Wisking it all

About the Episode In this conversation, Christin Marvin shares her journey from a 20-year career in the hospitality industry to becoming a consultant and leadership coach. She discusses the challenges faced by independent restaurant owners, the importance of self-awareness, and the need for effective leadership development. Christin emphasizes the significance of creating sustainable business practices and shares success stories of her clients who have transformed their leadership styles. The conversation highlights the evolving landscape of the restaurant industry and the resources available for operators to thrive. In this conversation, Christin Marvin and Angelo Esposito discuss the challenges and strategies in the hospitality industry, focusing on leadership, setting boundaries, and the importance of community. Christin shares insights from her book, 'The Hospitality Leaders Roadmap,' and her podcast, 'No Hesitations,' emphasizing the need for mental fitness and positive intelligence in leadership. They explore current trends in the restaurant industry, the shift towards neighborhood dining, and the future of hospitality amidst changing consumer behaviors. Takeaways Christin started in hospitality at 15 as a line cook. She opened 13 different restaurants throughout her career. Burnout led her to seek coaching and support. Self-awareness is crucial for personal and professional growth. Independent restaurant owners often lack leadership resources. Effective communication is key to managing teams. Setting boundaries is essential for work-life balance. Leadership development can transform restaurant operations. Success stories illustrate the impact of coaching. Creating a sustainable business model is vital for success. Operators often feel they must be everything to everyone. Setting boundaries is crucial for sustainability in leadership. Identifying and developing talent within the team is essential. Communication platforms can help maintain team connection. The hospitality industry is evolving with new leadership paths. Service quality is becoming more important than food quality. Neighborhood restaurants are thriving post-COVID. Financial caution is influencing dining habits. Mental fitness is key to managing stress in leadership. Building strong relationships is vital for business growth. Timestamps 00:00 Hospitality: Passionate, stimulating, challenging entrepreneurial space. 03:21 Neglected self-investment, turned to alcohol, sought coaching. 07:42 WISK helps restaurateurs focus on their passion. 10:21 Businesses seeking sustainability, leadership training, systems development. 14:15 Influential coach for restaurant owners, leadership resources. 16:05 New leadership needs structure, training, and support. 21:18 Entrepreneurial growth: Efficiency over busyness, maturity realized. 22:09 Focus on impactful actions, explore the Hospitality Leaders Roadmap. 25:12 Hospitality careers evolving beyond limited roles. 29:25 Restaurants finally get deserved attention for growth. 32:44 Success requires comprehensive service, strong community focus. 35:35 Remote work's impact on downtown businesses uncertain. 40:54 Monthly expert webinars on diverse business topics. 41:53 Leverage resources to improve restaurant leadership skills.

About the Episode In this conversation, Jason Berkowitz, founder of Arrow Up Training, shares his extensive journey in the hospitality industry, detailing his passion for the field and the lessons learned from opening nearly 100 restaurants. He emphasizes the importance of training, feedback, and maintaining clear processes to ensure operational efficiency. Jason discusses the critical path to opening a restaurant and how effective documentation and playbooks can significantly impact success. He also highlights the need for clear communication about roles and expectations to foster a positive work culture. In this conversation, Jason Berkowitz discusses the importance of streamlining restaurant operations, the significance of developing leadership within the industry, and the inception of Arrow Up Training. Moreover, he emphasizes the need for systems to reduce micromanagement and improve efficiency, especially when expanding restaurant locations. The discussion also touches on the challenges of compliance and the necessity of training supervisors to enhance employee retention. Finally, Berkowitz shares insights from his book, 'Please Don't Sleep With The Host,' and outlines future plans for Arrow Up Training, focusing on providing accessible training resources for the restaurant industry. Takeaways Jason's journey into hospitality began at a young age, inspired by his mother's clothing business and a local Burger King. The vibe and atmosphere of restaurants play a crucial role in attracting individuals to the industry. Training programs are essential for employee success and should be prioritized from the start. Feedback is vital for employee development and should be a continuous process. Documenting processes is key to maintaining consistency and efficiency in operations. A critical path to opening a restaurant helps manage timelines and responsibilities effectively. Rent can often be the least expensive aspect of opening a restaurant compared to lost labor costs due to delays. Clear definitions of roles and expectations help prevent misunderstandings and improve team dynamics. Creating a culture of constant training and feedback can enhance employee engagement and performance. Cost savings can have a more significant impact on profitability than increased sales. Streamlining operations can save money and reduce headaches. Establishing systems limits the need for micromanagement. Developing supervisors into leaders is crucial for growth. Compliance training is essential for restaurant culture. Empowering employees leads to better retention rates. Training should speak the language of the industry. Supervisors are key to bridging expectations and execution. Creating a community of leaders enhances learning. Offering free training can benefit the entire industry. Future plans include expanding training resources and partnerships. Timestamps 00:00 Teen improved coffee shop sales, began career. 05:57 Focused on creating a training program first. 08:23 Start with personal journey; strong onboarding reduces turnover. 12:24 Foster culture of consistent training and collaboration. 14:37 Defining done avoided arguments and clarified expectations. 17:14 Checklists build or destroy culture through accountability. 19:59 Reducing inventory costs increases profit efficiency. 25:33 Responsibility, timelines, completion, opening date consequences. 27:20 Implement systems for effective management and delegation. 29:57 Developing leaders through soft skills and growth. 33:30 Navigating social boundaries reduces risk for insurers. 35:40 Building community of young empowered leaders. 39:23 Transition from old-school to new-school management. 43:11 Helping people through free content and resources. 46:53 Future plans: insurance discounts, sponsored free courses. 48:29 Jason Berkowitz discussed on WISKing it All.

About the Episode In this conversation, Sam Fonseca  takes us through his fascinating journey, beginning with his first encounter with Raising Cane's in California, and the impactful career choices that followed. From record-breaking sales at Raising Cane’s to leading the busiest location of Dave’s Hot Chicken, Sam's story is a testament to the power of innovative practices and strategic career moves. We also explore Sam's role as a restaurant coach, helping founders scale their businesses with his 'ops method'—a strategic approach to observation, planning, and implementation. Listen in as Sam shares his thoughts on "founder's fatigue," the importance of mentoring, and how a coach can uncover business blind spots. Whether you're a seasoned restaurateur or just setting out, Sam's insights and experiences offer invaluable lessons on leadership and growth in the restaurant industry. So, grab your headphones and get ready for an episode packed with wisdom and practical tips for success! Takeaways Sam Fonseca helps founders scale their restaurant businesses. Leadership plays a crucial role in the restaurant industry. Founders fatigue can lead to a loss of passion for the business. Young, fun brands are exciting opportunities in the market. Operational improvements can lead to significant sales increases. A tailored coaching approach is essential for restaurant success. Common mistakes include lack of passion in hiring and operations. Having a coach can provide valuable insights and accountability. Understanding your people is key to improving operations. Success stories demonstrate the impact of effective leadership and systems. Timestamps 00:00 Started working at In-N-Out for family. 03:43 The handshake matters more than the roast. 07:10 Seeking energetic, young, fun brands constantly excites. 12:22 Opening earlier increased sales by $2 million. 15:15 Successful career built on a proven formula. 18:41 Coaching tailored to various client needs. 20:07 Quick improvements for restaurants to improve operations. 25:02 Coaches provide valuable guidance and accountability. 27:28 What does working with Sam entail? 31:24 Online courses for restaurant management career growth.

About the Episode In this conversation, Matt Plapp, CEO of America's Best Restaurants and Dryver, shares his extensive experience in restaurant marketing, discussing the evolution from traditional to digital marketing strategies. He emphasizes the importance of storytelling, customer engagement, and building a strong customer database. Matt also highlights the challenges faced by restaurant owners, particularly in adopting new technologies and marketing strategies, and offers practical advice for improving restaurant sales and customer loyalty. Takeaways Matt Plapp started his journey in traditional media before focusing on restaurant marketing. America's Best Restaurants aims to highlight unique stories of local restaurants. Digital marketing has transformed how restaurants engage with customers. Restaurant owners often struggle with time management, impacting their marketing efforts. Creating irresistible offers can significantly increase customer engagement. Storytelling is a powerful tool for restaurants to connect with their audience. Many restaurants are still behind in adopting technology for operations and marketing. Building a customer database is crucial for long-term success in the restaurant industry. Consistency in marketing efforts leads to better customer retention and engagement. Matt emphasizes the importance of using customer data to drive marketing strategies. Timestamps 00:00 Engage and capture walk-in restaurant customers' data. 04:41 Friends' efforts led to business skill shift. 07:55 Nike's wealth contrasts local restaurants' immigrant stories. 09:38 Create media on restaurants, sharing owners' stories. 13:10 Visionary branding strategy for independent restaurant marketing. 17:54 Guess the jar amount, enter competition, collect data. 21:45 Improve marketing; avoid repetitive digital content. 25:20 Be genuine; share stories, not just selling. 26:56 Focus on consistent output over view counts. 31:03 Seeking tools for engagement-driven data and sales. 33:13 Spoke at conference about restaurant marketing books. 35:33 Fragmented restaurant data systems lack integration. 41:02 People choose cheap, unreliable solutions due to time constraints. 42:40 Cook caught stealing steaks from restaurant dumpster. 45:36 Engage restaurant visitors with personalized offers. 49:52 Gym partner later sold companies for millions. 51:19 Effective data use boosts customer business engagement.

About the Episode In this conversation, Olga Lopategui, founder of Restaurant Loyalty Specialists, shares her journey from corporate roles in international marketing to establishing her own consulting firm focused on restaurant loyalty programs. She discusses the common pitfalls restaurants face when implementing loyalty programs, the evolution of these programs over the years, and the impact of third-party platforms on customer loyalty. Finally, Olga emphasizes the importance of understanding customer data, key metrics for success, and the future trends in restaurant loyalty, including the integration of AI for better segmentation and analytics. Takeaways Olga transitioned from corporate roles to consulting due to family commitments. Restaurant Loyalty Specialists focuses on helping chains optimize their loyalty programs. Common mistakes include neglecting ongoing management of loyalty programs. Loyalty programs have become more accessible to smaller chains over the years. Third-party platforms complicate the loyalty landscape for restaurants. Individual venues should focus on email marketing and in-store acquisition. Olga's passion for food drives her work in the restaurant industry. Consulting is tailored to the specific needs of restaurant chains. Key metrics for loyalty success include participation rates and spend lift. AI will play a significant role in the future of loyalty programs. Timestamps 00:00 Impressive career led to founding own company. 04:22 Clients seek help evaluating loyalty program effectiveness. 06:59 Specialize in restaurant chains, knowledgeable about operations. 11:25 Brands often misjudge CRM software for growth. 15:11 Third-party platforms have minimal overlap with guests. 17:01 Promote first-party ordering on all packaging. 22:47 Restaurants make cities special and memorable. 26:15 Each platform suits different business needs. 29:23 Loyalty guests prioritize value, expecting brand discounts. 33:00 Focus on product preferences and consumption patterns. 35:38 AI enhancing segmentation through generative improvements. 37:52 Email for updates on restaurant loyalty news.

About the Episode In this engaging discussion, Scot shares his methodologies in concept development, emphasizing market research and unique positioning, like the creation of a Persian and Eastern Mediterranean concept for a historic British manor house hotel. He advocates for pushing boundaries, tackling implementation challenges, and ensuring operational efficiency. Scot and Angelo explore the intricacies of hotel operations, financial oversight, and the implementation of inventory systems. They also touch on the benefits of real-world validation of strategies and the importance of personalized experiences, particularly for Gen Z consumers. This episode is packed with practical insights and recommendations for industry adaptation, including the use of modern technology and authentic content marketing. Get ready to gain valuable knowledge from these seasoned professionals and learn about the dynamic future of the hospitality sector! Tune in to EP 55 of Wisking It All Podcast now. Takeaways Auden Hospitality focuses on food and beverage consultancy for hotels. Scot's journey into hospitality began with a job at 16. Cultural differences significantly impact hospitality practices. Hotels need to adapt to the evolving food and beverage landscape. Independent restaurants are more agile than hotels in operations. Consultancy should involve implementation, not just strategy. Tech innovations can streamline operations and enhance guest experiences. Personalized experiences are crucial for attracting Gen Z consumers. Investing in videography can drive restaurant bookings. Future trends in hospitality will focus on unique experiences. Timestamps 00:00 Best-paying job inspired hospitality industry passion. 03:44 Worked in 14 countries, learned to listen. 08:37 Emirates' streamlined process exemplifies outstanding hospitality. 10:46 Hotels were primary meeting spots before remote work. 14:20 Industries must adapt to prevent disruption, requiring innovation. 17:23 Hotels' food and beverage running at a loss. 19:40 Lost passion for brand-building; left job without plan. 24:17 Your oldest friend offers trustworthy, exceptional support. 29:02 Aligning data with observations to identify issues. 29:56 Align purchasing, automate processes, define concepts for improvement. 34:19 Arden team excels in operational implementation and support. 36:35 We handle recipe setup for our clients. 42:29 Focus on controllable metrics, not rigid budgets. 45:24 Tech automates tasks, freeing teams for efficiency. 48:26 Equipment improves workflow, consistency, and operational efficiency. 50:22 Gen Z consumers value personalized, experiential, local stays. 53:21 Follow LinkedIn profile; listen to "Hospitality Huddles" podcast.

About the Episode Jay Ashton, hospitality and food service business coach and consultant, discusses the evolution of the restaurant industry and the challenges faced by restaurateurs. He shares his personal journey in the industry and how it saved him from a chaotic upbringing. Jay also explores notable trends in the restaurant space, such as the impact of the internet and the rise of AI. Moreover, he emphasizes the need for restaurants to adapt to new technologies and explore additional revenue streams to increase profitability. Jay suggests innovative ideas like advertising in drive-throughs and co-branding partnerships to generate more income. In this conversation, Jay Ashton, known as Canada's restaurant guy, discusses the importance of thinking outside the box in the restaurant industry. He shares innovative ideas such as co-branding with other businesses, implementing subscription models, and creating unique dining experiences. Finally, Jay gave importance of  the need for restaurants to challenge the status quo and find new ways to engage customers. He also talks about his upcoming book, 'Alone in Hospitality,' which explores the challenges and experiences of being in the restaurant industry. Takeaways The restaurant industry has undergone significant changes, driven by factors such as the internet and AI. Restaurateurs need to adapt to new technologies and explore additional revenue streams to increase profitability. Innovative ideas like advertising in drive-throughs and co-branding partnerships can generate additional income. The human element in the restaurant industry can be a challenge, and AI may play a role in removing human interference and improving efficiency. Full-service restaurants may become more focused on special occasions, while QSRs and fast-casual establishments may leverage automation and AI to streamline operations. Thinking outside the box is crucial in the restaurant industry to stay innovative and competitive. Co-branding with other businesses can create new opportunities and generate additional income. Subscription models for restaurants can be a successful and profitable strategy. Creating unique dining experiences can attract customers and set a restaurant apart from competitors. Challenging the status quo and embracing innovation is essential for long-term success in the industry. Timestamps 00:00 Introduction and Background 02:30 What Got Jay Ashton into the Restaurant Industry 07:17 Notable Trends in the Restaurant Space 11:08 Challenges and Opportunities for Restaurants 17:23 The Role of AI in the Restaurant Industry 19:12 The Future of Full-Service and QSR Restaurants 28:16 Exploring Additional Revenue Streams 31:08 Innovative Ideas for Increasing Profitability 33:01 Thinking outside the box in the restaurant industry 43:46 The concept of paying people to eat at a restaurant 48:52 Creating unique dining experiences 56:03 Challenging the status quo in the restaurant industry 01:00:23 Alone in Hospitality: Exploring the challenges and experiences of the restaurant industry This podcast is powered by Pinecast.

About the Episode Olivier Rassinoux, Vice President of Restaurant and Bar at Patina Restaurant Group, discusses his background and the operations of the restaurant group. The group owns 30 restaurants with different concepts and is owned by Delaware North. They have a significant business with Disney and also operate in New York, Boston, and Southern California. Olivier shares his journey in the hospitality industry, starting as a line cook and working his way up. He emphasizes the importance of travel and gaining experience, as well as finding mentors and building relationships. Olivier also talks about the challenge of maintaining consistency across a diverse portfolio of restaurants and the importance of trust and delegation. In this conversation, Olivier Rassinoux, discusses the challenges and opportunities in the restaurant industry. He emphasizes the importance of innovation and creativity while maintaining operational efficiency. Rassinoux also shares his thoughts on the future of full-service restaurants and the need for human connection in a tech-driven world. He highlights the rewarding aspect of seeing teams grow and succeed and offers advice for aspiring restaurateurs. Rassinoux mentions upcoming projects and expansions for Patina Restaurant Group. Takeaways Travel and gain experience in different locations to broaden your skills and perspective in the hospitality industry. Find mentors and build relationships with experienced professionals who can guide and support your career growth. Trust and delegation are key to managing a diverse portfolio of restaurants and maintaining consistency. Share knowledge and collaborate with other restaurants in the industry to create a thriving community. Innovation and creativity are essential in the restaurant industry, but it's important to balance them with operational efficiency. Full-service restaurants may become more valuable in a tech-driven world as people seek human connection and unique experiences. The success of a restaurant depends on many factors, including the quality of food, service, and overall guest experience. Building strong teams and seeing their growth and success is a rewarding aspect of a career in the restaurant industry. Taking risks and being open to new ideas is crucial for success in the industry. Patina Restaurant Group has exciting projects and expansions in the pipeline, including the launch of an American Brasserie concept. Timestamps 00:00 Chef's child to culinary career across locations. 05:13 Travel for work when young; invaluable experience. 07:43 Mentors are important; don't hesitate to ask. 10:56 Tell us about your top-rated steakhouse, please. 15:54 Empowerment shifts leadership from directive to supportive. 18:52 Innovation requires questioning and pushing traditional boundaries. 21:54 Emerging hybrid restaurant genre blends service levels. 24:11 Full service becomes valuable as it rarifies. 28:45 Innovate, share items to manage production efficiently. 30:52 Many factors influence memorable restaurant experiences. 35:46 Motivated managers improve overall employee and guest experience. 38:39 Celebrate growth; maintain connections; travel often; reminisce. 40:15 Global operations, new website, reach out anytime. This podcast is powered by Pinecast.

About the Episode In this episode, we’ll explore how GiftAMeal transforms everyday dining experiences into opportunities for generosity, with a stunning milestone of 2 million meals donated to food banks. We'll discuss the metrics and emotional connections that drive customer loyalty and behavior, and reveal how restaurants—from local spots to national chains—are integrating this initiative to make a positive impact. Andrew will share insights on the challenges and triumphs of scaling GiftAMeal, the strategic importance of social media marketing, and future plans to expand their mission. If you’re in the restaurant industry or just passionate about social good, this episode is packed with valuable information and heartwarming stories. So, join us as we WISK it all together with Andrew Glantz on "WISKing It All!" Takeaways GiftAMeal is a platform that allows restaurants to engage with their community and customers by making a donation to a local food bank for every photo taken by a guest. The program has reached 2 million meals donated and has shown positive impacts on customer loyalty, satisfaction, and online reviews. Restaurants can integrate GiftAMeal into their own mobile apps and utilize user-generated content for marketing purposes. Joining GiftAMeal is a quick and easy process, and there are plans to expand the program to support more restaurants and causes. Timestamps 00:00 Entrepreneurial, social impact journeys merge through business. 03:16 Integrated entrepreneurship, social impact, and emotional-branding for restaurants. 09:06 GiftAMeal fosters emotional connection, boosting guest loyalty. 11:11 Marketing often deprioritized due to restaurant challenges. 15:20 User-generated content aids restaurant marketing and feedback. 18:22 GiftAMeal suits quick, casual dining, coffee shops. 21:52 Quick sign-up for customized promo materials, fast launch. 25:25 Recording and sharing uplifting restaurant customer stories. 29:08 Exploring technology to enhance restaurant social responsibility. 31:13 Visit GiftAMeal.com for partnership and demo information. This podcast is powered by Pinecast.

About the Episode Abhinav Kapur, co-founder and CEO of Bikky, discusses the customer data platform for restaurants and the importance of understanding guest behavior. Bikky pulls in data from various sources, such as point of sale, payments, online ordering, reservations, and loyalty, to help restaurants gain insights into their customers. Kapur shares his journey of transitioning from finance to the restaurant industry and the inspiration behind starting Bikky. He also emphasizes the need for actionable data and the challenges of cutting through the noise in the restaurant tech space. Bikky recently raised $8 million in a Series A funding round and plans to invest in product development and scaling the business. So, whether you run a quick service spot or a casual dining joint, this episode has some golden nuggets to boost your game. Grab your headphones and let’s get into it! Takeaways Bikky is a customer data platform for restaurants that helps them understand guest behavior and make data-driven decisions. Restaurants need actionable data to strategically grow their businesses and improve customer experiences. The restaurant industry is transitioning to digital, and there is a need for tools and resources to leverage the data generated. Choosing best-of-breed solutions that address specific pain points can be more effective than all-in-one systems. Raising prices can have an impact on customer frequency and behavior, and digital penetration in the restaurant industry is still growing. Timestamps 00:00 Introduction and Background of Bikky 02:05 The Importance of Understanding Guest Behavior 04:23 Realizing potential in restaurant business through data. 05:51 Abhinav Kapur's Journey from Finance to the Restaurant Industry 08:43 Marketing automation for restaurants leveraging first-party data. 09:13 Challenges of Restaurant Tech and Cutting Through the Noise 12:53 Evaluating new menu items for customer impact. 14:45 Bikky's Biggest Challenge 16:16 Ecosystem changes, messaging importance in restaurant technology. 20:55 Bikky Raises $8 Million in Series A Funding 23:08 Bikky's Target Costumers: QSR and Fast Casual 25:25 Credit card token tracks guest information. 26:33 Accelerating investment in product, team, and market. 28:18 Aggressive pricing impacts restaurant customer frequency negatively. 31:15 Where to find Abhinav Kapur and Bikky This podcast is powered by Pinecast.