Sept. 16, 2025
Episode 50: What Really Goes On When You Dine Out
Kurt and Deanna have spent a combined 15 years in food and beverage, and in this episode, they share the unfiltered stories that shaped them. Think 3:30 AM airport shifts, holidays spent at work, juggling tables while smiling through exhaustion, and customers whose “tips” were only kind words on the way out.
They also open up about what those years taught them — patience, quick thinking, teamwork, and a deep respect for the people who keep restaurants running. You’ll hear about celebrities passing through, dropped plates, tense moments smoothed over, and the incredible mix of people who work side by side in hospitality.
Whether you’ve worked in a restaurant or just enjoy eating out, you’ll walk away seeing the person taking your order in a whole new light.
00:00 - Welcome to Server Life
06:41 - Airport Food Service Realities
16:12 - Security Challenges and Celebrity Encounters
21:52 - Claim Jumper Days and Host Duties
29:32 - Server Life Challenges and Holidays
33:10 - Memorable Customer Encounters
WEBVTT
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Hey Cupply Fit fam, Welcome back to another episode of the Cupply Fit podcast.
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Today is going to be a little bit different than our previous episodes.
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Kurt and I are going to be speaking about the food and beverage and hospitality industry, which we both worked in for almost 15 years.
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So we've got all the tea for you, so you definitely want to tune into this episode.
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If you're watching us on YouTube, please like and subscribe.
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If you are following us at Cupply Fit C-O-U-P-L-E-Y-F-I-T on social media, please DM us with your food and beverage stories.
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We would love to hear from you and, as always, episodes drop every Tuesday, so make sure you are staying tuned.
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Let's get into it.
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Oh boy, oh, my goodness.
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If you've ever wondered what's gone on in the kitchen, or, as we say, boh, which is back of house we're going to be opening up those doors for you so you can take a little peek behind and see some of the craziness that goes on behind the scenes so two hashtags that come to my mind is server life server life that's the first one, and the second one's going to be tipping culture.
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Tipping culture.
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Now, yes, we'll get into tipping culture, because I do feel it's gone a little bit out of the.
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The game has changed with AI.
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The game has changed.
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The game has changed.
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Okay, so let's first talk about the reality of food and beverage.
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Right, Like if you've never worked in food and beverage before, or even in the retail hospitality space number one, I'm going to just put it out there.
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I feel like it should almost be a prerequisite for everybody to work a minimum of six months, but preferably a year, in some sort of customer service, because it is not for the faint hearted and you learn so much, but then you also like become a better person by working on on the other side.
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So some of the realities of food and beverage long shifts, doubles you're working, weekends and holidays you are having.
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There's the customer service aspect, but then there's also the internal chaos of what's happening just when it comes to, maybe, leadership or your coworkers.
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I mean, it's constant.
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And then also the fact that you have to rely on your coworkers in some scenarios, especially for you up at Phoenix Sky Harbor Airport.
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If you want to give a little bit more context, dive on in.
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Yeah, so just really quick, when we like kind of flashing back, phoenix Sky Harbor Airport cafe coffee shop, like wine bar, was a business, family owned and operated that I had a chance to like come into and help out coming out of college and so for me that was my first time ever being in food and beverage right, ever working in a restaurant or fast cafe style.
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So it's, you know, smaller five, six hundred square feet, right, but it's the airport.
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So there's a whole nother uh complexity of like getting through security, getting out of security, parking even employees right, and like security badging, all of these other pieces and elements and airports are owned by the city.
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That's correct.
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I don't think people realize.
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So there's also a political factor to it as well.
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City-owned, all of the different elements right and being able to make sure you're upholding what the standards are right, like, even something that's just unique.
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Most restaurants have a set Monday through Friday or Monday through Sunday schedule right?
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Chick-fil-a, everybody knows, is closed on Sundays.
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Dif right chick-fil-a, everybody knows is closed on Sundays.
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Difference with the airport is that, like, everything is open 24, not 24 7, but you're open every day of the week, and it's also based on like when the flights are coming and going.
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So, like, there's so many variables.
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But I love what you said about everyone needing to work in food and beverage, because it was so.
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It's such a humbling experience seriously when you're in customer service, and so for me, like I'm just thinking of my journey of like I didn't like coffee, but I'm working in the coffee shops.
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I had to be a barista, learn the process, but also certified barista be a certified barista, learn how to go through not just the coffee process and that flow, but then training people.
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Working with people also in food and beverage, where there's a lot of people that you're working with that this is their first job, so naturally, first job, minimum wage.
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People are not showing up, they're no calling, no showing.
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They're showing up and giving the worst effort and you're just like dude.
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You might not even be here, but at the same time, I need.
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I need someone to help correct, but can you also explain to you a little bit about the or more so go into detail about the work hours?
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Right, because for you, because you're opening.
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We're not even talking about a cloping, and if you, if you're in the food and beverage, you know what that is.
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That's when you do a close, you close and you open.
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Those are the toughest, but because that goes into what you're talking about.
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You're making a great point and rave for park.
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I was going to ask the longest.
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What's the longest shift that you worked Like?
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What was that long day like?
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But one of the things I mentioned the screens or the flights and being able to be available when they're there.
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Oh, opening shift can be 3.30 in the morning, because it's also 8 am.
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And you're there.
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There On, like shift starts at 3.30 am and I used to remember and for me I always again if you're not excited, you're not invited and you're in a server scenario.
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So you got to bring I'm in a leadership role.
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I got to bring the enthusiasm, I got to get the energy going.
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But it's 3.30 am, am, am, and you got to set the tone.
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And this is every day.
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It's not like, oh, like, I've got a 3.30, I got a 5 am flight and I got to wake up at 3.30 one day.
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Like, no, this is your schedule.
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And when you work at 3.30, like your day starts the night before because you can't like you, you're on your feet the entire shift, the entire day.
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You know it's eight, nine, 10 hours and if somebody doesn't show for the start of the lunch shift as the manager, you're staying on.
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It just turned into a double.
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You know you're working three to whenever.
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So, no, it's a humbling experience.
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Yes, no, you're absolutely correct.
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So before because before we dive into my experience, we can talk just more Like we'll do your experience and then we'll go into mine so, for your experience in the airport, talk a little bit about the travelers, because we all, first off, we've all traveled in the airport.
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We know how chaotic it is to try to rush through your uh, the screening in the beginning.
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First off.
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That's just so crazy in and of itself, because you, it's just, it's an assembly line, yes, but you're like you're, if you don't have the tsa pre-check right, you're trying to take your shoes off your belt, your phone, you're this and people are behind you.
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It's just, uh, there's a lot happening, um, but if you can talk a little bit about the travelers that come through, how many travelers did you see?
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I guess maybe per day, maybe on average.
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So travelers that you see are like customers that are coming through.
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I mean you can see anywhere from 700, 1,000 plus in a shift.
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In a shift.
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Or in a day, like it just depends on the day and the flow.
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But if you think about what that looks like, though especially when you talk about starting at 3.30 in the morning and then you start talking about coffee to people is sacred.
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Like people and coffee, like like people in coffee, like I've had somebody like almost throw a drink not, you know, ain't nobody throwing nothing at me but basically like kind of shoved it back in the window Like I don't want this and it spills, and I'm like did they just?
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did they just throw that at?
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me the disrespect.
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But when people, it comes to their coffee, and then also, just to put it in perspective, in all the baristas out there are going to feel this.
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But when you're pulling the espresso shots, it has to.
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It can pull right or wrong.
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Right, it's not like alcohol.
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Where it's like, oh, you're just pouring a shot, like no, it has to, like you have to.
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You know, tempt the espresso shot correctly, pull from the machine.
