Hospitality Mavericks Podcast Show

Michael interviews Anthony Collins, founder of Work Better Studio, about applying lean thinking and the service-profit chain in hospitality and service businesses by focusing on processes and resources rather than blaming people.
Collins shares his path from graphic design to founding DirectSki.com, acquiring Ski Beat, and becoming group CEO of Topflight Travel Group, then leaving to advise companies on productivity, quality, and process improvement.
He explains lean’s roots in postwar Japanese quality-first principles and describes using Enterprise Ireland training and Toyota-led practical problem-solving to build capability before crises like COVID.
A key case study shows how small chalet maintenance issues hurt both staff workload and NPS, leading to a preventative maintenance program, revised seasonal hiring, fewer management layers, and improved autonomy.
The conversation covers PDCA, frontline observation, controlled tension, recruitment and training (one-point lessons), and why AI can optimize the wrong work and reinforce silos without system thinking.
Connect with Anthony:
https://www.linkedin.com/in/antocollins/
https://www.workbetter.studio/
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More episodes for you to check out here
A big thank you to our episode sponsor Monotree.
They help hospitality operators strengthen operations and scale company culture by creating a "Branded Front Door" for your workforce.
Head to their website to sign up.

This podcast uses the following third-party services for analysis:

Podcorn - https://podcorn.com/privacy

In a Copenhagen podcast, Michael interviews Gregers Knudsen, co-founder of Monotree, about creating a platform that unifies frontline communication, onboarding/learning, checklists, and events on top of workforce management systems to replace fragmented tools like Facebook, WhatsApp, and overpowered enterprise software.
Gregers traces his path from hospitality into tech (via Planday), where he saw multi-site operators struggling with too many disconnected systems, unused spend, and GDPR risks.
He and two senior tech partners began building Monetary in 2018, launched in 2019 with a 1,500-employee customer, stayed self-funded for control, long-term product quality, and customer service, and have grown to nearly 300 customers and about 85,000 users across 18 countries, with UK as a key growth market.
They discuss engagement drivers, manager enablement, using video content, culture as an amplifier, and cautious, practical AI use focused on removing boring work rather than automating human relationships.
Connect with Gregers:
https://www.linkedin.com/in/gregers-knudsen-9a0a23148/
https://monotree.com/
A big thank you to our episode sponsor Monotree.
They help hospitality operators strengthen operations and scale company culture by creating a "Branded Front Door" for your workforce.
Head to their website to sign up.
Connect with the podcast
Join the Hospitality Mavericks newsletter
Tune in via your favourite podcast platform - here
More episodes for you to check out here

This podcast uses the following third-party services for analysis:

Podcorn - https://podcorn.com/privacy

Michael interviews Bjarke Just Nielsen, founder of Norrlyst Koncernen in Copenhagen, about building a fast-growing restaurant ecosystem and related tech companies.
Nielsen left corporate roles at Novo Nordisk and TDC, opened his first restaurant about five and a half years ago, then pivoted during COVID—without government support—by keeping staff and launching a deli that succeeded, accelerating his focus on online customer acquisition and data.
Today the group operates about 20 restaurants with roughly 550 employees, serves around a million guests yearly, and runs centralized systems where a small team drives demand using a toolbox of 16 traffic levers while restaurants focus on delivering the promised experience.
He discusses agility over rigid planning, professionalizing the organization through disciplined hiring, pursuing Michelin recognition with intense preparation, leadership role clarity, and upcoming projects including new tech initiatives, convenience stores, and a large all-day restaurant.
Connect with Bjarke:
https://www.linkedin.com/in/bjarke-just-nielsen-6a71445b/
https://norrlyst.dk/
https://freetable.com/
https://eater.dk/
Connect with the podcast
Join the Hospitality Mavericks newsletter
Tune in via your favourite podcast platform - here
More episodes for you to check out here
A big thank you to our episode sponsor Monotree.
They help hospitality operators strengthen operations and scale company culture by creating a "Branded Front Door" for your workforce.
Head to their website to sign up.

This podcast uses the following third-party services for analysis:

Podcorn - https://podcorn.com/privacy

Michael welcomes returning guest Lars Kure Juul, author of The Happiness Sweet Spot and his new book Compassion in Action, to discuss why leaders gravitated most to the compassion chapter and how it led to deeper work on self-compassion and implementation.
Lars argues compassion is active (beyond empathy): interest in others’ difficulties plus a desire to act, building trust, psychological safety, and high-performing teams.
They explore leadership challenges amid rising burnout, declining engagement and belonging (citing Gallup), and why strong leaders aren’t loud.
Practical themes include presence and deep listening, avoiding distractions like phones and laptops, asking better questions (“tell me more”), and servant leadership as serving others and the future by downplaying ego.
They critique leaders hiding behind complex systems, emphasize belonging (seen, able to contribute, proud), and frame compassion and humanity as the next leadership revolution.
Connect with Lars:
https://www.gntlgiant.com/
https://www.linkedin.com/in/gntlgiant/?miniProfileUrn=urn%3Ali%3Afs_miniProfile%3AACoAAAASe5YB8EcFe2HlD2gLYVSp9OeaRmTXCxc
Connect with the podcast
Join the Hospitality Mavericks newsletter
Tune in via your favourite podcast platform - here
More episodes for you to check out here
A big thank you to our episode sponsor Monotree.
They help hospitality operators strengthen operations and scale company culture by creating a "Branded Front Door" for your workforce.
Head to their website to sign up.

This podcast uses the following third-party services for analysis:

Podcorn - https://podcorn.com/privacy

Michael welcomes Nicole back to discuss her new book, "Help Wanted," focused on finding “human magic” in hiring—going beyond technical skills and surface-level values fit to build teams and cultures that can withstand challenges. Nicole, a culture architect and founder of Banana Pepper HR, argues hospitality is at risk of becoming transactional and has an opportunity to re-center belonging and human connection. They critique standard, rushed recruitment as soulless and misaligned with brand promises, emphasizing “hospitality begins in-house” and that recruitment is a brand’s first act of hospitality. Nicole highlights “super skills” often dismissed as soft skills—empathy, kindness, curiosity, creativity, vulnerability, resilience, and more—and explains how missing them can lead to poor service, brand damage, and commercial loss. Practical ideas include slowing down hiring, doing stronger reference checks (including peer references), interviewing for stories by creating psychological safety, and using a three-course interview framework (appetizer/entrée/dessert). Nicole shares why she chose 10 super skills, drawing inspiration from Danny Meyer’s “HQ” and behavioral science (including Brené Brown). The episode ends with where to find Nicole and the book at bananapepperhr.com/book (and retailers such as Amazon, Barnes & Noble, and Waterstones).
Connect with Nicole:
https://www.linkedin.com/in/nicoleantoniogadsdon/
https://www.bananapepperhr.com/

Book:
https://www.bananapepperhr.com/book
https://uk.bookshop.org/p/books/help-wanted-the-rule-breaking-guide-to-hiring-an-extraordinary-team-of-hospitality-alchemists-nicole-antonio-gadsdon/1f7ae8fc32978cb1?ean=9781781339558&next=t
Connect with the podcast
Join the Hospitality Mavericks newsletter
Tune in via your favourite podcast platform - here
More episodes for you to check out here
A big thank you to our episode sponsor Monotree.
They help hospitality operators strengthen operations and scale company culture by creating a "Branded Front Door" for your workforce.
Head to their website to sign up.

This podcast uses the following third-party services for analysis:

Podcorn - https://podcorn.com/privacy