Words from the Wise – Stephen Macintosh
Stephen MacIntosh, general manager of Dinner by Heston Blumenthal, shares his business secrets
People are complicated
Each guest comes with a unique set of expectations, emotions and beliefs. It is important to recognise this fact so that you can better read their needs and meet them. The same applies to employees. I try to get to know my staff so that I can ascertain what their goals are and what motivates them and then do my part to help them achieve their goals.
Relationships require investment
Treat your team like your loved ones and see them as volunteers. They are under no obligation to continue to work with you, and they won't unless you make them feel valued. Convey knowledge, technique and experience every day, but also offer understanding, friendship, growth, counsel - personal and professional - and humility.
Be committed
It sounds simple enough, but it is so important to be committed. We like to promote from within, and we are always looking for good employees who are committed and work hard. You never know who is watching and the opportunities for promotion that may lie ahead.
Look after yourself
I run often. Not only do I have more energy, but I find I take a more measured approach to life's little challenges.
Think outside the box and challenge everything
Although a cliché, all too often I see the usual methods being used without question. This only promotes mediocrity. Often, a little ingenuity produces a better, more efficient result.
If it doesn't feel right, it's probably not
My team are trained to trust their instincts. Most of the communication guests offer you is non-verbal. Any sense of disappointment, whether or not it has been articulated to you, should never be ignored.
Manage your time effectively and take action
In our industry we have too much to do and not enough time to do it all. Taking the time to prioritise your tasks is a time-saver in the end. There is also a satisfaction in ticking your completed actions off the list. Don't put anything in there you are not 100% committed to.
Don't just teach what, teach why
Getting your team to appreciate why decisions have been made and their impact on the guest experience offers you a much greater opportunity to get buy-in.
My best decision
Getting married and having kids. Like most lost souls, I never thought I would; but I didn't fully realise how much joy, purpose and determination to deliver the best they would bring.
Career highlights
1999-2003 manager, J Sheekey and the Ivy
â- 2003-10 assistant general manager, the Wolseley
â- 2010-12 general manager, Bar Boulud
