Hospitality Meets... with Phil Street

Phil Street
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Hospitality Meets is a weekly podcast that explores the stories and journeys of people from all walks of life in the hospitality industry. Host Phil Street talks to everyone from founders and chefs to hotel general managers and restaurant managers, as well as engineers, designers, financiers, and even politicians. Through these conversations, Phil showcases the sheer diversity of opportunity that exists within hospitality, and the fun you can have along the way. He also shares insights into the latest trends and challenges facing the industry, and gives listeners a behind-the-scenes look at some of the most exciting and innovative businesses in hospitality. If you're interested in a career in hospitality, or if you're simply curious about the world of hospitality, then Hospitality Meets is the podcast for you. Join Phil for a weekly dose of inspiration, insight, and humor. This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

  1. Hospitality Meets Simon Casson - The Boy They Called a Failure

    2025-12-24

    Hospitality Meets Simon Casson - The Boy They Called a Failure

    To watch this episode, head to https://youtu.be/tMghGC2VZMo This week, we’re in one of the stunning bedrooms at Corinthia London, talking to a man whose story genuinely feels like a film. Simon Casson, now CEO of Corinthia Hotels and former President EMEA at Four Seasons, was once told at 15 that he was a failure, that his education was over, and that he should “learn to fix cars or join the army” He went home devastated. His mum came back from a bar shift, wrapped her arms around him and said: “Simon, you’re special. You’re going to be a leader of men. You’re going to achieve great wealth and success. And I believe in you” From washing dishes and sleeping in a room above a local restaurant… to becoming the youngest GM in Four Seasons… to running 45 hotels and 17,000 people… to now leading Corinthia’s push to “challenge luxury’s usual suspects” - this is a story of belief, graft, failure, and a very people first kind of success. In This Episode “You’re a failure” at 15 – the careers officer, the crushing conversation, and the one sentence from his mum that changed everythingDishes, cheap digs & cheap labour – washing up, living above the restaurant, then a “management training scheme” that was really just doing every job in the hotel (and secretly the best education imaginable)Castles, chefs & the Four Seasons bug – being spotted by Kit Chapman at The Castle at Taunton, working alongside a young Gary Rhodes, and being introduced to Four Seasons as “the greatest hotel company in the world”From managing to leading – the early disaster as Room Service Manager at Four Seasons London and the moment it all changedWashington, Doha, Dubai & beyond – Clinton era D.C., meeting heads of state and celebrities, becoming the youngest Four Seasons GM in Doha, opening hotels in the Middle East and Africa, and eventually becoming President for Europe, Middle East & AfricaSacrifice, anxiety & imposter syndrome – missing chunks of his kids’ childhood, hiding the fact he had no degree, and learning that pressure, doubt and growth often live in the same roomThe “second mountain” – stepping away after 35 years at Four Seasons, retreating to a farm in Croatia, and then being courted by global brands before choosing Corinthia as the place to write his next chapterCorinthia’s new chapter – why London was transformational, how New York became “the star of the Met Gala”, and what it really means to be a “true contender” in global luxury Stand-Out Quotes “When the whole world’s saying, ‘No, you can’t,’ you really just need one person to say, ‘Yes, I believe in you. You can.’” “We’re all masters of our own destinies. We all have to polish our own diamond.” “Leadership has to be rooted in humanity. It has to be rooted in kindness. It has to be anchored in really caring about people’s...

    1h 9m
  2. Hospitality Meets James McComas - Naked Guests, Flooded Bars & Leadership

