"I'm In": The Official Institute of Hospitality Podcast

Hosted by Phil Street

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Aug 2026

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Welcome to "I'm In" the Institute of Hospitality's official podcast hosted by Phil Street MIH. Each month we'll be inviting guests from Associates, Members & Fellows from around the globe to help us decode the hospitality hot topics, cold topics and everything in between as well as finding out all of the wonderful reasons to say I'm in to the Institute of Hospitality. So grab a brew and say I'm in to the IOH

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August 13, 202654 min

#59 - I'm In - The Conversation Gap as an Operational Risk

This Podcast is Sponsored by Leonardo Hotels UK & Ireland https://www.leonardohotels.co.uk/ Host: Phil Street FIH Guests: Martin Traynor OBE FIH – Supervisory Board Member, Institute of Hospitality Rafaella Chatzimarkou MIH – Assistant General Manager, New Hall Mains Sofia Mayr MIH – Cluster Revenue Manager, Hilton Artwork and Branding: Sonia Cresswell (MIH) Music by: Leon Williams (FIH) The Conversation Gap: Why Great Hospitality Begins with Better Conversations Every great partnership, friendship, innovation and decision begins the same way... With a conversation. But what happens when the right conversations never happen? In this thoughtful episode, Phil is joined by Martin Traynor OBE, Rafaella Chatzimarkou and Sofia Mayr to explore the conversation gap , the space between what we say, what people hear, what they understand, and ultimately, what they do. From leadership and frontline teams to government, generations and technology, the discussion uncovers how assumptions quietly replace understanding, and why the quality of our conversations may be one of hospitality's greatest competitive advantages. Because communication isn't just about talking. It's about closing the gap between intention and understanding. In This Episode, We Discuss: What the "conversation gap" really means in modern hospitality Why assumptions often replace genuine understanding The hidden cost of conversations that never happen The difference between hearing and truly listening Why leadership needs to spend more time on the floor Bridging the gap between decision makers and guest facing teams How generational differences can strengthen businesses rather than divide them The balance between technology, AI and genuine human connection Why creating space for conversation is becoming harder - and more important How better conversations lead to better culture, better decisions and better guest experiences Why Our Guests Said, "I'm In!" Martin Traynor OBE: A member of the Institute for more than four decades, Martin continues to support the profession through the Institute's journey towards Chartered status, bringing experience from hospitality, government and business leadership. Rafaella Chatzimarkou: For Rafaella, the Institute represents continuous learning - a place where hospitality professionals share ideas, stay current and grow together throughout their careers. Sofia Mayr: Originally joining as a hospitality student, Sofia found more than a professional body. She found a community of people who share the same passion for hospitality, development and supporting future talent. Outstanding Quotes from the Episode "Conversation is where all great progress begins" - Phil Street FIH "The conversation gap is the space between what we communicate and what people actually understand" - Rafaella Chatzimarkou MIH “The more information I have, the better I can do my job” - Sofia Mayr MIH "The difference is between hearing... and listening" - Martin Traynor OBE FIH "Nobody likes being treated like a tool for the business" - Rafaella Chatzimarkou MIH "We are amazing at building stories around what we think we know" - Phil Street FIH "What did you see today that I might not have seen?" - Rafaella Chatzimarkou MIH Join the Conversation Instagram: @ioh_online LinkedIn: Institute of Hospitality Website: https://www.instituteofhospitality.org/ Hospitality has always been built on people. The businesses that thrive won't necessarily be those with the loudest voices... They'll be the ones that listen best.

July 9, 20261 hr 9 min

#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 Instagram: @ioh_online LinkedIn: Institute of Hospitality Website: Institute of Hospitality 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.

June 11, 202644 min

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

This Podcast is Sponsored by Leonardo Hotels UK & Ireland 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 Website: The Institute of Hospitality 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.

May 14, 202649 min

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

This Podcast is Sponsored by Leonardo Hotels UK & Ireland 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 Website: The Institute of Hospitality 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.

