Lessons From the Field [Powered by Black Box Intelligence]

How does a career in operations prepare you to lead the people strategy for one of the most beloved breakfast brands in the South?

In this edition of Lessons from the Field, Black Box Intelligence CMO Andy Smith sits down with Belinda Kyle, Chief People Officer at Biscuitville. Belinda shares her unique career trajectory—starting in restaurant operations before transitioning into HR—and how that "boots on the ground" experience shapes her approach to workforce intelligence today.

We also dive into Biscuitville’s famous "Life After 2:00" philosophy, exploring how a unique operating model creates a powerful recruiting and retention advantage in the competitive QSR landscape.

Key Takeaways:

• The Ops-to-CPO Pipeline: Belinda shares how her "boots-on-the-ground" experience in restaurant operations provided the essential credibility and insight needed to lead a high-performing HR function at the executive level.
• The "Life After 2:00" Advantage: How Biscuitville leverages its unique operating hours to offer employees a work-life balance rarely seen in the restaurant industry, driving industry-leading retention.
• Scaling a "Much-Loved" Legacy: Founded in 1966, Biscuitville has expanded to over 85 locations while maintaining a deep-rooted, local brand identity through a people-centric culture.
• Workforce Strategy in the Morning Rush: Navigating the unique HR challenges of the breakfast daypart and why operational empathy is the key to successful people management.

About the Guest: Belinda Kyle is an award-winning industry veteran and the Chief People Officer at Biscuitville, a family-owned QSR brand founded in 1966 known for its authentic Southern breakfast and local ingredients.

Episode 11 | 06/19/25

Episode Overview

From viral review stories and haiku responses to brand voice libraries and the power of AI, this conversation is packed with insights every restaurant leader needs to hear. 

In this Lessons from the Field episode, Katie Garcia (Founder) and Susie Ragland (CMO) of Gather Media explore the ROI of responding to guests, the operational impact of listening to feedback, and why your star rating might be your most underutilized sales lever. 

Key Takeaways:

[Insight #1]   –  Start small, but start 

•   A 20-response library is better than none. Review management is a marathon, not a sprint. 

[Insight #2]   –  Don’t ignore the weird ones 

•  Even bizarre reviews can reveal trends—or drive loyalty with the right response. 

[Insight #3]   –  Brand voice matters online 

•  Guests want to feel your personality in how you respond. (Yes, even through a haiku.) 

[Insight #4]   –  Routing is everything 

•  Feedback should reach ops, legal, and even franchisees to be truly actionable. 

[Insight #5]   – AI is a tool, not a replacement 

• Human-led, brand-driven responses still win hearts (and five-star ratings). 

Mentioned in the Episode:

• Best Practices Award (BPA)
• Operationalizing Guest Feedback—and Why It All Starts with Caring:
   Insights from Torchy’s Tacos
• Gather Media
•  GuestXM 

Episode 10 | 04/17/25

Episode Overview

Employee turnover remains one of the biggest challenges in the restaurant industry—but how can you use data to manage it more effectively?

In this Lessons from the Field episode, Jenilee Childs (VP of HR) and Darcy Dees (Director, HRIS & People Analytics) of Noodles & Company share how their team leverages benchmarking data to support operators with actionable insights.

Key Takeaways:

[Insight #1]   – Utilizing Data to Understand Employee Turnover

• Noodles & Company likely analyzes employee turnover rates across different locations and roles to identify patterns and root causes. This data-driven approach helps in developing targeted strategies to improve retention.

[Insight #2]   – Enhancing Training Programs Through Performance Metrics

• By tracking performance metrics, the company can assess the effectiveness of training programs. Insights gained enable the refinement of training content and methods to better equip employees for success.

[Insight #3]   – Implementing Predictive Analytics for Staffing Needs

• Predictive analytics may be used to forecast staffing requirements based on historical data and trends. This ensures optimal staffing levels, reducing employee burnout and improving customer service.​

[Insight #4]   – Personalizing Employee Engagement Initiatives

• Data collected from employee feedback and performance reviews can inform personalized engagement strategies. Tailored initiatives contribute to higher job satisfaction and retention rates.​

[Insight #5]   – Aligning Operational Goals with Employee Performance

• By aligning individual performance metrics with broader operational goals, Noodles & Company ensures that employees understand their impact on the company's success, fostering a sense of purpose and motivation.

Mentioned in the Episode:

• Workforce Intelligence
• GuestXM
• Connect with the Noodles & Company Team 
  • Jennilee 
    • LinkedIn
    • Email
  • Darcy 
    • LinkedIn
    • Email

How Torchy’s Tacos Uses Guest Feedback to Drive Hospitality & Growth
Episode 9 | 04/03/25

Episode Overview
How does Torchy’s Tacos balance its bold, unconventional brand with exceptional hospitality? In this episode of Lessons from the Field, they will share how guest sentiment data shapes service strategy, operational decisions, and brand growth.

Key Takeaways:

     [Insight #1]   – Authenticity Is Core to Brand Identity

•  Torchy’s brand edginess and appeal are rooted in the Team members chosen to represent their brand. Building a team with genuine care for others, and this honesty is reflected in the guest experience. 

     [Insight #2]   – Guest Feedback Is Treated as a Relationship, Not Just a Review

•   Torchy’s philosophy is that if a guest reaches out, they owe them a response—no exceptions. Whether it's praise or a complaint, every piece of feedback is acknowledged and responded to. 

     [Insight #3]   – Operationalizing Feedback = Root Cause Discovery

•  By reviewing guest reviews, the customer journey, and the UI layout, they discover actionable items to improve guest satisfaction immediately. 

     [Insight #4]   – Empowered Teams + HQ Support = Unified Success

•  Managing partners (GMs) have full access to guest data and are empowered to act, while the guest relations team offers backup and handles direct communications

     [Insight #5]   – Care and Commitment Over Scores 

• One of the most powerful messages: "Do you really care?" If not, you're in the wrong role. If yes, then act like it. Torchy’s doesn’t chase metrics—they chase behavior change. While metrics like star ratings matter, it’s the open-ended guest feedback that drives the real insights and actions. 

Mentioned in the Episode:

• Workforce Intelligence
• GuestXM

Recruiting and Retaining Staff to Support Aggressive Growth Goals
Episode 8 | 02/27/25

Episode Overview
Arlene Estrada Petokas (Chief People Officer) shares how Kura Sushi USA leverages a robust recruitment strategy to support their broader objectives.

Key Takeaways:

     [Insight #1]   – Leverage social media and marketing to attract top talent.

     [Insight #2]   – Invest in training programs to set employees up for success.

     [Insight #3]   – Maintain open communication to ensure employees feel valued.

     [Insight #4]   – Stay competitive with pay and benefits to reduce turnover while creating clear career opportunities to keep employees engaged.

Mentioned in the Episode:

• Workforce Intelligence

How Leadership Leans on Data to Drive FP&A Strategy
Episode 7 | 01/22/25

Episode Overview
David Poole (CFO) and Celia Perez (VP of Finance) of Giordano’s share how they leverage restaurant industry benchmarks and their own data to drive company strategy.

Key Takeaways:

     [Insight #1]   – Leverage data to tackle industry challenges and stand out in a crowded market

     [Insight #2]   – Invest in technology

     [Insight #3]   – Leverage benchmarking data for better data-informed decisions tailored to each customer segment

     [Insight #4]   – Leverage third-party delivery to evolve and adapt to consumer behaviors

Mentioned in the Episode:

• Financial Intelligence

Episode 6 |  12/18/24

Episode Overview
Michael Halen, Senior Restaurant Analyst at Bloomberg Intelligence, and George Kalamaras, Sr. Market Research & Insights Manager at Libbey Glassware, share how suppliers of products and services to the restaurant industry can build more successful businesses by leveraging restaurant industry data.

Key Takeaways:

     [Insight #1]   –  Data-Driven Supplier Strategies 

•  Suppliers are increasingly leveraging restaurant industry data to align their offerings with market demands. By analyzing trends and performance metrics, they can tailor products and services to better meet the needs of restaurant operators. 

     [Insight #2]   –  Enhancing Predictability and Growth 

•  Utilizing data allows suppliers to forecast demand more accurately and identify growth opportunities. This predictive approach helps optimize inventory, reduce waste, and improve overall efficiency. 

     [Insight #3]   –  Strengthening Partnerships with Operators 

•  Suppliers can become strategic partners to restaurant operators by sharing insights and data analyses. This collaboration fosters mutual growth and helps in addressing challenges proactively. 

     [Insight #4]   –   Adapting to Market Shifts

•  The restaurant industry is dynamic, with changing consumer preferences and market conditions. Suppliers that stay informed through data are better positioned to adapt and innovate accordingly. 

Mentioned in the Episode:

• Supplier Intelligence

Driving Success through Guest Satisfaction and Operational Excellence

Episode 5 | 12/12/24

Episode Overview

How do you take a struggling brand and turn it into an industry leader? A Restaurant Turnaround Strategy- just ask Roger Gondek.

With over 40 years in the restaurant industry—Gondek joined Twin Peaks in 2016 with a clear mission.

This isn’t just a success story—it’s a blueprint for any restaurant looking to thrive.

We break down the specifics of their Restaurant Turnaround Strategy.

Key Takeaways:

     [Insight #1]   –  Guest Feedback as the Heart of Success

Collecting and acting on guest feedback helps improve operations and guest experience. Make Feedback Easy with simple tools, like QR-code business cards, encourage guests to leave reviews.
     [Insight #2]   –  The Power of Staffing: A Foundational Element

Well-staffed restaurants deliver faster service, raise employee morale, improve guest experience, and, therefore, boost sales.

      [Insight #3] –  Operational Excellence Meets Data-Driven Incentives

Bonuses tied to guest sentiment scores motivate managers to focus on exceptional service and accountability.

Mentioned in the Episode:

• Winning with Guest Feedback: Twin Peaks’ Restaurant Turnaround Strategy for Success
  
  
• Turn Feedback to $. Accurately Size Financial Impact of Guest Experience.
  
  
• Twin Peaks had consistent double-digit sales growth and a post-COVID comeback.

How Marketing Leaders at Keke’s Breakfast Cafe and Velvet Taco Drive Wide-Spread ASR Improvement

Episode 4 | 11/21/24

Episode Overview

For restaurant brands, understanding and acting on guest feedback is no longer optional.

It’s a critical factor in driving sales, improving operations, and brand health.

In a recent Lesson from the Field, industry leaders from Keke’s Breakfast Cafe and Velvet Taco shared how reviews shape the future of restaurants. Here are the key takeaways of how they use feedback to drive success.

Key Takeaways:

    [Insight #1] – The Correlation Between ASR & Sales
Research shows that even a half-star improvement in ASR can lead to substantial sales growth.

    [Insight #2] – Guest Reviews are a Key Local Marketing Channel
 Guest reviews now serve as a primary tool for showcasing quality and connecting with the community. 

    [Insight #3] – Guest Feedback is a Predictor of Sales and Traffic
Guest feedback is a treasure trove of data and a predictor of how a restaurant unit is going to perform in the future.

Restaurants can use feedback to:

• Identify trends
• Make proactive adjustments
• Plan marketing strategies
  
  

     [Insight #4] – Guest Feedback is a Source of Insight Against the Competition
Guest feedback helps brands gauge their performance against competitors. Identify areas where you outperform competitors and protect those strengths. Regional insights can also help brands adapt strategies to local markets.

Mentioned in the Episode:

•  3 Ways Restaurant Leaders Use Feedback to Drive Success
  
  
• The 4 Main Impacts of Average Star Ratings on Restaurant Brands and 7 Best Practices
  
  
• ASR Strategies Your Restaurant Brand Needs To Thrive: FAQ and Best Practices from BBI Experts

Gen Now: Overcoming Challenges with Today’s Multi-Generational Workforce
Episode 2 | Originally posted 03/07/24

Episode Overview
With Baby boomers retiring, Gen Z, a force of 68 million, is entering the workforce, leading among hourly workers. This shift urges restaurants to rethink their approach to attracting and retaining employees. In 2024, restaurants focus on developing frontline managers to meet the demands of a rapidly changing workforce.

Key Takeaways:

     [Insight #1]   – Most restaurants remain understaffed.

     [Insight #2]   –  Salary is the #1 factor drawing Gen Zs to a job.

     [Insight #3] –   The majority of hourly new hires are Gen Zs.

     [Insight #4] –   Workplace benefits and training play a pivotal role in employee retention.

As if the restaurant industry hasn’t faced enough staffing challenges, another dilemma has been added to their plate. With the largest generation in American history exiting the workforce, employers are racing against time to fill the gap with the next batch of workers: Gen Zs. But as more of this generation enters the talent pool, they bring a new set of challenges, values, and expectations. This means restaurants may have to adjust their approach to remain competitive in attracting this new segment of the workforce.

Mentioned in the Episode:

• Gen Zs Flooding into Workforce as Boomers Exit—How Can Restaurants Manage This Shift?
• National Restaurant Association’s (NRA) 2024 State of the Restaurant Industry Report
• Workforce Intelligence 
• Opus Training Platform