When the Backbone Buckles: What to Do When Your Back-of-House (BOH) Staff Calls Out
- eileen strauss
- Jul 21
- 5 min read
Updated: 3 days ago
It’s 3:00 p.m. on a busy summer Friday. You’ve got a walk-in full of prep work, a menu leaning heavily on the deep fryer, and orders about to start flying. Then the first text hits; it’s your line cook calling out for his 4 to 11 shift. No explanation. Just calling out. Ten minutes later, you learn that one of your dish stewards is a no-show.
Sound familiar? If so, you're not alone.
Across the nation, restaurants are seeing a sharp rise in back-of-house (BOH) call-outs and no-shows. Though the reasons aren’t always apparent, the impact is crystal clear.
The unsung heroes of any restaurant, each member of the BOH team is an essential ingredient, with every position integral to creating a seamless dining experience. No role is too small, as each plays a important part in running a smooth and efficient operation.
From delivery expeditor to dish steward, every member of the BOH crew is key to a restaurant’s success, A kitchen staff that is stretched too thin impacts the whole operation. Mistakes can be made, the customer experience suffers, reviews and repeat business take hits, team morale declines, and the entire team is forced to pick up the slack. Ultimately, what seem to be minor hiccups can have a major impact on your brand and your bottom line.
As upside-down as the situation may feel, this isn’t the time to unravel or point fingers. It’s the time to put your plan into action—the one you put in place for the moments when your backbone buckles.
Whether you're running a fast-casual counter or a fine-dining establishment, we’ve put together this guide to help restaurants become call-out-resilient when reliable BOH hands go missing.
How to Become Back-of-House (BOH) Staff Call-Out-Resistent
1. Build a Bench Before You Need It
Generate a list of quiet backups that you can recruit when you’re in a tight spot—think reliable former team members, ambitious dish stewards ready for more. Start grooming your emergency bench roster before crisis strikes.
2. Cross-Train Like It’s a Survival Skill: Because it is.
Your kitchen steward may not have ever touched a sauté pan, but could they jump on the fryer in a pinch? Could your prep cook help BOH support?
Cross-training doesn’t just make your team more flexible; it builds confidence and creates ownership. Additionally, staff who feel trusted to learn new roles are more likely to stick around.
* Pro tip: Make cross-training part of the onboarding process, not just a crisis response.
3. Write the Backup Plan Before the Shift Starts
You don’t want to invent a game plan in the middle of dinner service. Have a laminated “Plan B” taped near the expo line. Assign roles ahead of time for a short-staffed shift scenario so everyone knows the drill before the tickets start flying.
4. Be Ready to Pivot with a Short Staff Menu
Don’t be afraid to pivot. As popular as your signature dishes might be, it won’t matter if the line’s too stressed to execute them. Create a "Short Staff Menu Mode" with dishes that require fewer hands but still bring flavor.
Less complexity equals fewer mistakes, resulting in smoother service.
5. Recognize the Real MVPs: The Ones Who Do Show Up
When you’re running lean, acknowledge the loyalty that keeps the lights on. Buy them dinner. Hand out a bonus shift. Give them first dibs on next week’s schedule.
Gratitude isn’t a bonus—it’s retention fuel.
6. Encourage Communication, Not Fear
If your team is ghosting you, ask yourself why. Then flip the script. Make it easier for staff to reach out to you or the management team—even if it’s a late notice—so you can cover shifts faster, and not go into scramble mode.
No-shows are frustrating. But silence is worse.
7. Use Tech to Tighten Your Response Time
Don’t rely on group texts and prayers. Use scheduling apps that can send open-shift alerts, manage swaps, and give you a dashboard view of who’s likely to bail (based on attendance patterns). Adding a shift-scheduling app isn’t just about convenience—it’s a resilience tool. When a line cook ghosts or a dishwasher no-shows, these platforms can help you:
Fill the hole fast
Keep communication centralized
Avoid manager burnout from 24/7 texting
Restaurant Scheduling Tools
Smart tools give you eyes on the kitchen—even before someone calls out. We’ve found several apps that help restaurants with scheduling, communication, and messaging.
HotSchedules: One of the Most Widely Used Restaurant Scheduling Tools
In-app messaging helps managers scramble for last-minute coverage.
Provides real-time visibility into who is present and who is unaccounted for.
Shift pick-up/drop approval with manager oversight.
Best for larger teams or chains.
Staff can swap, drop, and pick up shifts directly in the app.
Managers are notified when someone calls out or fails to confirm their attendance.
Predictive scheduling features help avoid understaffing.
Integrates with POS systems and payroll.
Built for the restaurant industry—everything from FOH to BOH is covered.
Staff can claim open shifts or offer theirs up with one tap.
Push notifications when someone drops a shift = faster coverage.
Managers and team members communicate without exchanging numbers.
Offers time tracking and labor cost forecasts.
Homebase: Great for Small Teams, Free Version Available
Allows shift trades, call-out tracking, and availability input.
Real-time updates to schedules are sent to staff automatically.
Early wage access and payroll integration.
Easy to use and affordable, even for single-location spots.
Sling: Flexible Scheduling and Team Messaging
Easy shift swaps and open shift claiming.
Alerts managers about conflicts or unassigned shifts.
Labor cost projections help reduce OT surprises.
Take Away
Call-outs may be out of your control—but how you respond to them isn’t. From building a bench of on-call or part-time workers to cross-training staff and utilizing shift-swapping apps, the key is preparation, not panic.
When your BOH rhythm is disrupted, having a plan already in motion means less chaos, more coverage, and a stronger team culture in the long run.
Remember, the storm may be unpredictable, but your response doesn’t have to be.
FAQs
What’s the best way to prepare for last-minute call-outs? Start by cross-training your staff so team members can step into different roles when needed. Build a “bench” of on-call or part-time workers, and use scheduling apps that let team members swap shifts or pick up open ones with minimal manager involvement.
Are there apps that can help manage call-outs and shift changes? Yes—tools like 7shifts, HotSchedules, and Sling allow staff to easily swap shifts, managers to fill gaps quickly, and everyone to stay in sync. These apps can help reduce panic and improve communication when someone calls out unexpectedly.
How can I fill empty slots in the sumer months? When the temperatures rise, so do the demands on your staff. Whether you’re ramping up for patio season, beachside crowds, or extended summer hours, having the right team in place is key. There are plenty of perks to hiring students for seasonal summer positions—flexible schedules, enthusiasm, and a strong willingness to learn, just to name a few. Their energy and availability can give your restaurant a serious boost during the busiest months of the year. To maximize the benefits of your seasonal hires and ensure your team's success, follow these proven tips for a smoother and more effective hiring experience.
How can I create an employee handbook? As you develop retention strategies for your business, creating an informative employee handbook should be at the top of your to-do list. Not only is it a cost-effective way to give new hires an organized onboarding experience and set your team up for success, but it also serves as a guide for your existing employees, keeping everyone on the same page.
By Eileen Strauss
