Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates
Ovation 444 episodes Nov 9, 2026
Give an Ovation is a podcast about the restaurant guest experience, hosted by Zack Oates, founder of Ovation. Each episode features conversations with hospitality leaders, innovators, and operators who share real-world tactics and stories for creating five-star guest experiences. Topics span fast casual to fine dining, catering to curbside, and both in-store and off-premise service. Listeners learn how to drive loyalty, empower staff, and deliver hospitality that resonates. The show is aimed at restaurant owners, operators, marketers, and tech partners seeking practical insights.
Episodes
How to Build a Restaurant That's Ready to Grow with Bruce Doucette of Vui's Kitchen
Send us Fan MailBruce Doucette joins Zack Oates to discuss what nearly 35 years in hospitality have taught him about hiring, restaurant leadership, and building brands that are ready to grow. Drawing on his experience with Outback Steakhouse, Taco Mac, Vui's Kitchen, and Little Hats Market, Bruce shares why the right people matter more than the size of the restaurant and why successful growth
Why Great Hospitality Starts Behind the Scenes with Brandon Landry of Walk-On's Sports Bistreaux
Send us Fan MailBrandon Landry, founder of Walk-On's Sports Bistreaux and Smalls Sliders, joins Zack Oates to discuss how lessons from his days as an LSU basketball walk-on helped shape his approach to restaurant leadership. From launching Walk-On's after receiving a C on his college business plan to developing a rapidly expanding slider concept and a fine-dining restaurant, Brandon shar
Growing Little Greek Without Repeating the Past with Nick Vojnovic
Send us Fan MailNick Vojnovic, president and majority partner of Little Greek Fresh Grill, joins Zack Oates to talk about what decades of restaurant growth have taught him about franchising, guest experience, and building for the long haul. After helping grow Beef 'O' Brady's from roughly 30 to 260 locations, Nick is taking a different approach with Little Greek, prioritizing owner-
From 20 Dinners a Day to a Texas Institution with Skeeter Miller of County Line
Send us Fan MailSkeeter Miller, founder and president of County Line Barbecue, joins Zack Oates to share how a Texas barbecue restaurant has continued evolving after more than five decades in business. From going from just 10 to 20 dinners a day to hundreds after a Texas Monthly write-up, to building a multimillion-dollar private events business, Skeeter shares the stories and ideas that have kept
Why Blaze Pizza Believes Personalization Is the Future of Hospitality with John Owen
Send us Fan MailJohn Owen, CEO of Blaze Pizza, joins Zack Oates to discuss how restaurants can create memorable guest experiences through personalization, consistency, and strong execution. With more than three decades of leadership experience across brands like McDonald's, Subway, and Scooter's Coffee, John shares why understanding the difference between customization and personalizatio
Jim Mazany of P.F. Chang's on Building Memories, Not Just Meals
Send us Fan MailJim Mazany, CEO of P.F. Chang's, joins Zack Oates to discuss how one of America's most iconic restaurant brands continues to evolve while staying true to its hospitality roots. From creating memorable dining experiences to balancing value with premium quality, Jim shares why every guest interaction is an opportunity to build lasting loyalty.Zack and Jim discuss:Creating m
How Toastique Turned Healthy Eating Into a Daily Habit with Brianna Keefe
Send us Fan MailBrianna Keefe, founder of Toastique, joins Zack Oates to discuss how she built a health-focused restaurant concept from one Washington, D.C. location into a rapidly growing franchise brand. Brianna shares why Toastique prioritizes owner-operators, how the brand creates value without compromising ingredient quality, and why the personal touch remains essential as the company scales.
