Hotel Magazine February 2025

Cowley Manor Experimental ©Mr. Tripper

Hospitality Creates an Experience. One that We Love.

We understand that your team is the heart of the business, providing your guests a one-of-a-kind experience. To support them in the best way, we offer 360PRO. Our holistic commercial system with perfectly matched solutions from a single supplier. From planning to sustainability, accessories to connectivity, consumables and maintenance, with the right dishwashers and laundry machines: we are in service so that your team can deliver a service to love. Discover more on miele.co.uk/pro/hospitality

Miele Professional. Immer Besser.

6 Reasons Why Miele 360PRO

Is the Right Choice for You.

Miele offers professional machines of the highest quality with tailored special programmes. This way, you profit from hygienically clean crockery and gently washed and clean laundry and workwear which contributes towards a long service life and retaining values.

No time to spare? No problem! Crockery and textiles are ready for use again fast thanks to perfectly matching processes and an intuitive user interface which allows languages to be activated fast.

No matter how large or small the volumes, we offer the most economical machine. An on-premise laundry also offers benefits compared with outsourcing. Longevity and economy make Miele machines indispensable members of your team.

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In-house solutions from Miele make you independent of price fluctuations in the marketplace and third-party costs. Retain full control over quality and react fast and with flexibility to individual workloads.

The hospitality industry is becoming increasingly digital. Optimise the operational readiness of your machines with Miele MOVE and ensure efficient machine, data and process management. This digital platform grants you and our service team valuable insights when needed.

Our machines are sparing in their use of energy, water and detergent, and an onpremise laundry dispenses with the need to transport laundry, saving on CO₂.

FEBRUARY 2025

As we step into February, a month that often inspires thoughts of self-care and rejuvenation, we are delighted to hone in on the important theme of Spa and Wellness. The hospitality industry continues to evolve with these priorities at its core, embracing new trends and innovative approaches to enhance guest experiences.

One key area we explore this month is the growing demand for fitness on demand in hotels. Today’s travellers seek flexibility, convenience and personalisation, and fitness offerings are no exception. In our feature which shares commentary from industry experts, we look at how hotels are meeting this demand by introducing cutting-edge 24/7 fitness facilities and on-demand fitness programmes, ensuring guests can prioritise their wellbeing whenever it suits them. From app-driven workouts in-room to versatile gym spaces equipped for every need and the rise of reformer Pilates, we delve into how these innovations are redefining wellness in hospitality.

Turning our focus to The Bedroom, we’re reminded that true comfort often lies in the details. Linens, housekeeping, and the subtle yet vital art of creating the perfect sanctuary all play a pivotal role in guest satisfaction. In this issue, we explore how hoteliers can streamline laundry operations to ensure linens are always impeccable. From energy-efficient technologies to thoughtful workflow strategies, this article highlights practical solutions for maintaining exceptional standards while optimising operational efficiency.

Our February issue seeks to inspire and inform, offering actionable insights for every hotelier striving to balance guest comfort with operational excellence. Whether you’re looking to enhance wellness amenities, upgrade housekeeping processes, or simply gain fresh perspectives on evolving guest expectations, we hope our unique features and regular pieces help to spark ideas.

Here’s to a February filled with fresh opportunities, thoughtful innovations, and memorable guest experiences!

JADE EVANS, EDITOR

EDITOR-IN-CHIEF

Jade Evans jevans@thehotelmagazine.co.uk

EDITORIAL ASSISTANT

Ailsa Newgreen ailsa@cimltd.co.uk

DIRECTOR

Declan Wale

declan@thehotelmagazine.co.uk Tel: 01795 509 112

HEAD OF BUSINESS DEVELOPMENT

Jazmine Davis

jazmine@thehotelmagazine.co.uk Tel: 01795 509 105

ADMINISTRATION MANAGER

Natalie Woollin 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

SOCIAL MEDIA MANAGER

Lily Lawson socials@cimltd.co.uk

19 SPA, WELLNESS & AMENITIES

Looking into the rise of fitness on demand, we assess the popularity of 24/7 hotel gyms and how to sustainably introduce them.

40 HOTEL OF THE MONTH

Journeying to Germany for February’s issue, we delve into every corner of Roomers Frankfurt to explore an epiphany of modern burlesque elegance in the middle of the pulsating city.

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IN THE HOT SEAT

Taking to the Hot Seat this month is CEO of St Giles Hotels and Founder of Hotels With Heart, Abigail Tan who reveals all about her unique journey into hospitality.

54 THE BEDROOM, HOUSEKEEPING & LINENS

With help from industry experts, we share details on how to streamline laundry operations for perfect linens in your venue.

76 VENUE PROFILE

Nestled in the picturesque village of Maiden Bradley, The Bradley Hare is far more than just a countryside retreat. In a Venue Profile article, we reveal how it’s a vibrant celebration of tradition, charm, and modern comfort and how the team leverage its unique design philosophy.

80 INSURANCE

As part of our insurance focus, we detail five types of insurance your hotel shouldn’t be without.

DESIGN AND PRODUCTION

Grant Waters grant@cimltd.co.uk

James Taylor james@cimltd.co.uk

SALES DIRECTOR

Tom Woollin

CHIEF EXECUTIVE

John Denning

Hilton Global Foundation Names Only a Pavement Away as One of Its 2024 Grantees

Only a Pavement Away, the national charity supporting people facing homelessness and those wanting to rebuild their lives through employment in hospitality, is one of a handful of global not-for-profit organizations, selected by the Hilton Global Foundation, to receive a grant as part of a record £4.2m commitment to make a positive social difference for communities around the world.

The grant will enable Only a Pavement Away to place 300 people into hospitality jobs and provide 900 individuals with access to employment opportunities in the UK.

Launched in 2019, the Hilton Global Foundation works to create a better world for travel by supporting organisations tackling environmental and social issues such as poverty, career development and protection of the destinations where people live, work and travel.

The charity is renowned for its expertise in supporting people at risk of homelessness back into employment and already works in partnership with Hilton to deliver employability programmes.

It’s flagship programme, Passport 2 Employment, is an immersive five-day hospitality experience, where candidates study and work on site, hear from employers about the skills and work ethic they’re looking for, as well

to Receive Valuable

Funds

as giving those on the course the opportunity to road-test roles behind reception, bar, or kitchen. Currently, 80% of candidates who take part in the program are offered permanent roles.

As one of just 16 Hilton Global Foundation grantees worldwide, Only A Pavement Away is now looking to host additional Passport 2 Employment Programmes in 2025, alongside its mentoring and skills support, to meet its aspiration of getting a further 5,000 people into work over the next four years.

The Spa at Bedford Lodge Hotel Welcomes Carla Belmonte as New Spa Manager

Newmarket’s The Spa at Bedford Lodge Hotel is delighted to announce Carla Belmonte as its new Spa Manager. Carla officially stepped into the role on Monday, 25th November and brings a wealth of experience, passion, and dedication to the position, along with a personal connection to Bedford Lodge Hotel & Spa.

Carla’s journey with Bedford Lodge Hotel began over 25 years ago, when she secured her first role after college in the original spa facilities, then just two treatment rooms within the leisure complex. Carla worked under ‘Beyond the Fringe’ at Bedford Lodge Hotel for two years before going on to lease the space and co-found Beauty Stakes at the hotel, running the business for five successful years. Her career then took her across the globe and then to London, but she has now come full circle, returning to the very place where her professional journey began.

Carla states; “I’ve been at the Spa at Bedford Lodge Hotel for three years as Assistant Spa Manager, and stepping into the role of Spa Manager feels like a homecoming. Bedford Lodge Hotel & Spa has always been a special part of my life and career, and I’m thrilled to lead this incredible team and continue to build on the spa’s reputation for excellence.”

Carla’s extensive career in the beauty and wellness industry spans over 30 years, during which she has honed her expertise in spa management, customer care, and team

leadership. Her impressive résumé includes running her own businesses, excelling in roles that required her to drive customer satisfaction, streamline operations, and deliver world-class spa experiences.

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HOTEL MAGAZINE AWARDS

THE FINAL COUNTDOWN

The Hotel Magazine Awards are officially round the corner!

On April 28th we will celebrate the best of the hotel sector. The event promises to provide a night of unmissable fun, shining a light on the most outstanding hotels, innovative designs, and exemplary service across a range of categories. As the event nears, we are ecstatic to announce our finalists!

• Raffles London

Philippe Leboeuf

• Prestonfield House & The Witchery

James Thomson

• Montcalm Collection

Samantha van Exter

• The Biltmore Mayfair

Vella Ramasawmy

• Beaverbrook

Jorge de Jesus

• The Goring

Michael Voigt

The Details

Where?

Leonardo Royal, Tower Bridge

When?

28th April 2025

What?

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

How to attend

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

After party location

The Four Seasons Tower Bridge

• The Landmark London

Fergus Stewart

• Hart Shoreditch

Lina Zakzeckyte

• Hoar Cross Hall

Phil Murphy

• The Savoy

Franck Arnold

• Iconic Luxury Hotels

Andrew Stembridge

• London Marriott Hotel Park Lane

Varun Nigam

Hotelier of the Year

• Marsham Court Hotel

• Red Carnation Hotels

• Leonardo Hotels

Diversity, Equality and Inclusion Award

• Canopy by Hilton London City

• Hilton London Metropole

• The Athenaeum Hotel and Residences

• The Grand, York

• DoubleTree by Hilton Brighton Metropole

• Lime Wood Hotel Herb House Spa

• Buxton Crescent

• The Falls Spa at Lodore Falls Hotel

• Raffles London

• Cave Hotels

• The Biltmore Mayfair

• Raffles London

• The Hari

• St Martins Lane London

Nadia Lockett

• Lucknam Park Vennessa Bailey

• The Berkeley Hotel Degraft Osei Kwame Jnr

• The Spa at Carden Park

• Hoar Cross Hall

• The Gainsborough Bath Spa

• Cameron House

Hotel of the Year

• South Place Hotel

• 100 Princes Street

• Chewton Glen

• The Landmark London

• The Connaught Hotel Artur Ablewicz

• Grand Hotel Brighton Ben Sutton

• The Zetter Hotels David Dockerty

• The Prince Akatoki London

• Lime Wood Hotel HH&Co

• The Dorchester

• Lucknam Park Hotel & Spa

• The Angel at Hetton

• The Ned - City of London

• South Place Hotel

• Hart Shoreditch

• Le Manoir aux Quat’Saisons, A Belmond Hotel

• The Berkeley Hotel

• Sofitel London St James

• room2 Belfast

• The Hari

• Classic British Hotels

• Hilton London Metropole

• Hart Shoreditch

• Pan Pacific London

• Hand Picked Hotels

• The Athenaeum Hotel and Residences

• Sopwell House

• The Municipal Hotel MGallery Collection

• The Savoy

• The Langham London

• The Belfry Hotel & Resort

• London Hilton on Park Lane Filipe Seabra

• InterContinental London Park Lane Wendy Alders

• InterContinental London Park Lane

• Mauro Colagreco at Raffles London at The OWO

• Hilton London Metropole

• Marriott International

• The Langham London

• The Belfry Hotel & Resort

• Nobu Hotel London Shoreditch

• Maybourne Hotel Group

• Lake District Hotels

• Montcalm Collection

• The Zetter Hotels

• Red Carnation Hotels

• YTL Hotels

• Iconic Luxury Hotels

• RBH Hospitality Management

COMPANY PROFILE

Verdant, an innovative energy management solution by Copeland, is dedicated to transforming energy management in the hospitality sector and are a proud partner at this year’s Hotel Magazine Awards. Trusted and installed by over 7,000 hotels, this profile explains how Verdant enables UK hoteliers to significantly reduce energy expenses and meet sustainability goals, all while maintaining guest comfort.

Innovative Energy Management Solutions for More Savings

Verdant’s energy management system leverages advanced occupancy-sensing technology to optimize HVAC runtimes, achieving up to a 45% runtime reduction. This impressive reduction in energy usage translates to substantial cost savings and aligns with sustainability objectives.

By using proprietary radio frequency technology, Verdant solutions operate without WiFi, eliminating the need for invasive practices like breaking walls and rewiring. This makes it ideal for both new constructions and retrofit projects, ensuring a rapid return on investment within 12 to 24 months.

Aligning with Carbon Reduction Priorities

As Europe intensifies its efforts to reduce carbon emissions, Verdant is perfectly aligned with these priorities. Our energy management system is designed to help hotels meet carbon reduction mandates by significantly cutting emissions and optimizing energy use.

In the UK, the hospitality sector faces unique challenges, including strict local regulations and market dynamics that demand innovative solutions. Verdant addresses these challenges by providing comprehensive energy efficiency that supports hotels in their sustainability efforts and helps them align with the UK’s carbon reduction and reporting initiatives.

Achieve Key Certifications with Verdant

Verdant also supports hotels in achieving key certifications, such as BREEAM and LEED. BREEAM-certified buildings are recognized for their sustainability, leading to higher rental

rates and occupancy levels. This certification promotes energy efficiency, water conservation, and waste reduction, which can lower utility bills and operational costs.

LEED, a global certification for green buildings issued by the U.S. Green Building Council, recognizes products that meet required energy performance and comfort standards. Verdant qualifies for LEED points by supporting energyefficient practices with its programmable and smart thermostats.

Elevate Guest Comfort with Smart Technology

Verdant’s advanced energy management system not only reduces energy waste but also translates these savings into significant cost reductions for properties. Our thermostats, equipped with advanced sensors, detect room occupancy and adjust HVAC settings to ensure seamless temperature control, providing an elevated guest experience. Additionally, Verdant offers data-driven solutions that provide actionable insights, simplifying energy compliance and reporting for hotels.

Experience the Benefits of Verdant

Ready to experience the benefits of Verdant? Book a demo with a Verdant energy expert today and discover how our system can help your property achieve maximum energy savings while maintaining exceptional guest comfort. Verdant.Copeland.com

COMPANY PROFILE

For the awards, we’ve chosen a unique food pairing for the mealmeticulously crafted single origin sparkling teas from Saicho. In this intimate conversation with Charlie Winkworth-Smith, Co-Founder Saicho, we find out why the brand makes the perfect partner and what guests can expect on the night.

Please introduce Saicho drinks and what you strive to achieve within the hospitality sector. Saicho is a luxury sparkling tea brand that redefines the way we think about non-alcoholic beverages. Our range of sparkling teas are a celebration of tea, showcasing the unique terroir and nuanced flavours of single-origin teas. We offer a sophisticated alternative to traditional soft drinks and alcoholic beverages. Our goal is to enhance the dining and hospitality experience, allowing guests to enjoy pairings that rival the complexity and elegance of fine wines. We strive to help hospitality venues elevate their offerings by providing a versatile product that complements high-end cuisine and resonates with the growing demand for non-alcoholic options.

Why was it important for Saicho drinks to be involved in the HMAs?

The HMAs celebrate innovation and excellence in the hospitality industry, making them the perfect platform for Saicho to be involved. Our mission aligns closely with the HMAs’ values, as we aim to inspire creativity in how hotels and hospitality venues approach beverage menus. Being part of the HMAs allows us to connect with key decision-makers, showcase how Saicho can enrich guest experiences, and demonstrate our commitment to supporting the industry as it evolves. It’s an opportunity to highlight the role of premium non-alcoholic beverages in shaping the future of hospitality.

How do you see the HMAs shaping the future of the hotel sector?

The HMAs play a critical role in setting benchmarks for innovation and excellence in the hotel sector. By recognizing and celebrating forward-thinking initiatives, they inspire others in the industry to push boundaries and explore new ways of enhancing hotel experiences. This fosters an environment of creativity and collaboration, which is essential for adapting to changing consumer preferences. As non-alcoholic offerings become increasingly important, the HMAs can encourage hotels to embrace products like Saicho, ensuring that they stay ahead of trends and provide memorable, innovative and inclusive experiences for all guests.

saichodrinks.com

“Our mission aligns closely with the HMAs’ values.”

SPA, WELLNESS & AMENITIES

FITNESS ON DEMAND

Looking into the popularity of 24/7 gyms, we have experts on hand to analyse the growing demand for round the clock access to leisure facilities and the benefits this can offer to hotels.

In today’s fast-paced world, travellers are prioritising health and wellness more than ever before. This shift has fuelled a growing demand for 24/7 gym facilities in hotels, catering to guests who seek flexibility and convenience in maintaining their fitness routines. Whether it’s business travellers adjusting to time zones or leisure guests squeezing in a workout after a packed itinerary, round-the-clock access to fitness centres is becoming a must-have amenity. For hotels, offering 24/7 gyms not only enhances guest satisfaction but also boosts competitiveness, positioning

properties as modern, health-conscious destinations. In this article, we explore the benefits of providing 24hour leisure facilities and how they can elevate the guest experience while driving long-term success for hotels.

James Bishop, SiteMinder’s Vice President of Ecosystem and Strategic Partnerships, said,

“Spa and wellness services look set to be a key revenue source for hotels in 2025, and a major driver of guest loyalty, especially for high end properties, large chains and resorts. Hoteliers should ensure they are using all tools at their disposal to effectively market their spa and

wellness offerings, in particular to younger travellers and professionals who, according to our data, lead the way when it comes to selecting these options.”

James continued, “SiteMinder’s Changing Traveller Report 2025 reveals that today’s savvy hotel guest prioritises personal value, seeking memorable experiences even as they navigate rising costs. By offering greater personalisation opportunities to this evolved guest, which we have dubbed the ‘everything traveller,’ hoteliers can stand out in an increasingly competitive market.”

In recent years, travellers have increasingly prioritised health and wellness during their trips. Many now seek accommodations that offer flexible gym access to suit varied schedules and time zones, particularly business travellers and fitness enthusiasts. Janina Holthoff, Director of Sales and Catering, at The Biltmore, explained “With the growing demand for hotel fitness facilities, and as hotels raise their standards, guests now expect innovative, highquality equipment and training options.”

With 24/7 gyms becoming more popular, it’s vital that sustainable practices are considered when introducing these facilities in order to make gym operations environmentally friendly and cost-effective. Janina revealed, “Hotels can implement more sustainable practices by using energy-efficient equipment, motionsensor lighting, and eco-friendly cleaning products to minimise environmental impact and reduce costs. Refillable water stations and regular maintenance of equipment further enhance efficiency and sustainability.”

The Biltmore Mayfair stands out as a premium choice for wellness-focused travellers by offering luxurious, modern

facilities with state-of-the-art equipment that caters to all kinds of fitness journeys, including strength training, cardio, mind-body exercise, high and low impact, and recovery. Catering to guest expectations of convenience and quality, Janina recognises that the 24/7 gym access “enhances loyalty and strengthens the hotel’s reputation as a leader in health and wellness.”

Similarly, at the Four Seasons Hotel London at Tower Bridge, Spa Manager, Verity Marsh, has noticed a growing demand for 24/7 gym access driven by a few factors –“First, as people generally have become more aware of a healthy lifestyle and general wellbeing, wellness has become a top priority for many travellers and our guests.

“Whether they are on vacation or a business trip, or are local gym users (club or gym members) our guests are always keen to maintain their fitness routines and keep up wellness. The global shift towards more frequent travel, especially post-pandemic, has also played a role in the rise of growing demand for wellness generally, including 24/7 hotel gym access.”

For business travellers, Verity notices that the flexibility of 24/7 access is valuable, as their schedules sometimes do not align with standard gym hours. “Lastly, competition among hotels, state of the art gyms and boutique fitness classes has increased the need to offer cutting-edge gym equipment and facilities, ensuring we meet and of course exceed our guest expectations,” she added.

Offering 24/7 gym facilities has a huge impact on guest satisfaction and loyalty. Verity explained how many of the Four Seasons guests (especially business travellers) have shared how much they appreciate the 24/7 hours

and therefore flexibility of being able to work out at any time of day or night, which allows them to maintain their routines regardless of their schedule. “Health, wellness and tranquillity is a cornerstone of our brand, and by prioritising it, we are able to touch the priorities of many Four Seasons guests around the world. Ultimately, the focus on wellness keeps our guests coming back, reinforcing their loyalty to our hotel and the brand,” Verity finished.

Adding to the ever-growing wellness landscape, we are now seeing a rise in demand for the latest fitness phenomenon that is reformer Pilates, a low-impact workout that combines strength, flexibility, and core stability. This growth has prompted luxury hotels and resorts to incorporate reformer Pilates studios into their wellness offerings, catering to health-conscious travellers. By providing on-site classes and private sessions, hotels are enhancing guest experiences, promoting relaxation, and meeting the rising demand for holistic wellness during travel. This trend reflects the evolving focus on fitness as an integral part of hospitality services.

Yvette McGaffin, CEO and co-founder of Reform RX, sees that reformer Pilates is perfectly positioned to meet the rising expectation for fitness on demand services in hotels as it reflects the broader shift towards holistic wellness and longevity. By marrying the low-impact, full-body benefits of Pilates with tech-driven innovation, Reform RX has modernised this timeless modality to make it accessible to all fitness levels and ages.

Through partnerships with world-renowned hotels and residences like The Mandarin Oriental, and One Crown

Place, Reform RX offers guests the ability to prioritise their wellbeing with ease. With over 300 on-demand workouts available via an intuitive on-screen library, travellers can tailor their fitness experience to their individual needs and schedules, maintaining strength and balance even while on the move.

Yvette explained, “Reformer Pilates has undergone a fascinating journey, moving from boutique studios to becoming a sought-after experience in the hospitality industry. Having owned and operated Pilates studios myself, I’ve seen first-hand how this practice can transform people’s lives.”

This awareness, nurtured in those intimate studio settings, has now evolved to meet the needs of the modern traveller. Today, people aren’t simply looking to check a fitness box while they’re away, they’re seeking wellness experiences that support their long-term health. “By integrating reformer Pilates into their offerings, hotels are meeting this need on a deeper level. They’re creating spaces where guests can slow down, reset, and prioritise their well-being in a way that extends far beyond their stay,” said Yvette.

The Reform RX stands out for its innovation, making it ideal for hotels. Its Smart Spine® system ensures safety, while real-time biometric feedback personalises each workout. With its sleek, modern design, the RX is much more approachable than traditional equipment, making reformer Pilates accessible to everyone. This blend of safety, technology, and style has made it a perfect fit for the hospitality industry, offering guests a premium wellness experience.

Reformer Pilates offers a revolutionary approach to fitness that’s as transformative as Steve Jobs’ famous iPod analogy—”a thousand songs in your pocket.” Yvette revealed that with a reformer like the Reform RX, you essentially have hundreds of exercises for your body in one sleek, space-efficient machine. “It’s a powerhouse of versatility, strength, and innovation, making it an unparalleled addition to any gym or fitness offering, especially in the hospitality industry.”

Reformer Pilates is also remarkably space-efficient. The Reform RX, for example, takes up far less room than traditional gym setups, making it ideal for hotels aiming to create boutique-style fitness areas or make the most of limited square footage. Yvette continued, “Our recently launched Model S reformer is even more compact, offering a sleek and approachable design. Hotels can offer a unique, high-value wellness experience that caters to modern travellers while setting themselves apart in the competitive hospitality market.”

The demand for on-demand fitness has transformed the hospitality landscape, and reformer Pilates is perfectly positioned to meet this shift. In a world where time zones blur and schedules vary, 24/7 gym facilities have become an essential offering for hotels, catering not only to their guests but increasingly to the local community as well.

Technology is redefining fitness accessibility, and reformer Pilates is at the forefront of this evolution. By integrating smart technology into equipment, the Reform RX team are making this transformative practice available to more people in more settings, including hotels. “Features such as real-time biometric feedback and tools like MyScore—our revolutionary heart rate-tracking

technology, turn each session into a personalised, datadriven experience.

“For hotels, this technological leap changes the game. Connected reformers bring the boutique studio experience into the convenience of the fitness space. Virtual classes and on-demand tutorials ensure that Reformer Pilates is available 24/7, accommodating every schedule and fitness level. Guests can confidently engage with this practice, knowing the smart features provide guidance and real-time feedback to maintain proper technique, even without an instructor present.” Added Yvette.

This marriage of technology and reformer Pilates does more than deliver convenience, it embodies the modern wellness movement. By offering a practice that strengthens the body, calms the mind, and supports long-term health, hotels can elevate their fitness offerings and provide a truly holistic experience. It’s not just about meeting guests’ fitness needs, it’s about anticipating their desires for meaningful, tech-driven wellness solutions that enrich their stay and their lives.

With the rise in demand for 24/7 gym facilities and innovative fitness solutions like reformer Pilates, hotels are redefining guest experiences by offering flexibility, convenience, and holistic wellness options. These enhancements not only boost guest satisfaction and loyalty but also position hotels as leaders in health-conscious hospitality. By integrating sustainable practices and smart technology, hotels can deliver premium, personalised fitness experiences that cater to the needs of today’s health-focused and tech-savvy travellers, ensuring longterm success in a competitive market.

THE FUTURE OF WELLLNESS

Wellness Retreats: A Game-Changer for Hotels.

The significance of health and wellbeing in today’s demanding business environment cannot be overstated. Carlie Barlow Health and Wellbeing (CBHW) is the eponymous company founded by Carlie - who’s considered a trailblazer in creating bespoke wellness solutions in the corporate sector. Carlie has been at the forefront of innovating and customising wellness solutions by leveraging her expertise in developing wellbeing strategy, product and programming, and in this guest column, we look at the importance of offering retreats in hotels.

Why we are seeing a demand for wellness retreats in hotels and how hotels can respond to this

Carlie has witnessed firsthand the transformation of the industry over the past 20 years. In her view, the COVID-19 pandemic served as the catalyst for its growth. It reshaped the wellness sector, and as Carlie puts it, “A wellbeing strategy built on a proposition of products and programmes is no longer a luxury but a necessity; it has become central to how companies think and innovate.”

Carlie has been a driving force in this sector and has witnessed the key changes post COVID-19 including: Businesses prioritising Mental Health: The pandemic highlighted the importance of mental as well as physical health, leading to reduced stigma.

Mind, Body, Spirit Integration: A holistic approach to health, encompassing physical, mental, and emotional wellbeing has become more prevalent.

Functional Medicine: This approach has gained traction, focusing on root causes of health issues.

Alternative Therapies: Practices like yoga, acupuncture, and meditation has seen a huge surge in popularity. Community and Connection: Companies focusing on events and gatherings to foster a sense of belonging.

Wellness Retreats: There has been a huge rise in retreats offering an immersive experience for individuals to improve their health & wellbeing.

Eco-Friendly Products: Businesses are prioritising environmentally friendly and ethically produced props and products.

The pandemic accelerated the evolution of the wellness industry, making it more accessible, personalised, and focused on holistic health. As people prioritise their wellbeing, the industry accelerates its continued growth and innovation, wellness tourism being one of the fastest growing sectors.

The demand for wellness retreats in hotels is on the rise due to several factors:

Increased awareness of health and well-being: People are becoming more conscious of their physical and mental health, and they are seeking ways to improve their overall well-being.

Stressful lifestyles: Modern life is often hectic and stressful, and people are looking for ways to escape and recharge.

Social media influence: Social media platforms are filled with images and stories of people enjoying wellness retreats, which can inspire others to seek similar experiences.

Desire for unique travel experiences: Travelers are looking for more than just a hotel room and a bed; they want experiences that are meaningful and enriching.

Wellbeing products and programmes must now be a key focus for innovation, guests need education on how to live well, a community of like-minded people and an environment where they can feel safe, comfortable and heard.

Lending a hand for hoteliers knowing where to start when it comes to introducing retreats

Wellness Retreats can be a great way to attract new guests, increase occupancy during shoulder seasons, diversify your proposition, create a community and therefore foster loyalty to your brand and enhance your hotel’s reputation. But where to begin? Carlie recommends focusing on these core areas:

What is your Objective - Setting clear objectives for introducing a retreat is essential for focus and direction, creating measurable outcomes accountability and resource allocation.

Identify Your Niche - What kind of retreats align with your hotel’s brand and location? Consider your surroundings, amenities, and target audience.

Find the Right Partners

Connect with a specialist, these experts can bring their knowledge and expertise to your hotel, supporting you to build a strategy of products and programmes aligned with your business objectives. Look for partners who share your values and can create unique and memorable experiences for guests.

Create Compelling Retreat Packages

Based on your niche and demographic decide your retreat theme and weave in your content to create your retreat experiences. Highlight the unique selling points of your retreat packages, such as the location, amenities, expert topic and expertise of the facilitators.

Market Your Retreats

• Create a dedicated retreat page on your website.

• Utilise social media to promote your retreats.

• Partner with travel bloggers and influencers to reach a wider audience.

• Consider online advertising and email marketing campaigns.

• Attend travel trade shows and events to network with potential partners and clients.

Provide Excellent Customer Service

• Ensure smooth communication and coordination with retreat leaders and guests.

• Go the extra mile to make guests feel welcome and comfortable.

• Provide personalised service and attention to detail.

• Gather feedback from guests to improve your retreat offerings.

Building a successful retreat programme takes time and effort. But, with the right support, careful planning and execution, it can be a rewarding experience for both your hotel and your guests.

How working with external facilitators can

offer a different dimension to a hotel’s wellness landscape

Working with experts can have a huge impact on the overall success of introducing wellness retreats, they are able to offer:

Specialised Expertise

Niche Offerings: Facilitators possess deep expertise in specific wellness modalities like yoga, meditation, sound healing, or holistic therapies. This allows hotels to offer unique and in-demand programmes they might not have the resources to develop in-house.

Fresh Perspectives: External facilitators bring fresh ideas, innovative techniques, and the latest trends in the wellness world. This can help hotels stay competitive and attract a wider range of guests.

Enhanced Guest Experience

Personalised Approach: Facilitators can tailor their programmes to individual guest needs and preferences, creating a more personalised and memorable experience.

Increased Authenticity: Guests often appreciate the authenticity and passion of external facilitators, leading to greater engagement and satisfaction.

Operational Efficiency

Reduced Overhead: Hotels can avoid the costs associated with hiring and training in-house staff for specialised wellness programmes.

Flexibility and Scalability: External facilitators provide flexibility, allowing hotels to easily adjust their wellness offerings based on demand and seasonality.

Marketing and Branding

Unique Selling Proposition: Collaborating with renowned facilitators can enhance a hotel’s brand image and attract discerning travelers seeking authentic and high-quality wellness experiences.

Increased Visibility: Partnerships with influential facilitators can generate social media buzz and attract new clientele.

Employee Well-being

Staff Training: External facilitators can provide training and workshops for hotel staff on wellness practices, promoting a healthier and more engaged workforce.

Improved Morale: A well-rounded wellness programme can boost employee morale and reduce stress levels, leading to better service quality, reduced absenteeism and guest satisfaction.

What works well in terms of wellness in hotels

Wellness has become a key differentiator for hotels, attracting guests seeking more than just a place to sleep. In Carlie’s experience the most successful wellness products and programmes include:

Restorative Retreats that focus on:

Tailored experiences: including modalities such as breathwork, sound healing, mindful movement, workshops and seminars.

Qualified and experienced facilitators: Experts in their field that are emphatic and engaging, delivering interesting and insightful content.

Fostering a sense of Community: The connections formed during a retreat can extend beyond the event itself. These connections can provide ongoing sales opportunities and brand loyalty to the hotels by fostering support, encouragement, and a sense of belonging.

Holistic Experiences:

Group Exercise programmes: Yoga, Pilates, Meditation should be a core offering for guests

Tranquil spaces and facilities: Spa facilities, treatments and tranquil spaces for reflection and relaxation. Technology-Free Zones: Designate areas where guests can disconnect from screens.

Bespoke Props and Accessories: Creating comfortable and luxurious spaces to enhance customer experience. Carlie recommends a brand like mayashantiyoga.com which specialises in eco-conscious and restorative yoga and sound healing products.

Fitness Facilities

Well-Equipped Gyms: Offer a variety of cardio and strength training equipment.

Outdoor Activities: Provide access to hiking trails, bike rentals, or swimming pools.

Personalised Service

Wellness Concierge: Offer personalised recommendations and guidance.

In-Room Amenities: Provide yoga mats, aromatherapy diffusers, and healthy snacks.

Mindful Details: Pay attention to details like calming scents, soft lighting, and soothing music.

Healthy Food and Beverage Options

Locally Sourced: Prioritise fresh, seasonal ingredients. Dietary Options: Cater to various dietary needs, such as vegan, vegetarian, and gluten-free.

Healthy Snacks and Beverages: Provide options like fruit, nuts, and herbal teas.

Sustainable Practices

Eco-Friendly Operations: Implement energy-efficient practices and reduce waste.

Natural Products: Use organic and natural toiletries and cleaning products.

Local Partnerships: Support local businesses and communities.

By incorporating these elements, hotels can create a truly transformative wellness experiences for their guests, offering enhanced guest experiences, increase revenue streams, foster brand loyalty, build brand awareness, create memorable stays, have a positive environmental impact and improve employee wellbeing.

For further support and enquiries please contact Carlie at:

Social media: @carliebarlowhealthwellbeing

Email: carlie@carliebarlowhealthwellbeing.com

Web: carliebarlowhealthwellbeing.com

Refresh Your Guest Essentials

Discover VANITY GROUP’S Designer Playground

WELLNESS TRENDS

The wellness sector is undergoing an unprecedented transformation, where technology, sustainability, and holistic practices come together to offer unique and innovative experiences. As General Manager of LEMI, Matteo Brusaferri experiences this evolution daily and firmly believes that the future of wellness lies in an integrated and mindful approach capable of meeting the needs of an increasingly informed and discerning market. In this piece, Matteo discusses wellness trends we can expect to see in 2025.

The Technological Revolution in Wellness Centres

In recent years, technology has completely redefined the offerings of wellness centres. The integration of innovative solutions such as vibro-acoustics, chromotherapy, and biometric devices enables the creation of multisensory experiences that engage both the body and mind. This evolution not only enhances the effectiveness of treatments but also allows each session to be tailored to the client’s specific needs. The combination of sound, light, and heat, for example, transforms every treatment into a holistic journey capable of relieving stress, easing muscle tension, and providing deep rejuvenation.

Technology is not just a passing trend; it is an essential component for the future success of wellness centres. Wearable devices that monitor real-time health parameters, such as heart rate or stress levels, allow for dynamic treatment adjustments, optimising outcomes and enhancing the client experience.

Personalisation as Added Value

One of the most significant trends in wellness is personalisation. Modern clients are no longer satisfied with standardised treatments; they seek tailored experiences that address their specific needs. This is one of the core values we prioritise. Attention to detail not only improves client satisfaction but also elevates the perceived value of services offered. Advanced technologies such as biofeedback systems and ergonomic treatment beds with

intelligent adjustment features ensure optimal comfort and tangible results.

Personalisation is the key to standing out in an increasingly competitive market. The ability to adapt each treatment not only fosters client loyalty but also turns a simple relaxation session into a truly transformative experience.

Sustainability and Conscious Design

Sustainability has become a critical priority for the wellness sector. Spaces designed with natural and certified materials, energy-efficient devices, and eco-friendly production processes are just some of the solutions adopted to reduce environmental impact. Wellness centres have a responsibility to lead the transition toward greater

environmental awareness, offering luxury experiences that respect the planet.

Sustainability extends beyond using eco-friendly materials; it includes design and technology. In our products, energy efficiency is a central focus. Treatment beds equipped with advanced thermal systems, for instance, ensure efficient energy usage, while adopting LED lighting and smart climate control systems reduces waste and operational costs. A sustainable design that combines functionality with aesthetics creates serene and welcoming environments where the client’s well-being intertwines with environmental responsibility.

Mindfulness and Holistic Practices Enhanced by Technology

In an increasingly fast-paced world, the need to restore inner balance is essential. Practices such as mindfulness and meditation play a crucial role in promoting serenity and reducing stress. When combined with biohacking tools, these benefits can be amplified. Technologies like chromotherapy, circadian rhythm regulation devices, or vibro-acoustic mattresses optimise holistic treatments, offering a comprehensive approach to wellness. This synergy between ancient practices and technological innovation is the key to guiding clients toward lasting health and serenity.

Mindfulness, supported by advanced tools, enables the creation of personalised pathways that improve quality of life, transforming wellness into a conscious lifestyle. The use of these innovative solutions not only calms the mind but also works on the body, improving sleep quality,

reducing physical stress, and fostering a sense of complete well-being. This approach, combining mindfulness and technology, is set to transform the wellness experience into a personalised journey of regeneration and awareness.

The Importance of Integrating Digital and Physical Experiences

The future of wellness will see a growing integration between the physical and digital worlds. Tools such as virtual reality, used to create immersive relaxation environments, and biometric devices providing real-time feedback represent the future of spa experiences. This integration not only optimises treatments but also offers unique and personalised experiences that cater to each client’s individual needs.

The combination of technology, sustainability, and personalisation represents the core of the future of wellness. Wellness centres that embrace innovation by offering personalised, sustainable, and technologically advanced experiences will have a competitive advantage in an ever-evolving market.

Wellness is no longer just a luxury but a necessity. Our mission is to provide transformative experiences that promote authentic balance between body and mind. The future of wellness is already here and is driven by mindful innovation, capable of turning every treatment into a journey toward total well-being. LEMI is passionately committed to being at the forefront of this change, developing solutions that combine technology, design, and sustainability for uncompromising wellness. lemispa.com

THE FEEL-GOOD STAY

How incorporating wellness touches in-room can enhance guest experience and support rooms revenue, by VANITY GROUP.

The global wellness industry was valued at $6.3 trillion at the end of 2023 and is predicted to balloon to over $9 trillion by 2028. More and more, consumers are prioritising wellbeing in their spending habits, actively seeking products and experiences that make them feel better.

So, how can the hotel industry ensure that some of this is coming their way? The solution isn’t always as complicated or expensive as investing in a new spa or hotel pool. In fact, there are many smaller ways to capture the wellness guest that will enhance experience and support rooms revenue too.

Where to start? Don’t shoulder the load yourself. Partnering with a spa and wellness brand as your guest amenity partner instantly brings a moment of spa-like relaxation into every steamy shower. And by joining forces, you’ll be able to tap into their extensive experience and product collection to create unforgettable relaxation moments for your guests during their stay. At VANITY GROUP, we work with our hotel and wellness partners to incorporate wellbeing into every booking, here are some of our favourite ways to do just that:

Wellness Mini Bar

Long gone are the days of ready salted Pringles and KitKats hiding in the fridge. Working with spa and wellness brands means you can upgrade your mini-bar to a mini-spa, offering efficacious skincare and relaxation aids. Drift Away with TEMPLESPA’s bath and body oil or get hydrated with Perricone MD’s hyaluronic sheet mask. These thoughtful and tempting options are not only memorable for the guests, but support retail revenue too.

A Wellbeing Welcome

Looking for a welcome gift that skips the champagne and chocolate? We work with our hotel partners and brands to create exclusive, co-branded welcome gifts that are filled with wellbeing treats. Relaxing pillow mists, fragrant bath salts, or a beautifully packaged retail present will create a memorable experience that stays with the guest long after the champagne has lost its fizz.

In-hotel activations

For key calendar moments or high-season periods, bring a touch of wellness and relaxation to the shared spaces of the hotel with unique pop-ups and experiences for the guests. At St. James Court London, A Taj Hotel, we created a wellness cart where guests could enjoy a hand and arm ritual from their therapist team using TEMPLESPA products. This also brought awareness to the hotel’s spa, driving traffic to encourage bookings.

Turn

up the turndown

Make turndown an even more special guest experience with the addition of sleep-focused turndown items.

Surprise guests with a pulse point oil, or a rich aromatherapeutic night cream. Our team can help create bespoke turndown routines that also incorporate music or meditation for a multi-sensorial experience.

The Wellness Menu

For guests looking for an inside-out approach to wellbeing, incorporating wellness additions to the food and beverage offering is a creative way to ensure the wellness experience runs throughout the whole guest journey. Create a sleepinducing night-time infusion and pair with a pillow mist, or a superfood smoothie coupled with a nourishing face mask.

The Full Package

Target the wellness traveller with a wellness-centric accommodation package that encompasses the touchpoints above. A special welcome retail gift from the guest essentials partner, enhanced turndown offering, wellness experiences, and tailored food and beverage options. Offered at a higher rate, it will increase rooms revenue and offer guests an extra-special stay.

Ready to bring a touch of wellness to your hotel? Explore our designer playground of Wellness and Spa Brands:

Perricone MD – with over 25 years heritage of creating advanced, luxury skincare, the Perricone MD hotel collection has been crafted with ingredients inspired by

their most loved skincare products. This ultra-luxury range gives your guests access to the Perricone MD retail suite, and specially designed extension items exclusively designed for hotels including sheet masks, face creams, and cleansers.

TEMPLESPA – advanced derma-science is combined with Mediterranean soul at TEMPLESPA creating an efficacious range that cares for mind, body, and soul. Guests adore their aromatherapeutic hotel collection and are delighted by their extensive turndown range.

Proverb – Life-fuelled skincare has arrived in the hotel scene with Proverb’s hotel collection. Created by exprofessional athletes, the collection is focused assisting with the body’s recovery. Perfect for hotels with extensive gym and wellness offerings, Proverb also offers a beautiful collection of organic, results focused skincare that will boost any mini bar offering.

ESPA – An authority in spa and wellness, ESPA are the brains behind some of the most exceptional spas around the world. Their hotel collections are based on two heritage aromatherapeutic blends that relax and restore. Guests can also enjoy their natural skincare and wellness focused products during a stay at an ESPA property.

Ready to incorporate more wellness into your guests’ stays? Get in touch with the team at VANITY GROUP to find your perfect amenity match. info@vanitygroup.com vanitygroup.com +44 2045 381787

DERMATOLOGICAL EXPERTISE

As the wellness landscape continues to excel and the consumer demand for unique experiences remains, we spoke to Victoria Burles Piihl, Aesthetic Dermatology Nurse & Co-Founder of Apeer Beauty, to learn about the brand and its unique positioning in the hotel sector.

Overview of Apeer and its Unique Position

Apeer is a premium skincare brand recognised for its dermatologically backed formulas, combining science and luxury. What sets it apart is its commitment to harnessing clinically proven ingredients and innovative technologies tailored for diverse skin types, ensuring effectiveness without compromising on elegance. Its formulations prioritise high-performance, safety, and visible results, catering to a broad audience while maintaining an eco-conscious approach.

Standout Ingredients and Technologies

Apeer products incorporate cutting-edge ingredients such as hyaluronic acid for deep hydration, peptides for

anti-aging, and vitamin C for brightening and antioxidant protection and not to mention groundbreaking new alternative to retinol RetinART®, offering the same benefits as retinol—and more—without skin irritation.

Guests can experience the ultimate skin reconstruction and enjoy the firming effect of RetinART®, which enhances skin’s firmness and elasticity. Skin tone becomes more even, unwanted pigmentation is reduced, and the skin gains a renewed glow without the risk of side effects or sensitivity to sun exposure. Our Lift skincare line can be used both day and night.

All above components are complemented by advanced delivery systems to enhance efficacy. For sensitive skin, calming ingredients like ceramides and niacinamide are

utilised. The brand ensures its formulations are free from harsh chemicals, making them suitable for all skin types, including sensitive and mature skin.

