Interview: The Impossible Task of Managing a Restaurant

"Run by a group that operates nine sister locations, this restaurant was forced to abruptly close for dine-in service in mid-March and pivot to carryout, curbside pickup, and a local delivery partnership with little guidance from senior leadership. Communication from corporate was inconsistent—marketing posted updates publicly before managers were informed—and promised supports (a $1.50-per-hour raise and bonuses) have not fully materialized. Reopening preparations were rushed (three days), with the store told to operate at one-third capacity and require masks; PPE shifted from bandannas to disposable masks to thin cloth masks that fit poorly, and employees were told to buy replacements for $6 if they lost the two provided. Frontline staff have faced aggressive, anti-mask customers, including shouting, close confrontations that sprayed saliva, and threats, while HR minimized safety concerns and two experienced managers resigned rather than reopen under those conditions. Managers report chronic anxiety, lack of authority or resources to protect staff, and growing consideration of quitting if leadership continues prioritizing image and profit over employee safety or if anyone in their families becomes ill." - Julia Gomez Kramer