Hospitality has always meant more to us than food, drink and service. It is one of the few industries that carries real emotion. The pub where families reconnect. The restaurant where couples celebrate milestones. The hotel where memories are made that stay with people for life. When hospitality is at its best, it creates moments that matter.

Our background has been rooted in those moments for more than fifteen years. We have worked across the industry at every level, from front of house in Michelin starred dining to leading teams and advising multi site operators on their performance, operations and technology. We have seen first hand how incredible hospitality can be when everything works and how easily a venue can struggle when the right support is not in place.

Haines Hospitality exists because we believe independent venues deserve the same level of support, insight and structure as the biggest brands in the business. They deserve guidance grounded in real experience, not theory.

Our passion for supporting operators was shaped by a defining moment. Jack had travelled a long way to meet his nan, aunty and sister at a newly reopened pub. It had been a long time since they were all together and he wanted the evening to feel warm and memorable. Instead, the night slowly fell apart. The booking was misplaced. Half the menu was unavailable. Drinks were delayed and incorrect. Service was disjointed and slow. When they finally went to pay, the team told us the bill had been lost and believed another table had paid for our entire meal by mistake.

But the true disappointment was not the errors. It was what the evening could have been. Instead of catching up, celebrating and reconnecting, the whole conversation became focused on what was going wrong around them. The moment was lost. Jack’s sister, who lives across the road from the venue, said she would never return. That is how quickly a guest can become lost revenue.

Because of his background, he could see exactly what was happening behind the scenes. Not because the team did not care, but because they were unsupported. There was no structure, no system clarity, no ownership of the guest journey, no guidance and no confidence in the tools they were using.

The potential was there.

The execution was not.

That night reinforced something he already believed deeply.

Operational gaps are not small issues.

They affect memories, relationships, loyalty and the long term success of a venue.

He created Haines Hospitality to change that.

Today, we work with independent pubs, restaurants and hotels to improve their operations, elevate their guest experience and strengthen the financial and cultural foundations of their business. We help them tighten service flow, improve team performance, reduce waste, refine their menu profitability and build a tech stack that actually supports their operation.

Our approach is warm, human and partnership centered. We bring practical insight, deep industry understanding and a calm confidence that comes from years of real experience. We do not take over or dictate. We guide. We support. We care about the venue with the same pride the owner does.

Independent hospitality deserves to thrive.

We are here to help make that happen.