The Sound of Hospitality — How Ole & Steen Creates the Right Atmosphere

Josh Pickens, president of Ole & Steen US, joins Shawn Walchef to share how the Danish bakery is building its business and hospitality experience in New York City. From first discovering Ole & Steen as a customer to rebuilding the culture inside its production facility, Pickens explains why trust, ownership, and product quality remain central to the brand’s growth. He shares how Ole & Steen uses Soundtrack to manage music across its five New York locations, create a consistent atmosphere, and prevent individual playlists from changing the guest experience.Music Is Part of the Hospitality Experience – Josh Pickens believes what guests hear can be just as important as what they see, smell, and taste. Ole & Steen uses Soundtrack to create a calm, welcoming atmosphere where customers can meet, work, or spend time with family.Consistency Protects the Brand – Giving employees complete control over the music can create a different experience at every location. Soundtrack allows Ole & Steen to manage its playlists and volume remotely, helping all five New York City bakeries maintain a consistent environment.Strong Cultures Begin With Trust and Ownership – When Josh Pickens joined Ole & Steen, he worked alongside employees to understand their responsibilities and challenges. By encouraging teams to take ownership, communicate, and stop pointing fingers, he helped reduce turnover and rebuild the culture inside the production facility.Episode LinksJosh Pickens LinkedIn: https://www.linkedin.com/in/joshua-pickens/Ole & Steen LinkedIn: https://www.linkedin.com/company/ole-steen-us/Ole & Steen: https://oleandsteen.us/Ole & Steen Instagram: https://www.instagram.com/oleandsteenus/?hl=enOle & Steen TikTok: https://www.tiktok.com/@oleandsteen.us  Where to find Cali BBQ MediaVisit our WebsiteFollow Restaurant Technology SubstackFollow us on InstagramFollow us on LinkedInLearn About our Media Services