Guests: Emma Sharma, Meghan Ellis Smith, Fernando Odio, Chelsy Rafael, Isabelle White – aka Team Zenith

Host: Phil Street

What’s Inside:

• The Edge Hotel School students who beat the Swiss at their own game
• From cruise ship dreams to CEO goals
• The EM Cup – Europe’s most competitive hospitality battle
• Public speaking disasters, bonding breakthroughs, and backstage mind games
• How Team Zenith went from forgotten intro to unforgettable champions
• A story of belief, banana-shaped confidence curves, and near-chokehold celebrations

Topics Covered:

• How each student found their way to hospitality (spoiler: not one dull route)
• Why public humiliation at a student conference was actually a blessing
• What it takes to pitch to 500 people and survive a Dragon’s Den Q&A
• The intense selection process (TikToks, debates, interviews – they did it all)
• The Triangle Hands legend and branding brilliance of Team Zenith
• Why realistic ideas beat Swiss-level fantasy pitches

Highlight Moments:

• “Alex said if we didn’t win, he’d quit his job.”
• “We told the other teams we had no idea what we were doing. Classic mind games.”
• “I said we were going to win… but I completely forgot my lines!”
• “Winning felt amazing. Nearly died from a celebratory hug, but amazing.”

A massive thank you to the Edge Hotel School (And previous guest Adrian Martin) for setting this up. Hospitality Meets sends heartfelt congratulations to Team Zenith for this extraordinary achievement

Enjoy!

Episode Summary:

In this lively and insightful episode of Hospitality Meets, I sit down with the incredible Bernadette Gilligan, General Manager of Conrad London St. James. From humble beginnings in hospitality to leading one of Hilton’s most prestigious luxury hotels, Bernadette shares her journey with humour, wisdom, and a few unexpected twists along the way.

Expect career-defining moments, leadership insights, and a deep dive into the camaraderie that makes hospitality such a unique industry. Plus, find out why she turned down The Ritz, what it’s like to host Ed Sheeran’s afterparty, and how she once had to evacuate an entire hotel in the middle of a crisis!

Key Takeaways:

• The Hospitality Bug Starts Early – Bernadette's love for hotels began at just six years old, inspired by her father’s work in the industry.
• Lessons from a Hairdressing Salon – Her mother’s business taught her the importance of customer service, loyalty, and front-of-house charisma.
• Leadership & Crisis Management – The day the power went out at Hilton Manchester Deansgate, and how teamwork saved the day.
• The Power of Camaraderie in Hospitality – How competition takes a backseat when the industry comes together.
• Hosting Icons & Learning from the Best – From Ed Sheeran’s afterparty to rubbing shoulders with football legends.
• Hospitality as a Career Choice – Why it’s an industry full of opportunity for those with passion and drive.

Memorable Quotes:

"Sometimes you're not there for the job—you’re there for something else. You just might not know it yet."

"I grabbed my lipstick, two phones, and my keys—and that was the last time I saw my office for two days."

"We all try to grasp control of our destiny, but stuff happens. You just have to roll with it."

"Hospitality allows you to build a serious career while having an awful lot of fun."

Connect with Us:

Like what you hear? Subscribe to Hospitality Meets for more inspiring stories from industry leaders!

Final Thoughts:

Bernadette’s story is a testament to the power of determination, adaptability, and the human connection that makes hospitality truly special. Whether you’re in the industry or just love a great career story, this episode is packed with insights, laughs, and a reminder that hospitality is more than just a job—it’s a way of life.

The Guest

General Manager at Conrad London St. James, Bernadette has worked for Hilton since 1990 (2-year break ’95-’97) and has always been based in UK. Her first General Manager role was at Hilton York in 2001. Her favourite assignments have been opening Hilton Manchester Deansgate as the General Manager in 2006 (Her hometown) and turning around the fortunes of the newly opened Hilton London Wembley in 2014. Bernadette feels she has been very fortunate in her career as hospitality offered her so many growth opportunities. It is truly a fantastic industry to be part of.

Show Partners

A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to

In this lively and laugh-filled episode of Hospitality Meets, I sat down with John Herity, Club Operations Manager at The Caledonian Club in London. From his accidental start in hospitality to tales of Burns Night feasts and Scottish banter, John's journey is a testament to adaptability, tradition, and keeping your cool in high-pressure situations.

Expect stories of butlering for the elite, dodging dodgy chicken, and navigating the world of private members' clubs with a mix of humour and hard-earned wisdom. If you’ve ever wondered what it takes to thrive in hospitality while keeping the fun alive, this episode is for you!

The Accidental Career: How John found his way into hospitality (spoiler: it involved a necessity rather than a plan!)

Banter & Burns Nights: Running a Scottish institution in London, plus a deep dive into the economics of haggis

The Art of Adaptability: Lessons from private clubs, corporate dining, and high-end butlering

Crisis Management: The time John refused to serve a risky chicken dish

Full Circle: From Glasgow to London, redundancy to return—why John keeps coming back to The Caledonian Club

✔️ Hospitality is everywhere – From banks to private clubs, the impact of great service goes far beyond restaurants and hotels.

✔️ Tradition matters – Whether it’s Burns Night or butler etiquette, preserving heritage can be good for business.

✔️ Details make the difference – From perfectly polished shoes to getting coffee service just right, hospitality is all about the little things.

✔️ Reputation is everything – Skills can be learned, but how you handle yourself (and your team) will define your career.

✔️ Stay adaptable – Whether it’s a vending machine mishap or a last-minute event flip, problem-solving is a hospitality superpower.

🗣️ “If you're about to invest £10 million and they can’t get the tea and coffee right, what does that say about the rest of the business?”

🗣️ “There's no such thing as just a waiter, just a barista, or just a tea and coffee service. That’s where business happens.”

🗣️ “I wasn’t about to serve that chicken and end up on the news. Not on my watch!”

🗣️ “Hospitality is the unsung hero of history. Deals, diplomacy, and celebrations all happen over food and drink.”

This episode is a masterclass in the art of hospitality—packed with humor, wisdom, and a healthy dose of Scottish charm. Don’t miss it!

🎧 Tune in now and let the storytelling begin!

The Guest

John Herity is the Club Operations Manager of the Caledonian Club in London

LinkedIn - https://www.linkedin.com/in/john-herity-cmdip-mih-275b58b5/

Show Partners

A big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams.

RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.

It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.

Try RotaCloud’s time-saving tools today by heading to