Captive Conversations, The Hospitality Podcast

Running your own pub at 18 is one thing.Running 25 sites by 23 is something else entirely.In this episode of Captive Conversations, Adam sits down with Jade Craig, founder of Inntegra and Gamechangers, for a warm and wide-ranging conversation about thirty years in hospitality and what it really takes to build a community people want to stay in.Jade shares her journey from her mother's restaurant in Camberwell, to her name above the door of a Clapham pub at 18, to becoming an area manager across 25 sites, through the supplier side and the trade bodies, and on to launching Inntegra in 2015 and running 42 events a year.The conversation explores why she spotted competitive socialising in 2016 when the industry called it a flash in the pan, how CompSoc grew from 500 people in Holborn to 1,585 delegates, why trust sits behind every introduction she makes, and why Gamechangers was built around helplines, support and mentoring rather than discounts.Topics include:Growing up in the Secret Garden Cafe in CamberwellBecoming a licensee at 18Running 25 sites at 23Learning both the supplier and operator sidesStarting Inntegra, and counting the light bulbsWhy trust comes before any introductionSpotting competitive socialising before the industry didBuilding CompSoc and GamechangersMentoring, trade bodies, and protecting your own headspaceGet your tickets now for Competitive Socialising: The Power of Play™ & Awards 2026, on Tuesday 15 September at the Lighthouse Theatre in London. Use the code captive25 for a 25% discount: https://www.inntegra.co.uk/events/compsoc26-the-power-of-play-awards

In Episode 97 of Captive Conversations, Adam speaks with Will, Director of Fanatic, about hospitality marketing, digital guest journeys and the growing influence of AI.Will shares how his early career at McDonald’s and as a relief pub manager shaped his understanding of people, teams and service. The conversation then moves through publishing, agency life and financial services before exploring the work Fanatic does across branding, websites, CRM, performance and the wider digital ecosystem.They discuss why hospitality technology must bring out the best of human skill, why websites are part of the guest experience, the importance of owning your data and why marketers should “not just send more, send right.” They also explore changing booking behaviour, rising walk-ins, cost pressures and the challenges facing lean hospitality marketing teams.#CaptiveConversations #HospitalityMarketing #HospitalityTech #GuestExperience #ArtificialIntelligence

Opening a restaurant is one thing. Opening a restaurant with no hospitality experience, carrying every pressure yourself and then using that failure to shape a career in hospitality technology is something else entirely.In this episode of Captive Conversations, Adam sits down with Aaron from ePosaibility and Hops for a deeply practical conversation about restaurant ownership, operational pressure, implementation, adoption and what hospitality businesses really need from technology. Aaron shares the story of launching a ramen restaurant after returning from Hong Kong, the lessons he learned from failure, his time at Boundary during COVID, and how that operator experience now shapes the way he thinks about Hops, ePossibility and supporting hospitality teams.The conversation explores transferable hospitality skills, P&L understanding, guest experience, technology adoption, implementation, inventory management, financial control, customer support and why operators need more than shiny software. A grounded and honest conversation about learning through pressure, building better systems and understanding the operation before trying to fix it.#Hospitality #HospitalityTech #RestaurantOperations #GuestExperience #RestaurantTechnology #CustomerData #RestaurantManagement #CaptiveWiFi #CaptiveConversations

Most hospitality operators think about packaging as something functional.Max Shipman thinks about it differently.In this episode of Captive Conversations, Adam sits down with Max Shipman from Brand Your to explore how packaging has evolved from a simple operational necessity into a powerful part of the guest experience.Max shares his journey through hospitality technology, delivery, Just Eat and McDonald’s before discussing how Brand Your is helping hospitality businesses rethink packaging, branding and customer engagement.The conversation explores customer ownership, loyalty, direct ordering, founder-led content and why hospitality brands should view bags, cups and boxes as more than just packaging. Adam and Max discuss how memorable unboxing experiences, thoughtful design and simple branding can turn everyday touchpoints into marketing opportunities that guests remember and share.Along the way, they explore the future of hospitality technology, AI, delivery, guest relationships and why the most successful brands focus on creating experiences rather than transactions.If you’re interested in guest experience, hospitality marketing, customer loyalty and building stronger customer relationships, learn more about Captive WiFi and how guest WiFi can become a powerful marketing, data and loyalty engine.#Hospitality #GuestExperience #RestaurantMarketing #HospitalityTech #CustomerLoyalty #Branding #PackagingDesign #CustomerData #BrandYour #CaptiveConversations

The 15-Second MomentMention loyalty in hospitality and many operators immediately think discounts, points cards, and race-to-the-bottom promotions. But what if we’ve been thinking about loyalty all wrong? In this solo episode, Georgina explores why loyalty has a branding problem, why true loyalty has nothing to do with vouchers, and what actually makes guests want to come back.  The conversation centres around what Captive WiFi calls the “15-second moment” — the short window when a guest first connects to WiFi, before they’ve even looked at the menu. Georgina explains why this is one of the most overlooked opportunities in hospitality and how venues can begin building meaningful guest relationships from the very start of the visit.Along the way, she shares the story of Regency Club, explores the difference between loyalty and belonging, and explains why the venues guests return to most often are the ones where they feel seen, remembered and known.#Hospitality #GuestExperience #CustomerLoyalty #RestaurantMarketing #HospitalityTech #CaptiveWiFi #CaptiveConversations

Building a restaurant is one thing.Building a restaurant while learning hospitality, marketing, technology and guest engagement at the same time is something else entirely.In this episode of Captive Conversations, Adam sits down with Charlie Wood-Jones, owner of Cawsburger and Sales Consultant at Popmenu, for a conversation that bridges both sides of the hospitality world.Charlie shares the journey of launching Cawsburger during lockdown, growing a loyal customer base through social media, and eventually realising that likes, followers and algorithms are not the same as owning a relationship with your guests.The conversation explores how Popmenu helped shift that thinking, turning a website from a simple digital brochure into a powerful marketing and guest engagement tool. Charlie discusses building a database of thousands of guests, the role of email and SMS marketing, automated campaigns, guest data, direct ordering, Google visibility and why restaurants need to think beyond social media if they want sustainable growth.Along the way, Adam and Charlie dive into hospitality technology, operational challenges, AI search, customer loyalty, and the importance of creating memorable guest experiences that keep people coming back.If you're interested in how restaurants can better capture guest data, personalise communications and build stronger customer relationships, learn more about Captive WiFi and how guest WiFi can become a powerful marketing, data and loyalty engine.A practical and honest conversation about restaurant growth, guest data, hospitality marketing and what operators can learn when they see the industry from both sides.Captive WiFi #Hospitality #RestaurantMarketing #GuestExperience #HospitalityTech #CRM #RestaurantOwner #RestaurantGrowth #CustomerData #Popmenu #CaptiveConversations

In this episode of Captive Conversations, Adam sits down with Pete Hurley from Well Seasoned for a wide-ranging conversation about hospitality careers, operator pressure, fragmented tech and the rise of fractional talent.Pete shares how his journey moved from washing dishes in a country pub to building an early meal kit business, pivoting into outside catering, taking on a modern art gallery café, restaurant and events operation, and eventually building Well Seasoned. It is a story full of learning curves, customer demand, operational chaos and the kind of real-world adaptability hospitality is built on.The episode explores why platforms still need to talk to each other, why hospitality teaches skills you cannot learn in a classroom, why operators increasingly need “outside eyes”, and how Well Seasoned is helping businesses find practical specialists for specific problems.#hospitality #hospitalitytech #restaurantoperations #fractionaltalent #restaurantindustry #wellseasoned #captiveconversations

This episode almost didn’t happen.Adam had a client call he had to jump onto, the podcast still needed to go out, and Georgina stepped in last minute to record what was originally written as Adam’s second solo episode.And honestly… she absolutely smashed it.In this episode of Captive Conversations, Georgina explores one of the biggest missed opportunities in hospitality: what happens after the guest leaves.Most operators collect guest data.Very few use it in a way that feels human.“The goal of a welcome journey is simple: make the guest feel remembered.”From walk-in guests and WiFi data capture to CRM Live Lookup, personalisation, and guest recognition, this episode breaks down why the first 7 days after a guest interacts with your brand matter more than most hospitality businesses realise.The conversation also dives into:• Why walk-in guests are often invisible• Why most welcome emails fail• Recognition vs transactional marketing• Live guest dashboards and personalisation• Gamification, feedback and CRM integrations inside CaptiveWiFiA very real, very human episode about hospitality, teamwork and building technology that helps guests feel remembered.#hospitality #guestexperience #crm #restaurantmarketing #hospitalitytech #wifi #loyalty #captiveconversations

In this episode of Captive Conversations, Adam sits down with Claire Reid, a marketing consultant with a career that spans hospitality, charity communications, brand building, feedback, data, internal culture and coffee.Claire shares how her early experiences in cafés, retail, charity communications and Wood Street Coffee shaped the way she thinks about hospitality. The conversation explores why marketing and operations need to work together, why feedback should be treated as the voice of the guest, and why the best hospitality often comes down to something much harder to measure: how a place makes people feel.From Dishoom and Wood Street Coffee to freelance life, local marketing, data storytelling and the importance of not diluting a brand as it grows, this is a warm, honest conversation about building hospitality brands that feel human.#hospitality #marketing #guestexperience #operations #restaurantmarketing #data #captiveconversations

In this episode of Captive Conversations, Adam sits down with Kevin to explore what it really takes to turn data into meaningful hospitality experiences.From his early career in consulting to leading digital transformation at one of the largest restaurant groups in the US, Kevin shares a rare behind-the-scenes look at how systems, data, and people come together in real operations. From fragmented tech stacks to enterprise-wide transformation, this is a story of complexity, challenge, and learning.At the heart of the conversation is a simple but powerful truth. Recognition matters. As Kevin puts it, “When someone says, welcome back in… it’s great to see you… that just sets the tone.” The episode explores how businesses can move beyond collecting data to actually using it, and why adoption, trust, and usability are what ultimately drive results.#hospitality #restaurants #data #guestexperience #crm #loyalty #technology

The journey into content does not always start with a strategy.Sometimes it starts with curiosity.In this episode of Captive Conversations, Adam Forman sits down with Thomas, founder of Fearless Media, to explore how starting young and learning through doing can shape a career in content and business. From making videos at 12 to building a creative agency, this is a conversation about consistency, experimentation and long-term thinking.The episode dives into how content creates goodwill, builds relationships and opens doors over time. It also explores how different platforms play different roles, and why brands that show up consistently have an advantage.For hospitality businesses, this is a powerful reminder that connection starts before the visit. Content is not just marketing. It is relationship building at scale.#hospitality #marketing #content #socialmedia #growth #captiveconversations

Big things just dropped at CaptiveWiFi.In this episode Adam Forman walks through the most significant platform update in CaptiveWiFi's history. No guests, no interviews — just a straight-talking rundown of everything that has just shipped and what is coming next.Covered in this episode: the Live Guest Dashboard, built after a conversation with Ben Heppell from Aqua Restaurant Group, now pulling in real-time spend data, loyalty points, CRM tags and a VIP triage from SevenRooms, ResDiary, Airship, Me&U and Klaviyo. A major feedback upgrade with new templates, emoji ratings, WhatsApp and SMS delivery, and SevenRooms feedback reporting. Competitor analysis against up to five locations. Fully branded scheduled email reports. Two brand new WiFi portal designs. And gamification — scratch cards, spin to win and shake to reveal, with live voucher integrations from Airship and Square.If you work in hospitality and you want to know what connected guest data actually looks like in practice right now, this is the episode to start with.#CaptiveWiFi #HospitalityTech #GuestExperience #Gamification #GuestData #ProductUpdate #CaptiveConversations

What does it actually take to bring a guest back? Not through aggressive re-targeting or bulk email sends, but in a way that fits inside a premium hospitality experience and makes the guest feel genuinely valued?In this episode, recorded live on stage at HT360 at ExCeL London, Adam Forman sits down with Ben Heppell, Global Digital Marketing Director at Aqua Restaurant Group. They talk about the repeat guest challenge that sits at the centre of Ben's role, why ecommerce tactics do not translate into premium dining, and what changes when you start connecting WiFi visit data to your reservation and CRM systems. Ben also shares how Aqua changed the way they measure repeat guest rate and what that revealed about the real problem underneath a metric that looked fine on the surface.A grounded, honest conversation from a practitioner doing this work in real venues, in real time.#CaptiveConversations #HospitalityMarketing #GuestRetention #HospitalityTech #CaptiveWiFi #RepeatGuests #HT360

The guest journey doesn’t start at the door anymore.It starts long before that.In this episode of Captive Conversations, Adam Forman sits down with Natalie Dunning, CEO and Founder of Kitch, to unpack how hospitality is changing and why brands need to rethink how they attract, understand and retain their guests.From data and CRM to TikTok, discoverability and automation, Natalie shares a clear view of where the industry is heading. This is a conversation built on real experience, from growing up around restaurants to building a business focused on helping hospitality brands connect the dots between marketing, operations and guest behaviour.What stands out is how much has shifted.Guests are discovering brands in completely different ways. Loyalty is no longer just about points. And the brands that are winning are the ones thinking more like ecommerce, building relationships before a guest even walks through the door.This episode is a reminder that hospitality is still about people.But understanding those people now starts much earlier.#hospitality #guestexperience #marketing #crm #restaurants #data #captiveconversations

In this episode of Captive Conversations, Adam Forman sits down with Chloe Dodd and Alex O’Reilly, two people I’ve known for a while now and whose journey in hospitality is seriously impressive.From nightclubs and bar floors to national sales roles and multi-site operations, this is a conversation built on real experience. Not theory. Not guesswork. Just years of being in it, figuring it out and now helping other businesses do it better.We get into where hospitality is still getting it wrong. Missed enquiries, slow responses, teams not aligned and how simple things are still costing operators real money.There’s also a lot of honesty in this one. About taking risks, backing yourself and why experience across both ops and sales gives you a completely different perspective.If you’re in hospitality, this will feel very familiar.And probably a little uncomfortable in the right way.#hospitality #guestexperience #restaurants #sales #operations #captiveconversations

In this episode of Captive Conversations, Adam Forman sits down with Tom Stanley, founder of Williams Stanley & Co, to explore the financial realities facing hospitality operators today.Tom shares his journey into hospitality finance and explains why understanding the numbers behind a venue is just as important as the guest experience on the floor.The conversation explores the pressure operators face, how better financial visibility can support stronger decisions, and why hospitality businesses need to think differently about growth, investment and resilience in a changing market.This episode is a practical and honest look at the intersection between finance, operations and hospitality leadership.#hospitality #hospitalitybusiness #restaurantindustry #hospitalityfinance #restaurants #hospitalityleaders #captiveconversations

In this episode of Captive Conversations, Adam Forman sits down with Catherine Gwynne, founder of 2G Design and Build, to explore the psychology behind hospitality design.Catherine shares her journey from travelling the world in the drinks industry to building a hospitality design company focused on how spaces truly work. The conversation dives into why the best venues start with people, not aesthetics, and how staff experience directly shapes the guest experience.They explore the importance of flow, acoustics, atmosphere and emotional connection in hospitality spaces, and why operators must design environments that create memories if they want guests to return.A fascinating conversation about the intersection of hospitality, culture and design.#hospitality #restaurantdesign #guestexperience #hospitalityindustry #restaurants

In episode 85 of Captive Conversations, Adam speaks with Yaro Tsyhanenko about the hidden blind spot in modern hospitality: the pickup counter.From building marketplaces in Ukraine to shutting down businesses when the war started, and rebuilding in the US, Yaro shares his journey and the operational problem that caught his attention. The gap between digital ordering systems and real-world pickup.This episode explores timing, order accuracy, promise time performance, and why “completed” is not the same as “collected.” A must-listen for operators serious about growth and efficiency.#hospitality #restaurantoperations #delivery #guestexperience #hospitalitytech #pickup #digitalordering

