Paulo de Tarso Part 2: Leading with Heart – Culture, Care & the Human Side of Hospitality

In this second episode with Paulo de Tarso, we go deeper into what it really takes to build and sustain a culture of excellence in hospitality. Paulo shares his philosophy on team care - why feeding your staff well, training them thoroughly, and leading with empathy aren't just nice ideas, but the foundations of a great restaurant.We explore the realities of opening a restaurant, how to maintain high standards without creating a culture of fear, and why mistakes should be treated as moments for learning rather than failure. Paulo reflects on the role of mentorship and observation in developing people, and how the best service moments come not from rigid process but from genuine human connection.Warm, honest and full of hard won wisdom, this conversation is a reminder that hospitality at its heart is about people looking after people.