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  • Why I Stopped Responding To Every Bad Review (The Customer Loyalty Model Every Hospitality Founder Needs) | Cassie Davison

    Why I Stopped Responding To Every Bad Review (The Customer Loyalty Model Every Hospitality Founder Needs) | Cassie Davison
    2026/10/05

    Every hospitality founder has been told the same thing. Respond to every review. Cassie Davison thinks that advice is wrong, and in this episode she explains exactly why.

    Hospitality SME expert, speaker and author Cassie Davison walks through the customer loyalty model from her book Stand Out Hospitality, hostages, mercenaries, disruptors, ghosts, loyal customers and fans, and unpacks why hospitality businesses barely have hostages at all, why chasing mercenaries with vouchers is a losing game, and why the disruptors kicking off online deserve none of your time or energy.

    The customers who actually matter are the loyal ones and the fans, the people who walk in and recognise the music, the menu, the room, the other people around them, and think, these are my people. Cassie explains why giving them your full attention, instead of chasing approval from everyone else, is the real work of building a hospitality business people belong to.

    This episode is for café owners, restaurant founders, pub landlords and street food traders who are tired of being told to fight for everyone's approval, and for anyone working alongside independent hospitality who wants to understand how these businesses actually think about their customers.

    Cassie Davison is the author of Stand Out Hospitality, Highly Commended at The Business Book Awards 2026, and founder of Kith&Kin Hospitality. She holds an MBA and is a Fellow of the British Institute of Innkeeping (FBII), and has spent over 25 years building, losing and rebuilding hospitality businesses.

    Who are your people? Cassie wants to know.

    📖 Stand Out Hospitality, the book: kithkinhospitality.co.uk/stand-out-hospitality
    🔗 Connect with Cassie: linkedin.com/in/cassiedavison1

    #StandOutHospitality #KithAndKin #IndependentHospitality #SMEHospitality #HospitalityLeadership #RestaurantOwner #CafeOwner #PubLandlord #StreetFoodBusiness #HospitalityPodcast
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    15 分
  • Why I Fell In Love With Hospitality (And Why It's Where Humans Get To Be Human) | Cassie Davison, Author of Stand Out Hospitality

    Why I Fell In Love With Hospitality (And Why It's Where Humans Get To Be Human) | Cassie Davison, Author of Stand Out Hospitality
    2026/09/23

    Every hospitality operator has a moment they fell in love with the industry. This is mine.

    In this episode, hospitality SME expert, speaker and author Cassie Davison traces the real story behind 25 years in independent hospitality, from watching her own parents transform at the pub as a child, to her first jobs behind a bar in Manchester and a summer working at the pub by Foxton Locks. Along the way, she unpacks the three things she believes every person in hospitality falls in love with, whether they've ever put words to it or not: the service, the team, and the chaos.

    This episode is for independent hospitality operators, café owners, restaurant founders, pub landlords and street food traders, and for anyone working alongside them who wants to understand what running one of these businesses actually feels like from the inside.

    Cassie Davison is the author of Stand Out Hospitality, Highly Commended at The Business Book Awards 2026, and founder of Kith&Kin Hospitality. She holds an MBA and is a Fellow of the British Institute of Innkeeping (FBII), and has spent over 25 years building, losing and rebuilding hospitality businesses.

    What made you fall in love with hospitality? Cassie asks every operator she meets, and she's asking you too.

    📖 Stand Out Hospitality, the book: kithkinhospitality.co.uk/stand-out-hospitality
    🔗 Connect with Cassie: linkedin.com/in/cassiedavison1

    #StandOutHospitality #KithAndKin #IndependentHospitality #SMEHospitality #HospitalityLeadership #RestaurantOwner #CafeOwner #PubLandlord #StreetFoodBusiness #HospitalityPodcast
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    16 分
  • Kitch In Conversation

    Kitch In Conversation
    2026/04/11

    In Conversation
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    1 時間 12 分
  • Michael Tingsager on Agile Hospitality and What Makes Hospitality Businesses Thrive

