Overnight seemingly-- and since the new CEO took power -- the task load on managers along with under staffing has made it literally impossible to keep up with the core values and the work. Everyone I work with shares the same daily DREAD.
"Secret shoppers" give unfair and biased reports;
Pencil pushers from corporate who have no idea about real time operations seem to be "playing store" with their buddies upstairs sending 100s of emails that require acknowledgment, but there is no time and there is no overtime paid although practically everyone has to stay to finish one shift's work.
Need I mention the customers who are rude, treat the staff like minions, are too stupid to operate the ordering kiosk and then ask for extras at the deli and get angry when there is a charge -- or, they have to wait longer than 2 minutes because we are understaffed and overworked and they keep adding new menu items and methods (like soon fresh baked bread -- more time);
the cleanliness inspections are also impossible to satisfy because everyone is too busy serving the customers with a big fake smile on their face because some bozo upstairs fell for the scripting customer service sell. They ding us for having crumbs stuck between counter spaces but won't allow us to order plug-in dividers to prevent crumbs from getting there in the first place; can't use a knife either to dig out crumbs; corporate playboys are thwarting their own food and operational costs because they are working from within a fantasy bubble.
They hire idiot, spoiled college brats who are slackers but THEY get weekends off; they hire inventory managers but the FF managers do all the inventory AND have to do all the food ordering and are alone in the morning with ONE HOUR to prep all the bain maries, sizzlies and coffee stations while people are already lined up a the door ; and have to work the deli which starts backing up at 10am and doesn't stop until 3pm; and order according to corporate's un-real-time analyses, hence adding to spoilage and decreasing manager bonuses. I can go on and on.
