TJ Schier, CEO & Founder of SMART Restaurant Group, shares insights on motivating frontline employees and building a guest service culture. He emphasizes the importance of aligning employee culture with guest culture and using incentives to drive higher performance. Schier also discusses the challenges faced by managers in today's environment, including hiring and adapting to the shift towards digital and off-premise dining. He highlights the need for employers to actively market themselves as an attractive place to work and prioritize customer service training.
