How to Deal with Difficult Employees in Restaurants
Strategies for handling conflicts in HoReCa teams.
Difficult employees disrupt restaurant operations and kill team morale. One bad apple spreads negativity through your entire FOH or BOH crew. Address problems early and directly - ignoring issues makes them worse. Here's how to handle tough situations the right way.
Common Problem Behaviors
Know what you're dealing with. Different problems need different approaches in HoReCa management:
Typical Issues
Act Fast
Don't let problems fester. Small issues become big ones when ignored. Address concerns within 24-48 hours before they become patterns affecting your entire restaurant.
Talk Privately First
Never call out employees in front of customers or coworkers. Pull them aside to a private space - office, back room, or outside. Public confrontation embarrasses people and makes them defensive.
Private Conversation Steps
1State the Specific Problem
Use clear examples: 'You were 20 minutes late three times this week' not 'You're always late.' Facts, not feelings.
2Ask Their Side
Listen to their explanation. There might be a real issue - childcare, transportation, health. Stay open and curious.
3Set Clear Expectations
Tell them exactly what needs to change: 'I need you here by 5:00 PM for every shift' not 'Be more punctual.'
4Agree on Next Steps
Get their commitment to improve. Offer support if needed - different schedule, more training, check-ins in a week.
Timing Matters
Have these talks at slow times, never during a rush. Both of you need to focus on the conversation without service pressure. Best times: between lunch and dinner, or before opening.
Document Everything
Write down every incident and conversation. Documentation protects you legally and keeps things fair in your HoReCa operations:
Keep these notes in employee files. If you need to fire someone, this documentation shows you gave them fair chances to improve.
Offer Coaching and Training
Sometimes people act difficult because they don't know better or feel overwhelmed. Poor training looks like bad attitude. Before labeling someone as a problem, check if they need help:
Signs They Need Training
Training Solutions
Pair them with your best server or line cook for a shift. Good mentoring fixes many 'attitude problems' that are really skill gaps.
Progressive Discipline Process
When coaching doesn't work, use progressive discipline. This formal process gives clear warnings before termination in restaurant management:
4-Step Discipline Process
1Step 1: Verbal Warning
Private conversation about the problem. Explain expectations and consequences if behavior continues. Document the talk but nothing formal yet.
2Step 2: Written Warning
Formal write-up detailing specific issues and improvement needed. Employee signs it. Goes in their file. Sets timeline for change (usually 2-4 weeks).
3Step 3: Final Written Warning
Last chance before termination. Clear statement that continued problems mean job loss. Very specific about what must improve and by when.
4Step 4: Termination
If no improvement after final warning, let them go. Have documentation ready. Keep it brief and professional. Pay final check per local laws.
Serious Offenses
Some violations skip straight to termination: theft, violence, harassment, coming to work drunk or high, major safety violations. These warrant immediate dismissal, not progressive steps.
Know When to Cut Ties
Not everyone belongs on your team. Sometimes firing someone is the kindest thing for everyone involved in your HoReCa business:
Signs It's Time to Let Them Go
Keeping bad employees hurts your good ones. Top performers leave when they see problems ignored. Your best staff deserve better.
Build Supportive Culture
Prevention beats dealing with problems. Create an environment where people want to do good work and issues get addressed before escalating:
- •Regular check-ins with all staff - catch small issues early before they grow
- •Clear expectations from day one - people can't meet standards they don't know
- •Fair treatment across the board - playing favorites breeds resentment
- •Open door policy - make it easy for staff to bring up concerns
- •Recognition for good work - positive reinforcement prevents negative seeking attention
- •Address gossip and cliques - don't let negative subcultures develop in FOH or BOH
Lead by Example
Managers set the tone. If you're late, rude, or cut corners, staff will too. Model the behavior you want to see. Show up on time, stay professional, follow your own rules.
Special Situations
Some scenarios need extra care in cafe or restaurant settings:
Handling Tough Cases
"I used to avoid confrontation and let problems slide. After implementing clear conversations and progressive discipline, my turnover dropped and team morale shot up. Dealing with one difficult person saved my best three employees from quitting."
Key Takeaway
Handle difficult employees with direct, private conversations. Document everything. Use progressive discipline fairly. Sometimes firing is necessary to protect your team and business. Build a culture where problems get addressed early and good behavior gets recognized.