<![CDATA[Hospitality Ops Club]]>The Ops Club is a no-nonsense look at how hospitality really runs. Tom and Travis have spent 20 years across everything from big-brand rollouts to tiny independents. We talk shop - what worked, what didn’t, and what we’d do tomorrow. Expect honest stories from our own operations, plus conversations with awesome industry guests who’ve actually been there and done it.

]]>https://ops-club.com/Riverside.fm (https://riverside.com)Thu, 16 Jul 2026 17:48:01 GMTMon, 02 Mar 2026 10:31:54 GMT60Travis Fish<p>The Ops Club is a no-nonsense look at how hospitality really runs. Tom and Travis have spent 20 years across everything from big-brand rollouts to tiny independents. We talk shop - what worked, what didn’t, and what we’d do tomorrow. Expect honest stories from our own operations, plus conversations with awesome industry guests who’ve actually been there and done it.</p>episodicTravis Fisht@travis.fishno<![CDATA[Emergency Licencing, the World Cup and the VAT Fight]]>In this episode we catch up after Tom's trip hiking and river floating in Switzerland. Also in this episode:

  • The emergency licensing changes for England's World Cup matches
  • Why Tom's pubs have moved to walk ins only for match days
  • What the World Cup actually means for pub trade
  • The political mood around hospitality and the bank holiday talk
  • Whether a VAT cut is the one thing that would actually help

This episode is sponsored by Monotree - the employee comms platform for multi-site teams who know email and WhatsApp aren't building culture or productivity. It's fast and intuitive, like your favourite messaging app, from inside your very own branded team app. And the numbers back it up: 4.2 daily opens and over 75% daily activity, with a rating above 4.9 stars. For multi-site employee comms, Monotree is my only recommendation. Check them out: https://monotree.com/

]]>4b0af3e1-5428-4860-a800-c062c774392bTue, 14 Jul 2026 13:29:10 GMT<p>In this episode we catch up after Tom's trip hiking and river floating in Switzerland. Also in this episode:</p><p></p><ul><li>The emergency licensing changes for England's World Cup matches</li><li>Why Tom's pubs have moved to walk ins only for match days</li><li>What the World Cup actually means for pub trade</li><li>The political mood around hospitality and the bank holiday talk</li><li>Whether a VAT cut is the one thing that would actually help<p></p></li></ul><p>This episode is sponsored by <a rel="noopener noreferrer nofollow" href="https://monotree.com/" target="_blank">Monotree</a> - the employee comms platform for multi-site teams who know email and WhatsApp aren't building culture or productivity. It's fast and intuitive, like your favourite messaging app, from inside your very own branded team app. And the numbers back it up: 4.2 daily opens and over 75% daily activity, with a rating above 4.9 stars. For multi-site employee comms, Monotree is my only recommendation. Check them out: <a rel="noopener noreferrer nofollow" href="https://monotree.com/" target="_blank">https://monotree.com/</a></p>no00:24:28Emergency Licencing, the World Cup and the VAT Fightfull<![CDATA[Kate Moscardini on her path through Caesars, Honest Burgers, and Dishoom]]>In this episode we sit down with Kate Moscardini, head of people at Dishoom, who has worked across the full spectrum of hospitality – from large corporates like Caesars, through independents and growing chains like Honest Burgers, to Dishoom today. We talk through that journey: starting out in retail and manufacturing, the guest-obsessed culture of casino hospitality at Caesars, and joining Honest Burgers on the first day of COVID with her laptop dropped off by bike and just seven people working in the business. She talks about what it's taken to build a genuine partnership between people and ops at Dishoom, including the shift to joint decision-making on team moves over the past 18 months, and what it means to keep "deepening, not diluting" as a business grows at pace.

]]>c0f273b2-b275-423a-b99f-6b0b885e1109Fri, 19 Jun 2026 12:35:03 GMT<p>In this episode we sit down with Kate Moscardini, head of people at Dishoom, who has worked across the full spectrum of hospitality – from large corporates like Caesars, through independents and growing chains like Honest Burgers, to Dishoom today. We talk through that journey: starting out in retail and manufacturing, the guest-obsessed culture of casino hospitality at Caesars, and joining Honest Burgers on the first day of COVID with her laptop dropped off by bike and just seven people working in the business. She talks about what it's taken to build a genuine partnership between people and ops at Dishoom, including the shift to joint decision-making on team moves over the past 18 months, and what it means to keep "deepening, not diluting" as a business grows at pace.</p>no01:09:38Kate Moscardini on her path through Caesars, Honest Burgers, and Dishoomfull<![CDATA[Gail's, VAT and the World Cup]]>In this episode we catch up after a tough week for Tom of slow sales and a back to basics management meeting.

Also in this episode:

  • Why so little has changed for hospitality in the last three years
  • Whether a VAT cut is the one thing that would actually help
  • Why the public has stopped paying attention to pub closures
  • Cheap chicken versus posh chicken
  • What the World Cup means for pubs
  • Tom building his own apps
  • The Gail's salty sandwich story
  • Why Manchester is booming
]]>bba2ddc5-3ac0-4414-b1a1-95d88281ac1bWed, 03 Jun 2026 21:04:26 GMT<p>In this episode we catch up after a tough week for Tom of slow sales and a back to basics management meeting.</p><p></p><p>Also in this episode:</p><ul><li>Why so little has changed for hospitality in the last three years</li><li>Whether a VAT cut is the one thing that would actually help</li><li>Why the public has stopped paying attention to pub closures</li><li>Cheap chicken versus posh chicken</li><li>What the World Cup means for pubs</li><li>Tom building his own apps</li><li>The Gail's salty sandwich story</li><li>Why Manchester is booming</li></ul>no00:42:28Gail's, VAT and the World Cupfull<![CDATA[John Nugent on Slow Growth, Strong Partnerships and Reimagining London's Most Iconic Spaces]]>In this episode we sit with John Nugent, CEO and co-founder of Green & Fortune with Peter Millican, and co-founder of Daffodil Mulligan's and Gibney's with Richard Corrigan. We trace John's 37 years in London hospitality, from arriving in 1989 to manage the back of house at a 800-bedroom hotel by Tower Bridge, to becoming CEO of Searcy's in his mid-thirties, to co-founding Green & Fortune over a cup of tea and a chance introduction that turned into a 20-year partnership. John reflects on opening King's Place in King's Cross in 2008, just days before Lehman Brothers collapsed, and taking a long bet on an area few others believed in at the time. He shares why he has resisted private equity in favour of slower, more measured growth, his take on modern Irish hospitality in London beyond the clichés, the new project on the horizon, and the one piece of advice he gives every young manager he mentors.

]]>a17365fc-fb80-4c3f-b20b-01ac3dbd745bFri, 22 May 2026 13:28:46 GMT<p>In this episode we sit with John Nugent, CEO and co-founder of Green &amp; Fortune with Peter Millican, and co-founder of Daffodil Mulligan's and Gibney's with Richard Corrigan. We trace John's 37 years in London hospitality, from arriving in 1989 to manage the back of house at a 800-bedroom hotel by Tower Bridge, to becoming CEO of Searcy's in his mid-thirties, to co-founding Green &amp; Fortune over a cup of tea and a chance introduction that turned into a 20-year partnership. John reflects on opening King's Place in King's Cross in 2008, just days before Lehman Brothers collapsed, and taking a long bet on an area few others believed in at the time. He shares why he has resisted private equity in favour of slower, more measured growth, his take on modern Irish hospitality in London beyond the clichés, the new project on the horizon, and the one piece of advice he gives every young manager he mentors.</p>no01:04:06John Nugent on Slow Growth, Strong Partnerships and Reimagining London's Most Iconic Spacesfull<![CDATA[If You're Surviving, You're Winning]]>In this episode we get into Tom's new site, the chaos of opening over Easter, and why the "river of operations" pulls even experienced operators under.

We talk Whitbread, Pizza Express, Franco Manca and why pubs are holding up while mid-market casual dining isn't.

And Travis shares what came out of the recent Ops Club's Q1 margins session.

]]>b9db641d-1a75-48a9-988b-b071f4634f60Mon, 11 May 2026 22:07:58 GMT<p>In this episode we get into Tom's new site, the chaos of opening over Easter, and why the "river of operations" pulls even experienced operators under.</p><p></p><p>We talk Whitbread, Pizza Express, Franco Manca and why pubs are holding up while mid-market casual dining isn't.</p><p></p><p>And Travis shares what came out of the recent Ops Club's Q1 margins session.</p>no00:34:24If You're Surviving, You're Winningfull<![CDATA[Soho Pizza, £8 Pints and the Booking Black Hole]]>In this episode, Travis and Tom get into the changing vibe of a well-known London pizza spot, and what it says about the gap between a great concept launch and operational reality.

