Hospitality Mavericks Podcast Show

How digitally visible are you with your staff? In today’s episode, we explore the new era of leadership that’s been shaped by how we use technology – the social leader. Rob Liddiard, Co-founder and CEO of Yapster, share what you can do with technology to help you lead your team and scale your communication.Founded in 2015, Yapster is a fully integrated mobile communications platform, designed for frontline colleagues who don’t have company email addresses. The platform is used by many of the most recognisable frontline organisations known to the public, including BrewDog, Caffè Nero, Krispy Kreme and Wagamama. Listen to find out more about Yapster’s influence score, gamifying sales, the role of data in leadership, micro efforts – and polo shirts.Links:Yapster: https://www.yapster.info/‘Good To Great’ by Jim Collins: https://www.amazon.co.uk/Good-Great-Jim-Collins/dp/0712676090/ Scotty Mills: https://twitter.com/scotty_mills07 ‘The Advantage’ by Patrick Lencioni: https://www.amazon.co.uk/dp/0470941529/ ‘Taking People With You’ by David Novak: https://www.amazon.co.uk/Taking-People-You-Things-Happen/dp/1591845912/ ‘The Great CEO Within’ Matt Mochary: https://www.amazon.co.uk/Great-CEO-Within-Tactical-Building/dp/0578599287/  ‘The Hard Thing About Hard Things’ by Ben Horitz: https://www.amazon.co.uk/Hard-Thing-About-Things-Building/dp/0062273205/  ‘Atomic Habits’ by James Clear: https://www.amazon.co.uk/Atomic-Habits-Proven-Build-Break/dp/1847941834 #104 Charlotte Purvis, Author, on the Customer Communication Formula: https://hospitality-mavericks.captivate.fm/episode/104 Rob’s email: rob@yapster.co.uk Rob’s LinkedIn: https://www.linkedin.com/in/robertliddiard/ Rob’s Twitter: https://twitter.com/rjliddiard Connect with the podcast:Join the Hospitality Mavericks newsletter: https://rb.gy/5rqyeq  Please participate in our survey here on how organisations are changing ways to build an employee and customer exspirence: https://hospitalitymavericks.typeform.com/to/t0vQz39bA big thank you to our sponsor Bizimply who are helping progressive leaders and operators making every shift run like clockwork. Head to our website at www.bizimply.com or email them directly at advice@bizimply.com.This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

Choosing what technology to implement across your business can feel overwhelming, but today we find out what to keep front of mind when finding and implementing the right tools. Christophe Delacroix is the CEO and Co-Founder of StoreKit, a platform that simplifies eCommerce for hospitality. They help you build your own online ordering store through their seamless 2-way integrations with over 40 Electronic Point of Sale (EPOS) systems.In this conversation, we explore how technology has helped the growth of many small operators. We also discuss how to optimise your eCommerce channels, digitising the in-store experience, on-screen purchasing habits, the future of tills, and how to lead with the experimental mindset. Links:StorkeKit: https://storekit.com/ #106 Victoria Searl, Founder of DataHawks, on the Data-Driven Customer Journey: https://www.hospitalitymavericks.com/podcast/episode/252fd5c6/106-victoria-searl-founder-of-datahawks-on-the-data-driven-customer-journey After Hours: https://harvardafterhours.com/ Digital Transformation with Nick Popovici Co-Founder and CEO Vita Mojo: https://hospitality-mavericks.captivate.fm/episode/the-rise-of-digital-transformation-with-nick-popovici-co-founder-and-ceo-vita-mojo Connect with the podcast:Join the Hospitality Mavericks newsletter: https://rb.gy/5rqyeq  A big thank you to our sponsor Bizimply who are helping progressive leaders and operators making every shift run like clockwork. Head to our website at www.bizimply.com or email them directly at advice@bizimply.com.Together with our partner Bizimply we are conducting a survey to understand how leaders in the industry are transforming their organisations to deliver the experience both employees and customers are demanding. Fill in the survey here: https://hospitality-mavericks.captivate.fm/agilehospitalityThis podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

