Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates – Details, episodes & analysis

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Sebastian Stahl, former hospitality operator and now founder of Breadth, joins the show to talk about how restaurants can build marketing systems that actually work. As the host of Restaurant Leaders Unplugged, Sebastian shares how guest experience starts long before a diner walks through the door—and how to align your team, tech, and messaging to make every touchpoint count.

Zack and Sebastian discuss:

• Why systems are the foundation of strong marketing
• How to plan campaigns instead of winging them
• The role of tech in enhancing guest experience
• Why every touchpoint shapes brand perception
• How to scale hospitality with the right people
• The connection between employee and guest experience

Tune in to hear Sebastian’s operations-first take on restaurant marketing and how structure creates standout experiences.
 Thanks, Sebastian!

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Chef Troy Guard, founder of TAG Restaurant Group, joins the show to share how creating a vibe, embracing the unexpected, and mentoring talent have helped him grow multiple restaurant concepts across states. From dishwasher to executive chef, Troy reflects on his journey and how guest experience is driven by feeling—not formulas.

Zack and Troy discuss:

• Why “vibe” is the first thing he notices in a restaurant
• How to scale a brand while staying true to its soul
• The power of mentorship and opening doors for others
• Why hospitality is more than food—it’s emotion
• How to keep concepts fresh without losing consistency
• Why feedback and change go hand in hand

Tune in to hear how Troy’s people-first philosophy creates lasting guest impressions and sustainable growth.
 Thanks, Troy!

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Mitch Baker, VP of Marketing at Robeks, shares his expertise on evolving marketing strategies in the hospitality industry. With a background spanning Hollywood entertainment, Disney, and more, he dives into the role of guest data, technology, and omnichannel marketing in shaping brand success. Mitch also discusses the vital relationship between marketing and operations, the power of consistency, and what truly drives a five-star guest experience.

Zack and Mitch discuss:

• How Robeks leverages guest data for targeted marketing.
• The impact of technology on hospitality marketing.
• The importance of aligning marketing with operations.
• Best practices for omnichannel brand messaging.
• Why guest experience hinges on service and accuracy.

Tune in to hear how Mitch’s insights on marketing, operations, and guest experience can help your restaurant thrive!

Thanks, Mitch!

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Ever wonder how top restaurant brands create a guest experience that keeps customers coming back for more? Prepare to be enlightened as we sit down with Donna Josephson, CMO of Shipley's Donuts, a seasoned marketer who has worked with big names such as Chick-fil-A, Applebee's, Wendy's, and McAllister's. Donna lays bare the common pitfalls marketers often stumble into in the restaurant industry and emphasises the vital role of a partnership between marketers and operators in delivering a memorable guest experience. 

On this episode, you'll learn from Donna about:

• Addressing diverse needs of guests 
• Importance of emotional connection 
• Rapid innovation
• More!

Thanks, Donna!

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Ever wondered about the inner workings of the restaurant industry? Sam  Oches is an award-winning editorial director of Informa's Restaurant and Food Group. Sam Oches has had his eye on the industry for quite some time and has developed an eye for exploring the factors shaping this dynamic landscape. 

On this episode, you'll learn from Sam about: 

• Labor availability
• Rise of automation 
• Tip culture
• More!

Thanks, Sam!

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Get ready to uncover the mysteries behind the success of Groucho's Deli, an iconic restaurant that's stood the test of time for 80 years. Deric Rosenbaum, the president of this thriving chain, joins us on the show to share his insights on a two-fold approach to innovation and the significance of open platforms. 

On this episode, you'll learn from Deric about:

• Customer engagement 
• Using feedback to redirect
• Compatible traditional and progressive guest experience tactics
• More!

Thanks, Deric!

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Are you ready to revolutionize the way you perceive restaurant marketing? Join us as we turn the tables with the brilliant author and consultant, Chip Klose. We pick his brain about his game-changing book, 'Restaurant Marketing Mindset.' This is not just another marketing guide; it's a deep dive into the psychology of your potential customers.

On this episode, you'll learn from Chip about:

• Word-of-mouth
• The triangle principle
• Rethinking your marketing plan
• More!

Thanks, Chip!

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Ready for a story of resilience and innovation in the restaurant industry? Join us as we sit down with Andrew Simmons, the dynamic CEO of Mama Ramona's Pizzeria. Andrew shares his rollercoaster journey, from buying the business right before the pandemic, navigating through the crisis, to coming out stronger. He gives us insights into how he has revolutionized the restaurant's operations by integrating tech and reducing labor costs without compromising the human touch in the business.

Listen to this episode to learn about:

• The economics of pizza subscription services
• Using tech in non-tech-savvy neighborhoods
• The importance of listening to customers
• How to use transparency to your advantage
• More

Thanks, Andrew!

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What does it take to lead successful brands like Red Robin, Torchy's Tacos, California Pizza Kitchen, and Texas Roadhouse? G.J. Hart, current CEO of Red Robin, breaks it down for us, stressing the importance of remaining true to the essence of the brand while testing changes to keep it attractive to customers. G.J.'s insights are a treasure trove for anyone involved in the restaurant business so tune in and hear about his extensive experience and knowledge.

On this episode, you'll learn from G.J. about:

• The hospitality model
• Investing in the right people
• Critical balance between consistency, differentiation, and authenticity 
• More!

Thanks, G.J.!

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Have you ever wondered how plant based food can serve the growing global demand for burgers? Join Zack Oates as he sits down with Benjamin Kaplan, co-founder and CEO of Plant Burger, who shares his fascinating journey into the world of plant-based cuisine. From his personal switch to a flexitarian diet to the creation of Plant Burger, a food haven designed for all food enthusiasts irrespective of their dietary preferences, Benjamin’s story is both intriguing and inspiring.

On this episode, you'll learn from Benjamin about:

• Accuracy and taste
• Importance of an omnichannel presence 
• What it means to be plant based
• More

Thanks, Benjamin!