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

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Today's episode is with the  CEO of Big Chicken and Beer Park, Josh Halpern, from whom we learn all about the good and the hard that comes from a star-backed brand. Sure, Shaq can bring them in. But how do you get them to stay? Stay tuned to find out, and learn some valuable lessons about loyalty for your restaurant. 

Thanks, Josh!

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Imagine treating every diner like Grandma – with warmth, affection, and a genuine concern for their experience. That's the philosophy Andy Husbands, the acclaimed chef behind Smoke Shop BBQ and the author of "Pitmaster," brings to our table in an eye-opening discussion about the transformative power of hospitality in the restaurant world. Andy peels back the layers of what truly makes a restaurant successful. It's not just the sizzle of the barbecue or the mouthwatering flavors, but the total experience from a heartfelt welcome to the final wave goodbye. 

We tackle the essentials of guest care, from refining a takeaway order to leaving a lasting impression that turns first-time visitors into lifelong patrons.

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Our episode today is a heartfelt conversation with the powerhouse behind Giving Kitchen, where we uncover the incredible journey that led Jen from personal tragedy to the founding of an organization that's the embodiment of hope for food service workers facing crisis. Through Giving Kitchen, Jen and her team have turned the tables on misfortune, offering over $11 million in aid to more than 17,000 individuals who keep our favorite eateries running.

This episode is a celebration of the strength that comes when we support those who serve us, and a reminder of the profound impact that stems from a single act of kindness.

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Ever wonder how Chick-fil-A became a byword for customer service excellence? Brian Klinger from Comcast joins us to unravel the secrets behind blending technology with the human touch to create unforgettable restaurant experiences.

We discuss common industry challenges, like upsizing checks and staff shortages, and how companies like Chick-fil-A stand out by putting care at the forefront of their brand philosophy. 

Thanks Brian!

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Is leadership an art or a science? Sam Fauser, the guru of team training and development who's left a mark on Domino’s and NASCAR, joins us to explore this intriguing terrain. Together, we pull back the curtain on the evolution of leadership, challenging long-standing myths about 'lazy' generations and discussing the importance of recognizing diverse perspectives and drives among young employees. 

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In this episode, Max Sheets, Founder & CEO of Chick N Max, peels back the curtain on melding cutting-edge data analytics and AI with the indispensable art of site visits to pinpoint the perfect spot for a thriving restaurant. Whether it's the buzz in the kitchen or the welcome at the door, Max reveals how a deep understanding of the local market's heartbeat is what truly sets a restaurant apart.

Zack and Max also discuss the importance of your people, the differences between hospitality now and 50 years ago, and much more. 

Thanks, Max!

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This episode has a lot of... hart. 

Discover the art of building a brand that shines on its own, even when it's linked to the dazzle of a celebrity like Kevin Hart. Join us as Andy Hooper, CEO of Hart House, opens up about the delicate dance of leveraging star attraction while ensuring that the brand's essence captivates and retains customers. When Kevin's name draws them in, it's the quality and consistency of Hart House that keeps them coming back.

Drawing inspiration from Will Guidara's "Unreasonable Hospitality," Zack and Andy combination of operational expertise and the personal touch that defines exceptional customer service.

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Jennifer Ryan is the restaurateur behind BlueRoot, a seemingly rare example of healthy, tasting eating in Alabama. She's also the Co-Founder and CEO of Croux,  an online marketplace that connects vetted talent with flexible work opportunities. 

On this episode, Jennifer walks us through creating a culture of "yes" at BlueRoot, where the answer to a customer's request is always one smile away. She even lets us in on her secret sauce for fostering a dedicated, well-compensated team, proving that a smaller staff can make a mighty impact.

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Prepare to be enlightened by Carin Stutz, a hospitality giant whose restaurant industry experience serves as the backbone of today's conversation. Her tenure at the helm of industry giants like Wendy's and Applebee's has made her a veritable oracle of career wisdom. For anyone dreaming of a hospitality career that leaves a lasting impact, Carin’s insights into operational finesse are a feast of knowledge you won't want to miss.

On this episode, you'll learn from Carin about:

• Self advocacy
• Operational strategy
• International and franchise experience
• Guest acquisition to retention
• More!

Thanks, Carin!

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Tune in to this week's episode with Michael McHenry, the mastermind behind The McHenry Group, as he joins us to unravel the intricacies of curating dining experiences that linger after the last bite. Michael shares his creative journey, revealing the fusion of tradition and innovation that goes into each menu item's conception, ensuring that it not only delights the palate but also touches the soul.

On this episode, you'll learn from Michael about:

• Aspects of ambiance
• Making each location a destination
• Customer advocacy
• Tech and personal experience
• More!

Thanks, Michael!