    2025-12-17

    Hospitality Meets James McComas - Naked Guests, Flooded Bars & Leadership

    Every now and then, an episode arrives that contains everything we love about hospitality: chaos, heart, humour, problem solving… and at least two stories involving naked guests. This week Phil chats with James McComas FIH, General Manager of Eastwell Manor, part of the Champneys Group. At 6'5", James is one of the tallest men Phil knows — which, as it turns out, comes with unexpected job perks But behind the laughter sits a deeply thoughtful leader with a wonderfully varied hospitality journey: from growing up on army bases and falling into hotels at 15, to adventuring across the US, spending five transformational years in New Zealand, then returning to the UK to run heritage properties, country houses and boutique hotels. In This Episode How James went from growing up on army bases to discovering hospitality at 15 and never looking backWild stories from Colorado and the early years, including saunas and frat partiesFive transformative years in New Zealand and the cultural lessons that shaped his leadership styleThe messy, brilliant reality of becoming a GM, including sewage explosions, fires, and emotional hospitalityLife at Eastwell Manor today: heritage charm, low doorframes, and why tall GMs are secretly maintenance heroesMore than his fair share of nudity exposure Stand-Out Quotes “The absence of criticism is not the same as the provision of support” “You almost can’t be wrong — because in that moment, you don’t yet know what ‘right’ is” “Everywhere I’ve worked, I’ve come away grateful for what I’ve learned” “These stories balance out the tough days — they remind you why we do this” Why Listen This episode is everything hospitality really is: funny, unpredictable, emotional, human, and a lifelong learning journey. James brings: Sharp leadership insightReal talk about stepping up to GMIncredible travel storiesA deep appreciation for culture and peopleTwo of the best hotel anecdotes ever recorded And behind the humour is a leader who genuinely loves this industry, and shows you exactly why Enjoy! Show Partners A big shout out to the first of 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 https://rotacloud.com/phil Also, a massive shout out to our new show partners Apron Running a hospitality business means juggling endless payments - from suppliers to staff - all while keeping cash flow in check. That’s where Apron helps. With Apron Bill Pay, you can manage every supplier payment in one place, approve and schedule bills, and sync automatically with Xero or QuickBooks. And with the Apron Card, your team can spend easily while you stay in control - and earn rewards on every purchase. Learn more at getapron.com. This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

    51 min
  3. Hospitality Meets Tom James - Ego at the Door, People at the Centre

    2025-12-10

    Hospitality Meets Tom James - Ego at the Door, People at the Centre

    If you’ve ever wondered what happens when you mix hustle, humility, a bit of chaos, and a moment of pure stage-fright… this episode has you covered. This week, I sat down with Tom James, Managing Director of Bill’s Restaurants, and a man whose career has taken him from glass collector to running iconic hospitality brands with a detour involving an incident with Jamie Oliver. Is that really his name? it’s every bit as painful and glorious as it sounds. But beyond the comedy gold, Tom brings serious insight on leadership, culture, brand evolution, and the real work behind transforming a casual dining business in a turbulent market. In This Episode The 16 year old glass collector who instantly fell in love with the buzz of hospitalityWhy hospitality should count as national serviceThe mentor who changed Tom’s life and convinced him to skip his degree for a bar manager job at 20Becoming a General Manager at 24 and the power of someone seeing potential in you before you see it in yourselfForgetting everything you think you know when joining a new business (and why it matters)The Padstow Hotel summer that taught him more in four weeks than the entire year beforeWhy casual dining’s old “playbooks” no longer work in a market that changes every two monthsHow Bill’s rebuilt its identity, doubled EBITDA, and refocused the business around culture, data and genuine hospitalityWhy six out of ten experiences are basically an invitation to try somewhere else Stand-Out Quotes “You’ve always got to find a way. The failures… what are the learnings? How can I do it better?” “The nicest, kindest, most generous man I’ve met in hospitality is Bill — he’s still our cultural benchmark.” “Six out of ten is saying: try somewhere else next time.” “The best loyalty comes from emotional connection — not discounting.” “I learned more in four weeks running that hotel than in the entire year before.” Why Listen This episode is a masterclass in: Leadership without egoCulture-driven transformationBrand identity in a challenging marketThe messy, human, hilarious reality of hospitality And above all, Tom’s story is a reminder of why this industry is so special: it takes good people, stretches them, teaches them, shapes them — and occasionally gives them stories they’ll never, ever live down. Including Jamie Oliver Show Partners A big shout out to the first of 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 https://rotacloud.com/phil Also, a massive shout out to our new show partners Apron Running a hospitality business means juggling endless payments - from suppliers to staff - all while keeping cash flow in check. That’s where Apron helps. With Apron Bill Pay, you can manage every supplier payment in one place, approve and schedule bills,...

    1h 2m
  4. Hospitality Meets Gemma McFall - The Brain Behind Your Pain

    2025-12-03

    Hospitality Meets Gemma McFall - The Brain Behind Your Pain

    This week, we’re talking about something every hospitality person knows all too well: pain. Back pain. Neck pain. Shoulder pain. “I’ve been on my feet for 14 hours” pain. But what if… most of it isn’t actually coming from your body? Enter Gemma McFall (Gemma McFall – Pain Reprocessing Therapist)— Chronic Pain Recovery Coach, former hotel HR leader, Disney alum, and the only person whose first hospitality shift involved covering herself in six bowls of soup. A true industry baptism. 😂 Gemma lived with debilitating chronic pain for ten years — through hotels, homeworking, young kids, and long haul flights — before discovering the science that completely changed her life. Now, she helps hospitality people understand the one thing no one ever told us: 👉 Pain is created in the brain — and it can be unlearned. In This EpisodeThe hospitality origin story involving Leicester Tigers and soupHow her dream career turned into years of chronic painWhy perfectionists, overthinkers & people-pleasers are most at riskThe science of pain: threat systems, predictive coding & fear loopsThe moment she realised nothing was “structurally wrong”What actually works — education, evidence logs, emotional awarenessWhy chefs, servers and managers often misattribute pain to the jobHow leaders can spot pain patterns in their teams Gemma’s stand-out lines “Pain becomes a learned response — it’s predictive coding” “Being old doesn’t equal being in pain” “The smartest people have the worst pain” “People get used to being in pain. It becomes a way of being” Why ListenIf you’ve ever blamed your job, your shoes, your mattress or your age for your aches, this episode will change your thinking completely. It’s funny, practical and properly eye-opening. A genuine life-upgrade episode. Show Partners A big shout out to the first of 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 https://rotacloud.com/phil Also, a massive shout out to our new show partners Apron Running a hospitality business means juggling endless payments - from suppliers to staff - all while keeping cash flow in check. That’s where Apron helps. With Apron Bill Pay, you can manage every supplier payment in one place, approve and schedule bills, and sync automatically with Xero or QuickBooks. And with the Apron Card, your team can spend easily while you stay in control - and earn rewards on every purchase. Learn more at getapron.com. This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

    47 min
  5. Hospitality Meets Jacu Strauss - Creating Stories in Space

    2025-11-26

    Hospitality Meets Jacu Strauss - Creating Stories in Space

    This week, I sat down with Jacu Strauss, Architect, Designer and Creative Director of Lore Group - the team behind iconic hotels like Sea Containers London, Pulitzer Amsterdam, Riggs Washington DC, Lyle, and 100 Shoreditch. Jacu’s journey is extraordinary From growing up in the Kalahari Desert, dreaming up imaginary worlds, teaching himself to draw and paint, and spending Christmases in his grandfather’s 20 room desert hotel… to studying architecture at the Bartlett, landing a role with Tom Dixon, designing Sea Containers having never done a hotel before, and ultimately shaping some of the most distinctive hotels on the planet. This is creativity, curiosity, and courage in its purest form. In this episode, Jacu and I dive into… Growing up in the Kalahari and learning to “create his own world”How a childhood surrounded by nature, storms and stars shaped his visual imaginationBecoming an architect… in the middle of the 2008 crashJoining Tom Dixon’s studio and learning the power of storytelling in designWinning the pitch for Sea Containers London without ever having designed a hotel beforeWhy hospitality is the ultimate playground of art + scienceHow he builds hotels where guests write their own storiesThe importance of imperfection in design (“interiors should be about people”)Why comfort beats everything — “great bed, great shower, great materials”The unseen touches behind Lore Group hotelsHis philosophy on reducing waste, reusing buildings, and designing sustainablyHow to design when everyone has an opinion - and why the question “Why are we doing this?” matters more than anythingCreativity, boundaries, and the real joy of experimentationThe culture required to make creative teams flourish rather than fear mistakes Quotes from Jacu “I grew up in the Kalahari Desert… I had to create my own world” “Creativity is just problem solving” "Attitude is everything” “You can’t fool people in a hotel” “It’s not just about the end product - it’s about the journey” “Interiors should be about people. Imperfection is the most beautiful thing” “Smell is sometimes the first impression… sometimes even before you walk into a space” “I want guests to write their own story, not have an experience forced on them” "If you skip the first step - experimentation - it’s difficult to complete a project successfully” “There are no rules in design. You have to create your own rules all the time” Why this episode is worth your time If you’ve ever walked into a hotel and thought, “Why does this just… feel good?” This conversation is the answer. Jacu brings a rare blend of thoughtful philosophy, meticulous craft, and playful human insight. It’s a deep dive into the creative mind behind some of hospitality’s most beautiful spaces and a reminder that design is really about people, comfort, and emotion, not just aesthetics. It’s poetic, practical, and properly inspiring 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,...

    53 min
  6. Hospitality Meets Dan Barnes - Cutlery Polishing & Culture Building

    2025-11-19

    Hospitality Meets Dan Barnes - Cutlery Polishing & Culture Building

    This week, I sat down with Dan Barnes, Managing Director of Flourish Hospitality, a learning and development consultancy built on one simple idea: that every moment in hospitality is a chance to help someone grow. Dan’s story is one of those brilliant hospitality journeys that started with polishing cutlery and pretending to be a grown-up in a suit and somehow led to building learning cultures across hotels, restaurants and private members’ clubs. From Marriott to Edwardian Hotels, Caprice Holdings and now Flourish, Dan’s career has been a masterclass in curiosity, creativity, and learning the hard (but hilarious) way. In this episode, Dan and I dive into… How he went from dreaming of being a history teacher to becoming hospitality’s go-to L&D guruThe lessons learned from Marriott’s graduate scheme (and a haggis-related feedback story you won’t forget)His time at Edwardian Hotels, where he built a Food & Beverage Academy and developed “The Service World to Stage” programWhy L&D in hospitality is the only truly positive role in HRThe realities of pre-opening a major hotel and the mantra that kept him saneThe joy (and chaos) of opening Annabel’s and running training for 1,500 people at Caprice HoldingsWhy feedback hurts, but silence in a training room hurts moreAnd the beautiful truth that great hospitality isn’t an act, it’s genuine human connection Dan Barnes Quotes“Learning and development is the one truly positive role where every interaction is positive.” “It doesn’t have to be perfect for it to be wonderful.” “If you’re good at L&D, you build rapport — which is essentially hospitality skills.” “You can’t inspire people on day one with food safety. Orientation should be about joining the journey.” “As long as you’re passionate about hospitality, you can find a career anywhere.” Why this episode is worth your time Dan embodies everything great about hospitality learning, heart, humour, and humility. This episode is packed with wisdom for anyone who’s ever tried to train, lead, or inspire a team while the fire alarm’s going off. It’s honest, it’s funny, and it’s full of lessons about resilience, storytelling, and why you should always leave space for people to find their own answers. 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 https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

    1h 14m
  7. Hospitality Meets Jo Morgan - Making Someone's Day

    2025-11-12

    Hospitality Meets Jo Morgan - Making Someone's Day

    This week, I sat down in The Den at The Other House, South Kensington, with the wonderful Jo Morgan, owner of Meliora Consultancy Services, coach, advisor to Tech on Toast and all round powerhouse of positivity. Jo’s journey is one of those you could never script. From becoming the youngest female GM in her company at 27, to running seven floating hotels for TUI Cruises, to heading up operations for The Other House and launching her own consultancy, Meliora (“the pursuit of the better”) her career reads like a masterclass in saying yes and figuring it out later. And along the way, she’s seen it a lot! And I mean a lot Double booked hotels. Reindeer “activity” on the 18th green. Soviet-style roadshows in Odeon cinemas. And more heart, humour, and hustle than most industries can handle. In this episode, Jo and I dive into… The birth of Meliora ConsultancyHow she became the youngest female GM in the UK within her companyHer adventures in cruise operations (running seven floating hotels on WhatsApp anyone?)What it was like to deliver holidays for guests with disabilities through RevitaliseHow COVID forced her to hit reset and rediscover her purposeThe magic of The (multi award winning) Other HouseWhy making someone’s day, no matter how small, is never wasted effortAnd yes… the tale of the double booked Hotel and the reindeer "Activity" on the golf course Notable Quotes “Everybody deserves a holiday.” “I’m not scared of learning something. Maybe it’s just undying curiosity, but I’ll Google everything.” “It’s not necessarily the mistake itself that’s the issue — it’s how you respond to it.” “In hospitality, you get a lot of chance to make people’s day. Why wouldn’t you take it?” Why this episode is worth your time Jo brings the perfect mix of real talk and relentless optimism. She’s the embodiment of why hospitality people are different, resourceful, human, endlessly curious, and full of stories that make you laugh one second and reflect the next. If you’ve ever wondered what “leadership with heart” looks like in action this is it 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 https://rotacloud.com/phil This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

    59 min
  8. Hospitality Meets Jakob Gowin - Leading at the Whitehouse (No, not that one)

    2025-11-05

    Hospitality Meets Jakob Gowin - Leading at the Whitehouse (No, not that one)

    This week, I sat down in person (yes, we went old school) with the brilliant Jakob Gowin, General Manager of the Meliá White House in London - and what a conversation this turned out to be. From washing dishes at 13 to running a 581 bedroom hotel and 112 long-stay apartments (with residents who’ve lived there for 30+ years!), Jakob’s journey is packed with graft, heart, humility, and more than a few cracking stories - including the fact we recorded this episode in “The White House”. Sadly, neither of us bumped into the President… but we did fix some of the worlds problems Jakob brings a refreshing, human first take on hospitality and leadership, rooted in care, curiosity, resilience and a healthy dose of humour. This episode is full of golden nuggets for anyone in the industry, regardless of where you sit on the org chart. In this episode, Jakob and I get into… His spur of the moment entry into hospitality at age 13 (thanks to his brother bunking a shift)How a single 30 second conversation changed the entire course of his careerThe incredible history of the Meliá White House - from art deco elegance to WWII navigation point to Soviet spy HQBalancing hospitality at scale with genuine personalisation (including when “positive stalking” is actually a great thing)Why unsung hero actions matter just as much as the big “hero moments”The responsibility leaders have around their first responseWhy communication isn’t a “soft skill” - it’s the skillThe power of empathy, integrity and a well timed bit of humour in leadershipAI in hotels: not a gimmick, not a cost-cutting exercise - a chance to give humans more time to be… well… human Some cracking quote-ables from Jakob“A bad manager is sometimes easier to learn from than a good one.” “If that doesn’t bring a smile to your face as someone in hospitality… you’re in the wrong trade.” “People will forgive an awful lot if they’re communicated to properly.” “You can’t deliver hospitality if you’re not feeling right. It’s hard to paint on a smile forever.” “Treat people how they want to be treated - not how you want to be treated.” Why this episode is worth your ears If you work in hospitality, lead people, want to lead people, or just need a little reminder of what true hospitality looks like, this one’s for you. Jakob is the kind of leader who proves that kindness and high performance are not only compatible - they fuel each other. You’ll walk away with ideas you can implement today, whether you run a team of 2 or a hotel of 500+. 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

    1h 17m
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Hospitality Meets is a weekly podcast that explores the stories and journeys of people from all walks of life in the hospitality industry. Host Phil Street talks to everyone from founders and chefs to hotel general managers and restaurant managers, as well as engineers, designers, financiers, and even politicians. Through these conversations, Phil showcases the sheer diversity of opportunity that exists within hospitality, and the fun you can have along the way. He also shares insights into the latest trends and challenges facing the industry, and gives listeners a behind-the-scenes look at some of the most exciting and innovative businesses in hospitality. If you're interested in a career in hospitality, or if you're simply curious about the world of hospitality, then Hospitality Meets is the podcast for you. Join Phil for a weekly dose of inspiration, insight, and humor. This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

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