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.

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 TakeawaysScott 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.

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.

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.

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.

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 industryPerry awarded the IFMA’s Oberkfell Award for leadership and impactHighlights 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”.

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”.

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 RealityArriving 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 PlanFor 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 AuthenticityHart, 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 FoodDespite 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 ConversationRounding 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.

Scott’s 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, Scott’s early career included experiences as a dishwasher, an experience that gave him valuable insights into the foodservice industry. Scott’s 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 PepsiCo’s 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.• PepsiCo’s strategic marketing initiatives ensure that they remain on the forefront of trends like zero sugar, flavor exploration, and value-oriented promotions. Scott touches on PepsiCo’s partnership with Jersey Mike's and Fanatics.• Scott praises the company’s 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 “Talking Back,” 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 “The Spice is Right,” “Branded Quick Fire,” and “Trivia Tuesday.”

Lisa attended Michigan State University, where she completed her undergraduate studies and later earned a Master’s 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. Lisa’s 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 Ecolab’s 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 “What’s Hot and Not,” where the latest industry trends are discussed, “Branded Quick Fire,” which provides rapid-fire insights into key topics, and “Trivia Tuesday,” a fun and informative game that tests your insight on guests.

In today's episode of Hospitality Hangout, Michael Schatzberg “The Restaurant Guy” and Jimmy Frischling “The Finance Guy” are joined by James Vitrano, Chief Executive Officer of Sucré.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 Sucré, 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 Sucré to new markets.Key Takeaways:[00:08 - 03:19] Live from ICR Conference in Orlando Florida, introducing a conversation with James Vitrano, CEO of Sucré[03:20 - 04:44] Two Truths and a Lie[04:56 - 06:26] James talks about his background and journey, buying Sucré and becoming its CEO. The original New Orleans patisserie, originally founded by Joel Dondis[06:27 - 10:40] Sucré 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 — How Jimmy and Schatzy met[22:17 - 24:54] Talking Back follow up — What's right with the hospitality industry?[24:54 - 27:16] Talking back part three — what's missing in the hospitality industry and needs fixing?[27:23 - 29:38] The Spice is Right — Disney World edition, the price of Chef Mickey character breakfast buffet[29:38 - 32:35] Trivia Tuesday answers[32:35 - 36:38] Branded Quickfire — Orlando edition

In this episode of Hospitality Hangout, Michael Schatzberg, “The Restaurant Guy,” and Jimmy Frischling, “The Finance Guy,” sit down with second-time guest Sam Bakhshandehpour, CEO of José Andrés Group.Sam started his career as a financial analyst, working with major banks such as Deutsche Bank, JP Morgan, UBS, and Bear Stearns, and has a background in real estate. He transitioned into the hospitality industry, starting with the SLS Hotel and later partnering with José Andrés through Silverstone and the Bazaar brand. His experience includes successfully integrating nightlife, dining, and hotel services to create a comprehensive guest experience. By combining his financial expertise, hospitality experience, and strategic vision, Sam has successfully guided the José Andrés Group to new heights, ensuring the brand's continued growth and excellence in the industry.Key Takeaways:• Breaking News: The José Andrés Group (JAG) is expanding its presence in the hospitality industry.• The concept of "activating the whole hotel box" involves creating a holistic experience for guests, integrating lodging, dining, and entertainment. Sam emphasizes the "trifecta" for creating a successful hospitality experience. This model ensures guests have an all-encompassing experience, leading to higher guest satisfaction and increased revenue.• The Bazaar Hotel brand draws from the successful SLS Hotel concept, where the restaurant and hotel experiences are intertwined.• Sam mentions that implementing this model has led to one of the highest-grossing restaurants in Manhattan and top room rates in the city.• Impact on the Brand: Sam discusses the strategic expansion of José Andrés Group into the media space, leveraging content to drive engagement and business growth across their restaurants and products. The brand's storytelling capabilities create engaging and informative media that promote the brand’s restaurants and products.• Is there potential for career growth in hospitality? The importance of mentorship and the value of diverse experiences within the industry.• José Andrés Group emphasizes purpose-driven work, exemplified by World Central Kitchen’s humanitarian efforts.• Sam's principle that "hospitality is a responsibility" emphasizes treating guests with respect and ensuring they have a great experience, and the mutual efforts required from both staff and guests to create exceptional experiences.• Talking Back: The hosts discuss the importance of leadership, team culture, consistency, and strategic growth in maintaining quality as a restaurant brand expands globally.Enjoy the dynamic interaction between guest and hosts as Sam plays "What’s Hot and Not," rating QR code ordering, virtual kitchens, and all-day breakfast, and other entertaining games like "Branded Quick Fire," "Name That Recipe," and "Trivia Tuesday."

Pull up a chair and grab a napkin as Greg serves a hearty helping of inspiration. Greg shares his pursuit in the hospitality industry, his insights on various market segments, and his experiences with different aspects of the business, including restaurant operations, real estate investments, and the expansion into fitness centers. From flipping burgers at McDonald's to running the show as the head honcho of the world's largest franchise operation, Greg's journey is a real-life recipe for success, highlighting the key ingredients of operational excellence, a dash of strategic diversification, and a generous portion of adapting to ever-changing market trends. So, sit back and enjoy this conversation that's sure to leave you hungry for more knowledge in the dynamic world of hospitality.Key Takeaways:• Greg leads the largest franchise operation globally, managing over 2,600 units across several iconic brands, including Applebee’s, Taco Bell, Panera, Arby’s, Pizza Hut, Wendy’s, and Planet Fitness. This massive scale and diversity in operations are unparalleled in the industry.• The Flynn Group’s emphasis on operational excellence is reflected in their numerous accolades, such as being named Pizza Hut's Franchisee of the Year and Applebee's Franchisee of the Year multiple times. Achieving these recognitions, especially as the largest franchisee, underscores their commitment to high standards and quality management.• The Flynn Group’s strategic pivot into the fitness industry with Planet Fitness is a notable diversification move. This expansion beyond traditional restaurant operations into adjacent consumer-facing businesses showcases Flynn’s innovative approach and adaptability in identifying and capitalizing on new market opportunities. Greg jokes about the Flynn Group's expansion into Planet Fitness as "vertical integration" – feeding customers at their restaurants and then slimming them down at their gyms.• The unique aspects of Flynn Properties illustrate Greg exceptional ability to diversify, innovate, and adapt in the dynamic fields of real estate and hospitality.• Greg offers a golden nugget of advice for aspiring operators and franchisees, “be an operator” first and foremost. In a highly competitive industry, excellence in hospitality trumps all. He emphasizes that it's not about the finance or buying assets but about being exceptionally good at running the operations. His perspective underscores that even with perfect timing and other strategies in place, the core of success lies in mastering the day-to-day operations and delivering unparalleled service. This advice from a proven industry leader highlights the essential focus on operational excellence as the key to thriving in the hospitality sector.Savor the flavor of engaging segments like "What’s Hot and Not," a Quickfire Round that's sure to add some zest, and the pièce de résistance, Trivia Tuesday.

In this episode of Hospitality Hangout, Michael Schatzberg, “The Restaurant Guy,” and Jimmy Frischling, “The Finance Guy,” are joined by guests Nick Bishop Jr, co-founder of Hattie B’s Hot Chicken, and Todd Williams, co-president and CFO of Hattie B’s Hot Chicken.A partnership that took flight over a few rounds of golf eventually grew into the beloved Hattie B's Hot Chicken. Nick reveals his family's 50-year legacy in the restaurant business, starting with his grandfather and continuing through his father and uncles. Todd shares his transition from accountant to partner in the restaurant. Todd emphasizes the inspiring and motivating nature of working with Nick and his father, describing them as the kind of people you want to "kick the sheets off every day for.”Key Takeaways: Origin of Hattie B's Name: Nick shares the importance of family and their passion for the restaurant industry. With a legacy spanning over 50 years, starting with his grandfather, the father-son duo eventually created Hattie B's, a name that honors multiple generations.Growing A Brand: Nick and Todd explore the power of marketing and social media. They highlight the "Shut the Cluck Up Challenge" as a fun and engaging way to involve guests. Jimmy and Shatzy attempt the challenge live, demonstrating the experiential nature of Hattie B's food and its impact on customer engagement.Hattie B's X-Factor: The incredible people behind Hattie B's drives its success. Their dedication to the mission and community ensures great food, dedicated service, and an overall exceptional experience. Todd highlights the importance of authenticity, deeply rooted in the traditional Nashville experience.Todd discusses the balance between using technology to improve operations without detracting from authenticity.Ambassadors of The Brand: Nick and Todd discuss the importance of making a positive impact in the communities where they operate.Hattie B's is rolling out its new breakfast menu at their Franklin, Tennessee location.Talking Back: The hosts explore what they believe the biggest restaurant tech trend will be in the next 3-5 years.Enjoy engaging discussions like "What’s Hot and Not," a Quickfire Round that's sure to spice things up, and other fun games that will leave you hungry for more.

In today’s episode of the Hospitality Hangout, Michael Schatzberg, “The Restaurant Guy”, and Jimmy Frischling, “The Finance Guy”, are joined by 5-time returning guest Josh Halpern, founder and CEO of Big Chicken and Beer Park.Josh narrates how he began his business and how the relationships he has fostered with shareholders like Dr. Shaquille O’Neal has become invaluable. He also delves into what it is like to own a franchise, walks us through the mindset needed to run one, and uncovers the often forgotten demographics businesses must consider serving in pursuit of success. describes what it takes to bridge the gap between coworkers from multiple generations.Key Takeaways:Breaking News: Josh Halpern’s business Big Chicken goes global with its first international location opening in the United Kingdom. Having started originally in Seattle, when Co-Op Live, Europe’s largest live music venue, opens this year, Big Chicken will be revealed. Josh shares that Big Chicken will be introduced to Canada in a similar fashion later this year. On top of this, Big Chicken will be expanding to parts of Central America where brick-and-mortar restaurants are already being built. Market Growth Strategy: Josh opens up about his strategic plan to expand globally and his mindset behind it. When franchising a business, Halpern says, you are not simply in the restaurant business, but also the franchise business. From the time he first dreamt of this idea to now global expansion, Josh has always made it known his sole business objective is a maniacal focus, meaning they are constantly optimizing their product and business model.Developing Relationships: The business relationship and friendship Josh has developed with Dr. O’Neal is one he deeply charishes and appreciates. Josh stresses the importance of finding sponsors that identify with your brand the same way Shaquille O’Neal resonated with Big Chicken, being reminded of his mother’s cooking when he was a child.Do Fathers Ever Get to Choose? Sit back and enjoy listening to Jimmy, Schatz, and Josh discuss who gets to pick where to eat out and why it’s never the father.Michael Schatzberg never fails to make guests of the podcast laugh with his playful nature and quick wit and today is no different. Enjoy as Jimmy lets him narrate Josh and his road to success with plenty of repartee to go around.You came for the entree, but stay to indulge in the best dessert the show can offer as Jimmy Frischling, “The Finance Guy”, quizzes Michael Schatzberg, “The Restaurant Guy”, in today’s episode of Trivia Tuesday.

In this episode of Hospitality Hangout, Michael Schatzberg, “The Restaurant Guy,” and Jimmy Frischling, “The Finance Guy,” are joined by two returning guests, Christi Ravneberg, Senior Director of Media Intelligence and Custom Content for Informa Connect and Joe Donnelly, President of Media and Events at Informa Connect.Christi and Joe dive into the Informa Connect intelligence platform, stirring the pot by surveying operator and retailer audiences. They whip up in-depth reports on technology, labor, and the major challenges operators are chewing over today. The guests dish out key trends from the Restaurant Tech Outlook report.Key Takeaways:· Breaking News: The release of Nation's Restaurant News' 2024 Restaurant Tech Outlook, a market leader report on the transformative tech strategies for restaurants. Ben discusses the value of the report as part of an ongoing annual effort, with plans to continue this trend with collaboration between Nation's Restaurant News and Restaurant Business, supported by the sponsor community, including QSR Automation.· Operator Confidence in Data Utilization: Christi talks about investment trends and operator behavior. She shares that operators are increasingly confident in their use of data. Digital marketing emerges as a major area of investment, with trends leaning toward more cautious and discerning investments in technology compared to previous years.· Focused Investments for ROI: Ben shares his insight on ROI (Return on Investment) and operator’s increasing focus on making pointed investments that provide clear ROI rather than adopting new technologies hastily.· Importance of Key Customer Data: The discussion highlights how business growth is dependent upon understanding the guest and aiding the experienced operator in efficiency.· Challenges and Opportunities in Tech Vendor Relationships: Christi shares data on operators' expectations for changes in their tech vendor relationships over the next year. There is a notable interest in replacing unsatisfactory tech components with better-performing ones, for example in Mergers and Acquisitions and food waste management.· Can There Be Too Much Tech? The panel debates the restaurant industry’s growing reliance on technology. Can too much tech might overshadow the heart and soul of the business? Or, does tech and AI play an essential role across operations – from boosting kitchen efficiency and reducing errors to enhancing customer engagement.

In this episode of Hospitality Hangout, Michael Schatzberg, “The Restaurant Guy,” and Jimmy Frischling, “The Finance Guy,” are joined by Zack Stein, co-founder and CEO of Supply Caddy.Zack shares his journey into hospitality, starting with his degree from Wayne Huizenga School of Business, followed by years in venture capital focusing on early-stage startups. He discovered his flavor in CPG (Consumer Packaged Goods), garnishing his experience with a passion for creative packaging. With Supply Caddy, he’s now cooking up innovative packaging solutions that are as appealing as the dishes they encase, ensuring every takeout and delivery experience is a feast for the senses.Key Takeaways:· Pandemic's Impact on Packaging: Zack discusses the launch of Supply Caddy and how the pandemic accelerated the need for innovative packaging solutions due to the rise in delivery and takeout. He explains the industry’s shift towards third-party delivery becoming a necessity for restaurant operators.· Role of Packaging in Brand Identity: Zack emphasizes creating a fun and useful way to represent the restaurant experience, with packaging now a key element of brand identity. He shares insights on how custom packaging can differentiate a brand and enhance customer satisfaction and experience.· Zack highlights Supply Caddy as a forward-thinking company at the forefront of packaging innovation, discussing potential future technological advancements such as sensors and smart packaging.· Supply Caddy’s dedication to meeting specific brand needs is showcased through their collaboration with Dave's Hot Chicken. Zack talks about maintaining food quality while enhancing the brand's appeal through innovative design.· Marketing and Branding Benefits: Custom packaging allows smaller brands to compete with larger chains by providing a unique and consistent customer experience. Creative and high-quality packaging can serve as a marketing tool, attracting attention on social media and driving customer engagement.· Talking Back: Zack asks “The Restaurant Guy” and “The Finance Guy” to share their secret ingredient in selecting winners among emerging growth brands as an operator or tech platform.Enjoy a zesty flavor of discussions with games like Word Association, Name That Recipe, Quick Fire Round, and the main course, Trivia Tuesday.

In this episode of Hospitality Hangout, Michael Schatzberg, “The Restaurant Guy,” and Jimmy Frischling, “Finance Guy”, welcome a titan of the restaurant tech industry, Ben Leventhal. Ben a co-founder of Eater, the visionary, co-founder, and former CEO of Resy, and now the co-founder and CEO of Blackbird Labs.Throughout his career, Ben has been at the forefront of technological and marketing revolutions in the restaurant industry. Ben’s journey began with Eater, a trailblazing digital media brand dedicated to food culture and enhancing dining experiences, then co-founded Resy, a consumer-facing reservation platform that revolutionized how restaurants and guests interact. Ben shares his latest venture, Blackbird Labs, shaking up the restaurant scene with cutting-edge technology and forging the future in the food service, hospitality, and restaurant industries. Key Takeaways:· Ben touches on Eater, a go-to resource for food enthusiasts, to Resy, a more seamless and efficient experience for both diners and establishments.· The evolution of content in the industry: In the early days with Eater, being quicker than print publications was a defining feature. Compelling storytelling and a strong brand narrative continue to be an enhancement to customer relationships and brand perception.· Blackbird introduces FLY, a revolutionary point system designed to create a unified rewards currency for restaurants. Blackbird empowers independent restaurants to enhance their customer experience and compete on a more level playing field with larger chains and loyalty programs.· Web3: Innovative technology helping restaurant operators scale their businesses and improve their connection with guests and other establishments while reducing transition costs. Blackbird aims to equip independent restaurants with the tools they need to understand the value of immediate and long-term customer engagement.· Ben emphasizes a key lesson from his experience - when developing software, ask restaurants to do as little as possible in terms of implementation, operations, and training.· Reducing Operational Complexity: Blackbird aims to integrate into the existing tech stack, striving to be best-in-class in what they do.· Hot Takes: Ben shares his insight on trends, from TikTok recipes to drone food delivery.· Talking Back: The “Restaurant Guy” and The “Finance Guy” share their views on the introduction of technology in the workplace.· Trivia Tuesday: Separating fact from fiction in a lighthearted battle of wits.

In this episode of Hospitality Hangout, Michael Schatzberg, “The Restaurant Guy,” and Jimmy Frischling, “The Finance Guy,” are thrilled to welcome Zachary “Schmackary” Schmahl, the Nebraska native who turned his Broadway dreams into a cookie empire right in the heart of New York City’s theatre district. Starting at 24, Zachary began experimenting with cookie recipes, combining traditional concepts with bold twists. His creations quickly caught the attention of the Broadway community, turning his side hustle into a full-time, highly acclaimed cookie business. We like it so much we invested! Schmackary’s, often referred to as the hottest show in town, not only delights the local arts scene but also ships its award-winning cookies nationwide. Key Takeaways:Schatzy breaks down the amazing story behind Schmackary’s Cookies. Kinda…Zachary Schmahl gives us his backstory, from aspiring to be an actor to working in marketing and PR. Zack tells us about his 'Aha!' moment.When the universe calls, you answer! Zachary dishes on how Schmackary's experienced phenomenal early growth, made the right choices, fostered a community, and became the Official Cookie of Broadway!Schmackary's has over 100 cookie options on the menu and continues to introduce new items. Zack shares his thoughts on limited-time offers (LTOs) and how to leverage new ideas.Schmackary’s is coming to a city near you! Zack shares insights on how to transition into a franchise model while keeping your brand special.Looking at the numbers, what is the secret ingredient behind Schmackary’s meteoric success?Talking Back: Zach asks the Restaurant Guy and the Finance Guy what they think about tipping culture and, with changing service models, what tipping should look like today?“Food Service Feud,” we asked 100 billion people what their favorite Starbucks drink is.

In this episode of Hospitality Hangout, Michael Schatzberg, “The Restaurant Guy,” and Jimmy Frischling, “Finance Guy”, are joined by Craig Dunaway COO and a member of the Board of Directors of Penn Station East Coast Subs.Craig recounts his journey, beginning as a young professional at a regional accounting firm in Indiana before venturing into the world of franchising with Papa John’s Pizza and eventually becoming a multi- unit franchisee of Papa John’s and Penn Station East Coast Subs, culminating in his current role as COO.Key Takeaways:Craig talks about his entrepreneurial journey, fueled by a shared vision with a college buddy to garner wealth through real estate. In time, fate steered them towards the owner-operator concept, resulting in Craig opening 11 Papa John’s franchises over the course of a decade.Craig’s sale of the largest Papa John’s Franchisee in Cincinnati marks a significant milestone in his career.Meeting the menu and the founder of Penn Station and finding a commonality between brands: A focus on food, the franchisee, and profitability.The triumph of adaptability over unpredictability: Attaining success through pliability during COVID. Penn Station’s swift pivot to cold sandwiches and integration with third-party delivery platforms.Post-pandemic landscape: With 80% of business takeaway now coming from off-premise dining,Penn Station responds to evolving consumer preferences as an industry attuned to guest needs through flexibility and choice.The debate between quality or convenience in an ever-evolving industry.Hot Takes: From ghost kitchens to the integration of smart kitchen appliances, Craig sheds his insight on cutting-edge trends.Trivia Tuesday: Separating fact from fiction in a lighthearted battle of wits.

In this episode of Hospitality Hangout, Michael Schatzberg, “The Restaurant Guy,” and Jimmy Frischling, “The Finance Guy,” are joined by Tracy Kim, CEO of DIG.Tracy tells us about her journey from a pre-med student at Stanford and earning her MBA at Harvard Business School and her subsequent leap into the hospitality sector, culminating in her leadership role at DIG. Fast forward, Tracy dishes out how DIG has ‘bowled over’ their audience and positioned itself as the go-to solution for lunch and dinner. Tracy also shares how DIG has used data and technology to modify their approach to capturing new audiences. Plus, why culture is more than just training and the importance of a truly dedicated team.Key Takeaways:• Leadership and Innovation: Tracy’s leadership at DIG is informed by her diverse experiencesand passion for hospitality. Tracy peppers in stories from her years with General Mills andWeight-Watchers and experiences at tech giants like Shuttershock and as a former CEO ofAaptiv.• Pump Energy changes to DIG as a healthy staple to New Yorkers bringing fresh high-qualityvegetable-forward food. DIG has ‘bowled over’ their audience and positioned itself as the go-tosolution for lunch and dinner, emphasizing how data and technology have been instrumental inexpanding market reach and understanding consumer behaviors.• Consumer segmentation analysis and leveraging psychographic data to tailor services.• Market Adaptation: Post-COVID, DIG beyond cities. The hybrid workforce and being able toadapt, tapping into new markets.• Tracy highlights the importance of efficient in-house technology systems. Tracy shares howthe right technological partnerships have streamlined operations, allowing DIG to maintain astrong focus on hospitality.• Bleeding DIG: The dedication of DIG’s team and the strong company culture are vital to theirsuccess. A testament to the employees of DIG.• Hot Takes: Tracy offers her insight on evolving trends, such as plant-based menus and theuse of robot servers.• Talking back: Where is technology heading in hospitality? The restaurant guy and finance guy share their forecast on the future of tech in the dining scene.

In this episode of Hospitality Hangout, Michael Schatzberg, “The Restaurant Guy,” and Jimmy Frischling, “Finance Guy,” are joined by Scott Redler, co-founder of Freddy’s Frozen Custard and founder of Redler’s Hospitality.Scott tells his story of 48 years of experience, dedication, and admiration for the restaurant industry and creating an impact on others’ entrepreneurial lives and experiences. From the birth of Shanghai Charlie’s and Timberline Steakhouse to navigating the complexities of finances, location, and ergonomics, Scott's journey is a personal tale of passion and perseverance.Key Takeaways:Scott’s early dedication to the industry and his continual partnership.The hardships entrepreneurs encounter and the exchange of experience gained leading up to success.Lessons learned: Scott shares insights from his ventures like Shanghai Charlies and Timberline Steakhouse. He emphasizes the importance of culture, location, and attitude as key ingredients for any entrepreneurial venture. He also shares his truth about the recession's toll, where his 4-million-dollar investment, Timberline Steakhouse, sells for 25,000.Freddy’s: the concept and entrepreneurs behind the investment. With integrity, minimal investment, and hard work, Freddy's has become a beloved fixture, serving up satisfaction to over 50% of its patrons to this day. As the first franchise was brought to life in Hutchinson, Kansas, Scott celebrates the joy of franchisee success stories, where lives are changed and businesses flourish.Scott tours across the country and even beyond as the Honors of Service Chair of the National Restaurant Association. Now, with Mocha’s Café and Redler Hospitality, Scott continues to stir up excitement in the industry. With a wealth of experience, Scott plans to make Mocha's Café a franchisable business and share his success.Hot Takes: From AI-driven drive-through menus to paperless receipts via automatic email, Scott spices up the conversation with insights into the hottest trends in food service technology. From the importance of the Owner Operator Concept to the game-changing benefits of data-driven decision-making (DDD).

In this episode of Hospitality Hangout, Michael Schatzberg, “The Restaurant Guy,” and Jimmy Frischling, “The Finance Guy,” are joined by Angela Leet, CEO of QSR Automations. Angela discusses the company’s innovative kitchen automation solutions and their recent recognition of being named as a finalist for the prestigious Ring of Fire award. She shares insights into their new product, ConnectSmart Recipes Plus, which aims to extend the capabilities of kitchen screen investments and address labor challenges through digital transformation. She delves into QSR Automations’ philosophy of treating the kitchen as the “engine room” of a restaurant, creating a calmer environment with real-time information and predictive data for kitchen staff. Key Takeaways:(01:38) QSR Automations has pioneered restaurant tech since 1996 with its ConnectSmart platform used by major chains.(03:05) New product ConnectSmart Recipes Plus aims to extend kitchen screen capabilities and address labor challenges.(10:19) The kitchen is the engine room.(16:35) QSR leans toward the build-or-buy approach.(21:23) Solutions extend beyond restaurants to venues like stadiums, airports, and cruise ships.(31:31) QSR continues innovating after 25+ years and has been named a finalist for most innovative companies.(33:41) Angela prioritizes people and creating memorable experiences, starting in the kitchen.(39:28) Restaurants want to meet evolving consumer needs, like on-demand dining and customization.(41:25) QSR seeks true tech partnerships beyond just integration to provide a single customer solution.Resources Mentioned:QSR AutomationsMoneyball

In today’s episode of Hospitality Hangout, Michael Schatzberg, “The Restaurant Guy,” and Jimmy Frischling, “The Finance Guy,” are joined by Ricky Richardson, Chief Executive Officer of Eggs Up Grill.Ricky discusses the brand’s origins and rapid expansion since he took over. He provides background on Eggs Up Grill being started by a third-generation diner operator and becoming a 100% franchised system. Ricky highlights the importance of maintaining a consistent brand culture as they grow through franchising, including implementing a new proprietary digital training platform. He also shares an “untold story” from his international restaurant experience involving an unconventional way to access water during an opening.Key Takeaways:(4:54) Ricky provides background on Eggs Up Grill.(10:42) Involving franchisees in the decision-making process.(19:39) Consistency in brand experience is critical as Eggs Up Grill expands through franchising.(20:21) Eggs Up Grill launched a proprietary digital training platform for franchisees.(26:12) An “untold story” from Ricky’s international experience. (30:21) Nurturing brand culture through local franchise ownership is vital.(32:54) Food Service Feud!Resources:ToastEggs Up Grill

In today’s episode of Hospitality Hangout, Michael Schatzberg, “The Restaurant Guy,” and Jimmy Frischling, “The Finance Guy,” are joined by Sterling Douglass, Co-Founder and CEO of Chowly, Inc., and Andrew J. Nash, CEO of Targetable.Sterling and Andrew talk about Chowly’s recent acquisition of Targetable and the benefits this strategic move brings to restaurant operators. They discuss their combined vision of creating an all-in-one digital ordering and marketing solution tailored specifically for small and medium-sized businesses. The duo emphasizes simplifying technology processes, minimizing workloads for operators, and providing comprehensive, done-for-you services. Their goal is to address the entire customer journey from awareness and acquisition to retention marketing.Key Takeaways:(5:16) Targetable provides cost-effective digital marketing for restaurants.(9:31) Chowly aims for an all-in-one digital ordering solution for SMBs.(12:48) Addressing the entire customer journey from awareness to retention.(16:08) Simplifying technology processes and minimizing operator workload.(19:27) Offering comprehensive, done-for-you solutions for lack of marketing staff.(24:35) Emphasizing return on time (ROT) in addition to ROI.(34:14) Focusing on discoverability, awareness, acquisition, and retention marketing.(38:53) What is the ideal marketing spend?(43:43) Leveraging organic strategies for cost-effectiveness and targeted reach.(46:13) Serving SMBs and addressing their unique challenges.Resources Mentioned:Chowly, Inc.Targetable

In this episode of Hospitality Hangout, Michael Schatzberg, “The Restaurant Guy,” and Jimmy Frischling, “The Finance Guy,” are joined by Theresa Montanaro, Regional Director of JSC Management for Burger King in New England; Jennifer Chavez, Chief Financial Officer of G2G Management Group, LLC; and John Hernandez, Chief Executive Officer of G2G Management Group, LLC.They discuss the fast-food and restaurant industry’s future, touching on leadership, technology, and innovation. They talk about starting in entry-level roles and the path to leadership, the significance of technology like AI and Restaurant365 in enhancing efficiency, and the role of kiosks in customer engagement. The importance of nurturing young talent and the strategic expansion of their companies is a highlight.Key Takeaways:(04:23) Leveraging AI to monitor team engagement and enhance customer interactions​​.(04:58) Theresa highlights the comprehensive use of Restaurant365 for various operational needs​​.(07:10) The importance of company culture in hiring and promoting young employees to leadership roles​​.(08:59) The current and future implementation of kiosks at Burger King locations​​.(11:09) Introduction of a special loyalty program at JSC locations with exclusive offers​​.(23:45) Starting out as a waitress.(32:10) Jennifer emphasizes the significance of dashboards in providing real-time data to owners and operators​​.(40:58) Food Service Feud.(59:43) John discusses the effectiveness of legacy brands like Denny’s in resonating with younger generations and the importance of targeted advertising and social media presence at the store level​​.(01:04:29) John’s favorite Boston-born celebrity.Resources:JSC ManagementG2G ManagementRestaurant365

In today’s episode of Hospitality Hangout, Michael Schatzberg, “The Restaurant Guy,” and Jimmy Frischling, “The Finance Guy,” are joined by Paul Walker of Village Inn, and Yildris Rodriguez-Ross, Chief Financial Officer of Fresh Dining Concepts, LLC.Paul and Yildris share the history of their companies and their involvement in the restaurant industry. They highlight the significance of familial and professional relationships that have underpinned their businesses' growth over decades. Yildris and Paul also emphasize the critical role of R365 technology in facilitating expansion and operational efficiency.Key Takeaways:(01:00) The Walker family’s restaurant business saga starts in the 1950s.(03:05) The business thrives on strong family ties.(04:20) Navigating through challenges, including a significant franchisee insolvency.(05:25) R365 technology plays a pivotal role in business administration.(07:15) Paul’s early job experiences molded his professional diligence.(09:10) Competitive spirit and sports are fundamental to the Walker family ethos.(10:15) Quality and innovation hold value in franchise partnerships.(11:30) In the food business, the drawbacks of valuing efficiency over quality.(16:15) How to lose customers and taint your brand.(26:07) Yildris worked in accounting before transitioning to hospitality.(31:44) Yildris was one of Restaurant365's first clients.(37:57) Data overload is an issue, so customizable dashboards focused on actionable KPIs are valuable.(39:23) Different teams like operations, finance, and culinary need tailored dashboard views.

In today's episode of Hospitality Hangout, Michael Schatzberg “The Restaurant Guy” and Jimmy Frischling “The Finance Guy” are joined by Steven Song, Chief Financial Officer at Luke's Lobster, and Kathi Turner, Executive at Turner's Seafood.Steven and Kathi discuss the seafood industry and the pivotal role of technology in enhancing restaurant operations and customer experiences. They share their unique journeys into the seafood business, highlighting the challenges and opportunities that come with integrating digital solutions into traditional business models. They also touch on the importance of sustainability and innovation in seafood sourcing and distribution, underscoring the need for restaurants to adapt to changing consumer demands and environmental considerations. Key Takeaways:(02:29) Steven discusses the transformative impact of technology in the restaurant industry.(09:54) The shift from manual invoice processing to digital solutions at Luke's Lobster.(14:26) Geographic challenges in seafood distribution and solutions.(15:00) The expansion of Luke's Lobster through Whole Foods and online delivery platforms.(17:36) The potential for consolidation in restaurant technology to simplify operations.(19:47) The digital transformation journey in the traditionally analog hospitality industry.(20:31) The importance of integrated tech solutions to reduce operational friction.(36:13) Kathi Turner discusses the genesis of their investment platform to address technology needs in the restaurant industry.(40:52) Exploring the balance between tradition and innovation in seafood restaurants.(45:30) The role of consumer preferences in shaping seafood restaurant offerings.(50:18) Strategies for sustainable seafood sourcing and its impact on business.(55:07) The importance of community and cultural connections in the seafood industry.Resources:Luke's LobsterTurner’s SeafoodRestaurant365

In this episode of Hospitality Hangout, hosts Michael Schatzberg, known as "The Restaurant Guy," and Jimmy Frischling, referred to as "The Finance Guy," are joined by Morgan Harris, Co-Founder and Chief Customer Advocate of Restaurant365.Morgan shares his journey from a CPA at PWC to a passionate entrepreneur determined to help restaurants thrive. He delves into the unique challenges that restaurant accounting and operations present and explains how his vision to address these issues led to the creation of Restaurant365. Morgan also highlights the company's strategic partnerships with accounting firms to effectively reach more restaurant operators by relying on a trusted network of Restaurant365 experts.Key Insights:Restaurants possess distinctive accounting needs that require specialized solutions.Inventory management significantly impacts accounting processes.The importance of tracking inventory outside of traditional accounting software.The necessity for restaurants to generate profits for sustainability.Fundamental principles of accounting, including debits and credits.The integration of accounting and inventory management within Restaurant365.The misconception surrounding the complexities of restaurant businesses.Challenges faced by early adopter restaurants due to outdated technology.The significance of establishing partnerships for the advancement of restaurant technology.How outsourced accounting services contribute to increased sales for restaurants.

In today's episode of Hospitality Hangout, Michael Schatzberg "The Restaurant Guy" and Jimmy Frischling "The Finance Guy" are joined by Clinton Anderson, CEO of HotSchedules (now powered by Fourth.) Clinton shares his journey from a farm in rural Canada to CEO of Fourth, a restaurant technology provider serving 125,000 locations globally. Listen as he discusses the importance of collaboration between operators and tech partners, ideas for controlling volatile back-of-house costs, how purchasing and inventory management remain antiquated for most restaurants, and the key role forecasting plays in profitability.Clinton also reveals whether he was truly chased by a grizzly bear, arrested crossing the US-Canadian border, and if he speaks fluent Japanese.Key Takeaways[00:11 - 00:58] Live from Kings County Distillery Studios in NYC[00:59 - 02:56] PSA — Subscribe to the show[02:56 - 05:32] Introducing Clinton Anderson, CEO of Fourth/HotSchedules[] [05:48 - 08:37] Clinton talks about Fourth, and the HotSchedules software for maintaining employee schedules and is adopted widely in restaurants[07:47 - 08:37] Schatzy's loyalty to HotSchedules, it's been around for more than two decades[08:38 - 13:30] A deep dive into Clinton's history, leaving Canada to attend Harvard then Bain & Capital, then investing, then realizing he wanted to lead a technology company toward success[09:33 - 10:45] Operating responsibility, leading and motivating a team[10:46 - 11:48] Why Fourth? Adding simplicity to a complicated industry[11:49 - 13:03] An opportunity to get into restaurants and encourage adoption of a tool that will make lives easier and consistent[13:05 - 13:55] Jimmy on taking a similar path in the past in investments[13:55 - 16:43] Unbreaking rules — AI-powered forecasting tool by Fourth, anticipate rising labor and food costs, leverage data to become profitable[16:43 - 19:27] Predictability is a differentiator, considering the cost of food waste and the idea that not everyone can be winners in the restaurant industry[19:28 - 22:45] A lot of restaurant operators don't have time to think about technology[22:59 - 24:38] Sometimes the grumpiest customers are the best customers because they tell the truth about what isn't working, a customer advisory council[24:52 - 28:32] "It's hard to drain the swamp when you're up to your ass in alligators" and how it applies to the food service industry's biggest pain points[28:33 - 33:22] Talking Back: Clinton asks what the biggest challenge facing the average operator is. Everyone discusses procurement, forecasting, software solutions and a lot of equipment[33:22 - 35:56] Spice is Right, IHOP Breakfast Sample[36:22 - 40:13] Trivia — Clinton edition[40:14 - 42:27] Branded Quickfire with Clinton

In today's episode of Hospitality Hangout, Michael Schatzberg “The Restaurant Guy” and Jimmy Frischling “The Finance Guy” are joined by James Vitrano, Chief Executive Officer of Sucré.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 Sucré, 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 Sucré to new markets.Key Takeaways:[00:08 - 03:19] Live from ICR Conference in Orlando Florida, introducing a conversation with James Vitrano, CEO of Sucré[03:20 - 04:44] Two Truths and a Lie[04:56 - 06:26] James talks about his background and journey, buying Sucré and becoming its CEO. The original New Orleans patisserie, originally founded by Joel Dondis[06:27 - 10:40] Sucré 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 — How Jimmy and Schatzy met[22:17 - 24:54] Talking Back follow up — What's right with the hospitality industry?[24:54 - 27:16] Talking back part three — what's missing in the hospitality industry and needs fixing?[27:23 - 29:38] The Spice is Right — Disney World edition, the price of Chef Mickey character breakfast buffet[29:38 - 32:35] Trivia Tuesday answers[32:35 - 36:38] Branded Quickfire — Orlando edition

In this episode of Hospitality Hangout, Michael Schatzberg, “The Restaurant Guy,” and Jimmy Frischling, “The Finance Guy,” are joined by Herb Ring, National Foodservice Director of The Hershey Company.Herb shares how he got his start working in his family’s restaurants before transitioning into foodservice sales roles at companies like The J.M. Smucker Company. Twenty years ago, Herb moved his family to Hershey, Pennsylvania, to take on a role heading up foodservice sales and marketing at Hershey. He talks about major foodservice customers like Dairy Queen using nostalgic ingredients like Twizzlers for milkshake straws, the importance of data and chopped candy in driving Hershey’s explosive growth, and more!Key Takeaways[00:08 - 03:17] Introducing Herb Ring, National Food Service Director of Hershey[02:47 - 03:39] An opportunity to work at Smucker[03:41 - 05:51] Moving to National County, and working with Aramark[05:50 - 06:37] The first thing Herb sold for Hershey's was their chocolate syrup[06:38 - 08:18] Moving to Hershey, Pennsylvania for work. Realizing it was a great place to raise a family, and connected to major hubs like Philadelphia, Baltimore, and Washington DC[08:20 - 10:34] How Herb helps food service clients avoid the sandpits of business[10:58 - 15:19] How Hershey's is using technology and innovation to drive better decision making. Using data, selling goods as ingredients vs just candy bars, and having connections across the food industry[15:28 - 18:36] Limited time offers and how customers are incorporating Hershey's products into their line of nostalgic desserts and alcoholic drinks[18:45 - 22:27] Reflecting on four years of the podcast and 156 episodes, Hospitality Hangout podcasting frequency shifting to weekly,[22:32 - 24:49] Spice is Right, the price of a wing combo meal at Wingstop[24:49 - 28:44] Branded Quickfire with Herb Ring

In today’s episode of Hospitality Hangout, Michael Schatzberg, “The Restaurant Guy,” and Jimmy Frischling, “The Finance Guy,” are joined by Phil Kafarakis, President and CEO of International Foodservice Manufacturers Association (IFMA).Phil focuses on strengthening connections between the food manufacturing and restaurant industries. He also shares his career journey, from working for Oscar Mayer to going on to earn an MBA from Georgetown later in his career. As head of IFMA, Phil is focused on opening membership beyond just manufacturers. He discusses this year’s IFMA conference and collaboration across the “ecosystem,” highlighting the importance of manufacturers to the success of restaurants.Key Takeaways[00:08 - 01:30] Introduction — IFMA and the Global Restaurant Leadership Conference, introducing Phil Kafarakis the President and CEO of the International Food Manufacturers Association[01:38 - 04:55] 1980-1985, not loving football, getting married, creating a career in food service with Oscar Meyer and beyond. Phil’s career started with hotdogs, not hamburgers.[04:55 - 06:45] 1985—Now, getting an MBA, mastering English, and development goals at McCormick[06:48 - 09:52] Phil's work for IFMA and celebrating two years of leadership. An eighteen month listening tour and understanding some of the "dinosaurs" of the business[10:02 - 11:58] A living eco-system is what the restaurant industry is, inviting in the right people into that ecosystem[12:19 - 15:29] Some of the largest companies in the world are in food manufacturing[15:35 - 17:08] Phil's takeaways from IFMA, an environment for authority on food away from home, research, education, analysis, and data. Meeting consumer needs.[17:50 - 23:32] Talking Back — How Branded Hospitality Ventures evolved to Branded Hospitality Media and that journey. Manufacturers, the backbone of restaurants.[24:52 - 27:04] Spice is Right — Jack in the Box, Jumbo Jack Cheeseburger edition[27:07 - 31:25] Branded Quickfire

In today’s episode of Hospitality Hangout, Michael Schatzberg, “The Restaurant Guy,” and Jimmy Frischling, “The Finance Guy,” are joined by George McKerrow, CEO of Ted’s Montana Grill.George pioneered the casual dining segment with LongHorn Steakhouse, which he founded in 1981 and eventually took public. He later partnered with Ted Turner to bring bison meat mainstream at Ted’s Montana Grill. Now CEO of Ted’s, George reflects on lessons learned over his long career launching concepts and delighting guests. Key Takeaways:[00:08 - 01:46] Live from Pepsi Studios in Scottsdale, Arizona for IFMA the International Foodservice Manufacturers Association's President's Conference[03:30 - 08:19] Introducing George McKerrow, CEO at Ted's Montana Grill, talking about opening the first ever LongHorn Steakhouse in 1981 and founding Ted's in January 2002.[05:38 - 07:44] George on getting a job for gas at 16, working his way up the restaurant industry, and making Ted Turner a deal he couldn't refuse[08:56 - 11:17] George credited with giving birth to the entire casual dining segment by Nation's Restaurant News, and how he turned a single unit of LongHorn Steakhouse into a dining phenomenon[09:51 - 11:17] A fun honky-tonk saloon, quality feeds and genuine hospitality[11:19 - 14:59] Schatzy and George on bartending, on starting and working your way up the foodchain[15:01 - 18:42] The three greatest lessons George has learned in hospitality leadership: financial input, great people, and restaurant unpredictability[18:48 - 20:58] Democratization is part of the restaurant industry, there's a career path[21:04 - 26:17] Talking Back: George asks what Schatzy and Jimmy think are the next big trends in hospitality[21:40 - 23:29] Schatzy: People want to go out more, but you need to give them a reason, the rise of experiential restaurants and smaller footprints[23:43 - 25:39] Jimmy: meet the guests where they're at, leveraging technology in labor[26:21 - 28:42] The Spice is Right: Cost of a classic chicken sandwich at Popeyes in Route 17 in New Jersey[28:43 - 31:11] Branded Quickfire: George's lightning round

In today’s episode of Hospitality Hangout, Michael Schatzberg, “The Restaurant Guy,” and Jimmy Frischling, “The Finance Guy,” are joined by Perry Miele, President and CEO of Nestlé Professional North America.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[00:08 - 02:09] Live from Pepsi Studios at the International Food Manufacturing Association's President's Conference in Scottsdale, Arizona.[02:09 - 03:55] Trivia Tuesdays[03:53 - 05:41] 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[05:42 - 07:52] Breaking News — Perry awarded the IFMA's Oberkfell Award for leadership and impact[08:05 - 12:21] Letting other people be in front, "Making more possible," and embracing the automation of robotics[12:35 - 15:28] How Nestlé is using AI to help operators drive traffic and their bottom line. Innovations inspired by the COVID pandemic.[15:29 - 16:33] Nestlé the future of food[16:33 - 18:03] Breaking news — Perry retiring after 30 years of leading Nestlé, and his plans for staying involved in the hospitality industry[18:19 - 22:17] Talking Back — Perry asks when and why Schatzy and Jimmy started the Hospitality Hangout podcast[22:20 - 24:45] Spice is Right — Tim Hortons Coffee and Donut Sampler[24:59 - 26:42] Coming back for Trivia Tuesday answers[26:46 - 29:42] Branded Quickfire — IFMA edition[29:43 - 32:09] Getting in touch with Perry

In today's episode of Hospitality Hangout, Michael Schatzberg “The Restaurant Guy” and Jimmy Frischling “The Finance Guy” are joined by Lance Trenary, President and CEO of Golden Corral Corporation, and Roy Gilad, Founder and CEO of Vitality Bowls.Lance discusses how Golden Corral persevered through COVID shutdowns by innovating business models while maintaining quality and caring for staff and partners. Roy shares how he started Vitality Bowls because of his daughter's severe food allergies.Listen to this episode to hear more about the role of technology like point-of-sale systems to enable service and efficiency, and the surprise capital of hard seltzer consumption!Key Takeaways[00:06 - 04:46] Live from RFDC Pt2 — Introducing Lance Trenary, President and CEO of Golden Corral[04:49 - 09:29] Golden Corral, revived and regenerated after the pandemic through innovative pivots and taking care of employees[05:47 - 09:29] Doing right by guests, seven new business models while fans waited for buffet to come back. Stronger now because of it. "Thank goodness God loves a buffet"[09:31 - 12:21] Breaking News: Lance talks about introducing a new fast casual concept of Golden Corral, Homework Kitchen in Southern Pines North Carolina.[10:15 - 11:48] COVID exposed Golden Corral's underbelly, Lance wanted to fix that weakness so Golden Corral will be around for at least a hundred more years[12:21 - 14:07] Food Service Feud with Lance: Which type of business performs worst on Mondays?[14:29 - 17:27] Branded Quickfire with Lance[18:36 - 22:15] Introducing Roy Gilad, Founder & CEO of Vitality Bowls[22:16 - 24:21] Roy talks about the secret sauce to his success. The secret is people.[24:28 - 27:15] Vitality Bowls' tech stack — Schatzy's impromptu ad for Vitality Bowl, and why they use Toast POS[27:15 - 29:14] Instant TVO Online Ordering and Loyalty, a golden ticket[29:18 - 31:12] Supporting growing teams, doubling down on culture and alignment with franchisees[31:13 - 33:35] Food Service Feud with Roy — Which state consumes the most amount of hard seltzer?[33:42 - 36:46] Branded Quickfire with Roy

In today's episode of Hospitality Hangout, Michael Schatzberg “The Restaurant Guy” and Jimmy Frischling “The Finance Guy” are joined by Chris Dull, President and CEO of Freddy's Frozen Custard & Steakburgers, and Chris Wren, Vice President Head of International Development of Dairy Queen.Chris Dull shares how Freddy’s great franchise partners have powered growth to over 500 locations by mastering operations and development. He highlights innovations like kitchen display software that optimize speed and consistency. Chris Wren provides an overview of Dairy Queen's 2500+ international locations, including a major presence in China. He emphasizes the importance of knowing a company's history before making changes. He also talks about the significance of recognizing restaurant workers during visits for the profound impact it has on morale.Whether you bleed DQ Blizzards or Freddy’s custard, don’t miss this cross-industry extravaganza!Key Takeaways[03:47 - 07:16] Introducing Chris Dull, President and CEO of Freddy's Frozen Custard & Steakburgers[04:03 - 05:50] Chris' time as a linebacker at Baylor University in 1995, then tracing his path from Marble Slab Creamery, the International Franchise Association, Global Franchise Group, Bean & Brew, and now Freddy's[05:59 - 07:16] Chris' journey in his own words[07:20 - 09:54] Jimmy gets the breaking news, Freddy's just opened their 510th restaurant in Freddy's Nation. Chris discusses the phenomenal growth and strategy behind it.[09:55 - 13:08] The importance of the tech stack in any restaurant,[13:09 - 14:26] What's next for Freddy's and Freddy's Nation? New innovations in quality chicken. The guys talk shop about the new chicken club sandwich.[14:27 - 18:41] Talking Back — Chris asks what Schatzy finds exciting about the industry right now, and asks Jimmy how to measure technology and savings that might see on paper versus interfering with guest experience[18:41 - 20:49] Food Service Feud, The Toast Restaurant Report: Which state sells most alcoholic beverages during lunch?[20:54 - 23:12] Branded Quickfire, Chris Dull Las Vegas Edition[24:49 - 28:56] Introducing Chris Wren, Vice President and Head of International Development for Dairy Queen. His history in Western University for political science, MBA from Southern Memphis University, to Yum! Brands, Pizza Hut France, then Dine Brands, Citibank Restaurant franchising, Wingstop, and finally Dairy Queen[29:05 - 30:21] Singing the Dairy Queen jingle[30:23 - 32:01] Expanding Dairy Queen into international markets and discussing growth, "People will seemingly consume an unlimited quantity of ice cream"[32:01 - 32:56] Chris thinks the Gulf is a huge area of opportunity for Dairy Queen's expansion, and in the United Kingdom[32:56 - 33:28] Discussing their favorite items at Dairy Queen[33:29 - 35:51] Enabling businesses to succeed and people to work their way up, Chris talks about how the industry should be having fun or you're doing something wrong.[35:53 - 36:37] Ice cream and beer summits[36:36 - 39:12] Chris' career in international franchising, and the lessons he learned, advice for visiting restaurants as corporate employees.[39:12 - 41:32] Learning on the job, cumulative result of the efforts of thousands of people over a long period of time and many mistakes[41:32 - 42:51] Food Service Feud, Chris Dull edition: Toast Restaurant Report, Which US state has the most generous tippers[42:53 - 45:20] Branded Quickfire, Chris Dull Vegas edition

In this REWIND episode of Hospitality Hangout, hosts Michael Schatzberg, "The Restaurant Guy," and Jimmy Frischling, "The Finance Guy," were joined by Marianne Radley, the Chief Marketing Officer of Smoothie King. The trio engaged in a discussion revolving around effective marketing strategies and insights within the food and beverage industry.During the episode, Radley shed light on Smoothie King's recent marketing initiatives and shared valuable insights into the company's success. She emphasized the importance of understanding customer needs and tailoring marketing efforts accordingly. Radley pointed out that staying relevant in the ever-evolving marketplace requires continuous innovation and adaptation.Smoothie King's CMO emphasized the role of data in guiding marketing decisions. Radley revealed that the company leverages comprehensive customer data to create personalized experiences and develop targeted campaigns. By analyzing consumer preferences, Smoothie King has successfully implemented strategies to drive customer loyalty and engagement.They delved into third-party delivery services and the invaluable insights derived from their analytics. The trio eagerly discussed the challenges and opportunities that arise when partnering with external delivery platforms, emphasizing the importance of harnessing the power of data to enhance customer experiences and drive business growth. With Marianne's wealth of knowledge and expertise, they explored innovative strategies for leveraging third-party delivery analytics to make informed decisions and optimize operations.The discussion also touched upon the significance of brand authenticity. Radley emphasized the need for businesses to genuinely connect with their target audience by aligning marketing messages with their core values. She explained how Smoothie King's commitment to providing nutritious and delicious smoothies resonates with health-conscious consumers, leading to a strong brand identity.Hospitality Hangout once again proved to be an engaging platform for industry professionals. This episode delivers Marianne Radley's expertise and provides an enriching exploration of marketing strategies in the food and beverage industry.Key Takeaways:[01:50 - 03:36] Introducing Marianne Radley, CMO and Smoothie Queen of Smoothie King[03:36 - 04:38] Marianne's past at Anheuser-Busch, Monster, Pizza Hut[04:38 - 06:04] The Smoothie Bowl experience at Smoothie King[06:35 - 07:18] Innovation at Smoothie King, a new app and MVP platform[07:43 - 08:21] Growing and opening new stores internationally in the Caribbean, Korea and throughout Asia[08:21 - 09:02] Low entry fees for franchise start ups[09:24 - 10:23] Smoothie King origin story, 50 years of success[10:37 - 12:20] Takeaways from Food on Demand, the QSR landscape and third party delivery and new customer generation[12:22 - 13:31] How third party delivery can cause disharmony with intended food and brand experience[13:31 - 14:17] Third party delivery reflects poorly on the business not the delivery service[14:17 - 15:23] The analytics benefit of using DoorDash, UberEats, and third party delivery for data about your audience[15:23 - 20:40] Crystal Ball on digital engagement, minimum wage and tipping cultures[20:40 - 22:50] "What do you think of New Jersey?"[22:53 - 26:54] Branded Quickfire, Vegas EditionTo hear “Branded Quickfire” answers and all of Radley’s conversation check out this episode of Hospitality Hangout.

In the latest episode of Hospitality Hangout, Michael Schatzberg “The Restaurant Guy” and Jimmy Frischling “The Finance Guy” chat with R.J. Melman, President of Lettuce Entertain You, a fifty-one year old restaurant group that is privately held with over one hundred and twenty restaurants across the country in thirteen different states. It is based out of Chicago, Illinois.Melman’s dad, Rich Melman started the company back in 1971 when he opened a restaurant with his best friend Jerry Orzoff. Melman’s siblings Jarrod and Molly are both part of the Lettuce Entertain You Restaurants team.The guys share breaking news and say that Lettuce has just opened their first restaurant in Florida. It is Aba, a Mediterranean restaurant that brings cooking influences from the Mediterranean, including Israel, Lebanon, Turkey and Greece. Also the group is opening RPM Italian in West Palm Beach and Summer House in Orlando.In Chicago in 2023 Melman talks about the new collaboration between Tao Group Hospitality. The partnership will bring a new private members club. The guys also talk about the Lettuce loyalty program that has been around for more than three decades. Now the program is free through the app. Recently they announced that Lettuce has partnered with DoorDash for a first of its kind loyalty program. The program powered by DoorDash will now allow guests to receive loyalty points and redeem gift cards for takeout and delivery.Melman’s goal when he became President was to use tech to transcend hospitality in dining rooms, bringing hospitality and technology together. Melman says they are in the process of switching over our general ledger, HR solution and more.Melman shares how the company continues to keep things going well with all of the expansion. They have been consistent on expansion over the last thirty years and said that the team has played a role in the growth.Key Takeaways:[02:42 - 04:17] Introducing RJ Melman, President of Lettuce Entertain You Restaurants[04:18 - 07:20] RJ introduces himself and his company, its history in Chicago and their 120 restaurants[07:20 - 08:31] RJ's first job as a restaurant host[08:36 - 09:51] Breaking news, Aba opens its doors in Miami's Bal Harbor Shops[09:49 - 11:24] Working in Florida, the opportunity to do a restaurant for Disney Corporation[11:24 - 14:17] Partnering with Tao Hospitalities, more on working with RJ's brother and sister[14:24 - 16:07] Lettuce Entertain You partnership and menu powered by DoorDash[16:15 - 18:19] Redeeming loyalty points on delivery orders, bringing technology and hospitality together. The Tech Stack.[18:20 - 22:27] A family business that has focused on growth. RJ's dad gave them autonomy and acted as their cheerleader in managing the restaurants[22:30 - 25:11] Learning from RJ's store success, "Someone ahead of you never stops you from growing in this company...And developing someone below you never makes you be replaced either."[25:11 - 29:31] Talking Back, RJ asks about the best of the best[29:36 - 32:55] Food Service Feud, favorite pretzel chain and Franke The Tank[32:55 - 37:40] Branded Quickfire, Taco Tuesday or Fried Chicken FridayTo hear more about Lettuce’s tech strategy, the foodservice feud and the talking back segment plus get the answer to the trivia question, check out this episode of Hospitality Hangout.

In the latest episode of the Hospitality Hangout podcast, Michael Schatzberg “The Restaurant Guy” and Jimmy Frischling “The Finance Guy” sit down with Phil Crawford, the chief technology officer of CKE Restaurants, to explore the ongoing digital revolution in the restaurant industry.CKE Restaurants is a Tennessee-based, privately held company that runs and operates Carl’s Jr. and Hardee’s. The two regional brands combined represent over 3,800 franchised or company-operated restaurants in 44 states and 43 foreign countries and U.S. territories.Crawford moved from New York City—having previously served as the chief technology officer for Godiva—to Nashville to join CKE in the fall of 2020.“Nashville and New York City are two parts of the spectrum. But the exciting part is that when it comes down to hospitality and technology, there’s a lot of synergies within both cities and corporations,” says Crawford. “They both have a desire and drive to be the best they can possibly be… it’s all about scale and size, and ensuring that we have the guest experience in mind.”Restaurants—looking to adapt to evolving operational and consumer needs—are moving away from POS systems. Most systems and processes have entered the realm of mobile technology, leading to the creation of more cloud-based systems, direct-to-consumer interactions, analytics, and artificial intelligence to better reach customers.“Any kind of digital ecosystem that’s out there that you can infuse the guest experience is where everything’s going,” adds Crawford. “It’s all about trying to bridge that gap between what we think our consumers know and what they do know, and making it a personalized journey. That’s the kind of tech incorporation that we need to be thinking of to become technology evangelists and to have that competitive edge in our industry.”Key Takeaways:[02:22 - 05:36] Introducing Phil Crawford, Chief Technology Officer at CKE Restaurants (Carl Karcher Enterprises)[04:12 - 05:33] Phil's background in hospitality started at 16 at Carl's Jr., to Shake Shack, to CKE[05:53 - 08:42] Phil's take on regional food differences between Nashville and New York City[06:30 - 07:38] New York City and Nashville are different parts of the spectrum, "The bigger we get the smarter we have to act"[07:44 - 08:42] "Being the health conscious Southern California, yoga, acupuncturist freak I am..."[08:46 - 10:13] Talking about Red Burrito and Green Burrito businesses[10:14 - 12:50] The Tech Stack and POS, new innovations in personalization and mobile technology[12:52 - 15:31] Revisiting the pandemic and the adoption of new technology[15:32 - 18:04] Maintaining 3,800 and all the training necessary to run new stores, an education opportunity for franchises[18:05 - 20:31] The pain points in the restaurant operator business, too much technology can be a detriment[20:47 - 22:48] Diving deeper into the digital transformation and education of what drives your business. You don't always need a Ferrari when a Ford will do.[22:49 - 24:16] Phil's take on virtual kitchens, there's a place for it[24:15 - 25:09] The virtual kitchen concept and burrito plans[25:10 - 29:10] Talking Back, discussing the Branded Marketplace and the technology behind it[29:27 - 32:19] Crystal Ball, the hospitality landscape in two years, 100% personalization and more contactless experiences[32:19 - 33:13] Mac 12 on the rocks[33:15 - 35:14] Branded QuickfireClick here for more recovery and relief information for restaurant, hospitality and food service operators. And to keep listening, check out The Hospitality Hangout podcast on Spotify!This syndicated content is brought to you by Branded Strategic Hospitality.

LIVE from the Fast Casual Executive Summit in Louisville, Kentucky, the guys catch up with the visionaries of emerging restaurant brands, unpacking their innovative concepts and roadmaps to expansion!In today's episode of Hospitality Hangout, Michael Schatzberg “The Restaurant Guy” and Jimmy Frischling “The Finance Guy” are joined by Prakash Karamchandani, Chief Executive Officer of Balance Pan-Asian Grille; Chris Medhurst, President and Chief Operating Officer of District Taco; and Chad Coulter, Founder and CEO of Biscuit Belly.Key Takeaways[00:34 - 03:07] Prakash Karamchandani: Opening an Asian restaurant after losing his finance job in the 2008 recession.[03:11 - 05:58] Growing your own produce using an aquaponics system.[06:00 - 07:40] Franchising growth for emerging brands, Pivotal Growth Partners (PGP)[07:42 - 10:51] Post-covid growth[10:55 - 13:20] Spice is Right: Prakash on the Wendy's Dave Combo[13:20 - 15:30] Crystal Ball: The next hot topics in hospitality are going to center around AI martech and back of house[15:32 - 17:21] Branded Quickfire: Five questions for Prakash[18:05 - 21:13] Chris Medhurst: Growth plans for New York and other East Coast markets.[21:14 - 23:32] What is helping District Taco catch fire? The brick and mortar story effect[23:41 - 24:56] District Taco is opening up stores in New York and New Jersey[24:56 - 27:44] Talking Back, Chris takes the mic and asks about ads[27:44 - 29:38] Spice is Right, Louisville and Carvel[29:45 - 32:37] Branded Quickfire: Chris answers 5 lightning round questions[34:52 - 40:05] Chad Coulter Founder of Biscuit Belly: Focusing biscuit business growth in Southeastern US.[37:59 - 40:05] The origin story of Biscuit Belly[40:16 - 41:15] Diving into the restaurant business and learning the ropes[41:17 - 43:34] The uptick in breakfast and brunch business[43:36 - 44:00] Fast-casual, craft-casual[44:05 - 45:19] Where Chad is seeing growth for Biscuit Belly, southeast growth[45:41 - 52:08] Talking Back: Tell Us About You edition[46:53 - 49:08] Schatzy's origin story and Branded Hospitality's focus[49:18 - 52:08] Jimmy's story and the idea of Branded Hospitality Group[52:13 - 55:07] Spice is Right: Fast Casual Summit Edition[55:13 - 58:36] Branded Quickfire

In today's episode of Hospitality Hangout, Michael Schatzberg “The Restaurant Guy” and Jimmy Frischling “The Finance Guy” are joined by Troy Hooper, CEO of Hot Palette America, the parent company of Pepper Lunch Restaurants, as well as Elisia Flores, CEO at L&L Hawaiian Barbecue .Troy has over thirty-one years of experience in the hospitality industry, having grown up helping his father build restaurants and bars in Miami. Troy talks about global expansion, his recent ten-unit deal in Arizona, and modernizing the over-thirty-year-old brand.Elisia returned to Hawaiian Barbecue five years ago as CEO to take over leadership from her father and company co-founder, Eddie Flores. She credits L&L's success to the strong family-oriented culture amongst employees and franchisees, as well as a delicious, craveable food product that leaves customers demanding more. Listen to this episode to find out the wild innovation and spicy challenges for the restaurant industry in 2024, and catch their recipes for expanding a gnarly franchise brand without losing cultural flavor.Key Takeaways:(00:08 - 01:55) Live from the Fast Casual Executive Summit in Louisville Kentucky(02:05) Troy grew up in hospitality helping Dad build Miami hotspots.(02:28) Dad threw parties; Troy handled the catering. Culinary school and then business school.(03:32) Brought in to spice up Pepper Lunch's US growth.(05:25) Ten new stores in five years - aloha expansion!(08:18) Pepper Lunch salsa dances across three countries.(29:57) Elisia returned as L&L CEO to take over family BBQ biz.(30:47) Started small but ohana customers couldn't resist the grub.(31:28) L&L smokin' the franchise competition with tons of awards.(32:23) Success is in their secret sauce (and culture).(33:22) Franchisees get schooled in Hawaii for legit tropical vibes.(34:41) Uh oh—are appetite pills putting restaurants on a diet?(36:16) Automated kitchens cookin' up some 2024 innovation.

In today's episode of Hospitality Hangout, Michael Schatzberg “The Restaurant Guy” and Jimmy Frischling “The Finance Guy” are joined by Josh Kern, CEO of SPB Hospitality. Josh shares his experiences from his time in politics to working in the marketing sector for high-profile brands like Quiznos, Outback, and American Blue Ribbon Holdings. The trio discuss the challenges of running a restaurant business, the use of AI in drive-thrus, the impacts of inflation and supply chain issues on pricing, and how technological advances are changing the industry. Listen to this episode for discussion about how the role of CMO is evolving, the game of Frogger, and Josh’s special love for craps.Key Takeaways:(1:19) Going from politics to joining Quiznos.(3:04) SPB Hospitality background - formerly CraftWorks Holdings, now 16 brands and 590 restaurants.(8:49) The journey from legislative aide to Quiznos marketing team.(15:04) Leadership style compares to playing craps.(24:51) Testing AI drive-thru technology at Krystal, but still a bit "bleeding edge" and clunky.(28:16) On the industry being "tough" - supply chain volatility and inflation as main challenges.(37:01) Pricing elasticity limits amid inflation - a tipping point has been reached.(40:39) Flying on Air Force One?(43:22) David Letterman, Stoney River, LA, London, and a quickfire round.