Our Top Takeaways #02

A great brand experience in hospitality is shaped by key elements: place, space, service and story. These components work together to create a memorable atmosphere that aligns with a venue’s identity and values. The place sets the stage, making guests feel welcomed and anticipating what’s to come; the space enhances the mood and reflects the brand’s personality through design; and the service creates the human connection, adding warmth and authenticity. The brand story should weave its narrative through these elements and ground why the restaurant exists and how it wants guests to feel. When these elements harmonise, they deliver a cohesive, immersive experience that leaves a lasting impression. We believe great brand experiences should be remembered, revisited and recommended. We pick our favourite experiences from recent visits:

Kate: Jolene

Rooted in a philosophy that real food, grown meaningfully and ethically, brings us together, Jolene showcases the impact of authentic storytelling in building a successful consumer brand. A fun aspect of this brand is the hand-drawn logo by the Creative Director’s son and its earthy colour palette with a surprising pop of violet. This sincerity runs through every touchpoint, from the baked goods to the relaxed tone of the café, creating a sense of community and understated joy. Jolene proves that when a hospitality brand embraces an honest, human narrative, it builds emotional resonance that lasts long after the last sip of coffee.

Sara: Mercato Mayfair

Mercato Mayfair shows how space can become a brand’s most powerful asset. Set inside the Grade I-listed St Mark’s Church, it transforms a historic landmark into a vibrant, communal food hall. Architectural grandeur with arched ceilings, stained-glass windows and dramatic verticality meets the bustle of global street food, creating a dynamic tension that makes the environment unforgettable. Wayfinding, playful graphics and seasonal touches like the Mercato Mail postbox add personality without overshadowing the building’s character. This demonstrates how thoughtful spatial design can honour heritage while injecting new energy, turning the venue itself into a defining part of the experience.

Tom: Duck & Waffle

Duck & Waffle demonstrates how service can create a memorable experience. Even with a strict 90-minute dining window, the team delivers hospitality that feels warm and unrushed. Staff strike the perfect balance between attentive and relaxed, offering solutions, such as moving guests to the bar for dessert, rather than enforcing rules. This approach turns structure into charm, proving that human service strengthens trust and elevates the dining experience into something genuinely memorable.

A great brand experience in hospitality is built through the seamless integration of place, space, service and brand story, each reinforcing the others to create a cohesive, memorable experience. When these elements align thoughtfully, they not only enhance the guest journey but also establish a deeper emotional connection with the brand.