DIFFICULTY OF GETTING SHIFTS: Part-timers use an app to indicate their availability each day for the following week, and shifts are assigned by the managers based on these timings. However, it is not guaranteed you will receive shifts, as there are challenges due to the high number of employees and difficulties in managing shift allocations. If you have a busy schedule compared to someone who can dedicate their entire week to the outlet, you will likely only receive a single shift for about 5-6 hours. From my experience, I rarely received shifts as I was "less experienced" in several workstations (fryer, drinks, runner, custard, etc.), while my friend, whom I'll call "Theo," was assigned to the grill every shift he got and thus had "decent experience" in the grill station. During busy days like public holidays, the more "experienced" employees are prioritized, which was the case with my friend. Additionally, working on the eve of each public holiday is required to be able to work on the holiday itself. After about 3 months, my shifts were frequently removed at the last minute with insufficient explanation from the then-general manager. This happened four times in a single week. According to Theo, most shifts are still allocated with bias.
MISUSE OF AUTHORITY: General and Assistant General Managers misuse their authority by altering employees' shifts based on how they are treated. If a manager is displeased with you during a shift, they may shorten your shift and send you home, as well as remove your upcoming shifts. Addressing underperforming new part-timers or failing to show a medical certificate for minor conditions can also upset them. Overall, if you plan to work here, be prepared to contend with a managerial system that may misuse its authority.
STAFF MEAL POLICY: In most F&B outlets, it is common practice to provide free staff meals. Here, not only are breaks limited (except for water breaks or if you work 12 hours or more), but staff meals must be consumed after your shift. When I worked there, the "staff meal" was a 60% discount for 2 hot and 1 cold items. Now, you can only have 1 hot and 1 cold item, and the meal must be consumed on the premises. Additionally, employees must take a picture of their meal and receipt and send it to a group chat for record-keeping.
MANPOWER MANAGEMENT: The outlet struggles with managing its workforce and employee intake. For instance, a new Shake Shack outlet in Kuala Lumpur, Malaysia, recently opened. Before opening, staff members were sent to other outlets for training. The Orchard outlet received some of the new managers, who were often unmotivated and indifferent. This highlights the need for improvement in the training system. Additionally, handling new batches of part-timers, such as recent secondary school graduates looking for part-time jobs, leads to clashes between old and new workers, resulting in fewer shifts for everyone. The previously mentioned bias in shift allocation further demonstrates the challenges in managing new workers and ensuring fair treatment.
STAFF TREATMENT: I have a friend who worked with me but quit much later. For anonymity, I'll refer to him as 'Theo.' Theo, who was assigned to the grill every shift for the first few months, stayed on after I left due to my shifts being removed last minute four times in a week. During my resignation, many of my friends also left due to conflicts with the managers. I say this objectively, but the employees often knew how to manage the system when I was there. After I left, the system became disorganized due to conflicts and mismanagement. Employees left one by one, and now I am unsure if there are enough competent staff still working there. According to Theo, the kitchen is divided, with management on one side and many experienced staff on the other, with new part-timers caught in the middle. Theo, despite being experienced, is still paid the same as less experienced part-timers. Managers take advantage of part-timers by not informing them that they can leave at 11 pm (the closing time) for night shifts. At 10:30 pm, the kitchen stops taking orders and starts cleaning up. Part-timers are expected to help with closing. However, at 11 pm, managers do not inform them that they can leave, leading them to stay until 11:30 pm or later. Managers claim they will write down the end time as 11 pm, so the extra work does not count as overtime. Now, employees only need to scan a QR code to check in but not when they leave, potentially working overtime without being compensated. This issue particularly affects new part-timers, who may be unsure about when to leave.
