The Hotel Magazine December 2024

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DECEMBER 2024

As we wrap up another incredible year in hospitality, I’m thrilled to present our December edition of Hotel Magazine. This month, we’re diving into the fascinating world of technology and its transformative impact on our industry. From AI-enhanced guest experiences to the rapid evolution of contactless technology, we’re exploring how innovation is shaping the future of hospitality—and making it more seamless, efficient, and guest-centred than ever before.

One of our main features, “The Rise of Contactless Technologies,” examines the ways hotels are adopting touch-free solutions that are not only enhancing guest convenience but also increasing operational efficiency. From mobile check-ins to voice-activated room controls, these advancements are giving guests a streamlined experience from arrival to departure—a trend that shows no sign of slowing down as we move into 2024.

Meanwhile, our Essential 5 looks at “Five Ways AI is Enhancing the Guest Experience” and reveals how artificial intelligence is bringing a new level of personalisation to hospitality. From intuitive chatbots that can handle guest inquiries 24/7 to predictive algorithms that anticipate guest needs, AI is reshaping how hotels connect with their guests, creating memorable, bespoke experiences that keep them coming back.

We also take a look back at what a phenomenal year 2024 has been for us and the hotel industry. Our A-Z round-up provides a snapshot of trends, technologies, and launches we covered earlier in the year with the aim to inspire hoteliers. This guide offers insight and inspiration as we step into a new year filled with potential for growth and innovation.

Thank you for joining us for another exciting year with Hotel Magazine. Here’s to an inspiring and successful 2025!

JADE EVANS, EDITOR

EDITOR

Jade Evans jevans@cimltd.co.uk

EDITORIAL ASSISTANT

Ailsa Newgreen ailsa@cimltd.co.uk

PUBLICATION MANAGER

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

ASSISTANT MANAGER

Jazmine Davis

jazmine@cimltd.co.uk Tel: 01795 509 112

ACCOUNT MANAGER

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

ADMINISTRATION MANAGER

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

CREDIT FACILITIES MANAGER

Gwen Lee

creditcontrol@cimltd.co.uk Tel: 01795 509 103

MARKETING MANAGER

Lucas Payne lucas@cimltd.co.uk

8 INDUSTRY UPDATE

Keeping you informed on the latest happenings from the world of hotel, our news pages share insights on the latest news

11 HOTEL MAGAZINE AWARDS

As the HMAs grow closer, we share further details on the event taking place next April, including more faces from our judging panel as well as some of our great sponsors.

18 RECRUITMENT

In a piece from Calvern James, Director at Caterer.com, we share tips on how to make seasonal recruitment easy.

23 TECHNOLOGY

With the help of experts, we explore the rise of contactless technologies, discussing the impact on guest convenience and safety.

38 EDITOR’S TRIP

Come along for the ride as our Editor, Jade re-lives her once-in-a-lifetime trip to St. Lucia’s incredible Anse Chastanet and Jade Mountain with Grifco PR.

65 2024 ROUND UP

Summarising another wonderful year of Hotel Magazine and the phenomenal industry, we share an A-Z of the year.

SOCIAL MEDIA MANAGER

Lily Lawson socials@cimltd.co.uk

DESIGN AND PRODUCTION

Grant Waters grant@cimltd.co.uk

James Taylor james@cimltd.co.uk

SALES DIRECTOR

Tom Woollin tom@cimltd.co.uk

CHIEF EXECUTIVE

John Denning

Rosewood Hotels & Resorts Strengthens Global Leadership Team With Strategic Appointments

Rosewood Hotels & Resorts, announces four key appointments to its leadership team, further solidifying its commitment to operational excellence and unparalleled guest experiences.

Jillian Katcher joins Rosewood as Vice President of Operations, Americas, with an impressive background in asset management and hotel operations. Most recently serving as President of Twin Bridges Hospitality, Katcher brings a proven track record of managing diverse portfolios and driving strategic growth. In her new role, she will spearhead operational strategies across the Americas to ensure seamless pre-openings and cultivate key stakeholder relationships.

Based in the Hong Kong corporate office, Natacha Cuvelier joins the brand as Vice President of CRM, Global. Leveraging her extensive experience in marketing transformation and customer-centric strategies from her previous role at Accenture Song, Cuvelier will lead the development and implementation of Rosewood’s global CRM strategy.

Mitchell Laufer has been appointed Vice President of Legal, Americas, based in the Los Angeles Corporate Office. With a strong background in complex legal matters and strategic decision-making, Laufer brings extensive legal experience from his previous role at Irongate Group and

will provide crucial guidance across various business units, including Development and Operations.

Jonne Buijtels assumes the role of Vice President of Legal, EMEAC, based in the Amsterdam Corporate Office. Buijtels joins the Rosewood team from Sonder, bringing a wealth of experience in supporting international expansion and managing diverse legal challenges, Buijtels will play a pivotal role in providing legal strategy and support for development projects across Europe, the Middle East, and the Caribbean.

By strengthening its leadership team with a blend of promoted talent and new perspectives, Rosewood continues to solidify its position as a leader in ultra-luxury hospitality.

Four Seasons and AGC Equity Partners Announce Plans for Luxury Resort in Mykonos, Greece

Leading luxury hospitality company Four Seasons and Blue Iris Investments S.A, (‘Blue Iris’), an investment vehicle of AGC Equity Partners (‘AGC’), a global alternative asset investment firm, announce plans for a brand new beachside resort that will welcome its first guests in summer 2025.

Located along the coastline of Kalo Livadi Bay, Four Seasons Resort Mykonos, Greece will offer 94 spacious rooms, villas and suites with exquisite views of the Aegean Sea. The brand-new resort will take shape on an unspoiled 60,324 square metres (649,322 square feet) of land, spanning from the sandy beaches to the picturesque coastal cliffs.

“Expanding our presence in Greece has been a key focus for us for many years, and we have continued to search for the right opportunities to grow in this important market. Following the success of our partnership with AGC Equity Partners on our award-winning hotel in Athens, we knew that this new resort in Mykonos would be the perfect addition to our portfolio in this beautiful country,” said Bart Carnahan, President, Global Business Development, Portfolio Management and Residential. “We look forward to welcoming guests to the ultimate beachside retreat when we open our doors.”

Mykonos is best known for its wide variety of white sand beaches, cobblestone streets lined with bright

bougainvillea in the capital of Chora, historical and cultural sites, and an extensive culinary scene.

“Our decision to expand our investment portfolio in Greece and develop another landmark destination in Mykonos constitutes evidence of our increased confidence in, and commitment to, the country’s growth in highend tourism,” said Walid Abu-Suud, CEO of AGC Equity Partners.

Leading the team at the new Resort will be General Manager Ryan Grande, who brings extensive expertise from his 14 years with Four Seasons, including at properties in Jackson Hole, Seattle, Vancouver and Costa Rica. Grande will guide the new opening team in bringing Four Seasons genuine heart to the beautiful island of Mykonos.

(L-R) Jillian Katcher, Natacha Cuvelier, Jonne Buijtels

HOTEL MAGAZINE AWARDS

NOT LONG NOW!

As you know, the highly anticipated Hotel Magazine Awards are coming to London in 2025, promising to celebrate excellence in the hospitality industry. This prestigious event will highlight the most outstanding hotels, innovative designs, and exemplary service across various categories. Here, we share an in-depth look at the event, including the location, what’s includes and what to expect on the big night. If you haven’t already got your ticket, you can do so on our website now!

This prestigious hotel event is set to take place on April 28th, 2025 and promises to be an evening of celebration, recognition, and inspiration for hospitality professionals from around the world.

Offering a unique networking opportunity with some of the biggest names in hospitality, whilst celebrating the efforts within the hotel sector, the Hotel Magazine Awards, will be a hallmark event in the hotel sector. The awards will be presented by global rum expert, Ian Burrell and the event will honour the exceptional efforts of hoteliers, managers, staff, and establishments that have set new benchmarks in service, innovation, and sustainability. From boutique hotels to renowned chains, the awards recognise a wide array of categories, reflecting the diverse nature of the industry.

The ceremony will be graced by an array of esteemed industry greats and representatives from various sectors of the hospitality industry. Among them are Hospitality Action, Expedia Group, EcoScent, Difference Coffee, Institute of Hospitality, Bidfood, VANITY GROUP, Eira Water, LaBottega, Leonardo Royal Hotels, PoB Hotels, Palm PR, Silentnight, Doctor Cocktail, Lemi Group, Monpure, Dola Dira, Tequila Komos, Miele, MEWS, Remy Cointreau and Mixology Express.

There will also be the chance to win some incredible prizes in our silent auction organised by Impulse Decisions. Rest assured, this will not interfere with the awards, nor will there be any pressure but we wanted to add an extra layer to the fun as well as raise some money for our two amazing chosen charities – Hospitality Action and Burnt

Chef. To take part in the silent auction, you will just need to complete your details, place your bids against your chosen items and hand your brochure in to a member of the team!

Beyond the awards, the evening promises to be a prime networking opportunity for industry professionals. Attendees will include hotel owners, general managers, industry suppliers, and media representatives. The ceremony will include a three-course dinner, a complimentary free-flowing cocktail bar with delicious serves created by Dr Cocktail himself, pop-up bars, and an unmissable after-party at an exquisite London venue, providing ample opportunities for attendees to connect, share insights, and forge new partnerships, all whilst celebration the incredible work of the hotel space.

We can now also officially announce that the after party location has been confirmed! We will be continuing the party at none other, than the stunning Four Seasons London at Tower Bridge to carry on the celebrations of what is set to be a spectacular night.

As the date of the Hotel Magazine Awards approaches, excitement continues to build within the hospitality community. This event not only recognises the hard work and dedication of those within the industry but also sets the stage for future innovations and trends in hotel management and guest service.

For more information and to purchase tickets, visit thehotelmagazine.co.uk/hma/tickets/. Join us in celebrating the pinnacle of excellence in the hotel industry, where every nominee and winner embodies the spirit of hospitality at its finest.

The Details

Where?

Leonardo Royal, Tower Bridge

When?

28th April 2025

What?

A celebration of the incredible hotel sector, shining a light on individuals who are making a difference.

How to attend

Buy your tickets online now at thehotelmagazine.co.uk/ hma/tickets/

How to apply

Apply and nominate online now at thehotelmagazine. co.uk/hma/apply/

Award Categories

The Environment Award

Marketing Innovation Award

Best Spa and Wellness Venue

Food & Beverage Award

Diversity, Equality and Inclusion Award

Unsung Hero

Best Hotel Group

Hotel of the Year

Hotelier of the Year

JUDGE’S PROFILE

Jeremy Gibson, Marketing Director at Hospitality Action, is another renowned figure that will be joining our judging panel for the Hotel Magazine Awards. Jeremy will be judging our Unsung Hero category at next year’s HMAs. Ahead of the judging day, we find out how Jeremy will be approaching the applications and what attracted him to participate as a judge.

How are you feeling ahead of the Hotel Magazine Awards judging day?

Awards judging is always an exhilarating experience, and I’m honoured to have been selected to be on the panel. The sector has been grappling with some huge challenges in recent years and it’s always inspiring to see how operators are overcoming those challenges and innovating.

Can you tell us about your approach to evaluating competitors?

People-centred innovation is always something I have in the back of my mind. Behind all the best marketing campaigns, openings, guest experiences and hotel innovations – there’s always people – they’re the golden thread that runs through every award-winning hotel and I’ll be looking out for this, most definitely.

What attracted you to participate as a judge for the Hotel Magazine Awards?

The Hotel Magazine Awards offer an incredible chance for every hotelier to learn from the trailblazers in their sector and it’s important to showcase the people and brands who lead the way – with that being said, it was a no-brainer to be a part of.

What do you hope to achieve through your role as a judge?

I want to champion the power of our people and the importance of looking after them - it’s good for business and the wider wellbeing of the hotel sector.

What qualities will you look for in award nominees?

A well-written and concise nomination is a must. In my experience the best nominations articulate high level strategic objectives but focus on real world delivery –people, operations and guest experiences.

JUDGE’S PROFILE

Another face on our star-studded judging panel for the Hotel Magazine Awards is Robert Richardson FIH MI, CEO, Institute of Hospitality. He will be judging the applications for Hotelier of the Year and ahead of the judging day, we caught up with him to find out about what he will be looking for in nominees and what he hopes to gain through being involved in the event.

How are you feeling ahead of the Hotel Magazine Awards judging day?

Excited. Hospitality is the ultimate sector for opportunity, a profession where anyone from any background can grow, develop and thrive. There is such a wealth of talent within our professional community, and I eagerly anticipate discovering the latest innovations our industry is spearheading, the impacts they’ve had, and the ways they’ve enhanced businesses.

Can you tell us about your approach to evaluating competitors?

Hotels, when managed correctly, offer their guests a sense of community, and offer their teams a family environment. Leaders in this sector should prioritise this, and I’ll be looking for evidence of how they have put people at the heart of all that they do.

What attracted you to participate as a judge for the Hotel Magazine Awards?

I love my job, but not a day goes by that I don’t miss being a hotel GM. The vibrant energy and dynamic challenges of that position hold a special place in my heart. Maintaining a close-knit connection with our esteemed hotelier community remains a top priority for me. It’s not just about staying in touch; it’s about offering unwavering support and celebrating the extraordinary efforts and achievements of these dedicated teams. Their relentless hard work and commitment to excellence, day in and day out, truly inspires me and reinforces my passion for this industry.

What do you hope to achieve through your role as a judge?

There is a very reasonable, and quite correct, expectation that we prioritise our teams and ensure their working world is a positive one. My hope is that through these awards we raise awareness of the exceptional work that is being undertaken to achieve this, an expectation that is uniform whether the business is an SME or a multinational chain. Equally, through highlighting excellence we provide

a platform to share ideas, benefitting a wider audience. That can only be a good thing.

What qualities do you look for in award nominees?

Inspiration, ingenuity, a lack of ego and a passion for people!

COMPANY PROFILE

Proudly sponsoring the official tequila cocktail at next year’s Hotel Magazine Awards are Tequila Komos. Making sure all in attendance are in for a treat, we share an exclsuive interview with the Tequila Komos team, we find out more about the admired brand what it means to be involved with the esteemed HMAs.

Please introduce your company and what you strive to achieve within the hospitality sector. Tequila Komos is Luxury redefined. Curated by winemaker, Richard Betts, Tequila Komos is widely known as the highest rated tequilas globally. The founders of Tequila Komos both started life in global hospitality, we share a deep appreciation of the importance of celebrating all that is great within the hospitality industry. We truly believe as a company that life is about celebrating occasions together and the hospitality sector is one that leads this and must be supported.

Why was it important for CKBG to support industry events?

As a young, independent company, we know the only way to get our brands in front of our market is via industry

events. We want to celebrate the wins with our partners in hospitality and celebrate all that is great about the industry. We understand how challenging it can be and it’s important to step back and give thanks – so that’s exactly what we’re doing.

How do you see these awards shaping the future of the hospitality sector?

As an industry, we all strive to provide the best possible experiences for customers/guests who are visiting our hotel. Giving a tangible target, such as an industry award, allows the sector to celebrate this hard work and a standard to work towards. Hopefully all of the trade and even the consumer sector can begin recognise the awards and look for winners when choosing where to visit next.

“We share a deep appreciation of the importance of celebrating all that is great within the hospitality industry.”

COMPANY PROFILE

EcoScent are the official scent sponsor for next year’s Hotel Magazine Awards. Excited to be involved in the event, we caught up with Marketing and Creative Director at EcoScent, John Mendes, who reveals all about the brand and how they see the HMAs shaping the hotel sector.

Can you introduce us to EcoScent?

EcoScent is a company dedicated to enhancing customer experiences through the power of scent. We provide high-quality, eco-friendly scent marketing solutions designed to elevate brand environments and engage the senses. Within the hospitality sector, we strive to create immersive atmospheres that not only resonate with guests but also leave a lasting impression. Our goal is to help hotels, restaurants, and other hospitality businesses establish a unique olfactory identity, fostering positive memories and customer loyalty. We believe that scent plays a crucial role in customer perception, and our mission is to help businesses use this to their advantage in the most sustainable and responsible way.

Tell us what it means to be supporting an industry event.

Supporting industry events is a vital part of EcoScent’s philosophy. By participating in and sponsoring these events, we can engage directly with hospitality professionals, exchange ideas, and stay updated on emerging trends. It provides us with a platform to showcase the value that scent marketing can bring to the hospitality industry—how the right scent can transform an ordinary stay into an unforgettable experience. Moreover, our presence at these gatherings helps us contribute to shaping the future of the industry by driving conversations about the importance of atmosphere, customer experience, and the role scent can play in achieving those goals.

Industry events also provide an opportunity to foster relationships with industry leaders and decisionmakers. These gatherings are more than just networking

opportunities; they are spaces where innovative concepts are introduced, debated, and developed. By supporting these events, we actively engage in these discussions, helping to inspire others to consider how scent marketing can enhance guest experiences.

What kind of impact do you think award ceremonies are having on the future of hospitality?

Awards ceremonies have a significant influence on the future of the hospitality sector. They serve as an acknowledgment of excellence and innovation, setting benchmarks that drive the entire industry forward. By celebrating the achievements of those who go above and beyond, these events inspire others to push the boundaries of what is possible. They foster a culture of healthy competition and encourage businesses to innovate in order to stand out.

In addition, awards ceremonies highlight the importance of creating exceptional guest experiences—something EcoScent deeply believes in. As hotels and restaurants are recognised for offering distinctive and memorable experiences, others in the industry are motivated to improve their offerings. These ceremonies also bring focus to key trends, such as sustainability, personalisation, and technology integration, encouraging the industry to evolve in response to changing guest expectations. By recognising and celebrating advancements in these areas, awards ceremonies play a vital role in shaping the future direction of the hospitality sector, ultimately benefiting guests, businesses, and the environment. ecoscent.co.uk

MAKING RECRUITING EASY

Why recruiting seasonal talent in one of the fastest growing hospitality sectors doesn’t need to be a chore…

Christmas is right around the corner and hospitality businesses are gearing up for peak demand. From office parties and group nights out to family get-togethers, it’s all happening. The difference between a great night out and a disaster? Extra Staff. So, how do you ensure you have the right people to deliver exceptional service and maintain a profitable bottom line?

Streamline Your Recruitment Process

Hotel Magazine spoke to Calvern James, Director at Caterer.com - with over 20 years of experience in recruiting within the hospitality sector, Calvern has a wealth of advice to share. His top tip: simplify your recruitment. Once you’ve found the perfect candidate, act quickly and efficiently to secure them. Delays during peak recruitment times can result in losing top talent to more attractive offers.

Calvern explained, “Make the application process as easy as possible, focus on the essential information you need to make a decision.” There’s a wealth of support, specifically designed to speed up the recruitment process and get you the right candidates. Check out Caterer.com Hospitality Leadership Collaborative, helping you navigate through hiring challenge and achieve business success: https://www.caterer.com/recruiter-advice/hiringpeople?RHP=nav_bar_Advice

Pre-screening candidates can save time by quickly filtering out unsuitable candidates. Calvern suggests preparing tailored questions around relevant experience, availability, and the ability to work under pressure.

Skills assessments, although time consuming to set up, should be central to any seasonal recruitment campaign. Schedule them early in your recruitment process and provide immediate feedback to keep candidates engaged.

Use Innovative Interview Techniques

Group interviews are a great time-saver when you need to onboard new hires fast.

“Hiring for seasonal peaks means thinking outside your usual recruitment practices”, Calvern explained. Group

Calvern James

interviews with pre-screened candidates participating in tasks and workplace scenarios, allows you to observe potential hires firsthand.

Recruitment evenings, where multiple candidates can meet you and your team and learn about your business, offer another effective strategy. This approach helps you evaluate several candidates at once and gain insights into them and what they are looking for from an employer.

Role-play isn’t just for party nights – it’s another great way to assess candidates in a practical setting, asking them to act out scenarios they could encounter in the workplace. Calvern takes it one step further – “Add in some questions around high-pressure situations to assess problem-solving skills.”

Onboarding and Training – Make It Relevant and Fun

Your culture is as important as the food you sell or the cocktails you offer. Candidates want to align with your culture and one of the best times to do this is during the onboarding and training period.

“You’ve recruited the people you need for the peak season, and now the hard work begins,” said Calvern. Start with a comprehensive onboarding session, tailored to integrate your peak season hires into your business. Introduce them to colleagues, supervisors, and your

company’s mission, values and culture. This helps seasonal staff understand and represent your brand.

Focus on role-specific training due to limited time. Develop a detailed programme that covers all aspects of their role, including policies and procedures like dress code, attendance, and conduct.

Calvern stresses the importance of upselling techniques, cross-selling, and engaging customers. This training promotes brand loyalty and increases sales.

Building and Maintaining Your Talent Pool

You’ve found and trained your seasonal hires – now, how do you keep them? Calvern Emphasised building a positive employee experience.

“Recognise the skills and expertise your recruits bring to your business, cultivating a talent pool for the future.”

Calvern continued, “The key thing is to cultivate a positive employee experience and treat your seasonal staff well. Keep in touch with your seasonal workers, let them know how the business is doing and any employment opportunities. It shows that you haven’t forgotten their contribution.

“If any permanent positions come up, you’ve then got immediate access to a talent pool of people who know your business and who can be recruited and onboarded quickly – a massive plus in terms of time and recruitment costs

when trying to find the right people for your business.”

One final thought on developing a talent pool – use social media! Share the positive experiences of your seasonal teams to promote your business as a great place to work. Not only with this attract new hires but will keep your previous seasonal workers engaged with you and your brand.

Great Places to Find Untapped Talent

Our final question to Calvern was about where hotels should be looking for new talent. “When thinking about recruiting from untapped talent there are a number of really good places to look for seasonal hires. The thing to think about is how the new hire will fit in, the hours they’ll be working and whether you can be flexible enough to offer them the work/life balance they need whilst fulfilling your business needs too.”

Gap year student – 65% of hospitality businesses believe that gap year students can benefit their business, and the good news is that there are over 400k intending to work/ travel within the UK.

People looking for a second job – Over 5 million people are looking for a second job to boost their income. These people have skills, experience and would be an asset to any business looking for seasonal workers.

Ex-offenders and the homeless – 77,000 ex-offenders are released yearly with approximately 33% facing homelessness. The hospitality sector can play a huge part in giving these people a second chance.

Military veterans – These guys bring some incredible skills to the workplace, be it working in teams, under pressure, or dealing with people in tricky situations. Their skill sets are exactly what hospitality businesses need.

Refugees – There are over 350k refugees in the UK, with many facing significant barriers to employment. They have diverse skills and experiences, speak a variety of languages, and have proven themselves to be resilient and motivated.

Calvern concluded, “You might find diamonds amongst all your seasonal hires; people you know will be a terrific long-term asset to your brand. By using a few simple strategies, you will create a positive, lasting impression with your seasonal hires, one that means they’ll want to stay with you, work with you and your teams again in the future and spread a very positive message about working for your brand.”

To find out more, read Caterer’s ‘Complete guide to effective seasonal hiring in hospitality’ here: https://www.totaljobs.com/file/general/CatererSeasonal-Hiring-Guide-Sept-2024.pdf

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TECHNOLOGY

AI IN HOSPITALITY

AI is transforming the hospitality industry by creating more personalised, efficient, and engaging experiences for guests. In line with this, here are five ways AI is enhancing the guest experience in hotels.

1

PERSONALISED RECOMMENDATIONS AND ITINERARIES

AI analyses guests’ preferences, previous bookings, and behaviour to offer tailored recommendations for local dining, entertainment, and activities. Many hotels use AI-powered apps or digital concierges that curate personalised itineraries based on guests’ profiles, ensuring that every aspect of their stay feels customised and meaningful.

2

STREAMLINED CHECK-IN AND CHECKOUT PROCESSES

AI-driven kiosks and mobile apps enable contactless check-in and check-out, reducing wait times and making the arrival and departure processes faster and more convenient. Some hotels use facial recognition technology to verify identity, while others use apps that allow guests to access their rooms with digital keys on their smartphones.

3

SMART ROOM FEATURES FOR ENHANCED COMFORT

AI enhances in-room technology, creating “smart” rooms that can adapt to guests’ preferences. Voice-activated assistants, like Amazon Alexa or Google Assistant, control lighting, temperature, and entertainment systems, allowing guests to create a comfortable environment tailored to their liking. Some systems even learn a guest’s habits over time, adjusting settings accordingly.

4

24/7 VIRTUAL CONCIERGE SERVICES

AI-powered virtual concierge systems are available around the clock to assist with a wide range of guest inquiries, from ordering room service to making dinner reservations. These AI chatbots can provide instant responses to common questions, enabling faster service while freeing up hotel staff to handle more complex requests and tasks.

5

PROACTIVE PROBLEM RESOLUTION

AI can predict potential issues and address them before they impact the guest. For example, if a hotel’s AI system detects that a guest’s air conditioning unit is malfunctioning, it can automatically alert maintenance, sometimes even resolving the issue before the guest notices it. This proactive approach improves service reliability and enhances the overall guest experience by minimising disruptions.

BEYOND THE KEY CARD

With the rise of contactless technologies rapidly transforming industries by enabling fast, secure and touch-free interactions across payments, access control and everyday transactions, we speak to experts to gain greater insight on how they are offering improved operational efficiency for hoteliers.

In the rapidly evolving hospitality sector, contactless technology has become a pivotal force, transforming guest experiences and operational workflows.

Leaders like Dean Wood from WorldVue, Terrie O’Hanlon from Agilysys, and Sem Schuurkes from CityHub illustrate how contactless systems – from mobile check-ins to automated room controls – are reshaping the industry. Driven by shifts in consumer expectations for safety, convenience and personalisation, these innovations not only enhance guest satisfaction, but also support efficiency and sustainability initiatives.

Through examples of keyless entries, digital ordering systems, and mobile-friendly controls, the industry is embracing a hybrid model that balances tech-forward solutions with the warmth of human interaction, allowing

guests to customise their experiences. This dialogue explores how companies stay ahead of tech trends and continuously refine their offerings to meet evolving guest preferences and boost operational agility.

Dean Wood, Senior Director Sales & Channel Partners at WorldVue, recognises that contactless technologies have been gaining momentum for some time, with the pandemic accelerating their adoption. From booking our favourite shows to paying for your travels and dinners, our smart phones have become the epicentre of our everyday life.

Dean commented, “Beyond safety and practicality, these innovations significantly enhance the guest experience, while supporting sustainability initiatives and boosting operational efficiency in an era of rising costs. From smart Wi-Fi solutions to interactive in-room TV platforms, hotels

can offer personalised, seamless experiences, empowering guests to make choices that contribute to a sustainable future.”

Hotels have many ways to incorporate contactless technologies into their operations, and Dean revealed that this is where the WorldVue HUB can transform the guest experience by seamlessly integrating smart room controls into a single, user-friendly platform. With the HUB, guests can effortlessly adjust entertainment and streaming from their mobile devices, offering the contactless experience that today’s travelers expect.

Speaking on some of the HUB’s main features, Dean said, “The WorldVue HUB also stands out with its guest messaging feature. This tool allows hotels to segment and personalise messages to individual guests, groups or specific areas, offering a personalised touch, while also improving operational efficiency.

“Another one of our innovative contactless solutions is the mobile remote feature, allowing guests to use their personal devices to fully control the in-room TV, eliminating the need for traditional remotes. In addition, guests can conveniently order room service or request extra amenities like towels directly from their TV. As we continue adapting to guests’ evolving preferences, technology will remain a crucial factor in providing exceptional service. While some guests may still value inperson interactions, many will prefer contactless options for the foreseeable future,” added Dean.

For luxury hotels, it’s essential to maintain the high standard of service they are known for, while acknowledging that this will vary for each guest. Dean shared how WorldVue’s room management system allows hotels to greet guests with personalised messages on the TV, display their itinerary, and highlight their favorite hotel amenities. “Guests can also enjoy the convenience of checking out via their TV, saving time for both them and the front desk team,” he finished.

Innovative hospitality brand, CityHub, is known for using the latest tech to give guests a frictionless stay. So, what inspired CityHub to integrate contactless technologies

into its hospitality model? Sem Schuurkes, Co-Founder of CityHub, revealed that there were a “few” factors. He said, “First, we wanted to automate and streamline many processes - from check-in to payments. The ease of integration was also important. We’re able to seamlessly connect things like the Hub door access and payments to our central reservation and property management systems. This means guests can use their wristbands not only to enter their Hub, but also to purchase drinks and snacks at our self-service bar.”

With contactless technology in the hospitality sector showing no sign of slowing down, we were keen to find out how Sem sees the future of this evolving over the next 5 years? He explained that the biggest change will be contactless payments moving to mobile phones. “I see AI being implemented, but it shouldn’t replace personal interactions. AI should be an advisory and data processing tool for reception staff. As it advances, people may crave more human contact. The challenge is implementing AI to assist and facilitate, not replace, positive human interactions.”

Sem continued to say, “Contactless solutions are becoming a necessity in the hotel industry. With increasing competition, hotels can no longer stay behind if they want to keep up with changing traveller expectations and behaviours. The demand for seamless, touch-free experiences is only going to grow.”

In terms of how CityHub’s model of contactless hospitality differentiates itself from other hotels, much of the IT in other venues comes from service providers. When hotels integrate IT, they use external IT providers. In CityHub’s case, they pride themselves on doing or building, exactly what is necessary for them.

With a concept born from an IT perspective, CityHub developed a lot of the technology in-house. Sem revealed, “We integrated simplicity in our operations. Unlike traditional hotels, we don’t have extra services like restaurants - we just focus on being there for guests. We eliminated extra services. This allows one staff member (the CityHost) to run the entire hotel, with their main role

being guest relations, rather than dealing with complex operations. The hotel itself is highly automated, and most of the operations are run digitally. The CityHub app is a big part of the flow too. It allows guests to customise their rooms: adjust the lights in the Hub, chat with the CityHosts and even control the temperature, which is a new feature our Reykjavik location.”

With technology moving so fast, Sem admitted that staying ahead is a challenge. In order to get around this, the CityHub team try to think from the guest’s perspective – ‘how can we make the experience smoother and more personal?’ Sem added, “Our approach is to focus on improving the service experience rather than chasing every innovation. We focus on simplicity and automation. Experience is primary - smart self-service and personalised interaction. We look at how different systems can make them better.”

Agilysys has been working hard to stay at the forefront of hospitality technology innovation for many years, so all of their solutions are designed with both contactless and staff-delivered engagement in mind, and with a mobilefirst point-of-view to offer the most extensive choice for how properties deploy them.

Terrie O’Hanlon, SVP Agilysys, revealed that there were solutions Agilysys already had in the market for contactless guest engagement before the pandemic – such as ondemand mobile F&B, mobile and kiosk check-in/checkout with identity verification and digital keys, contactless payments, and mobile booking for rooms, amenities and experiences property-wide.

In terms of the role Agilysys plays in enhancing the guest experience in hotels through contactless solutions, the brand is focused solely on hospitality and have an extensive R&D team and deploy their solutions directly through a broadly staffed professional services force. Terrie explained, “This means we routinely work alongside our

customers directly to not only deploy currently available solutions, but also to ideate and shape future capabilities based on our customers’ aspirations. As other industries, such as retail, expand their contactless engagement with customers, hospitality executives are increasingly aware that a bar is being set for what contactless engagement choices guests will expect from them.”

Agilysys delivers 30+ software solutions, including platforms for PMS, POS, booking, spa and golf operations, club management, membership management and activities. Terrie explained, “One way we provide integration is by being able to deliver end-to-end solutions property-wide.”

Terrie continued, “In fact, Lajitas Gold Resort, a top golf resort in the USA, just deployed 14 of our solutions across their property to help them deliver unforgettable, personalised, curated-to-each guest preference experiences.”

Keen to learn more about consumer behaviours, we asked Terrie what specific shifts in guest preferences he has observed post-pandemic, and how have Agilysys’ solutions been refined to meet these expectations. He revealed how, immediately after the pandemic, there was a wave of what has been termed ‘revenge travelers.’

People said they would not be denied the right to travel, to anywhere for anything. The act of traveling was the goal.

Terrie added, “Now the dynamic has evolved to ‘experience travelers.’ Traveling alone is not enough and the destination alone is not enough. Travelers want unique, personalised experiences that are meaningful and unforgettable. They are willing to compromise on other spending categories to afford travel experiences they now consider necessary for their mental well-being and ability to recharge.”

To support this shift, Agilysys helps properties use technology to optimise ‘revenue beyond the room,’ by leveraging data about how guests engage property-wide

and amalgamating it in a comprehensive profile that reveals the guest holistically. This enables properties to offer real-time, curated experiences, both ahead of the stay and during the stay, that not only increase engagement and satisfaction, but also drive revenue profitably.

Acting on these consumer behaviors, like anything, comes with obstacles. Terrie sees that there are two key challenges in implementing contactless technologies in the hospitality industry. He explained, “One is that there is a relatively low awareness of the full spectrum of capabilities and advantages of the latest technology innovations in general, including contactless technology. The second is that there seems to be a general cultural inertia centered on a traditional belief that hospitality is best delivered by a top-notch, engaged staff, not through technology that can be perceived as impersonal.”

With respect to awareness, unlike more technologyforward industries that frequently explore innovations to potentially advance their businesses, recent research Agilysys conducted (The 2024 Global Hospitality Impact Study) shows that hospitality is a decidedly laggard in its ongoing assessment of what is possible through technology. Just 12% of respondents globally said they review their system capabilities vis a vis the latest technology innovations multiple times per year. Only 32% conduct reviews yearly, while 38% go four years or longer between system reviews.

Considering the continuously accelerating pace of technology innovation, taking four years or longer to explore using new technology to enable new operating approaches, such as contactless engagement, is a lifetime. Terrie explained that in moving past low awareness to address cultural inertia, many hospitality executives are waking up to two truths:

“First, serving guests how they want to be served, whether digitally or through staff, rather than how you

think they should prefer to be served is the essence of ‘hospitality’ and a concept. Meet people where they are.

“Second, technology and staff are a team, not adversaries, and the game they compete in is delivering choice. Rarely does a traveler want an all-contactless or an all-in-person stay. What travelers do want, universally, is to have options that let them choose how they interact. If there is a wait at the front desk, they want a kiosk or mobile app that delivers what they need. If they are comfortable lounging by a pool, they want on-demand digital ordering that brings lunch to them where they are. If they are at a casino resort, they want a kiosk or mobile app to reserve a table for dinner, and a text message when the table is ready for immediate seating, so they can maximise their time on the casino floor with zero wait time in line or on a phone.”

The hospitality industry is embracing contactless technology to meet modern guest expectations for convenience, safety and personalisation. Industry leaders, such as WorldVue, Agilysys and CityHub, are pioneering solutions that streamline guest experiences, from mobile check-ins to smart room controls. This shift not only enhances guest satisfaction, but also supports operational efficiency and sustainability, allowing hotels to balance technology with a warm, human touch.

As the demand for personalised, touch-free experiences grows, hospitality brands are refining their offerings to cater to diverse guest preferences. Contactless solutions, like mobile remotes, automated check-ins and in-room controls, empower guests to curate their stays with ease. Looking ahead, advancements in AI and seamless integration across platforms will continue to shape a hospitality landscape where technology and personal service complement each other, offering guests the choice of how they interact. The hospitality sector is poised to thrive, by blending innovative tech with traditional service, creating memorable, adaptable guest journeys.

KEEPING TRACK

The new era of hospitality metrics: what to track and why it matters.

Hey, you’ve found us (again) – grab some inspiration from the leading UK hotels running on Mews.

Since the dawn of hospitality, hoteliers have relied on key metrics to gauge their success. For centuries, traditional metrics like occupancy and ADR served as reliable benchmarks. But our industry is evolving quickly, and so are the demands on General Managers. Nowadays, they have to understand both the guest experience and the revenue potential of every square inch of their property.

Curious about these new metrics? You can grab a guide with all 11 of them at the back of this edition. For now, let’s inspect a few of them up closer.

From occupancy to utilisation: the real potential of your spaces

Occupancy has long been a cornerstone metric in hospitality, providing a snapshot of how many rooms are filled each night. But in a world where blended stays and

multi-use spaces are on the rise, occupancy alone fails to capture the potential revenue across a hotel’s entire space.

Utilisation expands on occupancy by considering how much time each space – rooms, lobbies, or even parking –is actively in use. For example, if a guest checks out early and another arrives late, a room may sit empty for half a day. A high occupancy rate might seem favorable, but this gap represents missed revenue.

Applying utilisation metrics, hoteliers can see opportunities for additional revenue. If, for instance, a lobby remains unused for hours, it could be reimagined as a daytime co-working space or event venue.

Turing Locke, part of Edyn Group’s Locke chain of aparthotels, realised a 10% boost in parking occupancy and an increase in revenue while saving staff time and stress simply by automating the bookings in Mews.

“Our teams had to verify the information and data on the platform multiple times before agreeing to new sales and bookings. Now we know that if you have a spot booked, that’s it. You can clearly and confidently see it on

the platform.” - Igor Kostadinov, Product and Deployment Manager, Edyn

Beyond ADR: the power of daily guest spend

ADR has been another mainstay in hospitality metrics, offering a benchmark for room pricing and rate comparisons. However, ADR is focused solely on room rates, which only tell part of the story. By looking beyond ADR, hotels can gain a broader understanding of their guests’ spending habits and enhance revenue from all property areas.

Now, daily guest spend considers revenue generated from all hotel services and amenities, from dining to spa visits and room service, painting a more complete picture of the guest’s engagement. This metric also helps identify trends, such as peak days for restaurant or bar services or fluctuations in spending on add-ons, which can inform pricing and upsell opportunities.

In their efforts to reduce OTA dependence, Cornwall Hotel Collection opted for a more comprehensive approach with the Mews Booking Engine, enabling guests to personalise their stay through premium add-ons and on-property services. By enhancing the guest journey, Cornwall Hotel Collection reported a 15% higher booking

value for direct website bookings compared to OTA reservations.

These figures reflect how hoteliers can leverage all aspects of their property for a seamless guest experience, while creating fresh revenue streams.

Humanising hospitality through user disengagement

User disengagement is the practice of freeing people from technology or processes that don’t add value to their experience. The most measurable outcome? Time savings. A prime example is Leven Manchester, who have reduced wait times and enhanced the guest arrival experience by embracing online check-in through Mews.

With a digital-first approach, guests can fill out registration details and even sign documents before they arrive. This reduces front desk bottlenecks and allows staff to focus on meaningful guest interactions. Leven Manchester estimates that online check-in saves their front desk team up to an hour each day. This newfound time allows staff to focus on other value-adding tasks, making a more profound impact on the guest experience.

Ready to enter a new era of hospitality? Let’s have a chat. www.mews.com/en/demo

SUSTAINABILITY MEETS COMFORT

How the Good Hotel in London balances eco-friendly values with a luxurious guest experience.

The idea for the Good Hotel was conceived in 2012. After witnessing poorer parts of the world during his travels, the hotel founder, Marten Dresen, set out to build the Good Hotel on the principles of “social business” from the very beginning. The Good Hotel in London is a socially conscious establishment committed to sustainability and community impact. True to its mission-driven ethos, the hotel prioritizes collaboration with partners who share its vision of responsible business practices and seeks products that enhance the extraordinary guest experience.

“We are committed to being very eco-conscious across our hotel; therefore, our choices reflect our ethos!” says Toni Simpson, Training & Development Manager at Good Hotel, London. Even in the most personal space of the hotel room—the bathroom—sustainability takes priority, with no compromises, yet without neglecting the guests’ desire for comfort. The decision is not always easy and requires careful consideration, as it also demands transparent information from suppliers.

For instance, the hotel selected a very special cosmetic line for its guests: The Perfumer’s Garden, which is luxurious and nature-inspired. The Perfumer’s Garden was developed by perfumers in Grasse, the French perfume

capital, who drew inspiration from the natural aromas of local herb and spice gardens, creating irresistible fragrances that uniquely engage the senses.

Furthermore, the Good Hotel relies on SmartCare, the ideal eco-friendly upgrade for hotel bathrooms, which guarantees no dripping, no back contamination, and no wear-out effect. Its hygienic superiority has been recognized by the renowned independent hygiene institute at Rhine-Waal University of Applied Sciences in Germany. The dispenser can be emptied completely, and its mono-material PP bottle and cap ensure easy recycling. Additionally, the rapid cartridge exchange, which takes just five seconds, supports highly efficient housekeeping.

Dispensers, as well as the hotel cosmetic line, are supplied by ADA Cosmetics, a market leader with extensive experience whose brands follow the recommendations of The Green Key International, thanks to a Cradle to Cradle Certified® Silver certification.

“What we do here is not just for us; it is for others. At Good Hotel, you can sleep well and do good at the same time,” says Toni Simpson. “And we want our guests to have the best experience ever!”

ada-cosmetics.com

AN UNMATCHED OFFER

With guests now more than ever looking for memorable experiences, we share details on the offering from TNT Sports that will keep your hotel occupied, even in quieter midweek periods.

There’s nothing like live sport to get guests from across the world to spend more time in the bar during the week.

TNT Sports has an unmatched midweek offer that ensures customers always have a reason to take time away from their rooms and head to a more social setting in the hotel.

The new format to the UEFA Champions League and UEFA Europa League this season means more matches and more reasons for guests to enjoy the best football from across the continent in the bar with you.

Manchester City, Arsenal, Liverpool, Aston Villa and

Celtic travel to and welcome some of the biggest clubs in the world in this season’s revamped UEFA Champions League. Meanwhile, Manchester United, Spurs and Rangers lead the way in the Europa League while Chelsea are the favourites to lift the Conference League trophy.

Research conducted by KAM on behalf of TNT Sports confirms the wide appeal of sport in hotel bars with the majority of UK hotel visitors (64%) agreeing that they would be more likely to drink and eat in the hotel bar if sport was shown on TV.

Slightly more (65%) of hotel visitors would be more likely to book a particular hotel if the bar shows live sport, while

72% of hotel visitors would increase their time spent in a hotel bar if it had live sport.

Not showing live sport can be detrimental, with almost half (44%) of hotel visitors saying they would leave the hotel and go to watch sport elsewhere, if it was not being shown in the hotel bar.

On the flip side, a great experience watching sport in a hotel bar is a way to drive repeat visits and loyalty, with 74% saying they would be more likely to rebook following a positive experience watching sport in a hotel bar.

Football is by far the leading sport for people to watch in a hotel bar, with consumers ranking Premier League and Champions League as the most popular competitions (78% Premier League v 72% Champions League).

It’s an open goal for hotels with changes to the format of this UEFA Champions League meaning there are now more than 200 matches in the competition – up by 46%. This gives hotels more opportunities to show the very best in Europe, appealing to guests from all over the world.

TNT Sports remains the home for the UEFA Champions League with rights to 187 live games. Plus our partnership with Amazon Prime means hotels can screen Prime’s Tuesday night first pick games at no extra cost. That’s every game covered all the way to the final in Munich in May.

The partnership with Prime also brings TNT Sports commercial customers 20 extra Premier League games

to screen across two busy match days in December. This is on top of the exclusive 52 live Premier League games broadcast on TNT Sports throughout the season.

But our content goes way beyond football. The Southern Hemisphere giants are in this part of the world for rugby union’s Autumn Nations Series. All 21 clashes in November are exclusively live on TNT Sports.

We’re also home to Gallagher Premiership rugby, Moto GP, huge boxing nights – such as the Pay Per View rematch between Tyson Fury and Oleksandr Usyk on December 21 –UFC, international cricket and more.

Showing live sport is a tactic that has proved successful for Britannia Hotels. Head of Marketing, Connor Georgiou, said: “We have it in the bar areas to provide some sports entertainment.

“For us it is a great way of getting people from their rooms, especially with the midweek European football –the Champions League, Europa League and Conference League.”

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

On top of our first class live sport rights, we also provide customers with posters, PoS, fixture information and a wide range of marketing support.

For more information visit www.tntsportsbusiness.co.uk/hotels

A PROMISE OF INNOVATION

ThermoSoft-V by LEMI is redefining the spa experience by merging technological innovation with Italian design excellence. More than just a luxury spa bed, it’s a genuine sanctuary where heat, music, and vibrations blend into a transformative sensory experience.

Thermal Therapy and Vibro-Acoustic Technology

At the heart of ThermoSoft-V is its seamless integration of thermal therapy and vibro-acoustic technology. The heated blankets provide a soothing warmth that not only relaxes muscles but also helps detoxify the body by improving circulation and purifying the skin. This results in a deeper

sense of relaxation while promoting overall physical wellbeing.

The vibro-acoustic technology, embedded within the memory foam mattress, enhances this experience further by transforming vibrations into a gentle, therapeutic touch that reaches deep into the body’s tissues. These vibrations harmonise with the body’s cellular structure, stimulating

microcirculation and muscle recovery, while also enhancing emotional balance by stimulating the production of endorphins and dopamine. This process not only relaxes the body but also alleviates stress and boosts mood, making every treatment a holistic experience.

Vibro-Music: More than Just Sound

What sets ThermoSoft-V apart is its vibro-acoustic technology, which transforms music into an active participant in the treatment. Through the LEMI VibroMusic app, vibrations and sound waves are tailored to the user’s needs, creating an immersive experience where each sound becomes a vibration that harmonises with the body, enhancing the therapeutic effects.

Music, beyond just influencing mood, becomes a physical sensation that deeply resonates within the body and mind. These vibrations, synchronised with acoustic frequencies, penetrate the tissues, fostering a sense of harmony and peace. Combined with the warmth of heated blankets, the music helps to fully dissolve stress.

This advanced approach to music therapy not only relaxes but also balances the mind, improves concentration, and stimulates creativity. Vibro-Music becomes a versatile tool for personalising every treatment to individual needs, offering mental peace and clarity.

Whether for relaxation or recovery, ThermoSoft-V transforms each session into a deeply rejuvenating experience.

