Social media was once a game-changer for hospitality businesses, but today it’s noisy, crowded, and exhausting. Chasing likes, shares, and followers has replaced real connection with customers. Algorithms decide who sees your posts, while businesses compete against global brands and endless content. The solution? Go back to basics. Focus on your purpose, serve your community, and deliver exceptional experiences worth talking about. Word of mouth is still the most powerful marketing tool—when customers feel valued and cared for, they’ll spread the word. Stop chasing trends and start building a purpose-driven business that people love, remember, and choose every time.
Hospitality Business Made Easy
Most of us started in this industry young, learning from the ground up. The formula for success used to be simple: deliver five-star service, train your staff, and stay one step ahead of the competition. But today, the industry is tougher than ever—rising costs, shrinking markets, and increasing competition are relentless.
What if there was an easier way? By ignoring your competition, rediscovering your purpose, and aligning everything—your team, customers, and operations—to serve that purpose, you can simplify your business, build a high-performing team, and attract loyal customers who market your business for you.
Join us for the Hospitality Made Easy Masterclass, where we’ll help you reconnect with your purpose and unlock the next breakthrough for your business. This proven approach will transform how you work, freeing you from overwhelm and reigniting your passion for hospitality.
Purpose makes hospitality easy. Hospitality Made Easy Masterclass.
Hospitality is more than just an industry; it’s where many of us first learned to thrive. It’s a place where every role matters, from entry-level to leadership, and where teamwork is key to delivering exceptional customer experiences. For young people, it’s often the first taste of belonging—a family that values effort and care. It teaches responsibility, discipline, and the joy of serving others. Hospitality gives us purpose: knowing a simple act, like a smile or kind word, can transform someone’s day. Yes, it’s challenging, but for those who love it, the rewards—connection, growth, and purpose—make it all worthwhile.
The COVID-19 pandemic hit the pub industry with unprecedented force, turning once-thriving community hubs into shuttered spaces and leaving publicans scrambling to survive. The sudden closures left many with significant overheads, from rent to perishable stock, and limited cash reserves. Even as pubs reopened, they faced a different world, contending with limited capacities, health restrictions, and shifting customer habits.
The impact didn’t end with lockdowns. The energy crisis sent bills skyrocketing, while inflation made everyday operations increasingly expensive. Combined with severe staff shortages, the challenges for pubs remain steep. Yet, the industry has shown resilience, pivoting to new services and strengthening ties with their communities. Pubs now stand at a crucial juncture, needing continued support from patrons, government aid, and industry collaboration to fully recover. Their survival underscores a legacy of resilience, community, and tradition that remains integral to British culture.
As a small business owner in the hospitality industry for over 25 years, there's one thing that still makes my blood boil—the assumption that small businesses need the expertise of big corporate CEOs to succeed. While larger companies have their strengths, small business owners are constantly innovating, learning on the job, and building deep customer relationships. We don’t have vast resources or teams of specialists, but we do have creativity, resilience, and a sense of purpose that drives us forward. Small business entrepreneurs are scrappy because we have to be, finding solutions with limited resources and pushing boundaries through experimentation. It’s time to recognize that the real innovation and exciting talent in the hospitality industry often come from these small operators, not the corporate boardroom. At Kith & Kin, we celebrate this scrappiness and provide a space where hospitality professionals can come together, share ideas, and support each other.
Gavin Taylor’s story is a powerful reminder of the magic of hospitality—the ability to turn simple moments into meaningful experiences. Whether you’re just starting in the industry or looking for ways to innovate, his journey offers valuable insights into resilience, creativity, and the importance of passion.
For anyone in hospitality, Michael’s story is a great example of how personal passion, hard work, and a focus on creating unique experiences can lead to success. Whether you’re starting your own business or looking to improve the guest experience in your current role, there’s plenty to learn from The Wine Fan. Cheers!
In the hospitality industry, it’s all too common for businesses to be run on a cash basis, with owners relying solely on the cash in the till and bank statements to gauge their financial health. Unfortunately, this approach can leave you in the dark about the true state of your business.
Many in the industry start out feeling intimidated by the numbers, handing over the details to a bookkeeper or accountant and trusting that the financial reports they return are accurate.
However, I’ve seen firsthand how this can be problematic. While bookkeepers and accountants may be great at processing invoices and filling in the right boxes, they often lack the experience or confidence to provide the crucial advice you need to steer your business in the right direction.
Humans are creatures of habit, and in hospitality, rituals and routines are everywhere. Whether it’s champagne for a celebration, Pimms on a sunny day, tequila shots at a party, or hot chocolate topped with cream and marshmallows, these traditions are cherished by customers. They don’t just want these experiences—they expect them to be done right.
The perfect serve is more than just presentation; it’s about meeting customers’ expectations and honoring the rituals they love. When you deliver a perfect serve, you create memorable experiences that build trust, loyalty, and a desire to return. Customers are willing to pay premium prices for the right brands, served in the right way, by the right people.
In hospitality, the perfect serve isn’t just important—it’s essential. It’s what makes your business stand out and keeps customers coming back for more. Ignoring this is a huge mistake.
Running a hospitality business is a tough gig—there’s always a crisis to manage, whether within your own operation or due to external factors. For many, the constant problem-solving and adrenaline-fueled innovation are what make the industry so exciting. But the relentless pace and long hours can become overwhelming. The key to navigating this chaos lies in being purpose-driven.
Knowing your purpose—why your business exists beyond just making money—brings clarity to every decision you make. It’s about remembering why you fell in love with the industry and understanding the value you provide to your customers. When decisions are guided by this purpose, they become easier and more aligned with your goals. You stop comparing yourself to competitors and focus on what truly matters to you and your customers. Being purpose-driven not only simplifies your business but also reignites your passion for it.
Do you know about the theory of the 'third place' and the vital role that hospitality plays? For me, after years in the industry, understanding this concept has ensured that every one of my businesses is purpose-driven.
Providing spaces where people can be comfortable and relaxed in order to be free is everything I think that makes our industry so vital to our communities, to wider society, and dare I say it, to humankind!
To modestly and unobtrusively contribute to the lives of every customer, to have that wider impact, means that our industry, while complex and difficult at times, is truly rewarding and essential.
Is being an optimist and idealist a strength or a weakness? A compliment or a criticism? Some might think being idealistic suggests naivety, and optimism seems like wishful thinking. However, I see it differently.
I believe in improvement and abundance. My late mother used to remind me that "life isn't fair," which I found unfair as a child. Now, I understand she meant that things don't always go our way, but that’s perfectly fine.
In hospitality, contribution is as simple as a smile. The ripple effects are always greater than the act itself, and what a privilege it is to have that impact on others!
Setting the right price for your hospitality services is key to success. To do this, you must understand your customers' price sensitivity—how price influences their decisions. Are they looking for the cheapest option, or do they value exceptional service and a warm welcome? Create a detailed customer avatar to guide your pricing strategy. Use market research, competitor analysis, and tools like Hospitality Data Insights (HDI) to gather valuable data. By knowing your guests and their expectations, you can set prices that maximize satisfaction and profitability, propelling your business.
In the tumultuous world of business, every decision carries weight. From the highest peaks of success to the lowest depths of bankruptcy, I've weathered the storms and learned invaluable lessons. All contribute to the personal insights, experience and knowledge I am privileged to share with others in the hope that the fresh perspective in turns helps others learn.
Recently, I stumbled upon a revelation that struck me with its stark truth. Despite a career laden with awards, degrees, and successful ventures, I find myself disconcerted as younger, less experienced men effortlessly surge past. It's a hesitant admission, fearing accusations of sour grapes, but the question persists: How much more must one achieve to shatter invisible barriers and defy the subtle currents propelling others forward?
Treatment for my broken ankle didn’t involve crutches or plaster
Modern science and ideas are always ‘evolving’ and changing.
I am still marveling at how wrong I was.
And what has this got to do with pubs, bars, and restaurants you ask?
Obviously technology and how it can be used has changed but I think more interestingly, our understanding of each other and human behavior has changed.
Moreover, culturally our customers have changed and are continuing to do so.
Things change, people change, cultures change and so ‘that’s the way we have always done it’ should also change.
Moving with the times and watching how the world around you changes can be a bit scary but it can also be exciting to see how we ‘evolve’ and get better all the time.
We have just got to remember that this applies to our businesses also.
“If we are brave enough often enough we will fail” Brene Brown
When things go wrong of course there are regrets, days when you are consumed with thoughts of how you could have done differently and if only you’d been able to see around corners (or known what information you didn’t have) you could have perhaps made different decisions that would have resulted in different outcomes. But if creating and running businesses was easy then everyone would be doing it.
