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In 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!
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In 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!
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In 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!
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Markus 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!
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Joey 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!
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Few people understand the art of blending people and technology in fast-casual dining like today’s guest, Doug Willmarth. As the President of MOOYAH Burgers, Fries & Shakes and a seasoned leader with experience at brands like Mongolian Concepts and Pizza Hut, Doug brings a wealth of knowledge that we were excited to explore 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!
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You 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!
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Neal Parisawan 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!
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You 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!
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You 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!
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 offenseMore
In this episode, Zack and Will discuss:We hope you enjoy this episode with one of the industry's most impactful and uplifting thought leaders.
Thanks, Will! -
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Want to unlock the secrets behind a seamless restaurant grand opening? Richmond Green, VP of Operations at gusto!, 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. Richmond 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.
Thanks, Richmond! -
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In 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. -
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Ever 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. -
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In 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! -
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In 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.
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In 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! -
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Creating 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 leadership roles at well-known brands like Fat Tuesday, James brings a wealth of experience and a refreshing perspective on how to truly delight guests.
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In 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, which highlights the challenges women face in securing venture capital funding. Dawn opens up about her commitment to empowering her employees, promoting a positive workplace culture, and giving back to communities through initiatives like the Denny’s Mobile Relief Diner.
Tune in to hear Dawn’s insights on leadership, resilience, and making a difference both in business and beyond. -
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Flame 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 their franchisees, and kept guests coming back for more.
Thanks, Christian! -
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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 presence and community connection, offering invaluable insights into what makes full-service dining distinctive from QSR and fast-casual experiences.
Unlock the power of actionable insights with Brandy's expertise on using feedback tools to elevate guest experiences. Learn why proactive measures are crucial and how fostering a supportive environment for franchisees can streamline improvements. Brandy also shares her admiration for industry leaders like Karen Stuck and Don Fox, and discusses Another Broken Egg Cafe's growing influence on social media platforms, including TikTok. This episode is packed with inspiration and expert advice on creating a five-star guest experience that keeps customers coming back. - Mostrar mais
