The Cheesecake Factory – Los Angeles, CA
documents for management and department use. Reporting to the Vice President, Investor Relations, you will be part of a hands-on, dynamic team of… ClickCast
It's corporate but not militant, still pretty relaxed atmosphere to work in.
CTS reports are taken into consideration 100%. So if a random person is a secret shopper, a person who can get a free meal through contacting the company through the internet, and they liked or disliked your service, they can and will be filed in your report. If you get 3 below 70% no matter the time span, then you are fired. If you're a good employee or not. Corporate gives no exceptions, and managers don't even check to see , they take the guests word for true no matter if they lied or not. The guests can say whatever they want and are always viewed as correct over the actual employee, the guests side will always be listened to, the employees won't- shouldn't it be the other way? A guest can leave, and often does, leave no tip, employees are not allowed to ask if there was a problem with the service, or they will be fired, and a manager will never stick up for the employee and ask if there was a problem to the guest. Basically the guest can always get their way, including getting their meal for free no matter what the complaint. The employee is secondary, but without the employee there would be no guests!
Advice to Management
To genuinely listen to the employees. Yes, there is a large turn around in staff, but mainly because of these reasons, employees don't feel supported, and are assumed that it was the employees fault, when that is largely not the case. If an employee gets a bad CTS report, then it is weighed 100%, but should be more so 50-60%. A manager should then sit down in the employees section and be waited on to see for themselves if the employee is doing their job correctly. The rules in the CTS report are too unrealistic since tables are triple seated 2 out of 3 times, no matter how many times this is brought up. Only because management is pressuring the front desk to seat quickly, thus the root of the source is management. Since the cheesecake Factory is family style food, and portions are ridiculously large it attracts lower income families, that for the food sold it does not match the money made, since people are not aware, or ignorant to tipping, so the management should support the staff and question if the service was good if no tip was left. Or include an 18% gratuity automatically to every table. Also within the company to claim 12% at the end of each shift is mandatory, even if that money was not made, which is illegal.