New Employees: How Onboarding works in the Bar

What should bar managers look for when recruiting and onboarding new employees? Angus Winchester gives tips on how to optimize onboarding processes in bars so that employees quickly feel secure and comfortable in their new workplace.

It’s almost impossible to open the newspaper without reading about staff shortages in just about every industry – and ours is sadly no exception. From repeated lockdowns and restrictions to poor guest behaviour, we've seen the great resignation all over the world – even in our best bars and restaurants. But the opportunity to try other (less toxic) industries has also driven many people out of the bar world and into other jobs.

Crisis as an Opportunity for better Recruitment and Employee Retention

However, the savviest operators see this development as an opportunity to refresh their teams and improve their methods for recruiting and retaining their staff. This has given new importance to onboarding, the key to improving the health and intelligence of our businesses.

Attitude vs. Experience

Many of the bars I deal with will earnestly say that they “hire attitude not experience” which is laudable but creates a large stumbling block to bringing people who are new to our industry up to speed. In fact, this is why they often tend to hire people with experience, as it is quicker to train them. However, they then have the problem of making their new employees “unlearn” their previous way of working and muscle memory and learn their new teammates ways of doing things.

A Structured Plan takes away Nervousness

Investing in a great and comprehensive onboarding experience will accelerate the process of turning new hires into engaged and goal-oriented employees. On top of that, it helps replace resignation with retention. And let's not forget the anxiety many of us feel when starting a new job: a whole new set of people and the fear that leaving the familiar old workplace may have been a bad idea. Having a new role with a clearly defined and meaningful onboarding process goes a long way toward calming nerves and improving your skills.

Job Commitment! And now?

The first phase of onboarding begins the moment the job offer is accepted. However, it can even be part of the interview process, as it is obviously a crucial factor in making an applicant choose your bar. So, first of all, new employees should be provided with all the information from the HR department and the personnel manual. They should, of course, find out in advance when and how they will be paid and what benefits and perks they will receive. But other important information, such as protection from disciplinary action or harassment, should also be communicated right at the start.

Well Prepared for the First Day

What can also be very helpful for a successful start is a brief introduction of the team members they will be working with. Pictures, names and biographies could be clearly arranged on a sheet of paper. This also allows new employees to become familiar with all the important contacts and faces at an early stage. Likewise, information about the most important regular customers, whom they will serve, could be an advantage.

Of course, menus and menu plans should also be included in the preparation materials. This way, the new employees are already well prepared on the first day and, on top of that, can demonstrate their enthusiasm and motivation for the new job.

"Trust, but Verify"

I should say at this point that this information must not only be provided, but also tested. "Trust, but verify," as Horatio Caine used to say. So, provide detailed information, but also make sure it is read and learned. The best operators use a learning management system to do this, because the information is then digital and can be in audio and video files, not just words. But even using Google Forms and Google Drive creates a way to share information and test whether it is retained. It also gives insight into the organization of the company as well as how serious they are about educating their employees.

Only One Chance to make a First Impression

Day one and week one is the next crucial phase of the onboarding process. It is the day when theory becomes reality. But it's also the day when the entire onboarding process is laid out, from exactly what will happen on each day to the milestones and tests the new employees will face. It should be logical, organised, systematic and reflect the "brand" – the personality – of the business. But it should also be human and inspiring. After all, there is only one chance to make a first impression. While we often practice this motto with our guests, the best bar operators do the same with their teammates.

Time to put Theory into Practice

This phase of onboarding is the nuts and bolts of training. As a new employee you'll see all the SOPs (Standard Operating Procedures) and SS (Service Steps) in action. The newbies familiarize themselves with the physical space. They also have to sample all the food and beverages they will be serving and selling. A nice little trick, by the way, is to let new employees eat the regular food on the menu when they start – or at least let them spend a lot of time at the bar or cash register to see all the drinks and food several times.

Dedicated Trainers instead of Shadowing

Often, the above is achieved by "shadowing" an experienced employee. However, it is unfair to expect bar staff not only to do their jobs excellently and quickly, but also to explain it in the best possible way to a newcomer at the same time. Therefore, place a dedicated instructor by the side of new hires before handing them off to a buddy they can shadow. This way you can achieve the best results.

Getting a Feel for Employees

The final part of onboarding is testing and feedback. At the end of the first day, first week, and first month, check in with new hires periodically to see how they are doing with their new responsibilities. It's important to get a feel for whether new employees are comfortable and settling in well, but also how the bar team and you as a manager are perceived.

Celebrate Milestones and Demonstrate Skills

Important milestones in the onboarding process should include not only written but also oral tests. But role-playing is also useful so that new bar staff can demonstrate in the most practical way possible how ready they already are to deal with guests.

Also, celebrate the successful passing of these milestones. My favourite operator Bobby Heugel from Anvil in Houston hosts a public graduation test/ceremony for his bartenders. At this, they must make the 100 classic drinks on their menu for $1 each. This event fills the bar with regulars and is a great event for everyone involved – which is exactly what a great onboarding should be!