Talking Heads: The real team players

In this chapter of Talking Heads, four impactful hospitality professionals discuss the important matters of diversity, equity and inclusion

Kris Hall
Founder of The Burnt Chef Project

Business profile: In 2019, Hall established The Burnt Chef Project with the sole intention of eradicating mental health stigma within hospitality. The non-profit engages with teams across the sector to promote positive mental health and wellbeing, raising funds to train frontline staff and uphold better working conditions for employees.

Dine Out (DO): What is your definition of diversity, equity and inclusion, and how do you measure its success?
Kris Hall (KH): Having worked with thousands of hospitality businesses around the world, our experience tells us that employee health and wellbeing are not only imperative to getting the best from a team, but to creating a culture of diversity, equity and inclusion. Creating the right working environment where mental health stigma is non-existent and teams have the tools and resources in place to support colleagues is vital in today’s hospitality sector.

DO: What strategies do you have in place to attract and retain diverse talent?
KH: One of the biggest considerations we find when it comes to attracting and, more importantly, retaining diverse talent is implementing effective staff training across a business. While training has been a crucial component of running a successful hospitality business for many years, the focus has traditionally been on the perfect pour, the optimum serve or maximising the upsell. Nowadays, staff training requirements have changed significantly, with employee welfare and inclusivity being key areas for consideration.

DO: How do you encourage a positive work culture in which employees feel supported and empowered?
KH: One of the most important aspects of making employees feel comfortable, supported and empowered is a welcoming and inclusive environment. Ultimately, this is something that comes from implementing the right culture, and this must start at the very top.
Our half-day ‘Manager’s Mental Health Awareness’ course provides senior teams with the basic skills and helps to develop their confidence when it comes to managing staff wellbeing.

DO: Why are matters like diversity and inclusion essential to business success?
KH: Increasingly, we are seeing the businesses that go above and beyond as being the most successful when it comes to having happy, content and fulfilled employees, who ultimately deliver better service to customers and businesses. Companies that look after staff mental health and wellbeing, and foster a culture of inclusivity, always place higher on employee engagement and satisfaction surveys. This means it’s business critical that work environments are conducive to the promotion of good wellbeing.

DO: How can hospitality leaders encourage their teams to unleash their full potential?
KH: When it comes to supporting hospitality businesses, we offer a variety of training options, both in-person and virtually, all led by qualified and experienced instructors. From specialist mental health training for managers to dedicated wellbeing champion courses and even programmes on financial health, the education provided by The Burnt Chef Project has been designed to create a happier, healthier and more sustainable working environment.

Hannah Martin
Founder of Goose + Berry and Seventy Five at Liberty

Business profile: Founded by Hannah Martin in 2012, Goose + Berry has grown into a leading catering company, specialising in luxury events across London and the home counties. Seventy Five at Liberty is the company’s latest contribution to the restaurant scene in the capital. Located on the second floor at the iconic department store, the venue offers destination dining with a local neighbourhood feel.

DO: What is your definition of diversity, equity and inclusion, and how do you measure its success?
Hannah Martin (HM): I believe it’s important to create opportunities, develop talent and inspire growth for the next generation. To me, diversity, equity and inclusion means ensuring that every person who works with me feels a genuine sense of belonging, is able to thrive and has a fair and equal opportunity to succeed in what they’re passionate about, regardless of who they are or where they come from. Every member of my team is incredibly important to me.
As a female founder leading a young, dynamic team, it’s vital that our leadership reflects the diversity we value. We measure success not only in performance but in representation across our team. We’re deeply committed to inclusive recruitment practices, regularly implement employee feedback and culture surveys and ensure every team member feels seen, heard and supported.

DO: What strategies do you have in place to attract and retain diverse talent?
HM: I believe that if you want diverse talent, you have to build a workplace where people want to stay. For me, that means creating an environment where everyone feels supported and has room to flourish.
Something I’m super passionate about is our apprenticeship schemes and the work we do with schools and universities. It’s all about creating meaningful opportunities, reflecting our beliefs on empowering young people and giving them a chance they might otherwise not have had, as I’ve been there myself!

DO: How do you encourage a positive work culture in which employees feel supported and empowered?
HM: It’s crucial that our team feels supported. I make a point to be present, to listen and to encourage people to bring their ideas to the table.
We celebrate our wins, big or small, together, treat mistakes as chances to learn and try to create a space for everyone to lead in their own way.

DO: Can you describe your approach to recognising and celebrating cultural events and holidays?
HM: We approach cultural events with respect, curiosity and an openness to educate ourselves. Our team is made up of people from a variety of backgrounds, and we love giving them the space to share their traditions. For example, we know that food always brings people together – it’s such a universal way to connect to cultures. That’s how we create a welcoming environment so that everyone feels comfortable expressing their identities.

DO: Why are matters like diversity and inclusion essential to business success?
HM: Because real business progress happens when different voices, experiences and perspectives are in the room. I’ve seen first-hand how much stronger a team becomes when people feel safe, heard and valued. Inclusion isn’t just the right thing to do – it’s how you build a strong, successful and sustainable business.

DO: What are your top tips for encouraging teams to unleash their full potential?
HM: I aim to lead by example. If I want my team to be driven to succeed, I believe it’s important for me to support them in achieving their goals, give them space to excel in their own way, recognise their contributions and trust them to take ownership. Visibility and recognition go a long way when people know their work is seen and appreciated – I always find they naturally go above and beyond.

Eran Tibi
Chef and founder of Bala Baya and Kapara

Business profile: Tibi is described as the “epitome of a modern queer chef”. Flavour-obsessed, he is the force behind the eastern Mediterranean concepts Kapara in London’s Soho and Bala Baya in Southbank. As a proud gay man and queer business owner, Tibi believes in leading by example, fostering a dynamic and inclusive environment where every team member is empowered to bring their own unique spice to the party.

DO: What is your definition of diversity, equity and inclusion, and how do you measure its success?
Eran Tibi (ET): As a gay man and a queer business owner, I feel an even bigger responsibility to ensure our definition of inclusion is truly broad and welcoming. For us, equity means everyone gets a fair crack at the best ingredients and opportunities, while inclusion is about creating a table where everyone feels they belong.
We measure success by the buzz from our kitchens and in our restaurants and how happy and empowered our team feels. We make sure our doors are always open for both our team and guests to provide feedback any time.

DO: What strategies do you have in place to attract and retain diverse talent?
ET: We’re after passionate individuals from all walks of life with unique stories and palates, knowing that a richer mix makes for a stronger team. As a queer-owned business, we understand the importance of creating a space where everyone feels safe and celebrated for who they are. Once they’re part of the family, it’s all about growth and flavour development! We want our team to feel invested and therefore offer a range of training, from mentorship schemes to skills workshops, for everyone to grow and develop.

DO: How do you encourage a positive work culture in which employees feel supported and empowered?
ET: I believe in fostering a culture of respect and understanding across the business, from the kitchen to front-of-house. We foster proper, open communication where everyone’s voice is heard and feel it’s important to create a space where it’s alright to be yourself. We host regular team dinners where we break bread together (literally!) and make time to celebrate our successes, big or small.
As for empowering my team, I believe this comes from trust and giving people ownership. Let them experiment, let them bring their heritage to the table – that’s where the magic happens.

DO: Can you describe your approach to recognising and celebrating cultural events and holidays?
ET: Our menus are a testament to the beauty of diverse cultures, so it’s only natural that our celebrations are too! From vibrant Diwali events to soulful Hanukkah gatherings and everything in between, we embrace the traditions that make our team and wider community unique. We also make sure to celebrate LGBTQI+ Pride and other significant dates for our community. We encourage everyone, of all ages and backgrounds, to share their cultural heritage, whether it’s through a special dish, a playlist or sharing stories.

DO: Why are matters like diversity and inclusion essential to business success?
ET: A homogenous team creates a homogenous menu and, in a city as vibrant and diverse as London, that’s a recipe for something quite bland.
I know first-hand the power of feeling seen and represented and that’s what we strive to create for our team and guests. By having happy, engaged staff, we can deliver exceptional experiences, which means happy, returning customers filling tables.

DO: What are your top tips for encouraging teams to unleash their full potential?
ET: First, listen more. Everyone’s got at least one brilliant idea bubbling away. Second, create a safe space to have a go and even mess things up a bit. That’s where the real innovation happens.
Third, mentor and champion your team. See their potential, regardless of age, background or sexual orientation and help them reach for it.
Finally, infuse everything with passion and a bit of fun! A happy kitchen is a productive kitchen, serving up unforgettable moments.

Daniel Crump MCA
Co-proprietor of The Greyhound and Royal Academy of Culinary Arts academician

Business profile: Launched in December 2019, The Greyhound pub and restaurant is located in Beaconsfield Old Town, Buckinghamshire, and serves modern British food. It is the first solo venture from Daniel Crump and his wife, Margriet Vandezande-Crump, and was named the AA Restaurant of the Year (England) in 2024.

DO: What is your definition of diversity, equity and inclusion, and how do you measure its success?
Daniel Crump (DC): For us, open communication is key. That means regular team meetings and briefings in which everyone takes part and has the chance to offer their input, as well as plenty of one-on-ones. We do full, in-depth appraisals with every team member so we can get an idea of their goals, understand how we can support them and put a plan in place to help them achieve their ambitions. We revisit each personal action plan every six months.

DO: Why are matters like diversity and inclusion essential to business success?
DC: Having a diverse team is honestly one of the many reasons our team works as well as it does. We have so many different perspectives and everyone feels empowered to contribute and be themselves. We don’t just see each other as colleagues, but as family.
Although we follow a strict order of service, every individual has their own story, journey and experiences that we embrace, and the team is empowered to let their personalities shine through in their service delivery. People have to feel included and accepted for who they are to truly be happy at work – and a happy team will bring business success, because everyone works together and can show up every single day to make it happen.

DO: What are your top tips for encouraging teams to unleash their full potential?
DC: Communicate with your teams and ensure they feel able to communicate with you. Set up action plans for each individual, recognising their strengths, weaknesses and goals, support them in reaching those goals and recognise that everyone is different. Their aims will be different, and what they can bring to the business is different, and that’s by no means a bad thing!
Discuss weaknesses as a team. Ignoring them won’t make them go away, but getting everyone’s input can produce some creative solutions. Team targets also help everyone fully understand what they’re working towards, both long- and short-term, big picture and day-to-day. And while working towards these goals, don’t forget to celebrate successes – the big and small ones, as a team and individual achievements.

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