Happy New year, lets make this year the best

EXECUTIVE MESSAGE

Hello Team City BBQ!

I often talk about the difference one person can make. In any role, in any business, in anyone’s life – the power of one is extraordinary. 

At City BBQ we don’t just serve great barbeque, we serve up great experiences, delivering on our purpose of serving and creating happiness. One person has the power to create a ripple effect of positivity that can transform lives in meaningful ways. A single act of kindness, a word of encouragement, or a moment of genuine support can uplift someone's spirit, inspire confidence, and change the course of their day, and even the course of their future. Whether through leadership, generosity, or simply being a source of compassion, one individual can influence others to spread kindness, creating a chain reaction of goodwill. History and everyday life are filled with examples of people who, through their actions, have made a lasting difference—proving that even the smallest gestures can leave an enduring impact on the world. The power of one!

Every day is an opportunity—an opportunity to create unforgettable experiences for our guests and to inspire our teammates. It’s not just about serving barbeque; it’s about delivering WOW—a level of service, energy, and passion that turns an ordinary moment into something extraordinary.

Think about the last time you were truly amazed by someone’s service. What made it special? It was likely the effort, enthusiasm, and authenticity behind it. That’s the power you hold. You can transform a routine meal into a memorable experience, not just for guests but for your team.

Delivering WOW isn’t just about reacting to situations—it’s about leading positive change. City Barbeque will own the lane, and we will become the premiere barbeque joint being the go-to place in every community we operate for events and occasions of all sizes. This begins with each of you with each teammate and guest interaction – one interaction at a time. Be that one person. Be that driver of positive change; not the one who sits back and waits for others to take the lead. Being a driver of positive change and positive outcomes means:

• Anticipating needs before they arise, for both guests and teammates.

• Taking ownership of every shift, every table, and every interaction.

• Innovating by thinking of new ways to surprise and delight.

• Inspiring others with your attitude and commitment to excellence.

Regardless of your role at City Barbeque, you have the ability to drive positive outcomes. You either serve a guest or you serve someone who serves a guest. Owning the lane isn’t just about keeping up—it’s about stepping up. When you seize the day and take action, you don’t just work in a joint, you help elevate it. When you commit to delivering WOW, you create an environment where guests return, teammates thrive, and business flourishes. So today I ask you to challenge yourself: will you simply go through the motions, or will you own the moment? Choose to be the difference. Choose to be a leader. Choose to WOW! Let’s make today exceptional. Let’s seize the day!

I appreciate you,

Mike Muldoon

OPENING SHOTS

Four Pillars

TEAM

Engagement survey

First off- I want to thank everyone for participating in the 2025 Engagement Survey AND by that I mean every director, manager, caterer, and teammate!  In just one year, we have been able to reach an additional 400 teammates. We were able to gain insight from 63% of teammates across the company. Simply put: teammates are feeling valued and empowered in their everyday work lives.  Teammates are feeling more informed by their managers and thus more connected to their work. Reviews, Quemmunication, and pre-shift meetings are all forms of information, but this starts with a top-down approach. The most engaged individuals have highly informative managers!  This process does not stop here as we are currently in the Feedforward phase. Look for information over the next weeks on skip-levels from your Market Leader or Regional Catering Director.  

~ Joe Vitullo, Senior Human Resources Generalist

Guest

At City Barbeque, we’ve always been about more than just great barbeque—we’re here to be the perfect solution for our guests, no matter their needs. Whether it’s a stress-free dinner, high-quality proteins for meal prep, or bringing folks together with our party packs and catering, we’ve got them covered.

With today’s guests looking for convenience, value, and quality, City Barbeque delivers. Our meats by the pound make meal prep easy, helping guests build flavorful, protein-packed meals for the week. Our party packs—starting as low as $8.50 per person—are a simple, delicious way to feed a crowd without breaking the bank. And when it comes to catering, we’re the go-to choice for hassle-free gatherings, from office lunches to family celebrations.

