WBJ: What inspired you to enter the restaurant industry, and how did you get started?
Karolina Borkowska: It wasn't inspiration, rather a coincidence and my ambitions that led me to take on opening a cool spot in Warsaw. I knew very little about running a restaurant from the beginning. In fact, I learned by doing. I developed my competencies that way. Looking back now, I see this as an advantage because I had a completely different, fresh perspective.
Can you share the story behind the name and concept of your restaurant?
My thoughts always revolved around Fort Mokotów and the greenery here. I don't know of any other place in Warsaw that creates such an atmosphere close to the city center and has so many old, preserved trees. With trees and greenery, this restaurant had to be called Gardens. The "by Fort" addition comes from Fort Mokotów. Please note that we have several names at the Fort using this word too, like Gardens by Fort, B’Fort, and Fort Photography Institute. The common denominator was Fort Mokotów, which linked together various establishments in the area. It was my idea to promote them this way.
What previous experiences or roles have most prepared you for running your own restaurant?
The business experience I gained comes from managing projects in large corporations. I approached opening the restaurant as a new project, believing that it couldn't fail. With a clear goal, selecting the right tools, and securing financing options, success was inevitable. I am a task-oriented person, and achieving the goal was only a matter of time.
What are the biggest challenges you face in day-to-day operations, and how do you overcome them?
The biggest challenge was opening a restaurant during the COVID-19 pandemic. The hospitality industry lost many good employees, making it difficult to recruit a team for a newly opened restaurant, especially when everyone feared another lockdown. Finding the right head chef was a significant challenge. The chef needed to not only cook well but also manage the team, as well as be humble enough to accept feedback. The location of the restaurant, while close to the city center, is somewhat off the beaten path. It required a lot of work and energy to find the right marketing channels to effectively promote the place.
How do you ensure consistent quality and service across all aspects of your restaurant?
This is one of the more challenging aspects of running a restaurant. Today's guests are increasingly discerning, paying attention not only to taste but also to service. Unfortunately, the role of a waiter is not treated with the same respect as it is in the West. Most people see it as a temporary job. Being aware of this, we strive to meet our employees' needs by motivating them in various ways, such as offering additional earning opportunities. We also make an effort to maintain a friendly and family-like atmosphere.
What role does technology play in your restaurant’s operations?
It is essential. We are digitalized to the extent that the industry allows. We have a very advanced control system where we monitor, among other things, sales and inventory levels. This enables us to take appropriate actions almost in real-time.
How do you manage your restaurant's finances, and what are your strategies for maintaining profitability?
Part of the answer is covered in the previous question. This also stems from my approach to work. I am someone who naturally likes to stay up-to-date with all activities impacting the business. Constant monitoring of employee costs and raw material costs, which constitute the lion's share of the company's expenses, is also natural for me.
What marketing strategies have been most effective in attracting and retaining customers?
I believe that effective management of SoMe (Social Media), which in my view is the primary channel for marketing, is crucial. Additionally, implementing unconventional strategies that stand out in the market is important. And of course, word-of-mouth marketing is invaluable, as it remains the best form of service recommendation.
What steps do you take to build and maintain your restaurant's brand identity?
Consistency in marketing and maintaining a high standard of cuisine. Guests should return knowing they enjoyed their previous visit and can expect the same high quality each time.
How do you handle customer feedback, both positive and negative?
A restaurant is fundamentally a place created for people. We always strive to meet our guests' expectations, whether in positive or negative situations, aiming to make Gardens by Fort a place they are eager to return to. Every opinion, especially negative ones, is valuable to us as it helps us continuously improve the quality of our services.
What unique elements do you incorporate into the dining experience to stand out from competitors?
We strive to avoid using semi-finished products; every ingredient is created from scratch by our Head Chef Kamil Dąbrowski.
How do you approach menu development, and what factors influence your culinary decisions?
As I mentioned earlier, seasonality is key for us. I occasionally provide some directions, but the Head Chef is the expert in his field, and I have no intention of undermining that. Of course, we organize tastings where we ultimately evaluate the dishes and share our opinions with the team, but Kamil is entirely responsible for the whole creation.
What is your signature dish, and what makes it special?
Definitely the beef tartare with Grana Padano, served in an unconventional way. I won’t reveal more, but I invite you to visit the restaurant and experience it for yourself.
What innovations or changes are you most excited about implementing in your restaurant in the near future?
Thanks to our rapid development and strong team, we provide catering services for larger events at our event space, B’Fort, as well as implement various improvements in the restaurant that make work easier for our co-workers.
Are there any sustainability practices or initiatives you’ve implemented in your restaurant?
We strive to prepare dishes in a way that minimizes product waste. For larger events, we use biodegradable tableware. Additionally, the restaurant’s garden space and the impressive B’Fort venue contribute to the "Pollinators" project with the Bee Must Be Foundation, which creates suitable conditions for insects through the planting of specific plants, as they play a crucial role in the environment. It’s also worth mentioning that we surround ourselves, inside and outside, with living plants.
If you could go back and do one thing differently, what would it be and why?
I don't think I would change anything. Every failure or small success along the way taught me lessons that helped me draw the right conclusions and use them later on. This long, challenging journey has also greatly strengthened my resilience.
Gardens by Fort – in Fort Mokotów
Władysława Szpilmana 6,