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But when you're doing that level of volume, at any point in time, the espresso can just not pull correctly.
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Right, this is any like coffee shot.
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So if it stops, starts pulling, starts pulling a little bit bitter, or the taste isn't hitting right, you could have a stretch where each customer is Darn.
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it feels like it's a riot.
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People are looking at you like it's a betrayal.
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Yes, how dare you Take a sip out of?
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this cappuccino and they're like.
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This is disgusting.
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What is this?
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And then just the process of whether someone wants a refund or they want to switch their order the line.
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It's just the process of like, whether someone wants a refund, they want to switch their order, the line everybody's in the window like smacking their hand on the counter Where's my coffee?
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Where's my?
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my flight's leaving and then you have the people that order things, knowing that their flight is in your flight is boarding right now and you want to come up here and order a double caramel macchiato, iced, and it's like that's going to take five to ten minutes and you know you're bored in two right, and there's a line.
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So it's just like those types of things are really, uh, they're frustrating.
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And then, obviously, if you are short a person or something else and you have I'm just talking coffee, we're not talking about food so you can get somebody's coffee, right, but then they're missing a bagel.
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Oh, it's just, you know there's all the cream cheese for the cream cheese, or the knife or the nap.
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There's just all of these little pieces, and so I think people don't always think about that.
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But then it's like this, this rush, and you're dealing with the fact that people, too, feel like they're getting ripped off a little bit at the airport because the prices are more expensive typically so expensive it's more expensive.
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How was this?
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water, seven dollars.
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I don't understand.
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I don't understand you get within those airport walls, things can change they do, and they do okay.
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Now talk a little bit more about the stress that comes with the airport.
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So, whether that's dealing with customers, or that's the employees, or obviously we're in a family-owned business, so that's a whole another level of stress.
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But so yeah, so I one the family-owned side.
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A funny thing about the family-owned side is that, like you know, anytime you have your parents that are your boss or those dynamics like it just adds another dynamic you know, so like.
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I still can see my dad reached out to me like hey, numbers, hey, he's like watching the screen from home.
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Like hey know, hey, that line is looking pretty long out there.
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Like, hey, I'd be able to get it down a little faster if I wasn't on the phone right.
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So like you have those elements, but then also like what people don't think about when you're dealing with the airport and I'm excited to talk about your experience too but you can't just bring things and drop them off.
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Like there's a whole flow of like.
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It has to go through a certain you know a process and like getting things sent over, sent over and like the delivery process.
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It's like if you run out of avocados, it's not like always a quick fix of like let me just run and grab something real quick and come back in.
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Like you gotta go out of security park car.
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You know sky train you know SkyTrain shuttle.
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You guys have a commissary right.
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There's a commissary where, like things are at a separate area because again in the airport.
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You can't house, everything you can't house.
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It's not like being at what?
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600 square feet 600 square feet is not enough to do the whole operation, so you're having to be off-site and bring things on, so like there's just so many complexities there.
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And then that really I would say the biggest one is the hours Just not being consistent on those hours because you need to adjust.
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And it's kind of that idea of if there's more flights, there's more people, there's more business.
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You want to be able to adjust.
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And when you asked about people, there's so many different walks of life in the airport and just to give you examples of things I've seen, I was just going to say we're going to go into memorable moments and lessons learned.
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Okay, well, I'm going to tell you a memorable moment right now.
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If you ever see somebody's hands like covered with a jacket, just know they're in handcuffs underneath there, right when you see like the sheriff or like the airport because, like you know, you'll have like I didn't know, like you don't really know how people travel that are like either being arrested or being like extradited.
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But when you see, you know somebody come through the line or you know, and they're literally like hands cuffed but there's somebody that's taking them on the plane, and that was probably one of the biggest surprises.
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I was like what am I watching?
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Is this a Con Air?
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Yeah, you know, with Nicolas Cage, I'm like what is this?
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So that was one, probably one of the second other biggest ones, because we had wine and things like that.
