of Hospitality Benefit and GolfClassic
HIT THE LINKS FOR HOSPITALITY
NCRLA Foundation’s Annual Future of Hospitality Golf Classic
Monday, August 19, 2024 | Prestonwood Country Club in Cary
Grab your golf clubs and get ready for the NCRLA Foundation’s annual Future of Hospitality Golf Classic!
Test your skills against other hospitality professionals. Compete in a variety of contests and raffles. Enjoy food and beverages throughout the course.
Proceeds help provide scholarships and education programs to prepare North Carolina’s next generation of hospitality professionals.
SPONSORSHIPS ARE AVAILABLE
To learn more about sponsorship opportunities, contribute a raffle item, or become a food vendor, contact Chris Mackey at cmackey@ncrla.org.
NCRLA BOARD OF DIRECTORS
EXECUTIVE COMMITTEE:
TOM PASHLEY, CHAIR Pinehurst Resort
JASON SMITH, VICE CHAIR 18 Restaurant Group
SHERI ERHART, TREASURER CMC Hotels
VINAY PATEL, SECRETARY SREE Hotels, LLC
LANCE TRENARY, NATIONAL RESTAURANT ASSOCIATION LIAISON Golden Corral Corporation
AMBER MOSHAKOS, NATIONAL RESTAURANT ASSOCIATION LIAISON LM Restaurants
BURNEY JENNINGS, IMMEDIATE PAST CHAIR Biscuitville Fresh Southern
LYNN MINGES, PRESIDENT & CEO
FRANK GRAY, GENERAL COUNSEL
BOARD MEMBERS:
TAD DOLBIER Tar Heel Capital
TIM GOSS Firehouse Subs
Numerical breakdown of our annual competition
Detailed look at NCRLA’s advocacy efforts
JIM GRATTON Marriott SouthPark Charlotte
KELLY HARRILL Koury Hospitality Hotels
RUSS JONES Davidson & Jones
CHEETIE KUMAR Ajja
JULIA MCGOVERN Poppyseed Market
NISHITH “NISH” PATEL Beacon IMG, Inc.
PINKESH PATEL Ex-Officio, AAHOA Liaison
DEBRA PUNKE Concord Hospitality
GONZA SALAMANCA Gonza Tacos Y Tequila
IAN SAUER
Summit Hospitality
BILLY SEWELL Platinum Corral, LLC
DOUG STAFFORD Griffin Stafford Hospitality, LLC
ALLIED BOARD MEMBERS
JEFF CHANDLER Chandler Foods, Inc.
ANDY CLARK US Foods
WORKFORCE RECRUITMENT TASK FORCE CHAIR
Steve Thanhauser, Angus Barn, Ltd.
Welcome New
Allied
AllianceHCM, Shenandoah, TX
Butterball Food Service, Garner
Certificate Clearing Corporation, Chicago, IL
Ferguson, Charlotte
Java Jeff's Coffee & Tea Company, Indian Trail
MarginEdge, Fairfax, VA
NC Eminent Domain Law Firm, Durham
RestaurantDoc, Cary
Slip Control of North Carolina, Raleigh
Lodging
Ridgeway Inn, Burnsville
Snowbird Mountain Lodge, Robbinsville
The Flat Iron, Asheville
The Westin Raleigh-Durham Airport, Raleigh
Members
Restaurants
Dive Bar Winston-Salem LLC, Winston-Salem
Expand Capital, New Hudson, MI
Fare Game Arcade Pub Kitchen, Clayton
Hoppin', Charlotte
Luna Rotisserie, Durham
Mac's Speed Shop, Raleigh
Sharky's Place, Raleigh
Slim Chickens, Charlotte
Go to NCRLA.org/membership to learn more about NCRLA and to download a membership application.
Thank You to Our Corporate Partners
Corporate Partners support the endeavors of the North Carolina Restaurant & Lodging Association in a variety of ways, including event sponsorships, advertising, and more. NCRLA thanks those who help make the association strong.
Strength in Numbers
Heading into the heart of summer, we look forward to long, sunny days and vacations with our friends and families.
Since this is election year, we will hear from those seeking to hold elected office about their views on public policy-related issues at all levels of government.
Our partnerships with the National Restaurant Association and the American Hotel and Lodging Association provide seamless representation on issues that impact the hospitality industry at the federal level.
Thank you to the members who joined us in Washington, DC for the National Restaurant Association’s Public Affairs Conference—the industry’s largest grassroots event in the country.
Together, we can harness our collective power and leverage the full weight of the industry’s resources to ensure our greatest impact.
We met with NC’s congressional representatives, including Sen. Ted Budd, Sen. Thom Tillis, Congressman Chuck Edwards, Congressman Richard Hudson, Congressman Wiley Nickel, Congressman Dan Bishop, and others.
We pushed for critical industry policies such as managing credit card swipe fees, opposing the FTC’s ban on restaurant surcharges, and maintaining the current tipping system.
These face-to-face engagements help shape legislation that directly supports the hospitality industry.
Many members also joined us recently for our annual legislative reception, Rally in Raleigh, where we hosted over 100 members of the North Carolina legislature. It was an opportunity to thank legislators for their ongoing support of our industry and for engaging these policymakers on key issues for NC restaurants and hotels.
Throughout the year, NCRLA coordinates opportunities for members to connect with public officials and candidates for office. Together, we can harness our collective power and leverage the full weight of the industry’s resources to ensure our greatest impact.
There is strength in numbers. When the hospitality industry comes together, our collective voice becomes stronger and our impact far greater than any single business or operator could be alone.
Your voice, and your membership, make a difference!
Have a great summer!
Lynn Minges NCRLA President & CEO
Tom Pashley NCRLA Board Chair
At Your Service
Volume 13, Issue 3
An official publication of the NC Restaurant & Lodging Association © 2024
STAFF
President & Chief Executive Officer
LYNN D. MINGES
Vice President of Communications & Business Development
CHRIS MACKEY
Vice President of Government Affairs
ISABEL VILLA-GARCIA
Vice President of Finance and Operations
SHELLY EUBANKS
Director of Membership NATALIE COX
Digital Communications Manager NATE ROBERTS
Foundation Program Coordinator KATIE PARKER
Food Safety and Lodging Regulations Specialist
CAROLYN K. GRIFFIN
Editor SHANNON FARLOW
Designer
TRACIE EUBANK
BUSINESS OFFICE
222 North Person Street, Suite 210
Raleigh, NC 27601
Phone: (919) 844-0098
Website: NCRLA.org
For advertising and sponsorship inquiries, contact Chris Mackey, Vice President of Communications & Business Development, at cmackey@ncrla.org.
Published by FARLOW+CO, LLC
UPCOMING EVENTS
Network with hospitality industry leaders at one of NCRLA’s upcoming events. Learn more at NCRLA.org
June 26
NCRLA Foundation Excellence in Education Awards 10 am Virtual
July 23
NCRLA Foundation Board of Trustees Meeting 10 – 11 am Virtual
August 19
Future of Hospitality Golf Tournament 8 am – 3:30 pm Prestonwood Country Club Cary, NC
August 26
NCRLA Chef Showdown Grand Finale 6 – 8:30 pm Bay 7 at American Tobacco Campus Durham, NC
Sept. 24 – 25
AHLA Hotels on the Hill Washington, DC
October 21
NCRLA Board of Directors Meeting
October 21
Manteo to Murphy PAC Event The Pavilion at the Angus Barn Raleigh, NC
November 5
NCRLA Foundation Board of Trustees Meeting
Provide a menu that promotes N.C. products & supports N.C. Agriculture.
• Enhance the “locally sourced in N.C.” message on your menu.
• Identify N.C. ingredients on your menu.
• Feature & promote seasonal N.C. products.
• Align purchasing decisions with N.C. product availability.
For inspiration & resources contact Chad Blackwelder Food Service Marketing Specialist N.C. Department of Agriculture & Consumer Services Office 919-707-3150 • Cell 919-971-4352 • chad.blackwelder@ncagr.gov
CHEF SHOWDOWN BY THE NUMBERS 2024 NCRLA
MIXOLOGY CULINA RY
53 savory chefs and 11 pastry chefs compete in one of five preliminary rounds across the state.
Broad Branch Distillery in Winston-Salem
Vidrio in Raleigh
20 teams of mixologists and NC distilleries compete in one of two preliminary rounds.
10 mixologist teams advance to compete in one of two regional semi-finals.
Native Fine Diner in Greenville
Merle’s Cocktail Bar in Wilkesboro
Six teams move on to compete at the Grand Finale.
First- and second-place teams will join the 2024 – 2025 Got to Be NC team of Beverage Ambassadors
18 savory chefs and eight pastry chefs advance to the regional semi-finals.
AB Tech Community
College Culinary School in Asheville
Carteret Community
College Culinary School in Morehead City
Wilkes Community
College Culinary School in Wilkesboro
Central Piedmont
Community College
Culinary School in Charlotte
Wake Tech Community College School of Baking and Pastry Arts in Raleigh
Central Piedmont
Community College
Culinary School in Charlotte
Wake Tech Community College School of Baking and Pastry Arts in Raleigh
15 savory chefs and five pastry chefs are selected to compete at the Grand Finale.
First- and second-place Chef of the Year and Pastry Chef of the Year become members of the prestigious 2024 – 2025 Got to Be NC team of Culinary Ambassadors
GRAND FINALE: AUGUST 26, 2024 BAY 7 AT THE AMERICAN TOBACCO CAMPUS IN DURHAM
2024 NCRLA Chef Showdown Competition Heats Up
In one of the most exciting competitions to date, 64 chefs and 20 mixology teams are going head to head in the eighth annual NCRLA Chef Showdown, presented by Got To Be NC Agriculture. The 64 chefs compete in preliminary and regional rounds where they prepare and serve dishes to a panel of judges, who are culinary experts working in North Carolina. The judges critique the chefs on their presentation, taste, and use of local ingredients from North Carolina.
New this year is the “Born in the Carolinas” award presented by Pepsi
which will be awarded to the chef, pastry chef, and mixologist team who best showcase the use of any Pepsi product creatively incorporated into their competition dishes, desserts, or in a drink. Competitors are not required to use Pepsi products, but if they do, they are eligible to be considered for one of these four awards. Winners of the Born in the Carolinas Award will be announced in early August 2024.
In addition to the culinary competition, 10 mixologists have teamed up with local distilleries to compete in one of two regional rounds of mixology
competition. Only six teams will advance to the final round. New this year for the bartenders is a separate award for the 2024 NCRLA Best Mocktail of the Year.
At the Grand Finale on August 26, the chef, pastry chef, and mixology finalists will re-create their beverages and tasting-sized portions of their dishes for attendees to sample, as they compete for the coveted titles of NCRLA Chef of the Year, NCRLA Pastry Chef of the Year, and NCRLA Mixologist and Distiller of the Year.
The crowd also gets to play a part and judge the People’s Choice Awards. The Grand Finale is Open to the Public!
Get your tickets today as this event is likely to sell out again this year.
Monday, August 26 • 6 – 8:30 pm Bay 7 at the American Tobacco Campus
Summer Legislative Update
NCRLA ADVOCATES FOR HOSPITALITY
As the 2024 election season heats up, both major political parties are gearing up for a pivotal election season. North Carolina is seen as a very important swing state, and we are expected to witness plenty of action from candidates. Voters from the Tar Heel State could play a large part in the race for President, and who controls Congress. The balance of power is also up for grabs at the state level as we choose our next Governor, the entire Council of State, and all 170 seats in the state’s general assembly. With that as our backdrop, it has never been more important to invest in the candidates that support the issues and policies that allow our businesses to be robust and strong. NCRLA works every day to increase the strength and impact of the hospitality industry, ensuring members’ interests are represented, and clearly
and persistently heard, at all levels of government. To do this, we harness and leverage the full weight of the industry’s resources to ensure the greatest possible public policy impact.
NCRLA IN WASHINGTON, DC
NCRLA leadership, including President & CEO Lynn Minges, VP of Government Affairs Isabel Villa-Garcia, National Restaurant Association Liaison Lance Trenary, board member Billy Sewell, Angus Barn owner Van Eure, and Golden Corral's Elizabeth Trenary and Chappell Phillips spearheaded advocacy efforts at the 2024 Restaurants Act Public Affairs Conference in Washington, DC in April. Meeting with North Carolina's congressional representatives— including Sen. Ted Budd, Sen. Thom Tillis, Congressman Chuck Edwards, Congressman Richard Hudson, Congressman Wiley Nickel,
Congressman Dan Bishop, and others— they pushed for critical industry policies such as managing credit card swipe fees, opposing the FTC’s ban on restaurant surcharges, and maintaining the current tipping system.
We will do this again on September 24–25 at the American Hotel and Lodging Association’s Hotels on the Hill.
NCRLA HOSTS RALLY IN RALEIGH LEGISLATIVE RECEPTION
In May, NCRLA hosted our annual Rally in Raleigh legislative reception. Legislators from across the state attended, including many in House and Senate leadership. ABC modernization, reform of health inspection rules, short-term rentals, and support for tax and regulatory reforms that help foster business growth and job creation were some of the pressing issues that NCRLA members were able to discuss with their
New legislation mandates that bars serving food requiring temperature control must now obtain a Food Service Establishment (FSE) permit and be subject to health inspections and sanitation scores.
elected officials, to name a few. Thank you to our sponsors, The Merrimon-Wynne House, Rocky Top Catering, and Alsco, for their generous support of the event.
What Can You Do?
Government decisions impact virtually every aspect of the hospitality industry, from the way food is prepared to how it is taxed. As a result, it is important to support candidates for public office who understand our business and realize a healthy hospitality industry translates into a stronger North Carolina economy. Your support of NCRLA’s PAC and Advocacy funds is an investment in protecting your bottom line from onerous government mandates.
Come to our events and donate to the NCRLA Advocacy and PAC Fund!
PAC Donations Advocacy Fund
Manteo to Murphy PAC Fundraiser
BARS HAVE UNTIL OCTOBER 1 TO MEET NEW HEALTH INSPECTION CRITERIA
Last year, House Bill 125 introduced significant changes for NC bars that serve food requiring temperature control for safety. This new legislation mandates that bars serving such food must now obtain a Food Service Establishment (FSE) permit and be subject to health inspections and sanitation scores. The North Carolina Department of Health & Human Services (NCDHHS) delayed full implementation of these requirements until October 1, 2024, to provide business owners ample time to comply. This law primarily affects bars that prepare food onsite, however, bars serving only nonperishable items or operating as private clubs remain exempt. Training for compliance is crucial. Eligible bar operators may apply for complimentary access to ServSafe® courses, essential for ensuring staff meet new compliance standards. NCRLA members receive a 20% discount on the required ServSafe® Food Manager Certification, as well as other training and certification programs for your employees. NCDHHS published a detailed FAQ to assist bar owners during this transition. For further assistance or to address concerns about these new regulations, members are encouraged to contact Carolyn Griffin at cgriffin@ncrla.org. For direct inquiries, bar owners can reach out to NCDHHS at NCBarQuestion@dhhs.nc.gov.
NC HOSPITALITY INDUSTRY TAKES STAND AGAINST HUMAN TRAFFICKING
North Carolina Representatives Timothy Reeder and Kevin Crutchfield have introduced a bill mandating human trafficking awareness training for all hotel and vacation rental staff across the state. This legislative move, spotlighted at the state's inaugural Human Trafficking Prevention Conference, aims to empower hospitality workers with the necessary skills to detect and report instances of trafficking effectively. According to the National Human Trafficking Hotline, North Carolina ranks in the top 15 for human trafficking cases in the US. Recognizing
the gap in resources and training, NCRLA partners with BEST to provide the Inhospitable to Human Trafficking Training (ITT) for hospitality employees. This free, 30-minute course offers crucial insights into preventing human trafficking, tailored specifically for the hospitality industry. Access the training now through the NCRLA Member Portal.
For more details on BEST's Inhospitable to Human Trafficking Training, see page 22.
go.heartland.us/sra Why waste time juggling disconnected payments, POS and payroll solutions?
Food truck or fine dining. One location or 20. Heartland offers a powerful suite of payroll, POS and payments tech that seamlessly works together so you can run and grow your restaurant your way — without the headaches.
• Hire-to-retire people management tools
• Flexible payment software
• Faster, simpler restaurant point of sale
Serving Careers Boosts Hospitality Employment in North Carolina
Since launching in October 2023, NCRLA’s $5 million Serving Careers omnichannel recruitment campaign has generated impressive results.
Background
The campaign was funded by a grant allocated by the NC General Assembly, from the state’s portion of Pandemic Recovery Funds, to help the hospitality industry recover dramatic workforce shortages.
Why it matters
The hospitality industry was devastated on May 17, 2020 when, because of the COVID-19 pandemic, all of the state’s restaurants and bars were closed and limited to take-out or delivery orders, while hotels and convention centers were severely limited by capacity restrictions. As a result, many people left our industry to find alternative employment as these businesses were not allowed to operate at full capacity until May of 2021 when Gov. Cooper finally lifted mandatory capacity and gathering limits.
Uphill climb
Research corroborated what we already knew. The hospitality industry is great – but people needed to be reminded why. Serving Careers was designed to give hospitality a “glow up” and remind everyone that this industry welcomes people of all types, ages, and backgrounds. We highlighted the comprehensive opportunities available in local and chain restaurants and hotels, from entry level to executive.
The messaging
To help get restaurants and hotels back to full capacity, we put people at the center of every word and every visual in our campaign and we created a brand-new website, ServingCareers.com, to drive job seekers to available opportunities.
The campaign was supported by a unique partnership with Indeed and paid advertising on streaming TV and radio, social media, public relations, billboards, and bus posters.
The campaign ended on a strong positive note across all channels and tactics. Paid media helped to drive overall impressions through streaming TV and search efforts. ServingCareers.com engaged users and drove them to “take action” on Indeed. The application start rate was 35% which outpaced Indeed’s usual 20% benchmark.
Social media messaging resonated
Social media channels successfully highlighted the campaign’s focus on using real people in the hospitality industry. The posts featuring individual chefs, staff members, and businesses received an outpouring of support. We saw a big increase in chatter when we shared Roger Carter’s story from Winston’s restaurant in Raleigh.
Videos on YouTube were also a popular part of the Serving Careers campaign and the Spanish language targeting on Meta held its own with the English-speaking campaigns.
In the news
The campaign’s successes were picked up by the media as well. Serving Careers generated:
• 39 unique stories including two statewide features on Spectrum, and the Greensboro News & Record published an op-ed
• Total readership/viewership was 16.5 million impressions generated from earned media.
• Eight community events at Job Fairs with more than 500 attendees
Finally, the paid advertising ended May 31, 2024 but the Serving Careers website will remain active until May 2025.
What you can do
Join the movement by sharing your hospitality success stories on social media with #ServingStoriesNC, and don’t forget to tag @ServingCareers. Looking for somewhere to begin? Check out our Membership Engagement Media Kit for resources, sample content, and tips for getting started.
Social Media Hashtags
(Please use these hashtags when you post.)
#ServingStoriesNC
#ServingCareers
Social Media Handles
(Please follow and tag us when you post.)
Facebook: @ServingCareers
Instagram: @ServingCareers
TikTok: @ServingCareers
YouTube: @ServingCareers
Average Monthly Hospitality Employment
From October 2023 through the end of May, Serving Careers generated:
187,181,148 IMPRESSIONS
2,764,037 TOTAL CLICKS
687,084 APPLICATION STARTS
Of those application starts: 75% WERE FOR RESTAURANTS (517,466)
25% WERE FOR HOTELS (168,344)
Regionally, there have been:
223,383 application starts in the Triangle
218,258 application starts in the Charlotte metro area
141,311 application starts in the Triad
46,856 application starts in the Greenville-New BernWashington market
27,170 application starts in the Asheville region
13,161 application starts in the Wilmington market
Share the Campaign
Follow Serving Careers: @servingcareers Instagram.com/servingcareers
Elevating Service with Fintech
About Bella Monica Cucina & Vino
Over 20 years ago, Bella Monica Cucina & Vino opened in Raleigh, North Carolina, serving authentic Italian meals with the freshest ingredients. The restaurant began as an extension of Chef and Owner Corbett Monica's Nana's table and remains a place where family and friends gather to enjoy each other, relax, and eat delicious food. Today, the restaurant operates with a menu boasting traditional Italian foods and a host of beer and wine for customers to enjoy while they gather. Throughout their history, Bella Monica has served friends and family in the Raleigh community with outstanding hospitality, just like Nana. When Bella Monica searched for a partner to simplify and automate beverage alcohol management, they wanted a resource that would mirror their outstanding service—so they chose Fintech.
The
Challenges Faced
Before using Fintech's automated alcohol invoice payments, Bella Monica Cucina & Vino's payment process was inefficient and time-consuming. For each beer and wine delivery, the restaurant was required to follow North Carolina's strict state regulatory laws by providing drivers with payment on delivery. To ensure payment was provided, management had to leave the dining room floor and waste time away from guests in the back-of-house multiple times a day. Additionally, in order to understand total spend or investigate margin eaters, Bella Monica had to spend time in a cramped, often invoice-cluttered office. Again, this process took precious time away from Bella Monica's ability to cultivate and nurture their guest experience to the fullest extent. To
alleviate these struggles while maintaining their extensive wine collection and outstanding service, Bella Monica turned to Fintech.
The Fintech Solution
Bella Monica Cucina & Vino began utilizing Fintech's beverage alcohol management solution in 2017 and immediately received significant time savings and a more streamlined management process. By automating alcohol invoice payments, Bella Monica staff can simply sign off the alcohol delivery and get the driver back on their way, saving several minutes on each and every alcohol delivery. Electronic payments keep Bella Monica's management present for guests and staff, a practice that is vital to their familial approach to service. Fintech also delivers alcohol invoice details back to Bella Monica in clear, concise purchase reports through an easy-to-use client portal, so Bella Monica can review deliveries, see invoices, and request credits without searching through mountains of paper invoices. Electronically managing invoices has also allowed Bella Monica to maximize their limited inventory space with purchases that support the traditional Italian menu. Over the last four years, Fintech's affordable technology has delivered a substantial return on investment and given Bella Monica not just the time but the insight necessary to build upon and elevate their outstanding guest experience.
Contact us today to schedule a demo and see why thousands of nationwide restaurateurs rely on Fintech to help effectively manage their alcohol business.
A CHECK-IN ON TECH IN 2024
Tech adoption has accelerated, integrating more and more into our everyday life experiences. While operators have important opportunities to enhance the customer experience, amplify marketing and operate more efficiently through tech, research shows that consumer attitudes toward tech use in their restaurant experience varies greatly by demographic and service segment. While the majority of operators consider their application of technology in their businesses to be mainstream (vs. leading edge), what’s most important is not necessarily to be leading edge but rather to strategically fit the tech to the customer base they serve.
From the customers’ perspective, mainstream technology in the 3 restaurant occasions/experiences—fullservice, limited-service and delivery—seem to fit into 3 categories: nice-to-have, want-to-have and must-have. By mainstream technology, the Association refers to the convenience-enhancing options that are already widely available for use, even if they aren’t necessarily being used by a lot of restaurants.
FULLSERVICE TECH: NICE -TO-HAVE
For most customers, engagement with employees is an integral part of the experience of going out to eat at a fullservice restaurant, and the data suggests this isn’t changing any time soon. Most consumers don’t appear interested in trading this hightouch interaction for a completely tech-driven experience. Still, the data clearly indicates that customers would embrace some convenience-enhancing tech options to boost or improve their overall experience. The most popular of these would make paying the check easier and faster. It’s not essential that fullservice restaurants have these options, but many consumers think they would be nice to have.
LIMITED-SERVICE TECH: WANT-TO-HAVE
This quickservice segment incorporates a more limited level of employee/customer interaction in the experience by design, relative to fullservice. But the data suggests many younger customers actually desire fewer human-provided services in these restaurant experiences. They welcome technology that fills the gaps to make their limitedservice experience faster and more efficient, and this is true across all ages. It’s not necessarily a deal breaker if limited-service restaurants don’t have these tech options, but a solid majority of customers want them.
DELIVERY TECH: MUST-HAVE
Compared with on-premises restaurant occasions, technology is already baked into the delivery experience for many consumers. Convenienceenhancing options such as web- or app-based ordering are a must-have, rather than an option, and are a deal breaker to the point customers will choose another restaurant if they can’t use technology to order. It’s much more important for operators to incorporate the baseline tech options that delivery customers expect, while keeping an eye on new developments that will set them apart from the competition.
RESTAURANT TECHNOLOGY LANDSCAPE
Restaurant operators recognize the value tech brings to their business.
76% of operators say using technology gives them a competitive edge, but many believe their restaurants could do more to keep up on the tech front.
Only 13% think their restaurant is on the leading edge in terms of how they’re using technology compared with their peers; 23% think their operation is lagging.
64% consider their use of technology to be mainstream, which means the restaurant industry is still far from becoming a tech-centric sector.
As a result, many operators are investing in technology.
WHAT CONSUMERS WANT
TECH IN FULLSERVICE
Limited-service is just that, limited. Most quickservice customers want to use technology throughout the process, believing it makes the transaction faster, more accurate and more efficient.
Customers given a list of 14 techrelated options at quickservice restaurants, delis and coffee shops were asked how likely they’d be to use each one.
TOPPING THE LIST: SMARTPHONE APPS
70% say they’d use an app to order and 65% to pay. Most Gen Z adults, millennials and Gen Xers would use a smartphone app in a limited-service restaurant.
Even though fewer than half of baby boomers reported similarly, they’re much more likely to accept use of smartphone apps in limitedservice than fullservice restaurants.
The ability to pay when the order is placed on the restaurant’s website is another popular option.
42% of limitedservice operators plan to invest in contactless or mobile pay technology in 2024.
RESTAURANT TECHNOLOGY LANDSCAPE
WHAT CONSUMERS WANT
TECH IN DELIVERY SERVICE
Compared with the fullservice and limited-service sectors, use of tech in the delivery segment is already baked into consumers’ expectations. They expect to be able to access, order, customize and pay for delivery orders through their computers or smartphones and if they can’t, they’ll order from somewhere else.
Delivery customers weighed a list of 8 tech-related options at restaurants that deliver food and beverage orders and were asked how likely they’d be to use each one.
Off-premises customers are much more likely than on-premises customers to embrace the use of technology in their experience, so many of these options are already mainstream.
84% report they’d order delivery using a restaurant’s website.
8 in 10 delivery customers—including 59% of baby boomers—say they’d order delivery using a smartphone app.
These customers are much more likely to embrace electronic payment options. 79% of delivery customers would go for contactless or mobile payment options; 73% would pay using a digital wallet such as Apple Pay, Samsung Pay, Google Wallet, PayPal or Venmo.
71% say they’d be likely to order delivery through a third-party service such as DoorDash, Grubhub, Uber Eats or Postmates.
NC ProStart Teams Bring the Sizzle to State and National Competitions
North Carolina high school students were excited to compete in the 2024 NC ProStart Invitational, the state’s premier culinary arts and restaurant management competition.
NCRLA’s philanthropic arm, the NCRLA Foundation, organizes the state-level competition in which schools from across the state vie for nearly $560,000 in scholarships.
This year’s North Carolina ProStart Invitational, presented by Golden Corral, took place on March 14–15 at North Carolina Central University in Durham.
Team members from Asheville High School won both the management and culinary competitions, and Debbie Sturgill from Ashe County High School was named North Carolina’s Educator of Excellence. East Mecklenburg High School in Charlotte was the culinary competition runner-up, and Cary
High School took second place on the management side.
The teams from Asheville moved on to the national competition in Baltimore, Maryland, where they competed against nearly 400 other students from across the country.
Top restaurant and foodservice industry judges created a “Chopped” and “Shark Tank” style platform for the students to compete for a share of scholarships totaling $200,000.
ProStart® is a two-year, industrybacked culinary arts and restaurant management program for high school students. The program reaches approximately 165,000 students in over 1,800 schools in all 50 states, Washington, DC, and the Territory of Guam. Over the past 23 years, more than 1 million students have participated in ProStart.
Thank You to Our Sponsors for Supporting Team NC!
Presenting Sponsor: Golden Corral
Gold Sponsors: US Foods • Ecolab • Employers • Aramark • Pepsi
Silver Sponsors: LM Restaurants • Griffon Stafford
Bronze Sponsors: 42nd Street Oyster Bar & Seafood Grill • Biscuitville • Pinehurst • Hilton Gardin Inn Kitty Hawk • Tri-Arc/Bojangles
Friends of ProStart: Johnson & Wales University • The Umstead Hotel & Spa • SREE • Big Ed’s • East Carolina University
Keep NC's Hotels and Community Safe From Human Trafficking with FREE Training from NCRLA
and Businesses
Ending
Slavery and Trafficking (BEST)
North Carolina was recently ranked ninth in the country for human trafficking cases, according to NC Stop Human Trafficking. North Carolina follows California, Texas, Florida, New York, Georgia, Ohio, Michigan, and Missouri, all of which make up nearly half of the entire country’s reported human trafficking cases for the year.
Hotels and motels are often used by human traffickers because they offer an ideal location for traffickers to force victims to meet with sex buyers. As a result, lodging facilities are one of the most common businesses to unknowingly be used by traffickers to perpetuate their crimes. Human trafficking can negatively impact brand reputation and expose hotels to potential legal challenges if they do not take responsible steps to deter human trafficking.
North Carolina’s lodging facilities can play a vital role in preventing human trafficking in the state. That’s why NCRLA has partnered with BEST to provide FREE human trafficking prevention training for NCRLA members and their staff.
ABOUT BUSINESSES ENDING SLAVERY AND TRAFFICKING (BEST)
Businesses Ending Slavery and Trafficking (BEST) is a nonprofit organization with the mission to educate employers to prevent human trafficking and create pathways to employment for survivors. BEST is the first organization in the country dedicated entirely to working with employers to disrupt human trafficking. BEST has provided consultation and training to hundreds of businesses on how to prevent human trafficking. For more information visit BestAlliance.org.
ABOUT INHOSPITABLE TO HUMAN TRAFFICKING TRAINING
BEST’s Inhospitable to Human Trafficking Training, Sponsored by AAHOA, is a 30-minute, video-based training that is proven to help hospitality employees learn how to spot and safely report potential human trafficking situations. A program evaluation conducted by Arizona State University found that before taking the training, just 22% of hotel employee respondents said they had high or very high knowledge about how to recognize human trafficking in hotels. After completing BEST’s training, that percentage jumped to 83% of trained employees reporting they had a high or very high knowledge about how to recognize human trafficking in their workplace.
North Carolina follows California, Texas, Florida, New York, Georgia, Ohio, Michigan, and Missouri, all of which make up nearly half of the entire country’s reported human trafficking cases for the year.
After BEST’s Inhospitable to Human Trafficking training of trained employees reported they had high knowledge about how to recognize human trafficking in their workplace.
Compared to 22% prior to BEST's training in the country for human trafficking cases* 9th
*NC Stop Human Trafficking 83%
As an industry uniquely positioned to recognize and report human trafficking, it is crucial that we empower all our employees to take action when they suspect a problem. Our partnership with BEST gives members free, ongoing access to a toolkit designed to equip everyone working in the hotel industry with what they need to know to help keep our establishments and communities safe.”
–Lynn Minges NCRLA President & CEO
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7Tips for Stellar Restaurant Ads 7
Gigi Cohen, the Director of Marketing for MDP Restaurant Group, has been using SpotOn Marketing Assist for months, an automated marketing tool that uses AI to create customized email, Facebook, and Google marketing campaigns. It has saved her three – four hours weekly and generated over $2,500 in deal redemptions. Here are Gigi's seven tips for restaurant ads that move the needle.
1. Choose the best platform for your target audience
At the standalone concept Bambuu Asian Eatery, Cohen identified that their core customers were an older demographic, so she decided to boost posts on Facebook rather than targeting a broader audience through their Google Business Profile. Make sure you consider which platform makes the most sense for your restaurant, and don’t necessarily rely on the default settings to boost your
posts. Cohen recommends using location-based ads to more effectively attract locals interested in exploring new dining experiences.
2. Engage with your community
Make sure you consider which platform makes the most sense for your restaurant, and don’t necessarily rely on the default settings to boost your posts.
One of the most successful (and rewarding) restaurant marketing strategies is giving back to your community. For example, offering free lunch for first responders or local shelters is always a win-win for everyone. It's effective organic advertising and generates
positive user-generated content on social media—on top of giving back to your community.
3. Create a strategy with a media mix
TV commercials, radio ads, direct mail, and ad features in the local newspaper or blog site are all options for restaurant advertising, but that doesn't mean you need to dominate them all. Different channels appeal to various audiences. It's important to set realistic goals, measure
Be authentic and avoid stock photography for your social media.
Share photos and reviews to remind guests of your presence.
outcomes, and identify effective strategies.
4. Build trust with your audience
You need to aim to build trust with guests through digital and social media without overselling. Emphasizing the value of fresh food and respecting every dollar customers spend is key. This approach sets you apart and fosters a loyal customer base amidst a sea of restaurant ads and loyalty programs.
Choose what channel of restaurant advertising appeals to your audience.
5.Adopt a comprehensive approach to evaluate your performance
Take a comprehensive approach. Consider revenue, sales growth, upsells, new versus repeat customers, and your social media feedback rather than narrowing in on one metric to determine the success of your ads.
6. Be authentic
Prioritize authentic food photography for social media
Don't focus on one metric to determine success.
and online menus, avoiding stock photos. Authentic ads that reflect your restaurant's unique personality are more effective than generic ones. Embracing your identity in marketing can help connect with guests without needing a large budget.
7. Some clients want something beyond deals
The most important thing in restaurant marketing is for your guests to remember
you're there. The restaurant business landscape is vast, and you must constantly remind guests that you exist. Stay top of mind by sharing photos and reviews of new items and highlighting the benefits of direct online ordering, if you offer it. If you want your ads to drive sales, add a deal for a free appetizer or percentage off their meal.
MEMBER SAVINGS PROGRAM
NCRLA Preferred Providers & Partners
NCRLA partners with a number of businesses to provide discounts and resources to support members.
DELIVERY & TECHNOLOGY SOLUTIONS
DoorDash: Is a technology company that connects people with the best in their cities. They do this by empowering local businesses and in turn, generate new ways for people to earn, work, and live. They started by facilitating door-to-door delivery, but they see this as just the beginning of connecting people with possibility—easier evenings, happier days, bigger savings accounts, wider nets, and stronger communities.
Fintech: Offers industry-leading technology solutions for beverage alcohol management from grain to glass.
Heartland Payment Systems: As an endorsed partner of NCRLA and the National Restaurant Association, Heartland offers a complete suite of services, including credit card processing, payroll services, tip and check management, and gift marketing. With Heartland, restaurants and hotels can reduce expenses, enhance and improve operations, and increase profitability.
Relay: Connecting your team means more than two-way talk. Relay is creating technology that focuses on innovative, durable, and adaptive ways for hospitality teams to communicate safely and efficiently.
SpotOn: From seamless and efficient point-of-sale systems to integrated management solutions built for the fast-growing enterprise, SpotOn builds technology that “works the way you work,” and backs it up with a 24/7 team of experts who make sure it always does—with fairness, flexibility, and a personal touch.
EMPLOYMENT SERVICES AND WORKFORCE DEVELOPMENT
North Carolina ProStart: NCRLA supports culinary and hospitality training programs at the high school level. Mentorships and job placements are available.
FOOD SAFETY CERTIFICATION AND HOSPITALITY INDUSTRY TRAINING
American Hotel & Lodging Educational Institute: Founded in 1953 to provide working hospitality professionals with education and training. AHLEI continues to meet the needs of the industry with a variety of hospitality solutions, including online learning, professional certification, and resources for high schools, colleges, and workforce agencies.
Human Trafficking Training: Businesses Ending Slavery and Trafficking (BEST) provides consultation and training to hundreds of hotels focused on reducing human trafficking and mitigating the reputational, legal, and financial risks associated with it. NCRLA members can receive the training for free.
ServSafe Food Safety Training: NCRLA members get a 20% discount on ServSafe food handler, manager, and allergen training.
FOODSERVICE AND BEVERAGE
Butterball: Butterball offers chefs superior turkey products and exceptional customer service.
Got To Be NC: Representing all aspects of North Carolina agriculture, agri-business, and the state’s growing food industry, Got To Be NC is a proud partner of NCRLA to connect chefs and restaurants to local products to continue to diversify, innovate, and strengthen NC’s food and agriculture businesses.
Pepsi: Born in the Carolinas, NCRLA is proud to partner with Pepsi to not only quench your thirst, but to make a positive impact in the NC community.
Shelton Vineyards: Founded in 1999, Shelton Vineyards was envisioned as a new agricultural resource for an area once dependent on tobacco farming. Discover all the “Rieslings” why NCRLA partners with Shelton Vineyards.
US Foods: As one of America’s great food companies and a leading foodservice distributor, US Foods provides customers with innovative food offerings, culinary equipment, and a comprehensive suite of e-commerce, technology, and business solutions to help increase your bottom line.
HOTEL PERFORMANCE DATA
STR: The global leader in hotel data and performance benchmarking. As an NCRLA member, you are entitled to special discounts on many STR products and services, and access to the monthly STR report.
WORKERS' COMPENSATION
Cerity: A subsidiary of Employers, offers digital, direct-to-customer workers’ compensation insurance policies. They offer a fast, digital, and mobile-friendly experience that can provide instant quotes, flexible and affordable payment plans, efficient claims management, and loss control services, all at your fingertips.
Employers: To help keep restaurants and hotels working safely, eligible NCRLA members can receive a five percent association credit on their workers’ compensation insurance through Employers.
LEGAL SOLUTIONS
ATTORNEY SERVICES
Blanchard, Miller, Lewis & Isley, P.A.: North Carolina’s liquor industry is dynamic and evolving rapidly, but it is also highly regulated. These attorneys have extensive experience representing breweries and hospitality industry clients before the NC Alcoholic Beverage Control Commission, as well as in litigation involving alcoholic beverage laws and regulations.
Cranfill Sumner: These attorneys help keep your business running smoothly and safely, protect your interests, and give you peace of mind. They assist retailers, hoteliers, and those working with them in matters related to Hospitality Law, Professional Liability, Employment Law, and more.
CLASS ACTION SETTLEMENTS
Class Action Capital: Many hotels do not have the time, resources, or relevant data available to file a settlement claim, and Class Action Capital will work with you to submit a fully comprehensive claim recovery, while minimizing the use of your employees’ time, internal resources, and the risk of errors when managing claims yourself.
TAX CREDIT SPECIALISTS
Addesso Capital: NCRLA has engaged Adesso Capital as our partner offering Employee Retention Credit filing services to our members. Adesso Capital provides concierge financial services to small and mid-sized businesses. When the pandemic drove business into a downturn, Adesso assembled a team of tax experts to help businesses maximize the federal COVID relief available to them. Adesso has helped hundreds of businesses secure tens of millions of dollars in ERC funds.
LIQUOR LIABILITY
Hospitality Insurance Group: When your business serves or sells liquor, it’s always best to play it safe. That’s why NCRLA partnered with HIG to provide the best liquor liability coverage possible to protect establishments in what is known to be a high-risk industry.
MARKETING & COMMUNICATIONS
Largemouth: Words matter! Largemouth has been helping clients in the hospitality industry navigate the maze of communication channels to take their stories to the next level. They help you with PR strategy and messaging, media relations, social communications, corporate communications, issues management, and brand activations.
MUSIC LICENSING
BMI: Broadcast Music, Inc. is the bridge between songwriters and the businesses and organizations that want to play their music publicly. Save up to 20% on annual fees. Call 800-925-8451 or visit BMI.com.
PRODUCT SUPPLIERS
Ecolab: Around the world, businesses in foodservice, food processing, and hospitality choose Ecolab products and services to keep their environment clean and safe, operate efficiently, and achieve sustainability goals.
HEALTH & WELLNESS
United Healthcare: Offers “members-only” pricing and healthcare solutions that include affordable virtual doctor visits through Teladoc, individual and family plans that don’t require employer participation, and discounts on home health lab testing services and prescriptions.
Insurance People: An exclusive health insurance offering, Insurance People is an independent NC-based agency that provides a comprehensive suite of insurance solutions to protect you from the unexpected.
Marsh McLennan: Marsh McLennan proudly offers a comprehensive suite of non-insurance benefits, designed to add significant value to your compensation package. This program is ideal for employees of all statuses, including part-time contractors, retirees, seasonal workers, and full-time employees. With benefits such as the Consumerism Card, available for just $10/month, employees gain access to a wide range of services.
Member Moments
Proudly Recognizing North Carolina’s Hospitality Leaders
Making Biscuitville Rise Higher
Kathie Niven, a selfproclaimed process junky, is leading a breakfast and branding resurgence as the first woman and non-family member appointed CEO at Biscuitville Fresh Southern. Her new ideas for the menu and her fresh perspective on operations were recently featured by The Assembly, an online publication that focuses on power and places across North Carolina. With 80 stores currently in North Carolina, South Carolina, Virginia, and more on the way for the quick-serve chain, Niven has introduced new menu items and focused on creating the company’s first real estate selection process. Her focus on forward thinking started in high school in Burlington, when she advocated for funding in Alamance County to create education programs for people who learn differently. Today, as the CEO, she solicits feedback from Biscuitville’s management team and from cooks and cashiers because she values their insight and perspective. Next on her list is email—which she says has “become unruly.” Good luck Kathie—we are here for you on that one!
NCRLA Leaders Celebrated in Business North Carolina’s 2024 Power List
NCRLA President & CEO Lynn Minges and numerous members have been honored in Business North Carolina’s 2024 Power List. This prestigious roster recognizes the state’s most influential leaders, highlighting the substantial impact of our hospitality industry champions. Celebrated members include Bill Boddie, Bill Cecil, Jack Cecil, Rolf Blizzard, GS Chhabra, Dennis Edwards, Greg Hatem, Mohammad Jenatian, Victoria Isley, Vimal Kolappa, Mark Laport, Cam McRae, Amber Moshakos, Lee Nettles, Tom Pashley, Kathie Niven, Doyle Parrish, Andrew Schmidt, Lance Trenary, and Wit Tuttell. Their dedication and achievements continue to shape North Carolina’s vibrant hospitality landscape. LEARN MORE
NCRLA Members Shine in OpenTable's Top 100 Brunch Spots Nationwide
Several NCRLA member restaurants have been named among the nation’s best places for brunch, according to OpenTable's latest rankings. From savory French toast to sparkling mimosas, these establishments stand out across the state. Recognized members include Green Valley Grill in Greensboro, Herons in Cary, Madison’s Restaurant and Wine Garden in Highlands, and the O.Henry Hotel in Greensboro. The selection was based on more than 14 million verified reviews left by diners between February 2023 and January 2024, focusing on brunch-specific feedback. READ MORE
Outer Banks
Restaurant Owner
Fulfills Dying Woman’s Last Wish
Kevin Cherry, owner and operator of Mama Kwans in Kill Devil Hills, didn’t want recognition for dropping everything he was doing and driving six hours to fulfill a person’s dying wish. He got it anyway after the loved ones of a West Virginia woman who received one last act of kindness in her final hours publicly expressed their eternal gratitude online. It all started when Heather Bowers, who was battling the final stages of cancer, said her dying wish was to eat one last pork plate from her favorite vacation spot at the Outer Banks. Once Cherry found out about it, he didn’t think twice. He packed up and headed to West Virgina to provide what ended up being Bowers’ last meal. He was so moved by the experience that he also committed to donate $1,000 to the Hospice that cared for Bowers, exemplifying the compassion and community spirit found throughout the hospitality industry. WATCH VIDEO
Green Valley Grill in Greensboro
Kathie Niven
Crawford Hospitality Keeps Opening New Concepts
NCRLA's 2023 Restaurateur of the Year, Scott Crawford, has unveiled three new ventures so far this year. Brodeto, named for an Italian seafood stew, opened at the end of March as the centerpiece restaurant in Raleigh’s Iron Works district. Brodeto features Italian and Croatian dishes including seafood and pasta, house-made gelato, Italian-inspired cocktails, and regional wines. After a significant renovation to the space under his French bistro Jolie, Crawford Hospitality also recently opened Sous Terre. The exclusive basement bar features a cozy dimly lit environment with amber tones which are a nod to the spot's snake spirit animal. “Each of our concepts has a spirit animal connected to tattoo art,” explains Crawford. “Sous Terre means ‘underground,’ so it seemed fitting for the spirit animal to be a snake. It’s also a nod to the ’90s Hollywood Club, the Viper Room.” Soon you will be able to grab a bite to eat at “Crawford’s Genuine” at the Raleigh-Durham International Airport later this year. Construction is underway in the space that previously hosted 42nd Street Oyster Bar.
LM Restaurants Opening new Birdie’s Barroom & Kitchen Concept
NCRLA member LM Restaurants, renowned for its Carolina Ale House and Taverna Agora brands, is set to open Birdie’s Barroom & Kitchen this summer in the heart of downtown Raleigh. The new venue aims to become a vibrant gathering spot offering breakfast, lunch, and dinner. Nestled in the Wells Fargo building's spacious ground-floor, Birdie’s will provide a modern urban dining experience on the city’s main thoroughfare, helping to lead the downtown area’s resurgence. The Moshakos family recently bought a nearby building in the downtown area for around $15 million at an auction. The family has been a long-time investor downtown, and said they believe the area will stabilize and become the active center of the city.
Historic Flat Iron Building in Asheville Reopens as Boutique Hotel
The Indigo Road Hospitality Group in Asheville breathed new life into one of Asheville’s historic landmarks. The Flat Iron Hotel, which opened in May, is an adaptive reuse project years in the making. The property has 71 guest rooms, a new restaurant called Luminosa headed by local chef Graham House, and a new rooftop bar with incredible views of the Blue Ridge mountains.
Dive Bar Brings Drinks, Fun, and Arcade Games to Winston-Salem’s Burke Street
Dive-Bar, the ultimate 21+ arcade experience, opened its fifth location in Winston-Salem in April. It joins four other places to play in Mooresville, Hickory, Cornelius, and High Point. Owner Rob Grosskopf, a transplant from Minnesota, says his “barcades” cater to families with kids who want to play to games.
Scott Crawford
Brodeto
Did You Know?
Hospitality Industry News Bites
Empower Your Workforce: FREE Hospitality Training Through September
One of the best ways to attract new employees and retain them is to provide training. NCRLA offers 60+ best-in-class training and certification programs in association with our partners at the National Restaurant Association and the American Hotel Lodging Association. Our opportunity to offer this training for free runs out in September when the $1.1 million grant from the NC Department of Commerce closes. If your employees need to learn the fundamentals of customer service or if they could benefit from professional executive-level certifications in management, finance, maintenance, security, or event reputation management, this is your last chance to offer these benefits for FREE. Learn more at NCRLA.training
Business Catering Demand Soars with Return to Office Trend
While more and more office workers are headed back to brick-and-mortar workspaces, the catering industry has found a revival of sorts. A recent “Feeding the Workplace” survey from exCater, took a look at the state of food in the workplace and how restaurant operators can capitalize on the growing opportunity. They found that food for work is expanding beyond traditional business catering, and more companies are using restaurants as a cafeteria alternative.
Record Visitor Spending Elevates NC to No. 5 in US
Travelers spent a record $35.6 billion in North Carolina in 2023, according to the state’s official travel promotion office Visit NC. Nearly 43 million domestic visitors placed North Carolina fifth in US visitation. International travel also rose, with nearly 700,000 visitors spending $997 million. See more economic insights and research on our website
Restaurant Workers and Consumers Not So Far Apart on Tip Culture
With all the talk about tipping fatigue in the news, NCRLA’s Preferred Technology Partner SpotOn found that most restaurant workers tips have stayed about the same and their expectations remain modest. The tipping fatigue, or “tipflation” as it has been coined, seems to be coming from requests for tips in spaces outside the hospitality industry. The report, titled "Beyond Gratuity: Perspectives of Restaurant Staff on Tipping Practices," uncovers that one-third of tipped restaurant workers have seen no change in their tips over the past year, with most still anticipating the standard 15% to 20%. Furthermore, advances in payment technology including handheld pointof-sale devices are enhancing guest experiences and allowing workers to secure better earnings. This survey contradicts the narrative of rampant "tipflation" and showcases how technological tools are crucial in maintaining stable tipping practices, benefiting both guests and servers. READ MORE
Grow online with DoorDash
Partnering with DoorDash to offer online ordering helps you drive more sales and grow your business on the DoorDash app and through your own website.
On the app
Use Delivery, Pickup, and DashPass to unlock the active (and hungry) DoorDash customer base
Delivery
Grow sales with your existing operations
Add an additional revenue stream to your business by offering delivery
Pickup
Reach new customers
Introduce your restaurant to new customers even those outside your delivery radius
DashPass
Help maximize revenue
Tap into the loyal DashPass customer base to increase average annual take-home revenue by 30%.*
*
Ready to grow online with DoorDash?
Reach out to your sales rep today to get started.
On your website
Storefront gets you direct, commission-free orders through your own channels
Storefront
Storefront is commission-free ordering that lives on your website and social media profiles
Customers can also use it to order from you directly through Google Search & Maps
No commissions or monthly fees: You only pay 2 9% + 30 payment processing
Customize your Storefront with your own branding Storefront orders are sent directly to your DoorDash tablet or POS
