
Joke Michiel
Sustainable fine dining and HR
A focus on individuality and appreciation
Souvenir’s staff know exactly when their workday ends, as they keep fixed hours. “We do not allow guests to linger endlessly after a meal. If they wish to keep drinking after we have closed, we are happy to recommend various nearby bars. Sometimes people are surprised, but when we explain we don’t feel such long shifts are fair to our staff, they become more understanding. I see it as raising awareness.’ In this way, customers begin changing their mindset as well. “People desperately need to learn more respect for restaurant staff. Too often, they think you are doing this work because ‘you aren’t capable of anything else’. These are jobs that require specialist knowledge. A sommelier isn’t just an expert on flavour, they also need to have a working knowledge of geography and chemistry. We put a lot of ourselves into our work. That deserves more appreciation.” If a customer treats her staff poorly, Joke Michiel is implacable. “If anyone makes sexual advances or a racist remark, I intervene immediately. I want my staff to feel safe in my restaurant. Yes, I have had occasion to ask a table to leave in the middle of a meal. If they go too far, I’d rather lose the income than risk my team.”
Working together without power plays
At Souvenir, interns are also treated as members of the team. “People who are still in training don’t get stuck peeling vegetables for days on end. They’ve come here to learn and we make sure to introduce them to all the different aspects of restaurant work. There are no differences in authority in our team. I don’t want anyone having power over others. We are working together to provide our customers with an optimal experience, and power plays only get in the way.”
Labour shortages are a huge problem in hospitality. Michiel thinks it is time for some self-reflection. “We need to ask ourselves, am I part of the problem or do I want to be part of the solution? It’s still a bit of a taboo. We prefer to keep that kind of thing private. I see that as a great challenge. I’d love to be able to share the knowledge I’ve built up with a new generation of restaurant owners. If you apply the right rules, you can build a profitable business with a satisfied team who are proud of their work.”
Award-winning business and work-life balance
"We have a long road ahead of us, but I’m up for it. We will only come out stronger as an industry."