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PODCAST

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

business marketing

All Episodes

17:06

How Original ChopShop Keeps Guests Coming Back with...

Give an Ovation: The Restaurant Guest Experience... ·

2024/09/06

Send us a textIn 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 ...

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17:01

Sucré's Secret Sauce with James Vitrano

Give an Ovation: The Restaurant Guest Experience... ·

2024/09/05

Send us a textCreating 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 le...

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22:49

Empowering Women in Restaurants and Business with...

Give an Ovation: The Restaurant Guest Experience... ·

2024/09/04

Send us a textIn 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, ...

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18:42

The Sixth Love Language (Food) with Christian Lee

Give an Ovation: The Restaurant Guest Experience... ·

2024/09/03

Send us a textFlame 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 th...

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17:48

Location, Location, Location, with Brandy Blackwell...

Give an Ovation: The Restaurant Guest Experience... ·

2024/08/23

Send us a Text Message.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 p...

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19:26

From Farmer to Restaurateur: Scott Henderson's Salad...

Give an Ovation: The Restaurant Guest Experience... ·

2024/08/19

Send us a Text Message.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 succes...

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16:58

From Lost to Loyal: Winning Back Your Customers with...

Give an Ovation: The Restaurant Guest Experience... ·

2024/08/16

Send us a Text Message.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 example...

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15:43

Jill Raff on the Power of Employee Investment

Give an Ovation: The Restaurant Guest Experience... ·

2024/08/14

Send us a Text Message.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. 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" ...

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22:13

Turning Failure into Success: Perry Rogers on...

Give an Ovation: The Restaurant Guest Experience... ·

2024/08/08

Send us a Text Message.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, 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, an...

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24:13

Improving Operations Through Relationships with Chris...

Give an Ovation: The Restaurant Guest Experience... ·

2024/08/06

Send us a Text Message.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 c...

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25:15

The Legendary San Pedro Fish Market Story with...

Give an Ovation: The Restaurant Guest Experience... ·

2024/08/01

Send us a Text Message.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 ...

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17:33

Personalized Experiences: Insights from Jason Ganahl...

Give an Ovation: The Restaurant Guest Experience... ·

2024/07/29

Send us a Text Message.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 behin...

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17:26

The Power of People: Matt Rolfe on Hospitality...

Give an Ovation: The Restaurant Guest Experience... ·

2024/07/25

Send us a Text Message.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!

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27:01

From Busboy to President: George Kalogridis Shares...

Give an Ovation: The Restaurant Guest Experience... ·

2024/07/23

Send us a Text Message.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!

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22:07

The Power of Authentic Engagement in Restaurants with...

Give an Ovation: The Restaurant Guest Experience... ·

2024/07/18

Send us a Text Message.On this episode, authenticity takes the spotlight as we explore what it means to provide genuine care and high-quality service in the hospitality industry with Ken McGarrie and Mark Braver of Fifty/50 Consulting.Listen to an inspiring story from a West Coast resort that showcases the power of meticulous staff training in creating sincere guest interactions. We also shed light on the challenges small, family-run restaurants face when expanding, stressing the importance o...

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17:20

How to Use Direct Mail with Kevin Slaughter of...

Give an Ovation: The Restaurant Guest Experience... ·

2024/07/15

Send us a Text Message.Today we're learning about an often overlooked restaurant marketing channel, direct mail. Kevin Slaughter, Director of Operations at Mailwise Solutions debunks the myth that direct mail is a relic of the past, proving its remarkable ROI in 2024. Discover why consistency trumps one-time mail blasts and how sending menus three to four times a year can keep your pizzeria at the forefront of customers' minds, fostering repeat business and steady sales growth.Learn how to bl...

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16:32

Consistency and Culture: Andy Rebhun of CAVA on...

Give an Ovation: The Restaurant Guest Experience... ·

2024/07/11

Send us a Text Message.Join us on this episode of Give an Ovation as we welcome back Andy Rebhun, the Chief Experience Officer at CAVA. With a rich background in leadership roles at Ford Motor Company, McDonald's, and El Pollo Loco, Andy shares invaluable insights into the restaurant industry's best practices. We dive deep into the importance of consistency, culture, and authenticity in creating exceptional guest experiences. Whether you're a small restaurant brand or a large chain, Andy...

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20:39

Mastering Hospitality Marketing with Marlo Fogelman

Give an Ovation: The Restaurant Guest Experience... ·

2024/07/09

Send us a Text Message.In this episode of Give an Ovation, Zack Oates sits down with Marlo Fogelman, the Founder and CEO of Marlo Marketing. With a unique background that combines marketing expertise and a law degree, Marlo shares her insights on the intricacies of hospitality marketing, the importance of making guests feel welcome, and the small but impactful gestures that elevate the guest experience. From leveraging technology to personalized communication, Marlo discusses strategies that ...

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23:56

The Balancing Act of Cost and Revenue in Hospitality...

Give an Ovation: The Restaurant Guest Experience... ·

2024/07/03

Send us a Text Message.In this episode of Give an Ovation, Tim Murphy, CEO of Boomers Parks and Big Kahuna's, shares his extensive experience in turning around businesses. From his days at Walt Disney World to managing financial turnarounds at various restaurant chains, Tim provides valuable insights into understanding financials, improving guest experiences, and leveraging team dynamics to drive success. Tune in to learn strategies for balancing costs, increasing revenue, and creating memora...

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24:13

Unlocking the Power of Relationships with Patrick Ewers

Give an Ovation: The Restaurant Guest Experience... ·

2024/07/01

Send us a Text Message.In this episode of Give an Ovation, we sit down with Patrick Ewers, CEO and founder of MindMaven, an executive coaching firm that has transformed leaders from top companies like Reddit, Roblox, and Sequoia Capital. Patrick shares his insights on the importance of investing in relationships, leveraging time efficiently, and the powerful role of engagement managers. Tune in to learn how to enhance your guest experience and build stronger connections with your team and cus...

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406 results

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