"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 FIH

Guests:

• Alistair Sandall FIH – Hospitality Leader, Freeland Hospitality Consultant, Executive Secretary of the Master Innholders
• Rizwan Khan MIH – General Manager, Junsei & Member of the IOH Youth Council
• Tobi Omiyale MIH – Cluster Revenue Manager, Hilton & Member of the IOH Youth Council

Artwork 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 values
• Why people may want the same things but express those needs differently
• How our definition of commitment at work has changed
• Why “this is how I was taught” can become a barrier to better leadership
• The relationship between experience, curiosity and respect
• Why younger employees often want knowledge and progression — not simply promotion
• The importance of continual feedback rather than occasional appraisals
• Why experience can’t always be fast-tracked
• Whether hospitality sometimes undervalues older and more experienced talent
• The danger of phrases such as “in my day”
• Why questioning authority doesn’t automatically mean disrespect
• How reverse mentoring and two-way feedback can strengthen teams
• Why great leadership creates followers through behaviour — not job title
• How hospitality can make multi-generational workplaces a genuine advantage

Why 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 Khan

Join the Conversation

Instagram: @ioh_online

LinkedIn: Institute of Hospitality

Website: 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 FIH

Guests:

• Stuart Derricott FIH – Global Head of Sales, TigerTMS
• Mark Grant MIH – Owner, EcoPath Advisory & Chair of the IOH Diversity Council
• Avalon Smith AIH – Senior Strategic Account Manager, SiteMinder

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

The Evolution of the Head of Technology Role

Twenty 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 years
• Why technology has moved from a support function to a strategic business discipline
• The growing importance of data in commercial and operational decision-making
• Why the best technology leaders focus on outcomes rather than feature lists
• The difference between using technology to save labour and using it to change how labour is deployed
• Why Heads of Technology increasingly need a seat at the table when strategy is being created
• The importance of collaboration between technology, operations, commercial, finance and external partners
• Why humility may be one of the most important characteristics of the modern technology leader
• The dangers of adopting AI (or any technology) simply for technology's sake
• Cyber security, business continuity and the growing responsibility for technological risk
• How independent and smaller hospitality businesses can make better technology decisions
• The environmental and energy implications of increasing technology and AI adoption
• Why the future Head of Technology may have revenue, commercial and even greater legal responsibility

Why 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 Grant

Join the Conversation

Instagram: @ioh_online

LinkedIn: Institute of Hospitality

Website: The Global Professional Body for Hospitality | IOH

The 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 & Ireland

https://www.leonardohotels.co.uk/

Host: Phil Street FIH

Guests:

• Martin Traynor OBE FIH – Supervisory Board Member, Institute of Hospitality
• Rafaella Chatzimarkou MIH – Assistant General Manager, New Hall Mains
• Sofia Mayr MIH – Cluster Revenue Manager, Hilton

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

The Conversation Gap: Why Great Hospitality Begins with Better Conversations

Every 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 hospitality
• Why assumptions often replace genuine understanding
• The hidden cost of conversations that never happen
• The difference between hearing and truly listening
• Why leadership needs to spend more time on the floor
• Bridging the gap between decision makers and guest facing teams
• How generational differences can strengthen businesses rather than divide them
• The balance between technology, AI and genuine human connection
• Why creating space for conversation is becoming harder - and more important
• How better conversations lead to better culture, better decisions and better guest experiences

Why 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 MIH

Join the Conversation

Instagram: @ioh_online

LinkedIn: Institute of Hospitality

Website: 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 & Ireland

Host: Phil Street FIH

Guests:

• Jill Whittaker FIH – Executive Chair, The Opportunity Provider
• Paul Mannering FIH – National Hospitality & Culinary Lead, HIT Training
• Micaela Barrow FIH – Quality & Curriculum Director, The Opportunity Provider

Artwork and Branding: Sonia Cresswell MIH

Music by: Leon Williams FIH

I'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 years
• The myths that continue to hold employers back
• How apprenticeship levy funding actually works
• Why hospitality is still undersold as a career choice
• The role apprenticeships play in retention and employee engagement
• How apprenticeships support people of all ages, not just school leavers
• The flexibility available for different learning styles and life circumstances
• Why apprenticeships can become leadership development pathways
• How employers can use apprenticeships to build future talent pipelines
• The changing expectations of Gen Z and Gen Alpha employees
• Why belonging and development matter more than ever
• The new Foundation Apprenticeship and what it means for hospitality employers

Outstanding 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 Whittaker

Join the Conversation

Twitter/X: @IoH_Online

Instagram: @ioh_online

LinkedIn: Institute of Hospitality

Website: Institute of Hospitality

Hospitality 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 FIH

Guests:

• 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 Ever

What 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 Leaders

• Onboarding 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 Conversation

Twitter/X: @IoH_Online

Instagram: @ioh_online

LinkedIn: Institute of Hospitality

Website: The Institute of Hospitality

In 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.

This Podcast is Sponsored by Leonardo Hotels UK & Ireland https://www.leonardohotels.co.uk/

Host: Phil Street FIH

Guests:

• Ben Purton FIH – Hospitality Consultant and Leadership Advisor
• Jake Armiston MIH – Hospitality Operator and IOH Midlands Committee Member
• Alessandra Beqiraj AIH – HR Professional, Leonardo Hotels

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

Demystifying the Stigma Around Job Loss

Redundancy. Job loss. Career breaks. Few topics carry quite so much emotional weight, or so much quiet stigma.

In this honest and deeply human conversation, Phil Street is joined by Ben Purton, Jake Armiston and Alessandra Beqiraj to unpack what job loss can do to identity, confidence and belonging and why, despite how it feels in the moment, it is so often not an ending at all, but a redirection.

Drawing on lived experience from all sides of the table, those going through redundancy, those supporting others through it, and those managing the process, this episode explores how we might remove shame, increase empathy, and reframe what comes next.

In This Episode, We Discuss:

• Why job loss often feels like a loss of identity, and how to separate self-worth from job title
• The hidden stigma people place on themselves after redundancy
• Why gaps on a CV shouldn’t be treated as red flags
• Whether we need to reframe “redundancy” as a career transition or career break
• How employers can handle difficult conversations with greater empathy and dignity
• Why communication, not assumption, is the missing piece in recruitment
• The pressure to “bounce back quickly” and where that pressure comes from
• Why career breaks, pivots and transitions should be normalised
• The role the IOH and professional networks can play when people need support most
• What may be waiting on the other side of job loss that you simply can’t see yet

Why Our Guests Said, “I’m In!”

Ben Purton:

Ben has long seen the Institute as a vehicle for giving back, helping others navigate crossroads, build confidence, and access the support and perspective many of us need at key moments in our careers.

Jake Armston:

Originally drawn to the practical development opportunities the IOH offered as a student, Jake’s involvement has grown into something much bigger, community, contribution, and helping shape the industry’s future.

Alessandra Beqiraj:

Initially sceptical about joining, Alessandra came to see the IOH as a place for growth, standards, and meaningful professional connection, particularly in an industry built on people.

Outstanding Quotes from the Episode

• “What feels like an ending is often just the moment the next version of you is allowed to begin” – Phil Street
• “Redundancy isn’t a reflection of your worth” – Ben Purton
• “We are amazing at filling in the blanks before we know anything” – Phil Street
• “If we call it a career break, it changes the whole lens” – Alessandra Beqiraj
• “Your craft and your work ethic don’t disappear with your job title” – Ben Purton
• “Everything happens for a reason… there’ll be something better around the corner” – Jake Armston

Join the Conversation

Twitter/X: @IoH_Online

Instagram: @ioh_online

LinkedIn: Institute of Hospitality

Website: The Institute of Hospitality

Losing a job can feel deeply personal. But as this episode reminds us, it does not define you, and it may yet be the start of something you can’t currently imagine.

This Podcast is Sponsored by Leonardo Hotels UK & Ireland https://www.leonardohotels.co.uk/

Host: Phil Street FIH

Guests:

1. Mike Wood FIH – General Manager, Hempstead House
2. Dawn Lawrence MIH – CEO, HJUK
3. Sidiqa Hazara AIH – Membership & Commercial Team, Institute of Hospitality

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

The Systemic Win: Can Hospitality Design Success, Or Does It Happen Naturally?

What if success in hospitality wasn’t about individual brilliance… but about the system that surrounds it?

In this thought provoking episode, Phil Street is joined by Mike Wood, Dawn Lawrence, and Sidiqa Hazara to explore the idea of a “systemic win”, creating environments where everyone benefits: the business, the team, the guest, and the wider ecosystem.

From elite sport analogies to oak tree metaphors (yes, really), this conversation wrestles with a fundamental tension in hospitality:

Can you systemise success in an industry built on human moments?

In This Episode, We Discuss:

1. What a “systemic win” actually means in a hospitality context
2. Why systems can provide stability, but not always solutions
3. The danger of relying on a single “hero” within a business
4. Why hospitality is too dynamic to ever be fully systemised
5. The balance between structure and spontaneity
6. How great systems can support, but never replace, people
7. The role of communication, trust, and culture in creating consistency
8. Why empowerment beats control when things go wrong
9. The importance of agility in a constantly shifting environment
10. Creating conditions where team, guest, and business all win simultaneously

Why Our Guests Said, “I’m In!”

Mike Wood:

“It’s all about giving back. If everyone shares, everyone learns”

Dawn Lawrence:

Dawn values the IOH for its ability to connect people, share insights, and support future talent. From legislation to lived experience, it’s a hub for learning and collaboration

Sidiqa Hazara:

Coming from outside hospitality, Sidiqa sees the IOH as both a learning platform and a community, a place to understand the industry while contributing back to it

Outstanding Quotes from the Episode

1. “You can have the best systems in the world… but without communication, it’s dead” – Phil Street
2. “There’s no point keeping information to yourself… if everyone gives back, everyone learns” – Mike Wood
3. “You can take a really talented human being and put them into a broken system… and they’re still going to struggle” – Phil Street
4. “The system should hold its own, something you can always fall back on” – Mike Wood
5. “It’s all about people, not necessarily about systems” – Dawn Lawrence
6. “Hospitality is a moment business, every interaction is different” – Sidiqa Hazara
7. “Design an environment where the business, the team, and the guest all benefit” – Sidiqa Hazara

Join the Conversation

Twitter/X: @IoH_Online

Instagram: @ioh_online

LinkedIn: Institute of Hospitality

Website: The Institute of Hospitality

Surely hospitality will never be fully systemised? and that’s exactly why it works

But when the right systems meet the right people?

That’s where the magic, and the real wins, happen. I hope this episode gets you thinking

Enjoy!

This Podcast is Sponsored by Leonardo Hotels UK & Ireland

https://www.leonardohotels.co.uk/

Host: Phil Street FIH

Guests:

1. Adam Hamadache FIH - Founder, Formula; Digital Growth Specialist
2. Sonia Cresswell MIH - Marketing & Communications, Institute of Hospitality
3. Ryan Thomas AIH - Duty Manager, Whitbread; Hotel Manager Programme

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

Are We Over-Reliant on AI?

AI is everywhere. On our phones. In our booking engines. In our revenue tools. In our copywriting. In our discovery journeys.

So, the question becomes:

Are we enhancing our thinking… or avoiding it?

In this wide-ranging and honest conversation, Phil is joined by Adam Hamadache, Ryan Thomas, and Sonia Cresswell to explore whether hospitality is using AI wisely, or leaning on it a little too heavily.

From digital discovery and operational efficiencies to education, ethics, creativity, and even Tom Hiddleston’s wardrobe, this episode pulls no punches.

In This Episode, We Discuss:

1. Where each guest sits on the AI adoption scale, from cautious user to daily dependency
2. AI as an efficiency tool vs AI as a crutch
3. Why hospitality operations are increasingly embedding AI into call handling and guest interaction
4. Revenue management and digital marketing as major AI growth areas
5. The seismic shift from “ranking on Google” to “being recommended by AI”
6. Whether AI enhances creative thinking, or quietly erodes it
7. The risk of de-skilling in education and leadership
8. The ethical grey zone of AI generated work
9. How young professionals are navigating AI in education
10. Why over hyping AI can be as dangerous as ignoring it
11. The importance of healthy scepticism when using AI tools

Why Our Guests Said, “I’m In!”

Adam Hamadache FIH:

Adam believes hospitality needs strong institutions to champion the breadth and value of the industry. For him, the IOH plays a crucial role in advocating for hospitality as a serious, dynamic profession, particularly at a time when recruitment and recognition remain challenges.

Sonia Cresswell MIH:

From inside the organisation, Sonia describes the IOH as one big hospitality family. Working closely with members daily, she sees first-hand the genuine care and connection that drives everything the Institute does.

Ryan Thomas AIH:

Ryan describes the IOH as his “perfect partner for progression.” As someone early in his leadership journey, he values mentoring, networking, and being part of a professional community that recognises potential and supports development.

Outstanding Quotes from the Episode

1. “AI can give you very convincing gobbledygook” - Adam Hamadache
2. “It’s not that different from people using pre-designed stuff on Canva… that’s been happening for a lot longer than AI” – Sonja Cresswell
3. “It’s polished rubbish” - Ryan Thomas
4. “Ideally, it should act as a thinking partner, not a replacement for your brain” - Ryan Thomas
5. “Stop thinking of it as ranking. Start thinking about being recommended” - Adam Hamadache
6. “If you use it as a tool, as a partner tool, rather than actually to do it for you, it’s definitely the way forward” - Sonja Cresswell
7. “If you use it properly, it enhances clarity. If you copy and paste, it becomes a shortcut” - Ryan Thomas
8. “We have to approach AI with healthy scepticism” - Adam Hamadache
9. “It’s a touch unregulated… it can effectively be left to run wild” - Phil Street

Join the Conversation

X: @IoH_Online

Instagram: @ioh_online

LinkedIn: Institute of Hospitality

Website: The Institute of Hospitality

AI isn’t coming. It’s here.

The real question isn’t whether we use it, it’s how consciously we choose to.

This Podcast is Sponsored by Leonardo Hotels UK & Ireland

https://www.leonardohotels.co.uk/

Host: Phil Street FIH

Guests:

1. Rosie Radwell – Managing Director & Owner, Marsham Court Hotel
2. Valentina Calanche – Neuroinclusion Lead, Fair Shot
3. Raya White – DEIB Lead, Institute of Hospitality
4. Anne Moorcroft – Chairman, The Café Project
5. Lee Whalley – Head of Operations, The Crumbs Project

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

Supporting Neurodiversity & Learning Disabilities in Hospitality, Without Compromising Excellence

Recorded live in front of 600 students at Passion for Hospitality 2025 at the Novotel London Hammersmith, this special episode explores one powerful question:

How do we better include people with learning disabilities and neurodiversity in hospitality while still delivering top-class service?

From practical adaptations and job carving to leadership mindset shifts and redefining what “excellent service” really means, this conversation moves beyond theory and into real, lived experience from operators and charities making it happen every day.

In this episode, we discuss:

1. The difference between diversity and true inclusion
2. Why belonging is the foundation of great hospitality
3. How inclusion strengthens, not compromises, service standards
4. Simplifying processes without lowering expectations
5. The power of job carving and designing roles around strengths
6. Clear communication and leadership as the cornerstone of inclusion
7. Why small changes (colour coding, signage, task breakdowns) make a big impact
8. Supporting disclosure and creating psychologically safe workplaces
9. Moving beyond the idea of inclusion as “charity”, and recognising it as good business
10. The commercial impact of inclusive service on guest loyalty
11. Why hospitality’s communication skills are so often underestimated
12. Future-proofing the industry by embracing neurodiversity

Our Guests

Rosie Radwell:

Rosie leads one of the UK’s most accessible hotels and believes inclusion must be woven into the culture from the top down. For her, belonging is the biggest word in hospitality.

Valentina Calanche:

At Fair Shot, Valentina trains young adults with learning disabilities in a live café environment and supports businesses to employ them. She sees inclusion not as complex, but as intentional and achievable.

Raya White:

As DEIB Lead at the IOH, Raya champions inclusion as a driver of culture and performance. For her, true inclusion means every voice matters and everyone has the opportunity to contribute.

Anne Moorcroft:

Anne works directly with trainees with learning disabilities, helping them gain confidence and work placements. She sees daily how purpose transforms lives, and teams.

Lee Whalley:

At The Crumbs Project, Lee trains adults in hospitality skills for employment and independent living. His view: inclusion future-proofs the industry and strengthens leadership across the board.

Outstanding Quotes from the Episode

1. “Diversity is being invited to the party. Inclusion is being asked to dance” – Verna Myers (quoted by Phil)
2. “Belonging is the biggest word in this” – Rosie Radwell
3. “It’s not rocket science. Sometimes we just overcomplicate things” – Valentina Calanche
4. “Professional clarity benefits everyone, not just neurodiverse individuals” – Lee Whaley
5. “Stop looking at it as charity. It’s just good business” – Raya White
6. “Everyone deserves a chance and they bring so much joy to a team” – Anne Moorcroft
7. “One in five people in the UK are disabled. We need to future-proof ourselves” – Lee Whaley

Join the Conversation

Twitter/X: @IoH_Online

Instagram: @ioh_online

LinkedIn: Institute of Hospitality

Website: https://www.instituteofhospitality.org/

For any feedback on the show, to put forward a topic or to put yourself forward as a guest, please reach out to [email protected]

This Podcast is Sponsored by Leonardo Hotels UK & Ireland https://www.leonardohotels.co.uk/

Host: Phil Street FIH

Guests:

1. Sacha Lord FIH – Chair, Night Time Industries Association; Founder, The Warehouse Project & Parklife
2. Aymen Fetouak MIH – Head of Professional Development, Institute of Hospitality
3. Emily Clark AIH – Industry Engagement Officer, Edge Hotel School; IOH Youth Council

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

Looking Ahead to 2026: New Year, New Challenges

As hospitality steps into 2026, the mood is mixed. Hope, frustration, resilience, fear, and optimism all collide in this honest, wide ranging conversation about what lies ahead for the industry.

Joined by Sacha Lord, Aymen Fetouak, and Emily Clark, Phil explores the pressures facing hospitality, from government policy and rising costs to leadership behaviour, professional development, and the future workforce, while also uncovering where hope still lives and how the sector can create its own momentum.

This is a candid, thoughtful discussion about realism without resignation and why hospitality remains worth fighting for.

1. What 2026 feels like for hospitality leaders on the ground
2. The impact of government policy, VAT, business rates, and political decision-making
3. Why hospitality often feels misunderstood at policy level
4. The real human cost of closures - businesses, homes, families, and mental health
5. How public support for hospitality is growing again
6. Why pubs, restaurants, and hotels are more than just businesses
7. The pressure facing leaders as margins tighten and teams shrink
8. Long hours, burnout, and the risk of losing joy from the industry
9. The importance of collaboration, not top-down decision-making
10. Why professional development must become practical, human, and continuous
11. Mentoring, real-world learning, and “capability in the moment”
12. Leadership behaviours Gen Z wants to see disappear
13. Why younger generations are still optimistic - and ready to innovate
14. Creating hope rather than waiting for it

Sacha Lord:

For Sacha, becoming a Fellow of the Institute of Hospitality was an unexpected and deeply meaningful honour. With no formal qualifications and 30 years in the industry, the recognition represents everything hospitality can offer - opportunity, progression, and purpose without barriers.

Aymen Fetouak:

Aymen sees the IOH as a people first organisation dedicated to standards, sustainability, and real world impact. His role is rooted in listening to the industry and turning pressure into progress through practical development.

Emily Clark:

Emily joined the IOH as a student and never looked back. From accessing learning resources to finding her professional community through the Youth Council, she believes the Institute plays a vital role in inspiring and supporting the next generation.

1. “If we reduce VAT to 12.5%, that’s better than 20% of nothing from closed businesses” – Sacha Lord
2. “A pub serves far more than just a pint - it’s part of our social fabric” – Sacha Lord
3. “If your people are okay, your business has a fighting chance” – Aymen Fetouak
4. “Professional development should be about capability in the moment, not certificates on walls” – Aymen Fetouak
5. “Don’t push away the people who stay” – Emily Clark
6. “We have to create our own hope - not wait for it” – Sacha Lord
7. “Hospitality hasn’t lost its heart, even under pressure” – Aymen Fetouak
8. “This industry has survived wars, pandemics, and recessions - we will get through this too” – Emily Clark

Twitter/X: @IoH_Online

Instagram: @ioh_online

LinkedIn: Institute of Hospitality

Website: Institute of Hospitality

2026 may not come with easy answers but this episode reminds us that hospitality’s strength has always been its people, its adaptability, and its heart. Tune in for a grounded, hopeful look at what comes next.