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

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From NFL MVP to franchise powerhouse, Mark Moseley has done it all. After a legendary 16-year career as the Washington Commanders’ clutch kicker and the only special teams player to ever win MVP, Mark went on to help grow Five Guys from just 3 locations to nearly 2,000 worldwide. In this episode of Give an Ovation, Mark shares how lessons from football shaped his approach to franchising and what it takes to create a consistent, high-quality guest experience across the globe.
 
Zack and Mark discuss: 

• Building trust through values and consistency
• The foundation of quality, service, and cleanliness
• Accountability and the role of secret shoppers
• Lessons from the NFL on teamwork and resilience

Thanks, Mark!

Links:

https://www.linkedin.com/in/mark-moseley-305a4583/
https://www.linkedin.com/company/five-guys-enterprises/
https://www.fiveguys.com/

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Drew Kimball, Relationship Manager at SpotOn, joins Zack Oates to talk about what it really takes to build lasting relationships in hospitality. With over 15 years in B2B sales and a background in restaurants, Drew shares stories from his work with operators, his time as a game store owner, and how he helps brands improve guest experience, efficiency, and revenue.

Zack and Drew discuss:

• Why relationship-building is Drew’s business superpower
• The four “core” pillars every restaurant should focus on
• Real-world examples of improving table turn and guest feedback
• How to provide value through authentic, personal connection
• What a board game store has to do with hospitality

Thanks, Drew!

Links:
https://www.linkedin.com/in/drew-kimball-844a1912/

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

https://www.instagram.com/spoton/

https://www.spoton.com/

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Zach takes the Ovation mic to the streets of Chicago for a special edition of the Two Question Podcast, recorded live at the National Restaurant Association Show. From tech innovators to restaurant operators, leaders across the industry answer two key questions: what should restaurants focus on over the next 12 months, and what tactics can improve the guest experience? You’ll hear quick insights, real-world tips, and recurring themes around data, human connection, and of course—using Ovation.

Thank you to all our amazing guests, including Sean Walchef, Scott Porter, Brandon Barton, and so many more.

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Alice Crowder, CMO of Krispy Krunchy Chicken, joins Zack Oates to break down how the brand grew to nearly 3,400 locations without traditional franchising. From gas stations to guest experience strategy, Alice shares how high-quality food, grassroots marketing, and authentic partnerships drive brand love and repeat visits.

Zack and Alice discuss:

• Why quality, value, and craveability win in any location
• How to grow using micro-influencers instead of ad budgets
• The power of authentic pride among convenience store operators
• Why guest experience starts with product and belief—not policy
• How to create emotional loyalty in unexpected settings

Thanks, Alice!

Links:

https://www.linkedin.com/in/alicecrowder/
https://www.linkedin.com/company/krispy-krunchy-foods/
https://www.instagram.com/krispykrunchychicken/
 https://www.krispykrunchy.com/ 

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Michael Lukianoff, CEO of SignalFlare, joins Zack Oates to unpack the restaurant industry's biggest data challenges and opportunities. From AI-driven decision-making to understanding local market dynamics, Michael explains how restaurants can stay ahead in a crowded, fast-changing landscape.

Zack and Michael discuss:

• Why restaurant growth is outpacing population growth
• How to make sense of complex guest data without loyalty programs
• Why local market dynamics are more important than ever
• How AI will change local marketing strategy
• What brands can do to gain more than their “fair share” of traffic

Thanks, Michael!

Links:
https://www.linkedin.com/in/mikelukianoff/
https://www.linkedin.com/company/signalflareai/
https://signalflare.ai/

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Russ Hawkins, CEO of Agilence, joins Zack Oates to break down how restaurant operators can use data to improve guest experience, boost loyalty, and align teams. With a background spanning telecom, retail, and hospitality, Russ shares practical strategies for avoiding waste, tracking behavior, and turning missed expectations into long-term relationships.

Zack and Russ discuss:

• Why personalization is the new loyalty
• How to align the boardroom with the back-of-house
• Using data to improve staff training and performance
• What operators can learn from both QSR and fine dining
• Why small moments—like remembering a name—still matter

Thanks, Russ!

Links:
https://www.linkedin.com/in/russhawkins/
https://www.linkedin.com/company/agilence-inc/
https://www.instagram.com/agilence_inc/
https://www.agilenceinc.com/

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Ralph Lewis, CEO and third-generation owner of Okeechobee Steakhouse, joins Zack Oates to share the secrets behind one of Florida’s most iconic dining institutions. From 75 years of legacy service to 350,000 free birthday steaks, Ralph dives into how family values and consistent hospitality drive lasting guest loyalty.

Zack and Ralph discuss:

• What it means to deliver true hospitality, not just service
• How Ralph’s team creates “wow” moments with steak and dessert trays
• Why every team member should feel seen, not just staffed
• The impact of birthday traditions on guest memory and retention
• How to train front-of-house staff as experience specialists
• Why culture and consistency beat trendy tech

Thanks, Ralph!

Links:
https://www.linkedin.com/in/ralph-lewis-980a74358/
https://www.linkedin.com/company/okeechobee-steakhouse/
https://www.instagram.com/okeechobeesteakhouse/
https://www.okeesteakhouse.com/

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Eric Robison, developer and multi-unit owner at Rock N' Roll Sushi, joins this episode of Give an Ovation to break down how the brand has grown from 16 to 75+ units and what it takes to get guests back through the doors. From creating a fun, high-energy dining experience to transforming guest feedback into operational change, Eric shares how his team makes sushi dining loud, vibrant, and unforgettable. 

• Why retention beats new traffic
• How COVID shifted guest service culture
• Infusing your brand into your team
• Turning feedback into a gift
• 5 A’s of guest recovery

Thanks, Eric!

Links:

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

https://www.rocknrollsushi.com

https://www.instagram.com/rocknrollsushi/

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 Barry McGowan, CEO of Fogo de Chão, joins Zack to share his incredible rise from washing dishes to leading a global hospitality brand. With over 40 years in the industry, Barry dives into what real value means for guests, why customization and celebration matter, and how to scale culture while staying people first. He discusses the importance of consistency, how to use pricing as a tool for value not margin, and what every brand should do to stay competitive in today’s market. 

• Why hospitality is undergoing a renaissance
• Barry’s long-term pricing and value strategy
• How Fogo trains for five-star service
• The impact of tech vs. human capital
• Who’s leading hospitality innovation today

Thanks to Barry for bringing the fire—literally and figuratively!

Links:
https://www.linkedin.com/in/barrymcgowan/
https://www.linkedin.com/company/fogo-de-sh-aun/
https://fogodechao.com/
https://www.instagram.com/fogo/

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Anthony Bambino, founder and CEO of 3Natives, joins Zack Oates to share how he grew a 900-square-foot juice bar into a 50+ location health-focused brand. With no outside investment, Anthony emphasizes why slow, steady, and personal growth beats fast cash. He shares insights on creating memorable guest experiences, leading a tight-knit team, and empowering employees to deliver service that stands out.

Zack and Anthony discuss:

• How 3Natives grew with zero private equity
• The secret to keeping franchise culture strong
• Why happy employees create loyal customers
• What Anthony learned from Unreasonable Hospitality
• Why handwritten notes still matter in 2025

Thanks, Anthony!

Links:

https://www.linkedin.com/in/anthony-bambino-a60b45315/
https://www.linkedin.com/company/3natives/
https://www.instagram.com/3natives/
https://www.3natives.com/