When your staff won’t accept second-rate software
For many of the 12,000 employees who work at Mexican-inspired restaurant chain Guzman y Gomez, it's their first job.
But while they may be new to the world of work these digital natives bring a lifetime of experience in using technology, which means high expectations about the tools and platforms they use at work, according to Tianna Walton, head of people services at Guzman y Gomez.
Speaking at the recent Workday Elevate Summit in Sydney, Walton said this group of employees grew up in a world with smartphones, the internet, social media, and having everything available at the press of a button.
“And this cohort, they really want the tech that they're using at work to match the tech and the experience that they're having at home,” she said.
“That is a big challenge for us at the moment.”
Walton said the business was in the early stages of exploring potential AI solutions that could free up employees from administrative or repetitive tasks, allowing them to focus on the food and customer experience.
“For us at GYG, when it comes to AI, the biggest challenge is that our workforce is so excited about this space,” she told the conference during a panel discussion.
"With that comes an expectation that we do it really well, which I'm sure you could say is a great problem to have. But there is that expectation that it is really polished and perfected to actually match the experience of these digital natives who are working at GYG.
“Because if it ends up being a clunky experience, or not very smooth, not the most user-friendly, there will be pushback and our workforce could potentially even reject the solutions.”
Walton says the business is in a massive growth phase, with plans to open 40 new restaurants, and will look at opportunities across all areas to drive efficiency.
It has already implemented several Workday modules and plans to roll out more.
Walton said she is proud the tech solutions were designed for restaurant workers on the frontline.
“A lot of our workers are not sitting behind a computer. They are literally in the line at the restaurant rolling burritos, speaking with guests in the restaurant, and I think we did a fantastic job of making it a mobile-first experience,” she said.
“We want to make sure our team members can see the opportunities to go from a crew member position—say it’s their first ever job in the workplace—all the way through to a restaurant leadership role and potentially into a support office position as well.
“For us, it’s about giving them the visibility and practical pathways—these are the skills that are needed at each stage of the journey to progress further and make them aware they can have a long-term and lasting career with GYG as a business, rather than maybe thinking of this industry or this role as somewhat transient."
