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The Surprise Restaurant Manager Paperback – April 28, 2021

by Ken McGarrie (Author)
4.8 4.8 out of 5 stars 107 ratings
See all formats and editions
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Surprise - you're in charge now!

Steady money and new opportunities awaited as you moved up from server or bartender to front-of-house manager. But too often, restaurant management find themselves leading with minimal training, a ton of responsibilities, and no clue how to improve. You've run the Friday night rush, you've juggled expectations of staff and guests-but have you figured out how to improve while keeping the business profitable?

In The Surprise Restaurant Manager, learn from Ken McGarrie, a restaurant operator who has helped launched dozens of successful restaurants, as he gives you the power to master the unexpected challenges managers face every day. Get help on the fly with real-life examples, straightforward strategies, and expert insight to better leadership development. This is your guide to restaurant industry success beyond standard food knowledge and inventory counts.

You'll learn:

  • How to locate quality candidates and interview effectively, including eight signs you shouldn't extend an offer-from subtle clues to outright red flags.
  • Tips on ways to support your staff during challenging situations and how to use genuine suggestions to develop more effective hospitality skills.
  • Common communication mistakes that guarantee FOH turnover and increase work stress-and how to avoid them.
  • Proven steps to upgrade your table touch and salvage every negative guest experience, including guaranteed methods to start improving your restaurant's online reviews.
  • How to embrace blunt criticism, work effectively with strong personalities, and avoid professional burnout.

Success as a restaurant manager is a constant quest to level up your game and your team-without sacrificing your service, sales or sanity along the way. Read The Surprise Restaurant Manager now for the advice you needed--before you got the keys!

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Previous page
  1. Print length
    207 pages
  2. Language
    English
  3. Publication date
    April 28, 2021
  4. Dimensions
    5.5 x 0.47 x 8.5 inches
  5. ISBN-10
    1736282301
  6. ISBN-13
    978-1736282304
  7. See all details
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Editorial Reviews

Review

"The ideal DIY instruction guide and manual for anyone having to assume the duties of a restaurant manager with little or no previous experience, The Surprise Restaurant Manager is impressively comprehensive and exceptionally 'user friendly' in both organization and presentation."
- Midwest Book Review

About the Author

Ken McGarrie is the cofounder of Korgen Hospitality, a nationwide consulting firm dedicated to helping restauranteurs reach their absolute potential with effective leadership and maximum profitability. For the past two decades, he has helmed many successful restaurants, bars, and entertainment-based venues with a relentless focus on anticipatory service, staff empowerment, and attentive hospitality. Ken has helped launch new concepts and train hospitality leaders throughout the U.S. and Canada. Learn more at www.korgenhospitality.com.

Product details

  • Publisher ‏ : ‎ Korgen Hospitality (April 28, 2021)
  • Language ‏ : ‎ English
  • Paperback ‏ : ‎ 207 pages
  • ISBN-10 ‏ : ‎ 1736282301
  • ISBN-13 ‏ : ‎ 978-1736282304
  • Item Weight ‏ : ‎ 8.6 ounces
  • Dimensions ‏ : ‎ 5.5 x 0.47 x 8.5 inches
  • Customer Reviews:
    4.8 4.8 out of 5 stars 107 ratings

About the author

Follow authors to get new release updates, plus improved recommendations.
Ken McGarrie

Ken McGarrie

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Ken McGarrie is the cofounder of Korgen Hospitality, a nationwide consulting firm dedicated to helping restauranteurs reach their absolute potential with effective leadership and maximum profitability. For the past two decades, he has helmed many successful restaurants, bars, and entertainment-based venues with a relentless focus on anticipatory service, staff empowerment, and attentive hospitality. He has helped launch new concepts and train hospitality leaders throughout the U.S. and Canada.

After failing to start an exceptional college band with only average talent, Ken worked as a server/bartender while writing for magazines and newspapers. He started in management the same way that many people do – by surprise. When his GM asked if he would take a set of keys and open the restaurant on occasion, he was suddenly promoted to manager with no training or preparation, like so many others in the industry.

Ken went on to open and manage numerous successful restaurants and entertainment venues. With Korgen Hospitality, he has an exceptional client list, including helping open over a dozen restaurants with Celebrity Chef Fabio Viviani nationwide.

An amateur guitarist, avid podcast enthusiast, and stand-up comedy devotee, Ken is currently based in Chicago, Illinois. Learn more at www.korgenhospitality.com.

Customer reviews

4.8 out of 5 stars
4.8 out of 5
107 global ratings
A must have for both novice and experienced managers in the hospitality industry!
5 Stars
A must have for both novice and experienced managers in the hospitality industry!
Too often these books are written by people with limited hands on knowledge of the industry. They haven't spoken to a guest this century and while their suggestions are great in theory they are yet to be applied in the field. Ken isn't that guy - he has been and continues to put himself in the trenches - and this is why this book resonates so deeply with me. The advice contained within the book is invaluable and will help anyone in the industry to do a better job. Before I had even finished my first reading, I had already ordered more copies to give out to friends in the industry.
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Top reviews from the United States

Amy Wilkinson
5.0 out of 5 stars GREAT read for any manager!
Reviewed in the United States on May 14, 2021
Verified Purchase
Let me start with the fact that I do not work in the hospitality/restaurant industry BUT I am a manager in healthcare (and I enjoy eating out, naturally). "The Surprise Restaurant Manager" surprised me (pun intended) in how relatable it is across all management, hospitality or otherwise. I often look for management type books to inspire me to lead my team at work and this one definitely inspired me and gave me ideas on how to improve my own work so the team will excel.

We ALL have customers and we ALL have teams to lead, as a manager that is true no matter the industry. I LOVED that this book touched on the many aspects of management: people engagement (staff and customers), competition, opportunities for growth, success or sales, and how to balance it all with your own personal life too. The examples in the chapters were great and relatable...and I really liked how each chapter concluded with a Chapter Review and bulleted Bottom Line items! It makes it easy to go back and reference when I need inspiration and direction. I hope that I get to visit the venues that Ken McGarrie has helped open because I'm sure the experience will be top notch! Thank you for sharing your knowledge with all managers!
3 people found this helpful
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Lauri Lamica
5.0 out of 5 stars Great read
Reviewed in the United States on March 7, 2024
Verified Purchase
Very helpful in my fareer
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Andrea Delmore
5.0 out of 5 stars Great read & full of practical information even for experienced managers
Reviewed in the United States on July 30, 2021
Verified Purchase
Picked this one up somewhat reluctantly as I’ve been in the bar/restaurant business for over 30 years. I tend to stay away from these as they’re typically geared toward “hospitality management students” written by people with little to no real world experience. Within the couple of chapters, however, the fact that there’s “always more to learn” was abundantly clear. Well written, fun read and full of fantastic insight even for seasoned vets of our industry. Likely going to be required reading for any of my managers from here on out.
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T. Eisenberg
4.0 out of 5 stars good stuff… not uncommon knowledge but a good read
Reviewed in the United States on May 26, 2022
Nothing crazy original here just a nice handbook of sorts that really keep the focus on best practices for managers in many situations running a restaurant
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Ev
5.0 out of 5 stars A must have for both novice and experienced managers in the hospitality industry!
Reviewed in the United States on May 6, 2021
Verified Purchase
Too often these books are written by people with limited hands on knowledge of the industry. They haven't spoken to a guest this century and while their suggestions are great in theory they are yet to be applied in the field. Ken isn't that guy - he has been and continues to put himself in the trenches - and this is why this book resonates so deeply with me. The advice contained within the book is invaluable and will help anyone in the industry to do a better job. Before I had even finished my first reading, I had already ordered more copies to give out to friends in the industry.
Customer image
Ev
5.0 out of 5 stars A must have for both novice and experienced managers in the hospitality industry!
Reviewed in the United States on May 6, 2021
Too often these books are written by people with limited hands on knowledge of the industry. They haven't spoken to a guest this century and while their suggestions are great in theory they are yet to be applied in the field. Ken isn't that guy - he has been and continues to put himself in the trenches - and this is why this book resonates so deeply with me. The advice contained within the book is invaluable and will help anyone in the industry to do a better job. Before I had even finished my first reading, I had already ordered more copies to give out to friends in the industry.
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One person found this helpful
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ronny ponte
5.0 out of 5 stars Awesome read
Reviewed in the United States on October 13, 2022
Verified Purchase
What a awesome read I learned so much from the book I did buy the audio book as well as the paperback but listening to audiobook with my kids we learned a great amount too, one works in fast food and was comparing how her manager acts and was figuring out what type of manager she from sleeves up or sleeves down book and it just opened my kids eyes up so much more and it has given me skills for success for my new position I really appreciate this book thank you Ken for writing it
One person found this helpful
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Michael Bailey
5.0 out of 5 stars Where was this 10 years ago?
Reviewed in the United States on March 30, 2022
Verified Purchase
I own a bar and a restaurant in New York City and The Surprise Restaurant Manager has been an incredible resource for me. It was recommened to me by the chef at my restaurant who recently heard McGarrie guest speak at the International Culinary Institute. To be honest, I've gotten more out of this book and any other hospitality or management book i've read in the past.

I became a surprise manager about 12 years ago and I had to learn by trial and error at a young age. Our industry is full of hospitable individuals but it can be very closed off when it comes to sharing operational advice or providing mentorship. Without much direction I made a lot of mistakes along the way and I found myself panicking when staff would leave or sales would drop. After reading (and re-reading) chapter 9 "How to Lose Good People" I finally noticed a lot of the mistakes I was making with my teams and I have since adjusted my style.

There are so many similar management lessons in this book that you can apply in your work. I've been doing it and I'm noticing the results. McGarrie says, “I define my failures by those people I didn’t help and whose lives were not improved by my involvement" p76. This couldn't be more spot on.
One person found this helpful
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josefina
5.0 out of 5 stars Amazing for anyone
Reviewed in the United States on May 22, 2021
Verified Purchase
I purchased this book as a gift for my husband who’s been in the industry for a while now and of course he loved it! He now has finished the book and explained to me how much it has expanded his knowledge and helping with his future goals! Thank you to the author for writing such a great book for anyone in the industry and anyone who wants to get into it.
One person found this helpful
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Top reviews from other countries

Gunars
5.0 out of 5 stars Easy & practical read
Reviewed in Belgium on December 19, 2023
Verified Purchase
Focuses on soft side (people management) side of the restaurant / bar business with a ton of practical points, topics, aspects, points of attention & solutions for those situations. Now I wonder if there is something similar from him on starting a restaurant & things like stock management.
No excuse for not reading this one! All packed in short sections & easy find guide!
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shayne ogden
5.0 out of 5 stars Highly recommend for anyone in any leadership position in the Food and Beverage industry
Reviewed in the United Kingdom on February 6, 2022
Verified Purchase
Great advice throughout, this book should be a requirement in your companies management development plan.
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