#057 - I'm In - Creating World Class Onboarding within Hospitality

**This Podcast is Sponsored by Leonardo Hotels UK & Ireland** https://www.leonardohotels.co.uk/ **Host:** Phil Street FIH **Guests:** - **Raj Chakraborty FIH** - Regional General Manager, Macdonald Hotels - **Sally Lock** **MIH** - Group Talent Manager, Splendid Hospitality Group - **Bradley Dorrington AIH** – Owner, The Wine Cellar & Chair of the IOH Youth Council **Artwork and Branding:** Sonia Cresswell (MIH) **Music by:** Leon Williams (FIH) **World-Class Onboarding: Why First Impressions Matter More Than Ever** What if onboarding wasn’t an admin process… but one of the most important emotional moments in a person’s career journey? In this episode, Phil Street is joined by Raj Chakraborty, Sally Lock and Bradley Dorrington to explore what truly creates a world-class onboarding experience in hospitality. From first impressions and company culture to generational expectations, human connection and leadership visibility, this conversation digs into the moments that shape whether somebody feels like they genuinely belong or whether they start questioning their decision before week one is even over. As Bradley perfectly puts it: “World class onboarding is when someone finishes their first month and thinks… I made the right decision joining this business” **In This Episode, We Discuss:** - Why onboarding begins long before day one - The difference between onboarding and “just processing paperwork” - Why belonging matters more than ever in hospitality - How poor onboarding creates overwhelm, uncertainty and disengagement - Why communication is still the most underrated onboarding tool - The importance of culture in shaping employee experience - Why businesses need to “sell themselves” to candidates now - The role leadership visibility plays in helping new starters feel valued - How onboarding should adapt to different generations and personalities - Why hospitality businesses should treat employees with the same care as guests **Why Our Guests Said, “I’m In!”** **Raj Chakraborty:** Raj credits the Institute with playing a meaningful role throughout his hospitality journey and values the way it supports people at every stage of their careers. **Sally Lock:** Having joined through Splendid Hospitality Group’s partnership with the IOH, Sally sees the Institute as a powerful source of networking, insight, development and industry connection. **Bradley Dorrington:** As Chair of the Youth Council, Bradley believes deeply in creating spaces where hospitality professionals from all generations can connect, learn and support one another. **Outstanding Quotes from the Episode** - “People need to be at the centre of everything” – **Raj Chakraborty** - “Onboarding starts the minute a candidate engages with the brand” – **Sally Lock** - “We are irrelevant without people” – **Bradley Dorrington** - “People will always remember how you made them feel” – **Phil Street** - “If the systems fail, people are there to pick it up” – **Raj Chakraborty** **Key Takeaways for Hospitality Leaders** - Onboarding is an experience, not an admin task - Small human interactions often matter more than expensive processes - Candidates begin forming opinions from the very first interaction - Great onboarding reduces anxiety, overwhelm and early turnover - Leadership visibility creates trust and reassurance - Culture should be felt immediately, not explained months later - Hospitality businesses must treat onboarding with the same care as guest experience Or, as this episode repeatedly reinforced: Systems matter. But people make systems believable. **Join the Conversation** Twitter/X: @IoH\_Online Instagram: @ioh\_online LinkedIn: Institute of Hospitality Website: The Institute of Hospitality In hospitality, first impressions matter. Not just for guests. For people, too. And when onboarding is done well, people don’t just join a business. They start believing they belong there.