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You would have people that like Overindulge.
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People will overindulge.
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But what was crazy was that, like I outright, there were people that were, because Arizona is also a spot that people like rehab centers.
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Yes, so, like I had two or three people that were like camped out at our location because they were waiting to pick them up for like a rehab center once they arrived in Phoenix and they didn't want to go.
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So they're literally like this is like, you know, not your last meal, but like your last drink right before you get picked up by like rehab.
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So that was I mean, there was a lot of those types of experiences.
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We're just like whoa yes, something else that came to my mind, too, was the flooding.
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Do you remember it flooded?
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anytime you have something that just.
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I mean anytime you have something crazy where it's like flooding or I mean probably one of the craziest ones was also the was a super bowl or it was a merger.
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It was like an airline merger.
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Without going into details, it was an airline merger we were doing.
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We had like the uh, the meal or the catering, but it was like hundreds of, and this was in addition to the normal business flow.
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I think I might've worked 24 straight hours.
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Like it was nuts.
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Yeah, and so also to quickly add to what you're saying, I also worked with you.
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Many hats, worked with you and your family.
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That was the time that I was working three jobs but worked with you and I was the hiring coordinator.
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But then I also write you're in the family business, so you're doing it all and I worked that merger with you and I'll never forget that it was a.
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I think we were in 24-7 for.
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Like two, three days Not seven.
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So 24-3, right, Like three days of 24 hours, and you're just putting together.
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I think American Airlines was merging with United.
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It was one of the mergers.
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It was.
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It was one of the mergers, it was a big opportunity.
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But it was a huge opportunity, but it was so much work and uh.
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The other thing, too, is people don't realize the badging process that you have to go through, and I'll never forget when I had my badge expired.
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Do you remember where you went?
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I think you were with me, my badge expired and I tried to go through because I'm just like, oh, I'm, I do this all the time.
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I'm coming, coming through, I'm using my employee badge.
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They thought that I had a firearm Like they came up and the amount of security that came over, they said it's expired.
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How did you not know, asking me all these questions?
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We need your finger.
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I was like wait a minute, this is, but it's the airport, it's the security, uh, when it comes to just travel and those things.
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So I remember that, but I think you also need to talk about there were multiple times where the airport shut down.
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There there was a shutdown there was.
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There were a couple of shutdowns active.
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There was active there was an active shooter that left tempe, drove through the airport, ran through yes, like not barricade, but like the parking yes, you know deal is now in the airport.
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Ran through like not barricade but like the parking.
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You know deal is now in the airport on the loose.
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Yes, they're like shut down With a gun, basically like with a gun.
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They were like hide everybody in the back.
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I remember that.
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I mean when you talk, and again.
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You were like there's an active shooter.
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And you're a manager and you're managing a business that and you got employees.
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People are scared Like man.
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That was super frightening, you know what I mean.
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And just having to go through that experience and navigate it from a leadership standpoint like it was not a normal day at the office.
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That's not a normal day.
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And the other thing, too, is people don't realize that there's what's going on within the airport, where you know you got there's bank right.
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There's a bank in there.
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Yeah, so there's a bank in there.
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Yeah, yeah, so there's a bank in there multiple oh okay, multiple banks, yeah.
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So a couple of those things, right you just things.
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Where again you?
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don't have to leave necessarily.
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Go to the bank like you go and there's an area where you can go and change out.
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Get changed all the things.
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These are all things.
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It's like its own city it really is running city within a city correct and people view it like, oh, I'm going to the airport to fly, but think about all the people that are managing yes, and the business and doing it at the city level.
00:15:54.928 --> 00:15:58.673
It's, it's crazy to think about it's, it's, yeah, no, it's definitely wild.
00:15:58.673 --> 00:16:00.336
Um, are there any lessons learned?
00:16:00.336 --> 00:16:12.269
Yes, and then also, how does it, or any of these lessons, uh, do you see them in your leadership style today, or even where you are right, where you are professionally?
