Non-Negotiables: How the Best Restaurant Brands Scale Culture Without Losing It
The Shift Change - Transforming QSR Operations Through Better HR · 2026-04-23 · 34 min
Episode notes
My interview with Steve Felson covers a wide range of topics related to the restaurant industry, including career experiences, industry trends, operational shifts, and the impact of AI. Steve shares insights on the challenges of starting a franchise division, the importance of onboarding and training, and the role of general managers in restaurants. He also discusses the impact of AI on the industry, the shift in restaurant worker values, unconventional guest situations, overrated restaurant trends, and advice for starting a new restaurant venture. Takeaways Restaurant industry trends Operational shifts Guest experience and feedback Brand consolidation and diversification Chapters 00:00 Advice for Day One in the Industry