Change management lessons from Bill's Restaurants

Author: Nory
Published: Thu 10 Jul 2025
Episode Link: https://www.nory.ai/

Tom James, Managing Director at Bill’s Restaurants, joins Conor Sheridan, CEO and founder of Nory, to share how he led the brand through record-breaking growth over the past 4 years by doubling down on guest experience, change management, and technology.

With decades of experience and a deep operational background, Tom shares how he’s led Bill’s Restaurants through significant transformation, balancing heritage and innovation while maintaining a relentless focus on the guest experience.

Listeners will gain insights into how Tom approaches change management, builds alignment across teams, and integrates new technologies without losing sight of what makes a hospitality brand thrive. From piloting initiatives at select sites to rethinking training and communication across 47 locations, this episode is a masterclass in the leadership strategies and operational tactics that helped a legacy brand adapt and thrive in a dynamic hospitality landscape.

What You'll Learn in This Episode

>> How to lead a successful change management programme in hospitality

>> Why guest experience is the single most important operational metric

>> The value of frontline team empowerment through tech and training

>> What it takes to trial and scale innovation across multiple sites

>> How data-driven decisions improve team engagement and profitability

Meet Our Guest

Tom James is Managing Director at Bill’s Restaurants, where he has led the brand to record sales and a 100% increase in EBITDA. With over 30 years in hospitality, Tom has held leadership roles at Jamie’s Italian, Coppa Club, and Harbour Hotels, known for his operational excellence and people-first approach.

About the Host

Conor Sheridan is the founder and CEO of Nory, an AI-powered restaurant management system alongside being the co-founder of Mad Egg. Conor blends hands-on restaurant experience with a passion for tech-driven efficiency and profitability in hospitality.

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Change management lessons from Bill's Restaurants