A fresh testimony has emerged in the developing Artcaffé staff welfare saga, this time from a supervisor who claims that even those tasked with running branch operations are overworked, underpaid and mentally exhausted.
The latest account adds a new layer to complaints previously raised by staff and former employees, who alleged poor working conditions, unsafe late-night transport, “funga fungua” shifts, salary deductions, poor staff meals, intimidation, pregnancy-related stress and lack of support from HR.
In this new testimony, a supervisor at Artcaffé claims that supervisors carry the daily burden of branch operations, including managing staff, handling customer complaints, chasing sales targets, monitoring stock and keeping the business running, yet they allegedly remain undervalued and poorly compensated.
The supervisor says the job has become mentally draining and professionally unsustainable, especially because supervisors are expected to perform manager-level duties without matching pay, recognition or proper support.
According to the supervisor, some shifts regularly stretch beyond 12 hours, with examples including reporting at 5:30 AM and leaving at 5:00 PM, or starting at 2:45 PM and working until midnight.
The situation becomes worse for evening staff, who allegedly arrive home as late as 3:00 AM because of transport delays, only to be expected back for early morning shifts.
Below is the testimony as received:
“Dear Nyakundi,
Thank you for highlighting the challenges we face at Artcaffe. We appreciate your focus on these critical issues.
As a supervisor at Artcaffe, I want to share the reality of our working conditions. While we are the backbone of branch operations — handling staff, customer complaints, sales targets, and stock — the role has become mentally exhausting and professionally unsustainable.
Despite carrying the weight of the branch, supervisors feel undervalued, underpaid, and overworked.
Key issues include:
Excessive hours: Shifts regularly exceed 12 hours, for example 5:30 AM to 5:00 PM or 2:45 PM to midnight. Due to late commutes, evening staff often return home by 3:00 AM and are still expected to report for early morning shifts.
Compensation: The KSh 50,000 gross pay, which is approximately KSh 39,000 net, does not align with 60-plus hour work weeks and manager-level responsibilities.
Management gaps: Credit for successful performance often goes to managers who are less involved in daily operations.”
The supervisor’s claims raise serious questions about how Artcaffé structures work at branch level, especially if supervisors are being made to carry manager-level responsibilities while earning pay that does not reflect the workload.
A KSh 50,000 gross salary may appear reasonable to outsiders, but the supervisor argues that once long working hours, late-night transport, pressure from management, customer complaints, stock accountability and sales targets are factored in, the pay no longer matches the responsibility.
The allegation that some supervisors work more than 60 hours per week also raises questions about fatigue, workplace safety, labour compliance and the mental health of employees.
This latest testimony is important because previous complaints largely came from junior staff and former employees. Now, even supervisors are alleging that the system is broken.
Artcaffé has built a polished public image as one of Kenya’s most visible restaurant brands, but the testimonies emerging from inside the company continue to paint a different picture behind the counter.
The company should publicly respond to these growing concerns and explain how it handles shift planning, supervisor pay, overtime, late-night transport, staff fatigue, HR complaints and recognition of those actually running daily branch operations.