Expert Insights
August 12, 2026
In the fast-paced restaurant industry, growth isn’t just about opening new locations—it’s about investing in your people. In this insightful conversation, Mandy Monk, People Leader at True Food Kitchen, shares how prioritizing employee development leads to business success.
From training programs that boost guest satisfaction to fostering purpose-driven work environments, Mandy explains why a strong people-first culture is essential for long-term growth. Watch now to learn how empowering employees can transform your business!
Employee Growth Drives Business Success – Investing in employee development is essential for business growth, especially in the restaurant industry. When employees grow, the company thrives.
A People-First Approach is Key – True Food Kitchen prioritizes people as much as food. Mandy emphasizes that restaurants are not just in the food business—they’re in the people business.
Training and Development Impact Retention and Guest Satisfaction – A well-trained workforce leads to better customer experiences. At Pizza Hut, structured training programs improved guest satisfaction and reduced turnover costs.
Purpose-Driven Work Increases Engagement – Employees are more engaged when they understand how their work aligns with a greater purpose. Helping them see their impact fosters motivation and job satisfaction.
AI and Automation Should Enhance, Not Replace, Human Effort – AI is a useful tool when implemented thoughtfully. Businesses should focus on training AI properly and ensuring it supports—not replaces—human employees.
Planning is Crucial for Successful Innovation – Many businesses rush to implement new technologies without proper planning. Mandy stresses the importance of setting clear goals and managing change effectively.
Small Actions Make a Big Difference – Leadership is about making a positive impact, even in small ways. Something as simple as a smile or a kind word can uplift employees and customers alike.
Join our community of industry leaders and stay updated on the latest trends and technologies in labor management. Subscribe to our newsletter or contact us for expert advice on implementing AI-driven workforce management tools in your operations.
People Team – Another term for the HR department, responsible for hiring, training, and employee development.
Guest Sentiment – A measurement of customer satisfaction and perception, often gathered through surveys and feedback.
Turnover Cost – The financial impact of losing an employee, including hiring, training, and lost productivity expenses.
Learning Management System (LMS) – A digital platform used to deliver and track employee training programs.
Franchise Partner – A business owner who operates a franchise location of a larger brand, following its guidelines and benefiting from its support.
Guest Satisfaction Score (GSS) – A key performance metric in hospitality that measures how happy customers are with their dining experience.
Change Curve – A psychological model that explains how people react to and adapt to change over time, used in change management.
Ramp-Up Period – The time it takes for a new employee, system, or technology to become fully effective in a business setting.
P&L (Profit and Loss Statement) – A financial report summarizing a company’s revenues, costs, and expenses over a period of time.
Change Management – The process of helping employees adapt to new policies, technologies, or business strategies with minimal disruption.
00:05 – Mandy Monk
My name is Mandy Monk, and I’ve been in the consulting space for almost a decade.
00:10 – Audrey Hogan
Consulting for a decade shows you’re very patient—and maybe a little too stubborn for your own good.
00:21 – Mandy Monk
That’s a good way to put it.
00:23 – Audrey Hogan
Tell us a little about the work you do with True Food Kitchen.
00:26 – Mandy Monk
I lead the people team, meaning I work with 4,000 individuals every day. It’s exciting, challenging, and different every day. What I love is leaving a legacy—making a positive impact on each person and the business as a whole. At True Food Kitchen, that means focusing on talent development and growth. This business is in true growth mode.
01:15 – Mandy Monk
In growth mode, you can’t succeed unless your people grow with you. We’re a people business, so it’s about providing opportunities for both personal and business growth. For example, training chefs for whom English is a second language not only helps them personally but also benefits the business.
01:54 – Mandy Monk
There are many traditional ways to drive business growth while also developing individuals and leaving a positive legacy.
02:06 – Audrey Hogan
When a company is in growth mode, it’s easy to lose sight of the core values the founders were passionate about. It’s refreshing to hear that you’re keeping people at the forefront of the business.
02:35 – Mandy Monk
That focus can get lost, but my role is to ensure we remember that we’re a people business. Without bringing our people along, growth becomes a push rather than a pull—and that requires much more energy, effort, and money.
02:56 – Audrey Hogan
I like that phrasing. With your broad experience, what do you love most about your job?
03:19 – Mandy Monk
I’ve been in HR for 23 years. It’s all about helping people see the impact of what they do. If I can inspire someone to realize that their daily efforts matter, then I’ve achieved my goal. Sometimes, it’s as simple as sharing a compliment that brightens someone’s day.
04:06 – Mandy Monk
It’s hard not to smile when someone smiles back at you.
04:10 – Audrey Hogan
Absolutely.
04:12 – Mandy Monk
When I uplift someone—even in a small way—it makes a difference. You don’t have to change the world at once; just one person at a time.
04:36 – Audrey Hogan
In industries like yours, operations often overshadow HR. The challenge is justifying investments in soft skills training as a sound business decision, not just fluff.
