Advertise on podcast: Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates

Send us Fan Mail 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 experience Ways to scale consistency across multiple locationsThanks, Will! Links: https://www.linkedin.com/in/will-stewart-23339b66/ https://www.linkedin.com/company/rightwork-inc/about/ https://right.work/

Send us Fan Mail 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! Links: https://www.linkedin.com/in/kevin-boehm-4826a326b https://www.instagram.com/kevinboehmboka/ https://www.linkedin.com/company/boka-restaurant-group/ https://www.bokagrp.com/ https://www.instagram.com/bokarestaurantgroup/

Send us Fan Mail 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 foundation of guest experienceThanks, Jeff! Links: https://www.linkedin.com/in/jeff-galletly-792b523/ https://www.linkedin.com/company/brooklyndumplingshop/about/ https://www.brooklyndumplingshop.com/

Send us Fan Mail 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 decision making The role of technology in supporting, not replacing, hospitality Why consistency is the foundation of trust and long term loyalty How to grow a brand without drifting from its core identityThanks, David and Matt! Links: https://www.linkedin.com/in/dyoungberg/ https://www.linkedin.com/in/matt-calabrese-5657252/ https://www.linkedin.com/company/stonefire-grill-inc/ https://www.stonefiregrill.com/

Send us Fan Mail 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 doing the next right thingThanks, Jessica! Links: https://www.linkedin.com/in/jessicacausse/ https://www.linkedin.com/company/bagel-brands/

Send us Fan Mail 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 also explains how value, consistency, and friendly service remain the foundation of a great guest experience. Zack and Steven discuss:  How authentic content drives massive social media growth Why teaching through food videos builds loyal audiences The impact of social media on restaurant traffic Why classic dishes outperform overly complicated food How value, consistency, and friendly service shape the guest experienceThanks, Steven! Links: https://www.instagram.com/restovivaldi/ https://restovivaldi.com/en/

Send us Fan Mail 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 Chris discuss:  How Bolay built a strong culture over 10 years Why recognition is key to team performance The role of hiring in guest experience How small details shape the customer journey Why consistency drives long term successThanks, Chris! Links: https://www.linkedin.com/in/chris-gannon-82b106190/ https://www.linkedin.com/company/bolayrestaurant/about/ https://www.bolay.com/

Send us Fan Mail 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 coastal markets and why guest experience ultimately comes down to how customers feel during every interaction. Zack and Danielle discuss:  How Topsail Steamer created a new restaurant category The decision to grow through franchising What it takes to pitch a restaurant brand on Shark Tank How Goldbelly expanded the brand nationally Why guest experience starts before the first biteThanks, Danielle! Links: https://www.linkedin.com/in/daniellemahon-961b4a11/ https://www.linkedin.com/company/topsailsteamer/ https://topsailsteamer.com/

Send us Fan Mail 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 and why persistence is essential in the restaurant industry. Zack and Kyle and Maggie discuss:  Bootstrapping and launching their first Dillas location Why consistency matters more than experience The importance of operational discipline Building a brand through trust and details Using guest feedback to improve performanceThanks, Kyle and Maggie! Links: https://www.linkedin.com/in/kyle-gordon-7a1ab852/ https://www.linkedin.com/in/maggiemcgordon/ https://www.linkedin.com/company/dillas-quesadillas/ https://dillas.com/

Send us Fan Mail 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 and Dylan discuss:  The growing scale of food allergies in the U.S. Why allergen transparency builds guest trust New regulations impacting restaurant menus How personalized digital menus improve ordering Risk mitigation and operational efficiencyThanks, Dylan! Links: https://www.linkedin.com/in/dylan-mcdonnell-a5787574/ https://www.linkedin.com/company/getfoodini/about/ https://foodini.co/

Send us Fan Mail 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 how “return on luck” plays a role in long term success. Zack and John discuss:  What makes a CPG brand scalable When restaurants should enter retail The role of timing and luck Why flavor always matters Brand, market, team, and capital alignmentThanks, John! Links: https://www.linkedin.com/in/john-f-maggio-b98b593/ https://www.instagram.com/cocktailsquad/?hl=en

Send us Fan Mail 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 people drive the last foot of the guest experienceThanks, Brandon! Links: https://www.linkedin.com/in/brandon-c-batt/ https://www.linkedin.com/company/the-tabletop-group/ https://thetabletopgroup.com/

Send us Fan Mail 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 processes instead of blaming people. Zack and Dan discuss:  Fear as a leadership signal Why consistency builds trust Using technology to amplify hospitality Listening to every guest Fixing systems instead of peopleThanks, Dan! Links: https://www.linkedin.com/in/dan-simpson-8aa1bb3/ https://www.linkedin.com/company/taziki's-mediterranean-cafe/ https://www.tazikis.com/

Send us Fan Mail 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 during uncertaintyThanks Fred and Kristina! Links: https://www.theexecutiveandthemystic.com/ https://www.instagram.com/theexecutiveandthemystic/ https://www.youtube.com/@ExecutiveandMysticPodcast https://open.spotify.com/show/2JFumYZRzULtYveqUzN4e5 https://www.linkedin.com/in/fredlefranc/ https://www.linkedin.com/in/kristinawiltsee/

Send us Fan Mail 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 brands move from feel to real decisionsThanks, Chris! Links: https://www.linkedin.com/in/stevensonempowers/ https://www.linkedin.com/company/theempowergroup/about/ https://www.youtube.com/@theempowergroup