Hospitality marketing, Social media in hospitali, Word-of-mouth marketing
Cassie Davison
Why Your Social Media Strategy Isn't Working ...

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.

Why Your Social Media Strategy Isn't Working and Won't Work
Cassie Davison
Hospitality Business Made Easy

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 Business Made Easy
Cassie Davison
Why Hospitality Feels Like Home

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.

Why Hospitality Feels Like Home
Cassie Davison
The Reality of COVID’s Impact on Pubs and the ...

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.

The Reality of COVID’s Impact on Pubs and the Ongoing Struggle for Survival
Cassie Davison
Stop Underestimating Small Businesses: What ...

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.

Stop Underestimating Small Businesses: What Really Makes My Blood Boil

mentoring

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I made a huge mistake

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I made a huge mistake

One of the biggest mistakes—and lessons learned early in my business journey—was due to underfunding. It happened when I opened my second venue, a fine dining restaurant that held 3 AA Rosettes. We transformed an old warehouse into a beautiful space with a bespoke kitchen and unique features like a fish tank that offered a view of the chefs at work.

Despite careful budgeting and accolades, we closed just 2 1/2 years later. It wasn’t the cost of the renovation that broke us; it was understanding the complexity of getting a hospitality business to fly. People are creatures of habit, and building a loyal following takes time, marketing, and purpose.

We ran out of money before we could truly establish ourselves. This taught me that hospitality projects require more funding than you might think. That’s why Kith & Kin Hospitality exists—to help others avoid the pitfalls I encountered.

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Do You Know Your Numbers? Understanding the Current State of Your Hospitality Business

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Do You Know Your Numbers? Understanding the Current State of Your Hospitality Business

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.

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Why the Perfect Serve Matters So Much in Hospitality

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Why the Perfect Serve Matters So Much in Hospitality

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.

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Why Being Purpose-Driven is Essential in the Hospitality Industry

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Why Being Purpose-Driven is Essential in the Hospitality Industry

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.

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STOP, STAND BACK, HOW CAN I MAKE IT BETTER?

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STOP, STAND BACK, HOW CAN I MAKE IT BETTER?

I heard a great quote the other day: "You can't change the tyres on a car whilst you are driving on the motorway." This resonated deeply with me, especially in the context of the hospitality industry.

If you dive straight into your business every morning, tackling the daily crises, when will you have the headspace to fix the bigger issues? Stop, stand back, and ask, "How can I do this better?" This moment of reflection allows for creativity and strategic thinking. Make time to think strategically and address root causes, not just symptoms. Your business and well-being will thank you.

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Is it Too Early to Start Talking About Christmas? In Hospitality, It Might Be Too Late!

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Is it Too Early to Start Talking About Christmas? In Hospitality, It Might Be Too Late!

Is it Too Early to Start Talking About Christmas? In Hospitality, It Might Be Too Late!

While the rest of the world jokes about early Christmas chatter, in the hospitality industry, it might already be too late. Our industry operates on long timelines, with many venues and suppliers planning for Christmas in January. This is the best time to reflect on the past season and prepare for the next. Christmas planning also opens opportunities for January, a typically quiet month where creative promotions can boost sales. As my husband reminds me, the nights are getting shorter. It's never too early to start planning, ensuring the festive season will be nothing short of magical.

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What Are the Kith & Kin Awards All About?

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What Are the Kith & Kin Awards All About?

Winning a Kith & Kin Hospitality Award is immensely valuable for your business. It offers customer recognition, positive PR, a prestigious stamp of excellence, and the honor of being judged by your peers. It makes you feel accepted by the tribe, highlights your expertise, and fills your team with pride. In the relentless hospitality industry, this recognition allows you to step back, appreciate your hard work, and celebrate your successes. Join us in honoring the dedication, creativity, and passion that make our industry shine. Nominate yourself, your colleagues, or your favorite places today and be part of something truly special!

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The Magic Fairy Dust of a Unique Proposition

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The Magic Fairy Dust of a Unique Proposition

Running a hospitality business is a labor of love, filled with passion, creativity, and a dash of magic fairy dust. Profitability can be challenging, but by embracing competition and uniqueness, you can achieve success. Stand out with exceptional service and unique offerings. Transform your venue into a cherished "third place" where customers feel at home. Strive for excellence at every level and balance efficiency with creativity. Each challenge is an opportunity to innovate and improve. With enthusiasm, optimism, and a sprinkle of magic fairy dust, your business can thrive, becoming a beloved part of the community.

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Unlocking Life Skills: The Hospitality Industry and the art of conversation

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Unlocking Life Skills: The Hospitality Industry and the art of conversation

Recently delved into a fascinating conversation about the often-overlooked skills cultivated by the hospitality industry—true hidden gems. Take the story of a young social media influencer, thriving online but struggling with face-to-face interactions. To bridge this gap, a novel approach was taken: a weekend job in hospitality.

Why? Because the hospitality industry is a powerhouse of confidence-building and meaningful conversations, essential life skills that often go unnoticed. It inadvertently becomes a classroom for tacit skills—putting others at ease, ensuring comfort, and communicating effectively. These skills are not mere survival tactics but crucial life skills honed through experience and shared camaraderie.

This post celebrates the diverse skill set honed in hospitality—some become the class clown, others master the art of listening with intent, all contributing to a unique rhythm and patter.

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“From far enough away the glass ceiling looks like the sky”

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“From far enough away the glass ceiling looks like the sky”

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?

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Did you know that the cure for a broken ankle is to walk on it?

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Did you know that the cure for a broken ankle is to walk on it?

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.

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Kith & Kin - a new way to support your business

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Kith & Kin - a new way to support your business

For owner-operators of pubs, bars & restaurants, it is not a typical working environment. There is a never-ending to-do list and all the people you could ask for support from are ‘competition’

But wouldn’t it be nice to just give yourself a little bit of time to sit down, grab a coffee and chat to other owner-operators from across the UK who share your frustrations.

In a relaxed, informal Zoom meeting you could gain inspiration, share ideas, and collaborate - all for FREE

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Responding to negative TripAdvisor Reviews

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Responding to negative TripAdvisor Reviews

Operators need to build great resilience to it and perhaps develop a strategy for dealing with negative feedback.

Nearly all my clients ask the same thing. It is a panicky heart-breaking moment; how do you respond?

Well, first you need to understand what your response is trying to achieve?

It is instinct to want to make sure that someone else sees and understands your point of view.

Getting strangers to know you, like you, and trust you is the number one purpose of social media promotion and activity - here is a great opportunity for you.

You can’t please everyone and if you try you will end up pleasing no one.

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Burnt Chefs, Invisible Chips and Mental Health in Hospitality

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Burnt Chefs, Invisible Chips and Mental Health in Hospitality

It is reported that in the general population 1 in 4 people will experience a period of poor mental health within their lifetime. The Burnt Chef Project has conducted studies that suggest that within hospitality the numbers are more like 4 out of 5 due to the stress and pressures that working within this industry can cause. With 3.2 million people in the UK that work in the industry, this is not a small problem.

This is an industry where no matter what level you are working the pressure is always full on. From the moment you work through the door every day, expectations are high, from customers, colleagues, and for the best of us even ourselves. Delivering a ‘perfect’ service to everyone is what we are all about.

I learnt early on in my role as a leader in the industry that I needed skills to be able to support the mental health of those in my care and certainly developing an empathetic approach, influencing mindset, and building cultures to support this has been the greatest unseen challenge that I have had in my career.

Let’s hope in years to come that as an industry we can find a way to continue to look after each other and change our culture so that the jobs that we all love doing so much, providing exceptional services to the public, can be one which no longer risks our mental health and that when we do need help that we’ve developed a culture where there is no stigma.

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The Future of pubs & bars post Covid-19

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The Future of pubs & bars post Covid-19

The environment within which we are operating was changing anyway. Covid-19 had just accelerated things. There is going to be a sudden and potentially dramatic change but customers will still exist.

Businesses that are going to thrive in the future are going to be those who really understand their customers and work on how they incorporate all that understanding into their business.

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Are you prepared to fail?

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Are you prepared to fail?

“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.

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First considerations

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First considerations

No matter how many times I create a new venue or transform a business, there is a thrill.

You are taking an idea that exists only in your head and making it a reality - if it was easy everyone would be doing it!