Labor and Staff
Build a Positive Restaurant Culture to Drive Customer Satisfaction
2/25/2025
Whether an establishment positions itself as fast casual or a fine-dining experience, the front-of-house [FOH] staff sets the tone for your operation. The manner in which hosts, servers, bussers, managers, bartenders, etc. interact with guests just might determine if you’ll get repeat or “one and done” customers.
According to Datassential’s Labor Keynote 2024,1 consumers prioritize customer service. The prominent, Chicago-based marketing research firm reports that 88% of consumers are much more likely to return to a location that has excellent service. Here are some additional statistics:
The #1 most attractive service quality is friendly and attentive service, regardless of the segment. On the flip side, the #1 detractor is rude waitstaff.
Around 75% of patrons say they are willing to pay more to visit locations with good employee morale.
63% of operators have started pairing new staff with experienced servers for hands-on training.
81% of consumers agree that bad service can ruin a meal—even if the food is great.
There are many ways operators may temporarily improve bad service, including terminating slacking employees, and retraining staffers, but that won’t help in the long run. Managers must develop long-term, sustainable solutions to retain employees and attract loyal customers simultaneously.
In a fast-paced industry where there are low retention rates, however, that’s easier said than done. The hospitality industry, according to the Bureau of Labor Statistics,2 suffered the highest employee turnover rates of all occupations in 2023. It was 79%, compared to 18% for those working in government. There’s clearly a lot of work to be done.
Improving the morale of FOH staff for better customer service
When morale is low FOH, that energy is passed onto customers. In the end, this will affect the bottom line of the operations. Managers can spend thousands of dollars on training employees to be more efficient at their jobs, or they can take on a more people-forward approach and use that money for bonuses. Here are some recommendations for investing in your staff to get the best out of them:
Allow everyone to have a voice. From the busser to the general manager, everyone’s opinion should be respected in your foodservice operation. It’s important to establish an environment where everyone feels comfortable enough to offer ideas that won’t get shot down. Varying points of view keep establishments fresh, and if employees know that their ideas are being implemented, they will have ownership of what goes on in the restaurant. There should be a meeting with the FOH team at least once or twice a month where employees get to express themselves.
Develop a more personable “family meal” program. Most restaurants with family meal programs get ideas from the back-of-house staff. It might be worth exploring participation from all employees with everyone contributing dishes that are close to their hearts. During the meals, contributors can start a discussion about the backstories of the dishes. This exercise creates camaraderie, plus co-workers will get to collect an arsenal of new recipes!
Organize more staff outings. In addition to building camaraderie, these staff outings can help support other co-workers, the community, or other local businesses. For example, an employee could be starring in a local theater production or live blues show. Group tickets are always discounted, so it’s a great opportunity for all to support. Also, charities are always looking for volunteers for various activities and events. Employees can band together by offering a lending hand. These are all opportunities to get out of the regular working space and connect on a more personal level.
Establish mental health days. More than ever, these types of days are needed—especially for those dealing with the public on a regular basis. Operators should determine how these should be labeled: sick days or mental health days. Regardless of what they’re called, it’s important for employees to take them rather than half-heartedly engaging with customers when they’re going through something.
Offer perks for working holidays, Sunday brunch, etc. Mother’s Day is the busiest restaurant day of the year, according to Nation’s Restaurant News.³ And those working it FOH must be cheery and make every mom feel like the most important person in the room. It’s also on a Sunday. And there are always kids running around everywhere. Employees working this day deserve more than a gold star. They deserve something a little extra to keep them in a good mood. Gift cards to other restaurants, debit gift cards, tickets to pro football or basketball games, or concert tickets are great ideas. If you’re short on cash, another great idea is to trade favors with another local operator. Perhaps arrange a comped special tasting menu event at this establishment for your employees; the other restaurant can do the same at yours.
Offer quarterly bonuses or days off for top employees. The number one way to make employees happy is by giving them more money. Instead of “Employee of the Month,” which can be more expensive, offer them an opportunity to land the “Employee of the Quarter” honors. That’s more of an incentive for employees to put their best foot forward when they see their smiling photo hanging in the staff room for a few months. Adding a nice quarterly bonus and a few days off is certain to make this program competitive between co-workers.
In all, it’s important to create an establishment where your employees look forward to coming to work every day. Venues focusing on a positive atmosphere with their staff will attract more repeat customers.
1 Datassential’s Labor Keynote 2024
2 Bureau of Labor Statistics
3 Restaurant brands prepare for the Mother’s Day rush
