Join us on this episode of Give an Ovation as we welcome back Andy Rebhun, the Chief Experience Officer at CAVA. With a rich background in leadership roles at Ford Motor Company, McDonald’s, and El Pollo Loco, Andy shares invaluable insights into the restaurant industry’s best practices. We dive deep into the importance of consistency, culture, and authenticity in creating exceptional guest experiences. Whether you’re a small restaurant brand or a large chain, Andy’s advice on building a guest-centric brand, breaking down silos, and developing a cohesive brand voice will help you elevate your restaurant’s success. Don’t miss this enlightening conversation that offers practical strategies for anyone in the hospitality industry.

Here are some highlights:

What is the most important aspect of the guest experience?

“I think consistency. Consistency in the way that the brand shows up. Whether you go into one of our 320 plus restaurant locations, you have that friendly team member who is making sure that they go out of their way to make the visit incredible, memorable. Give them the idea that every single visit that they have to a CAVA location is going to be that similar type of experience. Whether you order through our digital ecosystem on first party or third party, that food, that packaging, that experience is consistent across.

Or if you order catering we offer catering in 22 of our locations today making sure that if you’re with family or friends or with coworkers, the food shows up the same way we want it to show up across all our different channels. So I think consistency is the key with that experience and we really go to great lengths to make sure that we’re consistent across all our different platforms.” – Andy Rebhun

What’s a tactic you’ve used to improve the guest experience?

“I think brand tone of voice is one thing that we really feel like we want to get that same level of hospitality throughout all the different channels in which they choose to interact with CAVA. Anything to help us being accessible on social media. That’s one of the things we pride ourselves on.” – Andy Rebhun

Who’s someone in the industry that deserves an Ovation?

“I’m going to give a shout out to a brand that I feel like I go there for special occasions, but Hillstone Restaurant Group. I just think their level of consistency across their portfolio is commendable. It’s one of the reasons why I think I decided to go into the restaurant industry is I experienced that on special occasions as a kid. Hospitality that they continue to exhibit day in and day out, every single time I visit, is admirable and it’s a focus of their team members. It’s the attention to details. It’s consistent across all their properties that I’ve visited. So shout out to Hillstone. Job well done.” – Andy Rebhun

Learn More About Andy and CAVA

To learn more about Andy Rebhun and follow his insights, visit the CAVA website at cava.com or download the CAVA app available on the Apple App Store and Google Play Store. With 320+ restaurants in 25 states and CPG products available in every Whole Foods across the country, CAVA brings heart, health, and humanity to food. Experience the bold Mediterranean flavors and join the journey with CAVA today.