From Customer Service to Hospitality: Adam’s Leap of Faith with Meadow Brown Restaurants

Adam’s Journey to Hospitality Excellence

Stepping into the Lincoln Cathedral Cafe, you’re met with a blend of history, warmth and exceptional service, thanks in no small part to Adam, a key member of the team. With a background in customer-facing roles and a desire for a new challenge, Adam transitioned into the world of hospitality, where he’s discovered a passion for creating memorable experiences. His journey is one of personal growth, fuelled by a commitment to continuous learning and a genuine love for connecting with people.

Our questions and answers session with Adam

Hospitality wasn’t Adam’s first calling, but it’s become a field where he’s found both purpose and pride. Working at Lincoln Cathedral Cafe has introduced him to a world of opportunities to connect with others, make meaningful contributions and grow professionally. For Adam, the cafe is more than a workplace; it’s a space where he can leave a positive impression on visitors, whether they’re local regulars or travellers exploring the Cathedral’s historic grounds.

What drew you to a career in hospitality and how has your passion evolved over time?

“I’ve always worked in customer facing and service roles, but never hospitality, so it was something I wanted to try. I was ready for a new challenge”

Did you always see yourself working in this industry, or was it something you discovered later?

“It wasn’t something I envisioned, even though I’ve always been drawn to customer facing roles, but the older I got the more my interest grew. I enjoy fast paced, customer facing environments so hospitality seemed the way to go”

How has your role at Lincoln Cathedral Cafe shaped your sense of purpose in your work?

“Lincoln Cathedral Cafe is situated in a unique setting with a varying clientele, a diverse mixture of tourists and regulars, so you see how important it is to leave customers with a positive impression of not only the cafe but the Cathedral itself. Knowing who and what I’m representing encourages me to always do my best when serving customers”

Can you share a moment when you felt your work made a meaningful impact on someone?

“It’s a small thing, but I was recently told by an elderly couple, who I serve and chat to regularly how safe and looked after they feel when coming to the cafe. It’s easy to forget that for many, we’re not just a cafe, but a meeting place, a place where people can feel part of a wider community”

What motivates you to continue developing yourself in your current role?

“I’m incredibly self-critical at times, so it’s important to me to continually try and learn and gain new skills and always improve”

What’s the biggest personal challenge you’ve faced in your hospitality career and how did you overcome it?

“Before working at Lincoln Cathedral cafe, I’d spent five years out of work to be a stay at home Dad to my son. So returning to the world of work itself seemed quite daunting; how would I cope, would I be able to fit and succeed? Luckily I’ve joined an exceptionally supportive team who have made me feel right at home in my role and encouraged my confidence to grow”

How do you stay resilient and positive when faced with difficult situations at work?

“In a fast paced and busy environment there’s always challenges, and it can become pressured at times. However, I’m gradually learning to ask for help when I need it and realise I’m part of a team and we’re all here to support one another”

Can you share a time when you learned a valuable lesson from a mistake?

“Missing part of someone’s order certainly reminded me to double check with customers that I’d got everything before leaving their table”

What skills have you developed to manage the stress of a fast-paced work environment?

“The biggest one is learning how to prioritise tasks in your head and remembering what stage you are at with each table you serve”

How do you handle feedback or criticism and how has it helped you grow?

“I’m getting better. I used to take criticism quite personally and let it affect my confidence, whereas now I feel like I can take any comments on board and use them to improve myself”

What’s the most valuable skill you’ve gained while working at the cafe?

“I would say my confidence in speaking to the general public is the highest it’s ever been and that’s thanks to my current role”

How do you stay motivated to progress and improve in your role?

“I remind myself how lucky I am to have such supportive work colleagues and work in such a unique setting, that certainly keeps me going”

Are there any skills you’ve developed here that you’ve applied to your personal life?

“I think just a general boost to my self confidence has been the main one and of course how to make a good coffee”

How has working in hospitality helped you become a better communicator or problem-solver?

“You often have to make split decisions and think on your feet very quickly, so I feel like my role has helped me do this quicker and more effectively than I would have previously”

What’s something you once found challenging that now feels second nature?

“When I first started my role, just the simple act of going over to a table, talking to a customer and taking their order seemed daunting. However, now it’s something I love to do. My favourite part of the job is interacting with our customers”

What are your long-term career goals and how is your current role helping you achieve them?

“I’m someone who takes one day at a time, so who knows where the role might take me, I’m just thankful of the skills I’ve acquired so far”

Have you set any personal development goals recently? How are you working towards them?

“I can make a few of the more basic drinks, but I think I’d like to learn how to do some coffee art with the steamed milk at some point”

What’s one accomplishment in your role that you’re particularly proud of?

“Being entrusted to run a section on my own and getting to know so many regular customers”

What advice would you give to someone just starting their journey in hospitality?

“Take that leap and have faith in your own abilities. Be yourself around customers and most importantly listen to them. Customers feel valued when listened to”

Conclusion

As Adam continues to grow in his role at Lincoln Cathedral Cafe, his passion for hospitality and dedication to providing exceptional service shine through in every interaction. His journey reflects the unique blend of challenges and rewards that come with working in such a special setting. For Adam, it’s clear that hospitality is not just a job, but a fulfilling path where he can leave a lasting, positive impact on everyone around him.