CLOSE
We’re excited to announce DRG’s latest leap into the future of restaurant operations. We’ve started testing voice AI in drive-thrus at two of our California Taco Bell locations, Yorba Linda and Lake Forest.
“A lot of individuals really don’t understand it,” Angel City Bell Sr. VP of Ops Bob Schalow says.
Bob explains how artificial intelligence (AI) works. “As a guest pulls up into the drive-thru, they are greeted with an AI computer basically taking their order … it allows the order to begin with AI and then if the team member needs to take over because there’s some confusion or the guest has a difficult order, we always have a team member ready to step in and help out.”
According to Bob, there’s been a healthy learning curve with the AI test and he says the restaurant teams have “grown to love it.”
Lawrence Kim, Chief Innovation Officer at Taco Bell parent company Yum! Brands, recently expressed to CNN how confident he is in the AI technology being used.
“It’s been exciting to be on the front edge,” Bob continues.
“We’re the first franchisee to do so in southern California and it’s had great results,” says CEO and President SG Ellison of the voice AI test.
At DRG, we’re proud to be at the forefront of advancements in the quick service industry and even prouder to be associated with a brand that is so strong in leading the way! According to this CNN article, Taco Bell parent company Yum! Brands plans to roll out voice AI to hundreds of U.S. Taco Bells by the end of the year!
Check back for more news on the results!
Restaurant General Manager (RGM) Jazmine Lucero had been working at Taco Bell for six years when DRG acquired her restaurant from another franchisee. She immediately noticed a change for the better. So what’s the DRG difference? “They’re so into their people. It’s great,” she shares.
Jazmine says she never saw the owners of her previous company. In contrast, the DRG leadership team is a consistent presence in her Taco Bell. They take the time to connect with each team member and even on the assembly line to help when needed. “That’s just a great support system to have,” she says.
“This company cares about their people.” – Jazmine Lucero, RGM
Jazmine was working as an Assistant General Manager (AGM) when the acting RGM at her restaurant left to pursue another opportunity. Her boss encouraged her to apply for the open position … and she’s been going strong for nearly three years! Jazmine admits that there were growing pains that first month, but her team was always there for her. “They’ve been really helpful with me and patient,” she shares.
If Jazmine’s team has a super power, it’s speed of service — something they’ve no doubt learned from their self-described, “fast everything” leader. “They try to keep up with me and I think that kind of like, pushes them,” she says.
That drive has taken Jazmine all the way to the top, earning her a spot on Taco Bell’s Golden Bell reward trip to Hawaii for the top 200 “best of the best” RGMs and Area Coaches (ACs). Jazmine is quick to acknowledge she did not get there alone. “Without my team, I wouldn’t be where I’m at right now,” she stresses.
“If you have a good team, [and] they’re right behind you, that’s going to make you be successful.” – Jazmine Lucero, RGM
As a leader, Jazmine’s secret to success is her ability to drive results and create a culture of open communication. “We’re a team together. It’s not just me doing this,” she says. “If you have a problem, come to me directly and we’ll fix it.”
While Jazmine says it’s always hard to be away from her restaurant and team, Maui’s beautiful beach backdrop surely helps ease any separation anxiety! “I got to meet a lot of interesting people from all over the world,” she shares of her reward trip experience. DRG also whisks great leaders like Jazmine off on recognition trips of our own!
Being surrounded by great leaders was so inspiring that Jazmine came home with more than just souvenirs for the team in her suitcase. She brought back new ideas to try and implement in their Taco Bell. “It just makes me want to go harder,” she says. “I’m really grateful that they picked me.” And we’re grateful you picked DRG!
California native Bina Patel is the Restaurant General Manager (RGM) of our San Francisco Taco Bell Cantina, which recently underwent a remodel. We caught up with her after the dust settled on the restaurant refresh!
Bina’s love for cooking is what initially drew her to work in the restaurant business. She came to DRG with 15 years of experience working in a Taco Bell Express. What’s this foodie’s favorite Taco Bell menu item? The Vegetarian Crunch Wrap — that’s so San Fran! But it’s opportunity that has kept Bina with the company for six years.
“I believe DRG has great opportunities to grow your career,” she says.
Bina says positive feedback is what motivates her to work hard every day. But she doesn’t let a little negative feedback get her down either! Bina says she uses negative feedback as a learning opportunity to energize her desire to do better next time.
