Tacos, Tech, and Tenacity: A Conversation with Gemma Glasson Managing Director at Wahaca

In this episode of the Stacked⁠ podcast, we sit down with Gemma Glasson, Managing Director at Wahaca, to uncover how one of the UK’s most iconic restaurant groups balances bold flavour, cultural authenticity, and cutting-edge technology to create a hospitality experience that customers don’t just enjoy — they come back for.🔑 Key Takeaways🎯 From regeneratively sourced beef to the rhythm of the dining room, Gemma shares how Wahaca is navigating today’s hospitality landscape with purpose and passion. Here are the big themes that emerged:1. Tech with PurposeWahaca’s tech stack isn’t about bells and whistles — it’s about solving real problems. Whether it’s optimising the timing of dishes hitting tables or integrating new dynamic pricing models, Gemma talks about working with tech partners like Toast to shape solutions that make a tangible difference.2. The Power of PartnershipFor Wahaca, tech partnerships aren’t just transactional. Gemma shares why collaboration, transparency, and influence on product pipelines are key to creating technology that works in a high-pressure, high-volume restaurant environment.3. Sustainability, Storytelling, and SourcingWith a menu packed with responsibly sourced ingredients and sustainable packaging (shout-out to their innovative work with Biopac), Wahaca leads with its values. Gemma dives into how the brand balances sustainability with commercial reality — proving you don’t have to compromise on quality to stay profitable.4. From Mexico to the UK — Culture MattersWahaca sends team members to Mexico to experience the heart of the cuisine they serve. That cultural connection fuels pride, deeper knowledge, and better service — all of which shape the guest experience.5. Rhythm, Flow & ExperienceGreat service is all about timing. Gemma discusses how Wahaca designs the dining rhythm — making sure everything, from how food arrives to how teams communicate, contributes to a smoother, more emotionally connected guest experience.6. Resilience and ReinventionPost-pandemic, Wahaca has evolved fast. Gemma explains how she returned to the business just before COVID hit and has since helped steer the group through massive change — all while keeping guests and team culture front and centre.✨ “If you can make a guest feel like a regular on their first visit, that’s the real magic.” – Gemma GlassonHospitality leaders rethinking their approach to techOperators seeking stronger supplier relationshipsRestaurateurs balancing sustainability with growthAnyone passionate about delivering unforgettable guest experiences📲 Listen now and learn how Wahaca continues to stay culturally rooted, operationally sharp, and emotionally engaging in one of the UK’s toughest sectors. #Wahaca #GemmaGlasson #HospitalityLeadership #RestaurantTech #Sustainability #Culture #CustomerExperience #HospitalityPodcast