Staff shortages in hospitality: offering experience with fewer people

Almost every establishment runs tighter than five years ago. You don't notice it in the food, because the kitchen holds up. You notice it in the dining room: less time per table, longer waits to order something, and less room for the chat that makes a visit personal.

The reflex is to work harder. That holds up for a while and then costs you people. The other way is to look at which work can be removed without the guest losing anything.

Where the pressure really is

If you walk through an evening, you notice that most interruptions don't come from the order itself but from the waiting around it:

• Guests raising their hand for something small and waiting five minutes until someone walks by.
• Impatience at tables where the food is taking long, leading to extra questions to the waitstaff.
• Chasing reviews afterwards, usually by email and usually without result.
• Children who become restless and around whom the waitstaff has to work.

None of those four is service. It's all work that arises because something else isn't running smoothly.

What you can take away

Reordering without waiting

A button on the table with which a guest orders an extra drink removes the main source of hand-raising. The order comes in where it belongs, and the waitstaff walks once instead of twice.

Waiting time that fills itself

A table that has something to do calls out less. Games on the table require no action at all from your staff: no materials, no explanation, nothing to clear away. See how it works.

Reviews at the right moment

Asking while the experience is still fresh delivers more than an email afterwards, and costs nobody any time.

What you want to remove is not the contact with the guest, but the waiting that eats up that contact.

Keeping people is cheaper than finding people

Replacing a staff member costs a job posting, interviews, training time, and a period where the rest have to cover. Reckon on six to eight weeks before someone is as quick as the person who left. In those weeks quality drops in everything that person touched.

That makes the sum different than it looks. Every measure that lightens the work pays for itself as soon as it prevents one departure per year.

Why people really leave

Rarely for the pay alone. What keeps coming up in exit interviews:

• Rosters that are announced too late to plan anything around.
• Shifts where you're structurally understaffed, so you can't do anything well.
• The feeling that guest complaints land on you while you can't change anything about it.
• No moment at all to catch your breath between two peaks.

The first two are about planning. The last two are about how much the work costs you, and that's exactly what this article is about.

Rostering on the moments, not the hours

Most rosters are built around opening hours: someone starts at five, someone else at six. But the pressure in a dining room doesn't spread evenly across the evening.

There are three peaks, and they all last briefly: the moment the first tables come in and all want to order at once, the moment the first main courses go out, and the moment three tables want to pay at once. In between it's quieter than it feels.

Anyone who puts their staffing on those three peaks instead of evenly across the evening gets more calm with the same hours. That does require knowing when those peaks fall for you, and that differs per establishment and per day.

What the staff themselves notice

There's a difference between a heavy shift and an annoying shift, and that difference isn't in the number of plates.

• A shift where you walk from A to B and finish it feels light, even if there are many.
• A shift where you're called away halfway through three times feels heavy, even if there are fewer.
• One guest becoming impatient costs more energy than five guests who don't.

Everything that reduces the number of interruptions thereby reduces the felt workload. That's not a soft win: it's the main reason people quit in hospitality.

What you should specifically not automate

There's a limit, and it's sharper than providers of these kinds of systems suggest. These three should remain human work:

1. The welcome. A guest who walks in and is greeted by a screen starts at a disadvantage.
2. The moment something goes wrong. A well-resolved mistake often results in a higher rating than a flawless visit, but only if there's a person facing them.
3. The farewell. That's the last thing someone takes with them.

Everything in between is largely logistics, and logistics is allowed to be easier.

What it delivers for your staff

Fewer interruptions means less running around and fewer moments where someone is called away halfway through something else. That saves physically, but especially mentally: it's the constant switching that makes a shift heavy, not the number of plates.

And it gives back something that's the first to go with a tight team: time for the conversation at the table that guests remember.

What this costs for your number of tables is on the pricing page.