In this episode of TechBytes, host Rob Grimes sits down with Jim Grandahl, Director of National Accounts at DIRECTV, for a fascinating conversation about one of the most overlooked aspects of restaurant technology: entertainment. While operators often focus on POS systems, kitchen technology, and labor management tools, Jim explains why television, sports programming, music, and ambiance have become critical drivers of guest engagement, employee satisfaction, and ultimately revenue.
The discussion begins with the increasingly complex world of sports content. As leagues and broadcasters continue to fragment across streaming platforms, operators face a growing challenge in delivering a seamless viewing experience for guests. Jim shares how DIRECTV helps restaurants navigate commercial licensing requirements, content aggregation, and operational simplicity, ensuring guests can easily watch the games they came to see while staff stay focused on hospitality rather than channel management.
From there, the conversation moves beyond television and into an area many operators underestimate: music. Jim argues that music is not simply background noise—it is a core part of a brand’s identity. Just as restaurants carefully craft menus, décor, and service standards, they should also be intentional about what their brand sounds like. The wrong playlist can undermine an otherwise excellent guest experience, while the right soundtrack can reinforce culture, atmosphere, and emotional connection.
Rob and Jim also explore the growing role of technology in managing entertainment experiences, including partnerships that automate game scheduling, simplify operations, and create more consistent experiences across multi-unit brands. Along the way, they discuss how operators can use customer preferences, employee feedback, and even emerging AI tools to better understand what resonates with guests.
Perhaps the most compelling theme of the episode is the importance of including employees in the conversation. Jim believes frontline team members often have valuable insights into what guests enjoy, how entertainment impacts the atmosphere, and where opportunities exist to improve the overall experience. By listening more closely to staff, operators can uncover insights that traditional metrics may miss.
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