Meet the Maestro: The General Manager Steering Lincoln Cathedral Café to Success
A Spotlight on Kieran, Lincoln Cathedral Cafe’s General Manager
We recently had the pleasure of hosting a remote Q&A session with Kieran, the General Manager of Lincoln Cathedral Café. During our conversation, Kieran shared fascinating insights into the challenges and rewards of managing a business that seamlessly blends culinary excellence with rich heritage. From day-to-day operations to the intricacies of running a café in such a remarkable location, Kieran provided a captivating glimpse into the life and workings behind one of Lincoln’s most cherished establishments.
Our questions and answers session with Kieran
In our recent Q&A session, we had the privilege of talking with Kieran, the General Manager of the Lincoln Cathedral Café. Kieran, with his deep passion for hospitality and keen eye for detail, has played a pivotal role in shaping the café's reputation as a beloved spot for locals and visitors alike. Throughout our discussion, Kieran shared his journey from joining the café to becoming its leader, offering a behind-the-scenes look at his approach to curating an exceptional dining experience in the historic heart of Lincoln. He opened up about the unique challenges and rewards of running a café and how his vision continues to drive the success of this Meadow Brown Restaurants managed site.
Can you share a bit about your background and how you came to manage the cafe?
“My background? So, its not the most exciting, I guess. I relocated to Lincoln for University in 2016 to study BA Business and Management degree, finishing in 2020 after completing a MSc Management degree. Throughout those four years I was employed by a catering company, primarily based at the Lincolnshire Showground, as well as working at many of the North-East Racecourses. After my first 8 months with the company, absorbing all the knowledge I could, I was lucky enough to promoted to a management position. My work throughout the next couple of years, alongside my studying of management, provided me with the foundational skills and understanding to undertake the running of the Lincoln Cathedral Café, something I’m extremely proud of achieving. However, without the help of mentors and colleagues along the way, I would only be half the manager I am today”
What inspired you to pursue a career in hospitality and management?
“Truthfully, in terms of a career in hospitality, it was never on my radar until undertaking my first waitering and management roles. I’ve always loved the idea of managing teams of people and the Lincoln Cathedral Café provided me that opportunity. The team we have here is so diverse and so, being able to engage, guide and hopefully improve each team member, not only within their job roles, but hopefully as people too, is a massive factor in me choosing to continue down the path of hospitality management”
How would you describe your management style and approach in running the cafe?
“I think that would depend on which member of staff you asked to be honest! In the main, I would say it varies according to the situation as I’m conscious of certain scenarios or people requiring alternative approaches to cultivate their best work. This is certainly another element of my management style which was adopted from my own former managers, knowing just the right thing to say, in just the right way, to achieve the desired response and seeing how a straightforward ‘one size fits all’ approach can do just the opposite”
What do you believe sets Lincoln Cathedral Cafe apart from other venues in the area?
“Other than boasting one of the most majestic locations in the UK to have breakfast, lunch or a late afternoon cake and coffee? Certainly, the team, I keep commenting on the team we have here and I know it may sound bias, but they’re by far the best group of people I’ve ever had the pleasure of managing. Unbelievably hard workers who are excellent with customers and this is often highlighted through reviews and phone calls where specific individuals are often praised”
Can you highlight any specific challenges you've faced in managing the cafe and how you've overcome them?
“I think the main issue faced at the Lincoln Cathedral Café, after a generally difficult first couple of months of operating, is recruitment. When I say recruitment, I don’t simply mean the hiring of people but the hiring of people who firstly, fit the team dynamic and secondly, are passionately driven to provide our customers with excellent food, drinks and service. As a busy food and beverage establishment, you need to employ people who are multifaceted in their skill sets, able to work under immense pressure at points, all the while having a smile on their face, that’s hard to find. Luckily enough, over the last 6 months we have been able to consolidate the team, improve already excellent existing team members and shape new members who have shown the signs of being able to achieve the multifaceted status we require”
Are there any particular values or principles that guide your management decisions?
“I wouldn’t say there are any specific values that guide my management decisions. However, I feel as though if the actions I take or decisions I make are in the best interest of the Café itself and I have made consideration towards those impacted by those decisions, stakeholders such as the team, the customers and wider Cathedral community, then my decisions will then hopefully, more times than not, be correct”
How do you foster a positive and cohesive team environment amongst your staff members?
“There are a couple of things I like to try and do to achieve the above, the first of those is to ensure that if there is an issue, either between staff members or surrounding processes within the café for instance then we have an open discussion to air this. I’ve often found that this is usually the best way to squash conflict, produce for effective processes or just generally make parties feel better as they have been allowed to speak and more importantly, be listened too. The second way in which we try to produce a positive and cohesive team here is to ensure that some evenings throughout the year are spent together as a team, whether that be going for dinner together, bowling or other activities that allow people to connect around something other than the café”
What strategies do you employ to ensure high-quality customer service and satisfaction?
“Our training supervisor, Naomi, beings this process from the moment anyone new enters the business, starting with their trial shift. More times than not, Naomi is the person who will induct new employees, showing them everything we expect to see and not to see when engaging with customers. This process is then continued for their next few shifts with me, the assistant manager and supervisor using offering our expertise on specific elements of service such as greeting, order taking and the answering of general enquiries. Our amazing online training platform, which is constantly available and updated with the newest techniques helps staff keep our standards as high as possible”
Can you share any memorable moments or achievements from your time managing the cafe?
“The most memorable moment I have from my 3 years of working for Meadow Brown Restaurants at the Lincoln Cathedral Café relates to our most recently delivered wedding reception for Mr and Mrs Rose. The lovely couple, their family and friends were extremely complimentary about every individual part of the day, organisation in the lead up to the wedding, the service throughout the day and the food provided to them. This, for me, highlighted a combination of the type of high-quality team effort that I as a manager love to see. It was a truly brilliant day for all involved”
Looking ahead, what are your aspirations or goals for the future of Lincoln Cathedral Cafe under your management?
“Looking ahead, I’d like to see the café’s stature grown within the local community and entice even more local families to dine with us. Hopefully, we will be able to achieve this by continuing our great service and product offerings, improving wherever possible”
What our customers have to say about Kieran
“Kieran was instrumental in the success of our day and went above and beyond, with sourcing good quality food and really making an effort to help with our requests and questions. Kieran exceeded our expectations and was excellent with communications throughout. I operate in the service sector, as a corporate solicitor, so I know how important good service and communications are (and the importance of building a rapport with paying customers). Kieran is a credit to your company, and we trusted him completely with preparations for our day” - Alastair and Olivia Rose - Wedding (4th May 2024)
“Thank you very much for such an excellent service on Saturday. A number of our guests commented on how good the food was and the quality of service. I hope that you and your staff weren't too late finishing. Thank you for your good wishes to my parents” - Clare Heppenstall - Parents Diamond Wedding Anniversary (6th April 2024)
“Thanks Kieran, we were delighted with the meal! We have lots of positive comments so thank you again” - Simon Crookall - LCCA Harvest Supper Meal (3rd March 2022)
Conclusion
Kieran's deep appreciation for his team at Lincoln Cathedral Cafe is evident in every aspect of his work. He consistently speaks highly of their dedication, hard work and the sense of camaraderie they share. It's clear that his leadership is rooted in a genuine love for the people he works with and a commitment to fostering a positive and supportive environment. Although Kieran may not have initially planned to pursue a career in hospitality, his path has undeniably been a fortuitous one for everyone involved. His passion, combined with his natural leadership skills, has not only enhanced the visitor experience at the Cafe, but has also enriched the lives of his team members. We are truly fortunate that Kieran found his way into this industry and we look forward to seeing his continuous growth.
Kieran in action with his team.