Explorez tous les épisodes du podcast Hospitality Meets... with Phil Street
| Titre | Date | Durée | |
|---|---|---|---|
| #262 - Hospitality Meets Robert Richardson - The Story We Tell Ourselves | 01 Jul 2026 | 00:52:08 | |
Six years ago, Robert Richardson joined me on Hospitality Meets for the very first time. Back then, he was a hotel General Manager with a passion for people, wondering what the next chapter might look like. Neither of us could have predicted what came next. Fast forward six years, and Robert returns to the show as CEO of the Institute of Hospitality, leading a global professional body with more than 17,000 members, overseeing record membership growth, driving the Institute's Charter ambition, and helping shape the future of our industry. It's amazing what can happen in six years. In this episode we chat about:
Along the way we explore leadership, confidence, legacy, positivity, personal growth and why hospitality remains one of the greatest industries in the world for developing people. Of course, this wouldn't be Hospitality Meets without a few memorable stories... 🤣 Accidentally being announced as the new CEO while being tagged as a completely different organisation on social media. 🤣 Rehearsing every speech exactly seven times before stepping onto a stage. 🤣 Seriously considering quitting on the morning of his first major keynote... before discovering the world didn't end after all. And perhaps the most powerful moments of the conversation come when Robert steps away from the role of CEO and shares the experiences that have shaped him personally. From the fear of receiving an urgent cancer referral that thankfully proved to be a false alarm, to speaking openly about the reality of living through an eight-year stalking ordeal, it's an honest reminder that leadership doesn't make us immune from life's challenges. If anything, it simply means learning how to keep showing up in spite of them. There are also some wonderful takeaways throughout the episode: 💭 "No one develops from a place of comfort." 💭 "You will always get an answer. You might not like the answer, but you'll always get an answer." 💭 "It's so easy to be positive and so lazy to be negative." 💭 "Be the voice for positivity." More than anything, this is a conversation about growth. Growth as a leader. Growth as an organisation. Growth as a person. Six years ago, Robert joined me as a hotel General Manager. Today, he returns leading one of hospitality's most respected organisations. It's a wonderful reminder that careers aren't built overnight—they're built one opportunity, one uncomfortable moment, and one conversation at a time. A thoughtful, honest and uplifting conversation with someone who continues to lead with humility, purpose and positivity. Enjoy Show Partner A big shout out to today’s show partner, RotaCloud — the people management platform built specifically for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from one simple, web-based app. It also makes life easier for teams, allowing staff to check rotas, request holiday, and pick up extra shifts directly from their phones. To find out more, head to RotaCloud This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #261 - Hospitality Meets Duncan Garrood - Putting Life in Your Years | 24 Jun 2026 | 01:29:40 | |
What do a biochemist, a Chinese mansion house, Heathrow Airport, 250 burger restaurants, a pub turnaround, student accommodation, retirement living, and more than a few bottles of Mao Tai have in common? This week's guest... Duncan Garrood. And trust me... You're going to want to hear this one. Duncan's career began in a laboratory as a scientist with a PhD in Biochemistry. It then took him through Unilever, a decade living in China, Heathrow Airport, the Middle East, Punch Taverns, Bill's Restaurants, family entertainment, student accommodation, and now Riverstone Living. Most people spend a career trying to follow a plan. Duncan spent his, basically just saying yes. In this episode we chat about:
Along the way we explore leadership, customer experience, entrepreneurship, curiosity, reinvention, and the power of saying yes to opportunities before you're entirely sure how they'll work out. One of my favourite stories came from Duncan's time in China. After fifteen dinners with a potential business partner, countless toasts, and enough Mao Tai to test the resilience of a small nation, the gentleman put his arm around him and declared: You are my little brother." Moments later, he passed out. Business was secured. As leadership lessons go, it's certainly more memorable than most MBA programmes. There are also some absolute gems throughout the conversation: 💭 "We're not here to put years on your life, we're here to put life in your years." 💭 "If you don't take the opportunities when they come, the things you're missing out on are unknown." And perhaps my favourite takeaway of all: 💭 "I've literally never regretted saying yes to any of these opportunities." Because that's really what this episode is about. Not airports. Not pubs. Not burgers. Not retirement living. It's about curiosity. It's about adventure. It's about having the courage to step into the unfamiliar. And trusting that you'll figure the rest out along the way. Funny, thoughtful, insightful and packed with stories. A brilliant conversation with a man who's spent a lifetime proving that some of the best opportunities arrive disguised as uncertainty. Enjoy Show Partner A big shout out to today’s show partner, RotaCloud — the people management platform built specifically for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from one simple, web-based app. It also makes life easier for teams, allowing staff to check rotas, request holiday, and pick up extra shifts directly from their phones. To find out more, head to RotaCloud This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #260 - Hospitality Meets John Badley - Make the Mistake | 17 Jun 2026 | 01:05:25 | |
What do a kitchen porter, a Swedish adventure, a hotel fire, a freezing swimming pool, and the CEO of one of Britain's most iconic hotel groups have in common? This week's guest is John Badley, CEO of Andrew Brownsword Hotels. Today, John oversees a collection of some of the UK's most beautiful and historic hotels. But his story starts somewhere much humbler. A teenage job sweeping a car park for £10, a desperate desire to escape the cold, and a sister who eventually gave in and let him become a kitchen porter. The rest, as they say, is history. In this episode we chat about: 🧽 How a car park sweeping job became a lifelong hospitality career 🍽️ Starting as a KP and working his way through the kitchen ranks ⭐ The pursuit of rosettes and the lessons learned in fine dining 🇸🇪 Why a move to Sweden changed his perspective forever 👨🍳 The unusual role that saw him wearing chef whites and a three-piece suit at the same time 📈 The leadership lesson that came from being rejected for promotion 🔥 Managing one of hospitality's most devastating crises when a hotel was destroyed by fire 🏊 The infamous swimming pool experiment that taught a painful lesson about guest perception 🧭 Why every leader needs a North Star 🤝 The impact of mentors, including hospitality legend David Guile 💡 Why curiosity remains one of the most underrated leadership skills 🚀 How Andrew Brownsword Hotels is building for the future whilst protecting its remarkable heritage Along the way we explore leadership, resilience, commerciality, culture, curiosity, and the extraordinary opportunities hospitality can provide for those willing to keep learning. One of my favourite moments came when John shared the lesson that transformed his career. After being repeatedly overlooked for promotion, he was finally told the reason: "If we promote you, who's going to look after this kitchen?"It was a difficult conversation at the time, but it taught him one of the most important leadership lessons of all: Your success is measured not by what you can do, but by what your team can do without you. Another standout moment came when discussing leadership and performance. "Consistency beats intensity."A simple phrase, but one that underpins John's entire approach to leadership, culture and long-term success. There was also a wonderful reminder of the mindset that has carried him from kitchen porter to CEO: "There's always something else I didn't know. So I wanted to go and learn it."And perhaps the most powerful takeaway from the entire conversation: "Make the mistake."Not recklessly. Not repeatedly. But don't become so afraid of failure that you stop trying new things altogether. There are also stories involving Swedish adventures, luxury hotels, thousands of firefighters, frozen swimming pools, and enough leadership wisdom to fill a management textbook. Funny, thoughtful, honest and packed with practical lessons. A brilliant conversation with one of hospitality's most grounded leaders. Enjoy. Show Partner A big shout out to today’s show partner, RotaCloud — the people management platform built specifically for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from one simple, web-based app. It also makes life easier for teams, allowing staff to check rotas, request holiday, and pick up extra shifts directly from their phones. To find out more, head to RotaCloud This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #259 - Hospitality Meets Caroline Ottoy - Dough Balls & Big Dreams | 10 Jun 2026 | 01:11:03 | |
What do dough balls, coffee, Covid crisis meetings, global expansion, and one very determined mum have in common? This week's guest is Caroline Ottoy, Managing Director of WatchHouse. Today, WatchHouse is one of the most exciting hospitality brands on the planet, with 29 locations across the UK, USA and Dubai, and ambitious plans to reach 100 sites globally over the next few years. But Caroline's journey started in a very different place. A teenager destined for a science degree, a year spent slightly losing her way, and a mum who effectively packed her bags and sent her to hospitality university whether she liked it or not. Thankfully, she did. In this episode we chat about:
Some of my Favourite Quotables "Visions are irrelevant without great people" "Everything is about people. Everything" "I was a really good waitress. I'm telling you now, I could handle a big section" "We didn't really know what we were doing. We were just finding out as we went along" Along the way we explore leadership, resilience, culture, friendship, hospitality careers, and the extraordinary impact great people can have on the direction of our lives. One of my favourite moments came when Caroline reflected on receiving a message from a former team member years later, thanking her for the role she'd played in shaping his career and life. It's a beautiful reminder that in hospitality, we often have a far bigger impact on people than we ever realise. Funny, thoughtful, inspiring and packed with lessons for anyone building teams, leading people, or simply trying to figure things out as they go. And yes... There is a story involving enough dough balls to fill half of Bristol. Enjoy. Show Partner A big shout out to today’s show partner, RotaCloud — the people management platform built specifically for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from one simple, web-based app. It also makes life easier for teams, allowing staff to check rotas, request holiday, and pick up extra shifts directly from their phones. To find out more, head to RotaCloud This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #258 - Hospitality Meets Barrie Robinson - The Glass Collector Who Got Lucky | 03 Jun 2026 | 01:08:00 | |
What do holiday parks, imposter syndrome, accidental career sabotage, and one of the UK's most respected hospitality leaders have in common? This week's guest is Barrie Robinson, National Operations Director at Parkdean Resorts and Chair of the newly launched North Star Competitive Career Accelerator. Barrie's journey into hospitality wasn't exactly traditional. After lasting just six weeks at university ("reading newspapers and pretending to be a tree" wasn't quite the career path he'd envisioned), he started work as a glass collector in his local pub. Fast forward a few decades and he's now responsible for operations across the UK's largest holiday park operator. But the route between those two points is where things get interesting. In this episode we chat about:
