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Patron incognito : Yves Hecker - Fondateur de LES BURGERS DE PAPA | EPISODE COMPLET

ICON TV - Aventure・2 minutes read

The closure of bars and restaurants due to the health crisis has severely impacted the catering sector, prompting Yvkerer, the CEO of Dad's Burgers, to go incognito to understand the challenges faced by his employees and improve operational efficiency. Through his experiences, he identifies numerous operational issues that need addressing, such as hygiene practices, ingredient quality, and staff training, while also fostering personal connections with employees like Kilian and Isis to enhance morale and support their growth.

Insights

  • The sudden closure of bars and restaurants at midnight has severely affected the catering industry, leading to staffing challenges for roles like waiters and cooks, which are now difficult to fill due to the ongoing health crisis.
  • Yvkerer, the founder of Dad's Burgers, is participating in "Boss Incognito" to reconnect with his restaurant operations after a period focused on delivery, highlighting his commitment to understanding the challenges faced by his employees and improving the overall quality of service.
  • The franchise has ambitious growth plans, aiming to expand from 45 to 80 locations by 2023, and Yvkerer is focused on ensuring consistent quality and adherence to brand standards, particularly in food portions and ingredient quality, to enhance customer satisfaction and profitability.
  • During his incognito experience, Yvkerer discovers operational inefficiencies, such as using unsuitable potato varieties for fries and excessive napkin usage, which not only impact food quality but also contribute to increased costs, emphasizing the need for better training and adherence to procedures.
  • The narrative reveals a personal dimension as Yvkerer connects with employees like Kilian and Isis, fostering a supportive work environment that encourages growth and development, while also addressing the emotional challenges faced by staff in a high-pressure restaurant setting.

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Summary

00:00

Restaurant CEO Goes Incognito to Improve Quality

  • The announcement of the closure of bars and restaurants was made at 8 p.m. for a midnight shutdown, significantly impacting the catering sector, including professions like waiters, butlers, and cooks, which are now hard to fill due to the health crisis.
  • Yvkerer, a 38-year-old founder of Dad's Burgers, a fast food chain, is participating in a show called "Boss Incognito" to reconnect with the restaurant environment after months of operating solely through delivery and sales.
  • Dad's Burgers, which opened its first establishment in Lyon in 2013, has expanded to 45 locations across France, with a goal of reaching 80 restaurants by 2023 and employing 420 staff, generating a turnover of €33 million in 2021.
  • Yvkerer, who transitioned from a radio presenter to a CEO, sold 2.4 million burgers annually, despite being a vegetarian himself, and introduced a vegetarian burger option to cater to customers.
  • The health crisis has prompted Yvkerer to disguise himself and work incognito in his restaurants to assess operations and ensure quality standards are met, particularly in a franchise that has struggled financially since opening during the crisis.
  • During his incognito experience, Yvkerer undergoes a transformation, including a new name, "Emmanuel the Monk," and a complete makeover, which he hopes will help him understand the challenges faced by his employees.
  • Yvkerer aims to improve the profitability of a struggling franchise by ensuring that food portions, such as fries and burgers, meet brand standards, as improper portions can negatively impact customer experience and financial balance.
  • He works alongside Kilian, a 19-year-old employee, to train him on food preparation, including the blanching of fries at 150°C for 3 minutes, emphasizing the importance of using the right potato varieties for optimal frying.
  • Yvkerer discovers that the franchise has been using a non-validated potato variety, Bonata, which is unsuitable for fries, and he orders its removal from all restaurants, insisting on using the recommended Binch variety instead.
  • As the first order of the evening is placed, Yvkerer focuses on ensuring the cooking of their bestseller burger, which sells 80,000 units throughout France, highlighting the need for consistent quality to satisfy customers.

15:57

Kilian's Burger Challenge: Quality and Pressure

  • Kilian demonstrates how to prepare a burger, emphasizing the importance of maintaining the quality of ingredients, particularly the pickles, which are a costly component that significantly affects the burger's taste and profitability.
  • The recipe for the burger includes a specific number of four large vinegared pickles, which must be used consistently to ensure flavor and cost-effectiveness, although sometimes the count may vary slightly during busy periods.
  • Kitchen hygiene is critical; Kilian changes his gloves approximately every 30 minutes or after touching different items, using about 50 gloves in a typical evening, to prevent food contamination.
  • The cost of gloves has risen significantly, with daily expenses ranging from €6 to €10, impacting the restaurant's overall profit margins due to increased inflation on hygiene products.
  • The restaurant's operational efficiency is hindered by the presence of delivery bikes inside, which obstructs customer access and may deter patrons from dining in, highlighting a need for better management of delivery logistics.
  • Since the health crisis, there has been a notable decline in on-site dining, with a shift towards delivery services, which has affected the restaurant's atmosphere and customer experience.
  • Kilian struggles with the pressure of handling a sudden influx of customers, leading to feelings of stress and anxiety, particularly as he is relatively new to the restaurant environment.
  • During a particularly busy shift, Kilian experiences a moment of panic, feeling overwhelmed by the volume of orders and the expectations placed on him, which leads to a temporary loss of composure.
  • The restaurant's management encourages Kilian to take breaks when overwhelmed, but he resists, driven by a desire to prove himself and avoid disappointing his team and customers.
  • Kilian expresses feelings of low self-esteem and fear of failure, stemming from past experiences, which contribute to his stress and pressure in the high-paced restaurant setting.