“I like to set up my goals and demolish them!” -Bina Patel, RGM
Bina currently has her sights set on breaking her sales goal for the year. And the key to her success is support. “My family and my team inspire me to [do] hard work,” she shares.
Bina also credits her Area Coach (AC), James Aman, for being a good role model. “His work energy makes me inspired to learn something new every day in my General Manager role,” she shares.
This may explain why Bina’s career goal is to become an AC herself. Bina, we look forward to seeing you crush that goal as well!
Garret Walti is the Director of Technology at DRG. Initially hired as an IT Administrator, Garret is a problem solver by nature. “I love seeing how technology can really drive bottom line profits and provide a more seamless experience for our customers and our team members,” he says.
“I love innovation … how we can integrate new technologies to streamline operations.” -Garret Walti, Director of Technology
Garret spearheaded the soon-to-be-released “MyDRG” intranet platform, which we’re preparing to launch third quarter. Billed as a “one-stop shop” for all DRG apps, the goal is to streamline communication for DRG’s frontline employees all the way up to our Executive Team. “It’s going to be a fantastic experience,” Garret promises.
Aside from planning MyDRG’s launch, another one of Garret’s big wins includes moving team tasks to the monday.com project management platform. He’s also moved the needle on phishing emails, decreasing the click rate from 25% to just 4%.
So how did a former SoCal resident end up working for DRG in Las Vegas, NV? Let’s just say, he made his way here in a Volkswagen Beetle. Garret’s Tech career began with Best Buy in 2003; he later went on to work for Geek Squad. After 10 years of experience in stores and in the field, Garret’s location closed in 2012. This set him on the path to starting his own IT Consulting business.
By this point in his career journey, Garret and his family were looking to get out of Southern California. “We just took the plunge and made the trip,” he says. Once his wife was set up with a job in the medical field, Garret decided he needed a new challenge.
The QSR industry took Garret by surprise, but he quickly immersed himself in it. “It was quite the experience learning QSR,” he shares.
“What I like about this business … it’s all about the customer,” Garret says. Having gotten his start in customer service, joining a restaurant franchisee felt like a full circle moment.
Garret describes his leadership style as grabbing the bull by the horns. And that’s just what he did — he immediately got to work at DRG. “Since taking over the Director role, we’ve completely unified our Technology Department,” he shares of the progress.
A clear communicator, Garret also made his career goals known upon his arrival. “I don’t want to be just an IT guy for the rest of my life,” he says he told his boss, Jason Dunn, our VP of Ops. He continued, “I have some goals. Help me achieve those goals.”
According to Garret, Jason did a great job of steering him towards that career advancement.
“What I love most about DRG is the culture of it being okay to speak your mind.” – Garret Walti, Director of Technology
As for his future with DRG, Garret believes the sky’s the limit. “My goal when it comes to Diversified Restaurant Group is really to be the authority on technology,” he shares.
Garret is passionate about innovation and technology, and how it can make team members’ lives easier. With innovation as one of our core values, this is music to our ears!
We caught up with our IT Operations Manager Jon Castro in Cabo where he was enjoying his first ever all-inclusive Champions’ Club reward trip. Jon has been with DRG since he was 15 when he started out as restaurant cashier. Now stationed at our Restaurant Support Center (RSC), he’s been our tech expert since 2007 (similar to Karlo whose career took him from cashier to financial analyst).
“It’s rewarding … to be recognized,” Jon says of his recent company-paid travel. “And fulfilling, after all the challenges of the last few years, [to] finally be invited.”
Today, Jon oversees IT operations for both our Taco Bell and Arby’s businesses. He oversees internal and external support requests, and manages the installation, support and integration of restaurant technology. He says he’s also recently started dabbling in project management for new builds and remodels.
Before securing a position in IT, Jon says his tech experience was very informal and included graphic design, experimenting with audiovisual skills and music video creation. He had some relevant electives in high school and college, and once built his own PC. He was also exposed to IT at home: His dad was a software programmer and his mom did a lot of data entry.
While Jon didn’t spend a ton of time in the restaurant setting, his two years as a cashier were essential for understanding our business and all of the pain points behind the counter. He speaks of the evolution of technology from then to now.
“A couple years ago, we were only doing front counter and drive–thru transactions,” he shares. “Now there’s those two PLUS kiosk[s]. You have digital, you have mobile orders, you have third–party delivery. So there’s now six to seven channels that we didn’t have before.”
The introduction of artificial intelligence (AI) has been exciting for the QSR industry, especially in the form of voice AI. Jon says his team is currently testing this concept in a few Taco Bells in the Southern California market. Also in the works is a new DRG app called MyDRG, a one-stop shop for team members’ job-related tools, including payroll, HR, benefits, company announcements and applications.
“We make technology important … we want to make it shine.” – Jon Castro, IT Operations Manager
It’s no secret that DRG has plans to grow. With expansion, we believe innovation and technology have to evolve in tandem.
“From the order point to hitting the kitchen to printing the receipts … technology is the backbone,” Jon says. “We need these things to succeed if we want to double in size and grow successfully.”
Jon says he loves working for DRG and gushes about the people. He claims the secret to his own success has been the loyalty and trust reciprocated between him and our company over the years, at every level.
Looking for loyalty? Look no more — apply today.
Three cheers for this year’s Champions’ Club winners, who just celebrated with a trip to beautiful Cabo San Lucas. These Champions were a huge part of DRG’s success last year and action drivers in their fields. We wanted to return the favor by taking “fun in the sun” up a notch!
“It’s rewarding … to be recognized. And fulfilling after all of the challenges of the last few years.” – Jon Castro, First-Time Trip Winner
This prestigious “club” aims to honor DRG’s top performers in a memorable fashion. We pull out all the stops to show our appreciation! Travelers this year enjoyed much-needed R & R at the luxurious Pueblo Bonito Pacifica Spa & Golf Resort.
Whoever said, “It’s not about the destination, it’s about the journey” has clearly never been to Cabo!
Champions’ Club trip itineraries usually include a welcome reception, group dinners with the best cuisine in the area, time to explore the sights on excursions, and fulls days of leisure. Guests had the choice of attending an authentic “market to table” cooking class led by Juan More Taco Tours or enjoying a fantastic sailing tour.
This year’s reward trip concluded with an intimate farewell dinner at DRG Chairman David Grieve’s home.
“I’m really grateful that they picked me to be on here … being among [great leaders] just makes me want to go harder.” – Jazmine Lucero, First-Time Trip Winner
At DRG, we work hard to recognize our people for all the cool stuff they do:
Before Diversified Restaurant Group was founded in 2012, our CEO and President, SG Ellison, was busy building his first business: First Street Development aka FSD.
First Street Development was born from an idea to create a real estate development company from the ground up (no pun intended). SG, along with Chris Czyz, Vice President of Development, and Brandon Stein, Chief Development Officer, formed a small team in the early 2000s focused on development and deal-making. After meeting David Grieve in 2006, FSD found footing in managing projects for A&C Ventures. In 2012, when Diversified Restaurant Group was founded, FSD became the preferred developer for DRG’s new builds, including the Las Vegas Cantina.
It’s easy to say the rest is history, take a look at their story below:
This has been season of big wins for DRG. As part of that forward momentum, we launched the Women’s Leadership Network (WLN) in April 2023, pinning the first cohort of 20 women at last year’s Leadership Summit. In the wake of the one–year anniversary, we’re thrilled to announce that the network has more than doubled in membership!
WLN members receive unique career opportunities like access to networking, mentoring, and development tools. And, of course, well-deserved spotlights in companywide communications such as this! Members play an integral role in changing workplace culture for the better for women at all levels, while also growing their own potential.
Please join us in congratulating our newest WLN honorees!
Connie Bejar
Shelby Bowen
Angelica Chavez
Taylor DeNucci
Tania Garcia
Christie Glaeser
Griselda Godinez
Kelly Harden
Sofia Hernandez
Cecilia Ho
Amy Loya
Vanessa Martinez
Kacey McKay
Dion McKinnon
Tina Monfette
Alma Morales
Tamika Norah
Khrystyn Ortiz
Alicia Perez
Kara Ramirez
Rosa Rosales
Haley Stevenson
Deb Wendorf
Hayley O’Connor
Sierra Burk
Sarah Schneider
Diana Flores
Tanya Szabo
Debbie King
Ariana Gomez
Laura Fuentes
Victoria Eckert
Paola Heredia
Maria Villicano
Stephanie Juarez
Dolores Gonzales
Alexys Andaya
Tiyanna Mothershed
Jennifer Blesius
Service Champion Gracie Salazar is one ambitious young woman. We’re so lucky she’s kicking off her career at our Paris, CA, Taco Bell, because she’s proving to be an MVP-in-the-making!
Gracie just received $25,000 — the highest-dollar scholarship possible from Taco Bell Foundation’s Live Más program for restaurant employees!
Check out her impressive application video:
According to Gracie, she really didn’t think she’d win, so she was definitely caught off guard. Actually, several times, and we’ve had fun participating in all of the surprises!
“She’s loyal, she’s educated and she’s earned it.” – Gracie’s Relative
In April, Taco Bell Foundation flew Gracie to Las Vegas under the guise of her sitting through one final scholarship interview. Instead, this lifelong sports fanatic got to meet one of her fave players in person, Raiders’ wide receiver Davante Adams! The prearranged encounter timed perfectly with news that our very own Gracie had won Taco Bell Foundation’s $25,000 scholarship award. She says Davante was very excited for her.
But one surprise just isn’t enough when you live más, so sneaky us, we invited Gracie to come “work” on her day off and in the meantime, filled the restaurant with lots of special folks (including her parents, friends, close relatives, and even school officials) to witness receipt of the big check.
“It was honestly a really big surprise,” she recounts. “I had walked in … I kind of saw it was really packed and busy, and I was like, oh goodness, I’m going to have to deal with the rush as soon as I clock in.”
The rest of that celebratory day lives on in memory and photos!
Gracie’s scoring pretty high in life right now. She’s only been with Taco Bell and DRG for eight months, but is already experiencing this incredible support for pursuing her dreams.
So where did it all start? Gracie attributes her inner drive to her parents and grandparents.
“They have sacrificed a lot, working numerous amounts of jobs to just provide for us,” she says. “They were very hardworking despite challenges that we faced as a family. They’ve never shown, you know, truly a moment of weakness that allowed them to suffer.”
Gracie plans to start at a two-year community college and then apply to universities with strong business programs, where she’ll focus on sports management and marketing. Her dream is to become general manager of a professional baseball team.
Here at DRG, we applaud Gracie’s will to be successful in a male-dominated profession. Empowering women to rise up is part of our evolving culture!
Gracie’s not the only lucky scholarship winner. Check out who else received Live Más support this year!
Sofia Hernandez is as loyal as they come, having devoted her entire career to Taco Bell. She celebrates 43 years with the Brand in May! Sofia says she could retire, but she’s not at all interested in giving up work just yet. “I don’t want to,” she says. “I really love my job. I love the people I help.”
“I just love helping others.” -Sofia Hernandez, Office Manager
When Sofia joined as a crew member in 1981, there were only seven Taco Bells in Nevada. Today, there are 80. She has worked every position in the restaurant setting and eventually became an Area Coach (AC). When our COO, Todd Kelly, approached her in 2016 about an office manager opening at DRG’s Restaurant Support Center (RSC) in Las Vegas, she agreed to give it a try.
Turns out, She was the perfect person for the job! While Sofia ensures the RSC (with over 50 in-person employees) runs efficiently, she also handles essential tasks like obtaining business licenses for new Taco Bells and pulling permits for existing restaurants. She says she does whatever she can to “help the brand look good.”
For Sofia, the greatest satisfaction comes from seeing people she’s hired and trained continue to grow and succeed. She calls this her “payback!”
“What I like the most is to help people to … their potential,” she says. “And to achieve their goals … I feel that I get ‘paid’ by seeing the people that I bring up succeed.” Sofia’s humility and selfless devotion to others’ development is awe-inspiring; it’s no wonder she’s one of this year’s Women’s Leadership Network (WLN) cohorts.
“I am proud to be a woman and a leader.” -Sofia Hernandez, Office Manager
Sofia explains why she decided to apply for WLN and what it’s been like all these years to be a woman in the male-dominated Quick Service Restaurant (QSR) industry. “I was able to prove to the company that the job men can do, I can do,” she says. “I feel that the experience that I have and what I went through, it can help somebody else.”
At DRG, we celebrate women like Sofia, RGM Erika and AC Alma Morales who show grit and determination, and are fearless leaders in our company!