In this episode, Zack Oates, founder of Ovation, explains how his guest feedback platform empowers restaurants to turn customer feedback into actionable insights. He emphasizes the critical role of customer retention in increasing revenue and dives into how technology can support real-time engagement, especially through channels like text messaging. Zack discusses how addressing feedback effectively can turn negative experiences into positive, loyalty-building interactions, transforming each engagement into a potential advocate for the brand.

Boost your restaurant’s customer feedback and online reviews with Ovation—learn more at ovationup.com

Summary:

In this episode, Kep Sweeney, the CEO of PDQ, joins the show to discuss his journey in the restaurant industry, the challenges of leading a business during the COVID pandemic, and how PDQ adapted to the evolving market. He touches on the importance of digital strategies, in-house recruiting, and the future of restaurant consolidation. Kep shares insights on customer acquisition through third-party platforms like UberEats and DoorDash and how PDQ maintains its dedication to quality through internal culture and leadership.

5 Key Takeaways:

1. Adaptation during Crisis: Kep highlighted how PDQ pivoted during COVID by focusing on digital engagement and partnerships with third-party delivery services.
2. In-House Recruiting: PDQ established an in-house recruiting firm, enhancing their talent acquisition and improving store performance.
3. Importance of Distribution: Restaurants should focus on expanding distribution channels (like UberEats) rather than just adding new menu items to drive growth.
4. Consolidation in the Industry: Kep predicts a wave of consolidation in the restaurant sector, driven by financial constraints and operational inefficiencies.
5. Culture of Quality: PDQ’s philosophy, “People Dedicated to Quality,” is instilled at every level, from leadership to the restaurant teams.

Episode Summary:

In this episode of the Prosper Brief, Reggie Stover, Chief Human Resource and People Experience Officer at Henny Penny, joins the conversation. He dives deep into his involvement with the Prosper Accelerator program, his personal leadership journey, and how his military background shaped his leadership style. He emphasizes the importance of self-awareness and communication in leadership, sharing insights from the book The Four Agreements and discussing how these principles guide his day-to-day leadership. Reggie also reflects on his highs and lows in his career, including a pivotal moment during military training that taught him the importance of making decisions under pressure.

5 Key Takeaways:

1. The Importance of Self-Awareness in Leadership: Effective leadership begins with understanding your strengths and weaknesses.
2. The Four Agreements: Be impeccable with your word, don’t take things personally, don’t make assumptions, and always do your best.
3. Decision-Making Under Pressure: It’s better to make a wrong decision than no decision at all—action is key in leadership.
4. Military Lessons in Leadership: The military fosters critical skills like communication, collaboration, and decisiveness, all vital in the business world.
5. Setting a Better Table: The concept of diversity and inclusivity is key to creating a workforce that reflects the communities they serve.

This episode features Michelle Barnes, Director of Commercial Strategy, and John Major, Director of National Accounts at Kellanova, discussing their experiences with the Prosper Accelerator program, which they were a part of in 2023. They talk about their journeys in the food service industry, their roles at Kellanova, and how the Prosper Accelerator has helped them grow personally and professionally. They highlight the importance of creating diverse, inclusive opportunities, meaningful networking, and bringing their company's mission to life through innovative partnerships.

1. Prosper Accelerator Impact: The program empowers participants by fostering connections, elevating their careers, and sparking meaningful discussions on diversity and leadership.
2. Collaborative Innovation: Kellanova works closely with partners like Taco Bell and Nothing Bundt Cakes to create breakthrough food experiences that resonate with modern consumers.
3. Diversity at the Core: Michelle and John emphasize the importance of diversity in the workforce and the need for businesses to reflect the people they serve.
4. Meaningful Networking: The Prosper Accelerator enables lasting relationships that go beyond the workplace, offering long-term professional and personal support.
5. Unique Food Experiences: Kellanova's strategic approach is about creating memorable dining experiences that appeal to both nostalgic and modern tastes.

Tune in to learn how Kellanova is redefining food service with a people-first approach, fostering innovation, and supporting diversity through initiatives like the Prosper Accelerator. Follow us for more conversations with industry leaders driving change.

Podcast Summary

In this episode of The Prosper Brief, the host interviews Jim Balis, a lifelong restaurant operator and former CEO of Sizzling Platter. Jim shares insights from his extensive experience in the restaurant industry, starting from his early days as a dishwasher to becoming a CEO overseeing 4,000 restaurants in Capital Spring’s portfolio. They discuss leadership, employee retention, and the critical role of general managers in the success of restaurant businesses. Jim emphasizes the importance of focusing on team members and creating a positive guest experience as the key differentiators in the competitive hospitality space.

Call to Action

If you’re passionate about the restaurant industry and looking to learn more from one of its seasoned leaders, listen to this episode and gain valuable insights on building a successful business, fostering a strong workplace culture, and creating unforgettable guest experiences. Visit CapitalSpring.com to learn more about Jim and his work, or reach out to him directly at jbaylis@capitalspring.com.

5 Key Takeaways

1. Start with Team Members: A company’s mission should focus on team members first, then guests, followed by brands, and lastly, profitability.
2. General Managers Are Essential: The success of a restaurant largely depends on hiring and retaining excellent general managers.
3. Recruiting with Emotion: Job descriptions should emotionally engage potential hires and focus on creating a welcoming culture.
4. Retention Through Culture: Investing in employee culture, including celebrating milestones and creating personalized experiences, significantly improves retention.
5. Guest Experience Defines Success: Delivering a superior guest experience, including order accuracy and food presentation, is what separates winners from losers in the restaurant industry.

Summary:

In this episode, Jason Valentine, Chief Strategy Officer at Botrista, takes us through his remarkable career in the restaurant and beverage industries. He shares how his early experiences in his family’s restaurant franchise laid the foundation for his passion for hospitality and leadership. Jason discusses the innovative technology behind Botrista’s automated beverage platforms, which are helping restaurants offer a variety of cold beverages—from smoothies to boba tea—without the added complexity of traditional setups. He also dives into the impact of AI and automation on the industry, stressing the importance of balancing technological advancements with human-centered hospitality. This episode is packed with valuable insights on leadership, innovation, and the future of food service.

Call to Action:

If you enjoyed this episode, don’t forget to like, subscribe, and share. Stay connected with us as we continue to bring you conversations with the visionaries transforming the hospitality and food service industries.

5 Key Takeaways:

1. Automation is the Future: Botrista’s 95% automated system helps restaurants expand their beverage offerings without adding labor complexity.
2. Developing Others: Jason’s leadership philosophy is centered on giving others the opportunity to grow, adopting a “lead, follow, or get out of the way” mindset.
3. The Importance of Adaptability: Jason’s career highlights the need to stay adaptable, from early roles in his family’s business to leading cutting-edge innovation at Botrista.
4. The Power of Data and AI: Botrista uses AI to create customized beverage menus for each partner, improving customer experience and increasing sales.
5. Scaling with Simplicity: For Botrista, scaling quickly without compromising quality is key—controlling hardware, software, and ingredients ensures smooth operations for partners.

In this episode of The Prosper Brief, we sit down with Chip Wade, CEO of Union Square Hospitality Group. Chip shares his personal journey through the hospitality industry, offering insights from his rich career with companies like Legal Seafoods, Dunkin' Donuts, and Red Lobster. He also reflects on his leadership principles, including the importance of engagement, talent development, curiosity, and listening. Chip opens up about maintaining company culture during tough times, promoting diversity, and managing work-life balance. The episode also delves into the future of the dining industry post-pandemic, and Chip’s thoughts on technology, AI, and how these will shape hospitality moving forward. As a special treat, Chip shares his love for the Dave Matthews Band and discusses his personal "happy place" – the bustling, energetic atmosphere of a restaurant.

• Chip Wade's leadership values include staying engaged, developing talent, being curious, and listening well.
• Maintaining a positive company culture requires constant effort, like nurturing a newborn baby.
• Diversity and inclusion are central to Chip's leadership at Union Square Hospitality Group.
• Work-life balance is essential and achievable through good routines, calendar management, and prioritizing family time.
• Embracing technology and AI will be critical for the future success of the restaurant industry.

• Union Square Hospitality Group: Website
• Chip Wade's recommended reading: Setting the Table by Danny Meyer
• HUGS Employee Relief Fund
• Follow Chip Wade on social media for more updates on his career and leadership insights

Be sure to follow the podcast for more insightful conversations with leaders shaping the future of hospitality and beyond. Don't miss out on future episodes—subscribe now!

In this inspiring episode of The Prosper Brief, host Neil Sudaisar interviews Ted Balestreri, a trailblazer in the hospitality industry and the inaugural recipient of the prestigious Balestreri Award. Ted shares his incredible journey from delivering newspapers in Brooklyn to building a hospitality empire, including founding the famous Sardine Factory. Ted reflects on the importance of hard work, taking chances, and the values of love and leadership. Throughout the conversation, Ted emphasizes the need for passion in hospitality, the power of mentorship, and the enduring value of human connection.

Join us at the Prosper Forum, where we celebrate leaders like Ted Balestreri who have shaped the hospitality industry. Learn more about Ted's legacy and get inspired to make your own impact in the world of hospitality. Visit our website for more details and updates.