Welcome to "I'm In" the Institute of Hospitality's official podcast hosted by Phil Street MIH. Each month we'll be inviting guests from Associates, Members & Fellows from around the globe to help us decode the hospitality hot topics, cold topics and everything in between as well as finding out all of the wonderful reasons to say I'm in to the Institute of Hospitality.
So grab a brew and say I'm in to the IOH
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Données mises à jour le 04/07/2026
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Raj Chakraborty FIH - Regional General Manager, Macdonald Hotels
Sally LockMIH - Group Talent Manager, Splendid Hospitality Group
Bradley Dorrington AIH – Owner, The Wine Cellar & Chair of the IOH Youth Council
Artwork and Branding: Sonia Cresswell (MIH)
Music by: Leon Williams (FIH)
World-Class Onboarding: Why First Impressions Matter More Than Ever
What if onboarding wasn’t an admin process… but one of the most important emotional moments in a person’s career journey?
In this episode, Phil Street is joined by Raj Chakraborty, Sally Lock and Bradley Dorrington to explore what truly creates a world-class onboarding experience in hospitality.
From first impressions and company culture to generational expectations, human connection and leadership visibility, this conversation digs into the moments that shape whether somebody feels like they genuinely belong or whether they start questioning their decision before week one is even over.
As Bradley perfectly puts it:
“World class onboarding is when someone finishes their first month and thinks… I made the right decision joining this business”
In This Episode, We Discuss:
Why onboarding begins long before day one
The difference between onboarding and “just processing paperwork”
Why belonging matters more than ever in hospitality
How poor onboarding creates overwhelm, uncertainty and disengagement
Why communication is still the most underrated onboarding tool
The importance of culture in shaping employee experience
Why businesses need to “sell themselves” to candidates now
The role leadership visibility plays in helping new starters feel valued
How onboarding should adapt to different generations and personalities
Why hospitality businesses should treat employees with the same care as guests
Why Our Guests Said, “I’m In!”
Raj Chakraborty:
Raj credits the Institute with playing a meaningful role throughout his hospitality journey and values the way it supports people at every stage of their careers.
Sally Lock:
Having joined through Splendid Hospitality Group’s partnership with the IOH, Sally sees the Institute as a powerful source of networking, insight, development and industry connection.
Bradley Dorrington:
As Chair of the Youth Council, Bradley believes deeply in creating spaces where hospitality professionals from all generations can connect, learn and support one another.
Outstanding Quotes from the Episode
“People need to be at the centre of everything” – Raj Chakraborty
“Onboarding starts the minute a candidate engages with the brand” – Sally Lock
“We are irrelevant without people” – Bradley Dorrington
“People will always remember how you made them feel” – Phil Street
“If the systems fail, people are there to pick it up” – Raj Chakraborty
Key Takeaways for Hospitality Leaders
Onboarding is an experience, not an admin task
Small human interactions often matter more than expensive processes
Candidates begin forming opinions from the very first interaction
Great onboarding reduces anxiety, overwhelm and early turnover
Leadership visibility creates trust and reassurance
Culture should be felt immediately, not explained months later
Hospitality businesses must treat onboarding with the same care as guest experience
Or, as this episode repeatedly reinforced:
Systems matter. But people make systems believable.
Redundancy. Job loss. Career breaks. Few topics carry quite so much emotional weight, or so much quiet stigma.
In this honest and deeply human conversation, Phil Street is joined by Ben Purton, Jake Armiston and Alessandra Beqiraj to unpack what job loss can do to identity, confidence and belonging and why, despite how it feels in the moment, it is so often not an ending at all, but a redirection.
Drawing on lived experience from all sides of the table, those going through redundancy, those supporting others through it, and those managing the process, this episode explores how we might remove shame, increase empathy, and reframe what comes next.
