I’m In Podcast Episode 57 | World-Class Onboarding

Episode 57 of I’m In, our official monthly podcast, sponsored by Leonardo Hotels UK & Ireland is available for our members to listen to today!

In this episode, Phil Street FIH and his guests look at World-Class Onboarding: Why First Impressions Matter More Than Ever.

What if onboarding wasn’t an admin process, but one of the most important emotional moments in a person’s career journey?

In this conversation, Phil Street is joined by Raj Chakraborty FIH, Sally Lock MIH and Bradley Dorrington AIH to explore what truly creates a world-class onboarding experience in hospitality.

From first impressions and company culture to generational expectations, leadership visibility and human connection, this episode explores the moments that determine whether somebody feels they genuinely belong, or whether they begin questioning their decision before week one is even over.

As Bradley perfectly puts it:

“World-class onboarding is when someone finishes their first month and thinks… I made the right decision joining this business.”

In This Episode, We Discuss:

• Why onboarding begins long before day one
• The difference between onboarding and “just processing paperwork”
• Why belonging matters more than ever in hospitality
• How poor onboarding creates overwhelm, uncertainty, and disengagement
• Why communication is still the most underrated onboarding tool
• The importance of culture in shaping employee experience
• Why businesses need to “sell themselves” to candidates now
• The role leadership visibility plays in helping new starters feel valued
• How onboarding should adapt to different generations and personalities
• Why hospitality businesses should treat employees with the same care as guests.

Why Our Guests Said, “I’m In!”

Raj Chakraborty FIH:
Raj credits the Institute with playing a meaningful role throughout his hospitality journey and values the way it supports people at every stage of their careers.

Sally Lock MI FIH:
Having joined through Splendid Hospitality Group’s partnership with the IoH, Sally sees the Institute as a powerful source of networking, insight, development and industry connection.

Bradley Dorrington AIH:
As Chair of the IoH Youth Council, Bradley believes deeply in creating spaces where hospitality professionals from all generations can connect, learn and support one another.

Outstanding Quotes from the Episode

• “People need to be at the centre of everything” – Raj Chakraborty 
• “Onboarding starts the minute a candidate engages with the brand” – Sally Lock 
• “We are irrelevant without people” – Bradley Dorrington 
• “People will always remember how you made them feel” – Phil Street 
• “If the systems fail, people are there to pick it up” – Raj Chakraborty

Members can follow the link below to listen to this episode now! Listening to this podcast counts toward your CPD activity.

If you have any feedback about the show or would like to be a future guest, please contact Phil Street at phil.street@instituteofhospitality.org

Members can listen to Episode 57 now!