Embracing Change and Innovation: Key Takeaways from the #RLC Event

The Restaurant Leadership Conference (#RLC) recently brought together industry leaders to share insights on navigating challenges and harnessing opportunities in the dynamic landscape of hospitality. With a series of engaging sessions, the event spotlighted strategies from customer experience enhancements to technological integrations that are shaping the future of dining. Here are the pivotal learnings and trends from the event:

Technology and Efficiency

One of the standout sessions featured insights from Michael Schatzberg , Gregg Majewski , Carissa De Santis, PMP® , and 🥪 Deric Rosenbaum , who emphasized the importance of selecting technology partners that offer open APIs for seamless integration. They highlighted that technology should not only address immediate operational needs, but also enhance customer interactions and streamline mundane tasks. Moreover, platforms that consolidate multiple processes can significantly reduce execution time, thus optimizing overall efficiency.

Enhancing the Customer Experience

A recurring theme across many discussions was the crucial role of customer experience in driving brand loyalty and growth. Jennifer Schuler and Shannon Hennessy shared that maintaining a connection to one’s roots and consistently delivering high-quality, feel-good experiences can supercharge growth. The discussions encouraged businesses to be mindful of their community impact, suggesting that serving their community is not just a transaction — it’s an honor.

Labor and Wage Dynamics

Jim Bitticks, CFE shared intriguing findings on the impact of wage increases on both pricing and employee satisfaction. Implementing kiosks was discussed not as a replacement for labor, but as a strategic tool to reallocate resources more effectively—enhancing the capacity to maintain service quality and manage increased order volumes due to efficiency of kiosk ordering.

Focus on Core Offerings

Sessions focusing on menu strategies, like those led by Nancy Kruse , Troy Hooper , Betsy Hamm , Annica Conrad , Andrew Rebhun and André Vener advocated for a streamlined approach to menu offerings. Simplifying the menu to focus on core items, enhancing presentation, and expanding beverage options were identified as key strategies to boost profitability and customer satisfaction.

Empowering Teams

Sarah Bittorf , Kelly Costanza , Laura Rueckel and Alicia Kelso underscored the importance of employee satisfaction in creating positive customer experiences. Creating meaningful daily experiences for team members and addressing their needs holistically can lead to more engaged and motivated employees, which in turn benefits the customer, and overall health of the business.

The digital transformation of the restaurant industry was highlighted as a crucial factor for success. The session with José Armario , Christine B. , and Scott Mezvinsky noted the significance of leveraging data to make informed decisions on site development and managing franchise relationships. Embracing digital tools and AI can enhance consistency and reliability, preparing businesses for scalable growth.

Navigating Growth and Challenges

Discussions also covered the strategic aspects of business expansion, including the management of escalating build costs and franchisee enthusiasm. Recognizing top performers like Dave's Hot Chicken , Dutch Bros Coffee , Crumbl Cookies , CAVA , 7 Brew Coffee , KPot Korean BBQ & Hot Pot , Playa Bowls , Just Salad , the sessions provided a roadmap for balancing rapid growth with operational sustainability.

#RLC served as a powerful platform for industry leaders to share best practices and innovative strategies. By focusing on technology, customer experience, and efficient operations, businesses are well-positioned to adapt and thrive in the ever-evolving restaurant industry. As we look forward to future conferences, the insights garnered here will undoubtedly influence the strategies of restaurant leaders aiming to redefine the dining experience.