This episode of Talking Hospitality explores one of the most important topics in the industry today: how we treat people at work.

Timothy R Andrews and Joe McDonnell are joined by John Herity, Operations Manager at the Caledonian Club, to discuss leadership, mentoring and creating environments where people can genuinely succeed.

John shares his journey through hospitality, from early roles in London to working in some of the most prestigious environments, before returning to the Caledonian Club — a place known for its long-serving team and strong culture.

The conversation focuses on how the industry has changed, particularly in how younger generations view work. John explains why treating young people with respect, giving them responsibility and allowing them to make mistakes is essential if businesses want to retain and develop talent.

There is also a deeper discussion around mentoring, leadership and the role managers play in shaping careers. Rather than simply giving answers, John shares why guiding people to find their own solutions leads to stronger confidence and long-term growth.

This episode is a practical reflection on leadership in hospitality — and a reminder that great businesses are built on how people are treated every day.

Show Notes

In this episode we discuss:

• John Herity’s career journey in hospitality
• Life inside a private members’ club
• How hospitality has changed over the years
• Attracting and retaining younger talent
• Why respect and autonomy matter at work
• Learning through mistakes and real experience
• The difference between good and bad managers
• Mentoring and developing future leaders
• Creating a genuine “home from home” culture
• Why small behaviours (like saying hello) matter

💡 Key Takeaways

1. Young people want respect and autonomy

They respond to how they are treated — and expect to be trusted and supported.

2. Mistakes are part of learning

Creating safe environments where people can learn without fear leads to better teams.

3. Leadership is shown in small moments

Simple behaviours like saying hello or thank you shape culture more than policies.

4. Mentoring is about guidance, not answers

Helping people find their own solutions builds confidence and long-term capability.

5. Culture drives retention

Environments where people feel valued lead to long-serving teams and stronger businesses.

6. You can learn from bad managers too

Negative experiences often shape better leadership behaviours later on.

• Caledonian Club
• PwC
• Close Brothers
• Credit Suisse
• Barclays
• State Street

Contact John on: jh@caledonianclub.com

In this episode of Talking Hospitality, Timothy R Andrews and Joe McDonnell sit down with Gary King, owner of Collins King & Associates, to explore what hospitality recruitment looks like after decades of disruption, change and survival. Gary shares his journey from chef to recruiter, his early work with football clubs including Tottenham and Arsenal, and how those experiences shaped his ability to recognise talent and understand hospitality from the inside.

The conversation moves through the realities of building and sustaining a recruitment business through multiple downturns, including the financial crash, Brexit, the pandemic and the challenges currently facing hospitality operators. Gary reflects on resilience, optimism and why hard work, relationships and real industry knowledge still matter.

Timothy, Joe and Gary also unpack how recruitment has changed over the years, from print advertising and fax machines to LinkedIn and AI. While technology has transformed the speed and tools of recruitment, the discussion makes a strong case that human judgement, cultural understanding and long-term relationships still sit at the heart of finding the right people.

This is a practical and reflective episode about careers, change, optimism and the enduring value of hospitality people who really know the industry.

1. Hospitality recruitment is built on relationships
2. Technology helps, but strong networks and real industry knowledge still drive the best hiring decisions.
3. Resilience matters more than ever
4. Gary’s story shows that recruitment and hospitality both go through hard cycles, but determined people find ways through them.
5. AI will change recruitment, not replace it completely
6. Tools evolve, but judgement, nuance and understanding people remain human strengths.
7. Specialist recruiters still have a place
8. At senior and difficult-to-fill levels, expertise, trust and deep market knowledge still carry real value.
9. Culture fit needs careful handling
10. It is less about vague “fit” and more about understanding team dynamics, personalities and how people will work together.
11. Hospitality keeps moving
12. The industry has taken repeated hits, but its adaptability and people-first nature continue to make recovery possible.

Companies mentioned in this episode:

• Arsenal
• Tottenham Hotspur
• Smart Group
• Angela Hartnett
• Blue Arrow
• Reid
• Reed Catering Recruitment
• Evolve Hospitality
• Collins, King and Associates
• Kevin Campbell Foundation
• Springboard
• Everton

This episode of Talking Hospitality explores a fundamental question: how do people actually learn at work?

Regular host Timothy R Andrews takes a back seat on this one, with Tracey Rashid and Joe McDonnell taking the lead.

They are joined by Steve Dineen, CEO of Fuse Universal, to challenge traditional approaches to training and development — particularly in fast-paced industries like hospitality.

Steve shares how his early experience as a technical trainer led him to question why so much workplace learning fails to engage people. He explains why long-form, compliance-led training often misses the mark, and why modern learning needs to reflect how people behave outside of work.

The conversation introduces the concept of “learning at the point of need” — accessing knowledge in the moment it’s required — and explores how platforms like YouTube and ChatGPT have reshaped expectations around learning.

Steve also highlights the importance of capturing knowledge from the best people within an organisation and making it accessible to everyone. Combined with strong leadership and the right culture, this approach can improve onboarding, build confidence and ultimately support retention.

This episode offers a practical perspective on how hospitality businesses can rethink learning to better support their teams and performance.

📌 Show Notes

In this episode we discuss:

• Why traditional workplace training often fails
• The concept of “point of need” learning
• Bite-sized vs long-form learning
• Learning behaviours influenced by YouTube and ChatGPT
• Capturing knowledge from top performers
• Improving onboarding and reducing time to competence
• The link between learning, confidence and retention
• The role of leadership in driving engagement
• AI and inclusivity in learning design

💡 Key Takeaways

1. Most training fails because it doesn’t fit reality

Frontline teams don’t have time or patience for long, rigid courses.

2. Learning should happen when it’s needed

“Point of need” learning is more effective than trying to store knowledge in advance.

3. People learn like consumers now

YouTube, Google and ChatGPT have reset expectations for speed and accessibility.

4. Knowledge already exists inside your business

The challenge is capturing it and making it accessible to everyone.

5. Leadership drives learning culture

Engagement increases when managers actively participate and promote learning.

6. Confidence is the real outcome

When people feel capable in their role, performance and retention improve.

Links referenced in this episode:

• www.fuseuniversal.com
• Steve Dineen on LinkedIn