Tech on Toast, The Hospitality Tech Podcast

Chris is joined by Ally Fraser, SVP and GM for EMEA at Fourth, a business that has been building back of house systems for hospitality for over 25 years. Ally spent 15 years on the frontline before joining Fourth, where she started out implementing purchase to pay and inventory at operators like YO! Sushi and now runs the region.The conversation lands on one uncomfortable number. Research Fourth ran with Peter Martin and the team at Peach found an average 11% margin gap between the top performing and bottom performing site inside the same brand. Same brand. Same systems. Same menu. Ally's argument is that the gap is behavioural, not technical, and that adoption data is the thing that closes it.They also get into the UK legislation squeeze, including operators seeing sick pay costs rise 40 to 50% off the back of the day one change, why forecasting took hospitality 20 years longer than it took the supermarkets, how automated scheduling actually works, and why nobody wants a machine placing their food order just yet.Chapters01:10 Intro and Ally's route from frontline to Fourth02:54 Fifteen years, six roles, one company03:34 What Fourth actually does, and why the demand forecast sits at the centre04:55 Why hospitality trailed retail on forecasting by two decades06:21 QSR forecasting at SKU level in 15 minute increments07:36 The UK legislation squeeze: day one sick pay, VAT, the Fair Work Agency09:09 Why compliance failure gets blamed on the tech supplier11:38 Where AI actually shows up in the product12:50 How automated scheduling works, step by step14:20 The bit nobody talks about: humans have to trust the schedule15:26 Sweat your tech, before you sign another contract17:15 What best in class operators do differently18:04 Adoption by sector: QSR strong, pubs and casual dining around half, hotels lowest20:24 Benchmarking every click, and what good actually looks like21:47 The 11% margin gap between top and bottom site in the same brand23:12 Vibe coded dashboards, and why operators should not become developers26:08 Suggested ordering, safety stock, and keeping a human in the loop28:08 Quickfire: competitive socialising, the reMarkable, and the one thing she'd fix overnightKey takeaways1. The gap is inside the brand, not between brands. An 11% average margin gap between best and worst site in the same estate means the playbook already exists somewhere in the business. It just isn't travelling.2. Adoption is measurable now. Fourth is capturing every click and benchmarking behaviours. If shift swaps at one site run at 20 a week and another runs at five, that variance can be correlated to site performance and flagged before it shows up in the P&L, not after.3. Legislation is the cost story of 2026. Day one sick pay has pushed some operators' sick pay costs up 40 to 50%. Ally's view is that operators should not have to become legislation experts. That is the supplier's job.4. Rollout of automation stalls on trust, not capability. Fourth could auto send the order. Operators don't want it sent. Same with the schedule that says a 10 to 3 rather than a 10 to 4. The tech is ahead of the confidence.5. Adoption maturity varies by sector. QSR is strongest because the model is repeatable. Pubs and casual dining are sitting around half of what they could be using. Hotels and complex operations are furthest back.6. The best operators resource adoption properly. Change managers, productivity managers, whatever the title. Someone owns it, gathers feedback and iterates.

Brava Hospitality just hit 103 sites, posted its record sales week, and acquired Riding House Café. Underneath it sits a loyalty and subscription engine most operators are still arguing about internally.David Broom, CIO at Brava Hospitality (Prezzo Italian, Jamie's Italian UK, Pronto Pasta), joins Chris Fletcher to open the numbers up.What we cover:• Over 500,000 app members in 14 months, growing 5,000 to 10,000 a week• 8 to 10% of weekly revenue now driven by a loyalty offer, and still climbing• Why app customers convert on a shallower discount than any other channel, and what that does to margin• The kids subscription at £1.99 a month, 7,500 subscribers, and why it drives three to four times the visit frequency• Order and pay stuck at 5% of covers, and why David is relaxed about it• Running all of this on an ageing till estate without saying no to marketing once• Gifting subscriptions, Father's Day prepaid pints, and treating hospitality like proper commerce• Ship a good first version, operationalise it, then build it bigReach out to David on LinkedIn if you want to dig into how they did it.The Stacked Podcast. Operator first, vendor agnostic, no commissions.

This week Chris sits down with Ruth Carpenter, Sales and Marketing Director at Black Rock Restaurants, the Brighton based collection behind Burnt Orange, The Salt Room, Coal Shed, Tutto and new pub concept The Crazy Goose. Ruth rejoins the show (she was number 32 in the harem, now back at 210) fresh from three and a half years at Pizza Pilgrims, where she helped grow the business from 16 to 31 sites.They get into what it actually takes to market six premium brands at once, why the Pizza Pilgrims one big campaign model does not translate, and how Ruth has gone properly old school by building a network of the 100 most loyal customers per site and getting under the skin of what they want.The tech chat is a good one. Ruth talks through inheriting the stack, why Airship does the CRM job, and how bringing in EDGEY took cost per customer from £55 down to £11 in three months, all trackable and wired into SevenRooms so there is no arguing about ROI at board level. Plus why she picked Glu for gifting and loyalty, and the recurring theme of the episode: you are buying into people, not just tech.Elsewhere they cover the £2 million Salt Room refurb (driven by data showing the audience had aged with the brand), making premium dining accessible without a race to the bottom on price, merging sales and marketing into one team, and a proper honest take on AI. ChatGPT as the hardest working colleague on the team, but everything gets a human lens on top, and stay curious.Closes on the best sign off this podcast has ever had. Chill out, follow the plan, stay true to who you are.TopicsMarketing six premium brands with a small teamThe 100 loyal customers strategy and guest segmentationPaid social done right and proving ROI (£55 to £11)The tech stack: Airship, EDGEY, GlewMerging sales and marketingThe Salt Room £2m refurb and repositioning for a younger audienceAccessibility versus priceUsing AI without losing the human lensGuestRuth Carpenter, Sales and Marketing Director, Black Rock Restaurants. Say hi on LinkedIn (Ruth Carpenter) and check out Black Rock Restaurants.

Your team doesn't think about ops, people and culture as separate problems. They just want to know when they're working and where to find stuff. So why do most hospitality businesses still run their workforce across six or seven different apps?This week Chris sits down with Gregers Knudsen, founder of Monotree, the employee "front door" app that pulls comms, learning and operations into one place for multi-site hospitality. Gregers came up through Planday and built Monotree off the back of watching businesses with 1,000+ employees run their entire company on Facebook groups and WhatsApp.They get into why that's a problem, how you actually move a workforce off WhatsApp, and what changes when your engagement data finally lives in one place. Plus the open API, customers building reports straight into Claude, and a smart idea on capturing what people know before they walk out the door for good.Honest, operator-first chat about the bit of the stack everyone has and almost nobody has properly fixed.A few lines that stuck:"Good tech is just when you don't really think about it.""We want to be the heavy use guys.""If your providers don't have an open API, switch them now. Your data is your precious thing."Find Gregers and Monotree at monree.com, on LinkedIn, or just at dinner. He eats out a lot.This episode is supported by Lightspeed. EPOS and payments built to keep service flowing when the patio's packed and the game's on every screen.

Chris sits down with Shamik Mojaria, who marks his first year at Crunchtime, to dig into what it really takes to run consistent, efficient operations across a hospitality estate. They get into why years of grabbing the best available tech has left many operators with fragmented, disconnected systems that create more problems than they solve, and why the conversation is shifting firmly toward unified back office solutions.With the World Cup as a backdrop, they talk through what unpredictable demand actually looks like on the ground, why that 15 minute halftime window can make or break a venue, and how good forecasting changes everything. They also get into what practical AI means in a hospitality context, why ROI is still the hardest question in the room, and how brands like Cafe Nero have used Crunchtime for nearly a decade to digitise and scale their operations.If you're running multiple sites and still logging into six different systems to get a picture of your business, this one's for you.

Lorraine Copes, Founder of Be Inclusive HospitalityChris sits down with Lorraine Copes, founder of Be Inclusive Hospitality, for a proper chat about the people side of the industry. From bringing Shake Shack to the UK to procurement boards at Gordon Ramsay Group and Corbin & King, Lorraine has built a 24-year career, then walked away from the "proper job" to build something with purpose. Six years on, BIH has trained 2,000+ leaders. We get into the data on who makes it up the chain, why confidence beats everything, and the gap between what boards say about people and what they actually do.From logistics to leadership. The "safe" degree, falling into hospitality supply chain, and pushing into procurement for the wins and the impact.The Shake Shack effect. Danny Meyer, "Setting the Table" as her ops bible, and the lesson that stuck: take care of your people and they take care of your guests.Why she pivoted. Not away from procurement, but towards purpose. She never once said "I want to be an entrepreneur." She wrote the plan in her garden, took redundancy, and went for it.Be Inclusive Hospitality, six years in. Launched June 2020 into a sector finally ready to listen. Two halves: training leaders on inclusion and belonging, and an upward social mobility arm running mentorship, scholarships and education.The Better Hospitality Campaign. An industry-wide survey looking at the consequences of what's happening, plus a leadership committee building a set of standards. Report drops end of September.The numbers. Entry level is the most diverse part of the industry, the boardroom rarely reflects it. Hospitality has the ingredients to be the best, if it builds real career pathways.Confidence, courage, clarity. The three things that show up when Lorraine coaches leaders, with confidence at the top. Why she refuses to call it "imposter syndrome."The board-level gap. It always comes back to people. Investing in them costs little and lifts every KPI you sweat over.Restaurant: Akoko on Berners StreetTech that earned its place: Fixr (the expense tool Chris put her onto)Best advice: Find your tribebihospitality.co.uklorrainecopes.co.ukLinkedIn, Instagram, TikTok: Lorraine Copes and Be InclusiveThis episode is powered by Lightspeed. The EPOS and payments platform built to keep service flowing when summer gets busy. Don't just keep up with the rush, own it with Lightspeed.What we coverQuickfireFind Lorraine

Loyalty used to mean a stamp card and a prayer. Not anymore. This week Chris sits down with Rubén Recio Nogales, VP of Business Development at Como (now Como Sense), to unpack what modern customer engagement really looks like, and why most operators are sitting on a goldmine of data they're not using.Como describes itself as a data company that specialises in customer engagement. It sits between your operational side and your CRM, pulls in every transaction (identified or not) and surfaces the insights that actually move the needle. Think 3,000 lapsed members targeted in two clicks, or spotting the customers one stamp away from a reward who'll react to almost anything you send them.Rubén and Chris get into penetration rates (why 15 to 30 percent is normal and how one client hit 80), why loyalty members consistently outspend everyone else, and the frontline staff who quietly make or break the whole thing. They also look ahead at WhatsApp marketing, automated segmentation, AI driven reporting, and the holy grail Live Nation are chasing: card tokenisation that identifies the guest with zero friction at the till.Honest, practical and refreshingly free of hype. If you're an operator with data you don't know what to do with, this one's for you.Key talking points:Why "loyalty" got a bad name, and what's changedPenetration rate explained, and why 80 percent is wildThe two click campaign and reading customer behaviourWhatsApp marketing: massive in the Middle East, heading to the UKCard tokenisation and frictionless loyalty (the Live Nation play)Where AI fits: segmentation, reporting and machine learningWhy your GM matters more than your softwareWhen to change systems, and when to leave a good thing aloneGuest: Rubén Recio Nogales, VP of Business Development, ComoFind Rubén: LinkedIn (Rubén Recio Nogales). Como are also on the Stacked marketplace.Chapters:00:00 Intro and Lightspeed01:05 Meet Rubén, single parenting and 19 year old cucumber dramas02:18 Spain to the UK, an ice cream stall in Westfield03:01 What Como actually does04:25 Acquired by Global Payments, what the name means05:09 The state of hospitality tech08:06 Why the old loyalty schemes failed09:24 The value exchange and the Starbucks lesson11:00 Penetration rate and business insights in two clicks12:29 The Nando's chilli effect15:31 AI and machine learning in the product16:11 Como across 50+ countries17:26 WhatsApp marketing and cultural differences21:02 Loyalty members spend more, and why23:07 Penetration rate explained, and the 80 percent client24:52 The frontline staff who make loyalty work27:20 Should you switch systems? An honest answer30:47 Live Nation, tokenisation and the frictionless holy grail32:47 How to get hold of Rubén33:41 Chris leaves his daughter at the vets

Visha Kudhail has spent nearly two decades in marketing across Channel 4, Thinkbox, Google, Pinterest and Square, where she and Chris first crossed paths on the hospitality side of the business. Now she has written a book on authentic marketing, and this episode digs into what authenticity actually means once you strip away the buzzword.We get into the difference between being truthful and being authentic, why trust is the connecting thread through everything, and how operators can stand out in a climate of rising misinformation, AI fatigue and a cost of living squeeze. Visha makes the case that brand is not just the marketing team's job, that you have to earn the right to be in the room with a customer, and that AI should be your sparring partner, not your content machine. Plenty here for marketers, founders and tech vendors alike.What we cover02:01 Visha's career path from TV and Thinkbox to Google, Pinterest and Square06:20 The book reveal and why she wrote it08:11 Why authenticity matters now: misinformation, political noise, cost of living and only 38% of people eating out10:17 What authentic really means: your words matching your beliefs as an operating principle11:38 Truthful vs authentic, and why even honest brands can feel fake13:32 Keeping authenticity intact as you scale a business14:03 The rise of content creators like Topjaw and why operators lean on them16:37 AI as a sparring partner, and why critical thinking cannot be outsourced18:47 The three tests of a great insight: brand truth, relatability, actionability19:50 Why none of it works if your data is not clean20:51 Building trust, with real examples from Google and Pinterest23:48 Why brand belongs to the whole business, not just the marketing room27:58 Earning the right to be in the room with the customer29:34 The Bread Ahead story and the power of one great piece of customer-led content31:26 Will AI make fake authenticity easier? The Coca-Cola Christmas ad cautionary tale32:47 AI rejection, dumb phones and the cultural shift back to analog and craft34:29 What Visha would build first if starting a brand from zero35:16 Profitable authenticity, with Patagonia, Nike, e.l.f. and Pieminister37:30 Book launch plans and what she hopes it changes40:30 Where to find VishaA few takeawaysTruth is being factually accurate. Authenticity is the feeling you create. Brands can be honest and still come across as fake.A strong insight passes three tests: is it baked into your brand truth, does it relate to your product, and can it actually shift behaviour.Use AI for productivity and efficiency, not as a cost cutting exercise that strips out the people doing great work.You always have to earn the right to be in the room with a customer, no matter how big you are.Authentic brands that stay true to their values can still drive profit. Patagonia, Nike and e.l.f. are the proof.About the bookVisha's book on authentic marketing is out 3 June in the UK and the US. It is built as a reusable, practical guide drawn from real strategies and frameworks she has applied day to day, with several chapters on data and a deep dive on how to think about AI.LinksPre-order and find the book via Visha's websiteConnect with Visha on LinkedIn

In this episode, we're joined by Tim from Caffè Nero, Andy from SSP, and John from CrunchTime for a no-nonsense conversation about AI in hospitality. What's actually delivering ROI, what's failed, and what the future looks like for operators on the ground. Less LinkedIn hype, more real talk.What's Actually WorkingAI forecasting is the clearest ROI win — CrunchTime saw adoption jump from ~1% to 50% of locations in 12 monthsCaffè Nero is piloting AI-driven stock availability and assisted orderingSSP is using AI for labor forecasting, trading hour optimization, and upsell recommendationsThe Data ProblemBad data kills AI results — CrunchTime's own support AI was 3% accurate until they cleaned up their data sourcesThe sweet spot for forecasting data: 400 days (more doesn't meaningfully improve accuracy)82% of UK operators use tech forecasting, but average accuracy is only 62%Change Management is the Hard PartJohn: The #1 reason implementations fail isn't the tech — it's change management in operationsAndy: SSP is shifting from technology-led to business transformation-led changeKeep humans in the loop — let GMs enrich AI forecasts, not just override themWhat's ComingVoice-based AI for managers: ask your phone for stats or tomorrow's forecast, no back-office report neededManagers move from the back office to the floor — John's timeline: 5–7 years for widespread adoptionOne Piece of Advice EachJohn: Pick a small pilot with engaged managers and start thereAndy: Understand the business problem first — don't implement tech for tech's sakeTim: Find an internal AI subject matter expert; you don't need a Head of AI

Rod returns to the podcast after two years to discuss what has genuinely changed in workforce management, and what is simply being repackaged.A familiar pattern is playing out across the industry: leadership sees AI-branded software, decides it looks promising, and tasks an operations manager with finding it. One layer deeper, the desired outcome is rarely defined. The brief drives the purchase, rather than the problem.In this episode:The Workforce.com origin story, from a university bar with questionable timesheet accountability and 30,000 pound punch-card scanners to a cloud-based product built around that problemWhy multi-region European payroll is so difficult, and how being built in Australia, home to some of the most complex earnings rules in the world, became a genuine competitive advantageThe decline of the detailed RFP, and why discovery conversations uncover the real requirement that documents cannotThe cost of poor alignment: mis-bought and mis-sold software, and how the sale gets celebrated while the operator's problem remains unsolvedA measured view on AI: bullish on accessibility, sceptical of "world first" claims for capability that has existed for yearsThe open question for the category: customisation in the operator's hands, or hardcoded into the systemA practical, operator-first conversation for anyone evaluating workforce technology or trying to translate a vague AI mandate into a real outcome.

Energy is the line on the P&L that nobody owns and everybody pays for. In this episode, Chris sits down with Diego Vega, Founder and CEO of Rye Energy, and is later joined by Rory, Head of Operations and ex-chef, to crack open a category most operators have been forced to ignore.Why this conversation mattersHospitality consumes three to four times more electricity per square foot than the average business. A coffee shop, per square foot, burns more energy than a petrol station. And yet, energy procurement remains one of the most opaque, broker-led, deliberately complex purchases an operator makes. Diego compares it to where payments sat five years ago, before Dojo and the new wave of providers pulled back the curtain. Rye is doing the same for multi-utilities.What Rye actually doesRye is a platform that unifies data and contract terms across electricity, gas, water (and soon waste) for multi-site operators. Three core jobs: procurement, real-time monitoring via meter data, and bill validation. It benchmarks your sites against each other (Manchester vs Leeds vs London) and against sector peers, so you finally know what good looks like.The 40% problemOnly 40% of your energy bill is the actual commodity. The rest is non-commodity transmission costs, levies and fees financing the renewable transition. Lock in the best unit rate you like; the hidden cost stack is where margins quietly disappear. The cheapest kilowatt hour is the one you don't use, and reducing usage compounds savings because it pulls down the non-commodity charges too.The surprise finding from 100+ live sitesDiego went in expecting efficiency to be the headline win. It wasn't. The bigger unlock has been growth. Operators trying to open 5, 10, 17 sites a year keep getting stuck on single-phase to three-phase upgrades, undersized meters, and MEP plans that don't match the kitchen they're trying to run. Nobody on the team owns this, and a £50k landlord capex contribution rarely covers it. Rye is quietly removing that drag on growth pipelines.Rory on what operators get wrongAfter eight years in energy and a previous life in kitchens, Rory has seen the patterns. The biggest culprits:HVAC and extraction systems left running on poorly configured timers, sucking money overnight. Defrost cycles spiking load profiles at 3am for no operational reason. Sites moving in and forgetting to sort utilities until the supplier starts chasing debt.The fix is process, not heroics. Rye builds an average load profile per site (half-hourly), overlays what good looks like, and quantifies the gap in pounds. Same shape, different scale. The well-run site becomes the playbook for the rest of the estate.The macro picture nobody's planning forThree major shocks in six years: Covid (demand-side), Ukraine, and now Iran (supply-side). Jet fuel reserves reportedly down to three weeks of supply heading into summer. Energy crises become food crises through fertiliser and transport costs. Wheat, rice and coffee feel it next. Diego's point: in the next 18 months, regulatory changes around half-hourly data access could cut costs by 40-50% for operators who know how to act on it. Most won't, because nobody on the team is watching.When to actIf you're 6-12 months out from contract end, that's the window. Rye tracks the wholesale market up to a year ahead of your renewal and moves when the dip is right, rather than letting brokers run the clock down on you.The commercial bitRye only charges once it starts saving you money. Book a call, get a demo, see where the gaps are before committing anything.Find RyeWebsite: https://rye.energy

Chris sits down with serial entrepreneur Roger Wade, the man behind one of the UK’s original streetwear brands and the creator of the world’s first pop-up mall.From getting fired three times before the age of 22 to building Box Fresh, launching Box Park, and now reshaping hospitality real estate with Box Kitchen, Roger shares the lessons, mistakes, and mindset that have shaped his journey.This is a conversation about brand, resilience, physical retail, and why most businesses are solving the wrong problems.Why getting fired early might be the best thing that ever happens to youThe real reason Box Fresh worked — and why Roger sold too cheapHow a simple idea turned into Box Park, the world’s first pop-up mallWhy food became the hero and retail fell awayThe three reasons people go into business — and which one actually mattersWhy physical retail still beats online (and it’s not even close)How Box Kitchen is changing the economics of hospitality developmentThe truth about raising money and why it’s often overratedHow AI is levelling the playing field for creative entrepreneursEarly Life & MindsetFired from three jobs before 22Realisation: “If I don’t employ myself, no one else will”A near-death experience at 16 that shaped his outlookBuilding Box FreshStarted in Greenwich and Camden marketsOne of the UK’s original streetwear brandsLearned the hard way: brand is everythingCreating Box ParkBuilt from shipping containers with no blueprintFood operators became the unexpected winnersCommunity-first approach in Shoreditch and CroydonScaled to millions of loyal customers via the Black CardThe Business Frameworks3 reasons to be in business: Ego, Money, Legacy3 pillars of a brand: Product, Traffic, DeliveryRetail Reality CheckOnline conversion: 1–2%Physical retail: closer to 10%Why the high street still matters more than people thinkBox Kitchen & What’s NextModular kitchens, bars, and hospitality infrastructureBuilt for developers and operatorsFar stronger returns than traditional real estateLessons from FailureThe eBay keynote disasterWhy raising money isn’t success“Profit is sanity, turnover is vanity”“You make money by seeing something that’s growing and growing with it.”“Raising loads of money means nothing. You’ve got debt.”“If you’re not special to your customer, you won’t exist.”“Profit is sanity, turnover is vanity.”“I learned my best lessons from my biggest mistakes.”This episode is powered by Lightspeed Commerce — the POS and payments platform built for modern hospitality.From tableside ordering to fully integrated front and back of house, Lightspeed helps operators deliver faster, smarter service when it matters most.If you want, I can tighten this into a more punchy, SEO-led version or a YouTube cut as well.

Host: 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.

Stacked 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 LinkedInhttps://www.wearestacked.io/ – Hospitality technology, straight talking.

Chris 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.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

A 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

In 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.

🎙️ 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

What'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 00:00 - 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:

Great hospitality tech should work quietly in the background. When it doesn’t, operators feel it immediately.In this episode of the 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.

Payments should never slow service down, but too often they do.In this episode of the https://www.wearestacked.io/ 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.

In 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

Reliable 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 https://www.wearestacked.io/ February eventReach out to SKY at https://business.sky.com/s/medium-business

Workforce 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

This week’s episode opens with something special: Always Open at Christmas, Stacked 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 Stacked 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.

This 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 Stacked – and remember:we are always open at Christmas. 💛

👋 What’s this episode about?Chris is joined by:Sasha (Product Marketing, Dojo)Chris (Côte Restaurant Group)Jack (Founder, Pizza Rover)to talk about what seamless tech really means when you are in the middle of a busy service – not on a slide deck.They cover how to cut friction for guests, keep systems reliable, use data and AI smartly, and still keep hospitality human.Friction and the “V” of guest anxietyGuests are most anxious when they arrive and when they want to pay 😬Waiting to sit, waiting to order, waiting to pay – still the big three problems.Côte’s “V” model shows where tech can smooth those pinch points without forcing one way to pay.Integrations vs “too many apps”Jack on the pain of stacking loads of niche tools that do not talk to each other.When tech sits between you and the guest, direct feedback can drop – so you need data to fill the gap 📊.Reliability > shiny featuresSasha explains Dojo’s “always on” mindset, multiple fail-safes and 4G backup.Downtime in payments, bookings or reservations during peak trading can cost a fortune – and trust.Data, loyalty and personalisationMass blast offers make guests feel spammed or even “ripped off”.The panel talk about moving towards thousands of micro customer types and more personal contact 💌.Where AI actually helps (today)Côte’s AI phone assistant “Joe” answers every call and recovers lost bookings 📞.Biggest gains for now: phones, CRM, training, compliance and back-office efficiency – not robots replacing people on the floor.Future wishes & Christmas pressuresJack wants AI and computer vision to take complexity out of the back office and compliance, not the warmth out of service.Chris dreams of tech that simply understands how each guest likes to dine.Sasha sees AI agents taking admin off managers so they can focus on people and culture 🎄.If you are an operator wrestling with clunky systems, choosing between “all-in-one” and “best in class”, or wondering where AI genuinely fits in your world, this live episode will give you real stories, not theory.Hit play, follow the show, and share it with a fellow operator who is currently at war with their tech stack 🔁💚🔑 Big themes👉 Why listen?

This week on the Stacked podcast I’m joined by Brett Robbins, CEO of Snapfix – the 📸 photo-first “brain at the centre of your building” that helps teams stay on top of maintenance, safety and day-to-day ops in one simple app.We chat about why simple software is secretly the hardest thing to build, how Snapfix grew from a seaside town in Ireland 🌊 to Dublin’s Docklands and beyond, and why taking a picture + scanning a QR code can 10x safety reporting on the floor.We also dive into AI, sustainability and the real world of broken kit – from £30k of dead plants 🪴 to cameras spotting spills before a guest slips, and bots quietly reading your invoices to tell you when it is finally time to replace that AC unit ❄️.🎧 In this episode you’ll hear:📲 What Snapfix actually does and why Brett calls it “the operational brain” in your building🧠 The “modern art” analogy – 10,000 hours of work behind a product that feels ridiculously simple🏨 Real stories from hotels, factories, care homes and more (including the £30k plant disaster…)🤖 Where AI really helps maintenance and facilities teams today (no robot butlers… yet)🌍 Why sustainability needs more than a sticker on the bathroom door – and how ops tech can help🇮🇪 Snapfix’s journey from rural Ireland to Dublin’s tech hub and into the UK & US💡 Episode sponsorThis episode is brought to you by Lightspeed – the POS and payments platform helping restaurants smash the festive rush 🎄, speed up tableside service and keep FOH and BOH perfectly in sync.🔗 Links🔧 Check out Snapfix: snapfix.com👋 Connect with Brett on LinkedIn – search “Brett Robbins Snapfix”From Stacked – helping hospitality operators make smarter tech decisions (and have a bit of fun along the way). 🎙️✨

In this episode, we explore how KATE Media’s dedicated on-table ordering and payment device is changing the way restaurants serve, sell, and scale. Host Chris Fletcher chats with Manuel Costin, Country Manager at KATE Media, about why a physical, brandable device outperforms QR codes — boosting guest control, staff efficiency, and average spend.💡 What you’ll learn📱 Why a physical device creates a smoother, faster ordering experience than QR codes👩‍🍳 How staff use lights and smart watches to stay in sync during service peaks💰 The measurable uplift in average order value and guest satisfaction🔗 How KATE integrates seamlessly with POS, payments, loyalty, and reporting🧁 Why brands like Heavenly Desserts and Elan Café are embracing the tech🔗 Find KATE Media: katemedia.com | Connect with Manuel on LinkedIn✨ Powered by Lightspeed — helping restaurants deliver seamless service and unforgettable guest experiences.

This series, Business in Better Shape, was born from new research by Stacked and Square, The Long-Term Case for Smarter Tech Investment.We spoke to more than 150 hospitality leaders across the UK, uncovering an industry stuck between ambition and hesitation. Most hospitality teams buy tech only when something’s on fire - Square’s research shows just 6% plan purchases, while 94% react. That insight inspired this series, real conversations with operators who are finding ways to move forward, to simplify, to modernise without losing what makes hospitality human.

This week, Chris is joined (again!) by Christian Mouysset, Co-founder of Tenzo, the “glue” that brings sales, labour, inventory, reviews and reservations into one real-time view. We talk actionable KPIs over vanity metrics, why speed of feedback beats perfect dashboards, and how “performance ops” helps GMs move the needle on today’s shift, not next quarter’s report.HighlightsFrom data overload to action: pick 3–5 KPIs and shine a light—things improve.Real-time or it’s too late: feedback after lunch beats a board pack next week.Shift-level impact: targets part-timers can act on within a three-hour window.AI done right: ML for forecasting, LLMs for summaries, automation for delivery—different tools, different jobs.Integrations that work: human relationships + solid APIs matter.Best-of-breed vs all-in-one: choose your four dimensions (geo, sub-vertical, toolset, segment) and make trade-offs on purpose.Hotels turning F&B inside-out: untapped revenue if ops and insight align.Key takeaways:Start with one KPI (e.g., spend per labour hour) and prove a win before adding more.Put mobile, real-time insight in the GM’s hand; avoid 15 logins and 28-page PDFs.Separate ML, LLMs and automation; don’t lump everything under “AI”.Build integrations at the right granularity (hour, site, revenue centre).Timestamps01:45 – Tenzo in one line: the “glue” for restaurant data04:50 – Data drowning vs focusing on what matters06:40 – “Shine a light and it gets better” (Hard Rock lesson)08:50 – Real-time targets teams can act on today12:30 – Why mobile matters for GMs (and part-timers)14:50 – AI: forecasting, summaries and automation—what’s what18:30 – Trust, accuracy and adoption20:45 – Integrations: people, APIs and the right granularity24:30 – Best-of-breed vs all-in-one (choose your sacrifices)26:55 – Industry pulse: cautious optimism and real ROI28:40 – Hotels & F&B: new momentum29:55 – How to reach ChristianGuestChristian Mouysset – Co-founder, TenzoWeb: gotenzo.comEmail: [email protected] — POS and payments built for busy service. Close the year strong.ConnectHost: Chris FletcherSubscribe, rate and share if this helped your operation.Got a stack worth talking about? Share your tech stack and help build a better-connected industry.

This series, Business in Better Shape, was born from new research by Stacked and Square, The Long-Term Case for Smarter Tech Investment.We spoke to more than 150 hospitality leaders across the UK, uncovering an industry stuck between ambition and hesitation. Most hospitality teams buy tech only when something’s on fire - Square’s research shows just 6% plan purchases, while 94% react. That insight inspired this series, real conversations with operators who are finding ways to move forward, to simplify, to modernise without losing what makes hospitality human.In our third epsisode Jonny Bramwell, Regional Ops at Rosa’s Thai shares the operator’s view from the floor, pick tools that give time back, fit the brand, and lift service - not add noise.Episode HighlightsBrand-first fit: tech must support the Rosa’s experience (fast, fresh, friendly) without forcing guests down paths they don’t want.FSR: in full-service, tech should facilitate the theatre and human touch, not replace it.Test & learn (hard): run real trial sites, stress-test with frontline teams, and involve the partner directly in fixes.Time back for teams: main buying lens - does it reduce workload, protect work-life balance, and free GMs to plan (not just cover shifts)?Operator dashboard: mornings start with covers, like-for-like, delivery, and guest sentiment to decide where to lean in.Adoption signals: happier teams, lower turnover, stronger reviews, rising spend/head = tech is actually used and valued.Buying criteria: brand fit, guest experience, time back, scalable rollout (roadmaps alone are not enough).Work with reality: mistakes happen - what matters is a partner who stays to tweak and land it properly.Message to vendors: do the homework, tailor the pitch, and focus on the two outcomes that matter: enhance guest experience + coach/develop teams.This series is powered by Square - helping hospitality operators put their business in better shape through connected commerce, payments, and restaurant technology.https://squareup.com/gb/en

💡 Connectivity in hospitality is no longer optional — it’s as important as gas, water and electricity.Host Chris Fletcher chats with Andy Maynard (Head of IT services and Solutions Caffè Nero) and Joe Strudwick (Head of National Accounts, Sky Business) about why reliable networks now power everything from card payments to coffee machines — and how smart operators are treating connectivity like a true utility, not an afterthought.☕ How do you keep 600+ stores online?💸 What’s the hidden cost of downtime?🔐 And how do you build resilience that protects your brand, your teams and your guests?Powered by: Sky Business⏱️ Chapters00:00 – Why connectivity is as vital as gas, water & electricity ⚡01:24 – Meet Andy & Joe02:09 – Inside Caffè Nero’s global network05:08 – Every SaaS tool depends on uptime08:01 – When Wi-Fi drops, operations stop10:02 – Fibre, EPOS, IoT & SD-WAN explained12:58 – Creating one “gold-standard” store setup16:59 – Downtime = money on the floor 💷17:42 – Staff experience and tech frustration24:03 – Treating connectivity like a utility30:04 – 4G failover & real-time monitoring35:03 – The future: security, resilience & smarter sites43:56 – Wrap-up & next steps✨ Key Takeaways​⚙️ Connectivity is as essential as your utilities​🚀 Uptime = revenue, morale & guest loyalty​📶 Standardise, monitor & build in resilience​🕓 Match support to trading hours — not office hours​🔐 Cyber security is now a board-level topic🎙️ Guests​Andy Maynard – Head of IT services and solutions ​Joe Strudwick – Head of National Accounts, Sky Business👋 Host: Chris Fletcher🎛️ Production: Stacked🤝 Series Partner: Sky Business

AI isn’t here to replace ops, it’s here to amplify it. Laure Joyeux (Expansion & Partnerships, Inpulse) and Italo Vendramini (Head of Operations, La Maritxu) share how AI-driven forecasting powers inventory and purchasing, cutting order-building time, lifting availability, and reducing waste. We cover trust on the shop floor, onboarding and support, supplier integrations (incl. EDI/email), and what changes as you scale from one site to many.Presented by Lightspeed Restaurant.GuestsLaure Joyeux — InpulseItalo Vendramini — La Maritxu (Basque cheesecake bakery, London)Key takeaways• ~90%+ production accuracy trending to ~95% as models learn• Pre-filled orders save ~50% time; managers keep final say• Better availability, less spoilage, clearer supplier comms• Two years’ sales history = day-one accuracy; new sites settle in ~2–3 monthsChapters00:00 Intro & sponsor02:00 Meet Laure & Italo06:30 What Inpulse does12:00 Trusting AI on site18:30 Purchasing & suppliers25:00 Onboarding & support31:00 Scaling to multi-site36:00 Final takeaways

This week, Chris sits down with Frederick Szydlowski, Co-founder of Embargo, to unpack how an all-in-one, best-in-class approach to loyalty, ordering and CRM can actually move the P&L—without burying teams in complexity.Freddy’s story runs from professional basketball in Poland to JOE & THE JUICE on King’s Road, to building one of the UK’s highest-rated food & drink apps (4.9★). We dig into why hospitality still loves loyalty but hates complexity, why first-party data beats data scrapbooks, and how Embargo’s product philosophy (own the journey end-to-end) drives adoption, repeat visits and higher direct sales, operators are reporting ~60% higher delivery volume via their own channels versus marketplaces.We also cover Embargo’s expanding toolkit (web & table ordering, kiosks, payments), rapid onboarding (often live in 5–10 minutes per channel), and how their new AI models turn weather, behaviour and lookalike patterns into recommended campaigns you can run in minutes, not months.Brought to you by Lightspeed. This festive season, let your tech do the heavy lifting. Close the year strong with Lightspeed Restaurant.

In this episode of the Stacked Podcast, host Chris Fletcher sits down with David Dillon, Founder and CEO of UROCKED, the digital tipping platform making gratuities transparent, compliant, and fair for everyone in hospitality.Born from a real operator problem, watching his mum spend hours calculating tips by hand, David built UROCKED to make life easier for hospitality teams and ensure every pound of gratuity reaches the people who earned it.A year on from the UK Tipping Act, Chris and David unpack what’s changed (and what hasn’t), how technology is helping to close the trust gap, and why transparency is now essential to both compliance and culture.They cover:💡 The origins of UROCKED and how it simplifies tipping for operators and staff⚖️ One year on from the Tipping Act – has it worked?📱 Why digital tipping boosts transparency, retention, and guest trust💷 What customers still misunderstand about service charges📊 UROCKED’s latest research, 65% of staff rely on tips as part of their income🤝 How tech can balance fairness, compliance, and business sustainabilityFrom “tipping land” to the future of cashless gratitude, this is a refreshingly honest look at how digital innovation can make hospitality fairer, and how small changes can make a big difference to people’s lives.🎧 Listen now and find out why UROCKED is redefining what it means to earn your tips.🔗 Learn more at urocked.comPowered by Lightspeed

This series, Business in Better Shape, was born from new research by Stacked and Square, The Long-Term Case for Smarter Tech Investment.We spoke to more than 150 hospitality leaders across the UK, uncovering an industry stuck between ambition and hesitation.The data showed that while most operators see technology as essential to their future, only 18% would currently recommend their existing systems, and a striking 94% only adopt new tech when absolutely necessary. Fear of disruption, complex integrations, and a lack of vendor support are holding progress back.That insight inspired this series, real conversations with operators who are finding ways to move forward, to simplify, to modernise without losing what makes hospitality human.In this first episode, host Chris Fletcher talks with Maria McCann, Operations Director at Blacklock, about fear of change, leading people through transformation, and how curiosity and courage can help hospitality get into better shape.Maria’s career spans Hard Rock Café, Shake Shack, Living Ventures, and now Blacklock, where she’s helping scale one of London’s most characterful restaurant brands without losing its soul.This conversation dives into the industry’s long-standing fear of change, how to lead teams through disruption, and why curiosity and calculated risk-taking are essential for hospitality’s future.Episode Highlights🥩 Blacklock’s identity: A modern British chop house, famous for roasts, chops, and sharing culture.🎓 Career path: From studying dietetics to falling in love with hospitality via Hard Rock, then on to Shake Shack and now Blacklock.😨 Why we fear change: Hospitality people are problem solvers who learn from crises, so change is often associated with past mistakes.💬 Communication platforms: When Meta shut down Workplace, Blacklock had to pivot fast without losing team connection.🤖 Tech adoption: The secret is listening to staff frustrations first, then finding solutions to those exact pain points.📊 Sentiment analysis: A “quiet revolution” for guest feedback, giving operators clarity without the overwhelm.🚴 Personal challenge: Maria is training for a 400km cycle in Cuba with the hospitality community, despite being scared of bikes!This series is powered by Square, helping hospitality operators put their business in better shape through connected commerce, payments, and restaurant technology.

In this episode of the Stacked Podcast, Chris Fletcher sits down with Joel Robinson, founder of Openr – a data orchestration platform transforming how enterprise hospitality brands manage their tech stacks.Joel shares his journey from Sainsbury’s digital transformation team to leading digital strategy at Azzurri Group, before building Openr to solve one of hospitality’s biggest headaches: fragmented data and disconnected systems.💡 What you’ll learn in this episode:Why mid-market operators (20–30+ sites) need dedicated digital leadership earlier than ever.How Openr creates a single source of truth for product, pricing, and menu data across POS, delivery, websites, kiosks, and more.The three big wins for operators: efficiency, agility, and accuracy.How Stonegate Group went from updating prices just 3–4 times a year to hundreds of changes with confidence.Why Joel prefers “agile pricing” over “dynamic pricing” in hospitality.How AI is helping automate event menus and unlock new revenue streams.The future vision for Openr: optimising profitability across sales, volume, and margin.🎶 Bonus: Joel reveals his surprising past as a classical singer, with appearances at Carols from King’s and even on stage with Dizzee Rascal!Chapters:00:00 – Intro & Lightspeed sponsor02:00 – Meet Joel Robinson, Founder of Openr06:30 – Lessons from Sainsbury’s digital transformation13:40 – Moving into hospitality tech at Azzurri Group19:25 – Why mid-market brands need digital leaders sooner24:50 – The birth of Openr: solving fragmented data32:15 – Efficiency, agility & accuracy – Openr’s three key outcomes39:10 – Stonegate case study: price changes at scale47:30 – Agile pricing vs. dynamic pricing53:50 – Integrations & sweating your tech stack1:02:00 – Practical AI use cases in menu management1:11:20 – ROI stories & customer success1:18:40 – Openr’s future vision1:23:00 – Joel’s unexpected singing career 🎤1:28:00 – Where to find Joel & OpenrLinks & Resources:🌐 Openr: https://www.weareopener.com🔗 Connect with Joel Robinson on LinkedIn: Joel Robinson

In this episode of the Stacked Podcast, Chris Fletcher sits down with Sean Trevaskis, co-founder of Growdash, to explore how restaurants can turn delivery data into powerful marketing strategies.Sean shares his journey from working at Talabat and Deliveroo to launching Growdash, a restaurant growth platform that integrates with aggregators like Deliveroo, Uber Eats, and Just Eat. Together, they discuss:Why restaurants often struggle with overwhelming delivery dataHow Growdash helps operators measure incrementality vs. cannibalisationThe role of AI agent Aisha in becoming “the analyst in your pocket”Key marketing metrics every operator should trackDifferences between the Middle East and UK restaurant marketsThe future of AI in restaurant marketingIf you’re a marketer or operator navigating the complexities of delivery platforms, this episode is packed with insights to help you optimise campaigns, grow sales, and take control of your data.👉 Learn more about Growdash at mygrowdash.com

Chris chats with James Fahy, co-founder of JustTip, about building a tipping and tronc platform straight out of school, the UK’s evolving tipping legislation, and why faster, more transparent payouts matter for teams. James shares what he’s learnt as a first-time founder, how operators can save £5–6k per year through compliant tronc schemes with no NIC for businesses or staff (as discussed), and why partnerships now beat cold calls. We also touch on weekly “JustTip Tuesdays”, EU expansion, and practical AI use across support and outbound sales.Thanks to our friends at Lightspeed — the point-of-sale and payments platform helping restaurants run smoother during peak season.James Fahy — Co-founder, JustTipWeb: justtip.net / justtip.co.ukOrigin story: a coffee-shop moment that sparked JustTip at age 19What JustTip does (the “CAT” pitch): Compliance, Automation of payouts, and Tax savingsTronc clarity: paying tips correctly so no NIC for business or staff (as discussed)Weekly payouts and transparency for teams (“JustTip Tuesdays”)UK vs Ireland: legislation, grey areas, and why big brands move firstCost pressures: using tronc compliance to unlock savings and time backHoliday pay, agencies, and the realities of complex staffing modelsFrom cold calls to partnerships and integrations (scaling the lean way)EU growth and embedded tipping with merchant services partnersSane AI adoption: repeat-issue support bots and smarter outbound — without losing the human touchFounder lessons: impatience, resilience, and being the final line of defence as CEOTransparency + speed = trust. Weekly, predictable tip payouts boost morale and word-of-mouth.Compliance can save real money. Correct tronc flows can mean £5–6k annual savings for a typical site (as discussed).Legislation is tightening. UK requirements (e.g., paying collected tips into staff accounts within a month) are pushing operators to formalise tronc and record-keeping.Partnerships scale better. Integrations and ISO/VAR channels beat one-by-one selling once the product fits.AI helps with the boring bits. Use it for repeat support and structured outbound — keep people for nuanced, emotional interactions.Founder reality. Titles mean little; being there “when it goes wrong” is what wins and keeps customers.“They don’t care about the product — it’s, are you going to be there when it goes wrong?”“JustTip Tuesdays became a thing — like a mini payroll each week.”“If you push tips correctly through a tronc scheme, the business pays no NIC and the employee pays no NIC.”“I got one of the lowest grades in entrepreneurship — then learnt it all on the job.” Intro & sponsor James’s backstory and the coffee-shop spark What JustTip does (CAT: Compliance, Automation, Tax) UK/Ireland legislation & tronc reality Weekly payouts, team impact & transparency Cost savings, holiday pay & agency complexity Scaling: partnerships, integrations, embedded tipping Practical AI in support and sales Founder lessons & what’s nextJustTip — justtip.net / justtip.co.ukSlush (Helsinki) — tech conference referenced by JamesConnect with James Fahy via the JustTip website.If you’re an operator reviewing tipping and tronc, map your current flow and payout cadence — then compare the potential NIC and admin savings from a compliant scheme.Subscribe to Stacked⁠ for more operator-first, tech-that-works conversations.Host: Chris FletcherGuest: James Fahy, Co-founder at JustTipProducer: Stacked⁠ Powered By Lightspeed

This week, Chris sits down with Victor Lugger, co-founder of Big Mamma and Sunday, to unpack how “invisible tech” (think: pay-at-table that just works) can lift guest experience, speed up service, and actually reduce the tech clutter on the floor. From 31 trattorias across 8 countries to Sunday now processing $4.2bn and hitting ~90% adoption in London, Victor shares the operator’s lens on what matters: faster, simpler payments; more time for hospitality; and real-world KPIs that move the P&L.Why “less tech, better service” wins: replacing terminals with phone-based payment, not piling on more tools.Adoption that sticks: 70% in months → ~85–90% in the UK when teams offer the option properly.Guest experience uplift: table turns +12–16% at busy brands; reviews surge when the Google prompt sits right after payment.Tips up, teams happier: 2–4× tips (UK) and ~+12% (US) thanks to AI-powered tip prompts.Loyalty that finally works in full-service: ~52% of Sunday payers enrol vs 2–5% on terminals; earn/burn becomes seamless.Enterprise scale: POS-agnostic (24+ integrations), terminals + pay-at-table + hybrid ordering where it fits.The “guest app” vision: payment as the universal touchpoint to identify 70–100% of guests and trigger CRM/loyalty, not just bookings.00:00 Intro & sponsor: Lightspeed Restaurant01:05 Meet Victor: Big Mamma (affordable luxury) → Sunday (pay-at-table)07:20 Why paying is broken — and how Sunday made it 5-second simple12:10 Staff first: freeing servers for real hospitality, not card machines16:40 Adoption drivers: the team makes the metric21:15 Fine dining vs casual: why higher spenders adopt more25:30 Reviews & revenue: faster turns, Google love, real KPIs31:45 Loyalty that isn’t cringe: enrol, earn, burn without friction38:20 US scale, data-led operators, +12% tips44:05 AI in practice: smarter tip options; ordering patterns; service recovery51:10 UK market maturity: bookings, POS, checkout, CRM56:00 What’s next: Dubai & US for Big Mamma; Sunday’s guest-app flywheel59:30 Where to find Sunday & wrap-up“We’re not adding tech — we’re replacing old tech with something guests already have in their pocket.”“Give guests the option. If 82% choose phone, we’re doing something right.”“With Sunday, tips are 2–4× higher in the UK and about +12% in the US.”“On Sunday payments, ~52% of guests enrol to loyalty. On terminals it’s 2–5%.”“Dishoom Shoreditch went from ~10k reviews at 4.4 to ~38k at 4.8 in 18 months.”Victor Lugger — Co-founder, Big Mamma & SundayWebsite: sundayapp.com(Also live on the Stacked⁠ Marketplace.)Lightspeed Restaurant — the point of sale and payments platform helping operators fly through the festive rush and beyond.Big Mamma: 31 sites, 8 countries; Dubai opening; US expansion.Sunday: pay-at-table, terminals, hybrid ordering; 24+ POS integrations; $4.2bn processed YTD.Operators: want the numbers behind adoption, tips and table turns? Take our Tech Check and we’ll map your stack and intros.Suppliers: interested in a case study or Shift Talk slot? Get in touch via Stacked⁠ What you’ll learnChapter markersPull quotesGuestSponsorLinks & mentionsCall to action

What is great service in 2025? In this episode of Stacked⁠ , powered by Zonal, we unpack why hospitality is still (and always will be) a people business—and how that truth fuels loyalty.Host Chris Fletcher is joined by:Antony Pender — Founder, Yummy Collection (people-first pubs, bars & seafood concepts)Darren Smith — Head of Operations, Flat Iron (consistent, craveable steakhouse experiences)Gillian Nicholson — Sales Director, Zonal (tech that blends into brilliant service)They dive into:Defining modern service: “relaxed rigor,” natural interactions, and letting guests drive the experienceTraining that sticks: stories, shadowing, and Gen Z–friendly, bite-size learningTech that empowers (not replaces): surfacing the right info at the right time, seamlesslyCulture and retention: flexibility, share schemes, meaningful recognition, and clear, kind feedbackProtecting brand magic: value over hard sell; community, authenticity, and doing one thing exceptionally wellPull quotes“Hospitality is the job of making people happy.”“It’s kind to be clear; it’s unkind to be unclear.”“We’re far more emotionally intelligent than AI—especially right now.”Catch up on the series: Missed an episode? Dive into the rest of our Loyalty Series to get fully up to speed.

In this episode of the Stacked⁠ Podcast, powered by Zonal, we dig into the misunderstood but powerful world of personalisation in hospitality. With inboxes overflowing and attention spans shrinking, how do brands stand out without becoming pushy — or worse, creepy?Host Chris Fletcher is joined by:Tom James, Managing Director at Bill’s Restaurants, leading the brand through a digital maturity journey with a strong focus on customer insight.Dan Brookman, CEO of Airship & Toggle, who helps 400+ UK hospitality brands turn customer data into meaningful engagement and revenue.Gillian Nicholson, Sales Director at Zonal, a technology provider supporting operators for over 45 years.☕ Grab a coffee and listen in as we cover everything from handwritten notes in delivery bags to AI-powered customer insights.🔥 What You’ll Learn in This Episode:Why personalisation should feel like magic, not marketingThe importance of the value exchange — what customers actually get in return for their dataHow brands like Bill’s and Pizza Express use loyalty to drive genuine connection, not just discountsThe role of automation and segmentation in building brand voice at scaleWhy creepiness vs. annoyance is a real debate when using customer dataWhich channels are working best right now: email, SMS, WhatsApp, and appsHow to measure success: from cover growth to visit frequency and customer lifetime valueWhere AI is taking us next — from predictive insights to smarter, real-time personalisation🎧 Perfect for:Operators, marketers, and tech leaders who want to use data more effectively to build loyalty, grow frequency, and keep guests coming back — without falling into the trap of discount dependency.👉 Listen now and discover how to make your personalisation strategy feel truly personal.

AI in Business: How Dojo is Turning Proof of Concept into Real ImpactThis week on the Stacked⁠ Podcast, we’re live at Dojo HQ with Rob Howes, Senior Vice President of Technology, to explore what AI in business really looks like beyond the hype.Rob breaks down how Dojo are embedding AI across payments, customer service, and fraud prevention — moving from proof of concept experiments to production-grade impact.We cover:🔄 Automation, augmentation, amplification — the spectrum of AI adoption📊 Why many businesses stall at proof of concept (and how to push through)🧩 Grassroots vs. top-down adoption — how ChatGPT accelerated uptake💡 The use cases delivering ROI fastest: ops, customer service, and cybersecurity⚖️ Transparency, ethics, and building trust in AI-driven decisions🚀 Dojo’s AI Trailblazer programme with Imperial College and Google🔮 What’s next: hyper-personalisation, agentic AI, and explainabilityIf you’re wondering where to start with AI in your business — from building a roadmap to picking the right use cases — this episode is packed with insights you can take straight back to your team.👉 Learn more about Dojo at dojo.tech.

Customer loyalty has evolved. Today, it’s less about “collect 10 stamps, get a free coffee” and more about personalisation, value, and belonging. But what does that look like in practice for pubs, hotels, and restaurants?In this episode, Chris Fletcher, Founder & CEO of Stacked⁠ , sits down with:Amy Clarke – Head of Marketing, Wyndham Hotels & ResortsGillian Nicholson – Sales Director, ZonalJamie Queen – Chief Growth Officer, Butcombe GroupTogether, they unpack:🍷 The business case for loyalty – how programmes drive repeat visits, higher spend per head, and measurable ROI.📲 The digital shift – moving from physical loyalty cards to Apple Wallet and Google Wallet, and why simplicity is key.📊 The power of data – how operators can use guest behaviour, segmentation, and AI to deliver more relevant offers.👩‍🍳 Team buy-in – why front-of-house staff are vital to signing up customers and how Butcombe’s teams doubled their contactable database in two years.🌍 Global vs local loyalty – Wyndham’s challenge of tailoring rewards for millions of members across 90+ countries versus Butcombe’s pub-level programmes.🤝 Partnerships & innovation – from Wyndham linking hotel stays with restaurant delivery apps, to Zonal powering bespoke loyalty journeys for operators of every size.🛠️ Trends to watch – members-only pricing, gamification, festival-style loyalty, and the growing role of AI in hospitality.💡 Expect a practical, behind-the-scenes look at loyalty programmes that actually work — the kind that make customers feel recognised, not marketed to.🔗 Connect with the guests:Amy Clarke – Wyndham Hotels & ResortsGillian Nicholson – ZonalJamie Queen – Butcombe Group

