Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates

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Fred LeFranc and Kristina Wiltsee join Zack Oates to discuss leadership, decision making, and alignment in today’s restaurant and hospitality environment. As co hosts of The Executive and the Mystic podcast, they share how leaders can balance execution with intuition while building clarity, confidence, and stronger teams. 
 Zack, Fred and Kristina discuss: 
 Why intuition is already driving executive decisions
 How leaders break out of analysis paralysis
 The role of alignment in high pressure leadership
 Why self awareness is the foundation of emotional intelligence
 How leaders create clarity for their teams during uncertainty
Thanks Fred and Kristina!

Links:
https://www.theexecutiveandthemystic.com/
https://www.instagram.com/theexecutiveandthemystic/
https://www.youtube.com/@ExecutiveandMysticPodcast
https://open.spotify.com/show/2JFumYZRzULtYveqUzN4e5
https://www.linkedin.com/in/fredlefranc/
https://www.linkedin.com/in/kristinawiltsee/

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Chris Stevenson, Founder of The Empower Group, joins Zack Oates to explore what it really takes to create guest experiences people remember. Drawing from his background in fitness, hospitality, and live entertainment, Chris shares why empowering teams, simplifying processes, and focusing on service recovery can dramatically improve loyalty and engagement.
Zack and Chris discuss:
 Why memorable experiences matter more than perfection
 How empowerment improves both employee and guest satisfaction
 What easy, effective, and enjoyable really looks like in practice
 Why service recovery creates stronger loyalty than flawless service
 How data helps brands move from feel to real decisions
Thanks, Chris!
Links:
https://www.linkedin.com/in/stevensonempowers/
https://www.linkedin.com/company/theempowergroup/about/
https://www.youtube.com/@theempowergroup

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Carl Orsbourn of Invisible joins Zack Oates to unpack what AI really means for restaurant operators and guest experience. Rather than chasing hype, Carl explains how AI can be used practically to support teams, reduce friction, and create better outcomes for both guests and employees.
Zack and Carl discuss:
 Why AI should support people instead of replacing them
 How operators can use AI to remove busywork from teams
 Where AI can improve consistency and execution
 What restaurant leaders often misunderstand about automation
 How thoughtful AI adoption can elevate the guest experience
Thanks, Carl!
Links:
https://www.linkedin.com/in/carlorsbourn/
https://www.linkedin.com/company/invisible-technologies-inc-/about/
https://invisibletech.ai/

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Brian Fauver, Partner at Hargett Hunter Capital Management, joins Zack Oates to share how investors evaluate restaurant brands through the lens of guest experience. With nearly two decades of experience investing in hospitality, Brian explains why authenticity, hospitality, and emotional connection matter just as much as unit economics when building brands that last.
Zack and Brian discuss:
 Why restaurants create powerful guest loyalty
 What investors look for beyond unit economics
 The difference between service and true hospitality
 Why authenticity cannot be manufactured
 How guest feedback protects brand trust as concepts scale
Thanks, Brian!
Links:
https://www.linkedin.com/in/brian-fauver-1639471/
https://www.linkedin.com/company/hargett-hunter/about/
https://hargetthunter.com/

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Zack Oates sits down with Geoff Henry, President of the Americas at Gong cha, to talk about what it takes to build and scale a global beverage brand. With leadership experience at Coca Cola, Jamba Juice, and now Gong cha, Geoff shares how personalization, quality, and data shape the modern guest experience in beverage concepts. The conversation explores why bubble tea has become a defining category for younger consumers, how kiosks and digital ordering impact satisfaction, and what brands must do to stay relevant as guest expectations evolve.
Zack and Geoff discuss:
 Personalization and customization at scale
 Why bubble tea resonates with Gen Z consumers
 The role of kiosks and digital ordering
 Using guest feedback to guide decisions
 Brands that are getting guest experience right
Thanks, Geoff!
Links:
https://www.linkedin.com/in/geoff-henry/
https://www.linkedin.com/company/gongchagloballtd/about/
https://www.gong-cha.com/
https://www.instagram.com/gongchatea/