AI & Efficiency in Small Business: Friend, Foe, or Force for Growth?

Host: Phil Street FIH

Guests: Professor Peter Jones FIH, Professor Roya Rahimi MIH & Bradley Dorrington AIH

Artwork & Branding: Sonja Cresswell MIH

Music: Leon Williams FIH

AI is everywhere, but what does it really mean for small business owners in hospitality? In this episode, Phil is joined by Professor Peter Jones, Professor Roya Rahimi, and Bradley Dorrington to unpack the role of AI in making small businesses more efficient, agile, and competitive.

From practical “quick wins” to the bigger ethical questions, this conversation explores how AI is already transforming the industry and how small businesses can adopt it without fear or overwhelm.

Whether you’re excited, cautious, or somewhere in between, this discussion will give you clarity on where to start and what to watch out for.

In this episode, we discuss:

• How AI can free up time by automating repetitive tasks
• The real opportunities for small businesses in data analysis and decision making
• Why adopting AI doesn’t mean replacing staff
• Practical starting points for small operators curious about AI
• How marketing and customer engagement are being reshaped by AI
• The misconceptions (and fears) that hold small businesses back
• Why AI should be seen as a supportive tool, not a threat

Why Our Guests Said, “I’m In!”

Peter Jones: A Fellow for over 30 years, Peter values the IOH as a supportive, evolving professional body that grows alongside the industry.

Roya Rahimi: Passionate about bridging academia and industry, Roya sees the IOH as a vital community that reflects her lifelong commitment to service and hospitality.

Bradley Dorrington: As a small business owner and now Chair of the Youth Council, Bradley values the IOH for its network, support, and commitment to showcasing hospitality as a vibrant career path.

Outstanding Quotes from the Episode

• “AI is your starting point, not the end answer. You’ve still got to ask the right questions” – Peter Jones
• “AI makes me feel like a superhuman — it frees me from repetitive tasks so I can focus on what really matters” – Roya Rahimi
• “Sometimes it’s just about giving it a go. Even a simple chatbot or fact-checking tool can make a big difference” – Bradley Dorrington
• “The power is in the prompt” – Phil Street

Join the Conversation

Twitter/X: @IoH_Online

Instagram: @ioh_online

LinkedIn: Institute of Hospitality

AI in hospitality isn’t science fiction, it’s already here. The question is: how will you use it? Tune in now to find out!

Have feedback or want to feature on a future episode? Contact Phil at phil.street@instituteofhospitality.org