Before you can grow your business, you first have to understand the ins and outs of your operation, and who you are as a leader. 

In this episode of Science of Service, we bring you the second part of our conversation with Gina Cavendish, MarginEdge’s CFO in Residence and a hospitality finance expert. In Part one (which you should go back and listen to if you haven't already), Gina talked at length about the importance of timing while trying to grow a business. In this episode, she takes a step back, and discusses all of the different elements of their business and growth strategy you should consider before you begin scouting new locations.

Gina introduces us to the concept of 'The Four F's': Founder, Funding, Franchise and Fast. These represent your leadership style, source of capital, interest in a franchising strategy, and the pace at which you'd like to expand. She explains that having a strong understanding of these four elements will allow you to formulate a growth strategy that's optimal for your business. 

Rachel and Gina discuss the comparative strengths and weaknesses of different leadership styles, the obligations that come with different sources of funding, the complexities of franchising, and how all of these factors work together to impact the direction and pace of expansion.

Whether you're early in the growth process, or well into it but feeling lost, this episode is a reminder that it's important to first understand where you are, before charting a course to where you want to be. 

Science of Service Blog

Growth rarely fails because the opportunity wasn’t there. More often, it falters because the groundwork wasn’t done in time.

In this episode of Science of Service, we welcome back Gina Cavendish—MarginEdge’s CFO in Residence and a hospitality finance expert—to unpack why planning for growth can’t be something operators put off until conditions feel perfect.

Gina breaks down the real cost of waiting: lost momentum, missed opportunities, and small inefficiencies that quietly scale into expensive problems. From the scrappy startup phase to the complexity of enterprise-level operations, she walks us through the predictable stages of hospitality growth—and what operators need to put in place at each one.

Rachel and Gina discuss the discipline behind expansion: how to think about capital, why systems matter earlier than you think, and how a 5% margin gap can translate into a million-dollar decision. Gina shares practical insight on choosing the right tech stack, investing in finance leadership sooner rather than later, and maintaining culture as complexity increases.

From mapping out your growth runway to knowing when to pivot, this episode offers a grounded framework for operators navigating good times, tough times, or something in between.

If you’re opening your second location, tightening up operations at ten units, or preparing for your next stage of scale, this episode is a reminder that growth isn’t about speed—it’s about discipline.

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What actually drives growth in hospitality—systems, strategy, or something deeper? In this episode of Science of Service, we speak with Juanny Romero, founder of Mothership Coffee, about why purpose isn’t just a nice-to-have—it’s a serious business advantage.

Juanny shares her journey from hands-on founder to people-first CEO, and the leadership shifts required to scale without losing what made the brand special in the first place. She opens up about the discipline behind building strong teams, why culture must be intentional, and how values only matter if they show up in daily decisions.

The conversation unpacks Juanny’s framework around the six essential roles of a CEO, revealing what leaders need to focus on as their business grows—from setting vision and coaching teams to building systems that empower, not control. Along the way, she challenges the idea that purpose slows growth, showing how it can actually accelerate performance when done right.

From developing future leaders to creating teams that stay, Juanny offers a practical roadmap for operators who want to build businesses that are both profitable and principled. If you’re looking to grow with intention, lead more effectively, and turn your values into a competitive edge, this episode is for you.

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Learn more about Mothership Coffee Roasters

Staffing challenges are nothing new in hospitality—but what if the solution isn’t hiring faster, but partnering smarter? In this episode of Science of Service, we speak with Kerry Brodie, founder of Emma’s Torch, and Abe Monzon of Union Square Hospitality Group to explore how purpose-driven partnerships can strengthen teams and deliver real business results.

Kerry shares how Emma’s Torch trains and places refugees, asylees, and survivors of human trafficking into meaningful culinary careers—and why retention, not just recruitment, is the true measure of success. Abe brings the operator perspective, explaining how these partnerships have improved team stability, culture, and long-term performance across USHG’s restaurants.

The conversation unpacks what it really takes to build loyal teams: thoughtful onboarding, ongoing support, empathetic leadership, and a hiring approach that values people as much as performance. Together, they show why “doing good” doesn’t have to come at the expense of doing well.

From reducing churn to creating a stronger guest experience, Kerry and Abe offer a practical roadmap for operators looking to rethink their hiring strategy and build teams that actually stay. If you’re tired of the revolving door and ready to invest in smarter, more sustainable staffing, this episode shows what’s possible when purpose and profit work hand in hand.

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Get involved with Emma’s Torch

You made it to the end of the year—and that alone is worth celebrating!

In this special holiday episode of Science of Service, we invite a few familiar voices from the season to a not-so-formal holiday “party” to talk honestly about what the holidays really look like in hospitality.

Joining the conversation are Omar Kasim of Plomo Quesadillas, Crafted Ledgers founder Doug Cunningham, Kerry Brodie of Emma’s Torch, Abe Monzon from USHG, and Mothership Coffee CEO Juanny Romero—each bringing their own perspective on what it takes to lead, support teams, and stay grounded during one of the most demanding times of year.

Together, they reflect on the push and pull of the holiday season—from finding meaning in the work when things get hectic, to setting clear expectations with teams and managing cash flow when business is either booming or painfully slow.

There’s practical advice throughout, alongside a clear message: being honest about the strain and leading with empathy isn’t a weakness, it’s part of the job. The conversation reinforces that putting people first often means making thoughtful, sometimes difficult decisions, but care and clarity are what carry operators through the holidays and into the new year.

So grab a drink, take a breath, and consider this your invitation to the Science of Service holiday party—no clean-up required.

Growth doesn’t always fail because the concept is broken—sometimes it stalls because the partnership is. In this episode of Science of Service, we sit down with Omar Kasim—entrepreneur, operator, and founder of Plomo Quesadillas—to unpack the hard truths behind partnerships, pivots, and the unexpected insights hidden in your own sales data.

Omar shares the whirlwind behind his first concept, the rapid rise that followed, and the moment everything turned sideways—when a remote partner tried to take over the business overnight. He walks us through rebuilding from the ground up, turning around a failing restaurant by focusing on the fundamentals, and why “no deal is better than a bad deal” might be the savviest advice an operator can keep in their back pocket.

The conversation digs into the habits that keep a business resilient: clear contracts, trust-based relationships, thoughtful financial data, and the kind of customer experience that does its own marketing.

From choosing the right collaborators to spotting opportunities hiding in plain sight, Omar offers a grounded roadmap for operators navigating growth, setbacks, or the pressure to scale. If you’re steering a young concept, rethinking a partnership, or searching for your next breakthrough, this episode shows what can happen when you bet on yourself—and listen closely when your customers vote with their orders.

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Plomo Quesadillas: Omar’s Story

What happens when consumer sentiment drops and running a hospitality business suddenly gets even harder? In this episode of Science of Service, we speak to Doug Cunningham—CFO, operator ally, and founder of Crafted Ledgers—about how operators can stay clear-headed when the pressure is on.

Doug shares what he learned scaling Denver Beer Company from one taproom to a multi-location brand, why quick cost-cutting often backfires and why clarity, not panic, should guide every decision.

The conversation breaks down the tools and habits that help teams work smarter: simple dashboards, better KPIs, and tech that actually supports the people using it.

From managing chaos to choosing the right systems, Doug offers a practical roadmap for staying focused, protecting the guest experience, and building a business that can grow even in tough conditions.

If you're looking to tighten operations, strengthen your team, or finally make sense of your numbers, this episode gives you the clarity you need. 

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Crafted Ledgers

What does it really take to grow a hospitality brand without watering down what made it special in the first place?

In this episode of Science of Service, Rachel sits down with Ivan Orkin—chef, ramen pioneer, and star of Chef’s Table—and Chad Combs, the operational force behind Ivan Ramen’s growing franchise business. Together, they unpack the reality of scaling a cult favorite into a global brand while staying true to its heart.

From working with co-packers to maintain consistency, to building out a tech stack that rivals larger chains, Ivan and Chad share the systems, mindset, and relentless attention to detail required to keep hospitality front and center—even as the brand expands. 

If you’re thinking about franchising your concept, this episode is a crash course in getting the foundations right, protecting brand authenticity, and ensuring your guests’ expectations are met—no matter where in the world they’re sitting.

Ivan Ramen

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What happens when your business depends on third parties to deliver your product, but you still want every order to arrive hot, fresh, and worthy of your name?

In this episode of Science of Service, we dive into the story of Andy Brown, founder of Andy’s Pizza—a neighborhood staple turned regional favorite known for high standards and a refreshingly no-BS approach to delivery.

From making dough in a studio apartment to obsessing over order timeliness and pizza sound quality (yes, really), Andy breaks down the practical magic of doing simple things really well. He shares how he uses tech, training, and good ol' hospitality to create consistency at scale, while still being the kind of place where regulars feel seen.

If you’re in the thick of building a brand that cares as much about quality as it does about growth, this one’s for you. Expect laughs, lessons, and a new respect for the humble cheese slice.

Andy’s Pizza

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In this episode of Science of Service, we meet Mike Lindsey & Kimberly Love-Lindsey - the husband-and-wife duo behind the fast-growing Lindsey Food Group. 

From finding love on the restaurant floor to launching their first concept during the height of the pandemic, their story is one of risk, resilience, and rewriting the rules of hospitality.

They share how they turned tough industry lessons into a people-first culture that prioritizes fair pay, trust, and training - and how that’s helped them grow from one restaurant to ten in just five years. 

Learn why service charges matter, how leadership begins at orientation, and why their kitchens are proudly homegrown.

If you’re building a business that feeds both people and purpose, this episode has heart, hustle, and a lot of love to help you on the way.

Lillie Pearl, Richmond, VA

Science of Service blog