In This Episode, We Discuss:
Why job loss often feels like a loss of identity, and how to separate self-worth from job title
The hidden stigma people place on themselves after redundancy
Why gaps on a CV shouldn’t be treated as red flags
Whether we need to reframe “redundancy” as a career transition or career break
How employers can handle difficult conversations with greater empathy and dignity
Why communication, not assumption, is the missing piece in recruitment
Sidiqa Hazara AIH – Membership & Commercial Team, Institute of Hospitality
Artwork and Branding: Sonia Cresswell (MIH)
Music by: Leon Williams (FIH)
The Systemic Win: Can Hospitality Design Success, Or Does It Happen Naturally?
What if success in hospitality wasn’t about individual brilliance… but about the system that surrounds it?
In this thought provoking episode, Phil Street is joined by Mike Wood, Dawn Lawrence, and Sidiqa Hazara to explore the idea of a “systemic win”, creating environments where everyone benefits: the business, the team, the guest, and the wider ecosystem.
From elite sport analogies to oak tree metaphors (yes, really), this conversation wrestles with a fundamental tension in hospitality:
Can you systemise success in an industry built on human moments?
In This Episode, We Discuss:
What a “systemic win” actually means in a hospitality context
Why systems can provide stability, but not always solutions
The danger of relying on a single “hero” within a business
Why hospitality is too dynamic to ever be fully systemised
The balance between structure and spontaneity
How great systems can support, but never replace, people
#054 - I'm In - Are we Over Reliant on AI?
Épisode 54
jeudi 12 mars 2026 • Durée 53:31
This Podcast is Sponsored by Leonardo Hotels UK & Ireland
Adam Hamadache FIH - Founder, Formula; Digital Growth Specialist
Sonia Cresswell MIH - Marketing & Communications, Institute of Hospitality
Ryan Thomas AIH - Duty Manager, Whitbread; Hotel Manager Programme
Artwork and Branding: Sonia Cresswell (MIH)
Music by: Leon Williams (FIH)
Are We Over-Reliant on AI?
AI is everywhere. On our phones. In our booking engines. In our revenue tools. In our copywriting. In our discovery journeys.
So, the question becomes:
Are we enhancing our thinking… or avoiding it?
In this wide-ranging and honest conversation, Phil is joined by Adam Hamadache, Ryan Thomas, and Sonia Cresswell to explore whether hospitality is using AI wisely, or leaning on it a little too heavily.
From digital discovery and operational efficiencies to education, ethics, creativity, and even Tom Hiddleston’s wardrobe, this episode pulls no punches.
In This Episode, We Discuss:
Where each guest sits on the AI adoption scale, from cautious user to daily dependency
AI as an efficiency tool vs AI as a crutch
Why hospitality operations are increasingly embedding AI into call handling and guest interaction
Revenue management and digital marketing as major AI growth areas
I'm In - P4H 2025 Live Special - Supporting Neurodiversity & Learning Disabilities in Hospitality
Épisode 16
jeudi 5 mars 2026 • Durée 37:45
This Podcast is Sponsored by Leonardo Hotels UK & Ireland
Lee Whalley – Head of Operations, The Crumbs Project
Artwork and Branding: Sonia Cresswell (MIH)
Music by: Leon Williams (FIH)
Supporting Neurodiversity & Learning Disabilities in Hospitality, Without Compromising Excellence
Recorded live in front of 600 students at Passion for Hospitality 2025 at the Novotel London Hammersmith, this special episode explores one powerful question:
How do we better include people with learning disabilities and neurodiversity in hospitality while still delivering top-class service?
From practical adaptations and job carving to leadership mindset shifts and redefining what “excellent service” really means, this conversation moves beyond theory and into real, lived experience from operators and charities making it happen every day.
In this episode, we discuss:
The difference between diversity and true inclusion
Why belonging is the foundation of great hospitality
How inclusion strengthens, not compromises, service standards
Sacha Lord FIH – Chair, Night Time Industries Association; Founder, The Warehouse Project & Parklife
Aymen Fetouak MIH – Head of Professional Development, Institute of Hospitality
Emily Clark AIH – Industry Engagement Officer, Edge Hotel School; IOH Youth Council
Artwork and Branding: Sonia Cresswell (MIH)
Music by: Leon Williams (FIH)
Looking Ahead to 2026: New Year, New Challenges
As hospitality steps into 2026, the mood is mixed. Hope, frustration, resilience, fear, and optimism all collide in this honest, wide ranging conversation about what lies ahead for the industry.
Joined by Sacha Lord, Aymen Fetouak, and Emily Clark, Phil explores the pressures facing hospitality, from government policy and rising costs to leadership behaviour, professional development, and the future workforce, while also uncovering where hope still lives and how the sector can create its own momentum.
This is a candid, thoughtful discussion about realism without resignation and why hospitality remains worth fighting for.
In this episode, we discuss:
What 2026 feels like for hospitality leaders on the ground
The impact of government policy, VAT, business rates, and political decision-making
Why hospitality often feels misunderstood at policy level
The real human cost of closures - businesses, homes, families, and mental health
How public support for hospitality is growing again
Why Our Guests Said, “I’m In!”Outstanding Quotes from the EpisodeJoin the Conversation
#052 - I'm In - Supporting Communities at Christmas
Supporting Communities at Christmas: The Season of Giving Back
In this festive episode of I’m In, host Phil Street brings together two brilliant hospitality voices, Mark Lewis of Hospitality Action and Lizzie Grundy of Pennyhill Park, to explore what supporting communities at Christmas truly means.
From tackling loneliness to charitable giving, team wellbeing, and authentic generosity, this warm, heartfelt conversation reminds us that hospitality’s spirit shines brightest when we take care of one another.
In this episode, we discuss:
What “supporting communities at Christmas” means to those working in hospitality
Hospitality Action’s Golden Friends scheme and how it supports retired workers
Why Christmas can be emotionally tough, and how kindness helps bridge the gap
Real examples of hotels giving back: toy donations, charity Christmas cards, and more
Supporting your own teams during the busiest season of the year
The power of time and volunteering when finances are stretched
Why acts of generosity are contagious
Industry wide collaborations like and the charity single
#051 - I'm In - Supporting Trans People into the Workplace
Edd Gallier FIH – Head of Learning & Development, Leonardo Hotels
Damien Martin MIH – General Manager, The Parkgate Hotel, Cardiff
Mark Grant MIH – Chair, IOH Diversity, Equity, Inclusion & Belonging (DEIB) Council
Artwork and Branding: Sonia Cresswell (MIH)
Music by: Leon Williams (FIH)
Supporting Trans People into the Workplace: Building Cultures of Belonging
In this episode, Phil Street leads an open and constructive conversation about how hospitality businesses can better support trans people in the workplace — and, more broadly, how we can create cultures where everyone feels safe, valued, and able to be themselves.
Joined by Edd Gallier, Damien Martin, and Mark Grant, this discussion explores what inclusion really means in day-to-day operations: from policy and language to allyship, leadership, and learning through honest mistakes.
In this episode, we discuss:
What “supporting trans people into the workplace” truly means in practice
Why culture and belonging are more powerful than compliance
How language signal respect and inclusion
Creating psychologically safe spaces for dialogue and education
Balancing belief systems, dignity, and organisational values
The importance of allyship and calling out poor behaviour from guests as well as colleagues
Measuring inclusion beyond numbers: belonging, engagement, and lived experience
The role of leadership, communication, and technology in building inclusive workplaces
#050 - I'm In - 50th Special - Hearts in Hospitality & Funded Membership
Épisode 50
jeudi 13 novembre 2025 • Durée 01:23:55
This Podcast is Sponsored by Leonardo Hotels UK & Ireland
Pete Wayre - Hospitality leader & trainer; Hearts in Hospitality recipient
Marco De Simone – Restaurants Professional; Hearts in Hospitality recipient
Artwork and Branding: Sonia Cresswell (MIH)
Music by: Leon Williams (FIH)
I’m In - 50th Episode Special: Community, Care & Quiet Heroes
For our 50th, we spotlight two IOH initiatives that change real lives: the Funded Membership (confidential membership support when times are tough) and Hearts in Hospitality (recognising unsung heroes who go above and beyond).
