Restaurant Career Growth | 10 Things I Wish I Knew Before Making the Jump to Corporate — Altered Concepts Group
The most frequent question I received in my career was: “I want to do what you do, what steps did you take to get here?”. I am always flattered, but it is such a hard question, because you can’t really provide instruction of this magnitude in a walk-by conversation. My go-to answer was always “a lot of hard work and a little bit of luck”. It’s not a lie, but it did nothing for those interested in my secret recipe. They probably left that conversation thinking, “what a jerk?”. I never meant to be cruel, just careful. Careful not to send them on a path, without them fully understanding the entire story.
I’ve had it on my to-do list, to pay it forward for those that were interested in my career. I want to share that story and how someone can make it happen in their own way. This blog is going to take you through my personal journey with loads of information to help you connect the dots in your own situation. You ready? Here we go.
A long, long time ago I started as a busser at an amazing company. To be honest, I was really lost at that point. I was in college, finishing up my degree, with absolutely no clue what to do afterwards. I needed money for necessities, so I did the most logical thing, I worked. Little did I know that choice would pave the path for the rest of my career.
You know, the funny thing is, I applied to be a server. I thought they made lots of money, and I obviously wanted that. With no experience, one of my present-day mentors suggested we start off as a busser and see how I progress. I had a choice to make. I could have walked away right then and there and applied to a different restaurant company. Becoming a server would have been easy anywhere else, but I chose not to. Here is our first point.
Roll with the punches
The restaurant industry isn’t easy, and it never will be. To be honest with COVID and new protocols in place, it’s only gotten harder. In addition, the industry won’t be for everyone. So, evaluate your situation and make sure you want to be in it for the long haul. If you are brand new to restaurants and haven’t had much adversity and/or experience, make sure it’s right for you prior to making this journey.
I could name 1,000 different punches I received in the first year of my career, but we don’t have that much time. The point is you are going to take a beating from so many different angles.
· Your boss
· Your boss’s boss
· Your schedule
· The constant changing landscape
· Customers
· Coworkers
· Relocation (We’ll dive into this more)
· I can keep going…
There is a saying, “if you can’t take the heat, get out of the kitchen.” That exists for a reason. What I am trying to say is, the restaurant is its own organism. It is constantly changing. For you to be successful you must prepare for it and stay ahead of that curve.
Back to the story, I took a chance and one week in, I fell in love with the industry. The people, the food, the hustle, the comradery, all of it was amazing. My mentor saw the hard work and attention to detail I was putting in and promoted me to server, that very week. My risk paid off and I was hooked, just like that.
Here’s where things took off for me. Fast-forward four months and I was promoted to Assistant Manager; 6 months after that Kitchen Manager. This is another critical point in my career, where looking back, I learned an understanding of how the kitchen works, better yet, how to keep things efficient. There are incredible front-of-the-house Managers out there, but if they don’t know crucial kitchen knowledge, their career manages itself into complacency. That’s such a bold statement, let me explain further.
The restaurant industry is all about food, right? Well, yes and no. Think further, it’s all about revenue and shareholder value, especially in larger corporations. How do you achieve increasingly positive results? Improve different metrics, i.e. food, service, etc. So, if a FOH Manager cannot effectively impact food, they’re missing half of that strategy. That brings us to our second point.
Learn the entire restaurant, even if you’re only responsible for half of it.
I shot up through the ranks so quickly, that I forgot to learn some of the basics. Once I became a Kitchen Manager, I pressed pause. I was a bit over my head, initially and that’s not me. I decided to focus on the numbers, if I can stay green, I can keep my position. While I immersed myself into that strategy, I learned everything I could about the restaurant. I focused in on the little details and what made things efficient.
By taking a step back and retraining myself, or at least focusing on the finer details, unbeknownst to me, I became an expert. I created five coveted training locations and became the one most successful Training Kitchen Managers in the company. I trained Managers, Directors, Vice Presidents from around the country, at 22 years old! No one took the time to invest in my learning, they were simply too busy. I was promoted and I was expected to succeed. Don’t wait for someone to lift you up, build your own ladder as you see fit.
