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schedule

feb 4th
brewdog waterloo
london

Schedule

let's talk

each of the zones will be represented by the most insightful leaders in the hospitality industry

09:20AM

welcome

09:30am

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10.15am

Guest experience: are we really listening to our guests?

Join leaders from Honest Burger, Paris Baguette, and Market Halls for an insightful panel on enhancing guest experience in the hospitality industry.

Discover what customers truly want and how these brands are delivering exceptional service in 2025 through both their teams and innovative technology.

Gain valuable insights on understanding and exceeding customer expectations.

As Stephen Covey said, “Most people do not listen with the intent to understand; they listen with the intent to reply."

Don’t miss this opportunity to learn how these leaders are strategically enhancing guest experiences and leveraging technology to create unforgettable moments.

Book your spot now!

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10:15am

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11:00am

Guest experience Masterclass
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10:15PM

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11.00PM

People Masterclass
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11:00AM

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11:45am

Marketing zone: People don't buy what you do, they buy why you do it.

"People don't buy what you do, they buy why you do it.” – Simon Sinek.

Join marketing legends from Leon, Nells Pizza, Market Place and more for an insightful panel on scaling your brand through innovative marketing strategies in 2025.

Hosted by Susan Zwinkels we will also be launching the Kitch " State of Social " report and discussing some of the insight from the paper.

Critical marketing insights for UK hospitality brands

State of Social is the first industry-wide benchmarking report dedicated to social media metrics. Delivered by Kitch and KAM, the FREE report will capture critical insights for UK hospitality operators.

What will the report capture?

  • Business size by number of sites
  • Hospitality sub-sector
  • Channel-specific metrics for Instagram, Facebook and TikTok; including engagement, reach and follows
  • Age of audiences on each platform
  • Website traffic from social
  • Insights to brand resources for social strategy management
  • Topline budget allocation for social media management

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12:00pm

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12:45pm

Operations Masterclass
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12:00PM

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12:45PM

Marketing Masterclass
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12:45pm

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13:30pm

People Masterclass
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12:45PM

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13:30PM

Operations masterclass
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13:30PM

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14:15pm

People zone: scaling through people, a mollie's special

Mollie’s launched in 2019 and has quickly attracted praise for its blend of retro American diner aesthetics and modern tech-driven hospitality.

With locations in Bristol and Oxfordshire, Mollie’s plans to open its biggest site in Manchester’s former Granada TV studios this year, with ten more motels in the pipeline.

Being an accessible brand is not just targeted at their customers, but also at their team.

We bring together Darren, Trudi, Adam and Stephanie to discuss the challenges around scaling as they grow and how they are creating a truly unique place to work and visit.

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14:15pm

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15:00pm

Guest Experience Masterclass
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14:15pm

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15:00pm

Marketing Masterclass
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15:00PM

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15:45pm

Operations zone: strength lies in differences, not in similarities

Join leaders from Wahaca, Bills, The Chancery Rosewood, and Social Pantry for an inspiring panel on why some businesses grow and some don't, whats the magic dust?

Discover the barriers they faced and how they overcame them to achieve remarkable growth.

Gain valuable insights from industry leaders on turning challenges into opportunities.

As Stephen Covey said, “Strength lies in differences, not in similarities."

Don’t miss this chance to learn how these founders have strategically scaled their businesses, driven innovation, and expanded into new markets. Book your spot now!

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16:00pm

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16:45pm

The Great British Bake Off

Sharpening the Saw in Hospitality: Join Our Exclusive Panel with Steve Groucott

Discover why mastering the basics is the secret to hospitality excellence! Join us for an exclusive panel discussion featuring Steve Groucott, owner of Cornish Bakery, as we dive into Stephen Covey’s principle of “Sharpening the Saw” and learn how focusing on the fundamentals can lead to sustained success.

What You’ll Gain:

Insights on Consistency: Learn from Steve’s approach to maintaining quality and consistency in every customer interaction.

Practical Tips: Discover actionable strategies for refining your operations and setting a high standard of excellence.

Inspiration to Elevate Your Business: Uncover why doing the basics right is more than just routine—it’s the foundation of a thriving business.

Don’t miss out on this inspiring conversation—register today and take the first step towards sharpening your saw!

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17:00 PM

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19:00 PM

Live Music

Had enough of doing the awkward hand shakes and running out the door of your latest event?

Well fear not, at this years SERVICE we will have LIVE music straight after the show. Grab a drink and come and join us as we extend the event into the evening.

We will announce the band very soon....watch this space!

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AFTER SHOW DRINKS & singing

BROUGHT to you by
schedule

day 02

AI in Action: Applications and Case Studies

09:00AM

welcome

by ken maskall

09:30am

AI and Cybersecurity: Opportunities and Risks
This talk will explore how AI is changing the cybersecurity landscape and how it can be used to enhance security and protect against cyber threats.
by ken maskall

10:00AM

The Role of AI in Healthcare Innovation
In this workshop, we will explore the latest applications of AI in healthcare, such as personalized medicine, patient monitoring, and disease prevention. We will also discuss the challenges and opportunities associated with integrating AI into healthcare systems, and provide practical guidance on how to develop and deploy AI-powered healthcare solutions that are ethical, transparent, and effective.
by Laura Davis

12:00PM

lunch

abacus restaruant, exhibition centre.

01:30PM

AI and Business Strategy: Creating Value and Managing Risks
Explore how AI is reshaping business strategy and providing new opportunities for growth and innovation. We will discuss how to leverage AI to create value for customers, optimize business processes, and gain competitive advantage.
by Aisha Patel

03:00PM

The Future of AI
This talk will provide a forward-looking perspective on the future of AI and its potential impact on society, industry, and individuals. We will discuss the opportunities and challenges associated with the continued development and deployment of AI, and explore the ethical implications of AI on issues such as employment, privacy, and inequality.
by Laura Davis

07:00PM

dinner

abacus restaruant, exhibition centre.

Secure Your Seat for service

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february 4th
brewdog, waterloo
london