April 9, 202649 min

#055 - I'm In - The Systemic Win

This Podcast is Sponsored by Leonardo Hotels UK & Ireland https://www.leonardohotels.co.uk/ Host: Phil Street FIH Guests: Mike Wood FIH – General Manager, Hempstead House Dawn Lawrence MIH – CEO, HJUK 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: What a “systemic win” actually means in a hospitality context Why systems can provide stability, but not always solutions The danger of relying on a single “hero” within a business Why hospitality is too dynamic to ever be fully systemised The balance between structure and spontaneity How great systems can support, but never replace, people The role of communication, trust, and culture in creating consistency Why empowerment beats control when things go wrong The importance of agility in a constantly shifting environment 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 “You can have the best systems in the world… but without communication, it’s dead” – Phil Street “There’s no point keeping information to yourself… if everyone gives back, everyone learns” – Mike Wood “You can take a really talented human being and put them into a broken system… and they’re still going to struggle” – Phil Street “The system should hold its own, something you can always fall back on” – Mike Wood “It’s all about people, not necessarily about systems” – Dawn Lawrence “Hospitality is a moment business, every interaction is different” – Sidiqa Hazara “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 Website: The Institute of Hospitality 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!

March 12, 202653 min

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

This Podcast is Sponsored by Leonardo Hotels UK & Ireland https://www.leonardohotels.co.uk/ Host: Phil Street FIH Guests: Adam Hamadache FIH - Founder, Formula; Digital Growth Specialist Sonia Cresswell MIH - Marketing & Communications, Institute of Hospitality 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: Where each guest sits on the AI adoption scale, from cautious user to daily dependency AI as an efficiency tool vs AI as a crutch Why hospitality operations are increasingly embedding AI into call handling and guest interaction Revenue management and digital marketing as major AI growth areas The seismic shift from “ranking on Google” to “being recommended by AI” Whether AI enhances creative thinking, or quietly erodes it The risk of de-skilling in education and leadership The ethical grey zone of AI generated work How young professionals are navigating AI in education Why over hyping AI can be as dangerous as ignoring it 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 “AI can give you very convincing gobbledygook” - Adam Hamadache “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 “It’s polished rubbish” - Ryan Thomas “Ideally, it should act as a thinking partner, not a replacement for your brain” - Ryan Thomas “Stop thinking of it as ranking. Start thinking about being recommended” - Adam Hamadache “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 “If you use it properly, it enhances clarity. If you copy and paste, it becomes a shortcut” - Ryan Thomas “We have to approach AI with healthy scepticism” - Adam Hamadache “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 Website: The Institute of Hospitality AI isn’t coming. It’s here. The real question isn’t whether we use it, it’s how consciously we choose to.

March 5, 202637 min

I'm In - P4H 2025 Live Special - Supporting Neurodiversity & Learning Disabilities in Hospitality

This Podcast is Sponsored by Leonardo Hotels UK & Ireland https://www.leonardohotels.co.uk/ Host: Phil Street FIH Guests: Rosie Radwell – Managing Director & Owner, Marsham Court Hotel Valentina Calanche – Neuroinclusion Lead, Fair Shot Raya White – DEIB Lead, Institute of Hospitality Anne Moorcroft – Chairman, The Café Project Lee Whalley – Head of Operations, The Crumbs Project Artwork and Branding: Sonia Cresswell (MIH) Music by: Leon Williams (FIH) Supporting Neurodiversity & Learning Disabilities in Hospitality, Without Compromising Excellence Recorded live in front of 600 students at Passion for Hospitality 2025 at the Novotel London Hammersmith, this special episode explores one powerful question: How do we better include people with learning disabilities and neurodiversity in hospitality while still delivering top-class service? From practical adaptations and job carving to leadership mindset shifts and redefining what “excellent service” really means, this conversation moves beyond theory and into real, lived experience from operators and charities making it happen every day. In this episode, we discuss: The difference between diversity and true inclusion Why belonging is the foundation of great hospitality How inclusion strengthens, not compromises, service standards Simplifying processes without lowering expectations The power of job carving and designing roles around strengths Clear communication and leadership as the cornerstone of inclusion Why small changes (colour coding, signage, task breakdowns) make a big impact Supporting disclosure and creating psychologically safe workplaces Moving beyond the idea of inclusion as “charity”, and recognising it as good business The commercial impact of inclusive service on guest loyalty Why hospitality’s communication skills are so often underestimated Future-proofing the industry by embracing neurodiversity Our Guests Rosie Radwell: Rosie leads one of the UK’s most accessible hotels and believes inclusion must be woven into the culture from the top down. For her, belonging is the biggest word in hospitality. Valentina Calanche: At Fair Shot, Valentina trains young adults with learning disabilities in a live café environment and supports businesses to employ them. She sees inclusion not as complex, but as intentional and achievable. Raya White: As DEIB Lead at the IOH, Raya champions inclusion as a driver of culture and performance. For her, true inclusion means every voice matters and everyone has the opportunity to contribute. Anne Moorcroft: Anne works directly with trainees with learning disabilities, helping them gain confidence and work placements. She sees daily how purpose transforms lives, and teams. Lee Whalley: At The Crumbs Project, Lee trains adults in hospitality skills for employment and independent living. His view: inclusion future-proofs the industry and strengthens leadership across the board. Outstanding Quotes from the Episode “Diversity is being invited to the party. Inclusion is being asked to dance” – Verna Myers (quoted by Phil) “Belonging is the biggest word in this” – Rosie Radwell “It’s not rocket science. Sometimes we just overcomplicate things” – Valentina Calanche “Professional clarity benefits everyone, not just neurodiverse individuals” – Lee Whaley “Stop looking at it as charity. It’s just good business” – Raya White “Everyone deserves a chance and they bring so much joy to a team” – Anne Moorcroft “One in five people in the UK are disabled. We need to future-proof ourselves” – Lee Whaley Join the Conversation Twitter/X: @IoH_Online Instagram: @ioh_online LinkedIn: Institute of Hospitality Website: https://www.instituteofhospitality.org/ For any feedback on the show, to put forward a topic or to put yourself forward as a guest, please reach out to phil.street@instituteofhospitality.org

