Captive Conversations

Can mastering the art of communication truly transform your hospitality business? Join us as we sit down with Michael Enslin, UK Director at Lightspeed, to unlock the secrets behind exceptional customer service and dynamic team interactions. Michael shares his profound insights on empowering employees to be open, honest, and accountable, and why face-to-face interactions remain crucial in nurturing professional growth and honing communication skills. Journey with us through Michael’s fascinating career filled with rapid changes and bold decisions. Hear the gripping story of how he navigated from a beloved business to facing global redundancy, undertaking 42 interviews in just 14 days before finding his fit at Lightspeed as a country manager. Discover the intricacies of autonomy, cultural alignment, and the dynamic landscapes of the tech and hospitality sectors. Through his experiences, Michael sheds light on the diverse markets within Europe and the exceptional leaders driving innovation in each region. Explore the innovative shifts at Lightspeed, where trust in leadership has revolutionized processes and fostered genuine customer relationships. We'll dive into their market strategies, the expansion of a new sales team in London, and the importance of finding passionate individuals. From global team collaboration to advancements in frictionless loyalty platforms, this episode uncovers the transformative power of technology in hospitality and retail. Don’t miss our discussion on the best hospitality experiences and the value of community and storytelling in this ever-evolving industry. Highlight Timestamps (01:58 - 03:44) Importance of Communication in Hospitality (10:09 - 10:57) Tech Hospitality (17:23 - 18:15) Streamlining Processes for Increased Efficiency (21:06 - 22:38) Improving Visibility and Customer Communication (26:59 - 28:04) Enterprise Distribution and Market Strength (33:02 - 34:18) Capturing Customer Information Through Payment (48:05 - 49:00) Accessible Team Support for Business Growth (58:29 - 59:15) Comparing Lightspeed in Hotel Operations (01:04:12 - 01:05:06) Scheduling for Business Operations Keywords Communication, Hospitality, Customer Service, Team Cohesion, Empowering Staff, Face-to-Face Interactions, Professional Grounding, Communication Proficiency, Career Journey, Industry Transitions, Autonomy, Cultural Fit, Tech Sector, Hospitality Sector, Leadership, Trust, Streamlined Processes, Sales Teams, Global Team Collaboration, Customer Satisfaction, Market Innovation, Payment Solutions, Frictionless Loyalty Platforms, Strategic Partnerships, Future Innovation, Best Hospitality Experiences, Community Storytelling, Technology, Government Investment, Tech Adoption, Burgers, Restaurants, Hotel Experiences, Digital Hospitality, LinkedIn Live, Networking, Hospitality Leaders, Industry Experts, Storytelling, Community, Knowledge Sharing

In this episode of Captive Conversations, we welcome Jonah from Blend, a platform redefining training for deskless workers. Jonah shares insights into the founding of Blend, its evolution with support from Antler, and its unique approach using TikTok to engage Gen Z employees. Discover how Blend's innovative solutions are tailoring training to meet the critical needs of the hospitality industry. Jonah discusses the impact of short-form video on platforms like TikTok for customer engagement and brand building, noting its effectiveness in training and employee empowerment. The conversation also explores the unique role of storytelling and video in enhancing business outcomes. Jonah's transition from advertising to tech startup founder is also covered. His journey through the pandemic led to a pivot towards user-generated content for training in the restaurant sector. This shift was catalysed by his experience at Antler. The podcast touches on the diverse backgrounds of Blend's co-founders, their vision for the company, and their approach to making tech accessible without a deep tech background. It concludes with discussions on the broader implications of technology in training, the importance of adapting to changes like online tracking limitations, and the ongoing need for innovation in how businesses train and retain their staff. Key Highlights: 00:00:00 - Blend's Journey: From Startup to Hospitality Tech Leader 00:03:49 - From Film to Hospitality Tech: My Journey 00:14:04 - From Advertising to User-Generated Content: The Birth of Blend 00:18:21 - Transforming Hospitality Training: From Problems to Solutions 00:30:32 - Engaging Modern Mobile Workers with Blended Learning 00:38:32 - Empowering Deskless Workers Through Digital Hospitality 01:00:54 - Connecting with Customers: The Hospitality Advantage Website Links Blend - https://www.blend.ai Pujol Restaurant - https://pujol.com.mx/eng Peckish AI Stock Control https://iampeckish.com Fallow Tiktok - https://www.tiktok.com/@fallow_restaurant Bleecker - https://www.bleecker.co.uk Burger & Beyond - https://burgerandbeyond.co.uk Black Bear Burger - https://www.blackbearburger.com Truffle Burger - https://www.truffle-london.co.uk

Join us on Captive Conversations as Kitty Newman from Trapeze Media shares her extensive experience in media and digital marketing within the hospitality industry. Discover the story behind Trapeze Media's name and learn about Kitty's strategic focus beyond social media. She delves into emerging tech trends, highlighting the need for advanced analytics and mixed media reporting in response to evolving digital privacy norms. The episode takes a lighter turn with a fun comparison of Tim Tams and Penguin biscuits, followed by a culinary journey featuring unique dishes like the Lotus Biscoff Burger from Filthy Buns and the peanut butter burger from Bobo Social. We explore Brighton's dynamic food scene, discussing favourites like Burnt Orange and the buzz around Shelter Hall's opening. We also discuss the evolution of marketing tools, the intricacies of social media management, and the necessity of targeted social media training in businesses. Kitty offers tips on crafting successful marketing strategies for eateries, balancing engaging content with social media efforts, and adapting to the changing landscape of loyalty and email marketing. This episode is filled with valuable insights and anecdotes, perfect for anyone keen on the interplay of tech, marketing, and hospitality. Don’t miss out on these expert strategies and captivating stories! ➡️ (00:12) - Tech Trends in Hospitality Marketing ➡️ (13:09) - Comparing Penguin and Tim Tam ➡️ (17:37) - Hospitality Trends and Recommendations ➡️ (27:24) - Journey Into Digital Marketing Industry ➡️ (33:22) - Evolution of Marketing Tools in Hospitality ➡️ (37:50) - Evolution of Loyalty and Email Marketing ➡️ (45:06) - Effective Marketing Strategies for Eateries ➡️ (53:20) - Digital Marketing Strategies for Restaurants ➡️ (01:06:24) - Social Media Training and Strategy Podcast Links ⁠Trapeze Media⁠ Filthy Buns - for your savoury sweet burger Burnt Orange ⁠Shelter Hall - Best Foodhall in Brighton⁠ Appetite App Data Hawks TableReady.io Airship Red Cat - Plaform Tenzo #HospitalityMarketing #KittyNewman #TrapezeMedia #DigitalMarketingInsights #CulinaryAdventures #FoodTrends #MarketingStrategies #SocialMediaManagement #LoyaltyApps #EmailMarketing #CaptiveConversationsPodcast #AnalyticsTrends #TechnologyInHospitality #CulinaryRecommendations #BrightonFoodScene #CustomerRetention #TechSavvyMarketers #CookieDepreciation #RestaurantMarketing #FoodAndTech

I was honoured to be on the panel at this fantastic Hospitality Titans ™️ event, talking about no-shows. Quick facts from the lovely people at Zonal & Jocelyn de Goey Top 5 reasons for #noshows ➡️27%🔹Having a change of plans ➡️21%🔹 Others with the group cancelling ➡️20%🔹People booking multiple venues ➡️20%🔹One member of the group falling ill ➡️15%🔹Forgetting about their booking No-shows cost the industry an estimated🔹17.5 Billion a year, and Sunday is the most popular day for people not turning up. The event was at Leaf & Cane at ⁠Hyatt Regency London Blackfriars⁠ on Thursday, May 23rd We delved into a critical issue impacting hospitality venues—no-shows. Hosted by the amazing Jo Lynch⁠ from ⁠KAM Insight⁠, this Titans Talk panel featured industry experts who provided innovative strategies and practical solutions to mitigate no-shows that significantly affect revenue and operational efficiency. The insightful discussion included expert panellists:⁠ ➡️Aaron Solomon⁠, CEO & Co-founder of ⁠Ambl. ➡️⁠Edward Field⁠, Director of Sales & Marketing at ⁠Hyatt Regency London Blackfriars⁠ ➡️⁠⁠Emma Bolton⁠, Account Director at ⁠Posh Cockney ™️⁠ ➡️Myself, ⁠Adam Forman, Founder of CaptiveWiFi.io & tableready.io⁠ We explored actionable insights to enhance customer satisfaction and boost your bottom line. Thank the Titans sponsors, Howard Kennedy LLP⁠, ⁠Ambl.⁠, and Showerings Cider⁠, for their support. Tune in to uncover the valuable takeaways from this engaging panel discussion.

Unlock the secrets of hospitality mastery with industry titan Scott Turner from Auden Hospitality as we traverse his remarkable journey and the birth of Auden's identity. Prepare to be whisked away on a culinary odyssey where we pit Tim Tams against Penguins (thanks to our last guest) and recount hotel experiences that redefine luxury. This episode isn't just about taste tests and travel tales; it's a masterclass in the nuanced art of F&B, and creating a personal brand that resonates. Our dialogue with Scott doesn't shy away from the gritty realities of the hospitality industry, examining the fusion of career growth with cutting-edge technology and the transition to consulting. As we share our personal ventures into the realm of hospitality, from humble beginnings to pivotal career shifts, you'll glean insights into how to harness your communication prowess and how early career experiences can bolster your professional development. Rounding off our session, we look ahead to the future of tech in hospitality, the critical importance of personalising the dining experience, and strategize on innovative marketing for hotel F&B. Whether you're an entrepreneur hungry for advice on niching down and leveraging social media, or a seasoned pro seeking to refresh your approach, this episode offers a treasure trove of strategies and reflections to fuel your journey in hospitality. Join us, and let's elevate your industry game with Scott's wisdom and our shared passion for exceptional service. Find out more about Scot and Auden on the links below, plus additional links from our podcast. ➡️ Audenhospitality.com ➡️ Hospitality Huddles Podcast ➡️ Digital Hospitality - Linked in Live ➡️ Izzy Ink - Get your company on Giphy Chapter Timestamps (00:13) Hospitality Leaders Discuss Industry Challenges (10:14) Gastronomic and Hospitality Preferences Discussed (17:58) Hospitality Career Growth and Tech Integration (28:19) Career Transition to Hospitality Consulting (36:02) Future of Hospitality Tech Trends (47:23) Importance of F&B Personalization in Hospitality (51:52) Hotel F&B Marketing Strategy and Tech (59:20) Advice and Reflections on Entrepreneurship Highlight Timestamps (06:14 - 07:26) Service Levels in Different Countries (17:32 - 18:56) Effective Tech Consolidation for Engaging Results (22:14 - 23:17) Growth Through Interactions in Hospitality (32:57 - 34:06) Challenges of Consulting in Hospitality (38:13 - 39:14) Giphy Brand Reach and Strategy (47:47 - 48:54) Challenges in Getting Customers (57:33 - 57:58) The Three Whys (01:04:12 - 01:05:16) Leveraging LinkedIn for Business Growth Keywords: Hospitality, Mastery, Industry, Titan, Scott Turner, Auden Hospitality, Culinary, Odyssey, Tim Tams, Penguins, London, Paris, Elite, Burger Joints, Hotel Experiences, Luxury, Taste Tests, Travel Tales, Nuanced Art, Food, Beverage, Personal Brand, Communication Prowess, Career Growth, Cutting-edge Technology, Consulting, Entrepreneurship, Tech, Personalizing, Dining Experience, Marketing, Hotel F&B, Niching Down, Social Media, Exceptional Service, Dubai, Content Creation, Personal Branding, Podcast, Hospitality Huddles, Anecdotes, Nuggets of Genius, Gastronomic, Preferences, Tim Tams, Penguins, Burgers, London, Patty and Bun, Paris, Junk Burger, Dining Experiences, Sydney, Ezra, Bubala, Hotel Experiences, Cowarth Park, Dubai, Challenges, Solutions, Managing, Multiple Restaurants, Technologies, Data, Tenzo, Ease of Use, Engagement, Career, Silver Service Waiter, Queen's Hotel, Leeds, Adrenaline, Service, Personalities, Communication Skills, Adaptability, Professional Growth, Corporate Role, Investment Firm, COO, Hands-on, Creative, F&B, Challenges, Success, Strategic Pivot, Specializing, Leveraging Relationships

Episode 2 is here! Venture into the world of hospitality technology with Lawrence Pelletier (LP) from RedCat Hospitality paints a vivid picture of innovation and determination. In this episode, we delve into how their revolutionary platform is reshaping the landscape of hospitality management, offering unique insights into the challenges and triumphs of implementing cutting-edge tech solutions. Discover how LP's experiences have fuelled a passion for bridging tech gaps, making every dining experience memorable. Tune in to uncover the secrets behind running successful hospitality ventures through smarter technology. For more information about Redcat's Hospitality Platform, pop over to their website below https://www.redcatht.com/ CHAPTERS (0:00:16) - Hospitality Tech Talk LP and RedCat discuss hospitality tech, Wi-Fi nuances, and personal journeys in the UK and Australia. (0:11:49) - Wi-Fi Connectivity in Hospitality Tech Nature's Wi-Fi connectivity issues in the UK, reliance on QR codes in restaurants, and the importance of operational efficiency in hospitality tech. (0:16:03) - Career Path in Retail Technology Managing family-owned supermarkets in Canada, transitioning to tech roles in Australia, and implementing new technologies in franchises like Nando's. (0:22:43) - Innovative Technology Integration and Operations The restaurant industry's integration with food delivery aggregators, challenges of early adoption, and emphasis on engineering over sales. (0:30:33) - Restaurant Menu Integration and Order Management Menu integration, compliance with Natasha's Law, synchronization of store hours, order-taking process, and data collection for delivery services. (0:40:39) - White Label Delivery and Customer Ownership White label delivery empowers restaurateurs to own customer relationships, with integrated online ordering and CRM strategies. (0:45:42) - Loyalty Engine and CRM Integration Integrating loyalty engine with CRM systems, using Nando's as an example, partnerships with third-party CRMs, and cost savings for restaurants. (0:56:22) - Challenges of Fractured Tech Stacks Fractured tech stacks cause operational chaos, highlighting the need for a unified system to streamline technology and avoid challenges. (1:00:32) - Three Ways to Solve Integration Problems Strategies for integrating technological systems, impact on operational identity and resources, and importance of strategic decision-making for competitive advantage. (1:06:30) - Comparison of Loyalty Programs and Integration Integrating business systems, loyalty programs, digital wallets, user behaviour, and innovative technology for customer engagement. (1:13:30) - Factory-Made Australian Tim Tam Varieties Tim Tams production in Australia, diverse flavours, Kit Kat's success in China, and appreciation for guest LP from Red Cat. KeyWords Tech Innovation, Hospitality Sector, Wi-Fi Connectivity, Perfect Burger, Cultural Divides, Bits and Bytes, Personal Growth, Human Element, Industry Forward, Northern Canadian Supermarkets, Revolutionizing Tech, Global Retail, Red Cat, Technology, UK, Australia, QR Codes, Customer Service, Digital Age, Seamless Tech Integration, Food Delivery Services, Loyalty Programs, CRMs, Operational Efficiency, Menu Management, Delivery Systems, Micro locations, Customer Engagement, Business Economics, Tim Tams, Local Palates, Customer Ownership, White Label Delivery, Customer Relationship Management, Point-of-Sale Systems, Nando's, Technology Scales, Kiosks, Engineering, Sales, Menu Integration, Natasha's Law, Allergen Information, Dietary Preferences, Vegan, Vegetarian, Store Ordering, Opening Hours, Google, Order-Taking Process, Data Collection, Driver Pickup Screen, Traditional Models, Emerging Models, Online Ordering, Marketing Strategies, CRM, POS Systems, Loyalty Engine, Impact Data, TalkBox, Salesforce, Braze, Fractured Tech Stacks, Streamlining Technology, Operational Breakdowns, Unified System, Purchasing Middleware,

Titles • Behind the Scenes of Hospitality Tech: A Deep Dive with Chris Fletcher • Exploring the Tech Operations and Marketing in Hospitality with Chris Fletcher • The Inside Scoop on Hospitality Tech: A Conversation with Chris Fletcher • Unveiling the Challenges and Successes of Hospitality Tech with Chris Fletcher • Navigating the Hospitality Tech Landscape: Insights from Chris Fletcher Detailed Synopsis: In this episode of Captive Conversations, I had the pleasure of interviewing Chris Fletcher from Tech on Toast. The episode started off with some technical challenges, but we managed to push through and have a great conversation. Chris shared insights into his journey into the hospitality industry, his favourite tech stack and the changes in his company moving forward. We delved into Chris's background in hospitality, where he shared stories from his time working at various establishments, including Hard Rock Cafe and Carluccio's. He highlighted the importance of community within the industry and the need for effective tech operations and marketing. The conversation then shifted towards the concept of Tech on Toast, Chris's company, and its various verticals. He discussed the community aspect, the marketplace, and the new additions of people and growth sectors. Chris emphasized the significance of integration and accountability in the tech stack, especially in the hospitality industry. We explored the importance of customer journey in selecting a tech stack for a new hospitality venture, focusing on the key components like POS, CRM, and Wi-Fi. Chris shared insights on the need for a seamless customer experience, highlighting the impact of poor Wi-Fi connectivity on customer satisfaction. Overall, the episode provided valuable insights into the intersection of hospitality and technology, showcasing the importance of a well-integrated tech stack and a customer-centric approach in the industry. Chris's expertise and passion for the field shone through, making for an engaging and informative conversation. Timestamps 00:00:16 - Introduction to the Podcast 00:03:00 - Best Burger and Restaurant Choices 00:05:18 - Discussion on Wales and Scotland 00:06:06 - Memorable Hospitality Experience 00:08:04 - Origins in Hospitality and Funny Stories 00:09:28 - Scary Audits and Insights from the Marketplace 00:12:20 - Splitting Out Tech on Toast into Different Sectors 00:25:49 - Scary Audits and Insights from the Marketplace (Continued) 00:29:51 - Expansion of Tech on Toast and New Website Launch 00:30:07 - Tech Stack for a New Hospitality Business 00:36:37 - Importance of CRM in the Tech Stack 00:39:28 - Customer Journey and Integrations in the Tech Stack Quotes • "I think the best people in hospitality just have that obsession, right? My God, what you do is even worse, right? Because if anything breaks your end, or even if it doesn't break your end, they think it's broken your end." - 00:25:03-00:25:13 • "I think the biggest thing that I've always been taught is the piece that says, treat them like a three-year-old. So don't explain this is a stock control platform that can do everything and your mother, but explain it to them like a three year old." - 00:33:59-00:34:09 • "I think the reason why I think it's doing well is it's a different type of product that's out there." - 00:34:30-00:34:41 • "I think the biggest thing that I've always been taught is the piece that says, treat them like a three-year-old. So don't explain this is a stock control platform that can do everything and your mother, but explain it to them like a three year old." - 00:33:59-00:34:09 • "I think the biggest thing that I've always been taught is the piece that says, treat them like a three-year-old. So don't explain this is a stock control platform that can do everything and your mother, but explain it to them like a three year old." - 00:33:59-00:34:09 • "I think the biggest thing that I've always been taught is the piece that says, treat them like a three-year-old. So don't explain this is a stock control platform that can do everything and your mother, but explain it to them like a three year old." - 00:33:59-00:34:09 • "I think the biggest thing that I've always been taught is the piece that says, treat them like a three-year-old. So don't explain this is a stock control platform that can do everything and your mother, but explain it to them like a three year old." - 00:33:59-00:34:09 • "I think the biggest thing that I've always been taught is the piece that says, treat them like a three-year-old. So don't explain this is a stock control platform that can do everything and your mother, but explain it to them like a three year old." - 00:33:59-00:34:09 • "I think the biggest thing that I've always been taught is the piece that says, treat them like a three-year-old. So don't explain this is a stock control platform that can do everything and your mother, but explain it to them like a three year old." - 00:33:59-00:34:09 • "I think the biggest thing that I've always been taught is the piece that says, treat them like a three-year-old. So don't explain this is a stock control platform that can do everything and your mother, but explain it to them like a three year old." - 00:33:59-00:34:09 Keywords • Captive Conversations • Adam • Captive Wi-Fi • Tech on Toast • Chris Fletcher • Tech stack • Hospitality • Marketplace • Events • GoPros • Challenges • Branding • Prime Minister • CRM • EPOS • Loyalty • Data • Growth • Customer journey • Integration • Compliance • Training • Food stock • Food safety • Legal • Wi-Fi • Customer experience • Loyalty • Loyalty • William Connors • Mirror board • Compliance • Training • Food stock • Food safety • Legal • Budget • Customer journey • POS • Shiny thing • Budget • Customer journey • POS • CRM • Loyalty • Wi-Fi • Branded experience • Customer experience

Captive Conversations is nearly here Welcome to Captive Conversations, I'm your host Adam Forman from Captive WiFi. Join us as we dive into the behind-the-scenes stories of hospitality leaders, exploring tech, operations, and marketing through the eyes of the experts. Let's get the inside scoop together