41 minutes | May 31, 2023
Building a tech stack in a pandemic with Stephen Phillips, Director of Operations at Marugame
This week Chris talks to Stephen Phillips, Director of Operations at Marugame. During the chat we discuss: The excitement surrounding the arrival of Marugame during the pandemic and the challenges of anglicising the brand for the European market The challenges of building a brand during a pandemic, Steve shares their experience of building a brand during the pandemic and the unique obstacles he faced. He had to navigate through cultural differences, franchising issues, and the need to anglicise the brand for the European market That the Marugame brand is massive in Japan and highly regarded, even surpassing Apple and Disney in brand advocacy polls. Due to travel restrictions during the pandemic, Stephen couldn't go to Japan and had to rely on videos and documents to familiarise himself with the brand and its operations. The growth of Marugame in the UK, with over 1,200 sites globally, and the difficulty in understanding the breadth of the business from the outside. Stephens experience of going to Taiwan during the pandemic, where he had to undergo quarantine and was then surprised to end up in a dormitory in the hills above Taipei! The importance of educating customers about their brand and product, particularly when it comes to introducing a new concept like Udon noodles. Stephen and his team had to emphasise the need to create an educational piece for customers to understand and appreciate the product's uniqueness. How building a tech stack for the brand was a challenge, and they aimed to be fast followers rather than trailblazers to minimise risks. How referencing a tech product with fellow operators and consistency were top of the Marugame check list when acquiring tech The various components of the tech stack acquired, such as paperless systems, digital menus, CRM and loyalty systems, kitchen and fridge monitoring, and feedback systems. Integration between these systems was a challenge, and some relationships between tech owners were not as joined up as desired. and much more...... The Tech on Toast Podcast is brought to you by pointOne EPoS. pointOne EPoS offers the complete Epos system for your hospitality business, from mobile order and pay and self-serve kiosks to restaurant and kitchen management, pointOne has the solution. Head over to their website today to find out more and get in touch with their experienced team.
45 minutes | May 24, 2023
Is the hospitality industry doing enough to avert Co2 from our atmosphere, with Griff Holland & Ed Brown
This week Chris meets Griff Holland & Ed Brown, Founders of Zedible. Griff & Ed are on a mission to support the industry in first finding out where you are in your journey of truly managing Carbon in your hospitality business and secondly providing the actionable data to navigate your way to averting more co2 from their business, whilst not affecting the customer journey and saving some £££'s along the way. "90% of emissions are on the plate in the hospitality & food sectors. Zedible gives you more data in a digestible way to help in the challenge in removing carbon from your business.Tackling the CO2 from purchasing is a complex, granular task. There is no silver bullet, it’s about sustained improvement, banking incremental gains made from purchasing decisions. Zedible is here to be part of your journey to a lower carbon future." During the chat we discuss: Griff & Ed's journey from opening opening and growing Friska to Zedible and some of the lessons along the way. How all of your carbon spend is on the plate or in the cup, ingredients are driving your carbon usage. “Conscious consumerism" How consumers are spending in a way that makes a positive social, environmental or economic impact and why Griff & Ed saw an opportunity to amplify this customer behaviour through being the map and compass to a hospitality business to find their way to reaching their lower carbon future. How COP26 set the tone & targets for hitting global net zero but education & actions around the outcomes haven't been grabbed by business and knowing where to start is possibly the biggest challenge. Green Washing, removing the stigma around how doing the right thing for the planet is not costing you the earth!! How carbon labelling is actually having a negative impact on the customer journey & decisions around carbon neutral dishes and menus can be made in the supply chain so you don't have to push the consumer into decisions making, they just trust that you are doing the right thing as a company Finding out what materially matters to you in your business, which ingredient or dish is driving your carbon up and then understanding where you can make small changes to really have an impact, save money and not affect your guest Making carbon a KPI, sitting alongside food cost and labour. and much more..... The Tech on Toast Podcast is brought to you by pointOne EPoS. pointOne EPoS offers the complete Epos system for your hospitality business, from mobile order and pay and self-serve kiosks to restaurant and kitchen management, pointOne has the solution. Head over to their website today to find out more and get in touch with their experienced team.
