The Hospitality Hangout | Hospitality Podcast

In this episode of Hospitality Hangout, Michael Schatzberg, “The Restaurant Guy,” and Jimmy Frischling, “Finance Guy”, welcome a titan of the restaurant tech industry, Ben Leventhal. Ben a co-founder of Eater, the visionary, co-founder, and former CEO of Resy, and now the co-founder and CEO of Blackbird Labs.

Throughout his career, Ben has been at the forefront of technological and marketing revolutions in the restaurant industry. Ben’s journey began with Eater, a trailblazing digital media brand dedicated to food culture and enhancing dining experiences, then co-founded Resy, a consumer-facing reservation platform that revolutionized how restaurants and guests interact. Ben shares his latest venture, Blackbird Labs, shaking up the restaurant scene with cutting-edge technology and forging the future in the food service, hospitality, and restaurant industries.

Key Takeaways:

· Ben touches on Eater, a go-to resource for food enthusiasts, to Resy, a more seamless and efficient experience for both diners and establishments.

· The evolution of content in the industry: In the early days with Eater, being quicker than print publications was a defining feature. Compelling storytelling and a strong brand narrative continue to be an enhancement to customer relationships and brand perception.

· Blackbird introduces FLY, a revolutionary point system designed to create a unified rewards currency for restaurants. Blackbird empowers independent restaurants to enhance their customer experience and compete on a more level playing field with larger chains and loyalty programs.

· Web3: Innovative technology helping restaurant operators scale their businesses and improve their connection with guests and other establishments while reducing transition costs. Blackbird aims to equip independent restaurants with the tools they need to understand the value of immediate and long-term customer engagement.

· Ben emphasizes a key lesson from his experience - when developing software, ask restaurants to do as little as possible in terms of implementation, operations, and training.

· Reducing Operational Complexity: Blackbird aims to integrate into the existing tech stack, striving to be best-in-class in what they do.

· Hot Takes: Ben shares his insight on trends, from TikTok recipes to drone food delivery.

· Talking Back: The “Restaurant Guy” and The “Finance Guy” share their views on the introduction of technology in the workplace.

· Trivia Tuesday: Separating fact from fiction in a lighthearted battle of wits.

Episode Credits:

• Produced by: Branded Hospitality Media
• Hosted by: Michael Schatzberg, Jimmy Frischling
• Producer: Julie Zucker
• Creative Director: Adam Levine
• Show Runner: Drewe Raimi
• Post Production: Three Cheers Media

www.thehospitalityhangout.com

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

In this episode of Hospitality Hangout, Michael Schatzberg, “The Restaurant Guy,” and Jimmy Frischling, “The Finance Guy,” are thrilled to welcome Zachary “Schmackary” Schmahl, the Nebraska native who turned his Broadway dreams into a cookie empire right in the heart of New York City’s theatre district.

Starting at 24, Zachary began experimenting with cookie recipes, combining traditional concepts with bold twists. His creations quickly caught the attention of the Broadway community, turning his side hustle into a full-time, highly acclaimed cookie business. We like it so much we invested! Schmackary’s, often referred to as the hottest show in town, not only delights the local arts scene but also ships its award-winning cookies nationwide.

Key Takeaways:

• Schatzy breaks down the amazing story behind Schmackary’s Cookies. Kinda…
• Zachary Schmahl gives us his backstory, from aspiring to be an actor to working in marketing and PR. Zack tells us about his 'Aha!' moment.
• When the universe calls, you answer! Zachary dishes on how Schmackary's experienced phenomenal early growth, made the right choices, fostered a community, and became the Official Cookie of Broadway!
• Schmackary's has over 100 cookie options on the menu and continues to introduce new items. Zack shares his thoughts on limited-time offers (LTOs) and how to leverage new ideas.
• Schmackary’s is coming to a city near you! Zack shares insights on how to transition into a franchise model while keeping your brand special.
• Looking at the numbers, what is the secret ingredient behind Schmackary’s meteoric success?
• Talking Back: Zach asks the Restaurant Guy and the Finance Guy what they think about tipping culture and, with changing service models, what tipping should look like today?
• “Food Service Feud,” we asked 100 billion people what their favorite Starbucks drink is.

Episode Credits:

• Produced by: Branded Hospitality Media
• Hosted by: Michael Schatzberg, Jimmy Frischling
• Producer: Julie Zucker
• Creative Director: Adam Levine
• Show Runner: Drewe Raimi
• Post Production: Three Cheers Media

www.thehospitalityhangout.com

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

In this episode of Hospitality Hangout, Michael Schatzberg, “The Restaurant Guy,” and Jimmy Frischling, “Finance Guy”, are joined by Craig Dunaway COO and a member of the Board of Directors of Penn Station East Coast Subs.

Craig recounts his journey, beginning as a young professional at a regional accounting firm in Indiana before venturing into the world of franchising with Papa John’s Pizza and eventually becoming a multi- unit franchisee of Papa John’s and Penn Station East Coast Subs, culminating in his current role as COO.

Key Takeaways:

• Craig talks about his entrepreneurial journey, fueled by a shared vision with a college buddy to garner wealth through real estate. In time, fate steered them towards the owner-operator concept, resulting in Craig opening 11 Papa John’s franchises over the course of a decade.
• Craig’s sale of the largest Papa John’s Franchisee in Cincinnati marks a significant milestone in his career.
• Meeting the menu and the founder of Penn Station and finding a commonality between brands: A focus on food, the franchisee, and profitability.
• The triumph of adaptability over unpredictability: Attaining success through pliability during COVID. Penn Station’s swift pivot to cold sandwiches and integration with third-party delivery platforms.
• Post-pandemic landscape: With 80% of business takeaway now coming from off-premise dining,
• Penn Station responds to evolving consumer preferences as an industry attuned to guest needs through flexibility and choice.
• The debate between quality or convenience in an ever-evolving industry.
• Hot Takes: From ghost kitchens to the integration of smart kitchen appliances, Craig sheds his insight on cutting-edge trends.
• Trivia Tuesday: Separating fact from fiction in a lighthearted battle of wits.

Episode Credits:

• Produced by: Branded Hospitality Media
• Hosted by: Michael Schatzberg, Jimmy Frischling
• Producer: Julie Zucker
• Creative Director: Adam Levine
• Show Runner: Drewe Raimi
• Post Production: Three Cheers Media

www.thehospitalityhangout.com

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

In this episode of Hospitality Hangout, Michael Schatzberg, “The Restaurant Guy,” and Jimmy Frischling, “The Finance Guy,” are joined by Tracy Kim, CEO of DIG.

Tracy tells us about her journey from a pre-med student at Stanford and earning her MBA at Harvard Business School and her subsequent leap into the hospitality sector, culminating in her leadership role at DIG. Fast forward, Tracy dishes out how DIG has ‘bowled over’ their audience and positioned itself as the go-to solution for lunch and dinner. Tracy also shares how DIG has used data and technology to modify their approach to capturing new audiences. Plus, why culture is more than just training and the importance of a truly dedicated team.

Key Takeaways:

• Leadership and Innovation: Tracy’s leadership at DIG is informed by her diverse experiences

and passion for hospitality. Tracy peppers in stories from her years with General Mills and

Weight-Watchers and experiences at tech giants like Shuttershock and as a former CEO of

Aaptiv.

• Pump Energy changes to DIG as a healthy staple to New Yorkers bringing fresh high-quality

vegetable-forward food. DIG has ‘bowled over’ their audience and positioned itself as the go-to

solution for lunch and dinner, emphasizing how data and technology have been instrumental in

expanding market reach and understanding consumer behaviors.

• Consumer segmentation analysis and leveraging psychographic data to tailor services.

• Market Adaptation: Post-COVID, DIG beyond cities. The hybrid workforce and being able to

adapt, tapping into new markets.

• Tracy highlights the importance of efficient in-house technology systems. Tracy shares how

the right technological partnerships have streamlined operations, allowing DIG to maintain a

strong focus on hospitality.

• Bleeding DIG: The dedication of DIG’s team and the strong company culture are vital to their

success. A testament to the employees of DIG.

• Hot Takes: Tracy offers her insight on evolving trends, such as plant-based menus and the

use of robot servers.

• Talking back: Where is technology heading in hospitality? The restaurant guy and finance guy share their forecast on the future of tech in the dining scene.

Episode Credits:

• Produced by: Branded Hospitality Media
• Hosted by: Michael Schatzberg, Jimmy Frischling
• Producer: Julie Zucker
• Creative Director: Adam Levine
• Show Runner: Drewe Raimi
• Post Production: Three Cheers Media

www.thehospitalityhangout.com

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

In this episode of Hospitality Hangout, Michael Schatzberg, “The Restaurant Guy,” and Jimmy Frischling, “Finance Guy,” are joined by Scott Redler, co-founder of Freddy’s Frozen Custard and founder of Redler’s Hospitality.

Scott tells his story of 48 years of experience, dedication, and admiration for the restaurant industry and creating an impact on others’ entrepreneurial lives and experiences. From the birth of Shanghai Charlie’s and Timberline Steakhouse to navigating the complexities of finances, location, and ergonomics, Scott's journey is a personal tale of passion and perseverance.

Key Takeaways:

• Scott’s early dedication to the industry and his continual partnership.The hardships entrepreneurs encounter and the exchange of experience gained leading up to success.
• Lessons learned: Scott shares insights from his ventures like Shanghai Charlies and Timberline Steakhouse. He emphasizes the importance of culture, location, and attitude as key ingredients for any entrepreneurial venture. He also shares his truth about the recession's toll, where his 4-million-dollar investment, Timberline Steakhouse, sells for 25,000.
• Freddy’s: the concept and entrepreneurs behind the investment. With integrity, minimal investment, and hard work, Freddy's has become a beloved fixture, serving up satisfaction to over 50% of its patrons to this day. As the first franchise was brought to life in Hutchinson, Kansas, Scott celebrates the joy of franchisee success stories, where lives are changed and businesses flourish.
• Scott tours across the country and even beyond as the Honors of Service Chair of the National Restaurant Association. Now, with Mocha’s Café and Redler Hospitality, Scott continues to stir up excitement in the industry. With a wealth of experience, Scott plans to make Mocha's Café a franchisable business and share his success.
• Hot Takes: From AI-driven drive-through menus to paperless receipts via automatic email, Scott spices up the conversation with insights into the hottest trends in food service technology. From the importance of the Owner Operator Concept to the game-changing benefits of data-driven decision-making (DDD).

Episode Credits:

• Produced by: Branded Hospitality Media
• Hosted by: Michael Schatzberg, Jimmy Frischling
• Producer: Julie Zucker
• Creative Director: Adam Levine
• Show Runner: Drewe Raimi
• Post Production: Three Cheers Media

www.thehospitalityhangout.com

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

In this episode of Hospitality Hangout, Michael Schatzberg, “The Restaurant Guy,” and Jimmy Frischling, “The Finance Guy,” are joined by Angela Leet, CEO of QSR Automations.

Angela discusses the company’s innovative kitchen automation solutions and their recent recognition of being named as a finalist for the prestigious Ring of Fire award. She shares insights into their new product, ConnectSmart Recipes Plus, which aims to extend the capabilities of kitchen screen investments and address labor challenges through digital transformation. She delves into QSR Automations’ philosophy of treating the kitchen as the “engine room” of a restaurant, creating a calmer environment with real-time information and predictive data for kitchen staff.

Key Takeaways:

(01:38) QSR Automations has pioneered restaurant tech since 1996 with its ConnectSmart platform used by major chains.

(03:05) New product ConnectSmart Recipes Plus aims to extend kitchen screen capabilities and address labor challenges.

(10:19) The kitchen is the engine room.

(16:35) QSR leans toward the build-or-buy approach.

(21:23) Solutions extend beyond restaurants to venues like stadiums, airports, and cruise ships.

(31:31) QSR continues innovating after 25+ years and has been named a finalist for most innovative companies.

(33:41) Angela prioritizes people and creating memorable experiences, starting in the kitchen.

(39:28) Restaurants want to meet evolving consumer needs, like on-demand dining and customization.

(41:25) QSR seeks true tech partnerships beyond just integration to provide a single customer solution.

Resources Mentioned:

QSR Automations

Moneyball

Episode Credits:

• Produced by: Branded Hospitality Media
• Hosted by: Michael Schatzberg, Jimmy Frischling
• Producer: Julie Zucker
• Creative Director: Adam Levine
• Show Runner: Drewe Raimi
• Post Production: Three Cheers Media

www.thehospitalityhangout.com

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

In today’s episode of Hospitality Hangout, Michael Schatzberg, “The Restaurant Guy,” and Jimmy Frischling, “The Finance Guy,” are joined by Ricky Richardson, Chief Executive Officer of Eggs Up Grill.

Ricky discusses the brand’s origins and rapid expansion since he took over. He provides background on Eggs Up Grill being started by a third-generation diner operator and becoming a 100% franchised system. Ricky highlights the importance of maintaining a consistent brand culture as they grow through franchising, including implementing a new proprietary digital training platform. He also shares an “untold story” from his international restaurant experience involving an unconventional way to access water during an opening.

Key Takeaways:

(4:54) Ricky provides background on Eggs Up Grill.

(10:42) Involving franchisees in the decision-making process.

(19:39) Consistency in brand experience is critical as Eggs Up Grill expands through franchising.

(20:21) Eggs Up Grill launched a proprietary digital training platform for franchisees.

(26:12) An “untold story” from Ricky’s international experience.

(30:21) Nurturing brand culture through local franchise ownership is vital.

(32:54) Food Service Feud!

Resources:

Toast

Eggs Up Grill

Episode Credits:

• Produced by: Branded Hospitality Media
• Hosted by: Michael Schatzberg, Jimmy Frischling
• Producer: Julie Zucker
• Creative Director: Adam Levine
• Show Runner: Drewe Raimi
• Post Production: Three Cheers Media

www.thehospitalityhangout.com

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

In today’s episode of Hospitality Hangout, Michael Schatzberg, “The Restaurant Guy,” and Jimmy Frischling, “The Finance Guy,” are joined by Sterling Douglass, Co-Founder and CEO of Chowly, Inc., and Andrew J. Nash, CEO of Targetable.

Sterling and Andrew talk about Chowly’s recent acquisition of Targetable and the benefits this strategic move brings to restaurant operators. They discuss their combined vision of creating an all-in-one digital ordering and marketing solution tailored specifically for small and medium-sized businesses. The duo emphasizes simplifying technology processes, minimizing workloads for operators, and providing comprehensive, done-for-you services. Their goal is to address the entire customer journey from awareness and acquisition to retention marketing.

Key Takeaways:

(5:16) Targetable provides cost-effective digital marketing for restaurants.

(9:31) Chowly aims for an all-in-one digital ordering solution for SMBs.

(12:48) Addressing the entire customer journey from awareness to retention.

(16:08) Simplifying technology processes and minimizing operator workload.

(19:27) Offering comprehensive, done-for-you solutions for lack of marketing staff.

(24:35) Emphasizing return on time (ROT) in addition to ROI.

(34:14) Focusing on discoverability, awareness, acquisition, and retention marketing.

(38:53) What is the ideal marketing spend?

(43:43) Leveraging organic strategies for cost-effectiveness and targeted reach.

(46:13) Serving SMBs and addressing their unique challenges.

Resources Mentioned:

Chowly, Inc.

Targetable

Episode Credits:

• Produced by: Branded Hospitality Media
• Hosted by: Michael Schatzberg, Jimmy Frischling
• Producer: Julie Zucker
• Creative Director: Adam Levine
• Show Runner: Drewe Raimi
• Post Production: Three Cheers Media

www.thehospitalityhangout.com

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

In this episode of Hospitality Hangout, Michael Schatzberg, “The Restaurant Guy,” and Jimmy Frischling, “The Finance Guy,” are joined by Theresa Montanaro, Regional Director of JSC Management for Burger King in New England; Jennifer Chavez, Chief Financial Officer of G2G Management Group, LLC; and John Hernandez, Chief Executive Officer of G2G Management Group, LLC.

They discuss the fast-food and restaurant industry’s future, touching on leadership, technology, and innovation. They talk about starting in entry-level roles and the path to leadership, the significance of technology like AI and Restaurant365 in enhancing efficiency, and the role of kiosks in customer engagement. The importance of nurturing young talent and the strategic expansion of their companies is a highlight.

Key Takeaways:

(04:23) Leveraging AI to monitor team engagement and enhance customer interactions​​.

(04:58) Theresa highlights the comprehensive use of Restaurant365 for various operational needs​​.

(07:10) The importance of company culture in hiring and promoting young employees to leadership roles​​.

(08:59) The current and future implementation of kiosks at Burger King locations​​.

(11:09) Introduction of a special loyalty program at JSC locations with exclusive offers​​.

(23:45) Starting out as a waitress.

(32:10) Jennifer emphasizes the significance of dashboards in providing real-time data to owners and operators​​.

(40:58) Food Service Feud.

(59:43) John discusses the effectiveness of legacy brands like Denny’s in resonating with younger generations and the importance of targeted advertising and social media presence at the store level​​.

(01:04:29) John’s favorite Boston-born celebrity.

Resources:

JSC Management

G2G Management

Restaurant365

Episode Credits:

• Produced by: Branded Hospitality Media
• Hosted by: Michael Schatzberg, Jimmy Frischling
• Producer: Julie Zucker
• Creative Director: Adam Levine
• Show Runner: Drewe Raimi
• Post Production: Three Cheers Media

www.thehospitalityhangout.com

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

In today’s episode of Hospitality Hangout, Michael Schatzberg, “The Restaurant Guy,” and Jimmy Frischling, “The Finance Guy,” are joined by Paul Walker of Village Inn, and Yildris Rodriguez-Ross, Chief Financial Officer of Fresh Dining Concepts, LLC.

Paul and Yildris share the history of their companies and their involvement in the restaurant industry. They highlight the significance of familial and professional relationships that have underpinned their businesses' growth over decades. Yildris and Paul also emphasize the critical role of R365 technology in facilitating expansion and operational efficiency.

Key Takeaways:

(01:00) The Walker family’s restaurant business saga starts in the 1950s.

(03:05) The business thrives on strong family ties.

(04:20) Navigating through challenges, including a significant franchisee insolvency.

(05:25) R365 technology plays a pivotal role in business administration.

(07:15) Paul’s early job experiences molded his professional diligence.

(09:10) Competitive spirit and sports are fundamental to the Walker family ethos.

(10:15) Quality and innovation hold value in franchise partnerships.

(11:30) In the food business, the drawbacks of valuing efficiency over quality.

(16:15) How to lose customers and taint your brand.

(26:07) Yildris worked in accounting before transitioning to hospitality.

(31:44) Yildris was one of Restaurant365's first clients.

(37:57) Data overload is an issue, so customizable dashboards focused on actionable KPIs are valuable.

(39:23) Different teams like operations, finance, and culinary need tailored dashboard views.

Episode Credits:

• Produced by: Branded Hospitality Media
• Hosted by: Michael Schatzberg, Jimmy Frischling
• Producer: Julie Zucker
• Creative Director: Adam Levine
• Show Runner: Drewe Raimi
• Post Production: Three Cheers Media

www.thehospitalityhangout.com

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.