Explorez tous les épisodes du podcast What's Cooking? | A Podcast from Nory

Missed the full episode with Topher Bertone-Ledford, VP of Operations at Emmy Squared Pizza? Here's the bite-size cut.

Keep an eye out for our next episode of What's Cooking, hosted by Conor Sheridan, CEO of Nory, the AI operating system for hospitality.

LISTEN TO THE FULL EPISODE

Apple Podcasts: https://podcasts.apple.com/be/podcast/how-to-rebuild-a-struggling-restaurant-region-with/id1825066598?i=1000784508559&l=nl

Spotify: https://open.spotify.com/episode/18MabMxvjNe0CS2lkLkyV1

YouTube: https://www.youtube.com/watch?v=tYcdNaALdhg

CONNECT

Topher Bertone-Ledford on LinkedIn: https://www.linkedin.com/in/topherbertoneledford

Conor Sheridan on LinkedIn: https://www.linkedin.com/in/sheridanconor/

Nory: https://www.nory.ai/

All What's Cooking episodes: https://www.nory.ai/podcasts

There's a split happening across hospitality right now that doesn't get talked about enough. Restaurant groups that opened after Covid built their operations for a world we're actually in: leaner teams, faster decisions, tighter margins, all from day one. Groups that existed before Covid and survived it are often still running on assumptions from a different era. Surviving the pandemic and surviving what came after are two very different problems. Topher Bertone-Ledford, VP of Operations at Emmy Squared Pizza, has spent the last two years living inside exactly that gap. He took over the group's New York region in a challenging state and rebuilt it from the ground up. Today, New York is the group's top-performing region on profitability. In this conversation with Conor, Topher walks through the operational reality of a post-Covid rebuild: why the middle of hospitality has disappeared, why "cleanliness is respect" is the foundation of everything, the labour acquisition speed problem no one has solved yet, the 12 Steps of Service campaign Emmy Squared rolled out in a three-month sprint, and the total-experience math the guest is actually doing at the end of every meal. Plus a frank closing take: the hospitality industry needs to stop pretending it's like any other industry.

KEY TAKEAWAYS

- The middle of hospitality has disappeared. Fast casual has streamlined; fine dining has doubled down on opulence. The mom-and-pop with linens and a $35 pork chop no longer works. Operators have to run to the edges to be successful.

- Cleanliness is the foundation, not a nice-to-have. Topher's Emmy Squared turnaround started with one question walked through every restaurant: "Are we seeing the same restaurant?" Leaders who couldn't moved on.

- Labour acquisition is a speed problem, not a salary problem. The talent pool has shifted post-Covid. The operators who move fastest on decisions and communicate vision fastest win the "diamonds in the rough."

- Data has to be real-time to be useful. Running the business off a two-week-old P&L means being two weeks behind the bell curve.

- Guest experience is total math, not dish math. The guest never knows the numbers. They do a split-second equation at the end: does this total match the experience I just had?

Missed the full episode with Harts Group CEO Sam Hart? Here's the bite-size cut.

Keep an eye out for our next episode of What's Cooking, hosted by Conor Sheridan, CEO of Nory, the AI operating system for hospitality.

LISTEN TO THE FULL EPISODE

Apple Podcasts: https://podcasts.apple.com/gb/podcast/the-harts-group-multi-brand-playbook-what-to/id1825066598?i=1000777855873

Spotify: https://open.spotify.com/episode/3k5D3ehnKxeVb1krbspP7D?si=664c4a5bc49e4bbf

YouTube: https://www.youtube.com/watch?v=kmuhq3S1uIw

CONNECT

Sam Hart on LinkedIn: https://www.linkedin.com/in/sam-hart-23581851/

Conor Sheridan on LinkedIn: https://www.linkedin.com/in/sheridanconor/

Nory: https://www.nory.ai/

All What's Cooking episodes: https://www.nory.ai/podcasts

Harts Group CEO Sam Hart on running eight distinct hospitality brands, centralising the systems that scale, and protecting the individuality that drives the reputation.

Most multi-brand hospitality groups end up looking like a head office running several businesses that happen to share a name on a group balance sheet. Harts Group has done the opposite. Since 2003, the family-run business behind Barrafina, El Pastor, Quo Vadis, Parrillan, Bar Daskal, Drops and El Siete has scaled to 16 sites in London plus a first international opening in Dubai, while keeping each brand genuinely distinct in culinary identity, sourcing and guest experience. In this episode, Sam walks Conor through the operational architecture underneath: what gets centralised (finance, comms, HR, estates, one shared tech stack), what stays bespoke (menus, sequence of service, chef and MD leadership per side of the group), and the deliberate cultural decisions that let a group with 470 staff protect quality while absorbing a 38% minimum wage increase since 2022. Plus the two-year tech review Harts just completed, the AI task force building custom tools for restaurant ops (including an internal reservation bot), the Yum Pingo dish-level customer data that drives menu decisions, and the international expansion into Dubai, Abu Dhabi, Hong Kong and Bangkok. A rare conversation with an operator who has held the line on individuality while genuinely scaling.

KEY TAKEAWAYS

• The group owns the systems, the brand owns the identity. Centralise finance, HR, estates, comms and the tech stack; protect menus, sequence of service and culinary leadership per brand
• Lived experience is the guardrail on new brands. Harts opens restaurants where founders or partners have genuinely lived the cuisine. It's the discipline that keeps the portfolio credible
• The tech stack should be best-in-class and open. Standardised across the group, single source of truth, but modular enough to swap components as the market moves
• Data at dish level changes menu decisions. Popularity alone lies. Rating-per-dish across thousands of reviews (Yum Pingo) is how Harts improved customer satisfaction while cutting labour 18%
• Being privately owned is a structural advantage. No forced timelines, board consensus over votes, and the freedom to pause when the world changes. That patience compounds into brand quality

USEFUL LINKS & RESOURCES

• Sam Hart on LinkedIn: https://www.linkedin.com/in/sam-hart-23581851/
• Harts Group: https://www.hartsgroup.co.uk/
• Barrafina: https://www.barrafina.com/
• El Pastor: https://www.tacoselpastor.co.uk/
• Quo Vadis: https://www.quovadissoho.co.uk/
• Parrillan: https://www.parrillan.co.uk/
• Bar Daskal: https://www.bardaskal.co.uk/
• El Siete: https://www.elsiete.co.uk/
• Drops: https://www.thedropbar.co.uk/

CONNECT WITH THE SHOW

• All What's Cooking episodes: https://www.nory.ai/podcasts
• Nory: https://www.nory.ai/
• Nory blog: https://www.nory.ai/blog
• Nory on LinkedIn: https://www.linkedin.com/company/asknory/
• Conor Sheridan on LinkedIn: https://www.linkedin.com/in/sheridanconor/

Missed the full episode with Gabriel Shohet, co-founder and co-CEO of Black Sheep Coffee? Here's the bite-size cut.

Keep an eye out for our next episode, featuring Sam Hart, CEO, Harts Group

Hosted by Conor Sheridan, CEO of Nory, the AI operating system for hospitality.

LISTEN TO THE FULL EPISODE

Apple Podcasts: https://podcasts.apple.com/us/podcast/conviction-over-consensus-with-the-co-ceo-of/id1825066598?i=1000775914193

Spotify: https://open.spotify.com/episode/5Rh8V1D5ehW6adnTPW0Cje?si=V004WR3hRkGBussUbRj7Ng

YouTube: https://youtu.be/nIQeeaaa3Kg?si=71RcnyqwP6eqfbVQ

CONNECT

Gabriel Shohet on LinkedIn: https://www.linkedin.com/in/gasho/

Conor Sheridan on LinkedIn: https://www.linkedin.com/in/sheridanconor/

Nory: https://www.nory.ai/

All What's Cooking episodes: https://www.nory.ai/podcasts

Black Sheep Coffee co-CEO Gabriel Shohet on building a 135-site brand by betting on the bean the specialty industry rejected.

