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

Send us Fan Mail Why should all of us care if restaurants are adopting a big-picture strategy? Sure, Mcdonald's should have a strategy team, if not an entire department. But let's get real - say you've got 14 locations. How do you justify having someone as talented and expensive as Jared Cohen ? Jared and Zack explored this on the podcast this week and we learned how he's taken...

Send us Fan Mail Today's episode is with Matt Tucker,  a titan in the industry who was formerly the President and COO of Olo, and is now the Head of Tock.  Matt and Zack discuss:  The 'cockroach' strategy—a testament to the relentless hustle required to weather the tempests of industry uncertainties Ben Horowitz's "The Hard Thing About Hard Things" Matt's insight...

Send us Fan Mail Today's episode is with the  CEO of Big Chicken and Beer Park, Josh Halpern, from whom we learn all about the good and the hard that comes from a star-backed brand. Sure, Shaq can bring them in. But how do you get them to stay? Stay tuned to find out, and learn some valuable lessons about loyalty for your restaurant.  Thanks, Josh!

Send us Fan Mail Imagine treating every diner like Grandma – with warmth, affection, and a genuine concern for their experience. That's the philosophy Andy Husbands, the acclaimed chef behind Smoke Shop BBQ and the author of "Pitmaster," brings to our table in an eye-opening discussion about the transformative power of hospitality in the restaurant world. Andy peels back the layers...

Send us Fan Mail Our episode today is a heartfelt conversation with the powerhouse behind Giving Kitchen, where we uncover the incredible journey that led Jen from personal tragedy to the founding of an organization that's the embodiment of hope for food service workers facing crisis. Through Giving Kitchen, Jen and her team have turned the tables on misfortune, offering over $11 million in a...

Send us Fan Mail Ever wonder how Chick-fil-A became a byword for customer service excellence? Brian Klinger from Comcast joins us to unravel the secrets behind blending technology with the human touch to create unforgettable restaurant experiences. We discuss common industry challenges, like upsizing checks and staff shortages, and how companies like Chick-fil-A stand out by putting care at the fo...

Send us Fan Mail Is leadership an art or a science? Sam Fauser, the guru of team training and development who's left a mark on Domino’s and NASCAR, joins us to explore this intriguing terrain. Together, we pull back the curtain on the evolution of leadership, challenging long-standing myths about 'lazy' generations and discussing the importance of recognizing diverse perspectives an...

Send us Fan Mail In this episode, Max Sheets, Founder & CEO of Chick N Max, peels back the curtain on melding cutting-edge data analytics and AI with the indispensable art of site visits to pinpoint the perfect spot for a thriving restaurant. Whether it's the buzz in the kitchen or the welcome at the door, Max reveals how a deep understanding of the local market's heartbeat is what t...

Send us Fan Mail This episode has a lot of... hart.  Discover the art of building a brand that shines on its own, even when it's linked to the dazzle of a celebrity like Kevin Hart. Join us as Andy Hooper, CEO of Hart House, opens up about the delicate dance of leveraging star attraction while ensuring that the brand's essence captivates and retains customers. When Kevin's name draw...

Send us Fan Mail Jennifer Ryan is the restaurateur behind BlueRoot, a seemingly rare example of healthy, tasting eating in Alabama. She's also the Co-Founder and CEO of Croux,  an online marketplace that connects vetted talent with flexible work opportunities.  On this episode, Jennifer walks us through creating a culture of "yes" at BlueRoot, where the answer to a customer's r...

Send us Fan Mail Prepare to be enlightened by Carin Stutz, a hospitality giant whose restaurant industry experience serves as the backbone of today's conversation. Her tenure at the helm of industry giants like Wendy's and Applebee's has made her a veritable oracle of career wisdom. For anyone dreaming of a hospitality career that leaves a lasting impact, Carin’s insights into opera...

Send us Fan Mail Tune in to this week's episode with Michael McHenry, the mastermind behind The McHenry Group, as he joins us to unravel the intricacies of curating dining experiences that linger after the last bite. Michael shares his creative journey, revealing the fusion of tradition and innovation that goes into each menu item's conception, ensuring that it not only delights the pala...

Send us Fan Mail Uncover the secrets behind the scenes of the restaurant world with David Doty, the financier turned hospitality expert. Our conversation peels back the curtain on the meticulous craft of curating a five-star guest experience, revealing the heart and soul that transform a meal into an enduring memory. David imparts his unique perspective on steering iconic establishments to new hei...

Send us Fan Mail Unlock the secrets behind the fast-food revolution with Eric Knott, COO of PDQ, as we discuss the art of enhancing the guest experience in the bustling restaurant industry. Learn how PDQ's dedication to quality goes beyond mouthwatering meals, delving into the heart of their team dynamics and community engagement. As we examine the ripple effects of business practices on both...

Send us Fan Mail Discover the secret sauce behind creating an unforgettable guest experience with Laura Ray Dickey, the CEO of Dickey's BBQ Pit. Dickey's BBQ is a legacy brand that began in 1941. In this episode, Laura pulls back the curtain on what it takes to serve up mouthwatering barbecue and lays bare the critical decisions that shape a beloved brand. On this episode, you'll le...

Send us Fan Mail Unlock the secrets of social media stardom with Cereal Killerz Kitchen Owner, Chris Burns.  Chris dishes out the recipe for creating content that not only tickles the taste buds but also captures the hearts of over a million followers. Step into the vibrant hustle of Las Vegas Strip marketing, where Chris Burns navigates the transient tides of customers with a shrewd social media...

Send us Fan Mail Step into the dynamic world of hospitality as Jordan Cusner shares how he transitioned from musician to lawyer, and now guest insights as he executes enhanced dining experiences with data-driven creativity. Jordan reveals his philosophy on cultivating ideas and reflects on the industry's most mouth-watering advancements, this is an episode you don't want to miss! On this...

Send us Fan Mail Get ready because this week's episode dives into the booming industry of fast casual fried-chicken as we chat with Dave's Hot Chicken's powerhouse duo: Co-Founder/CBO Arman Oganesyan and CEO Bill Phelps. Arman's marketing ingenuity and Bill's strategic eye have catapulted Dave's Hot Chicken from a local curiosity to a national sensation.  On this epis...

Send us Fan Mail Welcome to our milestone 250th episode of the Give an Ovation podcast, where we have assembled an all-star panel of industry experts: 🎙 Kelly MacPherson, Union Square Hospitality Group 🎙 Shawn P. Walchef, Cali BBQ Media 🎙 David "Rev" Ciancio, Handcraft Burgers and Brew, Branded Hospitality Ventures, and... everywhere else basically 🎙 Geoff Alexander, Wow Bao 🎙 Christophe...

Send us Fan Mail Strap in as we journey through an insightful conversation with Dan Simons, Founder and Co-owner of Farmers Restaurant Group. As a leader in the business world, he underlines the importance of striking a balance – pushing employees to achieve their goals while also ensuring their mental well-being is prioritized.  On this episode, you'll learn from Dan about: Mental health in...

Send us Fan Mail Imagine dining in a world-class restaurant and, as an added bonus, enjoying a lively game of bowling or bocce right there. That's the winning recipe Dale Schwartz, Founder and CEO of Pinstripes, brings to the table. From his journey as a visionary entrepreneur to the inception of Pinstripes, Dale shares the ups and downs of his business adventure. On this episode, you'll...

Send us Fan Mail Experience a revealing conversation as we delve into the intricate world of diversity, inclusion, and belonging (DIB) in the restaurant industry with Dr. James Pogue. You'll gain a new appreciation for the importance of DIB and its role in enhancing productivity, igniting innovation, and strengthening collaboration. On this episode, you'll learn from James about:  DIBs ...

Send us Fan Mail Get ready to feast on some delicious insights as we sit down with Gus Malliaris, the  genius behind Detroit Wing Company and its rise from a singular location to 31 thriving branches. We unwrap the secrets behind Gus's  success underscoring the power of customer experience in the restaurant game. On this episode, you'll learn from Gus about:  Leader by example  Handling...

Send us Fan Mail Meet Joe Fontana, the charismatic owner of a successful chicken sandwich restaurant, Fry the Coop. With an unwavering commitment to enhancing the guest experience, Joe reveals how he's carved out a successful niche within the bustling chicken industry.  We tackle the tough topic of survival in a cut-throat market and the ever-changing restaurant industry trends. On this episo...

Send us Fan Mail Join us as we sit down with Troy Hooper, CEO of Hot Pallet America, the parent company of dining phenomenon, Pepper Lunch, and dive into the unique experience that sets them apart. Troy shares not only the intriguing locations of these restaurants but also his perspective on how to stand out in the food industry through exceptional hospitality, regardless of the restaurant type. O...