How can a restaurant operator scale a multi-location brand without sacrificing authentic human connection in a digital world? Michel Falcon, CEO of Brasa Peruvian Kitchen, joins Shawn Walchef on Digital Hospitality to share his playbook for building a people-first culture in the restaurant industry. Falcon explains how he modernizes onboarding for tech-savvy employees to keep turnover low, uses tools like Incentivio and Toast to build customer loyalty, and carves out time every Friday to personally email his most frequent guests. He also argues against automating food assembly, showing why technology should streamline back-of-house operations—such as sales tax and inventory—so employees can focus on real face-to-face hospitality as the brand expands across North America.
Use Technology to Support Humans, Not Replace Them – Falcon advocates using automation strictly behind the scenes to eliminate repetitive administrative tasks—like sales tax processing and inventory counting—freeing up managers and staff to deliver genuine face-to-face hospitality.
Nurture Employee Loyalty Through Modernized Systems – To maintain near-zero turnover in an industry known for churn, Brasa Peruvian Kitchen designs digital-first onboarding and mobile learning experiences tailored to younger, tech-savvy team members.
Build Direct, Personal Relationships with Top Customers – Instead of relying solely on automated marketing sequences, Falcon blocks out time every Friday to personally email his most frequent guests from his own inbox to thank them, creating lasting brand loyalty and meaningful personal connections.
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