Claim OwnershipGive an Ovation: The Restaurant Guest Experience Podcast
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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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It's Bo time! Today's episode is with Sergio Pérez, Senior Director of Omnichannel at Bojangles, who takes us through his journey from an intern to a strategic executive in the world of restaurant marketing. We also talk through the 3 C's: Convenience, Consistency, and Connection, and how you can use them to acquire new guests and keep them coming back for a lifetime.This one's a marketing must-listen. Thanks, Sergio!
Today we sit down with Shake Shack's CIO, Dave Harris. As you can imagine, he had some great insights on tech stacks, the balance between human and tech-centered hospitality, and the potential he sees AI having on the industry. If you're looking for some high level views on tech in your restaurant, as well as some in-the-weeds tactics, you'll love this episode. Thanks, Dave!
Why should all of us care if restaurants are adopting a big-picture strategy? Sure, Mcdonald's should have a strategy team, if not an entire department. But let's get real - say you've got 14 locations. How do you justify having someone as talented and expensive as Jared Cohen?Jared and Zack explored this on the podcast this week and we learned how he's taken his experience as Senior Director of Global Strategy at Mcdonald's and turned it into real-world change as the COO of Protein Bar & Kitchen.What stood out to us was the intelligent ways he uses customer data gathered by Ovation and Incentivio to provide a customized guest experience. Today's Ovation goes to you, Jared!
Today's episode is with Matt Tucker, a titan in the industry who was formerly the President and COO of Olo, and is now the Head of Tock. Matt and Zack discuss: The 'cockroach' strategy—a testament to the relentless hustle required to weather the tempests of industry uncertaintiesBen Horowitz's "The Hard Thing About Hard Things"Matt's insights on building teams based on trustMoreThanks, Matt!
Today's episode is with the CEO of Big Chicken and Beer Park, Josh Halpern, from whom we learn all about the good and the hard that comes from a star-backed brand. Sure, Shaq can bring them in. But how do you get them to stay? Stay tuned to find out, and learn some valuable lessons about loyalty for your restaurant. Thanks, Josh!
Imagine treating every diner like Grandma – with warmth, affection, and a genuine concern for their experience. That's the philosophy Andy Husbands, the acclaimed chef behind Smoke Shop BBQ and the author of "Pitmaster," brings to our table in an eye-opening discussion about the transformative power of hospitality in the restaurant world. Andy peels back the layers of what truly makes a restaurant successful. It's not just the sizzle of the barbecue or the mouthwatering flavors, but the total experience from a heartfelt welcome to the final wave goodbye. We tackle the essentials of guest care, from refining a takeaway order to leaving a lasting impression that turns first-time visitors into lifelong patrons.
Our episode today is a heartfelt conversation with the powerhouse behind Giving Kitchen, where we uncover the incredible journey that led Jen from personal tragedy to the founding of an organization that's the embodiment of hope for food service workers facing crisis. Through Giving Kitchen, Jen and her team have turned the tables on misfortune, offering over $11 million in aid to more than 17,000 individuals who keep our favorite eateries running.This episode is a celebration of the strength that comes when we support those who serve us, and a reminder of the profound impact that stems from a single act of kindness.
Ever wonder how Chick-fil-A became a byword for customer service excellence? Brian Klinger from Comcast joins us to unravel the secrets behind blending technology with the human touch to create unforgettable restaurant experiences.We discuss common industry challenges, like upsizing checks and staff shortages, and how companies like Chick-fil-A stand out by putting care at the forefront of their brand philosophy. Thanks Brian!
Is leadership an art or a science? Sam Fauser, the guru of team training and development who's left a mark on Domino’s and NASCAR, joins us to explore this intriguing terrain. Together, we pull back the curtain on the evolution of leadership, challenging long-standing myths about 'lazy' generations and discussing the importance of recognizing diverse perspectives and drives among young employees.
In this episode, Max Sheets, Founder & CEO of Chick N Max, peels back the curtain on melding cutting-edge data analytics and AI with the indispensable art of site visits to pinpoint the perfect spot for a thriving restaurant. Whether it's the buzz in the kitchen or the welcome at the door, Max reveals how a deep understanding of the local market's heartbeat is what truly sets a restaurant apart.Zack and Max also discuss the importance of your people, the differences between hospitality now and 50 years ago, and much more. Thanks, Max!
This episode has a lot of... hart. Discover the art of building a brand that shines on its own, even when it's linked to the dazzle of a celebrity like Kevin Hart. Join us as Andy Hooper, CEO of Hart House, opens up about the delicate dance of leveraging star attraction while ensuring that the brand's essence captivates and retains customers. When Kevin's name draws them in, it's the quality and consistency of Hart House that keeps them coming back.Drawing inspiration from Will Guidara's "Unreasonable Hospitality," Zack and Andy combination of operational expertise and the personal touch that defines exceptional customer service.
Jennifer Ryan is the restaurateur behind BlueRoot, a seemingly rare example of healthy, tasting eating in Alabama. She's also the Co-Founder and CEO of Croux, an online marketplace that connects vetted talent with flexible work opportunities. On this episode, Jennifer walks us through creating a culture of "yes" at BlueRoot, where the answer to a customer's request is always one smile away. She even lets us in on her secret sauce for fostering a dedicated, well-compensated team, proving that a smaller staff can make a mighty impact.
Prepare to be enlightened by Carin Stutz, a hospitality giant whose restaurant industry experience serves as the backbone of today's conversation. Her tenure at the helm of industry giants like Wendy's and Applebee's has made her a veritable oracle of career wisdom. For anyone dreaming of a hospitality career that leaves a lasting impact, Carin’s insights into operational finesse are a feast of knowledge you won't want to miss.On this episode, you'll learn from Carin about:Self advocacyOperational strategyInternational and franchise experienceGuest acquisition to retentionMore!Thanks, Carin!
Tune in to this week's episode with Michael McHenry, the mastermind behind The McHenry Group, as he joins us to unravel the intricacies of curating dining experiences that linger after the last bite. Michael shares his creative journey, revealing the fusion of tradition and innovation that goes into each menu item's conception, ensuring that it not only delights the palate but also touches the soul.On this episode, you'll learn from Michael about:Aspects of ambianceMaking each location a destinationCustomer advocacyTech and personal experienceMore!Thanks, Michael!
Uncover the secrets behind the scenes of the restaurant world with David Doty, the financier turned hospitality expert. Our conversation peels back the curtain on the meticulous craft of curating a five-star guest experience, revealing the heart and soul that transform a meal into an enduring memory. David imparts his unique perspective on steering iconic establishments to new heights. On this episode you'll learn from David about:Turning customer interactions into loyaltyPersonalized serviceEmpowering staffMore!Thanks, David!
Unlock the secrets behind the fast-food revolution with Eric Knott, COO of PDQ, as we discuss the art of enhancing the guest experience in the bustling restaurant industry. Learn how PDQ's dedication to quality goes beyond mouthwatering meals, delving into the heart of their team dynamics and community engagement. As we examine the ripple effects of business practices on both community and industry, you'll grasp how PDQ is setting a new standard for fostering lasting relationships and exceptional service.In this episode, you'll learn from Eric about:Daring operational choicesPivotal role of feedbackImpact of guest engagementMore!Thanks, Eric!
Discover the secret sauce behind creating an unforgettable guest experience with Laura Ray Dickey, the CEO of Dickey's BBQ Pit. Dickey's BBQ is a legacy brand that began in 1941. In this episode, Laura pulls back the curtain on what it takes to serve up mouthwatering barbecue and lays bare the critical decisions that shape a beloved brand.On this episode, you'll learn from Laura about: Innovative metrics of successTurning feedback into stepping stonesThe importance of trustMore!Thanks, Laura!
Unlock the secrets of social media stardom with Cereal Killerz Kitchen Owner, Chris Burns. Chris dishes out the recipe for creating content that not only tickles the taste buds but also captures the hearts of over a million followers. Step into the vibrant hustle of Las Vegas Strip marketing, where Chris Burns navigates the transient tides of customers with a shrewd social media strategy.On this episode you'll learn from Chris about:Authenticity and relatabilityAdvertising in budgetCorrecting content misconceptionsSocial media tacticsMore!Thanks, Chris!
Step into the dynamic world of hospitality as Jordan Cusner shares how he transitioned from musician to lawyer, and now guest insights as he executes enhanced dining experiences with data-driven creativity. Jordan reveals his philosophy on cultivating ideas and reflects on the industry's most mouth-watering advancements, this is an episode you don't want to miss!On this episode you'll learn from Jordan about: Guest centricitySharing objectives across organizationsInnovating connecting with guestsMore!Thanks, Jordan!
Get ready because this week's episode dives into the booming industry of fast casual fried-chicken as we chat with Dave's Hot Chicken's powerhouse duo: Co-Founder/CBO Arman Oganesyan and CEO Bill Phelps. Arman's marketing ingenuity and Bill's strategic eye have catapulted Dave's Hot Chicken from a local curiosity to a national sensation. On this episode, you'll learn from Arman and Bill about:Vision that guides brandingOperational wisdom and simplicityStaying true to core identityQuality and authenticityMore!Thanks, Bill and Arman!
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