Lessons learned from working in hospitality and how you can apply it to your life in and outside of work.

Chelsea Craig [Me in the leafy green shirt]

It was my last few days of the spring semester in college, there was a facebook post from a friend asking for extra hands at his new restaurant, Di an Di, in Greenpoint, Brooklyn. Never having worked in the hospitality industry, I shot my friend Tuan a message saying that I’d be interested in helping.

Not knowing what I was getting myself into, I first trailed as a host. I’d eaten at restaurants all my life yet I’ve never been on the other side of the equation, the service side. Not knowing the dynamics, getting thrown into service was like being caught in the eye of a hurricane.

As a host, from seating people at the wrong tables to bumping into servers and runners, I had something to prove. That as a host, I had a rightful place in the restaurant; that my smile and greeting along with professionalism and charm had more impact than anyone ever cared to know.

It’s the first impression that a guest has and the last one when they leave. I did the best that I could whenever I clocked in to work, while managing college courses and having a personal life outside of work; here are the biggest things I’ve learned:

Deciding where people sit is just the tip of the iceberg

You would think the host stand has it easy, the only work to do is to look attractive and put together. Maybe grab some menus and seat reservations and walk-ins at any random table available; which is so far from the truth. Here are a few things just to scratch the surface:

To make sure the external and internal appearance of the venue is clean and attractive. This goes along with making sure bathrooms are tidy and that tables for larger reservations are set.

This goes along with making sure bathrooms are tidy and that tables for larger reservations are set. Aside from keeping a close eye for critics and reviewers, we’re to keep an eye out for every customer! To make sure that we acknowledge returning guests and that they be seated preferably away from loud tables and crying babies. (thats anyone for that matter)

To make sure that we acknowledge returning guests and that they be seated preferably away from loud tables and crying babies. (thats anyone for that matter) Letting managers and servers know when theres a regular, when there are people dining alone (so we can show them some extra love), and when there is any sign of discomfort from guests whenever they’re in within our perimeters.

Chelsea Craig [Me in the leafy green shirt]

Dealing with lots and lots of pressure from angry people

It still surprises me how grown adults can become the biggest babies when having to wait for a table. Keeping an eye on reputation and service, I’ve learned how to diffuse bad situations and make angry customers happy. I do what I can, thats the same with my life outside of work; I’m always putting the blame and pressure on me.

It’s always my fault, what could I have done better? how could I have been a better son, boyfriend, friend or brother. I’m not saying you need to keep everyone happy all the time, the acknowledgement of knowing how people feel and that they’re heard is sufficient.

Curbing my ego and learning to delegate

Perfection doesn’t exist and you’d be a fool to think you’re perfect. Once you start working in a team it’s not about you anymore. This isn’t tennis where you can shine solo with everyone watching.

It’s more like a soccer match, with a team where you’re only as strong as your weakest link. Having one or two great players can win games, but aren’t sustainable and don’t win championships.

I’ve learned that my value won’t come from solely being the best but that its building those around me so my teammates can reach their highest potential and improve. I’ve had such a hard time telling people what to do as it doesn’t come naturally to me.

Over time it has gotten easier and I’ve grown confident in doing so. Communication is important and is relevant in and outside of work; it’s an invaluable skill thats under rated and often overlooked. Because you can’t keep doing things alone, you need a team to win championships so its best to communicate well and often.

Doing the right thing is always a good strategy

At the host stand, there are high chances of important people walking through the door; such as food critics, CEOs or even assistants to influential people. From my experience so far, it’s the seemingly normal people, the difficult ones, the guests who don’t fit the bill and all in between that we should serve with the utmost sincerity.

To give quality service only to important people is foolish and proves that an establishment has low standards and wrong intentions. Word of mouth and reputation are a big deal, along with that are intention. A good person has good intentions and that is to take care of others, providing the best service or value.

Done correctly, one day at a time, the truth will eventually seep through. To always do the right thing has been such a huge lesson learned at the restaurant in that it deals with your reputation; and that if you want a good reputation it requires having the right intent and actually being a good person. Just because its a good thing to do and the reputation goes a long way, you never know who knows who. Because that who might just be the who you need to further push your brand and reputation.