Chipotle has not had to deal with a major food-safety scare since 2016, despite scattered reports of health problems. Mr. Niccol said the chain was “an industry leader” on food safety, with policies like a provision that ensures employees still get paid when they call in sick.
“Our managers and field leaders are zero tolerance on asking sick people to work,” Mr. Niccol said. “We’re doing some really progressive things on the food safety front, and we’re going to have to, because we’re going to stay committed to using real ingredients.”
Even as its fortunes improve, however, Chipotle still must contend with the broader challenges in the restaurant industry. Last year, the turnover rate among the chain’s hourly workers was 145 percent — a strikingly high figure, though not an unusual one given the serious labor shortages facing fast-food companies.
“A good restaurant experience is dependent on a great staff that knows what they’re doing,” said Marissa Andrada, Chipotle’s chief people officer. “When you have newer people, it’s challenging for the more tenured people to carry the load.”
Last month, Chipotle announced a new bonus program created to keep hourly employees at the chain longer. Now, staff members who meet certain performance benchmarks can earn what amounts to an additional month’s pay every year.
Itzi Hernandez, 26, took over as the manager of a Chipotle in Irvine, Calif., in April. After her first three months, only a quarter of the original staff still worked there. “It has progressively gotten worse,” she said, “not just with turnover itself, but with having to work around schedules to cover shifts.”
Ms. Hernandez said she hoped the new bonus program would encourage employees to stay.
“It’s going to continue to drive new talent to the company,” she said, “and help people who are eager to be a part of this continue to help us with everything we want to achieve.”