In this episode of Captive Conversations, Adam sits down with Gabrielle Goode, hospitality marketing consultant and founder of thehospitalitymarketer.co.ukGabrielle shares her journey from cocktail bartender in Nottingham to leading marketing roles across The Ivy Collection, Langan’s, Rhubarb and global hospitality brands. But this conversation goes deeper than career milestones. It explores what guests actually remember.“I don’t go there for the food. I go because I’m making a memory.”Together, they discuss emotional personalisation, loyalty done properly, leadership perspective, brand identity, and why hospitality must never lose its human core in a world of automation and AI.If you care about guest experience, loyalty, brand impact and long-term legacy in hospitality, this episode is for you.⸻Subscribe for more hospitality insights and visit www.captivewifi.io#HospitalityIndustry #RestaurantMarketing #GuestExperience #Leadership #HospitalityPodcast #BrandBuilding

In this episode of Captive Conversations, we're sharing a powerful panel discussion from PUB Spotlight 2026: "The Pub Customer Perspective."Featuring Laurence Brown (Head of Insights, Stonegate), Louise Fleming (Head of Guest & Retail Insights, Punch Pubs), and Kiran Quinn (Group Marketing Director, Red Cat Hospitality), moderated by Jo Lynch from KAM Insights.This insightful session explores how consumer behaviour is shifting in the hospitality industry, what customers really want from their pub experience, and how venues can adapt to meet changing expectations in an increasingly challenging economic climate.Recorded live at PUB Spotlight 2026, this discussion brings together industry leaders sharing real-world insights on customer engagement, loyalty, and the future of the pub sector.Huge thanks to KAM Insights for organizing this incredible event and to Inntegra for their exceptional work behind the scenes making PUB Spotlight 2026 possible.#PubSpotlight #pubspot26 #HospitalityIndustry #PubLife #CaptiveConversations #Podcast #HospitalityPodcast #CustomerExperience

In this episode of Captive Conversations, Adam Forman sits down with Rosie Lewis-Marsh, the London Hospitality Girl, to talk about sales, booking journeys, and why hospitality overcomplicates the things that should be simple. Rosie breaks down decision-making inside teams, the fear of automation, and the cost of slow response times. From shorter booking windows to conversion and automation, she shares a grounded view of what operators can fix quickly without losing the human side of hospitality.#hospitality #hospitalitysales #guestexperience #restaurantindustry #captiveconversations #hospitalityleaders

In this episode of Captive Conversations, Adam Forman sits down with Massimo from Restaurant Keys to explore what it really takes to build, grow, and scale hospitality brands without losing their soul.Massimo shares his experience working with operators across the UK and internationally, from opening restaurants from scratch to helping brands expand nationally and abroad. The conversation covers relevance in marketing, the importance of listening to teams on the floor, and why hospitality remains a deeply human business.They also discuss how technology, design, and operational flow should support people rather than replace them, and why comfort, familiarity, and emotional engagement are becoming more important for guests.#hospitality #restaurantindustry #guestexperience #peopleandculture #hospitalityleaders #captiveconversations

The final episode of 2025. What a year it's been.In this one, Adam sits down with Oliver Pugh, founder of Yeti Pay, and Chris Jolliffe, their Sales Director, to explore how a simple observation about tipping behaviour sparked a payments revolution.It started with a question most people never ask. When a guest leaves a tip on a card, why doesn't the waiter feel it? Oliver noticed this disconnect years ago. And instead of accepting it, he built something to fix it. The result? Tips went up 300%.From the early days of Table Yeti to winning BrewDog and building embedded payments infrastructure, Oliver and Chris share the realities of competing in a crowded market by doing things differently.This is a conversation about listening before building, enabling partners instead of competing with them, and why hospitality deserves payments that actually feel different.Thank you to everyone who listened this year. Here's to 2026. 🎧#CaptiveConversations #YetiPay #HospitalityPayments #EmbeddedFinance #FinTech #Hospitality

As the year comes to a close, Episode 80 of Captive Conversations takes a step back to reflect on how hospitality makes decisions.Adam speaks with Mark from Tenzo about why instinct alone is no longer enough, how operators are overwhelmed by dashboards, and why better data frameworks matter more than more reports.They explore how context, experience, and curiosity still play a critical role, and how AI can support teams without losing the human side of hospitality.A grounded conversation for anyone thinking about how to approach the year ahead. ✨#hospitality #hospitalitytech #restaurantdata #leadership #captiveconversations

In this episode of Captive Conversations, Adam sits down with Jonatan from All Gravy to explore how frontline technology can feel more human, more supportive and far more connected to the reality of hospitality work.Jonatan shares the story of his early career, the leaders who shaped him, and the moment he realised frontline teams were being asked to juggle seven or eight different apps just to get through a shift. He explains how that insight led All Gravy to pivot, rebuild and create a single platform focused on communication, learning and engagement.They also explore the future of AI for frontline teams, the importance of real service, why user research came before sales, and what hospitality truly needs to support retention and development.A warm, thoughtful and practical conversation for anyone shaping the future of workforce tech.#hospitality #allgravy #peopletech #frontlineteams

In this episode of Captive Conversations, Adam sits down with Rosie Akenhead to explore one of the biggest challenges facing hospitality today: the covers problem. Rosie describes how changing guest behaviour, home comforts and broader societal pressures have reshaped the way people choose to dine out. She also reflects on the emotional weight this places on teams who are still expected to deliver energy and inspiration every day.Rosie draws on her experience in both tenanted and managed pubs to explain the realities of supporting operators, balancing brand consistency and enabling local creativity. She shares practical insight into CRM transformation, booking journey improvements and the value of simple, thoughtful personalisation such as avoiding irrelevant content for the wrong audience.Together they explore:✔ Why covers feel unpredictable and what drives guest behaviour✔ The difference between tenanted and managed pub challenges✔ How disconnected marketing creates confusion for guests✔ What Rosie learned from implementing full CRM and data journeys✔ Why simple personalisation still matters more than complex automation✔ The moment she realised it was time to build her own business---Packed with honest insight for operators, marketers and CRM teams, this episode highlights the human and operational realities behind modern hospitality.#HospitalityMarketing #CaptiveConversations #GuestExperience #HospitalityTech #CRM #HospitalityStrategy #RestaurantTech #OperatorLife

In this episode of Captive Conversations, Adam sits down with Edd Bower, Data Lead at Guestwise, to explore how hospitality can turn scattered information into clear, actionable guest insight. Edd draws on his journey from the creative world into data operations to explain why most brands struggle with disconnected platforms, limited visibility and inconsistent feedback loops.Edd reveals how guest data often lives in many different systems that do not speak to each other. He explains why this creates missed opportunities for personalisation and why operators need a realistic path toward a single customer view. With a background in analytics, CRM support and hospitality data design, he brings a practical and grounded perspective on what operators can achieve today.Together they dive into:✔ Why only a tiny percentage of guests leave feedback and what that meansEdd Bower - How Operators Can Personalise at Scale✔ How bookings, CRM, loyalty and feedback can work together✔ The daily digest method that helps teams prepare for key guests✔ What a real single customer view looks like in hospitality✔ How smaller operators can benefit from simpler automation✔ Why data should empower teams to deliver more human hospitalityPacked with practical insight for hospitality operators, marketers, CRM teams and anyone working to improve guest experience, this episode highlights how connected data can transform service, communication and loyalty.#HospitalityData #CRM #Guestwise #SingleCustomerView #GuestExperience #HospitalityTechnology #CaptiveConversations #HospitalityStrategy #DataIntegration #HospitalityMarketing #RestaurantTech #OperatorLife

In this episode of Captive Conversations, Adam sits down with Simon Anderson — hospitality consultant, co-founder of Market Halls and founder of Next Space — to explore how food halls, regeneration projects and community-driven design are reshaping the UK’s high streets.Simon reveals how vacant department stores, declining footfall and post-COVID shifts in behaviour have created both risk and opportunity for towns and cities. With a background spanning Saatchi & Saatchi, publishing, and large-scale hospitality operations, he offers a rare mix of creative thinking and real operational clarity.Together they dive into:✔ How food halls can spark economic revival and uplift property values by 10–14%✔ Why collaboration between councils, developers and operators is the “missing ingredient”✔ The difference between a successful food hall and a big empty space filled with traders✔ How co-living, co-working and hybrid venues will shape the next era of hospitality✔ The danger of over-relying on social media and why storytelling still wins✔ What operators can learn from brands like Curb, Blend Family, Dishoom and Time Out✔ The biggest mistakes in regeneration — and how to avoid themPacked with insight for hospitality operators, developers, marketers, councils and anyone involved in place-making, this episode explores how food, culture and community can breathe life back into towns and cities across the UK.Keywords: food halls, urban regeneration, Market Halls, hospitality innovation, place making, high street recovery, Captive Conversations, hospitality strategy, community-led design, Next Space

In this episode of Captive Conversations, Adam speaks with Ed Christmas, Managing Director of Bums on Seats — one of the most influential voices in hospitality sales, bookings, and operational efficiency.Ed shares how fragmented systems, under-utilised CRMs, and broken booking processes quietly drain revenue — often up to 30% of business turnover due to inefficiencies alone.  Together they explore:✔ The leaking bucket analogy and how brands can immediately plug revenue gaps  ✔ Why “tech should only enhance, never replace” in hospitality  ✔ How to streamline enquiry management and pre-booked sales✔ What operators should do before investing in new marketing or paid ads✔ The future of bookings, benchmarking and data-driven decision-making✔ Ed’s new AI-powered tool Heidi, now live in 50+ venues, built to give operators real-time clarity on performance, forecasting and conversions  This episode is packed with practical insights for restaurant groups, pubs, bars, competitive socialising venues, and hospitality marketers looking to drive measurable results.Keywords: hospitality bookings, restaurant CRM, Bums on Seats, hospitality data, pre-booked sales, restaurant marketing, Captive Conversations, hospitality tech, operational efficiency

From pulling pints in Welsh pubs to building one of hospitality’s most connected marketing communities — Glenda Barber shares her journey from Brains Brewery to Bloom Marketing and the creation of Team Marketing IRL.In this Captive Conversations episode, Glenda and host Adam Forman explore how hospitality marketers can build authentic communities, foster collaboration, and create meaningful customer connections.💬 Topics:Hospitality marketing trends for 2025How to build a marketing community that lastsThe power of empathy in brandingWhat Team Marketing IRL means for the industry#HospitalityPodcast #BloomMarketing #CaptiveConversations #HospitalityMarketing #MarketingCommunity

Two engineers. One mission: make dining safe for everyone.In this episode, Adam chats with Eve and Alana, founders of Served, the tech company redefining allergen transparency across hospitality. From their early research at university to partnerships with Dishoom, Techstars, and Hawksmoor, they’re showing how empathy can drive innovation.🎧 Topics:Highlights:💡 Turning lived experience into scalable hospitality tech🍽️ Working with over 100 restaurants to perfect the product📊 Why 40% of orders include allergens — and what that means for brands⚙️ Behind the scenes at Techstars and their US journey❤️ Making dining out safe, inclusive, and joyful again📈 Fun fact: 40% of restaurant orders now include allergy notes — and Served is helping teams handle that confidently.If you work in hospitality or just love eating out safely, this one’s for you.#ServedApp #CaptiveConversations #HospitalityInnovation #FoodAllergies #TechForGood

In this episode of Captive Conversations, Adam Foreman sits down with Matt Serwin, Director of Partnerships at Klaviyo, to discuss how hospitality operators can use data to truly understand their guests.💡 Highlights:• How Toast and OpenTable data power personalisation• Why first-party data is the foundation of real loyalty• What AI means for guest experience• How to shift from vanity metrics to actionable insight🎙️ “Data should make marketing smarter, not harder.”Listen on Spotify, Apple Podcasts, or wherever you get yours.#CaptiveConversations #HospitalityTech #Klaviyo #CRM #DataInsights

.In this episode of Captive Conversations, I sit down with Charlton Santana, founder of HeyGuest, to explore how messaging, automation, and AI are quietly rewriting the rules of hospitality.From working front-of-house to building a platform used by hotels and short-term rentals, Charlton shares how he turned guest frustrations into a product that serves teams and guests equally.We talk about:💬 Why messaging is becoming the new front desk🤖 How AI removes repetition — not humanity🧠 The danger of “data wallpaper” and forgotten feedback✨ Why your loyal guests should be your focus group🌍 Benchmarking innovation outside the hospitality bubbleQuote to remember:If you’re in hotels or hospitality tech and want to evolve how you communicate, this one is full of real, actionable insight.🎙️ Follow Captive Conversations for more honest talks with the people building the future of hospitality.“Guests don’t want another app — they just want an answer, fast.”

Better Conversations, Not More Apps.In this episode of Captive Conversations, Adam Forman chats with Guy Weiss about the chaos of communication — and how ZenZap is bringing calm, clarity, and connection back to workplace messaging.From noisy notifications to meaningful moments, we unpack:• The real reason internal comms fail• How AI can help teams breathe, not burn out• Why simplicity always wins in complex industries• How to build tech that listens instead of shouting💡 Quote from Guy:“Technology should feel like teamwork, not traffic.”🎧 Listen now on Spotify — and if you’ve ever felt buried in messages, this one’s for you.#CaptiveConversations #ZenZap #Messaging #TeamCulture #HospitalityTech

Richard Liverman: Brand DNA & The Power of AmbassadorsWhat do food, stories, and ambassadors all have in common? They’re at the heart of building brands that last.In this episode of Captive Conversations, I sit down with Richard Liverman to talk about:✨ Why brand DNA is more powerful than just marketing✨ The role of ambassadors in scaling businesses✨ Why curiosity is key for growth✨ His challenge to hospitality: stop saying “we’ve always done it this way”And of course – his reminder to all of us: “Don’t be boring. Be a little more amazing.”

🎙️ Episode 68 of Captive Conversations welcomes Olivia FitzGerald, Managing Director of 125 Data & Insights.Olivia shares her journey from:✅ Early days in hospitality at Quaglino’s✅ Scaling online reservations at Livebookings & Bookatable✅ Leading sales & marketing at Zonal✅ Running B2B at Majestic Wine✅ Transforming Feed It Back into 125 Data & InsightsKey themes we cover:• Why operators must be brave enough to really listen to customers• The danger of vanity metrics vs. actionable insight• How AI and advisory boards are shaping the future of guest experience• Why acquisition is expensive — and retention is where the value lies📢 Quote:“Feedback is the start. Insights are where the growth happens.”🎧 Listen on Spotify, watch on YouTube, and follow Captive Conversations for more industry stories.

In this episode of Captive Conversations, I sit down with Victoria Searl, founder of DataHawks, to unpack her career from running pubs at 18, to senior sales & marketing leadership, to building a platform designed to turn hospitality data into action.We cover:✅ Early lessons from running pubs and learning ops the hard way✅ Sales and marketing at major brands under private equity pressure✅ Why operators collect endless data but struggle to act on it✅ Building DataHawks to help operators focus on what really matters✅ How to balance people, process, and tech in hospitality💡 Standout quote: “Hospitality is easy when everything’s going well. Real hospitality is tested when something goes wrong.”If you’re in sales, ops, or tech, this one’s packed with nuggets of genius.

🎙️ Catherine Allen on Selling with Empathy & Building StereoIn this episode of Captive Conversations, Adam chats with Catherine Allen, sales leader turned founder, about building Tidr, a new tool for sales enablement in hospitality. From her early days doing cold outreach at Trail to launching her own platform, Catherine shares what she’s learned about earning trust, finding product-market fit, and growing with grit.🔥 Highlights:How rejection shaped her sales mindsetBuilding relationships over transactionsWhy most outreach fails (and how to fix it)Stereo’s vision: empowering teams from the insideWhat ops people actually want from tech💡 “You get one shot to show up as someone useful, not annoying.”If you’re in SaaS, hospitality sales, or ops, this episode is a must.#CaptiveConversations #HospitalitySales #Stereo #Startups #HospitalityTech

Welcome back to Captive Conversations. In this episode, I’m joined by Reiss and Louise from Set Menu—a platform that’s quietly becoming a must-have in the hospitality tech stack.💥 We talk:How menus get out of sync across delivery & booking platformsWhy most operators still rely on spreadsheets and manual fixesBuilding Set Menu with real operators, not just devsThe future of brand control, from third-party listings to guest experience💡 One standout quote:“Our biggest competitor isn’t another tech tool—it’s the spreadsheet.”📱 Learn more about Set Menu: https://setmenu.com/#CaptiveConversations #SetMenu #HospitalityTech #RestaurantOps #MenuManagement #DigitalMenus #HospitalityInnovation

In this episode of Captive Conversations, I sit down with Jack Edge, founder of Edgey, to explore his journey from hospitality operations into the world of branding and creative strategy.We dig into the real lessons from running venues, why operators need to think like lifestyle brands, and how storytelling is becoming the missing link in guest experience.In this episode, we cover:✅ What Jack learned from years in operations✅ Why branding and storytelling are as important as great service✅ The birth of Edgey and its mission to reshape hospitality marketing✅ How retail and lifestyle brands can inspire hospitality✅ The future of creative storytelling in a digital-first industry💡 One standout quote:If you’re an operator, marketer, or creative, this one’s packed with insights on how to build brands that stand out and connect with guests.“If you don’t tell your story, someone else will — and it might not be the version you want out there.”

Hospitality lives and dies by its operations. Few people know that better than Gary Digby, who’s built a career leading multi-site venues and now runs his own consultancy.In this episode of Captive Conversations, we talk about:✅ Why operations are the backbone of every hospitality business✅ The common pitfalls operators face – and how consultancy can help✅ Where AI and tech can genuinely add value✅ Gary’s own journey from operations to consultancyIf you’re an operator, leader, or consultant in hospitality, this episode will give you practical insights you can use today.Gary’s Answers🔥 Best Hospitality Experience:  Ivan Ramen🔥 Best Hospitality Tech: TipJar, Nory, aquaint, Lightspeed🔥 Best Restaurant:  After a huge hike in Turkey, Corner Store serving awesome Rotisserie Chicken🔥 Best Burger: Shake Shack NYC, BLT NYC🔥 Best Hotel: The Hoxton Chicago#Hospitality #CaptiveConversations #HospitalityConsultancy

🎙️ EP61 – Lee Niles: 25 Years of Hospitality Tech & the Melford Technologies Story In this episode of Captive Conversations, I sit down with Lee Niles, a hospitality tech veteran who’s been driving digital transformation for over 25 years. We cover: ✅ The evolution from old-school PDQ machines to cloud-based systems ✅ How operators can simplify their tech stacks without losing performance ✅ Why Melford Technologies is the “quiet partner” behind successful venues ✅ The future of guest experience in a tech-first world If you’re an operator, supplier, or just love hearing how technology changes industries, this is for you. 📌 Subscribe for more conversations with the people shaping hospitality’s future. #HospitalityTech #MelfordTechnologies #CaptiveConversations

🎙️ Why Pubs Still Matter — Building Community-First Hospitality at ScaleIn this episode of Captive Conversations, Adam sits down with Daniel Keen from Urban Village Pubs to talk about the enduring role of pubs, leadership through growth, and what happens when you build around people first.In this episode:🍺 What makes the local pub such a powerful space — especially post-COVID📊 Using data to support teams and guests (not micromanage)🌱 How to grow hospitality brands without losing the magic🗣️ Why team feedback is better than any mystery shopperDaniel shares hard-earned insights from a career in hospitality finance, operations, and people-first leadership — offering real, actionable wisdom for anyone building a brand with heart.#CaptiveConversations #HospitalityLeadership #UrbanVillagePubs #CommunityBusiness #PubStrategy #HospitalityGrowth

🎙️ Menus That Speak for Your Brand — with Annica Wainwright of 2ForksIn this episode of Captive Conversations, I’m joined by writer and strategist Annica Wainwright — co-founder of 2Forks — to explore the power of words in hospitality.We break down:🧠 Why most hospitality brands sound the same — and how to stand out📝 The difference between clear copy and clever copy (and why it matters)📋 How menu strategy shapes what people order — even what they drink🎯 Why tone of voice isn’t fluff — it’s your frontlineAnnica shares examples from real restaurant projects, how she uses brand research to shape storytelling, and why designing menus isn’t just about what’s on the plate — it’s about how you make people feel."You’re basically hypnotising people with your menu… and it works.”If you’re working on menus, brand strategy, tone of voice, or storytelling in the hospitality space — this one’s packed with gems.📺 Watch the episode: YouTube#HospitalityStrategy #2Forks #CaptiveConversations #MenuDesign #ToneOfVoice #RestaurantBranding #HospitalityLeadership

In this episode of Captive Conversations, Adam sits down with Fi Sellick — UK Head of Strategy at Square — to talk about what hospitality really means in a world of tech, loyalty, and data.Expect laughs, lessons, and a love letter to cheese, coffee, and customer experience.🎙 In this episode:🧀 Cheese, chaos, and the charm of a proper deli📲 How Square designs loyalty for real humans☕ Coffee, culture, and the tools baristas actually want📦 Why “invisible tech” is the secret to scale❤️‍🔥 Creating brands that feel human, even at 1,000+ venues🎧 Full episode + more at: www.captivewifi.com/podcast#CaptiveConversations #Square #RestaurantTech #HospitalityLeadership #FiSellick #WomenInTech #CustomerJourney #BrandExperience

🎙️ Solo Episode 2: The CRM GraveyardIn this solo episode, Adam Forman dives into the uncomfortable truth behind most customer databases — they're full of unused potential.You'll learn:What the “CRM graveyard” really is (and why it's so common)Why data collection isn’t enough without engagementHow to audit your customer journey in 10 minutesWhy segmentation matters more than everWhat tools and experts can help reactivate dormant data💬 With a few personal stories and shout-outs to brands doing it right (hello, Rosa’s Thai), this episode is packed with takeaways and no fluff.Your CRM isn’t dead — it’s just asleep. Let’s wake it up.Hosted by: Adam Forman | Captive WiFi

Adam's First Solo PodWelcome to Captive Conversations — the podcast where hospitality meets technology. In this first solo episode, Adam Forman (founder of Captive WiFi) talks through:His 20+ year journey in hospitality techWhy WiFi is the most under-used marketing toolReal-life automations that drive return visitsWhat 95% opt-in rates actually meanNew features like nationality detection & single sign-on💡 Featuring examples from real brands like YOLK, Honest Burgers and more — this episode is packed with practical takeaways and some honest, slightly chaotic solo energy.Like, follow and subscribe — more epic guests coming soon!

In this episode of Captive Conversations, we go behind the scenes with the founder of two standout hospitality brands — one that built a cult following for handcrafted doughnuts, and another powering seamless online ordering and loyalty for restaurants across the UK.We dig into the real story behind the rise of these brands, the philosophy behind digital experiences that don’t feel digital, and what it means to scale hospitality with care and consistency.In this episode, we cover:🍩 From startup hustle to a nationwide cult brand📦 Building digital ordering with hospitality at the core🥢 Why Singapore’s hawker centres are the original food halls📱 Loyalty, ownership, and the future of branded guest journeys🚶‍♂️ Discovery, real-world experiences, and walking the walk (literally)If you're in hospitality, tech, or just love hearing how great brands are built — this one's packed with gems.💡 One standout quote:"The best tech is the kind you don’t even notice."🎧 Learn more: www.captivewifi.com/podcast#CaptiveConversations #HospitalityStrategy #BrandExperience #RestaurantTech #CustomerJourney #Slerp #Crosstown #FounderStories #FoodInnovation #HospitalityLeadership

The local visibility game in hospitality is broken,  but it doesn’t have to be.In this episode of Captive Conversations, we discuss local listings, menus, and guest experience with one of the sharpest marketing minds in the business.Kelsey from Marqii joins the show to share:✅ Why most brands are still missing the basics when it comes to local SEO✅ How digital presence connects directly to in-store guest experience✅ What she’s learned helping hundreds of operators clean up their listings and reviews✅ The small tweaks that create massive impact across search, social, and discovery✅ Why partnerships (not platforms) are the secret to scaling with successThis one is for every operator, marketer, or founder who wants to win the battle for digital attention,  and turn it into real-world loyalty.Thanks to Kelsey for bringing the energy, know-how, and real-world wins to the mic. Loved this one.Kelsey's Answers🔥 Best Hospitality Experience:  An Enoteca in Bolongia🔥 Best Hospitality tech: Mentioning Bikki , Ovation, PopMenu🔥 Best Restaurant: Travelling Mercys, Denver🔥 Best Burger: Heidi’s House by the side of the Road🔥 Best Hotel: Any hotel with a robe LOL#HospitalityMarketing #DigitalPresence #Marqii #CaptiveConversations

In this episode of Captive Conversations, we sit down with Laura Mimoun — now Chief Marketing Officer at Fulham Shore, the group behind Franco Manca and The Real Greek — to unpack her remarkable journey from FMCG to foodpreneur to boardroom leader.Before leading the marketing strategy for some of the UK’s most loved restaurant brands, Laura launched Kaleido, a colourful and healthy salad roll brand that grew from food markets to Selfridges, Harrods, and Soho.This conversation covers:🥗 Her startup years — from food markets to luxury retail🍕 The leap from founder to CMO at scale📱 The “brand love” philosophy that drives her marketing👥 Leading teams, building culture, and scaling customer connection🌍 Where hospitality marketing is heading in a digital-first world 💡 One quote that stood out:“My north star is to build brand love — to make customers feel something.”This is one of our most practical and inspiring episodes yet. Laura brings clarity, vision, and generosity — a must-listen for founders, marketers, and operators alike.🎧 Listen now: www.captivewifi.com/podcast#CaptiveConversations #HospitalityLeadership #BrandLove #FrancoManca #TheRealGreek #FMCGtoFounder #CMOJourney #HospitalityTech #FoodMarketing #FounderStories #RestaurantBranding #Kaleido