Along the way we explore leadership, community, career development, truth-telling, resilience, and why some of the most valuable lessons in hospitality come from the moments you'd rather forget. Some Cracking Quotables "Hospitality is one of the UK's best-kept career secrets." "People don't come to work to do a bad job." "If you trust the truth, it is always the right thing to do." Barrie is thoughtful, honest, funny, and deeply passionate about helping people realise their potential. And if nothing else, this episode contains one of the greatest leadership stories ever told involving an Audi A6. Enjoy. Show Partner A big shout out to today’s show partner, RotaCloud — the people management platform built specifically for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from one simple, web-based app. It also makes life easier for teams, allowing staff to check rotas, request holiday, and pick up extra shifts directly from their phones. To find out more, head to RotaCloud This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #257 - Hospitality Meets Jonny Bramwell - Laughs & Balance | 27 May 2026 | 01:07:34 | |
This week I sat down with Jonny Bramwell, Regional Head of Operations for Rosa’s Thai — a man responsible for 22 restaurants, thousands of miles of motorway, and quite possibly the most unexpectedly philosophical conversation we’ve had on Hospitality Meets in a while. What starts as a chat about pubs, restaurants and leadership quickly becomes a brilliant conversation about burnout, ambition, balance, accidental life lessons, and why sometimes the best thing that can happen to your career… is getting sacked from your first hospitality job. There are stories of legendary £4.50 breakfasts, pub landlords who accidentally become life mentors, entrepreneurial chaos, brutal kitchen lessons, and one particularly wonderful moment involving a manager solving Phil’s chronic lateness problem with the revolutionary concept of… buying a second alarm clock. Groundbreaking leadership. Along the way, Jonny talks openly about the moments where hospitality nearly broke him, the dangers of arrogance disguised as ambition, and how learning to understand yourself is just as important as learning how to run a business. It’s thoughtful, funny, honest, slightly chaotic at times… and packed full of gold. In this episode, Jonny and I get into… • Why a bike accident and a few days in hospital unexpectedly sparked a fascination with medicine • Falling into hospitality almost by accident — and immediately becoming obsessed with food, drink and learning • Getting fired from his very first hospitality job… then finding his career-changing mentor in the pub next door • The magic of great pubs and why community operators still matter so much • How the right leader at the right moment can completely change someone’s life • Why hospitality relationships become so deep and enduring • The difference between management and true leadership • Burnout, arrogance, ambition and learning difficult lessons early in your career • Why some jobs teach you more in one year than others teach in ten • The brutal but brilliant education of kitchens and gastropub culture • The changing role of modern operations leadership in hospitality • Why coaching matters far more than fear • Work-life balance… or just “balance” full stop • How hospitality can become both your stress and your safe place at the same time • Why being comfortable isn’t always a bad thing • The importance of recognising what actually matters in your life before it’s too late • The joy, madness and sheer unpredictability of hospitality careers Some cracking quoteables from Jonny… “If you enjoy food and drink, it’s probably a pretty good industry to be in.” “I accidentally built roots in Reading.” “The enemy of your enemy is your friend.” “It’s a school of hard knocks.” “You’re one great day away from having a crap day.” “Hospitality became my place of joy.” And perhaps the most important leadership breakthrough in modern history: “If one alarm clock isn’t working… buy a second alarm clock.” Revolutionary stuff. Why this episode is worth your ears This one feels incredibly human. Yes, there’s loads in here about hospitality operations, leadership, career growth and team culture… but underneath all of that is a really honest conversation about figuring yourself out while trying to build a career at the same time. Jonny speaks brilliantly about the moments where things didn’t go well, the leaders who shaped him, the mistakes that taught him the most, and how hospitality has evolved from old-school fear-based management into something far more people-focused. It’s funny, reflective, occasionally chaotic, and full of the sort of stories that remind you why this industry gets under people’s skin in the first place. Also… Any episode featuring: • Pub philosophy • Angry chefs • Ping pong bars • A grammar school kid discovering kinaesthetic learning • And the phrase “the avenue of arsehole is a two-way street”… …was probably always going to be a good one. Show Partner A big shout out to today’s show partner, RotaCloud — the people management platform built specifically for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from one simple, web-based app. It also makes life easier for teams, allowing staff to check rotas, request holiday, and pick up extra shifts directly from their phones. To find out more, head to RotaCloud This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #256 - Hospitality Meets Adam Hamadache - Data, Dogs & Direct Bookings | 20 May 2026 | 00:56:07 | |
This week I sat down with Adam Hamadache, founder of Formula and host of the Hotel Growth Podcast, a man who has spent the last 15 years helping hotels figure out how to grow in an industry that never seems to sit still for more than five minutes. What followed was part hospitality strategy masterclass, part therapy session for modern business owners, and part beautifully chaotic conversation about AI, audience-less keynote speeches, and why hiring experts only to tell them exactly what to do might be “the definition of madness.” From working in a shoe shop during school work experience while dreaming of hotels, to shouting orders on the grill in a Sydney restaurant kitchen overlooking the Opera House, Adam’s journey is full of sharp pivots, curiosity, and a relentless obsession with solving problems properly. Along the way we get into the terrifying speed of AI, why hospitality still massively underuses its own data, what business owners can learn from bad football defending, and the deeply humbling experience of delivering a keynote presentation to an audience of… one. And honestly? The audience of one story alone is worth the price of admission (Which is free by the way) In this episode, Adam and I get into… • Why careers often evolve through curiosity rather than rigid planning • How a failed hotel promotion model accidentally launched an entire hospitality marketing career • The ongoing battle between hotels and OTAs, and why direct bookings still matter so much • What operators misunderstand about marketing partnerships • Why Formula made the bold decision to hire only highly experienced people • The power of friction, challenge and healthy disagreement in great businesses • Why “slow down to speed up” might be the most important business lesson of all • The terrifying speed of AI and how search behaviour is fundamentally changing • Why hospitality still isn’t using data and technology anywhere near its full potential • How fear of being left behind can push businesses into bad tech decisions • Why independent hoteliers often feel isolated when facing huge commercial challenges • The thinking behind Adam’s new hospitality advisory board concept And so much more. Some cracking quote-ables from Adam… “You don’t buy a dog and bark yourself” “Search has changed more in the last 18 months than in the previous 18 years” “You’ve got to slow down to speed up” “The bold, harder decisions are often much less expensive than the easy decisions you choose to tolerate” “Doing the same thing and expecting a different result is madness… but so is hiring experts and then telling them exactly how to do their job” Why this episode is worth your ears This is one of those conversations that goes way beyond marketing. Yes, there’s loads in here about AI, growth strategy, technology, customer behaviour and the future of hospitality… but underneath all of that is a really thoughtful conversation about leadership, humility, evolution and the importance of staying curious when the world feels like it’s changing at breakneck speed. Adam’s honesty around business ownership, difficult decisions, and learning to pause before reacting makes this one feel incredibly grounded and real. It’s also reassuringly human. Because sometimes even successful keynote speakers end up presenting to one confused bloke in a conference room. And somehow… that might actually be the perfect metaphor for modern business. Show Partner A big shout out to today’s show partner, RotaCloud, the people management platform built specifically for shift based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes, all from one simple, web-based app. It also makes life easier for teams, allowing staff to check rotas, request holiday, and pick up extra shifts directly from their phones. To find out more, head to RotaCloud This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #255 - Hospitality Meets Gareth Rees - Mindset, Misfit & Misunderstood | 13 May 2026 | 01:02:45 | |
This week, I sat down with Gareth Rees, and this is one of those conversations that feels properly important. Not just for hospitality… but for how we think about people, performance, and what “doing a good job” actually means Gareth now runs ADHospitalityD, with a mission to educate the industry on neurodiversity, breaking down misconceptions, supporting individuals, and helping businesses create environments where people can genuinely thrive. But his story starts where many of ours do… On the floor In this episode, Gareth and I get into…
Some cracking quote-ables from Gareth “We need to value the strengths, but appreciate the struggles” “I wasn’t failing… I just hadn’t been set up in a way that worked for me” “At Head of Department level, your output changes, and that’s where it hit me” “I could do the job… but I couldn’t do it the way everyone else expected” “You don’t ‘fix’ this, you learn how to work with it” Why this episode is worth your ears If you lead people… this one matters Because it challenges a lot of assumptions we make about:
Gareth’s story is a powerful reminder that not everyone operates the same way, and that’s not a weakness. In fact, when you understand it properly? It can be a huge strength And for an industry built on people… That’s something we can’t afford to ignore. Contact Gareth through his website at https://adhospitalityd.com/ or Instagram Show Partners A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #254 - Hospitality Meets Phil Andreopoulos - Planes, Pods & People | 06 May 2026 | 00:54:35 | |
This week on Hospitality Meets, Phil sits down with another Phil, that being Phil Andreopoulos, CEO of YOTEL, for a conversation that starts with washing pots in restaurants… and somehow ends with power naps, gorilla trekking, hotel disruption and leadership philosophy. Inspired by a first class airline cabin and created by the founder of YO! Sushi, YOTEL has always challenged the “that’s just how hotels work” mentality, and this episode dives into exactly why. Along the way, the two Phils discuss:
There’s also loads of brilliant insight around leadership, culture, growth and vision, without ever disappearing too far up its own backside. Phil Andreopoulos speaks openly about:
Some standout quotes from the episode: “Knowing yourself is a hugely underrated leadership skill” “If you leave gaps in communication, people will fill them” “We spend a huge amount of our lives at work. It should be successful… but it should also be fun” “You don’t build great teams by hiring people exactly like you” “Hospitality is one of the greatest industries in the world… and I still don’t think we tell that story well enough” There’s wisdom in this one. There’s humour in this one. There’s also a genuinely fascinating story about how a first-class airline seat accidentally became a hotel concept. Classic hospitality really. Somebody looked at a plane seat and thought: “…yeah, but what if we put a shower next to it?” 😂 Enjoy. Show Partners A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #253 - Hospitality Meets Guy Freedman - Fun, Fudge & Floodwater | 29 Apr 2026 | 00:52:44 | |
This week, I sat down with the brilliant Guy Freedman, Hotel Director at The Pig & The Pig in the Wall, and honestly, this one felt like a giant exhale. A conversation about leadership, yes. Culture, absolutely. But also… naked guests, rogue deer, flood rescues in a Land Rover, student days in a fudge kitchen, and why maybe fun has been unfairly underestimated as a serious business strategy. Guy’s journey, from a self-confessed chatty teenager being redirected out of the kitchen and into front of house, to Hotel Director at The Pig - is packed with warmth, mischief, humility and some beautifully simple thinking about what makes hospitality…well... hospitality. In this episode, Guy and I get into…
Some cracking quote-ables from Guy “We’ve always recruited personality.” “I got to play at those hotels” “If we can make it fun, people want to come to work” “Don’t take a step back” “There’s always adversity in this industry… so you may as well have fun with it” “It’s only work” (which somehow sounded profound in context) 🎧 Why this episode is worth your ears This one is a brilliant reminder that hospitality doesn’t have to choose between performance and joy. You can be serious about standards… and still be playful. You can lead through pressure… and still laugh. And maybe, just maybe, the teams that have the most fun are often the teams that perform the best. There’s loads in here about leadership, culture and community… but also some glorious stories that remind you why so many of us fell in love with this industry in the first place. And honestly? Any episode featuring fudge, floods and naked guests was always going to be worth a listen. Show Partners A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #252 - Hospitality Meets Basel Jabri - Saying Yes, Then Figuring it Out | 22 Apr 2026 | 01:11:04 | |
This week, I sat down with the brilliant Basel Jabri, and this one’s got everything. Global upbringing, accidental career pivots, iconic hotel brands, and a journey that goes from literally steering boats in Dubai… to leading people & culture across a luxury London hotel group. And the best bit? It all started with a dream that didn’t happen. In this episode, Basel and I get into…
Some cracking quote-ables from Basel “I didn’t choose hospitality… it chose me” “I grabbed the opportunity, I didn’t wait for the perfect plan” “At 25, your signature suddenly means something” “Dubai showed me the world before I ever travelled it” “You need to say yes first… and figure it out after” Why this episode is worth your ears If you’ve ever felt like your career didn’t go to plan… Good. Because Basel’s story is a brilliant reminder that sometimes the best paths are the ones you didn’t intend to take. There’s also a huge amount in here around:
Plus… more than a few stories you don’t hear every day Show Partners A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #251 - Hospitality Meets Newton Fernandes - Built Across Borders | 15 Apr 2026 | 00:55:01 | |
This week, I sat down with the brilliant Newton Fernandes - and this is one of those conversations that reminds you just how non-linear careers in hospitality can be. From starting out as a journalist, to working in airline reservations, to quite literally being invited across the road into a hotel career… Newton’s journey spans continents, cultures, and some seriously big roles. We’re talking global brand, marketing, and communications at a scale that’s hard to get your head around, but always grounded in one thing: understanding people. In this episode, Newton and I get into…
Some cracking quote-ables from Newton “I didn’t move into hospitality… I was invited into it” “Travel and hospitality are not separate industries, they’re one” “You can’t understand a hotel brand unless you’ve seen it on the ground” “Curiosity is more important than assumption” “The way you work in one country won’t work in another, you have to adapt” Why this episode is worth your ears If you’ve ever thought your career path is a bit all over the place… good. Newton’s story is proof that the most interesting careers are built through curiosity, opportunity, and saying yes to things you didn’t plan. There’s also a ton in here around leadership at scale, how you manage people, brand, and culture across different countries, different expectations, and different ways of working. And a reminder that in a global industry like ours… Understanding people is everything Show Partners A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #250 - Hospitality Meets Dawn Lister - Sales, Service & Stubornness | 08 Apr 2026 | 00:52:25 | |
This week, I sat down with the brilliant Dawn Lister - and honestly, I can’t believe it’s taken me this long to get someone from the world of sales on the show. And what an introduction to it this was. From wanting to be an air stewardess at 10 years old, to building a 20+ year career in hotel sales, Dawn’s journey is packed with graft, growth, resilience… and a lot of persistence (some might call it “relentless follow-up” 😅). Now Sales Director for B&B Hotels UK, Dawn brings a no-nonsense, people-first approach to an area of hospitality that often gets misunderstood, and massively underestimated. In this episode, Dawn and I get into…
Some cracking quote-ables from Dawn “Revenue isn’t revenue until it’s banked” “Hope is not a strategy” (Dammit) “If you’re not the right fit, that’s fine, but let’s have the conversation first” “We’re all selling similar products… the difference is how you make people feel” “Some people told me to stop calling… those are the ones I enjoyed winning the most” Why this episode is worth your ears If you’ve ever worked in sales, or been on the receiving end of it, this one’s for you. Dawn strips it right back to what great sales actually is: curiosity, conversation, and care. There’s no fluff here. Just real insight into what it takes to build relationships, handle rejection, and lead teams in a world where everyone’s selling something similar. And if nothing else… you’ll never look at a follow-up call the same way again Show Partners A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #249 - Hospitality Meets Paul Hunter - No Plan Survives Real Life | 01 Apr 2026 | 01:01:41 | |
This week, I sat down with the brilliant Paul Hunter, and after nearly a year of trying to make it happen, we finally got the conversation in the can. And it was worth the wait. From early days in hospitality (and admittedly being a “bit of a mischievous lad”) to launching hotels across London, navigating redundancy during COVID with twin new borns, and now stepping into a brand new luxury estate role back in Yorkshire… Paul’s journey is packed with honesty, resilience, and a proper appreciation for the twists life throws your way. We talk about growth, mistakes, leadership, and why sometimes the plan you had isn’t the one you end up living, and that’s exactly where the magic happens. In this episode, Paul and I get into…
Some cracking quoteables from Paul “You can have a plan… and then something comes along and completely changes it” “I think that’s where I learned hotels” “Mistakes aren’t bad things, they just mean you tried something different” “If you’re not making mistakes, you’re probably playing it too safe” “Life’s about making mistakes… as long as you learn from them” “You don’t get that level of success without being great at what you do” Why this episode is worth your ears If you’ve ever felt like your career hasn’t gone in a straight line… good. That’s exactly the point. Paul’s story is a brilliant reminder that growth often comes from the unexpected, whether that’s a tough boss, a redundancy, a relocation, or just saying yes to a conversation you didn’t see coming. There’s loads in here about leadership, resilience, and the importance of early opportunities in shaping careers, especially in hospitality. Whether you’re just starting out or leading teams of your own, this one will give you a fresh perspective on what progress actually looks like. Show Partners A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #248 - Hospitality Meets Gemma Glasson - Structure, Sunshine & a Flaming Bull | 25 Mar 2026 | 01:11:33 | |
This week I sat down with the brilliant Gemma Glasson, Managing Director of Wahaca and one of those leaders whose journey reminds you that careers rarely move in straight lines… and thank God for that. From starting out in the world of KPMG and Ernst & Young, to stepping into hospitality with a desire to have more impact, more energy, and a bit more colour in her working life, Gemma’s story is packed with intelligence, curiosity, self awareness, and the kind of warmth that makes you understand very quickly why she’s ended up where she is. Along the way there are some absolute gems… including a debate on whether salt and vinegar crisps should be blue or pink, a trained accountant being completely undone by coins at a school bake sale, and a glorious story from Mexico involving mezcal, a brass band, and a firework bull ending up on Thomasina Miers’ head. Standard! But underneath the laughs is something deeper, a conversation about finding work that actually fits who you are, leading with both structure and energy, and why hospitality only really works when you remember it’s a people business first. In this episode, Gemma and I get into… • Starting out in accountancy and why big professional service firms can give you an incredible foundation • The moment she realised she was leaving part of herself, her “yellow energy”, on the table • Moving into Wahaca and being told, essentially, to come in and get stuff done • Why entrepreneurial energy and structured execution can be a brilliant combination • Growing through the business from commercial roles to food, COO and now Managing Director • What it means to help lead a much-loved British restaurant brand as it turns 18 • Why hospitality is equal parts exhausting and exhilarating • How Wahaca thinks about people, guest experience and profit, and why that order matters • The power of pride in creating consistency, care and brilliant guest experiences • Building authentic brand partnerships with Attis, Dusty Knuckle and local bakeries around the UK • The role curiosity plays in building culture, collaboration and better ideas • Why understanding personality types can improve leadership, communication and team dynamics • How to deal with uncomfortable conversations before they become bigger problems • Why fun is not the opposite of seriousness — it might actually be one of the best ways to get serious things done Some cracking quote-ables from Gemma “You have to take ownership of your own positivity” “We are a people business who just happen to serve food and drink.” “Get rid of the sand” “Know the difference between what you know and what you think you know” Why this episode is worth your ears If you’ve ever found yourself wondering whether the career path you’re on really fits who you are… this one will hit home. Gemma’s story is a brilliant reminder that leadership doesn’t have to look one certain way, and that some of the best careers are built when you stop trying to fit the mould and start understanding what actually energises you. It’s also a cracking conversation about brand, culture, people, hospitality, and the magic that happens when you combine structure with curiosity. And if nothing else… Come for the leadership wisdom. Stay for the flaming bull in Mexico. Show Partners A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #247 - Hospitality Meets Chris Eigelaar - Golf, Graft & Great Leadership | 18 Mar 2026 | 00:56:43 | |
What do you get when an introvert ends up running one of the most iconic hospitality resorts in the country? A very good reminder that the loudest person in the room isn’t always the best leader This week, after what feels like about 17 years of trying to line up diaries, I finally sat down with the legend that is Chris Eigelaar, Managing Director of The Belfry Hotel & Resort. Now, if you know The Belfry, you’ll know it’s not exactly a sleepy little B&B with a bowl of mints on reception. We’re talking world famous golf, huge events, 468 bedrooms, 1,100+ team members, a £90m transformation, and the kind of sporting history that makes golf fans go a bit weak at the knees. And yet, underneath all of that, Chris is one of the most grounded, thoughtful leaders you could hope to meet. We talk about growing up in hotels in South Africa, arriving in London with a thousand quid and a return ticket, learning that he was a much better front of house operator than chef… and why understanding yourself might be one of the most important things you ever do in leadership. Also, yes, there is a story involving a documentary, a fake power cut, and a perfectly timed on camera jump. Which is, obviously, exactly the sort of thing I’m here for. In this episode, Chris and I get into… • Growing up in a hotel family, where hospitality was basically in the wallpaper • His dad giving him two career options: the Navy… or hospitality • Starting out wanting to be a chef before being politely redirected elsewhere • Moving to London with £1,000, traveller’s cheques, and vibes • Picking up whatever work he could get, including some wonderfully random shifts • Helping open the Sofitel St James and building his early career in luxury hospitality • Why he briefly left hotels… then realised he missed the madness • Landing at The Belfry and leading one of the most iconic resorts in the UK • What it really takes to deliver a £90m investment programme in a live business • Why he believes in a flat structure, open doors, and walking the floor • Learning not to force yourself into someone else’s leadership mould • Why being an introvert in hospitality is not a weakness • The power of good mentors… and the lessons bad ones teach you too • Resilience, togetherness, and what tough moments reveal about teams • Why one great golf shot is enough to make you think you’re Tiger Woods for 3 seconds Some cracking quotes from Chris “Hospitality chooses you” “Just be comfortable with yourself” “My role is to remove barriers so people can do their jobs” “There’s no right or wrong leadership style, it’s how you use it” “If one person does it, everybody does it, that’s hospitality” Why this episode is worth your ears This one’s for anyone who’s ever felt like they didn’t quite fit the “standard” idea of what a hospitality leader is supposed to look like. Chris is proof that you don’t need to be the biggest voice in the room. You don’t need to be all jazz hands and noise (Sorry, I'll tone it down... I won't) You just need to know your people, know yourself, and create the sort of environment where others can do their best work. Also, if you fancy a bit of behind-the-scenes Belfry brilliance, leadership wisdom, golf chat, and a story about jumping away from an electrical unit on camera… You’re in very safe hands. Show Partners A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #246 - Hospitality Meets Conrad Brunton - Cockroaches in the Bloodstream | 11 Mar 2026 | 01:03:31 | |
