Hotel Magazine December 2023 by Cogent Multimedia Ltd

DECEMBER 2023

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EDITOR’S NOTE

DECEMBER 2023

’ve never been one to visit a hotel and check to see if the windowsills are dusty, but it goes without saying that the overall cleanliness of a space is a huge contributor to the overall guest experience. As technology continues to take many industries by storm, it comes as no surprise that this growing demand is having a knock-on effect on how hotel housekeeping is evolving. In line with this, our Hygiene & Housekeeping feature including commentary from industry giants reveals how you work in line with this. As part of the wider edit, an Essential 5 article shares five key considerations for executing housekeeping and hygiene in your hotel. This December sees Four Seasons Hotel London at Ten Trinity Square feature as our Hotel of the Month where we delve into their unique marketing strategy which ensures they’re at the forefront of consumers’ minds. We caught up with Landmark London’s General Manager, Fergus Stewart too, as we find out about the idea behind the recent champagne bar re-vamp and how the team have carefully curated their drinks list. As we gear up to turn our back on what has been a phenomenal year watching the hospitality sector bounce back, it seems only fair to take a look at some of 2023’s highlights. To honour what has been a fantastic twelve months, we have put together an A-Z of this year reflecting on some of the hotel space’s best bits. As ever, enjoy the read and we wish you all a happy, healthy and prosperous New Year! See you on the flipside!

JADE EVANS, EDITOR

© 2023 TGM Publishing Limited, 1st Floor, Saphir House, 5 Jubilee Way, Faversham, Kent, ME13 8GD. No part of this magazine may be reproduced or stored in a retrieval system or transmitted in any form – electronic, mechanical or physical – without express prior permission and written consent of the publisher. Contributions are invited and when not accepted will be returned only if accompanied by a fully stamped and addressed envelope. Manuscripts should be type written. No responsibility can be taken for drawings, photographs or literary contributions during transmission or in the editor’s hands. In the absence of an agreement the copyright of all contributions, literary, photographic or artistic, belongs to TGM Publishing Limited. The publisher accepts no responsibility in respect of advertisements appearing in the magazine and the opinions expressed do not necessarily represent the views of the Publisher. The Publisher cannot accept liability for any loss arising from the late appearance or non publication of any advertisement.

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CONTENTS

6 INDUSTRY UPDATE

Providing insights into the latest happenings within the hospitality sector, we share our Industry Updates.

11 HYGIENE & HOUSEKEEPING

We discuss how hotel housekeeping is evolving and how to work in line with this in order for your venue to thrive.

20 HOTEL OF THE MONTH Taking centre stage as our Hotel of the Month is Four Seasons London at Ten Trinity Square. In an insightful piece, we share details on how the venue’s core values contribute to a unique marketing strategy.

24 LANDMARK LONDON

28 47 EDITOR

Jade Evans jevans@cimltd.co.uk

EDITORIAL ASSISTANT Brooke Tremain bt@cimltd.co.uk

PUBLICATION MANAGER Declan Wale dec@cimltd.co.uk Tel: 01795 509 112

ACCOUNT MANAGER Jazmine Davis jazmine@cimltd.co.uk Tel: 01795 509 112

After recently refurbishing the Champagne Bar, we spoke with General Manager at The Landmark London, Fergus Stewart, to find out about the concept behind the bar and why the re-vamp was initiated.

45 A-Z OF 2023

Reflecting on what has been an unforgettable year for us, we look back at some of the highlights in an A-Z of 2023.

56 ACCOUNT MANAGER

DESIGN AND PRODUCTION

ADMINISTRATION MANAGER

James Taylor james@cimltd.co.uk

Manjeet Griffiths manjeet@cimltd.co.uk Tel: 01795 509 112

Natalie Murray admin@cimltd.co.uk Tel: 01795 509 103

CREDIT FACILITIES MANAGER Gwen Lee creditcontrol@cimltd.co.uk Tel: 01795 509 103

Grant Waters grant@cimltd.co.uk

SALES DIRECTOR Tom Woollin tom@cimltd.co.uk

CHIEF EXECUTIVE John Denning

MARKETING MANAGER Lucas Payne lucas@cimltd.co.uk

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INDUSTRY UPDATE

Chris Bancroft announced as GM of the Future 2023

hris Bancroft, Operations Manager at The Newt in Somerset, has been named the winner of the Master Innholder’s GM of the Future award at The Independent Hotel Show 2023. Alongside being granted the prestigious title, Chris will be awarded a place on the distinguished General Management Programme at Cornel University, New York, USA. Valued at over £11,000, the course will provide Chris with the opportunity to work on developing business expertise and leadership capabilities, as well as help drive self-empowerment and innovation. Chris, who has worked in hospitality for 14 years, was recognised at the awards on Monday 16 October for his engagement and passion within the industry. Judges commented: “Chris showed himself to be a caring leader and the focus on the welfare of his team was evident in his application. “It’s clear he loves the industry while still promoting a good work life balance. He demonstrated very creative new ideas for the hotel and showed why it’s so important to engage with the wider community and industry initiatives such as Springboard.

The Licensed Trade Charity Celebrates 2023 Award Winners

he Licensed Trade Charity (LTC), the industry charity supporting drinks professionals in need, with emotional support, specialist advice and financial assistance, celebrated the incredible professionals and businesses from across the drinks sector at its annual awards dinner last Thursday at Millennium Gloucester Hotel, London. Hosted by former international rugby player Martin Bayfield and senior leaders from the Charity, the LTC recognised the Charity’s leading supporters, volunteers, and fundraisers with winners of the 2023 awards including: • Fleet Street - Partnerships Award • Barons Pub Company – Staff Wellbeing Award (under 250 sites) • Punch Pubs - Staff Wellbeing Award (over 251 sites) • Alison Lee-Savage, LSG Purchasing - Fundraiser of the Year Celebrating with the award winners were staff, supporters, volunteers, and trustees of the LTC, whose ongoing support is vital for the Charity’s continued ability to assist so many people within the industry. Joining them were event sponsors Venners, Gig Realm, Curious Brewery, Phantom Brewing Co, Coca-Cola Europacific Partners, Bums on Seats, Dark Horse Wine, Lucky Saint Beer, Buffalo Trace Distillery, Madrí Excepcional, ProfessionalSecurity and Warren’s Gin, who all made the event possible, along with event organisers Inntegra. The awards evening was proceeded by the Licensed

“His strong ethics around being a great general manager were admired by all of the judges, showing as someone who is supportive with a clear sense of purpose and able to bring his team on the journey with him.”

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Trade Charity’s annual general meeting, with staff from across the Charity providing an update on its impact, and an overview of the vital support delivered by the LTC in 2022, which included assisting 36,606 people from the licensed trade, while awarding over £2.02 million in grants and services. Jim Brewster, CEO of the Licensed Trade Charity said: “Congratulations to all of the winners at this year’s awards, the energy and passion with which you serve the industry and support the charity in its mission to help people in need, from across the sector, is truly inspiring. A huge thank you to our sponsors, supporters, volunteers and trustees, because of your tireless effort, we have been able to provide significant relief to the industry and its people, in the face of unprecedented challenges.”

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

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06/02/2023 13:53

INDUSTRY UPDATE

The Burnt Chef Project Launches 2024 Gala Dinner

ollowing the hugely successful inaugural gala dinner in November 2022, The Burnt Chef Project has announced its second headline event, aptly titled Love Hospitality, taking place on Monday 25th March 2024 at London ExCel. A focal point for The Burnt Chef Project, Love Hospitality will see hundreds of people from across the hospitality and foodservice sector come together to celebrate and recognise dedication and hard work from across the industry. Showcasing all that’s great about the sector, the event will serve as a demonstration of all that can be achieved through our collective commitment. As a not for profit organisation working to support those suffering from mental health problems and reduce the stigma around mental health, Love Hospitality will also provide an opportunity for The Burnt Chef Project to raise vital funds to support the ongoing work of the social enterprise. Held on the first night of HRC 2024 in London, the event is set to take place in the Palace Suite at London ExCel. Returning as headline partner in 2024, leading equipment manufacturer, Unox, is once again demonstrating its commitment to The Burnt Chef Project, alongside supporting partners including HRC, ExCel Hospitality and Talent Hive.

Love Hospitality will take place in the Platinum Suite at ExCel London on Monday 25th March 2024. To find out more information about the partnership opportunities that are available, if you would like to purchase tickets for the event or if you would like to understand more about the work done by The Burnt Chef Project, please visit www.theburntchefproject.com

Hotel Marketing Specialist Clockwork Marketing goes for B Corp

K hospitality marketing specialist, Clockwork Marketing, has announced it has submitted its B Impact Assessment as part of the company’s drive to gain B Corp accreditation. B Corp certification is granted by global, not-forprofit, B Lab, an independent organisation that defines the highest standards for social, environmental and governance best practice for businesses. Clare Bushby, Managing Director of Clockwork Marketing explained: “Anyone who’s been in the tourism industry for a while, can’t be immune to the rise in overtourism in places like Barcelona, Edinburgh and Cornwall. “We’re aware of the part we play in promoting tourism and its impact on the environment and local communities. We want to become a more sustainable business, so we can advise our clients on this new path visitors are demanding. “83% of global travellers now consider sustainability a key part of their travel. This will only grow as travellers increasingly see sustainability as a “need to have” not just a nice to have.” To help hospitality businesses tackle the challenges head on, Clockwork runs the annual Tourism Summit, that explores “Tourism for Good” with expert speakers, workshops and panel discussions. www.clock-work.co.uk

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HYGIENE AND HOUSEKEEPING

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HYGIENE AND HOUSEKEEPING – ESSENTIAL 5

A CLEAN SWEEP Here we outline five key considerations for executing housekeeping and hygiene in your hotel.

1 3

WELL-TRAINED STAFF Ensure that your housekeeping staff are well trained in proper cleaning and hygiene protocols. They should be knowledgeable about the use of cleaning products, equipment, and best practices for sanitising different areas of the hotel. Regular training and ongoing education are essential to keep the staff up-to-date with industry standards.

ADOPTING A BRAND SCENT A unique and pleasant scent can become synonymous with your hotel brand. When guests encounter this scent, whether in your lobby, guest rooms, or even in marketing materials, they will instantly associate it with your hotel, which can work to enhance brand recognition and recall. Scent is closely linked to emotions and memories, so a carefully chosen scent can evoke positive emotions and create a strong emotional connection with your guests - this can lead to repeat visits and increased customer loyalty.

2 4

QUALITY CONTROL Have a system in place for a regular inspection of cleanliness and hygiene standards throughout the hotel. This can include surprise inspections by management or dedicated quality control teams. Ensure that there are accountability and feedback mechanisms to address any issues or deviations from the established standards promptly.

CLEANING SUPPLIES AND EQUIPMENT Cleaning supplies and equipment play a pivotal role in hotel housekeeping, and their importance cannot be overstated. Ensuring you use equipment from a reputable brand is essential for maintaining the cleanliness, hygiene and overall presentation of the hotel. Quality cleaning supplies make housekeeping staff’s role easier, enabling them to consistently provide a high standard of cleanliness, which directly contributes to guest satisfaction and positive reviews.

TECHNOLOGY The use of technology in hotel housekeeping can have several positive effects, ranging from increased efficiency and cost savings to improved guest satisfaction. Technology can greatly contribute to overall efficiency, and the use of automated room assignment technology can assist in assigning rooms to housekeeping staff, optimising their routes and ensuring a well-organised workflow. Digitalising housekeeping tasks can also work well for inventory management, with technology being able to track and manage housekeeping supplies and amenities, sending alerts when inventory levels are low. This prevents the hotel from running out of essential items. Along with this, technology can also help minimise waste by accurately predicting how much of each cleaning product is needed.

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HYGIENE AND HOUSEKEEPING – ESSENTIAL 5

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HYGIENE AND HOUSEKEEPING

KEEPING IN LINE With help from industry experts, we look at how hotel housekeeping is evolving, and ways to work in line with this.

ousekeeping in hotels is advancing in response to changing guest expectations, technological advancements, sustainability concerns and health and safety considerations. To work in line with these changes, hotel housekeeping staff must adapt and embrace new practices and technologies. Francesca Carone, Head of Housekeeping at Masseria Pistola, has noticed how the role of the Housekeeper in the hotel industry is the one that has evolved the most in recent decades, transforming a purely executive figure into a real managerial profile. Francesca believes that the Housekeeper must have the ability to juggle rooms, encourage team-building with her staff and have extreme attention to detail, from both a quality and cost control perspective. As the housekeeping landscape in hospitality continues to change, emerging trends come with it. The current trends in hotel cleaning which Francesca has witnessed are around using ecological products as much as possible, reducing the amount of water, using anti-wrinkle fabric

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sheets and avoiding ironing. In addition to following the latest trends in cleaning, Francesca sees that hotels must invest in cleaning and translation software that can help understand customer requests regardless of the languages used: “Making investments in voice technology within hotel rooms allows guests to request cleaning or replacement of towels at any time.” Housekeepers can leverage technology in their daily tasks, by using it to help assist the housekeeping department in its core jobs, allowing the team to improve efficiency and monitor and report progress. Examples of this would be the use of artificial intelligence to alert employees when rooms are empty, and then not taking time when they are occupied, and using robots to wash floors. Francesca said: “Having cleaning software can be one of the most important examples of how to manage cleaning tasks, and monitor the overall progress of your team, and you can create a list of tasks that need to be completed on any particular day.

HYGIENE AND HOUSEKEEPING

“Implementing ‘FlexKeeping’ software has allowed my team to communicate concisely.” “Technology integrates into home management and home hygiene; for example, with the air purifier, heating systems should be optimised for energy efficiency. The vacuum cleaner must be energy efficient; robots could be used for the floors, and thus reduce the need for chemicals as much as possible.” The COVID-19 pandemic has had a major impact on room cleaning because customers have become much more demanding. Francesca has noticed how hotel guests are now focusing much more on checking if the room is clean enough. “The first quality criterion of a hotel is the cleanliness of the rooms, and the key word is professionalism, dedicating more attention to ensuring its guests’ maximum tranquillity during their stay,” said Francesca, as she sees that attention must now be focused on the cleanliness of the rooms to offer the best possible service. The Housekeeper has a crucial role for the structure of a venue, and every day they face various challenges. Francesca highlighted the importance of supervising the work of your staff, providing assistance to customers in case of need and checking that health and hygiene regulations are respected. We asked Francesca what training and certifications are necessary for hotel housekeeping professionals, to which she said: “I don’t think specific training courses for the cleaning department exist necessarily. The figure of the

Housekeeper is to train the team according to company standards.” Keeping up-to-date with industry trends and best practices is essential for hotels to ensure their hygiene is at the top of its game, and this needs to start from the top. Francesca sees that it is the sector heads (such as agencies, specialised sites, sector magazines), as well as supplier companies (such as those who supply chemical products), who must promote and communicate with the team on elements like the new trends in products and practices surrounding cleaning. When Tatjana Jasinska, Housekeeping Manager at The Zetter, entered the industry just over 19 years ago, she recalled how the housekeeping team would clean around 18 to 22 rooms per day, whereas now the average is just 14 to 16. Tatjana explained how expectations from guests are higher in this climate as they desire more than just a clean room. When choosing a hotel, guests are influenced by finer details, such as the interiors, the amenities and the conscious decisions the hotel has made in putting them together. Tatjana sees that the gap between 5- and 4-star hotels, especially in London, has narrowed: “And in order to compete in such a competitive market, we must make considered decisions in every piece of the puzzle.” Housekeeping has become much more about offering www.thehotelmagazine.co.uk

HYGIENE AND HOUSEKEEPING

the guests an experience they wouldn’t get at home, such as folding and organising personal belongings. Behind the scenes, it is no secret that recruiting housekeepers following the pandemic is harder than ever, and Tatjana believes that this has certainly changed the way in which housekeeping departments operate. Looking at how technology has contributed to the evolution of housekeeping, Tatjana said: “Technology has been a game changer for us here at The Zetter. Implementing ‘FlexKeeping’ software has allowed my team to communicate concisely. Not only does the app work in multiple languages, but it also allows housekeeping teams to record everything in real-time and update other departments, such as reception and maintenance, immediately, sharing photographs of faults, rather than needing to explain verbally, which can sometimes be challenging. “On introducing this solution, we saw an immediate improvement in both cleanliness scores and maintenance valuation, along with cost control in regards to linen, cleaning products and consumables throughout our hotels. Through using the app, housekeepers save a lot of physical time and miles and allow me to keep up-to-date with their progress, allocate tasks and give live updates, rather than having regular briefings and phone calls.” With technology and sustainability currently being the two most prominent demands from consumers in the hospitality space, it’s important that hotels are working to reduce their environmental impact when carrying out

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housekeeping tasks. At The Zetter, sustainability is a big focus, and a high number of their guests choose the venue specifically for that reason. Tatjana said: “We are lucky enough to have our own borehole, which allows us to have our own eco water source, used for flushing toilets, and providing filtered drinking water. We use eco-friendly cleaning products, with fewer chemicals, have recyclable coffee cups on each floor and reduce plastic wherever possible by refilling toiletries. “Recently, we have changed to an eco-friendly laundry company, which, along with using eco-friendly products, also uses technology to measure the weight of the water required, along with the power needed, and deliver it to us in electric vans. Making conscious decisions is part of our everyday operation across our hotels, and our guests trust us to do so. We also give our guests the chance to do the same by asking if they would like to have their room serviced during their stay, (rather than automatically carrying out the service) to reduce their environmental impact.” Maintaining high standards of hygiene and housekeeping not only enhances the guest experience, but also contributes to the overall reputation and success of a hotel. Regular training and monitoring, and adherence to best practices, are essential for achieving and maintaining cleanliness in a hospitality establishment, as well as keeping up with the ever-changing landscape of the hospitality sector.

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HOTEL OF THE MONTH

DEPENDABLE ELEGANCE As a prestige venue which makes up part of the renowned Four Seasons portfolio, we caught up with Marie Fleury, General Manager at Ten Trinity Square, in an exclusive interview to find out how the famous five-star hotel remains as a leader in London’s competitive hotel space.

ituated in a historic building known as Ten Trinity Square, since its launch in January 2017, Four Seasons Ten Trinity Square, has had a huge impact on the wider and well-established Four Seasons portfolio. As consumers continue to search for memorable experiences post-pandemic, the hospitality scene is only growing in popularity and Marie explained how staying relevant is a relentless pursuit: “It’s about challenging the way we do things every day and never resting on our laurels.” While Marie understands that marketing is undoubtedly key to this, she revealed that the team strive to have a holistic approach that speaks to the many facets of their operations to ensure the venue is maintaining its position among the top hotels in London. Explaining at the heart of everything Ten Trinity Square does is a sense of creativity, passion and desire to push boundaries in order to create bespoke and meaningful experiences, Marie said: “Whether this be through offers and activations or the day-to-day interactions with our guests; ultimately our people and our guests are our greatest assets, and we’re committed to listening to both to continue to evolve and grow.” Offering a culinary escape through the grand and eclectic selection of food and beverage outlets on-site, providing choice is important at Ten Trinity Square to enable the venue to appeal to both in-house guests and local Londoners. Recalling memories of the venue’s humble beginnings, Marie added: “While Ten Trinity Square was being renovated prior to the hotel’s opening, Four Seasons along with our ownership group Reignwood recognised the importance of offering a premium yet diverse F&B programme as part of the guest experience.” The hotel boasts two signature restaurants which are La

