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

This Podcast is Sponsored by Leonardo Hotels UK & Ireland https://www.leonardohotels.co.uk/Host: Phil Street FIHGuests:Sacha Lord FIH – Chair, Night Time Industries Association; Founder, The Warehouse Project & ParklifeAymen Fetouak MIH – Head of Professional Development, Institute of HospitalityEmily Clark AIH – Industry Engagement Officer, Edge Hotel School; IOH Youth CouncilArtwork and Branding: Sonia Cresswell (MIH)Music by: Leon Williams (FIH)Looking Ahead to 2026: New Year, New ChallengesAs hospitality steps into 2026, the mood is mixed. Hope, frustration, resilience, fear, and optimism all collide in this honest, wide ranging conversation about what lies ahead for the industry.Joined by Sacha Lord, Aymen Fetouak, and Emily Clark, Phil explores the pressures facing hospitality, from government policy and rising costs to leadership behaviour, professional development, and the future workforce, while also uncovering where hope still lives and how the sector can create its own momentum.This is a candid, thoughtful discussion about realism without resignation and why hospitality remains worth fighting for.In this episode, we discuss:What 2026 feels like for hospitality leaders on the groundThe impact of government policy, VAT, business rates, and political decision-makingWhy hospitality often feels misunderstood at policy levelThe real human cost of closures - businesses, homes, families, and mental healthHow public support for hospitality is growing againWhy pubs, restaurants, and hotels are more than just businessesThe pressure facing leaders as margins tighten and teams shrinkLong hours, burnout, and the risk of losing joy from the industryThe importance of collaboration, not top-down decision-makingWhy professional development must become practical, human, and continuousMentoring, real-world learning, and “capability in the moment”Leadership behaviours Gen Z wants to see disappearWhy younger generations are still optimistic - and ready to innovateCreating hope rather than waiting for itWhy Our Guests Said, “I’m In!”Sacha Lord:For Sacha, becoming a Fellow of the Institute of Hospitality was an unexpected and deeply meaningful honour. With no formal qualifications and 30 years in the...

This Podcast is Sponsored by Leonardo Hotels UK & Ireland https://www.leonardohotels.co.uk/Host: Phil Street FIHGuests:Mark Lewis FIH – Chief Executive, Hospitality ActionLizzie Grundy AIH – Weddings & Private Dining Manager, Pennyhill Park; Vice Chair, IOH Youth CouncilArtwork and Branding: Sonia Cresswell (MIH)Music by: Leon Williams (FIH)Supporting Communities at Christmas: The Season of Giving BackIn this festive episode of I’m In, host Phil Street brings together two brilliant hospitality voices, Mark Lewis of Hospitality Action and Lizzie Grundy of Pennyhill Park, to explore what supporting communities at Christmas truly means.From tackling loneliness to charitable giving, team wellbeing, and authentic generosity, this warm, heartfelt conversation reminds us that hospitality’s spirit shines brightest when we take care of one another.In this episode, we discuss:What “supporting communities at Christmas” means to those working in hospitalityHospitality Action’s Golden Friends scheme and how it supports retired workersWhy Christmas can be emotionally tough, and how kindness helps bridge the gapReal examples of hotels giving back: toy donations, charity Christmas cards, and moreSupporting your own teams during the busiest season of the yearThe power of time and volunteering when finances are stretchedWhy acts of generosity are contagiousIndustry wide collaborations like Walk for Wellbeing and the Always Open at Christmas charity singleWhy Our Guests Said, “I’m In!”Mark Lewis:Mark believes deeply in the importance of professional development and the role the IOH plays in supporting hospitality careers. As someone committed to supporting the industry’s people, joining the IOH community was a natural step.Lizzie Grundy:Fresh out of university, Lizzie wanted a professional home that would help her continue learning, connecting, and growing. The IOH gave her that, and now, through the Youth Council, she helps others find their voice and their community too.Outstanding Quotes from the Episode“We help people who hit a bump in the road, and Christmas is when that help matters most” – Mark Lewis“It’s all about making sure people feel the spirit of Christmas in every way, not just spending, but sharing” – Lizzie Grundy“Hospitality people are, by nature, generous. They’re happy to work while others rest, and they still find ways to give back” – Mark Lewisspan...

This Podcast is Sponsored by Leonardo Hotels UK & Ireland https://www.leonardohotels.co.uk/Host: Phil Street FIHGuests:Edd Gallier FIH – Head of Learning & Development, Leonardo HotelsDamien Martin MIH – General Manager, The Parkgate Hotel, CardiffMark Grant MIH – Chair, IOH Diversity, Equity, Inclusion & Belonging (DEIB) CouncilArtwork and Branding: Sonia Cresswell (MIH)Music by: Leon Williams (FIH)Supporting Trans People into the Workplace: Building Cultures of BelongingIn this episode, Phil Street leads an open and constructive conversation about how hospitality businesses can better support trans people in the workplace — and, more broadly, how we can create cultures where everyone feels safe, valued, and able to be themselves.Joined by Edd Gallier, Damien Martin, and Mark Grant, this discussion explores what inclusion really means in day-to-day operations: from policy and language to allyship, leadership, and learning through honest mistakes.In this episode, we discuss:What “supporting trans people into the workplace” truly means in practiceWhy culture and belonging are more powerful than complianceHow language signal respect and inclusionCreating psychologically safe spaces for dialogue and educationBalancing belief systems, dignity, and organisational valuesThe importance of allyship and calling out poor behaviour from guests as well as colleaguesMeasuring inclusion beyond numbers: belonging, engagement, and lived experienceThe role of leadership, communication, and technology in building inclusive workplacesWhy Our Guests Said, “I’m In!”Edd Gallier: For Edd, joining the IOH is about professional recognition and raising standards of learning and development across hospitality, ensuring everyone receives the growth and respect they deserveDamien Martin: Damien sees the IOH as a vital resource for development and recognition, helping his team learn, grow, and bring their best selves to work every dayMark Grant: As Chair of the IOH DEIB Council, Mark champions hospitality’s welcoming nature and its potential to reflect society’s best values: opportunity, inclusion, and communityOutstanding Quotes from the Episode“Creating a culture where everyone can feel they belong — that’s the real measure of success” – Edd Gallier“Hospitality is about welcoming everyone. Inclusivity isn’t optional” – Damien Martin“If someone has a problem with you, it doesn’t have to become a problem for you” – Mark Grant“Language signals respect, even small changes can make a big impact” – Damien Martin“Don’t wait for someone else to act. Speak up. Be an ally” – Mark Grant“Everyone deserves a workplace where they can just be themselves” – Phil StreetCreating truly inclusive workplaces starts with conversation, courage, and consistency. Tune in for a thoughtful discussion that gets to the heart of what belonging really means in hospitalityJoin the ConversationTwitter/X: @IoH_OnlineInstagram: @ioh_onlineLinkedIn: Institute of HospitalityWebsite:

This Podcast is Sponsored by Leonardo Hotels UK & Irelandhttps://www.leonardohotels.co.uk/Host: Phil Street FIHGuests:Francisco Macedo - Chairing the IOH Funded Membership Carmen Vlasceanu - Author of Dare to Care, cruise hospitality consultant; beneficiary of funded membership Jenny Cheung – Front of house professional; beneficiary of funded membership during COVID Joanne Smith - Institute of Hospitality; co-creator of Hearts in Hospitality award Marvellous Dada - President, TMD Mentorship (Nigeria); Hearts in Hospitality recipient Pete Wayre - Hospitality leader & trainer; Hearts in Hospitality recipient Marco De Simone – Restaurants Professional; Hearts in Hospitality recipientArtwork and Branding: Sonia Cresswell (MIH)Music by: Leon Williams (FIH)I’m In - 50th Episode Special: Community, Care & Quiet HeroesFor our 50th, we spotlight two IOH initiatives that change real lives: the Funded Membership (confidential membership support when times are tough) and Hearts in Hospitality (recognising unsung heroes who go above and beyond). You’ll hear frank advice on applying for funded membership, first hand stories of how it helps people bounce back, and joyful reminders of everyday heroism across hospitality. In this episode, we discussThe Funded Membership - how it works & why it matters: a confidential lifeline that helps members stay connected to opportunities, learning, and community when finances are tight. What makes a strong application?The lived impact of funded membership: confidence, connection, access to learning, and headspace to rebuild. Hearts in Hospitality: why the IOH created it, how nominations are judged, and the power of celebrating frontline excellence. Real stories from awardees: going further than expected, serving with heart, and lifting the next generation. Specific Guest inputFrancisco Macedo on the Funded Membership’s purpose and some tips for a successful application Carmen Vlasceanu on what funding unlocked: from MBA/PhD studies to launching a charity (Angels Wings), and a training platform - membership access made momentum possible. Jenny Cheung on the COVID years: funded membership brought learning, confidential support, and a sense of community when work vanished - now she’s a paying member and paying it forward. Joanne Smith on Hearts in Hospitality: built by a cross team taskforce to celebrate people who “do the job well and more,” with surprise workplace presentations and panel review. Marvellous Dada on youth and purpose: building Nigeria’s largest hospitality student network and choosing service over comfort to raise a new generation for the industry. Pete Wayre on exceeding expectations: the small, human acts (like personally guiding a lost guest across Manchester) and a career long mantra - presentation and care matter. Marco De Simone on the sheer surprise of receiving the award, what it means and why awards like this are importantOutstanding Quotes from the Episode“The Funded Membership can give people a lifeline” - Francisco...

This Podcast is Sponsored by Leonardo Hotels UK & Ireland https://www.leonardohotels.co.uk/Host: Phil Street FIHGuests:Kan Koo MBE FIH – Executive Director, Cosmo Restaurant GroupLouise Brown MIH – Commercial Executive, Institute of HospitalityHarsh Sodhani AIH – Business Development Manager, Hilton London BanksideArtwork and Branding: Sonia Cresswell (MIH)Music by: Leon Williams (FIH)B2B Sales in Hospitality: Relationships, Trust, and the Role of AISelling business-to-business is part art, part science.But in hospitality, it’s always about relationships. In this episode, Phil is joined by Kan Khoo, Louise Brown, and Harsh Sodhani to explore the realities of B2B sales: from building trust and tailoring language to knowing when (if ever) a hard sell is appropriate.This conversation unpacks the balance between data and dinners, the pitfalls of bad pitches, and why the human touch still matters in an increasingly tech-driven world.In this episode, we discuss:Why relationship building is the cornerstone of B2B salesWhen (and how) to use data to back up trustThe dangers of the “hard sell” and when it might be justifiedHow language needs to adapt for different stakeholdersMistakes too many salespeople make in hospitalityWhat separates true partners from one-time vendorsThe role professional bodies play in raising sales standardsWhether AI can ever replace the human element in B2B sellingWhy Our Guests Said, “I’m In!”Kan Khoo: A Member for nearly four decades, Kan has always been passionate about mentoring and supporting the next generation, while proudly championing diversity and inclusion through his restaurants.Louise Brown: With hospitality in her blood, Louise has been part of the IOH on and off since 1989. She thrives on connecting people and ensuring members and partners get real value from their relationships.Harsh Sodhani: Having built his UK career from scratch, Harsh values the IOH for mentorship, connections, and the Youth Council’s platform for new voices in the industry.Outstanding Quotes from the Episode“To build long-term successful enterprise, when you don’t close a sale, open a relationship” – Patricia Fripp (quoted by Phil)“Data builds credibility, but dinner builds trust” – Harsh Sodhani“AI and IT don’t have feelings, the human touch in B2B is still irreplaceable” – Kan Khoo“If you’re not actively listening, you’re not selling, you’re just shouting” – Louise Brown“Be the most inquisitive person in the room, not the most knowledgeable. That’s how you build trust” – Phil StreetJoin the ConversationTwitter/X: @IoH_OnlineInstagram: @ioh_onlineLinkedIn: Institute of HospitalityFrom bad pitches to brilliant partnerships, this episode is packed with real-world insights for anyone in sales or hospitality leadership.Tune in now!Have feedback or want to feature on a future episode? Contact Phil at phil.street@instituteofhospitality.org

AI & Efficiency in Small Business: Friend, Foe, or Force for Growth?Host: Phil Street FIHGuests: Professor Peter Jones FIH, Professor Roya Rahimi MIH & Bradley Dorrington AIHArtwork & Branding: Sonja Cresswell MIHMusic: Leon Williams FIHAI is everywhere, but what does it really mean for small business owners in hospitality? In this episode, Phil is joined by Professor Peter Jones, Professor Roya Rahimi, and Bradley Dorrington to unpack the role of AI in making small businesses more efficient, agile, and competitive.From practical “quick wins” to the bigger ethical questions, this conversation explores how AI is already transforming the industry and how small businesses can adopt it without fear or overwhelm.Whether you’re excited, cautious, or somewhere in between, this discussion will give you clarity on where to start and what to watch out for.In this episode, we discuss:How AI can free up time by automating repetitive tasksThe real opportunities for small businesses in data analysis and decision makingWhy adopting AI doesn’t mean replacing staffPractical starting points for small operators curious about AIHow marketing and customer engagement are being reshaped by AIThe misconceptions (and fears) that hold small businesses backWhy AI should be seen as a supportive tool, not a threatWhy Our Guests Said, “I’m In!”Peter Jones: A Fellow for over 30 years, Peter values the IOH as a supportive, evolving professional body that grows alongside the industry.Roya Rahimi: Passionate about bridging academia and industry, Roya sees the IOH as a vital community that reflects her lifelong commitment to service and hospitality.Bradley Dorrington: As a small business owner and now Chair of the Youth Council, Bradley values the IOH for its network, support, and commitment to showcasing hospitality as a vibrant career path.Outstanding Quotes from the Episode“AI is your starting point, not the end answer. You’ve still got to ask the right questions” – Peter Jones“AI makes me feel like a superhuman — it frees me from repetitive tasks so I can focus on what really matters” – Roya Rahimi“Sometimes it’s just about giving it a go. Even a simple chatbot or fact-checking tool can make a big difference” – Bradley Dorrington“The power is in the prompt” – Phil StreetJoin the ConversationTwitter/X: @IoH_OnlineInstagram: @ioh_onlineLinkedIn: Institute of HospitalityAI in hospitality isn’t science fiction, it’s already here. The question is: how will you use it? Tune in now to find out!Have feedback or want to feature on a future episode? Contact Phil at phil.street@instituteofhospitality.org

This Podcast is Sponsored by Leonardo Hotels UK & Ireland https://www.leonardohotels.co.uk/Host: Phil Street FIHGuests:· James B Clarke FIH – General Manager, Park Plaza Westminster Bridge & Chair, Master Innholders· Lisa Bright MIH – Professional Development Administrator, Institute of Hospitality· Rishabh Vaish AIH – Business Development E-Commerce, Blue Orchid Hotels & Youth Council, IOHArtwork and Branding: Sonia Cresswell (MIH) Music by: Leon Williams (FIH)Mentorship in Hospitality: At what point does it stop being effective?In this episode, Phil is joined by James B Clarke, Lisa Bright, and Rishabh Vaish to dig deep into the subject of mentorship. From first hand stories to hard truths about when it goes wrong, this conversation unpacks the real value of mentoring relationships and when they risk becoming meaningless.If you’ve ever considered being a mentor, becoming a mentee, or just want to better understand how to create growth focused relationships in hospitality, this episode is a must-listen.In this episode, we discuss:Why mentorship matters more than everWhat makes a mentoring relationship truly workSetting the right ground rulesThe dangers of ineffective or one sided mentorshipHow to spot when it’s time to part waysThe role of reverse mentoringHow to ensure guidance doesn’t become outdated adviceWhy mentoring isn’t about creating clonesWhy Our Guests Said, “I’m In!”James B Clarke: A long-time Fellow and passionate advocate for collaboration and mentoring, James believes the IOH and Master Innholders are critical to nurturing future leaders. His goal? To be part of shaping a strong, resilient, and people focused profession.Lisa Bright: Lisa loves being part of the wider hospitality family and especially values her work with Mentor Me, the IOH’s mentoring scheme. She sees it as an opportunity to support others and grow personally while connecting across the industry.Rishabh Vaish: Having joined the IOH as a student, Rish was inspired by the welcoming environment and real world value of networking and mentorship. Now on the Youth Council, he’s helping others find their feet and their voice in hospitality.Outstanding Quotes from the Episode:“The delicate balance of mentoring someone is not creating them in your own image, but giving them the opportunity to create themselves” – Steven Spielberg (quoted by Phil)“Mentorship is a win-win – as a mentor, you learn just as much as you give” – James B Clarke“Mentoring is a gift. What you do with it is your choice” – Lisa Bright“Mentorship is not about making clones. It’s about merging the best of yourself with someone else’s potential” – Rishabh Vaish“Ineffective mentoring is worse than no mentoring at all” – Lisa Bright“Reverse mentoring reignites your perspective. It’s not one sided – it’s two way growth” – Phil StreetJoin the Conversation:Twitter/X: @IoH_OnlineInstagram: @ioh_onlineLinkedIn: Institute of HospitalityWebsite: https://www.instituteofhospitality.org/Mentoring is more than a buzzword – it’s a commitment to growth, authenticity, and meaningful connection. This episode breaks it all down, so tune in now!Have feedback or...

