schedule
feb 10th 2026
brewdog waterloo
london
let's talk
“No Scripts. No Slides, apart from an actual slide, Just the Truth.”
At Service, we’re tearing up the script.
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
09:30
-
10.15
MAIN STAGE: Marketing “Hype or Habit?”
.jpg)
What it’s about:
Hospitality is brilliant at creating buzz, but the real challenge is keeping guests coming back long after the campaign ends. This session explores how the best marketing teams turn short-term excitement into long-term loyalty, combining creativity with data to build brands that stick.
What you’ll learn:
- How to turn launch buzz into measurable, repeatable growth
- Proven frameworks to track marketing ROI beyond vanity metrics
- Ways to embed loyalty thinking into every stage of the customer journey
- Where to focus your next marketing pound: hype, habit, or human connection
Why bother attending?
You’ll walk away with practical tools and ideas to boost repeat visits, increase guest spend, and build campaigns that not only convert, but endure.
10:15
-
11:00
10:15
-
11:00
10:15
-
11:00
11:00
-
11:45
MAIN STAGE : Leadership Panel “Chaos or Control?”
What it’s about:
As businesses grow, so does complexity. The challenge for today’s hospitality leaders isn’t just streamlining operations, it’s re-imagining how their entire ecosystem works together. This session brings together visionary founders and managing directors to explore how to build calm, scalable operations in an unpredictable world. From culture to tech to clarity of purpose, we’ll uncover how to lead with control without losing creativity.
What you’ll learn:
- How modern leaders design simplicity into growth
- When to invest in systems versus empowering people
- How to balance efficiency with experience, for both teams and guests
- Lessons from scaling fast while staying true to your brand’s DNA
Why bother attending?
Discover how top operators are creating businesses that run smoothly, adapt fast, and stay profitable, without burning out their teams or themselves. Leave with a new perspective on what operational control really looks like in 2026 and beyond.
11:45
-
12:30
11:45
-
12:30
11:45
-
12:30
12:30
-
13:15
MAIN STAGE: Experience: “Perfection or Perception?”
What it’s about:
In hotels, guest experience is everything, but what truly matters: flawless execution or how the experience feels? This session explores the gap between operational perfection and emotional perception, and why guests remember moments, not checklists.
What you’ll learn:
• How to design experiences that create emotional impact, not just operational efficiency
• Where perception shapes loyalty more than perfection ever could
• How teams can personalise service at scale without overwhelming operations
• The role of tech and AI in elevating (not replacing) human hospitality
Why attend?;
You will leave with practical ways to elevate guest satisfaction, drive repeat stays and create memorable moments that guests talk about long after checkout.
13:15
-
14:00
13:15
-
14:00
13:15
-
14:00
14:00
-
14:45
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.
