Hospitality Strategy Lab with Jason Littrell – Details, episodes & analysis

🎙️ MISTAKES WERE MADE — Special Series on Hospitality Strategy Lab

The heaviest episode of the series. Shawn Soole has opened bars twice in Victoria, BC. Both times, his partners burned him. The first time: investors, a shared lawyer (huge mistake), and a bar that collapsed after 16 months. The second time: a partner who changed the locks, stole his equipment, drained the company bank account, and texted from Mexico.

John Garda had a dream — a 6,000 square foot distillery-bar in Jersey City. Investors lined up, lease negotiated, favors called in. Then a family member defrauded him. Personal bankruptcy. Everything gone. He turned that devastation into In-Service Society, a nonprofit fighting for bartender advocacy and career sustainability.

Matt Friedlander closes the series with the story of a KDS crash during peak service — 47 tickets backed up in 45 seconds — and watching his team self-organize like a Rolling Stones concert.

Mistakes were made. People got back up. The show must go on.

Featuring: Shawn Soole (Victoria, BC), John Garda (In-Service Society), Matt Friedlander (MF Hospitality)

🔗 In-Service Society: inservicesociety.org

🔗 Follow Jason: jlittrell.com

🎙️ MISTAKES WERE MADE — Special Series on Hospitality Strategy Lab

Two stories about what happens when passion blinds you to business reality.

Eamon Rockey poured every dollar he had — and a lot he didn't — into launching Rockey's Liqueur across four states on the same day. California, New York, Florida, New Jersey. One person. Zero brand recognition. Everyone told him to start small. He didn't listen. He almost lost everything.

Then there's Charles Hardwick, who ran Blue Owl in the East Village during the golden age of NYC cocktail bars. He tells the story of the night a woman claiming to be F. Scott Fitzgerald's great-granddaughter ripped her dress off at his bar to win an argument — and how it taught him the most important lesson about bartender boundaries. Plus: the sweat equity trap that nearly ruined him. Charles was made 'managing partner' on a handshake and sweat equity. It meant nothing. Worse — it almost meant hundreds of thousands in unpaid sales tax liability.

Mistakes were made. Dreams were trusted. Reality hit back.

Featuring: Eamon Rockey (Rockey's Liqueur), Charles Hardwick (Drinkmark / Blue Owl)

🔗 Rockey's Liqueur: rockeysliqueur.com | Drinkmark: drinkmark.co

🔗 Follow Jason: jlittrell.com

Welcome to another episode of the Hospitality Strategy Lab Podcast, where science meets service! Today, host Jason Littrell sits down with Felicia Shakiba, founder of CPO Playbook, a consultancy specializing in leadership development and human capital for emerging brands.

Together, they unpack the challenges and triumphs of scaling restaurant businesses—diving into real-world examples like Portillo’s, where building a strong internal culture powered unprecedented growth and retention.

Get ready for an insightful conversation on what great leadership really means in hospitality, how to design onboarding strategies that set teams up for long-term success, and why aligning your company mission is essential for consistency across multiple locations.

Plus, Felicia Shakiba shares her approach to leveraging customized survey tools and even AI to collect meaningful data, drive continuous improvement, and foster memorable guest experiences.

If you’re a bar owner, restaurant manager, or hospitality operator aiming to grow and create habit-forming experiences for your guests, you won’t want to miss the actionable tips and big-picture strategies in this episode.

https://www.linkedin.com/in/feliciashakiba

cpoplaybook.com

***

Felicia Shakiba is the founder of CPO Playbook, a leadership and human capital consultancy specializing in executive coaching and leadership development. Through her firm, Felicia partners with organizations to tackle the complexities of human capital—from succession planning and training to HR and people analytics, as well as compensation and total rewards planning. With a passion for helping companies scale by developing strong leadership and effective talent strategies, Felicia guides clients through the nuanced world of people management with expertise and enthusiasm.

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00:00 "Succession Planning Success"

05:54 "Leadership Drives Workplace Culture"

06:50 Leadership Through Shared Responsibility

12:06 "Prioritizing Guest Experience Alignment"

14:54 "Aligning Vision and Consistent Behavior"

16:24 Feedback and Improvement Through Communication

22:28 Balancing AI With Human Insight

24:31 Scaling Leadership with Technology

27:08 Restaurant Accelerator & Expert Advice

***

restaurant culture, leadership development, executive coaching, human capital consultancy, succession planning, HR analytics, people analytics, compensation planning, total rewards, employee retention, onboarding strategy, guest experience, stakeholder management, hospitality industry challenges, internal leadership programs, training and development, organizational alignment, mission and values articulation, behavioral leadership, staff engagement, continuous learning, feedback mechanisms, data-driven decision making, survey tools, custom assessments, AI in hospitality, technology for scaling, organizational consistency, servant leadership, customer experience measurement, employee churn rate

Get 20+ reviews a week on autopilot with our Accelerator installed in 30 minutes or less. Head to Jlittrell.com for free trial.

***

In this conversation, Jason Littrell speaks with Geoffrey Toffetti from the Frontline Performance Group, discussing the importance of optimizing employee performance in the hospitality industry. They explore the challenges of employee turnover, the significance of training for sales and service excellence, and the role of data and AI in improving performance. The discussion also covers the impact of incentives and gamification on staff motivation, as well as practical advice for restaurant owners to enhance their operations and guest experiences.

Frontline Performance Group specializes in optimizing employee performance.

Reducing turnover is crucial for maintaining revenue.

Hiring the right people is essential to avoid significant revenue loss.

Sales and service should be viewed as interconnected.

Active listening is a vital skill for effective sales.

Training should be ongoing and adaptive to new hires.

Cash incentives are the most effective for staff motivation.

Data analysis can reveal performance gaps among employees.

Creating a culture of respect leads to better guest experiences.

Pairing staff with different strengths can enhance overall performance.

Chapters

00:00 Introduction to Frontline Performance Group

03:01 The Impact of Employee Turnover

05:26 Training for Sales and Service Excellence

08:12 Data-Driven Management and Performance Metrics

11:19 Gamification and Incentives in Hospitality

14:07 The Role of AI in Performance Optimization

16:46 Understanding Revenue Potential and Performance Gaps

19:40 Advice for Restaurant Owners and Managers

hospitality, employee performance, turnover, training, sales, service, AI, data analysis, incentives, restaurant management

-Join the free 14 day restaurant automation challenge https://www.jlittrell.com/free

-Free training and strategies for independent restaurant owners: https://workshop.jlittrell.com

-Free community of hospitality pros at https://lab.jlittrell.com

***

Welcome to another episode of Hospitality Strategy Lab! Today, host Jason Littrell sits down with Barbara Castiglia, managing editor of modernrestaurantmanagement.com, for a live riverside interview. Barbara shares her insider perspective on the major challenges facing restaurant operators as we approach 2026—from labor issues and rising food costs to changing guest expectations and the rapidly evolving role of AI and technology.

They dive into critical topics like menu dynamics, the psychology of today’s “new consumer,” why pared-down offerings are winning over diners, and how word of mouth and online platforms shape where people choose to eat. Barbara also discusses the importance of embracing authenticity, finding your restaurant’s “tribe,” and building lasting community relationships as the industry adapts to economic pressures and digital disruption.

Whether you’re a restaurant owner, franchise operator, or hospitality professional looking for actionable insights into future-proofing your business, this episode is packed with ideas for navigating tech, cost control, fraud prevention, and more. Plus, Barbara gives a peek at what readers are seeking in modern restaurantmanagement.com, as well as practical tips for marketing, resilience, and staying ahead in a fast-changing market.

Tune in for this lively and brutally honest conversation—your playbook for thriving in hospitality’s next chapter!

00:00 Restaurants Balancing Experience and Technology

05:35 "Streamlined Menus and Online Presence"

06:40 "Focused Menus Build Loyalty"

13:28 "Authenticity Builds Loyal Communities"

16:13 "Human Touch in Hospitality"

20:04 "Fake Review Fraud Frustration"

22:57 "Hospitality, Reviews, and Customer Care"

24:09 Resilience in Tough Business Times

27:47 Industry Trends and Insights 2025

31:01 Hospitality Strategy Lab Overview

Try our restaurant automation software free for 14 days: https://www.jlittrell.com/free

Free training and strategies for independent restaurant owners: https://workshop.jlittrell

Free community of motivated hospitality pros at https://lab.jlittrell.com

***

In this conversation, Jason Littrell speaks with Leif Huckman about his innovative app, CheckMyChecks.com, designed to help hospitality workers verify their paychecks and ensure compliance with wage laws. Leif discusses the challenges faced by hospitality operators, the prevalence of wage theft, and the importance of transparency and accountability in payroll systems. He emphasizes the role of technology in addressing these issues and shares insights on consulting strategies for improving operations in the hospitality industry.

***

https://www.instagram.com/youngleif/

https://checkmychecks.com

https://prospitality.com

https://www.linkedin.com/in/leif-young-huckman/

***

Takeaways

-CheckMyChecks.com was developed to address the complexities of tip distribution and payroll compliance.

-Wage theft is a significant issue, with an estimated loss of $3,300 per employee per year.

-Transparency in paychecks can help build trust between employees and employers.

-Technology can simplify payroll processes and reduce liability for operators.

-The hospitality industry is facing challenges due to economic pressures and changing consumer behavior.

-Effective onboarding and training are crucial for staff retention and performance.

-Creating a positive company culture requires a balance of systems and people.

-Consulting strategies should focus on both cutting costs and increasing sales.

Understanding labor laws and compliance is essential for hospitality operators.

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00:00 Introduction to CheckMyChecks.com and Prospitality

02:48 Identifying Pain Points in Hospitality Operations

05:34 The Birth of CheckMyCheck.com

08:33 Understanding Wage Theft and Compliance

11:09 The Impact of Economic Factors on Hospitality

13:55 Consulting Strategies for Hospitality Businesses

21:16 From Acting to Mixology: A Journey of Passion

23:14 Understanding Company Culture: The Blend of Systems and People

24:31 Recruitment and Onboarding: Setting Clear Expectations

27:54 VOWS: A New Approach to Accountability and Progress

30:48 Leveraging Technology: Clarion for Hospitality Performance

34:00 Wage Theft and Compliance: Building Trust in the Workplace

hospitality, wage theft, technology, CheckMyChecks, Prospetality, restaurant management, staff training, accountability, hospitality industry, fintech

Subscribe on YouTube, and wherever you listen to podcasts! https://pod.co/hospitalitystrategylab

***

In this conversation, Jason Littrell and Daniel Burstein explore the evolving landscape of consumer psychology in the hospitality industry. They discuss the importance of understanding value propositions, identifying ideal customer tribes, and creating a third place for patrons. The conversation emphasizes the balance between tactical promotions and strategic branding, the role of AI in marketing, and the significance of nurturing customer relationships through frontline staff.

They also address the challenges faced by independent bars and restaurants, including staffing issues and changing consumer expectations, while highlighting the need for a joyful and engaging customer experience.

Find Daniel Here:

• https://marketingsherpa.com/podcast
• https://marketingsherpa.com
• https://www.linkedin.com/in/danielburstein/
• https://meclabsai.com/

Takeaways

-Understanding your value proposition is crucial

-Identifying your ideal customer tribe can enhance marketing efforts.

-Creating a 'third place' experience is vital for customer loyalty.

-Tactics should align with your overall strategy to avoid alienating customers.

-Understanding what customers move towards and away from is key.

-Nurturing relationships with customers of different ages is essential.

-Frontline staff can provide valuable insights into customer preferences.

-AI can assist in analyzing customer data and improving marketing strategies.

-Consumer expectations have shifted towards seeking quality experiences.

-Finding joy in the hospitality business can enhance customer interactions.

Chapters

00:00 Introduction to Consumer Psychology in Hospitality

01:07 Understanding Value Proposition

02:49 Finding Your Ideal Customer Tribe

05:37 The Importance of the Third Place

06:40 Balancing Tactics and Strategy

08:39 Identifying Customer Preferences

10:53 Nurturing Customer Relationships

13:40 Leveraging AI in Hospitality

14:49 Mech Labs and AI Innovations

18:43 Addressing Pain Points in Hospitality

20:47 Evolving Consumer Expectations

23:58 Optimizing Customer Experience and Value Proposition

25:29 The Impact of Customer Experience on Repeat Business

27:42 Understanding Competition and Customer Choices

29:06 Creating Memorable Customer Experiences

31:30 Staffing Challenges and Effective Communication

33:12 Connecting Employees to the Customer Journey

36:19 The Importance of Understanding Your Customer

38:44 Balancing Urgency and Importance in Marketing Content

consumer psychology, hospitality marketing, value proposition, ideal customer, third place, customer relationships, AI in marketing, restaurant strategies, staff training, digital influence

Welcome to a special bonus episode of the Hospitality Strategy Lab Podcast, hosted by Jason Littrell. In this episode, Jason dives into practical strategies for leveraging AI—specifically ChatGPT—for effective SEO in the hospitality industry. Whether you're a bar or restaurant owner looking to boost your local online presence without breaking the bank, or just curious about how digital tactics can drive more foot traffic, this episode lays out a step-by-step playbook you can implement in minutes.

**[00:00:00] – Introduction and Purpose**  

Jason welcomes listeners to the show and explains that this is a bonus episode, focused on a crash course in AI-powered SEO specifically geared toward hospitality businesses.

**[00:00:45] – Understanding SEO for Hospitality**  

He explains the fundamentals of SEO (Search Engine Optimization) and why showing up in localized “near me” searches is critical for bars and restaurants.

**[00:01:45] – Listicle Strategy for SEO**  

Jason discusses the power of listicles (“top 10s”, “best of”, etc.) for capturing search intent and relevance, highlighting the rise of this content format in search results and consumer media.

**[00:02:20] – Using AI (ChatGPT) for Content Creation**  

He outlines his own tactic: using ChatGPT to swiftly generate top-10 lists (for example, “10 Automations Every Bar Needs”) as evergreen, schedule-ready content to boost search engine rankings.

**[00:03:09] – Implementation Tips for Operators**  

Jason shares a hands-on, cost-effective hack for creating and scheduling listicle-style content for your business, so you don’t have to pay for pricey SEO agencies.

**[00:04:22] – Crafting Effective Prompts and Targeting Long-Tail Keywords**  

He explains how to tailor your ChatGPT prompts for hyper-local and long-tail search terms (e.g., “10 Best Old Fashioneds in the Lower East Side”) to outperform bigger competitors on focused searches.

**[00:06:26] – Optimize for What Customers Actually Search**  

Jason stresses the importance of using common, recognizable cocktail or menu item names over branded or esoteric ones, as these are what guests actually search for online.

**[00:07:52] – Building Community and Authority with Listicles**  

He recommends tagging friends and neighbors in your lists, encouraging cross-promotion and link building, which increases SEO authority for everyone involved.

**[00:08:24] – Supercharge Your Content for SEO**  

Jason gives practical optimization tips: alt tags for images, meta keywords, and even embedding quick videos to further enhance discoverability.

**[00:09:42] – Consistency and Long-Term Success**  

He underscores how a simple, 15-minute-per-week content habit can yield strong, consistent ranking results over time, especially for businesses with limited budgets.

**[00:10:25] – Final Thoughts and Resources**  

Wrapping up, Jason urges listeners to check out the Hospitality Strategy Lab community for more support and exclusive content.

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- https://hospitalitystrategylab.com

- https://kmsops.com

- https://jlittrell.com

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Tune in and get the actionable strategies you need to turn local searches into loyal guests—and transform the way you approach hospitality marketing.

Mastering Hospitality: How to Make Every Guest Feel Seen & Understood! Want to boost customer loyalty and create unforgettable experiences in 2025?

Discover the power of "illuminators" vs. "diminishers" in service. Learn practical strategies to foster genuine connection and elevate your hospitality.

[00:00] Intro: Why "How to Know a Person" matters for your business

[01:30] The core of hospitality: Making guests feel seen

[03:45] Illuminators vs. Diminishers: Identifying impactful behaviors

[05:10] Practical tips: Loud listening, deepening questions, acts of care

Subscribe for weekly insights on building a thriving hospitality business! What's one small change you can make today to make a guest feel more seen? Hit the notification bell so you don't miss our next video!

Free Guide: https://www.hospitalitystrategylab.com/guide

#HospitalityStrategy #CustomerExperience #Service

Crafting consistent cocktails on draft? 🍹

Discover the secrets to systematizing beverage programs for fast-casual restaurants and avoid common pitfalls!

Learn how to maintain quality with non-expert staff, master batching techniques, and troubleshoot draft system carbonation.

[00:10 - Consistency Philosophy]

[00:54 - Draft System Implementation]

[03:03 - Carbonation Troubleshooting]

Subscribe for weekly hospitality strategies to elevate your business! 🛎️ Leave a comment: What's your biggest beverage program challenge? Subscribe to never miss a tip!

Related Resources:

More hospitality tips: https://hospitalitystrategylab.com

Optimize your bar program: https://jlittrell.com

Connect on LinkedIn: https://linkedin.com/in/jlittrell

#HospitalityStrategy #DraftCocktails #BarManagement