Undercover Boss Recap: Moe’s Southwest Grill Chief’s Mission on Paying it Forward
Undercover Boss takes a bite of the hot and cold chatter in running Moe’s Southwest Grill. How will the company’s chief weigh on in his personal discoveries?
Paul Damico is the President of Moe’s Southwest Grill, a growing fast-food company with 500 stores in 34 states and one in in Moscow, Russia. Paul oversees 10,000 employees and ensures that Moe’s franchisees and associates continue to maintain the brand’s high-energy among employees and its famous healthy food. His undercover work will test his vast experience in the culinary industry.
Paul puts his “failed fine-dining restaurateur” disguise in motion in Fort Myers, Florida where he meets Tito, the store’s shift supervisor. This particular store is known for its high volume; Paul is interested in the mechanisms of the evening shift since 40% of Moe’s revenues are from night dining. Paul’s encounter with 19-year old Tito is very direct and at most times unprofessional. Tito, who has just been promoted after seven months into the job, is bossy and cusses a lot. This upsets Paul especially after being yelled and treated badly. He realizes that Tito’s behavior may just have something to do with his young age.
Paul decides to head to Charleston, South Carolina to see how a seasoned manager deals with pressure, employee interaction and the guest experience. Angelisa, the store’s manager, shows Paul how things are handled amidst a long line of guests: it’s important to balance speed and a very personal guest treatment . Angelisa points out that taking care of returning clients is critical in the store’s success. Paul realizes that Angelisa’s motivation at work isn’t marred by the fact that she is a single mother to two children. He’s also happy when she suggests a line of dessert burrito for the brand. At the end of the day, Paul realizes that being the big boss allows him share his blessings by paying things forward to his employees.
In Columbia, South Carolina, Paul gets into the nitty-gritty of Moe’s catering services where she meets Janet, the catering director. He learns first-hand of Janet’s passion in sales, proof of which is her outstanding sales output which is higher than the average. He meets Damon in Nashville, Tennessee, who patiently shows him how preparations are made before the store opens. Damon’s personal story of overcoming adversity (including living in a car and taking care of his daughter) makes Paul remember of his experiences with his own father and wanting the best for his children.
In revealing his real identity, Paul gives Tito a second chance by giving him a proper managerial training to learn how to treat his employees with respect. For Janet, he offers her a job in his executive staff to create product ideas for Moe’s, $10,000 for a vacation trip with her husband and $5,000 shopping money. For Angelisa, Paul offers her a chance to bring up her dessert idea with Moe’s executive chef, $15,000 to finish her bachelor’s degree and $40,000 for her children’s schooling. Damon’s hard work is rewarded with $15,000 to purchase a reliable car, $40,000 for his kid’s day care needs and college fund.
This is probably the best episode I’ve seen on Undercover Boss particularly on Paul’s point of paying it forward and not just rewarding employees for the sake of doing so.
That’s our recap of Undercover Boss today, 1/18/13. We’ll have another recap next week. Until then, please check out our Undercover Boss archives HERE.
Image credit: Undercover Boss