{"id":2632,"date":"2025-06-04T08:57:28","date_gmt":"2025-06-04T07:57:28","guid":{"rendered":"https:\/\/mapalstg.wpengine.com\/en\/?post_type=resource&#038;p=2632"},"modified":"2026-09-06T19:23:30","modified_gmt":"2026-09-06T18:23:30","slug":"the-power-of-people-in-hospitality-what-we-took-from-shine-people-culture-summit-2025","status":"publish","type":"resource","link":"https:\/\/mapal-os.com\/en\/operational-efficiency\/the-power-of-people-in-hospitality-what-we-took-from-shine-people-culture-summit-2025\/","title":{"rendered":"The power of people in hospitality: What we took from Shine People &#038; Culture Summit 2025"},"content":{"rendered":"\n<section class=\"wp-block-mapal-vertical-section alignfull vertical-section is-layout-flow wp-block-mapal-vertical-section-is-layout-flow\">\n\t\n\t<div class=\"wp-block-cover alignfull is-light vertical-section__container\">\n\t\t<span aria-hidden=\"true\" class=\"wp-block-cover__background has-background-background-color has-background-dim-100 has-background-dim\"><\/span>\n\t\t<div class=\"wp-block-cover__inner-container is-layout-constrained wp-block-cover-is-layout-constrained\">\n\t\t\t\n\t\t\t<div class=\"wp-block-group vertical-section__row is-layout-grid wp-container-core-group-is-layout-79dc550c wp-block-group-is-layout-grid\">\n\t\t\t\t\n\t\t\t\t<div class=\"wp-block-group vertical-section__content is-layout-constrained wp-block-group-is-layout-constrained\">\n\t\t\t\t\t\n\t\t\t\t\t<div class=\"wp-block-mapal-content-section content-section wp-block-group mapal-pattern-resource-starter-content\">\n\t\t\t\t\t\n\t\t\t\t\t<div class=\"wp-block-columns content-section__columns is-layout-flex wp-container-core-columns-is-layout-c7ebd8d6 wp-block-columns-is-layout-flex\">\n\t\t\t\t\t\n\t\t\t\t\t<div class=\"wp-block-column wp-block-column--left is-layout-flow wp-block-column-is-layout-flow\">\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"2560\" height=\"597\" src=\"https:\/\/mapal-os.com\/wp-content\/uploads\/sites\/9\/2026\/08\/Post_event_blog_banner_shine25-scaled.png\" alt=\"\" class=\"wp-image-2624\" srcset=\"https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/Post_event_blog_banner_shine25-scaled.png 2560w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/Post_event_blog_banner_shine25-300x70.png 300w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/Post_event_blog_banner_shine25-1024x239.png 1024w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/Post_event_blog_banner_shine25-768x179.png 768w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/Post_event_blog_banner_shine25-1536x358.png 1536w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/Post_event_blog_banner_shine25-2048x478.png 2048w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">On Thursday, 22nd May, we welcomed over 200 hospitality leaders, culture champions and operators from across the UK to the 4th annual Shine People &amp; Culture Summit 2025, in an afternoon dedicated to the people powering our industry.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Shine brought together expert voices from some of the sector\u2019s fastest-growing and most forward-thinking brands. With five panels, 16 speakers, and a room full of curious, committed professionals, the energy was electric from the moment the doors opened.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If you were with us, thank you. If you couldn\u2019t make it, here\u2019s what you missed and why you\u2019ll want to join us next year.\u00a0<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-vimeo wp-block-embed-vimeo\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Mapal Shine Summit - Highlights\" src=\"https:\/\/player.vimeo.com\/video\/1090440030?dnt=1&amp;app_id=122963\" width=\"500\" height=\"281\" frameborder=\"0\" allow=\"autoplay; fullscreen; picture-in-picture; clipboard-write; encrypted-media; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\"><\/iframe>\n<\/div><\/figure>\n\n\n\n<h2 class=\"wp-block-heading is-style-heading-4\">Setting the stage<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.linkedin.com\/in\/%F0%9F%8C%B1dan-barnes-63168052\/\">Dan Barnes<\/a>(Founder, <a href=\"https:\/\/flourishhospitality.co.uk\/\">Flourish Hospitality<\/a>) kicked things off with a warm welcome and a reminder of why Shine exists: to connect the dots between people, culture and performance in hospitality.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"2560\" height=\"1707\" src=\"https:\/\/mapal-os.com\/wp-content\/uploads\/sites\/9\/2026\/08\/709a0c0f-c92c-453c-a5b8-6a27b32b0c38.jpg\" alt=\"\" class=\"wp-image-2625\" srcset=\"https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/709a0c0f-c92c-453c-a5b8-6a27b32b0c38.jpg 2560w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/709a0c0f-c92c-453c-a5b8-6a27b32b0c38-300x200.jpg 300w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/709a0c0f-c92c-453c-a5b8-6a27b32b0c38-1024x683.jpg 1024w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/709a0c0f-c92c-453c-a5b8-6a27b32b0c38-768x512.jpg 768w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/709a0c0f-c92c-453c-a5b8-6a27b32b0c38-1536x1024.jpg 1536w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/709a0c0f-c92c-453c-a5b8-6a27b32b0c38-2048x1366.jpg 2048w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">This wasn\u2019t an afternoon of abstract ideas, it was a deep dive into what\u2019s working right now, what\u2019s next, and how we raise the bar together.\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading is-style-heading-5\"><strong>From concept to crowd: scaling site launches with heart<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.linkedin.com\/in\/harry-bennett-39a81b119\/\"><strong>Harry Bennett<\/strong><\/a><strong> (Mapal), <\/strong><a href=\"https:\/\/www.linkedin.com\/in\/craigbenson1984\/\"><strong>Craig Benson<\/strong><\/a><strong> (<\/strong><a href=\"https:\/\/www.wingstop.co.uk\/\"><strong>Wingstop UK<\/strong><\/a><strong>) and <\/strong><a href=\"https:\/\/www.linkedin.com\/in\/nicole-cockburn-56b4b9198\/\"><strong>Nicole Cockburn<\/strong><\/a><strong> (<\/strong><a href=\"https:\/\/popeyesuk.com\/\"><strong>Popeyes UK<\/strong><\/a><strong>) <\/strong>shared powerful, behind-the-scenes insights into how their teams make every new opening feel like a brand-defining moment for both guests and teams.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Wingstop has grown from 0 to 57 UK sites in just a few years, and plans to open 20 more in 2025. Popeyes UK, meanwhile, has rapidly become known for creating launch-day buzz with eager customers queuing round the block, social media virality and overnight excitement.\u00a0<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"2560\" height=\"1706\" src=\"https:\/\/mapal-os.com\/wp-content\/uploads\/sites\/9\/2026\/08\/8191012e-9eb3-4b5b-8cb1-69618af13c2a.jpg\" alt=\"\" class=\"wp-image-2626\" srcset=\"https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/8191012e-9eb3-4b5b-8cb1-69618af13c2a.jpg 2560w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/8191012e-9eb3-4b5b-8cb1-69618af13c2a-300x200.jpg 300w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/8191012e-9eb3-4b5b-8cb1-69618af13c2a-1024x682.jpg 1024w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/8191012e-9eb3-4b5b-8cb1-69618af13c2a-768x512.jpg 768w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/8191012e-9eb3-4b5b-8cb1-69618af13c2a-1536x1024.jpg 1536w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/8191012e-9eb3-4b5b-8cb1-69618af13c2a-2048x1365.jpg 2048w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">But behind the hype is a serious engine: scalable processes, culture-led training, and a focus on Gen Z talent attraction. Craig emphasised how clarity, alignment and rhythm are key for maintaining consistency across sites. Nicole highlighted how Popeyes builds launch anticipation internally too \u2013 by getting the team emotionally invested and ready to deliver the guest promise from day one.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The panellists also reflected on how local marketing, team culture and operational readiness come together and how a good launch starts well before the doors open.<\/p>\n\n\n\n<article class=\"wp-block-mapal-testimonial-card testimonial-card swiper-slide wp-block-group\">\n\t\n\t<div class=\"wp-block-group testimonial-card__wrapper is-layout-flow wp-block-group-is-layout-flow\">\n\t\t\n\t\t<div class=\"wp-block-group testimonial-card__details-wrapper is-layout-flow wp-block-group-is-layout-flow\">\n\t\t\t\n\t\t\t<p class=\"testimonial-card__testimonial-text wp-block-paragraph\">We don\u2019t just open a store \u2013 we open a culture. That\u2019s what people remember.