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

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:

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

Internal and External Perceptions:

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

Balancing Work and Well-being:

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

Practical Applications of Psychology:

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

Leadership and Team Dynamics:

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

Motivational Insights:

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

Key Quotes:

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

Interactive Q&A:

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

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

inspire.

**Join the Conversation:**

- Twitter: @IoH_Online

- Instagram: @ioh_online

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

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

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

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

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

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 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

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

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/

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

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

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/

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

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

It’s tough for businesses out there at the moment.  We can probably all agree on that, so we thought it would be interesting to learn some key things in building a stable business.

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

There were some fantastic points raised including:-

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

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

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

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

Enjoy!

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

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

I’m In Special – How do the technological trends of today, impact the hospitality industry of tomorrow?

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

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

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

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

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

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

Enjoy!

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

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

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

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

Key Takeaways:

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

Memorable Quotes:

"People follow people." – Raj Chakraborty

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

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

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

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

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

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

Host: Phil Street FIH

Guests:

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

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

**Join the Conversation:**

- Twitter: @IoH_Online

- Instagram: @ioh_online

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

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

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

Something a little different for you this month as we mixed things up and didn’t even have Phil hosting this discussion.  We brought in Robert Richardson as a guest host as we thought it would be interesting to hear just how important Fellowship of the Institute is from none other than the three recipients (So far) of the Fellowship award, Stephen Carter OBE FIH, Harry Murray MBE MI FIH and Phil Street FIH.

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

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

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

Enjoy!

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

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

How do the technological trends of today, impact the hospitality industry of tomorrow?

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

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

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

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

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

Enjoy!

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

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

Another heavy weight topic for you this month as Phil invited three more wonderful humans from within the IOH membership to get stuck into the subject of Net Zero and whether it is even achievable.

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

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

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

And so much more.

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

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

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

Enjoy!

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

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

Where would we all be if we did not have even the slightest bit of confidence?  But where does it come from?  How can we build it and how do we ensure that our confidence well is nicely filled up, without being overflowing?

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

And it doesn’t disappoint as they explore: -

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

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

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

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

Enjoy!

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

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

What a cracker we have for you this month as Phil welcomed three more wonderful humans from the IOH membership to chat through a topic that, as Phil puts it, should be on everyone’s mind, Wellbeing in the kitchen.

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

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

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

And so much more.

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

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

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

Enjoy!

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

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

The importance of the Front Office Manager

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

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

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

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

And so much more.

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

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

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

Enjoy!

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

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

“Your life doesn’t get better by chance; it gets better by change” – Jim Rohn

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

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

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

And so much more.

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

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

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

Enjoy!

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

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

“Hospitality means primarily the creation of free space where the stranger can enter and become a friend instead of an enemy. Hospitality is not to change people, but to offer them space where change can take place. It is not to bring men and women over to our side, but to offer freedom not disturbed by dividing lines.” - Henri J.M. Nouwen

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

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

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

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

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

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

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

Enjoy!

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

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

“An acquaintance merely enjoys your company, a fair-weather companion flatters when all is well, a true friend has your best interests at heart and the pluck to tell you what you need to hear.” - E.A. Bucchianeri, taken from Brushstrokes of a Gadfly

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

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

In a wonderfully energetic discussion, they covered: -

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

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

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

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

Enjoy!

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

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

Everyone of us takes sole responsibility for building our own career.  But what are some great strategies to do so and is it always in our hands?

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

They covered: -

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

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

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

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

Enjoy!

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

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

Host: Phil Street FIH

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

Artwork and Branding: Sonia Cresswell (MIH)

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

Key Learnings from this episode:

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

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

**Join the Conversation:**

- Twitter: @IoH_Online

- Instagram: @ioh_online

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

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

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

We all need to focus on personal growth, whether in work or at home.  But how, what, why and where do we get started?

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

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

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

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

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

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

Enjoy!

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

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

After 18 months of producing the podcast, we thought it would be interesting to start mixing things up a bit.  Introducing our “Importance of” series where from time to time, we’ll take a look at a specific role within hospitality and discuss just how important it is.

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

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

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

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

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

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

Enjoy!

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

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

NB: This podcast drops exclusively to members of the Institute of Hospitality 2 weeks before the wider world.

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

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

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

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

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

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

Enjoy!

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

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

The Future of Hospitality Education

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

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

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

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

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

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

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

They covered areas such as: -

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

Along with lots more.

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

Enjoy!

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

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

Look Ahead Special 2023

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

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

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

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

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

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

Enjoy!

