Ask any restaurant owner what their biggest headache is right now, and nine times out of ten, they’ll say “staffing.” Finding good people feels like hunting for a unicorn, and keeping them? That’s a whole other beast. But after decades in this business – from busing tables to owning Ultralife Cafe and Yaquina Bakery – I’ve learned that building a great team isn’t just about filling a slot. It’s about building a culture.
And that starts with a fundamental shift in how you think about hiring: Skills can absolutely be taught, but character and attitude? Those are what you really need to look for.
Think about it. Can you teach someone to perfectly plate a dish, carry three plates with one hand, or remember a complicated order? Absolutely. With good training, clear systems, and a bit of practice, these skills are totally learnable.
But can you teach someone to genuinely care about a guest’s experience? To show up on time consistently? To have a positive outlook even when the kitchen is slammed? To support their teammates when things go sideways? These are intrinsic qualities – character traits and attitudes – that are far more difficult, if not impossible, to instill from scratch.
Why Attitude Trumps Aptitude (Almost) Every Time
When you prioritize attitude and character in your hiring, you’re not just getting a body to fill a position; you’re getting a potential team member who:
- Elevates the Vibe: A positive attitude is contagious. One person with a great outlook can uplift an entire shift, making the environment better for both staff and customers.
- Is Coachable: Someone with a good attitude is open to learning, receiving feedback, and growing. They see challenges as opportunities, not dead ends.
- Is Resilient: The restaurant business is tough. Things go wrong. A strong character means they can bend without breaking, recover from mistakes, and keep pushing forward.
- Contributes to Culture: They’re naturally more likely to be a team player, offering help, stepping up when needed, and genuinely caring about the success of the whole operation. This creates a positive feedback loop that attracts more good people.
We’ve all hired someone with impressive skills on paper, only to have them bring down the entire team with a bad attitude. The headaches, the drama, the impact on morale – it’s just not worth it.
Building a Team That Actually Sticks Around
So, how do you find these gems and then keep them?
- Redefine Your Interview Process: Look for more than just experience. Ask behavioral questions: “Tell me about a time you handled a difficult customer/teammate.” “How do you handle stress?” “What motivates you outside of work?” Observe their demeanor, their energy, how they engage with you. Look for genuine curiosity and warmth.
- Onboard for Culture, Not Just Tasks: Your orientation isn’t just about showing them where the mops are. It’s about introducing them to your restaurant’s values, your “why,” and how you operate as a team. Explain the behaviors you expect and the culture you’re building.
- Invest in Training: Once you have that great attitude, invest in teaching them the skills. Provide clear, structured training. Don’t just throw them to the wolves. Give them the tools and confidence to succeed.
- Lead with Empathy and Respect: As I’ve talked about before, put your people first. Show them you care about them as individuals, not just as employees. Listen to their concerns, celebrate their wins, and support them when they struggle. This builds loyalty.
- Foster Open Communication: Create an environment where staff feel safe to speak up, offer ideas, and even voice concerns. When they feel heard, they feel valued, and they’re more likely to invest themselves fully in the team.
- Recognize and Reward (Authentically): Acknowledge hard work and positive attitudes. It doesn’t always have to be monetary. A genuine “thank you,” a public shout-out during a pre-shift meeting, or even just remembering a small detail about their life can go a long way.
Building a lasting, positive restaurant culture isn’t easy, especially in today’s market. But by focusing on the right ingredients – the character and attitude of the people you bring in – and then nurturing those qualities with genuine leadership, you’ll create a team that’s not just good at their job, but truly invested in your success. And that, my friends, is a powerful thing.
If you’re struggling to find and keep the right people, and want to build a truly cohesive, high-performing team, my Hiring & Team Building consultations might be just what you need. Let’s talk about building a team that actually sticks around.