05:31 – Mandy Monk
I sometimes put on my business hat from my consulting and IT experience. When designing a training module, I start by asking, “What outcome do you want? What are you trying to achieve?” I then identify the operational metrics to drive that outcome. For example, at Pizza Hut, I was tasked with implementing a learning management system for franchise partners within 10 weeks—after 18 months of planning. I questioned why the timeline was so compressed.
06:06 – Mandy Monk
I reviewed basic costs and turnover numbers, then asked if improving guest satisfaction could help. I proposed training all hourly employees within their first 30 days using standardized procedures and assessments. The result was a 2-point increase in guest satisfaction in less than a year.
07:24 – Mandy Monk
Every franchise partner signed up for the training and agreed to audits. I focused on the bottom line—saving money and boosting guest satisfaction—rather than on turnover numbers alone.
07:59 – Mandy Monk
I presented it in clear, operational terms.
08:43 – Audrey Hogan
That’s a great example. You help people love their jobs, which impacts retention and customer service. What other ways do you help people enjoy their work?
09:06 – Mandy Monk
Engagement is key, but the biggest factor is purpose—understanding what you’re trying to accomplish as an individual and how that ties into the company’s mission. At True Food Kitchen, our purpose is “real food for real life,” which empowers people to eat better every day. I remember taking my kids to sports activities and resorting to McDonald’s for chicken nuggets because it was convenient. If a healthy, gluten-free, air-fried option like True Food offered had been available, I would have chosen that instead. In this way, I help create moments that make people’s lives better.
09:44 – Mandy Monk
I’ve spoken with servers who are passionate about helping others, and that purpose drives engagement and fulfillment.
10:17 – Mandy Monk
It’s about aligning what makes you happy with what makes you unique, which helps you engage with others. When individual purpose aligns with business goals, everyone benefits.
10:46 – Audrey Hogan
I love that full-circle approach. I’m headed to ROFDA next week and look forward to connecting with retailers, restaurants, convenience stores, and grocers to hear what matters most to them—especially about industry shifts and the overuse of AI without context. Have you seen any innovations in this space that excite you or make you roll your eyes?
11:29 – Mandy Monk
AI sometimes makes me roll my eyes. It’s overhyped. While AI has existed in various forms for a long time, the key is using it effectively. For example, we use AI in recruiting to assist individuals with disabilities in completing applications.
12:06 – Mandy Monk
There are positive aspects to AI—it can boost productivity by automating routine tasks, freeing staff for more meaningful work. Instead of saying “I have to do something,” I prefer saying “I get to do something.” That mindset shift is empowering.
12:47 – Mandy Monk
Seeing AI as an opportunity rather than a threat is essential.
13:27 – Mandy Monk
It’s all about the “I get to” mentality, which is far more positive.
13:37 – Audrey Hogan
I love that perspective. I recently attended the Mirtech Executive Summit and Fast Food Service Technology conference, where many people were frustrated with hearing about AI without practical examples. They want real solutions.
14:19 – Audrey Hogan
Taking a 30,000-foot view, we recall how innovations like cell phones and computers were once met with skepticism. Soon, we’ll look back and wonder how we ever managed without AI.
14:44 – Mandy Monk
I agree. Automation offers great benefits, but it requires upfront planning. You need to define your outcomes and understand the change curve. For instance, I once worked with a brand whose automated drive-through failed because the AI wasn’t properly trained. They removed staff too soon, and the system couldn’t handle orders correctly.
15:25 – Mandy Monk
We resolved the issue by reinstating staff to train the AI in the drive-through until it was fully operational. Once the AI was trained, the drive-through ran smoothly, and staff could engage with guests. Without proper planning, many businesses waste money on AI tools that end up unused.
16:39 – Mandy Monk
Investing time in planning upfront is crucial. While it may take longer initially, it saves time and money in the long run.
16:54 – Audrey Hogan
Isn’t that always the truth?
16:56 – Mandy Monk
Exactly.
17:00 – Audrey Hogan
I think I’ve kept you over time. I appreciate your insights today. Thank you for joining me for this chat.
17:11 – Mandy Monk
Of course. Thank you; I appreciate being here and look forward to more conversations.
17:15 – Audrey Hogan
Yeah, me too. All right, have a great weekend.
17:17 – Mandy Monk
Thank you. Bye.
Want to be a labor management pro? Sign up for our newsletter to receive thought leadership, labor management news, and timely insights from industry experts.
We’re committed to your privacy. TimeForge uses the information you provide to contact you about our relevant content, products, and services. You may unsubscribe from these communications at any time. For more information, see our Terms of Service and Privacy Policy.
Don’t miss out! Join the 30,000 subscribers who already benefit from our industry expertise.
We’re committed to your privacy. TimeForge uses the information you provide to contact you about our relevant content, products, and services. You may unsubscribe from these communications at any time. For more information, see our Terms of Service and Privacy Policy.
