"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:Alistair Sandall FIH – Hospitality Leader, Freeland Hospitality Consultant, Executive Secretary of the Master InnholdersRizwan Khan MIH – General Manager, Junsei & Member of the IOH Youth CouncilTobi Omiyale MIH – Cluster Revenue Manager, Hilton & Member of the IOH Youth CouncilArtwork and Branding: Sonia Cresswell (MIH)Music by: Leon Williams (FIH)Generational Values & Respect: Are We Really That Different?Baby Boomers. Gen X. Millennials. Gen Z.We love putting people into generational boxes, and then attaching assumptions to those boxes about loyalty, ambition, work ethic, resilience, flexibility and respect.But are the differences really as great as we think?In this episode, Phil is joined by Alistair Sandall, Rizwan Khan and Tobi Omiyale to explore generational values and respect in hospitality and whether much of what we call generational difference is really about age, life stage, experience and the world people entered work into.From “in my day” thinking and impatient ambition to reverse mentoring, feedback, flexibility and the value of decades of experience, this is a refreshingly balanced conversation about what every generation can learn from the others.In This Episode, We Discuss:Whether different generations genuinely hold different valuesWhy people may want the same things but express those needs differentlyHow our definition of commitment at work has changedWhy “this is how I was taught” can become a barrier to better leadershipThe relationship between experience, curiosity and respectWhy younger employees often want knowledge and progression — not simply promotionThe importance of continual feedback rather than occasional appraisalsWhy experience can’t always be fast-trackedWhether hospitality sometimes undervalues older and more experienced talentThe danger of phrases such as “in my day”Why questioning authority doesn’t automatically mean disrespectHow reverse mentoring and two-way feedback can strengthen teamsWhy great leadership creates followers through behaviour — not job titleHow hospitality can make multi-generational workplaces a genuine advantageWhy Our Guests Said, “I'm In!”Alistair Sandall:Having joined the Institute more than 40 years ago, Alistair has remained deeply connected throughout his career. From hotel leadership to professional development and mentoring, he continues to value the Institute as a place for learning, contribution and supporting the next generation.Rizwan Khan:For Rizwan, the IOH represents hospitality itself, an opportunity to learn, meet people, evolve professionally and give something back to an industry he loves.Tobi Omiyale:Tobi was introduced to the IOH early in his corporate career and quickly found a community of people equally passionate about hospitality. Networking, learning and exposure to the many different career paths within the sector have kept him actively involved.Outstanding Quotes from the Episode“Experience deserves respect, but everybody deserves respect” - Tobi Omiyale“Just because I was taught this way doesn’t mean I have to teach you this way” - Rizwan Khan“There are certain experiences that you just cannot fast-track” - Tobi Omiyale“It’s about listening without defensive reminiscing” - Alistair Sandall“Respect is gained through action. It’s not gained through title” - Phil Street“You can be curious and ambitious and still have patience” - Tobi Omiyale“Questioning doesn’t always mean disrespect. Sometimes it’s curiosity” - Rizwan KhanJoin the ConversationInstagram: @ioh_onlineLinkedIn: Institute of HospitalityWebsite: https://www.instituteofhospitality.org/Perhaps the answer isn’t figuring out how to manage Baby Boomers, Gen X, Millennials or Gen Z.Perhaps it’s simply getting better at managing people.Different ages. Different experiences. Different perspectives.But ultimately, human beings who want to be heard, respected and given the opportunity to contribute.

