The last time I flew, I saw something staring me in the face, and I suddenly realized it had been for over twenty-five years. The significance of the message didn�t hit me until that last flight.  It�s odd, because I fly a lot; I should have seen the correlation sooner.

On a yearly average, I fly between eight and ten thousand miles every month.  So when I say, �Staring me in the face,� I mean just that.  It was so obvious, it just plain makes sense; it�s so true and simple it is amazing when you think about the similarities: the job of an Air Traffic Controller is not that different from that of a Restaurant Host.

I know we�re in the restaurant business, but if you bear with me I�ll give you my tour of our Air Traffic Control center.  When all is said and done, if you understand the importance of Air Traffic Controllers, this could revolutionize your entire operation.

Here we go, let�s take off.  Have you ever flown in an airplane?  Of course.  In this day and age we all have, so we know what it�s like.  Let�s skip those flying lessons and go straight to the Air Traffic Controller, and their responsibilities.  This is a major, major job.  One mistake may go unnoticed, two show up at some level, and three in the same day, let alone the same shift, regardless how small, have a rippling effect. 

You�ve been there.  Mis-connections, late departure, misplaced luggage (Southwest), lost luggage (all other carriers), gate not available after a twenty-minute early arrival, curt if not rude gate attendants, plans altered, meetings cancelled, long waits, disappointing service, poor damage control, and of course, the insincere, �I�m really sorry, but there�s nothing I can do about it.�  If you fly you�ve been there.  If you don�t fly and you own a restaurant, you�ve been there.  If you�ve been a customer in a restaurant you�ve gotten that same insincere excuse from the host staff when they failed to do their job properly.  �I�m really sorry but there�s nothing I can do about it.�  When this happens, you get the same result from your guests that airlines get from passengers. In effect, your Host staff is your watchtower of success.

This correlation between Air Traffic Controllers and your Host staff is an incredible observation that has been overlooked for far too long.  Simply put, pay the money, hire the right person who knows how to do the job, and your near air collisions and fatal accidents decrease dramatically. 

Let�s look at the facts and areas of responsibility:  (1) Air Traffic Controllers schedule incoming flights and monitor them.  Hosts make reservations and monitor them.  (2) Air Traffic Controllers compare flight plans and book terminals for maximum efficiency.  Hosts estimate table turnaround time, reset time, and prepare tables for the next seating.  (3) Air Traffic Controllers observe and record early arrivals and approaching aircraft.  Hosts acknowledge and accommodate early arrivals and plan for approaching guests.  (4) Air Traffic Controllers ensure a gate is ready, with proper staffing and equipment in order to deplane.  Hosts ensure tables are ready and there is proper staffing.  (5) Air Traffic Controllers estimate on-ground time.  Hosts estimate table turn time.  (6) Air Traffic Controllers plan next turnarounds.  Hosts plan next turnarounds.  (7) Air Traffic Controllers ensure all requirements are met before takeoff.  Hosts ensure that the staff is monitoring their guest for proper turnaround time.  (8) Air Traffic Controllers clear runways and wish happy flying to the pilots. Hosts open doors, thank guests, and invite them back.  (9) Air Traffic Controllers start the same process for the next incoming flight.  Hosts start the same process for the next incoming party.

The job of an Air Traffic Controller is to avoid collisions not only in the air, but also on the ground.  They keep the runways clear and they keep the traffic moving to make sure everyone is working to the maximum potential, resulting in timely service.  When compared to the Host position, the worst thing that can happen is a near or mid-air collision in your restaurant because the Host has not calculated the arrival times and departure times correctly. 

Need I go on, because I can�. The question here is, do we get the message? It has been staring me in the face for years.  Here it is: After reading this article, if you don�t think the Host position holds the same significance in your restaurant as the Air Traffic Controller does in the airport, you�ve got a much greater chance of failing.  Here�s the kicker:  If you acknowledge the correlation and the importance, then you need to ask yourself this question: the next time I fly, which one of my Host staff do I want as the Air Traffic Controller overseeing my flight?

If you can�t find a single person in the Host position that you would put in the control tower to oversee your next flight then you�ve either hired the wrong person for the job or your training for that position is not as serious as it should be.  Think about this, one of the most important jobs in any restaurant is the Host position. The Host serves as the Air Traffic Controller to prevent those incidents that happen when there is a delay in one flight.  And if you�ve flown, you know that just one flight delayed, has a trickle down effect throughout the country, causing delays for all other flights.  When it�s more than one flight, the problems grow exponentially just like they do in your restaurant when your Host makes one or two mistakes in the same shift.

There are many comparisons to be made with regard to Air Traffic Controllers and Hosts, and that fact alone dictates that you need a skilled, educated person to coordinate the incoming and outgoing traffic.  That person requires maturity, sophistication, knowledge of working a restaurant floor, and quite likely more money than you�re currently paying.  How much more?  Probably not a lot, but certainly more than what you�re paying.

There is no need to measure the importance of each job; they really are the same job, just different industries.  As such, the same level of people should be hired.  While this is a strong message, it is one that needs to be heard. If you don�t, your restaurant is truly on a collision course.

To avoid the collision course, we need to shift the industry perception in reference to the position of Host.  We must acknowledge the importance of the position, rather than simply staffing it with, for no better term, �a pretty face.�  The person hired for the position needs to be analytical, methodical, and have an understanding of the elements of air traffic control.  If you want to ensure safe flying for your customers, spend the money on the front side and you�ll reap it on the backside.

That said, go out there and enjoy your next flight.  I wish you happy flying in the months and years to come.