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

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

I’m In Episode 17 – Building Remote Teams

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

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

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

Sanchez MIH and Liz Hartstone FIH.

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

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

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

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

Along with a whole lot more.

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

Enjoy!

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

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

I’m In - Passion4Hospitality Special – Attitude

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

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

Enter, Attitude.

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

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

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

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

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

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

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

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

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

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

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

Culture, we all talk about it and try to get it right, but what is it and what can we do to make sure your nailing your culture.

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

And they did not disappoint.

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

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

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

They covered:-

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

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

Enjoy!

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

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

Where would we all be without our own reputation?  It can both help and hinder you, dependent on where you are so we thought we’d enlist the help of three more awesome IOH members to pull this subject apart and discuss how we can all build and maintain our own reputations.

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

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

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

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

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

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

Enjoy!

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

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

There’s a lot written about the importance of Legacy to each of us but how do you maintain a legacy from the past, live it in the present and preserve it and evolve it for the future?

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

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

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

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

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

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

Enjoy!

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

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

Welcome to another enlightening episode of I'm In, hosted by Phil Street FIH. As we look ahead to 2025, we dive deep into the intersection of technology, education, hospitality, and workforce dynamics.

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

Overview:

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

Key Discussions:

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

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

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

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

Host:

Phil Street FIH

Guests:

Simon Casson FIH: CEO of Corinthia Hotels

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

Eloise Hanson AIH: Editor, Boutique Hotel News

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

**Join the Conversation:**

- Twitter: @IoH_Online

- Instagram: @ioh_online

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

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

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

Something a little different for you this month as we go back over old ground and reopen our discussion around mindset v experience to 3 more amazing humans from within the IOH membership.

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

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

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

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

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

Enjoy!

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

I know what you’re thinking, why on earth would you want to talk about Redundancy?  Well, having been through redundancy myself in the past, I’ve believed for a long time that it is something that should not be feared and therefore, let’s talk about it openly.

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

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

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

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

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

Enjoy!

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

Ahhhh, Innovation. It’s all around us, perhaps you’re even leading some right now. But can it always be considered a good thing?

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

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

included: -

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

There were some great points raised around innovation including: -

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

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

Enjoy!

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

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

One year of saying I’m in - Special

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

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

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

said I’m in which included:-

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

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

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

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

Enjoy!

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

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

We’re always trying to think of interesting discussion topics and so Phil was delighted to get an opportunity to discuss something that has been on his mind for years.  Can a mature mindset achieve the same results as pure experience?

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

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

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

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

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

Enjoy!

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

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

It was once said that Adversity comes for us all and I think it’s fair to say that the last 2 years have asked brought each of us a level of adversity that we were not perhaps ready for.  With that in mind, we thought it was time for another special.

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

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

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

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

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

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

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

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

Enjoy!

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

https://www.instituteofhospitality.org

Today’s topic is not far away from anyone’s thoughts.  As we look to continue our improvement in this vast subject matter, Phil was once again joined by three more awesome humans from the IOH membership in the form of Sian Raan AIH, Dr Maria Gebbels MIH & Robin Sheppard FIH.

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

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

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

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

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

Enjoy!

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

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

For a long time, I’ve been fascinated as to how do we make our decisions?  Are they always strategic?  Does our instinct win when making the choices?

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

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

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

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

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

Enjoy!

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

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

I’m In Episode 7 – Personal & Business Evolution

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

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

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

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

Other ideas included: -

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

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

Enjoy!

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

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

Look Ahead Special

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

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

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

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

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

Enjoy!

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

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

Guests:

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

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

Episode Description: 

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

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

Why They Said "I'm In":

Tej Walia: 

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

Christie Hayes: 

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

Alesandra Beqiraj: 

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

Conclusion: 

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

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

**Join the Conversation:**

- Twitter: @IoH_Online

- Instagram: @ioh_online

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

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

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

Social media dominates how the world consumes its information these days and so what better topic is there to put through its paces with the help of three more superstars from within the IOH membership (And one actual employee of the IOH itself).

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

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

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

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

Enjoy!

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

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

With sustainability high on everyone’s agenda we thought we’d delve into this important topic with the help of three more exceptional humans from within the IOH membership.

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

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

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

Enjoy!

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

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

Passion 4 Hospitality

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

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

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

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

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

Enjoy!

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

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

Another month passes and 3 more wonderful people from within the IOH ranks joined Phil Street, MIH to chat job hunting under the banner of New year, New Job, New you.

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

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

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

Enjoy!

For any feedback on the show or to put yourself

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

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