operations

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.

Premium

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

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