say86 Hospitality Podcast

say86 - Tim Mills

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Business
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The say86 Hospitality Podcast – your deep dive into the trends, challenges, and innovations shaping the hospitality industry. From expert hospitality industry insights to real-world success stories, we’ve got your industry covered! 🎙️✨

1d ago

From MBA Business Plan to 50 Locations: Building the Tipsy Putt Experience

In this episode of the say86 Podcast, Tim's joined by Brandon Robinson, Founder and CEO of Tipsy Putt, the California born hospitality and entertainment concept bringing together mini golf, food, drink and social competition. What began as a 74 page MBA business plan written by Brandon’s wife has grown into a multi location business, with ambitious plans to reach around 50 locations by 2031. Brandon talks about entering hospitality with no restaurant background, investing his own money into the idea and then facing the unimaginable when COVID arrived just months after opening the first location. We get into the economics behind experiential hospitality and why Brandon believes the model can offer advantages that traditional food and beverage businesses simply do not have. Tipsy Putt combines gaming, memberships, merchandise, private events, food and beverage, while its mini golf operation carries very little ongoing cost once the initial investment has been made. We also discuss the importance of becoming part of the neighbourhood rather than simply being a novelty destination, supporting local breweries and businesses, building genuine customer loyalty and listening closely to regular guests when deciding how the experience should evolve. Brandon is equally open about the mistakes along the way, including expensive property decisions made during the pandemic, the realities of raising capital and the challenge of scaling without losing what made the business successful in the first place. We talk crowdfunding, leadership, delegation, family life and the future of technology in hospitality, including why, despite opening in the heart of San Francisco’s technology ecosystem, Brandon actually sees Tipsy Putt remaining proudly analogue. With Denver next, San Francisco and Arizona in development and longer term ambitions for national and potentially international growth, it’s a fascinating conversation about entrepreneurship, resilience and building an experience people genuinely want to come back to.
Sep 28

Why Great Hospitality Design Is About More Than Looks

In this episode of the say86 Hospitality Podcast, Tim's joined by award winning interior designer and Emotional Architecture™ founder Klara Goldy, whose career spans more than 30 years across interiors, property, hospitality and project delivery. We explore why great hospitality design needs to go far beyond how a space looks, considering how customers and teams actually experience it, how people move through it and whether the original design works when a venue is busy and operational. Klara explains the thinking behind Emotional Architecture™ and why successful design starts with understanding the intended outcome before a project begins. We discuss everything from lighting, acoustics, colour and customer flow to staff facilities, storage, infrastructure and budgets, as well as the expensive mistakes that can occur when these practical elements are considered too late. For hospitality operators, the conversation highlights how thoughtful design can influence dwell time, guest experience, working conditions and ultimately commercial performance. We also explore Klara’s fascination with colour and its relationship with light, mood and human behaviour, including how subtle choices in materials, textures and colour palettes can completely change the way a restaurant, hotel or other hospitality space feels. It’s a fascinating conversation about the relationship between people, place and design, and why the best hospitality spaces are not simply those that look impressive, but those that genuinely work for the guests and teams using them every day.
Sep 15

From 1% to Possible: Vincent Van den Broeck

In this episode of the say86 Hospitality Podcast, Tim's joined by Vincent Van den Broeck, a hospitality entrepreneur whose life changed dramatically following a devastating e-scooter accident in October 2024. After suffering a severe brain injury and spending weeks in a coma, Vincent faced extraordinary odds, with doctors estimating just a 1% chance of the level of recovery he ultimately achieved. We explore Vincent’s life before the accident, from building and losing hospitality businesses to navigating COVID, financial pressures and the relentless culture of entrepreneurship. Vincent shares why he believes resilience is something we build over time, why hospitality leaders need to learn to step away from their businesses, and how his experience completely changed his attitude towards work, family, happiness and success. We also discuss his book, Everything Feels Impossible Until It’s Done, and the philosophy behind it. This is a powerful conversation about hospitality, entrepreneurship, failure, recovery and perspective, but above all it is about making the most of life, taking the next step when something feels impossible, and remembering that success means very little if we forget to actually live. Here is the book pre-order link plus all his other links in one place. https://www.theuidclub.com/the-book
Aug 14

How Restaurants Really Make Money

In this episode of the say86 Podcast, Tim takes a closer look at how restaurants really make money and why a busy dining room does not always mean a profitable business. Using a £100 restaurant bill as the starting point, he follows where the money actually goes, from VAT and ingredients to wages, rent, utilities, technology and the countless smaller costs that quietly shape the success of a restaurant. The episode also explores why empty seats matter, how menus are designed, the difference between genuine hospitality and simply selling more, and the common mistakes that can undermine an otherwise popular business. Drawing on more than thirty years in the industry, Tim explains what the strongest operators do differently and why understanding the numbers is just as important as delivering great food and service. Ultimately, this is not only an episode about restaurant profit. It is about the people, planning, leadership and attention to detail behind every meal. Whether you work in hospitality, dream of opening your own restaurant or simply enjoy eating out, this episode will change the way you look at the bill, the menu and everything happening behind the scenes.
Aug 11

The Story of Coffee: How One Bean Changed the World

How did one small bean become one of the most influential products on Earth? In this episode of the say86 Podcast, Tim explores the extraordinary story of coffee, from its legendary beginnings in the forests of Ethiopia to the London coffee houses that helped shape modern business, journalism and global trade. The episode follows coffee’s journey from mountainside farms to the cups we drink every day, uncovering the people, craftsmanship and complex global supply chain behind every brew. Tim also looks at how brands such as Starbucks, Costa and Caffè Nero transformed coffee into a lifestyle, before independent roasters introduced a new generation to speciality coffee, provenance and flavour. This is much more than the history of a drink. It is a story about hospitality, innovation, culture, economics and human connection, while also exploring the challenges facing coffee today, including climate change, rising prices and changing consumer expectations. Pour yourself a cup and discover why coffee has never really been about coffee alone.
Jul 24

Why Actors Make Brilliant Hospitality Professionals

In this episode of the say86 podcast, Tim speaks with actor, coach, speaker and Metaforyou founder Terence Leclere about his journey through acting, immersive theatre and human experience design. Terence explains how acting gave him a deeper understanding of presence, confidence, doubt and the human need to feel seen, while also sharing some brilliant stories from his work across film, television, theatre and major immersive events. A large part of our conversation explores the striking similarities between actors and hospitality professionals. Both have to read the room, adapt in the moment, communicate through body language and create an experience that feels natural, even when a huge amount of preparation has taken place behind the scenes. Terence talks about the methodologies behind truthful performance, including improvisation, imaginary circumstances and the importance of being present rather than simply trying to appear perfect. We also discuss authenticity, service, artificial intelligence and why genuine human connection may become even more valuable as technology advances. From working with hotel teams and bartenders to helping create experiences for major entertainment brands, Terence shares some fascinating lessons about making people feel welcome, understood and part of something. It is a conversation that will resonate with anyone who has ever worked on the floor, led a hospitality team or understood that great service is not simply about what you do, but how you make people feel. www.terenceleclere.com
Jul 13

Why would anyone open a restaurant?

Why would anyone open a restaurant when costs are rising, margins are tightening and the industry demands relentless commitment? In this episode of The Business of Hospitality, Tim Mills explores the emotional pull that continues to draw chefs, families, entrepreneurs and investors into one of the toughest, and most rewarding businesses in the world. Drawing on a lifetime in hospitality, Tim shares the lessons that rarely appear in textbooks: service is what you do, hospitality is how you make people feel; consistency matters more than occasional brilliance; and the strongest businesses are built on trust, curiosity, calm leadership and hundreds of small decisions made well. He also examines the real challenges facing operators, from recruitment and burnout to supplier relationships, technology, profitability and the danger of building a business that only works when the owner is present. Ultimately, this is an honest but optimistic look at why restaurants still matter. They create jobs, support communities and become the backdrop to some of life’s most important moments. Whether you already work in hospitality or dream of opening your first venue, this episode is a reminder that you are not simply serving food—you are building a team, earning trust and creating a place where memories are made.
Jun 26

Are We Replacing Hospitality with Technology?

Technology is transforming hospitality faster than ever. From AI and self-service kiosks to QR code ordering and digital menus, innovation is reshaping the way operators run their businesses and the way guests experience them. In this episode of the say86 Hospitality Podcast, Tim explores one of the industry’s most talked-about questions: Are we replacing hospitality with technology? Rather than debating whether technology belongs in hospitality, the conversation focuses on where it genuinely adds value, where it creates unnecessary friction, and how operators can strike the right balance between efficiency and the human experience. Drawing on the perspectives of operators, suppliers, technology providers and customers, this episode examines the commercial pressures facing hospitality today while reminding us that memorable experiences are still built around people. It’s a thoughtful discussion about the future of hospitality and why the best technology should always support great service, never replace it.

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Creator

say86 - Tim Mills
Years Active

2025 - 2026
Episodes

39
Rating

Explicit
Show Website

say86 Hospitality Podcast

say86 Hospitality Podcast

Episodes

From MBA Business Plan to 50 Locations: Building the Tipsy Putt Experience

Why Great Hospitality Design Is About More Than Looks

From 1% to Possible: Vincent Van den Broeck

How Restaurants Really Make Money

The Story of Coffee: How One Bean Changed the World

Why Actors Make Brilliant Hospitality Professionals

Why would anyone open a restaurant?

Are We Replacing Hospitality with Technology?

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