Building Loyalty, Driving Revenue and Creating Experiences
INSIGHTS
2025 Hospitality Trends
On a cold Wednesday, in January over coffee with an experienced Founder and former bar and restaurant operator, our conversation unfolded about the shifts in hospitality and the lessons he’s carrying into his next concept, set to launch in Q2 of 2025. For him, this isn’t just another venture; it’s about doing things differently, armed with experience and a sharper understanding of what matters most in the industry today.
What struck me most wasn’t just his ambition but how clearly he understood the challenges. He talked about everything, declining footfall, shifting consumer priorities, the pressure to stay relevant in a world of endless competition.
He wasn’t pessimistic. He was laser-focused on the possibilities and that optimism inspired me to dig deeper into the trends shaping the future of the industry particularly when paired with data from reports like Zonal’s Go Technology Review 2024 and Diageo’s Distilled 2025. The numbers paint a compelling picture of where the industry is headed and our conversation unearthed the human insights that give the data meaning. Let’s dive into the story—and the lessons.
As we head into 2025, the hospitality industry is evolving to meet changing consumer expectations. Success lies in creating experience-driven spaces that captivate and connect, embracing wellness and sustainability and using technology to enhance not replace human connection. Metrics like “experience per square foot” are replacing traditional KPIs, with brands turning venues into social hubs and storytelling platforms. The future belongs to those who start small, think big and focus on building brand equity through unforgettable customer experiences.
TL;DR:
83% of conversations globally are centred around “one-night-only” experiences and immersive social spaces like hybrid venues and pop-ups.
The Experience Economy is Here to Stay
One key takeaway from our chat was the undeniable rise of the experience economy. As highlighted in the Diageo report, 83% of conversations globally are centred around “one-night-only” experiences and immersive social spaces like hybrid venues and pop-ups. This operator sees his new concept as more than just a dining space, it’s a destination. His goal? To create an environment that fosters genuine connection and lasting memories both inside and outside the location.
The takeaway for other hospitality brands? Forget cookie-cutter concepts. Consumers crave spaces that invite them to engage deeply and feel something real. It’s not just about serving food or drink anymore, it’s about delivering moments they can’t stop talking about both online and offline, offering news ways to connect and socialise. The Operators and brands that fuse technology with authentic human connection are winning big. From table-side AR menus to storytelling-driven branding, the hospitality industry is moving beyond transactions to create meaningful, immersive experiences.
66% of diners value personalised experiences
Wellness and Moderation as Priorities
Sustainability in hospitality is evolving into a broader narrative of wellness, mindfulness and self-care. Consumers are prioritising moderate drinking, with a growing demand for sophisticated low- and no-alcohol options that offer the same elevated experience as traditional cocktails. Wellness has become the new luxury, with brands integrating health-conscious menus, self-care-focused offerings and even spa-like elements into their spaces. Zebra stripping, a balance between indulgence and restraint, is shaping consumer behaviour, as guests seek health-forward choices alongside moments of indulgence. This extends to physical environments, with health-conscious design elements such as natural lighting, air purification and sensory-focused spaces becoming key differentiators. For brands and operators, the opportunity lies in creating holistic experiences that align with these priorities, blending sustainability, health and indulgence into offerings that not only drive revenue but also foster deeper, more meaningful connections with guests.
Technology isn’t just a tool, it’s a bridge to deeper engagement.
Technology That Strengthens, Not Distracts
Here’s a surprising stat: over half of consumers now expect venues to integrate some form of digital interaction, from QR codes to app-driven loyalty programs; here’s the kicker, technology isn’t about replacing human connection; it’s about enhancing it.
Brands that use tech to solve problems or create efficiencies are seeing higher customer satisfaction and stronger brand loyalty. Based on the report the key is balance, let technology take care of the practicalities while keeping the human element front and centre.
Community First, Transactions Second
One insight my coffee friend shared was particularly powerful, he said “The best venues don’t just sell food or drinks they build communities.” And he’s right. The brands thriving in 2025 are the ones turning their spaces into hubs for connection. Think of Starbucks Reserve stores, which offer more than just coffee they’re cultural destinations, hosting events and creating spaces for people to linger and engage.
Metrics like “sales per square foot” are giving way to new KPIs like “experience per square foot.” It’s no longer just about what you sell; it’s about how you make people feel. Measuring dwell time, customer loyalty, and brand advocacy will reveal far more about a venue’s success than traditional sales data.
It’s no longer just about what you sell; it’s about how you make people feel.
Start Small, Think Big.
For brands wondering where to begin, here’s the advice: start small but think big. Pilot immersive experiences in one or two locations. Borrow ideas from other industries whether it’s culture, hospitality, retail or visitor attractions and just experiment. The key is to focus on building brand equity and creating memorable moments that resonate deeply with your audience.
As we wrapped up our coffee date he shared one final thought: “The best marketing is the person who’s had an incredible experience and tells everyone about it.” That’s the heart of the matter. When your venue becomes more than just a space, when it becomes a story people want to share, you’ve already won.
Experiences That Last
We specialise in helping hospitality brands create spaces that captivate, connect, and convert. From strategy to interiors and branding, we’re your partner in designing the future of hospitality.
Let’s make 2025 your most impactful year yet. Get in touch today and let’s build something extraordinary together.
Sources & References
Diageo Identifies 2025 Socialising Trends in New Global Report
Key insights include trends like moderate drinking ('zebra striping'), unique experiences ('one night only'), and the integration of AI into daily life. These trends are shaping how brands should adapt to evolving consumer behaviours
Zonal GO Technology Report - Consumers and Hospitality 2024 in Review
This report highlights the importance of digital technology in shaping hospitality experiences, particularly how consumer expectations are changing with regards to convenience, personalisation, and sustainability