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. Better Marketing, Not More Marketing: Driving Profitability in Hospitality with Josh Kopel

    Apr 21

    Better Marketing, Not More Marketing: Driving Profitability in Hospitality with Josh Kopel

    Marketing is essential to any successful hospitality business—but for many operators, it can feel like a constant cycle of activity without clear results. In this episode of Science of Service, Rachel is joined by Josh Kopel, a Michelin-awarded restaurateur turned marketing strategist, who now works with operators around the world to help them drive more profitable, predictable growth. Josh’s approach challenges some of the most common assumptions in restaurant marketing. Instead of doing more—more posts, more campaigns, more channels—he focuses on doing less, but with greater precision and intent. Together, Rachel and Josh explore what actually drives results in hospitality marketing: why most operators are investing time in the wrong places, how to optimize the digital touchpoints where decisions are really made, and how improving conversion can unlock significant growth without increasing spend. The conversation dives into practical strategies for increasing customer frequency, creating high-value offers without relying on discounts, and building direct relationships through simple, consistent communication. If you’re doing all the marketing… and still waiting for the bookings to catch up, this episode is well worth a listen. Science of Service Blog Learn more about Josh Kopel

    39 min
  2. Where Profit Hides: Bookkeeping, Blind Spots & Better Decisions with Trish Fields

    Apr 7

    Where Profit Hides: Bookkeeping, Blind Spots & Better Decisions with Trish Fields

    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 closer to their numbers—uncovering hidden issues, tightening processes, and turning financial data into something genuinely useful. Trish and Rachel explore the areas operators most commonly overlook—from the true cost of third-party delivery and sales tax miscalculations to the risks of relying on surface-level reporting. They dig into why deposits don’t always tell the full story, and how small gaps in visibility can quietly erode margins over time. The conversation also looks at the evolving role of technology and AI in hospitality finance. From speeding up routine tasks to identifying patterns in data, these tools are opening up new opportunities—but its real value takes a little know-how and a lot of human experience. If you’re relying on end-of-month reports, unsure what’s really driving your margins, or simply want to feel more in control of your numbers, this episode offers practical insight into building stronger financial foundations—and making better decisions, faster. Science of Service Blog Learn more about Bookkeeping Solutions & Consulting

    35 min
  3. Financial Clarity in Hospitality: Choosing the Right Accounting Model with Raffi Yousefian

    Mar 24

    Financial Clarity in Hospitality: Choosing the Right Accounting Model with Raffi Yousefian

    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 operators across the industry, helping them turn financial data into meaningful insight and practical decisions. Together, Rachel and Raffi explore how hospitality operators can choose the right financial support for their business—whether that’s simple bookkeeping, an outsourced accounting firm, or building an in-house team.  The conversation dives into the real value of meaningful financial data: how weekly visibility into prime costs can improve profitability, why industry-specific accounting expertise matters, and how the wrong information can sometimes be worse than having no information at all. From choosing the right accounting structure to understanding the metrics that truly drive performance, this episode offers practical guidance for operators looking to move beyond basic bookkeeping and gain real control over the financial side of their business. If you’re juggling remittances, tax submissions, and the financial mechanics behind your operation, this episode offers a clear perspective on building financial clarity—and using it to move your business forward. Science of Service Blog The Fork CPAs

    35 min
  4. Scaling Through a Culinary Lens: Consistency, Guardrails & Brand Discipline with Michael Sanfilippo

    Mar 10

    Scaling Through a Culinary Lens: Consistency, Guardrails & Brand Discipline with Michael Sanfilippo

    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 stayed constant: consistency is built, not hoped for. From notebooks and muscle memory to recipe cards and gold standards, Michael shares how instinct evolves into infrastructure when brands begin to grow. Together, Rachel and Michael unpack what it actually takes to establish a strong brand foundation and expand with discipline. They explore why “simplify before you scale” isn’t just a catchy phrase, but a survival strategy—especially in fast casual models where guests assemble their own meals and margins depend on every individual component performing as intended. From blue-sky ideation to structured testing — and the operational blind spots that surface as brands grow — this episode is a great guide for discipline, clarity and the systems required to scale without losing your edge. If you’re expanding, rationalizing your menu, or simply trying to tighten up operations without losing what made you great in the first place, this episode offers grounded insight into growing with discipline. Science of Service Blog

    37 min
  5. Growing Can’t Wait Part 2: The Four F’s of growth with Gina Cavendish

    Feb 24

    Growing Can’t Wait Part 2: The Four F’s of growth with Gina Cavendish

    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 of timing while trying to grow a business. In this episode, she takes a step back, and discusses all of the different elements of their business and growth strategy you should consider before you begin scouting new locations. Gina introduces us to the concept of 'The Four F's': Founder, Funding, Franchise and Fast. These represent your leadership style, source of capital, interest in a franchising strategy, and the pace at which you'd like to expand. She explains that having a strong understanding of these four elements will allow you to formulate a growth strategy that's optimal for your business.  Rachel and Gina discuss the comparative strengths and weaknesses of different leadership styles, the obligations that come with different sources of funding, the complexities of franchising, and how all of these factors work together to impact the direction and pace of expansion. Whether you're early in the growth process, or well into it but feeling lost, this episode is a reminder that it's important to first understand where you are, before charting a course to where you want to be.  Science of Service Blog

    34 min
  6. 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
  7. 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
  8. 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
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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
    20
  • Rating
    Explicit
  • Copyright
    © 2025 MarginEdge
  • Show Website
    Science of Service

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