Podcast
Tech on Toast, The Hospitality Tech Podcast
Hosted by Chris Fletcher · EN
Connecting hospitality with the tech that makes it better.
Hosted by Chris Fletcher — former operator, now tech matchmaker — Tech on Toast brings you sharp, unfiltered conversations with the people shaping hospitality’s future.
Each week, we sit down with operators, founders, and innovators to unpack the tech, tactics, and trends transforming how the industry works. From smarter kitchens and AI-driven scheduling to loyalty apps and next-gen EPOS, we cut through the noise to find what really works on the ground.
Whether you run a pub, lead a restaurant group, or build tech for the sector
29episodes
Episodes
Newest firstAll episodes
Authentic Marketing in a World of AI Noise, with Visha Kudhail
4d ago00:42:08Tap to summarizeVisha Kudhail has spent nearly two decades in marketing across Channel 4, Thinkbox, Google, Pinterest and Square, where she and Chris first crossed paths on the hospitality side of the business. Now she has written a book on authentic marketing, and this episode digs into what authenticity actually means once you strip away the buzzword.We get into the difference between being truthful and being authentic, why trust is the connecting thread through everything, and how operators can stand out in a climate of rising misinformation, AI fatigue and a cost of living squeeze. Visha makes the case that brand is not just the marketing team's job, that you have to earn the right to be in the room with a customer, and that AI should be your sparring partner, not your content machine. Plenty here for marketers, founders and tech vendors alike.What we cover02:01 Visha's career path from TV and Thinkbox to Google, Pinterest and Square06:20 The book reveal and why she wrote it08:11 Why authenticity matters now: misinformation, political noise, cost of living and only 38% of people eating out10:17 What authentic really means: your words matching your beliefs as an operating principle11:38 Truthful vs authentic, and why even honest brands can feel fake13:32 Keeping authenticity intact as you scale a business14:03 The rise of content creators like Topjaw and why operators lean on them16:37 AI as a sparring partner, and why critical thinking cannot be outsourced18:47 The three tests of a great insight: brand truth, relatability, actionability19:50 Why none of it works if your data is not clean20:51 Building trust, with real examples from Google and Pinterest23:48 Why brand belongs to the whole business, not just the marketing room27:58 Earning the right to be in the room with the customer29:34 The Bread Ahead story and the power of one great piece of customer-led content31:26 Will AI make fake authenticity easier? The Coca-Cola Christmas ad cautionary tale32:47 AI rejection, dumb phones and the cultural shift back to analog and craft34:29 What Visha would build first if starting a brand from zero35:16 Profitable authenticity, with Patagonia, Nike, e.l.f. and Pieminister37:30 Book launch plans and what she hopes it changes40:30 Where to find VishaA few takeawaysTruth is being factually accurate. Authenticity is the feeling you create. Brands can be honest and still come across as fake.A strong insight passes three tests: is it baked into your brand truth, does it relate to your product, and can it actually shift behaviour.Use AI for productivity and efficiency, not as a cost cutting exercise that strips out the people doing great work.You always have to earn the right to be in the room with a customer, no matter how big you are.Authentic brands that stay true to their values can still drive profit. Patagonia, Nike and e.l.f. are the proof.About the bookVisha's book on authentic marketing is out 3 June in the UK and the US. It is built as a reusable, practical guide drawn from real strategies and frameworks she has applied day to day, with several chapters on data and a deep dive on how to think about AI.LinksPre-order and find the book via Visha's websiteConnect with Visha on LinkedIn
Transcribe →From AI implementation to impact with John Raguin from CrunchTime, Tim Cross from Caffè Nero UK, and Andrew Winter from SSP Group plc
2w ago00:40:28Tap to summarizeIn this episode, we're joined by Tim from Caffè Nero, Andy from SSP, and John from CrunchTime for a no-nonsense conversation about AI in hospitality. What's actually delivering ROI, what's failed, and what the future looks like for operators on the ground. Less LinkedIn hype, more real talk.What's Actually WorkingAI forecasting is the clearest ROI win — CrunchTime saw adoption jump from ~1% to 50% of locations in 12 monthsCaffè Nero is piloting AI-driven stock availability and assisted orderingSSP is using AI for labor forecasting, trading hour optimization, and upsell recommendationsThe Data ProblemBad data kills AI results — CrunchTime's own support AI was 3% accurate until they cleaned up their data sourcesThe sweet