From Complacency to Cheerleading: It’s Time to Talk Up Hospitality
As someone who owes their entire career to the hospitality industry, I’m genuinely concerned that we spend too much time whispering about the tough times and not enough shouting about the brilliance. I personally believe we need to start talking UP the good experiences we have, rather than letting the negative stories dominate the narrative.
I’m a cheerleader in life, and I try to be one for this industry. If the service is excellent, I make sure the team knows it. I leave reviews online. I offer a generous tip and a heartfelt thank you. I always make a point of calling out good service—it deserves to be seen and celebrated.
The Power of Positive Stories
Right now, across LinkedIn and other professional platforms, we can all see just how tough the market is. Margins are tight, staffing is a persistent challenge, and the pressure on operators is relentless.
So, here’s my challenge: instead of dwelling on the difficulties, let’s actively seek out and share the great stories. Let’s talk our industry up. Positive word-of-mouth is still the most powerful form of marketing, and it’s free!
A Friday Night Win
This belief was reinforced by my own experience last Friday night at Hotel Du Vin at Clifton Avon Gorge. I enjoyed a superb plate of fish and chips paired with a great glass of wine, all for less than £20! And I have to tell you, it was some of the best fish and chips I’ve eaten in a very long time.
Having worked both in and with the seafood sector for over three decades, I’ve eaten quite a lot of fish and chips in my time, so that’s high praise indeed.
What Made it Work?
What made the experience so memorable? Every element was spot on. The fish was excellent haddock—flaky, fresh, and cooked to perfection. The batter was beautifully light and crispy, and the chips were absolutely spot on.
But it was more than the food. The service was superb. The team member looking after us was just three days into the job, yet she was an absolute delight to chat to—enthusiastic, professional, and genuinely welcoming. That’s a testament to good training and a positive environment. The wine, too, was cool and crisp, matching the main course just right.
And, of course, the venue itself is stunning, offering a perfect view of the iconic Clifton Suspension Bridge in Bristol, just as the sun was dipping below the horizon. The setting, the food, and the service all came together to create a wonderful experience. And I was lucky enough to have my husband, Haddon Sullivan, as the perfect dinner date!
Join the Cheerleading Squad
hese are the moments we need to amplify. They prove that exceptional hospitality, quality food, and top-tier service are alive and thriving in the UK.
Do you have a positive hospitality experience to share? Something that absolutely made your week? Add it below. Let’s talk our industry up and celebrate those doing a cracking job.
Who’s up for some cheerleading with me? Connect with me on LinkedIn or drop me a DM to tell me your cheerleading experience.
