In an exclusive interview with CanadianSME Small Business Magazine, Raj Chhoker, Founder and CEO of Banmore Group, shares insights into the company’s success in providing exceptional dining experiences, particularly at Toronto Pearson Airport. Raj discusses the challenges of expanding in the dynamic airport environment, the innovative strategies implemented to enhance guest experiences, and the importance of maintaining quality across multiple restaurant brands. He also emphasizes the growing role of corporate social responsibility in the restaurant industry, highlighting Banmore Group’s recent success in raising funds for cancer care. Raj’s commitment to customer service and community impact makes Banmore Group a standout in the hospitality sector.
How has Banmore Group’s experience operating restaurants at Toronto Pearson Airport shaped your approach to customer service and operational efficiency?
Operating restaurants at Toronto Pearson International Airport has fundamentally shaped Banmore Group’s approach to customer service and operational efficiency. Unlike traditional locations, the airport environment presents unique challenges—high foot traffic, time-sensitive customers, and strict security protocols—all of which demand an elevated level of service and precision.
From a customer service perspective, we’ve adopted a hospitality-first mindset. Travelers are often in a hurry, stressed, or unfamiliar with their surroundings. Our teams are trained to deliver fast, friendly, and seamless service, ensuring customers receive their orders quickly without compromising on quality. We emphasize personalized interactions, efficient queue management, and proactive assistance, making sure every customer—whether a frequent flyer or a first-time visitor—feels valued.
Ultimately, the airport experience has reinforced our belief that exceptional service and operational excellence go hand in hand. It has also solidified Banmore Group’s reputation as a trusted partner in high-performance food service operations. Whether inside an airport or in a traditional setting, our philosophy remains the same: “We Live to Serve.”
Can you share a specific challenge you faced while expanding your restaurant portfolio, and how did you overcome it?
One of the biggest challenges we faced while expanding Banmore Group’s restaurant portfolio was navigating the complexities of opening locations at Toronto Pearson International Airport. The airport environment comes with strict security protocols, supply chain limitations, and high operational costs, making expansion a meticulous process.
To overcome this, we focused on strategic planning and adaptability. We worked closely with airport authorities and suppliers to streamline logistics, ensuring timely deliveries despite restricted access. The airport authorities have been very helpful throughout the expansion process, providing valuable insights and assisting us in making well-informed decisions that align with operational feasibility and customer demand.
Another challenge was maintaining our service standards across multiple brands. We addressed this by implementing strong training programs that emphasized efficiency, customer engagement, and teamwork. By building a resilient, customer-focused culture, we successfully expanded while maintaining the quality and speed our guests expect.
What innovative strategies has Banmore Group implemented to enhance the guest experience across your diverse range of restaurant brands?
At Banmore Group, innovation is key to enhancing the guest experience across our diverse restaurant brands. We continuously explore strategies that blend speed, convenience, and personalized service to meet the evolving needs of our customers.
Beyond technology, we foster a strong service culture through unique initiatives like BSPD (Banmore Service Promise Day), which we celebrate every week. BSPD serves as an internal reminder that every Banmore Group employee is committed to delivering exceptional service, reinforcing our company’s core values.
Another standout initiative is Table Service Day, where we provide full table service to customers—something virtually unheard of in Quick Service Restaurants (QSRs). This not only enhances the dining experience but also creates a memorable personal connection with our guests, making them feel valued.
How does Banmore Group balance maintaining consistent quality across multiple restaurant concepts while also adapting to changing consumer preferences?
At Banmore Group, we balance quality and adaptability by combining strict operational standards with a customer-driven approach across all our restaurant brands.
To ensure consistency, we implement standardized training programs, regular quality audits, and real-time feedback systems. Every team member is trained to deliver exceptional service while maintaining the highest food quality, regardless of the brand or location. We have dedicated training managers for each of our brands, whose sole responsibility is to train new team members. Every new hire undergoes a comprehensive training course and is examined by the restaurant manager at the end. This ensures that quality service is never compromised.
At the same time, we stay agile and adaptable to changing consumer preferences. We analyze market trends and customer insights to enhance dining experiences. This allows us to continuously evolve while staying true to our commitment to quality and efficiency.
By balancing operational excellence with innovation, we ensure that our guests always receive the best experience possible, no matter which of our brands they choose.
In light of your recent fundraising success for cancer care, how do you see the role of corporate social responsibility evolving in the restaurant industry?
Corporate social responsibility is no longer just an option in the restaurant industry—it’s an essential part of business leadership. At Banmore Group, we believe that giving back to the community is just as important as serving great food. Our recent fundraising success for cancer care, in partnership with the William Osler Health System Foundation, reinforces our commitment to making a meaningful impact beyond our restaurants.
As the industry evolves, CSR will become more integrated into business operations rather than just a one-time initiative. Customers today expect brands to stand for something bigger than profits. Whether it’s sustainability, employee well-being, or community support, restaurants must actively contribute to causes that matter.
At Banmore Group, we are committed to continuous community engagement, responsible sourcing, and sustainability efforts. By embedding CSR into our core values, we strengthen customer trust, employee morale, and long-term business success. As we grow, our mission remains the same: to serve not just food but our community.
