Why Inclusion and Development Matter for Pubs in 2025
Running a pub in 2025 is about more than pouring pints and booking DJs. Landlords face rising costs, fierce competition, and staff shortages. Success now depends on people: attracting them, keeping them, and helping them thrive.
That’s why diversity in the workplace and personal development are no longer “extras” — they’re business essentials. At Teal Farm Pub in Washington, Tyne and Wear, we’ve seen how embracing diversity, supporting staff development, and creating an inclusive culture pays off in stronger teams, happier customers, and better performance.
This post explores how pubs can map these ideas into daily practice, with real examples from our own operations at Teal Farm.
Teal Farm Pub: A Snapshot
- Established: 2015 (9 years).
- Affiliation: Part of Marston’s Pub Company, under a Retail Management Agreement.
- Location: Washington, Tyne and Wear (population: 51,318).
- Staff: 17 employees (bar, kitchen, floor, supervisor).
- Customer Base: Very mixed — young adults, middle-aged professionals, and older locals.
As a manager, I balance Marston’s standards with local needs. We don’t control everything (limited menu and drink choices, strict budgets), but we’ve found ways to focus on people management as our unique edge.
👉 Image Prompt (Landscape): “Photorealistic image of Teal Farm Pub exterior at sunset, locals gathered outside with drinks, welcoming community feel.”
Diversity in the Pub Workplace
The hospitality industry attracts staff from many backgrounds. At Teal Farm, our team includes people from the UK, India, and the Philippines, alongside a wide age range. This diversity brings fresh ideas and energy — but also challenges.
We’ve faced differences in communication styles, cultural expectations about time and hierarchy, and occasional misunderstandings. Rather than avoiding these, we’ve tackled them head-on by promoting openness and respect.
Under Marston’s “Come As You Are” DE&I strategy (2023), we’ve aligned our pub with their push for inclusivity. This means blind recruitment where possible, a clear zero-tolerance stance on discrimination, and a workplace culture where everyone is expected to treat colleagues and customers with dignity.
The result? Staff turnover is lower, morale is stronger, and customers feel the benefit of a warmer, more inclusive atmosphere.
Case Study: A Lesson in Cultural Miscommunication
One evening, Raj — a new bartender from India — suggested a cocktail using traditional Indian flavours. The supervisor dismissed the idea, worried it would “confuse regulars.” Raj felt undervalued and stopped sharing ideas.
This was a classic diversity failure. The issue wasn’t the cocktail — it was the lack of active listening. By failing to value Raj’s contribution, we risked losing both morale and innovation.
We corrected course. The following week, we trialled Raj’s cocktail as a special. Customers loved it, and it gave the team a real boost. Most importantly, it showed that diverse perspectives drive creativity and growth when given the chance.
This experience reminded us of the importance of:
- Active listening — all staff ideas get a fair hearing.
- Inclusive decision-making — even small trials can validate contributions.
- Recognition — staff feel motivated when their input is valued.
Personal Development Plans (PDPs) at Teal Farm
A Personal Development Plan (PDP) is a structured way to set goals, record progress, and encourage growth. At Teal Farm, we’ve introduced PDPs for staff to help them see their roles as stepping stones to bigger futures.
Examples:
- A bartender wanted to learn social media marketing. We trained them to help run event promotions.
- A kitchen porter asked for more food prep experience. They now assist cooks on quieter shifts.
- A young floor staff member is shadowing supervisors to build leadership skills.
These PDPs build loyalty and motivation. Staff see that their growth matters. As the CIPD highlights, this kind of investment boosts both engagement and retention.
Continuous Professional Development (CPD) in Hospitality
PDPs set the goals — but CPD (Continuous Professional Development) keeps momentum going. At Teal Farm, CPD means tracking skills gained both formally (training courses) and informally (learning on the job).
We’ve focused on:
- Food Hygiene & Allergen Training: Essential for compliance and safety.
- Customer Service Refreshers: Handling complaints tactfully and creating memorable experiences.
- Event Marketing Skills: Using social media to boost quiz nights, live music, and themed events.
According to Statista, employees with access to CPD are 24% more likely to stay in their jobs. For pubs, where turnover is costly, this is critical.
Inclusion in Everyday Pub Management
Diversity and CPD only work when leadership is inclusive. At Teal Farm, I’ve focused on inclusive management practices:
- Regular team meetings where everyone can contribute.
- Flexibility in rotas to respect personal needs.
- Public recognition for staff achievements.
- Zero tolerance for harassment or exclusion.
A study reported in Psychology Today shows inclusive leaders improve team performance by up to 30%. In our context, that means quicker service, fewer disputes, and happier regulars.
Matching Services to Customers
Washington’s demographics shape our offerings. At Teal Farm we’ve mapped products and events to customer segments:
- Middle-Aged Professionals (30–50): Craft beers, hearty food, quiz nights.
- Young Adults (18–25): Affordable drinks, sharing platters, karaoke, DJ sets.
- Elderly Patrons (65+): Traditional ales, comfort food, gentle live music.
This mapping ensures diversity isn’t just internal — it’s customer-facing too. By recognising different groups, we meet varied needs and grow our customer base.
Why Diversity Policies Matter for Pubs
Our diversity policy isn’t just paperwork. It’s a framework that:
- Attracts talent from wider backgrounds.
- Enhances our image in the community.
- Drives innovation through diverse perspectives.
- Builds staff loyalty and reduces turnover.
- Strengthens compliance under the Equality Act 2010.
For me personally, it aligns with what I believe: a pub should be a place where everyone feels welcome — staff and customers alike.
How SmartPubTools Supports Inclusive Management
While policies and good intentions are vital, landlords also need tools. This is where SmartPubTools makes a difference.
With SmartPubTools, pubs can:
- Track staff PDPs and CPD progress.
- Run inclusive marketing campaigns.
- Monitor customer feedback across demographics.
- Save time on admin to focus on building culture.
Inclusion is not just about attitude — it’s about systems that make inclusivity practical and measurable.
Conclusion: The Future Belongs to Inclusive Pubs
Teal Farm’s journey shows that diversity, PDPs, and CPD aren’t just HR jargon — they’re real drivers of pub success. From Raj’s cocktail idea to staff progressing into leadership, inclusion has strengthened our team and our trade.
The pubs that thrive in 2025 will be those that make inclusion and development central to their strategy. For landlords, the question isn’t whether you can afford to do it — it’s whether you can afford not to.
👉 Take the next step: explore SmartPubTools