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In this episode of Suite Talk, hosts Jade Evans and Declan Wale sit down with Fergus Stewart, Chief Executive Officer of the Lancaster Landmark Hotel Company, for a powerful and deeply personal conversation about leadership, resilience and redefining hospitality culture.
From a paper round in Scotland to leading one of London’s most iconic landmark hotels, Fergus shares the formative experiences that shaped his work ethic, philosophy and people-first approach. He reflects candidly on a career-defining tragedy overseas, the mentors who influenced him, and why humility remains one of the most important traits in leadership.
This episode explores what great hospitality really means beyond chandeliers and suites, and why the way you make someone feel will always matter more than the physical product.
✅ Growing up in Scotland and the work ethic that shaped his career
✅ From aspiring footballer to hotel management graduate
✅ The power of early responsibility and resilience
✅ A defining tragedy overseas that reshaped perspective
✅ Why humility is essential in leadership
✅ The difference between luxury and emotional connection
✅ Moving away from “command and control” leadership
✅ Why hospitality must end bullying culture for good
✅ Lessons from working in 11 different countries
✅ How to attract young talent back into hospitality
✅ Integrity, trust and earning followership
Fergus speaks openly about loss, accountability and culture, reminding us that hospitality is not about status or ego, but about lifting others and creating environments where both guests and teams thrive.
Whether you’re leading a landmark hotel or building your career in hospitality, this episode offers a masterclass in grounded leadership and long-term impact.
🎧 Listen now to hear the full conversation with Fergus Stewart.
Read more episodes and industry insights at Hotel Magazine.
00:00 - From Scotland to CEO: Early life, family influence and work ethic
04:30 - Football dreams and choosing hospitality as a career
08:15 - Paper rounds, resilience and responsibility at a young age
12:40 - Mentorship and the £100 leadership lesson
18:50 - A tragic loss in Egypt that reshaped Fergus’ perspective
27:30 - Humility, grief and what truly matters in hospitality
31:45 - Defining great hospitality: It’s about how you make people feel
36:20 - Evolving leadership: From command and control to collaboration
44:10 - Changing hospitality culture and ending toxic kitchen behaviour
52:00 - Technology, personalisation and the future guest experience
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🔗 Learn more at The Landmark London and Hotel Magazine.
Suite Talk is the premier podcast brought to you by Hotel Magazine, where the hospitality industry’s brightest minds come together to share insights, stories, and strategies for success. Each episode spotlights influential leaders, from hoteliers to innovators shaping the guest experience, offering candid conversations about leadership, trends, and the evolving world of hospitality. Suite Talk provides listeners with thought-provoking perspectives and practical inspiration – we hope you enjoy!