Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates
By: Ovation
Language: en-us
Categories: Business, Marketing, Arts, Food
Give an Ovation: The Restaurant Guest Experience Podcast is your backstage pass to the minds of hospitality leaders, innovators, and operators who are redefining what it means to serve. Hosted by Zack Oates, founder of Ovation, each episode dives into real-world tactics and inspiring stories from restaurant pros who know how to create five-star guest experiences—both in-store and off-premise.From fast casual to fine dining, catering to curbside, learn how to drive loyalty, empower your staff, and deliver hospitality that hits home. Whether you're a restaurant owner, operator, marketer, or tech partner, this podcast will leave you with practical in...
Episodes
Using Feedback to Stay Competitive with Gregory Zamfotis of Gregorys Coffee
Dec 15, 2025Send us a text
Gregorys Coffee is everywhere right now, and founder and CEO Gregory Zamfotis joins Zack to talk about what it really takes to scale a coffee brand without losing its soul. From mall food courts to multi market growth with Craveworthy Brands, Greg shares how he thinks about speed, quality, and culture in every store.
Zack and Gregory discuss:
Why franchising is the right next step for Gregorys Coffee How to deliver specialty coffee at real New York speed Dropping beloved donuts to bake fresh in store Developing team members who care... Duration: 00:27:45Building Tech that Serves People with Brianne Harvey of Break Bread Consulting
Dec 11, 2025Send us a text
Zack Oates sits down with Brianne Harvey, founder and CEO of Break Bread Consulting, to talk about tech that lifts hospitality without getting in the way. Brianne shares how to “bolt on” experts for system launches, train your team to own it, and use simple tools to create memorable moments.
Zack and Brianne discuss:
Reservation notes that make guests feel known When to bring in a fractional implementation team Authenticity over automation in guest experience Answering every call with call-to-text or routing Small surprises that drive repeat ordersThanks, Brianne!<...
Duration: 00:18:10Connection Over Perfection with Kayla Dillon
Dec 08, 2025Send us a text
Zack sits down with Kayla Dillon, fractional CMO and brand consultant, to talk about why guest expectations have shifted from hospitality to humanity. Kayla explains how to pick technology that fits, set it up the right way, and connect ops, marketing, and tech so the guest actually feels known. They dig into loyalty, behavior based rewards, and the role of AI in making personalization practical.
Zack and Kayla discuss:
Human connection over perfection Choosing tech that matches readiness Behavior and interest based loyalty AI that supports real personalization Connecting ops, marke... Duration: 00:17:04Empower Your Team, Elevate Your Guests with Geoffrey Toffetti of Frontline Performance Group
Dec 04, 2025Send us a text
Zack sits down with Geoffrey Toffetti, CEO of Frontline Performance Group, to talk about why the guest experience can never exceed the employee experience. Geoffrey explains how clear standards, consistent measurement, and coachable behaviors turn service into revenue. He shares practical ways to set expectations, train for the right language, and use recognition and incentives that actually drive results.
Zack and Geoffrey discuss:
Frontline culture as the brand experience Reward, recognition, and accountability From selling to serving with better recommendations Leaderboards and measurement that lift performance Setting clear standards leaders can e... Duration: 00:17:04Founder Spirit to Scalable Systems with Peter Gaudreau of Tacodeli
Dec 02, 2025Send us a text
Zack sits down with Peter Gaudreau, CEO of Tacodeli, to talk about scaling a beloved founder-led brand while protecting what matters most. Peter shares how ingredient integrity, empowered managers, and thoughtful packaging make hospitality show up both on premise and off. A real service recovery story shows what guest care looks like in action and how feedback fuels better leadership.
Zack and Peter discuss:
Balancing founder DNA with growth Why ingredient quality is a hospitality choice Designing catering and to go that presents well Training managers to own service recovery Using... Duration: 00:19:31From Brand DNA to Guest Love with Melissa Richards-Person of Third Arm Consulting
Nov 24, 2025Send us a text
Zack sits down with Melissa Richards-Person of Third Arm Consulting to unpack brand DNA and why it is the root of lasting guest experience. From Papa John’s transformation to creating signature moments guests remember, Melissa shares how clear voice, authentic behavior, and fast service recovery turn problems into loyalty. Zack and Melissa discuss brand DNA, founder led brands, garlic sauce lessons, the peak end rule, and how real time feedback can coach teams while winning back guests. Practical, specific, and immediately usable.
Zack and Melissa discuss:
Bringing Brazilian Flavor to NYC with Pedro Uchôa of TAP
Nov 20, 2025Send us a text
Zack sits down with Pedro Uchôa, founder and CEO of TAP, the Brazilian fast casual bringing bold flavor and genuine hospitality to New York and Miami. They discuss TAP’s Perfect Pitch win, the importance of culture-driven leadership, and how small personal touches create big loyalty.
Zack and Pedro discuss:
Authenticity that guests can feel Personalization at the counter and beyond Fast casual speed in a New York minute Feedback loops that level up managers Storytelling inside the four wallsThanks, Pedro!
Links:
https://www.linkedin...
Detect, Then Train: Rachael Nemeth of Opus Training on AI Interventions that Stick
Nov 17, 2025Send us a text
Zack Oates sits down with Rachael Nemeth, CEO of Opus Training, to talk about turning frontline training into real-time performance. Rachael explains why most brands don’t have a completion problem — they have an adoption problem — and how Opus makes training inclusive with instant mobile access and automatic translation. She shares how Opus pairs with Ovation to detect issues early and push targeted refreshers before they become revenue problems.
Zack and Rachael discuss:
Training as the foundation of guest experienceAdoption vs completion and mobile-first accessUsing AI to detect anomalies and interv... Duration: 00:18:11From Fast Food to Full-Service Success with Jay Bandy at Goliath Consulting Group
Nov 13, 2025Send us a text
Restaurant value is not a price point. It is the experience. In this episode, Zack sits down with Jay Bandy, President at Goliath Consulting Group, to unpack what guests really buy and how teams can deliver it consistently. With nearly four decades in foodservice, Jay shares the practical foundations that still work: hire for warmth, train relentlessly, and build a culture guests can feel.
Zack and Jay discuss:
Why value equals price plus experienceHiring signals that predict great front-of-house performanceTraining first, then hospitalityDaily “drip” habits that shape cultureTurning B players into... Duration: 00:19:05The Eye In The Sky That Isn't Creepy with Savi's Brock Weeks
Nov 10, 2025Send us a text
Zack Oates welcomes Brock Weeks, CEO of Savi, to talk about using AI to measure and improve in-store guest experiences. Brock explains how Savi transforms existing security footage into actionable insights that help operators understand consistency, cleanliness, and engagement in real time. Together, Zack and Brock discuss the connection between AI, feedback, and the human side of hospitality.
Zack and Brock discuss:
Using AI to measure consistency and guest interactionsThe “time to engage” metric and what it revealsWhy data only works when it fits real workflowsHow AI empowers frontline workers inst... Duration: 00:16:49Arjun Sen of ZenMango on Earning the Second Visit, One Guest at a Time
Nov 06, 2025Send us a text
Zack Oates welcomes Arjun Sen, marketing executive, speaker, author of Unquiet Forever, and founder of ZenMango. Arjun shares how brands win by owning the feeling of each moment and wowing one more guest at a time. He breaks down first and last impressions, the “food two-minute drill” during peak hours, and why leaders must act instead of react to competition. He also explains “unquitting” as a mindset for teams and retention.
Zack and Arjun discuss:
How to define and deliver a brand’s core feelingFirst and last impressions that drive a second v... Duration: 00:23:26James Bonanno of Upstream Hospitality on The Power of Fast Feedback
Nov 03, 2025Send us a text
Zack Oates sits down with James Bonanno, Founder and CEO of Upstream Hospitality Group, to talk about building strong operations, developing A-player leaders, and delivering five-star guest experiences across 20+ locations. From Tap Room to Bango Bowls, James shares how great culture starts with great GMs—and why sharpening the team’s skills is key to growth.
