Toolkits aren’t paperwork. They’re performance.

In this episode of Hospitality Huddles, Scot Turner and Bal Mahey break down one of the most requested, yet most misunderstood, parts of hospitality operations: toolkits, SOPs, operational manuals, and digitised frameworks.
Chapters:
00:00 – Welcome from Vorboss Studios in East London
00:56 – “Toolkits vs SOPs”: why language matters
02:01 – Why operators struggle to build toolkits
02:36 – Toolkit structure: imagery, brand sheets, videos
03:25 – Development: analysing, visiting, filming, documenting
04:48 – Capturing day parts and service elements
05:25 – Sequence of service, rituals and tone of voice
06:31 – Making toolkits accessible: videos, planograms, formats
07:03 – Delivering toolkits digitally and physically
07:56 – Why PDFs become worthless after 3 months
08:23 – Amend: updating and correcting existing documentation
09:06 – Standardisation across multi-site or multi-country ops
10:14 – “Company standards vs brand specifics” explained
11:23 – Takeaway example: universal standards vs brand execution
12:12 – Why objectivity matters when amending SOPs
12:45 – Writing for operators, not HR
13:20 – Recommendations: workflow, equipment, digitisation
14:16 – Digitisation tools: scanning, barcoding, mobile-first ops
14:50 – Market research and operational insight
15:21 – Scoops, portion bottles and consistency tools
15:51 – Documentation + value-added recommendations
16:30 – Identifying roadblocks and workflow friction
17:17 – Equipment, people, digital: the three ops pillars
18:22 – Why toolkits matter for scaling hotel groups
18:53 – The McDonald’s systems lesson
19:10 – Final reflections

Luxury is undergoing a profound transformation — and the old rules no longer apply.

In this episode of Hospitality Huddles, Scot Turner is joined by Professor Zi Wang, luxury branding academic, consultant, writer and coach, to explore how a new generation of consumers is reshaping the meaning of luxury.
Zi reveals why today’s luxury is defined less by status and more by quietconfidence, emotional value, identity expression and cultural consciousness. They discuss Gen Z’s rejection of traditional luxury cues, the importance of authenticity, and why emotional intelligence is now one of the most essential skills in hospitality and brand-building.
Chapters:
00:00 – Introduction to Professor Zi Wang
01:05 – Zi’s journey: academia, luxury branding and coaching
03:10 – How luxury has evolved beyond status
05:45 – The rise of emotional value in luxury
08:20 – Gen Z and the rejection of traditional luxury codes
11:02 – Symbolism, social media and identity construction
13:40 – Post-pandemic shifts: meaning, intention and consciousness
16:12 – Why “personalisation” is misunderstood in hospitality
18:55 – Emotional intelligence as a luxury differentiator
21:10 – Why luxury brands lose relevance
23:44 – “Quiet confidence” as the new luxury aesthetic
26:11 – Time, space and attention as elite commodities
28:55 – Sustainability and conscious consumption
31:40 – Zi’s work as a consultant, writer and coach
33:20 – Final reflectionsTo learn more about Professor Zi, find her on LinkedIn here:

https://www.linkedin.com/in/zi-wang-59a90b248/

This podcast is brought to you by Auden Hospitality, creating hotel F&B that rewrites the rules. Learn more by visiting our website www.audenhospitality.com

From Blackpool to Istanbul, via Kenya, Australia, Hong Kong, Vegas, Budapest, Kuwait and Dresden — this episode of Hospitality Huddles is our full 2025 Wrapped.
Recorded in early December, Scot Turner and Bal Mahey reflect on a year of global travel, concept development, hotel openings, operational toolkits, market research and big learnings. It’s a relaxed, honest recap of where the year took us, what stood out, and why 2026 will be the year the hard work of 2025 really comes to life.

Chapters:
00:00 – Welcome & setting the scene01:10 – January: Blackpool market research02:48 – Kenya and Nairobi market insights03:40 – Toolkits, SOPs and early-year groundwork04:04 – Asia trip: Bali, Australia and Hong Kong04:18 – Windsor and the Castle Hotel concept04:41 – Vegas and Bar & Restaurant Expo06:27 – Spring concepts and Foxhills development07:58 – Budapest: To The Table08:50 – Noreen opening and summer momentum09:59 – Mayfair flagship hotel concept11:27 – Kuwait reconnaissance and toolkit deep-dive15:23 – Dresden market research and strategy15:56 – Kensington Hideaway opening prep16:18 – Istanbul Hilton opening17:39 – Reflections on 2025 and looking ahead
To learn more about our work at Auden Hospitality, visit our website www.audenhospitality.com

AI can transform hospitality, but not in the way most people think. It’s not about shortcuts or replacing humans — it’s about efficiency, validation, and support.
In this episode of Hospitality Huddles, Scot Turner and Bal Mahey share how they use ChatGPT and other AI tools to deliver projects faster and more accurately. From validating financial narratives to analysing competitor sets, they explain how AI can reduce workload while keeping human experience at the centre.
Expect insights on:
- Why AI should support, not replace, human expertise
- How transcripts and project files can build efficiency
- The role of AI in financial validation and tone of voice alignment
- Real-world case studies: competitor analysis, sales mix reviews, andfeasibility studies
- Why guest-facing language still requires human oversight

Chapters:
00:00 – Using ChatGPT for efficiency, not shortcuts
01:45 – Travel case study: testing ChatGPT in Bulgaria
04:41 – Building client transcripts into project workflows
05:40 – Efficiency vs. validation: why speed matters
08:25 – Human vs AI: the back-and-forth process
10:44 – Teaching AI brand tone of voice
13:00 – Market study for a London five-star hotel
15:02 – Using sentiment search and AI to validate data
17:21 – Cutting 2–3 days’ work down to 3 hours
20:44 – Risks of AI “ghosting” and false assumptions
22:30 – The restaurant analogy: AI as the AGM, humans as the GM
22:52 – Closing reflections: AI as support, not replacement

Hotels have a common problem, food & beverage profitability.

So if we could give you a solution that provides you with market intelligence, people-less automation and takes care of the operation, it would sound too good to be true.

Wrong, you just haven't heard about Wundermart. In this week's episode of Hospitality Huddles, Scot Turner sits with Wundermart Co-Founder, Laurens de Kleine to chat about hotel F&B and also the future of breakfast dissecting work Auden Hospitality and Wundermart have carried out together on a forward-thinking breakfast solution.

This is a truly great episode if you are wanting to think differently about what hotel F&B looks like.

To learn more about Wundermart - visit their website https://wundermart.com/

Chapters:

00:00 Intro

01:57 What are you seeing in Hotels

05:08 Why hotels keep looking back

08:08 How data helps make a difference

10:35 How AI can optimise performance

14:22 How Wundermart helps hoteliers

15:30 Why it works for Guests and Hoteliers

20:00 Why convenience trumps price

25:00 Frictionless Breakfast

33:40 40% Opportunity

37:20 Quality over Quantity

43:00 People are Predictable

Why are hoteliers so afraid of failure? And what does risk really mean in hospitality today?

In this bite-size episode of Hospitality Huddles, Scot Turner and Bal Mahey explore why risk aversion can hold hospitality back — and why measured risks, experimentation, and even failure are essential for progress.

Expect insights on:
- Why psychological fear stops leaders from trying new ideas
- How to define “measured risk” in hotel F&B and operations
- The danger of holding onto failing concepts for too long
- Why investing properly at the start matters for success
- The balance between giving projects enough time and knowing when to walk away
Chapters:
00:00 – Why are we scared of failure?
01:48 – Measured risks in hotels and F&B
02:39 – The psychology of fear and trying new things
03:33 – Taking risks at Auden: lessons learned
04:41 – Defining failure upfront and setting cut-off points
06:39 – Why you still need to invest properly to give ideas a chance
09:15 – The Mark Hotel hot dog stand: a case study in doing it right
10:04 – Trinity Outside: patience and persistence in risk-taking
11:35 – Key takeaways on risk and failure
13:20 – Balancing time, instinct, and experience
13:58 – Final reflections: don’t be scared, just try

This is a very special episode as we are joined by our Strategic Brand Expert, Richard Liverman, who has worked with our Founder, Scot Turner to shape the Auden brand to share some of the insights he has brought to our conversations over the last 18 months.

This is a fantastic insight into how Richard helps brands be amazing including lessons learnt working with Nike, Godiva and Jack Daniels as well as how you can apply some basic business foundations into your business.This is an episode full of business advice for any leader.

00:00 Episode Teaser

01:22 How Richard Helps

03:29 Clarity is King

05:36 You're not the Hero

09:21 Creating Ambassadors

13:00 Why No Budget Sparks Creativity

16:00 Don't be Boring

19:15 The Nike World Cup Lesson

25:48 The Shopping Centre Theory

32:00 Why Every Business Needs Scaffolding

36:52 Be Uncomfortable

39:00 The Secret To Keeping Your Brand Fresh

40:00 Stop, Start, Continue

Richards Resources:

To learn more about Richard and how he helps businesses - visit his website Richer Solutionshttps://richersolutions.com/

📚 Book recommendations in the episode to help your business:

Building a Brand Story by Donald Millar

https://amzn.to/4qFmVRI

Remarkable by David Salyers

https://amzn.to/49IZ11z

Atomic Habit by James Clear

https://amzn.to/4ov4oX1

What do McDonald’s, Shake Shack, and Subway have to teach hoteliers about F&B?

A lot more than you might think.
In this bite-size episode of Hospitality Huddles, Scot Turner and Bal Mahey break down the key lessons hotels can take from the world of Quick Service Restaurants (QSR). From process design and automation to training and consistency, they explore how QSR thinking can transform hotel F&B operations.
Expect insights on:
- Why QSRs succeed through process, repetition, and scalability
- The difference between “quality” and “consistency” in food delivery
- How prescriptive training can make teams more confident
- Why hotels should simplify rather than overcomplicate operations
- Real examples of applying QSR thinking in hotel outlets

Chapters:
00:00 – What hotels can learn from QSRs
03:30 – Don’t make it complicated: efficiency at scale
07:17 – Why quality = consistency in QSR
10:13 – McDonald’s burger process explained
15:07 – Development designed for operators, not chefs
16:19 – Scoops, measures, and standardisation in hotels
20:12 – Process, repetition, and prescriptive training
21:24 – Final reflections: lessons for hoteliers