Give an Ovation: The Restaurant Guest Experience Podcast

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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 world
• How empowering employees to "own" their restaurant can dramatically improve both operations and guest relationships
• The benefits of leading from the side and supporting franchisees, rather than dictating operations from the top down
• How MOOYAH is leveraging guest feedback through platforms like Ovation to ensure consistent service and satisfaction
• The role of innovation and technology in enhancing, not replacing, human connections

We 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 brands
• How to tailor guest experiences based on the occasion (dine-in, takeout, or drive-thru)
• The importance of consistency and loyalty in creating lasting customer relationships
• How technology like AI and personalized menus can enhance guest connections
• Why action-driven feedback is key to improving operations and boosting sales

We hope you enjoy this episode with one of the industry’s most innovative leaders.

Thanks, Sherif!

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You could argue that there's no one more knowledgeable about the intersection of technology and hospitality in the restaurant industry than today's guest, Neal Parisawan. Neal 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 technology
• How tech should simplify restaurant operations and free up staff to focus on hospitality
• The critical role of building relationships with guests in today’s dining environment
• Neal’s unique approach to staff training, fostering a culture of continuous improvement
• How to leverage guest feedback to refine operations and enhance customer satisfaction
• More

We 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 down
• How Blaze Pizza is innovating with guest customization, both in-store and at home
• The critical role of speed and personalization in fast-casual dining
• The power of online reviews and how they influence business success
• Blaze Pizza's global expansion and maintaining consistent guest experiences across locations

We 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!

In this episode, Zack and Will discuss: 

• How the principles of hospitality transcend the restaurant industry and can make any professional or personal interaction more meaningful
• How to use criticism in a way that fosters hospitality in your organization
• The difference between service and hospitality
• How to inspire your employees to be hospitable
• The rule of 95/5 and the importance of always playing offense
• More

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.