00:02okay you guys the supplier is coming in next week and I want the storage room
00:07reorganized before then Marcus I'll need you to coordinate that on Thursday sure
00:11and I want to talk about how we handle table turnover during peak hours the
00:16last two Saturdays we had a bottleneck at that pass that slowed everything down
00:19well that's a kitchen communication issue that's not front of house it starts
00:23at front of house when the runner doesn't communicate with the host the
00:26whole floor backs up we all own that every week and I want to be clear that
00:31how the front of house runs during service is a reflection of what we're
00:34trying to build here the culture of this floor matters such a waste of time before
00:39the lunch rush I agree I have tables to prep sorry but standing here listening to
00:45a speech about culture isn't how I choose to spend my morning are you guys
00:49finished Claire we do this every week it's always the same speech then it should be
00:55easy to listen to well we're just saying like we know who what to do tell me
01:00what the material is what if you know it tell me what are the three things I say
01:05every week yeah I mean it's obviously team culture presentation and
01:15communication with the kitchen and do those things happen mostly mostly is why
01:20we're still having this meeting okay and there's one more item and you can get
01:26to your tables a new hire is starting today front of house your shift your
01:30section his name is Ryan I have a supplier meeting I can't move so you two
01:35will walk him through the floor and get him ready before we open yes what's his
01:40experience front of house treat him the way you want to be treated on your first
01:45day how long do you give them I don't know one full chef out of charity I'm gonna
01:53say two hours max before the lunch rush definitely you're really optimistic hi I'm
02:04Ryan good to meet you both hi is this the new server I guess so um okay like I'm so
02:15sorry but like Claire had to step out and she left us to kind of get you settled
02:18before service no problem what do you need for me well nothing yet we'll kind of
02:24have to figure out what you can actually do like once we know more about the
02:28whole situation my situation is that I'm here to work sure yeah like what
02:36happened dude accident years ago and you've done front of house before a
02:42place like this I've done for the house yes because like our section moves fast
02:47okay so we can't be carrying someone who slows the floor down I understand that
02:53I'm not asking you to carry me okay what about like if there's a fire what would
02:58you do for a fire evacuation I'm just no it's a good question yeah what would
03:02you do well in a fire I'm probably lost one out or not out at all and I've made
03:06peace with that all right well we might just want to like set you up on probably a
03:13smaller station fewer tables less ground to cover or like wheel over what
03:18station do you and Marcus work we work the main floor then I'll work the main
03:21floor Ryan dude listen man I'm not trying to be difficult okay I'm just being like
03:27totally realistic a place like this it has like a certain image to maintain and
03:33our customers they expect a particular kind of service experience so what does
03:39that mean well it just means the floor needs to move a certain way fast clean
03:44professional and you think I can't do that I think you might find like somewhere
03:49less demanding a better fit I've heard this speech before dressed in different
03:53languages every time but it's the same speech sorry man I mean that just being
03:58honest you know you're making assumptions about what I can do based on what I look
04:02like seated that's not honesty that's something else
04:04right you know I he's just trying to help you right like we don't want you to
04:07walk into something you're not ready for sorry you can't walk wheel into
04:13something you're not ready for I'm ready and the two of you should know that
04:17Claire will want to know about this conversation come on man this be cool
04:21I'm just asking a reasonable question which question was reasonable the fire
04:26evacuation question it's like a real concern well you asked it three minutes
04:30after meeting me before we talked about anything else you want to tell me it was
04:34purely about logistics I'm not here to make this hard for anyone I'm here to work a
04:38shift that's all okay sure I guess we should ease up a little bit she hired him
04:46for a reason Ryan I'm sorry we totally got off on the wrong foot or two like
04:54wrong feet that don't work right so fresh start sure good the coffee station needs
05:02restocking and there's a pastry tray that needs to come up from the kitchen okay
05:06where's the kitchen over that way through the back oh my god I can't
05:14believe she literally hired someone in a wheelchair yeah this is crazy oh my god I
05:18can't stand her
05:29dude the pastries aren't arranged correctly all right don't need to be redone
05:34before service yeah oh and by the way the coffee's gonna be totally lukewarm by
05:39the time we open so I made the coffee five minutes ago it's not lukewarm okay
05:43well it will be then I'll make more coffee five minutes before we open the tray still
05:48needs to be rearranged so how do you want it arranged not like that I've done
05:53everything you asked and the issue has never been the coffee or the tray you know
05:57that I know that can we stop pretending it's about the tray come on man you're
06:01overreacting about this you know if you can't handle a busy restaurant that's
06:06really kind of information we probably should have had earlier seriously what
06:09have you been doing since I walked in is not orientation it's not concern and I'm
06:13not going to absorb it quietly for the rest of the shift dude nobody's doing
06:17anything to you man we asked you to do two things after you told me I'd be better
06:21off somewhere else after you asked if I could handle a fire evacuation after you
06:25implied I needed adaptive menus because of my wheelchair okay so it seems like
06:29you really probably need to develop some thicker skin if you're going to work in
06:33a restaurant I have very thick skin that's why I'm still here
06:41Claire we were just Ryan walk me through the shift so far I came in and Diane told
06:49me that you left them to babysit me Marcus asked what happened to me and
06:53whether I could physically manage the floor he asked about fire evacuation it was a
06:57logistics question continue he suggested I might need adapted menus Diane suggested I
07:04work a smaller station Marcus said the restaurant has an image to maintain and I
07:08might find somewhere else less demanding a better fit we were just being honest
07:12with him about the piece of this restaurant no I didn't ask you though after I
07:17said I'd tell you about the conversation they offered a fresh start Marcus sent me to
07:22get the pastry tray and mentioned it was heavy thank you Ryan was not hired as a new front of
07:30house employee what he was hired to come in work a section and show me what the
07:36culture of this floor actually looks like when I'm not in the building you set us up I needed to
07:41understand something I've had three staff members leave in the past eight months okay
07:47I mean people leave jobs that's totally normal two of them said me notes I don't
07:53usually get notes would they say that they liked the restaurant that they didn't like
07:59coming in that's so vague I mean really that could mean anything yeah one of them
08:04specifically mentioned feeling unwelcome when they made mistakes the other said they
08:09had to felt like they had to prove themselves every single day what's that
08:11about I mean that's just like the job right you have to earn your place on the
08:17floor Ryan earned his place in the first five minutes you just weren't looking for
08:24it what come on this is like entrapment you can't use any of this I'm the owner of
08:31the restaurant there is no law against observing how my employees treat a
08:34colleague the question of legality is not the issue then what is a person came
08:40in here this morning extended his hand and was treated to be managed as a
08:44problem that's what it is okay I'm sorry we were just being realistic with him
08:49about how this restaurant works yeah this is not the first time something like
08:53this has happened in my restaurant but it will be the last come on Claire both of
09:00you're dismissed not at the end of service now your final pay will be
09:07processed you're gonna fire us yes over this over this and everything it
09:14represents
09:25I'm sorry you had to go through that wasn't easy I know I wouldn't have blamed you if you
09:31walked out I thought about it what kept you I wanted to finish the job I'm gonna
09:37change how I run orientation going forward who trains new staff what's
09:42expected what's not tolerated good thank you thank you
09:49let's have a good shot let's do it
