Driving Success through Guest Satisfaction and Operational Excellence

Driving Success through Guest Satisfaction and Operational Excellence

Episode 6 | 12/12/24

Episode Overview

How do you take a struggling brand and turn it into an industry leader? A Restaurant Turnaround Strategy- just ask Roger Gondek.

With over 40 years in the restaurant industry—Gondek joined Twin Peaks in 2016 with a clear mission.

This isn’t just a success story—it’s a blueprint for any restaurant looking to thrive.

We break down the specifics of their Restaurant Turnaround Strategy.

Key Takeaways:

  [Insight #1]   –  Guest Feedback as the Heart of Success

• Collecting and acting on guest feedback helps improve operations and guest experience. Make Feedback Easy with simple tools, like QR-code business cards, encourage guests to leave reviews.

  [Insight #2]   –  The Power of Staffing: A Foundational Element

• Well-staffed restaurants deliver faster service, raise employee morale, improve guest experience, and, therefore, boost sales.

  [Insight #3] –  Operational Excellence Meets Data-Driven Incentives

• Bonuses tied to guest sentiment scores motivate managers to focus on exceptional service and accountability.

Mentioned in the Episode:

• Winning with Guest Feedback: Twin Peaks’ Restaurant Turnaround Strategy for Success
• Turn Feedback to $. Accurately Size Financial Impact of Guest Experience.
• Twin Peaks had consistent double-digit sales growth and a post-COVID comeback.