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Restaurant Business November 2017 / Volume 116, Number 11
Idea No. 41
The Roosevelt Room in
Austin, Texas, offers a punch
card for its cocktails. P. 38
FEATURES BUYING MENU INNOVATION

50 Great Ideas . . . . . . . . . . . . . . . . . . 38 Budgeting for charity . . . . . . . . . . . 19 All-day dessert . . . . . . . . . . . . . . . . . . . . 31
Ingenuity abounds in our Operators share how they give Full-service spots find success
annual list of business-savvy back without breaking the bank . with sweets at off-peak times .
restaurant innovations Equipped for off-premise . . . . . 22 Blended burger buzz . . . . . . . . . . . 34
from around the industry . Changing coffee culture . . . . . . . 36
CONCEPTS Cold brew, dairy alternatives
IN THE KNOW Honeygrow shrinks itself . . . . . 27 and more are stirring up the scene .
The most successful exec you’ve
The stir-fry concept’s scaled-down
never heard of, the future of tech,
spinoff is big on efficiency . IN EVERY ISSUE
ways to boost value and more . . . . . 11
Golden Corral’s revamp . . . . . . . 28 Editor’s Welcome . . . . . . . . . . . . . . . . . . 6
Reality Check . . . . . . . . . . . . . . . . . . . . . . . 8
BEST PRACTICES
Marketing teams evolve . . . . . . . . 15 Products . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Some operations are looking Advertiser Index . . . . . . . . . . . . . . . . . .55
inward for content creators . Classifieds . . . . . . . . . . . . . . . . . . . . . . . . . .55
PhotograPh by DeNNis g obis
Stay interviews . . . . . . . . . . . . . . . . . . . .16 Trend Tracker . . . . . . . . . . . . . . . . . . . . 56

Four questions that might
get employees to stick around . Cover illustratioN by JasoN ForD
Restaurant Business (ISSN 0097-8043 USPS 917-180) is published monthly by Winsight, LLC, 300 S. Riverside Plaza, Suite 1600, Chicago, IL 60606.
Copyright 2017 by Winsight, LLC. All rights reserved. Subscriptions in the U.S. $119; Canada $160; air mail outside U.S. and Canada $360. Single copies in
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N o v e m b e r 2 0 1 7 R e s tau R a n t B u s i n e s s 3
Editorial, Foodservice Marketing and Corporate
Group Media Operations Chief Executive Officer
Director Director, Michael Wood
Kelly Killian Media Operations
Chief Financial Officer
Erin Kuyper
Joe Carroll
Managing Editor
Sara Rush Wirth Production Coordinator President, Media
Christina Kayalik & Events
Editor-at-Large Ward Downing
Peter Romeo Director, Content
Marketing President, Technomic
Senior Editor Kayley Bogdan Shawn Edwards
Kelsey Nash Chief Customer Officer
Digital Production Nick Hayman
Editor Director, Digital
Heather Lalley Products & Chief Operating Officer
Development Alanna Young
Associate Editor Lindsay Holley Chief Digital Officer
Lisa White Tara Tesimu
Manager
Assistant Editor Kim Rasmussen EVP, Talent & Culture
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Web Producer
Contributing Editors Emily Adams
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Single-Copy Sales
Editorial Production President—Midwest
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Director Mark Cullum
Jennifer Bulat (312) 940-1566
mcullum@
Associate Editor winsightmedia.com
Lexi McPike
Regional Vice
Assistant Editor President—Midwest &
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n o v e m b e r 2 0 1 7 R e s tau R a n t B u s i n e s s 5
EDITOR’S WELCOME
COMFORT IN THE FACE

OF CYBERATTACKS
There’s nowhere to hide—but there
is a way to respond.
SARA RUSH
Seven. That’s the number of c-level operators who de-
clined to comment for this article. I was asking a pretty
straightforward question: What kind of response should
restaurant execs have to a data breach, and how has that
changed? I wanted to get some perspective on the danger
today, and how helpless or potent c-suiters are in the face
28
The number
of hours Pizza
Hut had a
WIRTH of the threat.
No one wanted to touch the topic with a 10-foot pole. “temporary
Managing Editor security
Obviously, it’s both really scary and really prevalent. intrusion” in
Dan Schulman, CEO of PayPal, spent much of his key- October
note presentation at the FSTEC conference—a meeting of the techie minds in
the restaurant industry in September, hosted by RB’s parent Winsight—on the
topic of cybersecurity. “There are two types of companies: those that have been
hacked and those that don’t know they’ve been hacked,” he said. “Chances
4.4%
are, hackers are trying to crack your system right now. And odds are that they’ll
succeed.”
He was clearly right. Days after we returned from the conference, word of
some new cyberattacks hit. A breach at Sonic Drive-In may have impacted mil-
lions of credit and debit cards. Some of Whole Foods’ taprooms and full-service
restaurants were compromised, not long after it was acquired by Amazon. Cus- Percentage
tomers who placed an order via Pizza Hut’s website or mobile app might have Sonic Drive-In’s
had their information exposed. stock fell Sept.
This led to a discussion in our office. In just a few years, the perception of a 27, following
breach has shifted from a huge faux pas that can potentially tank a brand to a public news of
bad-but-almost-understandable occurrence. Have we just accepted that data its breach
breaches are more common now? According to my officemates, yes. Well, kind
of. We as consumers are more aware of them, if nothing else. After all, the aver-
age American is hit more than 10,000 times a day, according to Schulman. He
rattled off some more eye-opening stats: A consumer identity is stolen every
430M
two seconds. And 39% of Americans have been a victim of a cybercrime in the
last two years.
But it’s the response from execs that can make or break the public perception
of the breach. A quick poll of the office made one thing clear: Silence is the worst
possible response. Consumers want as much transparency as legally possible
(we aren’t unreasonable—we know there’s always an ongoing investigation). Number of
We want to know, as soon as possible, that there was an attack and personal variances of P ORTRAIT BY OLIVIER KUGLER
malicious
information was compromised. We want to know the brand is taking action
software
to figure out where there was a lapse in security. And, above all else, we want introduced last
to know that the brand is sorry and plans to take action. Maybe, if those things year, according
are said, a cybersecurity issue won’t be as awful for an operation, after the fact. to PayPal CEO
Don’t get me wrong—a hack will still suck for business. Heck, retail giant Dan Schulman
Target agreed just this May to pay $18.5 million in a multistate settlement for
its 2013 data breach. But so much of what may coax customers to come back to
a brand is in the reaction of the top dogs at the most critical moment.
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REALITY CHECK
Mascot misfires
If there were a hall of fame for
restaurant misfires, a whole wing
would be devoted to mascot choices.
Need we mention Quiznos’ Sponge
Monkeys, Burger King’s Herb the
Nerd and Domino’s The Noid?
The most recent nominee for
inclusion: Denny’s sausage character,
whose official name is Sausage. He
sports eyes, a jaunty fedora, four limbs
and a set of teeth, but viewers on the
internet took one look at Sausage and
decided, “Hey, that’s a turd!”
An inviolate rule of marketing:
You don’t want an emblem of your
brand to look like excrement. And in
the age of social media, that was the
perception spread online.
Denny’s, to its credit, responded
with humor, though an unbending
defense of the choice. It posted a
picture on Twitter of a despondent
Sausage sitting on the curb with his
friend and fellow Denny’s mascot,
GREAT IDEAS? NOT THESE

Bacon, a slice of pork belly with arms.
“I’m just a sausage … I can’t help the
way I look,” laments the character.
Starbucks’ e-commerce retreat

Hold your nose and consider these notions. The coffee king’s decision to unplug
I
its thriving e-commerce business—
a move based on expectations that
online holiday shoppers will buy their
n an issue packed with big the margins today. beans and gift mugs in Starbucks units
ideas, it’s only fitting we pause instead—could end up on next year’s
and salute the real stinkers— Replacing menu boards with bad-idea list. But there’s no ambiguity
the notions that were somehow handheld menus about an earlier foray into internet
greenlighted instead o f Sorry, Zoes, but we didn’t see the sense retailing by the tech innovator.
prompting hushed comments about in scrapping your menu boards at PETER ROMEO Today, Starbucks is universally
the originator seeming so normal selected units and letting patrons pick Editor-at-Large recognized as a lifestyle brand. We
otherwise. While sensible parties up a printed menu instead. The notion forget that it mistakenly tried in
safeguarded the children and alerted was to take the pressure off customers the 1990s to forge that impression
authorities, the warped pet projects waiting in line—no longer would they by putting the Starbucks name on
somehow crept into being. feel rushed to read the menu board household products and selling them
But the context has to be and place their orders, “having the online. Hardcore fans could purchase
remembered. Dire times tend to consumer from behind kind of push a Starbucks-brand lamp, among other P ORTRAIT BY OLIVIER KUGLER
put businesspeople on the express them,” as CEO Kevin Miles put it. furnishings.
bus to crazy town. A harebrainer Instead (or so he bets) patrons could The gambit bombed, as did
floated during the spitballing stage grab a printed menu like the ones used Starbucks’ attempt for several years
can sound like a flash of brilliance in casual dining and leisurely peruse it to plant itself squarely in the music
when the alternatives are layoffs and before getting in line. retailing business by opening CD
more filleting by investors. So we’ve Executives said the handheld menu stores. It eventually retreated from
included a few historic misfires for was well received, but we haven’t that venture, too, focusing instead on
gauging how the industry is pushing noticed any widespread rollout yet. selling discs in its coffee cafes.
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Leadership
THE MOST SUCCESSFUL “We try to be non-
RESTAURANT EXEC corporate in our

approach. We want
YOU’VE NEVER HEARD OF

folks at every
level to feel free
to give ideas.”
A s CEO and presi-

dent of Good Times
Restaurants, Boyd
Hoback oversees a
two-concept public
company with wide-open expansion
prospects and little of the financial
trauma deviling higher-profile opera-
tions. Good Times Burgers & Frozen
ly the rationale for the better-burger
fast casuals that would follow.
Hoback would steer Good Times
through the Great Recession, which
walloped the brand. But Hoback and
his team forged ahead with a bet that
the public would embrace a burger
made with additive-free beef from
ranches that used no hormones.
presented strong unit economics.
Good Times acquired 48% of Bad
Daddy’s, and, after liking what it saw,
bought the other 52% for $21 million.
Hoback emphasizes maintaining
two distinct cultures. A QSR chain like
Good Times “is really a lot of little fac-
tories. We’re really process-driven,”
says Hoback. “Bad Daddy’s, on the
Custard has been one of the few QSRs The move became a point of dis- other hand, is a very hospitality-driven
to see traffic grow, with same-store tinction. “We look at what the big experience. It’s an hour visit.”
sales for the quarter ended Sept. 26 ris- guys can’t and won’t do,” Hoback says. Operationally, there’s a challenge
ing by 3.9%. Rarer, full-service concept “The supply chain wasn’t there for the to not let things get wobbly, particu-
Bad Daddy’s Burger Bar bucked casual big guys to go to all-natural.” larly at the unit level. Hoback says the
dining’s malaise to post a 1.4% rise. Years later, looking to diversify, Ho- guiding principle is “fun and firm”—
20%
Yet, the spotlight has missed Ho- back took a peek behind the curtain “fun at the unit level, but with firm
PHOTOGRAPH BY BRIANNA CILLE SSEN
back, even when he made moves that of a full-service burger restaurant by boundaries and expectations in place.”
presaged what would establish CEOs Dennis Thompson, co-creator of Lone The approach echoes what Hoback
of bigger operations as industry oracles. Star Steakhouse, Fox & Hounds and says is his business philosophy: “Our
It was Hoback, the one-time bus- Bailey’s, that was getting attention in bottom line is process-driven, our top
boy, whom principals of full-service Percentage of the Carolinas. Hoback saw a differen- line is people-driven.” —Peter Romeo
burger chain Round the Corner tapped
sales coming tiated concept with high volumes (it av-
from the bar
to head a convenience-driven spinoff. at Bad Daddy’s erages about $2.7 million in annual unit For more on Hoback’s
The idea: a QSR serving burgers of a Burger Bar; sales), healthy margins (now at about leadership, go to
quality associated with full service, but checks average 20%) and a modest footprint. Casual restaurantbusinessonline.com
with moderate prices. It was essential- $18.50 dining was tanking, but Bad Daddy’s
N O V E M B E R 2 0 1 7 R E S TAU R A N T B U S I N E S S 11
IN THE KNOW
Technomic Trend Watch Future View
DELIVERING TECHNOLOGY SET TO ROCK THE INDUSTRY

VALUE BEYOND “Robots are going to be running the front of house and back of house in the fu-
PRICE SLASHES ture,” said Mark Freeman, senior manager of global dining services at Micro-
soft, at the FSTEC conference, the industry’s meeting of techie minds, hosted
by Restaurant Business parent Winsight in September. While artificial intelligence
isn’t taking over just yet, there are advances—either rolling out now or just on the
horizon—that will make running a restaurant a little different. In-the-know tech
experts shared what they’ve seen, what they’re excited about and what they’re
keeping their fingers crossed for. —RB Editors
No more cash Driverless cars emerge Impact on HQ hiring

registers The impact of vehicle Some speakers stressed
Tech execs expect tech was the subject the importance of
Consumers still equate value with low cashiers and physical of gut speculation, but hiring analysts, while
prices and big portions. But operators POS systems to go there was considerable others, such as Anand
can promote value without relying on extinct. Maureen agreement on certain Gala of Gala Capital
meal deals alone, finds Technomic. Cushing of Union upshots, such as Partners, said the right
Here’s how to up the value equation. Square Hospitality that drive-thrus will dashboard and data-
—Brett Dworski and Patricia Cobe Group said she expects soon be humanless, generating software
POS to be replaced by with automated cars should provide easy-to-
personal devices. retrieving orders. absorb intelligence.
1. MIX UP COMBO DEALS
Fifty-six percent of consumers say
they’re likely to buy combo meals, a
7% increase from two years ago. Also
on the rise are combo deals that cost
diners $1 per item, such as Krystal’s Sensors everywhere Seamless inventory Drones are dropping
Mix 5 for $5 promotion. As the cost of sensing Freeman of Microsoft They are becoming
devices has come envisioned an a reality for some
down, their use has automated inventory operations. Freeman
2. MAKE LTOS TRULY LIMITED increased, speakers management system recounted a sushi meal
agreed. Farmers that “will know exactly he’d had delivered
Younger consumers in particular see are using them to what you need and via drone, and tech
value in experiencing a can’t-miss monitor crops, and one when, even tracking journalist David Pogue
opportunity. Twenty percent of 18- to company has installed back to the farmer noted it would be more
34-year-olds equate uniqueness with them in headquarters and when they should widespread were it not
value, which can drive LTO success. to track team activity. plant.” for federal restrictions.
3. RAMP UP SERVICE
Although fair prices and deals still Phraseology Industry tech experts gathered for the annual
reign atop the value throne, efficient
service isn’t far behind. Over 60% of “MICRO- FSTEC conference almost unanimously talked
about personalization steering restaurant’s cur-
CUSTOMIZED
surveyed consumers say speed of ser- rent technology efforts. The goal, said futurist and
vice, order accuracy and staff friendli- trendcaster Shawn DuBravac, are “microcustom-
EXPERIENCES”
ness are the top amenities that create ized experiences,” the result of using data to tailor
value in both LSRs and FSRs. a unique experience for each individual customer.
—Kelly Killian
Source: Technomic’s 2017 Value & Pricing Consumer
Trend Report, powered by Ignite
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Business
ideas you should
steal now
Marketing
MARKETERS
OF THE FUTURE
Operators are looking
Focus Brands
turned a test
kitchen at its
inward and staffing up headquarters
for more digital times. into a studio
G
and workspace.
oodbye, agencies?
S ome op erators
are bringing digital
marketing in-house,
with multidisci-
plinary teams focused on picking up
the pace for marketable content.
Focus Brands needed its market- shop,” he says. “We’re so connected rience, it’s so important to have that
ing content to come together at a to everybody, being able to get an direct communication on the digital
quick clip, a charge outside resources idea from an art director to a VP of marketing side,” says Meg Schiffman,
weren’t meeting. So earlier this year, marketing in a typical client-agency director of marketing for the custom-
Jon Gordon, VP of creative services relationship is challenging and some- izable Mediterranean concept.
for Focus, parent of McAlister’s Deli times almost impossible.” Here, ideas Cava’s creative team consists of
and Moe’s Southwest Grill, helped to get communicated in real time, going videographers, graphic designers and
create Content Kitchen, an in-house from someone’s mind to execution in content strategists—and also uses an
expansion of the creative team that as little as eight hours. in-house data science team and data
brings content to life, from videos to The Content Kitchen team is not warehouse when creating branded
GIFs and stop-motion animation. only creating marketable material content. The setup saves time and
on the fly, it’s also looking outside makes communication easier. In-
Shifting the focus inward the industry. “The team of the future stead of meetings with an outside
Focus Brands looked internally to cre- has to be innovative and understand group, the “head of digital marketing
ate the full-time Content Kitchen team how to use technology, segmentation can walk over to a product team and
of less than 10, seeking out “thinkers, and content for personalized engage- ask how something is working, and
doers and curious people.” Initial costs ment,” Gordon says. “You’ve got to how it can be used,” Schiffman says.
to purchase lighting, software and oth- keep thinking ahead and having an Schiffman stresses the importance
er equipment were minimal, Gordon understanding of what is coming of finding people who are not just able
says. Now, corporate staff for any of next—what are some things that oth- to do the job they are hired for, but are
Focus’ concepts can walk products ers are doing and how do you incorpo- also interested in what their role looks
over to the Content Kitchen for life- rate those things into your own? You like two or three years down the road.
style shots and video content for so- can’t get insulated in your industry.” “I heard a quote not too long ago:
cial media. The Content Kitchen team ‘Anybody that isn’t disrupting them-
has also executed larger shoots, even An eye on what’s emerging selves is running a huge risk of getting
dropping a microwave hooked up to a At fast casual Cava, the companywide disrupted.’” —Lisa White
video camera out of a helicopter, and mission includes digital innovation
producing high-quality commercials. that improves the overall customer ex- “You’ve got to be able to act quickly. ...
“I really can’t see any negatives perience. “Because there is a constant You can easily miss your opportunity.”
working in an in-house creative shift and change with a custom expe- —Jon Gordon
N O V E M B E R 2 0 1 7 R E S TAU R A N T B U S I N E S S 15
BEST PRACTICES
What’s going What can we

Skills
4 QUESTIONS
on? One little change to
“Hello, how are make you stay?
you doing?” can When a team
give managers member raises
TO BOOST EMPLOYEE
a lot of insight professional
into employees’ concerns,
minds, says Zivadinovic
Zivadinovic, brainstorms
RETENTION
noting that solutions with
talking like two that staffer.
friends helps She works with
keep workers team members
engaged on everything:
and foster pay, scheduling,
The answers might help an organic transfers and
operators catch staffers before conversation. more. Even
when the team
they head out the door. has an exit
interview, she
tries to turn
What does your it into a stay
best day at work interview,
look like? Lead asking the
with the positive, worker why
says Victoria they’re leaving
Vega, VP of and what
operations for changes might
corporate dining get them to stick
at contract around.
management
company
Unidine. The
company hosts
stay interviews
between direct What’s your
managers and dream job?
subordinates, Each year,
Unidine updates
W
as well as skip-
level interviews its retention
with district question
managers guide for stay
hen it comes ‘How’s it going? What’s working for and hourlies. interviews
to foodservice you?’” says Sara Anderson, director Starting these based on annual
discussions with staff satisfaction
workers with of workforce development for the
positive topics surveys. But
a wandering National Restaurant Association.
such as personal one constant
eye, the job At the University of Vermont in ask is: “What
and professional
market can be a dangerous place—at Burlington, stay interviews help re- motivations is your dream
least for operators. In this job seeker’s tain around three out of every five and fulfillment job, and how
market, more than 70% of hourly employees who are considering mak- creates more can we make
turnover is voluntary, and that churn ing a move, says Aleks Zivadinovic, productive this your dream
can cost around $2,000 per hourly human resources manager for the meetings, Vega job?” The query
employee, according to researcher dining team. Her group conducts stay says. “It’s not a often stumps
dumping ground people, Vega
TDn2K’s People Report. To stop the interviews at the 30- to 45-day mark
of complaining— says, but that
cycle, some operators are resorting of a worker’s employment. Check gives managers
it’s a
to stay interviews, like exit interviews out the must-ask questions that help collaborative, the opportunity
but before a resignation. “Take time boost retention. solution-driven to follow up
to sit down with [employees] and say, —Alaina Lancaster discussion.” with staff.
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What to buy
and
how to save
tions have raised more than $100,000

this year for charitable causes, from
Special Olympics to schools to wild-
fire relief, working with state- or
town-based groups or the local arm of
national charities.
A MacKenzie River location might
partner with an area dog park for a
Tuesday night special, giving 20% of
sales to that group. Because the cause
impacts the community directly, it
Line Item keeps customers and staff engaged.
MAKING
The chain also hosts a Tip-a-Cop
fundraiser each fall to benefit Special
Olympics of Montana. Law enforce-
CHARITY WORK
ment officers serve as “celebrity serv-
ers” and collect tips on top of what the
staff makes. James Blystone, VP of
franchising and communication for
WORK
parent company Glacier Restaurant
Group, says these events help build
an emotional connection with new
guests, resulting in repeat business.
How to give
There’s more to give than cash
without busting Donations don’t have to be strictly
the budget. monetary—food and staff time count
N
as well. Darden restaurants take part
in the Harvest program, where surplus
food that has not been served is pre-
o one wants to be a the uptick in incremental sales, 10%- pared, frozen and stored for weekly
Scrooge during the 15%, offsets the donation and makes pickups by a local nonprofit. There is
1.5%
holidays, but no busi- it a neutral proposition. a modest tax benefit for Darden, but
ness can afford to say “If I can spend my dollars and help it does not cover the sales loss of the
yes to every donation an organization in my community, and donated food. Darden PR and Com-
request, either. Building charitable en- it helps me get a hamburger in some- munications Manager Jessica Dinon
deavors into the budget and correctly one’s hands, that’s better than a TV says the program really is about using
Percentage
positioning an event can ensure that or radio ad,” he says. To get that traf- of total sales surplus food to combat a social issue.
there’s money to support the commu- fic—which helps protect against a big Culver’s When it comes to unforeseen trag-
nity, no matter the time of year. loss for the day—Anderson partners franchisee Bill edies and needs, sometimes it’s best
with an organization that’s already in Lock budgets to help first and look at ways to recoup
Swap for traditional marketing Burger 21’s target demographic; char- for annual later. Culver’s franchises have donat-
Bruce Anderson, owner of a Burger ity nights with the local high school or charitable ed meals for firefighters and police
21 franchise in Latham, N.Y., pulls his nearby college are big wins. donations officers responding to emergencies.
restaurant’s charitable contributions “We’ll do our store budgets ... and
from its marketing budget, adding it Consider it the cost of reaching plug in the charitable goal of 1.5% of
as a line item on the yearly P&L. new guests our sales,” says Culver’s franchisee
On the 21st of each month, his and A key to a successful charity group Bill Lock. “We have that projection
other Burger 21 locations donate 10% partnership is to make sure the group that we’re shooting for, but if there’s
of that day’s sales to an organization has ties to the local, target consumer urgency or need we didn’t plan for, we
that rotates monthly. Anderson figures base. MacKenzie River Pizza’s 26 loca- just do it.” —Kate Bernot
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BUYING
Red Robin’s
expediters check
accuracy before
packing up
to-go orders.
or dine-in orders, the

extra load can still strain
the kitchen, says Jason
Rusk, VP of alternate platforms
for Red Robin. Similar to BWW, the
burger chain now has a well-integrat-
ed system that sends online and app
orders to its kitchen technology, with
leader boards that show where every
order is, he says. “The kitchen man-
agement technology knows when to
tell the cook to drop a protein that
may have a different prep time than
a salad, so everything for the order
is ready at the right moment.” There
are five screens per kitchen, including
two screens at the expediter station—
one of them dedicated to orders to
go. At the to-go station, an employee
does a final check to ensure that deliv-
ery orders are correct before they’re
Equipment
OUTFITTED FOR
en can be time-consuming, as well handed over to a driver.
as a potential area for human error.
When Buffalo Wild Wings first start- Packaging improvements
ed working with third-party delivery Red Robin overhauled its takeout
OFF-PREMISE
companies, staff processed those or- packaging to maintain quality. “Our
ders manually into the POS system, old packaging was a cardboard box,
says Todd Kronebusch, VP of market thin and flimsy; you couldn’t see in-
development. Now, he says, the chain side and it didn’t maintain tempera-
has a program that sends all online or- ture,” says Rusk. Too, food often sat
Chains are pulling it ders directly into the POS, saving staff while waiting for a delivery partner.
together for takeout. time and boosting accuracy. The data So the chain rolled out recyclable to-
T
flows from the POS directly to the go containers that keep food warm
kitchen display systems, allowing the for longer, provide ventilation so fries
workflow to be automated, even from don’t get soggy and have transparent
he influx in demand for multiple ordering channels. lids to facilitate accuracy.
45
takeout and delivery is Now, more streamlining is in the For Buffalo Wild Wings, the revamp
forcing operators to act works. BWW has started working didn’t come in the form of packaging,
fast to stay competitive. with a dispatch software company to but as space for packaging. “We’ve
While some hit speed collect and process delivery orders worked on designing our restaurants
bumps as they adjust, others are ap- made through the chain’s website as to dedicate more space to processing
proaching delivery systematically. well as facilitate those placed with takeout and delivery,” Kronebusch
Number
delivery services. says. “We added additional warming
of minutes
Culling orders Red Robin’s boxes and coolers to hold completed
Whether working with a branded app packaging Tracked in the kitchen orders.” Front of house, there’s now
or third-party deliverers, receiving holds food at While delivery orders tend to come in a dedicated line for pickup of preor-
orders and getting them to the kitch- temperature earlier in each daypart than takeout dered meals. —Rita Negrete-Rousseau
A D V E R T I S M E N T
Operators Stir Up Excitement With
Frozen Beverages
S
weet, refreshing and infınitely slurpable, frozen The key for s aller operators to co pete with the big
beverages are in a class by the selves. This chains in frozen beverages is setting up a cost- and
ultra-cool fa ily of beverages—which includes labor-effıcient blending station behind the counter.
s oothies, frozen cappuccinos, shakes and iced, “Restaurants want to provide the best tasting food
blended creations of all sorts—has a wide and growing as fast as possible with the least a ount of labor,”
popularity. Fifty-one percent of consu ers said they says Michelle Davis, Sr. Director of Sales for f’real
ordered a frozen beverage fro foodservice in the Foods. “In addition, they don’t have a lot of capital to
last onth, according to Techno ic’s 2016 Beverage spend, or space in their kitchen, so equip ent needs
Consumer Trend Report, powered by Ignite, and 30% of to be inexpensive with a s all footprint.” F’real foods
consu ers said they are purchasing frozen beverages has built a new behind-the-counter frozen beverage
now ore than they were two years ago. blending syste with these exact require ents in ind.
The ost craveable creations by ajor chains include

Starbucks’ Frappuccinos, Dunkin’ Donuts’ Coolattas, Restaurants want to
McDonald’s Frappes, Sonic’s slushes and Ja ba Juice’s provide the best tasting food as
s oothies, according to the Techno ic’s Beverage
report. But these bigti e players are not only creating fast as possible with the least
these concoctions, they’re driving the category, building
consu er awareness and paving the way for s aller amount of labor.
operators and e erging brands to cash in on the
opportunity as well. New and innovative equip ent Unlike any other frozen beverage achines, f’real’s
has enabled aspiring fast-casual and quick-service B7 Blender has a s all footprint. It has no need for an
restaurant operators to sell blender- ade signature ice achine, drain or water line and offers one-touch
frozen beverages without having to invest in costly, blending in less than 40 seconds. Plus, it is easy and
labor-intensive equip ent that takes up a lot of space. quick to use, with no easuring, scooping or pouring,
and the ixing head si ply twists off aking it easy to
A growing nu ber of operators—such as Potbelly, Mod wash and sanitize.
Pizza, Which Wich and S ashburger—are discovering
the benefıts of selling frozen beverages, which are As the larger restaurant chains continue to drive
effective check builders that generally have higher profıt awareness for the frozen beverage category, ore and
argins than food ite s and require little labor or skill ore of the s aller operators and e erging chains are
to prepare. fınding innovative and cost-effective ways to capitalize
on these trends while offering higher quality products
For more information on the f’real Behind-the-counter Blender, in both classic and unique flavors that convert cool
please visit www.freal.com/retailers, or call 1-877-FOR-REAL beverages into cold cash.
BUYING
3
Products
21
NOVEMBER PICKS
2 32 42 52
E DITORS’ PICK McCain Cater to dietary Somerdale Vulcan’s
The new Revlar Foodservice restrictions with International countertop
waterproof,
tear-proof paper
now offers Extra
Crispy Coated
RiceSelect’s new
red, white and
launched its
Savile Row
fryers, designed
to sit on top of 4
from Relyco Fries in a tricolor quinoa Cheese Co. line a refrigerator
helps create shoestring cut, varities from of cheeses for or freezer
lasting menus 1/4 inch thick. Riviana Foods. foodservice base, are ideal
without the The new cut The versatile applications. for operators
need for plastic offers the same gluten-free The line with a smaller
protectors, extra-thick whole grain is a features classic footprint.
lamination or batter as the complete source British cheeses The fryers are
reprinting paper regular cut but of protein, such as Mature available in
menus. The line stays crispy for providing Farmhouse two models:
is made with longer, making nine essential Cheddar and the 75-pound
long-lasting them easier to amino acids, Blue Stilton, as CEF75 and
pure synthetic serve and hold and is low in fat, well as specialty the 40-pound
material that during peak cholesterol and blends including Energy Star-
is impervious mealtimes. sodium. The Cheddar with certified CEF40.
to grease and mccainusa quinoa comes Mustard Seed They feature
chemicals, and is foodservice.com prewashed & Ale and analog controls
durable enough and ready to Cheddar with and quick,
to stand up cook, and can Horseradish & easy filtration
to water and be prepared in Parsley. to encourage
resist tearing. as little as somerdale.com regular filtering
15 minutes. and extend
5
relyco.com
riceselect.com oil life.
vulcanequipment.com
We’d bet the
farm on it.
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Family Ownership
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Concepts that
are changing
the game
Art of the Business Small and
INSIDE HONEYGROW’S
simplified
Honeygrow
offers 89
SCALED-DOWN CONCEPT
menu items;
Minigrow
has just 36,
including its
signature
Minigrow, the lower-tech, three-wheat
slimmed-down spinoff, amps up efficiency. mazemen
noodles that
can be prepped
in advance
HoNeygrow fouNder aNd Ceo Justin Rosenberg and held. The
wanted to expand his fast-casual stir-fry concept, but, too menu allows for
assembly-style
often, locations were too big, too small or too expensive. ordering and
His solution: spin off a concept that’s a fraction of the a streamlined
kitchen, with a
footprint, with a simplified menu that requires minimal smaller exhaust
back-of-house equipment. The end result is Minigrow, hood and lack
of fryers that
designed for high-volume efficiency in urban centers with cut square
heavy lunch traffic. Minigrow opened in New York City in footage from
October; three more are in the works. —Heather Lalley Honeygrow’s
2,500 to 1,800.
Bye-bye,
kiosks
Minigrow
ditches
Honeygrow’s
kiosk ordering
for two reasons,
Rosenberg
says. First,
kiosks are a big
investment.
Second,
Minigrow,
with its limited
SKUs, can serve
more guests
with face-to-
face ordering.
Still, Rosenberg
says he expects
Minigrow to
be less labor
intensive than
Honeygrow
and operate
with fewer
employees.
CONCEPTS
T
Concept Makeover
GOLDEN CORRAL USES

ime-motion studies of
back-of-house behav-
ior helped Golden Cor-
ral shave nearly 1,000
SPACE SMARTER
square feet from the
kitchen of the first of its newly re-
modeled units, slated to open later
this month in Greensboro, N.C.
The buffet chain revives its A consultant tracked employee
footsteps and time spent at each sta-
design for a smoother flow. tion to maximize efficiency of the
kitchen layout, while determining
the optimal location for the freezer,
cooler, cooking equipment, exhaust
hoods and more, says David Conklin,
SVP of development. Conklin is hope-
ful that the more efficient design will
help save on labor as well.
As part of its revamp process, the
chain rented a warehouse and mocked
up a restaurant. One realization to
come out of the exercise: Golden Cor-
ral is bucking the trend of shrinking
dining areas, adding that extra space
to the front of house. But that doesn’t
mean it’s packing in more guests.
“We all sat at the tables and decided
to make them farther apart,” Conklin
says; total seats are being trimmed
from 400 to 350. “It was a great exer-
cise to identify pinch points.”
Diners will now be able to see into
the kitchen, too—partially. Less visu-
ally appealing equipment, like deep
fryers, will be hidden from view. Also,
Diners used to the buffet line itself is moving from
pour their own
fountain drinks the restaurant’s center to one end of
while paying the building—closest to the kitchen—
for their buffet. with seating at the other. The move
Now, servers will make the dining room quieter
bring drinks and the buffet line more operationally
to the table. efficient, Conklin says.
“It should The Greensboro location will
improve line serve as a test site, with the most suc-
speed ... and
cessful design changes to be rolled
hospitality,”
Conklin says. out gradually chainwide. —H.L.
Concept: Golden Corral

Location: Greensboro, N.C.
Footprint: 10,200 square feet
Seating: 350
Key features: Wider aisles in seating area; more
efficient kitchen layout, informed by data;
revamped exterior; smoker; fireplace
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The importance of giving customers
WHAT THEY WANT,

not just what you have.
WHAT if you can’t get something exactly the way you want?
Then you turn to Ken’s. We offer a variety of packaging options from
portion-control cups and pouches to help save time and labor, all
the way up to 200-gallon bulk packages. And of course, the more
traditional one gallon container. If you don’t see a packaging option

No one’s more
that fits your needs, tell Ken’s — and
responsive to your
needs than Ken’s. we’ll try to find a way to give it to you.
We’re available everywhere. Just ask.
Get a taste of what’s to come at kensfoodservice.com. Or order by calling 800-633-5800.

A D V E R T I S M E N T
3 WAYS
TO BALANCE
HIGH CRAFT
AND LOW LABOR
A s labor costs continue to rise, restaurant and retail
foodservice operators are seeking ways to trim the
work to produce a menu, but maintain a unique,
handcrafted approach that will keep customers coming back.
The sensory impact of flourishes added to meals, either on
the plate or in takeout containers, arguably have the most
impact on the handcrafted perception. The possibilities are
endless:
Three ways to accomplish both goals are relying on versatile • Burgers and sandwich or wrap halves stacked creatively using
ingredients, leaning on speed-scratch options and adding craft bamboo picks or signature wooden picks.
finishing touches with impact.
• Displays and vessels that add height and drama to fries and
Ingredients that can do double or triple duty are lifesavers appetizers.
for many restaurants and retailers. It starts with a well-
engineered menu that finds ways to maximize a smaller • A shower of fresh herbs or fleur de sel over appetizers or
inventory of basic ingredients. Items like housemade gravies, desserts.
sauces and dressings can make multiple appearances across
the right menu mix. Even more complex dishes like chili • Seasonal or holiday-themed touches: dessert portions dusted
or mac and cheese can stand on their own and be worked with pumpkin spice in the fall, holiday-shaped cookies at
into burgers, hot dogs, appetizer bites and other options. A Christmas, heart-themed garnishes for Valentine’s Day.
popular and easily prepped item like queso can boost the
flavor profile of nachos, sandwiches, Mexican-style pizza and • A pop of color—fruit and vegetable garnishes, fresh herbs—to
more. Marinara works in pizza, pasta, on sandwiches and as reinforce the fresh, made-here message.
a dip with breadsticks.
• An unexpected touch: fried multicolored tortilla strips on the
Relying on speed scratch goes a step further, removing salad that provide crunch and visual appeal, fresh-made
sometimes demanding and time-consuming prep work and croutons atop or alongside soups, cheese grated over the pasta
allowing kitchens to operate efficiently with fewer highly at service.
skilled team members. Portion-controlled proteins—both
cooked and raw—eliminate the need for butchery skills.
Sauce, soup and gravy bases can boost the flavor of braises
and vegetables, inspire signature dips for appetizers and
fries, enhance sandwiches, bind casseroles and lasagnas and
more. Precut vegetables and fruits add a fresh element while
reducing not only labor but also waste. Specialized items like
desserts and breads are often better sourced parbaked from
specialty producers than handled in-house; baking them on
the premises reinforces the handcrafted image.
Fall
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See how we can help you increase sales and profits, contact your Blount sales rep
at 800-274-2526 to learn more.
www.blountfinefoods.com
MENU INNOVATION
Ideation
BETTING ON THE BLEND

Getting consumers on board with a burger that’s part veggie
1
ADVANCE PREP
might not sound like the easiest task. So when Fiore Moletz, EASES OPERATIONS
chef-owner of Burgh’ers, created a blended burger that replaces To prep the blended
some of the local, grass-fed beef with portobello mushrooms, he burgers, one of the line
cooks cleans and dices the
promoted it as a healthier, lower-calorie option at the Pittsburgh- mushrooms, then marinates
based restaurant’s two locations. “Our guests are very health- them for 24 hours in salt,
thyme and garlic. The
conscious, sustainability-minded and active,” he says. The next day, the mushrooms
blended patty—marketed as #theblend on the menu— are roasted to enhance
THE
their flavor, says Moletz.
now generates 10%-15% of weekly revenue. —P.C. When an order comes in
for a blended burger, the
RESULT mushrooms are ready to go
17%
and don’t hold up the line.
Burgh’ers Fox Chapel
beef and portobello
blended burger;
$13
2
Percentage of
consumers who
would consider
MAXIMIZING MARGINS
ordering a Burgh’ers’ locally sourced
blended patty beef keeps going up in price,
with meat and Moletz says. Mixing the
nonmeats, beef with mushrooms lowers
swaying most food costs and improves
heavily toward margins, but the dicing
females and and roasting requires more
Gen Zers1 labor. So Moletz charges an
extra dollar for the blended
burger—$13 instead of $12—
and customers can spec the
patty for any of the 12 burgers
on the menu. Burgh’ers’
guests don’t balk at paying
a little more for an item with
a health halo, he says.
4
#THEBLEND AS
MARKETING TOOL
The hashtag serves as an immediate entry
into Instagram and Snapchat. Customers see
3
BUILDING THE BUZZ
the hashtag and it’s a trigger to start taking and
tagging photos, says Moletz. Because #theblend
is also used by the sponsors of the competition, Burgh’ers launched the blended burger as a special after it was
it’s difficult to quantify Burgh’ers’ unique named a finalist in a national recipe competition. Moletz played
followers, but Moletz reports that the hashtag up the win, and news spread via word of mouth. To capitalize on
has built business at his two locations. the buzz, he made it a permanent menu item, labeling it #theblend
on the menu. “The name starts a dialogue at the table and gives
servers the opportunity to explain its health aspects,” he says.
34 R E S TAU R A N T B U S I N E S S N O V E M B E R 2 0 1 7 1
Technomic’s 2017 Burger Consumer Trend Report, powered by Ignite
Idaho Potato Pairings ®
Idaho¨ Potatoes & Roasted Chicken

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9 Idaho® Potatoes A Chicago landmark for over 20 years,
3 Whole Chickens La Scarola makes this specialty dish
1 ½ C White Wine with crispy roasted chicken, sweet
1 ½ C Frozen Peas peas and Idaho® Potato wedges, all
Chefs/Owners swimming in a mouthwatering garlic
Armando Vasquez and white wine sauce.
Joe Mondelli Passionate About
For this and other recipes from chefs
La Scarola
who are passionate about Idaho®
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MENU INNOVATION
are actively investigating integrating

tap-and-go tech to reduce friction.”
Cold brew on tap

Iced coffee sales hit $5.1 billion in 2016
and are expected to reach $10.2 billion
by 2021, according to Technomic’s
2017 Beverage Marketplace Report. For
operators, draft systems for trending
cold-brew coffee are gaining populari-
ty, and they’re finding tap systems are
easy to use and maintain quality. Chi-
cago wine bar and restaurant The Lu-
natic, The Lover & The Poet offers cold
brew on tap, says Managing Partner
Tom Powers. “From a true business
standpoint, it’s 100% yield. I have no
variation [in quality]; I don’t have to
worry about how long ago it’s been
made … I get a perfect delivery every
time,” he says. “There’s zero waste.”
Dairy alternatives
Coffee drinkers continue to demand
Bar: None
SOMETHING
alternatives to dairy such as almond
or soy milk, Smith says. Pret A Man-
ger recently stopped charging 30 to 50
TO POUR OVER
cents extra for them. Smith declined to
give specific costs, but says, “The in-
vestment felt like a viable and appeal-
ing one, so we made it happen.” The
move has been received positively.
What’s now and next in “Our customers love it,” he says.
coffee culture. Plugging in
Despite the grab-and-go trend, some
N
consumers still stay put, and operators
are catering to their needs through
design. “The biggest thing a coffee
o longer are players ger has focused on expanding break- customer is looking for is an outlet,”
14.8%
in the coffee space fast sales and emphasizing its organic says Richard Labriola, chief dough-
all striving to be coffee, says Olly Smith, head of brand boy of Chicago-based Stan’s Donuts
that “third place” development. Now, it’s working on and sister concept Labriola Bakery
like Starbucks once speeding service for drip coffee orders. & Cafe. “There are never enough.
was. McDonald’s recently revamped Zia Ahmed, senior director of You need to have a lot of perimeter
Percentage
its McCafe lineup to offer more intri- dining services for The Ohio State tables.” Smith says Pret a Manger
sales of iced
cate beverages for less, and even Star- University, faced a similar conun- coffee are has seen an uptick in stay-and-work
bucks has shifted, rolling out more of drum with soft drinks, so he pursued expected to customers in recent years. Because of
its roastery locations. So what does a frictionless transaction solution. grow by 2021; this, the chain is improving in-store
the coffee culture look like today? We OSU embedded a chip into reusable volume is connectivity, comfort of seating and
checked in with operators to take the cold-beverage cups, allowing stu- expected to access to electrical outlets. “Refining
pulse behind their counters. dents to go to the dispenser without jump 11.2% the experience of people who want to
waiting on a cashier. While Smith says sit and work ... is something we are
Source: Technomic’s
Faster drip pickup Pret is still in the exploratory phase, 2017 Beverage doing every time we do a new shop,”
Marketplace Report,
Over the last three years, Pret A Man- “the filter coffee station is an area we powered by Ignite Smith says. —Lisa Arnett
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1
50 Operators strive to attract both staffers
and customers with “cool” ideas that set
their concepts apart. But what does it take
for an innovation to stand out as well as
make sense for business? We present 50
smart, trend-forward ideas that have hit the
restaurant industry throughout the year.
The RB Editors
/ Illustrations by Jason Ford
GREAT
IDEAS
CHOOSE-A-SIZE MENU OPTIONS 2 3

Instead of crafting separate dishes for shareable
snacks, individual entrees and family-size meals, Guesswork-free mocktails Wi-Fi FOR LIKES
Joselito Casa de Comidas restaurant in Washington, Often with mocktails, servers ask the guest’s flavor The Kerryman, an
D.C., offers its entrees in three portion sizes— preferences, giving the bartender free rein as well as Irish pub in Chicago,
tapas, half portion and full portion—at tiered prices. taking up their time. The Grocery in Charleston, S.C., offers free Wi-Fi
Guests can craft the meal however they’d like. doesn’t list mocktails on the menu, but inquiring guests service—but only
Opposite page: Tuna crudo, avocado mousse, are handed a printed menu with four options, named after customers
pineapple-ginger sorbet, almonds and cilantro for their flavor profiles, for $5 each. “like” it on Facebook.
38 R e s tau R a n t B u s i n e s s N o v e m b e r 2 0 1 7
Food by execu tive cheF david Sierra; PhotograPh by Stacey blom Strom
FULL PORTION
HALF PORTION
TAPAS
G R E AT I D E A S G R E AT I D E A S G R E AT I D E A S G R E AT I D E A S G R E AT
5O I D E A S G R E AT I D E A S G R E AT I D E A S G R E AT I D E A S G R E AT I D E A S
4
FINE DINING AT A DISCOUNT
Thomas Keller, the celebrated chef-owner of
Per Se in New York City, has launched an effort to
“usher in a new generation of fine diners”
with his 30 for 30 Dining Experience. The limited-
time promotion provides half-priced prix fixe
meals—$175 a head for seven courses versus $325
for nine—to patrons under 30. Thirty tables are
set aside in the dining room for the deal.
5
CHUCK E. CHEESE’S ADJUSTS FOR AUTISM
Select locations of the kid-focused pizza
chain open two hours early on the first Sunday
of the month for Sensory Sensitive Sundays.
The events, which are
geared toward
children with autism
and other special
needs, feature reduced
lighting and noise
and specially trained
staff members. 8
Cocktail-like coffee drinks
6 To help upsell its coffee drinks—sold for $5.25 to $6.25—
Five Watt Coffee in Minneapolis incorporates ingredients
Summit on staffing
About 800 Dunkin’ Donuts franchisees and
more likely found behind the bar, including bitters and simple
staffers gathered for the chain’s first People
syrups. The coffee drinks all have specialty names, such as Gin
Summit in April. “It was dedicated to discussing
Basil Smash (below), giving them more of a craft cocktail feel.
best practices for recruiting, hiring, managing
and motivating employees, as well as
addressing the unique needs of a millennial
crew member,” CEO Nigel Travis said.
PhotograPh by bethCath PhotograPhy

7
STREETWEAR STYLE
White Castle added a competitive edge in attracting
talent by modernizing its uniforms. The chain
partnered with a New York fashion house to tweak
its logoed blue tees to look more like clothes people
might wear outside of work. Working with the same
designer, White Castle rolled out a line of branded
consumer gear—similar to Taco Bell’s branded
clothing partnership with retailer Forever 21.
Chef Will McCormick
Executive Chef
& Entrepreneur
MOD Restaurant
What’s on the line is about more than just choosing the perfect “location,
location, location,” for your new restaurant. Or taste testing your new menu
for the umpteenth time.
Our Tyson Restaurant Team shares your passion for success. We know the
pursuit of the perfect meal takes hard work. Grit. And sweating every detail
along the way.
That’s why we put together our Tyson Restaurant Team and Tyson
Partners Program.
From grand visions to grand openings.
From menu changes to menu printing.
From creating a concept to creating a stir.
We’ll help you find new ways to realize your vision, increase sales and earn
real rewards.
We’re listening. And we want to know,
What’s on the line?™
PARTNERS PROGRAM
RESTAURANT
TEAM
Learn more: tysonfoodservice.com/promotions ©2017 Tyson Foods, Inc.

9 1O 12 KID CRITICS
To promote its Enlightened Entrees—and get an
GROUP GOAL- ARBY’S HAS THE honest opinion out in the public—BJ’s Restaurants
SETTING MEET-AND-GREETS and Brewhouse videotaped kids trying the
Every crew member About once a dishes, offering unfiltered feedback and guessing
in the Arby’s quarter, Arby’s CEO ingredients. “Their facial expressions, empty plates
system, from and its chief people and candid remarks tell you everything you need to
franchised stores officer spend a full know,” said EVP and CMO Kevin Mayer.
and corporate day with every new
operations alike, support services
participates in team member to
Brand Champ, a communicate who 13
half-day education the brand is and
program intended what it stands for.
to focus everyone The executives meet
on the same mission, with the new team
even if their paths members as a group
are different. for dinner, making
Participants are time for one-on-one
taught how to interactions.
set goals not only
in their jobs but
also for their lives
or careers outside
of the business.
“We spend about
half the time
talking about goal
setting,” says Chief
People Officer
Melissa Strait. The executive
“This is where attention helps MOVIES ON DISPLAY
they’re starting make the new
their work life. We hires feel special
To set its decor apart from other restaurants as well
think it’s important and demonstrates as provide a bit of entertainment to guests, Cha Cha’s
to help them to how Arby’s values Latin Kitchen in Orange County, Calif., broadcasts old
start setting permeate the black and white Spanish Western movies on the wall.
goals for the rest organization from
of their lives.” the top down.
There’s no sound, so as not to distract those who don’t
want to watch, but guests can see the movie from the
bar and parts of the dining room.
11
FREE MEAL FOR NOT-QUITE-RIGHT APPLICANTS 14
San Francisco-based Dabba, an international-
fusion fast casual, is sensitive to the city’s A week to get stronger
Yum Brands’ corporate employees get to spend one whole week focusing on
sharp cost of living and considers it part of its
themselves. During Grow Yourself Week, the parent company of KFC, Pizza Hut
mission to fairly compensate workers. Even and Taco Bell hosts more than 30 professional and personal development
candidates who don’t make the team after classes for home office staff in Louisville, Ky. Speakers, such as New York
the first round of interviews are compensated Times best-selling author Dorie Clark, give attendees pointers about personal
for their time with a coupon for a free meal. branding, digital security and unconscious-bias training.
Goodness From
Every Angle.
048301-928; All Natural*

Grilled Breast Filet
038320-928;
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At Tyson Foods, we believe that nothing should prevent you from offering everything that’s
important to your patrons. That’s why you can feel good about serving Tyson Red Label™
chicken raised with No Antibiotics Ever—and your patrons can feel great about enjoying
it. Our No Antibiotics Ever promise is just one more example of our commitment to
continuous improvement.
For the full Tyson Red Label product portfolio visit:

TysonFoodservice.com/Tyson-Red-Label-Products. Or contact your Tyson Foodservice sales representative.
©2017 Tyson Foods, Inc. Trademarks and registered trademarks are owned by Tyson Foods, Inc. or its subsidiaries, or used under license.
*Minimally processed, no artificial ingredients. ADS-79-TRL
15 17
‘POT’ BROWNIE BUZZ
The Freebirds World Burrito chain generated some
marketing buzz when it decided to bring back
a discontinued dessert, a brownie baked in a tiny pot,
for April 20, aka 4/20, the day marijuana aficionados
give a nod of appreciation to the indulgence. Because
“Pot Brownie” made such a good sound bite, it
was used in media throughout the chain’s markets.
Soda flights
To drive drink sales, Longfellows coffee shop in Cambridge,
Mass., specializes in flights of housemade sodas. They’re served in 18
small glasses set in a holder, much like beer flights.
Pup-friendly takeout
Hutch American Cafe in Chicago
16 created a takeout option for diners with
four-legged friends. Customers passing
WILL WORK FOR CREDITS by can ring a bell on the patio; a server
Tuition assistance is just the tip of Chipotle’s education benefits. Employees will come out to take their order. When
at the Mexican fast casual also can earn a custom bachelor’s degree at Bellevue
University in Nebraska by cobbling together previous collegiate credits and
food is ready, Hutch staff will bring
credits earned through Chipotle’s internal training. Designed with workers’ out the diner’s check and food to them,
busy schedules in mind, students can complete the program in 18 months. no need to come inside the restaurant.
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19
DRIVING OFF-PREMISE SALES
Taco Bell and Dunkin’ Donuts partnered with
ride apps to boost their off-premise appeal.
Earlier this year, Lyft and Taco Bell piloted a
“Taco Mode,” which allows Lyft users to request
rides that incorporate a taco stop at the chain
between 9 p.m. and 2 a.m. Dunkin’ Donuts
Perks members can order from their nearest
Dunkin’ Donuts before getting on the road by
clicking on a button within the Waze app to
launch the coffee chain’s on-the-go ordering.
2O
LATE-NIGHT
HAPPY HOUR 22 24
In addition
to its traditional TOAST BAR Gritty dough
happy hour Capitalizing on the toast trend, Blue Spoon in Multiunit restaurants Hill Country
from 5-6 p.m, Portland, Maine, offers a toast bar at brunch.
Chris Cosentino’s The relatively inexpensive offering ($3) includes
Barbecue Market and Hill Country
Cockscomb in toppings such as cocoa, honey, ricotta and pickled Chicken have a trick when grilling pizza:
San Francisco peppers, allowing guests to build a customized dish Put grits in the dough. The grits
runs a late-night without taxing the kitchen with custom builds.
happy hour from
hold the dough up and add texture to
10-11 p.m. to the finished pie. Plus, they give
attract hospitality- the pizza an on-trend Southern twist.
industry workers 23
as well as night
owls looking for Text the president
discounts. No, not that president. The 30-unit Taco Mac 25
Gemma in Dallas chain established an in-store program that allows
also puts on a guests to text the brand’s president, displaying ‘ WOK UP’ WINDOW
“reverse happy the boss’s phone number and information at Generating traffic from passersby, Imperial
hour” from tables in the restaurant. Diners receive real-time Lamian in Chicago sells grab-and-go dishes from
10:30 p.m. to responses, and if a situation needs to be addressed, its window every Thursday, Friday and Saturday
1 a.m., with a call will be made to that location to resolve any night, when weather allows. Dishes—such as
deals on oysters, issues before the customer walks out the door pumpkin puffs, barbecue pork buns and fried
beer, wine and potentially posts an online complaint. Of all shrimp won tons (below)—are offered for $3 each.
and cocktails. the feedback, 70% of the texts include positive
comments on the brand, says Emily Beesley,
Taco Mac’s senior director of marketing.
21
SMARTER TIME CARDS
McDonald’s started testing fingerprint technology
two years ago, swapping out four-digit codes for
fingerprints to grant access to its registers. Now, the
burger giant is testing biometric time clocks, using
fingerprint recognition, so employees actually have
to be present to clock in and out.
26 28 3O
Kitchen roomies save space FOR MILLENNIALS, Friday interviews
Chicago’s Midnight Mac and Cheeserie BY MILLENNIALS To take the pulse of its audience, Cava interviews
and the XO Marshmallow Cafe next door are In a bid to spur some five guests every Friday. The corporate team selects
separate concepts, but they share a kitchen. healthy competition customers at random from Facebook, Craigslist or
The arrangement allows both to operate with and engage millennial Twitter, or talks to customers in outside co-working
a small footprint, saving on rent. Marshmallow staff, Cameron Mitchell spaces. Often, the team is asking about changes to
Cafe preps its food ahead, while the mac-and- Restaurants tapped Cava’s app, and seeing how easily the interviewee
cheese spot uses the kitchen during service. its young employees can use the new changes.
to craft ideas for a new
pop-up restaurant.
As part of the
company’s inaugural
CMR Millennial
31
Concept Challenge,
three teams of
NO SPORTS? NO PROBLEM
Dave & Buster’s is one of the chains no
millennial employees—
longer debating what to put on its TVs when
ranging from sous
there aren’t any live sporting events to play.
chefs to marketing
managers—were
Now, the chain plays a stream of licensed
paired with corporate viral videos, all of which are family friendly
mentors and developed and meant to make guests laugh.
prospective concepts
that were presented to
the group’s leadership
team. Concepts 32
were assessed on
menu, design, viability, All that and a bag of chips
ROI and other Retail brands garner a lot of attention with
factors. Two concepts specialty potato chip flavors, so why not
tied for first place. restaurants? To expand on the popularity of one
27 of its famous sandwich ingredients, Potbelly took
its branded hot pepper topping (which it also sells
LINKED TWO-TOPPERS in jars) and transformed it into a specialty potato
Instead of buying a combination of two-tops, 29 chip, available at its locations for a limited time.
four-tops and tables for large groups, Kismet
in Los Angeles stocked its front of house with Waste-free
two-toppers that can interlink to form larger
tables when needed. Each one has a leaf
happy hour
At the corporate
that folds up on one side and hooks on the
other side, allowing the tables to easily join or cafeteria at its f pa nda
be broken down, depending on party size. ma n so
Redmond, Wash.,
headquarters,
33 #h u
Microsoft puts A HASHTAG WORTH 1,000 WORDS
its salad bar “on Taking a hint from the popular social media handle
Humans of New York, Panda Express started sharing
sale” at the end of stories of the #HumansofPanda, focusing on its
lunchtime to help young, adorable guests. This year, the hashtag
reduce waste— took a new turn, spotlighting employees’ lives and
experience with the brand. “Social media platforms
an effort it markets
are direct opportunities to connect with followers and
as the “Food share inspiring stories about our people, brand and
Waste Happy Hour.” values,” says Communications Manager Juliam Lee.
WE PUT THE “PRO
PRO” IN
PR
TEIN Partner with Adapting industry trends to fit your operational needs is no easy task. That’s where
West Liberty Foods comes in. Our culinary, marketing and R&D experts bring decades
West Liberty Foods of experience to the table, evaluating logistics, target segments and your current menu
to design your to develop value-added protein solutions that boost your bottom line.
next custom Whether you’re looking to create permanent menu items or limited time offerings,
protein solution. we’ll deliver the flavor, format and product consistency you can rely on back-of-house.
Visit our blog for menu ideas, trends and

industry insights from Chef Aliza Katz.
wlfoods.com/chef-blog
© 2017 West Liberty Foods. All Rights Reserved.
34
SAME DISH, NEW VEHICLE
The Egg Harbor Cafe chain, concentrated
in the Chicago suburbs, refreshed one of its
eggs Benedict variations as a trendier toast,
promoting the altered dish as a new but
recognizable option. The Grove Toast, made
with the same ingredients previously on
its Grove Benny, simply switched out
biscuits for toast, leading to only minimal
changes for the kitchen. The toast saw
sales go up a sizable amount compared to
the original. Staff also reported positive
feedback, noticing a different and more
diverse consumer type ordering the dish.
35 36 38
Hybrid restaurant roles SIGNATURE MEAL KITS CLEAN PLATE
In an effort to staff smarter, fast casual Spin Jackson, Miss.-based Babalu Tapas & Tacos has COUPON
Neapolitan Pizza combined the busser and turned a restaurant best-seller into a take-home At all-you-can-eat
dishwasher positions. “We call it a bus-dish role,” win, offering its popular tableside guacamole as a Domoishi Hibachi and
says partner Ed Brownell. “They are responsible meal kit a few times a year. The kits come with all Sushi in Sterling, Va.,
for maintaining the dishes in the back, but they the ingredients portioned out individually to make guests who finish all
have a headset on and are in communication the signature guacamole, just like ingredients are of their food get a
with the front-of-house manager, and we’ll use presented tableside, with no measuring needed. coupon for a return
them to make sure that we keep the dining room The kits have been so popular that customers have visit. The deal not only
bussed so that we can turn our tables faster.” taken to preordering them when offered. encourages repeat
visits, but it also helps
the restaurant cut
down on food waste.
37
TOSSING METAL BOWLS
Looking for an edge when it came 39
to speed of service, the tossed-to- MEAT BY THE OUNCE
order salad chain Sweetgreen tried At Meat on Ocean in Santa
streamlining its equipment. Instead of Monica, Calif., diners can
order from the Daily Cut,
the typical metal bowls that staffers on
a menu that offers a wide
the line use to mix greens and toppings, variety of beef that is priced
a store in New York City has switched per ounce. This allows
to blending the salads in oversized customers to try different
cuts or customize a meal
containers that double as the customer’s from multiple choices. It
disposable takeout dish. Using the also gives the option to
serving bowl as the mixing container choose a smaller serving
overall, or to add a bit more
saves time, and it saves some water by
beef to their existing order,
eliminating the need to wash the bowls, letting them customize
the chain explained on an in-store sign. both size and price.
Courting Instagram influencers

4O 43 Prior to the launch of its latest menu, Piada
Italian Street Food held Taste Tours in five cities.
SOUND-CANCELING SLIDING DOORS Participants had to apply online to take part
Single Thread in San Francisco cooks out of an in the preview events by submitting their name,
open kitchen. At the end of the night, though, Instagram handle and an explanation of why
the restaurant doesn’t want to have its whole they are a “foodie.” To further generate hyperlocal
team stick around until the last guest leaves to buzz, Piada partnered with local drink and
start cleaning. To let staff clean and do other prep dessert vendors and held the events at spaces
throughout the night without disturbing people unique to each city. The result was an influx
in the dining room, Single Thread installed of social posts, both from social influencers and
sound-canceling sliding doors that don’t detract fans of the chain.
from the look of the restaurant but allow cooks
a more traditional back-of-house space.
44 46
HARDER-WORKING
PHOTOGRAPH BY GARRET T ROWL AND
MANAGER ON THE LINE

RECEIPTS Instead of shoving managers into an office in the
Kiosk-ordering back corner of the restaurant, Stacked: Food
concept Birdcall in Well Built puts the manager’s desk in the kitchen.
Denver worked out Described by CIO Brian Pearson as a small alcove
an efficient way for without any walls or doors, the desks are positioned
customers to identify at the end of the line, so the traffic flow from the
their own orders in line goes right by them. It’s out of sight of guests,
the pickup bay: but this allows the higher-up to jump in and help
stickers. They can’t fall right when they see signs of a problem.
off, and each sticker
lists the diner’s name
and order number,
41 and how many items 47
Cocktail punch card are in the order.
The Roosevelt Room in Austin, Texas, NO MORE AUCTIONING
It’s impersonal for a server to say, “Who had the
offers 53 specialty cocktails on double burger?” when delivering food to the table.
its menu. The cocktail bar converted 45 So instead, staffers at Vine Street Pub & Brewery
in Denver get the name of each person at the table
the menu into individual punch BOH VOICE TECH to keep track of orders, then insert a paper flag in
cards, complete with the name and Voice technology is the meal with the person’s name. This way anyone
ingredients of each. Guests who enabling managers to dropping off the food to the table can use the
check on operations customer’s name,
get all 53 drink punches receive merely by articulating providing a personal
a plaque in the restaurant and a gift. what they need to touch, even if
know. It is being they didn’t take the
adapted by Dickey’s initial order.
Barbecue Pit, allowing
42 managers to step
away from their
MAKING AN EVENING OF MENU TASTING computers yet still
Mediterranean fast casual Cava hosted a late-night, gauge operational
invite-only party to allow guests to try out new menu issues such as
items, complete with a bouncer and a DJ. The Late inventory levels and
Night Test Kitchen guest list included only influencers food safety indicators.
and chain execs, and featured a mini grocery store, All they have to
so guests could pack their own to-go bags. do is ask for the data.
master
your melt
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48 49 Martinis and manicures

It’s not just the permanent restaurant tenants
GOOF-FREE GROUP ORDERS occupying the stalls at Revival Food Hall in
At Bostwick’s Chowder House in East Hampton, Chicago. Twice a month, it plays host to local
N.Y., orders for large parties on the patio are restaurant Beauty Bar Chicago’s martini and
taken in a modified DIY style. A server hands manicure pop-up. Taking over one of the current
the group a write-on menu and instructs each tenant’s spaces, Beauty Bar is able to promote
guest to check off what they’d like. The server the nail and cocktail special (also offered at its
passes the marked-up menu along to the permanent location) to a wider audience, and
kitchen, sans any errors in translation. Revival drums up promotional attention with
limited-time events during its evening hours.
5O
BITE-SIZE IPO
Funding doesn’t always have to come from going
public or an infusion by big-time private investors.
Fatburger’s parent company, Fat Brands, is taking
advantage of a relatively new kind of growth strategy:
a Regulation A+ initial public offering, also known
as a mini IPO, which allows concepts to raise money
from their customers and small-time investors.
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ADVERTISER INDEX
COMPANY PAGE PHONE NUMBER WEBSITE

AdvancePierre Foods 10 800-317-2333 apffoodservice.com
Basic American Foods 16A-B, 17 800-722-2084 baf.com
Bindi North America 25 973-812-8118 bindiusa.com
Blount Fine Foods, Inc. 32-33 800-274-2526 blountfinefoods.com
Bush Brothers & Company 4, 5 865-588-7685 bushbeansfoodservice.com
Campbell’s Foodservice 2 800-879-7687 campbellsfoodservice.com
Comcast Business C3 855-319-1209 dreamgig.com
Culinary Software Services 55 cheftec.com
Curtis 9 800-421-6150 wilburcurtis.com
Emmi Roth USA, Inc. 53 608-845-5796 x115 rothnaturalmelt.com
f’real foods, LLC 23 877-FOR-REAL freal.com
Fifth Third Bank 13 53.com/future
Hatco 44 800-558-0607 hatcocorp.com
Hormel Foods C2-1 800-723-8000 hormelfoodservice.com
Idaho Potato Commission 35 208-334-2350 idahopotato.com/fspro
J&J Snack Foods Corp 45 800-989-9534 x6140 jjsnackfoodservice.com
Ken’s Foods, Inc. 30 800-633-5800 kensfoodservice.com
Kerry Foodservice 14 800-670-2666 kerryfoodservice.com
Kikkoman Sales USA, Inc. 47 800-944-0600 kikkomanusa.com
Kronos Products 20 800-621-0099 kronosfoodscorp.com
Lyons Magnus 51 800-344-7130 lyonsmagnus.com
MARS Wrigley 29 marsfoodservices.com
National Grid 13 nationalgrid.com/smallbusiness
Nestlé Professional/Coffee-mate® 37 800-288-8682 cmfeelthelove.com
Pierce Chicken 7 770-232-4423 poultry.com
Red Gold, LLC 26 866-729-7187 redgold.com
S&D Coffee & Tea 21 800-933-2210 sdcoffeetea.com
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Sysco Corporation C4 sysco.com
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West Liberty Foods 49 wlfoods.com
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MARKETING ROLES FOR THE FUTURE P.15 . . . EQUIPPED FOR OFF-PREMISE P.22 . . . DESSERT ALL DAY P.

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Association of America; Michael M. Wood Jr.; Nicholas B.