Hospitality Mavericks Podcast Show

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
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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

In this episode, Michael engages in a fascinating conversation with Jack Stack, a pioneer of open book management and the author of 'The Great Game of Business.'
Jack shares his journey from working for a Fortune 500 company to turning around a factory on the brink of closure through employee buy-in and financial transparency. He discusses the importance of teaching employees to understand financial statements and the mechanics of business to create a sense of ownership and drive success.
The conversation highlights how open book management has been implemented in various industries, including hospitality and manufacturing, leading to improved employee engagement, productivity, and company profitability. Jack also touches on the expansion of these principles globally and the future direction towards digitalizing these training processes for broader reach and impact.
Connect with Jack:

Books
https://www.amazon.co.uk/Great-Game-Business-Sensible-Company/dp/1781251533/ref=sr_1_1?crid=12LO8KHUQ4X6C&dib=eyJ2IjoiMSJ9.l14EYCEUXQeMGe266YAfUsufnURJZmZtpRVe5tQj54T3dV9QDF0a00xGZgV5DveZelu8kMgJLP_yDc7YAmg8CRzO2_HojgaTCWrTrFJlDkQ8ajBs-OFDdhOSHfIpepV4FE6FRplqa_qAMm2ht0a6kMLemdfY1lJgf-iwxlEY93G8qVbTXjm1rOBOsto5WczajL8D9Y6ypPXuB4jJmDqMT8Nsu-Hxj80PuT039d9wRPU.lJlqC6wR8JcHIusRIX8oF99ySnXDO1Vhovk3_jbIs_s&dib_tag=se&keywords=jack+stack&qid=1770065971&s=books&sprefix=jack+stack%2Cstripbooks%2C119&sr=1-1
https://www.amazon.co.uk/Stake-Outcome-Building-Ownership-Long-Term-ebook/dp/B004SOVCJW/ref=sr_1_2?crid=12LO8KHUQ4X6C&dib=eyJ2IjoiMSJ9.l14EYCEUXQeMGe266YAfUsufnURJZmZtpRVe5tQj54T3dV9QDF0a00xGZgV5DveZelu8kMgJLP_yDc7YAmg8CRzO2_HojgaTCWrTrFJlDkQ8ajBs-OFDdhOSHfIpepV4FE6FRplqa_qAMm2ht0a6kMLemdfY1lJgf-iwxlEY93G8qVbTXjm1rOBOsto5WczajL8D9Y6ypPXuB4jJmDqMT8Nsu-Hxj80PuT039d9wRPU.lJlqC6wR8JcHIusRIX8oF99ySnXDO1Vhovk3_jbIs_s&dib_tag=se&keywords=jack+stack&qid=1770066026&s=books&sprefix=jack+stack%2Cstripbooks%2C119&sr=1-2
Company
https://www.greatgame.com/books/the-great-game-of-business
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 -

In this insightful episode, Michael and Ally discuss their annual meetings focused on self-improvement and navigating life transitions. They reflect on the last year's theme of managing transitions, driven largely by personal changes such as moving countries and taking on new projects. The conversation delves into understanding change versus transition, with an emphasis on the significance of the nervous system in handling life's challenges. They introduce six pillars crucial for transformation: origin story, value system, nervous system management, vision roadmap, identity and foundations, and implementation. Practical advice is shared for managing stress, the importance of morning routines, and the critical need for self-awareness to achieve long-term growth. Listeners are encouraged to focus on incremental improvements and regularly reassess their goals to maintain a healthy balance in life and work.
Connect with Ally:
https://allygordoncoaching.com/
https://www.linkedin.com/in/ally-gordon-coaching/
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

In episode three, host Michael and special guests Mark Felix and Joel Robinson dive into the intricacies of pricing strategy, drawing valuable lessons from the retail and hospitality sectors. Joel, founder of Openr, shares insights from his extensive experience in both grocery and hospitality, emphasizing the transformative potential of sophisticated pricing management. Mark Felix, with a rich background in various retail roles including Chief Commercial Officer at the AA and positions at Sainsbury's and John Lewis, brings his expertise to the conversation. The discussion covers key value indicators, the importance of continuous experimentation in pricing, leveraging customer loyalty data, and the potential impact of AI and technology on optimizing pricing strategies. Key takeaways include the necessity for dynamic and data-driven approaches to pricing in the face of economic challenges, and the importance of creating a culture of experimentation to drive business value.
Connect with Mark:
https://www.linkedin.com/in/markfelix/
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

In this episode, we dive deep into the world of hospitality with Cassie Davison, the author of 'Standout Hospitality.' Cassie brings over 30 years of experience in the hospitality industry and shares insights from her journey, including owning and operating award-winning venues, consulting, and building a community for independent operators. We explore the five pillars of wisdom outlined in her book, fundamentals of setting high standards, standing out in a crowded market, defining your identity, building belonging, and telling a great story. Cassie emphasizes the importance of being purpose-driven and building meaningful connections with customers. The discussion touches on the challenges and joys of hospitality, the evolving landscape post-pandemic, and the unique strengths of independent operators. This episode is a treasure trove of wisdom for anyone passionate about creating impactful and profitable hospitality businesses.
Connect with Cassie:
https://www.linkedin.com/in/cassiedavison1/
Visit her webpage
https://www.kithkinhospitality.co.uk/
Get your hands on a free copy of the book:
https://standouthospitality.scoreapp.com/
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