Meet Ken, Service Staff at Brunetti

Jun 08, 2023

Meet Ken Warnaar. Ken is a service staff member at Brunetti Oro in Melbourne and is this month’s employee of choice! 

About Ken:
Tell us a bit about yourself – how did you get into hospitality?
Hello, my name is Tanit, or you can call me Ken. Let's go back to 2017 in Thailand. At that time, I was a university student, and my family had limited financial resources to support me. Realizing they need to help my family and sustain myself, I decided to look for a part-time job. I applied to numerous positions and eventually landed my first job as a waiter at a Japanese restaurant near my university. This experience marked the beginning of my journey in the hospitality industry.

How did you find yourself in your current role?
I have been in Australia since 2018. As a Thai individual, most of my experience lies within Thai restaurants. However, I felt the desire to embark on a new chapter in my life and challenge myself. I yearned to try something different. Thus, I began my search for new job opportunities on platforms like Seek, Jora, Indeed, and even Facebook pages.

During my exploration, I stumbled upon a shared link to a job on Barcats.com. It struck me with excitement that there was another website dedicated to job postings. Without hesitation, I created my profile, finding the process to be remarkably easy compared to other websites. Once my profile was set up, I immediately began browsing for available positions.

That's when I came across Brunetti Oro Brunswick, a café known for its delectable food, coffee, and bakery offerings. Without a second thought, I clicked the "Apply" button, driven by my deep admiration for the establishment. To my delight, I received an interview invitation, and voilà, I secured the job!

What skills have you developed through your hospitality journey? 
I have learned a great deal about making customers happy, ensuring they leave with a smile, and creating an enjoyable and comfortable experience for them right from the moment they step into the café. One of the fascinating aspects of this job is encountering diverse groups of people with varying preferences. Some customers prefer more attentive service, while others prefer a more hands-off approach. This experience has taught me how to effectively manage and cater to each customer's unique needs.

Moreover, working in this environment has significantly improved my communication skills. English is my second language, and initially, I felt nervous and shy when it came to speaking confidently. However, through my interactions with customers, I have gained more confidence and overcome my shyness. Now, I am better equipped to communicate effectively, even in a language that is not my native tongue.

What was your biggest mistake in hospo and what did you learn from it?
During one incident, a customer had a mushroom allergy, but unfortunately, I forgot to communicate this to the kitchen. The food was served, and the customer unknowingly consumed the dish containing mushrooms, resulting in a severe allergic reaction. The moment I realized my mistake, I felt overwhelming guilt and stress, causing tears to well up in my eyes.

Fortunately, on that day, the customer had some first aid supplies with them. They promptly administered medication via a needle to counteract the allergic reaction. This incident served as a wake-up call for me, prompting me to become more attentive and cautious when it comes to customers with allergies.

From that moment on, I made it a priority to concentrate and be extremely careful when serving customers with allergies. I ensure that I always communicate their specific allergies to the kitchen staff, leaving no room for oversight or forgetfulness. This experience has taught me the importance of being diligent in preventing such incidents from happening again.

What advice would you give to your younger self thinking of working in hospitality?
I would like to Say Thank you, you chose the right way Ken!! Bravoooo

About working at Brunetti’s: 
What do you love most about working in your venue?
Working with my colleagues and being immersed in the amazing Italian culture here feels like a 1 million percent blessing. Not only that, but the customers I encounter on a daily basis are truly the best! Each and every one of them is incredibly nice, super friendly, and incredibly kind. I genuinely look forward to coming to work every day just to have the opportunity to meet and interact with all of them. It's a heartwarming experience that fills me with joy and gratitude.

How have you found working for your current hospitality group?
Everyone is amazing, always helping each other and working as a team. 

About the hospo industry:
What’s your most memorable hospitality experience?
During my time in Thailand, I developed a routine of visiting a particular restaurant at least once a week. The reason behind this was simple: their food was unbelievably good! I found myself going back there three times, and to my surprise, the owner started calling me by my name. It was always a warm welcome, with phrases like "Hi Ken, welcome back!" or "Hi Ken, same as usual today?" They made me feel so impressed.

Considering the volume of customers they served on a daily basis, it amazed me how they could remember each individual's preferences. It felt like they were not just selling food; they were also providing an incredible level of service. It's not uncommon to find places where the food is delicious, but the customer service leaves much to be desired. However, at this restaurant, the food was undeniably delicious, and the customer service was exceptional. It truly exemplified the essence of true hospitality.

What trend in hospo do you predict will happen next?
Looking ahead to the future, it is possible that the need for a large number of floor staff in restaurants may diminish. This is evident from the current trends observed in some Melbourne restaurants, where QR codes are being utilized for online ordering and payment. Additionally, some establishments have introduced robots to serve food to customers. These advancements in technology imply that there could be a reduction in job opportunities for many individuals.

While this potential scenario raises concerns about employment, it is important to recognize that technological advancements often bring about new opportunities as well. The evolution of the restaurant industry may create roles that require skills in managing and maintaining these automated systems. Moreover, the human touch and personalized service provided by floor staff are qualities that are cherished by many customers and may still be sought after in certain dining experiences.

As we navigate this changing landscape, it is crucial to consider the impact on employment and explore avenues for retraining and adapting to emerging roles. Embracing technology can enhance efficiency and convenience, but it is equally vital to strike a balance that values the unique contributions of human interaction and customer service in the hospitality industry.

How can hospo be made better?
Respect plays a significant role in creating a positive work environment. By showing respect to everyone, including those who are younger or hold different positions, we foster a sense of unity and teamwork. This approach transforms hard and busy jobs from being stressful to enjoyable experiences.

What do you love most about hospitality?
Smile from customers is everything for me. 

A big thanks to Ken for his hospitality insights! If you want to start your hospitality journey, Barcats is the place to start! Create your staff profile here.

Interested in working at Brunetti? See here for their available roles.