A Personalised Wellness Experience Like No Other

One of ThermoSoft-V’s key strengths is its ability to offer a truly personalised wellness experience. Every element

of the spa bed is designed to be adjusted to the user’s preferences. The Memory Foam mattress adapts to the shape of the body, ensuring optimal comfort even during longer treatments. The integrated heated blankets allow for temperature control, providing the perfect balance of warmth based on the user’s needs.

With the vibro-acoustic technology combined with our Vibro-Music app, the experience becomes even more customisable. The app allows professionals to finetune the vibrations to target specific areas of the body, creating a massage-like effect without the need for manual manipulation. This is particularly beneficial for individuals with sensitivities or conditions that make traditional massages uncomfortable. The ability to synchronise music and vibrations with the therapist’s techniques further enhances the overall treatment, making it more immersive and effective.

A New Dimension in Wellness

ThermoSoft-V represents a leap forward in the wellness industry, offering a holistic approach that engages the body, mind, and spirit. It’s not just a product, but a gateway to a new dimension of well-being. By combining thermal therapy with vibro-acoustic technology and Vibro-Music, ThermoSoft-V transforms every treatment into a journey of renewal and relaxation.

In an era where stress is at an all-time high, ThermoSoft-V provides a sanctuary of peace and recovery. Whether used in luxury spas or wellness centers, it redefines the concept of relaxation and self-care. With ThermoSoft-V, wellness is no longer a luxury, but a necessity.

www.lemispa.com

DISCOVERING MAGIC

In this edition, we take you on an unforgettable journey to the lush landscapes and luxurious retreats of St. Lucia. Recently, our Editor embarked on an unforgettable press trip to explore two of the island’s most iconic properties—Anse Chastanet and its renowned sister resort, Jade Mountain. Nestled amid the vibrant flora and pristine beaches of this Caribbean paradise, these resorts offer a harmonious blend of immersive experiences, world-class hospitality and architectural brilliance. Join us as our Editor, Jade, uncovers the unique allure of these destinations and the captivating elements that make them stand out in the world of luxury travel.

After a scenic drive through the vibrant town of Soufrière, our journey to discover the magic of St. Lucia officially began at the renowned Anse Chastanet. Nestled quietly along the island’s south-western coast, this idyllic resort is set against the backdrop of the iconic Piton mountains. On arrival, we were greeted with sweeping views of the shimmering turquoise waters of the Caribbean Sea and a refreshing welcome drink made from local sugar cane—a taste of what was to come.

With the sun radiating warmth, the air-conditioned shuttle to my room was a welcome reprieve. My treehousestyle suite, perched amidst the lush foliage, was nothing short of spectacular. The open-air design provided an immersive experience, blending the indoors with nature’s beauty. Tropical gardens framed the panoramic views, while the soothing sounds of the sea and gentle Caribbean breezes enveloped the space, enhancing the feeling of being one with the environment.

That evening, we were treated to a private beach dinner and wine pairing, hosted by Anse Chastanet’s General Manager, Henry Arnulphy. Executive Sous Chef Ruban Kumar presented a delectable menu featuring dishes like king prawn carpaccio, ribeye steak and a chocolate caramel cylinder. Paired with exquisite wines and surrounded by candlelit shores, it was an unforgettable introduction to the very best of St. Lucia.

The following morning, breakfast at the on-site

treehouse restaurant felt like dining in the heart of nature. Nestled within the rainforest canopy, the open-air setting offered unobstructed views of the Caribbean Sea, creating an ambiance enriched by the morning breeze and the chorus of birds. The highlight, beyond the panoramic scenery, was indulging in a fresh French toast with a side of the island’s famous cocoa tea.

A highlight of Anse Chastanet and its sister resort, Jade Mountain, is their dedication to sustainability. We explored the historic Sugar Refinery Ruins of Anse Mamin, learning about traditional methods of sugar cane harvesting and refining, paired with the art of rum production. Expert Robert Burr guided us through this rich history, culminating in a tasting of the iconic Plantation Rum Punch.

Later, at the Jade Club, we embarked on a sensory journey exploring St. Lucia’s most prized products: rum and chocolate. A Bean to Bar workshop, led by consulting Chef Allen Susser and on-site Pastry Chef Sherma Peter, showcased the resort’s home-grown Emerald Estate Organic Cacao. Rich, intense flavours were paired with barrel-aged rum, all tasted while admiring the grandeur of the Pitons in the distance. Being able to try my hand at making chocolate in their dedicated laboratory added a personal touch to the experience and provided a great keepsake!

Our next culinary adventure took place on the Celestial Terrace, with an exquisite lobster tasting menu crafted by Executive Sous Chef Elijah Jules. Under the stars, we savoured dishes while learning about Jade Mountain’s newest venture—a Cacao Rum project, which perfectly blends the island’s traditions of chocolate and rum.

Jade Mountain’s Sun Sanctuary, my final accommodation, was a revelation. With its open-walled design offering uninterrupted views of the Pitons and an infinity pool that appeared to merge seamlessly with the Caribbean Sea, it was a secluded paradise. Every corner of the sanctuary embraced the natural beauty, and even simple moments like ordering breakfast felt extraordinary.

Sustainability and wellness are at the core of both Anse Chastanet and Jade Mountain. We witnessed their commitment first-hand, from a snorkelling excursion to explore coral restoration efforts to the innovative way they manage invasive lionfish populations. Anse Chastanet’s culinary team crafted a six-course tasting menu, transforming the lionfish into a delightful dining experience, which we enjoyed at Anse Mamin.

Venturing ten minutes down the road, we arrived at Emerald Farm, a key part of Jade Mountain’s farm-totable philosophy. Spanning 30 acres, the farm is a model of organic and locally sourced agriculture. Executive Chef Manuel Gonzalez and Executive Sous Chef Elijah Jules treated us to a five-course meal using the freshest produce, including a family-recipe mango chutney made in front of us—an unforgettable demonstration of the resort’s deep respect for Caribbean culinary traditions.

Art is another pillar of St. Lucian culture, and the resort celebrates this with immersive experiences. In a shaded spot by the sea, we joined local artist Naja Simeon, or Sakey, in an art class where we created vibrant abstract pieces that reflected the island’s dynamic culture.

Our final evening was marked by a private champagne sunset cruise aboard a resort catamaran. As we sailed, the dramatic Pitons framed the horizon, and a playful pod of dolphins joined us, enhancing the dreamlike atmosphere. Watching the sunset cast a soft glow over the island, I couldn’t help but reflect on what had been a truly once-ina-lifetime experience.

The journey to Anse Chastanet and Jade Mountain was more than just a trip—it was an immersion into the very heart of St. Lucia. From luxurious rooms with breathtaking views to a genuine commitment to sustainability and cultural preservation, every detail felt designed to create unforgettable memories. It’s an escape that lingers in the mind and heart long after you leave.

ansechastanet.com jademountain.com

CULINARY MAGIC IN PARADISE

In the heart of the Caribbean, a culinary mastermind brings the flavours of St. Lucia to life. Elijah Jules, Executive Chef at Jade Mountain, is transforming the region’s food scene, blending local ingredients with innovative techniques that honour the island’s rich heritage. In this edition we take a closer look at Elijah’s inspiring journey—from his roots in St. Lucia to his current role crafting immersive, high-end dining experiences for Jade Mountain’s global clientele. Discover the story, the passion, and the artistry behind one of the Caribbean’s most celebrated chefs.

Amidst the lush Caribbean setting of Jade Mountain Resort, Executive Chef Elijah Jules, is redefining modern Caribbean cuisine. His journey into the culinary world wasn’t scripted but emerged from humble beginnings. From his early years working as a gardener and dishwasher to helming the kitchen of one of Saint Lucia’s most renowned resorts, Chef Elijah’s path is a testament to passion. His journey began unexpectedly at 16 when he left school and found work as a gardener at Hummingbird Beach in Soufriere. Shortly after, he transitioned to kitchen work as a dishwasher. It was here, amidst the hustle and precision of the kitchen, that he discovered his love for food. Recognising his dedication, the Executive Chef at the time began involving him in prep work. “At first, I thought he was simply using me, but I soon realised he was paving the way for my future in the culinary industry,” Elijah recalls. Three years of perseverance and a growing skill set led to his promotion as head chef. Remarkably, his success was achieved without formal culinary training, relying instead on relentless hands-on experience. “I am truly grateful for how far this journey has taken me and excited about what lies ahead in this ever-evolving culinary world,” he said.

Elijah describes his culinary style as “Caribbean Modernist cuisine” — a modern, innovative approach that deconstructs and reimagines classic Caribbean flavours. His ceviche has become a signature dish, beloved by guests and locals alike. “Locals weren’t accustomed to eating raw fish, but once they tried my ceviche, they kept coming back for it,” he shared. This dish, celebrated for its blend of fresh,

bold flavours, is a staple on the menu.

In his role as Executive Chef, Elijah manages all aspects of the kitchen, from creating and executing menus to overseeing staff and ensuring the highest standards of food quality and safety. Beyond culinary skill, his position demands leadership and a commitment to excellence. Elijah aims to inspire his team to embrace sustainability, a key value at Jade Mountain and Anse Chastanet. This dedication is seen in the resort’s sourcing practices, as the team buys exclusively from local farmers and producers committed to sustainable methods. “We choose organic, seasonal produce to minimise our environmental impact and support the local economy,” he explained.

Elijah’s vision for Jade Mountain and Anse Chastanet is clear: to offer guests an immersive, memorable, and

distinctly Caribbean dining experience. With a farm-totable philosophy, the menus at both resorts are inspired by the vibrant local ingredients and traditional Caribbean recipes. “We want to celebrate the flavours and ingredients of the local area,” he said. By working closely with farmers and sourcing seasonal produce, Elijah creates dishes that are sustainable and authentic to the region.

The experience goes beyond taste; Elijah and his team have designed interactive dining events that engage guests directly. These experiences include cooking demonstrations, chef’s tables, and themed dinners. Sommeliers and mixologists at the resort curate beverage pairings to perfectly complement the dishes, adding another layer to the culinary experience. From elegant fine dining spaces to open-air settings, the ambiance aims to create an unforgettable environment where guests can relax and enjoy.

Special events at Jade Mountain offer guests an opportunity to explore Caribbean flavours on a deeper level. Events such as “Discover Chocolate Week” and “Spices of the Caribbean” are examples of Elijah’s creativity and commitment to thematic dining experiences. “We start by exploring the culinary traditions and flavours associated with each theme,” he explained. During “Discover Chocolate Week,” guests can indulge in a chocolate-infused menu, showcasing home-grown chocolate in everything from savoury dishes to desserts. Meanwhile, “Spices of the Caribbean” introduces diners to the vibrant spices that define Caribbean cuisine. These events often include tastings, workshops, and guest chef collaborations, making for an interactive and educational experience. With an array of local ingredients at his fingertips,

Elijah draws constant inspiration from the flavours of the Caribbean. Plantain, seasoning peppers, fresh seafood, coconut, and a mix of spices like turmeric, thyme, and cinnamon feature prominently in his dishes. “These local ingredients allow me to create bold, flavourful dishes that celebrate the diversity of Caribbean cuisine,” he said. By incorporating these elements, Elijah highlights the region’s culinary traditions while adding his modern twist.

When asked about his dream culinary event, Elijah envisioned an extravagant gathering at Jade Mountain featuring a multi-course gourmet meal prepared by renowned chefs from around the world. His dream guests would include celebrity chefs, famous food critics, and passionate food enthusiasts, all brought together to appreciate the artistry of fine dining. In his vision, the event would be a celebration of flavours, techniques, and global influences, creating an unforgettable experience for all attendees.

Elijah is not only committed to delivering memorable dining experiences but also to leaving a lasting impression on Caribbean cuisine. He sees each meal as an opportunity for guests to savour not only delicious food but also to connect with local culture and create lasting memories. His vision is for Jade Mountain to be a place where guests enjoy an immersive culinary journey, one that reflects the beauty, flavours, and spirit of Saint Lucia.

Elijah’s journey, from dishwasher to Executive Chef, reflects a true passion for food and a deep respect for the Caribbean’s culinary heritage. His dedication to sustainability, innovation, and authentic flavours has made Jade Mountain a dining destination that celebrates the richness of the Caribbean in every dish.

THE BERKELEY

In a discerning and intimate conversation with Degraft Osei Kwame Jnr, Back of House Manager for The Berkeley, we journey through the years of The Berkeley and delve into how the venue’s legacy contributes to offering unforgettable experiences to guests.

Introduce us to The Berkeley and give us an insight into its history.

Located in the heart of Knightsbridge, London, The Berkeley Hotel, is an iconic beacon of British luxury and innovation, offering over 300 years of hospitality excellence. Originally established in the 1700s as a coffee house on Berkeley Street, it became a prestigious hotel in 1897, known for hosting royalty and the elite. In 1972, the hotel moved to its current location on Wilton Place, designed by architect Brian O’Rorke, where it continued its tradition of blending timeless elegance with forwardthinking amenities. Part of Maybourne, The Berkeley is renowned for being a pioneer in the hospitality industry. It was one of the first hotels in London to offer air conditioning and introduce a rooftop swimming pool, which remains an iconic feature. Over the decades, The Berkeley has evolved into a modern luxury haven, famous for its world-class dining experiences, breathtaking design, and, more recently, its commitment to sustainability.

What sets The Berkeley apart from other luxury hotels in London?

What truly sets The Berkeley apart from other luxury hotels is its unique ability to combine timeless British sophistication with bold, contemporary innovation. While some luxury hotels lean solely on tradition, The Berkeley embraces both its illustrious past and a cutting-edge future. Our bars such as the Blue Bar and The Berkeley Bar & Terrace are not only celebrated for their impeccable service and exquisite cocktails, but for their dedication to sustainable luxury. The Blue Bar, for example, stands out with its Lutyens Blue décor and creative sustainability initiatives like reusing ingredients for garnishes, distilling herbs for future use, and incorporating recyclable materials in packaging. Meanwhile, The Berkeley Bar & Terrace offers an intimate experience, steeped in elegance but powered by eco-consciousness. In recent years, the hotel has evolved with the launch of The Berkeley Café, a fresh and exciting venue where Cedric Grolet, one of the world’s most renowned pastry chefs, leads an inspiring culinary journey that draws global visitors. With our focus on cutting-edge design, innovation in gastronomy, and industry-leading sustainability efforts, The Berkeley stands

as a leader in London’s luxury hotel scene, always ahead of the curve while honouring its roots.

Can you share how The Berkeley’s legacy contributes to its current identity as a leader in hospitality?

The Berkeley’s legacy has always been one of innovation and leadership. From being one of the first London hotels to offer modern amenities like air conditioning and double glazing in the early 20th century, The Berkeley has never been content with the status quo. Each era has brought new firsts for the hotel, cementing its reputation as a place where luxury and cutting-edge practices coexist harmoniously. Our legacy of culinary excellence, with former partnerships including legendary chefs like Pierre Koffmann, Gordon Ramsay and Marcus Wareing, have contributed significantly to The Berkeley’s identity as a gastronomic leader. Today, this legacy lives on with Cedric Grolet at the helm of The Berkeley Café, continuing to raise the bar in culinary artistry. The hotel’s ability to continually

reinvent itself while staying true to its legacy makes it a leader in hospitality, not just in London but globally. Sustainability has become a central part of this legacy. Our current 95% recycling rate, one of the highest for a citybased luxury hotel globally, is the result of years of effort and dedication to leading by example in environmental responsibility. This commitment to a better future, coupled with a storied past of innovation, defines The Berkeley today.

The Berkeley is known for constantly innovating. How do you stay ahead of trends while still providing timeless experiences?

At The Berkeley, innovation is about embracing change without losing sight of what makes us timeless. The hotel continuously seeks out innovative technologies and design, without sacrificing the warmth and personal touch that have always been at the core of its offering. Our recent shift in culinary direction, for instance, with the introduction of Cedric Grolet, reflects how we are keeping ahead of trends while offering timeless quality.

Your culinary offerings—such as The Berkeley Café and Cedric Grolet—are legendary. What is the key to creating such memorable dining experiences?

The key to creating memorable dining experiences lies in our unwavering commitment to quality, creativity, and guest engagement. At the heart of this commitment is The Berkeley Café, led by the globally acclaimed Cedric Grolet. His pastries are not just desserts they are works of art. Every dish is carefully crafted with meticulous attention to detail, blending traditional techniques with contemporary creativity. Grolet’s approach to pastry mirrors our approach to hospitality: rooted in tradition but always evolving. The Blue Bar and The Berkeley Bar & Terrace are renowned for their distinctive, immersive experiences. Here, cocktails are more than just drinks; they

are thoughtfully curated, using locally sourced ingredients and sustainable practices to deliver both taste and impact.

How does The Berkeley approach sustainability across its operations?

Sustainability is at the heart of The Berkeley’s operations. Our hotel achieved a 95% recycling rate by September 2024, positioning us as a leader in luxury sustainability. We manage 15 distinct waste streams, including food waste, textile recycling, and electronic waste management, ensuring that nearly everything is recycled or repurposed. Our commitment goes beyond waste. We’ve partnered with local suppliers to minimise our carbon footprint, use energy-efficient systems throughout the hotel, and have drastically reduced single-use plastics in our bars and restaurants. Initiatives like Planet Berkeley, our staffled sustainability committee, ensure that sustainability is ingrained in our culture. These initiatives have been received positively in the industry. For instance, The Berkeley received The “Transformation Award” at The National Sustainability Awards in October 2024, and also became an International Green Apple Environment award winner In September 2024.

What challenges does the luxury hotel industry face today, and how does The Berkeley plan to overcome them?

The luxury hotel industry faces the challenge of maintaining high-quality experiences while meeting the increasing demand for sustainability. Guests are no longer content with superficial luxuries; they expect meaningful, responsible choices from the brands they support. The Berkeley addresses this challenge head-on by merging luxury with sustainability, offering both world-class service and eco-conscious operations. From a 95% recycling rate to curating unforgettable experiences, The Berkeley continues to set the standard for luxury hospitality that’s future-proof.

YOTELPAD, LONDON STRATFORD

In this exclusive interview with Hotel Magazine, Hubert Viriot, CEO of YOTEL, offers insights into the concept behind YOTELPAD and how it redefines extended-stay accommodations. Since its launch in 2018, YOTELPAD has emerged as a forward-thinking answer to shifting travel trends, blending smart design, technology and flexibility to meet the needs of today’s business and leisure travellers, and we have the details.

Can you tell us about the concept behind YOTELPAD and what sets it apart from other extended-stay accommodations in London?

We created YOTELPAD in 2018 to challenge the traditional aparthotel space by combining smart design, tech-forward amenities and affordability. YOTELPAD is the answer to the future of flexible travel, with rooms bookable from onenight to monthly stays, in a range of sizes and layouts, for maximum flexibility.

The PAD concept gives non-stop travellers a place to drop. The rooms, which we call PADs, optimise square metres, and include sleeping and living areas with

comfortable bathrooms, kitchenettes, work desks and ample storage space. What’s more, technology makes it easy to connect, stay charged and manage services during an extended stay.

YOTEL is known for its futuristic and tech-forward approach to hospitality. How does YOTELPAD London Stratford embody this philosophy?

We use functional technology to help improve every aspect of the guest experience - from increasing the efficiency of check-in to maximising room space. Our 24-hour

Mission Control, which replaces the traditional reception, features digital self-check-in stations for a seamless and independent experience. Each room is equipped with integrated technology that allows guests to personalise their stay; for example, they can adjust room settings like lighting and temperature with in-room controls. We recognise that our guests prioritise connectivity which is why all rooms also have super-fast WiFi and smart TVs.

Since our first YOTELPAD in Park City, we have upgraded rooms and PADs to new design standards, but still focus on delivering YOTEL’s core brand promise of affordable luxury in compact spaces.

What do you believe are the key benefits of the YOTELPAD concept for business travellers?

YOTELPAD was born in answer to the rising demand for flexible accommodation. Changes in work and lifestyle habits, such as the shift to remote working and extended business trips, mean that today’s travellers require a more flexible option when travelling for work and leisure. They want a space to work, but also a place where they can relax – all in a central location that allows them to explore a local neighbourhood and get around the city quickly and efficiently.

To meet these needs, our PADs are designed to have specific spaces to live, work and sleep. What’s more, our newest opening in Stratford has some of the best transport links in the capital, including the new Elizabeth line that connects the area with mainline stations, airports, and central London, making it the ideal base for a London stay.

How does YOTELPAD cater to the needs of long-term residents as opposed to traditional hotel guests?

We created YOTELPAD to cater to guests who may want to stay in the city for longer than just a couple of nights, by offering flexible, apartment-style living that goes beyond traditional hotels. The PADs are designed with fully equipped kitchenettes, ample storage and dedicated workspaces, ensuring guests have everything they need for an extended stay. Additionally, we offer laundry facilities and a 24-hour Grab & Go area, to add convenience and

foster a sense of community. This blend of home-like amenities and hotel-style services, combined with flexible booking options, makes YOTELPAD ideal for guests seeking comfort, independence and connectivity.

How do you see the future of extendedstay accommodations evolving, and how is YOTELPAD positioning itself to stay ahead of trends?

We see extended-stay accommodations evolving towards flexibility, smart design and tech-enabled experiences. Guests are seeking liveable spaces that serve as a base for both work and exploration, with the convenience of hotel services, all while staying connected. They don’t need huge apartments, but rather a comfortable place where they have space to eat, work, relax and sleep —all within well-connected neighbourhoods. This also means that the YOTELPAD model can now work within a range of real estate constraints – the development model is suitable for adaptive re-use conversions (e.g. office, residential, retail), existing hotel conversions, as well as ground up (such as YOTELPAD London Stratford).

Can you tell us a little more about YOTELPAD’s values on sustainability?

With all YOTEL properties globally, we are striving to reduce our carbon footprint, recycle more and limit energy consumption. Our properties are designed with the future in mind, so introducing smart and innovative initiatives to new developments and existing properties will continue to be a top priority for us as a brand. You can read more about our “Purple Goes Green” commitment online.

We are proud that YOTELPAD London Stratford achieved an Excellent BREEAM rating, certifying that it has been developed to optimise environmental performance, guest comfort and resource efficiency. Sustainable initiatives include occupancy sensors in the rooms and corridors to control lighting, air source heat pumps for hot water, MVHR ventilation system and heat recovery, and solar panels. The building also incorporates green roofs to absorb rainfall, reducing runoff, along with bird and bat boxes to support biodiversity efforts in the area.

KEY TAKINGS

Thousands of hotels and hotel operators will have been spooked by the Hallowe’en Budget. In line with this, Kate Nicholls, Chief Executive at UKHospitality, shares her key takings from what was outlined.

The Chancellor dealt them and the wider hospitality sector another blow on 30 October, in a tax and spend Budget that bodes ill for 2025.

How many smaller, independent hotel operations are going to be able to survive rising taxes, increasing costs and guests whose confidence as consumers is already fragile?

Widely predicted increases to employers’ National Insurance Contributions (NICs) have come to pass, and will disincentivise hotels from recruiting new staff, while plans they had to invest in their businesses are likely to be shelved.

Not only was the increase to the rate of employer NICs painful, but also the shocking lowering of the threshold at which they’re paid, which will bring so many more employees into scope and significantly increase employment costs.

The threat of a business rates cliff edge come the Spring was lessened somewhat by news that business rates relief will be extended beyond next April, but at 40% rather than the current 75%. Better than no relief at all, but it’ll mean higher-than-expected costs for hoteliers to cope with, plus a potentially damaging rates bill for small and mediumsized operators in April.

A further setback came with confirmation that the National Living Wage will rise well above expectations, adding £1.9 billion to our industry’s already massive wage bill.

Combined with the cost of the Employment Rights Bill and the already mentioned increase in NIC, and the sector faces an increased annual tax bill of £3.5 billion.

Especially upsetting for family-owned hotel businesses was the Chancellor’s announcement that inheritance tax relief on business property will be limited, restricting families’ ability to pass privately held companies down the generations. Like farmers, families who run hotels aren’t happy.

So, as the Government tries to balance the books, jobs, future investment and business viability are all threatened, while customers are hit with increased prices – and our industry appears to be regarded as simply collateral damage.

Were there any positives in Rachel Reeves’ Budget? Well,

yes, but it’s one for the long-term, and again concerns business rates: the Chancellor intends to implement UKHospitality recommendation for a permanently lower level of business rates for the hospitality industry, a move that will level the playing field for bricks and mortar operators like hotels.

Aside from that, it was an otherwise uninspiring and frankly worrying Budget for hospitality, and one that means UKHospitality will intensify its efforts to press the Government on introducing the sort of policies and legislation that encourages hotels and the wider sector to fully realise its potential as the catalyst for the UK’s wider economic recovery and subsequent growth.

Kate Nicholls Chief Executive UKHospitality

A UNIQUE APPROACH

With package offerings helping hotels across the world appeal to a broader audience, we share details as Down Hall Hotel unveils a new wellness retreat for corporates.

Agetaway that focuses solely on rest and relaxation, Down Hall invited guests to escape the stresses and pressures of life’s daily grind, to leave the city and their laptops behind and head to the secluded countryside retreat at award-winning luxury Essex property, Down Hall Hotel, Spa & Estate.

Firmly establishing itself as one of the leading wellness destinations in the East of England – Down Hall proudly presents an incredible programme of mindfulness activities, including guided meditation, sound bathing, yoga and breathwork, each designed to support the wellbeing and mental health of individuals.

The brand new two-day ‘Overnight Wellness Retreat’ package is designed for large corporate groups (up to 100 delegates, minimum eight) seeking alternative company away days and a place to reenergise and re-engage with their team in blissful surroundings. Set against 110-acres of stunning greenery and woodlands, the hotel makes an idyllic setting to switch off from work and engage in immersive workshops to relax the body and detach from the busy office environment.

The retreat begins with an insightful presentation on wellness in the workplace, led by Down Hall’s Wellness and Holistic expert Camilla Sheeley of Glowments Wellness Consultancy. Following this, participants will embark on a breathwork and meditation session to reset the body and mind and alleviate stress before a guided and relaxing sound bath to relieve tension.

Food is no afterthought with a fully catered lunch, which can be tailored in advance, and a private three-course dinner curated by Executive Chef Robert Pearce. Dinner can also be upgraded to Down Hall’s bespoke street food concept or outdoor BBQ during the warmer months.

After a restful night’s sleep in one of the luxurious bedrooms, guests can watch the sunrise on the hotel’s striking lawn with an outdoor yoga and meditation class followed by a plentiful breakfast buffet in the hotel’s Potting Shed and a guided woodland walk, before

departing feeling refreshed and rejuvenated.

For those needing to balance wellness with productivity, the retreat offers delegates all day access to one of its 10 beautifully designed and spacious meeting rooms, complete with unlimited tea and coffee, three servings of snacks and AV technology for meetings or exercises throughout the day, which guests can enjoy around a curated itinerary of wellness-focussed workshops.

Whether planning a company conference, celebration or team-building event, Down Hall’s dedicated events team is on hand to meticulously craft every detail, ensuring a successful, seamless and memorable experience for all.

The ‘Overnight Wellness Retreat’ package is available throughout the week and offers the venue a fantastic competitive edge in being able to offer something out of the ordinary.

www.downhall.co.uk

KELLANOVA’S VISION

In this insightful interview with the Kellanova team, we learn about the brand’s unique business strategy and how the team plan on paving the way in the hotel snack space.

Can you introduce Kellanova to our readers and explain the company’s core mission and values?

Kellanova, formed in 2023, builds on over 100 years of history as a global leader in snacks and cereals. Its mission is to be the world’s best-performing snack powerhouse. Through initiatives like the Wellbeing Manifesto and partnerships with food charities, Kellanova is committed to improving its products and making a positive impact. With a focus on innovation and responsible sourcing, Kellanova aims to deliver exceptional snacking solutions for today’s consumers and the Away From Home market.

How has the transition from Kellogg’s to Kellanova impacted the business strategy and brand positioning?

The transition from Kellogg’s to Kellanova reflects a strategic move to enhance the company’s focus on the UK market, positioning it as a leader in the snacking sector. While the name change is not consumer-facing and does not impact customers or operators directly, it allows the company to concentrate on its goal of becoming the biggest snacking powerhouse in the UK. This shift also represents a clearer separation from U.S. operations, aligning the business more closely with its growth ambitions. Steve Cahillane, now chairman and CEO of Kellanova, said: “Upon spin completion, we believe both businesses will be better positioned to focus on their distinct strategic priorities, execute with increased agility and operational flexibility, realise improved outlooks for profitable growth, and shape distinctive corporate cultures, each rooted in Kellogg Company’s strong values”.

Cheez-It is a well-loved snack brand. How would you describe its unique identity, and how does it align with Kellanova’s overall portfolio?

Cheez-It are cheesy, thin, and crispy baked snacks made with 100% real cheese-baked inside the dough and in the

seasoning on top. Our unique baking method bakes them extra thin and crispy with their distinct curvy and crispy edges to deliver the right balance of crispy texture and authentic cheesy taste in every bite.

Cheez-It is a distinctive offering in Kellanova’s portfolio. Its differing demographic to Pringles creates an excellent dual-listing opportunity, allowing operators to cater to diverse snacking preferences. While Pringles dominates in stackable crisps, Cheez-It offers a unique, bite-sized, savoury snack experience. This versatility aligns with Kellanova’s strategy to offer a broad range of snacking options, positioning both brands effectively for impulse buys and casual snacking.

What role do you see Cheez-It playing in the hospitality sector, especially with hotels and resorts?

Cheez-It is perfectly suited for the hospitality sector, particularly in hotel bars and casual dining settings. Its bold flavour, square shape, and real cheese ingredients

make it an ideal pairing with drinks. Cheez-It presents an opportunity for hotels to tap into lunchtime snacking and bar occasions, providing a satisfying, savoury snack option

Have you developed specific products or packaging aimed at hotel minibar offerings, welcome kits, or guest lounges?

Pringles’ stackable packaging takes up 41% less space than standard crisps packaging, making it perfect for hotel minibars and guest lounges. Hotels can also access free Point-of-Sale (POS) materials through the Kellogg’s Vantage website, enhancing snack visibility is important because 82% of UK snack purchases are made on impulse1. Hotels should capitalise on the notion that consumers typically choose household favourite brands they recognise; especially as rising consumer confidence drives increased travel and accommodation2. In this sense, it’s key to spotlight trusted and nostalgic brands like Pringles, while snacks like Cheez-It offer new flavours and indulgent textures, appealing to guests seeking both nostalgia and exciting new tastes.

With the trend toward health-conscious and gourmet experiences, how does Kellanova as a brand balance indulgence with consumer demand for healthier options?

Kellanova offers a diverse range of snacks and cereals that cater to both preferences and has made significant strides in creating options that align with HFSS legislations. For consumers seeking a better-for-you snack, Kellanova offers nutritious snack bars alongside its indulgent favourites such as Rice Krispies Squares bars and Crunchy Nut cereals. While for health-conscious guests, Nutri-Grain3 bars, available in flavours like Strawberry and Apple, are fortified with essential vitamins B and iron—perfect for a

quick, wholesome breakfast. Similarly, Special K offers a lighter, fibre-rich cereal that aligns with wellness-focused diets. Both options are ideal for breakfast stations or grab-and-go settings, providing convenient, balanced choices for busy mornings.

What message would you like to share with hoteliers interested in adding Kellanova to their offerings?

Kellanova’s portfolio provides hotels with a diverse selection of premium snacks and cereals, from Pringles’ stackable cans to Cheez-It’s bold bites, as well as nutritious snack bars and cereals. Ideal for minibars, lounges, and dining areas, our trusted brands bring a balance of indulgence and health-conscious options that resonate with guests. With Kellanova’s commitment to quality and consumer-focused innovation, partnering with us enhances your hotel’s snack and breakfast offerings, meeting today’s demand for variety and convenience.

1. Lumina Intelligence Convenience Tracking Programme; 52WE 20/08/2023. TM, ®, © 2024 Kellanova.

2. Deloitte UK Travel, 2024

3. Nutri-Grain is a source of vitamins B1, B2, B3, B6, B9 & B12 and Iron. Vitamin B1 contributes to normal energy-yielding metabolism. Enjoy as part of a healthy and balanced diet and lifestyle.

CLAIM IT

Firms in the hotel and hospitality sectors could be owed millions as Mastercard and VISA face lawsuits over imposing illegal multilateral interchange fees.

Mastercard and VISA are facing a claim worth over £4 billion being brought by a Class Representative on behalf of businesses across the UK - including hundreds of hotel and hospitality businesses.

The Competition Appeal Tribunal recently gave the goahead for the collective action that could see businesses

compensated for the unlawful multilateral interchange fees (“MIFs”) set by Mastercard and VISA that applied to transactions involving commercial cards in the UK.

The claim alleges that businesses that received payments by commercial cards paid fees much higher than they should have been, causing them significant losses.

The Competition Appeal Tribunal (the “Tribunal”) ordered that the claims, brought by the Class Representatives,

Commercial and Interregional Card Claims I & II Limited, be certified, enabling the Class Representatives to seek compensation for businesses across the UK for the unlawful fees they paid.

A deadline for involvement in these claims has been set by the Tribunal and businesses are encouraged to register their interest now on the claim website to stay updated on developments in the proceedings and, if successful, to claim their share of any damages awarded.

Responding to the Tribunal’s judgment, Jeremy Robinson, a partner at Harcus Parker Limited, representing the Class Representatives said:

“We welcome the opportunity to hold Mastercard and VISA to account for imposing multilateral interchange fees at an unlawfully high level and causing substantial loss to UK businesses - including many in the hotel and hospitality sectors.

Major hotel brands that accept commercial card payments are likely to have been significantly affected and could be entitled to large compensation. Similarly, we anticipate that many small to medium sized hotel and hospitality businesses will be eligible for compensation under our claim.

We are pleased that this important claim will now proceed despite Mastercard and Visa’s attempts over the last two years to deny thousands of UK businesses a straightforward and effective route to justice through the Competition Appeal Tribunal.

Although in relation to different types of MIFs, both the UK Supreme Court and the Court of Justice of the EU have condemned similar practices engaged in by Mastercard and Visa. Holding global corporate giants to account through class action litigation is the best way to ensure the likes of

Mastercard and Visa do not go on imposing unfair charges on businesses.”

Stephen Allen, the director of the Class Representatives added:

“We are fighting to ensure businesses and organisations across the UK economy are properly compensated by Mastercard and Visa for their unlawful multilateral interchange fees.

MIFs operate like a tax on business, increasing the fees businesses have to pay to their banks for accepting commercial card transactions. These claims seek to recover the losses businesses have suffered as a result of Visa and Mastercard’s practices and highlight the need for such practices to be abolished.

UK businesses in the hotel and hospitality sectors have been particularly hurt by Mastercard’s and Visa’s multilateral interchange fees and we are delighted that this claim has been endorsed by leading trade bodies including UK Hospitality.”

MIFs are paid by businesses through fees paid to their banks (known as acquiring banks) upon the acceptance of a commercial card transaction. The losses suffered by businesses throughout the UK are significant, estimated to be at least $4 billion.

If you know your business receives payment by commercial cards, or you would like to confirm whether your business does, then visit the claims website today, register, and find out.

For more information about the opt-in and opt-out collective claims, visit commercialcardclaim.co.uk.

harcusparker.co.uk

BUILT ON HISTORY

Nestled in the heart of London’s artistic and cultural hub, The Courthouse Hotel Shoreditch features this December as our Hotel of the Month. Housed in a Grade II Baroque building that once served as the Old Street Magistrates Court and Police Station, the hotel invites visitors to experience its fascinating past while indulging in modern comfort.

The Courthouse Hotel Shoreditch is located within the midst of London’s artistic and creative epicentre; perfect for guests who are driven by an image of being part of everything culturally cool. The team work to deliver each guest with a personalised and tailored experience encompassing the rich historical significance of the building, whilst celebrating and supporting the eclectic talent that thrives within the area.

The hotel is set within a Grade II listed Baroque building, which was once the Old Street Magistrates Court and Police Station, and held some high-profile cases, such as the London mobsters, the Kray Twins, who stood trial for “demanding money through menaces” back in 1965. Making the most of this rich history, visitors will find murals of the twins adorning two of the original five police cells located within the aptly named Jailhouse Bar, where guests can sip a cocktail after requesting to be ‘locked in’ for the night. As well as holding and sentencing notorious criminals, the police station also held Eric Arthur Blair, author of “1984” and Animal Farm, better known as George Orwell.

The hotel features 86 guest rooms and 42 suites. Space and individual character are the hallmarks of each of the 5-star guestrooms, individually designed with stylish furnishing to provide exceptional standards of comfort. Boasting a contemporary design, whether staying in the six-storey new building or the Magistrates Old Building, the suites and rooms on offer are one of a kind.

The Courthouse Hotel Shoreditch welcomes guests both resident and external to experience the freshest of British produce, whether joining for breakfast, lunch or dinner within the Judge & Jury restaurant. Once again, the restaurant encompasses the original features of the former Courtroom within the Old Street Magistrates Court, creating an ambiance of intrigue and architectural significance.

Alternatively, the Jailhouse Bar is the thoughtfully refurbished Police Station housing the aforementioned police cells, creating an atmospheric setting (eclectic pictures depicting the Mona Lisa or Darth Vader behind bars evaluating your food and drink choices), where quintessentially British Afternoon Tea, Light Bites or expertly innovative cocktails can be enjoyed. The theme of delivering exquisite drinks and vibrant food within a unique setting is continued for those guests visiting the newly refurbished Upper 5th Rooftop Bar nestled above the historic Magistrates building. The spot offers unparalleled, breath-taking views of London’s most iconic landmarks - whether sipping on a refreshingly designed cocktail in the glorious summer sun or finishing an evening with a traditionally crafted Gin and Tonic whilst watching the sun gracefully set behind London’s shimmering skyline; the experience is unforgettable.

The Courthouse Hotel Shoreditch is not only about delivering new experiences within such a historic building, it also offers unique leisure facilities to get visitors’ hearts racing, as, housed within the hotel, there is a 180seat cinema (available for hire or to attend our Sunday afternoon Cocktail and Movie showings), indoor swimming pool, spa, and a two-lane ten-pin bowling alley and games room perfect for private hire and events. Additionally, the Courthouse Shoreditch houses 436 square meters of premium meeting space, which can accommodate any size event from intimate boardroom meetings to large, upscale events, or dining within the ballroom with private entrance available.

In the heart of London’s creative hub, The Courthouse Hotel Shoreditch masterfully blends rich history with contemporary luxury. From sipping cocktails in former police cells to enjoying unmatched rooftop views, every experience is thoughtfully curated to celebrate the building’s heritage and the vibrant culture of the area.

In the Hot Seat

VELLA RAMASAWMY

Taking to Hotel Magazine’s Hot Seat for his first ever UK interview, we speak to the visionary leader behind The Biltmore Mayfair, Vella Ramasawmy.

Vella Ramasawmy, Managing Director at The Biltmore Mayfair, brings a wealth of international experience and a clear vision to one of London’s premier luxury hotels. Having spent more than four decades in the hospitality industry, Vella’s journey is one defined by ambition, cultural immersion, and a passion for preserving heritage while embracing modernity.

Vella’s career in hospitality spans across 19-20 countries, from Mauritius, where he was born, to the streets of Melbourne, which he calls home. His global experience has been a rich tapestry of learning and leadership across continents, each location contributing to the seasoned hotelier he is today.

“I have had a very ambitious and international career so far. I was born on the small island of Mauritius, and from there I went to Australia, which is where I call home,” Vella reflected. “From Australia, I came to England to pursue my education in Surrey, and then I went to Germany, where I learned a lot about discipline.”

For Vella, each country he worked in has offered something unique. His 30-year tenure at Hyatt, for example, took him on challenging assignments around the world—from the opulence of Japan and India to the dynamic landscapes of South Africa and Bali. “The most beautiful places I’ve been, where I was able to really understand true luxury, was Japan and India. India was a very important location to learn about values, and, of course, there are some beautiful hotels in India,” he said.

Among his various roles, one particularly significant challenge was his assignment in Greece during the capital control crisis. “Being thrown into a location which had no money, I helped navigate the survival. That was a big

learning curve for me.” After Greece, his career took him to Macau, where he ran one of the top casinos in the world until the pandemic hit. Reflecting on the experience, Vella noted that Macau’s strict restrictions during COVID made it one of the safest places to work during the global crisis.

After his time in Macau, Vella returned to Melbourne for a brief break. However, within two weeks, he felt ready to dive back into the hospitality world of work. He received a call from Mr. Kwek Leng Beng, the Chairman of Millennium Hotels and Resorts, and he flew to London to lead The Biltmore Mayfair.” “This is a very important property because of its location here in Mayfair. Queen Elizabeth was born only a street away, making Mayfair one of the most important addresses in London. This history will never disappear.” he explained. “We wanted the property here, The Biltmore, to become one of the wonders of UK hospitality, with names like The Berkeley, Claridge’s, The Savoy, and The Dorchester.”

One of the key transformations Vella has overseen at The Biltmore is its shift from being a part of the larger Hilton brand to establishing itself as a distinct luxury destination. He recognised that the building’s rich 340-year-old heritage deserved to stand out on its own.

“We wanted to give The Biltmore the credit it deserves, as sometimes, as part of a large group, you can get lost,” he said. “That’s why the building outside will never change, but inside we wanted to give the journey of modern living without changing too much. Aesthetically, it’s very opulent, classy, and luxurious—it gives the feel that you are part of this area, the high-end luxe feel of Mayfair.”

This balance between heritage and modernity is central to Vella’s vision for the hotel. Under his leadership, The Biltmore has been positioned alongside London’s iconic

luxury hotels, becoming synonymous with both opulence and the unique cultural charm of Mayfair.

Vella’s leadership style has been heavily influenced by his time in culturally diverse countries, particularly India, Cambodia, and Thailand. “Each country has a very specific sense of values,” he shared. “In the Western world, we have everything; but when you have nothing, you have to make it work. After 44 years in hospitality, I need to pass on my findings and experiences to the younger generation.”

One of the most formative experiences of his career was his involvement in the reconstruction of Khao Lak in Thailand after the devastating tsunami. “I took a year to help rebuild Khao Lak because I wanted to spend time educating people and build a new property. I worked with people who had different types of backgrounds— and chose to give them an opportunity, because otherwise, they wouldn’t have had the chance. I always try to lead by example and care for people.”

For Vella, the key to successful leadership in hospitality is simple: “In this business, it’s important to be a decent human being because it is a front-facing industry with customers at its heart.”

Though The Biltmore’s grandeur and history are key draws, Vella attributes much of its success to its team. “People may think it’s a façade, but in this hotel, we have about 38 nationalities—it’s a very multicultural unit of people. Inside the opulent, classy furniture, it’s the politeness, the care, the human factor, and the service that are essential,” he said. “Simple, attentive—that’s what The Biltmore is about.”

Under his leadership, an impressive 89% of the team has remained with the hotel, a testament to the sense of community Vella has fostered. “I like to see the hotel as a home for the staff to come and earn a living, but the element of ‘homeliness’ is important.”

Vella recognises the importance of adapting to evolving

trends in luxury hospitality, such as wellness, sustainability, and technology, but insists that the core of hospitality remains unchanged.

“Hospitality is an evolution. Today, you prefer a simple burger, tomorrow you want to dine in a fine dining restaurant, but the base is still there—it’s about how you serve it on the plate.” he explained. “Trends in hospitality can sometimes be seen as fashionable, and it’s important to keep up with them, but also to not forget the essential basics of luxury. Evolution will continue to happen, but the basic foundations of luxury hospitality will always stay the same.”

As the luxury hospitality sector in London continues to evolve, Vella believes The Biltmore will remain at the forefront, providing a quintessentially luxurious experience while staying true to its roots. “Luxury is difficult to define,” he reflected. “Luxury as a word means different things to different people. As long as it’s a clean place, your products are good, and it’s well-kept—staying true to your brand identity is essential.”

For those aspiring to lead in the luxury hotel sector, particularly in a city like London, Vella offered sage advice. “I think clarity is essential for success, along with the willingness to adapt and be prepared to embrace modernisation whilst staying true to your roots. Capitalise on traditions and ensure they live on through your work as a hotelier.”

With a career that spans continents and cultures, Vella Ramasawmy brings a rare blend of global experience, historical reverence, and forward-thinking leadership to The Biltmore Mayfair. Under his guidance, the hotel is not just a place of luxury but a home where history, modernity, and human connection coexist. As Vella continues to steer The Biltmore into the future, it is clear that his vision is one rooted in tradition, yet unafraid of evolution.

@thebiltmoremayfair

THE AI-DRIVEN REVOLUTION

Key trends in navigating tech and AI in revenue management.

AI has taken the world by storm and now the hospitality industry is on the cusp of its own AI-driven revolution.

Historically, the industry has relied on traditional methods for guest service and operational management. However, a significant technological transformation is underway driven by advancements in technology and AI, which is fundamentally redefining how hotels generate revenue and envisage the future of travel.

Hotels have made substantial technology investments, prompting industry professionals to develop new skills and workflows. Reduced human capital has necessitated more efficient methods for managing complex data and driving revenue.

Given these challenges, are hotels equipped to turn data into revenue? Lighthouse commissioned a survey of nearly 1,300 hospitality professionals globally to find out.

Time is Tight

Lighthouse found that 79% of revenue managers are spending less than 3 hours a day on analysing data on any given day.

While this sounds like a good thing, the reality is more complex. When nearly half of revenue professionals say they don’t have enough time to analyse data thoroughly and a quarter report lack of access to actionable data

and the tools to extract it, it highlights a clear gap in technology solutions that address revenue management needs.

Revenue managers need more time to think strategically, to jump into the data and quickly extract the right insights crucial for making commercial decisions. Instead, they are spending a disproportionate amount of time on menial tasks, such as creating reports and gathering data across silos.

The evolving skill set of hospitality professionals

In the face of staffing shortages, hospitality professionals are often thrust into roles outside their expertise. Many find themselves tackling revenue management tasks without formal training. This shift underscores a need for intuitive solutions that make complex insights easily accessible, regardless of their background. Here, technology bridges a gap, enabling seasoned revenue managers and those new to the field to focus on strategic decisions rather than admin.

From data deluge to strategic insights: Empowering revenue teams

Too much time is spent on routine tasks, leaving little room for the strategic analysis crucial for revenue growth. Revenue managers are aware of the need to bolster

data analytics capabilities, yet they continue to face the challenges of inadequate tools and misaligned strategies. Bridging this gap requires a re-evaluation of technology investments to ensure the specific needs of revenue management teams are satisfied.

• Respondents from the US and Canada have the highest weighted average (3.9), indicating they feel most aligned with the technology investments being made.

• Despite US/Canada respondents feeling the most aligned, they have the lowest percentage of “5” (strongly agree) responses, which means they are generally satisfied but not overwhelmingly so.

• Respondents from Africa have the lowest weighted average (3.4), suggesting they feel the least alignment with the technology investments being made.

With an average rating of 3.4 out of 5, revenue managers show a tepid response to their alignment with technology investments. This desire for more tools and resources is strong among those managing larger portfolios. Managers with more than 20 properties rated the need for investment in data analysis tools at 4 out of 5, indicating a strong agreement.

AI in hospitality: Threat or opportunity?

Amid these challenges, the emergence of artificial intelligence (AI) presents both opportunities and threats, with the power to enhance or disrupt current revenue management practices.

How does the industry perceive AI’s impact? AI is transforming revenue management by providing tools for large-scale data analysis, market trend prediction, and guest experience personalisation. While these advancements promise increased efficiency, they also challenge traditional processes.

Understanding the industry’s perception and adoption of these innovations is critical to determine whether AI becomes a catalyst for growth or a disruptive force. The way businesses navigate this technological shift will shape the future of revenue management.

Across the responses, common applications for AI include data analytics (33%), pricing decisions (33%), market analysis (26%), and competitor benchmarking (20%), highlighting AI’s perceived versatility in handling complex tasks that require rapid large-scale data processing and analysis.

A majority of people surveyed (63%) said their companies use AI in some capacity for managing revenue, demonstrating that AI is, to some extent, broadly used. This usage underscores AI’s growing role as a cornerstone of modern revenue strategies.

The AI Advantage: Boosting efficiency in revenue management

As AI becomes more deeply integrated into revenue management practices, its benefits are coming into sharper focus. At the forefront is AI’s ability to enhance operational efficiency and boost overall productivity.

Respondents noted efficiencies including time saving & increased productivity (83%), improved RM decisions (75%), reduced errors (29%), reduced costs (17%), personalisation (17%), improved guest experience (17%) and improved collaboration (9%).

AI’s ability to deliver precise, actionable insights efficiently is proving invaluable for hospitality professionals who are acquiring new skills while juggling multiple roles.

For professionals taking on expanded roles, AI provides expert-level insights, enabling even those without formal revenue management training to contribute meaningfully to strategic initiatives. Additionally, it provides a safety net for organisations concerned with consistency, reducing errors and enhancing overall decision quality.

www.mylighthouse.com

THE PATH TO NET ZERO

Why hotels should join the electric revolution before it’s too late, as told by Naomi Nye, Head of Sales at Drax Electric Vehicles.

As the global push towards net zero intensifies, the hospitality industry faces growing pressure to adopt sustainable practices. Installing electric vehicle (EV) infrastructure is now a focus for forward-thinking hotel owners and managers looking to remain competitive.

With the UK government claiming to reinstate the 2030 ban on petrol and diesel car sales, time’s running out. Hotels must embrace EVs to stay ahead, meet evolving guest expectations, and become part of the global shift to electric.

Don’t get left behind - Is your hotel EV-friendly yet?

More guests than ever are choosing sustainable travel options, and many are now actively searching for hotels that offer EV charging. A report by ZapMap recently found that over 40% of EV owners plan their journeys around charging points, making EV infrastructure a key driver of guest loyalty.

However, Drax’s 2024 research found that only 6% of city hotels offer customers access to EV chargers, even though we now see a record number of zero-emission vehicles on the roads.

Hotels must adapt to these changes soon. Guests who drive EVs value convenience and sustainability, so hotels offering destination charging will naturally attract the growing market. EV adoption isn’t just about guest expectations; it’s about future-proofing your business. Without EV chargers, you risk losing out to more forwardthinking competitors.

EV infrastructure investment is a clear win for hospitality businesses aiming to boost revenue, enhance guest experience, and reduce environmental impact. By installing EV chargers now, hotels can:

• Attract eco-conscious guests and turn them into loyal repeat customers.

• Get ahead of regulations and ensure your hotel is ready for the future of travel.

• Elevate your sustainability credentials.

Who’s

leading the charge in the

hotel industry?

Premier Inn previously shared that ‘range anxiety’ had been a real concern for their guests and decided to tackle that with high-speed charging points at their hotels. They’re now a UK frontrunner, rolling out EV charging stations at over 100 locations and planning to expand to 300 hotels. Similarly, Hilton Hotels has accepted the shift to EVs globally. Over 1,800 of their hotels now offer EV charging stations, and they plan to supercharge 2,000 more hotels in the coming years. In 2023, Hilton claimed that Google searches for EV charging at their locations had significantly risen. These search terms were ranked as second-best for converting bookings.

Start your electric journey today with Drax Electric Vehicles

As a trusted provider, we work closely with businesses to deliver tailored destination charging services that meet guest expectations and sustainability targets. We can help hotels quickly deploy charging stations, ensuring they remain competitive and contribute to the UK’s net-zero ambitions.

To see how we can help your hotel stay ahead of the curve, visit https://energy.drax.com/electric-vehicles/ destination-charging/

2024 ROUND UP

A LOOK BACK

Spending time to reflect on what a fantastic year 2024 has been, for not only us but the hotel sector in general, we share a round-up of some highlights in an exciting A-Z.

A– AI in Hotels

As part of the wider technology focus in our March issue, we looked at Artificial Intelligence (AI) in hotel operations and how it can help to promote customer loyalty. AI has become an integral part of various industries, revolutionising

the way businesses operate, and the hospitality sector is no exception. In recent years, AI has found its way into hotel operations, enhancing efficiency, improving guest experiences, and streamlining various processes and our feature in March detailed how.

B– Bar Magazine Awards

2024 saw the first ever Bar Magazine Awards!

After the triumph of the inaugural Bar Magazine Awards in January, the BMAs will return next year, on 20th January at the Leonardo Royal

Hotel London Tower Bridge, bigger and better than ever, with further celebration of the wonderful industry: new and exciting award categories, a refreshed expert judging panel, a line-up of incredible sponsors and charity partners, and much more!

C– CUT at 45 Park Lane

The March issue showcased an unmissable Restaurant Profile on 45 Park Lane’s CUT.

Housed in the luxury London hotel that is part of the Dorchester Collection, CUT provides a deliciously modern take on the classic American steak

D– Design

In our design-led March issue, we spoke about the importance of not underestimating the power of design where we investigated the role of the hotel lobby as a multifunctional space and how its design can impact the overall guest experience. In order to create a memorable first impression, the lobby should convey a welcoming atmosphere, that influences guests’ overall perception of the hotel and this can be done in a plethora of different ways. As part of the feature, Chris Smith, General Manager of the Vineyard explained that at his hotel the lobby is designed to immerse guests into the wine-themed experience from the moment they arrive: “Upon entering through the front lobby, guests will experience our wine vault, featuring glass floors adorned with Californian terroir, creating a unique and welcoming ambience. The birds-eye-view into the wine cellar below serves as an immediate introduction to the rich wine culture that is embedded throughout the hotel.”

restaurant, created by Wolfgang Puck. Centre to the Restaurant Profile feature was an intimate conversation with Executive Chef at CUT, Elliott Grover, where we learned how the venue is redefining the hospitality experience through its remarkable approach and the widest and finest selection of beef available in London.

E– EcoPure

As sponsors of the sustainability edit in the September issue, EcoPure provided an Essential 5 article. In the competitive world of hospitality, where every detail counts in crafting memorable experiences, the quality of your water speaks volumes. It’s not just about quenching thirst; it’s about reflecting your commitment to excellence and sustainability. For the Essential 5 piece, EcoPure outlines five ways their products can help your hotel reflect your commitment to excellence and sustainability.

F– Farm to Table

June’s issue shared a food feature that nosedived into the rise of farm-to-table dining experiences in hotel restaurants and how this can accelerate an offering. The feature explained how in recent years, a culinary revolution has been quietly brewing within the walls of some of the world’s most renowned hotels. Traditional hotel restaurants, once synonymous with predictable menus, is undergoing a remarkable transformation. Enter the era of farm-to-table dining experiences, where hospitality is being harvested to redefine luxury by embracing local, seasonal, and sustainable ingredients sourced directly from nearby farms and producers. Looking to the factors that have contributed to the increasing popularity of farm-to-table dining experiences in hotel restaurants, Xavier Soundrom, Resident Manager of La Sultana Marrakech, thinks that it is down to, “Better quality and taste, focus on health and sustainable choices.”

G– Giftcards

In March we highlighted how there was suddenly a heightened demand for gift cards, which led us to look at how hotels can successfully implement them in order to boost footfall. The hotel industry is embracing a transformative approach to revenue generation, pivoting towards the lucrative and rapidly growing market of gift cards and personalised experiences. This shift is fuelled by changing consumer preferences, especially among younger demographics who value unique experiences over material possessions. In the piece, Frank Trampert, Senior Vice President and Global Managing Director of Community Sales for Sabre Hospitality Solutions, said, “The rising preference for gift cards, particularly in the corporate sector, signifies a shift in gifting culture towards more meaningful, experience-based choices driven by the preferences of both employees and clients. The nature of these gifts, accentuated by the post-pandemic emphasis on experiences over physical presents, offers a convenient, yet thoughtful, gifting option.”

H– Hotel Magazine Awards

This year we announced our awards ceremony! The highly anticipated Hotel Magazine Awards are coming to London in 2025, promising to celebrate excellence in the hospitality industry. This prestigious event will highlight the most outstanding hotels, innovative designs, and exemplary service across various categories. Here, we

share an in-depth look at the event, including the location, what’s includes and what to expect on the big night. As the global hotel industry continues to thrive and evolve, the spotlight turns to the upcoming Hotel Magazine Awards. This prestigious event, set to take place on April 28th, 2025, promises to be an evening of celebration, recognition, and inspiration for hospitality professionals from around the world.

I– In the Hot Seat

This December issue saw the launch of a brand new feature – In the Hot Seat. This will be a regular piece where we are joined by a renowned figure from the industry for an intimate conversation on quite literally… whatever they fancy. We will be covering it all from leadership tips and technology to pivotal moments and learning from mistakes. Kicking off the brand new regular feature, we spoke with Vella Ramasawmy, Managing Director at The Biltmore Mayfair, for his first ever UK feature. Head to page 58 to read the insightful piece.

J– Judges

At the heart of the esteemed awards ceremony that is the HMA’s are the judges – a panel of 9 distinguished experts whose extensive experience ensure the integrity and prestige of the awards. The star-studded line up of judges are made up of: Abu BunduKamara - Senior Director, Global Inclusion and Diversity at Expedia, Robert Richardson - Chief Executive Officer of the Institute of Hospitality (IoH), Kalindi Juneja – CEO, PoB Hotels, Matteo Brusaferri – General Manager, Lemi, Mark Lewis – CEO, Hospitality Action, Emily Keogh – Founder, Palm PR, Salvatore Calabrese – Renowned Bartender, Paul Tsalikis - Founder and CEO, VANITY GROUP and Anna Sebastian – Founder, Anna Sebastian Hospitality Consultancy. With each figure offering a different approach to their judging technique, we look forward to revealing the finalists.

K– Kotor Bay

This September, we journeyed to the Hyatt Regency Kotor Bay - a stunning hotel nestled along the stunning Adriatic coastline. Showcasing all the resort has to offer, we shared a Venue Profile piece where we sat down for an

exclusive interview with Resort Manager, Larisa Jovanovic, who shed light on the unique offerings that set Hyatt Regency Kotor Bay apart and discussed the unwavering commitment to excellence that defines the resort’s ethos. Head to the September issue to read the full article.

L– Le Grand Mazarin

Last year saw the launch of Le Grand Mazarin, offering a tribute to French Classicism, we shared the venue as our Hotel of the Month in February. A member of Maisons Pariente, the family-run hotel group, the venue is the newest in the collection, and in the article Kimberley Cohen, Co-Founder and Artistic Director of Maisons Pariente, spoke about the navigation of the brand’s expansion, and how the property aimed to stand out. Kimberley revealed that when it came to the furnishings for Le Grand Mazarin, because the family are Parisian, “it was harder for me and my sister to imagine the interior whilst creating a story.” With this in mind, they, therefore decided create a timeless Paris, reminiscent of the early 20th century.

M– Marketing

We all know the sheer importance of marketing within the hotel sector. In a lengthy feature within the October issue this year, we delved into the role of email marketing in driving direct bookings at hotels. Email marketing plays a pivotal role in the hospitality industry, particularly when it comes to driving direct bookings at hotels. In an increasingly competitive market, where third-party booking platforms dominate, hotels are turning to email campaigns as a strategic tool to engage with potential guests, build brand loyalty, and bypass costly intermediaries. In the piece, Mark Durber, Marketing Manager, Clockwork Marketing, described a hotel’s guest database as a “goldmine” for marketing as these are people who have experienced the property’s hospitality, or they’re interested in receiving information from a newsletter.

N– NADClinic

In an article on redefining wellness, we revealed how NADclinic is empowering spas to become longevity hubs. The piece in the October issue shared how the global wellness industry is expected to surpass $1.2 trillion by 2027, luxury hotels and spas are seizing the opportunity to offer guests more than just relaxation. From high-powered executives to wellness aficionados, today’s travellers are increasingly seeking immersive, health-boosting experiences that blend cutting-edge science with holistic wellbeing. In this evolving landscape, IV therapies, non-invasive rejuvenation treatments, and advanced health diagnostics are reshaping how wellness is integrated into luxury hospitality. Among the forefront of this transformation is NADclinic, a leader in NAD+ therapy with a presence in over 30 countries. The clinic leverages a 50-year-old NAD+ formulation, originally registered in 1974, to offer best-in-class IV infusions, advanced diagnostics, and tailored supplements. We revealed how by empowering hotels and spas to embrace these scientifically backed wellness solutions, NADclinic is helping transform properties into premier longevity destinations, catering to clients who want to thrive across the six pillars of health.

O– Ones to Watch

In the January issue we shared another instalment of our much-loved ‘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

P– Provence

Provence is where our Editor, Jade, was lucky enough to visit earlier this year. Fortunate to b able to stay at another Maisons Pariente property, Crillon Lee Brave, we shared and ‘Inside the Restaurant’ feature, which allowed us to offer a 360 of La Table du Ventoux. Nestled in the heart of Provence, La Table du Ventoux at Crillon le Brave invites its guests on an unforgettable gastronomic journey. The esteemed restaurant is located within the luxurious confines of the Crillon le Brave hotel, and is a haven for food enthusiasts seeking an unparalleled dining experience. The article proudly shared an interview with Chef Thomas Lesage, where we explored the enchanting world of La Table du Ventoux, where culinary innovation meets timeless tradition.

set to be big over the upcoming twelve months, looking at how they planned to make a splash, offering inspiration for our readers. We look forward to sharing another instalment of Ones to Watch in our upcoming January issue… keep your eyes peeled!

Q– Quality

Q is for quality. More specifically, sleep quality. In the October issue, the experts at Silentnight Contract, shared an Essential 5 piece outlining five ways the perfect bed can promote wellness of your guests. The first point was – optimal sleep quality! The team explained, “A great mattress with the right firmness and support promotes proper spinal alignment and will ultimately reduce night time disturbances for sleepers whilst good bedding materials help regulate temperature, wicking away moisture and maintaining a comfortable sleeping environment. Advanced mattress technologies, such as zoned pocket springs help to minimise motion transfer, ensuring undisturbed sleep for couples.”

R– Riding the Wave

Riding the Wave is the title of a guest column we shared in our November issue. Lucy Trott, Senior Associate, Stevens & Bolton, shared details on how hotels can keep their head above water in the face of economic uncertainty. Lucy revealed, “The depiction of financial distress is supported by monthly figures which make plain that the financial legacy of the Covid-19 pandemic is an increasing number of insolvencies. It is a trend which does not show any sign of abating.

“For balance, it is worth remembering both that the prepandemic period saw insolvencies at historically low-levels and that we aren’t yet anywhere near the insolvency rate seen during the 2008-09 recession. Behind the headline figures, there are unprecedented levels of director-led insolvencies, which point to a different set of drivers as to why companies are entering insolvency processes and in turn provide some insights into best practices to avoid insolvency proceedings.” Offering peace of mind for turbulent times, the piece in our November edition is certainly worth a read.

S– St Lucia

This December issue showcased the trip of a lifetime which our Editor was privileged enough to embark on with Grifco PR. Jade travelled to St. Lucia to visit Anse Chastanet and Jade Mountain to explore all the resort had to offer. The Editor’s Trip feature in this issue delves deep into everything she got to experience, from the exquisite farm-to-table culinary offering and on-site chocolate making to the fascinating ‘open door’ philosophy and the unmatched view of the pitons. It’s certainly one you don’t want to miss!

T– The Caledonian

This January, we shared a ‘Look Through The Years’ piece as Edinburgh’s renowned Caledonian Hotel celebrated its 120th anniversary in December of last year. The piece included an insightful look at the venue’s history, learning how the hotel has changed with the times in order to stay recognised as a leader in the hospitality space. With 2023 marking the venue’s 120-year anniversary, we asked the team how hospitality ha changed over the years and what The Caledonian has done to ensure it has always been a popular choice with consumers. The team explained, “Above all, our team remains true to the heritage of the Caledonian, proudly sharing stories of its past and ensuring that its history continues to live on. Our team have become expert storytellers within our iconic property, and ensure that all visitors to the hotel become inspired by the timeless elegance and historical touches around every corner.”

U– UBA

UBA Restaurant, housed at Hart Shoreditch is redefining fine dining with its unique blend of contemporary flavours and traditional techniques. Earlier this year Hart Shoreditch introduced the arrival of UBA, a decadent new dining spot that allows visitors to embark on a gastronomic journey through the bustling streets and aromatic alleys of Asia’s most vibrant cities with a menu that offers sharing plates, served-up against a backdrop of ornate interiors and a vibrant soundtrack. It was in our September issue where we honed in on exactly what makes the restaurant stand out in the competitive culinary scene of Shoreditch. The Restaurant Profile feature looked into what inspired Chef Paul Greening’s dishes and which of those he classes as signatures. Head to our September edition to read the full piece!

W– Wellness

In the October issue, we looked into the future of wellness and how hotels are integrating AI and technology into spa experiences. As the wellness industry continues to evolve, the intersection of technology and self-care is creating new opportunities for personalised and immersive experiences. In the hotel industry, AI and cutting-edge technology are transforming traditional spa services, offering guests tailored treatments that cater to their unique needs and preferences. The feature revealed how at Hoar Cross Hall, the team have seamlessly integrated technology into the spa and overall guest experience. Matt Wesson, CTO at Hoar Cross Hall, revealed that the venue’s approach is driven by two core objectives: enhancing the guest experience and streamlining operations for the hotel’s teams. This summer, Hoar Cross Hall introduced its new luxurious outdoor spa which has since been a hit amongst gets. Prior to the spa terrace being built, we asked Matt how important the integration of technology was ahead of this process, to which Matt revealed that even before the spa terrace was built, the integration of technology at Hoar Cross Hall was a “crucial” part of the hotel’s strategy, driven by its commitment to enhancing the guest experience while maintaining the personal touch that sets them apart.

V– VANITY GROUP Seminar

The October issue saw a round up from our phenomenal seminar with VANITY GROUP. The event, hosted by Naomi Rheinberger, Vice President of Sales and Marketing at VANITY GROUP, brought together esteemed hoteliers for an intimate breakfast and showcased how sustainable amenities can enhance the guest experience in luxury hotels. Allowing guests of the seminar to then immerse themselves in one of the esteemed brands from the VANITY GROUP portfolio, scent experts from Miller Harris showcased a unique fragrance profiling workshop. To hear more about the seminar, head to our October issue to read the full article.

X– Hotel Magazine x Collaboration

This October we collaborated with Equal Measures, for an Essential 5 piece that focuses on equality, diversity and inclusion. The .Executive Director of Equal Measures UK,

Y– Yogesh Juneja

As part of our much-loved social media segment – Hotelier of the Week, we featured Yogesh earlier on in the year as an inspirational figure. Yogesh Juneja is the Hotel Manager at Four Seasons Hotel in Hampshire. With more than 20 years’ experience in the hospitality industry under his belt, Yogesh told us as part of the interview how his journey started as a line employee at reception that led him across six countries and three continents. Fuelled by the excitement of the unknown in every moment, Yogesh told us, “I bring a wealth of experience and a passion for the industry to my role as a hotelier.”

Vicky Ilankovan, shared five reasons why promoting equity, diversity and inclusion within your venue is important, and these were: staff attraction, promotion and retention, increased creativity and innovation, greater productivity, new customer bases and increased profits.

Z– Zonal

In the March issue we shared an extensive Technology feature which honed in on how hotels can get mobile technology right. Commentary from Zonal was certainly a highlight of the piece, as Stewart Moss, Managing Director at High Level Software, part of the Zonal family, revealed how he sees that hoteliers that go a step further past mobile check-in and utilise tech that enables guests to unlock their rooms securely using digital keys on their smartphones, for example, will create even more streamlined, stress-free experiences for guests. He said, “This also means guests will be less likely to misplace or lose physical key cards, and it helps keep hoteliers ahead of the competition. However, it is important that, if implemented, this technology works effectively. First impressions count, so it’s vital that this technology is delivering a frictionless journey and is fully integrated with the hotel’s PMS, to avoid guests having to repeat the same process again on arrival due to the tech not working as it should. Ensuring there are still staff on hand to assist guests with checking in will remain important in case of such issues, and this also reassures guests that they’ll still get personal service, should they need or want it.”

QUALITY HOTEL FOOD WITH FLAIR

Rebecca Calveley, Trade Marketing Manager for La Lorraine Bakery Group, shares details on the brand’s new products for 2025 and how they can fit seamlessly into your hotel.

Food and beverage services have become a central part of a guest’s overall experience within hotels, which is why it is imperative that caterers get their menu offerings spot on.

The food offering within hotels needs to guarantee freshness, consistency, quality and uniqueness, with every serve. Whether it’s a simple continental breakfast or an elaborate and luxurious buffet lunch or dinner, guests are seeking variety, flexibility and products that are packed with flavour and taste.

By offering innovative food and beverage concepts, hotels can create additional revenue streams and improve their bottom line. One way to achieve this is by including a diverse range of both sweet and savoury products as part of its daily offering.

La Lorraine Bakery Group’s (LLBG) latest innovative range offers just that. Starting with its Swedish knot products, these exquisitely hand folded double knot shaped delights are compact and elegant - offering sophistication and flair. Available in three tantalising flavours - vanilla, cardamom and cinnamon - these sweet treats are perfect for hotel buffets.

La Lorraine’s new Börek products are also ideal for lunchtime buffets within hotels. These Turkish treats are filled with the finest, premium ingredients and are truly divine. An irresistible bite of tradition, these crispy products are available in four delicious variants; Feta Cheese with Poppy Seeds, Bolognese with Black Sesame Seeds, Spinach Feta Cheese and Chicken with White Sesame Seeds.

Sandwiches and rolls are also big business in hotel catering and can offer operators endless opportunities when looking to expand menus. Panesco, one of LLBG’s finest brands, offers a delicious Shell Roll Rye product that can be served as a breakfast carrier, along with its latest Crystal Ciabatta; an Italian classic that can be served hot, cold and as an open sandwich.

Desserts can also play an important role within hotels. Panesco’s latest Brownie Tart Salted Caramel product is

the perfect example. Pre-sliced for convenience, this tart is the ideal centrepiece on any hotel buffet dessert display. Meanwhile its new exquisite patisserie collection offers flavours that can please every palate - everything from tropical allure of mango and passion fruit to the vibrant zest of raspberry and the comforting warmth of apple caramel.

Rebecca Calveley, Trade Marketing Manager for LLBG, said: “Food services can be a great asset to hotels, if done properly. To succeed, hotel catering operations must have a passion for quality and innovation when it comes to their food offerings. As one of the market leaders in frozen bakeoff products in Europe and the UK and Ireland, we believe our range of innovative products can enhance any hotel dining experience whilst offering quality, freshness and above all, flavour.”

For more information visit www.panesco.com/en-en / and www.lalorraine.com/gb-en/professional

A RESOUNDING SUCCESS

Hotel Magazine were proud to be a media partner for the Classic British Hotels annual member’s conference, a highly anticipated event that brought together industry leaders, experts, and members to explore the latest trends and innovations shaping the hospitality sector. Held at the boutique Fairlawns Hotel & Spa in Walsall on Thursday, 10th October 2024, the conference delivered a packed agenda of insightful presentations, networking opportunities, and a celebration of the industry’s achievements.

A Star-Studded Lineup

The conference featured a stellar lineup of speakers, including representatives from Guestline, STR, Sabre, Venue Directory, Clarity Travel Management, and Wedding Dates, who shared their expertise on a range of topics, from AI strategies to booking direct. Attendees gained valuable insights into the current state of the industry and learned about practical steps to enhance their businesses.

Keynote Inspiration from Purusha Gordon

Adventurer and motivational speaker Purusha Gordon kicked off the afternoon session with a captivating keynote address. Known for her “I can and I will” approach, Purusha shared her inspiring story of leading an all-female rowing team across the Pacific Ocean, breaking a world record in the process. Her message of resilience, determination, and teamwork resonated deeply with the audience.

Industry Experts Sharing Valuable Insights

Attendees learned about the latest trends in social media marketing and strategies for engaging with their audience though a panel talk hosted my Hotel Magazine Editor, Jade Evans and her panellists, Emmie Blower, Marketing Specialist and User Generated Content Creator, Ben Walker, Director at Arise and Naomi Rheinberger, Vice President Sales & Marketing at VANITY GROUP. They also discovered how AI can be used to optimise operations, improve customer experiences, and drive revenue. Additionally, attendees explored strategies to increase direct bookings and reduce reliance on thirdparty platforms. Finally, they gained insights into the

challenges facing the hospitality industry and learned how to overcome them.

Recognising Industry Excellence

The conference also celebrated outstanding achievements in the industry. The Best Social Media Campaign award went to The Fairlawns Hotel for their innovative use of reels and social channels to relaunch their spa. Geoff Lofthouse of The Imperial Hotel received the Special Recognition Award for his 42 years of dedicated service to the industry and hotel. The Jockey Club Rooms was honoured with the Loved by Guests Awards for consistently achieving the highest guest review scores across all review platforms. The Gonville Hotel was named Sustainable Hotel of the Year for its commitment to sustainability and achieving Greengage’s ECOsmart Gold accreditation. Finally, The Post Barn at Donnington Valley was recognised as Events Space of The Year for its exceptional service, versatility, and positive feedback from key agency partners and event attendees.

New for 2024: Supplier Expo

This year’s conference featured a new and exciting

addition: the Supplier Expo. This dedicated area provided attendees with the opportunity to connect with a variety of suppliers offering products and services that can help hoteliers improve their operations and enhance the guest experience.

A Day of Enrichment and Collaboration

The Classic British Hotels Annual Members Conference was more than just a gathering; it was a dynamic forum for hoteliers to connect, learn, and grow. Attendees not only gained invaluable insights from industry experts but also had ample opportunities to network with their peers in a relaxed and friendly atmosphere.

The event provided a space for members to share experiences, discuss challenges, and build lasting relationships. A delightful evening dinner offered a more casual setting for continued networking and forging new connections. The conference concluded with a sense of camaraderie and inspiration, leaving participants eager to apply the knowledge and connections gained to their own businesses. www.classicbritishhotels.com

CELEBRATING GREATNESS

Celebrating another year of innovation and accomplishmentthe hospitality industry continues to set the standard for quality and distinction.

This November, the Princess Royal Training Awards honoured 52 recipients for their investment in training their people, resulting in exceptional organisational benefits. These Awards, the ultimate symbol of excellence in learning and development (L&D), attract more and more organisations each year eager to achieve this royal accolade.

Celebrating greatness

2024’s Award-winning recipients will receive their Awards from HRH The Princess Royal, President of the City and Guilds of London Institute at a high-profile ceremony in London. They will also be invited to join a community of over 600 like-minded professionals who share a commitment to investing in L&D. Previous winners have also reported on the transformative impact of the Awards. As one Award recipient explained:

“It immediately attracted interest from overseas. It is a mark of excellence, and I think people recognise that both in the UK and internationally.”

In a recent Alumni survey*, 93% of organisations reported a boost in employee engagement and wellbeing due to investment in learning, 91% saw an increased ability to demonstrate the value of skills to their organisation’s social value and 84% expressed enhanced confidence in their organisation’s culture and training approach.

Excellence in hospitality

The hospitality sector has a strong history of participating in the Princess Royal Training Awards and 2024 has been no exception. Popular restaurant chain, Dishoom, achieved the standard for their innovative onboarding programme, ‘Welcome Walla’, which has reduced staff turnover by 30%, boosted guest satisfaction to 96%, and increased weekly covers by 16%.

Also commended are the Master Innholders, for their Aspiring Leaders Programme, which is championing a new generation of hospitality leaders, and the Dean Group

Hotel for their Rethink Green initiative, which promotes sustainable practices, saving over €300,000 and inspiring a greener workforce.

These organisations join the many hospitality sector organisations recognised by the Awards, including Caffe Nero, Dorchester Collection, Elior, Mitchells and Butlers, Oakman Group, Pret a Manger, and Red Carnation Hotels UK Ltd.

Register for the 2025 Awards

This year, the Awards celebrate a decade of honouring training excellence. If you are keen to be recognised for your organisation’s dedication to training during this special year, why not register your interest?

The Awards are open to all organisations in the UK and Ireland, regardless of size or sector, are free to apply from start to finish, and applicants receive unrivalled support throughout the application process.

Applications open on 2 December 2024. For more information, contact the Princess Royal Training Awards team at: info@princessroyaltrainingawards.com. Awards are open until 31 March 2025.

& Guilds (2024)

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