I’m In Podcast Episode 59 | The Conversation Gap: Why Great Hospitality Begins with Better Conversations

Our latest episode of I’m In is here! Episode 59 of our monthly podcast, sponsored by Leonardo Hotels UK & Ireland, is now available to our members on our website.

In this episode, Phil asks: Every great partnership, friendship, innovation and decision begins the same way…With a conversation. But what happens when the right conversations never happen?

This month, Phil is joined by Martin Traynor OBE FIH, Rafaella Chatzimarkou MIH and Sofia Mayr MIH to explore the conversation gap, the space between what we say, what people hear, what they understand, and ultimately, what they do.

From leadership and frontline teams to government, generations and technology, the discussion uncovers how assumptions quietly replace understanding, and why the quality of our conversations may be one of hospitality’s greatest competitive advantages.

Because communication isn’t just about talking. It’s about closing the gap between intention and understanding.

In This Episode, We Discuss:

• What the “conversation gap” really means in modern hospitality
• Why assumptions often replace genuine understanding
• The hidden cost of conversations that never happen
• The difference between hearing and truly listening
• Why leadership needs to spend more time on the floor
• Bridging the gap between decision makers and guest-facing teams
• How generational differences can strengthen businesses rather than divide them
• The balance between technology, AI and genuine human connection
• Why creating space for conversation is becoming harder – and more important
• How better conversations lead to better culture, better decisions and better guest experiences.

Why Our Guests Said, “I’m In!”

Martin Traynor OBE FIH:
A member of the Institute for more than four decades, Martin continues to support the profession through the Institute’s journey towards Chartered Status, bringing experience from hospitality, government and business leadership.

Rafaella Chatzimarkou MIH:
For Rafaella, the Institute represents continuous learning – a place where hospitality professionals share ideas, stay current and grow together throughout their careers.

Sofia Mayr MIH:
Originally joining as a hospitality student, Sofia found more than a professional body. She found a community of people who share the same passion for hospitality, development and supporting future talent.

Outstanding Quotes from the Episode

• “Conversation is where all great progress begins” – Phil Street FIH
• “The conversation gap is the space between what we communicate and what people actually understand” – Rafaella Chatzimarkou MIH
• “The more information I have, the better I can do my job” – Sofia Mayr MIH
• “The difference is between hearing… and listening” – Martin Traynor OBE FIH
• “Nobody likes being treated like a tool for the business” – Rafaella Chatzimarkou MIH
• “We are amazing at building stories around what we think we know” – Phil Street FIH
• “What did you see today that I might not have seen?” – Rafaella Chatzimarkou MIH

Members can follow the link below to listen to this episode now! Everyone else will have to wait for the episode to drop, wherever you get your podcasts, on 13 August! 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 59 now!