35 minutes | May 18, 2023
Making culture a source of competitive advantage with Matt Grimshaw , Founder of Youda
I was very fortunate this week to spend time with Matt Grimshaw Founder of Youda, we were also joined by my old mate Kieron “The Boy” Bailey, co-owner at Otolo. Kieron has been an advocate of Youda (and Matt!) since its inception so he joined us to share his thoughts too! Youda can be found on our tech on toast marketplace on the link below, where you can also watch the podcast. 👇 "Youda is a people experience platform that enables you to create seamless, personalised and on brand experiences for front line employees" During the chat we discuss: 👍 Matt's 15 year journey to building the product he always wanted to! 👍 Providing the one source of truth for HR departments, harnessing the power of data from Scheduling, L&D, Recruitment and any other people based tech. 👍 How people tech is behind customer facing tech on user experience, we need to service the generation who don't know a world before the iphone! 👍 Serving your starters and team where they are, enabling employees to onboard in real time, fast as Kieron explains when put through an onboarding process 👍 How data can revolutionise the people journey for our employees to both support their initial onboarding & their entire career with an employer. 👍 Operators are brilliant at understanding their business, but that knowledge leaves with the operator when they leave the business. Youda takes operator "know how" and turns it into real learning 👍Reliability of tech, all tech can have issues and downtime, responding and fixing is the true sign of excellence The Tech on Toast Podcast is brought to you by pointOne EPoS. pointOne EPoS offers the complete Epos system for your hospitality business, from mobile order and pay and self-serve kiosks to restaurant and kitchen management, pointOne has the solution. Head over to their website today to find out more and get in touch with their experienced team.
29 minutes | May 10, 2023
Who needs influencers when you have customers with James Laden, Co-Founder of Ttagz.
This week Chris meets James Laden, Co-Founder of ttagz. Who needs influencers when you've got customers? ttagz is the world's first user-generated content tool for hospitality. Let your customers share their experience and reach real, local people through organic marketing." During the chat, we discuss the following: How working with influencers motivated Ttagz to cane the game by incentivising user-generated content. How Ttagz is assisting in driving growth through UGC vs. organic marketing, saving time for small businesses, and adding content to larger businesses where they may struggle otherwise. Making marketing teams' life easier! Retaining customers through rewards & loyalty Creating and sharing authentic content that drives footfall to your venue and much more.... The Tech on Toast Podcast is brought to you by pointOne EPoS. PointOne offers the complete Epos system for your hospitality business, from mobile order and pay and self-serve kiosks to restaurant and kitchen management, pointOne has the solution. Head over to their website today to find out more and get in touch with their experienced team.
33 minutes | May 3, 2023
How to integrate e-commerce into your marketing strategy with Sophie MacDonald, Marketing Director at Fuse & Ignite
This week Chris talks with Sophie MacDonald, Marketing Director at Fuse & Ignite; we discussed how to Integrate E-commerce into your marketing strategy. During that chat, we discuss, The importance of incorporating e-commerce into the annual marketing plan. Highlight the significance of e-commerce touchpoints and their potential benefits for restaurant businesses. Explain the various touchpoints where e-commerce can be integrated (e.g., website, social media, mobile apps). Examples of features that can benefit a restaurant business, such as Online ordering: Which enables customers to place orders and make payments conveniently Discuss strategies for integrating e-commerce into marketing campaigns such as Sophies " Italian " getaway competition Cross-promotion: Promote e-commerce offerings through traditional marketing channels (e.g., email, print ads). Event promotion & ticketing: Leverage targeted email campaigns to promote new products, discounts, and special offers Tips for creating engaging campaigns without a big budget The impact of tracking and reporting data on the marketing plan You can find out more about how to integrate your e-commerce into your marketing Strategy by clicking here ....And much more... The Tech on Toast Podcast is brought to you by pointOne. PointOne offers the complete Epos system for your hospitality business, from mobile order and pay and self-serve kiosks, to restaurant and kitchen management, pointOne has the solution. Head over to their website today to find out more and get in touch with their experienced team.
37 minutes | Apr 26, 2023
Supporting the heart beat of the hospitality industry, automating back of house operations with David Hulme,UK & LATAM Director at Marketman
This week Chris met David Hume, Uk & LATAM Director at Marketman.During the chat we discuss, What issues businesses are facing in their kitchens around the world and do they differ in each geographic location How the cost of living crisis is providing another hurdle to operations & what levers the operator can pull to drive more profit What problems can Marketman fix for the hospitality operator How tech alone will not fix your kitchen's problems, humans still have a huge role to play enabled by insight from tech. How far can automation go in enabling these hard working teams to be more productive and more efficient How Inventory and stock taking accuracy and the management of the BOH is improving through tech adoption The benefits of data from procurement and recipes that can lead to further time and cost savings The future for Marketman ....And much more... The Tech on Toast Podcast is brought to you by pointOne. PointOne offers the complete Epos system for your hospitality business, from mobile order and pay and self-serve kiosks, to restaurant and kitchen management, pointOne has the solution. Head over to their website today to find out more and get in touch with their experienced team.
39 minutes | Apr 19, 2023
Finding new customers through last-minute decisions with Aaron Solomon, CEO & Co-founder of Ambl
This week Chris talks with Aaron Solomon, Co- Founder of Ambl. Ambl is the app helping spontaneous people find last minute reservations, you can downlaod the app on apple or android here. During the chat we discuss: How Aaron turned his back on banking and together with his Co-Founder started to fix a problem he had come across trying to book a reservation last minute himself How you never stop raising money and the pressures that come with that Building a start up through committed like minded people Serving the venues, enabling venues to fill empty seats in the most challenging times hospitality has faced The pressures of being a founder and learning from others mistakes Taking Ambl outside of London and beyond. The Ambl roadmap and whats coming up in the next 12 months And much more..... The Tech on Toast podcast is powered by REMS Hospitality. Benchmark your restaurant across other venues securely and gain market shar
36 minutes | Apr 12, 2023
Growing your customer base through delivery with Gaurav Malik,Vice President - International Expansion, UrbanPiper
This week Chris meets Gaurav Malik,Vice President - International Expansion, UrbanPiper. "Urban Piper helps you manage your food delivery channels on one dashboard, no more juggling multiple tablets. With UrbanPiper's integrations you can manage orders from Deliveroo, Just Eat, UberEats, Flipdish & others straight from your ePOS or our delivery manager dashboard." During the chat we discuss: How delivery is still a relatively new revenue stream to many and how to make that business profitable whilst still maintaining quality. Gaurav's advice to brands looking to either start their delivery journey or grow it, extending you reach and increasing your turnover How to overcome operational barriers such as managing menus, human error, managing stock & most of all, maintaining quality & control of the customer journey. How data can teach us a lot in terms of customer behaviour through their delivery channels & how to ensure that the data you display is actionable & useful to the restauranteurs. How Ghost kitchens and dark kitchens have shot up during the pandemic and how he still sees growth in this market And much more..... The Tech on Toast podcast is powered by REMS Hospitality. Benchmark your restaurant across other venues securely and gain market share.
44 minutes | Apr 5, 2023
Forecasting the future of hospitality with Christian Mouysset, Co- Founder at Tenzo
This week Chris talks to Christian Mouysset, Co-Founder at Tenzo. Tenzo powers restaurant performance. Bring your tech stack together in one place, get meaningful recommendations on how to hit your targets and shift from surviving to thriving. You can find Tenzo on our marketplace here. During the chat we discussed: Christians journey from operator to Tenzo and how Tenzo was born out of a passion to get all his GM's singing from the same hymn sheet! Their very recent rebrand and why they are focusing their product around restaurant performance operations Supporting future growth through accurate forecasting using both AI and human inout together Collaborating with their partners to drive profit through food cost, labour and turnover Ensuring that the right data falls with right people to ensure that the hospitality worker on the front line has the tools to drive revenue and efficiency Providing insight for both central support and operations, ensuring all our working together on the right number. Putting the operator back in control of their team and the guest by not being overloaded by data and reporting And much more...... The Tech on Toast podcast is powered by REMS Hospitality. Benchmark your restaurant across other venues securely and gain market share.
41 minutes | Mar 29, 2023
Creating Raving fans & driving loyalty in a digitalised hospitality industry with Charles Gray, CRO at Paytronix
This week Chris meets Charles Gray, CRO at Paytronix. What does Paytronix do? Combining data and marketing automation in one unified dashboard makes it easy for you and makes it easy for your guests to engage with your brand while becoming loyal customers. Charles was in the UK visiting Paytronix customers so we grabbed him for a quick chat, during the chat we discussed, His focus on guest experience and how he is obsessed with the way customers can interact with their chosen brands. Working with their partner of choice in the UK , NFS Restaurant technology. Understanding how your tech stack works for your guest & ensuring that the customer journey is intuitive and smooth. How the airlines & trains have led the way in changing the way customers do interact with their favourite brands, through Kiosks and apps. How the US has switched straight back to service rather than QR codes that we had to adopt during the pandemic How Paytronix are utilising AI to understand how successful campaigns actually are by using control groups and ai learning, even to the point of understanding what day of the week any of your customers are reacting to your campaigns. Guest frequency and nurturing emails, testing and learning how customers behave and spend. Customers are seeing 30-40% increase on basket size by using subscription tailored to the customer Creating raving fans through automated digital campaigns How prompting a previous sale in online ordering check out is proving 50% more effective than offering standard " Upsells" Pumpkin Spice and educate Chris! And much more.... The Tech on Toast podcast is powered by REMS Hospitality. Benchmark your restaurant across other venues securely and gain market share.
41 minutes | Mar 22, 2023
Filling empty restaurant seats & driving foot traffic with Robin Chiang, Vice president of global sales and services at OpenTable
This week Chris meets Robin Chiang, Vice President of Global Sales & Services at OpenTable. OpenTable is a global leader in restaurant technology, with product innovation at its core. Founded in 1998 and based in San Francisco, California, OpenTable now powers hospitality at more than 55,000 restaurants worldwide, connecting more than 1.5 billion diners with restaurants every year. During the chat we discussed, Robins's view of the global market and of OpenTable's 25 year legacy in the knowledge of the industry. How building a restaurant first team is the key to serving the hospitality industry, enabling simple decision-making. Driving bums on seats to customers to ensure that an empty seat is filled at the touch of a button. Delivering business & visiting business customers to restaurants, which in turn drives higher spend. Utilising CRM to drive both new and previously visited guests back into your restaurant. How he has seen a 4% shift in online bookings since the pandemic. Phishing within the industry & protecting your restaurant data. How "In 90" bookings are increasing rapidly, tech is enabling customers to book rather than walk in and they like the security of knowing they can book Building pre-shift reports all over the world to set businesses up for success, bookings, frequency, menu availability & restaurant-focused information. And much more.... The Tech on Toast podcast is powered by REMS Hospitality. Benchmark your restaurant across other venues securely and gain market share.
64 minutes | Mar 15, 2023
Putting marketing at the heart of your business with Dan Brookman & Sam Brown from Airship & Toggle.
This week Chris meets Dan Brookman & Sam Brown from Airship & Toggle. " We send 49 million emails a month, my job is to get to people out dining in hospitality" Dan Brookman. If you have not met these two before, well, you are in for a treat. We had great fun chatting about all things marketing & even managed a Mr & Mrs. Quiz at the end of the podcast to check how much they really know about each other! During the episode we discuss, How airship & toggle came about and what they can do for your business Supporting & educating the industry around marketing through thick and thin ...and a pandemic. Email marketing, frequency, content, photography, and lots of nudging... Setting up your email marketing journeys and discussing how you are competing with every mail in your inbox, so every time your customer has a birthday and you are not talking to them, your competitors are. Supporting the accommodation sector and ensuring that customer data is captured by the hotel beyond just the lead person's name and email. Gifting, how hospitality is playing catch up in the world of gifting which is very exciting as the opportunity is huge! Staking your claim in every customer's digital wallet on their phone, every time your customer pays, you will be right there with them. Quoting Vic Searl on a regular basis! Building marketing campaigns with humor and very small budgets...oh and chico! Their unique relationship through a very chaotic 4 min quiz! And so much more, The Tech on Toast podcast is powered by REMS Hospitality. Benchmark your restaurant across other venues securely and gain market share.
59 minutes | Mar 8, 2023
Gaining Operational efficiency while driving profit in an Enterprise business with Joel Satchi Co-founder from Emenu Now & Greg Gibbons from The Big table group
This week Chris meets Joel Satchi & Greg Gibbons. Joel is the co-founder of EmenuNow & Greg is the central operations director at The Big Table Group. During this episode we discuss, Joel's experience of traveling the world and experiencing hospitality in different countries but seeing the same customer service issues, Why Joel picked this industry to build a new product and how he has addressed his lack of experience in the industry by building a board of hospitality legends Supporting the whole industry with EmenuNow's tech, which can be plugged into any legacy tech, enabling all hospitality businesses with any EPOS to join in the digital revolution Where the industry is at in terms of its tech deployment and the problems Greg is currently facing & how consistency is crucial in really impacting the way you do business Working closely with brands to build intuitive digital menus, pair food to drink, and understand the customer journey to provide a seamless experience. Hybrid ordering and why its really needed in the casual dining arena Improving the guest experience of allergen customers, staying safe all the time Moving spend in the right direction and actually improving the guest experience The arrival of Robots to the industry, the cost of them, and how the cynics may well be proved wrong as they become an important part of our restaurant teams. And much, much more..... The Tech on Toast podcast is powered by REMS Hospitality. Benchmark your restaurant across other venues securely and gain market share.
36 minutes | Mar 1, 2023
Supporting, not supplying your customers with Chris Jolliffe, CRO at Kobas and Katie Rose, CFO at Market halls
This week Chris talks to Chris Joliffe, CRO at Kobas & Katie Rose, CFO at Market Halls.We bring together customer and supplier to talk about relationships. problem-solving and ensuring that the customer is not just supplied but supported.During the chat we also discuss: The most significant barriers facing Katie & Market Halls each day, and how Market Halls seeing off those challenges? Building tech to suit food hall operations The view from the supplier side, how do you pivot to meet the operational problems these businesses face? The process Katie takes in procuring new tech and the relationship she wants with her suppliers. How tech and business should work together? How do you create a relationship built on trust and still get what you both want? Matching culture and purpose with suppliers, ensuring that growth is key but understanding priorities are key to building a long-lasting relationship. and much more.... The Tech on Toast podcast is powered by REMS Hospitality. Benchmark your restaurant across other venues securely and gain market share.
33 minutes | Feb 20, 2023
Building a flexible workforce with Chris Sanderson, Founder of Limber
This week, Chris meets Chris Sanderson Founder of Limber.What is Limber?"This is gig economy 2.0. This isn’t about turning the world into temps. This isn’t about digitizing the race to the bottom world of staffing agencies. This isn’t about random people turning up to shifts in pubs.This is empowering people to live a happy, flexible, and varied work life.This is making it easy, cost effective and viable for hospitality venues to access and work with this growing generation of flexible talent.This is about enabling hospitality venues to build consistent teams of flexible staff.This is the answer to fair and ethical gig work for those who say no to traditional employment."During the episode, we discuss: How the recruitment market has changed in the last 5 years? What hospitality gig workers bring to the industry & why they are so important? Being truly inclusive in your hiring process How to overcome placing someone in a business without any training or induction? Enabling this generation to work flexibly and undo the old habits of the industry which is slowly adopting tech. The future of building flexible workforces, enabling businesses to support themselves through flexible teams & full-time teams working together. And much more..... The Tech on Toast podcast is powered by REMS Hospitality. Benchmark your restaurant across other venues securely and gain market share.
38 minutes | Feb 1, 2023
Building your E-commerce infrastructure with Paul West, Founder & CEO of FUSE & Ignite
This week Chris talks with Paul West, Founder & CEO of Ignite & FUSE.About Ignite & FuseIgnite is an integrated marketing agency fusing strategy, creativity, and technology for elite brands and leading hospitality businesses globally.Fuse houses 5 e-commerce products under one roof, pay and order at table, collection & delivery, event ticketing, gift vouchers & the ability to own your own online shop. All are designed by hospitality insiders, built on decades of digital experience, and used by industry giants.During the chat we discuss the following : How Fuse was formed during the pandemic through due to fragmented customer journeys that were causing problems both with the customer journey & operations. Leveraging your restaurant business through new revenue streams & customer orientated functionality How storytelling & customer journey are at the forefront of everything that fuse does as they understand Extending brands into lifestyle brands offering an at-home product through fuse technology Building a seamless customer journey for brands that really care about the narrative, allowing them to own the customer experience and not feel like a third-party site. Driving revenue through frictionless experiences for your customers Capturing data from your customers which enables you to discover the true value of your guest and then reward them with loyalty. Keeping your data all in one place from one provider, avoiding spreading your data across multiple platforms to provide one single customer view. And much more...... The Tech on Toast podcast is powered by REMS Hospitality. Benchmark your restaurant across other venues securely and gain market share.
