THEME: Care is a strategy, not a sentiment. Care isn’t something extra—it’s part of the job. It helps people stay, come back, and give their best. It builds trust between guests and teams, and often turns a bad shift into a good one. But care shows up differently depending on your role—and how far ahead you’re thinking.

HUMAN LEADERSHIP AT EVERY LEVEL – Just at Different Timeframes

TEAM MEMBERS – Caring in the Moment (3 Hours Ahead)  

On the floor, care is quick and simple. It’s the little things that make the shift smoother. These things take seconds, but they change the energy of a shift. Guests feel looked after. Teammates feel supported. Everyone wins.

• Swap out a spilled drink before the guest asks  

• Bring your teammate a glass of water during the rush  

• Notice when a guest looks uncomfortable—and check in with kindness  

MANAGEMENT – Caring Through Rhythm (3 Weeks Ahead)  

Managers show care by staying consistent—supporting the team and keeping the mood steady. When care is part of the daily routine, not just for emergencies—it keeps morale strong and people invested.

• Rotate the tough shifts so no one gets stuck with all of them  

• Check in regularly—not just when something’s wrong  

• Spot when someone’s struggling, and make time to talk  

• Show empathy, even when things go wrong

DIRECTORS – Caring by Design (3 Months Ahead)

At the top, care needs to be built into how things work—policies, systems, benefits, expectations. If the system doesn’t support care, people burn out—and the guest experience always suffers.

• Offer flexible schedules or mental health support  

• Staff properly, even when it's tight, so no one burns out  

• Create a culture where people feel safe speaking up  

• Back your managers when they make people-first decisions—even if it costs a bit more

FINAL THOUGHT - Care isn’t a “nice to have”—it’s a business strategy. It creates loyalty, lifts performance, and brings people back—for shifts *and* for dinner. And when it shows up at every level, it becomes the way we do things—not just something we say.

YOUR TURN - Can you think of a time when showing care changed the tone of a tough day—for you, your team, or a guest?