Show your support for Hospitality Sector Letter to the Chancellor What happens when two people who love a bit of unstructured behaviour get together for a structured conversation? The answer? Lots of unstructured conversation This week I sat down with Conrad Brunton, founder of Tonic Talent, passionate hospitality advocate, charity champion, networking powerhouse… and a man who clearly believes that if you’re going to do something, you might as well do it properly. Before we get into his journey. Conrad is seeking your help. If you have even a tiny sliver of love for Hospitality, please follow the link at the top of the page and put your name to support his open letter to the chancellor To his story, From washing pots at 14, to running the best fish and chip shop in England (Genuinely), to bankruptcy, to building a respected recruitment business and one of the Midlands’ most influential hospitality networks, Conrad’s story is packed with resilience, humour, honesty, and a few brilliant war stories. Including… dropping a potato down the shirt of a senior British politician just before he went on stage Yes. That actually happened. But underneath the laughs is a deeper conversation about pride in your work, why hospitality people are wired differently, and the importance of standing up for an industry that so many of us love. In this episode, Conrad and I get into… • Starting in hospitality at 14 as a KP and discovering the “buzz” of kitchens • The concept of restaurants being “a cockroach in the bloodstream” (credit: Sir Terence Conran) • Working at incredible places like Simpsons, Malmaison and the Fat Duck • Opening a fish and chip shop, and eventually being named the best in England • What bankruptcy really teaches you about resilience and self-belief • Why recruitment is really about conversations, not CVs • Building Tonic Talent, now celebrating 10 years in hospitality recruitment • Why great recruiters should feel like an extension of your brand • The importance of culture, accountability, and simple things like a good checklist • The incredible power of hospitality communities and networks • Why the industry needs to stand up for itself right now more than ever Some cracking quoteables from Conrad “Restaurants are like a cockroach in the bloodstream, once it’s there, it never leaves” “If you’re going to do something, do it to the absolute best of your ability” “I don’t actually like recruitment… I like the conversations” “Treat people the way you’d want to be treated, it’s not complicated” “Hospitality people love what they do. Not many industries can say that” Why this episode is worth your ears Conrad’s journey is a brilliant reminder that hospitality careers are rarely straight lines. They’re messy. They’re unpredictable. Sometimes they knock you flat. But if hospitality gets into your bloodstream… You tend to find your way back. And along the way you might build something pretty special. Just try not to drop a potato down anyone’s shirt. Show Partners A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #245 - Hospitality Meets Ella De Beer - Electric Mayonnaise & Chicken on a Stick | 04 Mar 2026 | 00:53:17 | |
This week I sat down with the brilliant Ella de Beer co-founder of Electric Mayonnaise and one of those hospitality people whose career reminds you just how brilliantly unpredictable this industry can be. From waitressing at 14 in South Africa (while telling everyone she was 16… obviously), to opening restaurants, running pubs, building multi-site businesses, leading people functions at brands like Ottolenghi & MJMK and now helping shape the next generation of hospitality leaders, Ella’s story is packed with graft, curiosity, and a healthy dose of “why not give that a go?” Along the way there are some absolute hospitality gems… including the moment she handed Leonardo DiCaprio chicken on a stick, worked 3am Soho finishes fuelled by “Chinese tea” and helped open a 300 cover restaurant just as the financial crash hit. Ideal timing. But underneath the brilliant stories is something deeper, a conversation about the power of hospitality as a career, the importance of learning by doing, and why developing people might just be the most important job our industry has. In this episode, Ella and I get into… • Starting in hospitality at 14 and discovering confidence through people • Moving from South Africa to the Netherlands (and learning Dutch while running a restaurant) • The chaos, glamour and 600-cover Saturdays of Soho hospitality in the early 2000s • Why big volume restaurants teach you lessons you never forget • The moment a 300-seat opening met the global financial crash • What London operators learn the hard way when they buy countryside pubs • Building "Sourced Market" at St Pancras and what happens when 1,500 small suppliers meet train station footfall • Moving from operations into people leadership, and why ops experience changes everything • The unique magic (and slightly chaotic brilliance) of working at Ottolenghi • Why hospitality might be the best industry in the world for social mobility • How Electric Mayonnaise is rethinking hospitality education through apprenticeships • And why learning in hospitality should always be practical, human, and immediately useful Some cracking quote-ables from Ella “Hospitality is where I found my confidence” “You could stand behind the till at St Pancras for eight hours and never stop serving” “Hospitality has to be taught by people who’ve actually done it” “We’re just teaching the way we all learned, by doing the job” “Our responsibility is to show young people this industry can be a real career” Why this episode is worth your ears If you’ve ever started in hospitality with no real plan… and somehow found yourself building a career along the way, this episode will feel very familiar. Ella’s story is a brilliant reminder that hospitality isn’t just about service or restaurants. It’s about confidence, opportunity, learning on the job, and giving people a chance to grow into something bigger than they thought possible. And if that doesn’t make you proud to be in hospitality… You might be in the wrong trade Show Partners A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #244 - Hospitality Meets Roddy Watt - Still Building | 25 Feb 2026 | 00:50:27 | |
Still Building Born in a hotel, thrown out of university Built the UK’s biggest hospitality recruitment business, Lost control of it, Lost his driving licence, Broke his back. You'd think this was a lesson in how not to do it? But far from it! This week on Hospitality Meets, I sit down with Roddy Watt, recruitment pioneer, hotel strategist, owner of one almighty black book and living proof that setbacks are not full stops, they’re commas. In This Episode
Built. Lost. Still Building Roddy helped shape hospitality recruitment in the UK. 15 offices. Hundreds of consultants. Market leader. Then came the flotation. The numbers. The pressure. The reality check. And a particularly memorable week involving: • Losing his company • Losing his driving licence • Falling off a horse and breaking his back His summary? “That was a week.” No violin music. Just perspective. And learning that sometimes your worst week becomes the beginning of your next chapter. This episode is funny, honest, slightly outrageous in places, and packed with lessons you only get from someone who’s been around the block a few times 🎧 Listen now: https://linktr.ee/Hospmeetspod Show Partners A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #243 - Hospitality Meets Douglas Balish - Forged in the Kitchen | 18 Feb 2026 | 01:11:40 | |
From Baptism of Fire to Michelin Leadership This week on Hospitality Meets, Phil sits down with Douglas Balish - Executive Chef and Director at Grove of Narberth, Hotel Chef of the Year, and a man shaped by some of the toughest kitchens in the business. From washing dishes in Ayrshire… To getting “pans thrown at his head” To learning to run in kitchens where nobody walked… To leading his own Michelin starred brigade And all of the lessons that come with that This is a candid episode about pressure, humility, growth — and the fine line between breaking someone and building them. In This Episode
Baptism of Fire Douglas doesn’t sugarcoat it. His early Michelin experience was brutal. 80-hour weeks. Staff accommodation from hell. Being told he was useless. Working until nothing fazed him. And yet, he doesn’t look back with bitterness. He looks back with perspective. Because for him, that pressure didn’t break him. It sharpened him. Not because bullying is good (Obviously) but because understanding why something is happening matters The Psychology of Kitchens There’s a fascinating thread in this episode. Douglas nearly studied psychology. Instead, he learned it in kitchens. He talks openly about:
And most importantly, how that shaped the leader he is today. He’s clear: Management isn’t one-size-fits-all. Some chefs need an arm around them. Some need structure. Some need challenge. The job is knowing the difference. From Scotland to Sydney His journey takes him through:
At Quay, he experienced world stage dining, huge covers, relentless precision, global recognition. At smaller, creative restaurants, he discovered something else: The kitchen has to suit the chef. Because even talent struggles in the wrong environment. Leadership Now Today, at Grove of Narberth, Douglas does things differently. Yes, standards are high. Yes, precision matters. But:
Because he remembers what it felt like to be thrown in without support. And he’s determined to build strength, not just resilience. Stand-Out Reflection “At some point you’ve got to become head chef” "And when you do — you’d better know who you are" This episode is honest, Unfiltered, and full of insight for anyone leading teams under pressure Show Partners A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #242 - Hospitality Meets Caitlin Owens - Regenerative Hospitality | 11 Feb 2026 | 00:54:21 | |
Building a Regenerative Farm Stay This week on Hospitality Meets, Phil sits down with Caitlin Owens, Managing Director and co-owner of Fowlescombe Farm, a luxury farm stay in Devon built on regenerative farming principles. What started as a family meat farm became a pub What started as a consulting career became a hospitality adventure. What started as “how hard can it be?” became… chlorine spraying out of beer lines. This episode is about naivety, chaos, regenerative farming, and why hospitality might just be the most beautifully human industry of them all. In This Episode
From Farm to Fork, For Real Fowlscombe isn’t just “farm to table” as a marketing line The farm is regenerative The soil health is measured Animals fertilise the land naturally Monoculture is avoided The hospitality exists because of the land, not the other way around Chaos, Sheep & Beer Showers Running the family pub (The Millbrook) during post-lockdown mania meant:
Skills from “Outside” Hospitality Caitlin didn’t climb the traditional hospitality ladder. Her background in consultancy gave her:
A reminder that hospitality doesn’t need to be a closed shop. Different backgrounds make stronger teams. Regenerative Hospitality For Caitlin, sustainability isn’t just environmental. It’s about:
You won’t find 24-hour room service and 200 menu options. You’ll find five carefully chosen cocktails. One menu per day. Ingredients picked from the garden. Intentional. Grounded. Memorable. Standout Line “Hospitality operates on the edge of chaos. The critical success factor is staying on the right side of it” This is an episode about: Taking risks. Backing instinct. Building something rooted in the land. And discovering that sometimes, the best leadership inspiration comes from Ted Lasso. Show Partners A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #241 - Hospitality Meets Will Fraser - Why Understanding Drives Performance | 04 Feb 2026 | 01:01:39 | |