This Podcast is Sponsored by Leonardo Hotels UK & Ireland https://www.leonardohotels.co.uk/Host: Phil Street FIHGuests:Stuart Derricott FIH – Global Head of Sales, TigerTMSMark Grant MIH – Owner, EcoPath Advisory & Chair of the IOH Diversity CouncilAvalon Smith AIH – Senior Strategic Account Manager, SiteMinderArtwork and Branding: Sonia Cresswell (MIH)Music by: Leon Williams (FIH)The Evolution of the Head of Technology RoleTwenty years ago, the person responsible for technology in a hospitality business was often there to keep the servers running, manage the hardware and fix things when they broke.Today? That barely scratches the surface.In this episode, Phil Street is joined by Stuart Derricott, Mark Grant and Avalon Smith to explore the extraordinary evolution of the Head of Technology role, from technical custodian to strategic leader, risk manager, commercial collaborator and increasingly, a key voice in the boardroom.The conversation explores data, AI, cyber security, sustainability, third-party partnerships and the danger of adopting technology simply because everybody else is talking about it.Because perhaps the most important question isn't:“What technology should we buy?”It's:“What problem are we actually trying to solve?”In This Episode, We Discuss:How the Head of Technology role has evolved over the last 20 yearsWhy technology has moved from a support function to a strategic business disciplineThe growing importance of data in commercial and operational decision-makingWhy the best technology leaders focus on outcomes rather than feature listsThe difference between using technology to save labour and using it to change how labour is deployedWhy Heads of Technology increasingly need a seat at the table when strategy is being createdThe importance of collaboration between technology, operations, commercial, finance and external partnersWhy humility may be one of the most important characteristics of the modern technology leaderThe dangers of adopting AI (or any technology) simply for technology's sakeCyber security, business continuity and the growing responsibility for technological riskHow independent and smaller hospitality businesses can make better technology decisionsThe environmental and energy implications of increasing technology and AI adoptionWhy the future Head of Technology may have revenue, commercial and even greater legal responsibilityWhy Our Guests Said, “I'm In!”Stuart Derricott:For Stuart, the IOH is a meeting of minds, a place where operators, technology providers and the wider hospitality ecosystem come together on equal footing to share knowledge, challenge thinking and understand one another's perspectives.Mark Grant:Mark sees hospitality as a reflection of society itself, people from every background and walk of life united by the fundamental human experience of welcoming and being welcomed. The IOH provides a place to participate, challenge, network and actively contribute to that community.Avalon Smith:Initially attracted by the IOH's webinars and events, Avalon found a genuinely welcoming community where networking feels open rather than cliquey, creating opportunities to meet, learn from and collaborate with people from across the industry.Outstanding Quotes from the Episode“What I'm hearing here is that an overarching trait of a modern Head of Tech is, ironically, being a human collaborator” – Phil Street“The best Heads of Technology are the ones that include everybody and admit they don't know everything” – Stuart Derricott“The question is not what tech do you want. Why do you want it?” – Mark Grant“Use it to complement what you're doing. It will make it easier and free you up to do something else” – Avalon Smith“If there's no benefit to putting AI in, don't do it” – Stuart Derricott“The people-technology relationship will always be there. You've got to treat them both with the same respect” – Mark GrantJoin the ConversationInstagram: @ioh_onlineLinkedIn: Institute of HospitalityWebsite: The Global Professional Body for Hospitality | IOHThe Head of Technology is no longer simply the person you call when something stops working.Increasingly, they're helping decide what the business does next.And as technology becomes more powerful, more connected and more autonomous, perhaps the greatest skill required won't be knowing everything about technology.It will be knowing the right questions to ask.

