Give an Ovation: The Restaurant Guest Experience Podcast

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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 empire
• The key role emotional connection plays in guest loyalty
• Why investing in your team leads to better guest experiences
• Balancing technology with genuine hospitality
• Lessons from scaling a bootstrapped business to 75 locations

Tune 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 space
• What Austin looks for in franchise brands and the value of a proven category
• How Cannoli Kitchen combines traditional flavors with a fresh approach to hospitality
• Strategies for scaling and maintaining brand integrity across locations

Tune 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 culture
• How to create a guest experience that truly resonates
• The significance of accountability and setting clear expectations for team members
• Why investing in talent leads to sustained success over time

Tune 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 service
• The importance of creating a seamless digital hospitality experience for off-premise diners
• How Markus and his team turn guest feedback into loyal customers through technology
• The value of using customer data to optimize marketing strategies
• Why complaints can be the most valuable feedback for long-term success

If 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 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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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 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!