Why Understanding Drives Performance This week on Hospitality Meets, Phil is joined by Will Fraser, co-founder of Pineapple, founder of 100 & First, and former professional rugby player. What begins as a conversation about people data quickly becomes something deeper, a clear eyed look at why teams struggle, why talent alone isn’t enough, and why most performance problems come down to misunderstanding, not ability. This is a calm, thoughtful episode about clarity, context, and why better conversations beat better strategies. In This Episode
From Elite Sport to Hospitality Will’s thinking was shaped during his time at Saracens, where a strong focus on people and culture transformed performance under pressure. After injury ended his playing career, Will began applying those lessons in business, and quickly noticed a gap between how elite teams operate and how most organisations try to drive results. The biggest difference? Shared understanding What the Data Shows Through Pineapple, Will now works with hospitality businesses to understand patterns around:
One consistent insight stands out: Greater stability and internal progression = lower turnover. Simple. Powerful. Rarely acted on. The Talent Myth Will challenges the idea that great performers can simply be “moved” and expected to thrive. Drawing on examples from football, including Brighton & Hove Albion and Brentford, he explains why performance is often owned by the system, not just the individual. Change the context, and performance usually dips. Stand-Out Thoughts
Why Listen This episode is for anyone who has:
It’s a reminder that teams don’t fail because they don’t care, they fail because they don’t understand. And understanding only comes from time, clarity, and conversation. Show Partners A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #240 - Hospitality Meets Klaudia Mitura - Prepare To Be Happy | 28 Jan 2026 | 00:53:30 | |
Prepare. To. Be. Happy. Returning to Hospitality Meets, Klaudia Mitura - work psychologist, L&D leader at the Science Museum Group, host of The Happiness Challenge podcast, author of The Alphabet of Happiness, and an actual Certified Chief Happiness Officer (yes, really) delivers one of the most uplifting, honest, and quietly powerful conversations we’ve ever recorded. This episode is not about toxic positivity, pretending everything’s fine, or slapping a smile on life’s messier moments. It’s about science backed happiness, micro habits, curiosity, resilience, and learning how to live with the noise in your head - not silence it. It’s warm. It’s funny. It’s deeply human. And it might just change how you think about happiness altogether. In This Episode
Happiness, But Not the Cringey Kind Klaudia is very clear on one thing: This is not about toxic positivity. It’s not about ignoring grief, stress, uncertainty, or the very real challenges of life and work. It’s about acknowledging them and giving yourself the tools to cope, recover, and move forward. As Klaudia explains, happiness:
Or put simply: Happiness doesn’t deny reality. It helps you deal with it. Stand-Out Quotes “Happiness is not a destination. It’s a starting point” “We regret not allowing ourselves to be happier” “You can be going through something hard and still experience joy” “Happiness fuels kindness. Without it, we can’t change anything” “You don’t need a life overhaul - you need small habits, done consistently” Why Listen This episode is for you if:
It’s a reminder that happiness is not selfish. It’s not fluffy. And it’s definitely not accidental. As Klaudia dares us all to do: 👉 Be 1% happier. That’s enough. Get her book here - https://amzn.eu/d/gDRfFyd Show Partners A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #239 - Hospitality Meets Dulcie Swanston - It's Not Bloody Rocket Science | 21 Jan 2026 | 01:14:45 | |
This week on Hospitality Meets, Phil sits down with Dulcie Swanston, bestselling author, executive coach, leadership trainer, neuroscience and psychology “magpie,” and one of the clearest thinkers you’ll ever meet in hospitality. Dulcie’s career spans 23 years at Bass PLC / Mitchells & Butlers, senior HR leadership, graduate programme design, global executive coaching, and now running multiple businesses that all share one simple mission: Make complicated things simple, and usable now! From accidentally falling into hospitality after realising acting wasn’t for her… to becoming one of the most trusted leadership thinkers in the industry… this episode is packed with stories, insight, Yorkshire humour, and a lot of truth. In This Episode
Imposter “Syndrome”? Not Here. One of the standout sections of the episode is Dulcie’s reframing of imposter syndrome which she refuses to call a syndrome at all. Instead, she calls it: Well, tune in to find out Her take? “If you think you’re finished as a leader or coach — you’re finished.” She shares powerful imagery about the two voices on our shoulders, why our brains constantly lie to protect us, and how learning to notice those lies without shame is the key to growth. Stand-Out Quotes “Happy people make more money.” Dulcie Swanston “The brain isn’t a video recorder — it’s an editing machine.” Dulcie Swanston “Great leaders get their teams to perform brilliantly when they’re not there.” Dulcie Swanston “If you think you’re done learning — move aside.” Dulcie Swanston “Comfort with ambiguity is one of the greatest leadership strengths there is.” Dulcie Swanston Why Listen This episode is a goldmine for anyone who:
It’s a conversation about leadership without ego, growth without jargon, and thinking better so work doesn’t feel like work. As Dulcie puts it perfectly: “When work doesn’t feel like work — that’s when you know you’re in the right place.” Enjoy! Show Partners A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #238 - Hospitality Meets Matt McCabe - The Mayonnaise Principle | 14 Jan 2026 | 00:52:47 | |
This week on Hospitality Meets, Phil sits down with Matt McCabe, Founder of Subu Connect - a platform created to bridge the gap between food and beverage suppliers and global buyers across airlines, foodservice and hospitality. Matt’s story is one of curiosity, courage, accidental brilliance, and a lot of beautifully human learning along the way. From a 19-year-old Irish hotel management student taking a leap into a German kitchen… to buying food for prisons, parliaments and planes… to building his own tech platform from scratch - this is a masterclass in connection, leadership, humility and trust. It also includes one of the greatest stories ever told on the podcast involving… mayonnaise. In This Episode
Stand-Out Quotes “I never really believed in myself. I was waiting for the lightbulb moment — and I used that as an excuse not to start” “Every connection matters. No conversation is ever wasted” “I physically feel it when the company struggles — like you would with a child or a loved one” “We’re not the stars — the suppliers are. We’re just the stage” “People didn’t invest in the platform. They invested in me and what I stand for” Why Listen This episode is a beautiful exploration of:
It’s a reminder that success is rarely linear, confidence often arrives late, and the most meaningful careers are built through people, not plans. A joyful, human, wise and quietly powerful conversation. Show Partners A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #237 - Hospitality Meets Chetan Bhanot- Hotels, Humour & Human Moments | 07 Jan 2026 | 00:52:42 | |
This week, Phil sits down with Chetan Bhanot, Group General Manager of The Mandeville Hotel in Marylebone and Pendley Manor in Hertfordshire - two stunning properties he leads with equal parts humility, humour and impressive calm. Chetan’s story spans 32 years in hospitality, from hotel school in India, to Hilton and InterContinental, to JW Marriott Mumbai’s first-ever opening, to London’s NH Hotels, Harrington Hall, and now a dual-property leadership role he’s held for nearly a decade. It’s a journey filled with learning, pressure, kindness - and the occasional guest who forgets where they left their car. This episode is rich with leadership lessons, humanity, and proper belly laughs. In This Episode
And the Funny Story You Have to Hear… A guest storms into reception convinced his car has been stolen from the hotel. Police nearly called. Panic everywhere. Then CCTV... I'll let you tune in to hear Stand-Out Quotes “You’re not what happens to you — you are how you choose to rebuild” “During COVID, we didn’t open once — we opened four times. And every time, the team stood together” “Failure is a negative word. Replace it with ‘learning’ — it changes everything” “A team works when ego and job titles are left at the door” “People held the ladder for me. Now it’s my turn to hold it for others” Why Listen This episode is a masterclass in:
Chetan’s story is proof that leadership isn’t taught — it’s lived, experienced, and shaped through humanity, humour and hard days. A proper hospitality heart-warmer. Show Partners A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #236 - Hospitality Meets Simon Casson - The Boy They Called a Failure | 24 Dec 2025 | 01:08:37 | |
To watch this episode, head to https://youtu.be/tMghGC2VZMo This week, we’re in one of the stunning bedrooms at Corinthia London, talking to a man whose story genuinely feels like a film. Simon Casson, now CEO of Corinthia Hotels and former President EMEA at Four Seasons, was once told at 15 that he was a failure, that his education was over, and that he should “learn to fix cars or join the army” He went home devastated. His mum came back from a bar shift, wrapped her arms around him and said: “Simon, you’re special. You’re going to be a leader of men. You’re going to achieve great wealth and success. And I believe in you” From washing dishes and sleeping in a room above a local restaurant… to becoming the youngest GM in Four Seasons… to running 45 hotels and 17,000 people… to now leading Corinthia’s push to “challenge luxury’s usual suspects” - this is a story of belief, graft, failure, and a very people first kind of success. In This Episode
Stand-Out Quotes “When the whole world’s saying, ‘No, you can’t,’ you really just need one person to say, ‘Yes, I believe in you. You can.’” “We’re all masters of our own destinies. We all have to polish our own diamond.” “Leadership has to be rooted in humanity. It has to be rooted in kindness. It has to be anchored in really caring about people’s stories.” “The absence of criticism is not the same as the provision of support.” “You’re refined in that fire of defeat and failure and self doubt. Or you’re not. Or you fail” “It’s about getting comfortable with the imbalance, that work is life and life is work” Why Listen This isn’t just a “big job” CV walk through. It’s:
If you’ve ever felt “not academic enough”, worried you’re an imposter, or wondered how people at the very top actually think about leadership and life… this one is for you. Frankly, there's something for everyone in here. Show Partners A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil Also, a massive shout out to our new show partners Apron Running a hospitality business means juggling endless payments - from suppliers to staff - all while keeping cash flow in check. That’s where Apron helps. With Apron Bill Pay, you can manage every supplier payment in one place, approve and schedule bills, and sync automatically with Xero or QuickBooks. And with the Apron Card, your team can spend easily while you stay in control - and earn rewards on every purchase. Learn more at getapron.com. This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #235 - Hospitality Meets James McComas - Naked Guests, Flooded Bars & Leadership | 17 Dec 2025 | 00:50:49 | |
Every now and then, an episode arrives that contains everything we love about hospitality: chaos, heart, humour, problem solving… and at least two stories involving naked guests. This week Phil chats with James McComas FIH, General Manager of Eastwell Manor, part of the Champneys Group. At 6'5", James is one of the tallest men Phil knows — which, as it turns out, comes with unexpected job perks But behind the laughter sits a deeply thoughtful leader with a wonderfully varied hospitality journey: from growing up on army bases and falling into hotels at 15, to adventuring across the US, spending five transformational years in New Zealand, then returning to the UK to run heritage properties, country houses and boutique hotels. In This Episode
Stand-Out Quotes “The absence of criticism is not the same as the provision of support” “You almost can’t be wrong — because in that moment, you don’t yet know what ‘right’ is” “Everywhere I’ve worked, I’ve come away grateful for what I’ve learned” “These stories balance out the tough days — they remind you why we do this” Why Listen This episode is everything hospitality really is: funny, unpredictable, emotional, human, and a lifelong learning journey. James brings:
