Science of Service

MarginEdge
  • 5.0 (4)
  • MANAGEMENT

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 here to help. Each episode features honest and insightful conversations with industry pros, seasoned veterans, and rising stars—sharing what worked, what didn’t, and how they kept going when the odds were against them. We’ll help you answer the questions on your mind: How do you streamline operations across multiple locations? How can you take your independent outlet to the next level? What’s the smartest move for advancing your career? With practical strategies and relatable stories, this series is your playbook for thriving in today’s ever-evolving industry. Join us as we dive deep into the art and science of running a successful restaurant and share tips, tools, and fresh ideas to make running your business just a little easier. About the Host: You probably already know Rachel Stainton for her legendary pot roast that’s the star of any table. Now, get to know her as the host of your favorite podcast all about restaurant operations. She's a restaurant operations storyteller who excels at making the complex and technical engaging and impactful whether it's managing waste, tackling inventory, taming prime costs or harnessing point-of-sale technology. With a passion for food, hospitality management, and delivering an exceptional customer experience, Rachel brings her love for the industry to every episode. About MarginEdge: Science of Service is brought to you by the helpful humans at MarginEdge, a restaurant management system created to help you find creative solutions that can get you out of the back office and back onto the floor. Trusted by thousands of restaurants, our unique restaurant technology helps operators save time and focus on what they do best—creating amazing dining experiences. Listen and hit subscribe to uncover proven strategies and fresh ideas to help your business thrive. And, if you can't get enough of Rachel's insights on our podcast, you can always hear more from her, our team, and valued industry experts offering valuable advice in our newsletter. We'd love for you to join our community, so why not subscribe here today!

  1. Growing Can’t Wait: Timing, Capital & the Cost of Delay with Gina Cavendish

    FEB 10

    Growing Can’t Wait: Timing, Capital & the Cost of Delay with Gina Cavendish

    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, missed opportunities, and small inefficiencies that quietly scale into expensive problems. From the scrappy startup phase to the complexity of enterprise-level operations, she walks us through the predictable stages of hospitality growth—and what operators need to put in place at each one. Rachel and Gina discuss the discipline behind expansion: how to think about capital, why systems matter earlier than you think, and how a 5% margin gap can translate into a million-dollar decision. Gina shares practical insight on choosing the right tech stack, investing in finance leadership sooner rather than later, and maintaining culture as complexity increases. From mapping out your growth runway to knowing when to pivot, this episode offers a grounded framework for operators navigating good times, tough times, or something in between. If you’re opening your second location, tightening up operations at ten units, or preparing for your next stage of scale, this episode is a reminder that growth isn’t about speed—it’s about discipline. Science of Service Blog

    37 min
  2. Inside the Hospitality CEO Playbook: Six Roles That Drive Growth with Juanny Romero

    JAN 27

    Inside the Hospitality CEO Playbook: Six Roles That Drive Growth with Juanny Romero

    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 first place. She opens up about the discipline behind building strong teams, why culture must be intentional, and how values only matter if they show up in daily decisions. The conversation unpacks Juanny’s framework around the six essential roles of a CEO, revealing what leaders need to focus on as their business grows—from setting vision and coaching teams to building systems that empower, not control. Along the way, she challenges the idea that purpose slows growth, showing how it can actually accelerate performance when done right. From developing future leaders to creating teams that stay, Juanny offers a practical roadmap for operators who want to build businesses that are both profitable and principled. If you’re looking to grow with intention, lead more effectively, and turn your values into a competitive edge, this episode is for you. Science of Service Blog Learn more about Mothership Coffee Roasters

    36 min
  3. Purpose Meets Profit: Retention, Talent & Social Impact with Kerry Brodie & Abe Monzon

    JAN 13

    Purpose Meets Profit: Retention, Talent & Social Impact with Kerry Brodie & Abe Monzon

    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, asylees, and survivors of human trafficking into meaningful culinary careers—and why retention, not just recruitment, is the true measure of success. Abe brings the operator perspective, explaining how these partnerships have improved team stability, culture, and long-term performance across USHG’s restaurants. The conversation unpacks what it really takes to build loyal teams: thoughtful onboarding, ongoing support, empathetic leadership, and a hiring approach that values people as much as performance. Together, they show why “doing good” doesn’t have to come at the expense of doing well. From reducing churn to creating a stronger guest experience, Kerry and Abe offer a practical roadmap for operators looking to rethink their hiring strategy and build teams that actually stay. If you’re tired of the revolving door and ready to invest in smarter, more sustainable staffing, this episode shows what’s possible when purpose and profit work hand in hand. Science of Service Blog Get involved with Emma’s Torch

    37 min
  4. The End-of-Year Toast: Lessons from the Science of Service Holiday Party

    12/30/2025

    The End-of-Year Toast: Lessons from the Science of Service Holiday Party

    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 from USHG, and Mothership Coffee CEO Juanny Romero—each bringing their own perspective on what it takes to lead, support teams, and stay grounded during one of the most demanding times of year. Together, they reflect on the push and pull of the holiday season—from finding meaning in the work when things get hectic, to setting clear expectations with teams and managing cash flow when business is either booming or painfully slow. There’s practical advice throughout, alongside a clear message: being honest about the strain and leading with empathy isn’t a weakness, it’s part of the job. The conversation reinforces that putting people first often means making thoughtful, sometimes difficult decisions, but care and clarity are what carry operators through the holidays and into the new year. So grab a drink, take a breath, and consider this your invitation to the Science of Service holiday party—no clean-up required.

