In this episode of Working the Floor, we sit down with hospitality heavyweight Martin Kuczmarski, the man behind some of London's most sought-after restaurants: The Dover, Dover Street Counter, and Martino's. Drawing on nearly three decades in hospitality, including 15 years helping build Soho House into a global phenomenon, Martin shares the philosophy that has made his own ventures such runaway successes. From handwritten reservation books and frozen martini glass swaps to triple-layered tablecloths and mouthwash in the bathrooms, every detail is designed with one goal in mind: making guests feel happier when they leave than when they arrived.
Martin reflects on why he left Soho House, what inspired him to bring \"old-school hospitality\" back to modern London, and why he believes the industry has become too focused on trends at the expense of genuine service. He discusses the creation of The Dover, a restaurant built around timeless elegance, simple food done exceptionally well, and an unwavering commitment to hospitality. Along the way, he shares stories about designing chairs through dozens of prototypes, reviving classic dishes like spaghetti meatballs and prawn cocktail, and why instinct—not market research—has guided every major decision in his career.
The conversation also explores the future of hospitality, the challenges facing London's restaurant scene, and Martin's views on members' clubs, pricing, staff culture, and what separates great operators from struggling ones. Packed with insight, humour, and a few perfectly made martinis, this episode is a masterclass in creating memorable experiences. Whether you're a restaurateur, hospitality professional, or simply someone who loves great restaurants, Martin's passion for people and service shines through from start to finish.
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