It's All Gravy

Most AI in hospitality is still a tool you have to operate. You open a chat, type the task, check the output - and now managing the AI is your job too. The shift worth paying attention to is agents that own a whole job and report back to you , the way a colleague would. In this episode, All Gravy CEO Jonatan walks through 18 months of building exactly that - from AI that answered questions, to agents that did tasks, to virtual employees who sit in your employee directory and your chat with a name, a job description, and the agency to escalate when something goes wrong. You'll hear concrete examples: Emma, the onboarding agent who takes a new starter from contract and right-to-work check through to their first three shifts on the rota - and chases the missing paperwork herself; a compliance agent that flags the locations falling behind on training and writes the report for your management meeting; All Gravy users already getting 60 tasks a month done with the AI assistant; why deterministic beats clever for HR work; and what actually happened to accountants after Excel. If your HR team spends more time coordinating than building, this one's for you. Topics: AI employees, AI agents, agentic AI, HR automation, employee onboarding, right-to-work checks, compliance, multi-location hospitality, rota management, people data, L&D, retention, hospitality technology, All Gravy It's All Gravy is a hospitality podcast where we dig out the best stories from industry leaders - about comms, learning, AI, and Gen Z.

What do you do when the Budget wipes a million pounds off your bottom line overnight? You find the optimism anyway. We sit down with Laura Harper-Hinton, CEO and co-founder of Caravan Restaurants and MCA Leader of the Year, on what she calls the hardest moment in 16 years of hospitality, and why optimistic leadership is the only way through it. Laura takes us right back to the beginning: running coffees at a roastery at 14, training as a photographer in Europe, and learning the art of teamwork running million-pound events where you get one night to get it right. From a small, intimate first site on Exmouth Market to the 'beast' at King's Cross and an old tin factory in London Bridge, she explains how three New Zealanders built an all-day dining and coffee group on one founding value, All Welcome, and a home-away-from-home feel that still defines every site. We dig into the people side: why she celebrates the wins first, how she delivers training and development that actually means something, and why not everyone wants to be the next GM, so you have to keep your quiet superstars inspired too. Laura is candid about leading through survival mode, the real cost of rising wages and business rates, re-questioning every step of service, and tracking diversity to design out unconscious bias, plus how better comms tools like All Gravy help scale a culture that still feels human. If you care about hospitality, leadership, or building a values-led business that performs under pressure, this one is a masterclass in finding the joy when it has never been harder. Subscribe, share it with a fellow operator, and leave a review telling us which idea you will try first. Topics: Caravan Restaurants, Laura Harper-Hinton, hospitality leadership, restaurant operations, multi-site hospitality, coffee roasting, employee retention, team culture, rising costs, minimum wage, All Gravy It's All Gravy is a hospitality podcast where we dig out the best stories from industry leaders - about comms, learning, AI, and Gen Z.

What if profit isn’t a plan but a consequence? We sit down with James from Anglian Country Inns to explore how a rundown coastal pub became a 10-site group by betting on one core belief: look after your team like family and the numbers will take care of themselves. From codifying “DNA” behaviours to empowering general managers within clear frameworks, James shows how culture can scale without sanding off what makes each site special. We trace ACI’s roots in simple, brilliant food and local suppliers, then dig into the operating model that keeps standards high across very different venues. The system is refreshingly clear: measure team health with retention and eNPS, measure guests with satisfaction and revenue, and keep business controls tight. When one pillar drifts, focus there without sacrificing the others. Along the way, you’ll hear how “Be More Beyoncé” turns reflection into a habit, why the right GM matters more than the right building, and how recognition rituals like “happy checks” make going above and beyond contagious. James also opens the playbook on leading through hard moments. During COVID, ACI backed its people early, then rebuilt around sustainable hours, four-day weeks, and smarter productivity. The results speak: stronger retention, engaged teams, lower recruitment costs, and growth that outpaces price rises. We close with why they won Best Pub Employer under 500 staff and how better comms tools like All Gravy help scale a culture that actually feels human. If you care about hospitality, leadership, or building a values-led business that still performs, this conversation is a masterclass. Subscribe, share with a fellow operator, and leave a review telling us which idea you’ll try first. It's All Gravy is a hospitality podcast where we dig out the best stories from industry leaders - about comms, learning, AI, and Gen Z.

Tommy “Tech” Giraux pulls back the curtain on how Honest Burgers scaled fast, kept the vibes, survived chaos (rain-soaked 600-burger giveaways, voucher meltdowns), cooked on a billionaire’s yacht, and is now using AI to free managers to do real hospitality. Tommy Giraux is Head of Systems at Honest Burgers. He joined 12 years ago when there were 3 sites, helped open through the boom to 45 pre-COVID (now 39), and shifted from GM/Ops to building the tech stack that powers speed and consistency. He also helped pilot Smash + Grab after Honest crowdfunded £3m. He explains: ◼️ Why 600-burger launch days worked (until they didn’t) and what he’d change now ◼️ How an Oxford Circus voucher fiasco became a live lesson in crisis comms ◼️ Why brunch flopped three times—and how focusing on “one thing done well” saved the brand ◼️ What COVID taught them about redeploying “superstars” and running 5-person teams ◼️ How an in-house AI bot (“Pickle”) cuts admin, answers staff questions 24/7, and keeps forecasting steady ◼️ What a billionaire’s yacht service revealed about standards, improvisation, and team chemistry ◼️ How stagecraft from his pop-punk band days still shapes pre-shift and leadership Timestamps 00:00 Intro — Tommy Tech, 39 sites (50+ now) 00:12 Abu Dhabi billionaire’s yacht: building Honest on a boat 01:28 Culture at scale: slips, fixes, and values in practice 02:50 Joining Honest (2012): training at King’s Cross, opening Site #6 05:19 Launch giveaways: 600 burgers, rain, and queues round the block 07:14 Why the big giveaways stopped 07:40 Scaling 3→45→39: COVID whiplash and moving “superstars” 08:56 Brunch attempts (x3): great beans, bad fit—lessons learned 11:07 Smash burgers + Smash & Grab; £3m crowdfund; Liverpool St pilot 12:23 “Tommy Tech” origin story 12:36 AI at Honest: killing admin, boosting manager insight; the “Pickle” bot 16:00 Forecasting, personalisation, and keeping the human touch 17:42 Managers out of the office: from coaching to laptops 19:59 Into systems during COVID: best-of-breed stack and partnerships 22:17 Tech vs culture: what tools can’t fix 24:01 Hiring, first 90 days, promoting from within 32:04 The legendary opening team 33:44 Pop-punk to hospitality: stagecraft, confidence, and service 35:33 Wrap It's All Gravy is a hospitality podcast where we dig out the best stories from industry leaders - about comms, learning, AI, and Gen Z.

He's spent 30 years in hospitality and led tech transformations that cut costs by £300,000 while reducing labor by 10%, now William Connors reveals what the future of restaurant technology means for profits, people, and customer experience. William Connors is a hospitality technology expert with three decades of experience across major restaurant brands including Popeye's UK, Burger King, Wingstop, and Noble Group. He was instrumental in Popeye's first 20 UK restaurant openings and has managed operations across multiple countries including Denmark, Sweden, and Norway. In 2023, he implemented Toast POS systems that delivered significant cost savings and operational improvements. He explains: ◼️ Why the first Popeye's UK opening was "complete chaos" with 4-hour queues and staff quitting ◼️ How flying wine on private jets to the Bahamas taught him crucial inventory lessons ◼️ Why AI in HR is making employees more honest than they are with humans ◼️ How one tech implementation saved £300,000 while making servers happier ◼️ The hidden reason scaling from 5 to 50 restaurants kills culture and quality 00:00 Intro 01:27 William's Background - 30 Years in Hospitality 02:44 Popeye's UK Opening Chaos - When HR Started Breading Chicken 05:15 Scaling Tech Solutions - US vs UK Approaches 08:34 Meta Workplace Success - Building Restaurant Communities 12:31 Growth Challenges - How Scaling Kills Culture 13:52 Toast POS Implementation - £300,000 in Savings 17:15 AI in Hospitality HR - The Best Use Cases 20:17 Restaurant Tech Evolution - From Cash Registers to AI 24:33 Tech vs People Problems - Finding the Balance 25:28 QR Code Payments Debate - Tech vs Human Touch 28:31 Caribbean Stories - Flying Wine on Private Jets 32:17 Smoothest Operators - Which Brands Get It Right 34:28 Burrito Mama - Building a 58-Second System 37:40 Speed vs Experience - Different Restaurant Strategies 38:07 Final Thoughts and All Gravy Follow William: LinkedIn - https://www.linkedin.com/in/theposdoctor/ Website - https://www.williamconnors.tech/ It's All Gravy Podcast: ⬛ Subscribe - https://www.youtube.com/channel/UCL-hf_wQY2h00bNnVSCzuQA ⬛ Follow us - https://www.linkedin.com/company/allgravy/ ⬛ Contact - https://www.allgravy.com/ It's All Gravy is a hospitality podcast where we dig out the best stories from industry leaders - about comms, learning, AI, and Gen Z.

It's All Gravy is about making frontline work fun again. We'll talk to experts about comms, ops, learning, AI and more - to create a fun workplace. It's All Gravy is a hospitality podcast where we dig out the best stories from industry leaders - about comms, learning, AI, and Gen Z.