Hospitality Meets... with Phil Street

What do a biochemist, a Chinese mansion house, Heathrow Airport, 250 burger restaurants, a pub turnaround, student accommodation, retirement living, and more than a few bottles of Mao Tai have in common?This week's guest... Duncan Garrood.And trust me...You're going to want to hear this one.Duncan's career began in a laboratory as a scientist with a PhD in Biochemistry.It then took him through Unilever, a decade living in China, Heathrow Airport, the Middle East, Punch Taverns, Bill's Restaurants, family entertainment, student accommodation, and now Riverstone Living.Most people spend a career trying to follow a plan.Duncan spent his, basically just saying yes.In this episode we chat about:Why a scientist decided business looked more interestingBeing told on a Wednesday that he was moving to China on SundayLiving next door to 13 Chinese families in a former colonial mansionPutting Walls ice cream on the Great Wall of ChinaThe business lessons hidden inside industrial quantities of Mao TaiWhat airports can teach us about hospitalityWhy great service is often revealed when things go wrongGrowing a business from $150 million to $1 billionRunning out of cows whilst scaling Shake ShackTransforming Punch Taverns during one of the biggest shifts in pub legislationReimagining Bill's RestaurantsUsing people, not capital, to drive growth in leisureTreating students like customersWhy later living might be one of the most exciting sectors in hospitality todayAlong the way we explore leadership, customer experience, entrepreneurship, curiosity, reinvention, and the power of saying yes to opportunities before you're entirely sure how they'll work out.One of my favourite stories came from Duncan's time in China.After fifteen dinners with a potential business partner, countless toasts, and enough Mao Tai to test the resilience of a small nation, the gentleman put his arm around him and declared:You are my little brother."Moments later, he passed out.Business was secured.As leadership lessons go, it's certainly more memorable than most MBA programmes.There are also some absolute gems throughout the conversation:💭 "We're not here to put years on your life, we're here to put life in your years."💭 "If you don't take the opportunities when they come, the things you're missing out on are unknown."And perhaps my favourite takeaway of all:💭 "I've literally never regretted saying yes to any of these opportunities."Because that's really what this episode is about.Not airports.Not pubs.Not burgers.Not retirement living.It's about curiosity.It's about adventure.It's about having the courage to step into the unfamiliar.And trusting that you'll figure the rest out along the way.Funny, thoughtful, insightful and packed with stories.A brilliant conversation with a man who's spent a lifetime proving that some of the best opportunities arrive disguised as uncertainty.EnjoyShow PartnerA big shout out to today’s show partner, RotaCloud — the people management platform built specifically for shift-based teams.RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from one simple, web-based app.It also makes life easier for teams, allowing staff to check rotas, request holiday, and pick up extra shifts directly from their phones.To find out more, head to RotaCloudThis podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

From Baptism of Fire to Michelin LeadershipThis week on Hospitality Meets, Phil sits down with Douglas Balish - Executive Chef and Director at Grove of Narberth, Hotel Chef of the Year, and a man shaped by some of the toughest kitchens in the business.From washing dishes in Ayrshire…To getting “pans thrown at his head”To learning to run in kitchens where nobody walked…To leading his own Michelin starred brigadeAnd all of the lessons that come with thatThis is a candid episode about pressure, humility, growth — and the fine line between breaking someone and building them.In This EpisodeStarting out as a 15 year old dishwasher in ScotlandWalking away from university to chase kitchens insteadThe brutal reality of early Michelin kitchensWhy some pressure builds you, and some destroys youTaking demotions to grow fasterWorking at Bohemia and being completely out of his depthThe intensity of Whatley ManorMoving to Australia to work at QuayWhy leadership is not one size fits allCreating dishes when nobody’s ever let you create beforeBaptism of FireDouglas doesn’t sugarcoat it. His early Michelin experience was brutal.80-hour weeks.Staff accommodation from hell.Being told he was useless.Working until nothing fazed him.And yet, he doesn’t look back with bitterness.He looks back with perspective.Because for him, that pressure didn’t break him.It sharpened him.Not because bullying is good (Obviously) but because understanding why something is happening mattersThe Psychology of KitchensThere’s a fascinating thread in this episode. Douglas nearly studied psychology. Instead, he learned it in kitchens.He talks openly about:Realising he wasn’t as good as he thoughtBeing publicly humbledBeing dropped down the ranksTaking ownership instead of walking awayAnd most importantly, how that shaped the leader he is today.He’s clear:Management isn’t one-size-fits-all.Some chefs need an arm around them.Some need structure.Some need challenge.The job is knowing the difference.From Scotland to SydneyHis journey takes him through:JerseyThe CotswoldsAustraliaBack to the UK to run his own restaurantAt Quay, he experienced world stage dining, huge covers, relentless precision, global recognition.At smaller, creative restaurants, he discovered something else:The kitchen has to suit the chef.Because even talent struggles in the wrong environment.Leadership NowToday, at Grove of Narberth, Douglas does things differently.Yes, standards are high.Yes, precision matters.But:Young chefs are encouraged to createIdeas are tested safelyFeedback is constructiveGrowth is intentionalBecause he remembers what it felt like to be thrown in without support.And he’s determined to build strength, not just resilience.Stand-Out Reflection“At some point you’ve got to become head chef”"And when you do — you’d better know who you are"This episode is honest, Unfiltered, and full of insight for anyone leading teams under pressureShow PartnersA big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams.RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/philThis podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

Why Understanding Drives PerformanceThis week on Hospitality Meets, Phil is joined by Will Fraser, co-founder of Pineapple, founder of 100 & First, and former professional rugby player.What begins as a conversation about people data quickly becomes something deeper, a clear eyed look at why teams struggle, why talent alone isn’t enough, and why most performance problems come down to misunderstanding, not ability.This is a calm, thoughtful episode about clarity, context, and why better conversations beat better strategies.In This EpisodeWhy performance is a by-product, not something you can forceThe difference between thinking you know something and actually knowing itWhy misunderstanding (not laziness) drives most workplace issuesWhat elite sport gets right about teams that business often gets wrongThe hidden cost of constant change and short term thinkingWhy stability can be a genuine competitive advantageHow people data should start conversations, not end themFrom Elite Sport to HospitalityWill’s thinking was shaped during his time at Saracens, where a strong focus on people and culture transformed performance under pressure.After injury ended his playing career, Will began applying those lessons in business, and quickly noticed a gap between how elite teams operate and how most organisations try to drive results.The biggest difference?Shared understandingWhat the Data ShowsThrough Pineapple, Will now works with hospitality businesses to understand patterns around:AttritionInternal progressionTeam stabilityOne consistent insight stands out:Greater stability and internal progression = lower turnover.Simple. Powerful. Rarely acted on.The Talent MythWill challenges the idea that great performers can simply be “moved” and expected to thrive.Drawing on examples from football, including Brighton & Hove Albion and Brentford, he explains why performance is often owned by the system, not just the individual.Change the context, and performance usually dips.Stand-Out Thoughts“Most performance problems aren’t competence problems — they’re understanding problems”“If you think something rather than know it, you haven’t had the conversation”“Stability, not constant change, is often the real advantage”Why ListenThis episode is for anyone who has:Seen good people struggle in new rolesFelt pressure to change something without clarity on whatWondered why common sense is so rarely common practiceIt’s a reminder that teams don’t fail because they don’t care, they fail because they don’t understand.And understanding only comes from time, clarity, and conversation.Show PartnersA big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams.RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/philThis podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

This week on Hospitality Meets, Phil sits down with Dulcie Swanston, bestselling author, executive coach, leadership trainer, neuroscience and psychology “magpie,” and one of the clearest thinkers you’ll ever meet in hospitality.Dulcie’s career spans 23 years at Bass PLC / Mitchells & Butlers, senior HR leadership, graduate programme design, global executive coaching, and now running multiple businesses that all share one simple mission:Make complicated things simple, and usable now!From accidentally falling into hospitality after realising acting wasn’t for her… to becoming one of the most trusted leadership thinkers in the industry… this episode is packed with stories, insight, Yorkshire humour, and a lot of truth.In This EpisodeWhy Dulcie believes “it’s not bloody rocket science” and why simplicity is a leadership superpowerAccidentally landing a graduate role at Bass PLC because it was the only application deadline still open, and why that changed everythingTurning up on day one… only to be told the marketing department no longer existedBecoming the company’s first ever “commercial graduate” a role nobody could quite defineWorking across finance, property, operations, HR and brand, and why that breadth became a giftManaging O’Neill’s pubs taking £50–60k a week and winning global performance awardsRecruiting and developing women into leadership roles when talent was hidden in plain sightFinding her true calling in HR in her mid 30s and realising leadership is about helping others be great at their jobsThe difference between leaders whose teams perform only when they’re present… and leaders whose teams thrive when they’re notWhy great leaders (and great coaches) aim to make themselves redundantImposter “Syndrome”? Not Here.One of the standout sections of the episode is Dulcie’s reframing of imposter syndrome which she refuses to call a syndrome at all.Instead, she calls it:Well, tune in to find outHer take?“If you think you’re finished as a leader or coach — you’re finished.”She shares powerful imagery about the two voices on our shoulders, why our brains constantly lie to protect us, and how learning to notice those lies without shame is the key to growth.Stand-Out Quotes“Happy people make more money.” Dulcie Swanston“The brain isn’t a video recorder — it’s an editing machine.” Dulcie Swanston“Great leaders get their teams to perform brilliantly when they’re not there.” Dulcie Swanston“If you think you’re done learning — move aside.” Dulcie Swanston“Comfort with ambiguity is one of the greatest leadership strengths there is.” Dulcie SwanstonWhy ListenThis episode is a goldmine for anyone who:Leads people in fast-paced, operational environmentsFeels overwhelmed by complexity and wants clarityWants to understand why great leaders work, not just what they doIs curious about coaching, self-awareness, and better thinkingLoves practical wisdom delivered with warmth and humourIt’s a conversation about leadership without ego, growth without jargon, and thinking better so work doesn’t feel like work.As Dulcie puts it perfectly:“When work doesn’t feel like work — that’s when you know you’re in the right place.”Enjoy!Show PartnersA big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams.RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/philThis podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

This week, Phil sits down with Chetan Bhanot, Group General Manager of The Mandeville Hotel in Marylebone and Pendley Manor in Hertfordshire - two stunning properties he leads with equal parts humility, humour and impressive calm.Chetan’s story spans 32 years in hospitality, from hotel school in India, to Hilton and InterContinental, to JW Marriott Mumbai’s first-ever opening, to London’s NH Hotels, Harrington Hall, and now a dual-property leadership role he’s held for nearly a decade. It’s a journey filled with learning, pressure, kindness - and the occasional guest who forgets where they left their car.This episode is rich with leadership lessons, humanity, and proper belly laughs.In This EpisodeFinding hospitality through a school friend in India, discovering the power of people and team sports, and starting a career that now spans over 30 years Chetan BhanotThe power of environment — why even the most talented people struggle in broken systems, and how the team–self–ownership triangle must align for successHotel school → Hilton → InterContinental → JW Marriott — the early years that shaped his entire leadership philosophyMoving to the UK and rising through NH Hotels to Director of Hotels UK, with senior leaders who “held the ladder” so others could climbCOVID chaos: losing full kitchen teams, reopening four times in two years, housekeeping stepping in to help the kitchen, and how the team “kept smiling through it all” Chetan BhanotThe 2011 London riots — the scariest moment of his career, locking down the hotel, protecting guests, and hotels banding together to keep each other safeWork-life balance vs. balance — and why hospitality now can offer bothPaying it forward — why leaders must give others the same opportunities they were given, and why career growth comes when you stop chasing titles and start enjoying the workHuge expansion plans at both The Mandeville and Pendley Manor, from new bedrooms to new ballrooms to full refurbishmentsAnd the Funny Story You Have to Hear…A guest storms into reception convinced his car has been stolen from the hotel.Police nearly called.Panic everywhere.Then CCTV...I'll let you tune in to hearStand-Out Quotes“You’re not what happens to you — you are how you choose to rebuild”“During COVID, we didn’t open once — we opened four times. And every time, the team stood together”“Failure is a negative word. Replace it with ‘learning’ — it changes everything”“A team works when ego and job titles are left at the door”“People held the ladder for me. Now it’s my turn to hold it for others”Why ListenThis episode is a masterclass in:Building and leading high-performing teamsThe real emotional cost of COVID and how hospitality survived itDealing with pressure, failure, and adversityWhy kindness, support and opportunity matter more than titlesHow hotels come together in crisisWhat great service really looks likeChetan’s story is proof that leadership isn’t taught — it’s lived, experienced, and shaped through humanity, humour and hard days.A proper hospitality heart-warmer.Show PartnersA big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams.RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/philThis podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy