The Simmer

Nancy Luna is a veteran restaurant industry reporter and writer. She's covered restaurants in some capacity for over two decades for outlets including The Orange County Register, Nation's Restaurant News, and Business Insider. Starting as a blogger on MySpace (!!) during her local newspaper days, Nancy has carved out a niche that's served her as a journalist for decades. On this special summer vacation episode of The Simmer, we talk media, PR, conferences and more.

What's the future of full service restaurants? It's easy to get caught up in growth and scale, but in this industry segment, customer experience *really* matters. Chip Wade took the reins at Union Square Hospitality Group from its storied founder, Danny Meyer. In this episode, we talk about how Wade will move USHG into a new era, including HQ+, the company's new training program for business leaders across industries.

In January, Owner.com announced a $33 million Series B round of funding, mainly from existing investors. According to Owner.com CRO Kyle Norton, it’s in service of helping mom-and-pop restaurants increase direct online sales. In this episode we talk about how restaurants can find and retain online customers, the evolution of restaurant discovery, and why working within narrow constraints — a particular customer set and limited customization options — is Owner’s winning strategy.

Noah Glass, founder and CEO of Olo, discusses the evolution of restaurant technology over two decades. Topics include digital ordering, classic cocktails, and challenges in the industry. They explore loyalty programs, guest relationships, and balancing automation with human touch in the restaurant industry.

Since leaving Eleven Madison Park, the New York City fine dining restaurant he led to worldwide renown, nearly five years ago, Will Guidara has evangelized "unreasonable hospitality," or, as he defines it, the art of giving people more than they expect. As a professional speaker, he's managed to apply principles of running a successful and hospitable restaurant to other industries, from lawn care to insurance. In this episode, we tackle some big questions about the future of restaurants, including technology's role in hospitality. Plus, Will shares the ideas behind two of his newest projects, the annual Welcome Conference (returning to New York in September!), and his twice-monthly newsletter, Pre-Meal. Music provided by Heywood Rex.

Katie Fogertey, CFO of Shake Shack, discusses bespoke deployment, drive-thrus, combo meals, and the importance of kiosks for the company's future. They explore the impact of food delivery services, government regulation, and innovative strategies for enhancing guest experiences.

Q: Who calls restaurants on the phone? A: Far more people than we expected. Alex Sambvani is co-founder and CEO of Slang, a voice AI company that answers the phone for hundreds of restaurants. Over half of calls to restaurants often go unanswered, meaning diners don't get answers to straightforward questions like, "Can I bring my dog to your patio?" On this edition Alex talks us through the good, bad, and ugly of artificial intelligence, and teases "something big" coming from a new partnership. Music provided by Heywood Rex.

Joseph Unger, COO of Gosh Enterprises, shares his extensive experience from being a Subway franchisee to holding significant roles at Taco Bell and Reef Technology. He discusses the rapid evolution of restaurant technology, emphasizing its shift from novelty to necessity. Unger highlights the challenges of integrating autonomous delivery and self-service kiosks, while showcasing the importance of adaptability in the post-COVID landscape. He also reflects on the unique hurdles of transitioning from established brands to fast-paced startups in the hospitality sector.

Don’t call it a ghost kitchen! NYC-based Nimbus empowers the next generation of breakout food brands, providing dedicated kitchen space in hourly, daily, or monthly increments. We talk about what it takes to help food businesses launch, grow, and thrive. Plus, Camilla shares some big news: Nimbus is coming to Chicago! Music provided by Heywood Rex.

Savneet Singh, CEO of PAR Technology, discusses dynamic pricing, customer loyalty, and the acquisition of Task. They explore the challenges and benefits of surge pricing, evolving loyalty programs, and the impact of Thanksgiving on metrics. Additionally, they touch on voice AI in the restaurant industry and the integration of technology for an improved customer experience.