Soaring highs, nail-biting lows: working in hospitality is one of the best jobs in the world but also one of the most pressurised – and never more so than today.

In this eight-part series for BBC Two and iPlayer, Tom Kerridge lifts the lid on an industry we all think we know but few really do, taking us behind the closed doors of some of the UK’s most interesting businesses (including his own) at a pivotal point in their journey, to reveal what goes into delivering the perfect customer experience.

He meets passionate, visionary, obsessive characters, and uncovers the secrets to their success as well as the challenges they face. Tom celebrates their skill and creativity, offering hard-earned advice when needed, as well as taking onboard a few lessons himself.

From pubs and cafes to restaurants and hotels, wedding venues and caterers to pop-up food stalls and festivals – this is the hidden story of the UK hospitality industry; how it works, how it’s evolving, and how to survive and thrive in it.

First transmitted July 2023 on BBC TWO and iPlayer.