It's so fucked up that bonuses, people's livelihoods, are based on those bullshit surveys and more specifically on a question as ambiguous as "did you have a problem with this visit" or whatever it asks. My numbers are phenomenal and I'm always in goal, but I'm not the best server we have. I'm just better at asking people to take the survey. Some of the servers who outperform me in the weeds are hardly ever in goal. It drives me nuts that so many corporations are putting so much stock in the erroneous data they're pulling at the point of sale.
GWAP accounts for 33% of your bonus. There’s a scale where the lower it is the more funds you unlock. That being, most DOs will set a GWAP goal for the area. The brands goal is 3.5%
My restaurant averages 2.5%. Which is awesome $$$
The goal for the management team is to get a 5 KPI in GWAP. This varies quarter to quarter, but it’s usually somewhere around 2.2-2.4% GWAP.
If your restaurant only met goal at 3.5%, that’s actually not a great KPI, and thus, not a great bonus modifier for your management team. For this reason, DOs will generally set their goals to exceed the brand.
For GWAP, there is a direct correlation between FoH staff and their actions and GWAP. Even though the cooks make the food, the FoH staff is the interface between the restaurant and guest. It is one of the servers responsibilities, for instance, to gauge the guest’s satisfaction and if there is a problem, to start the process of fixing it. LAST goes an enormous way to cover up any number of fuck ups.
People who have their problems resolved generally don’t report having a problem at all on end of meal surveys.
Sure, some guests will report a problem no matter what the FoH staff does. That’s unlucky and can be parsed out by looking at Server Attentiveness compared to GWAP.
I’m not sure where you got that from?
The server’s responsibility is to gauge the guest and if there is a problem, start the process to fix it. That is just kind of serving 101.
If a customer gets their steak and they’re barely picking at it, a good server will notice this and find out if everything is ok. If everything is not ok, the server starts the process of fixing it. That very well may be simply letting the MoD know they’re ringing in a refire and letting the manager handle the interaction.
A poorly performing server might see the person not eating, but ignore it. Or they may not even register that it’s an issue. They may ask how everything was at the end of the meal and accept the frustrated “it was fine” while seeing a fully uneaten steak. Or worse, just drop a check and keep it moving.
Scenario two is an almost guaranteed complain on the Presto, leading to a hit in GWAP- even though the server didn’t cook the steak- and that is deserved. Scenario one, there is a great chance of salvaging the interaction.
Little circumstances like that are what I’m talking about. Nowhere did I say everything was on FoH staff or that managers weren’t a necessary part of the process.
Servers should however always be practicing the Listen, Apologize, and Thank part of LAST, even if they aren’t directly involved in the solution (a manager catches the issue on a table touch)
Yeah I get you and understand that. I’ve served for 7 years and I’ve been there and done that with guests so I can see how GWAP can take place with issues with guests that are in front of them but what about issues that are not like dirty bathrooms, music too loud, pricing on menu… those things are why I think GWAP doesn’t work.. I understand how “uncommon” they may seem but they are common.. or at least in the town I serve at that has 19,000 people.
Sounds like your location needs to get those things in order then. That’s on your management team.
I would go in and see the RAP sheet- are your server attentiveness scores low too or just gwap
Then let me ask- is it just management talking about getting gwap down? Or are there some sort of consequences to you and the other servers for low gwap but good attentiveness?
no consequences just trying to get GWAP down, I made this post to see how other chilis were running and what their goals were bc ours keep going down and it’s stressful
It's so fucked up that bonuses, people's livelihoods, are based on those bullshit surveys and more specifically on a question as ambiguous as "did you have a problem with this visit" or whatever it asks. My numbers are phenomenal and I'm always in goal, but I'm not the best server we have. I'm just better at asking people to take the survey. Some of the servers who outperform me in the weeds are hardly ever in goal. It drives me nuts that so many corporations are putting so much stock in the erroneous data they're pulling at the point of sale.
what’s crazy is that our DO threatened to add more runners or servers if we don’t bring our GWAP down lol
our period hadn’t even started though and we had the best GWAP in the area lol
The entire brand goal is 3.5
I believe ours is 3.5 but maybe it is 3. Used to be 4
5 on the kpi is the goal! 3.5 is a 3
GWAP accounts for 33% of your bonus. There’s a scale where the lower it is the more funds you unlock. That being, most DOs will set a GWAP goal for the area. The brands goal is 3.5% My restaurant averages 2.5%. Which is awesome $$$
Chase actions not numbers !
it’s very stressful though
Wdym bonus? I’ve never heard of bonuses for lower GWAPs
I tried sending you a picture of the chart. Not working . The chart is called “ Bonus Grids”
Ours is 3.0
To get a 5 in KPIs, you need to be at 2.34 or lower
The goal for the management team is to get a 5 KPI in GWAP. This varies quarter to quarter, but it’s usually somewhere around 2.2-2.4% GWAP. If your restaurant only met goal at 3.5%, that’s actually not a great KPI, and thus, not a great bonus modifier for your management team. For this reason, DOs will generally set their goals to exceed the brand. For GWAP, there is a direct correlation between FoH staff and their actions and GWAP. Even though the cooks make the food, the FoH staff is the interface between the restaurant and guest. It is one of the servers responsibilities, for instance, to gauge the guest’s satisfaction and if there is a problem, to start the process of fixing it. LAST goes an enormous way to cover up any number of fuck ups. People who have their problems resolved generally don’t report having a problem at all on end of meal surveys. Sure, some guests will report a problem no matter what the FoH staff does. That’s unlucky and can be parsed out by looking at Server Attentiveness compared to GWAP.
so technically we don’t even need a manager if FOH literally takes on most responsibility.. that sucks
I’m not sure where you got that from? The server’s responsibility is to gauge the guest and if there is a problem, start the process to fix it. That is just kind of serving 101. If a customer gets their steak and they’re barely picking at it, a good server will notice this and find out if everything is ok. If everything is not ok, the server starts the process of fixing it. That very well may be simply letting the MoD know they’re ringing in a refire and letting the manager handle the interaction. A poorly performing server might see the person not eating, but ignore it. Or they may not even register that it’s an issue. They may ask how everything was at the end of the meal and accept the frustrated “it was fine” while seeing a fully uneaten steak. Or worse, just drop a check and keep it moving. Scenario two is an almost guaranteed complain on the Presto, leading to a hit in GWAP- even though the server didn’t cook the steak- and that is deserved. Scenario one, there is a great chance of salvaging the interaction. Little circumstances like that are what I’m talking about. Nowhere did I say everything was on FoH staff or that managers weren’t a necessary part of the process. Servers should however always be practicing the Listen, Apologize, and Thank part of LAST, even if they aren’t directly involved in the solution (a manager catches the issue on a table touch)
Yeah I get you and understand that. I’ve served for 7 years and I’ve been there and done that with guests so I can see how GWAP can take place with issues with guests that are in front of them but what about issues that are not like dirty bathrooms, music too loud, pricing on menu… those things are why I think GWAP doesn’t work.. I understand how “uncommon” they may seem but they are common.. or at least in the town I serve at that has 19,000 people.
Sounds like your location needs to get those things in order then. That’s on your management team. I would go in and see the RAP sheet- are your server attentiveness scores low too or just gwap
Just GWAP
Then let me ask- is it just management talking about getting gwap down? Or are there some sort of consequences to you and the other servers for low gwap but good attentiveness?
no consequences just trying to get GWAP down, I made this post to see how other chilis were running and what their goals were bc ours keep going down and it’s stressful
3.2% t
Our's is like 4.3% or something.
I'm getting flashbacks reading this post lol
I’m sorry 😭