How good hospitality staff keep your service running smoothly

You have enough hospitality staff, but things still don't run without a hitch. Sometimes the problem isn't the number of employees, but their quality. In this blog we take a closer look at hospitality recruitment and you'll discover why good hospitality staff make the difference between a chaotic shift and smooth-running service.

What makes a hospitality employee really good?

You can recognise good hospitality staff by their attitude and their skills. They're hospitable, attentive and communicate clearly. They know exactly what guests want, before guests have even had time to think about it. They're the staff who ask for an order before the guest has to raise a hand. They think ahead, switch quickly and solve problems smoothly. Good hospitality staff bring calm, even at busy moments.

Good hospitality staff make your guests loyal

Guests choose your place for the atmosphere and the way they're treated, as well as the delicious food you serve (in this blog you can read more about recruiting good chefs). Good hospitality staff make guests feel welcome. With a simple smile, a "hello" when they walk in and genuine interest, they make sure guests come back. That doesn't just increase guest satisfaction, it increases your revenue too.

One strong hospitality employee lifts the whole team

A good hospitality employee is more than just that one team member who does their job well. The right people influence the whole team. These are employees who take responsibility, show initiative and help colleagues grow. Maybe someone already springs to mind. Give this colleague appreciation and room, because he or she could become your future leader.

The opposite is also true: an employee who constantly complains or radiates stress drags the rest of the team down. As an HR manager or recruiter, you therefore want to spot those natural leaders quickly. Watch how employees perform under pressure during busy shifts, who keeps an overview and how the team responds to them. It can give you a lot of insight into which employees have the potential to grow.

More revenue, less waste

Good employees don't just influence the atmosphere, but efficiency too. Think of the bartender who always works carefully, pours precisely and prevents waste. He knows exactly how much drink is needed and avoids unnecessary losses. Or take the waitress who subtly and convincingly suggests extra side dishes or a lovely wine with the meal. Without being pushy, she increases the revenue per table and with it your daily revenue.

How to recognise good hospitality staff

Maybe you already have some candidates in the pipeline. During interviews, you want to know straight away: is this a star? And you won't recognise them by the perfect CV, but by how someone deals with unexpected situations. Ask about specific situations in which candidates were under pressure. Pay attention to whether they respond with the guest in mind, how they handle stress and whether they offer practical solutions.

For example: how does the candidate react when a guest complains that the food isn't to their liking? Or how do they handle an unexpected rush on a weekday evening? CVs give clues too. Look for experience in busy venues, loyalty and references from previous employers.

Investing in your hospitality staff pays off

Attracting good employees through job marketing for example is step one, keeping them is step two. Once you've found good employees, it pays enormously to invest in them. Think of training to expand their knowledge of wine, coffee or cocktails. An employee who talks enthusiastically about where the coffee beans come from, or gives a fitting wine recommendation, also raises the experience and professionalism of your venue. Or give them the chance to organise an event themselves, for example. They feel valued, stay longer and become true ambassadors for your business.

How to bring in good hospitality staff and keep them

Sounds good, right? But how do you bring them in? Make sure your recruitment is in order. Write catchy vacancies that appeal to your target group. Be clear about what you expect and what they can expect. Make it clear what makes working for you attractive, such as development opportunities, atmosphere or terms of employment.

And don't forget to pay attention to retention. Show appreciation, listen to employees and keep investing in growth. That way you prevent unnecessary staff turnover and keep talent on board.