Kick out the Jam by Ann Elliott

7th June 2019

Kick out the jam by Ann Elliott

I have had two briefs (one from a small multi-site operator and one from a larger one) and many conversations this week on the issue of operational consistency. It is the holy grail of multi-site operations. The offer might be perfect – great design, superb atmosphere, wonderful food and an appealing drinks range – but if it isn’t delivered consistently day after day the site, and ultimately the brand, will fail. 

It’s not new news but we all know the key question is, of course, how do you get the team to care? That means the whole team – from everyone in “head office” to the pot washer. How do you ensure they always want to give the customer their best and inspire others to do the same? It’s the GAS factor, as someone once described it to me.

This really hit home when I revisited The Harcourt yesterday. I used to go there a few years ago when it had a great reputation for food and service. The barman was reasonably friendly, bringing water and drinks to our table promptly, and was nice enough when I asked for menus and then ordered at the bar.

However, as we began our meeting it became obvious something was jarring – the background music began skipping tracks and the volume kept going up and down, sometimes stopping before starting again 20 seconds later. It felt like Sam Smith was being constantly interrupted while trying to get his words out. Once we became aware of it, the problem became utterly distracting. The more it changed, the more we listened, and the more infuriating it became to the point I asked the barman if he could sort it out as he seemed to be the one messing about with the system.

Nothing changed. We considered moving pubs but had already ordered our food. That’s when, of course, the issues started because by now we had become really hacked off and not in the mood to put up with any problems on the food front. We picked fault with it – no spoon with the ricotta dumplings in a broth, a tasteless chicken liver pate, no butter brought with the steak as promised on the menu, no check-back, no questioning when we left half our meals on our plates when the chef (yes the chef) came to collect them. On and on, all the time eating while listening to Sam splutter, stutter, stop and start – the poor man must have been exhausted.

I contrast this with a multi-site managing director I met the other week, who told me her waitresses run their own sections like mini profit centres and decide if, and how much, to tip their runners and back-of-house teams. They are empowered not to take out any dish they don’t want to put in front of guests. The whole team works together to ensure customers are delighted and genuinely want to tip – consistent operational excellence is a must. If the music at one of that MD’s sites was irritating guests, I’m sure she would have had something to say about it pretty quickly.

Or contrast it with Stefano’s in Silsden, West Yorkshire, which I went to last Saturday. I can honestly say I have never seen a bigger menu and certainly not one for a 30-cover restaurant with a kitchen the size of my bathroom. It was humming – every waitress delightful, every dish a joy, everything just right. I can’t even remember the music!

Why do some companies deliver operational excellence day in, day out and some struggle with the simple things such as getting the music right? Those who do it well know how. They know it starts at the top with the leadership culture and an obsession with caring – and employing people who care.

Ann Elliott is chief executive of Elliotts, the leading integrated marketing agency in the hospitality and leisure sector – www.elliottsagency.com

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Privacy Policy

The Recruitment Room is committed to protecting the privacy of our candidates, clients and users of our website and services. This policy sets out what personal data we collect from you and how we process and protect that data when you use our website or services. We will only use your personal data in accordance with the terms of this statement.

Any usage below of ‘we’, ‘us’ or ‘our’ is a reference to The Recruitment Room Ltd and The Recruitment Room.

We may update this policy occasionally. If we make any changes to our privacy policy, we will post the updated policy on our website. We therefore encourage you to visit our website from time to time in order to keep up to date with the terms of the policy and any potential changes. Amendments made to the policy will not jeopardise the protection and privacy of your personal data.

The General Data Protection Regulation (GDPR) will be applicable law in the UK from the 25th of May 2018. Your new rights in accordance with GDPR are included in this policy but will only apply once the GDPR comes into effect on the 25th of May.

Personal information we may gather from you

As a recruitment business we must process personal data (including sensitive personal data) in order to provide recruitment services to our clients and candidates. In doing so, we act as a data controller.

You may give your personal details to us directly, such as on a CV, an application or registration form, via our website or by corresponding with us by phone, email or otherwise. Personal data that we may collect includes:

name

address

email address

phone number

salary

nationality

employment history

education

referees

identification

Please note however, that this list is not exhaustive.

Depending on the nature of the role that you have applied for or that we have offered you, we may need to collect personal sensitive data. Under the General Data Protection Regulation this includes information about your health (for example details concerning any sick leave you may have taken during previous roles), information about any disability and details of any offences you may have committed or are alleged to have committed.

Personal information from other sources

We may also collect your personal information from another source such as a jobs board, personal recommendations or LinkedIn.

Do you have to provide us with personal data?

