| 34 mins

Episode 63: How restaurants deliver exceptional customer experience

On the podcast this week we're sitting down with leaders from the culinary world to find out how restaurant operators deliver consistent and high-quality customer experiences.


First up, we speak with Alex Susskind, Professor of Food and Beverage Management at Cornell University’s Nolan School to understand the conceptual framework behind creating exceptional customer service.

We also speak with two standout restaurant operators, Laura Harper-Hinton, CEO and Co-Founder, Caravan, and Cameron Maher, Group Front of House Manager, Trader House Group, to see how these strategies work in practice and explore the policies and processes that blend technology with people management systems.

Credits music: in collaboration with The Coffee Music Project and SEB Collective

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Prof. Alex Susskind

Prof. Alex Susskind

Professor of Food and Beverage Management, Cornell University

Alex Susskind is the Director of Academic Programs and Professor of Food and Beverage Management at Nolan School of Hotel Administration, Cornell University. Susskind joined the faculty in 1998 and was Associate Dean for Academic Affairs from 2019 through 2022. Susskind has an MBA and a Ph.D. in Communication.

Laura Harper-Hinton

Laura Harper-Hinton

Co-founder and CEO, Caravan

Laura Harper-Hinton is the Co-Founder and CEO of Caravan - a boutique restaurant operator and specialty coffee roaster founded in 2009 with business partners Miles Kirby and Chris Ammermann. Caravan operates eight premium all-day restaurants in Central London, including the internationally inspired dining space Vardo.

Cameron Maher

Cameron Maher

Group Front of House Manager, Trade House Group

Cameron Maher is the Group Front of House Manager at Trader House, a collective of restaurants, specialty retail stores and tailored events in Melbourne, Australia, including the restaurants Cutler & Co., Gimlet at Cavendish House, and Cumulus Inc. Maher has worked in hospitality for 15+ and joined Trader House in 2018.

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