As Manager of Training & Development for The Big Biscuit, Laken Moore brings more than six years of experience with the brand and a deep understanding of restaurant operations to her role. Since joining The Big Biscuit in April 2020 as an Assistant Manager, Laken has held a variety of leadership positions, including General Manager, Multi-Unit Manager and Franchise Business Consultant, before stepping into her current role.
Today, Laken oversees training and development initiatives designed to promote consistency, high standards and exceptional hospitality across the brand. Laken’s hands-on approach and experience across multiple areas of the business allow her to identify opportunities for improvement, develop strong leaders and empower teams to deliver a consistent guest experience. Through her leadership, Laken helps foster a culture of excellence while setting teams up for long-term success.
As AI, kiosks, and delivery apps take over more of the guest interaction, the brands winning loyalty are the ones proving human connection isn't inefficiency; it's the differentiator. This panel makes the case for hospitality that stays personal: empathetic leadership, real guest relationships, and staff empowered to actually connect instead of just executing a script, backed by the data on why "human" is still the smartest business decision on the menu.
