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
Making Tech Change Stick: Connectivity Rollouts, 24/7 Uptime, and the Realities of Multi-Site Delivery, with Shona Goodlad, Sky Business.
Jan 2800:29:56Tap to summarizeReliable connectivity now sits alongside water and electricity for modern hospitality. In this Sky Business–powered episode, Chris sits down with Shona Goodlad (Head of Existing Accounts, Sky Business) to unpack what really happens when you move from “one site” to “thousands of sites”. They talk honestly about why tech projects feel risky, what commonly goes wrong, how strong governance and communication reduce downtime, and why operators should start with the problem (not the product). If you’re planning a rollout in 2026, this is your practical playbook for making change land smoothly across sites, teams, and suppliers.What you’ll learnWhy connectivity is the foundation that enables every other tech decisionHow big rollouts break down (and how to plan for the uncontrollables)The role of governance, comms, and internal ownership in rollout successHow to avoid “speed obsession” and fix the real causes of poor experienceWhat a strong 30/60/90-day post-go-live cadence looks likeHow to align suppliers to business KPIs (loyalty, data, CX, risk)Why operators should bring partners in early to shape the journey, not just quote the priceKey moments00:00–01:20 Sky Business series intro + why “solve the operator problem” beats “sell the product”01:20–03:30 Shona’s background and what her team does for existing mid-market customers03:30–05:20 One site vs one thousand sites: what changes at scale05:20–07:30 Cost vs cyber vs downtime: what operators say they worry about vs what they really fear07:30–10:20 “Things will go wrong”: building trust, credibility, and mitigation plans10:20–12:40 Comms failures, site readiness, third parties, and why rollouts slip12:40–16:10 Post-go-live reality: stragglers, service cadence, and staying close to strategy16:10–18:20 Being unapologetically commercial (and why ROI matters for both sides)18:20–21:10 Connectivity as a utility + the real cost of downtime21:10–23:40 What operators should ask suppliers: “What will go wrong and how do we handle it?”23:40–26:20 Where mid-market operators should invest time when they don’t have a CTO26:20–28:40 Openreach realities: escalation paths, process, and why hospitality finds it alien28:40–29:50 How to reach Sky Business + meet the team at Tech on Toast’s February eventReach out to SKY at https://business.sky.com/s/medium-business
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From Scheduling to Decision-Making: How Sona Helps Every Site Run Like Your Best GM, with Ben Dixon, Co-Founder Sona
Jan 2100:32:54Tap to summarizeWorkforce is still the biggest lever (and constraint) in hospitality. Labour costs keep rising, guest expectations keep rising, and “just work harder” isn’t a strategy.In this episode, Ben Dixon — Co-founder and CTO at Sona — breaks down why Sona is approaching workforce management differently: not as another scheduling tool, but as a way to scale great operator decision-making across every site.We get into forecasting and demand (and why outlier days matter more than averages), how to build trust with managers, what “nudging” looks like in real life, and where agentic AI is heading over the next 12–18 months — including the idea of an AI “chief of staff” for GMs.In this episode, we cover:Why “people” is the #1 limiter to growth for many operatorsThe “best GM in the worst site” thought experiment — and what it provesHow Sona encodes great decision-making across staffing, onboarding, and coachingForecasting done bottom-up: why each location behaves differentlyBuilding trust: showing the “why” behind forecasts and recommendationsWhy agentic AI is more than dashboards — it’s prioritisation and actionRealistic ROI: where savings can show up quickly (and what it depends on)Vibe coding vs SaaS: what vendors must prove going forwardScaling globally: labour compliance rules engines with AI + human validationGuest: Ben Dixon, Co-founder & CTO, SonaWebsite: getsona.comSubscribe for more conversations on hospitality technology, operators, and what actually works on the floor.#hospitality #restaurants #workforce #labour #operations #AI #forecasting #SaaS #management #hospitalitytech
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From 30% to 98% Adoption: The Frontline Access Problem Nobody Talks About with Regan Collins from Cocentric
Dec 2300:32:38Tap to summarizeThis week’s episode opens with something special: Always Open at Christmas, Tech on Toast’s brand new charity single created by the Hospitality Community & Choir in just 72 hours. All proceeds support Hospitality Action. Stream it, share it, and help spread the message.Then we’re joined by Regan Collins, CEO of Coentric and the team behind Connect a platform tackling one of hospitality’s biggest (and most overlooked) blockers: frontline access to the tools they’re meant to use.Regan shares why giving teams “great tech” isn’t enough if they can’t log in, why adoption stalls when access takes 12 steps, and how “quiet tech” can unlock huge wins across comms, learning, scheduling, HR, and beyond.Why frontline enablement breaks down at the identity and access layerThe hidden cost of clunky logins: “step four and they’re out”Moving from 30% adoption to 98% by removing frictionWhat “one front door” looks like for shifts, leave, learning, and commsWhy generic passwords on paper are still (shockingly) a thingHow better access improves retention, productivity, and belongingReplacing WhatsApp inside organisations (and keeping knowledge in-house)What’s next: facial recognition kiosks, smarter nudges, and AI-powered insightsA practical reminder: demo everything and understand how it works in real lifeCharity single: thehospitalitychoir.orgConnect: connectfrontline.comFind Connect on the Tech on Toast marketplace (look for the big blue “C” logo)If you’re trying to get more from the tools you already pay for, this is a must-listen.
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Tech, Tinsel & Tough Decisions: Soho House, Prezzo & the Future of Hospitality IT
Dec 1700:51:09Tap to summarizeThis week Chris is joined by Mitz Patel, Global Head of IT Projects at Soho House, and David Broom, CIO at Prezzo Italian, for a festive-but-real chat about the tech challenges and breakthroughs shaping hospitality right now.They dive into inherited systems, shaky connectivity, labour and inventory headaches, AI that’s finally useful, and why hospitality tech still relies on strong human relationships. All of that… plus Abbey Road, Christmas rotas, and Mitz’s legendary community Christmas in Twickenham. 🎅💻🌟 A quick word about “Always Open at Christmas”Before the episode begins, Chris introduces “Always Open at Christmas” – this year’s brand new hospitality charity single. Recorded at Abbey Road Studios in just 72 hours by volunteers from across our industry, it celebrates the people who keep hospitality warm, open and full of heart.💛 All proceeds go to Hospitality Action, supporting workers and families who need a lift this winter.🎵 Search “Always Open at Christmas – The Hospitality Choir” on Spotify, Apple or Amazon Music and give it a stream, save and share.In this episode 👇Why only 18% of operators would recommend their tech stackThe reality of inheriting legacy systems and trying to modernise without breaking everythingConnectivity battles: patchwork networks, microwave links, backups and the 1:30pm meltdownAI moving from hype to real operational gainsBig vendors vs smaller, more agile players — and why relationships still matter more than featuresChristmas in hospitality: on-call IT shifts, family traditions and community hubs 🎄Wishing you a brilliant Christmas from all of us at Tech on Toast – and remember:we are always open at Christmas. 💛
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From University to Start up: How Two Friends Are Revolutionising Restaurant Allergen Safety
Nov 20, 202400:44:44Tap to summarizeIn this episode of the Tech on Toast podcast, we’re thrilled to spotlight two inspiring female founders, Alana Brailsford and Eve Williamson, from Served. These trailblazers are not just building technology; they’re addressing a critical challenge in the restaurant industry: supporting individuals with food allergies and dietary restrictions. Their mission? To make dining out safe, inclusive, and enjoyable for everyone. Join us as we explore their journey, their passion for community-driven change, and the barriers they’re breaking as female founders in the tech space. This episode is packed with insights for restaurateurs, tech enthusiasts, and anyone interested in creating more inclusive dining experiences. Key Takeaways 1️⃣ The Importance of Inclusivity in Dining: Alana and Eve share their personal experiences with food allergies and how Served is helping restaurants create a safe and welcoming environment for diners with dietary restrictions. Their goal? To eliminate fear and anxiety from dining out, making inclusivity a priority in the food industry. 2️⃣ The Power of Community and Relationships: Building trust and fostering transparency about allergens is at the heart of Served’s mission. By forming meaningful partnerships with restaurants, Alana and Eve aim to empower the hospitality sector while creating loyal customer bases that value safety and inclusivity. 3️⃣ Female Founders Breaking Barriers: Alana and Eve discuss their experiences navigating the challenges of being female founders in a male-dominated industry, from funding disparities to breaking stereotypes. Their determination is an inspiring call to action for supporting women in tech and entrepreneurship. Why You Should Listen • For Restaurateurs: Gain insights into how supporting allergy-inclusive practices can boost customer loyalty and enhance the dining experience. • For Tech Enthusiasts: Explore the innovation behind Served and its impact on food safety and restaurant operations. • For Advocates of Change: Be inspired by Alana and Eve’s passion, resilience, and commitment to making dining safer for everyone. Let us know your thoughts, and join the conversation to support a future where dining is safe, inclusive, and enjoyable for all! #TechOnToast #FoodTech #FemaleFounders #InclusivityInDining #Startups #HospitalityTech #AllergyAwareness #Podcast
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How to grow your business through your customers with Jon Horsfield, CRO at Centegra
Nov 13, 202400:42:50Tap to summarizeI'm thrilled to announce the latest episode of the Tech On Toast podcast, where I had the pleasure of chatting with my old friend, John Horsfield, Chief Revenue Officer at Centegra. We delved into the fascinating world of restaurant technology, customer service, and the evolving landscape of the hospitality industry. Here are three key takeaways from our conversation that I believe will resonate with many of you: The Power of Relationships in Hospitality 🤝 John emphasised the importance of building and maintaining strong relationships with customers. In an industry where service is paramount, Centegra has thrived by prioritizing customer support and understanding their clients' needs. This approach not only fosters loyalty but also encourages long-term partnerships. As John shared, "If they phone up on a Friday lunchtime and they've got a queue out the door, we're not going to say to them, you owe us some money. What we're going to do is we're going to sort it out first." This level of commitment to service is what sets successful companies apart. Embracing Technology for Efficiency 💡 The conversation highlighted how technology is revolutionising the hospitality sector. John discussed Centegra's journey from being a pioneer in web-based POS systems to integrating various data sources for enhanced operational efficiency. With the rise of kiosks and mobile ordering, businesses can streamline their processes and improve customer experience. As John noted, "When you go to a kiosk, people will buy the extra burger," showcasing how technology can drive sales and enhance customer satisfaction. The Future of AI and Automation 🤖 We explored the role of AI in the hospitality industry and how it can be leveraged to improve operations. John pointed out that while AI is a buzzword, the real value lies in machine learning and data utilization. He shared an example of how Centegra built a solution for a client to automate their production planning, demonstrating that the right technology can save time and resources. As we move forward, understanding the distinction between AI and automation will be crucial for businesses looking to innovate. I encourage you to listen to the full episode for more insights and stories from John's incredible journey in the hospitality tech space. Whether you're a seasoned professional or just starting in the industry, there's something valuable for everyone in this conversation. 🎧 Tune in now and let me know your thoughts! Skip to the bit you love.. [00:01:37] Acquired by an American company. [00:05:21] Job searching in the past. [00:08:34] Evolution of web-based POS systems. [00:11:12] Customer service in hospitality. [00:13:09] Customer service as a differentiator. [00:16:39] Leon Restaurants partnership success. [00:20:42] Digital ordering transaction increase. [00:23:22] Kiosks influence on purchasing behavior. [00:27:45] AI vs. Machine Learning Confusion. [00:30:06] Self-pour beer technology. [00:33:50] Challenges of customer impatience. [00:35:41] Building products for customer needs. [00:39:21] User experience in dining. [00:42:07] Football rivalry and banter.
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Bonus Episode - ‘Blue sky’ panel: embracing the digital future featuring Papa Johns, Five Guys, Dojo and Nory
Nov 8, 202400:26:08Tap to summarizeThis months bonus episode was recored LIVE at the Hostech event hosted by MCA. How can tech empower customers and operators, across all hospitality touchpoints? In this wide-ranging panel discussion, sector CTO's and operator specialists discuss their vision of future progress, from the evolution of loyalty and rewards, to ordering and payments, to robotics and AI. Panellists: David Rose Senior Director – International Digital & Marketing Technology Rory Scallan commercial director at Five Guys JV UK and Europe Nick Fryer CTO, Dojo Rob O'Beirne VP of Revenue, Nory AI During the chat we discussed the following.... Delivery Management Streamlined Operations: David Rose from Papa John's emphasized the importance of simplifying kitchen operations by integrating various online channels and managing driver logistics. By partnering with technology providers like Deliverect, they have reduced the complexity of handling multiple delivery platforms. This integration allows kitchen staff to concentrate on food preparation rather than juggling different order systems. Flexible Delivery Models: The ability to switch between in-house drivers and third-party delivery services based on demand is another significant advantage. This flexibility not only optimizes operational efficiency but also ensures that customer orders are fulfilled promptly, enhancing the overall customer experience. As David mentioned, this adaptability allows stores to manage costs effectively while maintaining high service standards. Accurate Order Fulfillment: Rory Scanlan from Five Guys highlighted the importance of integrating delivery partners to ensure that preparation and wait times are as accurate as possible. This accuracy not only improves online profiles and algorithm rankings but also enhances the in-store experience by reducing the time couriers spend waiting for orders. Consequently, staff can dedicate more time to serving in-store customers, thereby improving service quality. Simplified Payment Experience: Nick Fryer from Dojo discussed the goal of making payments "invisible" to customers. By providing a seamless payment experience—whether through QR codes or other methods—the focus shifts back to the dining experience rather than the transaction itself. This simplification reduces the administrative burden on staff, allowing them to engage more with customers. Reduced Administrative Tasks: The elimination of cumbersome processes, such as the traditional Zed report and the need to keep physical receipts, further streamlines operations. By minimizing back-office administration, staff can spend more time on the floor, enhancing customer interactions and service quality. Data-Driven Insights: The integration of payment processing technology also allows for better data collection and analysis. This data can inform operational decisions, helping managers optimize staffing and inventory based on real-time insights. As Rob O'Byrne from Nori pointed out, using technology to guide decision-making can free up time for general managers to focus on delivering exceptional customer experiences rather than getting lost in spreadsheets and data modeling.
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How to automate tasks using AI with Tommy Giraux from Honest Burgers and Matt Grimshaw from Youda.
Nov 6, 202400:38:16Tap to summarizeWelcome to Season 10 of the Tech On Toast podcast, brought to you by OpenTable! In this episode, we dive into the world of restaurant technology and employee experience with our special guests, Tommy, Head of Restaurant Systems at Honest Burgers, and Matt Grimshaw, Founder of youda. Join us as we explore the challenges faced by the hospitality industry, particularly around employee communication and operational efficiency. Tommy shares insights from his experience running restaurants, while Matt discusses how AI can transform employee experiences by automating administrative tasks and providing personalized support. We also touch on the importance of integrating technology in the restaurant sector, the differences between AI and automation, and the future of AI applications in hospitality. Whether you're a restaurant owner, a tech enthusiast, or simply curious about the intersection of technology and hospitality, this episode is packed with valuable insights! Topics Covered: Challenges in employee communication and operational efficiency The role of AI in enhancing employee experiences Best practices for integrating technology in restaurants The difference between AI and automation Future trends in AI applications for hospitality Don't forget to like, subscribe, and hit the notification bell for more episodes! Links: Learn more about OpenTable: opentable.co.uk Connect with Tommy on LinkedIn Discover Uda: youda.co Enjoy the show!
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How to engage your workforce through tech with Oli Cavaliero, Head of People & Engagement at Pizza Pilgrims
Oct 30, 202400:30:38Tap to summarizeIn this episode, I had the pleasure of chatting with Oli, the Head of People and Engagement at Pizza Pilgrims. We delved into the world of innovative HR practices and the impact of technology on employee engagement. Here are three key takeaways from our conversation: The Power of AI in Employee Engagement: Oli shared insights on how they implemented "Joshua," a chatbot in Workplace, to streamline communication and provide instant access to information for employees. The success of Joshua in enhancing engagement and reducing open shifts by 30% is truly remarkable. Personalization and Fun in HR Tech: Oli emphasized the importance of maintaining a fun and engaging tone in HR technology. From gamification to personalized responses, the focus on making the platform interactive and enjoyable for employees is key to driving engagement. The Future of HR Tech and Employee Engagement: We discussed the evolving landscape of HR technology and its impact on employee engagement. Oli highlighted the need for continuous innovation and adaptation to meet the changing needs of employees and enhance overall workplace culture. If you're interested in learning more about the fascinating insights shared by Oli and the innovative practices at Pizza Pilgrims, make sure to tune in to the latest episode of the podcast. I can't wait for you to listen to this episode and discover the incredible work being done in the realm of HR technology and employee engagement. Let's continue to drive positive change in the workplace together! 🌟 #PodcastEpisode #EmployeeEngagement #HRInnovation #PizzaPilgrims #AIinHR #WorkplaceCulture
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How to give your customers choice through tech with Tom James, Managing Director at Bills
Oct 23, 202400:54:15Summary readyI'm excited to share the latest Tech On Toast episode, where I had the absolute pleasure of chatting with Tom James, Managing Director of Bills. We dove into his incredible journey in the hospitality industry, from pulling pints as a bartender to leading a beloved restaurant brand. Here are three key takeaways from our conversation that are gold for anyone in hospitality: 🔥 1. People and Profit – It’s All About Focus One of Tom’s most powerful points: “Profitability is an output of all the other elements of hospitality. And if you lose focus on the guests and the team, you don’t have a business.” 💡 His words remind us that the foundation of any successful hospitality business is happy guests and a happy team, and that focus is what drives true profitability. 💡 2. Navigating Change and Building Buy-in Change is always challenging, and Tom shared some brilliant insights on how difficult it can be to get team buy-in when implementing new ideas. “Change is difficult to get buy-in from teams and operators.” He also pointed out how crucial it is for leadership to stay connected, saying, “If they end up being the ambassadors, you know, a GM who’s met me once or twice, it’s so easy to go, no, this is not going to work for us, you don’t understand our business.” 🤖 3. Embracing Tech, but Keeping it Human We talked about the balance between adopting new technologies while maintaining the personal touch that defines hospitality. Tom shared how Bills is using tech like CRM systems and data to improve guest experiences: “We’ve never had so much more information from what our guests want, why they want it, and being super analytical with that information.” But he reminded us that “People will never not be the most important thing to me personally and to the business.” It’s all about giving guests the options, then letting them choose the experience they want. Bonus quote: Tom also joked about middle-aged guys building flatpack furniture being as stressful as anything: “There needs to be some middle-aged version of Survivor where they put a load of mid-40s guys and make them do furniture, because I think that is as angry as I ever get.” 😂 Tune in now to catch more of Tom’s wisdom and anecdotes from his fascinating career in hospitality! Whether you’re leading a team, building a brand, or just starting out, there’s something here for everyone. 🎧 👉 Listen now and let me know your thoughts! #TechOnToast #Hospitality #Leadership #GuestExperience #Innovation #TeamCulture 👉 Listen now and let me know your thoughts! #TechOnToast #Hospitality #Leadership #GuestExperience #Innovation Skip to the bit you love [00:01:54] Flat pack furniture frustrations. [00:05:19] Profitability as hospitality's output. [00:07:31] Team buy-in and incentives. [00:10:34] Journey of hospitality professionals. [00:14:10] Experiential dining and igloos. [00:18:30] Team engagement in hospitality. [00:21:22] Authenticity in restaurant culture. [00:22:18] Brand loyalty and authenticity. [00:25:44] Technology integration in business. [00:30:11] The challenges of Ops directors. [00:33:01] Tech's impact on restaurant operations. [00:37:25] Evolving guest profiles in hospitality. [00:38:13] Customer ordering complexity. [00:41:05] New site openings and challenges. [00:45:00] Technology improving guest experience. [00:47:22] Data-driven decision making in hospitality. [00:52:20] Decision-making in restaurant management. [00:53:25] Same menu across the board. The Tech on Toast Podcast is brought to you by OpenTable. OpenTable is the most complete, reliable, easy-to-use reservation software & restaurant management system
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