Expert Insights
August 12, 2026
How can restaurant brands help general managers do what they do best — deliver great hospitality — instead of getting buried in scheduling and paperwork?
In this Expert Insights interview, Audrey Hogan talks with Cijoy Olickal, founder of GM Pilot, about simplifying labor management so GMs can focus on guests, not admin work. Cijoy explains how smarter tools, better decision-making, and focusing on real outcomes — not buzzwords — can transform a struggling restaurant into a growth brand again.
Watch the full video to hear practical advice for improving restaurant operations and supporting GMs without adding more staff.
GMs don’t love scheduling: Automating scheduling and time tracking frees GMs to focus on hospitality.
Better labor management boosts profits: One client dropped labor costs by 5%, adding millions in profit and fueling faster growth.
Focus on real outcomes: Buzzwords like AI don’t matter if the result isn’t clear, measurable value.
Make data-driven decisions: Restaurants should mature beyond gut feeling and use balanced data to guide operations.
Reassess tech stacks regularly: After rapid adoption, many brands need to evaluate what actually works at the store level.
Start change management early: True adoption starts with listening to the people who will live with your tech choices.
Labor and food costs stay critical: These top challenges remain constant, despite new technology and market shifts.
Audrey Hogan, COO, TimeForge (interviewer)
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Labor Management: Managing employee scheduling, time tracking, and labor costs.
GM (General Manager): The person responsible for day-to-day operations at a restaurant location.
Change Management: Steps taken to help people adopt new tools or processes.
Tech Stack: The collection of software tools a business uses to operate.
Point Solution: A tool that solves a specific problem, often used alongside other tools.
00:05 – Audrey Hogan:
Tell me a little about yourself.
00:07 – Cijoy Olickal:
I created a company called GM Pilot. We help general managers by taking work off their plate, starting with labor management. I’ve never met a GM who loves building schedules or tracking who’s milking the clock. So we handle that for them and act as a buddy for the GM. We launched GM Pilot this year, and it’s working really well.
00:32 – Audrey Hogan:
Yeah, that’s fun — we tackle similar problems but from different angles.
00:41 – Cijoy Olickal:
Exactly. One of our big clients said they’d drop labor costs from 22% to 17%, generating about $10.5 million in profit for the network. That lets them reinvest in better locations and higher volumes — it’s a win for everyone.
01:04 – Audrey Hogan:
That’ll accelerate growth for sure. What’s your favorite part of all this?
01:10 – Cijoy Olickal:
Seeing people’s faces when they realize their struggling restaurant can turn around and become a growth brand again — that’s heartwarming.
01:23 – Audrey Hogan:
The industry’s been through a lot. This year’s FS Tech feels like every session is about AI — but often it’s just a buzzword. How do you see AI actually being useful?
01:53 – Cijoy Olickal:
Saying “AI” or “database” isn’t the point — what matters is the outcome. What value are you generating with the tech and how does it help your bottom line? That’s the real question.
02:18 – Audrey Hogan:
Yes! Besides AI and point solution automation, what’s the next big trend for restaurant tech that nobody’s talking about?
02:35 – Cijoy Olickal:
For me, it’s all about better, faster decisions. People are recognizing they can’t run on gut feel anymore — they need a balanced view of what’s working and what’s not. The art is knowing which signals matter and which are just noise. It’s a maturity curve, but as brands grow, they get better at this.
03:44 – Audrey Hogan:
You said “the world I came from” — tell me more.
03:48 – Cijoy Olickal:
I came from engineering and management consulting. I worked on mission-critical radio systems, then rolled out ERP systems for the Global 100 during the Y2K era. In 2012, I wanted to stop traveling because of my daughter. Brinker gave me a shot even though I knew nothing about restaurants — they made me work in the restaurants until I learned it. I almost ran away after 90 days, but I realized how much we impact real people daily. That’s why I stayed.
05:20 – Audrey Hogan:
So behind the tech, you have a hospitality heart.
05:23 – Cijoy Olickal:
Absolutely. We’re here to serve — product and human touch.
05:28 – Audrey Hogan:
This FS Tech really shows how the tech adoption cycle has evolved. Many CIOs are reassessing solutions, sometimes from vendors who aren’t from hospitality but have great ideas.
07:06 – Audrey Hogan:
What’s next for vendor relationships or tech trends?
07:34 – Cijoy Olickal:
People worry about the hype cycle — crypto, blockchain, NFTs. But the question is always: does it add real value? Now, people need to see how the “gems” they bought fit together and create real art — real results.
08:15 – Audrey Hogan:
For CIOs rethinking their tech stack, any advice?
08:26 – Cijoy Olickal:
Go back into the restaurant. See what people really use and what they bring in themselves. Your team might use WhatsApp if you didn’t provide communication tools. Once it’s there, you can’t take it away — so keep it safe. Stay in touch with your employees and customers. Don’t get stuck in the ivory tower.
09:48 – Audrey Hogan:
Great advice. Balancing stakeholders and user needs is tough. How do you avoid a bad tech buy?
10:42 – Cijoy Olickal:
Start with the people living with the decision — that’s “pre” change management. Find the thorn in the lion’s foot and pull it out. If you do, they’ll support whatever you roll out. Focus on what makes their lives better — that’s what matters.
11:38 – Audrey Hogan:
Did you have a favorite session?
11:46 – Cijoy Olickal:
The presidential one — hilarious! I voted for Doug. He’s my champion.
12:05 – Audrey Hogan:
What are your main takeaways from FS Tech this year?
12:15 – Cijoy Olickal:
Labor and food costs are universal challenges — they always will be. You can’t control everything: labor costs, competition, food costs, global supply chain shifts. Do the best you can with what you can control.
13:22 – Audrey Hogan:
Great advice. What else should people know about GM Pilot?
13:31 – Cijoy Olickal:
If you need help with labor, visit gmpilot.com. We analyze your data, show you how to improve, and help you avoid hiring an extra assistant GM. Let your GM focus on hospitality — not spreadsheets.
14:09 – Audrey Hogan:
Perfect. I love it — excited for our partnership!
14:44 – Cijoy Olickal:
We help general managers get back to being hospitality people, not spreadsheet people.
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