Hospitality Insight with The SilverFox - Stephen Hickmore

Who Is Building Tomorrow’s Hospitality Managers? We keep hearing the same complaint in South African hospitality: “We don't have enough skilled managers.” But perhaps we need to ask a slightly more uncomfortable question — what are we actually doing to develop the next generation of managers? In this episode, the SilverFox takes a frank look at graduate recruitment, unpaid internships and the...

Can genuine hospitality really be taught? After nearly 50 years in the hospitality industry, Stephen Hickmore — the SilverFox — explores why a scripted smile and a rehearsed “Have a nice day” can never replace genuine human connection. Drawing on a real experience at 33 on Bond, Stephen looks at confidence, empathy, humor, honest communication and the crucial role leaders play when things go wrong...

You’re the Conductor — But You Don’t Play the Instruments What does an orchestra conductor have in common with a great leader? Quite a lot, actually. In this episode of Hospitality Insight with The SilverFox , Stephen Hickmore explores leadership through the eyes of a slightly unconventional cellist — and the lessons he learned from watching conductors bring dozens of individual musicians together...

Micro-Maintenance: The Small Things Guests Never Forget What happens when the small things in a hotel start to go wrong? A crooked light fitting. A scuffed chair. A chipped tile. A broken handle. A clock that has stopped. A mark on the wall. A piece of paper left on the floor. None of these things, on their own, is a disaster. But together, they can completely change the way a guest feels about a...

Are salespeople really just dealmakers — or are we missing the point? We’ve all seen the stereotype — the fast-talking, shiny suit salesperson who closes deals by pressing every button. Guess what? That’s disappearing faster than last season’s menu. Today’s top seller is actually building trust , understanding needs, and creating confidence before any price discussion. Ever wonder why salespeople...

33 on Bond: Raising the Steaks | Leadership, Hospitality & Building a Real Restaurant What does it really take to open and run a successful steakhouse? In this episode of Hospitality Insight with The SilverFox , I sit down with Meagan Devlin , one of the student leaders behind this year's exciting restaurant project at The Swiss Hotel School South Africa, 33 on Bond: Raising the Steaks . T...

The Real Heroes Over the past 16 weeks, I had the privilege of working with a group of hospitality teachers from township schools in South Africa. What began as a teacher training programme soon became something much more profound. In this deeply personal episode, I reflect on the dedication, resilience and passion of educators who willingly gave up sixteen Saturdays to improve their skills and cr...

Step into the remarkable story behind one of the most influential names in hospitality history. In this episode, we explore the life of Conrad Hilton — war veteran, entrepreneur, dreamer and founder of the Hilton empire. Inspired by his autobiography Be My Guest , this is not just a business story, but a deeply human one. From the dusty frontier towns of New Mexico and Texas… to the glittering hal...

Should restaurants ask about allergies...or should diners be responsible for telling? Drop a 🙋‍♂️ if you think the system needs less police, more honesty! Here's the deal: asking every table about allergies is complicated. But, is it a legality? But when someone’s life depends on that info, yeah, it’s a must. The real question: should diners be more upfront, or do restaurants need to chill wi...

Welcome to Hospitality Insight with The Silverfox. Today, I want to challenge one of the biggest misconceptions in our industry — the idea that hospitality is simply about being friendly, smiling at guests, and learning on the job. Because modern hospitality has changed. Running a hotel, restaurant, resort, or hospitality brand in 2026 requires serious intelligence, strategic thinking, financial u...

From fiery tempers and military-style kitchen brigades to emotional intelligence and modern hospitality leadership, this week on Hospitality Insights with The SilverFox we dive deep into the fascinating psychology of chefs and kitchen culture. Joining us is Chef Karen Rossouw, Head of Culinary at The Swiss Hotel School South Africa , for a candid and often humorous conversation about what really h...

Why do restaurants feel so expensive right now—and are they actually making more money? In this episode of Hospitality Insight with The SilverFox , we break down the real economics of the restaurant industry , from food costs and labour to rent, VAT, and shrinking profit margins. If you’ve ever wondered why a simple night out feels like a luxury, this episode reveals the truth behind restaurant pr...

The truth about celebrity chefs—what you see isn't always what you get. Are they really cooking, or just managing empires? Behind the scenes, many celebrity chefs are no longer in the kitchen—they’re branding, television, and empire-building. The glossy image? Often stage-managed. Shows like Kitchen Nightmares? Sometimes just production chaos for entertainment, not real turnaround stories. Even Mi...

What really happens behind the scenes in the restaurant industry? In this episode, ‘SilverFox’ Stephen Hickmore reveals untold realities of kitchen life, from hidden costs and service pressure to what chefs and restaurant managers don’t tell you. With nearly 50 years in hospitality, discover how restaurants actually operate, what drives profit, and the skills needed to survive and succeed in high-...

Ever wondered what makes a hotel extraordinary? Here’s the truth from the legendary Sol Kerzner! Sol Kerzner didn’t just build hotels; he created experiences that guests remember and cherish. His journey from humble beginnings in Durban to revolutionizing the hospitality industry is packed with lessons for all of us. 1. Great hospitality is built on strong financial discipline. 2. Expose yourself...

One of the biggest mistakes we make in education is telling every young person that the only path to success is a traditional university degree. The reality is that many young people are better suited to practical, applied careers where they can learn by doing, gain experience quickly, and start earning sooner. In hospitality especially, we see young people thrive when they are given the opportuni...

The Experience Economy Has Won: Why Hospitality in 2026 Is No Longer About Rooms, but Meaning For much of its history, the hospitality industry has traded on a fairly simple promise: a comfortable room, a good meal, and efficient service. That formula built an entire global sector. But in 2026, what is the future of Hospitality? Something fundamental has shifted.

What makes a great hospitality professional? Hospitality is fundamentally about human connections. Energy and enthusiasm - Resilience - Curiosity and learning - Team Spirit.

Running a hotel today is not just about service - it's about leadership, strategy and technology The opinions broadcast are those of Stephen Hickmore in his personal capacity For more News, opinions and insights check out Hospitality.co.za

This Friday's podcast talks about why Generation Z are anxious, social media influences and how the hospitality industry is well placed to fix them and make them great leaders. The opinions broadcast are those of Stephen Hickmore in his personal capacity