All language subtitles for Undercover.Boss.US.S10E05.1080p.WEB.h264-WEBTUBE
Afrikaans
Albanian
Amharic
Arabic
Armenian
Azerbaijani
Basque
Belarusian
Bengali
Bosnian
Bulgarian
Catalan
Cebuano
Chichewa
Chinese (Simplified)
Chinese (Traditional)
Corsican
Croatian
Czech
Danish
Dutch
English
Esperanto
Estonian
Filipino
Finnish
French
Frisian
Galician
Georgian
German
Greek
Gujarati
Haitian Creole
Hausa
Hawaiian
Hebrew
Hindi
Hmong
Hungarian
Icelandic
Igbo
Indonesian
Irish
Italian
Japanese
Javanese
Kannada
Kazakh
Khmer
Korean
Kurdish (Kurmanji)
Kyrgyz
Lao
Latin
Latvian
Lithuanian
Luxembourgish
Macedonian
Malagasy
Malay
Malayalam
Maltese
Maori
Marathi
Mongolian
Myanmar (Burmese)
Nepali
Norwegian
Pashto
Persian
Polish
Portuguese
Punjabi
Romanian
Russian
Samoan
Scots Gaelic
Serbian
Sesotho
Shona
Sindhi
Sinhala
Slovak
Slovenian
Somali
Sundanese
Swahili
Swedish
Tajik
Tamil
Telugu
Thai
Turkish
Ukrainian
Urdu
Uzbek
Vietnamese
Welsh
Xhosa
Yiddish
Yoruba
Zulu
Odia (Oriya)
Kinyarwanda
Turkmen
Tatar
Uyghur
Would you like to inspect the original subtitles? These are the user uploaded subtitles that are being translated:
1
00:00:00,000 --> 00:00:02,360
More than 100
of America's biggest bosses...
2
00:00:08,591 --> 00:00:10,361
- I just hope
I can keep up with the guys.
3
00:00:10,385 --> 00:00:12,655
Have gone undercover
4
00:00:12,679 --> 00:00:13,989
in their own companies.
5
00:00:14,013 --> 00:00:16,826
- That wasn't as easy
as it looks.
6
00:00:16,850 --> 00:00:18,452
- Here we go!
- Lift me up!
7
00:00:18,476 --> 00:00:20,037
- I'm about
to just flip out here.
8
00:00:20,061 --> 00:00:22,665
- I would almost swear
you look like somebody else.
9
00:00:22,689 --> 00:00:23,833
- Right here, right now,
10
00:00:23,857 --> 00:00:25,668
we're gonna shut
the restaurant down.
11
00:00:25,692 --> 00:00:27,795
More than $20 million
12
00:00:27,819 --> 00:00:28,630
has been awarded to employees.
13
00:00:28,654 --> 00:00:31,799
- I'll write up a check
for $250,000.
14
00:00:31,823 --> 00:00:33,008
- Oh, my God.
15
00:00:33,032 --> 00:00:33,843
And millions of lives...
16
00:00:33,867 --> 00:00:34,553
- I'm gonna pay off
the mortgage.
17
00:00:34,577 --> 00:00:36,345
Changed forever.
18
00:00:36,369 --> 00:00:38,013
- For real?
- This is real.
19
00:00:38,037 --> 00:00:41,851
The greatest reward is to see
people live their dream.
20
00:00:41,875 --> 00:00:42,875
- That's a life changer.
21
00:00:45,712 --> 00:00:46,856
This season...
22
00:00:46,880 --> 00:00:48,691
- Oh, that's pretty cold.
23
00:00:48,715 --> 00:00:49,984
The most incredible...
24
00:00:50,008 --> 00:00:51,694
- We just got
an emergency response.
25
00:00:51,718 --> 00:00:53,028
- Let's rumble!
26
00:00:54,512 --> 00:00:56,657
Surprising...
27
00:00:56,681 --> 00:00:59,076
- I am actually Drew Brees.
- Oh, my God.
28
00:00:59,100 --> 00:01:00,536
And challenging journeys...
29
00:01:01,394 --> 00:01:02,205
- Report of a building on fire.
30
00:01:02,229 --> 00:01:03,206
So far. - Blech.
31
00:01:03,230 --> 00:01:04,207
- Uh-uh, no, no, no, no,
32
00:01:04,231 --> 00:01:05,231
no, no, no, no, no, no.
33
00:01:07,233 --> 00:01:08,711
- Coming up!
34
00:01:08,735 --> 00:01:10,695
- Let's talk about getting you
out of this system.
35
00:01:15,742 --> 00:01:18,053
- Oh, my gosh!
36
00:01:18,077 --> 00:01:20,222
Tonight on "Undercover Boss"...
37
00:01:20,246 --> 00:01:22,892
- Okay, here we go.
Boom, boom, boom.
38
00:01:22,916 --> 00:01:25,603
One of the world's
biggest restaurant chains,
39
00:01:25,627 --> 00:01:30,107
TGI Fridays, known for fun
and family for over 50 years,
40
00:01:30,131 --> 00:01:33,527
has fallen on hard times.
41
00:01:33,551 --> 00:01:36,030
The CEO tasked
with turning things around
42
00:01:36,054 --> 00:01:37,948
is going undercover...
43
00:01:37,972 --> 00:01:39,742
- Oh, yikes.
44
00:01:39,766 --> 00:01:41,702
To find out
if the changes he's making...
45
00:01:41,726 --> 00:01:43,037
- Beautiful.
46
00:01:43,061 --> 00:01:44,830
To put them back on top...
47
00:01:44,854 --> 00:01:45,415
- It's honestly
a pain in the ass.
48
00:01:45,439 --> 00:01:47,416
It gets so frustrating.
49
00:01:47,440 --> 00:01:48,751
Are firing up sales...
50
00:01:48,775 --> 00:01:50,127
- That should be full of people.
51
00:01:50,151 --> 00:01:51,504
It's infuriating.
52
00:01:51,528 --> 00:01:53,130
Or burning out his staff.
53
00:01:53,154 --> 00:01:54,465
- Got to stay focused over here.
54
00:01:54,489 --> 00:01:56,133
Once you lose track,
everything'll be off.
55
00:01:56,157 --> 00:01:57,426
Along the way,
56
00:01:57,450 --> 00:01:58,969
he'll discover
some hard truths...
57
00:01:58,993 --> 00:02:00,971
- This collapsed
in the middle of shift.
58
00:02:00,995 --> 00:02:03,098
And find out how his restaurants
59
00:02:03,122 --> 00:02:04,433
are really being run.
60
00:02:04,457 --> 00:02:06,393
- Something in the chain
is broken.
61
00:02:06,417 --> 00:02:08,145
How will his employees react...
62
00:02:08,169 --> 00:02:10,564
Oh, wow.
63
00:02:10,588 --> 00:02:13,067
When his identity is revealed?
64
00:02:13,091 --> 00:02:14,235
- It's gonna make
every difference.
65
00:02:14,259 --> 00:02:16,070
You have no idea.
66
00:02:16,094 --> 00:02:18,823
- I'm just overwhelmed.
- Oh, look at me.
67
00:02:20,682 --> 00:02:24,078
All this next
on "Undercover Boss."
68
00:02:31,192 --> 00:02:32,670
- My name is Ray Blanchette.
69
00:02:32,694 --> 00:02:35,131
I'm the CEO of TGI Fridays.
70
00:02:36,239 --> 00:02:38,259
TGI Fridays is a massive brand.
71
00:02:38,283 --> 00:02:41,971
All parts of the country,
people know TGI Fridays.
72
00:02:41,995 --> 00:02:45,599
Fridays is famous as the place
to go for that Friday feeling,
73
00:02:45,623 --> 00:02:47,309
you know, to relax, be social
74
00:02:47,333 --> 00:02:49,478
with family and friends
over great food and drink.
75
00:02:51,629 --> 00:02:53,858
TGI Fridays was actually
the original bar and grill
76
00:02:53,882 --> 00:02:58,487
started in 1965 at First
and 63rd in New York City.
77
00:02:58,511 --> 00:02:59,197
Fridays was created
by Alan Stillman,
78
00:02:59,221 --> 00:03:01,490
who wanted to create a place
79
00:03:01,514 --> 00:03:03,158
where really everyone
was welcome.
80
00:03:03,182 --> 00:03:06,161
It was really the first
sort of female-friendly bar.
81
00:03:06,185 --> 00:03:07,663
You know, it was a time
in the country
82
00:03:07,687 --> 00:03:09,123
where there was a lot happening.
83
00:03:09,147 --> 00:03:11,292
Civil rights and women's
rights and TGI Fridays.
84
00:03:11,316 --> 00:03:13,377
The timing was just perfect.
85
00:03:13,401 --> 00:03:15,337
It was an instant success.
86
00:03:15,361 --> 00:03:18,465
People were lined up
around the block to get in.
87
00:03:18,489 --> 00:03:19,489
It was a whole new scene.
88
00:03:24,370 --> 00:03:27,391
This success
quickly spread across Americ,
89
00:03:27,415 --> 00:03:30,978
with 115 restaurants
opening up in just 20 years.
90
00:03:32,503 --> 00:03:34,231
In 1986, the brand went global,
91
00:03:34,255 --> 00:03:39,194
and they now have 842
restaurants across the world.
92
00:03:39,218 --> 00:03:41,530
This all-American drinking
and dining institution
93
00:03:41,554 --> 00:03:44,158
is worth a massive $2 billion
94
00:03:44,182 --> 00:03:47,328
and employs nearly 60,000 staff.
95
00:03:50,104 --> 00:03:51,540
- I grew up in Maryland.
96
00:03:51,564 --> 00:03:55,210
My father worked for
the National Security Agency.
97
00:03:55,234 --> 00:03:57,671
When I was young,
my mom was at home.
98
00:03:57,695 --> 00:04:00,883
I learned at an early age
that I liked working
99
00:04:00,907 --> 00:04:02,384
and getting paid for it.
100
00:04:02,408 --> 00:04:06,388
I worked on a farm all through
middle school and high school.
101
00:04:06,412 --> 00:04:08,557
I always saw myself
as working somewhere
102
00:04:08,581 --> 00:04:10,225
with a lot of energy.
103
00:04:10,249 --> 00:04:13,270
I started at TGI Fridays in 1989
104
00:04:13,294 --> 00:04:16,732
as a manager in training.
105
00:04:18,257 --> 00:04:20,778
I was very young,
had a brand new baby,
106
00:04:20,802 --> 00:04:22,363
and made basically nothing.
107
00:04:22,387 --> 00:04:24,281
We were oftentimes
making decisions
108
00:04:24,305 --> 00:04:26,951
between food and diapers,
but luckily,
109
00:04:26,975 --> 00:04:29,703
at TGI Fridays, I was given
a lot of opportunity.
110
00:04:29,727 --> 00:04:31,372
Climbed every rung
of the corporate ladder.
111
00:04:31,396 --> 00:04:33,749
After 18 years, I left.
112
00:04:33,773 --> 00:04:36,585
I actually went out and turned
around a few other companies,
113
00:04:36,609 --> 00:04:38,420
so I was gone for 12 years
and then was recruited
114
00:04:38,444 --> 00:04:42,049
to come back about a year ago
to run TGI Fridays,
115
00:04:42,073 --> 00:04:43,884
which, for me, is a dream job.
116
00:04:43,908 --> 00:04:47,429
Coming back to TGI Fridays
felt like home.
117
00:04:47,453 --> 00:04:49,431
We have a big problem
in the industry,
118
00:04:49,455 --> 00:04:52,267
where less people are dining
in our restaurants
119
00:04:52,291 --> 00:04:53,769
in favor of food delivery,
120
00:04:53,793 --> 00:04:56,814
so I really need to drive
traffic into our restaurants
121
00:04:56,838 --> 00:04:57,774
as a top priority.
122
00:04:57,798 --> 00:05:01,110
Shortly after becoming CEO,
I rolled out
123
00:05:01,134 --> 00:05:02,945
several new initiatives
across the business
124
00:05:02,969 --> 00:05:04,488
to broaden our customer base.
125
00:05:04,512 --> 00:05:06,448
You know, new promotions,
new menu items.
126
00:05:06,472 --> 00:05:09,743
And if we don't continue
to evolve,
127
00:05:09,767 --> 00:05:13,789
the price for failure
is go out of business.
128
00:05:13,813 --> 00:05:17,960
I am motivated by 60,000
people around the globe
129
00:05:17,984 --> 00:05:22,006
counting on me to reenergize
a brand that I love.
130
00:05:22,030 --> 00:05:23,656
I don't wanna disappoint them.
131
00:05:25,992 --> 00:05:28,887
I'm gonna go undercover
in my TGI Fridays restaurants
132
00:05:28,911 --> 00:05:30,139
and see what I can learn.
133
00:05:30,163 --> 00:05:33,142
- So when was the last time you
made a martini behind the bar?
134
00:05:33,166 --> 00:05:35,477
- 1989.
- Okay.
135
00:05:35,501 --> 00:05:37,062
- And I was terrible at it.
- Really?
136
00:05:37,086 --> 00:05:38,564
- Oh, terrible.
- So who you gonna be?
137
00:05:38,588 --> 00:05:41,775
- My name's Keith Phillips,
138
00:05:41,799 --> 00:05:44,278
and I'm a former innkeeper
from Maine,
139
00:05:44,302 --> 00:05:47,197
and they recently
sold the property,
140
00:05:47,221 --> 00:05:50,034
and now I've gotta go
find something else to do.
141
00:05:50,058 --> 00:05:51,660
Say good-bye to Ray.
142
00:05:51,684 --> 00:05:54,163
Next time you see me,
I'll be Keith Phillips.
143
00:05:54,187 --> 00:05:55,831
- See you soon, Keith.
144
00:05:57,482 --> 00:05:59,501
- We have made a lot
of changes over the last yea.
145
00:05:59,525 --> 00:06:01,503
I wanna know.
Are people overwhelmed?
146
00:06:01,527 --> 00:06:03,380
Are they enthusiastic?
147
00:06:03,404 --> 00:06:07,009
Are the changes that need
to happen in the business
148
00:06:07,033 --> 00:06:08,510
actually happening
so that we can
149
00:06:08,534 --> 00:06:10,888
compete harder
and win in the future?
150
00:06:10,912 --> 00:06:13,557
Oh, yikes.
151
00:06:17,835 --> 00:06:19,229
- And here comes Keith.
152
00:06:20,421 --> 00:06:22,274
- Oh, my God.
153
00:06:22,298 --> 00:06:24,693
- Oh... oh, my gosh!
154
00:06:24,717 --> 00:06:25,528
- Come give your daddy a kiss.
- Oh, my gosh!
155
00:06:25,552 --> 00:06:28,572
- Give daddy a hug.
156
00:06:31,057 --> 00:06:34,036
- During filming, my team
members will be led to beliee
157
00:06:34,060 --> 00:06:35,537
that they are taking part
158
00:06:35,561 --> 00:06:38,874
in a documentary
about second careers.
159
00:06:38,898 --> 00:06:41,418
They have no idea that this
is really "Undercover Boss."
160
00:06:41,442 --> 00:06:45,047
Keith has left the building.
161
00:06:46,239 --> 00:06:47,508
- Bye.
- Bye.
162
00:06:47,532 --> 00:06:48,532
All right, here we go.
163
00:06:54,747 --> 00:06:57,559
Today I'm in Laurel, Maryland,
to visit Brittany,
164
00:06:57,583 --> 00:07:00,395
the bar manager here,
who I have heard
165
00:07:00,419 --> 00:07:02,356
is a really good
bartender trainer.
166
00:07:02,380 --> 00:07:04,024
We talk about the bar
as kind of being
167
00:07:04,048 --> 00:07:05,526
the essence of our business.
168
00:07:05,550 --> 00:07:08,737
We sort of originated
flair in bars.
169
00:07:08,761 --> 00:07:13,033
I can remember back in 1989
when I did my training
170
00:07:13,057 --> 00:07:17,329
and we spent a good 10 days
behind the bar,
171
00:07:17,353 --> 00:07:19,790
and it was the worst 10 days
of my training.
172
00:07:19,814 --> 00:07:22,376
What I'm gonna be looking for
is, you know,
173
00:07:22,400 --> 00:07:24,795
the quality of training
of our bartenders,
174
00:07:24,819 --> 00:07:26,255
and while I don't expect to see
175
00:07:26,279 --> 00:07:29,091
a great deal of flair
on a Monday shift,
176
00:07:29,115 --> 00:07:32,177
what I am looking for
is they bring that personality.
177
00:07:32,201 --> 00:07:33,387
- Hi. how are you?
178
00:07:33,411 --> 00:07:35,097
I'm Brittney. - Hi, Brittney.
179
00:07:35,121 --> 00:07:36,265
- Nice to meet you.
- I'm Keith, nice to meet you.
180
00:07:36,289 --> 00:07:38,267
- Wonderful to meet you.
You ready to get this started?
181
00:07:38,291 --> 00:07:39,309
- I think so.
- All right.
182
00:07:40,751 --> 00:07:43,605
So do you have any
previous restaurant experience?
183
00:07:43,629 --> 00:07:45,566
- Well, we have
a little restaurant at the inn.
184
00:07:45,590 --> 00:07:47,484
- All right, Fridays is known
for their innovative drinks.
185
00:07:47,508 --> 00:07:48,610
- Okay.
186
00:07:48,634 --> 00:07:51,113
- We have color-changing drinks.
187
00:07:51,137 --> 00:07:52,739
We also have drinks
we light on fire.
188
00:07:52,763 --> 00:07:54,950
- It's like
a science laboratory.
189
00:07:54,974 --> 00:07:56,660
- Do you have those at the inn?
190
00:07:56,684 --> 00:07:58,412
Yeah, right.
191
00:07:58,436 --> 00:08:01,081
Just gonna try to show you
how this would work.
192
00:08:01,105 --> 00:08:04,001
So when you pour it in, and it
doesn't have to be a lot...
193
00:08:04,025 --> 00:08:05,752
- Oh, wow.
194
00:08:05,776 --> 00:08:07,045
- That's the magic trick.
- It's great.
195
00:08:07,069 --> 00:08:07,922
That's cool.
- And people go crazy for it.
196
00:08:07,946 --> 00:08:10,799
- Sure.
- This is our shimmer dust.
197
00:08:10,823 --> 00:08:12,301
You see how it glitters?
- Mm-hmm.
198
00:08:12,325 --> 00:08:13,510
If you just stir it,
it activates all the sparkles.
199
00:08:13,534 --> 00:08:16,638
Another drink
people go crazy for.
200
00:08:16,662 --> 00:08:18,682
Fantastic.
201
00:08:18,706 --> 00:08:21,476
This is, like, our bar Bible.
- Oh my.
202
00:08:21,500 --> 00:08:23,020
- And it even
breaks it down for you
203
00:08:23,044 --> 00:08:24,646
even how you have to cut
the fruit,
204
00:08:24,670 --> 00:08:27,316
so nothing is left to guess.
- Okay.
205
00:08:27,340 --> 00:08:28,400
- All right, you wanna
try your hand out
206
00:08:28,424 --> 00:08:30,027
at this color-changing drink?
- Yeah, let's do it.
207
00:08:30,051 --> 00:08:31,486
- Let's do it, all right.
208
00:08:31,510 --> 00:08:35,407
- Okay, mixer... ice in it?
- Ice in it.
209
00:08:35,431 --> 00:08:36,658
I'm looking for somebody
who can multitask,
210
00:08:36,682 --> 00:08:39,328
has a good memory...
211
00:08:39,352 --> 00:08:40,537
- Okay, where's my ice scoop?
212
00:08:40,561 --> 00:08:42,001
- It's right back there.
- Back here.
213
00:08:48,110 --> 00:08:49,338
- I'd like to teach him,
you know,
214
00:08:49,362 --> 00:08:50,642
pick up a little bit
of the pace.
215
00:08:51,489 --> 00:08:52,489
All right.
216
00:08:54,408 --> 00:08:56,470
And you see how
it's that purple-blue color?
217
00:08:56,494 --> 00:08:57,512
- Right.
218
00:08:57,536 --> 00:08:58,264
- That's exactly
what you're looking for.
219
00:08:58,288 --> 00:08:59,848
- I love that Brittney's doing
220
00:08:59,872 --> 00:09:02,517
literally every single thing
by the book.
221
00:09:02,541 --> 00:09:04,686
Unfortunately, today
I'm slowing her down.
222
00:09:04,710 --> 00:09:08,148
- And that is your
magic martini.
223
00:09:08,172 --> 00:09:10,400
You should be able
to get a drink here
224
00:09:10,424 --> 00:09:12,819
and then go to the Fridays
in the Dominican Republic
225
00:09:12,843 --> 00:09:15,155
and have the exact same drink.
226
00:09:15,179 --> 00:09:16,531
- That sounds nice.
- Who wouldn't?
227
00:09:16,555 --> 00:09:17,574
- Right.
228
00:09:17,598 --> 00:09:19,660
- I keep trying to vie
for a spot internationally.
229
00:09:19,684 --> 00:09:20,661
- Okay.
230
00:09:20,685 --> 00:09:23,163
I think Brittney is dynamite.
231
00:09:23,187 --> 00:09:24,706
I mean,
she's the kind of manager
232
00:09:24,730 --> 00:09:27,251
that I would have loved
to have had on my team
233
00:09:27,275 --> 00:09:28,794
'cause she's enthusiastic,
right?
234
00:09:28,818 --> 00:09:33,382
She brings great personality
and energy to the business.
235
00:09:33,406 --> 00:09:35,384
- So what I'm gonna
show you now is one of
236
00:09:35,408 --> 00:09:37,386
the most important parts
about Fridays.
237
00:09:37,410 --> 00:09:39,054
We're gonna do basic flairing.
238
00:09:39,078 --> 00:09:39,847
Little things when you're
making your drink,
239
00:09:39,871 --> 00:09:41,890
it just makes
the customers excited.
240
00:09:41,914 --> 00:09:43,954
- Yeah, I could see that.
- You wanna give it a try?
241
00:09:44,417 --> 00:09:45,727
You see, you just kinda...
242
00:09:45,751 --> 00:09:48,397
There you go.
That's the under the leg.
243
00:09:48,421 --> 00:09:49,898
- All right.
- Catch with the same hand.
244
00:09:49,922 --> 00:09:50,899
- All right.
- Just the spacing.
245
00:09:50,923 --> 00:09:52,192
- Oh! Look at that.
246
00:09:52,216 --> 00:09:53,443
That's really good.
- I used two hands.
247
00:09:53,467 --> 00:09:54,569
That doesn't count.
- That's okay.
248
00:09:54,593 --> 00:09:55,446
It's really good
for your first try.
249
00:09:55,470 --> 00:09:57,406
- One more time.
- I got faith in you.
250
00:09:58,431 --> 00:10:00,117
- That was a little...
Little overzealous.
251
00:10:00,141 --> 00:10:01,118
- It's all right.
252
00:10:01,142 --> 00:10:02,786
It's all right.
253
00:10:02,810 --> 00:10:05,747
- The main part of this
is just dealing with people
254
00:10:05,771 --> 00:10:07,916
and being able to jump
from one thing to the other.
255
00:10:07,940 --> 00:10:12,254
For example,
clearly the ceiling fell in.
256
00:10:12,278 --> 00:10:13,380
- Oh, no. What happened?
257
00:10:13,404 --> 00:10:14,965
- We had a massive flood...
- Oh.
258
00:10:14,989 --> 00:10:16,717
- And this collapsed
in the middle of shift.
259
00:10:16,741 --> 00:10:19,094
The roof has to be
completely leveled out,
260
00:10:19,118 --> 00:10:21,346
but the waiting on
the corporate approval part
261
00:10:21,370 --> 00:10:22,730
is just... it's a pain in the ass.
262
00:10:23,581 --> 00:10:24,808
- So Brittney is telling me that
263
00:10:24,832 --> 00:10:28,145
repairs and maintenance
get bottlenecked at corporate.
264
00:10:28,169 --> 00:10:30,731
Clearly, that's not
a corporate policy.
265
00:10:30,755 --> 00:10:34,050
Something in the... in the chain
is broken.
266
00:10:34,800 --> 00:10:35,611
Coming up,
267
00:10:35,635 --> 00:10:36,695
the boss is put
under pressure...
268
00:10:36,719 --> 00:10:39,781
- Yes, when you're hired
in Fridays, we are trained.
269
00:10:39,805 --> 00:10:41,199
We have two weeks of training.
270
00:10:41,223 --> 00:10:42,576
- Two weeks of training?
271
00:10:42,600 --> 00:10:43,453
Like, is that literally
272
00:10:43,477 --> 00:10:44,953
the amount of training
she's received?
273
00:10:44,977 --> 00:10:47,497
And uncovers
some serious issues.
274
00:10:47,521 --> 00:10:48,248
- All you gotta do
is turn around.
275
00:10:48,272 --> 00:10:49,272
Boom, boom, boom.
276
00:11:00,117 --> 00:11:03,347
- Today I'm undercover in my
own company, TGI Fridays,
277
00:11:03,371 --> 00:11:06,016
to make sure our strict
standards are being upheld.
278
00:11:06,040 --> 00:11:07,240
- Clearly the ceiling fell in.
279
00:11:09,126 --> 00:11:10,021
We had a massive flood,
280
00:11:10,045 --> 00:11:13,148
and this collapsed
in the middle of shift.
281
00:11:13,172 --> 00:11:16,026
The roof has to be
completely leveled out,
282
00:11:16,050 --> 00:11:18,028
but the waiting on
the corporate approval part
283
00:11:18,052 --> 00:11:19,988
is just... it's a pain in the ass.
284
00:11:20,012 --> 00:11:21,698
- So Brittney is telling me
that repairs and maintenance
285
00:11:21,722 --> 00:11:24,659
get bottlenecked at corporate.
286
00:11:24,683 --> 00:11:27,871
Clearly that's not
a corporate policy.
287
00:11:27,895 --> 00:11:31,124
Something in the... in the chan
is broken.
288
00:11:31,148 --> 00:11:32,876
- I've learned a lot having to
deal with issues myself.
289
00:11:32,900 --> 00:11:37,005
I haven't had a GM since
the first month I worked here.
290
00:11:38,864 --> 00:11:39,966
- So it was kind of like
we had to
291
00:11:39,990 --> 00:11:41,635
figure everything out
on our own.
292
00:11:41,659 --> 00:11:43,678
- If there's no general manager
in this restaurant,
293
00:11:43,702 --> 00:11:44,846
that's a big problem.
294
00:11:44,870 --> 00:11:45,972
A business like this,
especially a business with
295
00:11:45,996 --> 00:11:49,684
a late night bar, needs
not just a general manager,
296
00:11:49,708 --> 00:11:51,311
but a strong general manager.
297
00:11:51,335 --> 00:11:52,188
- So when did you come here?
298
00:11:52,212 --> 00:11:55,023
- I came here October 27th
of last year.
299
00:11:55,047 --> 00:11:56,024
- Oh, okay.
300
00:11:56,048 --> 00:11:57,859
- I had taken a break.
301
00:11:57,883 --> 00:12:00,237
I went through
some of my own struggles.
302
00:12:02,263 --> 00:12:05,033
I was involved with
303
00:12:05,057 --> 00:12:06,868
some drugs for quite some years,
304
00:12:06,892 --> 00:12:09,913
and so I got myself clean,
went back to Fridays,
305
00:12:09,937 --> 00:12:12,416
and they were really good,
they worked with me.
306
00:12:12,440 --> 00:12:14,334
Anytime I needed to leave,
if I had to go to a meeting,
307
00:12:14,358 --> 00:12:15,710
anything I had to deal with...
308
00:12:15,734 --> 00:12:18,880
- If I wasn't undercover,
there's no way
309
00:12:18,904 --> 00:12:21,675
that I would have learned
that from her just now.
310
00:12:21,699 --> 00:12:24,553
She's a fantastic trainer
and a very hard worker.
311
00:12:24,577 --> 00:12:25,513
Really special person.
312
00:12:25,537 --> 00:12:27,556
- So you wanna take a break?
- Let's do it.
313
00:12:27,580 --> 00:12:28,580
- All right, let's go.
314
00:12:29,957 --> 00:12:33,228
- All right.
- Well, cheers.
315
00:12:33,252 --> 00:12:34,563
- Cheers to a good first day.
316
00:12:34,587 --> 00:12:36,231
- Thanks for the training today.
317
00:12:36,255 --> 00:12:38,525
It sounds like you've dealt
with some pretty hard stuff.
318
00:12:38,549 --> 00:12:40,527
- Yeah, yeah, I have.
319
00:12:40,551 --> 00:12:42,362
I've been through a lot.
320
00:12:42,386 --> 00:12:47,451
I was involved with some
really, really terrible people,
321
00:12:47,475 --> 00:12:49,536
and I found out
my sister was pregnant,
322
00:12:49,560 --> 00:12:52,330
and I decided I can't have
my nephew running around
323
00:12:52,354 --> 00:12:55,041
and seeing me like that,
and I've been clean ever since.
324
00:12:55,065 --> 00:12:56,877
- You come across as the boss.
325
00:12:56,901 --> 00:12:57,961
- Yeah.
326
00:12:57,985 --> 00:12:59,421
- You were showing me
what to do.
327
00:12:59,445 --> 00:13:00,797
You knew what you were
talking about, I mean...
328
00:13:00,821 --> 00:13:03,758
- I think a lot of people
are ashamed of their past,
329
00:13:03,782 --> 00:13:05,927
and I just think of it as... my
past is what made me who I am.
330
00:13:05,951 --> 00:13:08,930
The reason I am so strong
is because I've been through
331
00:13:08,954 --> 00:13:10,390
other situations like that.
- You better believe it.
332
00:13:10,414 --> 00:13:11,933
That's such a powerful
story, man.
333
00:13:11,957 --> 00:13:13,477
You should be really
proud of yourself.
334
00:13:15,628 --> 00:13:17,606
- Brittney has been through more
335
00:13:17,630 --> 00:13:20,609
than most people twice her age.
336
00:13:20,633 --> 00:13:22,110
Thank you so much.
337
00:13:22,134 --> 00:13:23,111
- Thank you.
- Thanks.
338
00:13:23,135 --> 00:13:24,071
- You're so welcome.
It was wonderful to meet you.
339
00:13:24,095 --> 00:13:25,739
- Nice to meet you.
All right. Bye.
340
00:13:25,763 --> 00:13:28,074
This is a people business,
and all our people matter.
341
00:13:28,098 --> 00:13:32,078
I want Brittney to work for us
ten years from today.
342
00:13:32,102 --> 00:13:34,581
I want to find a way
to give Brittney the support
343
00:13:34,605 --> 00:13:37,083
she needs at the company
so she can thrive.
344
00:13:41,403 --> 00:13:42,964
We are in New York City,
345
00:13:42,988 --> 00:13:44,925
birthplace of TGI Fridays.
346
00:13:44,949 --> 00:13:47,093
We're headed
to Sheepshead Bay in Brookly,
347
00:13:47,117 --> 00:13:48,970
and I will be working with
348
00:13:48,994 --> 00:13:51,455
an assistant manager
named Michelle.
349
00:13:52,790 --> 00:13:55,310
When I was the vice president
East Coast,
350
00:13:55,334 --> 00:13:58,939
Long Island was most profitable
market
351
00:13:58,963 --> 00:14:02,317
in the entire country
for TGI Fridays,
352
00:14:02,341 --> 00:14:03,985
but current sales performance
in this restaurant
353
00:14:04,009 --> 00:14:05,612
is down about 15%.
354
00:14:05,636 --> 00:14:07,280
When you know
that you've got a market
355
00:14:07,304 --> 00:14:09,157
not living up to its potential,
356
00:14:09,181 --> 00:14:12,452
how do we get this business
back to its former glory?
357
00:14:13,103 --> 00:14:15,622
Hi, Michelle. - Hello.
358
00:14:15,646 --> 00:14:16,499
- I'm Keith.
- Hi, Keith.
359
00:14:16,523 --> 00:14:18,458
Nice to meet you.
- Nice to meet you.
360
00:14:18,482 --> 00:14:20,001
- So you're gonna
be my new manager.
361
00:14:20,025 --> 00:14:22,170
- You're gonna train me.
- Yes. Let's get started.
362
00:14:22,194 --> 00:14:23,380
- You tell me where
we're gonna start,
363
00:14:23,404 --> 00:14:24,484
and we'll get to it. - Yes.
364
00:14:27,700 --> 00:14:29,344
As a manager,
there is one main thing
365
00:14:29,368 --> 00:14:30,804
that you have to do
to work in a restaurant.
366
00:14:30,828 --> 00:14:32,681
You have to know
how to multitask.
367
00:14:32,705 --> 00:14:34,516
- Multitask, okay.
- Yes, that's the big word.
368
00:14:34,540 --> 00:14:35,850
- All right.
- Multitask.
369
00:14:35,874 --> 00:14:37,811
- So are you in the front
of the house a lot, then?
370
00:14:37,835 --> 00:14:39,104
- Yeah, I am front
of the house manager.
371
00:14:39,128 --> 00:14:40,814
I'm also the host manager.
372
00:14:40,838 --> 00:14:42,148
It doesn't matter
if we're front of the house,
373
00:14:42,172 --> 00:14:43,692
back of the house.
374
00:14:43,716 --> 00:14:46,194
When the business is going,
we have to be everywhere.
375
00:14:46,218 --> 00:14:47,696
- Okay.
376
00:14:47,720 --> 00:14:48,947
- This is where the food comes
out the restaurant window
377
00:14:48,971 --> 00:14:50,699
when our customers order.
378
00:14:50,723 --> 00:14:52,909
This little screen right here
is very important
379
00:14:52,933 --> 00:14:55,078
because we have to have
certain ticket times.
380
00:14:55,102 --> 00:14:57,622
Appetizer is 5-10 minutes.
381
00:14:57,646 --> 00:14:59,165
Dinner should be 10-20 minutes
382
00:14:59,189 --> 00:15:00,250
that needs to get out
the window.
383
00:15:00,274 --> 00:15:01,085
Today is gonna
be a very busy day.
384
00:15:01,109 --> 00:15:03,086
Weekends we're always busy.
385
00:15:03,110 --> 00:15:04,546
So we have to get our gloves on,
386
00:15:04,570 --> 00:15:05,589
and we have to get busy.
387
00:15:08,240 --> 00:15:09,884
So when you see
the black tickets
388
00:15:09,908 --> 00:15:10,927
in the window, this means now
that this food is ready to go.
389
00:15:10,951 --> 00:15:12,178
So this is the food that we need
390
00:15:12,202 --> 00:15:13,179
to get out right now.
391
00:15:13,203 --> 00:15:14,180
Follow him right there.
392
00:15:14,204 --> 00:15:16,057
See the guy
with the black shirt?
393
00:15:16,081 --> 00:15:18,435
Take it to table 12
where he just went to.
394
00:15:18,459 --> 00:15:20,186
- Here's your
macaroni and cheese.
395
00:15:20,210 --> 00:15:23,857
- Okay, guys, we're missing
a kids pasta, marinara sauce,
396
00:15:23,881 --> 00:15:25,233
kids chicken finger.
397
00:15:25,257 --> 00:15:26,568
This is our busy time.
398
00:15:26,592 --> 00:15:28,028
This is when we get busy
as managers, go.
399
00:15:28,052 --> 00:15:29,446
- This is when we
have to hustle, huh?
400
00:15:29,470 --> 00:15:31,072
- Yes, this is when we hustle.
- Okay.
401
00:15:31,096 --> 00:15:34,034
First impression,
Michelle is full of energy,
402
00:15:34,058 --> 00:15:36,411
very enthusiastic.
403
00:15:36,435 --> 00:15:39,039
You can tell she wants to do
a good job,
404
00:15:39,063 --> 00:15:41,249
but things here
are pretty disorganized.
405
00:15:41,273 --> 00:15:42,876
- I grew up back home,
and there were some days
406
00:15:42,900 --> 00:15:45,253
with my mom... my grandmother
had a little restaurant,
407
00:15:45,277 --> 00:15:46,588
family restaurant,
408
00:15:46,612 --> 00:15:49,424
so that passion that I have
came from there, okay?
409
00:15:49,448 --> 00:15:51,593
- And how long have you worked
for TGI Fridays?
410
00:15:51,617 --> 00:15:53,845
- I have been working
for TGIF... next month September
411
00:15:53,869 --> 00:15:55,096
will make me
a year I've been here.
412
00:15:55,120 --> 00:15:56,264
- So have you been trained to do
413
00:15:56,288 --> 00:15:57,599
all these stations separately?
414
00:15:57,623 --> 00:15:59,392
- Yes, when you're hired
in Fridays, we are trained.
415
00:15:59,416 --> 00:16:00,727
We have two weeks of training.
416
00:16:02,336 --> 00:16:05,231
- And she said her training
was two weeks long.
417
00:16:05,255 --> 00:16:07,108
A manager training
at TGI Fridays
418
00:16:07,132 --> 00:16:08,234
starts at eight weeks.
419
00:16:08,258 --> 00:16:10,236
So there's
a clear disconnect here.
420
00:16:10,260 --> 00:16:12,864
Two weeks of training?
421
00:16:12,888 --> 00:16:14,074
Like, is that literally
the amount
422
00:16:14,098 --> 00:16:15,178
of training she's received?
423
00:16:27,444 --> 00:16:28,630
- So have you been trained to do
424
00:16:28,654 --> 00:16:29,964
all these stations separately?
425
00:16:29,988 --> 00:16:31,675
- Yes, when you're hired
in Fridays, we are trained.
426
00:16:31,699 --> 00:16:32,899
We have two weeks of training.
427
00:16:34,618 --> 00:16:37,472
- And she said her training
was two weeks long.
428
00:16:37,496 --> 00:16:40,141
A manager training
at TGI Fridays
429
00:16:40,165 --> 00:16:41,851
starts at eight weeks.
430
00:16:41,875 --> 00:16:44,270
So there's
a clear disconnect here.
431
00:16:44,294 --> 00:16:45,397
Two weeks of training?
432
00:16:45,421 --> 00:16:46,564
Like, is that literally
the amount
433
00:16:46,588 --> 00:16:48,674
of training she's received?
434
00:16:49,967 --> 00:16:51,486
- Okay, guys, we have
435
00:16:51,510 --> 00:16:53,279
a fried chicken sandwich
and French fries.
436
00:16:53,303 --> 00:16:55,699
Not you?
437
00:16:55,723 --> 00:16:57,617
Okay.
They're probably down here.
438
00:16:57,641 --> 00:16:58,993
- Oh.
- We came to the wrong one.
439
00:16:59,017 --> 00:17:01,103
Okay, fried chicken sandwich
with French Fries.
440
00:17:04,732 --> 00:17:06,251
- You got it.
I'll fix that immediately.
441
00:17:06,275 --> 00:17:09,170
Sorry about that.
- No problem, this way, Keith.
442
00:17:09,194 --> 00:17:11,464
All right.
443
00:17:11,488 --> 00:17:14,008
- If you manage
the small details
444
00:17:14,032 --> 00:17:15,218
in a restaurant,
you never have big problems.
445
00:17:15,242 --> 00:17:19,347
What I see here
is just basically sloppiness.
446
00:17:20,248 --> 00:17:22,517
- This time is saying
over half an hour.
447
00:17:22,541 --> 00:17:25,228
Food should be at least
15-20 minutes, not 29 minutes.
448
00:17:25,252 --> 00:17:26,479
- Right.
449
00:17:26,503 --> 00:17:27,897
- So now we know
that we're running behind.
450
00:17:27,921 --> 00:17:29,357
- I think they're still
waiting on a Cobb salad.
451
00:17:29,381 --> 00:17:30,692
- Oh, guys, what's up
with the chicken...
452
00:17:30,716 --> 00:17:32,193
The chicken for the Cobb
salad they never got?
453
00:17:32,217 --> 00:17:33,194
- Joshua.
454
00:17:33,218 --> 00:17:35,363
- Where's the Cobb salad?
455
00:17:35,387 --> 00:17:37,574
- Michelle just took
the Cobb salad.
456
00:17:37,598 --> 00:17:39,242
The job of a restaurant manager
457
00:17:39,266 --> 00:17:41,870
does not have to be
that stressful.
458
00:17:41,894 --> 00:17:44,497
It's all about planning
correctly,
459
00:17:44,521 --> 00:17:47,709
staffing correctly,
having a well-trained team.
460
00:17:47,733 --> 00:17:49,878
So somebody needs to sit down
and really coach her
461
00:17:49,902 --> 00:17:51,820
on better leadership.
462
00:18:00,078 --> 00:18:02,056
- We got a guest that's
complaining, so we gotta get
463
00:18:02,080 --> 00:18:03,516
to the kitchen
and find out what's going on...
464
00:18:03,540 --> 00:18:05,226
- Okay.
- With their food, okay?
465
00:18:05,250 --> 00:18:07,520
- Oh, we gotta do
the guest first.
466
00:18:07,544 --> 00:18:09,063
- That's high priority,
so right now...
467
00:18:09,087 --> 00:18:10,398
- Okay, top priority, let's go.
- Actually, yes, come on.
468
00:18:10,422 --> 00:18:13,067
Hi guys, I'm just looking
for table 23's food.
469
00:18:13,091 --> 00:18:13,903
'Cause the guest is complaining.
470
00:18:13,927 --> 00:18:15,528
We're not gonna move
from this expo
471
00:18:15,552 --> 00:18:16,738
until we get that guests' food,
472
00:18:16,762 --> 00:18:17,947
so we don't have
a guest complain.
473
00:18:17,971 --> 00:18:19,866
- Okay.
- So that's how we do that.
474
00:18:19,890 --> 00:18:22,118
- She hasn't really
been properly trained.
475
00:18:22,142 --> 00:18:24,204
She should've been taught,
get to the guest,
476
00:18:24,228 --> 00:18:27,290
apologize, explain exactly
what's going on,
477
00:18:27,314 --> 00:18:29,375
and then make sure their food
gets out very quickly.
478
00:18:29,399 --> 00:18:33,087
If the guest
was feeling neglected,
479
00:18:33,111 --> 00:18:34,297
they're just gonna continue
to feel more neglected.
480
00:18:34,321 --> 00:18:36,466
Shifts like this
481
00:18:36,490 --> 00:18:38,134
that can ruin
a restaurant's reputation.
482
00:18:38,158 --> 00:18:41,387
- I'll take you to the most
beautiful spot
483
00:18:41,411 --> 00:18:42,430
in the restaurant that I like.
484
00:18:42,454 --> 00:18:43,890
Look at it. Isn't it gorgeous?
485
00:18:43,914 --> 00:18:45,433
- Yeah, it's beautiful.
- Yes, it's very gorgeous.
486
00:18:45,457 --> 00:18:46,777
Okay.
- Nobody's out here, though.
487
00:18:47,960 --> 00:18:49,270
- Well, today there was no one
assigned to the patio.
488
00:18:49,294 --> 00:18:53,274
- Dining al fresco
in Brooklyn is a rarity,
489
00:18:53,298 --> 00:18:55,568
and so the fact that we have it
490
00:18:55,592 --> 00:18:56,778
and we're
not taking advantage of it...
491
00:18:56,802 --> 00:18:59,930
That should be full of peopl.
That's a big problem.
492
00:19:00,681 --> 00:19:03,284
- So we wanna go inside?
- Yes.
493
00:19:08,146 --> 00:19:09,041
- Put that in there.
- Right.
494
00:19:09,065 --> 00:19:10,667
- And I'll follow you.
We go to table 46.
495
00:19:10,691 --> 00:19:12,126
- Let's go to 46.
496
00:19:13,318 --> 00:19:14,629
- Can I have a honey mustard
to stay, guys?
497
00:19:14,653 --> 00:19:16,130
Honey mustard.
498
00:19:16,154 --> 00:19:17,257
- This Saturday night shift
has been busy.
499
00:19:17,281 --> 00:19:20,593
Michelle's been completely
run off her feet.
500
00:19:20,617 --> 00:19:22,595
- Bye, guys,
thank you for coming.
501
00:19:24,163 --> 00:19:25,723
It has calmed down, okay?
- Okay.
502
00:19:25,747 --> 00:19:27,976
- So now we can actually
take a break.
503
00:19:28,000 --> 00:19:29,853
I've been here
since 11:00 this morning.
504
00:19:29,877 --> 00:19:30,979
I'm tired.
505
00:19:31,003 --> 00:19:32,146
Been off
since my mum passed away.
506
00:19:32,170 --> 00:19:34,983
My mum passed away
last Wednesday.
507
00:19:35,007 --> 00:19:36,484
- I am so sorry to hear that.
508
00:19:36,508 --> 00:19:38,611
- We was prepared for it.
She was 82.
509
00:19:38,635 --> 00:19:39,446
Yeah.
510
00:19:39,470 --> 00:19:41,322
I have never worked
any other job
511
00:19:41,346 --> 00:19:42,991
besides being
in the restaurant business.
512
00:19:43,015 --> 00:19:44,534
- So all this hecticness
today for you...
513
00:19:44,558 --> 00:19:45,494
- Piece of cake for me.
Used to it.
514
00:19:45,518 --> 00:19:47,495
- Do you think you
could run one of these
515
00:19:47,519 --> 00:19:49,247
as general manager? - Of course.
516
00:19:49,271 --> 00:19:51,124
I'm in a situation right now
that the person
517
00:19:51,148 --> 00:19:53,293
that brought me to this country
32 years ago
518
00:19:53,317 --> 00:19:54,335
is no longer with me.
519
00:19:54,359 --> 00:19:56,004
I know the struggle
of coming here,
520
00:19:56,028 --> 00:19:57,171
but I had my mom.
521
00:19:57,195 --> 00:19:58,673
That was a lot of support to me.
522
00:19:58,697 --> 00:20:00,216
- I think your story
523
00:20:00,240 --> 00:20:03,011
is incredibly inspiring,
quite frankly.
524
00:20:04,536 --> 00:20:07,140
She has a nice presence
in the business, right?
525
00:20:07,164 --> 00:20:08,850
The people seem
to look up to her.
526
00:20:08,874 --> 00:20:11,019
There's no reason she couldn't
527
00:20:11,043 --> 00:20:12,270
become a general manager
one day.
528
00:20:12,294 --> 00:20:14,898
But there are
some problems here.
529
00:20:14,922 --> 00:20:17,317
It's not properly staffed
for a Saturday night.
530
00:20:17,341 --> 00:20:19,694
They're struggling to serve
the customers they have.
531
00:20:19,718 --> 00:20:22,030
They aren't capitalizing
on the outside space
532
00:20:22,054 --> 00:20:24,532
to get even more revenue
through the building.
533
00:20:24,556 --> 00:20:26,367
This is why the restaurant's
profits are down.
534
00:20:26,391 --> 00:20:30,204
It's something I need to change.
535
00:20:35,400 --> 00:20:37,378
Today I'm in
Bensalem, Pennsylvania.
536
00:20:37,402 --> 00:20:39,672
Gonna work with a line cook
named Abdul.
537
00:20:39,696 --> 00:20:42,258
Typically our best line cooks,
538
00:20:42,282 --> 00:20:43,384
they're gonna know
multiple stations,
539
00:20:43,408 --> 00:20:45,762
serving perfect food.
540
00:20:45,786 --> 00:20:47,221
Over the last
six to eight months,
541
00:20:47,245 --> 00:20:48,389
I've personally upgraded
542
00:20:48,413 --> 00:20:51,517
approximately 80%
of our menu items.
543
00:20:51,541 --> 00:20:55,229
So we've had a lot of change,
so I'm really anxious to see,
544
00:20:55,253 --> 00:20:58,608
you know, are they executing
the recipes exactly right,
545
00:20:58,632 --> 00:20:59,817
consistently well,
546
00:20:59,841 --> 00:21:03,571
so that the quality of our
food is perfect every time?
547
00:21:03,595 --> 00:21:05,365
It's 5:00 p.m.,
and they'll be getting ready
548
00:21:05,389 --> 00:21:06,741
for the dinner rush.
549
00:21:06,765 --> 00:21:08,493
Let's hope I can keep up.
550
00:21:08,517 --> 00:21:11,079
I'm looking for Abdul.
551
00:21:11,103 --> 00:21:12,288
- He's the famous man.
552
00:21:12,312 --> 00:21:13,414
- This is the famous Abdul?
- How's it going?
553
00:21:13,438 --> 00:21:14,415
- How do you do?
- I'm all right.
554
00:21:14,439 --> 00:21:16,584
Abdul. - I'm Keith.
555
00:21:16,608 --> 00:21:17,919
Very nice to meet you.
- Nice to meet you, Keith.
556
00:21:17,943 --> 00:21:19,379
Oh, are you gonna
be working today, Keith?
557
00:21:19,403 --> 00:21:20,588
- I'm gonna be w... yeah,
558
00:21:20,612 --> 00:21:23,257
I'm gonna do whatever
you tell me to do today.
559
00:21:23,281 --> 00:21:25,760
- This right here,
this is the broil station.
560
00:21:25,784 --> 00:21:27,428
This is the fry station.
561
00:21:27,452 --> 00:21:30,098
This right here, this is sauté.
562
00:21:30,122 --> 00:21:31,498
- What's your favorite station?
563
00:21:32,416 --> 00:21:33,434
- Yeah.
564
00:21:33,458 --> 00:21:34,501
- Right, right.
565
00:21:37,587 --> 00:21:39,274
I'ma knock it right out.
566
00:21:41,758 --> 00:21:43,486
So you got
a floor screen right here.
567
00:21:43,510 --> 00:21:46,614
- As service began,
I got to work alongside Abdul
568
00:21:46,638 --> 00:21:47,574
at the window,
which is basically where
569
00:21:47,598 --> 00:21:49,784
you organize the dishes
and pass them
570
00:21:49,808 --> 00:21:50,827
from the cooks to the servers.
571
00:21:50,851 --> 00:21:53,663
- Broccoli on that one.
Broccoli on that one.
572
00:21:53,687 --> 00:21:54,456
The last one get mash?
573
00:21:54,480 --> 00:21:56,749
'Cause it's faster.
574
00:21:56,773 --> 00:21:57,959
You know you gotta stay focused
right here, baby.
575
00:21:57,983 --> 00:22:00,878
When I looked at him, I didnt
think he was gonna make it
576
00:22:00,902 --> 00:22:04,090
only because, you know,
when you come in Fridays,
577
00:22:04,114 --> 00:22:05,299
a lot of people don't make it.
578
00:22:05,323 --> 00:22:06,676
I like to give
everybody a chance
579
00:22:06,700 --> 00:22:09,303
because when I came
into Fridays, I had a chance.
580
00:22:09,327 --> 00:22:10,805
- Sizzle!
581
00:22:11,872 --> 00:22:13,307
- What I'm trying
to teach you is
582
00:22:13,331 --> 00:22:15,143
how to keep everything in order.
583
00:22:15,167 --> 00:22:17,020
So where it go, when they
coming down the screen...
584
00:22:17,044 --> 00:22:18,146
- Mm-hmm.
585
00:22:18,170 --> 00:22:19,106
- All you gotta do
is turn around.
586
00:22:19,130 --> 00:22:20,481
Boom, boom, boom, boom.
Just like that.
587
00:22:20,505 --> 00:22:24,694
- Abdul's energy brings
everybody's energy up.
588
00:22:24,718 --> 00:22:26,571
He's clearly the guy
that's setting the pace
589
00:22:26,595 --> 00:22:27,947
in the kitchen, and you know,
590
00:22:27,971 --> 00:22:28,990
he's learned every station
on the line.
591
00:22:29,014 --> 00:22:31,367
He's executing
the recipes consistently wel.
592
00:22:31,391 --> 00:22:35,830
Every kitchen manager
at TGI Fridays needs an Abdul.
593
00:22:35,854 --> 00:22:38,499
- So that's a bacon burger
going no lettuce, no pickles.
594
00:22:38,523 --> 00:22:42,003
You said no lettuce, no pickle?
595
00:22:42,027 --> 00:22:44,297
- Yeah, what are we missing?
Onions.
596
00:22:44,321 --> 00:22:45,715
- Yeah, but I thought you said
no raw onion on that one.
597
00:22:45,739 --> 00:22:47,008
- No, it's right here.
598
00:22:47,032 --> 00:22:48,051
I'm reading it
from off the board.
599
00:22:48,075 --> 00:22:48,843
- Okay.
- Here we go.
600
00:22:48,867 --> 00:22:49,635
It say "no lettuce, no pickles."
601
00:22:49,659 --> 00:22:50,512
He's not fast enough.
602
00:22:50,536 --> 00:22:52,847
If I can't build his speed up,
603
00:22:52,871 --> 00:22:54,682
he's gonna be no good
to Fridays.
604
00:22:54,706 --> 00:22:55,975
Got to stay focused over here.
605
00:22:55,999 --> 00:22:58,019
Once you lose track...
- You're lost.
606
00:22:58,043 --> 00:22:59,187
- Like, everything'll be off.
607
00:22:59,211 --> 00:23:00,147
- I mean, I'm standing there,
608
00:23:00,171 --> 00:23:01,856
and I'm kind of looking
for things.
609
00:23:01,880 --> 00:23:02,608
Those guys woulda had...
610
00:23:02,632 --> 00:23:05,985
All that done in 10% of the time
611
00:23:06,009 --> 00:23:07,028
that it would have taken me.
612
00:23:07,052 --> 00:23:08,154
- Nah, no, no, no, no, no, no.
613
00:23:08,178 --> 00:23:09,864
- It's been a long time
since I've worked a shift
614
00:23:09,888 --> 00:23:11,866
in a Fridays kitchen;
it was a little tough
615
00:23:11,890 --> 00:23:12,701
to keep up with Abdul in there.
616
00:23:12,725 --> 00:23:14,660
- Want to take a break
there already?
617
00:23:14,684 --> 00:23:15,924
Yeah, we'll get some fresh air.
618
00:23:18,063 --> 00:23:19,540
- Are you from West Philly?
619
00:23:19,564 --> 00:23:20,833
- I'm one of these guys, man,
620
00:23:20,857 --> 00:23:21,918
that they came from the streets.
621
00:23:21,942 --> 00:23:23,086
I had a rough life comin' up.
622
00:23:23,110 --> 00:23:26,214
I got seven brothers,
eight sisters.
623
00:23:26,238 --> 00:23:28,841
At the age of 13, my mom
got shot in the face.
624
00:23:28,865 --> 00:23:30,218
- What?
625
00:23:30,242 --> 00:23:31,594
- Yeah, she got shot
in the face.
626
00:23:31,618 --> 00:23:33,721
I had to take care
of my siblings
627
00:23:33,745 --> 00:23:35,389
and take care of my mom.
628
00:23:35,413 --> 00:23:36,557
I sold drugs,
629
00:23:36,581 --> 00:23:40,520
went to jail for selling drugs,
and guess what.
630
00:23:40,544 --> 00:23:43,731
Fridays,
they brought me right back.
631
00:23:43,755 --> 00:23:45,566
- So the streets still callin'?
Are you...
632
00:23:45,590 --> 00:23:47,568
- No, actually...
- You got it beat now.
633
00:23:47,592 --> 00:23:49,737
- Yeah, I got it beat.
634
00:23:49,761 --> 00:23:51,614
I've been out here
four years strong.
635
00:23:53,181 --> 00:23:54,283
'Cause I promised
my daughter this time
636
00:23:54,307 --> 00:23:56,327
that I wasn't going back,
'cause at the end of the day,
637
00:23:56,351 --> 00:23:57,079
your kids all you got.
638
00:23:57,103 --> 00:23:58,496
- You got that right.
- Yeah.
639
00:23:58,520 --> 00:23:59,456
- I've got four kids, actually.
640
00:23:59,480 --> 00:24:01,624
- Oh, yeah?
641
00:24:01,648 --> 00:24:04,085
So now I'm out here just,
you know, living my life,
642
00:24:04,109 --> 00:24:06,337
doing what I should have been
doing in the very beginning.
643
00:24:06,361 --> 00:24:07,463
- You're blessed, my friend,
because, I mean,
644
00:24:07,487 --> 00:24:12,009
the fact that you completely
turned things around,
645
00:24:12,033 --> 00:24:14,595
that is... that's really
inspirational.
646
00:24:14,619 --> 00:24:15,930
You're walking the talk.
647
00:24:15,954 --> 00:24:18,683
So from the moment I met Abdul,
648
00:24:18,707 --> 00:24:21,561
you could tell immediately
this was a Fridays guy.
649
00:24:21,585 --> 00:24:23,604
I never would have guessed
650
00:24:23,628 --> 00:24:26,065
that he had the story
that he had.
651
00:24:26,089 --> 00:24:28,276
He genuinely wants
to turn his life around.
652
00:24:28,300 --> 00:24:30,611
Have you ever thought
about going into management?
653
00:24:30,635 --> 00:24:33,114
- Uh, to be honest
with you, yeah.
654
00:24:33,138 --> 00:24:34,615
- I mean, if you can
run a business
655
00:24:34,639 --> 00:24:37,160
like something like
I just saw today,
656
00:24:37,184 --> 00:24:38,995
that's, like,
a total redemption story.
657
00:24:39,019 --> 00:24:39,996
- You know, if the opportunity...
658
00:24:40,020 --> 00:24:40,997
I'ma take it.
659
00:24:41,021 --> 00:24:45,960
- I wanna lead a company
that supports people
660
00:24:45,984 --> 00:24:47,628
when they wanna redeem
themselves,
661
00:24:47,652 --> 00:24:51,299
and you know,
he's certainly that guy,
662
00:24:51,323 --> 00:24:52,323
in my opinion.
663
00:24:59,539 --> 00:25:03,477
So today I'm in Arlington,
Texas.
664
00:25:03,501 --> 00:25:04,937
The casual dining industry
has been struggling
665
00:25:04,961 --> 00:25:06,981
in the last few years,
666
00:25:07,005 --> 00:25:10,151
and guest counts seem
to decline year on year.
667
00:25:11,093 --> 00:25:12,695
So we're doing a lot of things
right now
668
00:25:12,719 --> 00:25:17,325
to try and drive traffic
back into our restaurants.
669
00:25:17,349 --> 00:25:21,037
So today I am gonna shadow
a server named Susana,
670
00:25:21,061 --> 00:25:24,749
and I really hope
that by working as a server
671
00:25:24,773 --> 00:25:27,501
all day that I'm gonna gain
some more insight, you know,
672
00:25:27,525 --> 00:25:29,003
that could potentially
refine our strategy
673
00:25:29,027 --> 00:25:31,505
to keep guest traffic high.
674
00:25:32,989 --> 00:25:35,009
- Hi, welcome to TGI Fridays.
How are we doing today?
675
00:25:35,033 --> 00:25:36,385
- I'm here to meet Susana.
Is that you?
676
00:25:36,409 --> 00:25:37,011
- Yes, that's me.
I go by Suzy, yes.
677
00:25:37,035 --> 00:25:37,845
- That is you?
- Yes.
678
00:25:37,869 --> 00:25:38,430
- You're gonna be training
me today?
679
00:25:38,454 --> 00:25:40,264
- Yes. Are you excited?
680
00:25:40,288 --> 00:25:41,390
- I'm little nervous,
to be honest with you.
681
00:25:41,414 --> 00:25:43,517
- You'll be fine.
You'll be fine.
682
00:25:43,541 --> 00:25:44,019
You'll love this job.
- I'm in good hands?
683
00:25:44,043 --> 00:25:45,978
- Yes, of course!
684
00:25:46,002 --> 00:25:47,563
So have you ever worked
at any type of restaurant?
685
00:25:47,587 --> 00:25:51,484
- Well, no, I've worked
for a small inn
686
00:25:51,508 --> 00:25:54,320
in Maine for close to 40 years.
687
00:25:54,344 --> 00:25:55,363
- Wow.
688
00:25:55,387 --> 00:25:56,781
- So I know how to, like,
prepare food and serve...
689
00:25:56,805 --> 00:25:57,741
- Yeah.
- But not like this.
690
00:25:57,765 --> 00:25:59,700
- All right, so first of all,
691
00:25:59,724 --> 00:26:01,204
we're gonna go start
with our kitchen.
692
00:26:02,894 --> 00:26:04,497
So you walk in, okay?
693
00:26:04,521 --> 00:26:05,581
So this is our kiosks and stuff
694
00:26:05,605 --> 00:26:07,959
that we use to put in
our orders and stuff,
695
00:26:07,983 --> 00:26:10,044
and then we do have
our bev station,
696
00:26:10,068 --> 00:26:11,254
which is this one right here.
697
00:26:11,278 --> 00:26:12,838
We always like
to keep it very clean.
698
00:26:12,862 --> 00:26:15,925
Make sure all the cups are
stacked and the ice is ready.
699
00:26:15,949 --> 00:26:18,219
- And that's our job?
- Yes, this is our job.
700
00:26:18,243 --> 00:26:20,680
We have to stack up the ice,
stack up the cups.
701
00:26:20,704 --> 00:26:22,848
We also chop
our own lemons as well.
702
00:26:22,872 --> 00:26:24,725
- Susana was an absolute
whirlwind.
703
00:26:24,749 --> 00:26:26,602
I'd only been in the
restaurant a few seconds
704
00:26:26,626 --> 00:26:29,522
before I was getting
the complete lowdown
705
00:26:29,546 --> 00:26:31,440
on how to be a server
at TGI Fridays.
706
00:26:31,464 --> 00:26:32,900
- Ask me while you go if you
have any questions or anything.
707
00:26:32,924 --> 00:26:34,360
- Okay, I will.
708
00:26:34,384 --> 00:26:35,403
- Feel comfortable to ask me
any type of questions.
709
00:26:35,427 --> 00:26:37,446
All righty, so we're gonna go
right this way,
710
00:26:37,470 --> 00:26:40,366
and then we come back...
Right back out to the bar.
711
00:26:44,894 --> 00:26:48,124
- Clearly this is not
a busy lunch restaurant.
712
00:26:48,148 --> 00:26:49,750
I knew this restaurant
would be a bit quiet at lunc,
713
00:26:49,774 --> 00:26:51,919
but it was...
It was really a shock
714
00:26:51,943 --> 00:26:54,088
to see how empty
the restaurant actually was.
715
00:26:54,112 --> 00:26:56,132
When's it normally get busy?
716
00:26:56,156 --> 00:26:58,217
- Usually it gets busy
around dinner time.
717
00:26:58,241 --> 00:26:59,343
- Oh, okay. So...
718
00:26:59,367 --> 00:26:59,970
- Sometimes we do
have a lunch rush
719
00:26:59,994 --> 00:27:01,804
anywhere from 2:00 to 4:00.
720
00:27:01,828 --> 00:27:04,765
Usually what I like to do
to bring people in,
721
00:27:04,789 --> 00:27:06,767
I get a couple coupons
and go out
722
00:27:06,791 --> 00:27:08,769
and give 'em
to any guests that we see.
723
00:27:08,793 --> 00:27:11,439
Try to put 'em in the cars.
724
00:27:11,463 --> 00:27:12,106
That way we can bring people in.
725
00:27:12,130 --> 00:27:12,774
- Really?
- To the building.
726
00:27:12,798 --> 00:27:14,650
Yes.
727
00:27:14,674 --> 00:27:16,235
All right, so here are
some coupons.
728
00:27:16,259 --> 00:27:17,539
I'm gonna give you half of them.
729
00:27:20,096 --> 00:27:22,074
- And this works when you've
done it before, huh?
730
00:27:22,098 --> 00:27:23,242
- Yes, yes.
731
00:27:23,266 --> 00:27:24,493
- Just put 'em
on the windshield?
732
00:27:24,517 --> 00:27:25,786
- Yeah.
- I'll do this one?
733
00:27:25,810 --> 00:27:27,455
Okay.
734
00:27:27,479 --> 00:27:28,914
My guess is she is probably
the one that came up with
735
00:27:28,938 --> 00:27:32,418
the idea to go out
and put those fliers on cars.
736
00:27:32,442 --> 00:27:35,963
To see an hourly employee
take that kind of initiative
737
00:27:35,987 --> 00:27:38,299
to try and drive business
into a restaurant,
738
00:27:38,323 --> 00:27:40,009
for me, you know,
as the CEO of the company,
739
00:27:40,033 --> 00:27:41,677
I mean, I don't even know what
else to say other than wow.
740
00:27:41,701 --> 00:27:44,138
- How 'bout you do
that tall one?
741
00:27:44,162 --> 00:27:45,139
Okay.
742
00:27:45,163 --> 00:27:46,265
'Cause I won't be able to reach.
743
00:27:46,289 --> 00:27:48,768
- All right, I'll put one here.
744
00:27:48,792 --> 00:27:49,769
- Great.
745
00:27:49,793 --> 00:27:51,896
- So when you do
this by yourself,
746
00:27:51,920 --> 00:27:53,689
no pickup trucks get any fliers.
747
00:27:53,713 --> 00:27:55,608
Is that how that works?
748
00:27:55,632 --> 00:27:56,776
Yes.
749
00:27:56,800 --> 00:27:59,278
- We have some dynamite
team members here.
750
00:27:59,302 --> 00:28:02,490
They're counting on us
to make a living.
751
00:28:02,514 --> 00:28:05,201
What I would like to do
coming out of here
752
00:28:05,225 --> 00:28:08,329
is challenge our marketing
department to come up with
753
00:28:08,353 --> 00:28:10,831
creative ways to get in there
and see
754
00:28:10,855 --> 00:28:11,832
if we can't drive
some traffic here at lunch.
755
00:28:11,856 --> 00:28:14,085
So you usually work lunch?
756
00:28:14,109 --> 00:28:15,961
- Yes because I have to watch
my nephew.
757
00:28:15,985 --> 00:28:19,799
My sisters work nights,
so we have to alternate.
758
00:28:19,823 --> 00:28:21,300
That's why I love
working at Fridays,
759
00:28:21,324 --> 00:28:23,052
because they actually
work with my schedule.
760
00:28:23,076 --> 00:28:25,888
- So it's you and your sisters,
and your parents aren't here?
761
00:28:25,912 --> 00:28:30,059
- No, and I kind of had to take
over and be the "parent."
762
00:28:30,083 --> 00:28:31,143
- Are you the oldest
of your sisters?
763
00:28:31,167 --> 00:28:34,397
- Yes, so there's always
a lot of pressure on me
764
00:28:34,421 --> 00:28:37,274
to have enough money
to pay bills.
765
00:28:37,298 --> 00:28:39,819
- To think that Susana's
younger than some of my kids
766
00:28:39,843 --> 00:28:41,529
and has all that responsibility
767
00:28:41,553 --> 00:28:44,365
on her shoulders, it's a lot
for her to have taken on.
768
00:28:44,389 --> 00:28:45,533
- Yeah, I'm hoping
to go to college.
769
00:28:45,557 --> 00:28:46,200
Trying to get my life
back on track.
770
00:28:46,224 --> 00:28:46,993
- What do you wanna study?
771
00:28:47,017 --> 00:28:48,869
- Dental hygienist.
772
00:28:48,893 --> 00:28:50,204
- Get out of here.
773
00:28:50,228 --> 00:28:51,039
- I'm fascinated with teeth.
774
00:28:51,063 --> 00:28:53,374
- Tell me about
the one-year-old.
775
00:28:53,398 --> 00:28:55,042
- I'm so in love with him.
776
00:28:55,066 --> 00:28:58,879
Me basically watching him
grow every day keeps me happy.
777
00:28:58,903 --> 00:29:00,548
You wanna meet him?
- Is that possible?
778
00:29:00,572 --> 00:29:01,799
- Yeah, of course!
- Okay.
779
00:29:01,823 --> 00:29:03,426
- You're gonna fall
in love with him too.
780
00:29:03,450 --> 00:29:05,386
- I'm sure I...
It sounds like I will.
781
00:29:05,410 --> 00:29:06,410
All right. - All right.
782
00:29:07,954 --> 00:29:09,598
We gotta go punch out?
783
00:29:13,585 --> 00:29:15,146
- All right, come on in.
- Thank you.
784
00:29:15,170 --> 00:29:16,106
- Jacqueline, Leslie,
come meet Keith.
785
00:29:16,130 --> 00:29:18,566
He's gonna be eating
dinner with us today.
786
00:29:18,590 --> 00:29:19,567
- Hello.
- Oh, fantastic.
787
00:29:19,591 --> 00:29:20,734
- Hi.
- Hi, everyone.
788
00:29:20,758 --> 00:29:21,735
- Nice to meet you.
- How are you?
789
00:29:21,759 --> 00:29:22,027
- Hi, I'm Ray.
- I'm Jacqueline.
790
00:29:22,051 --> 00:29:23,051
- Oh.
791
00:29:23,929 --> 00:29:26,699
I cannot believe...
792
00:29:26,723 --> 00:29:28,403
that I just called myself Ray
in that room.
793
00:29:31,269 --> 00:29:33,122
Maybe with all that stuff
that was happening,
794
00:29:33,146 --> 00:29:35,749
it might have slipped through,
but, for me,
795
00:29:35,773 --> 00:29:37,567
it was a moment
of absolute terror.
796
00:29:48,244 --> 00:29:50,931
- Jacqueline, Leslie,
come meet Keith.
797
00:29:50,955 --> 00:29:52,099
- Hi, I'm Ray.
- I'm Jacqueline.
798
00:29:52,123 --> 00:29:53,809
- Oh.
799
00:29:53,833 --> 00:29:55,811
I cannot believe...
800
00:29:55,835 --> 00:29:58,564
that I just called myself Ray
in that room.
801
00:29:58,588 --> 00:29:59,899
It was a moment
of absolute terror.
802
00:29:59,923 --> 00:30:02,943
- This is KJ. Hi.
803
00:30:02,967 --> 00:30:04,653
- KJ.
- Say hi.
804
00:30:04,677 --> 00:30:06,113
- How are you?
805
00:30:07,764 --> 00:30:09,408
- All righty,
so food's almost ready.
806
00:30:09,432 --> 00:30:10,409
You wanna go ahead
and take a seat?
807
00:30:10,433 --> 00:30:11,433
- I'll be happy to.
808
00:30:13,728 --> 00:30:15,789
Hey, KJ, is it okay
if I sit next to you?
809
00:30:15,813 --> 00:30:18,584
- Bah, bah, bah,
bah, bah, bah, bah.
810
00:30:18,608 --> 00:30:20,448
- He's ready to eat.
- I'll take that as a yes.
811
00:30:22,987 --> 00:30:25,466
Here we go. - Thank you so much.
812
00:30:25,490 --> 00:30:26,730
- It's pretty hot.
- It's great.
813
00:30:29,452 --> 00:30:30,971
I know what Suzy does.
How about y'all?
814
00:30:30,995 --> 00:30:33,140
- I work at
a fast food restaurant.
815
00:30:33,164 --> 00:30:35,267
I work through
drive-through overnight.
816
00:30:35,291 --> 00:30:37,394
- I'm a server;
that's my job for now
817
00:30:37,418 --> 00:30:38,437
until I go back to school,
818
00:30:38,461 --> 00:30:40,814
but my paychecks come out
to zero dollars, so...
819
00:30:40,838 --> 00:30:42,691
- It's all about the tips.
- Yeah.
820
00:30:42,715 --> 00:30:45,152
- What are you studying?
- Dental hygienist.
821
00:30:45,176 --> 00:30:47,947
- Fantastic, a family
full of hygienists
822
00:30:47,971 --> 00:30:49,031
in the making, it sounds like.
823
00:30:49,055 --> 00:30:51,158
Well, that's great.
824
00:30:51,182 --> 00:30:52,493
I don't know how you do it.
825
00:30:52,517 --> 00:30:54,495
So Suzy was telling me
you guys work as a team.
826
00:30:54,519 --> 00:30:57,122
- Yeah, our schedules
usually... if she's not at work,
827
00:30:57,146 --> 00:30:58,499
she'll be taking care of him.
828
00:30:58,523 --> 00:31:00,000
I'm at work, one, like...
They'll be switching it up.
829
00:31:00,024 --> 00:31:03,462
- We take turns, basically.
- Yeah, basically.
830
00:31:03,486 --> 00:31:05,965
- I just don't wanna put him in
daycare till he starts talking.
831
00:31:05,989 --> 00:31:08,842
- Mm-hmm,
and daycare's expensive too.
832
00:31:08,866 --> 00:31:10,469
- That's smart.
833
00:31:10,493 --> 00:31:13,514
The love of family in that
room was fantastic.
834
00:31:13,538 --> 00:31:16,183
And the fact that they pull
together like that
835
00:31:16,207 --> 00:31:20,688
to raise this child
is really uplifting.
836
00:31:20,712 --> 00:31:23,023
Susana, thank you so much
for inviting me over here.
837
00:31:23,047 --> 00:31:24,400
- You're very welcome.
838
00:31:24,424 --> 00:31:25,985
- Serving me a meal,
this is lovely.
839
00:31:26,009 --> 00:31:29,363
Hearing, you know, Susana's
story about being able to wok
840
00:31:29,387 --> 00:31:31,031
her schedule
around her nephew...
841
00:31:31,055 --> 00:31:33,158
I love hearing that.
842
00:31:33,182 --> 00:31:34,493
- Uh.
843
00:31:34,517 --> 00:31:35,494
- Yeah.
844
00:31:35,518 --> 00:31:37,621
- Say buh-bye. Say bye.
845
00:31:37,645 --> 00:31:38,646
- Bye.
846
00:31:39,689 --> 00:31:42,293
In order to keep someone
like Susana around...
847
00:31:42,317 --> 00:31:45,087
She doesn't have the option
of working at night,
848
00:31:45,111 --> 00:31:47,351
so we've gotta drive traffic
at lunch in this restaurant.
849
00:31:55,622 --> 00:31:58,183
What a crazy ride this has been.
850
00:31:58,207 --> 00:32:01,687
I've had a blast going
undercover in my restaurants.
851
00:32:01,711 --> 00:32:03,731
I've learned a lot
about what I need to change
852
00:32:03,755 --> 00:32:06,066
in our system to make Fridays
stronger for the future,
853
00:32:06,090 --> 00:32:10,571
and now I get to go
change some people's lives.
854
00:32:15,433 --> 00:32:17,703
I'm about to reveal
my true identity
855
00:32:17,727 --> 00:32:20,164
to the people I've
worked with this week,
856
00:32:20,188 --> 00:32:22,750
and I've asked everyone
to meet me one last time.
857
00:32:22,774 --> 00:32:24,251
- Good morning.
- How are you?
858
00:32:24,275 --> 00:32:26,211
What's, like, going on?
What are you doing today?
859
00:32:26,235 --> 00:32:27,921
- I don't even know
what's going on today.
860
00:32:27,945 --> 00:32:29,715
I have no idea. I'm clueless.
861
00:32:29,739 --> 00:32:31,425
- They think they're coming
to be interviewed
862
00:32:31,449 --> 00:32:34,428
about their time
spent with Keith.
863
00:32:34,452 --> 00:32:38,474
They have no idea
it's really "Undercover Boss"
864
00:32:52,470 --> 00:32:52,989
Hi, Brittney.
865
00:32:53,013 --> 00:32:54,239
How are you?
866
00:32:54,263 --> 00:32:56,116
- You remember me?
- I do remember you.
867
00:32:56,140 --> 00:32:58,393
- Recognize me?
868
00:33:00,186 --> 00:33:01,163
- Keith?
869
00:33:01,187 --> 00:33:02,915
- Kinda.
870
00:33:02,939 --> 00:33:04,875
- Yes, that's you, huh?
871
00:33:04,899 --> 00:33:07,419
- Nice to see you again.
- Oh, wow.
872
00:33:07,443 --> 00:33:09,588
Hey, Keith.
873
00:33:09,612 --> 00:33:11,590
- You recognize me?
- Yeah, man.
874
00:33:11,614 --> 00:33:13,467
- I'm actually not Keith.
875
00:33:13,491 --> 00:33:14,593
I'm Ray Blanchette.
876
00:33:14,617 --> 00:33:16,637
I'm the CEO of TGI Fridays.
877
00:33:16,661 --> 00:33:18,138
- Oh, my gosh.
878
00:33:18,162 --> 00:33:19,640
- Wow.
879
00:33:20,707 --> 00:33:22,476
- Nah, man. There we go, man.
880
00:33:22,500 --> 00:33:24,687
- Are you serious?
- I am serious.
881
00:33:24,711 --> 00:33:26,271
- Wow.
882
00:33:28,005 --> 00:33:29,149
Coming up...
883
00:33:29,173 --> 00:33:30,317
- Wow.
884
00:33:30,341 --> 00:33:31,318
The boss delivers
885
00:33:31,342 --> 00:33:32,945
life-changing news.
886
00:33:32,969 --> 00:33:34,655
- Oh, my God.
887
00:33:34,679 --> 00:33:36,240
- I'm so excited.
Thank you so much.
888
00:33:36,264 --> 00:33:39,475
- I'm a little bit overwhelmed
right now.
889
00:33:49,318 --> 00:33:53,173
- Abdul, I was blown away
by our day together.
890
00:33:53,197 --> 00:33:55,008
Your pace, intensity,
891
00:33:55,032 --> 00:33:56,135
the way you're kind of
driving that kitchen.
892
00:33:56,159 --> 00:34:00,013
- My heart in that thing, man.
- I know it is.
893
00:34:00,037 --> 00:34:02,015
I know you still take care
of your mother.
894
00:34:02,039 --> 00:34:03,142
- Yeah.
895
00:34:03,166 --> 00:34:04,977
- You know, I know you got
your daughter in school.
896
00:34:05,001 --> 00:34:06,478
You got a lot going on.
897
00:34:06,502 --> 00:34:08,188
I'm gonna kind of put my money
where my mouth is here.
898
00:34:08,212 --> 00:34:11,900
We wanna give you
a check for $25,000.
899
00:34:11,924 --> 00:34:13,694
- Wow.
900
00:34:13,718 --> 00:34:15,237
- Just to give you
some peace of mind.
901
00:34:15,261 --> 00:34:17,030
- That's the best thing ever
right now.
902
00:34:17,054 --> 00:34:18,198
- How do you feel?
- I feel great.
903
00:34:18,222 --> 00:34:21,368
- You told me
you spent time in prison.
904
00:34:21,392 --> 00:34:23,162
- Yes.
905
00:34:23,186 --> 00:34:24,204
Right now, like, I feel blessed
906
00:34:24,228 --> 00:34:26,165
because I'm able
to turn my life around.
907
00:34:26,189 --> 00:34:28,333
- And I want you to remember
908
00:34:28,357 --> 00:34:30,169
that, I mean, we believe in you.
909
00:34:30,193 --> 00:34:33,380
- Thank you.
910
00:34:33,404 --> 00:34:36,425
- We are promoting you
to manager immediately.
911
00:34:38,451 --> 00:34:40,387
It's gonna come
with a massive pay raise.
912
00:34:40,411 --> 00:34:41,472
- Wow.
I ain't gonna let you down.
913
00:34:41,496 --> 00:34:44,349
- I can't wait to see you,
first, run your own kitchen,
914
00:34:44,373 --> 00:34:47,394
and then run your own Fridays
as general manager.
915
00:34:48,586 --> 00:34:50,856
- I became CEO starting
as kitchen manager.
916
00:34:50,880 --> 00:34:51,815
- Wow.
917
00:34:51,839 --> 00:34:52,734
- All right, you can go
as far as you wanna go
918
00:34:52,758 --> 00:34:54,193
in this company. - Thank you.
919
00:34:54,217 --> 00:34:55,903
- You've redeemed yourself,
right?
920
00:34:55,927 --> 00:34:57,905
You found a new path,
and it's all on you.
921
00:34:57,929 --> 00:35:00,199
You did this, you know.
You've earned...
922
00:35:00,223 --> 00:35:01,325
We're not giving you
anything here.
923
00:35:01,349 --> 00:35:03,952
- I'm glad to be
part of the team.
924
00:35:03,976 --> 00:35:05,204
I feel crazy, shocked.
925
00:35:05,228 --> 00:35:08,165
I appreciate this opportunity
right here.
926
00:35:08,189 --> 00:35:09,750
I'ma knock it out the box.
927
00:35:11,108 --> 00:35:13,212
- Michelle, when I first
met you in the restaurant,
928
00:35:13,236 --> 00:35:14,880
I was really impressed.
929
00:35:14,904 --> 00:35:16,256
I mean, you have
a great presence.
930
00:35:16,280 --> 00:35:19,468
Problem was, it was
pretty chaotic in there.
931
00:35:19,492 --> 00:35:20,469
- Very.
932
00:35:20,493 --> 00:35:23,806
- It was hectic, disorganized,
933
00:35:23,830 --> 00:35:26,058
so we have a few issues.
934
00:35:26,082 --> 00:35:29,770
So one of the first things
I wanna do to support you...
935
00:35:29,794 --> 00:35:32,773
I'm gonna send
a quality assurance team
936
00:35:32,797 --> 00:35:35,275
into the restaurant
and bring the standard up
937
00:35:35,299 --> 00:35:39,112
to TGI Fridays standards,
and they're gonna help you
938
00:35:39,136 --> 00:35:41,824
with staffing,
and then once that's done,
939
00:35:41,848 --> 00:35:42,950
I'm gonna look to you
940
00:35:42,974 --> 00:35:45,119
and your fellow managers
to maintain it.
941
00:35:45,143 --> 00:35:45,954
Do you think you could do that?
942
00:35:45,978 --> 00:35:47,496
- Of course.
- How's that sound?
943
00:35:47,520 --> 00:35:48,456
- I would love to have that.
- You'd love to have that?
944
00:35:48,480 --> 00:35:50,290
- Yes, I always feel like
we need a lot
945
00:35:50,314 --> 00:35:52,835
more support than we have.
- Right.
946
00:35:52,859 --> 00:35:54,586
- That will definitely be great.
947
00:35:54,610 --> 00:35:55,838
- Well, careful
what you ask for, Michelle,
948
00:35:55,862 --> 00:35:56,506
'cause you got plenty
of help coming now.
949
00:35:56,530 --> 00:35:59,424
- I'm ready.
- All right.
950
00:35:59,448 --> 00:36:02,427
Michelle, you recently
had a death in the family.
951
00:36:03,494 --> 00:36:06,139
- Yes, last Wednesday, my mom.
952
00:36:06,163 --> 00:36:09,309
- Losing a family member
is not just a personal loss,
953
00:36:09,333 --> 00:36:12,479
but there tends to be
financial obligations as well.
954
00:36:12,503 --> 00:36:13,814
- Sure is.
955
00:36:13,838 --> 00:36:16,024
- And I want you to know
that we're in your corner,
956
00:36:16,048 --> 00:36:19,820
and we're on your team
as part of the Fridays family.
957
00:36:19,844 --> 00:36:20,821
- Thank you.
958
00:36:20,845 --> 00:36:23,490
- So I'd like
to give you $10,000...
959
00:36:24,349 --> 00:36:27,953
To help personally
with your family.
960
00:36:27,977 --> 00:36:29,997
- Oh, my God.
961
00:36:30,021 --> 00:36:31,999
Thank you so much.
962
00:36:32,023 --> 00:36:33,625
Thank you so...
963
00:36:33,649 --> 00:36:37,504
I never thought
this would ever happen to me.
964
00:36:37,528 --> 00:36:39,339
- What I also noticed...
You work a lot.
965
00:36:42,116 --> 00:36:43,719
And you seemed
a little bit tired,
966
00:36:43,743 --> 00:36:46,221
so I wanna give you
another $10,000,
967
00:36:46,245 --> 00:36:48,557
and perhaps you can use
that to take a holiday?
968
00:36:50,041 --> 00:36:53,186
How's that sound?
- Oh, that is great.
969
00:36:53,210 --> 00:36:56,189
One of my dreams is for me
to take her ashes
970
00:36:56,213 --> 00:36:58,358
back to Belize
and pour it in the ocean.
971
00:36:58,382 --> 00:36:59,860
- Oh, that's beautiful.
972
00:36:59,884 --> 00:37:01,612
- So that will be
the greatest help
973
00:37:01,636 --> 00:37:02,946
you can ever give me.
974
00:37:02,970 --> 00:37:04,323
Thank you so much.
975
00:37:04,347 --> 00:37:06,325
- I want you to keep growin'...
- Thank you so much.
976
00:37:06,349 --> 00:37:08,368
- In the company.
977
00:37:08,392 --> 00:37:10,871
- Oh, my gosh,
I am so grateful for this.
978
00:37:10,895 --> 00:37:12,206
You don't know.
979
00:37:12,230 --> 00:37:15,107
Right now, I am so overwhelmed.
980
00:37:15,816 --> 00:37:18,754
- Brittney, being
in this business for 30 years,
981
00:37:18,778 --> 00:37:22,007
I think I'm pretty hard
to surprise,
982
00:37:22,031 --> 00:37:26,178
but you shared a story with me
that completely surprised me
983
00:37:26,202 --> 00:37:28,388
and told me that you were
an addict for quite some time.
984
00:37:28,412 --> 00:37:30,599
- Yeah.
985
00:37:30,623 --> 00:37:32,559
My entire life changed
because Fridays gave me
986
00:37:32,583 --> 00:37:36,355
the opportunity
to be something different.
987
00:37:36,379 --> 00:37:39,274
- I'm relieved to hear that
Fridays was the kind of place
988
00:37:39,298 --> 00:37:41,401
that gave you
that second chance.
989
00:37:41,425 --> 00:37:44,071
- It was like a family.
- Right.
990
00:37:44,095 --> 00:37:48,408
Well, and that's exactly
what I want it to be.
991
00:37:48,432 --> 00:37:49,409
You like the fact that Fridays
is an global brand.
992
00:37:49,433 --> 00:37:51,453
- Mm-hmm.
993
00:37:51,477 --> 00:37:55,082
- And that you had some
international aspirations.
994
00:37:56,315 --> 00:37:57,918
- I love traveling.
995
00:37:57,942 --> 00:38:00,462
I love seeing new things,
so I've always wanted to go
996
00:38:00,486 --> 00:38:02,631
to a different store,
different location.
997
00:38:02,655 --> 00:38:05,509
- I called the president
of international, John Neitzel,
998
00:38:05,533 --> 00:38:08,971
and I think we've found
a pretty cool opportunity.
999
00:38:08,995 --> 00:38:10,430
So we're opening a brand-new
restaurant in Istanbul.
1000
00:38:10,454 --> 00:38:14,977
We'll invest about $25,000
to get you to go out
1001
00:38:15,001 --> 00:38:17,771
as a bartender
and manager trainer
1002
00:38:17,795 --> 00:38:18,564
and have the international
experience.
1003
00:38:18,588 --> 00:38:20,607
- Thank you so much.
1004
00:38:21,799 --> 00:38:23,944
- Thank you. I'm so excited.
1005
00:38:23,968 --> 00:38:25,737
Thank you so much.
- Sound like fun?
1006
00:38:25,761 --> 00:38:27,239
- Yes, it sounds awesome.
1007
00:38:27,263 --> 00:38:27,949
- I will warn you,
1008
00:38:27,973 --> 00:38:29,616
you're gonna work your butt off.
1009
00:38:29,640 --> 00:38:31,076
- Oh, I'm okay with that.
1010
00:38:31,100 --> 00:38:33,120
- We just wanna give you
this experience
1011
00:38:33,144 --> 00:38:35,080
because you're an inspiration,
1012
00:38:35,104 --> 00:38:37,124
and I want something good
to happen for you.
1013
00:38:38,149 --> 00:38:39,835
So what I'd like to do
in addition
1014
00:38:39,859 --> 00:38:41,420
to your trip to Turkey,
1015
00:38:41,444 --> 00:38:44,131
I also wanna give you
$25,000 cash.
1016
00:38:45,489 --> 00:38:46,466
- Thank you so much.
1017
00:38:46,490 --> 00:38:48,635
- How's that gonna help you?
1018
00:38:48,659 --> 00:38:49,512
- It's gonna make
every difference.
1019
00:38:49,536 --> 00:38:52,180
You have no idea.
1020
00:38:52,204 --> 00:38:53,640
- I hope it gives you
a little less stress
1021
00:38:53,664 --> 00:38:56,643
in your personal life,
so you can just focus on you.
1022
00:38:56,667 --> 00:38:58,603
- Thank you so much. Thank you.
1023
00:38:58,627 --> 00:39:00,689
I am completely in shock
right now.
1024
00:39:00,713 --> 00:39:02,399
This is just gonna
make everything
1025
00:39:02,423 --> 00:39:04,026
completely different for me.
1026
00:39:04,050 --> 00:39:07,029
I'm gonna have things that I've
been working so hard for
1027
00:39:07,053 --> 00:39:07,905
for so long.
1028
00:39:07,929 --> 00:39:11,158
Everything's finally
coming together.
1029
00:39:11,182 --> 00:39:15,495
- Susana, thank you so much for
spending all that time with me.
1030
00:39:15,519 --> 00:39:16,997
I really enjoyed it.
1031
00:39:17,021 --> 00:39:19,875
I mean, your energy,
it was uplifting,
1032
00:39:19,899 --> 00:39:21,877
and it was apparent
to me that you've
1033
00:39:21,901 --> 00:39:23,503
got a lot of responsibility
at home.
1034
00:39:24,904 --> 00:39:27,966
You literally went
from being a child yourself
1035
00:39:27,990 --> 00:39:30,677
to the matriarch of your family
overnight.
1036
00:39:30,701 --> 00:39:33,847
- It's hard to raise
my two sisters
1037
00:39:33,871 --> 00:39:35,974
and my nephew at the same time,
1038
00:39:35,998 --> 00:39:38,477
having to manage work
and, really,
1039
00:39:38,501 --> 00:39:40,520
to have a budget
on everything we do.
1040
00:39:40,544 --> 00:39:42,689
- You know, one of the things
that I'd like to be able to do
1041
00:39:42,713 --> 00:39:47,527
for you is give you
$10,000 to pay for childcare.
1042
00:39:47,551 --> 00:39:49,654
- Really?
- Yeah.
1043
00:39:49,678 --> 00:39:51,073
- Oh, my God.
1044
00:39:52,473 --> 00:39:53,575
- Tryin' to hold back the tears
a little bit, you know?
1045
00:39:53,599 --> 00:39:56,411
It's kinda hard.
1046
00:39:56,435 --> 00:39:58,080
- Listen, you've got a ton
on your shoulders.
1047
00:39:58,104 --> 00:39:59,081
- Thank you so much.
1048
00:39:59,105 --> 00:40:01,374
You know, it's really hard
'cause, you know,
1049
00:40:01,398 --> 00:40:02,834
a lot of pressure.
1050
00:40:02,858 --> 00:40:04,336
The possibility of losing
the apartment
1051
00:40:04,360 --> 00:40:05,712
where we're living at now
1052
00:40:05,736 --> 00:40:07,047
is very stressful for me.
1053
00:40:07,071 --> 00:40:08,423
It's hard.
1054
00:40:09,907 --> 00:40:12,552
- I can't imagine the pressure
that you find yourself under
1055
00:40:12,576 --> 00:40:14,221
day to day, week to week.
1056
00:40:14,245 --> 00:40:15,889
I think I'm gonna be able
to help you with that.
1057
00:40:15,913 --> 00:40:17,673
I also wanna pay your rent
for the next year.
1058
00:40:20,042 --> 00:40:21,269
So for the next year,
1059
00:40:21,293 --> 00:40:24,022
you're not gonna have to think
about rent one time.
1060
00:40:24,046 --> 00:40:25,690
- Sorry.
1061
00:40:25,714 --> 00:40:28,401
It's really hard for me,
you know.
1062
00:40:28,425 --> 00:40:31,947
I'm just overwhelmed
because I haven't had anybody,
1063
00:40:31,971 --> 00:40:35,534
you know, to help me the way
that you're gonna help me.
1064
00:40:35,558 --> 00:40:37,452
Sorry.
1065
00:40:37,476 --> 00:40:39,162
- No, look at me.
1066
00:40:39,812 --> 00:40:40,623
It's definitely gonna take
1067
00:40:40,647 --> 00:40:43,083
a lot of stress
off of my shoulders,
1068
00:40:43,107 --> 00:40:45,418
and I hope I get to feel
like I have a life,
1069
00:40:45,442 --> 00:40:47,546
because I feel like I don't,
you know.
1070
00:40:47,570 --> 00:40:50,590
Sometimes I feel trapped.
1071
00:40:50,614 --> 00:40:52,425
- I want you to know
that you're not on your own,
1072
00:40:52,449 --> 00:40:54,219
so there's one more thing
that I'd like to do for you.
1073
00:40:54,243 --> 00:40:55,387
- Okay.
1074
00:40:55,411 --> 00:40:57,430
- We're gonna give you
another check
1075
00:40:57,454 --> 00:40:59,766
for $30,000.
1076
00:40:59,790 --> 00:41:01,601
- Are you serious?
- I'm serious.
1077
00:41:01,625 --> 00:41:03,562
And I want you to have
no pressure.
1078
00:41:03,586 --> 00:41:06,606
- Wow.
- I want you to enjoy yourself
1079
00:41:06,630 --> 00:41:07,899
and keep doing
what you're doing,
1080
00:41:07,923 --> 00:41:09,442
'cause it's really beautiful.
1081
00:41:09,466 --> 00:41:10,610
- Whew.
- It's okay.
1082
00:41:10,634 --> 00:41:13,113
- I'm a little bit
overwhelmed right now.
1083
00:41:13,137 --> 00:41:14,281
I'm definitely gonna try
1084
00:41:14,305 --> 00:41:15,782
to get back into school
with that money.
1085
00:41:15,806 --> 00:41:17,409
- I hope so.
- I want to.
1086
00:41:17,433 --> 00:41:19,828
I want to be able to give
my sisters a better future.
1087
00:41:19,852 --> 00:41:21,121
- Wow.
- Thank you for helping me
1088
00:41:21,145 --> 00:41:22,247
with that. -
1089
00:41:22,271 --> 00:41:22,957
- Thank you so much.
- Thank you.
1090
00:41:22,981 --> 00:41:24,583
Give you a big hug. - Yeah.
1091
00:41:24,607 --> 00:41:25,792
- Thank you.
1092
00:41:25,816 --> 00:41:27,669
I'm still in shock
more than anything.
1093
00:41:27,693 --> 00:41:30,964
I feel like I can breathe now.
1094
00:41:31,865 --> 00:41:34,801
- Having grown up
in TGI Fridays,
1095
00:41:34,825 --> 00:41:37,971
it's always had a really
special place in my heart,
1096
00:41:37,995 --> 00:41:40,307
and being undercover like that
1097
00:41:40,331 --> 00:41:42,476
was really unique.
1098
00:41:42,500 --> 00:41:44,311
There are definitely things
I want to change.
1099
00:41:44,335 --> 00:41:46,813
I want to immediately
improve our training,
1100
00:41:46,837 --> 00:41:48,773
our communication and support
for our restaurants,
1101
00:41:48,797 --> 00:41:50,650
as they're the beating heart
of this company.
1102
00:41:50,674 --> 00:41:54,029
We say that people
of all stripes unite.
1103
00:41:54,053 --> 00:41:55,780
I'm proud of us
for being a place
1104
00:41:55,804 --> 00:41:56,781
that gives people
a second chance.
1105
00:41:56,805 --> 00:41:59,492
I want to run a company
that does that.
1106
00:41:59,516 --> 00:42:02,495
When we fix these issues that
I've been able to uncover,
1107
00:42:02,519 --> 00:42:03,747
I'm sure we're gonna
move forward
1108
00:42:03,771 --> 00:42:05,606
as a much stronger team.
1109
00:42:10,986 --> 00:42:17,993
Subtitles >>>>oakislandtk<<<<<
www.opensubtitles.org
78727