44 minutes | Jan 30, 2023
How to drive footfall into your restaurant with Patrick Clover, Founder of Stampede
This week Chris chats with Patrick Clover, Founder of Stampede.Stampede provides a range of digital tools for hospitality businesses to grow, by bringing back more customers, improving their reputation and saving them time along the way.Data-driven and cloud-based software that does the heavy lifting for owners, managers, operators and marketers. Our digital tools include compliant data capture, reputation management, gift cards, email and SMS marketing and presence analytics.During the Chat we discuss:How customer retention is the heart of growing any business & stampede is supporting that effort.How Connecting your data, and ensuring that it is useful is vital to then go back out and market to individual audiences.Some great examples of campaigns that have worked and returned 1000's of £££'s back to the top line!How technology can be used to gather customer feedback and use it to improve the restaurant's operations and customer engagementHow restaurants can use data and analytics to personalize their marketing efforts and target specific customer segmentsPatrick's view on the evergreen problems we face in our industry and how he plans to overcome them.....oh and reference to a great JFK speech!!Tune in next week for more! The Tech on Toast podcast is powered by REMS Hospitality. Benchmark your restaurant across other venues securely and gain market share.
43 minutes | Jan 25, 2023
Recruiting the next generation with Dan Hudson Founder & CEO of GIGL.
This week Chris talks with Dan Hudson, Founder & CEO of GIGL"Gigl was born out of the desire to bring recruitment into the 21st century. We wanted to make it simpler for companies and candidates to connect with one another, in a way that's truly engaging for everyone involved.We are not a recruitment agency. We are a technology platform that's fundamentally changing the way people find and apply for work.We recognise that you're so much more than a CV. Through video, gigl allows you to express your true self when finding work, saving you and the employer time and money!"During the episode we discuss: Dan's career and what led him to found GIGL? What problems GIGL are solving. How the next generation is changing the way we recruit through their consumption of tech. Setting expectations for job seekers with videos made by the actual person you will work with Eradicating the CV for entry-level job seekers Being listed in the top 100 fastest start-ups in London and launching in the US And much, much more. The Tech on Toast podcast is powered by REMS Hospitality. Benchmark your restaurant across other venues securely and gain market share.
42 minutes | Jan 18, 2023
How to turn your data into dollars, with Victoria Searl, Founder & Head Hawk at Datahawks
This week Chris talks with Victoria Searl, Headhawk & Founder of Datahawks.DataHawks are Hospitality and Retail Email Marketing Specialists & Vic is determined to empower all marketers to take their seat in hospitality boardrooms all over the UK.During the chat we discuss: Vic's mission is to connect people and two very impressive WhatsApp groups that are leading change What hospitality data we are collecting & how is it used? How to organize data & ensure that it is valuable How to monetize that data? How to get the most from email marketing? Whether there Is there such a thing as good and bad data & where does it come from The Tech on Toast podcast is powered by REMS Hospitality. Benchmark your restaurant across other venues securely and gain market share.
35 minutes | Jan 11, 2023
How to drive more profit in your food business with Carl Jacobs, CEO & Co - Founder of Apicbase
Hello, all 👋The tech on toast podcast returns with Carl Jacobs, Co-Founder & CEO at ApicbaseChris talks with Carl this week about how to drive more profit through your food business using technology.During the chat we discuss:👍The journey of Acipbase from kitchen hardware to kitchen management software👍Discuss why managing food cost is very complex and different ways to combat it👍How the cost of living crisis is providing another hurdle to operations & what levers the operator can pull to drive more profit?👍How tech alone will not fix your kitchen's problems, humans still have a huge role to play enabled by insight from tech.👍How kitchens have sat in a "digital desert" for years and continue to do so👍That everyone is talking about payroll driving costs up but food cost is our second biggest cost to manage, Carls's thoughts on why we should focus on it to really drive your business forward in 2023👍Building a tech stack, starting a restaurant chain from scratch what automation and cost-saving tools would you put in from the start?👍What excites Carl about the industry for 2023Tune in next week for more from the world of hospitality tech. The Tech on Toast podcast is powered by REMS Hospitality. Benchmark your restaurant across other venues securely and gain market share.