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operations

Workforce

This summer's exceptional heat is creating more challenges for restaurant employers

 By Peter Romeo on Aug. 04, 2023

Some employees don't want to work in an inferno, while others are having shifts cut because customers don't want to brave hellish temperatures.

Operations

Hotel service fees can be hidden by confusing lingo

 By Patricia Cobe on Aug. 02, 2023

Consumers, the FTC and even President Biden are calling for more transparency around the mysterious charges that hotels tack onto guests’ bills.

Financing

Restaurants keep adding service fees, even as customers say they don't like them

By Jonathan Maze on Aug. 02, 2023

After wages and other costs have taken off, operators have responded by adding extra charges to the bill. The move risks alienating consumers and attracting regulatory scrutiny. But operators say they don’t have a choice.

Operations

Regulation of service fees is a work in progress

By Peter Romeo on Aug. 02, 2023

The rules for employers vary greatly—if they exist at all in a jurisdiction. The volume of do’s and don’ts is expected to soar as the fees proliferate and Washington, D.C., figures out a model.

Operations

First Watch's management trades high-fives over a drop in third-party deliveries

By Peter Romeo on Aug. 01, 2023

The drop-off pushed traffic into negative territory, but executives say a simultaneous rise in on-site business is better for the concept.

Operations

Nearly half of consumers will skip a place that has no drive-thru, study finds

By Peter Romeo on Jul. 31, 2023

New research also shows that fans wish drive-thrus were open longer.

Financing

Why more restaurants are adding service fees

By Jonathan Maze on Jul. 26, 2023

A Deeper Dive: Scott Lawton, CEO and cofounder of bartaco, joins the podcast to talk about tacos, customer loyalty and the growing trend of surcharges.

Operations

Smokey Bones to trim menu, sharpen service under new president

By Joe Guszkowski on Jun. 29, 2023

As COO, Hal Lawlor helped the barbecue chain return to its roots. Now, his target is guest satisfaction. "That elevated expectation is back," he said.

Operations

Independent restaurants contend with a new inflationary problem: Climbing rents

By Peter Romeo on Jun. 28, 2023

A new survey found that 63% were hit with an increase in 2023, leaving 45% unable to cover their June fee.

Operations

New CEO of Krystal, Logan's looks to get brands back on track

By Joe Guszkowski on Jun. 28, 2023

Josh Kern is working to eliminate distractions and focus on the basics at SPB Hospitality's 16 restaurant brands.

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