The Hospitality Playbook Podcast

May 08 2024
The Hospitality Playbook Podcast artwork

One episode, one tactic to improve a hospitality business. 

If you run a coffee shop, bar, restaurant or any other hospitality business, tune in to this show to hear actionable things which you can use to improve your business straight away. 

We get it, running a hospitality business is hard. There are so many moving parts and so many issues to deal with to succeed. But some people are succeeding, so we're speaking to the industry's most knowledgable people to find out how.

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Tell your business journey as a story

May 08 2024 28 mins  
Send us a Text Message.Liam and Dan Nash discuss the importance of storytelling in building a brand and connecting with customers. They talk about storytelling as more than just a classical narrative, but as everything a business says and does to shape people's perceptions. Dan shares his framework for effective storytelling, starting with the journey of the business and its founde

How to plan and run a restaurant manager interview

May 01 2024 33 mins  
Send us a Text Message.Liam and Claire Crowel of Hattie Jane's Creamery discuss the importance of structured interviews and provide templates for restaurant managers. They cover topics such as communication, empathy, adaptability, resilience, conflict resolution, problem-solving, critical thinking, and hospitality. Claire emphasises the need for consistent and relevant questions to

Evolve your business with micro changes

Apr 23 2024 21 mins  
Send us a Text Message.Liam speaks with Omar Boubess, the founder of Studio Circa, a branding studio for hospitality brands. They discuss the connection between evolutionary psychology and hospitality, specifically how brands and customers co-evolve over time. Omar explains that brands evolve through implementing new practices, communication styles, and visual styles, while custome

Work out your actual food cost versus your theoretical food cost

Apr 10 2024 18 mins  
Send us a Text Message.Liam talks with Matt Wampler from ClearCOGS about the importance of tracking actual vs theoretical food costs in the restaurant industry. Matt explains that actual food costs are the real costs incurred, while theoretical food costs are the expected costs based on recipes and menu items. Not tracking both can lead to a lack of understanding of true food costs

Three questions to ask your customers that will improve your menu

Mar 24 2024 25 mins  
Send us a Text Message.Annica Wainwright talks about the importance of customer surveys and how they can help improve menus and overall customer experience. She explains that many businesses are hesitant to conduct surveys due to the perceived complexity and fear of negative feedback. However customer input is crucial for making strategic decisions and improving customer satisfacti

Get staff to buy into just one of your core values

Mar 20 2024 24 mins  
Send us a Text Message.Jojo Smith, the brand and vision fairy godmother, discusses the importance of brand and vision strategy in business development. She emphasises the distinction between branding (visuals) and brand (personality and values). The lack of alignment between a company's brand and its employees can lead to short-lived relationships with clients. Jojo provides steps

Three ways to improve transparency of tips

Mar 12 2024 24 mins  
Send us a Text Message.Liam and Mason from Grtfl discuss the importance of transparency of tips in the hospitality industry. They highlight the problems that arise from a lack of transparency, such as decreased motivation and engagement among employees. The conversation then delves into three tips for improving transparency: communication, documentation, and technology. Mason share

Three ways to get started with user generated content

Mar 06 2024 23 mins  
Send us a Text Message.In this conversation, Mike Radley from Joli App discusses the importance of user-generated content (UGC) for hospitality and leisure brands. He explains that UGC has become popular due to changes in social media algorithms, which favour authentic and relatable content. Mike highlights three ways to leverage UGC: using staff as content creators, involving cust

Principles of great onboarding training for new starters

Mar 01 2024 24 mins  
Send us a Text Message.In this conversation, Liam and Alex discuss the importance of effective training and onboarding in the restaurant industry. They highlight the consequences of poor onboarding, such as high turnover, poor staff morale, and burnout. Alex shares his insights on what makes a good training plan, emphasising the need for clear expectations, ongoing support, and col

Use biophilic design to improve customer experience

Feb 26 2024 22 mins  
Send us a Text Message.Olivia, an interiors and graphic designer at Catersales, discusses the importance of incorporating biophilic design principles in coffee shops and other hospitality spaces. She explains that these principles not only contribute to sustainability but also enhance the guest experience, reduce stress, and improve overall well-being. Olivia emphasises that even b