Digital Hospitality

A restaurant’s story includes the decisions customers never see. Kelsey Bush, chef-owner behind Bloomsday, Loretta’s and Green Engine Coffee Co., joins Shawn Walchef to share how she’s building connections through her businesses. Blogs give her team room to explain everything from seasonal menus to the design choices inspired by her grandmother. She shares why Loretta’s needed a clear coffee-and-pastry concept, how ten years of operational challenges prepared her to lead and why she’s building businesses that can function without her handling everything. From branded kids’ cups to nostalgic drink names, Bush shows how small details create lasting family memories.

• Build a business that can work without you - Bush is hiring for roles she once covered herself so starting a family doesn’t leave her restaurants dependent on her daily presence.
• Make your concept easy to understand - Pastries struggled to sell at Bloomsday, but Loretta’s gave the same bakery program a clear identity built around coffee, pastries and neighborhood needs.
• Give guests something to remember - From drinks inspired by childhood memories to branded color-changing cups, Bush creates experiences that families carry home and share with others.

Episode Links

• Kelsey Bush Instagram: https://www.instagram.com/kelseyrae_3/
• Bloomsday: https://bloomsdayphilly.com/
• Bloomsday Instagram: https://www.instagram.com/bloomsdayphilly/
• Loretta’s: https://www.lorettasphilly.com/team
• Loretta Instagram: https://www.instagram.com/lorettasphilly

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What does it take to turn neighborhood food walks into a business across 23 cities? Kenny Dunn, founder and CEO of Eating Europe, joins Shawn Walchef to share how introducing friends to his favorite people and food in Rome became a business. As the company expanded, full-time salaries in cities with fewer bookings squeezed margins, forcing Dunn to pause growth and rethink the model. He shares how his team finds local characters and restaurants, why those relationships are difficult to replace and what makes a food tour memorable: helping travelers experience a city as if a local friend were showing them around.

• Grow where your business is strongest - Dunn says he would have built more of the business in Rome before spreading his attention across new cities that took longer to generate enough revenue.
• Give guests a story worth remembering - From a vendor selling 40 varieties of tomatoes to a historic Roman wine cellar, Eating Europe builds tours around people and places that make each city distinct.
• Plan for changes in your team - Local managers hold important relationships with guides and restaurant partners. Processes and backup plans help protect the business when those managers leave.

Episode Links

• Kenny Dunn LinkedIn: https://www.linkedin.com/in/kenny-dunn-38567944/
• Eating Europe Food Tours LinkedIn: https://www.linkedin.com/company/eating-europe-tours/home/
• Eating Europe Food Tours: https://www.eatingeurope.com/
• Eating Europe Food Tours Instagram: https://www.instagram.com/eatingeurope
• Eating Europe Food Tours TikTok: https://www.tiktok.com/@eatingeurope
• Eating Europe Food Tours YouTube: https://www.youtube.com/user/EatingEurope

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What does it take to grow a restaurant brand without losing sight of food and service? Sean Greenberg, co-founder of Pluckers Wing Bar, joins Shawn Walchef to share lessons from 31 years in business. Opening their second restaurant 210 miles from the first forced the partners to build systems that could support growth. Today, handheld ordering and kitchen displays help their teams serve guests faster, but shift preparation and communication remain daily priorities. Greenberg explains why Pluckers follows proven technology, how the partners divide responsibilities and why a better guest experience drives every decision.

• Build systems before expanding - Opening their second restaurant 210 miles away forced Pluckers’ partners to create processes that could work without support from the original location.
• Choose technology that improves hospitality - Pluckers follows proven tools that help teams serve guests faster, while protecting the dine-in experience.
• Growth doesn’t replace the fundamentals - After 31 years, shift preparation, clear expectations and honest conversations still drive better food and service.

Episode Links

• Sean Greenberg LinkedIn: https://www.linkedin.com/in/sean-greenberg-5ba2a97/
• Pluckers Wing Bar LinkedIn: https://www.linkedin.com/company/pluckers-wing-bar/home/
• Pluckers Wing Bar: https://www.pluckers.com/
• Pluckers Wing Bar Instagram: https://www.instagram.com/pluckerswingbar
• Pluckers Wing Bar TikTok: https://www.tiktok.com/@pluckerswingbar
• Pluckers Wing Bar Facebook: https://www.facebook.com/Pluckers/
• Pluckers Wing Bar X: https://x.com/pluckers

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What does it take to grow a restaurant company while giving your team more time for guests? Jason Berry, co-founder of KNEAD Hospitality + Design, joins Shawn Walchef at the CREATE conference to discuss building a company with 1,000 employees and creating opportunities for them to advance. For Berry, AI earns its place by capturing reservations and handling routine tasks so staff can focus on hospitality. That same approach shapes his advice for owners: surround yourself with trusted experts, learn from their experience and stop trying to do everything yourself.

• Give Your Team More Time for Guests – Jason Berry uses AI phone answering to capture reservations and keep staff focused on the people walking through the door. He evaluates technology by the time it saves his team and the revenue it brings in.
• Create Opportunities From Within – Growing the restaurant group gives employees room to advance without leaving the company. Promoting from within and celebrating those promotions helps preserve the culture and shows others a future they can work toward.
• Know When to Ask for Help – Trying to handle construction, legal work or design yourself can lead to expensive mistakes. Berry encourages restaurant owners to hire trusted experts whose experience can prevent delays, save money and let owners focus on running their restaurants.

Episode Links

• Jason Berry LinkedIn: https://www.linkedin.com/in/jason-berry-55822a/
• KNEAD Hospitality + Design LinkedIn: https://www.linkedin.com/company/knead-hospitality-&-design-llc/
• KNEAD Hospitality + Design: https://www.kneadhd.com/
• KNEAD Hospitality + Design Instagram: https://www.instagram.com/kneadhd/?hl=en
• KNEAD Hospitality + Design Facebook: https://www.facebook.com/KneadHD/

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How can restaurant technology solve bigger operational problems instead of responding to everyday frustrations? Raphaël Daverio, vice president of product at Nory, joins Shawn Walchef to explain how the company is building an AI operating system for multi-unit restaurants. Daverio shares how Nory turns restaurant data into proactive recommendations, allows operators to control the level of automation and explains the reasoning behind every suggested action. He also discusses Nory’s work with Dave’s Hot Chicken, the importance of measuring technology’s impact on margins and why restaurants should move beyond reactive software.

• Solve the Root Problem – Nory looks beyond everyday operational frustrations to understand the larger issues affecting a restaurant. By focusing on margins, guest satisfaction and employee experience together, the company can build technology that creates a measurable impact.
• Build Trust Before Automating – Restaurant operators can control how much responsibility they give Nory, beginning with proactive recommendations before moving toward automated decisions. Explaining the data behind each recommendation helps teams trust the system and increase automation over time.
• Turn Restaurant Data Into Action – Nory connects information across scheduling, inventory, ordering, forecasting and customer reviews. The platform uses that broader context to recommend actions that improve consistency, reduce unnecessary work and help multi-unit restaurant groups operate more profitably.

Episode Links

• Raphaël Daverio on LinkedIn: https://www.linkedin.com/in/rapha%C3%ABl-daverio-48878850/
• Nory Online: https://www.nory.ai/
• Nory on Instagram: https://www.instagram.com/asknory/
• What's Cooking? | A Podcast from Nory: https://podcasts.apple.com/us/podcast/whats-cooking-a-podcast-from-nory/id1825066598
• Nory on YouTube: https://www.youtube.com/@noryai
• Nory on LinkedIn: https://www.linkedin.com/company/asknory/?utm_source=linktree&utm_medium=social&utm_campaign=linkedin

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Waiting for more time or better content could be costing your business valuable connections. David Meltzer joins Shawn Walchef on Digital Hospitality to explain how entrepreneurs can turn everyday conversations into content and build relationships through storytelling. They discuss why quantity, speed and consistency improve quality, how one viewer can change your business, and why a small, engaged audience can matter more than thousands of social media followers who never take the next step.

• Make time by using what you already do - Meetings, coaching calls and everyday conversations can become podcasts, videos and social clips. Creating content starts with capturing the work and conversations already happening in your business.
• Quality comes through consistency - Waiting until your content is perfect delays the practice needed to improve. Producing more, moving faster and showing up consistently helps you become more comfortable and create better content over time.
• One meaningful connection can change your business - Shawn became David’s coaching client after watching a video with only a few hundred views. Reaching someone who takes action can be more valuable than attracting thousands of followers who scroll past.

Episode Links

• David Meltzer Online: https://dmeltzer.com/
• David Meltzer Podcast: https://dmeltzer.com/#podcast
• David Meltzer Instagram: https://www.instagram.com/davidmeltzer/?hl=en

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How can a restaurant operator scale a multi-location brand without sacrificing authentic human connection in a digital world? Michel Falcon, CEO of Brasa Peruvian Kitchen, joins Shawn Walchef on Digital Hospitality to share his playbook for building a people-first culture in the restaurant industry. Falcon explains how he modernizes onboarding for tech-savvy employees to keep turnover low, uses tools like Incentivio and Toast to build customer loyalty, and carves out time every Friday to personally email his most frequent guests. He also argues against automating food assembly, showing why technology should streamline back-of-house operations—such as sales tax and inventory—so employees can focus on real face-to-face hospitality as the brand expands across North America.

• Use Technology to Support Humans, Not Replace Them – Falcon advocates using automation strictly behind the scenes to eliminate repetitive administrative tasks—like sales tax processing and inventory counting—freeing up managers and staff to deliver genuine face-to-face hospitality.
• Nurture Employee Loyalty Through Modernized Systems – To maintain near-zero turnover in an industry known for churn, Brasa Peruvian Kitchen designs digital-first onboarding and mobile learning experiences tailored to younger, tech-savvy team members.
• Build Direct, Personal Relationships with Top Customers – Instead of relying solely on automated marketing sequences, Falcon blocks out time every Friday to personally email his most frequent guests from his own inbox to thank them, creating lasting brand loyalty and meaningful personal connections.

Episode Links

• Michel Falcon Website: https://michelfalcon.com/
• Falcon Leadership Academy: https://michel-s-site-7878.thinkific.com/courses/teamsbymichelfalcon
• Michel Falcon Linkedin: https://www.linkedin.com/in/michelfalcon/?originalSubdomain=ca
• Michael Falcon Instagram: https://www.instagram.com/michelfalcon/?hl=en
• Michel Falcon Blog and Podcast: https://michelfalcon.com/blog/
• Brasa Peruvian Kitchen: https://brasaperuvian.com/
• Brasa Peruvian Kitchen Instagram: https://www.instagram.com/brasaperuvian/?hl=en
• Brasa Peruvian Kitchen TikTok: https://www.tiktok.com/@brasaperuvian

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Daniella Senior built Colada Shop to be a place people could visit throughout the day, from morning coffee to lunch and happy hour. On Digital Hospitality, she talks with Shawn Walchef about the café’s unexpected start, its expansion into an airport and the details that make guests feel welcome. Music is one of them. Across seven locations, Colada Shop uses Soundtrack to create playlists that fit each shop and change with the time of day. Chefs, baristas and café associates all contribute songs, making the music part of the team’s culture as well as the guest experience.

• Build for the whole day - Senior designed Colada Shop so guests could come in for coffee, return for lunch and stay for cocktails. That approach also suits the airport location, where travelers need different things throughout the day and the café can serve them without changing its concept.
• Let each shop shape the music - Colada Shop uses Soundtrack to adjust playlists for each location and time of day. Chefs, baristas and café associates suggest songs and speak up when something no longer fits. Their input helps the music reflect both the people working there and the guests who spend time there.
• Protect the experience as you grow - Senior was hesitant to open an airport location until she found a partner that would give the brand enough attention. Colada Shop remains involved in decisions about vendors, menu items and the way the space operates because an airport guest’s experience still shapes how they see the brand.

Episode Links

• Colada Shop: https://www.coladashop.com/
• Colada Shop Instagram: https://www.instagram.com/ColadaShop
• Daniella Senior Instagram: https://www.instagram.com/daniellasenior/?hl=en 
• Soundtrack: https://soundtrack.io/

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What does it take to grow a restaurant brand without losing the neighborhood hospitality that made it special? Jack Biebel of Ggiata Delicatessen joins Shawn Walchef at the CREATE conference after Ggiata received the Emerging Brand Award. Bible explains how three childhood friends from New Jersey built a modern Los Angeles deli despite having no restaurant experience, why Ggiata uses technology behind the scenes instead of replacing personal interaction and how the company prioritizes gradual growth over rapid expansion. He also discusses developing leaders, learning from each neighborhood and telling an authentic story that keeps every Ggiata location connected to its community.

• Use Technology to Strengthen Hospitality – Ggiata uses technology behind the scenes to reduce administrative work, improve restaurant systems and give managers more time to support employees and connect with customers.
• Let Leadership Determine the Pace of Growth – The company is pursuing gradual acceleration instead of rapid expansion. Biebel believes restaurants must develop capable teams and understand each market before adding more locations.
• Become Part of the Neighborhood – Ggiata studies every community by walking the surrounding blocks, meeting local businesses and asking residents where they eat. Those relationships help each location feel like a neighborhood deli rather than another unit in a chain.

Episode Links

• Ggiata: https://www.ggiata.com/
• Ggiata Instagram: https://www.instagram.com/ggiata/?hl=en
• Ggiata TikTok: https://www.tiktok.com/@ggiata?lang=en
• Jack Biebel Instagram: https://www.instagram.com/jackbyebull/

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What does it take to keep a restaurant’s technology running while building a company through dark times? Dan Diaz of F3 Technologies joins Shawn Walchef at the CREATE conference to explain how F3 supports restaurants by managing their networks, POS systems, loyalty platforms and Wi-Fi. Diaz shares why operators often underestimate the importance of their network until it fails, how F3 grew from a business where he handled every installation to a team of approximately 180 employees, and why entrepreneurs must keep building when momentum arrives. He also reveals how a Tom Brady memorabilia collection and $36,000 in roulette winnings helped fund F3’s first payroll and insurance payments.

• Protect the Technology That Runs Your Restaurant – Dan Diaz says restaurant operators often underestimate their networks until something fails. F3 Technologies manages POS systems, Wi-Fi, loyalty platforms and other essential technology that can cost restaurants thousands of dollars when it goes down.
• Keep Building Through the Dark Times – Diaz believes entrepreneurs must continue moving forward when challenges become overwhelming. Sharing those difficult experiences can also remind business owners how much they have survived and help others facing similar struggles.
• Build on Your Momentum – F3 grew from Diaz handling installations and operations himself to a team of approximately 180 employees. He says business owners should keep pushing when opportunities begin opening while still taking time to recognize and appreciate their progress.

Episode Links

• Dan Diaz LinkedIn: https://www.linkedin.com/in/daniel-d-diaz/
• F3 Online: https://f3tech.com/
• F3 YouTube: https://www.youtube.com/@F3fixes/videos
• F3 Instagram: https://www.instagram.com/f3inc
• F3 LinkedIn: https://www.linkedin.com/company/f3inc/

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