#055 - I'm In - The Systemic Win

#058 - I'm In - Apprenticeships - All you need to know in 2026

This Podcast is Sponsored by Leonardo Hotels UK & Ireland Host: Phil Street FIH Guests: * Jill Whittaker FIH – Executive Chair, The Opportunity Provider * Paul Mannering FIH – National Hospitality & Culinary Lead, HIT Training * Micaela Barrow FIH – Quality & Curriculum Director, The Opportunity Provider Artwork and Branding: Sonia Cresswell MIH Music by: Leon Williams FIH I'm In! Apprenticeships: The Most Misunderstood Opportunity in Hospitality? What if apprenticeships aren't simply a route into hospitality... but one of the most powerful tools we have for building careers, developing leaders and transforming lives? In this episode, Phil Street is joined by Jill Whittaker, Paul Mannering and Micaela Barrow from HIT Training to explore the reality of apprenticeships in 2026. From levy funding and common misconceptions to career pathways, leadership development and the changing expectations of younger generations, this conversation cuts through the noise and gets back to what apprenticeships have always been about: helping people become brilliant at what they do. As Jill Whittaker perfectly puts it: "At the end of the day, an apprenticeship is a period of time over which you work and study and get to be competent at your job" In This Episode, We Discuss: * Why apprenticeships haven't fundamentally changed in over 100 years * The myths that continue to hold employers back * How apprenticeship levy funding actually works * Why hospitality is still undersold as a career choice * The role apprenticeships play in retention and employee engagement * How apprenticeships support people of all ages, not just school leavers * The flexibility available for different learning styles and life circumstances * Why apprenticeships can become leadership development pathways * How employers can use apprenticeships to build future talent pipelines * The changing expectations of Gen Z and Gen Alpha employees * Why belonging and development matter more than ever * The new Foundation Apprenticeship and what it means for hospitality employers Outstanding Quotes from the Episode * "Everything else is process" – Jill Whittaker * "We absolutely transform lives" – Micaela Barrow * "Change the narrative from getting a job in hospitality to building a career in hospitality" – Paul Mannering * "People feel invested in. They feel like they belong" – Jill Whittaker * "Anything is possible with passion and positivity" – Phil Street * "The apprenticeship minimum wage is a minimum, not a target" – Jill Whittaker * "We need to sell the vision of what hospitality can become" – Micaela Barrow * "Develop people to the highest level so they could leave. Treat them well enough that they never want to" – Jill Whittaker Join the Conversation Twitter/X: @IoH_Online [https://x.com/IoH_Online] Instagram: @ioh_online [https://www.instagram.com/ioh_online/] LinkedIn: Institute of Hospitality [https://www.linkedin.com/company/institute-of-hospitality/posts/?feedView=all] Website: Institute of Hospitality [https://www.instituteofhospitality.org/] Hospitality has always been a people business. Apprenticeships aren't about filling jobs. They're about building futures. Apprenticeships simply give people the opportunity to become the very best version of themselves while helping businesses do exactly the same. And that's something worth investing in.

#057 - I'm In - Creating World Class Onboarding within Hospitality

This Podcast is Sponsored by Leonardo Hotels UK & Ireland https://www.leonardohotels.co.uk/ [https://www.leonardohotels.co.uk/] Host: Phil Street FIH Guests: * Raj Chakraborty FIH - Regional General Manager, Macdonald Hotels * Sally Lock MIH - Group Talent Manager, Splendid Hospitality Group * Bradley Dorrington AIH – Owner, The Wine Cellar & Chair of the IOH Youth Council Artwork and Branding: Sonia Cresswell (MIH) Music by: Leon Williams (FIH) World-Class Onboarding: Why First Impressions Matter More Than Ever What if onboarding wasn’t an admin process… but one of the most important emotional moments in a person’s career journey? In this episode, Phil Street is joined by Raj Chakraborty, Sally Lock and Bradley Dorrington to explore what truly creates a world-class onboarding experience in hospitality. From first impressions and company culture to generational expectations, human connection and leadership visibility, this conversation digs into the moments that shape whether somebody feels like they genuinely belong or whether they start questioning their decision before week one is even over. As Bradley perfectly puts it: “World class onboarding is when someone finishes their first month and thinks… I made the right decision joining this business” In This Episode, We Discuss: * Why onboarding begins long before day one * The difference between onboarding and “just processing paperwork” * Why belonging matters more than ever in hospitality * How poor onboarding creates overwhelm, uncertainty and disengagement * Why communication is still the most underrated onboarding tool * The importance of culture in shaping employee experience * Why businesses need to “sell themselves” to candidates now * The role leadership visibility plays in helping new starters feel valued * How onboarding should adapt to different generations and personalities * Why hospitality businesses should treat employees with the same care as guests Why Our Guests Said, “I’m In!” Raj Chakraborty: Raj credits the Institute with playing a meaningful role throughout his hospitality journey and values the way it supports people at every stage of their careers. Sally Lock: Having joined through Splendid Hospitality Group’s partnership with the IOH, Sally sees the Institute as a powerful source of networking, insight, development and industry connection. Bradley Dorrington: As Chair of the Youth Council, Bradley believes deeply in creating spaces where hospitality professionals from all generations can connect, learn and support one another. Outstanding Quotes from the Episode * “People need to be at the centre of everything” – Raj Chakraborty * “Onboarding starts the minute a candidate engages with the brand” – Sally Lock * “We are irrelevant without people” – Bradley Dorrington * “People will always remember how you made them feel” – Phil Street * “If the systems fail, people are there to pick it up” – Raj Chakraborty Key Takeaways for Hospitality Leaders * Onboarding is an experience, not an admin task * Small human interactions often matter more than expensive processes * Candidates begin forming opinions from the very first interaction * Great onboarding reduces anxiety, overwhelm and early turnover * Leadership visibility creates trust and reassurance * Culture should be felt immediately, not explained months later * Hospitality businesses must treat onboarding with the same care as guest experience Or, as this episode repeatedly reinforced: Systems matter. But people make systems believable. Join the Conversation Twitter/X: @IoH_Online Instagram: @ioh_online LinkedIn: Institute of Hospitality [https://www.linkedin.com/company/institute-of-hospitality/posts/?feedView=all] Website: The Institute of Hospitality [https://www.instituteofhospitality.org/] In hospitality, first impressions matter. Not just for guests. For people, too. And when onboarding is done well, people don’t just join a business. They start believing they belong there.

#056 - I'm In - Demystifying Stigmas around Redundancy

This Podcast is Sponsored by Leonardo Hotels UK & Ireland https://www.leonardohotels.co.uk/ [https://www.leonardohotels.co.uk/] Host: Phil Street FIH Guests: * Ben Purton FIH – Hospitality Consultant and Leadership Advisor * Jake Armiston MIH – Hospitality Operator and IOH Midlands Committee Member * Alessandra Beqiraj AIH – HR Professional, Leonardo Hotels Artwork and Branding: Sonia Cresswell (MIH) Music by: Leon Williams (FIH) Demystifying the Stigma Around Job Loss Redundancy. Job loss. Career breaks. Few topics carry quite so much emotional weight, or so much quiet stigma. In this honest and deeply human conversation, Phil Street is joined by Ben Purton, Jake Armiston and Alessandra Beqiraj to unpack what job loss can do to identity, confidence and belonging and why, despite how it feels in the moment, it is so often not an ending at all, but a redirection. Drawing on lived experience from all sides of the table, those going through redundancy, those supporting others through it, and those managing the process, this episode explores how we might remove shame, increase empathy, and reframe what comes next. In This Episode, We Discuss: * Why job loss often feels like a loss of identity, and how to separate self-worth from job title * The hidden stigma people place on themselves after redundancy * Why gaps on a CV shouldn’t be treated as red flags * Whether we need to reframe “redundancy” as a career transition or career break * How employers can handle difficult conversations with greater empathy and dignity * Why communication, not assumption, is the missing piece in recruitment * The pressure to “bounce back quickly” and where that pressure comes from * Why career breaks, pivots and transitions should be normalised * The role the IOH and professional networks can play when people need support most * What may be waiting on the other side of job loss that you simply can’t see yet Why Our Guests Said, “I’m In!” Ben Purton: Ben has long seen the Institute as a vehicle for giving back, helping others navigate crossroads, build confidence, and access the support and perspective many of us need at key moments in our careers. Jake Armston: Originally drawn to the practical development opportunities the IOH offered as a student, Jake’s involvement has grown into something much bigger, community, contribution, and helping shape the industry’s future. Alessandra Beqiraj: Initially sceptical about joining, Alessandra came to see the IOH as a place for growth, standards, and meaningful professional connection, particularly in an industry built on people. Outstanding Quotes from the Episode * “What feels like an ending is often just the moment the next version of you is allowed to begin” – Phil Street * “Redundancy isn’t a reflection of your worth” – Ben Purton * “We are amazing at filling in the blanks before we know anything” – Phil Street * “If we call it a career break, it changes the whole lens” – Alessandra Beqiraj * “Your craft and your work ethic don’t disappear with your job title” – Ben Purton * “Everything happens for a reason… there’ll be something better around the corner” – Jake Armston Join the Conversation Twitter/X: @IoH_Online Instagram: @ioh_online LinkedIn: Institute of Hospitality [https://www.linkedin.com/company/institute-of-hospitality/posts/?feedView=all] Website: The Institute of Hospitality [https://www.instituteofhospitality.org/] Losing a job can feel deeply personal. But as this episode reminds us, it does not define you, and it may yet be the start of something you can’t currently imagine.

#055 - I'm In - The Systemic Win

This Podcast is Sponsored by Leonardo Hotels UK & Ireland https://www.leonardohotels.co.uk/ [https://www.leonardohotels.co.uk/] Host: Phil Street FIH Guests: 1. Mike Wood FIH – General Manager, Hempstead House 2. Dawn Lawrence MIH – CEO, HJUK 3. Sidiqa Hazara AIH – Membership & Commercial Team, Institute of Hospitality Artwork and Branding: Sonia Cresswell (MIH) Music by: Leon Williams (FIH) The Systemic Win: Can Hospitality Design Success, Or Does It Happen Naturally? What if success in hospitality wasn’t about individual brilliance… but about the system that surrounds it? In this thought provoking episode, Phil Street is joined by Mike Wood, Dawn Lawrence, and Sidiqa Hazara to explore the idea of a “systemic win”, creating environments where everyone benefits: the business, the team, the guest, and the wider ecosystem. From elite sport analogies to oak tree metaphors (yes, really), this conversation wrestles with a fundamental tension in hospitality: Can you systemise success in an industry built on human moments? In This Episode, We Discuss: 1. What a “systemic win” actually means in a hospitality context 2. Why systems can provide stability, but not always solutions 3. The danger of relying on a single “hero” within a business 4. Why hospitality is too dynamic to ever be fully systemised 5. The balance between structure and spontaneity 6. How great systems can support, but never replace, people 7. The role of communication, trust, and culture in creating consistency 8. Why empowerment beats control when things go wrong 9. The importance of agility in a constantly shifting environment 10. Creating conditions where team, guest, and business all win simultaneously Why Our Guests Said, “I’m In!” Mike Wood: “It’s all about giving back. If everyone shares, everyone learns” Dawn Lawrence: Dawn values the IOH for its ability to connect people, share insights, and support future talent. From legislation to lived experience, it’s a hub for learning and collaboration Sidiqa Hazara: Coming from outside hospitality, Sidiqa sees the IOH as both a learning platform and a community, a place to understand the industry while contributing back to it Outstanding Quotes from the Episode 1. “You can have the best systems in the world… but without communication, it’s dead” – Phil Street 2. “There’s no point keeping information to yourself… if everyone gives back, everyone learns” – Mike Wood 3. “You can take a really talented human being and put them into a broken system… and they’re still going to struggle” – Phil Street 4. “The system should hold its own, something you can always fall back on” – Mike Wood 5. “It’s all about people, not necessarily about systems” – Dawn Lawrence 6. “Hospitality is a moment business, every interaction is different” – Sidiqa Hazara 7. “Design an environment where the business, the team, and the guest all benefit” – Sidiqa Hazara Join the Conversation Twitter/X: @IoH_Online Instagram: @ioh_online LinkedIn: Institute of Hospitality [https://www.linkedin.com/company/institute-of-hospitality/posts/?feedView=all] Website: The Institute of Hospitality [https://www.instituteofhospitality.org/] Surely hospitality will never be fully systemised? and that’s exactly why it works But when the right systems meet the right people? That’s where the magic, and the real wins, happen. I hope this episode gets you thinking Enjoy!

#054 - I'm In - Are we Over Reliant on AI?

This Podcast is Sponsored by Leonardo Hotels UK & Ireland https://www.leonardohotels.co.uk/ [https://www.leonardohotels.co.uk/] Host: Phil Street FIH Guests: 1. Adam Hamadache FIH - Founder, Formula; Digital Growth Specialist 2. Sonia Cresswell MIH - Marketing & Communications, Institute of Hospitality 3. Ryan Thomas AIH - Duty Manager, Whitbread; Hotel Manager Programme Artwork and Branding: Sonia Cresswell (MIH) Music by: Leon Williams (FIH) Are We Over-Reliant on AI? AI is everywhere. On our phones. In our booking engines. In our revenue tools. In our copywriting. In our discovery journeys. So, the question becomes: Are we enhancing our thinking… or avoiding it? In this wide-ranging and honest conversation, Phil is joined by Adam Hamadache, Ryan Thomas, and Sonia Cresswell to explore whether hospitality is using AI wisely, or leaning on it a little too heavily. From digital discovery and operational efficiencies to education, ethics, creativity, and even Tom Hiddleston’s wardrobe, this episode pulls no punches. In This Episode, We Discuss: 1. Where each guest sits on the AI adoption scale, from cautious user to daily dependency 2. AI as an efficiency tool vs AI as a crutch 3. Why hospitality operations are increasingly embedding AI into call handling and guest interaction 4. Revenue management and digital marketing as major AI growth areas 5. The seismic shift from “ranking on Google” to “being recommended by AI” 6. Whether AI enhances creative thinking, or quietly erodes it 7. The risk of de-skilling in education and leadership 8. The ethical grey zone of AI generated work 9. How young professionals are navigating AI in education 10. Why over hyping AI can be as dangerous as ignoring it 11. The importance of healthy scepticism when using AI tools Why Our Guests Said, “I’m In!” Adam Hamadache FIH: Adam believes hospitality needs strong institutions to champion the breadth and value of the industry. For him, the IOH plays a crucial role in advocating for hospitality as a serious, dynamic profession, particularly at a time when recruitment and recognition remain challenges. Sonia Cresswell MIH: From inside the organisation, Sonia describes the IOH as one big hospitality family. Working closely with members daily, she sees first-hand the genuine care and connection that drives everything the Institute does. Ryan Thomas AIH: Ryan describes the IOH as his “perfect partner for progression.” As someone early in his leadership journey, he values mentoring, networking, and being part of a professional community that recognises potential and supports development. Outstanding Quotes from the Episode 1. “AI can give you very convincing gobbledygook” - Adam Hamadache 2. “It’s not that different from people using pre-designed stuff on Canva… that’s been happening for a lot longer than AI” – Sonja Cresswell 3. “It’s polished rubbish” - Ryan Thomas 4. “Ideally, it should act as a thinking partner, not a replacement for your brain” - Ryan Thomas 5. “Stop thinking of it as ranking. Start thinking about being recommended” - Adam Hamadache 6. “If you use it as a tool, as a partner tool, rather than actually to do it for you, it’s definitely the way forward” - Sonja Cresswell 7. “If you use it properly, it enhances clarity. If you copy and paste, it becomes a shortcut” - Ryan Thomas 8. “We have to approach AI with healthy scepticism” - Adam Hamadache 9. “It’s a touch unregulated… it can effectively be left to run wild” - Phil Street Join the Conversation X: @IoH_Online Instagram: @ioh_online LinkedIn: Institute of Hospitality [https://www.linkedin.com/company/institute-of-hospitality/posts/?feedView=all] Website: The Institute of Hospitality [https://www.instituteofhospitality.org/] AI isn’t coming. It’s here. The real question isn’t whether we use it, it’s how consciously we choose to.