Hospitality Strategy Lab with Jason Littrell

Welcome to the Hospitality Strategy Lab Podcast! In this episode, host Jason Littrell sits down with Andrew Watts and Vinnie Cimino, the powerhouse duo behind Cordelia in Cleveland—named the “Best Place to Work” just two months after opening their doors.

Together, they share a candid look into building a restaurant culture defined by radical hospitality, staff empowerment, and community-first values.

You’ll hear how Andrew Watts and Vinnie Cimino prioritize their team’s wellbeing with industry-leading benefits and an unwavering commitment to personal growth and mental health. They discuss how lessons learned fr...

Duration: 00:27:14

Welcome back to the Hospitality Strategy Lab Podcast! In this episode, host Jason Littrell sits down with Kyle and Rachel Ford and takes you behind the scenes of the Ford Media Lab, a trailblazing visual intelligence agency that's redefining content creation for the spirits and hospitality industry. he conversation dives into the fast-evolving world of AI-generated visuals, exploring how brands—big and small—are using cutting-edge tools to tell their stories authentically, even on a budget.

If you’ve ever wondered how today’s top bars and restaurants are staying ahead in a crowded digital marketplace, or how you...

Duration: 00:36:04

Welcome to the Hospitality Strategy Lab podcast, where science meets service and big ideas meet practical strategy. In this episode, hosts Jason Littrell and Shampaigne Graves dive into the intricacies of communicating with women in the hospitality industry. Shampaigne Graves, a women’s marketing expert, shares her innovative WCR4 framework for understanding women’s consumer behavior, highlighting emotional drivers, social influences, and the critical role women play in shaping the marketplace.

You’ll hear fresh insights on why women’s decision-making cycles may be longer—but ultimately more powerful—how authenticity and storytelling can build lasting loyalty, and why comm...

Duration: 00:34:57

Ready to grow your bar or restaurant? Head to https://jlittrell.com to start a free trial!

https://hospitalitystrategylab.com/post/behavioral-psycology-in-hospitality-with-matt-wallaert

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Welcome to the Hospitality Strategy Lab Podcast! In this episode, host Jason Littrell sits down with behavioral science expert and author of "Start at the End," Matt Wallert, to explore how the principles of behavioral science can transform guest experiences in the hospitality industry.

Together, they dive into key concepts like the peak-end rule—how guests remember the best and final moments of their stay—and share practical, low-cost stra...

Duration: 00:32:02

Welcome to another episode of the Hospitality Strategy Lab Podcast, where science meets service! Today, host Jason Littrell sits down with Felicia Shakiba, founder of CPO Playbook, a consultancy specializing in leadership development and human capital for emerging brands.

Together, they unpack the challenges and triumphs of scaling restaurant businesses—diving into real-world examples like Portillo’s, where building a strong internal culture powered unprecedented growth and retention.

Get ready for an insightful conversation on what great leadership really means in hospitality, how to design onboarding strategies that set teams up for long...

Duration: 00:27:36

Get 20+ reviews a week on autopilot with our Accelerator installed in 30 minutes or less. Head to Jlittrell.com for free trial.

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In this conversation, Jason Littrell speaks with Geoffrey Toffetti from the Frontline Performance Group, discussing the importance of optimizing employee performance in the hospitality industry. They explore the challenges of employee turnover, the significance of training for sales and service excellence, and the role of data and AI in improving performance. The discussion also covers the impact of incentives and gamification on staff motivation, as well as practical advice for restaurant owners to enhance...

Duration: 00:28:02

-Join the free 14 day restaurant automation challenge https://www.jlittrell.com/free

-Free training and strategies for independent restaurant owners: https://workshop.jlittrell.com

-Free community of hospitality pros at https://lab.jlittrell.com

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Welcome to another episode of Hospitality Strategy Lab! Today, host Jason Littrell sits down with Barbara Castiglia, managing editor of modernrestaurantmanagement.com, for a live riverside interview. Barbara shares her insider perspective on the major challenges facing restaurant operators as we approach 2026—from labor issues and rising food costs to changing guest expectations and the rapidly evolving ro...

Duration: 00:31:19

Try our restaurant automation software free for 14 days: https://www.jlittrell.com/free

Free training and strategies for independent restaurant owners: https://workshop.jlittrell

Free community of motivated hospitality pros at https://lab.jlittrell.com

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In this conversation, Jason Littrell speaks with Leif Huckman about his innovative app, CheckMyChecks.com, designed to help hospitality workers verify their paychecks and ensure compliance with wage laws. Leif discusses the challenges faced by hospitality operators, the prevalence of wage theft, and the importance of transparency and accountability in payroll systems. He emphasizes the role...

