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Suite Talk

The Hotel Magazine

Suite Talk is the premier podcast brought to you by Hotel Magazine, where the hospitality industry’s brightest minds come together to share insights, stories, and strategies for success. Each episode spotlights influential leaders, from hoteliers to innovators shaping the guest experience, offering candid conversations about leadership, trends, and the evolving world of hospitality. Suite Talk provides listeners with thought-provoking perspectives and practical inspiration – we hope you enjoy!

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8 episodes
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Avg 49 min
English

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#8
June 26 · 43 min
Kindness and Creating Lasting Memories with Anne Golden at Pan Pacific London
In this episode of Suite Talk, hosts Jade Evans and Declan Wale are joined by Anne Golden, General Manager of Pan Pacific London, and recently crowned Hotelier of the Year at the Hotel Magazine Awards. Recorded in one of Pan Pacific London's stunning suites overlooking the city skyline, Anne reflects on an extraordinary career journey that began as an "accidental hotelier" arriving in London with little more than a few hundred pounds and a need for accommodation. What followed was a lifelong passion for hospitality, people and leadership. Anne shares the lessons she's learned from decades in the industry, the evolution of leadership styles in hospitality, and why kindness, humility and emotional intelligence are more important than ever in a world increasingly shaped by technology. From building high-performing teams to creating unforgettable guest experiences, this conversation is packed with insight for anyone passionate about hospitality and leadership. Key Topics Include: ✅ Anne's journey from Middlesbrough to leading one of London's most acclaimed luxury hotels ✅ Why emotional intelligence is becoming hospitality's greatest competitive advantage ✅ The leadership lessons that shaped her career and management style ✅ Building a culture of kindness, trust and psychological safety ✅ What winning Hotelier of the Year meant personally and professionally ✅ How AI will impact hospitality and why human connection will remain essential From accidental beginnings to industry recognition, Anne's story is a masterclass in people-first leadership and the power of creating memorable experiences. 🎧 Listen now to hear the full conversation with Anne Golden at Pan Pacific London. Read more episodes and hospitality insights at Hotel Magazine. Key Moments: 00:00 - Anne's accidental journey into hospitality 03:48 - Growing up in Middlesbrough and lessons in resilience 10:12 - Arriving in London and falling in love with hotels 18:20 - Learning leadership and overcoming early career setbacks 25:47 - Why kindness was once considered a radical leadership style 31:38 - Mentors, humility and leadership lessons that lasted a lifetime 39:26 - Winning Hotelier of the Year and what the recognition means 46:12 - What modern guests value most from luxury hospitality 53:04 - AI, emotional intelligence and the future of hotels 01:04:10 - Anne's definition of hospitality and creating lasting memories 📩 Like, comment and subscribe to stay up to date on leadership, design and innovation in hospitality. 🔗 Learn more at Pan Pacific London and Hotel Magazine.
#7
May 8 · 55 min
Experience-First Hospitality and Building House of Gods with Mike Baxter
In this episode of Suite Talk, hosts Tom Woolin and Declan Wale are joined by Mike Baxter, founder of House of Gods, for a candid and entertaining conversation on building one of hospitality’s boldest boutique brands. Recorded at the soon-to-open House of Gods in Canary Wharf, Mike shares the unconventional journey from nightclub promoter and hostel founder to creating immersive hotels built around escapism, storytelling and “treat me like I’m famous” luxury. From chaotic opening nights and accidental Rolls-Royce purchases to rethinking what boutique hospitality should actually mean, this episode dives into the realities of building a disruptive hotel brand without following the traditional rulebook. At the heart of the conversation is one core belief: hospitality should make people feel something. Key topics include: ✅ Mike’s unconventional journey from nightlife to boutique hospitality ✅ Building House of Gods around experience, escapism and storytelling ✅ The lessons learned from launching hotels without traditional industry experience ✅ Why modern luxury should feel fun, immersive and emotionally engaging ✅ Scaling a disruptive hotel brand while protecting creativity and identity ✅ How AI will reshape hospitality, and why human connection will matter even more From entrepreneurial mistakes to creative breakthroughs, Mike offers an honest look at what it takes to build a hospitality brand that genuinely stands out. 🎧 Listen now to hear the full conversation with Mike Baxter at House of Gods. Read more episodes and hospitality insights at Hotel Magazine. Key Moments: 00:00 - Chaos, luxury and the opening weekend that changed everything 02:32 - Discovering hospitality through nightlife and events 05:22 - Building The Baxter Hostel with zero hotel experience 08:23 - The disastrous first weekend: “You’re in my bed!” 14:48 - Creating House of Gods and putting experience before rooms 19:06 - Why everyone wants a little luxury and escapism 21:54 - Scaling House of Gods without losing its identity 29:48 - The new castle hotel concept inspired by witchcraft and wizardry 31:52 - Launching a champagne brand and the surprising history of champagne 50:55 - AI, human connection and the future of hospitality 📩 Like, comment and subscribe to stay up to date on leadership, design and innovation in hospitality. 🔗 Learn more at House of Gods and Hotel Magazine.
#6
April 10 · 26 min
Human Connection and Luxury at Height with Kurt Macher at Shangri-La, The Shard
In this episode of Suite Talk, hosts Jade Evans and Declan Wale sit down with Kurt Macher, Area General Manager of Operations for Paris and London and General Manager of Shangri-La, The Shard, for a conversation on what modern luxury hospitality really demands. From early beginnings in Austria to leading teams across continents, Kurt shares how his global career has shaped a leadership style grounded in openness, adaptability and people-first thinking. Recorded high above London, this episode explores the complexity of today’s hospitality landscape, where leaders must balance commercial performance, team culture and exceptional guest experience all at once. At its core, this conversation is a reminder that while the industry continues to evolve, one thing remains constant: great hospitality is built on human connection. Key topics include: ✅ Kurt’s early career and apprenticeship in Austria ✅ The importance of teamwork and learning multiple disciplines early on ✅ Leading global teams across cultures and markets ✅ Why hospitality leaders today must be “jack of all trades” ✅ Balancing commercial performance with guest experience and team wellbeing ✅ The role of community, charity and giving back in hospitality leadership ✅ How technology should enhance, not replace, human interaction ✅ Why personalisation begins before a guest even arrives ✅ Adapting to constant change in an evolving industry ✅ The enduring importance of human connection in luxury hospitality From leadership philosophy to the future of the industry, this episode offers a grounded and honest perspective on what it takes to succeed in hospitality today. 🎧 Listen now to hear the full conversation with Kurt Macher at Shangri-La. See more episodes and industry insights at Hotel Magazine. Key Moments: 00:00 – Why modern hospitality requires a “jack of all trades” approach 02:08 – Introducing Kurt Macher and his global hospitality career 03:23 – Apprenticeship in Austria and early lessons in teamwork 06:38 – What success means: beyond commercial performance 08:18 – A global career and becoming an open-minded leader 10:31 – Giving back: community, charity and purpose in hospitality 13:27 – Technology in hospitality: frictionless, not faceless 16:58 – Quick fire: personalisation, design trends and guest experience 20:57 – Leadership today: agility, teamwork and constant change 25:54 – Defining hospitality: it’s all about people 📩 Like, comment and subscribe to stay up to date on leadership, culture and innovation in hospitality. 🔗 Learn more at Shangri-La and Hotel Magazine.
#5
March 8 · 1 hr 20 min
International Women’s Day: Honest Conversations with Trailblazers in Hospitality
In this special International Women’s Day episode of Suite Talk, hosts Jade Evans and Declan Wale bring together a panel of inspiring women from across the hospitality industry to discuss leadership, representation and the realities of building a career in hotels today. Centred around this year’s theme, Give To Gain, the discussion reflected on what it means to build a career in hospitality with generosity, resilience and purpose, and how we can continue to support and elevate the future women of our industry. Recorded at the Library at Montcalm Mayfair, the conversation explores the progress hospitality has made towards gender equality, and where the industry still has work to do. The panel share personal stories from their own careers, reflecting on the mentors who shaped them, the challenges they’ve faced, and the opportunities they see for the next generation of women entering hospitality. From breaking stereotypes to building supportive cultures and redefining what leadership looks like, this episode offers an honest and hopeful perspective on how the industry can continue to evolve. Key topics include: ✅ Personal career journeys and the moments that shaped each leader ✅ The role of mentorship and sponsorship in hospitality careers ✅ Progress made towards gender equality in the industry ✅ Breaking stereotypes and challenging outdated leadership models ✅ Creating inclusive cultures where diverse voices are heard ✅ Balancing career growth with personal priorities ✅ Why representation matters at every level of hospitality ✅ Advice for the next generation of women entering the industry ✅ The responsibility leaders have to lift others as they rise Through candid discussion and shared experiences, the panel highlight how collaboration, visibility and supportive leadership can help create a more inclusive future for hospitality. 🎧 Listen now to hear the full conversation celebrating International Women’s Day on Suite Talk. Read more episodes and industry insights at Hotel Magazine. Key Moments: 00:00 – Introduction to the International Women’s Day special episode 03:05 – Meet the panel and their hospitality journeys 07:10 – Early career challenges and defining moments 12:45 – The mentors and role models who shaped their careers 18:30 – Breaking stereotypes in hospitality leadership 23:50 – The importance of representation across the industry 29:40 – How workplace culture has evolved in recent years 34:15 – Supporting the next generation of women in hospitality 39:20 – Advice for young professionals entering the industry 43:30 – Reflections on the future of hospitality leadership Connect with Our Guests: Samantha Van Exter Joanne Taylor-Stagg Anne Golden Eljesa Saciri 📩 Like, comment and subscribe to stay up to date on leadership, culture and innovation in hospitality. 🔗 Learn more at Montcalm Mayfair and Hotel Magazine.
#4
February 13 · 1 hr 1 min
Legacy and Leading with Integrity at The Landmark London with Fergus Stewart
In this episode of Suite Talk, hosts Jade Evans and Declan Wale sit down with Fergus Stewart, Chief Executive Officer of the Lancaster Landmark Hotel Company, for a powerful and deeply personal conversation about leadership, resilience and redefining hospitality culture. From a paper round in Scotland to leading one of London’s most iconic landmark hotels, Fergus shares the formative experiences that shaped his work ethic, philosophy and people-first approach. He reflects candidly on a career-defining tragedy overseas, the mentors who influenced him, and why humility remains one of the most important traits in leadership. This episode explores what great hospitality really means beyond chandeliers and suites, and why the way you make someone feel will always matter more than the physical product. Key topics include: ✅ Growing up in Scotland and the work ethic that shaped his career ✅ From aspiring footballer to hotel management graduate ✅ The power of early responsibility and resilience ✅ A defining tragedy overseas that reshaped perspective ✅ Why humility is essential in leadership ✅ The difference between luxury and emotional connection ✅ Moving away from “command and control” leadership ✅ Why hospitality must end bullying culture for good ✅ Lessons from working in 11 different countries ✅ How to attract young talent back into hospitality ✅ Integrity, trust and earning followership Fergus speaks openly about loss, accountability and culture, reminding us that hospitality is not about status or ego, but about lifting others and creating environments where both guests and teams thrive. Whether you’re leading a landmark hotel or building your career in hospitality, this episode offers a masterclass in grounded leadership and long-term impact. 🎧 Listen now to hear the full conversation with Fergus Stewart. Read more episodes and industry insights at Hotel Magazine. Key Moments: 00:00 - From Scotland to CEO: Early life, family influence and work ethic 04:30 - Football dreams and choosing hospitality as a career 08:15 - Paper rounds, resilience and responsibility at a young age 12:40 - Mentorship and the £100 leadership lesson 18:50 - A tragic loss in Egypt that reshaped Fergus’ perspective 27:30 - Humility, grief and what truly matters in hospitality 31:45 - Defining great hospitality: It’s about how you make people feel 36:20 - Evolving leadership: From command and control to collaboration 44:10 - Changing hospitality culture and ending toxic kitchen behaviour 52:00 - Technology, personalisation and the future guest experience 📩 Like, comment and subscribe to stay up to date on leadership, culture and innovation in hospitality. 🔗 Learn more at The Landmark London and Hotel Magazine.
#3
January 9 · 39 min
Sensitive Luxury and Leading with Care at Montcalm Collection with Samantha Van Exter
In this episode of Suite Talk, hosts Jade Evans and Declan Wale are joined by Samantha Van Exter, Head of Hotels at Montcalm Collection, for a thoughtful conversation on what luxury hospitality looks like today, and where it’s heading next. With more than 25 years of experience across Southern Africa, Europe and the Middle East, Samantha shares her journey from growing up in a hospitality family in Cape Town to leading one of London’s most design-led hotel collections. She unpacks Montcalm’s philosophy of sensitive luxury, where intuition, empathy and clarity matter more than excess, and explains why making guests feel “seen” is the true marker of great service. From leadership and culture to AI, sustainability and wellness, this episode explores how hospitality leaders can balance operational excellence with human connection, and why kindness and curiosity remain powerful competitive advantages. Key topics include: ✅ Growing up in a hospitality family and finding a career through service ✅ Defining “sensitive luxury” and why intuitive service matters more than opulence ✅ How guest expectations have shifted from formality to comfort and familiarity ✅ The small details that create memorable guest experiences ✅ Building strong partnerships rooted in sustainability and shared values ✅ Leading teams through change with clarity, empathy and communication ✅ Using AI to remove friction and create more time for human connection ✅ Why wellbeing and wellness are shaping luxury hospitality in 2025 ✅ Developing future leaders through curiosity, openness and mentorship Whether you lead a boutique hotel or a multi-property portfolio, this episode offers grounded insights on delivering modern luxury through people-first leadership and thoughtful service. 🎧 Listen now to hear the full conversation with Montcalm Collection’s Samantha Van Exter. Read more episodes and hospitality insights at https://thehotelmagazine.co.uk/ Key Moments: 00:00 - Introduction & Opening 01:47 - Early Life in Cape Town 04:00 - Discovering the Power of Hospitality 07:26 - Montcalm Mayfair & Design Philosophy 08:53 - Sensitive Luxury Explained 13:28 - Evolution of Guest Experience 18:20 - Partnerships & Sustainability 20:20 - Overcoming Industry Challenges 23:58 - The Future: AI & Sustainability 30:30 - Leadership & Legacy 📩 Like, comment, and subscribe to stay up to date on leadership, design and innovation in hospitality. 🔗 Learn more at https://montcalmcollection.com/ and https://thehotelmagazine.co.uk/.
#2
Nov 28, 2025 · 43 min
Building Community, Wellness and Talent at Foxhills with Tej Walia
In this candid leadership conversation, Foxhills Managing Director Tej Walia joins hosts Jade and Declan to unpack how a modern country club and resort can feel like a thriving village. From “accidental hotelier” to MD, Tej shares the mindset, investments and people-first practices behind Foxhills’ growth. With a major multi-million pound redevelopment completed and more on the way, this episode explores how to balance shiny new facilities with relentless attention to basics, and why culture, training and community are the true differentiators. Tej doesn’t sugarcoat it. He talks staff retention and promotion from within, the realities of post-pandemic hiring, and why AI should power the back office so teams can spend more time with guests. He also reframes wellness for today’s guest — from Pilates and paddle to a well-earned cocktail with friends. Key topics include: ✅ The “accidental hotelier” journey and Atithi Devo Bhava — guest as God ✅ What makes Foxhills feel like a village and how that shapes service ✅ Redefining wellness for business, members and families ✅ Investing in facilities while never dropping the basics ✅ Staff retention at scale, training, and promoting from within ✅ AI as a facilitator for better human service ✅ Mentoring, mental health, and making hospitality a chosen profession Whether you lead a hotel, club or resort, this episode offers practical lessons on culture, consistency and community that you can apply right away. 🎧 Listen now to hear the full conversation with Foxhills MD Tej Walia. Read more episodes and hospitality insights at Hotel Magazine. Key Moments 00:00 – Tej’s origin story and the principle of Atithi Devo Bhava 00:42 – Introduction and career highlights to date 01:41 – Three things people may not know about Tej 02:54 – What makes Foxhills a “village” for members and guests 04:01 – Inside the Pavilion family building and estate facilities 05:17 – Hospitality as a lifestyle, not just a job 07:35 – Balancing community feel with national events and tournaments 08:43 – A broader definition of wellness that meets guests where they are 10:33 – Lessons from major refurb and development projects 14:04 – Staff retention, perks and why familiarity matters to members 16:28 – Training that sticks and promoting supervisors from within 18:57 – Trends to watch and why “bleisure” fits Foxhills 19:56 – Where AI helps — and where only people will do 22:21 – Commuting, work rhythms, and family support 24:42 – Quick-fire: habits, myths, first impressions 25:39 – AI: threat or opportunity 27:27 – A favourite hotel and early career foundations 28:29 – Mentors then and now — and mentoring others 31:54 – Leading millennials and Gen Z with open feedback 33:02 – Learning to support mental health at work 34:37 – Nurturing talent with clear pathways and the “Passport” program 35:54 – Hotelier Hall of Fame pick — Tej’s mum 37:12 – What Tej is doing to better the industry 39:01 – The biggest frustration and the promise of hospitality as a profession 40:25 – Career highlights and hosting major events 42:25 – Tej’s definition of hospitality today 📩 Like, comment, and subscribe to stay up to date on leadership, wellness and innovation in hospitality. 🔗 Learn more at Foxhills Club & Resort and Hotel Magazine.
#1
Oct 24, 2025 · 43 min
Balancing Dark & Light at The Mandrake with Eljesa Saciri
In this energising leadership conversation, The Mandrake General Manager, Eljesa Saciri, joins,Tom and Declan to explore how a 34-key boutique property can feel larger than life. From law student to bar back to GM, she shares how tenacity, curiosity and people-first leadership power an avant-garde hotel where art, nightlife and deep restoration live side by side. This episode is produced in partnership with Agilysys, helping hotels bring guest, spend and operations together on one platform so teams can understand the whole guest journey and drive smarter revenue decisions. The Mandrake is not just a stay. It is an experience. Think two bars, two restaurants, a new members’ club and Dharmā, the world’s first immersive spa with an Origin Pool designed for full sensory reset. By day guests restore. By night they lean into the darker, playful side with DJs and performances. Through it all, service remains human and precise. Key topics include: ✅ The boutique GM journey and owning your difference ✅ The art-led vision behind The Mandrake and its private collection ✅ Sexual wellness and safe, expert-led programming ✅ Dharmā immersive spa and the Origin Pool experience ✅ Building team energy and psychological safety on every shift ✅ Commercial acumen without losing the human touch ✅ Community work, mental health advocacy and empowering women in hospitality Whether you lead an independent hotel or a branded property, this episode offers practical ideas on culture, programming and leadership that create memories from moments. 🎧 Listen now to hear the full conversation with The Mandrake’s GM, Eljesa Saciri. Read more episodes and industry insight at Hotel Magazine. Key Moments 00:00 – What hospitality means to Eljesa, creating memories from moments 00:41 – From studying law to the first female GM of The Mandrake 01:39 – Three things you did not know about Eljesa 02:43 – Inside The Mandrake: bars, restaurants, members’ club and greenhouse 03:18 – World’s first immersive spa and the new members’ club 03:47 – “I always said I would run it” 04:49 – The art-led vision and founder Rami’s personal collection 05:24 – Learning the building and its stories 05:35 – Sexual wellness at The Mandrake Salon with expert-led sessions 07:16 – First month as GM and the transportive feel of the hotel 07:46 – The all-encompassing experience: dark and light, last Friday package 08:35 – Late-night DJs and performance, then sleep and restore 08:53 – Breakfast on Jurema Terrace and restoration in Dharmā 09:53 – The Origin Pool: multi-sensory reset and ancient rituals with modern tech 11:19 – Early life as a refugee and seeking powerful female role models 14:04 – The pivot from law to hospitality and the first big break 15:28 – Ten years of rapid progression: asking questions, knowing where you fit 17:53 – Keeping it fun as a leader and setting the energy for the team 19:23 – Doing every job, leading from the floor 19:44 – Partner break: Agilysys on unified platforms and revenue clarity 23:01 – Being labelled “difficult,” age and leadership, proving commercial acumen 25:44 – Why luck meets hard work and being seen at the right time 26:08 – Community impact: women’s shelters, mental health and schools outreach 29:22 – Transparent leadership: open P&Ls, late-night support, umbrella mindset 30:48 – Learning from poor management to lead differently 32:24 – Two changes to fight for: women in leadership and real allyship 33:24 – Barriers to change and why women must champion women 34:29 – Mentors who changed the trajectory 35:58 – Midnight fox fiasco and the realities of GM life 37:29 – What has changed in a decade and why difference now leads 38:01 – Why you have to experience The Mandrake to understand it 38:40 – Career highlights: Acorn 30 Under 30 and a team award that mattered 40:08 – Quick fire: essentials, favourite cities, Hall of Fame pick, travel musts 42:17 – Question for the next guest 42:40 – Definition of hospitality: changing lives, not saving them 📩 Like, comment and subscribe to stay up to date on leadership, creativity and wellness in hospitality. 🤝 This episode of Suite Talk is in partnership with Agilysys. 🔗 Learn more about The Mandrake and Hotel Magazine.

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