I'm not going to lie to customers about why service and food is slow. I'm not going to blame myself or my coworkers. We are busting our arses to make sure everyone enjoys their food and experience at the restaurant. When we are understaffed despite knowing we have 40+ people reserving tables with more walk ins expected, I'm going to say we are understaffed. I'm going to say we are struggling to keep up with the demand because our boss won't put more staff on because we could, potentially, be less busy.
I also found out that while front staff and kitchen share cash tips, we don't keep tips on card. Our boss seems to keep them. So, I'm telling people that – either tip with cash or don't tip at all. I'm not lying to save the restaurant from the shame of the sketchy practices the boss is okay with doing. If the boss is okay from stealing tips from staff, then he should be okay with dealing with customers who are upset with the boss stealing tips from staff.
I would hate to think customers are being lied to. I would want to know those things if I was a customer.
Since most people pay by card and don't carry cash, card is how we get most of our tips. And honestly, I wouldn't be shocked if he was skimming the cash tips. I saw him take out the bigger notes so “the tip jar wouldn't get stolen”, but I don't believe I've seen him put them back.
At every place I've worked, there has been something I've needed to lie about, and I was made to naively think it was to not discomfort the customer. But, I've recently realised that it should discomfort them, because it's discomforting. I see no reason to continue lying to save the face of a business that is actively stealing from myself and my coworkers who work incredibly hard to ensure the customers are having a good time, while the boss gets to have a nice little walk around the area when he feels like it.
I work in Australia so I don't necessarily need the tips unlike my American counterparts, but it's still horrible that it's happening.
My boss is Korean, and I politely asked my Korean team leader to talk to him about why we don't get card tips (she is affected by it too). She said she will talk to him, but can't guarantee that something will come of the discussion. Since I haven't joined a union yet (every year or so I'm in a new job that's within hospitality but not the same area, but once I am in a more secure job I will absolutely join), I am unsure of how to move forward if the boss doesn't budge.
Tldr: when we are understaffed, I'm not going to lie about that. The boss steals card tips so I have started telling customers this. I'm tired of lying for a business that benefits from me lying to customers, while we suffer. My team leader will talk to my boss in their native language to hopefully resolve the issue, but we both doubt that it will be resolved.