Is Your Restaurant Team Missing These Essential Skills?

When it comes to hospitality, it’s no use focusing on trendy concepts like hyper-personalization of guest experiences if the foundational basics are lacking. Yet, even in 2025, I’m often surprised to witness fundamental shortfalls in service across various venues—from casual coffee shops to upscale restaurants.

Here are three common service gaps that could be hurting your business:

1. No Acknowledgment: First Impressions Matter

When guests enter your venue or approach the counter, do they feel welcomed? Far too often, there’s no eye contact, no smile, and no greeting—leaving guests to make the first move. This lack of acknowledgment sends a message that they’re just another transaction, rather than valued customers.

Solution:
Train your team to adopt a warm and genuine approach, starting with a simple smile and greeting. To make it easier, tell them about 5/10 greeting rule:

When guests are approximately 10 steps away from a team member, it’s important to acknowledge them with an eye contact, smile and node. When 5 steps away — add a verbal greeting too, in line with venue’s service style.

These small gestures build rapport and set the tone for a positive experience.

2. Absence of Small Talk: Working in Script Mode

Does your team rely on scripted, process-oriented dialogue? While efficient, this approach lacks the human touch that builds connection. Small talk is the first step toward personalization, but many hospitality staff struggle with initiating it.

Solution:
Encourage staff to break the ice with light, genuine conversations that starts with a simple question or a comment, like “busy day ahead?” or “the weather is extreme today, how are you coping?” It will make the interaction memorable and enjoyable.

3. Poor Observation Skills & Lack of Initiative

How often do guests struggle to get your staff’s attention? If your team isn’t looking around or actively observing, guests may feel ignored or frustrated—even if their initial impression was positive.

Solution:
Train your team to practice proactive service by observing the floor regularly. Staff should be quick to assist when they notice a guest looking around, signaling for help, or showing signs of hesitation.

Why These Gaps Matter

Even if your venue offers great food, trendy design, or advanced personalization efforts, these service gaps can erode the guest experience and harm your reputation. Hospitality is about creating emotional connections, and failing to address these basics makes it hard to deliver on that promise.

Want to Improve Your Team’s Performance?

Identifying and addressing your team’s skill gaps is the first step to creating consistent, exceptional guest experiences.

Sign up for our FREE Training Needs Analysis Survey to gain clarity on your team’s strengths and areas for growth. Our questions will focus on:

• Problem-handling skills

• Technical expertise

• Product knowledge

• SOP understanding

• Motivation

• Brand philosophy

Take the first step today and transform your hospitality team into a high-performing, guest-focused hosts! Sign up here.