How to build a great culture with restaurateur Danny Meyer
Aug 6, 2024
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Danny Meyer, the founder of Shake Shack and Union Square Hospitality Group, shares his wisdom on building a thriving restaurant culture. He emphasizes the importance of hiring for kindness and fostering trust among team members. Listeners get insight into how servant leadership and effective communication can transform a workplace. Danny also discusses the creative initiative where chefs made unique chicken soups to combat hunger, highlighting the power of community care in hospitality.
Building a culture of generosity and trust enhances employee motivation and overall service quality in the hospitality industry.
Establishing clear expected behaviors fosters accountability and alignment among team members, improving their personal and professional growth.
Deep dives
Fostering a Positive Work Culture
Creating a healthy work environment is essential for a successful hospitality business. The importance of building a culture of generosity and trust among employees is emphasized, as it leads to happier and more motivated team members. This culture is founded on the notion of servant leadership, where the leader prioritizes the success and well-being of the employees. By ensuring that employees feel valued and respected, the overall service quality and customer experience improve significantly.
Defining Expected Behaviors
Establishing clear expected behaviors has transformed the operational dynamics within the restaurant group. The transition from vague family values to specific expected behaviors provides accountability and clarity among team members. Each employee is expected to embody these behaviors in their work, starting with hiring and performance reviews. As a result, the entire team becomes aligned in their goals and values, fostering an environment where they can thrive both personally and professionally.
Emphasizing Employee Engagement
Prioritizing employee engagement is critical for long-term success in the hospitality industry. Initiatives like providing significant discounts for employees to dine at the restaurants not only enhance their understanding of the guest experience but also create a sense of belonging. This approach encourages open communication about how to improve operations based on employees' firsthand experiences. By incentivizing team members to engage with the brand in a meaningful way, the culture of hospitality becomes ingrained and impacts overall service quality.
Building Trust Through Leadership
Leadership plays a crucial role in fostering trust within the team, and this requires ongoing effort and communication. Implementing open-door policies, where leaders invite team members to share their concerns and suggestions, is an effective strategy for building rapport. A focus on empathy and understanding can enhance relationships between management and staff, making employees feel heard and appreciated. This nurturing environment cultivates loyalty and motivates employees to contribute to a positive workplace culture.
At 27, long before he gained acclaim as the restaurateur behind Shake Shack and Gramercy Tavern, Danny Meyer launched his first venture, Union Square Cafe. More than 20 James Beard Foundation awards later, Danny shares the strategies and insights that fueled his restaurant empire. He and Adam discuss how to build a culture of excellence and care, how to hire people who treat others well, and how to bring values to life. Danny is the author of the New York Times bestseller Setting the Table.
Transcripts for ReThinking are available at go.ted.com/RWAGscripts