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This made it difficult for the company to maintain consistent product quality and customer service across locations. Because of outdated materials, franchises struggled to keep training current, leading to inconsistencies and growing training gaps."},"basis":"publisher_declared","via":["https://www.opus.so/customer-stories/how-bahama-bucks-strengthens-franchise-relations-with-opus-training","Published person (name and role labels)"],"first_observed_at":"2026-09-14T15:55:44.534079+00:00","last_confirmed_at":"2026-09-14T15:55:44.534079+00:00"},{"label":"Chris Griebe","value":{"url":"https://www.opus.so/restaurant-training-podcast/ep20-scaling-consistency-across-3-700-employees-in-fitness","name":"Chris Griebe","@type":"Person","image":"https://cdn.prod.website-files.com/6254ae25c3e3a2cdc526ebaf/69ca91a783e5b56c0c832456_Chris_Griebe_Headshot-v2.jpg","sources":[{"url":"https://www.opus.so/restaurant-training-podcast/ep20-scaling-consistency-across-3-700-employees-in-fitness","format":"Published person (name and role labels)","jobTitle":"Chief Operating Officer","observedAt":"2026-09-14T15:57:44.509359875Z","httpLastModified":"Mon, 14 Sep 2026 15:57:44 GMT"},{"url":"https://www.opus.so/restaurant-training-podcast","format":"Published person (name and role labels)","jobTitle":"Chief Operating Officer","observedAt":"2026-09-14T15:55:44.092916491Z","httpLastModified":"Mon, 14 Sep 2026 15:55:43 GMT"}],"jobTitle":"Chief Operating Officer","description":"Back to Basics podcast cuts through the noise to focus on what matters in hospitality. Join Rachael Nemeth, CEO of Opus Training, as she talks with service industry leaders who are shaping today's workforce.\n\nFollow\n\nChris Griebe, COO of VASA Fitness, joins Rachael Nemeth to break down what it takes to deliver a consistent, high-quality member experience across a rapidly scaling fitness brand where thousands of daily interactions determine whether members stay or churn.\n\nStepping into 70+ clubs and 3,700 frontline employees mid-expansion, Chris shares how his team simplified operations to focus on what actually matters: equipment that works, staff that are welcoming, and clubs that feel clean and comfortable. He explains why most service failures fall into three categories and how distilling complexity into “fixed, friendly, clean” became the backbone of VASA’s operating model.\n\nThis episode explores the realities of scaling in a high-frequency business where members show up multiple times per week, expectations are constant, and the margin for inconsistency is razor thin. Chris unpacks how post-pandemic shifts reshaped the industry, why talent pipelines are the biggest constraint, and what breaks when you grow too fast.\n\nThey also dive into the operator’s role in a high-data environment, why more metrics don’t lead to better outcomes, how to identify the few numbers that actually drive behavior, and why frontline execution matters more than strategy. From training systems to team retention, Chris shares how bite-sized, behavior-focused learning is replacing outdated onboarding models and improving performance.\n\nIf you operate in fitness, hospitality, or any business where the experience is delivered by people in real time, this episode is a masterclass in simplifying operations to scale consistency."},"basis":"publisher_declared","via":["https://www.opus.so/restaurant-training-podcast/ep20-scaling-consistency-across-3-700-employees-in-fitness","Published person (name and role labels)"],"first_observed_at":"2026-09-14T15:57:44.509359+00:00","last_confirmed_at":"2026-09-14T15:57:44.509359+00:00"},{"label":"Chris Steiner","value":{"name":"Chris Steiner","@type":"Person","image":"https://cdn.prod.website-files.com/6254ae25c3e3a291c926eba8/6824a9be28ded3387dc47d97_Frame%201321317347.avif","sources":[{"url":"https://www.opus.so/platform/messages","format":"Published person (name and role labels)","jobTitle":"Chief Operating Officer","observedAt":"2026-09-14T15:55:41.740209824Z","httpLastModified":"Mon, 14 Sep 2026 15:55:41 GMT"},{"url":"https://www.opus.so/platform/training-operations","format":"Published person (name and role labels)","jobTitle":"Chief Operating Officer","observedAt":"2026-09-14T15:55:43.2503561Z","httpLastModified":"Mon, 14 Sep 2026 15:55:42 GMT"}],"jobTitle":"Chief Operating Officer","description":"WHY OPUS"},"basis":"publisher_declared","via":["https://www.opus.so/platform/messages","Published person (name and role labels)"],"first_observed_at":"2026-09-14T15:55:41.740209+00:00","last_confirmed_at":"2026-09-14T15:55:41.740209+00:00"},{"label":"David Lamont","value":{"url":"https://www.opus.so/blog/author/david-lamont","name":"David Lamont","@type":"Person","image":"https://cdn.prod.website-files.com/6254ae25c3e3a2cdc526ebaf/6254ae25c3e3a206f226f067_david.webp","sources":[{"url":"https://www.opus.so/blog/2021-online-events-for-people-leaders","format":"Published person (schema.org)","jobTitle":"Customer Success","observedAt":"2026-09-14T15:57:38.953243158Z","httpLastModified":"Mon, 14 Sep 2026 15:57:39 GMT"}],"jobTitle":"Customer Success"},"basis":"publisher_declared","via":["https://www.opus.so/blog/2021-online-events-for-people-leaders","Published person (schema.org)"],"first_observed_at":"2026-09-14T15:57:38.953243+00:00","last_confirmed_at":"2026-09-14T15:57:38.953243+00:00"},{"label":"Elle Piper","value":{"name":"Elle Piper","@type":"Person","image":"https://cdn.prod.website-files.com/6254ae25c3e3a2cdc526ebaf/69314b00f6f8d848af17f600_12%20Elle%20Piper.png","sources":[{"url":"https://www.opus.so/restaurant-training-podcast/ep12-building-the-field-leadership-team-from-a-field-leaders-pov","format":"Published person (name and role labels)","jobTitle":"Senior Director of Operations","observedAt":"2026-09-14T15:57:42.089539176Z","httpLastModified":"Mon, 14 Sep 2026 13:10:03 GMT"}],"jobTitle":"Senior Director of Operations","description":"Back to Basics podcast cuts through the noise to focus on what matters in hospitality. 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Join Rachael Nemeth, CEO of Opus Training, as she talks with service industry leaders who are shaping today's workforce.\n\nFollow"},"basis":"publisher_declared","via":["https://www.opus.so/restaurant-training-podcast/ep18-great-service-isnt-expected-in-recreational-sports-and-thats-why-it-works","Published person (name and role labels)"],"first_observed_at":"2026-09-14T15:57:44.509342+00:00","last_confirmed_at":"2026-09-14T15:57:44.509342+00:00"},{"label":"Heather McKeon","value":{"url":"https://www.opus.so/restaurant-training-podcast/ep22-the-secret-to-better-training-build-systems-people-actually-use","name":"Heather McKeon","@type":"Person","image":"https://cdn.prod.website-files.com/6254ae25c3e3a2cdc526ebaf/6a3a6c92047ddfae92ab3700_Heather.png","sources":[{"url":"https://www.opus.so/restaurant-training-podcast/ep22-the-secret-to-better-training-build-systems-people-actually-use","format":"Published person (name and role labels)","jobTitle":"Chief Operating Officer","observedAt":"2026-09-14T15:57:42.089585373Z","httpLastModified":"Mon, 14 Sep 2026 15:57:42 GMT"},{"url":"https://www.opus.so/restaurant-training-podcast","format":"Published person (name and role labels)","jobTitle":"Chief Operating Officer","observedAt":"2026-09-14T15:55:44.092916491Z","httpLastModified":"Mon, 14 Sep 2026 15:55:43 GMT"}],"jobTitle":"Chief Operating Officer","description":"Back to Basics podcast cuts through the noise to focus on what matters in hospitality. Join Rachael Nemeth, CEO of Opus Training, as she talks with service industry leaders who are shaping today's workforce.\n\nFollow\n\nHeather McKeon , COO of Gringo’s Mexican Kitchen , joins Rachael Nemeth to share her unconventional journey from hostess to executive leadership and the lessons she’s learned helping grow one of Texas’ most beloved restaurant brands.\n\nAfter nearly three decades with Gringo’s, Heather has experienced almost every part of the business firsthand. Starting as a hostess in 1996, she moved into restaurant management, built the company’s marketing function, and eventually stepped into the COO role. That unique path has given her a rare perspective on how brand, operations, and culture work together to create long-term success.\n\nHeather explains why employee retention starts long before onboarding, how storytelling becomes a leadership tool, and why the strongest restaurant cultures are built by developing people from within. She shares how Gringo’s has maintained remarkable team tenure while expanding into new markets and why protecting culture becomes even more important as organizations grow.\n\nThe conversation also explores leadership evolution, founder influence, operational training, and the challenge of scaling without losing what made a company successful in the first place. Heather discusses why great operators must balance systems with human connection, how technology should support—not complicate—the employee experience, and why the best leaders never stop learning.\n\nIf you're leading teams, growing a multi-unit business, or trying to create a culture people want to stay part of, this episode offers a practical blueprint for sustainable growth.\n\nKey Takeaways\n\nCulture Is the Competitive Advantage: Strong cultures create loyalty, retention, and long-term performance.\n\nLeadership Starts with Storytelling: Employees connect more deeply when they understand the company's history and purpose.\n\nPromote From Within Whenever Possible: Developing internal talent creates stronger leaders and preserves culture.\n\nGrowth Requires Culture Protection: Expansion only works when the core values remain intact.\n\nTraining Must Move at the Speed of Operations: Systems should support real-world execution, not slow it down.\n\nTechnology Should Remove Friction: Simpler tools create better adoption and stronger frontline engagement.\n\nGreat Leaders Evolve: Listening, humility, and intentionality become increasingly important as responsibilities grow.\n\nPerfect For: ‍\n\nRestaurant operators, hospitality leaders, multi-unit executives, training professionals, franchise organizations, and anyone responsible for building strong teams and scalable cultures.\n\nTime Stamp Chapters\n\n00:00 Introduction to Heather McKeon\n\n01:22 From hostess to restaurant leadership\n\n05:05 Marketing, operations, and career growth\n\n07:44 Protecting culture while expanding\n\n10:53 The power of storytelling and tenure\n\n15:54 Why Gringo’s rethought training\n\n19:34 Staying fresh after decades with one company\n\n23:05 Protecting culture during growth\n\n26:33 Leadership lessons learned over 30 years\n\n30:18 Lightning round\n\nAbout Us\n\nOpus is the leading training operations platform for multi-unit brands with frontline workforces, helping operators deliver consistent, engaging training that delivers measurable results. Trusted in thousands of locations across restaurants, retail, fitness, healthcare and consumer services, Opus customers include Smashburger, Craveworthy Brands, Let’s Play Soccer, Shipley Do-Nuts, Sound Fun Entertainment, Big Chicken, York Building Services, Gordon Ramsay Group, Jose Andres Group and more.\n\nLearn more at www.opus.so\n\nHave an idea or experience you'd like to share? 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Training & operation teams can easily build trainings (no instructional design skills necessary!), upload resources, send messages, set assignment workflows, and get real-time reporting. \n\nGreat for:\n\n- Onboarding and new hire training\n- SOPs and procedure changes\n- Reinforcement or just-in-time training\n- Manager training and career pathing\n- State-accredited Sexual Harassment Prevention compliance training\n- Accredited food safety certifications\n\nKey features:\n\n- For trainees: native mobile app, no email required for login, resources, personalized learning paths, auto-translation into 100+ languages, ability to provide feedback/ratings.\n- For managers: native mobile app, simple training task list for digital and on-the-job live training, tools to help create or provide training feedback, and one-way message communications to store teams.\n- For admins & businesses: native content builder optimized for mobile, media-rich micro-learning. Over 500+ off-the-shelf editable course templates. Robust organization and user permissions suitable for franchisors, multi-concept groups, and regional/national chains. Integrations to 35+ HRIS systems and real-time reporting.","basis":"external_source","via":["https://play.google.com/store/apps/details?id=com.opus.mobile&hl=en&gl=US"]},{"label":"Google Play app release notes (current version)","value":"Several improvements to make the Opus app more reliable, faster, and more delightful","basis":"external_source","via":["https://play.google.com/store/apps/details?id=com.opus.mobile&hl=en&gl=US"]},{"label":"Google Play app declared by this site","value":"https://play.google.com/store/apps/details?id=com.opus.mobile&hl=en_US","basis":"publisher_declared","via":["https://play.google.com/store/apps/details?id=com.opus.mobile&hl=en_US"]}]}}