Why Great Harvest Still Bakes Bread the Hard Way with John Dikos
Send us Fan MailJohn Dikos, CEO of Great Harvest Bread Company, joins Zack Oates to discuss what it takes to modernize a beloved restaurant brand without losing the traditions that made it successful. From preserving Great Harvest's commitment to fresh-milled wheat and scratch baking to using guest data more effectively, John shares how authenticity and hospitality continue to differentiate t
How This Restaurant CEO Tracks 150 Stores Without Setting Foot in Them
Send us Fan MailChris Ives, CEO and President of Bubbakoo's Burritos, joins Zack Oates to discuss why genuine hospitality remains one of the most powerful competitive advantages in restaurants. Drawing on experience across finance, operations, and executive leadership, Chris explains how strong culture, engaged teams, and thoughtful guest interactions ultimately drive profitability for franch
The Secret Behind Viral Restaurant Content with Sullivan Finlay
Send us Fan MailSullivan Finlay joins Zack Oates to explore why authenticity, consistency, and relatable storytelling matter more than ever in today's social media landscape. After leaving a career in accounting and enterprise software, Sullivan built a full-time career creating comedy that resonates with millions by capturing the realities of corporate life. Along the way, he's learned
Sharon Arthofer of SIP Fresh Juice on Turning Samples Into Loyal Guests
Send us Fan MailSharon Arthofer, Founder and CEO of SIP Fresh Juice, joins Zack Oates to discuss building a beverage brand around fresh fruit, hospitality, and guest engagement. Sharon shares the story behind SIP Fresh Juice, how the concept was inspired by craft mixology, and why sampling and human interaction remain central to the guest experience.Zack and Sharon discuss:How SIP Fresh Juice was
Features vs Products: What Restaurant Leaders Keep Getting Wrong with Atul Sood of Curry Up Now
Send us Fan MailAtul Sood, Chief Business Officer at Curry Up Now, joins Zack Oates to discuss the evolving relationship between restaurant operators and technology providers. Drawing from leadership roles at McDonald's, Kitchen United, and across the food tech ecosystem, Atul shares why relationships still matter, how operators should evaluate technology partners, and why the future belongs
The Brand That Made Messy Tacos Go Viral with Lance Salsman
Send us Fan MailLance Salsman, SVP of Operations at Mike’s Red Tacos, joins Zack Oates to talk about scaling an experiential restaurant brand while staying obsessed with guest feedback. From his early days working at Pizza Hut as a teenager to leading operations at some of the biggest taco and pizza brands in the country, Lance shares what it takes to build systems that support both team members a
The Slow Build That Turned Dog Haus Into a National Brand with Michael Montagano
Send us Fan MailMichael Montagano, CEO of Dog Haus, joins Zack Oates to talk about thoughtful restaurant growth, franchise alignment, and why strong hospitality starts with building the right foundation. Drawing from his family’s restaurant background and years in finance and operations leadership, Michael shares how Dog Haus is scaling while staying true to its culture and guest experience.Zack a
Why Guest Reviews and Profitability Go Hand in Hand with Adam Sanders at Killer Burger
Send us Fan MailAdam Sanders, CFO of Killer Burger, joins Zack Oates to talk about the connection between guest experience and profitability. Coming from a finance and technology background, Adam shares how data, operational discipline, and hospitality all work together to drive long-term restaurant success. He also explains why the little things, from greeting guests to checking order accuracy, m
The Secret Behind a 4.9 Rating with Derrick Hayes of Big Dave’s Cheesesteaks
Send us Fan MailDerrick Hayes, founder and CEO of Big Dave’s Cheesesteaks, joins Zack Oates to share the story behind one of the fastest growing brands in the country. What started as a way to honor his father has turned into a culture-driven company built on community, consistency, and care. Derrick breaks down how customer service became his biggest growth driver, why culture matters more than p
Why the Floor Matters More Than the Ceiling with Anthony Valletta of bartaco
Send us Fan MailAnthony Valletta, CEO and President of bartaco, joins Zack Oates to break down what guest experience really looks like today. From managing expectations shaped online to delivering consistent in-store experiences, Anthony shares why the “floor” matters more than the “ceiling” and how brands can close that gap. He also dives into leadership, saying no, and why training for recovery
