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
34episodes
Episodes
Newest firstAll episodes
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.
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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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Scaling Hospitality with Chaos & Control with Marcel Khan, Caroline Ottoy, Matt Bigland and Gemma Glasson
Feb 2500:51:05Tap to summarize🎙️ LEADERS SERVICE: Scaling Hospitality with Chaos & ControlA live panel from BrewDog Waterloo featuring hospitality leaders sharing raw insights on growth, culture, and operations.🎤 HOST:Phil Street - Founder, Hospitality Meets Podcast🎯 PANELISTS:Marcel KhanCaroline OttoyMatt BiglandGemma Glasson⚡ KEY TAKEAWAYS:On Managing Complexity:Vision clarity beats speed every time10-15 core processes are enough - don't overcomplicate"Automate the boring, focus on guests"Red lines create space for creativity within structureOn Scaling Systems:EOS (Entrepreneurial Operating System)90-day planning cycles with quarterly "rocks" (goals)Weekly structured meetings: on track = move on, off track = solve itWatch House achieved 26% turnover and 14% 90-day turnover using intentional cultureOn Culture Under Pressure:Clarity > Speed. Always.Right people, right seat - track it weekly"Calmness is a competitive advantage" - MarcelNever compromise on product or people, even when cutting costsOn Leadership Philosophy:"Done is better than perfect" is BS - aim for perfect pizzas (Marcel's hot take)Hire slow, fire fast - but have difficult conversations earlyThe gift of silence: let people fill the space with their own solutionsAccountability charts prevent chaosOn Protecting What Matters:Stay true to core focus (Watch House example: stopped chasing matcha trends)Platform over personality (Blend's brand accelerator model)Communication platforms are critical at scaleAnnual festivals to reconnect everyone to the vision (Wahaca's "Wahaca Fest")💡 STANDOUT QUOTES:"The unreasonable person adapts society to themselves. Therefore all progress is due to the unreasonable person." - George Bernard Shaw (via Matt)"If the CEO can't have a conversation during service, that's the beginning of the end." - Matt"We scale platforms, not personalities." - Matt on food halls"Chaos is fun - but without control, it's carnage." - Gemma"Done is better than perfect? I flipping hate that phrase. I want perfect pizzas." - Marcel📚 RESOURCES MENTIONED:EOS (Entrepreneurial Operating System)"People Dare to Build an Intentional Culture"Insights DiscoveryPeople Analyzer🎯 BIGGEST MISTAKES SHARED:Not hiring the right people at the right time (being too tight on salary)Ignoring values misalignment when too busyNot creating clear accountability charts early enoughGetting lost in detail instead of hovering above the business🔥 FINAL WISDOM:When asked what matters most - people, systems, or purpose?Caroline: People. Vision is irrelevant without the right people.Gemma: All of the above (but especially people + purpose)Marcel: Purpose underpins everything elseMatt: People and purpose togetherPowered by Lightspeed EPOSRecorded live at Service, BrewDog Waterloo, February 10th
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Hype is Dead, Long Live Habits: Why 70% of Your Customers Ghost You (And How to Fix It) - Recorded LIVE at SERVICE 2026
Feb 1800:41:38Tap to summarizeWhat's the difference between a viral moment and a loyal customer base? In this live panel from Service 2026, hospitality marketing leaders from Dave's Hot Chicken, Rolled, Cote, BlackRock, and Kerb reveal why 70% of guests never return, and exactly how to fix it. Forget follower counts. This is about building habits that drive real revenue.Recorded live at BrewDog Waterloo | Powered by LightspeedWhy 70% of first-time guests never come backThe metrics that actually matter (hint: not followers)How to turn hype into sustainable habitsLoyalty strategies that work (and don't require discounts)What to do with £10K in marketing budgetHandling bad reviews like a proThe role of influencers in 2024Why your team is your best marketing assetLaura Reed Marketing Director KERBAnaïs Dixie Brand Manager Côte BrasserieKeyana Mohammadi Head of Marketing Dave's Hot ChickenJJ Miller Marketing Manager RolledRuth Carpenter Sales & Marketing DirectorBlack Rock RestaurantsHosted by: Chris Fletcher - Tech on Toast00:00 - Intro: The 70% problem05:30 - Why hospitality struggles with repeat visits12:45 - Case study: Pizza Pilgrims' 10th birthday pilgrimage (£750K ROI)18:20 - Dave's Hot Chicken: Building hype into lifestyle24:10 - Coates' "Happiest Menu" campaign (100K new app users)29:40 - The metrics that actually matter35:15 - Why follower count is a vanity metric41:50 - Loyalty without discounts: BlackRock's approach48:30 - The £10K question: Where would you spend it?56:20 - Biggest marketing shift for 20241:04:15 - Influencer strategy: Macro to micro cascade1:12:40 - Handling bad reviews1:18:30 - Empowering your team for hospitality excellence🔥 "Don't manufacture loyalty—be worthy of loyalty." - JJ Miller, Rolled🔥 "It costs zero pounds to know your brand." - JJ Miller🔥 "Our job as marketers is to get people in, but if the experience doesn't match what we marketed, they're not coming back." - Anis, Coates🔥 "Shit happens. Sorry. Here's how we're gonna fix it." - Ruth Carpenter, BlackRock🔥 "Don't try too hard—guests can see right through it." - Kiana, Dave's Hot ChickenLightspeed EPOS systemPizza Pilgrims' Naples pilgrimage campaignCoates loyalty appBlackRock's Polaroid fridge magnet strategy#Hospitality #Marketing #RestaurantMarketing #CustomerLoyalty #HospitalityIndustry #FoodAndBeverage #PodcastNotesKey Topics Covered:Featured Guests:Timestamps:Quotable Moments:Resources Mentioned:Connect:
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Why Integrations Matter More Than Features in Hospitality Tech with Colin Jackson, Dojo
Feb 1300:24:29Tap to summarizeGreat hospitality tech should work quietly in the background. When it doesn’t, operators feel it immediately.In this episode of the Tech on Toast podcast, Chris is joined by Colin Jackson, Head of Partner Technology at Dojo, to unpack why integrations are one of the most important and most overlooked parts of hospitality technology.They discuss what good integration really looks like, why the word seamless is often overused, and how poor connections between systems create hidden costs, lost revenue, and operational headaches for teams on the ground.The conversation explores payments and EPOS integrations, guest expectations around flexible ordering and payment, and how clean data flow helps operators make better commercial decisions.Colin also shares Dojo’s approach to open partnerships, why no single provider can do everything well, and what operators should look for when choosing technology partners at scale.This episode is a practical look at how integrations underpin reliability, trust, and better guest experiences across modern hospitality.
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Dojo Pocket and the Future of Table Service Payments with Tom Usher
Feb 600:23:47Tap to summarizePayments should never slow service down, but too often they do.In this episode of the Tech on Toast podcast, Chris is joined by Tom Usher, Engineering Manager at Dojo, to explore how modern payments technology is being built specifically for the realities of hospitality.The conversation dives into Dojo Pocket, a handheld ordering and payments device designed to keep teams on the floor, reduce friction during service, and help operators turn tables faster without compromising guest experience.Tom shares why Dojo chose to build its own hardware and payments stack, how reliability and uptime are critical in hospitality, and why even small moments of friction can have a big impact on revenue, staff stress, and customer satisfaction.The episode also covers cloud infrastructure, resilience at scale, security and trust at the point of payment, and why intuitive design matters in an industry with high staff turnover.If you’re thinking about tableside payments, handheld devices, or how to give time back to your team, this episode is a must listen.
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Making Hospitality training simple, engaging, and actually useful with Tayl
Feb 400:27:31Tap to summarizeIn this episode, Chris Fletcher is joined by Blair Lundie, Head of Business Development at Tayl, a learning management system built with one obsession: ease of use.They dig into why training in hospitality often becomes a tick-box exercise, what good looks like when you want real engagement, and how operators can use learning content to solve genuine business problems, from improving guest experience to reducing early staff churn.You’ll also hear a practical take on personalising induction, making compliance feel less painful, and why involving frontline teams in content creation can massively lift adoption.What you’ll hear in this episodeAn honest look at why compliance training gets treated like a chore, and what to do about itHow Tayl helps operators keep the basics simple: assign, track, complete, repeatWhy personalisation matters just as much in training as it does in CRMHow to build an induction pack that makes new starters feel welcome, not overwhelmedPractical ideas: GM welcome videos, local tips, “how we do things here”, and FAQs that stop managers repeating themselvesWhy relevance drives engagement, especially on high-risk topics like allergensThe trade-off between customising course content and keeping accreditationWhy short, TikTok-style videos made by frontline teams can outperform top-down training contentHow adoption differs by generation, and how to get older cohorts comfortable tooWhat mid-market operators (10+ sites) typically struggle with before switching LMSHow reporting should work in the real world: simple, readable, and actually usedBlair’s view on AI in training: helpful for speeding up content creation, but risky for compliance if accuracy slipsWhat “good” looks like in numbers: 75–85% completion as a common benchmark, and why 85%+ is strongUsing training as a strategic lever: tying learning to Google reviews, service confidence, retention, and early tenure drop-offStandout momentsTraining should start with culture, not compliance: make new starters feel like the company caresThe easiest wins often come from reducing repeated questions and giving staff instant answersGeneric e-learning can tick the box, but real examples from your menu and your operation drive learning that sticksCustomer support and onboarding matter as much as features if you want adoption to lastAbout TaylTayl is a learning management system designed to make hospitality training easy to roll out and easy to complete, with a focus on simple user experience for both deskless teams and managers.Find TaylWebsite: tayl.netConnect with Blair on LinkedIn: Blair Lundy
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