Duration: 00:36:18

Subscribe on YouTube, and wherever you listen to podcasts! https://pod.co/hospitalitystrategylab

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In this conversation, Jason Littrell and Daniel Burstein explore the evolving landscape of consumer psychology in the hospitality industry. They discuss the importance of understanding value propositions, identifying ideal customer tribes, and creating a third place for patrons. The conversation emphasizes the balance between tactical promotions and strategic branding, the role of AI in marketing, and the significance of nurturing customer relationships through frontline staff.

They also address the challenges faced by independent bars and restaurants, including staffing issues and...

Duration: 00:42:50

Welcome to a special bonus episode of the Hospitality Strategy Lab Podcast, hosted by Jason Littrell. In this episode, Jason dives into practical strategies for leveraging AI—specifically ChatGPT—for effective SEO in the hospitality industry. Whether you're a bar or restaurant owner looking to boost your local online presence without breaking the bank, or just curious about how digital tactics can drive more foot traffic, this episode lays out a step-by-step playbook you can implement in minutes.

**[00:00:00] – Introduction and Purpose**  

Jason welcomes listeners to the show and explains that this is a bonus episode, focused...

Duration: 00:10:42

Mastering Hospitality: How to Make Every Guest Feel Seen & Understood! Want to boost customer loyalty and create unforgettable experiences in 2025?

Discover the power of "illuminators" vs. "diminishers" in service. Learn practical strategies to foster genuine connection and elevate your hospitality.

[00:00] Intro: Why "How to Know a Person" matters for your business

[01:30] The core of hospitality: Making guests feel seen

[03:45] Illuminators vs. Diminishers: Identifying impactful behaviors

[05:10] Practical tips: Loud listening, deepening questions, acts of care

Subscribe for weekly insights on building a thriving hospitality business! What's one small...

Duration: 00:09:16

Crafting consistent cocktails on draft? 🍹

Discover the secrets to systematizing beverage programs for fast-casual restaurants and avoid common pitfalls!

Learn how to maintain quality with non-expert staff, master batching techniques, and troubleshoot draft system carbonation.

[00:10 - Consistency Philosophy]

[00:54 - Draft System Implementation]

[03:03 - Carbonation Troubleshooting]

Subscribe for weekly hospitality strategies to elevate your business! 🛎️ Leave a comment: What's your biggest beverage program challenge? Subscribe to never miss a tip!

Related Resources:

More hospitality tips: https://hospitalitystrategylab.com

Optimize your bar program: https...

Duration: 00:10:32

Want to manage projects like a pro in 2025?

🚀 Discover the project management system I use to stay focused and crush restaurant projects.

In this video, I'll show you how I use Nifty (or similar tools) to organize my thoughts, prioritize tasks, and boost productivity. We'll cover:

0:00 - Why Project Management Matters

6:45 - My Project Management Software

75:48 - Balancing Personal & Professional Goals

244:31 - How I use Nifty

🔔 Subscribe for weekly systems & process tips to streamline your business and life! Leave a comment below: What's...

Duration: 00:15:06

1. Title: Enhancing Guest Engagement with Technology

2. Summary: In this episode, Jason from the Hospitality Strategy Lab shares innovative strategies for increasing guest engagement in bars and restaurants. He discusses two main updates that leverage technology: a Wi-Fi customer information collection system and a waitlist management system. These tools aim to build customer databases and improve overall guest experiences.

3. Key Takeaways: 

  - Utilizing free Wi-Fi to collect guest information can enhance customer engagement and build a robust database.

  - Implementing a waitlist management system can streamline the g...

Duration: 00:05:46

**This episode is 100% Ai Generated -- Case Studies are Fictional**

KMS Community presents itself as a platform designed to cultivate engaged online communities for various sectors, including content creators, educators, brands, and hospitality. The document highlights the financial burdens of customer churn and disengaged audiences, positioning its platform as a solution. 

Key features emphasized include branded spaces, real-time interaction tools, membership tiers, and data ownership for creators. For businesses, it outlines benefits like reduced support costs, enhanced feedback, and improved loyalty through discussion forums, gamification, and pe...

Duration: 00:21:42

I don't actually love making social media content, but it's essential for my business (and yours).  

Here's a workflow on how to get a lot of content out, spread it out over time, and how to use ai and automation to make it SO much easier.

Same (modest) results, very little time.

At the end of the day, just hit record and tell your story -- then let the machines edit it and send it everywhere.

Duration: 00:10:15

This is a tough one for me. (Zip to the bottom for hard data)

I really feel for the people I hear about closing their restaurants every day. 

The business is RUTHLESS, unrelenting, and always changing.

In my numerous conversations, and discussions on this topic, the subject always comes back to competency and resources.

The less competent you are, the more resources you need.  

If you're well resourced, but incompetent, you can hire talent who...

Duration: 00:11:54

Welcome to another episode of Hospitality Strategy Lab! I'm your host, Jason Littrell. In today's episode, we dive into some exciting developments and challenges in my ever-evolving journey between the hospitality and liquor worlds. Over the past few months, I've been working on two groundbreaking projects that promise to revolutionize how brands grow and how restaurants retain loyal customers.

First, we're unveiling a new system aimed at helping liquor and CPG brands with off-premise sales. This innovative method, developed with my business partner, has shown astonishing results, including record-breaking sales in just a few hours.

...

Duration: 00:08:52

In today's episode, Jason dives deep into the crucial concept of database reactivation. If you're using platforms like Resy, OpenTable, 7 Rooms, or even Square, you're sitting on a goldmine of guest data that often goes underutilized.

Jason will guide you through a powerful yet straightforward strategy to not only reactivate these dormant contacts but also ensure you’re sending targeted, permission-based emails that convert.

From cleaning your email lists to crafting the right subject lines and messages, you'll get a step-by-step workflow designed to maximize engagement and drive immediate revenue.

Whether you're running a...

Duration: 00:07:45

Join Shawn Soole and expert Jason Littrell as they delve into the intersections of hospitality and artificial intelligence in this engaging episode. Learn actionable insights and strategies to thrive in today’s evolving industry landscape.

Challenges faced by independent bars and restaurants.Importance of automation and AI in staffing, HR systems, and review management.The significance of implementing effective onboarding and continuous staff engagement practices.Leveraging AI for reputation management, marketing integration, and operational efficiency.Jason's advice on AI's potential, the critical first 100 days for new employees, and the art of listening.

00:00 AI in hospitality is today's po...

Duration: 00:48:56

Today, we're diving into a crucial aspect of running a successful hospitality business: updating your business information online.

Whether you're changing your hours or revamping your menu, even small adjustments can have huge impacts.

In this episode, I'll walk you through the exact steps to ensure your updates are reflected accurately across all platforms, like Google Business, Yelp, and social media.

We'll also explore advanced strategies, including using ConversationAI and Yext, to automate and streamline the process.

Plus, I'll share how to effectively market these changes to avoid frustrating your customers.<...

Duration: 00:05:29

In today's episode, we're diving deep into some insights from Touch Bistro's 2025 State of Restaurants report.

We'll explore key trends, such as the rise in food costs, evolving consumer behavior, and the critical importance of guest retention.

Plus, I'll break down why AI and automation are no longer optional— they’re essential for survival in today’s competitive landscape.

I'll also share actionable strategies on how to create an engaging "unbagging" experience for delivery and takeout orders, driving customer loyalty directly to your business instead of third-party platforms.

So, whether you're runnin...

Duration: 00:08:32

Today we're delving into the nitty-gritty of what it takes to thrive as a business owner in the hospitality industry. I'll be sharing my personal journey— the highs, the lows, and the hard lessons learned from my restaurant ownership experience. We'll discuss the importance of prioritizing strategic tasks over urgent distractions and unveil a powerful tool we've developed to optimize your operations: the missed call, text-back system.

This simple yet effective technology engages your customers automatically, answers their common queries, and even grows your database.

Plus, we'll explore ways to boost your Google discoverability and en...

Duration: 00:11:34

The biggest weekend of the year for bars and restaurants is here, and it’s time to make it unforgettable.

In this video, we’re diving into:

Why gratitude matters in hospitality.

How independent bar and restaurant owners can maximize this weekend’s impact.

Practical strategies to upsell, capture guest info, and set up January for success.

Whether you’re navigating the chaos of holiday parties or planning your next AI-powered move, this video will help you thrive this weekend and beyond.

...

Duration: 00:03:34

Overthinking is costing bars and restaurants more than you think. Waiting for the perfect post, the perfect campaign, or the perfect strategy isn’t just delaying progress—it’s keeping your seats empty.

In this video, I’ll show you why messy, imperfect action beats overthinking every time. Plus, I’ll give you three practical, no-fuss steps you can take today to get more guests through your doors.

What You’ll Learn in This Video:

Why visibility matters more than perfection in hospitality.The simple actions that consistently fill seats.How to take action today, even...

Duration: 00:03:38

Welcome to a special bonus episode of the Hospitality Strategy Lab Podcast, hosted by Jason Littrell. Today, we're diving into a topic that's taking the bar scene by storm: mocktails. However, Jason has a bold proposition—it's time to rethink how we're pricing and naming these alcohol-free drinks. From addressing the unfair pricing models to rebranding these beverages with respect, we'll explore how to transform nonalcoholic options into quality offerings that enhance the guest experience. So grab a pen and a drink, and let's shake things up as we explore the future of zero-proof creations. Stay tuned!

"Re...

Duration: 00:04:27

Welcome back to the Hospitality Strategy Lab, where science meets service. I'm your host, Jason Littrell, and today we're diving into a fascinating topic: Can ChatGPT influence SEO? Join me as we explore ChatGPT’s role in SEO strategy, its capabilities in generating keyword-rich content, optimizing meta descriptions, and creating engaging blog ideas. We'll discuss how it integrates with tools like Semrush and Ahrefs to craft high-quality answers that search engines prioritize. Remember, tech isn't a strategy—it's the tool that enhances your strategy. Stay tuned as we unpack these insights in today's bonus episode!

Duration: 00:02:28

In the hospitality industry, every missed call is a missed opportunity. Guests expect fast, responsive service, and if they can’t get the answers they need quickly, they may move on to a competitor. Fortunately, modern technology offers a solution: missed call text-back systems and conversational AI. These tools can provide exceptional service, even when your team is busy or off the clock, ensuring that your business is always “on.” Here’s how implementing these technologies can elevate your guest experience and boost your bottom line.

The combination of missed call text-back systems and conversational AI represents the futu...

Duration: 00:04:27

Online reviews have become a cornerstone of consumer decision-making, especially in the hospitality industry. According to a recent survey, 93% of consumers say online reviews influence their purchasing decisions, and businesses with high engagement on review platforms tend to see better visibility and guest satisfaction. But why is it so crucial to respond to every review, and what are the tangible benefits for your SEO and overall reputation?

Responding to every review—whether it’s positive, neutral, or negative—can have a significant impact on your business’s online reputation and SEO. Not only will you improve your search e...

Duration: 00:04:33

https://kmsops.com/nps

Welcome to another episode of the Hospitality Strategy Lab! I'm your host, Jason Littrell, and today we're diving into the powerful world of feedback requests. Ever wondered how to truly understand your guests' minds and boost repeat business? In this episode, we uncover the magic behind the Net Promoter Score (NPS) and how a simple, well-timed survey can transform your bar or restaurant operations.

We'll walk you through the steps—from inception to automation—ensuring you receive invaluable guest insights. Plus, we'll discuss how to use this data for continuous improvement and...

Duration: 00:04:05

https://www.facebook.com/share/p/e9PghHbdGqjAYgZQ/

Join Jason Littrell, an expert in beverage brand sales and marketing, as he dives into the importance of branding your cocktail menu effectively. Discover key strategies to make your business more discoverable and appealing to customers.

The importance of framing cocktail menu items in familiar terms.

How customer searches influence business discoverability.

The role of reviews and Google Business Profiles in attracting customers.

The relationship between cocktail names and...

Duration: 00:03:56

Discover how our Evergreen Scavenger Hunt transforms your venue into an unforgettable, interactive experience for guests. This simple system uses hidden QR codes to keep visitors engaged while boosting your business.

https://youtu.be/8_PNanjkTRQ?si=IsxBplo-vy1RQ6k3

Learn about the key benefits: a full reputation management suite for collecting positive reviews, a missed call text-back system to ensure no guest inquiries are missed, and automatic follow-ups to increase repeat visits.

Perfect for creating buzz and making your venue a must-visit destination. Watch to see how it works!

To book...

Duration: 00:01:54

In the digital age, a business’s reputation can make or break its success, especially in the hospitality industry. With online reviews and social media playing a major role in how guests perceive your brand, reputation management has never been more critical. The good news? With the right strategies, you can turn even the toughest feedback into an opportunity to elevate your brand and build a loyal guest base. Here’s how to master reputation management and make your hospitality brand shine.

Reputation management isn’t a one-time effort; it’s an ongoing practice that should be part of...

Duration: 00:03:58

Guest feedback can be one of the most powerful tools at your disposal in the hospitality industry. It’s more than just compliments and complaints; it’s a goldmine of insights that can help you continuously improve your service, boost guest satisfaction, and drive repeat business. Establishing a strong feedback loop allows you to stay ahead of issues and keep evolving with your guests’ needs. Here’s why a feedback loop is crucial for your business and how to set one up effectively.

Duration: 00:03:39

Running a successful hospitality business is all about making informed decisions that improve guest experiences and boost your bottom line. But in an industry filled with variables, how do you know you’re making the right choices? The answer lies in harnessing the power of data. With the right metrics and insights, you can transform your bar, restaurant, or hotel into a well-oiled machine that thrives on efficiency and guest satisfaction. Here’s your ultimate guide to data-driven decision making in hospitality.

Duration: 00:04:24

Have you ever wondered why some bars, restaurants, and hotels always seem to have a loyal following of guests who return time and time again? It’s not just about great food, drinks, or ambiance. The secret often lies in understanding the psychology behind guest behavior. By using principles from behavioral psychology, hospitality operators can create habit-forming experiences that guests can’t resist. Here are some powerful psychological hacks to keep your guests coming back for more.

Duration: 00:04:19

Duration: 00:04:16