<\/p>\n\t\t\t\n\t\t<\/div>\n\t\t\n\t\t\n\t\t<div class=\"wp-block-group testimonial-card__author-details-wrapper is-nowrap is-layout-flex wp-container-core-group-is-layout-c7ebd8d6 wp-block-group-is-layout-flex\">\n\t\t\t\n\t\t\t<div class=\"wp-block-group testimonial-card__author-organization-details-wrapper is-layout-flow wp-block-group-is-layout-flow\">\n\t\t\t\t\n\t\t\t\t<p class=\"testimonial-card__author-title wp-block-paragraph\">Craig Benson<\/p>\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\n\t<\/div>\n\t\n<\/article>\n\n\n\n<h2 class=\"wp-block-heading is-style-heading-4\">\u2705 Try this:<\/h2>\n\n\n\n<ul class=\"wp-block-list is-style-list-dark\">\n<li>Turn pre-opening into team-building \u2014 Get team members involved in launch planning, playlists, or opening rituals.<\/li>\n\n<li>Build hype internally \u2014 Use team comms and pre-launch sessions to help staff feel part of something bigger.<\/li>\n\n<li>Create a post-launch feedback loop \u2014 After opening week, collect team reflections and guest feedback to improve the playbook.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading is-style-heading-4\">Beyond inclusion: how neurodiverse teams drive performance<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">This panel reframed inclusion as a performance strategy \u2013 not a checkbox. <a href=\"https:\/\/www.linkedin.com\/in\/dorothea-jonesma\/\"><strong>Dorothea Jones<\/strong><\/a><strong> (<\/strong><a href=\"https:\/\/www.inclusivation.com\"><strong>Inclusivation<\/strong><\/a><strong>) <\/strong>opened the discussion by challenging the group to rethink what it means to build workplaces that support every brain.\u00a0<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"2560\" height=\"1707\" src=\"https:\/\/mapal-os.com\/wp-content\/uploads\/sites\/9\/2026\/08\/acc75704-eb81-4670-b5c4-7923397c8f2a.jpg\" alt=\"\" class=\"wp-image-2627\" srcset=\"https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/acc75704-eb81-4670-b5c4-7923397c8f2a.jpg 2560w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/acc75704-eb81-4670-b5c4-7923397c8f2a-300x200.jpg 300w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/acc75704-eb81-4670-b5c4-7923397c8f2a-1024x683.jpg 1024w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/acc75704-eb81-4670-b5c4-7923397c8f2a-768x512.jpg 768w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/acc75704-eb81-4670-b5c4-7923397c8f2a-1536x1024.jpg 1536w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/acc75704-eb81-4670-b5c4-7923397c8f2a-2048x1366.jpg 2048w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.linkedin.com\/in\/tedblackwell\/\"><strong>Ted Blackwell<\/strong><\/a><strong> (<\/strong><a href=\"https:\/\/springboard.uk.net\/\"><strong>Springboard<\/strong><\/a><strong>)<\/strong> shared how accessibility-first digital learning is opening doors to hospitality roles for people who\u2019ve traditionally been excluded. By prioritising clarity, visual navigation, and flexible learning paths, training becomes an opportunity instead of a barrier.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.linkedin.com\/in\/hannah-plumb-274b7238\/\"><strong>Hannah Plumb <\/strong><\/a><strong>(<\/strong><a href=\"https:\/\/thealchemistbars.com\/\"><strong>The Alchemist<\/strong><\/a><strong>)<\/strong> brought in the human side: how culture is shaped through day-to-day decisions. At The Alchemist, individuality isn\u2019t just accepted, it\u2019s celebrated. She shared how co-creating safe spaces and adjusting working styles has helped build retention, performance and guest connection.<\/p>\n\n\n\n<article class=\"wp-block-mapal-testimonial-card testimonial-card swiper-slide wp-block-group\">\n\t\n\t<div class=\"wp-block-group testimonial-card__wrapper is-layout-flow wp-block-group-is-layout-flow\">\n\t\t\n\t\t<div class=\"wp-block-group testimonial-card__details-wrapper is-layout-flow wp-block-group-is-layout-flow\">\n\t\t\t\n\t\t\t<p class=\"testimonial-card__testimonial-text wp-block-paragraph\">Inclusion is about designing differently, not doing more. It pays off in every direction \u2013 from morale to margins.