#239 - Hospitality Meets Dulcie Swanston - It's Not Bloody Rocket Science

This week on Hospitality Meets, Phil sits down with Dulcie Swanston, bestselling author, executive coach, leadership trainer, neuroscience and psychology “magpie,” and one of the clearest thinkers you’ll ever meet in hospitality.Dulcie’s career spans 23 years at Bass PLC / Mitchells &amp; Butlers, senior HR leadership, graduate programme design, global executive coaching, and now running multiple businesses that all share one simple mission:Make complicated things simple, and usable now!From accidentally falling into hospitality after realising acting wasn’t for her… to becoming one of the most trusted leadership thinkers in the industry… this episode is packed with stories, insight, Yorkshire humour, and a lot of truth.In This EpisodeWhy Dulcie believes “it’s not bloody rocket science” and why simplicity is a leadership superpowerAccidentally landing a graduate role at Bass PLC because it was the only application deadline still open, and why that changed everythingTurning up on day one… only to be told the marketing department no longer existedBecoming the company’s first ever “commercial graduate” a role nobody could quite defineWorking across finance, property, operations, HR and brand, and why that breadth became a giftManaging O’Neill’s pubs taking £50–60k a week and winning global performance awardsRecruiting and developing women into leadership roles when talent was hidden in plain sightFinding her true calling in HR in her mid 30s and realising leadership is about helping others be great at their jobsThe difference between leaders whose teams perform only when they’re present… and leaders whose teams thrive when they’re notWhy great leaders (and great coaches) aim to make themselves redundantImposter “Syndrome”? Not Here.One of the standout sections of the episode is Dulcie’s reframing of imposter syndrome which she refuses to call a syndrome at all.Instead, she calls it:Well, tune in to find outHer take?“If you think you’re finished as a leader or coach — you’re finished.”She shares powerful imagery about the two voices on our shoulders, why our brains constantly lie to protect us, and how learning to notice those lies without shame is the key to growth.Stand-Out Quotes“Happy people make more money.” Dulcie Swanston“The brain isn’t a video recorder — it’s an editing machine.” Dulcie Swanston“Great leaders get their teams to perform brilliantly when they’re not there.” Dulcie Swanston“If you think you’re done learning — move aside.” Dulcie Swanston“Comfort with ambiguity is one of the greatest leadership strengths there is.” Dulcie SwanstonWhy ListenThis episode is a goldmine for anyone who:<span class="ql-ui"...

This week on Hospitality Meets, Phil sits down with Matt McCabe, Founder of Subu Connect - a platform created to bridge the gap between food and beverage suppliers and global buyers across airlines, foodservice and hospitality.Matt’s story is one of curiosity, courage, accidental brilliance, and a lot of beautifully human learning along the way. From a 19-year-old Irish hotel management student taking a leap into a German kitchen… to buying food for prisons, parliaments and planes… to building his own tech platform from scratch - this is a masterclass in connection, leadership, humility and trust.It also includes one of the greatest stories ever told on the podcast involving… mayonnaise.In This EpisodeHow a leap of faith took Matt from hotel school in Ireland to cooking in Germany, Switzerland and London — including a stint at The Dorchester with 120 chefs in the kitchenThe moment Matt realised chefs don’t buy food and how that insight led him into procurement and supply chain leadershipWhy asking for help (and admitting you don’t know something) is one of the most powerful leadership skills you can developWhat running food supply for UK prisons, the House of Lords, and then Emirates Airline Catering taught him about scale, systems and humanityThe emotional and cultural challenge of moving his family to Dubai - and what that transition really felt likeHow a chance LinkedIn event invitation on holiday led to the creation of Subu Connect almost overnightThe reality of becoming a founder: self-belief, risk, financial uncertainty, and emotional investmentWhy Matt believes “Every Connection Matters” - and how relationships compound over timeStand-Out Quotes“I never really believed in myself. I was waiting for the lightbulb moment — and I used that as an excuse not to start”“Every connection matters. No conversation is ever wasted”“I physically feel it when the company struggles — like you would with a child or a loved one”“We’re not the stars — the suppliers are. We’re just the stage”“People didn’t invest in the platform. They invested in me and what I stand for”Why ListenThis episode is a beautiful exploration of:Career reinvention and courageThe hidden emotional side of entrepreneurshipLeadership through vulnerability and trustThe power of curiosity and asking better questionsWhy hospitality skills translate into almost every other industryHow values shape sustainable businessesIt’s a reminder that...

This week, Phil sits down with Chetan Bhanot, Group General Manager of The Mandeville Hotel in Marylebone and Pendley Manor in Hertfordshire - two stunning properties he leads with equal parts humility, humour and impressive calm.Chetan’s story spans 32 years in hospitality, from hotel school in India, to Hilton and InterContinental, to JW Marriott Mumbai’s first-ever opening, to London’s NH Hotels, Harrington Hall, and now a dual-property leadership role he’s held for nearly a decade. It’s a journey filled with learning, pressure, kindness - and the occasional guest who forgets where they left their car.This episode is rich with leadership lessons, humanity, and proper belly laughs.In This EpisodeFinding hospitality through a school friend in India, discovering the power of people and team sports, and starting a career that now spans over 30 years Chetan BhanotThe power of environment — why even the most talented people struggle in broken systems, and how the team–self–ownership triangle must align for successHotel school → Hilton → InterContinental → JW Marriott — the early years that shaped his entire leadership philosophyMoving to the UK and rising through NH Hotels to Director of Hotels UK, with senior leaders who “held the ladder” so others could climbCOVID chaos: losing full kitchen teams, reopening four times in two years, housekeeping stepping in to help the kitchen, and how the team “kept smiling through it all” Chetan BhanotThe 2011 London riots — the scariest moment of his career, locking down the hotel, protecting guests, and hotels banding together to keep each other safeWork-life balance vs. balance — and why hospitality now can offer bothPaying it forward — why leaders must give others the same opportunities they were given, and why career growth comes when you stop chasing titles and start enjoying the workHuge expansion plans at both The Mandeville and Pendley Manor, from new bedrooms to new ballrooms to full refurbishmentsAnd the Funny Story You Have to Hear…A guest storms into reception convinced his car has been stolen from the hotel.Police nearly called.Panic everywhere.Then CCTV...I'll let you tune in to hearStand-Out Quotes“You’re not what happens to you — you are how you choose to rebuild”“During COVID, we didn’t open once — we opened four times. And every time, the team stood together”“Failure is a negative word. Replace it with ‘learning’ — it changes everything”“A team works when ego and job titles are left at the door”“People held the ladder for me. Now it’s my turn to hold it for others”Why...

To watch this episode, head to https://youtu.be/tMghGC2VZMoThis week, we’re in one of the stunning bedrooms at Corinthia London, talking to a man whose story genuinely feels like a film.Simon Casson, now CEO of Corinthia Hotels and former President EMEA at Four Seasons, was once told at 15 that he was a failure, that his education was over, and that he should “learn to fix cars or join the army”He went home devastated. His mum came back from a bar shift, wrapped her arms around him and said:“Simon, you’re special. You’re going to be a leader of men. You’re going to achieve great wealth and success. And I believe in you”From washing dishes and sleeping in a room above a local restaurant… to becoming the youngest GM in Four Seasons… to running 45 hotels and 17,000 people… to now leading Corinthia’s push to “challenge luxury’s usual suspects” - this is a story of belief, graft, failure, and a very people first kind of success.In This Episode“You’re a failure” at 15 – the careers officer, the crushing conversation, and the one sentence from his mum that changed everythingDishes, cheap digs &amp; cheap labour – washing up, living above the restaurant, then a “management training scheme” that was really just doing every job in the hotel (and secretly the best education imaginable)Castles, chefs &amp; the Four Seasons bug – being spotted by Kit Chapman at The Castle at Taunton, working alongside a young Gary Rhodes, and being introduced to Four Seasons as “the greatest hotel company in the world”From managing to leading – the early disaster as Room Service Manager at Four Seasons London and the moment it all changedWashington, Doha, Dubai &amp; beyond – Clinton era D.C., meeting heads of state and celebrities, becoming the youngest Four Seasons GM in Doha, opening hotels in the Middle East and Africa, and eventually becoming President for Europe, Middle East &amp; AfricaSacrifice, anxiety &amp; imposter syndrome – missing chunks of his kids’ childhood, hiding the fact he had no degree, and learning that pressure, doubt and growth often live in the same roomThe “second mountain” – stepping away after 35 years at Four Seasons, retreating to a farm in Croatia, and then being courted by global brands before choosing Corinthia as the place to write his next chapterCorinthia’s new chapter – why London was transformational, how New York became “the star of the Met Gala”, and what it really means to be a “true contender” in global luxuryStand-Out Quotes“When the whole world’s saying, ‘No, you can’t,’ you really just need one person to say, ‘Yes, I believe in you. You can.’”“We’re all masters of our own destinies. We all have to polish our own diamond.”“Leadership has to be rooted in humanity. It has to be rooted in kindness. It has to be anchored in really caring about people’s...

Every now and then, an episode arrives that contains everything we love about hospitality:chaos, heart, humour, problem solving… and at least two stories involving naked guests.This week Phil chats with James McComas FIH, General Manager of Eastwell Manor, part of the Champneys Group. At 6'5", James is one of the tallest men Phil knows — which, as it turns out, comes with unexpected job perks But behind the laughter sits a deeply thoughtful leader with a wonderfully varied hospitality journey: from growing up on army bases and falling into hotels at 15, to adventuring across the US, spending five transformational years in New Zealand, then returning to the UK to run heritage properties, country houses and boutique hotels.In This EpisodeHow James went from growing up on army bases to discovering hospitality at 15 and never looking backWild stories from Colorado and the early years, including saunas and frat partiesFive transformative years in New Zealand and the cultural lessons that shaped his leadership styleThe messy, brilliant reality of becoming a GM, including sewage explosions, fires, and emotional hospitalityLife at Eastwell Manor today: heritage charm, low doorframes, and why tall GMs are secretly maintenance heroesMore than his fair share of nudity exposureStand-Out Quotes“The absence of criticism is not the same as the provision of support”“You almost can’t be wrong — because in that moment, you don’t yet know what ‘right’ is”“Everywhere I’ve worked, I’ve come away grateful for what I’ve learned”“These stories balance out the tough days — they remind you why we do this”Why ListenThis episode is everything hospitality really is:funny, unpredictable, emotional, human, and a lifelong learning journey.James brings:Sharp leadership insightReal talk about stepping up to GMIncredible travel storiesA deep appreciation for culture and peopleTwo of the best hotel anecdotes ever recordedAnd behind the humour is a leader who genuinely loves this industry, and shows you exactly whyEnjoy!Show PartnersA big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams.RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/philAlso, a massive shout out to our new show partners ApronRunning a hospitality business means juggling endless payments - from suppliers to staff - all while keeping cash flow in check. That’s where Apron helps.With Apron Bill Pay, you can manage every supplier payment in one place, approve and schedule bills, and sync automatically with Xero or QuickBooks.And with the Apron Card, your team can spend easily while you stay in control - and earn rewards on every purchase.Learn more at getapron.com.This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

If you’ve ever wondered what happens when you mix hustle, humility, a bit of chaos, and a moment of pure stage-fright… this episode has you covered.This week, I sat down with Tom James, Managing Director of Bill’s Restaurants, and a man whose career has taken him from glass collector to running iconic hospitality brands with a detour involving an incident with Jamie Oliver. Is that really his name?it’s every bit as painful and glorious as it sounds.But beyond the comedy gold, Tom brings serious insight on leadership, culture, brand evolution, and the real work behind transforming a casual dining business in a turbulent market.In This EpisodeThe 16 year old glass collector who instantly fell in love with the buzz of hospitalityWhy hospitality should count as national serviceThe mentor who changed Tom’s life and convinced him to skip his degree for a bar manager job at 20Becoming a General Manager at 24 and the power of someone seeing potential in you before you see it in yourselfForgetting everything you think you know when joining a new business (and why it matters)The Padstow Hotel summer that taught him more in four weeks than the entire year beforeWhy casual dining’s old “playbooks” no longer work in a market that changes every two monthsHow Bill’s rebuilt its identity, doubled EBITDA, and refocused the business around culture, data and genuine hospitalityWhy six out of ten experiences are basically an invitation to try somewhere elseStand-Out Quotes“You’ve always got to find a way. The failures… what are the learnings? How can I do it better?”“The nicest, kindest, most generous man I’ve met in hospitality is Bill — he’s still our cultural benchmark.”“Six out of ten is saying: try somewhere else next time.”“The best loyalty comes from emotional connection — not discounting.”“I learned more in four weeks running that hotel than in the entire year before.”Why ListenThis episode is a masterclass in:Leadership without egoCulture-driven transformationBrand identity in a challenging marketThe messy, human, hilarious reality of hospitalityAnd above all, Tom’s story is a reminder of why this industry is so special:it takes good people, stretches them, teaches them, shapes them — and occasionally gives them stories they’ll never, ever live down.Including Jamie OliverShow PartnersA big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams.RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/philAlso, a massive shout out to our new show partners ApronRunning a hospitality business means juggling endless payments - from suppliers to staff - all while keeping cash flow in check. That’s where Apron helps.With Apron Bill Pay, you can manage every supplier payment in one place, approve and schedule bills,...

This week, we’re talking about something every hospitality person knows all too well: pain.Back pain. Neck pain. Shoulder pain. “I’ve been on my feet for 14 hours” pain. But what if… most of it isn’t actually coming from your body?Enter Gemma McFall (Gemma McFall – Pain Reprocessing Therapist)— Chronic Pain Recovery Coach, former hotel HR leader, Disney alum, and the only person whose first hospitality shift involved covering herself in six bowls of soup.A true industry baptism. 😂Gemma lived with debilitating chronic pain for ten years — through hotels, homeworking, young kids, and long haul flights — before discovering the science that completely changed her life.Now, she helps hospitality people understand the one thing no one ever told us:👉 Pain is created in the brain — and it can be unlearned.In This EpisodeThe hospitality origin story involving Leicester Tigers and soupHow her dream career turned into years of chronic painWhy perfectionists, overthinkers &amp; people-pleasers are most at riskThe science of pain: threat systems, predictive coding &amp; fear loopsThe moment she realised nothing was “structurally wrong”What actually works — education, evidence logs, emotional awarenessWhy chefs, servers and managers often misattribute pain to the jobHow leaders can spot pain patterns in their teamsGemma’s stand-out lines“Pain becomes a learned response — it’s predictive coding”“Being old doesn’t equal being in pain”“The smartest people have the worst pain”“People get used to being in pain. It becomes a way of being”Why ListenIf you’ve ever blamed your job, your shoes, your mattress or your age for your aches, this episode will change your thinking completely.It’s funny, practical and properly eye-opening.A genuine life-upgrade episode.Show PartnersA big shout out to the first of today’s show partner, RotaCloud, the people management platform for shift-based teams.RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/philAlso, a massive shout out to our new show partners ApronRunning a hospitality business means juggling endless payments - from suppliers to staff - all while keeping cash flow in check. That’s where Apron helps.With Apron Bill Pay, you can manage every supplier payment in one place, approve and schedule bills, and sync automatically with Xero or QuickBooks.And with the Apron Card, your team can spend easily while you stay in control - and earn rewards on every purchase.Learn more at getapron.com.This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

This week, I sat down with Jacu Strauss, Architect, Designer and Creative Director of Lore Group - the team behind iconic hotels like Sea Containers London, Pulitzer Amsterdam, Riggs Washington DC, Lyle, and 100 Shoreditch.Jacu’s journey is extraordinaryFrom growing up in the Kalahari Desert, dreaming up imaginary worlds, teaching himself to draw and paint, and spending Christmases in his grandfather’s 20 room desert hotel… to studying architecture at the Bartlett, landing a role with Tom Dixon, designing Sea Containers having never done a hotel before, and ultimately shaping some of the most distinctive hotels on the planet.This is creativity, curiosity, and courage in its purest form.In this episode, Jacu and I dive into…Growing up in the Kalahari and learning to “create his own world”How a childhood surrounded by nature, storms and stars shaped his visual imaginationBecoming an architect… in the middle of the 2008 crashJoining Tom Dixon’s studio and learning the power of storytelling in designWinning the pitch for Sea Containers London without ever having designed a hotel beforeWhy hospitality is the ultimate playground of art + scienceHow he builds hotels where guests write their own storiesThe importance of imperfection in design (“interiors should be about people”)Why comfort beats everything — “great bed, great shower, great materials”The unseen touches behind Lore Group hotelsHis philosophy on reducing waste, reusing buildings, and designing sustainablyHow to design when everyone has an opinion - and why the question “Why are we doing this?” matters more than anythingCreativity, boundaries, and the real joy of experimentationThe culture required to make creative teams flourish rather than fear mistakesQuotes from Jacu“I grew up in the Kalahari Desert… I had to create my own world” “Creativity is just problem solving” "Attitude is everything” “You can’t fool people in a hotel” “It’s not just about the end product - it’s about the journey” “Interiors should be about people. Imperfection is the most beautiful thing” “Smell is sometimes the first impression… sometimes even before you walk into a space” “I want guests to write their own story, not have an experience forced on them” "If you skip the first step - experimentation - it’s difficult to complete a project successfully” “There are no rules in design. You have to create your own rules all the time” Why this episode is worth your timeIf you’ve ever walked into a hotel and thought, “Why does this just… feel good?”This conversation is the answer.Jacu brings a rare blend of thoughtful philosophy, meticulous craft, and playful human insight. It’s a deep dive into the creative mind behind some of hospitality’s most beautiful spaces and a reminder that design is really about people, comfort, and emotion, not just aesthetics.It’s poetic, practical, and properly inspiringShow PartnersA big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams.RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.It makes work simple for your team, too,...

This week, I sat down with Dan Barnes, Managing Director of Flourish Hospitality, a learning and development consultancy built on one simple idea: that every moment in hospitality is a chance to help someone grow.Dan’s story is one of those brilliant hospitality journeys that started with polishing cutlery and pretending to be a grown-up in a suit and somehow led to building learning cultures across hotels, restaurants and private members’ clubs.From Marriott to Edwardian Hotels, Caprice Holdings and now Flourish, Dan’s career has been a masterclass in curiosity, creativity, and learning the hard (but hilarious) way.In this episode, Dan and I dive into…How he went from dreaming of being a history teacher to becoming hospitality’s go-to L&amp;D guruThe lessons learned from Marriott’s graduate scheme (and a haggis-related feedback story you won’t forget)His time at Edwardian Hotels, where he built a Food &amp; Beverage Academy and developed “The Service World to Stage” programWhy L&amp;D in hospitality is the only truly positive role in HRThe realities of pre-opening a major hotel and the mantra that kept him saneThe joy (and chaos) of opening Annabel’s and running training for 1,500 people at Caprice HoldingsWhy feedback hurts, but silence in a training room hurts moreAnd the beautiful truth that great hospitality isn’t an act, it’s genuine human connectionDan Barnes Quotes“Learning and development is the one truly positive role where every interaction is positive.”“It doesn’t have to be perfect for it to be wonderful.”“If you’re good at L&amp;D, you build rapport — which is essentially hospitality skills.”“You can’t inspire people on day one with food safety. Orientation should be about joining the journey.”“As long as you’re passionate about hospitality, you can find a career anywhere.”Why this episode is worth your timeDan embodies everything great about hospitality learning, heart, humour, and humility.This episode is packed with wisdom for anyone who’s ever tried to train, lead, or inspire a team while the fire alarm’s going off.It’s honest, it’s funny, and it’s full of lessons about resilience, storytelling, and why you should always leave space for people to find their own answers.Show PartnersA big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams.RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/philThis podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

This week, I sat down in The Den at The Other House, South Kensington, with the wonderful Jo Morgan, owner of Meliora Consultancy Services, coach, advisor to Tech on Toast and all round powerhouse of positivity.Jo’s journey is one of those you could never script. From becoming the youngest female GM in her company at 27, to running seven floating hotels for TUI Cruises, to heading up operations for The Other House and launching her own consultancy, Meliora (“the pursuit of the better”) her career reads like a masterclass in saying yes and figuring it out later.And along the way, she’s seen it a lot! And I mean a lotDouble booked hotels. Reindeer “activity” on the 18th green. Soviet-style roadshows in Odeon cinemas. And more heart, humour, and hustle than most industries can handle.In this episode, Jo and I dive into…The birth of Meliora ConsultancyHow she became the youngest female GM in the UK within her companyHer adventures in cruise operations (running seven floating hotels on WhatsApp anyone?)What it was like to deliver holidays for guests with disabilities through RevitaliseHow COVID forced her to hit reset and rediscover her purposeThe magic of The (multi award winning) Other HouseWhy making someone’s day, no matter how small, is never wasted effortAnd yes… the tale of the double booked Hotel and the reindeer "Activity" on the golf courseNotable Quotes“Everybody deserves a holiday.”“I’m not scared of learning something. Maybe it’s just undying curiosity, but I’ll Google everything.”“It’s not necessarily the mistake itself that’s the issue — it’s how you respond to it.”“In hospitality, you get a lot of chance to make people’s day. Why wouldn’t you take it?”Why this episode is worth your timeJo brings the perfect mix of real talk and relentless optimism.She’s the embodiment of why hospitality people are different, resourceful, human, endlessly curious, and full of stories that make you laugh one second and reflect the next.If you’ve ever wondered what “leadership with heart” looks like in action this is itShow PartnersA big shout out to Today’s show partner, RotaCloud, the people management platform for shift-based teams.RotaCloud lets managers create and share rotas, record attendance, and manage annual leave in minutes — all from a single, web-based app.It makes work simple for your team, too, allowing them to check their rotas, request holiday, and even pick up extra shifts straight from their phones.Try RotaCloud’s time-saving tools today by heading to https://rotacloud.com/philThis podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy