Real-world management needs a fundamental shift from academic theory. In the real world, you require adaptiveness, communication, and a clear understanding of guest engagement. For Laurentian University Sports Administration (SPAD) graduate Tristan Serre, applying sports business principles to high-volume food and beverage environments has proven to be a direct path into management. By combining student council leadership, luxury venue operations, and corporate sales experience, Serre has cultivated a comprehensive approach to building and operating successful hospitality structures.
Ground-Up Leadership
Front-of-house hospitality and back-of-house execution are crucial in building a consistent customer experience. In her management role at Mazi by Kouzzina, she has been tasked with establishing service benchmarks, training staff, and overseeing daily floor operations for a rapidly growing business. Managing a new property requires an active and visible presence during service times to handle high-pressure situations and maintain high standards.
Tristan is able to emphasize active support on the floor, rather than managing strictly from the office.
“One of the biggest things I’ve learned is the importance of being a hands-on manager. I believe in leading by example, staying visible on the floor, supporting the team during busy services, and being able to adapt quickly when challenges come up,” she explained.
Clear internal communication across various departments remains irreplaceable in long-term operational success. When line cooks, bartenders, and servers align around shared standards, service delays decrease, and guest satisfaction can improve. She notes that strong team morale translates directly into guest retention, as supported employees naturally possess the qualities to deliver a higher standard of care.
Translating Private Club Standards to Public Venues
Through early roles in upscale hospitality environments, Tristan’s operational
philosophy was etched in stone at the beginning of her journey. Working at premium facilities such as Cutten Fields and Bigwin Island Golf Club introduced her to the high expectations of private club memberships. In these high-pressure settings, customer service relies on personalized care, anticipating guest needs, and maintaining normally inconsequential details during peak operational windows.
“Working in upscale hospitality environments taught me the importance of consistency, attention to detail, and personalized customer service,” Tristan noted. “I learned that building strong relationships with guests, understanding their preferences, and anticipating their needs are key to creating loyalty.”
Serre’s experience in private clubs reinforced the idea that long-term business health depends on guest loyalty. By learning to deliver consistent service under pressure, she developed standards of organization and detail that guide her management approach in broader restaurant settings.
Connecting Sports Business Academics to Commercial Sales
Front-line service built her management skills, but Laurentian’s SPAD program gave her a strong commercial foundation. Her understanding of marketing fundamentals, consumer behaviour, and financial operations helped her approach hospitality with an executive mindset.
“One of my biggest takeaways was the importance of understanding your target market, building strong relationships, and effectively promoting a brand,” Tristan reflected on her commercial experience.
She further expanded this astute business understanding during a sales and marketing internship with Stem Wine Group. This position opened her eyes to corporate distribution, brand promotion, and B2B client management within the food and beverage industry. Combining this corporate sales insight with her daily restaurant experience has given Tristan a balanced perspective on both the back-end finances and front-end execution needed in the lightning-fast restaurant industry.
Governance and Stakeholder Management
Leadership wasn’t just built on the floor at restaurants for Tristan, as she
honed it on campus, where she served as a Student Council SGA representative at Laurentian University. Representing the student body required a firm understanding of negotiating, mediating, and communicating
clear solutions, which proved directly applicable to workforce management.
“It taught me that good leadership is about being approachable, understanding different points of view, and finding solutions that work for everyone,” she shared.
In a sea of diverse perspectives within student government, she managed to train herself to interact effectively with employees, vendors, and guests in her professional career.
Entrepreneurial Ambitions and Future Outlook
Looking onward, Tristan’s career trajectory is focused on long-term sustainable growth across all means of venue ownership. Although her immediate focus stays razor-sharp on refining operations, staff leadership, and financial management, the ultimate goal? Entrepreneurial.
“Ultimately, I hope to use everything I’ve learned throughout my education and career to build and operate a successful restaurant of my own,” she concluded.
Leave a Reply