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| Waiter Training Newsletter |
Books & Manuals Restaurant Training Manuals Training Book for Waiters & Waitresses There’s a Thief Among Us!
It starts with the cash drawer being short once in a while. Then it becomes more frequent until, one day, you realize you have a thief among your staff. Unfortunately, it is not an isolated incident; it keeps happening! Fortunately, it is usually one individual who thinks he/she is clever enough to keep the charade going. That makes it easier to locate the guilty person.
It is probably stated very clearly in your handbook and/or hiring papers that stealing will not be tolerated and will result in immediate termination. If it isn’t, it should be. Make it clear that there aren’t any second chances when it comes to theft. Most people will tell you that a thief will not stop once caught; he/she will simply devise new ways to steal. Keep in mind that it is not always about the money; it is a thrill to some people to try it and get away with it!
At the risk of generalizing, a cashier or host will most likely not be the thief, and not because those positions are filled by more honest people. It is simply because it is too obvious for a cashier or host to be stealing from the cash drawer. They are the first people to be suspected and they know that. Don’t be surprised when it turns out to be someone who doesn’t appear to need the money. It can be someone who is gregarious and fun-loving and knows that he/she will be the last to be suspected.
You will have to narrow the shortages down to shifts and eliminate employees from your circle of suspects systematically. You absolutely must have solid proof before you attempt to confront the suspect with your findings.
Theft can also be in the form of employees allowing friends and family to get “freebies” and not charge for drinks, desserts, etc. This type of theft is more insidious and appears very harmless to the thief. It may not be a malicious act at all; indeed, many employees are under the impression that the owner of a restaurant must be rolling in money. A server might think it won’t hurt to give away a couple of drinks or a dessert here and there; it’s only a couple of drinks and a dessert here and there! You can see where I’m going with this.
A simple chart showing the cost of every employee doing that activity every night for a month could be very effective. Charting out costs that your servers directly affect and talking about it in an employee meeting should deter conscientious employees from further damaging behavior.
There will always be those who simply don’t care and will continue the behavior. You must write it up when it is discovered and you must follow through with the appropriate consequences. If your policy is “stealing equals termination,” then you must follow your rules. If you bend that rule once for one person, you will have to bend it for all. You might as well do away with your policy. A server will talk and he/she will tell others that he/she just got reprimanded – but he/she still has a job! Translation: “The rules don’t mean anything to management/owners. We can get away with anything here!” You have no respect and no credibility. You don’t deserve those accolades.
I recommend talking with your attorney about the best way to handle a thief. Theft is going to happen and it must be dealt with quickly and without much ado.
Susie Ross has been involved in the hospitality industry for ten years
. She has just written a definitive work on front of house customer service and techniques for waiters and waitresses. For more information about Susie's book, "A Waiters Training," her training manuals and training seminars please visit her at http://www.waiter-training.com or email her at susie@waiter-training.com.©Waiter Training 2003
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