They talk AI in hospitality - slow booking response times, stretched sales teams, and whether tech is the answer to an ongoing problem in the industry.

And they get into the economics of a pint. Guinness pricing, supply chain squeezes, and a nifty tool called Percy that could save independents serious money.

]]>13bf7dde-688a-4125-a4bc-d865251e2baaFri, 10 Apr 2026 12:44:41 GMT<p>In this episode, Travis and Tom get into the changing vibe of a well-known London pizza spot, and what it says about the gap between a great concept launch and operational reality.</p><p></p><p>They talk AI in hospitality - slow booking response times, stretched sales teams, and whether tech is the answer to an ongoing problem in the industry.</p><p></p><p>And they get into the economics of a pint. Guinness pricing, supply chain squeezes, and a nifty tool called Percy that could save independents serious money.</p>no00:36:03Soho Pizza, £8 Pints and the Booking Black Holefull<![CDATA[Vibe Coding, BrewDog and 300 Pubs]]>In this episode we get into the AI tool that's finally going to get Tom's website sorted, and why hospitality operators are still only scratching the surface with technology.

We talk about Stonegate, BrewDog. And whether knowing when to sell is the most underrated skill in the industry.

]]>1e4127d4-888a-4764-a0b4-5426a4db806cWed, 01 Apr 2026 05:00:00 GMT<p>In this episode we get into the AI tool that's finally going to get Tom's website sorted, and why hospitality operators are still only scratching the surface with technology.</p><p></p><p>We talk about Stonegate, BrewDog. And whether knowing when to sell is the most underrated skill in the industry.</p>no00:39:459Vibe Coding, BrewDog and 300 Pubsfull<![CDATA[Should Your GM be off the Rota?]]>In this episode we get into why empowering GMs unlocks better performance, how technology can fix the broken bookings experience, and what transparent communication from boardroom to ground level actually looks like. We also talk about BrewDog and Leon. And we ask why the industry is still so uncomfortable talking about money.

]]>ba9c349f-ed65-4312-b19c-d7625ba0269dSun, 22 Mar 2026 08:00:00 GMT<p>In this episode we get into why empowering GMs unlocks better performance, how technology can fix the broken bookings experience, and what transparent communication from boardroom to ground level actually looks like. We also talk about BrewDog and Leon. And we ask why the industry is still so uncomfortable talking about money.</p>no00:32:13Should Your GM be off the Rota?full<![CDATA[Paulo de Tarso Part 2: Leading with Heart – Culture, Care & the Human Side of Hospitality]]>In this second episode with Paulo de Tarso, we go deeper into what it really takes to build and sustain a culture of excellence in hospitality. Paulo shares his philosophy on team care - why feeding your staff well, training them thoroughly, and leading with empathy aren't just nice ideas, but the foundations of a great restaurant.

We explore the realities of opening a restaurant, how to maintain high standards without creating a culture of fear, and why mistakes should be treated as moments for learning rather than failure. Paulo reflects on the role of mentorship and observation in developing people, and how the best service moments come not from rigid process but from genuine human connection.

Warm, honest and full of hard won wisdom, this conversation is a reminder that hospitality at its heart is about people looking after people.

]]>739f12f6-6f31-4052-917a-f10800fec743Fri, 06 Mar 2026 14:52:59 GMT<p>In this second episode with Paulo de Tarso, we go deeper into what it really takes to build and sustain a culture of excellence in hospitality. Paulo shares his philosophy on team care - why feeding your staff well, training them thoroughly, and leading with empathy aren't just nice ideas, but the foundations of a great restaurant.</p><p>We explore the realities of opening a restaurant, how to maintain high standards without creating a culture of fear, and why mistakes should be treated as moments for learning rather than failure. Paulo reflects on the role of mentorship and observation in developing people, and how the best service moments come not from rigid process but from genuine human connection.</p><p>Warm, honest and full of hard won wisdom, this conversation is a reminder that hospitality at its heart is about people looking after people.</p>no01:05:51Paulo de Tarso Part 2: Leading with Heart – Culture, Care & the Human Side of Hospitalityfull<![CDATA[Paulo de Tarso Part 1: From New York to London – The Making of a Maître D]]>In this premiere episode we sit with Paulo de Tarso, a distinguished hospitality leader whose journey spans continents and iconic restaurants. We trace how his early start in New York and Los Angeles shaped his passion for hospitality, what the role of a maître d’ really involves – from welcoming guests and managing front-of-house teams to creating memorable service moments – and how that skillset propelled him into London’s fine-dining scene. Paulo reflects on key moments at The Wolseley, Scott’s Mayfair and Bar Boulud, where he worked with names like Daniel Boulud and built a reputation that would define his approach to service excellence.

]]>https://podcasters.spotify.com/pod/show/elliott-mckay498711172-25e0-48a0-9e3a-52ab75f225e8Wed, 18 Feb 2026 16:22:39 GMT<p>In this premiere episode we sit with Paulo de Tarso, a distinguished hospitality leader whose journey spans continents and iconic restaurants. We trace how his early start in New York and Los Angeles shaped his passion for hospitality, what the role of a maître d’ really involves – from welcoming guests and managing front-of-house teams to creating memorable service moments – and how that skillset propelled him into London’s fine-dining scene. Paulo reflects on key moments at The Wolseley, Scott’s Mayfair and Bar Boulud, where he worked with names like Daniel Boulud and built a reputation that would define his approach to service excellence.</p>no00:59:337Paulo de Tarso Part 1: From New York to London – The Making of a Maître Dfull<![CDATA[From Banking to Fine Dining to SaaS with Dani El Zein (Co-founder of Supy)]]>Dani El Zein’s career has zig-zagged through worlds most people never bridge — banking, fine dining, and now hospitality tech used in over 3,000 locations globally. We get into how his financial brain meets his operator heart, what happens when you scale premium restaurants, and how that led him to build software operators actually want to use. It’s part strategy, part storytelling… and part proper inventory geekery. Wait until you get to the bit about over-portioning mushrooms and matcha. Shoutout to - Supy.io - The Data-Driven Inventory Management Software - Cut Costs, Reduce Waste, & Maximise Profits In Your Multi-Branch Hospitality Business.

]]>https://podcasters.spotify.com/pod/show/elliott-mckay4bc849d5b-31c8-44bd-96b5-ff906adc291eThu, 16 Oct 2025 17:03:06 GMT<p>Dani El Zein’s career has zig-zagged through worlds most people never bridge — banking, fine dining, and now hospitality tech used in over 3,000 locations globally. We get into how his financial brain meets his operator heart, what happens when you scale premium restaurants, and how that led him to build software operators actually want to use. It’s part strategy, part storytelling… and part proper inventory geekery. Wait until you get to the bit about over-portioning mushrooms and matcha. Shoutout to - Supy.io - The Data-Driven Inventory Management Software - Cut Costs, Reduce Waste, &amp; Maximise Profits In Your Multi-Branch Hospitality Business.</p>no00:53:462From Banking to Fine Dining to SaaS with Dani El Zein (Co-founder of Supy)full<![CDATA[4 Decades of Hospitality with Bruce Isaacs]]>We planned to open with a “what this podcast is about” intro. Then we sat down with Bruce Isaacs and changed our minds. Bruce has lived four decades of UK hospitality - starting before casual dining existed, converting pubs into all-day brasseries, co-founding Ed’s Easy Diner, and later diving into learning tech and AI. The stories are huge, the lessons are practical, and the energy is pure Bruce! This is an operator’s masterclass disguised as a conversation.


Produced by Elliott Mckay.

Recorded at 21 Soho.

]]>https://podcasters.spotify.com/pod/show/elliott-mckay48641285c-2682-4fbd-bac3-65780c92fa3dTue, 07 Oct 2025 05:31:00 GMT<p>We planned to open with a “what this podcast is about” intro. Then we sat down with Bruce Isaacs and changed our minds. Bruce has lived four decades of UK hospitality - starting before casual dining existed, converting pubs into all-day brasseries, co-founding Ed’s Easy Diner, and later diving into learning tech and AI. The stories are huge, the lessons are practical, and the energy is pure Bruce! This is an operator’s masterclass disguised as a conversation.</p><p><br /></p><p>Produced by Elliott Mckay.</p><p>Recorded at 21 Soho.</p>no01:13:1114 Decades of Hospitality with Bruce Isaacsfull<![CDATA[Pork Pies & Prompt Engineering with Matt Grimshaw]]>Matt Grimshaw, the founder of Youda and a passionate pub snack enthusiast, joins us to discuss everything from bar snacks and bots to the future of AI in hospitality. The conversation covers topics ranging from pork pies to prompt engineering, exploring how AI agents could play a role in running your business in the near future. A must-listen for anyone curious about how AI can genuinely benefit the hospitality industry.

