Episode 5: Twin Peaks
Lessons From Driving Success through Guest Satisfaction and Operational Excellence
Panelists: Episode 5
Who We Interview in This Lessons from the Field
Roger Gondek
Chief Operating Officer
Twin Peaks
Listen: Lessons from the Field Episode 5
Audio Recording: Full Episode
Watch: Lessons From the Field Episode 5
Video Recording: Full Episode
Lessons from the Field: Episode 5 Overview
Driving Success through Guest Satisfaction and Operational Excellence
Episode 5 | 12/12/24
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.
