How to Handle Poor Performing Pub Staff

Right, let’s be honest here. We’ve all had that member of staff who just isn’t pulling their weight. Maybe they’re always late, giving customers attitude, or simply not doing the job properly. It’s one of the biggest headaches we face as pub landlords, but ignoring it isn’t an option.

Poor performing staff don’t just affect your bottom line – they drag down the whole team and can seriously damage your pub’s reputation. The good news? There are clear steps you can take to either turn things around or move on professionally.

Document Everything From Day One

Before you do anything else, start keeping proper records. Write down specific incidents with dates, times, and details. “John was rude to customers” isn’t enough – you need “John told Mrs Smith her complaint about the steak was ‘not my problem’ on Tuesday 15th at 7:30pm.”

This documentation is crucial whether you’re trying to help them improve or need to let them go. Without it, you’re just having a chat that won’t lead anywhere productive.

Have the Difficult Conversation

Once you’ve got your facts straight, sit down with them privately. Be direct but fair. Explain exactly what the problems are, show them the impact on the business, and listen to their side.

Sometimes there are genuine reasons behind poor performance – personal issues, lack of training, or unclear expectations. If they’re willing to improve and you believe they can, set clear, measurable goals with specific deadlines.

For example: “You need to arrive on time for every shift over the next four weeks” or “Customer complaints about your service must stop immediately.” Make sure they understand the consequences if things don’t change.

Create Better Systems to Prevent Future Issues

While you’re dealing with current problems, think about preventing them in future. A proper staff rota system helps everyone know exactly when they’re working and what’s expected.

Clear training procedures also make a massive difference. When new staff know exactly how to do their job properly from the start, you’ll have fewer performance issues later on. Our free front-of-house app at SmartPubTools includes features that help you track staff schedules and performance, making these conversations much easier.

If someone doesn’t improve after you’ve given them a fair chance, don’t drag it out. It’s not fair on your other staff, your customers, or your business. Sometimes the kindest thing for everyone is to part ways professionally.

Ready to get better control over your staff management? Try SmartPubTools for free and see how proper systems can transform your pub operations.