This Podcast is Sponsored by Leonardo Hotels UK & Ireland https://www.leonardohotels.co.uk/Host: Phil Street FIHGuests: Jo Smith FIH (Institute of Hospitality), Vandana Dass MIH (Managing Director, Davenport Solicitors & IOH Trustee), Lizzie Grundy AIH (Weddings & Private Dining Manager, Pennyhill Park)Artwork and Branding: Sonia Cresswell (MIH)Music by: Leon Williams (FIH)How to Manage an Employment TribunalIn this episode of the Institute of Hospitality Podcast, Phil navigates the intricate and often misunderstood world of employment tribunals. Joined by Jo Smith FIH, Vandana Dass MIH, and Lizzie Grundy AIH, the discussion explores what tribunals really are, the misconceptions surrounding them, and how to prevent issues before they escalate. Whether you’re new to the workplace or a seasoned leader, this episode offers practical advice and real-world insight on managing workplace conflict with fairness and professionalism.In this episode, we discuss:⦁ What Is a Tribunal Anyway?⦁ A clear explanation from legal expert Vandana Dass on how and why tribunals happen.⦁ The Human Side of Conflict - How tensions in the workplace affect individuals and teams, with insight from Lizzie and Jo.⦁ Misconceptions Around Tribunals - From both employer and employee perspectives — including some myths⦁ Documentation Matters: Why consistent record keeping is key, and what employers often get wrong.⦁ Culture, Communication, and Leadership: How proactive leadership and early conversations can help prevent escalation.Why Our Guests Said “I’m In!”Jo Smith: As a long-time team member at the IOH, Jo celebrates the supportive and forward-thinking community that makes the IOH special. She loves being part of a network where people matter above all else.Vandana Dass: A passionate advocate for hospitality, Vandana joined the IOH because of its commitment to supporting professionals and creating a powerful, empathetic community of practice.Lizzie Grundy: A member since her student days, Lizzie credits the IOH with offering the network, mentorship, and opportunity that helped her progress quickly in her career. It’s all about the people.Key Moments and Quotes from the Episode:“Employment tribunals are legal forums set up to resolve disputes between employers and employees — often a last resort when informal resolution fails.” – Vandana Dass“Trust and confidence are central to any employment relationship. Once that’s gone, it’s very hard to get it back.” – Vandana Dass"We should just gossip less, people" - Phil Street"You have to balance protecting the company with genuinely caring about the people. That’s where true leadership lies."“As leaders, we must be alert to shifts in behaviour. An employee acting differently can be a huge red flag.” – Vandana Dass“Conflict is inevitable. What matters is how we deal with it, not whether we can avoid it.” – Lizzie Grundy“Documentation is your best friend. If it’s not written down, it’s one person’s word against another.” – Vandana Dass“A healthy workplace is one where people thrive and feel psychologically safe.” – Vandana Dass & Lizzie GrundyJoin the Conversation:Twitter/X: @IoH_OnlineInstagram: @ioh_onlineLinkedIn: Institute of HospitalityWebsite: https://www.instituteofhospitality.orgTune in now for a compelling and accessible look into how tribunals work, how to avoid them, and how to foster a fairer, more communicative workplace.We’d love your feedback!Want to share...

This Podcast is Sponsored by: Leonardo Hotels UK & Ireland https://www.leonardohotels.co.uk/Host: Phil Street FIHGuests:Michael Voigt (Managing Director, The Goring)Ciara Crossan (Founder & CEO, Wedding Dates)Artwork and Branding: Sonia Cresswell (MIH)Music by: Leon Williams (FIH)Episode Title: I'm In - Crisis ManagementIn this episode of the Institute of Hospitality Podcast, Phil dives into the world of crisis management with two hospitality leaders who have faced challenges head on. Michael Voigt from The Goring and Ciara Crossan from Wedding Dates share their personal insights on surviving, thriving, and learning through crises in hospitality. From COVID-19 to personal challenges, this conversation highlights the power of empathy, leadership, and reinvention in uncertain times.In this episode, we discuss:Prevention, Reaction, or Reinvention? The balance that leaders must strike in crisis management.The Importance of Empathy in Leadership How compassion and calmness can help you navigate even the toughest moments.Adapting to Crisis: The COVID Era How businesses and leaders reimagined operations to survive and thrive.The Role of Communication During a crisis, both internally with your team and externally with your guests.Resilience and Learning from Crisis What the pandemic taught us about running a sustainable and adaptable business.Why Our Guests Said “I’m In!”Michael: A long-time advocate of professional networking, Michael joined the IOH to further his commitment to supporting the hospitality industry, sharing experiences, and continuing to learn from his peers.Ciara: After over a decade in the business, Ciara was drawn to the IOH for its commitment to excellence, professionalism, and a network that helped her grow both as a business owner and as a leader.Key Moments and Quotes from the Episode:“A crisis fundamentally affects or alters the way we do business. How we react is what we control” – Michael Voigt“Prevention is the most powerful. But once something goes wrong, reaction is key, and empathy can go a long way in making it right” – Ciara Crossan“In a crisis, communicate more, update more, and reassure more” – Ciara Crossan“The best way to prepare future leaders for crises is to share experiences and mentor them. They need to understand that crises are inevitable and can be dealt with when you’ve got the right mindset” – Michael Voigt“Sometimes the best solution to a crisis is to stay calm, take a deep breath, and then make a well-informed decision” – Ciara CrossanJoin the Conversation:Twitter/X: @IoH_OnlineInstagram: @ioh_onlineLinkedIn: Institute of HospitalityWebsite: https://www.instituteofhospitality.orgTune in now for a thoughtful and actionable discussion on how to manage a crisis with resilience, empathy, and strong leadership.We’d love your feedback! Want to share your thoughts or put yourself forward as a future guest? Contact Phil Street at phil.street@instituteofhospitality.org

