Patric Kuh - Becoming a Restaurateur

B ECOMING A N EUROSURGEON

B ECOMING A V ETERINARIAN

B ECOMING A V ENTURE C APITALIST

B ECOMING A H AIRSTYLIST

B ECOMING A R EAL E STATE A GENT

B ECOMING A M ARINE B IOLOGIST

B ECOMING AN E THICAL H ACKER

B ECOMING A L IFE C OACH

A LSO A VAILABLE

B ECOMING A Y OGA I NSTRUCTOR

B ECOMING A R ESTAURATEUR

B ECOMING A P RIVATE I NVESTIGATOR

B ECOMING A B AKER

B ECOMING A S OMMELIER

B ECOMING A C URATOR

B ECOMING AN A RCHITECT

B ECOMING A F ASHION D ESIGNER

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Library of Congress Cataloging-in-Publication Data has been applied for.

ISBN 978-1-9821-0330-9

ISBN 978-1-9821-0331-6 (ebook)

T O MY FRIEND, A LAIN G IRAUD.

E ven though its a midweek night, theres a buzzy feel to the dining room at Heres Looking at You, one of the best restaurants in Los Angeles. If you stepped inside, youd hear conversations pierced by laughter at the twelve tables and packed bar. Youd see one group of six excitedly pass around handmade bowls of Carolina Gold rice topped with a crisp wafer of parsley-flecked crackling chicken skin. When they taste it, they nod in agreement. Its that good.

When Lien Ta, the restaurateur who launched the restaurant in 2016, moves about the dining room, she notices other things. She wishes one table had moved on to dessert, but their dinner has yet to be cleared. But hey, over there a couple is drinking two of the newly launched cocktails, so those seem to be working. Grabbing a napkin from the bar, she bends to pick up two shishito pepper stems on the floor. Seeing a man in a loosened tie, a semiregular whos joined a larger group, she waves, then greets him with a warm smile. And by name.

A good restaurant should feel as welcoming as someones home. After all, restaurateurs see you as guests, not customers. Except a home isnt a business, with all the practical requirements of overhead and wages and reports. But Lien, like many other restaurateurs, knows that when the math of an evening has been calculated, what guests will remember most is how a place made them feel. Which is why her main focus is setting the right tone from the start. When the phone rings? She answers with enthusiasm. When a guest emails with a special event request to buy out the entire restaurant? She replies in such a way that propels them forward with their plans. And she has clear ideas of how she wants the guests greeted. Having checked the dining room, she moves quickly to join the new hostess at the narrow wood stand immediately inside the door.

Lien, for example, doesnt want her hostesses greeting single diners at her restaurant with the phrase Just one? She feels it sounds judgy. On a busy night, shed rather book a 6 p.m. than a 6:30 p.m. reservation because shell get the table back for a second turn at 8 p.m. She sets the time for slots herselfan hour and forty-five minutes for two, two hours for four. The online reservation system will never allow parties to overlap; it will always play it safe. Lien takes pains to make sure each guest feels welcomed at the start of the meal and relaxed through its conclusion. But a restaurateurs mission is to fill seats. This is LA; people will no-show. Because the Wiltern theater, a landmark sea-foam-green art deco tower, is nearby, some folks will actually arrive to their 6 p.m. reservation on time and eat quickly to make the show, so the table is free when the next group arrives at 8 p.m. But when that doesnt happen, the time for the next partys waitreferred to as the quote timehas to be delivered in an upbeat, positive way that makes people resolve a few minutes wait is not a big deal. When things really start to drag, theres always the option of offering a drink on the house. Over and over again, Lien must balance guests experiences with her financial reality.

That kind of constant balancing is what it takes to succeed in this demanding career. Heres the reality: Its high-risk. Its long hours. It can be bureaucratic hell. But at the end of the day, it is also deeply satisfying. No matter whether you get into the industry through a part-time summer job or with a degree in hospitality from a prestigious university, make sure that the business is right for you and that youre right for it.

Each staff member, for example, has a different (and highly specific) set of responsibilities, so its no surprise that when Lien trains a new hostess, she stands right beside her. The young woman at the stand tonight is on her third shift and has been doing well. She did not say Just one? to the solitary diner who happened in after exploring the neighborhood. Seeing another party was lingering, the hostess extended their staywhich meant that they were still seated when the next party tumbled out of an Uber in high spirits. Lien flashed a welcoming smile but stepped back to watch the tone, engagement, and sense of welcome the hostess extended. And she allowed herself a smile when the young woman quickly changed the seating chart, getting that party another tablea better table, in factthat had opened up moments earlier.

Located one block north of Wilshire Boulevard, Heres Looking at Youor HLAY, as those who work there pronounce itoccupies the ground floor of a building on a corner of 6th Street just northeast of Wilshire and Western, two of LAs busier thoroughfares and an intersection that serves as the heart of what has become Americas largest Koreatown. The restaurant sits among the neighborhoods soju joints, bulgogi halls, Paris-themed patisseries, and all-night steam saunas. It shares the ground floor with a barber, a sushi spot, and a modest general store. Above them is a second floor of offices. Early mixed-use? Hard to tell. Though far more modest than the nearby Wiltern theater, the structure shares a look with the classic building. The zigzag corners and moldings allude to more than embody the art deco style that was popular in LA in the 1930s. Over the years this same spot housed a locksmith with a key-cutting booth, a beauty parlor, and a psychic reader who left behind what is now HLAYs blue neon sign. The restaurants nameinspired by the toast and a card in Liens stationery collectionis painted nearby on the glass window in flowing gold script.

Lien and her business partner, chef Jonathan Whitener, opened HLAY in July of 2016. It has since gone on to represent one of the high points of the citys unaffected and wide-ranging dining style. Having been, respectively, the manager and chef of Animal, the Fairfax Avenue storefront that was a breakthrough success with its gleefully over-the-top flavors, Lien and Jonathan had instant name recognition in LAs food scene. But it also could have gone the wrong way. New restaurants tend to follow one of two possible patterns: They come out of the gate with every detail thought out, every interaction discussed in preshift and executed in service, the message totally focusedor, in hindsight, their early version was no more than a draft of what the restaurant will become. They need what the neighborhood and its customers bring to define themselves.