Good to Great Service

Let me first address the longstanding debate about what truly makes a restaurant great; the quality of the service or the quality of the food. I've personally witnessed executive chefs and dining room managers argue their points over bottles of wine up to the point of intoxicated exhaustion. The bottom line is: if the service is lacking the guests may not return, and if the quality of the food is lacking the guests may not return. Like a symphony, a perfectly composed dining experience is the sum of a thousand small notes that have to come together at the right time to strike the right chord. This is why clear communication and respect between the front and the back of the house is imperative. That, however, is an issue to be examined at another time. This, after all, is a post concerning great service. And so, I digress...

Hiring

Great service begins with hiring the right people for the job. For those of you who have ever opened a restaurant this may be a subject that causes your blood pressure to rise suddenly for a brief moment. Conducting interviews en masse can be a grueling, if not at times hilarious task. I once reviewed an application that listed the desired position as "bust boy". I was never quite sure if that sounded like a good position or not. Needless to say, you may encounter your share of prospective employees that have limited or zero experience. Restaurant work accounts for a high percentage of Americans' first jobs, and you can't expect to find too many hostesses or bust boys that are highly tenured. The takeaway here is that a good owner or manager can train someone how to perform front of the house duties the majority of the time, but can rarely teach attitude, work ethic, or presence.

With proper training, most individuals with the right attitude and a true willingness to learn can become assets to the team. That is not to say that experience doesn't hurt. There are skilled workers out there who can add real life knowledge and guidance. Don't allow these candidates to slip away, and even make room for them if necessary. You will need key employees to assist in the training of new staff.

You can learn more about front of the house hiring and interview techniques in my upcoming book Running Restaurants 101.

The next post will explore some training basics. Until then, mangi bene e sia bene! Grazie! See you next time!