Captive Conversations, The Hospitality Podcast

The 15-Second Moment

Mention loyalty in hospitality and many operators immediately think discounts, points cards, and race-to-the-bottom promotions. But what if we’ve been thinking about loyalty all wrong? In this solo episode, Georgina explores why loyalty has a branding problem, why true loyalty has nothing to do with vouchers, and what actually makes guests want to come back.  

The conversation centres around what Captive WiFi calls the “15-second moment” — the short window when a guest first connects to WiFi, before they’ve even looked at the menu. Georgina explains why this is one of the most overlooked opportunities in hospitality and how venues can begin building meaningful guest relationships from the very start of the visit.

Along the way, she shares the story of Regency Club, explores the difference between loyalty and belonging, and explains why the venues guests return to most often are the ones where they feel seen, remembered and known.

#Hospitality #GuestExperience #CustomerLoyalty #RestaurantMarketing #HospitalityTech #CaptiveWiFi #CaptiveConversations

In this episode of Captive Conversations, Adam sits down with Pete Hurley from Well Seasoned for a wide-ranging conversation about hospitality careers, operator pressure, fragmented tech and the rise of fractional talent.

Pete shares how his journey moved from washing dishes in a country pub to building an early meal kit business, pivoting into outside catering, taking on a modern art gallery café, restaurant and events operation, and eventually building Well Seasoned. It is a story full of learning curves, customer demand, operational chaos and the kind of real-world adaptability hospitality is built on.

The episode explores why platforms still need to talk to each other, why hospitality teaches skills you cannot learn in a classroom, why operators increasingly need “outside eyes”, and how Well Seasoned is helping businesses find practical specialists for specific problems.

#hospitality #hospitalitytech #restaurantoperations #fractionaltalent #restaurantindustry #wellseasoned #captiveconversations

This episode almost didn’t happen.

Adam had a client call he had to jump onto, the podcast still needed to go out, and Georgina stepped in last minute to record what was originally written as Adam’s second solo episode.

And honestly… she absolutely smashed it.

In this episode of Captive Conversations, Georgina explores one of the biggest missed opportunities in hospitality: what happens after the guest leaves.

Most operators collect guest data.
Very few use it in a way that feels human.

“The goal of a welcome journey is simple: make the guest feel remembered.”

From walk-in guests and WiFi data capture to CRM Live Lookup, personalisation, and guest recognition, this episode breaks down why the first 7 days after a guest interacts with your brand matter more than most hospitality businesses realise.

The conversation also dives into:
• Why walk-in guests are often invisible
• Why most welcome emails fail
• Recognition vs transactional marketing
• Live guest dashboards and personalisation
• Gamification, feedback and CRM integrations inside CaptiveWiFi

A very real, very human episode about hospitality, teamwork and building technology that helps guests feel remembered.

#hospitality #guestexperience #crm #restaurantmarketing #hospitalitytech #wifi #loyalty #captiveconversations

In this episode of Captive Conversations, Adam sits down with Claire Reid, a marketing consultant with a career that spans hospitality, charity communications, brand building, feedback, data, internal culture and coffee.

Claire shares how her early experiences in cafés, retail, charity communications and Wood Street Coffee shaped the way she thinks about hospitality. The conversation explores why marketing and operations need to work together, why feedback should be treated as the voice of the guest, and why the best hospitality often comes down to something much harder to measure: how a place makes people feel.

From Dishoom and Wood Street Coffee to freelance life, local marketing, data storytelling and the importance of not diluting a brand as it grows, this is a warm, honest conversation about building hospitality brands that feel human.

#hospitality #marketing #guestexperience #operations #restaurantmarketing #data #captiveconversations

In this episode of Captive Conversations, Adam sits down with Kevin to explore what it really takes to turn data into meaningful hospitality experiences.

From his early career in consulting to leading digital transformation at one of the largest restaurant groups in the US, Kevin shares a rare behind-the-scenes look at how systems, data, and people come together in real operations. From fragmented tech stacks to enterprise-wide transformation, this is a story of complexity, challenge, and learning.

At the heart of the conversation is a simple but powerful truth. Recognition matters. As Kevin puts it, “When someone says, welcome back in… it’s great to see you… that just sets the tone.” The episode explores how businesses can move beyond collecting data to actually using it, and why adoption, trust, and usability are what ultimately drive results.

#hospitality #restaurants #data #guestexperience #crm #loyalty #technology

The journey into content does not always start with a strategy.

Sometimes it starts with curiosity.

In this episode of Captive Conversations, Adam Forman sits down with Thomas, founder of Fearless Media, to explore how starting young and learning through doing can shape a career in content and business. From making videos at 12 to building a creative agency, this is a conversation about consistency, experimentation and long-term thinking.

The episode dives into how content creates goodwill, builds relationships and opens doors over time. It also explores how different platforms play different roles, and why brands that show up consistently have an advantage.

For hospitality businesses, this is a powerful reminder that connection starts before the visit. Content is not just marketing. It is relationship building at scale.

#hospitality #marketing #content #socialmedia #growth #captiveconversations

Big things just dropped at CaptiveWiFi.

In this episode Adam Forman walks through the most significant platform update in CaptiveWiFi's history. No guests, no interviews — just a straight-talking rundown of everything that has just shipped and what is coming next.

Covered in this episode: the Live Guest Dashboard, built after a conversation with Ben Heppell from Aqua Restaurant Group, now pulling in real-time spend data, loyalty points, CRM tags and a VIP triage from SevenRooms, ResDiary, Airship, Me&U and Klaviyo. A major feedback upgrade with new templates, emoji ratings, WhatsApp and SMS delivery, and SevenRooms feedback reporting. Competitor analysis against up to five locations. Fully branded scheduled email reports. Two brand new WiFi portal designs. And gamification — scratch cards, spin to win and shake to reveal, with live voucher integrations from Airship and Square.

If you work in hospitality and you want to know what connected guest data actually looks like in practice right now, this is the episode to start with.

#CaptiveWiFi #HospitalityTech #GuestExperience #Gamification #GuestData #ProductUpdate #CaptiveConversations

What does it actually take to bring a guest back? Not through aggressive re-targeting or bulk email sends, but in a way that fits inside a premium hospitality experience and makes the guest feel genuinely valued?

In this episode, recorded live on stage at HT360 at ExCeL London, Adam Forman sits down with Ben Heppell, Global Digital Marketing Director at Aqua Restaurant Group.

They talk about the repeat guest challenge that sits at the centre of Ben's role, why ecommerce tactics do not translate into premium dining, and what changes when you start connecting WiFi visit data to your reservation and CRM systems. Ben also shares how Aqua changed the way they measure repeat guest rate and what that revealed about the real problem underneath a metric that looked fine on the surface.

A grounded, honest conversation from a practitioner doing this work in real venues, in real time.

#CaptiveConversations #HospitalityMarketing #GuestRetention #HospitalityTech #CaptiveWiFi #RepeatGuests #HT360

The guest journey doesn’t start at the door anymore.

It starts long before that.

In this episode of Captive Conversations, Adam Forman sits down with Natalie Dunning, CEO and Founder of Kitch, to unpack how hospitality is changing and why brands need to rethink how they attract, understand and retain their guests.

From data and CRM to TikTok, discoverability and automation, Natalie shares a clear view of where the industry is heading. This is a conversation built on real experience, from growing up around restaurants to building a business focused on helping hospitality brands connect the dots between marketing, operations and guest behaviour.

What stands out is how much has shifted.

Guests are discovering brands in completely different ways. Loyalty is no longer just about points. And the brands that are winning are the ones thinking more like ecommerce, building relationships before a guest even walks through the door.

This episode is a reminder that hospitality is still about people.

But understanding those people now starts much earlier.

#hospitality #guestexperience #marketing #crm #restaurants #data #captiveconversations

In this episode of Captive Conversations, Adam Forman sits down with Chloe Dodd and Alex O’Reilly, two people I’ve known for a while now and whose journey in hospitality is seriously impressive.

From nightclubs and bar floors to national sales roles and multi-site operations, this is a conversation built on real experience. Not theory. Not guesswork. Just years of being in it, figuring it out and now helping other businesses do it better.

We get into where hospitality is still getting it wrong. Missed enquiries, slow responses, teams not aligned and how simple things are still costing operators real money.

There’s also a lot of honesty in this one. About taking risks, backing yourself and why experience across both ops and sales gives you a completely different perspective.

If you’re in hospitality, this will feel very familiar.

And probably a little uncomfortable in the right way.

#hospitality #guestexperience #restaurants #sales #operations #captiveconversations

In this episode of Captive Conversations, Adam Forman sits down with Catherine Gwynne, founder of 2G Design and Build, to explore the psychology behind hospitality design.

Catherine shares her journey from travelling the world in the drinks industry to building a hospitality design company focused on how spaces truly work. The conversation dives into why the best venues start with people, not aesthetics, and how staff experience directly shapes the guest experience.

They explore the importance of flow, acoustics, atmosphere and emotional connection in hospitality spaces, and why operators must design environments that create memories if they want guests to return.

A fascinating conversation about the intersection of hospitality, culture and design.

#hospitality #restaurantdesign #guestexperience #hospitalityindustry #restaurants

In episode 85 of Captive Conversations, Adam speaks with Yaro Tsyhanenko about the hidden blind spot in modern hospitality: the pickup counter.

From building marketplaces in Ukraine to shutting down businesses when the war started, and rebuilding in the US, Yaro shares his journey and the operational problem that caught his attention. The gap between digital ordering systems and real-world pickup.

This episode explores timing, order accuracy, promise time performance, and why “completed” is not the same as “collected.” A must-listen for operators serious about growth and efficiency.

#hospitality #restaurantoperations #delivery #guestexperience #hospitalitytech #pickup #digitalordering

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

In this episode of Captive Conversations, we're sharing a powerful panel discussion from PUB Spotlight 2026: "The Pub Customer Perspective."

Featuring Laurence Brown (Head of Insights, Stonegate), Louise Fleming (Head of Guest & Retail Insights, Punch Pubs), and Kiran Quinn (Group Marketing Director, Red Cat Hospitality), moderated by Jo Lynch from KAM Insights.

This insightful session explores how consumer behaviour is shifting in the hospitality industry, what customers really want from their pub experience, and how venues can adapt to meet changing expectations in an increasingly challenging economic climate.

Recorded live at PUB Spotlight 2026, this discussion brings together industry leaders sharing real-world insights on customer engagement, loyalty, and the future of the pub sector.

Huge thanks to KAM Insights for organizing this incredible event and to Inntegra for their exceptional work behind the scenes making PUB Spotlight 2026 possible.

#PubSpotlight #pubspot26 #HospitalityIndustry #PubLife #CaptiveConversations #Podcast #HospitalityPodcast #CustomerExperience

In this episode of Captive Conversations, Adam Forman sits down with Rosie Lewis-Marsh, the London Hospitality Girl, to talk about sales, booking journeys, and why hospitality overcomplicates the things that should be simple.

Rosie breaks down decision-making inside teams, the fear of automation, and the cost of slow response times. From shorter booking windows to conversion and automation, she shares a grounded view of what operators can fix quickly without losing the human side of hospitality.

#hospitality #hospitalitysales #guestexperience #restaurantindustry #captiveconversations #hospitalityleaders

In this episode of Captive Conversations, Adam Forman sits down with Massimo from Restaurant Keys to explore what it really takes to build, grow, and scale hospitality brands without losing their soul.

Massimo shares his experience working with operators across the UK and internationally, from opening restaurants from scratch to helping brands expand nationally and abroad. The conversation covers relevance in marketing, the importance of listening to teams on the floor, and why hospitality remains a deeply human business.

They also discuss how technology, design, and operational flow should support people rather than replace them, and why comfort, familiarity, and emotional engagement are becoming more important for guests.

#hospitality #restaurantindustry #guestexperience #peopleandculture #hospitalityleaders #captiveconversations

The final episode of 2025. What a year it's been.

In this one, Adam sits down with Oliver Pugh, founder of Yeti Pay, and Chris Jolliffe, their Sales Director, to explore how a simple observation about tipping behaviour sparked a payments revolution.

It started with a question most people never ask. When a guest leaves a tip on a card, why doesn't the waiter feel it? Oliver noticed this disconnect years ago. And instead of accepting it, he built something to fix it. The result? Tips went up 300%.

From the early days of Table Yeti to winning BrewDog and building embedded payments infrastructure, Oliver and Chris share the realities of competing in a crowded market by doing things differently.

This is a conversation about listening before building, enabling partners instead of competing with them, and why hospitality deserves payments that actually feel different.

Thank you to everyone who listened this year. Here's to 2026. 🎧

#CaptiveConversations #YetiPay #HospitalityPayments #EmbeddedFinance #FinTech #Hospitality

As the year comes to a close, Episode 80 of Captive Conversations takes a step back to reflect on how hospitality makes decisions.

Adam speaks with Mark from Tenzo about why instinct alone is no longer enough, how operators are overwhelmed by dashboards, and why better data frameworks matter more than more reports.

They explore how context, experience, and curiosity still play a critical role, and how AI can support teams without losing the human side of hospitality.

A grounded conversation for anyone thinking about how to approach the year ahead. ✨

#hospitality #hospitalitytech #restaurantdata #leadership #captiveconversations

In this episode of Captive Conversations, Adam sits down with Jonatan from All Gravy to explore how frontline technology can feel more human, more supportive and far more connected to the reality of hospitality work.

Jonatan shares the story of his early career, the leaders who shaped him, and the moment he realised frontline teams were being asked to juggle seven or eight different apps just to get through a shift. He explains how that insight led All Gravy to pivot, rebuild and create a single platform focused on communication, learning and engagement.

They also explore the future of AI for frontline teams, the importance of real service, why user research came before sales, and what hospitality truly needs to support retention and development.

A warm, thoughtful and practical conversation for anyone shaping the future of workforce tech.
#hospitality #allgravy #peopletech #frontlineteams

In this episode of Captive Conversations, Adam sits down with Rosie Akenhead to explore one of the biggest challenges facing hospitality today: the covers problem. Rosie describes how changing guest behaviour, home comforts and broader societal pressures have reshaped the way people choose to dine out. She also reflects on the emotional weight this places on teams who are still expected to deliver energy and inspiration every day.

Rosie draws on her experience in both tenanted and managed pubs to explain the realities of supporting operators, balancing brand consistency and enabling local creativity. She shares practical insight into CRM transformation, booking journey improvements and the value of simple, thoughtful personalisation such as avoiding irrelevant content for the wrong audience.

Together they explore:

✔ Why covers feel unpredictable and what drives guest behaviour

✔ The difference between tenanted and managed pub challenges

✔ How disconnected marketing creates confusion for guests

✔ What Rosie learned from implementing full CRM and data journeys

✔ Why simple personalisation still matters more than complex automation

✔ The moment she realised it was time to build her own business

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Packed with honest insight for operators, marketers and CRM teams, this episode highlights the human and operational realities behind modern hospitality.

#HospitalityMarketing #CaptiveConversations #GuestExperience #HospitalityTech #CRM #HospitalityStrategy #RestaurantTech #OperatorLife

In this episode of Captive Conversations, Adam sits down with Edd Bower, Data Lead at Guestwise, to explore how hospitality can turn scattered information into clear, actionable guest insight. Edd draws on his journey from the creative world into data operations to explain why most brands struggle with disconnected platforms, limited visibility and inconsistent feedback loops.

Edd reveals how guest data often lives in many different systems that do not speak to each other. He explains why this creates missed opportunities for personalisation and why operators need a realistic path toward a single customer view. With a background in analytics, CRM support and hospitality data design, he brings a practical and grounded perspective on what operators can achieve today.

Together they dive into:

✔ Why only a tiny percentage of guests leave feedback and what that meansEdd Bower - How Operators Can Personalise at Scale

✔ How bookings, CRM, loyalty and feedback can work together

✔ The daily digest method that helps teams prepare for key guests

✔ What a real single customer view looks like in hospitality

✔ How smaller operators can benefit from simpler automation

✔ Why data should empower teams to deliver more human hospitality

Packed with practical insight for hospitality operators, marketers, CRM teams and anyone working to improve guest experience, this episode highlights how connected data can transform service, communication and loyalty.

#HospitalityData #CRM #Guestwise #SingleCustomerView #GuestExperience #HospitalityTechnology #CaptiveConversations #HospitalityStrategy #DataIntegration #HospitalityMarketing #RestaurantTech #OperatorLife

In this episode of Captive Conversations, Adam sits down with Simon Anderson — hospitality consultant, co-founder of Market Halls and founder of Next Space — to explore how food halls, regeneration projects and community-driven design are reshaping the UK’s high streets.

Simon reveals how vacant department stores, declining footfall and post-COVID shifts in behaviour have created both risk and opportunity for towns and cities. With a background spanning Saatchi & Saatchi, publishing, and large-scale hospitality operations, he offers a rare mix of creative thinking and real operational clarity.

Together they dive into:
✔ How food halls can spark economic revival and uplift property values by 10–14%
✔ Why collaboration between councils, developers and operators is the “missing ingredient”
✔ The difference between a successful food hall and a big empty space filled with traders
✔ How co-living, co-working and hybrid venues will shape the next era of hospitality
✔ The danger of over-relying on social media and why storytelling still wins
✔ What operators can learn from brands like Curb, Blend Family, Dishoom and Time Out
✔ The biggest mistakes in regeneration — and how to avoid them

Packed with insight for hospitality operators, developers, marketers, councils and anyone involved in place-making, this episode explores how food, culture and community can breathe life back into towns and cities across the UK.

Keywords: food halls, urban regeneration, Market Halls, hospitality innovation, place making, high street recovery, Captive Conversations, hospitality strategy, community-led design, Next Space

In this episode of Captive Conversations, Adam speaks with Ed Christmas, Managing Director of Bums on Seats — one of the most influential voices in hospitality sales, bookings, and operational efficiency.

Ed shares how fragmented systems, under-utilised CRMs, and broken booking processes quietly drain revenue — often up to 30% of business turnover due to inefficiencies alone. 

Together they explore:

✔ The leaking bucket analogy and how brands can immediately plug revenue gaps 

✔ Why “tech should only enhance, never replace” in hospitality 

✔ How to streamline enquiry management and pre-booked sales

✔ What operators should do before investing in new marketing or paid ads

✔ The future of bookings, benchmarking and data-driven decision-making

✔ Ed’s new AI-powered tool Heidi, now live in 50+ venues, built to give operators real-time clarity on performance, forecasting and conversions 

This episode is packed with practical insights for restaurant groups, pubs, bars, competitive socialising venues, and hospitality marketers looking to drive measurable results.

Keywords: hospitality bookings, restaurant CRM, Bums on Seats, hospitality data, pre-booked sales, restaurant marketing, Captive Conversations, hospitality tech, operational efficiency

From pulling pints in Welsh pubs to building one of hospitality’s most connected marketing communities — Glenda Barber shares her journey from Brains Brewery to Bloom Marketing and the creation of Team Marketing IRL.

In this Captive Conversations episode, Glenda and host Adam Forman explore how hospitality marketers can build authentic communities, foster collaboration, and create meaningful customer connections.

💬 Topics:

• Hospitality marketing trends for 2025

• How to build a marketing community that lasts

• The power of empathy in branding

• What Team Marketing IRL means for the industry

#HospitalityPodcast #BloomMarketing #CaptiveConversations #HospitalityMarketing #MarketingCommunity

Two engineers. One mission: make dining safe for everyone.

In this episode, Adam chats with Eve and Alana, founders of Served, the tech company redefining allergen transparency across hospitality. From their early research at university to partnerships with Dishoom, Techstars, and Hawksmoor, they’re showing how empathy can drive innovation.

🎧 Topics:

• Highlights:

  💡 Turning lived experience into scalable hospitality tech

  🍽️ Working with over 100 restaurants to perfect the product

  📊 Why 40% of orders include allergens — and what that means for brands

  ⚙️ Behind the scenes at Techstars and their US journey

  ❤️ Making dining out safe, inclusive, and joyful again

📈 Fun fact: 40% of restaurant orders now include allergy notes — and Served is helping teams handle that confidently.

If you work in hospitality or just love eating out safely, this one’s for you.

#ServedApp #CaptiveConversations #HospitalityInnovation #FoodAllergies #TechForGood

In this episode of Captive Conversations, Adam Foreman sits down with Matt Serwin, Director of Partnerships at Klaviyo, to discuss how hospitality operators can use data to truly understand their guests.

💡 Highlights:

• How Toast and OpenTable data power personalisation

• Why first-party data is the foundation of real loyalty

• What AI means for guest experience

• How to shift from vanity metrics to actionable insight

🎙️ “Data should make marketing smarter, not harder.”

Listen on Spotify, Apple Podcasts, or wherever you get yours.

#CaptiveConversations #HospitalityTech #Klaviyo #CRM #DataInsights

.In this episode of Captive Conversations, I sit down with Charlton Santana, founder of HeyGuest, to explore how messaging, automation, and AI are quietly rewriting the rules of hospitality.

From working front-of-house to building a platform used by hotels and short-term rentals, Charlton shares how he turned guest frustrations into a product that serves teams and guests equally.

We talk about:

💬 Why messaging is becoming the new front desk

🤖 How AI removes repetition — not humanity

🧠 The danger of “data wallpaper” and forgotten feedback

✨ Why your loyal guests should be your focus group

🌍 Benchmarking innovation outside the hospitality bubble

Quote to remember:

If you’re in hotels or hospitality tech and want to evolve how you communicate, this one is full of real, actionable insight.

🎙️ Follow Captive Conversations for more honest talks with the people building the future of hospitality.

“Guests don’t want another app — they just want an answer, fast.”

Better Conversations, Not More Apps.

In this episode of Captive Conversations, Adam Forman chats with Guy Weiss about the chaos of communication — and how ZenZap is bringing calm, clarity, and connection back to workplace messaging.

From noisy notifications to meaningful moments, we unpack:
• The real reason internal comms fail
• How AI can help teams breathe, not burn out
• Why simplicity always wins in complex industries
• How to build tech that listens instead of shouting

💡 Quote from Guy:

“Technology should feel like teamwork, not traffic.”

🎧 Listen now on Spotify — and if you’ve ever felt buried in messages, this one’s for you.

#CaptiveConversations #ZenZap #Messaging #TeamCulture #HospitalityTech

Richard Liverman: Brand DNA & The Power of Ambassadors

What do food, stories, and ambassadors all have in common? They’re at the heart of building brands that last.

In this episode of Captive Conversations, I sit down with Richard Liverman to talk about:

✨ Why brand DNA is more powerful than just marketing

✨ The role of ambassadors in scaling businesses

✨ Why curiosity is key for growth

✨ His challenge to hospitality: stop saying “we’ve always done it this way”

And of course – his reminder to all of us: “Don’t be boring. Be a little more amazing.”

🎙️ Episode 68 of Captive Conversations welcomes Olivia FitzGerald, Managing Director of 125 Data & Insights.

Olivia shares her journey from:

✅ Early days in hospitality at Quaglino’s

✅ Scaling online reservations at Livebookings & Bookatable

✅ Leading sales & marketing at Zonal

✅ Running B2B at Majestic Wine

✅ Transforming Feed It Back into 125 Data & Insights

Key themes we cover:

• Why operators must be brave enough to really listen to customers

• The danger of vanity metrics vs. actionable insight

• How AI and advisory boards are shaping the future of guest experience

• Why acquisition is expensive — and retention is where the value lies

📢 Quote:

“Feedback is the start. Insights are where the growth happens.”

🎧 Listen on Spotify, watch on YouTube, and follow Captive Conversations for more industry stories.

In this episode of Captive Conversations, I sit down with Victoria Searl, founder of DataHawks, to unpack her career from running pubs at 18, to senior sales & marketing leadership, to building a platform designed to turn hospitality data into action.

We cover:

✅ Early lessons from running pubs and learning ops the hard way

✅ Sales and marketing at major brands under private equity pressure

✅ Why operators collect endless data but struggle to act on it

✅ Building DataHawks to help operators focus on what really matters

✅ How to balance people, process, and tech in hospitality

💡 Standout quote: “Hospitality is easy when everything’s going well. Real hospitality is tested when something goes wrong.”

If you’re in sales, ops, or tech, this one’s packed with nuggets of genius.

🎙️ Catherine Allen on Selling with Empathy & Building Stereo

In this episode of Captive Conversations, Adam chats with Catherine Allen, sales leader turned founder, about building Tidr, a new tool for sales enablement in hospitality.

From her early days doing cold outreach at Trail to launching her own platform, Catherine shares what she’s learned about earning trust, finding product-market fit, and growing with grit.

🔥 Highlights:

• How rejection shaped her sales mindset

• Building relationships over transactions

• Why most outreach fails (and how to fix it)

• Stereo’s vision: empowering teams from the inside

• What ops people actually want from tech

💡 “You get one shot to show up as someone useful, not annoying.”

If you’re in SaaS, hospitality sales, or ops, this episode is a must.

#CaptiveConversations #HospitalitySales #Stereo #Startups #HospitalityTech

Welcome back to Captive Conversations. In this episode, I’m joined by Reiss and Louise from Set Menu—a platform that’s quietly becoming a must-have in the hospitality tech stack.

💥 We talk:

• How menus get out of sync across delivery & booking platforms

• Why most operators still rely on spreadsheets and manual fixes

• Building Set Menu with real operators, not just devs

• The future of brand control, from third-party listings to guest experience

💡 One standout quote:

“Our biggest competitor isn’t another tech tool—it’s the spreadsheet.”

📱 Learn more about Set Menu: https://setmenu.com/

#CaptiveConversations #SetMenu #HospitalityTech #RestaurantOps #MenuManagement #DigitalMenus #HospitalityInnovation

In this episode of Captive Conversations, I sit down with Jack Edge, founder of Edgey, to explore his journey from hospitality operations into the world of branding and creative strategy.

We dig into the real lessons from running venues, why operators need to think like lifestyle brands, and how storytelling is becoming the missing link in guest experience.

In this episode, we cover:

✅ What Jack learned from years in operations

✅ Why branding and storytelling are as important as great service

✅ The birth of Edgey and its mission to reshape hospitality marketing

✅ How retail and lifestyle brands can inspire hospitality

✅ The future of creative storytelling in a digital-first industry

💡 One standout quote:

If you’re an operator, marketer, or creative, this one’s packed with insights on how to build brands that stand out and connect with guests.

“If you don’t tell your story, someone else will — and it might not be the version you want out there.”

Hospitality lives and dies by its operations. Few people know that better than Gary Digby, who’s built a career leading multi-site venues and now runs his own consultancy.

In this episode of Captive Conversations, we talk about:

✅ Why operations are the backbone of every hospitality business

✅ The common pitfalls operators face – and how consultancy can help

✅ Where AI and tech can genuinely add value

✅ Gary’s own journey from operations to consultancy

If you’re an operator, leader, or consultant in hospitality, this episode will give you practical insights you can use today.

Gary’s Answers

🔥 Best Hospitality Experience:  Ivan Ramen

🔥 Best Hospitality Tech: TipJar, Nory, aquaint, Lightspeed

🔥 Best Restaurant:  After a huge hike in Turkey, Corner Store serving awesome Rotisserie Chicken

🔥 Best Burger: Shake Shack NYC, BLT NYC

🔥 Best Hotel: The Hoxton Chicago

#Hospitality #CaptiveConversations #HospitalityConsultancy

In this episode of Captive Conversations, I sit down with Lee Niles, a hospitality tech veteran who’s been driving digital transformation for over 25 years.

We cover:

• ✅ The evolution from old-school PDQ machines to cloud-based systems
• ✅ How operators can simplify their tech stacks without losing performance
• ✅ Why Melford Technologies is the “quiet partner” behind successful venues
• ✅ The future of guest experience in a tech-first world

If you’re an operator, supplier, or just love hearing how technology changes industries, this is for you.

📌 Subscribe for more conversations with the people shaping hospitality’s future.

#HospitalityTech #MelfordTechnologies #CaptiveConversations

🎙️ Why Pubs Still Matter — Building Community-First Hospitality at Scale

In this episode of Captive Conversations, Adam sits down with Daniel Keen from Urban Village Pubs to talk about the enduring role of pubs, leadership through growth, and what happens when you build around people first.

In this episode:

• 🍺 What makes the local pub such a powerful space — especially post-COVID
• 📊 Using data to support teams and guests (not micromanage)
• 🌱 How to grow hospitality brands without losing the magic
• 🗣️ Why team feedback is better than any mystery shopper

Daniel shares hard-earned insights from a career in hospitality finance, operations, and people-first leadership — offering real, actionable wisdom for anyone building a brand with heart.

#CaptiveConversations #HospitalityLeadership #UrbanVillagePubs #CommunityBusiness #PubStrategy #HospitalityGrowth

🎙️ Solo Episode 2: The CRM Graveyard

In this solo episode, Adam Forman dives into the uncomfortable truth behind most customer databases — they're full of unused potential.

You'll learn:

• What the “CRM graveyard” really is (and why it's so common)
• Why data collection isn’t enough without engagement
• How to audit your customer journey in 10 minutes
• Why segmentation matters more than ever

• What tools and experts can help reactivate dormant data
• 
  

💬 With a few personal stories and shout-outs to brands doing it right (hello, Rosa’s Thai), this episode is packed with takeaways and no fluff.

Your CRM isn’t dead — it’s just asleep. Let’s wake it up.

Hosted by: Adam Forman | Captive WiFi

Adam's First Solo Pod

Welcome to Captive Conversations — the podcast where hospitality meets technology. In this first solo episode, Adam Forman (founder of Captive WiFi) talks through:

• His 20+ year journey in hospitality tech
• Why WiFi is the most under-used marketing tool
• Real-life automations that drive return visits
• What 95% opt-in rates actually mean
• New features like nationality detection & single sign-on

💡 Featuring examples from real brands like YOLK, Honest Burgers and more — this episode is packed with practical takeaways and some honest, slightly chaotic solo energy.

Like, follow and subscribe — more epic guests coming soon!

The local visibility game in hospitality is broken,  but it doesn’t have to be.

In this episode of Captive Conversations, we discuss local listings, menus, and guest experience with one of the sharpest marketing minds in the business.

Kelsey from Marqii joins the show to share:

✅ Why most brands are still missing the basics when it comes to local SEO

✅ How digital presence connects directly to in-store guest experience

✅ What she’s learned helping hundreds of operators clean up their listings and reviews

✅ The small tweaks that create massive impact across search, social, and discovery

✅ Why partnerships (not platforms) are the secret to scaling with success

This one is for every operator, marketer, or founder who wants to win the battle for digital attention,  and turn it into real-world loyalty.

Thanks to Kelsey for bringing the energy, know-how, and real-world wins to the mic. Loved this one.

Kelsey's Answers

🔥 Best Hospitality Experience:  An Enoteca in Bolongia

🔥 Best Hospitality tech: Mentioning Bikki , Ovation, PopMenu

🔥 Best Restaurant: Travelling Mercys, Denver

🔥 Best Burger: Heidi’s House by the side of the Road

🔥 Best Hotel: Any hotel with a robe LOL

#HospitalityMarketing #DigitalPresence #Marqii #CaptiveConversations

In this episode of Captive Conversations, we sit down with Christophe and Angus from StoreKit to dive into the future of digital ordering, why some platforms slow you down, and how StoreKit helps operators stay lean, agile, and guest-focused.

We cover:
✅ What operators actually need from their tech✅ Why speed and flexibility beat bloated platforms✅ The evolution of StoreKit’s checkout and at-table tools✅ And why empowering the guest doesn’t mean replacing the team

This one’s for any brand rethinking at-table ordering, guest UX, or the role of modular tech in modern venues.

👋 Shoutout to the brilliant StoreKit crew, excited to see what’s next.

Podcast Answers

🔥 Best Hospitality Experience: The Tides Restaurant, Barbados & The Mall Tavern

🔥 Best Hospitality Tech:  Hospitality Tech Consultants Helping Operators

🔥 Best Restaurant: Granger & Co - Blacklock

🔥 Best Burger: Black Bear Burger & Honest Burgers 

🔥 Best Hotel: La Loma Jungle Lodge & A guest house in Greece

👉 Listen now and subscribe to hear more behind-the-scenes chats with leaders shaping hospitality.

#CaptiveConversations #HospitalityTech #StoreKit #GuestExperience #RestaurantInnovation #QROrdering #DigitalDining

Two standout panels from TISSL’s Tech Tastings: Beyond the Till event hosted by Tech on Toast’s Chris Fletcher.

🎙️ Panel 1: “Beyond the Rush: Unlocking Consistent Revenue”
Daisy from JKS and Bex from Wolseley Hospitality reveal how marketing, loyalty, and brand touchpoints drive steady growth outside of peak service.

🎙️ Panel 2: “At-Table Tech: Friend or Foe?”
Christophe from StoreKit, Travis Fish from Ops Club, and William Connors break down what’s working (and what isn’t) with QR code ordering, adoption strategy, and making tech work with humans—not against them.

A must-listen if you care about blending people, process, and product to elevate hospitality.

In this episode of Captive Conversations, we sit down with Nick Philpot, MD of Yolk—London’s fast-growing breakfast, brunch, and coffee brand.

Nick shares how Yolk has built a loyal fan base through consistency, simplicity, and a deep understanding of customer experience. We talk about:

• The Yolk ‘Brew Club’ and how it builds daily habits

• Scaling a brand without losing its soul

• Balancing tech with old-school hospitality

• The power of great people in fast-casual environments

• Why you don’t need to reinvent the wheel to stand out

Whether you're in hospitality, branding, or just love a great story—this episode is packed with insights.

💡 Don’t forget to subscribe for more founder stories and behind-the-scenes hospitality chats.

#YolkLondon #CoffeeCulture #CaptiveConversations

Bal Mahey’s story reads like a hospitality survival manual.

From launching Shake Shack in the UK to leading Subway and by CHLOE through turbulent growth, he’s seen it all. Now, through Auden Hospitality, he’s helping brands avoid the same scars.

We talk:

• Growing too fast and breaking everything

• Culture clashes in high-growth teams

• Loyalty, CRM, and why ops is marketing

• Building better systems for the people actually using them

This one’s raw, real, and full of practical gold.

🎧 Listen now and subscribe for more unfiltered conversations from the heart of hospitality.

Bal’s Podcast Answers

🔥 Best Hospitality Experience: KOL

🔥 Best Hospitality Tech: Bizimply & Supy 

🔥 Best Restaurant: Fonda & Cafe Mondo 

🔥 Best Burger: Burger & Beyond

🔥 Best Hotel: Selina Hotel Brighton

🏷️ Brands Mentioned

Auden Hospitality

Shake Shack 

by CHLOE

#CaptiveConversations #SpotifyPodcasts #HospitalityGrowth #BalMahey #TeamCulture #CRM #AudenHospitality