Kith & Kin Hospitality: 1001 Epic Fails & conversations from the industry

In Conversation

In the first Stand Out Hospitality Conversation, Cassie Davison is joined by Michael Tingsager, host of the Hospitality Maverick podcast, to explore what the most resilient hospitality businesses do differently.Through more than 300 conversations with hospitality leaders around the world, Michael has developed a framework he calls Agile Hospitality. It identifies the patterns that help hospitality businesses remain adaptable, people-focused and commercially strong in a constantly changing industry.In this conversation, Cassie and Michael explore the principles behind that thinking and what they mean for independent hospitality operators running pubs, restaurants, cafés, bars and hotels.They discuss:• Why clarity of purpose is essential in hospitality• The idea of graceful growth and building businesses for the long term• The pursuit of mastery rather than settling for average performance• How radical transparency builds trust with teams and customers• Why giving teams a stake in the outcome strengthens culture• The importance of freedom to operate for frontline teamsThe conversation also explores a wider idea: that hospitality is ultimately about human connection, and the businesses that thrive are those that build systems and cultures that protect that humanity while still running strong commercial operations.This episode is particularly relevant for independent hospitality business owners and leaders navigating the realities of running complex small businesses in a fast-changing world.About the Stand Out Hospitality ConversationsThis episode is part of the Stand Out Hospitality Conversations, hosted by Cassie Davison. The series brings together leading voices from across the industry to explore leadership, culture and the future of independent hospitality.About Cassie DavisonCassie Davison spent more than 30 years as a hospitality owner-operator and is the author of Stand Out Hospitality. She now works across the industry through speaking, writing and the Kith & Kin Hospitality community, which brings independent operators together for conversation and shared insight.

Episode SummaryIn this heartfelt and insightful episode, Cassie welcomes Katy Moses, founder and Managing Director of KAM, the leading insight consultancy in UK hospitality. From childhood memories of Chiquitos and fizzy drinks to launching a data-led business that’s shaping the future of pubs and restaurants, Katy shares her journey with honesty and humour.They explore the emotional power of hospitality, why pubs remain the heart of the community, and how insight—not just instinct—drives better decisions. Katy also talks about KAM’s origins, how the pandemic transformed the industry, and what she believes the future of hospitality—and the pub—is really about.Expect stories, laughter, and a dose of proper industry truth.Katy’s early love of hospitality and first memories of eating outWhy research and insight are essential in modern hospitalityPubs as places of belonging, choice, and communityThe impact of COVID-19 on the sector—and how it accelerated progressHow KAM started (thanks to one determined client and Companies House)Low and no alcohol trends: zebra striping, bookending, and guest expectationsWhy listening to customers is more than just a “gut feeling”The evolving identity of pubs—and why the best ones never forget their purposeThe future of hospitality: community, technology, and meaningful innovation“The pub is like a microcosm of society—everyone matters as much as everyone else.” – Katy MosesKAM Insight Website: www.kaminsight.comKnowledge Hub (free insight, reports & webinars): Knowledge HubEmail Katy: [email protected] KAM on LinkedIn: KAM InsightJoin the Kith & Kin community: https://kithkinhospitality.co.uk/LinkedIn: Cassie DavisonTopics CoveredQuote of the EpisodeLinks & ResourcesConnect with Cassie

Host: Cassie DavisonGuest: Bex Wilkins, Co-Founder of Makers of HospitalityIn this energising episode of the Kith & Kin Hospitality Podcast, Cassie sits down with Bex Wilkins, co-founder of Makers of Hospitality and former Marketing Director at Peach Pubs. With a journey that started aged 13 washing pots and now sees her launching her second independent pub, Bex’s story is proof that the best operators are built, not born.We talk about growing up in kitchens, falling in and out of love with the industry, and what it really takes to build a values-led hospitality business today. From corporate frustrations to freedom, Bex shares why she left a high-profile career to create something of her own—and how she’s doing it differently this time, with purpose, leadership, and the right people around her.Whether you're a pub operator, future founder, or just love a great comeback story—this is for you.00:01 – Meet Bex: From KP to co-founder of Makers of Hospitality01:28 – Aged 13, pot washing in Bromsgrove (and now back again, with her own pub)04:11 – Young people in pubs: why early work builds confidence and resilience07:19 – Learning the value of work early—and the lessons that stay for life10:14 – From reluctant manager to passionate marketer12:56 – Life at Peach Pubs: learning, growing, and finding her voice15:16 – Moving from operations to marketing leadership (without a degree)18:42 – When the corporate dream doesn’t fit: knowing it’s time to leave20:48 – Craving change, making the leap, and backing yourself22:31 – The pub that sparked it all—and convincing her wife to join the journey24:46 – Transforming a derelict building into a vibrant community pub26:20 – The hard truth: not all independents survive, but the best still can28:35 – Being proactive, staying competitive, and using social media well30:24 – Adapting to change: lower alcohol, higher standards33:08 – What makes a pub matter: it’s not the drink—it’s the feeling35:21 – Inside the pub: quality-led, seasonal food and a warm welcome37:37 – Fish on Fridays, Chianti on Saturdays: listening to what guests want38:46 – No safety net: the reality of being your own boss39:56 – Opening pub #2—and why tenancies made sense for their growth41:23 – Building the team she never had: mentorship, equality, and fun44:11 – Paying fairly, promoting internally, and creating a workplace people love45:54 – Fortune favours the brave—and Bex is just getting startedCo-Founder – Makers of HospitalityWith over a decade at Peach Pubs and a passion for people-first business, Bex is on a mission to build beautiful, high-quality pubs where food, values, and leadership all matter. Alongside her wife and business partner, she’s creating spaces that feel good to visit—and even better to work in.🔗 Follow Bex on LinkedIn🌐 Visit Makers of Hospitality (add link when available)At Kith & Kin, we believe hospitality is more than a business—it’s a calling. We tell the real stories behind independent hospitality with warmth, honesty, and a deep respect for the people who make it happen.🌍 cassiedavison.co.uk🔗 Connect with Cassie on LinkedIn📲 Want to join the Kith & Kin WhatsApp community?Message Cassie via LinkedIn or the website to request access.Set High Standards – From menu design to team culture, Bex leads with quality and care.Stand Out – Makers of Hospitality is carving out a niche in a crowded space—with values at the core.Define Your Identity – From free-range menus to community connection, everything reflects a clear vision.Build Loyalty – The team stays because they’re supported, developed, and respected.Tell a Great Story – Bex’s journey is one of courage, growth, and rewriting the script.This episode is a reminder that great businesses start with brave decisions—and the belief that it can be better.🍻 From KP to co-founder: a story of guts, grit, and going your own way in hospitality.

Cassie Davison welcomes Jackie Moody McNamara—a hospitality lifer who’s gone from sleeping on pool tables as a child to shaping executive teams across sectors. Founder of Be Brilliant, Jackie now works as a coach and consultant for businesses and individuals, helping them unlock confidence, align with purpose, and build safe, thriving environments for growth.Episode SummaryWith a rich story that starts in Birmingham’s community pubs and stretches all the way to boardroom influence, Jackie brings warmth, wisdom, and hard-won perspective to this episode. She shares how being raised above pubs by Irish immigrant parents shaped her deep sense of hospitality and belonging, and how that lived experience still guides her coaching today.We explore Jackie’s transition from pub manager to training lead, to executive director running 500 pubs—often as the only woman in the room—and how she learned to embrace her voice and values along the way. She and Cassie discuss motherhood, resilience, and how adversity and purpose often intertwine. Most powerfully, Jackie reflects on the work she does now: holding space for others, encouraging senior women to own their impact, and helping teams rediscover connection through storytelling.If you’re passionate about people, purpose, and what it really takes to build a strong, values-led business—this one’s for you.Key Discussion Points & Timestamps00:28 – Meet Jackie: Founder of Be Brilliant and veteran of the hospitality industry01:57 – Growing up in pubs: A family home full of warmth, community, and customers03:12 – From stew for the regulars to Christmas dinners for the homeless—hospitality as heart08:46 – Early work behind the bar, high standards, and falling into hospitality (and loving it)10:05 – First pub at 18: A stand-in relief manager turned full-time career11:25 – Learning by doing: Building empathy and adaptability from short-term pub placements13:03 – Walking into someone else’s business—and learning how to lead with respect14:24 – The unparalleled early career training hospitality provides young people15:32 – Being the only woman in the room—and not letting it stop your rise16:30 – Turned down for a pub because she was single—and how that opened new doors17:29 – Imposter syndrome, quick progression, and learning to own your place at the table24:38 – Four intense years: marriage, loss, motherhood, and managing a 500-site estate26:41 – A bold choice: leaving a 21-year career for family time—and what came next29:23 – Full circle: Watching your former team members rise—and being invited to work for them32:55 – When values don’t align: Learning when to walk away33:25 – Founding Be Brilliant: From accidental coach to strategic mentor34:51 – Who Jackie works with: SMEs, senior women, and leadership teams across industries36:36 – Coaching women to know their worth—and negotiate for it38:19 – From pub kid to safe space creator: Why storytelling is everything in building connection39:22 – The timeline exercise: How personal stories change team dynamics42:08 – Sharing the hard stuff: Building true belonging through emotional connection43:12 – Turning heartbreak and heaviness into purpose and progress45:47 – The biggest change in hospitality: Losing pubs—but not losing hope47:16 – Hospitality’s magic formula: Opportunity, growth, and real people-first careersConnect with Jackie🔗 Find Jackie on LinkedIn🌐 Visit: bebrilliantcoaching.co.uk (or search "Be Brilliant Jackie Moody McNamara")💬 Jackie works with individuals, teams and businesses—especially where people, purpose and leadership matter most.Keep up with Kith & Kin🌍 Visit: cassiedavison.co.uk🔗 Connect with Cassie on LinkedIn📲 Want to join the Kith & Kin WhatsApp community for hospitality?Message Cassie via LinkedIn or the website to request accessThis episode is a reminder that behind every confident leader is a story—and the courage to share it.

