Understanding Gen Z Employees in the Restaurant Workplace
Walter Rosales knows Gen Z well.
Besides raising a Gen Z son himself, Rosales is also the vice president of learning and development at Texas-based Cicis Pizza, a chain of nearly 300 restaurants in 20 states. With some 6,000 employees across the Cicis enterprise, Rosales says “easily half” come from Gen Z, a cohort running from today’s junior high students to those in their late 20s.
As Rosales and others can attest, Gen Z is already well entrenched in the restaurant industry workforce. According to Black Box Intelligence, Gen Zers filled 57 percent of hourly positions in full-service restaurants and 71 percent of hourly positions in quick-service eateries last year. In addition, three out of four new hires in 2023 came from Gen Z.
Given the sheer size of Gen Z – an estimated 70 million Americans – and the group’s mushrooming presence in the restaurant workforce, it’s become increasingly critical pizzerias understand Gen Z employees to remain competitive, productive operations. And to be certain, Gen Z features its own unique set of characteristics, values and expectations, many shaped by seismic societal forces like technology and the COVID-19 pandemic.
“We know the workforce has changed and Gen Z workers are in high demand, which informs how we run our organization,” Rosales notes.
1. Gen Zers are digital natives.
Gen Z came of age in a world fueled by tech. The oldest members of Gen Z, in fact, were about 10 when the iPhone debuted in 2007. They’ve grown up texting, not calling and turning to YouTube, not adults or books, for answers. Living in a tech-charged world influences how Gen Z learns and interacts with the world around them.
What it means for pizzerias: Gen Z not only wants technology in the workforce, but they want it to be intuitive and seamless, from the point-of-sale system to automation in the kitchen. They also want digital touchpoints for interviewing, scheduling, pay and training, where they particularly value video. Cicis, for instance, has conducted its own experiments and sent training information via video and written copy. Rosales reports far better executional results with training videos.
2. Gen Zers prize flexibility.
Alan Cabelly, founder of the Portland Leadership Institute and professor emeritus at Portland State University, has researched generations in the workforce for more than 40 years and says the pandemic influenced Gen Zers outlook on employment. They want a work-life balance and reject micromanagement.
“They saw people working from home, revolting and voluntarily leaving the workforce,” Cabelly says. “They’ve told employers you have to do things differently.”
What it means for pizzerias: Flexibility is necessary. While a pizzeria cannot be flexible about where an employee works, operators can show flexibility with scheduling, store roles and rules. For instance, allow Gen Zers to plug into music in the kitchen or show a willingness to incorporate the employee’s skills and personality into their work rather than demanding rigid adherence to a pre-set vision.
“Operators don’t have to expect less of Gen Z, but they do need to accommodate them more to get the necessary output,” says Daniel Blaser, head of brand at Workstream, a leading human resources management platform for the hourly workforce.
3. Gen Zers want to connect to a greater purpose.
According to Deloitte’s 2024 Gen Z and Millennial Survey, 86 percent of Gen Zers say having a sense of purpose is important to their overall job satisfaction and well-being. While “purpose” remains a subjective term, it most often applies to doing work that transcends profit alone.
What it means for pizzerias: More than ever, businesses have to set and communicate their purpose – whether it’s an environmental ethos, feeding the hungry or connecting with the community – to cultivate a more engaged and loyal workforce. To wit, Gen Zers’ interest in purpose has changed how Cicis discusses its work.
“We don’t focus on selling pizzas, but rather opening up our doors every day to take care of people,” Rosales says. “This has made a big difference in how our staff perceive their jobs at Cicis.”
4. Gen Zers are interested in advancement.
Given their youth, Gen Zers recognize they have a long life ahead of them. If they find interest or success in a given role, many want to see a path forward, perhaps even a career. When choosing or deciding to leave a job, access to development opportunities is just as important as pay and work-life balance to Gen Z, according to Deloitte’s study.
What it means for pizzerias: It’s important pizzeria leaders share advancement opportunities and show staff the restaurant will invest in their growth. On day one at orientation, for example, Cicis points out that the company president was once a Cicis assistant manager while 20 percent of store managers have matriculated into the franchising ranks and now own Cicis restaurants.
5. Gen Zers want to feel valued.
While many Gen Zers enter the workforce with optimism and energy, Blaser says they are more prone to “check out” – and quickly – if business leaders overlook their contributions. To that point, more than half of Gen Zers in the Deloitte survey said not being recognized or rewarded adequately for their work contributed to feelings of anxiety or stress.
What it means for pizzerias: Cabelly urges restaurant leadership to find opportunities for financial incentives where possible, while moments of recognition, especially public recognition amplifying the praise, are also valuable. Blaser, meanwhile, encourages restaurants to provide an experience and environment that supports and reinforces the value of its team members.
“We can’t be Hell’s Kitchen dictators,” Rosales adds. “Stressing the family atmosphere in Cicis restaurants has helped improve our retention.”
Why Gen Zers come and why they go
Top 5 reasons Gen Zers chose their employer
- Good work/life balance
- Learning and development opportunities
- Salary or other financial benefits
- Positive workplace culture
- Flexible hours and/or reduced work week
Top 5 reasons Gen Zers left their employer
- Pay wasn’t high enough
- Lack of career advancement opportunities
- Feeling burned out
- Job detrimental to mental health
- (Tie) Work was not fulfilling or meaningful; the role didn’t offer a positive work/life balance; lack of learning/skills development opportunities
*According to Deloitte’s 2024 Gen Z and Millennial Survey
Daniel p. Smith Chicago-based writer has covered business issues and best practices for a variety of trade publications, newspapers, and magazines.
