"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:

Liz Hartstone (Board of Trustees, IOH & Hospitality Recruitment Specialist)

Natalie Campbell (Co-CEO, Belu Water)

Sana Bhati (Senior Sales Executive, Vacherin)

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

Women in 2025: The Future of Leadership in Hospitality

March marks International Women’s Day, and what better time to shine a spotlight on incredible women in hospitality? This month, Phil sat down with Liz Hartstone, Natalie Campbell, and Sana Bhati to explore the evolving landscape of leadership and opportunity for women in the industry.

From breaking down barriers to rethinking leadership models, this episode is packed with inspiration, insight, and actionable takeaways for hospitality professionals at all levels.

In this episode, we discuss:

The biggest barriers women face in leadership – and how to overcome them

The confidence gap: why self-belief is key and how to build it

The power of networking, mentoring, and support systems

Flexible working and new leadership models – is job-sharing the future?

How businesses can create more opportunities for women in leadership

The role of men as allies in driving meaningful change

Why Our Guests Said, “I’m In!”

Liz Hartstone:

A long-time advocate of networking and mentorship, Liz believes the Institute of Hospitality plays a crucial role in helping women navigate career progression, find confidence, and build meaningful industry connections.

Natalie Campbell:

Inspired by the passion for service and hospitality, Natalie joined the IOH to connect with like-minded professionals and challenge traditional leadership norms. She believes in Shine Theory – when women lift each other up, everyone benefits.

Sana Bhati:

After discovering the IOH at a networking event, Sana saw the potential for growth, learning, and community. She credits the organization with helping her develop her confidence and professional network in the early stages of her career.

Outstanding Quotes from the Episode:

"You shine, I shine. This isn’t about women competing; it’s about lifting each other up." – Natalie Campbell

"Women are their own worst critics – we need to recognise our value and step forward with confidence." – Liz Hartstone

"The industry needs to think differently. Co-leadership and job-sharing could be the future of hospitality leadership." – Natalie Campbell

"If everyone in the room looks like you, someone is missing." – Natalie Campbell

"Employers must do more to support flexible working – when they do, everyone wins." – Liz Hartstone

Join the Conversation:

Twitter/X: @IoH_Online

Instagram: @ioh_online

LinkedIn: Institute of Hospitality

Tune in now for an eye-opening discussion on the future of women in hospitality leadership!

We’d love your feedback! Want to share your thoughts or put yourself forward as a future guest? Contact Phil Street at [email protected]

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

Host: Phil Street FIH

Guests: Eugenio Pirri FIH, Matthew Burbidge-Airs MIH, Lauren Sargent AIH

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

This month, Phil Street sat down with Eugenio Pirri, Lauren Sargent and Matthew Burbidge-Airs to take on a million-pound question: How do you build a world-class people team in hospitality?

Whether you’re an industry veteran or just getting started, this episode is a masterclass on creating exceptional people teams that not only align with business goals but also foster sustainable success, innovation, and adaptability in the ever-evolving hospitality sector.

In this episode, we discuss:

• Foundations for a World-Class People Team
• Structures That Work
• The Importance of Culture
• The role Technology can play
• Mistakes to Avoid
• What does the future of People Teams look like?

Why our Guests said, “I’m In!”:-

Eugenio Pirri:

Eugenio draws strength from his passion for people and culture, believing in the IOH’s role in elevating standards, inspiring young talent, and representing the hospitality industry on key platforms.

Lauren Sargent:

Lauren is proud of IOH’s events, networking tools, and, most meaningfully, its influence on those early in their hospitality careers. She also celebrates the proud moment of her company, Leonardo Hotels, winning the “Equity, Diversity and Inclusion Employer of the Year” award in 2024.

Matthew Burbidge-Airs:

Matthew, an advocate for the opportunities hospitality offers, especially its unique travel element, sees the IOH as a hub for sharing ideas and building strong professional networks.

Outstanding Quotes from the Episode:

• "It's not our job to tell people what to think. It's our job to give people the tools to think for themselves." – Robert Richardson, shared by Phil Street.
• "The guest doesn't really care about silos; they just want to be looked after."  –Matthew Burbidge Airs
• "It's about giving the people managers the tools to be great people managers." – Lauren Sargent
• "If you don't know what your culture is, how are you supposed to recruit on it, train on it, or develop loyalty based on it?" – Eugenio Pirri

When it comes to building world-class people teams, this episode is hospitality gold. Don't miss this enlightening conversation packed with actionable insights and heartfelt reflections.

Tune in now!

**Join the Conversation:**

- Twitter: @IoH_Online

- Instagram: @ioh_online

- LinkedIn: https://www.linkedin.com/company/institute-of-hospitality/

Remember to subscribe, rate, and review the podcast and together we can help shape the direction of conversation!

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at [email protected]

This podcast is sponsored by Leonardo Hotels (UK & Ireland) - https://www.leonardohotels.co.uk/

Host: Phil Street FIH

Guests: Peter Avis FIH – Business Development and Community Engagement Manager for the London Hilton Park Lane, Vice Chairman of the IOH

Amber Staynings - CEO and Founder of Bums On Seats, Co-Founder of Heidi, an emerging tech start-up

Miranda Quantrill - Hospitality Educator at Westminster Kingsway College

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

Welcome to this special live episode of the "I'm In" podcast, the official podcast of the Institute of Hospitality. Recorded in front of a live audience, In this engaging discussion, Phil is joined by distinguished guests Amber Staynings, Peter Avis, and Miranda Quantrill to explore the profound impact of psychology in the hospitality industry, especially concerning guest experience. Below are the key takeaways from this enlightening conversation:

Key Topics Discussed:

Exceptional Customer Service:

• Defining exceptional customer service versus average service.
• Elements that contribute to a memorable guest experience, including emotional connection and service quality.

Psychological Principles in Customer Service:

• Importance and impact of genuine interactions and emotional intelligence.
• Real-life examples demonstrating the application of psychology to recover customer relationships.

Training and Staff Development:

• The critical role of training in building social and practical skills among hospitality staff.
• Need for consistency and investment in employee development.

Internal and External Perceptions:

• The impact of employees' appearance and mindset on service delivery.
• How culture, pride, and personal care influence job performance.

Balancing Work and Well-being:

• Addressing workload, self-care, and achieving a healthy work-life balance.
• Motivational strategies to enhance employee engagement and retention.

Practical Applications of Psychology:

• The role of psychological profiling to understand and cater to diverse customer needs.
• Training strategies using scenarios and gamification to improve service standards.

Leadership and Team Dynamics:

• Guidance on fostering a supportive and positive workplace environment.
• Encouraging open communication and clear expectations.

Motivational Insights:

• Panellists share their personal motivations and highlights from their careers in hospitality.

Key Quotes:

• “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

Interactive Q&A:

• Audience questions addressed around the topics of guest psychology in podcasts, and personal career highlights of the panellists.

This episode provides valuable insights into the delicate balance of delivering exceptional hospitality through understanding and leveraging psychological principles. Whether you're an industry veteran or new to the field, the discussions within this episode are sure to resonate and

inspire.

**Join the Conversation:**

- Twitter: @IoH_Online

- Instagram: @ioh_online

- LinkedIn: https://www.linkedin.com/company/institute-of-hospitality/

Remember to subscribe, rate, and review the podcast and together we can help shape the direction of conversation!

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at [email protected]

This podcast is sponsored by Leonardo Hotels (UK & Ireland) - https://www.leonardohotels.co.uk/

This episode of “I’m In” brought together three more esteemed professionals from within the membership to explore the multifaceted concept of motivation in the hospitality industry. The conversation is engaging, introspective, and peppered with real-life anecdotes that shed light on what drives individuals in one of the most demanding yet rewarding industries.

Key Takeaways:

• Motivation Beyond Money
• Leadership and Relationships
• The Power of Teams
• Mindset V Circumstance
• Inspirational Leadership Stories
• Resilience in Hospitality

Memorable Quotes:

"People follow people." – Raj Chakraborty

"Motivation is a multi-dimensional problem." – Charlotte Bailey

"Leadership is about treating people the way you wish to be treated." – Miles Pooley

"Motivation is both a mindset and a circumstance—it requires long-term vision and short-term action." – Charlotte Bailey

As always, our guests gave their reasons for saying I’m in to the IOH and included:-

• Networking and events
• To be involved in a significant industry Body
• To get behind the direction of the organisation
• To connect with the industry

This discussion not only delves into the depths of motivation in hospitality but also serves as a blueprint for leaders in any industry striving to inspire their teams effectively.

Host: Phil Street FIH

Guests:

• Miles Pooley FIH: CEO, Royal Air Force Club
• Raj Chakraborty FIH: Regional General Manager, Macdonald Hotels
• Charlotte Bailey AIH: Le Manoir Aux Quat’Saisons, A Belmond Hotel

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

**Join the Conversation:**

- Twitter: @IoH_Online

- Instagram: @ioh_online

- LinkedIn: https://www.linkedin.com/company/institute-of-hospitality/

Remember to subscribe, rate, and review the podcast and together we can help shape the direction of conversation!

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at [email protected]

Host: Phil Street FIH

Guest: Robert Richardson FIH, CEO of the Institute of Hospitality

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH) In this special episode of the "I'm In" podcast, Phil sat down with Robert Richardson, the CEO of the Institute of Hospitality. They discuss Robert's journey, challenges, achievements, and the strategic direction of the IOH after nearly four years in the role. The conversation also touches on the evolution of the industry, the importance of visibility, and the future goals of the organisation.

Key Learnings from this episode:

• Roberts Journey and Tenure as IOH CEO
• Major Challenges faced so far
• Achievements so far
• Key Initiatives brought in
• Evolution and Learnings
• Future Outlook

This episode provides a deep dive into the Institute of Hospitality's current strategies and future goals under the leadership of CEO Robert Richardson. Don't miss out on the insightful discussion about navigating post-pandemic challenges and fostering industry growth.

**Join the Conversation:**

- Twitter: @IoH_Online

- Instagram: @ioh_online

- LinkedIn: https://www.linkedin.com/company/institute-of-hospitality/

Remember to subscribe, rate, and review the podcast and together we can help shape the direction of conversation!

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at [email protected]

Welcome to another enlightening episode of I'm In, hosted by Phil Street FIH. As we look ahead to 2025, we dive deep into the intersection of technology, education, hospitality, and workforce dynamics.

This episode features a powerhouse trio of guests: Simon Casson FIH, CEO of Corinthia Hotels; Dr. Maria Goebbels MIH, an esteemed educator from the University of Greenwich; and Eloise Hanson AIH, the dynamic editor of Boutique Hotel News.

Overview:

2025 is just around the corner, and the hospitality industry is bracing for exhilarating advancements and challenges alike. In this episode, our esteemed panel discusses emergent trends, technological impacts, and evolving workforce expectations, providing listeners with insights to navigate the future landscape.

Key Discussions:

• Revolutionising Hospitality Through Technology
• AI in Education
• Industry Trends and Forecasts
• Workforce and Recruitment Dynamics
• The Role of Empathy and Leadership
• Navigating Economic and Political Changes

As always, our guests gave their reasons for saying I’m in to the IOH and included:-

• To be connected with the industry and its key players
• To ensure education is connected to industry
• Collaboration opportunities
• Shared Learning
• The opportunity to shape the future of Hospitality

Join us for this vibrant conversation as we anticipate the future of hospitality, technology, and education. Available now on all major podcast platforms!

Host:

Phil Street FIH

Guests:

Simon Casson FIH: CEO of Corinthia Hotels

Dr. Maria Goebbels MIH: Associate Professor – Hospitality Management, University of Greenwich

Eloise Hanson AIH: Editor, Boutique Hotel News

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

**Join the Conversation:**

- Twitter: @IoH_Online

- Instagram: @ioh_online

- LinkedIn: https://www.linkedin.com/company/institute-of-hospitality/

Remember to subscribe, rate, and review the podcast and together we can help shape the direction of conversation!

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at [email protected]

Guests:

• Tej Walia (FIH)
• Christie Hayes (MIH)
• Alesandra Beqiraj (AIH)

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

Episode Description: 

In this enlightening episode, host Phil Street FIH is joined by Tej Walia FIH, Christie Hayes MIH, and Alesandra Beqiraj AIH to dive deep into how the hospitality industry can effectively manage cultural diversity and expectations during the festive season. The discussion spans various aspects of hospitality management, from practical staff training to the importance of cultural sensitivity, adaptability, and clear communication.

Whether you're a hospitality professional or simply interested in how diverse cultures celebrate Christmas, this episode offers valuable insights and rich anecdotes from industry experts.

Why They Said "I'm In":

Tej Walia: 

Tej believes in continuous learning and embracing diversity, essential elements for thriving in the hospitality industry, His "I'm in" moment stems from his passion for fostering an environment where staff and guests alike feel they belong and are respected and believes the IOH can support that.

Christie Hayes: 

For Christie, saying "I'm in" happened almost by accident having been “Forced” to apply for the Restaurant Manager of the Year competition (which she won). She is delighted to now be part of the IOH family utilising the vast resources available to become a better leader and employee

Alesandra Beqiraj: 

Alesandra's "I'm in" came from a desire to focus on continuous learning and also to be involved in conversations shaping the industry.  In addition, she has also undertaken the mentorship programme.

Conclusion: 

In summary, this episode of "I'm In" provides an in-depth look at how hospitality businesses can navigate and celebrate cultural diversity at Christmas time. The guests' shared wisdom and experiences offer practical advice and inspiration for making the festive season inclusive, respectful, and joyous for all.

Tune in to this episode to learn how you can make your hospitality business a beacon of cultural inclusivity this Christmas season!

**Join the Conversation:**

- Twitter: @IoH_Online

- Instagram: @ioh_online

- LinkedIn: https://www.linkedin.com/company/institute-of-hospitality/

Remember to subscribe, rate, and review the podcast and together we can help shape the direction of conversation!

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at [email protected]

Host: Phil Street (FIH)

Guests:

• James McComas (FIH)
• Isabel Hargreaves (MIH)
• Harsh Sodhani (AIH)

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

Episode Summary:

In this deeply insightful episode of "I'm In", Phil and his expert guests — James McComas, Isabel Hargreaves, and Harsh Sodhani — explore the critical yet often overlooked topic of self-care. This episode dives into understanding and implementing self-care strategies amidst the busy and often demanding lives of hospitality professionals. Whether you're a seasoned veteran or new to the industry, this discussion offers practical advice to help maintain balance and productivity.

Main Topic: Self-Care Essentials for the Hospitality Industry

Our panel covered the following key points: -

• Self-accountability
• Self-awareness
• Destruction of the term “Work/Life Balance”
• Finding your joy
• Identifying your own patterns
• Saying No
• Responding to your own energy
• The business’ perspective
• Recommendations for implementing a self-care regime

Why They Said "I'm In":

• James McComas: Continues to support professional growth through the Institute of Hospitality (IoH), valuing opportunities for Continuing Professional Development (CPD) and networking. As someone who recognises the importance of connecting with industry colleagues and learning across sectors, James' "I'm in" is a testament to his commitment to both personal and professional development.
• Isabel Hargreaves: Committed to giving back to the hospitality industry through her work with IOH, Isabel is passionate about leveraging her extensive experience to support the next generation of professionals. Her "I'm in" underscores her desire to contribute to a charitable cause and ensure the continued growth and well-being of newcomers in the industry.
• Harsh Sodhani: As a frequent LinkedIn top voice and an advocate for mentorship and networking, Harsh's "I'm in" highlights the significance of professional learning and growth. Moving to the UK to expand his career, he places great value on the IoH network, which has provided him with invaluable mentorship and connections in a new country.

Thank you for tuning into "I'm In." Don't forget to subscribe, rate, and leave a review on your favourite podcast platform. Your feedback helps us continue to bring insightful and inspiring content to our listeners.

**Join the Conversation:**

- Twitter: @IoH_Online

- Instagram: @ioh_online

- LinkedIn: https://www.linkedin.com/company/institute-of-hospitality/

To learn more about the Institute of Hospitality visit https://www.instituteofhospitality.org/

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at [email protected]

In this engaging episode of I’m In, host Phil Street is joined by three more influential figures in the from within the Institute of Hospitality Membership: Chris Eigelaar FIH, Raul De Souza FIH (MIH at time of booking), and tuning in from Nigeria, Marvellous Dada AIH. Together, they explore the nuanced and compelling topic of "Invisible Reputation."

Key Discussion Points:

• What even is an invisible reputation?
• Can we control what goes into your invisible reputation?
• How do you build an invisible reputation?
• Some real-world examples of people with excellent invisible reputations
• Job roles/positions and invisible reputation
• Business and Invisible reputation
• Public v invisible reputation
• The risks of being too reliant on invisible reputation
• Invisible reputation in the digital age

In addition, our guests gave their reasons why they feel it's important to be part of the IOH: -

• Giving back to the industry
• Being supportive, generally
• Networking
• Meeting other serious professionals
• The educational resource
• To follow the international development of the Institute
• To be in a network of professionals
• To be in a community that takes professionalism seriously

The Guests

**Host:**

Phil Street FIH

**Guests:**

- Chris Eigelaar FIH, Resort Director – The Belfry Hotel & Spa

- Raoul De Souza FIH, General Manager – Hilton Bankside

- Marvellous Dada AIH, President TMD Brand

Join us for a rich discussion filled with wisdom, experience, and actionable insights that can help you foster a resilient and impactful presence in the hospitality industry.

**Join the Conversation:**

- Twitter: @IoH_Online

- Instagram: @ioh_online

- LinkedIn: https://www.linkedin.com/company/institute-of-hospitality/

Remember to subscribe, rate, and review the podcast and together we can help shape the direction of conversation!

To learn more about the Institute of Hospitality visit https://www.instituteofhospitality.org/

For any feedback on the show or to put yourself forward as a future guest, please contact Phil Street directly at [email protected]

In this insightful episode of I'm In, Phil delves into the crucial topic of absence management in the hospitality industry. Joined by industry experts Daniel Barnes FIH, Basel Jabri MIH, and Marlyn Brunke AIH, the discussion sheds light on the multi-faceted challenges and strategies involved in managing employee absenteeism effectively.

**Key Discussion Points:**

• The most significant impacts of absenteeism
• How these can be mitigated
• How to get on top of absenteeism
• Pre-Openings
• Well-Being
• The role of leadership
• Self Leadership
• Onboarding
• Adaptability
• Data Recording and Tech
• The Non negotiable fundamentals

In addition, our guests gave their reasons why they feel it's important to be part of the IOH: -

• Wanted to be part of a world leading body
• Networking
• Mentorship
• Knowledge exchange
• To be involved in career days
• Learning best practise
• To get involved in the Youth Council

Join Phil and his expert guests as they navigate the complexities of absence management in hospitality, offering practical insights, strategies, and the latest technological innovations to enhance team dynamics and business success.

The Guests

**Host:** Phil Street FIH

**Guests:**

- Daniel Barnes FIH, Founder and Managing Director of Flourish Hospitality

- Basel Jabri MIH, Head of Human Resources at the Canopy by Hilton, London City

- Marlyn Brunke AIH, House Manager at Lanesborough Hotel

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Don’t miss this episode packed with expertise and actionable advice for managing and improving absence policies in your hospitality business!

**Join the Conversation:**

- Twitter: @IoH_Online

- Instagram: @ioh_online

- LinkedIn: https://www.linkedin.com/company/institute-of-hospitality/

Remember to subscribe, rate, and review the podcast and together we can help shape the direction of conversation!