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Dame de Pic London, the two-Michelin starred restaurant of the world’s most decorated female chef Anne-Sophie Pic, and Mei Ume, the Chinese and Japanese restaurant which serves traditional dishes that are brought to life with an elevated, modern twist. Marie revealed how the

HOTEL OF THE MONTH

“The reputation the accolade brings makes the restaurant a natural choice for special occasions and celebrations.” venue’s signature restaurants are complemented by its all-day dining concept in Rotunda Bar and Lounge, and the fantastic dining room in Ten Trinity Square’s Private Member’s Club. “We feel it’s crucial to provide guests with the convenience of a range of culinary options at their fingertips, without the need to leave the hotel,” Marie added. We were keen to understand the effects the Michelin Star status has on footfall at the venue, to which Marie explained that La Dame de Pic’s two Michelin-star rating not only demonstrates the quality of the cuisine and experience at the restaurant, the recognition helps to set the restaurant apart in London’s very competitive culinary scene. “The reputation the accolade brings makes the restaurant a natural choice for special occasions and celebrations, and helps ensure we’re front of mind for visitors who want to experience the very best in dining that the city has to offer. “It’s also a testament to the strength of the hotel’s offering more broadly, and helps emphasise our F&B centric approach to guests and Londoners alike,” Marie commented. As wellness continues to centre consumer’s demands as the look for overnight stay venues, keeping up with this tendency is important to Ten Trinity Square. Marie explained how they have a strong wellness offer at the

hotel with a range of facilities that make it easy for guests to prioritise their self-care, whether visiting for business or leisure: “Our spa is equipped with a state-of-the-art gym, hammam, sauna, steam room, pool and vitality pool, in addition to our team of expert therapists and treatment rooms. We also have award-winning London hair and beauty salon Gielly Green on site. “We ensure our offering complements the latest wellness trends by keeping abreast of emerging developments and demands. We are in close contact with our international counterparts to ensure we are considering wellness from a global lens,” said Marie. Speaking on the venue’s goals – short and long-term, Marie revealed how the past year has been a period of enormous growth for the hotel and the team are very proud to have achieved so many key milestones, from celebrating Ten Trinity Square’s centenary to introducing their residence offering to the market, as well as being recognised in the Conde Nast Traveller 2023 Reader’s Choice Awards as the #2 Hotel in London, and ranking among the 50 best hotels in the world. Marie finished by saying: “We’re excited to continue build on these efforts, while adapting to the new post-covid international environment. We will also be increasing our residence inventory and look forward to establishing the units amongst the city’s most preeminent.” @fstentrinity www.thehotelmagazine.co.uk

BUSINESS

MEMBERS ONLY In an exclusive interview with the Membership team at Ten Trinity Square Private Members Club within the Four Seasons, we discovered how the design and atmosphere aim to enhance the guest experience, promoting repeat visits.

Can you tell us about the idea behind the Members Club and whether it is exclusive to Ten Trinity Square? The idea behind Ten Trinity Square Private Members Club is to provide an exclusive venue for high net-worth individuals to conduct business, enjoy fine dining, and appreciate exceptional wine in the heart of London. Its location in the city is strategically positioned to be easily accessible for professionals who work in the financial district, making it a convenient place for discreet business meetings, elegant lunches, and after-work gatherings. Regarding the exclusivity, Ten Trinity Square is unique to its location in London. The Club holds the distinction of being the only Private Club within the Four Seasons portfolio, enhancing its prestige.

What benefits do members enjoy?

Being a member of Ten Trinity Square Private Members Club offers an array of exclusive benefits and privileges. For business-oriented members, state-of-theart meeting rooms are available, providing an ideal environment for hosting business discussions and events. Members can savor a meticulously curated wine program featuring renowned Château Latour wines directly from Bordeaux, France. Additionally, the Club hosts the only cigar lounge in the city, providing a refined space for

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members to relax and enjoy their favourite cigars. Members enjoy access to the luxurious spa and gym facilities offered by the Four Seasons Hotel London at Ten Trinity Square, including a 14m indoor pool, 12m vitality pool, steam room, sauna, 24-hour fitness Centre, and special offers on treatments. Furthermore, membership extends beyond the Club’s walls, with access to a selection of exclusive reciprocal clubs worldwide (such a New York, Dallas, Switzerland and more). This global network of clubs allows members to enjoy similar privileges and experiences in various locations.

What additional privileges does the Club offer to Four Seasons Ten Trinity Square guests?

Hotel guests residing in the Private Residences of Four Seasons Hotel London at Ten Trinity Square enjoy a notable benefit—full access to the Club throughout their stay. This access proves to be particularly advantageous for those with extended stays, typically lasting longer than a month, as they find the Club an ideal venue for hosting their private business meetings and corporate dinners. What sets this arrangement apart is the Club’s exclusivity. While it enhances the experience for those who are part of it, the majority of hotel guests do not have access to this exclusive space unless they themselves become members.

BUSINESS

“The Club holds the distinction of being the only Private Club within the Four Seasons portfolio, enhancing its prestige.” Can you elaborate on the history of the Club and how this offers a unique selling point? Ten Trinity Square Private Members Club is closely intertwined with the historical significance of its location. Ten Trinity Square is a remarkable landmark in London, having originally served as the headquarters of the Port of London Authority. Designed by famed architect Sir Edwin Cooper, this Grade II* listed building was first opened by Prime Minister David Lloyd George in 1922. The Club sits within the former Executive Offices of the property, and retains many of the stunning original features. The history becomes a key part of the Club’s uniqueness, as it offers members an opportunity to be part of an exclusive space that is rich in tradition and culture. The historical backdrop of the Club’s location not only adds a sense of prestige and significance, but also provides a unique atmosphere for conducting business, enjoying fine dining, and savouring exceptional wines.

The Club boasts some very prestigious wines, how do you market this factor to new members?

Ten Trinity Square Private Members Club hosts an exclusive partnership with Château Latour in Bordeaux France, offering an unparalleled wine program in London. The expert Sommeliers guide members in selecting from magnum

bottles to vintage wines dating back to the 1930s, creating an exceptional tasting journey. The Club also hosts an annual Château Latour wine sale, offering members the opportunity to purchase a curated range of wines directly from the cellar. Additionally, the Club hosts curated experiences such as exclusive tastings, masterclasses, and wine pairing dinners, fostering a sense of community among members. The true showstopper is the Château Latour Discovery room, featuring floor to ceiling wine fridges and light fixtures replicating the Bordeaux wine cellar. Extravagant long-table dinners have been hosted here along with lavish wine tastings.

How do you factor in events as part of your Club membership?

There’s an extensive event program which we create based on members’ interests. Featuring quarterly parties in the Four Seasons penthouse, speaker events with influential business figures, art exhibitions, investor networking series, and Château Latour dinners. Members also receive offsite access to London’s most luxurious brands, including Diptyque, Aston Martin, Harvey Nichols, Breguet, and Guggenheim. @tentrinitysquareclub www.thehotelmagazine.co.uk

BUSINESS

A SPARKLING REFURBISHMENT We headed back to Marylebone’s Landmark London Hotel for a catch up with the venue’s Chief Executive Officer, Fergus Stewart, to find out about the recent refurbishment of the on-site Champagne Bar. With the interview taking place in said Champagne Bar to get a genuine feel of the space, we reveal how the drinks menu was carefully curated, as well as what’s next for the renowned hotel.

When was the refurbishment of the Champagne Bar launched?

It’s a beautiful space to sit in, whatever the time of day, the morning or the evening, because as the light changes, the atmosphere of the space does too. We just felt that we had to do something which could be used by more guests, more of the time.

Can you tell us what initiated the decision to give it a re-vamp?

Can you tell us a bit about the concept?

We were working on the project for over a year, but the bar itself opened a few months ago, at the beginning of the summer.

We have a unique space in London, in that we’ve got this atrium with the glass roof which brings so much light, whereas most London hotels are enclosed and quite small, which is the nature of old buildings. The space was previously used for teas, coffees, and banquet use, but we decided we weren’t using it to its full capacity, with it being so distinctive.

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The idea of putting a bar somewhere is normally associated with people drinking in the evening, but we noticed that, because of the ambience and the atmosphere of this space, a lot of people were coming in and saying “let’s have a wine” or “let’s have a cocktail”, and this is something I observed for a long period of time. This consumer behaviour is what made us dedicate the space specifically to a Champagne Bar. The

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idea is that people will come up and have afternoon tea with a glass of champagne or a cocktail. In the space we offer a Seafood Afternoon Tea, which is very unique, and I’m not sure if anywhere else in London offers this. It includes picks like brioche with lobster, prawns and oysters, all of which go perfectly with a glass of champagne.

The Landmark boasts a range of food and beverage outlets: why do you think it was important to add something completely different, like the Champagne Bar?

It’s quite unusual for a hotel to have three dedicated bar spaces, but we felt that there were different types of occasions and different reasons for wanting to entertain. What we’ve got now is the Great Central Pub with great food, which is very relaxed and seats a number of people, depending on the occasion. We’ve got the cocktail bar, which is The Mirror Bar – a real elegant space, where we’ve recently added a Cigar Terrace. The cigars can be paired with Cognacs

and whiskeys, and it’s a place guests can go pre-dinner or post-dinner. And then, we’ve got the Champagne Bar, which can be used all day, and we often have people coming here before they go to the Marylebone Registry Office. People use it pre-dinner, and some guests just sit here and order food from our Small Plates menu – it’s a really versatile part of the hotel.

What is it that makes The Landmark’s Champagne Bar stand out from others in the area?

Curating the Champagne list was quite important. We were approached by a number of Champagne houses to dedicate the bar to their brand, but we didn’t want to do that. We wanted to talk to a number of houses, so we could offer a good variety. Champagne has got a perception of being very expensive, but we wanted to make sure there were three or four champagnes on the menu which were affordable, because we don’t want it to be seen as a space which is www.thehotelmagazine.co.uk

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overly extravagant and expensive. We do boast some unique vintages, but we also have a selection which everyone can afford, by offering this broad menu, we appeal to everyone, and guests don’t have to spend an arm and a leg – we wanted to make it accessible to as many people as possible.

What elements did you prioritise with the refurbishment in order to create an inviting and elegant ambience?

We definitely wanted to have a round bar. This was something I was very insistent on from the very beginning. The round bar offers a really sociable feel, especially for those who visit on their own, who may sit at the bar and meet other people.

What’s next for expansion or ‘newness’ at The Landmark London?

There’s lots on the horizon. In line with the newly launched Cigar Terrace, we will be introducing pop-ups with whiskey companies at The Grand Central. We haven’t done this before, but we’d like to work with small, family-owned brands. We’re in talks at the moment with two very small distilleries, because, as an independent hotel ourself, we’d

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like to work with some independent drink suppliers. We’re also currently working with a designer to design our nine Principal Suites. At the moment, the suites are one bedroom, but we are working to convert them into two and three bedrooms. We’ve noticed since COVID that there is a lot of demand for suites when guests are staying, particularly for families who are travelling, more so than pre-pandemic. The spa is the one area of our hotel which perhaps needs a little bit of rejuvenation, so we’re currently working on that too. Now that we’ve completed the rest of the hotel, the spa stands as something that needs a bit of attention: this wasn’t noticeable until we renovated everything else. Our chefs have also recently won Bake Off: The Professionals! We’re now working to introduce a cake shop in the north entrance, at the old reception desk which isn’t used as much anymore. We will be doing a pop-up cake shop in December, which will feature the cakes that were in Bake Off: The Professionals, and we will see how it works. If it’s well-received we will look to make it a permanent fixture. @the_landmark_london

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HOTELS AROUND THE WORLD

A CARIBBEAN FAVOURITE Sugar Beach, A Viceroy Resort, St. Lucia

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HOTELS AROUND THE WORLD

4,223 MILES FROM HOTEL HQ

he Caribbean’s most legendary resort, Sugar Beach, A Viceroy Resort is an iconic destination located on the shores of St. Lucia, nestled between the picturesque UNESCO Pitons. Boasting 130 guestrooms with a multitude of accommodations for parties of all sizes, each rooms provides sweeping views of the sea, pitons, and artwork sprinkled throughout the property. James Wyndham, Managing Director at Sugar Beach, A Viceroy Resort explained that it’s the sought after location that has made the venue a popular destination for leisure travellers for many years: “At Sugar Beach we strive to offer the most exceptional service through our carefully curated food and beverage offerings and wellness facilities, showcasing the unique offerings of the island.” Over the years the team have hosted a number of highprofile weddings, as well as winning a number of awards with publications such as Travel + Leisure, Forbes, Conde Nast Traveller and more, which fuelled the label as ‘a leading resort in the Caribbean.’ Keeping in line with evolving trends in hospitality, specifically the growing demand for wellness, Sugar Beach prides itself on its wellness offering, creating the utmost relaxing and unique environment for our guests. James told us how the treatment rooms at the spa are in the middle of a rainforest in individual treehouses, offering our guests a calm and serene setting whilst enjoying an array of treatments. The venue also partners with leading wellness brands such as Tata Harper and Supergoop, as well as having its own local line of coconut oils and creams. “It’s important to keep up to date with the wellness trends, but also establish a great hotel signature treatment menu. We have a great fitness centre with state-of-the-art equipment, and a yoga studio, we also have a fitness class schedule our guests can take part in,” James added. Recognising that wellness goes further than the spa, the resort’s fitness offering includes tennis courts and water sports, with amazing snorkelling right at the hotel beachfront. As St. Lucia is known for its hiking trails for all levels, Sugar Beach we work with guides to organise the perfect day out in nature for guests, exploring the beauty

of the rainforest and waterfalls. Aligning an element of Caribbean culture to the ethos and overall design of Sugar Beach was important to the team which is why the guestrooms and villas have been designed so that all spaces showcase the amazing views of either lush tropical rainforest, Caribbean Sea and the Piton mountains: “It subtly blends modern luxury living into its natural surroundings,” James commented. In line with that Caribbean flair, the food and beverage offering is not forgotten as every week the resort has Creole Night, where there is Caribbean influenced cuisine served at the on-site Bonte Restaurant & Bar and Jalousie Grill: “We offer a traditional Caribbean BBQ menu showcasing the best local seafood, meats, fresh fruit and vegetables, it’s very popular with our guests. In addition, in all our restaurants our chefs partner with local farms and food producers, using locally grown sustainable and organic ingredients,” added James. The hospitality sector and hotel space itself differs from the UK in the sense that St. Lucia as a country is dependent on Tourism, with James explaining it as “the lifeblood of the country.” James explained that he sees working within the tourism sector as a “prestigious position to hold”. James revealed how, in addition, attracting young local talent into our business is fundamental in building a workforce of skilled hospitality professionals. At Sugar Beach, they place an enormous emphasis on our Learning & Development program to ensure they are providing best building blocks for their colleagues to have a long, enjoyable and successful career at the resort In terms of what another hospitality venue could take from Sugar Beach from a business POV in order to boost revenue, James spoke about the strong community at the resort, commenting: “We have people that have worked with us for over 20 years, who are really dedicated to the job and who care a great deal about the resort and its guests. When you have such a strong team it really makes such a difference to the guest experience and contributes to our guest return rate. @sugarbeachviceroy

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REVENUE TRANSFORMATION In this exclusive case study, we review how the Red Carnation Hotel Collection centralised their commercial teams with an agile revenue stream implemented by IDeaS.

ounded in 1952, the Red Carnation Hotel Collection is family-owned, comprising of eighteen luxury properties around the world, each renowned for its dedication to providing exceptional guest experiences with a local

flavour. The team wanted to revitalise its strategic approach to revenue management and consolidate the function within a centralised commercial team. Sarah Glanville, Red Carnation’s Director of Revenue, had seen the value

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of IDeaS’ RMS data in informing the wider commercial function and managing performance metrics. “We typically use IDeaS for most things like last room availability reporting and managing our BAR levels. We get indications on what rates we should set, and we blend these with our ADR metrics,” Sarah said. IDeaS also supports group evaluations, segmenting, and forecasting, as well as providing the data to communicate the strategy to wider commercial and operational teams. “We need to keep a close eye on how every property

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is behaving and support each general manager,” Sarah explained. “The reports have lovely graphs and are very beneficial for general managers who require a visual view of business performance versus the revenue team working directly with the numbers. We display information depending on whom we are talking to in the hotel.”

Rethinking People. Revitalising Revenue.

In 2020, Red Carnation centralised its commercial and revenue function to improve efficiencies and focus on delivering a revenue-generating guest experience across the portfolio. “It’s important to bring everyone together as one commercial team,” said Suzie Thompson, Vice President of Commercial at Red Carnation. “There are so many factors that play into the commercial strategy that we must be aware of one another’s perspectives.” The commercial team now aligns revenue more closely with sales, providing an increased understanding of trends, lead times, and purchase behaviour – areas where IDeaS RMS really comes into its own. “We need to keep an eye on supply – and the landscape is very different to what it was three years ago. Using all the information we have, our revenue strategy is more flexible and agile,” Suzie added. She has also encouraged her team to see their six London properties as one single 600-room brand experience. “Having a different commercial approach to inventory gives us more opportunity,” she said. “We are focusing on how to maximise the full estate.”

Change of Mindset: Offsetting Costs

Typically, Red Carnation was ADR focused. However, following a period of improved performance and strong traveller markets, there is little room to leverage room rate

without impacting guest expectations. Therefore, the team has turned its focus to maximising total revenue from guests to offset costs. “We had a record-breaking 2022, with ADR up 20 percent since 2019,” said Suzie. “With increased operating costs, we need to make considerably more revenue to make the same profit. IDeaS is crucially important to maximise our overall revenue.” Insights provided by IDeaS identify demand, letting the commercial team create special offers at the right time for the right audiences, ensuring its prices reflect the opportunity. “It’s important that we use facts to doublecheck our assumptions,” she concluded.

Improving Metasearch Investment

Red Carnation has also invested heavily in metasearch as part of its direct booking strategy. Rate parity data has been essential to continually maximise the performance of their listing. “We see Google overperforming year on year, and this really does help us retain good direct real estate within search engines. The metasearch delivers revenue growth and improved ROI every month,” said Suzie. “IDeaS really crosses over between the revenue and direct marketing teams allowing us to better manage costs, commission, and acquisition.” With further investment planned in metasearch, the team needs to ensure they are doing all they can to maximise impact. For this reason, managing rate parity is essential to get the best return. IDeaS, alongside OTA Insights, has proved particularly effective for picking up anomalies further out. “Having that transparency into high-performing dates or events enables us to react much quicker,” Suzie explained. ideas.com www.thehotelmagazine.co.uk

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AN UNPARALLELED SLEEP In an exclusive editorial with Simba Sleep, we explore the opportunity to elevate the guest experience with their new Contract Mattress Collection.

ith over 250,000 five-star reviews and 60+ industry awards, Simba’s Contract Mattress Collection is a culmination of years of sleep research, cuttingedge technology, and an unwavering dedication to the art of slumber. Catering to different price points and preferences, the collection features three distinctive offerings – the Simba Pro Contract, the Simba Luxe Contract, and the Simba Green Label Contract - Simba’s most sustainable mattress yet. Simba’s end-to-end service also ensures a seamless experience, from consultation and design to delivery, and even mattress disposal and recycling.

Engineered for Excellence, Crafted for Comfort

At the heart of the collection lies the award-winning Hybrid® technology, a hallmark of Simba’s innovation - meaning guests can enjoy the Simba sleep experience; uninterrupted slumber, awakening refreshed and rejuvenated. Every Simba Contract mattress adheres rigorously to CRIB 5 fire regulations, ensuring both comfort and safety. The UK Fire Regulations Act of 1988 has been surpassed, allowing both hoteliers and guests to rest assured in Simba’s commitment to their wellbeing.

Sustainability as a Guiding Principle

In 2023, Simba became the first UK sleep brand to secure global B Corporation™ status, marking a significant step toward its ambitious goal of achieving net-zero status by 2030. As part of Simba’s zero-waste commitment, it recently opened its state-of-the-art, not-for-profit mattress recycling service to accept any brand of mattress – with no purchase necessary. Environmentally-conscious hotel guests will appreciate the new sustainable features of the range, including glueless construction, reduced foam, fully recyclable and low carbon materials. Give your guests the gift of deep, restful slumber in superior Simba comfort, with products that are expertly designed to be kinder to the planet.

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Simba’s CEO, Steve Reid, said: “In an era where hospitality providers are constantly challenged to deliver exceptional experiences, Simba’s new contract trio not only meet but exceed these expectations. The collection epitomises the brand’s dedication to transforming sleep.” Simba’s Wholesale & Contract Lead, Keri Blunden, said: “Simba is dedicated to assisting hoteliers with a premium, socially responsible sleep solution. Our durable, sustainable beds will resonate with travellers whose booking choices are increasingly influenced by their commitment to environmental values.” Simba would love to work with your hotel. Please come to visit us and try the range for yourself at the Hotel Interiors Experience, taking place 16-17 November 2023, at the Business Design Centre, Islington. Find Simba at stand U16, or get in touch via email: wholesale@simbasleep.com simbasleep.com

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SPACES THAT INSPIRE Design studio, Cocoon & Bauer, returned as a design partner to the Independent Hotel Show 2023. This year, the hospitality interior design experts created the show’s Members Suite, a space for hoteliers to network, relax and do business. In this exclusive interview, Managing Director, Peter Turner, talks about this year’s design. You were a design partner of the prestigious Independent Hotel Show, please tell us what this meant?

We were honoured to be offered this! Following on from the fantastic design we provided last year for the Inclusive Hotel Room, Independent Hotel Show Event Manager, Glenn Wallace, approached us to look at the Members Suite so that it had the same dramatic impact the bedroom did last year. I think it gave us even more scope to showcase our talents in interior design and make it the place for hotel experts to visit.

What was the inspiration behind this year’s design?

I wanted the Members Suite to be anything you wanted it to be and to resemble nothing. This seems a strange aesthetic to aim for, but I wanted to create it to be all things; a lobby, a bar, a lounge, a rooftop terrace – anything. It shows visitors the ability for any space to become what you need from it by using correct furniture in a clever layout with the right finishing touches and accessories.

Did the design come out as you had expected it to, and what reaction did you receive from IHS visitors?

The actual design looked even better than the visuals we’d produced. The atmosphere and feeling in the suite was fantastic, it was really busy throughout the show and the furniture we used, provided to us by our wonderful partners: Ocee Design, Vepa, Bisley and Frovi, allowed the space to be fluid and agile accommodating each group’s needs. The reaction from the Independent Hotel Show’s visitors has been brilliant and I think the fact it was so busy proved to us it was a hit!

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Do you enjoy working at the Independent Hotel Show, and will you be returning next year?

We love working with the team at the Independent Hotel Show, they couldn’t be more helpful and generous with their time. You’ll have to watch this space – maybe! www.cocoonandbauer.co.uk

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NAVIGATING THE GREEN WAVE To combat the escalating environmental crisis, the UK has rolled out a comprehensive ban on single-use plastics in 2023. While this has ecological benefits, it also poses a challenge to the hotel industry. This editorial explores the implications of the ban for the UK hotel market and highlights alternative sustainable products available from Hotel Buyer. The Single-Use Plastics Ban: A Green Revolution

The 2023 single-use plastics ban covers a wide range of items, including plastic straws, stirrers, cutlery, and takeaway containers. The intent is to reduce plastic waste, decrease the burden on landfills, and mitigate the ecological harm caused by plastics in oceans and ecosystems.

Implications for the UK Hotel Market

The UK hotel industry has traditionally relied on single-use plastics for convenience and hygiene, but the ban requires a significant shift in operations. This transition presents several challenges and opportunities for hotels: Operational Challenges: Hotels must find alternatives for in-room amenities, such as plastic-wrapped toiletries, and replace disposable items like plastic cups and cutlery in their dining facilities. Transitioning to more sustainable products and can be a logistical and financial challenge. Guest Expectations: As consumers become more ecoconscious, hotels are under increasing pressure to provide sustainable alternatives. Hotels that embrace these changes will not only meet guest expectations, but also enhance their reputation. Savings and Long-Term Benefits: While the initial cost of replacing single-use plastics with sustainable options can be higher, it often leads to long-term savings and positive environmental impacts. Reusable items can also be branded to enhance the hotel’s image. To navigate the ban effectively, hotels can turn to Hotel Buyer for a range of eco-friendly solutions. Here are some alternatives available: Eco-Friendly Toiletries: Sustainable toiletry options, such as refillable dispensers, which reduce plastic waste whilst maintaining a high standard of guest experience. Biodegradable Cutlery: Hotel Buyer offers biodegradable

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cutlery made from materials such as corn-starch, bamboo or sugarcane, providing a sustainable and stylish dining solution. Reusable Glassware and Tableware: High-quality reusable glassware and tableware can replace single-use plastic cups and plates, offering both sustainability and elegance to hotel guests. Eco-Conscious Linens: Eco-friendly linens and towels are made from organic cotton or other sustainable materials, enhancing the hotel’s commitment to sustainability. The 2023 single-use plastics ban in the UK is a significant step towards a greener future, it also offers an opportunity for hotels to demonstrate their commitment to sustainability and meet evolving guest expectations. Hotel Buyer provide access to a wide array of sustainable alternatives, allowing hotels to adapt and thrive in this ecoconscious era. By embracing these changes, the UK hotel market can play a vital role in preserving the environment for future generations. www.hotel-buyer.co.uk

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STAY ALERT In this exclusive editorial, we explore the innovative Alertify monitoring devices, and find out why it’s an investment in guest satisfaction, peace of mind and security that no hotelier can afford to miss.

n an industry driven by the pursuit of exceptional guest experiences, hoteliers constantly seek innovative solutions to improve their operations. One such ground-breaking technology is Alertify, a room monitoring system designed to address a range of common issues in the hospitality sector. By monitoring noise, occupancy, and indoor smoking, this device has the power to significantly enhance the guest experience and, more importantly, bolster a hotel’s bottom line.

Monitoring Noise and Occupancy Violations

For any hotel, maintaining a peaceful environment is crucial for guest satisfaction. Noise disturbances and crowds can quickly escalate into uncomfortable situations, leading to negative reviews, compensation requests, or, in severe cases, even eviction. Alertify’s sophisticated sensors monitor noise levels and elevated occupancy such as crowd gatherings in real-time. By setting customised thresholds and receiving immediate alerts, hoteliers can prevent problems before they escalate. Staff can address noisy and crowded rooms promptly, mitigating guest discomfort and ensuring that other patrons enjoy a tranquil environment. Furthermore, this feature isn’t just about quieting noisy neighbours. This hotel noise monitor has the potential to boost the hotel’s revenue. By preventing noise disturbances, unauthorised guests and parties, hotels can avoid costly disruptions and maximise room occupancy. Fewer disturbances mean happier guests, higher occupancy rates, and ultimately, increased profits.

and incident reports provide clear and objective evidence to resolve conflicts. These reports are invaluable when addressing noise, occupancy, or smoking violations, making it easy to justify charges, claim damage deposits, and maintain an objective stance in guest interactions.

Eliminating Indoor Smoking Violations

Improve Your Bottom Line

Hotel smoke damage from smoking in non-smoking rooms poses significant challenges for hotels, including cleaning costs, potential damage to property, and unhappy guests. Alertify’s sensors can detect smoking violations in realtime, alerting hotel staff to address the issue promptly. By installing this hotel smoking monitor, hoteliers take a proactive approach that can save hotels from dealing with costly clean-up and potential disputes with guests.

Preventing Disputes and Enhancing the Guest Experience

Disputes with guests can be costly in terms of time, resources, and reputation. Alertify’s detailed historical data

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Alertify’s multifaceted approach not only enhances the guest experience but also boosts the hotel’s profitability. By reducing noise disturbances, preventing smoking violations, and optimising room occupancy, hotels can save on operational costs, decrease disputes, and ultimately increase their revenue. In the competitive hospitality industry, finding the right tools to improve efficiency and guest satisfaction is key to long-term success. Alertify is more than a room monitoring system; it’s a paradigm shifter that is helping hotels worldwide to achieve their operational and financial goals. alertify.io

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MUSIC TO MY EARS Owen Watters, CEO of Roberts Radio, joins us for an exclusive interview about the brand that’s renowned for marrying the finest of British engineered technology with a signature style and design. The leading household name in the audio industry holds Royal Warrants, and we explore how the brand aligns with hotel values.

What can Roberts Radio bring to a hotel room?

Roberts has been around since 1932, there’s this strong sense of familiarity that resonates. When you lock eyes with that timeless design, immediately you feel this sense of warmth, a home-from-home feeling. I think that’s why there is this beautiful synergy with some of the hotels we have been privileged to work with. Always there to bring conversation when sought, whether through your favourite radio station and hosts, or to fill the space with background noise, or even to simply set the perfect mood.

How does Roberts Radio help a hotel connect with its guests?

I think it really comes down to the quality of the product, and we are incredibly lucky that fans of Roberts recognise us for this. There’s a fantastic sense of bringing people together when you think about Roberts, and this relates a lot to hotels, who have specifically curated these warming escapes where people can really focus on that time together. It’s such an uplifting feeling to know that renowned spaces such as Soho House, Gleneagles, The Ned and The Hoxton embrace this

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shared value, not only in the UK, but in some of their global destinations too. For me, I treasure that our smart radios can work anywhere in the world. We can connect people to their favourite stations from home, almost transport them to the places they might long for or share meaningful connections with. Whether travelling, moving abroad, or recollecting old memories, Roberts eases that connection.

