Des McLaughlin asks what kind of ‘class’ act we’re delivering in hospitality The UK was famously referred to as nation of shopkeepers by Napoleon. More than 200 years later our nation continues to be built and internationally known for providing a wide range of services from finance, to consultancy, education, medicine and tourism. And, yet, despite Britain having built a reputation for world-class service, I’m not convinced the hospitality industry is very good at it.