'The energy of a restaurant starts at the top'

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Running a restaurant is no easy feat, and one of the most important—but often overlooked—aspects is supporting your servers. They’re the face of your business, the heart of the guest experience and they’re on the frontlines every day.

Veteran restaurant professional Johnny Arena has been in the industry since 2001, building a diverse career across roles from server to general manager. A fixture in Chicago’s dining scene, he got his start at McCormick & Schmick’s and went on to work at renowned spots like Sunda New Asian and Asador before becoming a category developer for Diageo’s whiskey portfolio.

Arena sat down with The Prep to share his hard-earned insights on how restaurant owners can better support their waitstaff, enhance the guest experience and foster a thriving workplace culture. -Brent LeBlanc

Servers are at the heart of the action and often see and hear things that owners might miss. What are some common mistakes you see restaurant owners or managers make that negatively impact the waitstaff or the guest experience?

Having been both a server and a manager at different points in the industry, I can tell you from experience that one of the hardest parts about being a server is when you have a management team or ownership that is disengaged from their staff and the experience of their guests which is being provided by their staff. The energy of a restaurant starts at the top, and if you have management or ownership that are negative or even a bit hostile (this can happen) towards their staff, this affects your people, which in turn affects your guests. No job is easy in a restaurant. Approaching your staff with a positive attitude and a culture of learning and growing as opposed to a culture of disciplining and write-ups will always be a more successful recipe.

From a server’s perspective, what factors make a shift run smoothly and efficiently? Are there any tools or systems you wish owners would implement to improve your workflow?

Like any job, things will work more efficiently when your staff is set up for success on a daily basis. That can look like floor maps being done before staff arrive and specials being ready to taste at pre-shifts. Consistency in when these things happen and how they are executed can help a staff feel more relaxed and assured they are going to have a smooth shift regardless of what comes their way during their shift. Also, management engagement and involvement with the guest experience on a nightly basis is key. 

What’s one thing you wish owners and managers knew about customer behavior that could improve the overall dining experience?

This is a tough question. The guest experience is unique from individual to individual. Customer behavior is not a monolith. If there is a consistent complaint that comes up in reviews or staff feedback, then working to address it should be important. Overreacting to every negative review is going to shift the focus away from consistency and on to trying to please every single guest (which, unfortunately, will never happen). Trust your people and the work that they and you are putting into the experience. 

How can owners better support their waitstaff during peak hours or high-stress situations? And how can owners use feedback from servers to improve operations and guest experiences?

I think Owners and Managers have a pretty full plate on a day-to-day basis. Having been the GM of restaurants over my time in the industry, I know that all of the behind-the-scenes work that happens before a restaurant even opens can feel overwhelming. The key is to remember that once those doors open, all of that has to melt away, and the focus needs to be on the guest experience. Running food, touching tables and creating experiences that make your guests want to return is where your focus needs to be. You can respond to emails later. At the end of the night take time and jot down notes that your staff give you. Even if you can't change all of them, the one a night that you can work to put into effect might help service run smoother. And even if it doesn't and you switch back to an old style of service, being heard and seeing that their voice makes a difference will only make your team and the experience at your restaurant stronger. 

What do you think is the most underestimated skill a waiter needs, and how could restaurants help develop that skill?
Knowledge. Train them at pre-shifts. Let them try dishes. Bring in wine and liquor reps to talk about the product you have in-house. Take the time to invest in their knowledge and train, train, train them. 

Have you noticed any changes in customer expectations or dining behavior over the years? What can owners do to stay ahead of these trends?

Guest behavior has changed so much post-pandemic that it's hard to stay ahead. From the overuse of tipping at non-service jobs to the high price of food. I think the best way to stay ahead of it is to be out in the world eating at other restaurants and talking to the people who own and operate them. 

In your experience, what are the best ways owners can create a positive, supportive work culture for their staff?

Creating a positive work environment really does start at the top. It requires trust in your staff and being involved and invested in them. It means having difficult conversations in goal-oriented ways. Invest in your people. And then be a presence in your own space and exhibit the kind of attitude and work ethic you want to see from your staff. Be the expert on your concept and style of service, and be involved in how the restaurant runs. Show your staff the culture you'd like to exist in the restaurant by being the example of it. 

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