In the latest episode of the Restrocast Podcast, host Ashish Tulsian delves into the captivating journey of Prashanth Menon, the maestro behind the success of PizzaExpress UAE. With 32 years of hospitality enchantment in his apron, Prashanth shares insights, challenges, and the secret sauce that transformed five outlets into a thriving, 14-strong pizza empire. From navigating the pandemic’s challenges to winning the PizzaExpress Worldwide Wonder Award 2023, Prashanth’s people-first approach has set him apart in the dynamic world of hospitality.
Prashanth, let’s dive into your journey and experiences. Starting with your current role as the Regional Director for Pizza Express in the MENA region, can you tell us about your day-to-day responsibilities?
Prashanth Menon: Certainly, Ashish. As the Regional Director for Pizza Express in the MENA region, my primary responsibility is to oversee the entire business operations in the UAE and serve as a hub support for the expansion of the restaurant in the broader MENA region. This involves managing various aspects, from franchise development to operational excellence.
With 14 markets in the MENA region, can you share more about the expansion plans for Pizza Express and the strategy you’re considering?
Prashanth Menon: Absolutely. While we are currently present in four markets, the plan for the next year is to expand our footprint into the remaining ten markets. We’re exploring different models, including franchising and equity investment, to facilitate this expansion and bring more Pizza Express outlets to the region.
Going back to your earlier years, you shared an interesting transition from pursuing medicine to ultimately finding your passion in hotel management. Can you elaborate on the challenges you faced and how you navigated them?
Prashanth Menon: Certainly, Ashish. Growing up in a South Indian, middle-class family, the societal expectations were heavily tilted towards pursuing a career in either engineering or medicine. When I couldn’t secure a spot in medicine and opted for hotel management, there was resistance from both family and societal norms. My dad played a crucial role in bridging the gap between my passion and family expectations. Overcoming these challenges involved a lot of self-discovery, perseverance, and convincing my family about my chosen path.
Your experience at Chola Sheraton seems to have had a profound impact on your understanding of the hospitality industry. Can you share some key lessons and insights gained during your time there?
Prashanth Menon: Working at Chola Sheraton during my industrial exposure training was a transformative experience. The hands-on exposure to various departments, from F&B to kitchen, taught me the importance of practical knowledge in the hospitality industry. Being available, showing up, and willingly taking on responsibilities not only earned the trust of my supervisors but also accelerated my learning. It reinforced the significance of anticipating guest needs and the importance of a strong work ethic.
Your journey reflects a determination to follow your passion. What advice do you have for individuals facing societal or familial pressures to conform to traditional career paths?
Prashanth Menon: My advice would be to trust your instincts and follow your passion. While societal and familial expectations may be challenging to navigate, it’s crucial to communicate openly with your family and help them understand your perspective. Seek mentors or individuals who have tread similar paths, as their experiences can offer valuable insights. Ultimately, pursuing what you love will bring long-term fulfillment and success.
Moving from hotels to resorts and eventually joining Holiday International in Sharjah, what motivated you to transition to a different setting, and what lessons did you take away from that period?
Prashanth Menon: The shift to Holiday International in Sharjah was prompted by a desire for closer proximity to family and a different career trajectory. The experience there offered exposure to international standards, banqueting, and managing a multicultural team, shaping my understanding of diverse hospitality aspects.
You mentioned considering a move to another country for career growth. What factors influenced your decision to explore opportunities in Dubai, and what challenges did you face during that transition?
Prashanth Menon: My sister’s move to Dubai and her suggestion, coupled with the allure of a different market, led me to explore opportunities in the UAE. However, familial and societal challenges, especially related to my interfaith marriage, extended my stay in India before finally joining Holiday International in 1997.
Upon joining Sharjah National Hotels and progressing from maitre d to restaurant manager, what key insights into international standards and diverse banqueting styles did you gain during your tenure?
Prashanth Menon: Working at Sharjah National Hotels provided invaluable exposure to international standards, diverse banqueting styles, and the intricacies of managing a multicultural team, significantly enhancing my understanding of hospitality operations.
During your time at Pizza Express, you mentioned your focus on making it a great place to work. Can you elaborate on the initiatives you took and the impact they had on the team?
Prashanth Menon: Absolutely. We introduced various initiatives such as celebrating employees’ milestones, both at the beginning and end of their journey with the company. For instance, we welcome new employees with a celebration, and even when someone leaves, we celebrate their contributions. These small gestures build a positive culture and enhance employee loyalty.
Your emphasis on HACCP certification is interesting. Can you share more about why you pursued it and the positive outcomes it brought to the team and the business?
Prashanth Menon: HACCP certification was crucial for ensuring the highest food safety standards in our restaurants. While it wasn’t mandatory, we wanted to instill a culture of awareness and excellence. The certification process also involved training our team extensively, which significantly increased their sensitivity and knowledge regarding food safety, ultimately benefiting the business.
Your commitment to employee growth within the company is noteworthy. Can you share some specific examples of how you encourage and facilitate internal promotions and development?
Prashanth Menon: Certainly. We established a culture where team members start at entry-level positions and have the opportunity to grow within the system. All my store managers, for instance, began as waiters. We invest in their education, providing opportunities for certifications and further learning. This approach has resulted in a significant number of long-term employees who have been with us for 15 years or more.
Your journey involved a stint at Etihad Airways as an onboard F&B manager. How did that experience shape your perspective, and what were the key takeaways from working in the airline industry?
Prashanth Menon: Working with Etihad Airways provided insights into a different level of customer service and exposure to diverse individuals, including top celebrities and business leaders. The experience emphasized the importance of service excellence and the unique challenges faced by the airline industry, which contributed to my broader understanding of customer-centric operations.
How did your personal life challenges, particularly your father’s health, impact your professional outlook and approach to leadership?
Prashanth Menon: Dealing with my father’s health challenges was a turning point. It made me reevaluate my priorities and shift my focus from solely monetary goals to a more holistic view of life. This change in perspective influenced my leadership style, emphasizing the importance of empathy, patience, and recognizing the value of every day in both personal and professional contexts.
As Pizza Express continues to evolve, how do you envision the future of the brand in the region?
Prashanth Menon: With our CEO Paula Mackenzie’s visionary approach, the future of Pizza Express in the region looks promising. We aim to maintain our commitment to excellence, continue expanding strategically, and create an environment where both customers and employees feel a sense of belonging. The goal is not just to be a renowned dining destination but also a brand that people are proud to be associated with.
The Restrocast Podcast episode featuring Prashanth Menon unfolds a remarkable journey of passion, perseverance, and strategic leadership. From navigating personal challenges to steering Pizza Express through dynamic industry landscapes, Prashanth’s story is a testament to the magic behind the brand’s success in the UAE. As Pizza Express continues to evolve, guided by Prashanth’s visionary approach, the future looks promising for both customers and employees, making it not just a renowned dining destination but a brand people are proud to be associated with.
