{"id":9877,"date":"2025-11-03T00:00:00","date_gmt":"2025-11-03T05:00:00","guid":{"rendered":"https:\/\/www.restaurantscanada.org\/menu\/leading-with-empathy-as-on-demand-dining-flourishes\/"},"modified":"2026-10-20T13:45:54","modified_gmt":"2026-10-20T17:45:54","slug":"leading-with-empathy-as-on-demand-dining-flourishes","status":"publish","type":"menu","link":"https:\/\/www.restaurantscanada.org\/fr\/menu\/leading-with-empathy-as-on-demand-dining-flourishes\/","title":{"rendered":"Leading with Empathy\u00a0\u200b\u200bas\u200b\u200b\u200b\u200b\u00a0\u200b\u200bOn-Demand Dining Flourishes\u200b\u00a0"},"content":{"rendered":"\n
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Meet\u00a0dish.<\/em>\u00a0trailblazer Stephanie Donnan,\u00a0Eastern Canada Restaurant Success Lead\u200b\u200b\u00a0at DoorDash Canada\u200b.\u200b\u00a0<\/strong><\/h3>\n\n\n\n
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Stephanie Donnan \u200bhas \u200bnever \u200bofficially \u200bclocked \u200bin for \u200ba restaurant shift, learned a wine list, or closed a kitchen \u200b\u200bdeep into the night.\u200b\u200b\u200b\u200b \u201c\u200b\u200bI never had that classic restaurant job,\u201d she admits. \u201cNo time behind the bar, no shifts waiting tables.\u201d <\/p>\n\n\n\n

What she \u200b\u200bhas had from the beginning\u200b\u200b\u200b\u200b \u200b\u200bwas a service mindset\u2014a deep belief that every role, whether in retail, events, or the non-profit world, ultimately comes down to people. \u201cI\u2019ve always been drawn to helping,\u201d she says. \u201cFiguring out what someone needs, how they operate, and how to support them.\u201d <\/p>\n\n\n\n

That instinct to listen before leading has become the throughline of her career. \u200b\u200bAs\u200b\u200b\u200b\u200b \u200b\u200bEastern Canada \u200bRestaurant Success Lead \u200bat DoorDash, Donnan leads a growing team dedicated to supporting \u200b\u200bsmall and medium-sized\u200b\u200b\u200b\u200b     \u200b\u200b\u200b\u200b \u200b\u200brestaurants across the region. Her path to this point may not have followed the traditional route through kitchens or dining rooms, but in hindsight, it\u2019s perfectly aligned. \u201cI didn\u2019t know \u200b\u200bmuch\u200b\u200b\u200b\u200b \u200b\u200babout restaurants when I started\u200b my career\u200b,\u201d she recalls. \u201cI just led with empathy. I asked questions, listened, and built relationships. That\u2019s how I learned the business\u2014and that\u2019s still how I approach it today.\u201d <\/p>\n\n\n\n

\n

I didn\u2019t know anything about restaurants when I started, I just led with empathy. I asked questions, listened, and built relationships.\u00a0That\u2019s\u00a0how I learned the business\u2014and\u00a0that\u2019s\u00a0still how I approach it today.<\/strong><\/em><\/p>\n<\/blockquote>\n\n\n\n

A Different Route<\/em> <\/h1>\n\n\n\n

When Donnan joined her first foodservice technology company, she entered a world that \u200b\u200bfelt\u200b\u200b\u200b\u200b \u200b\u200bfast-moving, high-pressure, and unfamiliar. \u201cThey were just building their account management team,\u201d she recalls. \u201cI came in with zero restaurant experience\u2014but a lot of experience in listening.\u201d <\/p>\n\n\n\n

That skill became her edge. \u201cI started from scratch,\u201d she says. \u201cNo industry language, no playbook. Just conversations\u2014hundreds of them\u2014with restaurant owners trying to make their businesses work.\u201d Through those conversations, Donnan gained a new understanding of what hospitality truly means. \u201cFrom the outside, you think of restaurants as places to eat,\u201d she says. \u201cBut from the inside, you realize they\u2019re community anchors. They\u2019re where people go to celebrate, to belong, to feel known.\u201d <\/p>\n\n\n\n

Donnan\u2019s career has often unfolded in rooms where women are the minority. \u201cI\u2019ve been the only woman in the room for most of my career,\u201d she says. One moment stands out \u200bfor her \u200bvividly. \u201cI was pregnant\u2014very pregnant, actually\u2014walking into a boardroom full of male executives. The CEO cut me off mid-presentation and turned to my male director with a question. I could\u2019ve just let him answer. But instead, I looked the CEO in the eye and said, \u2018I can actually answer that for you.\u2019 And I did.\u201d <\/p>\n\n\n\n

Now, leading a team of 16, that moment continues to guide her leadership style, and the way she works to encourage team members to be confident in expressing and advocating for themselves. \u201cIt wasn\u2019t about proving a point\u2014it was about claiming the space I\u2019d earned,\u201d she says. \u201cConfidence doesn\u2019t mean being the loudest voice in the room. It means trusting that you belong there. I encourage authenticity because that\u2019s where confidence comes from. You don\u2019t need to mimic someone else\u2019s style to be effective. You just have to show up as yourself.\u201d <\/p>\n\n\n\n

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Confidence\u00a0doesn\u2019t\u00a0mean being the loudest voice in the room. It means trusting that you belong there.<\/em><\/strong><\/p>\n<\/blockquote>\n\n\n\n

Grounded in People<\/em> <\/h1>\n\n\n\n

Donnan\u2019s team focuses on \u200b\u200bsmall\u200b\u200b\u200b\u200b \u200b\u200boperators\u2014family-owned, community-rooted, often immigrant-run restaurants whose survival depends as much on meaning as on margins. \u201cFor a lot of them, the restaurant is their life,\u201d she says. \u201cIt\u2019s their savings, their story, their way of building a future.\u201d <\/p>\n\n\n\n

That understanding shapes how her team approaches every partnership.  <\/p>\n\n\n\n

Her team acts as both advisor and advocate, helping restaurateurs integrate delivery and digital tools in ways that enhance rather than dilute their identity. \u201cWe can bring data and tools,\u201d she says, \u201cbut the human part\u2014trust\u2014is what makes it work. You can\u2019t go in thinking you know better because you have a big company behind you.\u200b \u200bYou have to approach with care. Listen first, advise second.\u201d <\/p>\n\n\n\n

One of her favourite success stories that demonstrates this approach is PAI, Chef Nuit Regular\u2019s celebrated Thai restaurant\u200b in Toro\u200bnto\u200b\u200b. \u201cPAI treats delivery as part of their hospitality experience,\u201d Donnan explains. \u201cIt\u2019s not an add-on\u2014it\u2019s integrated into how they serve their guests.\u201d <\/p>\n\n\n\n

Her connection with PAI runs deep, stretching back to a previous role before joining DoorDash. \u201cI had worked with them at a previous company,\u201d she says. \u201cSo, when they joined DoorDash last year, it felt like coming full circle. I already knew how deeply they cared about every part of the guest experience, and that makes them a dream partner.\u201d <\/p>\n\n\n\n

The relationship has since become a model for how restaurants and platforms can grow together. \u201cThey\u2019ve evolved their business and strategy to really embrace delivery as part of their core,\u201d Donnan says. \u201cThey\u2019ve built it into their brand in a way that\u2019s seamless\u2014without ever losing what they\u2019re known for, which is excellence and heart. It\u2019s a two-way relationship\u2014we share insights, but they also bring ideas to the table.\u201d <\/p>\n\n\n\n

Recently, PAI approached DoorDash with a proposal to improve the experience for Dashers\u2014\u200b\u200bindependent contractors \u200b\u200bwho connect restaurants with customers\u200b via delivery\u200b. \u201cThey asked, \u2018How can we make this better for them?\u2019\u201d Donnan says. \u201cThat kind of thinking\u2014seeing Dashers as part of the hospitality chain\u2014is rare and really inspiring. It shows how they view every touchpoint, from kitchen to customer, as part of their responsibility.\u201d <\/p>\n\n\n\n

For Donnan, that\u2019s what success looks like: collaboration built on shared values. \u201cIt\u2019s about partnership in the truest sense,\u201d she says. \u201cWhen both sides are invested in each other\u2019s success, that\u2019s when innovation actually happens.\u201d <\/p>\n\n\n\n

From Empathy to Empowerment<\/em>\u00a0<\/strong><\/h2>\n\n\n\n

When asked what separates thriving operators from the rest, Donnan doesn\u2019t hesitate. \u201cPersistence, patience, organization\u2014and heart,\u201d she says. \u201cYou can be the best cook or have the smartest business plan, but if you don\u2019t care about people, it shows. The best restaurateurs never lose sight of that.\u201d <\/p>\n\n\n\n

For Donnan, that same human-centred philosophy extends far beyond the restaurants she supports. It shapes how she leads her own team\u2014and how she advocates for women across the industry. The qualities she most admires in great operators are the same ones she tries to cultivate in her colleagues: resilience, empathy, and the courage to keep showing up. \u201cImpostor syndrome is real,\u201d she says. \u201cYou walk into a room and assume everyone else knows more than you. But mentorship changes that. Having women who challenge you and advocate for you makes all the difference.\u201d <\/p>\n\n\n\n

\n

Restaurants are built on heart. You see it every day\u2014in the people, in the work, in the stories behind every menu.\u00a0That\u2019s\u00a0what keeps me here.<\/em><\/strong><\/p>\n<\/blockquote>\n\n\n\n

\u200b\u200bOver the years, Donnan has learned that leadership isn\u2019t about hierarchy\u2014it\u2019s about reciprocity. \u201cFind those people,\u201d she says. \u201cThe ones who see your potential, who push you to grow. And when you\u2019re in a position to do it, do the same for others. Lead with empathy. Lead with authenticity. Everyone you meet in this business has a story and, if you take the time to listen, you\u2019ll always find the common ground.\u201d\u200b     \u200b\u200b <\/p>\n\n\n\n

That mindset has also shaped how Donnan navigates an industry defined by constant evolution. After years of working alongside operators, she\u2019s learned that uncertainty is the only constant. \u201cThis industry moves fast,\u201d she says. \u201cWhen I started, delivery was barely part of the conversation. Now it\u2019s essential. You can\u2019t plan for every change\u2014you just have to stay open and roll with it.\u201d  <\/p>\n\n\n\n

What keeps her in the game isn\u2019t the technology or the metrics; it\u2019s the connection. \u201cYou have to love it,\u201d she says. \u201cRestaurants are built on heart. You see it every day\u2014in the people, in the work, in the stories behind every menu. That\u2019s what keeps me here.\u201d <\/p>\n\n\n\n

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Learn more about Stephanie\u00a0<\/strong><\/h2>\n\n\n\n

Stephanie Donnan is the Eastern Canada Restaurant Success Lead at DoorDash Canada, where she helps small and medium-sized restaurants grow online and reach more customers. With nearly a decade of experience in the foodservice and hospitality industry, she brings a ground-level perspective on the challenges restaurateurs face and prides herself on building collaborative partnerships that drive long-term growth. <\/p>\n\n\n\n

Stephanie began her career in retail operations and non-profit event management before moving into restaurant technology, giving her a people-first approach that shapes her team leadership today. She holds a BA in Women\u2019s Studies from Queen\u2019s University and a Certificate in Project Management from the University of Toronto. Based in Toronto, Stephanie enjoys discovering new local restaurants and spending time with her family. <\/p>\n\n\n\n

Connect with Stephanie Do<\/strong>\u200b\u200bn<\/strong>\u200b\u200bnan<\/strong><\/a> on LinkedIn.<\/p>\n\n\n\n

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dish.<\/em><\/strong> is Restaurants Canada<\/strong>\u200b\u200b\u2019<\/strong>\u200b\u200bs bold new event and content series crafted to empower and elevate women leaders\u2014and rising stars\u2014in hospitality and foodservice.<\/strong> <\/p>\n<\/div>\n\n\n\n

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