“Back to Basics” with Rachael Nemeth

Opus Training
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Back to Basics podcast cuts through the noise to focus on what matters in hospitality. Join Rachael Nemeth, CEO of Opus Training, as she talks with service industry leaders who are shaping today's workforce.

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  1. 20. AUG.

    EP11: Playbook For Scaling From 10 to 50+ Units

    When you open your second location, everything changes. You can't be in two places at once, and suddenly you realize: you need to shift from operator to CEO. Carl Bachmann learned this lesson as a 12-year Ruby Tuesday franchisee before leading turnarounds at Smashburger and BurgerFi. Now as President and COO of Riko's Pizza, he's building franchise infrastructure from scratch. In this episode, Carl shares his 5 pillars for franchise success, why you should "grow like a bush, not like a vine," and the critical skills every scaling franchisee needs. His dual perspective as both operator and executive delivers insights you can implement immediately. Key Takeaways The 5 Pillars Framework: Infrastructure (people), Product Quality, Portfolio Definition, Gold Standard Processes, MarketingGrow Like a Bush: Expand in 5-10 mile circles for better supply chain, marketing penetration, and operational supportThe Magic Number: Keep 20-30% corporate stores to test innovations and maintain skin in the gameThe Second Location Reality: When franchisees can't be everywhere at once, financial acumen becomes non-negotiableTrain on Your Dime: Test everything in corporate stores before rolling out to franchisees6-Week Investment: Successful franchisees complete full training—those who take it seriously have the highest success rates Perfect For: Franchise executives building infrastructure from scratch, multi-unit operators scaling from 10 to 50+ locations, franchisees expanding to their second brand, and leaders balancing corporate support with franchise independence. About Carl Bachmann: President and COO of Riko's Pizza, bringing 30+ years of restaurant industry experience from both sides of franchising. Former franchisee (12 years with Ruby Tuesday), C-suite turnaround specialist at BurgerFi (CEO), Smashburger (COO/President/CEO), and Bertucci's (SVP Operations). Now building franchise infrastructure from the ground up for Riko's tavern-style pizza concept, expanding from 12 to 50+ locations. Time Stamp Chapters 00:00 Why a 30-Year Veteran Chose to Build vs. Turnaround02:32 From Ruby Tuesday Franchisee to C-Suite Executive05:34 The 3 Things That Signal a Winning Franchise Model07:00 The 5 Pillars Framework Explained08:18 The 5 Pillars Every Franchise System Needs11:02 Why Franchisees Belong at the Top of Your Org Chart13:41 What Today's Successful Franchisees Look Like16:33 "Grow Like a Bush" - The Geography of Success19:10 The 20-30% Rule for Corporate Stores21:48 The Skills That Actually Matter for New Franchisees24:42 Beyond Training: Teaching the Business of Business27:26 Why Unit #2 Changes Everything30:03 Lightning Round: Finding Balance After 30 YearsAbout Us Opus is the hospitality training platform purpose-built for the frontline. Train 100% of your team in 101 languages on the job to quickly get them up the productivity curve. With full visibility across your workforce, you get the frontline business intelligence needed to drive your business. Have an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

    35 Min.

  2. 31. JULI

    EP10: Breaking the Turnover Cycle That Kills Restaurant Expansion

    Etkin Tekin left his corporate strategy position at AB InBev's innovation arm to co-found one of the Northeast's fastest-growing restaurant concepts. While most operators struggle with an expensive recruiting cycle—hire, train, lose people, repeat—Haven Hot Chicken broke this pattern. In this episode, Etkin reveals how they built an internal pipeline that promotes 40% of store leadership from within while maintaining just 10% turnover. This approach has slashed hiring costs, ensured brand consistency, and created the team stability necessary for sustainable rapid expansion. Key Takeaways: Why hiring for culture fit beats skills every time (and how to spot it)Specific tactics that reduced hourly worker turnover to just 10%When to hire specialists vs. generalists during rapid growthHow to build community impact directly into your business modelThe framework for making tech investments that actually improve your bottom lineHow to manage shared leadership with multiple co-founders without chaosPerfect for: Multi-unit restaurant operators, franchise executives, anyone struggling with high turnover, and leaders building teams during rapid growth. About Etkin Tekin: Co-founder and CEO of Haven Hot Chicken, former innovation strategist at ZX Ventures (AB InBev), helping scale Nashville-style hot chicken across the Northeast while building a company culture with industry-leading retention rates. Time Stamp Chapters 00:00 Intro: Meet Etkin and Haven Hot Chicken02:04 Origins: Nashville inspiration to pandemic pivots06:50 Career Switch: From AB InBev to hot chicken09:28 Corporate Lessons: Scaling in innovation12:13 Authenticity vs. Scale: Big brands' innovation struggles17:15 Leading Through Ambiguity: When to provide clarity21:06 Low Turnover: How Haven keeps staff24:28 Internal Promotion: Finding leaders without traditional experience27:30 Hiring Evolution: Generalists vs. specialists during growth32:51 Multiple Founders: Division of responsibilities37:26 Beyond Growth: Haven's true mission41:13 Hiring Instincts: Finding the right people43:58 Lightning Round: Career insights and communication basicsAbout Us Opus is the hospitality training platform purpose-built for the frontline. Train 100% of your team in 101 languages on the job to quickly get them up the productivity curve. With full visibility across your workforce, you get the frontline business intelligence needed to drive your business. Have an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

    45 Min.

  3. 1. JULI

    EP9: Training as Brand Strategy

    In this episode of Back to Basics, Rachael Nemeth sits down with Suzie Tsai, CEO of Bonchon, who brings a rare and refreshing perspective to restaurant leadership, with over 25 years of experience in brand and marketing at companies like Chili’s, On the Border, and Brinker International. Now leading Bonchon through explosive growth—from 150 to 500 locations—Suzie shares how marketing instincts helped her zero in on what actually separates great restaurants from average ones: execution. And that starts with training. They delve into how Bonchon utilizes Opus to ensure consistency across its global, multilingual workforce, why community engagement is a make-or-break metric for franchise success, and how training is more than an operational tool—it’s a brand strategy. This episode explores the overlap between brand integrity, guest experience, and leadership development—and why in Suzie's view, marketers can’t afford to ignore what’s happening inside the four walls of the restaurant. Chapters 00:00 Introduction to Suzie Tsai and Bonchon 01:50 Rapid Expansion and Challenges in Restaurant Growth 03:38 Understanding Brand Identity and Market Positioning 05:35 Riding the Wave of Korean Culture 09:11 The Importance of Training in Restaurant Success 12:53 Marketing and Customer Experience 15:47 Challenges in the Restaurant Industry 18:23 Building Community and Local Engagement 21:20 Franchisee Empowerment and Operational Flexibility 23:50 Leadership Development and Team Dynamics 27:34 Curiosity vs. Willingness to Learn 31:33 Creating a Culture of Learning and Trust 35:05 Final Thoughts and Lightning Round About Us Opus is the hospitality training platform purpose-built for the frontline. Train 100% of your team in 101 languages on the job to quickly get them up the productivity curve. With full visibility across your workforce, you get the frontline business intelligence needed to drive your business. Have an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

    45 Min.

  4. 12. JUNI

    EP8: Scaling the Brand, Not Just the Business

    In this episode, we sit down with Anthony Fassio, Chief Retail and Operations Officer at Verve Coffee Roasters—a 14-unit third-wave coffee brand based in Santa Cruz, known for its relationships with growers, surf-town roots, and quality-first approach. Anthony’s specialty is taking craft brands from cult-favorite to national name without losing their “soul”. From Shake Shack to Salt & Straw to now Verve, he’s led the operational growth of beloved brands by building the systems and team development strategies they need to scale. He shares: How Verve is preparing for East Coast expansionWhy “the checklist” isn’t always just a checklistHow his early days growing up on a farm shaped his leadership style.From launching task forces to rolling out training platforms, Anthony offers a practical, people-first approach to operations that’s built to last. This conversation is a deep dive into what it takes to grow a values-driven business—from identifying sacred elements of a brand to making change stick across regions. Anthony opens up about building trust with founders, what most leaders get wrong during early scale, and why being “number two” is where he thrives most. Chapters 00:00 Introduction to Anthony Fassio and Verve Coffee Roasters 02:31 Understanding Third Wave Coffee 06:45 Assessing Brand Culture and Team Dynamics 09:34 Balancing Tradition and Evolution in Brand Systems 12:32 The Importance of Task Forces in Brand Development 14:39 Indicators of Readiness for Brand Expansion 16:44 Early Wins in Communication Strategies 19:50 Learning from Misjudgments in Operations 23:08 The Shift in Training Leadership Roles 24:54 The Evolution of Content Creation 25:52 Finding Your Niche in the Food Industry 27:15 The Role of a Number Two 28:35 Building Trust in Teams 31:01 Identifying Builders vs. Optimizers 32:46 The Importance of Passion in Hiring 34:43 Curiosity as a Key Indicator 36:34 Training as a Priority for Growth 40:43 Lightning Round: Quickfire Questions About Us Opus is the hospitality training platform purpose-built for the frontline. Train 100% of your team in 101 languages on the job to quickly get them up the productivity curve. With full visibility across your workforce, you get the frontline business intelligence needed to drive your business. Have an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

    35 Min.

  5. 12. MAI

    EP7: Innovating the Fast Food Experience Through People Development

    In this episode of Back to Basics, we sit down with Aaron Noveshen, Founder and CEO of Starbird Chicken, and one of the leading innovators in fast casual dining. Aaron shares how Starbird is rethinking people development in one of the most competitive hiring markets—from building an internal leadership pipeline, to implementing transparent pay bands, to offering unique education and ownership opportunities for team members. With a career that spans founding The Culinary Edge and co-founding Pacific Catch and World Wrapps, Aaron brings a rare blend of culinary creativity and operational excellence to the conversation. Chapters 00:00 The Journey of Aaron Noveshen 04:46 Innovating People Development in Restaurants 09:37 Attracting and Retaining Talent 13:13 Transparency and Economic Mobility 18:45 The Role of Technology in Modern Restaurants 23:10 Investing in People Development 26:37 Lessons from Early Career Experiences About Us Opus is the hospitality training platform purpose-built for the frontline. Train 100% of your team in 101 languages on the job to quickly get them up the productivity curve. With full visibility across your workforce, you get the frontline business intelligence needed to drive your business. Have an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

    27 Min.

  6. 28. APR.

    EP6: Scaling a Franchise Through People Development and Purpose

    In this episode, we sit down with Blake Buchanan, Founder and CEO of Bahama Buck’s—a 100+ unit Midwest-based franchise known for its tropical shaved ice and culture-first approach. Blake started the business as a college student in a 240-square-foot snow shack, and by store #2, he was already franchising—a bold move that sparked what’s now a 35+ year legacy. Blake shares how Bahama Buck’s has sustained growth by investing in people development over product hype. From hiring in competitive cities like Austin and Phoenix to building a leadership pipeline from within, he walks us through the systems that keep their culture strong across every location. This conversation is a rare deep dive into how a long-running family business has created lasting values, governance structures, and innovation without losing its identity. Blake opens up about everything from establishing transparent pay bands and offering family-first benefits to the unexpected leadership lesson he learned from his 13-year-old son. Chapters 00:00 The Journey of Bahama Bucks 11:26 Core Principles and Values 15:13 Creating Mini Vacations for Guests 19:51 Innovation and Adaptation in Business 23:18 The Heartbreak of Flavor Rotation 24:24 Unlocking Leadership Potential 26:55 Empowering Others for Growth 28:22 Authenticity in Mission and Values 30:18 The Role of Feedback in Leadership 32:40 Learning from Family and Mentors 34:15 Navigating Family Dynamics in Business 37:25 The Importance of Family in Business 39:23 Lightning Round: Quickfire Questions About Us Opus is the hospitality training platform purpose-built for the frontline. Train 100% of your team in 101 languages on the job to quickly get them up the productivity curve. With full visibility across your workforce, you get the frontline business intelligence needed to drive your business. Have an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

    30 Min.

  7. 14. APR.

    EP5: Building a Sustainable System of Hospitality

    In this episode, we sit down with Andy Hooper, restaurant industry leader and former CEO of Hart House, to talk about how people development drives long-term success in hospitality. With experience scaling mission-driven brands and advising operators across the country, Andy offers a clear-eyed look at what it really takes to build teams that deliver consistently excellent service. Hear Andy’s take on navigating leadership transitions, the future of hospitality, and how brands can maintain consistency as they scale. He shares what curiosity reveals in emerging leaders, why training programs should be built around business metrics, and how social dining is reshaping guest expectations. From the value of frontline development to the operational metrics L&D teams should be tracking, Andy breaks down the systems and behaviors behind sustainable hospitality leadership. Tune in to hear why understanding your employees’ lived experience is key to building loyalty — and how investing in people leads to real, measurable results. Chapters 00:00 Navigating Change in Leadership 02:55 The Importance of People Development 05:54 Trends and Challenges in the Restaurant Industry 08:53 The Future of Hospitality 11:53 Optimism in Social Dining 14:54 The Value of Exceptional Hospitality 20:21 The Power of Consistency in Hospitality 25:32 Training and Development Challenges in Restaurants 30:00 Linking Training Success to Business Metrics 32:10 Spotting Potential Leaders: The Role of Curiosity 38:35 Leadership Lessons and Personal Growth About Us Opus is the hospitality training platform purpose-built for the frontline. Train 100% of your team in 101 languages on the job to quickly get them up the productivity curve. With full visibility across your workforce, you get the frontline business intelligence needed to drive your business. Have an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

    30 Min.

  8. 16. MÄRZ

    EP4: Scaling Business through Customer Experience, Speed, and Connection

    In this episode, we sit down with Darren Spicer, Co-Founder and CEO of Clutch Coffee Bar, to explore how his brand is revolutionizing the drive-thru coffee experience. With a focus on speed, service, and personal connections, Clutch Coffee has grown to 15 locations across the Carolinas, with plans to double by 2025. Darren shares his journey from barista to CEO, the operational strategies behind Clutch’s rapid success, and why human interaction is the key to standing out in the competitive coffee space. Tune in to hear how Clutch Coffee is generating $1.1M+ per location annually while keeping customer relationships at the heart of its business. Timestamps: 00:00 Introduction to Clutch Coffee and Its Mission 01:46 The Importance of Customer Experience in Drive-Through Coffee 07:31 Creating Meaningful Connections in Quick Service 13:07 The Future of Drive-Through Coffee 15:46 Training and Developing a Gen Z Workforce 21:49 Community Engagement and Building Relationships 24:27 Using Opus for efficient and effective training 26:52 Lightning Round: Quick Insights from Darren Spicer About Us Opus is the hospitality training platform purpose-built for the frontline. Train 100% of your team in 101 languages on the job to quickly get them up the productivity curve. With full visibility across your workforce, you get the frontline business intelligence needed to drive your business. Have an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

    29 Min.

  9. 11. MÄRZ

    EP3: The State of Operations: 2025 Hospitality Training 360 Report Recap

    In this episode of Back to Basics, we explore the findings of the 2025 Hospitality Training 360 Report, focusing on the current state of learning and development (L&D) in the hospitality industry. To practice what we preach, we leveraged Google's NotebookLM to transform our written report into an audio format (yes, these speakers are AI-generated!) to demonstrate our commitment to accessibility and efficient content delivery. Hopefully, this allows us to reach more of our audience while showcasing how AI tools can enhance content adaptability without compromising quality. We hope you enjoy this episode. Download the full report here: https://www.opus.so/hospitality-training-360-report-2025 About Us Opus is the hospitality training platform purpose-built for the frontline. Train 100% of your team in 101 languages on the job to quickly get them up the productivity curve. With full visibility across your workforce, you get the frontline business intelligence needed to drive your business. Have an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

    16 Min.

  10. 19. FEB.

    EP2: Building a People First Culture: Training, Hiring, and Leadership in the Service Industry

    Celton talks about his leadership journey from store manager to CEO at CC’s coffee, the importance of maintaining a people-first culture (a la southern hospitality + mentions to qualities he looks for in candidates), and the challenges of training and developing employees in the service industry.  Celton shares insights from his recent store visits, emphasizing the need for effective training and the value of listening to employees. Timestamps: Chapters 00:00 Introduction to CC's Coffee House and Leadership Journey 05:03 The Importance of Community and Guest Service 05:04 The want for more training 08:07 Why Celton chose Opus 08:36 Jam Session - example 10:40 Identifying people-first leaders 11:45 Aspirational Leadership and Legacy Building 12:32 The Power of Continual Improvement 16:12 Learning from Failures and Accountability 16:31 Lightning Round: Personal Insights and Favorites 21:01 Power of learning a new skill About Us Opus is the hospitality training platform purpose-built for the frontline. Train 100% of your team in 101 languages on the job to quickly get them up the productivity curve. With full visibility across your workforce, you get the frontline business intelligence needed to drive your business. Have an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

    23 Min.

  11. 19. FEB.

    EP1: AI in L&D for Frontline Workers with Gregg Majewski, CEO of Craveworthy Brands

    Get ready for a dynamic conversation as Rachael Nemeth and Gregg Majewski dive into the game-changing impact of AI on the restaurant industry. They break down the biggest challenges—shifting consumer habits, soaring costs, and ongoing labor shortages—while exploring how AI is reshaping everything from customer service to operations.  Timestamps: 00:02 Introduction 00:32 Guest Introduction 03:53 The Evolution of the Restaurant Industry 05:08 AI and Its Impact on the Service Industry 10:55 AI Implementation in Craveworthy Brands 14:36 The Role of AI in Training and Development 21:26 Future Outlook of AI in Restaurants 27:32 Closing Thoughts & Q&A About Us Opus is the hospitality training platform purpose-built for the frontline. Train 100% of your team in 101 languages on the job to quickly get them up the productivity curve. With full visibility across your workforce, you get the frontline business intelligence needed to drive your business. Have an idea or experience you'd like to share? Keep the conversation going with us on LinkedIn!

    39 Min.
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Back to Basics podcast cuts through the noise to focus on what matters in hospitality. Join Rachael Nemeth, CEO of Opus Training, as she talks with service industry leaders who are shaping today's workforce.

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