Bussers are the unsung heroes of restaurant industry
What do Al Pacino, Alec Baldwin, Chris Rock, Johnny Depp, Langston Hughes, Kathy Griffin, Dick Cavett, Malcolm X and Ho Chi Minh have in common, besides their fame and notoriety?
They were all bussers in restaurants before they became famous.
When you are someone famous, people notice you wherever you go. However, the better a busser is at their job, the less they are noticed.
I would love to hear an interview with famous folks who once were bussers so that I can ask, “How did being a busser affect your life and career?” I have no doubt that working as a bus person added something to their perspective of the public, their observational skills, and their ability to anticipate what people want.
Being a bus person isn’t easy
Great bus staff make the job look easy, but it certainly isn’t. A busser is in constant motion, and many of the bus staff that I work with will put in 20,000 steps in one shift.
Not only is it physically demanding, the job also requires speed without looking like they are moving too quickly. They need to be unbelievably efficient while having a great eye for detail. This position, more than any other, requires real multi-tasking. This person is on their feet for hours at a time, taking care of table maintenance and anticipating guest needs. Meanwhile, they are taking care of spills and keeping the dining room clean, all while supporting their servers.
Guest interactions with bus staff
Although they don’t take orders, bussers often engage with guests. Whether offering to bring extra utensils or clearing a table with a smile, bussers play a part in the overall customer service experience. A great bus person is both invisible and impactful.
The average server will interact with your table seven to 10 times. A great busser will be at your table no fewer than 10 times, and often as many as 15 times. Bussers strive to be unobtrusive as they pour your water, clear your dishes, bring bread, replace silverware, pick up items that you did not realize that you had dropped — and they’re doing it for as many as six or seven tables at a time.
Bussers may not have the same direct interaction with guests as servers, but they are vital to the smooth operation of the restaurant. Without bussers, tables wouldn’t be cleared quickly, and the dining area wouldn’t be as clean and organized.
Playing offense and defense at the same time
Not every job has the employee playing offense (servicing guests who just sat down) and defense (clearing and cleaning tables).
One of the biggest jobs a great busser has is observing how the guest is doing. Are they having a good time? Are they unhappy with the food? Unhappy with the service? A great busser also is tuned in to your conversations as they relate to your dining experience. If the busser detects that you are unhappy, they will immediately reach out to the management letting them know that table 21 could use some TLC.
Being both present and invisible is quite the trick
Great servers, hosts and managers are quite visible to the public. Where there’s a problem, we want the guests to reach out to the most recognizable individuals in the restaurant. However, it is a real trick to be on the restaurant floor more than any other staff member, yet Job One is essentially remaining invisible while making things appear like magic for the guest.
If you had a great time at a restaurant without even thinking about the bus person, you enjoyed the service of someone who was really great at their job.
• Izzy Kharasch is the founder of Hospitality Works, a consulting firm that has worked with 700+ restaurants and small businesses nationwide. He is offering Daily Herald restaurant owners a free consultation by contacting him at Izzy@HospitalityWorks.com.