Apeer’s Fit for Hotels and Spas

Apeer aligns seamlessly with the luxury hospitality industry due to its fusion of elegance, efficacy, and sustainability. Its visually appealing packaging and premium formulations enhance the guest experience, whether through spa treatments or in-room amenities. Offering such highquality skincare reflects a commitment to guest well-being, elevating the brand image of hotels and spas.

Benefits for Hoteliers

By providing Apeer products, hoteliers can:

• Enhance guest satisfaction: Guests appreciate access to premium, dermatologically backed products.

• Build brand loyalty: Offering luxurious skincare contributes to a memorable stay.

• Demonstrate commitment to wellness and sustainability, aligning with modern traveler preferences.

• Differentiate their property: High-end skincare elevates the perceived value of services and accommodations.

Commitment to Sustainability

Apeer incorporates sustainability through:

• Eco-friendly packaging, such as recyclable or biodegradable materials and minimal outer packaging

• Ethical sourcing of ingredients and a focus on crueltyfree formulations.

• Minimising environmental impact by using clean manufacturing processes.

Apeer’s product lines that resonate well in hospitality include:

• For the body - Handwash, Hand cream, Body Scrub, Body Lotion, Body Oil – with the aromatherapeutic sense of Clean Pearl makes the hospitality settings feel like the spa experience

• Micelle Water, Gentle Cleansing Gel, Face Scrub and Hydrating mask and Serum gives a good experience of rejuvenating facial treatments that you would experience at the spas

• Professional-grade products like exfoliating masks, aromatherapeutic body oils, and rejuvenating facial treatments for spas. These products cater to travelers seeking convenience and indulgence.

This is crucial for hotels looking to reduce their ecological footprint while appealing to eco-conscious travelers.

Contribution to Guest Wellness in Luxury Travel

As wellness becomes integral to luxury travel, Apeer plays a key role by offering products that support skin health and relaxation. Their holistic approach—blending effective skincare with a luxurious experience—aligns with the evolving expectations of modern guests seeking rejuvenation and self-care during their travels.

apeerbeauty.co.uk

THE NEW WELLNESS OBSESSION

The luxury wellness landscape is evolving, with today’s discerning guests seeking experiences that go beyond the ordinary. One trend is dominating this shift: scalp and hair wellness. This new pillar of selfcare is no longer just a niche—it’s becoming a must-have offering in high-end spas around the world. MONPURE, the pioneer in scalp and hair health, is at the forefront of this movement, redefining what it means to deliver truly indulgent and science-backed treatments.

Scalp Care Treatments in High Demand

Once overlooked, the scalp is now recognised as the foundation for healthy, radiant hair. With the scalp ageing up to six times faster than facial skin, it’s particularly prone to dryness, irritation, and damage from environmental and hormonal factors. These revelations have spurred a growing demand for targeted treatments that address the root causes of scalp issues while delivering lasting results.

MONPURE meets this demand with cutting-edge formulations and transformative treatments designed to rejuvenate the scalp and elevate hair wellness to a luxurious ritual. This innovation is reshaping how spas approach hair and scalp health experiences, creating unparalleled opportunities to address the needs of today’s wellness-savvy guests.

65+ Industry Awards and Science-Backed Solutions for Exceptional Results

MONPURE’s unwavering dedication to scalp and hair care has earned the brand more than 65 prestigious awards, establishing it as a trusted leader in luxury wellness. These accolades reflect MONPURE’s unique ability to blend advanced science with indulgent luxury, delivering transformative treatments that cater to the needs of modern wellness consumers.

Today’s guests demand more than simple pampering— they seek science-backed solutions that deliver real results. MONPURE delivers on this expectation with innovative formulations featuring clinical-grade ingredients such as Retinol, Vegan Keratin, and Salicylic Acid. Each treatment is designed to soothe irritation, fortify hair follicles, and deliver immediate, visible improvements while building long-term scalp and hair health.

But MONPURE goes beyond functionality. These

treatments address a deeper desire for relaxation and renewal, helping guests feel balanced, refreshed, and truly cared for. For hotel spas, incorporating MONPURE treatments is not just an upgrade; it’s an opportunity to captivate guests and establish a competitive edge in the ever-evolving wellness market.

Recognised by Walpole as one of Britain’s Best Emerging Luxury Brands

What sets MONPURE apart is its ability to translate

cutting-edge science into deeply personal and indulgent spa rituals. Its flagship offering, the MONPURE Signature Follicle Boost Treatment combines a stimulating scalp massage with nutrient-rich vitamins to nourish hair follicles and support healthy cell renewal. This expertly designed treatment releases tension, boosts scalp circulation, and promotes visibly fuller, healthier hair. Every detail is crafted to leave guests feeling deeply refreshed, rejuvenated, and more connected to their overall sense of well-being. By harmonising scientific innovation with indulgent spa luxury, MONPURE ensures its treatments create an enduring impact well beyond the spa visit.

Cliveden House, The Berkeley and Chewton Glen Are Amongst The First Adopters of MONPURE

MONPURE has quickly become the preferred partner for some of the world’s most prestigious spa destinations, including The Berkeley, Cliveden House, and Patina Maldives. These luxury retreats seamlessly integrate MONPURE’s advanced scalp science into their serene spa environments, offering guests treatments that merge relaxation with results.

Imagine welcoming your guests into a tranquil spa environment where expert therapists use MONPURE’s award-winning products and precise techniques to deliver treatments that soothe the senses, restore the scalp, and transform hair health. These experiences not only elevate your spa offerings but also align with the growing demand for wellness solutions that merge science and luxury.

From Self-Care to Soul-Care: Foster Deeper Connections with Your Guests

Hair is more than just a physical feature—it’s deeply tied to identity and confidence. Studies reveal that 91% of women

consider their hair a fundamental part of their identity. MONPURE understands this emotional connection and seeks to empower guests by addressing hair and scalp health with precision and care.

Whether guests are navigating hormonal changes, stress, ageing, or simply indulging in self-care, MONPURE’s treatments provide more than just relief. They restore balance, boost confidence, and offer a meaningful investment in both emotional and physical well-being. These benefits make MONPURE particularly resonant for guests experiencing life’s pivotal moments, such as pregnancy or menopause, when scalp health and hair growth can be impacted. MONPURE offers solutions that feel both restorative and indulgent making it a profound wellness experience.

The benefits of integrating MONPURE into your spa offerings extend beyond enhancing the guest experience— they present a significant opportunity. Scalp care is no fleeting trend; it represents a larger shift toward holistic wellness that today’s high-value travellers are actively seeking.

By partnering with MONPURE, spas can position themselves as leaders in this growing demand, attracting modern guests who value innovative, results-driven treatments. These offerings blend advanced science with indulgent rituals, enabling hotel spas to redefine their role—not just as places of relaxation, but as destinations for meaningful transformation and renewal.

Today’s travellers are looking for more than a simple spa day—they crave experiences that rejuvenate both body and mind. MONPURE delivers exactly that, offering a unique way to differentiate your property while meeting the evolving needs of modern wellness consumers.

monpure.com

LEADING INNOVATION

In an insightful interview with Iain De Havilland, Founder and CEO of NADclinic Group, we learn about the brand’s inception and how it is shaping wellness in hospitality.

What inspired you to start NADclinic, and how has the brand evolved since its inception?

I was first introduced to NAD+ around a decade ago in early 2015 through an investment I had made in a new 5* rehabilitation centre in Europe, where the concept was to fast track and reduce the time spent in residential rehab. NAD+ was one of the key IV protocols that we used to enable this. At the time NAD+ was only really known for supporting lifestyle detoxes and as an addiction therapy. As I watched the amazing success and outcomes, we were having with NAD+, I delved more into the science and other cellular rejuvenating benefits that this incredible naturally occurring co-enzyme offered. I also started to use NAD+ regularly myself, where the effects on me personally were profound and after a short time I had my lightbulb moment to create NADclinic.

Having learned about the myriad physiological benefits of NAD+ on a cellular level my objective with NADclinic was to focus on developing a range of cutting-edge NAD+ based IV protocols that were lifestyle, wellness and human performance orientated. Initially we launched our R&D and Production facility in South Africa and thereafter opened clinics/experience centres in Cape Town and London (2018). Since our inception, NADclinic Group has evolved into the leading global NAD+ brand, that is synonymous with premium NAD+ injectables, therapeutics and supplements. Today we have presence in 40+ countries working closely with our partners in Hospitality, MedSpa, SPA’s, clinics, where we focus primarily on developing longevity and performance suites and circuits, that combine best-in-class WellTech and NAD+ based IV protocols.

Can you explain NAD therapy in and its primary benefits?

NAD+ is a co-enzyme that is found in every cell in your body and plays a pivotal role in cellular metabolism and powering your mitochondria. Unfortunately, as we age or adopt lifestyle choices such as poor diet, use of alcohol,

stress and other toxins, our levels of NAD+ decline. Without NAD+, your body wouldn’t be able to transfer the energy from the foods you eat to vital cell functions, especially in the brain. NAD+ is also required to “turn off” the genes that accelerate ageing.

NAD+ Therapy is basically boosting our levels of NAD+ either through NAD+ IV, Therapeutics or Supplementation. NAD+ IV Therapy is an intravenous vitamin treatment that administers NAD+ (nicotinamide adenine dinucleotide) directly into your body for optimal rejuvenation benefits. Primary benefits of boosting or optimising NAD+ levels are – reduced inflammation, DNA repair, removal of dysfunctional mitochondria, reduced fatigue and increased energy levels and improved memory to name a few.

What are the core services and treatments offered by NADClinic?

NADclinic offer a range of proprietary research driven and

science/evidence led IV protocols and key diagnostics through their global partner networks. NADclinic basically provide either a fully supported turn-key solution including 360 clinical support. A Hybrid partnership solution whereby we provide our range of IV protocols and all underlying IP and ongoing support including supply of product without the clinical oversight or clinical services. We also offer a supply of NADclinic proprietary products and guidance on protocols and a nominated “preferred partner status” - our partnership model works much the same as a concession model effectively.

NADclinic also promote a best in class “On Demand” Sub-Cutaneous NAD+ product that offers fantastic efficacy, bioavailability and flexibility that is great for weekend hotel breaks. The SQ kit comes with an airline friendly “ThermoLined” travel case, perfect for those long weekends –NADsq.com. For hotel guests and travellers who wish to support their wellness and longevity regimes with gold standard evidence based supplementation and diagnostics, NADclinic offer a range of nutraceuticals, diagnostics and therapeutics via the e-commerce platform – NADdirect. com

How do these treatments align with current wellness and health trends?

NADclinic are leading innovators and trendsetters with regards wellness and health therapies and protocols. Our proprietary wellness products and services align perfectly with the latest health and human performance optimisation trends, with our globally standardised protocol menu being adopted by many of the leading hospitality brands, MedSpa’s and functional health practitioners. Over the past couple of years there has been a huge rise in “Longevity Tourism” where wellness meets luxury. NADclinic are at the forefront of this exciting new trend. The concept of luxury wellness travel is rewriting the rules of traditional leisure breaks. Today, we are finding that more and more

hospitality brands are introducing this exciting blend of high-end travel, health and longevity therapies.

How does partnering with NADClinic enhance a hotel’s wellness offerings and brand reputation?

By collaborating with NADclinic, a hospitality brand or independent hotel will benefit from partnering with a globally established wellness organisation and offering an internationally recognised IV protocol and service menu. It can provide guests and travellers who prioritise their health and wellbeing, the peace of mind that they are going to be receiving treatments, therapies, products and services that provide optimised levels of efficacy, efficiency and safety.

Tell us about NADClinic’s aim to improve wellness longevity through integration in hospitality settings.

NADclinic Group is planning to integrate and power the world’s largest network of longevity and wellness focused hospitality locations, resorts and residences. These wellness and longevity hubs will integrate cutting edge, welltech, functional and preventative health innovation and marry with leading hotel settings to deliver new standards in luxury health and wellness tourism.

We plan to bring “BlueZone” lifestyle, blending precision focused interventions such as IV infusions, Biomarker Assessment & Testing, BIoAge diagnostics, Ozone Therapy, HBOT, (and where regulation allows) other alternative therapies such as Exosomes, Peptides and StemCells.

NADclinic are also heavily invested in education, technology and training, providing AI driven diagnostics and health optimisation to ensure guests and clients are able to tailor “Hyper-Personalised” solutions to support their unique wellness objectives and health challenges. nadclinic.com

THE GROUNDING

Moving forward to basics, we speak to Peigín Crowley, Founder of GROUND Wellbeing Spa Brand, to find out how her innovative and unique product portfolio is contributing to changing the landscape of wellness in hospitality.

Wellbeing is not just an add-on, but a defining pillar of luxury hospitality. It is hard to find a luxury hospitality brand that doesn’t prioritise wellness as a core component of its identity, and, although longevity tech and bio-hacking are very much buzz words of our time, it is the ancient healing power of touch that we all yearn for.

Although spa and hospitality have gone hand in hand for decades, it is rare that sincere wellbeing lives at the heart of it… at the heart of the very team delivering it. On a mission to inspire therapists to fall back in love with massage, veteran holistic therapist Peigín Crowley founded GROUND Wellbeing at the kitchen table deep in lockdown, November 2020.

DISRUPTING SPA THROUGH SINCERE 360º

WELLBEING

What is unique about GROUND Wellbeing as a brand?

“We are therapist centric - by putting therapists first, the spa experience is immediately elevated” said Peigín, “our advanced massage training is focused on sincere wellbeing. We help therapists tune in to their own bodies first in order to understand and master their own wellbeing to enhance and fortify the power of their touch.”

Gone are the days of a ‘cookie cutter’ massage; arm, arm, leg, leg - the future lies in soothing the stress response in each and every body by first understanding how it presents. Through excellent consultation, the therapist

is empowered to craft an innovative and engaging style of treatment bespoke to each guest, settling the nervous system and paving the way to establish balance for sleep, anxiety, burnout, hormone fluctuations and menopause.

We train our therapists in the gut-brain axis; our body’s natural ability to settle and soothe, repair and restore. Through this understanding, we spark joy in the treatment room, it is both liberating and empowering when therapists move away from boring, generic protocols and move into advanced massage techniques.

The GROUND menu of signature massages is both robust and inclusive, rooted in a strong understanding of breathwork, lymphatic drainage, acupressure and vagus nerve support. Offered at the most luxurious resort destinations around the world including Rosewood, Six Senses, Four Seasons & Bulgari, in four short years GROUND has established itself as a world class Aromatherapy Spa Brand proudly made by hand in Cork, Ireland.

Which are your favourite GROUND products and treatments?

We begin designing our products through the lens of treatment, how do we want the body to feel. Through therapeutic grade essential oils we can steer the body into different states, to feel energised and focused or calm, and restful.

Our luxurious body oils are our best sellers – my favourite is the carefully blended gut cleansing Castor Oil with Marjoram, Ginger, Fennel and Peppermint to help support our body’s natural ability to cleanse and detox.

The Family Wellness Workshops are proving very popular, these include play therapy sessions for both neuro typical and neuro divergent children, working with scented Play doughs and Comfort Balms for children of all ages.

But, our proudest work to date is our accredited Cancer Care training, offering a full menu of massage and facial ritual especially designed to support those on their cancer

journey. This range of spa treatments has an especially designed collection of GROUND products called Barróg (Irish for Hug).

What does 2025 have in store for GROUND?

In February, the brand will launch BIOME Skin Care, GROUND’s unique approach to skin wellness through the microbiome. With three years committed to its development and formulation, this range is focused on blending bio-identical botanical actives that mimic the skin’s natural function, probiotics and cell communicating ingredients that offer anti-inflammatory benefits, supporting the most demanding of skins throughout the seasons.

For GROUND, skin wellness is an art. The art of simplicity and dedication to restore skin integrity and bring comfort. Through hands-on treatment and purposeful product, it is a holistic approach to skin health; prioritising minimal routines that deliver multiple benefits and long-term skin health.

The Biome Facial proudly launches at The Jumeirah Carton Tower in London in mid-February, dermatologically and microbiome tested, this range is universal, suitable for all skin types including compromised skin and those going through chemotherapy.

When is the exciting La Bottega Launch?

The much anticipated La Bottega collaboration of bedroom amenities launches in March, sustainable at heart –GROUND is beyond proud to partner with the iconic Italian company specialising in luxury refillable hotel amenities, where the hall of beauty meets stunning eco packaging.

Where can I try a GROUND Treatment?

GROUND is partnered with Limewood in the New Forest, The Lanesborough and The Bulgari in London, The Old Course in St Andrews and The Shelbourne in Dublin. groundwellbeing.com

WORLD-CLASS HOSPITALITY

Roomers is a luxurious, cosmopolitan hotel located in the heart of Frankfurt amongst the vibrant West end district. Featuring as our Hotel of the Month this February, we delve into the venue’s contemporary design, world-class hospitality, and unparalleled comfort.

Boasting a unique aesthetic, the design work at Roomers Frankfurt was completed by Rosen Architekten and offers a modern, elegant and urban chic feel with rooms and suites that are both relaxing and stylish. The design, paired with its upscale amenities showcases a commitment to the utmost comfort of guests.

Acting as a destination in itself, Roomers Frankfurt is part of the Design Hotels™ collection and distinguishes itself in the hospitality sector through its unique blend of modern burlesque elegance and innovative amenities.

The hotel features 116 meticulously designed rooms and suites, characterised by dark natural stone, accents of purple and gold, and sophisticated lighting elements from Zumtobel. This design creates a distinctive atmosphere that appeals to those seeking a seductive and exceptional experience.

Positioning itself as a foodie hotspot, Roomers Frankfurt offers a diverse culinary experience with its on-site restaurant, Burbank, where Californian and Asian cuisines overlap at the hands of chef The Duc Ngo. The vibey restaurant where locals head to on a Saturday night is where sashimi meets guacamole, attracting both international guests and native enthusiasts. Furthering the hotel’s commitment to excellent food and beverage

offerings, the award-winning Roomers Bar, known for its mesmerising burlesque charm, serves as a vibrant meeting point and a place to see and be seen.

A venue that leaves no stone unturned, even the wellness offering goes above and beyond as the hotel’s innovative spa area includes glass bead-filled relaxation tubs combined with mood-inducing lighting elements, providing guests with the ultimate tension release. Roomers Spa and Gym is a place to relax, rejuvenate and keep fit, in the middle of the pulsating Main Metropolis; whether in the sauna, the roof terrace, the fitness area, whirlpool or with a pampering in-room treatment. In line with the comprehensive wellness experience, the experienced spa team of SOKAI Wellness also offer treatments for guests, directly in their rooms.

Strategically located near Frankfurt’s main train station and the river Main, Roomers Frankfurt offers easy access for travellers. Its proximity to the city’s attractions makes it a convenient choice for both business and leisure guests, meaning it has a broad target audience.

Roomers Frankfurt stands out in the hotel sector by seamlessly integrating innovative design, exceptional dining, comprehensive wellness facilities, and a prime location, all of which contribute to its reputation as a leading design hotel in Frankfurt.

In the Hot Seat ABIGAIL TAN

In the Hot Seat this month is Abigail Tan, CEO of St Giles Hotels and Founder of Hotels with Heart. In this intimate conversation, Abigail shares details on her unique route into hospitality, along with the strategies she has implemented to ensure her venues maintain a competitive edge in the fast-paced hotel sector.

Abigail Tan, has long been fascinated by the world of hospitality. From childhood, she marvelled at the details that make each hotel unique, down to the choice of toiletries. With her family deeply rooted in the hospitality industry for over 30 years, Abigail’s career choice felt almost predestined as she said, “One could say I was born to pursue a career in hospitality.”

After earning her Master’s degree in the UK, Tan began her professional journey as an apprentice to the then COO of St Giles Hotels in London. Immersed in the daily operations and strategic planning of the business, she quickly fell in love with the industry. “No two days are ever the same,” she said. “Hotels have the ability to transport you, build relationships, and bring people together.”

Abigail’s career has been shaped by personal and professional milestones. Her apprenticeship under the mentorship of the COO—affectionately referred to as Uncle Steve—gave her invaluable insights into hotel operations, leadership, and team building.

The acquisition and rebranding of St Giles’ New York hotels was another pivotal moment for Abigail. Thrust into the challenges of managing a new executive team and navigating cultural differences, Abigail developed

resilience, trust, and leadership acumen, she added, “The journey, with its good and bad, helped me develop strength and a thicker skin, a better understanding of working environments and how I, as a leader, could impact the health of a team. It also taught me an important lesson on trust, judgement, and growing through the pain of being bullied, subject to bias, and discriminated against.”

A deeply personal and professional turning point came when her mentor suffered a stroke, which she said, “Threw me into a state of chaos.” This crisis forced Abigail to step up, assume greater responsibility, and reflect on her values as a leader. “It taught me lessons in integrity, respect, and love while showing me who I could rely on,” she shared.

Realising “the show had to go on”, Abigail pushed the fears aside and was determined to try to be the leader that was needed.

Abigail’s leadership style is influenced by her family’s legacy of hard work, determination, and compassion. She strives to foster a culture of mindfulness, inclusivity, and mutual understanding. “Make compassion, inclusion, and mutual understanding the pillars of your leadership,” she advised.

Her leadership philosophy is centred around curiosity— about herself, her team, and continuous improvement. She

values empathy, attentive listening, and leveraging diverse talents to create a healthy work environment. “My team is my family,” she emphasised, “and their wellbeing and growth are integral to our success.”

For Abigail, empowering her team is the cornerstone of innovation and maintaining a competitive edge. She believes passionate employees drive the business, creating a home-away-from-home experience for guests – “A highly passionate team who believe in the common goal are what give us the competitive edge, they believe in the difference that they can make and strive to provide a level of service and hotel experience that exceeds expectations of what a ’normal’ hotel would be.

St Giles Hotels prioritises team engagement through wellness activities, workshops, and brainstorming sessions. “We highlight individuality,” said Abigail Tan. “It’s the people, not the places, that define our hotels.”

Speaking on balancing brand identity with regional diversity, Abigail ensures the St Giles brand maintains consistency through listening to guests and understanding cultural contexts, recognising that this allows each hotel to reflect its surroundings while offering a welcoming, familiar experience. Staying attuned to industry trends by “keeping a finger on the pulse of the ever-changing industry” is also

needed so that her team can stay ahead and adapt their service levels quickly as guest expectations change.

Looking ahead, Abigail envisions growth driven by guest satisfaction and impactful initiatives like Hotels with Heart. This charity program supports homeless youth, underprivileged families, and troubled individuals. “We aim to be part of the solution, equipping people with tools to avoid future hardships,” she said.

Her goals include building strategic partnerships, creating inspiring guest experiences, and continuing to exceed expectations.

Mentors like Kent Allen, who emphasised sticking to values and boundaries, have shaped Abigail’s approach to business as she said, “This has been my guiding light and a constant inspiration when I approach business.”

“Seeing my team grow, resolve challenges, and respect one another keeps me grounded,” she said. “They inspire me to do better every day.”

Abigail Tan’s journey exemplifies resilience, vision, and heart. From her early fascination with hotels to her transformative leadership at St Giles, she continues to inspire and innovate, staying true to her values while shaping the future of hospitality.

We’re excited to bring APEER, a cutting-edge Danish skincare brand, to the UK. Known for its fresh, green chemistry, APEER delivers powerful results for even the most challenging skin concerns.

Founded by experts Dr. Emil Henningsen and Victoria Burles Piihl, APEER offers 18 fragrance-free, cruelty-free products, including kits for sensitive skin, acne, and aging. The brand simplifies skincare with intuitive names like ‘Plumping Serum’ and includes an AI Skin Scanner to help consumers find the right products.

Partner with APEER to elevate your retail experience and offer scientifically backed solutions.

AHEAD OF THE GAME

In this piece, Lanchester Wines assess emerging trends for the upcoming year to help you get organised.

Awell-thought-out wine strategy can enhance your guests’ experiences while significantly contributing to your bottom line. At Lanchester Wines, we always recommend collaborating with your wine supplier to stay ahead of emerging trends. Here are the key wine insights we predict will shape the UK hotel restaurant and bar scene for 2025:

1. Quality Over Price

Despite rising costs, consumers continue to prioritise quality over price. Hotels that differentiate themselves with premium drinks and sophisticated experiences are more likely to attract guests willing to pay for high-quality, unique wines that deliver genuine value.

2. Elevated Customer Experiences

Creating memorable moments that resonate long after a guest’s stay is key. Wine, often associated with celebration and indulgence, provides an ideal avenue for enhancing customer satisfaction and driving revenue. Viewing your wine list as an integral part of your offering ensures it complements your broader strategy.

Consider upselling opportunities before your guests even arrive. For example, during the booking process, inquire about the occasion and offer tailored experiences such as a bespoke welcome hamper. A celebratory bottle of Prosecco or Champagne in the room, or even a personalised wine label with the guest’s name, sets the tone for an unforgettable stay.

3. Sustainability Matters

Sustainability remains a top priority for UK consumers. Hotels embracing eco-friendly practices and partnering with sustainable suppliers are better positioned to appeal to environmentally conscious patrons. Wines with credible sustainability credentials and compelling stories are particularly sought after.

4. Demand for Customisation

The appetite for personalised experiences in food and drink is growing. Offering bespoke wine options or

curated wine-pairing events can help your hotel stand out. Tailored loyalty programmes that incorporate unique wine experiences further enhance customer engagement.

5. Exclusive Wine Ranges

Partnering with a versatile wine supplier allows you to create your own bespoke wine range. Branding wine labels with your hotel’s identity or bar/restaurant name not only adds a personal touch but also ensures exclusivity. Guests enjoy wines they can’t find elsewhere, enhancing their overall experience and connection to your venue.

A good wine merchant aligns your wine list with your menu, but a great one collaborates with you to craft a strategy that elevates guest satisfaction and boosts profitability. At Lanchester Wines, we specialise in doing just that.

Discover how we can help increase your hotel’s wine sales at www.lanchesterwines.co.uk.

TV IN HOTELS

The importance of the AVLA licence.

Television is a cornerstone of the guest experience in hotels. It offers travellers a sense of home and entertainment options that help them relax and further enjoy their stay. Despite the rise of streaming platforms, traditional TV remains central, particularly in the UK, where British programming is celebrated worldwide for its quality and innovation. Access to TV channels directly influences the image and reputation of an establishment, encouraging positive reviews and recommendations.

However, with the convenience and benefits of offering television come certain responsibilities, particularly in complying with copyright laws. Hoteliers must ensure they have the necessary licences.

The AVLA licence allows hotels, aparthotels, B&Bs, and similar establishments to provide guests with access to TV channels featuring audiovisual works—such as films, series, documentaries, cartoons, and other shows—from AVLA’s extensive repertoire. It applies to TVs in guest bedrooms as well as communal areas, such as a hotel’s restaurant or bar. Operating without the licence constitutes a legal infringement of the rights of AVLA’s creators.

AVLA represents the UK’s largest and most diverse community of audiovisual creators, encompassing a wide range of rightsholders, including producers, authors, performers, directors, and visual artists. As a result, the

AVLA licence covers an extensive repertoire of works and rights that are not managed by other licensors.

For clarity, the AVLA licence does not replace licences issued by other organisations, and vice versa. Even if establishments have obtained authorisations from other licensors, they will still need the AVLA licence to cover the works and rights in AVLA’s catalogue.

By obtaining the AVLA licence, hospitality businesses directly contribute to maintaining a vibrant audiovisual sector in the UK and beyond. Almost all the licence fees collected by AVLA are distributed to the creatives it represents. These royalties are used to finance new content and sustain tens of thousands of workers and businesses involved in the process.

Television in hotels is more than just an amenity; it is a vital component of the guest experience. However, the provision of TV content must be managed responsibly. By securing the necessary licences, hoteliers can offer their guests an enhanced stay while upholding legal and ethical standards that are increasingly valued by customers.

Furthermore, by obtaining the AVLA licence, hotels help sustain the creative individuals and businesses working tirelessly to produce the TV and film content so highly regarded by their guests.

To learn more about AVLA and to take the licence visit www.avla.uk

JOIN THE HOTEL COMMUNITY

HRC, part of Food, Drink & Hospitality Week, returns to Excel London on 17–19 March 2025, uniting the hospitality community for three busy days of inspiration and networking.

This year, the show offers a dynamic platform to explore cutting-edge industry innovation, featuring an extensive range of suppliers showcasing everything from state-of-the-art professional kitchen equipment to the latest advancements in hospitality technology.

Celebrating its 90th year in 2025, HRC continues to be the event of choice for hospitality professionals seeking to redefine guest experiences and elevate their businesses. Whether you are a hotelier, restaurateur, or chef, the show provides a dynamic space to explore the latest industry trends and products tailored to hospitality operators.

