Restaurant Operator

In this episode of the Restaurant Operator Podcast, host Mandy Detwiler, editor of QSRweb.com and Pizza Marketplace, chats with Jill Chapman, senior director of corporate partnerships for CORE. CORE is a national non-profit that financially supports food and beverage service families in times of crisis.

CORE was founded 22 years and was run by volunteers up into 2015 when it hired its first employee. Eleven years later, the non-profit has several employees and is growing as much as the need is growing.

CORE is needed because in the food and beverage industry, there is no PTO — if you're not working you're not getting paid.

"If anything happens, whether it be health, injury, death or natural disaster or domestic abuse, that's where CORE comes in. That's what our mission is about. We come in and help financially during those times," Chapman said.

To learn more about CORE and how to apply for help, listen to the podcast in its entirety.

In this episode of the Restaurant Operator Podcast, host Mandy Detwiler, editor of Pizza Marketplace, chats with Jamie Cecil, vice president of franchise development for Mellow Mushroom.

Mellow Mushroom started in 1974 and has grown to 160 units. The brand is known for its cool vibes. Each store is unique.

"I like to call them kind of unicorns. There's not one store that looks alike, which is kind of fun, but it makes it a challenge as well. But every store has phenomenal pizza and great service. That's the goal," Cecil said.

Cecil brings more than 30 years of restaurant industry experience to the table.

"There's not a day that's like any other, I like that," he said. "So one call, I'm talking to a person that wants to do five stores. Next, I'm talking to a city about getting some variances. Next, I'm talking to a construction guy about some issues on a construction site. So it really has taken everything I've done throughout my career and kind of packaged it in one role. And I enjoy it. It's a fun, fun role to be a part of."

Finding the perfect piece of real estate is the greatest challenge for the brand. That's changed over the years, and a standalone building in the right location sets the tone for a town.

"Today's franchisee is more sophisticated than they were in the past. They're a lot more educated and they they've done a lot of footwork or groundwork on their own before they reach out to you," Cecil said. "So they kind of already have an idea of what they want to do. Whereas back then, they would just reach out and, let's do this. And that cycle was pretty quick. Now they want to visit with franchisees. They want to talk to franchisees. Obviously, Discovery Day is critical in our world, too. And they want to meet the executive team. They want to meet with the CEO and ask them questions about where they see this potential business going in the next five to10 years."

To learn more about Mellow Mushroom's franchising and how the brand plans to grow in a tight market, listen to the podcast in its entirety.

In this episode of the Restaurant Operator Podcast, host Mandy Detwiler, editor of Pizza Marketplace and QSRweb, chats with Shawn Lalehzarian, co-founder of The Red Chickz, a West Coast Nashville hot chicken brand that opened its first unit in Los Angeles in 2018.

Lalehzarian began his restaurant career as a dishwasher in a local restaurant in San Diego in 1998. He eventually moved on to be an assistant manager and moved upward into a senior ops position with HMS Host, opening more than 50 restaurants in airports around the nation and in Canada.

He found two partners in 2014 and eventually opened The Red Chickz in 2018.

"When we decided to get into a hot chicken concept, we flew out to Nashville and asked basically everyone from the Uber driver to the bellman at the hotel if they knew anyone in their family that knows how to make Nashville hot chicken," Lalehzarian said. "And some of those folks invited us to their homes and showed us the homestyle of Nashville hot. So what we serve in our restaurant today is exactly what we brought back from Nashville."

What sets The Red Chickz apart from other chicken concepts? Lalehzarian said there are "bold" differentiators.

"Our product is the crunchiest friend chicken in the hot chicken market, and frankly in the fried chicken market," he said. "From the start we have had a pretty innovative menu in the segment, and we are trying to keep it that way."

That includes serving products like shrimp and chicken and waffles, salads, loaded veggie plates and French toast.

To learn more about The Red Chickz aesthetic, menu development and out-of-the-box operations, click the link at the top to watch the podcast in its entirety.

In this episode of the Pizza Marketplace Podcast, host Mandy Detwiler, editor of Pizza Marketplace, talks to Bryan Ketelhut, vice president of franchise and business development for Little Caesars.

Ketelhut has been with the company for years and now heads up domestic franchising. He's also a former franchisee himself.

Little Caesars is known for its streamlined operations. From a development perspective, that simplicity makes the brand more attractive to prospective franchisees compared to more complex QSR models.

"We focus on value, quality and convenience. That is our is our big messaging, right? We created Hot-N-Ready over 20 years ago, and we've always been a value brand. We cater to that value consumer," Ketelhut told Detwiler during the interview.

The brand has its own supply chain with more than 20 distribution centers around the country.

"Having that controlling the distribution channel as well is very important to a lot of franchises. When we're able to purchase food products or equipment wise more in bulk, we're able to keep those costs lower for our for our partners," Ketelhut added.

To listen to the podcast in its entirety, click the link above.