In-room entertainment and aesthetics go handin-hand, and with both of these contributing to the guest experience, how does Roberts Radio work with this in mind?

We have a colour for every mood. We are one for loud colour lovers, and one for minimalists. Our classic Revival style adds an iconic retro feel to the space that can be dressed up or down. That’s the beauty of it, it can take up as much or as little space as you want it to. You can’t help but be drawn to its design, there’s a curiosity in wanting to switch it on before delving into its technology. www.robertsradio.com

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HYBRID HOSPITALITY Hybrid hospitality has been around for many years, growing steadily but largely remaining on the fringes. But now, it’s firmly hit the mainstream and the experts at Mews advise on the importance of embracing the evolution of hotel spaces.

paces around the world are becoming infused with hospitality. Offices are adding concierge services and F&B options. Apartment groups are introducing hotel services. This hotelisation of public and private places reflects our growing need for flexibility. Besides, multi-purpose is both more practical and more profitable. If you’re running a traditional heads-in-beds hotel, there’s no need to panic. Properties are still figuring out the most operationally efficient and guest-satisfying ways to enable blended living. It’s not too late to jump aboard the blended bandwagon. So, where do you begin? As with most changes, it starts with a mindset shift. That means rethinking how you measure and sell space and time. Moving away from the ‘night’ as a unit of time is usually one of the first steps in becoming more flexible and more profitable. Why only sell nights when you can sell days too, or even by the hour? Your goal is to provide a combination of space, time, and services in the most flexible way possible. But embracing the new doesn’t mean you have to throw away the old entirely. With blended hospitality, you can still have night stays as a good proportion of your bookings – only now you can supplement these with additional revenue as well as reach more demographics. The other big mindset shift is putting guests at the centre of your experience. Hybrid hospitality demands that you think about the different guests you want to attract. There isn’t one unified set of guest desires and expectations, but it’s critical to think not only of what you want to sell, but what and how guests want to buy. For instance, one Mews-powered hotel generated close to £90,000 in less than a year thanks to managing and selling their parking spaces through our platform, while also making big time savings by cutting out the need for manual data entry. All they had to do was make these spaces easily bookable to guests and non-guests, and hey

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“Why only sell nights when you can sell days too, or even by the hour?” presto. Simple, no friction booking across multiple services is often the difference between a room-only reservation and a hybrid one. Successful hybrid hospitality also largely depends on creating an engaged community. This can be complex and time-consuming, so it’s key to have a hospitality cloud that allows you to build and manage this community easily, whether that’s through tools within the platform or through open connectivity. Innovators like The Social Hub are leading the way when it comes to community building. They let their community of users define what services they offer, whether that’s flexible co-working spaces or pop-up barbers. While traditional hoteliers think solely about ‘impact travel’ when people have a specific need to go somewhere, hybrid hospitality requires a more holistic outlook. You could be looking after someone for as long as a year, so reaching other aspects of their lives is essential. This guest-first approach is key to how Mews operates. We’ve developed new system architecture that uses different space types, such as parking spots, meeting rooms and offices. We’ve built new time units such as day use and month stays, all of which ultimately give guests more choice in what they can book and how they can book

it. Of course, hoteliers benefit too. These new features and services can be easily managed from within a single platform, streamlining operations and saving huge amounts of time. Add to that the additional revenue from a wider, more varied customer base, and there’s an awful lot of upside. We’re already working with the likes of edyn, Ennismore, The Social Hub and Generator Freehand Hotels, and their success is a live demonstration that hybrid hospitality is more profitable and more resilient. We’re seeing more hoteliers branching out into extended stay options as their first step into hybrid hospitality, which is a good place to start. Our own data shows us that despite lower ADRs, long stays end up being more profitable for the hotel, as well as much less likely to cancel. Over a fifth of all Mews properties now practice hybrid hospitality by offering additional bookable services, from day use to parking spots, meetings rooms to wedding tents. This has generated over £73m of additional revenue for these properties, proving the demand for hybrid hospitality – and the rewards for hoteliers that embrace it. www.mews.com www.thehotelmagazine.co.uk

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2023 ROUND UP

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A-Z OF 2023

A LOOK BACK Spending time to reflect on what a pivotal year 2023 has been for not only us but the hospitality space as a whole, we share a round-up of some highlights in an unfeigned and exciting A-Z.

- Aldwark Manor Won a Prestigious Award This summer saw Aldwark Manor Estate become globally recognised by Tripadvisor as a 2023 Travelers’ Choice award winner. The coveted award placed the Aldwark-based Estate as a top 10% hotel worldwide. Christophe Gitton, Estate Director, said: “Aldwark Manor Estate is famed for its ‘Never Ordinary’ proposition, and this Tripadvisor award truly confirms it.” A further £22m investment is underway, including a fine dining addition, and a state-of-the-art spa, leisure club, conference centre and 40 additional bedrooms. Awards are a fantastic way of not only elevating your reputation but improving the guest experience too, this year could be the one you choose to apply for a series of titles.

– Bar Magazine Awards Taking place on Monday 22nd January 2024, at the Leonardo Royal Hotel, Tower Bridge, London, the Bar Magazine Awards will see hundreds of industry professionals come together to celebrate the dedication, passion and talent of the hospitality staff, and their venues, who work so hard to create amazing customer experiences, helping the sector to flourish. While celebrating achievements of the hospitality space, attendance at the BMAs will present an abundance of benefits for attendees and their venues, including a unique networking opportunity. Tickets to the prestige event are still available, get yours here - barmagazine.co.uk/ barmagazineawards

– Culture Reflecting on the fantastic guest column in our June issue which came from Uta Scheurer, Group Vice President People and Culture at the Ruby Group, we learned about her specialist role, the group’s popular 35-hour working week and the success of their innovative ‘tattoo campaign’ recruitment scheme. Speaking on her vision for the future of hospitality, Uta explained how she believes the hospitality sector is already on a positive path and is becoming more and more attractive for applicants with increasing innovative hotel companies. We look forward to seeing what 2024 brings in terms of culture and diversity – read Uta’s full interview on page 24-25 in the June edition.

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A-Z OF 2023

– Design Innovation The Independent Hotel Show, in partnership with James Hallam, returned this year to Olympia London in October which provided unparalleled opportunities for the boutique and independent hotel community. Guests to the show had the chance to browse over 200 carefully curated suppliers, across categories such as design and décor, technology, amenities, furniture, tableware, in-room F&B solutions and much more. The Independent Hotel Show each year works with a range of design partners and studios to bring various features and stages to life. The show’s Member’s Lounge were brought to life by Cocoon & Bauer with the Hotel Business stage designed by Design Command. Looking forward to next year, the show will return to present a curated collection of over 200 innovative product and service providers, taking place 15-16 October 2024.

– Editor’s Trip Fortunate enough to be whisked away by Grifco PR to experience two of the exceptional Wyndham venues in their portfolio, our Editor Jade was able to re-live the group press trip in our highly-sought after feature – Editor’s Trip. It was in June that Jade had the pleasure of embarking on a sensational trip to Portugal’s sun-kissed region of the Algarve. In a bid to capture the genuine luxury of the Wyndham brand, she visited both Wyndham Grand Algarve and Dolce by Wyndham CampoReal Lisboa, which allowed her to see the immensity of their profile and how each one is marketed uniquely.

– Food and Drink Pairing In our July issue we looked at how to nail food and drink pairings in your on-site restaurants in a way that’s not overwhelming for visitors, and the benefits it offers, as told by our experts. In the wake of the COVID-19 pandemic, consumer preferences and behaviours have undergone significant shifts. One notable trend is the increased desire for premium experiences, with food and beverage demands being at the top of the list. We often talk about the importance of keeping up with trends and growing demand amongst the hotel space, and the premiumisation of your food and beverage offerings is a goal that should be at the forefront of your venue. We spoke about how often, sommeliers recommend drinks which are out of guests’ budgets, leaving them feeling awkward at the table. In order to introduce recommendations with different price points in a successful manner, Director of Operations at Lympstone Manor, Steve Edwards, explained how he believes that each wine or digestif list should be filled with products that have their own merit and, therefore, a place on that list, whether they are £10 or £100 a glass: “It is the responsibility of the Sommelier and Bartender to guide customers through a short selection in ascending price points without ever mentioning the cost or asking customers how much they would like to spend: product knowledge is key to this.”

www.thehotelmagazine.co.uk

A-Z OF 2023

– Grand Resort Bad Ragaz Marketing itself as ‘the true source of health and vitality since 1242’ is Grand Resort Bad Ragaz. We spoke with the venue’s General Manager, Milos Colovic, in our November issue to learn about the resort’s exceptional wellness and culinary offerings, which work in line with this label, and how they aim to continue to grow alongside the demand for wellness. As the demand for wellness amongst consumers continues to soar, Grand Resort Bad Ragaz ensures its spa and wellness amenities stand out from others on the market through a combination of its destination embedded in the Alps with the spirit and the skills of its staff. Bad Ragaz is beautifully located and surrounded by nature. Milos revealed how his staff draw inspiration from the surroundings: “We continuously invest in their talents as well as the infrastructure.”

– HM Picks Our HM Picks edit is simple yet so effective. Looking back at some of the stunning imagery we have shared this year from the hotel space, we are reminded exactly the reason we do it – to spark inspiration through igniting the sense of sight. We look forward to filling many more of our issues in 2024 with a selection of some of the hotel sector’s most aesthetically pleasing imagery. Don’t forget to tag us on socials with the hashtag #HMPicks for a chance to be featured.

– Inclusion and Diversity Inclusion and diversity are shaping a range of sectors in various ways, driven by both ethical considerations and a growing recognition of the business benefits associated with these principles. Now more than ever before, there is more being done to cultivate diverse workforces and it’s great to see that hotels are increasingly recognising the importance of having a diverse workforce. Our Editor, Jade, recently hosted a panel talk at this year’s Independent Hotel Show where she was joined by top D&I representatives from across the travel and hospitality sector where they delved into the strategic advantages of creating a workplace that celebrates differences and embraces a wide range of perspectives. From harnessing the power of varied backgrounds and experiences to fostering an environment where all voices are heard and valued, the panel discussion illuminated the tangible benefits of a diverse workforce. Implementing diversity to the way your hotel works and recruits not only reflects societal values but also brings different perspectives and skills to the workplace, providing a plethora of benefits. We look forward to delving into this topic even further in the New Year.

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A-Z OF 2023

– Jo Malone Our September issue was graced by an exclusive interview with scent maverick Jo Malone CBE, where she revealed the importance of scent in overnight stay venues and the journey to creating the luxury fragrance hotel collections in partnership with VANITY GROUP. Speaking on what type of hotel suits the Jo Loves range, Jo explained that it’s any venue that appreciates creativity, loves fragrance and using their imagination: “It’s not just about us creating fragrances for a hotel, it’s about us creating a story. It’s so much more than an amenity in a bathroom, this range showcases the power of storytelling and bringing the sense of smell alive for your hotel guests. Ultimately, this range is for a venue that goes above and beyond to find luxury for their guests.” Through having a distinct scent like the Jo Loves collection, a hotel will reap many benefits but collaborating with Jo Loves isn’t just about putting a fragrance in a venue, it’s about telling a story.

– Locavore In April’s extensive food feature, we shared an Essential 5 piece which honed in on hospitality seeing the rise of the ‘locavore’. In the feature we highlighted five reasons why using local suppliers could work for you and allow you to reach a broader audience, which included: sustainability, supporting local businesses, fresh is best, it offers a unique selling point and it helps to stay relevant. The locavore is a term which we expect to see a lot more of throughout 2024, with sustainability continuing to be a hugely important factor for the success of hospitality businesses.

– Kalindi Juneja Renowned for their beautifully unique collection of independent hotels, the PoB group set high standards for their venues whilst maintaining their grasp on the human element. In this year’s May edition of Hotel Magazine, we caught up with the collective’s first female CEO, Kalindi Juneja, to find out what makes a PoB hotel and the developments since their rebrand. Joining the PoB collection can massively heighten the reputation of a hotel and in the piece Kalindi revealed how being a member of this esteemed community is a great way for an independent hotel to amplify its brand and benefit from the multitude of marketing services to ensure commercial returns.

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A-Z OF 2023

– MOKE International x The Gallivant MOKE International, creators of the ultimate coastal vehicle, this September partnered with The Gallivant - one of the UK’s most unique staycation destinations paying homage to the best of the British coastline. On selected dates only, guests who checked into the hotel for a relaxing getaway were offered the opportunity to experience a trip to Gusbourne Vineyards in the new, 100% Electric MOKE. The experience started with a VIP transfer from The Gallivant in the Electric MOKE to the Gusbourne Estate, where Dan Grainger, the highly skilled Cellar Door Manager at Gusbourne Estate hosted the experience and provided a private vineyard tour which was followed by a tasting session. Guests then returned to The Gallivant for a 3-course dinner paired with English fine and rare wines, before they retired to one of the 20 boutique bedrooms. Originally designed as a parachute-droppable vehicle for the British army in 1959, the commercialised Mini MOKE became a status symbol by the 1960s, favourited by the likes of The Beatles, The Beach Boys and Brigitte Bardot. Almost 60 years on, the Electric MOKE is a contemporary, emissions-free re-imagination of the iconic Mini MOKE - offering a chance for new generations to experience the joy of travelling in a MOKE. Partnering with reputable brands is a perfect way to reach a wider audience and this is a perfect example of that.

– Nobu This August Nobu Hotel London Shoreditch, the culturally immersive destination in the heart of vibrant Shoreditch, appointed Natasha Hargan as General Manager. Hargan, who has an impressive 15 years’ experience in hospitality, will ensure the ongoing profitability and success of the hotel in line with Nobu brand standards. Joining Nobu Hotel London Shoreditch from her role as General Manager at St Martins Lane London (September 2020 – May 2023), where Hargan managed a 180-strong team. Previously she worked as Acting General Manager at Sanderson London which is a sister property to St Martins Lane London - both of which are now part of the Ennismore portfolio. During her time at St Martins Lane London in 2020, she reopened the hotel twice following the global pandemic, achieving a higher profit turnover for the property in 2022 than pre-covid in 2019. Other career milestones prior to her current appointment include tenures at Nadler Hotels, now Resident Hotels, where she assumed the role of Opening General Manager at the Victoria property. Following Nobu Hotel London Shoreditch’s recent award in The Caterer’s “Top 30 places to work in hospitality 2023”, she is keen to continue to build on the strong mental health programme, bringing this to the forefront for all team members.

– Ones to Watch This January was the first time we kicked off the New Year with a ‘Ones to Watch’ feature which gained a fantastic response. The piece delved into a selection of brands and venues within the hospitality space who were set to be big over the upcoming twelve months, looking at how they planned to make splash, offering inspiration for our readers. We look forward to sharing another instalment of Ones to Watch in our upcoming January issue.

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A-Z OF 2023

– Podcasts The growth in the popularity of podcasts has been a significant cultural and media trend in recent years with several factors contributing to this phenomenon. Capitalising on this growing trend, as part of our social media feature in the September issue, Ryan Haynes, Lead Consultant at Haynes MarComs, shared his expertise on the best industry podcasts offering advice and ideas to elevate hospitality businesses. The line-up included Design Pod - Hotel Designs, Hospitality Mavericks, The Hospitality Leadership Podcast, Hospitality Meets… and Travel Market Life - Hoteliers’ Voice.

– Queues Queues, or lack of. This year we have touched repeatedly on the growing demand for technology, particularly how it can be successfully implemented into a hotel space and the benefits it can bring with it. Zedwell Tottenham Court Road is amongst a number of venues which have introduced self-check in desks to their reception to offer visitors a hassle-free and queue-less first impression. Zedwell added the self-check in desks for arrival at the hotel to be seamless with a number of state-of-the art touch screen self-check in desks.

– Room to Reward In our August issue we included details on the young, small charity offering the hospitality sector a fantastic opportunity to recognise the importance of – and say ‘thank you’ to inspirational volunteers who give up their time to help others – Room to Reward. The piece shared an exclusive interview with Charity Director, Adam Terpening, who explained how partnering with Room to Reward can benefit a hotel. From humble beginnings in 2015, the brand is now partnered with nearly 800 hotels – including The Savoy, The Dorchester, The Torridon, The Lowry, Watergate Bay, The Headland, groups such as Harbour Hotels, Leonardo Hotels, St Austell Brewery, and more. By partnering with Room to Reward, hotels are also making a difference to all of the charities the company partner with. The donation – a couple of 1-2 night breaks in rooms that would otherwise sit empty – is simple, the impact is huge.

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A-Z OF 2023

– Sustainability Sustainability has been the most sought-after and highly demanded topic throughout 2023, without a shadow of a doubt. Because of the importance of it to the hospitality sector we try to ensure we include an element of sustainability in each issue. Our February edition had an extensive sustainability focus, looking at the benefits it can offer a hotel, as well as successful marketing strategies for greener choices with expert advice from respected eco-conscious venue owners. Sustainability will be an area of optimum importance for us again next year, ensuring we keep our readers informed and ahead of the eco-friendly game. We look forward to finding out what venues and brands alike are doing surrounding sustainability to ensure they stay at the forefront of consumers’ minds.

– Technology Technology is not only shaping the future of hospitality, but its ever-growing popularity across the board in a number of industries is making it difficult to ignore the trends, especially as a business owner, manager or operator. Ultimately, you have one main aim at your overnight stay venue and that is to provide guests with seamless and unforgettable experiences. Due to the way of the world and with technology advancing at a faster pace than ever before, the expectations of your guests are changing and there is a growing demand for

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– User Generated Content We understand the utmost significance of social media for the hospitality space and in our September edition an insightful piece from EmmieB, Owner of EmmieBMarketing, a social media marketing consultancy and a UGC Content Creator, we shared how hotels are missing opportunities by not communicating effectively with their content partners and rushing collaborations. The feature shared a guide on how to successfully harness user-driven content, which included invaluable tips from Emmie she has learned along the way. Emmie revealed how if your hotel is not harnessing the power of UGC you could be missing out. From big influencer campaigns, to guests sharing their experiences, there are many opportunities to utilise this trusted “word of mouth” style marketing. The piece highlighted different types of UGC and how choosing what is right for your venue is the first step to succeeding.

digitalisation during a hotel stay. In our Technology focus in the May edition, Oliver Cahill, Managing Director of Premier Software (now part of Journey Hospitality), said: “Two very good areas to bring into the digital space are your reports and marketing” suggested Oliver. Through digitising your reports into software, you can pull necessary data within a matter of seconds, helping to examine areas such as staff efficiency or capacities of profit. The piece also highlighted how one of the biggest hotel trends, right now, is a cloudbased Property Management System, which is something to bear in mind for 2024.

A-Z OF 2023

– Virgin Hotel Edinburgh This year saw Virgin Hotels enter the UK hotel space as they opened their stunning Edinburgh venue which our Editor Jade was lucky enough to visit for the launch party. Embodying the historic architecture of Scotland mixed with contemporary design, Virgin Hotels Edinburgh aims to entice a broad array of guests. In an exclusive Venue Profile in our June issue, James Bermingham, CEO at Virgin Hotels, shares details on the elements the team chose to add in order for guests to feel ‘like they never want to leave’. In light of the opening, we were also privileged enough to catch up with Sir Richard Branson himself where he revealed all on what inspired Edinburgh as the choice for their first non-American Virgin Hotel and how the team navigated expansion.

