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

hosptality industry

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I Asked ChatGPT for Hospitality Tips – But Now What?

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I Asked ChatGPT for Hospitality Tips – But Now What?

When I asked ChatGPT for hospitality tips, the advice was spot-on: consistency, first impressions, and team empowerment—things we all know are key in this industry. But the real question is how to make these happen.

When I founded Kith & Kin, it wasn’t just about building a community—it was about sharing 30 years of hard-earned experience, lessons that came from trial and error. That’s the essence behind my Strategy Masterclass. It’s not just about following a checklist, it’s about understanding what truly makes a business stand out.

The hospitality industry is competitive, and offering just a good meal or clean room isn't enough anymore. Guests crave unique experiences, and creating that magic is where many businesses struggle. ChatGPT got the "what" right, but the real challenge lies in the how.

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.

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From Pot Wash to Product Innovator: Gavin Taylor’s Journey in the Hospitality Industry

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From Pot Wash to Product Innovator: Gavin Taylor’s Journey in the Hospitality Industry

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.

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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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Embracing Adversity: A Pathway to Growth and Resilience

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Embracing Adversity: A Pathway to Growth and Resilience

Adversity, though painful, brings invaluable lessons and resilience, preparing us for growth. My journey through relationship breakdowns, business 'failures,' financial losses, and personal challenges has deepened my empathy and understanding. These experiences enable me to support others facing similar struggles. At Kith & Kin Inner Circle, we seek business owners who openly discuss their adversities, showing maturity and readiness to help our community thrive. While I wouldn’t wish hardship on anyone, I am grateful for my experiences, as they allow me to guide others through life’s difficulties, fostering growth, success, and genuine connections.

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My Story: The First Time I Failed

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My Story: The First Time I Failed

At 23, I went into business with my best friend. Despite our enthusiasm and a professional partnership agreement, our venture collapsed within six months. Our differing work styles and poor communication led to a nasty fallout, costing us both our friendship and business harmony. Over the years, I’ve learned essential skills like leadership, teamwork, and collaboration. Now, both successful in our own right, we've rekindled our friendship. Visiting his venues, I see how aligned our values are. If only we had known then what we know now, our journey could have been much smoother.

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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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Embracing the 'Third Place': The Heart of Purpose-Driven Hospitality

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Embracing the 'Third Place': The Heart of Purpose-Driven Hospitality

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.

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The Power of Optimism and Idealism in Leadership

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The Power of Optimism and Idealism in Leadership

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!

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Understanding Your Customers' Price Sensitivity and Optimizing Your Pricing Strategy in the Hospitality Industry

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Understanding Your Customers' Price Sensitivity and Optimizing Your Pricing Strategy in the Hospitality Industry

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.

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Is it time to give up?

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Is it time to give up?

When things get tough, is it time to give up?

Business can be really hard, and everyone knows that hospitality can be exceptionally difficult. While it's true that the industry is always in crisis, it feels like the last few years have really tested us.

No sooner have we adapted to one change than something else comes up. Is the industry just getting too hard? Is it time to throw in the towel?

Or is it just a sticky patch that needs to be got through?

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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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Evolution of Hospitality: From Café Bars to Coffee Culture

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Evolution of Hospitality: From Café Bars to Coffee Culture

Isn’t it remarkable the ever-changing world?

As I reflect on my journey since the inception of my first 'café bar' back in 2000, it's incredible to see how the landscape has changed and continues to do so.

In those early days, the concept of serving alcohol in the busy evenings in a smoky environment with loud music while filling the days with artisan coffee and homemade cakes was pretty new.

Is the customer always right?

Is the customer always right?

Back in the day… a long time ago when I first started in hospitality “the customer is always right” was the manta.

We've all heard variations whether it's "the customer is king" in Germany or "the customer is god" in Japan, these sayings, popularized by figures like Cesar Ritz and Henry Gordon Selfridge, emphasize the importance of taking customers seriously.

However, the world has changed so much in the last few decades and the challenge lies in the fact that those providing services often encounter the unpleasant sides of human nature—rudeness, bullying, and difficult behaviour.

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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?