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Driving Success through Guest Satisfaction and Operational Excellence [ft. Roger Gondek, COO of Twin Peaks]
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Driving Success through Guest Satisfaction and Operational Excellence [ft. Roger Gondek, COO of Twin Peaks]
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Driving Success through Guest Satisfaction and Operational Excellence
Episode 5 | 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.