Podcasts about Hospitality industry

World-famous restaurateur Will Guidara is back with his latest project — and it's not a restaurant, it's a book. Will was made famous by the over the top service he provided at Eleven Madison Park and, as it turns out, there was a method to the madness.In this episode, Will and I sit down to discuss the formulaic way that he set expectations for his guests' experience and the process he created to exceed those expectations.Be sure to pick up a copy of Will's book, “Unreasonable Hospitality”, when it releases on October 25th._________________________________________________________Free 5-Day Restaurant Marketing Masterclass – This is a live training where you'll learn the exact campaigns Josh has built and tested in real restaurants to attract new guests, increase visit frequency, and generate sales on demand. Save your spot at restaurantbusinessschool.comFull Comp is brought to you by Yelp for Restaurants: In July 2020, a few hundred employees formed Yelp for Restaurants. Our goal is to build tools that help restaurateurs do more with limited time.We have a lot more content coming your way! Be sure to check out our other content:Yelp for Restaurants PodcastsRestaurant expert videos & webinars

Most leaders talk about transforming hospitality. Bashar Wali actually walked away from a $150 million hotel portfolio to do it. The founder of This Assembly, Wali is building a new kind of hospitality ecosystem, one centered on emotion, belonging, and human connection rather than automation and efficiency. In this episode, Dean Arun Upneja speaks with Wali about why the future of hospitality isn't just digital, but deeply human. From challenging the idea that loyalty can be bought with points to exploring how AI should enhance emotional intelligence, Wali urges leaders to rethink what makes hotels truly memorable. A celebrated thought leader and frequent speaker at BU SHA, Wali is known for his powerful TED Talk on why “humanity matters more than material luxuries” and for his keynote at the 2024 BU Hospitality Leadership Summit. With more than 20 years of leadership experience at companies like Wyndham International, Starwood, and Provenance Hotels, he continues to inspire the industry with his conviction that hospitality isn't a transaction; it's a feeling. And in an AI-driven world, that feeling may be the most valuable asset of all. Email us at shadean@bu.eduThe “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Executive Director of Strategic Operations and Corporate RelationsMarketing: Rachel Hamlin, Senior Marketing ManagerResearch: Lu Lan Music: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://creativecommons.org/licenses/by/4.0

I'm Josh Kopel, a Michelin-awarded restaurateur and the creator of the Restaurant Scaling System. I've spent decades in the industry, building, scaling, and coaching restaurants to become more profitable and sustainable. On this show, I cut through the noise to give you real, actionable strategies that help independent restaurant owners run smarter, more successful businesses.In this episode, I dig into one of the toughest parts of leadership: firing. I explain why it isn't a failure but a form of maintenance that protects your team, culture, and long-term success. You'll learn how to identify performance issues early, make fair and informed decisions, and create a system that supports accountability without losing empathy.  TakeawaysFiring should be seen as maintenance, not failure.Keeping mediocre managers can be more costly than firing them.Performance management is about diagnosing issues before dismissing employees.Not every performance problem is a people problem; sometimes it's about systems.Clarity, capability, and care are key factors in employee performance.Firing protects standards and culture, not just punishes individuals.Every firing should lead to a review and improvement of systems.Documenting what broke helps prevent future issues.Refining roles is more important than simply refilling them.Share insights about firing practices to help others in similar situations.Chapters00:00 Introduction to Restaurant Success Strategies01:02 Understanding Employee Performance Management05:44 Implementing Effective Firing PracticesIf you've got a marketing or profitability related question for me, email me directly at josh@joshkopel.com and include Office Hours in the subject line. If you'd like to scale the profitability of your restaurant in only 5 days, sign up for our FREE 5 Day Restaurant Profitability Challenge by visiting https://joshkopel.com.

Travel agencies and hotel operators in Japan are dreading a difficult season ahead as Chinese tourists cancel orders under diplomatic tensions (10:27). China and Kyrgyzstan have pledged mutual support for each other's sovereignty and development after the first foreign ministers' strategic dialogue (15:47). And Washington reportedly expects Ukraine to concede some land under a peace plan that Kyiv said it had no role in drafting (25:08).

Getting people through the door is hard, but getting them to keep coming back? That's where most bar owners drop the ball. Discounts might feel like the move, but they're quietly killing your margins and not building real loyalty. This episode breaks down a smarter, cheaper way to lock in regulars by actually making them feel seen, no gimmicks, no stamp cards. We're talking real talk on recognition, retention, and how to use your POS data to turn first-timers into lifers.If you want your bar to feel like their bar, this is the one to listen to.What You'll Learn:

What if the stable path isn't the right one?Mohammad Farraj was on track to be a trauma surgeon. Instead, he left medicine to launch a taco truck—against family expectations, cultural pressure, and common sense. That truck became Talkin' Tacos, a fast-casual franchise now operating in seven states.In this episode, Mohammad shares what pushed him to walk away from a “safe” life, how a teenage TikTok creator sparked their first viral moment, and why obsessing over experience—not just food—created a brand that keeps growing.This is for any operator who's ever felt the pull to start over and build something real.To learn more about Talkin' Tacos and their nationwide expansion, visit talkintacos.net._________________________________________________________Free 5-Day Restaurant Marketing Masterclass – This is a live training where you'll learn the exact campaigns Josh has built and tested in real restaurants to attract new guests, increase visit frequency, and generate sales on demand. Save your spot at restaurantbusinessschool.comFull Comp is brought to you by Yelp for Restaurants: In July 2020, a few hundred employees formed Yelp for Restaurants. Our goal is to build tools that help restaurateurs do more with limited time.We have a lot more content coming your way! Be sure to check out our other content:Yelp for Restaurants PodcastsRestaurant expert videos & webinars

We followed local chef Matt Rothwell from Thomas Lord Pub & Dining in West Meon on his incredible fundraising challenge to support mental health in hospitality.Inspired by his own journey, Matt set off to run 500k over 5 days to raise money for The Burnt Chef Project Although his route didn't go to plan Matt achieved his goal in raising awareness of mental health in hospitality. Jo Gray was there with pub regulars, supporters, friends & colleagues to welcome him back to the Thomas Lord pub. To sponsor Matt or find out more about his venture click here. Visit The Burnt Chef Project website to see how they help those in the industry. Here’s a link to the Thomas Lord pub.See omnystudio.com/listener for privacy information.

You can have a packed dining room and still be bleeding money, and most owners don't realize it until it hurts. The real problem isn't that you're not busy, it's that you're guessing which hours actually pay the bills instead of looking at what the numbers are quietly trying to tell you. In this episode, I walk you through a simple 5-minute daily habit that shows you exactly which shifts are truly profitable and which ones are just keeping the lights on. You'll see how to spot your strongest dayparts, where labor is quietly eating your margins, and where small adjustments in hours, staffing, or promos could pay off big. By the end, you won't just feel busy, you'll know, in black and white, when your restaurant actually makes money. What You'll Learn

What if your $10 chicken taco isn't competing with food—it's competing with feeling?Matt Egan didn't just open restaurants—he staged immersive experiences. Drawing from a background in film, Matt treats each concept like a set, every server like a character, and every moment like a scene that should stick with you.In this episode, we unpack how he turned storytelling into a competitive edge, why throwaway content kills brands, and the real reason legacy restaurants in L.A. are closing.This is for operators who feel like the work is great but still getting ignored—and are ready to turn their restaurant into a platform for emotion, identity, and belonging. Because when the product is an experience, the margins are in the meaning.To explore his concepts, visit https://www.mirate.la/_________________________________________________________Free 5-Day Restaurant Marketing Masterclass – This is a live training where you'll learn the exact campaigns Josh has built and tested in real restaurants to attract new guests, increase visit frequency, and generate sales on demand. Save your spot at restaurantbusinessschool.comFull Comp is brought to you by Yelp for Restaurants: In July 2020, a few hundred employees formed Yelp for Restaurants. Our goal is to build tools that help restaurateurs do more with limited time.We have a lot more content coming your way! Be sure to check out our other content:Yelp for Restaurants PodcastsRestaurant expert videos & webinars

I'm Josh Kopel, a Michelin-awarded restaurateur and the creator of the Restaurant Scaling System. I've spent decades in the industry, building, scaling, and coaching restaurants to become more profitable and sustainable. On this show, I cut through the noise to give you real, actionable strategies that help independent restaurant owners run smarter, more successful businesses. In this episode, I dive into one of the most overlooked parts of running a successful restaurant—the lease. I explain how rent isn't just an expense but a performance metric that can shape your entire business. You'll learn how to negotiate from a position of strength, build better relationships with landlords, and know when walking away is the smartest move for your bottom line.  TakeawaysYour lease can bankrupt you while you're succeeding.Treat rent as a performance metric, not a bill.Negotiate from proof, not panic.Investors don't ask for discounts, they ask for upside.A bad lease with great sales is just a trap.Know when to walk away and leave rich.Highlight every clause that changes over time.Schedule a lease review with your accountant, not your landlord.Your landlord is your most dangerous business partner.Share this with an owner still negotiating like a tenant.Chapters00:00 Introduction to Restaurant Success Strategies01:52 Understanding the Lease as a Business Tool05:39 Negotiation Tactics for Restaurant OwnersIf you've got a marketing or profitability related question for me, email me directly at josh@joshkopel.com and include Office Hours in the subject line. If you'd like to scale the profitability of your restaurant in only 5 days, sign up for our FREE 5 Day Restaurant Profitability Challenge by visiting https://joshkopel.com.

What happens when the dream starts to feel like a trap?For Paul Denamiel, chef-owner of Le Rivage, the pandemic forced a reckoning. After decades of nonstop hustle—no days off, total immersion—he finally stepped back…and liked what he saw. Time with his wife. Peace. Clarity. And the terrifying realization that maybe, just maybe, the restaurant didn't need him anymore.In this episode, Paul opens up about the drug of service, the grief and growth that followed his father's passing, and how he learned to run a restaurant without sacrificing himself in the process. He shares how failure shaped his business chops, why he rejected the spotlight even after working at Le Cirque, and how it feels to finally find someone worthy of taking the reins.This is for every operator wrestling with legacy, identity, and the cost of doing it all.To learn more about La Rivage, visit lerivagenyc.com._________________________________________________________Free 5-Day Restaurant Marketing Masterclass – This is a live training where you'll learn the exact campaigns Josh has built and tested in real restaurants to attract new guests, increase visit frequency, and generate sales on demand. Save your spot at restaurantbusinessschool.comFull Comp is brought to you by Yelp for Restaurants: In July 2020, a few hundred employees formed Yelp for Restaurants. Our goal is to build tools that help restaurateurs do more with limited time.We have a lot more content coming your way! Be sure to check out our other content:Yelp for Restaurants PodcastsRestaurant expert videos & webinars

You're probably undercharging your beers and overpricing your cocktails and not even realizing it.If your pricing is based on “what everyone else is doing,” you're not being strategic, you're just gambling with your margins.This episode hands you a quick 4-step pricing audit you can run this week to spot hidden profit leaks and reposition your prices without scaring off regulars.You'll see exactly where your pricing doesn't match your guest experience and how to charge more where it actually makes sense.If you've ever felt like you're working hard but your bar still isn't making what it should this is why.What You'll Learn

What if your biggest failure was the reason your next move actually worked?That's the story of Henry Rich—former candy entrepreneur turned neighborhood restaurateur—who's spent the last 15 years building one of Brooklyn's most beloved hospitality groups. He didn't start with a restaurant pedigree or investor backing. He started with recession scars, a cheap lease, and a gut-level belief in community over concept.In this episode, Henry unpacks how early failure gave him an “unfair advantage,” why occasion matters more than aesthetic, and the brutal economics of opening restaurants in 2025. We get into unit economics, location strategy, and why most restaurateurs are scaling too fast—and paying for it later.This is for operators who've been burned, who are building back, or who are trying to play the long game in a short-term world.To learn more about the Oberon Group and their work in Brooklyn and beyond, visit theoberon.co._________________________________________________________Free 5-Day Restaurant Marketing Masterclass – This is a live training where you'll learn the exact campaigns Josh has built and tested in real restaurants to attract new guests, increase visit frequency, and generate sales on demand. Save your spot at restaurantbusinessschool.comFull Comp is brought to you by Yelp for Restaurants: In July 2020, a few hundred employees formed Yelp for Restaurants. Our goal is to build tools that help restaurateurs do more with limited time.We have a lot more content coming your way! Be sure to check out our other content:Yelp for Restaurants PodcastsRestaurant expert videos & webinars

Send us a text with your feedback on an episode and recommendations for topics you'd like us to discussWow! Episode 62 is here and what a special one. She puts the Angel in Los Angeles and her positive mindset is inspiring and left the guys in awe! Caitlin Bryant, CEO and Founder of Make Good Company, joins the guys.  Caitlin's story and her nontraditional path into aviation as well her drive should be a story that everyone listens to and uses it to motivate you and your dreams...and do it with a smile! Tune in as we cover (along with her happiness about the LA Dodgers):Caitlin's Start in the Hospitality Industry and The Places It Took Her ToHer Unique Intro to the Airport SpaceUnderstanding Airport Concessions and Customer ExperiencePersonal Growth, Importance of Family & Ancestors, and Cultural HeritageWBE Owned and Led, Staying True to Yourself and Keeping That Glass Half Fulland of course....Fun Question to End the Show!Learn More About Caitlin: Linked In: https://www.linkedin.com/in/caitlin-bryant-66867922 Make Good Company: https://makegoodcompany.com/Click subscribe and please leave a rating and review! We appreciate all of our listeners! Please leave a comment and rating via the podcast platform you use to enjoy your podcasts! Make sure to follow the No U-Turn Podcast crew on Linked In and Instagram! Linked In: https://www.linkedin.com/company/no-u-turn-podcast/ Instagram: nouturn_podcast Follow the guys on Linked In: Ravi Singh: www.linkedin.com/in/ravi-h-singh-1508006 Chris Fernando: https://www.linkedin.com/in/chris-fernando Basil Yap: https://www.linkedin.com/in/basil-yap-461b1975 Check out Terry Ann Fernando, the designer of our No U Turn logo: https://www.linkedin.com/in/terry-ann-fernando-70b5b07

I'm Josh Kopel, a Michelin-awarded restaurateur and the creator of the Restaurant Scaling System. I've spent decades in the industry, building, scaling, and coaching restaurants to become more profitable and sustainable. On this show, I cut through the noise to give you real, actionable strategies that help independent restaurant owners run smarter, more successful businesses.In this episode, I dig into how smart menu design can completely transform your restaurant's performance. I explain how structure, storytelling, and price positioning shape the guest experience and directly impact profitability. You'll learn how to streamline decisions, highlight your most profitable items, and turn your menu into one of your most powerful marketing tools. TakeawaysStructure is key to a profitable menu.Cutting choices, not items, improves decision-making.Menus should guide the guest's journey logically.Price positioning enhances perceived value.Storytelling in menu descriptions increases sales.Emotional language resonates more than technical jargon.Observing guest behavior can identify menu choke points.Clear section headings improve menu navigation.Pricing anchors make items feel more affordable.Redesigning menus can reduce decision time.Chapters00:00 Introduction to Restaurant Marketing Masterclass01:02 Understanding Menu Structure for Profitability03:17 Designing Menus for Decision Efficiency05:12 The Importance of Price Positioning06:11 Crafting Emotional Menu Descriptions07:38 Actionable Steps to Improve Your MenuIf you've got a marketing or profitability related question for me, email me directly at josh@joshkopel.com and include Office Hours in the subject line. If you'd like to scale the profitability of your restaurant in only 5 days, sign up for our FREE 5 Day Restaurant Profitability Challenge by visiting https://joshkopel.com.

In this episode, employee benefits and tax attorney Lorie Maring from Fisher Phillips explains why the new "no tax on tips and overtime" law is a little more complicated than it sounds.

Could you quit at the top of your game–just as your dreams were coming true? At the height of critical acclaim, Kevin Tien walked away from Himitsu, not because it failed, but because it no longer aligned. That decision rewired how he thinks about success, leadership, and the cost of ignoring your gut.In this conversation, Kevin opens up about leaving good money and momentum on the table, learning the hard way that growth without clarity leads to chaos, and why he now builds restaurants that invest in people first—even if it hurts margins. We dig into the emotional toll of misaligned partnerships, the power of complementary leadership, and how quitting isn't weakness—it's evolution.If you're stuck between what's working and what's right, this one's for you.To learn more on Moon Rabbit, visit moonrabbitdc.com._________________________________________________________Free 5-Day Restaurant Marketing Masterclass – This is a live training where you'll learn the exact campaigns Josh has built and tested in real restaurants to attract new guests, increase visit frequency, and generate sales on demand. Save your spot at restaurantbusinessschool.comFull Comp is brought to you by Yelp for Restaurants: In July 2020, a few hundred employees formed Yelp for Restaurants. Our goal is to build tools that help restaurateurs do more with limited time.We have a lot more content coming your way! Be sure to check out our other content:Yelp for Restaurants PodcastsRestaurant expert videos & webinars

Introduction: In this episode, we are joined by Molly Whiteside, a psychology student at Nottingham Trent University, to discuss her recent research report, "Am I Being Served?" which explores emotional exploitation in the hospitality industry. With lived experience in the field, Molly delves into the prevalence of economic and verbal exploitation, unsafe working conditions, and the lack of psychological safety faced by young employees. We explore the surprising and often shocking findings from her research, which combines quantitative and qualitative data to paint a vivid picture of the challenges faced by 16-25 year olds in the workplace. From unfair pay and a lack of job security to the gendered nature of harassment, this episode uncovers the root causes of these issues and offers practical advice for young people, managers, and the industry as a whole. Show Notes: Welcome and an Unexpected Question (00:09 - 05:25): We welcome Molly Whiteside to the podcast and kick things off with our signature unexpected question: "What kind of person makes a good seat companion on an aeroplane?". The Motivation Behind the Research (05:26 - 07:50): Molly explains what prompted her to research emotional exploitation in the hospitality industry, drawing from her personal experiences and observations of a lack of psychological safety in the workplace. Surprising Findings and Statistics (07:51 - 12:01): We dive into the most surprising findings from Molly's research, including the high prevalence of exploitation, with around 70% of people having experienced some form of it. We also discuss the demographic focus of the survey, which was on 16 to 25-year-olds. Qualitative vs. Quantitative Data (12:02 - 16:25): Molly breaks down the differences between what the numbers and the stories revealed. While quantitative data showed middle-of-the-road satisfaction with treatment, the qualitative data uncovered a wealth of personal experiences, particularly highlighting the different types of exploitation faced by women compared to men. Job Security, Pay, and Communication (16:26 - 19:56): We explore the statistics around job security, with 35% of participants feeling confident they wouldn't be unfairly dismissed, but 10% feeling the complete opposite. Molly also touches on the disconnect between employees feeling comfortable talking to colleagues but not managers. Recommendations for a Better Workplace (19:57 - 23:43): Molly offers actionable recommendations for young people, managers, and the hospitality industry as a whole. For young people, it's about education and knowing your rights. For employers, it's about creating psychological safety and not letting biases control employee treatment. For the industry, it's a call for more robust policies and training, especially in smaller businesses. What's Next for Molly? (23:44 - 26:12): Molly shares her exciting future plans, including her role in the "Women in Business" society, becoming a "Consent is Everything" workshop facilitator, and starting her own podcast aimed at students. Wrapping Up (26:13 - 28:00): We thank Molly for her invaluable contributions to the podcast and her work with us. Resources: Read the full research report, "Am I Being Served?": https://emotionatwork.co.uk/behind-the-smile-the-hidden-cost-of-hospitality-for-young-workers/ Contact Us: If you're looking to create a more psychologically safe and emotionally intelligent workplace, get in touch with us at hello@emotionatwork.co.uk. You can also connect with Molly here: https://www.linkedin.com/in/mollywhiteside/

What if the true path to restaurant profitability is rethinking our business model entirely?Close to a decade ago, today's guest changed the way I saw our industry forever and he's here to do the same for you. Today we sit down with Celebrity Chef Neal Fraser as he pulls back the curtain on how Redbird—a 50-seat dining room attached to a cathedral—became one of LA's most dynamic and profitable hospitality businesses. He shares how focusing on events over covers gave him control, stability, and scale. We get into the systems he built, the mindset shift that made it possible, and why too many operators are white-knuckling restaurants that no longer serve them.This is for operators tired of hoping for Wednesday walk-ins—and ready to take back control of their business.To learn more about Redbird, visit https://redbird.la._________________________________________________________Free 5-Day Restaurant Marketing Masterclass – This is a live training where you'll learn the exact campaigns Josh has built and tested in real restaurants to attract new guests, increase visit frequency, and generate sales on demand. Save your spot at restaurantbusinessschool.comFull Comp is brought to you by Yelp for Restaurants: In July 2020, a few hundred employees formed Yelp for Restaurants. Our goal is to build tools that help restaurateurs do more with limited time.We have a lot more content coming your way! Be sure to check out our other content:Yelp for Restaurants PodcastsRestaurant expert videos & webinars

I'm Josh Kopel, a Michelin-awarded restaurateur and the creator of the Restaurant Scaling System. I've spent decades in the industry, building, scaling, and coaching restaurants to become more profitable and sustainable. On this show, I cut through the noise to give you real, actionable strategies that help independent restaurant owners run smarter, more successful businesses.In this episode, I break down why discounting is one of the biggest traps in the restaurant industry and how it can actually hurt your brand long term. I explain how to build real value through storytelling and emotional connection instead of cutting prices. You'll learn how to create scarcity, meaning, and loyalty that drive both profit and trust—without relying on discounts to fill your seats.  TakeawaysDiscounting attracts deal seekers, not true believers.Sell meaning, not math; value is a feeling.Scarcity builds desire, while discounting builds doubt.A full room doesn't equate to a full bank account.Profit is the cure; busy is just a drug.Kill blanket discounts for a week to assess impact.Highlight the story behind high-margin items.Replace discounts with scarcity plays.Track margin instead of traffic for better insights.Rewrite marketing messages to focus on meaning.Chapters00:00 Introduction to Restaurant Marketing Strategies01:50 The Dangers of Discounting05:39 Building Value Through Meaning and ScarcityIf you've got a marketing or profitability related question for me, email me directly at josh@joshkopel.com and include Office Hours in the subject line. If you'd like to scale the profitability of your restaurant in only 5 days, sign up for our FREE 5 Day Restaurant Profitability Challenge by visiting https://joshkopel.com.

Send us a textOn this episode of The Whet Palette Podcast, host Brenda Popritkin sits down with David Whitaker, President and CEO of the Greater Miami Convention & Visitors Bureau, to discuss Miami's ever-evolving culinary identity.The last time Whitaker joined the show, Miami had just been named Bon Appétit's Food City of the Year and was taking its first steps into the Michelin Guide Florida partnership. Fast-forward to today, and the Magic City's restaurant scene has exploded—claiming James Beard Award wins, Michelin Keys, and countless national headlines celebrating its chefs and culture. This time, Travel + Leisure reported on the  WalletHub report that officially named Miami the "#1 Food City in North America" in September 2025.Michelin, Miami, and Managing SuccessWhitaker credits Miami's success to both innovation and community resilience.“Once you get to the top, managing success is much harder than building to success,” he notes. “But what a privilege it is to maintain our position as one of the world's top dining destinations.”He highlights how Michelin's arrival didn't just reward 17 or so restaurants, it lifted all of Miami's culinary landscape. From Wynwood to Coconut Grove and Downtown Doral, fine dining has become a lifestyle, not a luxury.Beyond the Stars: Miami Spice and Local SupportPrograms like Miami Spice, which celebrates its 25th anniversary next year, continue to help both diners and restaurateurs thrive. In 2024 alone, a record 387 restaurants participated, generating more than seven million visits to the GMCVB's landing page.“Food is synonymous with lifestyle,” says Whitaker. “It's incumbent on all of us to continue to support our chefs. We can't take them for granted.”The Road Ahead: 2026 and BeyondWhitaker also teases a massive upcoming year for Miami:FIFA World Cup 2026 (nine matches hosted locally)College Football National ChampionshipNHL Winter ClassicFormula One and Miami Open returningAnd through it all, food will remain at the center of the city's global brand.“Miami is where you go if you want to make it big as a chef,” Whitaker adds.The TakeawayFrom Michelin stars to farm-to-table innovation, Miami's dining scene continues to evolve with creativity, resilience, and heart.

Hosts James Benham⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ & ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Rob Galbraith⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ are joined by Andrew Bate from VelarisRe. Andrew shares his perspective on how insurance is evolving to better protect the modern hospitality industry. From emerging technologies to shifting guest expectations, Andrew offers insights on building trust, managing risk, and creating safer travel experiences.This Episode is sponsored by ⁠⁠⁠⁠Terra, the Next Generation Claims and Policy Software for Workers' CompVisit

What if chasing prestige meant sacrificing everything else?For Jeff Bell, managing partner at the iconic PDT in NYC, bartending has never just been about cocktails—it's about culture, connection, and the quiet cost of longevity.In this episode, he shares what 15 years inside one of the world's most celebrated bars has taught him about endurance, humility, and the evolution of hospitality. We get into why bartending is both beautiful and brutal, how alcohol amplifies more than it numbs, and what makes a bar truly last. This isn't about kitschy phone booths or speakeasy gimmicks—it's about the discipline and heart behind enduring relevance.If you've ever wondered what it really takes to build something timeless, this is that conversation.To learn more about PDT and their award-winning cocktail program, visit pdtnyc.com._________________________________________________________Free 5-Day Restaurant Marketing Masterclass – This is a live training where you'll learn the exact campaigns Josh has built and tested in real restaurants to attract new guests, increase visit frequency, and generate sales on demand. Save your spot at restaurantbusinessschool.comFull Comp is brought to you by Yelp for Restaurants: In July 2020, a few hundred employees formed Yelp for Restaurants. Our goal is to build tools that help restaurateurs do more with limited time.We have a lot more content coming your way! Be sure to check out our other content:Yelp for Restaurants PodcastsRestaurant expert videos & webinars

A Gluten Free Podcast Episode 204 My guest on today's episode is founder of Nonie's Bakery, Nonie Dwyer. We'll talk about Nonie's coeliac disease diagnosis and upbringing, her time in hospitality, becoming a chef and what led to her creating a well-loved artisan gluten free bakery.  What we'll cover: * Introducing Nonie and how we found each other* Defining Nonie's and their mission * How Nonie's operates in three different areas: providing breads for cafes and restaurants, wholesale and local farmer's markets * Nonie's coeliac disease diagnosis * Nonie's background and growing up in the Southern Highlands * Nonie's transition to gluten free life and the options available at the time * Nonie's struggles with dining out with coeliac disease * How Nonie came to work in hospitality * Nonie's experience working at River Cottage in the UK * How the River Cottage experience inspired Nonie to bake bread * Making gluten free loaves for a friend made Nonie curious to improve her recipes * Nonie returning to Australia to looking after her Mum and struggling with the direction of her hospitality career* Early days of Nonie's Bakery * Education process when cafes and restaurants stock Nonie's bread * Nonie's range of products * Ingredients in Nonie's breads and why the bread is frozen on the day it's baked * How Nonie balances quality over quantity when scaling her business * Nonie's bread packaging and designs * Food Expo in Melbourne * Nonie's expansion and scale of the business model* Where Nonie is currently stocking and where she will expand * Recent experience with a customer in Nonie's store * Where to purchase Nonie's Links Nonie's website - https://noniesfood.com.au/Follow Nonie's on InstagramFollow Nonie's on Facebook Join A Gluten Free Podcast Facebook Group 

What if trying to control everything is the very thing holding your business back? Most operators think control means being everywhere at once. Today's guest thinks that mindset is killing your business.After opening 100+ stores, managing $100M in revenue, and building teams across international brands, Won Jeong realized the real goal isn't knowing everything—it's building systems so you don't have to.In this episode, we unpack how training becomes a growth engine, not a time suck. Won shares how AI is transforming onboarding from guesswork to guided execution, why memorizing SOPs is a waste of leadership potential, and the real ROI of training that makes your team independent—not dependent.If you're ready to stop firefighting and start scaling, this episode is your blueprint.To learn more about Smart Trainer and the future of restaurant training, visit SmartTrainerApp.com._________________________________________________________Free 5-Day Restaurant Marketing Masterclass – This is a live training where you'll learn the exact campaigns Josh has built and tested in real restaurants to attract new guests, increase visit frequency, and generate sales on demand. Save your spot at restaurantbusinessschool.comFull Comp is brought to you by Yelp for Restaurants: In July 2020, a few hundred employees formed Yelp for Restaurants. Our goal is to build tools that help restaurateurs do more with limited time.We have a lot more content coming your way! Be sure to check out our other content:Yelp for Restaurants PodcastsRestaurant expert videos & webinars

I'm Josh Kopel, a Michelin-awarded restaurateur and the creator of the Restaurant Scaling System. I've spent decades in the industry, building, scaling, and coaching restaurants to become more profitable and sustainable. On this show, I cut through the noise to give you real, actionable strategies that help independent restaurant owners run smarter, more successful businesses.In this episode, I dive into what it really takes to scale a restaurant successfully—and why opening a second location isn't always the right next step. I break down how to strengthen your systems, master your financials, and get your house in order before expanding. I share the key lessons I've learned about maximizing one restaurant's potential first, so growth becomes sustainable, not stressful.  TakeawaysExpansion isn't a milestone; it's a multiplier.A second location doubles your overhead, not your skill.Scaling inside one location is smarter, cheaper, and faster.Most operators have 30 to 40% more revenue potential in their existing location.If you can't take a two-week vacation without issues, you're not ready to multiply.Expansion is math, not momentum.You need a minimum of 18% net profit margin before expanding.Having a cash cushion of six months of operational costs is crucial.You should have a leadership team that can clone themselves.Focus on maximizing current revenue before considering a second location.Chapters00:00 Introduction to Restaurant Success01:51 The Myths of Expansion05:40 Preparing for Expansion07:07 Actionable Steps for GrowthIf you've got a marketing or profitability related question for me, email me directly at josh@joshkopel.com and include Office Hours in the subject line. If you'd like to scale the profitability of your restaurant in only 5 days, sign up for our FREE 5 Day Restaurant Profitability Challenge by visiting https://joshkopel.com.

What if AI could make your restaurant more human, not less?That's the bold idea Devana Bhargava is betting on. As a product leader at Yelp, she's rethinking restaurant tech from the inside out—building tools that support staff instead of replacing them.In this episode, we dig into the design philosophy behind Yelp Host, why your Yelp page converts better than your Instagram, and how Devana's team builds with operators, not just for them. She shares the questions that unlock real insights, the AI features that are actually working, and why independents are outpacing the big guys with smarter tech.This one's for every operator who's tired of tech that gets in the way—and ready for tools that finally get it right.To learn more about how Yelp is supporting restaurants with human-first tools, visit restaurants.yelp.com._________________________________________________________Free 5-Day Restaurant Marketing Masterclass – This is a live training where you'll learn the exact campaigns Josh has built and tested in real restaurants to attract new guests, increase visit frequency, and generate sales on demand. Save your spot at restaurantbusinessschool.comFull Comp is brought to you by Yelp for Restaurants: In July 2020, a few hundred employees formed Yelp for Restaurants. Our goal is to build tools that help restaurateurs do more with limited time.We have a lot more content coming your way! Be sure to check out our other content:Yelp for Restaurants PodcastsRestaurant expert videos & webinars

In this special episode, recorded live at the Prosper Forum, the Hospitality Hangout shines a light on how hospitality leaders are tackling childhood hunger. Featuring Anne Filipic, CEO of Share Our Strength and leader of the No Kid Hungry campaign, along with industry experts Scott Boatwright of Chipotle, Noah Glass of Olo, and Kelly Esten of Toast, we explore the C.E.O. Pledge to End Summer Hunger. This initiative has expanded meal access from just 3 million to nearly 19 million children nationwide, showcasing how public-private partnerships are pivotal in combating food insecurity. We discuss the creativity of restaurant brands in fundraising and awareness, emphasizing how small actions—from rounding up at checkout to volunteering—can make a massive impact. Discover how tech-driven solutions and community engagement are building a stronger, more equitable America, reinforcing the message that we can't have a strong country with weak children. Tune in for hospitality stories and insider insights on making a difference in our communities! 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 Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Does the world really need another coffee shop?That's the question Darren Spicer had to answer before walking away from a six-figure career to start Clutch Coffee. The answer wasn't coffee—it was connection.In this episode, Darren breaks down why community, not caffeine, is his true product, what he learned from Dutch Bros, how he made it his own, and why being “Chick-fil-A for coffee” means never settling for average service.For every operator asking what business they're really in—this episode delivers clarity.To learn more about Clutch Coffee Bar and their work in the community, visit clutchcoffeebar.com._________________________________________________________Free 5-Day Restaurant Marketing Masterclass – This is a live training where you'll learn the exact campaigns Josh has built and tested in real restaurants to attract new guests, increase visit frequency, and generate sales on demand. Save your spot at restaurantbusinessschool.comFull Comp is brought to you by Yelp for Restaurants: In July 2020, a few hundred employees formed Yelp for Restaurants. Our goal is to build tools that help restaurateurs do more with limited time.We have a lot more content coming your way! Be sure to check out our other content:Yelp for Restaurants PodcastsRestaurant expert videos & webinars

I'm Josh Kopel, a Michelin-awarded restaurateur and the creator of the Restaurant Scaling System. I've spent decades in the industry, building, scaling, and coaching restaurants to become more profitable and sustainable. On this show, I cut through the noise to give you real, actionable strategies that help independent restaurant owners run smarter, more successful businesses.In this episode, I dive into how to turn restaurant events into true profit centers instead of simple marketing stunts. I explain why events should be treated as products with clear margins and measurable results, and how that mindset shift can transform your bottom line. I walk through the systems I use to plan, price, and evaluate events so they drive both revenue and brand loyalty.  TakeawaysEvents should make money twice: at the ticket sale and through repeat customers.A great event is a product with a defined cost and profit margin.Hope is not a strategy; measurement is essential for success.Predictability in events leads to increased profitability.Full rooms do not guarantee profit; focus on fat margins instead.Every event should have a clear conversion goal.Delete 'awareness' from marketing vocabulary; prioritize revenue.Audit past events to understand profitability.Create a 12-month event calendar with repeatable, profitable events.Reprice events for margin, not just fill rate.Chapters00:00 Introduction to Restaurant Marketing Strategies01:50 Transforming Events into Profit Centers05:44 Actionable Steps for Event ProfitabilityIf you've got a marketing or profitability related question for me, email me directly at josh@joshkopel.com and include Office Hours in the subject line. If you'd like to scale the profitability of your restaurant in only 5 days, sign up for our FREE 5 Day Restaurant Profitability Challenge by visiting https://joshkopel.com.

How do you define luxury? What if it isn't about white tablecloths—but about meeting every guest, every need, every time?Aaron Bludorn didn't just open a restaurant—he opened a new playbook for hospitality. After a business education under Daniel Boulud and Gavin Kaysen, Aaron took a massive bet: move to Houston, build a concept mid-pandemic, and serve a community he was still getting to know. And that gamble paid off.In this episode, he shares how Bludorn became a “Swiss army knife” of occasion—able to host everything from business dinners to caviar-and-burgers at the bar. He also shares how flexibility became a growth engine and how promoting from within turned his group into a magnet for top-tier talent.This is for operators who want to scale without losing soul—and win by design, not default.To explore his restaurant, visit bludornrestaurant.com _________________________________________________________Free 5-Day Restaurant Marketing Masterclass – This is a live training where you'll learn the exact campaigns Josh has built and tested in real restaurants to attract new guests, increase visit frequency, and generate sales on demand. Save your spot at restaurantbusinessschool.comFull Comp is brought to you by Yelp for Restaurants: In July 2020, a few hundred employees formed Yelp for Restaurants. Our goal is to build tools that help restaurateurs do more with limited time.We have a lot more content coming your way! Be sure to check out our other content:Yelp for Restaurants PodcastsRestaurant expert videos & webinars

Everyone says restaurants are about food, service, or scale. But what if it's really about emotional engineering?Yann didn't come from the kitchen. He came from the world of marketing and strategy. But when he opened Boqueria, he reimagined what a restaurant could be—vibe-forward, high-design, emotionally resonant, and built to scale.In this episode, Yann breaks down why restaurants are “weak link systems,” how to distill a concept to its essence, and why tension—not harmony—is the secret to a space that sings.If you've ever wanted to build something iconic without following industry dogma, this episode will challenge everything you've been told.To learn more about Boqueria, visit boqueriarestaurant.com____________________________________________________________Free 5-Day Restaurant Marketing Masterclass – This is a live training where you'll learn the exact campaigns Josh has built and tested in real restaurants to attract new guests, increase visit frequency, and generate sales on demand. Save your spot at restaurantbusinessschool.comFull Comp is brought to you by Yelp for Restaurants: In July 2020, a few hundred employees formed Yelp for Restaurants. Our goal is to build tools that help restaurateurs do more with limited time.We have a lot more content coming your way! Be sure to check out our other content:Yelp for Restaurants PodcastsRestaurant expert videos & webinars

I'm Josh Kopel, a Michelin-awarded restaurateur and the creator of the Restaurant Scaling System. I've spent decades in the industry, building, scaling, and coaching restaurants to become more profitable and sustainable. On this show, I cut through the noise to give you real, actionable strategies that help independent restaurant owners run smarter, more successful businesses.In this episode, I dive into how to market restaurants more effectively by treating each service as its own unique offering. I explain why lunch, dinner, and brunch each need clear promises and tailored marketing, and how productizing those services can transform customer acquisition. I break down the phased approach I use to launch them and the strategies that actually move the needle on performance. TakeawaysEach service is a standalone product with a single obvious promise.Lunch is not just food earlier; it's a promise of speed and certainty.Different services cater to different customer needs and experiences.Your website should route customers to the service they want.Marketing should focus on one service at a time for better results.Creating a clear offer and ritual for each service is essential.Measure the success of your marketing efforts consistently.Product market fit is crucial for customer acquisition.Awareness builds on the momentum of a strong service offering.Tailor your marketing message to fit into customers' lives.Chapters00:00 Introduction to Restaurant Marketing Strategies01:49 Understanding Different Service Times05:39 Productizing Each Service for Success08:51 Implementing and Measuring Marketing StrategiesIf you've got a marketing or profitability related question for me, email me directly at josh@joshkopel.com and include Office Hours in the subject line. If you'd like to scale the profitability of your restaurant in only 5 days, sign up for our FREE 5 Day Restaurant Profitability Challenge by visiting https://joshkopel.com.

What happens when luxury design meets the wild?Award-winning designer, Graeme Labe, Managing Partner and Chief Design Officer at Luxury Frontiers, shares how he's redefining hospitality by crafting experiences that connect people deeply to nature, while championing sustainability and community. Graeme shares his journey from traditional hospitality design to founding Luxury Frontiers, which focuses on creating unique, luxurious experiences in remote locations. The conversation covers topics such as the importance of experiential hospitality, the challenges of working in remote environments, and the role of sustainability and community engagement in their projects. Graeme also discusses the innovation culture within his team, their participation in the Radical Innovation Award, and the significance of site-specific design.Takeaways: Focus on creating unique, immersive experiences that connect guests to their environment, rather than just providing traditional luxury.Design experiences that gently push guests out of their comfort zones, allowing them to grow while still feeling safe and cared for.Integrate sustainability into every aspect of your projects: from site selection and building materials to community engagement and ongoing operations.Foster a culture of innovation within your team. Set up internal labs or competitions to encourage experimentation with new materials and ideas.Use natural materials and let the surrounding environment take center stage in your designs. Break down barriers between indoors and outdoors to enhance biophilic experiences.Thoughtfully integrate technology to improve comfort and accessibility, but also create opportunities for guests to disconnect and fully immerse themselves in the experience.Treat logistical, regulatory, and environmental constraints as opportunities to innovate and improve your designs.Quote of the Show:“ It's those moments that take you out of your comfort zone, when you're truly immersed in a place, that change your life. That's the kind of experience we try to design for.” - Graeme LabeLinks:LinkedIn: https://www.linkedin.com/in/graeme-labe-a0332b19/ Website: https://www.luxury-frontiers.com/ Instagram: https://www.instagram.com/luxury_frontiers/ Shout Outs:1:16 - Radical Innovation https://www.radicalinnovation.io/ 1:53 - AHEAD Awards https://www.aheadawards.com/ 5:26 - The Lion King https://en.wikipedia.org/wiki/The_Lion_King 7:08 - Orient Express Hotels https://www.orient-express.com/hotels 9:47 - Volkswagen https://www.vw.com/en.html 9:48 - Coleman https://www.coleman.com/ 22:16 - Luca Franco https://www.linkedin.com/in/luca-franco-5507b311/ 28:18 - Blue Sky Award https://www.blueskyawards.com/en/ 30:41 - Anomien Smith https://www.linkedin.com/in/anomien-smith-73917715/ 35:02 - The Crown https://en.wikipedia.org/wiki/The_Crown_(TV_series) 35:05 - King George https://en.wikipedia.org/wiki/George_III 35:09 - Queen Elizabeth https://en.wikipedia.org/wiki/Elizabeth_II 41:34 - Hirsch Bedner https://hba.com/ 41:45 - Michael Bedner https://hba.com/legacy/ 50:59 - Six Senses https://www.sixsenses.com/en/ 51:04 - Ritz Carlton https://www.ritzcarlton.com/ 51:06 - Marriott https://www.marriott.com/default.mi 51:07 - Four Seasons https://www.fourseasons.com/ 

Eric Bost built something remarkable in LA. Then, like so many, he lost it to the pandemic. But what came next wasn't a pivot. It was a complete reinvention.Today, Eric runs four thriving restaurants in a market many still underestimate—North County, San Diego. In this episode, he breaks down how he rebuilt his career by doubling down on team culture, operational clarity, and a commitment to place over prestige. If you've ever felt defined by a loss—this episode is your reset.To explore his work, visit restaurantlilo.com and thisiscampfire.com____________________________________________________________Free 5-Day Restaurant Marketing Masterclass – This is a live training where you'll learn the exact campaigns Josh has built and tested in real restaurants to attract new guests, increase visit frequency, and generate sales on demand. Save your spot at restaurantbusinessschool.comFull Comp is brought to you by Yelp for Restaurants: In July 2020, a few hundred employees formed Yelp for Restaurants. Our goal is to build tools that help restaurateurs do more with limited time.We have a lot more content coming your way! Be sure to check out our other content:Yelp for Restaurants PodcastsRestaurant expert videos & webinars

In this episode, Pat and Tevo discuss the current state of the bar industry in Hoboken, exploring shifts in consumer behavior, the importance of signature dishes, and the challenges of cost management. They delve into innovative happy hour strategies, the impact of regulations on promotions, and the evolving drinking culture. Engaging with the audience for feedback and ideas is emphasized as a key component for bar owners to adapt and thrive in the changing landscape.Chapters00:00 Introduction to the Bar Industry Landscape02:25 Shifts in Consumer Behavior and Spending04:40 The Importance of Signature Menu Items07:41 Pricing Strategies and Customer Expectations10:13 Navigating Legal Restrictions in Promotions12:55 Engaging Customers Through Unique Offers15:55 Understanding Pricing Dynamics in the Bar Business18:36 Creating an Elevated Bar Experience21:36 Feedback and Future Directions for Bars30:20 Understanding the Waiting Room Experience36:20 The Changing Demographics of Hoboken41:25 Adapting to Health Consciousness in Dining44:30 Engaging with the Community for Better Experiences51:23 The Social Aspect of Drinking55:06 Navigating Alcohol Regulations in the Industry

When Sarah Diehl's corporate HR role was eliminated, she called it “the best thing that could have happened.” Out of that setback came Empowered Hospitality, a consulting firm dedicated to helping restaurants and hotels build resilient, people-first teams. In this conversation with Dean Arun Upneja, Sarah shares her four-pillar framework for talent management and explains why culture, onboarding, and employee experience are the true engines of success, whether you're leading a small neighborhood restaurant or a billion-dollar resort. Her insights remind us that in hospitality, strategy isn't just about operations or service standards, it's about how you lead, how you listen, and how you create workplaces where people want to stay and grow. Email us at shadean@bu.eduThe “Distinguished” podcast is produced by Boston University School of Hospitality Administration. Host: Arun Upneja, DeanProducer: Mara Littman, Executive Director of Strategic Operations and Corporate RelationsMarketing: Rachel Hamlin, Senior Marketing Manager Music: “Airport Lounge" Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 4.0 Licensehttp://creativecommons.org/licenses/by/4.0

What if your next move isn't another location—it's owning a moment in your guest's life?Mark Rampolla built ZICO into a category and now backs founders with a $600M fund; his playbook is built for operators under pressure. We talk about the five-year reality of product-market fit, why velocity per store beats “more units,” and how owning a specific occasion (post-workout, post-shift, post-party) unlocks scale.Mark breaks down risk discipline—grow deep before wide—and what acquirers actually buy: a future customer and a missing occasion, not just a product.If you're tempted to expand because it feels like progress, this episode shows a sharper path: focus, proof, and traction that travels.To learn more, visit groundforcecapital.com ____________________________________________________________Free 5-Day Restaurant Marketing Masterclass – This is a live training where you'll learn the exact campaigns Josh has built and tested in real restaurants to attract new guests, increase visit frequency, and generate sales on demand. Save your spot at restaurantbusinessschool.comFull Comp is brought to you by Yelp for Restaurants: In July 2020, a few hundred employees formed Yelp for Restaurants. Our goal is to build tools that help restaurateurs do more with limited time.We have a lot more content coming your way! Be sure to check out our other content:Yelp for Restaurants PodcastsRestaurant expert videos & webinars

I'm Josh Kopel, a Michelin-awarded restaurateur and the creator of the Restaurant Scaling System. I've spent decades in the industry, building, scaling, and coaching restaurants to become more profitable and sustainable. On this show, I cut through the noise to give you real, actionable strategies that help independent restaurant owners run smarter, more successful businesses.In this episode, I dive into strategies for boosting restaurant profitability without raising prices. I explain why it's so important to see restaurants as providers of time slots rather than just food and beverage, and how that shift impacts service. I share why the first 20 minutes of the guest experience matter most, plus the tactics I use to improve pacing, satisfaction, and table turns.Takeaways:Most restaurant marketing fails because it's built on guesswork.Awareness doesn't pay the rent, behavior does.If it doesn't move a booking, a purchase or return visit, then it's just noise.We want to align with behavior, not alter it.Triggers turn offers into rituals.The fastest money you can make is in the list you already own.Stop chasing strangers while your regulars gather dust.Create experiences that use desire that already exists.If it wouldn't move you, it probably won't move them.Your marketing must move the needle in your business.Chapters00:00 Introduction to Restaurant Success01:21 Reframing Restaurant Profitability02:51 Understanding Time as Inventory05:45 Optimizing Service for ProfitabilityIf you've got a marketing or profitability related question for me, email me directly at josh@joshkopel.com and include Office Hours in the subject line. If you'd like to scale the profitability of your restaurant in only 5 days, sign up for our FREE 5 Day Restaurant Profitability Challenge by visiting https://joshkopel.com.

What does it take to lead a hotel company through constant headwinds while still inspiring teams and delivering exceptional guest experiences?Today Dan interviews Scott Roby, President of Pacifica Hotels, to explore the state of the hospitality industry. They discuss the importance of focusing on controllable aspects of business, such as team and guest care, amid economic headwinds and legislative challenges in California. Scott shares insights on Pacifica's strategy of balancing ownership and third-party management, the value of maintaining a strong company culture, and the critical role of technology in the industry. The conversation also touches upon the future prospects and financial strategies for 2026 and beyond, emphasizing a meticulous approach to cost management and team accountability.Takeaways: Encourage team members to share where they're stuck or what could make their jobs better. Leaders should model vulnerability and ask focused questions like, “What's one thing I can do to make your job easier?”Embrace technology and AI to streamline operations and enhance guest experiences. Use tech to remove rote tasks, freeing up staff for more meaningful guest interactions.When working with third-party owners or management partners, ensure alignment in values and culture. Have honest conversations early to avoid misfits that can erode company culture.Monitor both macro and micro trends in your market. Be prepared to pivot operations, staffing, and capital allocation as needed to respond to changing conditions.Build a culture of accountability. Be direct, give open feedback, and focus on solutions. Transparency with owners and team members builds trust and drives better results.Offer opportunities for team members to advance within your organization, which helps with retention and creates a stronger, more flexible workforce.At its core, hospitality is about making people feel safe, seen, and heard. Whether with guests or team members, focus on building relationships and delivering care.Quote of the Show:“A hotel management company is its people. The quality of the company is first and foremost about the people that they have on their team and how they're leading and inspiring the hotel teams.” - Scott RobyLinks:LinkedIn: https://www.linkedin.com/in/scottroby/ Website: https://www.pacificahotels.com/ Shout Outs:1:04 - Storyteller Hospitality https://storytellerhospitality.com/ 1:08 - Evolution Hospitality https://www.evolutionhospitality.com/ 2:52 - Independent Lodging Conference https://ilcongress.com/ 15:51 - The Serenity Prayer https://www.praywithme.com/serenity-prayer.html 17:27 - Tapestry Hotels https://www.hilton.com/en/brands/tapestry-collection/ 17:28 - Hilton https://www.hilton.com/en/ 20:01 - World Cup https://www.fifa.com/en/tournaments/mens/worldcup/canadamexicousa2026 55:00 - Smith Travel https://smith.travel/ 55:01 - Hotel Data Conference https://www.hoteldataconference.com/event/89ca421c-aff8-4d2b-a772-c71c8d0bf627/home 

What if your factory was idling, your shelves were empty, and your business had just lost $15 million—and you still chose not to lay off a single person?That's the line Pepper Baumer drew. As the third-generation CEO of Crystal Hot Sauce, he inherited a 100-year-old legacy—and nearly watched it collapse under the weight of supply chain failure, market loss, and generational transition. But instead of shrinking, he stood firm.In this episode, we get into the decision that nearly cost him everything—and why he says it saved the company. Pepper shares why one $100K social media experiment rewired their marketing strategy and how he's introducing a century-old product to an entirely new generation.This one's for operators who believe legacy doesn't mean stuck—and that people come before profit, even when it hurts.To learn more about Crystal Hot Sauce, visit crystalhotsauce.com ____________________________________________________________Free 5-Day Restaurant Marketing Masterclass – This is a live training where you'll learn the exact campaigns Josh has built and tested in real restaurants to attract new guests, increase visit frequency, and generate sales on demand. Save your spot at restaurantbusinessschool.comFull Comp is brought to you by Yelp for Restaurants: In July 2020, a few hundred employees formed Yelp for Restaurants. Our goal is to build tools that help restaurateurs do more with limited time.We have a lot more content coming your way! Be sure to check out our other content:Yelp for Restaurants PodcastsRestaurant expert videos & webinars

If your guests remember the night but forget the meal, did you succeed?Sara Fay Egan never planned to run restaurants—she built experiences. After a career in high-end event planning, she was thrust into leadership at Beale Street Blues Company after the sudden passing of her father. But instead of mimicking traditional models, she brought an outsider's eye—and a showrunner's instinct.In this conversation, we break down the strategy behind “improvisational hospitality,” the power of sensory immersion, and why giving your team the freedom to perform might be your strongest cultural move. If you've ever wondered how to make your place unforgettable—this is the playbook.To learn more about Beale Street Blues Company, visit bealestreetbluescompany.com ____________________________________________________________Free 5-Day Restaurant Marketing Masterclass – This is a live training where you'll learn the exact campaigns Josh has built and tested in real restaurants to attract new guests, increase visit frequency, and generate sales on demand. Save your spot at restaurantbusinessschool.comFull Comp is brought to you by Yelp for Restaurants: In July 2020, a few hundred employees formed Yelp for Restaurants. Our goal is to build tools that help restaurateurs do more with limited time.We have a lot more content coming your way! Be sure to check out our other content:Yelp for Restaurants Podcasts

TALK TO ME, TEXT ITEver been blindsided by a strange charge on your restaurant bill? Imagine finishing a peaceful meal only to discover a 20% "quiet time surcharge" tacked on simply because you dined during off-peak hours. According to one customer's account, a restaurant justified this fee by comparing it to "flying private instead of commercial" – as if enjoying a less crowded dining room somehow warranted an extra cost!The hospitality industry seems to be finding increasingly creative ways to test customer boundaries. Beyond questionable restaurant charges, disturbing research from Germany suggests our favorite sodas might be doing more than expanding our waistlines – they could be contributing to depression. Scientists have discovered a link between soft drink consumption and increased levels of gut bacteria associated with depressive disorders, with women apparently facing higher risks than men. This adds another concerning dimension to the already well-documented health issues related to sugary beverages.Perhaps most troubling is the story of a family with a three-year-old child who were allegedly denied their Marriott hotel reservation in Las Vegas because the father didn't have his physical credit card present – despite the chain's heavily marketed digital check-in service. The family claims they were forced to spend the night in their car in the scorching Vegas heat, raising serious questions about corporate policies versus compassionate customer service. When confronted, the hotel management apparently doubled down on their position, prioritizing procedure over a family's wellbeing. What would you do if faced with these situations? Would you pay that unexpected surcharge, or would you stand your ground? These stories highlight the often frustrating disconnect between what businesses advertise and what customers actually experience. Share your thoughts or similar experiences – we'd love to hear how you navigate these hospitality industry challenges!Buzzsprout - Let's get your podcast launched!Start for FREE Thanks for listening! Liberty Line each week on Sunday, look for topics on my X file @americanistblog and submit your 1-3 audio opinions to anamericanistblog@gmail.com and you'll be featured on the podcast. Buzzsprout - Let's get your podcast launched!Start for FREESupport the showTip Jar for coffee $ - Thanks Music by Alehandro Vodnik from Pixabay Blog - AnAmericanist.comX - @americanistblog

Send us a textWhat truly defines luxury in travel and events? In this engaging conversation, Joey Pinz sits down with award-winning event producer Cindy Nachman-Senders to explore how the hospitality industry is evolving — and what businesses must know to create unforgettable experiences.Cindy, a nationally respected leader with over 25 years in luxury hospitality and event design, pulls back the curtain on:✨ Why the meaning of “luxury” has shifted post-COVID — and how independent brands are filling the gap.✨ The hidden role of meeting planners and why the best events aren't about hotels, but about strategy, culture, and flawless execution.✨ How speakers, podcasters, and content extend an event's impact long after it ends.

Is EQ more important than IQ when it comes to hospitality?Today, Manish Puri, General Manager of the Regent Hotels and Resorts Bali, joins Dan to dive into key topics in the industry, such as sustainability, community, and leadership. They discuss the essence of hospitality, differentiating it from mere service, and delve into the concept of regenerative hospitality and sustainability. Manish shares insights from his career at prestigious hotel brands like Oberoi, Burj Al Arab, Six Senses, and Regent Bali. They explore how sustainability initiatives can transform the industry, turning cost centers into investment centers, and the importance of heartfelt service. The conversation also covers the challenges of opening and managing new hotels and the impact of leadership and open-heartedness in inspiring younger generations in the hospitality industry.Takeaways: Embrace regenerative practices by viewing waste as an opportunity to create value, turning sustainability efforts into investments rather than costs.Lead by example and integrity. Your actions are always being observed, so inspire others by consistently doing the right thing, even when no one is watching.Pay attention to the small details in your work. Excellence is built on thousands of thoughtful, consistent actions rather than a single grand gesture.Foster a culture of genuine care and positivity. Small acts of kindness and authentic smiles can create a powerful ripple effect throughout your organization.Design guest programs that encourage visitors to give back to the local community, such as volunteering or sharing their expertise, creating a positive impact beyond their stay.Treat sustainability initiatives as opportunities for investment and growth, not just as expenses. Find ways to turn environmental responsibility into tangible value.Quote of the Show:“ A luxury brand has to have that caring side of it. Caring for the environment, caring for all stakeholders, caring for the community. Without it, you are not a complete hotel.” - Manish PuriLinks:LinkedIn: https://www.linkedin.com/in/manish-puri-36241231/ Instagram: https://www.instagram.com/manpuri/ Website: https://www.ihg.com/regent/hotels/us/en/reservation Shout Outs:1:15 - Oberoi Hotels and Resorts https://www.oberoihotels.com/ 1:16 - Burj Al Arab https://www.jumeirah.com/en/Stay/Dubai/Burj-Al-Arab-Jumeirah 1:17 - Potato Head https://seminyak.potatohead.co/ 1:22 - Six Senses https://www.sixsenses.com/en/ 2:28 - IHG https://www.ihg.com/hotels/us/en/reservation 2:30 - Kimpton https://www.ihg.com/kimptonhotels/hotels/us/en/reservation 2:33 - Intercontinental https://www.ihg.com/intercontinental/hotels/us/en/reservation 5:10 - Beverly Wilshire https://www.fourseasons.com/beverlywilshire/ 5:12 - Pretty Woman https://en.wikipedia.org/wiki/Pretty_Woman 5:48 - Four Seasons https://www.fourseasons.com/ 5:49 - Jim Brown https://www.linkedin.com/in/jim-brown-718240a/ 22:42 - TripAdvisor https://www.tripadvisor.com/ 28:45 - Tom Cruise https://en.wikipedia.org/wiki/Tom_Cruise 28:52 - Grand Hyatt https://www.hyatt.com/grand-hyatt/en-US 28: 53 - Kempinski Palace https://www.kempinski.com/en/palace-portoroz 29:02 - University of Oxford https://www.ox.ac.uk/ 29:02 - Cornell University https://www.cornell.edu/ 

What if your restaurant's biggest threat isn't your competition—it's your own irrelevance?Jean-Pierre Lacroix has spent decades helping brands regain their footing after losing touch with what made them matter.In today's conversation, we unpack what's killing restaurant loyalty—and it's not what you think. Jean-Pierre argues that operators are over-indexing on price and efficiency, while starving their brand of emotional connection. We get into how to build a restaurant that creates memories, not just meals; why frequency is the new frontier of growth; and how to design an experience so strong, your customers do the marketing for you.This isn't about promotions. It's about staying relevant, meaningful, and unforgettable.To learn more about his work in brand transformation, visit sld.com ____________________________________________________________Free 5-Day Restaurant Marketing Masterclass – This is a live training where you'll learn the exact campaigns Josh has built and tested in real restaurants to attract new guests, increase visit frequency, and generate sales on demand. Save your spot at restaurantbusinessschool.comFull Comp is brought to you by Yelp for Restaurants: In July 2020, a few hundred employees formed Yelp for Restaurants. Our goal is to build tools that help restaurateurs do more with limited time.We have a lot more content coming your way! Be sure to check out our other content:Yelp for Restaurants PodcastsRestaurant expert videos & webinars

Most restaurant owners think better food or better service will win the game. But Allan Dib has a different take: your product is not your problem—your marketing is.Allan is the best-selling author of The 1-Page Marketing Plan, and in this conversation, he dismantles the myths that keep restaurants stuck. We get into the high cost of bad positioning, why most marketing attracts the wrong customers, and the dangerous assumption that quality alone will drive sales.He shares how loyalty is about identity, not discounts—and why clarity, not complexity, is the real growth lever.This is for operators who are tired of being the best-kept secret and ready to market like they mean it.To learn more about his work and access free tools, visit https://allandib.com/____________________________________________________________Free 5-Day Restaurant Marketing Masterclass – This is a live training where you'll learn the exact campaigns Josh has built and tested in real restaurants to attract new guests, increase visit frequency, and generate sales on demand. Save your spot at restaurantbusinessschool.comFull Comp is brought to you by Yelp for Restaurants: In July 2020, a few hundred employees formed Yelp for Restaurants. Our goal is to build tools that help restaurateurs do more with limited time.We have a lot more content coming your way! Be sure to check out our other content:Yelp for Restaurants PodcastsRestaurant expert videos & webinars

I'm Josh Kopel, a Michelin-awarded restaurateur and the creator of the Restaurant Scaling System. I've spent decades in the industry, building, scaling, and coaching restaurants to become more profitable and sustainable. On this show, I cut through the noise to give you real, actionable strategies that help independent restaurant owners run smarter, more successful businesses.In this episode, I share effective strategies for restaurant marketing and team engagement. I talk about the importance of aligning team goals with personal motivations and introduce the GWC framework to evaluate whether team members truly understand their role, want to succeed in it, and have the capacity to deliver. I also highlight why consistency in training and communication is so critical for creating a productive environment and achieving lasting results. Takeaways:Most restaurant marketing fails because it's built on guesswork.Get the team excited about goals that move the needle in their lives.Meetings should enroll people in a game worth playing.Procedures don't move people; purpose does.Behavior changes without micromanagement when aligned with purpose.The GWC framework helps assess team alignment.Aligning outcomes with team members' goals fosters motivation.Consistency in training leads to lasting results.Daily reminders can turn ideas into habits.Track one behavior for seven days to see results.Chapters00:00 Introduction to Full Comp and Restaurant Marketing00:57 Engaging Teams with Meaningful Goals02:40 The GWC Framework for Team Alignment05:31 Implementing Consistency for Lasting ResultsIf you've got a marketing or profitability related question for me, email me directly at josh@joshkopel.com and include Office Hours in the subject line. If you'd like to scale the profitability of your restaurant in only 5 days, sign up for our FREE 5 Day Restaurant Profitability Challenge by visiting https://joshkopel.com.

Ahu Hettema didn't hedge her bets—she burned the boats. No Plan B. No safety net. Just a belief that betting everything on one restaurant could rewrite her life. And it did. But not through stubbornness. Through adaptation.In this episode, Ahu breaks down how listening—really listening—to her guests saved her concept, why comfort matters more than cuisine, and how leadership based on likability, not fear, created a team that shows up like it's opening night, every night.This is for every operator who's done the math and knows the numbers don't work unless the heart of the place does.For more on Istanbul Hawaii and her story, visit istanbulhawaii.com 

Chris Adams does. He's built a business on showing some of the biggest brands in the world how to make guests feel something—without faking it.In this episode, we dig into what defines modern luxury and why it has less to do with money and more to do with culture, people, and emotional precision. Chris shares how AI and tech can enhance—not replace—hospitality, why perceived value is the new battlefield, and what most operators get wrong about training.If you're still trying to out-system your staffing problems, this is your wake-up call. Luxury isn't about perks. It's about people. And Chris is here to show you how to invest in them the right way.To learn more about Ellis Adams Group and their work in luxury hospitality, visit ellisadamsgroup.com____________________________________________________________Free 5-Day Restaurant Marketing Masterclass – This is a live training where you'll learn the exact campaigns Josh has built and tested in real restaurants to attract new guests, increase visit frequency, and generate sales on demand. Save your spot at restaurantbusinessschool.comFull Comp is brought to you by Yelp for Restaurants: In July 2020, a few hundred employees formed Yelp for Restaurants. Our goal is to build tools that help restaurateurs do more with limited time.We have a lot more content coming your way! Be sure to check out our other content:Yelp for Restaurants PodcastsRestaurant expert videos & webinars