In 2013, two university flatmates from St Andrews quit their corporate jobs the same day, moved to London with around £20k between them, and built a coffee company on the bean the entire specialty industry had written off. 13 years later, Black Sheep Coffee runs 135+ locations across five markets, opens roughly 1.5 shops per week, and remains majority founder-owned. In this episode, Gabriel walks Conor through the conviction behind the Robusta bet, why customer satisfaction is the only growth metric they look at, the decision to operate 50 corporate shops before franchising, how they pick franchise partners (minimum unit thresholds, territory exclusivity, no mom-and-pops), why both founders relocated to Florida to lead the US expansion, the Sun Belt entry strategy, and the company slogan that explains the whole approach: never fear competition, open right next door instead. Plus a frank take on the David and Goliath fallacy, the role of data in a hypergrowth business, and why "great ideas" aren't what builds a brand.

KEY TAKEAWAYS

• Conviction over consensus. When the industry tells you you're wrong, stress-test the belief harder rather than abandon it faster
• Customer satisfaction is the only growth metric. When it stays high, open more shops. When it drops, stop
• Build the proof before you franchise. 50 corporate shops before the first franchisee landed
• Filter out the mom-and-pops. Territory minimums and development schedules align partners with growth
• Never fear competition. Open right next door instead. If your strategy is to avoid competition, you'll fall on your face eventually

CHAPTERS

0:00 Intro: building on a conviction the industry thinks is wrong

2:50 Welcome, Gabriel

3:12 St Andrews flatmates, Sunday Skype calls, quitting jobs the same day

5:33 Why coffee: low capex, vertical control, revenue from day one

7:36 The Robusta thesis: going against the 100% Arabica industry

10:39 The unique insight: how Robusta got its bad reputation, and how to fix it

14:11 From street markets to Fitzrovia: the Kickstarter that almost wasn't

16:09 Ambition from day one: building to be number one, not number four

17:12 Hypergrowth: 1.5 shops per week, customer satisfaction as the only metric

21:58 Why data is key: clean, real-time, the 80% of the work

23:11 The franchising decision: 50 corporate shops before the first franchisee

25:28 Looking franchisees in the eye: the network average and the proven model

28:25 Why no mom-and-pops: minimum unit thresholds, territory, exclusivity

30:58 Majority ownership: turning down PE, raising from customers and family offices

32:57 The US move: why both founders relocated to Florida

35:01 The Sun Belt decision: Texas, Florida, broad-market proof

37:11 Localisation and competition: thinking ahead, not reacting

38:43 The first 36 months in the US: starting from scratch all over again

40:11 Building culture in an empty office

42:25 Challenger vs incumbent: when does a brand become a chain?

45:04 The Quick Turn: rapid-fire questions

45:10 What competitors would steal (and why it doesn't matter)

48:08 The metric that can't be summarised

49:15 "Never fear competition, open right next door"

51:03 The slingshot fallacy: hard work beats clever shortcuts

56:55 10 years out: no business plan, just stay true to the mission

59:00 Shift Notes: Conor's closing reflections

USEFUL LINKS & RESOURCES

Gabriel Shohet on LinkedIn: https://www.linkedin.com/in/gasho/

Eirik Holth on LinkedIn: https://www.linkedin.com/in/eholth/

Black Sheep Coffee: https://blacksheepcoffee.co.uk/

CONNECT WITH THE SHOW

All What's Cooking episodes: https://www.nory.ai/podcasts

Nory: https://www.nory.ai/

Nory blog: https://www.nory.ai/blog

Nory on LinkedIn: https://www.linkedin.com/company/asknory/

Conor Sheridan on LinkedIn: https://www.linkedin.com/in/sheridanconor/

Missed the full episode with Ed Loftus, Global Director of Jamie Oliver Restaurants? Here's the bite-size cut.

Keep an eye out for our next episode, featuring Gabriel Shohet, Co-Founder, Black Sheep Coffee.

Hosted by Conor Sheridan, CEO of Nory, the AI operating system for hospitality.

LISTEN TO THE FULL EPISODE

Apple Podcasts: https://podcasts.apple.com/us/podcast/a-second-act-with-the-global-director-of-jamie-oliver-group/id1825066598?i=1000773076049 

Spotify: https://open.spotify.com/episode/32R0AG6m2m3g5WvQmCDGHB?si=ae9cb9f4e2414b24 

YouTube: https://youtu.be/BEYMHzyMeUg?si=6Ly-f2AdAuyKPFy3 

CONNECT

Ed Loftus on LinkedIn: https://www.linkedin.com/in/edloftus/ 

Conor Sheridan on LinkedIn: https://www.linkedin.com/in/sheridanconor/

Nory: https://www.nory.ai/

All What's Cooking episodes: https://www.nory.ai/podcasts

Ed Loftus on bringing Jamie's Italian back to the UK, scaling Jamie Oliver Group to 80+ sites in 24 countries, and the discipline behind a real second act.

Very few people in UK hospitality ever get to attempt a real second act. Jamie Oliver Group has just done it: Jamie's Italian back in Leicester Square in March 2026, seven years after the 2019 administration that closed the UK estate. The man who's been at the company through all of it (nearly 15 years, employee number one of the post-2019 strategy) is Ed Loftus, Global Director of Jamie Oliver Restaurants. In this episode he walks Conor through what it actually took to get here: building globally first (80+ sites, 24 countries, 7 brand formats), the franchise-first pivot, the partnership architecture behind the UK return (Brava Hospitality Group with Cain International), and a 30% smaller menu doubling down on fresh pasta made on premises every day. Plus 16 global partners, a head office that's banned PDFs, why "my Jamie is not your Jamie" matters when scaling a celebrity-chef brand, the John Lewis Cookery School partnership, and Ed's frank case that "people" is the operational metric most operators ignore.

KEY TAKEAWAYS

• A good brand doesn't necessarily make a good business. The 2019 UK administration wasn't a demand problem, it was a flexibility-and-capital problem
• Build globally first, then come back home. Jamie Oliver Group spent six years proving the model in 24 countries before relaunching in the UK
• Franchising is a marriage. Partner selection is the single most important decision; the right partners weather macro shocks together
• Simplicity scales. Complexity does not. The technology backbone (digital intranet, no PDFs, LMS, sentiment) starts from that principle
• Don't recreate the past. When a brand returns to market after a setback, the question isn't what to bring back, it's how the strongest attributes should show up in today's market

CHAPTERS

0:00 Intro: what a genuine second act looks like in hospitality

2:43 Welcome, Ed

3:12 From chef to global director: 15 years across kitchens, multi-site, commercial

6:42 The scale today: 80+ sites, 24 countries, 7 brand formats

7:32 Reading the 2019 administration: not demand, but flexibility and capital

10:35 Why he stayed: Jamie himself, the brand, and a challenge worth taking

11:16 Post-2019 strategy: franchise-first, employee number one, building a team

14:54 Localising a celebrity-chef brand without losing the DNA

18:05 The technology backbone: digital SOPs, LMS, sentiment, no PDFs

20:33 Franchising as a marriage: partner selection is everything

22:18 The UK return: how the Brava Hospitality Group partnership came together

25:18 What's different at the new Jamie's Italian: design, menu, fresh pasta

29:23 Multi-zoned spaces and the modern casual-dining environment

31:16 Building experiences outside the venue: John Lewis Cookery School

34:00 Working with Jamie: a creative force who lived the kitchens

37:20 What a week in the global director's life looks like

39:24 The 200-site ambition and what has to go right

40:43 The Quick Turn: rapid-fire questions

45:29 Shift Notes: Conor's closing reflections

USEFUL LINKS & RESOURCES

• Ed Loftus on LinkedIn: https://www.linkedin.com/in/edloftus/
• Jamie Oliver Group: https://www.jamieolivergroup.com/
• Jamie's Italian: https://jamiesitalian.co.uk/
• Brava Hospitality Group: https://www.bravahospitalitygroup.com/
• Cain International: https://cainint.com/
• John Lewis Cookery School with Jamie: https://www.johnlewis.com/our-services/jamie-oliver-cooking-school

CONNECT WITH THE SHOW

• All What's Cooking episodes: https://www.nory.ai/podcasts
• Nory: https://www.nory.ai/
• Nory blog: https://www.nory.ai/blog
• Nory on LinkedIn: https://www.linkedin.com/company/asknory/
• Conor Sheridan on LinkedIn: https://www.linkedin.com/in/sheridanconor/

Missed the full episode with Oliver Rodbard, COO of Creams Cafe? Here's the bite-size cut.