<\/p>\n\t\t\t\n\t\t<\/div>\n\t\t\n\t\t\n\t\t<div class=\"wp-block-group testimonial-card__author-details-wrapper is-nowrap is-layout-flex wp-container-core-group-is-layout-c7ebd8d6 wp-block-group-is-layout-flex\">\n\t\t\t\n\t\t\t<div class=\"wp-block-group testimonial-card__author-organization-details-wrapper is-layout-flow wp-block-group-is-layout-flow\">\n\t\t\t\t\n\t\t\t\t<p class=\"testimonial-card__author-title wp-block-paragraph\">Dorothea Jones<\/p>\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\n\t<\/div>\n\t\n<\/article>\n\n\n\n<p class=\"wp-block-paragraph\">The panel made one thing clear: it\u2019s not about fixing people, it\u2019s about fixing environments so more people can thrive.\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading is-style-heading-4\">\u2705 Try this:<\/h2>\n\n\n\n<ul class=\"wp-block-list is-style-list-dark\">\n<li>Make training personal \u2014 Let team members choose how and when they complete onboarding content.<\/li>\n\n<li>Normalise differences \u2014 Train managers to ask \u201cWhat do you need to do your best work?\u201d as part of onboarding.<\/li>\n\n<li>Use peer input \u2014 Involve neurodivergent team members in testing tools, resources or routines \u2013 they\u2019ll know what\u2019s working.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading is-style-heading-5\"><strong>Looking to get deeper into the topic? <\/br><\/br>Our Neurodiversity in Hospitality Guide can take you there.<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><a class=\"btn btn-themed\" href=\"https:\/\/mapal-os.com\/en\/motivating-employees\/neurodiversity-in-hospitality-eguide?utm_source=321130033&amp;utm_medium=posteventpost&amp;utm_campaign=UK_CROSSVERTICAL_HE_2025_Q2_SHINE2025CONTENT\">Get the guide<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading is-style-heading-4\">Small touches, big impact: how to elevate everyday service<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">This lively panel, hosted by <a href=\"https:\/\/www.linkedin.com\/in\/ash-millar\/\"><strong>Ash Millar<\/strong><\/a><strong> (Mapal)<\/strong>, spotlighted how small, intentional tweaks in your venue or service model can lead to major commercial gains, without big budgets.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.linkedin.com\/in\/edwardchristmas\/\"><strong>Ed Christmas<\/strong><\/a><strong> (<\/strong><a href=\"https:\/\/bumsonseats.org\"><strong>Bums on Seats<\/strong><\/a><strong>)<\/strong> brought the numbers: with smart system changes and upsell strategies, venues saw booking increases of over 300%, SPH improvements, and over half a million in new pre-booked sales across 50 locations. Ed stressed that success doesn\u2019t come from reinvention \u2013 it comes from refining the journey that already exists.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.linkedin.com\/in\/filipeborne\/\"><strong>Filipe Borne<\/strong><\/a><strong> (<\/strong><a href=\"https:\/\/www.luckyvoice.com\/\"><strong>Lucky Voice<\/strong><\/a><strong>)<\/strong> gave a creative perspective, sharing how Sunday-only kids parties allowed them to optimise staffing, personalise the experience and make measurement easier. He also highlighted how community-based brand partnerships (e.g. Maya Jama for Gordon\u2019s Pink AF Gin) helped attract new demographics and create moments worth sharing.\u00a0<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"2560\" height=\"1707\" src=\"https:\/\/mapal-os.com\/wp-content\/uploads\/sites\/9\/2026\/08\/634c03e1-3663-47a6-83e5-287dee0fff26.jpg\" alt=\"\" class=\"wp-image-2628\" srcset=\"https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/634c03e1-3663-47a6-83e5-287dee0fff26.jpg 2560w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/634c03e1-3663-47a6-83e5-287dee0fff26-300x200.jpg 300w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/634c03e1-3663-47a6-83e5-287dee0fff26-1024x683.jpg 1024w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/634c03e1-3663-47a6-83e5-287dee0fff26-768x512.jpg 768w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/634c03e1-3663-47a6-83e5-287dee0fff26-1536x1024.jpg 1536w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/634c03e1-3663-47a6-83e5-287dee0fff26-2048x1366.jpg 2048w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">The key message: you don\u2019t need flashy gimmicks, just the ability to notice guest cues, tweak your model, and train teams to act in the moment.<\/p>\n\n\n\n<article class=\"wp-block-mapal-testimonial-card testimonial-card swiper-slide wp-block-group\">\n\t\n\t<div class=\"wp-block-group testimonial-card__wrapper is-layout-flow wp-block-group-is-layout-flow\">\n\t\t\n\t\t<div class=\"wp-block-group testimonial-card__details-wrapper is-layout-flow wp-block-group-is-layout-flow\">\n\t\t\t\n\t\t\t<p class=\"testimonial-card__testimonial-text wp-block-paragraph\">Guest experience starts well before the first interaction \u2013 it begins with how you design the journey.<\/p>\n\t\t\t\n\t\t<\/div>\n\t\t\n\t\t\n\t\t<div class=\"wp-block-group testimonial-card__author-details-wrapper is-nowrap is-layout-flex wp-container-core-group-is-layout-c7ebd8d6 wp-block-group-is-layout-flex\">\n\t\t\t\n\t\t\t<div class=\"wp-block-group testimonial-card__author-organization-details-wrapper is-layout-flow wp-block-group-is-layout-flow\">\n\t\t\t\t\n\t\t\t\t<p class=\"testimonial-card__author-title wp-block-paragraph\">Filipe Borne<\/p>\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\n\t<\/div>\n\t\n<\/article>\n\n\n\n<h2 class=\"wp-block-heading is-style-heading-4\">\u2705 Try this:<\/h2>\n\n\n\n<ul class=\"wp-block-list is-style-list-dark\">\n<li>Audit what already exists \u2014 Map your customer journey from discovery to post-visit and identify where you\u2019re leaking value.<\/li>\n\n<li>Test low-cost tweaks \u2014 Use pre-booking offers, local brand collabs or in-venue micro-events to pilot new ideas.<\/li>\n\n<li>Upskill for personalisation \u2014 Train your team to look for guest cues (like special occasions or returning visitors) and take action.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading is-style-heading-4\">Talk the walk: building culture through communication<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Hosted by <a href=\"https:\/\/www.linkedin.com\/in\/patrick-howley-26024a1a0\/\"><strong>Paddy Howley<\/strong><\/a><strong> (<\/strong><a href=\"https:\/\/www.soletstalk.co\"><strong>So Let\u2019s Talk<\/strong><\/a><strong>)<\/strong>, this session tackled a critical, yet often overlooked, area of hospitality leadership: how we communicate.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Paddy opened with a personal story about how poor communication derailed trust in one of his own past teams, setting the tone for a conversation full of honesty and practical insight.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.linkedin.com\/in\/rebecca-irving-456a60139\/\"><strong>Becky Irving<\/strong><\/a><strong> (<\/strong><a href=\"https:\/\/www.loungers.co.uk\"><strong>Loungers<\/strong><\/a><strong>)<\/strong> shared how Loungers built a weekly rhythm of internal communications that\u2019s trusted by teams across the country. From structured content planning to smart message timing, they\u2019ve learned that consistency isn\u2019t just nice to have \u2013 it\u2019s foundational for trust.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.linkedin.com\/in\/ashtonryan\/\"><strong>Ryan Ashton<\/strong><\/a><strong> (<\/strong><a href=\"https:\/\/www.constellation.co.uk\/\"><strong>Constellation<\/strong><\/a><strong>)<\/strong> brought in the importance of \u201cexplaining the why\u201d, and how sharing the reasoning behind decisions, not just the outcomes, builds understanding and reduces assumptions.\u00a0<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"2560\" height=\"1706\" src=\"https:\/\/mapal-os.com\/wp-content\/uploads\/sites\/9\/2026\/08\/161f31bb-5348-47de-a963-5966cdde8ec3.jpg\" alt=\"\" class=\"wp-image-2629\" srcset=\"https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/161f31bb-5348-47de-a963-5966cdde8ec3.jpg 2560w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/161f31bb-5348-47de-a963-5966cdde8ec3-300x200.jpg 300w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/161f31bb-5348-47de-a963-5966cdde8ec3-1024x682.jpg 1024w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/161f31bb-5348-47de-a963-5966cdde8ec3-768x512.jpg 768w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/161f31bb-5348-47de-a963-5966cdde8ec3-1536x1024.jpg 1536w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/161f31bb-5348-47de-a963-5966cdde8ec3-2048x1365.jpg 2048w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><\/figure>\n\n\n\n<article class=\"wp-block-mapal-testimonial-card testimonial-card swiper-slide wp-block-group\">\n\t\n\t<div class=\"wp-block-group testimonial-card__wrapper is-layout-flow wp-block-group-is-layout-flow\">\n\t\t\n\t\t<div class=\"wp-block-group testimonial-card__details-wrapper is-layout-flow wp-block-group-is-layout-flow\">\n\t\t\t\n\t\t\t<p class=\"testimonial-card__testimonial-text wp-block-paragraph\">Trust crumbles when communication is too polished or too distant. If it doesn\u2019t feel real, people won\u2019t buy into it \u2013 or each other.<\/p>\n\t\t\t\n\t\t<\/div>\n\t\t\n\t\t\n\t\t<div class=\"wp-block-group testimonial-card__author-details-wrapper is-nowrap is-layout-flex wp-container-core-group-is-layout-c7ebd8d6 wp-block-group-is-layout-flex\">\n\t\t\t\n\t\t\t<div class=\"wp-block-group testimonial-card__author-organization-details-wrapper is-layout-flow wp-block-group-is-layout-flow\">\n\t\t\t\t\n\t\t\t\t<p class=\"testimonial-card__author-title wp-block-paragraph\">Paddy Howley<\/p>\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\n\t<\/div>\n\t\n<\/article>\n\n\n\n<p class=\"wp-block-paragraph\">The panel addressed specific communication challenges unique to hospitality \u2013 including language barriers, neurodiverse learners and the front-of-house\/back-of-house divide. Their advice? Make it visual, keep it short, and above all, make it two-way.\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading is-style-heading-4\">\u2705 Try this:<\/h2>\n\n\n\n<ul class=\"wp-block-list is-style-list-dark\">\n<li>Weekly rhythm \u2014 Establish a consistent cadence for internal comms \u2013 even a simple Friday roundup can build trust.<\/li>\n\n<li>Keep it visual and human \u2014 Use imagery, audio or short video to bring messages to life for all learners.<\/li>\n\n<li>Bridge the FOH\/BOH divide \u2014 Start each shift with a shared touchpoint or cross-team briefing.<\/li>\n\n<li>Use Engagement tools \u2014 to invite real questions and feedback \u2013 and respond openly.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading is-style-heading-5\"><strong>We spoke with Paddy even more in a recent video highlighting the hidden cost to mental health in hospitality.<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><a class=\"btn btn-themed\" href=\"https:\/\/mapal-os.com\/en\/motivating-employees\/the-hidden-cost-of-hospitality-real-talk-real-change-report\">Hear more from Paddy<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading is-style-heading-4\">The great debate: turning data into action<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The closing keynote brought big ideas with immediate relevance. <a href=\"https:\/\/www.linkedin.com\/in\/aricaallen\/\"><strong>Arica Allen<\/strong><\/a> and <a href=\"https:\/\/www.linkedin.com\/in\/tevin-jones12\/\"><strong>Tevin Jones<\/strong><\/a> from <a href=\"https:\/\/www.sodexolive.com\"><strong>Sodexo Live!<\/strong><\/a> took us on a journey through what it means to be an \u201cexperience engineer\u201d \u2013 and why every operator should start treating data not as a burden, but as a tool for intentional design.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">They challenged the room to rethink traditional metrics like NPS or post-service surveys, arguing that <strong>we too often measure results, not root causes<\/strong>. Instead, we should be focusing on the employee experience \u2013 because that\u2019s where the guest experience starts.\u00a0<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"2560\" height=\"1706\" src=\"https:\/\/mapal-os.com\/wp-content\/uploads\/sites\/9\/2026\/08\/d0b1c3e5-d8da-4afd-bbe7-45481e83e604.jpg\" alt=\"\" class=\"wp-image-2630\" srcset=\"https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/d0b1c3e5-d8da-4afd-bbe7-45481e83e604.jpg 2560w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/d0b1c3e5-d8da-4afd-bbe7-45481e83e604-300x200.jpg 300w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/d0b1c3e5-d8da-4afd-bbe7-45481e83e604-1024x682.jpg 1024w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/d0b1c3e5-d8da-4afd-bbe7-45481e83e604-768x512.jpg 768w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/d0b1c3e5-d8da-4afd-bbe7-45481e83e604-1536x1024.jpg 1536w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/d0b1c3e5-d8da-4afd-bbe7-45481e83e604-2048x1365.jpg 2048w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">Using real case studies, Arica and Tevin showed how Sodexo Live! tracked early signs of disengagement through onboarding assessments, pulse surveys and even missed shifts \u2013 and then designed timely coaching and support to turn the trend around. The results? Reduced turnover, faster productivity and happier guests.<\/p>\n\n\n\n<article class=\"wp-block-mapal-testimonial-card testimonial-card swiper-slide wp-block-group\">\n\t\n\t<div class=\"wp-block-group testimonial-card__wrapper is-layout-flow wp-block-group-is-layout-flow\">\n\t\t\n\t\t<div class=\"wp-block-group testimonial-card__details-wrapper is-layout-flow wp-block-group-is-layout-flow\">\n\t\t\t\n\t\t\t<p class=\"testimonial-card__testimonial-text wp-block-paragraph\">If your data doesn\u2019t lead to action, it\u2019s just noise. Insight only matters when it changes something.<\/p>\n\t\t\t\n\t\t<\/div>\n\t\t\n\t\t\n\t\t<div class=\"wp-block-group testimonial-card__author-details-wrapper is-nowrap is-layout-flex wp-container-core-group-is-layout-c7ebd8d6 wp-block-group-is-layout-flex\">\n\t\t\t\n\t\t\t<div class=\"wp-block-group testimonial-card__author-organization-details-wrapper is-layout-flow wp-block-group-is-layout-flow\">\n\t\t\t\t\n\t\t\t\t<p class=\"testimonial-card__author-title wp-block-paragraph\">Arica Allen<\/p>\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\n\t<\/div>\n\t\n<\/article>\n\n\n\n<p class=\"wp-block-paragraph\">One of the most resonant ideas was the \u201cmoments that matter\u201d framework. From onboarding and first impressions to stress points, service recovery and exits \u2013 the team highlighted how each moment in the employee journey can be measured, improved and linked directly to guest outcomes.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">They also addressed a pain point many attendees could relate to: how to consolidate data from different systems. With LMS completions, engagement surveys, shift trends and operational performance often tracked separately, they argued for an integrated, behaviour-focused view.\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading is-style-heading-4\">\u2705 Try this:<\/h2>\n\n\n\n<ul class=\"wp-block-list is-style-list-dark\">\n<li>Map the moments that matter \u2014 Identify key stages of the team member journey (onboarding, first shift, feedback loops, burnout triggers) and decide what to measure at each one.<\/li>\n\n<li>Focus on lagging and leading indicators \u2014 Don\u2019t just track completions \u2013 track sentiment, time-to-productivity, or correlation with guest satisfaction.<\/li>\n\n<li>Make data visible to the right people \u2014 Managers can\u2019t take action on what they don\u2019t see \u2013 give them site-level insights and simple dashboards.<\/li>\n\n<li>Close the loop \u2014 Use data to design \u2013 not just report. What systems, training or support will make those metrics move?<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading is-style-heading-4\">A final thank you<\/h2>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"2560\" height=\"1707\" src=\"https:\/\/mapal-os.com\/wp-content\/uploads\/sites\/9\/2026\/08\/13628563-d451-4f48-bb35-1387a648cd62.jpg\" alt=\"\" class=\"wp-image-2631\" srcset=\"https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/13628563-d451-4f48-bb35-1387a648cd62.jpg 2560w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/13628563-d451-4f48-bb35-1387a648cd62-300x200.jpg 300w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/13628563-d451-4f48-bb35-1387a648cd62-1024x683.jpg 1024w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/13628563-d451-4f48-bb35-1387a648cd62-768x512.jpg 768w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/13628563-d451-4f48-bb35-1387a648cd62-1536x1024.jpg 1536w, https:\/\/mapal-os.com\/en\/wp-content\/uploads\/sites\/9\/2026\/08\/13628563-d451-4f48-bb35-1387a648cd62-2048x1366.jpg 2048w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">To every speaker, panellist, participant, and guest, <strong>thank you for making Shine 2025 such an energising, thoughtful and inspiring afternoon<\/strong>. From practical tools to bold ideas, we saw what hospitality can achieve when people are at the heart of the strategy.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">We\u2019re proud to be part of this people-first community. And we\u2019re already planning what\u2019s next.\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading is-style-heading-4\">Want to join us next time?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Shine is more than a summit, it\u2019s a movement.\u00a0<br><br>Sign up to stay connected and be first in line for our next event, new resources, and speaker announcements.\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading is-style-heading-4\">Need help applying these ideas?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">From scalable onboarding to inclusive learning and smarter team comms, Mapal\u2019s people-first tools are built for hospitality operators who want to do things differently \u2013 and better.\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a class=\"btn btn-themed\" href=\"https:\/\/www.linkedin.com\/company\/mapal-group-uk\/\">Follow Mapal on LinkedIn<\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a class=\"btn btn-themed\" href=\"https:\/\/mapal-os.com\/en\/company\/contact-us-at-mapal-os?utm_source=321130033&amp;utm_medium=posteventpost&amp;utm_campaign=UK_CROSSVERTICAL_HE_2025_Q2_SHINE2025CONTENT\">Talk to us about your people strategy<\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a class=\"btn btn-themed\" href=\"https:\/\/mapal-os.com\/en\/solutions\/culture-suite?utm_source=321130033&amp;utm_medium=posteventpost&amp;utm_campaign=UK_CROSSVERTICAL_HE_2025_Q2_SHINE2025CONTENT\">Explore the Culture Suite<\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a class=\"btn btn-themed\" href=\"https:\/\/mapal-os.com\/en\/request-a-demo?utm_source=321130033&amp;utm_medium=posteventpost&amp;utm_campaign=UK_CROSSVERTICAL_HE_2025_Q2_SHINE2025CONTENT\">Book a conversation with our team<\/a><\/p>\n\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t<\/div>\n\t\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>Discover the top takeaways from Mapal OS&#8217;s Shine People &#038; Culture Summit 2025, where over 200 hospitality leaders shared strategies on scaling operations, embracing neurodiversity, and enhancing guest experiences.<\/p>\n","protected":false},"author":45,"featured_media":2633,"template":"resources","meta":{"resource_author_photo":{"attachment_id":0,"blog_id":0},"resource_webinar_contributors":[],"resource_whitepaper_contributors":[],"case_study_logo":0,"case_study_client_summary":"","resource_is_gated":false,"event_date":"","event_time":"","event_location_place":"","event_location_street":"","event_status":"","hubspot_form_id":"","download_cta_label":"Download","video_embed_url":"","_mapal_resource_is_blueprint":false,"_mapal_resource_blueprint_key":"","editor_notices":[],"footnotes":"","_mapal_market_applicability":[],"_mapal_localisation_intent":"","_mapal_localisation_intent_reason":"","_mapal_content_proposal_desired_slug":""},"resource_type":[14],"resource_tag":[],"resource_topic":[32],"resource_product":[43,44,40],"class_list":["post-2632","resource","type-resource","status-publish","has-post-thumbnail","hentry","resource_type-articles","resource_topic-operational-efficiency","resource_product-compliance","resource_product-engagement","resource_product-flow-learning"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.1 (Yoast SEO v28.1) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>The power of people in hospitality: What we took from Shine People &amp; Culture Summit 2025 | Hospitality Insights | Mapal UK<\/title>\n<meta name=\"description\" content=\"Discover the top takeaways from Mapal OS&#039;s Shine People &amp; Culture Summit 2025, where over 200 hospitality leaders shared strategies on scaling operations, embracing neurodiversity, and enhancing guest experiences. 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