And it was worth the wait.

From early days in hospitality (and admittedly being a “bit of a mischievous lad”) to launching hotels across London, navigating redundancy during COVID with twin new borns, and now stepping into a brand new luxury estate role back in Yorkshire… Paul’s journey is packed with honesty, resilience, and a proper appreciation for the twists life throws your way.

We talk about growth, mistakes, leadership, and why sometimes the plan you had isn’t the one you end up living, and that’s exactly where the magic happens.

In this episode, Paul and I get into…

• His early entry into hospitality through weekend jobs and how it quietly became a career
• The “cheeky chappy” phase… and the moment his brother told him to go to London and grow up
• Learning the craft of hotels with Premier Inn, and why fundamentals matter more than flash
• Launching multiple hotels across London and what that teaches you about scale and standards
• Winning an Acorn Award and how that opened his eyes to a bigger world beyond his role
• Managing three different hotel brands in Leicester Square (and juggling three ways of working at once)
• The brutal reality of COVID redundancy with a young family, and navigating uncertainty
• Relocating back to Yorkshire and rebuilding from the ground up
• Launching GuestHouse Hotels’ No.1 York and building something from scratch
• The power of giving people second chances, including working with prison rehabilitation programmes
• Why mistakes aren’t failures, they’re proof you’re actually pushing yourself

Some cracking quoteables from Paul

“You can have a plan… and then something comes along and completely changes it”

“I think that’s where I learned hotels”

“Mistakes aren’t bad things, they just mean you tried something different”

“If you’re not making mistakes, you’re probably playing it too safe”

“Life’s about making mistakes… as long as you learn from them”

“You don’t get that level of success without being great at what you do”

Why this episode is worth your ears

If you’ve ever felt like your career hasn’t gone in a straight line… good. That’s exactly the point.

Paul’s story is a brilliant reminder that growth often comes from the unexpected, whether that’s a tough boss, a redundancy, a relocation, or just saying yes to a conversation you didn’t see coming.

There’s loads in here about leadership, resilience, and the importance of early opportunities in shaping careers, especially in hospitality.

Whether you’re just starting out or leading teams of your own, this one will give you a fresh perspective on what progress actually looks like.

Show Partners

A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

From starting out in the world of KPMG and Ernst & Young, to stepping into hospitality with a desire to have more impact, more energy, and a bit more colour in her working life, Gemma’s story is packed with intelligence, curiosity, self awareness, and the kind of warmth that makes you understand very quickly why she’s ended up where she is.

Along the way there are some absolute gems… including a debate on whether salt and vinegar crisps should be blue or pink, a trained accountant being completely undone by coins at a school bake sale, and a glorious story from Mexico involving mezcal, a brass band, and a firework bull ending up on Thomasina Miers’ head.

Standard!

But underneath the laughs is something deeper, a conversation about finding work that actually fits who you are, leading with both structure and energy, and why hospitality only really works when you remember it’s a people business first.

In this episode, Gemma and I get into…

• Starting out in accountancy and why big professional service firms can give you an incredible foundation

• The moment she realised she was leaving part of herself, her “yellow energy”, on the table

• Moving into Wahaca and being told, essentially, to come in and get stuff done

• Why entrepreneurial energy and structured execution can be a brilliant combination

• Growing through the business from commercial roles to food, COO and now Managing Director

• What it means to help lead a much-loved British restaurant brand as it turns 18

• Why hospitality is equal parts exhausting and exhilarating

• How Wahaca thinks about people, guest experience and profit, and why that order matters

• The power of pride in creating consistency, care and brilliant guest experiences

• Building authentic brand partnerships with Attis, Dusty Knuckle and local bakeries around the UK

• The role curiosity plays in building culture, collaboration and better ideas

• Why understanding personality types can improve leadership, communication and team dynamics

• How to deal with uncomfortable conversations before they become bigger problems

• Why fun is not the opposite of seriousness — it might actually be one of the best ways to get serious things done

Some cracking quote-ables from Gemma

“You have to take ownership of your own positivity”

“We are a people business who just happen to serve food and drink.”

“Get rid of the sand”

“Know the difference between what you know and what you think you know”

Why this episode is worth your ears

If you’ve ever found yourself wondering whether the career path you’re on really fits who you are… this one will hit home.

Gemma’s story is a brilliant reminder that leadership doesn’t have to look one certain way, and that some of the best careers are built when you stop trying to fit the mould and start understanding what actually energises you.

It’s also a cracking conversation about brand, culture, people, hospitality, and the magic that happens when you combine structure with curiosity.

And if nothing else…

Come for the leadership wisdom.

Stay for the flaming bull in Mexico.

Show Partners

A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

A very good reminder that the loudest person in the room isn’t always the best leader

This week, after what feels like about 17 years of trying to line up diaries, I finally sat down with the legend that is Chris Eigelaar, Managing Director of The Belfry Hotel & Resort.

Now, if you know The Belfry, you’ll know it’s not exactly a sleepy little B&B with a bowl of mints on reception.

We’re talking world famous golf, huge events, 468 bedrooms, 1,100+ team members, a £90m transformation, and the kind of sporting history that makes golf fans go a bit weak at the knees.

And yet, underneath all of that, Chris is one of the most grounded, thoughtful leaders you could hope to meet.

We talk about growing up in hotels in South Africa, arriving in London with a thousand quid and a return ticket, learning that he was a much better front of house operator than chef… and why understanding yourself might be one of the most important things you ever do in leadership.

Also, yes, there is a story involving a documentary, a fake power cut, and a perfectly timed on camera jump.

Which is, obviously, exactly the sort of thing I’m here for.

In this episode, Chris and I get into…

• Growing up in a hotel family, where hospitality was basically in the wallpaper

• His dad giving him two career options: the Navy… or hospitality

• Starting out wanting to be a chef before being politely redirected elsewhere

• Moving to London with £1,000, traveller’s cheques, and vibes

• Picking up whatever work he could get, including some wonderfully random shifts

• Helping open the Sofitel St James and building his early career in luxury hospitality

• Why he briefly left hotels… then realised he missed the madness

• Landing at The Belfry and leading one of the most iconic resorts in the UK

• What it really takes to deliver a £90m investment programme in a live business

• Why he believes in a flat structure, open doors, and walking the floor

• Learning not to force yourself into someone else’s leadership mould

• Why being an introvert in hospitality is not a weakness

• The power of good mentors… and the lessons bad ones teach you too

• Resilience, togetherness, and what tough moments reveal about teams

• Why one great golf shot is enough to make you think you’re Tiger Woods for 3 seconds

Some cracking quotes from Chris

“Hospitality chooses you”

“Just be comfortable with yourself”

“My role is to remove barriers so people can do their jobs”

“There’s no right or wrong leadership style, it’s how you use it”

“If one person does it, everybody does it, that’s hospitality”

Why this episode is worth your ears

This one’s for anyone who’s ever felt like they didn’t quite fit the “standard” idea of what a hospitality leader is supposed to look like.

Chris is proof that you don’t need to be the biggest voice in the room.

You don’t need to be all jazz hands and noise (Sorry, I'll tone it down... I won't)

You just need to know your people, know yourself, and create the sort of environment where others can do their best work.

Also, if you fancy a bit of behind-the-scenes Belfry brilliance, leadership wisdom, golf chat, and a story about jumping away from an electrical unit on camera…

You’re in very safe hands.

Show Partners

A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

What happens when two people who love a bit of unstructured behaviour get together for a structured conversation?

The answer?

Lots of unstructured conversation

This week I sat down with Conrad Brunton, founder of Tonic Talent, passionate hospitality advocate, charity champion, networking powerhouse… and a man who clearly believes that if you’re going to do something, you might as well do it properly.

Before we get into his journey. Conrad is seeking your help. If you have even a tiny sliver of love for Hospitality, please follow the link at the top of the page and put your name to support his open letter to the chancellor

To his story, From washing pots at 14, to running the best fish and chip shop in England (Genuinely), to bankruptcy, to building a respected recruitment business and one of the Midlands’ most influential hospitality networks, Conrad’s story is packed with resilience, humour, honesty, and a few brilliant war stories.

Including… dropping a potato down the shirt of a senior British politician just before he went on stage

Yes. That actually happened.

But underneath the laughs is a deeper conversation about pride in your work, why hospitality people are wired differently, and the importance of standing up for an industry that so many of us love.

In this episode, Conrad and I get into…

• Starting in hospitality at 14 as a KP and discovering the “buzz” of kitchens

• The concept of restaurants being “a cockroach in the bloodstream” (credit: Sir Terence Conran)

• Working at incredible places like Simpsons, Malmaison and the Fat Duck

• Opening a fish and chip shop, and eventually being named the best in England

• What bankruptcy really teaches you about resilience and self-belief

• Why recruitment is really about conversations, not CVs

• Building Tonic Talent, now celebrating 10 years in hospitality recruitment

• Why great recruiters should feel like an extension of your brand

• The importance of culture, accountability, and simple things like a good checklist

• The incredible power of hospitality communities and networks

• Why the industry needs to stand up for itself right now more than ever

Some cracking quoteables from Conrad

“Restaurants are like a cockroach in the bloodstream, once it’s there, it never leaves”

“If you’re going to do something, do it to the absolute best of your ability”

“I don’t actually like recruitment… I like the conversations”

“Treat people the way you’d want to be treated, it’s not complicated”

“Hospitality people love what they do. Not many industries can say that”

Why this episode is worth your ears

Conrad’s journey is a brilliant reminder that hospitality careers are rarely straight lines.

They’re messy.

They’re unpredictable.

Sometimes they knock you flat.

But if hospitality gets into your bloodstream…

You tend to find your way back.

And along the way you might build something pretty special.

Just try not to drop a potato down anyone’s shirt.

Show Partners

A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

From waitressing at 14 in South Africa (while telling everyone she was 16… obviously), to opening restaurants, running pubs, building multi-site businesses, leading people functions at brands like Ottolenghi & MJMK and now helping shape the next generation of hospitality leaders, Ella’s story is packed with graft, curiosity, and a healthy dose of “why not give that a go?”

Along the way there are some absolute hospitality gems… including the moment she handed Leonardo DiCaprio chicken on a stick, worked 3am Soho finishes fuelled by “Chinese tea” and helped open a 300 cover restaurant just as the financial crash hit. Ideal timing.

But underneath the brilliant stories is something deeper, a conversation about the power of hospitality as a career, the importance of learning by doing, and why developing people might just be the most important job our industry has.

In this episode, Ella and I get into…

• Starting in hospitality at 14 and discovering confidence through people

• Moving from South Africa to the Netherlands (and learning Dutch while running a restaurant)

• The chaos, glamour and 600-cover Saturdays of Soho hospitality in the early 2000s

• Why big volume restaurants teach you lessons you never forget

• The moment a 300-seat opening met the global financial crash

• What London operators learn the hard way when they buy countryside pubs

• Building "Sourced Market" at St Pancras and what happens when 1,500 small suppliers meet train station footfall

• Moving from operations into people leadership, and why ops experience changes everything

• The unique magic (and slightly chaotic brilliance) of working at Ottolenghi

• Why hospitality might be the best industry in the world for social mobility

• How Electric Mayonnaise is rethinking hospitality education through apprenticeships

• And why learning in hospitality should always be practical, human, and immediately useful

Some cracking quote-ables from Ella

“Hospitality is where I found my confidence”

“You could stand behind the till at St Pancras for eight hours and never stop serving”

“Hospitality has to be taught by people who’ve actually done it”

“We’re just teaching the way we all learned, by doing the job”

“Our responsibility is to show young people this industry can be a real career”

Why this episode is worth your ears

If you’ve ever started in hospitality with no real plan… and somehow found yourself building a career along the way, this episode will feel very familiar.

Ella’s story is a brilliant reminder that hospitality isn’t just about service or restaurants.

It’s about confidence, opportunity, learning on the job, and giving people a chance to grow into something bigger than they thought possible.

And if that doesn’t make you proud to be in hospitality…

You might be in the wrong trade

Show Partners

A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

Born in a hotel, thrown out of university

Built the UK’s biggest hospitality recruitment business, Lost control of it, Lost his driving licence, Broke his back.

You'd think this was a lesson in how not to do it?

But far from it!

This week on Hospitality Meets, I sit down with Roddy Watt, recruitment pioneer, hotel strategist, owner of one almighty black book and living proof that setbacks are not full stops, they’re commas.

In This Episode

1. Why most careers start by accident
2. “Aim at nothing and you’ll hit it” (a dartboard life lesson)
3. Building a 200 person recruitment empire
4. What happens when venture capital meets optimism
5. The week that tested everything
6. Why attitude beats experience
7. Why high performers don’t get a free pass
8. Relaunching again… because why not?

Built. Lost. Still Building

Roddy helped shape hospitality recruitment in the UK.

15 offices.

Hundreds of consultants.

Market leader.

Then came the flotation.

The numbers.

The pressure.

The reality check.

And a particularly memorable week involving:

• Losing his company

• Losing his driving licence

• Falling off a horse and breaking his back

His summary?

“That was a week.”

No violin music. Just perspective.

And learning that sometimes your worst week becomes the beginning of your next chapter.

This episode is funny, honest, slightly outrageous in places, and packed with lessons you only get from someone who’s been around the block a few times

🎧 Listen now: https://linktr.ee/Hospmeetspod

Show Partners

A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

This week on Hospitality Meets, Phil sits down with Douglas Balish - Executive Chef and Director at Grove of Narberth, Hotel Chef of the Year, and a man shaped by some of the toughest kitchens in the business.

From washing dishes in Ayrshire…

To getting “pans thrown at his head”

To learning to run in kitchens where nobody walked…

To leading his own Michelin starred brigade

And all of the lessons that come with that

This is a candid episode about pressure, humility, growth — and the fine line between breaking someone and building them.

In This Episode

1. Starting out as a 15 year old dishwasher in Scotland
2. Walking away from university to chase kitchens instead
3. The brutal reality of early Michelin kitchens
4. Why some pressure builds you, and some destroys you
5. Taking demotions to grow faster
6. Working at Bohemia and being completely out of his depth
7. The intensity of Whatley Manor
8. Moving to Australia to work at Quay
9. Why leadership is not one size fits all
10. Creating dishes when nobody’s ever let you create before

Baptism of Fire

Douglas doesn’t sugarcoat it. His early Michelin experience was brutal.

80-hour weeks.

Staff accommodation from hell.

Being told he was useless.

Working until nothing fazed him.

And yet, he doesn’t look back with bitterness.

He looks back with perspective.

Because for him, that pressure didn’t break him.

It sharpened him.

Not because bullying is good (Obviously) but because understanding why something is happening matters

The Psychology of Kitchens

There’s a fascinating thread in this episode. Douglas nearly studied psychology. Instead, he learned it in kitchens.

He talks openly about:

1. Realising he wasn’t as good as he thought
2. Being publicly humbled
3. Being dropped down the ranks
4. Taking ownership instead of walking away

And most importantly, how that shaped the leader he is today.

He’s clear:

Management isn’t one-size-fits-all.

Some chefs need an arm around them.

Some need structure.

Some need challenge.

The job is knowing the difference.

From Scotland to Sydney

His journey takes him through:

1. Jersey
2. The Cotswolds
3. Australia
4. Back to the UK to run his own restaurant

At Quay, he experienced world stage dining, huge covers, relentless precision, global recognition.

At smaller, creative restaurants, he discovered something else:

The kitchen has to suit the chef.

Because even talent struggles in the wrong environment.

Leadership Now

Today, at Grove of Narberth, Douglas does things differently.

Yes, standards are high.

Yes, precision matters.

But:

1. Young chefs are encouraged to create
2. Ideas are tested safely
3. Feedback is constructive
4. Growth is intentional

Because he remembers what it felt like to be thrown in without support.

And he’s determined to build strength, not just resilience.

Stand-Out Reflection

“At some point you’ve got to become head chef”

"And when you do — you’d better know who you are"

This episode is honest, Unfiltered, and full of insight for anyone leading teams under pressure

Show Partners

A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

This week on Hospitality Meets, Phil sits down with Caitlin Owens, Managing Director and co-owner of Fowlescombe Farm, a luxury farm stay in Devon built on regenerative farming principles.

What started as a family meat farm became a pub

What started as a consulting career became a hospitality adventure.

What started as “how hard can it be?” became… chlorine spraying out of beer lines.

This episode is about naivety, chaos, regenerative farming, and why hospitality might just be the most beautifully human industry of them all.

In This Episode

1. Quitting consultancy during lockdown to learn hospitality in Switzerland
2. Running a pub during the wild summer of 2021
3. The science (and danger) of cleaning beer lines
4. Why hospitality operates permanently on the edge of chaos
5. What consulting really taught her (hint: it’s not insurance maths)
6. Bringing regenerative farming into luxury hospitality
7. Why “low choice, high quality” beats endless options
8. The rise of the farm stay experience
9. Describing humanity to a Martian (yes, really)

From Farm to Fork, For Real

Fowlscombe isn’t just “farm to table” as a marketing line

The farm is regenerative

The soil health is measured

Animals fertilise the land naturally

Monoculture is avoided

The hospitality exists because of the land, not the other way around

Chaos, Sheep & Beer Showers

Running the family pub (The Millbrook) during post-lockdown mania meant:

1. Chlorine explosions in the cellar
2. Smelling permanently of ale
3. A sheep on a lead turning up for the village nativity
4. A horse tied to the drainpipe while the chef fed it carrots

Skills from “Outside” Hospitality

Caitlin didn’t climb the traditional hospitality ladder.

Her background in consultancy gave her:

1. Structured thinking
2. Clear communication
3. Confidence with tech providers
4. The ability to not be messed around by suppliers

A reminder that hospitality doesn’t need to be a closed shop.

Different backgrounds make stronger teams.

Regenerative Hospitality

For Caitlin, sustainability isn’t just environmental.

It’s about:

1. Less waste
2. Fewer food miles
3. Lower choice, higher quality
4. Doing less, but doing it exceptionally well

You won’t find 24-hour room service and 200 menu options.

You’ll find five carefully chosen cocktails.

One menu per day.

Ingredients picked from the garden.

Intentional. Grounded. Memorable.

Standout Line

“Hospitality operates on the edge of chaos. The critical success factor is staying on the right side of it”

This is an episode about:

Taking risks.

Backing instinct.

Building something rooted in the land.

And discovering that sometimes, the best leadership inspiration comes from Ted Lasso.

Show Partners

A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

This week on Hospitality Meets, Phil is joined by Will Fraser, co-founder of Pineapple, founder of 100 & First, and former professional rugby player.

What begins as a conversation about people data quickly becomes something deeper, a clear eyed look at why teams struggle, why talent alone isn’t enough, and why most performance problems come down to misunderstanding, not ability.

This is a calm, thoughtful episode about clarity, context, and why better conversations beat better strategies.

In This Episode

1. Why performance is a by-product, not something you can force
2. The difference between thinking you know something and actually knowing it
3. Why misunderstanding (not laziness) drives most workplace issues
4. What elite sport gets right about teams that business often gets wrong
5. The hidden cost of constant change and short term thinking
6. Why stability can be a genuine competitive advantage
7. How people data should start conversations, not end them

From Elite Sport to Hospitality

Will’s thinking was shaped during his time at Saracens, where a strong focus on people and culture transformed performance under pressure.

After injury ended his playing career, Will began applying those lessons in business, and quickly noticed a gap between how elite teams operate and how most organisations try to drive results.

The biggest difference?

Shared understanding

What the Data Shows

Through Pineapple, Will now works with hospitality businesses to understand patterns around:

1. Attrition
2. Internal progression
3. Team stability

One consistent insight stands out:

Greater stability and internal progression = lower turnover.

Simple. Powerful. Rarely acted on.

The Talent Myth

Will challenges the idea that great performers can simply be “moved” and expected to thrive.

Drawing on examples from football, including Brighton & Hove Albion and Brentford, he explains why performance is often owned by the system, not just the individual.

Change the context, and performance usually dips.

Stand-Out Thoughts

1. “Most performance problems aren’t competence problems — they’re understanding problems”
2. “If you think something rather than know it, you haven’t had the conversation”
3. “Stability, not constant change, is often the real advantage”

Why Listen

This episode is for anyone who has:

1. Seen good people struggle in new roles
2. Felt pressure to change something without clarity on what
3. Wondered why common sense is so rarely common practice

It’s a reminder that teams don’t fail because they don’t care, they fail because they don’t understand.

And understanding only comes from time, clarity, and conversation.

Show Partners

A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

Returning to Hospitality Meets, Klaudia Mitura - work psychologist, L&D leader at the Science Museum Group, host of The Happiness Challenge podcast, author of The Alphabet of Happiness, and an actual Certified Chief Happiness Officer (yes, really) delivers one of the most uplifting, honest, and quietly powerful conversations we’ve ever recorded.

This episode is not about toxic positivity, pretending everything’s fine, or slapping a smile on life’s messier moments.

It’s about science backed happiness, micro habits, curiosity, resilience, and learning how to live with the noise in your head - not silence it.

It’s warm.

It’s funny.

It’s deeply human.

And it might just change how you think about happiness altogether.

In This Episode

1. Klaudia’s return to the podcast nearly four years on, and how life has unfolded since
2. Losing a job, being separated from family, rescheduling a wedding four times, a family cancer diagnosis… and why happiness still mattered
3. Why Klaudia decided to treat her life like a scientific experiment
4. What the science of happiness actually tells us
5. Why happiness isn’t a destination - it’s a starting point
6. The power of micro-habits and why 1% changes beat life overhauls
7. Why happiness fuels kindness, generosity, optimism and impact
8. The danger of “I’ll be happy when…” thinking
9. Why curiosity might be the most underrated life skill of all

Happiness, But Not the Cringey Kind

Klaudia is very clear on one thing:

This is not about toxic positivity.

It’s not about ignoring grief, stress, uncertainty, or the very real challenges of life and work.

It’s about acknowledging them and giving yourself the tools to cope, recover, and move forward.

As Klaudia explains, happiness:

1. Helps us regulate our nervous system
2. Makes us more resilient under pressure
3. Increases kindness, generosity and problem solving
4. Gives us the energy to face hard things, not avoid them

Or put simply:

Happiness doesn’t deny reality.

It helps you deal with it.

Stand-Out Quotes

“Happiness is not a destination. It’s a starting point”

“We regret not allowing ourselves to be happier”

“You can be going through something hard and still experience joy”

“Happiness fuels kindness. Without it, we can’t change anything”

“You don’t need a life overhaul - you need small habits, done consistently”

Why Listen

This episode is for you if:

1. You’re tired of overcomplicating happiness
2. You want practical tools, not platitudes
3. You lead people and want them to thrive, not just survive
4. You’re curious about how your brain actually works
5. You want permission to feel joy without guilt

It’s a reminder that happiness is not selfish.

It’s not fluffy.

And it’s definitely not accidental.

As Klaudia dares us all to do:

👉 Be 1% happier. That’s enough.

Get her book here - https://amzn.eu/d/gDRfFyd

Show Partners

A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

Dulcie’s career spans 23 years at Bass PLC / Mitchells & Butlers, senior HR leadership, graduate programme design, global executive coaching, and now running multiple businesses that all share one simple mission:

Make complicated things simple, and usable now!

From accidentally falling into hospitality after realising acting wasn’t for her… to becoming one of the most trusted leadership thinkers in the industry… this episode is packed with stories, insight, Yorkshire humour, and a lot of truth.

In This Episode

1. Why Dulcie believes “it’s not bloody rocket science” and why simplicity is a leadership superpower
2. Accidentally landing a graduate role at Bass PLC because it was the only application deadline still open, and why that changed everything
3. Turning up on day one… only to be told the marketing department no longer existed
4. Becoming the company’s first ever “commercial graduate” a role nobody could quite define
5. Working across finance, property, operations, HR and brand, and why that breadth became a gift
6. Managing O’Neill’s pubs taking £50–60k a week and winning global performance awards
7. Recruiting and developing women into leadership roles when talent was hidden in plain sight
8. Finding her true calling in HR in her mid 30s and realising leadership is about helping others be great at their jobs
9. The difference between leaders whose teams perform only when they’re present… and leaders whose teams thrive when they’re not
10. Why great leaders (and great coaches) aim to make themselves redundant

Imposter “Syndrome”? Not Here.

One of the standout sections of the episode is Dulcie’s reframing of imposter syndrome which she refuses to call a syndrome at all.

Instead, she calls it:

Well, tune in to find out

Her take?

“If you think you’re finished as a leader or coach — you’re finished.”

She shares powerful imagery about the two voices on our shoulders, why our brains constantly lie to protect us, and how learning to notice those lies without shame is the key to growth.

Stand-Out Quotes

“Happy people make more money.” Dulcie Swanston

“The brain isn’t a video recorder — it’s an editing machine.” Dulcie Swanston

“Great leaders get their teams to perform brilliantly when they’re not there.” Dulcie Swanston

“If you think you’re done learning — move aside.” Dulcie Swanston

“Comfort with ambiguity is one of the greatest leadership strengths there is.” Dulcie Swanston

Why Listen

This episode is a goldmine for anyone who:

1. Leads people in fast-paced, operational environments
2. Feels overwhelmed by complexity and wants clarity
3. Wants to understand why great leaders work, not just what they do
4. Is curious about coaching, self-awareness, and better thinking
5. Loves practical wisdom delivered with warmth and humour

It’s a conversation about leadership without ego, growth without jargon, and thinking better so work doesn’t feel like work.

As Dulcie puts it perfectly:

“When work doesn’t feel like work — that’s when you know you’re in the right place.”

Enjoy!

Show Partners

A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

Matt’s story is one of curiosity, courage, accidental brilliance, and a lot of beautifully human learning along the way. From a 19-year-old Irish hotel management student taking a leap into a German kitchen… to buying food for prisons, parliaments and planes… to building his own tech platform from scratch - this is a masterclass in connection, leadership, humility and trust.

It also includes one of the greatest stories ever told on the podcast involving… mayonnaise.

In This Episode

1. How a leap of faith took Matt from hotel school in Ireland to cooking in Germany, Switzerland and London — including a stint at The Dorchester with 120 chefs in the kitchen
2. The moment Matt realised chefs don’t buy food and how that insight led him into procurement and supply chain leadership
3. Why asking for help (and admitting you don’t know something) is one of the most powerful leadership skills you can develop
4. What running food supply for UK prisons, the House of Lords, and then Emirates Airline Catering taught him about scale, systems and humanity
5. The emotional and cultural challenge of moving his family to Dubai - and what that transition really felt like
6. How a chance LinkedIn event invitation on holiday led to the creation of Subu Connect almost overnight
7. The reality of becoming a founder: self-belief, risk, financial uncertainty, and emotional investment
8. Why Matt believes “Every Connection Matters” - and how relationships compound over time

Stand-Out Quotes

“I never really believed in myself. I was waiting for the lightbulb moment — and I used that as an excuse not to start”

“Every connection matters. No conversation is ever wasted”

“I physically feel it when the company struggles — like you would with a child or a loved one”

“We’re not the stars — the suppliers are. We’re just the stage”

“People didn’t invest in the platform. They invested in me and what I stand for”

Why Listen

This episode is a beautiful exploration of:

1. Career reinvention and courage
2. The hidden emotional side of entrepreneurship
3. Leadership through vulnerability and trust
4. The power of curiosity and asking better questions
5. Why hospitality skills translate into almost every other industry
6. How values shape sustainable businesses

It’s a reminder that success is rarely linear, confidence often arrives late, and the most meaningful careers are built through people, not plans.

A joyful, human, wise and quietly powerful conversation.

Show Partners

A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

Chetan’s story spans 32 years in hospitality, from hotel school in India, to Hilton and InterContinental, to JW Marriott Mumbai’s first-ever opening, to London’s NH Hotels, Harrington Hall, and now a dual-property leadership role he’s held for nearly a decade. It’s a journey filled with learning, pressure, kindness - and the occasional guest who forgets where they left their car.

This episode is rich with leadership lessons, humanity, and proper belly laughs.

In This Episode

1. Finding hospitality through a school friend in India, discovering the power of people and team sports, and starting a career that now spans over 30 years Chetan Bhanot
2. The power of environment — why even the most talented people struggle in broken systems, and how the team–self–ownership triangle must align for success
3. Hotel school → Hilton → InterContinental → JW Marriott — the early years that shaped his entire leadership philosophy
4. Moving to the UK and rising through NH Hotels to Director of Hotels UK, with senior leaders who “held the ladder” so others could climb
5. COVID chaos: losing full kitchen teams, reopening four times in two years, housekeeping stepping in to help the kitchen, and how the team “kept smiling through it all” Chetan Bhanot
6. The 2011 London riots — the scariest moment of his career, locking down the hotel, protecting guests, and hotels banding together to keep each other safe
7. Work-life balance vs. balance — and why hospitality now can offer both
8. Paying it forward — why leaders must give others the same opportunities they were given, and why career growth comes when you stop chasing titles and start enjoying the work
9. Huge expansion plans at both The Mandeville and Pendley Manor, from new bedrooms to new ballrooms to full refurbishments

And the Funny Story You Have to Hear…

A guest storms into reception convinced his car has been stolen from the hotel.

Police nearly called.

Panic everywhere.

Then CCTV...

I'll let you tune in to hear

Stand-Out Quotes

“You’re not what happens to you — you are how you choose to rebuild”

“During COVID, we didn’t open once — we opened four times. And every time, the team stood together”

“Failure is a negative word. Replace it with ‘learning’ — it changes everything”

“A team works when ego and job titles are left at the door”

“People held the ladder for me. Now it’s my turn to hold it for others”

Why Listen

This episode is a masterclass in:

1. Building and leading high-performing teams
2. The real emotional cost of COVID and how hospitality survived it
3. Dealing with pressure, failure, and adversity
4. Why kindness, support and opportunity matter more than titles
5. How hotels come together in crisis
6. What great service really looks like

Chetan’s story is proof that leadership isn’t taught — it’s lived, experienced, and shaped through humanity, humour and hard days.

A proper hospitality heart-warmer.

Show Partners

A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

This week, we’re in one of the stunning bedrooms at Corinthia London, talking to a man whose story genuinely feels like a film.

Simon Casson, now CEO of Corinthia Hotels and former President EMEA at Four Seasons, was once told at 15 that he was a failure, that his education was over, and that he should “learn to fix cars or join the army”

He went home devastated. His mum came back from a bar shift, wrapped her arms around him and said:

“Simon, you’re special. You’re going to be a leader of men. You’re going to achieve great wealth and success. And I believe in you”

From washing dishes and sleeping in a room above a local restaurant… to becoming the youngest GM in Four Seasons… to running 45 hotels and 17,000 people… to now leading Corinthia’s push to “challenge luxury’s usual suspects” - this is a story of belief, graft, failure, and a very people first kind of success.

In This Episode

1. “You’re a failure” at 15 – the careers officer, the crushing conversation, and the one sentence from his mum that changed everything
2. Dishes, cheap digs & cheap labour – washing up, living above the restaurant, then a “management training scheme” that was really just doing every job in the hotel (and secretly the best education imaginable)
3. Castles, chefs & the Four Seasons bug – being spotted by Kit Chapman at The Castle at Taunton, working alongside a young Gary Rhodes, and being introduced to Four Seasons as “the greatest hotel company in the world”
4. From managing to leading – the early disaster as Room Service Manager at Four Seasons London and the moment it all changed
5. Washington, Doha, Dubai & beyond – Clinton era D.C., meeting heads of state and celebrities, becoming the youngest Four Seasons GM in Doha, opening hotels in the Middle East and Africa, and eventually becoming President for Europe, Middle East & Africa
6. Sacrifice, anxiety & imposter syndrome – missing chunks of his kids’ childhood, hiding the fact he had no degree, and learning that pressure, doubt and growth often live in the same room
7. The “second mountain” – stepping away after 35 years at Four Seasons, retreating to a farm in Croatia, and then being courted by global brands before choosing Corinthia as the place to write his next chapter
8. Corinthia’s new chapter – why London was transformational, how New York became “the star of the Met Gala”, and what it really means to be a “true contender” in global luxury

Stand-Out Quotes

“When the whole world’s saying, ‘No, you can’t,’ you really just need one person to say, ‘Yes, I believe in you. You can.’”

“We’re all masters of our own destinies. We all have to polish our own diamond.”

“Leadership has to be rooted in humanity. It has to be rooted in kindness. It has to be anchored in really caring about people’s stories.”

“The absence of criticism is not the same as the provision of support.”

“You’re refined in that fire of defeat and failure and self doubt. Or you’re not. Or you fail”

“It’s about getting comfortable with the imbalance, that work is life and life is work”

Why Listen

This isn’t just a “big job” CV walk through.

It’s:

1. A proper origin story about how one conversation can change a life
2. A masterclass in leadership, learned the hard way through walk outs, self doubt and getting it wrong first
3. A peek behind the curtain of Four Seasons in its golden era and Corinthia in its challenger era
4. A very honest take on success, sacrifice, mental health, ambition and reinvention

If you’ve ever felt “not academic enough”, worried you’re an imposter, or wondered how people at the very top actually think about leadership and life… this one is for you.

Frankly, there's something for everyone in here.

Show Partners

A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

Also, a massive shout out to our new show partners Apron

Running a hospitality business means juggling endless payments - from suppliers to staff - all while keeping cash flow in check. That’s where Apron helps.

With Apron Bill Pay, you can manage every supplier payment in one place, approve and schedule bills, and sync automatically with Xero or QuickBooks.

And with the Apron Card, your team can spend easily while you stay in control - and earn rewards on every purchase.

Learn more at getapron.com.

chaos, heart, humour, problem solving… and at least two stories involving naked guests.

This week Phil chats with James McComas FIH, General Manager of Eastwell Manor, part of the Champneys Group. At 6'5", James is one of the tallest men Phil knows — which, as it turns out, comes with unexpected job perks

But behind the laughter sits a deeply thoughtful leader with a wonderfully varied hospitality journey: from growing up on army bases and falling into hotels at 15, to adventuring across the US, spending five transformational years in New Zealand, then returning to the UK to run heritage properties, country houses and boutique hotels.

In This Episode

• How James went from growing up on army bases to discovering hospitality at 15 and never looking back
• Wild stories from Colorado and the early years, including saunas and frat parties
• Five transformative years in New Zealand and the cultural lessons that shaped his leadership style
• The messy, brilliant reality of becoming a GM, including sewage explosions, fires, and emotional hospitality
• Life at Eastwell Manor today: heritage charm, low doorframes, and why tall GMs are secretly maintenance heroes
• More than his fair share of nudity exposure

Stand-Out Quotes

“The absence of criticism is not the same as the provision of support”

“You almost can’t be wrong — because in that moment, you don’t yet know what ‘right’ is”

“Everywhere I’ve worked, I’ve come away grateful for what I’ve learned”

“These stories balance out the tough days — they remind you why we do this”

Why Listen

This episode is everything hospitality really is:

funny, unpredictable, emotional, human, and a lifelong learning journey.

James brings:

• Sharp leadership insight
• Real talk about stepping up to GM
• Incredible travel stories
• A deep appreciation for culture and people
• Two of the best hotel anecdotes ever recorded

And behind the humour is a leader who genuinely loves this industry, and shows you exactly why

Enjoy!

Show Partners

A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

Also, a massive shout out to our new show partners Apron

Running a hospitality business means juggling endless payments - from suppliers to staff - all while keeping cash flow in check. That’s where Apron helps.

With Apron Bill Pay, you can manage every supplier payment in one place, approve and schedule bills, and sync automatically with Xero or QuickBooks.

And with the Apron Card, your team can spend easily while you stay in control - and earn rewards on every purchase.

Learn more at getapron.com.

This week, I sat down with Tom James, Managing Director of Bill’s Restaurants, and a man whose career has taken him from glass collector to running iconic hospitality brands with a detour involving an incident with Jamie Oliver. Is that really his name?

it’s every bit as painful and glorious as it sounds.

But beyond the comedy gold, Tom brings serious insight on leadership, culture, brand evolution, and the real work behind transforming a casual dining business in a turbulent market.

In This Episode

• The 16 year old glass collector who instantly fell in love with the buzz of hospitality
• Why hospitality should count as national service
• The mentor who changed Tom’s life and convinced him to skip his degree for a bar manager job at 20
• Becoming a General Manager at 24 and the power of someone seeing potential in you before you see it in yourself
• Forgetting everything you think you know when joining a new business (and why it matters)
• The Padstow Hotel summer that taught him more in four weeks than the entire year before
• Why casual dining’s old “playbooks” no longer work in a market that changes every two months
• How Bill’s rebuilt its identity, doubled EBITDA, and refocused the business around culture, data and genuine hospitality
• Why six out of ten experiences are basically an invitation to try somewhere else

Stand-Out Quotes

“You’ve always got to find a way. The failures… what are the learnings? How can I do it better?”

“The nicest, kindest, most generous man I’ve met in hospitality is Bill — he’s still our cultural benchmark.”

“Six out of ten is saying: try somewhere else next time.”

“The best loyalty comes from emotional connection — not discounting.”

“I learned more in four weeks running that hotel than in the entire year before.”

Why Listen

This episode is a masterclass in:

• Leadership without ego
• Culture-driven transformation
• Brand identity in a challenging market
• The messy, human, hilarious reality of hospitality

And above all, Tom’s story is a reminder of why this industry is so special:

it takes good people, stretches them, teaches them, shapes them — and occasionally gives them stories they’ll never, ever live down.

Including Jamie Oliver

Show Partners

A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

Also, a massive shout out to our new show partners Apron

Running a hospitality business means juggling endless payments - from suppliers to staff - all while keeping cash flow in check. That’s where Apron helps.

With Apron Bill Pay, you can manage every supplier payment in one place, approve and schedule bills, and sync automatically with Xero or QuickBooks.

And with the Apron Card, your team can spend easily while you stay in control - and earn rewards on every purchase.

Learn more at getapron.com.

Back pain. Neck pain. Shoulder pain. “I’ve been on my feet for 14 hours” pain. But what if… most of it isn’t actually coming from your body?

Enter Gemma McFall (Gemma McFall – Pain Reprocessing Therapist)— Chronic Pain Recovery Coach, former hotel HR leader, Disney alum, and the only person whose first hospitality shift involved covering herself in six bowls of soup.

A true industry baptism. 😂

Gemma lived with debilitating chronic pain for ten years — through hotels, homeworking, young kids, and long haul flights — before discovering the science that completely changed her life.

Now, she helps hospitality people understand the one thing no one ever told us:

👉 Pain is created in the brain — and it can be unlearned.

In This Episode

• The hospitality origin story involving Leicester Tigers and soup
• How her dream career turned into years of chronic pain
• Why perfectionists, overthinkers & people-pleasers are most at risk
• The science of pain: threat systems, predictive coding & fear loops
• The moment she realised nothing was “structurally wrong”
• What actually works — education, evidence logs, emotional awareness
• Why chefs, servers and managers often misattribute pain to the job
• How leaders can spot pain patterns in their teams

Gemma’s stand-out lines

“Pain becomes a learned response — it’s predictive coding”

“Being old doesn’t equal being in pain”

“The smartest people have the worst pain”

“People get used to being in pain. It becomes a way of being”

Why Listen

If you’ve ever blamed your job, your shoes, your mattress or your age for your aches, this episode will change your thinking completely.

It’s funny, practical and properly eye-opening.

A genuine life-upgrade episode.

Show Partners

A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

Also, a massive shout out to our new show partners Apron

Running a hospitality business means juggling endless payments - from suppliers to staff - all while keeping cash flow in check. That’s where Apron helps.

With Apron Bill Pay, you can manage every supplier payment in one place, approve and schedule bills, and sync automatically with Xero or QuickBooks.

And with the Apron Card, your team can spend easily while you stay in control - and earn rewards on every purchase.

Learn more at getapron.com.

Jacu’s journey is extraordinary

From growing up in the Kalahari Desert, dreaming up imaginary worlds, teaching himself to draw and paint, and spending Christmases in his grandfather’s 20 room desert hotel… to studying architecture at the Bartlett, landing a role with Tom Dixon, designing Sea Containers having never done a hotel before, and ultimately shaping some of the most distinctive hotels on the planet.

This is creativity, curiosity, and courage in its purest form.

In this episode, Jacu and I dive into…

• Growing up in the Kalahari and learning to “create his own world”
• How a childhood surrounded by nature, storms and stars shaped his visual imagination
• Becoming an architect… in the middle of the 2008 crash
• Joining Tom Dixon’s studio and learning the power of storytelling in design
• Winning the pitch for Sea Containers London without ever having designed a hotel before
• Why hospitality is the ultimate playground of art + science
• How he builds hotels where guests write their own stories
• The importance of imperfection in design (“interiors should be about people”)
• Why comfort beats everything — “great bed, great shower, great materials”
• The unseen touches behind Lore Group hotels
• His philosophy on reducing waste, reusing buildings, and designing sustainably
• How to design when everyone has an opinion - and why the question “Why are we doing this?” matters more than anything
• Creativity, boundaries, and the real joy of experimentation
• The culture required to make creative teams flourish rather than fear mistakes

Quotes from Jacu

“I grew up in the Kalahari Desert… I had to create my own world”

“Creativity is just problem solving”

"Attitude is everything”

“You can’t fool people in a hotel”

“It’s not just about the end product - it’s about the journey”

“Interiors should be about people. Imperfection is the most beautiful thing”

“Smell is sometimes the first impression… sometimes even before you walk into a space”

“I want guests to write their own story, not have an experience forced on them”

"If you skip the first step - experimentation - it’s difficult to complete a project successfully”

“There are no rules in design. You have to create your own rules all the time”

Why this episode is worth your time

If you’ve ever walked into a hotel and thought, “Why does this just… feel good?”

This conversation is the answer.

Jacu brings a rare blend of thoughtful philosophy, meticulous craft, and playful human insight. It’s a deep dive into the creative mind behind some of hospitality’s most beautiful spaces and a reminder that design is really about people, comfort, and emotion, not just aesthetics.

It’s poetic, practical, and properly inspiring

Show Partners

A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

Dan’s story is one of those brilliant hospitality journeys that started with polishing cutlery and pretending to be a grown-up in a suit and somehow led to building learning cultures across hotels, restaurants and private members’ clubs.

From Marriott to Edwardian Hotels, Caprice Holdings and now Flourish, Dan’s career has been a masterclass in curiosity, creativity, and learning the hard (but hilarious) way.

In this episode, Dan and I dive into…

• How he went from dreaming of being a history teacher to becoming hospitality’s go-to L&D guru
• The lessons learned from Marriott’s graduate scheme (and a haggis-related feedback story you won’t forget)
• His time at Edwardian Hotels, where he built a Food & Beverage Academy and developed “The Service World to Stage” program
• Why L&D in hospitality is the only truly positive role in HR
• The realities of pre-opening a major hotel and the mantra that kept him sane
• The joy (and chaos) of opening Annabel’s and running training for 1,500 people at Caprice Holdings
• Why feedback hurts, but silence in a training room hurts more
• And the beautiful truth that great hospitality isn’t an act, it’s genuine human connection

Dan Barnes Quotes

“Learning and development is the one truly positive role where every interaction is positive.”

“It doesn’t have to be perfect for it to be wonderful.”

“If you’re good at L&D, you build rapport — which is essentially hospitality skills.”

“You can’t inspire people on day one with food safety. Orientation should be about joining the journey.”

“As long as you’re passionate about hospitality, you can find a career anywhere.”

Why this episode is worth your time

Dan embodies everything great about hospitality learning, heart, humour, and humility.

This episode is packed with wisdom for anyone who’s ever tried to train, lead, or inspire a team while the fire alarm’s going off.

It’s honest, it’s funny, and it’s full of lessons about resilience, storytelling, and why you should always leave space for people to find their own answers.

Show Partners

A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

Jo’s journey is one of those you could never script. From becoming the youngest female GM in her company at 27, to running seven floating hotels for TUI Cruises, to heading up operations for The Other House and launching her own consultancy, Meliora (“the pursuit of the better”) her career reads like a masterclass in saying yes and figuring it out later.

And along the way, she’s seen it a lot! And I mean a lot

Double booked hotels. Reindeer “activity” on the 18th green. Soviet-style roadshows in Odeon cinemas. And more heart, humour, and hustle than most industries can handle.

In this episode, Jo and I dive into…

• The birth of Meliora Consultancy
• How she became the youngest female GM in the UK within her company
• Her adventures in cruise operations (running seven floating hotels on WhatsApp anyone?)
• What it was like to deliver holidays for guests with disabilities through Revitalise
• How COVID forced her to hit reset and rediscover her purpose
• The magic of The (multi award winning) Other House
• Why making someone’s day, no matter how small, is never wasted effort
• And yes… the tale of the double booked Hotel and the reindeer "Activity" on the golf course

Notable Quotes

“Everybody deserves a holiday.”

“I’m not scared of learning something. Maybe it’s just undying curiosity, but I’ll Google everything.”

“It’s not necessarily the mistake itself that’s the issue — it’s how you respond to it.”

“In hospitality, you get a lot of chance to make people’s day. Why wouldn’t you take it?”

Why this episode is worth your time

Jo brings the perfect mix of real talk and relentless optimism.

She’s the embodiment of why hospitality people are different, resourceful, human, endlessly curious, and full of stories that make you laugh one second and reflect the next.

If you’ve ever wondered what “leadership with heart” looks like in action this is it

Show Partners

A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

From washing dishes at 13 to running a 581 bedroom hotel and 112 long-stay apartments (with residents who’ve lived there for 30+ years!), Jakob’s journey is packed with graft, heart, humility, and more than a few cracking stories - including the fact we recorded this episode in “The White House”. Sadly, neither of us bumped into the President… but we did fix some of the worlds problems

Jakob brings a refreshing, human first take on hospitality and leadership, rooted in care, curiosity, resilience and a healthy dose of humour. This episode is full of golden nuggets for anyone in the industry, regardless of where you sit on the org chart.

In this episode, Jakob and I get into…

• His spur of the moment entry into hospitality at age 13 (thanks to his brother bunking a shift)
• How a single 30 second conversation changed the entire course of his career
• The incredible history of the Meliá White House - from art deco elegance to WWII navigation point to Soviet spy HQ
• Balancing hospitality at scale with genuine personalisation (including when “positive stalking” is actually a great thing)
• Why unsung hero actions matter just as much as the big “hero moments”
• The responsibility leaders have around their first response
• Why communication isn’t a “soft skill” - it’s the skill
• The power of empathy, integrity and a well timed bit of humour in leadership
• AI in hotels: not a gimmick, not a cost-cutting exercise - a chance to give humans more time to be… well… human

Some cracking quote-ables from Jakob

“A bad manager is sometimes easier to learn from than a good one.”

“If that doesn’t bring a smile to your face as someone in hospitality… you’re in the wrong trade.”

“People will forgive an awful lot if they’re communicated to properly.”

“You can’t deliver hospitality if you’re not feeling right. It’s hard to paint on a smile forever.”

“Treat people how they want to be treated - not how you want to be treated.”

Why this episode is worth your ears

If you work in hospitality, lead people, want to lead people, or just need a little reminder of what true hospitality looks like, this one’s for you.

Jakob is the kind of leader who proves that kindness and high performance are not only compatible - they fuel each other. You’ll walk away with ideas you can implement today, whether you run a team of 2 or a hotel of 500+.

Show Partners

A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

Edd’s career has been built on passion, purpose, and the odd bit of chaos (because what’s hospitality without it?). From wild award show mishaps to deep reflections on leadership and learning, this episode is a masterclass in how to stay grounded, laugh often, and never lose sight of what really matters.... people.

We talk about developing talent, the psychology of hospitality, resilience, and why laughter might just be the most underrated leadership skill there is.

It’s funny, thoughtful, and properly inspiring, everything you’d hope for from a conversation with one of hospitality’s brightest Learning & Development minds.

Key Takeaways

• Laughter Is a Leadership Tool: A good sense of humour builds connection faster than any training manual
• Learning Never Stops: The best leaders stay curious, and know how to make learning fun
• Resilience Is Everything: Success in hospitality means thriving through chaos, not avoiding it
• Culture Starts with Care: You don’t train people to leave, you train them to stay
• Hospitality Is Joy: Give it, share it, and receive it, that’s where the real magic is.

Memorable Quotes

"It’s a good job we’re not running something like a nuclear power station because, you know, let’s press that big green button, let’s see what that does” - Edd Gallier

“And you just saw this head rolling off the stage. It was saved, my colleague was quickly stuffing this head back on the mouse, just another day in Leonardo Awards evening life” - Edd Gallier

“To succeed in hospitality, the resilience, tenacity, the psychological and behavioural skills that you have to develop, not just to survive the shift, but to have an absolute blast, it’s a real skill.” - Edd Gallier

“You can put yourself into a position in this job where you’re just giving and receiving joy the whole time. I know that sounds whimsical, but I stand by the science behind it” - Phil Street

“You want to make sure that your team is super engaged and super passionate so you retain them as long as you can. You don’t train people to leave, you’re training and developing them to stay” - Edd Gallier

Final Thoughts

Edd's story is a celebration of humour, humanity, and heart. The very best of what hospitality can be.

From accidental comedy gold to leadership gold standards, his blend of warmth, wit, and wisdom makes this episode an instant favourite.

Show Partners

A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

This week on Hospitality Meets, I’m joined by the brilliant Philip Steiner, Chief Operating Officer at Cycas Hospitality a man who’s spent his whole career planning for spontaneity (yes, it’s a thing).

From cleaning rooms to the C-suite, Philip’s journey is a joyful mix of graft, grit, and glorious chaos, proving that great leadership often comes down to knowing when not to turn up.

Our chat is packed with laughs and we chat about BBC blunders, linen truck disasters, diversity done right, and the art of stepping back so others can shine. It’s a conversation full of laughs, insight, and those “oh, that’s so true” moments that hospitality people will feel deep in their bones.

If you’ve ever tried to organise fun or manage chaos (sometimes at the same time), this one’s for you.

Key Takeaways

• Leadership Is Letting Go: Sometimes the best leaders get their A+ by staying home
• Plan for Chaos: Hospitality works best when you leave space for the unpredictable
• Adversity Builds Culture: The toughest days often create the strongest teams
• Diversity Needs Allies: Progress happens when everyone leans in, not just those affected
• You Can’t Plan Fun: But you can create the conditions for it to happen

Memorable Quotes

• “I got an A+ for staying home, best course ever”
• "You can plan everything around fun, but you can’t plan people having a good time”
• “Sometimes the worst of times are actually the best of times, because you pulled together and made it happen”
• "Even though the department is running brilliantly, it’s mostly because you’re there. Your next step is learning to do that without you there”
• "Every committee needs a Phil”

Final Thoughts

Philip reminds us that leadership isn’t about having all the answers, it’s about trusting your team, rolling with the madness, and laughing when plans inevitably go sideways.

He’s living proof that a little planning and a lot of humanity can turn chaos into culture.

Show Partners

A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

Phil’s career is a masterclass in purpose driven leadership. From his early days in hotel kitchens to shaping the future of hospital food, he’s proof that hospitality is about so much more than service, it’s about care.

We talk about how hospitality thinking is transforming the NHS, the power of teamwork in driving real change, and why good food and kindness go hand in hand.

It’s an episode packed with humour, heart, and hope and a well deserved celebration of a man who’s spent his life making food matter.

Key Takeaways

• Food Is Care: The NHS Food Review isn’t just about meals — it’s about dignity, wellbeing, and recovery.
• Hospitality Belongs Everywhere: Empathy, teamwork, and kindness are as crucial in hospitals as in hotels.
• Leadership Through Listening: Real change comes from empowering others, not instructing them.
• Progress Beats Perfection: Keep moving forward — the impact compounds.
• Celebrate the Wins: Recognition matters, especially when it shines a light on meaningful work.

Memorable Quotes

• “I’ve got to say, Phil, I love my job”
• “Always has time for people. And isn’t that the secret of success?”
• “Sometimes those challenges or the times where you really kind of hit a wall, they are the biggest learning areas”
• “You will find a solution, you will find a way together. And sometimes if you do it together, my goodness me, that is powerful”
• “I was thinking it must be Number 10 just down the road from me... and as the call went on, I suddenly realised, oh my gosh"

Final Thoughts

Phil is a living reminder that hospitality is everywhere and when it’s done with purpose, it can transform lives.

This conversation is equal parts inspiring and grounding, showing how leadership, food, and humanity can come together to make a real difference, one plate at a time.

Show Partners

A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

In this very special episode of Hospitality Meets, I sit down with the incredible Maya Gilbert, hospitality lifer, dog lover, and now… coastal legend!

Maya recently completed a jaw dropping walk around the entire English coastline, that’s over 2,700 miles, to raise funds and awareness for Hospitality Action. With a £10 a day budget, a dodgy tent, and a heart full of purpose, she set off from Liverpool armed with nothing but determination, humour, and (possibly) too much stuff in her backpack.

What follows is a funny, moving, and downright inspiring conversation about resilience, community, and the power of doing something “big and stupid” for all the right reasons.

Expect laughter, blisters, fake IDs, beagles, and life lessons by the bucketload.

Key Takeaways

• From Fake IDs to Front of House: Maya’s hospitality story starts with fake ID and evolves into a thriving management career
• Bin Area Epiphany: Sometimes career clarity arrives mid meltdown behind a pub.
• Dogs, Pasta, and Pandemic Pivots: From dog walking to a food truck business, Maya’s career has more twists than a Netflix drama
• Naïve Brilliance: She planned her 2,700-mile charity walk with roughly zero logistical planning and some rose tinted glasses... and that might have been the secret to finishing it
• The Kindness of Strangers: From pub gardens to spare rooms, the hospitality of Britain literally carried her around the coast
• Redefining Hospitality: It’s not just restaurants and hotels - it’s everywhere people show kindness
• From Anxiety to Adventure: Turning 30 meant closing one chapter and opening another on foot.

Memorable Quotes

“Tell me you’ve got ADHD without telling me you’ve got ADHD: I started a dog walking business”

“Everyone said, ‘That’s stupid.’ And I thought… yeah, but is it?”

“Hospitality doesn’t end when you leave a bar or a restaurant — it’s everywhere. Every day, someone showed me kindness”

“Sometimes you just need to do something big and stupid to remind yourself what you’re capable of”

Connect with Us

If you love stories of courage, chaos, and community, this one’s for you.

Support Maya and Hospitality Action - Maya Gilbert is fundraising for Hospitality Action

Learn about Hospitality Action here - https://www.hospitalityaction.org.uk/

And to sign up and support the walk for wellbeing, click here

Final Thoughts

Maya’s story is more than an epic walk — it’s a love letter to hospitality, human kindness, and the messy, beautiful art of saying “why not?” instead of “what if?”

Whether you’re in hospitality, need a reminder that good people are everywhere, or just fancy a laugh about fake IDs and too-heavy backpacks and soooo much more — this episode is the very definition of joy

In this heartwarming and hilariously honest episode of Hospitality Meets, I sit down with the brilliant Abigail Tan, CEO of St Giles Hotels — a woman who’s equal parts rock star, rebel, and real-deal leader.

From dreams of fronting a band to running an international hotel group, Abigail’s journey is a masterclass in following your heart (and occasionally your vacuum cleaner).

Expect laughter, leadership lessons, and the occasional toilet paper obsession as Abigail opens up about imposter syndrome, resilience, kindness, and turning hospitality into a true force for good.

We cover:

• Why failed rock careers make great hoteliers
• The Great Toilet Paper Stockpile of Penang
• Surviving New York’s wild hotel scene (and a run-in with angry union reps)
• Why happiness is the ultimate business metric
• How she turned lockdown hotels into safe havens for the homeless

It’s equal parts inspiring and ridiculous, the kind of episode that’ll make you laugh, think, and possibly re-evaluate your own toilet paper supply.

Key Takeaways

• Hospitality Is Performance: Every front desk shift is a show but one built on warmth, not fakery.
• Happiness Is a Strategy: Abigail leads with joy, proving business success can be measured in smiles.
• Fail Forward: Imposter syndrome never fully goes away but learning (and laughing) through it is key.
• Hotels Can Heal: Through her charity Hotels of Heart, Abigail’s using hospitality to change lives.
• Leadership with Soul: Real leadership isn’t about hierarchy — it’s about humanity, humility, and humour.

Memorable Quotes:

“What’s life without elegance, playfulness and quirkiness? It’s too short”

“You can have all the money in the world and still be lonely, happiness is the real success”

“Bullies have always irked me. If they say yes or no, I say give me a legal reason”

“Every hotel shift is a little performance, you’re there to make people feel something”

“We had to keep our staff employed and our rooms empty, so we filled them with purpose”

Final Thoughts

Abigail isn’t just running hotels, she’s redefining what hospitality means.

Her story is equal parts humility and hilarity, proving that success built with heart beats status built on ego any day.

If you want to be inspired, laugh, and believe in the good side of business again, this one’s a must listen.

The Guest

Abigail Tan is the CEO of St Giles Hotels, overseeing properties in London, Heathrow, Malaysia, and the Philippines. She’s the founder of Hotels of Heart, a charitable initiative connecting hospitality with social purpose. From housing the homeless to training young people for brighter futures.

Show Partners

A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

In this inspiring episode of Hospitality Meets, I sit down with Billy Skelli-Cohen, CEO of Beaumier Hotels, a boutique group with 11 stunning properties across France, Switzerland, and Ibiza.

Billy’s story is not your standard hospitality tale. In fact, he jokes that he’s “a bit of a fraud” because he’s never actually worked in a hotel. From starting out in retail, to private equity, to leading some of Europe’s most iconic hotel projects, Billy’s journey is proof that there’s no single path to the top in hospitality.

Expect stories of bold ideas that paid off (a bike repair kit that became a PR sensation), bold mistakes (thinking Europe’s playbook would work in the US), and why listening twice as much as you talk might just be the best leadership hack out there (Must learn this, Phil)

Key Takeaways

• Employee Experience First – “It’s impossible to deliver great guest experiences without first delivering great employee experiences.”
• Boldness Pays Off – Sometimes the smallest left-field ideas (like a Dutch bike kit in a hotel room) create the biggest impact.
• Culture Matters – What works in one country doesn’t always work in another; leadership is an art, not a science.
• Stay Curious – Great leaders ask questions, observe, and never stop learning.
• People > Projects – The proudest achievements aren’t hotels or awards, but watching people around you grow and flourish.

Memorable Quotes

• “Hotels are never finished. There’s always something to improve, evolve, or reimagine.”
• “It’s impossible to provide good guest experience without a good employee experience first.”
• “I’m not afraid to say I now only want to work with people who are smarter than me.”
• “Sometimes the small, silly ideas end up becoming the PR story everyone talks about.”
• “I don’t look back too much. I don’t look too far ahead either. I try to stay in the present.”

Final Thoughts

Billy’s journey is a reminder that hospitality isn’t just about hotels, it’s about people, culture, and curiosity. From repositioning icons like The Pulitzer in Amsterdam to building soulful luxury hotels in magical destinations, his leadership shows that staying bold, present, and people-first is the real key to growth.

Show Partners

A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

In this sparkling episode of Hospitality Meets, I sit down with the unstoppable Michelle Moreno, founder of QAB Leadership (Is that really it's name Michelle?)

From accidentally elbowing Leonardo DiCaprio to fangirling over Sarah Jessica Parker in the dark, Michelle’s journey through hospitality is as wild, funny, and inspiring as it gets.

With a career that’s taken her from London’s hottest openings to Mykonos, India, and Mauritius, Michelle’s story is one of resilience, humour, and never taking herself too seriously. Along the way, she’s learned that imperfection is a superpower, leadership should be fun, and sometimes the best brand names are the ones people trip over.

Expect celebrity encounters, cultural adventures, brutal honesty, and some cracking wisdom on careers, confidence, and carving your own path.

Key Takeaways

• Imperfection = Strength – You don’t have to be polished to be powerful.
• Hospitality is Chaos & Magic – From elbowing Leo to opening 50+ restaurants, it’s never dull.
• Leadership with Laughter – Fun belongs in business; we’re a long time dead, so lighten up.
• Follow the Adventure – Careers aren’t linear; they zigzag through countries, cultures, and crises.
• Community is Everything – LinkedIn, kindness, and connection can change your career trajectory.

Memorable Quotes

• "When you say QAB quickly, it sounds like Crap Leadership. But hey, people remember it”
• "I elbowed Leonardo DiCaprio in the stomach. Not on purpose… just because I was shit”
• “Life isn’t about change, it’s about evolution”
• “We’re a long time dead, so let’s make leadership fun”
• “I met Sarah Jessica Parker… and made a tit of myself in front of Matthew Broderick two nights in a row”

Final Thoughts

Michelle’s story is a glorious reminder that success isn’t about straight lines or spotless CVs, it’s about saying yes, laughing at the chaos, and evolving along the way. From Nobu in Mykonos to “crap leadership” in London, her career proves that hospitality is a serious industry where fun, imperfection, and humanity always win.

Show Partners

A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

In this laugh out loud episode of Hospitality Meets, I sit down with the brilliant Rob Flinter, Area General Manager for London and Westmont Hospitality Group. Rob’s career has taken him from the frontline of hotels to rubbing shoulders with rockstars, rugby legends, and royalty with plenty of mishaps, laughs, and wisdom along the way.

Expect tales of sweaty lift rides with Prince Philip, rockstars passed out under tables, and the moment Rob realised he was officially old (hint: it involves Kylie Minogue).

Alongside the comedy, Rob shares refreshingly honest insights on leadership, vulnerability, and why hospitality is one of the most rewarding industries out there.

We covered:

• Getting stuck in a lift with Prince Philip (and his twitchy bodyguard)
• Hosting rockstars, rugby icons, and pop legends
• The allergy question that broke hospitality
• Why “fake it till you make it” is terrible advice
• How vulnerability and honesty beat blagging every time
• Hospitality = Career & Comedy – A serious profession filled with ridiculous stories.

Memorable Quotes

• "I’m not sure how calm I came across… more like a blabbering idiot sweating profusely in the corner of a lift.”
• “Fake it till you make it? Absolute rubbish.”
• “Kylie Minogue walked in and the kids went, ‘who’s that?’… I thought, oh God, I’m ancient.”
• “Hospitality is a career that can take you anywhere — and you’ll laugh a lot along the way.”

Final Thoughts

Rob’s journey is a reminder that hospitality is equal parts chaos, comedy, and camaraderie. From royal encounters to rock ’n’ roll mayhem, he shows that leading with honesty and humour makes for not just a better GM, but a better human being.

Show Partners

A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

And what a way to welcome us back with none other than the beyond epic, deep thinking and hilarious Gina Knight, Head of People at Flat Iron.

Gina brings a big dose of warmth, humour, and honesty as she takes us from reception desk chaos to Ibiza career pact holidays, via Girl Guide hooch smuggling and a heated broccoli debate.

This episode is proof that hospitality is never boring and that laughter really is part of the job description.

What you’ll hear in this episode:

• The Apron Rebellion – Why Flatiron’s team said “thanks, but not good enough” and turned old aprons into hammocks, handbags and… dresses.
• Reception life uncensored – Gina and Phil swap war stories about demanding guests, room shortages, and the eternal question: how do you like your broccoli?
• Girl Guides & Hooch – Life lessons from leadership at 12 years old
• The Ibiza Pact – How Gina’s “if you get a new job, I get a new job” deal ended in both friends quitting
• The Beef Bank – Yes, Flatiron literally gives managers a monthly allowance called the Beef Bank. Spoiler: it doesn’t involve storing steaks in a vault (Although Phil may have thought this)

Key Takeaways:

• Listening gets results: Sometimes it’s as simple as changing aprons or challenging your team to upcycle them into fashion
• Hospitality teaches resilience: From riots to ridiculous complaints, it’s all character building (and occasionally comedy gold).
• Neurodiversity is a strength: Gina shares how dyslexia and ADHD traits fuel her creativity and communication.
• Careers aren’t straight lines: Say yes, pivot, Ibiza, repeat.
• Kindness still wins: Even after chaos, communities show up with coffee, cake, and compassion.

Quotes we loved:

• “We redesigned the aprons… and the team went, thanks, but that’s not good enough. Make them sustainable. Cue: hammocks, handbags, cushions, and dresses.”
• “At 12, I was responsible for six Girl Guides. I’d like to say I was sensible… but I did sneak in a couple of bottles of Hooch.”
• “How do you like your broccoli, Phil?”
• “I wanted to go to Ibiza, so I told my best mate we both had to get new jobs. We both did. Mission accomplished.”
• “I thought the Beef Bank was actual beef in a bank… but apparently, it’s money you can spend on PlayStation vouchers or pillows.”

A joyful, laugh-out-loud episode awaits about people, positivity, and why soggy broccoli nearly broke the internet.

Show Partners

A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

Host: Phil Street

What’s Inside:

• The Edge Hotel School students who beat the Swiss at their own game
• From cruise ship dreams to CEO goals
• The EM Cup – Europe’s most competitive hospitality battle
• Public speaking disasters, bonding breakthroughs, and backstage mind games
• How Team Zenith went from forgotten intro to unforgettable champions
• A story of belief, banana-shaped confidence curves, and near-chokehold celebrations

Topics Covered:

• How each student found their way to hospitality (spoiler: not one dull route)
• Why public humiliation at a student conference was actually a blessing
• What it takes to pitch to 500 people and survive a Dragon’s Den Q&A
• The intense selection process (TikToks, debates, interviews – they did it all)
• The Triangle Hands legend and branding brilliance of Team Zenith
• Why realistic ideas beat Swiss-level fantasy pitches

Highlight Moments:

• “Alex said if we didn’t win, he’d quit his job.”
• “We told the other teams we had no idea what we were doing. Classic mind games.”
• “I said we were going to win… but I completely forgot my lines!”
• “Winning felt amazing. Nearly died from a celebratory hug, but amazing.”

A massive thank you to the Edge Hotel School (And previous guest Adrian Martin) for setting this up. Hospitality Meets sends heartfelt congratulations to Team Zenith for this extraordinary achievement

Enjoy!

In this lively and insightful episode of Hospitality Meets, I sit down with the incredible Bernadette Gilligan, General Manager of Conrad London St. James. From humble beginnings in hospitality to leading one of Hilton’s most prestigious luxury hotels, Bernadette shares her journey with humour, wisdom, and a few unexpected twists along the way.

Expect career-defining moments, leadership insights, and a deep dive into the camaraderie that makes hospitality such a unique industry. Plus, find out why she turned down The Ritz, what it’s like to host Ed Sheeran’s afterparty, and how she once had to evacuate an entire hotel in the middle of a crisis!

Key Takeaways:

• The Hospitality Bug Starts Early – Bernadette's love for hotels began at just six years old, inspired by her father’s work in the industry.
• Lessons from a Hairdressing Salon – Her mother’s business taught her the importance of customer service, loyalty, and front-of-house charisma.
• Leadership & Crisis Management – The day the power went out at Hilton Manchester Deansgate, and how teamwork saved the day.
• The Power of Camaraderie in Hospitality – How competition takes a backseat when the industry comes together.
• Hosting Icons & Learning from the Best – From Ed Sheeran’s afterparty to rubbing shoulders with football legends.
• Hospitality as a Career Choice – Why it’s an industry full of opportunity for those with passion and drive.

Memorable Quotes:

"Sometimes you're not there for the job—you’re there for something else. You just might not know it yet."

"I grabbed my lipstick, two phones, and my keys—and that was the last time I saw my office for two days."

"We all try to grasp control of our destiny, but stuff happens. You just have to roll with it."

"Hospitality allows you to build a serious career while having an awful lot of fun."

Connect with Us:

Like what you hear? Subscribe to Hospitality Meets for more inspiring stories from industry leaders!

Final Thoughts:

Bernadette’s story is a testament to the power of determination, adaptability, and the human connection that makes hospitality truly special. Whether you’re in the industry or just love a great career story, this episode is packed with insights, laughs, and a reminder that hospitality is more than just a job—it’s a way of life.

The Guest

General Manager at Conrad London St. James, Bernadette has worked for Hilton since 1990 (2-year break ’95-’97) and has always been based in UK. Her first General Manager role was at Hilton York in 2001. Her favourite assignments have been opening Hilton Manchester Deansgate as the General Manager in 2006 (Her hometown) and turning around the fortunes of the newly opened Hilton London Wembley in 2014. Bernadette feels she has been very fortunate in her career as hospitality offered her so many growth opportunities. It is truly a fantastic industry to be part of.

Show Partners

A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

Expect stories of butlering for the elite, dodging dodgy chicken, and navigating the world of private members' clubs with a mix of humour and hard-earned wisdom. If you’ve ever wondered what it takes to thrive in hospitality while keeping the fun alive, this episode is for you!

What’s Inside?

The Accidental Career: How John found his way into hospitality (spoiler: it involved a necessity rather than a plan!)

Banter & Burns Nights: Running a Scottish institution in London, plus a deep dive into the economics of haggis

The Art of Adaptability: Lessons from private clubs, corporate dining, and high-end butlering

Crisis Management: The time John refused to serve a risky chicken dish

Full Circle: From Glasgow to London, redundancy to return—why John keeps coming back to The Caledonian Club

Key Takeaways:

✔️ Hospitality is everywhere – From banks to private clubs, the impact of great service goes far beyond restaurants and hotels.

✔️ Tradition matters – Whether it’s Burns Night or butler etiquette, preserving heritage can be good for business.

✔️ Details make the difference – From perfectly polished shoes to getting coffee service just right, hospitality is all about the little things.

✔️ Reputation is everything – Skills can be learned, but how you handle yourself (and your team) will define your career.

✔️ Stay adaptable – Whether it’s a vending machine mishap or a last-minute event flip, problem-solving is a hospitality superpower.

Memorable Quotes:

🗣️ “If you're about to invest £10 million and they can’t get the tea and coffee right, what does that say about the rest of the business?”

🗣️ “There's no such thing as just a waiter, just a barista, or just a tea and coffee service. That’s where business happens.”

🗣️ “I wasn’t about to serve that chicken and end up on the news. Not on my watch!”

🗣️ “Hospitality is the unsung hero of history. Deals, diplomacy, and celebrations all happen over food and drink.”

Final Thought:

This episode is a masterclass in the art of hospitality—packed with humor, wisdom, and a healthy dose of Scottish charm. Don’t miss it!

🎧 Tune in now and let the storytelling begin!

The Guest

John Herity is the Club Operations Manager of the Caledonian Club in London

LinkedIn - https://www.linkedin.com/in/john-herity-cmdip-mih-275b58b5/

Show Partners

A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

So it was great to sit down with Tim Hobern, the founder of Dovetail Bars, to talk about his wild and unexpected journey from bartender to bar owner to entrepreneur shaping London’s cocktail scene. From opening London’s smallest bar to launching a Leicester Square hotspot in just 72 sleepless hours, Tim shares the thrills, challenges, and lessons of building a hospitality business in a post-COVID world.

Key Takeaways:

• Entrepreneurial Agility – Tim’s journey is a masterclass in spotting opportunities and adapting quickly. (Spoiler: "Pivot" is mentioned... reluctantly.)
• The Power of Saying Yes – How a residency deal turned into a rapidly growing bar brand.
• Future-Proofing Your Business – Why Tim doubled down on a second location early on.
• The Art of Customer Experience – From London’s tiniest bar to a casino collaboration, making guests feel at home is everything.
• Handling Chaos Like a Pro – Lessons from opening a bar in three days, fighting fires (literally), and dealing with late-night Camden crowds.

Fun Moments:

• The creative way Tim once "gently" persuaded a rowdy crowd to leave his venue. (Hint: Music choices matter!)
• The time a neighbouring building caught fire, and Tim had to empty the bar’s safe and grab some beers… just in case.
• How opening a bar inside a casino required a surprising amount of explanation to customers.

Memorable Quotes from the episode:

“No one has ever had a fight with Britney Spears playing in the background.”

“Everything only ever makes sense in retrospect.”

“I called in every possible favour… and then we had a three-day turnaround to open a bar.”

“If you tell yourself this is going to be a chapter in the autobiography, you can push through the pain.”

“I’ve developed an almost religious relationship with coffee.”

“Most things are set up to be manageable—otherwise, businesses wouldn’t survive.”

“The best problem-solvers have just a tinge of arrogance—the refusal to accept there’s something they can’t do.”

“You can find ways to make people feel unwelcome without being unwelcoming.”

This chat is totally brimmed with lessons and stories and I hope you enjoy!

The Guest

Tim is a British/Australian Bar manager who's been working across London venues for the past 9 years. Since 2023, he's been the owner of Dovetail Bars Ltd, a company that operates bar residencies for venues that have difficulty executing bar concepts in a post-Covid and Brexit space.

https://dovetailbars.co.uk/

Instagram - @dovetailbars

Show Partners

A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

Key Takeaways:

Life is a Marathon, Not a Sprint – Rizwan views hospitality as a never-ending relay race where each generation passes the torch to the next. His mission? To keep running and inspire others to do the same.

Diamonds Are Made Under Pressure – Whether it was stepping up in high-stakes competitions or managing a restaurant at 21, Rizwan thrives when challenged.

Valentine’s Day Disaster – A first date gone wrong as a lady arrives late.

A Career Defining Moment – When a guest had a medical emergency, Rizwan broke the rules (and possibly speed limits) to get her to a hospital with lessons and payoff galore!

COVID: Life’s Reset Button – After losing his job during the pandemic, Rizwan considered switching to IT but realised his true passion was in hospitality. His takeaway? "If I can inspire others to push forward, then I’ll be the torch to light the way."

Memorable One-Liners:

• "Life isn’t something that can be explained—by the time you try, you’re out of time."
• "The hospitality industry is one big marathon; we just keep passing the torch."
• "I’ve slept enough for the last eight months—time to get moving!"
• "Everything you want is on the other side of fear."
• "Hospitality pays you to learn food and beverage knowledge—what other industry does that?"

Rizwan is an excellent guest and another insight into the career potential of this amazing sector.

Enjoy!

The Guest

Rizwan Khan is the General Manager of Junsei, a traditional Yakitori restaurant in London.

Website - https://junsei.co.uk/ldn/

Instagram (Rizwan) - https://www.instagram.com/rizwan_k_98/

Instagram (Restaurant) - https://www.instagram.com/junsei_uk/

LinkedIn (Rizwan) - https://www.linkedin.com/in/rizwan-khan-mih-5742a9140/

Show Partners

A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

In this episode, Phil sits down with Emma McClarkin, Chief Executive of the British Beer & Pub Association (https://beerandpub.com/) and all-around pub enthusiast. We chat about:

🍺 Why the pub is the heart of every community (and why you should probably visit yours more).

🏛️ Emma’s whirlwind journey from studying law to being elected the youngest UK MEP (via a chance encounter in a pub—naturally).

💰 The challenges facing pubs today (spoiler: it involves taxes, regulations, and a lot of lobbying).

🎉 Why hospitality isn’t just an industry

🏉 A little rugby, a little politics, and a whole lot of passion for beer.

Emma also reveals the hilarious moment she made King Charles laugh during her OBE ceremony, and we discuss whether more business ideas should be born on the back of beer mats.

So, grab a pint, settle in, and prepare to be both informed and entertained. Cheers! 🍻

The Guest

Emma is Chief Executive of the British Beer and Pub Association. Chair of World Brewing Alliance. Trustee Only a Pavement Away. NED Ivors Academy & Hampshire Cricket. Also a Former politician MEP for 10 years.

Instagram BBPA - https://www.instagram.com/beerandpub/

Show Partners

A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

We get through a lot and I chat with Lisa about:

🍽️ Why hospitality careers are more than just chefs & managers (yes, journalists count too!)

✈️ How working too hard at the Singapore Air Show got her a business-class flight home (note: not a recommended career strategy)

💡 The power of saying yes to opportunity… even when you have no plan whatsoever

🤝 Why relationships in hospitality are more valuable than a Michelin star

🚀 How she went from publishing flight magazines to fine dining journalism – and finally, the big boss chair at RACA

Lisa’s journey is proof that career paths are never linear—sometimes they come with unexpected detours, high-flying perks, and a whole lot of laughs.

🎧 Tune in now! Guaranteed to make you rethink your career… or at least consider faking shin splints for an upgrade. 😉

The Guest

Lisa Jenkins is the chief executive officer for The Royal Academy of Culinary Arts (RACA), the UK’s leading professional membership association of head chefs, head pastry chefs, restaurant managers and associates. RACA provides education, inspiration, and aspiration through a variety of channels including the RACA apprenticeship programme, the Annual Awards of Excellence, the Adopt A School charity and the four-yearly Master of Culinary Arts competition.

RACA supports young people, colleges, and educational institutions by providing programmes through its extensive network of academician members and industry contacts while raising the standards and awareness of food, food provenance and sustainability, cooking and service.

LinkedIn - https://www.linkedin.com/in/lisa-jenkins-cfsp-58907144/

Instagram personal - @lisa_jenkins02

Instagram (RACA) - @royalacademyofculinaryarts

Show Partners

A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

Key Takeaways:

• The Power of Hospitality: David highlights how hospitality is not just a job but a way of life, full of opportunities and unexpected adventures.
• Project Minerva: An exciting new initiative focused on immersive learning in unique venues, bringing global experts to the industry.
• The Joy of Giving Back: Through HIT Scotland, David has helped raise millions to fund scholarships and develop future leaders in hospitality.
• Fundraising Meets Fun: Whether it's climbing Kilimanjaro, hosting high-profile events, or pulling off outrageous stunts, David proves that raising money for a good cause doesn't have to be boring.
• The Community Spirit: The industry is built on relationships, and David emphasizes the importance of supporting each other, celebrating success, and having a laugh along the way.

Memorable Quotes:

• “I joke that Edinburgh doesn’t go to Glasgow for lunch, and Aberdeen doesn’t go to Venice for dinner, but every region has its unique charm.”
• “We put blue tack on the spyhole so no one could see us rehearsing... and then performed the Full Monty in front of 800 people.”
• "Out of adversity comes innovation—during COVID, we pivoted to online scholarships, helping over 3,600 people.”
• "Our industry is so professional now; the old stereotypes are well and truly outdated."
• “I keep getting told off for watching too much TikTok... but imagine the ‘Phil Monty’ routine making a comeback!”

David really does have the lightest touch and his journey is a non stop anecdotal delight.

Enjoy!

The Guest

David is the CEO of the Hospitality Industry Trust Scotland, HIT Scotland. We are a Scottish charity that organises a number of key industry events, raise a bit of money through fundraising, and then give out inspirational and bespoke scholarships to the emerging talent of the industry.

Show Partners

A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

I joined Jason at Raw's London offices for a deep dive into the world of EV charging, hospitality, and the surprisingly dramatic shift from petrolhead to plug-in advocate. Along the way, we bust some major myths, including:

🔋 Range Anxiety is Fake News – “EV charging anxiety disappears faster than a free bar at a wedding.”

🏨 Hotels Without Chargers Are Missing a Trick – “Great, your guests can charge ‘just down the road’… instead of spending money in your bar.”

🚗 Petrolheads Are in Crisis – “Ferrari had to go hybrid because Teslas kept humiliating them at traffic lights.”

Oh, and Jason also casually reveals that you could lease an electric Lotus for £500 a month—which sent me into a mild existential crisis.

From accidentally running a luxury hotel in Morocco (and nearly losing two stone in the process) to explaining why Premier Inns need to step up their charging game, this episode is packed with laughs, insights, and some serious food for thought.

So, whether you’re an EV sceptic, an early adopter, or just here for the comedy of technological change, buckle up and plug in—this episode is a ride worth taking.

🎧 Listen now, and don’t forget to subscribe!

The Guest

As CEO of RAW Charging, Jason Simpson drives the company’s mission to deliver top-tier EV charging solutions for the leisure and hospitality industries. With a background in luxury travel, under Jason's leadership, RAW Charging has partnered with prominent names like Merlin Entertainments, Alton Towers, and LEGOLAND® to provide seamless, sustainable charging experiences that elevate guest satisfaction across leading leisure destinations.

In a former life Jason was a GM of a Small Luxury Hotel’s property in Morocco, a long term investor in a regional chain of hotels with over 500 bedrooms acquired in 2008 by BDL Select and has spent an enormous amount of time in and around luxury hotels with his former partner who is a travel writer and author.

Headline Sponsor

RotaCloud is the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

Silver Sponsor

Fuel your passion for hospitality with the finest speciality coffee from Pact, proud sponsor of this episode! Pact Coffee works directly with smallholder farmers to bring exceptional, sustainably sourced coffee to UK consumers and businesses. As a special treat for listeners, Pact is offering 25% off your 1st, 3rd, and 5th orders - because we know once you taste Pact, you’ll never look back. Simply sign up to a subscription at pactcoffee.com and enter the code HOSPITALITYMEETS at the checkout. 

Looking for a coffee solution for your café, restaurant, or hotel? Pact Coffee delivers unparalleled quality and consistency tailored to your business's needs.

Ready to discover how Pact can support your business? Visit https://business.pactcoffee.com/ to speak with our team and learn more about our tailored coffee solutions. 

Tomorrow morning just got better. 

www.pactcoffee.com. 

Also available at Waitrose, Ocado and Whole Foods.

You are about to receive Mind blowing Learning, Authentic emotion, Unbelievable power and Easy to take action.

All that and we fix politics as well

Back in November 2023 I had the privilege of appearing on the Thoughts that Rock Podcast, hosted by old friend of the show Jim Knight and today’s guest (And hopefully new friend of the show) Brant Menswar.

Brants Journey will absolutely blow your mind.

This conversation is a masterclass in resilience, reinvention, and the human spirit’s capacity to thrive despite adversity. Brant Menswar shares profound insights on how identifying your core values can unlock your potential, empowering you to live intentionally. Whether you’re navigating a career change, personal hardship, or searching for direction, Brant’s relatable anecdotes, actionable advice, and deeply authentic delivery make this discussion both inspiring and transformative!

Enjoy!

The Guest

Best-selling author, former real-life rock star, and Top 10 motivational speaker, Brant Menswar, helps break down daunting long-term goals into powerful everyday moments giving everyone from the front line to the C-suite an opportunity to "own a moment" and create unstoppable momentum.

His dynamic live events are a fusion of ground breaking research, interactive live music, powerful narratives and heart-moving video that ignite an emotional call to action among attendees. With more than a decade of strategic involvement with elite global brands, Brant has honed an unparalleled expertise in catalysing connection, sparking engagement, and driving exponential growth.

Website - https://www.brantmenswar.com/

The Book, Black Sheep - Get it on Hardcover, Audiobook or Kindle

Follow on Instagram - https://www.instagram.com/brantmenswar/

Headline Partner

RotaCloud is the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

Silver Partner

Fuel your passion for hospitality with the finest speciality coffee from Pact, proud sponsor of this episode! Pact Coffee works directly with smallholder farmers to bring exceptional, sustainably sourced coffee to UK consumers and businesses. As a special treat for listeners, Pact is offering 25% off your 1st, 3rd, and 5th orders - because we know once you taste Pact, you’ll never look back. Simply sign up to a subscription at pactcoffee.com and enter the code HOSPITALITYMEETS at the checkout. 

Looking for a coffee solution for your café, restaurant, or hotel? Pact Coffee delivers unparalleled quality and consistency tailored to your business's needs.

Ready to discover how Pact can support your business? Visit https://business.pactcoffee.com/ to speak with our team and learn more about our tailored coffee solutions. 

Tomorrow morning just got better. 

www.pactcoffee.com. 

Also available at Waitrose, Ocado and Whole Foods.

That is all, bye!

In all seriousness, I was beyond thrilled to sit down with Will Corby, the coffee connoisseur extraordinaire and Director of Coffee and Social Impact at Pact Coffee. From thrilling tales of gangland encounters to the intricacies of brewing the perfect cup, this episode is as much a caffeine kick as it is a heartfelt chat. Oh, and did we mention it’s full of laughs too? Dive into Will's journey from being a coffee hating mechanical engineer to a coffee aficionado, and learn what makes Pact Coffee not just a brand but a movement.

Key Takeaways:

• A Sliding Doors Moment:

Will's coffee epiphany happened with a cup that tasted like Werther’s Originals. One sip changed his life direction.

• From Engineering to Coffee:

Discover how Will's background in mechanical engineering surprisingly aids in creating the perfect roast profile for Pact Coffee.

• The Americano Debate:

Will’s disdain for the term “Americano" and his preference for long-brewed coffee. Learn why he believes this common coffee term should be banished forever.

• Brewing Espresso Like a Pro:

Insight into the meticulous art of brewing perfect espresso and its meditative nature for Will.

• Social Impact and Farmers:

How Pact Coffee works directly with farmers to produce some of the best coffee in the world, improving lives and building communities.

• Adventures in Risky Places:

A heart-pounding tale from El Salvador involving armed gang members and a lucky escape.

• Collaboration Over Competition:

From barista competitions to business, Will underscores the importance of sharing knowledge and the collective improvement that results.

• Decaf Done Right:

The shift in the decaf coffee landscape, with Pact Coffee leading the charge to offer high-quality decaf options that taste just as good as the real thing.

Memorable Quotes:

• “Acts of service are a love language.” - Will Corby
• "If I was to bring you a bottle of wine from the best estates in the world, you'd be talking about that wine costing thousands and thousands of pounds a bottle." - Will Corby
• “I love brewing espresso; it’s almost meditative.” - Will Corby
• “The best want to share everything. There’s no real hiding because collaboration breeds innovation and growth for everybody.” - Will Corby

Conclusion:

Don’t miss out on this episode packed with fascinating insights, valuable lessons, and plenty of laughs. Will Corby’s journey and his passion for coffee and social impact are sure to inspire, educate, and entertain you from start to finish. Whether you’re a coffee enthusiast or just love a good story, this episode has something for everyone.

The Guest

Will Corby, Director of Coffee & Social Impact at Pact Coffee. His role is to go and find farmers in 9 Countries across 3 continents who have the capacity to produce the best coffee in the world, incentivise and inform practices for it's cultivation and processing with local agronomists. He then imports that coffee to the UK where Pact develop individual roast profiles based on each coffees unique chemistry and ship them to one of the tens of thousands of home subscribers around the UK, Cafes, Hotels, Restaurants and Offices. Pacts goal is to improve the quality of every cup of coffee consumed in the UK, and use that as a way to engage the public with paying a price for that coffee that allows them to pay a prosperous price to coffee farmers around the world.

Instagram - @PactCoffee

Headline Sponsor

RotaCloud is the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

Silver Sponsor

Fuel your passion for hospitality with the finest speciality coffee from Pact, proud sponsor of this episode! Pact Coffee works directly with smallholder farmers to bring exceptional, sustainably sourced coffee to UK consumers and businesses. As a special treat for listeners, Pact is offering 25% off your 1st, 3rd, and 5th orders - because we know once you taste Pact, you’ll never look back. Simply sign up to a subscription at pactcoffee.com and enter the code HOSPITALITYMEETS at the checkout. 

Looking for a coffee solution for your café, restaurant, or hotel? Pact Coffee delivers unparalleled quality and consistency tailored to your business's needs.

Ready to discover how Pact can support your business? Visit https://business.pactcoffee.com/ to speak with our team and learn more about our tailored coffee solutions. 

Tomorrow morning just got better. 

www.pactcoffee.com. 

Also available at Waitrose, Ocado and Whole Foods.

Here’s a sneak peek of what’s in store:

• The Serendipitous Start: Discover how a casual comment on a previous guest's post (shoutout to Phil Murphy!) led to Clare joining our show.
• Coaching Unveiled: Clare breaks down the sometimes mysterious world of coaching. Learn about the nuanced distinctions between coaching, mentoring, and therapy. Trust us, your perception of these roles will never be the same again!
• Leadership Leap: Stepping up into a leadership role can be daunting. Clare tackles the topic head-on with insights that will make you rethink imposter syndrome
• A Journey of Adaptability: Phil and Clare discuss the human capacity for adaptation and reinvention. Whether you're feeling stuck or ready for growth, Clare’s wisdom will help you navigate your path with confidence.
• Coaching in Crisis: Clare shares some heart-warming success stories from her coaching career, particularly during the challenging times of COVID-19. It’s a rollercoaster of emotions, showcasing the resilience and growth of her clients.
• Sporty Analagies Galore: Athletes and business leaders have more in common than you think! Clare’s sporty analogies bring a refreshing and relatable perspective to personal and professional development.

So, whether you're mulling over a career change, stepping into a new leadership role, or simply curious about coaching, this episode has something for everyone. Sit back, relax, and join us for an hour of inspiration.

Thank you for tuning in, and as always, stay curious and keep growing! 🎙️✨

P.S. Don't forget to leave us a review and share this episode with anyone who might need a little nudge toward greatness!

The Guest

Connect on LinkedIn - https://www.linkedin.com/in/clare-downes-07802015/

Website - https://www.martlet.life/

Headline Partner

RotaCloud is the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

Silver Partner

Fuel your passion for hospitality with the finest speciality coffee from Pact, proud sponsor of this episode! Pact Coffee works directly with smallholder farmers to bring exceptional, sustainably sourced coffee to UK consumers and businesses. As a special treat for listeners, Pact is offering 25% off your 1st, 3rd, and 5th orders - because we know once you taste Pact, you’ll never look back. Simply sign up to a subscription at pactcoffee.com and enter the code HOSPITALITYMEETS at the checkout. 

Looking for a coffee solution for your café, restaurant, or hotel? Pact Coffee delivers unparalleled quality and consistency tailored to your business's needs.

Ready to discover how Pact can support your business? Visit https://business.pactcoffee.com/ to speak with our team and learn more about our tailored coffee solutions. 

Tomorrow morning just got better. 

www.pactcoffee.com. 

Also available at Waitrose, Ocado and Whole Foods.

What You'll Hear in This Episode:

An Unexpected Journey:

• Discover how Barry stumbled into the world of finance during a university placement, proving that sometimes the best career paths are the ones we don't plan.
• The tale of how covering for a sick colleague led Barry to a fulfilling career in hospitality finance.

Tech Integration with a Dash of Humour:

• The fascinating role of Robotic Process Automation (RPA) in transforming finance operations, sprinkled with Barry's entertaining anecdotes.
• How Aimbridge's finance team went from managing a couple of hundred statements to around 10-12,000, like financial superheroes on a caffeine high!

Leadership Lessons and Chuckles:

• Barry’s reflections on leadership, mentorship, and the importance of being open to new opportunities—served with a side of humour.
• Stories about the larger-than-life characters he’s encountered in his journey, and how the dynamic has changed over time.

Adapting to Global Crises:

• Insights into navigating business challenges during the credit crunch and COVID-19, while keeping morale high with a bit of laughter.
• Barry’s perspective on the importance of resilience, leadership, and humour, especially during tough times.

Finance Roles in Stereovision:

• Barry demystifies the perception of finance being dull, highlighting the charm and character within the field.
• Amusing comparisons between finance roles and iconic scenes from "Toy Story," bringing a quirky spin to otherwise mundane tasks.

Barry’s Pessimistic Optimism:

• A candid look at Barry’s unique approach to pessimism: starting from the worst-case scenario and being pleasantly surprised by positive outcomes.
• The importance of thoroughness and detail in finance, with humorous stories about past mistakes and lessons learned.

The Future of Hospitality Finance:

• A look at how technology will continue to shape hospitality finance roles, making them more dynamic and engaging.
• Phil and Barry's predictions on the evolving work-life balance within the industry post-COVID-19

Tune in to hear Phil and Barry's engaging conversation that's sure to leave you with a smile and newfound respect for the unsung heroes of hospitality finance.

Subscribe and Share:

If you enjoyed this episode, don't forget to subscribe and share it with your friends and colleagues. Leave us a review and let us know what you think!

The Guest

Barry Dawson is the Senior Vice President of Finance for Aimbridge Hospitality. My role is responsible for the Corporate finance function of Aimbridge as well as overall responsibility for the hotel finance function and business performance

https://www.linkedin.com/in/barry-dawson-27bba53/

Headline Sponsor

RotaCloud is the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

Silver Sponsor

Fuel your passion for hospitality with the finest speciality coffee from Pact, proud sponsor of this episode! Pact Coffee works directly with smallholder farmers to bring exceptional, sustainably sourced coffee to UK consumers and businesses. As a special treat for listeners, Pact is offering 25% off your 1st, 3rd, and 5th orders - because we know once you taste Pact, you’ll never look back. Simply sign up to a subscription at pactcoffee.com and enter the code HOSPITALITYMEETS at the checkout. 

Looking for a coffee solution for your café, restaurant, or hotel? Pact Coffee delivers unparalleled quality and consistency tailored to your business's needs.

Ready to discover how Pact can support your business? Visit https://business.pactcoffee.com/ to speak with our team and learn more about our tailored coffee solutions. 

Tomorrow morning just got better. 

www.pactcoffee.com. 

Also available at Waitrose, Ocado and Whole Foods.

Having connected properly earlier in the year, Michael and I decided it might be interesting to have a chat about what we'd learned from over 500 conversations with hospitality professionals so todays bonus, is that chat in all its glory done in collaboration with the Michael and his awesome show, Hospitality Mavericks.

We dive deep into the heart of adversity, resilience, and the powerful impact of diverse backgrounds in the hospitality industry. Grab your headphones and prepare for a rollercoaster of insights, laughs, and aha moments!

Key Takeaways:

• Embrace Adversity

Life throws curveballs - learn to hit home runs! Adversity can lead to unexpected growth and resilience.

• Diverse Pathways

Meet rockstars like Ari from Singerman and solicitor-turned-foodie Nisha Katona, whose unique journeys are shaping the hospitality landscape.

• Essential Hospitality Skills

Trust, empathy, and human connection aren't just buzzwords—they're the secret sauce to thriving in hospitality (and life!).

• Leading with Heart

True servant leadership means empowering your team to shine, even if it means making your role redundant.

• Community Matters

From local collaborations to employment initiatives, building strong communities is a hospitality superpower.

• Storytelling Magic

Tune in for impactful tales of transformation, like Mohamed Ali's incredible journey from ex-prisoner into hospitality.

• Jazz Band Leadership

Just like a jazz band, great hospitality requires teamwork, improvisation, and hitting the right notes together.

• Humour & Heart

Laughter is the best garnish—fun and friendship make for the best leadership recipes.

Fun Takeaways:

• Unexpected Career Moves

Many hospitality stars didn't plan their careers; they stumbled into greatness!

• Michael's Podcasting As Personal Development

Who knew podcasting could be like an unofficial MBA? Michael's branding of this is a perfect way to summarise what podcasting can do for your own life education.

• Phil's Autobiography Crush

Spoiler alert: Phil loves autobiographies, maybe it was the reason he started a podcast delving into the stories of humans?.

Join us as we celebrate the world's greatest industry—hospitality! Let's keep the conversation rolling and the stories flowing. Tune in now for wisdom, wit, and a whole lot of heart.

Connect with Us:

• Find "Hospitality Meets" on Instagram, LinkedIn, and your favourite podcast apps.
• Connect with Michael and "Hospitality Mavericks" on LinkedIn and their official website, the link is above.

Remember, every great journey begins with a conversation. Let's talk, learn, and grow together!

The Guest

Michael is the founder and host of the awesome Hospitality Mavericks Podcast and a positive advocate of the hospitality industry

Instagram - https://www.instagram.com/michael_tingsager/

LinkedIn - https://www.linkedin.com/company/hospitalitymavericks

Show Partners

A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

Join Phil as he welcomes the exceptional Martin Traynor OBE, Chair of the Institute of Hospitality and a prominent figure in hospitality and public service. This episode is rich with light hearted anecdotes and humorous reflections, giving listeners a delightful yet informative glimpse into Martin's illustrious career and unique experiences!

Highlights:

• The Meaning Behind OBE: Martin reveals his wife's humorous take on his prestigious honour
• Shoe Mishap with the King: A hilarious recounting of a colleague's rain-induced footwear faux pas during an audience with King Charles III
• Royal Encounters: Enjoy Martin's candid and charming stories contrasting encounters with the approachable King Charles III and the more formal Queen Elizabeth II.
• Tech Tales: Martin shares a comical yet insightful look at the technological evolutions in hospitality—from outdated processes to modern event management software that’s changed the game.
• Decision-Making Under Pressure: Relive a tense yet amusing scenario from Martin's days in hotel management during the IRA bombing era, highlighting the unpredictable nature of the hospitality sector.
• Unexpected Duties at the Chamber of Commerce: Martin's transition from hotel management to public service is marked by funny and unexpected twists that showcase his adaptability and resourcefulness.
• Ministerial Antics: A light-hearted discussion on the demanding, yet often misunderstood, roles within public service, peppered with Martin’s personal experiences and the media’s unique portrayal.

Tune in to hear about Martin’s delightfully unpredictable journey, full of laughs, learning, and leadership. Whether you're intrigued by public service, passionate about hospitality, or just in need of a good laugh, this episode has something for everyone!

Enjoy!

The Guest

Martin Traynor OBE is the Chair of the Institute of Hospitality

www.linkedin.com/in/martin-traynor-obe-fih-miod-640421b9

Show Partners

A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

Episode Highlights:

🎓 Academic Rivalries: Andrew’s fresh from bagging a master's degree, but the real academic battle royale? A playful showdown with his wife, who’s plunging into a doctorate!

🌉 Sheep Drives on London Bridges: Yes, you heard that right! Andrew proudly talks about being honoured with the Freedom of the City of London and joyously driving sheep across London bridges. Baaaaasically (Sorry), he’s making history one sheep at a time!

💸 Historic Cash Hauls: Flashback to the '90s – Andrew regales us with a hilariously risky tale of lugging around bags stuffed with £100,000! Just another day at the bar, right? It's still a story that blows my mind and transcends the industry.

🍽️ "If I Had a…" Food Event Extravaganza: Imagine world-class chefs reinventing their culinary dreams. From hake Scotch eggs to speakeasy wonton snacks, it’s a flavourful festival you won’t want to miss!

🏡 Home Kitchen Heroics: Glide into the heart-warming story of Home Kitchen. Fine dining meets social good – serving up food and hope for the homeless, this venture is truly turning tables!

🚀 Business Bucks and Blunders: Dive into the highs and lows of Andrew's bold business moves. From acquiring premium brands like Apoy and Native to dodging the pitfalls of private equity, there's a boatload of entrepreneurial wisdom wrapped in entertaining anecdotes.

🌍 Local Legends & Global Good: With quirky stories about chefs like Monica Galletti whipping up meals for the needy and heartfelt initiatives reducing homelessness, Andrew's narrative will tug at your heartstrings – and tickle your funny bone!

Stay connected with the essence of hospitality and laughter. Get ready to enjoy an episode sizzling with inspiration, humour, and as always, great company.

Subscribe, listen, and laugh out loud as we explore this eclectic tapestry with the incredible Andrew Fishwick. 🚀👨‍🍳🎉

The Guest

Andrew leads the business and commercial strategy for Hestia. He has over 20 years’ experience leading hospitality and culture

He has produced over two dozen West End and Broadway shows, winning Tony Awards, Olivier Awards, Evening Standard Theatre Awards and many more. Andrew returned to the hospitality sector as interim CEO for several organisations which included multi award-winning Michelin Star gastro pub, restaurant groups and hotels.

Andrew a board member of the British Institute of Innkeepers as well as a mentor for the Prince's Trust. He was elected as a Fellow of The Royal Society of Arts and holds an MBA and has also been awarded the Freedom of the City of London for services to Business and the Arts.

Show Partners

A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

Prepare to unwrap something truly special this Christmas Day as our gift to you is an episode packed with culinary genius and a sprinkle of laughter! Join me as I sat down with the hilariously insightful Daniel Clifford, the proud owner of the two Michelin starred Midsummer House (https://midsummerhouse.co.uk/) and a treasure trove of unforgettable stories!

🎙️ Episode Highlights:

1. Ho Ho Hospitable Hiccups:

• Picture this: Daniel decides to take a break and leaves a trusted friend in charge. What could go wrong? Cue an unannounced visit from the head of Michelin! Zoiks!

2. Dropped Calls and High Hopes:

• Ever get so excited that you drop your phone? Well, Daniel did! When the legendary Derek Bulmer called to announce their promotion to TWO Michelin stars, the news was so shocking that Daniel dropped the phone. What happened next was pure Comedy gold.

3. Roller Coaster of Renovations:

• With dreams of refurbishing his restaurant and the means to do so finally in place, Daniel embarked on this adventure filled with budget DIY solutions, family tile-laying sessions, and personal news that turned his world upside down.

4. Great British Humour:

• Delve into the hilarious behind-the-scenes of Daniel's participation in the Great British Menu, where a "red nose" concept for Comic Relief led him on a whimsical journey of creativity, confusion, and culinary brilliance.

5. Misadventures in France:

• Parisian kitchens may sound glamorous, but Daniel’s experience was more sitcom than haute cuisine! Language barriers, a surprise job offer over lunch, and a Japanese colleague who spoke neither English nor French made for riotous tales.

6. Wine, Dine, and Punchlines:

• From disastrous wine pairings to final triumphs, Daniel's observations on dining mishaps and personal preferences will have you chuckling (and perhaps rethinking your next fish dish).

7. Love, Life & Laughter:

• Hear about meeting his wife and the roller coaster ride that followed—a blend of highs, lows, and lessons in happiness and balance—a heart-warming tale perfect for the festive season.

Don't miss this unofficial Christmas special, a joyous gift wrapped in humour, warmth, and the remarkable journey of one of the culinary world's finest!

Grab your cocoa, settle in by the fire, and join us for a laughter-filled feast of stories and insights with Daniel Clifford. It's the perfect Christmas treat—from our hearts to your ears! 🎉🎄

The Guest

Daniel Clifford is the Chef Patron of 2 Michelin Starred Midsummer House

Instagram (Daniel) - @midsummerchef

Instagram (Restaurant) - @midsummer_house_

Show Partners

A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

Highlights:

1. Career Pathways and Unexpected Turns:

• Jane takes us through her colourful journey in the hospitality industry, complete with unexpected opportunities and memorable moments. Whether it's working a night shift in a party dress after attending a friend's 21st birthday or recounting her time temping at Channel 4 News, Jane's path is nothing short of eclectic.

2. Tips for Public Speaking:

• Jane shares her tips for conquering stage fright, drawing from her experience hosting a conference with no live audience.

3. The Human Element in Hospitality:

• Jane and Phil reflect on what makes the hospitality industry so special: its human-centric, team-oriented environment. Both have left and returned to hospitality, unable to resist its camaraderie and vibrant nature.

Funny Moments:

• Straight Face Mishaps: Jane shares a hilarious story from her early career about keeping a straight face at the reception desk during a particularly amusing incident.
• Chair Tumble Tale: Phil relates his own funny experience, falling off a chair while working on a cruise ship. It's a moment of shared laughter about the unpredictable nature of work in hospitality.
• Night audit in party dress: Jane recounts a story of conducting the night audit on the back of a 21st birthday party!

Key Takeaways:

1. Embrace Unexpected Opportunities: Jane's career is a testament to being open to unexpected turns and opportunities. From temp jobs to key industry roles, embracing the unpredictable has led her to fulfilling positions.
2. Conquer Public Speaking with Practice: Jane’s transformation into a confident speaker, especially highlighted by hosting a virtual conference, underscores the value of practice and visualisation in conquering public speaking fears.
3. Strong Personal Connections: Both Jane and Phil emphasise the strong, lasting personal connections within the hospitality industry, which often feels like a close-knit family despite its competitive nature.

Tune in to this episode for a blend of humour, heartfelt reflections, and insights that any hospitality professional—or anyone with a love for a good story—will enjoy. Don't miss Jane's entertaining anecdotes and Phil's relatable experiences that make this an episode full of smiles and learning moments!

The Guest

Jane has worked with HOSPA (the Hospitality Professionals Association) for many years and has been CEO for over 8 years.

HOSPA is a not-for-profit membership organisation for commercial leaders involved in finance, technology, revenue management and marketing alongside hospitality business owners and their representatives.

Having gained a degree in hospitality management, Jane worked in both chain and independent hotels before becoming a supplier of technology to the industry.

She is an enthusiastic supporter of hospitality businesses and the myriad of people who work within them. Jane likes to add her positive voice to promote the industry far and wide.

https://www.instagram.com/hospa_/

https://www.linkedin.com/school/hospa/

Show Partners

A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

Get ready to dive into an episode brimming with laughter, heartfelt stories, and eye-opening revelations! I sat down for a candid chat with Professor Peter Jones MBE, a hospitality industry guru with a heart of gold and a knack for comedic storytelling.

📰 Here’s What You’ll Discover:

• The Art of Inclusion: Peter shares how inviting employees to explain tasks to new team members—especially those with disabilities—not only boosts team performance but also turns mundane tasks into a collective learning experience. Who knew improving professionalism could be so fun?
• A Journey Through History & Comedy: From serendipitously walking into an army recruiting office to managing massive catering events for royalty in Germany, Peter’s career path is as entertaining as it is inspiring. There's more than a few raspberries in here.
• Breaking Barriers: Peter’s mission to challenge traditional views on disability employment isn’t just inspiring; it’s bang on point. Learn how a grateful interaction with a deaf doorman in India and a loyal trainee at Crumbs have turned traditional notions upside down.
• Theatre of Hospitality: Phil and Peter explore the concept of the hospitality industry as a grand stage, where confidence, professionalism, and a dash of showmanship can make all the difference. And let’s face it, nothing builds confidence like serving the Queen herself!
• Outwitting the Odds: Hear how Peter’s innovative approach in transforming a Georgian building into a four-star hotel, despite several setbacks, showcases the power of persistence and a good sense of humour.

💼 Key Takeaways:

• Improving Through Inclusion: Involving team members in training fosters a culture of continuous improvement and inclusion. Plus, it’s a great way to bond over shared knowledge and a few laughs.
• Finding Joy in the Journey: Peter’s career is a testament to embracing unexpected opportunities and finding humour in the challenges. Whether in the army or hospitality, a good laugh can open many doors (and hearts).
• Breaking Down Barriers: Employing individuals with disabilities isn’t just good for inclusivity—it's good for business. Discover how integrating diverse talents can lead to surprising moments of joy and loyalty.
• Confidence is Key: In the world of hospitality (and in life), confidence can make you stand out. Building a professional, confidence-boosting environment is crucial, and having a bit of fun along the way doesn’t hurt!
• Persistence Pays Off: From initial failures to ultimate triumphs, Peter’s story highlights the importance of persistence, innovation, and a bit of comedic resilience.

Join us for an episode that’s as informative as it is entertaining, with a few laughs along the way! Whether you’re in hospitality, education, or just love a good story, Peter Jones will leave you inspired and smiling.

The Guest

Professor Peter A Jones, MBE DSc(Hon) FIH FCGI FRACA

Peter Jones is the chair of the Crumbs Project. A disability charity that provides hospitality education and training for adults with learning and mental health disabilities. Peter has been involved with the charity for some years and is a powerful advocate and champion for creating professional opportunities for those with disabilities who are often overlooked at the margins of society.

Peter has enjoyed a varied professional career in various army, industry and higher education appointments.

He is a published academic and edited a number of academic and professional journals. He has chaired and been a member of professional and government bodies in the UK, Australia and Lithuania. His professional projects included as the Project Director for the development of the Edge Hotel School.

He is currently Chair of the Professional Review Panel of the Institute of Hospitality, Chair of Gate College Academic Council (Nepal), Board Advisor of the International Association of Hotel Schools (EUHOFA), Special Advisor to Kathmandu University, a Director of Missenden Abbey, Academic Director of eHotelier, a member of the Institute of Hospitality DEIB Council, and a Trustee of the Savoy Educational Trust.

He was made Member of the British Empire (MBE) for his services to the hospitality industry ion 2007 and most recently won the Education and Training Catey 2024.

https://www.linkedin.com/in/prof-peter-jones-55185513/

Show Partners

A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

I welcomed the incomparable Kate Austen to the show. Kate is a culinary maven whose journey from a kitchen newbie has taken her on to become the youngest ever 2 Michelin Starred Female head chef and the First Female to win the main course at the awesomeness that is, The Great British Menu. Join us as we dive into Kate's hilarious anecdotes, heartfelt reflections, and invaluable industry insights.

🍴 Highlights of the Episode:

1. From "Naïve" to Notable:

• Kate describes her audacious entry into the culinary world, walking into Michelin-starred restaurants in Norfolk without any culinary training. Bold move or sheer naivety? You decide!

2. Underestimated & Unstoppable:

• Despite starting with minimal skills, Kate's determination and willingness to learn turned scepticism into admiration. An inspiring reminder that perseverance can ultimately triumph over doubt.

3. Competition Camaraderie:

• Relive the intense, yet camaraderie-filled Great British Menu with Kate. Learn how an 11-week wait, nerve-wracking moments, and a supportive crew turned a high-pressure environment into a lifelong memory.

4. Career Transitions & Travels:

• From Michelin-star kitchens to private chef gigs, Kate's career transitions offer valuable lessons on flexibility. Plus, enjoy some light-hearted Scandinavian kitchen stories – fish bones and freezing water, anyone?

5. Mastering Scandinavian Techniques:

• Kate shares her thrill at mastering new pickling and preserving methods in Scandinavian kitchens, elevating her culinary skills to new heights.

6. The Perks of Being a Chef:

• Whether it's free food and drink or forming incredible friendships, Kate and Phil explore the delightful advantages of life in hospitality. Who knew that such perks could be a key motivator?

7. Leadership Evolution:

• Delve into the 'then and now' of kitchen leadership. Kate champions respect over fear, shaping a new, supportive culture in the culinary world.

Hilarious Moments:

1. Intern Pranks:

• Laugh along as Kate recalls a time when an intern was tricked into washing fishbones and freezing water – we've all been there.

2. Competition Woes:

• Join the fun as Kate recounts the logistical chaos during a farmer's strike in Paris. You'll be surprised at what chefs can overcome with a little teamwork and a lot of

Key Takeaways:

1. Perseverance Pays Off:

• Despite starting with no culinary experience, Kate's journey is a testament to the power of persistence and learning from every experience.

2. Industry Adaptability:

• Flexibility and adaptation are crucial in the ever-evolving culinary world. Kate's transition from restaurant kitchens to private chef gigs exemplifies this.

3. Leadership with Heart:

• Kate advocates for respectful and supportive leadership, moving away from the traditional authoritarian kitchen culture typical of Michelin-starred environments.

4. Embrace the Journey:

• Whether facing long hours, low pay, or challenging competition, Kate’s story highlights the growth that comes from overcoming adversity.

Tune in to this episode of Hospitality Meets for a delicious blend of humour, heart, and hard-earned wisdom from the culinary trenches. Bon appétit!

Don't forget to subscribe to our podcast, leave a review, and share this episode with your friends and fellow foodies!

The Guest

Kate Austen is the youngest ever 2 star female head chef. She is also the first female to win the main course at the Great British menu Banquet.

Instagram - https://www.instagram.com/kate_f_austen/

Show Partners

A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

Get ready for a rollercoaster ride through Linden's journey from aspiring RAF recruit to hospitality aficionado, peppered with laughs, wisdom, and eye-opening industry insights.

Episode Highlights:

1. The Unexpected Career Turn:

• 🌟RAF Rejection:

Discover how an 18-year-old Linden, on the brink of signing a nine-year RAF contract, had a life-changing epiphany while working front-of-house. Spoiler: It involves discovering a newfound love for hospitality and ditching military drills for hotel thrills.

• 🏨
• Pretty Woman Dreams:

Phil and Linden bond over childhood fantasies inspired by movie hotels, though Phil’s practical experiences at his family's small Scottish hotel didn’t quite match the silver screen's allure.

2. Hilarious & Heartfelt Hospitality Tales:

• 😂
• Hotel Humour at Its Finest:
• Laugh along with Linden as he recalls the North Wales hotel owner who had a unique way of handling unruly guests—a true testament to the adage "the customer is always the customer, not always right."
• 👩‍🍳
• From KP to GM:
• Ease into the comical yet earnest recollections of Linden's humble beginnings as a kitchen porter at age 11. This foundational role prepared him for the diverse, sometimes dramatic stages of hotel management.

3. Career Challenges & Comedic Solutions:

• 🌍
• Big Moves & Bigger Lessons:
• Follow Linden's daring decisions to move from cosy hotels to large resorts. Learn how his role at Cambridge Quy Mill Hotel brought not just challenges but opportunities to shine, leading to inventive PR strategies involving music events that outshined traditional campaigns.
• 🎵
• Musical Masterstrokes:
• Linden’s innovative idea to swap a hefty PR budget for local music nights was a hit! Listen to how these free-entry community events turned into sell-out successes, proving sometimes the best publicity is homegrown and heartfelt.

4. Personal & Professional Growth:

• 🌱
• Nurturing Environments:
• Dive deep into discussions on the importance of supportive, nurturing work settings in shaping and retaining hospitality talent. Linden’s transition from toxic kitchen environments to spaces that fostered trust and confidence reveal the industry’s dual nature.
• 📈
• Leadership Evolution:
• Learn about Linden's transformation from micromanager to a collaborative leader. His “1:3:1 problem-solving rule” shifted his team towards independent thinking and collective solutions, paving the way for smoother operations and happier staff.

5. Downhall Delights:

• 🍸
• Estate Innovations:
• Unveil the wonders at Downhall, where Linden’s team distils their own gin and vodka, cultivates honey, and offers exclusive handpicked teas. Upcoming projects like a new kitchen garden dining concept and a woodland spa hint at exciting future ventures.
• 🏆
• Award-Winning Excellence:
• Celebrate Downhall winning the AA Hotel of the Year award. Hear how this accolade has boosted morale and business, alongside tales of the team’s dedication and the owner’s unwavering support.

Join Phil and Linden as they blend humour, heartfelt moments, and hospitality wisdom into an episode that promises to entertain while offering valuable insights. Perfect for industry insiders and enthusiasts alike!

Be sure to subscribe to Hospitality Meets and never miss an episode brimming with compelling stories and industry secrets.

Got a hospitality story to share? Connect with us on social media and join the conversation!

The Guest

Linden Beattie - https://www.linkedin.com/in/linden-beattie-3ab23a91/

Downhall Instagram - down_hall

Show Partners

A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

This week, Phil sits down with master baker and founder of Bread Ahead (https://www.breadahead.com), Matthew Jones for an episode packed with laughter and life lessons. From cheeky kitchen pranks to the transformative power of baking, Matthew’s stories offer a delightful mix of humour and heartfelt insights. Get ready to be entertained by tales of culinary chaos and inspired by Matthew’s journey from pastry novice to successful bakery mogul.

Highlights of the Episode:

Pastry Work and Meditation:

• Phil and Matthew explore the zen-like state one can achieve through the repetitive, skilled labour of baking. Matthew shares his experiences of rolling croissants at lightning speed while being in a meditative state, emphasising the serenity found in mastering a craft.

Kitchen Pranks and Mishaps:

• Prepare to laugh out loud as Matthew recounts his infamous faux crème brûlée prank involving parsnip puree and Tabasco, which accidentally found its way to a restaurant customer's table. This story is a hilarious reminder of the unpredictable fun in a professional kitchen.

From Struggles to Success:

• Matthew candidly discusses his battle with alcoholism and how he rebuilt his life and career with Bread Ahead. His journey is a testament to resilience, perseverance, and the transformative power of baking, both professionally and personally.

Three Key Takeaways:

Mastery Before Meditation:

• Achieving a meditative state through work is possible, but it requires dedication and skill mastery first. Whether baking croissants or practicing any craft, time and effort are essential ingredients for tranquillity.

Live, Laugh, Bake:

Humour and fun can be integral parts of the kitchen environment. Even amidst the high-pressure demands of culinary work, moments of levity and playful pranks can create lasting memories and camaraderie.

Personal Growth and Redemption:

• Overcoming personal struggles, such as addiction, can lead to profound personal and professional evolution. Matthew’s story from battling alcoholism to establishing a successful bakery illustrates the potential for recovery and growth.

Tune in for an episode that blends the joy of baking with heartfelt personal reflections, packed with laughs and invaluable life lessons.

The Guest

Matthew Jones - Founder and owner of Bread Ahead Bakery in Borough Market, London. A passionate baker and entrepreneur, Matthew's journey from turbulent times to triumphant success is as inspiring as it is entertaining. He is currently working on his memoir, "How Baking Saved My Life," and a children's Christmas book, "The Magical Mince Pies."

Instagram - @breadaheadbakery

X - @BreadAhead

Facebook - https://www.facebook.com/breadaheadbakeryschool

Show Partners

A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

Summary: In this engaging and insightful episode of "Hospitality Meets," Phil sits down with the inspiring Roshana Gammampila, who shares her incredible journey from a corporate career in London to managing a tea estate in Sri Lanka. This episode is filled with fascinating discussions, enlightening takeaways, and a sprinkle of fun as Roshana dives into the world of tea, sustainability, and social impact.

Key Takeaways:

1. Cultural Connections and Challenges:

• Roshana talks about Sri Lanka's Palm Tee community, their economic struggles, and the importance of fair compensation for tea producers.
• Discover the traditional methods in tea production and the effort to revolutionize it for modern sustainability.

1. Entrepreneurial Journey:

• Roshana shares her unique career path, from international aid to corporate tech and finally to entrepreneurship in the tea industry.
• Learn how her background in social justice and non-linear career moves have shaped her approach to business.

1. The Farm-to-Table Model:

• A deep dive into Roshana’s vision for a farm-to-table tea brand in the UK, aiming to shorten supply chains and improve economic outcomes for tea workers.
• Understand the benefits of this model, including lower consumer prices, better retailer margins, and higher quality products.

1. Life Transition:

• The episode sheds light on Roshana's personal shifts, influenced by family moves and adopting two sons, highlighting the balance between work and unexpected parental responsibilities.

1. Tea Industry Insights:

• Eye-opening details about the financial and physical struggles in the tea industry, focusing on the disparity of earnings between producers and retailers.
• Fun fact: The origin story behind the vanilla-infused tea that Roshana's estate produces, inspired by Melbourne's tea culture.

1. Product and Packaging:

• Roshana’s dedication to sustainability shines through as she explains the 100% biodegradable packaging of their products.
• Hear about the painstaking process of perfecting the tea product, tackling issues like the drying process for quality consistency.

1. Future Horizons:

• The exciting future plans for mainstream retail distribution and partnerships in hospitality for in-room tea services.
• Roshana reveals upcoming opportunities for online purchases, making their delicious and ethically produced teas more accessible.

Fun Moments:

• Phil enjoying a cup of Roshana's vanilla-infused tea during the interview.
• Roshana reflecting on the unpredictability and learning experiences of running a tea estate.
• The surprising realisation of career alignment with her early aspirations, making for a heart warming listen.

Listen Now: Join Phil and Roshana for an episode that not only delves into serious social and industry issues but also brims with personal stories, passion for tea, and ambitions to create meaningful change. Tune in for a delightful, informative, and inspiring conversation!

Contact & Follow:

Guest:

Roshana Gammampila - Instagram - https://www.instagram.com/devagiri_estate/

Devagiri Estate - https://www.devagiri-teas.com/

Don't miss this heartfelt and inspiring episode to get your dose of motivation and perhaps a sip of something new and refreshing!

The Sponsor

Today’s episode comes to you in partnership with RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

There's a story as to how James and I met which I retell in the podcast but join us for a delightful blend of fun, laughter, and insightful conversations.

Here are some highlights you won't want to miss:

1⃣ Kitchen Comedy: You’ll chuckle too hard at James's story about accidentally stabbing his hand while multitasking during an opening week—let's just say it was a sharp lesson in focusing on one task at a time! 😂🖐️

2⃣ Team Spirit: Dive into how the supportive and inclusive environment at Restaurant Ember not only keeps the kitchen calm and organised but also fosters creativity and dedication among the chefs. Teamwork truly makes the dream work! 👨‍🍳👩‍🍳

3⃣ Mentorship Magic: Hear James reflect on his transition from the military to the culinary world and how his journey shaped his leadership style. He's a true advocate for constructive feedback and has some real gems on team development and mentorship. 🌟

4⃣ Resilience and Growth: From packed meal mishaps in the army to winning accolades in high-pressure cooking competitions, James’s journey is a testament to grit and growth. His anecdotes, including the humorous "courgettes and cucumbers" sandwich saga, are both inspiring and endearing.

Don't miss this episode that perfectly balances humour, wisdom, and the essence of hospitality! Tune in now and let us know your favourite takeaway! 🎧📈

Enjoy!

The Guest

Instagram - jamespecckk

Restaurant Ember - https://www.instagram.com/embernenecourt/

No13 Bar - https://www.instagram.com/no13_bar/

The Four Pears - https://www.instagram.com/thefourpears/

The Sponsor

Today’s episode comes to you in partnership with RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil

Welcome to the 200th episode of "Hospitality Meets"! In this landmark celebration, we delve into some of the best bits from the last 100 episodes including the extravagant tales, pivotal moments, missteps and inspiring journeys shared by our incredible guests. Each story is a testament to the laughter, dedication, creativity, and resilience inherent in the world of hospitality.

What you can expect in this episode (Bed in, it's epic!):-

• Eddy Tannous haircut disasters
• Bharti Radix scary board room meetings
• Phil Howard and working underwater
• Jane Sunley and naught dry store tales
• Phil Street and the Full Monty
• Sally Beck Rescuing high profile deals
• Tim Andrews tale of ultimate humanity
• Benoit Blin and his bagpipe music
• Peter Hancock's celebrity master chef bungle
• Patricia Dickie and Surreal rock star moments
• Guillaume Marly buying monkeys
• Veryan Palmer and the eccentric requests of poodles
• Zoe Watts and brushes with royalty
• Shereen Ritchie and Virtual Call mishaps
• Andrew Evers and technological liars
• Andrew Stembridge and learning a careers worth of experience in 18 months
• Michelle Whittemore and high calibre wardrobe malfunctions
• Matt Townley and James Bonds clothes
• Robert Cook and Lord Rupert Whoopsie
• Olajide Alabi on becoming an unwanted poster boy
• Danny Pecorelli and massive wedding cakes, Johnny Wilkinson & Cameron Diaz
• Trudi Parr and Email Campaigns
• Claire Coghill and putting fires out... literally
• David Taylor and working on Nights
• Adrian Martin and being flung in the deep end
• Adam Handling and his Great British Menu journey
• Conor O'Leary and the Ferret
• Robin Hutson on Hotel Du Vin Start-up
• Raymond Blanc and the ultimate tale of boldness

I'm sure I've missed many others but without question, hearing all of my guests anecdotes and stories has been the real highlight for me.

Join us as we celebrate the essence of hospitality through these captivating stories and revelations. Thank you for being part of our journey to 200 episodes! Here's to many more extraordinary tales and triumphs of laughter and learning in the world of hospitality.

Enjoy!

The Sponsor

Today’s episode comes to you in partnership with RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil