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

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Lance Salsman, SVP of Operations at Mike’s Red Tacos, joins Zack Oates to talk about scaling an experiential restaurant brand while staying obsessed with guest feedback. From his early days working at Pizza Hut as a teenager to leading operations at some of the biggest taco and pizza brands in the country, Lance shares what it takes to build systems that support both team members and guests.

Zack and Lance discuss:

• How Mike’s Red Tacos built a cult-like following
•  Why guest feedback shapes the menu and operations
•  The connection between team member experience and guest experience
•  Using technology to improve accuracy and speed
•  Scaling food truck operations into a growing chain
•  Why restaurant GMs are the most important role in the business

Thanks, Lance!

Links:

https://www.instagram.com/mikesredtacos/

https://www.linkedin.com/in/lsalsman/

https://www.linkedin.com/company/mikes-red-tacos/posts/

https://www.mikesredtacos.com/

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Michael Montagano, CEO of Dog Haus, joins Zack Oates to talk about thoughtful restaurant growth, franchise alignment, and why strong hospitality starts with building the right foundation. Drawing from his family’s restaurant background and years in finance and operations leadership, Michael shares how Dog Haus is scaling while staying true to its culture and guest experience.

Zack and Michael discuss:

• Why restaurant brands should grow slower and smarter
•  The importance of systems before scaling
•  How Dog Haus approaches franchise partnerships
•  Using guest data to improve operations and profitability
•  The strategy behind the Jake Paul partnership
•  Building restaurant culture that lasts

Thanks, Michael!

Links:

https://www.instagram.com/doghausdogs/

https://www.linkedin.com/in/mmontagano/

https://www.linkedin.com/company/dog-haus/

https://doghaus.com/

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Adam Sanders, CFO of Killer Burger, joins Zack Oates to talk about the connection between guest experience and profitability. Coming from a finance and technology background, Adam shares how data, operational discipline, and hospitality all work together to drive long-term restaurant success. He also explains why the little things, from greeting guests to checking order accuracy, matter more than ever in today’s restaurant environment.

Zack and Adam discuss:

• Why guest experience predicts future profitability
•  How Killer Burger approaches hospitality in fast casual
•  Balancing speed of service with order accuracy
•  Creating memorable dine-in and off-premise experiences
•  Why kiosks can improve guest satisfaction
•  The operational impact of small guest interactions

Thanks, Adam!

Links:

https://www.linkedin.com/in/adamcharlessanders/

https://www.linkedin.com/company/killerburger/

https://www.instagram.com/killerburger/?hl=en

https://killerburger.com/

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Derrick Hayes, founder and CEO of Big Dave’s Cheesesteaks, joins Zack Oates to share the story behind one of the fastest growing brands in the country. What started as a way to honor his father has turned into a culture-driven company built on community, consistency, and care. Derrick breaks down how customer service became his biggest growth driver, why culture matters more than perfection, and how he keeps teams motivated as the brand scales.

Zack and Derrick discuss:

•  Building a brand rooted in purpose and legacy
•  Why customer service drives repeat business
•  Creating a “family” feeling inside the restaurant
•  Using real-time feedback to improve fast
•  How to scale without losing culture

Thanks, Derrick!

Links:

https://www.linkedin.com/in/derrick-hayes/

https://www.linkedin.com/company/bigdavescheesesteaks/

https://www.bigdavesway.com/

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Anthony Valletta, CEO and President of bartaco, joins Zack Oates to break down what guest experience really looks like today. From managing expectations shaped online to delivering consistent in-store experiences, Anthony shares why the “floor” matters more than the “ceiling” and how brands can close that gap. He also dives into leadership, saying no, and why training for recovery matters more than perfect service.

Zack and Anthony discuss:

•  Why guest expectations are harder to meet than ever
•  The importance of consistency during off-peak moments
•  How to train teams to recover instead of react
•  Why saying no is a leadership skill
•  Turning service failures into long-term loyalty

Thanks, Anthony!

Links:

https://www.linkedin.com/in/anthonyvalletta/

https://www.linkedin.com/company/bartaco/

https://bartaco.com/

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Jennifer Schuler, CEO of Handel’s Homemade Ice Cream and former CEO of Wetzel’s Pretzels, joins Zack Oates to talk about what really drives guest experience today. She shares why people are craving in-person connection more than ever, how small “micro moments” shape loyalty, and where restaurants go wrong with technology. From building an 80-year brand to scaling with intention, Jennifer explains how product quality, human connection, and disciplined operations work together to create lasting impact.

Zack and Jennifer discuss:

•  Why micro connections matter more than ever
•  Balancing speed of service with meaningful interaction
•  Where technology helps and where it hurts
•  Hiring for hospitality, not just skill
•  How to build a brand that lasts generations

Thanks, Jennifer!

Links:

https://www.linkedin.com/in/schulerjennifer/

https://www.linkedin.com/company/handels-ice-cream/about/

https://handelsicecream.com/

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Tom Selementi of Spread Bagelry joins Zack Oates to break down what actually drives guest loyalty in a crowded category. From premium positioning to operational discipline, Tom explains why winning in breakfast and lunch comes down to speed, consistency, and experience.

Zack and Tom discuss:

•  Why you don’t need to reinvent the product to win
•  How speed directly impacts guest satisfaction
•  The importance of owning one core menu item
•  What most restaurants get wrong about guest attention
•  How Covid changed guest expectations around time
•  Simple ways to elevate experience without overcomplicating

Thanks, Tom!

Links:

https://www.linkedin.com/in/tom-selementi-aa794719/

https://www.linkedin.com/company/spread-bagelry/about/

https://spreadbagelry.com/

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Pinky Cole, founder of Slutty Vegan, joins Zack Oates to share how bold branding, authenticity, and resilience built one of the most talked about restaurant concepts in the country. From creating a name that sparks conversation to navigating failure, debt, and rebuilding, Pinky breaks down what it really takes to grow a brand people connect with. 

Zack and Pinky discuss:

•  Building a brand that stands out through controversy and creativity
•  Why authenticity matters more than polish
•  Lessons from raising $33M and scaling fast
•  How failure reshapes better leaders
•  Why the right team changes everything
•  Balancing guest experience with profitability

Thanks, Pinky!

Links:

https://www.linkedin.com/in/pinky-cole-879696a6/

https://www.linkedin.com/company/sluttyveganatl/

https://sluttyveganatl.com/

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Zack Oates sits down with Melissa Doolin-Koehne of Elevate Four to talk about what actually moves the needle in today’s restaurant environment. With decades of experience across operations, data, and leadership, Melissa brings a grounded perspective on what still works.

Zack and Melissa discuss:

•  Why clarity around your value proposition matters more than ever
•  The role of culture in driving guest experience
•  Why investing in general managers delivers the highest ROI
•  What tech companies get wrong when selling into restaurants
•  How strong relationships shape long-term success in the industry

Thanks, Melissa!

Links:

https://www.linkedin.com/in/melissa-doolin-koehne/

https://www.linkedin.com/company/elevate4/about/

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Zack Oates sits down with David Cole of i Fratelli Pizza to talk about building a restaurant brand that lasts. With nearly four decades in the business, David shares what it takes to grow from a small family operation to a multi-location brand while staying consistent.

Zack and David discuss:

•  Why relationships are the foundation of any successful business
•  How complaint recovery builds stronger customer loyalty
•  The shift from phone orders to digital and third-party delivery
•  Simple but effective ways to follow up with guests
•  What operators should consider when expanding locations

Thanks, David!

Links:

https://www.linkedin.com/in/david-cole-73227537/

https://www.linkedin.com/company/i-fratelli-pizza/about/

https://ifratellipizza.com/