Simplot RoastWorks - skyscraper - both - 01.20

McCain - Takeout and Delivery Menu Ideas - banner - both - 05.20

Chef-mate We Can Better - skyscraper - both - 06.23

Ready to Eat Frozen Vegetables - banner - both - 03.23

Reel in Greater Appeal - skyscraper - both - 10.22

Tork Free Clarity Foam Soap Starter Kit - banner - OE - 06.23

Simplot Sidewinders - Bendy is Trendy - skyscraper - both - 01.20

Nestle White Cheddar Mac - Customize Creamy Comfort - banner - both - 04.19

Jennie-O No Basic Burger Here - banner - both - 03.20

Sunny Fresh Egg Patty and French Toast - skyscraper - both - 03.23

Basic American Crispy Craveable Operator banner ad - 12.17

Rich's Plant-Based - Good Things Grow - banner - both - 11.20

Hormel - Fire-Braised Chicken - Now Serving Flame-Seared Perfection - skyscraper - both - 02.20

Rich's Plant Based Cooking Creme - banner - both - 02.18

Fabri-Kal - Packaging solutions for environmental and off-premise needs - banner - both - 11.19

Indiana Packers - Vertical Integration - skyscraper - both - 07.21

Skyscraper Ad - MM -  Beat - Operator

La Ranchera Birria Base - both - 09.24

Hormel - Bacon 1 - Full Case of Bacon No Grease - skyscraper - both - 02.20

Sunny Fresh Egg Bake Bites - skyscraper - both - 03.23

Simplot Delivery Solved - Conquest Fries - banner - both - 08.20

Cargill - Truvia Sweet Customer Satisfaction Naturally - skyscraper - both - 03.19

Butterball - Your Trusted Partner - skyscraper - both - 07.19

Banner Ad - 3 - OE - Operator - supersized

Simplot RoastWorks - banner - both - 01.20

Reel in Greater Appeal - both - banner - 10.22

General Mills - Gluten Free Options - banner - both - 03.18

Hormel - Bacon 1 - Less Time Less Grease Less Mess - banner - both - 02.20

Tork Compact Foodservice Cloths - banner - both - 07.17

Nestle Vitality - Build a Refreshing Beverage Program - both - skyscraper - 04.20

Dixie Ultra Surface Systems - skyscraper - both - 02.23

Simplot Pineapple Perfected - RoastWorks - banner - both - 08.20

Jennie-O Premium Turkey Breast Products - Turkey that Turns Up the Quality - banner - both - 02.20

Nestle White Cheddar Mac - Mac Pizza - banner - both - 04.19

Dan's Prize Sliced Meats Convenience - banner - both - 04.20

Shrimp that Brings the Big Picture - skyscraper - both - 11.22

Rich's Plant Based and Gluten Free Crusts - skyscraper - both - 07.18

Banner Ad - 1 - MM - Recipes - Operator - supersized

Sugar Foods - Turn Up the Beets Crispy Beets - banner - both - 05.18

Rich's Plant-Based - Good Things Grow - skyscraper - both - 11.20

Nestle Minors Slow-Simmered Stock - Free Sample - banner - both - 02.20

Performance Dairy Clarified Butter - banner - both - 04.24

Sugar Foods ecoStick Dispensers Beverage Station - skyscraper - both -10.16

Butterball - Quality, Versatility, and Consistency - banner - both - 07.19

Skyscraper Ad - MM - Heat - Operator

Potato Perks App - banner - both - 05.22

Nestle - Hot Cocoa Bulk and Single-Serve Packets - skyscraper - both - 09.21

Essity - Clean Dry Hands - banner - OE - 03.17

Sugar Foods Barista Blend - banner - both - 04.17

Performance Dairy Extra Melt - banner - both - 04.24

Catch of the Season - skyscraper - both - 07.22

Empress 5-Compartment School Food Tray - 05.22

We're All in On Chicken - banner - both - 04.01 - 07.01.25

Nestle Stouffers Can Your Classics Do This Recipe Ideas - banner - both - 01.20

Sugar Foods - Add Savory Beet Notes Crispy Beets skyscraper - both - 05.18

A Family of Fine Cheeses - skyscraper - both - 08.22

Nestle - Every Season is Pumpkin Season - skyscraper - both - 08.18

Cargill - Truvia Serve America's Best-Selling Stevia Sweetener - skyscraper - both - 03.19

Sunny Fresh Bacon and Cheese EggStravanganza - skyscraper - both - 03.23

Hormel - Fire-Braised Chicken - Ease Your Operator's Kitchen - banner - both - 02.20

Mini Cinnamon Swirl French Toast - banner - both - 09.23

General Mills - Pillsbury Takeout and Delivery Tips - skyscraper - both - 04.20

Sugar Foods - Turn Up the Beets Crispy Beets - skyscraper - both - 05.18

Fabri-Kal - Packaging solutions for environmental and off-premise needs - skyscraper - both - 11.19

Sugar Foods ecoSticks Dress Your Table for Success - banner - both - 04.18

Tork One Napkin - banner - OE - 03.17

Banner Ad - 2 - MM - Food calculator - Operator - Supersized

Indiana Packers - All-in-One Pork Supplier - skyscraper - both - 07.21

Simplot Sidewinders - Make Waves - banner - both - 01.20

Tyson - Bonici - Crave Chorizo - skyscraper - both - 04.21

Simplot Harvest Fresh Avocados - skyscraper - both - 01.20

Deliver Flavor and Value with Galbani Mozzarella - skyscraper - both - 07.22

Simplot Conquest Crispy Potato Strips - skyscraper - both - 01.20

Simply Potatoes Low Sodium Mashed Potatoes - skyscraper - both - 09.23

Performance Dairy Convenience and Consistency - banner - both - 04.24

Jennie-O Premium Turkey Breast Turkey that Turns Up the Quality - skyscraper - both - 02.20

Ambrosia Chocolate - banner - both - 03.23

Wave of Inspiration - skyscraper - both - 05.22

Sugar Foods ecoSticks Style and Substance - skyscraper - both - 04.18

Find Fresh Inspiration - skyscraper - both - 08.22

Catch of the Season - banner - both - 07.22

Nestle Minors Slow Simmered Stock - Free Sample - skyscraper - both - 02.20

Campbells_Snacks_Stack_Shelves_with_Craveable_Flavors_banner_both_05_14_07_31_25

Sunny Fresh Egg Bake Bites - banner - both - 03.23

Grab 'n Go! Anytime. Every Time - banner - both - 07.23

Tyson Cortona Pepperoni - skyscraper OE 1.23

Simplot GoodGrains - skyscraper - both - 01.20

Simplot Sidewinders - Bendy is Trendy - banner - both - 01.20

Sugar Foods ecoSticks Beautiful Inside and Out - skyscraper - both - 04.18

Sugar Foods ecoStick Less Waste - banner - both - 10.16

Hormel - Bacon 1 - You've Never Seen Bacon Like This - banner - both - 02.20

Campbells Snacks Spice Up Your Shelves - skyscraper - both - 05.14 - 07.31.25

Hormel - Fire-Braised Chicken - Don't Labor Over Great Chicken - banner - both - 02.20

Dan's Prize Pot Roast, Prime Rib, Short Ribs Time-Intensive Proteins Made Easy - banner - both - 04.20

Indiana Packers - Vertical Integration - banner - both - 07.21

Campbells Snacks - Perfect in a Crunch - skyscraper - both - 05.14 - 07.31.25

Sugar Foods Barista Blend - skyscraper - both - 04.17

McCain - Tactical Takeout Webinar - skyscraper - both - 05.20

Basic American Shred Competition operator banner ad - 12.17

Check Out the Major Products Product Guide - skyscraper - OE - 03.22

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&rsquo;ll get repeat or &ldquo;one and done&rdquo; customers.
According to Datassential&rsquo;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:
<ul>
<li>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.</li>
<li>Around 75% of patrons say they are willing to pay more to visit locations with good employee morale.</li>
<li>63% of operators have started pairing new staff with experienced servers for hands-on training.</li>
<li>81% of consumers agree that bad service can ruin a meal&mdash;even if the food is great.</li>
</ul>
There are many ways operators may temporarily improve bad service, including terminating slacking employees, and retraining staffers, but that won&rsquo;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&rsquo;s easier said than done. The hospitality industry, according to the <a href="https://www.bls.gov/news.release/pdf/jolts.pdf" target="_blank">Bureau of Labor Statistics</a>,2 suffered the highest employee turnover rates of all occupations in 2023. It was 79%, compared to 18% for those working in government. There&rsquo;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&rsquo;s opinion should be respected in your foodservice operation. It&rsquo;s important to establish an environment where everyone feels comfortable enough to offer ideas that won&rsquo;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 &ldquo;family meal&rdquo; 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&rsquo;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&mdash;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&rsquo;re called, it&rsquo;s important for employees to take them rather than half-heartedly engaging with customers when they&rsquo;re going through something.
Offer perks for working holidays, Sunday brunch, etc. <a href="https://www.nrn.com/marketing/restaurant-brands-prepare-mother-s-day-rush" target="_blank">Mother&rsquo;s Day is the busiest restaurant day of the year</a>, according to Nation&rsquo;s Restaurant News.&sup3; And those working it FOH must be cheery and make every mom feel like the most important person in the room. It&rsquo;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&rsquo;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 &ldquo;Employee of the Month,&rdquo; which can be more expensive, offer them an opportunity to land the &ldquo;Employee of the Quarter&rdquo; honors. That&rsquo;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&rsquo;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.
Content courtesy of Simplot Foods
1Datassential&rsquo;s Labor Keynote 2024 2<a href="https://www.bls.gov/news.release/pdf/jolts.pdf" target="_blank">Bureau of Labor Statistics</a> 3<a href="https://www.nrn.com/marketing/restaurant-brands-prepare-mother-s-day-rush" target="_blank">Restaurant brands prepare for the Mother&rsquo;s Day rush</a>

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.

Build a Positive Restaurant Culture to Drive Customer Satisfaction

Hiring someone without showing them what success means in your restaurant is like handing them a map with no destination.
It's about more than policies and procedures; it's about showing new hires they're valued, equipping them for success, and connecting them to your business's purpose.
Imagine starting a new job and walking in on day one only to find confusion, a scattershot schedule, and zero preparation for your arrival. Not the best way to begin a professional journey, right? Unfortunately, this is the reality for many new hires in the restaurant industry.
The first impression matters not only to guests but also to employees. An engaging and well-structured onboarding process can be the difference between an employee staying for years and one quitting after a few weeks (or even days). That&rsquo;s why I teach and train all owners and operators on how to create an Owner-Like Orientation&mdash;a mindset that treats every new hire like a long-term investment in the success of your business.
Here&rsquo;s how to implement strategies to create a welcoming, engaging, and retention-focused onboarding process.
1. Show Them What Success Looks Like
Hiring someone without showing them what success means in your restaurant is like handing them a map with no destination. Instead of vague job descriptions, provide clear, tangible examples of what excellence looks like.
What to Do:
<ul>
<li>Break down their role into actionable goals for the first 30, 60, and 90 days.</li>
<li>Create a &ldquo;Day in the Life&rdquo; walkthrough to give them a vivid picture of their responsibilities.</li>
</ul>
Real-World Example:
At Viva Chicken, a fast-casual chain, job descriptions were restructured to emphasize career growth and company culture. The result? A higher quality of applicants and faster hiring cycles.
Employees who can visualize success are more motivated to achieve it, and this clarity helps new hires feel confident in their ability to contribute.
2. Build Buy-In from Your Team
Onboarding shouldn&rsquo;t be a solo act. It takes a team to get an Oscar-like performance. Involving existing team members in the process shows new hires that collaboration is part of your culture. Plus, it allows current employees to take pride in shaping the workplace.
What to Do:
<ul>
<li>Assign a trusted and well-trained mentor or buddy to guide the new hire through their first two weeks.</li>
<li>Let team members take charge of certain onboarding elements, such as giving a tour or demonstrating workflows.</li>
</ul>
Humor Tip:
Just don&rsquo;t pick the team&rsquo;s resident &ldquo;Grumpy Greg&rdquo; as their mentor unless you&rsquo;re aiming for a sitcom vibe straight out of the 2005 movie Waiting.
3. Roll Out the Red Carpet
Making someone feel valued starts long before they clock in for their first shift. Turning their first day into a celebration of sorts helps set the tone for their entire experience with your company.
What to Do:
<ul>
<li>Personalize the job offer with a note explaining why they stood out during the interview.</li>
<li>Create a welcome kit with branded items, a thank-you card, and tools they&rsquo;ll need for success.</li>
</ul>
Real-World Inspiration:
My book Every Leader Needs Followers highlights how small gestures, like a handwritten note or thoughtful welcome package, can build an emotional connection early on. These &ldquo;little extras&rdquo; show employees they&rsquo;re not just a cog in the machine&mdash;they&rsquo;re part of something bigger.
4. Stay Connected Before Day One
The time between when someone accepts an offer and starts the job can be a black hole of silence&mdash;or a golden opportunity to build excitement. Keep the momentum going with thoughtful touchpoints.
What to Do:
<ul>
<li>Send a welcome email with their schedule, dress code, and fun facts about the team.</li>
<li>Share a video tour of the restaurant to familiarize them with the environment.</li>
</ul>
Quick Tip:
A small gesture, like mailing a team T-shirt, can go a long way toward creating a sense of belonging before day one.
5. Orientation Through the Guest&rsquo;s Eyes
To truly engage new hires, let them experience the business the way your guests do. This approach highlights the importance of their role and creates an emotional connection to your mission.
What to Do:
<ul>
<li>Start their orientation at the entrance, walking them through the restaurant as a guest would experience it.</li>
<li>Use a &ldquo;1-to-5-star&rdquo; scale to demonstrate what excellence looks like at each step of the customer journey.</li>
</ul>
Case Study:
During their first week, Southwest Airlines immerses new hires in the company&rsquo;s history and culture. This process ensures employees understand how their role contributes to the bigger picture. Applying this concept to your restaurant can yield similar results.
6. Lead with the Right Mindset
A successful orientation is about what you do and how you lead. Balancing managing, coaching, and inspiring is key to supporting new hires.
What to Do:
<ul>
<li>Provide a clear agenda for their first week to manage expectations.</li>
<li>Schedule regular check-ins during the onboarding period to answer questions and offer feedback.</li>
<li>Share your company&rsquo;s vision, and explain how their role contributes to achieving it.</li>
</ul>
Real-World Insight:
According to a Gallup study, employees who feel supported by their managers are 59 percent more likely to be engaged at work. By adopting a coaching mindset during orientation, leaders create a strong foundation for trust and motivation that carries into everyday operations.
The Takeaway
An Owner-Like Orientation transforms the mundane onboarding process into a meaningful, engaging experience. It&rsquo;s about more than policies and procedures; it&rsquo;s about showing new hires they&rsquo;re valued, equipping them for success, and connecting them to your business&rsquo;s purpose.
The result? A team that&rsquo;s not just hired but inspired&mdash;and that&rsquo;s worth every minute of effort.
Source: Jason E. Brooks, <a href="https://www.fsrmagazine.com/feature/why-onboarding-is-your-secret-weapon-for-long-term-employee-retention/" target="_blank">FSR</a>

Hiring someone without showing them what success means in your restaurant is like handing them a map with no destination.

Why Onboarding is Your Secret Weapon for Long-Term Employee Retention

This article outlines 10 tips to help restaurants enhance their business performance.

10 Tips to Improve Restaurant Operations

Archives

The Service Issue

Build a Positive Restaurant Culture to Drive Customer Satisfaction

Why Onboarding is Your Secret Weapon for Long-Term Employee Retention

10 Tips to Improve Restaurant Operations