Zack and James discuss:
Why operations fuel great marketingHow to identify and develop A-player leadersThe role of feedback in improving accuracy and serviceUsing AI and data to boost training and leadership developmentTurning quick responses into... Duration: 00:16:22Eric Knott of Tiki Taco on Turning Feedback into Action
Oct 30, 2025Send us a text
Eric Knott, CEO of Tiki Taco and former PDQ leader, joins Zack Oates to talk about scaling hospitality, refining menu strategy, and building genuine guest connections. With experience ranging from Outback to Tiki Taco, Eric shares how structure and community drive lasting success. He explains how to use guest feedback as a growth tool, why operators must be the “mayor” of their market, and what’s changed most about the modern guest.
Zack and Eric discuss:
Lessons learned from Outback, PDQ, and Tiki TacoThe power of guest feedback loopsKnowing when to rem... Duration: 00:17:53Building a Fierce Yet Friendly Brand with Amanda Kahalehoe of Vicious Biscuit
Oct 27, 2025Send us a text
From Charleston roots to a growing national footprint, Amanda Kahalehoe has built a brand that’s both fierce and warm. As COO of Vicious Biscuit, she shares how her team balances bold, indulgent food with genuine Southern hospitality. Amanda and Zack dive into how her brand “out-hospitalities” the competition, the power of listening to guests, and what operational excellence really means in today’s restaurant world.
Zack and Amanda discuss:
The origins and growth of Vicious BiscuitWhy guest feedback drives innovationHow to out-serve your competitionDefining operational excellenceBuilding loyalty through cultureThanks...
Duration: 00:18:24How Haven Hot Chicken Builds Loyalty with Jason Sobocinski
Oct 06, 2025Send us a text
Jason Sobocinski joins Zack Oates to share how Haven Hot Chicken builds lasting guest love through great food, consistent hospitality, and small gestures that surprise and delight. From “reverse tipping” cards to weekly community drop-offs, Jason explains how joy and consistency fuel growth in a competitive chicken market.
Zack and Jason discuss:
• Why exceeding expectations defines hospitality at Haven
• How consistency keeps guests returning visit after visit
• Turning feedback into opportunities for improvement
• Reverse tipping cards as a unique way to delight guests
• Surprise-and-delight catering drops that drive awarenes...
Paul Damico of Global Franchise Group on What Really Drives Traffic
Sep 29, 2025Send us a text
Paul Damico joins Zack Oates to share what still wins guest loyalty today. His take is simple: nail the four walls first, then scale. With leadership across Blaze, Fuzzy’s, Global Franchise Group, Focus Brands, and Moe’s Southwest Grill, Paul explains how culture, training, and clean execution turn into traffic, while technology should remove friction rather than add it.
Zack and Paul discuss:
• Why the in-store experience fuels long-term digital sales
• The fundamentals that never change for restaurants
• Cleanliness as a true traffic driver
• Building a tech stack that...
John Laun of Earthbar on Using AI and Feedback to Elevate Guests
Sep 22, 2025Send us a text
John Laun, CMO of Earthbar, joins Zack Oates to share how a wellness brand with roots in the 1970s is scaling nationally while keeping guest experience front and center. With over 60 locations and a strong partnership with Equinox, Earthbar focuses on energy, consistency, and culture to make every visit the best part of a guest’s day.
Zack and John discuss:
How Earthbar grew from supplements to smoothies to 60+ storesWhy “energy” is a core value for team membersUsing real-time feedback to recover service instantlyWhy happy guests are the brand’s best mar... Duration: 00:22:59Why Guest Experience Starts with GMs, with Justin Falciola of Deliverect
Sep 09, 2025Send us a text
Justin Falciola, President of the Americas at Deliverect, joins Zack Oates to explore how technology and hospitality can work hand in hand. With leadership experience at Papa John’s and CKE, Justin has seen the restaurant industry from both the operator and vendor sides. He shares how Deliverect is helping brands scale profitably by connecting POS systems, delivery aggregators, and first-party digital platforms—all while keeping the guest at the center.
Zack and Justin discuss:
Why Blockbuster failed and what restaurants can learn from itThe critical role of GMs in shapi... Duration: 00:19:40From Football Field to Franchise Growth: Mark Moseley at Five Guys
Aug 25, 2025Send us a text
From NFL MVP to franchise powerhouse, Mark Moseley has done it all. After a legendary 16-year career as the Washington Commanders’ clutch kicker and the only special teams player to ever win MVP, Mark went on to help grow Five Guys from just 3 locations to nearly 2,000 worldwide. In this episode of Give an Ovation, Mark shares how lessons from football shaped his approach to franchising and what it takes to create a consistent, high-quality guest experience across the globe.
Zack and Mark discuss:
How Drew Kimball of SpotOn Builds Loyalty Through Service and Tech
Jul 15, 2025Send us a text
Drew Kimball, Relationship Manager at SpotOn, joins Zack Oates to talk about what it really takes to build lasting relationships in hospitality. With over 15 years in B2B sales and a background in restaurants, Drew shares stories from his work with operators, his time as a game store owner, and how he helps brands improve guest experience, efficiency, and revenue.
Zack and Drew discuss:
Why relationship-building is Drew’s business superpowerThe four “core” pillars every restaurant should focus onReal-world examples of improving table turn and guest feedbackHow to provide value throug... Duration: 00:17:02Live from the National Restaurant Association Show
Jul 01, 2025Send us a text
Zach takes the Ovation mic to the streets of Chicago for a special edition of the Two Question Podcast, recorded live at the National Restaurant Association Show. From tech innovators to restaurant operators, leaders across the industry answer two key questions: what should restaurants focus on over the next 12 months, and what tactics can improve the guest experience? You’ll hear quick insights, real-world tips, and recurring themes around data, human connection, and of course—using Ovation.
Thank you to all our amazing guests, including Sean Walchef, Scott Porter, Brandon Barton, and...
Duration: 00:27:07From Gas Stations to 3,400 Units: Alice Crowder at Krispy Krunchy Chicken
Jun 18, 2025Send us a text
Alice Crowder, CMO of Krispy Krunchy Chicken, joins Zack Oates to break down how the brand grew to nearly 3,400 locations without traditional franchising. From gas stations to guest experience strategy, Alice shares how high-quality food, grassroots marketing, and authentic partnerships drive brand love and repeat visits.
Zack and Alice discuss:
Why quality, value, and craveability win in any locationHow to grow using micro-influencers instead of ad budgetsThe power of authentic pride among convenience store operatorsWhy guest experience starts with product and belief—not policyHow to create emotional loyalty in unexpected se... Duration: 00:19:09Michael Lukianoff of SignalFlare on Using AI to Drive Smarter Restaurant Strategy
Jun 16, 2025Send us a text
Michael Lukianoff, CEO of SignalFlare, joins Zack Oates to unpack the restaurant industry's biggest data challenges and opportunities. From AI-driven decision-making to understanding local market dynamics, Michael explains how restaurants can stay ahead in a crowded, fast-changing landscape.
Zack and Michael discuss:
Why restaurant growth is outpacing population growthHow to make sense of complex guest data without loyalty programsWhy local market dynamics are more important than everHow AI will change local marketing strategyWhat brands can do to gain more than their “fair share” of trafficThanks, Michael!
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Duration: 00:16:59Russ Hawkins of Agilence on Using Data to Improve Guest Experience
Jun 13, 2025Send us a text
Russ Hawkins, CEO of Agilence, joins Zack Oates to break down how restaurant operators can use data to improve guest experience, boost loyalty, and align teams. With a background spanning telecom, retail, and hospitality, Russ shares practical strategies for avoiding waste, tracking behavior, and turning missed expectations into long-term relationships.
