In our second-ever episode of Talking Hospitality, initially known as Timothy Put the Kettel On, we explored hospitality’s challenges and innovations during lockdown, from local sourcing to new tech solutions.
Fast-forward to today, and it’s clear how some things have transformed while other values have held steady. So, what’s changed since those early days, and what remains at the heart of the hospitality industry?
3 Key Differences Since the 2020 Episode
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Technology Adoption Has Accelerated In the early days of lockdown, we discussed the initial tech solutions, like pre-ordering apps and contactless menus. Today, digital innovation is foundational for many venues. Technologies like AI-driven guest management and chatbots are now standard for streamlining bookings and enhancing customer engagement (source). Digital platforms offering a seamless customer experience are a necessity, with research from Deloitte showing that 63% of consumers prefer digital interactions when booking or ordering in restaurants (source).
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Enhanced Focus on Local and Sustainable Sourcing Back in 2020, our discussion touched on sourcing local products, a trend which has only grown in relevance. According to a recent UKHospitality report, nearly 78% of British consumers now prioritise sustainability and local sourcing when dining out (source). Additionally, the government has introduced incentives to encourage local sourcing in hospitality, supporting small-scale farmers and reducing carbon footprints. This focus on “hyper-local” sourcing is reshaping menus and boosting community engagement, fostering closer relationships between restaurateurs and suppliers.
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Outdoor Dining Has Evolved into a Permanent Fixture With social distancing measures, outdoor dining was a lifeline for many establishments, as we discussed in Episode 2. This necessity has evolved into an enduring trend. Venues are investing in stylish outdoor setups, with heated patios, retractable awnings, and cozy lighting that cater to diners year-round. The British Beer and Pub Association found a 25% increase in outdoor seating investments by pubs and restaurants since 2020 (source), indicating that al fresco dining is here to stay as a regular feature, not just a lockdown workaround.
3 Constants That Have Held True
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Hygiene as a Core Component Hygiene standards were a major topic in our early discussions, and that priority remains unwavering. Customers expect—and demand—highly visible cleaning protocols. A survey by the Food Standards Agency shows that 85% of customers still choose venues based on their cleanliness ratings (source), highlighting that hygiene isn’t just a temporary priority but a long-term expectation.
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The Value of Community and Local Support As highlighted in the podcast, community-driven support was crucial during the pandemic. That ethos remains strong today, with many businesses engaging in local partnerships. From supporting food banks to hosting community events, establishments continue to build relationships within their neighbourhoods. Platforms like Neighbourly encourage businesses to give back, maintaining a vital connection to their communities (source).
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Adaptability of Hospitality Professionals The industry’s resilience has been a cornerstone throughout the pandemic and continues to be. From quickly adapting to changing regulations to navigating staffing challenges, hospitality professionals are more adaptable than ever. According to UKHospitality, around 70% of leaders feel their teams are better prepared for change compared to pre-pandemic times (source).
Conclusion
Reflecting on our early Talking Hospitality episode, it’s incredible to see how much has changed—and what’s remained essential. Hospitality continues to innovate, prioritising both customer experience and community. Are these changes for the better? That’s for you to decide.
Listen back to Season 1, Episode 2, and let us know your thoughts on how far the industry has come.
