Hospitality Meets... with Phil Street

This week, I sat down with the brilliant Newton Fernandes - and this is one of those conversations that reminds you just how non-linear careers in hospitality can be.From starting out as a journalist, to working in airline reservations, to quite literally being invited across the road into a hotel career… Newton’s journey spans continents, cultures, and some seriously big roles.We’re talking global brand, marketing, and communications at a scale that’s hard to get your head around, but always grounded in one thing: understanding people.In this episode, Newton and I get into…Growing up across the Middle East, India, and Europe, and how that shaped his worldviewStarting out in journalism and developing a love for storytellingMoving into American Airlines… and then being recruited into hospitality by a hotel GM across the streetWhy travel, tourism, and hospitality are one industry (and should act like it)The reality of working in different cultures, and why curiosity beats assumption every timeMoving to London and adapting to a completely different way of workingStarting at the “bottom” in PR & marketing, and why that foundation mattersManaging brand and marketing across 450 hotels, 12 brands, and 33 countriesWhy structure, training, and community are essential at scaleMoving to Marriott and navigating the world of franchise vs managed hotelsHelping independent hotels plug into global brands without losing their identitySome cracking quote-ables from Newton“I didn’t move into hospitality… I was invited into it”“Travel and hospitality are not separate industries, they’re one”“You can’t understand a hotel brand unless you’ve seen it on the ground”“Curiosity is more important than assumption”“The way you work in one country won’t work in another, you have to adapt”Why this episode is worth your earsIf you’ve ever thought your career path is a bit all over the place… good.Newton’s story is proof that the most interesting careers are built through curiosity, opportunity, and saying yes to things you didn’t plan.There’s also a ton in here around leadership at scale, how you manage people, brand, and culture across different countries, different expectations, and different ways of working.And a reminder that in a global industry like ours…Understanding people is everythingShow 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/philThis podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

This week, I sat down with the brilliant Dawn Lister - and honestly, I can’t believe it’s taken me this long to get someone from the world of sales on the show.And what an introduction to it this was.From wanting to be an air stewardess at 10 years old, to building a 20+ year career in hotel sales, Dawn’s journey is packed with graft, growth, resilience… and a lot of persistence (some might call it “relentless follow-up” 😅).Now Sales Director for B&B Hotels UK, Dawn brings a no-nonsense, people-first approach to an area of hospitality that often gets misunderstood, and massively underestimated.In this episode, Dawn and I get into…How a childhood dream of travel turned into a lifelong career in hospitalityStarting in conference & banqueting… and quickly being moved out of it 😅Falling in love with sales (mainly by talking too much at coffee breaks)Why she didn’t go to university - and built her career through doing insteadThe importance of early mentors (and learning under “formidable” leadership)Being told to stop calling people so much… and why persistence still winsThe reality of sales: rejection, resilience, and finding the right fitLeading with a “people first” mindset - both with customers and teamsWhy hospitality sales isn’t about the product… it’s about the experienceSome cracking quote-ables from Dawn“Revenue isn’t revenue until it’s banked”“Hope is not a strategy” (Dammit)“If you’re not the right fit, that’s fine, but let’s have the conversation first”“We’re all selling similar products… the difference is how you make people feel”“Some people told me to stop calling… those are the ones I enjoyed winning the most”Why this episode is worth your earsIf you’ve ever worked in sales, or been on the receiving end of it, this one’s for you.Dawn strips it right back to what great sales actually is:curiosity, conversation, and care.There’s no fluff here. Just real insight into what it takes to build relationships, handle rejection, and lead teams in a world where everyone’s selling something similar.And if nothing else… you’ll never look at a follow-up call the same way againShow 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/philThis podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

This week, I sat down with the brilliant Paul Hunter, and after nearly a year of trying to make it happen, we finally got the conversation in the can.And it was worth the wait.From early days in hospitality (and admittedly being a “bit of a mischievous lad”) to launching hotels across London, navigating redundancy during COVID with twin new borns, and now stepping into a brand new luxury estate role back in Yorkshire… Paul’s journey is packed with honesty, resilience, and a proper appreciation for the twists life throws your way.We talk about growth, mistakes, leadership, and why sometimes the plan you had isn’t the one you end up living, and that’s exactly where the magic happens.In this episode, Paul and I get into…His early entry into hospitality through weekend jobs and how it quietly became a careerThe “cheeky chappy” phase… and the moment his brother told him to go to London and grow upLearning the craft of hotels with Premier Inn, and why fundamentals matter more than flashLaunching multiple hotels across London and what that teaches you about scale and standardsWinning an Acorn Award and how that opened his eyes to a bigger world beyond his roleManaging three different hotel brands in Leicester Square (and juggling three ways of working at once)The brutal reality of COVID redundancy with a young family, and navigating uncertaintyRelocating back to Yorkshire and rebuilding from the ground upLaunching GuestHouse Hotels’ No.1 York and building something from scratchThe power of giving people second chances, including working with prison rehabilitation programmesWhy mistakes aren’t failures, they’re proof you’re actually pushing yourselfSome cracking quoteables from Paul“You can have a plan… and then something comes along and completely changes it”“I think that’s where I learned hotels”“Mistakes aren’t bad things, they just mean you tried something different”“If you’re not making mistakes, you’re probably playing it too safe”“Life’s about making mistakes… as long as you learn from them”“You don’t get that level of success without being great at what you do”Why this episode is worth your earsIf you’ve ever felt like your career hasn’t gone in a straight line… good. That’s exactly the point.Paul’s story is a brilliant reminder that growth often comes from the unexpected, whether that’s a tough boss, a redundancy, a relocation, or just saying yes to a conversation you didn’t see coming.There’s loads in here about leadership, resilience, and the importance of early opportunities in shaping careers, especially in hospitality.Whether you’re just starting out or leading teams of your own, this one will give you a fresh perspective on what progress actually looks like.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/philThis podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

This week I sat down with the brilliant Gemma Glasson, Managing Director of Wahaca and one of those leaders whose journey reminds you that careers rarely move in straight lines… and thank God for that.From starting out in the world of KPMG and Ernst & Young, to stepping into hospitality with a desire to have more impact, more energy, and a bit more colour in her working life, Gemma’s story is packed with intelligence, curiosity, self awareness, and the kind of warmth that makes you understand very quickly why she’s ended up where she is.Along the way there are some absolute gems… including a debate on whether salt and vinegar crisps should be blue or pink, a trained accountant being completely undone by coins at a school bake sale, and a glorious story from Mexico involving mezcal, a brass band, and a firework bull ending up on Thomasina Miers’ head.Standard!But underneath the laughs is something deeper, a conversation about finding work that actually fits who you are, leading with both structure and energy, and why hospitality only really works when you remember it’s a people business first.In this episode, Gemma and I get into…• Starting out in accountancy and why big professional service firms can give you an incredible foundation• The moment she realised she was leaving part of herself, her “yellow energy”, on the table• Moving into Wahaca and being told, essentially, to come in and get stuff done• Why entrepreneurial energy and structured execution can be a brilliant combination• Growing through the business from commercial roles to food, COO and now Managing Director• What it means to help lead a much-loved British restaurant brand as it turns 18• Why hospitality is equal parts exhausting and exhilarating• How Wahaca thinks about people, guest experience and profit, and why that order matters• The power of pride in creating consistency, care and brilliant guest experiences• Building authentic brand partnerships with Attis, Dusty Knuckle and local bakeries around the UK• The role curiosity plays in building culture, collaboration and better ideas• Why understanding personality types can improve leadership, communication and team dynamics• How to deal with uncomfortable conversations before they become bigger problems• Why fun is not the opposite of seriousness — it might actually be one of the best ways to get serious things doneSome cracking quote-ables from Gemma“You have to take ownership of your own positivity”“We are a people business who just happen to serve food and drink.”“Get rid of the sand”“Know the difference between what you know and what you think you know”Why this episode is worth your earsIf you’ve ever found yourself wondering whether the career path you’re on really fits who you are… this one will hit home.Gemma’s story is a brilliant reminder that leadership doesn’t have to look one certain way, and that some of the best careers are built when you stop trying to fit the mould and start understanding what actually energises you.It’s also a cracking conversation about brand, culture, people, hospitality, and the magic that happens when you combine structure with curiosity.And if nothing else…Come for the leadership wisdom.Stay for the flaming bull in Mexico.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/philThis podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

What do you get when an introvert ends up running one of the most iconic hospitality resorts in the country?A very good reminder that the loudest person in the room isn’t always the best leaderThis week, after what feels like about 17 years of trying to line up diaries, I finally sat down with the legend that is Chris Eigelaar, Managing Director of The Belfry Hotel & Resort.Now, if you know The Belfry, you’ll know it’s not exactly a sleepy little B&B with a bowl of mints on reception.We’re talking world famous golf, huge events, 468 bedrooms, 1,100+ team members, a £90m transformation, and the kind of sporting history that makes golf fans go a bit weak at the knees.And yet, underneath all of that, Chris is one of the most grounded, thoughtful leaders you could hope to meet.We talk about growing up in hotels in South Africa, arriving in London with a thousand quid and a return ticket, learning that he was a much better front of house operator than chef… and why understanding yourself might be one of the most important things you ever do in leadership.Also, yes, there is a story involving a documentary, a fake power cut, and a perfectly timed on camera jump.Which is, obviously, exactly the sort of thing I’m here for.In this episode, Chris and I get into…• Growing up in a hotel family, where hospitality was basically in the wallpaper• His dad giving him two career options: the Navy… or hospitality• Starting out wanting to be a chef before being politely redirected elsewhere• Moving to London with £1,000, traveller’s cheques, and vibes• Picking up whatever work he could get, including some wonderfully random shifts• Helping open the Sofitel St James and building his early career in luxury hospitality• Why he briefly left hotels… then realised he missed the madness• Landing at The Belfry and leading one of the most iconic resorts in the UK• What it really takes to deliver a £90m investment programme in a live business• Why he believes in a flat structure, open doors, and walking the floor• Learning not to force yourself into someone else’s leadership mould• Why being an introvert in hospitality is not a weakness• The power of good mentors… and the lessons bad ones teach you too• Resilience, togetherness, and what tough moments reveal about teams• Why one great golf shot is enough to make you think you’re Tiger Woods for 3 secondsSome cracking quotes from Chris“Hospitality chooses you”“Just be comfortable with yourself”“My role is to remove barriers so people can do their jobs”“There’s no right or wrong leadership style, it’s how you use it”“If one person does it, everybody does it, that’s hospitality”Why this episode is worth your earsThis one’s for anyone who’s ever felt like they didn’t quite fit the “standard” idea of what a hospitality leader is supposed to look like.Chris is proof that you don’t need to be the biggest voice in the room.You don’t need to be all jazz hands and noise (Sorry, I'll tone it down... I won't)You just need to know your people, know yourself, and create the sort of environment where others can do their best work.Also, if you fancy a bit of behind-the-scenes Belfry brilliance, leadership wisdom, golf chat, and a story about jumping away from an electrical unit on camera…You’re in very safe hands.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/philThis podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy