Pizza Pilgrims cracked the code.
They built "the very best place to work" in hospitality. The proof? Exceptional retention rates, glowing staff reviews, and crazy efficient onboarding.
And that's not luck. It's strategy.
In this article, you'll discover 9 practical culture hacks that transform teams into raving brand ambassadors.
By the end, you'll have a clear roadmap to build a workplace culture that makes your team excited for Mondays.
Let's jump in.
1. Hire for Attitude, Grow for Skills
Everyone chases the longest CV.
Pizza Pilgrims flipped the script. They hunt for heart over hard skills.
They even hire ex-convicts.
And hiring for heart first works.
Fun and Ambitious Beats Experienced but Cynical
Co-founder Thom Elliot nails it: "If you come into hospitality with the right attitude, you can be managing 30 people in a year."
Think about it.
Would you rather have someone with five years of experience who rolls their eyes at every customer request?
Or someone who lights up when they talk about creating amazing experiences?
Pizza Pilgrims chooses the latter every time. Their rapid internal promotion stories prove this approach delivers results.
The action step: Build interview questions around passion, positivity, and ambition. Ask about
- times they went above and beyond.
- what excites them about hospitality
- where do they see themselves growing
Experience teaches skills. Attitude creates culture.
2. Give Freedom Within a Framework
Great people need room to breathe.
Pizza Pilgrims mastered the balance between consistency and creativity.
Let Teams Own Their Patch
Their "freedom within a framework" philosophy lets staff make real decisions while upholding core brand values.
Picture this: Your brand standards stay rock-solid. But your Shoreditch location runs themed quiz nights while your Covent Garden team creates Instagram-worthy latte art competitions.
Same values. Different expressions.
The action step: Create crystal-clear brand standards everyone understands. Then step back and let teams personalize the guest experience within those boundaries.
Local managers should feel empowered to run special events, tweak service touches, or respond to their community's unique vibe.
This freedom breeds ownership. Ownership creates the kind of staff engagement customers can actually feel.
3. Obsess Over Quality (Inside and Out)
Quality isn't just about the product on the plate.
It's about the people serving it.
Protecting Culture Equals Protecting Quality
Pizza Pilgrims learned that protecting culture is just as crucial as protecting their legendary dough recipe.
Their mantra "protecting quality over everything" applies as fiercely to people as it does to pizza.
Every decision gets filtered through one simple question: "How does this help our people and our guests?"
This isn't feel-good philosophy. It's practical business sense.
When you invest in top-tier ingredients AND staff perks with equal passion, your team feels valued and your customers taste the difference.
The action step: Make "How does this help our people and guests?" your go-to filter for every policy, process, and investment.
Whether you choose new uniforms or plan staff schedules, this question keeps you focused on what actually matters.
4. Make Tech Your Culture Sidekick
Technology in hospitality often feels cold and impersonal.
Pizza Pilgrims cracked the code on using tech to actually strengthen human connections.
AI and HR Tech That Actually Connects
They implemented AI and HR technology that personalizes engagement and streamlines communication without losing the human touch.
When they moved from Workplace to All Gravy they reassessed their entire content stack, and 10x'ed the quality of it.
They also got the wildest adoption, getting 98% of their staff on All Gravy within days.
When technology serves culture rather than replacing it, people actually embrace it.
Their approach focuses on using tech for instant feedback, recognition systems, and seamless onboarding experiences rather than just administrative busy work.
The action step: Deploy technology that amplifies human connection, not admin efficiency. Use platforms for real-time recognition, peer-to-peer feedback, and creating digital spaces where your team can celebrate wins together.
Technology should make your culture stronger, not more sterile.
5. Incentivize Like You Mean It
Money talks.
But it's not the only language your team speaks.
(Especially not Gen Z..)
Read more: Understanding Generation Z: The Key to Employee Engagement and a Thriving Workplace Culture
Go Beyond the Payslip
Staff consistently highlight "good incentives and tips" and "room for progression" in their reviews. But the magic happens in how these rewards are structured.
It's not just about the amount. It's about the variety and meaning behind each recognition.
Think cash bonuses for hitting targets. Public recognition for going above and beyond. Experience-based rewards like team trips or exclusive training opportunities.
Each type of incentive hits different motivational triggers and shows your team that you see their value in multiple ways.
The action step: Layer your reward strategy. Combine immediate cash recognition, meaningful career progression opportunities, and memorable experiences that create lasting positive associations with your workplace.
When people feel valued in multiple ways, they naturally want to share that feeling with others.
6. Celebrate the Wins (Big and Small)
Culture isn't built in boardrooms or policy documents.
It's built in the moments between the moments.
Culture Is Built in the Moments
From spontaneous "staff party" shoutouts to surprise treats after tough shifts, celebrations aren't afterthoughts at Pizza Pilgrims. They're woven into the operational fabric.
Team members regularly mention these moments in their reviews because they create genuine emotional connections to the workplace.
The beauty lies in the mix: big milestone celebrations alongside tiny daily acknowledgments.
A handwritten thank-you note carries as much weight as the annual awards ceremony when it comes from the heart.
The action step: Make celebration rituals part of your standard procedures, not optional extras. Schedule regular team shout-outs, budget for surprise treats, and create systems for recognizing mini-milestones before they get forgotten.
These celebrations create belonging. Belonging creates the foundation for truly inclusive workplaces.
7. Prioritize Belonging and No Discrimination
Creating a workplace where everyone genuinely feels welcome isn't just good ethics.
It's smart business.
A Place Where Everyone Feels Welcome
Staff reviews consistently highlight "no discrimination" and "fun working culture" as standout features. But this doesn't happen by accident.
It requires active effort, open communication channels, and swift action when issues arise.
The approach combines proactive inclusion with reactive problem-solving. Regular anonymous surveys give everyone a voice, while open-door policies ensure concerns get addressed quickly and fairly.
The action step: Run monthly pulse surveys, establish multiple feedback channels, and most importantly, act visibly on the insights you receive.
When people see their feedback creating positive change, they trust the process and engage more deeply.
Trust and belonging create the foundation for sustainable growth.
8. Structure for Growth Without Losing Soul
The hospitality graveyard is full of brands that lost their culture while chasing growth.
Pizza Pilgrims cracked the code on scaling their soul alongside their store count.
Scaling Culture, Not Just Stores
As they expanded across London and beyond, Pizza Pilgrims "reconnected their team, strengthened culture, and navigated unprecedented challenges" by doubling down on the human elements that made them special in the first place.
The secret sauce involves treating cultural onboarding with the same rigor as operational training.
New locations don't just learn procedures. They absorb values, stories, and the unwritten rules that make Pizza Pilgrims feel like Pizza Pilgrims.
The action step: As you grow, increase your focus on onboarding rituals, cultural immersion programs, and multi-site manager development.
Every new location should feel like home to existing team members and newcomers alike.
(Tip: Use digital solutions to support that scaling of culture.)
9. Listen, Learn, Adapt (Always)
Culture isn't a destination you reach.
It's a living, breathing system that needs constant attention and adjustment.
Culture Is Never "Set and Forget"
Pizza Pilgrims treats culture development like they treat their dough: with daily care and continuous refinement.
They spend significant time on quality and people engagement, then add structure and support as they grow. But they never assume they've got it figured out.
Regular check-ins, pulse surveys, and policy adaptations based on real feedback keep their culture fresh and relevant.
Monthly team huddles aren't just information sessions. They're culture laboratories where teams discuss what's working, what needs tweaking, and what new challenges require creative solutions.
The action step: Establish regular feedback rhythms, act on insights quickly, and communicate changes transparently.
When your team sees that their input shapes their workplace, they become invested in its success.
Make Every Shift a Slice of Joy
Building legendary workplace culture isn't magic.
It's a series of smart, consistent, people-first strategies that you can absolutely implement starting today.
Pizza Pilgrims proved that obsessing over your team's experience creates the kind of authentic enthusiasm that customers can taste.
Ready to bake a better workplace?
Pick one of these Pizza Pilgrims hacks this week. Test it out with your team. Watch the smiles multiply.
It's probably nothing you didn't know already, but then why haven't you started implementing? :)
Culture change happens one shift at a time, one conversation at a time, one celebration at a time.
Your team deserves to love Mondays as much as they love payday.
Now you know exactly how to make that happen.
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