AUGUST 2024
As the height of summer graces us with its warm embrace, for how long, I’m not sure, but we are thrilled to present an edition that delves into two pivotal aspects of the hotel industry: Facilities Management and Guest Experience. These twin pillars are essential in creating a seamless, enjoyable, and memorable stay for guests, and we have dedicated this issue to exploring the latest trends, strategies, and innovations in these areas.
Behind every flawless guest experience is a well-oiled machine of facilities management. This month, we shine a spotlight on the unsung heroes who ensure hotels run smoothly and efficiently. From sustainable practices to cutting-edge technology, our in-depth article and expert insights uncover the best practices that are setting new standards in the industry. Discover how predictive maintenance, energy management systems, and smart technologies are revolutionising the way hotel operations are managed, reducing costs and environmental impact while enhancing the overall guest experience.
In parallel, we dive into the art and science of guest experience. In an era where personalisation and attention to detail can make or break a hotel’s reputation, understanding the nuances of guest preferences is more crucial than ever. Our feature this month explores how you can successfully utilise feedback in order to provide greater guest experiences.
This issue also includes exclusive insights from industry leaders who share their visions for the future of hospitality as well as our much-loved regular pieces that sees Hampshire’s beautiful Lime Wood as our Hotel of the Month along with a plethora of unmissable Venue Profiles.
As we navigate through the dynamic landscape of the hospitality industry, it is clear that the synergy between efficient facilities management and exceptional guest experience is what sets remarkable hotels apart from the rest. We hope the insights and expert commentary in this issue inspire you to innovate, improve, and elevate the standard of hospitality in your own establishments.
JADE EVANS, EDITOR
EDITOR
Jade Evans jevans@cimltd.co.uk
EDITORIAL ASSISTANT
Ailsa Newgreen ailsa@cimltd.co.uk
PUBLICATION MANAGER
Declan Wale
dec@cimltd.co.uk
Tel: 01795 509 112
ASSISTANT MANAGER
Jazmine Davis
jazmine@cimltd.co.uk Tel: 01795 509 112
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
8 INDUSTRY UPDATE
The best spot to find out about the hospitality sector’s latest industry events, news and advances.
13 GUEST EXPERIENCE
With the help of expert commentary, we look at how you can successfully utilise guest feedback to improve hotel services.
32 RESTAURANT PROFILE
Showcasing the innovative CURA restaurant at Four Seasons Lisbon in an exclusive profile, we hone in on the exquisite dining the venue has to offer, where culinary artistry meets luxury.
34 HOTEL OF THE MONTH
Looking into the unparalleled luxury and charm that Lime Wood Hotel has to offer, we showcase the venue as our Hotel of the Month this August.
39 FACILITIES MANAGEMENT
Here we explore the innovative technologies that are being used in hotel facilities management to ensure the smooth running of a venue.
62 UKHOSPITALITY
As a fantastic source of expert guidance and insight, we are delighted to share another guest column by UK Hospitality’s Kate Nicholls.
SOCIAL MEDIA MANAGER
Lily Lawson socials@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
Pedalling for Pubs Rebrands as Hospitality Rides
At the wrap party of this year’s Pedalling for Pubs campaign, organisers unveiled a complete rebrand for the initiative, with the new name for the charity bike ride announced as ‘Hospitality Rides’. Organisers made the decision to rebrand to Hospitality Rides to meet demand from the sector to broaden the initiative to all of hospitality, and communicate that fundraising positively impacts the whole of the UK on-trade.
Organisers announced that the initiative’s first cycle challenge as Hospitality Rides will take place in the Spring of 2025, with fundraisers set to take on an epic journey across Taiwan.
The Hospitality Rides rebrand follows three highly successful charity bike rides under the Pedalling for Pubs name, with riders of this year’s campaign raising an incredible £320k, thanks to fundraisers, donors, supporting partners and sponsors including KAM, Punch Pubs, Greene King, Avani Solutions, Fleet Street, Lucky Saint, Britvic and Play it Green.
As Hospitality Rides, organisers hope that the charity bike challenge will get even more people from the sector involved and raise even more vital funds to supporting the incredible work that the Licenced Trade Charity and Only a Pavement Away do for the sector.
Ride Founder, Katy Moses of KAM research agency said, “After three successful years under the Pedalling for Pubs
name, we felt it was the right time to rebrand the initiative to ensure all of the hospitality sector knows this epic charity bike ride is open to all and that funds raised are used to support the whole sector.”
The Hospitality Rides brand was created with the support of design agency Natural Selection.
Cairndale Spa puts Dumfries on the wellness tourism map
SCOTLAND’S newest luxury spa is set to welcome its first guests this weekend, following a multimillion pound investment which aims to put Dumfries on the tourist map as a leading wellness destination.
The continued growth in wellness tourism and staycations mean that the impressive new facilities within The Cairndale Hotel promise a significant boost to the local economy.
The family-owned Cairndale Spa officially opened its doors to visitors on Monday 8th July, offering a new relaxing escape for tourists looking to enjoy the natural beauty of the Scottish borders along with locals seeking a luxury spa experience within easy reach.
Covering almost 1,300 square metres, the stunning two-storey spa follows a £2million investment and offers a luxury space for bespoke spa experiences for day guests and overnight visitors that is unrivalled in the local area.
Taking pride of place on the lower ground floor is a thermal pool which features a number of jets, water blades and airbeds. In addition, visitors can take advantage of the aroma steam room, herbal steam room, Himalayan salt sauna, infrared sauna, herbal lounge, rasul, hammam and private bathing suite along with access to a dedicated café and juice bar.
With a strong commitment to respecting the planet and supporting British wellness brands, Cairndale Spa’s team of talented therapists utilise leading UK brands VOYA
Organic Beauty, Tribe517 and Gaia Skincare. These are joined by the exclusive Cairndale x Annandale Collection, a range of whisky and vanilla scented products created in collaboration with the nearby Annandale Distillery.
The development has been supported by an award of almost £400,000 in funding from South of Scotland Enterprise (SOSE) and has created over 20 new jobs for the area.
It is hoped that the development will generate an estimated additional income in excess of £12million over the next 10 years to boost the local economy, bringing in new visitors to the region, who will then explore Dumfries and its other attractions during their visit.
cairndalehotel.co.uk/spa
THE COUNTDOWN BEGINS
The highly anticipated Hotel Magazine Awards are coming to London in 2025, promising to celebrate excellence in the hospitality industry. This prestigious event will highlight the most outstanding hotels, innovative designs, and exemplary service across various categories. Here, we share an in-depth look at the event, including the location, what’s includes and what to expect on the big night. Join us as we delve into the details of what makes these awards a pinnacle of recognition in the hotel industry.
As the global hotel industry continues to thrive and evolve, the spotlight turns to the upcoming Hotel Magazine Awards. This prestigious event, set to take place on April 28th, 2025, promises to be an evening of celebration, recognition, and inspiration for hospitality professionals from around the world.
Offering a unique networking opportunity with some of the biggest names in hospitality, whilst celebrating the efforts within the hotel sector, the Hotel Magazine Awards, will be a hallmark event in the hotel sector. The awards will be presented by none other than the global rum expert, Ian Burrell and the event will honour the exceptional efforts of hoteliers, managers, staff, and establishments that have set new benchmarks in service, innovation, and sustainability. From boutique hotels to renowned chains, the awards recognise a wide array of categories, reflecting the diverse nature of the industry.
This year’s awards feature nine categories, ensuring a light is shone on all areas of the phenomenal hotel industry. Categories include: The Environment Award, Marketing Innovation Award, Best Spa and Wellness Venue, Food & Beverage Award, Diversity, Equality and Inclusion Award, Unsung Hero, Best Hotel Group, Hotel of the Year and Hotelier of the Year.
The ceremony will be graced by an array of esteemed industry greats and representatives from various sectors of the hospitality industry. Among them are Hospitality Action, Expedia Group, EcoScent, Difference Coffee, Institute of Hospitality, Bidfood, VANITY GROUP, Eira Water, LaBottega, Leonardo Royal Hotels, PoB Hotels, Palm
PR, Silentnight, Doctor Cocktail, Lemi Group, Monpure, Dola Dira, Tequila Komos, Miele, MEWS, Remy Cointreau and Mixology Express.
Beyond the awards, the evening promises to be a prime networking opportunity for industry professionals. Attendees will include hotel owners, general managers, industry suppliers, and media representatives. The ceremony will include a three-course dinner, a complimentary free-flowing cocktail bar with delicious serves created by Dr Cocktail himself, pop-up bars, and an unmissable after-party at an exquisite London venue, providing ample opportunities for attendees to connect, share insights, and forge new partnerships, all whilst celebration the incredible work of the hotel space.
As the date of the Hotel Magazine Awards approaches, excitement continues to build within the hospitality community. This event not only recognises the hard work and dedication of those within the industry but also sets the stage for future innovations and trends in hotel management and guest service.
For more information and to purchase tickets, visit thehotelmagazine.co.uk/hma/tickets/.
Join us in celebrating the pinnacle of excellence in the hotel industry, where every nominee and winner embodies the spirit of hospitality at its finest.
The Details
Where?
Leonardo Royal, Tower Bridge
When?
28th April 2025
What?
A celebration of the incredible hotel sector, shining a light on individuals who are making a difference.
How to attend
Buy your tickets online now at thehotelmagazine.co.uk/hma/tickets/
Award Categories
The Environment Award
Marketing Innovation Award
Best Spa and Wellness Venue
Food & Beverage Award
Diversity, Equality and Inclusion Award
Unsung Hero
Best Hotel Group
Hotel of the Year
Hotelier of the Year
JUDGE’S PROFILE
Allow us to introduce the Founder of Palm PR, Emily Keogh, our esteemed judge for the Marketing Innovation Award at the Hotel Magazine Awards, renowned for her exceptional expertise and visionary contributions to the hospitality industry’s marketing landscape.
How are you feeling ahead of the Hotel Magazine Awards judging day?
Excited! I think this is a brilliant platform to shine a light on the incredible work and talent happening in the hotel and hospitality industry.
With it being such a fast-paced and full on sector, the awards are a fantastic opportunity to take a moment to reflect and celebrate the talent and achievements of the wonderful people in the hospitality community.
Can you tell us about your approach to evaluating competitors?
Each award is so different, but on the whole I’ll be looking for fresh and emerging talent, industry innovation and disruption, as well as deserving long-term hotel icons who are approaching marketing strategies in unique ways.
What attracted you to participate as a judge for The Hotel Magazine Awards?
I launched Palm PR 14 years ago and have been part of the industry much longer, so I’m always keen to be part of projects that celebrate the hospitality and travel sector and the brilliant people and brands that help make guest experience great.
What do you hope to achieve through your role as a judge?
It’s a privilege to take the space as a judge at the HMAs to recognise and celebrate excellence within our industry.
I’m bringing my 20+ years of experience to the role and want to judge awards with integrity, taking the time to allow every entry to be considered in a meaningful and fair way.
Ultimately, it’s about recognising great work. The awards will allow entrants to shout about their brilliant accomplishments, both in the industry and also to their guests, which should further support their businesses.
What qualities do you look for in award nominees?
As I’m from a communications background, I’m naturally drawn to clever campaigns and talent that has a strong
story to tell. Of course, underpinning this with meaningful facts and figures to showcase results is key.
Travel and hospitality is all about creating interaction and experiences so the ability to share these moments is a crucial part of success.
LA BOTTEGA UNVEILS
GROUND
In the evolving wellness landscape, GROUND is making waves with its profound connection to earth and holistic healing. Founded by Peigín Crowley in 2020, GROUND’s new hotel amenities line by La Bottega includes Shower Gel, Shampoo, Conditioner, and Body Lotion, all with Lavender & Cedarwood fragrance. These products, in eco-friendly packaging, offer a holistic wellness experience. The range includes aluminum tubes, Invisible Dispensers made from 80% recycled plastic, La Bottega Stand Alone Dispensers, and Resin Cover Dispensers with inner 300 ml cartridges. GROUND’s commitment to sustainability and well-being ensures a luxurious, eco-conscious stay for hotel guests.
GUEST EXPERIENCE
Brewed by Hand
SHAPING THE FUTURE
The hospitality industry is continuously evolving, driven by advancements in technology, changing guest expectations, and a renewed focus on personalised experiences. Here, we outline five key trends that are shaping the future of guest experience within hotels.
1
PERSONALISATION THROUGH DATA AND AI
Personalisation is becoming paramount in the hospitality industry. By leveraging data analytics and artificial intelligence (AI), you can offer tailored experiences to guests, ensuring they are more inclined to be a repeat visitor. This includes personalised room settings, customised amenities, and targeted offers based on previous stays and preferences. For example, AI can analyse guest preferences from past visits to recommend activities, dining options and even specific room features, enhancing the overall stay experience.
3
SUSTAINABLE PRACTICES AND ECO-FRIENDLY
INITIATIVES
Sustainability is no longer just a buzzword, it is a critical aspect of modern hospitality. Guests are increasingly prioritising ecofriendly options when choosing hotels. This trend includes the use of renewable energy sources, water conservation measures and waste reduction practices. We’re now seeing more overnight stay venue implementing sustainable design features, such as green roofs and energy-efficient lighting, to reduce their environmental impact and appeal to eco-conscious travellers, and we expect to see a lot more of this in years to come.
5
2
CONTACTLESS AND MOBILE TECHNOLOGY
As we know, the COVID-19 pandemic accelerated the adoption of contactless technologies in hotels; mobile check-ins and check-outs, digital room keys and contactless payments have become standard offerings. These technologies not only enhance convenience, but also improve safety by reducing physical touchpoints. Guests enjoy being able to use their smartphones to control room functions, access hotel services and communicate with staff, as helps to provide a seamless and modern experience.
4
ENHANCED IN-ROOM TECHNOLOGY
In-room technology is evolving to meet the demands of tech-savvy guests. Highspeed internet, smart TVs, voice-activated assistants and advanced entertainment systems are becoming standard features. Additionally, many hotels are incorporating IoT (Internet of Things) devices to offer guests greater control over their environment, such as adjusting room temperature and lighting, and even ordering room service through voice commands or mobile apps.
WELLNESS AND HOLISTIC EXPERIENCES
There is a growing focus on wellness and holistic experiences in the hospitality industry. We’re seeing hotels further expanding their offerings to include wellness programs, spa treatments, fitness facilities and healthy dining options. Some hotels are even providing wellness concierges, meditation rooms and personalised fitness plans to appeal to wider audiences. This trend reflects a broader societal shift towards health and wellbeing, catering to guests who seek relaxation and rejuvenation during their stay.
LISTEN UP
With help from industry
experts,
we look at how you can effectively utilise guest feedback in order to improve hotel services.
In the ever-evolving hospitality industry, guest satisfaction remains a pivotal determinant of a hotel’s success. Amidst fierce competition and increasing guest expectations, hotels are continuously seeking innovative ways to enhance their services. One of the most powerful tools at their disposal is guest feedback. This article delves into the multifaceted role of guest feedback in improving hotel services, exploring how it serves as a vital conduit for understanding customer needs, identifying areas of improvement, and fostering a culture of continuous enhancement.
By leveraging insights garnered from guest experiences, you can not only elevate service standards, but also build lasting relationships with consumers, ensuring sustained success and growth in a competitive marketplace.
Jill Chalmers, Managing Director at Glenapp Castle, admitted, “Our guest feedback plays a significant role in shaping our guest experience. Positive feedback is considered and welcomed of course, and shared in full with the wider team, and we work together to determine how we can build our guest experience based on this feedback. Negative feedback is dealt with at a senior level within the hotel and is fully investigated. If changes are required, these are implemented promptly and guests informed also.”
With there being a multitude of methods to collect guest feedback, it can be difficult to know which route to take. At Glenapp Castle, they collect reviews throughout the guest stay, not just after departure, and use Reviewpro. Jill said, “At our daily team meeting, we share any feedback for immediate action required. All guests are then emailed a stay questionnaire immediately after their visit where we invite them to leave us further feedback. Each and every one of those are read, responded to and actioned where appropriate.
“In addition to interacting with and listening to our guests throughout their stay, an email questionnaire is shared with guests following their stay.”
Xinchen Li, Guest Relations Manager at Pan Pacific London, added, “We collect feedback from our guests via TrustYou, which is also connected to third-party review platforms including TripAdvisor, Google and Expedia.”
Jill sees the importance of sharing feedback with the team and said, “We love to celebrate when specific colleagues have been mentioned. We write to thank the guest for taking the time to send us their feedback.
“Negative feedback is fully investigated by senior management. We explain to the guest that we are
“Managing the feedback received on these platforms should form a part of every hotelier’s social media strategy.”
investigating it, and once the investigation has concluded and the senior team has rectified the issue, the guest is contacted by phone and by email.”
At La Sultana, the team work on delivering a true Moroccan adventure in a beacon of Luxury in the heart of Marrakech. Thanks to new technologies, Xavier Soundrom, the Resident Manager of La Sultana Marrakech, explained, “We are able to gather information ahead of the stay with a pre-stay questionnaire guests can complete online while on their journey to maximise leisure time on site. This allows the team to be ahead of their requests and anticipate booking reservation.”
In terms of the process a hotel follows once feedback is received, this needs to be meticulous to ensure what is gathered is used effectively. Xinchen Li explained that when using Next Level Report, “All feedback received from in-house guests is immediately followed up by the relevant team, and we will try our very best to ensure any issues are rectified as soon as possible and our guests are happy prior check out.”
When using the platform from TrustYou at Pan Pacific, Xinchen said, “Our Guest Relations Team will respond to feedback received on this platform within 24 hours. Any information received is added to the guest’s profile, and any issues are investigated with the relevant heads of departments. We then reach out to the guests with a follow up to provide any necessary recovery action.”
To maintain high-quality customer service, it’s important for hotel operators to keep a finger on the pulse of consumers’ evolving needs and expectations. Aline Peters, Marketing Manager at Clermont Hotel Group, agrees that encouraging feedback is a key way of doing this.
“Hotels should seek feedback proactively, and there are a number of ways that this information can be gathered. For example, hoteliers can focus on in-person interactions. Hotel staff should be trained to strike up friendly conversations with guests, enquiring about their preferences for drinks, food and even the overall ambiance.” Aline sees that this two-way dialogue allows for immediate feedback and the chance to address any concerns on the
“Leveraging guest feedback enables hotels to differentiate themselves in a crowded market.”
spot, and added, “A guest who might have been hesitant to voice a concern or preference can easily do so in a casual conversation with a friendly staff member.”
Social media listening is another avenue for understanding guest experiences. Aline explained, “By monitoring platforms like Facebook and Instagram for mentions of the hotel, operators can receive valuable information from reviews, comments and even photos posted by guests.” This allows hotels to identify areas of strength and weakness, and understand exactly what it is that guests take away from their stay.
Stewart Moss, Managing Director, High Level Software, part of the Zonal family, agreed that social media has also become a popular platform for people to use to provide feedback. “Managing the feedback received on these platforms should form a part of every hotelier’s social media strategy. Hoteliers that respond quickly to comments and queries on social media, using a consistent
tone of voice and demonstrating that they care, will ultimately help build trust, drive more bookings and ensure long-term success,” he added.
What’s crucial, though, is ensuring this feedback is taken on board and actioned appropriately. At Clermont Hotel Group, the team analyse all feedback and seek ways to implement improvements in order to elevate guests’ experiences.
“We understand the importance of guest satisfaction, which is why we actively seek feedback through post-stay surveys. This allows us to continuously improve and ensure future guests have an exceptional stay. This commitment to guest feedback is what keeps our iconic London hotels, including the historic The Royal Horseguards Hotel and The Clermont properties, at the forefront of hospitality. For example, last year The Clermont Victoria achieved a GRI (Global Review Index) score of over 90% for the second year in a row, as well as achieving a CQI (Competitive
At Brewed By Hand we only stock tried and tested brands we fully believe in.
Scan the QR code to open an account and window into the world of speciality coffee.
Quality Index) score of 103.8,” finished Aline.
Guest experience is paramount and a better communication between departments allows for more fluid, seamless operations. In line with this, The Zetter introduced FlexKeeping for better efficiency within housekeeping and maintenance departments.
Liutauras Vaitkevicius, Managing Director of The Zetter, explained that, with the use of FlexKeeping app and desktop version, departments can communicate more efficiently and, when needed, in multiple languages (crucial for housekeeping teams). “All maintenance defects spotted by any team members are logged on this app, allocated to a particular person, tracked and solved, including guests’ comments left with front desk. Anyone from duty managers on site to asset managers can see tasks, analytics and time spent. This, in turn, assists the business to manage and action preventative maintenance plans, maintaining high levels of customer satisfaction,” said Liutauras.
Guest feedback often unveils unmet needs and changing preferences. By listening to what guests have to say, hotels can identify new trends, allowing them to innovate their offerings and enhance guest experiences. Stewart said, “Whether it’s introducing more sustainable options or incorporating technology for seamless check-ins, leveraging guest feedback enables hotels to differentiate themselves in a crowded market and, in so doing, drive potential footfall.”
Love them or loathe them, Stewart believes that thirdparty booking sites are a vital part of the marketing mix and an increasingly popular feedback channel amongst
consumers, with nearly four fifths of consumers citing the ability to share good experiences with fellow travellers as their top reason for writing reviews on these platforms. With guests willing to share pictures and details about their experience, which can make or break the decisions of others looking to book, Stewart said, “It’s important that hoteliers are clear in their objectives for these channels and actively manage feedback received. Failure to do so could have significant reputational impact and deter guests from booking.”
Stewart believes that hoteliers should also not overlook word of mouth. “Our research reveals that 53% of guests would say something or complain about an issue at the time, whereas 18% say they’d leave a poor review online. Therefore, it’s vital that hoteliers use integrated tech solutions to ensure they make a good impression from the start of a guest’s stay – from pre-booking right up until post-visit – as well as provide guests with plenty of opportunities to provide feedback on their stay directly, rather than leaving a bad review elsewhere,” he said.
When it comes to improving the guest experience, Stewart explained that feedback from front of house staff shouldn’t be overlooked. These team members are interacting with guests daily and, therefore, have a deep understanding of their priorities, pain points and expectations.
Fostering a culture of continuous feedback and learning helps staff feel valued and can improve team retention rates. In turn, this will also help to elevate performance, resulting in the delivery of exceptional guest experiences.
THE VALUE OF SPECIALTY COFFEE
As the inventor of OPAL Coffee Machines and the Founder of Colonna Coffee, Maxwell Dashwood, has always believed in elevating the coffee experience. The modern traveller craves not just convenience but excellence in every aspect of their stay. In this piece, Maxwell reveals how specialty coffee in hotel rooms epitomises this shift towards quality and personalised luxury.
Enhancing Guest Experience: Imagine waking up in a hotel room and being able to brew a cup of coffee that rivals the best coffee shops in the world. This is the experience specialty coffee machines like OPAL provide. It’s about more than just coffee; it’s about offering a moment of indulgence, a ritual that starts the day on a high note. Guests, especially business travellers, appreciate this touch of home-like comfort and sophistication.
Brand Differentiation: Incorporating specialty coffee into hotel rooms sets a hotel apart from its competition. It signals a commitment to quality and detail, elevating the hotel’s brand in the eyes of discerning guests. When guests know they can enjoy a premium coffee experience in their room, it becomes a compelling reason to choose your hotel over others.
Sustainability and Ethical Sourcing: Today’s consumers are more conscious of their environmental impact. At Colonna Coffee, we prioritise sustainability and ethical sourcing, ensuring our coffee not only tastes exceptional but also supports fair practices. Hotels that align with these values can attract a growing segment of eco-conscious travellers who appreciate and seek out such commitments.
“It signals a commitment to quality and detail.”
Customisation and Personalisation: Specialty coffee machines offer a level of customisation that standard in-room coffee makers simply can’t match. Guests can tailor their brew to their exact preferences, whether it’s a rich espresso or a delicate filter coffee. This personalised experience makes a stay more memorable and enjoyable.
Operational Efficiency: Investing in high-quality coffee machines like OPAL reduces maintenance issues and enhances operational efficiency. These machines are designed for ease of use, ensuring that guests can enjoy their coffee effortlessly, while also minimising the workload for hotel staff.
Revenue Opportunities: Offering specialty coffee can also open up new revenue streams. Hotels can create premium coffee packages or offer in-room upgrades that include access to top-tier coffee experiences. This not only adds value for guests but also drives additional income for the hotel.
Specialty coffee in hotel rooms is more than just an amenity—it’s a statement of quality and care. It enhances the guest experience, differentiates your brand, and aligns with contemporary values of sustainability and personalisation. By investing in premium coffee solutions like OPAL and Colonna, hotels can elevate their service, create lasting impressions, and foster loyalty among their guests.
For further exploration of how specialty coffee can transform your hotel’s guest experience, visit OPAL Coffee Pod Machines and Colonna Coffee. trade.brewedbyhand.com
MAKE IT A RITUAL
Through a compelling interview with Raymond Cloosterman at Rituals, we delve into the art of enhancing guest experiences. As a brand renowned for its luxurious home and body cosmetics, Rituals seamlessly aligns its philosophy with the hospitality industry’s commitment to providing unparalleled comfort and tranquility. Discover how Rituals’ extensive product range and holistic approach can enrich a hotel’s offerings, creating a serene and memorable stay for every guest.
Can you provide an overview of Rituals as a brand, including its mission, values, and key offerings within the Hotel sector?
As a luxury wellbeing brand dedicated to imparting The Art of Soulful Living, Rituals invites guests to immerse themselves in meaningful moments through our unique products. We offer a wide range of luxury hotel dispensers designed to provide guests with a moment of peace and extraordinary comfort. Motivated by our brand values, we aspire to lead with consciousness towards planet and people whilst maintaining a balance between mind, body and soul.
What inspired the creation of Rituals, and what sets it apart from other brands in the market?
Every day there are small moments waiting to be discovered, and at Rituals, we believe that being more aware of these moments is the key to a happier and more fulfilled life. That’s why we’ve created The Art of Soulful
Living, a compass to guide consumers on a journey of personal wellbeing.
Wellbeing is rooted in Rituals’ DNA and encourages, not just our customers, but our employees and the communities around us to live more soulfully and consciously. Rituals advocates for this through various initiatives including our charity work with Tiny Miracles, our tree planting projects and our status as a B Corp Certified business.
What are some of the core product categories offered by Rituals, and how do they cater to different customer needs within a hotel?
Our dedicated Hotel Collection features three of our core collections – The Ritual of Mehr, The Ritual of Jing and The Ritual of Karma – with each inviting guests to experience Rituals’ signature luxury scents and textures. Our core product categories include shampoo, conditioner, shower gel, hand wash and hand & body lotion to deliver
a luxurious wellbeing routine. By 2025, Rituals will delist small hotel amenities in EMEA and shift to luxury dispensers only, which are already available in 300 ml and 1 L refill sizes and can be mounted onto a wall for easy access. Hotels can also select their preferred scents –The Ritual of Mehr energizes, The Ritual of Jing soothes and The Ritual of Karma uplifts – so that regardless of which scent is selected, guests can enjoy a premium experience with our products.
How does Rituals fit into a Hotel and can you tell us about the benefits the range can offer?
Rituals’ extensive product range enhances the entire guest journey, we combine our home and body products to elevate the hotel experience and deliver a signature ambiance. The journey begins upon arrival; guests are greeted with a warm smile and the inviting scent of scented candles and fragrance sticks. When they enter their rooms, they discover a Rituals gift placed thoughtfully on their pillows, along with luxurious body care products by the sink and in the shower making them feel valued and pampered.
Our wide range of collections ensure that every hotel has the perfect products to optimise its distinct guest
experience. From bustling cities to the serene countryside, there’s a Rituals fragrance for every location.
Could you share insights into Rituals’ sustainability practices and commitment to ethical production?
Rituals is a Certified B Corporation™, meeting the highest standards of verified social and environmental performance. All Rituals hotel amenity collections are made from recycled plastic and products are formulated with ingredients of over 90% natural origin.
In addition, we are continuously looking for innovative ways to develop our business model to minimise our environmental impact. We are happy to announce an exciting change to our Hotel Collections that amplifies our sustainable values and credentials. We are shifting from small hotel amenities to luxury refillable dispensers only, a move that will see small amenities completely delisted by the beginning of January 2025 in the EMEA-region. This will deliver stronger alignment with our sustainability objectives and allow us to provide an authentic, relaxing experience.
www.rituals.com
A CUP ABOVE
In the hospitality industry, the reliability of coffee machines is paramount to ensuring a seamless guest experience. Douwe Egberts Cafitesse machines are highly regarded for their robustness, low maintenance, and consistent performance, making them an ideal choice for any establishment. In this exclusive piece, we look at how the brand contributes to unforgettable guest experiences in hotels.
First and foremost, the reliability of the coffee machine is crucial. Guests expect seamless service, and nothing disrupts their experience more than equipment breakdowns. Douwe Egberts Cafitesse machines are renowned for their robustness and low maintenance requirements. These machines are designed to perform consistently without frequent breakdowns, ensuring that guests can always enjoy their coffee without any interruptions. The dependability of these machines contributes to a smooth and pleasant experience, reinforcing the perception of a well-run establishment.
Another vital aspect is minimising queues. Long wait times can frustrate guests and negatively impact their overall experience. Cafitesse machines are engineered for speed, capable of delivering high-quality coffee quickly. This efficiency reduces the time guests spend waiting, allowing them to enjoy their coffee sooner and spend more time on other activities. Whether in a busy hotel lobby during breakfast rush or at a conference centre during break times, the ability to serve coffee swiftly is a significant advantage.
The quick and easy operation of Douwe Egberts Cafitesse machines is another compelling benefit. These machines are designed for intuitive use, requiring minimal training for staff. This simplicity not only speeds up the coffeemaking process but also reduces the likelihood of errors. Guests can be assured of receiving their coffee just the way they like it, consistently. Additionally, the easy-touse nature of the Cafitesse system means that staff can focus more on other aspects of service, enhancing overall efficiency and guest satisfaction.
Moreover, the quality of coffee served is paramount. Douwe Egberts is synonymous with high-quality coffee, and the Cafitesse system ensures that every cup meets these high standards. The combination of expertly blended coffee and precision brewing technology results in a consistently excellent product, enhancing the guest experience with every sip.
In conclusion, coffee plays a pivotal role in delivering a
positive guest experience, and Douwe Egberts Cafitesse stands out as a superior solution. Its reliability eliminates disruptions, its speed reduces wait times, and its userfriendly design ensures ease of use, all while delivering high-quality coffee. By integrating such a robust coffee solution, establishments can significantly enhance their service, leaving guests with a lasting impression of efficiency, quality, and care.
To see if you’re eligible for a free trial, email the team on uk-sales@JDECoffee.com www.jacobsdouweegbertsprofessional.com
THE PREMIUM PORTION
Beyond the quality of the beds, a memorable breakfast can be the premium touch that stays with your guests. In this exclusive piece from Weetabix we explore the array of options the brand has to offer and just how much the products can affect a guest’s experience.
Whether guests have travelled for business, a family getaway or to see the local sights, the first – and often said to be most important – meal of the day is a catalyst for what’s to come, setting the stage for a visit that leaves them with a lasting impression.
That’s why the Weetabix Foodservice range can be an important addition to any hotel breakfast menu service. With a variety of household cereal names available in bulk and portion pack formats, Weetabix offers trust, attention to detail and great taste with familiar breakfast choices.
Plus, with 100% of our cereal packaging now widely recyclable and with all wheat for our Weetabix catering packs farmed locally within 50 miles of our mills, we help hotels champion sustainability in their service.
The ideal buffet with Bix
As the nation’s favourite breakfast cereal1, Weetabix’s iconic logo is a known mark of quality, providing guests with a cereal they can enjoy their way – or even in styles they haven’t yet tried. Available in both bulk and portion pack formats, Weetabix is a convenient and easy-to-prepare option that offers guests a healthy2 breakfast experience that they can modify to their tastes.
Alongside Alpen, the UK’s No.1 branded Muesli3, hotel caterers have even more options to offer a stage for guests to experiment with premium and indulgent breakfast flavours. A bright and wholesome blend of rolled oats, wholegrain wheat flakes, hazelnuts, almonds, and raisins, Alpen Muesli offers a naturally delicious start to the day. It’s also available in a No Added Sugar variant, catering to health-conscious guests without compromising on taste4. Need more options? Try Weetabix Branflakes or Weetabix Fruit & Fibre, offering a blend of delicious wheat flakes and bran that are wholegrain wheat, fortified with vitamins and iron and are high in fibre.
Consider offering a selection of natural yoghurt, fresh
fruits, honey or chocolate as part of a breakfast buffet with a selection of cereals from the Weetabix Foodservice range, so guests can mix-and-match their breakfast favourites with the flavours they love.
Great taste to go
For the guest on the move, Alpen Delight bars are available in five indulgent flavours that offer guilt-free enjoyment. At 92 kcals or less, high in fibre and low in salt, they’re the ideal serving on the go.
A perfect addition as an upgraded in-room refreshment, or an easy to grab morning item. Plus, with control over portions, hoteliers can reduce food waste responsibly to always meet their guests’ demands.
The Weetabix Foodservice portfolio; making memorable breakfast moments for hoteliers. Simply and always with value.
weetabixfoodservice.co.uk
TRAVELLING WITH COMPANY
In recent years, more pet owners are including their furry companions in their travel plans, reflecting a deeper bond. Many companies are responding to this trend, including Mars Pet Nutrition. To understand the changing demand and Mars Pet Nutrition’s measures, we spoke with Natalia Ball, their Global Chief Growth Officer.
Can you tell us a bit about your role as the Global Chief Growth Officer at Mars Pet Nutrition and the brand itself?
In my role as Global Chief Growth Officer, I oversee Marketing, Sales and Innovation across our iconic portfolio of brands, including PEDIGREE®, WHISKAS®, SHEBA® , CESAR®, and IAMS®, among others. Being such a huge animal lover and a pet parent myself, I feel very lucky to have the opportunity to serve millions of pets and pet parents, fuel the growth of the brands I love, and work with unbelievable talent along the way.
As the world’s largest pet food manufacturer reaching over 400 million pet parents, we’re committed to transforming their experiences by putting them at the heart of everything we do. It’s all part of our purpose to create: A BETTER WORLD FOR PETS. Today, thanks to our 20,000 pet care Associates working across more than 130 countries, we’re delivering on this commitment through 50+ global brands.
How have you seen the pet care industry evolve over the past few years, especially in relation to pet-friendly accommodations and services?
Yes, we know that pet parents love to spoil their animal companions with birthday cakes, toys and food, and this trend will only continue — the global pet care market is expected to grow from $259.37 billion in 2024 to $427.75 billion by 2032.
Pet ownership has skyrocketed in recent years, with 66% of US households now owning a pet in 2024. At the same time, pet parents are rightly demanding more pet-friendly accommodations and services. I recently saw data from OnePoll that found “pet travel” is searched online more than 19 million times annually in the United States, showing
a real appetite from today’s pet parent to make memories with their pets wherever they go.
Personally, I love to travel with my dog, Bella, but traveling with a pet does require additional planning. I find myself reading extra reviews to make sure the hotel I book has dog-friendly amenities, and I research restaurants nearby where I can easily bring Bella along.
Pets are part of the family and shouldn’t miss out on trips
away because hotels and restaurants do not cater for them. We need to rally more hospitality businesses to see the benefits of becoming pet-friendly — and in a world where pet ownership continues to grow, it’s an offering that will seed them for long-term success.
Can you describe any partnerships Mars Pet Nutrition has formed with hotel chains to enhance the pet experience? What are the key elements of these collaborations?
In 2022, we teamed up with global hospitality leader, Hilton, to set a new standard for pet-friendly travel. The partnership uses insights from Mars Petcare’s BETTER CITIES FOR PETS™ programme to create pet-friendly initiatives and perks for Hilton guests across more than 5,000 hotels in North America. Features include Mars PET On-Demand, which offers pet health, wellness and behavioural support resources to answer questions related to travelling with cats or dogs. Many hotels also offer amenities such as pet bowls, waste bags, dog beds, food and treats, as well as advice on how to find local dog parks, 24-hour vets, and pet-friendly restaurants.
What kind of amenities and services do you believe are essential for hotels to offer to meet the needs of pet owners and their pets?
There are a whole range of services you can provide to meet the needs of pet parents and their four-legged friends. It’s helpful to develop a clear set of rules on what sort of pets are allowed and where in the hotel they can be. Consider any local rules and regulations, ensure that the pet-friendly environments you create won’t cause animals any stress (i.e. loud music), and ensure the space is safe for pets’ height so they aren’t exposed to hazards or sharp edges, and that any plants around are safe for pets, for example.
You should also think about the specific services you offer which will really elevate the pet parent experience. Consider things like pet room service, pet-friendly zones, pet-relief areas, dog walking and even grooming services for those pets who need a bit of extra TLC. In the United States, the BETTER CITIES FOR PETS™ program offers a variety of toolkits and resources to help businesses develop practices and policies that enable them to responsibly welcome pets and pet parents with open arms.
How does providing a pet-friendly experience influence customer loyalty and repeat business for hotels?
Pets are part of the family, so of course people don’t want to leave them behind when they go on holiday. In the same way that some families don’t feel comfortable vacationing without their children, they also don’t want their pets to miss out. In fact, according to a 2022 Hilton Global Trends Study, 58% of pet owners would prefer to travel with their pet than with a friend or family member.
Ultimately, pets are good for business — and the benefits of pet-friendly services and accommodations speak for themselves. According to a 2024 Forbes report, 47% of pet parents would cancel a vacation that wasn’t pet-friendly to avoid leaving their best friend behind. Enabling ease and convenience for customers travelling with pets will go a long way toward building loyalty, meaning it’s more likely
they will book again, write a positive review or recommend you to a friend. It’s also a good way to increase occupancy out of season when destinations become more welcoming for winter walks and fresh-air adventures.
Finally, it’s scientifically proven that having pets around makes people feel more relaxed, with 80% of pet owners noting that their pets make them feel less lonely and half (51%) noting their pets made them feel less shy.
What are Mars Pet Nutrition’s long-term goals in enhancing the pet experience in hospitality and travel? Are there any upcoming initiatives you can share?
Today’s pet parents are operating in a digital world. As the world’s largest pet food manufacturer, we’re committed to transforming the pet parent experience in hospitality and travel by meeting them on the channels they use most, with tools which will enable them to discover experiences in the palm of their hand.
That’s why in May, we announced a partnership through our CESAR® brand with Tripadvisor to inspire and connect pet parents with pet-friendly travel experiences across Tripadvisor’s platform. Launching in the United States, with plans to expand globally, a new digital hub, available online or through Tripadvisor’s mobile app, provides a one-stop shop for pet-friendly travel. The launch includes hotel and dining options, pet-friendly city guides and an AI Trip Builder for personalised itineraries. The programme will also reach businesses with listings on the Tripadvisor platform to educate them on the cultural, wellbeing and financial benefits of opening their doors to pets.
The partnership signals a huge focus and investment from Mars to accelerate the digital transformation of our pet nutrition business to meet the needs of the increasingly “always-connected” pet parent. We want to tackle travel pain points head-on and in doing so, ensure we’re collaborating with those at the forefront of the travel industry to create a world where travelling with pets is the norm.
PASSIONATE PRODUCE
Renowned for its innovative approach and commitment to seasonal ingredients, CURA restaurant at the Four Seasons Hotel Ritz Lisbon offers a dining experience that is both sophisticated and deeply rooted in Portuguese tradition. Leading this gastronomic haven is Executive Chef Pedro Pena Bastos, whose passion for food and meticulous attention to detail have earned CURA a stellar reputation among locals and visitors alike. In this exclusive interview, Chef Bastos shares his culinary journey, the philosophy behind CURA’s menu, and what inspires him to create dishes that captivate the senses and celebrate the rich flavours of Portugal.
Introduce yourself and tell us about your journey to achieving the role as Executive Chef at Cura.
I’m Pedro Pena Bastos and I’ve had the honour of being Executive Chef at CURA, located in Four Seasons Ritz Lisbon, since it opened in 2020. Since a child, I have been passionate about food and the origin of ingredients and I’m thrilled to be at the helm of CURA, following my experience at some of Portugal’s best restaurants and Michelin-starred
establishments in London and Copenhagen, to name a couple.
Tell us about the concept behind the restaurant.
Curatorship “curadoria” lies at the heart of CURA. We are passionate about creating unique dishes using the best local produce from small suppliers and the menu at CURA highlights a dozen or so seasonal dishes at a time, with
great depth, taste and meaning. Guests can choose from menus that showcase 10 or 5 ‘moments’, with a selection of excellent wines.
What sets the restaurant apart from others in the competitive hospitality space of Lisbon?
We are in great company here in Lisbon but we are always striving to bring fresh ideas to CURA and our guests. For example, in celebration of International Women’s Day this year, we collaborated with esteemed female Portuguese chef, Marlene Vieira, on a special ‘four hands’ dinner. The restaurant will also celebrate its fourth anniversary later this year and we are working on some unique plans for that moment, more to come soon.
How do you ensure that Cura is a restaurant that doesn’t just appeal to guests staying at the hotel?
Since opening, we have always been driven to create a restaurant experience that is innovative and compliments the wider Lisbon restaurant scene, which is becoming one of the best in the world. We are very proud to have retained our Michelin star and to be a part of the culinary scene in this great city.
Tell us about the unique service at Cura and what you aim to achieve through this. With only 28 diners in the restaurant at any one time, the team and I aim to offer the best service and experience possible for all guests, always bringing joy and soul to our offering at CURA.
What is the philosophy behind your menu and the regular changes?
The ingredients inspire everything we do at the restaurant, they are the foundations and we feel very privileged as a team to work with our suppliers.
Tell us about the signature dishes or specialties that the restaurant is known for.
Our signature dish is the Squid with hazelnuts, roasted seaweed butter and caviar. The aim was to create a dish that was a combination of land and sea; fresh but meaty at the same time, comfortable, but not a fish dish. At the
table, clients mix the squid tagliatelle and the sauce on the plate for a rich-full texture and flavourful combination: the roasted flavours with the bergamot oil freshness, sea and land. Aesthetically, this dish is displayed in a very simple, pure and almost raw manner. The hand-crafted ceramics, by a Portuguese ceramic studio, Studio Neves, is the perfect backdrop for simple yet multi-layered complex combination of this dish.
How do you source your ingredients, and do you prioritise locally-sourced or sustainable options?
We work with small local suppliers and farmers - it’s at the heart of everything we do. For example, our ingredients range from crunchy reindeer moss, marbled meat from Alentejo Iberian pigs, and the best chickpeas we can find, straight from the wild.
Can you tell us about any unique culinary techniques or traditions that influence your menu?
Creating simple yet flavourful combinations is our main ethos, there are no hidden tricks up our sleeve. We want to make sure we’re designing dishes that look like something you would want to eat, and taste how they are meant to taste, served on custom tableware to feel in tune with the food.
How do you ensure that guests have an exceptional dining experience from the moment they walk in until they leave?
We want every guest to come away feeling that they’ve had the best experience possible. With a small and intimate environment, we can ensure exceptional service and attention to detail in order to help execute this.
How do you ensure that the menus at Cura are synonymous with the Four Seasons brand?
Four Seasons holds the most Michelin stars of any single luxury hospitality brand with 32 stars across 25 restaurants in 20 hotels and resorts globally, we are so proud to be part of this!
@curalisboa
A QUINTESSENTIAL RETREAT
This month, we celebrate Lime Wood as our Hotel of the Month, a distinction well-deserved for its blend of elegance, comfort and outstanding service. In an exclusive interview, we speak with Kenneth Speirs, the Managing Director, who shares insights into what makes Lime Wood a standout destination. From its commitment to sustainability and exceptional dining experiences to the bespoke wellness programs, Kenneth gives us a glimpse behind the scenes of this remarkable haven. Discover how Lime Wood continues to enchant guests and set new standards in hospitality.
Set in the heart of the New Forest National Park, Lime Wood is a boutique country house hotel. Originally a 13th Century forest lodge, the hotel was lovingly renovated to open in 2009, keeping the spirit of its past and adding a contemporary twist whilst still maintaining its original charm.
Known for its stunning aesthetics, the architecture design is by Charles Morris and Ben Pentreath, with the interiors of the Courtyard Bar and Hartnett Holder & Co restaurant completed by Martin Brudnizki. After 10 years, Susie Atkinson has added her stamp with an ongoing refurbishment of the interiors.
Another stand out element of the Hampshire-based venue is Herb House, the award-winning destination spa at Lime Wood in the New Forest. The three-story spa sits on the edge of an ancient forest, and was designed to feel part of its surroundings, with floor-to-ceiling windows looking into the woods, and some ‘garden’ treatment rooms. Dedicated to natural wellbeing and inspired by its forest surroundings, Herb House instils a sense of calm and serenity for the ultimate rejuvenating retreat. With a rounded approach to wellbeing, the spa specialises in treatments, training, classes and retreats all inspired by nature.
Along with its notable on-site amenities, Lime Wood boasts a range of events and partnerships to boost footfall. Kenneth Speirs, Managing Director, said, “At Lime Wood, we are always looking for new and exciting partnerships and events to offer to our guests. We also celebrate many
long-standing relationships that are particularly important to us.”
Within the Herb House Spa, the team have consciously chosen to work with boutique product houses from the British Isles, such as Bamford, VOYA and Ground Wellbeing, with whom they have worked with, for many years as they share Lime Wood’s ethos of authenticity and wellbeing. The kitchen team is led by the wonderful partnership of Angela Hartnett and Luke Holder, who created HH&Co over a decade ago through the shared love of Italian-inspired,
seasonal and delicious food, offering an array of real culinary delights.
Connecting to and making the most of the forest surroundings, Kenneth explained, “This year we have expanded our retreat offering at Lime Wood with a ReRoot Retreat series, working alongside some fantastic hosts whom we feel we align perfectly with. From the Arniano painting retreat this summer to the Alice Vincent Savour Retreat in November, we are looking forward to bringing our guests back to their roots in the calm of the New Forest.
“This summer, we are also launching our ‘Summer Sessions’: Sunday afternoons of live music, feasting and drinks on the lawn, open to guests and visitors alike.”
Lime Wood prides itself on having great service thanks to the staff, and Kenneth commented, “We put people at the heart of everything we do.” Many of the Lime Wood team have been with the company for over a decade, which Kenneth said has been, “Instrumental in making Lime Wood what it is today, with everyone playing a vital role in creating special experiences for our guests. Appreciating our teams’ loyalty and dedication through celebrating milestones is so important - whether it’s a yearly anniversary lunch or dinner for all team members,
through to our five-year and ten-year awards.” Of the 249 employees, 33 have been with the company for over 10 years, with that number set to increase to 38 in 2025! This incredible achievement is celebrated by admission into the ‘10-year club,’ with an invite to our annual dinner, hosted by Kennet and Lime Wood’s Chairman, Robin Hutson, with new members being presented with a gift and a magnum of champagne. “A truly special occasion to reflect on, such a momentous milestone,” Kenneth added.
Not only does Lime Wood celebrate long-standing team members, Kenneth revealed how the team also take great pride in growing from the ground up with the Lime Wood Paths Apprenticeship program. “I was immensely proud that last year Russell Johnson from our Food and Beverage team was crowned the ‘Best Level 3 Apprentice’ at the Purple Umbrella Awards. Additionally, earlier this year four of our apprentices visited the House of Commons to discuss the importance of hospitality and the role that apprenticeships play in supporting skills development,” added Kenneth.
Lime Wood Hotel’s seamless blend of modern luxury and historical charm has truly earned it the title of Hotel of the Month, and we look forward to seeing what’s next for the venue and its exceptional team.
MUTUAL BENEFITS
The power of philanthropy - the mutual benefits of corporate charitable giving.
Businesses play a significant role in supporting charities, but with so many worthy charities vying for their crucial support, how does a company choose which to champion and, to put it bluntly, what’s in it for them?
Charities such as Hospitality Action the hospitality industry charity offering vital assistance to all who work or have worked within UK hospitality, rely on a diverse range of funding sources. These include individual donations, grants, regular giving and fundraising events in addition to the critical backing from businesses whose employees are the benefactors of the tremendous work they do.
It’s therefore essential to get hospitality businesses on board not only to introduce employees to the charity to learn how it can support them when times are bad, but also to encourage employees to rally together and give back when times are good.
Corporate charitable giving can bring numerous mutual benefits to both parties but for the partnership to succeed,
shared values, objectives and priorities need to align to garner essential buy in from the wider business to create positive change in the communities they serve.
Charitable endeavours demonstrate a company’s commitment to Corporate Social Responsibility (CSR). With consumers increasingly inclined to support companies that demonstrate a commitment to social and environmental causes, CSR has increasingly become an aspect of businesses in the spotlight.
From an internal perspective, often funds generated benefit the very people who contribute to fundraising efforts as they are reinvested in grant giving to industry employees in crisis and mental health and wellbeing platforms such as Hospitality Action’s Employee Assistance Programme, which assists hospitality workers in challenging times. It’s a cyclical process.
Whilst a company’s philanthropic efforts can create goodwill amongst employees, stakeholders and customers enhancing reputation and brand image, more than that, it
can increase employee engagement, retention and morale. Providing the opportunity for employees to get involved in meaningful causes fosters a sense of camaraderie which in turn means that employees are more likely to be motivated and productive.
Katie Forrest, head of engagement, learning and development at Dakota Hotels explains: “Within our hotels, fundraising activities offer more than just financial support to fantastic charitable causes. They provide opportunities for team building, collaboration and personal growth. By rallying together to support a common cause, team members can strengthen their relationships, improve teamwork skills and foster a sense of pride and unity within Dakota.
“Beyond operating our busy hotels, we recognise that our local communities and the wider hospitality industry are experiencing some of the most challenging times we have ever seen, which is why we find it so crucial to do what we can to support the amazing work of charities such as Hospitality Action.”
The success of any corporate charitable partnership lies in how it’s perceived by employees. For example, if the activities are felt to be mandatory or burdensome, it may negatively impact willingness to get involved.
CEO of The Pig Hotels, Tom Ross, says: “One of the most valuable benefits we found was having a companywide focus that was not ‘work’ related. Creating a common goal, encouraging creativity and allowing individuality got the
competitive juices flowing, resulting in the creation of an event that allowed people to do their bit and feel good about themselves and the business they worked for. It was a real talking point driven by the team rather than a chore dictated from head office.
“Most people want to make a difference but fundraising as an individual is hard. Our employees can see that we as a business want to make a difference and therefore feel more inclined to work for a business where moral compasses align. As a company we have seen first-hand how Hospitality Action supports people in our industry, so it was very relatable to the team and has become part of the rich tapestry that is the personality of our business, which in turn increases our employee retention.”
Businesses play a significant role in supporting charities who benefit from increased visibility, donations and access to resources and expertise to achieve their mission. In return, demonstrating a commitment to important social issues and creating effective change in their communities results in increased employee engagement and retention and a positive brand reputation with socially conscious employees and consumers.
It’s win-win.
For more information about Hospitality Action, the Employee Assistance Programme and to find out how your business can get involved, please visit www.hospitalityaction.org.uk or call 0203 004 5500.
FACILITIES MANAGEMENT
MAXIMISE EFFICIENCY
Preventive maintenance is crucial for ensuring the longevity and efficiency of equipment, reducing downtime, and avoiding costly repairs. Here are five best practices for effective preventive maintenance.
1
A COMPREHENSIVE MAINTENANCE PLAN
Developing a comprehensive maintenance plan in hotels, aligned with facilities management principles, involves a strategic approach to ensuring the seamless operation and longevity of all assets and systems. This plan must encompass preventive, predictive and corrective maintenance strategies, tailored to the unique needs of the hospitality industry. Preventive maintenance schedules should be meticulously crafted to minimise downtime and prevent unexpected breakdowns, covering critical systems such as HVAC, plumbing, and electrical infrastructures. Predictive maintenance, leveraging advanced technologies and data analytics, allows for real-time monitoring and early detection of potential issues, optimising resource allocation and extending the lifespan of equipment.
3
REGULAR TRAINING AND CERTIFICATION
Regular training and certification in hotels, particularly in the realm of facilities management, are crucial for maintaining high standards of service and operational efficiency. These programmes ensure that staff are proficient in the latest industry practices, technologies and safety protocols, thereby enhancing the overall guest experience. Certification courses provide employees with specialised knowledge in areas, such as HVAC systems, energy management and emergency response, which are essential for the smooth functioning of hotel facilities.
5
IMPLEMENT A FEEDBACK LOOP
2
UTILISE PREDICTIVE MAINTENANCE TECHNOLOGIES
Utilising predictive maintenance technologies can significantly enhance operational efficiency and guest satisfaction. By employing advanced analytics, IoT sensors, and machine learning algorithms, hotel management can predict and address equipment failures before they occur, thereby minimising downtime and maintenance costs. This proactive approach ensures that essential systems, such as HVAC, elevators and plumbing, operate seamlessly, providing guests with a comfortable and uninterrupted stay.
4
MAINTAIN ACCURATE RECORDS
Maintaining accurate records in hotels is crucial for effective facilities management, ensuring the seamless operation of all services and amenities. Keep detailed records to allow for efficient tracking of maintenance schedules inventory levels, and to ensure compliance with health and safety regulations. These can enable hotel management to anticipate and address potential issues proactively, minimising disruptions to guest services. Accurate documentation also supports budgeting and cost control, as it provides a clear overview of resource allocation and usage.
Implementing a feedback loop in hotels is essential for enhancing guest satisfaction and operational efficiency. This process involves systematically collecting guest feedback through surveys, reviews and direct interactions, and then analysing this data to identify areas for improvement. Hotel management should then be able to address issues promptly, refine services, and tailor experiences to meet guest expectations. Continuous monitoring and responding to feedback fosters a culture of accountability and excellence.
TRANSFORMING HOTEL OPERATIONS
With help from industry experts, we explore the innovative technologies that are helping to redefine facilities management in hotels.
The hospitality industry is undergoing a profound transformation driven by the rapid advancement of technology. As guests increasingly demand more personalised and seamless experiences, hotels are leveraging innovative technologies to enhance their facilities management. These technologies not only improve operational efficiency, but also contribute to sustainability, cost savings and enhanced guest satisfaction. This article explores the cutting-edge technologies revolutionising hotel facilities management, including smart building systems, energy management solutions and advanced data analytics. By examining these innovations, we will uncover how they are reshaping the way hotels operate, ultimately setting new standards for the industry.
We asked Rob Yates, Siemens Head of Building Products Fire Safety, UK and Ireland, what the key challenges faced by hotel facilities managers are today, and how technology can address these challenges. He said, “In terms of fire safety, one of the biggest challenges for hotels remains the ‘protection versus false alarm’ conundrum.” Ensuring the safety of guests is naturally a fundamental requirement for all hotel owners, operators and licensees, but maintaining a balance between protection and false, or ‘unwanted’, alarms is a particularly acute consideration. In addition to the obvious threat to the lives and safety of hotel guests and staff, fire can cause consequential damage that will pose a risk to the longevity and the brand values of the hotel itself. Damage to the fabric of the building resulting from even the smallest of fires may well be expensive to rectify, but
the harm to the hotel’s reputation could be even greater.
Rob explained that any installed detection system needs to be accurate, reliable and intelligent - that is, capable of detecting the earliest stages of a fire anywhere in the hotel to provide assured protection of the lives of guests and staff alike. Yet, the same system must also be capable of differentiating steam from smoke and other deceptive phenomena to prevent the triggering of those unwanted alarms.
“Recognising this challenge, at Siemens we offer a guarantee against false alarms, with multi-criteria ASA detection technology which detects a fire incident quickly, without being impacted by deceptive phenomena such as fumes from kitchens or steam from guests showering,” said Rob.
Smart building technologies are increasingly being integrated into hotel facilities management to enhance efficiency, sustainability and guest experience. These technologies include IoT sensors, automated climate control systems, smart lighting and advanced security systems. By utilising real-time data and AI-driven analytics,
you can optimise energy consumption, ensure predictive maintenance and personalise guest services. This integration not only reduces operational costs, but also improves the overall comfort and satisfaction of guests, making hotels more competitive in a tech-savvy market.
Rob believes that the ongoing development of smart building technologies is undoubtedly contributing to the smoother running of hotels, and said, “Cloud connectivity is a significant step forward, with fire safety system user interfaces becoming ever more graphics-based, adopting the swipe, click, drag and drop approach so familiar from our mobile phones.”
With the Fire Connect mobile app from Siemens, a facilities manager can now have an overview of a hotel’s status, as well as monitor live incidents, without needing to be on site. It also allows access to event history, the ability to browse past incidents and to set mobile push notifications. It offers 24/7 visibility of all connected sites (ideal for chains with multiple hotels), enabling quick diagnosis and fixing of issues, with instant notification of incidents to ensure business continuity.
One of the most important contributors to a positive guest experience is the ability to identify any potential fire incident at the earliest opportunity, and to address it before it causes any damage. A guest may take for granted the services provided by the kitchen or the availability of the gym, but if those are out of commission due to fire damage, then, all of a sudden, this can become a real bone of contention.
Another area that can impact a hotel guest’s experience is the need for on-site maintenance of fire safety systems. A feature of the Siemens Cerberus PRO system is the disturbance-free function testing (DFT) capabilities. Through remote services, maintenance can be simplified and business interruption minimised, with monitoring and periodic testing of devices undertaken off-site. This is across devices on the system, from detectors and voice messaging to sounders and beacons. Silent load testing and activation of the devices which are unnoticeable to occupants also help to further reduce any impact on day-to-day operations, a significant benefit in a hotel application.
Rob revealed how many of the checks can be performed automatically without the need for any human intervention. “For example, detectors, sounders and beacons can be configured to conduct disturbance-free function tests every 24 hours, emitting a very low level of sound and light invisible and inaudible to the human senses. If a fault is identified, an event is sent to the control panel which is visible through the Cerberus PRO cloud apps. This regular testing also ensures that on-site service visits can be planned with more information available in advance, allowing any specific issues to be addressed with prior knowledge.”
These advancements are enhancing operational efficiency, reducing costs and elevating guest experiences. By leveraging these cutting-edge tools, you are able to not only streamline maintenance processes, but also create more sustainable and responsive environments. As technology continues to evolve, the potential for further transformation in hotel facilities management is vast, promising an even more dynamic and guest-centric future for the hospitality sector.
• Shorter wash cycles, lower
• Care Plus drum is gentle on fabrics, your linens last longer
• Cloud based Sapphire system enables remote performance monitoring - free for 12 months
• Intuitive 10-inch colour control screen
GREEN SERENITY
Effectively managing a spa facility today requires an innovative approach that integrates sustainability and technology, key elements for efficient operation and environmental respect. In this insightful piece from the team at Lemi Group, we look at how you can achieve optimal spa facility management whilst working towards a sustainable future.
Modern spa management focuses on reducing the ecological footprint through the use of advanced technologies and sustainable practices, thereby optimising resources and enhancing guest experiences.
Cutting-edge technologies, such as smart energy management systems and eco-friendly materials, are crucial in renovating or upgrading spas. These systems not only reduce energy costs but also waste, ensuring excellent service with minimal environmental impact. Additionally, adopting flexible solutions for space configuration allows spas to quickly adapt to various service setups, increasing their ability to meet changing client needs without sacrificing comfort or luxury.
Another essential aspect is the balance between aesthetics and functionality in spa furnishings. Each element must be chosen not only for its beauty but also for its durability and functionality, helping to create a welcoming and practical environment. This not only improves the overall client experience but also optimises daily operations, reducing maintenance and replacement costs.
Managing modern spa facilities is not just about meeting current needs but also requires a proactive vision for the future. Integrating technology and sustainability is essential for creating spaces that not only attract customers but are also environmentally respectful. In the context of this evolution, products like LEMI’s FLORENCE are an excellent example of how design and functionality can coexist, contributing to the evolution of spas to offer superior service while ensuring effective and sustainable resource management.
The wooden structure is built with FSC-certified materials and features sliding openings that enhance the elegant design and help improve workspace management in the cabin. This feature makes the couch ideal for any spa that wants to combine style and practicality while reflecting LEMI’s commitment to providing environmentally respectful solutions without
compromising quality or comfort.
Adopting a sustainable management strategy in spas not only meets growing environmental expectations but also creates an optimised work environment that improves operational efficiency and customer experience.
LEMI is relentlessly pursuing new solutions to enhance its offerings and effectively respond to evolving market needs with a focus on sustainability. This commitment to innovation is evident in the approach to managing spa facilities, ensuring the provision of cutting-edge services that are both environmentally responsible and client-focused. By integrating advanced technology and sustainable practices, LEMI strives to set industry standards, promoting eco-friendly operations that do not compromise on quality or performance. The goal is to lead by example, inspiring the spa industry towards greater environmental awareness and operational efficiency. In doing so, LEMI not only adheres to current environmental regulations but also anticipates future trends, ensuring its services are sustainable for the long term.
www.lemispa.com
SMART INVESTMENTS
Reducing energy consumption for businesses using professional, cost-effective laundry equipment, as told by Miele Professional.
The hospitality industry finds itself under pressure to reduce overhead costs as rising energy costs continue to be a major priority. For establishments such as hotels, spa centres and restaurants – laundry equipment and the associated cost and consumption across energy and water can often be overlooked.
The
importance of considering laundry expenses
According to The Institute of Hospitality, since 2022 the hospitality industry consumes approximately 20,910 GWh annually, which is enough energy to power 1.2 million homes. The government estimates that 4,300 GWh could be saved each year by adopting energy-efficient measures and improving business practices.
While these figures include various energy-consuming factors such as lighting and ventilation, laundry operations can significantly impact overall energy use. Hotels, spas and wellness centres process large loads of laundry on a daily basis to keep on top of clean and fresh linen to meet customer expectations. Inefficient laundry set ups can lead to greater energy and water costs.
For many hospitality businesses, choosing the right laundry solution may not seem like a top priority, but neglecting this decision can lead to higher costs in the long run. Domestic washing machines, often chosen for their lower upfront cost, are not built to handle the heavier loads and constant use typical in hospitality settings. This results in more frequent breakdowns, higher maintenance needs, and earlier replacements, making them more expensive over time.
In contrast, commercial machines are designed for reliability and durability, requiring less frequent servicing and consuming less energy and water. The life cycle cost of commercial equipment often proves to be more costeffective, as these machines can last ten years or more.
Investing in the right solution
Miele Professional’s Benchmark washing machines are designed with sustainability in mind through the reduction
of energy consumption and utility bills. These machines can reduce energy consumption by 50% and water usage by 14%, with a 9% shorter cycle time compared to the previous generation.
With a load capacity of 9kg to 20kg, the Benchmark washing machines are suitable for various hospitality industry needs due to their unique features and high laundry throughput. They can save approximately one litre of water per kilogram of laundry per load, optimizing the washing process. When paired with dryers from the same range, these machines offer load sizes up to 44kg for a more efficient and streamlined laundry operation.
Miele’s digital management platform ‘MOVE’ is perfectly paired with the Benchmark machines to improve processes and reduce running costs; intuitively, transparently, and efficiently by providing intelligent assistance tools for transparent machine management.
To see how Miele Professional could support your business with cost-reducing equipment, please visit our website at www.miele.co.uk/p/ or get in touch on 0330 160 6693.
Clean smart Save time
UNLOCKING SUCCESS
Welcome to the new era of hospitality metrics for revenue managers. Here are three must-follow metrics for a successful business, as told by the team at MEWS.
Revenue management is not a walk in the park. Demand forecasting, rate negotiations, inventory management – stay with us –competitor analysis and pricing strategy can leave even the most seasoned hotelier feeling a bit uneasy. Luckily for everyone, technology simplified much of it. Discover what your property could – and should – be tracking to see big gains.
RevPAM, not RevPAR
What’s wrong with RevPAR?
A hospitality classic, RevPAR has long been the thinking man’s ADR. But just like ADR, RevPAR has its limitations. Why? It’s a one-dimensional metric in a three-dimensional world. RevPAR gives you data from only one income source and is based on an occupancy rate that’s also an incomplete representation. By limiting your revenue tracking to rooms, you only focus on one part of the guest journey: the room reservation.
Measure RevPAM instead
RevPAM (revenue per available square meter) solves this problem. It’s a more flexible metric that allows you to analyze rooms only (which rooms have the best utilization to revenue ratio) or to track your entire hotel space. It’s a more holistic approach that captures more touchpoints like upselling (pre-stay and at your property) and F&B. It also encourages your team to think about more ways to diversify and maximize revenue. RevPAM can be boosted not only through room rates but through add-ons and experiences – and it will shine a light on underperforming areas, too. And yes, if you prefer the imperial system, you can work with RevPAF – revenue per available square foot.
Revenue sources
It’s easy to get stuck in a default mindset that your rooms are your resource. But it’s not the case. The best hotels have become interesting, engaging spaces for guests
throughout the property, from outdoors to lobbies to F&B. The recent pandemic showed us that everything can change in an instant. To rely on a single source of revenue – rooms, for instance – increases the risk to your business should something beyond your control impact the market. Expanding your offering will increase your customer reach, often into demographics that you may have previously struggled to attract. And once someone has
purchased a coffee from your bar or paid for a session at your gym, they’re more likely to become repeat customers and go on to book other services and experiences with you. These include:
• Parking spots
• Meeting spaces
• Co-working spaces (often in transformed lobbies)
• Day-use rooms (sold by the day and by the hour)
• Event spaces (weddings, exhibitions, work teambuilding)
• Health and fitness (opened up to visitors as well as guests)
Upselling
You don’t need us to tell you about the value of upselling. What you may find interesting, though, is that attributebased shopping (or from your perspective, attribute-based pricing) is on the rise. This means empowering guests to book a room based on their preferences. For instance, they could choose to book an ocean facing room on the third floor with a walk-in shower. If you can monetize the unique elements of your spaces, you’ll generate much more through upsells.
Let’s also think about when you are offering upsells. If you’re relying only on front desk staff to upsell items on arrival, you’re leaving money on the table. How much of the following are you already doing?
• Booking: Add upselling options to your booking engine. It’s the most frictionless way for a guest to book them as they’re already in reservation mode.
• Pre-arrival: You should have at least a couple of touch points before guests arrive. Upselling during online checkin lets you capitalize on a guest’s excitement before the arrival.
• Arrival: There’s more than one way to upsell on arrival: your front desk team can do it and so can a self-service kiosk.
• During the stay: Ping special offers to guests throughout their trip. If you have a low number of dinner reservations one evening, send your guests a special offer message that same day.
• Post-stay: Give guests a special offer or competition entry if they leave a review or if they refer a friend – repeat bookings are the ultimate upsell.
Summing up
Tracking the right metrics matters. It will streamline your operations and keep you ahead of your competitors. It will maximize your revenue and ensure your guests have remarkable experiences. The next generation of hoteliers and hotel tech is already taking the reins and embracing new metrics and a new mindset. Leave it too late, and you risk being left behind.
Want to find out more must-follow metrics for successful hospitality businesses?
Read the full report here:
CANOPY BY HILTON LONDON CITY
Discover Canopy by Hilton London City through our exclusive interview with Lara Barnett, Head of Marketing, as we learn about the vibrant venue’s unique offerings.
Can you share a brief history of Canopy by Hilton London City and its unique identity within the Hilton brand?
Canopy by Hilton London City is the first Canopy by Hilton hotel in the UK: part of a growing portfolio of locally inspired, energising, and contemporary hotels that encourage guests to experience the best of the surrounding neighbourhood. The hotel is ideal for those looking to immerse themselves in London’s lively East End and has a host of local partnerships and community initiatives.
What inspired the choice of location for Canopy by Hilton in London City?
Canopy’s brand ethos is to create a modern boutique hotel that feels grounded in its local neighbourhood, giving
guests a unique local experience, alongside all the comforts expected from a 4-star hotel. East London is bursting with a rich history and culture so naturally this makes for an ideal spot for the hotel.
How would you describe the overall design and aesthetic of the hotel?
The interior styling throughout mimics the vibrant community, featuring thoughtful design with local commissioned artists.
Were there any particular themes or local inspirations that influenced the design of the hotel?
Local culture is embedded in every element of the hotel. Reflecting this, the custom window installation in the
lobby entrance was inspired by Columbia Flower Market, featuring hanging flowers, and the taxidermy showcases the story of Butchers Row.
Throughout, artwork takes influence from local artists such as Tracey Emin and Damien Hurst, favouring contemporary pieces over more traditional art. Artwork includes a 3D wall relief of historic printing press objects, an 8m custom tapestry telling the story of the local area.
Penny Squares, Canopy’s restaurant and private dining space, is influenced by the local history of sewing factories, industrial furniture, lighting, and mechanism.
The restaurant’s name ‘Penny Square’, reflects the talents of the 17th century Huguenots that sought shelter in the area, fleeing persecution in Catholic France. The name remembers the embroidered mark they left on the city.
Dunstan Den, a meeting and private-dining space in the hotel, takes inspiration from the hidden pockets of green space in the local area. Inspired by the disused church ‘St Dunstan in the East’, Dunstan Den is an open and inspiring space, with an urban feel, featuring industrial and midcentury touchers and a ceiling of dried plants.
Even the lobby toilets are designed with an artistic contemporary interpretation in deep red tones to reflect the local area Butcher’s Row, where some of the most famous kings of meat have had stalls for hundreds of years.
Can you tell us about any standout design elements or features within the hotel?
The hotel’s rooftop bar, Florattica, also reflects the localfirst ethos. The high-end cocktail bar on the 11th floor is inspired by the rich heritage of East London’s textile industry, with a nod to the local 17th Century French Huguenots and their beautiful silk woven floral patterns. An additional standout feature is the bespoke ceiling, a 120m2 dried floral ‘meadow’.
Are there any unique or standout amenities that guests particularly enjoy?
Our guests love the Canopy bikes, available to hire (complimentary) from the hotel to go exploring the local
area and everything East London has to offer. Guests are given a hand drawn map, commissioned by a local artist, to take with them, guiding them around the city landmarks.
Can you describe the dining options available at Canopy by Hilton London City?
Canopy London City has a few food and drink outlets on offer; the beautiful rooftop bar, Florattica, the ground floor cafe and bar (and recently, a new terrace), St Clare, offering local craft brews and wines, and Penny Squares, which will be reopening soon as a pizza restaurant. Watch this space!
What sustainability initiatives does Canopy by Hilton London City have in place?
At Canopy London City, we have a whole host of sustainable practices and initiatives in place such as our waste and energy reduction promise and carbon footprint menus which are all very important to us. There are far too many to talk about here, however, one initiative that we’re particularly proud of is the dedication of our team members who are deeply involved in the East London community, and who actively support local-businesses, charities and individuals. From organising food banks to volunteering at shelters like Providence Row and Tymbee Hall, our staff are making a tangible difference in the lives of those in need. The staff at Canopy London City truly embodies the spirit of community engagement and giving back.
How does the hotel personalise stays for guests?
Canopy’s approach to hospitality centers on small gestures, surprising extras, and uncomplicated comforts that contribute to a positive stay. Our approach to guest interaction, based around our brand pillars encourages Enthusiasts (our term for Team Members) to be a part of the local vibe, sharing their local knowledge and experiences with guests whenever asked.
@canopylondoncity
JOURNEY TO OPULENCE
Allow us to take you on an enchanting journey through Hyatt Regency Kotor Bay, as our editor delves into the exquisite blend of luxury and natural beauty that this destination offers. In this article, discover the highlights of the trip, from the world-class amenities and serene spa experiences to the picturesque views of the Adriatic Sea, offering inspiration and an insider’s perspective on what makes this resort a true gem in the heart of the Balkans.
Fortunate enough to visit one of Hyatt Regency’s newest openings, I journeyed to the sublime Kotor Bay. Nestled along the serene shores of the Adriatic Sea, the Hyatt Regency Kotor Bay Resort offers an exquisite blend of luxury and natural beauty in Montenegro’s stunning Kotor Bay. Having never been to Montenegro before, I wasn’t entirely sure what to expect, but it’s safe to say, this coastal paradise is a true haven of tranquility, elegance, and unparalleled views of the crystal-clear waters and majestic mountains.
A short car ride from the airport of Tivat with jawdropping views for the entirety, I was then greeted with a glass of fizz on arrival in a reception that was light, airy and heavenly feeling thanks to the natural light and panoramic views of the bay. The element of the Hyatt Regency branding is obvious throughout, in the sense of sophistication.
I headed to my room, which was equally as serene and offered a wrap-around balcony lending itself to exceptional views of the bay and what’s said to be the most southerly fjord in Europe. It was clear that this is a perfect example of a venue that has truly capitalised on its beautiful surroundings in every way possible, ensuring that all rooms have something to look at.
Excited to dine at the resort, I made the most of the warm weather and sat by the water at Olé beach bar to enjoy a spot of lunch. Thanks to the menu with Latin American influences, I wasn’t short on choice. Sipping my pineapple margarita looking across the water then confirmed it – I was officially in paradise.
That evening I headed to the main restaurant, Lighthouse which offered a delectable selection of Mediterranean and
international cuisine, prepared with fresh local ingredients. I was also pleasantly surprised with the extensive wine list, one of my personal favourite elements as a self-proclaimed rosé enthusiast. I enjoyed our fresh seabass catch of the day al fresco on the terrace, where the views enhanced the dining experience even further.
The following morning after lazing on the beach, I headed to the Vrmac Health and Wellbeing Centre to meet with Dr Marina. Kotor Bay is known for its unique air quality, which is beneficial for asthma sufferers, and Dr Marina told me all about how the centre focuses on providing guests with a holistic approach to health and wellness, blending modern medical practices with traditional spa treatments. The centre has a range of treatments available including medical services including consultations and diagnostics, detox programs, weight management, hydrotherapy, physical therapy and retreats.
The resort is recognised as a destination for wellness and rejuvenation, with guests coming from all over the world to seek professional help. The on-site spa features a range of treatments designed to relax and revitalise the body and mind. With a focus on holistic wellness, I was fortunate enough to experience a relaxing full body massage which only enhanced my visit further and left me feeling like I was floating for the rest of the day!
Starting the following day with my morning ritual of a coffee on the terrace at the Lighthouse Restaurant, I then opted for a pool day. The hotel has two main outdoor swimming pools, one which features a swim up pool. It was heavenly just simply being able to do nothing but lie in the heat with a frozen strawberry daiquiri, still with the beautiful mountainous backdrop in sight.
The staff at the hotel recommended a visit to Porto
Montenegro, so that evening, that’s exactly what I did. A short taxi journey and I’d arrived at the luxurious marina that offers a striking blend of modern elegance and traditional Mediterranean charm. The marina was flooded with superyachts and was surrounded by stylish waterfront residences, upscale boutiques, gourmet restaurants, and vibrant bars, creating a lively atmosphere. It provided a perfect evening for a change of scenery beyond the resort. The following day, I explored further what the bay of Kotor had to offer. Another quick car journey and I was able to explore the historic town of Kotor, a UNESCO World Heritage site known for its well-preserved medieval architecture and charming cobblestone streets. I walked the 1350 steps to the hilltop Kotor Fortress which is 260metres above sea level and provides the most surreal view of the old town and Kotor Bay itself.
To conclude what had already been an unforgettable experience, I listened to the recommendation from the hotel team and took a speed boat tour across the bay and as the skipper zipped across the turquoise waters, I spotted dolphins in the distance; a really magical moment. It felt like the perfect end to the trip as I visited iconic landmarks including the Old Town of Perast and the Lady of the Rocks island before finishing the tour at a beautiful seafood restaurant back in the Old Town.
My journey to the Hyatt Regency Kotor Bay encapsulated the epitome of luxury and serenity, set against the breathtaking backdrop of Montenegro’s stunning coastline. From the exceptional service and opulent accommodations to the rejuvenating spa experiences, every moment spent at this exquisite resort was a testament to unparalleled hospitality.
LOVE AT FIRST CLICK
In a unique piece from the team at Clockwork Marketing, we look at how the guest experience within a hotel starts with marketing.
You wouldn’t expect to attract new guests if your hotel had a leaking roof, faded front door and weeds growing up your entrance steps. First impressions matter and it’s unlikely any hotelier or general manager would deem this acceptable. Yet many hotel websites show the digital equivalent to the description above.
First contact
Rather than being greeted by your concierge or reception team in the hotel lobby, your guest’s first experience is, more often than not, some form of digital communication. When searching for a holiday or hotel stay, we know that the majority of people will use Google Search.
A search for “boutique hotel in London” may bring your guest to your pay-per-click (PPC) ad campaign at the top of Google as a “sponsored post”, or if you’ve got fantastic search engine optimisation (SEO), to your “organic search” listing on page one of Google.
Either way, the words and images used in this listing are the first contact the guest has with your hotel, and they will start to make assumptions based on what is written or what they can see.
Making an impression
Whether your PPC ad or website description in Google, the words you use matter and will persuade your potential guest to click through to your website. Both the PPC ad and “Meta description” in the Google results are just a couple of sentences, so you need to be clear in the benefits your hotel offers. You have just seconds to persuade people to click.
In the most part, the potential guest will click through to your main website homepage and gain their first immersive experience of your hotel through a hero video, images and copy. What is the primary message they gain from your homepage or your key benefit of staying? Is it clear and unambiguous? Easy to understand and inspiring? Does it engage with them emotionally or is it price driven?
Beyond this, what is the guest experience like in terms of how the website functions? When the decision is made to
click, does the site load quickly and efficiently or do they experience the spinning circle of death as your video takes an age to load?
What impression does your website leave on the potential guest? Does it greet them with open arms or open then close the door in their face? Does it say “Good morning and how are you? Come inside. We’d love you to join us” or does it say, “not today, thank you, we’re closed to the likes of you”? More simply, does the guest experience of your website match the reality of your hotel?
Time to refresh your website and enhance your guest experience? Talk with the hotel website experts, Clockwork Marketing.
www.clock-work.co.uk
UNLOCKING SUCCESS
HotStats provide monthly profit and loss (P&L) benchmarking and market insights for the hotel industry. In an exclusive interview with Michael Grove, Chief Executive Officer at HotStats we delve into the brand and explore the benefits a partnership could offer to a hotel.
Please give us an overview of HotStats and how the brand was born.
HotStats are P&L data specialists for the hotel industry. By collecting detailed monthly P&L data from hotels, HotStats offers comprehensive benchmarking services and performance insights to all stakeholders. Originating in the UK, HotStats has grown into a global enterprise, serving hoteliers, investors, banks, governments, consultants, media, and numerous other professionals within the hospitality and travel sectors.
How does HotStats differentiate itself from other hotel industry analytics providers?
HotStats specialises in P&L data. Due to the nature and complexity of ensuring comparability, consistency, and security of the data, it is little surprise that HotStats is mostly alone in this space and has developed tools and processes over many years of experience. We collaborate a lot with most of the key analytics companies to help hoteliers cross reference qualitative trends with the output in P&L performance, in context to the market or competition.
What are some unique features or services that HotStats offers that are particularly beneficial to hoteliers?
According to our customers, the key benefits are based on the fact that all stakeholders of the business have data to support their strategy. We provide an index and moving trends analysis for revenue and expense categories, in each department, allowing for collaboration and discussion on each corner of the hotel business, at individual property level, region/brand, all the way to total company performance.
How do you see the role of data and analytics evolving in the hospitality sector?
The reality is that the industry is still catching up on the
technology front and, although hotel companies hold a lot of data, the ownership and coordination of this data being turned into management information still has a long way to go. One thing is for sure, the way we measure hotel performance, set strategies, and make decisions is a lot more data-driven than 10 years ago and will only become stronger in the coming years.
Can you discuss any recent product developments or innovations at HotStats?
HotStats was and continues to be built on the needs of the industry. Our latest offering, Hotel ProfitFinder
is addressing part of the previous point regarding how the data is presented and brought to life, whilst also identifying, quantifying, and setting targets to track progress. We have also developed more options in our market data offerings to those in the industry outside of hotel operations.
With the rapid advancement of technology, how is HotStats leveraging AI and machine learning in its analytics?
Our current focus has been on how AI can help in marketing and some of the procedural backoffice functions. However, we are exploring how AI could possibly help interpret the data in the context of complementary information from other sources such as travel trends, political issues, financial markets, etc.
Can you share some success stories where HotStats analytics have significantly impacted a hotel’s performance?
There are many examples from the industry where HotStats has been referred to as a key source to a hotel
or hotel company’s success. As an easy example, a change of owner or operator instigates a fresh approach and uses HotStats to evaluate repositioning opportunities, whether from a revenue or operating cost perspective (or indeed often both). Others have been where the data pointed to an overspend in a particular part of the hotel operation that the operator had overseen as they focused on other areas that were already performing well.
How does HotStats contribute to operational efficiency for hotels?
HotStats offers an impartial and objective view of a hotel’s financial output to assist in an objective setting and strategic positioning. The data supports hoteliers all around the globe to identify opportunities for improvement and a measurement of the success of the operating model. Investors, advisors, banks, and industry commentators like the depth, consistency, and frequency of HotStats data as it allows for tracking of markets and the feasibility of new markets. www.hotstats.com.
CELEBRATING A MILESTONE
Hyatt Regency Blackfriars Hotel marks its first anniversary!
In the heart of London, where history intertwines with modernity, the Hyatt Regency Blackfriars Hotel stands as a beacon of luxury and hospitality. This summer marks a significant milestone for the esteemed establishment as it celebrates its first anniversary. Over the past year, the hotel has not only provided an unparalleled experience for its guests but has also seamlessly woven itself into the fabric of the vibrant Blackfriars district.
Since opening its doors, the Hyatt Regency Blackfriars has become synonymous with elegance and exceptional service. The hotel has welcomed travellers from across the globe, offering them a sanctuary of comfort amid the bustling city. Its strategic location, coupled with its commitment to excellence, has garnered a loyal clientele and rave reviews, making it a standout choice for both business and leisure travellers.
Laurent Schauder, General Manager of Hyatt Regency London Blackfriars, admitted that opening the hotel in London post-COVID has indeed “been an interesting journey.” Laurent explained how the business and market landscape has changed significantly, and said, “Adapting to these changes has been both challenging and rewarding.”
Laurent revealed that preparing for the opening was a “unique and demanding experience” as he believes it was an achievement in itself to finally open the doors, before realising “opening is merely the starting point, not the finish line.”
Recalling one of the team’s standout moments from the first year, Laurent said, “It has been the remarkably short ramp-up period. Our hotel began performing exceptionally well in terms of financial results and customer service from the very beginning.
“Another highlight has been witnessing the resurgence of international travellers choosing London as their top travel destination, especially Hyatt Regency London Blackfriars is very strategically located in central London, with convenient access to most of the city’s iconic landmarks and business districts.
“This hotel’s popularity has validated our efforts and strategy, motivating us to continually improve and innovate. There’s still so much more we want to achieve,
and this fills us with enthusiasm and optimism for the months and years ahead.”
Featuring beautiful, contemporary finishes, in the 205 guestrooms and suites specifically, which span up to 70m², guests can enjoy spectacular views of the listed buildings that once held the historic printing presses.
Along with the modern guestrooms, Hyatt Regency Blackfriars has become a hotspot within the last year for culinary-curious guests as its three food and beverage concepts and a lobby lounge have proven to be a hit.
The Chinese Cricket Club offers a contemporary take on
Chinese classics, named in honour of Shanghai’s cricket team captain, Feng, who travelled to London in 1857 with his wife Xiu. Arriving in Blackfriars docks, the couple made their way to Limehouse, where Xiu opened the first traditional Chinese restaurant in London. Their legacy lives on in the inviting backdrop of The Chinese Cricket Club and its rich and diverse menu of homemade dim sum and signature specialties such as Smoked Peking Duck, Royal Har Gow and Golden Fish Gow.
New York meets London at the hotel’s neighbourhoodstyle bistro NYnLON, with an all-day menu influenced by the two cities. The menu showcases local and sustainable dining, with elevated comfort food favourites such as Glazed Short Rib, Black Angus Beef Burger and Baked New York Cheesecake, accompanied by an extensive drinks list showcasing authentic American whiskies and natural wines.
Ensuring they offer something for everyone, The Leaf and Cane is a 1920s Latin American inspired hideaway offering street food, signature handcrafted cocktails and premium rums, drawing on the flavours of Latin America. Bringing the lively flavours of Latin America to central
London, The Leaf and Cane immerses guests in a colourful jungle, inviting them to uncover innovative mixology, a vibrant atmosphere and its hidden garden, featuring secret stone vaults that were once used as cells in the original women’s prison.
After the first year of operation, Laurent explained how the team have received a wealth of positive and constructive feedback from their guests and said, “This input has been invaluable as we work on numerous ongoing projects and enhancements to further elevate our offerings.”
Looking ahead, Laurent revealed, “The primary focus is to continue establishing Hyatt Regency London Blackfriars as a sophisticated 5-star hotel in the heart of the City. We see abundant opportunities for growth and are dedicated to becoming the top choice for both business and leisure travellers visiting London.”
With the team’s commitment to excellence and continuous improvement, they aim to provide an exceptional experience that leaves a lasting impression on guests. “Stay tuned for exciting developments and innovations in the coming year,” finished Laurent.
ALL CHANGE!
With the results from the General Election in and Labour winning the vote, Kate Nicholls, Chief Executive at UKHospitality shares her thoughts on the results in her latest guest column.
Change. That was Labour’s election slogan, and change is what we’ve got.
With that in mind, there are two policies in particular that Labour’s manifesto promised to change, and this new government now needs to get on and prioritise business rates and Apprenticeship Levy reform.
Indeed, we’re urging the Labour government to deliver those two key commitments in its first 100 days.
Because replacing the unfair business rates system in England will create a level playing field between bricks and mortar hospitality businesses and their rivals whose businesses are online.
Addressing business rates quickly would fulfil a longstanding call from us on behalf of the sector, and would steer hospitality away from a financial cliff-edge come next April, when the current relief is set to end and business rates are due to increase again.
At the same time, there’s an urgent need for the Apprenticeship Levy to be improved and refined by the creation of a Growth and Skills Levy. Reform of the levy would both revitalise investment in skills and free up money for a permanent rollout of our successful skills pilot.
The initiative, run with great success alongside the
Department for Work and Pensions and training partners, proved to be an excellent way to help secure jobs in hospitality for people who are out of work.
By getting stuck in straightaway and tackling these two issues that are so important for a thriving and competitive hospitality sector, the new government will demonstrate that it truly has acknowledged hospitality’s role as an essential cog in the UK’s economic engine, creating places where people want to live, work and invest.
After all, whether pub, bar, hotel or restaurant, there’s a hospitality venue in every constituency, and ours is a sector that always has and always will continue to be the UK’s main economic driver. Not only does it create jobs, hospitality is an industry with the ability to regenerate our towns and cities.
Having established a close working relationship with the Labour Party over the past couple of years, I’m now looking forward to UKHospitality working productively with it in government, keeping it honest and ensuring that it sticks to its manifesto commitments on business rates and the levy.
Kate Nicholls Chief Executive UKHospitality
Hotel Athenaeum
DIRECTORY
Siemlus 0330 016 1920 hello@siemlus.com www.siemlus.com @siemlus siemlus @siemlus siemlus
Vanity Group 02045 381787 info@vanitygroup.com www.vanitygroup.com @vanitygroupglobal VANITYGROUPGLOBAL
Hotel Buyer 01375 651 606 info@hotel-buyer.co.uk www.hotel-buyer-store.co.uk @hotelbuyer HotelBuyer @HotelBuyer uk-hotel-buyer
ADA Cosmetics 01234 347 140 info@ada-cosmetics.com www.ada-cosmetics.com @ada_cosmetics_international ADACosmeticsInternational adacosmetics
Lanchester Wines 01207 521234 sales@lanchesterwines.co.uk www.lanchesterwines.co.uk @lanchesterwines lanchesterwines @lanchesterwines @lanchesterwines7653
EcoPure Waters 01844 290088 enquiries@ecopurewaters.com www.ecopurewaters.com @ecopure_waters @EcoPureWaters ecopure-waters
Prismm www.prismm.com @prismm_technologies prismmtechnologies @PrismmTech prismmtechnologies @prismmtechnologies
Cocoon and Bauer 01642 232325
hello@cocoonandbauer.co.uk www.cocoonandbauer.co.uk @cocoonandbauer cocoonandbauer @cocoonandbauer
Technogym 0800 3162496 www.technogym.com/en-GB/ business @technogym Technogym @technogym technogym
Premier Software 01543 466580 sales@journey.travel www.premiersoftware.uk Premier Software @corebypremier @PremierSoftware
Silentnight Group 0333 123 0892 info.silentnight.co.uk www.silentnight.co.uk @silentnightbeds Silentnightbeds @silentnightbeds
VOYA info@voya.ie www.voya.ie @voyabeauty VOYAorganicbeauty @VOYAbeauty
Oliver Hemming info@oliverhemming.com www.oliverhemming.com @oliverhemming Oliver Hemming
Schweppes www.schweppes.eu @schweppes Schweppes
LEMI +39 0374 363069 contact@lemigroup.it www.lemispa.com/en/ @lemi_italianwellnessequipment LemiByBrusaferri @lemigroup @lemigroup
IDeaS +1 952-698-4200 info@ideas.com www.ideas.com IDeaSRevenueSolutions ideas-revenue-solutions
Beltrami Linen +39 035716315 amministrazione@beltrami.it www.beltrami.it @beltramilinen beltrami.linen beltramilinenitaly
Franke Coffee Systems www.franke.com @franke_group @franke_group franke-group
Mattressman 0333 577 5773 customerservices@mattressman.co.uk www.mattressman.co.uk @mattressman_uk
MattressmanOfficial @mattressmanuk Cano Water www.canowater.com @canowater canowater @canowater
REM 01282 619977 sales@rem.co.uk www.rem.co.uk @remuklimited remuklimited @remuksalons
The Secret Garden Distillery 0131 285 6833 info@secretgardendistillery.co.uk www.secretgardendistillery.co.uk @secretgardendistillery secretherbgarden the-secret-garden-distillery
Lazy Susan 01243 71 71 97 service@lazysusanfurniture.co.uk www.lazysusanfurniture.co.uk @lazysusanfurniture LazySusanFurniture
Taylors of Harrogate www.taylorsoutofhome.co.uk @taylors TaylorsofHarrogate @taylors Taylors of Harrogate
with Rituals Hotel Collections ENRICH YOUR GUEST'S EXPERIENCE