Food Service Matters

Hosted by Patrick McDermott

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Jun 2026

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About the show

Welcome to 'Food Service Matters: A DigiTally Podcast' where we bring you conversations with industry leaders in the food service sector. Hosted by DigiTally CEO Patrick McDermott, each episode delves into the key challenges and opportunities facing the industry, highlighting the latest trends and creating a dynamic space for discussions about the future of food service. Join us as we explore the world of food service and discover the latest innovations and best practices that are shaping the sector.

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35 recent

June 12, 202610 min

Hospitality Without Friction: Why Every Generation Now Expects Convenience Differently | Future Perspectives Ep. 1

Food Service Matters presents Future Perspectives – a special mini-series exploring how changing generational expectations are reshaping the future operating model of food service.In Episode 1, Patrick McDermott explores a simple but important question: Has convenience become more important than hospitality?From QR ordering and mobile apps to self-service technology and frictionless customer journeys, every generation now expects convenience in different ways. The challenge for food service operators is finding the balance between efficiency and the human experience that hospitality is built upon.Patrick discusses how customer expectations are evolving, why friction has become one of the biggest threats to customer satisfaction, and what food service leaders can learn from industries that have already embraced convenience as the standard.Key themes include:Hospitality vs convenienceDigital ordering and customer expectationsGenerational differences in service preferencesFrictionless customer experiencesThe role of technology in hospitalityWhat the future of food service may look likeFood Service Matters: Future Perspectives is a five-part series examining the trends, behaviours and expectations that will shape the next generation of food service operations.

May 29, 202619 min

BONUS #33 The Heroes of Food Service

Who are the real heroes of food service?In this special bonus episode of Food Service Matters, Patrick McDermott looks back on one question that has produced some of the most insightful, human and revealing moments across the podcast so far:“Who is your food service hero?”Featuring reflections and stories from guests across the industry, this episode explores the people who continue to inspire some of food service’s most respected leaders.From kitchen porters and mentors to industry pioneers, business partners and industry leaders, the answers reveal the values that continue to shape modern food service:leadership,resilience,humility,mentorship,operational excellence,and genuine care for people.A thoughtful, uplifting and human look at the people behind the industry.

April 24, 202646 min

#32 People, Value and Trust: The Foundations of Commercial Success - Nico Prinsloo

Season 4, Episode 4 - Nico PrinslooIn this episode of Food Service Matters, Patrick sits down with Nico Prinsloo, an experienced food service commercial leader with a strong track record in business development, client retention and strategic growth.Nico shares his journey into the sector - from starting out as a barista after moving to the UK, to building a successful career in commercial leadership across some of the country’s most influential catering businesses.A major theme throughout the conversation is commercial value - and how the most successful partnerships are built not on price alone, but on trust, authenticity and delivering meaningful value over time.Nico highlights three key principles that have shaped his approach throughout his career:- People buy people- Deliver what you promise- Focus on value, not priceTogether, these ideas form the foundation of strong client relationships, more effective business development and better long-term retention.The conversation also explores how value is created in practical terms - through great environments, strong service, quality food and a consistent customer experience. As Nico explains, when those elements are right, people focus less on price and more on the value they’re receiving.Patrick and Nico also discuss the evolving workforce, particularly the growing influence of Gen Z, and what food service operators need to understand about communication, feedback, mentoring and customer expectations in the years ahead.Another strong thread in the episode is the tender process - and why so many tender responses fall short. Nico shares his perspective on the importance of asking the right questions, listening properly, and reading between the lines in order to truly understand what a client needs and where additional value can be created.The discussion also touches on retention, innovation, data, customer experience and the challenges facing the sector - from inflation and political uncertainty to attracting and developing future talent.This episode offers a practical and thoughtful perspective on growth in food service, and a strong reminder that commercial success is ultimately built on relationships, trust and consistently delivering what you promise.

March 27, 202638 min

#31 Feeding Performance: Balancing Nutrition, Waste and Cost in Schools - John Murphie, ISBA

Season 4, Episode 3 - John Murphie, Former COO, ISBAIn this episode of Food Service Matters, Patrick sits down with John Murphie, former Chief Operating Officer at the Independent Schools Bursars Association (ISBA).John brings decades of operational experience to his work supporting more than 1,300 independent schools across the UK. One of the key themes throughout the conversation is the challenge of feeding both students and staff in a way that balances quality, nutrition and enjoyment. Schools are increasingly looking for ways to ensure that food not only tastes good, but also supports concentration, wellbeing and overall performance.John also highlights how many schools are successfully making improvements in reducing salt and sugar, demonstrating that healthier options don’t have to come at the expense of taste or satisfaction.Sustainability is another major focus of the discussion. For bursars, the responsibility goes beyond finances - it includes ensuring schools are meeting wider sustainability goals.Food waste, particularly plate waste, is a growing area of attention. John shares a powerful example of one school that measured its food waste and discovered it was generating the equivalent of six minibuses of waste per year. By actively measuring and addressing the issue, the school reduced that to just two minibuses within eight months.A key part of that success was student engagement. John explains how involving students in the process - listening to their feedback, creating committees and keeping them informed - can lead to meaningful improvements in waste reduction, sustainability and overall satisfaction.The episode highlights how schools can achieve better outcomes by combining measurement, collaboration and a shared commitment to continuous improvement.One powerful example comes from Woodhouse Grove School, which discovered the scale of its plate waste and decided to take action.The result: Food waste reduced by 50% in just 5 weeks, saving the school £10,000 per year.The key? Measuring what was being wasted, involving students in the process, and continuously improving.Read the full case study: https://www.digitally.io/students-voice-school-food-waste/

February 27, 202653 min

#30 Real Food, Real Culture: Building People-First Food Service with Lynn Daily Senior Vice President of Operations at Thomas Cuisine

Season 4, Episode 2 — Lynn Daily, Thomas CuisineIn this episode of Food Service Matters, Patrick is joined by Lynn Daily, Senior Vice President of Operations at Thomas Cuisine — and the podcast’s first guest from the United States.Based in Boise, Idaho, and with a team of more than 2,000 employees, Thomas Cuisine has built its reputation around two core pillars: a caring, people-first culture and a commitment to serving real food made from scratch.With a career spanning healthcare, nutrition and food service leadership, Lynn shares how her background as a registered dietitian continues to shape her approach to operations, culture and long-term growth.A central theme throughout the conversation is “real food” - not just as a culinary philosophy, but as an operational strategy. By focusing on quality ingredients and scratch cooking, teams can maintain greater control over waste, consistency and nutritional value while delivering better outcomes for clients and customers.Lynn also discusses the importance of building strong, collaborative teams - from hiring the right people at the right level to encouraging experienced leaders to support and mentor newer team members entering the industry.The conversation explores how Thomas Cuisine approaches client relationships differently, viewing them as a matchmaking process where shared values and expectations are essential for long-term success. Ingredient integrity and sustainability are also front of mind. Lynn shares how the organisation is proactively working to remove unnecessary additives from its ingredient supply and take greater control of food quality - not waiting for legislation to drive change, but leading from the front.Finally, Lynn reflects on some of the sector’s biggest challenges, including labour pressures and the importance of giving chefs and teams the autonomy to express their craft while maintaining strong operational standards.This episode offers a thoughtful and practical look at how culture, nutrition, operational discipline and people-first leadership come together to create truly sustainable food service businesses.

January 30, 202656 min

#29 From Kitchen Porter to Purpose-Led Leader: David Anderson, Fuelling Minds

In the opening episode of Season 4, Patrick sits down with David Anderson, Founder and Managing Director of Fuelling Minds, to explore leadership, sustainability and what it takes to build a purpose-led food service business from the ground up.David shares his journey from kitchen porter to industry leader, reflecting on the experiences that shaped his approach to people, culture and values-driven decision- making throughout his career.Now, through Fuelling Minds, David is building an owner-led, independent catering management business focused on fresh, natural ingredients, strong supplier partnerships, client collaboration and sustainability at the core of every operational decision.One key theme in the conversation is retention and team engagement. David discusses the importance of empowering people, encouraging ownership, and creating environments where teams genuinely want to show up and perform.Operational realities also feature strongly, including supply chain partnerships, aligning values with client contracts, and adapting to changing consumer eating habits — such as grazing replacing traditional meal structures and the impact this has on planning and costs.David introduces a standout analogy that perfectly captures the modern chef’s reality:“A chef’s knife in one hand and a calculator in the other.”Highlighting the growing need to balance creativity with commercial awareness. The conversation also explores technology and AI — not as replacements for people, but as tools that should support efficiency while protecting the human connection at the heart of hospitality. Sustainability is a major focus throughout, with David sharing practical approaches including local sourcing, plant-based menu development, smarter forecasting to reduce food waste, composting, reusable packaging, energy-efficient equipment and educating teams to reduce waste and costs.Finally, David reflects on the industry’s biggest challenges and opportunities — from attracting new talent and managing cost pressures, to building resilience and using technology as a strategic enabler. This episode offers practical insight, honest leadership lessons and a clear view of what purpose-led food service can look like in action.

December 26, 20251 hr 23 min

BONUS #28 Navigating Change: Food Service Leaders on 2025, AI and What Comes Next

In this special end-of-year episode of Food Service Matters, host Patrick McDermott, CEO of DigiTally, is joined by an exceptional group of food service leaders to reflect on the year that was — and to look ahead to the year to come.Across this conversation, guests share:- The moments and insights that defined 2025- What surprised them most over the past year- How AI and technology are starting to influence food service operations- Their predictions for 2026 and beyondFeaturing voices from across catering, nutrition, consultancy, and hospitality, this episode brings together leaders who are shaping the future of food service through curiosity, innovation, and practical experience.If you’re involved in food service — whether in schools, workplaces, hospitality or contract catering — this episode offers perspective, reflection, and a forward-looking view of where the industry is heading.

October 31, 202544 min

#27 Food, Artistry & People: Inside Dinner Ladies with Emily Plunket

Season 3, Episode 9 — “Food, Artistry & People: Inside Dinner Ladies with Emily Plunket”.In this episode, Patrick speaks with Emily Plunket, Executive Chef and Co-Founder of Dinner Ladies, a London-based catering and events company where food, artistry, and people come together to create unforgettable experiences.Emily shares the story of how she and co-founder Lily Cai met at university, moved to Shanghai, and were inspired by its bold flavours, energy, and creativity — unknowingly planting the seed for Dinner Ladies. Back in the UK, their supper clubs became the foundation of a company now known for turning events into experiences.Together, they discuss:Personalisation in hospitality – why listening and tailoring matters more than ever.Sustainability and community – from seasonal menus to The Sharing Plates initiative with The Felix Project and Street Kitchens.Empowering people – building a workplace where staff are heard, trusted, and supported.The future of hospitality education – showing young people that food service can be both creative and fulfilling.Dinner Ladies shows what happens when creativity, purpose, and people come together around the table.Listen now and don’t forget to subscribe for more.

September 26, 202552 min

#26 Scott Morley on Food Education, Care, and Culture at Holroyd Howe

Season 3, Episode 8 – Scott Morley on Food Education, Care, and Culture at Holroyd HoweThis week on Food Service Matters, Patrick McDermott is joined by Scott Morley, Managing Director at Holroyd Howe — a company dedicated to serving fresh, nutritious food to independent schools across the UK.Scott’s career journey — from chef to MD — is built on a simple ethos: food education and care. In this episode, he shares candid insights into how Holroyd Howe is shaping the future of school catering:Why every meal is cooked from scratch using local, British ingredientsHow apprenticeships and clear career pathways give young chefs opportunities to grow — nationally and internationallyWhy listening to pupils’ evolving tastes, from high street trends to sports nutrition, is central to engagementHow allergen management and sustainability have become non-negotiable in schoolsAnd why mindful dining starts with one rule: “Take what you want, eat what you take”It’s a grounded, practical, and inspiring conversation from a leader who has grown with the business — and continues to champion its mission of care.🎧 Tune in now for lessons in leadership, food culture, and the future of school dining.

August 29, 202550 min

#25 People First: Blain Shepherd on Culture, Tech and Transparency at Thomas Franks

Season 3, Episode 7 – People First: Blain Shepherd on Culture, Tech and Transparency at Thomas Franks.This week on Food Service Matters, host Patrick McDermott sits down with Blain Shepherd, UK Managing Director at Thomas Franks Ltd — an independent caterer known for its client-first culture and commitment to chef creativity.Blain shares a candid look at how Thomas Franks is evolving, from onboarding school leavers to building personal development plans that empower team growth at every level.In this episode, Blain and Patrick discuss:• The impact of Project Unity on financial transparency and client relationships• How investing in young talent builds long-term strength• What freedom really means for chefs — and why it matters• The role of tech in simplifying processes and saving time• Why culture and trust still sit at the heart of good food serviceIt’s a grounded, thoughtful conversation from someone who’s grown up in the business and is helping shape its future.Tune in for lessons in leadership, transparency, and nurturing people in food service.