We’re more than a meal—we’re a lifestyle solution, giving guests the flexibility, convenience, and quality they crave. As we continue to evolve and grow, our focus remains the same: making it easy for folks to enjoy award-winning barbeque, however and whenever they need it.

~ Annica Conrad, Chief Brand Officer

Process

We recognize we have some joints executing Daily Prep and achieving some great results.  However, we must also recognize that even more joints are struggling with the program.  There are many challenging variables to managing food cost.  We feel that the best course of action currently is to suspend what is arguably the most difficult variable, Daily Prep, and allow our teams to refocus that extra time on managing the other challenges and reducing our spread.

We will return to Auto-prep beginning on Wednesday, February 26.  With that being said, it is crucial that we have an absolutely accurate inventory on that day, and going forward.  Everything else will remain the same.  We will continue to perform Hot Counts nightly, and managers still need to be heavily involved in deciding prep amounts, prioritizing prep lists, and validating completion.

~ Dave Skerl, Director of Strategic Implementation

Financial

We've successfully completed our annual audit, marking a significant milestone for our team! Currently, we're diving deep into G&A spending across departments, ensuring every dollar is spent wisely. Additionally, we are assisting with the implementation of the new BI and POS system transitions. It's an exciting time of growth with new technology. Here’s to a successful barbeque season! 

~ Jordan DeBoard, Senior Manager – Operational Accounting

RDo reflections

Mamba Mentality-

At the end of every day, look at yourself in the mirror and ask yourself, did I get better today? If you do that for 5 years, 10 years, 15 years, how much better are you going to be? Are you getting better every single day? That’s the question, and it’s just taking small steps each day. You don’t try to get it all done in one day, in one week and in one year, it is the process of being better every day and doing that for a period of years, that creates the masterpiece.  -Kobe Bryant

This is a silver bullet to success. It is incorporated into City BBQ culture and has made its way into SMOK’N Hospitality, especially in the Non-Negotiables section. It has been around forever in our culture. If the best leaders and athletes in the world say this, then there is something to it. One of the best leadership books I have ever read is called “Atomic Habits” by James Cleare. It is literally all about improving a little each day.

Managers always ask me how to get promoted, and my answer is always the same, results that improve each day. You improve, and then your team improves which leads to your joint improving. Catch the theme?

Rick has always said that if he was the same leader today that he was five years ago, ten years ago, City BBQ would not be where it is today. Even as an RDO, if I don’t improve over the last four years from where I first started as an RDO, my story would be different. Right now I listen to a leader Podcast by Craig Groeschel that impacts my life daily.

~ Justin Lane, Regional Director of Operations

TEAMMATE SPOTLIGHT

Dan mitchell | operations insight analyist

What is your current role at City BBQ?  Operations Insight Analyst

What aspect of your role do you enjoy the most? It’s still brand new to me, but the aspect I look forward to the most is being able to help with issues or reduce the stress for our teams in the joints. 

What three words would you use to describe City Barbeque?  Fun, Empowering, Delicious!

What three words would you use to describe yourself?  Work in Progress

If you could switch jobs with anyone else in the company, whose job would you want and why? We all have the same job, just different AOR’s – To serve and create happiness!  Honestly, I just want to do the very best that I can at the job that I have.

Do you have any hobbies or belong to any groups outside of work?  Besides our kids’ never-ending sports schedules, I enjoy yardwork, cooking and spending time with friends and family.

If you could learn to do anything, what would it be? Play the guitar.  I'd love to learn our wedding song and surprise my wife by playing it for her on our anniversary.

Do you have a favorite family tradition or one that you want to start?  Other than around the holidays, I think my favorite is family game night.  It has been one of the few things over the years that our children never resisted or outgrew.

What is the most important thing you have learned in life? Life is 10% what happens to you and 90% how you react.

Everyone’s Favorite Recipe of yours or your favorite recipe – Braised BBQ short rib nachos

Skylar Rose | certified trainer, polaris

What is your current role at City BBQ?

Certified Trainer

What aspect of your role do you enjoy the most?

Being able to watch a trainee grow and develop. Finding new ways to improve my training techniques to ensure 100% accuracy when giving training materials. As well as being about to train about our guiding behaviors and seeing the trainee using them their own.

What three words would you use to describe City Barbeque?

Quality, Inviting, Compassionate

 What three words would you use to describe yourself?

Outgoing, Caring, Motivated

If you could switch jobs with anyone else in the company, whose job would you want and why?

Probably anyone in the training department. Being able to work behind the scenes on new training materials or training new joints would truly be a dream come true.

Do you have any hobbies or belong to any groups outside of work?

I truly enjoy being outdoors, hiking, swimming, camping etc. My favorite hobby would have to be golfing, I played for my high school and I truly enjoy getting to play any chance I get.

If you could learn to do anything, what would it be?

If I could learn anything it would probably be a new language, preferably Spanish to French.

Do you have a favorite family tradition or one that you want to start?

I would have to say Christmas Eve, my grandmother always hosts a big party where we all get together.

 What is the most important thing you have learned in life?

I would have to say never take the small things for granted whether it be opportunities, moments, etc. As well as never let others stop you from accomplishing your dreams or goals.

Everyone’s Favorite Recipe of yours or your favorite recipe

My favorite recipe is my grandmother's Quiche, she made it for every holiday.

RAVING FANS

Arlington

We are visiting from out of town and met Tyler, the Manager, over the weekend. We wanted to support his business and it didn’t disappoint! The smoked turkey breast is a sleeper and you should definitely try it! And it’s not a bbq joint without a side of hush puppies and corn bread pudding both of which are incredible. Even with a vegetarian in the party the plethora of side options makes this place fantastic for everyone. Will definitely be back next time we are in town!

Beavercreek

Heather is the best customer service. Always with a smile and the most patient. Love her and the chocolate chip cookies I have to buy every visit. Thanks city bar BBQ

Buford

Journei was so sweet and welcoming. I mentioned in the drive thru that it was my first time here and she told me just come inside to get the whole experience. I am so glad I did because I was able to get feedback from the staff on the menu items I was thinking about ordering and also I was able to sample a side before committing. The whole staff of this shift was very patient with me ordering and making a decision. I took my food to go and it was still so good and crispy and fresh. I definitely will be back with my friends and family, I hope to see the same staff. I hope to curate a wonderful staff for my own business, like this location has done. Great experience

Call Center

As a loyal fan and supporter of your delicious food, I encountered some difficulties with a few City Barbeque gift cards that were ordered. To resolve this issue, I contacted your home office. During my call, I had the pleasure of speaking with Brandin, who was incredibly helpful, knowledgeable, and patient in addressing all my requests and questions. His assistance made a significant difference in my experience, and he was truly a tremendous help! In today's increasingly challenging landscape of customer service, it was refreshing to engage with a professional like Brandin, who represents your company so positively. I strongly believe that employees like him deserve recognition for their hard work and dedication. 

Cary

I had never been to City BBQ before today it had been a place I wanted to try out and I finally did. When I entered I didn’t think there would be such a large variety of options so I was taken back luckily an associate named Lesly helped me out and in the end it tasted amazing! Lesly was a big help and the atmosphere and service was amazing! Highly recommend!

Castleton

Had a great dinner experience, came in with lots of questions but was very sweetly helped by Emily who answered my questions, took or order , and brought the food to our table for us. Because of her kindness we will be back. Thank you and Merry Christmas!

Catering Akron

The arrival is timely, and Henry did a great job setting up and labeling everything. He even brought extra serving utensils in case any drop. I also received great communication between ordering and delivery.

