I'm going to just say it... bad service is rarely just about the server. As someone who has managed restaurants and now gets called in to fix them, I can tell you the real problem usually starts at the top. When systems are broken, when training is rushed (or even nonexistent), and when communication is a mess, you're setting you staff up to fail. Then management turns around and blames them for not "caring enough". Here's what I've seen too many times: a server gets thrown on the floor with little to no prep, the menu changes weekly with no updates, and half the team is brand new because turnover is high. Guests get frustrated, reviews go downhill and leadership responds by telling me "our staff just isn't motivated". This evaluation is not just unfair, it's lazy. Most people don't come to work hoping to fail. They want to do well, feel confident, and be part of something that works. When they don't, that's on leadership. T...
People love to talk about hospitality, but a lot of them miss the mark. They think it’s just being nice, smiling, saying “my pleasure,” and checking in once or twice. While yes those things matter, they’re just the surface. True hospitality runs deeper than manners. It’s about creating a space where people feel genuinely welcome, seen, and taken care of. That goes for your guests and your team. If your staff feels invisible, overworked, or unappreciated, no amount of charm is going to save the guest experience. The energy is off. The smiles feel forced. Customers might not be able to name it, but they’ll feel it. On the other hand, when your team feels supported, included, and respected, that energy becomes contagious. It shows up in how they move, how they talk to guests, how they handle problems. Hospitality is a direct reflection of your internal culture. What Guests See vs. What’s Really Going On: None of this happens by accident. You have to build it...