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

Hosted by Ovation

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Episodes

432

Latest episode

Jun 2026

Language

EN-US

About the show

Give an Ovation: The Restaurant Guest Experience Podcast is your backstage pass to the minds of hospitality leaders, innovators, and operators who are redefining what it means to serve. Hosted by Zack Oates, founder of Ovation, each episode dives into real-world tactics and inspiring stories from restaurant pros who know how to create five-star guest experiences—both in-store and off-premise. From fast casual to fine dining, catering to curbside, learn how to drive loyalty, empower your staff, and deliver hospitality that hits home. Whether you're a restaurant owner, operator, marketer, or tech partner, this podcast will leave you with practical insights and plenty of reasons to celebrate and Give an Ovation.

Listen to episodes

60 recent

June 15, 202626 min

The Slow Build That Turned Dog Haus Into a National Brand with Michael Montagano

Send us Fan MailMichael Montagano, CEO of Dog Haus, joins Zack Oates to talk about thoughtful restaurant growth, franchise alignment, and why strong hospitality starts with building the right foundation. Drawing from his family’s restaurant background and years in finance and operations leadership, Michael shares how Dog Haus is scaling while staying true to its culture and guest experience.Zack and Michael discuss:Why restaurant brands should grow slower and smarter The importance of systems before scaling How Dog Haus approaches franchise partnerships Using guest data to improve operations and profitability The strategy behind the Jake Paul partnership Building restaurant culture that lastsThanks, Michael!Links:https://www.instagram.com/doghausdogs/https://www.linkedin.com/in/mmontagano/https://www.linkedin.com/company/dog-haus/https://doghaus.com/

June 8, 202616 min

Why Guest Reviews and Profitability Go Hand in Hand with Adam Sanders at Killer Burger

Send us Fan MailAdam Sanders, CFO of Killer Burger, joins Zack Oates to talk about the connection between guest experience and profitability. Coming from a finance and technology background, Adam shares how data, operational discipline, and hospitality all work together to drive long-term restaurant success. He also explains why the little things, from greeting guests to checking order accuracy, matter more than ever in today’s restaurant environment.Zack and Adam discuss:Why guest experience predicts future profitability How Killer Burger approaches hospitality in fast casual Balancing speed of service with order accuracy Creating memorable dine-in and off-premise experiences Why kiosks can improve guest satisfaction The operational impact of small guest interactionsThanks, Adam!Links:https://www.linkedin.com/in/adamcharlessanders/https://www.linkedin.com/company/killerburger/https://www.instagram.com/killerburger/?hl=enhttps://killerburger.com/

May 29, 202616 min

The Secret Behind a 4.9 Rating with Derrick Hayes of Big Dave’s Cheesesteaks

Send us Fan MailDerrick Hayes, founder and CEO of Big Dave’s Cheesesteaks, joins Zack Oates to share the story behind one of the fastest growing brands in the country. What started as a way to honor his father has turned into a culture-driven company built on community, consistency, and care. Derrick breaks down how customer service became his biggest growth driver, why culture matters more than perfection, and how he keeps teams motivated as the brand scales.Zack and Derrick discuss: Building a brand rooted in purpose and legacy Why customer service drives repeat business Creating a “family” feeling inside the restaurant Using real-time feedback to improve fast How to scale without losing cultureThanks, Derrick!Links:https://www.linkedin.com/in/derrick-hayes/https://www.linkedin.com/company/bigdavescheesesteaks/https://www.bigdavesway.com/

May 26, 202618 min

Why the Floor Matters More Than the Ceiling with Anthony Valletta of bartaco

Send us Fan MailAnthony Valletta, CEO and President of bartaco, joins Zack Oates to break down what guest experience really looks like today. From managing expectations shaped online to delivering consistent in-store experiences, Anthony shares why the “floor” matters more than the “ceiling” and how brands can close that gap. He also dives into leadership, saying no, and why training for recovery matters more than perfect service.Zack and Anthony discuss: Why guest expectations are harder to meet than ever The importance of consistency during off-peak moments How to train teams to recover instead of react Why saying no is a leadership skill Turning service failures into long-term loyaltyThanks, Anthony!Links:https://www.linkedin.com/in/anthonyvalletta/https://www.linkedin.com/company/bartaco/https://bartaco.com/

May 19, 202619 min

Building an 80-Year Brand That Still Feels Personal with Jennifer Schuler of Handel’s Homemade Ice Cream

Send us Fan MailJennifer Schuler, CEO of Handel’s Homemade Ice Cream and former CEO of Wetzel’s Pretzels, joins Zack Oates to talk about what really drives guest experience today. She shares why people are craving in-person connection more than ever, how small “micro moments” shape loyalty, and where restaurants go wrong with technology. From building an 80-year brand to scaling with intention, Jennifer explains how product quality, human connection, and disciplined operations work together to create lasting impact.Zack and Jennifer discuss: Why micro connections matter more than ever Balancing speed of service with meaningful interaction Where technology helps and where it hurts Hiring for hospitality, not just skill How to build a brand that lasts generationsThanks, Jennifer!Links:https://www.linkedin.com/in/schulerjennifer/https://www.linkedin.com/company/handels-ice-cream/about/https://handelsicecream.com/

May 14, 202616 min

Turning a Simple Bagel Into a Premium Experience with Tom Selementi of Spread Bagelry

Send us Fan MailTom Selementi of Spread Bagelry joins Zack Oates to break down what actually drives guest loyalty in a crowded category. From premium positioning to operational discipline, Tom explains why winning in breakfast and lunch comes down to speed, consistency, and experience.Zack and Tom discuss: Why you don’t need to reinvent the product to win How speed directly impacts guest satisfaction The importance of owning one core menu item What most restaurants get wrong about guest attention How Covid changed guest expectations around time Simple ways to elevate experience without overcomplicatingThanks, Tom!Links:https://www.linkedin.com/in/tom-selementi-aa794719/https://www.linkedin.com/company/spread-bagelry/about/https://spreadbagelry.com/

May 11, 202619 min

Why Bold Brands Win Big with Pinky Cole of Slutty Vegan

Send us Fan MailPinky Cole, founder of Slutty Vegan, joins Zack Oates to share how bold branding, authenticity, and resilience built one of the most talked about restaurant concepts in the country. From creating a name that sparks conversation to navigating failure, debt, and rebuilding, Pinky breaks down what it really takes to grow a brand people connect with. Zack and Pinky discuss: Building a brand that stands out through controversy and creativity Why authenticity matters more than polish Lessons from raising $33M and scaling fast How failure reshapes better leaders Why the right team changes everything Balancing guest experience with profitabilityThanks, Pinky!Links:https://www.linkedin.com/in/pinky-cole-879696a6/https://www.linkedin.com/company/sluttyveganatl/https://sluttyveganatl.com/

May 8, 202620 min

The Real ROI Is Your General Manager with Melissa Doolin-Koehne of Elevate Four

Send us Fan MailZack Oates sits down with Melissa Doolin-Koehne of Elevate Four to talk about what actually moves the needle in today’s restaurant environment. With decades of experience across operations, data, and leadership, Melissa brings a grounded perspective on what still works.Zack and Melissa discuss: Why clarity around your value proposition matters more than ever The role of culture in driving guest experience Why investing in general managers delivers the highest ROI What tech companies get wrong when selling into restaurants How strong relationships shape long-term success in the industryThanks, Melissa!Links:https://www.linkedin.com/in/melissa-doolin-koehne/https://www.linkedin.com/company/elevate4/about/

May 6, 202618 min

How to Compete in a Crowded Pizza Market with David Cole of i Fratelli Pizza

Send us Fan MailZack Oates sits down with David Cole of i Fratelli Pizza to talk about building a restaurant brand that lasts. With nearly four decades in the business, David shares what it takes to grow from a small family operation to a multi-location brand while staying consistent.Zack and David discuss: Why relationships are the foundation of any successful business How complaint recovery builds stronger customer loyalty The shift from phone orders to digital and third-party delivery Simple but effective ways to follow up with guests What operators should consider when expanding locationsThanks, David!Links:https://www.linkedin.com/in/david-cole-73227537/https://www.linkedin.com/company/i-fratelli-pizza/about/https://ifratellipizza.com/

May 4, 202618 min

What Every Great Restaurant Brand Gets Right with Scott Shotter of Teriyaki Madness

Send us Fan MailZack Oates sits down with Scott Shotter of Teriyaki Madness to break down what actually makes restaurant brands stand out. With experience leading iconic brands like Moe’s, Fuzzy’s Taco Shop, and Condado Tacos, Scott shares a practical perspective on building culture, simplifying operations, and creating experiences guests remember.Zack and Scott discuss: How to identify and protect your brand’s DNA Why simplicity leads to better guest experience The role of culture in scaling restaurant brands How to create memorable in-store experiences Ways to bring hospitality back in a digital-first worldThanks, Scott!Links:https://www.linkedin.com/in/linkedinscottshotter/https://www.linkedin.com/company/teriyaki-madness/about/http://www.teriyakimadness.com/