Hospitality Meets... with Phil Street

Episode

• 
  #269 - Hospitality Meets Bradley Dorrington - The Story of Dirty Kebabs and Haunted Hotels 19.08.2026 1j 6mnt

  What pairs beautifully with a £250 bottle of Californian wine?Apparently, a proper dirty kebab at two o’clock in the morning.For Bradley Dorrington, co-owner of The Wine Cellar in Bury St Edmunds, that particular combination perfectly captures hospitality: great drinks, questionable late night food and hours spent putting the world to rights with somebody else from the industry.Bradley opened The Wine Cellar at just 25, after abandoning the traditional university route, turning down an apprenticeship with a space company and throwing himself into hospitality instead.Four years and more than 50,000 guests later, the doors are still very much open (despite one Facebook critic confidently declaring that “wine bars are so eighties” and would never work)We CoverWhy hospitality is an industry that finds youTurning down a career in the space industry for pubs, hotels and wineBuilding The Wine Cellar in just six weeksNot sleeping for six days before openingLaunching a business at 25 and learning to ignore the noiseThe customer who asked Bradley to sort out her 26-year-old sonNaming his daughter Margaux after Château Margaux - and attempting to make her tax deductibleDrinking £250 wine with a dirty kebab at 2amWhy genuine hospitality is about far more than serviceImposter syndrome and remembering that you earned your place in the roomFacebook’s Tony and his prediction that wine bars would never workWeddings, night porters and unexplained happenings at Chilston ParkWhy Bradley believes hospitality should be taken seriously as a careerQuotables“Hospitality is an industry that finds you. You don’t necessarily find it.”“This is hospitality. I can’t explain it any more than this.”“I think it kind of almost makes her tax deductible as well, which is quite nice.”“Wine bars are so eighties. Never gonna work.”“You’re only as good as your last service. You’re only as good as your last glass of wine you poured.”Final ObservationFor all the entrepreneurial drive in Bradley’s story, the thing that comes through most strongly is how much he simply loves hospitality.The people. The stories. The late nights. The community. The ridiculous moments that become memories years later.Near the end of the conversation, Bradley sums it up better than we possibly could:Hospitality makes memories, happiness, laughter, conversation and friendships.Sometimes it also makes a £250 bottle of wine taste perfectly appropriate alongside a dirty kebab.And frankly, we’re completely on board with that.Show PartnerA big shout out to today’s show partner, RotaCloud — the people management platform built specifically for shift-based teams.RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from one simple, web-based app.It also makes life easier for teams, allowing staff to check rotas, request holiday, and pick up extra shifts directly from their phones.To find out more, head to RotaCloudThis podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy
• 
  #268 - Hospitality Meets Christian Wiens - The story of Mercury being in retrograde 12.08.2026 49mnt

  Christian Wiens spent his teenage years working in restaurants where, on particularly frantic days, they occasionally dealt with the constantly ringing phone by simply ripping it out of the wall.Years later, after a career building and growing technology businesses, that particular hospitality headache came back into view.The result is Loman.AI - voice AI built to answer restaurant calls, take orders, make reservations and generally allow the humans inside the restaurant to concentrate on the humans standing in front of them.Today it handles millions of calls across more than 1,500 customers.The journey there has involved manually checking restaurant orders, walking around a zoo carrying three phones, personally buying customers’ food when the AI got something wrong and discovering that even the best sales process in the world is powerless against Mercury being in retrograde.We CoverGrowing up working in restaurantsBuilding startups before any of them actually workedWhy modern AI has dramatically lowered the barrier to creating softwareThe difference between an impressive AI demo and technology a restaurant can genuinely rely onWhy Loman.AI tackled the difficult problem of order taking firstWalking around a zoo monitoring restaurant orders on multiple phonesPersonally paying for customer meals when the early technology got things wrongThe restaurant owner who finally got to take his children trick or treatingWhy Christian still personally gets involved in customer supportWhether customers actually care if they are speaking to AIHospitality as an innovation frontier rather than a legacy industryAnd the customer who refused to make a business decision because Mercury was in retrogradeQuotables“We ripped the phone out of the wall so many times.”“There’s never been an easier time to build a company.”“I used to check all of the orders myself.”“I haven’t been able to go take the kids trick or treating… I was able to do that this year because the phones were handled.”“I’m definitely interested, but I’m not making any business decisions because Mercury is in retrograde.”Final ObservationFor all the conversation about AI, models, integrations and automation, the most powerful moment in this episode is surprisingly human.A restaurant owner gets Halloween back with his children because technology took one persistent source of operational pressure away.That feels like the interesting promise of restaurant technology when it is done properly.Not replacing hospitality.Not removing people.Removing enough of the noise that those people have more time to actually provide it.Although apparently even artificial intelligence cannot yet overcome the gravitational influence of Mercury.Show PartnerA big shout out to today’s show partner, RotaCloud — the people management platform built specifically for shift-based teams.RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from one simple, web-based app.It also makes life easier for teams, allowing staff to check rotas, request holiday, and pick up extra shifts directly from their phones.To find out more, head to RotaCloudThis podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy
• 
  #267 - Hospitality Meets Hannah Swarbrick-Done in The Story of Two Left Flip Flops and the AI Non-Exec 05.08.2026 1j 2mnt

