Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates
An ad free resource for restaurateurs! Over 100 episodes and a new episode every Monday. Listen in to learn from industry leaders how to grow your restaurant, improve your guest experience, turn your customers from strangers to friends, and to leverage data and marketing tools to increase your revenue.
Behind the Growth of Bushfire Kitchen with Oliver Barwin
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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.
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Baking Joy Into Every Bagel with Jeff Perera
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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 d...
Craveable Brands Done Right with Lawrence Longo
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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...
Real Connections, Real Results with Yasaman Stewart
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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 motivationTune in to hear...
Turning Insight Into Action with Kendall Ware
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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 LinkedInStrengthening franchisee and franchisor relationshipsTurning convenience into long-term guest connectionUsing data to uncover and fix operational gapsAdapting brand standards to local market needsTune in to hear how Kendall’s peop...
Operational Clarity Wins with Sebastian Stahl
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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 marketingHow to plan campaigns instead of winging themThe role of tech in enhancing guest experienceWhy every touchpoint shapes brand pe...What Truly Creates Restaurant Magic with Troy Guard
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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 restaurantHow to scale a brand while staying true to its soulThe power of mentorship and opening doors for othersWhy hospitality is more than food—it’s emo...Rewiring Customer Perception with Melissa Hughes
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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 perceptionWhy noise can ruin a meal regardless of food qualityThe power of thoughtful responses to negative reviewsWhy most feedback contains hidden truthHow service recovery can create more loyal guestsHow personalization and empathy influence customer retention<...Culture That Connects with Chris Schultz
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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 creativityEmpowering team members to deliver standout guest experiencesTurning failures into conversation starters and brand loyaltyWhy engagement and heart matter more than speedBuilding human connection in every guest interactionTune in to hear how Voodoo Doughnut keeps the magic alive while scaling the brand....
Authenticity by Design with Shaz Khan of Tono Pizzeria + Cheesesteaks
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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 truthfulnessBalancing scale with authenticity and community feelHow tech tools like Ovation and Marqii elevate guest feedback and insightsResponding to every online review with empathy and intentionWhy real conversations with local...Running a Profitable Restaurant Without Being Trapped in It with David Scott Peters
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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 effectivelyThe simple way to document systems without extra workHow anticipating guest needs creates better hospitalityThe key to...From Brand Voice to Guest Experience with Stacey Kane
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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 successThe origin story approach to uncovering a restaurant’s mission and visionHow multi-generational guests demand more than a one-size-fits-all experienceTactical marketing ideas that can be...Frictionless Ordering & Smarter Tech with Johnathan Chen
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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 todayHow to reduce friction in the ordering processWhy si...Five-Star Strategies for Restaurant Success with Michael Halen
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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...How Genuine Hospitality and Guest Engagement Drive Restaurant Success with Julie Zucker
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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 interactionsHow technology enhances hospitality without replacing itThe role of staff engagement in brand growthWhy guest feedback is crucial for restaurant...Lessons from a Hospitality Marketing Veteran with Mitch Baker
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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...The Future of Hospitality Marketing with Erin Levzow
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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<...
People-First Hospitality with Jennifer Dodd
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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 businessThe power of customization and how it impacts guest experienceHow technology can enhance service without replacing the human elementThe tragedy of disengagement in the workforce and how to fix itThe importance of employee trust, autonomy, and...The Secret to Consistent Success with Joseph Sample
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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 excellenceWhy having one standard is critical for consistencyHow autonomy and trust improve both team and guest experiencesHiring tactics to identify top-performing restaurant leadersSimple changes that el...Building Purpose-Driven Brands for a Sustainable Future with Seth Goldman
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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:
Tech, Guest Experience, and Growth with Ming-Tai Huh
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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 touchKey lessons from the restaurant world that translate into successful tech leadershipHow to approach restaurant technology with a pr...From Food Truck To Food Phenom with Andrew Dana
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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 businessHow authenticity and community drive brand successThe key elements of delivering a memorable guest experienceWhy employee happiness is crucial for customer satisfactionThe strategies behind scaling without losing brand identity...
The South Block Story with Amir Mostafavi
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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...Innovative Concepts and Flavors with Abney Harper
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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 ExcellenceHow Abney turned a $50 pasta dish into an accessible yet premium quick-service exp...
Empowering Teams, Perfecting Chicken with Jason & Etkin
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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 successThe importance of pride in food quality an...Craft, Culture, and Guest Connection with Rick Malir
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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 empireThe key role emotional connection plays in guest loyaltyWhy investing in your team leads to better guest experiencesBalancing technology with genuine hospitalityLessons from scaling a bootstrapped...From Family Legacy to Franchise with Austin Titus
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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 spaceWhat Austin looks for in franchise brands and the value of a proven categoryHow Cannoli Kitchen combines traditional flavors with a fresh approach to hospitalityStrategies for...Creating a Culture that Rocks with Jim Knight
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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 cultureHow to create a guest experience that truly resonatesThe significance of accountability and setting clear expectations for team membersWhy investing in talent...Inside the Digital Kitchen Revolution with Markus Pineyro
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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 rede...From Deli Dreams to Salad Empires with Joey Cioffi
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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 feel...Empowering Franchisees and Employees with Doug Willmarth
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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 worldHow empowering employees to "own" their restaurant can dramatically improve both operations an...Personalization in Hospitality Revealed with Sherif Mityas
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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 brandsHow to tailor guest experiences based on the occasion (dine-in, takeout, or drive-thru)The importance of consistency and loyalty in creating lasting customer rela...Simplifying Restaurant Tech with Neal Parisawan
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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 technologyHow tech should simplify restaurant operations and free up staff to focus on hospitalityThe critical role of building relationships with guests in today’s dining environmentNeal’s unique approach to staff training, fostering a culture of continuous improvementHow to leve...Humility, Speed, and Personalization with Blaze Pizza CEO Beto Guajardo
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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 downHow Blaze Pizza is innovating with guest customization, both in-store and at homeThe critical role of speed and personalization in fast-casual diningThe po...An Unreasonably Good Episode with Will Guidara
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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:Â
Mastering Restaurant Grand Openings with Richmond Green
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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...
Boosting Guest Experience and Sales: Strategies from Toast’s CMO Kelly Esten
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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 usin...
Mastering Iconic Restaurant Experiences: Chef Glenn Rolnick on Carmine's and Virgil's Success
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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 es...
How to Win the Restaurant Game: Insights from Peter Romeo
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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!
Easy, Breezy Guest Experiences with Melissa Cummings of Tropical Smoothie Cafe
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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 last...
