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Empowering Franchisees and Employees with Doug Willmarth
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Few people understand the art of blending people and technology in fast-casual dining like today’s guest, Doug Willmarth. As the President of MOOYAH Burgers, Fries & Shakes and a seasoned leader with experience at brands like Mongolian Concepts and Pizza Hut, Doug brings a wealth of knowledge that we were excited to explore in this episode!
In this episode, Zack and Doug discuss:
- Why hospitality is still the most important aspect of guest experience, even in a tech-driven world
- How empowering employees to "own" their restaurant can dramatically improve both operations and guest relationships
- The benefits of leading from the side and supporting franchisees, rather than dictating operations from the top down
- How MOOYAH is leveraging guest feedback through platforms like Ovation to ensure consistent service and satisfaction
- The role of innovation and technology in enhancing, not replacing, human connections
We hope you enjoy this episode with Doug Willmarth, an incredible leader who is paving the way for a people-first approach in fast-casual dining.
Thanks, Doug!
Kapitler
1. Creating Five-Star Guest Experiences in Restaurants (00:00:00)
2. Empowering Leadership for Hospitality Success (00:03:53)
3. Celebrating Culture in the Restaurant Industry (00:13:52)
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