  Hannah Swarbrick-Done followed a boy to Thailand with dreams of an idyllic island life.The relationship lasted approximately one weekend.Hannah stayed for two years.What followed included living in a house made from bottles, running one of the world’s largest pub crawls, guiding travellers around Thailand and becoming sufficiently relaxed about footwear that she once wore two left flip-flops without noticing.Eventually, Hannah returned to Manchester with plans for her own hostel, including the uniforms, interiors and complete guest experience.There was just one minor omission.A business plan.Today, she is the founder of The Yellow Group, helping hospitality businesses align their people strategy with their plans for growth - while also building AI tools, employing a virtual non-executive director called Simon and developing a highly influential golf account with nearly 400 followers.We CoverFollowing that boy to Thailand - and outlasting the relationship by nearly two yearsTravelDesigning an entire hostel before learning how to operate oneThe leader who asked Hannah one simple, career-changing questionWhy promoting somebody is pointless unless you also build the support around themThe difference between holding a leadership title and actually leadingWhy hospitality develops skills that transfer far beyond operationsBeing told she was “not very good with data”How AI removed the barrier between Hannah and the story inside the numbersCreating Simon, her AI non-executive directorBuilding The Yellow Group as a collaborative people consultancyBecoming a professional golfer and part-time influencerQuotables“I did follow a boy.”“I had everything, honestly. It was everything but a business plan.”“At one point I realised I was wearing flip-flops - the two left feet ones.”“There are managers, and there are people who are leaders by job role. But an actual leader? They’re not common.”“I am the funniest thing that happens to me.”Final ObservationHannah describes her career as a winding journey, but there is a wonderfully clear thread running through it.Travel taught her to understand people. Hospitality taught her to support them. One excellent leader noticed what she did naturally and gave her the structure to build a career around it.Now, Hannah is doing the same for businesses: finding the gaps between what they want to achieve and what their people actually need to succeed.She may not believe in five-year plans, but she has built something far more useful - curiosity, adaptability and an apparently endless willingness to try the next interesting thing.Even when that thing is golf.Show PartnerA big shout out to today’s show partner, RotaCloud — the people management platform built specifically for shift-based teams.RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from one simple, web-based app.It also makes life easier for teams, allowing staff to check rotas, request holiday, and pick up extra shifts directly from their phones.To find out more, head to RotaCloudThis podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy
• 
  #266 - Hospitality Meets Eirini Tamousi - The Story of the Restaurant That Opened Without Food 29.07.2026 57mnt

  What happens when a morning person who dreams of opening a coffee shop joins forces with a night person who wants a cocktail bar?Naturally, they rope in their chef mother, add a fiancé with experience in marketing and finance, and open a Greek Mediterranean restaurant together.This is the story of Eirini Tamousi and Nectar: a family business that took four years, several false starts, disappearing investors and a last piece of finance arriving one day before the deadline to become real.Then came opening week.It was, by Eirini’s own account, chaos and in fact her words before we started the chat - "I don't even know where to start"But amidst the chaos, It was also the beginning of something rather special.We CoverFalling into hospitality while studying in EdinburghLeaving the industry for corporate HR, and missing its energyCombining one family’s very different skillsTrying repeatedly to secure the money to open NectarReceiving the final finance one day before the deadlineProtecting a family relationship while building a family businessThe danger of expecting people to know when you need helpOpening a restaurant without a working fryer or grillAsking neighbouring businesses whether they had seen your binsWhy honesty during a disaster can build customer loyaltyReaching more than 300 five star reviews in the first yearCreating a restaurant that feels less like a venue and more like homeQuotables“We were living it without actually knowing if it was going to work out.”“People don’t know what’s in your head, funny enough. Unless you tell them.”“You told me there’s no food, but I can have alcohol.”“I didn’t know our bins were going to fly away.”“The things that feel like big setbacks in the moment are quite often the things that shape you the most.”Final ObservationThere is a polished version of entrepreneurship in which somebody has a brilliant idea, raises the money, opens the doors and confidently begins building an empire.This is not that story.This is four people repeatedly questioning whether they should continue, learning how not to destroy their family under pressure, opening without the ability to serve food and searching the streets of Edinburgh for wind assisted bins.But it is also a story about what happens when people keep choosing the thing they believe in.Almost one year later, Nectar has become exactly what the family hoped it might be: warm, imperfect, honest and full of people who keep coming back.Hopefully, by the time Phil visits, it will also have food.Show PartnerA big shout out to today’s show partner, RotaCloud - the people management platform built specifically for shift-based teams.RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from one simple, web-based app.It also makes life easier for teams, allowing staff to check rotas, request holiday, and pick up extra shifts directly from their phones.To find out more, head to RotaCloudThis podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy
• 
  #265 - Hospitality Meets Chris Davies - The Story of the Office that Smells Like Itself 22.07.2026 58mnt

  The story of the office that smells like itselfWhat do university ASBOs, Stash Monkey, Sarah Beeny, private equity cold calls and an office with its own recognisable smell have in common?They all feature in the unconventional journey of Chris Davies, CEO of flexible office brand Uncommon.Recorded inside Uncommon’s Fulham podcast studio, after Chris and Phil had already used up most of the good material during an hour-long pre-podcast chat, the conversation explores accidental entrepreneurship, yellow energy and the value of making decisions before certainty finally arrives.Chris also invents the word “Un-Starbucks-ise,” reveals why his university time resulted in an actual legal threat and casually announces that he would eventually like to create a hotel brand.Naturally, we made a note of that.We CoverWhy every Uncommon building looks different but somehow feels the sameRecognising an office by its smellThe university business that nearly earned Chris an institutional ASBOBeing sued over the name Stash MonkeyWhy your dream investor should not receive your first-ever pitchMaking decisions when you are only 51% certainThe joy and danger of filling a business with yellow energy peopleWhy a company is a team rather than a familyLearning to manage the energy you bring into a roomThe hospitality stories that definitely cannot be shared publiclySaunas, ice baths and Chris’s future hotel ambitionsQuotables“People need to think of time as a resource.”“You kind of don’t want your best shot to be your first one.”“We’re a team. We’re not a family.”“People can be odd.”“I like doing, in my personal life, as many reckless things as possible because I think it makes me feel alive.”Final ObservationUncommon began as a happy accident: a residential development that failed at planning and became an experiment in creating somewhere people might actually enjoy working.But what followed was not accidental.It took uncomfortable calls, imperfect pitches, wrong decisions, difficult conversations and a willingness to move while only 51% certain.The result is a growing business with five distinctive locations, a strong hospitality instinct and an office brand that Phil can apparently identify with his nose before he has even reached reception.Which is either excellent branding or the beginning of a very niche superpower.Show PartnerA big shout out to today’s show partner, RotaCloud — the people management platform built specifically for shift-based teams.RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from one simple, web-based app.It also makes life easier for teams, allowing staff to check rotas, request holiday, and pick up extra shifts directly from their phones.To find out more, head to RotaCloudThis podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy
• 
  #264 - Hospitality Meets Chat GPT - The Story of The Library That Talks Back 15.07.2026 35mnt

  I'll be honest... this one is a little different.For the first time in Hospitality Meets history, I sat down with a guest who didn't need a microphone, didn't ask for a coffee before we started, and definitely didn't have any travel expenses.Instead, I had a conversation with ChatGPT.What began as a bit of curiosity quickly turned into something much more interesting. Somewhere between jokes about "Chatty McChatface", philosophical debates about trust, and the bizarre reality that I was interviewing... well... nobody sitting opposite me... we found ourselves exploring one of the biggest questions of our generation.Not what AI is.But what it means for us.Along the way we laughed, challenged each other, questioned what intelligence really means, and even discovered a brand new phrase..."Digital adulthood."Who knew?In this episode we get into...Why the journey to AI actually began over 70 years ago.How a conversation about technology somehow became a conversation about humanity.Whether AI really has a sense of humour... or is just borrowing ours.Why trust is something AI should earn, not expect.The famous AI stories that went hilariously wrong (including the tank that turned out to be a cloud detector).Why AI isn't replacing thinking... but can become a brilliant thinking partner.What should genuinely concern us about AI... and what probably shouldn't.Whether Chatty McChatface is actually a respectable stage name.(We're still undecided.)Some cracking moments..."I've processed billions of words... and somehow that's the nickname I end up with.""I'd rather earn your trust question by question than ask for blind faith.""Think of me as a very well-stocked library that talks back.""The future isn't AI becoming human... it's humans getting better with AI.""I said I don't have an ego... I didn't say I don't have standards."Why this episode is worth your earsThis isn't an episode about technology.It's an episode about curiosity.About asking awkward questions.About challenging assumptions.About discovering that one of the most interesting conversations you can have about artificial intelligence is actually a conversation about... being human.And yes...I genuinely laughed far more than I expected to while interviewing something that technically doesn't laugh back.Join the conversationIf you had one hour with an intelligence that knew a huge amount about the world......what would you ask?Send me your questions.Because this is only the beginning.The AI Files are officially open.Show PartnerA big shout out to today’s show partner, RotaCloud — the people management platform built specifically for shift-based teams.RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from one simple, web-based app.It also makes life easier for teams, allowing staff to check rotas, request holiday, and pick up extra shifts directly from their phones.To find out more, head to RotaCloudThis podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy
• 
  #263 - Hospitality Meets Rory Slater - The Story of the Angry Gardener 08.07.2026 49mnt

  The Story of... The Angry GardenerWhat do luxury hotels, practical jokes, Palm Beach, New York, Beijing, Japan, Hong Kong, a very angry gardener and a 30cm ruler have in common?Yep, this week's guest Rory Slater, Managing Director for COMO Hotels in London.And trust me...Some of these stories are almost too good to be true.Rory's journey started with a love of food, inspired by his mum's Cordon Bleu cooking, before joining the legendary Savoy Group management programme with dreams of becoming a chef.Fast forward a few decades and that journey has taken him across four continents, some of the world's finest luxury hotels, and into leadership roles that have tested not only his skills, but his character.In this episode we chat about:Why becoming a chef wasn't quite what he imaginedLife on the legendary Savoy Group management programmeWhy everyone should spend time working night shiftsHospitality practical jokes, from soufflé pumps to spaghetti drying linesRunning luxury events in Palm BeachLaunching rooftop bars in New YorkBuilding a career across Beijing, Japan and Hong KongOpening luxury hotels around the worldWhy choosing the right owners matters just as much as choosing the right companyThe role mentors have played throughout his careerThe unforgettable Easter egg hunt that was nearly destroyed by one very determined gardenerStanding up for his team, even when it meant challenging someone incredibly powerfulAlong the way we explore curiosity, leadership, resilience, culture, integrity and why some of life's greatest opportunities arrive wrapped up in uncertainty.Of course, this episode is packed with the sort of stories that make Hospitality Meets... well... Hospitality Meets.There's the night a woman was caught slipping business cards under hotel bedroom doors, leading to an unforgettable chase through the corridors... before Rory found himself lying flat on the carpet with a ruler and some sticky tape trying to retrieve every last card before guests woke up.Then there's the Easter egg hunt.Honestly... you'll never look at an Easter egg hunt in quite the same way again.But beneath the laughter are some brilliant lessons too.💭 "Take the opportunity when it comes."💭 "You work for good owners."💭 "Take your job seriously... but don't take yourself too seriously."And perhaps the most powerful takeaway of all:💭 "You look after your team."Whether that's standing by your colleagues in difficult moments, embracing new cultures, or moving halfway around the world because an opportunity feels right, Rory's story is a wonderful reminder that great careers aren't always carefully mapped out.Sometimes they're built through curiosity.Sometimes through courage.And occasionally...Through surviving an angry gardener.Funny, thoughtful and packed with wonderful stories from one of hospitality's true gentlemen.Enjoy.Show PartnerA big shout out to today’s show partner, RotaCloud — the people management platform built specifically for shift-based teams.RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from one simple, web-based app.It also makes life easier for teams, allowing staff to check rotas, request holiday, and pick up extra shifts directly from their phones.To find out more, head to RotaCloudThis podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy
• 
  #262 - Hospitality Meets Robert Richardson - The Story We Tell Ourselves 01.07.2026 52mnt

  Six years ago, Robert Richardson joined me on Hospitality Meets for the very first time.Back then, he was a hotel General Manager with a passion for people, wondering what the next chapter might look like.Neither of us could have predicted what came next.Fast forward six years, and Robert returns to the show as CEO of the Institute of Hospitality, leading a global professional body with more than 17,000 members, overseeing record membership growth, driving the Institute's Charter ambition, and helping shape the future of our industry.It's amazing what can happen in six years.In this episode we chat about:The leap from hotel General Manager to CEOLeading an organisation through unprecedented changeWhy the Institute is experiencing its strongest membership growth in yearsChampioning professional development across hospitalityThe Youth Council and why the next generation matters more than everThe journey towards Chartered statusLearning to overcome imposter syndrome and the fear of public speakingThe stories we tell ourselves... and how they can hold us backWhy leadership is about stewardship, not ownershipThe power (and pitfalls) of social mediaBuilding organisations where people genuinely feel they belongAlong the way we explore leadership, confidence, legacy, positivity, personal growth and why hospitality remains one of the greatest industries in the world for developing people.Of course, this wouldn't be Hospitality Meets without a few memorable stories...🤣 Accidentally being announced as the new CEO while being tagged as a completely different organisation on social media.🤣 Rehearsing every speech exactly seven times before stepping onto a stage.🤣 Seriously considering quitting on the morning of his first major keynote... before discovering the world didn't end after all.And perhaps the most powerful moments of the conversation come when Robert steps away from the role of CEO and shares the experiences that have shaped him personally.From the fear of receiving an urgent cancer referral that thankfully proved to be a false alarm, to speaking openly about the reality of living through an eight-year stalking ordeal, it's an honest reminder that leadership doesn't make us immune from life's challenges.If anything, it simply means learning how to keep showing up in spite of them.There are also some wonderful takeaways throughout the episode:💭 "No one develops from a place of comfort."💭 "You will always get an answer. You might not like the answer, but you'll always get an answer."💭 "It's so easy to be positive and so lazy to be negative."💭 "Be the voice for positivity."More than anything, this is a conversation about growth.Growth as a leader.Growth as an organisation.Growth as a person.Six years ago, Robert joined me as a hotel General Manager.Today, he returns leading one of hospitality's most respected organisations.It's a wonderful reminder that careers aren't built overnight—they're built one opportunity, one uncomfortable moment, and one conversation at a time.A thoughtful, honest and uplifting conversation with someone who continues to lead with humility, purpose and positivity.EnjoyShow PartnerA big shout out to today’s show partner, RotaCloud — the people management platform built specifically for shift-based teams.RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from one simple, web-based app.It also makes life easier for teams, allowing staff to check rotas, request holiday, and pick up extra shifts directly from their phones.To find out more, head to RotaCloudThis podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy
• 
  #261 - Hospitality Meets Duncan Garrood - Putting Life in Your Years 24.06.2026 1j 29mnt

  What do a biochemist, a Chinese mansion house, Heathrow Airport, 250 burger restaurants, a pub turnaround, student accommodation, retirement living, and more than a few bottles of Mao Tai have in common?This week's guest... Duncan Garrood.And trust me...You're going to want to hear this one.Duncan's career began in a laboratory as a scientist with a PhD in Biochemistry.It then took him through Unilever, a decade living in China, Heathrow Airport, the Middle East, Punch Taverns, Bill's Restaurants, family entertainment, student accommodation, and now Riverstone Living.Most people spend a career trying to follow a plan.Duncan spent his, basically just saying yes.In this episode we chat about:Why a scientist decided business looked more interestingBeing told on a Wednesday that he was moving to China on SundayLiving next door to 13 Chinese families in a former colonial mansionPutting Walls ice cream on the Great Wall of ChinaThe business lessons hidden inside industrial quantities of Mao TaiWhat airports can teach us about hospitalityWhy great service is often revealed when things go wrongGrowing a business from $150 million to $1 billionRunning out of cows whilst scaling Shake ShackTransforming Punch Taverns during one of the biggest shifts in pub legislationReimagining Bill's RestaurantsUsing people, not capital, to drive growth in leisureTreating students like customersWhy later living might be one of the most exciting sectors in hospitality todayAlong the way we explore leadership, customer experience, entrepreneurship, curiosity, reinvention, and the power of saying yes to opportunities before you're entirely sure how they'll work out.One of my favourite stories came from Duncan's time in China.After fifteen dinners with a potential business partner, countless toasts, and enough Mao Tai to test the resilience of a small nation, the gentleman put his arm around him and declared:You are my little brother."Moments later, he passed out.Business was secured.As leadership lessons go, it's certainly more memorable than most MBA programmes.There are also some absolute gems throughout the conversation:💭 "We're not here to put years on your life, we're here to put life in your years."💭 "If you don't take the opportunities when they come, the things you're missing out on are unknown."And perhaps my favourite takeaway of all:💭 "I've literally never regretted saying yes to any of these opportunities."Because that's really what this episode is about.Not airports.Not pubs.Not burgers.Not retirement living.It's about curiosity.It's about adventure.It's about having the courage to step into the unfamiliar.And trusting that you'll figure the rest out along the way.Funny, thoughtful, insightful and packed with stories.A brilliant conversation with a man who's spent a lifetime proving that some of the best opportunities arrive disguised as uncertainty.EnjoyShow PartnerA big shout out to today’s show partner, RotaCloud — the people management platform built specifically for shift-based teams.RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from one simple, web-based app.It also makes life easier for teams, allowing staff to check rotas, request holiday, and pick up extra shifts directly from their phones.To find out more, head to RotaCloudThis podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy
• 
  #260 - Hospitality Meets John Badley - Make the Mistake 17.06.2026 1j 5mnt

  What do a kitchen porter, a Swedish adventure, a hotel fire, a freezing swimming pool, and the CEO of one of Britain's most iconic hotel groups have in common?This week's guest is John Badley, CEO of Andrew Brownsword Hotels.Today, John oversees a collection of some of the UK's most beautiful and historic hotels.But his story starts somewhere much humbler.A teenage job sweeping a car park for £10, a desperate desire to escape the cold, and a sister who eventually gave in and let him become a kitchen porter.The rest, as they say, is history.In this episode we chat about:🧽 How a car park sweeping job became a lifelong hospitality career🍽️ Starting as a KP and working his way through the kitchen ranks⭐ The pursuit of rosettes and the lessons learned in fine dining🇸🇪 Why a move to Sweden changed his perspective forever👨‍🍳 The unusual role that saw him wearing chef whites and a three-piece suit at the same time📈 The leadership lesson that came from being rejected for promotion🔥 Managing one of hospitality's most devastating crises when a hotel was destroyed by fire🏊 The infamous swimming pool experiment that taught a painful lesson about guest perception🧭 Why every leader needs a North Star🤝 The impact of mentors, including hospitality legend David Guile💡 Why curiosity remains one of the most underrated leadership skills🚀 How Andrew Brownsword Hotels is building for the future whilst protecting its remarkable heritageAlong the way we explore leadership, resilience, commerciality, culture, curiosity, and the extraordinary opportunities hospitality can provide for those willing to keep learning.One of my favourite moments came when John shared the lesson that transformed his career.After being repeatedly overlooked for promotion, he was finally told the reason:"If we promote you, who's going to look after this kitchen?"It was a difficult conversation at the time, but it taught him one of the most important leadership lessons of all:Your success is measured not by what you can do, but by what your team can do without you.Another standout moment came when discussing leadership and performance."Consistency beats intensity."A simple phrase, but one that underpins John's entire approach to leadership, culture and long-term success.There was also a wonderful reminder of the mindset that has carried him from kitchen porter to CEO:"There's always something else I didn't know. So I wanted to go and learn it."And perhaps the most powerful takeaway from the entire conversation:"Make the mistake."Not recklessly.Not repeatedly.But don't become so afraid of failure that you stop trying new things altogether.There are also stories involving Swedish adventures, luxury hotels, thousands of firefighters, frozen swimming pools, and enough leadership wisdom to fill a management textbook.Funny, thoughtful, honest and packed with practical lessons.A brilliant conversation with one of hospitality's most grounded leaders.Enjoy.Show PartnerA big shout out to today’s show partner, RotaCloud — the people management platform built specifically for shift-based teams.RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from one simple, web-based app.It also makes life easier for teams, allowing staff to check rotas, request holiday, and pick up extra shifts directly from their phones.To find out more, head to RotaCloudThis podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy
• 
  #259 - Hospitality Meets Caroline Ottoy - Dough Balls & Big Dreams 10.06.2026 1j 11mnt

  What do dough balls, coffee, Covid crisis meetings, global expansion, and one very determined mum have in common?This week's guest is Caroline Ottoy, Managing Director of WatchHouse.Today, WatchHouse is one of the most exciting hospitality brands on the planet, with 29 locations across the UK, USA and Dubai, and ambitious plans to reach 100 sites globally over the next few years.But Caroline's journey started in a very different place.A teenager destined for a science degree, a year spent slightly losing her way, and a mum who effectively packed her bags and sent her to hospitality university whether she liked it or not.Thankfully, she did.In this episode we chat about:How an agricultural college accidentally launched a hospitality careerSpending a year working in France and becoming fluent in FrenchThe early days of ASK and opening restaurants across the UKLiving above the restaurant and learning hospitality the hard wayThe legendary Dough Ball IncidentGrowing brands from start up to national successThe move from restaurants into Planet OrganicLeading through Covid and creating daily "Cobra Meetings" to keep teams alignedLearning to step up when uncertainty is everywhereOvercoming imposter syndrome and finding confidence on stageThe mentors, cheerleaders and leaders who changed her lifeWhy EOS has become one of the most powerful tools behind WatchHouse's growthThe ambitious journey to 100 WatchHouse locations worldwideSome of my Favourite Quotables"Visions are irrelevant without great people""Everything is about people. Everything""I was a really good waitress. I'm telling you now, I could handle a big section""We didn't really know what we were doing. We were just finding out as we went along"Along the way we explore leadership, resilience, culture, friendship, hospitality careers, and the extraordinary impact great people can have on the direction of our lives.One of my favourite moments came when Caroline reflected on receiving a message from a former team member years later, thanking her for the role she'd played in shaping his career and life.It's a beautiful reminder that in hospitality, we often have a far bigger impact on people than we ever realise.Funny, thoughtful, inspiring and packed with lessons for anyone building teams, leading people, or simply trying to figure things out as they go.And yes...There is a story involving enough dough balls to fill half of Bristol.Enjoy.Show PartnerA big shout out to today’s show partner, RotaCloud — the people management platform built specifically for shift-based teams.RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from one simple, web-based app.It also makes life easier for teams, allowing staff to check rotas, request holiday, and pick up extra shifts directly from their phones.To find out more, head to RotaCloudThis podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy
• 
  #258 - Hospitality Meets Barrie Robinson - The Glass Collector Who Got Lucky 03.06.2026 1j 8mnt

  What do holiday parks, imposter syndrome, accidental career sabotage, and one of the UK's most respected hospitality leaders have in common?This week's guest is Barrie Robinson, National Operations Director at Parkdean Resorts and Chair of the newly launched North Star Competitive Career Accelerator.Barrie's journey into hospitality wasn't exactly traditional.After lasting just six weeks at university ("reading newspapers and pretending to be a tree" wasn't quite the career path he'd envisioned), he started work as a glass collector in his local pub.Fast forward a few decades and he's now responsible for operations across the UK's largest holiday park operator.But the route between those two points is where things get interesting.In this episode we chat about:Why hospitality might be the UK's best-kept career secretWhat makes holiday parks one of the most overlooked sectors in hospitalityTurning a village pub from £500 a week into £6,000 a weekThe power of creating experiences rather than simply serving customersLiving with imposter syndrome, even at senior leadership levelThe boss who became known as "Eff Off, Don't Answer"The unfortunate incident involving a new boss, several pints, and a train journey homeWhy great leaders allow people to fail safelyHow winning the ALMR Operations Manager of the Year award transformed Barrie's confidence foreverThe return of the North Star Competitive Career Accelerator and why it's set to develop the next generation of hospitality leadersAlong the way we explore leadership, community, career development, truth-telling, resilience, and why some of the most valuable lessons in hospitality come from the moments you'd rather forget.Some Cracking Quotables"Hospitality is one of the UK's best-kept career secrets.""People don't come to work to do a bad job.""If you trust the truth, it is always the right thing to do."Barrie is thoughtful, honest, funny, and deeply passionate about helping people realise their potential.And if nothing else, this episode contains one of the greatest leadership stories ever told involving an Audi A6.Enjoy.Show PartnerA big shout out to today’s show partner, RotaCloud — the people management platform built specifically for shift-based teams.RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from one simple, web-based app.It also makes life easier for teams, allowing staff to check rotas, request holiday, and pick up extra shifts directly from their phones.To find out more, head to RotaCloudThis podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy
• 
  #257 - Hospitality Meets Jonny Bramwell - Laughs & Balance 27.05.2026 1j 7mnt

  This week I sat down with Jonny Bramwell, Regional Head of Operations for Rosa’s Thai — a man responsible for 22 restaurants, thousands of miles of motorway, and quite possibly the most unexpectedly philosophical conversation we’ve had on Hospitality Meets in a while.What starts as a chat about pubs, restaurants and leadership quickly becomes a brilliant conversation about burnout, ambition, balance, accidental life lessons, and why sometimes the best thing that can happen to your career… is getting sacked from your first hospitality job.There are stories of legendary £4.50 breakfasts, pub landlords who accidentally become life mentors, entrepreneurial chaos, brutal kitchen lessons, and one particularly wonderful moment involving a manager solving Phil’s chronic lateness problem with the revolutionary concept of… buying a second alarm clock.Groundbreaking leadership.Along the way, Jonny talks openly about the moments where hospitality nearly broke him, the dangers of arrogance disguised as ambition, and how learning to understand yourself is just as important as learning how to run a business.It’s thoughtful, funny, honest, slightly chaotic at times… and packed full of gold.In this episode, Jonny and I get into…• Why a bike accident and a few days in hospital unexpectedly sparked a fascination with medicine• Falling into hospitality almost by accident — and immediately becoming obsessed with food, drink and learning• Getting fired from his very first hospitality job… then finding his career-changing mentor in the pub next door• The magic of great pubs and why community operators still matter so much• How the right leader at the right moment can completely change someone’s life• Why hospitality relationships become so deep and enduring• The difference between management and true leadership• Burnout, arrogance, ambition and learning difficult lessons early in your career• Why some jobs teach you more in one year than others teach in ten• The brutal but brilliant education of kitchens and gastropub culture• The changing role of modern operations leadership in hospitality• Why coaching matters far more than fear• Work-life balance… or just “balance” full stop• How hospitality can become both your stress and your safe place at the same time• Why being comfortable isn’t always a bad thing• The importance of recognising what actually matters in your life before it’s too late• The joy, madness and sheer unpredictability of hospitality careersSome cracking quoteables from Jonny…“If you enjoy food and drink, it’s probably a pretty good industry to be in.”“I accidentally built roots in Reading.”“The enemy of your enemy is your friend.”“It’s a school of hard knocks.”“You’re one great day away from having a crap day.”“Hospitality became my place of joy.”And perhaps the most important leadership breakthrough in modern history:“If one alarm clock isn’t working… buy a second alarm clock.”Revolutionary stuff.Why this episode is worth your earsThis one feels incredibly human.Yes, there’s loads in here about hospitality operations, leadership, career growth and team culture… but underneath all of that is a really honest conversation about figuring yourself out while trying to build a career at the same time.Jonny speaks brilliantly about the moments where things didn’t go well, the leaders who shaped him, the mistakes that taught him the most, and how hospitality has evolved from old-school fear-based management into something far more people-focused.It’s funny, reflective, occasionally chaotic, and full of the sort of stories that remind you why this industry gets under people’s skin in the first place.Also…Any episode featuring:• Pub philosophy• Angry chefs• Ping pong bars• A grammar school kid discovering kinaesthetic learning• And the phrase “the avenue of arsehole is a two-way street”……was probably always going to be a good one.Show PartnerA big shout out to today’s show partner, RotaCloud — the people management platform built specifically for shift-based teams.RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from one simple, web-based app.It also makes life easier for teams, allowing staff to check rotas, request holiday, and pick up extra shifts directly from their phones.To find out more, head to RotaCloudThis podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy
• 
  #256 - Hospitality Meets Adam Hamadache - Data, Dogs & Direct Bookings 20.05.2026 56mnt

  This week I sat down with Adam Hamadache, founder of Formula and host of the Hotel Growth Podcast, a man who has spent the last 15 years helping hotels figure out how to grow in an industry that never seems to sit still for more than five minutes.What followed was part hospitality strategy masterclass, part therapy session for modern business owners, and part beautifully chaotic conversation about AI, audience-less keynote speeches, and why hiring experts only to tell them exactly what to do might be “the definition of madness.”From working in a shoe shop during school work experience while dreaming of hotels, to shouting orders on the grill in a Sydney restaurant kitchen overlooking the Opera House, Adam’s journey is full of sharp pivots, curiosity, and a relentless obsession with solving problems properly.Along the way we get into the terrifying speed of AI, why hospitality still massively underuses its own data, what business owners can learn from bad football defending, and the deeply humbling experience of delivering a keynote presentation to an audience of… one.And honestly?The audience of one story alone is worth the price of admission (Which is free by the way)In this episode, Adam and I get into…• Why careers often evolve through curiosity rather than rigid planning• How a failed hotel promotion model accidentally launched an entire hospitality marketing career• The ongoing battle between hotels and OTAs, and why direct bookings still matter so much• What operators misunderstand about marketing partnerships• Why Formula made the bold decision to hire only highly experienced people• The power of friction, challenge and healthy disagreement in great businesses• Why “slow down to speed up” might be the most important business lesson of all• The terrifying speed of AI and how search behaviour is fundamentally changing• Why hospitality still isn’t using data and technology anywhere near its full potential• How fear of being left behind can push businesses into bad tech decisions• Why independent hoteliers often feel isolated when facing huge commercial challenges• The thinking behind Adam’s new hospitality advisory board conceptAnd so much more.Some cracking quote-ables from Adam…“You don’t buy a dog and bark yourself”“Search has changed more in the last 18 months than in the previous 18 years”“You’ve got to slow down to speed up”“The bold, harder decisions are often much less expensive than the easy decisions you choose to tolerate”“Doing the same thing and expecting a different result is madness… but so is hiring experts and then telling them exactly how to do their job”Why this episode is worth your earsThis is one of those conversations that goes way beyond marketing.Yes, there’s loads in here about AI, growth strategy, technology, customer behaviour and the future of hospitality… but underneath all of that is a really thoughtful conversation about leadership, humility, evolution and the importance of staying curious when the world feels like it’s changing at breakneck speed.Adam’s honesty around business ownership, difficult decisions, and learning to pause before reacting makes this one feel incredibly grounded and real.It’s also reassuringly human.Because sometimes even successful keynote speakers end up presenting to one confused bloke in a conference room.And somehow…that might actually be the perfect metaphor for modern business.Show PartnerA big shout out to today’s show partner, RotaCloud, the people management platform built specifically for shift based teams.RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes, all from one simple, web-based app.It also makes life easier for teams, allowing staff to check rotas, request holiday, and pick up extra shifts directly from their phones.To find out more, head to RotaCloudThis podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy
• 
  #255 - Hospitality Meets Gareth Rees - Mindset, Misfit & Misunderstood 13.05.2026 1j 2mnt

  This week, I sat down with Gareth Rees, and this is one of those conversations that feels properly important.Not just for hospitality… but for how we think about people, performance, and what “doing a good job” actually meansGareth now runs ADHospitalityD, with a mission to educate the industry on neurodiversity, breaking down misconceptions, supporting individuals, and helping businesses create environments where people can genuinely thrive.But his story starts where many of ours do…On the floorIn this episode, Gareth and I get into…Growing up in hospitality with both parents in the industryFalling in love with the buzz (and chaos) of a busy service at a young ageOriginally planning a career in sports… before hospitality pulled him back inWorking his way through the industry via the Exclusive Collection grad schemeWhy understanding the full guest journey matters in leadershipStepping into a Head of Department role, and suddenly hitting a wallThe shift from doing the job to enabling others to do itStruggling with admin, pressure, and expectations, despite loving the industryDiscovering ADHD later in life and what that explainedThe concept of interest-based vs importance-based nervous systems (game-changer 👀)Why traditional productivity advice doesn’t work for everyoneAdjusting ways of working to suit how your brain actually functionsAnd ultimately… turning that experience into a mission to support othersSome cracking quote-ables from Gareth“We need to value the strengths, but appreciate the struggles”“I wasn’t failing… I just hadn’t been set up in a way that worked for me”“At Head of Department level, your output changes, and that’s where it hit me”“I could do the job… but I couldn’t do it the way everyone else expected”“You don’t ‘fix’ this, you learn how to work with it”Why this episode is worth your earsIf you lead people… this one mattersBecause it challenges a lot of assumptions we make about:ProductivityPerformanceCommunicationAnd what “good” looks like at workGareth’s story is a powerful reminder that not everyone operates the same way, and that’s not a weakness.In fact, when you understand it properly?It can be a huge strengthAnd for an industry built on people…That’s something we can’t afford to ignore.Contact Gareth through his website at https://adhospitalityd.com/ or InstagramShow PartnersA big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams.RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/philThis podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy
• 
  #254 - Hospitality Meets Phil Andreopoulos - Planes, Pods & People 06.05.2026 54mnt

  This week on Hospitality Meets, Phil sits down with another Phil, that being Phil Andreopoulos, CEO of YOTEL, for a conversation that starts with washing pots in restaurants… and somehow ends with power naps, gorilla trekking, hotel disruption and leadership philosophy.Inspired by a first class airline cabin and created by the founder of YO! Sushi, YOTEL has always challenged the “that’s just how hotels work” mentality, and this episode dives into exactly why.Along the way, the two Phils discuss:Why understanding your own energy patterns might be one of the most underrated leadership skills aroundThe importance of healthy friction in teamsBuilding cultures that aren’t just clones of the leaderWhy communication matters most when uncertainty is highestThe reality of navigating major business changeWhy hospitality still offers one of the greatest careers in the worldAnd why getting promoted from pots and pans to plates and glasses once felt like a massive career breakthrough 😂There’s also loads of brilliant insight around leadership, culture, growth and vision, without ever disappearing too far up its own backside.Phil Andreopoulos speaks openly about:Growing through the hospitality industryHis journey from kitchen porter to CEOBuilding franchise growth across global hotel brandsThe recent Hilton partnership with YOTELWhy “fun at work” matters more than people thinkAnd the importance of creating environments where people actually want to beSome standout quotes from the episode:“Knowing yourself is a hugely underrated leadership skill”“If you leave gaps in communication, people will fill them”“We spend a huge amount of our lives at work. It should be successful… but it should also be fun”“You don’t build great teams by hiring people exactly like you”“Hospitality is one of the greatest industries in the world… and I still don’t think we tell that story well enough”There’s wisdom in this one.There’s humour in this one.There’s also a genuinely fascinating story about how a first-class airline seat accidentally became a hotel concept.Classic hospitality really. Somebody looked at a plane seat and thought:“…yeah, but what if we put a shower next to it?” 😂Enjoy.Show PartnersA big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams.RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.Try RotaCloud’s time-saving tools today by heading to https://rotacloud.comThis podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy
• 
  #253 - Hospitality Meets Guy Freedman - Fun, Fudge & Floodwater 29.04.2026 52mnt

  This week, I sat down with the brilliant Guy Freedman, Hotel Director at The Pig & The Pig in the Wall, and honestly, this one felt like a giant exhale.A conversation about leadership, yes.Culture, absolutely.But also… naked guests, rogue deer, flood rescues in a Land Rover, student days in a fudge kitchen, and why maybe fun has been unfairly underestimated as a serious business strategy.Guy’s journey, from a self-confessed chatty teenager being redirected out of the kitchen and into front of house, to Hotel Director at The Pig - is packed with warmth, mischief, humility and some beautifully simple thinking about what makes hospitality…well... hospitality.In this episode, Guy and I get into…How a careers adviser effectively turned “I like eating and drinking” into a career path 😅Why his kitchen career lasted roughly three weeksStudent jobs in fudge kitchens, pot washing and night cleaning, and why every odd job teaches you somethingFalling for The Pig over a hungover lunch… then resigning before he even had the jobWhy great hospitality businesses recruit personality first, train skill secondGrowing through the ranks at The Pig and opening a hotel just in time for COVID (timing 👀)Why fun at work isn’t fluff, it’s cultureTurning staffing shortages into team challenges, not team stressThe now-legendary flood dayWhy adversity often creates the best guest experiencesWorking nights in London and the surprisingly frequent issue of naked guests locking themselves out of roomsRogue animals, escaped deer, wandering bullocks… and the operational realities no hotel school prepares you forSome cracking quote-ables from Guy“We’ve always recruited personality.”“I got to play at those hotels”“If we can make it fun, people want to come to work”“Don’t take a step back”“There’s always adversity in this industry… so you may as well have fun with it”“It’s only work” (which somehow sounded profound in context)🎧 Why this episode is worth your earsThis one is a brilliant reminder that hospitality doesn’t have to choose between performance and joy.You can be serious about standards…and still be playful.You can lead through pressure…and still laugh.And maybe, just maybe, the teams that have the most fun are often the teams that perform the best.There’s loads in here about leadership, culture and community… but also some glorious stories that remind you why so many of us fell in love with this industry in the first place.And honestly?Any episode featuring fudge, floods and naked guests was always going to be worth a listen.Show PartnersA big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams.RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/philThis podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy
• 
  #252 - Hospitality Meets Basel Jabri - Saying Yes, Then Figuring it Out 22.04.2026 1j 11mnt

  This week, I sat down with the brilliant Basel Jabri, and this one’s got everything.Global upbringing, accidental career pivots, iconic hotel brands, and a journey that goes from literally steering boats in Dubai… to leading people & culture across a luxury London hotel group.And the best bit?It all started with a dream that didn’t happen.In this episode, Basel and I get into…Growing up internationally thanks to his father’s career in aviationWhy he originally wanted to be a pilot, and how 9/11 changed that path overnightFalling into hospitality… and grabbing the opportunity without overthinking itMoving to Dubai at 21 and stepping into one of the most iconic hospitality boom periodsStarting out in guest relations (and unexpectedly managing boat transfers 😅)The power of saying yes to opportunities, even when they’re not what you expectedMoving into training and HR… and discovering a passion for people developmentLeading teams at just 25, and the reality of responsibility hitting fastWorking across some of the world’s most recognisable luxury brands: Jumeirah, Shangri-La, Raffles, Rotana, Hyatt, Meliá, HiltonExperiencing hospitality across cultures - and why Dubai feels like the “United Nations” of the industrySome cracking quote-ables from Basel“I didn’t choose hospitality… it chose me”“I grabbed the opportunity, I didn’t wait for the perfect plan”“At 25, your signature suddenly means something”“Dubai showed me the world before I ever travelled it”“You need to say yes first… and figure it out after”Why this episode is worth your earsIf you’ve ever felt like your career didn’t go to plan…Good.Because Basel’s story is a brilliant reminder that sometimes the best paths are the ones you didn’t intend to take.There’s also a huge amount in here around:Leadership at a young ageLearning through experience (not titles)Building confidence in completely new environmentsAnd why people & culture should sit at the heart of hospitalityPlus… more than a few stories you don’t hear every dayShow PartnersA big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams.RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/philThis podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy
• 
  #251 - Hospitality Meets Newton Fernandes - Built Across Borders 15.04.2026 55mnt

  This week, I sat down with the brilliant Newton Fernandes - and this is one of those conversations that reminds you just how non-linear careers in hospitality can be.From starting out as a journalist, to working in airline reservations, to quite literally being invited across the road into a hotel career… Newton’s journey spans continents, cultures, and some seriously big roles.We’re talking global brand, marketing, and communications at a scale that’s hard to get your head around, but always grounded in one thing: understanding people.In this episode, Newton and I get into…Growing up across the Middle East, India, and Europe, and how that shaped his worldviewStarting out in journalism and developing a love for storytellingMoving into American Airlines… and then being recruited into hospitality by a hotel GM across the streetWhy travel, tourism, and hospitality are one industry (and should act like it)The reality of working in different cultures, and why curiosity beats assumption every timeMoving to London and adapting to a completely different way of workingStarting at the “bottom” in PR & marketing, and why that foundation mattersManaging brand and marketing across 450 hotels, 12 brands, and 33 countriesWhy structure, training, and community are essential at scaleMoving to Marriott and navigating the world of franchise vs managed hotelsHelping independent hotels plug into global brands without losing their identitySome cracking quote-ables from Newton“I didn’t move into hospitality… I was invited into it”“Travel and hospitality are not separate industries, they’re one”“You can’t understand a hotel brand unless you’ve seen it on the ground”“Curiosity is more important than assumption”“The way you work in one country won’t work in another, you have to adapt”Why this episode is worth your earsIf you’ve ever thought your career path is a bit all over the place… good.Newton’s story is proof that the most interesting careers are built through curiosity, opportunity, and saying yes to things you didn’t plan.There’s also a ton in here around leadership at scale, how you manage people, brand, and culture across different countries, different expectations, and different ways of working.And a reminder that in a global industry like ours…Understanding people is everythingShow PartnersA big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams.RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/philThis podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy
• 
  #250 - Hospitality Meets Dawn Lister - Sales, Service & Stubornness 08.04.2026 52mnt

  This week, I sat down with the brilliant Dawn Lister - and honestly, I can’t believe it’s taken me this long to get someone from the world of sales on the show.And what an introduction to it this was.From wanting to be an air stewardess at 10 years old, to building a 20+ year career in hotel sales, Dawn’s journey is packed with graft, growth, resilience… and a lot of persistence (some might call it “relentless follow-up” 😅).Now Sales Director for B&B Hotels UK, Dawn brings a no-nonsense, people-first approach to an area of hospitality that often gets misunderstood, and massively underestimated.In this episode, Dawn and I get into…How a childhood dream of travel turned into a lifelong career in hospitalityStarting in conference & banqueting… and quickly being moved out of it 😅Falling in love with sales (mainly by talking too much at coffee breaks)Why she didn’t go to university - and built her career through doing insteadThe importance of early mentors (and learning under “formidable” leadership)Being told to stop calling people so much… and why persistence still winsThe reality of sales: rejection, resilience, and finding the right fitLeading with a “people first” mindset - both with customers and teamsWhy hospitality sales isn’t about the product… it’s about the experienceSome cracking quote-ables from Dawn“Revenue isn’t revenue until it’s banked”“Hope is not a strategy” (Dammit)“If you’re not the right fit, that’s fine, but let’s have the conversation first”“We’re all selling similar products… the difference is how you make people feel”“Some people told me to stop calling… those are the ones I enjoyed winning the most”Why this episode is worth your earsIf you’ve ever worked in sales, or been on the receiving end of it, this one’s for you.Dawn strips it right back to what great sales actually is:curiosity, conversation, and care.There’s no fluff here. Just real insight into what it takes to build relationships, handle rejection, and lead teams in a world where everyone’s selling something similar.And if nothing else… you’ll never look at a follow-up call the same way againShow PartnersA big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams.RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/philThis podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy