That comes with benefits we maybe didn't have before, down to servers, busboys and dishwashers. 'Our mission is to be the employer of choice. These days, that's not the case,' Nicholas said. 'Before, you could hire them as fast as you needed them. The group opened a recruitment position and now has two full-time recruiters working to bring much-needed employees into jobs with higher wages and better benefits than the group has ever had. Now, Nicholas said, his focus is on hiring and retention.

'We're not sure where all the workforce went, but a lot of them have disappeared, from managers to chefs to hourlies,' said Dave Nicholas, a founding member of ARP. Alexandria Restaurant Partners, a group that owns and manages eight restaurants across Florida and Northern Virginia, has dramatically changed the way it does business. Hotelier Hilton Worldwide isn't satisfied with its own customer service and needs more workers, CEO Christopher Nassetta said on the company's quarterly earnings call in May.įor restaurants, staffing challenges have put pressure on an industry already struggling with inflation and recovering lost sales from the pandemic. consumer complaints against airlines more than quadrupled over pre-pandemic levels in April, according to the Department of Transportation. Restaurants aren't the only businesses seeing the labor crunch hit customer service. Covid has definitely changed the world, and I'm not sure for the better.' 'I'm 64 years old, and I've never seen anything like this,' the receptionist told CNBC on Wednesday outside a local Chick-fil-A.

'Everything is very weird'Įatontown resident Theresa Berweiler said that over the past year she has been met consistently with early closing times and long waits at restaurants, even when they aren't busy. Some national full-service chains saw their scores fall even more year over year: Dine Brands' Applebees dropped 5%, Darden Restaurants' Olive Garden 4%, and Inspire Brands' Buffalo Wild Wings 3%. The customer satisfaction scores for independent and small chain restaurants also dropped this year, to 80 out of 100, from 81, according to ACSI's annual report.

Customers were less satisfied about the speed and accuracy of their orders and about the cleanliness and layout of the restaurant. The American Customer Satisfaction Index found that consumers were less happy with fast-food chains this year compared with 2021 - the sector's score slipped to 76 out of 100, from 78. 'It wasn't always like this - now it takes time, with expenses and shortages of staff and everything.' I see that the restaurant industry has changed a lot,' Nev Wright, a health-care worker, told CNBC outside Firebirds Wood Fired Grill in Eatontown, New Jersey. 'I think the experience has been different since Covid. In the first quarter of 2022, customers mentioned short staffing three times more often in their Yelp reviews than in the year-ago period, according to the restaurant review site. workforce, killing more than a million people over the course of two-plus years while sickening many millions more, according to the Centers for Disease Control and Prevention.Īs states relaxed their restrictions, restaurant employment recovered, although the industry is still down 750,000 jobs - roughly 6.1% of its workforce - from pre-pandemic levels as of May, according to the National Restaurant Association.Ĭustomers are noticing the difference. Lockdowns in spring of that year led to layoffs and furloughs for many cooks and waitstaff, prompting the federal government to back billions of dollars in forgivable loans for small businesses. It's a scenario that has been repeated across the food service industry since the Covid pandemic began in 2020, and it's taking a toll on restaurants and their staff, as well. 'I felt bad for the servers, because they were trying, but they could only do so much, not having enough cooks.' 'It was the type of experience that makes me not want to eat out as much,' he said. Then, after he was seated, he waited another 45 minutes for his food to arrive. Rothenberg was on the 30-minute waitlist for nearly an hour, he said.

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