Case studies: Restaurant manager: Richard

Richard is a 23-year-old restaurant manager at an independently owned restaurant in the North West. He graduated from university with a 2:2 in geography and has been the manager there for nine months.

I began working at this restaurant as a waiter when it first opened six years ago. After I left to go to university I regularly returned during vacations, building up my experience and progressing to the role of head waiter.

When I graduated I didn't really make a conscious decision to go into this industry - it just sort of happened; I considered a few different options, the head waiter role here being the one I decided to take. After seven months full time in that position, I was promoted to restaurant manager when the incumbent moved on. I don't believe having a degree helped me to get this postion but being a graduate is important in my own mind and I believe it carries some weight with customers.

I directly manage the front-of-house operation with 20 direct reports. My role involves managing the staff and putting procedures in place to ensure good levels of customer service and efficiency. I deal with any complaints from customers and need to have a handle on any personal and professional staff issues. I negotiate the best deals with suppliers and manage stock levels and book-keeping. I wasn't the most organised person before going to university, but doing my degree helped develop my time management and organisational skills and they've been invaluable in this role.

I love the energetic nature of the work and the buzz of a lively restaurant and its staff. I get a sense of satisfaction and success at the end of a busy night knowing that we've 'got through it' and our customers have enjoyed themselves. As my time has gone on, I find I'm in the restaurant more and more and that being present is necessary if I want things done a certain way. I used to always have two days off a week, now I'm in six days a week and last week I worked 89 hours. Committing this time now, though, is helping me set up systems that make things more consistent in my absence. The paperwork, such as balancing the books every Monday, is a part of the job I don't enjoy, but the satisfaction I get from the face-to-face interactions with customers and staff more than make up for that.

At 23, I'm the second oldest in the business, and I have plans to continue to develop my transferable skills and experience here for one or two more years yet. We're about to open up another establishment nearby, which will give me more autonomy here and some input to a new operation. These experiences will help me progress to more senior roles in the future and perhaps diversify into some other area of business - the contacts I'm making through networking with customers will help me do this.

Finally, if you want to know my top tip for budding restaurant managers….'Learn to like coffee!'