Staffing Your Hospitality Business: How to Build an All-Star Team That Will Take You to the Top

Opening a successful hospitality business like a restaurant, bar, or hotel is challenging. One of the most critical elements to get right is your staff. The people you hire are not just employees but integral to the guest experience and the success or failure of your establishment.

In my 25+ years of owning and managing various hospitality businesses, I’ve learned much about hiring, training, and retaining top talent. In this comprehensive guide, I’ll share everything I know to help you build a staff of all-stars.

The Hospitality Dream Team – Who You Need and Why

Like a winning sports team, your hospitality staff needs the right mix of positions to operate smoothly and provide exceptional service. Here are the key roles you need to fill:

Front of House

Hosts – The first face guests see. Manages reservations, seating, and first impressions.

Servers – Provide excellent, attentive service to each table. Knows the menu inside and out.

Bartenders – Mixes and serves drinks quickly and correctly. Engages with customers at the bar.

Bussers – Clears tables promptly after guests leave. Helps servers and keeps dining areas clean.

Back of House

Chefs & Cooks – Prepares high-quality dishes consistently and quickly—different levels of skills for different stations.

Food Runners – Transfers prepared dishes from the kitchen to dining tables hot and fast.

Dishwashers – Keeps kitchen cleaned and sanitised. Washes plates, glasses, and utensils quickly.

Barbacks – Supports bartenders by prepping ingredients, stocking, and washing glassware.

Managers – Oversees daily operations, staff, and customer satisfaction. Provides leadership and direction.

Qualities to Look For When Hiring

To provide an exceptional guest experience, you need exceptional staff. Go beyond just reviewing resumes – get to know applicants during interviews. Look for these ideal qualities:

Experience & Ability – Look for experience in their specific role, especially at busy establishments. Test skills if applicable. Kitchen staff should showcase abilities.

Personality—Hire those with natural warmth, patience, and high Emotional Intelligence. Look for team players who are excited about hospitality.

Customer Service Skills—Applicants should have a proven track record of going above and beyond for customers and a positive attitude.

Efficiency & Organization—All roles require the ability to juggle multiple tasks smoothly, especially during rushes. Look for organisational skills.

Problem-Solving Skills—Staff must be able to think on their feet to handle any issue professionally and resolve customer complaints.

Reliability – You need responsible staff members who show up for every shift, follow procedures, and do what’s asked.

Training Your Team for Success

Once you’ve assembled a promising team, you must train them thoroughly to meet your standards. Invest time upfront to avoid problems down the road.

• Create a detailed staff manual – This should cover your policies, procedures, guest service guidelines, dress code, and job duties.
• Conduct classroom training – Review your manual, service style, menu, safety procedures, and core values. Set clear expectations.
• Shadow experienced team members—Have new hires shadow those who are experienced in their role to learn first-hand before going solo.
• Provide hands-on job training – Ensure each employee gets specific training for their duties from your most robust veterans.
• Emphasise guest service – Drill the importance of courtesy, speed, accuracy, problem-solving, and creating an exceptional experience.
• Ongoing training – Advanced training, refreshers, and role-play exercises keep skills fresh. Have regular team meetings to communicate.

Creating a Positive Team Culture

In addition to thorough training, building a great team culture solidifies your all-star staff and reduces turnover. Some tips:

• Lead by example – As a manager, you have the power to set the tone for your team. Maintain the attitude, work ethic, and standards you expect from your team. Be a role model and empower your team to follow your lead.
• Communicate and listen – Hold regular team forums to discuss what’s working and issues. Solicit and implement feedback.
• Bond as a team – Foster friendships and team spirit with meetups, sports teams, staff meals, and team-building activities.
• Recognize top performers—Call out great service and incentivise through contests, bonus pay, and awards. People want and deserve appreciation, and this recognition can be a powerful motivator for your team.
• Address problems immediately. Don’t let bad attitudes, poor performance, or conflicts fester. Quickly coach or discipline when needed.
• Make staff feel valued. Invest in your team through training, milestone celebrations, and holiday parties. Loyalty goes both ways.

5 Key Ways Technology Improves Hospitality Staff Performance

The advent of smartphones, tablets, and hospitality management systems has revolutionised operations and allowed staff to provide better, faster service through technology.

• Mobile POS—Handheld POS devices allow servers to take orders and process payments tableside, increasing table turns, sales, and guest satisfaction.
• Tablet Menus – Digital menus on guest tablets allow you to showcase enticing photos, accommodate different languages, and change menus instantly across all devices.
• Staff Communication Apps—Apps like Slack allow quick communication between front- and back-of-house staff about reservations, customer requests, and table status.
• Labour Scheduling Apps – Automated scheduling based on availability and sales patterns ensures you have the right coverage to handle guest volume and reduces waste.
• Digital Record Keeping – Management systems record customer data, order history, employee hours, and performance metrics accurately and efficiently retrievable.

Rewarding Your Top Performers

To keep your all-stars motivated, incentive programs are crucial. Monetary rewards for hitting goals and providing exceptional service result in a friendly competition that increases sales and guest satisfaction. Some ideas:

• Sales Contests—Competitions between servers for the most drinks sold, most appetisers sold, or highest check average motivate them to upsell.
• Revenue Share—Bartenders get a small percentage of the bar’s total sales for the night, which inspires them to promote cocktails, craft beers, and higher-end spirits.
• Bonuses – Non-tipped staff like cooks and dishwashers appreciate periodic bonuses for consistent, quality work.
• Gift Cards—To recognise their work, Hand out gift cards to top performers for gas, restaurants, movies, or your own business.
• Schedule Perks – Reward your top employees by giving them first choice on preferred shifts, holidays off, or extra vacation days.

FAQ About Building a Strong Hospitality Staff

Still, have some questions about hiring and managing your dream team? Here are answers to some frequently asked questions:

What is better: hire experienced staff or train inexperienced staff?

Ideally, a mix. Hiring some veterans who already understand service roles can bring immediate expertise to your team. On the other hand, training inexperienced staff allows you to shape their skills and attitudes to fit your business’s culture. Pairing new hires with experienced mentors for training can help them learn the ropes quickly and effectively.

How can I retain staff long-term?

Foster loyalty by making them feel valued via compensation culture, addressing concerns quickly, soliciting feedback, and investing in their growth. Low turnover is critical.

What’s a suitable table-to-server ratio?

The industry standard is 3-4 tables per server on average. Reduce sections at peak times. Adjust based on experience—new servers take fewer tables.

How much bar inventory should bartenders be responsible for?

Bartenders should be accountable for their cash drawer, and liquor pours. Do inventory counts before, during, and after shifts. Any discrepancies should be explained.

What’s better for hosts: focus on hospitality or efficiency?

You need a balance. Guests want a warm greeting but also seating with minimal wait. Train hosts to read cues on when to spend time greeting and when to keep traffic moving.

Let’s Recap – How to Build Your All-Star Staff

Hiring the right people with stand-out service skills and a passion for hospitality is the foundation for success. Invest time into training, developing, and incentivising your team to perform at their peak. Foster an environment and culture that people love being part of. Manage issues quickly and consistently—Utilise technology to improve operations and service. Appreciate and reward your top talent.

Following this article’s guidance, you’ll assemble a cohesive dream team that can handle anything. Your staff will be the strength that elevates your hospitality business!