Notes

In this episode of Back to Basics, Rachael Nemeth sits down with Suzie Tsai, CEO of Bonchon, who brings a rare and refreshing perspective to restaurant leadership, with over 25 years of experience in brand and marketing at companies like Chili’s, On the Border, and Brinker International.

Now leading Bonchon through explosive growth—from 150 to 500 locations—Suzie shares how marketing instincts helped her zero in on what actually separates great restaurants from average ones: execution. And that starts with training.

They delve into how Bonchon utilizes Opus to ensure consistency across its global, multilingual workforce, why community engagement is a make-or-break metric for franchise success, and how training is more than an operational tool—it’s a brand strategy.

This episode explores the overlap between brand integrity, guest experience, and leadership development—and why in Suzie's view, marketers can’t afford to ignore what’s happening inside the four walls of the restaurant.

Chapters

  • 00:00 Introduction to Suzie Tsai and Bonchon
  • 01:50 Rapid Expansion and Challenges in Restaurant Growth
  • 03:38 Understanding Brand Identity and Market Positioning
  • 05:35 Riding the Wave of Korean Culture
  • 09:11 The Importance of Training in Restaurant Success
  • 12:53 Marketing and Customer Experience
  • 15:47 Challenges in the Restaurant Industry
  • 18:23 Building Community and Local Engagement
  • 21:20 Franchisee Empowerment and Operational Flexibility
  • 23:50 Leadership Development and Team Dynamics
  • 27:34 Curiosity vs. Willingness to Learn
  • 31:33 Creating a Culture of Learning and Trust
  • 35:05 Final Thoughts and Lightning Round

About Us

‍Opus is the training operations platform purpose-built for the frontline. Train 100% of your team in 101 languages on the job to quickly get them up the productivity curve. With full visibility across your workforce, you get the frontline business intelligence needed to drive your business.

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