#59 - I'm In - The Conversation Gap as an Operational Risk

**This Podcast is Sponsored by Leonardo Hotels UK & Ireland** https://www.leonardohotels.co.uk/ **Host:** Phil Street FIH **Guests:** - **Martin Traynor OBE FIH** – Supervisory Board Member, Institute of Hospitality - **Rafaella Chatzimarkou MIH** – Assistant General Manager, New Hall Mains - **Sofia Mayr MIH** – Cluster Revenue Manager, Hilton **Artwork and Branding:** Sonia Cresswell (MIH) **Music by:** Leon Williams (FIH) **The Conversation Gap: Why Great Hospitality Begins with Better Conversations** Every great partnership, friendship, innovation and decision begins the same way... With a conversation. But what happens when the right conversations never happen? In this thoughtful episode, Phil is joined by Martin Traynor OBE, Rafaella Chatzimarkou and Sofia Mayr to explore **the conversation gap**, the space between what we say, what people hear, what they understand, and ultimately, what they do. From leadership and frontline teams to government, generations and technology, the discussion uncovers how assumptions quietly replace understanding, and why the quality of our conversations may be one of hospitality's greatest competitive advantages. Because communication isn't just about talking. It's about closing the gap between intention and understanding. **In This Episode, We Discuss:** - What the "conversation gap" really means in modern hospitality - Why assumptions often replace genuine understanding - The hidden cost of conversations that never happen - The difference between hearing and truly listening - Why leadership needs to spend more time on the floor - Bridging the gap between decision makers and guest facing teams - How generational differences can strengthen businesses rather than divide them - The balance between technology, AI and genuine human connection - Why creating space for conversation is becoming harder - and more important - How better conversations lead to better culture, better decisions and better guest experiences **Why Our Guests Said, "I'm In!"** **Martin Traynor OBE:** A member of the Institute for more than four decades, Martin continues to support the profession through the Institute's journey towards Chartered status, bringing experience from hospitality, government and business leadership. **Rafaella Chatzimarkou:** For Rafaella, the Institute represents continuous learning - a place where hospitality professionals share ideas, stay current and grow together throughout their careers. **Sofia Mayr:** Originally joining as a hospitality student, Sofia found more than a professional body. She found a community of people who share the same passion for hospitality, development and supporting future talent. **Outstanding Quotes from the Episode** - "Conversation is where all great progress begins" - **Phil Street FIH** - "The conversation gap is the space between what we communicate and what people actually understand" - **Rafaella Chatzimarkou MIH** - “The more information I have, the better I can do my job” - **Sofia Mayr MIH** - "The difference is between hearing... and listening" - **Martin Traynor OBE FIH** - "Nobody likes being treated like a tool for the business" - **Rafaella Chatzimarkou** **MIH** - "We are amazing at building stories around what we think we know" - **Phil Street FIH** - "What did you see today that I might not have seen?" - **Rafaella Chatzimarkou MIH** **Join the Conversation** Instagram: @ioh\_online LinkedIn: Institute of Hospitality Website: https://www.instituteofhospitality.org/ Hospitality has always been built on people. The businesses that thrive won't necessarily be those with the loudest voices... They'll be the ones that listen best.