Hospitality Hangout

In today's episode of Hospitality Hangout, Michael Schatzberg “The Restaurant Guy” and Jimmy Frischling “The Finance Guy” are joined by James Vitrano, Chief Executive Officer of Sucré.

They discuss James' background, from his early ambitions to getting into the restaurant industry and working for major chains like Ruby Tuesday's. They talk about his current role as CEO of Sucré, a high-end New Orleans-inspired dessert chain that he and his partners acquired and are now focused on growing. The three discuss topics such as franchising models, use of technology in restaurants, what's right and wrong with the hospitality industry, along with James' vision for bringing Sucré to new markets.

Key Takeaways:

• [00:08 - 03:19] Live from ICR Conference in Orlando Florida, introducing a conversation with James Vitrano, CEO of Sucré
• [03:20 - 04:44] Two Truths and a Lie
• [04:56 - 06:26] James talks about his background and journey, buying Sucré and becoming its CEO. The original New Orleans patisserie, originally founded by Joel Dondis
• [06:27 - 10:40] Sucré is opening up its 15th store, and reflecting on James' background at Louisiana Tech with an interest in pursuing law, but going into hospitality with Noah Restaurant Group, Ruby Tuesdays, among others
• [10:04 - 10:40] Ruby Tuesdays and being head of international, that taking James to Iceland, Romania, and Guam
• [10:42 - 13:37] Jimmy gives background on the fragmented nature of food service and hospitality, and asks James about leveraging tech. Thinking about the "tech stack"
• [13:42 - 15:42] Engagement, opportunity, and an explosion of software solutions. NOLA as a unique market.
• [15:52 - 16:38] New Orleans fusion of culture and heritage
• [16:39 - 19:18] Learning franchising and taking Noah's Bagels from 7 stores to 2 million. Currently focusing on corporate franchising.
• [19:47 - 22:17] Talking Back — How Jimmy and Schatzy met
• [22:17 - 24:54] Talking Back follow up — What's right with the hospitality industry?
• [24:54 - 27:16] Talking back part three — what's missing in the hospitality industry and needs fixing?
• [27:23 - 29:38] The Spice is Right — Disney World edition, the price of Chef Mickey character breakfast buffet
• [29:38 - 32:35] Trivia Tuesday answers
• [32:35 - 36:38] Branded Quickfire — Orlando edition

In this episode of Hospitality Hangout, Michael Schatzberg, “The Restaurant Guy,” and Jimmy Frischling, “The Finance Guy,” dive into an engaging conversation with guest Greg Flynn, founder, chairman, and CEO of the Flynn Group and Flynn Properties.

Pull up a chair and grab a napkin as Greg serves a hearty helping of inspiration. Greg shares his pursuit in the hospitality industry, his insights on various market segments, and his experiences with different aspects of the business, including restaurant operations, real estate investments, and the expansion into fitness centers. From flipping burgers at McDonald's to running the show as the head honcho of the world's largest franchise operation, Greg's journey is a real-life recipe for success, highlighting the key ingredients of operational excellence, a dash of strategic diversification, and a generous portion of adapting to ever-changing market trends. So, sit back and enjoy this conversation that's sure to leave you hungry for more knowledge in the dynamic world of hospitality.

Key Takeaways:

• Greg leads the largest franchise operation globally, managing over 2,600 units across several iconic brands, including Applebee’s, Taco Bell, Panera, Arby’s, Pizza Hut, Wendy’s, and Planet Fitness. This massive scale and diversity in operations are unparalleled in the industry.
• The Flynn Group’s emphasis on operational excellence is reflected in their numerous accolades, such as being named Pizza Hut's Franchisee of the Year and Applebee's Franchisee of the Year multiple times. Achieving these recognitions, especially as the largest franchisee, underscores their commitment to high standards and quality management.
• The Flynn Group’s strategic pivot into the fitness industry with Planet Fitness is a notable diversification move. This expansion beyond traditional restaurant operations into adjacent consumer-facing businesses showcases Flynn’s innovative approach and adaptability in identifying and capitalizing on new market opportunities. Greg jokes about the Flynn Group's expansion into Planet Fitness as "vertical integration" – feeding customers at their restaurants and then slimming them down at their gyms.
• The unique aspects of Flynn Properties illustrate Greg exceptional ability to diversify, innovate, and adapt in the dynamic fields of real estate and hospitality.
• Greg offers a golden nugget of advice for aspiring operators and franchisees, “be an operator” first and foremost. In a highly competitive industry, excellence in hospitality trumps all. He emphasizes that it's not about the finance or buying assets but about being exceptionally good at running the operations. His perspective underscores that even with perfect timing and other strategies in place, the core of success lies in mastering the day-to-day operations and delivering unparalleled service. This advice from a proven industry leader highlights the essential focus on operational excellence as the key to thriving in the hospitality sector.

Savor the flavor of engaging segments like "What’s Hot and Not," a Quickfire Round that's sure to add some zest, and the pièce de résistance, Trivia Tuesday.

In the latest episode of "Hospitality Hangout", industry insiders are treated to an enlightening conversation as hosts Michael Schatzberg, fondly known as "The Restaurant Guy", and Jimmy Frischling, dubbed "The Finance Guy", sit down with G.J. Hart. Currently at the helm of Red Robin as President, CEO, and Director, Hart's journey from the Netherlands to leading a renowned American food brand is nothing short of inspiring.

G.J. Hart: From Immigrant Dreams to Restaurant Reality

Arriving in the U.S. in 1963 with dreams of freedom, Hart's initial foray into the hospitality industry was with Howard Johnson's, toggling roles from a dishwasher to a short-order cook. His professional odyssey then took a detour into the poultry business, helping fund his college education. A move to New Orleans saw Hart working under Al Copeland of Popeye's fame, subsequently partnering with Texas Roadhouse's founder, which they took public.

Though Hart dabbled in the idea of retirement, his passion was unwavering. Drawn back to the restaurant cosmos, he took the reins at Red Robin, a brand he had admired for decades.

Revitalizing a Legacy: The North Star Comeback Plan

For over half a century, Red Robin has remained etched in the minds of patrons for its family-centric aura, captivating ambiance, and mouth-watering meals at fair prices. Under Hart's stewardship, the "North Star Comeback Plan" was birthed, aiming to rejuvenate the brand by emphasizing its time-honored attributes. In a span of just 12 months, Red Robin, with Hart's vision and a spirited team, witnessed commendable growth and resurgence.

Leadership: A Game of Authenticity

Hart, with his rich tapestry of experiences, extols the virtue of authenticity in leadership. He advocates for genuine concern for staff and believes that constructing a robust team in a conducive environment is pivotal. This episode offers listeners an intimate look into Hart's life, his strategic leadership methods, the essence of brand identity, and most importantly, his dream for Red Robin's future.

The Core: People and Food

Despite the tsunami of tech advancements swamping the restaurant industry, Hart, along with Schatzberg and Frischling, concurs that the core of the business is, and should always be, about people and the food. While technology acts as a facilitator, enhancing the guest experience, the culinary journey must remain at the forefront.

A Personal Touch to the Conversation

Rounding off the episode, in a jovial segment, Hart turns the tables by posing a personal question to the hosts, revealing their camaraderie and offering listeners a glimpse into their dynamic rapport.

In essence, this episode of "Hospitality Hangout" is a testament to the fact that while the restaurant landscape is continuously evolving with tech innovations, the heart and soul remain in the people and the dishes they serve.

Tune in to "Hospitality Hangout" for this and more episodes, as it continues to engage, enlighten, and entertain those in the hospitality and foodservice sector.

In this episode of Hospitality Hangout, Michael Schatzberg, “The Restaurant Guy,” and Jimmy Frischling, “The Finance Guy,” sit down with second-time guest Sam Bakhshandehpour, CEO of José Andrés Group.

Sam started his career as a financial analyst, working with major banks such as Deutsche Bank, JP Morgan, UBS, and Bear Stearns, and has a background in real estate. He transitioned into the hospitality industry, starting with the SLS Hotel and later partnering with José Andrés through Silverstone and the Bazaar brand. His experience includes successfully integrating nightlife, dining, and hotel services to create a comprehensive guest experience. By combining his financial expertise, hospitality experience, and strategic vision, Sam has successfully guided the José Andrés Group to new heights, ensuring the brand's continued growth and excellence in the industry.

Key Takeaways:

• Breaking News: The José Andrés Group (JAG) is expanding its presence in the hospitality industry.
• The concept of "activating the whole hotel box" involves creating a holistic experience for guests, integrating lodging, dining, and entertainment. Sam emphasizes the "trifecta" for creating a successful hospitality experience. This model ensures guests have an all-encompassing experience, leading to higher guest satisfaction and increased revenue.
• The Bazaar Hotel brand draws from the successful SLS Hotel concept, where the restaurant and hotel experiences are intertwined.
• Sam mentions that implementing this model has led to one of the highest-grossing restaurants in Manhattan and top room rates in the city.
• Impact on the Brand: Sam discusses the strategic expansion of José Andrés Group into the media space, leveraging content to drive engagement and business growth across their restaurants and products. The brand's storytelling capabilities create engaging and informative media that promote the brand’s restaurants and products.
• Is there potential for career growth in hospitality? The importance of mentorship and the value of diverse experiences within the industry.
• José Andrés Group emphasizes purpose-driven work, exemplified by World Central Kitchen’s humanitarian efforts.
• Sam's principle that "hospitality is a responsibility" emphasizes treating guests with respect and ensuring they have a great experience, and the mutual efforts required from both staff and guests to create exceptional experiences.
• Talking Back: The hosts discuss the importance of leadership, team culture, consistency, and strategic growth in maintaining quality as a restaurant brand expands globally.

Enjoy the dynamic interaction between guest and hosts as Sam plays "What’s Hot and Not," rating QR code ordering, virtual kitchens, and all-day breakfast, and other entertaining games like "Branded Quick Fire," "Name That Recipe," and "Trivia Tuesday."

In the latest episode of the Hospitality Hangout podcast, Michael Schatzberg “The Restaurant Guy” and Jimmy Frischling “The Finance Guy” chat with Micha Magid, the co-founder and co-chief executive officer of Mighty Quinn's, to explore virtual restaurants, nationwide delivery, and making the transition to digital.
Mighty Quinn’s is a restaurant franchise that specializes in authentic, slow-smoked barbecue. The team prioritizes high quality ingredients, all-natural meats and poultry, and carefully cultivated spice blends for seasoning.
“As we moved through the pandemic, we realized we needed a seamless platform—one system that was accessible via web, app, or catering that customers could use for ordering. So we switched over to a new platform that enables a more seamless guest experience,” says Magid. “These systems live side by side with third party delivery. We think having a solution for our guests outside the third party world was important.”
Mighty Quinn’s works with Goldbelly to ship frozen barbecue nationwide within two days. The food is fully smoked and ready to go, crafted in the chain’s large central commissary area.
The company also recently partnered with Otto’s Tacos to create a virtual taco restaurant via Mighty Quinn’s kitchen space. Otto’s was unable to keep its network of stores open after the struggles of the pandemic.
“We saw an opportunity to really utilize the kitchen space in our operation and relaunch them as a delivery-only brand,” adds Magid. “Similar to Mighty Quinn’s, Otto’s does a few things but does them really well. That was right up our alley.”
Click here for more recovery and relief information for restaurant, hospitality and food service operators. And to keep listening, check out The Hospitality Hangout podcast on Spotify!

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 Creative

www.thehospitalityhangout.com