“Back To Basics” With Rachael Nemeth podcast

30:22

In this episode, we sit down with Andy Hooper, restaurant industry leader and former CEO of Hart House, to talk about how people development drives long-term success in hospitality. With experience scaling mission-driven brands and advising operators across the country, Andy offers a clear-eyed look at what it really takes to build teams that deliver consistently excellent service. Hear Andy’s take on navigating leadership transitions, the future of hospitality, and how brands can maintain consistency as they scale. He shares what curiosity reveals in emerging leaders, why training programs should be built around business metrics, and how social dining is reshaping guest expectations. From the value of frontline development to the operational metrics L&D teams should be tracking, Andy breaks down the systems and behaviors behind sustainable hospitality leadership. Tune in to hear why understanding your employees’ lived experience is key to building loyalty — and how investing in people leads to real, measurable results. Chapters 00:00 Navigating Change in Leadership 02:55 The Importance of People Development 05:54 Trends and Challenges in the Restaurant Industry 08:53 The Future of Hospitality 11:53 Optimism in Social Dining 14:54 The Value of Exceptional Hospitality 20:21 The Power of Consistency in Hospitality 25:32 Training and Development Challenges in Restaurants 30:00 Linking Training Success to Business Metrics 32:10 Spotting Potential Leaders: The Role of Curiosity 38:35 Leadership Lessons and Personal Growth About Us Opus is the hospitality training platform purpose-built for the frontline. Train 100% of your team in 101 languages on the job to quickly get them up the productivity curve. With full visibility across your workforce, you get the frontline business intelligence needed to drive your business. Have an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn !…

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“Back to Basics” with Rachael Nemeth

1
EP4: Scaling Business through Customer Experience, Speed, and Connection 28:34

5 weeks ago28:34

28:34

In this episode, we sit down with Darren Spicer, Co-Founder and CEO of Clutch Coffee Bar, to explore how his brand is revolutionizing the drive-thru coffee experience. With a focus on speed, service, and personal connections, Clutch Coffee has grown to 15 locations across the Carolinas, with plans to double by 2025. Darren shares his journey from barista to CEO, the operational strategies behind Clutch’s rapid success, and why human interaction is the key to standing out in the competitive coffee space. Tune in to hear how Clutch Coffee is generating $1.1M+ per location annually while keeping customer relationships at the heart of its business. Timestamps: 00:00 Introduction to Clutch Coffee and Its Mission 01:46 The Importance of Customer Experience in Drive-Through Coffee 07:31 Creating Meaningful Connections in Quick Service 13:07 The Future of Drive-Through Coffee 15:46 Training and Developing a Gen Z Workforce 21:49 Community Engagement and Building Relationships 24:27 Using Opus for efficient and effective training 26:52 Lightning Round: Quick Insights from Darren Spicer About Us Opus is the hospitality training platform purpose-built for the frontline. Train 100% of your team in 101 languages on the job to quickly get them up the productivity curve. With full visibility across your workforce, you get the frontline business intelligence needed to drive your business. Have an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn !…

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“Back to Basics” with Rachael Nemeth

1
EP3: The State of Operations: 2025 Hospitality Training 360 Report Recap 15:40

6 weeks ago15:40

15:40

In this episode of Back to Basics, we explore the findings of the 2025 Hospitality Training 360 Report, focusing on the current state of learning and development (L&D) in the hospitality industry. To practice what we preach, we leveraged Google's NotebookLM to transform our written report into an audio format (yes, these speakers are AI-generated!) to demonstrate our commitment to accessibility and efficient content delivery. Hopefully, this allows us to reach more of our audience while showcasing how AI tools can enhance content adaptability without compromising quality. We hope you enjoy this episode. Download the full report here: https://www.opus.so/hospitality-training-360-report-2025…

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“Back to Basics” with Rachael Nemeth

1
EP2: Building a People First Culture: Training, Hiring, and Leadership in the Service Industry 23:28

9 weeks ago23:28

23:28

Celton talks about his leadership journey from store manager to CEO at CC’s coffee, the importance of maintaining a people-first culture (a la southern hospitality + mentions to qualities he looks for in candidates), and the challenges of training and developing employees in the service industry. Celton shares insights from his recent store visits, emphasizing the need for effective training and the value of listening to employees. Timestamps: Chapters 00:00 Introduction to CC's Coffee House and Leadership Journey 05:03 The Importance of Community and Guest Service 05:04 The want for more training 08:07 Why Celton chose Opus 08:36 Jam Session - example 10:40 Identifying people-first leaders 11:45 Aspirational Leadership and Legacy Building 12:32 The Power of Continual Improvement 16:12 Learning from Failures and Accountability 16:31 Lightning Round: Personal Insights and Favorites 21:01 Power of learning a new skill About Us Opus is the hospitality training platform purpose-built for the frontline. Train 100% of your team in 101 languages on the job to quickly get them up the productivity curve. With full visibility across your workforce, you get the frontline business intelligence needed to drive your business. Have an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn !…

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“Back to Basics” with Rachael Nemeth

1
EP1: AI in L&D for Frontline Workers with Gregg Majewski, CEO of Craveworthy Brands 39:01

9 weeks ago39:01