spot for forecasting data: 400 days (more doesn't meaningfully improve accuracy)82% of UK operators use tech forecasting, but average accuracy is only 62%Change Management is the Hard PartJohn: The #1 reason implementations fail isn't the tech — it's change management in operationsAndy: SSP is shifting from technology-led to business transformation-led changeKeep humans in the loop — let GMs enrich AI forecasts, not just override themWhat's ComingVoice-based AI for managers: ask your phone for stats or tomorrow's forecast, no back-office report neededManagers move from the back office to the floor — John's timeline: 5–7 years for widespread adoptionOne Piece of Advice EachJohn: Pick a small pilot with engaged managers and start thereAndy: Understand the business problem first — don't implement tech for tech's sakeTim: Find an internal AI subject matter expert; you don't need a Head of AI
Transcribe →Why "Just Get Some AI" Is the Worst Brief You Can Write, Rod Schneider, Workforce.com
3w ago00:24:50Tap to summarizeRod returns to the podcast after two years to discuss what has genuinely changed in workforce management, and what is simply being repackaged.A familiar pattern is playing out across the industry: leadership sees AI-branded software, decides it looks promising, and tasks an operations manager with finding it. One layer deeper, the desired outcome is rarely defined. The brief drives the purchase, rather than the problem.In this episode:The Workforce.com origin story, from a university bar with questionable timesheet accountability and 30,000 pound punch-card scanners to a cloud-based product built around that problemWhy multi-region European payroll is so difficult, and how being built in Australia, home to some of the most complex earnings rules in the world, became a genuine competitive advantageThe decline of the detailed RFP, and why discovery conversations uncover the real requirement that documents cannotThe cost of poor alignment: mis-bought and mis-sold software, and how the sale gets celebrated while the operator's problem remains unsolvedA measured view on AI: bullish on accessibility, sceptical of "world first" claims for capability that has existed for yearsThe open question for the category: customisation in the operator's hands, or hardcoded into the systemA practical, operator-first conversation for anyone evaluating workforce technology or trying to translate a vague AI mandate into a real outcome.
Transcribe →Diego Vega & Rory at Rye Energy, The Hidden Cost That's Eating Your Margins
4w ago00:32:37Tap to summarizeEnergy is the line on the P&L that nobody owns and everybody pays for. In this episode, Chris sits down with Diego Vega, Founder and CEO of Rye Energy, and is later joined by Rory, Head of Operations and ex-chef, to crack open a category most operators have been forced to ignore.Why this conversation mattersHospitality consumes three to four times more electricity per square foot than the average business. A coffee shop, per square foot, burns more energy than a petrol station. And yet, energy procurement remains one of the most opaque, broker-led, deliberately complex purchases an operator makes. Diego compares it to where payments sat five years ago, before Dojo and the new wave of providers pulled back the curtain. Rye is doing the same for multi-utilities.What Rye actually doesRye is a platform that unifies data and contract terms across electricity, gas, water (and soon waste) for multi-site operators. Three core jobs: procurement, real-time monitoring via meter data, and bill validation. It benchmarks your sites against each other (Manchester vs Leeds vs London) and against sector peers, so you finally know what good looks like.The 40% problemOnly 40% of your energy bill is the actual commodity. The rest is non-commodity transmission costs, levies and fees financing the renewable transition. Lock in the best unit rate you like; the hidden cost stack is where margins quietly disappear. The cheapest kilowatt hour is the one you don't use, and reducing usage compounds savings because it pulls down the non-commodity charges too.The surprise finding from 100+ live sitesDiego went in expecting efficiency to be the headline win. It wasn't. The bigger unlock has been growth. Operators trying to open 5, 10, 17 sites a year keep getting stuck on single-phase to three-phase upgrades, undersized meters, and MEP plans that don't match the kitchen they're trying to run. Nobody on the team owns this, and a £50k landlord capex contribution rarely covers it. Rye is quietly removing that drag on growth pipelines.Rory on what operators get wrongAfter eight years in energy and a previous life in kitchens, Rory has seen the patterns. The biggest culprits:HVAC and extraction systems left running on poorly configured timers, sucking money overnight. Defrost cycles spiking load profiles at 3am for no operational reason. Sites moving in and forgetting to sort utilities until the supplier starts chasing debt.The fix is process, not heroics. Rye builds an average load profile per site (half-hourly), overlays what good looks like, and quantifies the gap in pounds. Same shape, different scale. The well-run site becomes the playbook for the rest of the estate.The macro picture nobody's planning forThree major shocks in six years: Covid (demand-side), Ukraine, and now Iran (supply-side). Jet fuel reserves reportedly down to three weeks of supply heading into summer. Energy crises become food crises through fertiliser and transport costs. Wheat, rice and coffee feel it next. Diego's point: in the next 18 months, regulatory changes around half-hourly data access could cut costs by 40-50% for operators who know how to act on it. Most won't, because nobody on the team is watching.When to actIf you're 6-12 months out from contract end, that's the window. Rye tracks the wholesale market up to a year ahead of your renewal and moves when the dip is right, rather than letting brokers run the clock down on you.The commercial bitRye only charges once it starts saving you money. Book a call, get a demo, see where the gaps are before committing anything.Find RyeWebsite: https://rye.energyMarketplace: https://www.techontoast.co.uk/marketplace
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Roger Wade: The Man Behind Box Park on Building Brands That Actually Last
Apr 1500:54:01Tap to summarizeChris sits down with serial entrepreneur Roger Wade, the man behind one of the UK’s original streetwear brands and the creator of the world’s first pop-up mall.From getting fired three times before the age of 22 to building Box Fresh, launching Box Park, and now reshaping hospitality real estate with Box Kitchen, Roger shares the lessons, mistakes, and mindset that have shaped his journey.This is a conversation about brand, resilience, physical retail, and why most businesses are solving the wrong problems.Why getting fired early might be the best thing that ever happens to youThe real reason Box Fresh worked — and why Roger sold too cheapHow a simple idea turned into Box Park, the world’s first pop-up mallWhy food became the hero and retail fell awayThe three reasons people go into business — and which one actually mattersWhy physical retail still beats online (and it’s not even close)How Box Kitchen is changing the economics of hospitality developmentThe truth about raising money and why it’s often overratedHow AI is levelling the playing field for creative entrepreneursEarly Life & MindsetFired from three jobs before 22Realisation: “If I don’t employ myself, no one else will”A near-death experience at 16 that shaped his outlookBuilding Box FreshStarted in Greenwich and Camden marketsOne of the UK’s original streetwear brandsLearned the hard way: brand is everythingCreating Box ParkBuilt from shipping containers with no blueprintFood operators became the unexpected winnersCommunity-first approach in Shoreditch and CroydonScaled to millions of loyal customers via the Black CardThe Business Frameworks3 reasons to be in business: Ego, Money, Legacy3 pillars of a brand: Product, Traffic, DeliveryRetail Reality CheckOnline conversion: 1–2%Physical retail: closer to 10%Why the high street still matters more than people thinkBox Kitchen & What’s NextModular kitchens, bars, and hospitality infrastructureBuilt for developers and operatorsFar stronger returns than traditional real estateLessons from FailureThe eBay keynote disasterWhy raising money isn’t success“Profit is sanity, turnover is vanity”“You make money by seeing something that’s growing and growing with it.”“Raising loads of money means nothing. You’ve got debt.”“If you’re not special to your customer, you won’t exist.”“Profit is sanity, turnover is vanity.”“I learned my best lessons from my biggest mistakes.”This episode is powered by Lightspeed Commerce — the POS and payments platform built for modern hospitality.From tableside ordering to fully integrated front and back of house, Lightspeed helps operators deliver faster, smarter service when it matters most.If you want, I can tighten this into a more punchy, SEO-led version or a YouTube cut as well.🎙️ Tech on Toast Podcast – Roger Wade (Full Episode)Episode SummaryWhat You’ll LearnKey MomentsStandout QuotesSponsor
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Connectivity, Data & the Future of Hospitality Tech
