Captive Conversations, The Hospitality Podcast

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🎙️ Captive Conversations – Your backstage pass to the world of hospitality and tech innovation! 🚀 Join host Adam Forman as he connects with industry leaders, uncovering the stories behind the brands, the tech transforming customer experiences, and the trends shaping the future. From unlocking revenue 💰 to enhancing guest journeys 🏨, each episode is packed with insights, laughter, and actionable advice. Whether you're a hospitality pro or just curious about the industry, this is the podcast you can't miss! 🌟 #HospitalityTech #CaptiveConversations

  1. Catherine Gwynne - Designing Restaurants That Guests Remember

    6D AGO

    Catherine Gwynne - Designing Restaurants That Guests Remember

    In this episode of Captive Conversations, Adam Forman sits down with Catherine Gwynne, founder of 2G Design and Build, to explore the psychology behind hospitality design. Catherine shares her journey from travelling the world in the drinks industry to building a hospitality design company focused on how spaces truly work. The conversation dives into why the best venues start with people, not aesthetics, and how staff experience directly shapes the guest experience. They explore the importance of flow, acoustics, atmosphere and emotional connection in hospitality spaces, and why operators must design environments that create memories if they want guests to return. A fascinating conversation about the intersection of hospitality, culture and design. #hospitality #restaurantdesign #guestexperience #hospitalityindustry #restaurants

    1h 15m
  2. Yaro Tsyhanenko - The Invisible Gap Between Kitchen and Guest

    FEB 27

    Yaro Tsyhanenko - The Invisible Gap Between Kitchen and Guest

    In episode 85 of Captive Conversations, Adam speaks with Yaro Tsyhanenko about the hidden blind spot in modern hospitality: the pickup counter. From building marketplaces in Ukraine to shutting down businesses when the war started, and rebuilding in the US, Yaro shares his journey and the operational problem that caught his attention. The gap between digital ordering systems and real-world pickup. This episode explores timing, order accuracy, promise time performance, and why “completed” is not the same as “collected.” A must-listen for operators serious about growth and efficiency. #hospitality #restaurantoperations #delivery #guestexperience #hospitalitytech #pickup #digitalordering

    1h 18m
  3. Gabrielle Goode - Marketing That Creates Lasting Memories

    FEB 20

    Gabrielle Goode - Marketing That Creates Lasting Memories

    In this episode of Captive Conversations, Adam sits down with Gabrielle Goode, hospitality marketing consultant and founder of thehospitalitymarketer.co.ukGabrielle shares her journey from cocktail bartender in Nottingham to leading marketing roles across The Ivy Collection, Langan’s, Rhubarb and global hospitality brands. But this conversation goes deeper than career milestones. It explores what guests actually remember.“I don’t go there for the food. I go because I’m making a memory.”Together, they discuss emotional personalisation, loyalty done properly, leadership perspective, brand identity, and why hospitality must never lose its human core in a world of automation and AI.If you care about guest experience, loyalty, brand impact and long-term legacy in hospitality, this episode is for you.⸻Subscribe for more hospitality insights and visit www.captivewifi.io#HospitalityIndustry #RestaurantMarketing #GuestExperience #Leadership #HospitalityPodcast #BrandBuilding

    1h 12m
  4. Bonus - KAM Pub Spotlight - The Pub Customer Perpsective

    FEB 13 · BONUS

    Bonus - KAM Pub Spotlight - The Pub Customer Perpsective

    In this episode of Captive Conversations, we're sharing a powerful panel discussion from PUB Spotlight 2026: "The Pub Customer Perspective." Featuring Laurence Brown (Head of Insights, Stonegate), Louise Fleming (Head of Guest & Retail Insights, Punch Pubs), and Kiran Quinn (Group Marketing Director, Red Cat Hospitality), moderated by Jo Lynch from KAM Insights. This insightful session explores how consumer behaviour is shifting in the hospitality industry, what customers really want from their pub experience, and how venues can adapt to meet changing expectations in an increasingly challenging economic climate. Recorded live at PUB Spotlight 2026, this discussion brings together industry leaders sharing real-world insights on customer engagement, loyalty, and the future of the pub sector. Huge thanks to KAM Insights for organizing this incredible event and to Inntegra for their exceptional work behind the scenes making PUB Spotlight 2026 possible. #PubSpotlight #pubspot26 #HospitalityIndustry #PubLife #CaptiveConversations #Podcast #HospitalityPodcast #CustomerExperience

    27 min
  5. Rosie Lewis-Marsh - Why Hospitality Does Not Need More Leads

    FEB 6

    Rosie Lewis-Marsh - Why Hospitality Does Not Need More Leads

    In this episode of Captive Conversations, Adam Forman sits down with Rosie Lewis-Marsh, the London Hospitality Girl, to talk about sales, booking journeys, and why hospitality overcomplicates the things that should be simple. Rosie breaks down decision-making inside teams, the fear of automation, and the cost of slow response times. From shorter booking windows to conversion and automation, she shares a grounded view of what operators can fix quickly without losing the human side of hospitality. #hospitality #hospitalitysales #guestexperience #restaurantindustry #captiveconversations #hospitalityleaders

    1h 1m
  6. Massimo Montone - Why Hospitality Still Needs to Feel Human

    JAN 30

    Massimo Montone - Why Hospitality Still Needs to Feel Human

    In this episode of Captive Conversations, Adam Forman sits down with Massimo from Restaurant Keys to explore what it really takes to build, grow, and scale hospitality brands without losing their soul. Massimo shares his experience working with operators across the UK and internationally, from opening restaurants from scratch to helping brands expand nationally and abroad. The conversation covers relevance in marketing, the importance of listening to teams on the floor, and why hospitality remains a deeply human business. They also discuss how technology, design, and operational flow should support people rather than replace them, and why comfort, familiarity, and emotional engagement are becoming more important for guests. #hospitality #restaurantindustry #guestexperience #peopleandculture #hospitalityleaders #captiveconversations

    1h 7m
  7. Oliver & Chris - The Human Side of Payments: How YetiPay Is Helping Hospitality Finally Feel It

    12/25/2025

    Oliver & Chris - The Human Side of Payments: How YetiPay Is Helping Hospitality Finally Feel It

    The final episode of 2025. What a year it's been. In this one, Adam sits down with Oliver Pugh, founder of Yeti Pay, and Chris Jolliffe, their Sales Director, to explore how a simple observation about tipping behaviour sparked a payments revolution. It started with a question most people never ask. When a guest leaves a tip on a card, why doesn't the waiter feel it? Oliver noticed this disconnect years ago. And instead of accepting it, he built something to fix it. The result? Tips went up 300%. From the early days of Table Yeti to winning BrewDog and building embedded payments infrastructure, Oliver and Chris share the realities of competing in a crowded market by doing things differently. This is a conversation about listening before building, enabling partners instead of competing with them, and why hospitality deserves payments that actually feel different. Thank you to everyone who listened this year. Here's to 2026. 🎧 #CaptiveConversations #YetiPay #HospitalityPayments #EmbeddedFinance #FinTech #Hospitality

    49 min
  8. Mark Withington - Why Hospitality Needs Better Data, Not More Dashboards

    12/19/2025

    Mark Withington - Why Hospitality Needs Better Data, Not More Dashboards

    As the year comes to a close, Episode 80 of Captive Conversations takes a step back to reflect on how hospitality makes decisions. Adam speaks with Mark from Tenzo about why instinct alone is no longer enough, how operators are overwhelmed by dashboards, and why better data frameworks matter more than more reports. They explore how context, experience, and curiosity still play a critical role, and how AI can support teams without losing the human side of hospitality. A grounded conversation for anyone thinking about how to approach the year ahead. ✨ #hospitality #hospitalitytech #restaurantdata #leadership #captiveconversations

    57 min
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🎙️ Captive Conversations – Your backstage pass to the world of hospitality and tech innovation! 🚀 Join host Adam Forman as he connects with industry leaders, uncovering the stories behind the brands, the tech transforming customer experiences, and the trends shaping the future. From unlocking revenue 💰 to enhancing guest journeys 🏨, each episode is packed with insights, laughter, and actionable advice. Whether you're a hospitality pro or just curious about the industry, this is the podcast you can't miss! 🌟 #HospitalityTech #CaptiveConversations

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