schedule
feb 10th 2026
brewdog waterloo
london
let's talk
“No Scripts. No Slides. Just the Truth.”
At Service, we’re tearing up the script.
Each roundtable kicks off with questions face-down on the table, unrehearsed, unfiltered, and guaranteed to spark debate.
From people to operations, guest experience to marketing, we’re cutting through the industry noise to ask what really matters.
If you want polite soundbites, stay at work.
If you want the truth — book the day off.
09:20AM
welcome
09:30am
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10.15am
MAIN STAGE : Marketing “Hype or Habit?”
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What it’s about:
Hospitality loves a launch, but too often the buzz fades in 30 days. This panel separates short-term noise from long-term impact.
What you’ll learn:
- Which marketing tactics genuinely drive repeat visits and higher spend
- How to turn campaigns into habit-forming behaviours, not just headlines
- Where to invest your next pound: hype, or loyalty?
Why Bother Attending?
Leave with proven frameworks to measure marketing effectiveness, cut wasted spend, and build loyalty strategies that stick.
10:15
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11:00
10:15
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11:00
10:15
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11:00
11:00AM
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11:45am
MAIN STAGE : People “Humans or Headcount?”
What it’s about:
Teams are called our greatest asset, yet too often they’re treated as costs. This session tackles the reality of retention, culture, and leadership.
What you’ll learn:
- Practical ways to cut churn and recruitment spend
- How to balance wellbeing with high performance
- Where AI can support training without losing the human touch
Why Bother Attending?
Walk away with strategies that reduce hiring costs, boost team performance, and create cultures that keep great people.
11:45
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12:30
11:45
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12:30
11:45
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12:30
12:30
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13:15
MAIN STAGE: Experience: “Perfection or Perception?”
What it’s about:
Great guest experience isn’t a gimmick, it’s the consistent delivery of excellence, every single time.
What you’ll learn:
- How to build systems and teams that deliver world-class service
- The metrics that prove great service drives loyalty and revenue
- Practical ways to scale perfection without losing authenticity
Why Bother Attending?
Gain actionable tools to improve consistency, elevate guest satisfaction, and directly link service standards to profitability.
13:15
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14:00
13:15
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14:00
13:15
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14:00
14:00
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14:45
MAIN STAGE : Operations Panel “Chaos or Control?”
What it’s about:
Every operator talks about streamlining, but too often tech creates more dashboards than decisions. This session exposes the real blockers to efficiency, from duplicated systems to firefighting routines.
What you’ll learn:
- How to spot and eliminate operational bottlenecks
- Which tools and processes genuinely save time (and which drain it)
- Practical ways to simplify, automate, and scale without losing control
Why Bother Attending?
Walk away with strategies to cut wasted spend, free up management time, and run leaner operations that directly improve profitability.
14:45
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17:30
The BIGGEST staff party EVER!
Join us for a very special surprise as we close SERVICE with the biggest staff party of 2026!! (yeah we know its FEB!)
