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Rob Ertmann, President of Mo’ Bettahs, joins Zack Oates live to share how the brand scaled from 22 to over 60 locations while staying true to its “be aloha” culture. Rob explains how simplicity, consistency, and operational focus helped Mo’ Bettahs deliver great guest experiences at every stage of growth. He shares insights on training, culture preservation, and why handling mistakes the right way builds loyalty.

Zack and Rob discuss:

• How Mo’ Bettahs scaled without losing its aloha vibe
• Why simplicity beats complexity when scaling a brand
• How leadership stays connected by being present in stores
• How guest recovery creates stronger loyalty than perfection
• Why responding fast to feedback is a competitive advantage
• Tactics for maintaining food quality across rapid expansion

Thanks, Rob!

Links:
https://www.linkedin.com/in/rob-ertmann-61b93927/
https://www.mobettahs.com/
https://www.instagram.com/mobettahs/
https://www.linkedin.com/company/mo-bettahs/

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Oliver Barwin, CEO of Bushfire Kitchen, joins Zack Oates live to share how he transitioned from Wall Street to hospitality, building a fast-casual brand focused on healthy food, hospitality, and smart growth. Oliver explains how technology upgrades, streamlined operations, and a better-for-you menu helped Bushfire Kitchen scale during challenging times. He dives into how loyalty to the guest experience shaped their tech decisions and why being proactive in guest recovery is a must. His journey proves that a finance background can be a surprising advantage in hospitality when paired with heart.

Zack and Oliver discuss:

• How Oliver went from investment banking to running restaurants
• Why Bushfire Kitchen rebuilt its entire tech stack from scratch
• The importance of clean operations and guest experience
• How smart quoting and texting improve off-premise satisfaction
• Using feedback tools to track and enhance table touches
• Tactics for creating lasting guest relationships in a competitive market

Learn how Oliver’s approach to scaling Bushfire Kitchen combines heart, hustle, and hospitality.

Thanks, Oliver!

Links:

https://www.linkedin.com/in/oliverbarwin/
https://www.instagram.com/bushfirekitchen/
https://www.bushfirekitchen.com/
https://www.linkedin.com/company/bushfire-kitchen/

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Jeff Perera, founder of Jeff’s Bagel Run, joins Zack to share how a passion project turned into one of the fastest-growing bagel brands in the country. From baking fresh bagels all day long to building real connections with guests, Jeff explains how focusing on hospitality, simplicity, and genuine joy helped grow his business to 12 locations—and counting. Whether it’s innovating with pimento cream cheese or remembering loyal customers by name, Jeff shows why local energy and fresh experiences are at the heart of scaling a beloved brand.

Zack and Jeff discuss:

• Training teams to deliver genuine hospitality
• Keeping growth grounded in community connection
• Why freshness and consistency are non-negotiable
• Empowering staff to create memorable guest moments
• How small touches build big guest loyalty
• Tune in to hear how Jeff’s people-first approach is rewriting what it means to scale with soul.

Thanks, Jeff!

Links:
https://www.jeffsbagelrun.com/
https://www.instagram.com/jeffsbagelrun/
https://www.linkedin.com/in/jeffreyperera/

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Lawrence Longo, serial food entrepreneur and founder of Off the Menu, joins Zack to share how building craveable products, creating genuine hospitality, and staying relentlessly simple have driven his success across multiple brands. As CEO of Prince Street Pizza, Irv’s Burgers, and The Bar Next Door, Lawrence talks about what it really takes to create businesses guests love—and how passion and great teams make it all possible. From launching viral pop-ups to building award-winning brands, he breaks down why consistency, hospitality, and product obsession matter more than trends. Whether it’s pizza, burgers, or cocktails, Lawrence shows how great guest experiences start long before the first bite.

Zack and Lawrence discuss:

• Building craveable experiences guests can’t forget
•  Keeping operations simple while scaling multiple concepts
•  Creating authentic hospitality instead of just transactions
•  Balancing digital convenience with genuine guest care
•  Why consistency and product obsession beat chasing trends
•  Tune in to hear how Lawrence’s people-first approach and passion for great food are redefining hospitality at every level.

Thanks, Lawrence!

Links:
https://www.instagram.com/bigshot/
https://www.instagram.com/princestreetpizza/
https://www.instagram.com/irvsburgers/
https://www.instagram.com/thebarnextdoor/

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Yasaman Stewart, Senior Director of Marketing at Brix Holdings, joins Zack to share how consistency, energy, and real connection drive powerful guest experiences. Drawing from her deep operations and marketing background, Yasaman explains how brands can inspire their teams, build authentic connections, and turn recognition into loyalty.

Zack and Yasaman discuss:

• Why consistency in execution builds brand trust
•  How operational passion elevates marketing efforts
•  Creating emotional guest connections through genuine service
•  Tailoring the guest experience while staying consistent
•  Leveraging feedback and rewards to drive team motivation

Tune in to hear how Yasaman’s people-first approach is creating contagious excitement across brands.

Thanks, Yasaman!

Learn more:

https://ovationup.com/

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

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Kendall Ware, keynote speaker and franchise growth coach, joins Zack to share strategies for building memorable guest experiences rooted in authenticity, consistency, and connection. With a deep background in franchise leadership and hospitality, Kendall offers insights on what really drives guest loyalty—and how small moments make a big difference.

Zack and Kendall discuss:

• Sharing authentic leadership lessons through LinkedIn
• Strengthening franchisee and franchisor relationships
• Turning convenience into long-term guest connection
• Using data to uncover and fix operational gaps
• Adapting brand standards to local market needs

Tune in to hear how Kendall’s people-first approach is shaping the future of hospitality.

Thanks, Kendall!

Learn more: 

https://ovationup.com/

https://kendallware.com/

Kendall Ware - Linkedin

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Sebastian Stahl, former hospitality operator and now founder of Breadth, joins the show to talk about how restaurants can build marketing systems that actually work. As the host of Restaurant Leaders Unplugged, Sebastian shares how guest experience starts long before a diner walks through the door—and how to align your team, tech, and messaging to make every touchpoint count.

Zack and Sebastian discuss:

• Why systems are the foundation of strong marketing
• How to plan campaigns instead of winging them
• The role of tech in enhancing guest experience
• Why every touchpoint shapes brand perception
• How to scale hospitality with the right people
• The connection between employee and guest experience

Tune in to hear Sebastian’s operations-first take on restaurant marketing and how structure creates standout experiences.
 Thanks, Sebastian!

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Chef Troy Guard, founder of TAG Restaurant Group, joins the show to share how creating a vibe, embracing the unexpected, and mentoring talent have helped him grow multiple restaurant concepts across states. From dishwasher to executive chef, Troy reflects on his journey and how guest experience is driven by feeling—not formulas.

Zack and Troy discuss:

• Why “vibe” is the first thing he notices in a restaurant
• How to scale a brand while staying true to its soul
• The power of mentorship and opening doors for others
• Why hospitality is more than food—it’s emotion
• How to keep concepts fresh without losing consistency
• Why feedback and change go hand in hand

Tune in to hear how Troy’s people-first philosophy creates lasting guest impressions and sustainable growth.
 Thanks, Troy!

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Dr. Melissa Hughes joins Zack to explore the neuroscience behind the guest experience. As a keynote speaker and author, Melissa breaks down why small missteps in a restaurant can have an outsized impact, and how operators can respond to reviews with empathy and intention.

Zack and Melissa discuss:

• How the brain's negativity bias affects guest perception
• Why noise can ruin a meal regardless of food quality
• The power of thoughtful responses to negative reviews
• Why most feedback contains hidden truth
• How service recovery can create more loyal guests
• How personalization and empathy influence customer retention

Tune in to hear how Melissa’s brain-based insights can transform the way you handle feedback and build guest loyalty. 

Thanks, Melissa!

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Chris Schultz, CEO of Voodoo Doughnut, joins Zack to share how the brand’s rebellious spirit and cult following stem from bold choices and intentional culture. With decades of experience in hospitality, Chris explores how staying weird can still mean staying operationally sharp.

• Creating a culture that celebrates personality and creativity
• Empowering team members to deliver standout guest experiences
• Turning failures into conversation starters and brand loyalty
• Why engagement and heart matter more than speed
• Building human connection in every guest interaction
• Tune in to hear how Voodoo Doughnut keeps the magic alive while scaling the brand.

 Thanks, Chris!