Cornerstone - Gold Coast Hotel & Casino

http://www.stanleymatthew.com/life-as-a-food-beverage-manager
Hey Matthew,
Just wanted to run you an update of where & what I've been up to so far. Try hit you up each week and keep you up with everything i'm doing.
I've been in the hospitality industry for 10 years now and if there is one thing I have learnt; it would be that the goal posts you are aiming for are like the end of a rainbow. No matter how close you think you are getting they keep finding a way to move further away.
It's easy to think then, What's the point? Why do I keep at it? Why do I put up with the unsociable hours? Why do I continue to deal with delusional customers? Why do I endure the painful conversations with difficult or emotional staff? And the list could go on and on.
I think the answer to these questions is very surprising when I truly think about it. It's not because I love alcohol and food. I mean I do love both of those things.... very much. And it’s not because I love interactions with people. I mean this one time I did an introvert/extrovert test at university and scored the highest in a class of 300 or so on the introvert scale, I was one score away from being as introverted as one person could be. So interactions with people exhaust me, especially those I have trouble relating to.
No, why I do it is because of the challenge. It's just so complete as a problem. Almost all facets of life are encompassed by this industry. Ok almost everyone could say that about their own industry and find ways of proving the statement they have made. But hear me out, let me start with where I have come from and what has bought me to where I am today.
So I moved out of home at 19, the only job I had ever had was working with dad during school holidays helping him flip houses. So when I found myself living in a shoe-box apartment in the middle of Auckland City I was stumped as to what to start doing to pay my rent. Across the road from where I lived was the Sky City Casino and they were looking for staff in a bunch of the outlets and gaming floor. As I was still 19 I was too young to work on the gaming floor, but because I was a guy I was given an interview with one of the restaurants who were looking for more men to balance out the team. This was my first dip in. Now I admit, I was a joke when I first started. I was one of "those" workers, you know the ones. The ones that call in sick all the time, ask to go home early and just have an overall lack of effort. As time went on I slowly learned the trade and got better and better, learned how to make coffees and a few basic cocktails. I also gained confidence in talking to random strangers as I asked them what they would like to drink with their buffet dinner. But at no point in this 12-month experience did I ever think that I was now a hospitality worker. It was a means to an end.
Then in 2008, I moved to the Gold Coast in Australia, quit university, ran away from debts, ex-girlfriends, and just general life struggles. At the time I thought it was a great idea and it would solve all my problems. Instead I was young, dumb and well you know the rest. I was unemployed for 3 months. In that time all I achieved was to learn how to solve a Rubix cube in less than a minute and a half. Don’t get me wrong I still pull out that trick at parties but it didn’t exactly help me eat or pay rent. Instead I bludged heavily on other people and ruined friendships because of my incompetence. I managed to find a job at a factory that lasted a month before getting fired for not showing up enough. Then along came Holiday Inn Surfers Paradise. I remember when I took this job I felt like I was getting desperate and this was my job to keep me afloat not actually start a career in. I mean, it was hospitality. People only work in hospitality while studying for their real job right?
Well 12 months went by and I found myself standing with an eventual very good friend who at the time was my big boss. My F&B Manager. He asked me if I wanted to make something of my career and take this job seriously for once. After a few days I came back and told him I was in. I was going to do whatever it took to become the best F&B Attendant at the hotel. And within 6 months I was promoted to a team leader. I spent the summer as this team leader and by the end of it the timing was perfect and I managed to land an F&B Supervisor job. My career had really started. I was now a salaried worker for the first time in my life, I had responsibility and I guess I still felt I had nothing better going for me so I would stick at it and not screw it up.
Of course I almost screwed it up a number of times. What can I say? I get bored and when I'm bored I do dumb stuff. After a couple of secondments at other properties around the country I landed the Meetings & Events Manager at Holiday Inn Brisbane. It was now 2011 and I had a 12-month contract. I had already decided with my partner at the time that at the end of the contract we would go travelling and head to London to live. So after 12 months of intense personal growth that is just what I did. I had really become an adult at this point and my career was no longer something that I did because nothing else was going to pay the bills. I was doing it because I just overcome the hardest 12 months of work in my life and I loved it. I grew leaps and bounds as a leader and enjoyed the rush. It is hard to explain but I started to feel satisfaction for overcoming all the challenges being thrown at me.
So 2012, I just finished 3 months of travelling Asia and landed in London, the next day I had a job interview for a little restaurant called Charlotte’s Place. The day after I was at a two-day trial and then I was hired as the Assistant Restaurant Manager. I was now running one of the most successful independent restaurants in London. We ended up winning Top Restaurant in London in the Good Food Guide awards while I was there.
7 months after arriving in London I had to head home due to family reasons and I found myself back at the Holiday Inn Surfers Paradise, but it was now called the Outrigger Surfers Paradise and I was the Restaurant & Bar Manager. I lasted here 9 months and although I had the worst General Manager ever, I learned so much here. I learned how to earn a pay cheque. This job was tough! I once served 700 customers for breakfast with 2 chefs and 6 wait staff, and the funny part was that I felt it was an easy day because of all the help that I had. I was used to doing 100-150 covers with one chef and one other staff member. That was my typical day. I never ran so much in a job ever. But what it taught me is efficiency and how to still offer a great customer experience with absolutely no staff. I had to think outside the box so often. I had to find ways of being prepared for everything. And I did. I was so good at it. We hardly ever had complaints at breakfast and we were getting smashed every day.
September 2013 I had had enough and I needed something else. I took on a role of Assistant Bar Manager at Palazzo Versace which lasted 6 weeks before being offered the role of Four Winds Restaurant Manager at the Crowne Plaza in Surfers Paradise, which evolved into the Assistant F&B Manager. And during these 13 or so months I learned more about leadership than ever before. My boss had a way of opening my eyes up to it and it all started to click. I started to realise why I was doing this. Why I was putting up with the unsociable hours, Why I continued to deal with delusional customers, Why I endured painful conversations with difficult or emotional staff. The concept hadn't completely formed in my head but it was starting to take shape and with success after success the picture started to become clearer and clearer.
And then December 2014, I got a transfer to Crowne Plaza Terrigal as the F&B Manager. This was it, I had reached department head level and this was kind of the pinnacle of my F&B career. Yeah I will go on to bigger roles with more revenue and more outlets and bigger teams but essentially it is all the same thing, just the stakes are higher. I am the authority on F&B in this hotel reporting directly to the General Manger and until I make the jump to a General Manager the dynamic of the role is never going to really change much from this. I will always report to the General Manager and I will from now on always be in charge of everything F&B. It’s been 16 months in this role now and I am on the verge of my next step. I have started applying for other roles and this time I am looking to Asia, specifically South East Asia.
So now I am in a position to explain my love for this industry, the challenges I face and the reason I keep asking for more, every time I think I have it all figured out and have taken my department or hotel to new heights I realise that the goal posts have picked up and run away from me. Maybe only last year did I really realise there is no perfect hotel or perfect restaurant. You can always be better, you can always improve. And that goes for everything in life. Don't just accept mediocrity.
I now wake up each morning and ask myself "What can I do today to improve on yesterday?"
Talk to you next week bro.
Stanley