The show is divided into five key sections: Professional Kitchen, Hospitality Tech, Foodservice, Furniture, Interiors & Tableware, and – new for 2025 – the Pizza & Pasta section.

The Pizza & Pasta section will showcase the latest equipment, ingredients, and culinary trends, offering a dedicated platform for businesses across the sector. Alongside live cooking demonstrations and industryspecific networking opportunities, visitors will have the chance to engage with exhibitors representing the best in pizza and pasta production.

In 2024, the show unveiled a number of new ambassadors

from the hospitality industry who are helping to steer the direction and content of the event.

Robert Richardson, CEO of the Institute of Hospitality and HRC Ambassador, emphasised the event’s role as a critical hub for the sector: “HRC’s importance cannot be overstated. It is a gathering of the best and brightest in the hospitality industry, a chance to celebrate our shared successes, address our common challenges, and shape the future of our field. As representatives of the Institute of Hospitality, we are proud to support and be a part of this incredible event.”

The show’s Vision Stage will cover a wide range of content relating to the hotel, restaurant, and catering sectors, with inspiring industry leaders and trends agencies taking to the stage. Meanwhile, the TechX stage will provide a glimpse into the future of hospitality tech and showcase the latest innovations and advances in the sector.

HRC takes place on 17-19 March 2025 at Excel London alongside IFE manufacturing, IFE, The Pub Show and International Salon Culinaire. Find out more about everything happening at this year’s event, and register for your complimentary trade ticket, at hrc.co.uk.

UNPARALLELED EXPERIENCES

From rich Americano to velvety hot chocolate: the value (and necessity) of a premium beverage menu, as told by the team at Franke Coffee Systems UK.

Every hotelier is working towards the same goal: to provide guests with an unparalleled experience that inspires them to return at every opportunity.

It’s the reason behind investing in facilities and provisions that guests are almost guaranteed to remember, from a relaxing on-site spa to the 600 thread count Egyptian cotton sheets.

However, hoteliers often underestimate a simple yet key offering that can enhance their guest appeal and boost loyalty (or risk losing the number of heads in beds to their competitors).

The untapped potential of quality beverages

The hotel guest experience constantly evolves, reflecting wider trends in and beyond the industry.

A prime example is top-quality beverages, no longer

recognised as a ‘nice to have’ but rather an expectation among guests.

Consider the following two questions:

How does your hotel stay ahead of beverage trends?

Espresso-based coffee drinks (including lattes, cappuccinos and flat whites) remain longstanding favourites among hotel guests. That’s not to say a limited beverage menu is the solution, though.

After all, decaf is on the rise – particularly among older guests and those looking to enjoy the full-bodied flavour of coffee alongside a good night’s sleep. Iced coffee has also emerged as a preference in recent years, with millennials and Gen-Z consuming it year-round. Then there is nondairy milk, such as oat and almond options, designed for people with allergies and intolerances but has since

become a preferred choice. Not to mention syrup: a simple yet effective way to add flavour and menu options.

Does your menu complement wider hotel strategies?

There are more opportunities to attract guests and visitors than ever, helping immunise hotels against seasonal fluctuations.

Thanks to the rise of remote working, many employees have embraced a ‘digital nomad’ lifestyle: working for periods in different cities – and often countries. With a wide-ranging menu offering all their favourite drinks, your hotel can appeal to these guests as the ultimate home away from home.

Hotels aren’t just places to stay overnight, either. Friends meeting at your hotel for a catch-up over coffee, which turns into lunch. A business using your conference space and unlimited hot drinks package, deciding afterwards to stay for dinner as well. A company employee looking for a change of scenery on non-office days, ordering food and drinks to their table throughout.

The

hidden

cost of an underwhelming beverage offering

The complexities arising from high staff turnover mean hoteliers often focus on other ‘quick wins’ to elevate the guest experience.

However, deciding not to invest in your beverage menu today may cost far more than you think.

£15 lost a day – or £27,300 missed per year

Let’s say your hotel offers guests a £15 buffet breakfast with unlimited drink refills. Staff members sometimes hear complaints about the coffee tasting bland, but as guests praise the food, the feedback isn’t marked as a priority.

One morning, a five-guest group decides to cancel their breakfast buffet for the following day. They know the local bakery won’t have vast options but opt for it regardless, given the positive online reviews about the coffee served there.

From this group, your hotel misses out on £75. It may not sound like much, but if your hotel misses out on just five missed opportunities daily, it amounts to £525 per week, or £27,300 per year – all because the coffee served at breakfast doesn’t meet guest expectations.

Discover a new way with Franke

Franke Coffee Systems works with hoteliers throughout the UK, supporting them to make significant ROI simply by improving their coffee offerings.

Our professional coffee machines are designed to maximise taste and performance in every cup, with varying levels of staff involvement required.

Thriving in served and self-serve hotel environments alike, each coffee machine incorporates patented technology to ensure consistency across the entire beverage menu. It’s not only coffee either, but hot chocolate and hot water for tea, alongside milk alternatives and syrups.

Hoteliers can also monitor their coffee machine fleet’s operational and financial performance in real time, whether at one site or across multiple venues. With Franke Digital Services (IoT), it’s easy to learn about guest preferences, peak times, and other valuable insights to track ROI.

The result? Guests who know they can rely on greattasting drinks at your hotel – in every cup they enjoy, every time they visit.

Discover our coffee machines in action at HRC (17th-19th March 2025, ExCeL London). Our team looks forward to meeting you!

www.franke.com/gb/en/coffee-systems.html

SMOOTH OPERATOR

With help from experts, we look into how your hotel can streamline laundry operations for perfect linens.

In the competitive hospitality industry, attention to detail can make all the difference. Crisp, clean, and flawlessly presented linens are more than just a necessity—they’re a reflection of a hotel’s commitment to quality and comfort. Yet, behind the scenes, achieving perfection in linens requires a seamless blend of efficiency, technology, and expertise in laundry operations.

With help from industry experts, we explore innovative strategies for streamlining laundry processes, reducing costs, and maintaining impeccable quality standards. From adopting advanced laundering technologies to implementing sustainable practices, we’ll uncover how hotels can enhance operational efficiency while delivering the pristine linens that leave lasting impressions. Whether managing in-house facilities or outsourcing to professional

laundries, discover the tools and techniques that can transform laundry operations into a cornerstone of hospitality excellence.

Speaking on the key challenges in maintaining perfect linens in high-usage environments like hotels, Executive Housekeeper, Hayley Jackson at Cameron House on Loch Lomond, said, “Ensuring good communication is adhered between the Hotel and Linen supplier and ensuring we highlight any potential issues quickly.”

More recently, the demand for sustainability has further influenced laundry operations in the hotel industry and Hayley recognises the sheer importance of considering laundry companies that value sustainability with it at the centre of their operation. “At Cameron House, across the resort spanning both the five-star hotel and self-catered lodges, we consider this year on year when it comes to suppliers to ensure our values consistently align. Guests also appreciate a green approach, which is advertised and communicated to our guests,” she added.

Defining sustainable targets is a top priority at The Landmark London when replacing any equipment used, ensuring it is s A+ rated and allowing to bring further savings in utility costs as well as meeting company and environmental commitments.

Margaret Benisz-Kaggwa, Laundry Manager at The Landmark London, said, “Looking closely into processing cycles including correct chemical solutions, dosing and programming for both washing as well drying procedures is a must.

“Necessary factors for us to have control of the above are: to work effectively with laundry detergent suppliers

and upgrading to greener options where possible. Collaborating closely with maintenance departments to ensure laundry equipment is frequently serviced and assuring and monitoring that good quality water is consistently supplied to washing machines.”

It is commonly known that soft water with indicator close to or below 50ppm allows laundry detergents to work more efficiently, as well as keeping linen whiter and softer without overusing OB agents and softening products.

There are a range of strategies and technologies that can be implemented in order to streamline laundry processes and reduce turnaround times. At Cameron House they use a smart system named VSO, an algorithm that consistently reviews the venue’s demand for linen. “Inputting a weekly stock count and updating our laundry company with occupancy forecasts means that we have a quick and efficient turnaround, this also allows for quick reduction or stock injection”, said Hayley.

With so many moving parts of the housekeeping department, having AI monitoring and counting linen stock allows the management team to focus on the operation and for optimum and streamlined service.

Hayley sees modern technology as “integral” as it also monitors the productivity of room attendants and linen staff. “Due to having our team dispersed over the property the technology allows management to see which room each team member is in at all times as well as the length of time it takes to complete each task and helps us to respond to requests quickly. It’s a tool that has helped increase efficiency and leads to an overall better experience across staff members and consumers alike,” Hayley said.

For hotels looking to modernise their laundry processes, Hayley’s advice is to talk to you laundry provider, she said, “Discover what they are doing to innovate their operation. Companies are always in competition, therefore, there are laundry companies who are constantly modernising and evolving. Shop around and find the company that best aligns with your hotel values and don’t be scared to make changes and try new systems, they might just work better.”

WGC are a housekeeping partner for hotels who both outsource fully and maintain some management, meaning their flexible service models can adapt to a venue’s specific needs. Area Manager at WGC, Malgorzata Zajac, recognises that the biggest challenges for housekeeping staff come from, “High turnover then leads to wear and tear, stains and discolouration and dependence on the laundry provider to then fulfil guest and client expectations.”

If you do outsource your laundry operations, it’s essential to understand exactly how your chosen company works – remember, your guests won’t know if you outsource it, so any feedback will reflect on you as a venue. Malgorzata explained, “We try our best to keep all laundry as neat and tidy as possible and ensure every hotel has special designated rooms (linen rooms) where the linen is placed on the shelves in protective foil and used in rotation so that we can avoid any linen getting damp or dusty.”

Malgorzata sees that automation and artificial intelligence can massively improve operations by cutting time, cost and effort to provide bespoken customer service. She said, “My sites use a linen portal which calculates daily delivery based on set hotel par and current stock level. It

still requires weekly stock counts but significantly reduces laundry shortage.”

Priding itself on quality of linens and laundry in general is The Landmark London, a venue that consistency and excellence is a reflection of its staff.

Margaret at The Landmark London, recognises the significance of the whole team embracing the venue’s culture. “Ensuring that staff understand the training that has been given and the procedures that are introduced are followed by all are what ensures the best practice and efficiency,” added Margaret.

As a ‘hands-on’ manager with strong attention to detail, Margaret sets a fantastic example to the operational team. They are on site and on hand to spot, stop or prevent any mistakes much quicker than monitoring the team’s performance from the comfort of an office. Margaret revealed that having line managers working closely alongside team members provides a more supportive culture – “It offers a true understanding of challenges some staff might be facing and the tools they require to do the job to the highest required standards.”

Noticing that the key challenges in maintaining perfect linens within the hotel sector are cost pricing against the quality and sustainable sourcing can, Margaret said, “It is good practice to have a few reliable suppliers to choose from making sure that they are of the highest quality and adequately priced.

“Investing in consistent staff training to ensure consistency and prevent misusing of fabrics or equipment is key. The high turnaround in sections like housekeeping

requires constant monitoring and time pressures but at The Landmark London, we consistently provide staff training and refreshers, so everyone feels comfortable and familiar with standardised practice.”

Team members coming with previous housekeeping experience can both positively and negatively influence the performance of the team, depending on their training and housekeeping habits which is why Margaret explained, “It’s important all staff members receive the same level of training and briefings.”

With the beauty industry continuously expanding their ranges of products available and even though most products carry outstanding green credentials, unfortunately some products can lead to staining linens and towels e.g. waterproof mascaras, self-tanning products and some sun cream products. With this being said, Margaret sees the prominence of having some surplus stock, along with good quality cleaning products and practices. “To ‘save’ the linen/towelling, the only option is adding additional stronger chemical solutions in the laundering process which shortens the lifespan of bed linen and towelling so something to be conscious of when checking stock and placing orders,” she said.

To extend the life of linens in hotels, proper care and maintenance practices are essential. Hotels should implement a rigorous laundering process that uses mild detergents and avoids harsh chemicals, which can weaken fabric fibres over time.

In order to extend the life of linens, Margaret sees that looking into bed linen and towelling components is key. “Bed linen should definitely remain as 100% cotton, with

300-400 TC being sufficient to give customers the ultimate luxury feel. Opting for linen made from mercerised cotton yarn may add slightly to costs however the linen itself, if processed correctly, has a more lustrous look, is stronger and tends to shrink and lose shape less than linen made of conventional cotton fibres.

“Towelling products don’t require 700gsm or above to bring a feel of fluffiness but it will definitely add to operational costs, including higher water usage and prolonged drying time. There are currently many different options like smart-knit, eco-pure where a small addition of manmade fibres are added to into the cotton weave which allows a luxe and fluffy lush and fast absorbent towel but with a shorter processing and drying time,” finished Margaret.

Maintaining impeccable linens in the hospitality industry is not just a testament to quality and comfort but also a strategic endeavor that combines sustainability, technology, and expert management. From adopting advanced laundering technologies and AI systems to implementing sustainable practices and rigorous staff training, hotels can streamline operations, reduce costs, and deliver exceptional guest experiences. Insights from industry professionals highlight the importance of strong supplier relationships, modernised systems, and a hands-on approach to management. By aligning operational practices with evolving guest expectations and environmental commitments, hotels can ensure their linens remain a cornerstone of hospitality excellence, leaving lasting impressions on every guest.

REST ASSURED

Choosing the right mattress for your hotel.

At Mattressman, our trade team specialises in everything sleep-related, ensuring your establishment is equipped with comfortable and supportive mattresses at unbeatable trade prices. With years of experience supplying private landlords, universities, boarding schools, leisure parks, and hotels, we’ve become a trusted name in the industry.

Our extensive mattress collection is designed with your hotel’s needs in mind. Whether your priority is affordability, premium comfort, or durability, we offer a wide variety of options, including open coil, pocket sprung, and memory foam mattresses. Plus, our range accommodates all standard UK sizes, European sizes, and king or super king zip-and-link mattresses—perfect for tailoring bed configurations to your guests’ needs.

To enhance practicality and longevity, many of our mattresses feature benefits such as waterproof covers for easy maintenance, integrated handles for hassle-free movement, and double-sided designs to extend their lifespan.

Rest assured, every mattress meets British Standards

Source 5 fire regulations, guaranteeing safety and peace of mind.

To make things even easier, our sleep experts are on hand to provide free, impartial advice to help you choose the best sleeping solutions for your guests. Sustainability is also a priority for us—our trade team can arrange to recycle your old mattresses and bed frames during delivery for a small fee.

For the best discounts and an extensive selection to choose from, retrieve a quote today by calling 0800 5677625 or sending an email to tradesales@mattressman.co.uk.

