Meet Joseph Pollard: From Economics Graduate to Pâtissier in the Making

At Arc Hospitality Recruitment, we take immense pride in our Team Members and the positive impact they make - not only on our company and clients, but also on the guests whose experiences they help create. To us, they are much more than just "temporary hospitality staff", that's why we call them our "Team Members" because they each leave a lasting impact on Arc and the memories of those who they serve.

In our new People Power series, we're giving you a glimpse of the incredible people at Team Arc. First up is Joseph Pollard, a Liverpool-based team member and Pass Manager at one of our Premier League stadium clients.

1. Tell Us a Bit About Yourself

   
   

   My name is Joseph Pollard. I'm currently training to be a pâtissier, and I also work as a Pass Manager at a Premier League stadium.

2. What Is Your Favourite Part of the Job?

   
   

   Back of house - the camaraderie. Front of house - probably just the speed of service. Time flies by and everything else just stops. It’s a nice world away from another world.

3. What Attracted You to a Career in Hospitality?

   
   

   Initially, I was going down the route of entering the corporate world, but throughout my time at university I worked in hospitality. I then took a detour, as it was a lot more people-orientated. I felt I was able to make an impact - not only from the customer side of things, but also working with the team. It felt more authentic to me.

4. Why Did You Join Arc and What Is the Experience Like?

   
   

   I started working with Arc during university. When I made the move into hospitality full-time, I made sure to return. The staff were always receptive and very attentive, and it makes what can be quite a challenging gig economy that little bit easier.

5. What’s One Career Moment You’re Most Proud Of?

   
   

   Although I'm early in my career, I'd probably say taking a step back and starting again. Entering the culinary world after completing a degree in economics - knowing it's a very challenging time for the restaurant industry - but still choosing it because it's where I feel comfortable, where I feel I can grow, and where I want to make my mark.

6. What Does Exceptional Service Look Like to You?

   
   

   Exceptional service is being receptive - I think that’s the key. It’s very clear when someone is reading off a script or on autopilot. It’s about understanding your guest, reading their body language and how they interact with you, and tailoring your approach to make their experience as enjoyable as possible. At the end of the day, they’re the focus.

7. How Do You and Your Team Ensure Every Guest Has a Memorable Experience?

   
   

   Again, it comes back to being receptive to your guests - and depending on where you're working, drawing attention to the USP and what the restaurant is trying to deliver. If there are lots of sharing plates or a family-style service, then you aim to be warm and welcoming. If it’s more rustic food, you might be a bit more engaging. If it’s fine dining, then delivering strong product knowledge is essential.

   
   

   Let guests know you understand what you're talking about and help them feel comfortable in that environment. In fine dining especially, it can feel like a bit of a Mexican standoff between the guest and the server - as if you have to prove you know your stuff. But if you deliver that knowledge authentically, it’s something guests really value.

8. What Is One Small Detail That Makes a Big Difference in the Guest Experience?

   
   

   Knowledge. I think that’s the foundation for everything - being able to ask the right questions and then deliver information in a way that isn’t verbal diarrhoea, but helps someone settle into the environment. It lets them feel comfortable with what they’re ordering or what they want to explore, because no one wants to go out and order Bolognese every single time!

9. What’s One Thing Guests Often Don’t See That Makes a Big Difference Behind the Scenes?

   
   

   Coming from back of house, I’d say the level of camaraderie. Hospitality is much more of a vocation, so the lines between social and professional can blur - and many people thrive because of that. Working with a team, looking out for one another, and noticing when someone isn’t quite on their game can make a huge difference. It shows you're there for more than just a paycheck.

10. Can You Share An Example of When You Went The Extra Mile for A Guest

    
    

    I think birthdays are always a good one. From my experience in the kitchen, planning something special - whether it’s painting on a plate or making sure we have something nice prepared for them - is always really rewarding.

11. What Does Great Hospitality Mean to You?

    
    

    I think hospitality is a really important common ground for people. It’s imperative in building community, and it’s a place where compassion naturally comes through - which I think is incredibly important.

12. What's Your Favourite Thing About Working for Arc?

    
    

    The freedom, and the ability to branch out into different areas of hospitality - experiencing a variety of environments and exploring all the weird and wonderful things the industry has to offer.