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The biggest challenge in the hospitality industry today, according to new host and entrepreneur Joe McDonnell, is delivering a memorable experience for guests.
Tracey Rashid and Timothy R Andrews rejoin the show discuss this view and share what's coming up in this first episode of season 5.
About The Episode
New host Joe McDonnell highlights that while the industry excels at opening new venues and crafting enticing menus, it often struggles with the execution and follow-through necessary to create truly unforgettable moments.
This episode also introduces Joe, bringing a wealth of experience from his global journey through the hospitality world, including insights from premium restaurants and five-star hotels.
Tracey Rashid and Timothy R. Andrews join Joe in exploring the importance of attention to detail and the need for venues to connect the dots between their big ideas and the actual guest experience.
As the podcast gears up for an exciting season 5, the hosts share their commitment to innovating and adapting to the ever-evolving landscape of hospitality.
This disconnect can lead to guest experiences that fall short of expectations, especially in a time when many people prefer the comforts of home.
The episode captures the essence of collaboration and innovation in hospitality, setting the stage for an exciting season ahead, where both the hosts and listeners can contribute to a vibrant dialogue about the industry's evolution.
Takeaways:
Further Resources:
For more insights, visit the Talking Hospitality Blog: https://www.talkinghospitality.com/blog/
For courses on Hospitality and the subjects discussed visit: https://www.educatinghospitality.co.uk/
00:00 - None
00:00 - Challenges in Hospitality
01:57 - Introducing Jo McDonnell
04:05 - Introducing Jo McDonnell: The New Host
07:03 - Connecting Experiences in Hospitality
08:28 - A New Season Begins
Timothy R. Andrews
What do you think is the biggest challenge in hospitality right now?
Tracey Rashid
That's a big one.
Joe McDonnell
It's actually delivering an experience for people. I think we're very, very good as an industry at opening new venues and we're very, very good at hiring a manager.
We're very, very good in a menu together. But I think what's.
Because we're so creative, I think we're very good at ideas, but we're not as good as an industry at finishing ideas or always following through on a concept. Following through.
So although we might have a nice looking venue, we might have a, you know, we might have a nice training manual, but ensuring that that guest actually gets the really cool experience and, you know, crossing the T's and dotting the I's, which isn't as, let's face it, isn't as sexy as opening the next venue. The majority of people who don't go out anymore is because they can do things better at home.
Tracey Rashid
For real.
Timothy R. Andrews
I'm Timothy R. Andrews. And as always, I am joined by the fabulous Tracey Rashid. It's been a few months, Tracey. What have you been up to?
Tracey Rashid
What haven't I been up to, I think is an easier question. Lots of stuff I don't really want to. I don't want to. Spoiler alert. Excited to get back in the saddle, so to speak, with Talking Hospitality.
But this is a show that isn't just about us.
Timothy R. Andrews
Yeah, no, it's not. It's about. And for you, the listener, we've taken your advice and we're making some changes in our upcoming season five.
But before we talk about that, we are thrilled to introduce a new voice to our podcasting team.
Tracey Rashid
So he's a hospitality veteran, if you can tell, with a wealth of experience. Although to be honest, he looks far too young for that. For Melbourne's vibrant coffee scene.
To managing internationally acclaimed venues, please give a warm welcome to Jo McDonnell.
Joe McDonnell
Is it weird if I clap for myself?
Timothy R. Andrews
No, no, no. You're not getting paid. You might as well enjoy it yourself.
Tracey Rashid
On the back. Joe, it's fine.
Joe McDonnell
It's absolutely paid in applause. If that's not a metaphor for hospitality, I don't know what is.
Tracey Rashid
That. Here's what I think we're recording.
Timothy R. Andrews
Joe, welcome to the show.
Joe McDonnell
Thank you.
Timothy R. Andrews
For our listeners benefit. Joe, just who the jiminy are you?
Joe McDonnell
Yeah, I'm Joe. I'm. I'm the new podcast of the podcast on the host. Why can't I talk anymore? I'm normally so confident.
Timothy R. Andrews
He's gone all shy.
Tracey Rashid
That's what it does, that's what it does. You should have heard me on my first. First few. It was, it was, yeah, let's not go there.
Joe McDonnell
What's my background? Well, I've done hospitality since I was, since I was in school. I joined, I joined a bar. I was like, basically collected glasses for three months.
It was back in the day when it was hard to work in bars yet to know people. So I like collected glasses for three months just to pour my first pint. And yeah, I used it to travel all over the world.
Moved to New Zealand, it was like a cocktail. Wait, and they're like a restaurant in like a ski town and yeah.
Moved to China, did it over there, moved to Australia, stayed there for far too long, but learned how to make a good coffee. So that was time well spent, I think.
And yeah, I came back to the UK about five years ago and been working with sort of premium restaurants and you know, like five star hotels since, since then, really, in the uk. So bit of a different kind of path to hospitality but I think there's a lot of, A lot of people use it to travel.
I think that's one of the best things about the industry and yeah, absolutely love it and set up my company three years ago to, to help independent venues to. Yeah, to really thrive and yeah, loving it. I'm happy to be, really happy to be here too.
Tracey Rashid
So, Joe, you humbly accepted our offer to be a new host on the show. So I won't ask why, but what I will ask is what are you hoping to see as a host?
Joe McDonnell
I'm really delighted to be invited to be on. I actually invited myself to be a guest on the podcast about three years ago, very unsubtly on LinkedIn.
Timothy R. Andrews
Yes, he did.
Joe McDonnell
That's it. So, yeah, it's been a. Yeah, it's been a. Yeah, it's been a real asset. It's been a real growth period for me.
The motto has been the same really, is just to connect with cool people in the industry who are doing cool things. Like, it's no secret that it's a hard industry to work in.
No one's under any illusions, but it's also, I think it's one of the best industries to work in such a rewarding career.
And like anything, there's people who do really well in the industry and there's people who, you know, can fall by the wayside a little bit and it can be, you know, really, really a really challenging place to be. So I want to be a force for good in the Industry, that's my whole M.O.
and I want to surround, you know, you can't do on your own and you surround yourself with people who've got a similar sort of outlook. And yeah, I guess that's why I'm here and that's what I want to achieve.
Timothy R. Andrews
What do you think is the best biggest challenge in hospitality right now?
Joe McDonnell
Delivering an experience for people? I think we're very, very good as an industry at opening new venues and we're very, very good at hiring a manager.
We're very, very good at putting a menu together.
But I think because we're so creative, I think we're very good at ideas but we're not as good as an industry at finishing ideas or always following through on a concept. Following through.
So although we might have a nice looking venue, we might have a, you know, we might have a nice training manual, but ensuring that that guest actually gets to really cool experience and, you know, crossing the T's and dotting the eyes, which isn't as, let's face it, isn't as sexy as opening the next venue. The majority of people who don't go out anymore is because they can do things better at home.
And, you know, we've got Deliveroo that will deliver really good food to the door. We've got, you know, most people know how to make a margarita in a and everybody's got a ninja smoothie maker thing in their kitchen.
They can do it themselves. Like what we want to do is, you know, what we don't do in hospitality enough.
And the ones that do it, the venues that do it the best are those that create the unforgettable experiences. And that means attention to detail as much as it does big ideas. And it's joining the two together.
You find some groups that are really, really good at attention to detail, but it's not a great experience. But they are so to the letter with it that they kind of strangle it in its infancy.
And you've got others that are great at the big ideas and on paper it looks great and on Instagram it looks great. But the reality is bit disappointing and you just want your money back. I think the biggest challenge is connecting those dots.
Tracey Rashid
Yeah, that makes sense. And experiences is everything.
Timothy R. Andrews
Let's talk about the upcoming things we have for the listeners in season five. Why are we all excited about season five? For Tracy and Joe, we're shaking things up.
Tracey Rashid
Like he said, we've listened to our listeners and we want to bring something different, fresh.
You know, we've done our research We've listened to other podcasts where we're seeing what's working, what's not working, and we want to bring something that's even more exciting.
Timothy R. Andrews
Exactly. We've got new format, we've got YouTube stuff we've been talking about that's going to happen.
Tracey Rashid
We've got Joe. Yeah.
Timothy R. Andrews
And that new host bloke. Yeah, yeah. This is to make it by himself, didn't he? I mean, this whole episode is dedicated to him and it's still not enough.
So, yeah, we're going to be mixing up. We're going to be doing stuff differently.
Tracey Rashid
We're going mobile. Yeah. We're hitting the road.
Timothy R. Andrews
Yes. So, yes, please do watch this space as well. Specials. There's a lot going on.
Tracey Rashid
It's all happening.
Timothy R. Andrews
So I think, Joe, you can read us out.
Joe McDonnell
Absolutely pumped, guys. I cannot wait for this season. I'm so happy to be here. So that's it for today's episode of Talking Hospitality.
Stay tuned for more insightful and entertaining discussions. Until next time, keep innovating and stay passionate about what you do. I look forward to speaking to you all very soon.
Tracey Rashid
See you next time, everyone.
Timothy R. Andrews
Don't forget, you can let us know what you would like to see and hear from Talking hospitality by visiting talking hospitality.com.
leave reviews, sign up to the newsletter or send us an email to heyalkinghospitality.com if you would like to support the channel, please visit educatinghospitality.com where every course purchase goes to financing the podcast. And for now, it's goodbye from me.
Joe McDonnell
It'S goodbye from him and it's goodbye from her.
Tracey Rashid
Bye. Bye.
SME Consultant & Director 200 Hospitality
I believe the most significant things we can do with our lives will always involve helping people or solving problems. I aim to do both.
As a business consultant specialising in growth management, strategy development and systems implementation, I help SME's streamline their way to achieving their full potential.
