This week's guest... Duncan Garrood.

And trust me...

You're going to want to hear this one.

Duncan's career began in a laboratory as a scientist with a PhD in Biochemistry.

It then took him through Unilever, a decade living in China, Heathrow Airport, the Middle East, Punch Taverns, Bill's Restaurants, family entertainment, student accommodation, and now Riverstone Living.

Most people spend a career trying to follow a plan.

Duncan spent his, basically just saying yes.

In this episode we chat about:

• Why a scientist decided business looked more interesting
• Being told on a Wednesday that he was moving to China on Sunday
• Living next door to 13 Chinese families in a former colonial mansion
• Putting Walls ice cream on the Great Wall of China
• The business lessons hidden inside industrial quantities of Mao Tai
• What airports can teach us about hospitality
• Why great service is often revealed when things go wrong
• Growing a business from $150 million to $1 billion
• Running out of cows whilst scaling Shake Shack
• Transforming Punch Taverns during one of the biggest shifts in pub legislation
• Reimagining Bill's Restaurants
• Using people, not capital, to drive growth in leisure
• Treating students like customers
• Why later living might be one of the most exciting sectors in hospitality today

Along the way we explore leadership, customer experience, entrepreneurship, curiosity, reinvention, and the power of saying yes to opportunities before you're entirely sure how they'll work out.

One of my favourite stories came from Duncan's time in China.

After fifteen dinners with a potential business partner, countless toasts, and enough Mao Tai to test the resilience of a small nation, the gentleman put his arm around him and declared:

You are my little brother."

Moments later, he passed out.

Business was secured.

As leadership lessons go, it's certainly more memorable than most MBA programmes.

There are also some absolute gems throughout the conversation:

💭 "We're not here to put years on your life, we're here to put life in your years."

💭 "If you don't take the opportunities when they come, the things you're missing out on are unknown."

And perhaps my favourite takeaway of all:

💭 "I've literally never regretted saying yes to any of these opportunities."

Because that's really what this episode is about.

Not airports.

Not pubs.

Not burgers.

Not retirement living.

It's about curiosity.

It's about adventure.

It's about having the courage to step into the unfamiliar.

And trusting that you'll figure the rest out along the way.

Funny, thoughtful, insightful and packed with stories.

A brilliant conversation with a man who's spent a lifetime proving that some of the best opportunities arrive disguised as uncertainty.

Enjoy

Show Partner

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

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

It also makes life easier for teams, allowing staff to check rotas, request holiday, and pick up extra shifts directly from their phones.

To find out more, head to RotaCloud

This week's guest is John Badley, CEO of Andrew Brownsword Hotels.

Today, John oversees a collection of some of the UK's most beautiful and historic hotels.

But his story starts somewhere much humbler.

A teenage job sweeping a car park for £10, a desperate desire to escape the cold, and a sister who eventually gave in and let him become a kitchen porter.

The rest, as they say, is history.

In this episode we chat about:

🧽 How a car park sweeping job became a lifelong hospitality career

🍽️ Starting as a KP and working his way through the kitchen ranks

⭐ The pursuit of rosettes and the lessons learned in fine dining

🇸🇪 Why a move to Sweden changed his perspective forever

👨‍🍳 The unusual role that saw him wearing chef whites and a three-piece suit at the same time

📈 The leadership lesson that came from being rejected for promotion

🔥 Managing one of hospitality's most devastating crises when a hotel was destroyed by fire

🏊 The infamous swimming pool experiment that taught a painful lesson about guest perception

🧭 Why every leader needs a North Star

🤝 The impact of mentors, including hospitality legend David Guile

💡 Why curiosity remains one of the most underrated leadership skills

🚀 How Andrew Brownsword Hotels is building for the future whilst protecting its remarkable heritage

Along the way we explore leadership, resilience, commerciality, culture, curiosity, and the extraordinary opportunities hospitality can provide for those willing to keep learning.

One of my favourite moments came when John shared the lesson that transformed his career.

After being repeatedly overlooked for promotion, he was finally told the reason:

"If we promote you, who's going to look after this kitchen?"

It was a difficult conversation at the time, but it taught him one of the most important leadership lessons of all:

Your success is measured not by what you can do, but by what your team can do without you.

Another standout moment came when discussing leadership and performance.

"Consistency beats intensity."

