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Avery 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 -
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Jane 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/ -
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Bob 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/ -
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Rob 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/ -
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Oliver 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/ -
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Jeff 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/ -
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Lawrence 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/ -
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Yasaman 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/
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Kendall 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
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Sebastian 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! -
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Chef 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! -
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Dr. 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!
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Chris 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!
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Shaz 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! -
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Zack 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.comRestaurant Prosperity Formula Podcast
YouTube -
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Zack 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!
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On 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! 🎉
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On 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! 🎉
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Zack 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/ -
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Mitch 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!
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