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

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Restaurant value is not a price point. It is the experience. In this episode, Zack sits down with Jay Bandy, President at Goliath Consulting Group, to unpack what guests really buy and how teams can deliver it consistently. With nearly four decades in foodservice, Jay shares the practical foundations that still work: hire for warmth, train relentlessly, and build a culture guests can feel.

Zack and Jay discuss:

• Why value equals price plus experience
• Hiring signals that predict great front-of-house performance
• Training first, then hospitality
• Daily “drip” habits that shape culture
• Turning B players into A players through service vs. hospitality

Thanks, Jay!

Links:
https://www.linkedin.com/in/jaybandy/
https://www.linkedin.com/company/goliath-consulting-group/
https://jaybandy.com/

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Zack Oates welcomes Brock Weeks, CEO of Savi, to talk about using AI to measure and improve in-store guest experiences. Brock explains how Savi transforms existing security footage into actionable insights that help operators understand consistency, cleanliness, and engagement in real time. Together, Zack and Brock discuss the connection between AI, feedback, and the human side of hospitality.

Zack and Brock discuss:

• Using AI to measure consistency and guest interactions
• The “time to engage” metric and what it reveals
• Why data only works when it fits real workflows
• How AI empowers frontline workers instead of replacing them
• Why consistency builds trust

Thanks, Brock!

Links:
https://www.linkedin.com/in/brock-weeks-7b7471a/
https://www.linkedin.com/company/savi-solutions/
https://getsavi.com/

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Zack Oates welcomes Arjun Sen, marketing executive, speaker, author of Unquiet Forever, and founder of ZenMango. Arjun shares how brands win by owning the feeling of each moment and wowing one more guest at a time. He breaks down first and last impressions, the “food two-minute drill” during peak hours, and why leaders must act instead of react to competition. He also explains “unquitting” as a mindset for teams and retention.

Zack and Arjun discuss:

• How to define and deliver a brand’s core feeling
• First and last impressions that drive a second visit
• Running the peak-time “two-minute drill”
• Acting vs reacting in competitive markets
• The “unquit” mindset for leaders and teams

Thanks, Arjun!

Links:

https://www.linkedin.com/in/zenmangoarjunsen/
https://www.linkedin.com/company/zenmango/
https://www.zenmango.com/about

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Zack Oates sits down with James Bonanno, Founder and CEO of Upstream Hospitality Group, to talk about building strong operations, developing A-player leaders, and delivering five-star guest experiences across 20+ locations. From Tap Room to Bango Bowls, James shares how great culture starts with great GMs—and why sharpening the team’s skills is key to growth.

Zack and James discuss:

• Why operations fuel great marketing
• How to identify and develop A-player leaders
• The role of feedback in improving accuracy and service
• Using AI and data to boost training and leadership development
• Turning quick responses into loyal guests

Thanks, James!

Links:

https://www.linkedin.com/in/james-bonanno-a5a665103/
https://www.linkedin.com/company/upstream-hospitality-group/
https://upstreamhospitality.com/blog/tap-room-featured-on-owners-operators/

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Eric Knott, CEO of Tiki Taco and former PDQ leader, joins Zack Oates to talk about scaling hospitality, refining menu strategy, and building genuine guest connections. With experience ranging from Outback to Tiki Taco, Eric shares how structure and community drive lasting success. He explains how to use guest feedback as a growth tool, why operators must be the “mayor” of their market, and what’s changed most about the modern guest.

Zack and Eric discuss:

• Lessons learned from Outback, PDQ, and Tiki Taco
• The power of guest feedback loops
• Knowing when to remove or refine a menu item
• Shifting guest expectations after COVID
• Building connection through kindness

Thanks, Eric!

Links:

https://www.linkedin.com/in/eric-knott-96504973/
https://www.linkedin.com/company/tikitaco/
https://www.tikitaco.com/

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From Charleston roots to a growing national footprint, Amanda Kahalehoe has built a brand that’s both fierce and warm. As COO of Vicious Biscuit, she shares how her team balances bold, indulgent food with genuine Southern hospitality. Amanda and Zack dive into how her brand “out-hospitalities” the competition, the power of listening to guests, and what operational excellence really means in today’s restaurant world.

Zack and Amanda discuss:

• The origins and growth of Vicious Biscuit
• Why guest feedback drives innovation
• How to out-serve your competition
• Defining operational excellence
• Building loyalty through culture

Thanks, Amanda!

Links:

https://www.linkedin.com/in/amanda-kahalehoe-6683a987/
https://www.linkedin.com/company/vicious-biscuit/
https://viciousbiscuit.com/

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Jason Sobocinski joins Zack Oates to share how Haven Hot Chicken builds lasting guest love through great food, consistent hospitality, and small gestures that surprise and delight. From “reverse tipping” cards to weekly community drop-offs, Jason explains how joy and consistency fuel growth in a competitive chicken market.

Zack and Jason discuss:
 • Why exceeding expectations defines hospitality at Haven
 • How consistency keeps guests returning visit after visit
 • Turning feedback into opportunities for improvement
 • Reverse tipping cards as a unique way to delight guests
 • Surprise-and-delight catering drops that drive awareness

Thanks, Jason!

https://www.linkedin.com/in/jason-sobocinski-75016730/
https://www.linkedin.com/company/haven-hot-chicken/
https://www.havenhotchicken.com/

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Paul Damico joins Zack Oates to share what still wins guest loyalty today. His take is simple: nail the four walls first, then scale. With leadership across Blaze, Fuzzy’s, Global Franchise Group, Focus Brands, and Moe’s Southwest Grill, Paul explains how culture, training, and clean execution turn into traffic, while technology should remove friction rather than add it.

Zack and Paul discuss:
 • Why the in-store experience fuels long-term digital sales
 • The fundamentals that never change for restaurants
 • Cleanliness as a true traffic driver
 • Building a tech stack that feels seamless to guests
 • Training and culture as the core of execution

Thanks, Paul!

Links:
https://www.linkedin.com/in/damico5/
https://www.linkedin.com/company/blazepizza/
https://www.instagram.com/blazepizza/?hl=en

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John Laun, CMO of Earthbar, joins Zack Oates to share how a wellness brand with roots in the 1970s is scaling nationally while keeping guest experience front and center. With over 60 locations and a strong partnership with Equinox, Earthbar focuses on energy, consistency, and culture to make every visit the best part of a guest’s day.

Zack and John discuss:

• How Earthbar grew from supplements to smoothies to 60+ stores
• Why “energy” is a core value for team members
• Using real-time feedback to recover service instantly
• Why happy guests are the brand’s best marketers
• How AI serves as a trusted advisor for growth

Thanks, John!

Links:
https://www.linkedin.com/in/jlaun/
https://www.linkedin.com/search/results/all/?keywords=Earthbar&sid=UbS
https://earthbar.com/

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Justin Falciola, President of the Americas at Deliverect, joins Zack Oates to explore how technology and hospitality can work hand in hand. With leadership experience at Papa John’s and CKE, Justin has seen the restaurant industry from both the operator and vendor sides. He shares how Deliverect is helping brands scale profitably by connecting POS systems, delivery aggregators, and first-party digital platforms—all while keeping the guest at the center. 

Zack and Justin discuss:

• Why Blockbuster failed and what restaurants can learn from it
• The critical role of GMs in shaping guest experience
• How data and curiosity help uncover guest insights
• Why operators should spend time working in restaurants
• The overlooked potential of the drive-thru

Thanks, Justin!

Links:
https://www.linkedin.com/in/justinfalciola/
https://www.linkedin.com/company/deliverecthq/
https://www.deliverect.com/en