It’s been said that managers look after things, and leaders look after people. A manager handles the roster, security, service quality and logistics. Leaders handle the more challenging tasks of motivation, team building, discipline and all the personalities in restaurant life - customers and staff. Some managers are good leaders, and others not so much. It’s a tough call for a young manager in their early twenties to handle the human side of the job - every business has a big range of ages, personalities, skills, language abilities and experience.

In this interview, Ken Burgin talks with restaurant coach and consultant Donald Burns about how young staff can build their skills and experience to become good leaders. When they can handle the ‘people side’ of hospitality with confidence - conflict management, interviewing, coaching and teamwork, a whole new world of careers open up. We need more real leaders in the front and back of house! Connect with Donald Burns on his website and RestaurantCoachUniversity.