<h2>Zach Oates, CEO of Ovation, discusses the importance of genuine guest feedback, the pitfalls of relying solely on metrics, and how AI can enhance guest recovery without losing the human touch.</h2><h2>Learn how to turn feedback into actionable insights and build true loyalty in hospitality.</h2>

Zach Oates, CEO of Ovation, discusses the importance of genuine guest feedback, the pitfalls of relying solely on metrics, and how AI can enhance guest recovery without losing the human touch.Learn how to turn feedback into actionable insights and build true loyalty in hospitality.

Your Feedback Is Lying to You

<p>Most hospitality shows sound like a conference panel that never ends. Everyone nods along. Nobody actually risks anything. You forget it before you reach your car.</p><p></p><p>The Return runs the other way.</p><p></p><p>I spent my career on the floor, not in a studio, and that's the whole point. Every episode picks a fight the industry would rather avoid. The guest matters more than the employee. Margin erosion isn't a cost problem, it's a sign you stopped building value. Loyalty programs don't buy loyalty. The only number that survives the long run is whether people come back.</p><p></p><p>Guests get pressure, not a platform. We disagree on purpose. And every episode ends the same way, with one question nobody in this business wants to answer out loud: where is the industry lying to itself right now?</p><p></p><p>If you want comfortable, there are other shows. This one's for operators who'd rather be right than liked.</p>

Business

Management

Most hospitality shows sound like a conference panel that never ends. Everyone nods along. Nobody actually risks anything. You forget it before you reach your car. The Return runs the other way. I spent my career on the floor, not in a studio, and that's the whole point. Every episode picks a fight the industry would rather avoid. The guest matters more than the employee. Margin erosion isn't a cost problem, it's a sign you stopped building value. Loyalty programs don't buy loyalty. The only number that survives the long run is whether people come back. Guests get pressure, not a platform. We disagree on purpose. And every episode ends the same way, with one question nobody in this business wants to answer out loud: where is the industry lying to itself right now? If you want comfortable, there are other shows. This one's for operators who'd rather be right than liked.

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Your Feedback Is Lying to You

Your Feedback Is Lying to You