You’ll hear frank advice on applying for funded membership, first hand stories of how it helps people bounce back, and joyful reminders of everyday heroism across hospitality.
In this episode, we discuss
The Funded Membership - how it works & why it matters: a confidential lifeline that helps members stay connected to opportunities, learning, and community when finances are tight.
#049 - I'm In - B2B Sales - Selling v Building Relationships
Kan Koo MBE FIH – Executive Director, Cosmo Restaurant Group
Louise Brown MIH – Commercial Executive, Institute of Hospitality
Harsh Sodhani AIH – Business Development Manager, Hilton London Bankside
Artwork and Branding: Sonia Cresswell (MIH)
Music by: Leon Williams (FIH)
B2B Sales in Hospitality: Relationships, Trust, and the Role of AI
Selling business-to-business is part art, part science.
But in hospitality, it’s always about relationships. In this episode, Phil is joined by Kan Khoo, Louise Brown, and Harsh Sodhani to explore the realities of B2B sales: from building trust and tailoring language to knowing when (if ever) a hard sell is appropriate.
This conversation unpacks the balance between data and dinners, the pitfalls of bad pitches, and why the human touch still matters in an increasingly tech-driven world.
In this episode, we discuss:
Why relationship building is the cornerstone of B2B sales
When (and how) to use data to back up trust
The dangers of the “hard sell” and when it might be justified
How language needs to adapt for different stakeholders
Mistakes too many salespeople make in hospitality
What separates true partners from one-time vendors
The role professional bodies play in raising sales standards
Whether AI can ever replace the human element in B2B selling
The pressure to “bounce back quickly” and where that pressure comes from
Why career breaks, pivots and transitions should be normalised
The role the IOH and professional networks can play when people need support most
What may be waiting on the other side of job loss that you simply can’t see yet
Why Our Guests Said, “I’m In!”
Ben Purton:
Ben has long seen the Institute as a vehicle for giving back, helping others navigate crossroads, build confidence, and access the support and perspective many of us need at key moments in our careers.
Jake Armston:
Originally drawn to the practical development opportunities the IOH offered as a student, Jake’s involvement has grown into something much bigger, community, contribution, and helping shape the industry’s future.
Alessandra Beqiraj:
Initially sceptical about joining, Alessandra came to see the IOH as a place for growth, standards, and meaningful professional connection, particularly in an industry built on people.
Outstanding Quotes from the Episode
“What feels like an ending is often just the moment the next version of you is allowed to begin” – Phil Street
“Redundancy isn’t a reflection of your worth” – Ben Purton
“We are amazing at filling in the blanks before we know anything” – Phil Street
“If we call it a career break, it changes the whole lens” – Alessandra Beqiraj
“Your craft and your work ethic don’t disappear with your job title” – Ben Purton
“Everything happens for a reason… there’ll be something better around the corner” – Jake Armston
Losing a job can feel deeply personal. But as this episode reminds us, it does not define you, and it may yet be the start of something you can’t currently imagine.
The role of communication, trust, and culture in creating consistency
Why empowerment beats control when things go wrong
The importance of agility in a constantly shifting environment
Creating conditions where team, guest, and business all win simultaneously
Why Our Guests Said, “I’m In!”
Mike Wood:
“It’s all about giving back. If everyone shares, everyone learns”
Dawn Lawrence:
Dawn values the IOH for its ability to connect people, share insights, and support future talent. From legislation to lived experience, it’s a hub for learning and collaboration
Sidiqa Hazara:
Coming from outside hospitality, Sidiqa sees the IOH as both a learning platform and a community, a place to understand the industry while contributing back to it
Outstanding Quotes from the Episode
“You can have the best systems in the world… but without communication, it’s dead” – Phil Street
“There’s no point keeping information to yourself… if everyone gives back, everyone learns” – Mike Wood
“You can take a really talented human being and put them into a broken system… and they’re still going to struggle” – Phil Street
“The system should hold its own, something you can always fall back on” – Mike Wood
“It’s all about people, not necessarily about systems” – Dawn Lawrence
“Hospitality is a moment business, every interaction is different” – Sidiqa Hazara
“Design an environment where the business, the team, and the guest all benefit” – Sidiqa Hazara
Surely hospitality will never be fully systemised? and that’s exactly why it works
But when the right systems meet the right people?
That’s where the magic, and the real wins, happen. I hope this episode gets you thinking
Enjoy!
The seismic shift from “ranking on Google” to “being recommended by AI”
Whether AI enhances creative thinking, or quietly erodes it
The risk of de-skilling in education and leadership
The ethical grey zone of AI generated work
How young professionals are navigating AI in education
Why over hyping AI can be as dangerous as ignoring it
The importance of healthy scepticism when using AI tools
Why Our Guests Said, “I’m In!”
Adam Hamadache FIH:
Adam believes hospitality needs strong institutions to champion the breadth and value of the industry. For him, the IOH plays a crucial role in advocating for hospitality as a serious, dynamic profession, particularly at a time when recruitment and recognition remain challenges.
Sonia Cresswell MIH:
From inside the organisation, Sonia describes the IOH as one big hospitality family. Working closely with members daily, she sees first-hand the genuine care and connection that drives everything the Institute does.
Ryan Thomas AIH:
Ryan describes the IOH as his “perfect partner for progression.” As someone early in his leadership journey, he values mentoring, networking, and being part of a professional community that recognises potential and supports development.
Outstanding Quotes from the Episode
“AI can give you very convincing gobbledygook” - Adam Hamadache
“It’s not that different from people using pre-designed stuff on Canva… that’s been happening for a lot longer than AI” – Sonja Cresswell
“It’s polished rubbish” - Ryan Thomas
“Ideally, it should act as a thinking partner, not a replacement for your brain” - Ryan Thomas
“Stop thinking of it as ranking. Start thinking about being recommended” - Adam Hamadache
“If you use it as a tool, as a partner tool, rather than actually to do it for you, it’s definitely the way forward” - Sonja Cresswell
“If you use it properly, it enhances clarity. If you copy and paste, it becomes a shortcut” - Ryan Thomas
“We have to approach AI with healthy scepticism” - Adam Hamadache
“It’s a touch unregulated… it can effectively be left to run wild” - Phil Street
The real question isn’t whether we use it, it’s how consciously we choose to.
Simplifying processes without lowering expectations
The power of job carving and designing roles around strengths
Clear communication and leadership as the cornerstone of inclusion
Why small changes (colour coding, signage, task breakdowns) make a big impact
Supporting disclosure and creating psychologically safe workplaces
Moving beyond the idea of inclusion as “charity”, and recognising it as good business
The commercial impact of inclusive service on guest loyalty
Why hospitality’s communication skills are so often underestimated
Future-proofing the industry by embracing neurodiversity
Our Guests
Rosie Radwell:
Rosie leads one of the UK’s most accessible hotels and believes inclusion must be woven into the culture from the top down. For her, belonging is the biggest word in hospitality.
Valentina Calanche:
At Fair Shot, Valentina trains young adults with learning disabilities in a live café environment and supports businesses to employ them. She sees inclusion not as complex, but as intentional and achievable.
Raya White:
As DEIB Lead at the IOH, Raya champions inclusion as a driver of culture and performance. For her, true inclusion means every voice matters and everyone has the opportunity to contribute.
Anne Moorcroft:
Anne works directly with trainees with learning disabilities, helping them gain confidence and work placements. She sees daily how purpose transforms lives, and teams.
Lee Whalley:
At The Crumbs Project, Lee trains adults in hospitality skills for employment and independent living. His view: inclusion future-proofs the industry and strengthens leadership across the board.
