DC Region General Manager at Osteria Morini, Cucina Morini, Nicoletta Pizzeria (Altamarea Group)

One thing I do to manage burnout is set intentional boundaries, even if only for a few hours a day. Before work, I’ll hit the gym and leave my phone in the locker. After work, I’ll leave it on my nightstand while I prep dinner or read. Taking that time away helps me come back energized for our next service. We can’t be online all the time—we have to make space to disconnect so we can give our guests and teams the best version of ourselves.

What inspires me most are the connections we make with guests over time. Seeing first dates turn into weddings, weddings turn into family dinners, and regulars excited to share photos of their grandkids—those are the moments that stick with me. It’s more than serving food; it is about creating experiences and connections.

It’s not about having all the answers or skills all the time; it’s about being willing to learn, adapt, and keep things moving so your team feels supported and your guests feel cared for. In my role, no two days are the same. Some days I’m HR, other days I’m marketing, or events, maintenance, IT, a coach, cheerleader, or guidance counselor—you name it. The best results come from staying flexible and ready to figure things out as challenges arise. P.S. You can figure out how to fix just about anything on YouTube!

When I’m looking at candidates, I’m really looking at people, not resumes. The two qualities I value most are warmth and problem-solving. Are they genuinely approachable and kind? Do they try to figure things out before asking for help? Everything else can be taught, but I can’t teach someone to smile or to be inquisitive.

Early in my career, a mentor shared the old chestnut: “Be a swan.” Even if you’re kicking furiously under the water, all anyone sees is the swan gliding gracefully across the surface. Whenever I’m in the weeds or facing a challenging situation, I think to myself, be the swan. We can’t let our teams or our guests see us sweat. Keeping our cool helps our teams stay confident and perform their best, even when things go sideways.

Nothing in hospitality is one-size-fits-all. Every team member learns differently, every guest expects something unique, and the best results come when you take the time to meet people where they are. That’s when teams thrive and guests feel genuinely cared for.