29:21

Striving for Independence and Improvement

  • The narrator expresses a desire for independence, specifically mentioning the need for an apartment to live with their girlfriend, as they currently reside with their uncle. They emphasize that having their own space is crucial for starting a family and pursuing shared projects, having promised their girlfriend a better life for the past eight months.
  • The narrator reflects on their upbringing, contrasting their supportive and loving family environment with the struggles faced by others, particularly a colleague named Kyan, who has had a more challenging life. This comparison highlights the narrator's empathy and desire to help those in need.
  • Kyan, who prepared burgers for a meal, receives recognition from the narrator, who appreciates the emotional connection formed through shared experiences and music, particularly guitar playing, which serves as a bonding activity between them.
  • The narrator concludes a day of work with Kyan on a positive note, feeling hopeful about the future and the potential for improvement in their franchise's operations, despite acknowledging the challenges ahead.
  • The boss of the franchise addresses issues related to excessive costs, such as the overuse of gloves and energy waste, and stresses the importance of adhering to brand recipes, specifically banning a low-quality potato known as bonata from their restaurants.
  • The narrator visits a newly acquired franchise in Besançon, where they discover that despite high customer attendance, online reviews are disappointing, with an overall rating of 3.8 out of 5, indicating significant room for improvement in customer satisfaction.
  • During their shift, the narrator observes operational issues, including a dangerously slippery floor due to grease, which poses a safety risk for employees, and notes that proper cleaning protocols are not being followed.
  • The narrator interacts with Isis, a young part-time employee, who shares her background and aspirations, revealing that she is working to support her education in sports management while gaining confidence through her job in the restaurant.
  • The narrator identifies inefficiencies in the order fulfillment process, such as incorrect packaging and excessive napkin usage, which negatively impact customer experience and profit margins, highlighting the need for better training and adherence to procedures.
  • The narrator plans to gather feedback from a friend, Pierre-Antoine, who will act as a regular customer to provide an honest assessment of the restaurant's service and food quality, aiming to identify areas for improvement based on genuine customer experiences.

43:45

Restaurant Improvement Strategies for Customer Satisfaction

  • The narrator waited 20 minutes to place an order and an additional 10 minutes to be served, expressing disappointment in the quality of the fries, which were greasy and not crispy, indicating a potential issue with the cooking oil or preparation method.
  • The fries were criticized for being too small, with a recommended size of 5 to 8 cm, and the narrator noted that they appeared to be poorly cut, resembling fried scraps rather than properly prepared fries.
  • A brown hair was found in the fries, raising concerns about kitchen hygiene, as all kitchen staff should wear hairnets, and this incident could deter customers from returning.
  • The narrator suggested that the restaurant should focus on homemade fries to improve quality and customer satisfaction, emphasizing the importance of fresh ingredients and proper cooking techniques.
  • The restaurant's atmosphere was described as lacking warmth and life, prompting a recommendation to update the decor with frames showcasing their values, such as homemade fries and artisanal ingredients.
  • A mascot was introduced to engage customers and promote the restaurant, with the mascot distributing milkshakes and encouraging passersby to visit, which was noted to have a positive effect on customer interaction.
  • The restaurant management was advised to create special offers for students on Thursday evenings to attract more customers, as nearby establishments were busy while they remained underutilized.
  • The narrator highlighted the importance of converting negative customer experiences into positive ones, citing an instance where a staff member offered free burgers to dissatisfied customers, which could lead to better online reviews.
  • The need for staff training and process improvement was emphasized, as high turnover rates could hinder consistent service quality, necessitating ongoing training for new employees.
  • The narrator concluded that the restaurant must adapt to changing customer expectations and improve its rating, aiming for a score above 4 out of 5 to ensure business viability and customer loyalty.

