Science of Service

Marketing is essential to any successful hospitality business—but for many operators, it can feel like a constant cycle of activity without clear results.In this episode of Science of Service, Rachel is joined by Josh Kopel, a Michelin-awarded restaurateur turned marketing strategist, who now works with operators around the world to help them drive more profitable, predictable growth.Josh’s approach challenges some of the most common assumptions in restaurant marketing. Instead of doing more—more posts, more campaigns, more channels—he focuses on doing less, but with greater precision and intent.Together, Rachel and Josh explore what actually drives results in hospitality marketing: why most operators are investing time in the wrong places, how to optimize the digital touchpoints where decisions are really made, and how improving conversion can unlock significant growth without increasing spend.The conversation dives into practical strategies for increasing customer frequency, creating high-value offers without relying on discounts, and building direct relationships through simple, consistent communication.If you’re doing all the marketing… and still waiting for the bookings to catch up, this episode is well worth a listen.Science of Service BlogLearn more about Josh Kopel

For many hospitality operators, the numbers are something you check at the end of the day—or the end of the month—and trust they’re telling the full story. But that snapshot can be misleading.In this episode of Science of Service, Rachel is joined by Trish Fields, owner of Bookkeeping Solutions & Consulting. With years of experience working alongside hospitality operators, Trish specialises in helping businesses get closer to their numbers—uncovering hidden issues, tightening processes, and turning financial data into something genuinely useful.Trish and Rachel explore the areas operators most commonly overlook—from the true cost of third-party delivery and sales tax miscalculations to the risks of relying on surface-level reporting. They dig into why deposits don’t always tell the full story, and how small gaps in visibility can quietly erode margins over time.The conversation also looks at the evolving role of technology and AI in hospitality finance. From speeding up routine tasks to identifying patterns in data, these tools are opening up new opportunities—but its real value takes a little know-how and a lot of human experience.If you’re relying on end-of-month reports, unsure what’s really driving your margins, or simply want to feel more in control of your numbers, this episode offers practical insight into building stronger financial foundations—and making better decisions, faster.Science of Service BlogLearn more about Bookkeeping Solutions & Consulting

Running a hospitality business is about far more than great food, service, or atmosphere. Behind every busy dining room sits a financial engine that determines whether the operation thrives—or slowly drifts off course.In this episode of Science of Service, Rachel speaks with Raffi Yousefian, founder of The Fork CPAs, an accounting and controllership firm dedicated entirely to restaurants and bars. Raffi works with operators across the industry, helping them turn financial data into meaningful insight and practical decisions.Together, Rachel and Raffi explore how hospitality operators can choose the right financial support for their business—whether that’s simple bookkeeping, an outsourced accounting firm, or building an in-house team. The conversation dives into the real value of meaningful financial data: how weekly visibility into prime costs can improve profitability, why industry-specific accounting expertise matters, and how the wrong information can sometimes be worse than having no information at all.From choosing the right accounting structure to understanding the metrics that truly drive performance, this episode offers practical guidance for operators looking to move beyond basic bookkeeping and gain real control over the financial side of their business.If you’re juggling remittances, tax submissions, and the financial mechanics behind your operation, this episode offers a clear perspective on building financial clarity—and using it to move your business forward.Science of Service BlogThe Fork CPAs

Growth doesn’t just test your ambition. It tests your systems.In this episode of Science of Service, we sit down with Michael Sanfilippo—MarginEdge’s Chef in Residence and former Brand Chef and Head of Innovation at Cava—to explore what scaling really looks like through a culinary lens.Michael’s career spans hotel kitchens, fine dining, and high-growth fast casual brands. And while the environments changed, one principle stayed constant: consistency is built, not hoped for. From notebooks and muscle memory to recipe cards and gold standards, Michael shares how instinct evolves into infrastructure when brands begin to grow.Together, Rachel and Michael unpack what it actually takes to establish a strong brand foundation and expand with discipline. They explore why “simplify before you scale” isn’t just a catchy phrase, but a survival strategy—especially in fast casual models where guests assemble their own meals and margins depend on every individual component performing as intended.From blue-sky ideation to structured testing — and the operational blind spots that surface as brands grow — this episode is a great guide for discipline, clarity and the systems required to scale without losing your edge.If you’re expanding, rationalizing your menu, or simply trying to tighten up operations without losing what made you great in the first place, this episode offers grounded insight into growing with discipline.Science of Service Blog

Before you can grow your business, you first have to understand the ins and outs of your operation, and who you are as a leader. In this episode of Science of Service, we bring you the second part of our conversation with Gina Cavendish, MarginEdge’s CFO in Residence and a hospitality finance expert. In Part one (which you should go back and listen to if you haven't already), Gina talked at length about the importance of timing while trying to grow a business. In this episode, she takes a step back, and discusses all of the different elements of their business and growth strategy you should consider before you begin scouting new locations.Gina introduces us to the concept of 'The Four F's': Founder, Funding, Franchise and Fast. These represent your leadership style, source of capital, interest in a franchising strategy, and the pace at which you'd like to expand. She explains that having a strong understanding of these four elements will allow you to formulate a growth strategy that's optimal for your business. Rachel and Gina discuss the comparative strengths and weaknesses of different leadership styles, the obligations that come with different sources of funding, the complexities of franchising, and how all of these factors work together to impact the direction and pace of expansion.Whether you're early in the growth process, or well into it but feeling lost, this episode is a reminder that it's important to first understand where you are, before charting a course to where you want to be. Science of Service Blog

Growth rarely fails because the opportunity wasn’t there. More often, it falters because the groundwork wasn’t done in time.In this episode of Science of Service, we welcome back Gina Cavendish—MarginEdge’s CFO in Residence and a hospitality finance expert—to unpack why planning for growth can’t be something operators put off until conditions feel perfect.Gina breaks down the real cost of waiting: lost momentum, missed opportunities, and small inefficiencies that quietly scale into expensive problems. From the scrappy startup phase to the complexity of enterprise-level operations, she walks us through the predictable stages of hospitality growth—and what operators need to put in place at each one.Rachel and Gina discuss the discipline behind expansion: how to think about capital, why systems matter earlier than you think, and how a 5% margin gap can translate into a million-dollar decision. Gina shares practical insight on choosing the right tech stack, investing in finance leadership sooner rather than later, and maintaining culture as complexity increases.From mapping out your growth runway to knowing when to pivot, this episode offers a grounded framework for operators navigating good times, tough times, or something in between.If you’re opening your second location, tightening up operations at ten units, or preparing for your next stage of scale, this episode is a reminder that growth isn’t about speed—it’s about discipline.Science of Service Blog

What actually drives growth in hospitality—systems, strategy, or something deeper? In this episode of Science of Service, we speak with Juanny Romero, founder of Mothership Coffee, about why purpose isn’t just a nice-to-have—it’s a serious business advantage.Juanny shares her journey from hands-on founder to people-first CEO, and the leadership shifts required to scale without losing what made the brand special in the first place. She opens up about the discipline behind building strong teams, why culture must be intentional, and how values only matter if they show up in daily decisions.The conversation unpacks Juanny’s framework around the six essential roles of a CEO, revealing what leaders need to focus on as their business grows—from setting vision and coaching teams to building systems that empower, not control. Along the way, she challenges the idea that purpose slows growth, showing how it can actually accelerate performance when done right.From developing future leaders to creating teams that stay, Juanny offers a practical roadmap for operators who want to build businesses that are both profitable and principled. If you’re looking to grow with intention, lead more effectively, and turn your values into a competitive edge, this episode is for you.Science of Service BlogLearn more about Mothership Coffee Roasters

