Hospitality Hangout | Expert Strategies & Industry Trends from Hospitality Insiders

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 Episode Credits:Produced by: Branded Hospitality MediaHosted by: Michael Schatzberg, JImmy FrischlingProducer: Julie ZuckerCreative Director: Adam LevineShow Runner: Drewe RaimiPost Production: Three Cheers Creativewww.thehospitalityhangout.com

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 Episode Credits:Produced by: Branded Hospitality MediaHosted by: Michael Schatzberg, JImmy FrischlingProducer: Julie ZuckerCreative Director: Adam LevineShow Runner: Drewe RaimiPost Production: Three Cheers Creativewww.thehospitalityhangout.com

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. Episode Credits:Produced by: Branded Hospitality MediaHosted by: Michael Schatzberg, JImmy FrischlingProducer: Julie ZuckerCreative Director: Adam LevineShow Runner: Drewe RaimiPost Production: Three Cheers Creativewww.thehospitalityhangout.com

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. Episode Credits:Produced by: Branded Hospitality MediaHosted by: Michael Schatzberg, JImmy FrischlingProducer: Julie ZuckerCreative Director: Adam LevineShow Runner: Drewe RaimiPost Production: Three Cheers Creativewww.thehospitalityhangout.com

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. Episode Credits:Produced by: Branded Hospitality MediaHosted by: Michael Schatzberg, JImmy FrischlingProducer: Julie ZuckerCreative Director: Adam LevineShow Runner: Drewe RaimiPost Production: Three Cheers Creativewww.thehospitalityhangout.com

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 Episode Credits:Produced by: Branded Hospitality MediaHosted by: Michael Schatzberg, JImmy FrischlingProducer: Julie ZuckerCreative Director: Adam LevineShow Runner: Drewe RaimiPost Production: Three Cheers Creativewww.thehospitalityhangout.com

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. Episode Credits:Produced by: Branded Hospitality MediaHosted by: Michael Schatzberg, JImmy FrischlingProducer: Julie ZuckerCreative Director: Adam LevineShow Runner: Drewe RaimiPost Production: Three Cheers Creativewww.thehospitalityhangout.com

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. Episode Credits:Produced by: Branded Hospitality MediaHosted by: Michael Schatzberg, JImmy FrischlingProducer: Julie ZuckerCreative Director: Adam LevineShow Runner: Drewe RaimiPost Production: Three Cheers Creativewww.thehospitalityhangout.com

LIVE from the CREATE conference in Palm Springs California, the guys chat with emerging restaurant brand leadership on their growing concepts and path to expansion.Key Takeaways[00:06 - 02:18] Schatzy and Jimmy visit CREATE in Palm Springs[02:20 - 05:27] How and Why Francesco and Allessandro developed a restaurant rooted in healthy vegetables[05:29 - 08:02] Francesco's experience raising capital for Avocaderia on Shark Tank[08:08 - 09:38] Operating in the toughest markets, like NYC[10:10 - 10:53] Avocaderia is becoming...Avo! 🥑[10:57 - 13:01] Talking Back, Francesco's Version[13:06 - 14:59] Where is Avo at two years from now? Understanding consumer behavior and utilizing data to create rich hospitality experiences[16:46 - 18:55] Branded Quickfire: Palm Springs Rat Pack edition[21:19 - 24:42] Welcoming Mehdi Zarhloul, CEO of Crazy Pita Restaurant Group[24:45 - 26:53] Transitioning from a lifestyle business to legacy brand through franchising for 17 years. What do the next 17 years hold?[26:53 - 29:56] Combining tech and effective operations, Mehdi's tips for finding balance.[29:57 - 34:29] Talking Back with Mehdi, existential questions for Jimmy and Schatzy about their regrets and bucket lists[34:31 - 36:16] Spice is Right, the cost of a Jimmy John's combo meal[36:18 - 39:27] Quickfire with Medhi[39:45 - 40:26] Jimmy Buffet and Crazy Jimmy[40:27 - 42:26] Introducing Daniella Senor, CEO of Colada Shop[42:28 - 44:10] Daniella's entrepreneurial spirit and her goal creating a welcoming space in her stores[44:50 - 46:05] What's next for Colada Shop, new markets[46:08 - 48:46] Talking Back, Daniella picks Jimmy and Schatzy's brain on markets[48:50 - 50:47] Spice is Right, rounding out at Olive Garden[50:46 - 52:33] Crystal Ball: Daniella predicts more AI, more robots[52:33 - 55:56] Branded Quickfire lightning round[56:00 - 01:01:23] Talking Back, Jimmy-style Episode Credits:Produced by: Branded Hospitality MediaHosted by: Michael Schatzberg, JImmy FrischlingProducer: Julie ZuckerCreative Director: Adam LevineShow Runner: Drewe RaimiPost Production: Three Cheers Creativewww.thehospitalityhangout.com

In today's episode of Hospitality Hangout, Michael Schatzberg “The Restaurant Guy” and Jimmy Frischling “The Finance Guy” talk to Lauren Bailey, co-founder and CEO of Upward Projects. 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[00:06 - 02:05] Introducing Lauren Bailey, Co-Founder & CEO of Upward Projects[02:08 - 03:36] How Lauren got into the restaurant industry, P.F. Changs and No-Doz[03:36 - 06:02] Lauren's lessons learned as an emerging restauranteur[06:21 - 08:21] 30 restaurants and 5 brands, having fun in the adventure with your teams[08:43 - 09:27] Leave your problems at the door, joking about men's and women's brains[09:29 - 10:28] Bartending in Nantucket, a Jimmy Buffet story[10:29 - 12:00] Schatzy and Jimmy on working in the restaurant industry[14:08 - 15:21] Is Lauren fearless?[15:38 - 16:33] How Lauren works with employees at her restaurants as someone who has worked every role in a restaurant[16:35 - 17:49] What happens when Lauren tries to "Undercover Boss" at her restaurants[17:54 - 23:49] Talking Back — Lauren tests how well Schatzy and Jimmy know each other[23:50 - 26:53] Spice is Right — Dunkin Donuts edition[26:54 - 28:13] Hospitality and communication preferences, restaurants don't answer the phones anymore[28:17 - 29:11] The tech side of restaurant communications, red rage[29:13 - 31:06] Branded Quickfire Episode Credits:Produced by: Branded Hospitality MediaHosted by: Michael Schatzberg, JImmy FrischlingProducer: Julie ZuckerCreative Director: Adam LevineShow Runner: Drewe RaimiPost Production: Three Cheers Creativewww.thehospitalityhangout.com