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

ICON TV - Aventure・88 minutes read

The closure of bars and restaurants has severely impacted the catering sector, prompting Yvkerer, CEO of Papa's Burgers, to disguise himself and work incognito to assess operations and improve customer experience. Despite facing challenges such as ingredient quality, hygiene practices, and employee turnover, Yvkerer plans to enhance the restaurant's performance and foster a supportive environment for staff while aiming for increased customer satisfaction.

Insights

  • The announcement of bar and restaurant closures at 8 p.m. for a midnight shutdown has had a profound effect on the catering industry, leading to job losses for many workers like waiters and cooks, and highlighting the fragility of employment in this sector during crises.
  • Yvkerer, the founder of Papa's Burgers, is taking proactive steps to improve his restaurant's performance by working incognito to identify operational issues, demonstrating a hands-on approach to leadership and a commitment to enhancing customer experience and profitability.
  • The challenges faced by employees like Kilian, who is new to the fast-food environment, underscore the intense pressure and stress that can arise in the kitchen, emphasizing the need for effective training, support, and hygiene practices to ensure both staff well-being and high service standards.
  • The restaurant's management is focusing on improving operational efficiency and customer satisfaction, addressing issues like excessive waste and ingredient quality, while also exploring innovative marketing strategies and menu enhancements to attract more customers and boost profitability.

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Recent questions

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Summary

00:00

Restaurant Owner Goes Incognito to Improve Business

  • The announcement of the closure of bars and restaurants was made at 8 p.m. for midnight, significantly impacting the catering sector and employment opportunities for waiters, butlers, and cooks.
  • Yvkerer, 38, founder of Papa's Burgers, aims to reconnect with the restaurant field after months of operating solely through delivery, participating in an incognito experience to assess his business.
  • Papa's Burgers, established in Lyon in 2013, has expanded to 45 locations with a goal of reaching 80 by 2023, employing 420 staff and generating a turnover of €33 million in 2021.
  • Yvkerer transitioned from a radio presenter to CEO, motivated by a desire to create his own business after resigning from his previous job, defying family expectations about entrepreneurship.
  • The restaurant chain sells approximately 2,400,000 burgers annually, and despite being vegetarian himself, Yvkerer successfully introduced a vegetarian burger option to the menu.
  • To improve his restaurant's performance, Yvkerer disguises himself to work incognito, aiming to identify issues affecting customer experience and profitability in a struggling franchise.
  • The incognito experience includes a makeover, where Yvkerer adopts a new identity as "Emmanuel the monk," preparing to observe operations without revealing his true identity.
  • Yvkerer plans to assist a 19-year-old employee, Kilian, during a busy evening service, emphasizing the importance of hygiene practices like handwashing and wearing gloves.
  • Kilian, who has been working for a month, shares his aspirations and experiences, including his professional cooking background and the challenges faced during the COVID-19 pandemic.
  • The franchisee purchased 70 kg of Bonata potatoes, which are not ideal for frying, highlighting the need for better ingredient selection to maintain quality and profitability in the restaurant.

14:51

Restaurant Challenges Amidst Delivery Demand

  • The Bonata product is banned from all restaurants, with Binch potatoes recommended for customer orders starting at 6:30 p.m.
  • Daddy's Burger, a bestseller, sells 80,000 units across France, requiring precise cooking control for quality.
  • Each burger assembly includes specific ingredients: four pickles, fried onions, and a unique sauce, crucial for maintaining taste and profitability.
  • Staff must adhere to recipes to ensure profitability, as pickles are one of the most expensive ingredients affecting budget balance.
  • Kitchen staff typically change gloves every 30 minutes to maintain hygiene, with Kilian using about 50 gloves per evening.
  • Gloves have seen significant price inflation, costing between €6 and €10 daily, impacting overall profit margins.
  • The restaurant primarily serves delivery orders post-health crisis, leading to fewer dine-in customers and operational challenges.
  • Delivery bikes clutter the restaurant entrance, potentially deterring customers and causing management concerns about organization.
  • During peak hours, Kilian struggles with stress and organization, leading to feelings of being overwhelmed and loss of focus.
  • Kylian's discomfort prompts a break to regain composure, highlighting the intense pressure and self-imposed stress in the kitchen environment.

27:22

Struggles and Aspirations in the Restaurant World

  • The speaker expresses feelings of inadequacy and fear of disappointing others, stemming from childhood failures and low self-esteem, which creates significant pressure in their current role.
  • The speaker reveals a desire to open a restaurant, indicating they are turning 20 soon and feel lonely, having only their girlfriend as a close companion.
  • They share a challenging childhood, having spent eight years in a home where they faced harassment, which has left lasting emotional scars and a sense of disappointment in relationships.
  • The speaker aspires to have their own apartment to live independently with their girlfriend, emphasizing the importance of stability for future family plans.
  • Acknowledgment of the speaker's culinary skills comes when their boss recognizes their contribution to a successful meal service, boosting their self-esteem and sense of accomplishment.
  • The boss plans to address budgetary issues in the franchise, focusing on reducing costs related to excessive glove use and energy waste, while emphasizing adherence to brand recipes.
  • The speaker observes a restaurant with a low customer satisfaction rating of 3.8 out of 5, indicating a need for improvement in service and food quality.
  • A young employee named Isis, who is studying and working part-time, shares her experience and challenges in the fast-food environment, highlighting the need for safety measures like overshoes.
  • The speaker notes the greasy floor in the restaurant, which poses a safety risk, and emphasizes the importance of cleanliness and proper footwear for employees.
  • The interaction between the speaker and Isis reveals a supportive work environment, where employees learn from each other and grow, despite the challenges they face in the fast-food industry.

40:32

Restaurant Service Issues and Customer Feedback

  • A customer received an incorrect extra item, highlighting a failure in service, as they were unaware of their spending, impacting the overall experience and profit margins.
  • Each customer typically receives one towel, but a bag contained six towels, costing 6 cents instead of one, which affects the restaurant's profit margins significantly.
  • Burgers and fries are often packed together, leading to crushed burgers and cold fries, resulting in negative customer feedback and illustrating poor food presentation.
  • The restaurant's management seeks honest feedback from a friend of the founder, who is experienced in customer service, to gain insights into the dining experience.
  • The friend orders a meal, noting a 20-minute wait for ordering and an additional 10 minutes for service, leading to a mixed review of the overall experience.
  • The fries served were noted to be soft and not crispy, indicating potential issues with cooking time or oil quality, which detracts from the meal's quality.
  • A hair was found in the fries, raising hygiene concerns, and the friend emphasized that such incidents could deter customers from returning.
  • The restaurant's mascot, a giant burger, was used to engage passersby and promote milkshakes, successfully attracting attention and encouraging customer interaction.
  • Suggestions were made to create student promotions on Thursday evenings to increase foot traffic, as nearby restaurants were busier during that time.
  • The staff's initiative to convert a negative experience into a positive one by offering free burgers was praised, demonstrating effective customer service and the importance of addressing complaints.

52:40

Revitalizing Restaurant Operations and Service Quality

  • The restaurant concept needs revitalization, incorporating decor elements like frames showcasing values such as homemade fries and artisanal meat to enhance warmth and life.
  • A broken table poses a safety hazard and must be reported; it’s crucial to maintain a safe environment for both staff and customers.
  • The CEO aims to assess and improve restaurant operations, focusing on training employees and correcting bad habits to enhance service quality.
  • Employee turnover is a significant issue, necessitating ongoing training and support to ensure consistent service and operational standards.
  • The CEO plans to invest in the restaurant, aiming for a rating improvement to at least 4 out of 5 within weeks, emphasizing the need for quality service.
  • The Lyon Confluence restaurant serves as a training center for new franchisees, achieving record turnover and ensuring compliance with operational procedures.
  • The CEO disguises himself to avoid recognition during an immersion, utilizing a fat suit and creating diversions to maintain anonymity.
  • A new burger recipe featuring bacon, mango, and poached suprines is introduced, showcasing innovative culinary techniques to enhance the menu.
  • Manual cutting of fries is preferred over mechanical methods to ensure quality and prevent blockages, addressing a recurring issue in the restaurant.
  • The CEO encounters operational challenges, such as a blocked siphon, which he resolves quickly, demonstrating hands-on problem-solving skills during the immersion experience.

01:05:16

Kitchen Operations and Challenges Unveiled

  • Manu borrowed for 2 seconds to explain a discovery; the team must be cautious during kitchen operations to avoid mishaps like foam overflow.
  • Kitchen hygiene is emphasized; shirts must not reach the bottom of the arm to prevent contamination, and jackets should be removed before cooking.
  • The team is running late for lunch service, starting 1 hour behind schedule; all recipes are documented for reference during preparation.
  • A dysfunctional bain-marie has not worked for a month, affecting the serving temperature of candied onions, which must be hot in burgers.
  • Portion control is critical; a small handful of mushrooms should be used, and arugula portions should be visually estimated rather than counted.
  • Training issues are highlighted; Camille's generous ingredient use leads to excess costs, and trainers need to reinforce recipe adherence.
  • Proper glove usage is crucial; gloves must be changed after handling raw ingredients, and hands should be washed before putting on gloves.
  • The lunch shift ends, and the boss seeks to understand Camille's aspirations, noting her effectiveness despite initial struggles with speed.
  • Waste management is a concern; at least 5 portions of fries were discarded, prompting a need for training on minimizing waste.
  • Management plans to address recipe adherence and equipment issues, including purchasing a new cable for the bain-marie to ensure proper function.

01:17:29

Challenges and Innovations in Restaurant Management

  • The protagonist has an appointment at headquarters, feeling both excited and anxious about the unknown activities planned, particularly regarding a colleague named Isis.
  • During a meeting, the protagonist meets Camille, who initially struggles to recognize them, leading to a discussion about their previous encounter at Confluence.
  • The protagonist reveals they are not Manu but Yveker, the CEO of "les barriures de papa," and discusses the challenges faced during their immersion experience in the restaurant.
  • Issues with food delivery are highlighted, including improper stacking of burgers and fries, leading to customer dissatisfaction and the need for standardized procedures documented in a guide.
  • The conversation shifts to the use of napkins, where it’s noted that providing six napkins per order is excessive and environmentally unfriendly, suggesting one napkin per customer instead.
  • The importance of checking supplies in the kitchen is emphasized, with a recommendation to use a pen for tracking, ensuring fries are served hot and correctly portioned.
  • The protagonist offers a marketing and communication position to a student, Isis, who is seeking work-study opportunities, promising to cover her tuition fees.
  • The discussion includes the significance of recipe cards for consistency in burger preparation, stressing the need to adhere to specified ingredient quantities.
  • The protagonist addresses the excessive use of gloves in the kitchen, estimating a waste of around €14 per box annually, advocating for more efficient practices to save costs.
  • Acknowledging the importance of hygiene, the protagonist encourages better management practices and adherence to recipes, while also addressing past attendance issues due to health concerns.

01:30:47

Hope for Stability and Connection

  • The speaker discusses their fixed-term contract, expressing hope for a permanent position, emphasizing the importance of mutual trust and support in their professional relationship.
  • They share personal experiences, highlighting their solitary nature and the significance of finding an apartment, mentioning the need for a guarantor, which they are willing to provide.
  • Music plays a vital role in their lives, offering comfort and a creative outlet, with a recent birthday gift bringing immense joy and reinforcing their commitment to work hard for future opportunities.
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