People are the heart of hospitality - let’s look after them
In the fast-evolving world of hospitality, one thing remains constant - people.
From Michelin-starred chefs to kitchen porters, from brand ambassadors to brand founders - hospitality is, at its core, a people business. It’s people who create the experience, who keep the engine running, and who shape the stories customers take home. And if hospitality is about delivering exceptional experiences to customers, then it must begin with taking care of the people behind the scenes.
But in such a fast-paced, high-pressure environment, we often forget to check in on ourselves and those around us. We miss the signs. We miss the moments. We push through... until we can’t.
That’s where The Drinks Trust comes in.
As a UK charity committed to supporting the drinks and hospitality industry, The Drinks Trust plays a vital role in helping workers navigate the challenges that come with the territory. Their mission is simple but powerful: to create a more positive, equitable industry where people thrive - not just survive.
Recently, I had the privilege of joining the Wellbeing Champion training delivered by Andy Romero-Birkbeck and his team at We Are Wellbeing. The session was packed full of practical tools to help identify and support wellbeing - not just in ourselves, but also our colleagues. One of the key takeaways was the four pillars of wellbeing: Physical, Mental, Social, and Financial. These foundations affect how we show up, day in and day out. When we neglect them, performance suffers. When we nurture them, everyone benefits - both in terms of our teams and subsequently our customers.
Supporting your people doesn’t need to be complicated. It all starts with awareness:
Build rapport. Talk. Smile. Listen.
Get to know your team, and always keep an eye out for behavioural changes.
Create space for open, non-judgmental conversations - aim for 80% listening, 20% talking.
Know when to signpost support, whether that’s an Employee Assistance Programme or a check-in from a trusted colleague.
When we invest in our people, we invest in the quality of hospitality itself.
Nick Burston, CEO, The Drinks Trust
"At The Drinks Trust, our mission is to be a beacon of hope and inspiration for the drinks and hospitality industry, ensuring we can support everyone in their time of need.
Since joining the charity five years ago, I’ve witnessed firsthand the profound and tangible impact our work has on thousands of industry people every year. Many of our beneficiaries are facing immense challenges — from the threat of eviction to struggling to provide food for their children. Our support helps turn these situations around, making a real difference when it's needed most.
We are incredibly proud of the work we do, but none of it would be possible without the generosity of our Business Partners. Companies like NXUS Drinks play a vital role in enabling us to extend our reach and support even more industry colleagues in need. Your continued contributions are invaluable — thank you for your incredible support.”
Francesco Betti, Bar Manager, Hutong
“Thanks once again for the opportunity to take part in the Wellbeing Champion Course with The Drinks Trust, it very insightful and plenty of good and realistic examples that we, hospitality people could face on daily basis.
It was very informative and useful and opened doors for discussion on a matter that many times is so underestimated in our industry, and it was great to see how wide the topic could be. Thanks to the guidance of Andy, we deep dived into facts and example of our daily life as hospitality people and we could use that information with guests and even more importantly with our colleagues and team members to create a healthy and more open environment where everyone feels listened and safe.
Highly recommended for every one of the industries as the information given could help both sides, if you are facing a difficult time or recognise that somebody in your team is going through something, in the end of the day it is life and it is always good to be prepared.”
Andy Romero-Birkbeck, Founder, We Are Wellbeing
“It's been fantastic working with The Drinks Trust in recent years. Not only are they shaking up access to wellbeing resources within hospitality, but also paving the way for future industry specific help. I imagine that other industries will pay attention to the good work of The Drinks Trust and adopt a similar approach”
At NXUS Drinks, we’re proud to be part of that progress. We've committed to backing the wellbeing of our brand partners by sponsoring them access to the Wellbeing Champion training. We hope this partnership with The Drinks Trust will only grow, so we can help those working in hospitality feel as valued as the customers they serve.
Because in this business, it’s people all the way through.