I know that making the jump from front to the back of the restaurant can be terrifying. Cooks, Chefs, etc. are a different breed. They communicate differently, they act differently, they have each other’s back. Understanding how to effectively communicate everywhere in the restaurant will benefit your career exponentially. Thus, our third point.
Learn how to communicate from wall-to-wall.
This point is meant to be completely literal. You must know how to motivate every team member in the building. You must have an amazing candor with guests. You must be savvy with vendors. Every human being that you come across, you should be managing. Where this gets tricky is the transition from the front to the back of the house.
I feel like this may have been one of the toughest lessons I had to learn in my career. I had always been a service manager. Servers and Bartenders were easily to talk to and motivate, but cooks, they wanted nothing to do with a young inexperienced Manager. Here’s the thing though, if you gain their respect, they’ll help build your brand. A lot of the reason I became successful is due to the team I built in those kitchens.
I can remember my first day as a Kitchen Manager, it was an incredibly challenging and unique team. 18 of the 20 cooks were women; most of which were over 35 years old, again, I was 22. I learned rather quickly that I needed to prove my worth. I was promoted based off a need in the region. The KM was fired and that meant one thing and one thing only, the kitchen was a mess. I didn’t receive training, I was just placed into the position. I stumbled constantly and learned the true meaning of stress those first couple months.
I needed to create a process because there wasn’t one. I needed to create trust because up until now, they had none. I worked shoulder to shoulder with these cooks. In the mornings I prepped with them, during service, I cooked with them. I would get in several hours early to continuously set them up for success. They say it takes around 21 days to form a habit. I’m here to tell you that statement is accurate. About 3 weeks into my new adventure, things began to change.
My numbers went from red to green. My store’s performance measures skyrocketed. I had zero turn over from that point on. They were finding joy in work. There is always going to be issues, but when your team confides in you, they will work 10 times harder. The key takeaway from this is, don’t just go through the motions with your head down. I know numbers are critical and you’re required to focus on them. I’m not saying forget them. What I mean is, if you build into your team, your restaurant will run itself. This will unleash your growth in every direction.
Let’s move on to the fourth point.
Be a “yes” person.
This one seems self-explanatory, but I promise there is so much more to it. Obviously, you should be willing to support the restaurant in any way possible. If you become known as the person that wants to go home early or you constantly provide a desultory effort in your work, there’s a larger problem in play and you need to take a look in the mirror. So, what do I mean? Be willing to say yes to the holistic needs of the company.
If you’re boss asks you to move, seriously consider it. I know not everyone can make that happen and that’s not game over for you. But if you have the ability, there are so many benefits waiting for you on the other side. You’ll meet loads of new contacts and the more people you impress, the more people you have in your court later. Additionally, if you’re asked to take on a different role in the company, maybe an unappealing one, think about saying yes. Eventually, those in power will recognize your sacrifices for the greater good.
Early on in my career I wanted to stay relatively close to home because I was young and that is what I knew. When my Regional Director asked me to move to a different city, I’ll be honest, I was terrified. I sat on it for a few days, consulted my family and finally decided I wasn’t going to do it. Family was just too important to me. I went into work the next day and something clicked. Immersing myself in that fellowship that I had built, made me want to help even more. I said yes. That decision was one of the greatest in my career.
It was hard, I was lonely, but it was a great lesson. I met some amazing people; mentors that I still learn from to this day. I began working even harder than previous years because I didn’t have anything else to do. I learned, I listened, and I excelled at my job. 6 months to the day that I moved to a different city, the Regional Director came to me once again. He asked if I would be willing to move to another city, this time 4 hours further out. I was just getting into my groove and wanted to say no, but there was an enticement attached. He offered me a promotion to Kitchen Manager, 6 months out of college and out of management training. I couldn’t believe it and I couldn’t turn it down. I said yes.
I moved and grew. I’ve mentioned this restaurant several times in this blog already, so no need to repeat. Let’s just say, taking a leap and saying yes to whatever I was able to at the time, is the reason I rapidly shut up ranks in the company.
