Hospitality Mavericks Podcast Show

In this episode, Michael interviews Alexander Kjerulf, a former tech entrepreneur who founded a company in 2003 focused on happiness at work and has delivered talks and workshops in over 50 countries for clients including Microsoft, IKEA, IBM, Hilton, and Shell.They discuss research linking workplace happiness to higher productivity, creativity, retention, lower absenteeism, and stronger company results including profitability, growth, employer brand, and stock performance, alongside an ethical responsibility for leaders.A central theme is improving customer experience by putting employees first and rejecting “the customer is always right,” which can betray staff and reward abusive customers; examples include a hotel manager enforcing rules, Southwest Airlines “we will miss you” letter, and buying a rude passenger a competitor ticket.Practical practices include training and culture immersion (Zappos), celebrating great service stories, giving frontline autonomy (Nordstrom, Middelfart Sparekasse), measuring care over efficiency, hiring carefully, and using weekly feedback tools like Heartcount.Connect with Alexander:https://www.linkedin.com/in/chiefhappinessofficer/https://positivesharing.com/2006/07/why-the-customer-is-always-right-results-in-bad-customer-service/https://woohooinc.com/https://heartcount.com/Books:Everybody Matters - Bob Chapmanhttps://uk.bookshop.org/a/8596/9780241975411Hug your customers - Jack Mitchellhttps://uk.bookshop.org/a/8596/9781401398040Hug your people - Jack Mitchellhttps://uk.bookshop.org/a/8596/9780553820089Connect with the podcastJoin the Hospitality Mavericks newsletterTune in via your favourite podcast platform - here More episodes for you to check out here A big thank you to our episode sponsor Monotree.They help hospitality operators strengthen operations and scale company culture by creating a "Branded Front Door" for your workforce.Head to their website to sign up.This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

Michael interviews Anthony Collins, founder of Work Better Studio, about applying lean thinking and the service-profit chain in hospitality and service businesses by focusing on processes and resources rather than blaming people.Collins shares his path from graphic design to founding DirectSki.com, acquiring Ski Beat, and becoming group CEO of Topflight Travel Group, then leaving to advise companies on productivity, quality, and process improvement.He explains lean’s roots in postwar Japanese quality-first principles and describes using Enterprise Ireland training and Toyota-led practical problem-solving to build capability before crises like COVID.A key case study shows how small chalet maintenance issues hurt both staff workload and NPS, leading to a preventative maintenance program, revised seasonal hiring, fewer management layers, and improved autonomy.The conversation covers PDCA, frontline observation, controlled tension, recruitment and training (one-point lessons), and why AI can optimize the wrong work and reinforce silos without system thinking.Connect with Anthony:https://www.linkedin.com/in/antocollins/https://www.workbetter.studio/Connect with the podcastJoin the Hospitality Mavericks newsletterTune in via your favourite podcast platform - here More episodes for you to check out here A big thank you to our episode sponsor Monotree.They help hospitality operators strengthen operations and scale company culture by creating a "Branded Front Door" for your workforce.Head to their website to sign up.This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

Michael interviews Bjarke Just Nielsen, founder of Norrlyst Koncernen in Copenhagen, about building a fast-growing restaurant ecosystem and related tech companies. Nielsen left corporate roles at Novo Nordisk and TDC, opened his first restaurant about five and a half years ago, then pivoted during COVID—without government support—by keeping staff and launching a deli that succeeded, accelerating his focus on online customer acquisition and data. Today the group operates about 20 restaurants with roughly 550 employees, serves around a million guests yearly, and runs centralized systems where a small team drives demand using a toolbox of 16 traffic levers while restaurants focus on delivering the promised experience. He discusses agility over rigid planning, professionalizing the organization through disciplined hiring, pursuing Michelin recognition with intense preparation, leadership role clarity, and upcoming projects including new tech initiatives, convenience stores, and a large all-day restaurant.Connect with Bjarke:https://www.linkedin.com/in/bjarke-just-nielsen-6a71445b/https://norrlyst.dk/https://freetable.com/https://eater.dk/Connect with the podcastJoin the Hospitality Mavericks newsletterTune in via your favourite podcast platform - here More episodes for you to check out here A big thank you to our episode sponsor Monotree.They help hospitality operators strengthen operations and scale company culture by creating a "Branded Front Door" for your workforce.Head to their website to sign up.This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

Michael welcomes Nicole back to discuss her new book, "Help Wanted," focused on finding “human magic” in hiring—going beyond technical skills and surface-level values fit to build teams and cultures that can withstand challenges. Nicole, a culture architect and founder of Banana Pepper HR, argues hospitality is at risk of becoming transactional and has an opportunity to re-center belonging and human connection. They critique standard, rushed recruitment as soulless and misaligned with brand promises, emphasizing “hospitality begins in-house” and that recruitment is a brand’s first act of hospitality. Nicole highlights “super skills” often dismissed as soft skills—empathy, kindness, curiosity, creativity, vulnerability, resilience, and more—and explains how missing them can lead to poor service, brand damage, and commercial loss. Practical ideas include slowing down hiring, doing stronger reference checks (including peer references), interviewing for stories by creating psychological safety, and using a three-course interview framework (appetizer/entrée/dessert). Nicole shares why she chose 10 super skills, drawing inspiration from Danny Meyer’s “HQ” and behavioral science (including Brené Brown). The episode ends with where to find Nicole and the book at bananapepperhr.com/book (and retailers such as Amazon, Barnes & Noble, and Waterstones).Connect with Nicole:https://www.linkedin.com/in/nicoleantoniogadsdon/https://www.bananapepperhr.com/Book:https://www.bananapepperhr.com/bookhttps://uk.bookshop.org/p/books/help-wanted-the-rule-breaking-guide-to-hiring-an-extraordinary-team-of-hospitality-alchemists-nicole-antonio-gadsdon/1f7ae8fc32978cb1?ean=9781781339558&next=tConnect with the podcastJoin the Hospitality Mavericks newsletterTune in via your favourite podcast platform - here More episodes for you to check out here A big thank you to our episode sponsor Monotree.They help hospitality operators strengthen operations and scale company culture by creating a "Branded Front Door" for your workforce.Head to their website to sign up.This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

In this insightful episode, Michael and Ally discuss their annual meetings focused on self-improvement and navigating life transitions. They reflect on the last year's theme of managing transitions, driven largely by personal changes such as moving countries and taking on new projects. The conversation delves into understanding change versus transition, with an emphasis on the significance of the nervous system in handling life's challenges. They introduce six pillars crucial for transformation: origin story, value system, nervous system management, vision roadmap, identity and foundations, and implementation. Practical advice is shared for managing stress, the importance of morning routines, and the critical need for self-awareness to achieve long-term growth. Listeners are encouraged to focus on incremental improvements and regularly reassess their goals to maintain a healthy balance in life and work.Connect with Ally:https://allygordoncoaching.com/https://www.linkedin.com/in/ally-gordon-coaching/Connect with the podcastJoin the Hospitality Mavericks newsletterTune in via your favourite podcast platform - here More episodes for you to check out here A big thank you to our episode sponsor Monotree.They help hospitality operators strengthen operations and scale company culture by creating a "Branded Front Door" for your workforce.Head to their website to sign up.This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

In this episode, we dive deep into the world of hospitality with Cassie Davison, the author of 'Standout Hospitality.' Cassie brings over 30 years of experience in the hospitality industry and shares insights from her journey, including owning and operating award-winning venues, consulting, and building a community for independent operators. We explore the five pillars of wisdom outlined in her book, fundamentals of setting high standards, standing out in a crowded market, defining your identity, building belonging, and telling a great story. Cassie emphasizes the importance of being purpose-driven and building meaningful connections with customers. The discussion touches on the challenges and joys of hospitality, the evolving landscape post-pandemic, and the unique strengths of independent operators. This episode is a treasure trove of wisdom for anyone passionate about creating impactful and profitable hospitality businesses.Connect with Cassie:https://www.linkedin.com/in/cassiedavison1/Visit her webpagehttps://www.kithkinhospitality.co.uk/Get your hands on a free copy of the book:https://standouthospitality.scoreapp.com/Connect with the podcastJoin the Hospitality Mavericks newsletterTune in via your favourite podcast platform - here More episodes for you to check out here A big thank you to our episode sponsor Monotree.They help hospitality operators strengthen operations and scale company culture by creating a "Branded Front Door" for your workforce.Head to their website to sign up.This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

In this episode, Michael welcomes Henry from Apron to discuss the financial pain points faced by hospitality operators. They delve into how Apron, founded in 2022, helps streamline business payments with consumer-grade simplicity. Henry explains how Apron addresses challenges like managing supplier payments, payroll, and employee expenses from a single platform, drastically saving time for business owners. Highlighting real-life cases, the conversation covers how Apron facilitates ease of financial management, allowing operators to focus on delivering exceptional hospitality. The discussion also explores the future of financial technology in the hospitality sector, emphasizing the need for fewer, more integrated tools. Henry shares his personal journey into FinTech and the profound impact Apron has had on businesses, including a touching story of how it helped a family in need. Listeners are encouraged to explore Apron's offerings at getapron.com and connect with Henry for personalized demonstrations.Connect with Henry:https://getapron.com/https://www.linkedin.com/in/henry-matson-1283472/Connect with the podcastJoin the Hospitality Mavericks newsletterTune in via your favourite podcast platform - here More episodes for you to check out here A big thank you to our epsiode sponsor Apron.The power tool for payments that helps hospitality operators save time, cut admin, and get back to doing what they love: looking after their guests and teams.Head to their website to sign up.This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

In this episode, Michael welcomes Marc Summers, a restauranteur with a bold and ambitious vision, to discuss his journey from a corporate finance career to creating a successful plant-based restaurant chain. Featuring stories of pivotal moments, including being inspired by a chef's table episode and the adrenaline of his first kitchen job, Marc outlines the organic development of his concept, the importance of testing and honing ideas through pop-ups, and the transition to opening brick-and-mortar sites. He shares his strategy for growing gracefully without compromising quality or culture, explains the intentional creation and application of core values, and highlights the excitement of future growth and new opportunities like catering. Marc also discusses the significance of transparency and respect in building a happy workplace, as evidenced by winning the Code People Award for the happiest place to work. Throughout, he reflects on the lessons learned and the importance of staying open-minded and resilient in a challenging industry.Connect with Marc:https://www.linkedin.com/in/marc-summers-561366210/https://www.bubala.co.uk/our-restaurantsConnect with the podcastJoin the Hospitality Mavericks newsletterTune in via your favourite podcast platform - here More episodes for you to check out here A big thank you to our epsiode sponsor Apron.The power tool for payments that helps hospitality operators save time, cut admin, and get back to doing what they love: looking after their guests and teams.Head to their website to sign up.This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

In this episode, Michael is joined by Ellie from the Prep Foundation to discuss how the foundation educates young people about nutrition and cooking, especially with the decline in food tech education due to reduced school funding. Ellie shares her journey from being a chef to working with Prep, highlighting the foundation's activities, such as in-school sessions and farm-to-fork days. They also discuss the importance of gut health, the challenges faced by schools, and the crucial role the hospitality industry can play in supporting these initiatives. The episode underscores the broader impact of teaching children healthy eating habits, aiming to tackle obesity and other lifestyle diseases.Connect with Ellie:https://prept.foundation/Become a Prept Partner and make a real difference to food culture in the UK. Find out more here https://prept.foundation/partners/- to find out how your school can take part in the programme, visit Prept’s website (https://prept.foundation/what-we-do/)https://www.linkedin.com/in/ellie-ledden-137329182/Ellie up for an award. Finals on Monday. Voting open until then. Give your vote here:https://www.thestaffcanteen.com/nomination/ellie-ledden-chef-educator-sussex-1757617272#/A big thank you to our epsiode sponsor Apron.The power tool for payments that helps hospitality operators save time, cut admin, and get back to doing what they love: looking after their guests and teams.Head to their website to sign up.Connect with the podcastJoin the Hospitality Mavericks newsletterTune in via your favourite podcast platform - here More episodes for you to check out here Takeaways: Hospitality leaders are on a mission to positively impact society and the planet. We are what we eat, and food education for kids is crucial for their health. Teaching young people cooking skills can transform their relationship with food and wellness. The Prepped Foundation connects chefs with schools to empower children through cooking education. Food culture directly impacts our health, and we must teach kids about nutritious choices. Hospitality can be a powerful force for good, addressing food education and youth empowerment. This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

In this episode, industry veterans Steve Holmes, and Joel Robinson discuss the rapid evolution in the hospitality sector brought about by technology and the pandemic. They explore how traditional methods no longer suffice and emphasise the need for new thinking and approaches, particularly leveraging technology. The discussion explores the origins and solutions proposed by Azzurri, highlighting the challenges of manual data entry, inefficiencies, and inaccuracies in the current system. They propose a standardised data model for hospitality as a game-changer, akin to revolutionary standards in other industries like barcodes in retail. The conversation also explores the role of AI and the potential for industry-wide collaboration to achieve these objectives. Connect with Joel and Steve:https://www.weareopenr.com/https://www.linkedin.com/company/weareopenr/posts/?feedView=allhttps://www.linkedin.com/in/steve-holmes-a5a13613/https://www.linkedin.com/in/joel-robinson-25352237/This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

In this episode of the Hospitality Mavericks podcast, host Michael engages with Jannes Sörensen, founder of Kepler Hotel Group and Kepler International Hospitality Academy. They discuss how the Kepler brand aims to redefine luxury hospitality by focusing on guests' essential needs rather than mere wants. Topics include the role of AI in hospitality, the importance of plant-based dining, and how businesses can serve as vehicles for positive societal change. They also explore insights on self-leadership and the future landscape of hospitality in a rapidly evolving world. The episode underscores the timelessness of human needs and the transformative potential of conscious hospitality.Connect with Jannes:https://www.linkedin.com/in/jannessoerensen/https://www.learnkepler.com/Connect with the podcastJoin the Hospitality Mavericks newsletterTune in via your favourite podcast platform - here More episodes for you to check out here This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

In this episode, the discussion centers around the significant impact of investing in frontline teams to enhance business performance in the hospitality industry. Geoffrey Toffetti shares their journey from modest beginnings to becoming a leader in optimizing sales through frontline engagement. The conversation covers building a people-first culture, the evolution from consulting to a SaaS model due to COVID-19, and the role of trust and leadership in fostering a productive environment. The episode highlights practical approaches to improve employee engagement, sales techniques, and the importance of consistent customer experiences. Insights into the potential of AI in enhancing operational efficiency and the future focus on integrating food and beverage services into the holistic revenue strategies for hospitality businesses are also discussed.Connect with Geoffrey:https://frontlinepg.com/https://www.linkedin.com/in/gtoffetti/Connect with the podcastJoin the Hospitality Mavericks newsletterTune in via your favourite podcast platform - here More episodes for you to check out here This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

In this conversation, Howard and Michael explore the themes of disconnecting from technology, fostering community, and nurturing genuine human connections. Howard, who organised 'offline dinners,' shares insights from his journey from the stock market to co-founding a successful company, Invaluable, and his realisation of the importance of human interaction. They discuss the challenges and rewards of stepping out of one's comfort zone, the pros and cons of technology in our lives, and Howard's book, 'Leave Your Phone at the Door.' The discussion highlights the value of vulnerability, the significant impact of small gestures, and how real life begins beyond the screen. They also touch upon the essence of true success, and the transformative potential of simple, human interactions in making the world a better place.Connect with Howard:https://www.linkedin.com/in/howard-lewis-offline/https://www.amazon.co.uk/Leave-Your-Phone-Door-OFFLINE/dp/1635769396Instagram: https://www.instagram.com/howardlewisofflinePersonal Facebook: https://www.facebook.com/profile.php?id=100009863233117OFFLINE Facebook: https://www.facebook.com/profile.php?id=100064994021337TikTok: https://www.tiktok.com/@howardlewisoffline?_Connect with the podcastJoin the Hospitality Mavericks newsletterTune in via your favourite podcast platform - here More episodes for you to check out here This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy