Off-Premise Insights with The Catering Council for Multi-Unit Restaurant Operators

On this episode of The Takeout, Delivery, and Catering Show, our host, Valerie Killifer, interviews Courtney Smith, VP of Off-Premise at Newk’s Eatery, Ed Keller, Director of Off-Premise Development at Corner Bakery, and James Clark, Director of Food and Beverage at Mama Fu’s.  

These executives are part of the Catering Council for Multi-Unit Restaurant Operators (CCMURO), whose mission is to advocate and bring together foodservice industry thought leaders, experts, and practitioners to discuss challenges, shared concerns, legislative, and regulatory issues related to takeout, delivery, and catering. 

One of the most significant issues has been: narrowing in on industry-wide best practices. 

An excellent place to start is to "make sure that everyone is aligned on your senior team...," says Keller.  

As we have covered in previous episodes, you must make sure you have the infrastructure set up and that your teams understand what it takes to accomplish your goals, otherwise you are setting yourself up for hardships. 

Keeping up with the technology is also a challenge for operators. Tech is continuously evolving. Third-party technology puts pressure on the operators to maintain a consistent experience, adjust operations, and to stay in direct communication with their customers. 

"... it's key that you have somebody in place that is taking the time to work the relationship with these third-party vendors... because there are negotiations that have to be there, again that's your food and your product that they are taking out...," says Smith.

There may not be a one-size-fits-all solution to the off-premise paradigm, but that does not mean it cannot be a successful part of your business. 

Listen to this episode of The Takeout, Delivery, and Catering Show for more insights from some of the best off-premise executives in the restaurant business!


22:33 - Free the data!
29:37 - Strategies for the franchise model. 
38:56 - What are the top challenges of off-premise?
45:21 - How can the CCMURO help operators? 

1:01 - Introductions
2:09 - How did you develop your off-premise channels? 
5:49 - What is the off-premise strategy for multi-unit v. independents? 
10:20 - How can people manage these technology shifts and still focus on the experience that we want our customers to have? 


This episode brought to you by:


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Today's restaurant chains have many channels of foodservice offerings like brick and mortar, takeout, delivery, and catering.  Many times, all of these channels are centralized under one facility.  

One challenge for these restaurants is creating a sales and marketing plan that increases awareness for all offerings.  For example, an off-premise offering is a local proposition to the consumer and for national chains that have all-encompassing sales and marketing strategies, awareness around their local offerings are generally underdeveloped.

On this episode of The Takeout, Delivery, and Catering Show Valerie and Erle speak with Alex Nocifera, founder of Field Day; a platform and marketplace for brand ambassadors helping big brands like Chick-fil-a, California Pizza Kitchen, and Red Robin drive local marketing efforts, such as catering sales outreach. 

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Technology also simultaneously opens up the back-end world of restaurant operations for the entire enterprise. But due to the breakneck speed of technology innovation and uncertainty over standards and norms in off-premises operations, the segment is earning a reputation as ‘the wild west’ of the restaurant industry. However, technology roadmaps that create a seamless customer experience are not only possible, they’re the only way to survive the battles that await operators. In episode three of The Takeout, Delivery, and Catering Show, we sit down with Mo Asgari, President of MonkeyMedia Software, to break down the barriers operators face and will highlight the best technology design for modern-age full-scale deployments.

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