This Podcast is Sponsored by Leonardo Hotels UK & Ireland

https://www.leonardohotels.co.uk/

Host:

Phil Street FIH

Guests:

● Michael Kill FIH (CEO, Nighttime Industries Association)

● Emma McClarkin OBE FIH (CEO, British Beer and Pub Association)

● Robert Richardson FIH (CEO, Institute of Hospitality)

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

CEO Collaboration: Why Working Together is the Key to Hospitality’s Future

In an extraordinary episode, Phil brought together the CEOs of three major forces in the UK’s hospitality landscape: the Night time Industries Association, the British Beer and Pub Association, and the Institute of Hospitality. With Michael Kill FIH, Emma McClarkin OBE FIH, and Robert Richardson FIH at the table, this conversation dives deep into what true, meaningful collaboration looks like, and why it’s more important than ever.

With each guest representing different corners of a vibrant, interconnected ecosystem, this episode is brimming with practical insight, candid stories, and actionable ideas for anyone passionate about hospitality’s future.

In this episode, we discuss:

• What each trade association does and why their work is so intertwined
• How mutual respect and honesty fuel successful collaborations
• Case studies of policy wins, and challenges, in an ever-changing landscape
• The risks of working in silos and the power of presenting a united industry voice, especially to government
• How cross-sector collaboration amplifies member benefits, learning opportunities, and innovation
• Real-world examples of sharing data, resources, and best practices to drive change
• Why supporting people, at every career stage, is central to the industry’s growth
• Key lessons from the pandemic about solidarity, resilience, and the human side of hospitality
• The critical role of association teams, and why their work behind the scenes should never be underestimated

Outstanding Quotes from the Episode:

“If you think of this as an orchestra, we each play different instruments, but together we improve the whole.” – Robert Richardson

“The weakness of the industry comes in disparate voices... but a collective position is much harder to disregard.” – Michael Kill

“We are all part of ensuring that we have a really strong sector, a really strong nighttime economy, and it’s something we really have to fight for.” – Emma McClarkin

“There’s no one organisation that represents the entire sector. But collectively, we are an industry.” – Michael Kill

“You can’t have success and progress without collaboration.” – Phil Street

Join the Conversation

Website: https://www.instituteofhospitality.org/

Twitter/X: @IoH_Online

Instagram: @ioh_online

LinkedIn: Institute of Hospitality

Tune in now for a behind-the-scenes look at how real collaboration happens at the top, and what it means for every professional in hospitality.

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

I'm In Special – The Institute of Hospitality’s Official Podcast in association with the Hotel Management and Tourism Institute Switzerland (HTMi)

Podcast Sponsored by: LeonardoHotels UK & Ireland

Host: Phil Street FIH

Guests:

• Sofia Muchova
• Jane Kalenichenko
• Ali Alkubaish
• Patricia Cobasnean
• Ciprian Voinea

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

Hands Across the Water: Opportunities and Challenges for International Students

In this special edition of the Institute of Hospitality's official podcast, host Phil Street is joined by a dynamic group of past and present students from the Hotel and Tourism Management Institute of Switzerland (HTMi). This episode dives deep into the experiences, opportunities, and challenges faced by international hospitality students today.

From cultural integration to leveraging technology, this conversation is full of insights and practical advice for students and industry professionals alike.

In This Episode, We Discuss:

• The appeal of hospitality education at HTMi and its unique offerings
• Real-world experiences and how internships play a crucial role in a student's career development.
• Navigating cultural differences and the power of adaptability in the hospitality industry.
• Current challenges in the industry, including the rise of AI and environmental concerns.
• The importance of soft skills, networking, and being open to global opportunities.

Why Our Guests Said, “I’m In!” and chose the HTMi to start their career in hospitality

Sofia: Passionate about hospitality's blend of luxury and personal interaction, Sofia chose HTMi for its strong reputation and real-world learning approach.

Ciprian: With a 14-year career in hospitality, Ciprian sees the value in HTMI's connections and hands-on learning, which set the foundation for his successful career so far.

Jane: Drawn by the international nature of hospitality and the stunning location of HTMi, Jane appreciates the dynamic and multicultural environment of the industry.

Ali: Aiming to align his career with Saudi Arabia's vision for hospitality, Ali values the extensive internship opportunities and practical experience offered by HTMi.

Patricia: From high school jobs to professional growth, Patricia sees HTMi as a place that shapes both personal and professional development.

Outstanding Quotes from the Episode:

• "The industry needs to think differently. Co-leadership and job-sharing could be the future of hospitality leadership." – Ali
• "Be empathetic. Embrace cultural diversity and develop strong networking skills." – Ciprian
• "Master the soft skills such as empathy, communication, because this is actually a universal language for the industry." – Jane

To learn more about the HTMi, visit their website at https://htmi.ch/

Join the Conversation:

Twitter/X: @IoH_Online

Instagram: @ioh_online

LinkedIn: Instituteof Hospitality

Tune in to explore the future of hospitality through the eyes of international students poised to lead the industry forward!

We’d love your feedback!

Want to share your thoughts or put...

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...

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 phil.street@instituteofhospitality.org

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:

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 phil.street@instituteofhospitality.org

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 phil.street@instituteofhospitality.org

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 phil.street@instituteofhospitality.org