Building an 80-Year Brand That Still Feels Personal with Jennifer Schuler of Handel’s Homemade Ice Cream
Send us Fan MailJennifer Schuler, CEO of Handel’s Homemade Ice Cream and former CEO of Wetzel’s Pretzels, joins Zack Oates to talk about what really drives guest experience today. She shares why people are craving in-person connection more than ever, how small “micro moments” shape loyalty, and where restaurants go wrong with technology. From building an 80-year brand to scaling with intention, Je
Turning a Simple Bagel Into a Premium Experience with Tom Selementi of Spread Bagelry
Send us Fan MailTom Selementi of Spread Bagelry joins Zack Oates to break down what actually drives guest loyalty in a crowded category. From premium positioning to operational discipline, Tom explains why winning in breakfast and lunch comes down to speed, consistency, and experience.Zack and Tom discuss: Why you don’t need to reinvent the product to win How speed directly impacts guest satisfact
Why Bold Brands Win Big with Pinky Cole of Slutty Vegan
Send us Fan MailPinky Cole, founder of Slutty Vegan, joins Zack Oates to share how bold branding, authenticity, and resilience built one of the most talked about restaurant concepts in the country. From creating a name that sparks conversation to navigating failure, debt, and rebuilding, Pinky breaks down what it really takes to grow a brand people connect with. Zack and Pinky discuss: Building a
The Real ROI Is Your General Manager with Melissa Doolin-Koehne of Elevate Four
Send us Fan MailZack Oates sits down with Melissa Doolin-Koehne of Elevate Four to talk about what actually moves the needle in today’s restaurant environment. With decades of experience across operations, data, and leadership, Melissa brings a grounded perspective on what still works.Zack and Melissa discuss: Why clarity around your value proposition matters more than ever The role of culture in
How to Compete in a Crowded Pizza Market with David Cole of i Fratelli Pizza
Send us Fan MailZack Oates sits down with David Cole of i Fratelli Pizza to talk about building a restaurant brand that lasts. With nearly four decades in the business, David shares what it takes to grow from a small family operation to a multi-location brand while staying consistent.Zack and David discuss: Why relationships are the foundation of any successful business How complaint recovery buil
What Every Great Restaurant Brand Gets Right with Scott Shotter of Teriyaki Madness
Send us Fan MailZack Oates sits down with Scott Shotter of Teriyaki Madness to break down what actually makes restaurant brands stand out. With experience leading iconic brands like Moe’s, Fuzzy’s Taco Shop, and Condado Tacos, Scott shares a practical perspective on building culture, simplifying operations, and creating experiences guests remember.Zack and Scott discuss: How to identify and protec
AI Isn’t Coming, It’s Already Here with Sterling Douglass of Chowly
Send us Fan MailZack Oates sits down with Sterling Douglass of Chowly to talk about why AI adoption in restaurants is accelerating faster than any previous tech wave. After years of slow adoption across online ordering, POS, and delivery, operators are now leaning in and moving quickly.Zack and Sterling discuss: Why restaurants are embracing AI faster than past technology shifts How COVID changed
The CPG vs Restaurant Debate Settled by Jeff Galletly of Brooklyn Dumpling Shop
Send us Fan MailZack Oates sits down with Jeff Galletly of Brooklyn Dumpling Shop to unpack what it really takes to scale a brand across both restaurants and retail. Jeff shares how the company has grown rapidly while improving guest experience, and why everything starts with getting the food right before anything else.Zack and Jeff discuss: Building Brooklyn Dumpling Shop across restaurants and C
From Starbucks Data to Restaurant Impact, Will Stewart of RightWork
Send us Fan MailWill Stewart, Founder and CEO of RightWork, joins Zack Oates to explore how labor decisions directly shape the guest experience. With a background as a data scientist at Starbucks, Will brings a unique perspective on how restaurants can use data to make smarter operational decisions.Zack and Will discuss: Why labor should be seen as an investment, not just a cost How understaffing
Why Being Right Doesn’t Matter in Hospitality with Kevin Boehm of Boka Restaurant Group
Send us Fan MailZack Oates sits down with Kevin Boehm of Boka Restaurant Group to explore the mindset behind building one of the most respected hospitality groups in the country. From early career risks to scaling multiple award-winning concepts, Kevin shares how creativity, consistency, and resilience shape long-term success.Zack and Kevin discuss: Building Boka Restaurant Group into a nationally
The Secret Behind Stonefire’s 5,500-Person Catering Machine with David Youngberg and Matt Calabrese of Stonefire Grill
Send us Fan MailDavid Youngberg, CEO of Stonefire Grill, and Matt Calabrese, CTO, join Zack Oates for a deep dive into what it actually takes to scale a restaurant brand without losing what makes it special. From feeding 5,500 guests in under an hour to building a business where catering drives over 20% of revenue, they share real operational insights from inside the brand.Zack, David, and Matt di
Building a Breakfast Brand That Wins the Morning with Jessica Serrano of Bagel Brands
Send us Fan MailJessica Serrano, CMO of Bagel Brands, joins Zack Oates to share how marketers can better understand what makes a brand truly stand out. With experience across Burger King, Taco Bell, and Dig In, Jessica brings a sharp perspective on how guest insights shape strategy.Zack and Jessica discuss: Finding what makes your brand uniquely valuable Why scrappy guest research often beats big
Teaching Through Food Content with Steven Droulis of Resto Vivaldi
Send us Fan MailZack Oates sits down with Steven Droulis, owner of Resto Vivaldi in Montreal, to explore how a family restaurant built an enormous online following while staying authentic to its roots. With hundreds of videos and hundreds of millions of views across YouTube, Instagram, and TikTok, Steven shares how consistency, authenticity, and educational content helped his restaurant break thro
Why Celebration Matters in Restaurant Leadership with Chris Gannon of Bolay
Send us Fan MailZack Oates sits down with Chris Gannon, founder and CEO of Bolay, to discuss what it takes to build a restaurant brand that lasts. After more than a decade in business and over 20 locations, Chris shares lessons from navigating growth, challenges, and maintaining a strong culture.They explore how guest experience is shaped through small moments, why hiring the right people is criti
Turning Seafood Steam Pots Into a National Brand with Danielle Mahon of Topsail Steamer
Send us Fan MailZack Oates sits down with Danielle Mahon, founder and CEO of Topsail Steamer, to discuss how a simple seafood steam pot concept turned into a fast growing franchise brand. Danielle shares the origin story behind the idea, how she transitioned from corporate America into entrepreneurship, and what she learned while building a new restaurant category.They explore the decision to grow
The Persistence Behind a 12 Year Restaurant Journey with Kyle and Maggie Gordon of Dillas Quesadillas
Send us Fan MailZack Oates sits down with Kyle and Maggie Gordon, founders of Dillas Quesadillas, to discuss how they built a fast growing restaurant brand rooted in operational excellence and consistency. From bootstrapping their first location in Dallas to expanding to multiple locations across Texas, the Gordons share lessons from more than a decade in the business.They explain how focusing on
Turning Food Allergy Chaos Into Clarity with Dylan McDonnell of Foodini
Send us Fan MailZack Oates sits down with Dylan McDonnell, founder and CEO of Foodini, to discuss how restaurants can better serve guests with food allergies and dietary needs. Inspired by his own experience living with celiac disease, Dylan built Foodini to bridge the communication gap between restaurants and guests who need accurate allergen information.They explore how technology can simplify a
Building Breakout CPG Brands with John F. Maggio of JM Enterprises
Send us Fan MailZack Oates sits down with John F. Maggio of JM Enterprises to explore what it really takes to build enduring consumer brands. From co-founding Boulder Canyon Chips to working with brands like Justin’s, Duke’s Smoked Meats, Bigs Seeds, Jackson’s, Good Day Chocolate, and Cocktail Squad, John shares lessons from decades in CPG.They discuss how restaurant brands should evaluate enterin
Moving the Needle with People with Brandon Batt of The Tabletop Group
Send us Fan MailBrandon Batt, Founder and CEO of The Tabletop Group, joins Zack Oates to break down why guest experience always starts with people. After spending more than a decade leading people strategy at Savory Fund, Brandon shares what he has learned about hiring leaders, investing time in the right team members, and building consistency that guests trust.Zack and Brandon discuss: Why guest
Fear Is a Clue, Not a Crutch with Dan Simpson of Taziki's Mediterranean Cafe
Send us Fan MailZack Oates sits down with Dan Simpson, CEO of Taziki’s Mediterranean Cafe, for a wide ranging conversation on leadership, fear, and building a truly people centered restaurant brand. Dan shares his unconventional path from founding a tech company to leading a growing hospitality brand and explains why technology should exist to remove friction, not replace human connection.They dis
How Leaders Make Better Decisions Through Alignment with Fred LeFranc and Kristina Wiltsee
Send us Fan MailFred LeFranc and Kristina Wiltsee join Zack Oates to discuss leadership, decision making, and alignment in today’s restaurant and hospitality environment. As co hosts of The Executive and the Mystic podcast, they share how leaders can balance execution with intuition while building clarity, confidence, and stronger teams. Zack, Fred and Kristina discuss: Why intuition is already
Why Easy, Effective, and Enjoyable Wins the Guest Experience with Chris Stevenson of The Empower Group
Send us Fan MailChris Stevenson, Founder of The Empower Group, joins Zack Oates to explore what it really takes to create guest experiences people remember. Drawing from his background in fitness, hospitality, and live entertainment, Chris shares why empowering teams, simplifying processes, and focusing on service recovery can dramatically improve loyalty and engagement.Zack and Chris discuss: Why
Making AI Practical in Restaurants with Carl Orsbourn of Invisible
Send us Fan MailCarl Orsbourn of Invisible joins Zack Oates to unpack what AI really means for restaurant operators and guest experience. Rather than chasing hype, Carl explains how AI can be used practically to support teams, reduce friction, and create better outcomes for both guests and employees.Zack and Carl discuss: Why AI should support people instead of replacing them How operators can use
How Investors Really Evaluate Restaurant Brands with Brian Fauver of Hargett Hunter Capital Management
Send us Fan MailBrian Fauver, Partner at Hargett Hunter Capital Management, joins Zack Oates to share how investors evaluate restaurant brands through the lens of guest experience. With nearly two decades of experience investing in hospitality, Brian explains why authenticity, hospitality, and emotional connection matter just as much as unit economics when building brands that last.Zack and Brian
Building a Global Beverage Brand with Geoff Henry of Gong cha
Send us Fan MailZack Oates sits down with Geoff Henry, President of the Americas at Gong cha, to talk about what it takes to build and scale a global beverage brand. With leadership experience at Coca Cola, Jamba Juice, and now Gong cha, Geoff shares how personalization, quality, and data shape the modern guest experience in beverage concepts. The conversation explores why bubble tea has become a
Why Real Food Wins with Andrew Pudalov of Rush Bowls
Send us Fan MailAndrew Pudalov, founder and CEO of Rush Bowls, joins Zack to talk about how he left a high pressure finance career to build a brand centered on real ingredients and genuine guest connection. After years in global trading, Andrew wanted a more meaningful path and a healthier lifestyle for his family, which led to the creation of Rush Bowls more than 20 years ago. Zack and Andrew dis
The Future of Fast Casual with Frank Paci of Newk’s Eatery
Send us Fan MailIn this episode of Give an Ovation, Zack talks with Frank Paci, CEO of Newk's Eatery, about what truly drives guest experience in a world of dine in, to go, delivery, and catering. Frank shares lessons from leading brands like Burger King, Pizza Hut, McAlister's, Corner Bakery, and Einstein Bros., and how those insights shape Newk's today.Zack and Frank discuss: How
Using Feedback to Stay Competitive with Gregory Zamfotis of Gregorys Coffee
Send us Fan MailGregorys 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 f
Building Tech that Serves People with Brianne Harvey of Break Bread Consulting
Send us Fan MailZack 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 f
Connection Over Perfection with Kayla Dillon
Send us Fan MailZack 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 personaliza
Empower Your Team, Elevate Your Guests with Geoffrey Toffetti of Frontline Performance Group
Send us Fan MailZack 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 tha
Founder Spirit to Scalable Systems with Peter Gaudreau of Tacodeli
Send us Fan MailZack 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 leadersh
From Brand DNA to Guest Love with Melissa Richards-Person of Third Arm Consulting
Send us Fan MailZack 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, gar
Bringing Brazilian Flavor to NYC with Pedro Uchôa of TAP
Send us Fan MailZack 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
Detect, Then Train: Rachael Nemeth of Opus Training on AI Interventions that Stick
Send us Fan MailZack 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 earl
From Fast Food to Full-Service Success with Jay Bandy at Goliath Consulting Group
Send us Fan MailRestaurant 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 c
The Eye In The Sky That Isn't Creepy with Savi's Brock Weeks
Send us Fan MailZack 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
Arjun Sen of ZenMango on Earning the Second Visit, One Guest at a Time
Send us Fan MailZack 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 “unq
James Bonanno of Upstream Hospitality on The Power of Fast Feedback
Send us Fan MailZack 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:
Eric Knott of Tiki Taco on Turning Feedback into Action
Send us Fan MailEric 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 mar
Building a Fierce Yet Friendly Brand with Amanda Kahalehoe of Vicious Biscuit
Send us Fan MailFrom 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
How Haven Hot Chicken Builds Loyalty with Jason Sobocinski
Send us Fan MailJason 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
Paul Damico of Global Franchise Group on What Really Drives Traffic
Send us Fan MailPaul 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 Pa
John Laun of Earthbar on Using AI and Feedback to Elevate Guests
Send us Fan MailJohn 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 sup
Why Guest Experience Starts with GMs, with Justin Falciola of Deliverect
Send us Fan MailJustin 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
From Football Field to Franchise Growth: Mark Moseley at Five Guys
Send us Fan MailFrom 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 franch
How Drew Kimball of SpotOn Builds Loyalty Through Service and Tech
Send us Fan MailDrew 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 disc
Live from the National Restaurant Association Show
Send us Fan MailZach 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
From Gas Stations to 3,400 Units: Alice Crowder at Krispy Krunchy Chicken
Send us Fan MailAlice 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 w
Michael Lukianoff of SignalFlare on Using AI to Drive Smarter Restaurant Strategy
Send us Fan MailMichael 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 mak
Russ Hawkins of Agilence on Using Data to Improve Guest Experience
Send us Fan MailRuss 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 per
Serving Hospitality for 75 Years: Ralph Lewis of Okeechobee Steakhouse
Send us Fan MailRalph 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
From 16 to 75 Locations: Eric Robison’s Growth Journey at Rock N' Roll Sushi
Send us Fan MailEric 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, v
Barry McGowan of Fogo de Chão on Climbing the Ranks in Hospitality
Send us Fan Mail 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
Inside 3Natives: Anthony Bambino’s Guide to Sustainable Growth
Send us Fan MailAnthony 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 servi
How Savory Fund Powers Guest Experience at Scale with Josh Boshard
Send us Fan MailJosh 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
Creating Guest Loyalty from the Inside Out with Amy Hom of Barcelona Wine Bar
Send us Fan MailAmy 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 ene
Designing Dining Experiences with Sebastien Silvestri of The Dinex Group
Send us Fan MailSebastien 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 obses
Winning with Hospitality-Driven Catering with Pete Mora of Fajita Pete’s
Send us Fan MailPete 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 handwritte
Behind the Pizza: Building Community and Culture with Avery Ward
Send us Fan MailAvery 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 creat
Building a Brand on Love, Legacy, and Leadership with Jane Abell of Donatos Pizza
Send us Fan MailJane 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 automat
Inside The Great Greek’s Rapid Growth with Bob Andersen
Send us Fan MailBob 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 diner
Preserving Culture Through Rapid Growth with Rob Ertmann
Send us Fan MailRob 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 mistak
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