Apr 800:40:54Tap to summarizeHost: Chris FletcherGuests:Liz McKinnon – Strategic Accounts, Sky Business (13+ years at Sky)Jatin Chandwani – Chief Product & Growth Officer, Byte by Yum (overseeing KFC, Taco Bell, Habit Burger & Pizza Hut's SaaS platform)Recorded live on stage, this episode dives deep into how reliable connectivity has become the backbone of modern hospitality operations — from QSR chains to stadia. The conversation covers how real-time data, AI-driven automation, and seamless guest experiences are all dependent on getting the fundamentals of connectivity right.1. The Three C's of Connectivity (Liz McKinnon)Coverage – ensuring your restaurant has signal everywhere it needsCapacity – handling the growing volume of data trafficConnectivity – making it fit for purpose and reviewing it continuously, not just at install2. Connectivity as a Data Continuity Engine (Jatin Chandwani)Connectivity has evolved from a utility (like water or electricity) to a mission-critical data pipelineWithout it, team members work blind and guest experience suffers immediatelyDigital orders (mobile app, aggregators, kiosks) can make up 30–60% of revenue — all dependent on connectivity3. Speed, Taste & Experience in QSRThe challenge of serving fresh food (e.g. KFC's 15-min cook time) to customers who expect it in 2 minutesTechnology and data forecasting are key to managing this tensionAI forecasting for inventory and labor scheduling has delivered measurable improvements4. Real-Time Data & Agentic AIMoving from "dashboard era" (acting on yesterday's data) to agentic workflows (acting within the shift)Fryer data, hot-hold systems, sales data and customer data combined = next best action in real timeProperly connected stores can improve performance by 10–20%Kill switches and guardrails are essential — AI governance must be built in from day one, not added later5. Guest WiFi as a Business Channel"Snacking data" — QSR customers connect briefly; stadia customers stay for hours; both need seamless WiFiGuest connectivity supports app check-ins, order status, and acquisition/retentionWiFi splash pages can drive promotions, loyalty sign-ups, and personalized messaging6. GDPR & Consent> "Bad consent kills good data. Good consent builds long-term customer relationships." — Jatin ChandwaniGDPR is not a constraint — it's a trust engineSky supports customers with a robust framework to handle data collection properlyTargeted, meaningful consent leads to better, more relevant customer conversations7. The Future: Unified EcosystemsOperators must move away from point solutions toward unified, connected ecosystemsAI + connectivity together will automate mundane tasks, reduce team cognitive load, and elevate the customer experience"We're moving from the age of dashboards to the age of agent workflows for specific business outcomes." — Jatin Chandwani"You cannot function without connectivity." — Jatin Chandwani"It's not install and forget — you put it in and you re-look at it." — Liz McKinnon"We were dropping money on the floor because of poor connectivity." — Chris Fletcher"Humans are craving more human connection — tech should free up your team to provide that." — Jatin ChandwaniTreat connectivity like labour and food cost — it belongs at the boardroom tableReview and right-size your connectivity estate regularly as your tech stack evolvesBuild redundancy and failover into your solution — downtime is immediately visible in salesPartner with your connectivity provider; it's an evolving relationship, not a one-time installStart collecting consented, structured data now — it's the foundation for everything AI will enablePowered by Sky Business.
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From War to Woking: How Yaro Tsyhanenko is Reinventing the Restaurant Pickup Experience with Pickpad
Mar 2500:30:19Tap to summarizeTech on Toast Podcast – Episode: Yaro Tsyhanenko, Founder of PickpadIn this episode, Chris Fletcher sits down with Yaro Tsyhanenko, Ukrainian-born entrepreneur and founder of Pickpad, a smart hardware startup solving one of hospitality's most overlooked problems: the pickup area.What we cover:Yaro's journey from building a delivery marketplace across 15 Ukrainian cities to relocating after the outbreak of warHow he went from Ukraine to Ireland to Chicago to Arizona State's entrepreneurship program to the UKWhy he spent hours sitting in QSRs with a stopwatch to understand the real pain in restaurant operationsThe Pickpad concept: a modular system of smart pads using weight sensors and machine learning to automate order management at the pickup areaHow Pickpad integrates with existing POS, KDS, and online ordering systems. No capital investment, live in under an hour, from £9/monthThe "ARC" framework: Accurate, Ready, Completed. The three order states restaurants are currently flying blind onWhy 15% of fast food/QSR orders are inaccurate, and how Pickpad tackles thisCoverage from TechCrunch and Forbes, and winning a CES National Award in the AI categoryIntegrations already in place with Square, Olo, Toast, and Oracle, with UK EPOS partnerships in progressYaro's vision for zero-friction ordering: AI, smart glasses, robots, and a universal interface between local businesses and their customersAdvice for founders: get out of your head and talk to your customersFind Pickpad:🌐 pickpad.com💼 Yaro on LinkedInTech on Toast – Hospitality technology, straight talking.
