Hospitality Meets... with Phil Street Phil Street

Welcome back to another exciting episode of Hospitality Meets, the podcast where we delve into the inspiring journeys of the industry's most dedicated professionals. Today, I sit down with Guillaume Marly, Managing Director at Hotel Café Royal. Guillaume's remarkable career in hospitality, influenced by early aspirations in the military and an unwavering commitment to excellent service, has led to transformative successes in some of London's most prestigious hotels.
In this episode, Guillaume shares unforgettable experiences, from fulfilling unique guest requests to revamping hotel spaces, and emphasises the rewarding nature of hospitality as a career. With a focus on empathy, leadership, and excellence, Guillaume offers profound insights into creating memorable guest experiences and the relentless pursuit of perfection. He also reflects on his journey, including an unexpected career shift inspired by his mother and the valuable lessons learned from top industry leaders.
Tune in to hear about the thrill of managing luxury hotels, the importance of mental discipline, and the joy of celebrating milestones with a passionate team. Whether you're in the hospitality industry or simply love grand hotel stories, this episode is packed with wisdom and inspiration.
Enjoy!
The Guest
Guillaume is the Managing Director of Hotel Café Royal in London
Instagram - @guillaumemarly
The Sponsor
Today’s episode comes to you in partnership with 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
Chartable - https://chartable.com/privacy

Sometimes the guest chooses you and they don't even know it.
I'd been a fan of the work that today's guest had been doing for quite some time so I was beyond thrilled when she said a big Essex yes to coming on the show.
I'm joined by the dynamic and Epic Shereen Ritchie, CEO of Buns from Home. Shereen shares her incredible journey in the hospitality industry, emphasising the importance of authenticity, embracing one's uniqueness, and the value of entry-level roles in nurturing future leaders.
**Key Discussion Points:**
1. **Authenticity & Uniqueness:** Shereen underlines the power of being true to oneself and embracing what makes you unique, a message that resonates deeply in both personal and professional realms.
2. **Ed Sheeran's Support:** A heartfelt discussion on Ed Sheeran's support for Buns from Home (and a humorous and ambitious contemplation of having him appear on the podcast in the future).
3. **Leadership Lessons:** Shereen’s experiences from her various roles across companies like TGI Fridays, Las Iguanas, and Leon, offer insightful lessons on leadership, mentorship, and the significance of developing young talent.
4. **Industry Impact of COVID-19:** The episode delves into the profound impact of the COVID-19 pandemic on the hospitality industry, including the community-driven efforts to support the NHS and the shift to virtual business interactions.
5. **Inspirational Anecdotes:** Shereen shares memorable and humorous moments from her career, including a virtual meeting mishap and a mistaken identity at an awards ceremony involving Angela Hartnett.
6. **Buns from Home:** Discover the extraordinary growth story of Buns from Home, a bakery that began during lockdown and now boasts 15 sites, thanks to its rapid innovation and sustainable business model.
7. **Impactful Food Memories:** Shereen and Phil explore the emotional significance of food memories and the role of hospitality in creating lasting, positive impacts on people's lives.
8. **Dynamic Leadership:** The evolving landscape of leadership takes centre stage as Shereen speaks on having a supportive team, understanding business processes, and the importance of nurturing talent.
**Memorable Quotes:**
To encapsulate Shereen's wisdom and energy, we have curated some of her most impactful quotes from the episode, check our social through the week. You’ll hear her heartfelt advice on enjoying the present moment, her belief in the power of the hospitality industry, and her thoughts on leadership and nurturing future leaders.
**Important Links:**
- [Buns from Home](https://www.bunsfromhome.com) - Explore the bakery that’s taking the hospitality world by storm.
- [Leon Restaurants](https://leon.co) - Learn about Shereen's impactful tenure at Leon.
- [TGI Fridays](https://www.tgifridays.co.uk) - Discover the brand that shaped Shereen's foundational years in hospitality.
**Tune in to this episode of Hospitality Meets to gain valuable insights on leadership, the impact of the COVID-19 pandemic on the industry, and the heart-warming journey of Shereen Ritchie. Whether you’re an aspiring leader or a seasoned professional, Shereen’s story is sure to inspire and uplift you.**
For full show notes, complete transcripts, and more episodes, visit [Hospitality Meets Podcast](https://hospitalitymeetspodcast.co.uk).
*Subscribe, rate, and review our podcast on Apple Podcasts, Spotify, or your favourite podcast platform.*
**Keywords:** Shereen Ritchie, Buns from Home, Hospitality Meets, Leadership, Hospitality Industry, Ed Sheeran, COVID-19 impact, Food Memories, TGI Fridays, Leon Restaurants, Mentorship, Business Growth, Sustainability.
The Guest
Shereen is mum of 2 (Mason Wolf and Tigerlily Reign), eternal optimist and possibly Jon...

For this week's chat, I tootled off to the Edge hotel School at the University of Essex to meet comedy genius (And Deputy Head) Adrian Martin. Adrian brings a wealth of experience from both the hospitality industry and academia, making for a fascinating conversation.
And Adrian is engaging from the get go as we delve into his unexpected journey into hospitality, which began with a nudge from his grandmother and led him to a successful career in hotel management before transitioning to academia. Adrian shares his insights on the invaluable hands-on training that students receive at the Wivenhoe House, a four-star country house hotel on campus, preparing them to transition from operational roles to management positions seamlessly.
We also explore Adrian's ground-breaking research on customer behaviour highlighting the use of AI and social media to predict and improve customer service experiences. Adrian discusses the moral and ethical implications of such technology and emphasises the importance of building personal connections with customers.
Join us as we uncover Adrian's journey, his impactful research, and his passion for teaching the next generation of hospitality professionals. Whether you're in the industry or simply curious about the world of hospitality, this episode is packed with valuable insights you won't want to miss.
The Guest
Adrian Martin - Associate Professor and Deputy Head of the Edge Hotel School at the University of Essex
LinkedIn - linkedin.com/in/associate-professor-adrian-martin-8a2ab133
The Sponsor
Today’s episode comes to you in partnership with 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
Chartable - https://chartable.com/privacy

Today's special episode features an engaging conversation with the quite wonderful Jason E. Brooks, a seasoned expert in the restaurant industry and the author of the transformative book "Every Leader Needs Followers."
Phil, delves into Jason's innovative strategies for integrating new hires, his methodology for effective leadership, and the crucial shift from managing to leading a team. Jason sheds light on his book’s five keys, encapsulated in the acronym MODEL, and further expands on the importance of mastering meetings and bridging the gap between employee and customer perspectives.
Join us as we explore the fundamentals of creating a MODEL mindset for leadership, the power of influence, and the need for continuous training and self-reflection, especially in the challenging times in the aftermath of the pandemic.
Whether you are in the hospitality industry or any other field, this episode offers valuable insights into building sustainable leadership, prioritising employee well-being, and fostering a culture of trust and collaboration. Sit back and tune in for a thought-provoking discussion that promises to leave a lasting impact on your approach to leadership!
The Guest
Jason E. Brooks is a speaker, coach, author, and founder of HospiVation, LLC. Jason creates content that helps impact hospitality leaders on their journeys to help others around them fulfill their calling. His first book, Every Leader Needs Followers: 10 Keys to Transform Restaurant Managers to Hospitality Leaders, launched in March 2024. Jason is a professional speaker and coach speaking on leadership mindsets and techniques in the hospitality industry.
Website - https://www.jasonebrooks.com/
The Book - https://www.amazon.com/Every-Leader-Needs-Followers-Hospitality/dp/B0CTH24WJF
X - @2LeadNSucceed
LinkedIn - https://www.linkedin.com/in/jason-e-brooks/
The Sponsor
Today’s episode comes to you in partnership with 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
Chartable - https://chartable.com/privacy

Welcome to another episode of "Hospitality Meets," where this week we delve into the vibrant world of the hospitality and night time economy. Phil is joined by none other than Michael Kill, the dynamic Chief Executive of the Night Time Industries Association (NTIA).
Michael shares an array of fascinating stories—from being pranked early in his career at Fifth Avenue to orchestrating his own elaborate pranks as promotional stunts. Listen as Phil and Michael explore how such experiences build resilience and break down barriers.
Michael’s journey into the industry was a serendipitous shift from a potentially very different path leading him to discover a profound sense of camaraderie and community. They discuss the quintessential role of problem-solving in hospitality, drawing parallels between past and present dynamics, especially influenced by social media. Michael underscores the importance of unity within the industry to influence governmental policies and enhance representation, touching upon his work with NTIA and the Institute of Hospitality.
Together, Phil and Michael reflect on the multifaceted nature of the hospitality industry—from unglamorous tasks to major political manoeuvres—and its power to shape character and personal growth. Tune in to hear about Michael's hands on experience, his advocacy for collective industry success, and his strategic initiatives that aim to elevate the industry's stature on both national and international stages.
Don’t miss out on this insightful conversation brimming with practical wisdom, laughter, and a touch of nostalgia. Cheers!
The Guest
With several decades of experience working within independent, corporate and public sector environments at executive level, Michael specialises in Marketing, Operations, Licensing, Logistics and System Implementation. With significant senior management roles within Luminar Leisure Plc, The Drinks Group and the University of East Anglia and now as the Chief Executive of the Night Time Industries Association, Michael has been exposed to a considerable range of businesses within the night time economy business sector.
NTIA - https://ntia.co.uk/
Instagram - @ntiaofficial
X - @wearethentia
The Sponsor
Today’s episode comes to you in partnership with 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
Chartable - https://chartable.com/privacy

This week on Hospitality Meets, we had the incredible privilege to sit down with Natasha Robinson, a torchbearer for a storied legacy in the restaurant industry. Natasha’s deep-rooted connection to hospitality comes from a lineage spanning generations, with her parents standing out as boundary-pushing restaurateurs. From her upbringing amidst the bustling energy of family restaurants to her contemporary role guiding young talents, Natasha’s journey is awe-inspiring!
We cover
JanuaryChanging trendsBeing Born into restaurantsGrowing up with your communityRejecting restaurants (And then being sucked back in)Getting Michelin StarsWinning 3 starsShoutingInterior DesignUnite the ClansCompetitions and the Gold Service Scholarship
And so much more.
🌟 Tune in to hear more about Natasha’s inspiring journey and her vision for the future of hospitality!
Enjoy!
The Guest
Natasha is a fourth generation restaurateur, worked Front of House for 40 years, in a family business, at the highest level, in London (Chez Nico, Incognico, Deca). She's now the other half of Serenata Hospitality (with Sergio Rebecchi). She and Sergio in run the 3 major FoH Competitions in the UK (AAE and MCA for RACA and GSS). She lobby's for the Hospitality Industry and gives motivational talks to FoH teams. They encourage, support and mentor young people in Hospitality whilst being ambassadors and advocates for the Hospitality Industry. Natasha is also a Director of Rye News and champion the Highstreet and independent businesses in her regular columns.
Instagram - @Serenatahospitality
The Sponsor
Today’s episode comes to you in partnership with 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
Chartable - https://chartable.com/privacy