What 1,000+ Restaurant Workers Really Want (2024 Data)

Restaurant workers are the soul of a great dining experience. Yet, the industry continues to face a persistent challenge of retaining its workforce. Why are so many employees unsure about their future in the industry? What do restaurant workers really want and how can restaurants deliver it?

To answer these questions, Toast surveyed over 1,019 restaurant workers between February 19 and March 2, 2024 to discover what matters to them the most. From concerns about pay and benefits to the role of technology in their daily lives, our findings reveal valuable insights. 

As we head into 2025, understanding what matters to industry workers is critical to the survival of restaurants everywhere. 

Top findings:

• Employees join the industry to make money and tend to stay in their roles for the flexible schedule 

• Employees are increasingly unsure how long they’ll stay in the industry and still have many pain points

• Employees have some influence on technology decisions 

• Employees are still looking for improvement in pay & benefits

Let's dive in. 

Why workers join restaurants

Just like in 2023, flexibility remains key for restaurant employees, with nearly half of respondents (46%) citing a flexible work schedule as their primary reason for joining the industry. This is closely followed by factors like good hourly pay (36%), a convenient commute (36%), and good tips (28%).

At its core, the motivation for most restaurant workers to seek employment is financial. About 55% of respondents say their main goal is to make money to pay bills and support their lifestyle. However, finding a restaurant job in 2024 has become more challenging. The percentage of employees who find it difficult to secure a job has nearly doubled, rising to 11% compared to 6% in 2023. Additionally, fewer workers find the job-seeking process easy (25% in 2024, down from 32% last year).

The ways employees are discovering these new opportunities are also shifting. In 2024, friends and job boards are the top sources for finding restaurant jobs, while fewer workers are turning to social media (33%, down from 50% in 2023).

By offering competitive pay, flexible hours, and clear pathways for connection, restaurants can attract new talent and create lasting relationships with their workforce.

How long restaurant workers plan on staying in the industry

It’s looking like industry workers may have some commitment issues. In 2024, 22% of employees said they’re unsure how long they’ll stay in their current position, which is a six percentage point increase year over year. Among those who do have a timeline in mind, 24% of respondents envision themselves staying put in their current role for 1-2 years, while only a determined 7% are planning to stay in the same role for 15+ years (we salute these industry lifers).

The uncertainty extends beyond specific roles: nearly 27% of respondents say they’re unsure how long they’ll remain in the industry at all. Meanwhile, 21% of employees are already eyeing the exit, planning to leave restaurant work within the next 1-2 years.

On the bright side, fewer employees are planning to leave the industry in the near term compared to last year. For many, the decision to stay or go hinges on the same recurring themes: pay, benefits, and career development opportunities.

With tenure timelines as unpredictable as a busy Saturday night shift, restaurants have a real opportunity to improve retention by addressing these critical needs. After all, creating a workplace where employees want to stay could turn uncertainty into commitment.

Top pain points for workers in the industry right now

The restaurant industry thrives on its people, but challenges on the job can drive even the most passionate workers away. According to our survey, several pain points weigh heavily on employees’ minds in 2024 and some are becoming more pressing year over year.

1. Financial pressures

It’s no surprise that poor hourly pay (32%) remains a critical issue. This issue, combined with the pain point of a lack of available shifts to work (27%), which has increased significantly compared to last year, makes for some serious financial instability. These barriers could push workers to seek opportunities elsewhere.

2. Poor leadership

Both difficult managers (32%) and difficult co-workers (26%) top the list of frustrations. These interpersonal challenges highlight the importance of fostering supportive team dynamics and effective leadership to retain your staff. 

3. Lack of appreciation

Nearly one in four respondents (26%) report feeling unrecognized for their hard work. This reflects a major wake-up call for restaurant operators to build a culture of appreciation and recognition.

Our data shows that these challenges are both widespread and intensifying. Addressing these pain points is essential for creating a workplace that employees want to stay in. 

The demand for pay & benefits improvements continues

Pay and benefits continue to be a defining factor for restaurant workers. Satisfaction with current benefits has dipped slightly year over year, with just 45% of respondents expressing contentment with their current offerings.

Top preferred benefits remain consistent with 2023, coupled with an influx of more employees wanting paid time off (PTO). It seems restaurant workers prefer medical benefits, PTO, free meals, and daily tips the most. Sick leave is slightly down 3% compared to 2023, but dental benefits is up as a preferred benefit by 2%. 

Slightly over half of restaurant employees feel satisfied with their pay, but this number has fallen compared to last year. About 42% of respondents say that 60% or more of their income comes from tips, particularly among full-service restaurant workers. However, the way tips are managed is a pain point. 

Tip pooling remains unpopular, with 39% of tipped employees reporting that their employer pools tips, but 46% of respondents said they don’t like the practice. Timing matters, too, as more than half of tipped employees (56%) prefer to receive their tips daily. 

Tip pooling can create a more collaborative environment in your restaurant. To implement effective tip pooling that minimizes employee dissatisfaction:

• Establish clear rules for dividing tips, including specific percentages.

• Involve staff in developing the tip pooling policy. 

• Ensure the distribution is proportional to job roles and actual contributions to service.

• Provide regular communication about how the tip pool works. Check out Toast Tips Manager for guidance.  

How industry workers currently feel about restaurant tech

Restaurant workers use technology every day on the job. But how do they feel about the tools that are supposed to make their work easier, and do they have any say in the process? Turns out nearly 40% of employees believe their opinions matter when management makes decisions or switches technologies. This is a promising sign of collaboration between staff and operators.

Beyond the point-of-sale (POS) system, restaurant workers rely heavily on a range of technologies to perform their duties. 

When it comes to innovation, restaurant employees have clear preferences. Many (27%) are particularly interested in using an app to track their tips, as well as tools like handheld devices, messaging apps, and paystub applications. 

However, not all tools are created equal when it comes to impact. Employees rank KDS (kitchen display systems)(72%), clock-in/clock-out software (70%), and online scheduling tools (69%) as having the most significant effect on their ability to get the job done. 

By prioritizing technologies that workers find valuable and involving them in the decision-making process, restaurants can ensure their teams feel supported. 

Where do we go from here?

From pay and benefits to job satisfaction and technology, employees are looking for more support and flexibility. By listening to these needs, restaurants can create a workplace that not only attracts talent but keeps it around for the long haul. 

Time to improve your benefits and leadership before your workers decide to use your timesheet software to indefinitely "clock out". 

Related resources

• How to Make Your Staff Measurably Happy

• Open-Book Management Keeps Dedicated Employees Happy

• How Servers Feel About Those New Management Models

• How to Manage Restaurant Staff Well for Long-term Success

• How to Increase Employee Engagement

• Select a Management Model That Benefits Your Staff

Methodology 

Toast conducted a blind survey from February 19, 2024 - March 2, 2024, of 1,019 respondents 18 years old and older who are based in the US, and are currently employed at a restaurant including both Toast and non-Toast customers. Respondents were not made aware that Toast was fielding the study. Panel providers granted incentives to restaurant respondents for participation. Using a standard margin of error calculation the margin of error on average is +/- 3.

Toast conducted a blind survey from February 27, 2023 - March 19, 2023, of 1,011 respondents 18 years old and older who are based in the US, and are currently employed at a restaurant including both Toast and non-Toast customers. Respondents were not made aware that Toast was fielding the study. Panel providers granted incentives to restaurant respondents for participation. Using a standard margin of error calculation the margin of error on average is +/- 3.