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

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

An ad free resource for restaurateurs! Over 100 episodes and a new episode every Monday. Listen in to learn from industry leaders how to grow your restaurant, improve your guest experience, turn your customers from strangers to friends, and to leverage data and marketing tools to increase your revenue.

  1. How Drew Kimball of SpotOn Builds Loyalty Through Service and Tech

    1D AGO

    How Drew Kimball of SpotOn Builds Loyalty Through Service and Tech

    Send us a text Drew Kimball, Relationship Manager at SpotOn, joins Zack Oates to talk about what it really takes to build lasting relationships in hospitality. With over 15 years in B2B sales and a background in restaurants, Drew shares stories from his work with operators, his time as a game store owner, and how he helps brands improve guest experience, efficiency, and revenue. Zack and Drew discuss: Why relationship-building is Drew’s business superpowerThe four “core” pillars every restaurant should focus onReal-world examples of improving table turn and guest feedbackHow to provide value through authentic, personal connectionWhat a board game store has to do with hospitalityThanks, Drew! Links: https://www.linkedin.com/in/drew-kimball-844a1912/ https://www.linkedin.com/company/spoton/ https://www.instagram.com/spoton/ https://www.spoton.com/

    17 min
  2. Live from the National Restaurant Association Show

    JUL 1

    Live from the National Restaurant Association Show

    Send us a text Zach takes the Ovation mic to the streets of Chicago for a special edition of the Two Question Podcast, recorded live at the National Restaurant Association Show. From tech innovators to restaurant operators, leaders across the industry answer two key questions: what should restaurants focus on over the next 12 months, and what tactics can improve the guest experience? You’ll hear quick insights, real-world tips, and recurring themes around data, human connection, and of course—using Ovation. Thank you to all our amazing guests, including Sean Walchef, Scott Porter, Brandon Barton, and so many more.

    27 min
  3. From Gas Stations to 3,400 Units: Alice Crowder at Krispy Krunchy Chicken

    JUN 18

    From Gas Stations to 3,400 Units: Alice Crowder at Krispy Krunchy Chicken

    Send us a text Alice Crowder, CMO of Krispy Krunchy Chicken, joins Zack Oates to break down how the brand grew to nearly 3,400 locations without traditional franchising. From gas stations to guest experience strategy, Alice shares how high-quality food, grassroots marketing, and authentic partnerships drive brand love and repeat visits. Zack and Alice discuss: Why quality, value, and craveability win in any locationHow to grow using micro-influencers instead of ad budgetsThe power of authentic pride among convenience store operatorsWhy guest experience starts with product and belief—not policyHow to create emotional loyalty in unexpected settingsThanks, Alice! Links: https://www.linkedin.com/in/alicecrowder/ https://www.linkedin.com/company/krispy-krunchy-foods/ https://www.instagram.com/krispykrunchychicken/  https://www.krispykrunchy.com/

    19 min
  4. Michael Lukianoff of SignalFlare on Using AI to Drive Smarter Restaurant Strategy

    JUN 16

    Michael Lukianoff of SignalFlare on Using AI to Drive Smarter Restaurant Strategy

    Send us a text Michael Lukianoff, CEO of SignalFlare, joins Zack Oates to unpack the restaurant industry's biggest data challenges and opportunities. From AI-driven decision-making to understanding local market dynamics, Michael explains how restaurants can stay ahead in a crowded, fast-changing landscape. Zack and Michael discuss: Why restaurant growth is outpacing population growthHow to make sense of complex guest data without loyalty programsWhy local market dynamics are more important than everHow AI will change local marketing strategyWhat brands can do to gain more than their “fair share” of trafficThanks, Michael! Links: https://www.linkedin.com/in/mikelukianoff/ https://www.linkedin.com/company/signalflareai/ https://signalflare.ai/

    17 min
  5. Russ Hawkins of Agilence on Using Data to Improve Guest Experience

    JUN 13

    Russ Hawkins of Agilence on Using Data to Improve Guest Experience

    Send us a text Russ Hawkins, CEO of Agilence, joins Zack Oates to break down how restaurant operators can use data to improve guest experience, boost loyalty, and align teams. With a background spanning telecom, retail, and hospitality, Russ shares practical strategies for avoiding waste, tracking behavior, and turning missed expectations into long-term relationships. Zack and Russ discuss: Why personalization is the new loyaltyHow to align the boardroom with the back-of-houseUsing data to improve staff training and performanceWhat operators can learn from both QSR and fine diningWhy small moments—like remembering a name—still matterThanks, Russ! Links: https://www.linkedin.com/in/russhawkins/ https://www.linkedin.com/company/agilence-inc/ https://www.instagram.com/agilence_inc/ https://www.agilenceinc.com/

    14 min
  6. Serving Hospitality for 75 Years: Ralph Lewis of Okeechobee Steakhouse

    JUN 9

    Serving Hospitality for 75 Years: Ralph Lewis of Okeechobee Steakhouse

    Send us a text Ralph Lewis, CEO and third-generation owner of Okeechobee Steakhouse, joins Zack Oates to share the secrets behind one of Florida’s most iconic dining institutions. From 75 years of legacy service to 350,000 free birthday steaks, Ralph dives into how family values and consistent hospitality drive lasting guest loyalty. Zack and Ralph discuss: What it means to deliver true hospitality, not just serviceHow Ralph’s team creates “wow” moments with steak and dessert traysWhy every team member should feel seen, not just staffedThe impact of birthday traditions on guest memory and retentionHow to train front-of-house staff as experience specialistsWhy culture and consistency beat trendy techThanks, Ralph! Links: https://www.linkedin.com/in/ralph-lewis-980a74358/ https://www.linkedin.com/company/okeechobee-steakhouse/ https://www.instagram.com/okeechobeesteakhouse/ https://www.okeesteakhouse.com/

    17 min
  7. From 16 to 75 Locations: Eric Robison’s Growth Journey at Rock N' Roll Sushi

    JUN 5

    From 16 to 75 Locations: Eric Robison’s Growth Journey at Rock N' Roll Sushi

    Send us a text Eric Robison, developer and multi-unit owner at Rock N' Roll Sushi, joins this episode of Give an Ovation to break down how the brand has grown from 16 to 75+ units and what it takes to get guests back through the doors. From creating a fun, high-energy dining experience to transforming guest feedback into operational change, Eric shares how his team makes sushi dining loud, vibrant, and unforgettable.  Why retention beats new trafficHow COVID shifted guest service cultureInfusing your brand into your teamTurning feedback into a gift5 A’s of guest recoveryThanks, Eric! Links: https://www.linkedin.com/company/rocknrollsushi/ https://www.rocknrollsushi.com https://www.instagram.com/rocknrollsushi/

    15 min
  8. Barry McGowan of Fogo de Chão on Climbing the Ranks in Hospitality

    JUN 2

    Barry McGowan of Fogo de Chão on Climbing the Ranks in Hospitality

    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/

    19 min
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5
out of 5
11 Ratings

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An ad free resource for restaurateurs! Over 100 episodes and a new episode every Monday. Listen in to learn from industry leaders how to grow your restaurant, improve your guest experience, turn your customers from strangers to friends, and to leverage data and marketing tools to increase your revenue.

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