Paula Leach is an author, speaker, executive coach and advisor. She founded Vantage Points Consulting in 2021 to help high achievers build their impact as leaders in the world by growing authenticity, freedom, creativity and implementing high performance methods for leading inspired teams. Prior to that, she held leadership positions from large corporations, entrepreneurial startups, to the Home Office. Paula is super pragmatic, so tune in to this episode to learn more about her leadership style, and the things we need to unlearn to move forward. We discuss the magnetic vs. push culture, the power of space to make sense of things, how to practise deep self-awareness – and “purple time”. Links:‘Vantage Points’ by Paula Leach: https://www.amazon.com/Vantage-Points-create-culture-employees/dp/1911671006 Vantage Points Foundation: https://vantagepointsconsulting.com/vantage-points-foundation ‘A New Earth’ by Ekhart TolleVantagePointsConsulting.com: https://vantagepointsconsulting.com/ Paula’s LinkedIn: https://www.linkedin.com/in/paula-leach-fcipd-mba-5674631a/ Paula’s Instagram: https://www.instagram.com/vantagepointsconsulting/ #54 Lead with compassion with Gina Gardiner, Author, Motivational Speaker, Empowerment and Relationship Coach and Transformational Leadership Trainer: https://hospitality-mavericks.captivate.fm/episode/54-lead-with-compassion-with-gina-gardiner Connect with the podcast:Join the Hospitality Mavericks newsletter: https://rb.gy/5rqyeq  A big thank you to our sponsor Bizimply who are helping progressive leaders and operators making every shift run like clockwork. Head to our website at www.bizimply.com or email them directly at advice@bizimply.com.This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

Andrew Coney is a true Maverick and rule breaker. As the General Manager of the boutique hotel The Hari, London, Andrew embraces the power of being a small operator by giving truly tailored experiences to all guests. The Hari is a 5* 85-​bedroom luxury hotel situated in the heart of Belgravia, and Andrew has been GM since 2014. We can all learn something from the hotel business, so I can’t wait to find out more about Andrew’s work ethic. In this impactful conversation, we uncover what it takes to instil spontaneity and autonomy within your team. We also discuss doing charity work through your business, positive stalking, Tripadvisor, and delivering a home experience. Links:Born Free: https://www.bornfree.org.uk/TheHari.com: https://www.thehari.com/ #87 Deepak Ohri, CEO Lebua Hotels and Resorts, on Emotional Touch Points: https://hospitality-mavericks.captivate.fm/episode/87 Connect with the podcast:Join the Hospitality Mavericks newsletter: https://rb.gy/5rqyeq  A big thank you to our sponsor Bizimply who are helping progressive leaders and operators making every shift run like clockwork. Head to our website at www.bizimply.com or email them directly at advice@bizimply.com.This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

It has been just over a year since Marco Reick joined the show to discuss company values during a crisis. A lot has happened since for both hospitality and Marco, so I can’t wait to catch up and reflect what we’ve learnt. Marco is now the Director of People & Talent at QOOT Co. – an investment and management company in the world of hospitality. Their portfolio of market-leading brands and restaurants include The Gentlemen Barista, The Lebanese Bakery, Chestnut and 19th Century Burger. In this conversation, we explore how we can retain our great talent, as well as find new people. Tune in to learn more about interactive online learning, how simplified tech will help us navigate post-lockdown transitions, lessons learnt from a recruitment fair – and looking out for a grey rhino.Links:#49 Company values in times of crisis with Marco Reick, Director MR Consult UK: https://hospitality-mavericks.captivate.fm/episode/49-company-values-in-times-of-crisis-with-marco-reick‘Can you see the grey rhino?’: https://www.linkedin.com/pulse/can-you-see-grey-rhino-hospitality-recruitment-crisis-marco-reick/Chestnut Bakery: https://www.instagram.com/chestnut.bakery/#77 Nicole Antonio-Gadsdon, Founder of Banana Pepper HR, on leading with care: https://hospitality-mavericks.captivate.fm/episode/77 Marco’s LinkedIn: https://www.linkedin.com/in/marcoreick/ Connect with the podcast:Join the Hospitality Mavericks newsletter: https://rb.gy/5rqyeq  A big thank you to our sponsor Bizimply who are helping progressive leaders and operators making every shift run like clockwork. Head to our website at www.bizimply.com or email them directly at advice@bizimply.com.This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

It doesn’t take a data scientist to understand the patterns of human behaviour in your business. I speak with data expert Victoria Searl to unpack exactly what you need to do to be more informed with your decisions. As Founder of DataHawks, her digital marketing agency uses your data to identify and profile your most valuable customers – creating and delivering business changing acquisition, conversion and retention.Join us as we explore the discount syndrome, customer avatars, ‘proof of presence’ data, analysing the Eat Out To Help scheme – and lessons learned from her two grandmas. Too often we rely on our gut instinct in hospitality, so it’s time to shake things up and “be more ecommerce”.Links:‘Good To Great’ by Jim Collins: https://www.amazon.co.uk/Good-Great-Jim-Collins/dp/0712676090/ Moneyball (2011): https://www.youtube.com/watch?v=-4QPVo0UIzc ‘Start With Why’ by Simon Sinek: https://www.amazon.co.uk/Start-Why-Leaders-Inspire-Everyone/dp/0241958229/ ‘The First 90 Days’ by Michael Watkins: https://www.amazon.co.uk/First-Days-Updated-Expanded-Strategies/dp/1422188612/Victoria’s LinkedIn: https://www.linkedin.com/in/victoriasearl/ DataHawks: https://www.wearedatahawks.com/ #81 Dhilon Solanki, UK & EMEA Director at Sprout, on Customer Loyalty: https://hospitality-mavericks.captivate.fm/episode/81 Connect with the podcast:Join the Hospitality Mavericks newsletter: https://rb.gy/5rqyeq  A big thank you to our sponsor Bizimply who are helping progressive leaders and operators making every shift run like clockwork. Head to our website at www.bizimply.com or email them directly at advice@bizimply.com.This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

“Think big, dive deep, swim fast” is the motto today’s guest lives by. Perry Haydn Taylor is the Founder of bigfish, an award winning brand, design and marketing consultancy that isn’t afraid to challenge the status quo. Working with the likes of Sipsmith, Kallo, Tyrells, Whole Earth and Gü Puds to name a few, I’m excited to hear more about Perry’s journey and his philosophy on the ‘the Startup Mentality’.Listen to our conversation as we explore what makes a maverick brand, and why we need to challenge our clients more. We also discuss unf**king the planet, documentaries, measuring ambition, being obsessed with your product – and our bookshelves. Links:Bigfish: https://www.bigfish.co.uk/ Perry’s LinkedIn: https://www.linkedin.com/in/perry-haydn-taylor-1370669/ Seaspiracy Documentary: https://www.youtube.com/watch?v=1Q5CXN7soQg Fishlove: http://fishlove.co.uk/All Plants: https://allplants.com/Biscuiteers: https://www.biscuiteers.com/Tuck Trucks: https://tucktrucks.co.uk/‘Eating The Big Fish’ by Adam Morgan: https://www.amazon.com/Eating-Big-Fish-Challenger-Compete/dp/0470238275‘Good To Great’ by Jim Collins: https://www.amazon.com/Good-Great-Some-Companies-Others/dp/0066620996/One Fine Dine: https://onefinedine.com/#46 The Importance of Net Profit with Charlie McVeigh: https://hospitality-mavericks.captivate.fm/episode/46-the-importance-of-net-profit-with-charlie-mcveighFreddie’s Flowers: https://www.freddiesflowers.com/‘Drawdown’ by Paul Hawken: https://www.amazon.com/Drawdown-Comprehensive-Proposed-Reverse-Warming/dp/0143130447/Project Drawdown: https://drawdown.org/#20: Your Brand as Your Promise With Cliff Ettridge, Partner at The Team: https://hospitality-mavericks.captivate.fm/episode/20-your-brand-as-your-promise-with-cliff-ettridge-partner-at-the-team Connect with the podcast:Join the Hospitality Mavericks newsletter: https://rb.gy/5rqyeq  Join the GameChanger Facebook Group: https://bit.ly/2GAvr2WPlease help us getting better by filling out the feedback survey on the podcast show here: https://bit.ly/37aIm5n A big thank you to our sponsor Bizimply who are helping progressive leaders and operators making every shift run like clockwork. Head to our website at www.bizimply.com or email them directly at advice@bizimply.com.This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

In this bonus episode, we will go behind the scenes of our show partner Bizimply  Michael will be talking to Founder Gerard Forde and CEO Conor Shaw of Bizimply who will share their journeys in hospitality and big tech companies. Gerard will share the why and the story behind Bizimply that he started back in 2015. How they went from start-up wilderness to scale up tech company.You will find out that they are obsessed with the industry and how to solve many of its problems by ensuring that frontline managers are empowered to run their businesses like clockwork and spend more time on the shop floor developing their people.  Along the way, we dive into the culture, digitalisation, prediction for the future of hospitality and much more.Books from the episode:Setting the Table: The Transforming Power of Hospitality in BusinessBen and Jerry's Double-dip: Lead with Your Values and Make Money TooPour Your Heart Into It: How Starbucks Built a Company OneWhen Cultures Collide: Leading Across Cultures Unlearn: Let Go of Past Success to Achieve Extraordinary ResultsConnect with the podcast:Join the Hospitality Mavericks newsletter: https://rb.gy/5rqyeq  More episodes for you to check out here A big thank you to our sponsor Bizimply who are helping progressive leader and operators making every shift run like clockwork! Head to our website at www.bizimply.com or email them directly at advice@bizimply.com.This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

Currently based in North Carolina, USA, Charlotte Purvis’ career was heavily influenced by her time speaking in church at her home town in Alabama. Today, Charlotte is a highly sought after Customer Service Consultant, trainer, coach, speaker, and author of ‘The Customer Communication Formula’.I really enjoyed discussing with Charlotte about how we communicate with our customers. Join our conversation as we explore Charlotte’s Customer Communication Formula, future-focused feedback and what we can learn from hotel housekeepers. What’s clear from this interview is that regardless of what channel you use to communicate with your audience, customer service begins with the leader. Links:‘The Customer Communication Formula’ by Charlotte Purvis: https://www.amazon.com/Customer-Communication-Formula-communicate-customers/dp/1946425680/ ‘The One Minute Manager’ by Ken Blanchard: https://www.amazon.com/Manager-Kenneth-Johnson-Spencer-Blanchard/dp/B002BFP0SO/ Twitter @SpeakerCPurvis: https://twitter.com/speakercpurvis CharlottePurvis.com: https://www.charlottepurvis.com/ #37: The Importance of Employee and Customer Experience with The Boy Bailey Speaks: https://hospitality-mavericks.captivate.fm/episode/37-the-importance-of-employee-and-customer-experience-with-the-boy-bailey-speaks-aka-kieron-bailey Connect with the podcast:Join the Hospitality Mavericks newsletter: https://rb.gy/5rqyeq  Join the GameChanger Facebook Group: https://bit.ly/2GAvr2WPlease help us getting better by filling out the feedback survey on the podcast show here: https://bit.ly/37aIm5n A big thank you to our sponsor Bizimply who are helping progressive leaders and operators making every shift run like clockwork. Head to our website at www.bizimply.com or email them directly at advice@bizimply.com.This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy

Today I delve more into the entrepreneurial journey. After connecting on LinkedIn, Amelia Rope is a kindred spirit who shares what hope and patience mean to her day-to-day. She’s the host of the podcast ‘Hope & Patience’, where she explores with guests the challenges of running a business and how to take care of yourself along the way – all whilst eating their favourite chocolate too. For over a decade, she ran the award-winning chocolate business Amelia Rope Chocolate, so we learn more about her lessons learnt from that journey. She has competed twice on ‘Masterchef, and she is a volunteer employment mentor for Fine Cell Work’s ‘Open the Gate’ programme.I’m excited to have her on the show as we discuss business cycles, why she started her podcast, working with life coaches, the power of appreciation – and recovering from broken bones.Links:Hope & Patience Podcast: https://hopeandpatience.co.uk/podcasts S2 E8 Angus Thirlwell, Co-Founder Hotel Chocolat: https://hopeandpatience.co.uk/podcasts/angus-thirlwell-hotel-chocolat S2 E6 Julian Metcalfe, Founder Pret & Itsu: https://hopeandpatience.co.uk/podcasts/s2-e6-julian-metcalfe-founder-pret-amp-itsu ‘Thrive’ by Ariana Huffington: https://www.amazon.com/Thrive-Redefining-Success-Creating-Well-Being/dp/0804140863 Clubhouse - Amelia PodAmelia’s Instagram: https://www.instagram.com/amelia_rope Amelia's Twitter: https://twitter.com/ameliarope #50 Time for a system change with Zoey Henderson, Founder of CleanSlate: https://hospitality-mavericks.captivate.fm/episode/50-its-time-for-a-system-change-with-zoey-hendersonConnect with the podcast:Join the Hospitality Mavericks newsletter: https://rb.gy/5rqyeq  A big thank you to our sponsor Bizimply who are helping progressive leaders and operators making every shift run like clockwork. Head to our website at www.bizimply.com or email them directly at advice@bizimply.com.This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy