July 22, 2025
This Management Connection CE article appeared in the 2025 July/August issue of Nutrition & Foodservice Edge magazine. To view a PDF of this article click HERE.
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IN TODAY’S FAST-PACED FOOD AND HOSPITALITY WORLD, customer experience (CX) is everything. But what if the real key to delighting your guests isn’t just your menu, ambiance, or service process—but your people?
Virgin Group founder Sir Richard Branson famously said, “Take care of your employees, and they will take care of your customers.” This statement encapsulates a powerful dynamic that many foodservice leaders are still only beginning to understand—your employees’ experience (EX) is the backbone of every guest interaction.
You may have already realized that your customers are typically your biggest source of feedback. They let you know what you’re doing well and where to improve. But how do you turn that feedback into tangible results? Collaboration is key to having happy and engaged employees. Collaboration allows your entire team to connect, share insights, and work together toward making impactful changes by sharing performance results feedback and best practices. When your staff is empowered and feels part of the change, they become champions of the CX and this ultimately leads to happier customers and increased customer lifetime value.
THE CUSTOMER EXPERIENCE STARTS FROM WITHIN
The most successful foodservice operations connect the dots between customer input and frontline staff. When employees are looped in on performance results, encouraged to share insights, and given ownership of the customer journey, they become active partners in your business growth.
Collaborative, engaged teams:
- Eliminate blind spots in service delivery.
- Act on feedback quickly and effectively.
- Improve communication across departments.
- Deliver consistent, high-quality customer experiences.
This is especially critical in high-touch environments like restaurants, cafés, and hotels, where every moment counts.
EMPLOYEE ENGAGEMENT IS MORE THAN JOB SATISFACTION
Let’s clarify the difference: job satisfaction means an employee is content; engagement means they’re invested. An engaged team member shows up with energy, ownership, and a genuine desire to do their best—for the team and the customer.
According to Gallup, 70 percent of U.S. workers are not engaged or are actively disengaged. In the foodservice industry, this translates to inconsistent service, missed upselling opportunities, lower team morale, and customer experiences that fall flat. Disengaged employees are the kind that just want to get it over with.
Engaged employees, on the other hand, are proactive problem-solvers. They anticipate customer needs, communicate clearly, and often go the extra mile to ensure a memorable visit. They represent your brand with pride and take personal responsibility for every interaction.
Engaged employees become ambassadors of your brand. This level of commitment builds customer loyalty and enhances your reputation in a highly competitive market. In the fast-paced, high-pressure environment of food service, engagement can mean the difference between average service and unforgettable hospitality.
PRACTICAL STRATEGIES TO BOOST EMPLOYEE ENGAGEMENT IN FOOD SERVICE
1. Create Clear Career Paths
Employees want to know they have room to grow. By offering defined career progression—from line cook to sous chef, or server to shift supervisor—you invest in their future and motivate them to develop their skills. Training programs, mentorship, and regular performance reviews help clarify these paths.
2. Foster a Positive Work Environment
High-stress kitchens and busy dining rooms can easily breed tension. Encouraging teamwork, recognizing achievements, and promoting respect go a long way toward reducing burnout and fostering a supportive culture.
3. Involve Employees in Decision-Making
Frontline workers often have unique insights into guest preferences and operational challenges. Inviting their input on menu changes, workflow improvements, or service protocols empowers them and taps into valuable expertise.
4. Provide Regular Feedback and Recognition
Consistent, constructive feedback helps employees improve and grow. Recognition—whether a simple thank you, employee of the month, or incentive programs—reinforces positive behaviors and shows appreciation.
5. Invest in Training and Development
Ongoing training keeps skills sharp and builds confidence. Workshops on customer service, upselling techniques, or new culinary skills demonstrate your commitment to employee success.
THE RIPPLE EFFECT: HOW EMPLOYEE ENGAGEMENT IMPACTS CUSTOMER EXPERIENCE
The relationship between employee engagement and customer experience is cyclical and self-reinforcing. When employees feel valued and motivated, they provide better service, which leads to happier guests. Positive guest experiences boost employee morale further, creating a virtuous cycle of improvement.
Happy employees lead to happy customers. When your team believes in what they’re doing and feels appreciated, they’re more likely to go the extra mile. This creates a ripple effect, leading to better customer experiences and business results too!
In food service, every customer interaction is a potential tipping point. Whether it’s a friendly greeting, timely order delivery, or handling a complaint with grace, engaged employees elevate each touchpoint. This enhances overall satisfaction, increases repeat visits, and encourages positive word-of-mouth referrals—critical factors in sustaining business growth.
LEADERSHIP LESSONS FROM A PROVEN PLAYBOOK
Sir Richard Branson is known for putting people first—staff and customers alike. Here are several leadership principles from Branson’s playbook that foodservice professionals can apply immediately:
Be Visible and Approachable
Leadership isn’t about sitting behind a desk. Get out on the floor, talk to your teams, and listen actively. Being present shows you care and builds trust.
Lead with Passion
Your enthusiasm for exceptional customer service must shine through. It inspires your team and sets the tone for the entire operation.
Hire for Attitude, Train for Skills
Seek candidates with a positive, can-do mindset. Skills can be taught; attitude is harder to change. Focus on hiring people who naturally align with your brand values.
Empower Creativity
Give your team the tools and authority to solve problems on their own. Empowered employees feel trusted and are more likely to deliver personalized service.
Make Work Fun
A positive workplace boosts morale and productivity. Encourage humor, camaraderie, and celebrate successes together. Happy employees create happy guests.
MORE REAL-WORLD EXAMPLES OF ENGAGEMENT DRIVING SUCCESS
Many leading hospitality brands attribute their success to employee engagement strategies. For instance, The Cheesecake Factory invests heavily in employee training and promotes from within, leading to low turnover and high customer satisfaction scores. Similarly, Southwest Airlines, another Virgin-inspired company, is famous for its employee culture, which directly contributes to its legendary customer service.
Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. It is well known that Disney is the standard to which all companies should be held when it comes to providing better customer experience through employee engagement. ‘Be Our Guest,’ a book written by Theodore Kinni, provides a framework for any business to follow to provide great “Guest Services.” Disney uses a variety of initiatives to ensure its workforce remains engaged, motivated, and aligned with its values.
These initiatives range from professional development programs to recognition schemes, all designed to foster a strong sense of belonging and purpose among employees. Every industry is looking for an edge when it comes to serving their guests better, and I believe this book does a fantastic job of whittling it down to an understandable formula that can be shared with all types of companies.
SUMMING IT UP
Too often, businesses focus solely on external metrics of satisfaction—guest feedback, online reviews, loyalty scores—while overlooking what’s happening behind the scenes. The internal dynamics of your operation, particularly employee engagement, play a critical role in shaping guest perceptions. In fact, your EX may be the strongest predictor of your success in building lasting customer loyalty.
In food service, where competition is fierce and margins are thin, employee engagement is your secret weapon. By fostering a culture where employees feel valued, motivated, and empowered, you unlock their full potential to deliver exceptional guest experiences. Happy, engaged employees are not just nice to have, they are critical to sustained business growth and profitability.
Engaged employees significantly improve customer experience by providing superior service, establishing stronger relationships, and fostering loyalty, thereby enhancing customer satisfaction and business success. Employees who are both engaged and satisfied are more likely to offer exceptional service, positively influencing the customer experience. Those who feel valued and connected to their work are motivated to exceed expectations in their interactions with customers.
About the Author
Michael Kopec, CDM, CFPP
Michael Kopec is the Food Service Specialist at the Waukesha County Mental Health Center in Waukesha, Wisc., and has been a CDM, CFPP since 2001. Kopec holds a B.S. in Business Management & Leadership and an M.A. in Leadership & Innovation from Wisconsin Lutheran College. He also serves as an advisory board member for the dietetic technician/dietary manager program at Milwaukee Area Technical College.
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