Natalie Dunning - The New Rules of Guest Discovery in Hospitality

The guest journey doesn’t start at the door anymore.

It starts long before that.

In this episode of Captive Conversations, Adam Forman sits down with Natalie Dunning, CEO and Founder of Kitch, to unpack how hospitality is changing and why brands need to rethink how they attract, understand and retain their guests.

From data and CRM to TikTok, discoverability and automation, Natalie shares a clear view of where the industry is heading. This is a conversation built on real experience, from growing up around restaurants to building a business focused on helping hospitality brands connect the dots between marketing, operations and guest behaviour.

What stands out is how much has shifted.

Guests are discovering brands in completely different ways. Loyalty is no longer just about points. And the brands that are winning are the ones thinking more like ecommerce, building relationships before a guest even walks through the door.

This episode is a reminder that hospitality is still about people.

But understanding those people now starts much earlier.

#hospitality #guestexperience #marketing #crm #restaurants #data #captiveconversations