Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates

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Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates

Ovation

393 episodes

3 days ago

Send us a text Zack Oates welcomes Brock Weeks, CEO of Savvy, to talk about using AI to measure and improve in-store guest experiences. Brock explains how Savvy transforms existing security footage into actionable insights that help operators understand consistency, cleanliness, and engagement in real time. Together, Zack and Brock discuss the connection between AI, feedback, and the human side of hospitality. Zack and Brock discuss: Using AI to measure consistency and guest interactionsThe “...

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Send us a text Zack Oates welcomes Brock Weeks, CEO of Savvy, to talk about using AI to measure and improve in-store guest experiences. Brock explains how Savvy transforms existing security footage into actionable insights that help operators understand consistency, cleanliness, and engagement in real time. Together, Zack and Brock discuss the connection between AI, feedback, and the human side of hospitality. Zack and Brock discuss: Using AI to measure consistency and guest interactionsThe “...

Show more...

Episodes (20/393)

Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates

The Eye In The Sky That Isn't Creepy with Savi's Brock Weeks

Send us a text Zack Oates welcomes Brock Weeks, CEO of Savvy, to talk about using AI to measure and improve in-store guest experiences. Brock explains how Savvy transforms existing security footage into actionable insights that help operators understand consistency, cleanliness, and engagement in real time. Together, Zack and Brock discuss the connection between AI, feedback, and the human side of hospitality. Zack and Brock discuss: Using AI to measure consistency and guest interactionsThe “...

3 days ago

16 minutes

Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates

Arjun Sen of ZenMango on Earning the Second Visit, One Guest at a Time

Send us a text Zack Oates welcomes Arjun Sen, marketing executive, speaker, author of Unquiet Forever, and founder of ZenMango. Arjun shares how brands win by owning the feeling of each moment and wowing one more guest at a time. He breaks down first and last impressions, the “food two-minute drill” during peak hours, and why leaders must act instead of react to competition. He also explains “unquitting” as a mindset for teams and retention. Zack and Arjun discuss: How to define and deliver a...

1 week ago

23 minutes

Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates

James Bonanno of Upstream Hospitality on The Power of Fast Feedback

Send us a text Zack Oates sits down with James Bonanno, Founder and CEO of Upstream Hospitality Group, to talk about building strong operations, developing A-player leaders, and delivering five-star guest experiences across 20+ locations. From Tap Room to Bango Bowls, James shares how great culture starts with great GMs—and why sharpening the team’s skills is key to growth. Zack and James discuss: Why operations fuel great marketingHow to identify and develop A-player leadersThe role of feedb...

1 week ago

16 minutes

Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates

Eric Knott of Tiki Taco on Turning Feedback into Action

Send us a text Eric Knott, CEO of Tiki Taco and former PDQ leader, joins Zack Oates to talk about scaling hospitality, refining menu strategy, and building genuine guest connections. With experience ranging from Outback to Tiki Taco, Eric shares how structure and community drive lasting success. He explains how to use guest feedback as a growth tool, why operators must be the “mayor” of their market, and what’s changed most about the modern guest. Zack and Eric discuss: Lessons learned from O...

2 weeks ago

17 minutes

Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates

Building a Fierce Yet Friendly Brand with Amanda Kahalehoe of Vicious Biscuit

Send us a text From Charleston roots to a growing national footprint, Amanda Kahalehoe has built a brand that’s both fierce and warm. As COO of Vicious Biscuit, she shares how her team balances bold, indulgent food with genuine Southern hospitality. Amanda and Zack dive into how her brand “out-hospitalities” the competition, the power of listening to guests, and what operational excellence really means in today’s restaurant world. Zack and Amanda discuss: The origins and growth of Vicious Bis...

2 weeks ago

18 minutes

Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates

How Haven Hot Chicken Builds Loyalty with Jason Sobocinski

Send us a text Jason Sobocinski joins Zack Oates to share how Haven Hot Chicken builds lasting guest love through great food, consistent hospitality, and small gestures that surprise and delight. From “reverse tipping” cards to weekly community drop-offs, Jason explains how joy and consistency fuel growth in a competitive chicken market. Zack and Jason discuss: • Why exceeding expectations defines hospitality at Haven • How consistency keeps guests returning visit after visit &nbs...

1 month ago

20 minutes

Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates

Paul Damico of Global Franchise Group on What Really Drives Traffic

Send us a text Paul Damico joins Zack Oates to share what still wins guest loyalty today. His take is simple: nail the four walls first, then scale. With leadership across Blaze, Fuzzy’s, Global Franchise Group, Focus Brands, and Moe’s Southwest Grill, Paul explains how culture, training, and clean execution turn into traffic, while technology should remove friction rather than add it. Zack and Paul discuss: • Why the in-store experience fuels long-term digital sales • The fundame...

1 month ago

19 minutes

Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates

John Laun of Earthbar on Using AI and Feedback to Elevate Guests

Send us a text John Laun, CMO of Earthbar, joins Zack Oates to share how a wellness brand with roots in the 1970s is scaling nationally while keeping guest experience front and center. With over 60 locations and a strong partnership with Equinox, Earthbar focuses on energy, consistency, and culture to make every visit the best part of a guest’s day. Zack and John discuss: How Earthbar grew from supplements to smoothies to 60+ storesWhy “energy” is a core value for team membersUsing real-time ...

1 month ago

22 minutes

Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates

Why Guest Experience Starts with GMs, with Justin Falciola of Deliverect

Send us a text Justin Falciola, President of the Americas at Deliverect, joins Zack Oates to explore how technology and hospitality can work hand in hand. With leadership experience at Papa John’s and CKE, Justin has seen the restaurant industry from both the operator and vendor sides. He shares how Deliverect is helping brands scale profitably by connecting POS systems, delivery aggregators, and first-party digital platforms—all while keeping the guest at the center. Zack and Justin di...

2 months ago

19 minutes

Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates

From Football Field to Franchise Growth: Mark Moseley at Five Guys

Send us a text From NFL MVP to franchise powerhouse, Mark Moseley has done it all. After a legendary 16-year career as the Washington Commanders’ clutch kicker and the only special teams player to ever win MVP, Mark went on to help grow Five Guys from just 3 locations to nearly 2,000 worldwide. In this episode of Give an Ovation, Mark shares how lessons from football shaped his approach to franchising and what it takes to create a consistent, high-quality guest experience across the globe. &n...

2 months ago

17 minutes

Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates

How Drew Kimball of SpotOn Builds Loyalty Through Service and Tech

Send us a text Drew Kimball, Relationship Manager at SpotOn, joins Zack Oates to talk about what it really takes to build lasting relationships in hospitality. With over 15 years in B2B sales and a background in restaurants, Drew shares stories from his work with operators, his time as a game store owner, and how he helps brands improve guest experience, efficiency, and revenue. Zack and Drew discuss: Why relationship-building is Drew’s business superpowerThe four “core” pillars every restaur...

4 months ago

17 minutes

Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates

Live from the National Restaurant Association Show

Send us a text Zach takes the Ovation mic to the streets of Chicago for a special edition of the Two Question Podcast, recorded live at the National Restaurant Association Show. From tech innovators to restaurant operators, leaders across the industry answer two key questions: what should restaurants focus on over the next 12 months, and what tactics can improve the guest experience? You’ll hear quick insights, real-world tips, and recurring themes around data, human connection, and of course...

4 months ago

27 minutes

Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates

From Gas Stations to 3,400 Units: Alice Crowder at Krispy Krunchy Chicken

Send us a text Alice Crowder, CMO of Krispy Krunchy Chicken, joins Zack Oates to break down how the brand grew to nearly 3,400 locations without traditional franchising. From gas stations to guest experience strategy, Alice shares how high-quality food, grassroots marketing, and authentic partnerships drive brand love and repeat visits. Zack and Alice discuss: Why quality, value, and craveability win in any locationHow to grow using micro-influencers instead of ad budgetsThe power of authenti...

4 months ago

19 minutes

Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates

Michael Lukianoff of SignalFlare on Using AI to Drive Smarter Restaurant Strategy

Send us a text Michael Lukianoff, CEO of SignalFlare, joins Zack Oates to unpack the restaurant industry's biggest data challenges and opportunities. From AI-driven decision-making to understanding local market dynamics, Michael explains how restaurants can stay ahead in a crowded, fast-changing landscape. Zack and Michael discuss: Why restaurant growth is outpacing population growthHow to make sense of complex guest data without loyalty programsWhy local market dynamics are more important th...

5 months ago

16 minutes

Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates

Russ Hawkins of Agilence on Using Data to Improve Guest Experience

Send us a text Russ Hawkins, CEO of Agilence, joins Zack Oates to break down how restaurant operators can use data to improve guest experience, boost loyalty, and align teams. With a background spanning telecom, retail, and hospitality, Russ shares practical strategies for avoiding waste, tracking behavior, and turning missed expectations into long-term relationships. Zack and Russ discuss: Why personalization is the new loyaltyHow to align the boardroom with the back-of-houseUsing data to im...

5 months ago

14 minutes

Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates

Serving Hospitality for 75 Years: Ralph Lewis of Okeechobee Steakhouse

Send us a text Ralph Lewis, CEO and third-generation owner of Okeechobee Steakhouse, joins Zack Oates to share the secrets behind one of Florida’s most iconic dining institutions. From 75 years of legacy service to 350,000 free birthday steaks, Ralph dives into how family values and consistent hospitality drive lasting guest loyalty. Zack and Ralph discuss: What it means to deliver true hospitality, not just serviceHow Ralph’s team creates “wow” moments with steak and dessert traysWhy every t...

5 months ago

16 minutes

Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates

From 16 to 75 Locations: Eric Robison’s Growth Journey at Rock N' Roll Sushi

Send us a text Eric Robison, developer and multi-unit owner at Rock N' Roll Sushi, joins this episode of Give an Ovation to break down how the brand has grown from 16 to 75+ units and what it takes to get guests back through the doors. From creating a fun, high-energy dining experience to transforming guest feedback into operational change, Eric shares how his team makes sushi dining loud, vibrant, and unforgettable. Why retention beats new trafficHow COVID shifted guest service culture...

5 months ago

15 minutes

Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates

Barry McGowan of Fogo de Chão on Climbing the Ranks in Hospitality

Send us a text 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 ma...

5 months ago

18 minutes

Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates

Inside 3Natives: Anthony Bambino’s Guide to Sustainable Growth

Send us a text 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 equityThe secret...

5 months ago

18 minutes

Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates

How Savory Fund Powers Guest Experience at Scale with Josh Boshard

Send us a text 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 e...

5 months ago

21 minutes