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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 industry Some 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 ears If 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 hospitality Plus… more than a few stories you don’t hear every day Show Partners A 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/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

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 identity Some 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 ears If 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 everything Show Partners A 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/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

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 experience Some 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 ears If 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 again Show Partners A 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/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

This week, I sat down with the brilliant Paul Hunter, and after nearly a year of trying to make it happen, we finally got the conversation in the can. And it was worth the wait. From early days in hospitality (and admittedly being a “bit of a mischievous lad”) to launching hotels across London, navigating redundancy during COVID with twin new borns, and now stepping into a brand new luxury estate role back in Yorkshire… Paul’s journey is packed with honesty, resilience, and a proper appreciation for the twists life throws your way. We talk about growth, mistakes, leadership, and why sometimes the plan you had isn’t the one you end up living, and that’s exactly where the magic happens. In this episode, Paul and I get into… His early entry into hospitality through weekend jobs and how it quietly became a careerThe “cheeky chappy” phase… and the moment his brother told him to go to London and grow upLearning the craft of hotels with Premier Inn, and why fundamentals matter more than flashLaunching multiple hotels across London and what that teaches you about scale and standardsWinning an Acorn Award and how that opened his eyes to a bigger world beyond his roleManaging three different hotel brands in Leicester Square (and juggling three ways of working at once)The brutal reality of COVID redundancy with a young family, and navigating uncertaintyRelocating back to Yorkshire and rebuilding from the ground upLaunching GuestHouse Hotels’ No.1 York and building something from scratchThe power of giving people second chances, including working with prison rehabilitation programmesWhy mistakes aren’t failures, they’re proof you’re actually pushing yourself Some cracking quoteables from Paul “You can have a plan… and then something comes along and completely changes it” “I think that’s where I learned hotels” “Mistakes aren’t bad things, they just mean you tried something different” “If you’re not making mistakes, you’re probably playing it too safe” “Life’s about making mistakes… as long as you learn from them” “You don’t get that level of success without being great at what you do” Why this episode is worth your ears If you’ve ever felt like your career hasn’t gone in a straight line… good. That’s exactly the point. Paul’s story is a brilliant reminder that growth often comes from the unexpected, whether that’s a tough boss, a redundancy, a relocation, or just saying yes to a conversation you didn’t see coming. There’s loads in here about leadership, resilience, and the importance of early opportunities in shaping careers, especially in hospitality. Whether you’re just starting out or leading teams of your own, this one will give you a fresh perspective on what progress actually looks like. Show Partners A 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/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

This week I sat down with the brilliant Gemma Glasson, Managing Director of Wahaca and one of those leaders whose journey reminds you that careers rarely move in straight lines… and thank God for that. From starting out in the world of KPMG and Ernst & Young, to stepping into hospitality with a desire to have more impact, more energy, and a bit more colour in her working life, Gemma’s story is packed with intelligence, curiosity, self awareness, and the kind of warmth that makes you understand very quickly why she’s ended up where she is. Along the way there are some absolute gems… including a debate on whether salt and vinegar crisps should be blue or pink, a trained accountant being completely undone by coins at a school bake sale, and a glorious story from Mexico involving mezcal, a brass band, and a firework bull ending up on Thomasina Miers’ head. Standard! But underneath the laughs is something deeper, a conversation about finding work that actually fits who you are, leading with both structure and energy, and why hospitality only really works when you remember it’s a people business first. In this episode, Gemma and I get into… • Starting out in accountancy and why big professional service firms can give you an incredible foundation • The moment she realised she was leaving part of herself, her “yellow energy”, on the table • Moving into Wahaca and being told, essentially, to come in and get stuff done • Why entrepreneurial energy and structured execution can be a brilliant combination • Growing through the business from commercial roles to food, COO and now Managing Director • What it means to help lead a much-loved British restaurant brand as it turns 18 • Why hospitality is equal parts exhausting and exhilarating • How Wahaca thinks about people, guest experience and profit, and why that order matters • The power of pride in creating consistency, care and brilliant guest experiences • Building authentic brand partnerships with Attis, Dusty Knuckle and local bakeries around the UK • The role curiosity plays in building culture, collaboration and better ideas • Why understanding personality types can improve leadership, communication and team dynamics • How to deal with uncomfortable conversations before they become bigger problems • Why fun is not the opposite of seriousness — it might actually be one of the best ways to get serious things done Some cracking quote-ables from Gemma “You have to take ownership of your own positivity” “We are a people business who just happen to serve food and drink.” “Get rid of the sand” “Know the difference between what you know and what you think you know” Why this episode is worth your ears If you’ve ever found yourself wondering whether the career path you’re on really fits who you are… this one will hit home. Gemma’s story is a brilliant reminder that leadership doesn’t have to look one certain way, and that some of the best careers are built when you stop trying to fit the mould and start understanding what actually energises you. It’s also a cracking conversation about brand, culture, people, hospitality, and the magic that happens when you combine structure with curiosity. And if nothing else… Come for the leadership wisdom. Stay for the flaming bull in Mexico. Show Partners A 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/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

What do you get when an introvert ends up running one of the most iconic hospitality resorts in the country? A very good reminder that the loudest person in the room isn’t always the best leader This week, after what feels like about 17 years of trying to line up diaries, I finally sat down with the legend that is Chris Eigelaar, Managing Director of The Belfry Hotel & Resort. Now, if you know The Belfry, you’ll know it’s not exactly a sleepy little B&B with a bowl of mints on reception. We’re talking world famous golf, huge events, 468 bedrooms, 1,100+ team members, a £90m transformation, and the kind of sporting history that makes golf fans go a bit weak at the knees. And yet, underneath all of that, Chris is one of the most grounded, thoughtful leaders you could hope to meet. We talk about growing up in hotels in South Africa, arriving in London with a thousand quid and a return ticket, learning that he was a much better front of house operator than chef… and why understanding yourself might be one of the most important things you ever do in leadership. Also, yes, there is a story involving a documentary, a fake power cut, and a perfectly timed on camera jump. Which is, obviously, exactly the sort of thing I’m here for. In this episode, Chris and I get into… • Growing up in a hotel family, where hospitality was basically in the wallpaper • His dad giving him two career options: the Navy… or hospitality • Starting out wanting to be a chef before being politely redirected elsewhere • Moving to London with £1,000, traveller’s cheques, and vibes • Picking up whatever work he could get, including some wonderfully random shifts • Helping open the Sofitel St James and building his early career in luxury hospitality • Why he briefly left hotels… then realised he missed the madness • Landing at The Belfry and leading one of the most iconic resorts in the UK • What it really takes to deliver a £90m investment programme in a live business • Why he believes in a flat structure, open doors, and walking the floor • Learning not to force yourself into someone else’s leadership mould • Why being an introvert in hospitality is not a weakness • The power of good mentors… and the lessons bad ones teach you too • Resilience, togetherness, and what tough moments reveal about teams • Why one great golf shot is enough to make you think you’re Tiger Woods for 3 seconds Some cracking quotes from Chris “Hospitality chooses you” “Just be comfortable with yourself” “My role is to remove barriers so people can do their jobs” “There’s no right or wrong leadership style, it’s how you use it” “If one person does it, everybody does it, that’s hospitality” Why this episode is worth your ears This one’s for anyone who’s ever felt like they didn’t quite fit the “standard” idea of what a hospitality leader is supposed to look like. Chris is proof that you don’t need to be the biggest voice in the room. You don’t need to be all jazz hands and noise (Sorry, I'll tone it down... I won't) You just need to know your people, know yourself, and create the sort of environment where others can do their best work. Also, if you fancy a bit of behind-the-scenes Belfry brilliance, leadership wisdom, golf chat, and a story about jumping away from an electrical unit on camera… You’re in very safe hands. Show Partners A 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/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

Show your support for Hospitality Sector Letter to the Chancellor What happens when two people who love a bit of unstructured behaviour get together for a structured conversation? The answer? Lots of unstructured conversation This week I sat down with Conrad Brunton, founder of Tonic Talent, passionate hospitality advocate, charity champion, networking powerhouse… and a man who clearly believes that if you’re going to do something, you might as well do it properly. Before we get into his journey. Conrad is seeking your help. If you have even a tiny sliver of love for Hospitality, please follow the link at the top of the page and put your name to support his open letter to the chancellor To his story, From washing pots at 14, to running the best fish and chip shop in England (Genuinely), to bankruptcy, to building a respected recruitment business and one of the Midlands’ most influential hospitality networks, Conrad’s story is packed with resilience, humour, honesty, and a few brilliant war stories. Including… dropping a potato down the shirt of a senior British politician just before he went on stage Yes. That actually happened. But underneath the laughs is a deeper conversation about pride in your work, why hospitality people are wired differently, and the importance of standing up for an industry that so many of us love. In this episode, Conrad and I get into… • Starting in hospitality at 14 as a KP and discovering the “buzz” of kitchens • The concept of restaurants being “a cockroach in the bloodstream” (credit: Sir Terence Conran) • Working at incredible places like Simpsons, Malmaison and the Fat Duck • Opening a fish and chip shop, and eventually being named the best in England • What bankruptcy really teaches you about resilience and self-belief • Why recruitment is really about conversations, not CVs • Building Tonic Talent, now celebrating 10 years in hospitality recruitment • Why great recruiters should feel like an extension of your brand • The importance of culture, accountability, and simple things like a good checklist • The incredible power of hospitality communities and networks • Why the industry needs to stand up for itself right now more than ever Some cracking quoteables from Conrad “Restaurants are like a cockroach in the bloodstream, once it’s there, it never leaves” “If you’re going to do something, do it to the absolute best of your ability” “I don’t actually like recruitment… I like the conversations” “Treat people the way you’d want to be treated, it’s not complicated” “Hospitality people love what they do. Not many industries can say that” Why this episode is worth your ears Conrad’s journey is a brilliant reminder that hospitality careers are rarely straight lines. They’re messy. They’re unpredictable. Sometimes they knock you flat. But if hospitality gets into your bloodstream… You tend to find your way back. And along the way you might build something pretty special. Just try not to drop a potato down anyone’s shirt. Show Partners A 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/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

This week I sat down with the brilliant Ella de Beer co-founder of Electric Mayonnaise and one of those hospitality people whose career reminds you just how brilliantly unpredictable this industry can be. From waitressing at 14 in South Africa (while telling everyone she was 16… obviously), to opening restaurants, running pubs, building multi-site businesses, leading people functions at brands like Ottolenghi & MJMK and now helping shape the next generation of hospitality leaders, Ella’s story is packed with graft, curiosity, and a healthy dose of “why not give that a go?” Along the way there are some absolute hospitality gems… including the moment she handed Leonardo DiCaprio chicken on a stick, worked 3am Soho finishes fuelled by “Chinese tea” and helped open a 300 cover restaurant just as the financial crash hit. Ideal timing. But underneath the brilliant stories is something deeper, a conversation about the power of hospitality as a career, the importance of learning by doing, and why developing people might just be the most important job our industry has. In this episode, Ella and I get into… • Starting in hospitality at 14 and discovering confidence through people • Moving from South Africa to the Netherlands (and learning Dutch while running a restaurant) • The chaos, glamour and 600-cover Saturdays of Soho hospitality in the early 2000s • Why big volume restaurants teach you lessons you never forget • The moment a 300-seat opening met the global financial crash • What London operators learn the hard way when they buy countryside pubs • Building "Sourced Market" at St Pancras and what happens when 1,500 small suppliers meet train station footfall • Moving from operations into people leadership, and why ops experience changes everything • The unique magic (and slightly chaotic brilliance) of working at Ottolenghi • Why hospitality might be the best industry in the world for social mobility • How Electric Mayonnaise is rethinking hospitality education through apprenticeships • And why learning in hospitality should always be practical, human, and immediately useful Some cracking quote-ables from Ella “Hospitality is where I found my confidence” “You could stand behind the till at St Pancras for eight hours and never stop serving” “Hospitality has to be taught by people who’ve actually done it” “We’re just teaching the way we all learned, by doing the job” “Our responsibility is to show young people this industry can be a real career” Why this episode is worth your ears If you’ve ever started in hospitality with no real plan… and somehow found yourself building a career along the way, this episode will feel very familiar. Ella’s story is a brilliant reminder that hospitality isn’t just about service or restaurants. It’s about confidence, opportunity, learning on the job, and giving people a chance to grow into something bigger than they thought possible. And if that doesn’t make you proud to be in hospitality… You might be in the wrong trade Show Partners A 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/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

Still Building Born in a hotel, thrown out of university Built the UK’s biggest hospitality recruitment business, Lost control of it, Lost his driving licence, Broke his back. You'd think this was a lesson in how not to do it? But far from it! This week on Hospitality Meets, I sit down with Roddy Watt, recruitment pioneer, hotel strategist, owner of one almighty black book and living proof that setbacks are not full stops, they’re commas. In This Episode Why most careers start by accident“Aim at nothing and you’ll hit it” (a dartboard life lesson)Building a 200 person recruitment empireWhat happens when venture capital meets optimismThe week that tested everythingWhy attitude beats experienceWhy high performers don’t get a free passRelaunching again… because why not? Built. Lost. Still Building Roddy helped shape hospitality recruitment in the UK. 15 offices. Hundreds of consultants. Market leader. Then came the flotation. The numbers. The pressure. The reality check. And a particularly memorable week involving: • Losing his company • Losing his driving licence • Falling off a horse and breaking his back His summary? “That was a week.” No violin music. Just perspective. And learning that sometimes your worst week becomes the beginning of your next chapter. This episode is funny, honest, slightly outrageous in places, and packed with lessons you only get from someone who’s been around the block a few times 🎧 Listen now: https://linktr.ee/Hospmeetspod Show Partners A 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/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

From Baptism of Fire to Michelin Leadership This week on Hospitality Meets, Phil sits down with Douglas Balish - Executive Chef and Director at Grove of Narberth, Hotel Chef of the Year, and a man shaped by some of the toughest kitchens in the business. From washing dishes in Ayrshire… To getting “pans thrown at his head” To learning to run in kitchens where nobody walked… To leading his own Michelin starred brigade And all of the lessons that come with that This is a candid episode about pressure, humility, growth — and the fine line between breaking someone and building them. In This Episode Starting out as a 15 year old dishwasher in ScotlandWalking away from university to chase kitchens insteadThe brutal reality of early Michelin kitchensWhy some pressure builds you, and some destroys youTaking demotions to grow fasterWorking at Bohemia and being completely out of his depthThe intensity of Whatley ManorMoving to Australia to work at QuayWhy leadership is not one size fits allCreating dishes when nobody’s ever let you create before Baptism of Fire Douglas doesn’t sugarcoat it. His early Michelin experience was brutal. 80-hour weeks. Staff accommodation from hell. Being told he was useless. Working until nothing fazed him. And yet, he doesn’t look back with bitterness. He looks back with perspective. Because for him, that pressure didn’t break him. It sharpened him. Not because bullying is good (Obviously) but because understanding why something is happening matters The Psychology of Kitchens There’s a fascinating thread in this episode. Douglas nearly studied psychology. Instead, he learned it in kitchens. He talks openly about: Realising he wasn’t as good as he thoughtBeing publicly humbledBeing dropped down the ranksTaking ownership instead of walking away And most importantly, how that shaped the leader he is today. He’s clear: Management isn’t one-size-fits-all. Some chefs need an arm around them. Some need structure. Some need challenge. The job is knowing the difference. From Scotland to Sydney His journey takes him through: JerseyThe CotswoldsAustraliaBack to the UK to run his own restaurant At Quay, he experienced world stage dining, huge covers, relentless precision, global recognition. At smaller, creative restaurants, he discovered something else: The kitchen has to suit the chef. Because even talent struggles in the wrong environment. Leadership Now Today, at Grove of Narberth, Douglas does things differently. Yes, standards are high. Yes, precision matters. But: Young chefs are encouraged to createIdeas are tested safelyFeedback is constructiveGrowth is intentional Because he remembers what it felt like to be thrown in without support. And he’s determined to build strength, not just resilience. Stand-Out Reflection “At some point you’ve got to become head chef” "And when you do — you’d better know who you are" This episode is honest, Unfiltered, and full of insight for anyone leading teams under pressure Show Partners A 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/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

Building a Regenerative Farm Stay This week on Hospitality Meets, Phil sits down with Caitlin Owens, Managing Director and co-owner of Fowlescombe Farm, a luxury farm stay in Devon built on regenerative farming principles. What started as a family meat farm became a pub What started as a consulting career became a hospitality adventure. What started as “how hard can it be?” became… chlorine spraying out of beer lines. This episode is about naivety, chaos, regenerative farming, and why hospitality might just be the most beautifully human industry of them all. In This Episode Quitting consultancy during lockdown to learn hospitality in SwitzerlandRunning a pub during the wild summer of 2021The science (and danger) of cleaning beer linesWhy hospitality operates permanently on the edge of chaosWhat consulting really taught her (hint: it’s not insurance maths)Bringing regenerative farming into luxury hospitalityWhy “low choice, high quality” beats endless optionsThe rise of the farm stay experienceDescribing humanity to a Martian (yes, really) From Farm to Fork, For Real Fowlscombe isn’t just “farm to table” as a marketing line The farm is regenerative The soil health is measured Animals fertilise the land naturally Monoculture is avoided The hospitality exists because of the land, not the other way around Chaos, Sheep & Beer Showers Running the family pub (The Millbrook) during post-lockdown mania meant: Chlorine explosions in the cellarSmelling permanently of aleA sheep on a lead turning up for the village nativityA horse tied to the drainpipe while the chef fed it carrots Skills from “Outside” Hospitality Caitlin didn’t climb the traditional hospitality ladder. Her background in consultancy gave her: Structured thinkingClear communicationConfidence with tech providersThe ability to not be messed around by suppliers A reminder that hospitality doesn’t need to be a closed shop. Different backgrounds make stronger teams. Regenerative Hospitality For Caitlin, sustainability isn’t just environmental. It’s about: Less wasteFewer food milesLower choice, higher qualityDoing less, but doing it exceptionally well You won’t find 24-hour room service and 200 menu options. You’ll find five carefully chosen cocktails. One menu per day. Ingredients picked from the garden. Intentional. Grounded. Memorable. Standout Line “Hospitality operates on the edge of chaos. The critical success factor is staying on the right side of it” This is an episode about: Taking risks. Backing instinct. Building something rooted in the land. And discovering that sometimes, the best leadership inspiration comes from Ted Lasso. Show Partners A 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/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

Why Understanding Drives Performance This week on Hospitality Meets, Phil is joined by Will Fraser, co-founder of Pineapple, founder of 100 & First, and former professional rugby player. What begins as a conversation about people data quickly becomes something deeper, a clear eyed look at why teams struggle, why talent alone isn’t enough, and why most performance problems come down to misunderstanding, not ability. This is a calm, thoughtful episode about clarity, context, and why better conversations beat better strategies. In This Episode Why performance is a by-product, not something you can forceThe difference between thinking you know something and actually knowing itWhy misunderstanding (not laziness) drives most workplace issuesWhat elite sport gets right about teams that business often gets wrongThe hidden cost of constant change and short term thinkingWhy stability can be a genuine competitive advantageHow people data should start conversations, not end them From Elite Sport to Hospitality Will’s thinking was shaped during his time at Saracens, where a strong focus on people and culture transformed performance under pressure. After injury ended his playing career, Will began applying those lessons in business, and quickly noticed a gap between how elite teams operate and how most organisations try to drive results. The biggest difference? Shared understanding What the Data Shows Through Pineapple, Will now works with hospitality businesses to understand patterns around: AttritionInternal progressionTeam stability One consistent insight stands out: Greater stability and internal progression = lower turnover. Simple. Powerful. Rarely acted on. The Talent Myth Will challenges the idea that great performers can simply be “moved” and expected to thrive. Drawing on examples from football, including Brighton & Hove Albion and Brentford, he explains why performance is often owned by the system, not just the individual. Change the context, and performance usually dips. Stand-Out Thoughts “Most performance problems aren’t competence problems — they’re understanding problems”“If you think something rather than know it, you haven’t had the conversation”“Stability, not constant change, is often the real advantage” Why Listen This episode is for anyone who has: Seen good people struggle in new rolesFelt pressure to change something without clarity on whatWondered why common sense is so rarely common practice It’s a reminder that teams don’t fail because they don’t care, they fail because they don’t understand. And understanding only comes from time, clarity, and conversation. Show Partners A 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/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

Prepare. To. Be. Happy. Returning to Hospitality Meets, Klaudia Mitura - work psychologist, L&D leader at the Science Museum Group, host of The Happiness Challenge podcast, author of The Alphabet of Happiness, and an actual Certified Chief Happiness Officer (yes, really) delivers one of the most uplifting, honest, and quietly powerful conversations we’ve ever recorded. This episode is not about toxic positivity, pretending everything’s fine, or slapping a smile on life’s messier moments. It’s about science backed happiness, micro habits, curiosity, resilience, and learning how to live with the noise in your head - not silence it. It’s warm. It’s funny. It’s deeply human. And it might just change how you think about happiness altogether. In This Episode Klaudia’s return to the podcast nearly four years on, and how life has unfolded sinceLosing a job, being separated from family, rescheduling a wedding four times, a family cancer diagnosis… and why happiness still matteredWhy Klaudia decided to treat her life like a scientific experimentWhat the science of happiness actually tells usWhy happiness isn’t a destination - it’s a starting pointThe power of micro-habits and why 1% changes beat life overhaulsWhy happiness fuels kindness, generosity, optimism and impactThe danger of “I’ll be happy when…” thinkingWhy curiosity might be the most underrated life skill of all Happiness, But Not the Cringey Kind Klaudia is very clear on one thing: This is not about toxic positivity. It’s not about ignoring grief, stress, uncertainty, or the very real challenges of life and work. It’s about acknowledging them and giving yourself the tools to cope, recover, and move forward. As Klaudia explains, happiness: Helps us regulate our nervous systemMakes us more resilient under pressureIncreases kindness, generosity and problem solvingGives us the energy to face hard things, not avoid them Or put simply: Happiness doesn’t deny reality. It helps you deal with it. Stand-Out Quotes “Happiness is not a destination. It’s a starting point” “We regret not allowing ourselves to be happier” “You can be going through something hard and still experience joy” “Happiness fuels kindness. Without it, we can’t change anything” “You don’t need a life overhaul - you need small habits, done consistently” Why Listen This episode is for you if: You’re tired of overcomplicating happinessYou want practical tools, not platitudesYou lead people and want them to thrive, not just surviveYou’re curious about how your brain actually worksYou want permission to feel joy without guilt It’s a reminder that happiness is not selfish. It’s not fluffy. And it’s definitely not accidental. As Klaudia dares us all to do: 👉 Be 1% happier. That’s enough. Get her book here - https://amzn.eu/d/gDRfFyd Show Partners A 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/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

This week on Hospitality Meets, Phil sits down with Dulcie Swanston, bestselling author, executive coach, leadership trainer, neuroscience and psychology “magpie,” and one of the clearest thinkers you’ll ever meet in hospitality. Dulcie’s career spans 23 years at Bass PLC / Mitchells & Butlers, senior HR leadership, graduate programme design, global executive coaching, and now running multiple businesses that all share one simple mission: Make complicated things simple, and usable now! From accidentally falling into hospitality after realising acting wasn’t for her… to becoming one of the most trusted leadership thinkers in the industry… this episode is packed with stories, insight, Yorkshire humour, and a lot of truth. In This Episode Why Dulcie believes “it’s not bloody rocket science” and why simplicity is a leadership superpowerAccidentally landing a graduate role at Bass PLC because it was the only application deadline still open, and why that changed everythingTurning up on day one… only to be told the marketing department no longer existedBecoming the company’s first ever “commercial graduate” a role nobody could quite defineWorking across finance, property, operations, HR and brand, and why that breadth became a giftManaging O’Neill’s pubs taking £50–60k a week and winning global performance awardsRecruiting and developing women into leadership roles when talent was hidden in plain sightFinding her true calling in HR in her mid 30s and realising leadership is about helping others be great at their jobsThe difference between leaders whose teams perform only when they’re present… and leaders whose teams thrive when they’re notWhy great leaders (and great coaches) aim to make themselves redundant Imposter “Syndrome”? Not Here. One of the standout sections of the episode is Dulcie’s reframing of imposter syndrome which she refuses to call a syndrome at all. Instead, she calls it: Well, tune in to find out Her take? “If you think you’re finished as a leader or coach — you’re finished.” She shares powerful imagery about the two voices on our shoulders, why our brains constantly lie to protect us, and how learning to notice those lies without shame is the key to growth. Stand-Out Quotes “Happy people make more money.” Dulcie Swanston “The brain isn’t a video recorder — it’s an editing machine.” Dulcie Swanston “Great leaders get their teams to perform brilliantly when they’re not there.” Dulcie Swanston “If you think you’re done learning — move aside.” Dulcie Swanston “Comfort with ambiguity is one of the greatest leadership strengths there is.” Dulcie Swanston Why Listen This episode is a goldmine for anyone who: Leads people in fast-paced, operational environmentsFeels overwhelmed by complexity and wants clarityWants to understand why great leaders work, not just what they doIs curious about coaching, self-awareness, and better thinkingLoves practical wisdom delivered with warmth and humour It’s a conversation about leadership without ego, growth without jargon, and thinking better so work doesn’t feel like work. As Dulcie puts it perfectly: “When work doesn’t feel like work — that’s when you know you’re in the right place.” Enjoy! Show Partners A 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/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

This week on Hospitality Meets, Phil sits down with Matt McCabe, Founder of Subu Connect - a platform created to bridge the gap between food and beverage suppliers and global buyers across airlines, foodservice and hospitality. Matt’s story is one of curiosity, courage, accidental brilliance, and a lot of beautifully human learning along the way. From a 19-year-old Irish hotel management student taking a leap into a German kitchen… to buying food for prisons, parliaments and planes… to building his own tech platform from scratch - this is a masterclass in connection, leadership, humility and trust. It also includes one of the greatest stories ever told on the podcast involving… mayonnaise. In This Episode How a leap of faith took Matt from hotel school in Ireland to cooking in Germany, Switzerland and London — including a stint at The Dorchester with 120 chefs in the kitchenThe moment Matt realised chefs don’t buy food and how that insight led him into procurement and supply chain leadershipWhy asking for help (and admitting you don’t know something) is one of the most powerful leadership skills you can developWhat running food supply for UK prisons, the House of Lords, and then Emirates Airline Catering taught him about scale, systems and humanityThe emotional and cultural challenge of moving his family to Dubai - and what that transition really felt likeHow a chance LinkedIn event invitation on holiday led to the creation of Subu Connect almost overnightThe reality of becoming a founder: self-belief, risk, financial uncertainty, and emotional investmentWhy Matt believes “Every Connection Matters” - and how relationships compound over time Stand-Out Quotes “I never really believed in myself. I was waiting for the lightbulb moment — and I used that as an excuse not to start” “Every connection matters. No conversation is ever wasted” “I physically feel it when the company struggles — like you would with a child or a loved one” “We’re not the stars — the suppliers are. We’re just the stage” “People didn’t invest in the platform. They invested in me and what I stand for” Why Listen This episode is a beautiful exploration of: Career reinvention and courageThe hidden emotional side of entrepreneurshipLeadership through vulnerability and trustThe power of curiosity and asking better questionsWhy hospitality skills translate into almost every other industryHow values shape sustainable businesses It’s a reminder that success is rarely linear, confidence often arrives late, and the most meaningful careers are built through people, not plans. A joyful, human, wise and quietly powerful conversation. Show Partners A 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/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy