Give an Ovation

Send us a text Barry McGowan, CEO of Fogo de Chão, joins Zack to share his incredible rise from washing dishes to leading a global hospitality brand. With over 40 years in the industry, Barry dives into what real value means for guests, why customization and celebration matter, and how to scale culture while staying people first. He discusses the importance of consistency, how to use pricing as a tool for value not margin, and what every brand should do to stay competitive in today's market. Why hospitality is undergoing a renaissanceBarry's long-term pricing and value strategyHow Fogo trains for five-star serviceThe impact of tech vs. human capitalWho's leading hospitality innovation todayThanks to Barry for bringing the fire—literally and figuratively!Links:https://www.linkedin.com/in/barrymcgowan/https://www.linkedin.com/company/fogo-de-sh-aun/https://fogodechao.com/https://www.instagram.com/fogo/

Send us a textAnthony Bambino, founder and CEO of 3Natives, joins Zack Oates to share how he grew a 900-square-foot juice bar into a 50+ location health-focused brand. With no outside investment, Anthony emphasizes why slow, steady, and personal growth beats fast cash. He shares insights on creating memorable guest experiences, leading a tight-knit team, and empowering employees to deliver service that stands out.Zack and Anthony discuss:How 3Natives grew with zero private equityThe secret to keeping franchise culture strongWhy happy employees create loyal customersWhat Anthony learned from Unreasonable HospitalityWhy handwritten notes still matter in 2025Thanks, Anthony!Links:https://www.linkedin.com/in/anthony-bambino-a60b45315/https://www.linkedin.com/company/3natives/ https://www.instagram.com/3natives/ https://www.3natives.com/

Send us a textJosh Boshard, COO of Savory Fund, joins Zack Oates to talk about what it really takes to scale great restaurant brands. With a background in tech and an obsession for operations, Josh shares how momentum, team empowerment, and data-driven decisions shape unforgettable guest experiences. From system-wide A/B testing to feedback-fueled growth, this episode is a masterclass in modern hospitality leadership.Zack and Josh discuss:Why momentum is the most underrated part of guest experienceHow tech can elevate—not replace—hospitalityThe difference between one-off issues and systemic problemsWhy Savory uses guest data to empower, not punish, teamsThe importance of real-time visibility in multi-unit operationsThanks, Josh!Links: https://www.linkedin.com/in/joshboshard/ https://www.linkedin.com/company/savoryfund/https://www.instagram.com/savoryfund/ https://www.savoryfund.com/

Send us a textAmy Hom, CEO of Barcelona Wine Bar and a powerhouse leader in hospitality, joins Zack to share how she's created strong cultures and top-tier guest experiences across some of the industry's most iconic brands. From reducing turnover to building future leaders, Amy brings practical wisdom and contagious energy.Zack and Amy discuss:How culture drives results and retentionWhy team energy is the foundation of guest experienceHow to spot which “B players” can level upWhy feedback is the ultimate success filterThe operational must-haves she looks for at every brandHow gratitude and mindset fuel leadershipThanks, Amy!Links:https://www.linkedin.com/in/amyhom17/https://www.linkedin.com/company/barcelona-wine-bar/https://www.instagram.com/barcelonawinebar/https://barcelonawinebar.com/

Send us a textSebastien Silvestri, CEO of The Dinex Group, joins Zack Oates to share lessons from decades of global hospitality leadership—spanning Bora Bora, Vegas, Miami, and NYC. He dives into how restaurants can elevate the guest experience through entertainment, precision, and people-first operations. From value perception to theatrical dining, Sebastien shares why success starts with obsessed attention to detail and team care.Zack and Sebastien discuss:Why today's guests crave experiences, not just mealsHow theatrical touches like table-side service delight dinersWhy hospitality starts with taking care of your teamHow to deliver value at every price pointWhat consistency, cleanliness, and temperature say to a guestThe hiring mindset he uses to build passionate, people-loving teamsThanks, Sebastien!Links:https://www.linkedin.com/in/sebastiensilvestri/https://www.linkedin.com/company/danielbouludcollection/https://www.instagram.com/sebastiensilvestri/https://www.instagram.com/danielboulud/https://www.danielboulud.com/

Send us a textPete Mora, founder of Fajita Pete's, joins Zack Oates to share how a catering-first mindset transformed his brand from a full-service Tex-Mex restaurant into a thriving, multi-unit concept. Pete reveals how simplifying the model, building genuine guest relationships, and leading with care have been the keys to sustainable growth. He also discusses how small gestures—from handwritten notes to surprise gift cards—can create loyalty that no marketing campaign can buy.Zack and Pete discuss:How Fajita Pete's evolved from full-service dining to catering-first QSRWhy caring is the most scalable system in hospitalityHow to use small spaces as relationship-building showroomsThe secret to growing catering without sacrificing qualityWhy outreach and quick feedback loops are critical to repeat businessHow Ovation helps capture guest sentiment and drive better service Thanks, Pete!Links:  https://www.linkedin.com/in/pedro-pete-mora-605a37228/https://www.linkedin.com/company/fajita-pete's/https://www.instagram.com/fajitapetes/https://fajitapetes.com/

Send us a textAvery Ward, CEO of Little Italy Pizza, shares how he transformed his family's business from a small pizza shop into a multi-million-dollar restaurant group. In this episode, Avery talks about the power of content marketing, building lasting relationships with customers, and staying true to core values while innovating. From the “Slice of Life” series to the challenges of creating a great guest experience, Avery dives into what's worked for Little Italy and what's next on their journey.Zack and Avery discuss:Avery's journey from Apple Genius to CEOHow creating content helped Avery transform the culture at Little ItalyThe impact of "Slice of Life" series on employee and customer engagementWhy relationships with customers are key to success in the restaurant businessAvery's strategy for balancing technology and hospitality in a growing brandThe importance of doing the hard work consistently in businessThanks, Avery!Links:Follow Avery on LinkedIn Follow Little Italy on Instagram Visit Little Italy Website

Send us a textJane Abell, Executive Chairwoman and Chief Purpose Officer of Donatos Pizza, joins Zack Oates live to discuss how leading with love and purpose has fueled Donatos' growth and guest loyalty. Jane shares how a people-first mindset, innovation, and agape capitalism shape every decision, from store operations to franchise relationships. She also explains how Donatos blends automation with hospitality to preserve their soul while scaling. Her insights offer a roadmap for brands that want to grow without losing their heart.Zack and Jane discuss:How Donatos stays true to its family business roots while innovatingWhy Jane believes in building companies on the power of loveThe role of automation in enhancing—not replacing—hospitalityHow they balance modern convenience with memorable guest experiencesLessons from leading through ownership changes and rapid growthWhy investing in people leads to lasting guest loyaltyThanks, Jane!Links:https://www.linkedin.com/in/janeabell/ https://donatos.com/ https://www.facebook.com/DonatosPizza/

Send us a textBob Andersen, President of The Great Greek Mediterranean Grill, joins Zack Oates live at RLC to share how the brand delivers full-service hospitality in a fast-casual setting. Bob discusses the art of preserving authentic experiences while scaling rapidly, the role of franchisee relationships in sustainable growth, and why Mediterranean cuisine hits the sweet spot for today's diners. He also dives into the huge opportunity catering presents for restaurants who are ready to do it right.Zack and Bob discuss:How The Great Greek creates an elevated fast-casual dining experienceBuilding franchisee relationships based on shared valuesWhy Mediterranean cuisine is perfectly positioned for modern customersHow to scale catering while maintaining quality and brand identityTactics for improving off-premise guest experienceWhy timeless hospitality principles still win in a tech-driven worldThanks, Bob!Links:https://www.thegreatgreekgrill.com/https://www.linkedin.com/in/bobanderseneatgreek/

Send us a textRob Ertmann, President of Mo' Bettahs, joins Zack Oates live to share how the brand scaled from 22 to over 60 locations while staying true to its “be aloha” culture. Rob explains how simplicity, consistency, and operational focus helped Mo' Bettahs deliver great guest experiences at every stage of growth. He shares insights on training, culture preservation, and why handling mistakes the right way builds loyalty.Zack and Rob discuss:How Mo' Bettahs scaled without losing its aloha vibeWhy simplicity beats complexity when scaling a brandHow leadership stays connected by being present in storesHow guest recovery creates stronger loyalty than perfectionWhy responding fast to feedback is a competitive advantageTactics for maintaining food quality across rapid expansionThanks, Rob!Links:https://www.linkedin.com/in/rob-ertmann-61b93927/ https://www.mobettahs.com/ https://www.instagram.com/mobettahs/ https://www.linkedin.com/company/mo-bettahs/

Send us a textOliver 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.Zack and Oliver discuss:How Oliver went from investment banking to running restaurantsWhy Bushfire Kitchen rebuilt its entire tech stack from scratchThe importance of clean operations and guest experienceHow smart quoting and texting improve off-premise satisfactionUsing feedback tools to track and enhance table touchesTactics for creating lasting guest relationships in a competitive marketLearn how Oliver's approach to scaling Bushfire Kitchen combines heart, hustle, and hospitality.Thanks, Oliver!Links:https://www.linkedin.com/in/oliverbarwin/https://www.instagram.com/bushfirekitchen/ https://www.bushfirekitchen.com/ https://www.linkedin.com/company/bushfire-kitchen/

Send us a textJeff 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 discuss:Training teams to deliver genuine hospitalityKeeping growth grounded in community connectionWhy freshness and consistency are non-negotiableEmpowering staff to create memorable guest momentsHow small touches build big guest loyaltyTune in to hear how Jeff's people-first approach is rewriting what it means to scale with soul.Thanks, Jeff!Links:https://www.jeffsbagelrun.com/ https://www.instagram.com/jeffsbagelrun/ https://www.linkedin.com/in/jeffreyperera/

Send us a textLawrence 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, burgers, or cocktails, Lawrence shows how great guest experiences start long before the first bite.Zack and Lawrence discuss:Building craveable experiences guests can't forget Keeping operations simple while scaling multiple concepts Creating authentic hospitality instead of just transactions Balancing digital convenience with genuine guest care Why consistency and product obsession beat chasing trends Tune in to hear how Lawrence's people-first approach and passion for great food are redefining hospitality at every level.Thanks, Lawrence!Links:https://www.instagram.com/bigshot/ https://www.instagram.com/princestreetpizza/ https://www.instagram.com/irvsburgers/ https://www.instagram.com/thebarnextdoor/

Send us a textYasaman 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 how Yasaman's people-first approach is creating contagious excitement across brands.Thanks, Yasaman!Learn more:https://ovationup.com/https://www.linkedin.com/in/yasamanstewart/

Send us a textKendall 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 people-first approach is shaping the future of hospitality.Thanks, Kendall!Learn more: https://ovationup.com/https://kendallware.com/Kendall Ware - Linkedin

Send us a textSebastian 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 perceptionHow to scale hospitality with the right peopleThe connection between employee and guest experienceTune in to hear Sebastian's operations-first take on restaurant marketing and how structure creates standout experiences. Thanks, Sebastian!

Send us a textChef 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 emotionHow to keep concepts fresh without losing consistencyWhy feedback and change go hand in handTune in to hear how Troy's people-first philosophy creates lasting guest impressions and sustainable growth. Thanks, Troy!

Send us a textDr. 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 retentionTune in to hear how Melissa's brain-based insights can transform the way you handle feedback and build guest loyalty. Thanks, Melissa!

Send us a textChris 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. Thanks, Chris!

Send us a textShaz 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 restaurant owners matter mostTune in to hear how Shaz's integrity-first approach is shaping the future of fast casual hospitality. Thanks, Shaz!

Send us a textZack 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 stepping back from daily operations and making more moneyFollow David Scott Peters: DavidScottPeters.com Restaurant Prosperity Formula Podcast YouTube

Send us a textZack 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 implemented immediatelyThe importance of leveraging existing vendor capabilitiesFolow Stacey:https://www.linkedin.com/in/staceylkane/Thanks, Stacey!

Send us a textOn 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 simplicity is the key to a great guest experienceThe impact of too many disconnected tools in restaurant operationsHow top brands are using technology the right wayFollow Johnathan Chan & 5&5:Website: https://5and5.com/LinkedIn: Johnathan ChenThanks, Johnathan!

Send us a textOn 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 a restaurant analyst and industry forecastingWhich brands are thriving vs. struggling post-pandemicWhy value perception goes beyond just priceHow operational excellence drives guest experienceThe importance of consistency in restaurant successFollow Michael Halen:LinkedIn: Mike HalenTwitter: @mikehalenChopping It Up Podcast: Listen HereThanks, Michael!

Send us a textZack 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 successJulie's journey from restaurant marketing to industry leadershipFollow Julie and Branded Strategic Hospitality:https://www.linkedin.com/in/julie-zucker-41895b2/https://brandedstrategic.com/

Send us a textMitch 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 marketing with operations.Best practices for omnichannel brand messaging.Why guest experience hinges on service and accuracy.Tune in to hear how Mitch's insights on marketing, operations, and guest experience can help your restaurant thrive!Thanks, Mitch!

Send us a textIn 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 needsThe power of consistency in building customer loyaltyHow technology can enhance emotional connections rather than replace themThe importance of meeting guests where they are—both digitally and in personWhy marketing and technology teams must work together for true successHow brands like Wingstop evolved their messaging to better connect with customersTune in to hear Erin's expert take on guest experience, marketing innovation, and the future of hospitality tech!Thanks, Erin!

Send us a textIn 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 culture in driving successInnovative solutions Main Squeeze Juice Co. is rolling out to improve guest engagementTune in to hear how Jennifer's insights on culture, leadership, and guest experience can help your restaurant thrive!Thanks, Jennifer!

Send us a textIn 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 elevate the guest experience, like redefining rolesTune in to hear how Joe's leadership style and operational insights have helped Crave Management Group thrive in a competitive industry!Thanks, Joe!

Send us a textIn 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:How Seth transitioned from politics to entrepreneurship to drive lasting changeThe story behind Honest Tea, its evolution into Just Ice Tea, and the focus on transparency and qualityWhy PLNT Burger empowers customers to invest and participate in its growthThe importance of offering inclusive menu options to delight diverse guestsHow purpose-driven brands can make a real impact on health and the planetTune in to hear how Seth's vision and leadership continue to inspire and transform the food and beverage industry!Thanks, Seth!

Send us a textIn 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 problem-first mindset rather than a solution-first approachThe importance of feedback loops in creating an exceptional guest experienceStrategies to balance expansion and maintaining quality across multiple locationsTune in to hear Ming's insights on how restaurants can leverage technology while staying true to their hospitality roots and delivering unforgettable guest experiences.Thanks, Ming!

Send us a textIn 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 identityTune in to hear how Andrew's bold moves and dedication to hospitality have turned his dream into a growing culinary empire!Thanks, Andrew!

Send us a textIn 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 thriving 17-location brand with a purpose-driven mission. The Power of Guest Experience: Why focusing on guest feedback is Amir's number one KPI and how it drives South Block's success.Quality Without Compromise: How South Block maintains authenticity and premium quality in their açaí bowls and juices while scaling operations.Using Feedback to Innovate: The role of technology, pre-ordering systems, and smart workflows in improving guest experience.Leadership Through Culture: Amir's commitment to creating meaningful career paths and fostering a supportive company culture.Tune in to discover how Amir Mostafavi is blending community-building, exceptional products, and heartfelt hospitality to redefine what it means to be a mission-driven brand.

Send us a textIn 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 experience.The Magic of Details in Guest ExperienceWhy everything from custom bronze-cut pasta to perfect table heights makes a difference in how guests experience a restaurant.Hospitality Rooted in Human ConnectionHow kindness, warmth, and personal interactions build lasting customer loyalty.Design That Enhances the BrandHow Abney's background in fashion and interior design inspired Prima Après' stylish, inviting spaces.Lessons in Restaurant Innovation and GrowthWhat it takes to blend creativity with operational excellence while scaling a restaurant concept.Tune in to learn how Abney Harper is redefining fast-casual dining by blending exceptional cuisine with intentional design and genuine hospitality!

Send us a textIn 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 and culture-buildingHow they use guest feedback to maintain consistency and create unforgettable experiencesTactics for handling guest recovery and exceeding expectationsTune in to learn how Haven Hot Chicken is bringing the heat and redefining the fast-casual dining experience!

Send us a textIn this episode of Give an Ovation, Rick Malir, founder of City Barbecue, 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 business to 75 locationsTune in to hear how Rick turned his backyard barbecue passion into a thriving brand loved by guests across the country!Thanks, Rick!

Send us a textIn 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 scaling and maintaining brand integrity across locationsTune in to hear Austin's insights on building a memorable brand that keeps guests coming back!Thanks, Austin!

Send us a textIn 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 leads to sustained success over timeTune in to discover how Jim's unique insights can help elevate your restaurant's guest experience!Thanks, Jim!

Send us a textJoey 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 feels valued through genuine hospitality.Why direct customer feedback is crucial for refining and growing a restaurant brand.How The Salad House leverages catering as a growth strategy.The importance of being hands-on and building relationships in the restaurant industry.Thanks, Joey!

Send us a textMarkus 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 redefining guest serviceThe importance of creating a seamless digital hospitality experience for off-premise dinersHow Markus and his team turn guest feedback into loyal customers through technologyThe value of using customer data to optimize marketing strategiesWhy complaints can be the most valuable feedback for long-term successIf you've ever wondered how to elevate the guest experience in a digital-first world, this episode with Markus Pineyro offers insightful takeaways for restaurants of any size.Thanks, Markus!

Send us a textYou could argue that there's no one more passionate about balancing people and technology in fast-casual dining than today's guest, Doug Willmarth. Doug is the President of MOOYAH Burgers, Fries & Shakes and has held leadership roles at major brands like Mongolian Concepts and Pizza Hut. We were thrilled to tap into his extensive knowledge 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 and guest relationshipsThe benefits of leading from the side and supporting franchisees, rather than dictating operations from the top downHow MOOYAH is leveraging guest feedback through platforms like Ovation to ensure consistent service and satisfactionThe role of innovation and technology in enhancing, not replacing, human connectionsWe hope you enjoy this episode with Doug Willmarth, an incredible leader who is paving the way for a people-first approach in fast-casual dining.Thanks, Doug!

Send us a textYou 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 relationshipsHow technology like AI and personalized menus can enhance guest connectionsWhy action-driven feedback is key to improving operations and boosting salesWe hope you enjoy this episode with one of the industry's most innovative leaders.Thanks, Sherif!

Send us a textYou could argue that there's no one more knowledgeable about the intersection of technology and hospitality in the restaurant industry than today's guest, Neal Parisawan. Neal 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 leverage guest feedback to refine operations and enhance customer satisfactionMoreWe hope you enjoy this episode packed with practical tips for using technology to enhance—not hinder—guest experiences in the restaurant industry.Thanks, Neal!

Send us a textYou 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 power of online reviews and how they influence business successBlaze Pizza's global expansion and maintaining consistent guest experiences across locationsWe hope you enjoy this episode filled with valuable insights on leadership and hospitality in the fast-casual industry.Thanks, Beto!

Send us a textYou 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: How the principles of hospitality transcend the restaurant industry and can make any professional or personal interaction more meaningfulHow to use criticism in a way that fosters hospitality in your organizationThe difference between service and hospitalityHow to inspire your employees to be hospitableThe rule of 95/5 and the importance of always playing offenseMoreWe hope you enjoy this episode with one of the industry's most impactful and uplifting thought leaders. Thanks, Will!

Send us a textEver 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 established itself as a pioneering barbecue spot in the heart of New York City.But that's not all—Chef Glenn opens up about the meticulous strategies he and his team use to ensure every guest leaves with a memorable experience. From 'table touches' to actively listening to guest feedback, we uncover the secrets to maintaining high-quality food and service across multiple locations. Find out why hiring and training staff who genuinely care about customer satisfaction is crucial, and how sincere interactions keep guests eager to return. This episode is packed with insights that promise to inspire anyone interested in the art of exceptional dining and hospitality.

Send us a textWant to unlock the secrets behind a seamless restaurant grand opening? Richard Green, VP of Operations at Gusto Fresh Bowls and Wraps, 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. Richard 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 maintaining the right mindset to navigate unexpected challenges.But that's not all—we're also diving into the transformative power of technology in the hospitality industry. Learn how to anticipate guest needs and create a seamless, frictionless experience, especially crucial in our post-pandemic world. We'll discuss the integration of systems like point of sale, online ordering, and loyalty platforms to craft a unified digital experience. Hear about the advanced technologies larger companies are leveraging, such as artificial intelligence, to elevate customer interactions, and the hurdles smaller companies face in this evolving landscape. Tune in for actionable strategies that promise to enhance your operations and delight your guests.

Send us a textIn 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!

Send us a textIn 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 lasting brand love.

Send us a textIn 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 using AI tools can help busy restaurateurs enhance their operations while staying focused on what they do best - serving their guests.

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 learning and career growth for employees, and maintaining a strong focus on guest experience. Thanks, Jason!