]]>https://podcasters.spotify.com/pod/show/elliott-mckay4328aa930-0fb5-4212-8d19-22a59463f666Thu, 20 Nov 2025 12:16:56 GMT<p>Matt Grimshaw, the founder of Youda and a passionate pub snack enthusiast, joins us to discuss everything from bar snacks and bots to the future of AI in hospitality. The conversation covers topics ranging from pork pies to prompt engineering, exploring how AI agents could play a role in running your business in the near future. A must-listen for anyone curious about how AI can genuinely benefit the hospitality industry.</p>no01:12:285Pork Pies & Prompt Engineering with Matt Grimshawfull<![CDATA[Maria McCann on Building Iconic Brands with Heart, Soul and High Standards]]>Maria McCann’s story is pure hospitality - starting as a trainer at Hard Rock Café, stepping up through The Living Room, helping launch Shake Shack into the UK, and now shaping the next chapter of Blacklock. We talk about what it takes to grow a brand with heart and soul, leading from the floor up, and how she’s kept that same love for service through every stage of her career.

]]>https://podcasters.spotify.com/pod/show/elliott-mckay414a847f7-464b-4f10-80ba-6df11ba99b8fTue, 16 Dec 2025 07:00:00 GMT<p>Maria McCann’s story is pure hospitality - starting as a trainer at Hard Rock Café, stepping up through The Living Room, helping launch Shake Shack into the UK, and now shaping the next chapter of Blacklock. We talk about what it takes to grow a brand with heart and soul, leading from the floor up, and how she’s kept that same love for service through every stage of her career.</p>no01:17:296Maria McCann on Building Iconic Brands with Heart, Soul and High Standardsfull<![CDATA[Ice and Blue Roll!]]>This one’s just us – Travis and Tom – no guest, no script, just a proper chat. We go back to where it all started – our own routes through hospitality – and talk honestly about what shaped us as operators. We unpack what being a “proper operator” really means, and why that phrase still resonates. It’s part reflection, part therapy, and part reminder that great operations is still about people, pride, and getting the details right – whether it’s ice, blue roll, or how you show up for your team.

]]>https://podcasters.spotify.com/pod/show/elliott-mckay4af29845d-525d-4842-96a8-abb2f24daf68Fri, 24 Oct 2025 09:50:57 GMT<p>This one’s just us – Travis and Tom – no guest, no script, just a proper chat. We go back to where it all started – our own routes through hospitality – and talk honestly about what shaped us as operators. We unpack what being a “proper operator” really means, and why that phrase still resonates. It’s part reflection, part therapy, and part reminder that great operations is still about people, pride, and getting the details right – whether it’s ice, blue roll, or how you show up for your team.</p>no01:00:593Ice and Blue Roll!full<![CDATA[Natasha Waterfield on Building Tribes and Turning Culture into Performance]]>Natasha Waterfield’s career doesn’t follow the usual path - from starting in the engineering industry to HR, then on to both the People director and COO seats at The New World Trading Company. We talk about what really happens when you move from the people team to the operations floor, how leadership changes when you’re the one making the calls, and why she’s always wanted to be where it actually happens - not just supporting from the side.

]]>https://podcasters.spotify.com/pod/show/elliott-mckay4f9ae8b8c-eb95-450b-a4ab-2fd7adb66327Fri, 07 Nov 2025 09:00:00 GMT<p>Natasha Waterfield’s career doesn’t follow the usual path - from starting in the engineering industry to HR, then on to both the People director and COO seats at The New World Trading Company. We talk about what really happens when you move from the people team to the operations floor, how leadership changes when you’re the one making the calls, and why she’s always wanted to be where it actually happens - not just supporting from the side.</p>no01:07:064Natasha Waterfield on Building Tribes and Turning Culture into Performancefull