Michael Tinsager has a unique position in hospitality - as an industry adviser and podcaster with the Hospitality Mavericks Podcast, he has access to the experience and wisdom of hundreds of great operators and experts. He is based in the UK and keeps a close eye on the industry there, in Europe, North America and worldwide.

Ken Burgin interviewed Michael to find out what he's learned during the pandemic about Innovation & Leadership in Hospitality Management. We discussed 'new best practice' with purchasing, cost control, financial reporting and control systems, particularly with the increasing maturity of data analytics. We also discussed changes in managing people - recruitment, retention, mental health, skill development, culture and productivity.

Moving to the customer side of business, we looked at recent changes in the customer experience and service, and how businesses are meeting and matching new expectations. This then led to marketing, customer communication, loyalty and social media. It was a very stimulating conversation! You can download Michael's recent presentation on What Great Hospitality Leaders Know & Do.

You'll find the Show Notes and links for today's episode on the HospoReset.com website. Don't forget to subscribe to the weekly Hospo Reset newsletter, and connect with Ken Burgin on Linkedin and on Twitter.