How Restaurateurs Can Foster Employee Retention During COVID-Driven Labor Shortages | Modern Restaurant Management | The Business of Eating & Restaurant Management News

Customer-centric. Personalized. Customer experience management.If you’ve worked in the restaurant industry over the past decade, chances are you’ve heard these buzzwords championed as top business priorities and guiding principles for success.

In the wake of the pandemic, many restaurants have reshaped their entire approach to customer engagement prioritizing frictionless digital experiences, expanded delivery options, and increased health and safety precautions. Yet, as brands reconsider how they interact with their customers, one critical element remains overlooked in the end-to-end diner experience: The restaurant employee experience.

Meanwhile, food service workers are in high demand. The U.S. The Bureau of Labor Statistics reported that the food service workforce decreased by 42,000 individuals in August 2021. Restaurateurs can’t afford to lose employees amidst the current labor shortage. The most important ways to drive restaurant employee retention boils down to…

Adam Brotman

Adam Brotman is CEO of Brightloom, where he and his team are building the first high-performance, retention marketing solution for consumer brands. A long-time technology innovator, Brotman is passionate about helping brands build meaningful and long lasting customer relationships. Prior to joining Brightloom, he was co-CEO, President and Chief Experience Officer at J.Crew, where he was responsible for launching their first-ever loyalty program. Prior to that, Brotman spent a decade in various leadership roles at Starbucks, where he served as Executive Vice President of Global Retail Operations as well as Chief Digital Officer. He was integral in developing and driving much of the company’s best-in-class digital platforms, such as loyalty, mobile apps, mobile payment, mobile ordering, customer-data driven personalized marketing, promoted and social media strategies, digital partnerships, and more.

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Adam Brotman