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Pavement to Profit
Pavement to Profit is the bold, cheeky, challenging and rarely wrong hospitality podcast that exposes what customers notice long before staff or management ever do.
It’s a forensic, funny, psychologically rich look at what makes hospitality thrive — or fall apart — across bars, restaurants and hotels.


Emotional Intelligence
I've created a quick precis, learning module here with Doodly, that will give you a top line insight into Emotional Intelligence. If you want more let me know or look up Daniel Goleman and Emotional Intelligence via a search engine. I recorded this awhile ago before I'd decided what I was going to do with Buaidh2025, so excuse the comments. Emotional Intelligence is the key attribute or competency that I look for when recruiting anyone into Hospitality. The more you know abo

Ben Elmer-White
Feb 251 min read



Ben Elmer-White
Jan 150 min read
Thin Slicing: The Power—and Danger—of the First Few Seconds
Thin slicing is the art (and science) of making judgments from very small amounts of information . A glance. A tone of voice. The way someone opens a door or pauses before answering. In seconds—often fractions of a second—our brains decide who someone is, what they’re about, and how we should respond. This isn’t laziness. It’s wiring. Our minds evolved to survive, not to deliberate endlessly. We’re pattern-recognition machines, constantly filtering noise to spot signals. T

Ben Elmer-White
Jan 123 min read
Sensory Perception: Where Guest Experience Is Actually Formed
Hospitality often talks about experience as if it were a series of moments. A welcome. A service interaction. A meal. A departure. But guests do not experience hospitality in moments. They experience it through their senses , continuously, whether we are paying attention or not. Guest Experience (GXP) is not primari ly cognitive. It is sensory first, emotional second, rational last . And by the time the rational mind catches up, the body has already decided how it feels. We D

Ben Elmer-White
Jan 123 min read
The Big Fib Hospitality Tells Itself
Hospitality tells itself a comforting yet big fib. It says the guest journey begins at the door. It says it begins with a smile, a greeting, a warm welcome, a handshake, a “Hi guys, how are you today?” delivered by someone wearing a name badge and a slightly rehearsed enthusiasm. It says that if the service is good, the food is decent, the room is clean and the staff are polite, then the experience will take care of itself. This big fib is neat. This big fib is convenient. Th

Ben Elmer-White
Jan 22 min read
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