Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates
Give an Ovation: The Restaurant Guest Experience Podcast is your backstage pass to the minds of hospitality leaders, innovators, and operators who are redefining what it means to serve. Hosted by Zack Oates, founder of Ovation, each episode dives into real-world tactics and inspiring stories from restaurant pros who know how to create five-star guest experiences—both in-store and off-premise.From fast casual to fine dining, catering to curbside, learn how to drive loyalty, empower your staff, and deliver hospitality that hits home. Whether you're a restaurant owner, operator, marketer, or tech partner, this podcast will leave you with practical in...
Why Blaze Pizza Believes Personalization Is the Future of Hospitality with John Owen
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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 res...Jim Mazany of P.F. Chang's on Building Memories, Not Just Meals
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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 hosp...How This Restaurant CEO Tracks 150 Stores Without Setting Foot in Them
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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...The Secret Behind Viral Restaurant Content with Sullivan Finlay
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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 res...Sharon Arthofer of SIP Fresh Juice on Turning Samples Into Loyal Guests
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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, qual...Features vs Products: What Restaurant Leaders Keep Getting Wrong with Atul Sood of Curry Up Now
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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 re...The Brand That Made Messy Tacos Go Viral with Lance Salsman
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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 connec...The Slow Build That Turned Dog Haus Into a National Brand with Michael Montagano
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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 strate...Why Guest Reviews and Profitability Go Hand in Hand with Adam Sanders at Killer Burger
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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 Creat...The Secret Behind a 4.9 Rating with Derrick Hayes of Big Dave’s Cheesesteaks
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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 driv...Why the Floor Matters More Than the Ceiling with Anthony Valletta of bartaco
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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...Building an 80-Year Brand That Still Feels Personal with Jennifer Schuler of Handel’s Homemade Ice Cream
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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...Turning a Simple Bagel Into a Premium Experience with Tom Selementi of Spread Bagelry
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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...Why Bold Brands Win Big with Pinky Cole of Slutty Vegan
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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...The Real ROI Is Your General Manager with Melissa Doolin-Koehne of Elevate Four
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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 industryThank...
How to Compete in a Crowded Pizza Market with David Cole of i Fratelli Pizza
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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 expan...What Every Great Restaurant Brand Gets Right with Scott Shotter of Teriyaki Madness
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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-f...AI Isn’t Coming, It’s Already Here with Sterling Douglass of Chowly
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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...The CPG vs Restaurant Debate Settled by Jeff Galletly of Brooklyn Dumpling Shop
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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...From Starbucks Data to Restaurant Impact, Will Stewart of RightWork
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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 exper...Why Being Right Doesn’t Matter in Hospitality with Kevin Boehm of Boka Restaurant Group
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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 operatorsThanks, Kevin!
Lin...
The Secret Behind Stonefire’s 5,500-Person Catering Machine with David Youngberg and Matt Calabrese of Stonefire Grill
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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 dec...Building a Breakfast Brand That Wins the Morning with Jessica Serrano of Bagel Brands
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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 doi...Teaching Through Food Content with Steven Droulis of Resto Vivaldi
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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...
Why Celebration Matters in Restaurant Leadership with Chris Gannon of Bolay
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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...
Turning Seafood Steam Pots Into a National Brand with Danielle Mahon of Topsail Steamer
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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...
The Persistence Behind a 12 Year Restaurant Journey with Kyle and Maggie Gordon of Dillas Quesadillas
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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...
Turning Food Allergy Chaos Into Clarity with Dylan McDonnell of Foodini
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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...
Building Breakout CPG Brands with John F. Maggio of JM Enterprises
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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 ho...
Moving the Needle with People with Brandon Batt of The Tabletop Group
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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 peopl...Fear Is a Clue, Not a Crutch with Dan Simpson of Taziki's Mediterranean Cafe
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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 pr...
How Leaders Make Better Decisions Through Alignment with Fred LeFranc and Kristina Wiltsee
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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 duri...Why Easy, Effective, and Enjoyable Wins the Guest Experience with Chris Stevenson of The Empower Group
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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...Making AI Practical in Restaurants with Carl Orsbourn of Invisible
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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 exper...How Investors Really Evaluate Restaurant Brands with Brian Fauver of Hargett Hunter Capital Management
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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...Building a Global Beverage Brand with Geoff Henry of Gong cha
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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...
Why Real Food Wins with Andrew Pudalov of Rush Bowls
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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 BowlsWhy Andrew left Wall Street to build something meaningfulWhat sparked Andrew’s shift from finance to...The Future of Fast Casual with Frank Paci of Newk’s Eatery
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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...Using Feedback to Stay Competitive with Gregory Zamfotis of Gregorys Coffee
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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...Building Tech that Serves People with Brianne Harvey of Break Bread Consulting
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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 ordersThanks, Brianne!<...
