Since joining Lussmanns in May 2022, Kelly Fisher, manager of our Woburn restaurant, feels she’s found her second family.
Kelly took time out before a busy Tuesday lunch service to tell us about the secret of good service, her favourite Lussmanns dish and how she helped her woman recover from the worst possible birthday date.
Why hospitality and why Lussmanns in particular? I always thought I wanted to be a chef, so I went to catering college aged 17. But after spending a bit of time front of house I realised I preferred it because I love people and enjoy seeing people enjoy the whole experience.
I actually applied for an assistant manager’s job at Lussmanns, but after three weeks Andrei told me I should be running one of the restaurants.
Which restaurant are you working in now?
I’ve been managing Woburn since it opened six months ago, and I love it. I was at St Albans before and that will always be ‘my baby’, but I love Woburn. It is the most beautiful restaurant, and we really feel like we are a part of the village and at the heart of the community. There are lots of regular local customers and we’re getting to know them – and their dogs!
What’s a typical week?
As manager I work six shifts a week – that’s normally two days with double shifts where I start at 9.30am and finish around 10pm and two days with single shifts. Any hours I work over, I get paid for which is a rare thing in hospitality.
What’s the key a successful service and customers going home happy?
It’s all about the attention to detail, like the light and the temperature. It’s also really important for me as the manager to communicate with the team. That means a briefing at the beginning of service, watching them to see if they’re struggling and helping them if they are. It’s my job to give them the tools they need. And, really importantly, even if it’s not been a good shift to say thank you to everyone at the end of the night. We spend so much time together that we have to get on – and we really do. We’re like a family.
What makes a good Lussmanns ‘family’ member?
You need to be able to show initiative and to change gears when it gets really busy. The standards we have are really high, but they are also totally achievable. The other key skill is assessing what a guest wants.
What three words would you use describe how you feel about working at Lussmanns?
Valued, supported and recognised.
Head office don’t know my payroll number, but they know me – Kelly. There are also fantastic opportunities for people to get training and to progress through the business.
And how would you describe the restaurant from a customer’s perspective?
Up-market without being pretentious.
We’re lucky enough to have the Duke and Duchess of Bedford among our regular customers and I’d say we treat everyone like a duke and duchess. Some people need more attention – some less.
What’s your favourite Lussmanns dish?
It has to be the vegan, lamb-style flatbread. I eat everything, including meat, but this is absolutely amazing.
As managers, we get to test and comment on new dishes which is great.
Can you share an example of using your initiative to give someone the best possible experience of eating at Lussmanns?
We had a couple out on a date for the woman’s birthday, in St Albans. He was quite hard work for the staff and his date, and eventually he got up and walked out, leaving her in tears. So, I went and sat with her to make it as good as we could and she left the restaurant a lot happier.
