Podcast Summary: Restaurant Strategy – Episode Featuring Kristen Marvin, Author of The Hospitality Leader's Roadmap

Release Date: February 24, 2025

Introduction

In this insightful episode of the Restaurant Strategy podcast, host Chip Close engages in a compelling conversation with Kristen Marvin, a seasoned restaurant coach and the author of the newly released book, The Hospitality Leader's Roadmap: The Move from Extraordinary to Extraordinary. The discussion delves deep into Kristen's two-decade-long journey in the restaurant industry, her transition into leadership coaching, and the core themes of her book.

Kristen Marvin's Background and Journey

Kristen opens up about her extensive experience in the restaurant industry, highlighting her evolution from a line cook to a leadership coach. She shares her early days starting at a family-run Mexican restaurant at age 15, moving on to work at Outback Steakhouse in 1999, and later taking on roles that involved opening high-profile establishments.

“I started as a line cook at 15 at my family's favorite Mexican restaurant... this was my first front of house experience” [04:10]

Kristen recounts pivotal moments, such as her first major failure with a restaurant venture that didn't succeed, which ultimately led her to seek personal growth and coaching. This period of vulnerability and self-reflection became the catalyst for her current role as a leadership coach.

The Book: The Hospitality Leader's Roadmap

Kristen Marvin explains the motivation behind writing her book, emphasizing the scarcity of leadership development resources tailored for the restaurant industry. She aimed to create a comprehensive guide that offers actionable insights for restaurant professionals at every career stage.

“The book just felt like the next natural thing... it was something that I just really wanted to challenge myself to get really uncomfortable with” [04:25]

Kristen details her writing process, noting how she overcame challenges related to vulnerability and openness. The book is structured to provide concise, practical lessons with each chapter offering unique takeaways.

“There are lessons learned in every single chapter... something here for everyone” [40:23]

Leadership vs. Management in Restaurants

A significant portion of the conversation focuses on distinguishing between leadership and management within the restaurant context. Kristen articulates that while management involves the operational aspects—such as running shifts, maintaining systems, and ensuring service quality—leadership encompasses vision-setting, inspiring teams, and fostering an environment where employees feel empowered to take initiative.

“Leadership is a mindset... curiosity... willingness to learn, that ambition to raise your hand and say, I see problems here and I'm going to implement some solutions.” [16:57]

Chip concurs, likening leadership to setting the vision and management to executing the plan to achieve that vision. They agree on the necessity of intertwining both roles for a restaurant’s success.

“A leader sets vision, literally says where we're going. And a manager goes... how do we get there.” [28:11]

Developing and Empowering Staff

Kristen emphasizes the importance of nurturing employee growth and building confidence within teams. She discusses strategies for empowering staff to take ownership of their roles, which in turn allows restaurant owners to delegate effectively and step back from day-to-day operations.

“It's about creating a vision about where that restaurant owner wants to be... and then putting some action to that.” [17:36]

She shares examples of how successful managers conduct one-on-one meetings to understand employees' interests and aspirations, pairing them with roles that align with their strengths and career goals.

“One of the GMs I worked with... took the time to do one on ones with her team... really, really excited” [32:23]

Building Systems and Systems-Based Leadership

The conversation highlights the critical role of systems in enabling restaurant owners to achieve consistency and efficiency. Kristen explains how implementing structured processes supports team autonomy, reduces dependency on the owner, and enhances overall operational effectiveness.

“Systems allow you to step away from the business, but they support your team... they feel very trusted, they feel empowered” [36:48]

Chip adds that well-designed systems not only streamline operations but also free up the owner's time, allowing them to focus on strategic growth rather than micromanagement.

“If you put a system into place... it can be repeated, it can be taught, it can be scaled” [37:45]

Personal Challenges and Growth

Kristen candidly discusses her personal struggles, including burnout and substance use during the pandemic. She credits her transformation to seeking coaching and therapy, which realigned her with her core values and inspired her to help others through her coaching business.

“I started drinking really heavily, covered up a lot of stress and anxiety... decided that through that one on one coaching that this was my favorite part of the business” [13:20]

This period of personal adversity underscored the importance of self-awareness and continuous personal development in effective leadership.

Key Takeaways from The Hospitality Leader's Roadmap

Kristen's book serves as a practical manual for those looking to elevate their leadership skills within the restaurant industry. Key takeaways include:

1. Ownership of Leadership Development: Kristen urges readers to take full responsibility for their growth, leveraging available resources such as podcasts, newsletters, and coaching.

2. Hire People Smarter Than You: Emphasizing the importance of surrounding oneself with capable individuals, Kristen advocates for hiring talent that exceeds one's own skills to foster organizational growth.

   “One of the chapters in the book is titled hire people smarter than you... I had to let my ego go. I had to get out of my way.” [44:35]

3. Flexible Systems Over Rigid Hierarchies: Adapting systems to fit the unique needs of each restaurant, rather than enforcing a one-size-fits-all approach, ensures better operational flow and employee satisfaction.

4. Continuous Feedback and Adaptation: Implementing regular feedback loops, such as pre-shift meetings and end-of-shift reviews, helps in identifying and addressing issues promptly, fostering a culture of continuous improvement.

5. Empowerment Through Delegation: Clear delegation empowers employees, builds their confidence, and enables owners to focus on strategic initiatives rather than daily operational tasks.

Conclusion

In this episode, Kristen Marvin provides invaluable insights into effective leadership within the restaurant industry. Her experiences and strategies offer a roadmap for restaurant owners and managers aiming to build more profitable, sustainable, and empowered teams. Kristen's transparent discussion about her personal journey and the principles outlined in her book make this episode a must-listen for anyone serious about elevating their restaurant business.

Additional Resources

• Book Release: The Hospitality Leader's Roadmap: The Move from Extraordinary to Extraordinary is available on October 15th on Amazon.

• Contact Kristen Marvin: Visit kristenmarvin.com for more information or to schedule a conversation.

• Chip Close's Book Offer: Listeners can obtain a free copy of Chip Close’s book, The Restaurant Marketing Mindset, by visiting Instagram @restaurantstrategy and sending a DM with the word “BOOK”.

Note: All timestamps correspond to the original podcast transcript provided.