Zack and Russ discuss:
Why personalization is the new loyaltyHow to align the boardroom with the back-of-houseUsing data to improve staff training and performanceWhat operators can learn from both QSR and fine diningWhy small moments—like remembering a name—still matt... Duration: 00:14:02Serving Hospitality for 75 Years: Ralph Lewis of Okeechobee Steakhouse
Jun 09, 2025Send us a text
Ralph Lewis, CEO and third-generation owner of Okeechobee Steakhouse, joins Zack Oates to share the secrets behind one of Florida’s most iconic dining institutions. From 75 years of legacy service to 350,000 free birthday steaks, Ralph dives into how family values and consistent hospitality drive lasting guest loyalty.
Zack and Ralph discuss:
What it means to deliver true hospitality, not just serviceHow Ralph’s team creates “wow” moments with steak and dessert traysWhy every team member should feel seen, not just staffedThe impact of birthday traditions on guest memory and retentionHow to train... Duration: 00:16:31From 16 to 75 Locations: Eric Robison’s Growth Journey at Rock N' Roll Sushi
Jun 05, 2025Send us a text
Eric Robison, developer and multi-unit owner at Rock N' Roll Sushi, joins this episode of Give an Ovation to break down how the brand has grown from 16 to 75+ units and what it takes to get guests back through the doors. From creating a fun, high-energy dining experience to transforming guest feedback into operational change, Eric shares how his team makes sushi dining loud, vibrant, and unforgettable.
Why retention beats new trafficHow COVID shifted guest service cultureInfusing your brand into your teamTurning feedback into a gift5 A’s of guest recoveryThanks, Eri...
Duration: 00:15:16Barry McGowan of Fogo de Chão on Climbing the Ranks in Hospitality
Jun 02, 2025Send us a text
Barry McGowan, CEO of Fogo de Chão, joins Zack to share his incredible rise from washing dishes to leading a global hospitality brand. With over 40 years in the industry, Barry dives into what real value means for guests, why customization and celebration matter, and how to scale culture while staying people first. He discusses the importance of consistency, how to use pricing as a tool for value not margin, and what every brand should do to stay competitive in today’s market.
Why hospitality is undergoing a renaissanceBarry’s long-term pricing and val... Duration: 00:18:54Inside 3Natives: Anthony Bambino’s Guide to Sustainable Growth
May 29, 2025Send us a text
Anthony Bambino, founder and CEO of 3Natives, joins Zack Oates to share how he grew a 900-square-foot juice bar into a 50+ location health-focused brand. With no outside investment, Anthony emphasizes why slow, steady, and personal growth beats fast cash. He shares insights on creating memorable guest experiences, leading a tight-knit team, and empowering employees to deliver service that stands out.
Zack and Anthony discuss:
How 3Natives grew with zero private equityThe secret to keeping franchise culture strongWhy happy employees create loyal customersWhat Anthony learned from Unreasonable HospitalityWhy handwritten notes still... Duration: 00:18:50How Savory Fund Powers Guest Experience at Scale with Josh Boshard
May 27, 2025Send us a text
Josh Boshard, COO of Savory Fund, joins Zack Oates to talk about what it really takes to scale great restaurant brands. With a background in tech and an obsession for operations, Josh shares how momentum, team empowerment, and data-driven decisions shape unforgettable guest experiences. From system-wide A/B testing to feedback-fueled growth, this episode is a masterclass in modern hospitality leadership.
Zack and Josh discuss:
Why momentum is the most underrated part of guest experienceHow tech can elevate—not replace—hospitalityThe difference between one-off issues and systemic problemsWhy Savory uses gues... Duration: 00:21:08Creating Guest Loyalty from the Inside Out with Amy Hom of Barcelona Wine Bar
May 23, 2025Send us a text
Amy Hom, CEO of Barcelona Wine Bar and a powerhouse leader in hospitality, joins Zack to share how she’s created strong cultures and top-tier guest experiences across some of the industry’s most iconic brands. From reducing turnover to building future leaders, Amy brings practical wisdom and contagious energy.
Zack and Amy discuss:
How culture drives results and retentionWhy team energy is the foundation of guest experienceHow to spot which “B players” can level upWhy feedback is the ultimate success filterThe operational must-haves she looks for at every brandHow gratitud... Duration: 00:20:26Designing Dining Experiences with Sebastien Silvestri of The Dinex Group
May 21, 2025Send us a text
Sebastien Silvestri, CEO of The Dinex Group, joins Zack Oates to share lessons from decades of global hospitality leadership—spanning Bora Bora, Vegas, Miami, and NYC. He dives into how restaurants can elevate the guest experience through entertainment, precision, and people-first operations. From value perception to theatrical dining, Sebastien shares why success starts with obsessed attention to detail and team care.
Zack and Sebastien discuss:
Why today’s guests crave experiences, not just mealsHow theatrical touches like table-side service delight dinersWhy hospitality starts with taking care of your teamHow to deli... Duration: 00:22:31Winning with Hospitality-Driven Catering with Pete Mora of Fajita Pete’s
May 19, 2025Send us a text
Pete Mora, founder of Fajita Pete’s, joins Zack Oates to share how a catering-first mindset transformed his brand from a full-service Tex-Mex restaurant into a thriving, multi-unit concept. Pete reveals how simplifying the model, building genuine guest relationships, and leading with care have been the keys to sustainable growth. He also discusses how small gestures—from handwritten notes to surprise gift cards—can create loyalty that no marketing campaign can buy.
Zack and Pete discuss:
How Fajita Pete’s evolved from full-service dining to catering-first QSRWhy caring is the most sca... Duration: 00:17:56Behind the Pizza: Building Community and Culture with Avery Ward
May 16, 2025Send us a text
Avery Ward, CEO of Little Italy Pizza, shares how he transformed his family's business from a small pizza shop into a multi-million-dollar restaurant group. In this episode, Avery talks about the power of content marketing, building lasting relationships with customers, and staying true to core values while innovating. From the “Slice of Life” series to the challenges of creating a great guest experience, Avery dives into what’s worked for Little Italy and what’s next on their journey.
Zack and Avery discuss:
Avery’s journey from Apple Genius to... Duration: 00:19:24Building a Brand on Love, Legacy, and Leadership with Jane Abell of Donatos Pizza
May 14, 2025Send us a text
Jane Abell, Executive Chairwoman and Chief Purpose Officer of Donatos Pizza, joins Zack Oates live to discuss how leading with love and purpose has fueled Donatos' growth and guest loyalty. Jane shares how a people-first mindset, innovation, and agape capitalism shape every decision, from store operations to franchise relationships. She also explains how Donatos blends automation with hospitality to preserve their soul while scaling. Her insights offer a roadmap for brands that want to grow without losing their heart.
Zack and Jane discuss:
How Donatos stays true to its family... Duration: 00:18:55Inside The Great Greek’s Rapid Growth with Bob Andersen
May 12, 2025Send us a text
Bob Andersen, President of The Great Greek Mediterranean Grill, joins Zack Oates live at RLC to share how the brand delivers full-service hospitality in a fast-casual setting. Bob discusses the art of preserving authentic experiences while scaling rapidly, the role of franchisee relationships in sustainable growth, and why Mediterranean cuisine hits the sweet spot for today’s diners. He also dives into the huge opportunity catering presents for restaurants who are ready to do it right.
Zack and Bob discuss:
How The Great Greek creates an elevated fast-casual dining experienceBuilding fr... Duration: 00:22:22Preserving Culture Through Rapid Growth with Rob Ertmann
May 09, 2025Send us a text
Rob Ertmann, President of Mo’ Bettahs, joins Zack Oates live to share how the brand scaled from 22 to over 60 locations while staying true to its “be aloha” culture. Rob explains how simplicity, consistency, and operational focus helped Mo’ Bettahs deliver great guest experiences at every stage of growth. He shares insights on training, culture preservation, and why handling mistakes the right way builds loyalty.
