How to Deal with a Difficult Pub Employee

Every pub landlord faces it eventually – that one member of staff who’s driving you up the wall. Whether they’re constantly late, rude to customers, or just can’t seem to follow simple instructions, difficult employees can poison your pub’s atmosphere faster than a bad pint.

The good news? Most staff issues can be sorted with the right approach. Here’s how to tackle problem employees without losing your sanity or your licence.

Have the Conversation Early

Don’t let problems fester. The moment you notice consistent issues, sit down with the employee for a proper chat. Not during a busy shift – find a quiet moment when you can both focus.

Be specific about what’s wrong. Instead of “you’ve got an attitude problem,” try “yesterday you were short with three different customers at the bar.” Give concrete examples they can’t argue with.

Listen to their side too. Sometimes there’s more going on – personal issues, confusion about expectations, or problems with other staff. You might discover the real issue isn’t what you thought.

Set Clear Expectations and Document Everything

After your conversation, put everything in writing. Send a follow-up email outlining what you discussed, what needs to change, and by when. This isn’t about being harsh – it’s about being clear.

Create measurable goals. “Be more professional” is useless. “Greet every customer within 30 seconds and maintain eye contact during service” gives them something concrete to work with.

Start tracking their performance properly. Our staff performance tracking guide shows you exactly how to monitor improvements objectively, which is crucial if things escalate to disciplinary action.

Know When to Cut Your Losses

Sometimes, despite your best efforts, an employee just isn’t right for your pub. If you’ve given clear feedback, provided support, and they’re still not improving after a reasonable timeframe, it’s time to make the hard decision.

Follow proper dismissal procedures – get advice from ACAS or your local business support if you’re unsure. Document everything you’ve tried, keep records of incidents, and ensure you’re protecting both your business and doing right by the employee.

Remember, keeping a disruptive staff member often costs more than replacing them. Poor service drives customers away, and negative staff attitudes spread quickly through your team.

Running a successful pub means building a team that works together and treats your customers right. Sometimes that means making tough decisions about who’s on that team.

Ready to get your pub operations running smoothly? Try SmartPubTools free – our front-of-house app helps you track staff performance, manage shifts, and keep your team accountable, so you can focus on what matters most.