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

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In this episode of Give an Ovation, Zack welcomes Amir Mostafavi, the Founder and CEO of South Block, a mission-driven smoothie and juice bar brand based in the DC area. With over 20 years of experience in the industry, Amir shares his journey of creating a brand that’s not just about great products, but also about fostering connections and building better communities on every block they serve.

Here’s what you’ll learn:

•   From Passion to Purpose: How Amir turned his love for fruits and smoothies into a thriving 17-location brand with a purpose-driven mission.
•  The Power of Guest Experience: Why focusing on guest feedback is Amir’s number one KPI and how it drives South Block’s success.
• Quality Without Compromise: How South Block maintains authenticity and premium quality in their açaí bowls and juices while scaling operations.
• Using Feedback to Innovate: The role of technology, pre-ordering systems, and smart workflows in improving guest experience.
• Leadership Through Culture: Amir’s commitment to creating meaningful career paths and fostering a supportive company culture.

Tune in to discover how Amir Mostafavi is blending community-building, exceptional products, and heartfelt hospitality to redefine what it means to be a mission-driven brand.

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In this episode of Give an Ovation, we’re joined by Abney Harper, CEO and Founder of Prima Après, a unique fast-casual concept combining fresh pasta and pavlovas with a focus on thoughtful design, quality ingredients, and heartfelt hospitality. Abney shares her journey from fine dining and fashion retail to creating a chef-driven brand that delivers a luxury dining experience in a fast-casual setting.

Zack and Abney discuss:

• Transforming Fine Dining Into Fast-Casual Excellence
  How Abney turned a $50 pasta dish into an accessible yet premium quick-service experience.
• The Magic of Details in Guest Experience
  Why everything from custom bronze-cut pasta to perfect table heights makes a difference in how guests experience a restaurant.
• Hospitality Rooted in Human Connection
  How kindness, warmth, and personal interactions build lasting customer loyalty.
• Design That Enhances the Brand
  How Abney’s background in fashion and interior design inspired Prima Après' stylish, inviting spaces.
• Lessons in Restaurant Innovation and Growth
  What it takes to blend creativity with operational excellence while scaling a restaurant concept.

Tune in to learn how Abney Harper is redefining fast-casual dining by blending exceptional cuisine with intentional design and genuine hospitality!

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In this episode of Give an Ovation, we’re joined by Jason Sobocinski and Etkin Tekin, the co-founders of Haven Hot Chicken, who are on a mission to redefine the fast-casual dining space. From their roots as winners of the Perfect Pitch competition to expanding to nine locations, Jason and Etkin share the secrets behind their explosive growth and the passion for exceptional food that drives their brand.

Zack, Jason, and Etkin discuss:

• Why training and empowering teams are the cornerstone of their success
• The importance of pride in food quality and culture-building
• How they use guest feedback to maintain consistency and create unforgettable experiences
• Tactics for handling guest recovery and exceeding expectations

Tune in to learn how Haven Hot Chicken is bringing the heat and redefining the fast-casual dining experience!

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In this episode of Give an Ovation, Rick Malir, founder of City Barbeque, 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!