Happy, friendly, fun, cheerful – definitely words you want associated with your business. Sometimes you've chosen well with staff who smile and share their enjoyment of life. Other times we need to remind them – hopefully their efficiency makes up for the occasional gloomy look.

For many, it's been a challenging year, and your job has been to keep smiling, creating warmth and hospitality for customers. There are many ways to 'build in the happiness’ so it doesn't depend on having a comedian at the bar. Ken Burgin goes through his Top 20 list of how to make sure your business is a genuine place of hospitality, 365 days of the year.