    Michael Tingsager on Agile Hospitality and What Makes Hospitality Businesses Thrive
    2026/03/11

    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.
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    1 時間 19 分
  • Ep41: Why Insight Matters & Why Pubs Feel Like Home with Katy Moses, MD of KAM Insight

    Ep41: Why Insight Matters & Why Pubs Feel Like Home with Katy Moses, MD of KAM Insight
    2025/07/07

    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

    Topics CoveredQuote of the EpisodeLinks & ResourcesConnect with Cassie
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    40 分
  • Episode 40 – From Pot Wash to Pub Pioneer: Bex Wilkins on Passion, Purpose, and Building Something Better

    Episode 40 – From Pot Wash to Pub Pioneer: Bex Wilkins on Passion, Purpose, and Building Something Better
    2025/05/08
    Host: Cassie DavisonGuest: Bex Wilkins, Co-Founder of Makers of HospitalityIn this energising episode of the Kith & Kin Hospitality Podcast, Cassie sits down with Bex Wilkins, co-founder of Makers of Hospitality and former Marketing Director at Peach Pubs. With a journey that started aged 13 washing pots and now sees her launching her second independent pub, Bex’s story is proof that the best operators are built, not born.We talk about growing up in kitchens, falling in and out of love with the industry, and what it really takes to build a values-led hospitality business today. From corporate frustrations to freedom, Bex shares why she left a high-profile career to create something of her own—and how she’s doing it differently this time, with purpose, leadership, and the right people around her.Whether you're a pub operator, future founder, or just love a great comeback story—this is for you.00:01 – Meet Bex: From KP to co-founder of Makers of Hospitality01:28 – Aged 13, pot washing in Bromsgrove (and now back again, with her own pub)04:11 – Young people in pubs: why early work builds confidence and resilience07:19 – Learning the value of work early—and the lessons that stay for life10:14 – From reluctant manager to passionate marketer12:56 – Life at Peach Pubs: learning, growing, and finding her voice15:16 – Moving from operations to marketing leadership (without a degree)18:42 – When the corporate dream doesn’t fit: knowing it’s time to leave20:48 – Craving change, making the leap, and backing yourself22:31 – The pub that sparked it all—and convincing her wife to join the journey24:46 – Transforming a derelict building into a vibrant community pub26:20 – The hard truth: not all independents survive, but the best still can28:35 – Being proactive, staying competitive, and using social media well30:24 – Adapting to change: lower alcohol, higher standards33:08 – What makes a pub matter: it’s not the drink—it’s the feeling35:21 – Inside the pub: quality-led, seasonal food and a warm welcome37:37 – Fish on Fridays, Chianti on Saturdays: listening to what guests want38:46 – No safety net: the reality of being your own boss39:56 – Opening pub #2—and why tenancies made sense for their growth41:23 – Building the team she never had: mentorship, equality, and fun44:11 – Paying fairly, promoting internally, and creating a workplace people love45:54 – Fortune favours the brave—and Bex is just getting startedCo-Founder – Makers of HospitalityWith over a decade at Peach Pubs and a passion for people-first business, Bex is on a mission to build beautiful, high-quality pubs where food, values, and leadership all matter. Alongside her wife and business partner, she’s creating spaces that feel good to visit—and even better to work in.🔗 Follow Bex on LinkedIn🌐 Visit Makers of Hospitality (add link when available)At Kith & Kin, we believe hospitality is more than a business—it’s a calling. We tell the real stories behind independent hospitality with warmth, honesty, and a deep respect for the people who make it happen.🌍 cassiedavison.co.uk🔗 Connect with Cassie on LinkedIn📲 Want to join the Kith & Kin WhatsApp community?Message Cassie via LinkedIn or the website to request access.Set High Standards – From menu design to team culture, Bex leads with quality and care.Stand Out – Makers of Hospitality is carving out a niche in a crowded space—with values at the core.Define Your Identity – From free-range menus to community connection, everything reflects a clear vision.Build Loyalty – The team stays because they’re supported, developed, and respected.Tell a Great Story – Bex’s journey is one of courage, growth, and rewriting the script.This episode is a reminder that great businesses start with brave decisions—and the belief that it can be better.🍻 From KP to co-founder: a story of guts, grit, and going your own way in hospitality.
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    47 分
  • EPISODE 39 – From Pubs to Purpose: Jackie Moody McNamara on Belonging, Leadership, and the Power of Story

    EPISODE 39 – From Pubs to Purpose: Jackie Moody McNamara on Belonging, Leadership, and the Power of Story
    2025/04/08
    Cassie Davison welcomes Jackie Moody McNamara—a hospitality lifer who’s gone from sleeping on pool tables as a child to shaping executive teams across sectors. Founder of Be Brilliant, Jackie now works as a coach and consultant for businesses and individuals, helping them unlock confidence, align with purpose, and build safe, thriving environments for growth.Episode SummaryWith a rich story that starts in Birmingham’s community pubs and stretches all the way to boardroom influence, Jackie brings warmth, wisdom, and hard-won perspective to this episode. She shares how being raised above pubs by Irish immigrant parents shaped her deep sense of hospitality and belonging, and how that lived experience still guides her coaching today.We explore Jackie’s transition from pub manager to training lead, to executive director running 500 pubs—often as the only woman in the room—and how she learned to embrace her voice and values along the way. She and Cassie discuss motherhood, resilience, and how adversity and purpose often intertwine. Most powerfully, Jackie reflects on the work she does now: holding space for others, encouraging senior women to own their impact, and helping teams rediscover connection through storytelling.If you’re passionate about people, purpose, and what it really takes to build a strong, values-led business—this one’s for you.Key Discussion Points & Timestamps00:28 – Meet Jackie: Founder of Be Brilliant and veteran of the hospitality industry01:57 – Growing up in pubs: A family home full of warmth, community, and customers03:12 – From stew for the regulars to Christmas dinners for the homeless—hospitality as heart08:46 – Early work behind the bar, high standards, and falling into hospitality (and loving it)10:05 – First pub at 18: A stand-in relief manager turned full-time career11:25 – Learning by doing: Building empathy and adaptability from short-term pub placements13:03 – Walking into someone else’s business—and learning how to lead with respect14:24 – The unparalleled early career training hospitality provides young people15:32 – Being the only woman in the room—and not letting it stop your rise16:30 – Turned down for a pub because she was single—and how that opened new doors17:29 – Imposter syndrome, quick progression, and learning to own your place at the table24:38 – Four intense years: marriage, loss, motherhood, and managing a 500-site estate26:41 – A bold choice: leaving a 21-year career for family time—and what came next29:23 – Full circle: Watching your former team members rise—and being invited to work for them32:55 – When values don’t align: Learning when to walk away33:25 – Founding Be Brilliant: From accidental coach to strategic mentor34:51 – Who Jackie works with: SMEs, senior women, and leadership teams across industries36:36 – Coaching women to know their worth—and negotiate for it38:19 – From pub kid to safe space creator: Why storytelling is everything in building connection39:22 – The timeline exercise: How personal stories change team dynamics42:08 – Sharing the hard stuff: Building true belonging through emotional connection43:12 – Turning heartbreak and heaviness into purpose and progress45:47 – The biggest change in hospitality: Losing pubs—but not losing hope47:16 – Hospitality’s magic formula: Opportunity, growth, and real people-first careersConnect with Jackie🔗 Find Jackie on LinkedIn🌐 Visit: bebrilliantcoaching.co.uk (or search "Be Brilliant Jackie Moody McNamara")💬 Jackie works with individuals, teams and businesses—especially where people, purpose and leadership matter most.Keep up with Kith & Kin🌍 Visit: cassiedavison.co.uk🔗 Connect with Cassie on LinkedIn📲 Want to join the Kith & Kin WhatsApp community for hospitality?Message Cassie via LinkedIn or the website to request accessThis episode is a reminder that behind every confident leader is a story—and the courage to share it.
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    50 分
  • EPISODE 38 – Vic Searl of DataHawks: From Pubs to Power Moves – Why Hospitality Needs to Get Smarter with Data

    EPISODE 38 – Vic Searl of DataHawks: From Pubs to Power Moves – Why Hospitality Needs to Get Smarter with Data
    2025/04/08
    Cassie Davison sits down with Vic, founder and CEO of DataHawks, and a hospitality veteran with over three decades of hands-on experience—from pulling pints in her teens to leading brand strategy at national chains. With her unique blend of operational grit and marketing insight, Vic now helps hospitality businesses use their own customer data to drive real, measurable growth.Episode SummaryWhat happens when someone who truly understands hospitality—on the floor, behind the bar, and in the boardroom—turns her focus to data? You get DataHawks. In this powerful episode, Vic shares her journey from 18-year-old pub manager to industry disruptor, explaining how hospitality brands can stop guessing and start growing by understanding their customers on a deeper level. Cassie and Vic dig into the disconnect between operations and marketing, why brands get stuck in “broadcast mode,” and how a smart, customer-first approach to data transforms loyalty and revenue. Plus, Vic opens up about building communities, letting go of burnout, and finding purpose again in hospitality.It’s candid, bold, and packed with game-changing takeaways for operators, marketers, and founders alike.Key Discussion Points & Timestamps00:26 – Meet Vic: CEO of DataHawks, with 31 years in hospitality and a journey that started behind the bar01:31 – Gifted a pub at 18: The fast-track chaos (and charm) of early hospitality careers03:06 – Overpromoted and underprepared: Why the industry needs to support its young talent better05:30 – Vertical drinking and Bacardi Breezers: A look back at wild ‘90s pub culture06:15 – Learning to run a business at Revolution Soho: Numbers, accountability, and rapid growth07:34 – Bridging the ops-marketing gap: Why flyers under the door don’t cut it09:41 – Falling in love with branding: Freelancing, concept work, and making creative ideas operational11:44 – What marketers should be doing: Knowing the customer, tracking the impact, and moving the dial12:42 – The madness behind big brand decisions—and why “yummy mummies” isn’t a customer profile18:54 – When data replaces anecdote: Real stories of insight vs. guesswork20:53 – If you can make it work in Milton Keynes… Why regional sites reveal the real strength of a brand22:27 – The inspiration: Tesco Clubcard and the power of customer insight24:44 – Why loyalty isn’t about discounts—it’s about understanding your guests27:22 – The birth of DataHawks: Turning overlooked data into tangible, trackable revenue30:16 – From insight to action: Building ROI-focused customer journeys with purpose33:36 – Why DataHawks doesn’t chase algorithms—they own the channel and message instead36:11 – It's not just numbers: Data as the whisper in the ear of hospitality CRM38:11 – What’s wrong with marketing today: Brands are broadcasting, not building relationships40:23 – Loyalty is dead—long live connection: Reclaiming purpose in a high-pressure industry44:23 – The pathway back to loyalty: Connection → engagement → trust48:29 – For businesses just starting: Start collecting meaningful data, and act with intention51:10 – Community as fuel: Vic’s WhatsApp group and passing the baton to Glenda55:27 – Rediscovering purpose: What COVID taught us about collaboration and care in hospitalityConnect with Vic & DataHawks📧 Explore services at: www.datahawks.co.uk🔗 Say hello to Vic on LinkedIn🗣 Want to learn how DataHawks can support your business? Reach out directlyKeep up with Kith & Kin🌍 Visit: cassiedavison.co.uk🔗 Connect with Cassie on LinkedIn📲 Want to join the Kith & Kin WhatsApp community for hospitality? Message Cassie via LinkedIn or the website to request accessYou don’t need more customers—you need stronger connections with the ones you already have. This episode is a masterclass in how to make that happen.
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    58 分