By Monique Crapper
Author: Monique Crapper is a marketing strategist and copywriter with over 15 years of experience helping fintech brands grow and connect with their audiences. Known for combining data-backed strategy with authentic, human-centered storytelling, Monique crafts content that not only informs but also inspires action. Her work turns complex financial topics into engaging, accessible narratives that resonate with real people.
Running a successful restaurant group today requires more than great food and great service—it demands smart operations, employee engagement, and innovative technology. Ultra Steak, which operates Aspen Creek Grill, Aspen Tap House, and Slim Chickens across the U.S., has leaned into digital tipping and payments as a way to enhance employee experience while also improving margins.
In Ep 03 Part 2 of the Instant Payments Podcast, Kevin O’Bold, VP of Finance at Ultra Steak, shared how moving away from cash and embracing digital tips has changed the game for both employees and managers.
Moving Beyond Cash
“It wasn’t that long ago, but once you do it, you can’t go backwards,” O’Bold explained. Before digital tipping, many Ultra Steak locations were still handling cash payouts in envelopes. That meant employees might wait a week—or even until their paycheck—for their tips. The process was messy, with confusing POS reports and manual calculations.
Now, tips are available instantly—sometimes even mid-shift. “They can have their money before they walk out to the parking lot,” O’Bold said. For many underbanked employees, the tip card has become a quasi-banking tool, offering transparency, transaction history, and a safer way to manage money.
Safer, More Efficient Operations
One of the unexpected benefits of going digital was improved safety. “We were very concerned that we had 20 or 30 people leaving in a dark parking lot at 1:00 or 2:00 a.m. with cash in their pockets,” O’Bold noted. Shifting tips to electronic payouts gave employees peace of mind.
It also allowed Ultra Steak to reduce its reliance on cash couriers. “We were able to cut our courier service in half after we rolled this out,” he said. Before, couriers would “nickel and dime” restaurants with extra charges if delays or safe malfunctions occurred. Less cash meant fewer headaches—and lower costs.
Recruiting and Retention Advantage
The move to digital tipping has also been a recruiting tool. “New hires would come in and say, ‘I worked down the street and they’ve got tip cards—I get paid electronically at the end of every shift,’” O’Bold shared. For some, that difference was enough to choose one employer over another. Ultra Steak has used daily tips to compete effectively for talent in a tough labor market.
Customizing Tip Pools for Each Location
Ultra Steak has taken digital tipping a step further with customized tip pooling. “When we went live at 10 locations, all 10 had a different way they wanted to allocate their tip pools,” O’Bold said. Some locations weighted payouts toward bartenders, others included to-go staff, and others had unique roles like service wells.
With automation, managers no longer spend 20–40 minutes at the end of each shift doing manual calculations. Instead, payouts happen instantly, with full transparency for employees and flexibility for each store to manage its labor strategy.
A Broader Role for Digital Cards
Employees quickly embraced the cards for more than just tips. “We found some unique ways to use it other than tips,” O’Bold said. Ultra Steak uses the cards to pay out contest winners, provide per diems for travel, and even handle store-opening expenses. That flexibility reinforced the program’s value for employees and managers alike.
Balancing Technology with Human Touch
O’Bold emphasized that technology should enhance, not replace, hospitality. While innovations like pay-at-the-table devices offer efficiency, Ultra Steak is mindful not to eliminate human interactions. “Sometimes eliminating a human element in hospitality isn’t the right move,” he said. “We’ve been intentional about keeping touchpoints that matter to the guest experience.”
Looking Ahead
From cutting costs to boosting employee satisfaction, digital tipping has become an essential part of Ultra Steak’s operations. O’Bold sees even more potential in the future with forecasting tools, AI-driven scheduling, and performance analytics. But his leadership philosophy remains rooted in people.
“Begin with the end in mind,” he advised. “Balance the metrics with the people side. Strive for perfect hospitality—where the guest doesn’t have to ask for anything.”
Ultra Steak’s journey proves that investing in digital payments isn’t just about speed—it’s about building safer, more transparent, and more efficient operations that benefit employees, managers, and the bottom line.
🎧 Listen to the full episode of the Instant Payments Podcast here: instant.co/podcast
