Pathways: Daniel Joseph Serra, head of entertainment, Karen’s Diner

The head of entertainment at the famously rude Karen’s Diner has found that acting and hospitality are happy bedfellows, especially when it comes to taking care of guests. He talks to Victoria Miller

 

Did you study a hospitality-related course at school, college or university?

 

Nothing related. I would say the closest course to hospitality would be when I went to drama school. It’s an industry where you have to put on a smile all the time, even when you are having a bad day and want to scream. Maybe you have a rude customer and you need to stay calm – you just put on a character. The show must go on.

 

Did you do any work experience in the industry at a young age?

 

My first job was at McDonald’s when I was 16. I was so excited to start making my own money. I quickly learned how difficult and impatient people can be, even with fast food. My parents also owned a small hotel in Cumbria and I would sometimes fill in as a waiter and learn from them.

 

What initially attracted you to working in hospitality?

 

As an actor, you have to find a job where you can also go to auditions, which usually happen on weekdays. The creative world is a hard and expensive road, where you constantly have to update headshots and showreels and pay to be on Spotlight. Hospitality can be a great career to have alongside it, mainly because there’s evening and weekend work. Plus, I can talk to and meet new people every day and even network. The tips certainly help with the creative life demands too.

 

How did you make the transition into a job in hospitality?

 

With my current role as head of entertainment at Karen’s Diner in London, it was an easy transition to make, and a lucky one too. My friend tagged me in a post that Karen’s Diner was opening in London. I was walking around the area at the time so I just popped my head in and said who I was. The next day they asked me to be head entertainer. It was really unexpected – I didn’t even interview, really, I just did one shift and they said: “Hey, you’re good. Can you lead everyone?” I love it. All day long I put on a character, tell jokes and make people laugh. It’s the perfect place between being an actor and working in the hospitality industry.

 

How did you decide on your career direction?

 

How long do you have? That’s not an easy question to answer. In short, I’ve always wanted to make people laugh and have a good time, whether through acting, directing, singing or telling stories to my friends. Being a waiter and a host has the same effect on people. You can brighten their day and give them a unique experience. They didn’t just love the food, they loved the service and laughed all night and they can’t wait to come back.

 

What industry networks have you been part of that have supported you in your career progression?

 

Currently, my job at Karen’s Diner is so supportive as I can still go to auditions and occasionally go off to film or perform for a week or two. Most restaurants I’ve worked in have always been fair to me and have understood the situation… most of the time. London is full of actors/waiters – I’m not unusual. It’s how hard you work when it’s their time that matters. Also, other actor friends who are working in hospitality can always cover each other.

 

What advice would you give someone starting out in the industry?

 

To imagine what you want to see as a guest. Be the experience you want. When I was finding my feet as a waiter, I used to pretend in my head that I was a manager. I wouldn’t go power-mad, but I would radiate authority and confidence, and they were always my best shifts.

 

My next piece of advice would be to not take any bad days with guests or co-workers to heart. It can be a stressful environment. Forget about it and move on. As Ted Lasso says: “Be a goldfish.”

 

What are your career goals?

 

To be a full-time actor and director and create my own stories with social commentaries while making people laugh and cry. I would like to own a pizzeria when I’m old and retired. I want to do my own pizza toppings that are different and would probably offend everyone!