This Podcast is Sponsored by Leonardo Hotels UK & Irelandhttps://www.leonardohotels.co.uk/Host:Phil Street FIHGuests:● Michael Kill FIH (CEO, Nighttime Industries Association)● Emma McClarkin OBE FIH (CEO, British Beer and Pub Association)● Robert Richardson FIH (CEO, Institute of Hospitality)Artwork and Branding: Sonia Cresswell (MIH)Music by: Leon Williams (FIH)CEO Collaboration: Why Working Together is the Key to Hospitality’s FutureIn an extraordinary episode, Phil brought together the CEOs of three major forces in the UK’s hospitality landscape: the Night time Industries Association, the British Beer and Pub Association, and the Institute of Hospitality. With Michael Kill FIH, Emma McClarkin OBE FIH, and Robert Richardson FIH at the table, this conversation dives deep into what true, meaningful collaboration looks like, and why it’s more important than ever.With each guest representing different corners of a vibrant, interconnected ecosystem, this episode is brimming with practical insight, candid stories, and actionable ideas for anyone passionate about hospitality’s future.In this episode, we discuss:What each trade association does and why their work is so intertwined How mutual respect and honesty fuel successful collaborations Case studies of policy wins, and challenges, in an ever-changing landscape The risks of working in silos and the power of presenting a united industry voice, especially to government How cross-sector collaboration amplifies member benefits, learning opportunities, and innovation Real-world examples of sharing data, resources, and best practices to drive change Why supporting people, at every career stage, is central to the industry’s growth Key lessons from the pandemic about solidarity, resilience, and the human side of hospitality The critical role of association teams, and why their work behind the scenes should never be underestimatedOutstanding Quotes from the Episode:“If you think of this as an orchestra, we each play different instruments, but together we improve the whole.” – Robert Richardson“The weakness of the industry comes in disparate voices... but a collective position is much harder to disregard.” – Michael Kill“We are all part of ensuring that we have a really strong sector, a really strong nighttime economy, and it’s something we really have to fight for.” – Emma McClarkin“There’s no one organisation that represents the entire sector. But collectively, we are an industry.” – Michael Kill“You can’t have success and progress without collaboration.” – Phil StreetJoin the ConversationWebsite: https://www.instituteofhospitality.org/Twitter/X: @IoH_OnlineInstagram: @ioh_onlineLinkedIn: Institute of HospitalityTune in now for a behind-the-scenes look at how real collaboration happens at the top, and what it means for every professional in hospitality.We’d love your feedback! Want to share your thoughts or put yourself forward as a future guest? Contact Phil Street at...

I'm In Special – The Institute of Hospitality’s Official Podcast in association with the Hotel Management and Tourism Institute Switzerland (HTMi)Podcast Sponsored by: LeonardoHotels UK & IrelandHost: Phil Street FIHGuests:Sofia MuchovaJane KalenichenkoAli AlkubaishPatricia CobasneanCiprian VoineaArtwork and Branding: Sonia Cresswell (MIH)Music by: Leon Williams (FIH)Hands Across the Water: Opportunities and Challenges for International StudentsIn this special edition of the Institute of Hospitality's official podcast, host Phil Street is joined by a dynamic group of past and present students from the Hotel and Tourism Management Institute of Switzerland (HTMi). This episode dives deep into the experiences, opportunities, and challenges faced by international hospitality students today.From cultural integration to leveraging technology, this conversation is full of insights and practical advice for students and industry professionals alike.In This Episode, We Discuss:The appeal of hospitality education at HTMi and its unique offerings Real-world experiences and how internships play a crucial role in a student's career development.Navigating cultural differences and the power of adaptability in the hospitality industry.Current challenges in the industry, including the rise of AI and environmental concerns.The importance of soft skills, networking, and being open to global opportunities.Why Our Guests Said, “I’m In!” and chose the HTMi to start their career in hospitalitySofia: Passionate about hospitality's blend of luxury and personal interaction, Sofia chose HTMi for its strong reputation and real-world learning approach.Ciprian: With a 14-year career in hospitality, Ciprian sees the value in HTMI's connections and hands-on learning, which set the foundation for his successful career so far.Jane: Drawn by the international nature of hospitality and the stunning location of HTMi, Jane appreciates the dynamic and multicultural environment of the industry.Ali: Aiming to align his career with Saudi Arabia's vision for hospitality, Ali values the extensive internship opportunities and practical experience offered by HTMi.Patricia: From high school jobs to professional growth, Patricia sees HTMi as a place that shapes both personal and professional development.Outstanding Quotes from the Episode:"The industry needs to think differently. Co-leadership and job-sharing could be the future of hospitality leadership." – Ali"Be empathetic. Embrace cultural diversity and develop strong networking skills." – Ciprian"Master the soft skills such as empathy, communication, because this is actually a universal language for the industry." – JaneTo learn more about the HTMi, visit their website at https://htmi.ch/Join the Conversation:Twitter/X: @IoH_OnlineInstagram: @ioh_onlineLinkedIn: Instituteof HospitalityTune in to explore the future of hospitality through the eyes of international students poised to lead the industry forward!We’d love your feedback!Want to share your thoughts or put...

This Podcast is Sponsored by Leonardo Hotels UK & Irelandhttps://www.leonardohotels.co.uk/Host:Phil Street FIHGuests:Liz Hartstone (Board of Trustees, IOH & Hospitality Recruitment Specialist)Natalie Campbell (Co-CEO, Belu Water)Sana Bhati (Senior Sales Executive, Vacherin)Artwork and Branding: Sonia Cresswell (MIH)Music by: Leon Williams (FIH)Women in 2025: The Future of Leadership in HospitalityMarch marks International Women’s Day, and what better time to shine a spotlight on incredible women in hospitality? This month, Phil sat down with Liz Hartstone, Natalie Campbell, and Sana Bhati to explore the evolving landscape of leadership and opportunity for women in the industry.From breaking down barriers to rethinking leadership models, this episode is packed with inspiration, insight, and actionable takeaways for hospitality professionals at all levels.In this episode, we discuss:The biggest barriers women face in leadership – and how to overcome themThe confidence gap: why self-belief is key and how to build itThe power of networking, mentoring, and support systemsFlexible working and new leadership models – is job-sharing the future?How businesses can create more opportunities for women in leadershipThe role of men as allies in driving meaningful changeWhy Our Guests Said, “I’m In!”Liz Hartstone:A long-time advocate of networking and mentorship, Liz believes the Institute of Hospitality plays a crucial role in helping women navigate career progression, find confidence, and build meaningful industry connections.Natalie Campbell:Inspired by the passion for service and hospitality, Natalie joined the IOH to connect with like-minded professionals and challenge traditional leadership norms. She believes in Shine Theory – when women lift each other up, everyone benefits.Sana Bhati:After discovering the IOH at a networking event, Sana saw the potential for growth, learning, and community. She credits the organization with helping her develop her confidence and professional network in the early stages of her career.Outstanding Quotes from the Episode:"You shine, I shine. This isn’t about women competing; it’s about lifting each other up." – Natalie Campbell"Women are their own worst critics – we need to recognise our value and step forward with confidence." – Liz Hartstone"The industry needs to think differently. Co-leadership and job-sharing could be the future of hospitality leadership." – Natalie Campbell"If everyone in the room looks like you, someone is missing." – Natalie Campbell"Employers must do more to support flexible working – when they do, everyone wins." – Liz HartstoneJoin the Conversation:Twitter/X: @IoH_OnlineInstagram: @ioh_onlineLinkedIn: Institute of HospitalityTune in now for an eye-opening discussion on the future of women in hospitality leadership!We’d love your feedback! Want to share your thoughts or put yourself forward as a future guest? Contact Phil Street at...

This Podcast is Sponsored by Leonardo Hotels UK & Ireland - https://www.leonardohotels.co.uk/Host: Phil Street FIHGuests: Eugenio Pirri FIH, Matthew Burbidge-Airs MIH, Lauren Sargent AIHArtwork and Branding: Sonia Cresswell (MIH)Music by: Leon Williams (FIH)This month, Phil Street sat down with Eugenio Pirri, Lauren Sargent and Matthew Burbidge-Airs to take on a million-pound question: How do you build a world-class people team in hospitality?Whether you’re an industry veteran or just getting started, this episode is a masterclass on creating exceptional people teams that not only align with business goals but also foster sustainable success, innovation, and adaptability in the ever-evolving hospitality sector.In this episode, we discuss:Foundations for a World-Class People TeamStructures That WorkThe Importance of CultureThe role Technology can playMistakes to AvoidWhat does the future of People Teams look like?Why our Guests said, “I’m In!”:-Eugenio Pirri:Eugenio draws strength from his passion for people and culture, believing in the IOH’s role in elevating standards, inspiring young talent, and representing the hospitality industry on key platforms.Lauren Sargent:Lauren is proud of IOH’s events, networking tools, and, most meaningfully, its influence on those early in their hospitality careers. She also celebrates the proud moment of her company, Leonardo Hotels, winning the “Equity, Diversity and Inclusion Employer of the Year” award in 2024.Matthew Burbidge-Airs:Matthew, an advocate for the opportunities hospitality offers, especially its unique travel element, sees the IOH as a hub for sharing ideas and building strong professional networks.Outstanding Quotes from the Episode:"It's not our job to tell people what to think. It's our job to give people the tools to think for themselves." – Robert Richardson, shared by Phil Street."The guest doesn't really care about silos; they just want to be looked after."  –Matthew Burbidge Airs"It's about giving the people managers the tools to be great people managers." – Lauren Sargent"If you don't know what your culture is, how are you supposed to recruit on it, train on it, or develop loyalty based on it?" – Eugenio PirriWhen it comes to building world-class people teams, this episode is hospitality gold. Don't miss this enlightening conversation packed with actionable insights and heartfelt reflections. Tune in now!**Join the Conversation:**- Twitter: @IoH_Online- Instagram: @ioh_online- LinkedIn: https://www.linkedin.com/company/institute-of-hospitality/Remember to subscribe, rate, and review the podcast and together we can help shape the direction of conversation!For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

This podcast is sponsored by Leonardo Hotels (UK & Ireland) - https://www.leonardohotels.co.uk/Host: Phil Street FIHGuests: Peter Avis FIH – Business Development and Community Engagement Manager for the London Hilton Park Lane, Vice Chairman of the IOHAmber Staynings - CEO and Founder of Bums On Seats, Co-Founder of Heidi, an emerging tech start-upMiranda Quantrill - Hospitality Educator at Westminster Kingsway CollegeArtwork and Branding: Sonia Cresswell (MIH)Music by: Leon Williams (FIH)Welcome to this special live episode of the "I'm In" podcast, the official podcast of the Institute of Hospitality. Recorded in front of a live audience, In this engaging discussion, Phil is joined by distinguished guests Amber Staynings, Peter Avis, and Miranda Quantrill to explore the profound impact of psychology in the hospitality industry, especially concerning guest experience. Below are the key takeaways from this enlightening conversation:Key Topics Discussed:Exceptional Customer Service:Defining exceptional customer service versus average service.Elements that contribute to a memorable guest experience, including emotional connection and service quality.Psychological Principles in Customer Service:Importance and impact of genuine interactions and emotional intelligence.Real-life examples demonstrating the application of psychology to recover customer relationships.Training and Staff Development:The critical role of training in building social and practical skills among hospitality staff.Need for consistency and investment in employee development.Internal and External Perceptions:The impact of employees' appearance and mindset on service delivery.How culture, pride, and personal care influence job performance.Balancing Work and Well-being:Addressing workload, self-care, and achieving a healthy work-life balance.Motivational strategies to enhance employee engagement and retention.Practical Applications of Psychology:The role of psychological profiling to understand and cater to diverse customer needs.Training strategies using scenarios and gamification to improve service standards.Leadership and Team Dynamics:Guidance on fostering a supportive and positive workplace environment.Encouraging open communication and clear expectations.Motivational Insights:Panellists share their personal motivations and highlights from their careers in hospitality.Key Quotes:“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”Interactive Q&A:Audience questions addressed around the topics of guest psychology in podcasts, and personal career highlights of the panellists.This episode provides valuable insights into the delicate balance of delivering exceptional hospitality through understanding and leveraging psychological principles. Whether you're an industry veteran or new to the field, the discussions within this episode are sure to resonate andinspire.**Join the Conversation:**- Twitter: @IoH_Online- Instagram:

This podcast is sponsored by Leonardo Hotels (UK & Ireland) - https://www.leonardohotels.co.uk/This episode of “I’m In” brought together three more esteemed professionals from within the membership to explore the multifaceted concept of motivation in the hospitality industry. The conversation is engaging, introspective, and peppered with real-life anecdotes that shed light on what drives individuals in one of the most demanding yet rewarding industries.Key Takeaways:Motivation Beyond MoneyLeadership and RelationshipsThe Power of TeamsMindset V CircumstanceInspirational Leadership StoriesResilience in HospitalityMemorable Quotes:"People follow people." – Raj Chakraborty"Motivation is a multi-dimensional problem." – Charlotte Bailey"Leadership is about treating people the way you wish to be treated." – Miles Pooley"Motivation is both a mindset and a circumstance—it requires long-term vision and short-term action." – Charlotte BaileyAs always, our guests gave their reasons for saying I’m in to the IOH and included:-Networking and eventsTo be involved in a significant industry BodyTo get behind the direction of the organisationTo connect with the industryThis discussion not only delves into the depths of motivation in hospitality but also serves as a blueprint for leaders in any industry striving to inspire their teams effectively.Host: Phil Street FIHGuests:Miles Pooley FIH: CEO, Royal Air Force ClubRaj Chakraborty FIH: Regional General Manager, Macdonald HotelsCharlotte Bailey AIH: Le Manoir Aux Quat’Saisons, A Belmond HotelArtwork and Branding: Sonia Cresswell (MIH)Music by: Leon Williams (FIH)**Join the Conversation:**- Twitter: @IoH_Online- Instagram: @ioh_online- LinkedIn: https://www.linkedin.com/company/institute-of-hospitality/Remember to subscribe, rate, and review the podcast and together we can help shape the direction of conversation!For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

Host: Phil Street FIHGuest: Robert Richardson FIH, CEO of the Institute of HospitalityArtwork and Branding: Sonia Cresswell (MIH)Music by: Leon Williams (FIH) In this special episode of the "I'm In" podcast, Phil sat down with Robert Richardson, the CEO of the Institute of Hospitality. They discuss Robert's journey, challenges, achievements, and the strategic direction of the IOH after nearly four years in the role. The conversation also touches on the evolution of the industry, the importance of visibility, and the future goals of the organisation.Key Learnings from this episode:Roberts Journey and Tenure as IOH CEOMajor Challenges faced so farAchievements so farKey Initiatives brought inEvolution and LearningsFuture OutlookThis episode provides a deep dive into the Institute of Hospitality's current strategies and future goals under the leadership of CEO Robert Richardson. Don't miss out on the insightful discussion about navigating post-pandemic challenges and fostering industry growth.**Join the Conversation:**- Twitter: @IoH_Online- Instagram: @ioh_online- LinkedIn: https://www.linkedin.com/company/institute-of-hospitality/Remember to subscribe, rate, and review the podcast and together we can help shape the direction of conversation!For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

Welcome to another enlightening episode of I'm In, hosted by Phil Street FIH. As we look ahead to 2025, we dive deep into the intersection of technology, education, hospitality, and workforce dynamics.This episode features a powerhouse trio of guests: Simon Casson FIH, CEO of Corinthia Hotels; Dr. Maria Goebbels MIH, an esteemed educator from the University of Greenwich; and Eloise Hanson AIH, the dynamic editor of Boutique Hotel News.Overview:2025 is just around the corner, and the hospitality industry is bracing for exhilarating advancements and challenges alike. In this episode, our esteemed panel discusses emergent trends, technological impacts, and evolving workforce expectations, providing listeners with insights to navigate the future landscape.Key Discussions:Revolutionising Hospitality Through TechnologyAI in EducationIndustry Trends and ForecastsWorkforce and Recruitment DynamicsThe Role of Empathy and LeadershipNavigating Economic and Political ChangesAs always, our guests gave their reasons for saying I’m in to the IOH and included:-To be connected with the industry and its key playersTo ensure education is connected to industryCollaboration opportunities Shared LearningThe opportunity to shape the future of HospitalityJoin us for this vibrant conversation as we anticipate the future of hospitality, technology, and education. Available now on all major podcast platforms!Host: Phil Street FIHGuests: Simon Casson FIH: CEO of Corinthia HotelsDr. Maria Goebbels MIH: Associate Professor – Hospitality Management, University of GreenwichEloise Hanson AIH: Editor, Boutique Hotel NewsArtwork and Branding: Sonia Cresswell (MIH)Music by: Leon Williams (FIH)**Join the Conversation:**- Twitter: @IoH_Online- Instagram: @ioh_online- LinkedIn: https://www.linkedin.com/company/institute-of-hospitality/Remember to subscribe, rate, and review the podcast and together we can help shape the direction of conversation!For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

Guests:Tej Walia (FIH)Christie Hayes (MIH)Alesandra Beqiraj (AIH)Artwork and Branding: Sonia Cresswell (MIH)Music by: Leon Williams (FIH)Episode Description: In this enlightening episode, host Phil Street FIH is joined by Tej Walia FIH, Christie Hayes MIH, and Alesandra Beqiraj AIH to dive deep into how the hospitality industry can effectively manage cultural diversity and expectations during the festive season. The discussion spans various aspects of hospitality management, from practical staff training to the importance of cultural sensitivity, adaptability, and clear communication.Whether you're a hospitality professional or simply interested in how diverse cultures celebrate Christmas, this episode offers valuable insights and rich anecdotes from industry experts.Why They Said "I'm In":Tej Walia: Tej believes in continuous learning and embracing diversity, essential elements for thriving in the hospitality industry, His "I'm in" moment stems from his passion for fostering an environment where staff and guests alike feel they belong and are respected and believes the IOH can support that.Christie Hayes: For Christie, saying "I'm in" happened almost by accident having been “Forced” to apply for the Restaurant Manager of the Year competition (which she won). She is delighted to now be part of the IOH family utilising the vast resources available to become a better leader and employeeAlesandra Beqiraj: Alesandra's "I'm in" came from a desire to focus on continuous learning and also to be involved in conversations shaping the industry.  In addition, she has also undertaken the mentorship programme.Conclusion: In summary, this episode of "I'm In" provides an in-depth look at how hospitality businesses can navigate and celebrate cultural diversity at Christmas time. The guests' shared wisdom and experiences offer practical advice and inspiration for making the festive season inclusive, respectful, and joyous for all.Tune in to this episode to learn how you can make your hospitality business a beacon of cultural inclusivity this Christmas season!**Join the Conversation:**- Twitter: @IoH_Online- Instagram: @ioh_online- LinkedIn: https://www.linkedin.com/company/institute-of-hospitality/Remember to subscribe, rate, and review the podcast and together we can help shape the direction of conversation!For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

Host: Phil Street (FIH)Guests:James McComas (FIH)Isabel Hargreaves (MIH)Harsh Sodhani (AIH)Artwork and Branding: Sonia Cresswell (MIH)Music by: Leon Williams (FIH)Episode Summary:In this deeply insightful episode of "I'm In", Phil and his expert guests — James McComas, Isabel Hargreaves, and Harsh Sodhani — explore the critical yet often overlooked topic of self-care. This episode dives into understanding and implementing self-care strategies amidst the busy and often demanding lives of hospitality professionals. Whether you're a seasoned veteran or new to the industry, this discussion offers practical advice to help maintain balance and productivity.Main Topic: Self-Care Essentials for the Hospitality IndustryOur panel covered the following key points: -Self-accountabilitySelf-awareness Destruction of the term “Work/Life Balance”Finding your joyIdentifying your own patternsSaying NoResponding to your own energyThe business’ perspectiveRecommendations for implementing a self-care regimeWhy They Said "I'm In":James McComas: Continues to support professional growth through the Institute of Hospitality (IoH), valuing opportunities for Continuing Professional Development (CPD) and networking. As someone who recognises the importance of connecting with industry colleagues and learning across sectors, James' "I'm in" is a testament to his commitment to both personal and professional development.Isabel Hargreaves: Committed to giving back to the hospitality industry through her work with IOH, Isabel is passionate about leveraging her extensive experience to support the next generation of professionals. Her "I'm in" underscores her desire to contribute to a charitable cause and ensure the continued growth and well-being of newcomers in the industry.Harsh Sodhani: As a frequent LinkedIn top voice and an advocate for mentorship and networking, Harsh's "I'm in" highlights the significance of professional learning and growth. Moving to the UK to expand his career, he places great value on the IoH network, which has provided him with invaluable mentorship and connections in a new country.Thank you for tuning into "I'm In." Don't forget to subscribe, rate, and leave a review on your favourite podcast platform. Your feedback helps us continue to bring insightful and inspiring content to our listeners.**Join the Conversation:**- Twitter: @IoH_Online- Instagram: @ioh_online- LinkedIn: https://www.linkedin.com/company/institute-of-hospitality/To learn more about the Institute of Hospitality visit https://www.instituteofhospitality.org/For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org

In this engaging episode of I’m In, host Phil Street is joined by three more influential figures in the from within the Institute of Hospitality Membership: Chris Eigelaar FIH, Raul De Souza FIH (MIH at time of booking), and tuning in from Nigeria, Marvellous Dada AIH. Together, they explore the nuanced and compelling topic of "Invisible Reputation."Key Discussion Points:What even is an invisible reputation?Can we control what goes into your invisible reputation?How do you build an invisible reputation?Some real-world examples of people with excellent invisible reputationsJob roles/positions and invisible reputationBusiness and Invisible reputationPublic v invisible reputationThe risks of being too reliant on invisible reputationInvisible reputation in the digital ageIn addition, our guests gave their reasons why they feel it's important to be part of the IOH: -Giving back to the industryBeing supportive, generallyNetworking Meeting other serious professionalsThe educational resourceTo follow the international development of the InstituteTo be in a network of professionalsTo be in a community that takes professionalism seriouslyThe Guests**Host:**Phil Street FIH**Guests:** - Chris Eigelaar FIH, Resort Director – The Belfry Hotel & Spa- Raoul De Souza FIH, General Manager – Hilton Bankside- Marvellous Dada AIH, President TMD BrandJoin us for a rich discussion filled with wisdom, experience, and actionable insights that can help you foster a resilient and impactful presence in the hospitality industry.**Join the Conversation:**- Twitter: @IoH_Online- Instagram: @ioh_online- LinkedIn: https://www.linkedin.com/company/institute-of-hospitality/Remember to subscribe, rate, and review the podcast and together we can help shape the direction of conversation!To learn more about the Institute of Hospitality visit https://www.instituteofhospitality.org/For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at phil.street@instituteofhospitality.org