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

hospitality

“More ‘Karen's’ Since Lockdown”: Are Customers Really More Demanding These Days?

“More ‘Karen's’ Since Lockdown”: Are Customers Really More Demanding These Days?

An operator mentioned to me recently that, since lockdown, there seem to be far more 'Karens'. While this might surprise some customers, there’s a valid point—not about complaints themselves, but about how much more demanding customers have become. Back in 2000, when I opened my first bar, we stood out with premium products and exceptional service. Simple actions like clearing ashtrays, quick service, and genuine smiles created unforgettable experiences, turning guests into a loyal community. Today, customers are savvier, expectations are higher, and competition is tougher. But true hospitality isn’t just about food and drink—it’s about creating a sense of belonging. Independent businesses succeed when they forge meaningful connections that no home setup or discount can replicate.

If You’re Paying for Loyalty, It’s Not Loyalty

If You’re Paying for Loyalty, It’s Not Loyalty

Loyalty Isn’t About Transactions—It’s About Connection

In my 30 years in hospitality, I’ve seen loyalty shift from meaningful gestures to mere transactions. Decades ago, offering a free coffee or a bottle of prosecco for a birthday felt special—a heartfelt way to thank customers. Now, these gestures are tick-box exercises, part of the cost of doing business.

True loyalty isn’t built on loyalty cards or discounts; it’s about forming deep emotional bonds where customers feel they belong. Loyal customers stay longer, spend more, and become your advocates. The key? Focus on meaningful relationships, not more customers. Build your tribe, not your mailing list.

The Pub Tie: A Double-Edged Sword and J Mark Dodds’ Fight for Change

The Pub Tie: A Double-Edged Sword and J Mark Dodds’ Fight for Change

The pub tie is both a cornerstone and a challenge in the British pub industry. For some publicans, it offers support, resources, and a stepping stone into the trade. For others, it becomes a financial burden, with high rents and inflated supply costs making profitability almost impossible. J Mark Dodds, a long-time advocate for publicans, knows this struggle all too well. Despite running The Sun and Doves, an award-winning pub in London, Mark faced immense pressure under his tied lease, culminating in eviction. Determined to make a difference, he co-founded the Fair Pint Campaign, which contributed to the 2016 Pub Code. While the code introduced protections, it left many systemic issues unresolved. Now, through the People’s Pub Partnership, Mark envisions a fairer, sustainable future for pubs—one where investment in communities and local sourcing restores pubs to their rightful place at the heart of British life.

Why Do I Always Go to Check Who Unsubscribed?

Why Do I Always Go to Check Who Unsubscribed?

Have you ever wondered why, despite all the positive engagement and feedback, you’re drawn to check who unsubscribed from your content? It’s a fascinating instinct rooted in our human need for belonging and fear of rejection. But in today’s hyper-connected world, are we giving too much weight to these metrics? Maybe unsubscribes are a blessing in disguise, helping us focus on those who truly resonate with our purpose. Why do we tend to focus on rejection—and why it might be time to let some of it go.

, , ,

Demystifying Wine: An Inspiring Journey with Michael Godden from The Wine Fan

, , ,
Demystifying Wine: An Inspiring Journey with Michael Godden from The Wine Fan

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!

, , , , , , , , ,

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

, , , , , , , , ,
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.

,

The paradox of choice

,
The paradox of choice

In “The paradox of Choice” Barry Schwartz argues that whilst choice represents freedom and autonomy and is essential to human wellbeing (we all love to believe that having a choice is essential to us) having too much creates huge anxiety to our customers.

What Schwartz is suggesting is that to feel happy we as humans measure our success against the outcome of our goals therefore every decision we make is measured against the actual outcome compared to the perception of the possible other outcomes…the grass is always greener.

So, when we make choices we worry that it is the ‘wrong’ one and that our choice was a mistake, happiness was with the ‘right’ choice.

Now for big decisions, we can see that this a valuable process but, when we do it for seemingly small decisions, then we are placing ourselves into a nearly impossible situation.

“This is a really simple business...

“This is a really simple business...

“This is a really simple business … it’s when we complicate it we really mess up”

Roberto Goizueta, Coca-Cola CEO 1980 – 97.

It is a true statement, perhaps for all business, but particularly in hospitality where it is all too easy to get overwhelmed by the details and complexity.

If you don't change you won't exist

If you are a hospitality business that does not change you are a hospitality business that does not exist anymore.

The hospitality businesses that enjoy success know this.

They know that the world in which we operate is always changing.

The greatest challenge we have as operators is that we need to plan for the long term in a world with markets that change in the short term.

Hospitality businesses need to be constantly innovating and changing.

"Customer care exisits in the mind of the customer"

"Customer care exisits in the mind of the customer"

I remember being taught this and then repeating it to my staff on staff training days but what does it mean?

Well, I guess the point being made is that it doesn’t matter how hard you think you are trying or if you think you did a good job what actually matters is how the customer perceives your effort.

Whilst that sounds harsh and in ‘normal’ life we are led to believe it is your effort that counts, in hospitality or perhaps any customer interaction that is not the case.

When using this as part of my training I would be pointing out to our staff that it is not enough to say that the customer is wrong and that you did do something well.

Customer care is different to customer service.

I feel too grown up to say it but ‘it is just not fair’

I feel too grown up to say it but ‘it is just not fair’

Even before Covid the legal requirement for an operator was immense.

Our licenses require us by law to be responsible for the behavior of everyone on our premises at all times if we are on site or not.

But Covid and the Government response has thrown up a whole new set of legal responsibilities overnight which change sometimes daily.

With the implementation of new rules, sometimes with no notice, there is no time for the local enforcement authorities to even decide their local interpretation.

So whilst operators are trying their best to interpret the dribbles of information that they receive and the different interpretations from different bodies from Central Government, to Local Government to our varied trade bodies the enforcement authorities are doing the same thing and coming up with different ideas.

The mess that is ensuing is the operator, whilst working exceptionally hard to keep everyone safe (and incidentally trying to save their business and communities in all this) being called up for breaches of the ‘rules’ whilst neighbouring operators ‘get away’ with other seemingly more significant breaches.

I feel too grown up to say it but ‘it is just not fair’

Did Eat Out to Help Out actually help?

Did Eat Out to Help Out actually help?

With pubs and restaurants preparing to reopen on 2nd December it looks like this time they will not be having the support that was seen over the summer with EOHO.

But was that scheme as successful as it first appeared?

Of course everyone loves a bargain and the prospect of a cheap meal out sounds like of course it would be a good reason to venture to your local but I am sceptical because I think there was a lot more going on this summer.

, , , , , , , , ,

Kith & Kin - a new way to support your business

, , , , , , , , ,
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

, , , , ,

Burnt Chefs, Invisible Chips and Mental Health in Hospitality

, , , , ,
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.

, ,

Should pubs and bars be opening on 4th July?

, ,
Should pubs and bars be opening on 4th July?

What do our customers really value? What is the purpose of the visit to the pub or restaurant?

Whatever it is it is certainly not to satisfy a need for hunger or thirst. It is to be part of something, to be in a space that feels comfortable, to be part of a community, and to be free to relax, to be yourself, and connect with others. To be part of the hustle and bustle, to be where things happen and fond memories are made. It is about creating stories to be shared…