Nation’s Restaurant News’ annual Brand Icon award honors major restaurant companies that live at the intersection of legacy and innovation, recognizing their past while also maintaining relevance among modern-day consumers.
Frank Fernandez spent 11 years working various roles within Texas Roadhouse’s restaurants and moved to Kentucky two years ago to take on a support center role in IT
Texas Roadhouse employees go through a pretty extensive process if they want to be considered for the company’s “Roadie of the Year” award. Candidates are nominated — by anyone in the Louisville, Ky.-based support center or out in the field — and are then tasked with creating a scrapbook highlighting how they represent each of the company’s core values. Those values include passion, partnership, integrity, and fun.
From there, they interview with previous winners who have the ultimate judgment on who wins. This year, that award went to Frank Fernandez, a restaurant systems analyst in the support center. Fernandez was recognized for his passion and for having fun.
Fernandez has a unique perspective.
“I raise my hand to a lot of things that happen, like intramural sports or fun committee events. Smiling is a big way for me to show fun,” he said. “I can say I enjoy what I do every day. I can say that proudly.”
Fernandez has a unique perspective. He’s only been in the support center for two years, but he spent 11 years in the field, working “every position from host to kitchen manager.” He was based in Florida, but once a headquarters’ opportunity came up, he moved to Louisville.
“It was something different — a different change of pace. Before, I was in the stores supporting guests. Now I’m on the IT side supporting the stores that support our guests,” Fernandez said.
So far at least, his restaurant experience has informed his support center work. He provides input on questions such as, “How does this work for the host?” or “Would you have done this as a server?” or “Is this something you would use as a bartender?”
“That experience has helped with my transition to the support center,” he said.
His experience has also helped refine Texas Roadhouse’s recent tech initiatives. The company is currently rolling out digital kitchens, for instance. Fernandez said his role allows him to be there during the initial process, in which he can once again provide his unique input.
“When I worked in the kitchen on a Saturday night, we’d have 50 checks hanging at any given time and we were trying to work around those. It was a high-stress situation,” he said. “The digital kitchen brings those 50 checks to one screen and shows your lead orders.”
The chain also recently implemented Roadie Pay, allowing customers to pay at the table whenever they’re ready, and is adding other technology solutions geared toward its employees, like mobile scheduling.
“I’ve been able to provide a lot of feedback on those (technologies),” Fernandez said. “They’ve been very efficient for us.”
That ability to provide feedback continues to fuel his motivation at the company 13 years in. He said Texas Roadhouse “constantly puts people first,” which is why he’s not only stayed but grown with the company.
“My jump to IT came with no experience and the company took a chance on me and allowed me to give it my all. I get to work with people that don’t want to see each other fail,” Fernandez said. “Our late founder (Kent Taylor) always said we are a people company that just happens to sell steaks. That’s what makes us so successful. As long as I am representing Texas Roadhouse, I am happy.”
Contact Alicia Kelso at [email protected]
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