Leisure & Hospitality International - Fall 2013 - 117

The Saxton Group

Genuine
Hospitality
Specialists
The Saxton Group has a 30-year history in franchising
and says it is the largest 100 percent employee-owned
company in the restaurant industry. BY RUSS GAGER
What keeps customers coming back

through franchising,” Saxton recalls.

to a restaurant? Is it just the food? People

“They reached out to some large multiu-

can get food at the grocery store, or carry

nit operators around the country, and we

it out from a restaurant. So is the whole

were one of them.”

experience of receiving exemplary service
what keeps customers coming back?
The Saxton Group and its employee-

Franchise operators receive many inquiries from companies who want them
to franchise their concept. “In the future,

owners are staking their financial futures

we’re looking to evaluate established

that friendly and enthusiastic service to

restaurant franchise brands that provide

create an unforgettable experience is

a truly exceptional guest experience,”

what keeps customers of their McAlister’s

Saxton states. “We view adding brands to

Delis and Pinkberry frozen yogurt shops

our portfolio first through the lens of the

coming back for more.

guests. If we believe a concept can deliver

“We felt that in the fast-casual segment, what really sets McAlister’s apart

a unique service experience for the guest,
that gets us excited.”

is the service we provide our guests beyond what is done elsewhere in fast ca-

FROM PIZZA TO DELIS

sual,” Vice President Adam Saxton

The Saxton Group started in 1982 as a

asserts. “McAlister’s is really committed

pizza franchisee, but approximately 13

to providing genuine hospitality to our

years ago, the company became aware of

guests. When we evaluate other brands,

a new concept in restaurant operation. “It

we feel service is the Saxton Group

was not so much about moving from one

niche. So we want to have brands that

product to another product – it was more

can offer that service.”

about moving from one segment to an-

For that reason, the Saxton Group be-

other segment,” Saxton explains. “It

came interested in Pinkberry’s full-service

seems now fast casual is everywhere, but

frozen yogurt shop concept when

at that time it was a fairly new segment.

Pinkberry approached it. “Pinkberry is

Fast casual is more service-focused, and

wildly popular in New York and Los Ange-

pizza is more product-focused. We be-

les, and they were looking to expand

lieved fast casual was going to represent

Fall 2013 L e i s u r e a n d H o s p i t a l i t y I n t e r n a t i o n a l | w w w. l h i m a g a z i n e . c o m

117


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Table of Contents for the Digital Edition of Leisure & Hospitality International - Fall 2013

Contents
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Leisure & Hospitality International - Fall 2013 - Cover3
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