The Hotel Magazine April 2024

LIVE SPORT for your

Are you leading or are you lagging?

This April we find ourselves, once again, stepping into the bedroom but this time looking at the rise of smart hotel rooms. This is a notable trend in the hospitality industry driven by advancements in technology and the increasing demand for personalised and convenient guest experiences. Smart bedrooms integrate various technologies to enhance comfort, convenience, and efficiency for guests. In the piece, we look at how this movement provides hoteliers with opportunities to improve operational efficiency and differentiate their offerings.

Opening the business-led edit, and Essential 5 feature highlights five ways to stay up to date with business trends surrounding hospitality, making for a perfect introduction to our feature which hones in on the understanding and adaption to changing travel trends where we offer insights for Hotel Managers, with help from industry giants.

A unique thought leadership piece from Chris Turner, Hospitality Business and Executive Coach, reveals the essential role of business coaching in bridging the skills gap in the hospitality industry as well as the regular column from UKHospitality complete the business focus.

Our regular features including insightful Industry Updates and Hotel of the Month are ones not to be missed, and, as ever, we look forward to hearing your thoughts on another edition of Hotel Magazine.

CONTENTS

14

6 INDUSTRY NEWS

The best spot to find out about the hospitality sector’s latest industry events, news and advances.

13 THE BEDROOM

15

As smart hotel bedrooms are on the rise, we ivestigate how technology is transforming hotel bedrooms, with commentary provided by industry giants.

26 THOUGHT LEADERSHIP PIECE

As part of the wider bedroom focus, we share a short piece which leans on experts who reveal ‘The Power of a Mattress’ and the effects of choosing a reputable brand.

31 BUSINESS

16

Understanding and adapting to predicted changing travel trends, we share a plethora of insights for Hotel Managers with the help of industry experts.

38 UKHOSPITALITY

EDITOR

Jade Evans

jevans@cimltd.co.uk

32

EDITORIAL ASSISTANT

Ailsa Newgreen

ailsa@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

As a fantastic source of expert guidance and insight, we are delighted to share another guest column by UK Hospitality’s Kate Nicholls.

42 HOTEL OF THE MONTH

We head to the bustling capital city to step inside London’s Four Seasons Park Lane, as it features as our Hotel of the Month.

42

ACCOUNT MANAGER

Manjeet Griffiths manjeet@cimltd.co.uk

Tel: 01795 509 112

ADMINISTRATION MANAGER

Natalie Murray

admin@cimltd.co.uk

Tel: 01795 509 103

CREDIT FACILITIES MANAGER

Gwen Lee

creditcontrol@cimltd.co.uk

Tel: 01795 509 103

MARKETING MANAGER

Lucas Payne

lucas@cimltd.co.uk

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

Pan Pacific London Retains Coveted Forbes Five-Star Award and Receives Spa Award

Pan Pacific London, the luxury and multiaward-winning hotel has retained its coveted status as a Forbes Travel Guide Five-Star Awarded property for the third year in a row since opening its doors in September 2021. Forbes Travel Guide, the only global rating system for luxury hotels, restaurants, and spas, announced yesterday the recipients of its 2024 Star Awards, with Pan Pacific London having maintained the highestlevel accolade. Additionally, for the first time, Pan Pacific London has also received a Forbes Four-Star rating for its stellar wellbeing offering on its dedicated SENSORY Wellbeing floor.

Anne Golden, VP Operations, UK & North America and General Manager, Pan Pacific London commented, “We are thrilled that Pan Pacific London has retained this prestigious Forbes Travel Guide accolade for a third year running and to have been awarded four-stars for our SENSORY Wellbeing floor. To be acclaimed amongst the very best in the industry is a testament to our incredible

Wteam and their commitment to service; they go above and beyond for every guest to ensure a seamless experience across every touchpoint.”

Since its debut, Pan Pacific London has continued to establish itself as a leading luxury hotel in the market, bringing its signature Singaporean style and hospitality to the heart of the city. Taking innovation and understated luxury to unparalleled heights, Pan Pacific London comprises 237 rooms and suites, alongside its state-of-the-art SENSORY wellbeing floor and destination bars and restaurants. Providing a fivestar elevated experience, Pan Pacific London offers unparalleled hospitality for visitors to the capital and Londoners alike in the city.

These latest accolades are impressive additions to the hotel’s portfolio of awards and achievements including Hotel of the Year – Group 2023 at The Catey Awards and Hotel of the Year for 2022 and 2023 at the AA Hospitality Awards. To view the new Star Award winners, visit ForbesTravelGuide.com.

The Francis Hotel in Bath awarded Gold Green Tourism Award

e are delighted to share that The Francis Hotel in Bath, has been awarded a Gold Green Tourism Award, following their sustained engagement with the local community and an excellent performance in all areas of protecting and supporting staff and customer health and wellbeing. The award recognises and supports eco-friendly achievements of tourism businesses, and the Gold award stands as its most prestigious.

The hotel is immersed in the heart of a World Heritage Site, with plenty to explore on its doorstep. For example, the River Avon trail - a firm favourite for best walks in Bath - is easily accessible from The Francis Hotel. The hotel was first opened by Emily Francis in 1884, a leading entrepreneur of her time, who merged seven Georgian townhouses to form the property standing today. However historic it may be, the hotel has shown great initiative to pave a way for a greener future. This award has been a testament to some of their key initiatives introduced such as reducing energy use, minimising food miles, promoting biodiversity and adopting a smart, sustainable outlook from the top to bottom.

The Francis Hotel Bath is a wonderful cosy getaway, with a beautiful selection of rooms in close proximity to the centre of Bath, and a short walk away from some of

the city’s best attractions. Guests can rest easy knowing The Francis Hotel is an establishment dedicated to giving back to the local community.

Heritage hotel and wedding venue gives guests 21st century EV charging

Abbey House Hotel & Gardens has tied the knot with electric vehicle charging network Be.EV to install 10 EV charging bays at the grade II-listed luxury hotel and wedding venue.

The site is the largest ultrarapid charging hub on the Lake District’s south coast, and the chargers will be available to hotel guests, the general public, local businesses and NHS workers - all of whom can access them via the national Be.EV network.

The site contains two state-of-the-art Kempower ultra-rapid chargers and three fast chargers - a carefully considered mix to meet the local area’s increasing demand for EV charging.

The ultra-rapid Kempower chargers mean that drivers can charge their EV to 80% in as little as 20 minutes, whilst hotel guests who are staying on site overnight will benefit from access to the fast chargers.

Abbey House selected Be.EV as its EV charging

Hprovider due to the business’s all-inclusive support and unique design approach that respects the hotel’s stunning 1914 Sir Edwin Lutyens architecture.

The project comes at a time when less than 7% of the UK’s charge points are located in hotels, and with nearly half of EV drivers saying they wouldn’t stay at a hotel without an EV charger, Abbey House has placed itself at the forefront of the hospitality sector’s charging infrastructure rollout.

Be.EV will also provide ongoing maintenance of the chargers, which will ensure the site’s longevity and reliability.

Asif Ghafoor, CEO of Be.EV, commented, “Abbey House is a great example of the role hotels can play in the EV revolution, and we’re still in a time when hotels can be a first mover and reap the benefits. Guests and visitors now expect EV charging on site during their stay, and local people need convenient ultra-rapid charging facilities.”

Home2 Suites by Hilton Set to Make Debut in Western Europe

ilton (NYSE: HLT) have announced the signing of Home2 Suites by Hilton Dublin City Centre, signalling the market-leading brand’s debut in Western Europe, as part of a franchise agreement with JMK Group.

Home2 Suites by Hilton Dublin City Centre will be located only 100m from the vibrant O’Connell Street, home to the world-famous St. Patrick’s Day Parade. Offering easy access to Dublin’s main attractions, including Trinity College, Temple Bar and the harbour, as well as being close to the headquarters for major companies like Google and Facebook, the hotel is the ideal base for those wanting to immerse themselves in the capital’s rich heritage or thriving business scene.

The property will feature 290 rooms, including 214 king studio suites and 76 one-bedroom suites. Guests will enjoy signature Home2 Suites features and amenities, which are ideal for extended stays, including complimentary hot breakfast, flexible suite configurations with a full kitchen, multi-functional community spaces and combined fitness and laundry facility.

Patrick Fitzgibbon, senior vice president, development,

EMEA, Hilton, said, “We are excited to announce the debut of Home2 Suites by Hilton in Western Europe, marking a significant milestone for the brand as it gains momentum in the region. As we explore opportunities for further expansion, the growing demand for extended stays presents an exciting opportunity to cater for the evolving needs of travellers in the region.”