    16 min
  5. Hard Lessons in Growth: Fragile Partnerships, Hard Pivots, and What the Data Really Tells You with Omar Kasim

    12/16/2025

    Hard Lessons in Growth: Fragile Partnerships, Hard Pivots, and What the Data Really Tells You with Omar Kasim

    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, and the moment everything turned sideways—when a remote partner tried to take over the business overnight. He walks us through rebuilding from the ground up, turning around a failing restaurant by focusing on the fundamentals, and why “no deal is better than a bad deal” might be the savviest advice an operator can keep in their back pocket. The conversation digs into the habits that keep a business resilient: clear contracts, trust-based relationships, thoughtful financial data, and the kind of customer experience that does its own marketing. From choosing the right collaborators to spotting opportunities hiding in plain sight, Omar offers a grounded roadmap for operators navigating growth, setbacks, or the pressure to scale. If you’re steering a young concept, rethinking a partnership, or searching for your next breakthrough, this episode shows what can happen when you bet on yourself—and listen closely when your customers vote with their orders. Science of Service BlogPlomo Quesadillas: Omar’s Story

    30 min
  6. Crafting Calm: How Operators Can Thrive Even When the Market Tightens with Doug Cunningham

    12/02/2025

    Crafting Calm: How Operators Can Thrive Even When the Market Tightens with Doug Cunningham

    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 backfires and why clarity, not panic, should guide every decision. The conversation breaks down the tools and habits that help teams work smarter: simple dashboards, better KPIs, and tech that actually supports the people using it. From managing chaos to choosing the right systems, Doug offers a practical roadmap for staying focused, protecting the guest experience, and building a business that can grow even in tough conditions. If you're looking to tighten operations, strengthen your team, or finally make sense of your numbers, this episode gives you the clarity you need.  Science of Service Blog Crafted Ledgers

    34 min
  7. Building a Franchise: Ivan Ramen’s Recipe for Scalable Growth & Consistency

    07/01/2025

    Building a Franchise: Ivan Ramen’s Recipe for Scalable Growth & Consistency

    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 its heart. From working with co-packers to maintain consistency, to building out a tech stack that rivals larger chains, Ivan and Chad share the systems, mindset, and relentless attention to detail required to keep hospitality front and center—even as the brand expands.  If you’re thinking about franchising your concept, this episode is a crash course in getting the foundations right, protecting brand authenticity, and ensuring your guests’ expectations are met—no matter where in the world they’re sitting. Ivan Ramen Science of Service Blog

    32 min
  8. Scaling the Slice: Deliveries & Growth Without Compromise from Andy's Pizza Founder Andy Brown

    06/17/2025

    Scaling the Slice: Deliveries & Growth Without Compromise from Andy's Pizza Founder Andy Brown

    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 to obsessing over order timeliness and pizza sound quality (yes, really), Andy breaks down the practical magic of doing simple things really well. He shares how he uses tech, training, and good ol' hospitality to create consistency at scale, while still being the kind of place where regulars feel seen. If you’re in the thick of building a brand that cares as much about quality as it does about growth, this one’s for you. Expect laughs, lessons, and a new respect for the humble cheese slice. Andy’s Pizza Science of Service blog

    38 min
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Trailer

Ratings & Reviews

5
out of 5
4 Ratings

About

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 here to help. Each episode features honest and insightful conversations with industry pros, seasoned veterans, and rising stars—sharing what worked, what didn’t, and how they kept going when the odds were against them. We’ll help you answer the questions on your mind: How do you streamline operations across multiple locations? How can you take your independent outlet to the next level? What’s the smartest move for advancing your career? With practical strategies and relatable stories, this series is your playbook for thriving in today’s ever-evolving industry. Join us as we dive deep into the art and science of running a successful restaurant and share tips, tools, and fresh ideas to make running your business just a little easier. About the Host: You probably already know Rachel Stainton for her legendary pot roast that’s the star of any table. Now, get to know her as the host of your favorite podcast all about restaurant operations. She's a restaurant operations storyteller who excels at making the complex and technical engaging and impactful whether it's managing waste, tackling inventory, taming prime costs or harnessing point-of-sale technology. With a passion for food, hospitality management, and delivering an exceptional customer experience, Rachel brings her love for the industry to every episode. About MarginEdge: Science of Service is brought to you by the helpful humans at MarginEdge, a restaurant management system created to help you find creative solutions that can get you out of the back office and back onto the floor. Trusted by thousands of restaurants, our unique restaurant technology helps operators save time and focus on what they do best—creating amazing dining experiences. Listen and hit subscribe to uncover proven strategies and fresh ideas to help your business thrive. And, if you can't get enough of Rachel's insights on our podcast, you can always hear more from her, our team, and valued industry experts offering valuable advice in our newsletter. We'd love for you to join our community, so why not subscribe here today!

Information

  • Creator
    MarginEdge
  • Years Active
    2025 - 2026
  • Episodes
    15
  • Rating
    Clean
  • Copyright
    © 2025 MarginEdge
  • Show Website
    Science of Service