Q: What does a typical day look like at Nova Place?
In this business, no two days are the same! But typically, I make sure that all of our daily marketing is in place (menus), gather the team for a pre-shift meeting, work with guests on catering plans, support the team through the lunch rush, input daily financials, budgeting and labor,HR, and probably many other things that I am just programmed to do on a daily basis!
Q: What has been your biggest customer success story?
There are several, but there is one in particular that I will share with my team members as a training tool; We had a guest at one of the accounts that I managed that was always “cranky”. Almost always got a salad at the salad bar every day & almost always complained to the salad bar team member about everything. Needless to say, the salad bar team member would try to run and hide when this guest came in for lunch! I coached the team member into talking with the guest to get to know her likes and dislikes. At first it was a simple “Hello, how are you?” After that, the team member went on to asking the guest what she’d like to see on the salad bar. Then on to educating the guest on such things as how we roast our own beets or sourcing local produce, etc . It took some time, but in the end, the guest really was a pleasant person after all! She just wanted someone to listen to her. The team member was much more confident in her job and didn’t try to run and hide! A win-win for all!
Q: What keeps you going when things get tough in your business?
My team! They always work hard and will always pull together to get us through a “tough” day! Also, I am surrounded by exceptional upper management and a corporate support center that really values their teams out in the field and consistently provides us with support and training to prepare us for just about anything!
Q: What do you do when you’re not in the office?
Spend time with my family, gardening and cooking/baking (of course!)
Q: What 3 things does anyone starting in your industry need to know?
- You will work long, sometimes grueling, hours. But persevere, the job is rewarding!
- Invest time in your team! They are your most important asset!
- Always stay focused on your guest’s needs. Make them feel welcome and provide them with exceptional service and food! And, always remember to smile!