Episoder
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In this special edition of Hospitality Hangout, recorded live at the FSTech Conference in Grapevine, Texas, Schatzy and Jimmy welcome back Phil Crawford, Global F&B Head of Adyen. As a third-time guest, Crawford brings his expertise to discuss the intersection of payments, technology, and the evolving dining experience.
Key Takeaways:
⢠Phil explains how Adyen is addressing the challenges of fragmented payment systems by unifying data to improve reconciliation, marketing personalization, and fraud prevention.
⢠Phil predicts that biometric recognition, predictive technology, and seamless payment systems will revolutionize restaurants in the next five years.
⢠Adyenâs global reach enables restaurants to meet guests' expectations across borders, delivering frictionless, tech-enabled dining experiences.
⢠Philâs reflections on tech trends â while QR codes may be fading, tap-and-go payments and data-driven menu personalization are laying the groundwork for whatâs to come.
⢠Phil emphasizes the importance of simplicity in tech adoption.
⢠Phil flips the script, asking Schatzy and Jimmy which fictional hospitality characters theyâd trade places with.
Schatzy, Jimmy, and Phil deliver laughs, surprises, and sharp insights into the evolving world of hospitality and tech through their engaging discussions and games. -
Ericâs roll as CEO of Tiki Taco shows how a clear vision, intentional technology, and community-first leadership can set the stage for growth while preserving the heart of a brand. Tiki Tacoâs story is an inspiration to other operators looking to balance innovation with authenticity.
Key Takeaways:
⢠Eric discusses his focus on creating a balanced tech stack to solve real-world challenges for guests, team members, and executive leadership.
⢠Eric talks about the pros and cons of integrated solutions versus all-in-one systems.
⢠Tiki Taco prepares to expand from its three Kansas City locations (plus a food truck), Eric talks about the importance of staying true to the brand's identity as a âtaste of home.â
⢠Tiki Tacos support to local schools, churches, and organizations with donations and sponsorships. Eric believes the key to sustainable growth is building a strong, community-oriented culture that can be replicated in new markets.
⢠Tiki Taco plans to add four to five new locations in the home market next year.
⢠The KISS Principle: Keep It Simple, Stay True
⢠Eric reflects on the importance of staying consistent with the core elements of a restaurant â
great food, great service, and a cool atmosphere.
⢠Eric asks Schatzy and Jimmy, âWhat advice would you give a CEO of an emerging restaurant brand?â
Schatzy, Jimmy, and Eric deliver laughs, surprises, and sharp insights into the ever-evolving world of hospitality and tech through games like âTech Time Warp,â âTalking Back,â âHot or Not,â and âBranded Quick Fire.â -
Brian grew up within Comcast, a multinational leader in telecommunications, entertainment, and digital solutions. As the largest internet service provider in the U.S., Comcast is redefining how technology supports businesses, including the hospitality industry.
Key Takeaways:
⢠Brian shares how Comcast Business evolved from serving small businesses to now supporting regional, national, and global companies with managed tech solutions. He discusses Comcastâs commitment to integrating smart solutions into hospitality operations, addressing critical needs like security, compliance, and operational efficiency.
⢠Brian discusses how Comcast strategically invests in companies, offering mentorship and leveraging its vast portfolio of partnerships to accelerate growth.
⢠Comcast Smart Solutions connects the dots between AI, IoT, and automation. Brian explains how platforms like MachineQ automate tasks freeing up managers to focus on guests and drive revenue.
⢠Jimmy debunks the myth of tech replacing human capital, emphasizing its role in redeploying staff to guest-focused activities.
⢠Brian unveils LetzChat, an AI-driven language translation platform that supports up to 104 languages. Originally implemented on Comcastâs residential platform, LetzChat is now transforming the restaurant industry by reducing abandonment rates and driving revenue with seamless language recognition and analytics.
⢠Brian predicts that AI will personalize guest experiences and simplify back-of-house operations in the next five years. He also discusses Comcastâs partnership with Nvidia to optimize its network backbone for latency-sensitive data transport, enhancing AI-driven communications.
⢠Breaking News: Brian announces that LetzChat and other innovative tools are officially part of Comcast Businessâs product offerings, signaling a major leap in smart solutions for the hospitality industry.
Schatzy and Jimmy bring their signature energy with games like âTech Time Warp,â âTalking Back,â and âHot or Not,â wrapping up another insightful and engaging episode. -
Drew brings the energy behind some of the most innovative tech solutions that keep our favorite restaurants running smoothly from FOH to BOH. He has a knack for staying ahead of the curve and has helped countless brands tap into the power of IoT to streamline operations, cut energy costs, and transform kitchens into high-tech hubs.
Key Takeaways:
⢠Do restaurateurs prefer to use tech-enabled convenience in dining experiences? Jimmy drops key statistics from the National Restaurant Association (NRA) report.
⢠Drew shares the importance of energy-efficient operations and reliable equipment maintenance to ensure a smoothly run restaurant, that costs are controlled, and the guest experience remains positive.
⢠Powerhouse Dynamicsâ IoT solutions allow restaurants to maximize operational efficiency, minimize downtime, and save on maintenance costs by providing real-time visibility and control over critical equipment across large networks of locations.
⢠How the use of connected technology enhances operational reliability, reduces downtime, and optimizes performance for both large brands like Arbyâs and individual operators.
⢠Drew predicts a massive increase in connected equipment technology in the restaurant industry, primarily driven by necessity due to the technician shortage.
⢠Jimmy shares his thoughts on what the next big trend or âpushâ will be for the restaurant industry in the segment, âTalking Backâ
Drew, Schatzy, and Jimmy join in on some fun and engaging games like âEnergy Time Machineâ, "What's Hot and Not, and Branded Quickfire.â -
Chris shares his experience in marketing leadership at Hard Rock CafĂŠ and Cracker Barrel, which led to him spearheading one of the fastest-growing full-service restaurants in the U.S. His story is a testament to the value of innovative leadership, effective branding, and employee well-being in creating a unique work-life balance within the competitive restaurant industry.
Key Takeaways:
⢠Chris discusses how his background as a former Chief Marketing Officer shaped his leadership style and brought the voice of the consumer into the boardroom.
⢠Chris shares how First Watch strategically adopted technology, from Kitchen Display Systems (KDS) to online waitlist management, without compromising the personal touch that defines the brand.
⢠Chris touches on First Watchâs "We Hear You" initiative, where leadership connects directly with employees to gather feedback, understand challenges, and continuously improve the work environment.
⢠First Watch has over 500 locations â Chris talks about the importance of tenure, employee engagement, and maintaining high operational standards.
⢠First Watch has unique operational hours (closing by mid-afternoon) foster a healthy work-life balance, helping attract and retain top talent in the industry.
⢠Chris recounts his iconic Y2K marketing campaign that "owned" Times Square, a move that made waves and even sparked unexpected interactions with rock legend Keith Richards.
⢠Chris reflects on the âeveryone out of the poolâ meetingsâ open forums for brainstorming strategies to influence creative problem-solving and flexibility within the leadership team.Schatzy, Jimmy, and Chris jump into "Trivia Tuesday", "Hot or Not", and "Branded Quick-fire," where Chris shares his thoughts on hospitality trends, and the trio buzz around tech, operations, and leadership.
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Scott Snyder has steered Bad Ass Coffee of Hawaii from a quiet brand into an industry force, blending authentic Hawaiian coffee culture with a modern approach to coffee. From his early career in healthcare and hardware to leading a coffee revolution, Scottâs journey is an inspiring story of reinvention and resilience. He opens up about relaunching the brand during the pandemicâon none other than Friday the 13thâand how that bold decision has paid off. Now with stores across the mainland, Bad Ass Coffee is rapidly expanding with a focus on authenticity and community, epitomized by its Hawaiian roots.
Scott explains how Bad Ass Coffee stands out in the ultra-competitive coffee landscape by offering premium, third-wave quality coffee in a way that feels approachable to a wide audience. Whether it's through their "Mana" energy drink or signature Hawaiian blends, the brand stays true to its mission of delivering aloha with every cup.
Key Takeaways
Scott shares how the relaunch in March 2020 was a turning point for Bad Ass Coffee, highlighting the importance of staying true to its Hawaiian heritage while embracing a forward-thinking business strategy.Scott delves into Bad Ass Coffeeâs focus on creating a two-and-a-half wave experience, blending third-wave quality with a diverse, approachable menu designed for a variety of tastes and day parts.Jimmy and Scott discuss the power of local franchisees, with Scott emphasizing how franchisees help maintain a personalized experience that larger, corporate coffee brands often lack.Scott explains the success of Bad Ass Coffeeâs subscription services, describing them as a key growth area as consumers increasingly value convenience without sacrificing quality.In the "Talking Back" segment, Scott asks Jimmy and Schatzy about their go-to coffee shops and how those experiences shape their expectations for a great cup of joe.Breaking News! Bad Ass Coffee is set to open its first New Jersey location in Hackensack next month, marking a significant milestone in its expansion plan.The brandâs first-ever franchisee convention will be held in Denver next month, aimed at building alignment across its growing network of franchisees.Jimmy and Schatzy also enjoy some lighthearted moments, including their favorite segment âBranded Quick-Fire,â where Scott weighs in on trends like TikTok-inspired drinks, coffee subscriptions, and plant-based milk alternatives.
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With a passion for personalized hospitality and a strategic eye for marketing, Julie leads a brand that merges premium quality with accessibility. Her experiences, enriched by years in diverse industries, has shaped her belief that connecting with guests on a personal level creates lasting loyalty. At Tazikiâs Mediterranean CafĂŠ, itâs not just about serving mealsâitâs about offering an elevated fast-casual experience where every guest feels known and valued. Julieâs focus on creating these meaningful connections, combined with Tazikiâs commitment to fresh, high-quality ingredients, is helping to build a brand that thrives on authenticity and hospitality.
Key Takeaways:
⢠Julie touches on Tazikiâs focus on personal connections as a core part of their customer loyalty and brand identity.
⢠Julie explains that the premium products offered at Tazikiâs are unique and cannot easily be found elsewhere for the same price point. This is an important value propositionâcustomers are getting high-quality, fresh ingredients that are typically found in more expensive full-service restaurants but at a competitive price.
⢠Jimmy emphasizes that despite the focus on tech, the heart of the restaurant industry remains the same â food, beverages, people, and hospitality. He makes the point that technology should enhance these elements but not replace them.
⢠Julie discusses how the industry is moving toward personalized marketing, where brands engage with customers in a way tailored to their preferences and habits. She describes personalized marketing as Tazikiâs "North Star"âtheir long-term goal to stay competitive by meeting customers where they are.
⢠Breaking News: Tazikiâs is set to open its first store in Detroit in November, marking its entry into a new market. Additionally, a new franchise group has signed on in San Antonio, Texas, signaling further expansion in the state, following recent openings in Texarkana and Dallas.
⢠In the "Talking Back" segment, Julie asks Jimmy and Schatzy to reflect on their biggest failure and the lessons theyâve learned.
Jimmy, Shatzy, and Julie jump into discussions like âBranded Qucik-fireâ and other fun and engaging games. -
With a heart for innovation and a mind for leadership, Maria leads a brand that values simplicity yet delivers big on flavor. Her journey, shaped by her time at Disney and other industry giants, has instilled in her the belief that even the smallest details matter. Smalls Sliders isnât just about burgersâitâs about crafting moments of joy and creating a space where each bite reminds you that greatness comes in small packages, building a successful brand one slider at a time.
Key Takeaways:
⢠Maria's leadership in the restaurant industry showcases the rising influence of women in top roles. She serves as a role model for aspiring female leaders.
⢠Maria shares her early Quick Service Restaurant (QSR) experience and the knowledge she gained while working at Disney. She believes the skills she developed significantly shaped her leadership style, particularly her focus on customer satisfaction and operational excellence, which she now applies at Small Sliders.
⢠Will restaurants shrink in size in the future? Small Sliders is already ahead of the curve with its innovative 750-square- foot, compact restaurant model.
⢠Small Sliders is standing out in a highly competitive market by carving out a niche and focusing on their unique approach. They prioritize delivering a great product in a fast, clean, and fun environment, complemented by exceptional hospitality.
⢠Smalls Sliders proves that being small doesnât mean you can't play big. With tiny burgers packing huge flavor, this brand is hitting home runs in the fast-casual market.
⢠Maria offers a valuable perspective on her leadership style, focusing on the balance between empathy and accountability. She explains that building a brand from the ground up requires discipline, vulnerability, and a commitment to continuous learning.
⢠"The B-list is about the good people doing good things in the industry we love." Maria expresses her curiosity about why they chose to feature her and the brand so early on, asking the hosts about their "B-List" during the âTalking Backâ segment.Schatzy, Jimmy, and Maria dive into segments like "What's Hot and Not" and "Branded Quick-fire," where Maria offers clear insights on industry trends, while Jimmy's connectivity steps out of the conversation.
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Jennifer isnât just shaking things up, sheâs squeezing every drop of her expertise into a brand focused on health and wellness. She has learned that a solid brand, like a great smoothie, is all about authenticity - with a dash of rock star flair and a whole lot of heart, Jenniferâs serving up nutrient-rich goodness, one delicious sip at a time.
Key Takeaways:
⢠"Fueling yourself, not fooling yourself" â Jennifer discusses Main Squeezeâs fresh approach, focusing on cold-pressed, raw juice, smoothies, acai bowls, and plant-based foods, with a distinct emphasis on health. She shares a breakdown of ingredients with no added sugar, fillers, or artificial sweeteners, treating customers to a menu thatâs not only refreshing but healthy and clean.
⢠The brand remains true to its juice, offering products that customers can trust, keeping Main Squeeze Juice ahead of the competition.
⢠Jennifer shares excitement about the companyâs growth, including a new protein smoothie line launching on September 18th, featuring 20 grams of protein per smoothie, along with superfood add-ins for customization.
⢠Main Squeeze Juice continues to adapt to customer demand by exploring new wellness trends, such as CBD-infused products.
⢠Jennifer believes in âserving it forward.â Her leadership style is about empowering franchise owners and her team, helping them succeed and thrive. She sees franchise owners as the true chefs, while her role is to clear the prep station and let their passion cook. Jennifer believes that when people align with their purpose, itâs like "letting the genie out of the bottle"âor the secret ingredient in a winning recipe.
⢠Main Squeeze Juice is setting the table for growth, positioning itself as a key player in the juice and plant-based food market. With new stores on the horizon, theyâre cooking up plans to expand their fresh offerings.Jennifer, Schatzy, and Jimmy keep the energy high with lively segments like "What's Hot and Not" and the rapid-fire fun of "Branded Quick-fire," serving up laughs and insights you wonât want to miss.
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As head of the Upward Projects Restaurant Group, Bailey steers five brands and 30 restaurants toward profit, success, and good experiences. In her conversation with Jimmy and Schatzy at CREATE, the trio discusses how Bailey got into the restaurant industry and some of the lessons learned as an emerging restauranteur. They also chat about working in the restaurant industries and the particular joy the environments can produce, including a story about encountering Jimmy Buffet while working as a bartender in Nantucket.
Listen to this episode to learn Baileyâs secrets to success with engaging with your hospitality team, navigating not having all the answers, and figuring out communication preferences in an age of chat bots.
Key Takeaways
â How Lauren got into the restaurant industry, P.F. Changs and No-Doz
â Laurenâs lessons learned as an emerging restauranteur
â Navigating the exhilarating adventure of managing 30 restaurants and 5 unique brands.
â Laurenâs hands-on approach to working with her restaurant teams, drawing from her experience in every role.
â Behind-the-scenes peek: What happens when Lauren tries her hand at âUndercover Bossâ in her own restaurants.
â A playful test of camaraderie: Lauren challenges Schatzy and Jimmyâs knowledge of each other.
â Unpacking the nuances of hospitality and communication preferences in an era where restaurants donât just answer the phones.
â The tech-driven side of restaurant communications -
Chip Wade shares his inspiring journey from Dunkin' Donuts to becoming a CEO, highlighting the significant upward mobility within the hospitality industry and how it can represent the American dream. Chip brings a wealth of experience in the hospitality industry sharing insights into his journey and the dynamic nature of fine dining.
Key Takeaways:
⢠Breaking News: Daily Provisions is expanding with its sixth location on the Upper East Side of New York City. This location is part of a broader expansion, with three more locations under construction, including sites at Rockefeller Center, Brookfield Place, and Jersey City.
⢠Daily Provisions' appeal to a younger demographic that visits multiple times a day, praising the brand's elevated hospitality and service despite its small, grab-and-go format.
⢠Chip talks about the challenges that led to the implementation of the "hospitality included" model - key issues such as foreign guests not accustomed to tipping and the disparity in wage increases between front-of-house and culinary staff due to annual menu price hikes.
⢠Chip explains that after implementing the HI model many experienced servers left because they preferred to bet on themselves through tips rather than rely on a fixed service charge and how guests struggled to understand the higher menu prices without tipping.
⢠Union Square Hospitality Group closed its locations and the reopening during the COVID-19 pandemic â the group returning to a tipping model in mid-2020
⢠Chip and hosts discuss resolution to the challenges of tipping culture in the U.S. and its impact on staff wages and the inequality between front and back-of-house staff. They believe this issue requires collaboration among industry leaders and government intervention to address labor laws and industry standards.
⢠The hosts and Chip mention how the industry is often seen as a temporary gig rather than a long-term career. They discuss efforts to change this perception, emphasizing the importance of reshaping the narrative around hospitality as a viable and fulfilling career path.
⢠Changing the perception of hospitality - a viable and rewarding career path.
⢠Over the past three and a half years, Chip discusses an over $4 million tech investment on software and hardware, implementing tools like UKG and Seven Shifts.
Chip, Schatzy, and Jimmy join in with fun segments like "What's Hot and Not," "The Spice is Right," "Branded Quickfire," and "Trivia Tuesday." -
During the conversation, Willmarth discussed his background and passion for leadership and airplanes. Having served in the Navy as a pilot, he transitioned into business leadership and marketing, eventually finding his love for the restaurant industry. Willmarth had worked with renowned brands such as Frito-Lay, Chili's, and Pizza Hut before joining MOOYAH. Willmarth shared his admiration for the restaurant business, emphasizing its ability to bring people together over food and help individuals become entrepreneurs, reflecting the core values of the American dream.
The episode also highlighted MOOYAH's new franchise owner incentive program, aimed at driving growth. Franchisees who signed agreements and leases in 2023 would receive three years of royalty relief and additional corporate support to ensure a strong launch. Willmarth expressed the importance of supporting new franchise owners and helping them achieve their dreams of business ownership. The program also includes matching the franchisees' marketing investment to ensure a successful start and create a strong customer base.
Another exciting development discussed in the episode was MOOYAH's relaunched app. The new loyalty framework provides an improved ordering experience and rewards customers with free food. Willmarth explained that the focus is on making the ordering process easier and faster through intuitive and visually appealing technology. The shift to a food-based loyalty program aligns with customers' desire for free food and enhances their overall experience.
Regarding technology, Willmarth shared MOOYAH's approach of being tech-forward but not an innovator. They strive to be fast followers, adopting proven ROI solutions and leveraging technology as an enabler rather than the primary focus. The ultimate goal remains to deliver high-quality food and a great customer experience. The hosts appreciated MOOYAH's commitment to prioritizing the food and leveraging technology to enhance operations and customer satisfaction.
Willmarth emphasized the importance of customization, allowing customers to create their unique burger experience based on their preferences. The restaurant's focus on high-quality ingredients, handcrafted processes, and the complementary offerings of fries and shakes all contribute to the mouthful of awesomeness that MOOYAH aims to deliver.
The latest episode of featured an informative conversation with Doug Willmarth, President at MOOYAH Burgers, Fries, and Shakes. They discussed the restaurant's commitment to quality, customization, and providing a safe and enjoyable dining experience for its loyal fans. To hear âTrivia Tuesdayâ and the âBranded Quickfireâ answers tune into this episode.
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Noah has been a driving force in revolutionizing the restaurant industry through technology. With a background in Political Science from Yale and early career experiences ranging from service stations to tech startups, Noah launched Olo to streamline digital ordering and delivery for restaurants. Under his leadership, Olo has become a leader in hospitality tech, empowering restaurants to integrate both digital and traditional payment systems, enhancing customer experiences and operational efficiency.
Key Takeaways:
⢠Breaking news: Olo, a leading provider of digital ordering and delivery solutions, expands by introducing card-present payment processing through Olo Pay.
⢠Noah discusses leveraging data to increase restaurant sales â collecting detailed information from every transaction, Olo helps restaurants understand their consumersâ preferences allowing personalized marketing efforts tailored to individual guestsâ tastes, driving higher engagement and increased sales.
⢠Noah, Jimmy, and Schatzy talk about how a majority of restaurant transactions still occur through traditional, in-person methods, despite the industryâs ongoing digital transformation. Noah shares how Oloâs integration of, âthe old fashioned wayâ with digital payment allows operators to maintain their personal touch while leveraging modern technology to personalize and enhance guestsâ experiences.
⢠"Just getting out of the dugoutâ â Noah describes the industry as being in the early stages of embracing digital transformation.
⢠The focus on data-driven decisions â According to Noah, restaurants that are "winning" are those leveraging data to drive traffic in a profitable way.
⢠Noah addresses the dilemma in the restaurant tech industry of whether to develop solutions in-house or to partner with established vendors.
⢠Noah explains that leveraging existing technology platforms while building unique, differentiated feathers can create something truly special and impactful â the "true magic" lies in tailored experiences that resonate with guests and set the brand apart.
⢠Olo goes public marking a significant milestone â Oloâs IPO provides the financial stability and transparency needed to support large-scale partnerships and further innovation.In âTalking Backâ, Noah asks Jimmy and Schatzy to share a time when they experienced genuine hospitality at a restaurant.
Noah, Schatzy, and Jimmy step up to the plate for an engaging session with games likeâ Whatâs Hot and Notâ, âThe Spice is Rightâ, âBranded Quick-fireâ and âTrivia Tuesdayâ. -
Perry talks about recently receiving the prestigious IFMA Oberkfell Award and what it means to be recognized for his leadership and impact. He also reveals that he will soon retire after an impressive 30 years at NestlĂŠ! Perry provides insights into NestlĂŠ Professionalâs innovative efforts to embrace technology and better serve operators and consumers as he emphasizes the importance of understanding operatorsâ needs and leading the industry forward during a time of rapid change.
Key Takeaways:
Live from Pepsi Studios at the International Food Manufacturing Associationâs Presidentâs Conference in Scottsdale, Arizona.
Introducing Perry Miele, President and CEO of NestlĂŠ. Perry talks about his path to 30 years at NestlĂŠ and a passion for the food industry
Perry awarded the IFMAâs Oberkfell Award for leadership and impact
Highlights include âMaking more possible,â embracing robotics, and using AI to drive traffic and profitability.
How NestlĂŠ is using AI to help operators drive traffic and their bottom line. Innovations inspired by the COVID pandemic.
Breaking news: Perry announces retirement after three decades at NestlĂŠ, sharing plans to stay involved in the hospitality industry. -
Johnâs first job as a dishwasher at Au Bon Pain nurtured his relationship within hospitality eventually leading him to Cornell University School of Hotel Administration. John furthered his career in the hospitality industry by opening up his first restaurant, Gin Lane, in Manhattan and then later founding the original Scarpetta and LDV Hospitality bringing La Dolce Vita around the globe.
Key Takeaways:
⢠Scarpetta an Italian restaurant, opened in New York 16 years ago, â⌠it was really game-changing what you did with an Italian restaurantâthe coolness, the hipness, the great food, the whole thing.â
⢠John shares Scarpettaâs expansion to major cities like Las Vegas, Philadelphia, and international locations including London, Doha, Tokyo, and Rome. John discusses the importance of adapting each restaurant to its local market.
⢠Breaking News: LDV Hospitality plans to open new Scarpetta locations after three years of focusing on international growth while maintaining its unique appeal in different markets.
⢠John shares a family anecdote about "Good Time Charlie," a bar located on the rooftop at Scarpetta NYC
⢠Schatzy and Jimmy explore the resilience of New York City's restaurant scene, particularly during the challenging times of the COVID-19 pandemic. They discuss the unique characteristics that make certain neighborhoods thrive (office-dense vs. mixed-use) and discuss the importance of community.
⢠The Pareto Principle (80-20 Rule) in hospitality management.
⢠The lifestyle and personalized service at LDV Hospitality, including the use of CRM platforms like SevenRooms to enhance guest experiences and the significance of creating a seamless and integrated guest experience at properties like The Maidstone Hotel, where every detail contributes to a unified and memorable stay.
⢠Talking Back: John poses a thoughtful and somewhat romantic question to Schatzy and Jimmy asking them to imagine their ultimate last day in New York City before retiring, detailing what their perfect dining and social itinerary would look like.Listen in as John, Schatzy, and Jimmy entertain the audience with fun segments like, âWhatâs Hot and Notâ, âName that Recipeâ, âBranded Quick Fireâ, and âTrivia Tuesdayâ.
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Gregory shares how he built his brand on the foundation of family values and entrepreneurial grit. Following his passion for coffee, he launched his first cafĂŠ in New York City in 2006 - with a focus on quality, innovation, and authentic customer experiences, Gregory's Coffee has grown into a beloved chain that still carries the heart and soul of a family business.
Key Takeaways:
⢠Schatzy and Jimmy touch on Toast Point of Sale (POS) system. A user-friendly and highly recommended POS system for restaurants, referring to it as the "Apple of point of sale.â
⢠Brewing up some grounds-breaking news: Gregory's Coffee is expanding nationwide with Simon Property Group.
⢠Gregory discusses the new partnership with Simon Property Group and the opening of 15 stores in key mall locations, including Southern California, Washington state, Texas, Florida, and Pennsylvania - "They were looking for a brand that they thought could play well across the country, not a regional player, not too niche, something that could be catering to, you know, high-end boutique, you know, type of concept."
⢠Jimmy recognizes a strategic and fitting collaboration, as Simon is actively working to enhance the mall experience by integrating food and beverage (F&B) options to attract customers back into physical retail spaces.
⢠Gregory discusses leveraging technology like Chowly and Toast to enhance their delivery services, making the process more seamless and efficient both for their team and customers. Jimmy touches on the importance of "return on timeâ, and asks about the role of AI and automation in Gregory's Coffee's operations. Does Gregory envision a future where robots could be brewing coffee?
⢠Committed to innovation, authenticity, and creating unique, high-quality products helps Gregoryâs Coffee stand out in a crowded market.
⢠Gregory talks about "passion and grit" as Gregory's Coffee expands and his hands-on approach, ensuring that every new store opening embodies the same energy and authenticity that started the business.
⢠In "Talking Back," Gregory flips the script, asking Schatzy and Jimmy about their current interests and focus within the intersection of technology, investing, and hospitality. Gregory mentions Steve L's work with "kernel and flippers", asking them what is exciting them the most in this rapidly evolving industry.Gregory, Schatzy, and Jimmy enjoy a lively session with games like "Whatâs Hot and Not," "The Spice is Right," and "Trivia Tuesdayâ.
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In the latest episode of "Hospitality Hangout", industry insiders are treated to an enlightening conversation as hosts Michael Schatzberg, fondly known as "The Restaurant Guy", and Jimmy Frischling, dubbed "The Finance Guy", sit down with G.J. Hart. Currently at the helm of Red Robin as President, CEO, and Director, Hart's journey from the Netherlands to leading a renowned American food brand is nothing short of inspiring.
G.J. Hart: From Immigrant Dreams to Restaurant Reality
Arriving in the U.S. in 1963 with dreams of freedom, Hart's initial foray into the hospitality industry was with Howard Johnson's, toggling roles from a dishwasher to a short-order cook. His professional odyssey then took a detour into the poultry business, helping fund his college education. A move to New Orleans saw Hart working under Al Copeland of Popeye's fame, subsequently partnering with Texas Roadhouse's founder, which they took public.
Though Hart dabbled in the idea of retirement, his passion was unwavering. Drawn back to the restaurant cosmos, he took the reins at Red Robin, a brand he had admired for decades.
Revitalizing a Legacy: The North Star Comeback Plan
For over half a century, Red Robin has remained etched in the minds of patrons for its family-centric aura, captivating ambiance, and mouth-watering meals at fair prices. Under Hart's stewardship, the "North Star Comeback Plan" was birthed, aiming to rejuvenate the brand by emphasizing its time-honored attributes. In a span of just 12 months, Red Robin, with Hart's vision and a spirited team, witnessed commendable growth and resurgence.
Leadership: A Game of Authenticity
Hart, with his rich tapestry of experiences, extols the virtue of authenticity in leadership. He advocates for genuine concern for staff and believes that constructing a robust team in a conducive environment is pivotal. This episode offers listeners an intimate look into Hart's life, his strategic leadership methods, the essence of brand identity, and most importantly, his dream for Red Robin's future.
The Core: People and Food
Despite the tsunami of tech advancements swamping the restaurant industry, Hart, along with Schatzberg and Frischling, concurs that the core of the business is, and should always be, about people and the food. While technology acts as a facilitator, enhancing the guest experience, the culinary journey must remain at the forefront.
A Personal Touch to the Conversation
Rounding off the episode, in a jovial segment, Hart turns the tables by posing a personal question to the hosts, revealing their camaraderie and offering listeners a glimpse into their dynamic rapport.
In essence, this episode of "Hospitality Hangout" is a testament to the fact that while the restaurant landscape is continuously evolving with tech innovations, the heart and soul remain in the people and the dishes they serve.
Tune in to "Hospitality Hangout" for this and more episodes, as it continues to engage, enlighten, and entertain those in the hospitality and foodservice sector.
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Scottâs journey into marketing began at PepsiCo, where he led many successful initiatives, and now brings twenty-one plus years of a strong, innovative, and consumer-focused approach to marketing and he plays a leading role in establishing key partnerships and developing effective marketing strategies, connecting the company's brands with the food service industry. With a degree in English from Tufts University, Scottâs early career included experiences as a dishwasher, an experience that gave him valuable insights into the foodservice industry. Scottâs time in Thailand, as part of his extensive international career, involved marketing and brand management, significantly broadened his perspective on global markets and consumer preferences.
Key Takeaways:
⢠Scott discusses PepsiCoâs dedication to innovation and creativity, despite the increasing role of automation in their business. The company's success lies in its ability to understand and respond to consumer needs, creating culturally relevant products that resonate with customers and drive brand loyalty.
⢠Scott talks about projects like Pepsi Pineapple, a collaboration with Little Caesars, and Mountain Dew Baja Blast, which is celebrating its 20th anniversary this August.
⢠PepsiCoâs strategic marketing initiatives ensure that they remain on the forefront of trends like zero sugar, flavor exploration, and value-oriented promotions. Scott touches on PepsiCoâs partnership with Jersey Mike's and Fanatics.
⢠Scott praises the companyâs strong R&D capabilities that enable the creation of unique, flavorful, and innovative products that meet evolving consumer taste.
⢠Consumer Reach: In the US about 2 billion people annually consume a Pepsi product with food. This number underscores the vast market penetration and the influence of Pepsi in the dining experience.
⢠PepsiCo is launching a program called "Local Eats" aimed at celebrating local restaurants and the unique reasons people visit them. This initiative focuses on the significance of these restaurants in people's lives and communities.
⢠Through crafted beverages and unique food collaborations, PepsiCo continues to provide joyful and indulgent experiences that resonate with their audience.
⢠Hot Takes: Scott shakes up the conversation with insights into trends like Gen Z consumers and sustainable packaging. He introduces the concept of the three V's (Visibility, Variety, Value) as essential for optimizing the user experience in digital menus, and discusses PepsiCo's initiatives, such as the Menu Pro tool.
Enjoy the lively interaction between guest and hosts through segments like âTalking Back,â where the hosts and Scott blend personal reflections and shared experiences, discussing childhood dreams and the paths they've taken and other featured games like âThe Spice is Right,â âBranded Quick Fire,â and âTrivia Tuesday.â -
Lisa attended Michigan State University, where she completed her undergraduate studies and later earned a Masterâs degree in Food Safety. Her academic focus laid a solid foundation for her career in the industry. At Ecolab, she is known for her data-driven approach to improving food safety practices and has extensive experience across various prominent food and beverage companies, highlighting her expertise in the field. Her role ensures that Ecolab remains a leader in providing innovative solutions for food safety, supporting restaurants, hotels, and other food service establishments in maintaining high standards of cleanliness and hygiene. Lisaâs career is defined by her dedication to enhancing food safety and public health.
Key Takeaways:
Ecolab is described as a gold standard in the hospitality and food service industry, particularly for their behind-the-scenes contributions, including water safety, hygiene, infection prevention, and overall food safety.Lisa elaborates on Ecolabâs efforts to build trust in the industry by ensuring that their products are easy to use, efficient, and meet regulatory standards globally.Lisa emphasizes Ecolab's significant role in the restaurant industry, focusing on innovation, data-driven insights, and comprehensive solutions to enhance food safety and operational efficiency.Ecolab's comprehensive approach to enhancing food safety in the restaurant industry includes advanced technology, robust training programs, and a strong focus on building a culture of safety.EcoSure, a notable program offered by Ecolab, includes assessment tools to evaluate food safety culture within organizations. This program helps businesses understand how associates, team members, or partners view food safety and how the organization is addressing it. The EcoSure program involves using data to make plans for improvement and build a strong food safety culture within the organization.Lisa shares statistics on foodborne illnesses, highlighting the importance of stringent food safety practices.Talking Back: The hosts express their admiration for Ecolab's innovative products and services, highlighting the company's significant impact on the restaurant industry's safety and efficiency.Enjoy engaging segments like âWhatâs Hot and Not,â where the latest industry trends are discussed, âBranded Quick Fire,â which provides rapid-fire insights into key topics, and âTrivia Tuesday,â a fun and informative game that tests your insight on guests.
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In today's episode of Hospitality Hangout, Michael Schatzberg âThe Restaurant Guyâ and Jimmy Frischling âThe Finance Guyâ are joined by James Vitrano, Chief Executive Officer of SucrĂŠ.
They discuss James' background, from his early ambitions to getting into the restaurant industry and working for major chains like Ruby Tuesday's. They talk about his current role as CEO of SucrĂŠ, a high-end New Orleans-inspired dessert chain that he and his partners acquired and are now focused on growing. The three discuss topics such as franchising models, use of technology in restaurants, what's right and wrong with the hospitality industry, along with James' vision for bringing SucrĂŠ to new markets.
Key Takeaways:
[00:08 - 03:19] Live from ICR Conference in Orlando Florida, introducing a conversation with James Vitrano, CEO of SucrĂŠ
[03:20 - 04:44] Two Truths and a Lie
[04:56 - 06:26] James talks about his background and journey, buying SucrĂŠ and becoming its CEO. The original New Orleans patisserie, originally founded by Joel Dondis
[06:27 - 10:40] SucrĂŠ is opening up its 15th store, and reflecting on James' background at Louisiana Tech with an interest in pursuing law, but going into hospitality with Noah Restaurant Group, Ruby Tuesdays, among others
[10:04 - 10:40] Ruby Tuesdays and being head of international, that taking James to Iceland, Romania, and Guam
[10:42 - 13:37] Jimmy gives background on the fragmented nature of food service and hospitality, and asks James about leveraging tech. Thinking about the "tech stack"
[13:42 - 15:42] Engagement, opportunity, and an explosion of software solutions. NOLA as a unique market.
[15:52 - 16:38] New Orleans fusion of culture and heritage
[16:39 - 19:18] Learning franchising and taking Noah's Bagels from 7 stores to 2 million. Currently focusing on corporate franchising.
[19:47 - 22:17] Talking Back â How Jimmy and Schatzy met
[22:17 - 24:54] Talking Back follow up â What's right with the hospitality industry?
[24:54 - 27:16] Talking back part three â what's missing in the hospitality industry and needs fixing?
[27:23 - 29:38] The Spice is Right â Disney World edition, the price of Chef Mickey character breakfast buffet
[29:38 - 32:35] Trivia Tuesday answers
[32:35 - 36:38] Branded Quickfire â Orlando edition - Se mer
