🎙️ EP61 – Lee Niles: 25 Years of Hospitality Tech & the Melford Technologies Story 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 expe...
Aug 14, 2025•52 min•Season 1Ep. 61
🎙️ 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 ma...
Aug 07, 2025•1 hr 10 min•Season 1Ep. 60
🎙️ Menus That Speak for Your Brand — with Annica Wainwright of 2Forks In this episode of Captive Conversations , I’m joined by writer and strategist Annica Wainwright — co-founder of 2Forks — to explore the power of words in hospitality. We break down: 🧠 Why most hospitality brands sound the same — and how to stand out 📝 The difference between clear copy and clever copy (and why it matters) 📋 How menu strategy shapes what people order — even what they drink 🎯 Why tone of voice isn’t fluff —...
Jul 31, 2025•1 hr 17 min•Season 1Ep. 59
In this episode of Captive Conversations , Adam sits down with Fi Sellick — UK Head of Strategy at Square — to talk about what hospitality really means in a world of tech, loyalty, and data. Expect laughs, lessons, and a love letter to cheese, coffee, and customer experience. 🎙 In this episode: 🧀 Cheese, chaos, and the charm of a proper deli 📲 How Square designs loyalty for real humans ☕ Coffee, culture, and the tools baristas actually want 📦 Why “invisible tech” is the secret to scale ❤️🔥...
Jul 25, 2025•59 min•Season 1Ep. 58
🎙️ 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...
Jul 18, 2025•7 min•Season 1Ep. 8
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 e...
Jul 11, 2025•7 min•Season 1Ep. 7
In this episode of Captive Conversations , we go behind the scenes with the founder of two standout hospitality brands — one that built a cult following for handcrafted doughnuts, and another powering seamless online ordering and loyalty for restaurants across the UK. We dig into the real story behind the rise of these brands, the philosophy behind digital experiences that don’t feel digital, and what it means to scale hospitality with care and consistency. In this episode, we cover: 🍩 From sta...
Jul 04, 2025•1 hr 13 min•Season 1Ep. 57
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...
Jun 27, 2025•44 min•Season 1Ep. 56
In this episode of Captive Conversations , we sit down with Laura Mimoun — now Chief Marketing Officer at Fulham Shore , the group behind Franco Manca and The Real Greek — to unpack her remarkable journey from FMCG to foodpreneur to boardroom leader. Before leading the marketing strategy for some of the UK’s most loved restaurant brands, Laura launched Kaleido , a colourful and healthy salad roll brand that grew from food markets to Selfridges, Harrods, and Soho. This conversation covers: 🥗 Her...
Jun 20, 2025•1 hr 2 min•Season 1Ep. 55
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 rethi...
Jun 13, 2025•1 hr 16 min•Season 1Ep. 54
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 orderi...
Jun 06, 2025•42 min•Season 1Ep. 6
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 r...
May 29, 2025•59 min•Season 1Ep. 53
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 ...
May 23, 2025•1 hr 3 min•Season 1Ep. 52
In this episode, we explore how AI agents are reshaping people operations in hospitality. Matt Grimshaw from Youda joins us to discuss: Automating time-consuming HR tasks with AI Using data to predict and prevent staff turnover Why legacy systems are holding operators back How to personalise onboarding at scale Creating better experiences for managers and frontline teams This is a must-listen for hospitality leaders, HR teams, and anyone trying to scale their business without losing their people...
May 15, 2025•1 hr 12 min•Season 1Ep. 51
🎧 Episode 50 – Hospitality Unfiltered: Where Ops, Marketing & Loyalty Collide In this special live episode of Captive Conversations , we bring together leading voices from hospitality operations, marketing, CRM, and tech to unpack one big question: Why does it still feel like ops and marketing are speaking different languages—and how do we fix it? From loyalty programs to data overload, AI tools to team alignment, this episode dives into the real-world tension (and opportunity) at the inter...
May 09, 2025•53 min•Season 1Ep. 50
In this episode of Captive Conversations , we chat with Paul Molinari, the founder of Popcorn GTM and former head of marketing at Crunchtime. Paul shares his journey from working hospitality jobs at a yacht club, to selling stereos at The Wiz, to leading B2B marketing teams for iconic brands like Crunchtime and Digitas (running CRM for General Motors!). He dives deep into what makes sales and marketing alignment critical, how to build a "marketecture" that drives real results, and how brand cons...
May 02, 2025•1 hr 8 min•Season 1Ep. 49
This week on Captive Conversations , I sat down with a creative force in hospitality: Dhilon Solanki — founder of Story Locker , co-founder of Pecking Order , and previously behind one of the most useful tools in the industry — Sprout . Dhilon's journey is a masterclass in brand building with heart. He’s grown tech tools for hospitality, helped operators train better, and now helps people preserve their life stories through beautifully crafted, private podcast-style interviews. 🔥 Highlights inc...
Apr 25, 2025•53 min•Season 1Ep. 48
In this episode, Adam sits down with hospitality legend Kieron Bailey – co-founder of People on Purpose and a 30-year industry pro with a story (and scar) for every table he’s served. From dodging flying ashtrays in his first pub to leading training for major brands like Wagamama and Hard Rock Café, Kieron shares his no-BS wisdom on what really makes hospitality tick: ✨ Why empathy and accountability must go hand-in-hand ✨ The leadership lesson that starts with trust (not KPIs) ✨ How to turn a f...
Apr 18, 2025•1 hr 29 min•Season 1Ep. 47
🎙️ EP46: From Nando’s to Tech to Ball Pits – The Wild Ops Journey of Travis Fish In this episode, Adam sits down with Travis Fish , Operations Director at Comptoir Group , co-founder of BabaBoom and his new baby 🔥 Ops Club . Travis shares a candid look at his journey from traditional hospitality ops at Nando’s to launching his own brand, diving into tech startups, and bringing competitive socialising to life with Ballie Ballerson. We explore how failing his degree opened the door to his hospit...
Apr 11, 2025•1 hr 14 min•Season 1Ep. 46
🎙️ Episode 45 – Frederick Szydlowski, Co-Founder of Embargo In this episode of Captive Conversations , Adam sits down with Fred from Embargo to explore the gritty, real, and often hilarious journey from working at Joe & the Juice to building a loyalty platform used by 200K+ hospitality businesses. 🎯 What you’ll hear: Fred’s early career story: from basketball to slinging juices at 19 How he landed his first marketing role by sending a bold email (and a 20-page deck!) The Embargo origin sto...
Apr 03, 2025•1 hr 21 min•Season 1Ep. 45
In this episode of Captive Conversations , Adam sits down with Susan Zwinkels , CMO of Kitch Social , to unpack what’s really working in hospitality marketing right now. From the explosive power of TikTok to the untapped potential of employee-generated content, Susan brings a no-nonsense, refreshingly real view of how hospitality brands can stand out online—without blowing their budgets. ✨ Key Highlights Why TikTok is dominating attention (and why ad budgets need to catch up) How authenticity be...
Mar 27, 2025•1 hr 17 min•Season 1Ep. 44
🎙️ In this episode I sit down with Ruth Carpenter , the creative force behind the marketing of one of the UK’s most iconic and playful pizza brands — Pizza Pilgrims . From navigating career leaps to scaling a national brand, Ruth opens up about the realities of marketing in hospitality, how to stay authentic as you grow, and why being serious about not taking yourself too seriously is a powerful strategy. 👀 Expect real talk about: 🍕 Her journey from the creative agency world into the heart of...
Mar 21, 2025•1 hr 14 min•Season 1Ep. 43
In this episode, I’m joined by Michelle Moreno—founder of QAB Leadership and an unstoppable force in the hospitality world—for a raw, funny, and wisdom-packed conversation about everything from global openings to personal reinvention. We go deep into the journey: from starting out as a waitress at Asia de Cuba (serving Leonardo DiCaprio, no less) to launching 50+ restaurants and bars across London, Dubai, Mykonos, and beyond. Michelle’s story is one of fearless moves, fast learning, and the powe...
Mar 13, 2025•1 hr 20 min•Season 1Ep. 42
In this episode, I’m joined by Ben Heppell , Global Head of Digital at Aqua Restaurant Group , for a proper deep dive into the real world of hospitality, digital, and brand building. From sharing advice he'd give his 16-year-old self (spoiler: it's all about valuing experience over things) to calling out overhyped nights like that Wembley boxing match, Ben brings the honesty—and a fresh take on what really matters in this industry. 💡 What we cover: How global teams keep the wheels turning acros...
Mar 07, 2025•1 hr 10 min•Season 1Ep. 41
🚀 From Pot Wash to Hospitality Tech Founder – The Journey of Michael Radley, Joli 🚀 🔥 Episode 40 of Captive Conversations! 🔥 We’ve hit a milestone—our 40th episode, with a fresh new design and some incredible guests lined up for the next few weeks! 🎉 To celebrate, I sat down with Michael Radley , co-founder of Joli , to talk about his journey from pot washing in a local pub to revolutionising influencer marketing in hospitality. 🏨📱 🎙️ What you’ll hear in this episode: ✅ Michael’s early d...
Feb 28, 2025•1 hr 9 min•Season 1Ep. 40
🎙 Captive Conversations: Elliot Hill Elliot Hill from 1 Lombard Street joins me to explore the balance between hospitality and technology. With years at the helm of one of London’s most iconic restaurants, he shares how to innovate without losing the human touch—because great service is still about connection . We dive into fast-paced city dining, immersive experiences , and Elliot’s journey from village pub to leading a top-tier restaurant. Plus, we tackle tech integration in hospitality —QR c...
Feb 21, 2025•1 hr 21 min•Season 1Ep. 39
🎙 Captive Conversations: Sheri from Bill's In this episode, I sit down with Sheri, Marketing Director at Bill's, to chat about her inspiring leap from retail to hospitality. Sheri shares what she learned from her time at M&S—from the precision of retail logistics to the fast-paced, creative hustle of hospitality marketing. 💡 🍓 The Bill's Rebrand Journey Sheri breaks down how they’ve injected more colour and playfulness into the brand while staying true to their seasonal, fresh roots. 🍓🍃...
Feb 14, 2025•44 min•Season 1Ep. 38
Chris Fletcher from Tech on Toast unveils the exhilarating rollercoaster of emotions that come with hosting major hospitality events, comparing the tension to launching a new restaurant. Despite the nerves, the event was a triumph, thanks to the unwavering support from a network of partners and operators. Chris discusses the exciting road ahead for his company, highlighting the growth of his team with new roles in recruitment and direct sales to better serve their tech clientele. As we chat, Chr...
Feb 07, 2025•23 min•Season 1Ep. 5
In this episode, we’re diving into the future of hospitality hiring with Sam Brown & Nick Holroyd-Doveton from Candid Hospitality —the game-changing platform shaking up recruitment. Forget the old-school hiring process—Candid is breaking barriers with blind hiring, anonymous candidate profiles, and AI-driven matchmaking . Their ethos? It’s all about the Three C’s — Culture, Competencies, and Compensation —ensuring businesses find the right people, and candidates land roles that truly fit. We...
Jan 31, 2025•1 hr 37 min•Season 1Ep. 37
This episode explores how Krowd, a hospitality technology company, is reshaping digital engagement in the industry. Matt Ford and Jonny Fox share their journey into hospitality, from their early hands-on experiences in restaurants and bars to leading digital transformation in the industry. Their careers have taken them from the front lines of service to pioneering tech-driven solutions, proving that a passion for hospitality, combined with innovation, can reshape the way businesses engage with c...
Jan 23, 2025•1 hr 9 min•Season 1Ep. 36
