"I'm In": The Official Institute of Hospitality Podcast – Détails, épisodes et analyse

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"I'm In": The Official Institute of Hospitality Podcast

Phil Street

Business & Entrepreneuriat

Éducation

Fréquence : 1 épisode/23j. Total Éps: 74

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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#042 - I'm In - How to Build a World Class People Team

Épisode 42

jeudi 13 mars 2025 • Durée 01:04:22

This Podcast is Sponsored by Leonardo Hotels UK & Ireland - https://www.leonardohotels.co.uk/

Host: Phil Street FIH

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

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

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

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

In this episode, we discuss:

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

Why our Guests said, “I’m In!”:-

Eugenio Pirri:

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

Lauren Sargent:

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

Matthew Burbidge-Airs:

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

Outstanding Quotes from the Episode:

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

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

Tune in now!

**Join the Conversation:**

- Twitter: @IoH_Online

- Instagram: @ioh_online

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

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

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

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Special - I'm In - P4H Live recording - The Psychology of Exceptional Customer Service

Épisode 15

jeudi 27 février 2025 • Durée 47:21

This podcast is sponsored by Leonardo Hotels (UK & Ireland) - https://www.leonardohotels.co.uk/

Host: Phil Street FIH

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

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

Miranda Quantrill - Hospitality Educator at Westminster Kingsway College

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

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

Key Topics Discussed:

Exceptional Customer Service:

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

Psychological Principles in Customer Service:

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

Training and Staff Development:

Special - I'm In - The Institute of Hospitality's Official Podcast - From Prison to Purpose: Hospitality’s role in rehabilitation and opportunity

Épisode 13

jeudi 1 août 2024 • Durée 50:04

On another day in May, Phil packed up his podcasting gear and headed to York to explore a truly transformative initiative that was introduced to our CEO Robert Richardson at the “Thrive in the North” hospitality conference.

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

Through this discussion we cover a lot including:-

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

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

Enjoy!

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

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

#034 - I'm In - The Institute of Hospitality's Official Podcast - Retirement & Beyond

Épisode 34

jeudi 11 juillet 2024 • Durée 46:47

If you’ve been following the show to this point, you’ll know we like to delve into subjects that don’t get much airtime. This month we get stuck into another such subject as we explore Retirement and Beyond.

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

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

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

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

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

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

Enjoy!

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

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

Special - I'm In - The Institute of Hospitality's Official Podcast - It's AI, but not as we know it

Épisode 12

jeudi 4 juillet 2024 • Durée 57:41

On a sunny day in May 2024 at the IOHs very own Golf Day, Phil took his show on the road to the Belfry to reopen an unsolved mystery around the world of AI and its impact on hospitality. This chat served as a follow on from an Above and Beyond event earlier in the year where our audience asked a lot of questions, most of which we couldn’t get through owing to time constraints. We attempt to answer all of these and more in this discussion.

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

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

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

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

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

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

Enjoy!

To learn more about the Institute of Hospitality visit

#033 - I'm In - The Institute of Hospitality's Official Podcast - Managing Mental Health with Zero Budget

Épisode 33

jeudi 13 juin 2024 • Durée 45:15

Back in the middle of May 2024, we welcomed in Mental health awareness week and so we thought it’d be a great idea to explore this topic on one of our monthly chats.

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

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

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

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

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

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

Enjoy!

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

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

#032 - I'm In - The Institute of Hospitality's Official Podcast - How Would Hospitality Run Government?

Épisode 32

jeudi 9 mai 2024 • Durée 48:48

All the way back when this podcast was conceptualised by Phil and IOH Central, Phil had long wanted to look at what it might be like to run government with a hospitality mindset and so nearly 3 years on, Phil finally gets his wish to make that episode a reality.

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

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

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

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

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

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

Enjoy!

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

Special - I'm In - The Institute of Hospitality's Official Podcast - International Women's Day 2024 - Part 2

Épisode 11

jeudi 2 mai 2024 • Durée 42:58

Hot on the heals of our International women’s day 2024 in March of this year, and listening to the amazing feedback we had, we realised that last time out, we may have centred more on the progress that’s been made without covering the work that still needs to be done for women in the workplace. Phil, therefore, re-enlisted the assistance of Lizzie Grundy AIH and Tracey Fairclough FIH (Regrettably Kat Price was not available) to chat through this side of the coin.

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

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

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

Enjoy!

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

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

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#031 - I'm In - The Institute of Hospitality's Official Podcast - The Importance of The Financial Controller

Épisode 31

jeudi 11 avril 2024 • Durée 46:10

Hot on the heals of our building a stable business podcast last month, we thought it was a great idea to rekindle our importance of series and focus on the Financial Controller.

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

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

In this chat, they cover:-

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

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

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

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

Enjoy!

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

Special - I'm In - The Institute of Hospitality's Official Podcast - International Women's Day 2024

Épisode 10

vendredi 22 mars 2024 • Durée 48:42

International Women’s Day 2024 Special

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

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

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

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

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

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

Enjoy!

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

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

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