Business Forum • 8 October, 2024 at 10:01 AM
One in three customers complain about poor service in restaurants. How can the profession of waiting tables become more attractive? The reality is that many young people avoid becoming waitstaff due to negative perceptions surrounding the job, which is often seen as temporary rather than a long-term career. But how can we change this? Creating opportunities that draw young people to this profession is essential.
Social stigmatisation has strongly affected the HoReCa industry. Until recently, chefs in Romania faced a similar situation to that of waitstaff, battling an unfavourable public perception. Thanks to several top TV shows, chefs have begun to be viewed differently, and their professional challenges and work were understood and respected. Today, the chef profession is appreciated, and more young people, even those with higher education, are leaving office jobs to embrace this career without the fear of being stigmatised.
The need of perception change about the waitstaff profession
The same shift in perception is needed for waitstaff. Waiting tables is vital to the smooth operation of a restaurant, and increasing the attractiveness of this profession requires time, effort, and collaboration from multiple industry players. Restaurant owners and managers are already feeling the effects of social stigmatisation, struggling to find waitstaff, especially as many young people, even those with a vocation, consider it shameful to embrace this job.
"Butler is here to make waiting tables more attractive and to give waitstaff the flexibility and respect they deserve," says Horațiu Negrea, CEO of Remote Butler.
Butler – an innovative solution
Waiting tables can become more attractive by introducing the option of working remotely. Although remote work is generally associated with fields like IT and online marketing, Butler has made this possible for waitstaff as well. Currently, Butler is the only service in the HoReCa sector which meets both the need for well-trained waiters and the desire to make waiting tables an appealing profession.
Restaurants can reduce the number of waitstaff they need by collaborating with the Butler network. Remote waiters take orders via video calls, while their on-site colleagues deliver the dishes to the tables. Therefore, this setup benefits both sides: waitstaff enjoying flexibility and restaurants gaining more efficient services.
Benefits for restaurants and waitstaff
Butler it's not only offering flexibility for waitstaff, but also helps restaurants manage their resources better. Restaurants that implement Butler in their workflow become more attractive to waitstaff, providing them with the opportunity to work remotely and earn extra income without having to be physically present at the restaurant.
"Waiters are the face of restaurants, and Butler is the concept we developed to integrate a series of benefits for both restaurants looking for trained waitstaff and for those waitstaffs who want to practice their profession, but need more motivation, understanding, and appreciation for their role and efforts. Decision-makers in the HoReCa industry need to act now and lobby in this direction. The saying 'A good farmer makes a good farm', applies to the hospitality industry as well. For a restaurant, food represents 40%, while the ambiance and the service provided by people make up the remaining 60%," says Horațiu Negrea, CEO of Remote Butler.
"The restaurants we work with, which have implemented this solution, are restaurants with owners who are truly interested about the waitstaff they are working with. Many have decided to collaborate with Butler after learning that they can work remotely with waitstaff already employed at their restaurant. Why would they do this? Waiters work in shifts, but on their days off, they can still offer their services remotely. They take orders while their colleagues only need to deliver them to the table. They can earn extra income without much extra effort. Additionally, this reduces the pressure on their on-site colleagues," adds Horațiu Negrea.
Restaurants that integrate Butler into their workflow are more sought-after by waitstaff.
"This is something we anticipated before launching the app, but we also observed it during discussions with restaurant managers and owners who chose to work with Butler. We see a few common phrases in job ads across many industries that have become clichés, like 'motivating salary package' and 'opportunity to be part of a competitive team.' These benefits no longer attract any waitstaff, but a shift occurs when 'remote work opportunity and the ability to offer waiting services remotely' is listed among the benefits. One of the restaurants that implemented Butler posted a job ad mentioning 'the opportunity to work remotely and provide waiting services from a distance.' The result? The number of applicants increased, as did the professional qualifications of those who applied," says Horațiu Negrea.
The impact of globalisation on the hospitality industry
Labour mobility and globalisation are realities that we face today. The exodus of well-trained waitstaff to Western countries, where salaries and working conditions are better, has created a shortage of qualified personnel in Romania. If we don't take steps to make the waiting profession more attractive, this phenomenon will worsen.
The hospitality industry in Romania faces various challenges related to specialised labour.
"If we don't succeed in making the waitstaff profession more appealing and in giving it the respect it deserves, we risk losing valuable specialists. Butler offers an innovative solution through the concept of remote waiting, highlighting the respect and recognition that a professional waiter brings to creating a complete dining experience. This model is essential for the long-term evolution and competitiveness of the industry," said Nina Moldovan, a member of the Remote Butler Advisory Board.
Butler aims to change how waitstaff are viewed by offering them respect and flexibility, alongside restaurants that benefit from well-trained waitstaff, even remotely. The collaboration with Escoffier Romania will contribute to raising the professional standards of waitstaff, ensuring they provide high-quality service.