The executive emphasized that meeting customer expectations on food quality and service remains central to the corporate strategy.
"When Guests choose us, they expect high-quality food, orders made the way they asked, and a team that's there when they need us," Curtis said.
He added that the organizational changes aim to reassure guests about their dining choices.
"That's what these changes are about," Curtis said. "We're raising the standard in our restaurants, so every Guest feels like they made the right choice."
Ongoing Transformation
In a February social media update addressing customer complaints regarding crushed food, Curtis previously highlighted packaging modifications implemented by the brand.
"Are you one of the people that's been asking me about why your Whopper is getting smushed?" Curtis asked.
"I think we have a solution for you."
During a recent operational visit where he personally worked drive-thru lanes and greeted diners, Curtis reflected on his hands-on role inside the restaurants.
"Mostly I took orders at the drive-thru," Curtis said. "I can get pretty dangerous with a Whopper.
I slow down production in a pretty significant way. So when it's slow I'll go and make a Whopper.
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But mostly I greeted people at the drive-thru and do table touches with the lobby, connecting with guests."
He emphasized the necessity of demonstrating operational expectations directly to staff members.
"It's important for me that when team members see me in restaurants, that I model the correct behavior that I'm looking to create," Curtis said.