00:16:12.629 --> 00:16:13.130
yeah, 100.
00:16:13.130 --> 00:16:15.666
So I would say, um, one of the biggest lessons.
00:16:15.666 --> 00:16:25.272
I learned a lot about leadership in that moment, based on how I was led by other leaders, but then also seeing what people responded to so I were.
00:16:25.272 --> 00:16:32.361
I mean, you talk about working with people from different walks of life employees that are coming from the reservation, employees that are like, hey, I'm home from college.
00:16:32.361 --> 00:16:40.499
Employers are like, hey, I'm a lifetime food and beverage server worker and I'm like and don't forget, I was a hiring coordinator so I'm trying to get you, come on, trying to give me some top talent.
00:16:40.740 --> 00:16:41.644
I used to work over at Freddy's.
00:16:41.921 --> 00:16:43.538
I'm like okay, so you have some food and beverage experience.
00:16:43.538 --> 00:16:45.365
You know how to make the custard.
00:16:45.384 --> 00:16:45.785
You can do it.
00:16:45.785 --> 00:16:46.750
Okay, we can do that.
00:17:00.179 --> 00:17:02.307
We deal with different people, relating and connecting with people from all walks of life.
00:17:02.307 --> 00:17:03.630
That was something that was really big, yes, um, so that one there.
00:17:03.630 --> 00:17:06.479
But then also I would say, a big, a big lesson is just also realizing how good you have it, like me waking up, even me going into the office.
00:17:06.479 --> 00:17:08.645
I didn't have to go through the security and all of those things.
00:17:08.645 --> 00:17:11.020
Working remote, it's like you can just jump on the computer.
00:17:11.020 --> 00:17:17.653
It's like it used to take an hour or 40 minutes to get into work and then get settled and badge in and all of the processes.
00:17:17.653 --> 00:17:30.952
So just more so like the gratitude, but also appreciating the experience how important a customer service is, learned a ton of lessons about, just like reviews and the experience and really improving the customer journey.
00:17:30.952 --> 00:17:34.931
So like, yeah, I learned a ton, but it definitely something I wouldn't like.
00:17:34.931 --> 00:17:36.367
I wouldn't go backwards, but I learned a lot.
00:17:36.387 --> 00:17:37.957
It definitely something I wouldn't go backwards, but I learned a lot.
00:17:37.957 --> 00:17:40.378
But also you incorporated social media.
00:17:41.788 --> 00:17:48.405
That was a really big one, because that was one of the things that surprised me about the airport was the amount of, like, celebrities celebrities that come through.
00:17:49.041 --> 00:17:49.625
Who are some people?
00:17:50.242 --> 00:17:50.946
we had Cedric.
00:17:50.946 --> 00:17:54.960
The Entertainer Michael Phelps used to come through on a regular you know, grab a breakfast burrito.
00:17:54.960 --> 00:17:56.462
We had Sage Steele.
00:17:56.462 --> 00:18:02.877
Um, yes, we had um lightweight boxing champion.
00:18:02.877 --> 00:18:05.683
Uh, I mean, I mean a ton of people.
00:18:05.683 --> 00:18:06.385
I mean I can.
00:18:06.567 --> 00:18:12.243
I can keep going, yeah, a lot, a lot of football players, a lot of like you know guys that I know that I play with and things that was stopped through.
00:18:12.243 --> 00:18:21.496
But that was something that was a game changer was posting to social media and the awareness around like we're the spot to be if you're in B9 and come through the airport on American Airlines.
00:18:21.496 --> 00:18:26.731
So that was great to be able to create more awareness within the business too, and clearly we do a lot with social media.
00:18:26.771 --> 00:18:27.660
Yeah, clearly we do a lot with social media.
00:18:27.720 --> 00:18:28.301
Full circle.
00:18:28.301 --> 00:18:29.686
I would say I learned a lot.
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