Q. You started as a hostess at the 'Aiea Dixie Grill and now supervise a staff of 45 people, many of whom are similar in age to you. One of the themes of your business and leadership experience has been dealing with people in your own peer group.

A. It was not so bad at 'Aiea because I was more comfortable telling my friends what to do because I already had their respect being a shift leader before moving into management. Coming over here as general manager was harder because no one here really knew me. The employees ran the restaurant and didn't think I'd last very long. That's when I had to say, 'I'm not going anywhere.' I had to crack down on a lot of stuff like cleaning duties, clocking in on time.

Q. How do you get stern with employees in an employee-friendly job market where everyone is looking for help and workers have so many options?

A. Good communication. I tell them I understand where they're coming from because I've been there and I'm their same age. I tell them, 'I know you want to go out and party but this is a good job with good pay and good benefits and you have to take it seriously.' I find you gain a lot of respect that way.

Q. How do you motivate employees?

A. Everybody who wants a job has a job. Right now people are coming in asking for outrageous amounts of money and set schedules and it's really difficult to find people.

We really want to keep the people we do have, especially in the back of the house, because they have opportunities to go to other restaurants.

We have a philosophy of aggressive hospitality here — just going above and beyond what people expect. It's getting someone shoyu before they have to ask you, filling up drinks or walking an old lady to her car with an umbrella if it's raining.

I make little coupon books and the management staff chooses who went above and beyond each month. There are lots of little coupons, like getting out of your cleaning duties by making a manager do them, or getting a pau hana drink or you can have your manager be your buser and clean your tables. If you see your manager doing your duties, it gives you incentive.

Q. Is it difficult managing a staff of employees who aren't always as driven and motivated as you?

A. That was the hardest part. When somebody tells me something once, I do it and I do it right. So I have to make it fun. But I also try to coach them on good customer service, which ends up enhancing their tips. And that really helps.

Q. Dixie Grill recently has seen more competition in the Ward Avenue area.

A. Customers have a lot of options, but there aren't a lot of places on this island like Dixie Grill. We're also optimistic because of all of the condos going up.

Q. What's the favorite saying you've put up on your famous marquee?

A. The manager on duty during the day makes the sayings, which is usually me. We have a book of sayings that we dig through. Or sometimes they're random thoughts, like, 'Why does rain drop and snow fall?' Things like that that'll make you think, 'Hey I don't know. Maybe I'll go in there and eat.'

My best one is, 'If you're not a top dog, get off the porch.'

Reach Dan Nakaso at dnakaso@honoluluadvertiser.com.