-premise business that started during the pandemic. They are continuing to try to maintain and grow the offsite business, while increasing dining room activity.
Q: What advice do you have for job seekers to stand out in a competitive job market, especially for entry-level positions at QSRs?
A: Job seekers should talk about why you want to work for a company. Give specific examples of accomplishments that would lead potential employers to think you have a good work ethic. If you have prior QSR experience, talk about your attendance record or any awards you may have received in your previous position. If you are new to the job market, perhaps accomplishment or goals you have accomplished such as in sports or school awards.
Q: How are QSR brands adapting their recruitment strategies to attract and retain top talent in today's competitive landscape?
A: We coach companies to respond quickly and streamline their hiring process as much as possible. They have to move through the process quickly because good candidates have options. They are looking for high potential people as well. If I bring this person in as an entry level manager, what is their career path potential?
Q: Are there any notable shifts in the interview and assessment processes that candidates should prepare for in the current job market?
A: Candidates should be prepared for a virtual first interview. Ways to stand out would be to show up on time and dress appropriately for the role you are interviewing for. Additionally, it's important for candidates to do their homework and look up the company in advance, review their menu, and be prepared with at least one question to ask. Candidates should always say they are interested in the job and would like to go to the next step of the process. Believe it or not, companies want to hear you want the job! In restaurant positions often there is an "on the job experience interview." If you're offered one of those, be friendly, engaging, and ask how you can help your fellow co-workers or managers.
Q: What role does diversity, equity and inclusion play in hiring decisions, and how can employers ensure they are fostering an inclusive workplace?
A: Current data shows customers want diversity in marketing and in the businesses they patronize. A diverse workforce is better able to connect your customers to your brand. Millennials in particular are making sure they spend their money with companies that reflect their values. Employers can demonstrate this by having diversity and inclusion policies and by recruiting in diverse publications.
Q: In light of recent economic uncertainties, what strategies can businesses employ to make informed and sustainable hiring decisions?
A: Companies seem to be hanging on to workers better than prior to the pandemic because they don't want to risk losing their ability to back fill those positions. Sustainability goes beyond the pay rate — how you treat employees matters the most for businesses — and your core values can't only be a poster on the wall. They have to be lived out by your managers and supervisors in how they treat employees. Providing opportunities for training and career growth are still top reasons for retention.
About Mandy Wolf Detwiler
Mandy Wolf Detwiler is the managing editor at Networld Media Group and the site editor for PizzaMarketplace.com and QSRweb.com. She has more than 20 years’ experience covering food, people and places.
An award-winning print journalist, Mandy brings more than 20 years’ experience to Networld Media Group. She has spent nearly two decades covering the pizza industry, from independent pizzerias to multi-unit chains and every size business in between. Mandy has been featured on the Food Network and has won numerous awards for her coverage of the restaurant industry. She has an insatiable appetite for learning, and can tell you where to find the best slices in the country after spending 15 years traveling and eating pizza for a living.