This Podcast is Sponsored by Leonardo Hotels UK & Irelandhttps://www.leonardohotels.co.uk/Host: Phil Street FIHGuests:Martin Traynor OBE FIH – Supervisory Board Member, Institute of HospitalityRafaella Chatzimarkou MIH – Assistant General Manager, New Hall MainsSofia Mayr MIH – Cluster Revenue Manager, HiltonArtwork and Branding: Sonia Cresswell (MIH)Music by: Leon Williams (FIH)The Conversation Gap: Why Great Hospitality Begins with Better ConversationsEvery great partnership, friendship, innovation and decision begins the same way...With a conversation.But what happens when the right conversations never happen?In this thoughtful episode, Phil is joined by Martin Traynor OBE, Rafaella Chatzimarkou and Sofia Mayr to explore the conversation gap, the space between what we say, what people hear, what they understand, and ultimately, what they do.From leadership and frontline teams to government, generations and technology, the discussion uncovers how assumptions quietly replace understanding, and why the quality of our conversations may be one of hospitality's greatest competitive advantages.Because communication isn't just about talking.It's about closing the gap between intention and understanding.In This Episode, We Discuss:What the "conversation gap" really means in modern hospitalityWhy assumptions often replace genuine understandingThe hidden cost of conversations that never happenThe difference between hearing and truly listeningWhy leadership needs to spend more time on the floorBridging the gap between decision makers and guest facing teamsHow generational differences can strengthen businesses rather than divide themThe balance between technology, AI and genuine human connectionWhy creating space for conversation is becoming harder - and more importantHow better conversations lead to better culture, better decisions and better guest experiencesWhy Our Guests Said, "I'm In!"Martin Traynor OBE:A member of the Institute for more than four decades, Martin continues to support the profession through the Institute's journey towards Chartered status, bringing experience from hospitality, government and business leadership.Rafaella Chatzimarkou:For Rafaella, the Institute represents continuous learning - a place where hospitality professionals share ideas, stay current and grow together throughout their careers.Sofia Mayr:Originally joining as a hospitality student, Sofia found more than a professional body. She found a community of people who share the same passion for hospitality, development and supporting future talent.Outstanding Quotes from the Episode"Conversation is where all great progress begins" - Phil Street FIH"The conversation gap is the space between what we communicate and what people actually understand" - Rafaella Chatzimarkou MIH“The more information I have, the better I can do my job” - Sofia Mayr MIH"The difference is between hearing... and listening" - Martin Traynor OBE FIH"Nobody likes being treated like a tool for the business" - Rafaella Chatzimarkou MIH"We are amazing at building stories around what we think we know" - Phil Street FIH"What did you see today that I might not have seen?" - Rafaella Chatzimarkou MIHJoin the ConversationInstagram: @ioh_onlineLinkedIn: Institute of HospitalityWebsite: https://www.instituteofhospitality.org/Hospitality has always been built on people.The businesses that thrive won't necessarily be those with the loudest voices...They'll be the ones that listen best.

This Podcast is Sponsored by Leonardo Hotels UK & IrelandHost: Phil Street FIHGuests:Jill Whittaker FIH – Executive Chair, The Opportunity ProviderPaul Mannering FIH – National Hospitality & Culinary Lead, HIT TrainingMicaela Barrow FIH – Quality & Curriculum Director, The Opportunity ProviderArtwork and Branding: Sonia Cresswell MIHMusic by: Leon Williams FIHI'm In! Apprenticeships: The Most Misunderstood Opportunity in Hospitality?What if apprenticeships aren't simply a route into hospitality... but one of the most powerful tools we have for building careers, developing leaders and transforming lives?In this episode, Phil Street is joined by Jill Whittaker, Paul Mannering and Micaela Barrow from HIT Training to explore the reality of apprenticeships in 2026.From levy funding and common misconceptions to career pathways, leadership development and the changing expectations of younger generations, this conversation cuts through the noise and gets back to what apprenticeships have always been about: helping people become brilliant at what they do.As Jill Whittaker perfectly puts it:"At the end of the day, an apprenticeship is a period of time over which you work and study and get to be competent at your job"In This Episode, We Discuss:Why apprenticeships haven't fundamentally changed in over 100 yearsThe myths that continue to hold employers backHow apprenticeship levy funding actually worksWhy hospitality is still undersold as a career choiceThe role apprenticeships play in retention and employee engagementHow apprenticeships support people of all ages, not just school leaversThe flexibility available for different learning styles and life circumstancesWhy apprenticeships can become leadership development pathwaysHow employers can use apprenticeships to build future talent pipelinesThe changing expectations of Gen Z and Gen Alpha employeesWhy belonging and development matter more than everThe new Foundation Apprenticeship and what it means for hospitality employersOutstanding Quotes from the Episode"Everything else is process" – Jill Whittaker"We absolutely transform lives" – Micaela Barrow"Change the narrative from getting a job in hospitality to building a career in hospitality" – Paul Mannering"People feel invested in. They feel like they belong" – Jill Whittaker"Anything is possible with passion and positivity" – Phil Street"The apprenticeship minimum wage is a minimum, not a target" – Jill Whittaker"We need to sell the vision of what hospitality can become" – Micaela Barrow"Develop people to the highest level so they could leave. Treat them well enough that they never want to" – Jill WhittakerJoin the ConversationTwitter/X: @IoH_OnlineInstagram: @ioh_onlineLinkedIn: Institute of HospitalityWebsite: Institute of HospitalityHospitality has always been a people business.Apprenticeships aren't about filling jobs. They're about building futures.Apprenticeships simply give people the opportunity to become the very best version of themselves while helping businesses do exactly the same.And that's something worth investing in.

This Podcast is Sponsored by Leonardo Hotels UK & Ireland https://www.leonardohotels.co.uk/Host: Phil Street FIHGuests:Raj Chakraborty FIH - Regional General Manager, Macdonald Hotels Sally Lock MIH - Group Talent Manager, Splendid Hospitality Group Bradley Dorrington AIH – Owner, The Wine Cellar & Chair of the IOH Youth Council Artwork and Branding: Sonia Cresswell (MIH)Music by: Leon Williams (FIH)World-Class Onboarding: Why First Impressions Matter More Than EverWhat if onboarding wasn’t an admin process… but one of the most important emotional moments in a person’s career journey?In this episode, Phil Street is joined by Raj Chakraborty, Sally Lock and Bradley Dorrington to explore what truly creates a world-class onboarding experience in hospitality.From first impressions and company culture to generational expectations, human connection and leadership visibility, this conversation digs into the moments that shape whether somebody feels like they genuinely belong or whether they start questioning their decision before week one is even over.As Bradley perfectly puts it:“World class onboarding is when someone finishes their first month and thinks… I made the right decision joining this business”In This Episode, We Discuss:Why onboarding begins long before day one The difference between onboarding and “just processing paperwork” Why belonging matters more than ever in hospitality How poor onboarding creates overwhelm, uncertainty and disengagement Why communication is still the most underrated onboarding tool The importance of culture in shaping employee experience Why businesses need to “sell themselves” to candidates now The role leadership visibility plays in helping new starters feel valued How onboarding should adapt to different generations and personalities Why hospitality businesses should treat employees with the same care as guests Why Our Guests Said, “I’m In!”Raj Chakraborty:Raj credits the Institute with playing a meaningful role throughout his hospitality journey and values the way it supports people at every stage of their careers.Sally Lock:Having joined through Splendid Hospitality Group’s partnership with the IOH, Sally sees the Institute as a powerful source of networking, insight, development and industry connection.Bradley Dorrington:As Chair of the Youth Council, Bradley believes deeply in creating spaces where hospitality professionals from all generations can connect, learn and support one another.Outstanding Quotes from the Episode“People need to be at the centre of everything” – Raj Chakraborty “Onboarding starts the minute a candidate engages with the brand” – Sally Lock “We are irrelevant without people” – Bradley Dorrington “People will always remember how you made them feel” – Phil Street “If the systems fail, people are there to pick it up” – Raj Chakraborty Key Takeaways for Hospitality LeadersOnboarding is an experience, not an admin task Small human interactions often matter more than expensive processes Candidates begin forming opinions from the very first interaction Great onboarding reduces anxiety, overwhelm and early turnover Leadership visibility creates trust and reassurance Culture should be felt immediately, not explained months later Hospitality businesses must treat onboarding with the same care as guest experience Or, as this episode repeatedly reinforced:Systems matter. But people make systems believable.Join the ConversationTwitter/X: @IoH_Online Instagram: @ioh_online LinkedIn: Institute of Hospitality Website: The Institute of HospitalityIn hospitality, first impressions matter.Not just for guests.For people, too.And when onboarding is done well, people don’t just join a business. They start believing they belong there.