The Heart of Hospitality: Reflections on Success, Culture and Connection

Walking away from the Good Food Symposium, I wasn’t just carrying the weight of great conversation; I felt a deep sense of optimism for an industry I’ve been immersed in for years. Sitting on that panel alongside some of the most passionate leaders in hospitality, I was reminded of what makes this business tick and the future we are collectively shaping.

Here are some of the key takeaways that stayed with me long after the event:

Beyond dollars and cents

Hospitality isn’t a spreadsheet. Christy Tania of GLACÉ Desserts nailed it when she talked about success as something richer, deeper, than just profit margins. For her, it’s about crafting moments—experiences that leave guests with more than full stomachs. Petrina Baker of Baker and Frost echoed this, calling out the need for connection, for relationships that go beyond the transaction.

It brought me back—way back—to why I fell for this world in the first place. It’s the moments. The fleeting, profound connections between a team in sync, the guests who feel like they’ve stumbled into a place they belong.

Sure, we’re in the business of making money, but if that’s all you’re chasing, you’ve missed the point. One of the most rewarding measures of success sits outside the realms of financial outcomes. It’s the connection and joy, the sense that you’ve built something that matters.

Staying true to your brand (and yourself)

Petrina said it best when she spoke about resisting the urge to conform and staying true to your brand. In an age of viral trends and social media gold rushes, staying true to your identity is its own kind of rebellion. It’s what makes a brand not just memorable, but timeless.

Christy shared her own battle scars from sticking to her vision when every piece of advice said, “Change.” In the chaos of starting a business, when every new opinion feels like a lifeboat, it’s tempting to stray. But she didn’t, and the result is a brand that stands for something real. There’s a lesson in that for all of us: authenticity isn’t easy, but it’s always worth it.

Culture as the foundation, not the afterthought

One of the most resonant discussions for me was around workplace culture. Bridget Raffal from Where’s Nick Wine Bar talked about building environments where people feel safe to thrive. That matters. This industry is a grind with long hours and high-pressure environments, leadership with empathy and support shouldn’t be a bonus; it should be the baseline.

Kantaro Okada, Director of Tsunagu Project, spoke about his approach of encouraging staff to communicate openly without fear of reprisal with anonymous feedback. And Alexander Kelly from Baba’s Place, proved that contracts and work-life balance aren’t just nice ideas—it’s how you build loyalty in an industry that desperately needs it. These were all powerful reminders that hospitality is at its best when we put the well-being of our people first.

Technology is a tool, not the answer

Tech has changed everything, let’s not kid ourselves. But at the end of the day, no matter how advanced, it isn’t what brings people back. The real value of tech lies in automating the mundane, optimising the repetitive and freeing up time for what truly matters. It’s a tool, a great one, but the industry’s success hinges on how people feel—whether it’s the warmth a guest experiences when they walk through the door or the sense of fulfilment a team member feels after a long shift. 

As I continue my own journey, I’m reminded of the delicate balance between embracing new technology and staying grounded in what makes us human. After all, the most advanced technology in the world can’t replace the feeling of being truly seen and valued by another person. That, to me, is the essence of hospitality.