Outstanding Quotes from the Episode
“Diversity is being invited to the party. Inclusion is being asked to dance” – Verna Myers (quoted by Phil)
“Belonging is the biggest word in this” – Rosie Radwell
“It’s not rocket science. Sometimes we just overcomplicate things” – Valentina Calanche
“Professional clarity benefits everyone, not just neurodiverse individuals” – Lee Whaley
“Stop looking at it as charity. It’s just good business” – Raya White
“Everyone deserves a chance and they bring so much joy to a team” – Anne Moorcroft
“One in five people in the UK are disabled. We need to future-proof ourselves” – Lee Whaley
Why pubs, restaurants, and hotels are more than just businesses
The pressure facing leaders as margins tighten and teams shrink
Long hours, burnout, and the risk of losing joy from the industry
The importance of collaboration, not top-down decision-making
Why professional development must become practical, human, and continuous
Mentoring, real-world learning, and “capability in the moment”
Leadership behaviours Gen Z wants to see disappear
Why younger generations are still optimistic - and ready to innovate
Creating hope rather than waiting for it
Sacha Lord:
For Sacha, becoming a Fellow of the Institute of Hospitality was an unexpected and deeply meaningful honour. With no formal qualifications and 30 years in the industry, the recognition represents everything hospitality can offer - opportunity, progression, and purpose without barriers.
Aymen Fetouak:
Aymen sees the IOH as a people first organisation dedicated to standards, sustainability, and real world impact. His role is rooted in listening to the industry and turning pressure into progress through practical development.
Emily Clark:
Emily joined the IOH as a student and never looked back. From accessing learning resources to finding her professional community through the Youth Council, she believes the Institute plays a vital role in inspiring and supporting the next generation.
“If we reduce VAT to 12.5%, that’s better than 20% of nothing from closed businesses” – Sacha Lord
“A pub serves far more than just a pint - it’s part of our social fabric” – Sacha Lord
“If your people are okay, your business has a fighting chance” – Aymen Fetouak
“Professional development should be about capability in the moment, not certificates on walls” – Aymen Fetouak
“Don’t push away the people who stay” – Emily Clark
“We have to create our own hope - not wait for it” – Sacha Lord
“Hospitality hasn’t lost its heart, even under pressure” – Aymen Fetouak
“This industry has survived wars, pandemics, and recessions - we will get through this too” – Emily Clark
2026 may not come with easy answers but this episode reminds us that hospitality’s strength has always been its people, its adaptability, and its heart. Tune in for a grounded, hopeful look at what comes next.
Walk for Wellbeing
Always Open at Christmas
Why Our Guests Said, “I’m In!”
Mark Lewis:
Mark believes deeply in the importance of professional development and the role the IOH plays in supporting hospitality careers. As someone committed to supporting the industry’s people, joining the IOH community was a natural step.
Lizzie Grundy:
Fresh out of university, Lizzie wanted a professional home that would help her continue learning, connecting, and growing. The IOH gave her that, and now, through the Youth Council, she helps others find their voice and their community too.
Outstanding Quotes from the Episode
“We help people who hit a bump in the road, and Christmas is when that help matters most” – Mark Lewis
“It’s all about making sure people feel the spirit of Christmas in every way, not just spending, but sharing” – Lizzie Grundy
“Hospitality people are, by nature, generous. They’re happy to work while others rest, and they still find ways to give back” – Mark Lewis
“If you have the right culture, one that truly looks after your team, you’ll handle the Christmas rush just fine” – Mark Lewis
“Positivity is contagious, giving your time lifts others and yourself” – Lizzie Grundy
“Every pound counts. With £50 or £100, we can change a life” – Mark Lewis
Christmas is a time for joy, connection, and kindness, but also a reminder that not everyone has the same support network. This episode celebrates the generosity, collaboration, and community spirit that make hospitality so special.
Tune in for a festive dose of heart and hope.
Why Our Guests Said, “I’m In!”
Edd Gallier: For Edd, joining the IOH is about professional recognition and raising standards of learning and development across hospitality, ensuring everyone receives the growth and respect they deserve
Damien Martin: Damien sees the IOH as a vital resource for development and recognition, helping his team learn, grow, and bring their best selves to work every day
Mark Grant: As Chair of the IOH DEIB Council, Mark champions hospitality’s welcoming nature and its potential to reflect society’s best values: opportunity, inclusion, and community
Outstanding Quotes from the Episode
“Creating a culture where everyone can feel they belong — that’s the real measure of success” – Edd Gallier
“Hospitality is about welcoming everyone. Inclusivity isn’t optional” – Damien Martin
“If someone has a problem with you, it doesn’t have to become a problem for you” – Mark Grant
“Language signals respect, even small changes can make a big impact” – Damien Martin
“Don’t wait for someone else to act. Speak up. Be an ally” – Mark Grant
“Everyone deserves a workplace where they can just be themselves” – Phil Street
Creating truly inclusive workplaces starts with conversation, courage, and consistency. Tune in for a thoughtful discussion that gets to the heart of what belonging really means in hospitality
The lived impact of funded membership: confidence, connection, access to learning, and headspace to rebuild.
Hearts in Hospitality: why the IOH created it, how nominations are judged, and the power of celebrating frontline excellence.
Real stories from awardees: going further than expected, serving with heart, and lifting the next generation.
Specific Guest input
Francisco Macedo on the Funded Membership’s purpose and some tips for a successful application
Carmen Vlasceanu on what funding unlocked: from MBA/PhD studies to launching a charity (Angels Wings), and a training platform - membership access made momentum possible.
Jenny Cheung on the COVID years: funded membership brought learning, confidential support, and a sense of community when work vanished - now she’s a paying member and paying it forward.
Joanne Smith on Hearts in Hospitality: built by a cross team taskforce to celebrate people who “do the job well and more,” with surprise workplace presentations and panel review.
Marvellous Dada on youth and purpose: building Nigeria’s largest hospitality student network and choosing service over comfort to raise a new generation for the industry.
Pete Wayre on exceeding expectations: the small, human acts (like personally guiding a lost guest across Manchester) and a career long mantra - presentation and care matter.
Marco De Simone on the sheer surprise of receiving the award, what it means and why awards like this are important
Outstanding Quotes from the Episode
“The Funded Membership cangive people a lifeline” - Francisco Macedo, on the Funded Membership
“People need to write from their hearts… attach your CV… and tell us how you’ll use the year” - Francisco Macedo, on successful applications
“Dare to care and dare to transform your life” - Carmen Vlasceanu
“The funded membership is free of charge for the first 12 months… it built up my confidence to connect with other people” - Jenny Cheung.
“It’s not just doing your job well, it’s doing your job well and more” - Joanne Smith, on Hearts in Hospitality.
“Our industry is built on sacrifice” - Marvellous Dada.
“Presentation is everything… you’re judged within the first three seconds” - Pete Wayre
“Smile at life and life has a habit at smiling back” – Marco De Simone
How to Get Involved
Need help? If you’re facing hardship, apply early for a funded membership - be honest, include detail, and explain how you’ll use the membership year.
Kan Khoo: A Member for nearly four decades, Kan has always been passionate about mentoring and supporting the next generation, while proudly championing diversity and inclusion through his restaurants.
Louise Brown: With hospitality in her blood, Louise has been part of the IOH on and off since 1989. She thrives on connecting people and ensuring members and partners get real value from their relationships.
Harsh Sodhani: Having built his UK career from scratch, Harsh values the IOH for mentorship, connections, and the Youth Council’s platform for new voices in the industry.
Outstanding Quotes from the Episode
“To build long-term successful enterprise, when you don’t close a sale, open a relationship” – Patricia Fripp (quoted by Phil)
“Data builds credibility, but dinner builds trust” – Harsh Sodhani
“AI and IT don’t have feelings, the human touch in B2B is still irreplaceable” – Kan Khoo
“If you’re not actively listening, you’re not selling, you’re just shouting” – Louise Brown
“Be the most inquisitive person in the room, not the most knowledgeable. That’s how you build trust” – Phil Street
From bad pitches to brilliant partnerships, this episode is packed with real-world insights for anyone in sales or hospitality leadership.
Tune in now!
Have feedback or want to feature on a future episode? Contact Phil at phil.street@instituteofhospitality.org
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