Tech on Toast

What's the difference between a viral moment and a loyal customer base? In this live panel from Service 2026, hospitality marketing leaders from Dave's Hot Chicken, Rolled, Cote, BlackRock, and Kerb reveal why 70% of guests never return, and exactly how to fix it. Forget follower counts. This is about building habits that drive real revenue.Recorded live at BrewDog Waterloo | Powered by LightspeedWhy 70% of first-time guests never come backThe metrics that actually matter (hint: not followers)How to turn hype into sustainable habitsLoyalty strategies that work (and don't require discounts)What to do with £10K in marketing budgetHandling bad reviews like a proThe role of influencers in 2024Why your team is your best marketing assetLaura Reed Marketing Director KERBAnaïs Dixie Brand Manager Côte BrasserieKeyana Mohammadi Head of Marketing Dave's Hot ChickenJJ Miller Marketing Manager RolledRuth Carpenter Sales & Marketing DirectorBlack Rock RestaurantsHosted by: Chris Fletcher - Tech on Toast00:00 - Intro: The 70% problem05:30 - Why hospitality struggles with repeat visits12:45 - Case study: Pizza Pilgrims' 10th birthday pilgrimage (£750K ROI)18:20 - Dave's Hot Chicken: Building hype into lifestyle24:10 - Coates' "Happiest Menu" campaign (100K new app users)29:40 - The metrics that actually matter35:15 - Why follower count is a vanity metric41:50 - Loyalty without discounts: BlackRock's approach48:30 - The £10K question: Where would you spend it?56:20 - Biggest marketing shift for 20241:04:15 - Influencer strategy: Macro to micro cascade1:12:40 - Handling bad reviews1:18:30 - Empowering your team for hospitality excellence

Great hospitality tech should work quietly in the background. When it doesn't, operators feel it immediately.In this episode of the Tech on Toast podcast, Chris is joined by Colin Jackson, Head of Partner Technology at Dojo, to unpack why integrations are one of the most important and most overlooked parts of hospitality technology.They discuss what good integration really looks like, why the word seamless is often overused, and how poor connections between systems create hidden costs, lost revenue, and operational headaches for teams on the ground.The conversation explores payments and EPOS integrations, guest expectations around flexible ordering and payment, and how clean data flow helps operators make better commercial decisions.Colin also shares Dojo's approach to open partnerships, why no single provider can do everything well, and what operators should look for when choosing technology partners at scale.This episode is a practical look at how integrations underpin reliability, trust, and better guest experiences across modern hospitality.

Payments should never slow service down, but too often they do.In this episode of the Tech on Toast podcast, Chris is joined by Tom Usher, Engineering Manager at Dojo, to explore how modern payments technology is being built specifically for the realities of hospitality.The conversation dives into Dojo Pocket, a handheld ordering and payments device designed to keep teams on the floor, reduce friction during service, and help operators turn tables faster without compromising guest experience.Tom shares why Dojo chose to build its own hardware and payments stack, how reliability and uptime are critical in hospitality, and why even small moments of friction can have a big impact on revenue, staff stress, and customer satisfaction.The episode also covers cloud infrastructure, resilience at scale, security and trust at the point of payment, and why intuitive design matters in an industry with high staff turnover.If you're thinking about tableside payments, handheld devices, or how to give time back to your team, this episode is a must listen.

In this episode, Chris Fletcher is joined by Blair Lundie, Head of Business Development at Tayl, a learning management system built with one obsession: ease of use.They dig into why training in hospitality often becomes a tick-box exercise, what good looks like when you want real engagement, and how operators can use learning content to solve genuine business problems, from improving guest experience to reducing early staff churn.You'll also hear a practical take on personalising induction, making compliance feel less painful, and why involving frontline teams in content creation can massively lift adoption.What you'll hear in this episodeAn honest look at why compliance training gets treated like a chore, and what to do about itHow Tayl helps operators keep the basics simple: assign, track, complete, repeatWhy personalisation matters just as much in training as it does in CRMHow to build an induction pack that makes new starters feel welcome, not overwhelmedPractical ideas: GM welcome videos, local tips, “how we do things here”, and FAQs that stop managers repeating themselvesWhy relevance drives engagement, especially on high-risk topics like allergensThe trade-off between customising course content and keeping accreditationWhy short, TikTok-style videos made by frontline teams can outperform top-down training contentHow adoption differs by generation, and how to get older cohorts comfortable tooWhat mid-market operators (10+ sites) typically struggle with before switching LMSHow reporting should work in the real world: simple, readable, and actually usedBlair's view on AI in training: helpful for speeding up content creation, but risky for compliance if accuracy slipsWhat “good” looks like in numbers: 75–85% completion as a common benchmark, and why 85%+ is strongUsing training as a strategic lever: tying learning to Google reviews, service confidence, retention, and early tenure drop-offStandout momentsTraining should start with culture, not compliance: make new starters feel like the company caresThe easiest wins often come from reducing repeated questions and giving staff instant answersGeneric e-learning can tick the box, but real examples from your menu and your operation drive learning that sticksCustomer support and onboarding matter as much as features if you want adoption to lastAbout TaylTayl is a learning management system designed to make hospitality training easy to roll out and easy to complete, with a focus on simple user experience for both deskless teams and managers.Find TaylWebsite: tayl.netConnect with Blair on LinkedIn: Blair Lundy

Reliable connectivity now sits alongside water and electricity for modern hospitality. In this Sky Business–powered episode, Chris sits down with Shona Goodlad (Head of Existing Accounts, Sky Business) to unpack what really happens when you move from “one site” to “thousands of sites”. They talk honestly about why tech projects feel risky, what commonly goes wrong, how strong governance and communication reduce downtime, and why operators should start with the problem (not the product). If you're planning a rollout in 2026, this is your practical playbook for making change land smoothly across sites, teams, and suppliers.What you'll learnWhy connectivity is the foundation that enables every other tech decisionHow big rollouts break down (and how to plan for the uncontrollables)The role of governance, comms, and internal ownership in rollout successHow to avoid “speed obsession” and fix the real causes of poor experienceWhat a strong 30/60/90-day post-go-live cadence looks likeHow to align suppliers to business KPIs (loyalty, data, CX, risk)Why operators should bring partners in early to shape the journey, not just quote the priceKey moments00:00–01:20 Sky Business series intro + why “solve the operator problem” beats “sell the product”01:20–03:30 Shona's background and what her team does for existing mid-market customers03:30–05:20 One site vs one thousand sites: what changes at scale05:20–07:30 Cost vs cyber vs downtime: what operators say they worry about vs what they really fear07:30–10:20 “Things will go wrong”: building trust, credibility, and mitigation plans10:20–12:40 Comms failures, site readiness, third parties, and why rollouts slip12:40–16:10 Post-go-live reality: stragglers, service cadence, and staying close to strategy16:10–18:20 Being unapologetically commercial (and why ROI matters for both sides)18:20–21:10 Connectivity as a utility + the real cost of downtime21:10–23:40 What operators should ask suppliers: “What will go wrong and how do we handle it?”23:40–26:20 Where mid-market operators should invest time when they don't have a CTO26:20–28:40 Openreach realities: escalation paths, process, and why hospitality finds it alien28:40–29:50 How to reach Sky Business + meet the team at Tech on Toast's February eventReach out to SKY at https://business.sky.com/s/medium-business

Workforce is still the biggest lever (and constraint) in hospitality. Labour costs keep rising, guest expectations keep rising, and “just work harder” isn't a strategy.In this episode, Ben Dixon — Co-founder and CTO at Sona — breaks down why Sona is approaching workforce management differently: not as another scheduling tool, but as a way to scale great operator decision-making across every site.We get into forecasting and demand (and why outlier days matter more than averages), how to build trust with managers, what “nudging” looks like in real life, and where agentic AI is heading over the next 12–18 months — including the idea of an AI “chief of staff” for GMs.In this episode, we cover:Why “people” is the #1 limiter to growth for many operatorsThe “best GM in the worst site” thought experiment — and what it provesHow Sona encodes great decision-making across staffing, onboarding, and coachingForecasting done bottom-up: why each location behaves differentlyBuilding trust: showing the “why” behind forecasts and recommendationsWhy agentic AI is more than dashboards — it's prioritisation and actionRealistic ROI: where savings can show up quickly (and what it depends on)Vibe coding vs SaaS: what vendors must prove going forwardScaling globally: labour compliance rules engines with AI + human validationGuest: Ben Dixon, Co-founder & CTO, SonaWebsite: getsona.comSubscribe for more conversations on hospitality technology, operators, and what actually works on the floor.#hospitality #restaurants #workforce #labour #operations #AI #forecasting #SaaS #management #hospitalitytech

This week's episode opens with something special: Always Open at Christmas, Tech on Toast's brand new charity single created by the Hospitality Community & Choir in just 72 hours. All proceeds support Hospitality Action. Stream it, share it, and help spread the message.Then we're joined by Regan Collins, CEO of Coentric and the team behind Connect a platform tackling one of hospitality's biggest (and most overlooked) blockers: frontline access to the tools they're meant to use.Regan shares why giving teams “great tech” isn't enough if they can't log in, why adoption stalls when access takes 12 steps, and how “quiet tech” can unlock huge wins across comms, learning, scheduling, HR, and beyond.Why frontline enablement breaks down at the identity and access layerThe hidden cost of clunky logins: “step four and they're out”Moving from 30% adoption to 98% by removing frictionWhat “one front door” looks like for shifts, leave, learning, and commsWhy generic passwords on paper are still (shockingly) a thingHow better access improves retention, productivity, and belongingReplacing WhatsApp inside organisations (and keeping knowledge in-house)What's next: facial recognition kiosks, smarter nudges, and AI-powered insightsA practical reminder: demo everything and understand how it works in real lifeCharity single: thehospitalitychoir.orgConnect: connectfrontline.comFind Connect on the Tech on Toast marketplace (look for the big blue “C” logo)If you're trying to get more from the tools you already pay for, this is a must-listen.

This week Chris is joined by Mitz Patel, Global Head of IT Projects at Soho House, and David Broom, CIO at Prezzo Italian, for a festive-but-real chat about the tech challenges and breakthroughs shaping hospitality right now.They dive into inherited systems, shaky connectivity, labour and inventory headaches, AI that's finally useful, and why hospitality tech still relies on strong human relationships. All of that… plus Abbey Road, Christmas rotas, and Mitz's legendary community Christmas in Twickenham.

This week on the Tech on Toast podcast I'm joined by Brett Robbins, CEO of Snapfix – the

In this episode, we explore how KATE Media's dedicated on-table ordering and payment device is changing the way restaurants serve, sell, and scale. Host Chris Fletcher chats with Manuel Costin, Country Manager at KATE Media, about why a physical, brandable device outperforms QR codes — boosting guest control, staff efficiency, and average spend.

This series, Business in Better Shape, was born from new research by Tech on Toast and Square, The Long-Term Case for Smarter Tech Investment.We spoke to more than 150 hospitality leaders across the UK, uncovering an industry stuck between ambition and hesitation. Most hospitality teams buy tech only when something's on fire - Square's research shows just 6% plan purchases, while 94% react. That insight inspired this series, real conversations with operators who are finding ways to move forward, to simplify, to modernise without losing what makes hospitality human.Download the research here;https://www.techontoast.community/researchIn our second episode, Rachel Masing, People Director, Pool House - from the minds behind Topgolf & Puttshack, lays out how to flip that script and design people-first systems before opening day and use tech to create space for human leadership.Episode HighlightsTech-infused experience: ball & cue tracking, digitized scoring, and player-levelling to make pool competitive and inclusive.People blueprint: values → behaviours → role profiles → always-on feedback loops; hire for skill and behaviour.Scale by design: choose tools that work cross-city/country, not just for site #1.Noise killers: clear comms rules + project visibility (e.g., Slack for HQ, ClickUp for projects) so work doesn't vanish into silos.Tech as strategy: not “keep the Wi-Fi up,” but a leader who scans the market and briefs teams on what to adopt next.AI where it helps: recruiting at scale and emerging AI-enabled coaching/L&D—augment humans, don't replace them.GM = business owner: elevate GMs to run people, finance, sales, and ops—then upskill them to coach on site.Ownership mindset: equity for core teams and day-one employee ownership to hard-wire culture and commitment.Big missing piece: a light, continuous performance conversation tool (voice notes, auto-pull shift/attendance/peer signals, simple scheduling).This series is powered by Square - helping hospitality operators put their business in better shape through connected commerce, payments, and restaurant technology.https://squareup.com/gb/en

This week, Chris is joined (again!) by Christian Mouysset, Co-founder of Tenzo, the “glue” that brings sales, labour, inventory, reviews and reservations into one real-time view. We talk actionable KPIs over vanity metrics, why speed of feedback beats perfect dashboards, and how “performance ops” helps GMs move the needle on today's shift, not next quarter's report.HighlightsFrom data overload to action: pick 3–5 KPIs and shine a light—things improve.Real-time or it's too late: feedback after lunch beats a board pack next week.Shift-level impact: targets part-timers can act on within a three-hour window.AI done right: ML for forecasting, LLMs for summaries, automation for delivery—different tools, different jobs.Integrations that work: human relationships + solid APIs matter.Best-of-breed vs all-in-one: choose your four dimensions (geo, sub-vertical, toolset, segment) and make trade-offs on purpose.Hotels turning F&B inside-out: untapped revenue if ops and insight align.Key takeaways:Start with one KPI (e.g., spend per labour hour) and prove a win before adding more.Put mobile, real-time insight in the GM's hand; avoid 15 logins and 28-page PDFs.Separate ML, LLMs and automation; don't lump everything under “AI”.Build integrations at the right granularity (hour, site, revenue centre).Timestamps01:45 – Tenzo in one line: the “glue” for restaurant data04:50 – Data drowning vs focusing on what matters06:40 – “Shine a light and it gets better” (Hard Rock lesson)08:50 – Real-time targets teams can act on today12:30 – Why mobile matters for GMs (and part-timers)14:50 – AI: forecasting, summaries and automation—what's what18:30 – Trust, accuracy and adoption20:45 – Integrations: people, APIs and the right granularity24:30 – Best-of-breed vs all-in-one (choose your sacrifices)26:55 – Industry pulse: cautious optimism and real ROI28:40 – Hotels & F&B: new momentum29:55 – How to reach ChristianGuestChristian Mouysset – Co-founder, TenzoWeb: gotenzo.comEmail: christian@gotenzo.comSponsorLightspeed — POS and payments built for busy service. Close the year strong.ConnectHost: Chris FletcherSubscribe, rate and share if this helped your operation.Got a stack worth talking about? Share your tech stack and help build a better-connected industry.

This series, Business in Better Shape, was born from new research by Tech on Toast and Square, The Long-Term Case for Smarter Tech Investment.We spoke to more than 150 hospitality leaders across the UK, uncovering an industry stuck between ambition and hesitation. Most hospitality teams buy tech only when something's on fire - Square's research shows just 6% plan purchases, while 94% react. That insight inspired this series, real conversations with operators who are finding ways to move forward, to simplify, to modernise without losing what makes hospitality human.Download the research here;https://www.techontoast.community/researchIn our third epsisode Jonny Bramwell, Regional Ops at Rosa's Thai shares the operator's view from the floor, pick tools that give time back, fit the brand, and lift service - not add noise.Episode HighlightsBrand-first fit: tech must support the Rosa's experience (fast, fresh, friendly) without forcing guests down paths they don't want.FSR: in full-service, tech should facilitate the theatre and human touch, not replace it.Test & learn (hard): run real trial sites, stress-test with frontline teams, and involve the partner directly in fixes.Time back for teams: main buying lens - does it reduce workload, protect work-life balance, and free GMs to plan (not just cover shifts)?Operator dashboard: mornings start with covers, like-for-like, delivery, and guest sentiment to decide where to lean in.Adoption signals: happier teams, lower turnover, stronger reviews, rising spend/head = tech is actually used and valued.Buying criteria: brand fit, guest experience, time back, scalable rollout (roadmaps alone are not enough).Work with reality: mistakes happen - what matters is a partner who stays to tweak and land it properly.Message to vendors: do the homework, tailor the pitch, and focus on the two outcomes that matter: enhance guest experience + coach/develop teams.This series is powered by Square - helping hospitality operators put their business in better shape through connected commerce, payments, and restaurant technology.https://squareup.com/gb/en

AI isn't here to replace ops, it's here to amplify it. Laure Joyeux (Expansion & Partnerships, Inpulse) and Italo Vendramini (Head of Operations, La Maritxu) share how AI-driven forecasting powers inventory and purchasing, cutting order-building time, lifting availability, and reducing waste. We cover trust on the shop floor, onboarding and support, supplier integrations (incl. EDI/email), and what changes as you scale from one site to many.Presented by Lightspeed Restaurant.GuestsLaure Joyeux — InpulseItalo Vendramini — La Maritxu (Basque cheesecake bakery, London)Key takeaways• ~90%+ production accuracy trending to ~95% as models learn• Pre-filled orders save ~50% time; managers keep final say• Better availability, less spoilage, clearer supplier comms• Two years' sales history = day-one accuracy; new sites settle in ~2–3 monthsChapters00:00 Intro & sponsor02:00 Meet Laure & Italo06:30 What Inpulse does12:00 Trusting AI on site18:30 Purchasing & suppliers25:00 Onboarding & support31:00 Scaling to multi-site36:00 Final takeaways

This week, Chris sits down with Frederick Szydlowski, Co-founder of Embargo, to unpack how an all-in-one, best-in-class approach to loyalty, ordering and CRM can actually move the P&L—without burying teams in complexity.Freddy's story runs from professional basketball in Poland to JOE & THE JUICE on King's Road, to building one of the UK's highest-rated food & drink apps (4.9★). We dig into why hospitality still loves loyalty but hates complexity, why first-party data beats data scrapbooks, and how Embargo's product philosophy (own the journey end-to-end) drives adoption, repeat visits and higher direct sales, operators are reporting ~60% higher delivery volume via their own channels versus marketplaces.We also cover Embargo's expanding toolkit (web & table ordering, kiosks, payments), rapid onboarding (often live in 5–10 minutes per channel), and how their new AI models turn weather, behaviour and lookalike patterns into recommended campaigns you can run in minutes, not months.Brought to you by Lightspeed. This festive season, let your tech do the heavy lifting. Close the year strong with Lightspeed Restaurant.

In this episode of the Tech on Toast Podcast, host Chris Fletcher sits down with David Dillon, Founder and CEO of UROCKED, the digital tipping platform making gratuities transparent, compliant, and fair for everyone in hospitality.Born from a real operator problem, watching his mum spend hours calculating tips by hand, David built UROCKED to make life easier for hospitality teams and ensure every pound of gratuity reaches the people who earned it.A year on from the UK Tipping Act, Chris and David unpack what's changed (and what hasn't), how technology is helping to close the trust gap, and why transparency is now essential to both compliance and culture.They cover:

This series, Business in Better Shape, was born from new research by Tech on Toast and Square, The Long-Term Case for Smarter Tech Investment.We spoke to more than 150 hospitality leaders across the UK, uncovering an industry stuck between ambition and hesitation.The data showed that while most operators see technology as essential to their future, only 18% would currently recommend their existing systems, and a striking 94% only adopt new tech when absolutely necessary. Fear of disruption, complex integrations, and a lack of vendor support are holding progress back.Download the research hereThat insight inspired this series, real conversations with operators who are finding ways to move forward, to simplify, to modernise without losing what makes hospitality human.In this first episode, host Chris Fletcher talks with Maria McCann, Operations Director at Blacklock, about fear of change, leading people through transformation, and how curiosity and courage can help hospitality get into better shape.Maria's career spans Hard Rock Café, Shake Shack, Living Ventures, and now Blacklock, where she's helping scale one of London's most characterful restaurant brands without losing its soul.This conversation dives into the industry's long-standing fear of change, how to lead teams through disruption, and why curiosity and calculated risk-taking are essential for hospitality's future.Episode Highlights

In this episode of the Tech on Toast Podcast, Chris Fletcher sits down with Joel Robinson, founder of Openr – a data orchestration platform transforming how enterprise hospitality brands manage their tech stacks.Joel shares his journey from Sainsbury's digital transformation team to leading digital strategy at Azzurri Group, before building Openr to solve one of hospitality's biggest headaches: fragmented data and disconnected systems.

In this episode of the Tech on Toast Podcast, Chris Fletcher sits down with Sean Trevaskis, co-founder of Growdash, to explore how restaurants can turn delivery data into powerful marketing strategies.Sean shares his journey from working at Talabat and Deliveroo to launching Growdash, a restaurant growth platform that integrates with aggregators like Deliveroo, Uber Eats, and Just Eat. Together, they discuss:Why restaurants often struggle with overwhelming delivery dataHow Growdash helps operators measure incrementality vs. cannibalisationThe role of AI agent Aisha in becoming “the analyst in your pocket”Key marketing metrics every operator should trackDifferences between the Middle East and UK restaurant marketsThe future of AI in restaurant marketingIf you're a marketer or operator navigating the complexities of delivery platforms, this episode is packed with insights to help you optimise campaigns, grow sales, and take control of your data.

Chris chats with James Fahy, co-founder of JustTip, about building a tipping and tronc platform straight out of school, the UK's evolving tipping legislation, and why faster, more transparent payouts matter for teams. James shares what he's learnt as a first-time founder, how operators can save £5–6k per year through compliant tronc schemes with no NIC for businesses or staff (as discussed), and why partnerships now beat cold calls. We also touch on weekly “JustTip Tuesdays”, EU expansion, and practical AI use across support and outbound sales.Thanks to our friends at Lightspeed — the point-of-sale and payments platform helping restaurants run smoother during peak season.James Fahy — Co-founder, JustTipWeb: justtip.net / justtip.co.ukOrigin story: a coffee-shop moment that sparked JustTip at age 19What JustTip does (the “CAT” pitch): Compliance, Automation of payouts, and Tax savingsTronc clarity: paying tips correctly so no NIC for business or staff (as discussed)Weekly payouts and transparency for teams (“JustTip Tuesdays”)UK vs Ireland: legislation, grey areas, and why big brands move firstCost pressures: using tronc compliance to unlock savings and time backHoliday pay, agencies, and the realities of complex staffing modelsFrom cold calls to partnerships and integrations (scaling the lean way)EU growth and embedded tipping with merchant services partnersSane AI adoption: repeat-issue support bots and smarter outbound — without losing the human touchFounder lessons: impatience, resilience, and being the final line of defence as CEOTransparency + speed = trust. Weekly, predictable tip payouts boost morale and word-of-mouth.Compliance can save real money. Correct tronc flows can mean £5–6k annual savings for a typical site (as discussed).Legislation is tightening. UK requirements (e.g., paying collected tips into staff accounts within a month) are pushing operators to formalise tronc and record-keeping.Partnerships scale better. Integrations and ISO/VAR channels beat one-by-one selling once the product fits.AI helps with the boring bits. Use it for repeat support and structured outbound — keep people for nuanced, emotional interactions.Founder reality. Titles mean little; being there “when it goes wrong” is what wins and keeps customers.“They don't care about the product — it's, are you going to be there when it goes wrong?”“JustTip Tuesdays became a thing — like a mini payroll each week.”“If you push tips correctly through a tronc scheme, the business pays no NIC and the employee pays no NIC.”“I got one of the lowest grades in entrepreneurship — then learnt it all on the job.” Intro & sponsor James's backstory and the coffee-shop spark What JustTip does (CAT: Compliance, Automation, Tax) UK/Ireland legislation & tronc reality Weekly payouts, team impact & transparency Cost savings, holiday pay & agency complexity Scaling: partnerships, integrations, embedded tipping Practical AI in support and sales Founder lessons & what's nextJustTip — justtip.net / justtip.co.ukSlush (Helsinki) — tech conference referenced by JamesConnect with James Fahy via the JustTip website.If you're an operator reviewing tipping and tronc, map your current flow and payout cadence — then compare the potential NIC and admin savings from a compliant scheme.Subscribe to Tech on Toast for more operator-first, tech-that-works conversations.Host: Chris FletcherGuest: James Fahy, Co-founder at JustTipProducer: Tech on Toast

This week, Chris sits down with Victor Lugger, co-founder of Big Mamma and Sunday, to unpack how “invisible tech” (think: pay-at-table that just works) can lift guest experience, speed up service, and actually reduce the tech clutter on the floor. From 31 trattorias across 8 countries to Sunday now processing $4.2bn and hitting ~90% adoption in London, Victor shares the operator's lens on what matters: faster, simpler payments; more time for hospitality; and real-world KPIs that move the P&L.Why “less tech, better service” wins: replacing terminals with phone-based payment, not piling on more tools.Adoption that sticks: 70% in months → ~85–90% in the UK when teams offer the option properly.Guest experience uplift: table turns +12–16% at busy brands; reviews surge when the Google prompt sits right after payment.Tips up, teams happier: 2–4× tips (UK) and ~+12% (US) thanks to AI-powered tip prompts.Loyalty that finally works in full-service: ~52% of Sunday payers enrol vs 2–5% on terminals; earn/burn becomes seamless.Enterprise scale: POS-agnostic (24+ integrations), terminals + pay-at-table + hybrid ordering where it fits.The “guest app” vision: payment as the universal touchpoint to identify 70–100% of guests and trigger CRM/loyalty, not just bookings.00:00 Intro & sponsor: Lightspeed Restaurant01:05 Meet Victor: Big Mamma (affordable luxury) → Sunday (pay-at-table)07:20 Why paying is broken — and how Sunday made it 5-second simple12:10 Staff first: freeing servers for real hospitality, not card machines16:40 Adoption drivers: the team makes the metric21:15 Fine dining vs casual: why higher spenders adopt more25:30 Reviews & revenue: faster turns, Google love, real KPIs31:45 Loyalty that isn't cringe: enrol, earn, burn without friction38:20 US scale, data-led operators, +12% tips44:05 AI in practice: smarter tip options; ordering patterns; service recovery51:10 UK market maturity: bookings, POS, checkout, CRM56:00 What's next: Dubai & US for Big Mamma; Sunday's guest-app flywheel59:30 Where to find Sunday & wrap-up“We're not adding tech — we're replacing old tech with something guests already have in their pocket.”“Give guests the option. If 82% choose phone, we're doing something right.”“With Sunday, tips are 2–4× higher in the UK and about +12% in the US.”“On Sunday payments, ~52% of guests enrol to loyalty. On terminals it's 2–5%.”“Dishoom Shoreditch went from ~10k reviews at 4.4 to ~38k at 4.8 in 18 months.”Victor Lugger — Co-founder, Big Mamma & SundayWebsite: sundayapp.com(Also live on the Tech on Toast Marketplace.)Lightspeed Restaurant — the point of sale and payments platform helping operators fly through the festive rush and beyond.Big Mamma: 31 sites, 8 countries; Dubai opening; US expansion.Sunday: pay-at-table, terminals, hybrid ordering; 24+ POS integrations; $4.2bn processed YTD.Operators: want the numbers behind adoption, tips and table turns? Take our Tech Check and we'll map your stack and intros.Suppliers: interested in a case study or Shift Talk slot? Get in touch via Tech on Toast.What you'll learnChapter markersPull quotesGuestSponsorLinks & mentionsCall to action

What is great service in 2025? In this episode of Tech on Toast, powered by Zonal, we unpack why hospitality is still (and always will be) a people business—and how that truth fuels loyalty.Host Chris Fletcher is joined by:Antony Pender — Founder, Yummy Collection (people-first pubs, bars & seafood concepts)Darren Smith — Head of Operations, Flat Iron (consistent, craveable steakhouse experiences)Gillian Nicholson — Sales Director, Zonal (tech that blends into brilliant service)They dive into:Defining modern service: “relaxed rigor,” natural interactions, and letting guests drive the experienceTraining that sticks: stories, shadowing, and Gen Z–friendly, bite-size learningTech that empowers (not replaces): surfacing the right info at the right time, seamlesslyCulture and retention: flexibility, share schemes, meaningful recognition, and clear, kind feedbackProtecting brand magic: value over hard sell; community, authenticity, and doing one thing exceptionally wellPull quotes“Hospitality is the job of making people happy.”“It's kind to be clear; it's unkind to be unclear.”“We're far more emotionally intelligent than AI—especially right now.”Catch up on the series: Missed an episode? Dive into the rest of our Loyalty Series to get fully up to speed.

In this episode of the Tech on Toast Podcast, powered by Zonal, we dig into the misunderstood but powerful world of personalisation in hospitality. With inboxes overflowing and attention spans shrinking, how do brands stand out without becoming pushy — or worse, creepy?Host Chris Fletcher is joined by:Tom James, Managing Director at Bill's Restaurants, leading the brand through a digital maturity journey with a strong focus on customer insight.Dan Brookman, CEO of Airship & Toggle, who helps 400+ UK hospitality brands turn customer data into meaningful engagement and revenue.Gillian Nicholson, Sales Director at Zonal, a technology provider supporting operators for over 45 years.☕ Grab a coffee and listen in as we cover everything from handwritten notes in delivery bags to AI-powered customer insights.

AI in Business: How Dojo is Turning Proof of Concept into Real ImpactThis week on the Tech on Toast Podcast, we're live at Dojo HQ with Rob Howes, Senior Vice President of Technology, to explore what AI in business really looks like beyond the hype.Rob breaks down how Dojo are embedding AI across payments, customer service, and fraud prevention — moving from proof of concept experiments to production-grade impact.We cover:

Customer loyalty has evolved. Today, it's less about “collect 10 stamps, get a free coffee” and more about personalisation, value, and belonging. But what does that look like in practice for pubs, hotels, and restaurants?In this episode, Chris Fletcher, Founder & CEO of Tech on Toast, sits down with:Amy Clarke – Head of Marketing, Wyndham Hotels & ResortsGillian Nicholson – Sales Director, ZonalJamie Queen – Chief Growth Officer, Butcombe GroupTogether, they unpack:

In this special episode of the Tech on Toast Podcast

In this episode of the Tech on Toast Podcast, Chris Fletcher welcomes back Dominic Child, VP of Sales at Ingredifind, for a conversation that goes beyond compliance and into the real operational and emotional impact of allergens in hospitality.Together, they explore why allergen management is still largely manual in a digital-first industry, how it affects staff confidence, guest trust, and operational flow – and how Ingredifind is changing the game.Dominic explains how their platform tackles the three biggest pain points:The lack of trust between suppliers and operatorsFriction between guests and serversThe burden on staff under pressure to get it rightThis isn't just a conversation about technology — it's a call to modernise how we handle one of the most sensitive parts of service.

In this episode, Chris Fletcher sits down with Sonny Wells, founder of Sonny's – the soon-to-launch fast-casual food brand with a mission to make eating out safer and more inclusive for people with allergies, especially coeliacs. Sonny shares his personal journey through a difficult diagnosis, what sparked the idea for Sonny's in Dubai, and how a chance encounter with Sir Richard Branson turned into national visibility and a wave of investor interest.They talk about why “gluten-free” often isn't really gluten-free, the lack of trust coeliacs feel in mainstream restaurants, and the operational minefield most hospitality brands face when trying to serve guests with allergens. Plus, Sonny gives a sneak peek into how he's building a scalable, confidence-first QSR brand—with tech, training, and trust at the core.

Cybersecurity with Naveed Islam, CISO at DojoIn this special edition of the Tech on Toast Podcast, host Chris Fletcher sits down with Naveed Islam, Chief Information Security Officer at Dojo, to unpack the state of cybersecurity in today's AI-powered, hyper-digital world.From phishing scams and data breaches to quantum threats and ransomware-as-a-service, this episode breaks it all down in a way every operator – whether you're running a single site or leading a national brand – can understand and action.

Guest: Gab Lopez, MD at 24social (MVG Media)Host: Chris FletcherSeries: Tech on Toast Season Sponsored by DeliverectThis Week's Slice:What if building a pub website took less time than pouring a pint?Chris sits down with Gab Lopez, MD of 24social, to talk about making websites work for hospitality – not the other way around. From their AI-powered “MyPlace” product for venue managers to scalable enterprise tools for group operators, 24social is transforming how pubs, restaurants and bars show up online – mobile-first, lightning-fast, and without the headache.You'll hear about:

This week, Chris Fletcher is joined by two guests with serious flavour and flair: James Packham, founder of cult bacon sandwich brand Le Swine, and Nick Clark, founder and MD of Sheffield-based creative studio 93FT. What starts with a bacon butty turns into a masterclass in brand building, creative bravery, and how friendship can drive business success.Together, they unwrap:How a stolen sandwich sparked a businessTurning a street food truck into a brand with national reachDesigning a café that feels nostalgic and newWhy great design is more than just visuals – it's storytellingThe rise of ‘hole-in-the-wall' dining and micro-conceptsWorking with heritage suppliers and building guest experiences that lastExpect plenty of laughs, some seriously tasty storytelling, and honest chat about scaling without selling out.

In this episode, Chris is joined by Nikki Perry, VP of Product at TripleSeat, who flew in from Boston for her very first visit to London. They dive into Nikki's journey from bussing tables at 13 to leading product strategy at one of the most exciting events platforms in hospitality tech.Expect a brilliant blend of real-world hospitality experience and cutting-edge product thinking — from how TripleSeat is cutting admin, increasing conversions, and transforming pre-orders in the UK, to how AI is quietly becoming the venue's best friend.They also cover: • The rise of 3D event planning (think The Sims, but for weddings and private dining) • The difference between US and UK event culture (spoiler: pre-ordering cocktails is wild to Americans) • How AI integrations like AdSalt are streamlining inbound calls and converting more leads • Why TripleSeat's newest tool, PartyPay, is making painful event payments a thing of the past • What's coming next in the product roadmap (hint: AI assistants, natural language reports, and hotel tech upgrades)Nikki shares how TripleSeat remains laser-focused on one core user: the event manager — and how the team stays close to the ground through regular customer visits, product feedback loops, and actual party-throwing.✨ Key Takeaways: •

What do Isle of Wight ferries, dirty tables, and KFC at midnight have in common? This episode. Chris is joined by the silky-voiced Jamie White, Head of Business Development at WRS, fresh off the back of a brand revamp (RIP “Systems”) and full of stories from hospitality, media, and SaaS trenches.

In this episode of the Tech on Toast Podcast, Chris chats with Rob Bowie, co-founder of Marker, the UK's first standardised sustainability rating for hospitality. Rob shares the journey behind launching Marka with co-founder Chiara, and how their gamified platform is helping restaurants, pubs and cafés take tangible steps toward sustainability—without the overwhelm.

In this episode of the Tech on Toast Podcast, Chris Fletcher chats with Archie Heaton, Head of Commercial at Level, the salary-linked financial wellbeing platform that's making waves in hospitality.We dive into:Archie's journey from Microsoft and Xbox to startup lifeWhat on-demand pay really is—and why it's not a debt trapHow Level compares to WageStream and why many operators are making the switchThe real impact of financial flexibility on retention and team moraleWhy hospitality is next in line for a financial wellbeing revolutionAnd how Level is now powering platforms for other providers, like US giant Daily Pay

This week on the Tech on Toast Podcast, Chris sits down with the always-insightful Joe Heather, Regional General Manager for Northern Europe at Deliverect, the Order Management Platform powering thousands of digital orders across hospitality and retail.From deep dives into the ever-evolving world of kiosk tech, third-party logistics, and marketplace dominance, to spontaneous chats about dogs, golf, and growing teams across borders, this one is packed with both insights and energy.What we cover:

In this episode of the Tech on Toast Podcast, Chris Fletcher sits down with Jonny McKenzie, co-founder and CEO of Bustle, the cafe management platform built by operators for operators. Jonny flew all the way from Auckland, New Zealand, for this conversation—and it shows in the insights shared.Jonny's story is anything but ordinary. From launching cocktail bars in his early 20s to running a full-service cinema and now building Bustle, he's lived every shift, every challenge, and every spreadsheet that independent hospitality operators face.☕ What's in your cup this episode? • Why Jonny left IT to shake cocktails—and how that shaped his tech career • The pain of running multiple venues without visibility—and how Bustle fixes that • Bustle's “88% Rule” for building features that work for real operators • The myth of rapid transformation: why real clarity takes time • Emotional loyalty vs points-based systems—what real recognition feels like • Why Bustle celebrates when their customers outgrow them • Why most POS systems fail creatives—and what Bustle is doing differently • The rise of bakery as the new coffee shop culture • How price confidence, not just cost control, can help operators sleep at night

Ready to get quizzical?

Welcome back to the Tech on Toast Podcast, where we serve up fresh conversations with the sharpest minds in hospitality and tech.In this episode, Chris sits down with the brilliant Catherine Allan, Head of Sales at Beds & Bars – and former NHS children's nurse – to explore how empathy, agility and tech have shaped her unique approach to driving results in hospitality.From revamping bookings with +180% growth to cutting system admin time by 87%, Catherine's story proves that real connection beats pushy sales tactics every time. Whether you're an operator overwhelmed by too many platforms or a tech company looking to genuinely support venues, this one's packed with sharp insights and big laughs.We also hear how Catherine's new venture, Tidr, is on a mission to reduce reactive labour and boost ROI by helping operators manage their third-party platforms more efficiently. Want to join the pilot programme? Grab a free trial here

In this episode of the Tech on Toast Podcast, Chris Fletcher is joined by JP Kloppers, Managing Director at Omnisient, to explore how hospitality operators can unlock the hidden value in their customer data—without compromising privacy.JP explains how data collaboration works when it's done responsibly, and how encrypted, anonymised data can create entirely new revenue streams, enable smarter AI adoption, and improve consistency across operations. Whether you're running a multi-site group or managing a single site, this episode breaks down where AI and data intersect—and why this matters more than ever in a sector under pressure.

In this episode of the Tech on Toast Podcast, Chris Fletcher is joined by Jo Morgan, Operations Director at The Other House, for a brilliant conversation on how modern hospitality is evolving — and what it really takes to scale a hybrid hotel model that blends flexibility, technology and heart.Jo shares her journey from Yorkshire pot-wash to cruise ship director, through to leading one of London's most exciting hospitality concepts. They talk scaling without losing culture, how tech like Mews and Lightspeed power better experiences, and why warmth and human connection still matter most.

I'm excited to share our latest episode of the Tech On Toast podcast, where we dive deep into the world of technology in the fine dining industry. This week, we had the pleasure of visiting Benares in Mayfair, a Michelin-starred Indian restaurant, and speaking with Shubham and Mark from TISL. Together, we explored the challenges and triumphs of implementing technology in a bustling restaurant environment.Here are three key takeaways from our conversation that I believe are crucial for anyone in the tech or hospitality sectors:The Importance of Support: One of the standout themes from our discussion was the critical role that support plays in the success of technology implementation. Shubham emphasised how TISSL's support team is always just a phone call away, ready to resolve issues in real-time, even during the busiest hours. This level of accessibility not only alleviates stress but also ensures that operations run smoothly, allowing staff to focus on delivering exceptional customer experiences.Simplicity is Key: In a fast-paced environment like a restaurant, simplicity in technology is paramount. Both Shubham and Mark highlighted how TISSL's system is designed to be user-friendly, enabling staff to manage orders and make adjustments quickly, even from their phones. This agility is essential for maintaining efficiency and minimising errors, especially during peak service times. It's a reminder that technology should enhance operations, not complicate them.Building Strong Relationships: The relationship between Benares and TISSL is a testament to the power of collaboration and trust. After a brief period with another provider, Benares returned to TISSL, citing the reliability and support they received as key factors in their decision. This episode reinforces the idea that successful partnerships are built on understanding, communication, and a shared commitment to excellence.I invite you to listen to the full episode to gain deeper insights into how technology can transform the dining experience and the importance of having the right support system in place.Thank you for tuning in, and I look forward to hearing your thoughts on this episode! Let's continue the conversation about how we can leverage technology to create better experiences in our industries.#TechOnToast #Podcast #Hospitality #Technology #Support #Simplicity #Relationships #FineDining

In this episode of the Tech on Toast podcast, we sit down with Gemma Glasson, Managing Director at Wahaca, to uncover how one of the UK's most iconic restaurant groups balances bold flavour, cultural authenticity, and cutting-edge technology to create a hospitality experience that customers don't just enjoy — they come back for.

Guest: Jonatan Marc Rasmussen, CEO & Co-Founder, All GravyTitle: Why Your Team Is Ghosting Your Workplace Comms (and How to Fix It)Live at HRC ( sorry for the audio blips!)

In this episode our Sales Director, Abbi, takes the mic, and we depart from Tech for one week only!We had the pleasure of chatting with a variety of guests from the brand new MarketHalls location, including Paddington Bear himself, Richard from Farmgirl, Hayley, the head of property for MarketHalls, and many more. Here are three key takeaways that stood out to me:The Power of Community Engagement