Zack and Rob discuss:
How Mo’ Bettahs scaled without losing its aloha vibeWhy simplicity beats complexity when scaling a brandHow leadership stays connected by being present in storesH... Duration: 00:19:23Behind the Growth of Bushfire Kitchen with Oliver Barwin
May 07, 2025Send us a text
Oliver Barwin, CEO of Bushfire Kitchen, joins Zack Oates live to share how he transitioned from Wall Street to hospitality, building a fast-casual brand focused on healthy food, hospitality, and smart growth. Oliver explains how technology upgrades, streamlined operations, and a better-for-you menu helped Bushfire Kitchen scale during challenging times. He dives into how loyalty to the guest experience shaped their tech decisions and why being proactive in guest recovery is a must. His journey proves that a finance background can be a surprising advantage in hospitality when paired with heart.
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Duration: 00:17:54Baking Joy Into Every Bagel with Jeff Perera
May 05, 2025Send us a text
Jeff Perera, founder of Jeff’s Bagel Run, joins Zack to share how a passion project turned into one of the fastest-growing bagel brands in the country. From baking fresh bagels all day long to building real connections with guests, Jeff explains how focusing on hospitality, simplicity, and genuine joy helped grow his business to 12 locations—and counting. Whether it’s innovating with pimento cream cheese or remembering loyal customers by name, Jeff shows why local energy and fresh experiences are at the heart of scaling a beloved brand.
Zack and Jeff d...
Duration: 00:19:02Craveable Brands Done Right with Lawrence Longo
May 02, 2025Send us a text
Lawrence Longo, serial food entrepreneur and founder of Off the Menu, joins Zack to share how building craveable products, creating genuine hospitality, and staying relentlessly simple have driven his success across multiple brands. As CEO of Prince Street Pizza, Irv’s Burgers, and The Bar Next Door, Lawrence talks about what it really takes to create businesses guests love—and how passion and great teams make it all possible. From launching viral pop-ups to building award-winning brands, he breaks down why consistency, hospitality, and product obsession matter more than trends. Whether it’s pizza...
Duration: 00:16:50Real Connections, Real Results with Yasaman Stewart
Apr 30, 2025Send us a text
Yasaman Stewart, Senior Director of Marketing at Brix Holdings, joins Zack to share how consistency, energy, and real connection drive powerful guest experiences. Drawing from her deep operations and marketing background, Yasaman explains how brands can inspire their teams, build authentic connections, and turn recognition into loyalty.
Zack and Yasaman discuss:
Why consistency in execution builds brand trust How operational passion elevates marketing efforts Creating emotional guest connections through genuine service Tailoring the guest experience while staying consistent Leveraging feedback and rewards to drive team motivationTune in to hear...
Duration: 00:15:48Turning Insight Into Action with Kendall Ware
Apr 28, 2025Send us a text
Kendall Ware, keynote speaker and franchise growth coach, joins Zack to share strategies for building memorable guest experiences rooted in authenticity, consistency, and connection. With a deep background in franchise leadership and hospitality, Kendall offers insights on what really drives guest loyalty—and how small moments make a big difference.
Zack and Kendall discuss:
Sharing authentic leadership lessons through LinkedInStrengthening franchisee and franchisor relationshipsTurning convenience into long-term guest connectionUsing data to uncover and fix operational gapsAdapting brand standards to local market needsTune in to hear how Kendall’s peop...
Duration: 00:20:10Operational Clarity Wins with Sebastian Stahl
Apr 23, 2025Send us a text
Sebastian Stahl, former hospitality operator and now founder of Breadth, joins the show to talk about how restaurants can build marketing systems that actually work. As the host of Restaurant Leaders Unplugged, Sebastian shares how guest experience starts long before a diner walks through the door—and how to align your team, tech, and messaging to make every touchpoint count.
Zack and Sebastian discuss:
Why systems are the foundation of strong marketingHow to plan campaigns instead of winging themThe role of tech in enhancing guest experienceWhy every touchpoint shapes brand pe... Duration: 00:15:48What Truly Creates Restaurant Magic with Troy Guard
Apr 16, 2025Send us a text
Chef Troy Guard, founder of TAG Restaurant Group, joins the show to share how creating a vibe, embracing the unexpected, and mentoring talent have helped him grow multiple restaurant concepts across states. From dishwasher to executive chef, Troy reflects on his journey and how guest experience is driven by feeling—not formulas.
Zack and Troy discuss:
Why “vibe” is the first thing he notices in a restaurantHow to scale a brand while staying true to its soulThe power of mentorship and opening doors for othersWhy hospitality is more than food—it’s emo... Duration: 00:18:37Rewiring Customer Perception with Melissa Hughes
Apr 07, 2025Send us a text
Dr. Melissa Hughes joins Zack to explore the neuroscience behind the guest experience. As a keynote speaker and author, Melissa breaks down why small missteps in a restaurant can have an outsized impact, and how operators can respond to reviews with empathy and intention.
Zack and Melissa discuss:
How the brain's negativity bias affects guest perceptionWhy noise can ruin a meal regardless of food qualityThe power of thoughtful responses to negative reviewsWhy most feedback contains hidden truthHow service recovery can create more loyal guestsHow personalization and empathy influence customer retention<... Duration: 00:19:32Culture That Connects with Chris Schultz
Mar 31, 2025Send us a text
Chris Schultz, CEO of Voodoo Doughnut, joins Zack to share how the brand’s rebellious spirit and cult following stem from bold choices and intentional culture. With decades of experience in hospitality, Chris explores how staying weird can still mean staying operationally sharp.
Creating a culture that celebrates personality and creativityEmpowering team members to deliver standout guest experiencesTurning failures into conversation starters and brand loyaltyWhy engagement and heart matter more than speedBuilding human connection in every guest interactionTune in to hear how Voodoo Doughnut keeps the magic alive while scaling the brand....
Duration: 00:18:46Authenticity by Design with Shaz Khan of Tono Pizzeria + Cheesesteaks
Mar 24, 2025Send us a text
Shaz Khan, co-founder of Tono Pizzeria + Cheesesteaks, joins Zack to share how he's built a beloved multi-unit brand without losing the feel of a local favorite. With an engineering mindset and a passion for hospitality, Shaz breaks down the systems, tech, and transparency that drive guest loyalty and operational excellence.
Zack and Shaz discuss:
Building guest trust through transparency and truthfulnessBalancing scale with authenticity and community feelHow tech tools like Ovation and Marqii elevate guest feedback and insightsResponding to every online review with empathy and intentionWhy real conversations with local... Duration: 00:17:43Running a Profitable Restaurant Without Being Trapped in It with David Scott Peters
Mar 17, 2025Send us a text
Zack sits down with David Scott Peters, restaurant coach, speaker, and author of Restaurant Prosperity Formula, to break down how independent restaurant owners can create financial and operational freedom. He shares why delegation without documentation leads to failure, how to build a system that works without you, and why great guest experiences start with operational excellence.
Zack and David discuss:
Why most restaurant owners fail to delegate effectivelyThe simple way to document systems without extra workHow anticipating guest needs creates better hospitalityThe key to... Duration: 00:19:24From Brand Voice to Guest Experience with Stacey Kane
Mar 13, 2025Send us a text
Zack welcomes Stacey Kane, a fractional CMO for emerging and beyond brands, to discuss the importance of brand voice, guest experience, and tactical marketing strategies in the restaurant industry. With experience leading marketing efforts for multiple brands, Stacey shares how businesses can define their identity, engage guests, and use nostalgia to create memorable experiences.
Zack and Stacey discuss:
Why brand personality is the foundation of marketing successThe origin story approach to uncovering a restaurant’s mission and visionHow multi-generational guests demand more than a one-size-fits-all experienceTactical marketing ideas that can be... Duration: 00:18:15Frictionless Ordering & Smarter Tech with Johnathan Chen
Mar 10, 2025Send us a text
On this episode of Give an Ovation, Johnathan Chen, CEO and Co-Founder of 5&5, joins Zack Oates to discuss how restaurants can optimize their technology stack to improve operations and guest experience. With years of experience in restaurant tech and digital services, Johnathan shares insights on streamlining systems, avoiding tech overload, and ensuring that technology serves the guest—not complicates their journey.
Zack and Johnathan discuss:
The biggest tech challenges restaurants face todayHow to reduce friction in the ordering processWhy si... Duration: 00:21:10Five-Star Strategies for Restaurant Success with Michael Halen
Mar 06, 2025Send us a text
On this episode of Give an Ovation, Zack Oates welcomes Michael Halen, Senior Restaurant and Foodservice Analyst at Bloomberg Intelligence and host of Chopping It Up. Michael shares his insights on industry trends, value perception, and the impact of inflation on restaurant profitability. He discusses how brands like Texas Roadhouse and Wingstop are winning by delivering strong guest experiences. From operational excellence to marketing strategies, Michael breaks down what restaurants must focus on to stay competitive in 2025.
Zack and Michael discuss:
The role of... Duration: 00:17:22How Genuine Hospitality and Guest Engagement Drive Restaurant Success with Julie Zucker
Mar 03, 2025Send us a text
Zack welcomes Julie Zucker, CMO and Partner at Branded Strategic Hospitality and producer of the Hospitality Hangout podcast. With years of experience in restaurant marketing and guest experience, Julie shares invaluable insights into building genuine guest connections, leveraging technology, and fostering a hospitality-driven culture.
Zack and Julie discuss:
The power of personalized guest interactionsHow technology enhances hospitality without replacing itThe role of staff engagement in brand growthWhy guest feedback is crucial for restaurant... Duration: 00:18:29Lessons from a Hospitality Marketing Veteran with Mitch Baker
Feb 24, 2025Send us a text
Mitch Baker, VP of Marketing at Robeks, shares his expertise on evolving marketing strategies in the hospitality industry. With a background spanning Hollywood entertainment, Disney, and more, he dives into the role of guest data, technology, and omnichannel marketing in shaping brand success. Mitch also discusses the vital relationship between marketing and operations, the power of consistency, and what truly drives a five-star guest experience.
Zack and Mitch discuss:
How Robeks leverages guest data for targeted marketing.The impact of technology on hospitality marketing.The importance of aligning... Duration: 00:17:47The Future of Hospitality Marketing with Erin Levzow
Feb 17, 2025Send us a text
In this episode of Give an Ovation, we welcome Erin Levzow, a hospitality marketing and technology expert with nearly 20 years of experience at brands like Caesars, MGM, Wingstop, Freebirds, and Del Taco. Erin shares her insights on how to blend technology with human connection to create exceptional guest experiences.
Zack and Erin discuss:
Why brands often forget about the guest and how to refocus on their needs
The power of consistency in building customer loyalty
How technology can enhance emotional connections rather than replace them<...
Duration: 00:18:46People-First Hospitality with Jennifer Dodd
Feb 10, 2025Send us a text
In this episode of Give an Ovation, we welcome Jennifer Dodd, a 30-year restaurant industry veteran and the CEO of Main Squeeze Juice Co. Jennifer has led in QSR, casual dining, and franchising, making her a powerhouse in restaurant operations and leadership.
Zack and Jennifer discuss:
Why hospitality is—and always will be—a people-first businessThe power of customization and how it impacts guest experienceHow technology can enhance service without replacing the human elementThe tragedy of disengagement in the workforce and how to fix itThe importance of employee trust, autonomy, and... Duration: 00:17:14The Secret to Consistent Success with Joseph Sample
Feb 03, 2025Send us a text
In this episode of Give an Ovation, we welcome Joe Sample, President of Crave Management Group, the multi-unit, multi-brand operator behind top-performing Taco Bell locations and Bobby’s Burgers by Bobby Flay. With over 22 years of experience, Joe shares his proven strategies for creating high-performing teams and delivering exceptional guest experiences.
Zack and Joe discuss:
The key question every GM should ask to drive operational excellenceWhy having one standard is critical for consistencyHow autonomy and trust improve both team and guest experiencesHiring tactics to identify top-performing restaurant leadersSimple changes that el... Duration: 00:17:12Building Purpose-Driven Brands for a Sustainable Future with Seth Goldman
Jan 30, 2025Send us a text
In this episode of Give an Ovation, we welcome Seth Goldman, co-founder of Honest Tea and Just Ice Tea, chairman of Beyond Meat, and co-founder of PLNT Burger. Seth’s journey from government and activism to launching purpose-driven brands showcases his commitment to health, sustainability, and creating positive social impact.
Zack and Seth discuss:
Tech, Guest Experience, and Growth with Ming-Tai Huh
Jan 27, 2025Send us a text
In this episode of Give an Ovation, we welcome Ming-Tai Huh, Head of Food and Beverage at Square and a restaurateur with over a decade of experience through Cambridge Street Hospitality Group. Ming brings a unique perspective, blending his deep industry knowledge with cutting-edge restaurant technology to help operators thrive in an ever-evolving market.
Zack and Ming discuss:
The intersection of hospitality and technology—how to use tech without losing the human touchKey lessons from the restaurant world that translate into successful tech leadershipHow to approach restaurant technology with a pr... Duration: 00:15:33From Food Truck To Food Phenom with Andrew Dana
Jan 20, 2025Send us a text
In this episode of Give an Ovation, we welcome Andrew Dana, founder of Call Your Mother Deli and Timber Pizza Company. Andrew’s journey from the corporate world to building thriving restaurant brands is a testament to passion, perseverance, and a deep commitment to creating unforgettable guest experiences.
Zack and Andrew discuss:
The transition from corporate life to launching a food businessHow authenticity and community drive brand successThe key elements of delivering a memorable guest experienceWhy employee happiness is crucial for customer satisfactionThe strategies behind scaling without losing brand identity...
Duration: 00:15:21The South Block Story with Amir Mostafavi
Dec 18, 2024Send us a text
In this episode of Give an Ovation, Zack welcomes Amir Mostafavi, the Founder and CEO of South Block, a mission-driven smoothie and juice bar brand based in the DC area. With over 20 years of experience in the industry, Amir shares his journey of creating a brand that’s not just about great products, but also about fostering connections and building better communities on every block they serve.
Here’s what you’ll learn:
From Passion to Purpose: How Amir turned his love for fruits and smoothies into a... Duration: 00:20:26Innovative Concepts and Flavors with Abney Harper
Dec 10, 2024Send us a text
In this episode of Give an Ovation, we’re joined by Abney Harper, CEO and Founder of Prima Après, a unique fast-casual concept combining fresh pasta and pavlovas with a focus on thoughtful design, quality ingredients, and heartfelt hospitality. Abney shares her journey from fine dining and fashion retail to creating a chef-driven brand that delivers a luxury dining experience in a fast-casual setting.
Zack and Abney discuss:
Transforming Fine Dining Into Fast-Casual ExcellenceHow Abney turned a $50 pasta dish into an accessible yet premium quick-service exp... Duration: 00:20:24
Empowering Teams, Perfecting Chicken with Jason & Etkin
Dec 02, 2024Send us a text
In this episode of Give an Ovation, we’re joined by Jason Sobocinski and Etkin Tekin, the co-founders of Haven Hot Chicken, who are on a mission to redefine the fast-casual dining space. From their roots as winners of the Perfect Pitch competition to expanding to nine locations, Jason and Etkin share the secrets behind their explosive growth and the passion for exceptional food that drives their brand.
Zack, Jason, and Etkin discuss:
Why training and empowering teams are the cornerstone of their successThe importance of pride in food quality an... Duration: 00:21:42Craft, Culture, and Guest Connection with Rick Malir
Nov 25, 2024Send us a text
In this episode of Give an Ovation, Rick Malir, founder of City Barbeque, shares his journey from selling John Deere tractors to building a nationally recognized barbecue brand. With 25 years in the business and 75 locations, Rick dives into what it takes to deliver top-notch barbecue and create unforgettable guest experiences.
Zack and Rick discuss:
How a love for barbecue sparked a fast-casual empireThe key role emotional connection plays in guest loyaltyWhy investing in your team leads to better guest experiencesBalancing technology with genuine hospitalityLessons from scaling a bootstrapped... Duration: 00:19:57From Family Legacy to Franchise with Austin Titus
Nov 04, 2024Send us a text
In this episode of Give an Ovation, we welcome Austin Titus, president of Cannoli Kitchen Pizza and a seasoned expert in the franchise industry. Growing up in a family of franchise entrepreneurs, Austin has developed a unique eye for brands that stand out in a crowded marketplace.
Zack and Austin discuss:
The story behind Cannoli Kitchen and how it differentiates itself in the pizza spaceWhat Austin looks for in franchise brands and the value of a proven categoryHow Cannoli Kitchen combines traditional flavors with a fresh approach to hospitalityStrategies for... Duration: 00:15:53Creating a Culture that Rocks with Jim Knight
Oct 28, 2024Send us a text
In this episode of Give an Ovation, we welcome Jim Knight, a former executive at Hard Rock Cafe who has transformed his experiences into a dynamic career as a speaker and author. Known for his engaging style, Jim blends the charisma of Guy Fieri with the motivational prowess of Tony Robbins.
Zack and Jim discuss:
The importance of building a rockstar team and cultivating a vibrant cultureHow to create a guest experience that truly resonatesThe significance of accountability and setting clear expectations for team membersWhy investing in talent... Duration: 00:21:31Inside the Digital Kitchen Revolution with Markus Pineyro
Oct 21, 2024Send us a text
Markus Pineyro is not just a restaurant owner—he’s a visionary reshaping how we think about dining experiences. As the co-founder of OOMI Digital Kitchen, Markus has created a food hall that operates almost entirely through digital interactions, yet still boasts a remarkable 4.9-star rating. On this episode of Give an Ovation, we dive into how Markus has built a successful, customer-focused operation without the traditional face-to-face hospitality we expect from restaurants.
In this episode, Zack and Markus discuss:
The innovative concept behind OOMI Digital Kitchen and how it's rede... Duration: 00:19:12From Deli Dreams to Salad Empires with Joey Cioffi
Oct 08, 2024Send us a text
Joey Cioffi is the founder and CEO of The Salad House, a fast-growing franchise with a passion for offering customizable, fresh meals for everyone. From his New Jersey roots to building a brand that’s now expanding to 19 locations, Joey has always prioritized hospitality and quality. In this episode, we explore how Joey’s background in the food business has shaped his approach to guest experience.
In this episode, Zack and Joey discuss:
The origin story behind The Salad House and its unique fast-casual concept.How Joey ensures every customer feel... Duration: 00:17:14Empowering Franchisees and Employees with Doug Willmarth
Oct 04, 2024Send us a text
Few people understand the art of blending people and technology in fast-casual dining like today’s guest, Doug Willmarth. As the President of MOOYAH Burgers, Fries & Shakes and a seasoned leader with experience at brands like Mongolian Concepts and Pizza Hut, Doug brings a wealth of knowledge that we were excited to explore in this episode!
In this episode, Zack and Doug discuss:
Why hospitality is still the most important aspect of guest experience, even in a tech-driven worldHow empowering employees to "own" their restaurant can dramatically improve both operations an... Duration: 00:19:55Personalization in Hospitality Revealed with Sherif Mityas
Oct 03, 2024Send us a text
You could argue that there’s no one more passionate about building successful restaurant brands than today's guest, Sherif Mityas. Sherif is the CEO of BRIX Holdings, overseeing iconic brands like Friendly’s, Clean Juice, and Red Mango. We were excited to tap into his wealth of insights on this episode!
In this episode, Zack and Sherif discuss:
What BRIX Holdings looks for when acquiring new restaurant brandsHow to tailor guest experiences based on the occasion (dine-in, takeout, or drive-thru)The importance of consistency and loyalty in creating lasting customer rela... Duration: 00:15:48Simplifying Restaurant Tech with Neal Parisawan
Oct 02, 2024Send us a text
Neal Parisawan is the owner of Nara Thai and a former consultant, bringing a unique perspective to how tech can enhance guest experiences rather than complicate operations. We were thrilled to hear his insights on this episode!
In this episode, Zack and Neal discuss:
Why restaurants struggle with adopting and maintaining technologyHow tech should simplify restaurant operations and free up staff to focus on hospitalityThe critical role of building relationships with guests in today’s dining environmentNeal’s unique approach to staff training, fostering a culture of continuous improvementHow to leve... Duration: 00:17:22Humility, Speed, and Personalization with Blaze Pizza CEO Beto Guajardo
Oct 01, 2024Send us a text
You could argue that there's no one more experienced in leading fast-casual restaurants than today's guest, Beto Guajardo. Beto is the President & CEO of Blaze Pizza and has held leadership roles at Starbucks, Levi Strauss, and Schlotzsky’s. We were excited to tap into his extensive insights on this episode!
In this episode, Zack and Beto discuss:
Why humility is key to delivering exceptional hospitality from the top downHow Blaze Pizza is innovating with guest customization, both in-store and at homeThe critical role of speed and personalization in fast-casual diningThe po... Duration: 00:17:52An Unreasonably Good Episode with Will Guidara
Sep 30, 2024Send us a text
You could argue that there's no one on the planet who has thought about hospitality more than today's guest, Will Guidara. Will is a restaurant icon, former leader of Eleven Madison Park, and NYT Bestselling Author of "Unreasonable Hospitality" (mandatory reading at Ovation). We were lucky to tap into his insights on this episode!
In this episode, Zack and Will discuss:
Mastering Restaurant Grand Openings with Richmond Green
Sep 28, 2024Send us a text
Want to unlock the secrets behind a seamless restaurant grand opening? Richmond Green, VP of Operations at gusto!, joins us to share his invaluable insights from his extensive experience, including his tenure at Chick-fil-A. Discover why he compares grand openings to major sporting events and how adaptability and thorough preparation are your best allies. Richmond recounts the high-stakes opening of a New York location, revealing how bringing in skilled leaders from other locations turned potential chaos into a smooth success. This episode is packed with practical tips on fostering a supportive team and...
Duration: 00:20:11Boosting Guest Experience and Sales: Strategies from Toast’s CMO Kelly Esten
Sep 23, 2024Send us a text
In today’s competitive restaurant landscape, having the right tools can make or break your guest experience. On this episode of Give an Ovation, Zack Oates talks to Kelly Esten, CMO of Toast, about the journey behind one of the industry’s leading POS systems and how it helps restaurateurs succeed by focusing on what truly matters: the guest experience. From automating marketing to building rugged hardware designed for the demanding restaurant environment, Kelly shares the strategies that Toast uses to help restaurants.
Zack and Kelly explore how automating marketing and usin...
Mastering Iconic Restaurant Experiences: Chef Glenn Rolnick on Carmine's and Virgil's Success
Sep 18, 2024Send us a text
Ever wondered what it takes to run iconic restaurants in some of the most bustling locations in the world? Join us as we sit down with Chef Glenn Rolnick, the mastermind behind the culinary operations of Carmine's and Virgil's. With over two decades of experience, Chef Glenn shares the captivating journey of Carmine's—from its humble beginnings on the Upper West Side in 1990 to becoming a culinary staple in Times Square, Atlantic City, and the Bahamas. Discover the magic of Carmine's unique family-style dining, inspired by traditional Italian dinners, and learn how Virgil's es...
Duration: 00:21:05How to Win the Restaurant Game: Insights from Peter Romeo
Sep 11, 2024Send us a text
In the world of hospitality, few voices are as respected and influential as Peter Romeo's. With nearly 40 years of experience covering the restaurant industry, Peter has seen the rise and fall of countless concepts and the evolution of guest expectations. In this episode of "Give an Ovation," host Zack Oates dives deep with Peter to explore the key traits of successful restaurateurs, the importance of truly listening to guests and employees, and the ever-changing landscape of the guest experience.
Thanks, Peter!
Easy, Breezy Guest Experiences with Melissa Cummings of Tropical Smoothie Cafe
Sep 10, 2024Send us a text
In today’s episode of Give an Ovation, we have the pleasure of chatting with Melissa Cummings, VP of Digital Marketing at Tropical Smoothie Cafe. With over 20 years of experience in the restaurant industry, including a significant role at Domino's managing one of the largest loyalty programs, Melissa brings a wealth of knowledge and a passion that goes beyond the job—it's her obsession. She shares how Tropical Smoothie Cafe strives to offer guests a "five-minute vacation" through every visit, and how digital marketing and guest experience go hand in hand to build last...
Duration: 00:25:01How Original ChopShop Keeps Guests Coming Back with Jason Morgan
Sep 06, 2024Send us a text
In this episode of Give an Ovation: The Restaurant Guest Experience Podcast, host Zack Oates sits down with Jason Morgan, CEO of Original ChopShop, a rapidly expanding fast-casual restaurant known for its "better-for-you" menu. Jason shares insights on how his team, with experience from Zoe’s Kitchen, scaled Original Chop Shop from three to nearly 30 units. Key strategies include prioritizing technology by hiring an in-house IT expert early on, fostering a culture of continuous learning and career growth for employees, and maintaining a strong focus on guest experience.
Thanks, Jason!
Sucré's Secret Sauce with James Vitrano
Sep 05, 2024Send us a text
Creating an exceptional guest experience goes beyond just serving great food—it’s about making every interaction meaningful. On this episode of "Give an Ovation," Zack Oates chats with James Vitrano, co-owner of Sucre, who shares his journey from being a lawyer to becoming a leading restaurateur. James opens up about his unique approach to guest service, focusing on kindness, understanding, and connection as the core of his business philosophy. With a background that includes leadership roles at well-known brands like Fat Tuesday, James brings a wealth of experience and a refreshing perspective on h...
Duration: 00:17:01Empowering Women in Restaurants and Business with Dawn Lafreeda of Denny's
Sep 04, 2024Send us a text
In this episode of Give an Ovation, host Zack Oates sits down with Dawn Lafreeda, one of the most inspiring entrepreneurs and restaurant leaders in the industry. From starting as a server at Denny’s at 16 years old to becoming the largest female franchisee in the full-service restaurant industry, Dawn shares her incredible journey and the drive that fueled her success. She also discusses her passion for supporting women entrepreneurs through her documentary, Show Her the Money, which highlights the challenges women face in securing venture capital funding. Dawn opens up about her co...
Duration: 00:22:49The Sixth Love Language (Food) with Christian Lee
Sep 03, 2024Send us a text
Flame Broiler isn’t just a restaurant; it's a thriving brand with deep roots in Korean cuisine and a strong commitment to guest experience. In this episode of Give an Ovation, we sit down with Christian Lee, the second-generation leader of Flame Broiler, to explore how his family's values and focus on fundamentals have shaped the brand's success. From Fullerton, California, to their expansion across multiple states, Christian shares how they’ve maintained consistency, honored their franchisees, and kept guests coming back for more.
Thanks, Christian!
Location, Location, Location, with Brandy Blackwell of Another Broken Egg Cafe
Aug 23, 2024Send us a text
Curious about the secret sauce behind scaling a successful restaurant brand? Get ready to learn from Brandy Blackwell, VP Head of Marketing for Another Broken Egg Cafe, as she shares her journey from key roles at Tijuana Flats, McAlister's Deli, Dunkin', and Jimmy John's. Discover the essential elements of real estate, location, and adaptability that have propelled Another Broken Egg Cafe to over 100 units across 16 states. Brandy breaks down the importance of digital presence and community connection, offering invaluable insights into what makes full-service dining distinctive from QSR and fast-casual experiences.
U...
From Farmer to Restaurateur: Scott Henderson's Salad Station Success Story
Aug 19, 2024Send us a text
In this episode of Give an Ovation, host Zack Oates talks to Scott Henderson, CEO and co-founder of Salad Station. Scott shares how his agricultural roots in South Louisiana inspired him to create a fast, healthy restaurant concept that has grown to over 36 locations.
He discusses the importance of maintaining freshness, cleanliness, and hospitality in the guest experience while also highlighting his entrepreneurial journey from a young produce supplier to a successful restaurateur. Scott’s focus on guest interaction and delivering a “wow” experience has driven the brand’s success, even in challe...
From Lost to Loyal: Winning Back Your Customers with Dan Pfister of Winback Labs
Aug 16, 2024Send us a text
Unlock the secrets to rekindling lost customer relationships with expert insights from Dan Pfister, Founder of WinBack Labs. Discover proven strategies for understanding why customers leave and how to effectively bring them back. Dan highlights the importance of strategic outreach and ensuring customers feel heard and valued. Learn how the peak-end rule can transform dissatisfied customers into loyal advocates through memorable final interactions.
Hear real-world examples from Marriott Hotels and Tylenol, demonstrating the powerful impact of effective problem resolution. Plus, get practical tips for responding to online reviews and uncovering the...
Jill Raff on the Power of Employee Investment
Aug 14, 2024Send us a text
Can a great customer experience truly begin with how you treat your employees? In this fascinating episode of Give an Ovation, we host Jill Raff, the dynamic Founder and CEO of the Jill Raff Group, who makes a compelling case for her EX2CX® approach, for which she is an advisor. Drawing from her extensive background and personal history in the industry, Jill shows us why investing in your employees is the secret sauce to exceptional customer service. She uncovers the pitfalls of "warm body hiring" and task training while advocating for a d...
Duration: 00:15:43Turning Failure into Success: Perry Rogers on Humility, Resilience, and Meaningful Conversations
Aug 08, 2024Send us a text
What does it take to turn failure into a stepping stone for success? Perry Rogers, the legendary sports marketing executive and agent behind iconic athletes like Shaquille O'Neal and his restaurant Big Chicken, shares his incredible career journey on today's episode. Listen as Perry recounts a pivotal moment with a challenging business deal and the invaluable advice his father imparted about embracing failure. Through his personal anecdotes, Perry emphasizes the importance of humility, resilience, and the lessons learned from setbacks. This is an inspiring conversation packed with practical insights for navigating life's inevitable...
Duration: 00:22:13Improving Operations Through Relationships with Chris Treloar of PLNT Burger
Aug 06, 2024Send us a text
In this episode of Give an Ovation, Zack Oates interviews Chris Treloar, CEO of PLNT Burger, to uncover his secrets to creating a standout guest experience in the restaurant industry. From his roots at Friendly's to leading a successful plant-based burger brand, Chris shares his insights on keeping operations simple, building strong relationships, fostering a positive work environment, and responding effectively to guest feedback. Tune in to learn how these strategies can transform your restaurant operations and guest satisfaction.
Duration: 00:24:13The Legendary San Pedro Fish Market Story with Michael Ungaro
Aug 01, 2024Send us a text
Join us for another episode of Give an Ovation, the Restaurant Guest Experience Podcast, as we dive into the fascinating journey of Michael Ungaro, CEO of San Pedro Fish Market. From setting Guinness World Records to becoming one of the most Instagrammed restaurants in the U.S., Michael shares his visionary approach to seafood, hospitality, and overcoming adversity. Learn how this family business evolved into a culinary icon through innovation, customer-centricity, and storytelling. Discover the secrets behind their award-winning web series, Kings of Fish, and get inspired by Michael's relentless pursuit of excellence.
Personalized Experiences: Insights from Jason Ganahl of GQue Championship Barbecue
Jul 29, 2024Send us a text
Ever wondered what goes into creating a dining experience so memorable that guests can't stop talking about it? Join us as we sit down with Jason Ganahl, the genius behind GQue Championship Barbecue, Denver’s first and only championship barbecue restaurant. Jason spills the beans on the art of personalized service, maintaining a consistent restaurant presence, and the transformative power of creating unforgettable moments for guests.
We also uncover the magic behind Ovation's feedback platform that has led Jason to a hundred percent response rate on customer feedback, boosting guest satisfaction and...
The Power of People: Matt Rolfe on Hospitality Leadership
Jul 25, 2024Send us a text
In this episode of Give an Ovation, we learn about effective hospitality leadership with Matt Rolfe, a hospitality leadership coach, speaker, and author of "You Can't Do it Alone." Matt shares his insights on helping multi-unit restaurant operators, focusing on the people element of the business to ensure success and growth. Learn about the importance of clarity, prioritization, and a relentless focus on guest and employee experiences.
Thanks, Matt!
From Busboy to President: George Kalogridis Shares His Disney Journey and Secrets to Exceptional Guest Experience
Jul 23, 2024Send us a text
Disney is known for some of best guest experiences in the world, and today we learn some of the magic formula as we chat with George Kalogridis, who shares his remarkable 50-year journey in Disney.
As a busboy who later became President of Walt Disney World, George gives fantastic insights on how to make guests happy.
Thanks, George!
The Power of Authentic Engagement in Restaurants with Ken McGarrie and Mark Braver
Jul 18, 2024Send us a text
On this episode, authenticity takes the spotlight as we explore what it means to provide genuine care and high-quality service in the hospitality industry with Ken McGarrie and Mark Braver of Fifty/50 Consulting.
Listen to an inspiring story from a West Coast resort that showcases the power of meticulous staff training in creating sincere guest interactions. We also shed light on the challenges small, family-run restaurants face when expanding, stressing the importance of embedding authenticity into training and company culture.
This episode celebrates the true essence of hospitality, highlighting t...
How to Use Direct Mail with Kevin Slaughter of Mailwise Solutions
Jul 15, 2024Send us a text
Today we're learning about an often overlooked restaurant marketing channel, direct mail. Kevin Slaughter, Director of Operations at Mailwise Solutions debunks the myth that direct mail is a relic of the past, proving its remarkable ROI in 2024. Discover why consistency trumps one-time mail blasts and how sending menus three to four times a year can keep your pizzeria at the forefront of customers' minds, fostering repeat business and steady sales growth.
Learn how to blend traditional mailers with digital campaigns to reach diverse demographics—catering to older generations' love for physical co...
Consistency and Culture: Andy Rebhun of CAVA on Elevating Guest Experience
Jul 11, 2024Send us a text
Join us on this episode of Give an Ovation as we welcome back Andy Rebhun, the Chief Experience Officer at CAVA. With a rich background in leadership roles at Ford Motor Company, McDonald's, and El Pollo Loco, Andy shares invaluable insights into the restaurant industry's best practices.
We dive deep into the importance of consistency, culture, and authenticity in creating exceptional guest experiences. Whether you're a small restaurant brand or a large chain, Andy’s advice on building a guest-centric brand, breaking down silos, and developing a cohesive brand voice will hel...
Mastering Hospitality Marketing with Marlo Fogelman
Jul 09, 2024Send us a text
In this episode of Give an Ovation, Zack Oates sits down with Marlo Fogelman, the Founder and CEO of Marlo Marketing. With a unique background that combines marketing expertise and a law degree, Marlo shares her insights on the intricacies of hospitality marketing, the importance of making guests feel welcome, and the small but impactful gestures that elevate the guest experience. From leveraging technology to personalized communication, Marlo discusses strategies that can help restaurants create a memorable and engaging environment for their guests.
Tune in to learn from Marlo’s extensive exp...
The Balancing Act of Cost and Revenue in Hospitality with Tim Murphy
Jul 03, 2024Send us a text
In this episode of Give an Ovation, Tim Murphy, CEO of Boomers Parks and Big Kahuna's, shares his extensive experience in turning around businesses. From his days at Walt Disney World to managing financial turnarounds at various restaurant chains, Tim provides valuable insights into understanding financials, improving guest experiences, and leveraging team dynamics to drive success. Tune in to learn strategies for balancing costs, increasing revenue, and creating memorable guest experiences.
Thanks, Tim!
Unlocking the Power of Relationships with Patrick Ewers
Jul 01, 2024Send us a text
In this episode of Give an Ovation, we sit down with Patrick Ewers, CEO and founder of MindMaven, an executive coaching firm that has transformed leaders from top companies like Reddit, Roblox, and Sequoia Capital. Patrick shares his insights on the importance of investing in relationships, leveraging time efficiently, and the powerful role of engagement managers. Tune in to learn how to enhance your guest experience and build stronger connections with your team and customers.
Thanks, Patrick!
How Staffing and Efficiency Drive Restaurant Performance with Joe Guszkowski
Jun 27, 2024Send us a text
In this episode of Give an Ovation, we turn the mic around to interview Joe Guszkowski, a Senior Editor at Restaurant Business covering technology and casual-dining chains. He also hosts RB Daily, a restaurant news podcast.
Joe shares his unique insights on the current state of the restaurant industry, highlighting the challenges and opportunities faced by operators today. We dive into the importance of staffing, how efficiency can be a game-changer, and practical tactics for enhancing the guest experience. Tune in to hear from someone who not only reports on the...
Healthy Eats, Happy Guests: Darden Coors on Salad Collective's Success
Jun 24, 2024Send us a text
In this episode of Give an Ovation, host Zack Oates sits down with Darden Coors, the CEO of Salad Collective. With over a decade of experience, Darden has been a driving force behind better-for-you fast-casual brands like Mad Greens, Snappy Salads, and Tokyo Joe's. As a fifth-generation Coors and a former lawyer, Darden shares her unique insights on building a successful restaurant brand, the importance of guest experience, and how to balance cautious legal strategies with entrepreneurial spirit.
Thanks, Darden!
Honoring Solomon Choi: Lessons from the 16 Handles Founder
Jun 18, 2024Send us a text
Note: This episode was recorded before the recent passing of Solomon Choi. He was a dear friend to Zack and the Ovation team, and though we are saddened and shocked by his passing, we were grateful to share this conversation with him. Our thoughts and prayers go out to his family.
In this episode of Give an Ovation, Zack Oates sits down with the remarkable Solomon Choi, founder of 16 Handles and CEO of Jabba Brands. Solomon shares his journey of building and scaling 16 Handles, insights on the importance of customer obsession...
Building a Winning Team with Andrew Smith of Savory Fund
Jun 17, 2024Send us a text
In this special episode of Give an Ovation, host Zack Oates chats with Andrew Smith, Managing Director and Co-Founder of the Savory Fund. Andrew shares invaluable insights into building a successful team, the importance of decisive action, and the current state of the restaurant industry. Tune in to learn how Andrew and his team have navigated turbulent times and emerged stronger than ever. From personal anecdotes to professional strategies, this episode is packed with wisdom and practical advice for anyone in the restaurant business.
Thanks, Andrew!