You may refuse to give us your personal and sensitive personal data. You also have the right to ask us to delete, change or stop processing your data that we already have (see below in what circumstances). If you do not provide us with personal or sensitive personal data however, it may restrict our ability to provide you with the recruitment and other related services that you have requested.

Purpose of processing and legal basis

We will collect your personal data (which may include sensitive personal data) and process that data for the following purposes:

To provide you with work-finding services to facilitate the recruitment process;

to assess your suitability for a position;

to tailor resources and services according to your preferences;

to maintain our business relationship, where you are a candidate, client or a user of our website;

to perform administration and operational functions.

The Recruitment Room must have a legal basis for processing your personal data. The legal bases we rely upon to pursue our processing purposes are:

Our legitimate interests in providing you with our services. Such interests can however, be overridden by your privacy interests; legal obligation in some cases, where it is necessary for us to meet our legal or regulatory responsibilities; your consent to data processing for the activities not covered by our legitimate interests, which we will obtain from you from time to time.

An example of a situation where we would rely on consent is when we ask for permission to introduce you to a client; contractual obligations to which you are subject. This includes situations where we are negotiating or have entered into a placement agreement with you or any other contract to provide services to you.

Legitimate interest

Where The Recruitment Room has relied on a legitimate interest to process your personal data our legitimate interests is as follows:

To offer you the tailored and efficient recruitment service you expect of us.

As a recruitment business, we introduce candidates to clients for permanent and temporary employment as well as offering clients’ vacancies to candidates. In order to do so, the exchange of personal data of our clients and candidates is essential to our operation. In order to support our candidates’ ambitions and to assist our clients with their resourcing needs, we also require to keep a database of client and candidate personal data. Furthermore, to maintain, expand and develop our business we need to record the data of prospective candidates and client data.

We want to offer you a tailored service that is customised based on the information that you provide us with. We also want to offer an efficient service, which means that we need to use your data for payroll and other administrative activities.

Third Parties

As a recruitment business we may disclose your information to third parties where appropriate. The Recruitment Room may share your information with the following third parties:

Our clients, in other words, prospective employers.

Payment intermediaries such as an umbrella company.

Pre-employment screening companies.

Government and law enforcement authorities.

Outsourced IT and document storage providers, for example servers and cloud-based data storage services.

Third party service providers, such as lawyers, accountants and technical support.

Any third party that we may share your data with must ensure the security of that data. Third parties are also obliged to only use your information for the purposes we have outlined. We will not pass on sensitive data to third parties without your consent, unless we are legally required to do so.

Overseas Transfers

The Recruitment Room may transfer only the information you provide to us to countries outside the European Economic Area (‘EEA’) for the purposes of providing you with work-finding services. We will take steps to ensure adequate protections are in place to ensure the security of your information. The EEA comprises the EU member states plus Norway, Iceland and Liechtenstein.

How long we store your information

The Recruitment Room will retain your personal data only for as long as is necessary. Different laws require us to keep different data for different periods of time.

The Conduct of Employment Agencies and Employment Businesses Regulations 2003, require us to keep work-seeker records for at least one year from (a) the date of their creation or (b) after the date on which we last provide you with work-finding services.

We must also keep your payroll records, holiday pay, sick pay and pensions auto-enrolment records for as long as is legally required by HMRC and associated national minimum wage, social security and tax legislation.

Where we have obtained your consent to process your personal and sensitive personal data, we will keep your data for 2 years after the last meaningful contact with you. Upon expiry of that period we will seek further consent from you. If consent is not granted, we will delete the personal data that we hold on you.

Your rights

Please be aware that you have the following data protection rights:

The right to be informed about the personal data we process on you;

The right of access to the personal data we process on you;

The right to rectification of your personal data;

The right to erasure of your personal data in certain circumstances;

The right to restrict processing of your personal data;

The right to data portability in certain circumstances;

The right to object to the processing of your personal data that was based on a public or legitimate interest;

The right not to be subjected to automated decision making and profiling; and

The right to withdraw consent at any time.

Where you have consented to us processing your personal and sensitive data you have the right to withdraw that consent at any time by contacting our data protection officer (see below).

Complaints or queries

If you wish to complain about this privacy policy or any of the procedures set out in it, please contact our data protection officer Carole Williams at carole@therecruitmentroom.co.uk.

You also have the right to raise concerns with Information Commissioner’s Office on 0303 123 1113 or at https://ico.org.uk/concerns/, or any other relevant supervisory authority should your personal data be processed outside of the UK, if you believe that your data protection rights have not been adhered to.

The Recruitment Room

Tel: 0113 322 0660

www.therecruitmentroom.co.uk