How to Hire for Heart and Train for Skill in Hospitality

The Biggest Hiring Mistake in Restaurants

Owners constantly tell me, 'Bart, I hired this server because their resume said five years of fine dining experience, but their attitude is poisoning my entire dining room.'

Experience with bad character is worthless. A high-skill employee with a toxic ego will run off your best customers and drive your best team members to quit.

Hire for heart. Hire for work ethic. Hire for kindness. Everything else can be taught in a three-day training manual.

The Job Interview Question I Always Ask

When I interview team members, I don't ask about their certifications. I ask: 'Tell me about a time you helped someone when there was nothing in it for you.'

Listen to how they talk about other people. Do they blame past managers? Do they take ownership of past mistakes? That will tell you everything you need to know about how they'll handle a disgruntled customer at 8:00 PM on a Friday rush.

Build a Culture People Fight to Join

When you protect your culture ruthlessly, your best employees will recruit their friends. Turnover drops, morale skyrockets, and your dining room feels like home to everyone who walks in.