QSR | Track 2: The Labor and Culture Report

The old adage, “happy employees make happy guests,” is taking on fresh meaning as technology and store designs evolve to meet a changing generation. Advancements are being made in the service of helping team members deliver exceptional service. How are the best restaurants doing so? We’ll break down how top operators are unlocking a new level of hospitality, starting with their employees.

To support growth, you need a roster of leaders. Here’s how you can you ensure your restaurant is investing in the right roles, the right people, and putting practices in place to help them grow, evolve, and take your brand to new heights.

With inflation persisting, how restaurants deliver hospitality is often the key to whether a customer feels they got a good “value,” or not. And that starts with how you train, coach, and develop team members to deliver the type of service that stands out.

Victor Fernandez, chief insights officer at Black Box Intelligence, will unveil the first look at the 2026 BBI Total Rewards Survey—which features submissions from 150-plus restaurant brands- exclusively at this conference. Marrying the survey results from trends in BBI’s proprietary Restaurant Performance Network, this session will provide the most-up-to-date and definitive view on the state of the restaurant labor market. We’ll cover: pay and base compensation for hourly and management roles; Bonuses, variable pay, and benefits packages that are winning the talent battle; Turnover, staffing, training/orientation, and employee demographics—and how leaders are connecting these to retention and financial performance.
This will be the official launch of the 2026 Total Rewards Survey results, with insights and commentary available here before they’re released anywhere else.

In this conversation, retention takes center stage. Turnover often isn’t a cost issue—it’s a culture one. Beyond perks, benefits, and pay, creating a restaurant brand that lives up to its promise as an employer of choice boils down to a host of initiatives that start from the top down.

This engaging conversation will ask restaurant leaders to share some of the best tips they’ve received over their careers, and … the opposite. Audience interaction is encouraged as we get to the heart of career development learning how to lead.