Nick 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-operators, lower investments, and franchisee success over growth for growth's sake.

Zack and Nick discuss:

• Lessons from growing a restaurant brand too quickly
•  Why Little Greek prioritizes owner-operators and lower debt
•  How delivery has changed restaurant footprints
•  Protecting food quality and accuracy off-premise
•  Adapting menus to changing consumer habits
•  The growing opportunity in catering

Thanks, Nick!

Links:

https://www.instagram.com/littlegreekfreshgrill/?hl=en

https://www.linkedin.com/in/nick-vojnovic/

https://www.linkedin.com/company/little-greek-fresh-grill/

https://littlegreekfreshgrill.com

Skeeter 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 County Line relevant for 51 years.

Zack and Skeeter discuss:

• How County Line became a Texas barbecue institution
•  Why successful restaurants have to be willing to change
•  Turning employee ideas into new revenue opportunities
•  Growing private events from $100,000 to nearly $4 million
•  Creating memorable experiences beyond the food
•  Why great service still makes the biggest difference

Thanks, Skeeter!

Links:

https://www.instagram.com/countylinebbqsa/?hl=en

https://www.linkedin.com/in/skeeter-miller-61716926/

https://www.linkedin.com/company/county-line-incorporated/

https://countyline.com/

John 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 personalization is critical for today's restaurants.

Zack and John discuss:

• Why personalization matters more than ever in hospitality
•  The difference between customizing a product and personalizing an experience
•  How brands should approach innovation and market disruption
•  Why customer feedback must guide restaurant decisions
•  Building consistency across hundreds of locations
•  What restaurants can learn from Chick-fil-A's guest experience strategy

Thanks, John!

Links:

https://www.instagram.com/blazepizza/?hl=en

https://www.linkedin.com/in/john-o-73422325/

https://www.linkedin.com/company/blazepizza/

https://www.blazepizza.com/

Jim 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 memorable experiences that guests return for years later
•  Balancing value with an elevated dining experience
•  Why consistency builds long-term guest loyalty
•  Using menu innovation to keep the brand relevant
•  How small hospitality moments create lasting emotional connections
•  The importance of staying authentic while evolving with guest expectations

Thanks, Jim!

Links:

https://www.instagram.com/pfchangs/?hl=en

https://www.linkedin.com/in/jimmazany/

https://www.linkedin.com/company/pfchangs/

https://www.pfchangs.com/

Brianna 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.

Zack and Brianna discuss:

• Why Toastique chose an owner-operator franchise model
•  How personal interactions create repeat guests
•  Building consistency across a growing restaurant brand
•  Why healthy food doesn't have to sacrifice experience
•  Protecting ingredient quality despite cost pressures
•  Why short-term savings can hurt a brand long-term

Thanks, Brianna!

Links:

https://www.instagram.com/toastique/

https://www.linkedin.com/in/brianna-keefe-4a735087/

https://www.linkedin.com/company/toastique/

https://toastique.com/

John 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 the brand nearly 50 years after its founding.

Zack and John discuss:

• Why Great Harvest refuses to compromise on bread quality
•  How authentic hospitality begins the moment guests walk through the door
•  Using guest data to improve long-term loyalty
•  The value of staying true to a brand's founding principles
•  Why storytelling matters as much as product quality
•  How Great Harvest is preparing for its next chapter of growth

Thanks, John!

Links:

https://www.instagram.com/greatharvest/?hl=en

https://www.linkedin.com/in/john-dikos/

https://www.linkedin.com/company/great-harvest-bread-co./

https://www.greatharvest.com/

Chris 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 franchisees.

Zack and Chris discuss:

• Why culture matters more than metrics alone
•  The connection between guest experience and restaurant profitability
•  How genuine hospitality creates loyal guests
•  Why restaurants should get back to the basics
•  Balancing technology with human connection
•  Using guest feedback to improve operations across franchise locations

Thanks, Chris!

Links:

https://www.instagram.com/bubbakoosburritos/?hl=en

https://www.linkedin.com/in/chris-ives-cfe-66b76940/

https://www.linkedin.com/company/bubbakoos-burritos/

Sullivan 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 valuable lessons that apply far beyond comedy—including how restaurant brands can create content that people actually want to watch.

Zack and Sullivan discuss:

• Why authentic content consistently outperforms polished marketing
•  How creators develop ideas that resonate with audiences
•  The importance of consistency before something goes viral
•  What restaurant brands can learn from content creators
•  Why collaboration helps expand audiences
•  Simple ways to improve watch time and audience retention

Thanks, Sullivan!

Links:

https://www.instagram.com/sullyfinlay/?hl=en

https://www.tiktok.com/@sullyfinlay

https://www.youtube.com/@sullyfinlay

https://www.linkedin.com/in/sullivanfinlay/

https://sullyfinlay.com/

Sharon 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 inspired by cocktail culture
•  Creating a healthy indulgence beverage category
•  The role of sampling in driving trial and loyalty
•  Why guest experience starts with human connection
•  Balancing speed, quality, and hospitality
•  Lessons from building brands in mall environments

Thanks, Sharon!

Links:

https://www.instagram.com/sipfresh/?hl=en

https://www.linkedin.com/in/sharon-arthofer-4a646329/

https://www.linkedin.com/company/sip-fresh-franchise/

https://www.sipfreshjuice.com/

Atul 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 to companies that solve real problems rather than simply adding features.

Zack and Atul discuss:

• Why buyers purchase when they're ready, not when sellers push
•  The difference between a product company and a feature company
•  How restaurants should evaluate technology vendors
•  Balancing best-in-class solutions with platform consolidation
•  Why caring is at the center of great guest experiences
•  How AI is changing the future of restaurant technology

Thanks, Atul!

Links:

https://www.instagram.com/curryupnow/?hl=en

https://www.linkedin.com/in/atulsood/

linkedin.com/company/curry-up-now

https://www.curryupnow.com/

Lance 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 and guests.

Zack and Lance discuss:

• How Mike’s Red Tacos built a cult-like following
•  Why guest feedback shapes the menu and operations
•  The connection between team member experience and guest experience
•  Using technology to improve accuracy and speed
•  Scaling food truck operations into a growing chain
•  Why restaurant GMs are the most important role in the business

Thanks, Lance!

Links:

https://www.instagram.com/mikesredtacos/

https://www.linkedin.com/in/lsalsman/

https://www.linkedin.com/company/mikes-red-tacos/posts/

https://www.mikesredtacos.com/

Michael 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 and Michael discuss:

• Why restaurant brands should grow slower and smarter
•  The importance of systems before scaling
•  How Dog Haus approaches franchise partnerships
•  Using guest data to improve operations and profitability
•  The strategy behind the Jake Paul partnership
•  Building restaurant culture that lasts

Thanks, Michael!

Links:

https://www.instagram.com/doghausdogs/

https://www.linkedin.com/in/mmontagano/

https://www.linkedin.com/company/dog-haus/

https://doghaus.com/

Adam 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, matter more than ever in today’s restaurant environment.

Zack and Adam discuss:

• Why guest experience predicts future profitability
•  How Killer Burger approaches hospitality in fast casual
•  Balancing speed of service with order accuracy
•  Creating memorable dine-in and off-premise experiences
•  Why kiosks can improve guest satisfaction
•  The operational impact of small guest interactions

Thanks, Adam!

Links:

https://www.linkedin.com/in/adamcharlessanders/

https://www.linkedin.com/company/killerburger/

https://www.instagram.com/killerburger/?hl=en

https://killerburger.com/

Derrick 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 perfection, and how he keeps teams motivated as the brand scales.

Zack and Derrick discuss:

•  Building a brand rooted in purpose and legacy
•  Why customer service drives repeat business
•  Creating a “family” feeling inside the restaurant
•  Using real-time feedback to improve fast
•  How to scale without losing culture

Thanks, Derrick!

Links:

https://www.linkedin.com/in/derrick-hayes/

https://www.linkedin.com/company/bigdavescheesesteaks/

https://www.bigdavesway.com/

Anthony 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 matters more than perfect service.

Zack and Anthony discuss:

•  Why guest expectations are harder to meet than ever
•  The importance of consistency during off-peak moments
•  How to train teams to recover instead of react
•  Why saying no is a leadership skill
•  Turning service failures into long-term loyalty

Thanks, Anthony!

Links:

https://www.linkedin.com/in/anthonyvalletta/

https://www.linkedin.com/company/bartaco/

https://bartaco.com/

Jennifer 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, Jennifer explains how product quality, human connection, and disciplined operations work together to create lasting impact.

Zack and Jennifer discuss:

•  Why micro connections matter more than ever
•  Balancing speed of service with meaningful interaction
•  Where technology helps and where it hurts
•  Hiring for hospitality, not just skill
•  How to build a brand that lasts generations

Thanks, Jennifer!

Links:

https://www.linkedin.com/in/schulerjennifer/

https://www.linkedin.com/company/handels-ice-cream/about/

https://handelsicecream.com/

Tom 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 satisfaction
•  The importance of owning one core menu item
•  What most restaurants get wrong about guest attention
•  How Covid changed guest expectations around time
•  Simple ways to elevate experience without overcomplicating

Thanks, Tom!

Links:

https://www.linkedin.com/in/tom-selementi-aa794719/

https://www.linkedin.com/company/spread-bagelry/about/

https://spreadbagelry.com/

Pinky 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 brand that stands out through controversy and creativity
•  Why authenticity matters more than polish
•  Lessons from raising $33M and scaling fast
•  How failure reshapes better leaders
•  Why the right team changes everything
•  Balancing guest experience with profitability

Thanks, Pinky!

Links:

https://www.linkedin.com/in/pinky-cole-879696a6/

https://www.linkedin.com/company/sluttyveganatl/

https://sluttyveganatl.com/

Zack 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 driving guest experience
•  Why investing in general managers delivers the highest ROI
•  What tech companies get wrong when selling into restaurants
•  How strong relationships shape long-term success in the industry

Thanks, Melissa!

Links:

https://www.linkedin.com/in/melissa-doolin-koehne/

https://www.linkedin.com/company/elevate4/about/

Zack 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 builds stronger customer loyalty
•  The shift from phone orders to digital and third-party delivery
•  Simple but effective ways to follow up with guests
•  What operators should consider when expanding locations

Thanks, David!

Links:

https://www.linkedin.com/in/david-cole-73227537/

https://www.linkedin.com/company/i-fratelli-pizza/about/

https://ifratellipizza.com/

Zack 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 protect your brand’s DNA
•  Why simplicity leads to better guest experience
•  The role of culture in scaling restaurant brands
•  How to create memorable in-store experiences
•  Ways to bring hospitality back in a digital-first world

Thanks, Scott!

Links:

https://www.linkedin.com/in/linkedinscottshotter/

https://www.linkedin.com/company/teriyaki-madness/about/

http://www.teriyakimadness.com/

Zack 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 industry’s relationship with tech
•  Practical ways to introduce AI into daily workflows
•  Using guest feedback data to automatically detect and fix issues
•  Why the first AI win changes everything for operators

Thanks, Sterling!

Links:

https://www.linkedin.com/in/sterlingddouglass/

https://www.linkedin.com/company/chowlyinc/about/

https://chowly.com/

Zack 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 CPG
•  Why restaurants act as the “front porch” of the brand
•  How improving food quality transformed guest ratings
•  Balancing speed, accuracy, and consistency in operations
•  Why great food is still the foundation of guest experience

Thanks, Jeff!

Links:

https://www.linkedin.com/in/jeff-galletly-792b523/

https://www.linkedin.com/company/brooklyndumplingshop/about/

https://www.brooklyndumplingshop.com/

Will 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 impacts both guests and employees
•  The importance of scheduling with more granular data
•  Why every location requires a different labor strategy
•  How to balance profitability with guest experience
•  Ways to scale consistency across multiple locations

Thanks, Will!

Links:

https://www.linkedin.com/in/will-stewart-23339b66/

https://www.linkedin.com/company/rightwork-inc/about/

https://right.work/

Zack 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 recognized brand
•  Why creativity matters more than ever in hospitality
•  Lessons learned from opening and scaling restaurants
•  The role of storytelling in guest experience
•  How resilience shapes great operators

Thanks, Kevin!

Links:

https://www.linkedin.com/in/kevin-boehm-4826a326b

https://www.instagram.com/kevinboehmboka/

https://www.linkedin.com/company/boka-restaurant-group/

https://www.bokagrp.com/

https://www.instagram.com/bokarestaurantgroup/

David 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 discuss:

•  How catering can become a powerful growth and acquisition channel
•  Why meeting guests across every channel is no longer optional
•  How fast feedback loops are reshaping decision making
•  The role of technology in supporting, not replacing, hospitality
•  Why consistency is the foundation of trust and long term loyalty
•  How to grow a brand without drifting from its core identity

Thanks, David and Matt!

Links:

https://www.linkedin.com/in/dyoungberg/

https://www.linkedin.com/in/matt-calabrese-5657252/

https://www.linkedin.com/company/stonefire-grill-inc/

https://www.stonefiregrill.com/

Jessica 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 budgets
•  How to balance data with real world observation
•  The importance of timing and context in guest communication
•  Why simple brand guidelines outperform complex ones
•  How to improve guest experience by doing the next right thing

Thanks, Jessica!

Links:

https://www.linkedin.com/in/jessicacausse/

https://www.linkedin.com/company/bagel-brands/

Zack 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 through on social media.

They discuss how content creation impacts restaurant traffic, why teaching viewers through recipes creates stronger engagement, and how operators can build trust both online and in the dining room. Steven also explains how value, consistency, and friendly service remain the foundation of a great guest experience.

Zack and Steven discuss:

•  How authentic content drives massive social media growth
•  Why teaching through food videos builds loyal audiences
•  The impact of social media on restaurant traffic
•  Why classic dishes outperform overly complicated food
•  How value, consistency, and friendly service shape the guest experience

Thanks, Steven!

Links:

https://www.instagram.com/restovivaldi/

https://restovivaldi.com/en/

Zack 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 critical, and how recognition and celebration drive team performance. Chris also explains how consistency, gratitude, and attention to detail help create lasting connections with guests.

Zack and Chris discuss:

•  How Bolay built a strong culture over 10 years
•  Why recognition is key to team performance
•  The role of hiring in guest experience
•  How small details shape the customer journey
•  Why consistency drives long term success

Thanks, Chris!

Links:

https://www.linkedin.com/in/chris-gannon-82b106190/

https://www.linkedin.com/company/bolayrestaurant/about/

https://www.bolay.com/

Zack 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 through franchising, the experience of pitching on Shark Tank, and how national exposure helped accelerate brand awareness. Danielle also discusses the role of Goldbelly in expanding the brand beyond its coastal markets and why guest experience ultimately comes down to how customers feel during every interaction.

Zack and Danielle discuss:

•  How Topsail Steamer created a new restaurant category
•  The decision to grow through franchising
•  What it takes to pitch a restaurant brand on Shark Tank
•  How Goldbelly expanded the brand nationally
•  Why guest experience starts before the first bite

Thanks, Danielle!

Links:

https://www.linkedin.com/in/daniellemahon-961b4a11/

https://www.linkedin.com/company/topsailsteamer/

https://topsailsteamer.com/

Zack 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 execution, attention to detail, and a strong team culture helps create a reliable guest experience. The conversation also explores what it takes to run a restaurant business as a married couple and why persistence is essential in the restaurant industry.

Zack and Kyle and Maggie discuss:

•  Bootstrapping and launching their first Dillas location
•  Why consistency matters more than experience
•  The importance of operational discipline
•  Building a brand through trust and details
•  Using guest feedback to improve performance

Thanks, Kyle and Maggie!

Links:

https://www.linkedin.com/in/kyle-gordon-7a1ab852/

https://www.linkedin.com/in/maggiemcgordon/

https://www.linkedin.com/company/dillas-quesadillas/

https://dillas.com/

Zack 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 allergen management for operators while creating safer and more transparent dining experiences for guests. The conversation also dives into upcoming allergen labeling regulations and why operators should start preparing now.

Zack and Dylan discuss:

•  The growing scale of food allergies in the U.S.
•  Why allergen transparency builds guest trust
•  New regulations impacting restaurant menus
•  How personalized digital menus improve ordering
•  Risk mitigation and operational efficiency

Thanks, Dylan!

Links:

https://www.linkedin.com/in/dylan-mcdonnell-a5787574/

https://www.linkedin.com/company/getfoodini/about/

https://foodini.co/

Zack 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 entering retail, why timing and category momentum matter, and the four pillars John uses to determine whether a brand is truly investable. He also explains why flavor ultimately wins and how “return on luck” plays a role in long term success.

Zack and John discuss:

•  What makes a CPG brand scalable
•  When restaurants should enter retail
•  The role of timing and luck
•  Why flavor always matters
•  Brand, market, team, and capital alignment

Thanks, John!

Links:
https://www.linkedin.com/in/john-f-maggio-b98b593/
https://www.instagram.com/cocktailsquad/?hl=en

Brandon 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 experience is the employee experience in public
•  Where leaders should invest their time
•  How consistency builds trust with guests
•  Focusing on strengths instead of only fixing problems
•  Why people drive the last foot of the guest experience

Thanks, Brandon!

Links:
https://www.linkedin.com/in/brandon-c-batt/
https://www.linkedin.com/company/the-tabletop-group/
https://thetabletopgroup.com/

Zack 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 discuss how fear can serve as a signal instead of a blocker, why consistency has become the new luxury for guests, and how listening to feedback at scale helps operators fix broken processes instead of blaming people.

Zack and Dan discuss:

•  Fear as a leadership signal
•  Why consistency builds trust
•  Using technology to amplify hospitality
•  Listening to every guest
•  Fixing systems instead of people

Thanks, Dan!

Links:

https://www.linkedin.com/in/dan-simpson-8aa1bb3/
https://www.linkedin.com/company/taziki's-mediterranean-cafe/
https://www.tazikis.com/

Fred 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 driving executive decisions
•  How leaders break out of analysis paralysis
•  The role of alignment in high pressure leadership
•  Why self awareness is the foundation of emotional intelligence
•  How leaders create clarity for their teams during uncertainty

Thanks Fred and Kristina!

Links:
https://www.theexecutiveandthemystic.com/
https://www.instagram.com/theexecutiveandthemystic/
https://www.youtube.com/@ExecutiveandMysticPodcast
https://open.spotify.com/show/2JFumYZRzULtYveqUzN4e5
https://www.linkedin.com/in/fredlefranc/
https://www.linkedin.com/in/kristinawiltsee/

Chris 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 memorable experiences matter more than perfection
•  How empowerment improves both employee and guest satisfaction
•  What easy, effective, and enjoyable really looks like in practice
•  Why service recovery creates stronger loyalty than flawless service
•  How data helps brands move from feel to real decisions

Thanks, Chris!

Links:
https://www.linkedin.com/in/stevensonempowers/
https://www.linkedin.com/company/theempowergroup/about/
https://www.youtube.com/@theempowergroup

Carl 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 AI to remove busywork from teams
•  Where AI can improve consistency and execution
•  What restaurant leaders often misunderstand about automation
•  How thoughtful AI adoption can elevate the guest experience

Thanks, Carl!

Links:
https://www.linkedin.com/in/carlorsbourn/
https://www.linkedin.com/company/invisible-technologies-inc-/about/
https://invisibletech.ai/

Brian 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 discuss:

•  Why restaurants create powerful guest loyalty
•  What investors look for beyond unit economics
•  The difference between service and true hospitality
•  Why authenticity cannot be manufactured
•  How guest feedback protects brand trust as concepts scale

Thanks, Brian!

Links:
https://www.linkedin.com/in/brian-fauver-1639471/
https://www.linkedin.com/company/hargett-hunter/about/
https://hargetthunter.com/

Zack 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 defining category for younger consumers, how kiosks and digital ordering impact satisfaction, and what brands must do to stay relevant as guest expectations evolve.

Zack and Geoff discuss:

•  Personalization and customization at scale
•  Why bubble tea resonates with Gen Z consumers
•  The role of kiosks and digital ordering
•  Using guest feedback to guide decisions
•  Brands that are getting guest experience right

Thanks, Geoff!

Links:

https://www.linkedin.com/in/geoff-henry/

https://www.linkedin.com/company/gongchagloballtd/about/

https://www.gong-cha.com/

https://www.instagram.com/gongchatea/

Andrew 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 discuss:

• How a major career pivot led to Rush Bowls
• Why Andrew left Wall Street to build something meaningful
• What sparked Andrew’s shift from finance to food
• How Andrew transitioned from trading floors to real food
• The turning point that led to creating Rush Bowls
• Why Andrew chose to build a brand instead of staying in finance

Links:
https://www.linkedin.com/in/andrew-pudalov-07697010/
https://www.linkedin.com/company/rush-bowls/
https://rushbowls.com/franchise/research-us/our-story
https://www.instagram.com/rushbowls/?hl=en

In 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 convenience and consistency still win in 2025
•  Designing systems that are simple for teams to execute
•  Turning catering into paid sampling for the brand
•  Using guest feedback to fix the “leaky bucket”
•  Recovering guests and lifting online ratings
•  Why great experiences start with the right people

Links:

https://www.linkedin.com/in/frank-paci-8b1a56a/
https://www.linkedin.com/company/newks-eatery/about/
https://newks.com/
https://www.instagram.com/newkseatery/?hl=en

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 as much as you do
•  Using guest feedback to stay ahead of competitors

Thanks, Gregory!

Links:

https://www.linkedin.com/in/gregory-zamfotis-65589112/
https://www.linkedin.com/company/gregorys-coffee/
https://gregoryscoffee.com/
https://www.instagram.com/gregoryscoffee/?hl=en

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 orders

Thanks, Brianne!

Links:
https://www.linkedin.com/in/briannemharvey/
https://www.breakbreadconsulting.com/
https://www.linkedin.com/company/break-bread-consulting/about/

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, marketing, and tech
•  Why setup beats shiny features

Thanks, Kayla!

Links:
https://www.linkedin.com/in/kayladdillon/

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 enforce
•  Simple recognition rituals that build team pride

Thanks, Geoffrey!

Links:
https://www.linkedin.com/in/gtoffetti/
https://www.linkedin.com/company/frontline-performance-group/about/
https://www.instagram.com/frontlineperformancegroup/
https://frontlinepg.com/

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 feedback to set weekly priorities
•  Tenure, consistency, and trust

Thanks, Peter!

Links:
https://www.linkedin.com/in/peter-gaudreau-0b357521/
https://www.linkedin.com/company/tacodeli/
https://www.instagram.com/tacodeli/
https://www.tacodeli.com/

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: 

•  Authenticity and brand DNA
•  Founder-led brand evolution
•  The power of small gestures like garlic sauce
•  Behavioral science behind peak and end moments
•  How feedback turns into training opportunities
•  Why clarity in tone beats friendliness every time 

Thanks, Melissa!

Links:
https://www.linkedin.com/in/melissa-richards-person-3rdarm/
https://www.linkedin.com/company/third-arm-consulting/
https://www.getathirdarm.com/

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 walls

Thanks, Pedro!

Links:
https://www.linkedin.com/in/uchoapedro/
https://www.instagram.com/uchoa__pedro/?hl=en
https://www.linkedin.com/company/eat-tap/
https://www.instagram.com/eat_tap/?hl=en
https://www.eattap.co/

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 experience
• Adoption vs completion and mobile-first access
• Using AI to detect anomalies and intervene with training
• Closing the loop between marketing promises and ops delivery
• Real-time, location-specific refreshers that lift accuracy and service

Thanks, Rachael!

Links:

https://www.linkedin.com/in/rachael-nemeth/
https://www.linkedin.com/company/opus-so/
https://www.opus.so/about-us

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 experience
• Hiring signals that predict great front-of-house performance
• Training first, then hospitality
• Daily “drip” habits that shape culture
• Turning B players into A players through service vs. hospitality

Thanks, Jay!

Links:
https://www.linkedin.com/in/jaybandy/
https://www.linkedin.com/company/goliath-consulting-group/
https://jaybandy.com/

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 interactions
• The “time to engage” metric and what it reveals
• Why data only works when it fits real workflows
• How AI empowers frontline workers instead of replacing them
• Why consistency builds trust

Thanks, Brock!

Links:
https://www.linkedin.com/in/brock-weeks-7b7471a/
https://www.linkedin.com/company/savi-solutions/
https://getsavi.com/

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 feeling
• First and last impressions that drive a second visit
• Running the peak-time “two-minute drill”
• Acting vs reacting in competitive markets
• The “unquit” mindset for leaders and teams

Thanks, Arjun!

Links:

https://www.linkedin.com/in/zenmangoarjunsen/
https://www.linkedin.com/company/zenmango/
https://www.zenmango.com/about

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 marketing
• How to identify and develop A-player leaders
• The role of feedback in improving accuracy and service
• Using AI and data to boost training and leadership development
• Turning quick responses into loyal guests

Thanks, James!

Links:

https://www.linkedin.com/in/james-bonanno-a5a665103/
https://www.linkedin.com/company/upstream-hospitality-group/
https://upstreamhospitality.com/blog/tap-room-featured-on-owners-operators/

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 Taco
• The power of guest feedback loops
• Knowing when to remove or refine a menu item
• Shifting guest expectations after COVID
• Building connection through kindness

Thanks, Eric!

Links:

https://www.linkedin.com/in/eric-knott-96504973/
https://www.linkedin.com/company/tikitaco/
https://www.tikitaco.com/

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 Biscuit
• Why guest feedback drives innovation
• How to out-serve your competition
• Defining operational excellence
• Building loyalty through culture

Thanks, Amanda!

Links:

https://www.linkedin.com/in/amanda-kahalehoe-6683a987/
https://www.linkedin.com/company/vicious-biscuit/
https://viciousbiscuit.com/

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 awareness

Thanks, Jason!

https://www.linkedin.com/in/jason-sobocinski-75016730/
https://www.linkedin.com/company/haven-hot-chicken/
https://www.havenhotchicken.com/

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 feels seamless to guests
 • Training and culture as the core of execution

Thanks, Paul!

Links:
https://www.linkedin.com/in/damico5/
https://www.linkedin.com/company/blazepizza/
https://www.instagram.com/blazepizza/?hl=en

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+ stores
• Why “energy” is a core value for team members
• Using real-time feedback to recover service instantly
• Why happy guests are the brand’s best marketers
• How AI serves as a trusted advisor for growth

Thanks, John!

Links:
https://www.linkedin.com/in/jlaun/
https://www.linkedin.com/search/results/all/?keywords=Earthbar&sid=UbS
https://earthbar.com/

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 it
• The critical role of GMs in shaping guest experience
• How data and curiosity help uncover guest insights
• Why operators should spend time working in restaurants
• The overlooked potential of the drive-thru

Thanks, Justin!

Links:
https://www.linkedin.com/in/justinfalciola/
https://www.linkedin.com/company/deliverecthq/
https://www.deliverect.com/en

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: 

• Building trust through values and consistency
• The foundation of quality, service, and cleanliness
• Accountability and the role of secret shoppers
• Lessons from the NFL on teamwork and resilience

Thanks, Mark!

Links:

https://www.linkedin.com/in/mark-moseley-305a4583/
https://www.linkedin.com/company/five-guys-enterprises/
https://www.fiveguys.com/

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 superpower
• The four “core” pillars every restaurant should focus on
• Real-world examples of improving table turn and guest feedback
• How to provide value through authentic, personal connection
• What a board game store has to do with hospitality

Thanks, Drew!

Links:
https://www.linkedin.com/in/drew-kimball-844a1912/

https://www.linkedin.com/company/spoton/

https://www.instagram.com/spoton/

https://www.spoton.com/

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 so many more.

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 location
• How to grow using micro-influencers instead of ad budgets
• The power of authentic pride among convenience store operators
• Why guest experience starts with product and belief—not policy
• How to create emotional loyalty in unexpected settings

Thanks, Alice!

Links:

https://www.linkedin.com/in/alicecrowder/
https://www.linkedin.com/company/krispy-krunchy-foods/
https://www.instagram.com/krispykrunchychicken/
 https://www.krispykrunchy.com/ 

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 growth
• How to make sense of complex guest data without loyalty programs
• Why local market dynamics are more important than ever
• How AI will change local marketing strategy
• What brands can do to gain more than their “fair share” of traffic

Thanks, Michael!

Links:
https://www.linkedin.com/in/mikelukianoff/
https://www.linkedin.com/company/signalflareai/
https://signalflare.ai/

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 loyalty
• How to align the boardroom with the back-of-house
• Using data to improve staff training and performance
• What operators can learn from both QSR and fine dining
• Why small moments—like remembering a name—still matter

Thanks, Russ!

Links:
https://www.linkedin.com/in/russhawkins/
https://www.linkedin.com/company/agilence-inc/
https://www.instagram.com/agilence_inc/
https://www.agilenceinc.com/

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 service
• How Ralph’s team creates “wow” moments with steak and dessert trays
• Why every team member should feel seen, not just staffed
• The impact of birthday traditions on guest memory and retention
• How to train front-of-house staff as experience specialists
• Why culture and consistency beat trendy tech

Thanks, Ralph!

Links:
https://www.linkedin.com/in/ralph-lewis-980a74358/
https://www.linkedin.com/company/okeechobee-steakhouse/
https://www.instagram.com/okeechobeesteakhouse/
https://www.okeesteakhouse.com/

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 traffic
• How COVID shifted guest service culture
• Infusing your brand into your team
• Turning feedback into a gift
• 5 A’s of guest recovery

Thanks, Eric!

Links:

https://www.linkedin.com/company/rocknrollsushi/

https://www.rocknrollsushi.com

https://www.instagram.com/rocknrollsushi/

 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 renaissance
• Barry’s long-term pricing and value strategy
• How Fogo trains for five-star service
• The impact of tech vs. human capital
• Who’s leading hospitality innovation today

Thanks to Barry for bringing the fire—literally and figuratively!

Links:
https://www.linkedin.com/in/barrymcgowan/
https://www.linkedin.com/company/fogo-de-sh-aun/
https://fogodechao.com/
https://www.instagram.com/fogo/

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 equity
• The secret to keeping franchise culture strong
• Why happy employees create loyal customers
• What Anthony learned from Unreasonable Hospitality
• Why handwritten notes still matter in 2025

Thanks, Anthony!

Links:

https://www.linkedin.com/in/anthony-bambino-a60b45315/
https://www.linkedin.com/company/3natives/
https://www.instagram.com/3natives/
https://www.3natives.com/

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 experience
• How tech can elevate—not replace—hospitality
• The difference between one-off issues and systemic problems
• Why Savory uses guest data to empower, not punish, teams
• The importance of real-time visibility in multi-unit operations

Thanks, Josh!

Links:

 https://www.linkedin.com/in/joshboshard/

 https://www.linkedin.com/company/savoryfund/

https://www.instagram.com/savoryfund/

 https://www.savoryfund.com/

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 retention
• Why team energy is the foundation of guest experience
• How to spot which “B players” can level up
• Why feedback is the ultimate success filter
• The operational must-haves she looks for at every brand
• How gratitude and mindset fuel leadership

Thanks, Amy!

Links:

https://www.linkedin.com/in/amyhom17/
https://www.linkedin.com/company/barcelona-wine-bar/
https://www.instagram.com/barcelonawinebar/
https://barcelonawinebar.com/

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 meals
• How theatrical touches like table-side service delight diners
• Why hospitality starts with taking care of your team
• How to deliver value at every price point
• What consistency, cleanliness, and temperature say to a guest
• The hiring mindset he uses to build passionate, people-loving teams

Thanks, Sebastien!

Links:
https://www.linkedin.com/in/sebastiensilvestri/
https://www.linkedin.com/company/danielbouludcollection/
https://www.instagram.com/sebastiensilvestri/
https://www.instagram.com/danielboulud/
https://www.danielboulud.com/

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 QSR
• Why caring is the most scalable system in hospitality
• How to use small spaces as relationship-building showrooms
• The secret to growing catering without sacrificing quality
• Why outreach and quick feedback loops are critical to repeat business
• How Ovation helps capture guest sentiment and drive better service

 Thanks, Pete!

Links:  

https://www.linkedin.com/in/pedro-pete-mora-605a37228/

https://www.linkedin.com/company/fajita-pete's/

https://www.instagram.com/fajitapetes/

https://fajitapetes.com/

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 CEO
• How creating content helped Avery transform the culture at Little Italy
• The impact of "Slice of Life" series on employee and customer engagement
• Why relationships with customers are key to success in the restaurant business
• Avery’s strategy for balancing technology and hospitality in a growing brand
• The importance of doing the hard work consistently in business

Thanks, Avery!

Links:

Follow Avery on LinkedIn
Follow Little Italy on Instagram
Visit Little Italy Website

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 business roots while innovating
• Why Jane believes in building companies on the power of love
• The role of automation in enhancing—not replacing—hospitality
• How they balance modern convenience with memorable guest experiences
• Lessons from leading through ownership changes and rapid growth
• Why investing in people leads to lasting guest loyalty

Thanks, Jane!

Links:
https://www.linkedin.com/in/janeabell/
https://donatos.com/
https://www.facebook.com/DonatosPizza/

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 experience
• Building franchisee relationships based on shared values
• Why Mediterranean cuisine is perfectly positioned for modern customers
• How to scale catering while maintaining quality and brand identity
• Tactics for improving off-premise guest experience
• Why timeless hospitality principles still win in a tech-driven world

Thanks, Bob!

Links:

https://www.thegreatgreekgrill.com/
https://www.linkedin.com/in/bobanderseneatgreek/

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 vibe
• Why simplicity beats complexity when scaling a brand
• How leadership stays connected by being present in stores
• How guest recovery creates stronger loyalty than perfection
• Why responding fast to feedback is a competitive advantage
• Tactics for maintaining food quality across rapid expansion

Thanks, Rob!

Links:
https://www.linkedin.com/in/rob-ertmann-61b93927/
https://www.mobettahs.com/
https://www.instagram.com/mobettahs/
https://www.linkedin.com/company/mo-bettahs/

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.

Zack and Oliver discuss:

• How Oliver went from investment banking to running restaurants
• Why Bushfire Kitchen rebuilt its entire tech stack from scratch
• The importance of clean operations and guest experience
• How smart quoting and texting improve off-premise satisfaction
• Using feedback tools to track and enhance table touches
• Tactics for creating lasting guest relationships in a competitive market

Learn how Oliver’s approach to scaling Bushfire Kitchen combines heart, hustle, and hospitality.

Thanks, Oliver!

Links:

https://www.linkedin.com/in/oliverbarwin/
https://www.instagram.com/bushfirekitchen/
https://www.bushfirekitchen.com/
https://www.linkedin.com/company/bushfire-kitchen/

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 discuss:

• Training teams to deliver genuine hospitality
• Keeping growth grounded in community connection
• Why freshness and consistency are non-negotiable
• Empowering staff to create memorable guest moments
• How small touches build big guest loyalty
• Tune in to hear how Jeff’s people-first approach is rewriting what it means to scale with soul.

Thanks, Jeff!

Links:
https://www.jeffsbagelrun.com/
https://www.instagram.com/jeffsbagelrun/
https://www.linkedin.com/in/jeffreyperera/

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, burgers, or cocktails, Lawrence shows how great guest experiences start long before the first bite.

Zack and Lawrence discuss:

• Building craveable experiences guests can’t forget
•  Keeping operations simple while scaling multiple concepts
•  Creating authentic hospitality instead of just transactions
•  Balancing digital convenience with genuine guest care
•  Why consistency and product obsession beat chasing trends
•  Tune in to hear how Lawrence’s people-first approach and passion for great food are redefining hospitality at every level.

Thanks, Lawrence!

Links:
https://www.instagram.com/bigshot/
https://www.instagram.com/princestreetpizza/
https://www.instagram.com/irvsburgers/
https://www.instagram.com/thebarnextdoor/

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 motivation

Tune in to hear how Yasaman’s people-first approach is creating contagious excitement across brands.

Thanks, Yasaman!

Learn more:

https://ovationup.com/

https://www.linkedin.com/in/yasamanstewart/

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 LinkedIn
• Strengthening franchisee and franchisor relationships
• Turning convenience into long-term guest connection
• Using data to uncover and fix operational gaps
• Adapting brand standards to local market needs

Tune in to hear how Kendall’s people-first approach is shaping the future of hospitality.

Thanks, Kendall!

Learn more: 

https://ovationup.com/

https://kendallware.com/

Kendall Ware - Linkedin

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 marketing
• How to plan campaigns instead of winging them
• The role of tech in enhancing guest experience
• Why every touchpoint shapes brand perception
• How to scale hospitality with the right people
• The connection between employee and guest experience

Tune in to hear Sebastian’s operations-first take on restaurant marketing and how structure creates standout experiences.
 Thanks, Sebastian!

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 restaurant
• How to scale a brand while staying true to its soul
• The power of mentorship and opening doors for others
• Why hospitality is more than food—it’s emotion
• How to keep concepts fresh without losing consistency
• Why feedback and change go hand in hand

Tune in to hear how Troy’s people-first philosophy creates lasting guest impressions and sustainable growth.
 Thanks, Troy!

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 perception
• Why noise can ruin a meal regardless of food quality
• The power of thoughtful responses to negative reviews
• Why most feedback contains hidden truth
• How service recovery can create more loyal guests
• How personalization and empathy influence customer retention

Tune in to hear how Melissa’s brain-based insights can transform the way you handle feedback and build guest loyalty. 

Thanks, Melissa!

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 creativity
• Empowering team members to deliver standout guest experiences
• Turning failures into conversation starters and brand loyalty
• Why engagement and heart matter more than speed
• Building human connection in every guest interaction
• Tune in to hear how Voodoo Doughnut keeps the magic alive while scaling the brand.

 Thanks, Chris!

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 truthfulness
• Balancing scale with authenticity and community feel
• How tech tools like Ovation and Marqii elevate guest feedback and insights
• Responding to every online review with empathy and intention
• Why real conversations with local restaurant owners matter most

Tune in to hear how Shaz’s integrity-first approach is shaping the future of fast casual hospitality.
 Thanks, Shaz!

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 effectively
• The simple way to document systems without extra work
• How anticipating guest needs creates better hospitality
• The key to stepping back from daily operations and making more money

Follow David Scott Peters:
DavidScottPeters.com

 Restaurant Prosperity Formula Podcast
YouTube

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 success
• The origin story approach to uncovering a restaurant’s mission and vision
• How multi-generational guests demand more than a one-size-fits-all experience
• Tactical marketing ideas that can be implemented immediately
• The importance of leveraging existing vendor capabilities

Folow Stacey:

https://www.linkedin.com/in/staceylkane/

Thanks, Stacey!

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 today
• How to reduce friction in the ordering process
• Why simplicity is the key to a great guest experience
• The impact of too many disconnected tools in restaurant operations
• How top brands are using technology the right way

Follow Johnathan Chan & 5&5:

• Website: https://5and5.com/
• LinkedIn: Johnathan Chen

Thanks, Johnathan! 🎉

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 a restaurant analyst and industry forecasting
• Which brands are thriving vs. struggling post-pandemic
• Why value perception goes beyond just price
• How operational excellence drives guest experience
• The importance of consistency in restaurant success

Follow Michael Halen:

• LinkedIn: Mike Halen
• Twitter: @mikehalen
• Chopping It Up Podcast: Listen Here

Thanks, Michael! 🎉

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 interactions
• How technology enhances hospitality without replacing it
• The role of staff engagement in brand growth
• Why guest feedback is crucial for restaurant success
• Julie’s journey from restaurant marketing to industry leadership

Follow Julie and Branded Strategic Hospitality:

https://www.linkedin.com/in/julie-zucker-41895b2/
https://brandedstrategic.com/

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 marketing with operations.
• Best practices for omnichannel brand messaging.
• Why guest experience hinges on service and accuracy.

Tune in to hear how Mitch’s insights on marketing, operations, and guest experience can help your restaurant thrive!

Thanks, Mitch!

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

The importance of meeting guests where they are—both digitally and in person

Why marketing and technology teams must work together for true success

How brands like Wingstop evolved their messaging to better connect with customers

Tune in to hear Erin’s expert take on guest experience, marketing innovation, and the future of hospitality tech!

Thanks, Erin!

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 business
• The power of customization and how it impacts guest experience
• How technology can enhance service without replacing the human element
• The tragedy of disengagement in the workforce and how to fix it
• The importance of employee trust, autonomy, and culture in driving success
• Innovative solutions Main Squeeze Juice Co. is rolling out to improve guest engagement

Tune in to hear how Jennifer’s insights on culture, leadership, and guest experience can help your restaurant thrive!

Thanks, Jennifer!

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 excellence
• Why having one standard is critical for consistency
• How autonomy and trust improve both team and guest experiences
• Hiring tactics to identify top-performing restaurant leaders
• Simple changes that elevate the guest experience, like redefining roles

Tune in to hear how Joe’s leadership style and operational insights have helped Crave Management Group thrive in a competitive industry!

Thanks, Joe!

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:

• How Seth transitioned from politics to entrepreneurship to drive lasting change
• The story behind Honest Tea, its evolution into Just Ice Tea, and the focus on transparency and quality
• Why PLNT Burger empowers customers to invest and participate in its growth
• The importance of offering inclusive menu options to delight diverse guests
• How purpose-driven brands can make a real impact on health and the planet

Tune in to hear how Seth’s vision and leadership continue to inspire and transform the food and beverage industry!

Thanks, Seth!

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 touch
• Key lessons from the restaurant world that translate into successful tech leadership
• How to approach restaurant technology with a problem-first mindset rather than a solution-first approach
• The importance of feedback loops in creating an exceptional guest experience
• Strategies to balance expansion and maintaining quality across multiple locations

Tune in to hear Ming’s insights on how restaurants can leverage technology while staying true to their hospitality roots and delivering unforgettable guest experiences.

Thanks, Ming!

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 business
• How authenticity and community drive brand success
• The key elements of delivering a memorable guest experience
• Why employee happiness is crucial for customer satisfaction
• The strategies behind scaling without losing brand identity

Tune in to hear how Andrew’s bold moves and dedication to hospitality have turned his dream into a growing culinary empire!

Thanks, Andrew!

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 thriving 17-location brand with a purpose-driven mission.
•  The Power of Guest Experience: Why focusing on guest feedback is Amir’s number one KPI and how it drives South Block’s success.
• Quality Without Compromise: How South Block maintains authenticity and premium quality in their açaí bowls and juices while scaling operations.
• Using Feedback to Innovate: The role of technology, pre-ordering systems, and smart workflows in improving guest experience.
• Leadership Through Culture: Amir’s commitment to creating meaningful career paths and fostering a supportive company culture.

Tune in to discover how Amir Mostafavi is blending community-building, exceptional products, and heartfelt hospitality to redefine what it means to be a mission-driven brand.

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 Excellence
  How Abney turned a $50 pasta dish into an accessible yet premium quick-service experience.
• The Magic of Details in Guest Experience
  Why everything from custom bronze-cut pasta to perfect table heights makes a difference in how guests experience a restaurant.
• Hospitality Rooted in Human Connection
  How kindness, warmth, and personal interactions build lasting customer loyalty.
• Design That Enhances the Brand
  How Abney’s background in fashion and interior design inspired Prima Après' stylish, inviting spaces.
• Lessons in Restaurant Innovation and Growth
  What it takes to blend creativity with operational excellence while scaling a restaurant concept.

Tune in to learn how Abney Harper is redefining fast-casual dining by blending exceptional cuisine with intentional design and genuine hospitality!

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 success
• The importance of pride in food quality and culture-building
• How they use guest feedback to maintain consistency and create unforgettable experiences
• Tactics for handling guest recovery and exceeding expectations

Tune in to learn how Haven Hot Chicken is bringing the heat and redefining the fast-casual dining experience!

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 empire
• The key role emotional connection plays in guest loyalty
• Why investing in your team leads to better guest experiences
• Balancing technology with genuine hospitality
• Lessons from scaling a bootstrapped business to 75 locations

Tune in to hear how Rick turned his backyard barbecue passion into a thriving brand loved by guests across the country!

Thanks, Rick!

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 space
• What Austin looks for in franchise brands and the value of a proven category
• How Cannoli Kitchen combines traditional flavors with a fresh approach to hospitality
• Strategies for scaling and maintaining brand integrity across locations

Tune in to hear Austin's insights on building a memorable brand that keeps guests coming back!

Thanks, Austin!

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 culture
• How to create a guest experience that truly resonates
• The significance of accountability and setting clear expectations for team members
• Why investing in talent leads to sustained success over time

Tune in to discover how Jim's unique insights can help elevate your restaurant's guest experience!

Thanks, Jim!

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 redefining guest service
• The importance of creating a seamless digital hospitality experience for off-premise diners
• How Markus and his team turn guest feedback into loyal customers through technology
• The value of using customer data to optimize marketing strategies
• Why complaints can be the most valuable feedback for long-term success

If you’ve ever wondered how to elevate the guest experience in a digital-first world, this episode with Markus Pineyro offers insightful takeaways for restaurants of any size.

Thanks, Markus!

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 feels valued through genuine hospitality.
• Why direct customer feedback is crucial for refining and growing a restaurant brand.
• How The Salad House leverages catering as a growth strategy.
• The importance of being hands-on and building relationships in the restaurant industry.

Thanks, Joey!

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 world
• How empowering employees to "own" their restaurant can dramatically improve both operations and guest relationships
• The benefits of leading from the side and supporting franchisees, rather than dictating operations from the top down
• How MOOYAH is leveraging guest feedback through platforms like Ovation to ensure consistent service and satisfaction
• The role of innovation and technology in enhancing, not replacing, human connections

We hope you enjoy this episode with Doug Willmarth, an incredible leader who is paving the way for a people-first approach in fast-casual dining.

Thanks, Doug!

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 brands
• How to tailor guest experiences based on the occasion (dine-in, takeout, or drive-thru)
• The importance of consistency and loyalty in creating lasting customer relationships
• How technology like AI and personalized menus can enhance guest connections
• Why action-driven feedback is key to improving operations and boosting sales

We hope you enjoy this episode with one of the industry’s most innovative leaders.

Thanks, Sherif!

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 technology
• How tech should simplify restaurant operations and free up staff to focus on hospitality
• The critical role of building relationships with guests in today’s dining environment
• Neal’s unique approach to staff training, fostering a culture of continuous improvement
• How to leverage guest feedback to refine operations and enhance customer satisfaction
• More

We hope you enjoy this episode packed with practical tips for using technology to enhance—not hinder—guest experiences in the restaurant industry.

Thanks, Neal!

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 down
• How Blaze Pizza is innovating with guest customization, both in-store and at home
• The critical role of speed and personalization in fast-casual dining
• The power of online reviews and how they influence business success
• Blaze Pizza's global expansion and maintaining consistent guest experiences across locations

We hope you enjoy this episode filled with valuable insights on leadership and hospitality in the fast-casual industry.

Thanks, Beto!

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: 

• How the principles of hospitality transcend the restaurant industry and can make any professional or personal interaction more meaningful
• How to use criticism in a way that fosters hospitality in your organization
• The difference between service and hospitality
• How to inspire your employees to be hospitable
• The rule of 95/5 and the importance of always playing offense
• More

We hope you enjoy this episode with one of the industry's most impactful and uplifting thought leaders. 

Thanks, Will!

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 maintaining the right mindset to navigate unexpected challenges.


Thanks, Richmond!

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 using AI tools can help busy restaurateurs enhance their operations while staying focused on what they do best - serving their guests.

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 established itself as a pioneering barbecue spot in the heart of New York City.

But that's not all—Chef Glenn opens up about the meticulous strategies he and his team use to ensure every guest leaves with a memorable experience. From 'table touches' to actively listening to guest feedback, we uncover the secrets to maintaining high-quality food and service across multiple locations. Find out why hiring and training staff who genuinely care about customer satisfaction is crucial, and how sincere interactions keep guests eager to return. This episode is packed with insights that promise to inspire anyone interested in the art of exceptional dining and hospitality.

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!

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 lasting brand love.

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!

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 how to truly delight guests.

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 commitment to empowering her employees, promoting a positive workplace culture, and giving back to communities through initiatives like the Denny’s Mobile Relief Diner. 

Tune in to hear Dawn’s insights on leadership, resilience, and making a difference both in business and beyond.

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!

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. 

Unlock the power of actionable insights with Brandy's expertise on using feedback tools to elevate guest experiences. Learn why proactive measures are crucial and how fostering a supportive environment for franchisees can streamline improvements. Brandy also shares her admiration for industry leaders like Karen Stuck and Don Fox, and discusses Another Broken Egg Cafe's growing influence on social media platforms, including TikTok. This episode is packed with inspiration and expert advice on creating a five-star guest experience that keeps customers coming back.

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 challenging times. Tune in to learn how a focus on guest-first mentality and community-driven innovation led Salad Station to thrive.

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 root causes of customer dissatisfaction to enhance your recovery strategies. 

Thanks Dan!

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 deeper education on company values, vision, and mission.

Thanks, Jill!

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 challenges.

Thanks, Perry!

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.

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. 

Thanks, Michael!

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 sparking raving fans.

Thanks, Jason!

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!

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!