BIRMINGHAM, Mich. – Running a restaurant can look a lot like the HULU-TV series The Bear – where it’s portrayed by impossible demands and miserable employees – all percolating in a stressful environment.
But Hazel’s co-owners Beth Hussey and Emmele Herrold have proven it doesn’t have to be that way.
When it came time to open their Birmingham restaurant in 2018, they dismissed outmoded processes and replaced them with an innovative, employees-first approach. It has carried the popular seafood spot straight through a challenging pandemic and changing times in the industry.
From Day 1, Hussey and Herrold made a conscious decision to foster work-life balance for themselves and their employees in an industry where it didn’t seem to exist. Managers were asked to work 40-to-45-hour weeks, that’s at least 10 to 20 hours less than the industry standard. The owners made the same health insurance policy they have themselves available to their employees, also an unprecedented move.
“We were trying to break the mold that a restaurant manager’s life had to mean 60-hour work weeks that included nights, weekends and holidays,” said Hussey. “We truly believe our employees are our best asset. We treat them with respect and compassion.”
Perla Marrufo can attest to it. She has worked for Hazel’s for four years as a server and bartender.
“They are both hard-working women in business who have created an environment that is productive and enjoyable – not only for guests that come to Hazels, but also for the staff,” said Marrufo. “The mentality at Hazel’s is always about working together and getting the job done without the usual stresses and toxicity of most restaurant jobs. They have created an amazing management team. Working with them all makes me feel inspired.”
Hazel’s employees make competitive wages. Servers can count on lucrative tips – all due to the structure of running a casual seafood restaurant. Hazel’s menu ranges in price but leans toward higher-end fare, like Lobster Rolls and fresh-caught oysters. Yet the environment is decidedly more casual and welcoming to all ages.
It’s a magic combination, Hussey said, that makes it possible to better support their loyal staff.
It’s no secret that Hussey and Herrold excel when it comes to employee training. Hussey even developed an app, Shifty, based on her long-proven system. It was designed to empower service teams and retain employees. And Hazel’s staff are among thousands of users who rely on it for training, scheduling, communication and more.
“With our ever-changing menu, Shifty makes it so easy to educate the employees with the information they need,” said Hussey. “It actually eliminates the need to have a costly staff meeting to train.”
Shifty’s suggestion box feature allows owners to hear feedback anonymously and implement changes quickly and efficiently. And Hazel’s guests benefit too. Because servers have the menu in the palm of their hands, they are quick to respond with options when guests ask about allergies or dietary restrictions.
“It’s a real tip-getter,” said Hussey.
In recent years, the challenges of inflation, higher food costs and higher salaries hit restaurants – like most businesses – hard. Many were faced with tough decisions to raise prices or add charges for credit card payments just to make ends meet. But Hussey and Herrold stayed true to their vision. They don’t cut corners. Herrold said she refuses to sacrifice the quality of food just to save money.
“We have sacrificed a percentage of our profit for happy employees and happy guests,” said Hussey.
Hazel’s managers are asked to treat employees just as they treat guests – to provide anything they need.
Running too low on coffee cups? Herrold encourages her staff to text her directly. And she provides it within a day.
“I don’t want our employees to work in a place where they don’t have what they need,” Herrold said. “We put our employees lives first.”
This is a philosophy that fosters loyalty. Where the restaurant industry sees turnover after 1 month and 26 days, Hazel’s has found that their employees, on average, stay for more than 2 years. Some managers have remained on staff since the restaurant opened.
“We care about our people,” added Herrold.
ABOUT HAZEL’S
Open since 2018, Hazel’s serves up a seasonal menu of authentic regional seafood and an experience to match. Hazel’s is open for casual dine-in experience or convenient curbside carryout from 11 a.m. to 10 p.m. Tuesday-Friday; 11 a.m. to 10 p.m. Saturday and 11 a.m. to 9 p.m. Sunday. The women-owned establishment is located at 1 Peabody Street in Downtown Birmingham, Michigan. Learn more, make a reservation or place an order at EatatHazels.com. Call 248-671-1714 for parties larger than 8 people.
