Hospitality Insight with The SilverFox - Stephen Hickmore

Stephen Hickmore
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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. Oct 8

    Who Is Building Tomorrow’s Hospitality Managers? Paid Internships or Unpaid!

    Who Is Building Tomorrow’s Hospitality Managers? We keep hearing the same complaint in South African hospitality: “We don't have enough skilled managers.” But perhaps we need to ask a slightly more uncomfortable question — what are we actually doing to develop the next generation of managers? In this episode, the SilverFox takes a frank look at graduate recruitment, unpaid internships and the growing battle for hospitality talent. Why are young South African hospitality graduates heading overseas? And why are international hotel groups, restaurants, resorts and hospitality companies from Switzerland, France, Spain, the UK, USA and Dubai actively coming to South Africa to recruit them? Is it simply about money? Stephen doesn't think so. Young people want opportunity, mentorship, professional development and, above all, a career pathway. So perhaps the industry needs to stop asking only whether hotel schools are producing the right graduates — and start asking whether companies are prepared to invest in those graduates once they arrive. This isn't an attack on the industry. It's a challenge. If we want better hospitality managers, perhaps we need to start building them. And the SilverFox wants to hear from you. Are you a hospitality employer with a successful graduate development programme? Do you agree with the argument — or think he's got it completely wrong?

    Who Is Building Tomorrow’s Hospitality Managers? Paid Internships or Unpaid!

  2. Sep 18

    Don’t Train Your Staff to Smile — Train Them to Notice

    Can genuine hospitality really be taught? After nearly 50 years in the hospitality industry, Stephen Hickmore — the SilverFox — explores why a scripted smile and a rehearsed “Have a nice day” can never replace genuine human connection. Drawing on a real experience at 33 on Bond, Stephen looks at confidence, empathy, humor, honest communication and the crucial role leaders play when things go wrong. Because great hospitality isn't about teaching people to perform. It's about giving them the confidence to notice, respond and connect. Don't train the smile. Train the person behind it. 🦊

    Don’t Train Your Staff to Smile — Train Them to Notice

  3. Sep 2

    “Stop Trying to Play Every Instrument: What an Orchestra Can Teach Us About Leadership”

    You’re the Conductor — But You Don’t Play the Instruments What does an orchestra conductor have in common with a great leader? Quite a lot, actually. In this episode of Hospitality Insight with The SilverFox, Stephen Hickmore explores leadership through the eyes of a slightly unconventional cellist — and the lessons he learned from watching conductors bring dozens of individual musicians together to create something greater than themselves. A conductor doesn't play every instrument. They don't tell every musician exactly how to do their job. Instead, they set the direction, create the environment, listen carefully, bring out the best in people and know when to step in — and when to get out of the way. Leadership is much the same. We talk about trust, communication, ego, accountability, knowing your people, and the importance of understanding that your job as a leader isn't to be the best player in the orchestra. It's to make the orchestra better. There are also a few confessions along the way about being a rather maverick cellist… because, let's be honest, leadership doesn't always go according to the sheet music! 🎧 Listen in, and ask yourself: are you conducting your team — or are you trying to play every instrument yourself? Hospitality Insight with The SilverFox — conversations about leadership, hospitality, business and the lessons we learn along the way.

    “Stop Trying to Play Every Instrument: What an Orchestra Can Teach Us About Leadership”

  4. 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

  5. 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?

  6. 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

  7. 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

  8. 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
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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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