Luca Rizzo’s journey started on the floor at Bill’s Restaurants, working front-of-house, learning the pace, the pressure, and what great customer experience actually looks like day to day.

His career has developed over time, growing through roles on the floor, into management, and eventually into property and estates.

That progression gives him a different perspective on estates. He understands how sites operate day to day, what teams actually need, and how even small issues can impact the overall experience, for both staff and customers.

In this conversation, we talk about what it’s like stepping into estates from operations, how to build credibility in a role that supports the whole business, and what he’s learned from being part of a team recently recognised as Team of the Year.

It’s a look at estates from the inside out, shaped by experience on the floor, and built through consistency, teamwork, and a clear understanding of what good looks like in practice.

Technology plays a bigger role in facilities management than ever before, but with so many tools, platforms and new developments, it can be difficult to separate what’s genuinely useful from what simply sounds good on paper.

Paul Bullard has spent his career working on the technology behind FM, helping to design and deliver systems that support maintenance, compliance and day-to-day operations across a wide range of environments.

Now Chief Product Officer at SFG20, his work focuses on shaping how maintenance standards and digital tools come together, ensuring that what’s built is not only technically sound, but practical for the teams using it.

In this conversation, we explore how FM technology has evolved, where it’s delivering real value, and where it can fall short. We also look at the role of data, the growing influence of AI and what facilities teams should be thinking about as the industry continues to change.

Facilities and estate management isn’t short on responsibility, but it is short on honest conversations about leadership, confidence, and who gets heard.

In this episode of The FM Fix, we’re joined by Louie-Mae Gibson, then Estate Director at Knight Frank, to talk about what leadership in FM really looks like when you strip away job titles and outdated expectations.

We explore how FM leaders can build credibility without burning out, why equity and inclusion aren’t “nice-to-haves” but operational issues, and how better cultures lead to better outcomes across estates.

Louie-Mae also shares insights from her journey through HR, operations, and senior estate leadership and why celebrating good FM work matters more than the industry often admits.