Spend five minutes in a kitchen or a server station and the verdict is clear: it should be mandatory for everyone to work in hospitality for at least a year.
I went to culinary school some years back (graduated second in my class, no big deal). I spent several years as a line cook—a mediocre one, at best. It became clear that my destiny wasn’t star chef. Now I’m in the coffee business, but the principles of organization, workflow, preparation, and creative problem solving demanded of me as a young line cook continue to impact my work to this day.
The point is, there’s so much to glean from your tenure in hospitality! Even if it’s not your chosen career path, this industry has the potential to impart great lessons and permanent skills that will benefit any of your future endeavors. While corporate America may toss a narrow rulebook at problems, the restaurant industry demands the problem be solved however necessary. Like the proverbial matchbook under the wobbly table leg, find the fix first, then improve it.
Here are a few examples (and maybe a personal anecdote or two):
The challenge: “WTF, I just got triple-sat!”
The opportunity: Learn to batch your work.
I once had to peel and devein 1,500 shrimp (for a personal snack). About 200 in, I realized that peeling them all first and then deveining them was significantly faster.
This principle is also effective in managing email, returning phone calls, and doing other clerical tasks (while possibly eating shrimp cocktail, of course). When you think you’re in the weeds, look for opportunities to group similar tasks and you’ll work more efficiently.
The challenge: “The walk-in went down, all the food is going to spoil!”
The opportunity: Learn how to figure it out. Whatever it is.
Besides taking care of people, hospitality is about anticipating and solving problems. If you can sense it coming, you can get ahead of it.
Walk-in is failing? Order dry ice. Out of 1s and 5s? Hit up the neighboring restaurants for some change! Electricity out? Light candles everywhere!
When there is no option but to solve the problem, you make incredible breakthroughs. Creative problem solving from my restaurant days has carried into everything I’ve done since. The persistence and positive attitude necessary in hospitality is life changing. You just need to be willing to do your best work, even if that work is just wiping down menu covers or peeling shrimp.
The challenge: “Table 20 has sent food back 3 times—they’re so rude!”
The opportunity: “Being a professional despite less-than-professional circumstances.”
This is the holy grail of infuriation. You do everything right, but people are still unhappy, it happens… And as uncomfortable as it can be, there are some valuable takeaways from these experiences.
First: Don’t take it personally. It’s painful training to develop a thick skin. We’re in hospitality because we like people and we want to please them. When it goes sideways, it hurts! But you can redirect your focus and use that energy to recover to the best of your ability; then delight the next guests you encounter that much more!
Second: Difficult guests are also a great challenge. And there is nothing more rewarding than winning them over. When you shift your focus to overcoming a challenge rather than making it about you, you are entering the Zen, the Jedi Zone, the Realm of Mastery. It’s enlightening and rewarding, because you don’t need anything in return to do your job well. True hospitality isn’t transactional, it’s fulfilling because it’s meaningful.