And behind the humour is a leader who genuinely loves this industry, and shows you exactly why Enjoy! Show Partners A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil Also, a massive shout out to our new show partners Apron Running a hospitality business means juggling endless payments - from suppliers to staff - all while keeping cash flow in check. That’s where Apron helps. With Apron Bill Pay, you can manage every supplier payment in one place, approve and schedule bills, and sync automatically with Xero or QuickBooks. And with the Apron Card, your team can spend easily while you stay in control - and earn rewards on every purchase. Learn more at getapron.com. This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #234 - Hospitality Meets Tom James - Ego at the Door, People at the Centre | 10 Dec 2025 | 01:02:01 | |
If you’ve ever wondered what happens when you mix hustle, humility, a bit of chaos, and a moment of pure stage-fright… this episode has you covered. This week, I sat down with Tom James, Managing Director of Bill’s Restaurants, and a man whose career has taken him from glass collector to running iconic hospitality brands with a detour involving an incident with Jamie Oliver. Is that really his name? it’s every bit as painful and glorious as it sounds. But beyond the comedy gold, Tom brings serious insight on leadership, culture, brand evolution, and the real work behind transforming a casual dining business in a turbulent market. In This Episode
Stand-Out Quotes “You’ve always got to find a way. The failures… what are the learnings? How can I do it better?” “The nicest, kindest, most generous man I’ve met in hospitality is Bill — he’s still our cultural benchmark.” “Six out of ten is saying: try somewhere else next time.” “The best loyalty comes from emotional connection — not discounting.” “I learned more in four weeks running that hotel than in the entire year before.” Why Listen This episode is a masterclass in:
And above all, Tom’s story is a reminder of why this industry is so special: it takes good people, stretches them, teaches them, shapes them — and occasionally gives them stories they’ll never, ever live down. Including Jamie Oliver Show Partners A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil Also, a massive shout out to our new show partners Apron Running a hospitality business means juggling endless payments - from suppliers to staff - all while keeping cash flow in check. That’s where Apron helps. With Apron Bill Pay, you can manage every supplier payment in one place, approve and schedule bills, and sync automatically with Xero or QuickBooks. And with the Apron Card, your team can spend easily while you stay in control - and earn rewards on every purchase. Learn more at getapron.com. This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #233 - Hospitality Meets Gemma McFall - The Brain Behind Your Pain | 03 Dec 2025 | 00:46:44 | |
This week, we’re talking about something every hospitality person knows all too well: pain. Back pain. Neck pain. Shoulder pain. “I’ve been on my feet for 14 hours” pain. But what if… most of it isn’t actually coming from your body? Enter Gemma McFall (Gemma McFall – Pain Reprocessing Therapist)— Chronic Pain Recovery Coach, former hotel HR leader, Disney alum, and the only person whose first hospitality shift involved covering herself in six bowls of soup. A true industry baptism. 😂 Gemma lived with debilitating chronic pain for ten years — through hotels, homeworking, young kids, and long haul flights — before discovering the science that completely changed her life. Now, she helps hospitality people understand the one thing no one ever told us: 👉 Pain is created in the brain — and it can be unlearned. In This Episode
Gemma’s stand-out lines “Pain becomes a learned response — it’s predictive coding” “Being old doesn’t equal being in pain” “The smartest people have the worst pain” “People get used to being in pain. It becomes a way of being” Why ListenIf you’ve ever blamed your job, your shoes, your mattress or your age for your aches, this episode will change your thinking completely. It’s funny, practical and properly eye-opening. A genuine life-upgrade episode. Show Partners A big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil Also, a massive shout out to our new show partners Apron Running a hospitality business means juggling endless payments - from suppliers to staff - all while keeping cash flow in check. That’s where Apron helps. With Apron Bill Pay, you can manage every supplier payment in one place, approve and schedule bills, and sync automatically with Xero or QuickBooks. And with the Apron Card, your team can spend easily while you stay in control - and earn rewards on every purchase. Learn more at getapron.com. This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #232 - Hospitality Meets Jacu Strauss - Creating Stories in Space | 26 Nov 2025 | 00:53:26 | |
This week, I sat down with Jacu Strauss, Architect, Designer and Creative Director of Lore Group - the team behind iconic hotels like Sea Containers London, Pulitzer Amsterdam, Riggs Washington DC, Lyle, and 100 Shoreditch. Jacu’s journey is extraordinary From growing up in the Kalahari Desert, dreaming up imaginary worlds, teaching himself to draw and paint, and spending Christmases in his grandfather’s 20 room desert hotel… to studying architecture at the Bartlett, landing a role with Tom Dixon, designing Sea Containers having never done a hotel before, and ultimately shaping some of the most distinctive hotels on the planet. This is creativity, curiosity, and courage in its purest form. In this episode, Jacu and I dive into…
Quotes from Jacu “I grew up in the Kalahari Desert… I had to create my own world” “Creativity is just problem solving” "Attitude is everything” “You can’t fool people in a hotel” “It’s not just about the end product - it’s about the journey” “Interiors should be about people. Imperfection is the most beautiful thing” “Smell is sometimes the first impression… sometimes even before you walk into a space” “I want guests to write their own story, not have an experience forced on them” "If you skip the first step - experimentation - it’s difficult to complete a project successfully” “There are no rules in design. You have to create your own rules all the time” Why this episode is worth your time If you’ve ever walked into a hotel and thought, “Why does this just… feel good?” This conversation is the answer. Jacu brings a rare blend of thoughtful philosophy, meticulous craft, and playful human insight. It’s a deep dive into the creative mind behind some of hospitality’s most beautiful spaces and a reminder that design is really about people, comfort, and emotion, not just aesthetics. It’s poetic, practical, and properly inspiring Show Partners A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #231 - Hospitality Meets Dan Barnes - Cutlery Polishing & Culture Building | 19 Nov 2025 | 01:13:37 | |
This week, I sat down with Dan Barnes, Managing Director of Flourish Hospitality, a learning and development consultancy built on one simple idea: that every moment in hospitality is a chance to help someone grow. Dan’s story is one of those brilliant hospitality journeys that started with polishing cutlery and pretending to be a grown-up in a suit and somehow led to building learning cultures across hotels, restaurants and private members’ clubs. From Marriott to Edwardian Hotels, Caprice Holdings and now Flourish, Dan’s career has been a masterclass in curiosity, creativity, and learning the hard (but hilarious) way. In this episode, Dan and I dive into…
Dan Barnes Quotes “Learning and development is the one truly positive role where every interaction is positive.” “It doesn’t have to be perfect for it to be wonderful.” “If you’re good at L&D, you build rapport — which is essentially hospitality skills.” “You can’t inspire people on day one with food safety. Orientation should be about joining the journey.” “As long as you’re passionate about hospitality, you can find a career anywhere.” Why this episode is worth your time Dan embodies everything great about hospitality learning, heart, humour, and humility. This episode is packed with wisdom for anyone who’s ever tried to train, lead, or inspire a team while the fire alarm’s going off. It’s honest, it’s funny, and it’s full of lessons about resilience, storytelling, and why you should always leave space for people to find their own answers. Show Partners A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #230 - Hospitality Meets Jo Morgan - Making Someone's Day | 12 Nov 2025 | 00:59:28 | |
This week, I sat down in The Den at The Other House, South Kensington, with the wonderful Jo Morgan, owner of Meliora Consultancy Services, coach, advisor to Tech on Toast and all round powerhouse of positivity. Jo’s journey is one of those you could never script. From becoming the youngest female GM in her company at 27, to running seven floating hotels for TUI Cruises, to heading up operations for The Other House and launching her own consultancy, Meliora (“the pursuit of the better”) her career reads like a masterclass in saying yes and figuring it out later. And along the way, she’s seen it a lot! And I mean a lot Double booked hotels. Reindeer “activity” on the 18th green. Soviet-style roadshows in Odeon cinemas. And more heart, humour, and hustle than most industries can handle. In this episode, Jo and I dive into…
Notable Quotes “Everybody deserves a holiday.” “I’m not scared of learning something. Maybe it’s just undying curiosity, but I’ll Google everything.” “It’s not necessarily the mistake itself that’s the issue — it’s how you respond to it.” “In hospitality, you get a lot of chance to make people’s day. Why wouldn’t you take it?” Why this episode is worth your time Jo brings the perfect mix of real talk and relentless optimism. She’s the embodiment of why hospitality people are different, resourceful, human, endlessly curious, and full of stories that make you laugh one second and reflect the next. If you’ve ever wondered what “leadership with heart” looks like in action this is it Show Partners A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #229 - Hospitality Meets Jakob Gowin - Leading at the Whitehouse (No, not that one) | 05 Nov 2025 | 01:17:20 | |
This week, I sat down in person (yes, we went old school) with the brilliant Jakob Gowin, General Manager of the Meliá White House in London - and what a conversation this turned out to be. From washing dishes at 13 to running a 581 bedroom hotel and 112 long-stay apartments (with residents who’ve lived there for 30+ years!), Jakob’s journey is packed with graft, heart, humility, and more than a few cracking stories - including the fact we recorded this episode in “The White House”. Sadly, neither of us bumped into the President… but we did fix some of the worlds problems Jakob brings a refreshing, human first take on hospitality and leadership, rooted in care, curiosity, resilience and a healthy dose of humour. This episode is full of golden nuggets for anyone in the industry, regardless of where you sit on the org chart. In this episode, Jakob and I get into…
Some cracking quote-ables from Jakob “A bad manager is sometimes easier to learn from than a good one.” “If that doesn’t bring a smile to your face as someone in hospitality… you’re in the wrong trade.” “People will forgive an awful lot if they’re communicated to properly.” “You can’t deliver hospitality if you’re not feeling right. It’s hard to paint on a smile forever.” “Treat people how they want to be treated - not how you want to be treated.” Why this episode is worth your ears If you work in hospitality, lead people, want to lead people, or just need a little reminder of what true hospitality looks like, this one’s for you. Jakob is the kind of leader who proves that kindness and high performance are not only compatible - they fuel each other. You’ll walk away with ideas you can implement today, whether you run a team of 2 or a hotel of 500+. Show Partners A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #228 - Hospitality Meets Edward Gallier - Cateys, Chaos & Culture | 29 Oct 2025 | 01:21:03 | |
This week on Hospitality Meets, I had the absolute pleasure of sitting down with the brilliant Edward Gallier (Edd), Head of Learning & Development at Leonardo Hotels UK & Ireland and freshly minted Catey Award winner 2025 Edd’s career has been built on passion, purpose, and the odd bit of chaos (because what’s hospitality without it?). From wild award show mishaps to deep reflections on leadership and learning, this episode is a masterclass in how to stay grounded, laugh often, and never lose sight of what really matters.... people. We talk about developing talent, the psychology of hospitality, resilience, and why laughter might just be the most underrated leadership skill there is. It’s funny, thoughtful, and properly inspiring, everything you’d hope for from a conversation with one of hospitality’s brightest Learning & Development minds. Key Takeaways
Memorable Quotes "It’s a good job we’re not running something like a nuclear power station because, you know, let’s press that big green button, let’s see what that does” - Edd Gallier “And you just saw this head rolling off the stage. It was saved, my colleague was quickly stuffing this head back on the mouse, just another day in Leonardo Awards evening life” - Edd Gallier “To succeed in hospitality, the resilience, tenacity, the psychological and behavioural skills that you have to develop, not just to survive the shift, but to have an absolute blast, it’s a real skill.” - Edd Gallier “You can put yourself into a position in this job where you’re just giving and receiving joy the whole time. I know that sounds whimsical, but I stand by the science behind it” - Phil Street “You want to make sure that your team is super engaged and super passionate so you retain them as long as you can. You don’t train people to leave, you’re training and developing them to stay” - Edd Gallier Final Thoughts Edd's story is a celebration of humour, humanity, and heart. The very best of what hospitality can be. From accidental comedy gold to leadership gold standards, his blend of warmth, wit, and wisdom makes this episode an instant favourite. Show Partners A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #227 - Hospitality Meets Philip Steiner - Every Committee Needs a Phil | 22 Oct 2025 | 01:08:40 | |
Episode Summary This week on Hospitality Meets, I’m joined by the brilliant Philip Steiner, Chief Operating Officer at Cycas Hospitality a man who’s spent his whole career planning for spontaneity (yes, it’s a thing). From cleaning rooms to the C-suite, Philip’s journey is a joyful mix of graft, grit, and glorious chaos, proving that great leadership often comes down to knowing when not to turn up. Our chat is packed with laughs and we chat about BBC blunders, linen truck disasters, diversity done right, and the art of stepping back so others can shine. It’s a conversation full of laughs, insight, and those “oh, that’s so true” moments that hospitality people will feel deep in their bones. If you’ve ever tried to organise fun or manage chaos (sometimes at the same time), this one’s for you. Key Takeaways
Memorable Quotes
Final Thoughts Philip reminds us that leadership isn’t about having all the answers, it’s about trusting your team, rolling with the madness, and laughing when plans inevitably go sideways. He’s living proof that a little planning and a lot of humanity can turn chaos into culture. Show Partners A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #226 - Hospitality Meets Phil Shelley - Hospitality in the NHS | 15 Oct 2025 | 01:00:09 | |
This week on Hospitality Meets, I sit down with the brilliant Phil Shelley — Senior Operational Manager at NHS England and Chair of the NHS Food Review. Phil is an exceptional hospitality leader and human being and was crowned Outstanding Achievement Award winner at the 2025 Foodservice Cateys, only last Friday. Phil’s career is a masterclass in purpose driven leadership. From his early days in hotel kitchens to shaping the future of hospital food, he’s proof that hospitality is about so much more than service, it’s about care. We talk about how hospitality thinking is transforming the NHS, the power of teamwork in driving real change, and why good food and kindness go hand in hand. It’s an episode packed with humour, heart, and hope and a well deserved celebration of a man who’s spent his life making food matter. Key Takeaways
Memorable Quotes
Final Thoughts Phil is a living reminder that hospitality is everywhere and when it’s done with purpose, it can transform lives. This conversation is equal parts inspiring and grounding, showing how leadership, food, and humanity can come together to make a real difference, one plate at a time. Show Partners A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| Bonus Episode 33 - Hospitality Meets Maya Gilbert - The Great British Walk Off | 10 Oct 2025 | 01:12:08 | |
Episode Summary In this very special episode of Hospitality Meets, I sit down with the incredible Maya Gilbert, hospitality lifer, dog lover, and now… coastal legend! Maya recently completed a jaw dropping walk around the entire English coastline, that’s over 2,700 miles, to raise funds and awareness for Hospitality Action. With a £10 a day budget, a dodgy tent, and a heart full of purpose, she set off from Liverpool armed with nothing but determination, humour, and (possibly) too much stuff in her backpack. What follows is a funny, moving, and downright inspiring conversation about resilience, community, and the power of doing something “big and stupid” for all the right reasons. Expect laughter, blisters, fake IDs, beagles, and life lessons by the bucketload. Key Takeaways
Memorable Quotes “Tell me you’ve got ADHD without telling me you’ve got ADHD: I started a dog walking business” “Everyone said, ‘That’s stupid.’ And I thought… yeah, but is it?” “Hospitality doesn’t end when you leave a bar or a restaurant — it’s everywhere. Every day, someone showed me kindness” “Sometimes you just need to do something big and stupid to remind yourself what you’re capable of” Connect with Us If you love stories of courage, chaos, and community, this one’s for you. Support Maya and Hospitality Action - Maya Gilbert is fundraising for Hospitality Action Learn about Hospitality Action here - https://www.hospitalityaction.org.uk/ And to sign up and support the walk for wellbeing, click here Final Thoughts Maya’s story is more than an epic walk — it’s a love letter to hospitality, human kindness, and the messy, beautiful art of saying “why not?” instead of “what if?” Whether you’re in hospitality, need a reminder that good people are everywhere, or just fancy a laugh about fake IDs and too-heavy backpacks and soooo much more — this episode is the very definition of joy This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #225 - Hospitality Meets Abigail Tan - Kindness, Chaos & a Lot of Toilet Paper | 08 Oct 2025 | 00:52:45 | |
Episode Summary: In this heartwarming and hilariously honest episode of Hospitality Meets, I sit down with the brilliant Abigail Tan, CEO of St Giles Hotels — a woman who’s equal parts rock star, rebel, and real-deal leader. From dreams of fronting a band to running an international hotel group, Abigail’s journey is a masterclass in following your heart (and occasionally your vacuum cleaner). Expect laughter, leadership lessons, and the occasional toilet paper obsession as Abigail opens up about imposter syndrome, resilience, kindness, and turning hospitality into a true force for good. We cover:
It’s equal parts inspiring and ridiculous, the kind of episode that’ll make you laugh, think, and possibly re-evaluate your own toilet paper supply. Key Takeaways
Memorable Quotes: “What’s life without elegance, playfulness and quirkiness? It’s too short” “You can have all the money in the world and still be lonely, happiness is the real success” “Bullies have always irked me. If they say yes or no, I say give me a legal reason” “Every hotel shift is a little performance, you’re there to make people feel something” “We had to keep our staff employed and our rooms empty, so we filled them with purpose” Final Thoughts Abigail isn’t just running hotels, she’s redefining what hospitality means. Her story is equal parts humility and hilarity, proving that success built with heart beats status built on ego any day. If you want to be inspired, laugh, and believe in the good side of business again, this one’s a must listen. The Guest Abigail Tan is the CEO of St Giles Hotels, overseeing properties in London, Heathrow, Malaysia, and the Philippines. She’s the founder of Hotels of Heart, a charitable initiative connecting hospitality with social purpose. From housing the homeless to training young people for brighter futures. Show Partners A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #224 - Hospitality Meets Billy Skelli-Cohen - Bold Mistakes, Bold Ideas | 01 Oct 2025 | 00:52:00 | |
Episode Summary In this inspiring episode of Hospitality Meets, I sit down with Billy Skelli-Cohen, CEO of Beaumier Hotels, a boutique group with 11 stunning properties across France, Switzerland, and Ibiza. Billy’s story is not your standard hospitality tale. In fact, he jokes that he’s “a bit of a fraud” because he’s never actually worked in a hotel. From starting out in retail, to private equity, to leading some of Europe’s most iconic hotel projects, Billy’s journey is proof that there’s no single path to the top in hospitality. Expect stories of bold ideas that paid off (a bike repair kit that became a PR sensation), bold mistakes (thinking Europe’s playbook would work in the US), and why listening twice as much as you talk might just be the best leadership hack out there (Must learn this, Phil) Key Takeaways
Memorable Quotes
Final Thoughts Billy’s journey is a reminder that hospitality isn’t just about hotels, it’s about people, culture, and curiosity. From repositioning icons like The Pulitzer in Amsterdam to building soulful luxury hotels in magical destinations, his leadership shows that staying bold, present, and people-first is the real key to growth. Show PartnersA big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #223 - Hospitality Meets Michelle Moreno - Elbowing Leonardo Di Caprio | 24 Sep 2025 | 01:06:09 | |
Episode Summary In this sparkling episode of Hospitality Meets, I sit down with the unstoppable Michelle Moreno, founder of QAB Leadership (Is that really it's name Michelle?) From accidentally elbowing Leonardo DiCaprio to fangirling over Sarah Jessica Parker in the dark, Michelle’s journey through hospitality is as wild, funny, and inspiring as it gets. With a career that’s taken her from London’s hottest openings to Mykonos, India, and Mauritius, Michelle’s story is one of resilience, humour, and never taking herself too seriously. Along the way, she’s learned that imperfection is a superpower, leadership should be fun, and sometimes the best brand names are the ones people trip over. Expect celebrity encounters, cultural adventures, brutal honesty, and some cracking wisdom on careers, confidence, and carving your own path. Key Takeaways
Memorable Quotes
Final Thoughts Michelle’s story is a glorious reminder that success isn’t about straight lines or spotless CVs, it’s about saying yes, laughing at the chaos, and evolving along the way. From Nobu in Mykonos to “crap leadership” in London, her career proves that hospitality is a serious industry where fun, imperfection, and humanity always win. Show Partners A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #222 - Hospitality Meets Rob Flinter - Sweat, Royals & Rock ’n’ Roll | 17 Sep 2025 | 00:59:24 | |
Episode Summary In this laugh out loud episode of Hospitality Meets, I sit down with the brilliant Rob Flinter, Area General Manager for London and Westmont Hospitality Group. Rob’s career has taken him from the frontline of hotels to rubbing shoulders with rockstars, rugby legends, and royalty with plenty of mishaps, laughs, and wisdom along the way. Expect tales of sweaty lift rides with Prince Philip, rockstars passed out under tables, and the moment Rob realised he was officially old (hint: it involves Kylie Minogue). Alongside the comedy, Rob shares refreshingly honest insights on leadership, vulnerability, and why hospitality is one of the most rewarding industries out there. We covered:
Memorable Quotes
Final Thoughts Rob’s journey is a reminder that hospitality is equal parts chaos, comedy, and camaraderie. From royal encounters to rock ’n’ roll mayhem, he shows that leading with honesty and humour makes for not just a better GM, but a better human being. Show Partners A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #221 - Hospitality Meets Gina Knight - Broccoli, Beef & Brilliant Banter | 10 Sep 2025 | 01:01:33 | |
We're back! And we're back for at least another year thanks to the legends at Rotacloud!!! And what a way to welcome us back with none other than the beyond epic, deep thinking and hilarious Gina Knight, Head of People at Flat Iron. Gina brings a big dose of warmth, humour, and honesty as she takes us from reception desk chaos to Ibiza career pact holidays, via Girl Guide hooch smuggling and a heated broccoli debate. This episode is proof that hospitality is never boring and that laughter really is part of the job description. What you’ll hear in this episode:
Key Takeaways:
Quotes we loved:
A joyful, laugh-out-loud episode awaits about people, positivity, and why soggy broccoli nearly broke the internet. Show Partners A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| Bonus Episode #32- Hospitality Meets Team Zenith - Teamwork, Triangle Formation and Choke Holds | 30 Apr 2025 | 00:48:27 | |
Guests: Emma Sharma, Meghan Ellis Smith, Fernando Odio, Chelsy Rafael, Isabelle White – aka Team Zenith Host: Phil Street What’s Inside:
Topics Covered:
Highlight Moments:
A massive thank you to the Edge Hotel School (And previous guest Adrian Martin) for setting this up. Hospitality Meets sends heartfelt congratulations to Team Zenith for this extraordinary achievement Enjoy! This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #220 - Hospitality Meets Bernadette Gilligan - Crisis, Celebrities & Career Lessons | 19 Mar 2025 | 00:56:19 | |
Episode Summary: In this lively and insightful episode of Hospitality Meets, I sit down with the incredible Bernadette Gilligan, General Manager of Conrad London St. James. From humble beginnings in hospitality to leading one of Hilton’s most prestigious luxury hotels, Bernadette shares her journey with humour, wisdom, and a few unexpected twists along the way. Expect career-defining moments, leadership insights, and a deep dive into the camaraderie that makes hospitality such a unique industry. Plus, find out why she turned down The Ritz, what it’s like to host Ed Sheeran’s afterparty, and how she once had to evacuate an entire hotel in the middle of a crisis! Key Takeaways:
Memorable Quotes: "Sometimes you're not there for the job—you’re there for something else. You just might not know it yet." "I grabbed my lipstick, two phones, and my keys—and that was the last time I saw my office for two days." "We all try to grasp control of our destiny, but stuff happens. You just have to roll with it." "Hospitality allows you to build a serious career while having an awful lot of fun." Connect with Us: Like what you hear? Subscribe to Hospitality Meets for more inspiring stories from industry leaders! Final Thoughts: Bernadette’s story is a testament to the power of determination, adaptability, and the human connection that makes hospitality truly special. Whether you’re in the industry or just love a great career story, this episode is packed with insights, laughs, and a reminder that hospitality is more than just a job—it’s a way of life. The Guest General Manager at Conrad London St. James, Bernadette has worked for Hilton since 1990 (2-year break ’95-’97) and has always been based in UK. Her first General Manager role was at Hilton York in 2001. Her favourite assignments have been opening Hilton Manchester Deansgate as the General Manager in 2006 (Her hometown) and turning around the fortunes of the newly opened Hilton London Wembley in 2014. Bernadette feels she has been very fortunate in her career as hospitality offered her so many growth opportunities. It is truly a fantastic industry to be part of. Show Partners A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #219 - Hospitality Meets John Herity - Haggis, Heritage & High Expectations | 12 Mar 2025 | 01:06:45 | |
In this lively and laugh-filled episode of Hospitality Meets, I sat down with John Herity, Club Operations Manager at The Caledonian Club in London. From his accidental start in hospitality to tales of Burns Night feasts and Scottish banter, John's journey is a testament to adaptability, tradition, and keeping your cool in high-pressure situations. Expect stories of butlering for the elite, dodging dodgy chicken, and navigating the world of private members' clubs with a mix of humour and hard-earned wisdom. If you’ve ever wondered what it takes to thrive in hospitality while keeping the fun alive, this episode is for you! What’s Inside?The Accidental Career: How John found his way into hospitality (spoiler: it involved a necessity rather than a plan!) Banter & Burns Nights: Running a Scottish institution in London, plus a deep dive into the economics of haggis The Art of Adaptability: Lessons from private clubs, corporate dining, and high-end butlering Crisis Management: The time John refused to serve a risky chicken dish Full Circle: From Glasgow to London, redundancy to return—why John keeps coming back to The Caledonian Club Key Takeaways:✔️ Hospitality is everywhere – From banks to private clubs, the impact of great service goes far beyond restaurants and hotels. ✔️ Tradition matters – Whether it’s Burns Night or butler etiquette, preserving heritage can be good for business. ✔️ Details make the difference – From perfectly polished shoes to getting coffee service just right, hospitality is all about the little things. ✔️ Reputation is everything – Skills can be learned, but how you handle yourself (and your team) will define your career. ✔️ Stay adaptable – Whether it’s a vending machine mishap or a last-minute event flip, problem-solving is a hospitality superpower. Memorable Quotes:🗣️ “If you're about to invest £10 million and they can’t get the tea and coffee right, what does that say about the rest of the business?” 🗣️ “There's no such thing as just a waiter, just a barista, or just a tea and coffee service. That’s where business happens.” 🗣️ “I wasn’t about to serve that chicken and end up on the news. Not on my watch!” 🗣️ “Hospitality is the unsung hero of history. Deals, diplomacy, and celebrations all happen over food and drink.” Final Thought:This episode is a masterclass in the art of hospitality—packed with humor, wisdom, and a healthy dose of Scottish charm. Don’t miss it! 🎧 Tune in now and let the storytelling begin! The Guest John Herity is the Club Operations Manager of the Caledonian Club in London LinkedIn - https://www.linkedin.com/in/john-herity-cmdip-mih-275b58b5/ Show Partners A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #218 - Hospitality Meets Tim Hobern - Raising the Bar | 05 Mar 2025 | 00:46:43 | |
Whilst out and about on my travels, I was introduced to today's guest by previous guest, powerhouse Rachel Thomson (Episode 176). So it was great to sit down with Tim Hobern, the founder of Dovetail Bars, to talk about his wild and unexpected journey from bartender to bar owner to entrepreneur shaping London’s cocktail scene. From opening London’s smallest bar to launching a Leicester Square hotspot in just 72 sleepless hours, Tim shares the thrills, challenges, and lessons of building a hospitality business in a post-COVID world. Key Takeaways:
Fun Moments:
Memorable Quotes from the episode: “No one has ever had a fight with Britney Spears playing in the background.” “Everything only ever makes sense in retrospect.” “I called in every possible favour… and then we had a three-day turnaround to open a bar.” “If you tell yourself this is going to be a chapter in the autobiography, you can push through the pain.” “I’ve developed an almost religious relationship with coffee.” “Most things are set up to be manageable—otherwise, businesses wouldn’t survive.” “The best problem-solvers have just a tinge of arrogance—the refusal to accept there’s something they can’t do.” “You can find ways to make people feel unwelcome without being unwelcoming.” This chat is totally brimmed with lessons and stories and I hope you enjoy! The Guest Tim is a British/Australian Bar manager who's been working across London venues for the past 9 years. Since 2023, he's been the owner of Dovetail Bars Ltd, a company that operates bar residencies for venues that have difficulty executing bar concepts in a post-Covid and Brexit space. Instagram - @dovetailbars Show Partners A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #217 - Hospitality Meets Rizwan Khan - Crisis, Comedy & Career Pivots | 26 Feb 2025 | 00:48:15 | |
This weeks episode of Hospitality Meets is a rollercoaster of inspiration, resilience, and comedy, featuring the incredible journey of Rizwan Khan, General Manager at Junsei. From his accidental dive into hospitality to becoming one of the youngest GMs in Mayfair, Rizwan shares stories of perseverance, leadership, and the unexpected lessons learned along the way. Key Takeaways:Life is a Marathon, Not a Sprint – Rizwan views hospitality as a never-ending relay race where each generation passes the torch to the next. His mission? To keep running and inspire others to do the same. Diamonds Are Made Under Pressure – Whether it was stepping up in high-stakes competitions or managing a restaurant at 21, Rizwan thrives when challenged. Valentine’s Day Disaster – A first date gone wrong as a lady arrives late. A Career Defining Moment – When a guest had a medical emergency, Rizwan broke the rules (and possibly speed limits) to get her to a hospital with lessons and payoff galore! COVID: Life’s Reset Button – After losing his job during the pandemic, Rizwan considered switching to IT but realised his true passion was in hospitality. His takeaway? "If I can inspire others to push forward, then I’ll be the torch to light the way." Memorable One-Liners:
Rizwan is an excellent guest and another insight into the career potential of this amazing sector. Enjoy! The Guest Rizwan Khan is the General Manager of Junsei, a traditional Yakitori restaurant in London. Website - https://junsei.co.uk/ldn/ Instagram (Rizwan) - https://www.instagram.com/rizwan_k_98/ Instagram (Restaurant) - https://www.instagram.com/junsei_uk/ LinkedIn (Rizwan) - https://www.linkedin.com/in/rizwan-khan-mih-5742a9140/ Show Partners A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #216 - Hospitality Meets Emma McClarkin - Pints, Parliament & Positivity | 19 Feb 2025 | 00:45:14 | |
Welcome back to Hospitality Meets, where we dive into the stories behind the people who keep the hospitality world buzzing! 🍻 In this episode, Phil sits down with Emma McClarkin, Chief Executive of the British Beer & Pub Association (https://beerandpub.com/) and all-around pub enthusiast. We chat about: 🍺 Why the pub is the heart of every community (and why you should probably visit yours more). 🏛️ Emma’s whirlwind journey from studying law to being elected the youngest UK MEP (via a chance encounter in a pub—naturally). 💰 The challenges facing pubs today (spoiler: it involves taxes, regulations, and a lot of lobbying). 🎉 Why hospitality isn’t just an industry 🏉 A little rugby, a little politics, and a whole lot of passion for beer. Emma also reveals the hilarious moment she made King Charles laugh during her OBE ceremony, and we discuss whether more business ideas should be born on the back of beer mats. So, grab a pint, settle in, and prepare to be both informed and entertained. Cheers! 🍻 The Guest Emma is Chief Executive of the British Beer and Pub Association. Chair of World Brewing Alliance. Trustee Only a Pavement Away. NED Ivors Academy & Hampshire Cricket. Also a Former politician MEP for 10 years. Instagram BBPA - https://www.instagram.com/beerandpub/ Show Partners A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||
| #215 - Hospitality Meets Lisa Jenkins - Champagne, Success & Shin Splints | 12 Feb 2025 | 00:58:19 | |
Ever wondered how a dishwasher at age 10 ends up running the Royal Academy of Culinary Arts? Well, Lisa Jenkins (CEO of The Royal Academy of Culinary Arts) is here to spill the tea (and maybe a few kitchen secrets). We get through a lot and I chat with Lisa about: 🍽️ Why hospitality careers are more than just chefs & managers (yes, journalists count too!) ✈️ How working too hard at the Singapore Air Show got her a business-class flight home (note: not a recommended career strategy) 💡 The power of saying yes to opportunity… even when you have no plan whatsoever 🤝 Why relationships in hospitality are more valuable than a Michelin star 🚀 How she went from publishing flight magazines to fine dining journalism – and finally, the big boss chair at RACA Lisa’s journey is proof that career paths are never linear—sometimes they come with unexpected detours, high-flying perks, and a whole lot of laughs. 🎧 Tune in now! Guaranteed to make you rethink your career… or at least consider faking shin splints for an upgrade. 😉 The Guest Lisa Jenkins is the chief executive officer for The Royal Academy of Culinary Arts (RACA), the UK’s leading professional membership association of head chefs, head pastry chefs, restaurant managers and associates. RACA provides education, inspiration, and aspiration through a variety of channels including the RACA apprenticeship programme, the Annual Awards of Excellence, the Adopt A School charity and the four-yearly Master of Culinary Arts competition. RACA supports young people, colleges, and educational institutions by providing programmes through its extensive network of academician members and industry contacts while raising the standards and awareness of food, food provenance and sustainability, cooking and service. LinkedIn - https://www.linkedin.com/in/lisa-jenkins-cfsp-58907144/ Instagram personal - @lisa_jenkins02 Instagram (RACA) - @royalacademyofculinaryarts Show Partners A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams. RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app. It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones. Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy | |||