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Kevin Bazner reflects on his middle-class upbringing, where he learned early on that hard work was the motivator behind his achievements. Kevin started in the industry at just 14 years old as a dishwasher, Kevin’s story—rising to CEO and Chairman of a brand with over a century of history—stands as a testament to hard work, perseverance, and respect for every role in the business.
Key Takeaways:
• Kevin’s respect for dishwashers and the invaluable lessons learned from working his way up in the restaurant industry.
• A&W’s marketing strategy presents the brand’s history and traditions in a way that feels both genuine and authentic – offering uniqueness, flavor, authenticity, and experimentation to the Gen Z generation.
• How is A&W recreating the classic drive-in nostalgia at the 80% of locations where the traditional format no longer exists?
• Kevin talks beverage strategy, sharing the reimagining of A&W’s original, freshly made craft root beer into trends like dirty sodas, energy drinks, and cold brew.
• A&W is mixing modern tech with classic hospitality, from kiosks in the U.S. to 90% self-ordering in Asia, all while keeping its Americana charm alive. Kevin shares how they’re catching up and standing out.
• Hot takes: Kevin Bazner discusses the craft mocktail trend, Gen Z’s love for Instagrammable beverages, and how A&W’s 105-year-old classic frosty root beer is staying cool in a modern world.Plus, “Trivia Tuesday”, quick fire questions, and a Pretzel Party Pack price showdown. Thank you for joining us on Hospitality Hangout, brought to you by Branded Hospitality Ventures. Join us next time for more conversations with the leaders and innovators driving what’s next in hospitality.
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Jonathan talks about his days as a hungry college student struggling to find quick, healthy, and affordable meals. He and his friends, frustrated by hunger pangs and the lack of unprocessed, affordable options, discovered a dream to create sustainable, consistent, and delicious food that people could trust. He shares the philosophy of blending art and science, fueled by a culture of innovation. Sweetgreen's vision ensures that growth strengthens purpose, and for Jonathan, this isn't just a strategy—it's the soul of the company, bringing people back to real food.
Key Takeaways:
• Sweetgreen’s vision – a balance of convenience, flavor, and well-being in the fast-casual dining space.
• Jonathan shares Sweetgreen’s commitment to the perfect blend of art and science – a blend where every detail, from the smallest ingredient to the grandest vision, is infused with purpose and passion.
• With an innovation on American classics, like ripple fries made with 4 simple ingredients, Sweetgreen is the trusted haven where you can indulge in real, wholesome food.
• Breaking News: Sweetgreen’s loyalty app relaunches in 2025 with a new point-based system.
• Jonathan shares how Sweetgreen’s festivals embody the sweet life—where passion for food and purpose in community come together in unforgettable experiences.
• Sweetgreen's foundation lies in sourcing sustainably grown ingredients, fostering close relationships with regional farmers, and crafting every dish from scratch.
• Hot Takes: Jonathan Neman discusses drone delivery, fake meat, and tech-driven hospitality in fun games like “Hot or Not,” “Branded Quickfire,” and “Trivia Tuesday.”Thank you for joining us on Hospitality Hangout, brought to you by Branded Hospitality Ventures. Join us next time at the intersection of innovation, authenticity, and leadership—we invite you to stay connected for more conversations shaping the future of hospitality.
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Mario Del Pero's career shows how mentorship and dedication, combined with a clear vision, strategic partnerships, and innovative concepts like Mendocino Farms, Dom Food Group, and Neighborly, can transform the restaurant industry. His work serves as an inspiration for operators aiming to balance authenticity with growth.
Key Takeaways:
• Mario reflects on the skills he first gained from his father, who strategically reinforced his work ethic, and how working for Ron and Greg Newman at Sharkeez ultimately “changed the direction of my life."
• Mario describes Dom Food Group as a food venture studio that incubates and creates restaurant brands. His focus is on the "preschool" phase of these businesses—helping them start strong before building executive teams to guide their growth.
• Jimmy invites Mario to share his vision for the future of the virtual kitchen.
• Jimmy refers to the “impossible triangle” and asks if Mario can help solve the puzzle of balancing quality, affordability, and fair wages.
• Schatzy and Mario discuss convenience stores and grocery stores disrupting the market by offering better food quality and innovative models, challenging traditional restaurants for market share.
• Mario talks about Neighborly, an innovative concept that integrates multiple iconic dining experiences under one roof, maximizing space while offering diverse culinary options.
• Mario turns the tables by asking the hosts about the applications of artificial intelligence in the restaurant space.Schatzy, Jimmy, and Mario wrap up with fun and lively games like “Trivia Tuesday,” “What's Hot and Not,” “Branded Quickfire,” and “What's Your Uber Rating.”
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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.
• Adyen’s global reach enables restaurants to meet guests' expectations across borders, delivering frictionless, tech-enabled dining experiences.
• Phil’s reflections on tech trends – while QR codes may be fading, tap-and-go payments and data-driven menu personalization are laying the groundwork for what’s to come.
• Phil emphasizes the importance of simplicity in tech adoption.
• Phil flips the script, asking Schatzy and Jimmy which fictional hospitality characters they’d 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. -
Eric’s 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 Taco’s 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 “taste of home.”
• 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 –
great food, great service, and a cool atmosphere.
• Eric asks Schatzy and Jimmy, “What advice would you give a CEO of an emerging restaurant brand?”
Schatzy, Jimmy, and Eric deliver laughs, surprises, and sharp insights into the ever-evolving world of hospitality and tech through games like “Tech Time Warp,” “Talking Back,” “Hot or Not,” and “Branded Quick Fire.” -
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 Comcast’s 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 Comcast’s 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 Comcast’s 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 Business’s product offerings, signaling a major leap in smart solutions for the hospitality industry.
Schatzy and Jimmy bring their signature energy with games like “Tech Time Warp,” “Talking Back,” and “Hot or Not,” 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 Dynamics’ 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 Arby’s 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 “push” will be for the restaurant industry in the segment, “Talking Back”
Drew, Schatzy, and Jimmy join in on some fun and engaging games like “Energy Time Machine”, "What's Hot and Not, and Branded Quickfire.” -
Chris shares his experience in marketing leadership at Hard Rock Café 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 Watch’s "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 – 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 “everyone out of the pool” meetings— 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, Scott’s journey is an inspiring story of reinvention and resilience. He opens up about relaunching the brand during the pandemic—on none other than Friday the 13th—and 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 Coffee’s 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 Coffee’s 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 brand’s 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 “Branded Quick-Fire,” 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 Taziki’s Mediterranean Café, it’s not just about serving meals—it’s about offering an elevated fast-casual experience where every guest feels known and valued. Julie’s focus on creating these meaningful connections, combined with Taziki’s commitment to fresh, high-quality ingredients, is helping to build a brand that thrives on authenticity and hospitality.
Key Takeaways:
• Julie touches on Taziki’s focus on personal connections as a core part of their customer loyalty and brand identity.
• Julie explains that the premium products offered at Taziki’s are unique and cannot easily be found elsewhere for the same price point. This is an important value proposition—customers 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 – 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 Taziki’s "North Star"—their long-term goal to stay competitive by meeting customers where they are.
• Breaking News: Taziki’s 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 they’ve learned.
Jimmy, Shatzy, and Julie jump into discussions like “Branded Qucik-fire” 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 isn’t just about burgers—it’s 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 doesn’t 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 “Talking Back” 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 isn’t just shaking things up, she’s 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, Jennifer’s serving up nutrient-rich goodness, one delicious sip at a time.
Key Takeaways:
• "Fueling yourself, not fooling yourself" – Jennifer discusses Main Squeeze’s 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 that’s 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 company’s 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 “serving it forward.” 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, it’s like "letting the genie out of the bottle"—or 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, they’re 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 won’t 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 Bailey’s 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
– How Lauren got into the restaurant industry, P.F. Changs and No-Doz
– Lauren’s lessons learned as an emerging restauranteur
– Navigating the exhilarating adventure of managing 30 restaurants and 5 unique brands.
– Lauren’s hands-on approach to working with her restaurant teams, drawing from her experience in every role.
– Behind-the-scenes peek: What happens when Lauren tries her hand at “Undercover Boss” in her own restaurants.
– A playful test of camaraderie: Lauren challenges Schatzy and Jimmy’s knowledge of each other.
– Unpacking the nuances of hospitality and communication preferences in an era where restaurants don’t just answer the phones.
– 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 – 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 “Trivia Tuesday” and the “Branded Quickfire” 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 – collecting detailed information from every transaction, Olo helps restaurants understand their consumers’ preferences allowing personalized marketing efforts tailored to individual guests’ 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 industry’s ongoing digital transformation. Noah shares how Olo’s integration of, “the old fashioned way” with digital payment allows operators to maintain their personal touch while leveraging modern technology to personalize and enhance guests’ experiences.
• "Just getting out of the dugout” – Noah describes the industry as being in the early stages of embracing digital transformation.
• The focus on data-driven decisions – 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 – the "true magic" lies in tailored experiences that resonate with guests and set the brand apart.
• Olo goes public marking a significant milestone – Olo’s IPO provides the financial stability and transparency needed to support large-scale partnerships and further innovation.In “Talking Back”, 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 like” What’s Hot and Not”, “The Spice is Right”, “Branded Quick-fire” and “Trivia Tuesday”. -
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 Nestlé! Perry provides insights into Nestlé Professional’s innovative efforts to embrace technology and better serve operators and consumers as he emphasizes the importance of understanding operators’ needs and leading the industry forward during a time of rapid change.
Key Takeaways:
Live from Pepsi Studios at the International Food Manufacturing Association’s President’s Conference in Scottsdale, Arizona.
Introducing Perry Miele, President and CEO of Nestlé. Perry talks about his path to 30 years at Nestlé and a passion for the food industry
Perry awarded the IFMA’s Oberkfell Award for leadership and impact
Highlights include “Making more possible,” embracing robotics, and using AI to drive traffic and profitability.
How Nestlé 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 Nestlé, sharing plans to stay involved in the hospitality industry. -
John’s 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, “… it was really game-changing what you did with an Italian restaurant—the coolness, the hipness, the great food, the whole thing.”
• John shares Scarpetta’s 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, “What’s Hot and Not”, “Name that Recipe”, “Branded Quick Fire”, and “Trivia Tuesday”.
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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 café 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.”
• 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 time”, 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 Gregory’s 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 "What’s Hot and Not," "The Spice is Right," and "Trivia Tuesday”.
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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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