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Terms of ServiceAuthor: Terms of Service Podcast
Join industry natives, Nariba Shepherd & Justin Arnett - Graham as they explore dark side of the plate conversations. All glitter's not gold out here but it doesn't mean we can't do something about it. Poised but funny, specific yet inclusive - we aim to shed light on the human costs of the hospitality experience. Tilting the microphone to those that are often forgotten and overlooked - we commit to not only discussing the realities in the industry, but provide tangible resources to enact a more equitable landscape for all. Crafted as post shift conversations - listen in as we talk some sh*t, learn a bit, highlight unique perspectives and empower community action together. After all, this is the industry as it should be heard and its on your terms. Language: en-us Contact email: Get it Feed URL: Get it iTunes ID: Get it |
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Conscious Hospitality: Leadership, Accountability and the Human Cost of Service.
Episode 25
Thursday, 15 January, 2026
Send us a textNew year, same us. We have been on a bit of a hiatus as we have been navigating new cultural realities and showing up in real time for our communities. In this fresh episode of Terms of Service Podcast, we sit with hospitality leader Eric Schuster for a grounded and necessary conversation on conscious hospitality - not as a trend or talking point, but as a leadership responsibility rooted in accountability, awareness, and care.This dialogue explores what happens when hospitality is examined beyond guest experience and brand optics, and instead through the lived realities of the people who sustain it. Together, we unpack how legacy systems within hospitality have normalized burnout, emotional labor, and disposability and why intention alone is no longer enough to justify outcomes.Eric reflects candidly on leadership evolution, power dynamics, and the personal reckoning required to move from growth-at-all-costs thinking toward people-centered decision-making. We examine the structural roots of burnout in hospitality, challenging the industry’s habit of framing exhaustion as an individual resilience issue rather than a design flaw. From wage structures and scheduling instability to the emotional toll of service work, this episode centers the human cost that is too often rendered invisible.The discussion also confronts the tension between capital, growth, and ethics; exploring what it means to say no, slow down, or redefine success when financial pressure conflicts with values. Eric speaks to the responsibility leaders carry when people’s livelihoods are involved, and the importance of transparency, humility, and accountability in building trust across different verticals of leadership. This episode is not prescriptive, nor is it performative. This is a reflective, honest and necessary narrative asking a central question facing the industry today:If hospitality is built on care, who is responsible for caring for the people who make it possible?As always - we thank Blind Barber Chicago for hosting this necessary conversation. See you soon, - The T o S Crew Need to catch up? Subscribe to our YouTube Channel here and show us some love on the reviews - wherever you get your podcasts. It matters and so do you.
