Podcast Hospitality Strategy Lab with Jason Littrell by Jason Littrell Episodes

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	Title	Pub. Date	Duration
	[Mistakes Were Made] Do Not Pass Go — Fraud, Bankruptcy, Drained Bank Accounts, and Building Something Better	05 Mar 2026	00:34:34
🎙️ 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] Don't Trust the Dream — A 4-State Launch Disaster and the F. Scott Fitzgerald Granddaughter	05 Mar 2026	00:31:59
🎙️ 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
	High-Performing Teams: Leadership, Onboarding, and Culture in Hospitality with Felicia Shakiba	03 Nov 2025	00:27:36
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. * 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
	The Art of Team Engagement with Geoffrey Toffetti from Frontline Performance Group	27 Oct 2025	00:28:02
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
	Future-Proofing Restaurants: AI, Labor, and Value Strategies for 2026 with Barbara Castiglia	20 Oct 2025	00:31:19
-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
	Leif Huckman: Building Trust in Hospitality, CheckMyChecks.com	13 Oct 2025	00:36:18
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. -- 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
	Consumer Psychology in Hospitality - Daniel Burstein on the Hospitality Strategy Lab Podcast	06 Oct 2025	00:42:50
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
	How Bars & Restaurants Can Easily Boost Local SEO with AI-Powered Listicles	26 Aug 2025	00:10:42
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. --- - https://hospitalitystrategylab.com - https://kmsops.com - https://jlittrell.com --- Tune in and get the actionable strategies you need to turn local searches into loyal guests—and transform the way you approach hospitality marketing.
	Deep Listening	19 Aug 2025	00:09:16
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
	Consistent Cocktails- The "How You Do Anything" Secret	12 Aug 2025	00:10:32
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
	Restaurant Project Management Secrets REVEALED	05 Aug 2025	00:15:06
Want to manage projects like a pro in 2025? 🚀 Discover the project management system I use to stay focused and crush restaurant projects. In this video, I'll show you how I use Nifty (or similar tools) to organize my thoughts, prioritize tasks, and boost productivity. We'll cover: 0:00 - Why Project Management Matters 6:45 - My Project Management Software 75:48 - Balancing Personal & Professional Goals 244:31 - How I use Nifty 🔔 Subscribe for weekly systems & process tips to streamline your business and life! Leave a comment below: What's your biggest project management struggle? Turn on notifications so you don't miss out! Resources: Nifty: [https://nifty.pm/] Get the newsletter! [jlittrell.com] Hospitality Strategy Lab: [https://hospitalitystrategylab.com/] #ProjectManagement #Productivity #SystemsAndProcesses
	Don't sleep on WiFi or Waitlists...	31 Jul 2025	00:05:46
1. Title: Enhancing Guest Engagement with Technology 2. Summary: In this episode, Jason from the Hospitality Strategy Lab shares innovative strategies for increasing guest engagement in bars and restaurants. He discusses two main updates that leverage technology: a Wi-Fi customer information collection system and a waitlist management system. These tools aim to build customer databases and improve overall guest experiences. 3. Key Takeaways: - Utilizing free Wi-Fi to collect guest information can enhance customer engagement and build a robust database. - Implementing a waitlist management system can streamline the guest experience and reduce waiting times by allowing guests to receive notifications via text. - It is crucial to balance marketing outreach with guest preferences, ensuring communications are optional and respectful of their time and space. 4. Timestamped Chapters: - 00:00 - 01:01: Introduction and the idea of using Wi-Fi for guest engagement. - 01:02 - 02:09: Description of the Wi-Fi information collection feature. - 02:10 - 03:12: Introduction of the waitlist management system. - 03:13 - 04:11: Explanation of the text notification process for guests on the waitlist. - 04:12 - 05:09: Discussion on the importance of optional marketing communications. - 05:10 - 05:46: Conclusion emphasizing the goal of enhancing guest experience without overwhelming them.
	[Mistakes Were Made] The Day You Learn Your Place — A Million-Dollar Disaster, a Doombox, and the GM Who Got Fired	05 Mar 2026	00:40:00
🎙️ MISTAKES WERE MADE — Special Series on Hospitality Strategy Lab Three hospitality veterans walk into a podcast and share the moments that humbled them. Alex Strange, bar manager at Holiday Cocktail Lounge, takes us back to 2004 when he was a green bar back who accidentally started bartending on a rooftop — and nearly got fired for it. Ben Potts spent a million dollars building Boombox in Miami, a soulless black box that pulled $15K a week in high season. He tore it down, rebuilt it as The Sylvester, and turned it into one of the city's best cocktail bars. Rob Morton hired his first-ever GM at Paul's Oak Island in North Carolina, watched a clique form, endured scorched-earth drama, and then eliminated the GM position entirely — resulting in a $500,000 revenue increase. Each story hits different, but the through line is the same: operational disasters that became breakthrough moments. These are the lessons nobody teaches you — you have to earn them. Mistakes were made. Lessons were learned. Revenue followed. Featuring: Alex Strange (Holiday Cocktail Lounge), Ben Potts (The Sylvester, Miami), Rob Morton (Paul's Oak Island, NC) 🔗 Follow Jason: jlittrell.com
	The Silicon Sous-Chef: Automation and the Future of Hospitality	30 Dec 2025	00:10:43

	Introducing KMS Community	17 Mar 2025	00:21:42
This episode is 100% Ai Generated -- Case Studies are Fictional KMS Community presents itself as a platform designed to cultivate engaged online communities for various sectors, including content creators, educators, brands, and hospitality. The document highlights the financial burdens of customer churn and disengaged audiences, positioning its platform as a solution. Key features emphasized include branded spaces, real-time interaction tools, membership tiers, and data ownership for creators. For businesses, it outlines benefits like reduced support costs, enhanced feedback, and improved loyalty through discussion forums, gamification, and personalized re-engagement. The platform also offers dual solutions for hospitality by connecting both guests and staff, alongside showcasing success stories and the impact of community on SaaS businesses. Finally, it details monetization strategies and the use of AI and analytics to drive engagement and reduce churn, emphasizing its all-in-one, enterprise-ready nature.
	Social Media: A necessary Pain in the A$$ for Restaurants (and how to automate it)	03 Feb 2025	00:10:15
I don't actually love making social media content, but it's essential for my business (and yours). Here's a workflow on how to get a lot of content out, spread it out over time, and how to use ai and automation to make it SO much easier. Same (modest) results, very little time. At the end of the day, just hit record and tell your story -- then let the machines edit it and send it everywhere.
	Cold and Brutal Truths about Loyalty in Restaurants	30 Jan 2025	00:11:54
This is a tough one for me. (Zip to the bottom for hard data) I really feel for the people I hear about closing their restaurants every day. The business is RUTHLESS, unrelenting, and always changing. In my numerous conversations, and discussions on this topic, the subject always comes back to competency and resources. The less competent you are, the more resources you need. If you're well resourced, but incompetent, you can hire talent who knows more than you. If you're competent but under-resourced, you are racing against the clock. After your first 3-6 months, you're not new any more, and you probably don't have enough to weather the storm. And you get desperate. Your Team starts to quit for greener pastures, and you're in a tragic downward spiral. I don't have to tell most of you this. You've probably lived it at least once. I always hear the same things.... I don't have time. I don't have money. Even if I did have the time and money, I don't have the skill. So.... With this in mind. And having run a failed bar myself... I think I solved a few problems: What to say to people. How to get them back. How to look really cool on the internet. Automatically. Here's the last 45 days: -653 missed calls captured & turned into bookings with AI-powered text back. -11K customer contacts managed and reactivated. -4.5K emails sent → 2.2K opened → 490 clicked (50%+ open rate!) -22K website visits (+100% YoY Growth) driven by database reactivation. -146 new 5-star reviews added in just two months (+62% growth). -113 positive reviews vs. 33 negative—helping businesses control their online reputation. -100%+ increase in guest engagement & return visits. Do you want this for your bar?
	The Hunter who Chases Two Rabbits -- Makes it work	27 Jan 2025	00:08:52
Welcome to another episode of Hospitality Strategy Lab! I'm your host, Jason Littrell. In today's episode, we dive into some exciting developments and challenges in my ever-evolving journey between the hospitality and liquor worlds. Over the past few months, I've been working on two groundbreaking projects that promise to revolutionize how brands grow and how restaurants retain loyal customers. First, we're unveiling a new system aimed at helping liquor and CPG brands with off-premise sales. This innovative method, developed with my business partner, has shown astonishing results, including record-breaking sales in just a few hours. Next, we discuss a plug-and-play retention and loyalty system designed specifically for restaurants. This system automates guest engagement, tracks precise metrics, and offers tangible, trackable results—all with minimal effort from restaurant staff. If you're a brand owner or a hospitality operator, you won't want to miss this deep dive into strategies that can drive growth and create habit-forming guest experiences. So stay tuned! This is Hospitality Strategy Lab, where science meets service to transform the hospitality industry. Let's get started! Viral Topic: The Importance of Consistency in Organic Content: "It's important to stay consistent and do it, but, you know, if you miss a week or or something like because because of life events, whatever." — Jason Littrell [00:00:00 → 00:00:34] Balancing Passion and Opportunity: "I always like to make things. I always like to be new. I always like to, leverage a new piece of technology or find another way to gain a foothold in the marketing and gain some sort of an advantage." — Jason Littrell [00:00:34 → 00:01:07] Viral Topic: Leveraging Liquor Sales Strategies Quote: "The idea is that he is extremely good at selling liquor off premise. That means in liquor stores. And so, for the last week, I've been building, a system around that system." — Jason Littrell [00:01:18 → 00:01:31] "Game-Changing Brand Growth Strategy": "If you own a liquor brand, if you own a spirits brand, wine brand, CPG brand, anything, could be any could be a coffee brand, could be anything, then this is the method that you will need to grow your brand." — Jason Littrell [00:01:49 → 00:02:00] Record-Breaking Sales Through Tastings: "The biggest, the record sales date is 26 cases in a three hour tasting. And this is for an unknown product for it's an unknown product, unknown category." — Jason Littrell [00:03:12 → 00:03:24] ### Viral Topic Title: The Power of Inbound Marketing "I have to manufacture and engineer a scenario where people come to me and they say, Jason, I want your stuff because of what you did for them. And that removes the entire sales conversation. You know, that's what's called inbound." — Jason Littrell [00:03:52 → 00:04:38] "How High-Level Expertise Can Save You Time": "I'll save you six months of time at least, in, full time learning how to use it." — Jason Littrell [00:04:57 → 00:05:03] Effortless Business Growth Technology: "It requires 0 staff training, and we do the work on the front end, and we can have you up and running in about forty eight hours max." — Jason Littrell [00:06:20 → 00:06:29] Tangible Marketing Results: "But the best part of it is that you have tangible, trackable results. Like, we track every redemption." — Jason Littrell [00:06:36 → 00:06:42] Exciting Tech Rollout in Quick Service: "But, if you're a quick service or, I mean, even borderline fast food, then this will make a lot of sense for you and drive a lot of sales for you." — Jason Littrell [00:07:58 → 00:08:06]
	Hospitality Data Magic: Turning Guests into Regulars	13 Jan 2025	00:07:45
In today's episode, Jason dives deep into the crucial concept of database reactivation. If you're using platforms like Resy, OpenTable, 7 Rooms, or even Square, you're sitting on a goldmine of guest data that often goes underutilized. Jason will guide you through a powerful yet straightforward strategy to not only reactivate these dormant contacts but also ensure you’re sending targeted, permission-based emails that convert. From cleaning your email lists to crafting the right subject lines and messages, you'll get a step-by-step workflow designed to maximize engagement and drive immediate revenue. Whether you're running a busy restaurant or a cozy bar, these data-driven techniques can revolutionize your guest experience and boost your bottom line. Unlocking the Power of Your Data: "If you are using Resi, if you're using OpenTable, if you're using, 7 rooms, talk, any any kind of database collection system, then you're sitting on a gold mine of data." — Jason Littrell [00:00:07 → 00:00:17] The Importance of Asking Permission Before Marketing: "So the the first step that you do is you ask permission. You say, hey. Listen. Like, we found you in our one of our databases, and we'd like to ask you for permission if you'd like to be in our loyalty program so you can get either free stuff or some loyalty perks or some VIP access to some events that we have coming up." — Jason Littrell [00:01:12 → 00:01:26] Leveraging Square for Marketing Leads: "And also just a note that this works with Square as well. So if somebody pays for you with Square, and and they've previously opted into another Square vendor, then you are likely in into their database." — Jason Littrell [00:01:44 → 00:01:55] Game Changer in Email Marketing: "We don't blast them all at the same time because we wanna keep our data hygiene." — Jason Littrell [00:02:30 → 00:02:33] Engagement Strategy in Restaurant Marketing: "We found you in our database, but we wanted to make double sure that we could send you emails with free stuff and secret events." — Jason Littrell [00:03:33 → 00:03:38] Email Marketing Success: "90 99.20 0.22 percent delivered, 34 34 a half, 34 almost 35% opened. 10% clicked, which is which is outrageous." — Jason Littrell [00:04:35 → 00:04:45] Email Marketing Best Practices: "If it hits 3%, then we stop the campaign, because that is a spam trigger right there." — Jason Littrell [00:05:01 → 00:05:05] Respecting Unsubscribes: "We wanna make sure that we're not spamming people that, that don't want our stuff." — Jason Littrell [00:05:31 → 00:05:35] "Boost Your Business": "It's so simple, so straightforward, that so many people screw it up, and this is a great way to to end up in your spam filter. It's a great way to piss off people. But if you do it right, it's it's a great way to drive immediate revenue into your business immediately." — Jason Littrell [00:06:23 → 00:06:35] Viral Customer Retention Strategy: "This by itself is, like, one of the most powerful strategies that you can use. And most people like, this is a reason by itself to pay $4, $5, $600, $700 a month for Resy depending on your volume, just for this data." — Jason Littrell [00:07:05 → 00:07:14] Hospitality strategy, database reactivation, guest engagement, Resi, OpenTable, 7 rooms, marketing strategy, email marketing, loyalty program, email engagement, customer data, data hygiene, spam filters, trigger links, email workflows, lead generation, hospitality industry, restaurant marketing, guest experiences, data-driven strategies, email validation, response rates, email click-through rates, CRM systems, customer segmentation, email bounce rate, hospitality podcast, AI in hospitality, automation, behavioral economics, repeat business.
	How to Effectively Communicate Business Changes to Customers Online	10 Jan 2025	00:05:29
Today, we're diving into a crucial aspect of running a successful hospitality business: updating your business information online. Whether you're changing your hours or revamping your menu, even small adjustments can have huge impacts. In this episode, I'll walk you through the exact steps to ensure your updates are reflected accurately across all platforms, like Google Business, Yelp, and social media. We'll also explore advanced strategies, including using ConversationAI and Yext, to automate and streamline the process. Plus, I'll share how to effectively market these changes to avoid frustrating your customers. So, buckle up and get ready to make seamless adjustments that keep your guests happy and Register Ringing. 0:00 - Making Important Business Adjustments 0:40 - Updating Website Information 1:07 - Ensure Textual Format for SEO 1:26 - Verify Social Media Profiles 2:04 - Train Your Conversation AI 2:16 - Update Online Listings Efficiently 3:20 - Promote Changes on Social Media 4:26 - Use Email for Higher Engagement 1. Importance of Correct Information Impact of small changes in business operations. Frustration caused by incorrect information for customers. Example of a client changing operating hours. 2. Steps to Update Business Information Website Updates Importance of updating information in text format on Squarespace. Ensuring search engines crawl and display correct information. Social Media Updates Updating Instagram, TikTok, and other active social media profiles. Importance of accurate information for indexed search terms. Use of ConversationAI Training AI with correct business information. Responding to customer queries via AI (e.g., gluten-free menu options). 3. Updating Listings Across the Internet Importance of updating TripAdvisor, Bing, yellowpages.com, etc. Challenges of manual updates. Using Yext service for bulk updates. Wholesale rates through KMS for efficient updates. 4. Marketing the Changes Creating Awareness Announcing changes via posts on TikTok and Instagram. Importance of avoiding customer frustration. Email Marketing Importance of email copy for broader reach. Using Canva for creative email content. Comparison of engagement rates: Instagram vs. email. Benefits of higher open rates in email marketing. "The last thing that you wanna do is, is have incorrect information on your Google Business profile or your Yext or your Yelp profile or something like that because, you know, what ends up happening is people, they go and they are frustrated." — Jason Littrell [00:00:19 → 00:00:32] "Maximizing Social Media Presence": "And the next thing you wanna do is you wanna head over to your Instagram profile and your TikTok profile, or whatever social media channels that you're active on and make sure that that information is is is accurate, because that is not only a search term, it is indexed for search, but it's also, you know, where a lot of people are gonna find you." — Jason Littrell [00:01:28 → 00:01:43] "Managing Online Listings Across Platforms": "So we use a service called Yext, which is embedded, and we get have wholesale rates through KMS, that you can update all of these listings across the Internet in one swoop." — Jason Littrell [00:02:48 → 00:02:57] Business Marketing Insights: "We're just trying to get people to not be frustrated." — Jason Littrell [00:03:38 → 00:03:40]
	Strategies for Maximizing Takeout and Delivery Sales	09 Jan 2025	00:08:32
In today's episode, we're diving deep into some insights from Touch Bistro's 2025 State of Restaurants report. We'll explore key trends, such as the rise in food costs, evolving consumer behavior, and the critical importance of guest retention. Plus, I'll break down why AI and automation are no longer optional— they’re essential for survival in today’s competitive landscape. I'll also share actionable strategies on how to create an engaging "unbagging" experience for delivery and takeout orders, driving customer loyalty directly to your business instead of third-party platforms. So, whether you're running a cozy cafe or managing a bustling restaurant, this episode is packed with tips and strategies to help you thrive. 00:00 Adapting loyalty, automation crucial for evolving retail. 03:50 Enhance unbagging to boost direct customer loyalty. 06:19 Automate reminders, influence choices, redeem offers efficiently. Jason Littrell is a prominent figure in the hospitality industry, sharing key insights and strategies through the Hospitality Strategy Lab. Drawing from reliable sources like Touch Bistro's 2025 State of Restaurants report, Jason provides crucial data-driven guidance to restaurateurs. Highlighting significant trends such as the rise in the average restaurant profit margin to 9.8% in 2024 and a 34% year-over-year increase in food costs, Jason emphasizes the evolving nature of consumer behavior. He notes that customers increasingly use technology and personal preferences to make dining decisions, underscoring the need for restaurants to adapt to these changes. Through his expertise, Jason helps industry professionals navigate the dynamic landscape of the hospitality sector. Hospitality Strategy Lab, Jason Littrell, Touch Bistro, 2025 state of restaurants report, restaurant profit margin, food costs, consumer psychology, guest retention, loyalty program, AI automation, delivery and takeout sales, unbagging experience, Grubhub, DoorDash, Uber Eats, Net Promoter Score, customer acquisition cost, lifetime value of a customer, QR code, loyalty offer, discount incentive, restaurant loyalty club, email reminders, customer feedback, driving revenue, hospitality industry strategies, scaling businesses, TikTok marketing, data-driven strategies, guest engagement, repeat business.
	The Flywheel Effect: Building and Retaining Your Customer Database	06 Jan 2025	00:11:34
Today we're delving into the nitty-gritty of what it takes to thrive as a business owner in the hospitality industry. I'll be sharing my personal journey— the highs, the lows, and the hard lessons learned from my restaurant ownership experience. We'll discuss the importance of prioritizing strategic tasks over urgent distractions and unveil a powerful tool we've developed to optimize your operations: the missed call, text-back system. This simple yet effective technology engages your customers automatically, answers their common queries, and even grows your database. Plus, we'll explore ways to boost your Google discoverability and ensure your business stands out. So, if you're ready to transform your bar or restaurant, stay tuned! 00:00 Shiny objects hinder my business growth plans. 04:51 Automated text conversion for unanswered business calls. 07:16 Optimizing Google Business Profile for better ranking. 10:08 Converting contacts to lifetime value quickly. 1. Introduction by Jason Littrell Brief introduction and greeting Personal background as a restaurant owner 2. Challenges of Managing a Bar/Restaurant Constant work and lack of days off Dealing with staff issues and operational problems Sacrificing long-term goals for urgent tasks 3. Transition to the Tech World Current involvement in the tech industry The impact of AI and emerging technologies 4. Importance of Focusing on Key Areas for Business Growth Research on delivering high ROI for clients Sticking with proven strategies and "boring, unsexy stuff" Development of a new program 5. Introduction to the "Missed Call, Text Back" System Description of the system and its functionality Onboarding process for the system 6. Benefits and Features of the "Missed Call, Text Back" System Transforming missed phone calls into text responses AI training to handle common customer inquiries Seamless integration with existing operations 7. Case Study: Burrito Shop Implementation High volume of phone calls Automatic responses to common questions Increased efficiency and customer satisfaction 8. Onboarding and Database Building 14-day onboarding process Connecting Google Business Profile Implementing a new phone number and automated systems 9. Enhancing SEO and Discoverability Use of Yext to increase citations and backlinks Importance of Google Maps for local searches 10. Automating Customer Feedback and Reviews Collecting and responding to customer reviews Improving business practices based on feedback 11. Building a Sustainable Customer Database Taking control of customer interactions from third-party platforms Incremental growth in customer database Weekly performance reports for clients 12. Long-term Value and Client Satisfaction Increasing lifetime value of customers Tangible results and customer loyalty hospitality strategy, Jason Littrell, business owner, restaurant management, bar ownership, guest experience, employee management, vendor issues, business growth, AI in hospitality, automation, restaurant tools, guest engagement, missed call text back, reservations system, dietary restrictions, menu management, client onboarding, database building, customer feedback, Google reviews, SEO for restaurants, Google Business Profile, phone call management, customer service, loyalty programs, digital marketing, social media conversion, business discoverability, lifetime value, client retention
	Gratitude and Strategy: How Independent Bars and Restaurants Are Thriving	20 Dec 2024	00:03:34