Let’s take it a step further with the fifth point.
Find your passion.
What fires you up in the restaurant? What are you enamored with? Finding this is a critical next step. If you are simply working to have a 9–5, I get it, I really do. It is an amazing thing to go from 70 hours to 40. However, if you can uncover a passion, something you would love to manipulate in the future, your path will be much more rewarding. You are creating a vision for yourself; something to work towards and that is the ultimate goal.
When I was considered an expert in the Kitchen Manager arena, I still didn’t know what I wanted to do with my career. I wasn’t even sure that I wanted to be in the restaurant industry forever. My entire family worked at Procter & Gamble, I thought maybe that could be my path. I’m glad it wasn’t and my mentality around it changed quickly; to be honest, all it took was 60 minutes.
We had a visitor coming to our restaurant; not just anyone, our company’s Food & Beverage expert. At this point in my career it didn’t mean much to me, other than I didn’t want my boss to look bad. I took it as another day and did the same thing I always had done.
Fast forward to his arrival. He wanted to do a safety and sanitation walkthrough and a line check with me. This was standard for his visits. It was an opportunity for him to coach and build into each restaurant. We went through every inch of that restaurant. He had no opportunities for me. In fact, he was blown away. He told me that I could go far in this industry if I wanted to. He piqued my interest, because at that point, I hadn’t even considered it. I sat down and talked with him and the rest is history. I found my passion, my desire. I wanted his job. Here’s the important part of this section: if you’re struggling to find what excites you, put your best foot forward and maybe, just maybe, your passion will find you.
Sixth point. You are obviously required to have some sort of talent to retain a position, that is basic knowledge. Beyond that, you need to create some luck for yourself.
Don’t get discouraged, luck is only created if opportunity is present.
When you are presented with adversity, how do you respond? Fun fact, did you know that you are constantly being watched in those situations? It could be something as simple as a guest seeing chaos on a Friday night shift. How you handle yourself in that situation will leave an incredible impression on those watching. If you are panicked or angry, guests will pick up on that. If you are in control and personable, your guests won’t realize the little fires everywhere. Moreover, if your team sees you calmly but efficiently managing, they’ll do their best to follow suit.
This section is going to push you further than just managing your demeanor though. You are going to hit so many roadblocks, bumps, and detours in your career. You’re going to apply to jobs or hope for a promotion and let me tell you, you’re not going to get them all, even if you’re the most likely candidate. Keep building into your team, keep moving forward. Your time will come, one way or another.
At this point in my career, I felt I was ready for the next step, which was corporate. My company had just opened a research and development test kitchen and they were looking for someone to manage it. I wanted this job more than anything; it was now my dream, my passion. I watched as the candidates continued to pile up and I became discouraged. I hadn’t received an email or call, and I figured it was a done deal. Soon after, the Director of Food & Beverage emailed to set up an interview.
I hadn’t interviewed for a job in 7 years, I was terrified. I constantly practiced what I would say and did well when the time came. I had 4 interviews and it came down to an incredibly talented chef and myself. I knew I had it. I had such an amazing repour with the interviewers. Alas, I was devastated when they gave it to the chef.
My life could have gone 1 of 2 ways at that point: give up and move on or fight. That interview process ignited a fire under me. I had to get into corporate and I was going to do anything I could to make it happen. I sent the Director of Food & Beverage a thank you note and figured that was the last of it for now. He emailed me an hour later stating how sorry he was, how much he enjoyed our conversation and asked to keep in touch. Great news! I’ve just created a contact and with some luck, I’ll speak with him again. Moral: Good news comes to those who are working for it.
The seventh point.
If you want in, create a path
Very rarely will a prestigious job land in your lap. You must work for it, like we have been saying all along. However, sometimes hard work simply isn’t enough to get your there. Life is unfair and can be brutal at times, give yourself the best odds to win.
After my failed attempt at getting into corporate, I decided to take things into my own hands. I spoke with my Regional Director about moving to a location close to corporate. My thought was, if exposure has gotten me this far, I should take it to the next level. My Regional Director hated the thought of losing me but wanted to see me grow. I had done so much for him and he was ready to help.
Let’s pause for a second. This experience is something you should keep in the back of your mind. When doing your day-to-day job, don’t forget the resources you are impressing upon. You may think your boss is only a mentor-like steppingstone to the next position, but they can also be your biggest fan. Endorsements are keys to a locked door.
Okay, back to it. I interviewed for a position near corporate with a Director I had never met. I told him that I wanted to get to corporate in any way possible. He made a deal with me, if I gave him 6 months of my time and turned around a struggling restaurant, he would help me get into corporate. I moved out to Denver that same week.
I rolled up my sleeves and got to work. Because of the adversity that I had experienced in my other locations, I was ready for the challenge. I had been thrown to the wolves before, I can surely do it again. 1 month in, I raised the numbers to green for the first time in years at that location and I kept them there. I trained an entire new management team to replace me in my prospective absence as well.
Nearly 6 months to the day, we had a restaurant evaluation. I had kept quiet and hoped to hear something from my Director. It happened; an opportunity was there. He had gone to work finding me a position! He said he would talk to me about it after the evaluation. I waited hours for that conversation, the anticipation was killing me. We finally sat down, and he told me about the available position. It was managing the point-of-sale and inventory systems for the company; an .it gig. I was bummed. That wasn’t even on my radar, but I knew I had to keep going.
Here’s the icing on the cake. I found out who I was interviewing with for the job. The Director of Food & Beverage that told me to keep in touch. I knew I had it in the bag. I had already impressed him in the past. The first interview went well, and he asked me to come in and speak to his team. They put me through the ringer, and I mean the absolute ringer, not only from a conversation standpoint, but also from a technology standpoint.
That brings us to our eighth point. While you’re building into your team in the restaurant, take time to invest in yourself.
Prepare for the differences between corporate and the field.
There are simply too many differences to name here. I’m sure you’ve experienced some on your own time as well. When you get the opportunity to meet mentors and corporate employees alike, take notes on what you see. How are they acting, how they addressing people, how are they leading? They are in that position for a reason.
The easiest way for me to divulge this enormous amount of information is to simply list it out. Choose a few of these and work on them daily. The great news is, once you acquire these new skills, they don’t go away. When you’re ready, move on to the next item. Here you go:
· Vocabulary
o Often in restaurants, you’re dealing with a younger group of employees. Your job doesn’t require you to have a robust vocabulary. As your career evolves, your ability to articulate your thoughts will directly correlate to your success.
· Manners
o This is something I see all the time. Restaurant Managers are tough because they’re required to be. Corporate employees are for the most part, softer in demeanor. They haven’t been screamed at by a customer or had to deal with a troubled cook. Know your audience and understand how to behave.
Technology: Learn how to use it proficiently
o Office Suite
o Outlook
Office Etiquette
o There are a lot of amazing articles out there, like this one: Office Etiquette. These tips will go a long way and lessen the learning curve.
o It’s an ugly side of corporate and I hate that it’s included in this list, but it exists and it’s important. Understand what this means and how it can positively and negatively impact your career.
Reserved Courage
o One of two things happen with newly promoted field employees:
- They’re quiet, way too quiet. They sit back and never impact anything. You’re there for a reason, provide value when you can.
- They’re too confident. Sit back and learn. Provide expertise, absolutely, but don’t dominate a meeting. You’ll lose any momentum if your coworkers struggle to be in the room with you.
o Once you’re established, you’ll find what lane suits you the best.
o Know the difference between the two and how it can impact your career.
Timeliness
o There’s a saying in restaurant: “early is on time, on time is late and late is unacceptable”. Memorize it and live by it, always. People will notice your punctuality, good or bad.
o Everyone hates being a bother. Remember that your presence helps everyone’s workload lighten. They are thankful you are there. Asking questions means you’re trying to do it right. They’ll respect that.
Departments & What They Do
o Research what each department in your company is responsible for prior to your arrival. Understand the workflows will make your life so much easier.
That’s a good start. Let’s move on to things you can do to build your career in corporate; the ninth point.
Build your knowledge, network, and understand who’s who.
You’re going to be overwhelmed at first and maybe for an extended period of time, but that does not mean you’re on your own. Pay attention in meetings, who’s dominant, who’s passive? For the most part, the subordinate people are going to be in your same situation. Make friends or at least acquaintances with them. Go to lunch and again, listen.
Remember that piece we talked about earlier around finding your passion. Well, take that passion and apply it here. My passion was food and beverage, so I introduced myself to everyone on that team. You’re not looking to make friends here, just get your name out there for now.
Put in some extra work off the clock. Learn names and faces as much as possible. If you can recall someone’s name in passing, it will go a long way. A simple “Hi John!” will do the trick. Study up on email etiquette and meeting rooms; the last thing you want to do is be late for a meeting because you couldn’t find the room.
Everything is going to take time. Corporate is a completely different beast and much less forgiving than the restaurant crew. Take your time when drafting emails and prepare for when you must present. The more professional you come across, the more trust you again.
It’s daunting I know. You were top-tier talent in the field and feel you deserve respect at corporate. You’re starting over, don’t forget that. That doesn’t mean your worthless, it means you must integrate yourself into the pack. Prove your worthiness and your expertise will shine automatically.
My first week looked something like this:
“Who’s that?”, “What does this acronym mean?”, “I’ll do that from now on.”. Once I got past the initial learning curve, I started provided my own take on things. I managed the POS and inventory system and I knew where the flaws were. People began to listen and eventually came to me for their needs. For example, a Marketing Manager came to me with a promotional idea and asked what I thought. I was able to alter the promotion, knowing that it would have had an adverse effect on operations.
Working outside of your comfort zone and providing insight for cross-functional teams brings us to the tenth and final point.
Insert eye roll here. I get it, but I don’t mean on paper. I mean building a portfolio and rapport, one that will compliment your passion. You’re going to be busy and again, overwhelmed. Find a way to make an impact in an area you are interested in. It doesn’t have to be a monumental effort; it can be something as small as a conversation with the right person. I took a chance in my career. Here’s how it played out.
My company had just hired an outsider for the Director of Food & Beverage. Crazy talented guy who had worked all over the world. As essentially a Data Steward, there was nothing I could offer him that he didn’t already know; nothing except historical knowledge of the company and help with getting to know folks around the office. I took my chance, I met with him and offered up what I could. He not only welcomed my information, he continued to come back for support. We became close, eating lunch together and even talking about our families. I told him about my past and most importantly I told him about my passion. Because of this incredible friendship we had built, it set up the greatest opportunity of my life.
Their team was short-handed and had a massive project that needed to be done quickly. It wasn’t technical by any means but required a lot of hands on work and extreme attention to detail. You may have already guessed where this is heading. He came to my boss and I and asked if I could support a cross-functional project for my development. My boss was all for it, thank God!
I worked 7 days a week to support this project. I created spreadsheets out of thin air and over delivered on what was expected. If I have learned one thing, it’s what hard work gets you. He was blown away to say the least. Everyone in the company had just seen me in a brand-new light, someone from the field that can hold their own. They were impressed.
About a month later, a position opened on his team. It was the National Manager of Food & Beverage. Naturally, I applied, because it was everything I had ever wanted. Here’s what we meant about building a resume. That project that I did for him was my cover letter, resume and signed and sealed offer letter. I had already proven that I was capable of the job. I still had to apply and interview with a plethora of candidates but I was first in line. Some of these candidates were all-stars in the food and beverage world, but I beat them. I went from a Busser to National Manager of Food & Beverage in a fraction of time it should have taken, all because I subconsciously followed these 10 steps.
You can do it, I promise. It just takes a lot of hard work and a little bit of luck 😊
FYI, Altered Concepts Group, offers an amazing Manager Mentoring course. If you or someone you know is interested in taking it to the next level, we are happy, scratch that, honored to help you on your journey. This course should seriously be considered for restaurant groups as well. If you are looking to take your management team to the next level, let’s chat.
Originally published at https://www.alteredconceptsgroup.com on October 2, 2020.
