Hospitality Insight with The SilverFox - Stephen Hickmore

Stephen Hickmore

Hosted by ‘SilverFox’ Stephen Hickmore, this podcast dives deep into the global hospitality and tourism industry. Explore real-world insights, industry trends, career advice, hotel management, culinary innovation, and behind-the-scenes stories from restaurants, hotels, and events. With nearly 50 years of experience in hospitality, HR, and education, Stephen shares expert perspectives on what drives success, leadership, and guest experience. Discover the future of hospitality, skills in demand, and why human connection still matters in a world of AI.

  1. Aug 13

    Micro-Maintenance: The Small Things Guests Never Forget

    Micro-Maintenance: The Small Things Guests Never Forget What happens when the small things in a hotel start to go wrong? A crooked light fitting. A scuffed chair. A chipped tile. A broken handle. A clock that has stopped. A mark on the wall. A piece of paper left on the floor. None of these things, on their own, is a disaster. But together, they can completely change the way a guest feels about a hotel. In this episode of Hospitality Insight with The SilverFox, Stephen Hickmore explores the often-overlooked world of micro-maintenance — the small repairs, cleaning tasks and details that can make the difference between a property that feels cared for and one that begins to feel neglected. We talk about guest experience, hotel management, preventative maintenance, staff training and accountability, and ask a simple question: Whose responsibility is it to notice the small things? Is it housekeeping? Maintenance? Management? Or should every member of a hotel team take ownership of what they see? Stephen also explores the idea that one small negative detail can influence how a guest sees everything else — almost the opposite of the traditional "halo effect." Most importantly, we look at how hotels can empower their teams with the training, tools and authority to fix small problems before they become big ones. Because in hospitality, perhaps the guest should be the last person to notice a problem — not the first. A practical and thought-provoking conversation for hoteliers, hospitality managers, hotel staff, students and anyone interested in creating better guest experiences. Hospitality Insight with The SilverFoxStephen Hickmore | Hospitality | Hotel Management | Guest Experience | Leadership

    Micro-Maintenance: The Small Things Guests Never Forget

  2. Jul 24

    Why Every CEO Should Listen to Their Sales Team

    Are salespeople really just dealmakers — or are we missing the point?We’ve all seen the stereotype — the fast-talking, shiny suit salesperson who closes deals by pressing every button. Guess what? That’s disappearing faster than last season’s menu. Today’s top seller is actually building trust, understanding needs, and creating confidence before any price discussion. Ever wonder why salespeople aren’t usually part of high-level decisions? Or why numbers often blind us to potential? Because real sales are told in conversations, in relations, in those subtle moments that spreadsheets can’t measure. It’s time to stop thinking of a salesperson as just a deal maker and start recognizing them as trust ambassadors. The biggest deals come from the relationships we nurture, not the spreadsheets we crunch. What’s your take? Are you valuing the human touch enough in your business?

  3. Jul 7

    33 on Bond: Raising the Steaks | Leadership, Hospitality & Building a Real Restaurant

    33 on Bond: Raising the Steaks | Leadership, Hospitality & Building a Real Restaurant What does it really take to open and run a successful steakhouse? In this episode of Hospitality Insight with The SilverFox, I sit down with Meagan Devlin, one of the student leaders behind this year's exciting restaurant project at The Swiss Hotel School South Africa, 33 on Bond: Raising the Steaks. Together, we explore the vision behind transforming our student-run restaurant into an authentic modern steakhouse, where every service becomes a real-world learning experience. From menu development and restaurant operations to guest experience and teamwork, Meagan shares what it's like to lead alongside her peers while preparing for one of the biggest projects of the academic year. We also discuss:• The concept and inspiration behind 33 on Bond: Raising the Steaks• The challenges and rewards of leading fellow hospitality students• Lessons learned from industry placements and practical experience• Building confidence, professionalism and resilience in hospitality• Why experiential learning creates graduates who are ready for the industry from day one Whether you're a hospitality student, educator, restaurant professional or simply passionate about great food and exceptional service, this conversation offers an inspiring behind-the-scenes look at how tomorrow's hospitality leaders are developed today. Join us for an honest conversation about leadership, learning by doing, and why hospitality remains one of the world's most rewarding careers. Subscribe to Hospitality Insight with The SilverFox for more conversations with hospitality professionals, educators and the next generation of industry leaders.

    33 on Bond: Raising the Steaks | Leadership, Hospitality & Building a Real Restaurant

  4. Jun 23

    The Real Heroes - What School Teachers Taught Me About Hope

    The Real Heroes Over the past 16 weeks, I had the privilege of working with a group of hospitality teachers from township schools in South Africa. What began as a teacher training programme soon became something much more profound. In this deeply personal episode, I reflect on the dedication, resilience and passion of educators who willingly gave up sixteen Saturdays to improve their skills and create better opportunities for their learners. These are teachers working in communities facing poverty, unemployment, violence and hardship, yet they continue to inspire hope every single day. I share the stories that moved me, the lessons I learned, and why I believe teachers are among the true heroes of our society. This episode also explores the power of hospitality education as a pathway to employment, opportunity and purpose for young people who may otherwise struggle to see a future beyond their current circumstances. Sometimes all it takes to change a life is one teacher who believes in a young person. This episode is dedicated to those teachers. Hosted by Stephen Hickmore.

    The Real Heroes - What School Teachers Taught Me About Hope

  5. Jun 10

    A Short History of Conrad Hilton - Lessons from failure and reinvention

    Step into the remarkable story behind one of the most influential names in hospitality history. In this episode, we explore the life of Conrad Hilton — war veteran, entrepreneur, dreamer and founder of the Hilton empire. Inspired by his autobiography Be My Guest, this is not just a business story, but a deeply human one. From the dusty frontier towns of New Mexico and Texas… to the glittering halls of the Waldorf Astoria… Conrad Hilton’s journey was filled with ambition, innovation, financial collapse, heartbreak and extraordinary resilience. Discover how Hilton survived the Great Depression after nearly losing everything, how he helped shape the modern global hotel industry, and why his philosophy of hospitality still influences hotels around the world today. For hoteliers, hospitality students, entrepreneurs and lovers of business history, this episode is a powerful reminder that hospitality is about far more than rooms and revenue — it is about people, optimism and creating a sense of welcome in an uncertain world. Featuring: • The rise of Hilton Hotels • Lessons from failure and reinvention • The birth of the modern hotel chain • Conrad Hilton’s personal struggles and triumphs • The philosophy that changed global hospitality forever “The ability to create warmth… even during difficult times.”

    A Short History of Conrad Hilton - Lessons from failure and reinvention

  6. Jun 5

    The Allergy Interrogation: Why Ordering Dinner Feels Like Airport Security

    Should restaurants ask about allergies...or should diners be responsible for telling?Drop a 🙋‍♂️ if you think the system needs less police, more honesty! Here's the deal: asking every table about allergies is complicated. But, is it a legality?But when someone’s life depends on that info, yeah, it’s a must. The real question: should diners be more upfront, or do restaurants need to chill with the allergy panic? ..What’s your take? Should we ask more or assume people will speak up?Let me know below! 👇#HospitalityTruths #FoodForThought #AllergyAwareness

    The Allergy Interrogation: Why Ordering Dinner Feels Like Airport Security

  7. May 28

    Hospitality Needs Brains, Not Just Smiles

    Welcome to Hospitality Insight with The Silverfox. Today, I want to challenge one of the biggest misconceptions in our industry — the idea that hospitality is simply about being friendly, smiling at guests, and learning on the job. Because modern hospitality has changed. Running a hotel, restaurant, resort, or hospitality brand in 2026 requires serious intelligence, strategic thinking, financial understanding, emotional intelligence, and increasingly… formal education. Yet somehow, hospitality is still often treated as a “soft” career. A fallback option. An industry where personality matters more than intellect. I completely disagree. In this episode, I’ll explore why the future of hospitality depends on attracting highly educated, highly capable people into the industry — and why the old belief that you can simply “work your way to the top” without continued learning is becoming less realistic every year. This is about the future of leadership in hospitality. And perhaps why the industry has underestimated itself for far too long.

    Hospitality Needs Brains, Not Just Smiles

  8. May 19

    Kitchen Culture - Fear and intensity. Stephen Hickmore Interviews Chef Karen Rossouw

    From fiery tempers and military-style kitchen brigades to emotional intelligence and modern hospitality leadership, this week on Hospitality Insights with The SilverFox we dive deep into the fascinating psychology of chefs and kitchen culture. Joining us is Chef Karen Rossouw, Head of Culinary at The Swiss Hotel School South Africa, for a candid and often humorous conversation about what really happens behind the pass. Why are professional kitchens so intense?Do screaming chefs still belong in modern hospitality?Can discipline exist without fear?And what personality types exist in every kitchen — from “The Ramsey” to “The Burnt-Out Veteran” and “The Michelin Fantasist”? We explore chef burnout, toxic kitchen culture, mentorship, psychological safety, emotional intelligence in hospitality leadership, culinary education, restaurant pressure, and the future of professional kitchens. Packed with real stories, honest insights and plenty of humour, this episode is essential listening for chefs, hospitality students, restaurant owners, culinary educators and anyone fascinated by the world of food and hospitality. Chef Karen Rossouw  A renowned culinary professional and educator, currently serving as Head of Culinary Arts at The Swiss Hotel School in South Africa. Professional Background Chef Karen Rossouw brings extensive experience in both professional kitchens and culinary education. She was recently appointed as Head of Culinary Arts at The Swiss Hotel School where she leads a distinguished faculty and contributes to a curriculum that blends classical techniques with modern culinary innovation, preparing students for leadership roles in the hospitality industry. Her leadership strengthens the school’s reputation for excellence in culinary training and mentorship. #Hospitality #ChefLife #KitchenCulture #CulinaryArts #HospitalityLeadership #RestaurantIndustry #HospitalityPodcast #ChefKarenRossouw #SwissHotelSchool #Leadership #RestaurantLife #HospitalityManagement #FoodIndustry #TheSilverFox

    Kitchen Culture - Fear and intensity. Stephen Hickmore Interviews Chef Karen Rossouw
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About

Hosted by ‘SilverFox’ Stephen Hickmore, this podcast dives deep into the global hospitality and tourism industry. Explore real-world insights, industry trends, career advice, hotel management, culinary innovation, and behind-the-scenes stories from restaurants, hotels, and events. With nearly 50 years of experience in hospitality, HR, and education, Stephen shares expert perspectives on what drives success, leadership, and guest experience. Discover the future of hospitality, skills in demand, and why human connection still matters in a world of AI.

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