A simple phrase, but one that underpins John's entire approach to leadership, culture and long-term success.

There was also a wonderful reminder of the mindset that has carried him from kitchen porter to CEO:

"There's always something else I didn't know. So I wanted to go and learn it."

And perhaps the most powerful takeaway from the entire conversation:

"Make the mistake."

Not recklessly.

Not repeatedly.

But don't become so afraid of failure that you stop trying new things altogether.

There are also stories involving Swedish adventures, luxury hotels, thousands of firefighters, frozen swimming pools, and enough leadership wisdom to fill a management textbook.

Funny, thoughtful, honest and packed with practical lessons.

A brilliant conversation with one of hospitality's most grounded leaders.

Enjoy.

Show Partner

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

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

It also makes life easier for teams, allowing staff to check rotas, request holiday, and pick up extra shifts directly from their phones.

To find out more, head to RotaCloud

This week's guest is Caroline Ottoy, Managing Director of WatchHouse.

Today, WatchHouse is one of the most exciting hospitality brands on the planet, with 29 locations across the UK, USA and Dubai, and ambitious plans to reach 100 sites globally over the next few years.

But Caroline's journey started in a very different place.

A teenager destined for a science degree, a year spent slightly losing her way, and a mum who effectively packed her bags and sent her to hospitality university whether she liked it or not.

Thankfully, she did.

In this episode we chat about:

• How an agricultural college accidentally launched a hospitality career
• Spending a year working in France and becoming fluent in French
• The early days of ASK and opening restaurants across the UK
• Living above the restaurant and learning hospitality the hard way
• The legendary Dough Ball Incident
• Growing brands from start up to national success
• The move from restaurants into Planet Organic
• Leading through Covid and creating daily "Cobra Meetings" to keep teams aligned
• Learning to step up when uncertainty is everywhere
• Overcoming imposter syndrome and finding confidence on stage
• The mentors, cheerleaders and leaders who changed her life
• Why EOS has become one of the most powerful tools behind WatchHouse's growth
• The ambitious journey to 100 WatchHouse locations worldwide

Some of my Favourite Quotables

"Visions are irrelevant without great people"

"Everything is about people. Everything"

"I was a really good waitress. I'm telling you now, I could handle a big section"

"We didn't really know what we were doing. We were just finding out as we went along"

Along the way we explore leadership, resilience, culture, friendship, hospitality careers, and the extraordinary impact great people can have on the direction of our lives.

One of my favourite moments came when Caroline reflected on receiving a message from a former team member years later, thanking her for the role she'd played in shaping his career and life.

It's a beautiful reminder that in hospitality, we often have a far bigger impact on people than we ever realise.

Funny, thoughtful, inspiring and packed with lessons for anyone building teams, leading people, or simply trying to figure things out as they go.

And yes...

There is a story involving enough dough balls to fill half of Bristol.

Enjoy.

Show Partner

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

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

It also makes life easier for teams, allowing staff to check rotas, request holiday, and pick up extra shifts directly from their phones.

To find out more, head to RotaCloud

This week's guest is Barrie Robinson, National Operations Director at Parkdean Resorts and Chair of the newly launched North Star Competitive Career Accelerator.

Barrie's journey into hospitality wasn't exactly traditional.

After lasting just six weeks at university ("reading newspapers and pretending to be a tree" wasn't quite the career path he'd envisioned), he started work as a glass collector in his local pub.

Fast forward a few decades and he's now responsible for operations across the UK's largest holiday park operator.

But the route between those two points is where things get interesting.

In this episode we chat about:

• Why hospitality might be the UK's best-kept career secret
• What makes holiday parks one of the most overlooked sectors in hospitality
• Turning a village pub from £500 a week into £6,000 a week
• The power of creating experiences rather than simply serving customers
• Living with imposter syndrome, even at senior leadership level
• The boss who became known as "Eff Off, Don't Answer"
• The unfortunate incident involving a new boss, several pints, and a train journey home
• Why great leaders allow people to fail safely
• How winning the ALMR Operations Manager of the Year award transformed Barrie's confidence forever
• The return of the North Star Competitive Career Accelerator and why it's set to develop the next generation of hospitality leaders

Along the way we explore leadership, community, career development, truth-telling, resilience, and why some of the most valuable lessons in hospitality come from the moments you'd rather forget.

Some Cracking Quotables

"Hospitality is one of the UK's best-kept career secrets."

"People don't come to work to do a bad job."

"If you trust the truth, it is always the right thing to do."

Barrie is thoughtful, honest, funny, and deeply passionate about helping people realise their potential.

And if nothing else, this episode contains one of the greatest leadership stories ever told involving an Audi A6.

Enjoy.

Show Partner

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

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

It also makes life easier for teams, allowing staff to check rotas, request holiday, and pick up extra shifts directly from their phones.

To find out more, head to RotaCloud

What starts as a chat about pubs, restaurants and leadership quickly becomes a brilliant conversation about burnout, ambition, balance, accidental life lessons, and why sometimes the best thing that can happen to your career… is getting sacked from your first hospitality job.

There are stories of legendary £4.50 breakfasts, pub landlords who accidentally become life mentors, entrepreneurial chaos, brutal kitchen lessons, and one particularly wonderful moment involving a manager solving Phil’s chronic lateness problem with the revolutionary concept of… buying a second alarm clock.

Groundbreaking leadership.

Along the way, Jonny talks openly about the moments where hospitality nearly broke him, the dangers of arrogance disguised as ambition, and how learning to understand yourself is just as important as learning how to run a business.

It’s thoughtful, funny, honest, slightly chaotic at times… and packed full of gold.

In this episode, Jonny and I get into…

• Why a bike accident and a few days in hospital unexpectedly sparked a fascination with medicine

• Falling into hospitality almost by accident — and immediately becoming obsessed with food, drink and learning

• Getting fired from his very first hospitality job… then finding his career-changing mentor in the pub next door

• The magic of great pubs and why community operators still matter so much

• How the right leader at the right moment can completely change someone’s life

• Why hospitality relationships become so deep and enduring

• The difference between management and true leadership

• Burnout, arrogance, ambition and learning difficult lessons early in your career

• Why some jobs teach you more in one year than others teach in ten

• The brutal but brilliant education of kitchens and gastropub culture

• The changing role of modern operations leadership in hospitality

• Why coaching matters far more than fear

• Work-life balance… or just “balance” full stop

• How hospitality can become both your stress and your safe place at the same time

• Why being comfortable isn’t always a bad thing

• The importance of recognising what actually matters in your life before it’s too late

• The joy, madness and sheer unpredictability of hospitality careers

Some cracking quoteables from Jonny…

“If you enjoy food and drink, it’s probably a pretty good industry to be in.”

“I accidentally built roots in Reading.”

“The enemy of your enemy is your friend.”

“It’s a school of hard knocks.”

“You’re one great day away from having a crap day.”

“Hospitality became my place of joy.”

And perhaps the most important leadership breakthrough in modern history:

“If one alarm clock isn’t working… buy a second alarm clock.”

Revolutionary stuff.

Why this episode is worth your ears

This one feels incredibly human.

Yes, there’s loads in here about hospitality operations, leadership, career growth and team culture… but underneath all of that is a really honest conversation about figuring yourself out while trying to build a career at the same time.

Jonny speaks brilliantly about the moments where things didn’t go well, the leaders who shaped him, the mistakes that taught him the most, and how hospitality has evolved from old-school fear-based management into something far more people-focused.

It’s funny, reflective, occasionally chaotic, and full of the sort of stories that remind you why this industry gets under people’s skin in the first place.

Also…

Any episode featuring:

• Pub philosophy

• Angry chefs

• Ping pong bars

• A grammar school kid discovering kinaesthetic learning

• And the phrase “the avenue of arsehole is a two-way street”…

…was probably always going to be a good one.

Show Partner

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

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

It also makes life easier for teams, allowing staff to check rotas, request holiday, and pick up extra shifts directly from their phones.

To find out more, head to RotaCloud

What followed was part hospitality strategy masterclass, part therapy session for modern business owners, and part beautifully chaotic conversation about AI, audience-less keynote speeches, and why hiring experts only to tell them exactly what to do might be “the definition of madness.”

From working in a shoe shop during school work experience while dreaming of hotels, to shouting orders on the grill in a Sydney restaurant kitchen overlooking the Opera House, Adam’s journey is full of sharp pivots, curiosity, and a relentless obsession with solving problems properly.

Along the way we get into the terrifying speed of AI, why hospitality still massively underuses its own data, what business owners can learn from bad football defending, and the deeply humbling experience of delivering a keynote presentation to an audience of… one.

And honestly?

The audience of one story alone is worth the price of admission (Which is free by the way)

In this episode, Adam and I get into…

• Why careers often evolve through curiosity rather than rigid planning

• How a failed hotel promotion model accidentally launched an entire hospitality marketing career

• The ongoing battle between hotels and OTAs, and why direct bookings still matter so much

• What operators misunderstand about marketing partnerships

• Why Formula made the bold decision to hire only highly experienced people

• The power of friction, challenge and healthy disagreement in great businesses

• Why “slow down to speed up” might be the most important business lesson of all

• The terrifying speed of AI and how search behaviour is fundamentally changing

• Why hospitality still isn’t using data and technology anywhere near its full potential

• How fear of being left behind can push businesses into bad tech decisions

• Why independent hoteliers often feel isolated when facing huge commercial challenges

• The thinking behind Adam’s new hospitality advisory board concept

And so much more.

Some cracking quote-ables from Adam…

“You don’t buy a dog and bark yourself”

“Search has changed more in the last 18 months than in the previous 18 years”

“You’ve got to slow down to speed up”

“The bold, harder decisions are often much less expensive than the easy decisions you choose to tolerate”

“Doing the same thing and expecting a different result is madness… but so is hiring experts and then telling them exactly how to do their job”

Why this episode is worth your ears

This is one of those conversations that goes way beyond marketing.

Yes, there’s loads in here about AI, growth strategy, technology, customer behaviour and the future of hospitality… but underneath all of that is a really thoughtful conversation about leadership, humility, evolution and the importance of staying curious when the world feels like it’s changing at breakneck speed.

Adam’s honesty around business ownership, difficult decisions, and learning to pause before reacting makes this one feel incredibly grounded and real.

It’s also reassuringly human.

Because sometimes even successful keynote speakers end up presenting to one confused bloke in a conference room.

And somehow…

that might actually be the perfect metaphor for modern business.

Show Partner

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

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

It also makes life easier for teams, allowing staff to check rotas, request holiday, and pick up extra shifts directly from their phones.

To find out more, head to RotaCloud

Not just for hospitality… but for how we think about people, performance, and what “doing a good job” actually means

Gareth now runs ADHospitalityD, with a mission to educate the industry on neurodiversity, breaking down misconceptions, supporting individuals, and helping businesses create environments where people can genuinely thrive.

But his story starts where many of ours do…

On the floor

In this episode, Gareth and I get into…

• Growing up in hospitality with both parents in the industry
• Falling in love with the buzz (and chaos) of a busy service at a young age
• Originally planning a career in sports… before hospitality pulled him back in
• Working his way through the industry via the Exclusive Collection grad scheme
• Why understanding the full guest journey matters in leadership
• Stepping into a Head of Department role, and suddenly hitting a wall
• The shift from doing the job to enabling others to do it
• Struggling with admin, pressure, and expectations, despite loving the industry
• Discovering ADHD later in life and what that explained
• The concept of interest-based vs importance-based nervous systems (game-changer 👀)
• Why traditional productivity advice doesn’t work for everyone
• Adjusting ways of working to suit how your brain actually functions
• And ultimately… turning that experience into a mission to support others

Some cracking quote-ables from Gareth

“We need to value the strengths, but appreciate the struggles”

“I wasn’t failing… I just hadn’t been set up in a way that worked for me”

“At Head of Department level, your output changes, and that’s where it hit me”

“I could do the job… but I couldn’t do it the way everyone else expected”

“You don’t ‘fix’ this, you learn how to work with it”

Why this episode is worth your ears

If you lead people… this one matters

Because it challenges a lot of assumptions we make about:

• Productivity
• Performance
• Communication
• And what “good” looks like at work

Gareth’s story is a powerful reminder that not everyone operates the same way, and that’s not a weakness.

In fact, when you understand it properly?

It can be a huge strength

And for an industry built on people…

That’s something we can’t afford to ignore.

Contact Gareth through his website at https://adhospitalityd.com/ or Instagram

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

Inspired by a first class airline cabin and created by the founder of YO! Sushi, YOTEL has always challenged the “that’s just how hotels work” mentality, and this episode dives into exactly why.

Along the way, the two Phils discuss:

• Why understanding your own energy patterns might be one of the most underrated leadership skills around
• The importance of healthy friction in teams
• Building cultures that aren’t just clones of the leader
• Why communication matters most when uncertainty is highest
• The reality of navigating major business change
• Why hospitality still offers one of the greatest careers in the world
• And why getting promoted from pots and pans to plates and glasses once felt like a massive career breakthrough 😂

There’s also loads of brilliant insight around leadership, culture, growth and vision, without ever disappearing too far up its own backside.

Phil Andreopoulos speaks openly about:

• Growing through the hospitality industry
• His journey from kitchen porter to CEO
• Building franchise growth across global hotel brands
• The recent Hilton partnership with YOTEL
• Why “fun at work” matters more than people think
• And the importance of creating environments where people actually want to be

Some standout quotes from the episode:

“Knowing yourself is a hugely underrated leadership skill”

“If you leave gaps in communication, people will fill them”

“We spend a huge amount of our lives at work. It should be successful… but it should also be fun”

“You don’t build great teams by hiring people exactly like you”

“Hospitality is one of the greatest industries in the world… and I still don’t think we tell that story well enough”

There’s wisdom in this one.

There’s humour in this one.

There’s also a genuinely fascinating story about how a first-class airline seat accidentally became a hotel concept.

Classic hospitality really. Somebody looked at a plane seat and thought:

“…yeah, but what if we put a shower next to it?” 😂

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

A conversation about leadership, yes.

Culture, absolutely.

But also… naked guests, rogue deer, flood rescues in a Land Rover, student days in a fudge kitchen, and why maybe fun has been unfairly underestimated as a serious business strategy.

Guy’s journey, from a self-confessed chatty teenager being redirected out of the kitchen and into front of house, to Hotel Director at The Pig - is packed with warmth, mischief, humility and some beautifully simple thinking about what makes hospitality…well... hospitality.

In this episode, Guy and I get into…

• How a careers adviser effectively turned “I like eating and drinking” into a career path 😅
• Why his kitchen career lasted roughly three weeks
• Student jobs in fudge kitchens, pot washing and night cleaning, and why every odd job teaches you something
• Falling for The Pig over a hungover lunch… then resigning before he even had the job
• Why great hospitality businesses recruit personality first, train skill second
• Growing through the ranks at The Pig and opening a hotel just in time for COVID (timing 👀)
• Why fun at work isn’t fluff, it’s culture
• Turning staffing shortages into team challenges, not team stress
• The now-legendary flood day
• Why adversity often creates the best guest experiences
• Working nights in London and the surprisingly frequent issue of naked guests locking themselves out of rooms
• Rogue animals, escaped deer, wandering bullocks… and the operational realities no hotel school prepares you for

Some cracking quote-ables from Guy

“We’ve always recruited personality.”

“I got to play at those hotels”

“If we can make it fun, people want to come to work”

“Don’t take a step back”

“There’s always adversity in this industry… so you may as well have fun with it”

“It’s only work” (which somehow sounded profound in context)

🎧 Why this episode is worth your ears

This one is a brilliant reminder that hospitality doesn’t have to choose between performance and joy.

You can be serious about standards…

and still be playful.

You can lead through pressure…

and still laugh.

And maybe, just maybe, the teams that have the most fun are often the teams that perform the best.

There’s loads in here about leadership, culture and community… but also some glorious stories that remind you why so many of us fell in love with this industry in the first place.

And honestly?

Any episode featuring fudge, floods and naked guests was always going to be worth a listen.

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

Global upbringing, accidental career pivots, iconic hotel brands, and a journey that goes from literally steering boats in Dubai… to leading people & culture across a luxury London hotel group.

And the best bit?

It all started with a dream that didn’t happen.

In this episode, Basel and I get into…

• Growing up internationally thanks to his father’s career in aviation
• Why he originally wanted to be a pilot, and how 9/11 changed that path overnight
• Falling into hospitality… and grabbing the opportunity without overthinking it
• Moving to Dubai at 21 and stepping into one of the most iconic hospitality boom periods
• Starting out in guest relations (and unexpectedly managing boat transfers 😅)
• The power of saying yes to opportunities, even when they’re not what you expected
• Moving into training and HR… and discovering a passion for people development
• Leading teams at just 25, and the reality of responsibility hitting fast
• Working across some of the world’s most recognisable luxury brands: Jumeirah, Shangri-La, Raffles, Rotana, Hyatt, Meliá, Hilton
• Experiencing hospitality across cultures - and why Dubai feels like the “United Nations” of the industry

Some cracking quote-ables from Basel

“I didn’t choose hospitality… it chose me”

“I grabbed the opportunity, I didn’t wait for the perfect plan”

“At 25, your signature suddenly means something”

“Dubai showed me the world before I ever travelled it”

“You need to say yes first… and figure it out after”

Why this episode is worth your ears

If you’ve ever felt like your career didn’t go to plan…

Good.

Because Basel’s story is a brilliant reminder that sometimes the best paths are the ones you didn’t intend to take.

There’s also a huge amount in here around:

• Leadership at a young age
• Learning through experience (not titles)
• Building confidence in completely new environments
• And why people & culture should sit at the heart of hospitality

Plus… more than a few stories you don’t hear every day

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 as a journalist, to working in airline reservations, to quite literally being invited across the road into a hotel career… Newton’s journey spans continents, cultures, and some seriously big roles.

We’re talking global brand, marketing, and communications at a scale that’s hard to get your head around, but always grounded in one thing: understanding people.

In this episode, Newton and I get into…

• Growing up across the Middle East, India, and Europe, and how that shaped his worldview
• Starting out in journalism and developing a love for storytelling
• Moving into American Airlines… and then being recruited into hospitality by a hotel GM across the street
• Why travel, tourism, and hospitality are one industry (and should act like it)
• The reality of working in different cultures, and why curiosity beats assumption every time
• Moving to London and adapting to a completely different way of working
• Starting at the “bottom” in PR & marketing, and why that foundation matters
• Managing brand and marketing across 450 hotels, 12 brands, and 33 countries
• Why structure, training, and community are essential at scale
• Moving to Marriott and navigating the world of franchise vs managed hotels
• Helping independent hotels plug into global brands without losing their identity

Some cracking quote-ables from Newton

“I didn’t move into hospitality… I was invited into it”

“Travel and hospitality are not separate industries, they’re one”

“You can’t understand a hotel brand unless you’ve seen it on the ground”

“Curiosity is more important than assumption”

“The way you work in one country won’t work in another, you have to adapt”

Why this episode is worth your ears

If you’ve ever thought your career path is a bit all over the place… good.

Newton’s story is proof that the most interesting careers are built through curiosity, opportunity, and saying yes to things you didn’t plan.

There’s also a ton in here around leadership at scale, how you manage people, brand, and culture across different countries, different expectations, and different ways of working.

And a reminder that in a global industry like ours…

Understanding people is everything

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

And what an introduction to it this was.

From wanting to be an air stewardess at 10 years old, to building a 20+ year career in hotel sales, Dawn’s journey is packed with graft, growth, resilience… and a lot of persistence (some might call it “relentless follow-up” 😅).

Now Sales Director for B&B Hotels UK, Dawn brings a no-nonsense, people-first approach to an area of hospitality that often gets misunderstood, and massively underestimated.

In this episode, Dawn and I get into…

• How a childhood dream of travel turned into a lifelong career in hospitality
• Starting in conference & banqueting… and quickly being moved out of it 😅
• Falling in love with sales (mainly by talking too much at coffee breaks)
• Why she didn’t go to university - and built her career through doing instead
• The importance of early mentors (and learning under “formidable” leadership)
• Being told to stop calling people so much… and why persistence still wins
• The reality of sales: rejection, resilience, and finding the right fit
• Leading with a “people first” mindset - both with customers and teams
• Why hospitality sales isn’t about the product… it’s about the experience

Some cracking quote-ables from Dawn

“Revenue isn’t revenue until it’s banked”

“Hope is not a strategy” (Dammit)

“If you’re not the right fit, that’s fine, but let’s have the conversation first”

“We’re all selling similar products… the difference is how you make people feel”

“Some people told me to stop calling… those are the ones I enjoyed winning the most”

Why this episode is worth your ears

If you’ve ever worked in sales, or been on the receiving end of it, this one’s for you.

Dawn strips it right back to what great sales actually is:

curiosity, conversation, and care.

There’s no fluff here. Just real insight into what it takes to build relationships, handle rejection, and lead teams in a world where everyone’s selling something similar.

And if nothing else… you’ll never look at a follow-up call the same way again

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

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

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.