Blog / September 16, 2020
3 Takeaways From SevenRooms’ Conversation with Former Yum! Brands CEO Greg Creed


Mikayla Walzog


Greg Creed on Adapting For a Post-COVID Future:
JM: How should hospitality operators in the industry be thinking about COVID to come out of it stronger? GC: Habits are going to change, and they have definitely changed in response to the crisis. The big question is, will some of these habits be accelerated and sustained post the crisis? If the new habit is easier than the old habit, we will sustain the new habit and vice versa. For example, we have never had a walk up window at a QSR restaurant before. Taco Bell or KFC [only offer] drive through windows, dine-in service, carry out and delivery options. In the past, a walk-up window was considered a security issue. But in today’s climate, I actually think that a walk up window – a contactless solution – will need to be added as an asset. This is an easier habit that people will feel safe doing moving forward and will be a more viable option than older methods.… on Digital Transformation:
JM: What role does technology play in our industry today and moving forward? GC: This COVID crisis has been a technology accelerator for the hospitality industry. Technology is playing a major role [now]. For example, I am reading stories about 70 year old people who are now doing their grocery shopping online. They have never used it before in their life. Will they continue to do this after the pandemic? Grocery stores now have to think about how to market to a different audience, too. Also, the entire idea of contactless is not only here today, but will definitely be here tomorrow. I think you will start to see brands develop what I call the “contactless restaurant of the future.”… on Company Culture:
JM: Can you talk a bit about culture and leadership during a time of crisis? GC: Personally, I am a huge believer in the fact that culture fuels results. Everyone wants to work in an organization where the culture is great. A lot of people think culture means it’s a nice environment with good friends that we collaborate with, but it’s proven that when a company fosters better culture, they deliver better results.