Give an Ovation: The Restaurant Guest Experience Podcast

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!

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 Protein Bar & Kitchen.

What stood out to us was the intelligent ways he uses customer data gathered by Ovation and Incentivio to provide a customized guest experience.

Today's Ovation goes to you, Jared!

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!

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!

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, but the total experience from a heartfelt welcome to the final wave goodbye.

We tackle the essentials of guest care, from refining a takeaway order to leaving a lasting impression that turns first-time visitors into lifelong patrons.

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 the strength that comes when we support those who serve us, and a reminder of the profound impact that stems from a single act of kindness.

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!

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.

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 hospitality now and 50 years ago, and much more.

Thanks, Max!

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 Guidara's "Unreasonable Hospitality," Zack and Andy combination of operational expertise and the personal touch that defines exceptional customer service.