Cara and Jennifer met each other at orientation several years ago. They moved to Las Vegas to begin their careers in Hospitality after graduating college. They have been working together in the food service business of a big hotel on the strip. Both have the same career goal, break into a management role, climb the ladder as far as possible, and then return home and find a top notch restaurant and settle in.
Cara grew up in San Jose and Jennifer is from a small town just north of Seattle. Both agree their career plan is generally on track. The day to day grind of restaurant work means long hours of customer service and getting it right time after time for their customers. Cara and Jennifer sometimes work double shifts and really don’t mind figuring it will pay off later. Cara says she is ok with it as long as there is time to unwind and in her case she works Wednesday through Sunday. She takes it all in stride.
Jennifer says, “I didn’t realize how many people it takes to run a place this size, there are so many associates and the diversity is amazing. Not everyone is a top performer and managing people is sometimes a challenge.”
Jennifer tells me that she has her hands full when certain people are scheduled on her shift. “Brad for instance can be a real handful. He is not very dependable which can be a real problem since we schedule things so close. More than that, Brad is very emotional. He isn’t great with pressure.” Cara chimes in. “Actually, Brad cries a lot. No kidding, he says he can’t handle the pressure and shows it. My problem is that he takes the customer service focus away from everybody else when he has one of his little meltdowns. Last time he was at the hostess station crying in front of waiting guests. I had to pull him aside and tell him to stop or go home.” A crying waiter sets the wrong mood for fine dining. The customers get worried when they don’t have to be. It becomes everyone’s problem. The GM wants the guy gone and one of these days we will have to make a decision. When he is ok, Brad works hard and gets good customer reviews.
By knowing how to deal with stress at work, employees become more productive, effective and efficient, and overall life anxiety and stress are minimized. Bringing issues to work can be a real problem. The use of time management techniques can help but it is sometimes difficult to adhere to them. Especially true when dealing with high customer’s expectations and tight deadlines, such as providing a memorable dining experience.
Jennifer and Cara are there first of all to provide the best dining experience in Las Vegas to their customers. They both hope Brad can get better control of his emotions. Jennifer said, “the guy is on his way out if not!” Cara nodded her head and said, “Yeah, just another day on the job! There is never a dull moment around here!”