Staffing challenges are nothing new in hospitality—but what if the solution isn’t hiring faster, but partnering smarter? In this episode of Science of Service, we speak with Kerry Brodie, founder of Emma’s Torch, and Abe Monzon of Union Square Hospitality Group to explore how purpose-driven partnerships can strengthen teams and deliver real business results.Kerry shares how Emma’s Torch trains and places refugees, asylees, and survivors of human trafficking into meaningful culinary careers—and why retention, not just recruitment, is the true measure of success. Abe brings the operator perspective, explaining how these partnerships have improved team stability, culture, and long-term performance across USHG’s restaurants.The conversation unpacks what it really takes to build loyal teams: thoughtful onboarding, ongoing support, empathetic leadership, and a hiring approach that values people as much as performance. Together, they show why “doing good” doesn’t have to come at the expense of doing well.From reducing churn to creating a stronger guest experience, Kerry and Abe offer a practical roadmap for operators looking to rethink their hiring strategy and build teams that actually stay. If you’re tired of the revolving door and ready to invest in smarter, more sustainable staffing, this episode shows what’s possible when purpose and profit work hand in hand.Science of Service BlogGet involved with Emma’s Torch

You made it to the end of the year—and that alone is worth celebrating!In this special holiday episode of Science of Service, we invite a few familiar voices from the season to a not-so-formal holiday “party” to talk honestly about what the holidays really look like in hospitality.Joining the conversation are Omar Kasim of Plomo Quesadillas, Crafted Ledgers founder Doug Cunningham, Kerry Brodie of Emma’s Torch, Abe Monzon from USHG, and Mothership Coffee CEO Juanny Romero—each bringing their own perspective on what it takes to lead, support teams, and stay grounded during one of the most demanding times of year.Together, they reflect on the push and pull of the holiday season—from finding meaning in the work when things get hectic, to setting clear expectations with teams and managing cash flow when business is either booming or painfully slow.There’s practical advice throughout, alongside a clear message: being honest about the strain and leading with empathy isn’t a weakness, it’s part of the job. The conversation reinforces that putting people first often means making thoughtful, sometimes difficult decisions, but care and clarity are what carry operators through the holidays and into the new year.So grab a drink, take a breath, and consider this your invitation to the Science of Service holiday party—no clean-up required.

Growth doesn’t always fail because the concept is broken—sometimes it stalls because the partnership is. In this episode of Science of Service, we sit down with Omar Kasim—entrepreneur, operator, and founder of Plomo Quesadillas—to unpack the hard truths behind partnerships, pivots, and the unexpected insights hidden in your own sales data.Omar shares the whirlwind behind his first concept, the rapid rise that followed, and the moment everything turned sideways—when a remote partner tried to take over the business overnight. He walks us through rebuilding from the ground up, turning around a failing restaurant by focusing on the fundamentals, and why “no deal is better than a bad deal” might be the savviest advice an operator can keep in their back pocket.The conversation digs into the habits that keep a business resilient: clear contracts, trust-based relationships, thoughtful financial data, and the kind of customer experience that does its own marketing.From choosing the right collaborators to spotting opportunities hiding in plain sight, Omar offers a grounded roadmap for operators navigating growth, setbacks, or the pressure to scale. If you’re steering a young concept, rethinking a partnership, or searching for your next breakthrough, this episode shows what can happen when you bet on yourself—and listen closely when your customers vote with their orders.Science of Service BlogPlomo Quesadillas: Omar’s Story

What happens when consumer sentiment drops and running a hospitality business suddenly gets even harder? In this episode of Science of Service, we speak to Doug Cunningham—CFO, operator ally, and founder of Crafted Ledgers—about how operators can stay clear-headed when the pressure is on.Doug shares what he learned scaling Denver Beer Company from one taproom to a multi-location brand, why quick cost-cutting often backfires and why clarity, not panic, should guide every decision.The conversation breaks down the tools and habits that help teams work smarter: simple dashboards, better KPIs, and tech that actually supports the people using it.From managing chaos to choosing the right systems, Doug offers a practical roadmap for staying focused, protecting the guest experience, and building a business that can grow even in tough conditions.If you're looking to tighten operations, strengthen your team, or finally make sense of your numbers, this episode gives you the clarity you need. Science of Service BlogCrafted Ledgers

What does it really take to grow a hospitality brand without watering down what made it special in the first place?In this episode of Science of Service, Rachel sits down with Ivan Orkin—chef, ramen pioneer, and star of Chef’s Table—and Chad Combs, the operational force behind Ivan Ramen’s growing franchise business. Together, they unpack the reality of scaling a cult favorite into a global brand while staying true to its heart.From working with co-packers to maintain consistency, to building out a tech stack that rivals larger chains, Ivan and Chad share the systems, mindset, and relentless attention to detail required to keep hospitality front and center—even as the brand expands. If you’re thinking about franchising your concept, this episode is a crash course in getting the foundations right, protecting brand authenticity, and ensuring your guests’ expectations are met—no matter where in the world they’re sitting.Ivan RamenScience of Service Blog

What happens when your business depends on third parties to deliver your product, but you still want every order to arrive hot, fresh, and worthy of your name?In this episode of Science of Service, we dive into the story of Andy Brown, founder of Andy’s Pizza—a neighborhood staple turned regional favorite known for high standards and a refreshingly no-BS approach to delivery.From making dough in a studio apartment to obsessing over order timeliness and pizza sound quality (yes, really), Andy breaks down the practical magic of doing simple things really well. He shares how he uses tech, training, and good ol' hospitality to create consistency at scale, while still being the kind of place where regulars feel seen.If you’re in the thick of building a brand that cares as much about quality as it does about growth, this one’s for you. Expect laughs, lessons, and a new respect for the humble cheese slice.Andy’s PizzaScience of Service blog

In this episode of Science of Service, we meet Mike Lindsey & Kimberly Love-Lindsey - the husband-and-wife duo behind the fast-growing Lindsey Food Group. From finding love on the restaurant floor to launching their first concept during the height of the pandemic, their story is one of risk, resilience, and rewriting the rules of hospitality.They share how they turned tough industry lessons into a people-first culture that prioritizes fair pay, trust, and training - and how that’s helped them grow from one restaurant to ten in just five years. Learn why service charges matter, how leadership begins at orientation, and why their kitchens are proudly homegrown.If you’re building a business that feeds both people and purpose, this episode has heart, hustle, and a lot of love to help you on the way.Lillie Pearl, Richmond, VAScience of Service blog

In this episode of Science of Service, we’re joined by Ryan Handel - restaurant operator turned co-founder and CEO of FIXE, a bookkeeping solution designed by hospitality folks, for hospitality folks. Ryan’s journey started on the floor of a busy restaurant and led to building a platform that now supports thousands of businesses in getting their financial house in order.We dig into what it really takes to get the most from your financial support - whether that’s a bookkeeper, an accountant, or a whole tech stack. From the difference between cash and accrual accounting, to how to build better habits and relationships around your numbers, Ryan brings plenty of actionable insight and a few too-familiar war stories from the back office.If you’ve ever opened a spreadsheet and winced, this one’s for you.Ryan Handel | LinkedinFIXEScience of Service blog

In this episode of Science of Service, we’re heading back to school (kind of). We sit down with Henry Borgeson, CEO of Roots Natural Kitchen, to hear how a fast-casual brand born in a college town turned custom bowl complexities into a bold, tech-powered expansion strategy.Henry shares his journey from customer to CEO (yes, really) and talks us through the lessons learned from building their own app, surviving the pandemic pivot, and choosing the right tech to grow smart—not just fast.Henry’s been in the weeds and he’s here to talk tech tools, operational growing pains, and how he helped Roots go from campus cool to community staple by focusing on what matters: people, purpose, and a seriously solid kitchen display system.Come for the operations insights, stay for the El Jefe bowl!Roots Natural KitchenHenry Borgeson | LinkedInScience of Service blog

Ever wonder what it really takes to grow your hospitality business with private equity—without losing the mission, magic, or sense of community?In this episode of Science of Service, host Rachel Stainton Markus sits down with Amir Mostafavi, founder and CEO of South Block—a fast-growing fast-casual brand with purpose at its core. Amir shares how he scaled from a single juice bar to a multi-location operation backed by private equity.From building a team and tightening KPIs, to learning the investor “love language” and staying true to what made South Block special in the first place, Amir offers a refreshingly honest look at what smart, values-driven growth really looks like in the hospitality world.If you’re dreaming big, wondering what’s next, or looking to build something lasting, Amir’s story is full of love, growth lessons, and authentic acai.South Block | CultureAmir Mostafavi | LinkedInScience of Service blogSupport Fruitful Planet00:00 Introduction02:00 Amir's Early Lessons: From Family Business to Entrepreneurship05:05 The Birth of South Block: Community and Connection09:35 Block by Block: From One Location to Many12:35 The Decision to Scale: Finding the Right Financial Partner18:55 The Investor Dating Game22:40 Scaling Up with Private Equity26:00 Adapting to Growth29:55 Staying Connected to the Mission

Thinking about expanding your restaurant but not sure how to fund it? In this episode of Science of Service, host Rachel Stainton Markus sits down with Georgina Cavendish, a financial expert with deep experience in the hospitality industry, to explore the ins and outs of securing funding to grow a restaurant business.Georgina breaks down the challenges and benefits of working with private equity—and shares her insider tips on preparing your business for investment and maintaining strong relationships with investors. She also reveals why having solid financial systems and a supportive network can make all the difference when scaling a hospitality business.If you’ve got big growth plans but need a financial roadmap, Georgina’s got you covered with practical advice and industry insights to help you secure the funding you need.00:00 Introduction: Scaling Your Restaurant Business00:50 Meet the Expert: Georgina Cavendish04:20 Georgina's Journey: From the UK to the US07:05 Funding Your Growth: Options and Strategies12:20 Understanding Private Equity and Venture Capital18:20 Preparing Your Business for Investment28:40 Managing Growth and Scaling Up30:30 Conclusion: Key Takeaways and Final ThoughtsScience of Service Blog

In our debut episode of Science of Service we dive into the story of William ‘Bill-E’ Stitt and his journey from the corporate restaurant world to running a burgeoning bacon empire in Fairhope, Alabama. Billy shares his vision for the Bill-Es brand and discusses the challenges and triumphs of expanding his restaurant business into retail. Learn about the importance of quality, strategic partnerships, and effective processes in scaling a hospitality business into retail. If you're dreaming of growing your restaurant brand but feel stuck, Bill-Es got plenty of inspiration, plenty of bacon and some practical advice to help you navigate the complex world of retail expansion while maintaining excellence in hospitality.00:00 Introduction06:36 Bacon: The Heart and Soul of Bill-E's10:04 The Journey to Retail Success17:31 Scaling the Brand32:08 Bill-E's Future Plans34:44 Conclusion and Final ThoughtsBill-E’s websiteTry some of Bill-E’s baconScience of Service blog

Running a restaurant is no easy feat. Every day brings new challenges, and success takes more than just great food. Science of Service is your guide to navigating the ups and downs of the hospitality management industry, offering real stories, practical advice, and lessons from people who’ve been there. Whether you’re juggling tight margins, managing labor issues, or looking to enhance customer experience, this show is here to help. Each episode features honest and insightful conversations with industry pros, seasoned veterans, and rising stars—sharing what worked, what didn’t, and how they kept going when the odds were against them. We’ll help you answer the questions on your mind: How do you streamline operations across multiple locations? How can you take your independent outlet to the next level? What’s the smartest move for advancing your career? With practical strategies and relatable stories, this series is your playbook for thriving in today’s ever-evolving industry. Join us as we dive deep into the art and science of running a successful restaurant and share tips, tools, and fresh ideas to make running your business just a little easier.About our Host: You probably already know Rachel Stainton Markus for her legendary pot roast that’s the star of any table. Now, get to know her as the host of your favorite podcast all about restaurant operations. She's a restaurant operations storyteller who excels at making the complex and technical engaging and impactful whether it's managing waste, tackling inventory, taming prime costs or harnessing point-of-sale technology. With a passion for food, hospitality management, and delivering an exceptional customer experience, Rachel brings her love for the industry to every episode.About MarginEdge: Science of Service is brought to you by the helpful humans at MarginEdge, a restaurant management system created to help you find creative solutions that can get you out of the back office and back onto the floor. Trusted by thousands of restaurants, our unique restaurant technology helps operators save time and focus on what they do best—creating amazing dining experiences.Listen and hit subscribe to uncover proven strategies and fresh ideas to help your business thrive. And, if you can't get enough of Rachel's insights on our podcast, you can always hear more from her, our team, and valued industry experts offering valuable advice in our newsletter. We'd love for you to join our community, so why not subscribe here today!