With over 650 open hotels worldwide, the brand has emerged as one of the fastest growing in Hilton’s prestigious portfolio. Offering stylish and customisable accommodations designed to make travellers and their pets feel at home regardless of their length of stay, Home2 Suites by Hilton Dublin City Centre will also feature the brand’s trademark amenities.

THE BEDROOM

CENTRE OF ATTENTION

Positioning the bedroom at the forefront of your hotel’s marketing strategy is crucial for attracting guests and ensuring their satisfaction. As part of the bedroom-centred editorial, we share five effective ways to achieve this.

1

HIGHLIGHT UNIQUE FEATURES

Showcase the unique features and amenities of the bedrooms in your hotel. This could include luxurious bedding, panoramic views, themed décor, smart technology, or special touches like complimentary snacks or personalised welcome notes. Use high-quality images and descriptive language to emphasise what sets your bedrooms apart from competitors and this will lead consumers more inclined to book based on how well you present your offering.

3FOCUS ON COMFORT AND QUALITY

Emphasise the comfort and quality of your bedrooms in all marketing materials. Highlight features such as premium mattresses (naming the brand), high-thread-count linens, blackout curtains, soundproofing, and ergonomic furnishings. Use guest testimonials or reviews to reinforce the idea that your bedrooms provide a restful and rejuvenating experience so that potential guests can hear it from the horse’s mouth.

2

CREATE COMPELLING PACKAGES

Develop attractive packages that centre around the bedroom experience. This could involve romantic getaways, relaxation retreats, business traveller essentials, or family-friendly accommodations. Tailor these packages to different target markets, different seasons and promote them through various channels, highlighting the comfort and convenience of your bedrooms.

4

TELL A STORY

Create a narrative around the bedroom experience to evoke emotions and capture the imagination of potential guests. Use storytelling techniques in your marketing content to paint a vivid picture of what it’s like to stay in your bedrooms. Whether it’s a cosy retreat in a bustling city or a tranquil oasis in the countryside, weave a compelling story that resonates with your target audience. If you have a venue rich in history, you could tie in these facts to the story to elevate the picture.

5OFFER PERSONALISED EXPERIENCES

Tailor the bedroom experience to the preferences and needs of individual guests. Offer customisation options such as pillow menus, room scent selections, or personalised amenities. Use guest data and preferences to anticipate their needs and provide a personalised touch that makes their stay memorable. Highlight these bespoke experiences in your marketing to showcase the attention to detail and commitment to guest satisfaction.

SMART THINKING

Delving into the rise of smart hotel bedrooms, we investigate how technology is transforming hotel bedrooms, from smart lighting and temperature control to voice-activated assistants and enhanced connectivity.

In the ever-evolving landscape of hospitality, hotels are continually seeking innovative ways to enhance guest experiences. One area witnessing significant transformation is the hotel bedroom. From the integration of smart technologies to personalised services, the modern hotel room is undergoing a digital revolution aimed at catering to the needs and preferences of today’s tech-savvy travellers.

Gone are the days of traditional light switches and manual thermostats. Today, guests expect hotel bedrooms to be equipped with smart lighting and temperature control systems that offer guests greater control and customisation over their environment. Whether it’s

adjusting the brightness of lights or setting the room temperature to their desired level, guests are now keen to tailor their surroundings to suit their preferences with a simple touch or voice command.

The rise of voice-activated assistants, such as Amazon’s Alexa and Google Assistant, has found its way into hotel bedrooms, offering guests a seamless way to access information and services. From requesting room service to controlling in-room amenities, voice commands empower guests to navigate their stay with ease, creating a more convenient and intuitive guest experience.

In today’s hyper-connected world, guests expect seamless connectivity and access to entertainment options

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Backed by science

We understand the science of sleep and the importance of getting a good night’s rest. Our in-house sleep scientists are continually researching and innovating to make sure your guests get the sleep they need to start the day right.

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“This integration enhances the overall smart bedroom experience, providing users with greater control over their environment.”

during their stay. Although there once was a time that Netflix in a hotel room felt like a treat for consumers, now it is merely an expectation and often a necessity. Hotel bedrooms are equipped with high-speed Wi-Fi, allowing guests to stay connected across multiple devices. Furthermore, smart TVs with streaming capabilities provide guests with access to a wide range of entertainment content, including movies, music, and streaming services, ensuring a fulfilling and enjoyable stay.

Advancements in data analytics enable you to gather valuable insights into guest preferences and behaviours, allowing for personalized experiences tailored to individual needs. By leveraging data-driven technologies, such as

guest profiling and predictive analytics, you can anticipate guest preferences and anticipate their needs, creating memorable and customised stays that foster guest loyalty and satisfaction.

Scent plays a vital role in creating a cosy, inviting, and personalised atmosphere within the bedroom and a hotel in general. Whether it’s promoting relaxation, improving sleep quality, elevating mood, or enhancing romantic ambiance, incorporating pleasant scents into the bedroom environment can offer a wide range of benefits for overall wellbeing and comfort.

Eco Scent offer a Bluetooth Barrel Scent Machine, now wireless, which contributes significantly to the growing

trend of smart bedrooms by enhancing the overall ambiance and sensory experience while aligning with ecoconscious principles.

“The wireless functionality of Eco Scent’s Bluetooth Barrel Scent Machine adds a layer of convenience to the user experience. Without the need for cumbersome wires or power outlets, users have greater flexibility in where they place the device within their bedroom,” said John Mendes, Marketing Manager at Eco Scent.

By leveraging Bluetooth technology, Eco Scent’s device can seamlessly integrate with existing smart home ecosystems. John said explained how users can control the scent machine through their smartphones or other compatible devices, “Allowing for effortless customisation and scheduling of scent profiles. This integration enhances the overall smart bedroom experience, providing users with greater control over their environment.”

Wireless functionality often translates to improved energy efficiency. With Eco Scent’s Bluetooth Barrel Scent Machine being wireless, it can operate on battery power or low-energy consumption modes, reducing overall energy consumption compared to traditional wired devices.

“This aligns with the eco-conscious ethos of many consumers looking to minimise their environmental footprint,” finished John.

Siemlus is at the forefront of the ever-evolving hospitality technology sector, leading the charge in innovation, design, and deployment of cutting-edge smart room automation solutions. Redefining the guest experience, smart hotel bedrooms seamlessly integrate advanced technology to deliver unparalleled convenience, personalisation, and efficiency.

Greg Marshall, Managing Director at Siemlus explained,”Through Room.io and Hoteza solutions, guests can enjoy effortless control over room features and seamless communication.

“Key features of these solutions include IoT devices for temperature, lighting, and entertainment control, elevating guest comfort and satisfaction to new heights. Automation simplifies processes such as check-in/check-out and access to hotel amenities via digital platforms, ensuring a hassle-free stay for guests.”

Greg believes that smart bedrooms play a crucial role in promoting sustainability by optimising resource usage, reducing energy consumption, and minimising operational costs for hoteliers and said. “Despite facing challenges such as initial investment, interoperability issues, cybersecurity concerns, and staff training needs, the benefits are clear.

“For tech-savvy travellers, smart rooms offer familiar digital amenities like high-speed Wi-Fi, charging stations, and voice-activated assistants. Personalisation is a key focus, with tailored experiences crafted based on guest data to enhance overall satisfaction.”

Integration with other hotel systems is effortless, enabling real-time data exchange for services such as bookings and room service. Greg explained with emerging trends in the industry including AI-powered virtual assistants, biometric authentication, IoT sensors, and immersive technologies like augmented reality, this massively reflects the evolving preferences of guests.

“As the industry evolves, we’re committed to elevating guest experiences at Siemlus. Hoteza and Room.io stand

“Personalisation is a key focus.”

out as the premier choice for smart room automation and digital guest engagement, aligning perfectly with our vision for cutting-edge hospitality,” Greg finished.

The transformation of hotel bedrooms through technology represents a paradigm shift in the hospitality industry, where innovation is driving enhanced guest experiences and redefining the standards of luxury and convenience. From smart lighting and temperature control to voice-activated assistants, hotels are leveraging technology to create immersive and personalised stays that cater to the evolving needs and preferences of today’s discerning travellers. As technology continues to advance, the possibilities for enhancing the hotel bedroom experience are limitless, promising a future where comfort, convenience, and connectivity converge to elevate the art of hospitality.

CUTTING-EDGE SLEEP PRODUCTS

Ensuring the comfort of guests is crucial, and Simba’s advanced products deliver unparalleled sleep quality to even the most discerning of sleepers.

As the ‘world’s most 5-star rated mattress brand’, the sleep tech company has amassed over 250,000 five-star reviews and 60+ industry awards thanks to a culmination of in-depth research from over 10 million sleepers, cutting-edge technology, and an unwavering dedication to the perfect night’s rest.

Simba’s Contract Mattress Collection is specifically designed for hospitality and seamlessly blends Simba’s award-winning, layered Hybrid® sleep technology, comfort and performance to create an unbeatable sleep experience for every guest.

Made up of three distinct models offering incredible upper comfort layers and supportive base layers; the Simba Pro Contract, Simba Luxe Contract, and the Simba Green Label Contract, share common features that dynamically adjust to the sleeper’s body, offering personalised support, proper spinal alignment, superior temperature regulation and pressure relief, with additional cushioning for the shoulders and lower back - all while minimising motion transfer.

The Pro Contract and Luxe Contract mattresses are designed to provide exceptional comfort, support, and temperature regulation. Each component of the Pro Contract and Luxe Contract mattresses is meticulously chosen and engineered to work in harmony - from the two CertiPUR® foam layers, the graphite-infused Simbatex® layer, Simba’s patented titanium alloy Aerocoil® springs and the SupportCore™base - that, when all combined, highlight what sets these mattresses apart in being able to offer a tranquil sleeping environment for guests.

The Simba Green Label Contract offers a reduced carbon footprint versus traditional Hybrids and uses a blend of patented mattress tech with natural, recycled and biodegradable materials.

This includes a 100% recyclable polyester knitted fabric surface and a graphite-infused comfort layer made with perforated natural latex, which offers increased breathability, as well as luxurious support and pressure

distribution. It also features a 100% recyclable polyester comfort layer that aids airflow and discourages dust mites, a recycled base layer, and includes 1000 Aerocoil® micro springs, an edge-to-edge SupportCore™ base, and four breathable vents on each side of the mattress.

For the full experience, Simba pillows and duvets feature Stratos® heat control technology to optimise the comfort of the sleeper, and include Simba Renew Bio™, an airy, cloud-like material made from recycled PET bottle fibres.

Whether it’s for private rentals, serviced apartments, or luxury resorts, Simba’s choice of mattresses and harmonious range of sleep products effortlessly adapt and cater to all types of budget and accommodation, regardless of scale. Simba’s end-to-end service also ensures a smooth experience, from consultation and design delivery, to mattress disposal and recycling.

Additionally, every Simba Contract mattress adheres to strict CRIB 5 fire regulations according to the UK Fire Regulations Act of 1988, allowing both hoteliers and guests to sleep soundly on Simba’s commitment to safety, comfort, and wellbeing.

Find out more about Simba’s Contract mattress credentials and the exciting collection by emailing wholesale@simbasleep.com

Rest easy with Simba

We’re experts in the science of sleep, and over a million customers have already trusted us to give them the best night’s sleep they’ve ever had. TOP

SHAPING THE INDUSTRY

The evolving tapestry of traveller preferences has seen a significant shift in hotel design, with sustainability, wellness and functionality taking centre stage. Here, Carolyn Mitchell, Sales and Marketing Director at Hypnos Contract Beds, delves into the trends poised to transform the hospitality sector.

Sustainability

Sustainability within hospitality is fast becoming common practice, as travellers become more attuned to the environmental credentials of their stay and expect more green practises. As such, hoteliers need to invest in designs crafted from natural, recyclable, and sustainable materials –as is the case for all Hypnos products – to help reduce their environmental impact and minimise waste.

Localisation is also key, which means brands need to be proactive in helping the community address local issues and should prioritise working with local suppliers who promote fair working conditions and share their values. For example, Hypnos proudly works with Red Tractor assured farms to source traceable and certified British wool.

Guests are narrowing in on every aspect of their stay, from where the food that shapes the menu is sourced to who made the hotel décor and under what conditions, signalling a healthy expectation of transparency.

Wellness

While conversations around wellness have been going for quite some time, it’s no longer enough for hotels to offer wellness as an add-on; they need to embrace it by offering a more holistic approach, with a specific focus on enhanced sleep. Notably, The Global Wellness Institute predicts a 21% annual increase in the wellness tourism industry.

A quiet luxury scheme conducive to sleep is one way hotels can lean into this trend. Premium mattresses outfitted with support and temperature control, pillow menus, and circadian-friendly lighting are just some of the features guests expect. In-room white noise is also an emerging trend, driven by the nearly 10% of travellers who travel with a white noise machine.

Quiet luxury embodies understated elegance, favouring high-quality materials, craftmanship and attention to detail. Now more than ever, guests want spaces that exude

warmth and tranquillity, with designs that consider the impact on the environment. Therefore, as the threads of sustainability become interwoven with wellness, it makes sense for brands to prioritise bespoke, ethically made products designed to deliver a restful night’s sleep.

Functionality

While aesthetics is a crucial aspect of hotel design, functionality is equally important. Creating a functional, stylish design that’s practical, easy to maintain, and caters to guests’ needs is of the utmost importance.

No longer is the classic bed-table-wardrobe combination enough to make a hotel room inviting, guests expect thoughtful additions to elevate their experience. A sofa next to the bed, a creative office space for business travellers, and extra storage for personal belongings are just some of the key ingredients.

“Products designed to maximise room occupancy and minimise housekeeping without compromising on comfort or style, such as the newly launched Hypnos Sofa Bed and Upright Bed, can also help to revolutionise hospitality by offering unparalleled convenience for guests while enhancing operational efficiency for businesses.

COMFORT IS KEY

As part of our Bedroom focus, this short piece leans on experts, who reveal ‘The Power of a Mattress’ and the effects of choosing a reputable brand.

In the world of hospitality, every detail is meticulously curated to provide guests with an unforgettable experience. From the decor to the amenities, hotels strive to create an atmosphere of luxury and relaxation. Yet, amidst the lavish furnishings and impeccable service, there lies an unsung hero that often goes unnoticed – the humble mattress.

While it may seem like a mundane component of a hotel room, the mattress holds a profound power over the quality of sleep and overall satisfaction of guests. Its significance cannot be overstated, as it serves as the foundation upon which dreams are made – quite literally.

Carolyn Mitchell, Sales and Marketing Director at Hypnos Contract Beds, explained that, while conversations around wellness have been going for quite some time, it’s no longer

enough for hotels to offer wellness as an add-on. She said, “They need to embrace it by offering a more holistic approach, with a specific focus on enhanced sleep.

“A quiet luxury scheme conducive to sleep is one way hotels can lean into this trend. Premium mattresses, outfitted with support and temperature control, pillow menus and circadian-friendly lighting are just some of the features guests expect,” added Carolyn.

Quiet luxury embodies understated elegance, favouring high-quality materials, craftmanship and attention to detail. Now, more than ever, guests want spaces that exude warmth and tranquillity, with designs that consider the impact on the environment. In line with this, Carolyn said, “Therefore, as the threads of sustainability become interwoven with wellness, it makes sense for brands to

prioritise bespoke, ethically made products designed to deliver a restful night’s sleep.”

Along with luxury, sustainability within hospitality is fast becoming common practice, as travellers become more attuned to the environmental credentials of their stay and expect more green practises. As such, Carolyn believes that hoteliers need to invest in designs crafted from natural, recyclable and sustainable materials. She tells us, “this is the case for all Hypnos products – to help reduce their environmental impact and minimise waste.

“Hypnos proudly works with Red Tractor assured farms to source traceable and certified British wool. This creates a powerful impact on the quality of sleep for the guest, not just with regards to comfort, but knowing the positive good for the British wool industry and the planet,” finished Carolyn.

Keri Blunden, Wholesale and Contract Sales Manager at Simba Sleep, sees that there are many ways to give guests the wow-factor but only one that they can really feel: the mattress.

“A comfortable mattress is an essential part of the guest experience, and one that can alleviate pressure points and promote deep, quality sleep can be revelatory. Waking feeling rested, refreshed and in a good mood is one way to secure a repeat reservation,” Keri explained.

As every guest is unique, Keri advises hoteliers to look for mattresses that offer balance, support and cushioning for all body shapes and sleep positions, so that guests feel

relaxed and comfortable all night long.

“They also need to be durable and made to last, using high-quality materials that can withstand regular wear and tear, and resistant to dust, mites, mould and other allergens to ensure guest health and wellbeing.

“In a competitive industry, a premium mattress can be a point of difference that can provide both a unique offering and reassurance to hotels and guests, especially when it’s from an award-winning brand that marries tech innovation, superior comfort and sustainability, a proven track record of high customer satisfaction, and complies to all fire, safety and industry regulation standards,” Keri finished.

The significance of a mattress in a hotel cannot be overstated. It serves as the foundation of guest comfort, playing a pivotal role in ensuring a restful and rejuvenating stay. A high-quality mattress not only enhances the overall experience of guests, but also contributes significantly to their satisfaction and loyalty. Beyond mere comfort, the mattress influences guests’ perception of the hotel’s attention to detail, hygiene standards and commitment to their wellbeing. Investing in premium mattresses demonstrates a dedication to providing exceptional hospitality and fosters positive word-of-mouth marketing. In essence, the power of a mattress in a hotel lies in its ability to create memorable experiences, forge lasting impressions and, ultimately, drive the success of the establishment in a competitive industry.

A UNIQUE SOLUTION

With wellbeing now centring the offering of many hotels, this exclusive piece shares details on MATIS, a Parisian brand par excellence, one that has built its success on its French art of care, its unique personalised treatments and its institute experience.

For over 85 years, MATIS has been creating professional, tailor-made beauty treatments that combine product technicality and the art of movements. MATIS Paris is a contemporary brand with a traditional synthesis. A brand that has successfully evolved with trends but always maintained its character and ethos.

MATIS has built its success on its French art of care, its unique personalised treatments and its institute of experience. Founded in 1936 Doctor Mavromati a pharmacist who was an expert in ingredients and formulations created his own laboratory. He discovered that products became more effective when combined with a holistic approach to skincare. As a pioneer, he understood that chemistry and science alone were not enough and for a product to work effectively it needed to be combined with sensory and emotional aspects.

MATIS formulas are highly concentrated, offering fast results and emphasising on most potent active ingredients (such as Hyaluronic acid, Vitamin C and AHAs) as well as the most precious (such as Caviar). Textures that give pleasure reflect French epicurean tradition. Combined with the beauty therapist, they offer the most receptive treatment conditions, for visible and lasting results. When combined with professional treatments they offer the most outstanding visible and lasting results. MATIS offers formulas adapted to every type of skin problem.

The MATIS treatment menu is the perfect mirror of the Answers in Solution. MATIS expertise has been at the heart of the cabin, creating professional, tailor-made beauty treatments. A range of bespoke treatments dedicated to global beauty, providing a solution for each skin type, in accordance with the needs of today’s clients.

Entering the world of MATIS treatments is like entering the luxurious world of a Parisian apartment, where the work of materials and the art of French refinement reign. The treatments reflect this image: a perfect balance between technique and sensoriality, where exclusive

textures and active ingredients are combined with new manual techniques inspired by facialism. Together, they provide exceptional receptivity and visible efficacy from the very first treatment.

When you compare MATIS to other skincare companies you will see a brand that cares about what goes into their products, a brand that is constantly evolving to ensure it is up to date with knowing and delivering what the consumer is looking for. You also get a brand that is multi-functional, diverse, easily combined to create bespoke treatments and personalised plans for your guests. The technology behind the brand ensures a deliverance through holistic application that cocoons every single client, every single time.

French Beauty Expert business support is on always available with a friendly team that works alongside our accounts as a big family. Offering marketing support in the form of videos, images, social media etc. Motivational challenges, workshops and educational events. Allocated Business Managers dedicated to your business and much more.

matisparis.co.uk

BUSINESS

STAY IN THE LOOP

In order for hotels to remain competitive and innovative, staying up to date with business trends is crucial. Here, we share five effective ways to stay informed on tendencies within the hospitality sector.

1INDUSTRY PUBLICATIONS AND WEBSITES

Subscribing to industry-specific publications, magazines, newsletters and websites that focus on hospitality business trends will help to give you a head start. These platforms often provide insightful articles, analysis, case studies and interviews with industry experts that will allow you to stay ahead of the curve and work in line with it. We pride ourselves on being a great example of this, and strive to help our readers ensure they remain relevant in what is a competitive industry.

3

FOLLOW THOUGHT LEADERS AND INFLUENCERS

Stay connected with influential figures and thought leaders in the hospitality industry by following them on social media platforms like LinkedIn, Twitter, and Instagram. Many industry experts regularly share insights, news and opinions on current trends, challenges and opportunities shaping the sector, and there may even be the possibility to get involved.

5

2

ATTEND INDUSTRY EVENTS AND CONFERENCES

Participate in relevant conferences, trade shows and networking events within the hospitality sector, and ensure you get dates for these in your calendar ahead of time. These gatherings offer opportunities to learn about emerging trends, best practices and innovative technologies first-hand. Additionally, they provide valuable networking opportunities with industry peers and thought leaders, which will all have a positive effect on your strategy.

4

JOIN PROFESSIONAL ASSOCIATIONS AND GROUPS

Become a member of professional associations and online groups dedicated to the hospitality industry where you all share likeminded opinions and passions. These organisations often provide access to industry reports, webinars, workshops and forums where members can discuss and exchange ideas about the latest trends and developments within the sector.

CONTINUOUS LEARNING AND EDUCATION

Despite where you are in your career in hospitality, there’s never any harm in continuous learning. Invest in ongoing education and professional development programmes related to hospitality management and business trends. Consider enrolling in online courses, workshops or certifications offered by reputable institutions and organisations to further your knowledge, keeping in mind that the hospitality industry is a fast-paced one. Platforms like Coursera, Udemy and LinkedIn Learning offer a wide range of courses covering various aspects of hospitality management and industry trends.

STAYING RELEVANT

With help from experts, we offer insights for hotel managers as we look to understanding and adapt to changing travel trends.

In today’s rapidly evolving world, the travel industry is continuously shaped by an array of factors ranging from technological advancements to global events and shifting consumer preferences. For hotel managers, staying ahead of these changes is crucial to not merely surviving but thriving in an increasingly competitive market. This feature aims to provide a comprehensive introduction to the dynamic landscape of travel trends and to offer valuable insights for hotel managers looking to understand, and adapt to, these changes effectively.

As we know, travel is being increasingly influenced by climate change, and a growing number of people are seeking to explore cooler countries during summer months. In line with this, Rosalind Chan, Director of Marketing at Zien Group, explained how there is a

noticeable surge in the interest of travellers towards sustainable and eco-friendly options. She said, “The increasing popularity of slow travel indicates that train journeys will witness growth in the next five years. This trend presents a significant opportunity for us, particularly as our hotels are strategically situated in major Dutch cities, easily accessible by train from both Europe and the UK.”

Another huge trend that we are seeing present in a plethora of sectors, including hospitality, is the rise of technology – something that is massively influencing travel behaviour across the globe. The rise of technology has significantly impacted travel behaviour, shaping the way travellers plan and book their journeys.

Rosalind has noticed how there has been a shift in booking patterns, with an increasing number of travellers

“Hotels can capitalise on this trend by incorporating tech-driven strategies into their operations.”

choosing a shorter lead time between booking and their arrival date. “This signifies a departure from traditional peak booking months, as people now make bookings more spontaneously, reflecting a trend of on-the-go travel planning” she commented.

At Zien Group, they have responded to the increasing demand from travellers using online platforms, apps and social media to facilitate a seamless guest experience. “We acknowledge that engaging in communication via online platforms has become a daily routine for our guests. Therefore, we consistently interact with them through our direct chat function on our online property management system and via Instagram,” added Rosalind.

The tailored and flexible approach from Zien Group is both convenient and efficient, providing guests with paperless options and direct communication with the team, who can offer support whenever needed.

Rosalind explained how their hotels feature digital keys, initially introduced at their boutique townhouse Jan Luyken Amsterdam. She tells us, “This is now implemented in almost all our Eden hotels. This allows guests to check-in online, skip the queue and proceed directly to their room.”

Altan Buyukgiray, General Manager at Marrable’s and The Zetter Clerkenwell, believes that developing a user-friendly mobile app can enhance the guest experience. Such apps can offer mobile check-ins, digital room keys and in-app concierge services. “This not only adds convenience, but

also aligns with the growing preference for contactless interactions,” added Altan.

With social media platforms playing such a crucial role in travel inspiration and decision-making, Altan encourages hotels to leverage these channels for marketing, customer engagement and user-generated content in line with this demand for technology.

Altan continued, “Encouraging guests to share their experiences on social media can enhance the hotel’s online reputation, as can the introduction of smart room features. Implementing smart room technologies, such as IoT devices and voice-activated assistants, can enhance guest comfort and satisfaction.”

Altan revealed that he finds it “fascinating” how the landscape of the hospitality industry has been evolving rapidly over the past couple of years. From travel preferences to technology being more present, from the impacts of COVID-19 to the importance social media now plays in our marketing… it is undeniably thought-provoking for our ever-evolving sector.

Take the undeniable change that COVID-19 had not only on the hospitality industry, but on the world in general. The COVID-19 pandemic has had a profound impact on travel trends, fundamentally altering how people approach and experience hospitality. Altan explained that the most immediate change following this has been a heightened focus on health and safety.

“Travellers are now prioritising destinations and accommodations that adhere to rigorous cleanliness standards and provide transparent information about their hygiene practices. This can also be said for sustainability. In recent years, there has been a focus on green travel, inspiring a growing awareness and preference for eco-friendly and socially responsible travel. Travellers are seeking accommodations and activities that had minimal environmental impact and supported local communities. The demand for eco-friendly accommodations, such as green hotels, eco-lodges and sustainable resorts, has surged. These establishments often implement energysaving practices, water conservation, waste reduction and the use of renewable resources,” Altan said.

Altan and Rosalind are in agreement saying, “The influence of technology on travel behaviour is undeniable, reshaping the entire travel ecosystem.” The widespread adoption of smartphones, the availability of high-speed internet and the emergence of innovative apps have empowered travellers with information, convenience and flexibility.

“As a result, hotels can capitalise on this trend by incorporating tech-driven strategies into their operations,” Altan finished.

When asked about current trends in travel preferences and how they are evolving, Linden Beattie, General Manager at Down Hall Hotel, Spa and Estate, revealed how he’s seeing an influx of travellers seeking to align themselves with a brand, whether a chain or independent venue, that they feel echoes their core values and purpose.

“At Down Hall Hotel, Spa & Estate, wellness is probably the quickest growing trend we have seen. Our clients, regardless of the reason for their stay, are looking for opportunities to look after their mental health. For some guests, this can be as simple as taking a walk around the hotel’s expansive grounds, for others it means offering breath work, sound bath, meditation or relaxing spa experiences.”

In general, across the globe, people are searching for meaningful experiences, and this is a trend that is particularly prevalent in the travel market. Guests seem keener to join in with new experiences, and aren’t afraid or embarrassed to try something new.

Linden noted how, when visiting an area, travellers want to be made to feel that they are gaining a true experience of not only the hotel and its amenities, but the destination they are visiting. “Looking at opportunities to collaborate with local attractions, as well as leaning into your local supply chain, can give you a huge competitive edge, all whilst supporting your local community,” he added.

The rise of sustainability in hotels has been a significant trend in the hospitality industry over the past decade. With increasing awareness of environmental issues and consumer preferences shifting towards ecofriendly practices, hotels around the world have been adopting various sustainability initiatives to reduce their environmental impact and attract environmentally conscious guests.

The team at room2 Hometels see that hotels can incorporate sustainability practices in a wide variety of ways and, at room2, they aim to inspire other hoteliers to make this a necessity.

“Hotels can start big with waste management and energy efficient systems, such as our 3-in-1 bins and ground source heat pumps, or look at smaller initiatives, such as sourcing products from B-Corp businesses and only using local suppliers for F&B, interior design and in-room amenities. For example, 100% of the loose bespoke furniture at room2 Chiswick was made 10 miles from site, and the newly opened room2 Belfast celebrates the best of local talent through working with a range of different Belfast-based designers,” the team commented.

Dimitris Manikis, President, Europe, Middle East, Eurasia and Africa (EMEA) at Wyndham Hotels & Resorts, sees that, when it comes to sustainability, while it may seem that it is the younger generations – specifically millennials and Gen Z – that have a greater sense of environmental awareness, the shift towards more eco conscious travel is something all generations are taking seriously.

“Guests, regardless of age, are now far more likely to re-use their towels and bed linen than in the past, and to expect their chosen hotel to take their environmental impact seriously. It’s therefore crucial that hotels are transparent with consumers about their sustainability credentials and take important steps to lessen their environmental impact.

“As well as working closely with the Sustainable Hospitality Alliance to build a more sustainable and inclusive future for our planet and its people, we have launched our own global sustainability programme, Wyndham Green, which requires hotels across our portfolio to improve energy efficiency, reduce emissions, conserve water, reduce waste and protect the biodiversity of their surroundings. This programme also provides guests with climate-related information about the hotel they’re staying in, and educates them on how to make more informed and sustainable choices during their stay.”

As part of any hotel’s efforts to be more sustainable, it’s hugely important for managers to engage all members of staff in any eco-friendly initiatives, to ensure that the whole team is educated on the business’s wider climate goals. Dimitris advises incorporating regular training and sharing relevant resources across the workforce to help equip employees with the knowledge and skills that they need to succeed, while also providing the opportunity to receive feedback which can be included in future policies.

With the ongoing trend of remote working, and more people choosing to work abroad, hotels need to adapt to these changing demands. Every room2 property promotes an environment suited to this flexible lifestyle, with spacious rooms each fitted with a kitchenette and separate living area to practice yoga, cook up your favourite dishes or work in private.

The team at room2 revealed how their public areas also provide a mixed-use space with an all-day cafe and area to both relax and work from. “Our Southampton property features a pantry, for guests to pick up necessary ingredients such as cereal, spices and other dry

ingredients,” added the room2 team.

Dimitris recognises how travel trends are constantly evolving and, in recent years, how the travel industry has had to adapt to the challenges of the Covid-19 pandemic and the current cost of living crisis, resulting in hotels across the globe implementing significant changes to their operations to keep on top of changing consumer behaviours.

“A key example of this is the rise in demand of mid-scale hotel stays, as value-for-money becomes an increasingly important consideration for travellers. While there is a continued demand for travel following the end of the pandemic, the rise in air travel costs, partnered with the everyday cost-of-living pressures that most individuals are facing, has meant that travellers are looking to stretch their money further whilst still enjoying experiences abroad.

“As a leading presence in the mid-scale segment, Wyndham Hotels & Resorts seeks to make travel possible for all, ensuring great value experiences that do not compromise on quality, appealing to 85% of the market for whom luxury accommodation is either undesirable or out of reach. We believe that mid-scale hotels are the future in key growth markets, such as the Kingdom of Saudi Arabia, the wider Middle East and Europe, with the development of more affordable hotels helping to make travel in these regions inclusive as opposed to exclusive.”

In a world where change is constant, hotel managers must embrace innovation and spontaneity to thrive in the competitive travel industry. By staying informed about evolving travel trends, harnessing the power of technology and prioritising sustainability and guest satisfaction, hotels can position themselves as leaders in the field.

A MISSED OPPORTUNITY

In this month’s business column, Kate Nicholls, Chief Executive at UKHospitality reacts to the Chancellor’s recent Budget.

It gives me no pleasure to declare the Chancellor’s recent Budget a damp squib as far as hospitality goes. Jeremy Hunt missed a big opportunity to show that he really does support hotels and the wider sector. The Budget presented him with a chance to accelerate our journey back to growth and profit, while unlocking hospitality’s massive potential as the industry best placed to lead UK economic recovery.

But instead of a rousing Budget speech, he delivered a cut-and-paste Budget, which simply maintains the status quo, acting as a drag on the financial upturn we all want.

The only remotely good news was the announcement that the Furnished Holiday Lettings (FHL) tax regime will be abolished from April 2025, removing the current incentive for landlords to offer short-term holiday lets. Coupled with the introduction of a mandatory short-term lets registration scheme, it’ll help level the commercial accommodation playing field.

A Budget for growth and an Autumn Statement for investment in the past year then, but both were off-target, failing to deliver their intended economic boosts.

We’re still waiting to see what sort of long-term impact January’s National Insurance cut will have. Will it boost consumer confidence and, in turn, generate growth? It’s too early to tell, but we hope that cut, combined with one coming in April, will deliver on both fronts.

Stimulating consumer demand is just one piece of the puzzle, though. The other is helping business, and we saw very little in the Budget that will make any meaningful difference.

Government must now adopt a different approach, and bear down on interminable rising costs forcing hundreds of businesses to close down, in turn taking away people’s livelihoods and, in many cases, depriving towns and villages of important community hubs.

Increases to business rates and to both the National Minimum Wage and National Living Wage in April will simply mean bigger bills for hotel operators, thus contributing to inflation, as hotels and other venues are forced to pass on these costs to their guests and customers.

Hotels joined the rest of hospitality in uniting behind UKHospitality’s calls for government to cut hospitality’s VAT rate, cap business rate rises and reduce employer wage costs. A lower VAT rate would drive economic growth, keep down prices and unlock investment in hospitality – an industry projected to grow six times faster than the rest of the economy.

Because when hospitality performs, the rest of the UK economy performs. Hugely frustrating, then, that the Chancellor completely failed to appreciate that when his shot at Budget glory misfired so badly.

Kate Nicholls Chief Executive UKHospitality

UNLOCKING POTENTIAL

The essential role of business coaching in bridging the skills gap in the hospitality industry, as told by

Chris Turner BSc (Hons), MSc, MIH, MCIEH CEnvH, FRSPH, CertIOSH, MIOA , Certified FocalPoint

Hospitality Business and Executive Coach.

In the fast-evolving landscape of the hospitality industry, hoteliers and leaders face a myriad of challenges, from navigating economic uncertainties to embracing technological advancements. Among these challenges, the skills shortage gap stands as a formidable obstacle, threatening operational efficiency and customer satisfaction. However, there’s a powerful solution at hand that is often underutilised: business coaching. Business coaching, with its personalised approach and emphasis on unlocking individual and team potential, is pivotal in addressing the skills shortage, retaining staff, and preparing for the future of technology in hospitality.

Filling the Skills Shortage Gap Through Coaching

The skills gap in the hospitality industry is a growing concern, exacerbated by rapid industry growth and evolving customer expectations. This gap not only affects service delivery but also hampers growth and innovation. Business coaching offers a strategic solution by identifying skill deficiencies and developing targeted training programmes. Coaches work closely with leaders and staff to foster a culture of continuous learning and improvement, ensuring that teams are not just competent but excel in their roles.

The Power of Retention: Investing in Your Team

One of the most significant benefits of business coaching is its impact on staff retention. In an industry known for high turnover rates, retaining skilled employees is crucial for maintaining service quality and institutional knowledge. Business coaching emphasises personal development and career progression, which are key factors in employee satisfaction and loyalty. By investing in coaching, hoteliers demonstrate a commitment to their team’s growth, making their establishment an attractive place to work and build a career.

Training and Education: Preparing for Tomorrow

The ever-changing nature of the hospitality industry demands that professionals not only keep pace but stay

ahead of trends and innovations. Business coaching plays a critical role in this aspect by providing tailored training and education programmes. These programmes not only cover current best practices but also prepare teams for future technological advancements. Whether it’s adopting new hospitality software or leveraging data analytics for personalised guest experiences, coaching ensures that your team is ready to embrace and exploit new technologies effectively.

Attracting Talent: The Appeal of a Coaching Culture

A strong coaching culture is an invaluable asset in attracting new talent. Prospective employees are increasingly looking for workplaces that offer more than just a salary; they seek environments that promise personal growth and learning opportunities. By highlighting a commitment to coaching and development in recruitment efforts, hoteliers can appeal to a wider talent pool, attracting individuals who are eager to grow and contribute to the success of the business.

The Future of Technology in Hospitality and Coaching

As we look to the future, the integration of technology in the hospitality industry will only deepen. From AI-driven customer service bots to IoT-enabled smart hotel rooms, technology promises to transform the guest experience. However, to leverage these technologies effectively, teams must possess the right skills and mindset. Business coaching is essential in preparing leaders and their teams for this digital transformation. Coaches can help bridge the digital skills gap, fostering a culture of innovation and adaptability

that embraces new technologies as tools for enhancing service and operational efficiency.

Making Coaching a Necessity, Not a Luxury

The benefits of business coaching in the hospitality industry are clear: from filling the skills gap to retaining and attracting talent, and preparing for the technological future. However, to reap these benefits, hoteliers must view coaching not as a luxury but as a necessity. It’s an investment in the most valuable asset any business has—its people.

By partnering with a business coach, hoteliers can develop a strategic approach to overcoming current challenges and seizing future opportunities. Coaching provides the support and guidance necessary to navigate the complexities of the hospitality industry, ensuring that your team is not just surviving but thriving.

In an industry as dynamic and people-centric as hospitality, the importance of continuous learning and development cannot be overstated. Business coaching offers a proven path to not only bridge the skills shortage gap but also to foster a work environment that values growth, innovation, and excellence. As hoteliers, investing in coaching is investing in the future success of your business, your team, and the industry at large.

For those ready to take the next step towards transforming their operations and preparing for the future, business coaching is the key. Together, we can unlock the potential within your team, creating a thriving environment that excels in today’s competitive landscape and is wellprepared for the technological advancements of tomorrow.

cturner@focalpointcoaching.com

christopherturner.focalpointcoaching.com

REINVENTING COFFEE

Founded by Amir Gehl, a coffee enthusiast with a vision to bring the finest coffees to discerning consumers, we share an insightful interview with the brains behind the brand to introduce our readers to a phenomenon that is Difference Coffee and how it can elevate the experience on offer at your hotel.

Introduce us to Difference Coffee and tell us how the brand was born.

Difference Coffee is a luxury coffee brand renowned for its exceptionally uncommon quality and unique approach to sourcing and roasting some of the world’s rarest and most exclusive coffee beans. What sets us apart is our focus on offering single-origin, specialty-grade coffees that are often sourced from award-winning estates.

The brand was born out of a passion for coffee which I developed in later life and a desire to elevate the coffeedrinking experience to unprecedented levels of quality.

The idea for Difference Coffee came after I observed the similarities between the worlds of fine wine and specialty coffee. Just as wine enthusiasts seek out the finest vintages from prestigious vineyards, I wanted to allow coffee lovers access to the best beans from distinguished coffee estates around the globe.

Coffee is the most widely consumed drink, with the

exception of water. I never used to like coffee, it always tasted burnt and bitter. After investing in a machine at home I kept trying it and my taste buds began to come around to the flavour, but when I would go to restaurants and buy coffee, I still felt like the capsules I was drinking at home were more enjoyable. I knew that capsules had many advantages but consumers were often put off the idea of coffee when they realised it came from a capsule. What people don’t understand is they don’t not enjoy the coffee taste because it’s from a capsule, it all lies in the bean.

I was curious about rare coffees like Jamaican Blue Mountain, but they were not available, even when I went to a fine dining restaurant or a fancy hotel. It seemed strange to me because, nowadays, in the UK, people drink more coffee than tea.

I wanted to be able to offer people something better, something more than the limited option of coffee that was available and this is how the brand came about – simple

hedonistic pleasure. The only problem I had was that I didn’t know anything about coffee, but this for me was an advantage; I asked questions.

After lots of trial and error, tasting coffees and using a one hundred point grading system which was developed by the Specialty Coffee Association together with the Coffee Quality Institute I was able to learn about the complexities, fragrances, aftertastes, body, balances and aromas surrounding coffee.

Since the launch in 2016, our brand has become the coffee of choice for afficionados, luxury hotels, Michelinstarred restaurants, and even royalty. Given the fact we hadn’t long launched before the COVID-19 pandemic, we worried that it would be a tricky time for us. When we went into the initial lockdown, we had an abundance of stock just sitting still, so we decided to send it out as gifts to all of the UK’s Michelin chefs to get the brand in their hands. It’s not until people try the products they can truly appreciate what we can offer and from then, it allowed us to really take off. We are now in one of four Michelin star restaurants. By offering an unparalleled selection of exceptional coffees, we aim to redefine the standards of luxury coffee worldwide.

You pride yourself on redefining the essence of specialty coffee, can you tell us about this?

The Essence of Specialty coffee is the coffee producer, the one that grows, picks, and processes the coffee, because in my view 90% of the taste comes from the farm, not from the roasting or the brewing. Sure, the roasting can be bad and the brewing can be bad and that will affect flavour, but really we are the custodians of the beans so to speak. So, for us, we advocate a return to fostering relationships with farmers rather than just making blends and telling others how great roasters we are. We take pride in the producers that we buy from and remain humble as much as possible.

How does the range present benefits to hoteliers and guests alike?

There are many benefits to both parties. For the guest, it’s about greater customer experience, greater choice, a selection of options, and a superior sensory experience overall. For the hotel, if they use it as an in-room amenity, they differentiate themselves from the mainstream and impress their guests, gaining greater loyalty. If they establish a coffee menu with different options, at different prices, they make their coffee programme extremely more profitable. Those who use our coffee in their cocktails can also charge a premium for the cocktail because of the superior beans etc.

How does the unique range fit into a hotel?

We fit into small boutique hotels, to large scale venues. Luxury experiences come in all shapes and sizes; our aim is to work with like-minded people. We focus on rare and limited-edition coffees to add an element of exclusivity to a hotel’s offering. Guests are intrigued by the opportunity to try unique coffees that they wouldn’t encounter elsewhere.

Hotels with restaurants or cafes can elevate their dining experience by serving Difference Coffee alongside or after their meals. Our coffees are so versatile that they can be woven into dishes too, for example, The Dorchester uses our coffee in one of their popular breakfast pastries. This

can complement the menu offerings and provide guests with a memorable culinary experience.

Hotels can offer Difference Coffee as part of their inroom amenities too, providing guests with a luxurious coffee option for their convenience and enjoyment.

Partnering with us can be leveraged in the hotel’s branding and marketing efforts. Highlighting the availability of exclusive coffees can attract a whole new audience and differentiate the hotel from their competitors.

Difference Coffee was marked as a Climate Positive company in 2020, certified by Earthly –what does this mean for you and your partners?

Sustainability is really important to us. Achieving Climate Positive status demonstrates our commitment to environmental sustainability for us as a brand as well as our partners. It’s an expectation now amongst potential partners and we will continue our efforts to reduce our carbon footprint.

PROVIDE THE PLAY WHILE THEY STAY

TNT Sports gives hotel guests even more reasons to enjoy their time with you.

There’s nothing like live sport to get customers from across the world collectively enjoying live entertainment.

Whether it’s a huge night of European football, the race for the Premier League, rugby union or cricket, there’s always something to bring sports fans to the bar.

TNT Sports has an outstanding offer of live sport throughout the week, to ensure customers always have a reason to take time away from their rooms and head to a more social setting in the hotel.

Midweek sport is a huge draw for sports fans, with 43% saying it is the main reason they will be tempted to go to a bar during the week*

Topping the bill is the unparalleled midweek football lineup with exclusive rights the biggest European competitions ¬– the UEFA Champions League, Europa League and the Europa Conference League.

It means guests from the UK and beyond can enjoy the biggest teams on the continent going head-to-head on Tuesdays, Wednesdays and Thursdays.

Add in 52 Premier League games a season, Serie A, Ligue 1 and the National League and there is a football offer for all – and that’s just to kick off with.

Guests at Britannia Hotels are being encouraged to enjoy the action in the bar with live TNT Sports.

The group which has around 60 hotels across England, Scotland and Wales has rolled TNT Sports out at more than half of the hotels in the estate.

Conor Georgiou, Head of Marketing, explained that the top quality live action is giving hotel guests a great reason to pay the bar a visit.

“We have it in the bar areas to provide some sports entertainment. For us it is a great way of getting people from their rooms, especially with the midweek European football – the Champions League, Europa League and Europa Conference League.

“It’s used to attract people to the bars and drive spend in those areas of the hotel – It elevates the level of entertainment on offer in our hotels.”

Once customers are in the bar with the game on, they are likely to spend more. According to KAM* research, 63% of

“We have it in the bar areas to provide some sports entertainment. For us it is a great way of getting people from their rooms, especially with the midweek European football.”

sports fans are likely to buy more beer when watching live sport. On top of that, one in five will buy more soft drinks and 14% are more likely to be tempted by a meal.

While live football is the biggest draw, Britannia hotels across the country also show domestic and European rugby union along with international cricket to keep customers entertained.

TNT Sports’ offer also includes rights to rugby union in the form of the Gallagher Premiership and the European Rugby Challenge Cup, huge UFC and boxing fight nights, the best basketball from the NBA, MotoGP and much more.

In addition, the international flavour of the sporting lineup appeals to a broad customer base, including domestic business customers and globe trotters.

Conor continued: “We have a lot of European travellers coming to us, so this is universally popular.

“We have a wide range of people watching it, so it’s very reflective of who is staying in the hotels.”

Staff at the hotels make the most of TNT Sports poster packs by displaying them to let customers know what’s coming up.

“The posters are very useful. We have clip frames all around the hotel, so we update those regularly with new fixtures and specific games,” added Conor.

“We use the packs that are sent to us and also create our own posters that we then print out.”

As well as sending out regular poster packs, customers can also benefit from TNT Sports’ wide range of customer support. This includes fixture planning and downloadable assets that can be used across social media.

Customers can even create bespoke assets and posters for their own business.

Britannia Hotels is just one of many hotel groups who have signed up to include TNT Sports as part of their package. Others include Leonardo Hotels, IHG & Accor, Marriott, Village and Whitbread.

Find out more about TNT Sports and how it could benefit your business by visiting www.tntsportsbusiness.co.uk/ hotels or call one of the team today on 0800 077 8323

*The Value of Midweek Sport in pubs, KAM, March 2023

MAINTAINING CREATIVE VIBRANCY

Hotel Magazine meets Richard Combes and Max Rumney, Co-Chairs of AVLA, to discuss about the newly launched audiovisual licence for the hospitality sector.

Please introduce AVLA to our audience and tell us what the company aims to achieve.

AVLA is a British not-for-profit collective rights management organisation. It was established by and represents the broadest and most varied community of creators of films, series, documentaries, cartoons and other audiovisual works.

AVLA represents tens of thousands of different creatives: producers, authors, directors, performers and visual artists.

AVLA’s mission is to facilitate the clearing of audiovisual rights by offering a centralised and simple licensing procedure. Moreover, it ensures that creatives are fairly rewarded for the use of their work. As a licensing agency AVLA is recognised and regulated by the UK government.

The AVLA licence enables hotels, hostels, aparthotels, B&Bs and other similar businesses to legally show in public TV channels containing audiovisual works -such as films, series, documentaries and other TV programmes- from AVLA’s repertoire. It covers TVs in bedrooms and in public areas of the premises, such as for example TVs at a hotel’s restaurant, bar or fitness areas.

What does the license cover and why do hotels need it?

AVLA’s licence covers a vast repertoire including hundreds of thousands of TV programmes and films. In addition, our licence brings together the rights of the different creator

groups involved in audiovisual production - producers, authors, directors, performers and visual artists. This unique collaboration ensures that licensing revenues are paid fairly and transparently to creative individuals and organisations, enabling them to invest time and resource in creating new content.

The AVLA licence is for a catalogue of works and rights not covered by other licensors. Our licence does not replace the licences of other parties and vice-versa.

UK and international law recognise that the creators of copyright-protected audiovisual content should be fairly compensated when their works are communicated to the public. The AVLA licence provides legal compliance for establishments that make available to their guests TV channels that contain the AVLA repertoire, thereby avoiding the potential for legal action in respect of copyright infringement.

What benefits can AVLA present to overnight stay venues?

The ability to show TV and film content, either within guest rooms or elsewhere on the premises, provides significant added value and benefit to venues which can be reflected in their customer offer.

When it comes to clearing rights, most operators struggle to navigate through the sometimes complex world of copyright. The AVLA licence helps accommodation providers to comply with legal requirements, facilitating clearing the rights to an extensive repertoire and to the rights of different categories of rightsholders all at once. AVLA’s simple and centralised licensing solution, relieves hoteliers of the burden of dealing with too many parties. Furthermore, by taking this licence venues are directly supporting the creative individuals and organisations responsible for producing current and future audiovisual content.

How easy is it for our readers to work with you? Can you tell us about the process?

Obtaining the AVLA licence is extremely easy and takes less than 5 minutes. Your readers can go to the website www.avla. uk and click on the section Get your licence. There are three steps to follow. Firstly: answer three basic questions about the establishment, such as number of bedrooms with TVs or public areas with TVs. Hoteliers can then opt to register establishments separately or under an umbrella account. The second step is to review the summary. Step 3: entering the contacts for billing and choosing payment method. Once the payment is credited, licensees receive an email with the confirmation and a link to download their certificate.

You’re offering discounted rates for hoteliers, can you tell us about this?

There are various discounts comprising: convenient seasonal concessions, discounts for small businesses and a special “early bird” mark-down for operators that take the licence by end of June 2024. It is worth noting that discounts are cumulative, meaning that certain operators could benefit from a reduction of up to a 30%.

Any final remarks?

We would like to point out that by taking the AVLA licence, hospitality businesses are directly helping to maintain a vibrant audiovisual sector in the UK. Almost all of the licence fees collected are passed on to the creatives we represent. AVLA is not-for-profit.

In an industry that normally operates on a project-driven basis, this contribution is key to ensure that the talent required for ground-breaking British content remains and can continue to make a significant contribution to the UK economy.

To learn more about AVLA and to get the licence, please visit www.avla.uk

MAXIMISING REVENUE

Maximise revenue from under-utilised hospitality parking spaces with JustPark.

In the dynamic world of hospitality, the uncertainty of generating consistent business revenue calls upon new channels that can maximise profits.

That’s where we come in. We’re JustPark, an award-winning pre-book parking app, and we want to transform the way you manage underutilised parking. Put simply, we’ll make your spaces visible to our 13 million drivers, maximising profits through renting out your underutilised parking spaces.

Join our growing portfolio of hospitality sector clients.

“We have worked with Just Park for around three years and have always found them very proactive and approachable. I would highly recommend them as a partner to enhance the revenue of parking spaces.” -

Stefanie Hardy,

General Manager, Park Plaza Hotel.

Who we are

With a vibrant team of about 80 individuals headquartered in the heart of Camden, London, we’ve been working in the parking sector for over 16 years. We take pride in being the UK’s favourite parking app, recognised with awards and earning a Trustpilot score of 4.5/5 from over 100,000 reviews.

Creating new revenue streams with JustPark

If your hotel’s parking lot often sits under-utilised, we provide the perfect avenue to change that. Our platform allows you to rent out your parking spaces to non-guests, ensuring you generate additional income. What’s more, these spaces can be dynamically made available based on your occupancy levels, ensuring you always optimise your inventory.

Managing occupancy effectively directly impacts your bottom line, transforming an idle asset into a lucrative revenue stream. Our pre-book parking platform empowers hotels to make the most of their parking spaces, creating a win-win situation for both guests and owners.

Data-Driven Insights with Luna

Understanding your parking performance is crucial for

strategic decision-making. Luna, our data dashboard, provides real-time insights into how much revenue your spaces are generating. This not only saves you valuable admin time but also empowers you to make informed decisions that enhance the overall efficiency of your parking management.

Enhance your guests’ experience

Working with JustPark isn’t just about tapping into new customers – it will also improve your guests’ experience when arriving. With your spaces listed on our site, your guests can pre-book a parking space, ensuring they have a space waiting for them on arrival.

Struggling to provide spaces for all your guests? No problem. We’ll provide you with a link showcasing spaces we have near your premise, allowing your guests to reserve a nearby space.

Whether you aim to streamline arrival experiences, overcome space constraints, or maximise revenue potential, we offer a comprehensive solution.

Embark on this parking revolution with us, and witness the positive impact it can have on your hotel’s bottom line and guest satisfaction. Your journey towards seamless parking experiences begins here – let JustPark be your guide to unlocking the full potential of your parking spaces. Email us: letschat@justpark.com

PEOPLE-LED LUXURY

The luxury Mayfair hotel, Four Seasons London at Park Lane, marks the heart – and the start – of the Four Seasons story. In an intimate conversation with Lynn Brutman, Regional Vice President and General Manager of Four Seasons Hotel London at Park Lane, we learn about the venue’s unique ethos and how the hotel continues to be positioned as a leader, despite the capital city being a competitive space for hospitality.

There are more than 120 Four Seasons properties and resorts across 43 countries globally. Four Seasons Hotel London at Park Lane opened in 1970 and Lynn proudly explained, “It was the first Four Seasons property built outside of Canada; we like to say we are the heart of Four Seasons and the start of Four Seasons. The hotel underwent a largescale renovation 11 years ago and Pavyllon London opened

just last year, we are always adapting and evolving.”

Boasting a unique ethos, Lynn said, “The team and I are deeply committed to the ethos that ‘luxury begins with people.’ At Four Seasons Hotel London at Park Lane, we firmly believe that it is human touch that elevates a guest’s stay from comfortable and enjoyable, to exceptional and unforgettable.

“The Four Seasons founder, Isadore Sharp, embraces The

Golden Rule - treat others how you wish to be treated - to capture the essence of Four Seasons service, and today the hotel continues to create a sense of home and belonging for guests through genuine moments of recognition, connection and personalisation.”

The venue’s dedication to this principle permeates every aspect of the hotel. From the warm greeting extended by attentive staff upon arrival to the personalised service provided by our concierges throughout each guest’s stay, the Four Seasons team prioritise creating meaningful connections with each and every guest.

Lynn believes that the team members are not just employees; they are ambassadors of Four Seasons hospitality, embodying our commitment to exceeding expectations and ensuring every guest feels valued and cared for.

“Our dedication to people extends beyond our guests, to encompass our employees, who are at the heart and soul of the operation. We foster a culture of respect and continuous learning, recognising that our team members are essential partners in delivering exceptional service.

“By placing a premium on human connection, personalised service and genuine hospitality, we create an atmosphere where every guest feels not just welcomed but truly cherished,” added Lynn.

With Four Seasons London Park Lane home to an array of outlets, to ensure that each department works coherently to offer faultless experiences to guests, Lynn revealed, “communication is key. All our teams are connected through daily briefings and strategic meetings. Some of the employees have been with Four Seasons for over 20 years; they are great ambassadors for teaching newer team members about our shared goal, allowing everyone to work together in harmony.”

At Park Lane the exceptional dining outlets are a huge draw for visitors and make the hotel a culinary destination in London. Lynn explained that they have returning guests visiting purely to experience the extraordinary

food offerings at the hotel and said, “which we think is extremely rare for a London-based property.”

The hotel is home to modern-French restaurant, Pavyllon London, led by Chef Yannick Alléno. Guests have the choice to dine in the restaurant or sit counter side for a Chef’s Table experience, with a front row seat to the magic of the kitchen’s theatre!

Bar Antoine, poignantly named after Chef Yannick Alléno’s late son, was explained by Lynn as “the beating heart of the Pavyllon London dining experience and is again a huge draw for guests wanting to experience a slice of luxury in the heart of Mayfair.

“I have worked with Four Seasons for over thirty years and Pavyllon London gaining a Michelin Star in February, just 6-months after opening is one of the greatest accomplishments we as a team have overseen.”

In order to get to this point, Lynn revealed that the unparalleled talent and expertise of the culinary team is central to the hotel’s success, “Under the expert guidance of Chef Yannick, our team is passionate about pushing the boundaries of culinary creativity and craftsmanship. Their dedication to perfection and commitment to excellence shine through in every dish they create.”

With the capital city being a competitive space for hospitality, Lynn explained that there are three main factors she believes helps ensures the venue stands out, “Unparalleled service, world-class amenities and luxury accommodations.”

To finish, we asked Lynn what another hospitality venue could learn from Four Seasons Park Lane as a successful hotel. She believes it’s really important that every property identifies its USP and champions that from the very start.

“In the case of Four Seasons, Isadore Sharp saw a gap in the market and had a clear vision for the brand. At Park Lane, we’re not trying to imitate another hotel; we know that what we offer is the very best service, personalised experiences with our people at the core of the hotel, and that is what our guests want, and return for.”

ON-DEMAND PAY

Archie Heaton is Head of Growth at Level and here reveals how Hilton & Village Hotels Boost Staff Retention With On-Demand Pay.

With inflation high and union strikes dominating the headlines, many employers are naturally worried about what they can afford to pay their workers. Despite good intentions, the current economic climate is making it almost impossible to match the expectations many workers have for pay rises. In the hotel sector, where staff turnover remains an enormous challenge, this mismatch is causing even greater concern.

However, what you pay is only part of the puzzlewhen you pay matters as well. By approaching this from a different angle, employers like Village Hotels and Hilton - as well as many other employers like Tesco, the NHS and Capita - are taking steps to reduce staff turnover and increase wellbeing by putting their employees in control of when they are paid.

On-Demand Pay is a new technology that enables workers to access some of their earned income anyday they need, rather than having to wait until payday. This provides a debt-free solution for dealing with unexpected expenses and helps solve personal cashflow issues.

Interestingly, many of the operators offering this service have almost eliminated unfilled shifts. While they haven’t increased their hourly rate of pay, by compensating overtime immediately, they have made the link between work and reward much clearer. This incentivises overtime with a more tangible reward, without increasing the wage bill.

Perhaps most innovatively of all, new technology now enables this in a way that doesn’t impact the payroll systems and cashflow of employers. Payroll simply runs as usual, and everything else is handled automatically by the On-Demand Pay provider.

With On-Demand Pay already commonplace in America and many British sectors like retail, in addition to its recent launch at hotel giant Hilton, the technology feels increasingly inevitable for hotel operators, both big and small. The hope is that, as well as supporting staff through this awful cost-of-living crisis, innovative technology like this might finally help crack the high turnover that’s plagued the UK hotel industry for decades.

www.levelft.com

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