How to foster a productive workplace
The recent federal government roundtable on productivity made headlines, but for restaurant and cafe operators, the idea isn’t new. Every day we’re asked to do more with less — fewer staff, higher wages, rising costs, and customers who still expect great value and service. Productivity in our world is about running smarter, building systems that work, and creating places where staff stay longer and customers want to return.
More than just output
When economists talk about productivity, they often mean how much output you get per hour. In the hospitality industry, that definition falls short. Productivity for a cafe or restaurant is about the smoothness of the whole operation. Do orders flow easily from table to kitchen? Do staff know their roles and have the tools to succeed? Are customers moving smoothly from welcome to payment without bottlenecks? It’s about whether the business as a whole avoids waste, confusion, and churn.
Technology and AI
Most operators have shifted to a modern POS system, but the real gains come when those systems are fully used. Features like real-time sales tracking, menu mix analysis, and integrated stock control highlight what is selling profitably and what is dragging margins down. Using AI tools, a good POS should now give you an action list and priorities based on last week’s numbers, not just endless reports.
Digital rostering systems can forecast labour needs with surprising accuracy, eliminating unnecessary hours without hitting service. Digital checklists mean fewer mistakes in prep and closing routines. QR code ordering and loyalty apps speed up service while building stronger repeat trade. Let the tech handle the routine so staff can focus on customers.
Staff culture equals productivity
Turnover is a productivity killer. It costs time and money to replace staff, and customers notice when a team is unsettled. Investing in staff development pays off many times over. Well-trained staff make fewer errors, sell more, and deliver the kind of service that encourages customers to return.
Productivity is also tied to well-being. Fair rostering, opportunities for growth, and a positive work environment reduce turnover and boost morale. A team that stays longer builds experience and confidence, ensuring a smooth service and loyal customers.
Customer experience as a productivity measure
It’s easy to think of productivity as only an internal measure, but customers also feel the effects. Efficient operations result in shorter wait times, fewer complaints, and a sense that the place operates smoothly. Loyal customers are themselves a productivity win: the more often they return, the less you spend on marketing and filling empty seats. Regulars love being recognised and greeted by the same staff — familiarity builds trust, which in turn reduces the cost of winning each sale.
Where government policy fits in
There’s only so much that operators can do on their own. Wages, penalty rates, and the shortage of skilled staff are national challenges, and this is where government support matters — through training support, sensible visa settings, and regulations that don’t weigh small businesses down. But waiting for policy change is risky. The operators who succeed are those who take control of what they can influence, such as closely tracked numbers, staff culture, customer loyalty, and the best use of technology.
Practical steps to take now
Start by mapping the customer journey and spotting bottlenecks. Invest in training that improves both skills and sales. Use technology not for its own sake but to free up staff time for customers. Track staff turnover and customer retention alongside sales figures — they are key productivity metrics, alongside food cost or labour percentage.
Productivity isn’t about working harder. It’s about creating an operation that runs smoothly, keeps staff motivated, and makes customers want to return again and again.
This article was original published in the September / October edition of Hospitality magazine. Explore the magazine or subscribe here.