Keep an eye out for our next episode, featuring Ed Loftus, Group Director, Jamie Oliver Restaurants.

Hosted by Conor Sheridan, CEO of Nory, the AI operating system for hospitality.

LISTEN TO THE FULL EPISODE

Apple Podcasts: https://podcasts.apple.com/us/podcast/rebuilding-the-franchise-with-the-coo-of-creams-cafe/id1825066598?i=1000770899848

Spotify: https://open.spotify.com/episode/2Hw7MUETsBzoWbBV9bu3gc?si=zGAuftnkSQiJqcv598mTiw 

YouTube: https://youtu.be/3eigJuiT-4g?si=44ni1HAZbdmEyf3m

CONNECT

Oliver Rodbard on LinkedIn: https://www.linkedin.com/in/oliverrodbard/

Conor Sheridan on LinkedIn: https://www.linkedin.com/in/sheridanconor/

Nory: https://www.nory.ai/

All What's Cooking episodes: https://www.nory.ai/podcasts

Creams Cafe COO Oliver Rodbard on scaling a franchise system, vertical integration as franchisee protection, and what it takes to make every visit count in a discretionary category.

Oliver Rodbard, COO of Creams Cafe, sits down with Conor to walk through the operational reality of running a 98%-franchised, ~100-site business through UK family restaurant visits halving, aggregator commissions of 20 to 30%, and a tech transformation built to give margin back to franchisees, not extract it from them. 17 years across YUM! Brands, Pizza Hut Europe and Canada, Freshii, and Soul Foods Group give him a perspective rooted in both sides of the franchise table. He explains why vertical integration (Creams' own gelato and dry-mix plants) has held Creams inflation to ~19% while UK food service has run ~59.5%, why "trust governs the relationship, not the contract", and why every change Creams makes is consumer-tested then operationally tested before it lands. Plus a frank view on aggregators, the new Creams Direct delivery platform that's already done close to £1m in 10 weeks, and the philosophy that anchors all of it: when the category is discretionary and visits are down, every experience has to be worth it.

KEY TAKEAWAYS

• Trust, not the contract, governs the franchise relationship. The cleanest way to lose a franchisee is to forget that
• Vertical integration done right is a margin gift to franchisees, not an extraction tool. Creams held inflation to ~19% while UK food service ran ~59.5%
• The guest experience will never be better than the team-member experience. Build the back of house and the front follows
• Capability beats control. Every franchise system thinks tighter rules = better outcomes; the durable answer is better-trained operators with more flexibility

CHAPTERS

0:00 Intro: the franchising model and rebuilding trust

2:13 Welcome, Oliver

2:30 17 years across YUM!, Freshii, Soul Foods to Creams

5:21 The service model transformation: theatre over function

7:00 "Maniacal" testing: consumer panels, then operational reality

8:30 Brand purpose: "bringing people together" as operational framework

10:47 Nobody needs a dessert: the experience-led shift

12:30 How younger customers and hyperlocal community have changed engagement

14:30 Franchise mix: 60 franchisees across nearly 100 cafes

16:08 Onboarding: capability, cultural fit, and the "divorce is painful" filter

17:50 Multi-site progression: nobody's born with the skill set

21:23 When franchisees go quiet: re-reading "no news is good news"

23:40 Vertical integration: gelato in East London, mix in Northamptonshire

24:50 The numbers: 19% Creams inflation vs ~59.5% UK food service

29:22 Creams 2.0: tech, growth, kiosks for travel hubs

31:55 Site selection at scale

33:55 The tech stack: new EPOS, new app, Creams Direct

37:21 The Quick Turn: rapid-fire questions

42:25 Shift Notes: Conor's closing reflections

USEFUL LINKS & RESOURCES

• Oliver Rodbard on LinkedIn: https://www.linkedin.com/in/oliverrodbard/
• Creams Cafe: https://www.creamscafe.com/ 
• Creams Direct: https://www.creamscafe.com/order-online/

CONNECT WITH THE SHOW

• All What's Cooking episodes: https://www.nory.ai/podcasts
• Nory: https://www.nory.ai/
• Nory blog: https://www.nory.ai/blog
• Nory on LinkedIn: https://www.linkedin.com/company/asknory/
• Conor Sheridan on LinkedIn: https://www.linkedin.com/in/sheridanconor/

Missed the full episode with Louisa Richards, Restaurant Director, Hawksmoor? Here's the bite-size cut.

Keep an eye out for our next episode, featuring Oliver Rodbard, Chief Operating Officer, Creams Cafe

Hosted by Conor Sheridan, CEO of Nory, the AI operating system for hospitality.

LISTEN TO THE FULL EPISODE

Apple Podcasts: https://podcasts.apple.com/us/podcast/eight-weeks-to-open-louisa-richards-restaurant-director/id1825066598?i=1000768692257 

Spotify: https://open.spotify.com/episode/4ay1zWTEixfw8z8UY43Dgk?si=1nYKu94xTP-WjM5x-zSvJQ 

YouTube: https://youtu.be/e6AlaT0MeKQ?si=TYHgtFjnifMqae9z

CONNECT

Louisa Richards on LinkedIn: https://www.linkedin.com/in/louisa-richards-1b498942/

Conor Sheridan on LinkedIn: https://www.linkedin.com/in/sheridanconor/

Nory: https://www.nory.ai/

All What's Cooking episodes: https://www.nory.ai/podcasts

Hawksmoor restaurant director Louisa Richards on opening St Pancras in eight weeks at peak Christmas trading, and what it took to do it without breaking the culture that 13 years has built.

Louisa Richards has been at Hawksmoor for nearly 13 years, opening Manchester, opening Edinburgh, running Air Street through Covid, and now overseeing the eight-site London estate as Restaurant Director. In this episode she walks Conor through the eight-week opening of Hawksmoor St Pancras: contracts signed in September, doors open in December, peak Christmas trading, training compressed to seven days, internal-only GM and head chef, tronc-matched pay to make internal moves fair, and the Martini bar that took everyone by surprise (more sold in one night than across the other seven London restaurants combined). Plus the echo-chamber risk of a 20-year senior team that's worked together since day one, why "calm leadership beats chaotic charisma" is her hiring filter, and why she's pushing Hawksmoor away from people-over-process before scale forces the issue.

KEY TAKEAWAYS

• A compressed opening only works on the back of long-tenure leadership; the St Pancras GM and head chef were both internal hires
• Make internal moves fair: tronc-matched pay during peak trading periods turns "yes" into a real choice
• People over process becomes a liability at scale; Hawksmoor's next phase is systemising what's currently in 12 GMs' heads
• The metric most operators ignore is repeat custom. CSI is the headline; segmenting by "new vs lifer" is what changes operating behaviour
• Calm leadership beats chaotic charisma. Heroics don't scale; consistency does

CHAPTERS

0:00 Intro: speed vs standards in multi-site openings

1:49 Welcome, Louisa

2:10 13 years at Hawksmoor: Spitalfields, Manchester, Edinburgh, Air Street, London director

4:33 Opening St Pancras in eight weeks at peak Christmas trading

8:49 Pulling senior leadership out of the highest-volume sites

9:50 Tronc-matched pay so internal moves don't punish people

10:54 What "all hands on deck" actually looks like in support functions

12:34 Hiring on personality when training is compressed to seven days

17:16 Controlling covers per quarter-hour: protecting CSI in the soft launch

19:11 Holding culture across geographies, the long-tenure advantage

20:43 The echo-chamber risk and why people-over-process is dangerous at scale

24:44 KPIs: CSI as North Star, repeat custom as the underlooked metric

26:06 Heat-mapping covers per hour to find the soft hours in mature sites

29:09 People systems: traffic-light reviews, four impact tiers, clarity at scale

33:48 The "messy middle" of an opening, and how to lead through it

34:11 What surprised them: the Martini bar that broke the fridges

38:03 Non-negotiables: a head chef + GM you trust, slow + steady covers

38:29 What scaling Hawksmoor needs next: framework, tech, systems

40:36 The Quick Turn: rapid-fire questions

44:42 Shift Notes: Conor's closing reflections

USEFUL LINKS & RESOURCES

• Louisa Richards on LinkedIn: https://www.linkedin.com/in/louisa-richards-1b498942/
• Hawksmoor: https://thehawksmoor.com/

CONNECT WITH THE SHOW

• All What's Cooking episodes: https://www.nory.ai/podcasts
• Nory: https://www.nory.ai/
• Nory blog: https://www.nory.ai/blog
• Nory on LinkedIn: https://www.linkedin.com/company/asknory/
• Conor Sheridan on LinkedIn: https://www.linkedin.com/in/sheridanconor/

Missed the full episode with Alasdair Murdoch, CEO of Burger King UK? Here's the bite-size cut.

Keep an eye out for our next episode, featuring Louisa Richards, London Restaurant Director, Hawksmoor.

Hosted by Conor Sheridan, CEO of Nory, the AI operating system for hospitality.

LISTEN TO THE FULL EPISODE

Apple Podcasts: https://podcasts.apple.com/us/podcast/discipline-at-scale-alasdair-murdoch-ceo-of-burger-king-uk/id1825066598?i=1000766387278 

Spotify: https://open.spotify.com/episode/6LTWT7hAQyMko3sGhaHSaU?si=YaChoOUDQYCA2AEg1BfO6A 

YouTube: https://youtu.be/qwZLNjJRGCA

CONNECT

Alasdair Murdoch on LinkedIn: https://www.linkedin.com/in/alasdair-murdoch-4105a611/

Conor Sheridan on LinkedIn: https://www.linkedin.com/in/sheridanconor/

Nory: https://www.nory.ai/

All What's Cooking episodes: https://www.nory.ai/podcasts

Burger King UK CEO Alasdair Murdoch on running 600 sites, washing the estate, and the discipline that holds labour flat through a 50% rise in the living wage.

After 30 years across KFC, Pizza Hut International, Pizza Express International, Gourmet Burger Kitchen and now eight years at Burger King UK, Alasdair Murdoch sits down with Conor to walk through the operational mechanics of running a 600-site QSR network through delivery's structural shock, beef inflation and tightening regulation. He explains the £1m-per-site capex discipline behind ~30 openings a year, why "washing the estate" is essential portfolio hygiene, why cash margin matters more than margin % on delivery, how labour cost has only crept up under 1% through a 50% rise in the living wage, and what the Gordon Ramsay Wagyu Whopper says about innovation as a brand lever. Plus a frank view on UK VAT, the operating rhythm that holds it all together, and the lessons in handling pressure he carries from time spent in the army.

KEY TAKEAWAYS

• Delivery isn't a threat for QSR. It's an accelerant; cash margin matters more than margin %
• "Washing the estate" is portfolio hygiene; opening 30 a year only works if you're brave enough to close
• Labour productivity is the moat. Burger King UK's labour % has barely moved through a 50% rise in the living wage
• Two suppliers per key line: tension and food security beat the false economy of one
• Innovation is a lever, not the engine. The Wagyu Whopper brings new people in who still order the Whopper

CHAPTERS

0:00 Intro: the structural impact of delivery

2:43 Welcome, Alasdair

3:04 30 years across QSR (KFC, Pizza Hut, GBK, Burger King)

4:04 Bridgepoint and the master franchise buyback

6:25 Franchising with corporate travel partners (SSP, Moto, Welcome Break)

9:15 Forecourts and the EG / Motor Fuel Group playbook

10:51 Site selection, Precisely and £1m per drive-thru

16:15 Washing the estate: closing what doesn't work

21:07 Delivery: cash margin and the three-aggregator strategy

26:14 Why QSR is having a moment vs casual dining

30:08 Beef +50% and pricing discipline

32:41 Labour productivity through minimum wage hikes

35:17 Two suppliers per key line: Kepak, Dovecote Park, food security

36:29 Innovation, big taste and the Gordon Ramsay Wagyu Whopper

42:43 VAT and the case for hospitality

44:44 Leadership: Mondays, asking the right question, ex-army calm

50:43 The Quick Turn: rapid-fire questions

55:04 Shift Notes: Conor's closing reflections

USEFUL LINKS & RESOURCES

• Alasdair Murdoch on LinkedIn: https://www.linkedin.com/in/alasdair-murdoch-4105a611/ 
• Burger King UK: https://www.burgerking.co.uk/
• Bridgepoint: https://www.bridgepoint.eu/
• SSP Group: https://www.foodtravelexperts.com/
• Moto: https://www.moto-way.com/
• Welcome Break: https://www.welcomebreak.co.uk/
• Motor Fuel Group: https://motorfuelgroup.com/
• Kepak: https://www.kepak.com/
• Dovecote Park: https://www.dovecotepark.com/
• Gordon Ramsay × Burger King Wagyu Whopper: https://www.burgerking.co.uk/wagyu 
• Tax Out campaign on hospitality VAT: https://www.ukhospitality.org.uk/campaigns/taxedout-budget-2025/ 

CONNECT WITH THE SHOW

• All What's Cooking episodes: https://www.nory.ai/podcasts
• Nory: https://www.nory.ai/
• Nory blog: https://www.nory.ai/blog
• Nory on LinkedIn: https://www.linkedin.com/company/asknory/
• Conor Sheridan on LinkedIn: https://www.linkedin.com/in/sheridanconor/

Missed the full episode with Gemma Glasson, CEO of Wahaca? Here's a bite-sized version.

Keep an eye out for our next episode, featuring Alasdair Murdoch, CEO of Burger King UK.

Hosted by Conor Sheridan, CEO of Nory, the AI operating system for hospitality.

LISTEN TO THE FULL EPISODE

Apple Podcasts: [https://podcasts.apple.com/us/podcast/elevating-experience-with-authenticity-gemma-glasson/id1825066598?i=1000763023446]

Spotify: [https://open.spotify.com/episode/4O74zNpqpLjITPb9gAiB4M?si=c87f4fe5a46640ed]

YouTube: [https://youtu.be/Z3wBouaBttc]

CONNECT

Gemma Glasson on LinkedIn: https://www.linkedin.com/in/gemma-glasson-452b7475/

Conor Sheridan on LinkedIn: https://www.linkedin.com/in/sheridanconor/

Nory: https://www.nory.ai/

All What's Cooking episodes: https://www.nory.ai/podcasts

How Wahaca's new CEO rebuilt the guest experience to match the plate — and the partnership campaign that drove £120k of sales without a single discount.

Four years ago, newly promoted Wahaca CEO Gemma Glasson launched Wahaca Reimagined: a line-by-line operational rebuild of the guest experience covering bespoke crockery, cutlery weight, chefs on the pass, new uniforms, rebuilt steps of service and even door handles. In this episode she walks Conor through the full playbook — diagnosing the experience gap, investing in hospitality rather than stripping it out, acquiring customers through brand alignment rather than discounting (including the Atis campaign that drove more than £120k of sales), using Mexico trips and five-year sabbaticals as retention tools, and defending scratch cooking as a moat in an era of UPF backlash. Plus her 2026 strategy distilled to a single line: every guest leaves a super fan.

KEY TAKEAWAYS

• Close the gap between product and experience — in casual dining, every detail is a proxy for quality
• Acquire customers through brand alignment, not margin erosion: the Atis partnership drove £120k+ of sales with zero discounting
• Invest in the fourth and fifth visit, not just the first — loyalty and CRM compound in ways discounts never will
• Pride is a retention strategy: Mexico trips, five-year sabbaticals and a culture people build careers inside
• Scratch cooking is a burden — and an increasingly rare moat as consumers wake up to ultra-processed food

CHAPTERS

0:00 Intro — the experience gap in casual dining

2:39 Welcome, Gemma

3:04 From EY corporate finance to CEO of Wahaca

6:31 Leadership: blue energy, yellow energy and clarity built on empathy

11:39 Launching Wahaca Reimagined — diagnosing the problem

17:47 The operational rebuild: crockery, cutlery, chefs on the pass

27:08 Measuring guest experience — the KPIs that actually matter

31:06 Reaching a younger, digital-native audience

33:49 The Atis partnership and the £120k margarita coaster campaign

36:14 The Mexico connection — pride as a retention strategy

45:33 Growth strategy: brand momentum over new sites

48:41 Reflections on Wahaca Reimagined

51:44 The Quick Turn — rapid-fire questions

57:27 Fixing VAT for UK hospitality

1:01:58 Shift Notes: Conor's closing reflections

CONNECT WITH THE SHOW

All What's Cooking episodes: https://www.nory.ai/podcasts

Nory: https://www.nory.ai/

Nory blog: https://www.nory.ai/blog

Nory on LinkedIn: https://www.linkedin.com/company/asknory/

Conor Sheridan on LinkedIn: https://www.linkedin.com/in/sheridanconor/

Gemma Glasson on LinkedIn: https://www.linkedin.com/in/gemma-glasson-452b7475/

Missed the full episode? Here’s the highlight reel.

In this episode's highlights, Conor Sheridan sits down with Jose Gaytan de Ayala, Investment Manager at Kinnevik, to unpack Nory’s $37m Series B raise - and what it takes to build a category-defining hospitality tech company.

From why Kinnevik chose Nory in a competitive round to how AI is shifting from dashboards to decision-making, this is a candid look at capital, conviction, and real-world impact.

You’ll hear:

>> Why long-term vision and founder–investor alignment mattered most

>> What made Nory stand out in a highly competitive Series B round

>> How AI is moving from reactive reporting to proactive decision-making

>> Why hospitality is one of the most exciting (and under-served) tech opportunities

>> What’s next for Nory across product, AI agents, and global expansion

Hosted by Conor Sheridan, CEO of Nory.

Connect with Jose Gaytan de Ayala on LinkedIn. 

Listen to the full episode on Apple, Spotify & YouTube. 

In this season one wrap-up of What’s Cooking?, Conor Sheridan reflects on the standout insights from 12 leading voices across hospitality. From tech to team culture, discover what really drives profitability at scale. Learn how operators are solving frontline challenges with AI, operational clarity, and people-first leadership.

What you'll learn in this episode

>> How operators at scale are using data to improve forecasting and guest experience.

>> Why culture and people-first leadership are critical to consistent brand delivery.

>> What role adaptability plays in menu innovation and site deployment.

>> The real ROI behind digital tools and why tech must serve a clear commercial goal.

>> How investors assess hospitality ventures and what makes standout founders succeed.

Meet our guests

This bonus episode features highlights from all season one guests, including Tom James, Darko Salaj, Maria McCann, Jonny Bramwell, Mark McCulloch, Chris Demery, Neil Remedios, Jim Hingston, Jose Gaytan de Ayala, Andrew Maxwell, Kate Nicholls, and Amy Hom.

About our host 

Conor Sheridan is the founder and CEO of Nory, a pioneering AI platform helping hospitality brands run smarter, leaner, and more profitably. A former restaurateur himself, Conor blends operational grit with technological vision.

Enjoyed the episode?

Subscribe, leave a review, and share with others who are passionate about better hospitality operations at scale. Let’s push the boundaries of what’s possible!

Visit nory.ai to discover how AI can drive smarter restaurant operations.

Explore Nory’s AI-powered restaurant ops platform: nory.ai

Connect with Conor Sheridan on LinkedIn

Follow:

Tom James on LinkedIn

Darko Salaj on LinkedIn

Maria McCann on LinkedIn

Jonny Bramwell on LinkedIn 

Mark McCollough on LinkedIn

Chris Demery on LinkedIn

Neil Remedios on LinkedIn

Jim Hingston on LinkedIn

Jose Gaytan de Ayala on LinkedIn

Andrew Maxwell on LinkedIn

Kate Nicholls on LinkedIn

Amy Hom on LinkedIn

Learn more about Nory on LinkedIn

Short on time? Here’s the essence.

In this episode's highlights, Mark McCulloch, CMO of Prezzo Italian and founder of Hospitality Marketing Guru, breaks down why brand is not a logo, a launch, or a one-off campaign - it’s an operating system for the entire business.

Drawing on his experience across Pret, YO! Sushi and Prezzo Italian, Mark shares how to diagnose brand problems properly, align culture with product and reputation, and navigate marketing decisions in a margin-pressured industry.

You’ll hear:

>> Why rebrands should be the last lever you pull, not the first

>> The difference between brand and branding and why it matters

>> How misalignment between culture, product and reputation kills value

>> Why consistency in food and service is non-negotiable at scale

>> How to think about marketing investment beyond short-term attribution

Hosted by Conor Sheridan, CEO of Nory.

Connect with Mark McCulloch on LinkedIn. 

Listen to the full episode on Apple, Spotify & YouTube. 

In this episode of What’s Cooking?, host Conor Sheridan talks with Alison Wong, Chief Financial Officer at House of Gods Hotel, about scaling financial leadership in hospitality. From consultancy to C-suite, Alison shares powerful insights on balancing operational rigour with guest experience, building scalable systems, and leading transformation with empathy. A must-listen for operators navigating complexity and growth.

What you'll learn in this episode

>> Why hospitality CFOs must balance cost control with creative flair

>> How consistency across operations can unlock scalable success

>> The importance of product discovery in transformation projects

>> Why optimising alone won't solve rising cost pressures in hospitality

>> How AI and automation can be introduced without losing the human touch

Meet our guest 

Alison Wong is the CFO of House of Gods Hotel, bringing 15+ years of finance experience across hospitality, private equity, and consultancy. She specialises in financial transformation, fundraising, and building scalable structures that preserve guest experience.

About our host 

Conor Sheridan is the founder and CEO of Nory, a pioneering AI platform helping hospitality brands run smarter, leaner, and more profitably. A former restaurateur himself, Conor blends operational grit with technological vision.

Enjoyed the episode?

Subscribe, leave a review, and share with others who are passionate about better hospitality operations at scale. Let’s push the boundaries of what’s possible!

Visit nory.ai to discover how AI can drive smarter restaurant operations.

Explore Nory’s AI-powered restaurant ops platform: nory.ai

Connect with Conor Sheridan on LinkedIn

Follow Alison Wong on LinkedIn

Learn more about Nory on LinkedIn

Pressed for time? Here’s the condensed version.

In this episode's highlights, Jonny Bramwell, Regional Head of Operations at Rosa’s Thai, breaks down what operational excellence really looks like when you’re scaling fast - without losing heart, culture, or energy.

From rolling out Rosa’s Done Right across 46 locations to redefining success beyond the P&L, Jonny shares how clarity, language, and people-first leadership drive results.

You’ll hear:

>> Why giving GMs “the gift of time” changes everything

>> How Rosa’s Done Right created shared language across the business

>> Why peer-led coaching beats top-down audits

>> How guest sentiment and team retention outperform traditional metrics

>> What “beautiful chaos” means and why it’s core to the Rosa’s experience

Hosted by Conor Sheridan, CEO of Nory.

Connect with Jonny Bramwell on LinkedIn. 

Listen to the full episode on Apple, Spotify & YouTube. 

Culture isn’t top-down - it’s built from the ground up.

In this episode’s highlights, Blacklock’s Ops Director Maria McCann shares how a people-first approach to training, onboarding and culture has driven real results across their growth.

You’ll hear:

>> Why off-the-shelf training can’t build brand culture

>> How investing in people slashes turnover and boosts profitability

>> The power of bottom-up values creation

>> Why onboarding is about time, not checklists

>> What the “Power of 1%” really means in hospitality

Hosted by Conor Sheridan, CEO of Nory.

Connect with Maria McCann on LinkedIn.

Listen to the full episode on Apple, Spotify & YouTube. 

In this episode of What’s Cooking?, host Conor Sheridan talks with Amy Hom, Chief Operating Officer at Barcelona Wine Bar, about scaling leadership in hospitality. From humble beginnings to the C-suite, Amy shares powerful insights on developing frontline teams, creating real culture, and making operations more human. A must-listen for operators navigating complexity at scale.

What you'll learn in this episode

>> Why frontline development is a non-negotiable for restaurant success

>> How to balance empathy with high standards in leadership

>> Practical advice on implementing new tech in multi-site operations

>> The importance of stay interviews and succession planning

>> Why culture is built through action, not slogans

Meet our guest 

Amy Hom is a veteran operator and board leader with over 20 years in hospitality. From sweetgreen to REEF and now Barcelona Wine Bar, Amy has held top roles and now channels her experience into mentoring future leaders through initiatives like LEAD and GLEAM Network.

About our host 

Conor Sheridan is the founder and CEO of Nory, a pioneering AI platform helping hospitality brands run smarter, leaner, and more profitably. A former restaurateur himself, Conor blends operational grit with technological vision.

Enjoyed the episode?

Subscribe, leave a review, and share with others who are passionate about better hospitality operations at scale. Let’s push the boundaries of what’s possible!

Visit nory.ai to discover how AI can drive smarter restaurant operations.

Explore Nory’s AI-powered restaurant ops platform: nory.ai

Connect with Conor Sheridan on LinkedIn

Follow Amy Hom on LinkedIn

Learn more about Nory on LinkedIn

Giggling Squid didn’t scale by playing it safe.

In this episode’s highlights, Ops Director Darko Salaj shares what it really takes to grow a hospitality brand - through delays, chaos, and curveballs.

You’ll hear:

>> Why resilience, not perfection, is the key to successful openings

>> The value of championing individuality (even at 50+ sites)

>> How tech should support and never replace great operators

>> Why hands-on leadership still wins

Hosted by Conor Sheridan, CEO of Nory.

Connect with Darko Salaj on LinkedIn.

Listen to the full episode on Apple, Spotify & YouTube. 

Missed the full conversation? Here’s your shortcut.

In this episode’s highlights, Bill’s MD Tom James breaks down what it really takes to lead change in hospitality - from repositioning a legacy brand to launching delivery with precision.

You’ll hear:

>> Why brand clarity matters more than ever

>> How Bill’s doubled down on breakfast, brunch and Gen Z appeal

>> The role of systems in enabling fast, frictionless change

>> What 66,000 pancakes tell us about product-market fit

>> Why investing in people is the smartest move you can make

Hosted by Conor Sheridan, CEO of Nory.

Connect with Tom James on LinkedIn.

Listen to the full episode on Apple, Spotify & YouTube. 

In this special episode of What's Cooking, Nory CEO Conor Sheridan sits down with Kate Nicholls OBE, Chair of UKHospitality, to dissect the UK Budget 2025 and what it really means for operators on the ground.

The Chancellor promised "root and branch" reform of business rates and a reset that would lower bills for hospitality whilst increasing them for online giants. Instead, operators got the exact opposite. With National Living Wage rising 4.1%, employer National Insurance contributions jumping from 13.8% to 15%, and the NI threshold dropping from £9,100 to £5,000, the sector is facing thousands in additional costs per venue from April 2026.

Kate doesn't hold back on how the government has "badly let down" the industry, but she also provides practical, actionable advice for operators trying to navigate these changes. From challenging business rates valuations to the case for VAT cuts, this episode gives you the tools and context you need to protect your P&L and understand the political landscape ahead.

Whether you're running a single-site independent or managing a multi-site operation, this is essential listening for anyone in UK hospitality right now.

Meet Our Guest

Kate Nicholls OBE is Chair of UK Hospitality and one of the industry's most influential voices, with decades of experience spanning Whitbread, the European Parliament, and 14+ years leading hospitality trade organisations - most notably becoming the sector's fiercest advocate during COVID when she fought to keep millions of jobs alive and get the industry reopened.

About our Host 

Conor Sheridan is the founder and CEO of Nory, a pioneering AI platform helping hospitality brands run smarter, leaner, and more profitably. A former restaurateur himself, Conor blends operational grit with technological vision.

>> How National Living Wage increases, NI contribution rises, and business rates changes will impact your P&L from April 2026, and why a typical 50-staff venue faces thousands in additional annual costs

>> Actionable advice on challenging business rates valuations through the VOA, verifying relief has been correctly applied, and strategies for menu engineering and efficiency improvements

>> Kate explains how the "root and branch" business rates reform delivered the opposite of what was promised, and what the harsh reality means for operators already struggling with no cash reserves

>> Why a VAT reduction (even 5 percentage points) would provide the fastest return on investment for government and deliver immediate relief to hospitality, with evidence from COVID and post-financial crash examples

>> The critical windows of opportunity including the Finance Bill, Scotland and Wales elections in May, and why making hospitality a political battleground issue is essential for survival

Enjoyed the episode?

Subscribe, leave a review, and share with others who are passionate about better hospitality operations at scale. Let’s push the boundaries of what’s possible!

Want tips on how to challenge your business rates valuation? Check out the resources here.

Visit nory.ai to discover how AI can drive smarter restaurant operations.

Explore Nory’s AI-powered restaurant ops platform: nory.ai

Connect with Conor Sheridan on LinkedIn

Follow Kate Nicholls on LinkedIn

Learn more about Nory on LinkedIn

In this episode of What’s Cooking? host Conor Sheridan, CEO and founder of Nory, chats with Andrew Maxwell, Operating Partner at Imbiba, about what it really takes to scale and invest in hospitality businesses. From growing Boojum into Ireland’s leading Mexican QSR to guiding high-growth brands like House of Gods, Andrew shares practical insights into the inflection points, red flags, and cultural foundations that drive sustainable growth - both on the floor and from the boardroom.

What You'll Learn in This Episode

>> The critical inflection points in scaling hospitality businesses

>> Red flags that signal a company isn't ready for investment

>> Why technology must enable - not complicate - operations

>> How founder mindset and team culture impact long-term success

>> What investors look for beyond the numbers

Meet our Guest 

Andrew Maxwell is Operating Partner at Imbiba, with a track record of building and exiting businesses across leisure and hospitality. He previously scaled Boojum into Ireland’s largest Mexican QSR before moving into investment, where he now supports high-growth brands across Europe.

About our Host 

Conor Sheridan is the founder and CEO of Nory, a pioneering AI platform helping hospitality brands run smarter, leaner, and more profitably. A former restaurateur himself, Conor blends operational grit with technological vision.

Enjoyed the Episode?

Subscribe, leave a review, and share with others who are passionate about better hospitality operations at scale. Let’s push the boundaries of what’s possible!

Visit nory.ai to discover how AI can drive smarter restaurant operations.

Explore Nory’s AI-powered restaurant ops platform: nory.ai

Connect with Conor Sheridan on LinkedIn

Follow Andrew Maxwell on LinkedIn

Learn more about Nory on LinkedIn

In this episode of What’s Cooking? host Conor Sheridan, CEO and founder of Nory, chats with Jim Hingston, Digital & Technology Director at Azzurri Group, about what it really takes to make digital transformation stick in hospitality. From integrating across five brands to prioritising projects that actually move the needle, Jim shares practical insights into building tech that delivers operational impact - not just dashboards.

What You'll Learn in This Episode

>> Why “relentless prioritisation” is essential for digital success in hospitality

>> How to manage tech integration across multiple brands with varied needs

>> The pros and cons of building vs buying digital solutions at scale

>> How Azzurri Group uses data to drive decisions across 250 locations

>> Why team engagement is critical to rolling out new systems effectively

Meet our Guest 

Jim Hingston is the Digital and Technology Director at Azzurri Group, leading digital strategy for brands like Zizzi, ASK Italian, Coco di Mama, and Boojum. With 20+ years’ experience in tech and e-commerce, Jim brings deep expertise in customer-first digital innovation.

About our Host 

Conor Sheridan is the founder and CEO of Nory, a pioneering AI platform helping hospitality brands run smarter, leaner, and more profitably. A former restaurateur himself, Conor blends operational grit with technological vision.

Enjoyed the Episode?

Subscribe, leave a review, and share with others who are passionate about better hospitality operations at scale. Let’s push the boundaries of what’s possible!

Visit nory.ai to discover how AI can drive smarter restaurant operations.

Explore Nory’s AI-powered restaurant ops platform: nory.ai

Connect with Conor Sheridan on LinkedIn

Follow Jim Hingston on LinkedIn

Learn more about Nory on LinkedIn

In this episode of What’s Cooking? Neil Remedios, Operations Lead for Dave’s Hot Chicken UK and Ireland, joins Conor Sheridan, CEO and founder of Nory, live from the 2025 Hospitality Tech Expo to unpack the fast, furious journey of scaling one of the world’s hottest QSR brands, under the Azzurri Group umbrella. From why a copy-and-paste localisation isn’t always possible, to launching 7 sites in under 12 months, Neil shares how operational discipline, team culture, and strategic systems fuel sustainable growth. Learn why speed is nothing without structure - and why consistency is king in QSR expansion.

What you'll learn in this episode

>> How Dave’s Hot Chicken plans on opening 7 restaurants in under 12 months

>> The localisation challenges of bringing a US brand to the UK market

>> Operational tactics for delivering consistent guest experiences at scale

>> Why investing in people and training is key to sustainable QSR growth

>> The role of strategic partnerships and back-of-house systems in rapid expansion

Meet our guest 

Neil Remedios is the UK & Ireland Operations Lead at Dave’s Hot Chicken. With a background in strategic leadership and hands-on hospitality experience, Neil has led the brand's explosive UK entry, blending operational excellence with local market insight.

About our host 

Conor Sheridan is the founder and CEO of Nory, a pioneering AI platform helping hospitality brands run smarter, leaner, and more profitably. A former restaurateur himself, Conor blends operational grit with technological vision.

Enjoyed the Episode?

Subscribe, leave a review, and share with others who are passionate about better hospitality operations at scale. Let’s push the boundaries of what’s possible!

Visit nory.ai to discover how AI can drive smarter restaurant operations.

Explore Nory’s AI-powered restaurant ops platform: nory.ai

Connect with Conor Sheridan on LinkedIn

Follow Neil Remedios on LinkedIn

Learn more about Nory on LinkedIn

In this episode of What’s Cooking? Chris Demery, CTO of Blaze Pizza, joins Conor Sheridan CEO and founder of Nory, to unpack the gritty realities of tech transformation in hospitality. From piloting new systems to navigating franchise complexity, Chris shares how Blaze Pizza balances innovation with profitability. Learn why the best restaurant tech isn’t flashy—it’s functional, scalable, and obsessively guest-centric.

What You'll Learn in This Episode

>> Why piloting tech in one, five, twenty, then 100 stores is critical to scale

>> How Blaze Pizza manages tech across franchisees of varying sizes

>> The role of AI in refining speed of service and off-premise convenience

>> Why collaboration—not control—is key to successful tech rollouts

>> Which restaurant metrics matter most to determine ROI

Meet our Guest 

Chris Demery, CTO of Blaze Pizza, brings over 30 years of experience in tech leadership across Domino’s, P.F. Chang’s, and now Blaze. He champions practical, scalable solutions that align with guest needs and franchise goals—delivering real value, not just new features.

About our Host 

Conor Sheridan is the founder and CEO of Nory, a pioneering AI platform helping hospitality brands run smarter, leaner, and more profitably. A former restaurateur himself, Conor blends operational grit with technological vision.

Enjoyed the Episode?

Subscribe, leave a review, and share with others who are passionate about better hospitality operations at scale. Let’s push the boundaries of what’s possible!

Visit nory.ai to discover how AI can drive smarter restaurant operations.

Explore Nory’s AI-powered restaurant ops platform: nory.ai

Connect with Conor Sheridan on LinkedIn

Follow Chris Demery on LinkedIn

Learn more about Nory on LinkedIn

In this special episode of What’s Cooking?, host Conor Sheridan, CEO and founder of Nory, is joined by Jose Gaytan de Ayala, Investment Manager at Kinnevik, to unpack Nory’s recent $37 million Series B raise. They dive into what attracted Kinnevik to Nory, how AI is revolutionising restaurant operations, and what it takes for a hospitality tech company to win in a legacy industry. This is a candid conversation about capital, culture, and creating real-world impact.

Nory is on a mission to put restaurants back in control of their own profitability. More sites opened, more jobs created, more money pocketed.

What You'll Learn in This Episode

>> How Nory plans to double profitability for restaurant partners

>> The power of permanent capital in venture investing

>> How AI is becoming a proactive force in hospitality operations

>> Why legacy industries like hospitality are ripe for tech disruption

Meet Our Guest

Jose Gaytan de Ayala is an Investment Manager at Kinnevik, where he leads SaaS and AI investments. With a background spanning Credit Suisse, NFX, and Kibo Ventures, Jose brings a systematic and growth-oriented approach to venture investing in Europe and the U.S.

About the Host

Conor Sheridan is the founder and CEO of Nory, an AI-powered restaurant management system alongside being the co-founder of Mad Egg. Conor blends hands-on restaurant experience with a passion for tech-driven efficiency and profitability in hospitality.

Enjoyed the Episode?

Subscribe, leave a review, and share with others who are passionate about better hospitality operations at scale. Let’s push the boundaries of what’s possible!

Visit nory.ai to discover how AI can drive smarter restaurant operations.

Explore Nory’s AI-powered restaurant ops platform: nory.ai

Connect with Conor Sheridan on LinkedIn

Follow Jose Gaytan de Ayala on LinkedIn

Learn more about Nory on LinkedIn

What does it take to align brand, culture, and operations in hospitality? Mark McCulloch, Founder of Hospitality Marketing Guru and CMO of Prezzo Italian, joins Conor Sheridan, CEO and founder of Nory, on the latest episode of What’s Cooking? to share how he led a successful brand repositioning at national scale. From Pret to Prezzo Italian, Mark dives into building brand DNA, strategic marketing leadership, and navigating the friction between vision and operational reality.

What You'll Learn in This Episode

>> Why a brand is more than just a logo—it’s your business operating system.

>> The strategic process behind Prezzo’s rebrand to Prezzo Italian.

>> How to align culture, product, and reputation for scalable growth.

>> The role of AI in marketing planning and personalisation in hospitality.

>> How to measure marketing success in a margin-conscious industry.

Meet Our Guest

Mark McCulloch is a veteran hospitality marketer and CMO of Prezzo Italian. He’s helped shape iconic brands like Pret A Manger and YO! Sushi, and now leads marketing strategy at Prezzo Italian while training the next generation through Hospitality Marketing Guru.

About the Host

Conor Sheridan is the founder and CEO of Nory, an AI-powered restaurant management system alongside being the co-founder of Mad Egg. Conor blends hands-on restaurant experience with a passion for tech-driven efficiency and profitability in hospitality.

Enjoyed the Episode?

Subscribe, leave a review, and share with others who are passionate about better hospitality operations at scale. Let’s push the boundaries of what’s possible!

Visit nory.ai to discover how AI can drive smarter restaurant operations.

Explore Nory’s AI-powered restaurant ops platform: nory.ai

Connect with Conor Sheridan on LinkedIn

Follow Mark McCollough on LinkedIn

Learn more about Nory on LinkedIn

What does operational excellence really look like in the real world of hospitality? In this episode of What’s Cooking? Conor Sheridan, CEO and founder of Nory, sits down with Jonny Bramwell, Regional Head of Operations at Rosa’s Thai, to explore how the brand scaled a transformative internal programme—Rosa’s Done Right. Jonny shares leadership lessons, key challenges, and how to balance beautiful chaos with brand consistency across 46+ locations. 

Discover how aligning culture with systems drives results in team retention, guest sentiment, and commercial performance.

What You'll Learn in This Episode

>> How Rosa’s Thai used the "Rosa’s Done Right" framework to embed consistency across 46 locations

>> Why bottom-up leadership and team empowerment are critical for successful operational transformation

>> How focusing on guest sentiment and team turnover can unlock long-term profitability

>> What “beautiful chaos” means and why it’s a strategic asset, not a liability

>> Why new openings now require faster, more impactful rollouts—and how Rosa’s is leading the way

Meet Our Guest

Jonny Bramwell is the Regional Head of Operations at Rosa’s Thai and a hospitality leader known for blending operational rigour with creative energy. With a career spanning venue launches, content creation, and strategic leadership, Jonny is passionate about building engaged teams and delivering consistent, memorable guest experiences.

About the Host

Conor Sheridan is the founder and CEO of Nory, an AI-powered restaurant management system alongside being the co-founder of Mad Egg. Conor blends hands-on restaurant experience with a passion for tech-driven efficiency and profitability in hospitality.

Enjoyed the Episode?

Subscribe, leave a review, and share with others who are passionate about better hospitality operations at scale. Let’s push the boundaries of what’s possible!

Visit nory.ai to discover how AI can drive smarter restaurant operations.

Explore Nory’s AI-powered restaurant ops platform: nory.ai

Connect with Conor Sheridan on LinkedIn

Follow Jonny Bramwell on LinkedIn

Learn more about Nory on LinkedIn

In this episode of What’s Cooking? Conor Sheridan, CEO and founder of Nory, sits down with Maria McCann, Operations Director at Blacklock, to uncover how the brand has grown without compromising its people-first ethos. From retaining team culture across regions to transforming chef training, Maria shares tactical insights that have helped Blacklock scale smartly and sustainably. 

Discover the role of radical candour, local community integration, and leadership development in building hospitality teams that thrive.

What You'll Learn in This Episode

>> How Blacklock retains and exports its culture as it expands outside London

>> Why succession planning across venues fosters internal growth

>> The impact of bespoke training like Radical Candour on kitchen culture

>> How Blacklock uses local engagement to ensure new venue success

>> Why investing in people lowers turnover and improves profitability

Meet Our Guest

Maria McCann is Operations Director at Blacklock and a hospitality veteran with over 17 years of experience. From Shake Shack to Blacklock, she has built a reputation for creating people-first cultures that fuel operational excellence and sustainable growth.

About the Host

Conor Sheridan is the founder and CEO of Nory, an AI-powered restaurant management system alongside being the co-founder of Mad Egg. Conor blends hands-on restaurant experience with a passion for tech-driven efficiency and profitability in hospitality.

Enjoyed the Episode?

Subscribe, leave a review, and share with others who are passionate about better hospitality operations at scale. Let’s push the boundaries of what’s possible!

Visit nory.ai to discover how AI can drive smarter restaurant operations.

Explore Nory’s AI-powered restaurant ops platform: nory.ai

Connect with Conor Sheridan on LinkedIn

Follow Maria McCann on LinkedIn

Learn more about Nory on LinkedIn

In this episode of What’s Cooking? Conor Sheridan, CEO and founder of Nory, sits down with Darko Salaj, Operations Director at Giggling Squid, to uncover the unconventional strategies behind the brand's rapid expansion. 

From thriving amid Covid to rejecting corporate rigidity, Darko shares his unique approach to operations, leadership, and scaling sustainably. Tune in to discover how embracing individuality and structured chaos can be a winning formula for hospitality.

What You'll Learn in This Episode

>> Why "slow down to go fast" became Darko’s mantra for growth.

>> The surprising benefits of structured chaos in hospitality operations.

>> How Giggling Squid kept scaling through Covid while maintaining culture.

>> Why personal connection beats metrics in spotting operational red flags.

>> The role of resilience and individuality in building strong restaurant teams.

Meet Our Guest

Darko Salaj is Operations Director at Giggling Squid, where he brings over 25 years of hospitality experience across major brands like Prezzo and Chimichanga. Known for his hands-on leadership and candid insights, Darko has helped scale Giggling Squid to over 50 sites while preserving its founder-led spirit.

About the Host

Conor Sheridan is the founder and CEO of Nory, an AI-powered restaurant management system alongside being the co-founder of Mad Egg. Conor blends hands-on restaurant experience with a passion for tech-driven efficiency and profitability in hospitality.

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Tom James, Managing Director at Bill’s Restaurants, joins Conor Sheridan, CEO and founder of Nory, to share how he led the brand through record-breaking growth over the past 4 years by doubling down on guest experience, change management, and technology. 

With decades of experience and a deep operational background, Tom shares how he’s led Bill’s Restaurants through significant transformation, balancing heritage and innovation while maintaining a relentless focus on the guest experience.

Listeners will gain insights into how Tom approaches change management, builds alignment across teams, and integrates new technologies without losing sight of what makes a hospitality brand thrive. From piloting initiatives at select sites to rethinking training and communication across 47 locations, this episode is a masterclass in the leadership strategies and operational tactics that helped a legacy brand adapt and thrive in a dynamic hospitality landscape.

What You'll Learn in This Episode

>> How to lead a successful change management programme in hospitality

>> Why guest experience is the single most important operational metric

>> The value of frontline team empowerment through tech and training

>> What it takes to trial and scale innovation across multiple sites

>> How data-driven decisions improve team engagement and profitability

Meet Our Guest

Tom James is Managing Director at Bill’s Restaurants, where he has led the brand to record sales and a 100% increase in EBITDA. With over 30 years in hospitality, Tom has held leadership roles at Jamie’s Italian, Coppa Club, and Harbour Hotels, known for his operational excellence and people-first approach.

About the Host

Conor Sheridan is the founder and CEO of Nory, an AI-powered restaurant management system alongside being the co-founder of Mad Egg. Conor blends hands-on restaurant experience with a passion for tech-driven efficiency and profitability in hospitality.

Enjoyed the Episode?

Subscribe, leave a review, and share with others who are passionate about better hospitality operations at scale. Let’s push the boundaries of what’s possible!

Visit nory.ai to discover how AI can drive smarter restaurant operations.

Explore Nory’s AI-powered restaurant ops platform: nory.ai

Connect with Conor Sheridan on LinkedIn

Follow Tom James on LinkedIn

Learn more about Nory on LinkedIn

What's Cooking? is the podcast for hospitality operators scaling smart. Hosted by Conor Sheridan – CEO and co-founder of Nory, and a former operator who built and ran multi-site restaurant brands himself – each episode goes behind the scenes of fast-growing restaurant groups to explore the operational challenges that actually matter - like disconnected systems, staffing chaos, and margin pressure.

Through honest conversations with industry leaders you’ll get practical insight into what’s working on the ground right now - from automation and AI to culture, data, and waste reduction. No fluff. No forecasts. Just the blueprint for better hospitality operations at scale.

New episodes every two weeks.