My goal the last few years has been to develop training systems that level the playing field and improve the state and consistency of hospitality in restaurants in the US.

Personally I love the tipping ecosystem in the US and wouldn't want to serve without it. Having said that, In 2026 I think paying any workers $2.13/hr is tantamount to theft by the employer. I think the system is in need of a major overhaul so that even during slower shifts/seasons servers can still make ends meet.

If you are currently engaged in a conversation with another guest, even some eye contact and a small head nod can be enough to let the new guests know that you have seen them and are on your way. They can see you're busy and will generally appreciate the acknowledgement.

For me it has been and always will be when a management team hires people that just don't really care to do any better day by day, and refuses to cut dead weight when it becomes apparent that the employee is just not willing to raise their standards to the advantage of both themselves and the business. When management allows mediocrity to be the defining characteristic of the restaurant's culture it forces those employees that actually care to pick up the slack constantly, ultimately leading to burnout and resentment, which inevitably breeds toxicity.

I always look for the people that notice the things that can be better. For my own part, I was first promoted at 21 years old when an older gentlemen came in by himself during lunch and I watched as the rest of the staff ignored him completely. I went over to him, offered him a seat at the bar with me and talked for a bit while trying to salvage his experience with great service. It turned out that he was the owner of the franchise and was so impressed by my actions that he offered me a spot as a manager in one of his other stores that was closer to where I lived at the time. That one interaction changed the trajectory of my hospitality career and might never have happened if I hadn't taken the initiative and tried to solve what I saw as a problem. You really never know who you might meet in this industry.