– Hotel Magazine X Collaboration We work collaboratively with a range of venues and brands alike. We aim to make these collaborations as beneficial as possible for our readers, often visiting venues to find out a bit more about what goes on behind the scenes and

– Wellness With consumers more health-conscious than ever, our April issue looked at how offering spa and wellness facilities could help see a rise in overnight stay bookings. Wellness seems to have boomed incredibly over the last two years and it seems to be as a result of the COVID-19 pandemic. We are now seeing a completely new and redefined wellness landscape and it is presenting hotels with a magnificent opportunity to boost revenue. Partnering with brands that align with your ethos as well as implementing a unique marketing strategy surrounding your wellness offering are just a few tips for success in what is competitive time.

then sharing insightful pieces to offer inspiration for our audience. Similarly, this year, we have worked with brands including VANITY GROUP for Jo Malone and leaders in wellness, Peloton. We look forward to sharing a plethora of collaboration opportunities in the New Year and welcome you to get in touch if this sounds of interest. www.thehotelmagazine.co.uk

A-Z OF 2023

– You! The Readers Our loyal readers – we appreciate you so much and want to thank you for the continued support. As an industry leading title, we aim to serve a purpose and a very important one, helping industry giants stay informed and able to better their businesses every day. But with your feedback and interaction, we are able to always better the content we are providing. Don’t forget to keep staying in touch and if there’s something you’d like to see more of in 2024, please don’t hesitate to get in touch. We love being a part of this fantastic, powerful and incredibly competitive industry and look forward to embarking on another great year together.

– Zetter Hotels’ Expansion Zetter Hotels, the effervescent hotel group with award-winning properties across London, this September announced its latest opening with the launch of The Zetter Bloomsbury, set to open in early 2025. The first Zetter opening in ten years, The Zetter Bloomsbury will mark the rebirth of Zetter Hotels and the new phase of development for the brand. Zetter Hotels includes The Zetter Townhouse, Marylebone, The Zetter Townhouse, Clerkenwell (and The Marrable’s Hotel in Clerkenwell, formerly The Zetter Hotel in Clerkenwell). With the launch of The Zetter Bloomsbury, the elegant, existing hotels

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will become ‘The Zetter Marylebone’ and ‘The Zetter Clerkenwell’.With 72 bedrooms and suites, The Zetter Bloomsbury is located near Russell Square and in the heart of London, in a beautiful position overlooking the British Museum. Blending together six 300-year old townhouses, the hotel will embody timeless imperfection. Distinguished and impressive, the hotel will also feel intimate, warm and lived in. The property is being launched by Laith Pharaon, CEO of Orca Holding. Laith Pharaon, CEO of Orca Holding commented - ‘’With the addition of The Zetter Bloomsbury, we are focussed on growing the Zetter Hotels portfolio, becoming a timeless collection and being viewed as one of the world’s most talked-about places to stay.”

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VENUE PROFILE

QUINTESSENTIAL BRITISH CHARM Delving into its Japanese allure, as well as the external partnerships at Beaverbrook Town House, we share an enthralling interview with Jorge de Jesus, Group General Manager of Beaverbrook and Beaverbrook Town House, to find out how these elements position them as leaders in the hotel space.

Tell us about when Beaverbrook Town House opened and how the launch was navigated as part of a wider portfolio?

Beaverbrook Town House opened in September 2021, four years after Beaverbrook in Surrey made its debut. The project saw the transformation of two Georgian townhouses on Sloane Street, opposite the Grade II listed Cadogan Gardens. Our main focus with launching the property was, and remains to be, about providing the best guest experience possible. It’s very much an extension of the hotel and spa in Surrey, yet even more boutique. It’s fondly known as the little city sister of Beaverbrook, as it was designed to expand Beaverbrook’s ethos, accommodation and culinary offerings with a fresh and cool appeal, reaching new audiences in one

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of the capital’s most exclusive neighbourhoods.

The hotel’s design includes a strong British theme with Japanese undertones: can you tell us about the idea behind this and the importance of décor to Beaverbrook as a brand? Japan has always been a firm favourite of Beaverbrook’s owners, following their travels around the world, and the country has been a huge inspiration for the brand, not just in terms of design aesthetics, but also for the cuisine we serve. As a brand, we take the quintessential British charm that Beaverbrook is known for and combine it with Japanese allure inspired by the owner’s adventures. This has created an incredibly unique and recognisable product. Design is

VENUE PROFILE essential to our guests’ experiences and helps us to create deep, personalised connections, as well as a strong sense of place, which is incredibly important to us.

Being part of the wider Beaverbrook brand is a huge selling point: how do you ensure cohesion throughout the brand at Beaverbrook Town House?

We always strive to create synergy between the two properties. For example, Nicola Harding took the helm with the interiors at Beaverbrook Town House after previously styling The Garden House at Beaverbrook, and like Beaverbrook, Beaverbrook Town House is home to a Japanese restaurant and bar, The Fuji Grill, and serves signature dishes brought over from the estate, such as ‘Charcoal’ Wagyu with Juniper Miso. Our guests are fond of the connections between the two which makes them feel well-acquainted with each hotel even before they have stepped foot on the property.

Despite not having a gym on-site, the venue has a partnership with a local fitness centre: can you tell us about this and how this benefits the hotel and guests alike?

Beaverbrook Town House has a long-established partnership with KXU, one of London’s most highly regarded fitness and wellbeing studios, which allows our guests to choose from 20 different classes ranging from strength training to barre and yoga. As we’ve seen in recent years, wellness is front of mind for travellers. Staying active and maintaining a regular fitness routine whilst on holiday is now a requirement for our guests. We always focus on delivering exclusive experiences for our guests, so a partnership with a like-minded brand such as KXU is a no-brainer for Beaverbrook Town House. Guests of the hotel also have access to Cadogan Gardens, which includes complimentary access to their tennis courts, and the hotel can provide all equipment.

Despite being in the city, the hotel offers a small boutique feel to guests: which factors help to create this and what was the idea behind this?

At Beaverbrook Town House, we take immense pride in curating bespoke guest experiences, which gives the property its highly boutique charm. With just 14 rooms and suites, the hotel provides a sense of exclusivity and offers guests unique experiences that are not available to members of the public, such as access to Cadogan Gardens and use of its tennis courts. Our focus lies in creating this atmosphere, ensuring every guest feels uniquely attended to, and creating memories that linger long after their stay.

How will you continue to navigate emerging industry trends in order to stay present?

At Beaverbrook and Beaverbrook Town House, we have an unwavering commitment to leading the way in hospitality innovations and quickly adapting to the ever-evolving demands of our guests. These are the two most important factors that come into play in staying relevant and present in today’s market. For example, we’re particularly proud of our foresight this year in recognising the growing popularity of court sports. This led us to make significant enhancements to our main estate offerings. Now our guests at Beaverbrook can enjoy padel, pickleball, badminton and tennis, ensuring

“Design is essential to our guests’ experiences and helps us to create deep personalised connections.” they have access to experiences that put them ahead of the curve. At both properties, we also value the importance of industry thought leaders and content creators, and, as new industry trends emerge, we continuously develop our relationships with these groups to match. We are particularly attuned to the influence of micro-influencers in smaller communities that help our hotels reach niche audiences. www.thehotelmagazine.co.uk

BUSINESS

THE POWER OF A REVIEW As hoteliers, online reviews play an essential role in the success of your venue, meaning fake ones can be equally as detrimental. In another guest column from UKHospitality’s Chief Executive, Kate Nicholls, we learn about how the trade body has responded to a recent Department for Business and Trade consultation.

f yours is a hospitality venue that invites online reviews, you’ve no doubt been left fuming and frustrated by fake criticisms of your business. If your venue happens to be a hotel, you’ve probably had more than your fair share. The odd fake review might not prove particularly harmful – and are often easy to detect – but if they add up, these bogus appraisals can have a seriously detrimental effect on otherwise perfectly well-run, respectable, and successful businesses. It’s why UKHospitality has included its thoughts on fake reviews in its response to a recent Department for Business and Trade consultation, Smarter Regulation: Improving Price Transparency and Product Information for Consumers. The consultation aims to help consumers ‘make informed choices about the products they purchase, whether it is their weekly shopping or booking a hotel room online’ and focuses on five areas: display of pricing information, hidden fees and drip pricing, online platforms, online interface orders, and fake and misleading reviews. As those of us in the sector know, hospitality has had a longstanding issue around people reviewing the likes of hotels on third-party platforms entirely maliciously in an attempt to damage a venue’s trade and reputation. The consultation is part of the passage through Parliament of the Digital Markets, Competition and Consumers Bill, and we’re arguing that the Bill should offer protections to businesses from phoney reviews in the same way that the legislation will protect individual customers. Under the Bill, 31 commercial practices will be prohibited, including, where fake reviews are concerned, ‘commissioning or incentivising any person to write and/ or submit a fake consumer review of goods or services; hosting consumer reviews without taking reasonable and proportionate steps to check they are genuine; and

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offering to submit, commission or facilitate fake reviews (or advertising to do the same)’. Our initial reading of the consultation suggests that this will indeed have clear benefits for consumers, enabling them to make better informed decisions about which hospitality venues they decide to pay to visit. So while the focus is quite rightly on consumer protection, we believe safeguards against fake reviews should also be afforded to hospitality businesses, with third-party platforms taking ‘reasonable and proportionate’ steps to verify that the reviews they host are genuine. Hotels and other hospitality businesses can undoubtedly be badly affected by fake critical reviews, so the same protections and rationale proposed in the Bill should apply to those venues as well as to their prospective guests and customers. The consultation has now closed and respondents’ feedback is being analysed. We await its findings with interest. Kate Nicholls Chief Executive UKHospitality

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