Kith and Kin Unscripted: Real Talk on Independent Hospitality

This episode, Cassie is joined by Lorraine Copes, founder of Be Inclusive Hospitality, to discuss how she transitioned from a career in procurement and supply chain to leading a social enterprise dedicated to creating a more equitable hospitality industry.

With over 20 years of experience across pubs, contract catering, fine dining, and casual dining, Lorraine shares her personal journey, the challenges she faced in leadership, and why representation matters.

Through research, mentorship, and partnerships, Be Inclusive Hospitality is raising awareness and driving real action in the sector.

⏱ [00:01] – Welcome & introduction to Lorraine
⏱ [00:26] – From logistics to hospitality procurement: Lorraine’s career path
⏱ [03:07] – The creative side of problem-solving in supply chain & procurement
⏱ [06:45] – Why procurement is a key function for hospitality success
⏱ [11:35] – The shift from corporate hospitality to purpose-led business
⏱ [13:56] – Founding Be Inclusive Hospitality: The need for change in the industry
⏱ [16:19] – Research & reports: Uncovering barriers to progression in hospitality
⏱ [18:33] – Raising awareness vs. driving real action in businesses
⏱ [22:21] – Why education is essential to creating long-term inclusivity
⏱ [25:31] – How understanding people’s experiences creates stronger teams
⏱ [28:46] – How the industry is reacting & the future of inclusivity in hospitality
⏱ [30:53] – Where to find Be Inclusive Hospitality & access research

🔗 Learn more about Be Inclusive Hospitality: www.bihospitality.co.uk
🔗 Follow Lorraine on LinkedIn:
🔗 Follow Be Inclusive Hospitality on social media: [Instagram | LinkedIn ]
🔗 Follow Kith & Kin for more hospitality insights:

This episode, Cassie is joined by Emma, Senior Communications Manager at Heartwood Collection, to explore how a strong brand purpose can simplify business operations and generate high emotional engagement—both from customers and the team.

Emma shares her journey from corporate law to hospitality, revealing how Heartwood’s commitment to values-driven leadership, community focus, and internal growth has fueled its success. As an award-winning brand that continues to expand while maintaining deep local connections, Heartwood is proof that when people feel they belong, businesses thrive.

⏱ [00:01] – Welcome & introduction to Emma
⏱ [00:27] – Emma’s career shift: From law to a hospitality brand with purpose
⏱ [02:09] – Early experiences in hospitality & the emotional pull of the industry
⏱ [06:54] – Why Heartwood works: A brand built on values, not just transactions
⏱ [08:06] – Winning Sunday Times Best Place to Work – the power of a people-first culture
⏱ [09:40] – Simplifying success: How a clear brand purpose guides growth
⏱ [14:22] – High emotional engagement: Why customers & staff feel ownership of Heartwood pubs
⏱ [17:23] – Storytelling & hospitality: Connecting with guests through authenticity
⏱ [27:03] – Heartwood’s expansion strategy & balancing growth with community focus
⏱ [35:43] – Future plans: Sustaining success without losing the personal touch

🔗 Connect with Emma on LinkedIn:
🔗 Learn more about Heartwood Collection

Episode Summary

In this episode of Kith & Kin, host Cassie Davison sits down with Susan Zwinkels, Chief Marketing Officer at Kitch, to explore the evolving role of social media in hospitality.

Susan shares her journey from working in restaurants to leading a strategic social agency and reveals how hospitality brands can use social media to drive footfall, build loyalty, and stand out in a crowded industry.

From storytelling and customer engagement to avoiding common social media mistakes, this episode is packed with insights for hospitality businesses of all sizes.

Whether you're an independent operator or a large hospitality brand, this conversation will help you rethink how you approach social media.

[00:01] Introduction – Susan’s background in hospitality and how she transitioned into marketing

[02:42] The Power of Hospitality Experience – How working in kitchens and front-of-house shaped Susan’s marketing perspective

[06:26] Why People Skills Matter – How hospitality teaches adaptability, communication, and customer service

[12:40] The Digital Transformation – How hospitality brands have adapted to the rise of social media

[18:50] What Kitch Does – How Kitch supports hospitality brands with social media strategy, content, and campaigns

[21:53] Common Social Media Mistakes – What hospitality businesses get wrong with their social strategy

[25:35] The Power of Storytelling – Why emotional connections drive engagement on social media

[29:04] Why Social Media Shouldn’t Be an Afterthought – How to integrate social into your marketing strategy from day one

[32:54] Understanding TikTok & Gen Z – How social media is evolving and why TikTok is a game-changer

[35:56] Social Media Tips for Independents – How small hospitality businesses can maximize impact

[38:50] Data-Driven Social Strategies – Using analytics to improve performance and prove ROI

• Learn why storytelling and authenticity are key to social media success.

• Discover how to focus on content that engages rather than chasing trends.

• Understand the data and insights that drive real ROI.

• Get expert guidance on which platforms to prioritize.

• Practical strategies for small businesses with limited time and budget.

• Hospitality entrepreneurs looking to improve their social media strategy

• Restaurant, pub, and café owners who want to attract more customers online

• Marketing professionals working in the hospitality industry

• Anyone curious about how digital marketing impacts hospitality success

Download the ‘State of Social’ Report – Free benchmarking insights for hospitality brands: Visit Kitch’s Website

Follow Kitch on Instagram: @kitchsocial

Connect with Susan on LinkedIn: Susan Zwinkels

Email Kitch: [email protected]

If you found this conversation valuable, make sure to subscribe, rate, and review Kith & Kin on your favorite podcast platform.

And don’t forget to share it with other hospitality professionals who might find it useful.

Episode Summary

In this episode of Kith & Kin, host Cassie Davison sits down with Stefano Frigerio, co-founder of Champagne + Fromage, to discuss his journey from international marketing to pioneering a new way to enjoy champagne. Stefano shares how his brand is redefining champagne culture, making it an everyday luxury rather than just a drink for celebrations.

Stefano talks about how he and his wife, champagne expert Maud Frigerio, built a business that showcases grower champagnes paired with artisan cheeses, creating a unique experience for customers. He also dives into how franchising and pub partnerships are helping expand their brand beyond London and across the UK.

For hospitality entrepreneurs, restaurant owners, and anyone passionate about food and drink, this episode explores how branding, partnerships, and customer experience can help create a standout business in a competitive industry.

[00:01] Introduction – Stefano’s background in international marketing and his move into hospitality
[03:10] Rethinking Champagne Culture – Why champagne should be an everyday drink, not just for celebrations
[05:08] The Birth of Champagne + Fromage – How Stefano and Maud combined their passions to create the brand
[06:42] Overcoming Business Challenges – Navigating setbacks like COVID-19 and rebuilding the business
[08:46] Expanding Through Partnerships – How pubs are integrating Champagne + Fromage into their offerings
[13:57] The Franchise Model – Why franchising was the next step for growth and how it works
[19:24] Finding the Right Locations – Why market towns and spa towns are a perfect fit for the brand
[23:21] The Future of Champagne + Fromage – Expansion plans for France and Italy
[25:19] How to Get Involved – Partnership and franchise opportunities

• Struggling to differentiate your brand in hospitality? Learn how Champagne + Fromage built a unique identity.
• Want to attract new customers? Discover how partnerships and brand positioning can bring in a wider audience.
• Considering franchising? Stefano shares insights on developing a successful franchise model.
• Trying to recover from industry setbacks? Understand how adapting business strategies can lead to long-term success.

• Hospitality entrepreneurs looking to expand their brand through partnerships or franchising
• Restaurant, pub, and café owners wanting to offer unique food and drink experiences
• Food and wine lovers curious about champagne and cheese pairings
• Marketing professionals interested in how branding and storytelling impact the hospitality industry

• Website: champagneplusfromage.co.uk
• Instagram: @champagnefromage
• Email: [email protected]

Visit Champagne + Fromage locations in Covent Garden, Brixton, Greenwich, and Bath, with more locations opening soon.

If you enjoyed this episode, don’t forget to subscribe, rate, and review Kith & Kin on your favorite podcast platform.

Episode Summary

In this episode of Kith & Kin, host Cassie Davison sits down with Annica Wainwright, co-founder of Two Forks, to uncover the hidden power of menus in the hospitality industry. Annica shares how strategic menu design can increase sales, enhance customer experience, and boost brand loyalty. From her journey as a restaurant critic to helping hospitality businesses optimize their brand messaging, she provides valuable insights into menu psychology, customer behavior, and marketing strategies.

If you're a restaurant owner, café operator, or hospitality professional looking to attract more guests, improve customer retention, and increase profitability, this episode is packed with practical tips and industry insights to help you thrive.

• Menu Psychology & Customer Behavior – How subtle menu tweaks can increase customer spending
• From Critic to Consultant – Why understanding your customers' mindset is the key to success
• How to Reduce Menu Overwhelm – The science behind simplifying choices to boost sales
• Hospitality Branding & Customer Loyalty – Crafting a message that turns guests into regulars
• Digital vs. Print Menus – What’s next for restaurants, pubs, and hospitality businesses

• Struggling to attract and retain customers? Learn how a clear, engaging brand message can create long-term loyalty
• Is your menu confusing or overwhelming? Find out how to optimize your menu layout for a better guest experience and higher sales
• Want to stand out in a crowded hospitality market? Discover the power of storytelling and customer research to make your brand unforgettable
• Not sure how to price your menu effectively? Learn expert menu engineering techniques to maximize profitability without turning off customers

• Restaurant & café owners looking to improve guest experience and revenue
• Hospitality marketers & branding professionals aiming to refine brand messaging
• Chefs & operators who want to design better, more effective menus
• Anyone passionate about the hospitality industry and its many career paths

• Website: twoforks.co.uk

• LinkedIn: Annica Wainwright

If you enjoyed this episode, don’t forget to subscribe, rate, and review Kith & Kin on your favorite podcast platform.

Kith & Kin Hospitality Podcast - Episode 30

Episode Title: Guest Gabrielle Goode, Freelance Hospitality Marketing Specialist with Cassie Davison

Guest: Gabrielle Goode, Freelance Hospitality Marketing Specialist
Host: Cassie Davison
Contact Details:LinkedIn - Gabrielle Goode

In this episode of the Kith & Kin Hospitality Podcast, Cassie Davison welcomes Gabrielle Goode, a freelance marketing specialist who has worked with some of the biggest names in the hospitality industry, including The Ivy Collection, Caprice Holdings, and Langan's Brasserie. Gabrielle shares her journey from growing up in a hospitality family, falling in love with the industry, and transitioning from operations to marketing. They discuss the importance of storytelling, the impact of data-driven marketing, and the evolving challenges of attracting and retaining customers in a fast-changing industry.

• Born into a family with a history of pub ownership in London.

• Early experiences in hospitality fueled her passion for the industry.

• Worked in cocktail bars in Nottingham during university, surrounded by industry professionals who continue to shape hospitality today.

• Inspired by luxurious dining experiences at top London restaurants like Petrus and Alain Ducasse.

• The emotional connection to hospitality and how it creates lasting memories.

• The role of fine details in elevating guest experience, from service to ambiance.

• Started in PR but realized her passion was in hospitality marketing.

• Worked with Cirrus Inns, developing award-winning marketing campaigns.

• Moved on to The Ivy Collection, where she spearheaded press-worthy campaigns and high-impact site launches.

• The importance of knowing your customer base and brand identity.

• How data, AI, and CRM systems play a crucial role in personalized marketing.

• The difference between mass marketing and targeted luxury marketing strategies.

• Navigating fast-changing customer expectations and trends.

• The balance between digital marketing and real-life brand experiences.

• Avoiding the "race to the bottom" in pricing strategies and instead creating value-driven customer loyalty.

• Gabrielle’s transition into freelance hospitality marketing.

• Working with diverse clients, from high-end rooftop bars in Dublin to the superyacht industry.

• The challenges and rewards of running a marketing consultancy, including self-promotion and business strategy.

• “The best restaurants don’t just serve food—they create experiences that stay with you for a lifetime.” – Gabrielle Goode

• “Marketing is more than just social media; it’s about storytelling, brand positioning, and truly understanding your audience.” – Gabrielle Goode

• “The customer hasn’t disappeared—they’re just more selective. It’s our job to make sure the experience is worth their investment.” – Cassie Davison

• Connect with Gabrielle Goode on LinkedIn:LinkedIn Profile

• Gabrielle’s Website:The Hospitality Marketer

• Host: Cassie Davison:www.cassiedavison.co.uk

Don’t miss an episode of Kith & Kin Hospitality Podcast! Subscribe and leave us a review on your favorite podcast platform. Share this episode with hospitality professionals looking for fresh insights on marketing, customer engagement, and brand storytelling.

Thank you for listening!

Kith & Kin Hospitality Podcast -

Guest: Ines Llerena del Blanco, Pricing Strategist at Pearson Ham Group

Host: Cassie Davison

In this episode of the Kith & Kin Hospitality Podcast, Cassie Davison sits down with Ines Llerena del Blanco, a pricing strategist with 25 years of experience in the restaurant and hospitality industry. Ines shares her journey from working in restaurant operations to becoming a pricing consultant, helping businesses develop effective pricing strategies. She discusses the role of data in pricing decisions, the importance of customer insights, and how pricing impacts profitability in hospitality.

• Inspired by childhood experiences at family friends' restaurants.

• Studied Hotel & Restaurant Management in the US after receiving a scholarship.

• Gained hands-on experience working in various hospitality roles, including Compass Group, Club Med, and Intercontinental Hotels.

• Transitioned from operations into pricing consultancy after obtaining a Master’s degree from Cornell University.

• Why Pricing Matters: Margins in hospitality are razor-thin, and pricing is crucial for profitability and sustainability.

• Key Factors in Pricing Strategy: Understanding brand identity, customer expectations, and market conditions.

• The Role of Data: Using transactional data to determine demand trends, optimal pricing, and customer purchasing behavior.

• Technology's Influence: AI and data analytics are now accessible even to smaller businesses, helping them make informed pricing decisions.

• Hospitality businesses must define their brand and understand their customer base to set effective prices.

• Pricing strategies should align with customer expectations and perceived value.

• Businesses can leverage AI and big data to refine their pricing models.

• Pricing adjustments should be clearly communicated to both customers and staff.

• Staff training is critical in handling customer feedback on pricing.

• Poor communication can negatively impact customer perception and trust.

• The industry has evolved, but long hours and operational demands remain significant challenges.

• Women in leadership roles in hospitality are still underrepresented due to work-life balance challenges.

• The industry fosters resilience, adaptability, and strong interpersonal skills.

• Hospitality careers are diverse, from front-line operations to data analytics, consulting, and strategy.

• There are growing opportunities in pricing strategy, revenue management, and customer experience optimization.

• The industry offers valuable skills that are transferable to other sectors.

• “The only way to provide an amazing experience is by generating profits – training staff, using quality ingredients, and maintaining beautiful venues all require financial investment.” – Ines Llerena

• “So much of pricing is about perception. How you communicate price changes can be just as important as the prices themselves.” – Ines Llerena

• “This industry teaches resilience, adaptability, and teamwork. It prepares you for anything.” – Cassie Davison

• Connect with Ines Llerena del Blanco on LinkedIn: LinkedIn - Ines Llerena del Blanco⁠

• Host: Cassie Davison:www.cassiedavison.co.uk

Don’t miss an episode of Kith & Kin Hospitality Podcast!

Subscribe and leave us a review on your favorite podcast platform. Share this episode with fellow hospitality professionals who are looking to refine their pricing strategies and enhance their business profitability.

Thank you for listening!

Host: Cassie Davison
Guest: Richard Dickson, Co-Founder of Play It Green

In this episode, Cassie welcomes Richard Dickson, co-founder of Play It Green, to share his journey of creating a business that drives real, impactful change. Richard discusses how his passion for conscious capitalism, sustainability, and community has evolved through his career, blending his expertise with a mission to help businesses—and hospitality in particular—reduce their environmental footprint and make a difference.

From his experiences in retail and working with global initiatives, Richard explains the importance of behavioral change, cultural shifts, and the role of nature repair as part of a holistic approach to sustainability.

Richard shares how Play It Green works seamlessly with hospitality businesses:

🎯 The Outcome: Happier teams, engaged customers, and a future-proofed, purpose-driven business.

🗣️ “Sustainability isn’t just about trees and carbon. It’s about culture, behavior, and people.”
🗣️ “When people feel valued and understood in a business, they perform better and stay longer.”

🌍 Website: playitgreen.com
📧 Email: [email protected]

Play It Green makes it easy for hospitality businesses to embed sustainability, create impact, and connect with purpose—all while staying profitable.

📢 Want to learn more? Reach out to Richard or visit the Play It Green website for a seamless way to start your sustainability journey.

🎧 Listen to the Full Episode
Be inspired by Richard’s powerful story, his mission to support businesses and communities, and his passion for creating a sustainable future.

📢 If you enjoyed this episode, don’t forget to subscribe, leave a review, and share it with your network.

More from Kith & Kin:
💡 Helping hospitality businesses connect with purpose and thrive
🎯 Real stories, real challenges, and real solutions from industry experts
🌟 Discover more at Kith & Kin Hospitality

Host: Cassie Davison
Guest: Sam Pentecost, Founder & Owner of The Alpine Pizza Co

Episode Summary
In this episode of The Kith & Kin Hospitality Podcast, Cassie sits down with Sam Pentecost, founder and owner of The Alpine Pizza Co, one of the leading pizza suppliers on the UK’s festival circuit. Sam’s journey takes us from construction sites to wedding catering and finally to some of the biggest festivals and events in the UK.

Sam shares how he transitioned from working in a demanding, high-pressure construction industry to building a thriving, complex hospitality business driven by his passion for food, people, and problem-solving. From logistics challenges to managing seasonal demand, Sam gives a fascinating behind-the-scenes look at what it takes to succeed in mobile catering at scale.

Key Highlights

Memorable Quote
"If money is your only driver, hospitality isn’t for you. You’ve got to love it. If I didn’t enjoy this, I wouldn’t do it – because hospitality is all about people, energy, and problem-solving." – Sam Pentecost

Connect with Sam Pentecost & Alpine Pizza Co

Host: Cassie Davison
Guest: Lauren McCormick, General Manager, Omi Bar, Leicester

Episode Summary
In this deeply inspiring episode of The Kith & Kin Hospitality Podcast, Cassie sits down with Lauren McCormick, General Manager at Omi Bar, Leicester, and finalist for General Manager of the Year at the Kith & Kin Hospitality Awards.

Lauren’s remarkable story takes her from living on the streets and in supported accommodation to building a thriving career in hospitality. She shares how the industry became her “real-life therapy,” providing purpose, belonging, and the opportunity to make a difference to others’ lives.

Key Highlights

Memorable Quote
"Hospitality gave me a family when I didn’t have one. It’s not just a job – it’s a place where we can make someone’s day better, no matter what they’re going through." – Lauren McCormick

Connect with Lauren McCormick

📺 Watch the Full Episode on YouTube 🎥:
Watch here on the Kith & Kin Hospitality Podcast Channel

🎧 Listen & Subscribe: