Hospitality Strategy Lab with Jason Littrell

Ashley explores the difference between outsourcing your judgment to AI and using it to pressure-test your thinking, with a practical framework for hospitality operators.

Ashley breaks down why the best people in hospitality leave without warning, and what operators can do to stop losing the people they need most.

https://hospitalitystrategylab.com

Jason Littrell sits down with David Helbraun, a hospitality law expert, to break down the legal challenges that restaurant owners face in NYC and beyond. From HR and employee handbooks to leases, ADA compliance, and AI-driven operations, this episode gives practical advice to help restaurants grow while staying compliant and efficient.

Key Topics:

• Common legal issues in the restaurant and hospitality industry
• Ensuring ADA compliance and avoiding lawsuits
• The importance of employee handbooks and clear HR policies
• Engaging younger workers who know their rights
• Using AI to improve efficiency and compete with larger hospitality groups
• Navigating delivery apps and building direct customer relationships
• Planning for restaurant expansion and long-term growth

Timestamps:

• 00:00 – Introduction to Hospitality Law and Strategy
• 01:09 – Common Legal Issues in the Hospitality Industry
• 04:18 – Understanding ADA Compliance and Lawsuits
• 07:14 – Starting a Hospitality Business: Key Considerations
• 09:55 – The Importance of Employee Handbooks
• 11:50 – Engagement of New Generation Workers
• 12:11 – Leveraging AI in Hospitality
• 15:02 – The Future of Delivery Apps and Customer Acquisition
• 24:09 – Expansion and Growth in the Hospitality Sector

About David Helbraun: Hospitality law expert specializing in restaurant operations, compliance, and growth strategies. He helps restaurant owners navigate legal challenges while building successful, scalable businesses. | helbraunlevey.com 

Subscribe to the Hospitality Strategy Lab Podcast for more insights on leadership, operations, law, and innovation in hospitality.

https://hospitalitystrategylab.com | https://jlittrell.com

Ever wonder why you buy what you buy? Jason sits down with behavioral scientist Dr. Kai-Markus Mueller to explore the fascinating intersection of consumer psychology, neuroscience, and pricing strategy. From the subtle influence of choice architecture to the surprising power of free offers, this episode uncovers the hidden forces shaping decisions in hospitality and beyond.

Key Topics:

• How consumer decisions are shaped by choice architecture
• The psychology of anchoring and perceived value
• How pricing communicates identity and social status
• The surprising impact of free offers on spending and satisfaction
• Common pricing mistakes in hospitality and their effects
• How reciprocity drives consumer behavior
• The neuroscience behind how the brain processes price
• The potential future of AI in shaping consumer decisions

Timestamps:

• 00:00 – Introduction to Consumer Neuroscience
• 02:36 – The Psychology of Decision Making
• 05:03 – Anchoring and Pricing Strategies
• 07:38 – Pricing and Identity
• 10:14 – Common Pricing Mistakes in Hospitality
• 12:51 – The Impact of Choice on Consumer Behavior
• 15:23 – The Power of Free Offers
• 17:33 – Neuroscience of Pricing Perception
• 20:07 – Reciprocity and Consumer Spending
• 22:34 – AI and Consumer Decision Making

About Dr. Kai-Markus Mueller: Behavioral scientist and expert in consumer psychology and pricing strategy, Dr. Mueller combines insights from neuroscience and hospitality research to help businesses understand why people make the choices they do.

Subscribe to the Hospitality Strategy Lab Podcast for more deep dives into leadership, operations, innovation, and the science behind consumer behavior.

https://hospitalitystrategylab.com | https://jlittrell.com

Jason sits down with Tom Selementi, CEO of Spread Bagelry, to discuss how a strong morning strategy can set the tone for team performance and customer experience. They dive into operational habits, team dynamics, and leadership approaches that make breakfast service more efficient and memorable.

Key Topics:

• Building a “Win the Morning” mindset for teams
• Ensuring bagel quality and consistency under pressure
• Leadership strategies in restaurant operations
• Effective employee training and feedback systems
• Scaling operations without losing culture or quality

Timestamps:

• 00:00 – Introduction and background on Spread Bagelry
• 03:15 – “Win the Morning” mindset
• 08:40 – Bagel quality and consistency
• 14:20 – Leadership strategies
• 19:50 – Employee training & feedback
• 25:30 – Scaling operations
• 30:10 – Final thoughts

About Tom Selementi: CEO of Spread Bagelry, with extensive experience in restaurant management, team leadership, and customer experience optimization.

Subscribe to the Hospitality Strategy Lab Podcast for more conversations on leadership, operations, and innovation in the hospitality industry.

https://hospitalitystrategylab.com | https://jlittrell.com

Jason sits down with behavioral scientist Matt Wallaert to unpack why most hospitality technology fails, not because of features, but because operators were never part of the design process. They discuss demand-side thinking, the gap between tech builders and operators, and why the best technology reduces friction instead of adding steps.

Key Topics:

• Why hospitality tech fails at the operator level
• Demand-side vs supply-side product thinking
• Building technology that reduces friction
• The role of behavioral science in product design
• Why operators should be co-designers, not just end users

About Matt Wallaert: Behavioral scientist, author, and former Chief Behavioral Officer at Clover Health. Matt has built behavioral science practices at Microsoft, Thrive, and multiple startups.

Subscribe to the Hospitality Strategy Lab Podcast for more conversations with industry experts on leadership, operations, and innovation.

https://hospitalitystrategylab.com | https://jlittrell.com

Welcome back to the Hospitality Strategy Lab Podcast, hosted by Jason Littrell.

In this episode, Jason sits down with Franck Desplechin, founder of Incrementum Hospitality, to explore the systems, leadership mindset, and operational discipline required to deliver world-class guest experiences.

Drawing on his career in Michelin-starred kitchens and luxury hospitality consulting, Franck shares how elite hospitality organizations maintain exceptional standards while building resilient teams in high-pressure environments. The conversation dives into leadership gaps many hospitality businesses face today—from insufficient mentorship and training to operational blind spots that affect service quality.

A key theme of the discussion is the power of mystery audits and operational assessments as tools for identifying performance gaps and driving measurable improvements. Franck also explains how empowering frontline staff—following service recovery models used by organizations like The Ritz‑Carlton Hotel Company—can transform guest experiences and build long-term loyalty.

The episode also looks ahead at the future of hospitality through 2026, including leaner teams, stronger cultural leadership, and smarter integration of technology to support training, compliance, and operational consistency.

For hospitality leaders, restaurant operators, and consultants seeking practical strategies to elevate service standards and build stronger teams, this episode delivers valuable insights from one of the industry’s most thoughtful voices.

Key Topics

• Leadership and culture in luxury hospitality

• Mystery audits and operational assessments

• Guest experience optimization strategies

• Staff empowerment and service recovery models

• Training, onboarding, and continuous staff development

• Technology and operational efficiency in hospitality

Timestamps

00:00 — Introduction

Franck’s hospitality background and consulting journey.

01:13 — The Pressure of Luxury Hospitality

How high service standards shape team culture.

02:42 — Consulting with Excellence in Mind

03:33 — Common Hospitality Client Challenges

04:32 — Mystery Audits and Operational Assessments

05:56 — Leadership Gaps in Hospitality Teams

06:27 — When to Bring in Hospitality Consultants

07:49 — Structuring Renovation and Repositioning Projects

08:25 — Creating Measurable Improvement Plans

09:34 — The Power of Mystery Shopping

11:04 — External vs Internal Hospitality Audits

12:52 — Building Strong Leadership Culture

14:03 — Navigating Unions in Hospitality

15:01 — Key Indicators of Guest Experience Quality

16:14 — The Ideal Consulting Client

17:35 — Challenges in Hospitality Consulting Engagement

18:05 — Staff Empowerment and the Ritz-Carlton Service Model

19:00 — The Importance of First Guest Contact

20:16 — Reputation and Organic Growth

23:43 — Simplicity and Respect for Craft

24:27 — Training for Empathy and Service Recovery

26:02 — Leadership Accountability and Daily Discipline

27:26 — Effective Onboarding and Staff Development

29:27 — Building Systems for Operational Excellence

32:16 — Franck’s New Book and the Future of Hospitality

🔗 Learn more about Incrementum Hospitality and connect with Franck Desplechin:

Incrementum

Chef Franck

Franck Desplechin | LinkedIn

If you’re building a hospitality brand or leading service teams, subscribe to the Hospitality Strategy Lab Podcast for conversations with industry experts on leadership, operations, and guest experience innovation.

Share this episode with a hospitality leader who’s committed to raising the standard of service and building a culture of excellence.

🔗 Learn more:

https://hospitalitystrategylab.com

https://jlittrell.com

Welcome back to the Hospitality Strategy Lab Podcast, hosted by Jason Littrell.

In this episode, Jason sits down with Rob Ontell, founder of Ontell & Associates, to break down the legal realities of opening and operating a restaurant in New York City.

Rob shares practical insights from years of advising hospitality operators on everything from lease negotiations and compliance requirements to avoiding legal disputes that can derail restaurant businesses before they even open. For first-time founders and experienced operators alike, understanding the legal framework behind restaurant startups can save significant time, money, and stress.

The conversation explores the importance of engaging professionals early—lawyers, CPAs, and consultants—to navigate complex regulations, licensing, and zoning rules. Rob also explains critical lease provisions such as assignment clauses and “good guy” clauses, how landlords structure rent increases, and why strategic planning during the early stages of a restaurant project can prevent major financial setbacks.

If you're planning to launch a restaurant, scale a hospitality concept, or better understand the legal environment shaping the industry, this episode offers a practical guide to staying compliant, protecting your business, and building a sustainable operation.

Key Topics

• Restaurant startup legal strategy

• Lease negotiations and landlord clauses

• Compliance with employment, zoning, and licensing laws

• Restaurant build-out delays and risk mitigation

• Technology and HR systems for compliance management

• Legal dispute prevention for hospitality operators

Timestamps

00:00 — Introduction

Rob Ontell’s background and his focus on hospitality law.

02:13 — Why Engaging Professionals Early Matters

How lawyers, CPAs, and consultants save time and money during restaurant startups.

03:23 — The Restaurant Startup Checklist

LOI, lease agreements, ADA compliance, and key legal considerations.

04:50 — Common Causes of Restaurant Opening Delays

06:33 — Real-World Build-Out Challenges

09:26 — Navigating City, State, and Federal Regulations

11:21 — Building the Right Professional Team

13:20 — Technology and Compliance Tools

16:59 — Lease Clauses Every Restaurant Owner Must Understand

18:12 — Landlord Strategies and Rent Escalation

20:49 — The Economics of Vacant Properties

22:05 — Real Stories of Rent Hikes and Market Resets

23:28 — Future Policy Outlook in NYC

25:45 — Avoiding Legal Disputes in Hospitality

27:25 — Proactive Compliance Planning

28:26 — Applying the “E-Myth” to Restaurant Startups

29:47 — Supporting Local Food Entrepreneurs

30:36 — How to Connect with Rob Ontell

🔗 Learn more and connect with Rob Ontell:

https://www.ontellassociates.com/

If you’re building a restaurant or hospitality brand, subscribe to the Hospitality Strategy Lab Podcast for practical insights from operators, founders, and industry experts shaping the future of hospitality.

Share this episode with a fellow restaurateur or entrepreneur who could benefit from understanding the legal side of launching a restaurant.

🔗 Learn more:

https://hospitalitystrategylab.com

https://jlittrell.com

Welcome back to the Hospitality Strategy Lab Podcast, hosted by Jason Littrell. In this episode, Jason sits down with Joe Mikulich to explore the realities of building and operating successful restaurants in Las Vegas—one of the most competitive dining markets in the world.

Joe shares his journey as a young hospitality entrepreneur, offering an inside look at what it takes to open restaurants, train high-performing teams, and manage the operational complexity that comes with rapid growth. The conversation highlights how Las Vegas dining has evolved beyond the Strip, with guests seeking more intentional, experience-driven concepts.

A central theme of the episode is guest experience—from first impressions to long-term loyalty. Joe explains why obsessive attention to detail, structured training, and data-driven decision-making are essential for understanding customer behavior and delivering consistent service at scale. He also discusses how personalization and quality will continue shaping the future of dining.

This episode is packed with practical insights for restaurant owners, operators, and hospitality professionals focused on growth, execution, and building memorable guest experiences.

[00:00:00] – Introduction to Joe Mikulich and His Journey

Joe shares his background and path into hospitality.

[00:02:19] – The Evolution of Las Vegas Dining

How off-Strip concepts and adventurous dining are changing the market.

[00:05:03] – Training and Team Building

Why strong systems and staff development matter during restaurant openings.

[00:07:38] – Managing Operational Complexity

What makes restaurant operations challenging—and how to handle it.

[00:10:10] – Guest Experience and Engagement

Creating environments where guests feel genuinely welcomed.

[00:12:47] – Data-Driven Decisions

Using insights to better understand customer preferences and behavior.

[00:15:23] – The Future of Dining and Personalization

Where hospitality is heading next.

[00:18:20] – Final Thoughts

Learn more about Joe Mikulich:

www.instagram.com/josephmikulich

Learn more:

https://hospitalitystrategylab.com

https://jlittrell.com

Subscribe for more conversations on hospitality, entrepreneurship, and scalable business strategy.

🎙️ MISTAKES WERE MADE — Special Series on Hospitality Strategy Lab

The heaviest episode of the series. Shawn Soole has opened bars twice in Victoria, BC. Both times, his partners burned him. The first time: investors, a shared lawyer (huge mistake), and a bar that collapsed after 16 months. The second time: a partner who changed the locks, stole his equipment, drained the company bank account, and texted from Mexico.

John Garda had a dream — a 6,000 square foot distillery-bar in Jersey City. Investors lined up, lease negotiated, favors called in. Then a family member defrauded him. Personal bankruptcy. Everything gone. He turned that devastation into In-Service Society, a nonprofit fighting for bartender advocacy and career sustainability.

Matt Friedlander closes the series with the story of a KDS crash during peak service — 47 tickets backed up in 45 seconds — and watching his team self-organize like a Rolling Stones concert.

Mistakes were made. People got back up. The show must go on.

Featuring: Shawn Soole (Victoria, BC), John Garda (In-Service Society), Matt Friedlander (MF Hospitality)

🔗 In-Service Society: inservicesociety.org

🔗 Follow Jason: jlittrell.com