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

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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 today
• How to reduce friction in the ordering process
• Why simplicity is the key to a great guest experience
• The impact of too many disconnected tools in restaurant operations
• How top brands are using technology the right way

Follow Johnathan Chan & 5&5:

• Website: https://5and5.com/
• LinkedIn: Johnathan Chen

Thanks, 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 forecasting
• Which brands are thriving vs. struggling post-pandemic
• Why value perception goes beyond just price
• How operational excellence drives guest experience
• The importance of consistency in restaurant success

Follow Michael Halen:

• LinkedIn: Mike Halen
• Twitter: @mikehalen
• Chopping It Up Podcast: Listen Here

Thanks, 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 interactions
• How technology enhances hospitality without replacing it
• The role of staff engagement in brand growth
• Why guest feedback is crucial for restaurant success
• Julie’s journey from restaurant marketing to industry leadership

Follow 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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In this episode of Give an Ovation, we welcome Erin Levzow, a hospitality marketing and technology expert with nearly 20 years of experience at brands like Caesars, MGM, Wingstop, Freebirds, and Del Taco. Erin shares her insights on how to blend technology with human connection to create exceptional guest experiences.

Zack and Erin discuss:

Why brands often forget about the guest and how to refocus on their needs

The power of consistency in building customer loyalty

How technology can enhance emotional connections rather than replace them

The importance of meeting guests where they are—both digitally and in person

Why marketing and technology teams must work together for true success

How brands like Wingstop evolved their messaging to better connect with customers

Tune in to hear Erin’s expert take on guest experience, marketing innovation, and the future of hospitality tech!

Thanks, Erin!

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In this episode of Give an Ovation, we welcome Jennifer Dodd, a 30-year restaurant industry veteran and the CEO of Main Squeeze Juice Co. Jennifer has led in QSR, casual dining, and franchising, making her a powerhouse in restaurant operations and leadership.

Zack and Jennifer discuss:

• Why hospitality is—and always will be—a people-first business
• The power of customization and how it impacts guest experience
• How technology can enhance service without replacing the human element
• The tragedy of disengagement in the workforce and how to fix it
• The importance of employee trust, autonomy, and culture in driving success
• Innovative solutions Main Squeeze Juice Co. is rolling out to improve guest engagement

Tune in to hear how Jennifer’s insights on culture, leadership, and guest experience can help your restaurant thrive!

Thanks, Jennifer!

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In this episode of Give an Ovation, we welcome Joe Sample, President of Crave Management Group, the multi-unit, multi-brand operator behind top-performing Taco Bell locations and Bobby’s Burgers by Bobby Flay. With over 22 years of experience, Joe shares his proven strategies for creating high-performing teams and delivering exceptional guest experiences.

Zack and Joe discuss:

• The key question every GM should ask to drive operational excellence
• Why having one standard is critical for consistency
• How autonomy and trust improve both team and guest experiences
• Hiring tactics to identify top-performing restaurant leaders
• Simple changes that elevate the guest experience, like redefining roles

Tune in to hear how Joe’s leadership style and operational insights have helped Crave Management Group thrive in a competitive industry!

Thanks, Joe!

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In this episode of Give an Ovation, we welcome Seth Goldman, co-founder of Honest Tea and Just Ice Tea, chairman of Beyond Meat, and co-founder of PLNT Burger. Seth’s journey from government and activism to launching purpose-driven brands showcases his commitment to health, sustainability, and creating positive social impact.

Zack and Seth discuss:

• How Seth transitioned from politics to entrepreneurship to drive lasting change
• The story behind Honest Tea, its evolution into Just Ice Tea, and the focus on transparency and quality
• Why PLNT Burger empowers customers to invest and participate in its growth
• The importance of offering inclusive menu options to delight diverse guests
• How purpose-driven brands can make a real impact on health and the planet

Tune in to hear how Seth’s vision and leadership continue to inspire and transform the food and beverage industry!

Thanks, Seth!

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In this episode of Give an Ovation, we welcome Ming-Tai Huh, Head of Food and Beverage at Square and a restaurateur with over a decade of experience through Cambridge Street Hospitality Group. Ming brings a unique perspective, blending his deep industry knowledge with cutting-edge restaurant technology to help operators thrive in an ever-evolving market.

Zack and Ming discuss:

• The intersection of hospitality and technology—how to use tech without losing the human touch
• Key lessons from the restaurant world that translate into successful tech leadership
• How to approach restaurant technology with a problem-first mindset rather than a solution-first approach
• The importance of feedback loops in creating an exceptional guest experience
• Strategies to balance expansion and maintaining quality across multiple locations

Tune in to hear Ming’s insights on how restaurants can leverage technology while staying true to their hospitality roots and delivering unforgettable guest experiences.

Thanks, Ming!

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In this episode of Give an Ovation, we welcome Andrew Dana, founder of Call Your Mother Deli and Timber Pizza Company. Andrew’s journey from the corporate world to building thriving restaurant brands is a testament to passion, perseverance, and a deep commitment to creating unforgettable guest experiences.

Zack and Andrew discuss:

• The transition from corporate life to launching a food business
• How authenticity and community drive brand success
• The key elements of delivering a memorable guest experience
• Why employee happiness is crucial for customer satisfaction
• The strategies behind scaling without losing brand identity

Tune in to hear how Andrew’s bold moves and dedication to hospitality have turned his dream into a growing culinary empire!

Thanks, Andrew!