56:45

CEO's Disguise and Culinary Challenges Unveiled

  • The Lyon restaurant Confluence, located in a shopping center, serves as the flagship and training restaurant for the franchise, covering an area of 200 m² and achieving record business figures as the number one in the network.
  • New franchisees receive training in various cooking processes at this restaurant, which is crucial for maintaining service quality and ensuring conformity with operational procedures.
  • The CEO is undergoing a discreet immersion at the restaurant, necessitating a disguise to avoid recognition, which includes a specially tailored fat suit that alters his appearance significantly.
  • A diversion is created by inviting Grégory Cuilleron, a former Top Chef contestant, to draw attention away from the CEO during the immersion, allowing him to blend in unnoticed.
  • Cuilleron introduces a new exotic burger recipe featuring bacon, Coulier cheese, mango, and poached suprines in chicken broth, emphasizing the importance of pre-cooking vegetables in a broth with salt, sugar, and butter for optimal presentation.
  • The CEO engages in the mechanical cutting of fresh fries, facing challenges with the equipment that leads to poorly shaped fries, prompting a discussion about reverting to manual cutting methods for better results.
  • A malfunctioning siphon filled with potato pieces is discovered, which could compromise the CEO's disguise; he offers to fix it, but is initially prevented from doing so by the production team.
  • The immersion is complicated by a lack of proper kitchen setup, resulting in a one-hour delay before service begins, with all ingredients needing to be prepped quickly.
  • The service manager, Camille, instructs the CEO on ingredient measurements, revealing discrepancies in portion sizes, such as using a handful of arugula that often exceeds the intended amount.
  • The CEO identifies a critical issue with a non-functional warming channel for candied onions, highlighting the importance of addressing operational problems promptly to maintain food quality and service standards.

01:10:11

Concerns Over Recipe Execution and Training

  • Yv expresses concerns about Camille's execution of recipes, noting that she is overly generous with ingredient portions, leading to excessive quantities that deviate from the specified recipes.
  • Yv emphasizes the importance of adhering to recipe proportions, stating that incorrect measurements result in increased raw material costs and a lack of training in a culinary training environment.
  • Proper hygiene practices are highlighted, including the necessity of changing gloves after handling food and washing hands, as well as the importance of using a net before putting on gloves.
  • Camille is described as a perfectionist who closely monitors her team, ensuring that all steps, such as putting double cheese and meat in burgers, are followed correctly.
  • The training process is critiqued, with Yv noting that fries should be prepared to order to minimize waste, and that improper training can lead to bad habits among staff.
  • After the lunch service, Yv attempts to connect with a team member, expressing a desire to understand her aspirations and provide feedback on her performance during the busy service.
  • Yv reflects on the need for improvement in training methods, particularly regarding the consequences of food waste, as he had to discard five portions of fries during the service.
  • The narrative reveals that Yv is actually the CEO of the brand, participating in a show called "Boss Incognito," which aims to understand the challenges faced by employees in the restaurant.
  • During a meeting, Yv discusses operational issues, such as the excessive number of napkins provided with orders and the need for better communication and training among kitchen staff.
  • Yv offers a marketing and communication position to a team member named Isis, agreeing to cover her tuition fees for school, recognizing her potential and dedication during their time together.

01:24:53

Boosting Confidence Through Kitchen Efficiency

  • The speaker expresses a significant boost in self-confidence and relief from receiving positive feedback about their performance in the restaurant, highlighting the importance of recipe cards for consistency in burger preparation, specifically mentioning the need for ten strips of mushrooms in each burger.
  • The conversation emphasizes the importance of measuring food portions accurately, particularly fries, to avoid waste; the speaker suggests returning to using recipe cards to count fries instead of estimating by eye, which could lead to excessive waste.
  • The speaker acknowledges the critical role of hygiene in food preparation, noting that they changed gloves at least ten times during a single evening shift, and estimates they typically change gloves around fifty times in a night, which can lead to significant costs over time.
  • A discussion about the efficiency of kitchen operations reveals that the speaker arrives for their shift around 6:45 PM and suggests that equipment, like toasters, should only be turned on when necessary to save energy and reduce waste.
  • The speaker reflects on the importance of adhering to recipes, especially during busy periods, where they may not have time to count ingredients like pickles, which can lead to inconsistencies in food preparation.
  • The speaker is offered a new position as a manager of one of the restaurant's points of sale, which comes with a salary increase of over €400 gross per month, and expresses gratitude for the opportunity and support from their supervisor.
  • The conversation concludes with a personal connection between the speaker and their supervisor, discussing life goals, such as finding an apartment, and the supervisor offering to act as a guarantor, reinforcing their supportive relationship and shared interests, particularly in music.
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