Gary Chaglasyan is a restaurateur and serial entrepreneur with over 25 years experience launching 65+ hospitality projects. Gary is an expert in automation and helping businesses becomes more efficient while still maintaining a sense of control over those critical tech touch-points.

Here are a few highlights from this episode:

What is the most important aspect of the guest experience nowadays?

“It’s the quality, it’s the service, it’s the consistency, I mean nothing new. Maybe now it’s delivered a bit differently. I’ve been in so many different concepts and in some places the atmosphere was the most important thing and in other places it was the food consistency and the quality. Obviously connecting to that customer understanding what he wants in that space and that is what makes feedback so important . . .

. . . I think restaurants, especially the small restaurants, lose control of their customer. At some point they don’t get that feedback. In the guest experience it’s important to get the feedback to better segment.”

What successful strategies and tactics have you seen/tried?

“Be in touch with your customer after the order has been delivered, I mean, since we are concentrated into off-premise and delivery segments. It’s so important not to lose that touch with your customer. We often see that there are issues that are outside of a restaurants control because they use third party, they use delivery services and so forth. Connecting with that customer and understanding those issues is one of the things we try to work with the restaurants to help them understand that working with their customers is so important for the return business.“

Who deserves an Ovation?

“There are so many amazing companies but I love seeing what smaller AI companies or voice AI companies are doing in industry.“