From washing dishes at Outback Steakhouse at age 18 to leading a 20-year-old full-service brand into its next chapter, John Haggai has built his career on one core belief: Success starts with great people, high standards, and operational excellence. After co-founding upscale casual concept Tazza Kitchen in Virginia, Haggai joined Burtons Grill & Bar in 2020 with a clear mission—to grow the brand without compromising its soul.
Now with 23 locations, a refreshed digital identity, and new market expansion underway—including its first Pennsylvania restaurant—Haggai is proving that methodical, culture-first growth still wins in today’s competitive landscape. In this exclusive interview, Haggai breaks down Burtons’ evolution, how “everyday excellence” fuels consistency across locations, how the brand’s loyalty program and off-premises initiatives are deepening guest relationships, and why team development remains the heartbeat of Burtons’ long-term vision.
Editor’s Note: This is the fourth article in our new Q&A web series, NextGen Brand Builders. The collection spotlights restaurant executives who are building today’s most compelling NextGen Casual brands from the inside out. The first, Daniel DeLeon Reveals Grumpy’s Recipe for Retention, is here. The second, Chad Offerdahl Keeps The Big Biscuit Fast, Fresh, and Focused, is here. The third, Kaleb Harrell’s Playbook for Purposeful Expansion and Leading with Grit at Hawkers, is here.
First off, can you briefly walk me through your background and your journey to Burtons? What drew you to the concept?
I got my start at 18 washing dishes at Outback Steakhouse in Florida, where I spent more than 20 years working my way through every role and eventually becoming a Joint Venture Partner. That experience cemented my belief that great people, a strong culture, and relentless execution are the cornerstones of any successful brand.
In 2010, I co-founded Tazza Kitchen, an upscale casual concept that grew across Virginia and the Carolinas. I loved building it from the ground up—assembling teams, creating a model, and scaling—and seeing it flourish.
When I joined Burtons Grill & Bar in 2020, I saw a brand with remarkable DNA: uncompromising hospitality, operational discipline, and a fiercely loyal guest base. I believed it had the ability to grow nationally without losing its soul. That combination of proven success and untapped potential was a rare opportunity I couldn’t pass up.
Burtons is celebrating its 20th anniversary this year and is opening its first Pennsylvania location in Wayne. How does this milestone reflect where the brand is today?
This year marks 20 years since the first Burtons opened—proof of the brand’s staying power. We’ve forged ahead by earning the trust of our guests through quality, consistency, and a clear identity. Opening in Wayne, Pennsylvania, is symbolic. It shows we’re not just honoring our past; we’re building for the future. The menu, design, and guest experience at Wayne reflects our evolution. Our foundation hasn’t changed, but we’ve continued to raise the bar—improving, adapting, and proving that excellence never stands still.
Your mantra is “everyday excellence.” How do you ensure that philosophy is upheld across 23 locations, especially during a period of rapid growth?
“Everyday Excellence” isn’t a tagline, it’s our operating system. It starts with our people and touches every aspect of the business. We’ve created a high-performance culture grounded in what we believe are industry-leading standards, accountability for outcomes, and continuous feedback. That keeps us focused on what matters most and ensures consistency in execution, especially during times of growth.
With three openings this year, multiple remodels, and more locations on the horizon, how are you balancing growth with maintaining operational consistency?
Growth is only possible with a strong foundation. For us, that means talented, engaged people executing the fundamentals and delivering memorable guest experiences every single day. When we get that right, new unit growth and career opportunities follow naturally. It’s a win-win—our guests win, our teams win, and the business thrives.
How do you balance classic Burtons favorites with new, location-specific offerings?
Our “greatest hits”—like Crab-Crusted Haddock, the Maxx Burger, Mediterranean Chicken Risotto and many others—are sacred. They’re why guests keep coming back. But we also layer in seasonal features and locally sourced items to give each location its own sense of place. The key is that everything still feels unmistakably Burtons: high-quality, consistent, and executed with pride.
You’ve added brunch, happy hour, and catering in the past year. How have these initiatives impacted guest traffic and overall brand perception?
Brunch, happy hour, and catering have been tremendous wins because they’re natural extensions of who we are. Brunch gives guests a fresh reason to join us on weekend days. Happy hour introduces new guests at an approachable entry point. And catering has become a strategic growth engine—allowing us to be part of celebrations, office events, and special moments outside our four walls. These initiatives deepen relationships and build brand experiences in new ways.
You recently refreshed the brand, launched a new website, and reimagined your loyalty program. How are these investments changing the way you engage with guests?
If you don’t continually grow and evolve, you get stagnant. We refreshed the brand because we wanted it to reflect who we are now. We launched a new website to meet our guests where they are in the customer journey and, ultimately, make it easier to engage and covert. Our reimagined Burtons Rewards program builds off the success of our email marketing program and creates new opportunities for our guests to receive offers and information that feels special and personalized. We nurture these channels to ensure we’re communicating with our guests meaningfully and effectively. We see these platforms as an extension of our hospitality into the digital space.
How do you see technology—especially your new loyalty app—playing a role in driving repeat business?
We intentionally established a Rewards program to build authentic guest relationships versus a Loyalty program that serves constant offers and discounts. We’re relentlessly focused on long-term success. We feel our Rewards app is a powerful tool for connection and incredible opportunity to build brand evangelists. We see our Burtons Rewards members transacting with us much more than those who aren’t part of the program.
Burtons has exceptional leadership longevity, with many team members staying for more than a decade. What’s the key to retaining top talent in this industry?
In an industry defined by turnover, many of our leaders have been with us for over a decade. That doesn’t happen by accident. We create an environment where great people are valued, developed, and recognized. Clear career paths, autonomy to run their restaurants, and respect for work-life balance all matter. Most of all, we fiercely protect our culture and our people. A+ players attract other A+ players, and that creates an unstoppable environment where everyone is pushed to be their best.
“Our goal is to be a brand others measure against, driven by people who care and a culture built on excellence.”
As you add new team members to support growth, how do you integrate them into an established, guest-first culture?
When we bring in new leaders, the first priority is alignment with our culture and standards. They shadow our best operators, learn our systems, and experience the intensity of our expectations firsthand. We set the bar high on purpose—because our teams and our guests deserve nothing less. Protecting that culture ensures every leader who joins us is ready to contribute at the level Burtons is known for, and to thrive in the environment our people have built.
What does leadership look like inside your organization, and how do you cultivate future leaders from within?
We’ve always believed the best leaders are grown from within. Most of our managers, chefs, and executives started in hourly roles. That makes them stronger because they know the culture and the standards inside and out. We back this with heavy investment in training, mentoring, and cross-training. Whether promoted internally or recruited externally, we want the best—and we expect the best.
Your annual cause marketing program for The Celiac Program at Boston Children’s Hospital highlights a deep connection to the gluten-free community. How has this initiative strengthened guest trust and brand identity?
Our dedication to accommodating guests with food allergies and dietary restrictions goes back to day one. It’s embedded in our DNA, not a trend we adopted. Our extensive gluten free menu is one of our hallmarks and partnering with Boston Children’s Hospital Celiac Program reinforces our passion and commitment. We’re in the second year of the cause marketing campaign, and we’re amazed by the enthusiastic response, both from our teams and our guests. Boston Children’s Hospital is a beloved institution and we’re proud to support their life-changing work.
Looking ahead, what’s your vision for the next 20 years of Burtons Grill & Bar?
We’re just getting started. I believe in disciplined, methodical growth—scaling responsibly while staying rooted in our values. The future is about creating opportunities for our people, memorable experiences for our guests, and value for our investors. As long as we remain anchored in great people, high standards, and consistent execution, our runway is long and our future is bright.
What are you most proud of in your leadership journey so far, and what continues to motivate you?
I’m most proud of our people. Watching team members grow from entry-level roles into leadership positions is the most rewarding part of my career. That’s what makes Burtons special—great people, an uncompromising commitment to quality, and the passion to deliver it consistently every single day. Our goal is to be a brand others measure against, driven by people who care and a culture built on excellence.
What else should readers know about you and Burtons?
For 20 years Burtons has proven you can grow without compromise—built on great people, high standards, and relentless execution. Our staying power comes from evolving and adapting without ever losing our core or the trust that got us here. We never take that for granted. The path forward is simple: stay true to our values, empower our teams, and keep our heads down to do the work. The future is about deepening trust in the communities we serve while expanding it into new ones. I’m proud of where we’ve been, excited for where we’re going, and confident the best is still ahead.
