In this episode we get into Tom's new site, the chaos of opening over Easter, and why the "river of operations" pulls even experienced operators under.

We talk Whitbread, Pizza Express, Franco Manca and why pubs are holding up while mid-market casual dining isn't.

And Travis shares what came out of the recent Ops Club's Q1 margins session.

In this episode, Travis and Tom get into the changing vibe of a well-known London pizza spot, and what it says about the gap between a great concept launch and operational reality.

They talk AI in hospitality - slow booking response times, stretched sales teams, and whether tech is the answer to an ongoing problem in the industry.

And they get into the economics of a pint. Guinness pricing, supply chain squeezes, and a nifty tool called Percy that could save independents serious money.

In this episode we get into the AI tool that's finally going to get Tom's website sorted, and why hospitality operators are still only scratching the surface with technology.

We talk about Stonegate, BrewDog. And whether knowing when to sell is the most underrated skill in the industry.

In this episode we get into why empowering GMs unlocks better performance, how technology can fix the broken bookings experience, and what transparent communication from boardroom to ground level actually looks like. We also talk about BrewDog and Leon. And we ask why the industry is still so uncomfortable talking about money.

In this second episode with Paulo de Tarso, we go deeper into what it really takes to build and sustain a culture of excellence in hospitality. Paulo shares his philosophy on team care - why feeding your staff well, training them thoroughly, and leading with empathy aren't just nice ideas, but the foundations of a great restaurant.

We explore the realities of opening a restaurant, how to maintain high standards without creating a culture of fear, and why mistakes should be treated as moments for learning rather than failure. Paulo reflects on the role of mentorship and observation in developing people, and how the best service moments come not from rigid process but from genuine human connection.

Warm, honest and full of hard won wisdom, this conversation is a reminder that hospitality at its heart is about people looking after people.

In this premiere episode we sit with Paulo de Tarso, a distinguished hospitality leader whose journey spans continents and iconic restaurants. We trace how his early start in New York and Los Angeles shaped his passion for hospitality, what the role of a maître d’ really involves – from welcoming guests and managing front-of-house teams to creating memorable service moments – and how that skillset propelled him into London’s fine-dining scene. Paulo reflects on key moments at The Wolseley, Scott’s Mayfair and Bar Boulud, where he worked with names like Daniel Boulud and built a reputation that would define his approach to service excellence.