In Conversation

In the first Stand Out Hospitality Conversation, Cassie Davison is joined by Michael Tingsager, host of the Hospitality Maverick podcast, to explore what the most resilient hospitality businesses do differently.

Through more than 300 conversations with hospitality leaders around the world, Michael has developed a framework he calls Agile Hospitality. It identifies the patterns that help hospitality businesses remain adaptable, people-focused and commercially strong in a constantly changing industry.

In this conversation, Cassie and Michael explore the principles behind that thinking and what they mean for independent hospitality operators running pubs, restaurants, cafés, bars and hotels.

They discuss:

• Why clarity of purpose is essential in hospitality
• The idea of graceful growth and building businesses for the long term
• The pursuit of mastery rather than settling for average performance
• How radical transparency builds trust with teams and customers
• Why giving teams a stake in the outcome strengthens culture
• The importance of freedom to operate for frontline teams

The conversation also explores a wider idea: that hospitality is ultimately about human connection, and the businesses that thrive are those that build systems and cultures that protect that humanity while still running strong commercial operations.

This episode is particularly relevant for independent hospitality business owners and leaders navigating the realities of running complex small businesses in a fast-changing world.

About the Stand Out Hospitality Conversations

This episode is part of the Stand Out Hospitality Conversations, hosted by Cassie Davison. The series brings together leading voices from across the industry to explore leadership, culture and the future of independent hospitality.

About Cassie Davison

Cassie Davison spent more than 30 years as a hospitality owner-operator and is the author of Stand Out Hospitality. She now works across the industry through speaking, writing and the Kith & Kin Hospitality community, which brings independent operators together for conversation and shared insight.

Episode Summary

In this heartfelt and insightful episode, Cassie welcomes Katy Moses, founder and Managing Director of KAM, the leading insight consultancy in UK hospitality. From childhood memories of Chiquitos and fizzy drinks to launching a data-led business that’s shaping the future of pubs and restaurants, Katy shares her journey with honesty and humour.

They explore the emotional power of hospitality, why pubs remain the heart of the community, and how insight—not just instinct—drives better decisions. Katy also talks about KAM’s origins, how the pandemic transformed the industry, and what she believes the future of hospitality—and the pub—is really about.

Expect stories, laughter, and a dose of proper industry truth.

• Katy’s early love of hospitality and first memories of eating out

• Why research and insight are essential in modern hospitality

• Pubs as places of belonging, choice, and community

• The impact of COVID-19 on the sector—and how it accelerated progress

• How KAM started (thanks to one determined client and Companies House)

• Low and no alcohol trends: zebra striping, bookending, and guest expectations

• Why listening to customers is more than just a “gut feeling”

• The evolving identity of pubs—and why the best ones never forget their purpose

• The future of hospitality: community, technology, and meaningful innovation

“The pub is like a microcosm of society—everyone matters as much as everyone else.” – Katy Moses

• KAM Insight Website: www.kaminsight.com

• Knowledge Hub (free insight, reports & webinars): Knowledge Hub

• Email Katy: katy@kaminsight.com

• Follow KAM on LinkedIn: KAM Insight

• Join the Kith & Kin community: https://kithkinhospitality.co.uk/

• LinkedIn: Cassie Davison

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