I would probably just shut it down eventually, just act so done w her shit like come on lady..we both know. Don’t act dumb, you sound very calm when you’ve talked to her so that’s good. Not a lot you can do besides try to get her to cut the act, and let her go if she doesn’t try to progress
Say what you need to and tell her that’s the end of it. You need her to hear you but you’re really not looking for an explanation. Then, “next time …” thank you. And walk away.
It sounds harsh but any little bit of flexibility or understanding will likely lead to excuses and around and around it goes
Frankly at this point I would just let her go. She isn’t making the experience for your staff or the customers a good one
Have your boss with you anytime you are reviewing feedback with this employee. Your boss or another witness can take notes. If written feedback is delivered, have the employee sign it. Document observed instances of poor behaviors to establish the already known patterns in writing. In your documentation, have an expectation for the employee going forward, like greeting customers and taking orders. The next time you see the employee not doing what they committed to, put it in writing again, citing the previous conversation. I would cite poor work ethic. Usually when someone signs on as an employee, they agree to a job description. If the job description had any part like “other job duties as delegated” or something along those lines, you can also cite that they are supposed to take customer orders per their job description.
It doesn't matter if she disagrees. It's not a negotiation. It's not a fucking democracy. YOU decide. You are the boss. So what if she denies it and says you are remembering wrong. You know you are remembering right. You need to be issuing a written warning each time she does anything. Whatever your policy says about disciplinary action before termination, get that train running. Clear instructions at the start of shift as to what her duties are, so she cannot claim it's not her job to do XYZ.
She’s still mean to the other employees they’ve come to me and I’ve taken notes and talked to her and then she cries. I have a meeting with HR today to talk about moving forward because she went to them claiming I’m also bullying her
Have a talk with her and go over her job duties, code of conduct, etc. Record everything and get other staff's testimony if they are witnesses to an incident etc. provide warnings and disciplinary action. If things dont improve with her, she must be fired.