Hotel Magazine April 2023

APRIL 2023

Paving the way this month is our extensive Spa and Wellness feature. With consumers more health-conscious than ever, we look at how offering spa and wellness facilities could help see a rise in overnight stay bookings. Making up the edit, we include a guest column from Global Vice President of Wellbeing at Accor, Emlyn Brown, touching on details he spoke about at a Peloton Commercial event for hoteliers, mentioning the fact that wellness offers no longer mean a standard gym or spa. Two unmissable spa-focused Venue Profiles from Cotswold House and Down Hall showcase how to make the most of your wellbeing features, using them as a marketing tool in themselves.

Making up the latter half of the issue is one of my favourite topics… as a self-acclaimed ‘foodie’; I thoroughly enjoyed working on this section which looks at how to make your in-hotel food and beverage offerings an ‘experience’. With tasting menus growing in popularity and more consumers enjoying the presence of a sommelier at their meal, we explore all the avenues you can take to provide an unforgettable stay.

These unique pieces for April go hand-in-hand with our regular feature including Hotel of the Month, Hotels Around the World and the highly-anticipated guest column from UKHospitality.

We hope you enjoy reading the magazine as much as we loved working on it.

CONTENTS

9 SPA AND WELLNESS

As the wellness economy skyrockets, we explore how to elevate your Spa and Wellness facilities to increase overnight stay bookings.

22 VENUE PROFILE

We explore the historic property of Down Hall in an exclusive spa-focused Venue Profile this month.

24 GUEST COLUMN

Emlyn Brown, Global VP of Wellbeing at Accor offers his expertise on the development of the wellness sector and how to elevate your hotel’s facilities to meet consumer demand.

31 FOOD

With competition only getting fiercer, we look at making your food and beverage offerings an experience to stand out and increase restaurant bookings.

46 HOTEL OF THE MONTH

Hotel Indigo Bath is a 166-bedroom boutique hotel in Bath City Centre. Featuring local charm throughout its design and perfectly reflecting the stunningly passionate social scene, the venue features as our Hotel of the Month.

50 A DAY IN THE LIFE OF A GENERAL MANAGER

A General Manager executes goals for the overall running of the hotel and makes sure everyone is performing correctly. Take inspiration from our exclusive feature which follows a key hotel figure for the day.

EDITOR

Jade Evans

jevans@cimltd.co.uk

EDITORIAL ASSISTANT

Brooke Tremain

bt@cimltd.co.uk

PUBLICATION MANAGER

Declan Wale

dec@cimltd.co.uk

Tel: 01795 509 112

ACCOUNT MANAGER

Jazmine Davis

jazmine@cimltd.co.uk

Tel: 01795 509 112

CREDIT FACILITIES MANAGER

Lauren Sharpe

creditcontrol@cimltd.co.uk

Tel: 01795 509 103

ADMINISTRATION MANAGER

Natalie Murray

admin@cimltd.co.uk

Tel: 01795 509 103

DESIGN AND PRODUCTION

Grant Waters grant@cimltd.co.uk

James Taylor

james@cimltd.co.uk

SALES DIRECTOR

Tom Woollin

tom@cimltd.co.uk

CHIEF EXECUTIVE

John Denning

Conscious choices

Saving resources and the environment: people are actively contributing to this goal with their behaviour. ADA Cosmetics has just introduced one of its most sustainable body care lines yet to support hotels and their guests in their efforts to protect the environment. The ‘Think, Act & Live Responsible’ collection is the first to simultaneously receive both the renowned Ecocert COSMOS Organic and the Nordic Swan Ecolabel.

“Content, packaging, message – the entire package makes Think, Act & Live Responsible a most notable collection that we are very proud of,” says Anja Fernandez, Director Global Brand Marketing at ADA. “It supports and encourages its users every day to effect a change in the world. Furthermore, hotels can proudly manifest their commitment to environmental protection.” ada-cosmetics.com

Adaptogenic coffee to elevate guest experience

London Nootropics adaptogenic coffee blends are designed to help you stay balanced and flow through your day. They give you all the benefits of regular coffee whilst minimising side-effects such as jitters, anxiety and a crash.

Lovingly made with the highest-quality medicinal mushroom extracts and other adaptogens, each blend is designed for a specific purpose - Flow for mental clarity and focus, Zen to alleviate stress & anxiety and Mojo for a natural boost! Mojo contains Cordyceps mushroom which is known to help our body clocks reset from jet lag/travel fatigue. They conveniently come in delicious single-serve sachets, perfect to help health-conscious guests have their most balanced and productive stay. londonnootropics.com

Caribbean drink brand named finalist in the Business Awards

Original Traditional Concoctions, most commonly known as OTC Beverages have been announced as finalists in the 2023 Business Awards. Out of 1000 entries, the organic drink company, loved by hotels across the UK has been selected. The drink company has climbed their way to the top with their flavoursome range which is a mix of traditional, organic, and natural flavours to create an authentic Caribbean taste. The healthy and refreshing drinks are also growing in popularity in hotels for their beneficial healing benefits. The OTC beverage company is proud of their achievement and are looking forward to further growth in the hospitality sector in the upcoming year. otcbeverages.com

SPA & WELLNESS

SPA-RKING WELLNESS

With consumers more health-conscious than ever, we look at how offering spa facilities could help see a rise in overnight stay bookings and how wellness goes further than the obvious sauna and steam room services.

Spa and wellness facilities have become increasingly popular in hotels as more travellers seek opportunities to relax, rejuvenate and take care of their wellbeing following the pandemic. These facilities can vary depending on your ethos as a venue, along with what you are trying to achieve.

At The Greenhouse Spa at The Elms, hotel guests and members can enjoy a range of treatments such as massages, facials, body wraps and scrubs, and can take part in a range of in-house classes such as yoga and meditation.

Sales and Marketing Manager at The Elms, Sasha Hatherley, explained how yoga and meditation have recently been incorporated into the venue’s class schedule: “We feel they can provide guests with a much needed mental and physical break from their everyday lives. Our fitness studio has floor to ceiling windows looking out over our manicured grounds, allowing the guest to reconnect with themselves and the environment, and resulting in a more meaningful and refreshing experience.”

With The Greenhouse Spa being inspired by the different countries around the world which the hotel’s owner has

visited, the wellness offering is certainly a memorable one. “The owner was left feeling passionate after experiencing elements of Zen across the globe, so much so that a botanical oasis was welcomed to the Worcestershire countryside to give guests a sense of escapism.”

Spa and wellness features can increase revenue in multiple ways, as you are presented with the opportunity to offer treatments and retail products. At The Greenhouse Spa, they chose to use TempleSpa due to it being a British brand with a Mediterranean influence, and guests can purchase all of the products from the spa directly.

Carden Park Hotel’s Spa Director, Emma Pridding, explained how having high-end wellness facilities gives guests the opportunity to truly rest when visiting the hotel.

To ensure their spa experience is inclusive for all, understanding that not everyone wants a full spa break or spa day, Carden Park offers morning and afternoon sessions as well as twilight.

“Our retail shop is stocked with products from our product houses, and we also create hampers for those who want to take away gifts. Our therapists are happy

“Spas are now considered a support to mainstream healthcare.”

to talk guests through the products they’ve used during treatments so they can carry on the treatment at home, and we also recently launched our own amenities in the shape of a reed diffuser, body wash, shampoo conditioner, hand wash and lotion. These are perfect for extending the spa experience at home.” Emma added.

In order to ensure the treatments and spa features appeal to most guests at Carden Park, Emma explained how the treatment menu is always evolving and is heavily curated according to emerging trends and the feedback they get from guests: “When we opened, we placed a focus on British brands within the spa, however, since opening, guests have been requesting for more resultdriven treatments which has led us to bring in new product houses that are recognised all over the world.

“We are proud to be able to offer experiences that we know are in demand, but also entirely unique to the Spa at Carden to give it that exclusivity.”

Director at Moddershall Oaks, Penny Weston, agrees that there has been a clear growth in wellness for years, certainly accelerating post-pandemic across both personal health and wellbeing and it’s clear that customers crave

offerings that balance their mind, body, and soul.

Penny revealed how herself and her team have always known that their spa offerings would support guests in understanding their own health and stress levels, but more recently, with people starting to explore the idea of what it means to be ‘healthy’ by exercising more, smoking less, reducing alcohol consumption and eating better, they are able to encourage guests to become aware of what their body and mind really needs, over everything else – enabling them to stand out as a venue.

Penny revealed that Moddershall Oaks wanted to ensure that their spa and hotel offer luxury wellbeing that feels exclusive and private, yet at an affordable price point: “Recognising that people may not wish to prioritise their own budget on a spa day or break, especially during the current cost of living climate, we have recently introduced two half-day packages for people to continue enjoying a slice of luxury at a purse-friendly price. We also have a retail shop on-site for those who wish to extend their wellbeing experience at home, or gift it to others who may not be in a place to visit the spa and experience it for themselves.”

Pg 10: Hoar Cross Hall Nordic Suite

Pg 14 left: Hoar Cross Hall

With simply offering spa and wellness features not being enough to boost bookings, it’s all in the marketing, and personalisation is the first step towards any successful strategy. Penny said: “We’ve always kept our customers at the centre of all marketing outreach. Firstly, our email marketing database is crucial to our success, and we have three main criteria for this: demographics (gender, age, income), psychographics (values, interests, needs) and behaviour (purchase and interaction history).”

It’s important to really know your audience, because the better you understand them, the better results and chance you have of optimising your conversion funnel. SEO also plays a huge role in marketing, from relevant keywords on your venue’s pages to user-friendly content, internal links and appealing URLs.

As the consumer is more aware of the health benefits spa and wellness can bring, so too should you be as a hotel manager. It’s clear that the demand is set to increase further and, for this reason, Helen Griffiths, Spa and Leisure Manager at The Royal Crescent Hotel and Spa, said: “Investment into this area of the business is a must for any five-star hotel wanting to stay relevant.”

In order to ensure their treatments and packages appeal to a broad range of consumers, Helen revealed that she looks closely at the trends each month, breakdown of the business mix and top treatments booked to make sure they

are offering the best products and treatments.

“Keeping up to date with our competitors is always a good reference point.” Helen finished.

At Titanic Spa, the spa journey has been well thought out to ensure the thermal journey is memorable and leaves guests feeling fully revitalised.

Warrick Burton, Managing Director at Titanic Hotel and Spa, said: “We’re best known for our Heat and Ice experience, which is in a circular layout and seamlessly guides guests to each facility, whether it’s an ice plunge pool or a steam room, to ensure they’re getting the most out of this wellness experience.”

Spa facilities have been proven to benefit physical, emotional and mental wellbeing, so adding them to a hotel can make a big difference to an overall trip.

However, Warrick revealed that wellness doesn’t just have to come from your spa offering: “A well-equipped gym can make a big difference to a customer’s experience, and good food also adds into the wellness experience. We use locally sourced, seasonal food to ensure we’re using ingredients of the highest quality, and details like this feed into the wellness journey.”

The spa and wellness facilities are a core part of every guest’s experience at Hoar Hall, with the aim of creating an oasis of bliss, the hotel’s experiences allow a perfect place for guests to relax and forget about the stresses of

“We also have a retail shop on-site for those who wish to extend their wellbeing experience at home.”

everyday life.

Spanning 85,000 square feet, Hoar Cross Hall is one of the largest spa’s in Europe and has an array of spa facilities aimed at guests who would like to relieve stress and to leave feeling relaxed.

Phil Murphy, Managing Director of Hoar Cross Hall Hotel & Spa, revealed that there are a number of physical and mental benefits available to guests at Hoar Cross Hall: “We have designed an extensive range of rooms and spaces that incorporate aspects of aromatherapy and hydrotherapy. The Salt Steam Room, for example, has been designed to aid respiratory problems by inhaling vapour, as well as releasing muscle tensions.

“Each spa facility has been designed with relaxation in mind, such as the Snooze Room. An area dedicated to catch forty winks on a heated waterbed, we hope to create an atmosphere of tranquil energy, to help guests switch off and unwind.” Added Phil.

Going above and beyond in terms of wellness, alongside the 40 treatment rooms at the Hall and a wide range of blissful spa treatments, the venue has recently introduced the all-new Parlour, hosting twelve stations for mani-pedis and several hairdressing stations - perfect for those looking for some extra pampering. This addition of an on-site beauty parlour opens up the venue to a wider range of guests, including locals who aren’t coming to stay.

Phil explained how the Spa Boutique is another of the venue’s most popular areas of the spa: “Here, we also host multiple workshops that our guests can attend and where they can receive a bespoke skin consultation. This allows us to tailor their treatment experience and educate them to make the correct purchase decision.”

Amanda Jennings, Spa Manager at Serenity Spa, Seaham Hall, admitted that, since the start of her career in spa and wellness, there has been a huge amount of change and challenge as well as a surge in demand for immersive wellness-led experiences.

Guests are now, more than ever, searching for more than just a hotel room for the evening and this is where spa and wellness is vital.

Amanda revealed how spas are now considered a support to mainstream health care, and experiences such as hydrotherapy, regular massage treatments and space to switch off all offer proven benefits in improving overall health in a spa setting.

“There should be no bigger priority for guests than to invest in themselves. Whether it be to reduce stress and anxiety, embrace invaluable quality time, improve larger periods of REM or dip their toe into something totally new and exhilarating!” Added Amanda.

Amanda revealed that The Serenity Spa’s ethos is to deliver top-level wellness experiences with guests in mind.

Spas now need to be able to adapt their offering to allow top-end personalisation that is meaningful to the desired individual.

“We offer an all-encompassed spa experience, and whilst we have multiple revenue opportunities including spa treatments, spa aftercare and retail, our guest journey delivers much more than these now-deemed standard spa services.

“In order to deliver and stay ahead of our competition, we focus on bringing the guest journey to life, evoking all your senses. From a distinctive spa smell throughout your journey with us, to an unrivaled top-end treatment from our spa partners Temple Spa and ishga, to the spa’s landscape and atmospheric feeling, the list is endless in making an everlasting impression.”

Amanda sees that understanding your audience and establishing your ethos and mission is what will allow you to implement positive and profitable experiences.

It’s important to remember that there are no rules for spa, no right or wrong; however, you need to understand your USPs and the ability to say no is a trait well learnt.

At the core of introducing new features and treatments, team investment and guest education are imperative in Amanda’s opinion: “At Serenity Spa, we always look at the bigger picture in terms of guest experience and smart

additions rather than enhancements without meaning. Post-pandemic, in my experience, guest expectation is most definitely higher, yet guests have learnt to appreciate some of the simple things in life. We can all often overcomplicate what we desire, but it’s what we need that will create positive change.”

The West Hollywood EDITION has recently announced the re-opening of The Spa, a 6,200 square foot luxury space dedicated to blending timeless philosophies with innovative technologies and emerging trends.

Upon entry by way of the hotel’s stunning lobby, spa guests are greeted by a curated retail space offering a collection of locally and nationally-sourced wellness and beauty brands. With products from the likes of Odacite, Osea, Nesko and The Lost Explorer, The Spa’s offering is inspired by the sensory experience of a coastal California journey, demonstrating a venue keen to be at the forefront of consumers’ minds when seeking a relaxing getaway.

Overall, spa and wellness facilities – not just a pool and gym, but also the likes of thought-out, nutritious food dishes and perhaps a juice menu - can add an extra level of comfort for guests during their stay. With the shift in wellness amongst consumers looking to only accelerate, it’s important to stay on top of the trends surrounding this topic to ensure you don’t fall behind.

“Good food also adds into the wellness experience.”

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REWILDING THE SKIN

As spas have finally found their feet after a series of lockdowns in various countries, skin health and result-driven aesthetics will be higher on their guests’ agenda than perhaps ever before.

For those luxury hotel spas considering ways to enhance their treatment menu or recalibrate their product offering, professional organic biotech brand Esse can provide an innovative and forwardfacing approach.

The South African professional spa brand, founded in 2002 by biochemist Trevor Steyn, has adopted a ‘skin wellness’ approach that is built on a highly scientific basis.

Aiming to create an environment in which the skin is ‘rewilded’ to allow the return of its natural biodiversity, Esse specialises in the use of probiotics to deliver optimal skin health.

“We cater for intelligent clients who want to age gracefully through the use of science-driven skincare that also has minimal impact on the environment.”

Trevor Steyn Founder, Esse.

Certified organic, cruelty-free and vegan, the bio-clinical challenger brand supports fair trade and operates a carbon and plastic neutral business policy. We asked Trevor to

explain how Esse products can form an integral part of a long-term skin health programme to heal a comprehensive range of concerns.

Tell us what makes Esse unique?

We were among the first skincare lines to drive real research into the skin microbiome, and we achieved excellent antiageing results from the live probiotic products we developed. Esse is one of the few brands that take a long-term view on skin health. The industry is driven by instant results, but this approach is seldom best over time.

For many spa guests, their skin health is now a high priority. How does Esse work in line with this?

Over the last year, we have seen many professional brands moving more into the retail space or online sales. However, we are looking for ways to move in the opposite direction. I think the professional skincare sector has a great future and we’re working on new offerings that are exclusive to therapists and can’t be sold online. Covid-19 has caused a change in the way that people think. There is a greater focus on long-term health now that the consequences of being unhealthy have become more obvious. There is also more attention being paid to the environmental impact of our choices.

How does Esse bring added value to the spa experience?

Over the years, we’ve built a series of protocols that take the skin microbiome into greater consideration. The most

recent is the Esse Experience. In the introduction to this facial, the client can see the live probiotic bacteria being added to their skin as well as to a mask that will be applied. This helps to get the message across that the skin is an ecosystem and we are bringing back microbes that nature would normally have given us. It really is unique among professional treatments.

What is Esse’s ethos when it comes to sustainability?

When Esse was created we wanted to provide an alternative to ‘business as usual.’ Whenever that phrase is used, I just hear everything being justified in terms of profit. Making money is placed ahead of the environment and the longterm health of the client. Product cost is driven down to a minimum and the money is spent on advertising to increase sales. I don’t think this is necessary. We have been able to remain certified-organic and carbon neutral. We also recently became plastic-neutral, so for every kilogramme of plastic that we use, we recover and recycle a kilogramme from the ocean.

It’s vital to always develop your hotel to keep up with competition in the hospitality industry. Esse’s core brand principles are: certified organic, vegan, crueltyfree, carbon- and plastic neutral, and support free trade meaning that the brand is fantastic for your spa’s marketing and resonates with the values of a majority of modern customers. With the public placing the spotlight on wellness, elevating your spa facilities will draw attention and increase footfall.

www.esseskincare.co.uk

“Esse is one of the few brands that take a long-term view on skin health.”

ELEVATING YOUR SPA

Welcome to the wonderful world of VOYA – the Irish lifestyle brand presenting endless opportunities to your hotel’s spa.

Please introduce us to VOYA and what the brand strives to achieve.

VOYA is an award-winning global lifestyle brand that specialises in sustainable, organic luxury. With a rich heritage in seaweed bathing, a tradition that is over 300 years old, we create certified organic skincare products and spa treatments that are made using sustainably hand-harvested seaweed. Independent scientific research shows that our products are not only environmentally kind, but also deliver best in class results.

What benefits can an hotelier see from becoming a VOYA partner?

VOYA work with luxury spa partners across the globe, and this global reach raises the hotel spa and brand profile awareness. Our strong brand identity and rich heritage helps to promote the spa through unique treatments and experiences a VOYA partner can offer. We have an operational team of business managers to support you in driving your business KPI’s, combined with brand experts that provide a strong and innovative marketing, digital and sales strategy. Our sustainable ethos is at the heart of our brand and in line with current industry trends where hotels and spas are seeking ways to better care for our planet and staff. We continuously review our strategy to remain innovative and improve our ways of working, our quality and sustainability, while building successful partnerships.

How can stocking VOYA’s products benefit a hotel?

VOYA supports a hotels appeal to clients and customers who have a focus on wellness and sustainability, raising acquisition and retention of this clientele. Our brand story and heritage provide a great story telling aspect for marketing, with opportunities to host events that bring the brand to life and captivate customers. We have a full 360 offering from retail, treatment, and amenities to create opportunities to drive from hotel to spa, raising average spend. Our products are effective and results driven, providing wellbeing experiences at home that encourage repeat purchase. VOYA’s organic products appeal to a wide demographic of customers looking

for quality products with sustainable processes, that again puts the hotel and spa in prominent position for customer acquisition and retention. VOYA offer a variety of treatment experiences, with certain treatments having high margins such as VOYA bathing rituals, where minimum therapy staff are needed to provide such services that are high on trend for 2023.

What areas of a hotel can VOYA be introduced into?

We have an amenities offering, including turndown service, VIP and corporate gifting, a range of spa treatments including bath butler, home fragrance in the hotel main reception, retail opportunities and fitness programmes. For more information on how we can work with your hotel, please contact: sales@voya.ie or visit www.voya.ie

ORGANIC SKINCARE from �e sea

For over 15 years, VOYA has set the bar for results-driven, certified organic skincare and luxury spa treatments. VOYA’s revolutionary range of face and body products use sustainably hand-harvested Irish seaweed, blended with organic botanical ingredients and essential oils to create sustainable, effective formulas for indulgent wellness experiences.

Discover VOYA’s retail, amenity and treatment offering by emailing sales@voya.ie. www. voya .ie

COTSWOLD HOUSE

Nestled in the heart of Chipping Campden sits Cotswold House –a Grade II townhouse which boasts a spa, bistro and fine dining restaurants. As part of our wider Spa focus, we caught up with General Manager Craig Webb as he explains the effects of the spa facilities on overall footfall.

Please introduce us to Cotswold House and share some background on the venue.

Cotswold House has been a hotel since the 1930s. It occupies a prominent position, yes unassuming, in the centre of the most northern Cotswolds town - Chipping Campden. Over the years, it has expanded into neighbours’ houses and is now four townhouses knocked through. We have 28 bedrooms and suites, two beautiful gardens, a restaurant, a bistro bar, a function suite and a spa.

As well as being a total ‘all-rounder’, Cotswold House is known for its small but perfectly formed spa offering. Can you tell us the effect the spa has on footfall?

The spa is a converted stable at the end of the garden,

which our residents get inclusive access to during their stay. There are six treatment rooms, a hydrotherapy pool, a steam room, a hair salon and a nail bar. It is also available for non-residents to book a spa day or just a treatment. Having the spa in the hotel means we can attract a wider variety of clients to the business, and we can create packages that link the hotel’s F&B services with the spa. For example, a spa day to include facility use, a treatment, and an afternoon tea.

How does the spa contribute to a greater client experience?

The spa adds depth to the customer experience. Any hotel

aims to give their customer a relaxing time, but the spa takes that to a much deeper level. Most of our customers are cash-rich, time-poor and want to recharge their batteries. The calming music, warm pool, and massage treatments can really help them achieve this. We also tie in some subtle branding, for example, our restaurant is called Fig. The products we use from the Natural Spa Factory have a Fig range too. We have then tied in our own-brand Fig-flavoured gin to match.

Having an on-site spa offers a unique edge when marketing. How do you market yourself to stand out in a competitive industry?

When marketing the spa, it does give us a competitive edge and we try to use that to our advantage. Our ideal customer avatar is a couple celebrating a birthday or anniversary, looking to spend quality time together and unplug from their devices. Our marketing tries to speak directly to this audience, and we make our spa adult-only to ensure likeminded people visit. The spa also allows us to adapt and change to the seasons or demands in different areas of the business. For example, when we are hosting a wedding in the

hotel, the spa is generally quiet because most of the residents are attending it. This leaves us with a gap to promote nonresident spa days.

Sales follow ups are another huge way to boost footfall, what kind of products do you factor into retailing post-spa treatment and how well does this work?

We have recently introduced the Natural Spa Factory products into the spa. Immediately our retail sales grew, due to the sustainable packaging, great brand, and product plus affordability. We offer all of the products as retail after a treatment to take home. In addition, the products are used in the hotel bedrooms - body cream, shampoo, conditioner, hand soap and so on. We provide large bottles in each room for guests to use as much as they like during their stay and the products are available from the hotel reception to purchase as well. If they get home and want some more, they can even order it on our website to be posted out to them.

DOWN HALL, HATFIELD HEATH

Down Hall is one of England’s most established country house hotels. Located in Hatfield Heath, near Bishop’s Stortford, they boast a luxury spa - a tranquil escape from day-to-day life where consumers can relax the mind, revive the body and soothe the soul. In an exclusive interview with Down Hall Hotel’s General Manager, Linden Beattie, we find out how the spa facilities can help boost revenue.

Tell us a bit about Down Hall and Eden Spa. The Manor of Down Hall dates back to 1042, functioning as a hospital and later a private school, before opening its doors as a hotel in 1986 with the addition of the Eden Spa arriving more recently in 2014. Set in 110 acres of woodland, parkland and formal gardens, the 98 individually-designed bedrooms at Down Hall reflect the grandeur, elegance and character of this historic property.

Situated in the rolling hills of the Essex countryside, the hotel’s estate encompasses a kitchen garden, a woodland trim trail, tennis and paddle tennis courts, giant chess,

croquet, state-of-the-art gymnasium, and, for those with children, a play park. The Eden Spa features four treatment rooms to compliment the wet spa offering, which is designed for resting and relaxation, featuring a hydrotherapy pool, a mood-lit sauna and steam room with starry night lighting. The rosetted Garden Room restaurant serves traditional French cuisine with a modern twist using ingredients grown in the kitchen garden, with the newly opened Fox bar and terrace proving a wonderful addition to the hotel, offering al fresco dining and a cocktail bar.

The venue is one of England’s most established country house hotels, how did Down Hall work its way to earning this title?

Over the years, there has been significant investment in the venue to ensure the former country house was developed tastefully to suit its new lease of life as a country hotel. The style of the hotel offers modern features without compromising the history or tradition of the hotel and has been designed to complement its location and surrounding woodland. With the country retreat in mind, Down Hall offers exemplary service with small touches, such as Wellington boots for our guests to wonder the grounds as a standard.

The Eden Spa is an amazing addition to the hotel. Can you tell us about some of the spa’s hero treatments and how you use this outlet as an additional marketing tool?

The spa is open to residents and non-residents and provides an additional reason for our guests to come to Down Hall for an overnight break. It fits perfectly with our ethos of supporting our guests’ relaxation and their mental health, with visitors leaving Down Hall feeling rejuvenated after an

escape to the countryside. Two of our spa’s hero treatments include the ‘Lava Shells Massage’ - enjoyable for anyone with tense muscles. The heat from the Lava Shells will gently relax and smooth away knots that can boost circulation of blood and lymph which soothe aches and pains. The ‘Age Defying Facial’ is popular for maturing skin to help minimise lines and wrinkles around the eyes, neck, lips and jawline visibly improving the appearance of your skin.

As an overnight stay venue, what is it that allows you to stand out from the crowd in what is a competitive industry?

The historic property seamlessly blends country house splendour with luxurious and contemporary décor to offer our guests an idyllic country escape, whether they are looking for a weekend away with friends or family, their dream wedding venue or simply a pre-airport stopover. With exemplary service and stunning details, the all-encompassing features of Down Hall and its 110-acre estate ensures that our guests, big and small, can enjoy a happy, action-packed stay within the property’s beautiful surroundings.

@down_hall

BEYOND WELLNESS

With more than 25 years’ of international experience in luxury hotels, spas and gyms, Emlyn Brown, global VP of wellbeing at Accor, now focuses on integrating wellbeing into customer journeys across Accor Hotels’ brands. Speaking at a Peloton Commercial event for hoteliers, he discussed why wellness offers no longer mean a standard gym or spa, and how to ensure your offering answers consumer demand, but also pays its way.

“Covid-19 was a wellness super accelerator. The long-term demand for preventative and proactive wellness has been driven forwards at an astounding rate by the pandemic realisation that health is wealth,” he said. “Guests now seek not only to maintain their wellbeing during stays, but to enhance it through nutrition, physical activity and mindfulness.

“Our research shows four out of five Accor guests are attempting to improve their health – that’s 80% of the guests thinking, every single day, about their wellbeing.”

Accelerated demand

Emlyn talked about the powerful push and pull of wellness. “The push is moving away from stressful situations – work, worrying about climate change or our families. We use wellness to release those stressors,” he said. “The pull is the aspirational ideal; we see people on Instagram doing yoga, walking out of a Peloton studio with a green juice looking fantastic. That pull draws us towards wellness.

“This push and pull is unique in stimulating demand, which is also going to accelerate as millennials and Generations Y and Z come through to become tomorrow’s luxury consumers.”

So how can hoteliers capitalise on this growing demand in a way that works for the bottom line? Emlyn suggested future wellness offers will need to become more personalised. “We’re seeing an ever more sophisticated approach from customers, particularly millennials – they know exactly what they want and can smell when your wellness isn’t authentic,” he said.

Tailored, genuine wellness

For Emlyn, one solution is in-room wellness. “We know that four out of five of our guests are going to want some form of wellness. So how are you going to offer that tailored for every individual? With a small, dedicated, digital-driven experience like a Peloton Bike or the app in-room. Even a few square meters of space can create a personalised, authentic

wellness experience and have a significant impact on guests’ wellbeing,” he said.

Guests will increasingly aspire to wellness their way. “Take exercise. It’s not a question of do I exercise, it’s where do I exercise? What do I do? Which tribe am I a member of?” said Emlyn. “There’s been a significant shift in how people think about wellness. It’s about whether your execution of wellbeing is differential. If it is, your only barriers will be satisfying demand.”

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SECURE TRANSPORTATION

INCREASE SPA REVENUE

With an estimated 700 million guests set to place a hotel booking online in 2023, now it’s more important than ever to streamline the web booking process. With this in mind, Premier Software have partnered with Journey Hospitality to implement a solutiononejourney®.

The innovative web booking platform pulls together management solutions, such as our Core by Premier Software®, ensuring clients can book spa facilities at the same time as their hotel stay. This integration has helped several Core clients increase the online revenue of their spa.

Old Thorns Hotel & Resort, a prestigious Hampshire site with over 40 years of success, had been a client with Premier Software for several years and was making the most of Core and its online functionality. However, back in 2022, they were looking to expand their online offerings to help bolster revenue further.

Thanks to Premier Software’s partnership with Journey Hospitality, Laura Meeson, Corporate Manager at Premier Software, was immediately able to recommend onejourney®. This all-in-one online platform’s effortless integration with Core pulls through spa packages, booking times, and promotes related upgrades. Best of all, this occurs seamlessly throughout the client journey, increasing opportunities to upsell items with its conversion-led design.

Laura explained to Katherine Compton, Spa Manager at Old Thorns Hotel & Resort, the benefits of onejourney® and how it would fit the needs she had. Following a meeting and demonstration with Lisa Buttle, sales and partnership director at Journey, Katherine went live with onejourney® in August 2022.

In just the first month, the integration helped grow their profits tenfold, from July’s £484 to August’s £4,816. In five months, online revenue takings had increased to £33,297 compared to £19,160.50 from the previous five months. That is a staggering 245% increase in revenue takings. Less than one year on, the platform continues to help the business and its clients by linking all areas of hotel operation into one booking journey.

It isn’t just Old Thorns that have benefitted from onejourney®. Doubletree by Hilton Hotel & Spa (Chester)

went live with their integration in October, resulting in an incredible 378% upsurge in spa profits by Christmas, whilst Stratton House Hotel and Spa benefitted from a 297% increase over the same period. Will your spa reap the rewards, too?

To benefit from Core and its integration with onejourney®, visit: www.premiersoftware.uk/about-us/partners/ onejourney/

A CLEAN SOLUTION

An exclusive interview with Peter Rankin, Managing Director at Girbau UK, the ideal partner for your on premise laundry.

Please introduce us to Girbau and what the brand strives to achieve.

Girbau UK is a leader in the installation and maintenance of laundries in the UK. We work with leading hoteliers including Hilton Hotels Group, St Martins Lane Hotel, Landmark London Hotel, Apex Hotels, Sanderson Hotels and hundreds of independent operators. We offer a partnership approach that draws on more than 60 years’ experience in hospitality.

How can Girbau’s range benefit a hotel?

We are unique in the UK, offering a full range of both commercial and industrial laundry equipment, making us a perfect laundry partner for hospitality businesses.

How do Girbau washers and dryers work in line with sustainable initiatives and goals?

Girbau’s latest GS7 Genius washers and ED dryers feature a host of energy saving innovations that lower hotel laundry operating costs and improve sustainability.

The new internet-enabled Genius washers feature a robust chassis design, high levels of water extraction and a 10-inch colour user interface. Their sustained high spin speeds and a 450G extraction force (the highest available from any manufacturer) reduce drying time by at least 10% and drying energy consumption by up to 30%.

Genius washers also reduce energy consumption by up to 15%. Our tests on the Genius GS7018 found that it used

2.5 kWh for a full 18kg load cycle, compared to 3.5kWh for a comparable washer from a leading competitor. For a typical machine completing eight cycles per day, that’s a saving of £1,460 a year, based on an electricity price of 50p per kWh. Six models are available with capacities from 9 to 32kg. All come with the Sapphire cloud-based management system that allows you to completely monitor, manage and configure a laundry, giving greater control for energy efficient operation.

What makes Girbau stand out from other hospitality laundry services?

We advise on all aspects of laundry design including site surveys, laundry layout, full M&E CAD drawings and equipment specification. Each design is tailored to the individual business and site. Our nationwide service team of experienced company-trained engineers has direct access to factory spare parts, allowing us to respond quickly to any urgent customer calls.

How can our readers work with Girbau?

Contact us today to learn how to take control of supply, quality and costs with your own on-premise laundry. 01462 427780

sales.uk@girbau.com

www.girbau.com

maxx. just right.

The new Convotherm maxx .

The combi oven that fits your ambitions. German engineering at a great price. Not too much, not too little.

Maximize your opportunities!

FOOD

A TASTE OF INNOVATION

As consumers’ desires for luxury have seemingly heightened postpandemic, we look into making your in-hotel food and beverage offerings an ‘experience’ and the benefits this can bring.

Over the last few years we have seen the food and beverage element of a hotel go from being a ‘part’ of the business to the ‘heart’ of the operation. With changes surrounding food and drink being present before the COVID-19 pandemic, it seems what followed the miserable days in numerous lockdowns was pure acceleration for indulgence.

From unconventional service to menu creativity and unique cocktails, hotels around the world are delivering interactive drinking and dining moments to keep consumers returning.

These days, making food an experience involves more than just cooking and delivering. It’s about creating an environment and atmosphere that enhance the sensory experience and add to the overall enjoyment of the meal.

One venue who knows the importance of ‘experience’ is The Lygon Arms. Following phenomenal success at their sister hotel Chewton Glen, both dining experiences at The Lygon Arms have just gone up a gear, fuelled by a new partnership with James Martin.

GRILL, unveiled in February this year, and TAVERN, opened in March, are set to become two of the most sought-after restaurants in the Cotswolds. Both venues follow in the footsteps of James Martin’s phenomenal success at The Lygon Arms’ sister hotel in Hampshire, Chewton Glen, where James and his talented brigade of chefs developed a standout menu at The Kitchen Restaurant and Cookery School following its launch in 2017.

Under the roof of a striking, romantic hall with a dramatic vaulted ceiling, GRILL will naturally evolve over time; however, signature dishes will include Thai-Spiced Cornish Crab Risotto; Burnt Aubergine, Vegan Ricotta, Harissa, Bulgur Wheat and Soft Herbs; and Laverstoke Buffaloumi with Confit Roscoff Onion, Chilli Jam and Treviso.

Classic dishes such as Dry-Aged Longhorn Beef Wellington served with Watercress, Braised King Oyster Mushrooms, Truffled All-Butter Mash Potato or Koffman’s Chips - or the vegetarian alternative of Beetroot and Feta Wellington with Watercress, Braised King Oyster Mushrooms; and Baked Shetland Cod, Samphire, Red

Pepper, and Harissa Dressing will also be available.

Graham Henderson, Head of Food and Beverage at voco St. David’s, Cardiff, explained how the Welsh capital has become a major foodie destination, and how the launch of Tir a Môr restaurant and bar at voco St. David’s has really put the venue on Cardiff’s culinary map. Offering a chic dining experience in the city’s most luxurious destination and adding a real touch of elegance to Cardiff’s culinary scene, the venue plan to launch a calendar of ‘must-attend’ social events, as well as seasonal menus and Chef’s dishes. “Not just for those staying at voco St. David’s, but for those looking to enjoy a leisurely lunch with friends or a special dinner occasion to savour.” Graham added.

Meaning ‘land and sea’ in Welsh, Tir a Môr celebrates the stunning local produce of Wales with a Welsh land and sea inspired menu to wow guests.

Head Chef Richard Howard and Sous Chef Richard Maddaford have together created new menus that champion the traditional culinary heritage and stunning local produce of a nation they are proud to be part of, offering guests the opportunity to enjoy a true taste of Wales.

The Celtic Collection owns and runs some of the most prestigious luxury hotels and resorts in South Wales. With more than one thousand bedrooms in seven hotels, ten restaurants, two spas, a dedicated events and exhibitions space, private dining and room service, the food and beverage offering at The Celtic Collection is nothing short of extraordinary.

Led by experienced chef and Group Culinary Director, Peter Fuchs, the collection has secured numerous awards, putting South Wales and its wonderful produce firmly on the culinary map. Introducing the offering, Peter said: “We’re passionate about food. Using the best, seasonal ingredients from South Wales, the UK and worldwide, we strive to deliver menus that wow our guests. From buffet breakfasts, alfresco lunches and dinners that delight, to banquets, wedding offerings, afternoon teas, 24-hour room service and conference dishes, our food and beverage offering is unlike any other.”

In order to deliver the demanding standards, Peter and his team rely heavily on state-of-the-art kitchens and the latest equipment. Working in partnership with design and installation providers such as Shine Catering Systems, Peter explains that quality, consistency and efficiency are key to The Celtic Collection: “I’ve worked with Julian at Shine for many years – he’s a trusted partner, with the company designing and refitting most of our kitchens. The great thing about Shine is that they understand our requirements and can recommend or specify equipment that they are confident will meet the needs of our business. It was Julian who first introduced us to Unox. Replacing any kitchen equipment with a new manufacturer can be a risk and a time-consuming exercise, but when it comes to something as crucial as a combi oven, having the right model is vital. Ultimately, we would only change if we felt truly comfortable that it was the right time, right place and the right thing to do for our business.

Julian and I

“It’s about offering that competitive edge when it comes to your food and drink.”

were invited to Unox HQ in Italy and I must say, I was blown away by the company, its vision for the future, its pioneering facilities and ultimately, its range of cooking solutions.”

From cupcakes to freakshakes and doughnuts to macaroons, Samantha Winsor, Marketing Manager at Lantmännen Unibake UK, explained how the sweet treats category has experienced an overhaul in recent years, as operators recognise the value of customisation and the consumer desire for a product ‘glow up’.

According to the UK’s leading expert in sweet pastry market trends, Schulstad Bakery Solutions, the time has come to bring about the ‘glow up’ of the Danish Pastry. Boasting 24 layers of authentic crisp, flaky pastry, the Danish Pastry has long been a staple to accompany a hot drink, as a sweet treat or even brunch occasions. Using the latest consumer research, Schulstad Bakery Solutions is taking the ‘glow up’ trend as an opportunity to encourage operators to upgrade their sweet pastry offering by getting creative with their Danish Pastries.

To help shape the ‘glow up’ of the Danish Pastry, Schulstad Bakery Solutions launched a poll to ask consumers what would encourage them to purchase a sweet, indulgently-topped Danish Pastry, focusing on its top three best-sellers, Maple Pecan Plait, Cinnamon Swirl and Vanilla Crème Crown.

According to consumers, Schulstad Bakery Solutions’ Cinnamon Swirl is the Danish Pastry they would most like to customise (46%) .

In order to capitalise on the demand for sweet treats

whilst still making it an ‘experience’, Samantha explained: “Operators can let consumers lead the way and enhance a cinnamon swirl by adding the most desired flavours from the poll. Outlets can also offer an Instagrammable finish by dipping half the pastry into melted chocolate, drizzling with white chocolate and dusting with cinnamon sugar for a totally indulgent treat. These simple additions can be used to create something special for consumers, while providing a profit uplift opportunity for operators.”

La Lorraine Bakery Group is a 100% family-owned company headquartered in Belgium, with more than 80 years’ experience in the milling and bakery sector. With its four key brands - La Lorraine, Panesco, Donut Worry Be Happy and Panos - La Lorraine Bakery Group strives to give customers a broad offer of quality baked goods and pastries. From sweet treats and viennoiserie to savoury delights, La Lorraine Bakery Group prides itself on offering a range of authentic fresh and frozen products that are not only delicious in taste, but also totally rich in flavour, working in line with the plea from consumers for something ‘more’.

Kevin Hughes, Country Manager UK&I for La Lorraine Bakery Group, explained how the group’s range fits perfectly into any hotel setup for a number of reasonsstarting with its guarantee to offer freshness, consistency, and, above all, quality, with each and every one of its products. Whether it be a breakfast buffet, lunchtime snack at a hotel bar or something a bit more high-end at a hotel private dining room, La Lorraine Bakery Group has something for everyone at every time of day.

“Every element of a restaurant contributes to guest experience.”

Pg 32 left: voco St.David’s

Pg 33: Mostrador London at Hart Shoreditch

Pg 34: La Lorraine

Pg 35: Mostrador London at Hart Shoreditch

Pg 36 left: voco St.David’s

Pg 38: Lantmännen Unibake

It is imperative that the hotel breakfast trade targets two key consumer areas - those that are visiting hotels on a social occasion, and those visiting on business. With this in mind, menus need to offer variety - and plenty of it. La Lorraine Bakery Group has breakfast products that are ideal for both types of consumer.

Kevin said: “Above all, customers want quality. They want products that look great, smell great and taste great too.”

When it comes to ‘experience’, Kevin agrees that consumer expectations have changed. Guests and consumers are now looking for more from their experience - more uniqueness: “Outside of a pleasant night’s sleep, they are looking to engage in authentic experienceswhich includes unique and memorable eating and drinking experiences.

“It’s about offering that competitive edge by constantly innovating, offering exciting new flavours and staying on trend. La Lorraine Bakery Group does just that with a number of its baked products, starting with its Bites range. With consumers seeking smaller sized sweet treats as a way to bring indulgence into their daily routines,

La Lorraine Bakery Group has tapped into this trend with its Bites products, offering six tantalising bite-sized doughnuts that are each bursting with flavour.”

Great Northern Hotel are one of the many venues which has adapted their food and beverage offering to keep up with current trends. After recently going through a complete rebrand of their restaurant, they wanted to ensure they were offering something exciting and unique, both for in-house guests as well as local Londoners. Marco Salamon, General Manager at the hotel, believes they have achieved this with RAILS. He says: “Trends can be so fleeting and you often don’t know what is going to stick around and what will just be a passing moment, so we really focus on offering a concise but appealing menu, and ensuring everything on that menu is done to the highest standard and made using the best ingredients.

“We follow some seasonal moments and look to create something exciting around these dates such as Christmas, Mother’s Day, British Pie Week and so on. These always prove popular with our guests.”

Marco admitted that guests pining for an experience

“We follow some seasonal moments and look to create something exciting around these.”

surrounding food and drink at a hotel is one of the trends the team identified when devising the concept for a new menu, and he thinks that it is one that is here to stay. He explained: “People want theatricality and a whole experience, just having good food isn’t really enough. Now more than ever, people want to ensure value for money and for many that means eating delicious food in a beautiful setting with the right ambience and a touch of added flair too. We bring this in with the likes of our showstopping cheese trolley, which is wheeled to the guests’ table for them to take a look at and choose what they like, paired with biscuits and chutneys of course.”

We asked Marco whether he thinks the restaurant’s interior benefits the guests’ experience at a hotel, to which he said ‘definitely’ as he continued: “Every element of a restaurant contributes to guest experience. The senses are all so intertwined and I think if you’re looking round at drab and dreary interiors, it will affect the food on your plate. There are of course exceptions to this, but in general I think that having beautiful interiors just sets you off on the right foot, and makes guests feel instantly at ease when they walk through the door.”

With the overall delivery of a food and beverage offering contributing massively to a guest’s experience, to ensure the staff at Great Northern Hotel are trained correctly surrounding this, Marco revealed that they hold tasting sessions with the teams.

“Having the heads of departments leading the session helps to inspire the team. It provides different perspectives on the food, why choices have been made and highlights the importance of the role of food in our hotel altogether.

“The restaurant is really the heart of the hotel. We also provide key cards to our team members with one or two defining and memorable facts about the dish or ingredients. These act more like conversation starters so our team can bring a dish to life for the guest – each staff member receives a set of key cards, and this along with the intro from leadership should make the team feel

empowered and as if the information is theirs to pass on.”

The Standard, London, are a venue who, from the beginning, had a very strong vision of what they wanted their food and beverage offering to look like.

Helenka Fletcher, Executive Director of Food and Beverage at The Standard, London, explained: “We’ve always aimed to be a hotel where guests could spend the weekend and never have to leave because the food and beverage offering here is so exciting and diverse.”

Helenka revealed that, as a venue, they try to avoid following trends as with any changes they make, the team always refer back to the venue’s original brief so that it remains authentic to the brand and most importantly, guests know what kind of dining experience they are booking in for.

“However, throughout the year we keep things fresh by operating a series of seasonal menu changes throughout the building. This has previously entailed new warming, hearty dishes in Double Standard throughout wintersuch as our short rib mac and cheese, or spotlighting exceptional ingredients that Peter Sanchez Iglesias has sourced for Decimo, like the recent additions of sand carrots.”

With tasting menus becoming increasingly popular, The Standard offer their own unique spin to showcase the best of what they do, regardless of price point.

Helenka added: “At Decimo in particular, we want people to feel relaxed and at ease with a food menu they may not be familiar with, so by presenting a Chef’s menu at a fixed price that shows the best of what Decimo can do, we’re able to make it easy for people to settle in and enjoy.”

This relatively new and growing approach to food and beverage experiences is leading to a change in what travellers and locals alike expect from hotels, so to ensure you don’t fall behind and stay relevant, take the words of our experts on board.

THE RISE OF THE LOCAVORE

With hospitality seeing the rise of the ‘locavore’, we highlight five reasons why using local suppliers could work for you and allow you to reach a broader audience.

SUSTAINABILITY

One of the primary reasons for the rise of the locavore movement is a growing awareness of the environmental impact of food transportation. The average distance that food travels from farm to plate has increased dramatically in recent decades, with some estimates suggesting that food can travel up to 1,500 miles before reaching the consumer. This transportation contributes to greenhouse gas emissions and other environmental problems, including pollution and soil degradation. By choosing to eat locally, locavores aim to reduce these impacts.

A UNIQUE SELLING POINT

With many consumers now seeking venues specifically for their sustainable initiatives, boasting a menu with locally-sourced ingredients presents you with a great unique selling point, perfect for when it comes to marketing your venue. This eco-friendly element will allow you to stand out to potential guests and remain at the forefront of their minds as a venue who is going above and beyond.

5

FRESH IS BEST

SUPPORTING LOCAL BUSINESSES

Another factor driving the rise of the locavore is a desire to support local farmers and food producers. Many small-scale farmers and food producers struggle to compete with large-scale, industrialised agriculture, which often prioritises efficiency over sustainability and local economic development. By choosing to buy from local producers, locavores will work to create a more sustainable and equitable food system, meaning, in essence, you as a venue are doing your bit to help the planet. 4

STAYING RELEVANT

In today’s world, sustainability is becoming increasingly important as we face significant challenges such as climate change, loss of biodiversity, and resource depletion. To stay relevant, particularly in the hospitality industry, as a business you must adopt sustainable practices, and opting for local produce is a great place to start in contributing to a more sustainable future, whilst staying relevant and not falling behind trends.

The rise of the locavore can also be attributed to a desire for fresher, healthier food. Locally produced food is often fresher and more nutrient-dense than food that has been transported long distances and stored for extended periods, meaning your menu will stand out from competition by offering fresher, more nutritious dishes.

A SMOOTH SERVICE

Providing guests with an ‘experience’ through a hotel’s food and beverage offering, is not able to be executed without the correct and high-quality equipment. Steve Hemsil, Sales Director for UK and Ireland at Welbilt, talks us through the effects the Convotherm range could have on your business in delivering guests a faultless stay.

Providing memorable guest experiences is key to a hotel’s success in ensuring return visits and positive word of mouth. When it comes to food, whether breakfast, lunch, dinner, snacks, or room service, it’s important that the chef’s menu and recipe planning are supported by the kitchen equipment that can deliver it with consistency every time. Flexibility, consistency, speed, and ease of use are crucial factors for a kitchen to consider when thinking of the equipment needed to deliver recipes to perfection, especially in a hotel kitchen which may need to create multiple menu items that cover several day parts. For many hotel kitchens, there is no better workhorse than the combi oven, and within the Convotherm combi oven range, there is an oven to meet every need. Banqueting, smaller bar snacks, multi-course degustation menus, desserts, and even bakery, as well as a mini mobile option that can be used for outdoor setups. With clever features to make kitchen life run smoothly, the latest range of Convotherm maxx pro combi ovens offers disappearing doors, an incredibly intuitive 10” TFT HiRes glass touch display, an extra tray, mixed loads all cooked to perfection, and climate management via Natural Smart Climate™ as well as effortless cleaning at the touch of a button.

Convotherm at South Lodge

For Executive Chef, Lewis Hamblet, at South Lodge, a luxury spa hotel in West Sussex, versatile and reliable equipment is paramount to smooth service. Overseeing three onsite restaurants, each with a unique style, from locally sourced food in the three AA rosette Camellia restaurant, or a vast selection of healthy indulgence in the spa’s Botanica restaurant, to discovering an array of flavours during a 10-course small plate experience in The Pass restaurant, Chef Hamblet needs his kitchen working to precision.

“When you have 10 courses, from tender meats, fish,

bread, and desserts - you want to be able to quickly switch between one and the other. You can’t have a line of 10 ovens, there’s just not space for that. That’s why the Convotherm maxx is so ideal. You’ll come in some mornings and there’ll be a queue for it”, Lewis reveals, “It may be located in The Pass, but everyone uses it. And that’s basically down to its reliability, consistency, and response times. You can choose between steam or dry heat, and control the temperature to within one centigrade. It can reach up to 250C. Of course that comes with its own issues as the problem with such high heat is that the food discharges so much grease and mess, but then, all you’ve got to do with the maxx is press a button and Convoclean takes it all away”.

Welbilt UK

Tel: 01483 464900

www.welbilt.uk

THE PERFECT MATCH

In this exclusive interview with Mark Roberts, Director of Sales at Lanchester Wines, we explore how wine pairings can enhance your restaurant experience.

What steps should a hotelier take when choosing the best wine to complement their dishes?

Wine doesn’t sit in silo, so think about what trends you’re seeing in food and then adapt your wine and food pairing accordingly. While we’re seeing more adventurous ingredients, many of the flavour profiles are familiar and lend themselves to the typical wine pairings. For example, a dish with Sumac will have citrus notes, so pair with a Sauvignon Blanc, or smoky and sweet Korean barbecue would work with a Chilean or Australian Shiraz.

Wine and food need to balance each other out, with neither one overwhelming the taste of the other. However, remember that with food and wine pairing it’s largely subjective. What we suggest as an ideal match may not appeal to the customer’s tastes, which is where it’s important staff allow for individual palates and encourage experimentation. So, if they usually don’t drink white wines, they probably won’t like a glass of it with food.

What makes Lanchester Wines stand out from other companies?

As a wine merchant, we’re working to help operators, staff and consumers pair food and wine as easily as possible. We’re increasingly creating wine labels with subtle hints as to which food should be enjoyed with that specific bottle. For example, our Malbec, The Brand, pairs perfectly with grilled and barbecued meats and so features a bull on the front. While Moloko Bay Sauvignon Blanc, is a perfect match with fish, so features a river and pier across the label.

Equally important for hotel operators is sustainability in terms of supply consistency. There is a global supply crisis which is impacting all importers, so make sure your wine supplier can think on their feet and keep you in stockfundamentally you can’t sell what you don’t have.

Should a hotel’s wine menu change seasonally?

This depends on your food menu – if it changes seasonally then yes, your wine menu should also adapt to suit wine pairings. To add a seasonal dimension to wine pairings, think

about serving wine at different temperatures. Particularly consider the temperature of your reds:

• Light, fruity reds: serve lightly chilled, around 12-13°C

• Medium-bodied reds: Serve between 14 and 16°C

• Full-bodied reds: Serve between 16 and 18°C

www.lanchesterwines.co.uk

There are two types of food and wine pairing

1. Complementary pairing, a wine that complements a dish

2. Congruent pairing, a wine that enhances a dish

INSPIRED BY SURROUNDINGS

Featuring local charm throughout its design and perfectly reflecting the stunning sights the city is famous for, Hotel Indigo Bath features as our Hotel of the Month, detailing what makes them stand out in hospitality’s competitive industry.

Hotel Indigo Bath, an IHG Hotel, is a restored, Grade 1 listed, 166-bedroom boutique hotel, bringing a luxury global brand to the popular neighbourhood. Originally, the building was home to Pratt’s Hotel; following five years of renovation and rigorous planning applications, Hotel Indigo Bath opened in September 2020.

Nicola Fender, General Manager at Hotel Indigo Bath, described the renovation as ‘a true labour of love, ensuring original design aspects were restored.’ Nicola explained how the key value of Hotel Indigo Bath is their telling of the ‘neighbourhood story’ - from the Bath-inspired design of the interior to the knowledge and personality of individual staff members who have their own tale of the city. Bedroom themes include Romance and Mischief, Architectural Beauty and Literary Hideaway, to reflect

the debutante season in the 1790’s,The famous Georgian architecture of the city and reference to Jane Austen’s literary achievements, respectively.

Nicola explained how the hotel intends to appeal to the curious traveller discerning guests who appreciate a characterful yet relaxed stay; IHG do this through offering comprehensive marketing opportunities, social media, offering of media stays to influencers as well as boasting a range of loyalty programs.

Much of the hotel displays original features and items uncovered in the renovation. Nicola revealed how the exposed brickwork found in the vault rooms and gym were restored using lime render to match the original stone: “Cast copies of ceiling roses found in the original building have been recreated to design unique above-bed artwork in the Architectural Beauty rooms. Portraits in

frames, sprayed with graffiti paint adorn the public areas, to reflect the hidden identities of wealthy Brits who would escape London for Bath to engage in secretive, mischievous activities during the debutante season.”

As an overnight stay venue situated in a bustling part of a popular city, Nicola believes it is the overall welcoming/ relaxed vibe, high quality in-room amenities like Hypnos beds, Nespresso coffee machines, spa-inspired bathrooms, excellent TripAdvisor reviews and superb dining in the Elder restaurant which make up the hotel’s signature elements which keep guests returning.

With Hotel Indigo Bath proving a popular choice amongst

consumers, we were keen to find out what’s next for the hotel. Nicola said: “We are very lucky to share our building with The Elder Restaurant. This independent restaurant is a place to enjoy authentic, honest, and timeless British cooking created by restaurateur Mike Robinson. We’re very excited to confirm that The Elder restaurant is undergoing a reconfiguration this winter to create a Bistro offering, doubling the size of covers for hotel dining. Fine dining in the Elder will resume in a smaller, more private setting.”

We look forward to seeing how the hotel continues to boost their footfall through this exciting reconfiguration.

@hotelindigobath

SUMMER GROUNDS

We

1. Create a great first impression

Step back and view your venue with fresh eyes. What first impression does it give at the entrance and in the outdoor hospitality areas?

Putting together a check list of any broken, shabby or dirty features will help you to determine what needs to be done as a priority to quickly smarten and clean up the area. Personalise the space for your venue and brand. Easy, low-cost additions to your outdoor area include vibrant plants, colourful parasols, and festoon lights.

2. Zone it

You can create different zones by using various surface types like patio, decking or grass.

If you host guests outdoors for food, drinks and events think about the different types of furniture you need and the layout of these.

Bar areas are suited to poseur tables but also softer seating like outdoor sofas. Dining areas need a mixture of different size and styles of tables, chairs and benches.

3. Weatherproof

British summer time - it’s either raining or too hot. Many venues are adding covered outdoor areas with gazebos, pergolas, canopies, and giant umbrellas. Think about what

would fit in your space and suit your hospitality needs outdoors.

4. Create an atmosphere

What kind of atmosphere do you want to create outdoors this summer? Simple additions of outdoor lighting and heat can help to create a welcoming atmosphere into the evenings.

5. Make it a feature

A well-planned outdoor space can be a big attraction to your venue for guests and non-residents. Increase your footfall and revenue by hosting events outdoors and market these on your website and social media platforms. Think about the layout of furniture, servery areas, bars and event staging space.

For more permanent and memorable features, add quirky Instagrammable elements to your outdoor areas. These elements will add to your customer experience.

A clean, smart, well planned outdoor area is a great asset for your venue. Think about the ways you can increase and enhance your outdoor hospitality, and provide your guests with a great, memorable experience this summer. For more information contact 01926 889922 www.woodberry.co.uk

are all conscious of costs, but there are plenty of low-cost ways to increase customer experience, and your revenue, by maximising the potential of your outdoor spaces. Woodberry, the outdoor furniture specialists have 5 top tips.

A DAY IN THE LIFE

We delve into the daily tasks of Anne Golden, General Manager at Pan Pacific London, to find out just how essential her role is to the overall operations at one of the city’s most luxurious hotels.

What are your daily tasks as a GM?

This varies day to day. However, the overarching task that is always consistent is finding ways to develop and retain our team, which in turn will drive the overall experience and translate into a happier, more productive and successful hotel. Making sure the team is briefed and that all guests receive the highest quality of service is always top of my priority list.

What would you say are the three must-have skills of a GM, and how did you learn these along the way?

General Managers vary wildly in style but, in my humble opinion, the top three skills which are a necessity for any leader are: trust, appreciation (value your team and your guests) and humility.

What do you believe are the important skills hotel staff should be taught to maintain luxury service?

At Pan Pacific London, we hired our team for kindness, humility, attention to detail and passion. Without these key attributes, it’s harder to maintain consistency in service which, ultimately, is what keeps guests coming back. You must then explain the “why” and get everyone excited about your vision and aspirations so that the entire team is moving in the same direction, striving for the same goals and working in harmony.

Based on your 25 years of experience, what are the key elements behind a successful and memorable opening?

Hiring the right team is key - treat them as individuals and show them you trust them, be detail oriented but don’t micro-manage, as a trusting workplace encourages collaboration, motivation and productivity. Be a storyteller – tell the stories of the opening, and the personality of the hotel as this is motivating for the team and contextualises the operations of the team; then repeat those stories internally to your team and externally, in pre-opening and beyond. Finally, be a cheerleader for your team and keep everyone excited and going in the right direction. Positive reinforcement and creating a supportive and comfortable working environment is very important, especially when working for such long hours.

A BREATH OF FRESH AIR

It’s important to ensure the needs of the guest are similar to that of the hotel when designing applications for overnight stay venues. Not only does every guest need to have the perfect stay, the hotel also needs to ensure the right technical solution is delivered at the right budget. Clivet solutions are at the very forefront of technology but are also easy to use.

Air conditioning in hotels must offer an ideal level of comfort for every guest. Throughout a hotel there can be very different loads and requirements in terms of temperature, air quality, humidity and silent operation, as well as a constant demand for domestic hot water. The system must be able to meet these requirements in every season whilst keeping running costs down.

The multifunctional hydronic heat pumps, combined with the air renewal system offer the following advantages:

• A compact generator that simplifies the system and frees up space for other uses

• Ideal temperature and humidity

• Silent operation, especially in rooms

• Can offer savings in both initial investment and operation

• Care for the environment with the use of ecological refrigerants and energy-saving technologies

Products and systems for hotels

The Enhanced Hydronic System is the evolution of the traditional Hydronic Conditioning System. The energy is produced at condominial level and then distributed using cooled or heated water as a vector fluid. The necessary air renewal is made by the full fresh air unit with active thermodynamic recovery. As an autonomous unit, it eliminates the plant necessary for the transfer of the vector fluids used in a traditional system to satisfy the air primary load and at the same time to reduce the dimensions and costs of the heating-cooling stations dimensioned only to satisfy the building’s load.

The Water Loop Heat Pump is widely used in hotels, the system is based on a hydraulic circuit (Water Loop). The water flow, pushed by pumps acts as an energy source for indoor electrical water-air or water-water heat pumps. The loop circuit allows efficient transfer of energy between

zones with opposite and simultaneous needs (heating/ cooling). Therefore, both as a consequence of the water inertia and the wide working envelope of indoor heat pumps, the injection and rejection systems working time is limited only to when the temperature of the water loop tends to stray from the optimal operational range.

The Water Source Heat Pump, is based on heat pumps which use sea/river or lake water as a renewable energy source. The heat pumps are connected to each other by one or more closed loop circuits with energy transfer and provide the cooling or heating capacity needed to maintain the desired comfort conditions.

enquiries@clivetgroup.co.uk

PASSION AND EXPANSION

As a well-known name in the hospitality industry, AMANO Hotel Group are a great advocate for business growth. In an exclusive interview with Ariel Schiff, Co-Founder of AMANO Hotels, we learned about the idea behind the group, details on the expansion, how Ariel’s professional background has affected the success and what other venues on the hotel scene can learn from him.

Please introduce us to AMANO Hotel Group and the idea behind it.

The AMANO Group is a Berlin-based hotel company established in 2009 by the families Süsskind, Schiff, and Rokeach. The group currently owns eleven hotels: one in Düsseldorf, one in Munich, one in London, and eight in Berlin, as well as four conference centers, of which three are located in Berlin and one in Düsseldorf. Guests can look forward to our five hotels and apartment hotel projects in the making for Leipzig, Hamburg, and Munich. The interior entails top-quality materials, such as parquet flooring, tasteful design, and living comfort. It is no surprise that the AMANO hotels are so popular with young trendsetters throughout Europe with its vibrant 6 bars, 6 restaurants, four

rooftop bars and a club, which also functions as the perfect event location. All of these places have helped the AMANO Group impressively succeed in acquiring an excellent reputation in the Food and Beverage scene and anchoring a firm place in all cities’ nightlife. This lively connection between the hotels and the city creates the authentic energy of each AMANO Group location, where the pulse of each city can be felt.

Talk us through the expansion journey and how you got to this point.

We didn’t have a specific business plan as, also being a Berlin-based real estate company, we decided to convert established buildings as well as start new projects for hotel

“I recommend keeping the focus on sought after locations.”

business instead of offices. As the first hotel back in 2009 worked out extremely well, we decided to expand within the hotel industry and follow the demand of our audience.

How did you determine the locations of the AMANO Hotels?

We pride ourselves on always looking at and only opening in top locations to follow our group’s concept. As we are a Berlin-based hotel company, many of our venues are located there but we have since expanded to other cities in Germany. Our upcoming plans will see launches of AMANO Home Leipzig, Hotel AMANO Leipzig, three in Hamburg and one in Munich - and we also proudly launched our first international hotel in London last year.

Tell us about AMANO’s marketing strategy and how you executed it.

Despite each hotel’s own ingenuity, the group’s properties

have a standard concept: for guests to enjoy a first-class urban living experience at a very fair price. All properties are located centrally in the most attractive and desirable neighborhoods, paired with an interior that meets the highest demands. We aim to adapt to local markets to also make sure that our food and beverage outlets will not only be a destination for tourists, but are also a hotspot for locals.

For professionals looking to expand their business, what is your advice?

Most importantly, I recommend keeping the focus on sought after locations, keeping an eye on the market and competitors and finally, don’t fall behind when it comes to trends. It’s so important, as experts, to always keep up with the times in regards to trends surrounding interior design and guests’ needs. @amanogroup

REGAL RENOVATIONS

Nestled within the tranquil southern Italian slopes, you’ll find Masseria Pistola. The revived farmhouse is surrounded by stunning gardens and a large heated swimming pool for guests to enjoy a sense of escape from the hustle and bustle of everyday life.

“Masseria Pistola encompasses shifting desires in the hospitality industry ”

Masseria Pistola oozes relaxation, its subtle design gives off a soft glow and effortlessly stands out from competitors. We spoke with Owner and Entrepreneur, Constant Tedder, who shared all the details on what inspired him to renovate the venue.

When renewing the charmingly positioned property, Constant was inspired by the area surrounding it, which he grew to know well after visiting the Puglia region for over 15 years. Masseria Pistola will be his second Puglian project with Masseria Petrarolo, his 9 bedroom estate just 25 minutes away from the newly opened sister venue.

He revealed: “I saw Masseria Pistola and it was such a stunning building that looked magnificent in the beautiful valley of the Canale Di Pirro, but it had been abandoned for over 35 years and was neglected and in danger of collapse.” Eager to bring the venue back to its full potential, Constant tracked down the owners of the property who were siblings. The local owners sold the property to Constant in 2017; he saw the gap in the market to offer a rustic luxury retreat and has been working to restore it to its former glory ever since.

James Thurstan Waterworth, renowned for his hospitality interior design that has a strong emphasis on comfort, practicality and maintaining the history of a

building, was invited to work alongside Constant on the project. The award-winning designer helped Constant to create a space that appears understated and relaxed whilst giving a sense of luxury and comfort.

Constant explained: “James and I wanted the property to feel like it had been lived in by a family, but that it had also been recently modernised, as opposed to making it feel newly designed. The use of antiques and unique pieces helped to create a sense of home/lived-in experience.”

To stand out from other properties, Masseria Pistola prides itself on an exceptional level of service, delicious local Italian food, beautiful interiors and stunning gardens

However, what sets it apart from the rest of the market most is its location: “One of the biggest unique selling points for the estate is Masseria Pistola’s unspoilt, unique and private location offering stunning views. There are tall hills on either side and an incredible sense of landscape.” Concludes Constant.

Masseria Pistola encompasses shifting desires in the hospitality industry, providing guests with a luxury service whilst maintaining privacy with less intrusion than a large hotel venue. Escaping hectic lives, guests look to vacate in peace with class; Masseria Pistola invites this mindset and meets market demands.

COMMITMENT TO THE PEOPLE

UKHospitality has taken on the running of the Hoteliers’ Charter and we’ve got the details.

For those of you unfamiliar with it, the charter’s main aims are to raise the profile of the hospitality industry, and advocate working in hotels as a rewarding, long-term career choice. We’ve also ambitions to broaden its scope, making it a charter for the whole of our sector.

Drawn-up in 2020, the Hoteliers’ Charter also seeks to promote our sector as a profession for serious consideration by school, college and university students; careers influencers; and, not least, the parents of those students.

The charter was the idea of Sally Beck, general manager of London’s Royal Lancaster hotel, and 2019 Hotelier of the Year, who wanted to dispel the notion that working in hotels meant long hours for little pay and little recognition.

But the progressive hoteliers who’ve already signedup to the charter have made a collective commitment to providing a workplace environment built on the foundations of fair reward, respect, equality, diversity and opportunity; and to placing colleagues’ wellness and career development at the heart of their operations.

And as well as UKHospitality’s support, the Hoteliers’ Charter has secured the backing of industry bodies The Master Innholders, St Julian’s Scholars and The Institute of Hospitality, plus numerous hotel general managers.

Becoming a charter hotelier demonstrates a commitment to your people, elevates your credibility as an employer for great career development, promotes the culture of your hotel to attract your targeted employment pool, connects you with like-minded hoteliers in your area, and connects you with the wider industry and best practice.

By putting your name to the Hoteliers’ Charter, some of the principles you commit to include:

• Developing team members through training, apprenticeships, coaching and mentoring, positioning hotel roles as careers, not just jobs

• Supporting the ambition to end low pay, believing in giving people opportunities to develop their careers, and give access to financial and pension guidance

• Championing a fair and transparent service charge/tronc/ gratuities system where all monies are distributed with only

agreed costs retained

• Offering colleagues access to an employee assistance programme, to provide confidential support across all facets of their physical and mental wellness, both in and outside the workplace

• The Modern Slavery Act, ensuring all suppliers act in accordance with the core values of the Hoteliers’ Charter.

So please help attract people to the hotel sector and, once here, keep them, by adding your name to the charter: Hotelier’s Charter - Registration (hotelierscharter.org.uk)

Kate Nicholls Chief Executive UKHospitality

VIEW FROM THE MARKET

Philip Johnston MRICS, Founder of Guildprop, Hotel and Leisure Property Consultants and former Head of Hotels at Savills gives an insight to the current state of the hospitality market.

The operational hotel sector, along with the wider economy, has faced some very challenging times recently.

The hotel sector risked being buried under an avalanche of unavoidable problems, from Covid-19 lockdowns and restricted travel in 2020, to the Russian invasion of Ukraine and the global uncertainties that created in 2022. It felt that just as prudent confidence was emerging another global event arose to squash it.

This has resulted in a wider economic downturn fuelled by high inflation and the obligatory resultant ‘remedy’ from the Bank of England to raise interest rates. The annual inflation rate rose from 6.2% in February 2022 to 11.1% in October 2022 and is currently still 10.1%, while base interest rates have risen from 0.5% in February 2022 to 4% currently. These factors have led to a huge spike in the cost of utility bills and created a general cost of living crisis. The public and businesses are rightly concerned, and are cautiously curtailing their leisure spending.

What a comfort it would have been if our politicians had reacted responsibly with the countries best interests at heart. Instead, the country could only watch on while the government imploded, union strikes continued unresolved, and the hospitality recruitment crisis remained with ever dwindling resources.

Despite all of these issues, in typical stoic British fashion, operators over the past few years have persisted with the business of running hotels, offering great service and value to their customers. Frankly, the hotel market has taken the blows and remains resilient.

I spend my days meeting hotel owners and discussing potential hotel acquisition opportunities and possible disposals. Owners accept that the majority of the country are in a similar position, and just want to continue running their businesses. Margins have been hit by a plethora of factors, but trading has remained robust for well-run establishments, and we have not seen a significant large number of distressed sellers.

Unsurprisingly, new hotel development is experiencing

the double blow of increased construction costs and higher funding costs, resulting in less viable new hotel development schemes.

However, demand for well-priced existing hotel assets in good locations remains robust and perhaps now is the time to seize such opportunities. For example, we were recently instructed to act on one such opportunity near Cambridge. The owner is looking to diversify their business interests and have instructed Guildprop (jointly with Knight Frank) to dispose of their hotel and historic coaching inn, known as The Red Lion and Holiday Inn Express. The estate has been held by their family for around 45 years and is located adjacent to Duxford train station.

The property unusually offers expansion and development opportunities, along with an existing modern 73 room Holiday Inn Express hotel and adjacent historic 18 room coaching inn, with extensive F&B and car parking facilities. The property is priced at £11.25m and represents an exciting opportunity for the right purchaser and we have been positively encouraged by the initial interest.

Despite market conditions I firmly believe that the trading market and hotel sector will remain strong, whilst at the same time allowing some shrewd operators and investors a small window to pick up well placed, seldom available, hotel assets such as The Red Lion.

I remain optimistic about the sector and hopefully the wider economic issues will subside significantly during the course of 2023. guildprop.com

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