How Community Engagement Will Reshape the Hospitality Experience in 2026

If there’s one thing the past few years have shown us, it’s that people are craving connection more than ever. Even in bustling hospitality venues, it’s no longer enough to offer great food, entertainment, or ocean views. Guests want belonging. They want to feel seen. They want to be part of something greater than a table booking or a transaction.

This week’s conversation with Natalie Hawkins, Community Projects Manager at Cronulla RSL, revealed exactly why community engagement will redefine the hospitality experience in 2026 and beyond. Her stories show how micro-communities, meaningful rituals, and genuine local relationships will reshape what people expect from clubs and venues.

Community Is Becoming the New Value Proposition

Coming out of the Covid years, Natalie noticed a shift. Rather than large established charities being the main touchpoints, hundreds of small, informal “micro groups” began appearing across the Sutherland Shire. Running groups, walking groups, Lego clubs, swim collectives… all centred around connection first, activity second.

What they needed wasn’t money. They needed a home base. A place to gather and feel part of a community.

For Cronulla RSL, this marked a huge change. The club saw a 19 percent increase in bookings from these emerging groups in a single year. These weren’t traditional partnerships. They were grassroots communities wanting belonging over branding.

This shift will only accelerate in 2026 as loneliness continues to be recognised as a public health issue. Venues that understand this will outpace those that treat community as a marketing project rather than a human one.

Hospitality Venues Are Becoming Social Support Anchors

One of the most powerful insights Natalie shared was how clubs are increasingly acting as stabilisers for the community’s wellbeing. Staff at Cronulla RSL now know many members by name and notice when someone hasn’t been in for a few days. In several cases, this awareness has led to welfare checks and even lifesaving intervention.

In 2026, this level of care won’t be extraordinary. It will be expected. Hospitality venues will continue to play a vital role in:

• Reducing social isolation

• Providing safe, familiar gathering spaces

• Connecting people with local community groups

• Becoming a trusted social touchpoint for vulnerable residents

This is especially important for the six generations now walking through club doors every week. 

Expect More Purpose-Led Experiences

As Natalie explained, Cronulla RSL’s evolution extends well beyond food and beverage. Initiatives like the Service Recognition Card, War Animal Day, and support for retired military dogs emerged from deep listening to the defence community. These weren’t PR ideas. They were human needs uncovered through conversation.

These programs have reshaped how the defence community interacts with the club. What began with one military working dog, Maddock, has now become a powerful, ongoing support system benefiting veterans and the families caring for retired service dogs.

For 2026, hospitality venues that succeed will prioritise purpose-driven experiences including:

• Recognition programs for under-supported groups

• Partnerships built on lived experience

• Events co-created with local communities

• Storytelling that strengthens identity and pride

This is the new community-centric hospitality model. 

Micro-Communities Will Influence Programming and Space Design

One of the standout examples from Natalie was the rise of groups like the Lego Club or the swim collective at Bate Bay. They require little more than space, consistency, and acknowledgement. What they bring in return is loyalty, energy, and intergenerational engagement.

By 2026, these micro-groups will influence:

• Venue layouts

• Off-peak programming

• Low-cost activation strategies

• New models of membership and participation

Community needs will shape the evolution of clubs more directly than ever before.

Storytelling Will Become a Core Part of the Hospitality Experience

Cronulla RSL’s deep dive into its own heritage is another signal of what’s coming. Through projects like the Bonfield restaurant, named after decorated World War 2 veteran Beryl Bonfield, and the creation of an audio time capsule through podcasting, the club is actively preserving and sharing local identity.

In 2026, venues will increasingly weave local history, veteran stories, community achievements and intergenerational experiences into their physical spaces and customer journeys. Guests will choose venues that feel meaningful, not generic.

Watch or listen to the full conversation

https://youtu.be/8LGVjc9WNCg

https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast

Links & Resources Mentioned

• Connect with Cronulla RSL: www.instagram.com/cronullarslcommunity

• Cronulla RSL on YouTube: www.youtube.com/@CronullaRSLMemorialClub

• Service Recognition:  https://www.cronullarslcommunity.com.au/news/servicerecogntioncard

• Weight of War Run:  https://www.cronullarslcommunity.com.au/news/weightofwar25

• Trees of Hope: https://www.cronullarslcommunity.com.au/treesofhope

• War Animal Day: https://www.cronullarslcommunity.com.au/waranimalday

• War Dogs: https://www.cronullarslcommunity.com.au/wardogs

If you're ready to explore how community engagement can redefine your hospitality experience, bring people together, and create genuine local impact, now is the time to act.

Watch the full episode, join the conversation, or explore upcoming community events and programs. Your venue’s next chapter begins with connection.