Claim OwnershipGive an Ovation: The Restaurant Guest Experience Podcast with Zack Oates
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An ad free resource for restaurateurs! Over 100 episodes and a new episode every Monday. Listen in to learn from industry leaders how to grow your restaurant, improve your guest experience, turn your customers from strangers to friends, and to leverage data and marketing tools to increase your revenue.
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Send 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...
Send 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: Trai...
Send 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 g...
Send 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 “ti...
Send 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...
Send 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 feedb...
Send 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 O...
Send 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 Bis...
Send 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 &nbs...
Send 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 fundame...
Send 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 ...
Send 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 di...
Send 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. &n...
Send 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 restaur...
Send 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...
Send 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 authenti...
Send 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 th...
Send 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 im...
Send 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 t...
Send 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 culture...
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