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James Bonanno of Upstream Hospitality on The Power of Fast Feedback
Manage episode 517581520 series 2930439
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Zack Oates sits down with James Bonanno, Founder and CEO of Upstream Hospitality Group, to talk about building strong operations, developing A-player leaders, and delivering five-star guest experiences across 20+ locations. From Tap Room to Bango Bowls, James shares how great culture starts with great GMs—and why sharpening the team’s skills is key to growth.
Zack and James discuss:
- Why operations fuel great marketing
- How to identify and develop A-player leaders
- The role of feedback in improving accuracy and service
- Using AI and data to boost training and leadership development
- Turning quick responses into loyal guests
Thanks, James!
Links:
https://www.linkedin.com/in/james-bonanno-a5a665103/
https://www.linkedin.com/company/upstream-hospitality-group/
https://upstreamhospitality.com/blog/tap-room-featured-on-owners-operators/
Chapters
1. Welcome And Guest Intro (00:00:00)
2. Marketing Failures Without Operations (00:01:30)
3. How To Assess A Ten-Unit Brand (00:02:40)
4. The GM As Culture Carrier (00:04:20)
5. Defining And Hiring A-Players (00:06:10)
6. Training Leaders With AI (00:08:25)
7. Using Ovation For Real-Time Recovery (00:10:10)
8. Fixing Order Accuracy And Layout (00:12:00)
9. Million Guests Recovered Vision (00:13:40)
10. Shoutouts, Resources, And Closing (00:15:10)
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