In this episode of the say86 Podcast, Tim takes a closer look at how restaurants really make money and why a busy dining room does not always mean a profitable business. Using a £100 restaurant bill as the starting point, he follows where the money actually goes, from VAT and ingredients to wages, rent, utilities, technology and the countless smaller costs that quietly shape the success of a restaurant.

The episode also explores why empty seats matter, how menus are designed, the difference between genuine hospitality and simply selling more, and the common mistakes that can undermine an otherwise popular business. Drawing on more than thirty years in the industry, Tim explains what the strongest operators do differently and why understanding the numbers is just as important as delivering great food and service.

Ultimately, this is not only an episode about restaurant profit. It is about the people, planning, leadership and attention to detail behind every meal. Whether you work in hospitality, dream of opening your own restaurant or simply enjoy eating out, this episode will change the way you look at the bill, the menu and everything happening behind the scenes.

How did one small bean become one of the most influential products on Earth? In this episode of the say86 Podcast, Tim explores the extraordinary story of coffee, from its legendary beginnings in the forests of Ethiopia to the London coffee houses that helped shape modern business, journalism and global trade.

The episode follows coffee’s journey from mountainside farms to the cups we drink every day, uncovering the people, craftsmanship and complex global supply chain behind every brew. Tim also looks at how brands such as Starbucks, Costa and Caffè Nero transformed coffee into a lifestyle, before independent roasters introduced a new generation to speciality coffee, provenance and flavour.

This is much more than the history of a drink. It is a story about hospitality, innovation, culture, economics and human connection, while also exploring the challenges facing coffee today, including climate change, rising prices and changing consumer expectations. Pour yourself a cup and discover why coffee has never really been about coffee alone.

In this episode of the say86 podcast, Tim speaks with actor, coach, speaker and Metaforyou founder Terence Leclere about his journey through acting, immersive theatre and human experience design. Terence explains how acting gave him a deeper understanding of presence, confidence, doubt and the human need to feel seen, while also sharing some brilliant stories from his work across film, television, theatre and major immersive events.

A large part of our conversation explores the striking similarities between actors and hospitality professionals. Both have to read the room, adapt in the moment, communicate through body language and create an experience that feels natural, even when a huge amount of preparation has taken place behind the scenes. Terence talks about the methodologies behind truthful performance, including improvisation, imaginary circumstances and the importance of being present rather than simply trying to appear perfect.

We also discuss authenticity, service, artificial intelligence and why genuine human connection may become even more valuable as technology advances. From working with hotel teams and bartenders to helping create experiences for major entertainment brands, Terence shares some fascinating lessons about making people feel welcome, understood and part of something. It is a conversation that will resonate with anyone who has ever worked on the floor, led a hospitality team or understood that great service is not simply about what you do, but how you make people feel.

www.terenceleclere.com

Why would anyone open a restaurant when costs are rising, margins are tightening and the industry demands relentless commitment? In this episode of The Business of Hospitality, Tim Mills explores the emotional pull that continues to draw chefs, families, entrepreneurs and investors into one of the toughest, and most rewarding businesses in the world.

Drawing on a lifetime in hospitality, Tim shares the lessons that rarely appear in textbooks: service is what you do, hospitality is how you make people feel; consistency matters more than occasional brilliance; and the strongest businesses are built on trust, curiosity, calm leadership and hundreds of small decisions made well. He also examines the real challenges facing operators, from recruitment and burnout to supplier relationships, technology, profitability and the danger of building a business that only works when the owner is present.

Ultimately, this is an honest but optimistic look at why restaurants still matter. They create jobs, support communities and become the backdrop to some of life’s most important moments. Whether you already work in hospitality or dream of opening your first venue, this episode is a reminder that you are not simply serving food—you are building a team, earning trust and creating a place where memories are made.

Technology is transforming hospitality faster than ever. From AI and self-service kiosks to QR code ordering and digital menus, innovation is reshaping the way operators run their businesses and the way guests experience them.

In this episode of the say86 Hospitality Podcast, Tim explores one of the industry’s most talked-about questions: Are we replacing hospitality with technology? Rather than debating whether technology belongs in hospitality, the conversation focuses on where it genuinely adds value, where it creates unnecessary friction, and how operators can strike the right balance between efficiency and the human experience.

Drawing on the perspectives of operators, suppliers, technology providers and customers, this episode examines the commercial pressures facing hospitality today while reminding us that memorable experiences are still built around people. It’s a thoughtful discussion about the future of hospitality and why the best technology should always support great service, never replace it.

In this episode of the say86 Podcast, Tim is joined by Helen von Dadelszen, communication coach, speaker, vocal trainer and founder of Present Potential. Drawing on a unique background spanning theatre, HR, recruitment and coaching, Helen shares practical insights into building confidence, finding your authentic voice and communicating with greater impact in both business and life.

Together, they explore the relationship between confidence and courage, why so many capable people struggle to speak up, and how small, consistent actions can transform the way we present ourselves. Helen also discusses the importance of vocal presence, overcoming nerves, public speaking, leadership communication and the role authenticity plays in creating meaningful connections.

Whether you’re a founder, hospitality operator, supplier, leader or someone looking to communicate more effectively, this conversation is packed with practical advice, simple techniques and powerful takeaways to help you show up with greater clarity, confidence and influence.

In this episode of the say86 Hospitality Podcast, Tim is joined by Joshua Altman, founder of Beltway Media, to discuss why communication has become one of the most important yet overlooked drivers of business success. Drawing on his background in journalism and strategic communications, Joshua explains why so many businesses struggle to articulate what makes them different and why clear, simple messaging is often a competitive advantage in itself.

The conversation explores trust, reputation and storytelling, particularly within hospitality, where emotional connections often matter more than products or services alone. Joshua shares his views on founder visibility, personal branding and LinkedIn, explaining how business leaders can build credibility, connect with audiences and communicate value without sounding overly promotional.

Tim and Joshua also discuss crisis communications, artificial intelligence and the future of business messaging. While AI is transforming how organisations create content, Joshua argues that authenticity, trust and human storytelling will become even more valuable in an increasingly automated world. The episode offers practical insights for hospitality operators, entrepreneurs and business leaders looking to strengthen their communication, build stronger brands and create lasting commercial advantage.

Jeff Tonidandel and Jamie Brown, founders of the Tonidandel-Brown Restaurant Group, join the say86 podcast to share the journey behind building one of the most respected independent hospitality groups in the U.S. Starting with just 11 tables, they’ve grown into a collection of award-winning concepts, including Supperland, by combining strong commercial thinking with a clear vision of what great hospitality should feel like.

With MBAs and over 15 years of experience, Jeff and Jamie offer a grounded perspective on scaling a business without losing its identity. The conversation explores how they’ve approached growth, the importance of having a clear purpose behind each concept, and the realities of running a multi-site operation while maintaining consistency and quality across the board.

They also speak openly about leadership, decision-making, and the unique dynamic of building a business as a husband-and-wife team. It’s an honest and practical discussion on what it takes to create something that lasts in hospitality, with insights that apply far beyond the industry itself.

In this episode of Hospitality Mavericks, Tim sits down with Priya Dua, CEO of Arkive PR, to explore how strategic storytelling, brand positioning and authentic communication are shaping the future of hospitality.

Priya shares her journey into public relations, the lessons learned from building a successful agency, and why the most effective brands focus on genuine human connection rather than simply chasing visibility. The conversation covers the differences between PR and marketing, the importance of crisis management, the growing influence of social media, and how hospitality businesses can build trust in an increasingly digital world.

Tim and Priya also discuss the impact of AI on communications, why authentic storytelling matters more than ever, adapting marketing strategies for Generation Z, and how hospitality leaders can balance technology with the human touch that remains at the heart of great guest experiences.

In this episode of the say86 Hospitality Podcast, Tim sits down with Matt Ferebee and Josh Lane, co-founders of FerebeeLane, to explore the real role branding plays within modern hospitality. With experience working with globally recognised luxury and lifestyle brands, including Le Creuset, we move beyond logos and interiors to the emotional connection, storytelling, and consistency that define memorable guest experiences.  

Across the episode, Matt and Josh discuss how hospitality brands can create stronger customer loyalty through clarity of purpose, operational alignment and authentic storytelling. The discussion covers everything from luxury guest expectations and hotel culture through to leadership, experience design, commercial performance and why some beautifully designed hospitality businesses still fail to connect with guests.  

The episode also explores the future of hospitality, including AI, technology, personalisation, and the growing importance of human connection in an increasingly automated world. This conversation offers insights for operators, hotel owners, restaurateurs, and hospitality leaders on how strong brands build trust, pricing power, and long-term relevance in a competitive market.