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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Send us a Text Message.Susie Sarich created SusieCakes for two reasons: 1) to make it easier for women to work in hospitality, and 2) to bring back classic desserts recipes to the culinary wild west she was witnessing in San Francisco. With her Grandmas' timeless recipes and a focus on each guest, SusieCakes has grown to 26 locations and is poised to continue rising. Thanks, Susie! Sponsored by Ovation - Actionable Guest Feedback. Visit ovationup.com.
Send us a Text Message.Join Nick Newbill, Marketing Director of 7 Brew Coffee, as he shares his journey from shift lead to marketing leader. At 7 Brew Coffee, great guest experiences are as important as the perfect brew. He highlights the brand's core values: kindness, authenticity, and community engagement, which have built a loyal customer base.Nick also discusses the company's ethos, innovative loyalty programs, and franchisee onboarding process. Thanks, Nick!
Send us a Text Message.At the beginning, Scott Lawton didn't know what food he was going to sell at his restaurant concept - but he knew how he wanted it to feel. The rest figured itself out.On this episode, we explore the art of creating an exceptional guest experience with Scott Lawton, CEO of bartaco and Uncle Julio's Restaurant Group. Scott shares how bartaco cultivates a unique atmosphere, blending concepts from lifestyle retail with dining to offer guests a memorable escape. He discusse...
Send us a Text Message.Joining us today is Jim Bitticks, President and COO of Dave's Hot Chicken! Have you ever wondered how Dave's became the phenomenon that it is? On this episode, we explore the brand's formula for success, starting with their rise from a humble pop-up to a thriving franchise. Jim shares how a single review ignited their growth, highlighting the importance of a standout product. He discusses strategic celebrity endorsements, like Drake's, which boosted the brand's vis...
Send us a Text Message.Today we talk with Ricky Richardson, a seasoned pro from TGI Fridays who is now leading Eggs Up Grill. Ricky shares practical insights on authentic leadership and managing high-energy environments while fostering emotional connections with teams and guests. He emphasizes the importance of passion and effective communication in the guest experience.We also discuss integrating systems like Toast and kitchen displays to meet evolving customer expectations, alongside trends...
Send us a Text Message.Join us as we chat with Brian Loescher, President of Golden Chick Franchising, about the secrets behind a stellar restaurant experience. Drawing from his background at Rally's Hamburgers and Arby's, Brian shares practical insights for standing out in customer service and technology. Learn about the importance of order accuracy, responsive service, and affordable tech solutions. Tune in for real-world advice on fostering a culture of genuine apologies and staff reco...
Send us a Text Message.Today's guest is Craig Dunaway, COO of Penn Station East Coast Subs, who shares insights from his 25 years in the restaurant industry. Learn how to spot lasting trends, adopt new technologies wisely, and use a 'fast follow' approach to stay ahead without breaking the bank.We'll dive into how third-party delivery services are changing the way customers interact with restaurants and why building personal connections is crucial. Discover how brands like Chipotle keep custo...
Send us a Text Message.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!
Send us a Text Message.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!
Send us a Text Message.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 C...
Send us a Text Message.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!
Send us a Text Message.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!
Send us a Text Message.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...
Send us a Text Message.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 cele...
Send us a Text Message.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!
Send us a Text Message.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.
Send us a Text Message.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...
Send us a Text Message.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 inspirat...
Send us a Text Message.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, we...
Send us a Text Message.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 ab...
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