General Manager at Next Restaurant

I return again and again to the “soft skills” of hospitality – communication, problem solving, and how one makes others feel. Technical skills can be learned and studied, and while that’s certainly important, it’s hard to show them off without soft skills as the foundation. The business of hospitality is literally making people feel at home – whether it’s guests or employees, everyone should be treated fairly. We can so easily forget that the environment we work in is supposed to be fun – and that is something to lean into! My most memorable experiences are always the ones that are the most fun.

I find inspiration by going out into the world – observing nature, art, the city – and through thoughtful conversations over good food. There is a reason finding inspiration everywhere is a cliche; once you start looking, the limit really does not exist. I write about my experiences pretty regularly and find that reflecting small moments back allows me to find inspiration within them.

When hiring, I look for high energy, the ability to problem solve and take initiative, and dependability. Anyone who comes in with the attitude that they can and will do something, usually does.

I worked for a corporate restaurant group that promoted the saying, “it’s not about who is right, it’s about what is right.” I think about this often. Removing ego from the equation helps you to see challenges more clearly and removes the obstacles that so often get in the way of solving them. Reminding yourself and others of the bigger picture ensures a unified team and happy guests.

The most important part of keeping my team motivated is building rapport. Motivational speeches, coaching, and mentorship won’t have an impact if they fall on deaf ears. It’s important to get to know your team members, and establish an understanding of each other’s perspectives. Trust and loyalty go a long way to keep folks engaged. Everyone wants to come into work and feel valued and understood – the best teams I’ve ever worked with are the ones who anticipate each other’s needs and can balance supporting and pushing each other. When the conversations start genuinely building excitement about the task at hand is when the magic happens.