🍽️ The Return to Experience-Led Dining — Live from Caravan FitzroviaPowered by Shift4 & LunchboxThis week on the Stacked⁠ Podcast, we’re bringing you something special — a live panel recording from our recent event at Caravan Fitzrovia, all about the return to experience-led dining in 2025.Big shout out to Adam at Captive Wifi for the content!Guest host Phil Street (Caterer.com) is joined by an incredible line-up of industry leaders:✨ Tom James – Managing Director, Bill’s Restaurants✨ Harry Ridley – Director of Innovation, Levy UK & Ireland✨ James Walker – CEO, Lunchbox✨ Sean Weeraratna Group Operations Director, Gaucho & M RestaurantsAcross stadiums, casual dining, fine dining, and tech platforms, our panel dives into:💡 Balancing speed & storytelling – keeping service efficient without losing personality🤖 Tech as an enabler – removing friction, not the human touch🎯 “Moments of magic” – how to wow guests without blowing the budget🛠️ Test, learn, kill – knowing when to double down or ditch the tech🤝 Partnership power – why creative collaborations matter🕰️ Experience redefined – how guest expectations shift by time of day and occasionFrom personalised service and guest data, to AI crowd management and handwritten cards in deliveries, this episode is packed with practical tips, creative ideas, and honest insights from operators who are living it every day.🎧 Tune in for real-world stories, fresh inspiration, and a few laughs along the way.Powerer by Lightspeed

In this special episode of the Stacked⁠ Podcast 🎙️, brought to you in partnership with Zonal, we dig into one of hospitality’s most overused — and misunderstood — buzzwords: loyalty.Host Chris Fletcher is joined by:John Sills 📖 – Author of The Human Experience, who argues loyalty doesn’t really exist — usefulness does.Ruth Carpenter 🍕 – Head of Marketing at Pizza Pilgrims, sharing how guest feedback, authenticity, and joy drive repeat visits.Gillian Nicholson 💡 – Sales Director at Zonal, bringing insights from 17,000+ hospitality customers and the tech powering their guest experiences.They explore:🔍 Has “loyalty” been replaced by usefulness?📉 How the cost-of-living crisis is reshaping dining habits — from earlier booking times to lighter menu choices.🤝 Keeping the human touch when tech runs in the background.📦 Subscription models — convenience or commercial trap?♿ The growing demand for accessibility, sustainability, and purpose-driven brands.📨 Why personalisation might be overhyped — and what really drives engagement.Expect candid stories about burnt pizzas, stolen deliveries, subscription fatigue, and the surprising social trends — from sleep habits to bottomless brunches — shaping hospitality in 2025.Whether you’re an operator, marketer, or tech provider, this episode blends data, humour, and hard truths about what it really takes to keep guests coming back.

In this episode of the Stacked⁠ Podcast, Chris Fletcher welcomes back Dominic Child, VP of Sales at Ingredifind, for a conversation that goes beyond compliance and into the real operational and emotional impact of allergens in hospitality.Together, they explore why allergen management is still largely manual in a digital-first industry, how it affects staff confidence, guest trust, and operational flow – and how Ingredifind is changing the game.Dominic explains how their platform tackles the three biggest pain points:The lack of trust between suppliers and operatorsFriction between guests and serversThe burden on staff under pressure to get it rightThis isn’t just a conversation about technology — it’s a call to modernise how we handle one of the most sensitive parts of service.🔥 What You’ll Learn:Why allergen management is the final digital frontier in hospitalityThe operational and reputational risks of ‘just ticking the compliance box’How self-service allergen tools boost repeat visits by 26% month-on-monthWhy training alone won’t solve the problem — and what willHow Ingredifind’s plug-and-play platform works with existing systemsThe surprising scale of dietary needs — beyond the ‘top 14’ allergens📊 Key Stats Mentioned:74% of customers prefer to self-serve allergen info30% of adults avoid certain foods due to adverse reactions40% of diners will avoid restaurants if they can’t view menus in advanceDiagnosed allergies affect 2 million UK adults – with children’s rates even higher📲 Links & Extras:📩 Contact Dom: [email protected]📌 Coming Soon:Ingredifind is teasing a major summer announcement that could revolutionise allergen matrices — keep an eye on their LinkedIn for updates.

In this episode, Chris Fletcher sits down with Sonny Wells, founder of Sonny’s – the soon-to-launch fast-casual food brand with a mission to make eating out safer and more inclusive for people with allergies, especially coeliacs. Sonny shares his personal journey through a difficult diagnosis, what sparked the idea for Sonny’s in Dubai, and how a chance encounter with Sir Richard Branson turned into national visibility and a wave of investor interest.They talk about why “gluten-free” often isn’t really gluten-free, the lack of trust coeliacs feel in mainstream restaurants, and the operational minefield most hospitality brands face when trying to serve guests with allergens. Plus, Sonny gives a sneak peek into how he’s building a scalable, confidence-first QSR brand—with tech, training, and trust at the core.💡 Key Topics Covered:The painful diagnosis that inspired Sonny’sWhat “truly gluten-free” actually means—and why most brands get it wrongThe difference between clean, allergen-free fast food and processed optionsHis pitch to Sir Richard Branson and winning the “Elevator of Dreams”How Sonny plans to scale the business through tech, training, and franchisingThe role of kiosks, face-to-face service, and roving allergen expertsChallenges with dairy-free cheese and lessons from early advisorsWhy confidence is the brand’s core value—and what that means in practiceThe untapped market of allergy-conscious consumers, and why it’s growing fastThe vision for Sonny’s in the UK and beyond🔗 Connect with Sonny:Instagram: @sonnystheceliacBusiness Page: @sonnys_foodLinkedIn: Sonny Wells💬 Chris’s Take:“Sonny’s isn’t just a food brand—it’s a confidence brand. It’s answering a real, growing need in hospitality with compassion, energy and commercial smarts.”Powered by Lightspeed

Cybersecurity with Naveed Islam, CISO at DojoIn this special edition of the Stacked⁠ Podcast, host Chris Fletcher sits down with Naveed Islam, Chief Information Security Officer at Dojo, to unpack the state of cybersecurity in today’s AI-powered, hyper-digital world.From phishing scams and data breaches to quantum threats and ransomware-as-a-service, this episode breaks it all down in a way every operator – whether you’re running a single site or leading a national brand – can understand and action.🎯 Topics Covered:• What does a CISO actually do?• The rise in high-profile breaches (M&S, Co-op etc.)• Why small businesses are especially vulnerable• Common attack vectors: phishing, credential theft, outdated software• AI in cybersecurity – the good and the bad• The dark SaaS world of “Ransomware-as-a-Service”• Why card data is digital gold• PCI compliance made simple• The hygiene basics every business should master• Why cybersecurity needs to be on the boardroom agenda• What the future holds: Agentic AI, identity as the new perimeter, and post-quantum risk🔮 3 Cybersecurity Trends to Watch:Agentic AI – AI that defends autonomously, without human inputIdentity is the new perimeter – verifying who is accessing systems is now more critical than where they’re doing itPost-Quantum Risk – data stolen today could be decrypted tomorrow. Some attackers are already harvesting.🔐 Key Takeaways:• Cybercrime is getting slicker and cheaper – anyone can launch an attack• AI is a double-edged sword – it’s being used by both defenders and attackers• Security hygiene matters – MFA, strong passwords, regular updates• Only 27% of UK boards prioritise cyber – that needs to change• Payments are prime targets – card data can fetch up to $30 per record🛡️ How Dojo Protects Its Customers:• Point-to-point encryption• Hosted payment pages• AI-powered threat detection• Light-touch PCI support for SMEs🎧 Listen now🔗 dojo.tech📱 Available on Spotify, Apple Podcasts & everywhere you get your podcasts.