Transcribe →Let the Managers Manage with Conor Shaw and Emily Kane from Bizimply
Mar 1800:53:58Tap to summarizeChris sits down with the team behind Bizimply, the Dublin-based workforce management and HR platform serving over 1,300 hospitality businesses and 100,000+ shift workers across the UK and Ireland. Emily and Conor share how they're marrying workforce scheduling with smarter HR tools, and what AI really means for the people powering the hospitality industry.Key Topics Covered🍺 Bizimply's StoryFrom a startup two doors down from the Guinness Brewery, Bizimply has grown into a 50/50 UK-Ireland business with a fully regional sales force. Founder Gerard's passion for hospitality people management sparked a product built for the 70% of the world's workforce on shift-based contracts, underserved by traditional HR software.👥 Workforce Management Meets HRWhy "stick to your knitting" is their product philosophy. Bizimply doesn't do payroll natively. They do workforce management and HR really well, and integrate with the best payroll providers. The mission: let managers manage, not fill in spreadsheets.📊 The Data Problem in HospitalityClean, trustworthy data is the foundation of everything. Without it, AI is just noise. Bizimply is investing heavily in data quality so that what surfaces to operators is accurate, actionable, and meaningful.🤖 AI: The Smart Intern on Your ShoulderConor's take: AI is like a brilliant intern, fast but always looking at the past. Emily's view: the goal is to answer questions before they're even asked, removing noise and showing each persona exactly what they need to know.⚡ What Bizimply Is Building NextIntelligent demand planning and automated scheduling, performance management tools tied to revenue and retention, a new UI designed around simplicity, and an operations hub connecting POS, payroll, inventory, and people.🔮 The Illusion of ControlMulti-site operators often believe technology gives them control. Conor's argument: it doesn't. Technology gives your people the tools to do their jobs well. That's what creates a great operation.📱 The TikTok TestIf your rota app isn't as intuitive as Uber Eats, you'll lose your workforce's attention. Emily and Conor discuss the generational shift in product expectations.🎸 Bono BonusYes, Bono was an early investor in Bizimply through a connection to the founder. He's still a shareholder, but Conor admits they haven't spoken to his office in years.SponsorLightspeed is the EPOS and payments platform trusted by 165,000+ businesses including Big Mamma, Mildreds, and Qubit House. Fast funding, no hidden fees, real-time insights.👉 lightspeed.co.uk/techontoast for a free demo.Quotable Moments"Technology should allow people to do what they're really good at." - Conor Shaw"AI is like a really smart intern sitting on your shoulder who answers questions very quickly, but isn't always right." - Emily Kane"The illusion of control: technology won't give you that. But it'll give your people the tools to do their jobs well." - Conor Shaw"Remove the noise. What are the top three things you need to know right now?" - Emily KaneFind Bizimply: bizimply.com
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People Service: The Human Piece vs. Headcount in Hospitality with Mollies Motel, Bills and Little Houses Group
Mar 1100:49:36Tap to summarizeA powerful live panel discussion from the Service event at BrewDog Waterloo exploring the critical balance between treating people as assets versus headcount in hospitality businesses. Industry leaders from Bill's, Little Houses Group, and hospitality veterans share honest insights on retention, leadership development, workforce design, and the future of people management in hospitality.Host:Trudi ParrGuests:Karen BosherHayley ConnorLucy CraigSponsor: Lightspeed EPOSKEY TOPICS & TIMESTAMPS[0:00 - 1:47] IntroductionWelcome from Chris Fletcher and Trudi ParrPanel introductionsSetting the stage: Human capital vs. headcount metrics[1:47 - 6:00] The Retention ChallengeWhy hospitality struggles with retention despite valuing peopleThe critical importance of the first 90 days building trust and safetyReframing retention as a workforce design problem[6:00 - 10:00] Workforce Design InnovationMoving beyond the "fully flexed unicorn" hiring modelDesigning roles for modern workers: 3-hour shifts, peak periods, flexible schedulesSetting and meeting hour expectations from day one[10:00 - 15:00] Employee Wellbeing & SchedulingThe surety of income challenge in hospitalityTech adoption struggles with scheduling toolsThe instant messaging problem: Real-time labor cuts eroding trust[15:00 - 20:00] Leadership DevelopmentBill's investment: Taking 200 leaders through mindset training over 18 monthsThe "Wingman at Work" concept - who talks about you beautifully when you're not in the room?Shifting from task-focused to emotionally safe leadership[20:00 - 25:00] The Crisis Management TrapLeaders stuck in crisis mode rather than growth modeHow infrastructure and tech can free leaders to be customer-facingWorking on growth, not just crisis[25:00 - 35:00] Training That SticksTechnical skill training vs. behavioral leadership developmentThe TikTok generation: 3-minute attention spans requiring modular trainingSeasonal training updates mirroring menu changesFinding in-house mentors and craft experts[35:00 - 42:00] The AI RevolutionPersonalized AI training detecting performance gapsAI as personal performance coachThree key AI applications: automating processes, self-serve knowledge, retention testing[42:00 - 48:00] Building Teams That StayTrust as the #1 retention toolClose GM/Head Chef relationships = top performing businessesDifferentiating investment: career-committed vs. experience-led workersBill's bold move: cutting recruitment budget to invest in development[48:00 - 49:35] Looking ForwardThe competitive edge in 5 years: your teamThe pivot point: Never been more expensive to hire, never been cheaper to access techOne thing to change: Remove GMs from productivity metrics, give time back to leadKEY TAKEAWAYSFirst 90 Days Are EverythingWorkforce Design > Retention ProblemReal-Time Data Can Harm WellbeingInvest in Leadership, Not Just RecruitmentThe Wingman TestAI as Personal CoachYour Team Is Your Competitive EdgeQUOTABLE MOMENTS"We promote technically great leaders, but they're not actually good leaders." - Hayley Connor"Your general manager is responding by the minute... and a team member is seeing their pay go down by the day." - Hayley Connor on real-time labor management"If you think about a time in your career where you achieved things you never thought were possible... you had wingmen around you, you had best friends." - Lucy Craig"It's never been more expensive to hire people and it's never been so cheap to access tech." - Karen BosherRESOURCES & LINKSBill's RestaurantsLittle Houses GroupLightspeed EPOS - Book your free demoWomen on Taps movementMonoTree AI training platform
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Perfection or Perception? With The Mandrake, The Other House and Kula
Mar 400:49:36Tap to summarizeIn this special live panel from our Service event at BrewDog Waterloo, three leading hospitality operators share honest insights about creating memorable guest experiences in modern hotels. From sensory design to technological innovation, discover what really makes guests come back.🏨 What Guests Really RememberThe panel opens with a fundamental question: "When you think about your own hotels, what do guests remember most—the flawless execution or how the experience made them feel?"Eljesa kicks off the discussion by explaining how The Mandrake is specifically built for the senses, with their "stay beyond yourself" ethos creating feelings at the forefront of every guest's experience.Why people remember care over service perfectionThe importance of human connection versus flawless executionHow elevated service can create bigger problems when mistakes happenThe debate: do you need operational excellence before emotional connection?✨ Creating Memorable MomentsThe critical importance of first impressions and initial interactionsMoving beyond scripted service to authentic human connectionsThe Mandrake's unique character-finding check-in process using shapesWhy the beginning of any relationship matters most🎯 Personalisation at ScaleBalancing boutique experiences with operational growthEmpowering teams to create personalized interactions"Freedom within a framework" - giving teams autonomy within clear boundariesHow 77% of guests now expect personalized experiences💻 Technology's Role in HospitalityUsing tech as an enabler, not a replacement for human interactionThe importance of getting your tech stack right from the startWhy contactless payments represent the gold standard of hospitality techWhatsApp vs. email for building genuine guest relationshipsThe danger of COVID-era efficiency replacing experience🎭 Design vs. ExperienceThe balance between architectural design and service designWhy we spend millions on buildings but underinvest in experience designCreating experiences that work in any physical spaceThe Mandrake's "portal" - a black space designed to separate guests from the outside world💡 Key TakeawaysOperational excellence provides the foundation, but emotional connection drives loyaltyKnow your brand identity and who you're NOT forAim for perfection, even if you don't achieve it every timeHospitality's core purpose: changing someone's day for the better through careThe emotional connection starts within your team, then flows to guests"No one ever fell in love with a QR code." - Paul Spencer"Service is about trying to find a way of delivering something that feels special, but also doing it in a way that feels human." - Paul Spencer"Once you figure out who you do not want to be and who you are not, you can then pinpoint exactly who you are." - Eljesa Saciri"If you have the chance to make someone's day, take it." - Host"Forget how perfect your drink is, but remember the person that brought it to you." - Paul SpencerEljesa SaciriStephen NashPaul SpencerListen now to discover how these hospitality leaders are redefining guest experiences in 2026 and beyond.Part of the Tech Podcast four-part Service event series featuring operators from Fulham Shore Group, Wahaca, Bill's, Cote, Kerb, and more.
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