Olivier Rassinoux, Vice President of Restaurant and Bar at Patina Restaurant Group, discusses his background and the operations of the restaurant group. The group owns 30 restaurants with different concepts and is owned by Delaware North. They have a significant business with Disney and also operate in New York, Boston, and Southern California. Olivier shares his journey in the hospitality industry, starting as a line cook and working his way up.

He emphasizes the importance of travel and gaining experience, as well as finding mentors and building relationships. Olivier also talks about the challenge of maintaining consistency across a diverse portfolio of restaurants and the importance of trust and delegation. In this conversation, Olivier Rassinoux, discusses the challenges and opportunities in the restaurant industry. He emphasizes the importance of innovation and creativity while maintaining operational efficiency.

Rassinoux also shares his thoughts on the future of full-service restaurants and the need for human connection in a tech-driven world. He highlights the rewarding aspect of seeing teams grow and succeed and offers advice for aspiring restaurateurs. Rassinoux mentions upcoming projects and expansions for Patina Restaurant Group.

• Travel and gain experience in different locations to broaden your skills and perspective in the hospitality industry.
• Find mentors and build relationships with experienced professionals who can guide and support your career growth.
• Trust and delegation are key to managing a diverse portfolio of restaurants and maintaining consistency.
• Share knowledge and collaborate with other restaurants in the industry to create a thriving community. Innovation and creativity are essential in the restaurant industry, but it's important to balance them with operational efficiency.
• Full-service restaurants may become more valuable in a tech-driven world as people seek human connection and unique experiences.
• The success of a restaurant depends on many factors, including the quality of food, service, and overall guest experience.
• Building strong teams and seeing their growth and success is a rewarding aspect of a career in the restaurant industry.
• Taking risks and being open to new ideas is crucial for success in the industry.
• Patina Restaurant Group has exciting projects and expansions in the pipeline, including the launch of an American Brasserie concept.

00:00 Chef's child to culinary career across locations. 05:13 Travel for work when young; invaluable experience. 07:43 Mentors are important; don't hesitate to ask. 10:56 Tell us about your top-rated steakhouse, please. 15:54 Empowerment shifts leadership from directive to supportive. 18:52 Innovation requires questioning and pushing traditional boundaries. 21:54 Emerging hybrid restaurant genre blends service levels. 24:11 Full service becomes valuable as it rarifies. 28:45 Innovate, share items to manage production efficiently. 30:52 Many factors influence memorable restaurant experiences. 35:46 Motivated managers improve overall employee and guest experience. 38:39 Celebrate growth; maintain connections; travel often; reminisce. 40:15 Global operations, new website, reach out anytime.

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In this episode, we’ll explore how GiftAMeal transforms everyday dining experiences into opportunities for generosity, with a stunning milestone of 2 million meals donated to food banks. We'll discuss the metrics and emotional connections that drive customer loyalty and behavior, and reveal how restaurants—from local spots to national chains—are integrating this initiative to make a positive impact.

Andrew will share insights on the challenges and triumphs of scaling GiftAMeal, the strategic importance of social media marketing, and future plans to expand their mission. If you’re in the restaurant industry or just passionate about social good, this episode is packed with valuable information and heartwarming stories. So, join us as we WISK it all together with Andrew Glantz on "WISKing It All!"

• GiftAMeal is a platform that allows restaurants to engage with their community and customers by making a donation to a local food bank for every photo taken by a guest.
• The program has reached 2 million meals donated and has shown positive impacts on customer loyalty, satisfaction, and online reviews.
• Restaurants can integrate GiftAMeal into their own mobile apps and utilize user-generated content for marketing purposes.
• Joining GiftAMeal is a quick and easy process, and there are plans to expand the program to support more restaurants and causes.

00:00 Entrepreneurial, social impact journeys merge through business. 03:16 Integrated entrepreneurship, social impact, and emotional-branding for restaurants. 09:06 GiftAMeal fosters emotional connection, boosting guest loyalty. 11:11 Marketing often deprioritized due to restaurant challenges. 15:20 User-generated content aids restaurant marketing and feedback. 18:22 GiftAMeal suits quick, casual dining, coffee shops. 21:52 Quick sign-up for customized promo materials, fast launch. 25:25 Recording and sharing uplifting restaurant customer stories. 29:08 Exploring technology to enhance restaurant social responsibility. 31:13 Visit GiftAMeal.com for partnership and demo information.

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Abhinav Kapur, co-founder and CEO of Bikky, discusses the customer data platform for restaurants and the importance of understanding guest behavior. Bikky pulls in data from various sources, such as point of sale, payments, online ordering, reservations, and loyalty, to help restaurants gain insights into their customers.

Kapur shares his journey of transitioning from finance to the restaurant industry and the inspiration behind starting Bikky. He also emphasizes the need for actionable data and the challenges of cutting through the noise in the restaurant tech space. Bikky recently raised $8 million in a Series A funding round and plans to invest in product development and scaling the business. So, whether you run a quick service spot or a casual dining joint, this episode has some golden nuggets to boost your game. Grab your headphones and let’s get into it!

• Bikky is a customer data platform for restaurants that helps them understand guest behavior and make data-driven decisions.
• Restaurants need actionable data to strategically grow their businesses and improve customer experiences.
• The restaurant industry is transitioning to digital, and there is a need for tools and resources to leverage the data generated.
• Choosing best-of-breed solutions that address specific pain points can be more effective than all-in-one systems.
• Raising prices can have an impact on customer frequency and behavior, and digital penetration in the restaurant industry is still growing.

00:00 Introduction and Background of Bikky 02:05 The Importance of Understanding Guest Behavior 04:23 Realizing potential in restaurant business through data. 05:51 Abhinav Kapur's Journey from Finance to the Restaurant Industry 08:43 Marketing automation for restaurants leveraging first-party data. 09:13 Challenges of Restaurant Tech and Cutting Through the Noise 12:53 Evaluating new menu items for customer impact. 14:45 Bikky's Biggest Challenge 16:16 Ecosystem changes, messaging importance in restaurant technology. 20:55 Bikky Raises $8 Million in Series A Funding 23:08 Bikky's Target Costumers: QSR and Fast Casual 25:25 Credit card token tracks guest information. 26:33 Accelerating investment in product, team, and market. 28:18 Aggressive pricing impacts restaurant customer frequency negatively. 31:15 Where to find Abhinav Kapur and Bikky

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Welcome to Episode 50 of the Wisking It All Podcast! Today, we're thrilled to have Branden Mcrill, co-founder, and CEO of Five Out, join us for an insightful discussion on the universal challenges within the restaurant industry. With over 26 years of hospitality experience, Branden dives deep into the critical aspects of achieving profitability through labor and purchasing optimization.

We'll explore his journey from humble beginnings parking cars and washing dishes, to working at prestigious restaurants like Alinea and eventually launching Five Out—a cutting-edge AI and machine learning solution revolutionizing restaurant operations. Learn how Five Out's automation software is helping restaurants streamline labor budgets, prep, and purchasing to enhance guest satisfaction and profitability.

Branden also shares valuable lessons from his extensive career, stresses the importance of balancing guest experience with business economics, and discusses the future of AI in the restaurant industry. Whether you're a restaurant owner, manager, or enthusiast, this episode offers a wealth of knowledge on optimizing operations and harnessing the power of technology in hospitality. Stay tuned for this enlightening conversation!

• FiveOut is an automation solution for the restaurant industry that uses machine learning models to optimize labor budgets, prep, and purchase volumes.
• The typical customer profile is QSR and FSR restaurants, particularly those at the higher end of the SMB and mid-market sectors.
• The onboarding process is streamlined and automated, requiring only integration with the point of sale system.
• The platform provides automated labor budgets, prep lists, and purchase orders, reducing the need for manual data entry and improving efficiency. Restaurants should measure success across multiple metrics, not just profitability.
• Automating labor budgeting and scheduling can help restaurants deploy the right budget at the right time.
• Sensitivity is crucial in inventory management to ensure the right amount of stock without any shortfall.
• AI and automation are transforming the restaurant industry, with robots and automation being used for various tasks.
• 5-Out aims to become a comprehensive solution for scheduling, prep, and purchase automation.

00:00 Introduction and Background

02:05 Starting 5-Out and the Need for Automation

08:09 Branden's Journey in the Restaurant Industry

10:29 Forecasted Revenue Using Algorithms

12:01 Transitioning to Software and AI

14:29 Refining Software Focus Towards QSR FSR Restaurants

18:23 Efficient Tech Setup Vital for Restaurant Success

20:39 Historical Sales Data is All We Need

25:11 Optimizing Staff Levels for Improved Service Efficiency

27:26 Restaurant Labor Scheduling: Time, Cost, Productivity Data

30:43 True AI is Automation, But We Need Humans

32:06 Success Not Celebrated, Errors Draw Attention. Consistency Valued

36:34 The Importance of Sensitivity in Inventory Management

40:41 The Role of AI and Automation in Restaurants

44:28 The Future of 5-Out: Scheduling, Prep, and Purchase Automation

48:07 Where to Find 5-Out

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Cameron Rowe, the founder of Hover, discusses the drone delivery startup and its focus on last-mile food delivery. He shares his background in the drone space and how he transitioned from doing real estate photography to starting Hover.

Cameron also talks about his experience with Techstars and appearing on Dragon's Den (the Canadian version of Shark Tank). He explains the challenges of obtaining permits and licenses for drone delivery and the importance of targeting locked markets.

Moreover, the user experience involves ordering through delivery apps or directly from restaurants, with plans to integrate with partners in the future. Hover is a drone delivery company that focuses on delivering food and other items to hard-to-reach areas. They primarily serve the Toronto Islands and other locked areas where it is difficult to access by traditional means. Their typical customers are those who want the convenience of food delivery in these areas and are willing to pay a premium for it.

Finally, Hover is also exploring boat delivery in areas like Miami and cargo ship delivery using larger drones. They are focused on scalability and ensuring that what they deliver is meaningful and reasonably priced for customers.

drone delivery, last-mile delivery, food delivery, startup, Techstars, Dragon's Den, permits, licenses, locked markets, user experience, drone delivery, food delivery, hard-to-reach areas, Toronto Islands, boat delivery, cargo ship delivery, scalability

• Hover is a drone delivery startup focused on last-mile food delivery.
• Cameron Rowe transitioned from doing real estate photography to starting Hover.
• Techstars and Dragon's Den provided valuable opportunities and credibility for Hover.
• Obtaining permits and licenses is a challenge in the drone delivery space.
• Hover targets locked markets where traditional delivery methods fall short.
• The user experience involves ordering through delivery apps or directly from restaurants, with plans to integrate with partners in the future. Hover specializes in drone delivery to hard-to-reach areas, primarily serving the Toronto Islands.
• Their typical customers are those who want the convenience of food delivery in these areas and are willing to pay a premium for it.
• Hover is exploring boat delivery in areas like Miami and cargo ship delivery using larger drones.
• Scalability and reasonable pricing are key considerations for Hover as they expand their delivery services.

00:00 Introduction to Hover and Cameron Rowe 02:20 Cameron Rowe's Background and Inspiration for Hover 04:16 Techstars and Dragon's Den Experience 07:04 Reality TV Pitch, Practiced, Nervous, Personalized Answers 11:18 The Impact After the Show 12:54 Targeting Locked Markets for Success 14:22 Progress from Real Estate to Drone Deliveries 17:00 The User Experience: Ordering and Delivery 19:30 Drone Delivery Challenges 20:30 High Delivery Costs Impact Customer Behavior in Toronto 22:09 Seek Repeatable Opportunities, Assess Promo Value Impact 24:32 How Storytelling Impacts the Business 26:44 Distribution and Scalability 28:36 Unmanned Traffic Management 31:43 Detect Noncompliant Drones, Ensure Communication and Autonomy 33:42 Exciting Mindset Shift, Meeting Phenomenal People 35:25 Learning Curve and Personal Development 37:28 In your Mid-Twenties, Learn and Grow Constantly 39:23 Plugs and Future Expansion 41:12 Plugs and Future Expansion

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Mehdi Zarhloul, CEO of Crazy Pita Restaurant Group, shares his journey from working in restaurants as a teenager to opening his own Mediterranean restaurant chain. He discusses the challenges and successes he experienced along the way, including the impact of the COVID-19 pandemic.

Moreover, Mehdi also talks about the importance of technology in his business, including the use of virtual cashiers and AI for scheduling and inventory management. Mehdi Zarhloul, the founder of Crazy Pita, shares his insights on running a successful restaurant business and the importance of creating a memorable customer experience.

Finally, he emphasizes the value of using technology to streamline operations and connect with customers. Mehdi also discusses his decision to start franchising and his vision for expanding his brand. He highlights the importance of building a strong team and having a clear strategy in place. Mehdi's passion for hospitality and creating lasting memories shines through in his approach to business.

• Mehdi Zarhloul started Crazy Pita Restaurant Group after gaining experience in the restaurant industry and being inspired by his love for Mediterranean cuisine.
• The COVID-19 pandemic forced the restaurant to adapt and focus more on takeout and delivery, leading to the creation of additional concepts within the brand.
• Technology played a crucial role in the restaurant's operations, including the use of virtual cashiers and AI for scheduling and inventory management.
• Mehdi emphasizes the importance of creating an ecosystem that is customer-centric and connected to both employees and guests. Use technology to streamline operations and connect with customers
• Franchising can be a way to expand your brand and create a legacy
• Building a strong team and having a clear strategy are key to success
• Focus on creating a memorable customer experience and building lasting connections

00:00 Introduction and Background 05:01 Transition from Four Seasons to Entrepreneurship 07:24 Creating pita shop with unique Middle Eastern flavors 10:15 Economic challenges led to demand for fast casual 13:41 Consider downsizing to focus on takeout options 15:39 Embracing Technology in the Restaurant Industry 17:02 The Role of Virtual Cashiers and AI 21:09 Franchising program offers easy restaurant operation system 22:08 Creating a Customer-Centric Ecosystem 26:04 Building a Strong Team and Having a Clear Strategy 27:46 Creating Memorable Customer Experiences and Lasting Connections 29:26 Creating priceless hospitality through kindness and training 34:16 Focus on People and Product 36:18 Expanding the Brand and Future Plans

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Shereen shares her insights on the importance of integrating feedback channels and trend analysis in online reviews, and how Akira's platform helps businesses manage their online presence effectively. She discusses the development of conversational data and how AI can provide unique insights on customer feedback, identifying exceptional experiences and key themes.

Throughout the conversation, Shereen emphasizes the significance of using natural language and storytelling when conveying data insights to help people understand and take action. She also shares her experience at McDonald's and how it shaped her approach to customer service and continuous improvement.

Angelo Esposito, our host, engages in a thought-provoking discussion with Shereen about the transition from reactive to proactive approaches in business and the importance of showing up for customers and implementing their feedback quickly.

Tune in to learn more about Akira's target market, their transparent pricing strategy, and their future plans to continue serving customers and helping brands grow. Don't miss this informative episode filled with valuable insights on reputation management and data-driven decision-making in the hospitality industry!

• Akira simplifies reputation management and delivers prescriptive insights to help businesses improve.
• They focus on better storytelling with data and aim to start conversations that might not have been started otherwise.
• Akira works with multi-concept, multi-brand, and multi-unit establishments, providing insights on ratings, sentiment, and customer retention.
• The founders emphasize the importance of storytelling and natural language communication in presenting data to customers. Akira analyzes customer feedback to identify key themes and sub-themes.
• They prioritize feedback based on sentiment scores and prevalence of themes.
• Akira offers a unified inbox to consolidate feedback from various channels.
• The platform provides AI-powered analysis and escalation of feedback.
• They can generate auto-responses or allow for manual responses based on workflow rules.
• Akira helps businesses manage and update their listings for accurate and consistent information.
• Their ideal customers are multi-brand, multi-unit businesses.
• Akira's future plans involve continued growth and helping brands improve through feedback analysis.****

00:00 Introduction and Pronunciation 04:30 Working with Multi-Concept, Multi-Brand, and Multi-Unit Establishments 07:56 The Importance of Storytelling with Data 09:58 Lessons Learned from Early Customers 12:05 Transition from reactive to proactive is rewarding 14:29 Advised against Salesforce, emphasized storytelling for operators 16:16 First Paying Customer and Key Learnings 19:23 Developing conversational data for easy operator queries 21:10 Introduction to Key Themes and Sub-Themes 23:51 The Benefits of a Unified Inbox 26:17 Motivating Improvement through Feedback Measurement 29:19 AI Analysis and Prioritization of Feedback 32:13 The Importance of Direct Feedback and Listing Management 34:08 Google reviews show customer feedback challenges 39:50 Opinionated about syndication to important listing directories 41:25 Developing go-to-market strategy for Akira's popcorn 43:08 Targeting Multi-Brand, Multi-Unit Businesses 44:15 Future Plans for Akira

Monte Silva, an owner and restaurant executive coach with over 25 years of experience in the hospitality industry, shares his journey from starting as a dishwasher at the age of 15 to eventually transitioning into restaurant management, operations, and coaching. He emphasizes the importance of creating a perfect business model that encompasses exceptional service, hospitality, product, brand, sales growth, profitability, and culture to achieve success in the restaurant industry.

Throughout the episode, Monte and Angelo delve into the common challenges faced by the restaurant industry, such as labor market shifts, supply chain issues, and inflation. They also discuss the significance of valuing employees, considering them as assets rather than liabilities, and setting realistic yet challenging goals to drive top-line revenue.

Monte also introduces his upcoming book, "Shift Happens," which focuses on changing mindsets and beliefs in the restaurant industry. The book, set to be released in August, will be available in 14 languages and offer various formats, including Kindle, audiobook, and journal.

Join us as we explore the world of restaurant success with Monte Silva, and discover valuable insights and strategies to help your business thrive in the ever-changing hospitality industry. Don't forget to check out Monte's podcast, Restaurant Success Club, and his weekly newsletter, Restaurant Success Newsletter, on LinkedIn for more great content!

• Valuing and investing in employees is crucial for creating a positive work culture and retaining talent.
• Shifting focus from percentages to driving top-line revenue can lead to greater profitability.
• Common challenges in the restaurant industry include the labor market, supply chain issues, and inflation.
• Silva's upcoming book, 'Shift Happens,' explores mindset shifts and strategies for success in the new economy. Establish a strong brand and set aggressive but fair goals
• Create attainable yet challenging goals that require effort from the team
• Invest in scalable systems and build a strong team
• Always be proactive in hiring and developing employees
• Invest in growth opportunities
• Create a perfect box with excellent service, a great product, a strong brand, and a positive culture

00:00 - Introduction 01:31 - Getting Started in the Hospitality Industry 03:45 - Transition to Coaching and Founding Monte Silva Coaching 08:56 - Does Establishment Types Matter? 10:37 - Challenges Faced by Restaurant Owners 14:12 - Upcoming Book: 'Shift Happens' 15:17 - Value perception, labor cost, employee retention strategy 19:32 - Focus on results, not just percentages. 23:53 - Advice on prioritizing goals with limited resources 26:17 - Creating Attainable Yet Challenging Goals 28:45 - Investing in Scalable Systems and Building a Strong Team 31:20 - Being Proactive in Hiring and Developing Employees 33:27 - Scaling American diner needs management and training 36:37 - Key to success in restaurant industry: Perfect box 40:05 - What's next to Monte Silva Coaching