Softwarethat holds ona Friday night.
I spent eight years on the hospitality floor, from Michelin service to running three venues. Then I crossed the table. Today I lead product across AI, menus, insights, loyalty and inventory for a group of six point-of-sale brands.
01
The readout
Every figure traced. Nothing rounded up.
199
organisations
Customer organisations using the AI agent in its first tracked month
292 users, 788 sessions. Production telemetry, 12 Aug to 14 Sep 2026.
25×
estate
Loyalty estate growth, from under 10 bespoke apps to 250+ instances
Same product, rebuilt as configurable multi-tenant SaaS.
<1
week
Loyalty app delivery, discovery to live in the stores. It used to take weeks
Staged over roughly twelve months without dropping a commitment.
60+
sites
POS, stock and financial control rolled out across one pub group
As the implementer, three years before joining the vendor.
02
The Friday Night Test
The only rule I build by
Most hospitality software is specified by people who have never worked a Friday night.
You can tell.
It demos beautifully, then meets 8pm: a queue out the door, a jammed printer, someone off sick, and a venue manager who does not care what the roadmap said.
I learned that the hard way, running operations across three venues turning over £3.5m. Every improvement had to hold at 8pm on a Saturday or it was not an improvement. I have built software the same way since.
If it does not hold under pressure, it is not finished.
** FRIDAY SERVICE **
TKT #0840 COVERS 212
SERVER: THE ROADMAP
- 19:40Table of 12 walks in. No booking.
- 19:41Kitchen printer jams, mid-docket.
- 19:44Two staff off sick. Nobody told the roster.
- 19:47Card terminal drops to offline.
- 19:52Queue out the door. Manager on the pass.
DOES YOUR FEATURE STILL WORK?
[ ] YES[ ] NOT FINISHED
-- THANK YOU --
03
Selected work
Written as decision records
- 01AI, from a trade-show demo to productionAn agent that writes to a live till199Customer organisations in the first tracked month2025 — nowIn production
- 02Loyalty, rebuilt as configurable SaaSFrom bespoke builds to a product25×Estate growth, <10 to 250+ instances2021 — 2024Shipped
- 03Platform, one reporting layer for six productsThe foundation under the data strategy6Point-of-sale products, one reporting foundation2024 — nowIn flight
- 04Strategy, a post-mortem and a new cascadeRebuilding how a company sets goalsQ1Ahead of the prior year, one quarter inFY27Adopted
04
Playground
Things I build on my own time
Don't read about it. Play with it.
Senior product people mostly show opinions. These are things I built and left up for anyone to use, with how they work, the decisions behind them, and a guide to build your own.
Flagship
The Council
Put a decision in front of four hospitality operators and a chair. Get a verdict you can forward.
05
Writing
What breaks when the room is full
06
Now
Updated September 2026
At work
Making an AI agent safe enough to leave running on a Friday night, and bringing six products onto one cloud platform without breaking what venues already depend on.
On my own time
Building the Council in public: a panel of hospitality operators that fails bad ideas before a real venue has to.
Writing
A series on what breaks in hospitality software when the room is full. First round is on me.