Who Are the Unsung Heroes in Restaurants?

What do Al Pacino (actor), Alec Baldwin (actor), Chris Rock (comedian), Johnny Depp (actor), Langston Hughs (writer/poet), Kathy Griffin (comedian), Dick Cavett (talk show host), Malcolm Little (later to be known as Malcom X) and Ho chi Minh (Vietnamese revolutionary and President) have in common? They were all bussers in restaurants before they became famous. 

When you are a famous actor, well know talk show host, political leader or president of a country people notice you wherever you go. However, being a great busser in a restaurant is a very hard job and unlike being famous the better you are at your job the less people notice you. 

I would love to hear an interview with many of the famous folks who were bussers so that we I can ask them “how did being a busser add to your life and career.” I have no doubt that working as a bus person added something to their perspective of the public, their ability to be observant and in many ways understanding and anticipating what people want and what they expect. 

Common Misconceptions about the Bus Staff

Being a bus person is easy. This is the most common misconception. Great bus staff make the job look easy and if they really do the job right you, the customer should barely notice them. 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. 

This job is anything but easy. Not only is it physically demanding, it 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, anticipating guest need all while taking care of spills, dining room sanitation all while supporting their servers. 

Guests Interact with the Bus Person More Than Any Other Team Member

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. Again, a great bus person is both invisible while being the one team member that your customer will interact with more than anyone else. 

The average server will interact with a table between 7 – 10 times. A great busser will be at the table no less than 10 times and often as much as 15 times. Bussers who do this well will go unnoticed as they strive to be unobtrusive as they pour water, clear dishes, bring bread, replace silverware, pick up items that customers did not realize that have dropped all while doing this for another seven tables at the same 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 anticipating their needs while at the same time playing defense (clearing and cleaning tables). Again, a great busser is pouring water while looking at the table next door and seeing that dishes need to be cleared, while looking two tables down seeing the floor needs a quick sweep all while having their servers tell them that food is ready to be picked up in the kitchen. 

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 is also tuned intoconversations as they relate to the dining experience. If the busser detects that a customer is unhappy, they will immediately reach out to the management letting them know about table 21.

Being Both Present and Invisible Is Quite the Trick

To be a great server, or host or manager requires being quite visible to the public. Where there is 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 and yet your number one job is essentially to remain invisible while making things just appear like magic for the guest.

If you had a customer tell you they had a great time with great service, all while not even thinking about the bus person who maintained your table, then you provided the service of someone who was really great at their job.