Send us a text At the beginning, Scott Lawton didn't know what food he was going to sell at his restaurant concept - but he knew how he wanted it to feel. The rest figured itself out. On this episode, we explore the art of creating an exceptional guest experience with Scott Lawton, CEO of bartaco and Uncle Julio's Restaurant Group. Scott shares how bartaco cultivates a unique atmosphere, blending concepts from lifestyle retail with dining to offer guests a memorable escape. He discusses the orig...
May 13, 2024•20 min•Ep. 294
Send us a text Joining us today is Jim Bitticks, President and COO of Dave's Hot Chicken! Have you ever wondered how Dave's became the phenomenon that it is? On this episode, we explore the brand's formula for success, starting with their rise from a humble pop-up to a thriving franchise. Jim shares how a single review ignited their growth, highlighting the importance of a standout product. He discusses strategic celebrity endorsements, like Drake's, which boosted the brand's visibility, and muc...
May 09, 2024•25 min•Ep. 293
Send us a text Today we talk with Ricky Richardson, a seasoned pro from TGI Fridays who is now leading Eggs Up Grill. Ricky shares practical insights on authentic leadership and managing high-energy environments while fostering emotional connections with teams and guests. He emphasizes the importance of passion and effective communication in the guest experience. We also discuss integrating systems like Toast and kitchen displays to meet evolving customer expectations, alongside trends like upsc...
May 06, 2024•18 min•Ep. 292
Send us a text Join us as we chat with Brian Loescher, President of Golden Chick Franchising, about the secrets behind a stellar restaurant experience. Drawing from his background at Rally's Hamburgers and Arby's, Brian shares practical insights for standing out in customer service and technology. Learn about the importance of order accuracy, responsive service, and affordable tech solutions. Tune in for real-world advice on fostering a culture of genuine apologies and staff recognition. Get rea...
Apr 29, 2024•16 min
Send us a text Today's guest is Craig Dunaway, COO of Penn Station East Coast Subs, who shares insights from his 25 years in the restaurant industry. Learn how to spot lasting trends, adopt new technologies wisely, and use a 'fast follow' approach to stay ahead without breaking the bank. We'll dive into how third-party delivery services are changing the way customers interact with restaurants and why building personal connections is crucial. Discover how brands like Chipotle keep customers loyal...
Apr 22, 2024•18 min
Send us a text It's Bo time! Today's episode is with Sergio Pérez, Senior Director of Omnichannel at Bojangles, who takes us through his journey from an intern to a strategic executive in the world of restaurant marketing. We also talk through the 3 C's: Convenience, Consistency, and Connection, and how you can use them to acquire new guests and keep them coming back for a lifetime. This one's a marketing must-listen. Thanks, Sergio!...
Apr 15, 2024•19 min
Send us a text Today we sit down with Shake Shack's CIO, Dave Harris. As you can imagine, he had some great insights on tech stacks, the balance between human and tech-centered hospitality, and the potential he sees AI having on the industry. If you're looking for some high level views on tech in your restaurant, as well as some in-the-weeds tactics, you'll love this episode. Thanks, Dave!...
Apr 08, 2024•22 min•Ep. 288
Send us a text Why should all of us care if restaurants are adopting a big-picture strategy? Sure, Mcdonald's should have a strategy team, if not an entire department. But let's get real - say you've got 14 locations. How do you justify having someone as talented and expensive as Jared Cohen ? Jared and Zack explored this on the podcast this week and we learned how he's taken his experience as Senior Director of Global Strategy at Mcdonald's and turned it into real-world change as the COO of Pro...
Apr 01, 2024•20 min•Ep. 287
Send us a text Today's episode is with Matt Tucker, a titan in the industry who was formerly the President and COO of Olo, and is now the Head of Tock. Matt and Zack discuss: The 'cockroach' strategy—a testament to the relentless hustle required to weather the tempests of industry uncertainties Ben Horowitz's "The Hard Thing About Hard Things" Matt's insights on building teams based on trust More Thanks, Matt!...
Mar 25, 2024•22 min•Ep. 286
Send us a text Today's episode is with the CEO of Big Chicken and Beer Park, Josh Halpern, from whom we learn all about the good and the hard that comes from a star-backed brand. Sure, Shaq can bring them in. But how do you get them to stay? Stay tuned to find out, and learn some valuable lessons about loyalty for your restaurant. Thanks, Josh!
Mar 18, 2024•20 min
Send us a text Imagine treating every diner like Grandma – with warmth, affection, and a genuine concern for their experience. That's the philosophy Andy Husbands, the acclaimed chef behind Smoke Shop BBQ and the author of "Pitmaster," brings to our table in an eye-opening discussion about the transformative power of hospitality in the restaurant world. Andy peels back the layers of what truly makes a restaurant successful. It's not just the sizzle of the barbecue or the mouthwatering flavors, b...
Mar 11, 2024•17 min
Send us a text Our episode today is a heartfelt conversation with the powerhouse behind Giving Kitchen, where we uncover the incredible journey that led Jen from personal tragedy to the founding of an organization that's the embodiment of hope for food service workers facing crisis. Through Giving Kitchen, Jen and her team have turned the tables on misfortune, offering over $11 million in aid to more than 17,000 individuals who keep our favorite eateries running. This episode is a celebration of...
Mar 07, 2024•16 min•Ep. 283
Send us a text Ever wonder how Chick-fil-A became a byword for customer service excellence? Brian Klinger from Comcast joins us to unravel the secrets behind blending technology with the human touch to create unforgettable restaurant experiences. We discuss common industry challenges, like upsizing checks and staff shortages, and how companies like Chick-fil-A stand out by putting care at the forefront of their brand philosophy. Thanks Brian!...
Mar 04, 2024•19 min
Send us a text Is leadership an art or a science? Sam Fauser, the guru of team training and development who's left a mark on Domino’s and NASCAR, joins us to explore this intriguing terrain. Together, we pull back the curtain on the evolution of leadership, challenging long-standing myths about 'lazy' generations and discussing the importance of recognizing diverse perspectives and drives among young employees....
Feb 05, 2024•23 min•Ep. 281
Send us a text In this episode, Max Sheets, Founder & CEO of Chick N Max, peels back the curtain on melding cutting-edge data analytics and AI with the indispensable art of site visits to pinpoint the perfect spot for a thriving restaurant. Whether it's the buzz in the kitchen or the welcome at the door, Max reveals how a deep understanding of the local market's heartbeat is what truly sets a restaurant apart. Zack and Max also discuss the importance of your people, the differences between h...
Feb 01, 2024•19 min
Send us a text This episode has a lot of... hart. Discover the art of building a brand that shines on its own, even when it's linked to the dazzle of a celebrity like Kevin Hart. Join us as Andy Hooper, CEO of Hart House, opens up about the delicate dance of leveraging star attraction while ensuring that the brand's essence captivates and retains customers. When Kevin's name draws them in, it's the quality and consistency of Hart House that keeps them coming back. Drawing inspiration from Will G...
Jan 29, 2024•22 min
Send us a text Jennifer Ryan is the restaurateur behind BlueRoot, a seemingly rare example of healthy, tasting eating in Alabama. She's also the Co-Founder and CEO of Croux, an online marketplace that connects vetted talent with flexible work opportunities. On this episode, Jennifer walks us through creating a culture of "yes" at BlueRoot, where the answer to a customer's request is always one smile away. She even lets us in on her secret sauce for fostering a dedicated, well-compensated team, p...
Jan 24, 2024•20 min
Send us a text Prepare to be enlightened by Carin Stutz, a hospitality giant whose restaurant industry experience serves as the backbone of today's conversation. Her tenure at the helm of industry giants like Wendy's and Applebee's has made her a veritable oracle of career wisdom. For anyone dreaming of a hospitality career that leaves a lasting impact, Carin’s insights into operational finesse are a feast of knowledge you won't want to miss. On this episode, you'll learn from Carin about: Self ...
Jan 18, 2024•26 min•Ep. 277
Send us a text Tune in to this week's episode with Michael McHenry, the mastermind behind The McHenry Group, as he joins us to unravel the intricacies of curating dining experiences that linger after the last bite. Michael shares his creative journey, revealing the fusion of tradition and innovation that goes into each menu item's conception, ensuring that it not only delights the palate but also touches the soul. On this episode, you'll learn from Michael about: Aspects of ambiance Making each ...
Jan 16, 2024•22 min•Ep. 276
Send us a text Uncover the secrets behind the scenes of the restaurant world with David Doty, the financier turned hospitality expert. Our conversation peels back the curtain on the meticulous craft of curating a five-star guest experience, revealing the heart and soul that transform a meal into an enduring memory. David imparts his unique perspective on steering iconic establishments to new heights. On this episode you'll learn from David about: Turning customer interactions into loyalty Person...
Jan 11, 2024•18 min•Ep. 275
Send us a text Unlock the secrets behind the fast-food revolution with Eric Knott, COO of PDQ, as we discuss the art of enhancing the guest experience in the bustling restaurant industry. Learn how PDQ's dedication to quality goes beyond mouthwatering meals, delving into the heart of their team dynamics and community engagement. As we examine the ripple effects of business practices on both community and industry, you'll grasp how PDQ is setting a new standard for fostering lasting relationships...
Jan 09, 2024•21 min•Ep. 274
Send us a text Discover the secret sauce behind creating an unforgettable guest experience with Laura Ray Dickey, the CEO of Dickey's BBQ Pit. Dickey's BBQ is a legacy brand that began in 1941. In this episode, Laura pulls back the curtain on what it takes to serve up mouthwatering barbecue and lays bare the critical decisions that shape a beloved brand. On this episode, you'll learn from Laura about: Innovative metrics of success Turning feedback into stepping stones The importance of trust Mor...
Jan 04, 2024•17 min•Ep. 273
Send us a text Unlock the secrets of social media stardom with Cereal Killerz Kitchen Owner, Chris Burns. Chris dishes out the recipe for creating content that not only tickles the taste buds but also captures the hearts of over a million followers. Step into the vibrant hustle of Las Vegas Strip marketing, where Chris Burns navigates the transient tides of customers with a shrewd social media strategy. On this episode you'll learn from Chris about: Authenticity and relatability Advertising in b...
Jan 02, 2024•22 min•Ep. 272
Send us a text Step into the dynamic world of hospitality as Jordan Cusner shares how he transitioned from musician to lawyer, and now guest insights as he executes enhanced dining experiences with data-driven creativity. Jordan reveals his philosophy on cultivating ideas and reflects on the industry's most mouth-watering advancements, this is an episode you don't want to miss! On this episode you'll learn from Jordan about: Guest centricity Sharing objectives across organizations Innovating con...
Dec 28, 2023•18 min•Ep. 271
Send us a text Get ready because this week's episode dives into the booming industry of fast casual fried-chicken as we chat with Dave's Hot Chicken's powerhouse duo: Co-Founder/CBO Arman Oganesyan and CEO Bill Phelps. Arman's marketing ingenuity and Bill's strategic eye have catapulted Dave's Hot Chicken from a local curiosity to a national sensation. On this episode, you'll learn from Arman and Bill about: Vision that guides branding Operational wisdom and simplicity Staying true to core ident...
Dec 21, 2023•24 min•Ep. 270
Send us a text Welcome to our milestone 250th episode of the Give an Ovation podcast, where we have assembled an all-star panel of industry experts: 🎙 Kelly MacPherson, Union Square Hospitality Group 🎙 Shawn P. Walchef, Cali BBQ Media 🎙 David "Rev" Ciancio, Handcraft Burgers and Brew, Branded Hospitality Ventures, and... everywhere else basically 🎙 Geoff Alexander, Wow Bao 🎙 Christopher J. Ramirez, Dog Haus & The Absolute Brands This episode features more than just a panel of experts di...
Dec 18, 2023•45 min
Send us a text Strap in as we journey through an insightful conversation with Dan Simons, Founder and Co-owner of Farmers Restaurant Group. As a leader in the business world, he underlines the importance of striking a balance – pushing employees to achieve their goals while also ensuring their mental well-being is prioritized. On this episode, you'll learn from Dan about: Mental health in the workplace Effective leadership and employee advocacy Farm-to-table concepts More! Thanks, Dan!...
Dec 11, 2023•18 min•Ep. 268
Send us a text Imagine dining in a world-class restaurant and, as an added bonus, enjoying a lively game of bowling or bocce right there. That's the winning recipe Dale Schwartz, Founder and CEO of Pinstripes, brings to the table. From his journey as a visionary entrepreneur to the inception of Pinstripes, Dale shares the ups and downs of his business adventure. On this episode, you'll learn from Dale about: Crucial role of feedback Cueing the guest Entrepreneurial success More! Thanks, Dale!...
Dec 07, 2023•15 min•Ep. 267
Send us a text Experience a revealing conversation as we delve into the intricate world of diversity, inclusion, and belonging (DIB) in the restaurant industry with Dr. James Pogue. You'll gain a new appreciation for the importance of DIB and its role in enhancing productivity, igniting innovation, and strengthening collaboration. On this episode, you'll learn from James about: DIBs Inclusive leadership Creating a sense of belonging across experiences Understanding but not limiting team members ...
Dec 04, 2023•21 min•Ep. 266
Send us a text Get ready to feast on some delicious insights as we sit down with Gus Malliaris, the genius behind Detroit Wing Company and its rise from a singular location to 31 thriving branches. We unwrap the secrets behind Gus's success underscoring the power of customer experience in the restaurant game. On this episode, you'll learn from Gus about: Leader by example Handling multiple locations Instilling passion in employees More! Thanks, Gus!...
Nov 30, 2023•20 min•Ep. 265
