When I first stepped into a restaurant management role, I thought the job was all about keeping everything running smoothly—managing the schedule, keeping guests happy, and making sure the kitchen didn’t fall apart during a busy Friday night. And while all of that is obviously part of the job, I eventually realized something: Leadership isn't just about hearing what your team says—it's about thoughtfully considering their feedback and making decisions that drive both their success and the business forward

In a fast-paced restaurant, when you’re constantly juggling a million things, it’s easy to lose sight of the people right in front of you. That’s where active listening comes in, and once I started paying attention to how I listened, everything changed.

Real Results from Really Listening

I realized how much more I could understand about what was happening day to day when I really started listening to my staff—like really listening. Suddenly, I wasn’t just hearing about problems; I was catching them before they became full-blown issues. I learned that making time to listen, even during our busiest moments, created a ripple effect across the team.

I worked with a struggling restaurant as an acting General Manager, things were tense. The business was barely hanging on—no inventory tracking, labor model, or really any functional systems in place. The chef had recently been fired, and the only other manager on staff, though talented, was drowning in the operational side of things. The hourly team was exhausted, disrespected, and disgruntled, and the manager seemed defeated. Morale was low, and several team members were ready to quit—you could feel the frustration spilling over into the guest experience.

Of course, there were some basic systems I could put in place, but before jumping in with solutions, I started by listening. I asked everyone—servers, bartenders, cooks—what they were experiencing and, most importantly, what they thought could be improved. Whether it was something small like reorganizing the bars to make bartending more efficient or getting their thoughts on changes to the food, floor plan, and table settings, I made sure they felt heard. By creating that space for open dialogue, something amazing happened: Employees who were ready to quit decided to stay. Some even recommended friends to work there.

The results were clear—not just in the improved vibe among the team, but in guest feedback as well. We tracked a noticeable improvement in guest experience through Resy surveys, and for the first time in a while, the restaurant started to feel like a place where both employees and guests wanted to be.

Enhance Your Leadership with Real Conversations

1. I built deeper connections with my team.

When my team knew I was listening, they trusted me more. It wasn’t just about giving directions or feedback; it was about showing them that their thoughts and concerns mattered. This trust made everything else—problem-solving, motivation, loyalty—come a lot easier.

2. We prevented issues before they exploded.

One of the biggest wins was catching issues before they spiraled out of control. Whether it was a scheduling problem like being understaffed or a miscommunication with a guest, being open to listening meant we could address things while they were still small.

3. The atmosphere in the restaurant shifted.

When people feel heard, they show up differently. There was more energy, more laughter, and more collaboration. It wasn’t just about getting through the day anymore; we were a team, and that came through in the service we gave to our guests.

4. People wanted to stay longer.

In an industry where turnover can be brutal, I found that when employees feel valued—when they feel like their voice matters—they’re more likely to stick around. And trust me, when you’ve got a solid team in place, your job becomes a whole lot easier.

5. We solved problems together.

Listening opened the door to more collaboration. I wasn’t the only one coming up with ideas; my team was, too. And they had some damn good ones. It helped me create a space where we all took ownership, and that made a huge difference.

What Does This Mean for You?

If you’re managing a restaurant, you already juggle a lot. But if you’re not truly listening to your team, you’re missing a huge opportunity to make your job easier. Listening goes beyond just nodding along—it’s about making your team feel heard and showing them that their input matters.

When your employees feel valued, they’ll go the extra mile. Actively listening helps you spot potential issues early before they become bigger problems. And when you build that kind of trust, your team will give their best—not because they have to, but because they want to.

It’s not just about better shifts or smoother operations; it’s about building a team that feels like they’re part of something bigger than just another service. And that feeling? That’s what makes a restaurant thrive.

Take the Next Step in Leading Your Team

If you’re taking my advice about investing in your managers, consider starting with something simple like active listening. Talk about it with your team during your next manager meeting, and ask them how they’re doing with their own staff.

Are they taking time to check in with their staff? Are they listening to feedback without rushing to judgment or giving orders? Encourage them to share their own experiences of what’s working—and what’s not—when it comes to communicating with their teams.

By making active listening a regular topic of conversation with your management team, you’re not only helping them grow, but you’re also planting the seeds for a culture that values communication, trust, and teamwork. Remember, it’s often the small shifts in how we approach our people that lead to big changes in morale, performance, and retention.