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

Send us a textZack 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 rightThanks, 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/

Send us a textAndrew Pudalov, founder and CEO of Rush Bowls, joins Zack to talk about how he left a high pressure finance career to build a brand centered on real ingredients and genuine guest connection. After years in global trading, Andrew wanted a more meaningful path and a healthier lifestyle for his family, which led to the creation of Rush Bowls more than 20 years ago. Zack and Andrew discuss:How a major career pivot led to Rush BowlsWhy Andrew left Wall Street to build something meaningfulWhat sparked Andrew’s shift from finance to foodHow Andrew transitioned from trading floors to real foodThe turning point that led to creating Rush BowlsWhy Andrew chose to build a brand instead of staying in financeLinks:https://www.linkedin.com/in/andrew-pudalov-07697010/https://www.linkedin.com/company/rush-bowls/https://rushbowls.com/franchise/research-us/our-storyhttps://www.instagram.com/rushbowls/?hl=en

Send us a textIn this episode of Give an Ovation, Zack talks with Frank Paci, CEO of Newk's Eatery, about what truly drives guest experience in a world of dine in, to go, delivery, and catering. Frank shares lessons from leading brands like Burger King, Pizza Hut, McAlister's, Corner Bakery, and Einstein Bros., and how those insights shape Newk's today.Zack and Frank discuss: How convenience and consistency still win in 2025 Designing systems that are simple for teams to execute Turning catering into paid sampling for the brand Using guest feedback to fix the “leaky bucket” Recovering guests and lifting online ratings Why great experiences start with the right peopleLinks:https://www.linkedin.com/in/frank-paci-8b1a56a/https://www.linkedin.com/company/newks-eatery/about/https://newks.com/https://www.instagram.com/newkseatery/?hl=en

Send us a textGregorys Coffee is everywhere right now, and founder and CEO Gregory Zamfotis joins Zack to talk about what it really takes to scale a coffee brand without losing its soul. From mall food courts to multi market growth with Craveworthy Brands, Greg shares how he thinks about speed, quality, and culture in every store.Zack and Gregory discuss: Why franchising is the right next step for Gregorys Coffee How to deliver specialty coffee at real New York speed Dropping beloved donuts to bake fresh in store Developing team members who care as much as you do Using guest feedback to stay ahead of competitorsThanks, Gregory!Links:https://www.linkedin.com/in/gregory-zamfotis-65589112/https://www.linkedin.com/company/gregorys-coffee/https://gregoryscoffee.com/https://www.instagram.com/gregoryscoffee/?hl=en

Send us a textZack Oates sits down with Brianne Harvey, founder and CEO of Break Bread Consulting, to talk about tech that lifts hospitality without getting in the way. Brianne shares how to “bolt on” experts for system launches, train your team to own it, and use simple tools to create memorable moments.Zack and Brianne discuss: Reservation notes that make guests feel known When to bring in a fractional implementation team Authenticity over automation in guest experience Answering every call with call-to-text or routing Small surprises that drive repeat ordersThanks, Brianne!Links:https://www.linkedin.com/in/briannemharvey/https://www.breakbreadconsulting.com/https://www.linkedin.com/company/break-bread-consulting/about/