February 12, 202651 min

#053 - I'm In - A Look ahead to 2026

This Podcast is Sponsored by Leonardo Hotels UK & Ireland https://www.leonardohotels.co.uk/ Host: Phil Street FIH Guests: Sacha Lord FIH – Chair, Night Time Industries Association; Founder, The Warehouse Project & Parklife Aymen Fetouak MIH – Head of Professional Development, Institute of Hospitality Emily Clark AIH – Industry Engagement Officer, Edge Hotel School; IOH Youth Council Artwork and Branding: Sonia Cresswell (MIH) Music by: Leon Williams (FIH) Looking Ahead to 2026: New Year, New Challenges As hospitality steps into 2026, the mood is mixed. Hope, frustration, resilience, fear, and optimism all collide in this honest, wide ranging conversation about what lies ahead for the industry. Joined by Sacha Lord, Aymen Fetouak, and Emily Clark , Phil explores the pressures facing hospitality, from government policy and rising costs to leadership behaviour, professional development, and the future workforce, while also uncovering where hope still lives and how the sector can create its own momentum. This is a candid, thoughtful discussion about realism without resignation and why hospitality remains worth fighting for. In this episode, we discuss: What 2026 feels like for hospitality leaders on the ground The impact of government policy, VAT, business rates, and political decision-making Why hospitality often feels misunderstood at policy level The real human cost of closures - businesses, homes, families, and mental health How public support for hospitality is growing again Why pubs, restaurants, and hotels are more than just businesses The pressure facing leaders as margins tighten and teams shrink Long hours, burnout, and the risk of losing joy from the industry The importance of collaboration, not top-down decision-making Why professional development must become practical, human, and continuous Mentoring, real-world learning, and “capability in the moment” Leadership behaviours Gen Z wants to see disappear Why younger generations are still optimistic - and ready to innovate Creating hope rather than waiting for it Why Our Guests Said, “I’m In!” Sacha Lord: For Sacha, becoming a Fellow of the Institute of Hospitality was an unexpected and deeply meaningful honour. With no formal qualifications and 30 years in the industry, the recognition represents everything hospitality can offer - opportunity, progression, and purpose without barriers. Aymen Fetouak: Aymen sees the IOH as a people first organisation dedicated to standards, sustainability, and real world impact. His role is rooted in listening to the industry and turning pressure into progress through practical development. Emily Clark: Emily joined the IOH as a student and never looked back. From accessing learning resources to finding her professional community through the Youth Council, she believes the Institute plays a vital role in inspiring and supporting the next generation. Outstanding Quotes from the Episode “If we reduce VAT to 12.5%, that’s better than 20% of nothing from closed businesses” – Sacha Lord “A pub serves far more than just a pint - it’s part of our social fabric” – Sacha Lord “If your people are okay, your business has a fighting chance” – Aymen Fetouak “Professional development should be about capability in the moment, not certificates on walls” – Aymen Fetouak “Don’t push away the people who stay” – Emily Clark “We have to create our own hope - not wait for it” – Sacha Lord “Hospitality hasn’t lost its heart, even under pressure” – Aymen Fetouak “This industry has survived wars, pandemics, and recessions - we will get through this too” – Emily Clark Join the Conversation Twitter/X: @IoH_Online Instagram: @ioh_online LinkedIn: Institute of Hospitality Website: Institute of Hospitality 2026 may not come with easy answers but this episode reminds us that hospitality’s strength has always been its people, its adaptability, and its heart. Tune in for a grounded, hopeful look at what comes next.

January 1, 202647 min

#052 - I'm In - Supporting Communities at Christmas

This Podcast is Sponsored by Leonardo Hotels UK & Ireland https://www.leonardohotels.co.uk/ Host: Phil Street FIH Guests: Mark Lewis FIH – Chief Executive, Hospitality Action Lizzie Grundy AIH – Weddings & Private Dining Manager, Pennyhill Park; Vice Chair, IOH Youth Council Artwork and Branding: Sonia Cresswell (MIH) Music by: Leon Williams (FIH) Supporting Communities at Christmas: The Season of Giving Back In this festive episode of I’m In , host Phil Street brings together two brilliant hospitality voices, Mark Lewis of Hospitality Action and Lizzie Grundy of Pennyhill Park, to explore what supporting communities at Christmas truly means. From tackling loneliness to charitable giving, team wellbeing, and authentic generosity, this warm, heartfelt conversation reminds us that hospitality’s spirit shines brightest when we take care of one another. In this episode, we discuss: What “supporting communities at Christmas” means to those working in hospitality Hospitality Action’s Golden Friends scheme and how it supports retired workers Why Christmas can be emotionally tough, and how kindness helps bridge the gap Real examples of hotels giving back: toy donations, charity Christmas cards, and more Supporting your own teams during the busiest season of the year The power of time and volunteering when finances are stretched Why acts of generosity are contagious Industry wide collaborations like Walk for Wellbeing and the Always Open at Christmas charity single Why Our Guests Said, “I’m In!” Mark Lewis: Mark believes deeply in the importance of professional development and the role the IOH plays in supporting hospitality careers. As someone committed to supporting the industry’s people, joining the IOH community was a natural step. Lizzie Grundy: Fresh out of university, Lizzie wanted a professional home that would help her continue learning, connecting, and growing. The IOH gave her that, and now, through the Youth Council, she helps others find their voice and their community too. Outstanding Quotes from the Episode “We help people who hit a bump in the road, and Christmas is when that help matters most” – Mark Lewis “It’s all about making sure people feel the spirit of Christmas in every way, not just spending, but sharing” – Lizzie Grundy “Hospitality people are, by nature, generous. They’re happy to work while others rest, and they still find ways to give back” – Mark Lewis “If you have the right culture, one that truly looks after your team, you’ll handle the Christmas rush just fine” – Mark Lewis “Positivity is contagious, giving your time lifts others and yourself” – Lizzie Grundy “Every pound counts. With £50 or £100, we can change a life” – Mark Lewis Join the Conversation Twitter/X: @IoH_Online Instagram: @ioh_online LinkedIn: Institute of Hospitality IOH Website: The Institute of Hospitality is the global professional body for hospitality Christmas is a time for joy, connection, and kindness, but also a reminder that not everyone has the same support network. This episode celebrates the generosity, collaboration, and community spirit that make hospitality so special. Tune in for a festive dose of heart and hope.

