Leadership and Career Development at Bon Appétit
Here at Bon Appétit, we’re fortunate to be surrounded by talented people every day: baristas who wield a mean cappuccino and a knack for event planning; cooks who prepare delicious meals at scale and inspire their peers; cashiers who consistently brighten our guests’ days.
Maybe YOU have a mind for numbers or a penchant for eye-catching merchandising. As busy operators, many of us wish we could devote more time to strengthening our skills and growing our careers at Bon Appétit.
Denise Massey, manager of Bon Appétit’s leadership and development team, is passionate about establishing, enriching, and expanding our employees’ leadership capacity. She is the developer of three programs shaping the future of leadership at Bon Appétit and, along with Learning and Development Specialist Beth Cooper, teaches courses to Bon Appétiters across the nation.
“In the Leadership Certification Training program for hourly team members, we plant seeds and establish strong leadership roots,” says Denise. “The Essential Management Skills Training program builds on those roots and helps team members blossom into successful managers. The topics presented in the Recipes For Retention Program offer nourishment to encourage continuous growth of our talented team members.”
For Denise, these programs combine the things that she’s most passionate about: diversity, equity, and inclusion; and teaching and training. “When I can combine these and impact lives, that is so rewarding for me,” she says.
Beth feels the same. “I love working with aspiring leaders, witnessing their growth and passion as they transform into dynamic, effective Bon Appetiters. The energy and enthusiasm they bring makes me a better facilitator and I am privileged to witness their journey.”
Keep reading to learn about these programs through the eyes of three Bon Appétiters who have experienced the programs. Want to strengthen your skills? Talk to your manager about which program is right for you.
Leadership Certification Training 
Establishing Strong Leadership Roots
As seen through the eyes of Kathryn Davis, General Manager, Fribley Commons at Case Western Reserve University, Cleveland, OH.
When Kathryn Davis was hired as a front-of-house supervisor for Bon Appétit at Case Western Reserve University two and a half years ago, she already had management experience from previous jobs. So, when her manager suggested that she take the Leadership Certification Training (LCT) program, she was open to it but wasn’t completely sure what she’d get out of it.
Now the General Manager for Fribley Commons at Case Western, Kathryn sees the lessons from the Leadership Certification program play out in her everyday work. From navigating confidential HR situations with competence and care, to understanding generational differences and how that can impact one’s management approach, Kathryn found that the program facilitated her growth in multiple ways. “The program was really in-depth, and that’s what I appreciated,” she says.
Perhaps most important lesson was the very first: managers’ bad habits. “The class forces you to examine yourself before anything else,” she says. “It is eye-opening, and then you put yourself on a more level playing field with everyone else. It humbles you.”
Overall, Kathryn found that the LCT program strengthened her communication skills and gave her practical ways to be more effective in her approach to different situations. “Being a GM is people management and it’s client satisfaction, which, as you know, relates back to people,” she says. “The class is kind of sneaky in ways that you don’t realize what it’s going to open your eyes and mind to,” she laughs. Kathryn recommends the program wholeheartedly to her peers. “I am grateful to Bon Appétit and the wonderful people that have strengthened me as a manager, and you will be too,” she says.
Leadership Certification Training Program
Who: Open to emerging and newly appointed leads, supervisors, and managers. Participants must be nominated by their manager.
What: Online, instructor-led training sessions covering 13 topics.
Where: Virtual classroom with instructor at set times.
When: Weekly for eight weeks. Session times are scheduled during learners’ working hours. Total training time is approximately 14 hours.
Why: To strengthen employees’ leadership skills so they can move into supervisory or management roles at Bon Appétit.
How: Each learner must attend the instructor-led training sessions. Mentorship is a critical part of the program, so participants must have an on-site mentor to work with them through the entire series. Quizzes and projects are assigned after each session and there is a final exam. In the future, a new Leadership Resource Group will facilitate peer-to-peer learning and continued connections for graduates’ entire careers at Bon Appétit.
Fun fact: More than 250 Bon Appétiters have graduated from the LCT program since the program debuted companywide two years ago. Many graduates have moved up into positions with more responsibility. The Learning & Development team accepts applications throughout the year and slots applicants into future cohorts based on their availability.
Kathryn’s advice:
- Be open-minded. Look at yourself as much as you’re asked to look at other people throughout the process.
- Take notes! You can’t remember it all, but it’s important information that you need to have to be effective at your job.
- Do your homework on time. They’re serious about that!
Essential Management Skills
Enriching Our Managerial Roots 
As seen through the eyes of Ryan O’Rourke, Café Manager at Macalester College, Saint Paul, MN.
Ryan O’Rourke started as a café manager at Macalester College two years ago with nearly 20 years of restaurant and bar management experience on his résumé. When Amy Tomes, general manager at Macalester, mentioned that she’d be interested in him taking the brand-new Essential Management Skills (EMS) course he was intrigued, if a little surprised. “I felt like I had a really good skill set in general,” he says. But the course showed Ryan that there were tools he still had an opportunity to hone.
EMS is designed for current managers who want to level up their skills or sharpen the basics, and for newly hired/appointed and aspiring managers. “[The class] equipped me with a new outlook and tools for the upper management world,” says Ryan.
The training about building effective teams, from the interview process to onboarding to creating career development plans, was particularly powerful for Ryan. “The class offered a lot more ways to prepare myself to successfully train and assemble a team that is well-informed, and how to work better as a team,” he says.
While taking the course, Ryan had the opportunity to implement many of the skills he was learning in real time, like conducting an interview for a potential hire a week after covering the subject in class. He’s also seen the impact of the course on the supervisors he manages. “I’ve kind of trickled down the info that I’ve learned and can see them processing it and utilizing bits and pieces in their day-to-day,” he says.
From Ryan’s perspective, even managers with decades of experience like him will gain something from EMS. While it’s a time commitment, it’s worth the effort. “No matter what you think you know, taking this course will without a doubt open your mind to some new approaches. Kind of a fresh set of eyes on the things you’ve been doing,” he says.
Essential Management Skills Training Program
Who: Open to current managers who want to level up their skills or sharpen the basics, and to newly hired/appointed and aspiring managers. Participants must be nominated by their director.
What: Online, instructor-led classes covering eight topics.
Where: Virtual classroom with instructor at set times.
When: Twice a month in 1.5- to 2-hour blocks. Classroom training time is about 16 hours, with up to 35 hours including projects and assignments.
Why: To strengthen managers’ leadership skills so they can be more effective in their roles and continue to grow their careers at Bon Appétit.
How: Each learner must attend instructor-led training sessions, complete homework assignments and module quizzes, and actively participate in training sessions. There is a final exam.
Fun fact: EMS is a new program and Ryan is its first valedictorian! Want to be a future valedictorian? The program is currently working with its second cohort; nominations for the next session open September 30.
Ryan’s advice:
- Commit. Don’t let excuses like time constraints get in your way. Head straight into the course and do the best you can.
- Communicate. If you’re struggling with timing because you’re busy, communicate with your instructor. They will work with you.
- Nerves are normal. If you haven’t been in school for a long time, it’s easy to feel nervous. But the people in the group made the experience comforting and easy.
Recipes for Retention 
Expanding Our Managerial Roots
As seen through the eyes of Julie Alexander, Executive Sous Chef, Butler University, Indianapolis, IN.
As a manager at a busy education account, Executive Sous Chef Julie Alexander is always looking for ways to improve her team’s performance and retain her employees — all while juggling hundreds of daily tasks. The Recipes for Retention training program has given her a flexible and practical way to integrate new approaches into her management style, particularly when it comes to leading and retaining a multi-generational team.
“I wanted to really just expand my knowledge of ways to connect with my team,” she says of her initial interest in the program. With team members in varying age groups, she wanted to understand why some weren’t staying with the team and how to keep those employees engaged.
One of the first sessions Julie attended was focused on setting expectations. It offered a bright idea for getting her team more involved in understanding both expectations and the purpose behind their work. She gathered them to review Bon Appétit’s Dream statement and then challenged them to collaborate on their own team mission statement together. “It was fantastic, everyone contributed,” she says. “We sat there, and everyone gave their own input. It [the mission statement] was built by every single person there, so that was an accomplishment.”
The new mission statement is a direct result of learning from Recipes for Retention, and Julie has seen the impact that this shared purpose has had on her team’s overall happiness. Recent reviews of morale in her unit by HR have been high and that positive energy is extending to the guest experience. The college newspaper recently gave her team one of the best reviews they’d ever had. “I have it posted on my wall! The compliments to the staff along with the food—the staff outshines the food—that’s one of the greatest parts. That’s the outcome of these efforts. If the staff’s happy, it’s going to show.”
Recipes for Retention has been an important time investment for Julie herself, and it’s also helped her deepen her commitment to her team. Overall, Julie has been overwhelmed (in a good way!) by the resources that Denise and Beth share through the program. She now has more tools to stay connected with her team, even through difficult conversations and challenging situations. “It’s enlightening and empowering, and there are tools that I just didn’t know we had available to us,” she says.
Recipes for Retention Training
Who: Open to current or newly hired/appointed managers at all skill levels seeking opportunities for upskilling, continuous improvement, or simply a fresh set of tools and perspectives.
What: Online, instructor-led classes on a wide variety of topics. No set number of courses, choose what you wish.
Where: Virtual classroom with instructor at set times.
When: Monthly, in 1- to 1.5-hour blocks. Different topic each month. Search “Recipes for Retention” Cervello for this year’s list. Dates and times provided in News from Home or your regional HR lead. Review supplementary resources on your own timeline.
Why: To strengthen managers’ skills and offer them tools and resources to be more effective in their roles and continue to grow their careers at Bon Appétit. Topics include effective interviewing, having challenging conversations, neurodiversity in the workplace, and many others.
How: Each learner attends the 1- to 1.5-hour training. Occasionally pre-reading or preparation is needed.
Fun fact: The Learning & Development team offers customized sessions for different regions upon request. They are also always open to suggestions about new topics!
Julie’s advice:
Just. Do. It. You won’t regret it, there will be so much to add to your toolbox.
Send a Friend! If you can’t find the time, have one of your supervisors attend. (Limited to salaried employees.)
Share your wisdom. Bring what you learned to your team in meetings. If there are questions you can’t answer, instructors Denise and Beth are always willing to help.
This is an extended version of a story from the Fall 2024 issue of Bravo, which you can find here.