Back Office, Front Impact: Scaling Restaurants with Smart Finance & HR

Melissa Duque

Episode summary

In this episode of The Financial Advantage with GSS, host Nick Stauff sits down with Melissa Duque, Associate General Counsel and HR Manager at Accurate Employer Solutions. They explore how outsourcing HR and payroll can help restaurant operators reduce compliance risk, save time, and support growth across multiple locations.

Melissa explains that keeping up with changing laws, managing payroll, and handling employee issues can overwhelm even experienced teams—especially when a business operates across several states. By outsourcing these functions, operators free up time to focus on their people and daily operations. Melissa shares real-world examples of clients who shifted their energy from administrative work to improving restaurant culture and expanding their businesses.

Throughout the conversation, Melissa highlights the value of strong systems and experienced teams. She addresses common myths about outsourcing, noting that operators don’t lose control but instead gain reliable processes and better insight. The episode closes with practical advice for leaders ready to lift the back-office burden and prioritize compliance, growth, and employee retention.

Guest-at-a-Glance

Melissa Duque

Associate General Counsel and HR Manager

Accurate Employer Solutions (AES)

Known for guiding restaurant operators through complex HR, payroll, and compliance challenges in multi-state environments, with a focus on clear processes and business growth.

https://aes-hr.com/

Episode Highlights

Navigating Multi-State Compliance in Restaurant Operations

Timestamp: ~ 00:08:14 – 00:10:55

Managing restaurants across multiple states brings constant compliance challenges. Each location may face different wage laws, employee classifications, and local ordinances, making it difficult for in-house teams to keep up. Outsourcing HR and payroll to specialists helps operators stay current on regulatory changes and avoid costly mistakes. By working with experts who monitor legal updates and ensure correct processes in every jurisdiction, restaurant leaders can focus on running their business. This support reduces risk, protects against audits, and brings much-needed peace of mind in a complicated regulatory landscape.

“So I'll definitely say that when you outsource... we have specialized folks... whether that be payroll, benefits, administration, compliance. And compliance is such a big deal nowadays—those ongoing changes in regulations with wage, Supreme Court opinions, or that type of thing, are an issue and become effective by a certain day. You want to make sure that your clients who are in different states are aware of those ongoing changes. So... my company helps our clients make sure that they stay compliant with ongoing changes...”

Real-World Impact: Outsourcing Unlocks Expansion

Timestamp: ~00:12:49 – 00:15:32

A restaurant franchisee struggled to expand because daily back-office demands overwhelmed the team. After outsourcing HR and payroll, the business was able to redirect internal resources to marketing and hire additional district managers. This shift allowed managers to focus more on operations and less on paperwork. Over two years, the franchisee realigned management, improved coverage, and successfully acquired new locations. Outsourcing not only removed a major operational burden but also provided the freedom and support needed for strategic growth.

“When we came on board, we took over all of the back office. Everything related to employee relationships we handle for that client. So once we took over, that added stress or weight off the client's shoulders, he was able to actually create the coordinator position... and the money that was in the budget for HR, he used it to hire an additional district manager... Two years after we came on board, he was able to actually purchase additional locations, and that was because of the added focus on operations, which he was able to do because we essentially took over all of the back office needs that the client had.”

The Human Side of Payroll: Trust and Employee Experience

Timestamp:~ 00:18:22 – 00:19:52

Timely, accurate payroll and accessible HR support send a clear message to employees: the organization values them. When leaders spend less time on administrative tasks, they’re more present with their teams, building stronger relationships and fostering a supportive workplace culture. Employees who feel seen and supported are more likely to stay, contribute positively, and refer friends. Outsourced back-office operations create space for managers to lead, and for employees to trust that their needs are met. This trust directly impacts morale and retention, reinforcing a cycle of stability and growth.

“There is a significant positive impact on employee retention and turnover rates because the employees get to see you more often. They know who you're dealing with, and on the backend, they know that there's an HR system supporting them. They know that their payroll is going to be there on time, that someone is handling their employee relations issues... When you're there on the ground with your employees, it sends that message that the company values you, that you take their needs and their experience in your company, in your restaurant, seriously.”

Debunking the Myth: Outsourcing Doesn’t Mean Losing Control

Timestamp: ~00:36:44 – 00:38:01

A common concern among business owners is that outsourcing HR and payroll means losing control over critical business functions. In practice, outsourcing shifts administrative burdens to specialists while keeping decision-making power firmly with the owner. Operators set the culture and direct how things get done—outsourcers simply execute and support those goals. The relationship is built on transparency and trust, with clear processes and access to data. Many who make the switch report greater confidence, more control, and wish they’d made the move sooner.

“Yes, and the top one that we hear... you, the company owner, you, the leader, you lose control of your company. And that is just not true at all. What outsourcing HR does... we take the administrative weight off your shoulders so that you can run your business, your restaurant, or whatever line of business you're in. You still get to run your company, set the culture, and you call the shots. We are simply taking care of your back office needs.”

Back Office, Front Impact

By Nick Stauff • October 2, 2025

In this episode of The Financial Advantage with GSS, host Nick Stauff sits down with Melissa Duque, Associate General Counsel and HR Manager at Accurate Employer Solutions.

How to Build a High-Performance Restaurant Team From the Ground Up

By Nick Stauff • September 19, 2025

What does it take to build a restaurant team that performs every shift, even when turnover spikes and margins shrink? Operators know the challenge: one day you have a full roster, the next you’re scrambling to fill gaps and keep guests happy. Every decision about your people ripples out to the guest experience and bottom line. David Drinan , Managing Partner at BlackThorn Strategic Advisors, has guided both struggling units and fast-growing brands. His conclusion: without the right people, no system or strategy can succeed. Why Team Performance Drives Restaurant Success Operational excellence begins with people. Technology helps, but service breaks down fast if your team doesn’t care. Team culture directly shapes guest experience. Staff who trust each other and feel valued show up with pride, while a weak culture creates inconsistency. Chick-fil-A proves the point: by investing in people and setting clear expectations, they generate industry-leading revenue and unmatched guest satisfaction. But building and sustaining that kind of team also requires operational breathing room—and that’s where the right back-office support becomes critical. That’s exactly what Global Shared Services (GSS) provides: financial clarity, smart tools, and time-saving services that allow restaurant leaders to focus on their people instead of their paperwork. Step 1: Hire for Attitude, Train for Excellence Hire people who show up curious, honest, and ready to work—even if they’ve never bussed a table. Build interview questions around real-life scenarios to gauge cultural fit. Involve current team members in hiring to reinforce culture. Create structured onboarding: clear expectations, hands-on training, and mentorship. When people feel invested in from day one, they gain confidence and deliver consistent guest experiences. We’ve seen this play out in real restaurants. One GSS client—a Tropical Smoothie Café franchisee —built a top-performing team by pairing structured onboarding with GSS payroll support, which eliminated admin headaches and let managers spend more time coaching new hires during their most formative weeks.