Secret to Service Success

Okay we've been discussing this Restaurant Service Journey long enough, what's the bottom line? Is there one key to successful service in all restaurants.? Yes! OUR SERVICE STAFF. This includes management, utility, bussers, servers, cooks, hostpersons, etc. Anyone which is everyone who contributes to the service of your guests/customers. Today usually minimum amount of time and resources are spent on having the best staff possible. We spend huge amounts of money on marketing, equipment, decor and produce. We then cut costs in wages, uniforms, benefits and training. Then we have countless meetings on why we have little repeat business, high turnover, poor morale, theft and unprofessional service. Very few industries would send out the key people who represent their organization improperly attired, without proper tools, insufficient training and underpaid. We in the restaurant business do it daily. Let's think outside the traditional restaurant management box for a second. We build our business from the ground up. Demographic surveys, menu engineeering, market analysis, etc. We do look for that unique chef to fit our cusine and maybe a front of the house manager that understands our vision. We get the latest cool uniform for service staff (of course we don't think of getting input from anyone who will be working in them) maybe a Head server, hostess or captain, they haven't been hired yet (save that labor) NOW last but not least we have a job fair and hire 100 people for 60 permanent positions. Never would have thought of hiring 60 people who will stay with our restaurant if we offer professional working conditions similar to other professions. Rush through an accelerated training program and Viola! Opening night. What's wrong with this picture. You do the math. Honestly their are many restaurants and restaurant organizations that train and provide service staff with a professional environment to succed in. However generally the aforementioned scenario is the norm in our business. My love for the restaurant service and optimism for our industry tells me this is changing.