Catering Atlanta

A very responsive team. I mostly worked with Josh Cristina. He was easy to work with and quick to respond to questions and change requests. Next was our Delivery person, Anthony. He was very proficient and quickly resolved an issue with an item we ordered. He went back to the restaurant to pick up the missing item and was back before anyone knew anything was missing! And finally, I am now working with Telena, our local contact. She has been very helpful with tying up loose ends and providing a local point of contact for future events.

Catering Charlotte

Brittany made the process of determining what we needed and getting it ordered easy and kept in touch. Walt could not have been better in setting up things, despite the event itself being more chaotic than desired. Both were wonderful to work with and the food was great. What made the experience 11/10 was Walt and Brittany.

Catering Chicago

The food was excellent. Damian, the guy who set the food up is very professional. Made sure the whole set up was done neatly and presentable.

Catering Cincinnati

The entire team was a dream to work with, from the ease of ordering and customizing the menu to our exact needs, to the team of people on-site working to get us set up. I truly enjoyed all aspects of working with City BBQ and have recommended this place to anyone who will listen! Not to leave out anyone, but specifically Kelly Carigan and Hillary are catering superstars. Not once did I feel like "any random customer," this group went above and beyond to make us feel like we were their only priority. Plus the food was fantastic. Thank you all!

Catering Columbus

The ordering process was seamless. Josh called and confirmed our order the day before and the delivery person, Jerry Felice, confirmed delivery details the morning of. Jerry was professional, thorough and energetic while setting up and an overall exceptional guy. Thanks Jerry!

Catering Dayton

Excellent customer service all the way around. This order was for our corporate headquarters holiday luncheon and I absolutely loved that City BBQ took care of every detail. It was resounding success, and everyone echoed that it was wonderful, amazing and way better than last years. With this being my first year organizing, you helped me knock this one out of the park and I'm so grateful. I can't thank Lauren enough for her professionalism and being so fun to work with and pulling off the set up expertly in the allotted time so we were ready to go when we needed to be!

Catering Findlay/Toledo

City bbq did an excellent job with their professionalism and punctuality! They were friendly and nice, as well as organized! It was just a pleasure working with Ashley through a stressful time in my life! It was beautiful and delicious!!!! We did the full service with the cast iron layout, so cool!

Catering Greensboro

Brittany Textor was fantastic! She was super helpful from the start and very patient as we worked out last minute details and hiccups. The food was amazing and all of our guests raved. We really apreciated the vegetarian / vegan options and accessible allergen info. 100% recommend City BBQ catering!

Catering Indianapolis

Pam delivered our order - she followed my directions completely and didn't get lost (a huge win!) She was professional, friendly, arrived ahead of schedule, set things up perfectly for our event.

Catering Lexington

Ordering via email was very smooth and easy. Kïtlyn was very helpful with our last-minute changes to what we needed. The speed and accuracy of our order made this an amazing experience. Veronica and Juan were super helpful in setting up and getting us prepared for our meeting. Would use it again.

Catering Madison

Food always tastes great and the delivery person, Keith, was phenomenal!! He gave me a call before leaving the restaurant and then called upon arrival. Setup looked professional but fun!

Centerville

We just went to City Barbeque for the first time today. The food was excellent and reasonably priced. The thing that made our experience top notch however was our cashier Ruth. She was very friendly and took the time to explain all the different options to us. She also took the time to explain the points and advantages of signing up for the club. It’s been a long time since we’ve had customer service that good. 

Chester Road

Antonio should be the face and spokesperson for City BBQ! We got to the Avon location a half hour before they closed. We felt guilty for arriving so close to closing, but Antonio was gracious and accommodating. They were out of an item we wanted and he steered us to other great choices. He knew the menu and sauces very well and was so pleasant and personable. Food was delicious and the place is cool.

Decatur

Ms. Ebony greeted us at the door as first time customers with warmth and helpful information about the menu. With her help we ordered the pulled chicken sandwiches and the wings. We are huge fans! Thank you Ms. Ebony. See you next time we hope

Dublin Green

I just wanted to say that your Dublin Green City Barbeque has great service. I’ve lived near Lexington, KY  and most of my life in Central Ohio ), and I’ve frequented City Barbecues in many locations. But Dublin Green is awesome….LOVE that you have a double drive-thru. My server today at the drive-thru was Matthew, and he was the best! Kudos to Matthew!

Delaware

This location is amazing! The girl who took our order was super friendly and helpful. Manager Kevin is absolutely 5 star. Gave us a couple sample and absolutely made it a totally unique experience that sets this place above any of the other City BBQs we have tried. The 2 meat sampler is absolutely the way to go and in a big fan of their ribs , their sweet BBQ sauce and the banana pudding. Stop in and see Kevin and the team.

Findlay

Awesome food. Customer service was awesome. Definitely will be back. Always super friendly. Allie and her team are excellent. Biggest standout to me was the fact they went above and beyond and gave me some samples of their foods so that I could try them before ordering!

Fort Wayne

Hi, I went through your drive-through this evening to order a sandwich for my husband and was assisted by Reagan. I don’t know Reagan, but she was absolutely phenomenal her friendliness and Customer Service was hands-down the best I’ve ever received in a drive-through at a fast food restaurant or casual dining concept! Bravo! I’m definitely a customer for life. What a great experience and the food was simply outstanding!

Gahanna

The store on Stigler rd. in Gahanna is a great store with super employees. The store is always clean and the food is so fresh and delicious. There is a young man by the name of Dalvin that is so friendly and helpful and always seems to be in a great mood. Thank you City BBQ for hiring such a great group of employees at this location... And keep doing that BBQ like you do and we will be a customer for life.

Greensboro

Had an amazing experience with Alexandria. The entire  team was extremely helpful. I work for Rachael Ray and I literally was live texting her telling her this is the joint thank you thank you so much.

High Point

David immediately gave a cheerful welcome to City barbeque greeting. I told him about my experience on Monday 09/30/2024 from start to finish it was 1000% better than our visit on Monday. Zyahna & Autumn were excellent polite and helpful young ladies!! I glad I was able to receive this type of customer service because after Monday experience I was definitely not coming back. My son like the dirty bird sandwich, I enjoy the not so sloppy Joe with a rib on the side. The Mac n cheese was creamy hot and delicious. This staff represented the business well. Give them some kudos and a raise or bonus or all three. They certainly deserve it!!!

Johns Creek

Shelby did an awesome job to help make our Sunday school class party a success! She was great with the amount of food we needed & if I had any questions she was very prompt getting back with me! Will delivered the food for us & was so kind & prompt! The restaurant is very well managed & organized & truly gives you comfort in ordering from this store! Thank you Shelby & Will for your kindness!! You helped make our party a success! 

Kettering

Had some fantastic brisket and sides. I love the green beans and the fries are good. Shout out to Nate for great service. He was a gracious host on Veterans Day. And went out of his way to be helpful to my mom as she was looking for a box to take home some food.

Lafayette

Came in last week and had a great dining experience. The young lady that helped me, Allison, was so polite. She spoke highly of her workplace, which isn't so common these days. Great food, great experience and great people!

McDonough

Nikeria greet us at the speaker and took our order. We pulled at 9:19pm with the store closing at 10pm. She was very polite and patient as we decided and asked questions as it was our first time visiting. Even when we needed to change our order a bit at the window she didn’t seem annoyed frustrated. Thanks for a Job well done!

Poplar Level

We love visiting this City BBQ location when in Louisville. My adult son is Autistic and very obsessed with talking about the dishwasher and such. Management and staff are so nice and talk back with him. Our food is very good as well. On our last visit the Manager, Ray made it a point to engage with my son about the dishwasher and the process. I would recommend this location for sure.

Sandy Spring

Joe was fantastic! It was first time there and he was so patient with me while I tried to decide. He DEFINITELY understands the meaning of great customer service. The pulled pork is the BOMB!

West Chester

Hot damn! Best BBQ in town, got to get the Carolina gold. Amazing sides too, my favorite restaurant n cheese and that corn pudding, holy moly! This location had exceptionally good service and very clean. Taylor is a very attentive young lady and provides great customer service whenever we go.

Wilmington

Emily H. assisted us at the counter. She was so pleasant and helpful…I’d come back just for the service she provided…even if the food was just okay…which it’s not…it’s just as excellent as her service. We will be back! 🫶

Woodruff

Zion was so nice and friendly! We will order food from there again! Thank you Zion for being so helpful and friendly.

Woodstock

Stephanie was awesome! No matter what I get at City barbecue, the food and customer service is always 5 stars at this restaurant! Thank you Stephanie for exceptional customer service!

fifteen year anniversay: Stacy sigrist

Stacy Sigrist / Shift Leader - Powell City Barbeque celebrated fifteen years with Stacy Sigrist on February 12th, 2025. Thank you for your hard work and dedication to the que!

QUEMMUNITY

aS kEVIN bENNETT STATED: Remember, a major key to our success in 2024 is the notion that sales are a controllable. 

We do that by being the Mayor in our Town.  We take every opportunity to get out in our community and show them what City BBQ is all about. 

I’ve seen some amazing pictures and heard some awesome stories so far this year. 

If you are not out in your community, ask for help

We have the answers!

End of year COMMUNITY ACTIVITIES

BE A POSITIVE MEMBER OF THE COMMUNITY!

Have you participated in any community or charity event/drive, or volunteered for any cause, either as a team or individually, at work, home, church? Please send your information and any photos you can provide to hr@citybbq.com, with Quemmunity in the subject line. We’d love to publish them in a future newsletter under this feature! We want to “share the wealth in a sustainable fashion!”

Aletha’s INSIGHT

There are many opportunities for each team member to make a positive impact on both our guests and each other. SMOK’N Hospitality aims to reintroduce essential practices that may have been overlooked or forgotten.

It’s easy to get caught up in the day to day of our worlds and lose sight of the things that are most important: “Our People”, including both teammates and guests. Our business relies on both these critical groups.

When developing SMOK’N and its meaning, the core principles were clear: take care of people, create memorable experiences, and never compromise on quality. Although this may be challenging at times, it is achievable by all team members at City Barbeque. Regardless of your role or department, SMOK’N Hospitality should guide your decisions

Consider how you can create an experience that exceeds expectations. A "WOW" experience by definition means surpassing expectations through innovative and surprising methods or solutions. Establishing emotional connections and showing genuine care for others is key. By aiming for this goal and making it a reality, we can cultivate enthusiastic supporters, both within City Barbeque and externally.

What are some ways to create a positive experience through SMOK’N Hospitality?

FOR OUR TEAM:

• Express appreciation with "Thank You"

• Provide recognition for a job well done

• Acknowledge special occasions such as birthdays or anniversaries

• Honor commitments

• Establish hospitable environments

• Demonstrate and support development paths

FOR OUR GUESTS:

• Create a welcoming environment in each location

• Show concern for their dining experience

• Thank all guests for choosing us

• Ensure food quality, never serve anything that is not competition quality

• If something does not meet guests’ standards, address it until they are fully satisfied

• Make them feel valued

• Ensure each team member has the same guest focus and urgency

• Practice hospitality consistently

Although these lists are not exhaustive or complete, they provide a valuable starting point as you develop your ideas for creating exceptional experiences. Consider the benefits and there importance to our business. When we have satisfied and engaged teammates who look after our guests each day, and who truly understand what it takes to deliver experiences that surpass expectations because they experience them firsthand, everyone gains. Our Guests reap the benefits of high expectations.  l

How will you utilize SMOK'N effectively? What strategies will you employ, and how will you create outstanding experiences?

Follow SMOK’N Content on the following platforms:

• Brainier Modules

• Quemmunication

• GoHappy

• 411

• A Teammate Near You!!!

~ Aletha Dawson, Sr. Director of Training and Recruiting

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