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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

17:40

Building a Global Beverage Brand with Geoff Henry of...

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

2026/01/05

Send us a text 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 ...

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19:37

Why Real Food Wins with Andrew Pudalov of Rush Bowls

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

2025/12/22

Send us a text 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 somethi...

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18:33

The Future of Fast Casual with Frank Paci of Newk’s...

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

2025/12/18

Send us a text 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&...

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27:45

Using Feedback to Stay Competitive with Gregory...

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

2025/12/15

Send us a text 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 Droppin...

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18:10

Building Tech that Serves People with Brianne Harvey...

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

2025/12/11

Send us a text 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&nb...

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17:04

Connection Over Perfection with Kayla Dillon

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

2025/12/08

Send us a text Zack sits down with Kayla Dillon, fractional CMO and brand consultant, to talk about why guest expectations have shifted from hospitality to humanity. Kayla explains how to pick technology that fits, set it up the right way, and connect ops, marketing, and tech so the guest actually feels known. They dig into loyalty, behavior based rewards, and the role of AI in making personalization practical. Zack and Kayla discuss: Human connection over perfection Choosing tech ...

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17:04

Empower Your Team, Elevate Your Guests with Geoffrey...

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

2025/12/04

Send us a text Zack sits down with Geoffrey Toffetti, CEO of Frontline Performance Group, to talk about why the guest experience can never exceed the employee experience. Geoffrey explains how clear standards, consistent measurement, and coachable behaviors turn service into revenue. He shares practical ways to set expectations, train for the right language, and use recognition and incentives that actually drive results. Zack and Geoffrey discuss: Frontline culture as the brand experien...

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19:31

Founder Spirit to Scalable Systems with Peter...

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

2025/12/02

Send us a text Zack sits down with Peter Gaudreau, CEO of Tacodeli, to talk about scaling a beloved founder-led brand while protecting what matters most. Peter shares how ingredient integrity, empowered managers, and thoughtful packaging make hospitality show up both on premise and off. A real service recovery story shows what guest care looks like in action and how feedback fuels better leadership. Zack and Peter discuss: Balancing founder DNA with growth Why ingredient qual...

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21:48

From Brand DNA to Guest Love with Melissa...

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

2025/11/24

Send us a text Zack sits down with Melissa Richards-Person of Third Arm Consulting to unpack brand DNA and why it is the root of lasting guest experience. From Papa John’s transformation to creating signature moments guests remember, Melissa shares how clear voice, authentic behavior, and fast service recovery turn problems into loyalty. Zack and Melissa discuss brand DNA, founder led brands, garlic sauce lessons, the peak end rule, and how real time feedback can coach teams while winning bac...

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16:09

Bringing Brazilian Flavor to NYC with Pedro Uchôa of TAP

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

2025/11/20

Send us a text Zack sits down with Pedro Uchôa, founder and CEO of TAP, the Brazilian fast casual bringing bold flavor and genuine hospitality to New York and Miami. They discuss TAP’s Perfect Pitch win, the importance of culture-driven leadership, and how small personal touches create big loyalty. Zack and Pedro discuss: Authenticity that guests can feel Personalization at the counter and beyond Fast casual speed in a New York minute Feedback loops that level up managers...

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18:11

Detect, Then Train: Rachael Nemeth of Opus Training...

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

2025/11/17

Send us a text Zack Oates sits down with Rachael Nemeth, CEO of Opus Training, to talk about turning frontline training into real-time performance. Rachael explains why most brands don’t have a completion problem — they have an adoption problem — and how Opus makes training inclusive with instant mobile access and automatic translation. She shares how Opus pairs with Ovation to detect issues early and push targeted refreshers before they become revenue problems. Zack and Rachael discuss: Trai...

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19:05

From Fast Food to Full-Service Success with Jay Bandy...

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

2025/11/13

Send us a text Restaurant value is not a price point. It is the experience. In this episode, Zack sits down with Jay Bandy, President at Goliath Consulting Group, to unpack what guests really buy and how teams can deliver it consistently. With nearly four decades in foodservice, Jay shares the practical foundations that still work: hire for warmth, train relentlessly, and build a culture guests can feel. Zack and Jay discuss: Why value equals price plus experienceHiring signals that predict g...

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16:49

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

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

2025/11/10

Send us a text Zack Oates welcomes Brock Weeks, CEO of Savi, to talk about using AI to measure and improve in-store guest experiences. Brock explains how Savi 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 “ti...

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23:26

Arjun Sen of ZenMango on Earning the Second Visit,...

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

2025/11/06

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...

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16:22

James Bonanno of Upstream Hospitality on The Power of...

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

2025/11/03

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...

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17:53

Eric Knott of Tiki Taco on Turning Feedback into Action

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

2025/10/30

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...

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18:24

Building a Fierce Yet Friendly Brand with Amanda...

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

2025/10/27

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...

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20:16

How Haven Hot Chicken Builds Loyalty with Jason...

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

2025/10/06

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...

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19:19

Paul Damico of Global Franchise Group on What Really...

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

2025/09/29

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...

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22:59

John Laun of Earthbar on Using AI and Feedback to...

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

2025/09/22

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 ...

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405 results

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