Golden Crust Caribbean Bakery & Grill Undercover Boss Summary
Lowell Hawthorne, the president and CEO of Golden Crust Caribbean Bakery & Grill, goes undercover in his own company to see how it operates and identify areas for improvement. As the leader of the number one producer of Jamaican patties in the world, Hawthorne must keep his cover and address the issues within his company, including poor working conditions and low pay.
Company Background
Golden Crust Caribbean Bakery & Grill, also known as Boland Caribbean Bakery and Grill, is the first and only Jamaican franchise company in the US. The company was founded by a native of Jamaica who came to the US at 21 with nothing and was inspired by his baker father to start a bakery. The business expanded rapidly, with 17 restaurants in New York City by 1996, and over 120 stores in nine states by 2004, also supplying food to schools, penal systems, and supermarkets.
Undercover Experience
Hawthorne starts his undercover journey at a top-performing store in Brooklyn, New York, that generates over $1.2 million annually. He works in various roles, including as a chef and a forklift operator, to understand the challenges faced by his employees. Along the way, he meets employees who are unhappy with the company, citing poor working conditions and low pay compared to other warehouses.
Challenges and Issues
Some of the issues Hawthorne encounters include:
- Poor organization of freezer space
- Lack of skilled labor and fair pay
- Unacceptable working conditions
- Inconsistency in food quality and preparation
- Lack of a recipe book or manual in the kitchen
Solutions and Rewards
After going undercover, Hawthorne decides to make changes to improve the lives of his employees. He:
- Promotes one of his employees to inventory manager with an $18,000 raise
- Establishes a $25,000 scholarship fund for the employee’s daughter
- Offers a significant promotion, including a 25% salary increase and a $20,000 check, to a store employee
- Offers a promotion to Executive Chef with a significant salary increase and additional rewards
- Waives the $25,000 franchise fee and provides a $15,000 check to help an employee start a Golden Crust franchise
Conclusion
Through his undercover experience, Hawthorne learns that his employees are more than just workers, they have dreams and aspirations, and he feels a responsibility to make a difference in their lives. He reflects on his life and how his father’s passion for cooking inspired him, and he wants to improve his employees’ lives and provide them with the tools to be successful.
Key Vocabulary
| Term | Definition | Example Usage |
|---|---|---|
| Undercover Boss | A reality TV show where a high-ranking executive goes undercover in their own company to identify areas for improvement. | Lowell Hawthorne, the CEO of Golden Crust, went undercover in his own company to see how it operates. |
| Franchise | A business model where a company allows other businesses to operate under its brand name and guidelines. | Golden Crust is a franchise company with over 120 stores in nine states. |
| Inventory Management | The process of managing and controlling a company’s inventory, including storage, tracking, and ordering. | Hawthorne promoted an employee to inventory manager to improve the company’s inventory management. |
| Working Conditions | The environment and circumstances in which employees work, including safety, comfort, and well-being. | Hawthorne encountered unacceptable working conditions during his undercover experience. |
| Skilled Labor | Employees with specialized skills, training, or experience that are essential to a company’s operations. | Hawthorne identified a lack of skilled labor as one of the issues in his company. |
| Food Quality Control | The process of ensuring that food products meet certain standards of quality, safety, and consistency. | Hawthorne encountered inconsistency in food quality and preparation during his undercover experience. |
| Employee Development | The process of providing employees with training, education, and opportunities to improve their skills and advance in their careers. | Hawthorne offered promotions and rewards to employees to support their development and well-being. |
| Leadership | The ability to guide, motivate, and inspire employees to achieve a company’s goals and vision. | Hawthorne demonstrated leadership by taking responsibility for improving his employees’ lives and providing them with opportunities for growth. |
| Franchise Fee | The initial payment made by a franchisee to a franchisor to obtain the right to operate a franchise. | Hawthorne waived the $25,000 franchise fee to help an employee start a Golden Crust franchise. |
| Scholarship Fund | A fund established to provide financial assistance to students or individuals pursuing education or training. | Hawthorne established a $25,000 scholarship fund for the daughter of one of his employees. |
Watch The Video
Vocabulary Quiz
1. Which word means ‘a person who is in charge of a business or organization’ in the context of Lowell Hawthorne’s role in Golden Crust Caribbean Bakery & Grill?
A) Chef
B) Employee
C) CEO
D) Franchisee
2. What does ‘franchise’ mean in the context of Golden Crust Caribbean Bakery & Grill’s business model?
A) A single store location
B) A type of food product
C) A business model where multiple locations operate under the same brand name
D) A method of food preparation
3. Which term describes ‘the state of being poorly organized or maintained’ as seen in the freezer space of Golden Crust Caribbean Bakery & Grill?
A) Sanitation
B) Disorganization
C) Efficiency
D) Productivity
4. What is meant by ‘undercover’ in the context of Lowell Hawthorne’s experience in his own company?
A) Working openly as the CEO
B) Working secretly as an ordinary employee to gather information
C) Visiting stores as a customer
D) Conducting interviews with employees
5. Which word means ‘a payment or gift given to someone in recognition of their work or achievement’ in the context of the rewards given to employees by Hawthorne?
A) Salary
B) Promotion
C) Reward
D) Scholarship
Answer Key:
1. C
2. C
3. B
4. B
5. C
Grammar Focus
Grammar Focus: The Use of the Present Perfect Tense to Describe Completed Actions with a Connection to the Present
Grammar Quiz:
Choose the correct answer for each question:
1. By the end of 2004, Golden Crust Caribbean Bakery & Grill ____________________ over 120 stores in nine states.
- a) has opened
- b) opens
- c) had opened
- d) was opening
2. Lowell Hawthorne ____________________ his company to see how it operates and identify areas for improvement.
- a) goes
- b) went
- c) has gone
- d) is going
3. The company ____________________ a $25,000 scholarship fund for one of the employee’s daughters.
- a) establishes
- b) has established
- c) establish
- d) was establishing
4. By 1996, the business ____________________ 17 restaurants in New York City.
- a) has expanded to
- b) expanded to
- c) had expanded to
- d) was expanding to
5. Hawthorne ____________________ a significant promotion to one of his employees, including a 25% salary increase.
- a) offers
- b) offered
- c) has offered
- d) is offering
Answer Key:
1. c) had opened
2. b) went
3. b) has established
4. c) had expanded to
5. c) has offered