What if profit isn’t a plan but a consequence? We sit down with James from Anglian Country Inns to explore how a rundown coastal pub became a 10-site group by betting on one core belief: look after your team like family and the numbers will take care of themselves. From codifying “DNA” behaviours to empowering general managers within clear frameworks, James shows how culture can scale without sanding off what makes each site special.

We trace ACI’s roots in simple, brilliant food and local suppliers, then dig into the operating model that keeps standards high across very different venues. The system is refreshingly clear: measure team health with retention and eNPS, measure guests with satisfaction and revenue, and keep business controls tight. When one pillar drifts, focus there without sacrificing the others. Along the way, you’ll hear how “Be More Beyoncé” turns reflection into a habit, why the right GM matters more than the right building, and how recognition rituals like “happy checks” make going above and beyond contagious.

James also opens the playbook on leading through hard moments. During COVID, ACI backed its people early, then rebuilt around sustainable hours, four-day weeks, and smarter productivity. The results speak: stronger retention, engaged teams, lower recruitment costs, and growth that outpaces price rises. We close with why they won Best Pub Employer under 500 staff and how better comms tools like All Gravy help scale a culture that actually feels human.

If you care about hospitality, leadership, or building a values-led business that still performs, this conversation is a masterclass. Subscribe, share with a fellow operator, and leave a review telling us which idea you’ll try first.

It's All Gravy is a hospitality podcast where we dig out the best stories from industry leaders - about comms, learning, AI, and Gen Z.