Beverages have become big business as boba, dirty sodas, coffee and kombucha take center stage on the franchising market. Juice It Up, which has been selling cold and raw-pressed juices, smoothies, açaí bowls. toasts and bagels for more than 30 years, has been an industry leader.

In this episode of the Restaurant Operator Podcast, host Mandy Detwiler, editor of QSRweb and Pizza Marketplace, talks to Susan Taylor, president and CEO of Juice It Up, based in Southern California, about how the brand has been leading the beverage market. Juice It Up recently opened its 100th unit in Gardnerville, Nevada.

Taylor said the definition of a meal replacement has changed since the launch of the juice brand, and smoothies and juices are no longer sweet treats after a workout. Instead, they're nutritious and fill the needs of those looking for more protein, living vegan lifestyles or needing fuel for the day.

"It's interesting the way that the segment has grown," Taylor said in the podcast. "Beverages as a complete segment (includes) everything from coffee to smoothies and juice bars. I think that consumers today are much more sophisticated and really looking for different things to be able to fuel their lifestyle that has kind of expanded the category.

"Depending on where you are in your health and wellness lifestyle journey, you can come in and you can do a fresh-made order juice using beets, celery, carrots, ginger, turmeric, anything that you want to be able to have in that, or you can build your own. And there's a pretty dedicated core of customers that really look for that."

Gen Z and millennial consumers have been shaping beverage trends as of late.

The generations that are coming up now look at beverages in a totally different way from just want something right now," Taylor added. "There's an experience. They're just they're thinking about what it provides to them from a nutritional standpoint to just how they feel like they're treating themselves as well, too."

To learn more about how Juice It Up is innovating the beverage industry, listen to the podcast in its entirety.

In episode of the Pizza Marketplace Podcast, host Mandy Detwiler, editor of Pizza Marketplace, talks to Joe Carlucci, founder and owner of Valentina's Pizzeria & Wine Bar in Alabama. Carlucci, who has dozens of years in pizza, is a member of the World Pizza Champions and a leader in the industry.

Carlucci opened Valentina's, named after his daughter, in the midst of COVID. Prior to that, he'd owned a pizza food truck and would take it to neighborhoods to provide pizzas to neighborhoods during the COVID lockdowns. He would sell more than 500 pizzas a week, and saved every dime to open his brick-and-mortar restaurant.

What started in a 1,500-square-foot space with 12 employees has turned into a 196-seat, 50-plus-staffed full-service restaurant. The original location was across the street from a cotton field. Carlucci would arrive at 4:30 a.m. and make pizzas throughout the day. He's since moved to a larger location and has trained a handful of pizzaiolos whom he trusts to make the brand's signature pies. He sources as much as he can locally.

Carlucci has entered and won several awards at the International Pizza Challenge at International Pizza Expo. When he creates a new pizza, though, it isn't with judges in mind — instead he thinks about the customers first. But when his pizza creations win awards, he puts them on the menu. It's been a great advertising outlet for Carlucci.

Carlucci hired a mixologist to pair signature cocktails with his artisan pizzas, so there's a craft cocktail list, and curated beer and wine lists.

"I want to elevate this place. I don't want it to just be a pizzas place. ... It's not a pizza place. From the hostesses dresses to the bartenders in bow ties, to every single server, looks the exact same way," Carlucci said. "The standard is the standard here. We're not worried about what everybody else is doing. We're worried about what Valentina's is doing. How Valentina's could be better."

To learn more about how Carlucci is changing the pizza game, listen to the podcast in its entirety.

In this episode of the Restaurant Operator Podcast, host Mandy Detwiler, editor of Pizza Marketplace and QSRweb, talks with Brian Simowitz, president, and Andie Smirl, director of franchise sales, for Houston TX Hot Chicken. The Nashville hot chicken concept launched during COVID in 2020 in Las Vegas. The brand now has 31 units.

Part of what draws diners to the concept is its electric brand energy. With more than 400,000 social media followers, Houston TX Hot Chicken seems to be striking a nerve with consumers.

"The energy that you get from that level of social media followers that are engaging with our brand on a daily basis is unbelievable. So, you know, and it gives us a lot of relevance with new franchisees coming in as well, because they look at it and go, man, this brand is crazy," Simowitz said during the podcast. "And I'll share with you, quite honestly, we get a lot of potential franchise leads just from our social media and how big that social media footprint is."

Smirl joined the brand when it had already sold more than 100 units and said a lot of the brand's leads are truly organic.

"A lot of our leads are truly organic," she said during the podcast. "They are coming in because (potential franchisees) either tried the food or they've seen our social media. They've seen our content, either on LinkedIn or Instagram, something like that. So we're really lucky that we don't really have to sell that part of it. It's already really exciting to just see the brand. So I think that we get to be pretty strategic in kind of how we decide to grow.

"We don't want to just throw one restaurant across the country where our support is in Vegas. We want to be available and ideally in the same time zone for a little while at least where we can just kind of strategically grow to best support our franchisees. So we're pretty lucky in that and we don't take that for granted, but we want to be really smart about who we partner with."

To learn more about how Houston TX Hot Chicken attracts top-tier franchisees, what the brand's leaders look for in franchise partners and what the future holds for the company, listen to the podcast in its entirety.

In this episode of the Pizza Marketplace Podcast, host Mandy Detwiler, editor of Pizza Marketplace, chats with Genero Perez, chief marketing officer for Peter Piper Pizza, a legacy brand with more than 50 years in the industry.

The brand has about 115 restaurants in Arizona, Texas, New Mexico and the northern part of Mexico.

The restaurants all have a lunch buffet Monday through Friday from 11 a.m. to 2 p.m.

Peter Piper "is an interesting concept because we target different demographics at different times of the day," Perez said. "So (the) lunch buffet is for those workers or families or a lot of construction workers, nurses, officers, people that need to grab a bite and obviously they don't want to break the bank. So our lunch buffet in the Arizona market is $10.99 for all you can eat. And we have pizza, pasta, salads, desserts and literally there's people that stack their plates with like 15 slices of pizza. Hey, no one's judging, right?"

Perez, who was born and raised in Mexico City, moved to the U.S. about 25 years ago to further his education. It's important for Peter Piper Pizza to understand the cultures and values of the communities in which they are situated.

"One of the things that I noticed being truly bilingual and native in Spanish is that a lot of brands translate. And with Peter Piper Pizza, we don't do that," Perez said. "We truly trans-create our programs and our campaigns. We want to make sure that we are using the cultural nuances from the community and that what we're trying hard to truly understand the different, you insights and holidays and traditions. So it's not only about the language, but understanding the cultural values."

The brand creates all of its PR in both English and Spanish.

"Obviously the Spanish language is integrated in everything we do — our website, our app, our campaigns, our messaging," he said. "Even when we reach out to media, we reach out in both languages. So it's really important for us to meet the consumer where the consumer is at, because a lot of the Hispanic consumers also may not necessarily speak Spanish, but consume news in Spanish."

To learn more about Peter Piper's community involvement, listen to the podcast in its entirety.

In the high-pressure environment of a professional kitchen, communication is the invisible thread that prevents a service from unraveling into chaos.

A "call and response" system ensures the front-of-house servers and the back-of-house line cooks remain perfectly synchronized; when a lead expeditor calls out an order, the collective "heard" from the kitchen staff confirms that every component, from the medium-rare steak to the allergy-sensitive salad, is being tracked in real-time. Beyond the verbal, non-verbal cues like a simple nod or the strategic placement of a physical ticket are essential for maintaining a rhythmic flow during the "rush," turning a group of individuals into a singular, cohesive unit.

For QSR and fast casual employees, there's help in the communication department. Zenzap is an app allowing communication that can be controlled by management and works between staff members.

In this podcast, Editor Mandy Detweiler talks to Guy Weiss, co-founder and CEO of Zenzap, and Shawn Walchef, owner of Cali BBQ in San Diego.

Walchef uses Zenzap at Cali BBQ. "I think one of the most important things for a modern restaurateur, a modern business owner is to have tight communications with your teams, knowing that there's so many different apps that you need to be on. You have to make sure that the most important communication that you do with your management, that you do with your front of the house staff, back of the house staff happens seamlessly and preferably it happens in a secure environment," he shared during the podcast.

Weiss points out that when an employee leaves the company, he or she can be removed from the app so as not to take proprietary information with him or her.

"I think that onboarding and offboarding is a huge challenge," Weiss said. "And when using group chats, it's just impossible to onboard and offboard, as Shawn mentioned. And there is also risk from a business perspective. Think about one of your cooks, a chef, is leaving and going on his journey. And he's basically taking all of your IP, all of your recipes, all of your knowledge.

"You can leverage it in somewhere else because he's still a part of the group chats. And even if you ask him nicely to leave those group chats, all the data until that point of time stays with him, back to his private cloud, and he's there forever. ... I think to top the productivity side of it is you will never open many group chats for different contexts, even with the same team, because it's already overwhelming."

To learn more about Zenzap and how it can help your restaurant, listen to the podcast in its entirety.

Riko's Pizza is redefining America's love affair with pizza, and with five corporate stores and seven franchised units, the full-service pizzeria sells thin crust, tavern-style pizza.

The pizza is what drew Carl Bachmann, president and COO of Riko's, to the brand. They're taking over the East Coast one bite at a time.

"That's really what enticed me to join the brand was the uniqueness of the product and the process of how we make the product and certainly the founder himself who is so passionate about this product," Bachmann said. "This process was one of those I couldn't say no kind of opportunity. So that's how I ended up here."

Rico Imbrogno, founder and CEO of Riko's Pizza, loved thin-crust pizza, and so he made it the centerpiece of his brand. It's an artisanal pizza — one Imbrogno and Bachmann have worked hard to replicate over and over as the company grows.

To learn more about this classic style of pizza and how Bachmann plans to growth the company, listen to the podcast in its entirety above.