Cassie Davison sits down with Vic, founder and CEO of DataHawks, and a hospitality veteran with over three decades of hands-on experience—from pulling pints in her teens to leading brand strategy at national chains. With her unique blend of operational grit and marketing insight, Vic now helps hospitality businesses use their own customer data to drive real, measurable growth.Episode SummaryWhat happens when someone who truly understands hospitality—on the floor, behind the bar, and in the boardroom—turns her focus to data? You get DataHawks. In this powerful episode, Vic shares her journey from 18-year-old pub manager to industry disruptor, explaining how hospitality brands can stop guessing and start growing by understanding their customers on a deeper level. Cassie and Vic dig into the disconnect between operations and marketing, why brands get stuck in “broadcast mode,” and how a smart, customer-first approach to data transforms loyalty and revenue. Plus, Vic opens up about building communities, letting go of burnout, and finding purpose again in hospitality.It’s candid, bold, and packed with game-changing takeaways for operators, marketers, and founders alike.Key Discussion Points & Timestamps00:26 – Meet Vic: CEO of DataHawks, with 31 years in hospitality and a journey that started behind the bar01:31 – Gifted a pub at 18: The fast-track chaos (and charm) of early hospitality careers03:06 – Overpromoted and underprepared: Why the industry needs to support its young talent better05:30 – Vertical drinking and Bacardi Breezers: A look back at wild ‘90s pub culture06:15 – Learning to run a business at Revolution Soho: Numbers, accountability, and rapid growth07:34 – Bridging the ops-marketing gap: Why flyers under the door don’t cut it09:41 – Falling in love with branding: Freelancing, concept work, and making creative ideas operational11:44 – What marketers should be doing: Knowing the customer, tracking the impact, and moving the dial12:42 – The madness behind big brand decisions—and why “yummy mummies” isn’t a customer profile18:54 – When data replaces anecdote: Real stories of insight vs. guesswork20:53 – If you can make it work in Milton Keynes… Why regional sites reveal the real strength of a brand22:27 – The inspiration: Tesco Clubcard and the power of customer insight24:44 – Why loyalty isn’t about discounts—it’s about understanding your guests27:22 – The birth of DataHawks: Turning overlooked data into tangible, trackable revenue30:16 – From insight to action: Building ROI-focused customer journeys with purpose33:36 – Why DataHawks doesn’t chase algorithms—they own the channel and message instead36:11 – It's not just numbers: Data as the whisper in the ear of hospitality CRM38:11 – What’s wrong with marketing today: Brands are broadcasting, not building relationships40:23 – Loyalty is dead—long live connection: Reclaiming purpose in a high-pressure industry44:23 – The pathway back to loyalty: Connection → engagement → trust48:29 – For businesses just starting: Start collecting meaningful data, and act with intention51:10 – Community as fuel: Vic’s WhatsApp group and passing the baton to Glenda55:27 – Rediscovering purpose: What COVID taught us about collaboration and care in hospitalityConnect with Vic & DataHawks📧 Explore services at: www.datahawks.co.uk🔗 Say hello to Vic on LinkedIn🗣 Want to learn how DataHawks can support your business? Reach out directlyKeep up with Kith & Kin🌍 Visit: cassiedavison.co.uk🔗 Connect with Cassie on LinkedIn📲 Want to join the Kith & Kin WhatsApp community for hospitality? Message Cassie via LinkedIn or the website to request accessYou don’t need more customers—you need stronger connections with the ones you already have. This episode is a masterclass in how to make that happen.

Cassie is joined by Glenda Barber, a South Wales native turned freelance marketing consultant, whose love for hospitality began as a child in her grandparents’ pub. From pulling pints and building community to now shaping brand narratives for some of the industry’s leading voices, Glenda brings a rare mix of heart, hustle, and marketing savvy.Episode SummaryIn this feel-good, insight-packed episode, Glenda shares her personal and professional journey through the hospitality world—from early service jobs to scaling national brands like Brains Brewery and Cosy Club, to launching a thriving freelance career supporting B2B hospitality powerhouses. She and Cassie dive into the emotional weight of hospitality spaces, how intuition fuels great marketing, and why returning to this industry felt like coming home. Glenda also reveals her role as the new host of one of the most active hospitality marketing communities in the UK—where ideas, support, and good chat flow daily. This episode is a celebration of everything hospitality does best: connect, uplift, and create unforgettable experiences.Key Discussion Points & Timestamps00:27 – Meet Glenda: Freelance marketing consultant with deep hospitality roots01:54 – Cardiff memories: Ice cream floats and childhood impressions of service03:12 – First jobs, lasting impact: How early shifts in a pub shaped her career05:45 – Lifelong connections: The teams that helped define her sense of purpose08:37 – Trying other industries: Why hospitality feels different—and better11:29 – High growth at Loungers: Storytelling, speed, and serious ambition13:49 – It starts with trust: How Cozy Club openings were grounded in local connection14:18 – Freelancing after motherhood: Staying close to hospitality in new ways15:28 – From WhatsApp to powerhouse network: Leading a 700-strong marketing community18:56 – Sharing over secrecy: How the pandemic changed the industry’s mindset21:02 – Championing B2B women in hospitality: Glenda’s inspiring client roster23:26 – Translating front-of-house intuition into brand strategy26:10 – Service that gives you goosebumps: Glenda’s experience at Six by Nico28:38 – Bad service stories that stick: Why empathy and awareness matter29:51 – The small things that change everything: Being present for your guests30:26 – Want in on the community? How to join Glenda’s hospitality marketing groupConnect with Glenda💼 Reach out to Glenda on LinkedIn📱 Want to join the hospitality marketing group? Message her directly to be addedStay Connected with Kith & Kin🎧 Subscribe, rate & review the podcast🌍 Learn more at https://www.cassiedavison.co.uk/This episode is a love letter to hospitality—not just as a career path, but as a place where intuition, creativity, and connection come to life. Whether you're in marketing, operations, or dreaming up your next venture, Glenda’s story will remind you why this industry matters.

This week, Cassie is joined by Sorrel Ward, newly appointed Sales and Marketing Director at Wembley Arena, to explore her incredible career path in hospitality. From flipping burgers at 14 to running marketing for major hospitality brands, Sorrel’s story is a testament to the endless opportunities the industry provides.She shares how hospitality shaped her skills, why she transitioned from front-of-house roles into marketing, and how relationships and networks have fueled her career growth. Now, as she steps into the world of large-scale events at Wembley, Sorrel reflects on why hospitality is more than just a stopgap—it’s a career full of possibility.⏱ [00:08] – Welcome & introduction to Sorrel⏱ [00:34] – A career-defining start: Flipping burgers at 14⏱ [02:33] – From acting aspirations to finding a passion for hospitality⏱ [05:02] – Working in Guernsey: The magic of seasonal hospitality⏱ [07:38] – Travel & hospitality: From Cape Town to Australia⏱ [12:26] – Climbing the ranks: From bar work to management training⏱ [15:06] – Why hospitality is still misunderstood as a career path⏱ [17:28] – Transitioning to training & management roles⏱ [21:43] – Moving into marketing & the power of hospitality networks⏱ [30:26] – The evolution of hospitality: Marketing in a changing landscape⏱ [37:42] – The next big move: Starting at Wembley Arena🔗 Connect with Sorrel on LinkedIn https://www.linkedin.com/in/sorrel-ward-24ab288/🔗🔗 Follow Kith & Kin for more hospitality insights:

This episode, Cassie is joined by Lorraine Copes, founder of Be Inclusive Hospitality, to discuss how she transitioned from a career in procurement and supply chain to leading a social enterprise dedicated to creating a more equitable hospitality industry.With over 20 years of experience across pubs, contract catering, fine dining, and casual dining, Lorraine shares her personal journey, the challenges she faced in leadership, and why representation matters. Through research, mentorship, and partnerships, Be Inclusive Hospitality is raising awareness and driving real action in the sector.⏱ [00:01] – Welcome & introduction to Lorraine⏱ [00:26] – From logistics to hospitality procurement: Lorraine’s career path⏱ [03:07] – The creative side of problem-solving in supply chain & procurement⏱ [06:45] – Why procurement is a key function for hospitality success⏱ [11:35] – The shift from corporate hospitality to purpose-led business⏱ [13:56] – Founding Be Inclusive Hospitality: The need for change in the industry⏱ [16:19] – Research & reports: Uncovering barriers to progression in hospitality⏱ [18:33] – Raising awareness vs. driving real action in businesses⏱ [22:21] – Why education is essential to creating long-term inclusivity⏱ [25:31] – How understanding people’s experiences creates stronger teams⏱ [28:46] – How the industry is reacting & the future of inclusivity in hospitality⏱ [30:53] – Where to find Be Inclusive Hospitality & access research🔗 Learn more about Be Inclusive Hospitality: www.bihospitality.co.uk🔗 Follow Lorraine on LinkedIn: 🔗 Follow Be Inclusive Hospitality on social media: [Instagram | LinkedIn ]🔗 Follow Kith & Kin for more hospitality insights:

This episode, Cassie is joined by Emma, Senior Communications Manager at Heartwood Collection, to explore how a strong brand purpose can simplify business operations and generate high emotional engagement—both from customers and the team.Emma shares her journey from corporate law to hospitality, revealing how Heartwood’s commitment to values-driven leadership, community focus, and internal growth has fueled its success. As an award-winning brand that continues to expand while maintaining deep local connections, Heartwood is proof that when people feel they belong, businesses thrive.⏱ [00:01] – Welcome & introduction to Emma⏱ [00:27] – Emma’s career shift: From law to a hospitality brand with purpose⏱ [02:09] – Early experiences in hospitality & the emotional pull of the industry⏱ [06:54] – Why Heartwood works: A brand built on values, not just transactions⏱ [08:06] – Winning Sunday Times Best Place to Work – the power of a people-first culture⏱ [09:40] – Simplifying success: How a clear brand purpose guides growth⏱ [14:22] – High emotional engagement: Why customers & staff feel ownership of Heartwood pubs⏱ [17:23] – Storytelling & hospitality: Connecting with guests through authenticity⏱ [27:03] – Heartwood’s expansion strategy & balancing growth with community focus⏱ [35:43] – Future plans: Sustaining success without losing the personal touch🔗 Connect with Emma on LinkedIn: 🔗 Learn more about Heartwood Collection

Episode SummaryIn this episode of Kith & Kin, host Cassie Davison sits down with Susan Zwinkels, Chief Marketing Officer at Kitch, to explore the evolving role of social media in hospitality. Susan shares her journey from working in restaurants to leading a strategic social agency and reveals how hospitality brands can use social media to drive footfall, build loyalty, and stand out in a crowded industry.From storytelling and customer engagement to avoiding common social media mistakes, this episode is packed with insights for hospitality businesses of all sizes. Whether you're an independent operator or a large hospitality brand, this conversation will help you rethink how you approach social media.[00:01] Introduction – Susan’s background in hospitality and how she transitioned into marketing[02:42] The Power of Hospitality Experience – How working in kitchens and front-of-house shaped Susan’s marketing perspective[06:26] Why People Skills Matter – How hospitality teaches adaptability, communication, and customer service[12:40] The Digital Transformation – How hospitality brands have adapted to the rise of social media[18:50] What Kitch Does – How Kitch supports hospitality brands with social media strategy, content, and campaigns[21:53] Common Social Media Mistakes – What hospitality businesses get wrong with their social strategy[25:35] The Power of Storytelling – Why emotional connections drive engagement on social media[29:04] Why Social Media Shouldn’t Be an Afterthought – How to integrate social into your marketing strategy from day one[32:54] Understanding TikTok & Gen Z – How social media is evolving and why TikTok is a game-changer[35:56] Social Media Tips for Independents – How small hospitality businesses can maximize impact[38:50] Data-Driven Social Strategies – Using analytics to improve performance and prove ROILearn why storytelling and authenticity are key to social media success.Discover how to focus on content that engages rather than chasing trends.Understand the data and insights that drive real ROI.Get expert guidance on which platforms to prioritize.Practical strategies for small businesses with limited time and budget.Hospitality entrepreneurs looking to improve their social media strategyRestaurant, pub, and café owners who want to attract more customers onlineMarketing professionals working in the hospitality industryAnyone curious about how digital marketing impacts hospitality successDownload the ‘State of Social’ Report – Free benchmarking insights for hospitality brands: Visit Kitch’s WebsiteFollow Kitch on Instagram: @kitchsocialConnect with Susan on LinkedIn: Susan ZwinkelsEmail Kitch: [email protected] you found this conversation valuable, make sure to subscribe, rate, and review Kith & Kin on your favorite podcast platform. And don’t forget to share it with other hospitality professionals who might find it useful.

Episode SummaryIn this episode of Kith & Kin, host Cassie Davison sits down with Stefano Frigerio, co-founder of Champagne + Fromage, to discuss his journey from international marketing to pioneering a new way to enjoy champagne. Stefano shares how his brand is redefining champagne culture, making it an everyday luxury rather than just a drink for celebrations.Stefano talks about how he and his wife, champagne expert Maud Frigerio, built a business that showcases grower champagnes paired with artisan cheeses, creating a unique experience for customers. He also dives into how franchising and pub partnerships are helping expand their brand beyond London and across the UK.For hospitality entrepreneurs, restaurant owners, and anyone passionate about food and drink, this episode explores how branding, partnerships, and customer experience can help create a standout business in a competitive industry.[00:01] Introduction – Stefano’s background in international marketing and his move into hospitality[03:10] Rethinking Champagne Culture – Why champagne should be an everyday drink, not just for celebrations[05:08] The Birth of Champagne + Fromage – How Stefano and Maud combined their passions to create the brand[06:42] Overcoming Business Challenges – Navigating setbacks like COVID-19 and rebuilding the business[08:46] Expanding Through Partnerships – How pubs are integrating Champagne + Fromage into their offerings[13:57] The Franchise Model – Why franchising was the next step for growth and how it works[19:24] Finding the Right Locations – Why market towns and spa towns are a perfect fit for the brand[23:21] The Future of Champagne + Fromage – Expansion plans for France and Italy[25:19] How to Get Involved – Partnership and franchise opportunitiesStruggling to differentiate your brand in hospitality? Learn how Champagne + Fromage built a unique identity.Want to attract new customers? Discover how partnerships and brand positioning can bring in a wider audience.Considering franchising? Stefano shares insights on developing a successful franchise model.Trying to recover from industry setbacks? Understand how adapting business strategies can lead to long-term success.Hospitality entrepreneurs looking to expand their brand through partnerships or franchisingRestaurant, pub, and café owners wanting to offer unique food and drink experiencesFood and wine lovers curious about champagne and cheese pairingsMarketing professionals interested in how branding and storytelling impact the hospitality industryWebsite: champagneplusfromage.co.ukInstagram: @champagnefromageEmail: [email protected] Champagne + Fromage locations in Covent Garden, Brixton, Greenwich, and Bath, with more locations opening soon.If you enjoyed this episode, don’t forget to subscribe, rate, and review Kith & Kin on your favorite podcast platform.

Episode SummaryIn this episode of Kith & Kin, host Cassie Davison sits down with Annica Wainwright, co-founder of Two Forks, to uncover the hidden power of menus in the hospitality industry. Annica shares how strategic menu design can increase sales, enhance customer experience, and boost brand loyalty. From her journey as a restaurant critic to helping hospitality businesses optimize their brand messaging, she provides valuable insights into menu psychology, customer behavior, and marketing strategies.If you're a restaurant owner, café operator, or hospitality professional looking to attract more guests, improve customer retention, and increase profitability, this episode is packed with practical tips and industry insights to help you thrive.Menu Psychology & Customer Behavior – How subtle menu tweaks can increase customer spendingFrom Critic to Consultant – Why understanding your customers' mindset is the key to successHow to Reduce Menu Overwhelm – The science behind simplifying choices to boost salesHospitality Branding & Customer Loyalty – Crafting a message that turns guests into regularsDigital vs. Print Menus – What’s next for restaurants, pubs, and hospitality businessesStruggling to attract and retain customers? Learn how a clear, engaging brand message can create long-term loyaltyIs your menu confusing or overwhelming? Find out how to optimize your menu layout for a better guest experience and higher salesWant to stand out in a crowded hospitality market? Discover the power of storytelling and customer research to make your brand unforgettableNot sure how to price your menu effectively? Learn expert menu engineering techniques to maximize profitability without turning off customersRestaurant & café owners looking to improve guest experience and revenueHospitality marketers & branding professionals aiming to refine brand messagingChefs & operators who want to design better, more effective menusAnyone passionate about the hospitality industry and its many career pathsWebsite: twoforks.co.ukLinkedIn: Annica WainwrightIf you enjoyed this episode, don’t forget to subscribe, rate, and review Kith & Kin on your favorite podcast platform.

Kith & Kin Hospitality Podcast - Episode 30Episode Title: Guest Gabrielle Goode, Freelance Hospitality Marketing Specialist with Cassie DavisonGuest: Gabrielle Goode, Freelance Hospitality Marketing SpecialistHost: Cassie DavisonContact Details:LinkedIn - Gabrielle GoodeIn this episode of the Kith & Kin Hospitality Podcast, Cassie Davison welcomes Gabrielle Goode, a freelance marketing specialist who has worked with some of the biggest names in the hospitality industry, including The Ivy Collection, Caprice Holdings, and Langan's Brasserie. Gabrielle shares her journey from growing up in a hospitality family, falling in love with the industry, and transitioning from operations to marketing. They discuss the importance of storytelling, the impact of data-driven marketing, and the evolving challenges of attracting and retaining customers in a fast-changing industry. Born into a family with a history of pub ownership in London. Early experiences in hospitality fueled her passion for the industry. Worked in cocktail bars in Nottingham during university, surrounded by industry professionals who continue to shape hospitality today. Inspired by luxurious dining experiences at top London restaurants like Petrus and Alain Ducasse. The emotional connection to hospitality and how it creates lasting memories. The role of fine details in elevating guest experience, from service to ambiance. Started in PR but realized her passion was in hospitality marketing. Worked with Cirrus Inns, developing award-winning marketing campaigns. Moved on to The Ivy Collection, where she spearheaded press-worthy campaigns and high-impact site launches. The importance of knowing your customer base and brand identity. How data, AI, and CRM systems play a crucial role in personalized marketing. The difference between mass marketing and targeted luxury marketing strategies. Navigating fast-changing customer expectations and trends. The balance between digital marketing and real-life brand experiences. Avoiding the "race to the bottom" in pricing strategies and instead creating value-driven customer loyalty. Gabrielle’s transition into freelance hospitality marketing. Working with diverse clients, from high-end rooftop bars in Dublin to the superyacht industry. The challenges and rewards of running a marketing consultancy, including self-promotion and business strategy. “The best restaurants don’t just serve food—they create experiences that stay with you for a lifetime.” – Gabrielle Goode “Marketing is more than just social media; it’s about storytelling, brand positioning, and truly understanding your audience.” – Gabrielle Goode “The customer hasn’t disappeared—they’re just more selective. It’s our job to make sure the experience is worth their investment.” – Cassie Davison Connect with Gabrielle Goode on LinkedIn:LinkedIn Profile Gabrielle’s Website:The Hospitality Marketer Host: Cassie Davison:www.cassiedavison.co.ukDon’t miss an episode of Kith & Kin Hospitality Podcast! Subscribe and leave us a review on your favorite podcast platform. Share this episode with hospitality professionals looking for fresh insights on marketing, customer engagement, and brand storytelling.Thank you for listening!

Kith & Kin Hospitality Podcast - Guest: Ines Llerena del Blanco, Pricing Strategist at Pearson Ham GroupHost: Cassie DavisonIn this episode of the Kith & Kin Hospitality Podcast, Cassie Davison sits down with Ines Llerena del Blanco, a pricing strategist with 25 years of experience in the restaurant and hospitality industry. Ines shares her journey from working in restaurant operations to becoming a pricing consultant, helping businesses develop effective pricing strategies. She discusses the role of data in pricing decisions, the importance of customer insights, and how pricing impacts profitability in hospitality. Inspired by childhood experiences at family friends' restaurants. Studied Hotel & Restaurant Management in the US after receiving a scholarship. Gained hands-on experience working in various hospitality roles, including Compass Group, Club Med, and Intercontinental Hotels. Transitioned from operations into pricing consultancy after obtaining a Master’s degree from Cornell University. Why Pricing Matters: Margins in hospitality are razor-thin, and pricing is crucial for profitability and sustainability. Key Factors in Pricing Strategy: Understanding brand identity, customer expectations, and market conditions. The Role of Data: Using transactional data to determine demand trends, optimal pricing, and customer purchasing behavior. Technology's Influence: AI and data analytics are now accessible even to smaller businesses, helping them make informed pricing decisions. Hospitality businesses must define their brand and understand their customer base to set effective prices. Pricing strategies should align with customer expectations and perceived value. Businesses can leverage AI and big data to refine their pricing models. Pricing adjustments should be clearly communicated to both customers and staff. Staff training is critical in handling customer feedback on pricing. Poor communication can negatively impact customer perception and trust. The industry has evolved, but long hours and operational demands remain significant challenges. Women in leadership roles in hospitality are still underrepresented due to work-life balance challenges. The industry fosters resilience, adaptability, and strong interpersonal skills. Hospitality careers are diverse, from front-line operations to data analytics, consulting, and strategy. There are growing opportunities in pricing strategy, revenue management, and customer experience optimization. The industry offers valuable skills that are transferable to other sectors. “The only way to provide an amazing experience is by generating profits – training staff, using quality ingredients, and maintaining beautiful venues all require financial investment.” – Ines Llerena “So much of pricing is about perception. How you communicate price changes can be just as important as the prices themselves.” – Ines Llerena “This industry teaches resilience, adaptability, and teamwork. It prepares you for anything.” – Cassie Davison Connect with Ines Llerena del Blanco on LinkedIn: LinkedIn - Ines Llerena del Blanco⁠ Host: Cassie Davison:www.cassiedavison.co.ukDon’t miss an episode of Kith & Kin Hospitality Podcast! Subscribe and leave us a review on your favorite podcast platform. Share this episode with fellow hospitality professionals who are looking to refine their pricing strategies and enhance their business profitability.Thank you for listening!

Host: Cassie DavisonGuest: Richard Dickson, Co-Founder of Play It Green In this episode, Cassie welcomes Richard Dickson, co-founder of Play It Green, to share his journey of creating a business that drives real, impactful change. Richard discusses how his passion for conscious capitalism, sustainability, and community has evolved through his career, blending his expertise with a mission to help businesses—and hospitality in particular—reduce their environmental footprint and make a difference. From his experiences in retail and working with global initiatives, Richard explains the importance of behavioral change, cultural shifts, and the role of nature repair as part of a holistic approach to sustainability. Richard’s Journey: From questioning everything as a child to co-founding a business rooted in purpose and values. Hospitality Connection: How Richard fell in love with hospitality through impactful initiatives like “a quid on a bill.” Conscious Capitalism: Building a business where profit drives positive impact—10% of turnover goes directly to charity. Overcoming Challenges: Richard opens up about struggles with mental health, an unsupportive boss, and how his autism diagnosis shaped his outlook. Play It Green’s Solution: Helping businesses make sustainability easy with step-by-step support, nature repair (trees, mangroves, sea kelp), and transparent reporting. Impact for Hospitality: How hospitality businesses can effortlessly integrate sustainability, engage their teams, attract younger customers, and make a real difference. Richard shares how Play It Green works seamlessly with hospitality businesses: Easy to Join: Add £1 to bills to support nature repair and social giving. Zero Admin: Fully automated systems integrated with EPOS partners like Zonal. Tangible Impact: Transparent, blockchain-verified data showing exactly where and how contributions make a difference. Support & Guidance: Resources, templates, and education to help businesses on their sustainability journey. 🎯 The Outcome: Happier teams, engaged customers, and a future-proofed, purpose-driven business. 🗣️ “Sustainability isn’t just about trees and carbon. It’s about culture, behavior, and people.”🗣️ “When people feel valued and understood in a business, they perform better and stay longer.” 🌍 Website: playitgreen.com📧 Email: [email protected] Play It Green makes it easy for hospitality businesses to embed sustainability, create impact, and connect with purpose—all while staying profitable. 📢 Want to learn more? Reach out to Richard or visit the Play It Green website for a seamless way to start your sustainability journey. 🎧 Listen to the Full EpisodeBe inspired by Richard’s powerful story, his mission to support businesses and communities, and his passion for creating a sustainable future. 📢 If you enjoyed this episode, don’t forget to subscribe, leave a review, and share it with your network. More from Kith & Kin:💡 Helping hospitality businesses connect with purpose and thrive🎯 Real stories, real challenges, and real solutions from industry experts🌟 Discover more at Kith & Kin Hospitality

Host: Cassie DavisonGuest: Sam Pentecost, Founder & Owner of The Alpine Pizza Co Episode SummaryIn this episode of The Kith & Kin Hospitality Podcast, Cassie sits down with Sam Pentecost, founder and owner of The Alpine Pizza Co, one of the leading pizza suppliers on the UK’s festival circuit. Sam’s journey takes us from construction sites to wedding catering and finally to some of the biggest festivals and events in the UK. Sam shares how he transitioned from working in a demanding, high-pressure construction industry to building a thriving, complex hospitality business driven by his passion for food, people, and problem-solving. From logistics challenges to managing seasonal demand, Sam gives a fascinating behind-the-scenes look at what it takes to succeed in mobile catering at scale. Key Highlights Sam’s Journey into Hospitality: From juggling construction jobs and hospitality roles to starting Alpine Pizza Co in a converted horsebox in 2017. How his love for hospitality’s social element pulled him back into the industry. The big decision during COVID to go all-in and turn his side hustle into a full-time business. The Challenges of Large-Scale Mobile Catering: Moving from small weddings to catering at major festivals like Glastonbury, Reading & Leeds, and Winter Wonderland. The complexities of logistics, staffing, and stock management in unpredictable environments. Managing dough in extreme weather – from scorching summer festivals to freezing winter events. Making Hospitality Sustainable Year-Round: Tackling the seasonality of events and creating stability for staff. The importance of building a strong, supportive team and transitioning staff to full-time roles. How Alpine Pizza Co balances smaller weddings with high-volume events while targeting corporate catering opportunities. Business Growth & Lessons Learned: Sam’s reflections on the “dark days” of unexpected VAT bills and the game-changing decision to hire a business coach. The importance of problem-solving and delegation in growing a complex business. Why focusing on the events they enjoy and that deliver ROI is now a core strategy for the future. Memorable Quote"If money is your only driver, hospitality isn’t for you. You’ve got to love it. If I didn’t enjoy this, I wouldn’t do it – because hospitality is all about people, energy, and problem-solving." – Sam Pentecost Connect with Sam Pentecost & Alpine Pizza Co Instagram: @TheAlpinePizzaCo Website: www.thealpinepizzaco.com Email: [email protected]

Host: Cassie DavisonGuest: Lauren McCormick, General Manager, Omi Bar, Leicester Episode SummaryIn this deeply inspiring episode of The Kith & Kin Hospitality Podcast, Cassie sits down with Lauren McCormick, General Manager at Omi Bar, Leicester, and finalist for General Manager of the Year at the Kith & Kin Hospitality Awards. Lauren’s remarkable story takes her from living on the streets and in supported accommodation to building a thriving career in hospitality. She shares how the industry became her “real-life therapy,” providing purpose, belonging, and the opportunity to make a difference to others’ lives. Key Highlights From Survival to Success: How Lauren overcame a difficult start, living on the streets and supported accommodation, to begin her hospitality career at 16 as a glass collector. Rising step-by-step through the industry: from bar staff to supervisor and now General Manager of Omi Bar. The Power of Hospitality: How hospitality became an extension of family and a place of belonging during challenging times. Why creating a welcoming, compassionate environment for guests and team members is central to Lauren’s approach. Career Challenges & Lessons Learned: Managing the transition from peer to leader and the pitfalls of hiring friends. The importance of internal team relationships for delivering exceptional customer experiences. Lauren’s Vision for the Future: Her dream of opening a late-night venue and breathing new life into UK nightlife. Plans to relocate to London to further develop her experience and career in the big city. Memorable Quote"Hospitality gave me a family when I didn’t have one. It’s not just a job – it’s a place where we can make someone’s day better, no matter what they’re going through." – Lauren McCormick Connect with Lauren McCormick LinkedIn: Lauren McCormick Email: [email protected] 📺 Watch the Full Episode on YouTube 🎥:Watch here on the Kith & Kin Hospitality Podcast Channel 🎧 Listen & Subscribe: Follow Kith & Kin Hospitality Podcast for more inspiring stories of resilience, purpose, and passion in the hospitality industry.

🎙️ Kith & Kin Podcast: Stories from the Hospitality Industry Host: Cassie DavisonGuest: David Hage, Co-Founder of the Secret Pub Company In this episode, Cassie is joined by David Hage, one half of the dynamic duo behind the award-winning Secret Pub Company. David shares his 30-year journey through the hospitality industry, from his early days in health clubs and working for giants like David Lloyd and Nando's to co-founding a successful group of four premium gastro pubs across Nottinghamshire. David’s story highlights the balance between big business discipline and independent creativity, revealing the hard work, tough decisions, and passion it takes to succeed in the ever-challenging hospitality industry. 🏆 From winning Licensee of the Year 2019 to navigating the turbulence of COVID-19, David discusses the highs and lows of running pubs, the importance of a great team, and his exciting plans for the future, including accommodation and diverse events. The Early Days: How David transitioned from health clubs into hospitality. The Secret Pub Company: Why it’s called “secret” and how it all began. Award-Winning Success: Winning Licensee of the Year 2019 and the grueling process behind it. Surviving COVID-19: The challenges of running pubs through the pandemic and beyond. The Reality of Hospitality: Rising costs, staff retention, and the continued pressures on pubs. Future Vision: Plans for events, weddings, and introducing B&B-style accommodation. Visit David and the team at their four award-winning Nottinghamshire pubs: The Railway – Loudham The Radcliffe – Radcliffe-on-Trent The Plough – Normanton on the Wolds The Lambley – Lambley 🔎 Find out more: Search for the Secret Pub Company on Google or visit their locations for a fantastic experience. LinkedIn: https://www.linkedin.com/in/david-hage-fbii-64b8552a/ Website: https://railwaylowdham.co.uk/ 🎧 Listen to the Full EpisodeImmerse yourself in David’s inspiring journey and discover what it really takes to create successful, customer-focused pubs. 📢 If you enjoyed this episode, don’t forget to subscribe, leave a review, and share it with your network. More from the Kith & Kin Podcast:📍 Real stories from hospitality professionals🎯 Insights, challenges, and opportunities in the industry💡 Tips to thrive in hospitality 🎥 Visit Cassie’s YouTube Channel for more 👉 [Insert Link] 📝 Want to grow your hospitality business?Check out Cassie’s Hospitality Made Easy Masterclass for strategies to connect with purpose, engage your team, and increase your profits.

Host: Cassie DavisonGuest: Jono Mayes, National Bartender Advocacy & Engagement Manager, Campari Group UK Episode SummaryIn this episode of The Kith & Kin Hospitality Podcast, Cassie reconnects with Jono Mayes after 15 years to hear his incredible journey through the hospitality industry. From early days in country pubs and cocktail bars to launching nightclubs and consulting internationally, Jono shares how his passion for drinks and hospitality shaped his career. Now with Campari Group UK, Jono leads bartender education and advocacy, helping shape the next generation of the industry. Key Highlights Jono’s Journey into Hospitality: Starting out in Leicester’s country pubs and cocktail bars. The pivotal moment: stepping behind the bar with zero experience to learn the craft. Opening a nightclub in Leicester during the 2008 financial crisis and what it taught him. Building Experience & Skills: Time spent consulting across the UK and internationally, including in East Africa. Joining BrewDog and launching Lone Wolf Spirits. How Jono’s role at Campari Group UK blends education, advocacy, and creativity. The Changing Face of the Drinks Industry: The rise of discerning consumers seeking quality and unique experiences. The cultural shift towards celebrating spirits and cocktails in the UK. The power of hospitality experiences: “It’s not just about the drink, it’s about the moment.” The Challenges & Rewards: The stark differences in hospitality attitudes between the UK and Europe. The ongoing challenge of showcasing hospitality as a fulfilling career path in the UK. Lessons learned, including reflections on a missed opportunity at Restaurant Sat Bains. Advice for Finding Great Bars: Ask the bartenders – they always know where to go! Championing hidden gems in regional cities and celebrating their unique offerings. Memorable Quote"What percentage of the price of a drink is just the liquid in the glass? It’s the whole experience that makes it special." – Jono Mayes Connect with Jono Mayes: Instagram: @JonoMayes Campari Academy UK: About the HostCassie Davison is a hospitality industry expert and the creator of Kith & Kin Hospitality. With over 30 years of experience, she brings authentic stories, strategies, and insights to those who live and breathe hospitality. Listen & Subscribe: Follow Kith & Kin Hospitality Podcast for more inspiring stories from real industry professionals. Let me know if you’d like tweaks or further refinements! Here’s the updated About the Host section: About the HostCassie Davison has over 30 years of experience setting up and running award-winning hospitality venues. Now, as a dedicated coach for independent hospitality business owners, she uses her expertise to help others navigate the challenges of the industry, develop clear strategies, and unlock growth opportunities. Through Kith & Kin Hospitality, Cassie champions collaboration, connection, and the stories that make the hospitality industry so special.

Guest: Frances Gillespie – Founder of Frances Gillespie HR Consultancy Overview:In this episode of the Kith & Kin Hospitality Podcast, I chat with Frances Gillespie, a seasoned hospitality HR consultant with a passion for helping businesses build engaged, thriving teams. Frances shares her journey from working on the pub floor to heading HR for major pub groups, and how her love for people led her to create her own HR consultancy. From managing complex employment law changes to empowering managers with tools for compassionate leadership, Frances highlights why HR is essential for building a positive culture, boosting retention, and driving hospitality businesses forward. ✨ What you’ll learn in this episode: Frances’ inspiring story: from starting in a golf club bar to leading HR for renowned pub companies. Why HR is not just about compliance but key to creating engaged, high-performing teams. The importance of “nipping it in the bud” and having tough but compassionate conversations. How to move away from annual appraisals and build meaningful 1-to-1 check-ins that drive engagement. Why HR training for managers is critical to avoiding costly mistakes. A practical look at current employment law challenges in hospitality (like tipping regulations and sexual harassment policy changes). 🗣 Key Quote:"HR done well is about valuing your people, setting boundaries, and helping them thrive – because when your team feels valued, your business sings." 🎧 Where to listen: Spotify Apple Podcasts Your favorite podcast platform 📺 Watch the full episode on YouTube:👉 https://www.youtube.com/@CassieDavison-KithKin 🔗 Connect with Frances: LinkedIn: Frances Gillespie Website: www.francesgillespiehrconsultancy.com About the Host:Cassie Davison brings over 30 years of award-winning experience in hospitality, including running AA Rosette restaurants, winning Entrepreneur of the Year, and being featured in the Which Good Food Guide and Visit England’s Best Pub. Through Kith & Kin, Cassie champions growth, community, and purpose in hospitality – helping businesses and leaders be the best they can be.

Show Notes: Welcome to Kith & Kin Hospitality Podcast, where we bring you real stories from the hospitality industry. In this episode, Cassie Davison sits down with Gareth Hazard and Alex Munford, the dynamic duo behind WHY Hospitality, to discuss their journeys, the inspiration for their business, and their mission to bring hospitality back to its roots. Getting to Know Gareth & Alex (00:01): Their diverse journeys in hospitality—from opening bars to managing restaurants. What is WHY Hospitality? (13:08): Learn how Gareth and Alex created WHY Hospitality to support businesses with training, resources, recruitment, and consultancy. Why Hospitality? (22:56): What makes the industry so special to Gareth and Alex, and why they’re passionate about giving back. Lessons From the Journey (26:52): The biggest mistakes they’ve made and the lessons that shaped their careers. Advice for Leaders (31:53): Insights into authentic leadership, culture alignment, and staying purpose-driven. The inspiration behind Y Hospitality and its mission to empower hospitality businesses. How their personal experiences and values shaped their careers and leadership styles. Why culture, training, and compassion are essential for success in the industry. "Hospitality is more than a job—it’s about creating spaces of belonging." – Gareth "It’s not just about titles or pay; it’s about the impact you leave on people." – Alex Follow Gareth Hazard and Alex Munford on LinkedIn for industry insights and updates. Learn more about WHY Hospitality, their services, and their mission. https://www.linkedin.com/in/gareth-hazard/ https://www.linkedin.com/in/whyleadership/ https://www.linkedin.com/company/why-hospitality-uk/posts/?feedView=all About the Podcast:Kith & Kin Hospitality Podcast explores the stories and lessons from those who live and breathe hospitality. Each episode dives into the challenges, triumphs, and purpose-driven journeys that define the industry. Subscribe to stay updated, and if you enjoyed this episode, share it with your community or leave us a review. In This Episode:Key Topics:Memorable Quotes:Connect with Gareth & Alex:

In this episode of the Kith & Kin Hospitality Podcast, Cassie dives into one of the most critical yet often overlooked aspects of running a hospitality business: discovering your purpose. Hospitality can feel overwhelming, with opinions and suggestions coming from every direction—suppliers, team members, and even customers. Add to that the constant challenges the industry brings, and it’s easy to lose focus. But here’s the game-changer: having a clear purpose. Cassie explores how purpose acts as the foundation of a thriving business. From guiding decisions to defining your brand’s personality, it impacts everything—your customers, team, and even your marketing. The Importance of Purpose: Why it’s more than just a lofty ideal and how it simplifies decision-making. How Purpose Transforms Your Business: From attracting loyal customers to creating a connected and motivated team. Practical Tips for Finding Your Purpose: Cassie shares thought-provoking questions to help you uncover your ‘why’ and align it with your mission. What is your ‘why’? Why do you do what you do beyond making money? What made you fall in love with hospitality? Why does your business exist—what purpose does it serve for your customers? Who is your ideal customer, and how do they reflect your values? What is your story? How has your journey shaped your business? Cassie emphasizes that uncovering your purpose isn’t just about the big picture—it makes the everyday challenges easier to handle too. By connecting with your purpose, you create a business with meaning, clarity, and a compelling story that resonates with customers and team members alike. "When your purpose is clear, recruitment and retention become easier. Your team connects with your values, and your customers become your storytellers." "Reflecting on your purpose helps build a business you love—and makes hospitality a little less complicated." Ready to uncover your purpose and transform your business?Join the Kith & Kin Hospitality Community and connect with like-minded professionals who share your challenges and aspirations. Discover how to build a purpose-driven business that you love. Visit: cassiedavison.co.uk What You’ll Learn in This Episode:Key Questions to Reflect On:Highlights:Call to Action:

Show Notes:In this episode of the Kith & Kin Podcast, Cassie chats with Tom and Lee, the founders of Rustic Kitchen, an award-winning brunch café. They share their journey from fine dining to creating a relaxed, high-quality café, balancing family life, and striving for constant innovation. (00:27) How Rustic Kitchen blends fine dining techniques with a casual vibe. (10:08) Launching their café during COVID-19 and adapting to challenges. (16:36) The value of consistency, quality, and customer experience. (24:07) Lessons learned and their biggest takeaways from building a business. (31:13) Behind the scenes of their podcast, What’s the Story? Hash Brown Glory. Website: www.rustickitchendeli.com Instagram: @RusticKitchenCo Podcast: What’s the Story? Hash Brown Glory on Spotify, Apple Podcasts, and YouTube. Join Tom and Lee as they share their passion for hospitality and their vision for the future of Rustic Kitchen. Highlights:Connect with Rustic Kitchen:

Episode Summary:In this episode of the Kith & Kin Hospitality Podcast: Stories from the Hospitality Industry, Cassie sits down with J Mark Dodds, a seasoned publican, advocate, and founder of the Fair Pint Campaign. Mark shares his fascinating journey in hospitality, from running the award-winning The Sun and Doves in Camberwell to leading a movement for fairer practices in the tied pub sector. Mark discusses the challenges of operating under a tied lease, the systemic issues in the pub industry, and his vision for a fairer future through the People’s Pub Partnership—a socially conscious initiative aiming to revitalise pubs as community hubs. Key Topics Covered: Mark’s journey into hospitality, starting in rural Northumberland. His experience managing The Sun and Doves, including the financial challenges of a tied lease. The Fair Pint Campaign and its role in lobbying for the 2016 Pub Code. The ongoing struggles tied tenants face despite legislative changes. The vision and goals of the People’s Pub Partnership. How pubs can be restored as vital community assets with investment, sustainability, and local focus. Highlights: [00:31] Mark introduces himself and his background in hospitality. [03:46] The story of The Sun and Doves: successes and challenges. [08:18] The founding of the Fair Pint Campaign and its impact. [20:16] The limitations of the Pub Code and what still needs to change. [33:33] Mark’s vision for the People’s Pub Partnership: a pub company for the future. Connect with J Mark Dodds: LinkedIn: J Mark Dodds Website: www.peoplespubpartnership.co.uk Join the Conversation:Mark invites you to join the movement to transform the pub sector. Whether you’re a publican, investor, or community supporter, there’s a place for you in the People’s Pub Partnership. Subscribe & Share:If you enjoyed this episode, subscribe to the Kith & Kin Hospitality Podcast and share it with your network! Let’s keep the conversation about the future of hospitality going.

In this episode of Kith & Kin: Stories from the Hospitality Industry, Cassie is joined by Sam Harrison, an inspiring restaurateur with six thriving hospitality venues in West London. Sam shares his remarkable journey from working as a waiter for Rick Stein in Cornwall to managing prestigious restaurants, and eventually opening his own. Together, Cassie and Sam reflect on: The early days of Sam’s career, including his time with Rick Stein and his foray into the corporate world. The challenges and lessons learned from launching and managing restaurants like Sam’s Brasserie in Chiswick. The changing landscape of the restaurant scene over the past 20 years—from the days of newspaper reviews to the rise of social media. Adapting to modern demands, including the creative use of spaces and evolving with customer needs. Sam’s candid experience with burnout, stepping back, and rebuilding with a focus on balance and passion. Sam’s insights, energy, and creativity shine as he shares the highs and lows of a life in hospitality. This conversation is a must-listen for anyone in the industry or anyone passionate about food, restaurants, and creating community spaces. Resources & Links: Explore Sam’s venues: SamsRiverside.co.uk Follow Sam on Instagram: @SamsRiverside Get in touch: [email protected] Highlights: [02:30] Sam’s early career: From a catering assistant to his time at Rick Stein’s Seafood Restaurant. [07:00] Launching Sam’s Brasserie and Harrison’s—what it takes to start a successful restaurant. [13:00] The evolving hospitality industry and the pressures of running multiple venues. [22:00] Learning from burnout: How Sam approached building his new ventures.

Host: Cassie Davison Guest: Rob, Former Publican & Founder of Lift BrandWorks Episode Summary: Join Cassie and Rob as they discuss the highs and lows of the pub industry, Rob's journey from managing pubs to launching his design business, and the impact of COVID-19 on publicans. Rob shares his personal experiences of resilience and adaptability in an ever-changing industry, highlighting the emotional and financial struggles pubs faced during lockdown and the unexpected new challenges that arose in its aftermath. Introduction to Rob's Story: Rob, a fourth-generation publican, shares memories from his family pub, experiences in hospitality, and what led him to pursue his own pub in Brighton, known for its award-winning roasts and vibrant atmosphere. The Impact of COVID-19: Rob recalls the sudden, surreal shock of closing his pub due to the pandemic. Facing a cellar full of beer, stocked fridges, and the uncertainty of how to move forward, he reflects on the difficult decisions and adaptations that followed. Challenges Beyond Lockdown: After reopening, Rob faced new obstacles, from supply chain disruptions to surging energy costs. He shares how these challenges pushed him to reevaluate his career in hospitality and consider new paths. Transition to a Design Business: During lockdown, Rob trained as a business coach and revisited his background in design, eventually founding Lyft Brand Works. His firm now supports pubs and hospitality businesses with affordable, industry-savvy design solutions. Finding Purpose & Balance: With a young family, Rob discusses the decision to leave full-time pub management, focusing instead on balancing family life with his passion for the industry. Future Aspirations in Hospitality: While Rob’s focus has shifted, he expresses his deep love for pubs and hopes to one day return to the industry. He shares thoughts on the importance of creating a sustainable hospitality career and supporting mental health and employee welfare. "Lockdown was the worst and best time of my life, all rolled into one." "The skills you learn in hospitality are second to none—you’re a chef, accountant, artist, and more." "If we want longevity in this industry, we need to support people’s mental health and make hospitality a career worth choosing." Where to Find Rob: LinkedIn: ⁠Rob’s LinkedIn⁠ Website: ⁠Lift BrandWorks

Episode Description:In this episode of the Kith & Kin Hospitality Podcast, Cassie speaks with Poppy, a business development manager at Fuller’s Smith & Turner, about her unique journey into the hospitality industry and the cultural essence of British pubs. From growing up in the pub scene to navigating a career that brings her back to her roots, Poppy shares insights on the allure and traditions of the pub industry, the challenges of running a pub, and why pubs are more than just places to drink—they’re community hubs steeped in culture. Key Highlights: Poppy’s Journey into Hospitality: Growing up with parents in the pub business, Poppy developed a love for the industry. After studying anthropology and working in politics, her passion for hospitality called her back, leading her to roles in PR, craft beer, and eventually, business development at Fuller’s. Understanding Fuller’s Tenancy Model: Poppy explains how Fuller’s operates tenanted pubs, where the pub company owns the property while independent business owners run each pub. She highlights how this model balances independence for tenants with support from the Fuller’s network, helping them thrive. Finding the Right Tenant: Poppy’s role involves recruiting tenants who align with Fuller’s values and vision for each pub. She shares the importance of knowing the pub’s ideal direction, then networking with local talent, industry professionals, and even those from non-hospitality backgrounds to find the right fit. The Role of Rituals and Culture in Pubs: With a background in anthropology, Poppy delves into the cultural importance of pubs, from the unspoken queue at the bar to the daily flow of different patrons. She sees pubs as unique social spaces that provide a backdrop for rituals and community-building. Lessons Learned in Event Planning: Reflecting on her early days managing events, Poppy recounts an opera night that didn’t go as planned due to unforeseen logistical issues. This experience taught her the importance of preparation and adaptability, a common theme in hospitality. Advice for Aspiring Pub Owners: Poppy provides valuable insights for those looking to run their own pub. She emphasizes the benefits of the tenanted model for those without deep pockets, but also highlights the need for financial preparedness and careful research. Connect with Poppy: LinkedIn: Poppy’s Profile Instagram: Follow her journey at Pubs with Poppy for an inside look into pub life and highlights from her work with Fuller’s and other hospitality businesses. Listen to the full episode to discover the stories, challenges, and joys behind one of Britain’s most cherished institutions—the pub!

Episode Title: A Chef's Journey: Ben Knowles of Ben’s Kitchen Host: Cassie DavisonGuest: Ben Knowles, Chef and Founder of Ben’s Kitchen Episode Summary:In this episode, Cassie sits down with Ben Knowles, a chef with over 15 years in the industry and founder of the renowned catering service, Ben’s Kitchen. Ben opens up about his journey from growing up in his family’s pub to discovering his passion for cooking, navigating the highs and lows of running his own catering company, and the invaluable lessons he's learned along the way. Episode Highlights: [00:01] - Welcome & IntroductionCassie introduces Ben Knowles and his background as a chef and business owner. [01:19] - Early Days in HospitalityBen shares his roots, growing up in his family's pub, and how it set the foundation for his career in hospitality. [01:51] - Falling in Love with CookingMemorable stories of foraging mussels on holiday and family meals at the pub, highlighting Ben’s early culinary passion. [04:40] - Lessons from Working with FamilyBen talks about negotiating his pocket money and learning work ethic alongside his parents in their family-run pub. [07:37] - The Reality of a Chef’s LifeDiscussing the complexity of managing a kitchen and the dedication required to maintain quality, Ben shares why having a passion for cooking is crucial. [13:39] - COVID-19 and Community SupportDuring the pandemic, Ben and his team stepped up, providing over 7,000 meals to NHS workers and supporting the local community with essential supplies. [16:19] - Overcoming Financial ChallengesBen reflects on financial hurdles, including a significant VAT bill, and the importance of staying on top of numbers to keep a business profitable. [17:41] - Balancing Business with Family LifeBen discusses making difficult choices, including leaving his restaurant to spend more time with his daughter while continuing his catering business. [21:17] - Hopes for the FutureLooking ahead, Ben shares his ultimate dream of owning a standalone restaurant where he can showcase his culinary creativity. Connect with Ben:Ben’s Kitchen offers catering for events of all sizes and styles, from weddings to corporate functions. Reach out on: Instagram: @benskitchen Linkedin: ⁠benskitchen⁠ Website: Ben's Kitchen Leicester Thank you, Ben, for sharing your story and passion for the industry. Catch the full episode for an inspiring look into the life of a chef and entrepreneur

In this episode of the Kith & Kin Hospitality Podcast, Cassie sits down with Robert Holden, director of Showtime Attractions, to explore his fascinating journey from a fairground upbringing to creating the UK's largest mobile pub. Robert shares how the lockdown in 2020 unexpectedly led him to pivot from running a park to building unique mobile bars, including a massive beer keller made with the roof from his grandfather’s Dodge. Robert reflects on his experiences and lessons learned in the events industry, discussing the thrill of traveling across the UK for truck shows, festivals, and reenactments. He opens up about the highs and lows of hospitality, from the challenges of unpredictable events to the joy of crafting a lively atmosphere. Robert also touches on his passion for creativity, explaining how he personalizes each bar to his taste and adapts to keep his business moving forward. Throughout the conversation, Cassie and Robert delve into the similarities between fairgrounds and event bars, the importance of filling business gaps, and the unplanned successes that sometimes come with risk-taking. Links Mentioned: Connect with Robert on LinkedIn Follow Showtime Inn and The Southern Lodge Bierkeller on Facebook Tune in to hear Robert’s inspiring story of adapting, creating, and thriving in the ever-evolving world of hospitality.

In this episode of the Kith & Kin Hospitality Podcast, Cassie welcomes Josh Shirtcliffe, an experienced hospitality professional with nearly 20 years in the industry. Josh shares his journey from growing up in a household that embraced hospitality to his current role as the manager and director of Café Fifty Five, a non-profit community café located in Thurnby, Leicester. He offers insights into the ups and downs of his career, as well as the passion and dedication that have driven him to where he is today. Josh talks about his early exposure to hospitality through his family's welcoming nature, hosting friends and community members. He shares how he first stepped into the industry at age 16, working in a kids' indoor soft play area, and later exploring roles at McDonald's and Costa Coffee. Café Fifty Five is not your typical park café or church tea room; it’s a well-thought-out space designed to bring quality coffee and a welcoming atmosphere to the community. Josh discusses the unique approach to designing the café and the focus on delivering a high-quality product with a mission of inclusion and community building. Josh and Cassie dive into the idea of "third spaces," which serve as essential social environments outside of home and work. Josh explains how Café Fifty Five aims to be a third place where anyone can feel welcome, cultivating an atmosphere of warmth and connection. Josh opens up about some of the biggest mistakes he has made, including the consequences of hiring too quickly. He emphasizes the importance of careful hiring practices and the damage that can occur when staffing decisions are rushed. Josh discusses the value of learning from larger chains like McDonald’s and Costa Coffee. He shares how these companies’ systems can teach work ethic and efficiency, lessons that can be applied to smaller, independent venues. Josh Shirtcliffe: Follow Josh on Instagram @JoshShirtcliffe, where he shares his insights about hospitality and coffee. Connect with him on LinkedIn. Café Fifty Five: Located in Thurnby, Leicester, Café Fifty Five is a non-profit community café. Visit their website, and follow them on Instagram and Facebook. Cassie expresses her gratitude to Josh for sharing his story and his infectious enthusiasm for the industry. Josh also thanks Cassie for her ongoing efforts in the hospitality sector. Tune in for an inspiring conversation about community, quality, and the true essence of hospitality. Josh's Background:Building Café Fifty Five:The Concept of Third Space:Lessons Learned in Hospitality:Advice for Aspiring Hospitality Professionals:Where to Find Josh and Café Fifty Five:Thank You:4o Key Highlights:Where to Find Josh and Café 55:Thank You:

Summary: In this episode, Cassie welcomes Azher Rubbani, a seasoned entrepreneur whose journey spans from the world of hospitality supply to digital marketing and reskilling. Azher shares his story of building a £50 million food supply business from scratch, running a dark kitchen, and navigating the devastation of a cyber attack that led to the loss of his business. He also discusses his passion for training others, the pivotal changes he made in his career, and how he now helps individuals and businesses reskill for the digital age. Key Topics Covered: Introduction to Azher Rubbani: A former hospitality supplier and current digital marketer, Azher discusses his background and how he transitioned from traditional business to digital ventures. Founding Penta Foods: The challenges and rewards of building a food supply business from the ground up, starting in his mother's garage and eventually supplying top chefs and restaurants across the UK. The Dark Kitchen Experiment: Azher’s experiences with running a dark kitchen, including the highs, the lessons learned, and why he ultimately decided to step away from it. The Impact of a Cyber Attack: How a bank holiday weekend cyber attack in 2018 led to the collapse of his business, and the toll it took both professionally and personally. Rebuilding After Loss: Navigating through bankruptcy, losing his family home, and facing estrangement from his children; how these experiences shaped his approach to life and work. Finding Relief Amidst Crisis: Reflecting on the relief and newfound opportunities that arose after letting go of his previous business and embracing change. From Burnout to Digital Marketing: Azher’s journey into digital marketing and reskilling, sparked by a burnout in 2023 and a subsequent passion for teaching others. The Importance of Reskilling for the Digital Age: How Azher helps individuals and businesses adapt to the changing digital landscape, emphasizing the value of acquiring marketing and automation skills. The ReMovement Group: Azher's current project, which focuses on helping people transform their careers or businesses through digital skills and online entrepreneurship. Resources and Links: ReMovement Group: removementgroup.com – Learn more about Azher’s current work in digital transformation and reskilling. Connect with Azher: Visit the ReMovement Group website for contact details and more about his journey. Key Quotes: “It’s not what you do, it’s why you do it.” – Azher on the importance of understanding your purpose. “You have to be very conscious that you’re putting so much effort in, but what is the impact on your personal life?” – Azher reflecting on the demands of the hospitality industry. “Crisis forces you to do a lot of things that you didn’t want to do out of fear.” – On how difficult times can catalyze growth and change. Tune in Now: Join Cassie and Azher as they discuss the ups and downs of the hospitality industry, the resilience required to rebuild after loss, and the power of digital skills to reinvent your career. https://www.linkedin.com/in/azherrubbani/

Lessons learnt from getting it terribly wrong! Lack of marketing knowledge and tools can hinder the success of a business, especially in the absence of social media and online resources. Creating awareness is important, but converting customers requires tactics like events and promotions to encourage the first move. Understanding customer behavior and competing with established habits are crucial in the hospitality industry. Failure can be an expensive education, but it provides valuable lessons for future success.

Guest:Robin Williams, Financial Controller with over 30 years of experience in the hospitality industry. Episode Summary:In this episode, Cassie welcomes Robin Williams, an experienced financial controller, to discuss his journey through the hospitality industry. Robin shares how he transitioned from restaurant management to becoming a trusted financial expert for hotels. He explains the benefits of cluster financial control and how he helps independent hotels manage their finances more efficiently by providing systems and processes typically seen in larger hotel chains. Robin's story is filled with valuable insights into the behind-the-scenes systems that keep hospitality businesses running smoothly. From his experiences working in hotels across Europe to his current work supporting independent hotels, Robin highlights the importance of having robust financial processes in place. He emphasizes the need for constant problem-solving and efficiency to allow front-line staff to deliver exceptional customer service. Key Moments: 00:01 – Cassie introduces the podcast and guest Robin Williams. 00:35 – Robin shares his 30-year career as a financial controller for independent hotels. 01:21 – Robin talks about his interesting path into the hospitality industry, starting with postgraduate studies in hotel management. 03:53 – A key mentor in Gibraltar inspired Robin's transition to finance. 06:52 – Robin recounts his experiences with hotel openings in Barcelona and Malaga. 11:16 – The turning point: Robin starts working for hotels in his spare time, realizing the need for experienced financial controllers in smaller operations. 12:38 – Robin's philosophy: effective financial systems allow hotel staff to focus on customer service. 18:20 – Robin reflects on his biggest mistakes and learning from them. 20:58 – Robin shares how to get in touch with him and his company, Hotel Synergies. Connect with Robin Williams: Website: www.hotelsynergies.com Email: [email protected] LinkedIn: robin-williams Key Takeaway:Efficient financial control is essential for hotels to thrive. By having systems and processes in place, hotel staff can focus on delivering outstanding customer service without worrying about the back-office operations. Contact Kith & Kin Hospitality: Website: www.kithandkinhospitality.com Join the Kith & Kin Forum for hospitality professionals: Free to join for resources, networking, and more!

In this episode of the Kith & Kin Hospitality Podcast, we sit down with Gavin Taylor, founder of Dot and Lola, a company providing high-quality hair and skincare products to the hospitality industry. Gavin’s journey from starting as a pot washer at 14 to running his own business is a testament to the resilience and passion that drives the hospitality sector. Join us as Gavin shares the lessons he’s learned, the challenges he’s faced, and why hospitality continues to be at the heart of his career. https://www.instagram.com/_dot_and_lola/ https://www.linkedin.com/in/gavin-taylor-74690514/ https://www.facebook.com/dotandlola?locale=en_GB

https://www.instagram.com/the.winefan/ https://thewinefan.co.uk/ Summary: In this episode of the Kith and Kin Hospitality podcast, Cassie interviews Michael Godden, the founder of The Wine Fan, who shares his journey into the wine industry and his passion for making wine accessible and enjoyable for everyone. Michael discusses his unique approach to wine tasting events, the importance of demystifying wine, and how he enhances the dining experience in restaurants. He also reflects on the challenges he has faced in his business and his future plans for expansion. Takeaways: Michael Gordon runs a unique business called The Wine Fan. He aims to make wine easy and fun to understand. Michael's passion for wine began 30 years ago after a challenging experience. He provides wine tasting events that are engaging and educational. Demystifying wine helps people enjoy it more and reduces intimidation. Michael emphasizes the importance of quality wines that aren't available in supermarkets. He helps restaurants enhance their wine offerings and staff training. Mistakes in marketing and understanding customer expectations have been key learning points. Michael plans to expand his business and reach more venues. His passion for wine is evident in his approach and interactions.

In conversation with Lee Hammond from the Towpath Inn, Gilwern Lee shares the story behind his journey into running a pub and his determination to discover an effective marketing solution for the independent pub industry. In our conversation, we delve into the various challenges and rewards of the life of a publican, exploring the dynamic landscape of the hospitality sector. Lee sheds light on the intriguing potential of the subscription model within this industry. He elaborates on the successes he has experienced so far with this innovative idea and emphasizes the importance for other businesses to seize the opportunity now, before larger players enter the scene. Lee underscores the urgency for proactive involvement in this evolving landscape to maximize the benefits for independent businesses. This conversation covers various topics related to the hospitality industry, marketing, and business strategies. It begins with a discussion on trends in the industry and the challenges faced in marketing and sales. The conversation then delves into the transition from sales to marketing and the importance of being the best in the industry. The speakers share their experiences in starting a pub business and finding a niche. They also discuss the evolution of the pub, the target customers, and making difficult business decisions. The conversation highlights the benefits of collaboration and using street food as a marketing funnel. Finally, the speakers explore the concept of loyalty and subscription models and the challenges in shifting marketing strategies. In this conversation, Lee Hammond discusses the importance of creating an irresistible offer for customers in the hospitality industry. He emphasizes the need to have a product that stands out and solves a specific problem for customers. Lee also highlights the significance of understanding the problems you solve and defining your target audience. He explains the concept of stacking value in your offer and the importance of pricing and payment options for memberships. Lee discusses the process of simplifying your product and finding market fit. He also shares insights on building a funnel, generating traffic, and retaining customers. Finally, Lee talks about his work in helping others implement these strategies in the hospitality industry.Takeaways The hospitality industry is constantly evolving, and businesses need to adapt to new trends and challenges. Being the best in the industry is crucial for success, and businesses should strive to provide exceptional products and services. Collaboration and partnerships, such as street food events, can be effective marketing strategies to attract new customers. Subscription models and loyalty programs can help businesses build a loyal customer base and increase revenue. Businesses should regularly evaluate their marketing strategies and be willing to make difficult decisions to stay competitive. Create an irresistible offer that solves a specific problem for your customers. Understand the problems you solve and define your target audience. Stack value in your offer to make it more appealing and valuable. Simplify your product and find market fit to attract and retain customers. Build a funnel and generate traffic to drive customers to your offer. Consider expanding your services to help others in the industry.

We delve into Restaurant Magazines 2024 trend predictions, including: Fine dining makeovers Lasagne's popularity surge and discover Lasagne Soup! Changing dynamics in Meat vs. Vegan establishments Guinness' reclaiming its iconic status The shifting terrain of customer loyalty in hospitality Embracing the subscription model, with a nod to Lee Hammond: https://www.linkedin.com/in/publeecan/ Plus we, share a proven marketing ploy for January and uncover Cassie's 24-year head start on a hospitality trend that's now catching fire! 😆

SummaryThe conversation covers various topics related to managing expectations and delivering excellent customer service in the hospitality industry. It explores the challenges of trusting and training a team, especially in a new venue. The discussion also touches on the changing customer behavior and the importance of creating a positive customer experience. Overall, the conversation emphasizes the significance of customer service in the hospitality industry and the need to adapt to evolving customer expectations. The conversation highlights the importance of communication and managing expectations in the hospitality industry. It emphasizes the need to understand and address customer anxiety and social anxiety. The transferable skills of hospitality, such as empathy and effective communication, are discussed. The conversation also touches on the complexity of the industry and the changing role of hospitality professionals. Finally, it concludes with the enjoyment and rewards of being part of people's celebrations in the hospitality industry.Takeaways Trust and train your team to deliver excellent customer service. Manage customer expectations and communicate openly with them. Adapt to changing customer behavior and expectations. Create a positive customer experience to build loyalty and word-of-mouth marketing. Effective communication and managing expectations are crucial in the hospitality industry. Understanding and addressing customer anxiety and social anxiety can improve the customer experience. Hospitality skills, such as empathy and effective communication, are highly transferable to other fields. Relating to and influencing others is an important aspect of customer service. The hospitality industry is complex and requires managers to help staff understand its intricacies. Being part of people's celebrations in the hospitality industry can be rewarding and enjoyable.

Summary In this conversation, Cassie and Lauren discuss their experiences in the hospitality industry. They talk about the joy of creating special moments for customers, such as the Dog Santa experience. They also highlight the value that hospitality adds to society and the challenges of dealing with unexpected situations and difficult customers. They share stories of epic fails and how they handled them. The conversation also touches on the importance of front-of-house management and the pressure of working in the kitchen. Overall, they emphasize the rewarding and demanding nature of the hospitality industry. In this conversation, Cassie Davison discusses her experience in the hospitality industry and the challenges she has faced. She also talks about the agility of her brain and how it has helped her learn and adapt. Takeaways Experience in the industry can help in learning new skills quickly. The agility of the brain. Hospitality has its challenges, but it also offers excitement and rewards. Planning and analyzing situations are important skills in the industry.

Summary In this conversation, Cassie Davison and Lauren discuss their busy schedules and the challenges of venue selection. They also talk about the creativity and inventiveness in the hospitality industry, as well as the importance of creating authentic brands. They highlight the value of personal connection in hospitality and the role it plays in creating memorable experiences. Cassie shares her extensive experience in the industry and the importance of being the best at what you do. They discuss the constant challenges in hospitality and the essential role it plays in society. They also introduce the podcast and discuss the transition from operator to hospitality supporter. Finally, they emphasize the power of building relationships and collaborating in the industry. In this conversation, Cassie and Lauren discuss the challenges and experiences they faced while working together in the hospitality industry. They explore the importance of maintaining work-life boundaries, the blurry line between work and personal life, and the need to set clear boundaries. They also discuss the challenges of navigating relationships in the workplace and the loneliness of leadership. They highlight the importance of building a supportive community and maintaining leadership strength and resilience. Additionally, they reflect on the transferable skills gained from their experiences and the impact of personal relationships on career decisions. Overall, they embrace challenges as catalysts for growth and development.Takeaways Hospitality is a constantly evolving industry that requires adaptability and problem-solving skills. Creating authentic brands and providing a personal connection are key to success in hospitality. Being the best at what you do and constantly striving for improvement is crucial in the industry. Hospitality plays an essential role in society by providing spaces for people to relax, connect, and build relationships. Sharing failures and challenges in the industry can provide valuable insights and support for others. Maintaining work-life boundaries is crucial to prevent burnout and maintain a healthy work-life balance. Clear communication is essential in navigating relationships in the workplace and setting expectations. Leadership can be lonely, and building a supportive community is important for emotional support and understanding. Challenges in the hospitality industry can be opportunities for growth and development. Transferable skills gained from previous experiences can be valuable in different roles and industries.