Len Panaggio, Beverage Consultant
By Len Panaggio
December has arrived, and just like that, we are weeks away from a new year: a time for reflection, both on the past and on what’s to come. While this is an exercise we often practice personally, it is imperative that you do the same for your business.
This industry is filled with entrepreneurial go-getters and free spirits, but it’s time to treat your establishment like the corporation it is with clearly defined regulations. I often hear from staff about confusion within their establishment. Employees want (and need) guidance from ownership and/or management; the millennials, followed by Gen Z, demand it!
Your team should know your mission and vision statement—and both belong in your employee handbook. It has also become clear to me that training has taken a back seat to filling out a schedule. With this labor crisis we are still going through, training is incredibly important. Consistency is the hallmark of a good food and beverage program, but the building blocks of such a program need to be written. Protocols must be adhered to, especially those addressing safety and cleanliness. If you have not updated these critical tools recently, now is the time!
I think that employees look at management in many ways, but they need to see that they are there for staff, to support them in trying times, and be willing to jump in and get their hands dirty. So often I see managers talking to guests, which is a good thing, but not while Rome is burning! Keeping an eye on how your employees are faring is key. Holding regular staff meetings is also important—this is the perfect forum to reinforce policies and to ensure that staff buys into the structure, expectations and culture of the establishment. Unfortunately, all too often, management loses sight of the fact that the most important resource is the human resource, and with the scarcity of good employees, this has never been more critical.
As we close out 2023, there remain many challenges facing our industry. Finding and retaining labor continues to be difficult. More and more, the federal government is handing off labor issues to local government and I think most would agree that Rhode Island is less business-friendly than many neighboring states. We can’t keep absorbing increased expenses to operate, especially at the fast and furious pace they seem to be hitting our industry. It’s vitally important that you keep a keen eye on your business model and figure out if it has legs or if it is on its last leg.
Fortunately, December offers incredible business opportunities. It is filled with celebratory holidays, parties and gatherings, culminating on New Year’s Eve. Your employees are going to test you all month, whether it is a callout, a no-show or outright quitting. Be prepared. This is what we are dealing with today. Management will have to adjust to these potential crises and be prepared to jump in. The challenges in December are certainly amplified, but so are the possibilities. I have watched in amazement how you all handle it and carry on! Get ready for 2024!
I want to wish you all a happy holiday season, a Merry Christmas and a Happy New Year!
Len Panaggio’s career in food and wine spans more than three decades as an owner and as a beverage director at some of the top restaurants in Rhode Island. Currently a hospitality consultant, Len is a graduate of the University of Rhode Island and has attended the Culinary Institute of America Master Sommelier program and the Sterling School of Service and Hospitality.
