As the Chief People Officer for First Watch Restaurants, Inc., Laura Sorensen oversees all aspects of the employee experience, including staffing and people development, employee relations, and diversity of strategic planning. She joined the First Watch team in 2016, with two decades of experience working in Human Resources for prominent brands. Most recently, she worked as a member of the executive team as the Senior Vice President of Human Resources for Darden’s LongHorn Steakhouse, where she oversaw all Human Resources priorities and initiatives for nearly 500 restaurants and 30,000 employees.
Laura earned a Bachelor’s degree in Marketing and an MBA with specialization in Human Resources management from the University of Miami.
We spoke with Laura about employee management, her role on the board of the Women's Foodservice Forum (WFF), and her advice for other women in the industry. Read on for the full Q&A!
How do you approach creating a positive and engaging culture for employees across the organization, especially in a high-turnover industry like hospitality?
At First Watch, our people are our purpose, which is why we prioritize our culture and continue to invest in benefits and programs that put them first. Our “You First” Vision is to create amazing opportunities for our people, and we take that seriously. We operate with a one-shift, “No Nights Ever” approach, which allows our teams to enjoy evenings with their family and friends, resulting in an improved quality of life, which contributes to our turnover that sits well below the industry average.
Each year, we host our W.H.Y. – We Hear You – Tours, where our CEO, COO, and me host calls throughout the country to connect directly with cooks, servers, bussers, dishwashers, and hosts nationwide to get their candid perspectives. Based on these critical conversations, we’ve made significant improvements and investments in the areas that matter most to our employees.
Happy, engaged employees pay it forward through exceptional hospitality and a positive environment – which leads to a memorable experience for all customers and exemplifies our company mission of Making Days Brighter.
In the current labor market, employee retention is more challenging than ever. What retention strategies have been most effective at First Watch, and how do you foster loyalty and job satisfaction among staff?
At First Watch, we prioritize career advancement because it’s the right thing to do, and it’s part of our culture.
I’m especially proud of the programs we’ve built – like our Certified Black Hat and Black Apron program – to encourage leadership development for back-of-house and front-of-house employees through additional responsibility and growth incentives. We also have Certified Training General Manager and Certified Training Restaurant programs to recognize and reward our aspiring leaders, while creating a positive learning environment for all employees, enabling us to promote more from within.
In 2018, we created our First Watch Academy of Restaurant Management – which we call F.A.R.M. – to immerse new managers in our culture and teach leadership behaviors. To date, nearly 1,000 leaders have attended the week-long sessions that take place 10 months a year.
What led you to join WFF’s Board of Directors, and what does the organization mean to you?
What’s not to love about women supporting women?! I was drawn to WFF first as a member and had the incredible opportunity to experience the organization’s critical impact first-hand. When I was invited to join the board, it was an emphatic yes. I’ve dedicated my entire career to uplifting others – and to be able to do that for other women in this industry is an honor.
Can you share what you spoke about at the Orlando Leadership Development Workshop?
This Development Workshop was all about discovering your brilliance, learning to take risks, building courage, and amplifying your value. With a career dedicated to serving others, I truly believe each and every one of us brings something unique to the table, which is what our session was all about. It was an honor to sit alongside Kelia Bazile from Bloomin' Brands and Falon Farrell from Darden Restaurants.
Any advice for women in the hospitality industry looking to grow their careers?
Work hard, be kind, and stay curious. Speak up to let others know about your aspirations and seize opportunities when you’re presented with them. And come to First Watch – we’ll take good care of you! 😊
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