Why service consistency keeps slipping

In the restaurant industry, every second counts—even the ones right before the holidays. From making every server your best server through smarter, more consistent pacing to embracing the digital tools diners increasingly expect, we are highlighting the systems shaping the next era of hospitality. We also break down why even small policy changes, like the proposed elimination of the penny, carry big operational implications. 

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How to turn every server into your best server

Restaurants can elevate service by systematizing pacing: the timing of greetings, course progression and table checks, rather than depending on individual intuition. Using digital tools and standard frameworks helps servers deliver consistent experiences, accelerates onboarding and reduces performance gaps between new and veteran staff. 

Why it matters: For restaurant owners, consistent service directly impacts guest satisfaction and repeat business. By making service pacing visible and teachable, operators can reduce turnover friction, improve training outcomes and ensure every server performs at a high baseline. This operational reliability strengthens team confidence, boosts retention and enhances overall revenue potential. (Modern Restaurant Management)

A changing industry: digitized dining and clientele demands

Restaurants are integrating digital technology into every facet of operations and guest interactions, from mobile ordering and modern POS systems to digital scheduling and loyalty tools. These digital shifts respond to diners’ demand for speed, convenience and personalization, especially among younger demographics like Gen Z.

Why it matters: For restaurant owners, adopting digital tools is no longer optional, it’s central to competitiveness. Tech improves operational efficiency, reduces overhead and helps restaurants better understand customer behavior. Investing in digitized systems can boost loyalty, streamline staffing and enhance the overall guest experience, positioning operators to win with evolving consumer expectations. (Forbes)

Restaurants feel short-changed by the elimination of the penny

Operators are notably frustrated with proposals to eliminate the penny, which would require restaurants to round cash transactions up or down. Many owners fear customers will assume rounding always favors the house. Others worry the shift adds friction, complicates training and creates perception issues around pricing integrity. 

Why it matters: For restaurant owners, eliminating the penny could introduce new operational challenges. Rounding rules may slow cash handling, confuse staff and raise guest-trust concerns. Even though cash usage is declining, operators must prepare clear communication, updated procedures and training to avoid perception problems—ensuring the policy doesn’t impact hospitality or brand credibility. (Restaurant Business Online) 

54%

Restaurant operators who cited a shrinking labor pool as their biggest concern in attracting and retaining talent in the year ahead. (Nation’s Restaurant News)

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The Prep is written by Kelly Dobkin and edited by Bianca Prieto.