KFC general manager Kimberley Fitzgerald is changing public perception of fast food labor by using TikTok to document the “behind the scenes” requirements of restaurant operations. Her videos, which have reached one million viewers, detail the rigorous opening procedures—including filtering deep fryer oil and date-checking stock—that occur before customers are served.
What actually happens behind a KFC counter?
Most customers assume restaurant staff simply “turn on the lights and equipment and start serving,” according to Kimberley Fitzgerald. In reality, the role of a general manager involves a heavy mix of manual labor and administrative oversight before the doors even open.
Fitzgerald, who manages a Melbourne location, told news.com.au that her morning routine includes filtering oil in large deep fryers and setting up kitchen stations. Once operational, the role shifts to a constant cycle of multitasking. This includes managing time, ensuring food safety, training new team members, and solving immediate problems in a high-pressure environment.
How is social media changing the hospitality worker’s image?
The “mundane” aspects of fast food management have become a point of intrigue for millions of viewers. After Fitzgerald shared her opening routine on TikTok, users praised her work ethic, with one viewer describing her as a “top-tier manager” for her hands-on approach.
Fitzgerald believes this transparency can reduce customer aggression. She noted that people often become “aggressive and angry” when orders are delayed or plans change. By showing the complexity of the work, she hopes diners will approach hospitality workers with more appreciation and understand that staff are “just trying our best.”
The role of mentorship in fast food
Beyond the operational tasks, Fitzgerald uses her position to guide young employees. Because her store is often a staff member’s first experience in the workforce, she focuses on teaching them their workplace rights and how to advocate for themselves in an encouraging environment.
What does KFC say about these “hands-on” managers?
KFC leadership views employees like Fitzgerald as the “heart” of the business. Michelle De Luca, Chief People Officer, told news.com.au that the company’s “Go Full Chicken” philosophy starts with the energy and commitment of its people.
De Luca stated the brand is “incredibly proud” of how Fitzgerald represents the company and emphasized that providing recognition and skill-building opportunities is essential for the brand’s growth.
FAQs: Fast Food Management and Operations
What are the primary duties of a KFC general manager?
According to Kimberley Fitzgerald, duties include filtering fryer oil, date-checking food stock, training staff, maintaining food safety standards, and managing the drive-through and kitchen flow.
Why are “behind the scenes” videos popular?
Fitzgerald noted that most customers never see the preparation that happens before a store opens, making the routine “intriguing” to a general audience.
How many people work for KFC in this capacity?
Chief People Officer Michelle De Luca stated that KFC has close to 50,000 restaurant team members.
Do you think seeing the “behind the scenes” of your favorite food chain would make you more patient with staff? Let us know in the comments below or share this article with someone who works in hospitality.
For more insights into the food service industry and career growth, explore our latest reports on hospitality trends.
