Tech on Toast, The Hospitality Tech Podcast

Chris Fletcher
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  • TECNOLOGIA
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Connecting hospitality with the tech that makes it better. Hosted by Chris Fletcher — former operator, now tech matchmaker — Tech on Toast brings you sharp, unfiltered conversations with the people shaping hospitality’s future. Each week, we sit down with operators, founders, and innovators to unpack the tech, tactics, and trends transforming how the industry works. From smarter kitchens and AI-driven scheduling to loyalty apps and next-gen EPOS, we cut through the noise to find what really works on the ground. Whether you run a pub, lead a restaurant group, or build tech for the sector

  1. Affordable Luxury, Invisible Tech: Big Mamma & Sunday with Victor Lugger

    HÁ 4 DIAS

    Affordable Luxury, Invisible Tech: Big Mamma & Sunday with Victor Lugger

    This week, Chris sits down with Victor Lugger, co-founder of Big Mamma and Sunday, to unpack how “invisible tech” (think: pay-at-table that just works) can lift guest experience, speed up service, and actually reduce the tech clutter on the floor. From 31 trattorias across 8 countries to Sunday now processing $4.2bn and hitting ~90% adoption in London, Victor shares the operator’s lens on what matters: faster, simpler payments; more time for hospitality; and real-world KPIs that move the P&L. Why “less tech, better service” wins: replacing terminals with phone-based payment, not piling on more tools. Adoption that sticks: 70% in months → ~85–90% in the UK when teams offer the option properly. Guest experience uplift: table turns +12–16% at busy brands; reviews surge when the Google prompt sits right after payment. Tips up, teams happier: 2–4× tips (UK) and ~+12% (US) thanks to AI-powered tip prompts. Loyalty that finally works in full-service: ~52% of Sunday payers enrol vs 2–5% on terminals; earn/burn becomes seamless. Enterprise scale: POS-agnostic (24+ integrations), terminals + pay-at-table + hybrid ordering where it fits. The “guest app” vision: payment as the universal touchpoint to identify 70–100% of guests and trigger CRM/loyalty, not just bookings. 00:00 Intro & sponsor: Lightspeed Restaurant 01:05 Meet Victor: Big Mamma (affordable luxury) → Sunday (pay-at-table) 07:20 Why paying is broken — and how Sunday made it 5-second simple 12:10 Staff first: freeing servers for real hospitality, not card machines 16:40 Adoption drivers: the team makes the metric 21:15 Fine dining vs casual: why higher spenders adopt more 25:30 Reviews & revenue: faster turns, Google love, real KPIs 31:45 Loyalty that isn’t cringe: enrol, earn, burn without friction 38:20 US scale, data-led operators, +12% tips 44:05 AI in practice: smarter tip options; ordering patterns; service recovery 51:10 UK market maturity: bookings, POS, checkout, CRM 56:00 What’s next: Dubai & US for Big Mamma; Sunday’s guest-app flywheel 59:30 Where to find Sunday & wrap-up “We’re not adding tech — we’re replacing old tech with something guests already have in their pocket.” “Give guests the option. If 82% choose phone, we’re doing something right.” “With Sunday, tips are 2–4× higher in the UK and about +12% in the US.” “On Sunday payments, ~52% of guests enrol to loyalty. On terminals it’s 2–5%.” “Dishoom Shoreditch went from ~10k reviews at 4.4 to ~38k at 4.8 in 18 months.” Victor Lugger — Co-founder, Big Mamma & SundayWebsite: sundayapp.com(Also live on the Tech on Toast Marketplace.) Lightspeed Restaurant — the point of sale and payments platform helping operators fly through the festive rush and beyond. Big Mamma: 31 sites, 8 countries; Dubai opening; US expansion. Sunday: pay-at-table, terminals, hybrid ordering; 24+ POS integrations; $4.2bn processed YTD. Operators: want the numbers behind adoption, tips and table turns? Take our Tech Check and we’ll map your stack and intros. Suppliers: interested in a case study or Shift Talk slot? Get in touch via Tech on Toast. What you’ll learnChapter markersPull quotesGuestSponsorLinks & mentionsCall to action

    57min
  2. Culture That Counts: Why people-first service drives loyalty

    5 DE SET. · BÔNUS

    Culture That Counts: Why people-first service drives loyalty

    What is great service in 2025? In this episode of Tech on Toast, powered by Zonal, we unpack why hospitality is still (and always will be) a people business—and how that truth fuels loyalty. Host Chris Fletcher is joined by: Antony Pender — Founder, Yummy Collection (people-first pubs, bars & seafood concepts) Darren Smith — Head of Operations, Flat Iron (consistent, craveable steakhouse experiences) Gillian Nicholson — Sales Director, Zonal (tech that blends into brilliant service) They dive into: Defining modern service: “relaxed rigor,” natural interactions, and letting guests drive the experience Training that sticks: stories, shadowing, and Gen Z–friendly, bite-size learning Tech that empowers (not replaces): surfacing the right info at the right time, seamlessly Culture and retention: flexibility, share schemes, meaningful recognition, and clear, kind feedback Protecting brand magic: value over hard sell; community, authenticity, and doing one thing exceptionally well Pull quotes “Hospitality is the job of making people happy.”“It’s kind to be clear; it’s unkind to be unclear.”“We’re far more emotionally intelligent than AI—especially right now.” Catch up on the series: Missed an episode? Dive into the rest of our Loyalty Series to get fully up to speed.

    48min
  3. It Should Feel Like Magic, Not Marketing: Personalisation, Loyalty & Data in Hospitality

    29 DE AGO. · BÔNUS

    It Should Feel Like Magic, Not Marketing: Personalisation, Loyalty & Data in Hospitality

    In this episode of the Tech on Toast Podcast, powered by Zonal, we dig into the misunderstood but powerful world of personalisation in hospitality. With inboxes overflowing and attention spans shrinking, how do brands stand out without becoming pushy — or worse, creepy? Host Chris Fletcher is joined by: Tom James, Managing Director at Bill’s Restaurants, leading the brand through a digital maturity journey with a strong focus on customer insight. Dan Brookman, CEO of Airship & Toggle, who helps 400+ UK hospitality brands turn customer data into meaningful engagement and revenue. Gillian Nicholson, Sales Director at Zonal, a technology provider supporting operators for over 45 years. ☕ Grab a coffee and listen in as we cover everything from handwritten notes in delivery bags to AI-powered customer insights. 🔥 What You’ll Learn in This Episode: Why personalisation should feel like magic, not marketing The importance of the value exchange — what customers actually get in return for their data How brands like Bill’s and Pizza Express use loyalty to drive genuine connection, not just discounts The role of automation and segmentation in building brand voice at scale Why creepiness vs. annoyance is a real debate when using customer data Which channels are working best right now: email, SMS, WhatsApp, and apps How to measure success: from cover growth to visit frequency and customer lifetime value Where AI is taking us next — from predictive insights to smarter, real-time personalisation 🎧 Perfect for:Operators, marketers, and tech leaders who want to use data more effectively to build loyalty, grow frequency, and keep guests coming back — without falling into the trap of discount dependency. 👉 Listen now and discover how to make your personalisation strategy feel truly personal.

    57min
  4. AI in Business: How Dojo is Turning Proof of Concept into Real Impact

    28 DE AGO. · BÔNUS

    AI in Business: How Dojo is Turning Proof of Concept into Real Impact

    AI in Business: How Dojo is Turning Proof of Concept into Real Impact This week on the Tech on Toast Podcast, we’re live at Dojo HQ with Rob Howes, Senior Vice President of Technology, to explore what AI in business really looks like beyond the hype. Rob breaks down how Dojo are embedding AI across payments, customer service, and fraud prevention — moving from proof of concept experiments to production-grade impact. We cover: 🔄 Automation, augmentation, amplification — the spectrum of AI adoption 📊 Why many businesses stall at proof of concept (and how to push through) 🧩 Grassroots vs. top-down adoption — how ChatGPT accelerated uptake 💡 The use cases delivering ROI fastest: ops, customer service, and cybersecurity ⚖️ Transparency, ethics, and building trust in AI-driven decisions 🚀 Dojo’s AI Trailblazer programme with Imperial College and Google 🔮 What’s next: hyper-personalisation, agentic AI, and explainability If you’re wondering where to start with AI in your business — from building a roadmap to picking the right use cases — this episode is packed with insights you can take straight back to your team. 👉 Learn more about Dojo at dojo.tech.

    42min
  5. Loyalty That Lasts: Growing with Guests, Not Just Points In partnership with Zonal

    22 DE AGO. · BÔNUS

    Loyalty That Lasts: Growing with Guests, Not Just Points In partnership with Zonal

    Customer loyalty has evolved. Today, it’s less about “collect 10 stamps, get a free coffee” and more about personalisation, value, and belonging. But what does that look like in practice for pubs, hotels, and restaurants? In this episode, Chris Fletcher, Founder & CEO of Tech on Toast, sits down with: Amy Clarke – Head of Marketing, Wyndham Hotels & Resorts Gillian Nicholson – Sales Director, Zonal Jamie Queen – Chief Growth Officer, Butcombe Group Together, they unpack: 🍷 The business case for loyalty – how programmes drive repeat visits, higher spend per head, and measurable ROI. 📲 The digital shift – moving from physical loyalty cards to Apple Wallet and Google Wallet, and why simplicity is key. 📊 The power of data – how operators can use guest behaviour, segmentation, and AI to deliver more relevant offers. 👩‍🍳 Team buy-in – why front-of-house staff are vital to signing up customers and how Butcombe’s teams doubled their contactable database in two years. 🌍 Global vs local loyalty – Wyndham’s challenge of tailoring rewards for millions of members across 90+ countries versus Butcombe’s pub-level programmes. 🤝 Partnerships & innovation – from Wyndham linking hotel stays with restaurant delivery apps, to Zonal powering bespoke loyalty journeys for operators of every size. 🛠️ Trends to watch – members-only pricing, gamification, festival-style loyalty, and the growing role of AI in hospitality. 💡 Expect a practical, behind-the-scenes look at loyalty programmes that actually work — the kind that make customers feel recognised, not marketed to. 🔗 Connect with the guests: Amy Clarke – Wyndham Hotels & Resorts Gillian Nicholson – Zonal Jamie Queen – Butcombe Group

    38min
  6. 🍽️ The Return to Experience-Led Dining — Live from Caravan Fitzrovia

    20 DE AGO.

    🍽️ The Return to Experience-Led Dining — Live from Caravan Fitzrovia

    🍽️ The Return to Experience-Led Dining — Live from Caravan Fitzrovia Powered by Shift4 & Lunchbox This week on the Tech on Toast Podcast, we’re bringing you something special — a live panel recording from our recent event at Caravan Fitzrovia, all about the return to experience-led dining in 2025. Big shout out to Adam at Captive Wifi for the content! Guest host Phil Street (Caterer.com) is joined by an incredible line-up of industry leaders: ✨ Tom James – Managing Director, Bill’s Restaurants ✨ Harry Ridley – Director of Innovation, Levy UK & Ireland ✨ James Walker – CEO, Lunchbox ✨ Sean Weeraratna Group Operations Director, Gaucho & M Restaurants Across stadiums, casual dining, fine dining, and tech platforms, our panel dives into: 💡 Balancing speed & storytelling – keeping service efficient without losing personality 🤖 Tech as an enabler – removing friction, not the human touch 🎯 “Moments of magic” – how to wow guests without blowing the budget 🛠️ Test, learn, kill – knowing when to double down or ditch the tech 🤝 Partnership power – why creative collaborations matter 🕰️ Experience redefined – how guest expectations shift by time of day and occasion From personalised service and guest data, to AI crowd management and handwritten cards in deliveries, this episode is packed with practical tips, creative ideas, and honest insights from operators who are living it every day. 🎧 Tune in for real-world stories, fresh inspiration, and a few laughs along the way.

    1h7min
  7. What Diners Want: The New Rules of Loyalty in Hospitality

    15 DE AGO. · BÔNUS

    What Diners Want: The New Rules of Loyalty in Hospitality

    In this special episode of the Tech on Toast Podcast 🎙️, brought to you in partnership with Zonal, we dig into one of hospitality’s most overused — and misunderstood — buzzwords: loyalty. Host Chris Fletcher is joined by: John Sills 📖 – Author of The Human Experience, who argues loyalty doesn’t really exist — usefulness does. Ruth Carpenter 🍕 – Head of Marketing at Pizza Pilgrims, sharing how guest feedback, authenticity, and joy drive repeat visits. Gillian Nicholson 💡 – Sales Director at Zonal, bringing insights from 17,000+ hospitality customers and the tech powering their guest experiences. They explore: 🔍 Has “loyalty” been replaced by usefulness? 📉 How the cost-of-living crisis is reshaping dining habits — from earlier booking times to lighter menu choices. 🤝 Keeping the human touch when tech runs in the background. 📦 Subscription models — convenience or commercial trap? ♿ The growing demand for accessibility, sustainability, and purpose-driven brands. 📨 Why personalisation might be overhyped — and what really drives engagement. Expect candid stories about burnt pizzas, stolen deliveries, subscription fatigue, and the surprising social trends — from sleep habits to bottomless brunches — shaping hospitality in 2025. Whether you’re an operator, marketer, or tech provider, this episode blends data, humour, and hard truths about what it really takes to keep guests coming back.

    53min
  8. The Hidden Risk on the Menu: Why Allergen Tech Can’t Wait, With Dominic Child, Ingredifind

    13 DE AGO.

    The Hidden Risk on the Menu: Why Allergen Tech Can’t Wait, With Dominic Child, Ingredifind

    In this episode of the Tech on Toast Podcast, Chris Fletcher welcomes back Dominic Child, VP of Sales at Ingredifind, for a conversation that goes beyond compliance and into the real operational and emotional impact of allergens in hospitality. Together, they explore why allergen management is still largely manual in a digital-first industry, how it affects staff confidence, guest trust, and operational flow – and how Ingredifind is changing the game. Dominic explains how their platform tackles the three biggest pain points: The lack of trust between suppliers and operators Friction between guests and servers The burden on staff under pressure to get it right This isn’t just a conversation about technology — it’s a call to modernise how we handle one of the most sensitive parts of service. 🔥 What You’ll Learn: Why allergen management is the final digital frontier in hospitality The operational and reputational risks of ‘just ticking the compliance box’ How self-service allergen tools boost repeat visits by 26% month-on-month Why training alone won’t solve the problem — and what will How Ingredifind’s plug-and-play platform works with existing systems The surprising scale of dietary needs — beyond the ‘top 14’ allergens 📊 Key Stats Mentioned: 74% of customers prefer to self-serve allergen info 30% of adults avoid certain foods due to adverse reactions 40% of diners will avoid restaurants if they can’t view menus in advance Diagnosed allergies affect 2 million UK adults – with children’s rates even higher 📲 Links & Extras: 🎥 Watch the full webinar demo of Ingredifind’s platform [insert link] 🛍 Visit Ingredifind on the Tech on Toast Marketplace [insert link] 📩 Contact Dom: dchild@ingredifind.com 📌 Coming Soon: Ingredifind is teasing a major summer announcement that could revolutionise allergen matrices — keep an eye on their LinkedIn for updates.

    32min
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Sobre

Connecting hospitality with the tech that makes it better. Hosted by Chris Fletcher — former operator, now tech matchmaker — Tech on Toast brings you sharp, unfiltered conversations with the people shaping hospitality’s future. Each week, we sit down with operators, founders, and innovators to unpack the tech, tactics, and trends transforming how the industry works. From smarter kitchens and AI-driven scheduling to loyalty apps and next-gen EPOS, we cut through the noise to find what really works on the ground. Whether you run a pub, lead a restaurant group, or build tech for the sector

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