About the Founder
I Live Between the Work Order and the People Doing the Work
Paul McCarthy, CRFP
Founder of Facilities First. Known to most people as Big Mac.
A facility manager calls with a problem.
The restaurant manager is trying to get through service. The technician needs to know what’s happening before they get there. Everybody wants it fixed, but everybody is carrying a different part of it.
That’s where I spend my days.
I’m the Director of Client Relationships at Hero Facility Services. I work between facility managers and service vendors, helping people understand what’s needed and keep their word to each other.
I’ve learned to listen for three things: what the operator needs, what the facility manager is responsible for, and what the service partner needs to do the job right.
If we miss one, somebody usually pays for it in time, frustration, or a second trip.
Why Facilities First Exists
I started Facilities First because those conversations deserve a place of their own.
We talk about the work order. But there’s a lot happening around it.
Who gave the technician the right information? Who called before the problem got worse? Who stayed involved when the first plan didn’t work?
Those things matter to the person trying to keep a location running.
Here, I share stories from the work, sit down with people across the industry, and recognize people whose effort deserves to be seen.
The newsletter, the show, and Facilities Faves are all part of that.
What You Can Expect From Me
I’m a Texan living in Florida. Faith matters to me. So does how I treat people.
I’ll ask questions. I’ll give people credit. And when I’ve learned something the hard way, I’ll tell you that too.
I believe a facility manager shouldn’t have to chase a partner for an update. I believe vendors deserve respect and the information they need to succeed. I believe you should have a backup before you need one.
I’m involved in RFMA and hold the Certified Restaurant Facility Professional credential. I’m still learning, and I want to hear from the people doing this work every day.
If you manage facilities, run a location, or take the service call, I’m glad you’re here.
Big Mac