The biggest weekend of the year for bars and restaurants is here, and it’s time to make it unforgettable. In this video, we’re diving into: Why gratitude matters in hospitality. How independent bar and restaurant owners can maximize this weekend’s impact. Practical strategies to upsell, capture guest info, and set up January for success. Whether you’re navigating the chaos of holiday parties or planning your next AI-powered move, this video will help you thrive this weekend and beyond. What You’ll Learn in This Video: ✅ How to reflect on your success and show gratitude to your team, guests, and community. ✅ Three actionable tips to make this weekend your most profitable yet. ✅ How AI and automation can set you up for long-term success. 0:00 - Expressing Gratitude for the Busy Weekend 0:36 - Understanding the Impact of Your Work 1:22 - Automating for Guest Experience 1:50 - Sharing Success with Your Team 2:13 - Remembering the People Behind Your Business 2:25 - Tips for an Unforgettable Weekend 2:35 - Engage with Last Minute Ideas 3:03 - Final Thoughts and Best Wishes "By automating the things that can be automated and should be automated, you freed up some time to focus on what really matters, delivering unforgettable experiences for your guests." - 01:22 "Think about the guests whose lives that you've touched and the community of staff and people that you've impacted." - 01:50 "It's not, you know, food and drinks that make businesses. It's the people that make your business." - 02:13 "Here's to making this weekend unforgettable for your guests and for yourself with an incredible amount of gratitude." - 02:25 "If I don't come back, I was eaten by a bear and everything's going to be OK." - 03:03 Helpful Links: 📢 Join the Hospitality Strategy Lab: https://community.hospitalitystrategylab.com 🎙️ Listen to the Podcast: hospitalitystrategylab.com 📩 Contact Me: jason@jlittrell.com Check out Voice Ai Demo: 917-983-2150
	Clementine’s “Feed Me” Experience: Reinventing Hospitality in San Antonio	02 Mar 2026	00:34:01
Welcome back to the Hospitality Strategy Lab Podcast. In this episode, host Jason Littrell sits down with John Russ and Elise Russ, the husband-and-wife team behind Clementine, a James Beard–nominated restaurant redefining the modern dining experience in San Antonio. John and Elise share the story behind Clementine’s creation—from a simple dream to build a meaningful restaurant, to navigating the realities of restaurant ownership, leadership, and long-term sustainability. The conversation explores how hospitality goes far beyond food, focusing instead on relationships, adaptability, and intentional guest experiences. A major highlight of the episode is Clementine’s popular “Feed Me” dining concept, an innovative approach that invites guests to trust the chefs and experience a curated journey through the menu. John and Elise also reflect on how they adapted their business during COVID-19, strengthened customer loyalty, supported their team, and continued building community through events and storytelling. This episode is a must-listen for restaurant owners, hospitality leaders, and entrepreneurs looking to create memorable dining experiences while building resilient, people-first businesses. If you enjoyed this episode, be sure to subscribe to the Hospitality Strategy Live Podcast for more conversations with hospitality leaders, restaurateurs, and innovators shaping the future of the industry. Share this episode with someone in hospitality who’s building something meaningful. [00:00:00] – Introduction to Clementine and Its Founders Jason introduces John and Elise Russ and the vision behind Clementine. [00:02:36] – From Dream to Reality How Clementine came to life and the philosophy behind the restaurant. [00:05:23] – Navigating Challenges During COVID-19 Adapting operations while maintaining guest relationships. [00:07:50] – Marketing and Customer Engagement Strategies for attracting and retaining loyal diners. [00:10:30] – Building Strong Staff Relationships Why culture and leadership matter in hospitality. [00:12:48] – The “Feed Me” Dining Experience Inside Clementine’s signature concept and guest appeal. [00:15:44] – Community Events and Connection Using experiences to foster long-term engagement. [00:18:34] – Adaptability in the Restaurant Industry Lessons on resilience and innovation. [00:21:16] – Balancing Family Life and Ownership The realities of running a restaurant together. [00:24:06] – The Economics Behind the Experience Value, pricing, and guest perception. [00:26:49] – Final Thoughts and Takeaways Learn more about Clementine: hello@clementine-sa.com https://www.instagram.com/clementine.sanantonio/ Learn more: https://hospitalitystrategylab.com https://jlittrell.com If you enjoyed this episode, be sure to subscribe to the Hospitality Strategy Live Podcast for more conversations with hospitality leaders, restaurateurs, and innovators shaping the future of the industry. Share this episode with someone in hospitality who’s building something meaningful.
	How Imperfect Action Fills Your Bar Faster Than Overthinking	19 Dec 2024	00:03:38
Overthinking is costing bars and restaurants more than you think. Waiting for the perfect post, the perfect campaign, or the perfect strategy isn’t just delaying progress—it’s keeping your seats empty. In this video, I’ll show you why messy, imperfect action beats overthinking every time. Plus, I’ll give you three practical, no-fuss steps you can take today to get more guests through your doors. What You’ll Learn in This Video: Why visibility matters more than perfection in hospitality. The simple actions that consistently fill seats. How to take action today, even if it’s not perfect. Your guests aren’t waiting for perfection—they’re waiting for an invitation. Let’s get them through your doors. 0:00 - Understanding Overthinking in Marketing 0:10 - Recognizing the Impact of Imperfect Action 1:16 - The Importance of Taking Immediate Action 1:52 - Simple Ways to Attract Guests 2:12 - Crafting Engaging Emails for Your Audience 2:34 - Encouraging Your Team to Promote Specials 2:57 - Embracing the Mindset of Done is Better Than Perfect 3:08 - Consistency in Taking Messy Actions The Takeaway Is Done Is Better Than Perfect - 02:57 Your Guests Aren't Waiting For Perfection - 01:16 Just Take Out Your Phone, Take A Picture And Post - 02:57 Take One Messy Action Today And See What Happens - 03:08 If You Don't Give That To Them, Somebody Else Will - 01:16 f this episode gave you that ‘aha’ moment, don’t wait—start taking action now! Follow me for more episodes designed to help you work less and earn more. Visit community.hospitalitystrategylab.com to connect with like-minded operators. Have a question or need a nudge in the right direction? Send me a message (jason@jlittrell.com)—I’d love to help.
	Why Charging Cocktail Prices for Mocktails Hurts Hospitality	20 Nov 2024	00:04:27
Welcome to a special bonus episode of the Hospitality Strategy Lab Podcast, hosted by Jason Littrell. Today, we're diving into a topic that's taking the bar scene by storm: mocktails. However, Jason has a bold proposition—it's time to rethink how we're pricing and naming these alcohol-free drinks. From addressing the unfair pricing models to rebranding these beverages with respect, we'll explore how to transform nonalcoholic options into quality offerings that enhance the guest experience. So grab a pen and a drink, and let's shake things up as we explore the future of zero-proof creations. Stay tuned! "Reevaluating Mocktail Pricing": "There's a problem with how we're pricing and naming these alcohol free beverages. And there's and it's time that we rethink the entire approach." — Jason Littrell [00:00:13 → 00:00:19] "Mocktail Pricing Problem": "So for the guests, it feels like punishment for not drinking alcohol. They're already opting out of the primary profit driver, alcohol, and now they're chart now we're charging them more for for premium soda and juice." — Jason Littrell [00:00:59 → 00:01:10] The Real Cost of Hospitality: "Think about it, think about it, a nondrinker, think about it. A nondrinker at your bar isn't just a lost cocktail sale." — Jason Littrell [00:01:29 → 00:01:37] "Rethinking 'Mocktail' Culture: I hate this word. Mocktail. It's just, like, feels dismissive. Right? Like, the word implies it's a lesser version of a real drink, as if it's playing dress up or pretending to be something it's not." — Jason Littrell [00:01:37 → 00:02:06] Alcohol-Free Beverage Industry Rebrand: "The industry needs a to rebrand this needs a rebrand for this category, something like zero proof creations or alcohol free offerings, spiritless selections, the list goes on." — Jason Littrell [00:02:23 → 00:02:33] Viral Topic: The True Identity of Nonalcoholic Drinks "They're intentional crafted beverages that deserve their own identity." — Jason Littrell [00:02:38 → 00:02:41] Innovative Beverage Pricing: "Consider a pricing model that reflects the true value while still contributing to your bottom line." — Jason Littrell [00:03:11 → 00:03:15] Celebrate Unique Ingredients: "Instead of mimicking classic cocktails without the booze, create drinks that celebrate their own ingredients." — Jason Littrell [00:03:17 → 00:03:22] "Hospitality for All: Let's stop punishing non drinkers with inflated prices and condescending names. Let's craft drinks that are worth their weight in limes or lemons and show the world that hospitality truly is for everyone." — Jason Littrell [00:03:54 → 00:04:03] Viral Topic: The Essence of Great Hospitality "Great hospitality starts with understanding your guests whether they drink or not." — Jason Littrell [00:04:11 → 00:04:15] Jason Littrell is a renowned voice in the hospitality industry, celebrated for his expertise in bar management and innovative beverage strategies. As the host of the Hospitality Strategy Lab Podcast, Jason dives into trending topics that shape the bar scene. In a special bonus episode, he tackles the issue of mocktail pricing and naming conventions. Jason advocates for a reevaluation of the approach, arguing that current practices can feel punitive. With his insightful commentary, he invites listeners to rethink how alcohol-free beverages are positioned in the market, aiming to reshape industry standards for the better. mocktails, alcohol-free beverages, bar menus, pricing strategies, hospitality, guest experience, nonalcoholic offerings, premium spirits, fresh juices, house-made syrups, cost of goods, premium soda, juice, customer satisfaction, inclusive branding, nondrinkers, cocktail sale, raving fans, drink naming, zero-proof creations, spiritless selections, menu rebranding, crafted beverages, fair pricing, labor costs, presentation costs, ingredient innovation, storytelling, brand loyalty, guest treatment, inflated prices.
	Unlocking Customer Loyalty Through NPS Feedback	09 Nov 2024	00:04:05
https://kmsops.com/nps Welcome to another episode of the Hospitality Strategy Lab! I'm your host, Jason Littrell, and today we're diving into the powerful world of feedback requests. Ever wondered how to truly understand your guests' minds and boost repeat business? In this episode, we uncover the magic behind the Net Promoter Score (NPS) and how a simple, well-timed survey can transform your bar or restaurant operations. We'll walk you through the steps—from inception to automation—ensuring you receive invaluable guest insights. Plus, we'll discuss how to use this data for continuous improvement and staff training. Ready to turn feedback into your secret weapon? Let's get started! Effective Customer Retention Strategy: "3 times is a habit, and so you wanna get people back in your in your place 3 times." — Jason Littrell [00:00:19 → 00:00:23] "Boosting Customer Feedback with NPS": "And the best way to do this is with a simple one question survey. It's called the Net Promoter Score, NPS, that says, on a scale of 0 to 10, how likely would you be to recommend us to a friend or family member?" — Jason Littrell [00:00:37 → 00:00:49] "Power of Social Proof in Dining": "Because this is the number one driver of of decisions is is social proof." — Jason Littrell [00:01:41 → 00:01:45] Instant Customer Feedback Processing: "So they scan the QR code, if they want to, if they don't want to verbal it, if they want to do all this stuff, and so they just quickly go go to this quick landing page that says, on a scale of 0 to 10 you can check this out right now at kmsops.com/nps, On a scale of 0 to 10, and then they pick the number, and then based on the number that they picked, we put them into an automation." — Jason Littrell [00:02:07 → 00:02:26] Customer Feedback Evolution: "We try to make this as frictionless as possible, and we try to collect it, and we we collect all the information over time so we can start to see trends." — Jason Littrell [00:03:23 → 00:03:31] How to Get a Free Demo: "Check out kmsops.com/nps to see a live version of this and and exactly what we install for our clients." — Jason Littrell [00:03:56 → 00:04:03] 1. Introduction Host: Jason Littrell Purpose of the episode: Discussing feedback requests 2. Importance of Knowing Customer Feedback Understanding customer thoughts for better decision-making Goal: Getting customers to return, creating habits 3. Asking for Feedback Methods for understanding customer preferences Making necessary adjustments based on feedback 4. Net Promoter Score (NPS) Definition: A one-question survey The specific question: "On a scale of 0 to 10, how likely would you be to recommend us to a friend or family member?" Science behind the phrasing and timing of the question 5. Multiple Points of Feedback Collection Initial prompt when the customer arrives During the meal: Ensuring epic service End of the meal: Request for feedback in the billfold or by host/server Multiple nudges for feedback 6. QR Code Integration Placement around the restaurant Process: Scanning the QR code leading to a landing page Options for customers to verbalize or use the QR code 7. Automation Based on NPS Steps post-feedback collection: Customers giving a score of 0-7 receive an email from the owner within 10 minutes Personalized follow-up to address issues Customers giving a score of 8-10 receive a thank you and requests for reviews Email notifications to the leadership team for positive feedback 8. Analysis and Utilization of Feedback Collecting data over time to identify trends Timestamping feedback for specific incident tracking Application in training: Addressing specific issues and improving service 9. Closing Encouragement to visit kmsops.com/nps for a live demonstration Mention of the barteams.com community for hospitality professionals https://kmsops.com https://hospitalitystrategylab.com
	Maximizing Discoverability: Why Your Tequila Drink is LIKE a Margarita	04 Nov 2024	00:03:56
https://www.facebook.com/share/p/e9PghHbdGqjAYgZQ/ Join Jason Littrell, an expert in beverage brand sales and marketing, as he dives into the importance of branding your cocktail menu effectively. Discover key strategies to make your business more discoverable and appealing to customers. The importance of framing cocktail menu items in familiar terms. How customer searches influence business discoverability. The role of reviews and Google Business Profiles in attracting customers. The relationship between cocktail names and customer satisfaction. Practical advice for improving the visibility of your bar or restaurant. "Controversial Take on Tequila Drinks: 'Every if you have a tequila drink on your menu, it's a margarita.'" — Jason Littrell [00:00:11 → 00:00:15] Why You Should Name Your Cocktails After Popular Drinks: "If you are not representing a drink in the frame of something that the guest already knows, like a margarita for instance, then, when they go to look for the thing that they know, they're not gonna find you." — Jason Littrell [00:00:32 → 00:00:44] ### How Menu Descriptions Drive Online Searches: "And then when people the next person looks for Margarita, it's gonna say Margarita near me. And then it's gonna populate in, it's gonna populate in that search." — Jason Littrell [00:01:52 → 00:02:00] When the Buzz Fades: "This is what happens when the word-of-mouth fades. This is what happens when you're not cool and new anymore. There's no more press." — Jason Littrell [00:02:03 → 00:02:10] How Google Affects Business Visibility: "Google is in the relevance business. So if they don't serve you what the something that they think that you want based on your search terms, which, you know, may or may not show up in your Google Business Profile or your res or your reviews, then you're leaving a lot on the table." — Jason Littrell [00:02:42 → 00:02:59] Why Bars Should Optimize Their Google Business Profile: "But because of the heinous and miserable failure rate of bars, like, why not make yourself more discoverable?" — Jason Littrell [00:03:31 → 00:03:36] Viral Life Advice: "You're only new once and you're not gonna be cool forever. So I would just say that this is kind of a hack and, you know, do it or don't do it. But do it." — Jason Littrell [00:03:46 → 00:03:54] hospitality, strategy, Jason Littrell, tequila drink, margarita, Facebook post, creativity, guest satisfaction, consumer psychology, Google search, beverage marketing, bar discoverability, business strategy, Lower East Side, Manhattan, drinks menu, Google Business Profile, restaurant reviews, cocktails, tequila, management consultant, Kinetic Management Systems, bar marketing solutions, brand sales solutions, staff engagement solutions.
	Interview with Shawn Soole LIVE on the Post Shift Podcast	11 Jan 2025	00:48:56
Join Shawn Soole and expert Jason Littrell as they delve into the intersections of hospitality and artificial intelligence in this engaging episode. Learn actionable insights and strategies to thrive in today’s evolving industry landscape. Challenges faced by independent bars and restaurants. Importance of automation and AI in staffing, HR systems, and review management. The significance of implementing effective onboarding and continuous staff engagement practices. Leveraging AI for reputation management, marketing integration, and operational efficiency. Jason's advice on AI's potential, the critical first 100 days for new employees, and the art of listening. 00:00 AI in hospitality is today's podcast topic. 05:46 Uses AI for interview questions, simulating Sean Seul. 09:13 AI personalizes and automates feedback request responses. 12:46 Assign marketing-focused client contact; automate review management. 13:35 Utilize NPS surveys to improve customer feedback. 19:09 Focus on strategy and utilize free tools. 19:55 AI assists, but storytelling maintains emotional connection. 26:13 Automated HR systems manage onboarding and reminders. 29:10 Pool shrinking; career advancement needed in hospitality. 30:18 Innate service gene influences hospitality career choices. 33:29 Teamwork enables success beyond individual efforts. 39:34 Dead Rabbit surprises guests, boosting spending and partnerships. 43:13 Mindset evolves; past doesn't define future. 45:35 "My legacy is my son growing quickly." 48:05 Hospitality tech needs updating; sharing links soon. -- In this episode, I sit down with ‪@jasonlittrellofficial‬ of Kinetic Management Systems to chat about the rise of AI in the hospitality industry and how he shows clients how to implement it in their everyday for guest retention to staff on boarding. Really eye opening conversation about the future of AI in the hospitality space. FOLLOW US ON INSTAGRAM – Shawn Soole / shawnsoole Soole Hospitality Concepts / soolehospitalityconcepts FOLLOW US ON TWITTER - / shawnsoole FOLLOW US ON YOUTUBE - / @postshiftpodcast Independent bars, restaurants, customer engagement, AI, automation, Applebee's solutions, software as a service, business plans, HR systems, continuous recruiting, staff incentives, onboarding, staff retention, pandemic impact, career progression, reputation management, Google ratings, review responses, AI in hospitality, Dead Rabbit strategy, feedback systems, Jason Littrell, Kinetic Management Systems, AI tools, marketing integration, technology in bars.
	Engage Guests & Boost Sales with an Evergreen Scavenger Hunt for Your Bar, Restaurant, or Event.	02 Nov 2024	00:01:54
Discover how our Evergreen Scavenger Hunt transforms your venue into an unforgettable, interactive experience for guests. This simple system uses hidden QR codes to keep visitors engaged while boosting your business. https://youtu.be/8_PNanjkTRQ?si=IsxBplo-vy1RQ6k3 Learn about the key benefits: a full reputation management suite for collecting positive reviews, a missed call text-back system to ensure no guest inquiries are missed, and automatic follow-ups to increase repeat visits. Perfect for creating buzz and making your venue a must-visit destination. Watch to see how it works! To book a call and install this in YOUR bar or restaurant, please head to https://kmsops.com and book a call! Scavenger Hunt, Guest Engagement, Venue Marketing, Interactive Experience, Reputation Management, Repeat Business, QR Code Marketing, Hospitality Tools, Automated Follow-Up, Missed Call Text-Back
	Never Miss a Guest: How Missed Call Text-Back and AI Can Revolutionize Your Hospitality Business	19 Nov 2024	00:04:27
In the hospitality industry, every missed call is a missed opportunity. Guests expect fast, responsive service, and if they can’t get the answers they need quickly, they may move on to a competitor. Fortunately, modern technology offers a solution: missed call text-back systems and conversational AI. These tools can provide exceptional service, even when your team is busy or off the clock, ensuring that your business is always “on.” Here’s how implementing these technologies can elevate your guest experience and boost your bottom line. The combination of missed call text-back systems and conversational AI represents the future of guest communication in hospitality. These technologies ensure that your business is always open, responsive, and ready to provide top-notch service. By embracing these tools, you can elevate the guest experience, improve efficiency, and grow your business. Ready to transform the way you communicate with your guests? Join our community of ambitious hospitality operators at hospitalitystrategylab.com for more insights, resources, and support. And don’t forget to rate and subscribe to the Hospitality Strategy Lab podcast to stay updated with the latest trends and expert advice!
	Why Responding to Every Review is Critical for Your Hospitality Business (and How It Boosts Your SEO and Reputation)	11 Nov 2024	00:04:33
Online reviews have become a cornerstone of consumer decision-making, especially in the hospitality industry. According to a recent survey, 93% of consumers say online reviews influence their purchasing decisions, and businesses with high engagement on review platforms tend to see better visibility and guest satisfaction. But why is it so crucial to respond to every review, and what are the tangible benefits for your SEO and overall reputation? Responding to every review—whether it’s positive, neutral, or negative—can have a significant impact on your business’s online reputation and SEO. Not only will you improve your search engine rankings, but you’ll also build trust and loyalty with your guests, which translates to long-term success. Want to learn more about reputation management and SEO strategies for hospitality? Join our community of ambitious hospitality operators at hospitalitystrategylab.com for exclusive resources and support. And be sure to rate and subscribe to the Hospitality Strategy Lab podcast to stay updated with the latest insights and expert interviews.
	Mastering Reputation Management: How to Make Your Hospitality Brand Grow	01 Nov 2024	00:03:58
In the digital age, a business’s reputation can make or break its success, especially in the hospitality industry. With online reviews and social media playing a major role in how guests perceive your brand, reputation management has never been more critical. The good news? With the right strategies, you can turn even the toughest feedback into an opportunity to elevate your brand and build a loyal guest base. Here’s how to master reputation management and make your hospitality brand shine. Reputation management isn’t a one-time effort; it’s an ongoing practice that should be part of your company culture. Empower your staff to deliver exceptional experiences, and create a feedback loop where guest input informs how you operate. When reputation management becomes second nature, your business will naturally shine. Ready to take your reputation management to the next level? Join our free community of ambitious hospitality operators at hospitalitystrategylab.com for more tips, resources, and support. Plus, be the first to know when new podcast episodes drop by rating and subscribing to the Hospitality Strategy Lab podcast! Your reputation is your greatest asset—manage it wisely.
	Why Your Hospitality Business Needs a Feedback Loop	01 Nov 2024	00:03:39
Guest feedback can be one of the most powerful tools at your disposal in the hospitality industry. It’s more than just compliments and complaints; it’s a goldmine of insights that can help you continuously improve your service, boost guest satisfaction, and drive repeat business. Establishing a strong feedback loop allows you to stay ahead of issues and keep evolving with your guests’ needs. Here’s why a feedback loop is crucial for your business and how to set one up effectively.
	Kevin Pedeaux on Building St. Roch Market: Community, Vendors & Hospitality Entrepreneurship	20 Feb 2026	00:25:06
Welcome to another episode of the Hospitality Strategy Lab Podcast, hosted by Jason Littrell. In this episode, Jason sits down with Kevin Pedeaux, the driving force behind St. Roch Market, a historic multi-vendor food hall located in New Orleans. Kevin shares his journey from coffee roasting to becoming a steward of a hospitality concept built on community, storytelling, and sustainable vendor operations. This conversation dives deep into what it takes to manage and scale a successful multi-vendor hospitality model. Kevin breaks down revenue structures, vendor support systems, and operational strategies that lower barriers to entry for food entrepreneurs—while still delivering a strong, consistent guest experience for both locals and visitors. Jason and Kevin also explore how St. Roch Market balances history with innovation, the importance of curating vendors thoughtfully, and how intentional marketing and community engagement play a critical role in long-term success. [00:00:00] – Introduction to St. Roch Market & Kevin Pedeaux Kevin shares how he became involved with the market and why he sees himself as its caretaker. [02:42] – The Evolution of St. Roch Market The history of the market and its role in the New Orleans food scene. [05:25] – Managing a Multi-Vendor Marketplace How vendor relationships and operational systems are structured. [08:33] – Vendor Success & Growth Opportunities Supporting vendors through scalable business models. [11:05] – Revenue Streams & Operational Challenges Percentage-based rent, sustainability, and profitability. [13:39] – Customer Dynamics & Return Rates Why repeat customers matter more than foot traffic alone. [16:27] – Marketing Through Storytelling How community, history, and authenticity drive engagement. [19:19] – Seasonality & Consistency Managing demand across slow and busy periods. [22:17] – Opportunities for New Vendors Low startup costs and pathways for entrepreneurs. [25:03] – Looking Ahead The future of St. Roch Market and its role as a community hub. 🔗 Learn more about St. Roch Market and Connect with Kevin: https://www.strochmarket.com/ This episode is a must-listen for hospitality operators, food hall managers, and entrepreneurs interested in building sustainable, community-driven business models. Learn more: https://hospitalitystrategylab.com https://jlittrell.com Subscribe for more conversations on hospitality, entrepreneurship, and scalable business strategy.
	The Ultimate Guide to Data-Driven Decision Making for Hospitality Operators	01 Nov 2024	00:04:24
Running a successful hospitality business is all about making informed decisions that improve guest experiences and boost your bottom line. But in an industry filled with variables, how do you know you’re making the right choices? The answer lies in harnessing the power of data. With the right metrics and insights, you can transform your bar, restaurant, or hotel into a well-oiled machine that thrives on efficiency and guest satisfaction. Here’s your ultimate guide to data-driven decision making in hospitality.
	Behavioral Psychology Hacks to Keep Guests Coming Back for More	01 Nov 2024	00:04:19
Have you ever wondered why some bars, restaurants, and hotels always seem to have a loyal following of guests who return time and time again? It’s not just about great food, drinks, or ambiance. The secret often lies in understanding the psychology behind guest behavior. By using principles from behavioral psychology, hospitality operators can create habit-forming experiences that guests can’t resist. Here are some powerful psychological hacks to keep your guests coming back for more.
	How AI and Automation are Revolutionizing Guest Experience in Hospitality	01 Nov 2024	00:04:16

	Rethinking Restaurant SEO: Using ChatGPT for Better Optimization and Higher Rankings	19 Nov 2024	00:02:28
Welcome back to the Hospitality Strategy Lab, where science meets service. I'm your host, Jason Littrell, and today we're diving into a fascinating topic: Can ChatGPT influence SEO? Join me as we explore ChatGPT’s role in SEO strategy, its capabilities in generating keyword-rich content, optimizing meta descriptions, and creating engaging blog ideas. We'll discuss how it integrates with tools like Semrush and Ahrefs to craft high-quality answers that search engines prioritize. Remember, tech isn't a strategy—it's the tool that enhances your strategy. Stay tuned as we unpack these insights in today's bonus episode! hospitality strategy, Jason Littrell, bonus episode, ChatGPT, influence SEO, search engine optimization, keyword rich content, optimized meta descriptions, headers, alt tags, blog post ideas, content creation, search engines, engaging content, audience focused content, SEO best practices, short paragraphs, scannable headings, user intent, Semrush, Ahrefs, AnswerThePublic, high quality answers, search engine rankings, website rankings, answers to questions, crafting answers, competitive SEO tools, tech in strategy, hospitality podcast, guest experiences
	Jim Marsh on AI in Hospitality: Scaling Personalization, Chatbots & Customer Experience	10 Feb 2026	00:39:23
Welcome to another episode of the Hospitality Strategy Lab Podcast, hosted by Jason Littrell. In this episode, Jason sits down with AI expert Jim Marsh of JMC Intel to explore how artificial intelligence, chatbots, and automation are transforming customer experience in hospitality. From scaling personalization to improving data hygiene, this conversation breaks down what operators and hospitality leaders need to understand about AI — today and moving forward. Whether you run a hotel, restaurant group, or hospitality consulting firm, this episode offers practical insights on how to implement AI strategically without losing the human touch that defines great service. [00:00:00] – Introduction to AI in Hospitality Jason introduces Jim Marsh and the growing impact of AI across hospitality operations and customer experience. [02:34] – The Evolution of Chatbots How chatbot technology has evolved — and how it’s reshaping guest communication. [05:28] – Scaling Personalization with AI Jim explains how AI enables personalization at scale without increasing labor costs. [08:11] – Automation vs Human Interaction Why AI should enhance, not replace, hospitality professionals. [11:15] – Training & Strategic Implementation The importance of properly training teams to integrate AI tools effectively. [13:53] – Contextual AI & Intent Recognition How contextual data improves chatbot performance and guest satisfaction. [16:32] – Data Hygiene & Quality Control Why clean, structured data is critical for accurate AI outcomes. [19:06] – Ethics, Privacy & Trust Balancing automation with transparency and responsible data usage. [21:52] – Real-World Applications in Hospitality Practical ways AI is already improving operations and guest experience. [24:39] – The Future of AI in Customer Experience Where hospitality technology is headed next. AI in hospitality is no longer optional — it’s strategic infrastructure. This episode provides a grounded, realistic look at how operators can adopt automation responsibly while maintaining exceptional service standards. Connect with Jim Marsh LinkedIn: https://www.linkedin.com/in/jimmarsh Company: https://jmcintel.com Learn more: https://hospitalitystrategylab.com https://jlittrell.com Subscribe to Hospitality Strategy Lab for weekly insights on AI, automation, and hospitality strategy.
	How Cordelia Became Cleveland’s Best Place to Work by Putting People First	12 Dec 2025	00:27:14
Welcome to the Hospitality Strategy Lab Podcast! In this episode, host Jason Littrell sits down with Andrew Watts and Vinnie Cimino, the powerhouse duo behind Cordelia in Cleveland—named the “Best Place to Work” just two months after opening their doors. Together, they share a candid look into building a restaurant culture defined by radical hospitality, staff empowerment, and community-first values. You’ll hear how Andrew Watts and Vinnie Cimino prioritize their team’s wellbeing with industry-leading benefits and an unwavering commitment to personal growth and mental health. They discuss how lessons learned from previous workplaces—especially the challenges exposed during the pandemic—sparked a drive to do things differently, making people the centerpiece of their business. The conversation covers everything from why Cordelia celebrates every staff member, to how trusting employees to make mistakes and grow has created a truly magnetic workplace. Plus, the team reveals their approach to hiring, onboarding, and maintaining a culture where kindness is the norm and retention is a point of pride. Of course, they also offer real talk about the challenges and missteps along the way—and why putting staff first sometimes means making tough decisions. Get ready for actionable insights and some Midwest hospitality wisdom that’ll inspire anyone in the business of keeping both guests and teams happy. Whether you’re opening your first concept or scaling up to a second location, this episode is packed with the strategies and mindset that turn restaurants into workplaces people never want to leave. 00:00 "Learning Through Adversity" 05:35 "Core of Cordelia: People First" 07:10 "Empowering Growth Through Positivity" 12:14 Employee Retention and Connections 15:53 Building Team Culture Effectively 18:52 Prioritizing Team Culture Decisions 20:41 Celebrating Guests Through Generosity 25:52 "Learning, Improving, and Collaboration" 26:50 Celebrate People, Product, Process Hospitality Leadership: "You take care of them, they take care of everybody else. Right." — Andrew Watts [00:00:23 → 00:00:25] Workplace Benefits: "Medical, dental, vision, 401k, employer match, like robust vacation. We're about to roll out PTO for everybody." — Andrew Watts [00:09:13 → 00:09:20] The Power of Team Support in Hospitality: "You take care of them, they take care of everybody else. Right. I mean, not only is it the right thing to do, but it's just good Hospitality and common sense." — Andrew Watts [00:09:28 → 00:09:35] Cleveland’s Food Scene Expansion: "the next restaurant, the new restaurant is an extension of taking care of our folks, giving more opportunity for growth and progression and, you know, mobility and, yeah, learning, you know, that's the motivation for. For doing that." — Andrew Watts [00:10:59 → 00:11:14] Employee Loyalty and Career Growth: "One of our opening team members, actually, she got her, like, job that she was looking for out of college and then worked with us for a year and now still comes back and works with us every Friday. So, you know, she's still in the consulting Lab pretty often." — Andrew Watts [00:12:14 → 00:12:15] Viral Topic: Putting the Team First in Hospitality "We'll always, always and always have sided with our team first and foremost, you know, the guests can be in the wrong a lot of times." — Andrew Watts [00:17:43 → 00:18:20] hospitality, staff retention, Cordelia Cleveland, company culture, employee benefits, mental health care, 401k employer match, paid time off (PTO), hiring and training, team recognition, workplace awards, Midwest cuisine, culinary innovation, Greenhouse Tavern, pandemic lessons, community engagement, nonprofit initiatives, restaurant onboarding, guest experience, customer reviews, business growth, second location, staff empowerment, leadership, work-life balance, performance metrics, guest comps, labor cost, restaurant operations, personal development
	How AI Content Creation Is Transforming Hospitality Marketing for Bars, Restaurants, and Brands	02 Dec 2025	00:36:04
Welcome back to the Hospitality Strategy Lab Podcast! In this episode, host Jason Littrell sits down with Kyle and Rachel Ford and takes you behind the scenes of the Ford Media Lab, a trailblazing visual intelligence agency that's redefining content creation for the spirits and hospitality industry. he conversation dives into the fast-evolving world of AI-generated visuals, exploring how brands—big and small—are using cutting-edge tools to tell their stories authentically, even on a budget. If you’ve ever wondered how today’s top bars and restaurants are staying ahead in a crowded digital marketplace, or how you can leverage AI to craft cinematic content without a Hollywood budget, this is the episode for you. The discussion covers everything from the real impact of AI on brand storytelling, to practical tools and tips for hospitality operators who want to enhance their social presence and boost guest engagement. Whether you’re curious about automating content, keeping up with the latest visual trends, or simply looking for inspiration to break out of the traditional marketing playbook, you won’t want to miss these insights. Get ready to rethink what’s possible for your brand, as the HSL crew breaks down the future of content in hospitality—where creativity meets technology, and authentic storytelling has never been more accessible. 00:00 "Accessible High-Quality Content Creation" 06:24 "AI and Authenticity in Hospitality" 08:24 Creative Cocktail Menu Innovations 13:35 "AI Tools for Content Creation" 15:22 Democratizing Content for Hospitality Brands 19:02 Animating Brand Character Realistically 22:17 "Real? Nah, Make It Effective!" 27:14 AI Revolutionizing Photography & Video 30:30 "AI Enhances Video Creation" 33:02 "AI Enhances Authentic Creativity" AI content creation, hospitality marketing, spirits industry, visual intelligence agency, AI-generated visuals, hybrid content, product photography, brand storytelling, luxury lifestyle marketing, budget-friendly digital assets, restaurant/bar promotion, cinematic commercials, Sora app, consumer media priming, authenticity in marketing, automating content, character development, AI avatars, brand ambassadors, generative engine optimization (GEO), search engine optimization (SEO), photo animation tools, Luma Dream Machine, Gemini image generation, social media management, TikTok/Reels strategy, venue photography, AI-enhanced cocktail menus, timely digital campaigns, competitive branding, future of hospitality content
	Community, Trust, and Advocacy: Winning Over Women Customers in Food and Beverage	17 Nov 2025	00:34:57
Welcome to the Hospitality Strategy Lab podcast, where science meets service and big ideas meet practical strategy. In this episode, hosts Jason Littrell and Shampaigne Graves dive into the intricacies of communicating with women in the hospitality industry. Shampaigne Graves, a women’s marketing expert, shares her innovative WCR4 framework for understanding women’s consumer behavior, highlighting emotional drivers, social influences, and the critical role women play in shaping the marketplace. You’ll hear fresh insights on why women’s decision-making cycles may be longer—but ultimately more powerful—how authenticity and storytelling can build lasting loyalty, and why community connections matter more than ever, especially in bars and restaurants. From clever email strategies and the power of social proof to the importance of behind-the-scenes employee stories, Shampaigne Graves offers actionable advice for hospitality operators looking to reach, engage, and win over female customers. If you want to transform your marketing, create habit-forming guest experiences, and position your business for sustainable growth, you won’t want to miss today’s episode. 00:00 "Purchase Panic: Women as Evangelists" 04:00 Employee Treatment Drives Consumer Decisions 07:34 Building Trust Over Quick Sales 09:31 Authentic Communication Builds Trust 15:03 "Storytelling in Diverse Emails" 18:06 Storytelling Builds Hospitality Community 20:01 Community Roots Drive Restaurant Success 22:30 Women Driving Conscious Consumerism 26:22 Crisis Response for Corporations 32:21 Scaling with Strong Community Support 34:36 "Hospitality Strategy Tips & Trial" Shampaigne Graves is a pioneering expert in women's consumer behavior, dedicated to understanding how women influence markets and shape the next generation of consumers. Her unique WCR4 framework—short for Women's Consumer Research Method—dives deep into four key areas: emotional behaviors, gender socialization, intersecting demographics, and legacy consumerism. Through working closely with corporations, Shampaigne emphasizes the crucial yet often overlooked fact that women are not only significant buyers themselves but are also nurturing and influencing future consumers from an early age. Her research and advocacy continue to shift how organizations view and serve women in the marketplace. women's consumer behavior, WCR4 framework, emotional behaviors, gender socialization, intersecting demographics, legacy consumerism, purchase panic, sales cycle, evangelist customers, value-driven purchasing, virtue signaling, economic boycotts, anonymous online communities, employee treatment, high staff turnover, upselling strategies, decision making differences men vs women, storytelling in marketing, authenticity in communication, email open rates, email marketing design, audio email, community building, social proof, video reviews, hospitality marketing, restaurant branding, word of mouth, lifestyle branding, scaling restaurants
	From Staff Growth to Guest Loyalty: Behavioral Science Techniques for Modern Hospitality Operators	10 Nov 2025	00:32:02
Ready to grow your bar or restaurant? Head to https://jlittrell.com to start a free trial! https://hospitalitystrategylab.com/post/behavioral-psycology-in-hospitality-with-matt-wallaert * Welcome to the Hospitality Strategy Lab Podcast! In this episode, host Jason Littrell sits down with behavioral science expert and author of "Start at the End," Matt Wallert, to explore how the principles of behavioral science can transform guest experiences in the hospitality industry. Together, they dive into key concepts like the peak-end rule—how guests remember the best and final moments of their stay—and share practical, low-cost strategies for creating memorable send-offs. Matt Wallert breaks down his SIDE process (Strategy, Insights, Design, Evaluation) for changing behavior and reveals actionable insights for hotel owners, restaurant managers, and bar operators looking to drive repeat business, boost staff retention, and build meaningful communities centered around shared values. From the psychology of guest reviews to fostering personal growth among team members, this conversation covers everything you need to know to create habit-forming experiences and a thriving hospitality brand. Whether you want to improve guest satisfaction or build a loyal staff culture, you’ll come away with tactics you can implement right away. Tune in for this engaging masterclass on the science of service! 00:00 Applied Behavioral Science Explained 04:18 Warm Farewell for Hotel Guests 08:56 Making Bars Memorable for Guests 10:58 Growth Drives Retention in Hospitality 14:40 Supporting Personal Growth Paths 16:33 Supporting Growth Beyond the Role 21:25 "Defining and Living Your Values" 24:53 Building Community Through Shared Values 27:27 Alcohol-Free Social Spaces 29:28 "Rethinking Hospitality Strategy" * hospitality strategy, behavioral science, applied behavioral science, peak-end rule, hospitality industry, guest experience, hotel reviews, virtual checkout, positive impression, low-cost customer experience, promoting pressures, inhibiting pressures, staff retention, personal growth, staff motivation, employee engagement, values alignment, business strategy, community building, bar management, recruiting strategy, staff training, guest loyalty, customer feedback, hospitality marketing, staff development, meaning at work, employee pathways, brand differentiation, public gathering spaces, hospitality leadership

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