Insights from ex-Qdoba & CKE Restaurants COO, Eric Williams, on where operators lose margin and how smart tech, training, and leadership drive profitability.
Running a restaurant brand with multiple locations is a constant balancing act. Margins are thin, labor is tight, and technology is evolving faster than most operators can keep up. But with the right systems and leadership approach, it’s possible to stabilize operations, support teams, and grow profitably.
That’s exactly what we explored in a recent webinar: From Qdoba to CKE Restaurants: COO Lessons on Scaling, Labor, and Profitability.
Hosted by Jay Altizer, COO of Fourth, and featuring guest speaker Eric Williams, the former COO of Qdoba and CKE Restaurants (Carl’s Jr. & Hardee’s), this conversation focused on how multi-unit operators can improve profitability, develop stronger managers, and lead high-performing teams in today’s restaurant environment.
Eric, who now owns and operates several Hardee’s locations, brought nearly 30 years of operational leadership and grounded insights to the table.
In this post, we’re recapping the top takeaways from that discussion, from where operators are losing margin today to how AI, leadership, and smart systems are reshaping the future of restaurant operations.
Some challenges in restaurant operations never change: hiring and keeping good people, battling high turnover, managing razor-thin margins, and staying on top of food and labor costs. But today’s landscape is more complex than ever.
What’s changed? Customer expectations and workforce dynamics have evolved. Guests now expect speed, convenience, and mobile-first experiences. Think loyalty apps, curbside pickup, and digital payments. Meanwhile, Gen Z team members are looking for purpose, flexibility, and wellness. Operators are also managing tech stacks that have shifted from paper logs to AI-powered platforms.
Where profit leaks happen most:
Eric’s advice: “Start with your people. Then stabilize the basics: food quality, cleanliness, speed. Finally, make sure you’ve got real-time visibility into your prime costs and daily performance.”
Not all tech is created equal. According to Eric, the game-changers are the tools that simplify complexity, not add to it.
What’s working:
What’s not:
“Start with the pain,” Eric said. “Pick one problem, like labor or waste, and fix it well. Then build momentum.”
Managers aren’t just shift runners anymore, they’re culture builders. The difference between a good manager and a great one comes down to soft skills: empathy, coaching, and communication.
Eric’s playbook:
Eric mentioned, “Your data should enhance instincts, not replace them.”
A question came up during the webinar: What do you do when your forecast doesn’t justify the staff you know you need to run a good shift?
Eric’s advice: Trust your gut. “The data informs your decision, but it doesn’t make it for you.”
He emphasized using labor management tools like HotSchedules to monitor real-time conditions, allowing managers to flex staffing as needed, without losing track of goals. AI forecasts can help managers prepare for reality, not just the model.
Eric wrapped up the session with a forward-looking view. The most profitable restaurant brands in the next few years will be:
And his takeaway here? “Focus on your people. When your employees feel supported, they deliver better guest experiences, and that’s what drives profit.”
If you missed the webinar, you can watch the replay here.
Want to explore how Fourth is helping multi-unit restaurant brands implement the very strategies discussed in this session, from labor optimization to empowering managers with better tools?
Save time, reduce costs, and increase profitability with Fourth’s intelligent solutions.
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