From Fast Food to Full-Service Success with Jay Bandy at Goliath Consulting Group
Send us a textRestaurant value is not a price point. It is the experience. In this episode, Zack sits down with Jay Bandy, President at Goliath Consulting Group, to unpack what guests really buy and how teams can deliver it consistently. With nearly four decades in foodservice, Jay shares the practical foundations that still work: hire for warmth, train relentlessly, and build a culture guests can feel.Zack and Jay discuss:Why value equals price plus experienceHiring signals that predict great front-of-house performanceTraining first, then hospitalityDaily “drip” habits that shape cultureTurning B players into A players through service vs. hospitalityThanks, Jay!Links:https://www.linkedin.com/in/jaybandy/https://www.linkedin.com/company/goliath-consulting-group/https://jaybandy.com/
--------
19:05
--------
19:05
The Eye In The Sky That Isn't Creepy with Savi's Brock Weeks
Send us a textZack Oates welcomes Brock Weeks, CEO of Savi, to talk about using AI to measure and improve in-store guest experiences. Brock explains how Savi transforms existing security footage into actionable insights that help operators understand consistency, cleanliness, and engagement in real time. Together, Zack and Brock discuss the connection between AI, feedback, and the human side of hospitality.Zack and Brock discuss:Using AI to measure consistency and guest interactionsThe “time to engage” metric and what it revealsWhy data only works when it fits real workflowsHow AI empowers frontline workers instead of replacing themWhy consistency builds trustThanks, Brock!Links:https://www.linkedin.com/in/brock-weeks-7b7471a/https://www.linkedin.com/company/savi-solutions/https://getsavi.com/
--------
16:49
--------
16:49
Arjun Sen of ZenMango on Earning the Second Visit, One Guest at a Time
Send us a textZack Oates welcomes Arjun Sen, marketing executive, speaker, author of Unquiet Forever, and founder of ZenMango. Arjun shares how brands win by owning the feeling of each moment and wowing one more guest at a time. He breaks down first and last impressions, the “food two-minute drill” during peak hours, and why leaders must act instead of react to competition. He also explains “unquitting” as a mindset for teams and retention.Zack and Arjun discuss:How to define and deliver a brand’s core feelingFirst and last impressions that drive a second visitRunning the peak-time “two-minute drill”Acting vs reacting in competitive marketsThe “unquit” mindset for leaders and teamsThanks, Arjun!Links:https://www.linkedin.com/in/zenmangoarjunsen/https://www.linkedin.com/company/zenmango/https://www.zenmango.com/about
--------
23:26
--------
23:26
James Bonanno of Upstream Hospitality on The Power of Fast Feedback
Send us a textZack Oates sits down with James Bonanno, Founder and CEO of Upstream Hospitality Group, to talk about building strong operations, developing A-player leaders, and delivering five-star guest experiences across 20+ locations. From Tap Room to Bango Bowls, James shares how great culture starts with great GMs—and why sharpening the team’s skills is key to growth.Zack and James discuss:Why operations fuel great marketingHow to identify and develop A-player leadersThe role of feedback in improving accuracy and serviceUsing AI and data to boost training and leadership developmentTurning quick responses into loyal guestsThanks, James!Links:https://www.linkedin.com/in/james-bonanno-a5a665103/https://www.linkedin.com/company/upstream-hospitality-group/https://upstreamhospitality.com/blog/tap-room-featured-on-owners-operators/
--------
16:22
--------
16:22
Eric Knott of Tiki Taco on Turning Feedback into Action
Send us a textEric Knott, CEO of Tiki Taco and former PDQ leader, joins Zack Oates to talk about scaling hospitality, refining menu strategy, and building genuine guest connections. With experience ranging from Outback to Tiki Taco, Eric shares how structure and community drive lasting success. He explains how to use guest feedback as a growth tool, why operators must be the “mayor” of their market, and what’s changed most about the modern guest.Zack and Eric discuss:Lessons learned from Outback, PDQ, and Tiki TacoThe power of guest feedback loopsKnowing when to remove or refine a menu itemShifting guest expectations after COVIDBuilding connection through kindnessThanks, Eric!Links:https://www.linkedin.com/in/eric-knott-96504973/https://www.linkedin.com/company/tikitaco/https://www.tikitaco.com/
About Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates
An ad free resource for restaurateurs! Over 100 episodes and a new episode every Monday. Listen in to learn from industry leaders how to grow your restaurant, improve your guest experience, turn your customers from strangers to friends, and to leverage data and marketing tools to increase your revenue.
Listen to Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates, The Moth and many other podcasts from around the world with the radio.net app
Ireland