December 11, 202557 min

#051 - I'm In - Supporting Trans People into the Workplace

This Podcast is Sponsored by Leonardo Hotels UK & Ireland https://www.leonardohotels.co.uk/ Host: Phil Street FIH Guests: Edd Gallier FIH – Head of Learning & Development, Leonardo Hotels Damien Martin MIH – General Manager, The Parkgate Hotel, Cardiff Mark Grant MIH – Chair, IOH Diversity, Equity, Inclusion & Belonging (DEIB) Council Artwork and Branding: Sonia Cresswell (MIH) Music by: Leon Williams (FIH) Supporting Trans People into the Workplace: Building Cultures of Belonging In this episode, Phil Street leads an open and constructive conversation about how hospitality businesses can better support trans people in the workplace — and, more broadly, how we can create cultures where everyone feels safe, valued, and able to be themselves. Joined by Edd Gallier, Damien Martin, and Mark Grant, this discussion explores what inclusion really means in day-to-day operations: from policy and language to allyship, leadership, and learning through honest mistakes. In this episode, we discuss: What “supporting trans people into the workplace” truly means in practice Why culture and belonging are more powerful than compliance How language signal respect and inclusion Creating psychologically safe spaces for dialogue and education Balancing belief systems, dignity, and organisational values The importance of allyship and calling out poor behaviour from guests as well as colleagues Measuring inclusion beyond numbers: belonging, engagement, and lived experience The role of leadership, communication, and technology in building inclusive workplaces Why Our Guests Said, “I’m In!” Edd Gallier: For Edd, joining the IOH is about professional recognition and raising standards of learning and development across hospitality, ensuring everyone receives the growth and respect they deserve Damien Martin: Damien sees the IOH as a vital resource for development and recognition, helping his team learn, grow, and bring their best selves to work every day Mark Grant: As Chair of the IOH DEIB Council, Mark champions hospitality’s welcoming nature and its potential to reflect society’s best values: opportunity, inclusion, and community Outstanding Quotes from the Episode “Creating a culture where everyone can feel they belong — that’s the real measure of success” – Edd Gallier “Hospitality is about welcoming everyone. Inclusivity isn’t optional” – Damien Martin “If someone has a problem with you, it doesn’t have to become a problem for you” – Mark Grant “Language signals respect, even small changes can make a big impact” – Damien Martin “Don’t wait for someone else to act. Speak up. Be an ally” – Mark Grant “Everyone deserves a workplace where they can just be themselves” – Phil Street Creating truly inclusive workplaces starts with conversation, courage, and consistency. Tune in for a thoughtful discussion that gets to the heart of what belonging really means in hospitality Join the Conversation Twitter/X: @IoH_Online Instagram: @ioh_online LinkedIn: Institute of Hospitality Website: https://www.instituteofhospitality.org/ For any feedback on the show, to put forward a topic or to put yourself forward as a guest, please reach out to phil.street@instituteofhospitality.org