Hospitality Huddles

AI can transform hospitality, but not in the way most people think. It’s not about shortcuts or replacing humans — it’s about efficiency, validation, and support.In this episode of Hospitality Huddles, Scot Turner and Bal Mahey share how they use ChatGPT and other AI tools to deliver projects faster and more accurately. From validating financial narratives to analysing competitor sets, they explain how AI can reduce workload while keeping human experience at the centre.Expect insights on:- Why AI should support, not replace, human expertise- How transcripts and project files can build efficiency- The role of AI in financial validation and tone of voice alignment- Real-world case studies: competitor analysis, sales mix reviews, andfeasibility studies- Why guest-facing language still requires human oversightChapters:00:00 – Using ChatGPT for efficiency, not shortcuts01:45 – Travel case study: testing ChatGPT in Bulgaria04:41 – Building client transcripts into project workflows05:40 – Efficiency vs. validation: why speed matters08:25 – Human vs AI: the back-and-forth process10:44 – Teaching AI brand tone of voice13:00 – Market study for a London five-star hotel15:02 – Using sentiment search and AI to validate data17:21 – Cutting 2–3 days’ work down to 3 hours20:44 – Risks of AI “ghosting” and false assumptions22:30 – The restaurant analogy: AI as the AGM, humans as the GM22:52 – Closing reflections: AI as support, not replacement

Hotels have a common problem, food & beverage profitability.So if we could give you a solution that provides you with market intelligence, people-less automation and takes care of the operation, it would sound too good to be true.  Wrong, you just haven't heard about Wundermart.  In this week's episode of Hospitality Huddles, Scot Turner sits with Wundermart Co-Founder, Laurens de Kleine to chat about hotel F&B and also the future of breakfast dissecting work Auden Hospitality and Wundermart have carried out together on a forward-thinking breakfast solution. This is a truly great episode if you are wanting to think differently about what hotel F&B looks like.To learn more about Wundermart - visit their website https://wundermart.com/Chapters:00:00 Intro01:57 What are you seeing in Hotels05:08 Why hotels keep looking back08:08 How data helps make a difference 10:35 How AI can optimise performance14:22 How Wundermart helps hoteliers15:30 Why it works for Guests and Hoteliers20:00 Why convenience trumps price25:00 Frictionless Breakfast33:40 40% Opportunity 37:20 Quality over Quantity43:00 People are Predictable

Why are hoteliers so afraid of failure? And what does risk really mean in hospitality today?In this bite-size episode of Hospitality Huddles, Scot Turner and Bal Mahey explore why risk aversion can hold hospitality back — and why measured risks, experimentation, and even failure are essential for progress.Expect insights on:- Why psychological fear stops leaders from trying new ideas- How to define “measured risk” in hotel F&B and operations- The danger of holding onto failing concepts for too long- Why investing properly at the start matters for success- The balance between giving projects enough time and knowing when to walk awayChapters:00:00 – Why are we scared of failure?01:48 – Measured risks in hotels and F&B02:39 – The psychology of fear and trying new things03:33 – Taking risks at Auden: lessons learned04:41 – Defining failure upfront and setting cut-off points06:39 – Why you still need to invest properly to give ideas a chance09:15 – The Mark Hotel hot dog stand: a case study in doing it right10:04 – Trinity Outside: patience and persistence in risk-taking11:35 – Key takeaways on risk and failure13:20 – Balancing time, instinct, and experience13:58 – Final reflections: don’t be scared, just try

This is a very special episode as we are joined by our Strategic Brand Expert, Richard Liverman, who has worked with our Founder, Scot Turner to shape the Auden brand to share some of the insights he has brought to our conversations over the last 18 months.This is a fantastic insight into how Richard helps brands be amazing including lessons learnt working with Nike, Godiva and Jack Daniels as well as how you can apply some basic business foundations into your business.This is an episode full of business advice for any leader.00:00 Episode Teaser01:22 How Richard Helps03:29 Clarity is King05:36 You're not the Hero09:21 Creating Ambassadors13:00 Why No Budget Sparks Creativity16:00 Don't be Boring19:15 The Nike World Cup Lesson25:48 The Shopping Centre Theory32:00 Why Every Business Needs Scaffolding36:52 Be Uncomfortable39:00 The Secret To Keeping Your Brand Fresh40:00 Stop, Start, ContinueRichards Resources:To learn more about Richard and how he helps businesses - visit his website Richer Solutionshttps://richersolutions.com/📚 Book recommendations in the episode to help your business:Building a Brand Story by Donald Millarhttps://amzn.to/4qFmVRIRemarkable by David Salyershttps://amzn.to/49IZ11zAtomic Habit by James Clearhttps://amzn.to/4ov4oX1

What do McDonald’s, Shake Shack, and Subway have to teach hoteliers about F&B? A lot more than you might think.In this bite-size episode of Hospitality Huddles, Scot Turner and Bal Mahey break down the key lessons hotels can take from the world of Quick Service Restaurants (QSR). From process design and automation to training and consistency, they explore how QSR thinking can transform hotel F&B operations.Expect insights on:- Why QSRs succeed through process, repetition, and scalability- The difference between “quality” and “consistency” in food delivery- How prescriptive training can make teams more confident- Why hotels should simplify rather than overcomplicate operations- Real examples of applying QSR thinking in hotel outletsChapters:00:00 – What hotels can learn from QSRs03:30 – Don’t make it complicated: efficiency at scale07:17 – Why quality = consistency in QSR10:13 – McDonald’s burger process explained15:07 – Development designed for operators, not chefs16:19 – Scoops, measures, and standardisation in hotels20:12 – Process, repetition, and prescriptive training21:24 – Final reflections: lessons for hoteliers

What does it take to go from employee to founder — and create a boutique hotel brandin Dubai?In this episode of Hospitality Huddles, Scot Turner sits down with Judit Toth, Founder of Inhabit Hotel, to explore her remarkable journey from wellness and sales to building her own hotel company. From the chaos of pre-opening tosustainability practices and financial discipline, Judit shares the entrepreneurial mindset that turned her vision into reality.Expect insights on:- How to make the leap from employee to entrepreneur in hospitality- Lessons from launching a hotel brand during Covid- Why “young at heart” is a better target audience than demographics- How to build culture through empowerment, trust, and ownership- Balancing sustainability with profitability in boutique hotels- Why human connection remains more valuable than technologyChapters:00:00 – Introduction to Judit Toth and her journey01:40 – From Hungary to Dubai: career beginnings05:28 – Why Dubai is a hub for entrepreneurship and growth09:51 – Making the leap from employee to founder16:28 – Creating a boutique hotel for the “young at heart”20:23 – Empowerment and culture in hotel operations24:16 – Doing things differently: entrepreneurial mindset vs tradition28:13 – F&B challenges and profitability lessons30:04 – Biggest learnings from pre-opening34:16 – How guest expectations are changing36:07 – Future trends and the next generation of travellers38:25 – AI vs human connection in guest experience41:11 – Closing reflections and where to find Judit

Hotel food and beverage is never just a restaurant and a bar. It’s weddings, conferences, VIP dining, in-room service, and even that couple who want dinner in the middle of a meadow.In this bite-size episode of Hospitality Huddles, Scot Turner and Bal Mahey unpack why hotel F&B is uniquely complex — and what leaders must do to design, plan, and operate spaces that can adapt to constant demands.Expect insights on:- Why hotel F&B is far more demanding than standalone restaurants- The importance of designing for operational ease, not just aesthetics- Real examples of how one space must serve multiple functions in a single day- Why adaptability, strategy, and team collaboration are critical- How to avoid compromising on the non-negotiablesChapters:00:00 – Hotel F&B has to be everything at once01:55 – From meadows to weddings: why hotel service is complex04:52 – Guest-centric experiences beyond the restaurant and bar08:40 – Operational realities vs. design ideals10:15 – Learning from the craziest guest requests13:48 – The “swan effect” of luxury hotel service15:09 – Spaces that flip from conference to dining to events17:22 – Don’t compromise on the non-negotiables

How do you design hospitality spaces that truly stand out? And why is sameness the enemy of great experiences?In this episode of Hospitality Huddles, Scot Turner is joined by Jake Rynar, Co-Founder of No Wall Studio, to explore how brand, design, and community building intersect to create spaces people love. From experiential master planning to micro-niche concepts and residency programmes, Jake shares how to make sameness extinct in hospitality and beyond.Expect insights on:- Why most spaces feel generic — and how to break the pattern- Designing hospitality like a consumer product, not just an asset- The convergence of F&B, retail, and community in urban planning- Low-barrier entry points that connect locals with hotels- How residency models and brand collaborations are reshaping F&B- Why guest journeys should be designed before and after the stayChapters:00:00 – Introducing Jake Rynar & No Wall Studio02:27 – What it means to “make sameness extinct”05:42 – Urban planning and the shift toward experiential communities07:39 – Post-Covid convergence: work, social, and lifestyle spaces11:01 – Designing ground-floor F&B with positioning in mind14:31 – Immersive brand storytelling and wayfinding19:33 – Why planning must start early in development20:08 – Building community through permeable design23:17 – Case studies: Shoreditch, Mayfair & Austin26:01 – Low-barrier entry points: coffee as a gateway27:50 – Projects that became cultural entryways31:28 – Emerging trends: brand mash-ups, residencies & F&B+35:28 – The rise of micro-niche concepts38:04 – Why guest loyalty depends on differentiated experiences41:15 – Designing for the full user journey43:06 – Final reflections

In this special launch edition of Hospitality Huddles, we take a deep dive into the brand-new Food & Beverage Report 2025. Moderated by Thomas Finn, Founder of Edwards & Finn, the conversation brings together Michael Grove (CEO, HotStats) and Scot Turner (Founder, Auden Hospitality) to dissect the numbers shaping hotel food and beverage performance.👉 What you’ll learn in this episode:Why hotel F&B profitability remains under pressure despite steady revenuesHow UK vs US hotel F&B performance compares across revenue, cost, and marginsWhy labour costs continue to erode profit and what operators can do to adaptThe hidden opportunity in hotel breakfast profitability and guest preferencesWhat today’s hotel guests really want from food and beverage in 2025How data and benchmarking can guide F&B strategy, revenue growth, and cost controlThis conversation explores the realities of running profitable hotel restaurants, bars, and breakfast operations — and where the biggest opportunities for hoteliers, asset managers, and F&B leaders lie today.📊 Download the full Food & Beverage Report 2025 here: https://www.audenhospitality.com/fb-report-2025?utm_source=youtube&utm_medium=social&utm_campaign=fb_report_2025_launch&utm_content=youtube_description_cta 🎧 Subscribe for more insights on hotel F&B, hospitality strategy, and guest experience innovation.

What does luxury really mean in 2025? And how can hotels and restaurants design experiences that guests will never forget?In this episode of Hospitality Huddles, Scot Turner sits down with Oliver Corrin, Creative Director at EDG, to unpack how luxury hospitality is evolving. From autonomy and storytelling to the power of small moments, Oliver shares why guest-centric design, immersive experiences, and family travel are redefining what five-star service looks like today.Expect thought-provoking insights on:Why designing for freedom is the new definition of luxuryHow small details create lasting emotional connectionsWhy families are undervalued in the luxury sector (and the big ROI opportunity)The role of storytelling and service rituals in building world-class brandsThe rising trends of dinner parties and brand collaborationsChapters:00:00 – Introduction and Oliver’s journey into branding03:28 – Data and gut instinct in defining hospitality concepts05:44 – Why guest-centric design beats stakeholder-centric decisions06:25 – How definitions of luxury are changing09:50 – Designing for freedom and autonomy in guest experience14:11 – The debate: technology vs. touch in luxury service20:59 – Why hotels undervalue families (and why that’s a mistake)28:10 – Small moments and details that matter most34:44 – Training teams to deliver authenticity and storytelling43:42 – Storytelling as the foundation of hospitality48:09 – Future luxury trends: dinner parties & brand collaborations53:48 – Closing reflections#HospitalityHuddles#LuxuryHospitality #FBStrategy #HotelConsultants #GuestExperience#StorytellingInHospitality

What really makes or breaks a restaurant opening? It’s not just the food, the marketing, or even the buzz on launch day — it’s how you manage recruitment, training, and reputation from day one.In this bite-size episode of Hospitality Huddles, Scot Turner and Bal Mahey reflect on their recent opening of Noreen in London’s St. Christopher’s Place.They share the lessons learned from a busy launch, from why they deliberately limited covers in the first few weeks, to how overstaffing and focusing on the basics can protect long-term success.If you’re preparing to open a restaurant or hotel F&B venue, these insights are essential.Chapters:00:00 – The biggest challenge of openings: recruitment00:57 – Opening at Noreen, London – the reality02:13 – Why limiting covers can protect reputation04:18 – Overstaffing and recruitment challenges in London07:57 – Market competition and the realities of labour force09:28 – The power of Google reviews for reputation13:03 – Training and reinforcing the basics14:55 – The three key lessons from Noreen’s opening16:08 – Final reflections

How do you build a lasting network for F&B leaders in one of the toughest hospitality cities in the world?In this episode of Hospitality Huddles, Scot Turner is joined by Desiree Dills and Roy Sommer, Co-Founders of the Food & Beverage Managers Association (FBMA) London. Together, they share the story of how FBMA was born, why it matters, and what’s next for the association that’s been supporting F&B leaders for over a decade.Expect insights on:- Why F&B needed its own dedicated peer-to-peer network- How FBMA has grown from 10 members to a thriving London community- The power of mentoring, peer learning, and shared best practice- How networking events and sponsors keep the association strong- The international partnerships shaping the future of FBMAChapters:00:00 – Introduction and welcome at Great Northern Hotel01:00 – Desiree & Roy’s journeys in F&B and leadership03:00 – Why FBMA was created and the first London gathering05:00 – Building structure: committees, sponsors, and growth07:00 – Longevity, passion, and keeping the association relevant08:00 – Networking events, sponsors, and community building10:00 – The importance of peer-to-peer mentoring in F&B12:00 – FBMA today: development, training, and future plans16:00 – Challenges for F&B leaders: staffing, creativity, and relevance20:00 – Why hotels must look beyond “functional” F&B23:00 – Advice for aspiring F&B managers27:00 – FBMA international partnerships and global connections33:00 – Technology, automation, and the future of hospitality35:00 – What’s next for FBMA London

Hospitality Huddles is back! In this bite-size relaunch episode, Scot Turner and Bal Mahey share why we pressed pause, what’s changed behind the scenes, and why the future of hotel F&B strategy, thought leadership, and authentic contentmatters more than ever.From rethinking the role of boutique hoteliers to learning from content creators like Stephen Bartlett, this episode sets the tone for the next chapter of Hospitality Huddles — where we’ll feature industry leaders, creative thinkers, and voices beyond hospitality who inspire us to think differently.Whether you’re a hotelier, F&B consultant, or hospitality brand, this conversation will spark ideas about strategy, content, and the power of authenticity in today’s fast-changing world.Chapters:00:00 – Why we paused Hospitality Huddles01:05 – The value of stopping, rethinking, and rebranding02:24 – Going bigger with guests: hoteliers, leaders & fresh voices03:40 – The importance of boutique hoteliers and new perspectives04:23 – What bite-size episodes will deliver05:13 – Making it relevant beyond hospitality06:25 – Personal journeys and lessons learnt08:24 – Shifting from operators to creators10:15 – Why raw, authentic content resonates12:38 – Bal’s first vlog in Paris14:17 – What to expect on YouTube and what’s coming next

Join Scot Turner for this week's Hospitality Huddles episode as he speaks with Jason E Brooks of HospIvation as they talk about leadership in hospitality and why say someone is a Manager isn’t a dirty word. Listen to the episiode as Jason shares his favourite five chapters of his book, Every Leader Needs Followers. Timestamp: 0:00 - Challenges in Professional Coaching and Management 2:22 - The Role of Data and Comfort in Leadership  5:44 - The Importance of Clear and Concise Communication 9:48 - The Difference Between Consulting and Coaching 15:52 - Creating Space for Effective Coaching 22:41 - The Role of Delegation in Leadership 30:00 - Challenges Faced by Hospitality Leaders 32:41 - Effective Communication in Leadership 37:52 - How to Work with Jason E Brooks To learn more about Jason follow her on LinkedIn https://www.linkedin.com/in/jason-e-brooks/ Visit his website here https://www.jasonebrooks.com/  ------------------------------------------------  Hospitality Huddles is brought to you by Auden Hospitality.  Rewriting the rules of hotel F&B.  If you would like to embrace a different mindset, check out our website www.audenhospitality.com  For the video of this episode and other tips and tricks to think differently in food & beverage, follow our YouTube channel https://www.youtube.com/@audenhospitality?sub_confirmation

Join Scot Turner as he sits with Chef Smokey & Sandra of the Homies on Donkeys to reflect on their first two years of running their own brick and mortar restaurant. This is a candid account of a founders journey to being on Time Out, Hardens and Infatuations places to visit let alone a great review from Grace Dent on opening night. To learn more about the Homies visit their website https://www.homiesondonkeys.com/ Follow them on Instagram https://www.instagram.com/homiesondonkeys

Join Scot Turner for this week's Hospitality Huddles episode as he speaks with global award-winning chef, Jodi-Ann Palmer of The Food Design Agency about how she uses data mining and science to create fun and innovative food menus that make a difference. This episode is packed full of knowledge for F&B leaders and Executive Chefs globally. To learn more about Jodi-Ann follow her on socials  https://www.linkedin.com/in/jodi-ann-palmer-841aa617/ To work with The Food Design Agency or learn more https://www.thefooddesignagency.com/  A link to the book Scot and Jodi discussed in the episode, The Flavour Thesaurus https://www.amazon.co.uk/Flavour-Thesaurus-Niki-Segnit/dp/0747599777  ------------------------------------------------  Hospitality Huddles is brought to you by Auden Hospitality.  Rewriting the rules of hotel F&B.  If you would like to embrace a different mindset, check out our website www.audenhospitality.com  For the video of this episode and other tips and tricks to think differently in food & beverage, follow our YouTube channel https://www.youtube.com/@audenhospitality?sub_confirmation

Join Scot Turner for this week's Hospitality Huddles episode as he speaks with Crissy Saint of Kidsmenus.com about why restaurants are missing out if they don’t take kids seriously and how their platform is making operators lives so much more easier. To learn more about Crissy follow her on LinkedIn https://www.linkedin.com/in/csaint/ To learn more about Kidsmenus.com visit their website. ------------------------------------------------  Hospitality Huddles is brought to you by Auden Hospitality.  Rewriting the rules of hotel F&B.  If you would like to embrace a different mindset, check out our website www.audenhospitality.com  For the video of this episode and other tips and tricks to think differently in food & beverage, follow our YouTube channel https://www.youtube.com/@audenhospitality?sub_confirmation

Would you want to get brand visibility to 5.7 Billion people - to put that in perspective that's 10X the amount of people that watched this years Super Bowl! Join Scot Turner for this week's Hospitality Huddles episode as he speaks with Elizabeth Doss of Izzy Ink Studio who has 5.7 Billion views on social media and now helping brands like Auden to do the same. Learn her secret and how you can amplify your brand to get more market penetration in this weeks episode. To learn more about Elizabeth follow her on socials  https://www.linkedin.com/in/izzyink?utm_source=share&utm_campaign=share_via&utm_content=profile&utm_medium=ios_app https://www.instagram.com/izzyink?igsh=OGluamVrd3FzY3ls To work with Elizabeth visit her website https://www.izzyinkstudios.com To find the Auden Hospitality GIFs search @audenhospitality on GIPHY where we now have 4.1 million views in just seven months. ------------------------------------------------  Hospitality Huddles is brought to you by Auden Hospitality.  Rewriting the rules of hotel F&B.  If you would like to embrace a different mindset, check out our website www.audenhospitality.com For the video of this episode and other tips and tricks to think differently in food & beverage, follow our YouTube channel https://www.youtube.com/@audenhospitality?sub_confirmation

Join Scot Turner for this week's Hospitality Huddles episode as he speaks with Michael French from Room Runners about the use of robots in food & beverage and how it can support and not replace humans. A chat sure to get you curious over how you could help your teams. To learn more about Michael follow him on LinkedIn  https://www.linkedin.com/in/michaeldfrench/ If you are interested in Room Runner and the launch https://www.roomrunner.io/ The robot company Michael recommended in the episode was Keenon https://www.keenon.com/en/ ------------------------------------------------  Hospitality Huddles is brought to you by Auden Hospitality.  Rewriting the rules of hotel F&B.  If you would like to embrace a different mindset, check out our website www.audenhospitality.com For the video of this episode and other tips and tricks to think differently in food & beverage, follow our YouTube channel https://www.youtube.com/@audenhospitality?sub_confirmation

Join Scot Turner for this week's Hospitality Huddles episode as he speaks with Peter Heath of Venue Performance about some of the data in the recent Auden Whitepaper on the current F&B landscape in H1 2024. The episode confronts the data and discusses the future of M&E. To learn more about Peter follow him on LinkedIn  https://www.linkedin.com/in/peter-s-heath/ Venue Performance https://www.venueperformance.com/ What we cover in today's episode: Introduction and Defining Hospitality (0:00 - 2:37) Overview of Venue Performance (2:38 - 4:31) Trends in Meetings and Events (4:32 - 8:00) Impact of COVID-19 on Events (8:01 - 11:30) Challenges and Opportunities in the Events Industry (11:31 - 15:30) Adapting to Modern Customer Expectations (15:31 - 19:00) The Role of Data in Venue Performance (19:01 - 22:43) Adapting to Change and Using Data (22:44 - 28:07) Personalisation and Flexibility in Events (28:08 - 34:15) Venue Performance's Approach to Data (34:16 - 42:24) Conclusion and Call to Action (42:25 - 47:21) ------------------------------------------------  Hospitality Huddles is brought to you by Auden Hospitality.  Rewriting the rules of hotel F&B.  If you would like to embrace a different mindset, check out our website www.audenhospitality.com Uncover the latest trends and in-depth data driving the F&B industry in the UK and US for the first half of 2024.  Download the full Auden Food & Beverage Report H1 2024 today. https://www.audenhospitality.com/fb-report-h1-2024