KFC & Caviar: The Hospitality World is Splitting in Two – Here’s Why Property Maintenance Matters More Than Ever

The UK hospitality industry is being pulled in two very different directions – and it’s reshaping everything from customer expectations to how we think about property maintenance.

On one hand, consumers increasingly want speed and convenience. Quick-service formats, “digital-first customer journeys,” and minimal human interaction are becoming the norm. Giants like McDonald's and Wetherspoons are leading the charge with technologies like QR code menus, app-based ordering, and self-service kiosks. Add in post-pandemic trends like self-seating and reduced table service, and the customer’s connection with staff has dwindled to a minimum.

But here’s the catch: while customers may not interact much with staff, they’re still interacting with your venue. This means the condition of your property now plays an outsized role in shaping their experience. Staff can no longer compensate for issues; the venue itself must carry the weight. And if the property isn’t pristine, customer perceptions can tank—fast.

Meanwhile, at the other end of the spectrum, consumers are flocking to experiences worth sharing, both online and offline. This has driven a surge in experiential and immersive venues, from bougie high-end dining and elegant afternoon teas to quirky concepts like Alcotraz, Karen’s Diner, and Dans Le Noir. The unifying thread? The experience itself is just as important as the meal.

But these experiences are fragile. A single small issue—a broken light, a scuffed wall, or a hastily repaired fitting—can shatter the immersive illusion. I remember visiting a luxury speakeasy-style bar in London. Everything was perfect—until we were seated next to the service hatch, where every swing of the door exposed the glaringly bright kitchen and ruined the atmosphere. Friends have shared similar stories: the tiniest detail—a modern replacement in a historic venue or the smell of a backed-up drain—can break the magic.

So, what does this mean for property maintenance?

With your venue’s condition playing a critical role in both fast-service and immersive experience settings, maintenance teams need to evolve to meet these new challenges.

🔧 Fast – Swift, reactive maintenance is no longer optional. In fast-service venues, there’s little staff interaction to smooth over a maintenance issue. Even small problems can derail the customer experience.

🔍 Detailed – In experiential venues, attention to detail is everything. Both Planned and Reactive Maintenance must be meticulous and sensitive to the surroundings. Victorian chic isn’t so chic when paired with modern UPVC windows or poorly hidden plumbing issues.

🛠️ Low Impact – 24/7 maintenance is a must in today’s stretched-margin environment. Ideally, repairs happen outside business hours. If not, they must be discreet, professional, and low impact. After all, nobody wants to see a scruffy builder wandering through a premium dining space—or a battered van parked out front.

At AM Planned Maintenance, we specialise in property maintenance solutions that are fast, low impact, and highly detailed—delivered 24/7. Our professional engineers understand the unique demands of the hospitality industry, with hands-on experience in everything from high-end hotels and fine dining establishments to grade-listed country pubs and cutting-edge fast-food venues.

Whether you’re serving KFC or caviar, your property is part of the customer experience. In this fast-moving, split-market world, maintaining that experience has never been more critical.