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

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Josh Boshard, COO of Savory Fund, joins Zack Oates to talk about what it really takes to scale great restaurant brands. With a background in tech and an obsession for operations, Josh shares how momentum, team empowerment, and data-driven decisions shape unforgettable guest experiences. From system-wide A/B testing to feedback-fueled growth, this episode is a masterclass in modern hospitality leadership.

Zack and Josh discuss:

• Why momentum is the most underrated part of guest experience
• How tech can elevate—not replace—hospitality
• The difference between one-off issues and systemic problems
• Why Savory uses guest data to empower, not punish, teams
• The importance of real-time visibility in multi-unit operations

Thanks, Josh!

Links:

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

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

https://www.instagram.com/savoryfund/

 https://www.savoryfund.com/

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Amy Hom, CEO of Barcelona Wine Bar and a powerhouse leader in hospitality, joins Zack to share how she’s created strong cultures and top-tier guest experiences across some of the industry’s most iconic brands. From reducing turnover to building future leaders, Amy brings practical wisdom and contagious energy.

Zack and Amy discuss:

• How culture drives results and retention
• Why team energy is the foundation of guest experience
• How to spot which “B players” can level up
• Why feedback is the ultimate success filter
• The operational must-haves she looks for at every brand
• How gratitude and mindset fuel leadership

Thanks, Amy!

Links:

https://www.linkedin.com/in/amyhom17/
https://www.linkedin.com/company/barcelona-wine-bar/
https://www.instagram.com/barcelonawinebar/
https://barcelonawinebar.com/

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Sebastien Silvestri, CEO of The Dinex Group, joins Zack Oates to share lessons from decades of global hospitality leadership—spanning Bora Bora, Vegas, Miami, and NYC. He dives into how restaurants can elevate the guest experience through entertainment, precision, and people-first operations. From value perception to theatrical dining, Sebastien shares why success starts with obsessed attention to detail and team care.

Zack and Sebastien discuss:

• Why today’s guests crave experiences, not just meals
• How theatrical touches like table-side service delight diners
• Why hospitality starts with taking care of your team
• How to deliver value at every price point
• What consistency, cleanliness, and temperature say to a guest
• The hiring mindset he uses to build passionate, people-loving teams

Thanks, Sebastien!

Links:
https://www.linkedin.com/in/sebastiensilvestri/
https://www.linkedin.com/company/danielbouludcollection/
https://www.instagram.com/sebastiensilvestri/
https://www.instagram.com/danielboulud/
https://www.danielboulud.com/

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Pete Mora, founder of Fajita Pete’s, joins Zack Oates to share how a catering-first mindset transformed his brand from a full-service Tex-Mex restaurant into a thriving, multi-unit concept. Pete reveals how simplifying the model, building genuine guest relationships, and leading with care have been the keys to sustainable growth. He also discusses how small gestures—from handwritten notes to surprise gift cards—can create loyalty that no marketing campaign can buy.

Zack and Pete discuss:

• How Fajita Pete’s evolved from full-service dining to catering-first QSR
• Why caring is the most scalable system in hospitality
• How to use small spaces as relationship-building showrooms
• The secret to growing catering without sacrificing quality
• Why outreach and quick feedback loops are critical to repeat business
• How Ovation helps capture guest sentiment and drive better service

 Thanks, Pete!

Links:  

https://www.linkedin.com/in/pedro-pete-mora-605a37228/

https://www.linkedin.com/company/fajita-pete's/

https://www.instagram.com/fajitapetes/

https://fajitapetes.com/

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Avery Ward, CEO of Little Italy Pizza, shares how he transformed his family's business from a small pizza shop into a multi-million-dollar restaurant group. In this episode, Avery talks about the power of content marketing, building lasting relationships with customers, and staying true to core values while innovating. From the “Slice of Life” series to the challenges of creating a great guest experience, Avery dives into what’s worked for Little Italy and what’s next on their journey.

Zack and Avery discuss:

• Avery’s journey from Apple Genius to CEO
• How creating content helped Avery transform the culture at Little Italy
• The impact of "Slice of Life" series on employee and customer engagement
• Why relationships with customers are key to success in the restaurant business
• Avery’s strategy for balancing technology and hospitality in a growing brand
• The importance of doing the hard work consistently in business

Thanks, Avery!

Links:

Follow Avery on LinkedIn
Follow Little Italy on Instagram
Visit Little Italy Website

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Jane Abell, Executive Chairwoman and Chief Purpose Officer of Donatos Pizza, joins Zack Oates live to discuss how leading with love and purpose has fueled Donatos' growth and guest loyalty. Jane shares how a people-first mindset, innovation, and agape capitalism shape every decision, from store operations to franchise relationships. She also explains how Donatos blends automation with hospitality to preserve their soul while scaling. Her insights offer a roadmap for brands that want to grow without losing their heart.

Zack and Jane discuss:

• How Donatos stays true to its family business roots while innovating
• Why Jane believes in building companies on the power of love
• The role of automation in enhancing—not replacing—hospitality
• How they balance modern convenience with memorable guest experiences
• Lessons from leading through ownership changes and rapid growth
• Why investing in people leads to lasting guest loyalty

Thanks, Jane!

Links:
https://www.linkedin.com/in/janeabell/
https://donatos.com/
https://www.facebook.com/DonatosPizza/

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Bob Andersen, President of The Great Greek Mediterranean Grill, joins Zack Oates live at RLC to share how the brand delivers full-service hospitality in a fast-casual setting. Bob discusses the art of preserving authentic experiences while scaling rapidly, the role of franchisee relationships in sustainable growth, and why Mediterranean cuisine hits the sweet spot for today’s diners. He also dives into the huge opportunity catering presents for restaurants who are ready to do it right.

Zack and Bob discuss:

• How The Great Greek creates an elevated fast-casual dining experience
• Building franchisee relationships based on shared values
• Why Mediterranean cuisine is perfectly positioned for modern customers
• How to scale catering while maintaining quality and brand identity
• Tactics for improving off-premise guest experience
• Why timeless hospitality principles still win in a tech-driven world

Thanks, Bob!

Links:

https://www.thegreatgreekgrill.com/
https://www.linkedin.com/in/bobanderseneatgreek/

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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/