In this episode of the TechBytes podcast, host Rob Grimes sits down with Jeff Caplan, CIO of Hooters of America. Caplan shares his fascinating journey to the role, having previously worked in the payments technology industry before joining Hooters.
Caplan explains how his background in payments has been invaluable in his current position, as the restaurant industry has undergone a major digital transformation in recent years. He discusses Hooters’ evolution, noting that it’s no longer just the traditional “Hooters” that many people picture, but a 41-year-old company with 243 locations worldwide, offering great food, service, and an exciting atmosphere centered around live sports.
With a focus on appealing to a diverse customer base, Caplan highlights the company’s work to revitalize its loyalty program and become more of a “database company,” leveraging data to make informed decisions and provide a personalized experience for both known and unknown guests. On the operational side, Caplan details Hooters’ technology modernization initiatives, including upgrading the point-of-sale system, network infrastructure, and back-office tools to empower managers. He also shares plans to implement features like pay-at-the-table, exploring the balance between providing multiple options to accommodate different guest preferences.
Beyond the four walls of the restaurant, Caplan discusses Hooters’ expansion into non-traditional dining outlets, such as licensing products for sale in supermarkets and exploring partnerships with convenience stores. He sees these as exciting opportunities to bring the Hooters brand to new audiences. Looking to the future, Caplan is particularly enthusiastic about the potential of AI to optimize Hooters’ operations, from intelligently prioritizing and assembling orders to leveraging data-driven insights. This episode provides a fascinating glimpse into the innovative technology initiatives transforming the restaurant industry.
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