Hospitality Mavericks Podcast Show

Michael welcomes Tom James, to discuss winning in a hyper-competitive hospitality market through counterintuitive strategy and team buy-in.Tom shares his 30-year hospitality journey, joining Bill’s five years ago as operations director before becoming managing director, and describes the shift from an ops-only lens to leading cross-functionally with a two-year plan.Bill’s distilled 257 actions into one message—“everyone leaves happy”—and made guest satisfaction the core KPI, built from reviews, surveys, and mystery diners, tying incentives to guest metrics rather than financial ones.He explains how visibility, consistent recognition, and culture drove adoption, alongside behind-the-scenes improvements to systems, booking, website, SEO, and cost controls. The turnaround included difficult restructuring and site closures, followed by renewed energy, cover growth, and a strong Christmas.They discuss change management, process discipline (why/who/what/how/when), technology and AI’s potential, and Tom’s leadership takeaways: headspace, networking, and investing in team growth.Connect with Tom:https://www.linkedin.com/in/tom-james-5388b256/https://bills-website.co.uk/Eps 23 Bill Collison - Founder of Bill’shttps://www.hospitalitymavericks.com/videos/23-the-bills-story-with-bill-collison/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 episode three, host Michael and special guests Mark Felix and Joel Robinson dive into the intricacies of pricing strategy, drawing valuable lessons from the retail and hospitality sectors. Joel, founder of Openr, shares insights from his extensive experience in both grocery and hospitality, emphasizing the transformative potential of sophisticated pricing management. Mark Felix, with a rich background in various retail roles including Chief Commercial Officer at the AA and positions at Sainsbury's and John Lewis, brings his expertise to the conversation. The discussion covers key value indicators, the importance of continuous experimentation in pricing, leveraging customer loyalty data, and the potential impact of AI and technology on optimizing pricing strategies. Key takeaways include the necessity for dynamic and data-driven approaches to pricing in the face of economic challenges, and the importance of creating a culture of experimentation to drive business value.Connect with Mark:https://www.linkedin.com/in/markfelix/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 talks with Greg from 'Only A Pavement Away,' a charity co-founded by Greg and his wife, Jill, to help disadvantaged individuals secure employment in the hospitality sector. Greg shares the story behind the charity's inception and its significant impact, having placed over 800 people into jobs and added £32 million to the economy since its launch in 2018. The discussion covers their process of preparing candidates, the role of relationship managers, and the ultimate goal of expanding their reach across the UK. Greg emphasizes the importance of building quality relationships and offers insights into the challenges and successes they've faced. He also highlights the critical need for funding to continue their mission of transforming lives through meaningful employment.Connect with Greg:https://onlyapavementaway.co.uk/https://www.linkedin.com/in/greg-mangham-5424402a/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 This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

In this episode, Michael, Joel and Stephen discuss the significant lag in technological advancements within the hospitality industry, particularly in back-office systems and data processing. Despite recent efforts made due to the pandemic to digitize front-of-house operations, the conversation highlights the need to improve operational aspects to enhance customer experiences. Issues such as repetitive WiFi logins and inefficient payment processes are mentioned. The discussion also emphasizes the importance of personalization and exceptional service in fostering customer loyalty, backed by personal anecdotes. The episode concludes with a call for the industry to focus on serving people more effectively.Connect with Stephen:https://www.linkedin.com/in/stephenjohnrothwell/https://stephenrothwell.ltd/https://eagleeye.com/loyaltyA 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 This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

In this episode, Michael interviews Trudi Parr, a hospitality professional with a vibrant journey that spans across media, tourism, and the evolving hotel industry. Trudi shares her unplanned yet fulfilling entry into hospitality, her roles from operations to sales, and her eventual focus on the people aspect of the business. Emphasizing the need for human-centric approaches in hospitality, she discusses the significance of treating employees well, fostering an inclusive environment, and the impact of nurturing talent from the ground up. With a keen interest in changing the perception of the hospitality industry, Trudi highlights the importance of internally built strong people practices and the challenges of recruiting and retaining talent post-COVID. Closely following the evolution of Mollie's—a motel diner concept—Trudi shares practical insights into their onboarding process, the importance of building relationships, and the excitement around new openings, particularly the upcoming launch in Manchester.Connect with Trudi:https://www.linkedin.com/in/trudi-parr/https://mollies.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 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 engages in a detailed conversation with Tommy Giraux, the Head of Restaurant Systems at Honest Burgers. Tommy shares his extensive experience in the hospitality and retail industry across France and the UK. The discussion revolves around the integration of technology in the hospitality sector, focusing on how tech can enhance operations without losing the human touch. Tommy elaborates on the use of AI for workforce management, scheduling, and personalized customer experiences. He also reflects on the challenges and benefits of implementing a data-integrated tech stack to improve efficiency and support both employees and customers. The conversation touches on the evolving role of general managers in the age of AI, the importance of maintaining authentic hospitality, and the future outlook of tech in the industry. Tommy emphasizes the significance of networking and adapting to rapid technological advancements to stay ahead in the field.Connect with Tommy:https://www.linkedin.com/in/tommy-giraux-90030526/https://www.honestburgers.co.uk/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, Michael welcomes Filip Linek, a hotel operator turned tech innovator, to discuss the advancements in AI and robotics in the hospitality industry. Filip shares his journey from running a packaging company to owning and managing hotels in the Czech Republic. Highlighting the challenges of staffing and maintaining high-quality service, Filip reveals how AI technology, particularly his creation, BE‑A, is transforming the guest experience by automating responses and improving efficiency without losing the human touch. Filip explains the development and future plans for BE‑A, including its potential to become a virtual receptionist capable of handling multiple languages and tasks seamlessly. The discussion also delves into the broader implications of AI in hospitality and how it might change the landscape of the industry. Filip shares his excitement about presenting BE‑A at an upcoming Hospitality Tech Expo in London and his belief in combining human and robotic efforts to enhance customer service. The episode concludes with his leadership insights on the importance of adaptability, the value of having a visionary team, and his hopes for the future of hospitality.Connect with Filip:https://www.linkedin.com/in/filip-linek-flæ-robotics/https://be-a.ai/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

This episode delves into the topic of neurodiversity within the hospitality industry, particularly focusing on ADHD. Michael, alongside guest Gareth, explores how recognizing and accommodating neurodiversity can lead to better business outcomes, improved staff retention, unleashed innovation, and enhanced employee wellbeing. Gareth shares his personal journey from growing up in a hospitality family to experiencing burnout as a hospitality manager, eventually leading to his ADHD diagnosis. He discusses the impact of this diagnosis on his career and personal life, and the steps he has taken to adapt his work environment to his needs. The conversation highlights the importance of creating a workplace culture that is open, understanding, and supportive of neurodiverse employees. Gareth also shares his vision for a neurodiversity-friendly hospitality industry and offers advice for both neurodiverse individuals and leaders in the sector.Connect with Gareth:https://www.linkedin.com/in/gareth-p-rees/https://www.instagram.com/adhospitalityd/https://adhospitalityd.com/https://www.linkedin.com/company/attention-deficit-hospitality-disorder/posts/?feedView=allConnect 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