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

Find Fresh Inspiration - skyscraper - both - 08.22

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

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

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

Basic American Crispy Craveable Operator banner ad - 12.17

Dixie Ultra Surface Systems - banner - both - 02.23

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

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

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

Hormel - Bacon 1 - Great Bacon in Half the Time - skyscraper - both - 02.20

Simplot Conquest Crispy Potato Strips - skyscraper - both - 01.20

Potato Perks App - banner - both - 05.22

TNT Burgers - Learn More - skyscraper - both - 03.23

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

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

Tork Compact Foodservice Cloths - skyscraper - both - 07.17

Indiana Packers - Vertical Integration - banner - both - 07.21

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

Simplot Harvest Fresh Avocado - banner - both - 01.20

Mini Cinnamon Swirl French Toast - banner - both - 09.23

Simplot Sidewinders - Make Waves - skyscraper - both - 01.20

Simplot Conquest Crispy Potato Strips - banner - both - 01.20

Basic American Shred Competition operator banner ad - 12.17

Sugar Foods Deliver It Better - banner - both - 04.20

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

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

Campbells Snacks Fulfill All  Needs with Ease - skyscraper - both - 05-14 - 07.31.25

Simplot Pineapple Perfected - RoastWorks - banner - both - 08.20

Sunny Fresh Egg Bake Bites - skyscraper - both - 03.23

Performance Dairy Convenience and Consistency - banner - both - 04.24

Sugar Food Traina California Dried Fruits - banner - OE - 10.19

Ambrosia Chocolate - skyscraper - both - 03.23

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

Performance Plus Food Safety - skyscraper - both - 09.21

Kraft - Bold Flavor, New Home. - skycraper - both - 08.22

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

Tork Compact Foodservice Cloths - banner - both - 07.17

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

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

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

Reel in Greater Appeal - skyscraper - both - 10.22

Performance Dairy Extra Melt - banner - both - 04.24

Honest Earth - Better Potatoes for a Better World - skyscraper - both - 05.23

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

Knorr's Cook with More Possibilities - skyscraper - both - 09.24

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

Dan's Prize Pulled Meats Simplify the Kitchen - banner - both - 04.20

Dixie Ultra Surface Systems - skyscraper - both - 02.23

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

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

Nestle Stouffers White Cheddar Mac and Cheese - skyscraper - both - 08.18

Skyscraper Ad - MM - Heat - Operator

Seafood is Better - skyscraper - both - 05.21

Nestle Stouffer's Comfort Foods Beyond Compare - video - skyscraper - both - 01.20

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

Certified Cage-Free Egg Bites - Portable, Protein-Packed Breakfast - banner - both - 09.23

Performance Dairy Craveable Flavor and Time Savings - banner - both - 04.24

Hormel - Fire-Braised Chicken - We Cook It - Operators Take Credit - skyscraper - both - 02.20

Jennie-O Take Burgers Over the Top with Turkey - skyscraper - both - 03.20

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

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

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

Cooper Shreds Have Now Arrived - banner - 02.24

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

Banner Ad - 3 - OE - Operator - supersized

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

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

Diamond Crystal Kosher Salt banner with chef - both - 04.23

Campbells Snacks - Ready Set Snacks - banner - both - 05.14 - 07.31.25

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

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

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

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

Sunny Fresh Bacon and Cheese EggStravaganza - banner - both - 03.23

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

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

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

Knorr's Cook with More Possibilities - banner - both - 09.24

Simplot GoodGrains - banner - both - 01.20

Simplot RoastWorks - skyscraper - both - 01.20

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

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

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

Dan's Prize Corned Beef Pastrami - Simple, Tender - banner - both - 04.20

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

Diamond Crystal Kosher Salt skyscraper - both - 04.23

Hormel - Fontanini - Handcrafted Family Recipes - skyscraper - both - 02.20

Sugar Foods ecoStick Less Waste - banner - both - 10.16

Reel in Greater Appeal - both - banner - 10.22

Sugar Foods Barista Blend - banner - both - 04.17

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

Diamond Crystal Kosher Salt banner - both - 04.23

Hellmann's Vegan Dressing & Spread - skyscraper - OE - 10.22

Savor Imports - banner - both - 06.24

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

Simplot GoodGrains - skyscraper - both - 01.20

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

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

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

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