3 management tips from a renowned restaurant duo
Sometimes a solopreneur runs the entire show, but many small businesses are the product of multiple visions, contributions, and leadership styles. That’s the case for tapas restaurant Sur Lie in Portland, Maine, helmed by James Beard-nominated restaurateur Krista Cole and Chef Mimi Weissenborn.
Both bring different strengths to the table, but their mutual passion for the craft of food service has resulted in an award-winning experience for their guests at Sur Lie and two other Maine eateries, Gather and Catface Cafe.
“[Mimi] and I are like this incredible dynamic duo,” Krista said. “I’m very data-oriented, organized, and efficient… and she’s the brilliant creative brain that comes up with the menu, which is why people come into Sur Lie as well. We have a really good relationship that way. As women in the industry trying to break down barriers, we focus on what we’re both really good at and how to complement each other.”
Whether you’re managing a team or balancing the books, every business needs equal parts passion and efficiency. Consider these three management and leadership tips from the dynamic duo behind Maine’s thriving restaurant scene.
1. Your passion sets the tone for your team
Leading by example is easy when you’re passionate about what you do. There’s no doubt that Chef Mimi—a recently announced contestant on Bravo’s “Top Chef”—is an expert in the culinary field, but her leadership is just as valuable to the business. Krista said: “[Mimi is] an amazing leader, and that, to me, speaks more than being an amazing chef because when you can lead a team of people and really inspire in our industry, then you’re just surrounded by professionals. This is their craft and this is what they do. And that translates into the guest experience.”
Although Krista typically works behind the scenes as director of operations, she also showcases her commitment to the team by occasionally filling in gaps in the kitchen or on the floor. “I think people seeing me working hard as a female sole proprietor—invested in the restaurants, willing to work in the kitchen, willing to work in the dishes, willing to do all of the things too—[is important],” she said. “I think my guests and my team love it when I’m there.”
2. Seek out people who treat customer service as their craft
Customer service is everything at Sur Lie, a James Beard Award semi-finalist for outstanding hospitality. Still, Krista isn’t sure that the sixth sense for exceptional service can be taught. Instead she focuses on hiring people who identify as customer service professionals and see themselves working in the industry long term.
“There are a lot of people that work in this industry as a supplemental income or they’re transitioning or they’re in school, which is great. But I really do try to seek out people that really feel like this is their craft right now, and they’re really proud of their craft,” she said.
In return, Krista prides herself on creating a positive workplace environment, where staff feel valued and empowered to add their own contributions. “Everyone brings their own touch into the service and has really contributed to the whole culture of Sur Lie,” she said. “They bring their own twist as well. It works when you give people the platform to be creative and be really proud of the work that they’re doing.”
Krista’s hiring tip: In job interviews, ask potential candidates where their favorite place to work has been and why. “It opens up some anecdotal information and kind of gives me a glimpse into who they really are,” she said. Plus, research their previous workplaces to see if they have experience providing service in an environment like yours.
3. Streamlined processes lay the foundation for creativity
Much of the hard work of managing a successful business happens behind the scenes. From taking inventory to setting expectations in weekly meetings, Krista ensures that Mimi and her team have everything they need to execute on their creative vision, night after night.
“Having systems and processes in place is super important to providing quality and consistency. [That translates into] having your team really engaged in the work they’re doing and being able to hold people accountable. It should be a well-oiled machine, and there should be very clear expectations and one way of doing things,” she said.
Even if you don’t have experience running business operations, consider brushing up on your skills through classes, webinars, or other resources. “I geek out on systems and processes,” Krista said. “When I went back to grad school and focused on entrepreneurship, I did take some classes in organizing effective teams and just studying organizations in the way that they are structured.”
These lessons come from an episode of Behind the Review, Yelp & Entrepreneur Media’s weekly podcast. Listen below to hear from Krista, or visit the show homepage to learn about the show and find more episodes.