Making pub staff feel valued

Staff turnover levels in the pub trade are a bit scary. The big managed companies often talk about turnover levels of about 150%, which means that everybody has to be replaced one and a half times a year.

It's an area where licensees should be able to steal a march on their managed neighbours by creating a fun and rewarding work environment. Quality service, a key differentiator in this sector, will only be provided by staff who feel valued.

This week provides a clutch of examples from the big boys of how making an extra effort with staff can transform the way they feel about work — even in an industry not renowned for the size of its salary slips.

Orchid Group, which has 5,000 staff, has secured fifth place in the annual Sunday Times list of the best companies to work for by acting like a very small employer. It has picked up a special wellbeing award and the gong for most-improved company.

Orchid management ensure that staff feel they know senior management — and are appreciated. A lot of what Orchid does isn't costly — it's more about taking time to notice people, thank them and communicate.

All staff get birthday cards signed by boss Rufus Hall, Halo awards recognise hard workers and staff members get 50% off food and drink on the premises. There's a regular video update on how the company is doing and a monthly draw that includes prizes ranging from hot-air ballooning to fashion makeovers. Staff turnover is down to 46%.

Just as impressive among the big boys is Inventive Leisure, which runs the Revolution vodka bar chain and has risen on the Sunday Times best small companies to work for list for four consecutive years. Its managers feel they receive first-rate training and support combined with the freedom to use their initiative. The firm excels at encouraging managers to create a real sense of team work at the pub level.

Their staff reported they had fun with colleagues at work in higher numbers than any of the other 99 businesses on the list. They also reported their team feels like a family (the fourth highest score among the 100 companies), working with colleagues gives them a buzz (third highest) and colleagues care about each other. Pub managers feel a real sense of ownership, not least thanks to meetings with directors six times a year where the emphasis is very much on the shop-floor detail.

Also deserving of a pat on the back is Punch Taverns, which scored 21st in the table of the best large companies to work for, despite a two-year pay freeze and redundancies. Again, it's noticeable how important communication is.

It was scored well by staff because they receive regular face-to-face briefings to hear about how the business is faring — and have decisions explained clearly to them. How do your staff feel about working for you?