When I was a little girl, both of my parents worked full time. We’d come home from school to a tired and stressed mum, and dad would work late. I have happy memories of childhood, but home life was sometimes strained—just from the weight of everything that needed to get done for a busy family.
But what I always looked forward to were the weekends, when my parents would meet up with friends. As a group, they seemed on a mission to visit every pub in the area. It was the same circle of friends we went camping with, winding our way through the countryside as if there was a map of every pub—and their hobby was to tick off each one. Perhaps there was a map, and perhaps that was their collective hobby.
As a child, this was back when kids weren’t always welcome in the main pub, so more often than not we were confined to the skittle alley with a pack of crisps and a fizzy drink. In summer, we’d explore pub gardens, and many had rooms where kids could watch cartoons or play Connect Four.
But what I remember most about all of it wasn’t the other children—it was watching my parents come alive. With their friends, they joked, they argued, they became themselves. They had a tribe. And the pub was where that tribe came together—to bond, to share ideas, to commiserate, to laugh, to celebrate, to feel seen and supported.
The pub was the place I saw my parents as their full selves. And even then I knew: that was the magic of hospitality—and I wanted to be part of it.
Two Ways In
Our stories of how we fall in love with hospitality are often surprisingly similar. On the Kith & Kin Podcast, I have the privilege of chatting with incredible people from across the industry, and every episode begins with the same question:
“What made you fall in love with hospitality?”
The answers usually fall into two broad baskets.
The first group, like me, had an early experience that opened their eyes to the magic of hospitality—witnessing adult relationships blossom in warm, welcoming spaces, and feeling the care and kindness of those serving. It’s the purpose and joy found in creating these moments for others that stays with you.
Ines shared a beautiful story of visiting a local restaurant as a child—staying up late, soaking in the joy and community. As Ines tells the story on the podcast, it gives me goosebumps. I can feel the emotion in her voice—I can picture the place, the people, the late nights, the joy and warmth. That’s the power of hospitality: these spaces become the backdrop to the memories that stay with us, the moments that shape and form who we are.
What struck her most wasn’t just the fun, but the restaurant owner. While everyone else relaxed, the owner seemed to relish the act of hosting even more. There was something deeply inspiring about watching someone find joy in making others feel seen, safe, and connected. That sense of contribution—of providing a social anchor for others—is genuinely intoxicating for so many of us.
Where It Starts
The second group, though often with a similar early experience as a hospitality customer, found that the moment they truly felt they belonged was the moment they first felt valued.
So many of us started young—more often than not as a pot wash. To those on the outside, it’s seen as the lowest of the low: the most basic, low-skilled job anyone could do. But within the industry, we know just how untrue that is.
In any café, restaurant, pub, or hotel, the pot wash is a vital cog in the wheel. Without them, everything collapses. Unless that person is on their game—fast, efficient, quietly getting on without needing to ask too many questions, often not seen or heard—then service falters. There’s no point serving Michelin-level food if it can’t be presented on an immaculate plate. A busy café can’t deliver joy to waiting families without clean cups and matching saucers ready to go. And a pub will quite literally grind to a halt without someone meticulously collecting glasses, getting them cleaned, and stacking them back on the shelves—without getting in the way of customers or the besieged bar staff.
Many young people come into this industry full of enthusiasm and a willingness to work hard—but they’ve often been made to feel like failures. They didn’t settle in school. They’ve struggled. They’ve been told they wouldn’t amount to much. Or they simply couldn’t sit still. It’s no surprise how many hospitality professionals I speak to have either been diagnosed with, or suspect, some form of neurodiversity.
So when someone enters a busy hospitality environment—often with no previous experience, sometimes without even a proper interview or induction (yes, we know that still happens)—and they’re made to feel useful from day one, it can be life-changing. That sense of being needed, being part of something, especially when you’re not used to being seen or heard, can inspire loyalty and a deep sense of belonging from the very beginning.
Finding Our People
And really, that’s what it’s all about. Those of us who’ve built our careers in hospitality found our home—we found where we belonged. We found our tribe, our people. And we were inspired to be the best at what we do—not just for ourselves, but in service of others: our teams, our customers, our communities.
A Career Like No Other
And what better industry? Where else can you start with no previous work experience and be promoted to manager within two years? The opportunities in hospitality are endless.
The learning that comes from operations and from serving others is second to none—customer service, problem solving, teamwork, leadership, crisis management. But it doesn’t stop there. You also learn resilience, time management, communication under pressure, emotional intelligence, adaptability, and how to read people quickly and respond appropriately.
These are all incredibly transferable skills. I often tell the story of a friend who runs a creative agency. He once employed an 18-year-old with a YouTube channel that had over a million followers. He had no concerns about her ability in the role—except when it came to talking to clients, networking in a room full of adults, and working as part of a team. And he knew that for all the things he could teach her, that kind of learning was tacit. She had to find her own way to do it. So he paid her to take a Saturday job in her local pub for six months.
And he was right—six months serving customers, and she learned how to do all of it. But more than that, she built confidence.
Endless Possibilities
The industry itself is full of possibilities. Many people who start out don’t necessarily go on to become a General Manager, Head Chef, or run their own place. Plenty find their niche and move into roles that suit them best—and there’s no shortage of options. From marketing, systems, finance, HR, legal, and procurement, to learning and development, events and operations, tech and digital transformation, branding, sustainability, and guest experience management—the paths are as varied as the people in it.
What a fantastic industry.
No wonder we love it.
