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.

Maria McCann’s story is pure hospitality - starting as a trainer at Hard Rock Café, stepping up through The Living Room, helping launch Shake Shack into the UK, and now shaping the next chapter of Blacklock. We talk about what it takes to grow a brand with heart and soul, leading from the floor up, and how she’s kept that same love for service through every stage of her career.

Matt Grimshaw, the founder of Youda and a passionate pub snack enthusiast, joins us to discuss everything from bar snacks and bots to the future of AI in hospitality. The conversation covers topics ranging from pork pies to prompt engineering, exploring how AI agents could play a role in running your business in the near future. A must-listen for anyone curious about how AI can genuinely benefit the hospitality industry.

Natasha Waterfield’s career doesn’t follow the usual path - from starting in the engineering industry to HR, then on to both the People director and COO seats at The New World Trading Company. We talk about what really happens when you move from the people team to the operations floor, how leadership changes when you’re the one making the calls, and why she’s always wanted to be where it actually happens - not just supporting from the side.

This one’s just us – Travis and Tom – no guest, no script, just a proper chat. We go back to where it all started – our own routes through hospitality – and talk honestly about what shaped us as operators. We unpack what being a “proper operator” really means, and why that phrase still resonates. It’s part reflection, part therapy, and part reminder that great operations is still about people, pride, and getting the details right – whether it’s ice, blue roll, or how you show up for your team.

Dani El Zein’s career has zig-zagged through worlds most people never bridge — banking, fine dining, and now hospitality tech used in over 3,000 locations globally. We get into how his financial brain meets his operator heart, what happens when you scale premium restaurants, and how that led him to build software operators actually want to use. It’s part strategy, part storytelling… and part proper inventory geekery. Wait until you get to the bit about over-portioning mushrooms and matcha. Shoutout to - Supy.io - The Data-Driven Inventory Management Software - Cut Costs, Reduce Waste, & Maximise Profits In Your Multi-Branch Hospitality Business.

We planned to open with a “what this podcast is about” intro. Then we sat down with Bruce Isaacs and changed our minds. Bruce has lived four decades of UK hospitality - starting before casual dining existed, converting pubs into all-day brasseries, co-founding Ed’s Easy Diner, and later diving into learning tech and AI. The stories are huge, the lessons are practical, and the energy is pure Bruce! This is an operator’s masterclass disguised as a conversation.

Produced by Elliott Mckay.

Recorded at 21 Soho.