Host: Phil Street FIH

Guests:

1. Mike Wood FIH – General Manager, Hempstead House
2. Dawn Lawrence MIH – CEO, HJUK
3. Sidiqa Hazara AIH – Membership & Commercial Team, Institute of Hospitality

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

The Systemic Win: Can Hospitality Design Success, Or Does It Happen Naturally?

What if success in hospitality wasn’t about individual brilliance… but about the system that surrounds it?

In this thought provoking episode, Phil Street is joined by Mike Wood, Dawn Lawrence, and Sidiqa Hazara to explore the idea of a “systemic win”, creating environments where everyone benefits: the business, the team, the guest, and the wider ecosystem.

From elite sport analogies to oak tree metaphors (yes, really), this conversation wrestles with a fundamental tension in hospitality:

Can you systemise success in an industry built on human moments?

In This Episode, We Discuss:

1. What a “systemic win” actually means in a hospitality context
2. Why systems can provide stability, but not always solutions
3. The danger of relying on a single “hero” within a business
4. Why hospitality is too dynamic to ever be fully systemised
5. The balance between structure and spontaneity
6. How great systems can support, but never replace, people
7. The role of communication, trust, and culture in creating consistency
8. Why empowerment beats control when things go wrong
9. The importance of agility in a constantly shifting environment
10. Creating conditions where team, guest, and business all win simultaneously

Why Our Guests Said, “I’m In!”

Mike Wood:

“It’s all about giving back. If everyone shares, everyone learns”

Dawn Lawrence:

Dawn values the IOH for its ability to connect people, share insights, and support future talent. From legislation to lived experience, it’s a hub for learning and collaboration

Sidiqa Hazara:

Coming from outside hospitality, Sidiqa sees the IOH as both a learning platform and a community, a place to understand the industry while contributing back to it

Outstanding Quotes from the Episode

1. “You can have the best systems in the world… but without communication, it’s dead” – Phil Street
2. “There’s no point keeping information to yourself… if everyone gives back, everyone learns” – Mike Wood
3. “You can take a really talented human being and put them into a broken system… and they’re still going to struggle” – Phil Street
4. “The system should hold its own, something you can always fall back on” – Mike Wood
5. “It’s all about people, not necessarily about systems” – Dawn Lawrence
6. “Hospitality is a moment business, every interaction is different” – Sidiqa Hazara
7. “Design an environment where the business, the team, and the guest all benefit” – Sidiqa Hazara

Join the Conversation

Twitter/X: @IoH_Online

Instagram: @ioh_online

LinkedIn: Institute of Hospitality

Website: The Institute of Hospitality

Surely hospitality will never be fully systemised? and that’s exactly why it works

But when the right systems meet the right people?

That’s where the magic, and the real wins, happen. I hope this episode gets you thinking

Enjoy!

https://www.leonardohotels.co.uk/

Host: Phil Street FIH

Guests:

1. Adam Hamadache FIH - Founder, Formula; Digital Growth Specialist
2. Sonia Cresswell MIH - Marketing & Communications, Institute of Hospitality
3. Ryan Thomas AIH - Duty Manager, Whitbread; Hotel Manager Programme

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

Are We Over-Reliant on AI?

AI is everywhere. On our phones. In our booking engines. In our revenue tools. In our copywriting. In our discovery journeys.

So, the question becomes:

Are we enhancing our thinking… or avoiding it?

In this wide-ranging and honest conversation, Phil is joined by Adam Hamadache, Ryan Thomas, and Sonia Cresswell to explore whether hospitality is using AI wisely, or leaning on it a little too heavily.

From digital discovery and operational efficiencies to education, ethics, creativity, and even Tom Hiddleston’s wardrobe, this episode pulls no punches.

In This Episode, We Discuss:

1. Where each guest sits on the AI adoption scale, from cautious user to daily dependency
2. AI as an efficiency tool vs AI as a crutch
3. Why hospitality operations are increasingly embedding AI into call handling and guest interaction
4. Revenue management and digital marketing as major AI growth areas
5. The seismic shift from “ranking on Google” to “being recommended by AI”
6. Whether AI enhances creative thinking, or quietly erodes it
7. The risk of de-skilling in education and leadership
8. The ethical grey zone of AI generated work
9. How young professionals are navigating AI in education
10. Why over hyping AI can be as dangerous as ignoring it
11. The importance of healthy scepticism when using AI tools

Why Our Guests Said, “I’m In!”

Adam Hamadache FIH:

Adam believes hospitality needs strong institutions to champion the breadth and value of the industry. For him, the IOH plays a crucial role in advocating for hospitality as a serious, dynamic profession, particularly at a time when recruitment and recognition remain challenges.

Sonia Cresswell MIH:

From inside the organisation, Sonia describes the IOH as one big hospitality family. Working closely with members daily, she sees first-hand the genuine care and connection that drives everything the Institute does.

Ryan Thomas AIH:

Ryan describes the IOH as his “perfect partner for progression.” As someone early in his leadership journey, he values mentoring, networking, and being part of a professional community that recognises potential and supports development.

Outstanding Quotes from the Episode

1. “AI can give you very convincing gobbledygook” - Adam Hamadache
2. “It’s not that different from people using pre-designed stuff on Canva… that’s been happening for a lot longer than AI” – Sonja Cresswell
3. “It’s polished rubbish” - Ryan Thomas
4. “Ideally, it should act as a thinking partner, not a replacement for your brain” - Ryan Thomas
5. “Stop thinking of it as ranking. Start thinking about being recommended” - Adam Hamadache
6. “If you use it as a tool, as a partner tool, rather than actually to do it for you, it’s definitely the way forward” - Sonja Cresswell
7. “If you use it properly, it enhances clarity. If you copy and paste, it becomes a shortcut” - Ryan Thomas
8. “We have to approach AI with healthy scepticism” - Adam Hamadache
9. “It’s a touch unregulated… it can effectively be left to run wild” - Phil Street

Join the Conversation

X: @IoH_Online

Instagram: @ioh_online

LinkedIn: Institute of Hospitality

Website: The Institute of Hospitality

AI isn’t coming. It’s here.

The real question isn’t whether we use it, it’s how consciously we choose to.

https://www.leonardohotels.co.uk/

Host: Phil Street FIH

Guests:

1. Rosie Radwell – Managing Director & Owner, Marsham Court Hotel
2. Valentina Calanche – Neuroinclusion Lead, Fair Shot
3. Raya White – DEIB Lead, Institute of Hospitality
4. Anne Moorcroft – Chairman, The Café Project
5. Lee Whalley – Head of Operations, The Crumbs Project

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

Supporting Neurodiversity & Learning Disabilities in Hospitality, Without Compromising Excellence

Recorded live in front of 600 students at Passion for Hospitality 2025 at the Novotel London Hammersmith, this special episode explores one powerful question:

How do we better include people with learning disabilities and neurodiversity in hospitality while still delivering top-class service?

From practical adaptations and job carving to leadership mindset shifts and redefining what “excellent service” really means, this conversation moves beyond theory and into real, lived experience from operators and charities making it happen every day.

In this episode, we discuss:

1. The difference between diversity and true inclusion
2. Why belonging is the foundation of great hospitality
3. How inclusion strengthens, not compromises, service standards
4. Simplifying processes without lowering expectations
5. The power of job carving and designing roles around strengths
6. Clear communication and leadership as the cornerstone of inclusion
7. Why small changes (colour coding, signage, task breakdowns) make a big impact
8. Supporting disclosure and creating psychologically safe workplaces
9. Moving beyond the idea of inclusion as “charity”, and recognising it as good business
10. The commercial impact of inclusive service on guest loyalty
11. Why hospitality’s communication skills are so often underestimated
12. Future-proofing the industry by embracing neurodiversity

Our Guests

Rosie Radwell:

Rosie leads one of the UK’s most accessible hotels and believes inclusion must be woven into the culture from the top down. For her, belonging is the biggest word in hospitality.

Valentina Calanche:

At Fair Shot, Valentina trains young adults with learning disabilities in a live café environment and supports businesses to employ them. She sees inclusion not as complex, but as intentional and achievable.

Raya White:

As DEIB Lead at the IOH, Raya champions inclusion as a driver of culture and performance. For her, true inclusion means every voice matters and everyone has the opportunity to contribute.

Anne Moorcroft:

Anne works directly with trainees with learning disabilities, helping them gain confidence and work placements. She sees daily how purpose transforms lives, and teams.

Lee Whalley:

At The Crumbs Project, Lee trains adults in hospitality skills for employment and independent living. His view: inclusion future-proofs the industry and strengthens leadership across the board.

Outstanding Quotes from the Episode

1. “Diversity is being invited to the party. Inclusion is being asked to dance” – Verna Myers (quoted by Phil)
2. “Belonging is the biggest word in this” – Rosie Radwell
3. “It’s not rocket science. Sometimes we just overcomplicate things” – Valentina Calanche
4. “Professional clarity benefits everyone, not just neurodiverse individuals” – Lee Whaley
5. “Stop looking at it as charity. It’s just good business” – Raya White
6. “Everyone deserves a chance and they bring so much joy to a team” – Anne Moorcroft
7. “One in five people in the UK are disabled. We need to future-proof ourselves” – Lee Whaley

Join the Conversation

Twitter/X: @IoH_Online

Instagram: @ioh_online

LinkedIn: Institute of Hospitality

Website: https://www.instituteofhospitality.org/

For any feedback on the show, to put forward a topic or to put yourself forward as a guest, please reach out to phil.street@instituteofhospitality.org

Host: Phil Street FIH

Guests:

1. Sacha Lord FIH – Chair, Night Time Industries Association; Founder, The Warehouse Project & Parklife
2. Aymen Fetouak MIH – Head of Professional Development, Institute of Hospitality
3. Emily Clark AIH – Industry Engagement Officer, Edge Hotel School; IOH Youth Council

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

Looking Ahead to 2026: New Year, New Challenges

As hospitality steps into 2026, the mood is mixed. Hope, frustration, resilience, fear, and optimism all collide in this honest, wide ranging conversation about what lies ahead for the industry.

Joined by Sacha Lord, Aymen Fetouak, and Emily Clark, Phil explores the pressures facing hospitality, from government policy and rising costs to leadership behaviour, professional development, and the future workforce, while also uncovering where hope still lives and how the sector can create its own momentum.

This is a candid, thoughtful discussion about realism without resignation and why hospitality remains worth fighting for.

In this episode, we discuss:

1. What 2026 feels like for hospitality leaders on the ground
2. The impact of government policy, VAT, business rates, and political decision-making
3. Why hospitality often feels misunderstood at policy level
4. The real human cost of closures - businesses, homes, families, and mental health
5. How public support for hospitality is growing again
6. Why pubs, restaurants, and hotels are more than just businesses
7. The pressure facing leaders as margins tighten and teams shrink
8. Long hours, burnout, and the risk of losing joy from the industry
9. The importance of collaboration, not top-down decision-making
10. Why professional development must become practical, human, and continuous
11. Mentoring, real-world learning, and “capability in the moment”
12. Leadership behaviours Gen Z wants to see disappear
13. Why younger generations are still optimistic - and ready to innovate
14. Creating hope rather than waiting for it

Why Our Guests Said, “I’m In!”

Sacha Lord:

For Sacha, becoming a Fellow of the Institute of Hospitality was an unexpected and deeply meaningful honour. With no formal qualifications and 30 years in the industry, the recognition represents everything hospitality can offer - opportunity, progression, and purpose without barriers.

Aymen Fetouak:

Aymen sees the IOH as a people first organisation dedicated to standards, sustainability, and real world impact. His role is rooted in listening to the industry and turning pressure into progress through practical development.

Emily Clark:

Emily joined the IOH as a student and never looked back. From accessing learning resources to finding her professional community through the Youth Council, she believes the Institute plays a vital role in inspiring and supporting the next generation.

Outstanding Quotes from the Episode

1. “If we reduce VAT to 12.5%, that’s better than 20% of nothing from closed businesses” – Sacha Lord
2. “A pub serves far more than just a pint - it’s part of our social fabric” – Sacha Lord
3. “If your people are okay, your business has a fighting chance” – Aymen Fetouak
4. “Professional development should be about capability in the moment, not certificates on walls” – Aymen Fetouak
5. “Don’t push away the people who stay” – Emily Clark
6. “We have to create our own hope - not wait for it” – Sacha Lord
7. “Hospitality hasn’t lost its heart, even under pressure” – Aymen Fetouak
8. “This industry has survived wars, pandemics, and recessions - we will get through this too” – Emily Clark

Join the Conversation

Twitter/X: @IoH_Online

Instagram: @ioh_online

LinkedIn: Institute of Hospitality

Website: Institute of Hospitality

2026 may not come with easy answers but this episode reminds us that hospitality’s strength has always been its people, its adaptability, and its heart. Tune in for a grounded, hopeful look at what comes next.

Host: Phil Street FIH

Guests:

1. Mark Lewis FIH – Chief Executive, Hospitality Action
2. Lizzie Grundy AIH – Weddings & Private Dining Manager, Pennyhill Park; Vice Chair, IOH Youth Council

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

Supporting Communities at Christmas: The Season of Giving Back

In this festive episode of I’m In, host Phil Street brings together two brilliant hospitality voices, Mark Lewis of Hospitality Action and Lizzie Grundy of Pennyhill Park, to explore what supporting communities at Christmas truly means.

From tackling loneliness to charitable giving, team wellbeing, and authentic generosity, this warm, heartfelt conversation reminds us that hospitality’s spirit shines brightest when we take care of one another.

In this episode, we discuss:

1. What “supporting communities at Christmas” means to those working in hospitality
2. Hospitality Action’s Golden Friends scheme and how it supports retired workers
3. Why Christmas can be emotionally tough, and how kindness helps bridge the gap
4. Real examples of hotels giving back: toy donations, charity Christmas cards, and more
5. Supporting your own teams during the busiest season of the year
6. The power of time and volunteering when finances are stretched
7. Why acts of generosity are contagious
8. Industry wide collaborations like Walk for Wellbeing and the Always Open at Christmas charity single

Why Our Guests Said, “I’m In!”

Mark Lewis:

Mark believes deeply in the importance of professional development and the role the IOH plays in supporting hospitality careers. As someone committed to supporting the industry’s people, joining the IOH community was a natural step.

Lizzie Grundy:

Fresh out of university, Lizzie wanted a professional home that would help her continue learning, connecting, and growing. The IOH gave her that, and now, through the Youth Council, she helps others find their voice and their community too.

Outstanding Quotes from the Episode

1. “We help people who hit a bump in the road, and Christmas is when that help matters most” – Mark Lewis
2. “It’s all about making sure people feel the spirit of Christmas in every way, not just spending, but sharing” – Lizzie Grundy
3. “Hospitality people are, by nature, generous. They’re happy to work while others rest, and they still find ways to give back” – Mark Lewis
4. “If you have the right culture, one that truly looks after your team, you’ll handle the Christmas rush just fine” – Mark Lewis
5. “Positivity is contagious, giving your time lifts others and yourself” – Lizzie Grundy
6. “Every pound counts. With £50 or £100, we can change a life” – Mark Lewis

Join the Conversation

Twitter/X: @IoH_Online

Instagram: @ioh_online

LinkedIn: Institute of Hospitality

IOH Website: The Institute of Hospitality is the global professional body for hospitality

Christmas is a time for joy, connection, and kindness, but also a reminder that not everyone has the same support network. This episode celebrates the generosity, collaboration, and community spirit that make hospitality so special.

Tune in for a festive dose of heart and hope.

Host: Phil Street FIH

Guests:

• Edd Gallier FIH – Head of Learning & Development, Leonardo Hotels
• Damien Martin MIH – General Manager, The Parkgate Hotel, Cardiff
• Mark Grant MIH – Chair, IOH Diversity, Equity, Inclusion & Belonging (DEIB) Council

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

Supporting Trans People into the Workplace: Building Cultures of Belonging

In this episode, Phil Street leads an open and constructive conversation about how hospitality businesses can better support trans people in the workplace — and, more broadly, how we can create cultures where everyone feels safe, valued, and able to be themselves.

Joined by Edd Gallier, Damien Martin, and Mark Grant, this discussion explores what inclusion really means in day-to-day operations: from policy and language to allyship, leadership, and learning through honest mistakes.

In this episode, we discuss:

• What “supporting trans people into the workplace” truly means in practice
• Why culture and belonging are more powerful than compliance
• How language signal respect and inclusion
• Creating psychologically safe spaces for dialogue and education
• Balancing belief systems, dignity, and organisational values
• The importance of allyship and calling out poor behaviour from guests as well as colleagues
• Measuring inclusion beyond numbers: belonging, engagement, and lived experience
• The role of leadership, communication, and technology in building inclusive workplaces

Why Our Guests Said, “I’m In!”

Edd Gallier: For Edd, joining the IOH is about professional recognition and raising standards of learning and development across hospitality, ensuring everyone receives the growth and respect they deserve

Damien Martin: Damien sees the IOH as a vital resource for development and recognition, helping his team learn, grow, and bring their best selves to work every day

Mark Grant: As Chair of the IOH DEIB Council, Mark champions hospitality’s welcoming nature and its potential to reflect society’s best values: opportunity, inclusion, and community

Outstanding Quotes from the Episode

• “Creating a culture where everyone can feel they belong — that’s the real measure of success” – Edd Gallier
• “Hospitality is about welcoming everyone. Inclusivity isn’t optional” – Damien Martin
• “If someone has a problem with you, it doesn’t have to become a problem for you” – Mark Grant
• “Language signals respect, even small changes can make a big impact” – Damien Martin
• “Don’t wait for someone else to act. Speak up. Be an ally” – Mark Grant
• “Everyone deserves a workplace where they can just be themselves” – Phil Street

Creating truly inclusive workplaces starts with conversation, courage, and consistency. Tune in for a thoughtful discussion that gets to the heart of what belonging really means in hospitality

Join the Conversation

Twitter/X: @IoH_Online

Instagram: @ioh_online

LinkedIn: Institute of Hospitality

Website: https://www.instituteofhospitality.org/

For any feedback on the show, to put forward a topic or to put yourself forward as a guest, please reach out to phil.street@instituteofhospitality.org

https://www.leonardohotels.co.uk/

Host: Phil Street FIH

Guests:

• Francisco Macedo - Chairing the IOH Funded Membership
• Carmen Vlasceanu - Author of Dare to Care, cruise hospitality consultant; beneficiary of funded membership
• Jenny Cheung – Front of house professional; beneficiary of funded membership during COVID
• Joanne Smith - Institute of Hospitality; co-creator of Hearts in Hospitality award
• Marvellous Dada - President, TMD Mentorship (Nigeria); Hearts in Hospitality recipient
• Pete Wayre - Hospitality leader & trainer; Hearts in Hospitality recipient
• Marco De Simone – Restaurants Professional; Hearts in Hospitality recipient

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

I’m In - 50th Episode Special: Community, Care & Quiet Heroes

For our 50th, we spotlight two IOH initiatives that change real lives: the Funded Membership (confidential membership support when times are tough) and Hearts in Hospitality (recognising unsung heroes who go above and beyond).

You’ll hear frank advice on applying for funded membership, first hand stories of how it helps people bounce back, and joyful reminders of everyday heroism across hospitality.

In this episode, we discuss

• The Funded Membership - how it works & why it matters: a confidential lifeline that helps members stay connected to opportunities, learning, and community when finances are tight.
• What makes a strong application?
• The lived impact of funded membership: confidence, connection, access to learning, and headspace to rebuild.
• Hearts in Hospitality: why the IOH created it, how nominations are judged, and the power of celebrating frontline excellence.
• Real stories from awardees: going further than expected, serving with heart, and lifting the next generation.

Specific Guest input

• Francisco Macedo on the Funded Membership’s purpose and some tips for a successful application
• Carmen Vlasceanu on what funding unlocked: from MBA/PhD studies to launching a charity (Angels Wings), and a training platform - membership access made momentum possible.
• Jenny Cheung on the COVID years: funded membership brought learning, confidential support, and a sense of community when work vanished - now she’s a paying member and paying it forward.
• Joanne Smith on Hearts in Hospitality: built by a cross team taskforce to celebrate people who “do the job well and more,” with surprise workplace presentations and panel review.
• Marvellous Dada on youth and purpose: building Nigeria’s largest hospitality student network and choosing service over comfort to raise a new generation for the industry.
• Pete Wayre on exceeding expectations: the small, human acts (like personally guiding a lost guest across Manchester) and a career long mantra - presentation and care matter.
• Marco De Simone on the sheer surprise of receiving the award, what it means and why awards like this are important

Outstanding Quotes from the Episode

• “The Funded Membership can give people a lifeline” - Francisco Macedo, on the Funded Membership
• “People need to write from their hearts… attach your CV… and tell us how you’ll use the year” - Francisco Macedo, on successful applications
• “Dare to care and dare to transform your life” - Carmen Vlasceanu
• “The funded membership is free of charge for the first 12 months… it built up my confidence to connect with other people” - Jenny Cheung.
• “It’s not just doing your job well, it’s doing your job well and more” - Joanne Smith, on Hearts in Hospitality.
• “Our industry is built on sacrifice” - Marvellous Dada.
• “Presentation is everything… you’re judged within the first three seconds” - Pete Wayre
• “Smile at life and life has a habit at smiling back” – Marco De Simone

How to Get Involved

• Need help? If you’re facing hardship, apply early for a funded membership - be honest, include detail, and explain how you’ll use the membership year.
• It’s 100% confidential - IoH Funded Membership - application and criteria - Institute of Hospitality
• Know an unsung hero? Nominate them for Hearts in Hospitality via the IOH website; detailed nominations help the panel recognise true impact - Hearts in Hospitality - Institute of Hospitality

Join the Conversation

Twitter/X: @IoH_Online

Instagram: @ioh_online

LinkedIn: Institute of Hospitality

Website: https://www.instituteofhospitality.org/

For any feedback on the show, to put forward a topic or to put yourself forward as a guest, please reach out to phil.street@instituteofhospitality.org

Host: Phil Street FIH

Guests:

• Kan Koo MBE FIH – Executive Director, Cosmo Restaurant Group
• Louise Brown MIH – Commercial Executive, Institute of Hospitality
• Harsh Sodhani AIH – Business Development Manager, Hilton London Bankside

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

B2B Sales in Hospitality: Relationships, Trust, and the Role of AI

Selling business-to-business is part art, part science.

But in hospitality, it’s always about relationships. In this episode, Phil is joined by Kan Khoo, Louise Brown, and Harsh Sodhani to explore the realities of B2B sales: from building trust and tailoring language to knowing when (if ever) a hard sell is appropriate.

This conversation unpacks the balance between data and dinners, the pitfalls of bad pitches, and why the human touch still matters in an increasingly tech-driven world.

In this episode, we discuss:

• Why relationship building is the cornerstone of B2B sales
• When (and how) to use data to back up trust
• The dangers of the “hard sell” and when it might be justified
• How language needs to adapt for different stakeholders
• Mistakes too many salespeople make in hospitality
• What separates true partners from one-time vendors
• The role professional bodies play in raising sales standards
• Whether AI can ever replace the human element in B2B selling

Why Our Guests Said, “I’m In!”

Kan Khoo: A Member for nearly four decades, Kan has always been passionate about mentoring and supporting the next generation, while proudly championing diversity and inclusion through his restaurants.

Louise Brown: With hospitality in her blood, Louise has been part of the IOH on and off since 1989. She thrives on connecting people and ensuring members and partners get real value from their relationships.

Harsh Sodhani: Having built his UK career from scratch, Harsh values the IOH for mentorship, connections, and the Youth Council’s platform for new voices in the industry.

Outstanding Quotes from the Episode

• “To build long-term successful enterprise, when you don’t close a sale, open a relationship” – Patricia Fripp (quoted by Phil)
• “Data builds credibility, but dinner builds trust” – Harsh Sodhani
• “AI and IT don’t have feelings, the human touch in B2B is still irreplaceable” – Kan Khoo
• “If you’re not actively listening, you’re not selling, you’re just shouting” – Louise Brown
• “Be the most inquisitive person in the room, not the most knowledgeable. That’s how you build trust” – Phil Street

Join the Conversation

Twitter/X: @IoH_Online

Instagram: @ioh_online

LinkedIn: Institute of Hospitality

From bad pitches to brilliant partnerships, this episode is packed with real-world insights for anyone in sales or hospitality leadership.

Tune in now!

Have feedback or want to feature on a future episode? Contact Phil at phil.street@instituteofhospitality.org

Host: Phil Street FIH

Guests: Professor Peter Jones FIH, Professor Roya Rahimi MIH & Bradley Dorrington AIH

Artwork & Branding: Sonja Cresswell MIH

Music: Leon Williams FIH

AI is everywhere, but what does it really mean for small business owners in hospitality? In this episode, Phil is joined by Professor Peter Jones, Professor Roya Rahimi, and Bradley Dorrington to unpack the role of AI in making small businesses more efficient, agile, and competitive.

From practical “quick wins” to the bigger ethical questions, this conversation explores how AI is already transforming the industry and how small businesses can adopt it without fear or overwhelm.

Whether you’re excited, cautious, or somewhere in between, this discussion will give you clarity on where to start and what to watch out for.

In this episode, we discuss:

• How AI can free up time by automating repetitive tasks
• The real opportunities for small businesses in data analysis and decision making
• Why adopting AI doesn’t mean replacing staff
• Practical starting points for small operators curious about AI
• How marketing and customer engagement are being reshaped by AI
• The misconceptions (and fears) that hold small businesses back
• Why AI should be seen as a supportive tool, not a threat

Why Our Guests Said, “I’m In!”

Peter Jones: A Fellow for over 30 years, Peter values the IOH as a supportive, evolving professional body that grows alongside the industry.

Roya Rahimi: Passionate about bridging academia and industry, Roya sees the IOH as a vital community that reflects her lifelong commitment to service and hospitality.

Bradley Dorrington: As a small business owner and now Chair of the Youth Council, Bradley values the IOH for its network, support, and commitment to showcasing hospitality as a vibrant career path.

Outstanding Quotes from the Episode

• “AI is your starting point, not the end answer. You’ve still got to ask the right questions” – Peter Jones
• “AI makes me feel like a superhuman — it frees me from repetitive tasks so I can focus on what really matters” – Roya Rahimi
• “Sometimes it’s just about giving it a go. Even a simple chatbot or fact-checking tool can make a big difference” – Bradley Dorrington
• “The power is in the prompt” – Phil Street

Join the Conversation

Twitter/X: @IoH_Online

Instagram: @ioh_online

LinkedIn: Institute of Hospitality

AI in hospitality isn’t science fiction, it’s already here. The question is: how will you use it? Tune in now to find out!

Have feedback or want to feature on a future episode? Contact Phil at phil.street@instituteofhospitality.org

Host: Phil Street FIH

Guests:

· James B Clarke FIH – General Manager, Park Plaza Westminster Bridge & Chair, Master Innholders

· Lisa Bright MIH – Professional Development Administrator, Institute of Hospitality

· Rishabh Vaish AIH – Business Development E-Commerce, Blue Orchid Hotels & Youth Council, IOH

Artwork and Branding: Sonia Cresswell (MIH) Music by: Leon Williams (FIH)

Mentorship in Hospitality: At what point does it stop being effective?

In this episode, Phil is joined by James B Clarke, Lisa Bright, and Rishabh Vaish to dig deep into the subject of mentorship. From first hand stories to hard truths about when it goes wrong, this conversation unpacks the real value of mentoring relationships and when they risk becoming meaningless.

If you’ve ever considered being a mentor, becoming a mentee, or just want to better understand how to create growth focused relationships in hospitality, this episode is a must-listen.

In this episode, we discuss:

• Why mentorship matters more than ever
• What makes a mentoring relationship truly work
• Setting the right ground rules
• The dangers of ineffective or one sided mentorship
• How to spot when it’s time to part ways
• The role of reverse mentoring
• How to ensure guidance doesn’t become outdated advice
• Why mentoring isn’t about creating clones

Why Our Guests Said, “I’m In!”

James B Clarke: A long-time Fellow and passionate advocate for collaboration and mentoring, James believes the IOH and Master Innholders are critical to nurturing future leaders. His goal? To be part of shaping a strong, resilient, and people focused profession.

Lisa Bright: Lisa loves being part of the wider hospitality family and especially values her work with Mentor Me, the IOH’s mentoring scheme. She sees it as an opportunity to support others and grow personally while connecting across the industry.

Rishabh Vaish: Having joined the IOH as a student, Rish was inspired by the welcoming environment and real world value of networking and mentorship. Now on the Youth Council, he’s helping others find their feet and their voice in hospitality.

Outstanding Quotes from the Episode:

“The delicate balance of mentoring someone is not creating them in your own image, but giving them the opportunity to create themselves” – Steven Spielberg (quoted by Phil)

“Mentorship is a win-win – as a mentor, you learn just as much as you give” – James B Clarke

“Mentoring is a gift. What you do with it is your choice” – Lisa Bright

“Mentorship is not about making clones. It’s about merging the best of yourself with someone else’s potential” – Rishabh Vaish

“Ineffective mentoring is worse than no mentoring at all” – Lisa Bright

“Reverse mentoring reignites your perspective. It’s not one sided – it’s two way growth” – Phil Street

Join the Conversation:

Twitter/X: @IoH_Online

Instagram: @ioh_online

LinkedIn: Institute of Hospitality

Website: https://www.instituteofhospitality.org/

Mentoring is more than a buzzword – it’s a commitment to growth, authenticity, and meaningful connection. This episode breaks it all down, so tune in now!

Have feedback or want to feature on a future episode? Contact Phil at phil.street@instituteofhospitality.org

Host: Phil Street FIH

Guests: Jo Smith FIH (Institute of Hospitality), Vandana Dass MIH (Managing Director, Davenport Solicitors & IOH Trustee), Lizzie Grundy AIH (Weddings & Private Dining Manager, Pennyhill Park)

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

How to Manage an Employment Tribunal

In this episode of the Institute of Hospitality Podcast, Phil navigates the intricate and often misunderstood world of employment tribunals. Joined by Jo Smith FIH, Vandana Dass MIH, and Lizzie Grundy AIH, the discussion explores what tribunals really are, the misconceptions surrounding them, and how to prevent issues before they escalate. Whether you’re new to the workplace or a seasoned leader, this episode offers practical advice and real-world insight on managing workplace conflict with fairness and professionalism.

In this episode, we discuss:

⦁ What Is a Tribunal Anyway?

⦁ A clear explanation from legal expert Vandana Dass on how and why tribunals happen.

⦁ The Human Side of Conflict - How tensions in the workplace affect individuals and teams, with insight from Lizzie and Jo.

⦁ Misconceptions Around Tribunals - From both employer and employee perspectives — including some myths

⦁ Documentation Matters: Why consistent record keeping is key, and what employers often get wrong.

⦁ Culture, Communication, and Leadership: How proactive leadership and early conversations can help prevent escalation.

Why Our Guests Said “I’m In!”

Jo Smith: As a long-time team member at the IOH, Jo celebrates the supportive and forward-thinking community that makes the IOH special. She loves being part of a network where people matter above all else.

Vandana Dass: A passionate advocate for hospitality, Vandana joined the IOH because of its commitment to supporting professionals and creating a powerful, empathetic community of practice.

Lizzie Grundy: A member since her student days, Lizzie credits the IOH with offering the network, mentorship, and opportunity that helped her progress quickly in her career. It’s all about the people.

Key Moments and Quotes from the Episode:

“Employment tribunals are legal forums set up to resolve disputes between employers and employees — often a last resort when informal resolution fails.” – Vandana Dass

“Trust and confidence are central to any employment relationship. Once that’s gone, it’s very hard to get it back.” – Vandana Dass

"We should just gossip less, people" - Phil Street

"You have to balance protecting the company with genuinely caring about the people. That’s where true leadership lies."

“As leaders, we must be alert to shifts in behaviour. An employee acting differently can be a huge red flag.” – Vandana Dass

“Conflict is inevitable. What matters is how we deal with it, not whether we can avoid it.” – Lizzie Grundy

“Documentation is your best friend. If it’s not written down, it’s one person’s word against another.” – Vandana Dass

“A healthy workplace is one where people thrive and feel psychologically safe.” – Vandana Dass & Lizzie Grundy

Join the Conversation:

Twitter/X: @IoH_Online

Instagram: @ioh_online

LinkedIn: Institute of Hospitality

Website: https://www.instituteofhospitality.org

Tune in now for a compelling and accessible look into how tribunals work, how to avoid them, and how to foster a fairer, more communicative workplace.

We’d love your feedback!

Want to share your thoughts or put yourself forward as a future guest?

Contact Phil Street at phil.street@instituteofhospitality.org

Host: Phil Street FIH

Guests:

Michael Voigt (Managing Director, The Goring)

Ciara Crossan (Founder & CEO, Wedding Dates)

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

Episode Title: I'm In - Crisis Management

In this episode of the Institute of Hospitality Podcast, Phil dives into the world of crisis management with two hospitality leaders who have faced challenges head on. Michael Voigt from The Goring and Ciara Crossan from Wedding Dates share their personal insights on surviving, thriving, and learning through crises in hospitality. From COVID-19 to personal challenges, this conversation highlights the power of empathy, leadership, and reinvention in uncertain times.

In this episode, we discuss:

• Prevention, Reaction, or Reinvention? The balance that leaders must strike in crisis management.
• The Importance of Empathy in Leadership How compassion and calmness can help you navigate even the toughest moments.
• Adapting to Crisis: The COVID Era How businesses and leaders reimagined operations to survive and thrive.
• The Role of Communication During a crisis, both internally with your team and externally with your guests.
• Resilience and Learning from Crisis What the pandemic taught us about running a sustainable and adaptable business.

Why Our Guests Said “I’m In!”

Michael: A long-time advocate of professional networking, Michael joined the IOH to further his commitment to supporting the hospitality industry, sharing experiences, and continuing to learn from his peers.

Ciara: After over a decade in the business, Ciara was drawn to the IOH for its commitment to excellence, professionalism, and a network that helped her grow both as a business owner and as a leader.

Key Moments and Quotes from the Episode:

“A crisis fundamentally affects or alters the way we do business. How we react is what we control” – Michael Voigt

“Prevention is the most powerful. But once something goes wrong, reaction is key, and empathy can go a long way in making it right” – Ciara Crossan

“In a crisis, communicate more, update more, and reassure more” – Ciara Crossan

“The best way to prepare future leaders for crises is to share experiences and mentor them. They need to understand that crises are inevitable and can be dealt with when you’ve got the right mindset” – Michael Voigt

“Sometimes the best solution to a crisis is to stay calm, take a deep breath, and then make a well-informed decision” – Ciara Crossan

Join the Conversation:

Twitter/X: @IoH_Online

Instagram: @ioh_online

LinkedIn: Institute of Hospitality

Website: https://www.instituteofhospitality.org

Tune in now for a thoughtful and actionable discussion on how to manage a crisis with resilience, empathy, and strong leadership.

We’d love your feedback! Want to share your thoughts or put yourself forward as a future guest? Contact Phil Street at phil.street@instituteofhospitality.org

https://www.leonardohotels.co.uk/

Host:

Phil Street FIH

Guests:

● Michael Kill FIH (CEO, Nighttime Industries Association)

● Emma McClarkin OBE FIH (CEO, British Beer and Pub Association)

● Robert Richardson FIH (CEO, Institute of Hospitality)

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

CEO Collaboration: Why Working Together is the Key to Hospitality’s Future

In an extraordinary episode, Phil brought together the CEOs of three major forces in the UK’s hospitality landscape: the Night time Industries Association, the British Beer and Pub Association, and the Institute of Hospitality. With Michael Kill FIH, Emma McClarkin OBE FIH, and Robert Richardson FIH at the table, this conversation dives deep into what true, meaningful collaboration looks like, and why it’s more important than ever.

With each guest representing different corners of a vibrant, interconnected ecosystem, this episode is brimming with practical insight, candid stories, and actionable ideas for anyone passionate about hospitality’s future.

In this episode, we discuss:

• What each trade association does and why their work is so intertwined
• How mutual respect and honesty fuel successful collaborations
• Case studies of policy wins, and challenges, in an ever-changing landscape
• The risks of working in silos and the power of presenting a united industry voice, especially to government
• How cross-sector collaboration amplifies member benefits, learning opportunities, and innovation
• Real-world examples of sharing data, resources, and best practices to drive change
• Why supporting people, at every career stage, is central to the industry’s growth
• Key lessons from the pandemic about solidarity, resilience, and the human side of hospitality
• The critical role of association teams, and why their work behind the scenes should never be underestimated

Outstanding Quotes from the Episode:

“If you think of this as an orchestra, we each play different instruments, but together we improve the whole.” – Robert Richardson

“The weakness of the industry comes in disparate voices... but a collective position is much harder to disregard.” – Michael Kill

“We are all part of ensuring that we have a really strong sector, a really strong nighttime economy, and it’s something we really have to fight for.” – Emma McClarkin

“There’s no one organisation that represents the entire sector. But collectively, we are an industry.” – Michael Kill

“You can’t have success and progress without collaboration.” – Phil Street

Join the Conversation

Website: https://www.instituteofhospitality.org/

Twitter/X: @IoH_Online

Instagram: @ioh_online

LinkedIn: Institute of Hospitality

Tune in now for a behind-the-scenes look at how real collaboration happens at the top, and what it means for every professional in hospitality.

We’d love your feedback! Want to share your thoughts or put yourself forward as a future guest? Contact Phil Street at phil.street@instituteofhospitality.org

Podcast Sponsored by: LeonardoHotels UK & Ireland

Host: Phil Street FIH

Guests:

• Sofia Muchova
• Jane Kalenichenko
• Ali Alkubaish
• Patricia Cobasnean
• Ciprian Voinea

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

Hands Across the Water: Opportunities and Challenges for International Students

In this special edition of the Institute of Hospitality's official podcast, host Phil Street is joined by a dynamic group of past and present students from the Hotel and Tourism Management Institute of Switzerland (HTMi). This episode dives deep into the experiences, opportunities, and challenges faced by international hospitality students today.

From cultural integration to leveraging technology, this conversation is full of insights and practical advice for students and industry professionals alike.

In This Episode, We Discuss:

• The appeal of hospitality education at HTMi and its unique offerings
• Real-world experiences and how internships play a crucial role in a student's career development.
• Navigating cultural differences and the power of adaptability in the hospitality industry.
• Current challenges in the industry, including the rise of AI and environmental concerns.
• The importance of soft skills, networking, and being open to global opportunities.

Why Our Guests Said, “I’m In!” and chose the HTMi to start their career in hospitality

Sofia: Passionate about hospitality's blend of luxury and personal interaction, Sofia chose HTMi for its strong reputation and real-world learning approach.

Ciprian: With a 14-year career in hospitality, Ciprian sees the value in HTMI's connections and hands-on learning, which set the foundation for his successful career so far.

Jane: Drawn by the international nature of hospitality and the stunning location of HTMi, Jane appreciates the dynamic and multicultural environment of the industry.

Ali: Aiming to align his career with Saudi Arabia's vision for hospitality, Ali values the extensive internship opportunities and practical experience offered by HTMi.

Patricia: From high school jobs to professional growth, Patricia sees HTMi as a place that shapes both personal and professional development.

Outstanding Quotes from the Episode:

• "The industry needs to think differently. Co-leadership and job-sharing could be the future of hospitality leadership." – Ali
• "Be empathetic. Embrace cultural diversity and develop strong networking skills." – Ciprian
• "Master the soft skills such as empathy, communication, because this is actually a universal language for the industry." – Jane

To learn more about the HTMi, visit their website at https://htmi.ch/

Join the Conversation:

Twitter/X: @IoH_Online

Instagram: @ioh_online

LinkedIn: Instituteof Hospitality

Tune in to explore the future of hospitality through the eyes of international students poised to lead the industry forward!

We’d love your feedback!

Want to share your thoughts or put yourself forward as a future guest? Contact Phil Street at phil.street@instituteofhospitality.org

https://www.leonardohotels.co.uk/

Host:

Phil Street FIH

Guests:

Liz Hartstone (Board of Trustees, IOH & Hospitality Recruitment Specialist)

Natalie Campbell (Co-CEO, Belu Water)

Sana Bhati (Senior Sales Executive, Vacherin)

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

Women in 2025: The Future of Leadership in Hospitality

March marks International Women’s Day, and what better time to shine a spotlight on incredible women in hospitality? This month, Phil sat down with Liz Hartstone, Natalie Campbell, and Sana Bhati to explore the evolving landscape of leadership and opportunity for women in the industry.

From breaking down barriers to rethinking leadership models, this episode is packed with inspiration, insight, and actionable takeaways for hospitality professionals at all levels.

In this episode, we discuss:

The biggest barriers women face in leadership – and how to overcome them

The confidence gap: why self-belief is key and how to build it

The power of networking, mentoring, and support systems

Flexible working and new leadership models – is job-sharing the future?

How businesses can create more opportunities for women in leadership

The role of men as allies in driving meaningful change

Why Our Guests Said, “I’m In!”

Liz Hartstone:

A long-time advocate of networking and mentorship, Liz believes the Institute of Hospitality plays a crucial role in helping women navigate career progression, find confidence, and build meaningful industry connections.

Natalie Campbell:

Inspired by the passion for service and hospitality, Natalie joined the IOH to connect with like-minded professionals and challenge traditional leadership norms. She believes in Shine Theory – when women lift each other up, everyone benefits.

Sana Bhati:

After discovering the IOH at a networking event, Sana saw the potential for growth, learning, and community. She credits the organization with helping her develop her confidence and professional network in the early stages of her career.

Outstanding Quotes from the Episode:

"You shine, I shine. This isn’t about women competing; it’s about lifting each other up." – Natalie Campbell

"Women are their own worst critics – we need to recognise our value and step forward with confidence." – Liz Hartstone

"The industry needs to think differently. Co-leadership and job-sharing could be the future of hospitality leadership." – Natalie Campbell

"If everyone in the room looks like you, someone is missing." – Natalie Campbell

"Employers must do more to support flexible working – when they do, everyone wins." – Liz Hartstone

Join the Conversation:

Twitter/X: @IoH_Online

Instagram: @ioh_online

LinkedIn: Institute of Hospitality

Tune in now for an eye-opening discussion on the future of women in hospitality leadership!

We’d love your feedback! Want to share your thoughts or put yourself forward as a future guest? Contact Phil Street at phil.street@instituteofhospitality.org

Host: Phil Street FIH

Guests: Eugenio Pirri FIH, Matthew Burbidge-Airs MIH, Lauren Sargent AIH

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

This month, Phil Street sat down with Eugenio Pirri, Lauren Sargent and Matthew Burbidge-Airs to take on a million-pound question: How do you build a world-class people team in hospitality?

Whether you’re an industry veteran or just getting started, this episode is a masterclass on creating exceptional people teams that not only align with business goals but also foster sustainable success, innovation, and adaptability in the ever-evolving hospitality sector.

In this episode, we discuss:

• Foundations for a World-Class People Team
• Structures That Work
• The Importance of Culture
• The role Technology can play
• Mistakes to Avoid
• What does the future of People Teams look like?

Why our Guests said, “I’m In!”:-

Eugenio Pirri:

Eugenio draws strength from his passion for people and culture, believing in the IOH’s role in elevating standards, inspiring young talent, and representing the hospitality industry on key platforms.

Lauren Sargent:

Lauren is proud of IOH’s events, networking tools, and, most meaningfully, its influence on those early in their hospitality careers. She also celebrates the proud moment of her company, Leonardo Hotels, winning the “Equity, Diversity and Inclusion Employer of the Year” award in 2024.

Matthew Burbidge-Airs:

Matthew, an advocate for the opportunities hospitality offers, especially its unique travel element, sees the IOH as a hub for sharing ideas and building strong professional networks.

Outstanding Quotes from the Episode:

• "It's not our job to tell people what to think. It's our job to give people the tools to think for themselves." – Robert Richardson, shared by Phil Street.
• "The guest doesn't really care about silos; they just want to be looked after."  –Matthew Burbidge Airs
• "It's about giving the people managers the tools to be great people managers." – Lauren Sargent
• "If you don't know what your culture is, how are you supposed to recruit on it, train on it, or develop loyalty based on it?" – Eugenio Pirri

When it comes to building world-class people teams, this episode is hospitality gold. Don't miss this enlightening conversation packed with actionable insights and heartfelt reflections.

Tune in now!

**Join the Conversation:**

- Twitter: @IoH_Online

- Instagram: @ioh_online

- LinkedIn: https://www.linkedin.com/company/institute-of-hospitality/

Remember to subscribe, rate, and review the podcast and together we can help shape the direction of conversation!

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

Host: Phil Street FIH

Guests: Peter Avis FIH – Business Development and Community Engagement Manager for the London Hilton Park Lane, Vice Chairman of the IOH

Amber Staynings - CEO and Founder of Bums On Seats, Co-Founder of Heidi, an emerging tech start-up

Miranda Quantrill - Hospitality Educator at Westminster Kingsway College

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

Welcome to this special live episode of the "I'm In" podcast, the official podcast of the Institute of Hospitality. Recorded in front of a live audience, In this engaging discussion, Phil is joined by distinguished guests Amber Staynings, Peter Avis, and Miranda Quantrill to explore the profound impact of psychology in the hospitality industry, especially concerning guest experience. Below are the key takeaways from this enlightening conversation:

Key Topics Discussed:

Exceptional Customer Service:

• Defining exceptional customer service versus average service.
• Elements that contribute to a memorable guest experience, including emotional connection and service quality.

Psychological Principles in Customer Service:

• Importance and impact of genuine interactions and emotional intelligence.
• Real-life examples demonstrating the application of psychology to recover customer relationships.

Training and Staff Development:

• The critical role of training in building social and practical skills among hospitality staff.
• Need for consistency and investment in employee development.

Internal and External Perceptions:

• The impact of employees' appearance and mindset on service delivery.
• How culture, pride, and personal care influence job performance.

Balancing Work and Well-being:

• Addressing workload, self-care, and achieving a healthy work-life balance.
• Motivational strategies to enhance employee engagement and retention.

Practical Applications of Psychology:

• The role of psychological profiling to understand and cater to diverse customer needs.
• Training strategies using scenarios and gamification to improve service standards.

Leadership and Team Dynamics:

• Guidance on fostering a supportive and positive workplace environment.
• Encouraging open communication and clear expectations.

Motivational Insights:

• Panellists share their personal motivations and highlights from their careers in hospitality.

Key Quotes:

• “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

Interactive Q&A:

• Audience questions addressed around the topics of guest psychology in podcasts, and personal career highlights of the panellists.

This episode provides valuable insights into the delicate balance of delivering exceptional hospitality through understanding and leveraging psychological principles. Whether you're an industry veteran or new to the field, the discussions within this episode are sure to resonate and

inspire.

**Join the Conversation:**

- Twitter: @IoH_Online

- Instagram: @ioh_online

- LinkedIn: https://www.linkedin.com/company/institute-of-hospitality/

Remember to subscribe, rate, and review the podcast and together we can help shape the direction of conversation!

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

This episode of “I’m In” brought together three more esteemed professionals from within the membership to explore the multifaceted concept of motivation in the hospitality industry. The conversation is engaging, introspective, and peppered with real-life anecdotes that shed light on what drives individuals in one of the most demanding yet rewarding industries.

Key Takeaways:

• Motivation Beyond Money
• Leadership and Relationships
• The Power of Teams
• Mindset V Circumstance
• Inspirational Leadership Stories
• Resilience in Hospitality

Memorable Quotes:

"People follow people." – Raj Chakraborty

"Motivation is a multi-dimensional problem." – Charlotte Bailey

"Leadership is about treating people the way you wish to be treated." – Miles Pooley

"Motivation is both a mindset and a circumstance—it requires long-term vision and short-term action." – Charlotte Bailey

As always, our guests gave their reasons for saying I’m in to the IOH and included:-

• Networking and events
• To be involved in a significant industry Body
• To get behind the direction of the organisation
• To connect with the industry

This discussion not only delves into the depths of motivation in hospitality but also serves as a blueprint for leaders in any industry striving to inspire their teams effectively.

Host: Phil Street FIH

Guests:

• Miles Pooley FIH: CEO, Royal Air Force Club
• Raj Chakraborty FIH: Regional General Manager, Macdonald Hotels
• Charlotte Bailey AIH: Le Manoir Aux Quat’Saisons, A Belmond Hotel

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

**Join the Conversation:**

- Twitter: @IoH_Online

- Instagram: @ioh_online

- LinkedIn: https://www.linkedin.com/company/institute-of-hospitality/

Remember to subscribe, rate, and review the podcast and together we can help shape the direction of conversation!

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

Guest: Robert Richardson FIH, CEO of the Institute of Hospitality

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH) In this special episode of the "I'm In" podcast, Phil sat down with Robert Richardson, the CEO of the Institute of Hospitality. They discuss Robert's journey, challenges, achievements, and the strategic direction of the IOH after nearly four years in the role. The conversation also touches on the evolution of the industry, the importance of visibility, and the future goals of the organisation.

Key Learnings from this episode:

• Roberts Journey and Tenure as IOH CEO
• Major Challenges faced so far
• Achievements so far
• Key Initiatives brought in
• Evolution and Learnings
• Future Outlook

This episode provides a deep dive into the Institute of Hospitality's current strategies and future goals under the leadership of CEO Robert Richardson. Don't miss out on the insightful discussion about navigating post-pandemic challenges and fostering industry growth.

**Join the Conversation:**

- Twitter: @IoH_Online

- Instagram: @ioh_online

- LinkedIn: https://www.linkedin.com/company/institute-of-hospitality/

Remember to subscribe, rate, and review the podcast and together we can help shape the direction of conversation!

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

This episode features a powerhouse trio of guests: Simon Casson FIH, CEO of Corinthia Hotels; Dr. Maria Goebbels MIH, an esteemed educator from the University of Greenwich; and Eloise Hanson AIH, the dynamic editor of Boutique Hotel News.

Overview:

2025 is just around the corner, and the hospitality industry is bracing for exhilarating advancements and challenges alike. In this episode, our esteemed panel discusses emergent trends, technological impacts, and evolving workforce expectations, providing listeners with insights to navigate the future landscape.

Key Discussions:

• Revolutionising Hospitality Through Technology
• AI in Education
• Industry Trends and Forecasts
• Workforce and Recruitment Dynamics
• The Role of Empathy and Leadership
• Navigating Economic and Political Changes

As always, our guests gave their reasons for saying I’m in to the IOH and included:-

• To be connected with the industry and its key players
• To ensure education is connected to industry
• Collaboration opportunities
• Shared Learning
• The opportunity to shape the future of Hospitality

Join us for this vibrant conversation as we anticipate the future of hospitality, technology, and education. Available now on all major podcast platforms!

Host:

Phil Street FIH

Guests:

Simon Casson FIH: CEO of Corinthia Hotels

Dr. Maria Goebbels MIH: Associate Professor – Hospitality Management, University of Greenwich

Eloise Hanson AIH: Editor, Boutique Hotel News

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

**Join the Conversation:**

- Twitter: @IoH_Online

- Instagram: @ioh_online

- LinkedIn: https://www.linkedin.com/company/institute-of-hospitality/

Remember to subscribe, rate, and review the podcast and together we can help shape the direction of conversation!

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

• Tej Walia (FIH)
• Christie Hayes (MIH)
• Alesandra Beqiraj (AIH)

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

Episode Description: 

In this enlightening episode, host Phil Street FIH is joined by Tej Walia FIH, Christie Hayes MIH, and Alesandra Beqiraj AIH to dive deep into how the hospitality industry can effectively manage cultural diversity and expectations during the festive season. The discussion spans various aspects of hospitality management, from practical staff training to the importance of cultural sensitivity, adaptability, and clear communication.

Whether you're a hospitality professional or simply interested in how diverse cultures celebrate Christmas, this episode offers valuable insights and rich anecdotes from industry experts.

Why They Said "I'm In":

Tej Walia: 

Tej believes in continuous learning and embracing diversity, essential elements for thriving in the hospitality industry, His "I'm in" moment stems from his passion for fostering an environment where staff and guests alike feel they belong and are respected and believes the IOH can support that.

Christie Hayes: 

For Christie, saying "I'm in" happened almost by accident having been “Forced” to apply for the Restaurant Manager of the Year competition (which she won). She is delighted to now be part of the IOH family utilising the vast resources available to become a better leader and employee

Alesandra Beqiraj: 

Alesandra's "I'm in" came from a desire to focus on continuous learning and also to be involved in conversations shaping the industry.  In addition, she has also undertaken the mentorship programme.

Conclusion: 

In summary, this episode of "I'm In" provides an in-depth look at how hospitality businesses can navigate and celebrate cultural diversity at Christmas time. The guests' shared wisdom and experiences offer practical advice and inspiration for making the festive season inclusive, respectful, and joyous for all.

Tune in to this episode to learn how you can make your hospitality business a beacon of cultural inclusivity this Christmas season!

**Join the Conversation:**

- Twitter: @IoH_Online

- Instagram: @ioh_online

- LinkedIn: https://www.linkedin.com/company/institute-of-hospitality/

Remember to subscribe, rate, and review the podcast and together we can help shape the direction of conversation!

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

Guests:

• James McComas (FIH)
• Isabel Hargreaves (MIH)
• Harsh Sodhani (AIH)

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

Episode Summary:

In this deeply insightful episode of "I'm In", Phil and his expert guests — James McComas, Isabel Hargreaves, and Harsh Sodhani — explore the critical yet often overlooked topic of self-care. This episode dives into understanding and implementing self-care strategies amidst the busy and often demanding lives of hospitality professionals. Whether you're a seasoned veteran or new to the industry, this discussion offers practical advice to help maintain balance and productivity.

Main Topic: Self-Care Essentials for the Hospitality Industry

Our panel covered the following key points: -

• Self-accountability
• Self-awareness
• Destruction of the term “Work/Life Balance”
• Finding your joy
• Identifying your own patterns
• Saying No
• Responding to your own energy
• The business’ perspective
• Recommendations for implementing a self-care regime

Why They Said "I'm In":

• James McComas: Continues to support professional growth through the Institute of Hospitality (IoH), valuing opportunities for Continuing Professional Development (CPD) and networking. As someone who recognises the importance of connecting with industry colleagues and learning across sectors, James' "I'm in" is a testament to his commitment to both personal and professional development.
• Isabel Hargreaves: Committed to giving back to the hospitality industry through her work with IOH, Isabel is passionate about leveraging her extensive experience to support the next generation of professionals. Her "I'm in" underscores her desire to contribute to a charitable cause and ensure the continued growth and well-being of newcomers in the industry.
• Harsh Sodhani: As a frequent LinkedIn top voice and an advocate for mentorship and networking, Harsh's "I'm in" highlights the significance of professional learning and growth. Moving to the UK to expand his career, he places great value on the IoH network, which has provided him with invaluable mentorship and connections in a new country.

Thank you for tuning into "I'm In." Don't forget to subscribe, rate, and leave a review on your favourite podcast platform. Your feedback helps us continue to bring insightful and inspiring content to our listeners.

**Join the Conversation:**

- Twitter: @IoH_Online

- Instagram: @ioh_online

- LinkedIn: https://www.linkedin.com/company/institute-of-hospitality/

To learn more about the Institute of Hospitality visit https://www.instituteofhospitality.org/

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

Key Discussion Points:

• What even is an invisible reputation?
• Can we control what goes into your invisible reputation?
• How do you build an invisible reputation?
• Some real-world examples of people with excellent invisible reputations
• Job roles/positions and invisible reputation
• Business and Invisible reputation
• Public v invisible reputation
• The risks of being too reliant on invisible reputation
• Invisible reputation in the digital age

In addition, our guests gave their reasons why they feel it's important to be part of the IOH: -

• Giving back to the industry
• Being supportive, generally
• Networking
• Meeting other serious professionals
• The educational resource
• To follow the international development of the Institute
• To be in a network of professionals
• To be in a community that takes professionalism seriously

The Guests

**Host:**

Phil Street FIH

**Guests:**

- Chris Eigelaar FIH, Resort Director – The Belfry Hotel & Spa

- Raoul De Souza FIH, General Manager – Hilton Bankside

- Marvellous Dada AIH, President TMD Brand

Join us for a rich discussion filled with wisdom, experience, and actionable insights that can help you foster a resilient and impactful presence in the hospitality industry.

**Join the Conversation:**

- Twitter: @IoH_Online

- Instagram: @ioh_online

- LinkedIn: https://www.linkedin.com/company/institute-of-hospitality/

Remember to subscribe, rate, and review the podcast and together we can help shape the direction of conversation!

To learn more about the Institute of Hospitality visit https://www.instituteofhospitality.org/

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

**Key Discussion Points:**

• The most significant impacts of absenteeism
• How these can be mitigated
• How to get on top of absenteeism
• Pre-Openings
• Well-Being
• The role of leadership
• Self Leadership
• Onboarding
• Adaptability
• Data Recording and Tech
• The Non negotiable fundamentals

In addition, our guests gave their reasons why they feel it's important to be part of the IOH: -

• Wanted to be part of a world leading body
• Networking
• Mentorship
• Knowledge exchange
• To be involved in career days
• Learning best practise
• To get involved in the Youth Council

Join Phil and his expert guests as they navigate the complexities of absence management in hospitality, offering practical insights, strategies, and the latest technological innovations to enhance team dynamics and business success.

The Guests

**Host:** Phil Street FIH

**Guests:**

- Daniel Barnes FIH, Founder and Managing Director of Flourish Hospitality

- Basel Jabri MIH, Head of Human Resources at the Canopy by Hilton, London City

- Marlyn Brunke AIH, House Manager at Lanesborough Hotel

---

Don’t miss this episode packed with expertise and actionable advice for managing and improving absence policies in your hospitality business!

**Join the Conversation:**

- Twitter: @IoH_Online

- Instagram: @ioh_online

- LinkedIn: https://www.linkedin.com/company/institute-of-hospitality/

Remember to subscribe, rate, and review the podcast and together we can help shape the direction of conversation!

Our host, Phil, is joined by Steffi Thomas from Planday and Ruth Thomas from Personio, bringing their expertise in employee scheduling and HR solutions.

We explore a lot in this discussion including: -

• Planday’s “Shift towards retention” whitepaper findings
• Opportunities and challenges
• TV Representations of Hospitality
• Employer Branding
• What we can learn from other sectors
• The Recruitment process
• Regional Comparisons
• The importance of Data in decision making

Whether you're a hospitality veteran or new to the industry, this episode is packed with insights to help you navigate the evolving landscape of hospitality employment. Tune in as we uncover how to attract and retain the best talent, create a positive working environment, and shape the future of hospitality.

Enjoy!

To learn more about the Institute of Hospitality visit https://www.instituteofhospitality.org/

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

The initiative aims to integrate ex-offenders and current offenders into the hospitality industry. Robert joined Phil for this roundtable discussion featuring insights from esteemed guests, including Simon Mahon, General Manager of the Grand Hotel York (who also kindly hosted the discussion), Paul Hunter (at the time, General Manager of No 1. York and now at the Swinton Estate), Jasmine Bhatt (Employment and Opportunities broker for York City Council), Lisa Kaye (Prison employment lead at HMP Askham Grange) and Adam Wardale (General Manager at Middletons Hotel York).

Through this discussion we cover a lot including:-

• How this initiative came about
• What is ROTL (Release on temporary license)?
• Initial push back and stigmas
• Getting everyone on board
• The Big Pro’s and reasons why
• Things to expect
• The support available
• The first steps to take to get involved
• Some success stories

Please do join us as we uncover the powerful potential of giving individuals a fresh start and the significant benefits it brings to both the hospitality industry and society at large.

Enjoy!

To learn more about the Institute of Hospitality visit https://www.instituteofhospitality.org/

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

To help Phil with this one we enlisted the help of legendary Hotelier Sue Williams FIH who herself has entered into a semi-retired phase, Steve Lowy MIH and brand-new member Alesandra Beqiraj AIH.

It’s a tricky subject to cover as a lot of people don’t contemplate it until later in their career but we wanted to get people thinking about some of things to consider around the subject.  Our panel did not disappoint, and we covered: -

• What the concept of retirement means to our panel
• Getting the fundamentals right
• Is retirement now a myth?
• Retirement v Taking a work break
• The impact of the changing world
• The steps to consider when contemplating retirement
• The importance of staying relevant
• The stories we tell ourselves
• Technology and retirement
• Financial Planning
• Is retirement a personal choice?

As always, our guests also offered up their reasons for saying I’m in to the IOH and they were:-

• To get behind an industry body that’s doing great work
• To connect with the rest of the sector, beyond their own space
• Networking and to make connections
• For professional development

A huge thank you to all our guests on the podcast for giving you all something to contemplate.

Enjoy!

To learn more about the Institute of Hospitality visit https://www.instituteofhospitality.org/

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

At the event, Phil caught up with H&C News Founder Denis Sheehan FIH, Dr Roya Rahimi from the University of Wolverhampton (And someone who is making AI a subject specialism) and Katariina Reissaar MIH from the RAF club in London.

Our panel really opened up a lot of food for thought around the subject of AI and covered:-

• The emergency vs opportunity of AI
• The Geopolitical impact
• The rate of advancement
• How AI is being embraced
• Prompt Engineering
• Balancing personal touch with technological innovation
• The evolution of jobs
• Why Universities and colleges will still play a big role in future education in a fast-changing landscape
• The pressing need to engage with AI
• The rate of change and why you need to take it seriously
• How to get started

As ever, our guests also took the time to explain their reasons for saying I’m in to the IOH and they included:-

• To get behind the industry in its pursuit for professionalism
• The networking and introductions
• Mentoring
• Self Development
• Knowledge Sharing

There’s a phenomenal amount of learning to be taken away from this discussion and if you are someone who knows that AI is out there but doesn’t know where to get started, or even if you should get started, then we urge you to listen to this chat around possibly the most important subject of our time.

Enjoy!

To learn more about the Institute of Hospitality visit https://www.instituteofhospitality.org/

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

For this one, Phil hosted Sally Beck FIH, General Manager at the Royal Lancaster London along with her guest Leo Marques, a mental health ambassador within Sally’s team as well as Jakob Gowin MIH, General Manager at the Melia Whitehouse in London, and Jonathan Walton AIH, Regional Head of People & Culture at Dakota Hotels.

There’s some really great insight in where to get started on this important topic within your business, including: -

• What mental health in the workplace means to our panel
• Why it should be taken seriously
• The importance of Ambassadors
• Some basic principles
• Where to go when you don’t have the answers internally
• The impact of an open environment
• Supporting leadership
• The role of communication
• Mentorship
• Creating a culture of happiness
• Some budget Friendly places to start

Again some great reasons were given as to why our guests said I’m in to the IOH and they were:-

• Learning opportunities
• Networking
• The vast learning resources
• Principle Alignment
• Knowledge sharing
• To be inspired by the leadership in the industry

A huge thank you to all our guests on the podcast for bringing some wonderful ideas to the table.

Enjoy!

To learn more about the Institute of Hospitality visit https://www.instituteofhospitality.org/

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

He was once again joined by three brilliant humans from the IOH membership including Martin Traynor OBE FIH.  Martin had served in government for many years before his recent retirement and was therefore able to offer us some valuable insight into the inner workings, ably assisted by Kris Hall MIH and Mae Umayam AIH.

Our panel cover so much and there were some fantastic points raised including:-

• The known barriers to making positive change
• The strengths that Hospitality could bring to Government
• Siloed Departments v Cross Departments
• Customer Journey/Citizen Journey
• Connection with citizens
• The can-do attitude
• The Recruitment process
• Evolution
• A government menu
• Dealing with Competition
• Leadership and popularity
• Stability
• Dealing with change

Again some great reasons were given as to why our guests said I’m in to the IOH and they were:-

• To give something back
• To add value to the institute’s objectives
• Networking opportunities
• To experience the warm welcome received at every meeting and event
• The events
• To get access to influential leaders and to learn and be inspired by them
• To remain in the loop on the industry

It’s worth noting that if you are tuning in to listen to us bash government, then I’m afraid you’ll be disappointed as this was more about how we can take the strengths that hospitality has and apply them to government.

Enjoy!

To learn more about the Institute of Hospitality visit https://www.instituteofhospitality.org/

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

As our guests had been on before, we just got stuck straight into this and our panel covered:-

• The challenges still faced by women in the workforce
• Maternity leave
• A look into a study done on perceptions
• Some alarming workplace comparisons with men
• Transparency
• Real world examples
• Economic Impacts
• Reasons why women leave jobs
• The importance of role models
• The Menopause
• Flexibility & Disruption
• #Metoo

As per the last conversation, Lizzie and Tracey were truly brilliant and massive thank you goes out to them for once again giving up their time for the chat.

Enjoy!

To learn more about the Institute of Hospitality visit https://www.instituteofhospitality.org/

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

To help Phil look into this, we welcomed Harsh Sodhani AIH, a Sales Manager at the Hampton by Hilton London City, F&B Specialist Alper Zan MIH and the IOHs very own Finance Director, Leon William FOH.

Coupled with Phil’s own experience as a small business owner, it was fascinating to get the different opinions and focus on this role using Finance, Sales, Operational and Entrepreneurial hats.

In this chat, they cover:-

• What is the role of a Financial Controller and what does it cover?
• The attributes required to be a successful Financial Controller
• Advice for Aspiring Financial Controllers
• Nailing the basics
• The impact of tech and automation on the role
• Balancing Financial Rigour with the guest experience
• Ultimately, just how important is the Financial Controller?

Again some great reasons were given as to why our guests said I’m in to the IOH and they were:-

• Because the IOH provides professional recognition
• To make a difference to the industry
• To give back to the industry
• Getting established in a new territory
• Connecting to people
• The mentorship programs

As per last month, we re-iterate our point on if you are struggling with business or career at the moment, please don’t suffer in silence.  There’s an incredible network of knowledge available within the IOH and please don’t hesitate to reach out if you need help of any kind.

Enjoy!

To learn more about the Institute of Hospitality visit https://www.instituteofhospitality.org/

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

We’re always up for a special bonus conversation and so  we thought it would make sense to have a chat to coincide with International women’s day 2024.  Phil enlisted the help of Lizzie Grundy AIH, Kat Price MIH and Tracey Fairclough FIH to chat through some of the challenges and opportunities that exist in the work place for women in 2024.

As always, they kicked off by giving their reasons for saying I’m in to the IOH including: -

• The coming together of multiple sectors
• The educational tools
• To give back
• Community
• To make a positive change
• To be part of a collective

And then to the main chat itself which was epic from the outset. Our panel covered :-

• A brief history of women and paid work
• External circumstances
• Changing work patterns and flexibility
• Women in the kitchen
• The importance of Female Leadership
• Game changing times
• Generational viewpoints
• Mentorship
• Optimism
• The role of men in progression
• Respecting Individuality
• Policy

A huge thank you to our guests who absolutely bought the thunder to the conversation.

Enjoy!

To learn more about the Institute of Hospitality visit https://www.instituteofhospitality.org/

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

As always, Phil enlisted the help of three more brilliant humans from the IOH membership which this month included Jacob Gallant AIH, a sales manager at the Hilton Harrisburg in Pennsylvania, Mark Grant MIH, Sales Director at EP&T and Peter Russell FIH, COO & CTO at Russell Partnership Technology.

There were some fantastic points raised including:-

• Some of the headline issues faced today
• The changing rules
• Having a Change focused mindset
• The need for Transparency
• Planning
• Internal and External Relationships
• A job for life
• Training and Development
• The part that Sustainability plays
• Some of the basics to get right

Again some great reasons were given as to why our guests said I’m in to the IOH and they were:-

• Worked with the IOH on events and wanted to get more involved
• Watching people come together
• The Diversity of people & Roles
• To connect with likeminded professionals
• To share resource and knowledge

It’s worth baring in mind that we all know it can be tough out there at the moment but please don’t suffer in silence.  There’s an incredible network of knowledge available within the IOH and please don’t hesitate to reach out if you need help of any kind.

Enjoy!

To learn more about the Institute of Hospitality visit https://www.instituteofhospitality.org/

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

In October 2023 at the Hotel & resort Tech Expo at London’s Excel, The IOH played a central role in leading some key discussions within the world of hospitality Tech.  So much so, we thought it would be great to conduct 2 live podcast recordings on the subject of how today’s trends impact the industry of tomorrow.

In today’s episode, we air the 2nd of the two panel discussions we hosted.

For this one Phil welcomed Harsh Sodhani – Sales Manager at Hampton By Hilton London City, Katariina Reissaar – Front Office Manager at the Royal Airforce Club, Marco De Simone – now the Deputy restaurant Director at Corinthia London and Pablo Pereira-Doel – Lecturer at the University of Surrey.

Once again our panel really brought some great content including:-

• Tech and Guest experience
• How to get some balance between tech and people
• What jobs will Technology take?
• Technology from a sales perspective
• The risks of technology
• Tech and learning
• Virtual Reality
• How education keeps up with evolving tech trends
• Tech v Human interaction
• Individual Approach
• Industry Collaboration
• Questions from the audience

A huge thank you to our panel for tackling this vast topic head on.

Enjoy!

To learn more about the Institute of Hospitality visit https://www.instituteofhospitality.org/

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

In a wonderfully upbeat conversation, our panel get through:-

• Why they wanted to become fellows in the first place
• What becoming a Fellow means
• The impact of social media on Fellowship
• The feeling of becoming a Fellow
• Fellowship and credibility
• What it felt like to win the Fellows award

The kinship amongst fellows is alive and well, represented wonderfully by our panel here.  A huge thank you must go to all involved and especially to Robert as he fought illness to power on through, and ably hosting the discussion.

Enjoy!

To learn more about the Institute of Hospitality visit https://www.instituteofhospitality.org/

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

In October 2023 at the Hotel & resort Tech Expo at London’s Excel, The IOH played a central role in leading some key discussions within the world of hospitality Tech.  So much so, we thought it would be great to conduct a live podcast on the subject of how today’s trends impact the industry of tomorrow.  We also thought it’d be a bit different to ask the same questions across two panels and look out for the 2nd panel discussion in February.

In our first panel we had the legend that is Danny Pecorelli FIH, MD of Exclusive Collection, James McComas FIH, General Manager of Champneys Eastwell Manor Hotel & Spa, Tracy Xu, Associate Professor at the University of Surrey and the IOHs very own CEO, Robert Richardson.

Despite the time constraints, The Panel gave us a number of amazing points including:-

• The foundations to focus on
• The changing customer & staffing journey
• Understanding your own business
• Looking at technology as a great enabler
• Are we all going to get replaced?
• How Technology impacts a membership body
• Technology and sustainability
• Heritage buildings and technology
• Learning and Technology
• People Management
• How do we collaborate the technological learnings more effectively
• Questions from the audience

A huge thank you to our panel for raising some amazing points throughout the discussion.

Enjoy!

To learn more about the Institute of Hospitality visit https://www.instituteofhospitality.org/

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

Phils guests this month were Bradley Dorrington AIH, Alex Henskens MIH and industry Titan Danny Pecorelli FIH, all having the subject very close to their hearts.

This was a chat high on education with each guest delivering some wonderful points including: -

• What is Net Zero?
• Can we achieve it?
• Government intervention
• Other gasses to consider
• Measurement of output
• The Supply Chain
• Seeking support - it is out there
• Wider challenges
• What if we ignore the Net Zero quest?
• The impact of better decisions
• The part of consumers
• Guest education
• Green washing
• International Collaboration
• Where to start

And so much more.

As always, our guests also gave us their reasons for saying I’m in to the IOH in the first place which included: -

• The educational tools available
• Sharing of information
• Giving back
• To be involved in the collaboration within the industry

This is subject that is front and centre on the agenda at the moment and as such, we believe that there is something in here for everyone.

Enjoy!

To learn more about the Institute of Hospitality visit https://www.instituteofhospitality.org/

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

Well, to find out, Phil once again invited three more of the IOHs finest in the form of Rizwan Khan AIH, Jill Van Rest MIH and ex IOH CEO Philippe Rossiter FIH.

And it doesn’t disappoint as they explore: -

• Why having confidence is important
• How to build confidence
• Being Inquisitive
• The company you keep
• Some Stories from our guests
• Arrogance v Confidence
• Confidence and Leadership
• Humility and confidence
• Self-awareness and confidence
• The Self SWOT analysis
• The Confidence to be open minded
• The IOH role in all of this

As always, our guests gave their reasons why they said I’m In to the IOH: -

• To make a difference to the industry
• The positive energy around it
• The increased diversity focus
• The interesting discussions
• The people you meet
• To get fresh perspectives

A huge thank you to our guests for giving up their time for this wonderful chat.

Enjoy!

To learn more about the Institute of Hospitality visit https://www.instituteofhospitality.org/

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

Phils guests this month were Alex Preston AIH, Amy Stoyel MIH and returning guest Ben Purton FIH who have all had their own experiences from within the kitchen

This was a lively chat from the outset with no punches being pulled and our guests covered: -

• The past
• Old School badges of honour
• Top-Down leadership
• Setting Framework and what that looks like
• The importance of culture
• The external impact of getting it wrong
• Finding a balance
• Contracts
• The Business owner’s perspective and the example they set
• Separating profit and people
• The impact of cost of living
• Reaching out to those doing great work
• Utilising Glassdoor
• How the IOH and its membership can play its part

And so much more.

Our guests also gave us their reasons for saying I’m in to the IOH in the first place which included: -

• The positive impact on their career
• Access to mentorship
• To be surrounded by people who help, support and develop others
• The opportunity to give back
• To play a part in positive change
• There is something for everyone within membership

This chat was epic and we barely scratched the surface of what is a vast and ever evolving topic leaving room, we’re sure, for a follow up chat down the line.

Enjoy!

To learn more about the Institute of Hospitality visit https://www.instituteofhospitality.org/

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

Following the success of episode 19 where we looked into the importance of the Front of house Manager, we thought it only right and fair to delve into the importance of that role’s close relative, the Front Office Manager.

Joining Phil to do this was three more wonderful IOH members in the form of Jamine Zaman AIH, Johanna Dlugosch MIH and Samantha Rieu FIH, all of whom have had exposure to the role in one form or another.

In their chat they looked at just how important the role of Front Office Manager is and covered: -

• What is the Front Office Manager?
• The Many forms it can take
• Where does the Front Office Manager feature within the industry?
• The important attributes of a Front Office Manager
• The day-to-day challenges of the role
• How the role has adapted to a post covid world
• The experience and knowledge to seek out to become an awesome Front Office Manager

And so much more.

Our guests also gave us their reasons for saying I’m in to the IOH which included: -

• To branch out from the place you work
• To share knowledge
• Inspiring others to continue their development
• Networking
• The events
• To use its body of knowledge to self-improve

Our panel really brought the knowledge and passion to the discussion resulting in a pretty obvious conclusion, the role of Front Office Manager is incredibly important.

Enjoy!

To learn more about the Institute of Hospitality visit https://www.instituteofhospitality.org/

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

Another fabulous quote and very relevant to today’s discussion as we investigate the differences between Apprenticeships and Universities, the part they play in hospitality and the difference they can make to an individual in improving their prospects.

Joining Phil on his quest for more knowledge in this space was Paul Evans FIH, Julie Crampton MIH (Tuning in from Luxemburg) and Amy Jones AIH.  It’s clear that we really hit the panels wheelhouse as there were so many wonderful points raised and some questions for you to take away and ponder, including: -

• The context of Apprenticeships V Universities
• The importance of the individual circumstance
• The messaging around both
• The anecdotal experience of the panel
• The future of university focus from Government
• Life education
• The costs
• The connection between academia and experience
• The view from Europe
• Do we really need Hospitality Degrees?
• Aligning education with what the sector needs
• Online learning

And so much more.

Our guests also gave us their reasons for saying "I’m in" to the IOH which included: -

• It was a professional pathway to enhance career
• They enjoy what the IOH stands for
• To give back to the industry
• To stay connected to the industry, wherever in the world you are
• Access to the online resources
• Networking

It was another great panel showcasing more talent and opinion from within the membership.

Enjoy!

To learn more about the Institute of Hospitality visit https://www.instituteofhospitality.org/

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

We love this summarising of what hospitality is and I think we can all agree, it fits well in the way that we should approach our teams experience too.

This was the focal point of an incredibly lively chat around the changing face of talent attraction, a subject that Phil could have ranted about for 45 minutes all on his own.  Thankfully, he didn’t and enlisted the assistance of 3 more wonderful members from with the IOH ranks in the form of Harry Champion AIH, Zachary Millward MIH and Micaela Barlow FIH.

This chat is all action from the off and our guests cover off: -

• Some statistics around what has changed
• The basics to get right
• Where leadership comes in
• Marketing and delivery
• Some things to think of when creating a strong employer brand
• Changing the reputation of the industry
• Schools, Education and Talent Attraction
• Cross generational Talent Attraction
• The importance of flexibility
• Innovation
• The integrity of the process
• Being action orientated
• Artificial Intelligence and Talent Attraction

As always, our guests gave us their compelling reasons as to why they said "I’m in" to the IOH including: -

• Working with likeminded people with passion for hospitality
• Sharing knowledge
• CPD
• Events
• Opportunities are endless
• To tap into a group of people with a shared interest

This is a really brilliant conversation with some very important points raised and so a huge thank you to our guests for giving up their time and bringing their A game to the conversation.

Enjoy!

To learn more about the Institute of Hospitality visit https://www.instituteofhospitality.org/

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

The concept of tough love comes in many forms.  You might have heard it mentioned as being “firm but fair” or being “cruel to be kind” but the question is, with changing mentalities and approaches to work, does it still have its place in leadership?

To find out, Phil was once again joined by 3 awesome guests from within the IOH membership.  Today’s chat featured Sofia Mayr AIH, Vandana Dass MIH and Jill Whittaker FIH.

In a wonderfully energetic discussion, they covered: -

• What does tough love means to each of our panel
• The importance of tough Love in development of people
• Laying the foundations
• The importance of trust & communication
• Achieving balance and what happens if balance is not achieved
• The Psychology of tough love
• Developing your personal brand
• The consequences of avoiding tough love
• What happens when tough love doesn’t work?

In addition, our guests gave us their reasons as to why they enjoy being members of the IOH.  They included: -

• Having a deep love for the sector and wanted to get more involved
• The proactivity of the institute
• The people you get to connect with
• The events
• Networking
• The general “family feel” of the institute

As always, a huge thank you to our guests for giving up their time and insight as well as bringing the thunder to the conversation.

Enjoy!

To learn more about the Institute of Hospitality visit https://www.instituteofhospitality.org/

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

To find out, Phil invited Tej Walia FIH, Nathaniel Morales MIH and Jake Armston AIH to talk through their own experiences and ideas in how you can help move your own career forward.

They covered: -

• The Grand Plan (Or not)
• The essential steps to building your career
• The importance of mentoring
• The importance of networking
• Personal Branding
• Self-Awareness
• Nailing the basics
• Goals and planning
• What to do when you hit a bump in the road

In addition, our guests gave us their reasons as to why they enjoy being members of the IOH.  They included: -

• Mentoring
• Giving back
• Networking opportunities
• Events of all kinds
• Online learning
• Opportunity to connect with 31000 members
• The Direction the IOH is heading in is exciting

As always, a huge thank you to our guests for giving up their time and insight.

Enjoy!

To learn more about the Institute of Hospitality visit https://www.instituteofhospitality.org/

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

These burning questions and so much more get covered in today’s chat with Graham Copeman FIH, Karen Moody FIH and Cherif Ezzat AIH.  Huge congratulations to Karen for the very recent upgrade to the Fellowship.

This was a wonderfully positive and reflective chat with our guests covering off points such as: -

• What does personal growth mean to our guests?
• Preparing to grow
• What happens when we choose not to focus on personal growth?
• Conscious and unconscious Growth
• Anecdotes from our guests that you may relate to
• Personal growth and hospitality
• External factors
• The part that mentoring plays
• Mistakes and Vulnerability

You know the drill by now, our guests also told us why they said I’m In to the IOH.  They included: -

• The knowledge bank available
• To continue personal growth
• Sharing best practice
• The cross sector networking
• The online and in person events

A huge thank you to our guests for giving up their time and insight.

Enjoy!

To learn more about the Institute of Hospitality visit https://www.instituteofhospitality.org/

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org 

So in our first one, step forward the Front of House Manager, a role that can exist in many forms throughout many types of hospitality businesses.

3 more wonderful members from within the IOH ranks helped Phil in understanding the importance of this role and they covered off: -

• What is a Front of House Manager?
• Where the Front of House Manager role exists
• The Key Attributes of a good Front of House Manager
• The Knowledge and experience you should seek out to become a Front of House Manager
• The challenges of the role
• The career routes it can give you

As always, our guests also gave us their reasons for saying I’m in to the IOH.  They included: -

• The incredible support offered to the charity sector
• To develop and grow
• To stay networked
• Attend the incredible events
• Meet likeminded individuals
• Sharing knowledge

A huge thank you to our guests for giving up their time and knowledge

Enjoy!

To learn more about the Institute of Hospitality visit https://www.instituteofhospitality.org/

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

2 Weeks ago, It was International women’s day so what better way to celebrate this day than to have a chat around the wonderful women of our industry.  So how far have we come? is it still a man’s world?  What do we still need to do?  All these questions and more were answered by Phil and his panel of Emily Murray AIH, Dorothea Jones MIH and Edward Bracken FIH.

As always, they kicked off by giving their reasons for saying I’m in to the IOH including: -

• The Sharing of information across the industry
• Have a central body bringing everyone together
• To play their part in making a difference to the industry
• To stay connected to the industry
• Networking

And then to the main chat itself.  There were some great questions raised and points covered off including :-

• How are we doing at making the place of work more inclusive for women?
• Some statistics around current feeling in the workplace (You may be surprised by some)
• The things we need to still consider
• Wider society requirements
• Women and leadership
• The part that men can play and the part we all can play in ensure continued progress

A huge thank you to our guests who really bought the passion to this topic

Enjoy!

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

To learn more about the Institute of Hospitality or to join our hospitality family, head to https://www.instituteofhospitality.org

In this episode, we all grab our crystal balls and take a look into what the future of hospitality education might look like. The inspiration for today’s chat came from this cool quote from Abraham Lincoln.

“The best way to predict the future is to invent it”.

So the question at hand today was centered around how would this quote apply to hospitality education over the next 10 years.

Helping Phil get to the bottom of this was Joshua Wilson AIH, Yoo Ri Kim MIH and Ben Purton FIH.

Before they all got stuck into the headline topic, Phil once again asked his guests why they said “I’m In” to the IOH: -

• Giving back
• Events & Networking
• Mentoring
• The people you meet from many corners of the industry
• Sharing knowledge
• Bridge the gap between academia and industry
• To utilise the education bank of knowledge

And then to today’s topic.  It has to be said that we had a wonderful array of guests on today’s panel with perspectives coming from different stages and areas of the industry but all united in their passion.  That came across throughout the chat.

They covered areas such as: -

• Integration between academia and industry
• The lessons from the past
• Where the responsibility for improvement falls
• Tools and resources available to us now
• Some things for you to ponder for the future
• The IOH’s (And its membership) role in the future of education
• What we need to focus on

Along with lots more.

A huge thank you to our guests for giving up their time and really bringing the passion

Enjoy!

To learn more about the Institute of Hospitality visit https://www.instituteofhospitality.org/

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

Yet another cheeky little extra for you this month as we got three more awesome humans from within the membership to discuss what the rest of 2023 could look like for Hospitality.

Phil was joined by Jude Haddad AIH, Caitriona Lennox MIH and Neel Radia FIH and as always, they chipped in with their brilliant reasons for joining the IOH including: -

• Meeting likeminded people
• Opportunities to learn
• They want to be involved in an organisation that’s making a difference to the industry
• To help attract and retain people within the industry
• To give back
• The support network and community
• Mentoring
• The Diversity of sectors within the sector
• Information sharing

There’s no doubt we enter into 2023 with challenges to face but this was an upbeat yet realistic discussion around what we can all expect for the year ahead.  Our panel covered off:-

• Their general view and feeling for the year ahead for hospitality (It’s not all bad)
• A view from each of their sectors
• A view from a couple of different geographic locations
• Trends that they are seeing now
• Opportunities and risks
• A big positive reveal that you may not have been aware of (Thanks Jude)

A huge thank you to our guests who really bought the energy.

Enjoy!

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

To learn more about the Institute of Hospitality or to join our hospitality family, head to https://www.instituteofhospitality.org

Post Covid, there has obviously been a seismic shift towards more remote and hybrid working within an office environment. Truthfully speaking, there was a rising trend towards this even before Covid induced lockdowns kicked in.

But how do we build teams remotely as this is a relatively new ask of leaders.

To unpack this, Phil was joined by Katie Murray AIH (And her wonderful pooch), Andoni

Sanchez MIH and Liz Hartstone FIH.

As always, Phil kicked off by asking his guests as to why they said “I’m In” to the IOH: -

• It is our duty
• Giving back
• Networking
• It’s the place to be if you are a hospitality professional
• The learning resources available
• The Events
• The projects

And then they got stuck into the topic at hand.  Some of the elements they covered were: -

• The definition of what a remote worker is
• Do we have to accept that remote working is here to stay?
• The fairness of remote working on those who can’t.
• Individual requirements
• How to make remote team building a success both from the business’s perspective and the individuals
• How to combat isolation
• The changing face of working attitudes

Along with a whole lot more.

A huge thank you to our guests for giving up their time and opinion.

Enjoy!

To learn more about the Institute of Hospitality visit https://www.instituteofhospitality.org/

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

In November 2022, The IOH once again invited students from all over to join it’s Passion4Hospitality event at the Novotel London West so this year, we decided it would make an interesting listen to record a podcast in front of a live audience.

So, we had to pick a subject that both informed and inspired.

Enter, Attitude.

“Ability is what you are capable of doing, Motivation determines what you do but attitude determines how well you do it” - Lou Holtz

Since enduring some setbacks in my life, I’ve become more than a little obsessed in how much our attitude affects how we move forward.  It was a huge honour to host this podcast recording alongside Katariina Reissaar AIH, Alan Tang MIH and Nicolas Medicamento MIH. 

Before we got into the headline topic, they very kindly shared their reasons as to why they said I’m in to the IOH: -

• It’s important to support each other as an industry
• To grow personally
• To help others reach their potential
• To learn from others
• Networking
• The events
• Mentoring

Then to the topic itself.  This was a wonderful conversation with some real-world examples of how you can make a difference by controlling your attitude.  We covered off: -

• Start by having a base of Five core values - Kindness, Respect, Helpfulness, Humility and Sincerity
• Staying positive, which is difficult in all circumstances, will help in how you deal with things
• You can only control your controllables. Your reaction to what happens is within that realm of control
• Having a clear vision will help your attitude towards achieving it
• Controlling your attitude to something is always your choice, never someone else's
• You have to accept that tests are going to come your way
• You can develop a great attitude from the habits you keep. That starts as soon as you wake up and the decisions you make at that point

We then had some wonderful attitude stories from the panel and the audience highlighting the difference that your attitude can make to an outcome including:-

• Losing your cool with guests
• Dealing with team members who come to work with a bad attitude
• Exploding at team members
• Letting guests comments change your personality
• Dealing with pressure from above badly with that having a knock-on effect to the team 

A huge thank you to Ellie and Kevin who had the confidence to share their attitude stories with us on the day and to our panel for their wonderful contribution.

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

To learn more about the Institute of Hospitality or to join our hospitality family, head to https://www.instituteofhospitality.org

To find out Phil was joined by Libbie Mia AIH, Alan Tang MIH and Zoe Watts FIH to delve deep into this wonderful subject. 

And they did not disappoint.

As always, Phil kicked off by asking his guests as to why they said “I’m In” to the IOH.  As compelling as ever, they gave some great reasons including: -

• Hospitality has given so much to their career and so wanted to feel more connected than ever
• To give back
• To represent their specific sector within the IOH
• To share information and best practise
• Meeting different people from different countries
• For the events
• Because of the work they are doing to improve reputation of the industry
• The focus on Diversity, inclusion and equality is superb

And then on to the subject at hand. As you can imagine, this is such a vast topic that we couldn’t hope to cover all areas but that didn’t stop an energetic and intelligent conversation about it.  It was very clear that all today’s guests placed huge importance in Culture.

They covered:-

• Culture isn’t particularly tangible; it’s about how someone feels while they are at work
• Culture is usually shaped through the leadership of the company and within that it can, at times, be defined by their upbringing and their own belief system
• A great culture is never forced
• Cultures attract like for like, a good culture attracts good people and vice versa
• The message of your culture starts at the beginning of your recruitment process, or whatever the first interaction point is
• Pay and benefits are not the things that define your culture
• Focusing on what makes your teams happy and keeps them engaged is a great place to start
• The risks are many and can be crippling to your business - Increased staff turnover, perceived bad employment reputation, increased costs through recruitment and training
• “Quiet quitting” can become a major problem
• If you neglect culture, you’ll spend your time firefighting problems
• Culture alignment is not just an internal concern, it can aid your business when it comes to partnering with other businesses, clients, and guests
• Geographic location can make a big difference in terms of what is expected from a culture perspective, and you should always come at that from a position of respect
• Culture should be a mutual responsibility between company and individual
• You are duty bound to raise any concerns as even if you feel you can personally take on a bad culture, the knock-on effect to someone else could be bad for them and the business
• We get so much right as an industry around culture, but can also do so much more

A huge thank you to our guests for giving up their time and opinion, such a fascinating discussion.

Enjoy!

To learn more about the Institute of Hospitality visit https://www.instituteofhospitality.org/

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

Phil’s guests included Nicolas Medicamento MIH who was recently upgraded a membership grade (A huge congrats to him), Kurt Macher MIH and Paul Gilley FIH.

As always, Phil asked his guests for some insight into why they said “I’m In” to the IOH.  As compelling as ever, they gave some great reasons including: -

• To support the industry
• To educate the future of the industry
• To make the industry a better place
• The Events that IOH puts on
• Looking after the next generation
• Expanding the Network
• Giving back wherever possible.

As with most of our discussions, there was so much covered around reputation such as: -

• Building a positive reputation is, without question, an important part of success
• Honesty and integrity are hugely important when forming a reputation
• Deliver what you say you will
• Figure out what you stand for and build that foundation
• Social media can help and hinder reputation
• Learn what your values are and stay true to them
• Find your authentic voice
• Showing vulnerability is also important when it comes to developing your leadership reputation
• It’s important you adapt to cultural differences in whatever country you are in
• The company you keep is also very important in helping you build your reputation
• We should not be tolerating the things that are not good for this industry to help protect it’s reputation
• The threats are around things that can be out of your control, how you respond is the only thing you can control
• Our egos are a major threat to our reputation. How you manage that is incredibly important
• Staying grounded is important, keep focusing on the future
• Making mistakes around this is inevitable. Again, how you respond when it does can absolutely cement your reputation

A huge thank you to our guests for giving up their time and opinion, such a fascinating discussion.

Enjoy!

To learn more about the Institute of Hospitality visit https://www.instituteofhospitality.org/

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

To answer this, Phil was once again joined by three wonderful IOH members in Eloise Hanson AIH, Sarah Powell MIH and Christopher Hogan FIH.

Before they got stuck into this month’s topic, our guests gave us some brilliant reasons to say I’m in to the IOH including: -

• It was a no brainer
• To learn from the knowledge of others
• The company and comradeship
• Knowledge sharing
• The great events
• To be able to facilitate and be part of great conversations around hospitality

As always, there were some superb points raised by our panel including: -

• Maintaining the history of the building can be crucial to your guests and their reason for visiting in the first place
• Managing the cost of maintenance can be eye watering so you must manage guest expectation with what’s possible, especially in the face of the moment we are living in
• Legacies are there to be created
• There are no shortcuts to maintaining legacy, it’s a constant focus
• Your people are critical to the building’s legacy, They are the key to unlocking the full potential of that legacy
• Be focused on leaving things in a better place than you found it
• Balancing public opinion v owner vision needs constant attention
• It’s critical to listen to the guest’s feedback
• Sometimes you have no choice but to adapt owing to law changes or technological advancements
• Looking ahead by 50 years can give you an insight into what your guest of the future will need from the legacy of your building
• Legacy can be more about the future than the past
• Keeping all the generations happy is no doubt difficult but finding a balance is key
• Establish what you want the property or yourself to be known for and everything will contribute much easier after that
• It’s important to map out the company legacy so that it’s easier to get people on board that should be with you on that journey
• Embracing tech to be part of your legacy can really add value to tradition

A huge thank you to our guests for giving up their time and opinion.

Enjoy!

To learn more about the Institute of Hospitality visit https://www.instituteofhospitality.org/

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

Phil was joined by Christopher White AIH, Simon Coulson MIH and Peter Hancock FIH.  As always, our guests gave us some brilliant reasons to say I’m in to the IOH including: -

• To be seen as a player in the industry
• To have letters after your name adds to credibility and is a mark of professionalism
• Giving and receiving of help throughout the industry
• Networking
• Sharing of information
• To connect to networks around the world

In discussing whether having a mature mindset can achieve the same results as experience, Phil and his guests got through a lot including: -

• Maturity is nothing to do with age
• Being attitude centric plays into the hands of what makes you successful in hospitality
• Getting your behaviours into a mature and constant place can really help you in leadership
• Maturity & experience can go hand in hand, one can inform the other
• Circumstance can dictate your response, sometimes it’s a “I have no choice” approach
• There will always be times where you have no experience in a particular area so your mindset informs your response here
• There’s an argument that amid the staffing issues we experience, we should be recruiting for attitude and worry about the experience later
• Too much experience can get in the way of change
• If you don’t have the answers, that’s OK - having a mature mindset to that will help you progress
• Trust is so important in order to give the individual the opportunity to have the right mindset towards situations that arise
• Put yourself in unknown situations (which is inevitable anyway) and you’ll be more ready for the future when the unknown hits you

A huge thank you to our guests for giving up their time and opinion.

Enjoy!

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

To help me do that, I was once again joined by 3 of the IOH’s finest in Giovanna Zakanda AIH, Anna Aufiero MIH and Nassar Khalil FIH.  All three once again gave their reasons for saying I’m in to the IOH: -

• It’s a place where you can look forward and have absence of belonging
• Somewhere where you can lend support
• The fact that the CEO remains hands on with the IOH is positive for the future
• To be part of an industry association
• To give back to the industry
• The learning
• The people you meet
• The Mentor me programme
• The Youth Council

The discussion around Redundancy had so many great takeaways such as: -

• It is a necessary evil, there will always be situations where it is necessary
• It should be avoided at all costs and only used as an absolute last resort
• It’s a time-consuming exercise when you may have to re-recruit and train in the future
• Looking at moving the person into another role rather than making them redundant can be an option
• It’s not a black and white situation - there are many different scenarios
• It’s there as a protection for both business and the individual
• There are many scenarios when Redundancy is an appropriate option
• Exploring a reduction of hours through a collective consultation can work well
• It can be a painful process for the person who is tasked with making redundancies
• Redundancy can be the greatest thing that happens to you in your career
• It can lead to reinvention
• How an event like the Pandemic changes the game
• We have to be mindful of the impact on mental health, for all involved
• The Psychological contract
• Aftercare needs to be in place for the person tasked with delivering the redundancy news
• It’s another area where the community of Hospitality can come together to help each other out

A huge thank you to our guests for giving up their time and opinion.

Enjoy!

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

To find out, Phil was once again joined by 3 wonderful IOH members in Maria Lopez-Casado AIH, Andrew Di Sora MIH and James McComas FIH.

Before we got tucked into our main course subject, our members once again gave us all their brilliant reasons for saying I’m in to the IOH which

included: -

• Networking
• Connect with leaders
• Learning
• Reminder you are part of something bigger than yourself
• Collaboration and camaraderie
• Giving back
• The international network
• Live events

There were some great points raised around innovation including: -

• It’s important to analysing all areas of your business and seeing where improvements can be made through innovation
• Innovation can be a small change, doesn’t always have to be a huge move
• Innovation can come from anyone within your organisation
• Take each challenge on its own merits
• Hospitality can be a hotbed for innovation as it is forever changing
• Keeping on top of consumer trends can help you see where innovations are coming
• In pursuit of innovation, always ensure you are protecting the here and now
• Innovation should be all about making guests and teams experience better
• Keeping yourself updated on what is out there is key
• You don’t have to go full on into full scale innovation, phased innovation can be just as effective and sometimes necessary
• Innovation has a different meaning for everyone
• Today’s innovations often become tomorrow norms
• Keep innovation as part of your overall journey, not your destination

A huge thank you to our guests for giving up their time and opinion.

Enjoy!

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

And to join our hospitality family at the Institute of Hospitality please go to www.instituteofhospitality.org

Cast your minds back to Tuesday 6th July 2021.  It was the day of the IOH AGM.  At the end of formal proceedings, I was lucky enough to have a chat with three wonderful members from within the IOH on why they said “I’m In”.  Those wonderful members were Katariina Reissaar AIH, Paresh Vara MIH and Stephen Carter FIH.  Back then, this podcast didn’t even exist.  How things change.

One year on, I welcomed them back to see how the year has mapped out for them and whether they are enjoying the direction of travel into 2022.

As always, Phil asked our guests for their reasons as to why they

said I’m in which included:-

• They love the dynamic direction it is heading in
• They use the membership as a means to learn
• Networking
• Mentoring programme
• Live events
• Personal development

One year on and our guests had the following to say:-

• There has been huge personal evolution in that time, there have been changes for all of us
• The Youth council is now up and running
• This Podcast is now up and running
• Previously Stephen wanted to see a move to more events away from London - Achieved through a magnificent Chairpersons dinner in Edinburgh
• Engagement is up, there’s belief that direction is positive and that foundations are strong
• There’s a better all-round voice reflecting the membership
• Paresh loved that events have been strong and that you can now watch panel discussions on demand, if you can’t make the actual event.
• Membership is up by around 1500 people
• More involvement from the next generation
• There’s a great togetherness
• A big push for chartered status

This is a wonderfully upbeat chat from the off.  What a cracking year it’s been.

Enjoy!

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

For more information on the Institute of Hospitality or to join our Hospitality family, head to https://www.instituteofhospitality.org

To unpack this, Phil was once again joined by 3 superb humans from within the IOH membership in Marco Di Simone AIH, Rachel Webster MIH and Chris Wayne-Wills FIH.  As always, our gusts gave us some brilliant reasons to say I’m in to the IOH including: -

• Getting some credentials early in career
• To take advantage of the many benefits that being a member brings
• Exchange of value and support through the membership
• The mentor me programme
• Networking
• To learn
• To give back
• Being part of a community
• To act as an ambassador for the institute
• To meet and discuss the future of the industry with peers
• How to be a better person at work and personally

Within the headline topic itself we got through a lot including: -

• Some situations can only be dealt with through experience but growth is only experienced when exposed to situations not dealt with before.
• Culture is key to ensure mature mindsets are given the opportunity to flourish
• Managing your reaction to being out of your comfort zone is the difference between success and failure
• Self-awareness is so important, asking for help when you are out of your depth and being comfortable with accountability
• Respecting people is a critical element of having a mature mindset as is being able to adapt to change
• A mature minded person will see change as an opportunity
• You must "Fake it until you make it” quoted from Richard Branson
• A small amount of fear can be a healthy thing for your mindset
• A strong mindset will help you prepare for all the experience you have yet to learn
• Failing is an essential part of developing a strong mindset
• Leadership has to build a platform that’s comfortable with failure
• Leading by example is part of the process to ensure teams develop their confidence in their role and the confidence in the team, especially when they are lacking experience.
• Developing your own tools to ensure your mind stays strong is important

A huge thank you to our guests for giving up their time and opinion.

Enjoy!

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

Learn more about the Institute of Hospitality at www.instituteofhospitality.org

This time, Phil was joined by the IOH’s present and past chairs, Kellie Rixon MBE FIH and Robin Sheppard FIH, to discuss a wholly under discussed topic, Adversity.

As always, before we got stuck into our headline topic Phil asked each of the guests their reasons for saying #Imin to the Institute of Hospitality.

Kellie felt that she had a responsibility to contribute as well as having an eye on professional standards and developing future leaders, Embracing the diversity of the sector, and she is delighted to be playing a part in the IOH’s evolution.

Robin was very much about giving back and playing his part in getting the industry to be taken more far more seriously.

Both our guests (And Phil) recounted moments of extreme adversity that has shaped their lives in different ways and had such wonderful insight from the get-go.  We learned a lot including: -

• Perception of what is adversity to you is determined by your own knowledge and circumstance
• Being positive and strong is the only choice
• Adversity is not a race
• Focus on what you can do, rather than what you can’t
• You decide how you react
• Be relentless in pursuit of knowledge
• Talking openly about your adversity can really help you get past your darkest moment
• Humour can play a huge part in healing
• Find the things to celebrate
• Adversity can bring strength, unity and kindness
• Adversity can recalibrate what is important
• Seeking counsel to talk things through is important but the timing of that is key
• You can see the very best of humanity in moments of adversity
• It gives you an insight into a much bigger picture of life

Phil classed this as an honour to talk about such a valuable topic with two major champions of our industry and hopes that there is some key learning for everyone

A huge thank you to our guests who talked so openly about their vulnerability.

Enjoy!

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

https://www.instituteofhospitality.org

Before we got stuck in to the topic, we once again learned some of the compelling reasons our guests said I’m In to the IOH including

• Giving back to the industry
• To take hold of all the learning and opportunity as a student
• Staying connected with the industry
• Wanting to be part of something that’s bigger than themselves
• The Mentor Me program
• The international network.

We couldn’t hope to unpack all elements in this epic subject but we tried our bestto cover some of key issues in this including: -

• Diversity is the what and Inclusion is the how
• You can have one without the other but they should go hand in hand
• It can be confusing without clear definition
• Obviously being focused on Diversity cannot just be a tick box exercise
• Important that organisations such as the IOH walk the talk as many will look to them for guidance
• It can be a challenge to remain up to date, current and relevant
• We can also follow what others have done, we don’t always have to take the lead
• We can learn more from each other, across our own diverse sectors
• We all have to take responsibility to get educated
• We should shout about our successes in this area, small and large
• We need to get better at talking about everything
• Despite how it may feel sometime, we have come a long way on Diversity & Inclusion
• We need champions of all important matters in every business
• There are wild differences from country to country around the world

A huge thank you to our guests for giving up their time and opinion.

Enjoy!

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

To learn more about the Institute of Hospitality or to join our hospitality family, head to https://www.instituteofhospitality.org

To explore this intriguing topic, Phil was once again joined by three more wonderful humans from within the IOH membership in Luca Rapetti, AIH, Debbie Pugh MIH and Andrew Walker FIH.

We once again learned some of the reasons our guests said I’m In to the IOH including, it was the right thing to do, to broaden their network, to have a positive influence on the industry, to develop self and others, to be part of something passionate and dedicated and to get more connected with the industry.

In one of our deepest conversations so far, our guests had so much great content to share that it feels like we only scratched the surface of this subject.  Ideas included: -

• Setting goals and working towards them is very useful but be ready to deviate
• Experience plays a huge part in forming your instinct
• It depends on the situation as to whether you go more instinctive or strategic
• Strategy is written in a moment in time, instinct is in the moment
• It’s important teach people to trust and make instinctive decisions
• Nail your skills and knowledge first and you will have confidence to make strong instinctive decisions
• There are moments in career and business when you have to use both instinctive and strategic decision making

A huge thank you to our guests for giving up their time and opinion.

Enjoy!

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

To learn more about the Institute of Hospitality or to join our hospitality family, head to https://www.instituteofhospitality.org

The world keeps turning and change is inevitable so it stands to reason that we must also learn to evolve in our personal and business lives as well.  But just how important is it.  Can we expect to survive if we don’t embrace evolution?

To discuss this, Phil was once again joined by three more wonderful humans from within the IOH ranks in Diana Codin, AIH, Shane Godwin MIH and Rohaise Rose-Bristow FIH.

As always, we learned some of the compelling reasons our guests said I’m In to the IOH including, the direction of travel is exciting, giving back to hospitality, To play a part in making an impact, to continue to be inspired by others within the industry and to continue Lifelong learning.

Our guests really brought the knowledge to the table and we covered some brilliant ideas such as hearing some examples of when they have experienced their own evolution.

Other ideas included: -

• Ensuring that teams evolve too
• Taking time to reflect on progress and direction is crucial for evolution
• Sometimes conditions mean that you have no choice but to evolve (Covid as an example)
• Having a great routine can help lay the foundations
• Setting goals is important but having the flexibility to navigate away from them if they are not working is even more important
• Finding your passion makes evolving so much easier
• It is important to keep working on yourself and becoming the best you can be
• Hospitality gives you excellent tools to evolve but we can get so much better at teaching and developing people here
• You have to be open to dropping your preconceptions of things in order to move forward and evolve
• We have to be teaching people how to deal with challenge and adversity as they are an inevitable part of life.

A huge thank you to our guests for giving up their time and opinion.

Enjoy!

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

To learn more about the Institute of Hospitality or to join our hospitality family, head to https://www.instituteofhospitality.org

Another little extra treat for you this month as we got three more awesome humans from within the membership to discuss what the rest of 2022 could look like for Hospitality.

Phil was joined by Jess Oliver AIH, Andrew Coney FIH and giving us a view of what is happening overseas, the wonderful Virat Varma FIH, all the way from India.  All three also gave some compelling reasons as to why they said #Imin to the IOH.

Despite some of the horrible things going on in the world right now, this was a wonderfully upbeat conversation.  We covered off items such as: -

• Bounce Back has been strong, even now in cities
• Hospitality remains so important to everyone
• The foundations are set to spring forward, with strong rates and rising occupancy in UK and international hotels
• International travel will start to improve as more borders and restrictions are released
• In person experience is already on the up, demand is very high
• General confidence around health risks is improving
• If it wasn’t already before, hygiene is high up the list of priorities for travellers
• People are more open to opportunity
• Rise in International Boutique Hotels investment
• The platinum Jubilee will play a huge role in the UK and beyond this year
• A continued focus on sustainability
• Improvement in the wellbeing of the team
• More and more people getting creative where we find people for this wonderful industry

A huge thank you to our guests who really bought the passion and positivity.

Enjoy!

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

To learn more about the Institute of Hospitality or to join our hospitality family, head to https://www.instituteofhospitality.org

For this broad subject, Phil was joined by Joshua Wilson AIH, Kim Bailey MIH and Harry Murray FIH. As well as learning why all our guests said #Imin to the IOH we got through some of the good and the bad of social as well as learning one of the best pieces of trolling ever received by Phil.

Some of the good points raised were, it can Develop & promote a brand, instant connection with your customers, you can build communities, build connections and it can be a place of comfort for introverts.   Some of the bad points were that it can place an unrealistic pursuit of non-existent perfection, can lead to gratification addiction, Push Notifications are evil, can lead to loss of social capability, scamming and spamming and of course online bullying, a sad reality for many on social media.

Despite some doom, this is a wonderfully upbeat conversation with some great perspectives from the guests.

A huge thank you to our guests who absolutely brought the passion.

Enjoy!

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

 To learn more about the Institute of Hospitality or to join our hospitality family, head to https://www.instituteofhospitality.org

In one of our liveliest chats so far, Phil was joined by Naseem Talukdar AIH, Leo Downer MIH and Danny Pecorelli FIH.

As well as learning why all our guests said #Imin to the IOH we covered a mountain of issues around sustainability including the need to get creative and get measuring, that it’s such a nuanced subject, hanging consumer trends have an impact on what can be done quickly but we should also be constantly educating, we can drive that education through choice, we have to guard against green washing and using sustainability as a non-authentic sales tool and that the perceived higher cost of going sustainable is absolutely not always the case.  All this and a whole lot more on the topic.

A huge thank you to our guests who clearly all had a passion for the subject.

Enjoy!

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

To learn more about the Institute of Hospitality or to join our hospitality family, head to https://www.instituteofhospitality.org

So we have a little extra treat for you this month as we air our live panel recording at the Passion 4 Hospitality event, the largest event ever hosted by the IOH, recorded at the Novotel London West in November 2021.

In a wonderfully positive discussion, Phil was joined by Peter Avis FIH, Samantha Rieu MIH, Munya Badze MIH and Andrew Coney FIH as we ran through all of the reasons why you should say “I’m in” to hospitality.

As always, there were some other golden nuggets to digest including bits on Feeling valued, travelling, people, having fun, keep learning, utilising volunteering opportunities, continue to evolve and do what it takes to find your passion.

In addition, we all discussed the vast and varied world of hospitality and what an amazing opportunity exists right now for those who have their attitude in the right place.

A huge thank you to our guests who really did bring the fun and passion.

Enjoy!

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

To learn more about the Institute of Hospitality or to join our hospitality family, head to https://www.instituteofhospitality.org

Katariina Reissaar AIH, Front office Manager with Jurys Inn Hotel Group, Mike Taylor MIH General Manager & Director at Hempstead House and Liz McGivern, Vice President of people and culture at Red Carnation Hotel Group all joined Phil for a lively chat.

As always, we learned why our guests said #Imin as well as covering off some great points for the headline topic such as that the grass isn’t always greener on the other side (But it can be), it’s important that you communicate your position internally before seeking a move away but important that the company communicates their position clearly too, unseen opportunity can be uncovered, Employers should keep strong links with other businesses in their given area, Ensure that you know what you do want, find your purpose, research the company, seek some trusted advice, know your values, nail the basics and make sure you back up any new year’s resolutions with actions.

A huge thank you to our guests who really did bring the energy.

Enjoy!

For any feedback on the show or to put yourself

forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

To learn more about the Institute of Hospitality or to join our hospitality family, head to https://www.instituteofhospitality.org

They were, Brand Consultant Yvonne Joseph AIH who joined us from Lagos in Nigeria, Emily Coubrough MIH, a recent Acorn Award winner and Guest Experience & Communications Manager at the Iconic Savoy in London and Cyrus Todiwala FIH, Celebrity Chef Extraordinaire and Founder of Zest Quest Asia a fabulous competition for ambitious student chefs daring to be the best in Asian Cuisine.

As well as covering our headline topic, we learned all the reasons why our guests said #Imin to the IOH and we also got a couple of golden nuggets around the need to slow your career ambition down in order to help you get ahead whilst also chatting about the significance of the Mentor Me scheme.

Under the headline topic, each of the guests, and Phil, gave their experience of awards from within their life and career so far and so much came up including instilling a sense of pride, increasing your network within your peers, what it takes to produce an awards program, inspiring the next wave of talent, the prize can be the inspiration, confirmation that you are good at something, does winning come with responsibility?, It can inspire our teams, being nominated can be enough, not winning can drive you forward, Too many awards can dilute their appeal, There can be external pressure on expectation to win, celebrating every corner of the industry (This felt like a bit of a Battle cry).

No doubt it was an energetic and positive chat with 3 wonderful people.

Enjoy!

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

To learn more about the Institute of Hospitality or to join our hospitality family, head to https://www.instituteofhospitality.org

Included in the lively debate, the panellists cover why they said they are in, #imin to the IoH, coaching & counselling, the importance of ensuring there’s a support structure, the last resort and asking why? Also, using humility, having really strong communications on company policy, team unity, why a strong induction is important, having a mentor, controlling emotional response, training and the importance of calling bad practise out quickly. Amongst other points!

If you would like to be considered as a future guest or have feedback on the topics covered so far, please contact Phil Street at phil.street@instituteofhospitality.org.

The series of IoH I’m In podcasts are sponsored by Caterer.com. Follow them on Twitter @Catererdotcom.

To learn more about the Institute of Hospitality or to join our hospitality family, head to https://www.instituteofhospitality.org

And here it is. The very first Institute of Hospitality Podcast hosted by Phil Street MIH.

In this month’s episode we were delighted to have the three wonderful humans that are Jasmine Zaman AIH, Kelly-Marie Staunton MIH and Dave Magee FIH.

We wanted to talk about the “Brave New World” through that age old saying from Peter Drucker, culture eats strategy for breakfast as well as learning the reasons why our guests said #imin to the IoH.

It was interesting to learn what was important to each including things like:-

• Work/life balance
• Sustainability
• Community Outreach
• Respect
• Flagging bullying early
• Benefits
• Development opportunities
• Diversity & inclusivity
• Collaboration with education.

We hope you enjoy our first episode and look forward to discussing many more topics with our membership.

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

To learn more about the Institute of Hospitality or to join our hospitality family, head to https://www.instituteofhospitality.org