Science of Service

For many hospitality operators, the numbers are something you check at the end of the day—or the end of the month—and trust they’re telling the full story. But that snapshot can be misleading.

In this episode of Science of Service, Rachel is joined by Trish Fields, owner of Bookkeeping Solutions & Consulting. With years of experience working alongside hospitality operators, Trish specialises in helping businesses get cl...

Running a hospitality business is about far more than great food, service, or atmosphere. Behind every busy dining room sits a financial engine that determines whether the operation thrives—or slowly drifts off course.

In this episode of Science of Service, Rachel speaks with Raffi Yousefian, founder of The Fork CPAs, an accounting and controllership firm dedicated entirely to restaurants and bars. Raffi works with oper...

Growth doesn’t just test your ambition. It tests your systems.

In this episode of Science of Service, we sit down with Michael Sanfilippo—MarginEdge’s Chef in Residence and former Brand Chef and Head of Innovation at Cava—to explore what scaling really looks like through a culinary lens.

Michael’s career spans hotel kitchens, fine dining, and high-growth fast casual brands. And while the environments changed, one principle s...

Before you can grow your business, you first have to understand the ins and outs of your operation, and who you are as a leader. 

In this episode of Science of Service, we bring you the second part of our conversation with Gina Cavendish, MarginEdge’s CFO in Residence and a hospitality finance expert. In Part one (which you should go back and listen to if you haven't already), Gina talked at length about the importance ...

Growth rarely fails because the opportunity wasn’t there. More often, it falters because the groundwork wasn’t done in time.

In this episode of Science of Service, we welcome back Gina Cavendish—MarginEdge’s CFO in Residence and a hospitality finance expert—to unpack why planning for growth can’t be something operators put off until conditions feel perfect.

Gina breaks down the real cost of waiting: lost momentum, mi...

What actually drives growth in hospitality—systems, strategy, or something deeper? In this episode of Science of Service, we speak with Juanny Romero, founder of Mothership Coffee, about why purpose isn’t just a nice-to-have—it’s a serious business advantage.

Juanny shares her journey from hands-on founder to people-first CEO, and the leadership shifts required to scale without losing what made the brand special in the ...

Staffing challenges are nothing new in hospitality—but what if the solution isn’t hiring faster, but partnering smarter? In this episode of Science of Service, we speak with Kerry Brodie, founder of Emma’s Torch, and Abe Monzon of Union Square Hospitality Group to explore how purpose-driven partnerships can strengthen teams and deliver real business results.

Kerry shares how Emma’s Torch trains and places refugees, asyl...

You made it to the end of the year—and that alone is worth celebrating!

In this special holiday episode of Science of Service, we invite a few familiar voices from the season to a not-so-formal holiday “party” to talk honestly about what the holidays really look like in hospitality.

Joining the conversation are Omar Kasim of Plomo Quesadillas, Crafted Ledgers founder Doug Cunningham, Kerry Brodie of Emma’s Torch, Abe Monzon ...

Growth doesn’t always fail because the concept is broken—sometimes it stalls because the partnership is. In this episode of Science of Service, we sit down with Omar Kasim—entrepreneur, operator, and founder of Plomo Quesadillas—to unpack the hard truths behind partnerships, pivots, and the unexpected insights hidden in your own sales data.

Omar shares the whirlwind behind his first concept, the rapid rise that followed, an...

What happens when consumer sentiment drops and running a hospitality business suddenly gets even harder? In this episode of Science of Service, we speak to Doug Cunningham—CFO, operator ally, and founder of Crafted Ledgers—about how operators can stay clear-headed when the pressure is on.

Doug shares what he learned scaling Denver Beer Company from one taproom to a multi-location brand, why quick cost-cutting often backfire...

What does it really take to grow a hospitality brand without watering down what made it special in the first place?

In this episode of Science of Service, Rachel sits down with Ivan Orkin—chef, ramen pioneer, and star of Chef’s Table—and Chad Combs, the operational force behind Ivan Ramen’s growing franchise business. Together, they unpack the reality of scaling a cult favorite into a global brand while staying true to ...

What happens when your business depends on third parties to deliver your product, but you still want every order to arrive hot, fresh, and worthy of your name?

In this episode of Science of Service, we dive into the story of Andy Brown, founder of Andy’s Pizza—a neighborhood staple turned regional favorite known for high standards and a refreshingly no-BS approach to delivery.

From making dough in a studio apartment ...

In this episode of Science of Service, we meet Mike Lindsey & Kimberly Love-Lindsey - the husband-and-wife duo behind the fast-growing Lindsey Food Group. 

From finding love on the restaurant floor to launching their first concept during the height of the pandemic, their story is one of risk, resilience, and rewriting the rules of hospitality.

They share how they turned tough industry lessons into a people-first culture ...

In this episode of Science of Service, we’re joined by Ryan Handel - restaurant operator turned co-founder and CEO of FIXE, a bookkeeping solution designed by hospitality folks, for hospitality folks. Ryan’s journey started on the floor of a busy restaurant and led to building a platform that now supports thousands of businesses in getting their financial house in order.

We dig into what it really takes to get the most ...

In this episode of Science of Service, we’re heading back to school (kind of). We sit down with Henry Borgeson, CEO of Roots Natural Kitchen, to hear how a fast-casual brand born in a college town turned custom bowl complexities into a bold, tech-powered expansion strategy.

Henry shares his journey from customer to CEO (yes, really) and talks us through the lessons learned from building their own app, surviving the pand...

Ever wonder what it really takes to grow your hospitality business with private equity—without losing the mission, magic, or sense of community?

In this episode of Science of Service, host Rachel Stainton Markus sits down with Amir Mostafavi, founder and CEO of South Block—a fast-growing fast-casual brand with purpose at its core. Amir shares how he scaled from a single juice bar to a multi-location operation backed by ...

Thinking about expanding your restaurant but not sure how to fund it? In this episode of Science of Service, host Rachel Stainton Markus sits down with Georgina Cavendish, a financial expert with deep experience in the hospitality industry, to explore the ins and outs of securing funding to grow a restaurant business.

Georgina breaks down the challenges and benefits of working with private equity—and shares her insider tips...

In our debut episode of Science of Service we dive into the story of William ‘Bill-E’ Stitt and his journey from the corporate restaurant world to running a burgeoning bacon empire in Fairhope, Alabama. 

Billy shares his vision for the Bill-Es brand and discusses the challenges and triumphs of expanding his restaurant business into retail. 
Learn about the importance of quality, strategic partnerships, and effective proc...

Running a restaurant is no easy feat. Every day brings new challenges, and success takes more than just great food. Science of Service is your guide to navigating the ups and downs of the hospitality management industry, offering real stories, practical advice, and lessons from people who’ve been there. Whether you’re juggling tight margins, managing labor issues, or looking to enhance customer experience, this show is her...