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.
After all the uncertainty of lockdown the heartache and worry what a rush! …
There will be fewer customers spending less money but if we provide for them what they need it will be the best of us that they choose.
Congratulations to all the venues that have ridden this wave so far - there is a long way to go but this uncertain future could be really exciting.
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…
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.
“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.
