Why This Restaurateur Eliminated Tipping
What it means for the future of hospitality. Tips have become less about rewarding great hospitality and more about subjective likability. The gap they create isn’t just financial—it’s cultural, dividing teams that are supposed to be unified. As a chef, operator, and founder with over 30 years in the restaurant industry, I’ve built my career at the intersection of hospitality and operational innovation. For the past decade, I’ve been focused on addressing one of the most deeply rooted challenges in our industry: the traditional tipping model. {RA} Bistro, a 15-year-old independent restaurant in Lynchburg, Virginia—a historic and traditionally conservative Southern city—has been at the forefront of this shift. Long before the pandemic accelerated the national conversation, we had already started rethinking wage structures, team dynamics, and the role of service in the dining experience. Below, I’ll share our journey on why we made the decision to eliminate tipping, how we restructured compensation, and what happened after we did. It reflects not just theory, but hands-on experience—from a real restaurant, in a real town, with real results. Most people assume we eliminated tipping because of the pandemic or to create an additional revenue stream for the restaurant/owner—but that couldn’t be further from the truth. We did it because, after decades of working side-by-side with restaurant teams, I saw the system breaking down—quietly, consistently, and from the inside out. Tipping had worked for me. I built a career within that system. But over time, it became clear that it no longer worked; not for the people coming up in the industry, and not for the kind of culture we wanted to build at {RA} Bistro. Historically, there’s always been a wage imbalance between the kitchen and the dining room. It made a certain kind of sense within the tipping framework: Front-of-house staff earned lower hourly wages but had access to tips, while kitchen staff were paid higher base wages but excluded from that additional income. It was imperfect, but it was predictable, and in many restaurants, it was simply accepted…
A Perseverance to Serve Others
“Lisa Dahl: Blessed By Grace” shares the inspiring journey of the chef and restaurateur who turned personal tragedy into a thriving culinary career in Sedona, Arizona. After the devastating loss of her son Justin, who was murdered in the 1990s while helping someone in need, Dahl found healing through cooking. The documentary short film from James Beard Award-winning photographer Eric Wolfinger recently debuted at the Sedona International Film Festival and is rolling out at film festivals across the country. In 1995, she moved to Sedona and opened her first restaurant, Dahl & Di Luca Ristorante Italiano, as a tribute to their shared love of cooking. Over the next nearly 30 years, she expanded her business to six acclaimed restaurants (Mariposa Latin Inspired Grill, Butterfly Burger, Cucina Rustica, and two locations of Pisa Lisa Wood Fired Pizza), each dedicated to preserving Justin’s memory…
Bielat Santore & Company – Restaurant Industry Alert
Bielat Santore & Company Sells Another Iconic NJ Restaurant
Despite previous rumors and speculation regarding a potential sale, the renowned Moonstruck Restaurant, situated at 517 Lake Avenue in Asbury Park, New Jersey, has officially changed ownership today, April 29, 2025, according to Richard Santore, Vice President of Bielat Santore & Company, Allenhurst, New Jersey, the broker who negotiated and managed the entire transaction. However, loyal customers and long-time diners can rest assured that the restaurant will maintain its SAME CHARM, SAME CUISINE, SAME STAFF, SAME SERVICE, and SAME COMMITMENT TO EXCELLENCE. The new owners are dedicated to upholding Moonstruck’s esteemed reputation as one of the premier dining establishments along the New Jersey Shore…
Contact Richard Santore, 732.531.4200 for additional information.
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Repurposed Spaces Offer Three Key Advantages
Cost, Time, and Customers. With big-box retailers closing up shop, more than 140 million square feet of desirable retail space has become available, presenting the opportunity for restaurants such as fast-casual concepts to expand their businesses. Modern Restaurant Management (MRM) magazine tapped into Bonside CEO Neha Govindraj for insights into the real estate landscape for fast-casual. The fintech startup focused on providing private credit to brick-and-mortar concepts, at scale has seen a 16-percent growth in revenue year over year on their fast casual concept partners. What real estate opportunities are you seeing for fast-casual brands and what are the economic factors in the mix that are making them available? In more recent years, there’s been a wider adoption of fast-casual concepts. Consumers across the country are interested in the core pillars of fast casual – convenience, pace, and optionality – driving new real estate opportunities for expansion. Nowadays, you’re just as likely to find a Sweetgreen in a Midwest suburb – like Fishers, Indiana – as you are to find one in Midtown NYC. It’s the mass market lifestyle shift over the last 5-10 years that really fuels this. With the closure of big-box retailers, there’s also prime opportunity for fast-casual brands to take advantage of the space that has become available by moving to expand their businesses in new and exciting ways. One example of this is the major rebrands taking place within more traditional retail spaces, like malls, which are being turned into modern shopping centers that house emerging businesses in the fast-casual space and beyond. The real estate opportunities for fast-casual businesses are only increasing and the spaces that are becoming available are only growing more creative – the latest development we’ve seen is former office buildings that are being transformed into renovated dining destinations. The types of spaces that brands are seeking have shifted quite a bit in recent years. Large, flagship storefronts were once the primary model dominating commercial real estate, as brands looked to establish their presence in a splashy and unmissable way. However, as rents and operational costs have continued to climb, the best and most strategic brands are increasingly focused on scaling lean…
Brand Refresh or Total Rebrand?
How to make bold moves to keep your brand relevant in a fickle market. Your restaurant’s been humming along for ten years plus, but since you first opened your doors, the restaurant landscape has grown throughout your city, and you’re finding it increasingly challenging to stay relevant in what used to be a relatively engaging consumer market. You’ve evaluated your current operations, level of service, food quality, and marketing and social media program, and even though you’re functioning on all cylinders, the business is just not there. If you still have more to give and an unwaning passion for what you do, a brand refresh or a complete rebrand may be the plan in lieu of an exit strategy. When deciding between these two options, keep it simple. Brand Refresh. This approach is best for restaurants that are not “broken” but need to elevate their brand. Essential starting points include a logo redesign, menu revamp, interior renovation, and a new marketing plan involving many platforms and opportunities you may have previously pushed off. Rebrand. While this approach is often viewed as bold or a Hail Mary, it is an effective strategy for restaurants that have taken their current concept as far as it can go or feel their competitive edge has weakened. A rebrand is a liberating exercise in moving forward with a new name and design aesthetic, a fresh menu concept, and the opportunity to bathe in that new business attention and excitement that consumers and tastemakers relish. Both tactics are fabulous excuses for reintroductions to customers, social media influencers, the media, neighborhood platforms, and community leaders. However, both approaches often hinge on the players involved, such as the owner, chef, and staff. A careful evaluation of reputation, quality of service, and public perception are key factors when diving into either transformation…
Handling Unemployment Claims with Confidence
Without wasting time or losing money. Years ago, when I was leading HR at Potbelly, I got hit with an unemployment claim from a former team member who had clearly quit. They walked off the job and never came back, so I thought, “No write-up, no drama, easy win.” But then I read the claim response our manager submitted: “Employee left due to stress. Wasn’t a good fit.” That vague language cost us the case—and the company money. That moment stuck with me. Because here’s the truth: Even when we’re right, if our documentation is weak or our response is unclear, we’re going to lose unemployment claims. And in a high-turnover industry like restaurants, that adds up quickly. Let’s fix that. Whether you’re a seasoned HR pro or a restaurant operator trying to wear every hat, here’s how to handle unemployment claims with clarity, confidence, and control. Turnover is a part of restaurant life. In fact, according to recent stats, restaurant industry turnover hovers around 75 percent—and for some roles, it’s even higher. That means unemployment claims will keep landing in your inbox. And that means responding poorly to just a few claims each year can cost thousands in money, time, stress, and avoidable audits. Here are a few things I’ve seen time and again (at Potbelly, Dunkin,’ and with clients at Restaurant HR Group) that lead to lost unemployment claims:
- No Documentation. You’d be shocked how often someone is terminated for “performance” but there’s zero record of feedback, warnings, or coaching.
- Vague Responses. Saying someone “wasn’t a good fit” or “had a bad attitude” won’t win a claim. Stick to facts, not feelings.
- Missed Deadlines. Each state has specific timeframes to respond. Miss the deadline? You’re out of luck, no matter how solid your case is.
- Manager-HR Disconnect. If a manager says one thing and HR says another, guess who looks unreliable? Your company, not the employee…
How Influencers Became the New Restaurant Critics
And what this means for operators. Public relations agency Belle Communication has built Brilli, an influencer insights tool that surveys influencers on trends that they and their followers are seeing or want to see from restaurants and food operators. This month, a group of influencers has provided insights on the types of restaurant reviews they publish, the most important criteria for review content, and how operators should respond to online reviews — good or bad. “Influencers report that a single viral post can create a surge in foot traffic and sales, with one mentioning more than 2.3 million views on a Taco Bell post as a clear catalyst for consumer action,” Kate Finley, founder and CEO of Belle Communication, said, noting that independent restaurants could actually stand to benefit even more from a social media review than a national chain would. “While outcomes vary depending on timing, algorithm, and audience interest, even lower-engagement posts often yield brand awareness or social growth. The key is tracking traffic and sales metrics during campaign periods to assess impact.” While Ashlee Sarai (@theashsarai) said that she has had some posts “completely change” a restaurant’s business, sometimes driving up sales after just one day, that isn’t always the case. Influencers often measure their impact by social media engagement. “After promoting with a restaurant, it’s not always easy to immediately track foot traffic,” Nicole Ludwig (@Nicolee.ludwig), said. “However, if the video performs really well, I can confidently assume it’s driving people to visit. Plus, I often see comments from people saying they went to the restaurant specifically because of my video.” All three influencers interviewed had very different responses to whether or not they post negative reviews. Sarai said that she only posts positive reviews because her goal is to “not tear down a restaurant, but highlight the ones that are worth visiting”…
How Chili’s Won When America Raged About Fast-Food Prices
Chili’s turns inflation into a marketing pitch. When social-media feeds lit up with complaints about how pricey fast-food meals had become (“By the time you buy a meal for yourself and someone else, you’ve spent well over $20,” one woman said in a TikTok last year.), Kevin Hochman saw an opportunity in the outrage. The chief executive of the company that owns casual-dining chain Chili’s decided it was time to touch a third rail of restaurant marketing: He compared Chili’s to McDonalds, a surprising tactic since casual-dining chains in the past didn’t consider themselves rivals to fast food. Chili’s diners, the company pitches, get similar burgers to a Big Mac but served at a table with unlimited chips and soda for the same price as a combo meal. And if they are in the mood, a margarita for $6 too. “Twice the beef of a Big Mac,” one Chili’s ad promised last spring, playing up Chili’s own burger deal starting at $10.99—not far off the average price of a large Big Mac meal at McDonald’s. Another touted the chain’s new Big Smasher’s superiority to “just some other burger at a drive-through.” The average cost of a fast-food burger meal has climbed to $12 from $7.50 in 2019, market-research firm Technomic said. This month, Chili’s is back at it, advertising a new Big QP burger with “85% more beef than a Quarter Pounder with Cheese” for $10.99, a not-subtle reference to one of McDonald’s signature burgers. For most consumer companies, inflation has been a curse. But Chili’s has found an unusual way to turn inflation into a marketing pitch: since your fast-food burger costs so much, why not go just a little bit more upscale. While casual-dining chains as a group barely eked out a 1% increase in U.S. sales last year, at Chili’s they grew by 15%, Technomic said. The ads were “like a spark to get people to reconsider coming to Chili’s,” said Hochman, 51, a consumer-products and restaurant-industry veteran. People are saying a fast-food meal at around $16 “is ridiculous,” he said…
Did You Know?
The Method Behind Mystery Diners. Creating an exceptional guest experience goes beyond just serving great food; it’s about delivering an overall memorable visit — from the food and ambiance to the exceptional and friendly service. Every moment, beginning when guests step through the door to when they leave, shapes their dining experience and plays a key role in whether they’ll return. For restaurant owners and operators who want to stay ahead and ensure a consistent, high-quality experience, employing mystery diners can be an innovative and invaluable tool for refining the guest experience…
Employee Tip
The $39.99 Problem: Why Restaurant Workers Are Suffering—One Pair of Shoes at a Time. When someone on your team is limping through the last two hours of a shift, that’s not just discomfort, that’s a signal. A signal that their tools are failing. That the culture might be blind to the cost of staying quiet. I’ve seen it everywhere. From fast casual counters to fine dining kitchens. The subtle signs start early in the shift of the ankle, the low groan bending under the prep table, the deep exhale before heading back to expo. By hour six, it’s no longer subtle…