A WARM WELCOME

Checking in with Simba’s contract mattresses.

Having created their game-changing, critically acclaimed Hybrid® range it was only a matter of time before sleep experts Simba extended their award-winning mattress tech to the hospitality industry.

And the 2024 launch is going well, reports Keri Blunden, Head of Wholesale and Contract Sales at Simba “We’re thrilled to be working with some inspirational, leading hospitality brands such as Wilderness Reserve, the Ellen Kensington, and Edinburgh’s House of Gods, as well as Terra di Gaya in Corsica. These stunning hotels echo our commitment to superb comfort and five-star service, while embracing the highest possible standards of sustainability’’.

Indeed, Simba and hospitality are a match made in heaven; their unique Hybrid® mattress technology is designed to feel comfortable to everyone no matter their shape, size, and sleeping style. And as the world’s most five-star rated mattress brand (as voted by customers), it looks like Simba have really achieved that.

So, what’s so special about Simba’s innovative sleep technology? The star of the show is their patented Aerocoil® micro spring: these small, titanium alloy springs

have a unique, conical shape which is designed to offer superbly responsive and tailored support to assist spinal alignment and limit partner movement transfer; in addition their micro size allows them to sit unnoticed in the upper layers of the mattress providing unique comfort and enhanced airflow.

The other signature feature of Simba’s much-loved mattresses is their graphite-infused Simbatex® foam; with an open structure designed to encourage extra airflow and increase elasticity, the team at Simba have also infused this cushioning foam with graphite, a naturally occurring heat conductor for enhanced freshness.

But of course, the contract range also incorporates the specific requirements of the hotel sector, including appropriate durability updates to the design, plus CRIB 5 fire regulations.

So, what’s on the menu?

The team at Simba developed three contract designs that deliver Simba’s signature, high-tech comfort and broad appeal, while reflecting different price points and commitments to sustainability. But all three mattresses are

rod-edged for durability and hand-tufted to allow glue-free construction for maximum recyclability, a key requirement for Simba as the UK’s first B Corp certified sleep brand.

The Hybrid® Luxe Contract Mattress is Simba’s deepest, most sumptuous contract design, featuring ten layers of blissful comfort and advanced support. It aligns with the most luxurious of interiors, with plush cushioning and superb pressure relief; in total this luxurious mattress features up to 4,500 springs, including Simba’s unique Aerocoil® micro springs to encourage maximum comfort and tailored support. In addition, the Luxe benefits from Simba’s sprung SupportCore™ base for long-lasting, edgeto-edge support with minimal ‘roll-off’.

Featuring eight premium comfort layers and a lower spring count, the Hybrid® Pro Contract Mattress is designed to offer exceptional comfort but at a lower price point, making Simba’s transformative sleep tech accessible to a wider variety of guests.

Making room for greener sleep

Created exclusively for the hotel industry, Simba’s Green

Label Contract Mattress is designed to offer planetconscious plushness; it draws on soft, natural wool for soft but resilient cushioning, alongside a deep layer of sustainably sourced latex renowned for its soothing elasticity and breathability. In addition, the Green Label features up to 2,500 of Simba’s Aerocoil® micro springs and their sprung SupportCore™ base, which provide the responsive comfort and edge-to-edge support your guests deserve.

And like all Simba contract mattresses, the Green Label is crafted in UK factories to help minimise transport emissions.

Where next?

From private rental to luxury resort, Simba are excited to add to their list of hospitality partners, Keri Blunden continued, ‘’As one of the UK’s bestselling retail mattress brands, we’re ready for anything and everything!’’

Interested in finding out more? Please reach out to wholesale@simbasleep.com

WHY EXPERT FITTING MATTERS

The hidden costs of poor bed installation as told by Silentnight Contract.

In an industry where every room night counts, poor bed installation is silently eroding hotel profits across the country. It’s the headache of sub-standard bed delivery and installation, an issue we’re seeing more and more in our conversations with hotel operators.

A scenario that might sound familiar to many: A beautiful new mattress arrives at your hotel, but the installation team treats it like a standard home delivery. They’re in a rush, don’t understand your operational constraints, and suddenly you’re faced with rooms you either can’t sell, or below the standard your guests have come to expect. As the UK’s most trusted sleep brand, we at Silentnight Contract hear these stories all too often.

The truth is, installing mattresses in a hotel environment is a completely different ball game from residential delivery. Juggling tight schedules, working around guest check-outs, managing service elevator access, and coordinating multiple room installations. It’s complex, and it requires expertise that goes well beyond simply carrying a mattress up a flight of stairs.

Just before this last Christmas, we heard from a hotelier who learned this lesson the hard way. After opting for a marginally cheaper installation service, they ended up with poorly fitted mattresses in nearly twenty rooms. Not only did they have to pay twice – once for the original installation and again for professional fitting – but they also lost revenue from several rooms they couldn’t sell. It’s the kind of situation that makes any hotel manager wince.

This is precisely why we’ve built dedicated contract and hospitality service teams at Silentnight. Our installers aren’t just delivery people; they’re specialists who understand the unique demands of hotel operations. They know that time is money in hospitality, and they work around your schedule to ensure minimal disruption to your business.

A professionally installed mattress will last longer than one that’s poorly fitted. It’s not just about replacement or rectification costs – it’s about maintaining guest satisfaction, preventing negative reviews, and avoiding the operational chaos of having rooms out of service. When you factor in all these elements, professional installation isn’t a cost – it’s an investment that pays for itself many times over.

After many years of serving some of the most respected names in the hotel industry, we’ve learned that success lies in the details. While some suppliers might treat your bed installations the same way they handle home deliveries, we understand that you need more. You need a partner who gets the complexities of hotel operations, who can work within your timeframes, and who ensures every mattress is installed perfectly the first time.

Cutting corners on installation is like serving a fine meal on a paper plate – it undermines the quality you’ve invested in. Your guests might not see the installation process, but they’ll certainly feel the difference. And in an industry where a good night’s sleep can make or break a review, that’s not a risk worth taking.

Email our dedicated team at contracts@silentnight.co.uk or visit silentnight.co.uk/hospitality to find out more about our expert services.

LONG-LASTING LUXURY

In an insightful interview with Managing Director, Catherine Morris at Tradelinens, we delve into the vision of the brand and how the range makes a difference to guest experience in hotels.

Tell us about Tradelinens. What do you do and who are your products for?

We are extremely privileged to be advisors and suppliers of luxury textiles for bedrooms, bathrooms and dining spaces to the world’s most iconic 5* hotels. With over 90 years of combined experience across the team, we pride ourselves on understanding every inch of the linen trade, from the true meaning of thread counts to the challenges facing most hotels. We use this knowledge to help clients invest wisely in bed, bath and table linen we know that guests will love, and which will perform in the rigors of a commercial laundry. We are proud that from pre-opening, launch and beyond, we build long-lasting relationships with our clients.

Each of the team share a passion for exceptional customer service, coupled with our passionate belief that our products are the very best of their kind. A decade ago, we launched our Boutique division specifically designed to meet the needs of luxury properties with 50 rooms and under, and our retail division (tielleloveluxury.co.uk) for the at-home hotel experience.

What is Tradelinens’ vision?

At Tradelinens, we prioritise listening to our clients’ needs rather than simply offering what we have to sell. Our bespoke approach sets us apart, making us trusted advisors and preferred suppliers to some of the most discerning hotels in the world. We believe that our clients deserve the very best, and we are committed to delivering it— demanding the highest standards of quality and service at every turn.

• Our Commitment: We strive to be the most customerfocused business, building long-lasting relationships as trusted advisors. We go beyond simply meeting briefs, delivering a tailored, personalised service that anticipates and exceeds expectations.

• Our Goal: Ensure every interaction is seamless, attentive, and built around the specific needs of our clients.

• Our Commitment: Sustainable practices are at the heart of everything we do. From sourcing responsibly to reducing

our environmental impact, we’re dedicated to creating a business that supports a better future for our customers and the planet.

• Our Goal: Continuously improve our sustainability efforts, integrating responsible practices across all operations and supply chains.

• Our Commitment: We supply only the best luxury products of their kind, combining craftsmanship and quality with durability and timeless appeal. Our focus on excellence ensures our products stand out in the luxury market.

• Our Goal: Maintain our reputation as a leading provider of high-quality luxury products that consistently deliver value and delight to our customers.

What does sustainability mean to Tradelinens?

For us, sustainability is nothing new. At Tradelinens, we have always been passionately committed to pushing forward with sustainability and responsible business practices, and that will always be one of our core values. We were the first UK trade linen member of the Better Cotton Initiative who improve cotton farming globally by training farmers in sustainable farming practices.

Behind the scenes, we’re diving deep to understand what truly matters to our stakeholders, helping us shape the environmental, social, and governance priorities that will help shape our ESG journey. We’re keen to be proactive when it comes to sustainability, and we are always looking for ways to reduce our global impact. For 2025, we’re looking to increase our commitment even further by working towards our B Corp certification.

How do your products make a difference when it comes to guest experience?

When it comes to a luxury hotel stay, we know that one of the most important elements is a great night’s sleep.

And with over 90 years of combined experience in the linen industry, we know that there’s more to this than just the mattress. So, we have curated a range of hand-picked products that help hotel guests get the perfect night’s sleep.

We offer a range of the finest bedlinen, from a cool and crisp 200tc to a soft as silk 600tc. We understand that every guest is different, so we provide pillows ranging from soft to extra firm, natural fill to microfibre. Our wide range of duvets are available in a variety of tog ratings, fillings and sizes. We are experienced in bespoke product creation, from blends to sizes and branding to embroidery, our partner mills are highly skilled in creating unique products to elevate your guest experience.

What makes you stand out when working with hotels?

Tradelinens brings unmatched expertise to the luxury hospitality market, with decades of experience in supplying the finest textiles. We pride ourselves on our bespoke approach, tailoring each offering to meet the unique needs of every hotel we work with. From the highest quality bed linen and table linen to luxury accessories, we offer truly independent advice, always guided by your budget and what your hotel needs most. We are committed to delivering textiles that meet the highest standards while standing up to the demands of luxury hospitality.

We understand how important the little details are. Beautifully finished barratto pillowcases and carefully embroidered napkins will add an extra dimension to the luxurious feeling that guests expect from the very best hotels. Tradelinens works with a number of luxury hotels to create bespoke experiences that guests will recognise and remember.

DRIVING EXCELLENCE

From the hotel room to operational efficiency: how laundry drives hospitality excellence, as told by Charlie Robards, Business Development Manager at Miele Professional.

For guests, one of the most exciting parts of their trip or stay is often the hotel room. When imagining your ideal hotel room, words like luxurious, elegant, and comforting come to mind, a space where you can truly unwind and relax. However, many elements must be considered when creating the ‘perfect room’. When guests are paying for an exceptional experience, every detail is under scrutiny—

from the room’s design and furniture to the amenities, and even the cleanliness and quality of linens. As guests’ expectations continue to evolve, how can you make sure their rooms, housekeeping services, and linens consistently meet the highest standards?

Understanding guest expectations

From the moment a guest steps into their room, every

detail, be it the crispness of the sheets, the scent of freshly laundered linens, or the overall cleanliness of the space, contributes to their overall experience. Any dirty or stained linen can threaten to tarnish the reputation of the business overall and place doubts in guests’ minds about the quality and hygiene standards of its laundry services; and the importance of great hygiene standards should not be underestimated.

In a recent survey conducted in partnership with The Caterer, 92% of respondents stated that maintaining control over laundry cleanliness is essential to the overall customer experience, and 92% agreed that customers are more concerned about hygiene in the post-pandemic era. The survey, which included 259 individuals from hospitality sectors such as bed and breakfasts, coffee shops/cafés, hotels, leisure facilities, patisseries, pubs/bars, and events, highlights a clear industry-wide focus on hygiene in the aftermath of the pandemic.

Examining trends in hotel laundry

Stricter hygiene standards, combined with rising energy costs have put enormous pressure on hotels in recent years, forcing many to rethink their operations. This has led to a noticeable shift in how laundry is managed. In the past, the focus was often on the upfront cost of equipment, which led businesses to outsource laundry services as a cheaper alternative. Now, more and more managers are taking a step back and looking at the bigger picture, investing in solutions that deliver long-term savings and greater efficiency.

By bringing laundry in-house, hotels can not only reduce costs but also create more sustainable and efficient laundry operations. So, where should you begin?

Implementing an on-premise service

Implementing an on-premise laundry is one of the best ways to maintain high standards of hygiene and quality at all times. Keeping laundry onsite not only simplifies management but also speeds up room turnaround times, ensuring a smoother operation overall. An on-premises laundry (OPL) gives you greater control over the process, helping to ensure proper hygiene procedures are followed.

Beyond that, having your laundry onsite reduces the risk of items being lost or damaged, upholding excellent customer service. It’s a more sustainable option too— modern equipment offers eco-friendly programmes and lower consumption rates, and eliminating transport for laundry collection and delivery means a significantly smaller carbon footprint.

If you’re considering investing in an OPL or planning an upgrade, consulting with a laundry specialist is a great place to start. They can guide you through the process, from finding the ideal location for your facility and assessing service and utility requirements to recommending the best appliances for the demands of a busy hotel.

Choosing a 360 approach to laundry

Now you’ve decided to implement an on-premise laundry, it’s time to choose a commercial supplier. Whether you

operate a large hotel or a boutique guest house, Miele Professional has developed system solutions for all types of hotels. Drawing on many years of experience, Miele works closely with its customers to deliver a holistic approach that enhances in-house laundry management. It starts with an initial consultation: The 360 approach starts when you begin looking at procurement. Miele experts can assist you by providing whole lifecycle costing of the products you are considering, make recommendations based on specific requirements, taking into account the goals of your business. Miele will work with you to ensure that they have the most complete picture of your requirements to make sure you get the best possible deal.

Design and build: After product selection comes the design of the space. If you are starting from scratch with a new build space, Miele will work closely with your architects in the creation of spaces that are optimum for machines to be installed and operated efficiently. Highly experienced experts can create solutions to difficult challenges that include lack of available space, ventilation considerations as well as other hurdles that may need to be overcome. Then, comes the installation: Once the design is approved, installation will be carried out by a Miele approved partner who will ensure that the equipment will operate seamlessly within your organisation. Day-to-day operation of your new professional machines will be explained by an installation team so that your team can take over from day one with the confidence that the equipment is being used in the correct way.

After-service and maintenance: Regular maintenance and inspection is always recommended and this is carried out by expertly trained service technicians. These same

technicians also cover emergency breakdown to ensure your laundry equipment stays operational which is vital in the demanding hotel environment. Thanks to the quality of Miele products “Made in Germany”, hotel customers profit from extreme longevity and the availability of spare parts for up to 15 years – even if the machine is no longer listed.

Regardless of your location, our nationwide network of approved partners ensures expert support at every step. With extensive experience in designing, installing, and servicing Miele equipment, our partners provide the assurance that you’re in good hands from start to finish— and beyond.

And at the end of your contract, Miele won’t leave you with the equipment in place, whether or not you decide to renew. Miele is 100% committed to sustainability and will remove old products and ensure they are disposed of responsibility – 95% of its equipment is recyclable. This is becoming increasing important to many businesses in all industries who are being tasked with providing evidence on how they are supporting the UK’s sustainability targets.

By implementing Miele’s comprehensive 360 approach, hotels like Claridge’s can optimise laundry operations, ensuring that both the design and ongoing maintenance meet the highest standards of efficiency and service quality.

Claridge’s: A five-star laundry experience

Claridge’s is London’s legendary Mayfair hotel, located a stone’s throw away from royal residences, with a longstanding relationship with royalty, international diplomats and world leaders. With such a clientele, it is essential to Claridge’s that its laundry is equipped to care for luxury garments as well as linen from the hotel’s catering services.

Claridge’s wanted to ensure it could deliver this tailored and quality service on-site with its extended capacity of 293 rooms, as well as providing luxury laundry care for its sister hotels, The Connaught and The Berkeley. A significant and considered expansion of their laundry was required.

The expansion needed a wealth of expertise with Ron Davidson, Claridge’s consultant of 40 years, enlisting a team of specialist architects, contractors, and engineers to tackle the build. Extending two floors above and three floors below and removing 33,000 cubic metres of earth, stateof-the art Miele laundry systems were craned down to sublevel 3 during the construction process. When Claridge’s asked which brand, Ron specified it had to be Miele as he has worked with the brand throughout his career. Director of Housekeeping, David Cerezo and his Claridge’s team opted for three Benchmark Professional washing machines and three Professional heat pump dryers, installed by Miele Professional Partner First Choice Marshalls (FCM).

Despite disruption from the Covid-19 pandemic, the project took the expected two years to complete; FCM were involved in the planning and design of the new laundry from day one. Potential hurdles were ironed out in the initial meetings as the FCM team liaised with the team of architects, contractors, and engineers to strategize an efficient and practical laundry system.

However, the project was not without its challenges. Problems with ventilation meant the original architectural specification had to be amended to allow for heat pumps. The late addition of WetCare to the laundry meant a change from the original laundry spec from Miele’s PW5105s to 811s. Of course, the physical struggle of installing the laundry at a subterranean level meant that

there was an increased concern for health and safety. Additional challenges were faced when soil pipes were installed at a different height than originally planned resulting in the very late addition of plinths, some of which were out of stock in the UK. However, FCM and Miele worked hard to source the necessary materials from Germany and eventually the problem was resolved.

Once installation was complete, Sam Holden, Business Account Manager at Miele, and Darren Dimmick, Miele field service manager, provided Claridge’s housekeeping staff with a hands-on training session on the new products and how to achieve the best laundry results for guests.

Despite unavoidable delays caused by the Covid-19 pandemic, sudden spec changes, and clear technical challenges, the project was completed to a very high standard giving Claridge’s exactly what it needs to maintain and extend its prestigious reputation. Claridge’s can now extend its services to the individual needs of each guest’s laundry ensuring their garments are taken care of and presented to a high standard. In a time where health and hygiene are of increased concern to guests, the implementation of Miele solutions means Claridge’s can now assure guests that both personal clothing items and hotel linen is cleaned to the highest hygiene standards to the most exacting standards.

At Miele Professional, our holistic system solution for the commercial sector delivers perfectly coordinated components from one single source. This simplifies the everyday work of your team – so that all can concentrate on what really counts. To see how we can support your hospitality business, please visit: www.miele.co.uk/p/ hotels-guesthouses-4113.htm

BEYOND THE BREW

How offering a proper decaf tea option for your guests can make all the difference to their stay

Win a proper stay

Buy Yorkshire Tea Original and Decaf this February and you’ll be in with a chance to win a Michelin Star stay at The Star Inn in Yorkshire. Find out more about how you could enjoy a night of home-cured Yorkshire hospitality by visiting: yorkshireteacompetition.co.uk

Serving tea in your hotel is more than a mere amenity. A proper brew can be a source of comfort, warmth, and an essential part of creating a home-from-home experience for your guests.

And, choosing which tea to serve in your hotel shouldn’t begin and end with your caffeinated options. With 2 in 5 UK consumers cutting down their caffeine intake1, offering

a premium decaf option is more important than ever.

And at Yorkshire Tea, we believe those that prefer a decaf brew shouldn’t have to compromise on taste. As Yorkshire Tea Decaf is the same great taste as the Original, your guests can enjoy a cracking cup of tea, day and night. In fact, our decaf option even won a Great Taste Award in 2024, so you can guarantee the same great taste - just without caffeine!

With plenty of consumers increasingly seeking teas that offer health benefits, such as improved sleep and reduced caffeine2, you could wow your guests from the moment they check-in to when it’s time to say goodbye with the UK’s No.1 brew3.

There are plenty of opportunities for offering your guests the same great taste, just decaf. Here’s how you can make the most of these tea moments in your hotel:

Breakfast

Decaf isn’t just for bedtime – it’s the best way to start the day! Serve Yorkshire Tea Decaf with your breakfast offering and give everyone the opportunity to enjoy our iconic Yorkshire Tea blend however they like it.

In rooms

As a welcoming brew after check-in or a cosy midnight refreshment, every in-room moment is covered. With 79% of Britons expecting tea in their hotel bedrooms (the same percentage as those expecting Wi-Fi!)4 offering a familiar favourite for everyone should be a no brainer.

In the lobby

Whether your guests are using your hotel lobby to catch up on emails and finish up projects in the day or relaxing in the lobby bar at night, they deserve a proper brew –whatever their preference.

In meeting and event spaces

Not everyone needs caffeine to get the conversation flowing. Make sure no one has to compromise on taste in your meeting and event spaces with Yorkshire Tea Decaf and making every event memorable.

Brewing success with decaf at The Star Inn in Harome

The Star Inn at Harome isn’t just any pub with rooms. It was one of the first Michelin Starred pubs in the UK and has stayed in the Top 5 Pubs in Britain for nearly 30 years. So, it’s safe to say they know a thing or two about excellence – which is why all their rooms are stocked with Yorkshire Tea Original and Decaf.

Andrew Pern, the owner of the Star Inn at Harome, says “I would recommend Yorkshire Tea to other hoteliers, hotels and restaurants. I mean, it’s one of the best brews in the world and Britain’s No. 1 brew. So why wouldn’t I recommend it to other people?”.

Of course, the importance of tea doesn’t stop with Yorkshire Tea Original. Andrew says he has seen a “great uplift in the number of people wanting decaf”, so he’s made sure there’s a Yorkshire Tea Decaf option for every tea moment at The Star Inn. This “keeps everybody happy”, especially as, of course, Yorkshire Tea Decaf has the same “depth of flavour” as the original!

Your guests all deserve a proper brew

As a family-owned business, we’ve been producing extraordinary tea in Harrogate for over a century. With the growing demand for premium tea experiences, including high-quality decaf options5, we know that helping guests feel at home in your hotel is key. In fact, something as small as offering the brew they know and love throughout their whole stay can make all the difference – whilst helping to support your commercial goals.

Visit taylorsoutofhome.co.uk/accommodation to make every guest’s stay a proper one.

REDEFINING LUXURY

On 11 and 12 March, the Independent Hotel Show Amsterdam will be held for the fifth time. The overarching theme is Redefining Luxury, a topic that hotels are currently focusing on extensively. The new generation of guests is seeking a different kind of luxury. Increasingly, luxury is about a personal, meaningful, sustainable, and above all, social experience rather than gold-plated taps or turndown service.

On both days of the Independent Hotel Show

Amsterdam, there will be an extensive programme of lectures across various stages. Speakers include Mike Rawson, CIO of citizenM, Sem Schuurkes, co-founder of CityHub, and Sylvain Floriant from STR, who will share their expertise. All current topics in the hospitality industry will be covered, from technology to design, revenue to reputation management, branding to staffing, and sustainability to social responsibility. The theme Redefining Luxury is explored in various ways, with different examples showcasing how hotels are responding to it.

Networking

More than 200 representatives from top selected brands will showcase the latest trends in hospitality, from top designers to software developers. Leading brands such as Geberit and Auping, innovative companies like Runner. ai and Sonte, and designers such as King Kongs and Expoflora will be present. These partners can support hotels in adapting to the evolving expectations of guests. Additionally, there will be ample opportunities for networking and sharing knowledge and experiences with fellow hoteliers.

“Boutique Hotels Shape the Hotel Market”

Fifth

Anniversary Chaya Huisman of the Independent Hotel Show Amsterdam states: “This upcoming edition will be extra special as it marks the fifth anniversary. Over the years, the Independent Hotel Show Amsterdam has grown into a leading event for the hotel industry in Belgium and The

Netherlands. We can clearly see that boutique and luxury hotels are shaping the market and that the hospitality industry is evolving much faster than just a few years ago. This makes it even more important for us to offer relevant content.”

Independent Hotel Show

The Independent Hotel Show originated in London and is now held annually in Amsterdam, Miami, and Munich. It has become the leading platform where international owners and managers of boutique and luxury hotels meet and stay informed about the latest developments in their industry. During the Independent Hotel Show, the Independent Hotel Show Awards are also presented, recognising achievements such as the Independent Hotel and Independent Hotelier of the Year. www.independenthotelshow.nl/en

THE BRADLEY HARE

Nestled in the heart of Wiltshire, The Bradley Hare is a celebration of heritage, hospitality, and contemporary charm. With its roots in the historic Duke of Somerset’s estate, this venue seamlessly blends tradition with modernity. To uncover what makes The Bradley Hare truly unique, we sat down with General Manager Conor Riches. From its carefully crafted guest experiences to its commitment to sustainability and local craftsmanship, Conor shares the secrets behind this quintessential yet forward-thinking countryside retreat.

Introduce us to The Bradley Hare and the unique accommodation it offers.

The Bradley Hare is a beautifully renovated 19th century coaching inn set within the grounds of the Duke of Somerset’s estate, on the Wiltshire-Somerset border. We offer our guests an indulgent, cosy, and authentic countryside experience. Boasting twelve elegant rooms, individually styled by James Thurstan Waterworth, each effortlessly juxtapose unique antique furnishings and luxurious fabrics with modern comforts and contemporary art. Taking inspiration from local countryside produce, we

offer food that is unpretentious and flawlessly executed. Our guests can enjoy the rustic bar restaurant, or the perfectly proportioned Snug for a fireside nightcap.

Offering fresh and locally sourced dishes in the restaurant is a priority at The Bradley Hare –can you tell us about this and your zero-waste philosophy?

At The Bradley Hare we work closely with our local suppliers for the best quality seasonal, fresh, sustainable produce, meat, and fish. With this in mind, the menu is

designed to reflect the best dishes, upscaling pub classics to higher end dining. Our chef works by the waste not, want not philosophy, utilising all stock and minimising wastage, with our ultimate goal being to run a zero-waste kitchen.

Tell us about the addition/partnership of The Bradley Pantry, where the idea came from and the benefits it offers to The Bradley Hare and its guests.

Across the road from us, The Bradley Pantry is its own entity owned and run by Mark Lucas-Phillips. The pantry adds a coffee shop/farm shop to the village and is a lovely spot to grab a coffee and cake, enjoy a light lunch or browse the locally sourced produce stocked by local farms and suppliers. The pantry offers an alternative to guests staying with us on a longer break, as they can grab a quick bite to eat or stock a picnic to take on an exploration through the beautiful countryside surrounding Maiden Bradley.

The tranquil countryside surroundings offer a competitive edge to the venue, how do you leverage this in your offering in order to make the most of it?

Our website boasts about the location being in the West Wiltshire Downs Area of Outstanding Natural Beauty, which offers our guests an exciting and deep exploration of the countryside. This is a particularly wonderful unique selling point that encourages our guests to break away from the hustle and bustle of day-to-day life, take the chance to dissociate and unwind in long country walks, explore nature, and truly go back to the basics of relaxation. Our rooms also hold QR codes that take you to AllTrails, an app designed for exploration, recommending local walks that

can be taken from the door of The Bradley Hare or just a short drive away.

Trails include the Stourton and Maiden Bradley Circular, a magnificent year-round route that winds through England’s quiet natural splendour. Furthermore, the village is set amidst historical monuments such as King Alfred’s Tower, cultural landmarks such as the enchanting Great Bradley Wood and Little Bradley Wood, and charming towns such as Bruton, Frome, as well as the city of Bath.

What are some other standout amenities or services that set The Bradley Hare apart from other boutique hotels?

We offer standout excellent service, a premium and quality dining experience, elegantly designed boutique rooms cared for by our outstanding housekeeping team, set in the heart of a village full of history and nature. We therefore are a true country escape that brings the design, quality and wonder of a city boutique hotel, to the countryside.

How does The Bradley Hare stay ahead of trends in boutique hospitality while maintaining its unique character?

We have worked incredibly hard to mould and form The Bradley Hare into the outstanding hotel and restaurant that it is. Working closely with our suppliers to source the best quality food product to deliver in our restaurant, creating our menu around the seasons as well as designing tasting menus and set menus, with new and exciting offers. We ensure a modern, contemporary, and delicious experience for all guests. Having been beautifully designed by James Thurston-Waterworth, The Bradley Hare provides elegant rooms that standout to our guests and bring us to the forefront above other hotels.

@thebradleyhare

KEEPING A FINGER ON THE PULSE

We are in conversation with Chief Operating Officer at Pulse Hotels & Resorts, Althaf Mohamed Ali, to find out more about the exquisite Pulse properties and how the portfolio has evolved based on unique guest demands and industry developments.

Pulse Hotels & Resorts, a prominent hospitality group in the Maldives, manages several notable properties, including Kandima Maldives, Nova Maldives, and the upcoming Coral Residences at Kandima.

The story about how the group was established is unique, as Mr Ali revealed that back in 2017 when the owners decided to look at a hospitality venture, they wanted to “Reimagine how the Maldives is perceived in terms of a tourist destination.” Because of its history that spans over more than 50 years, it has always been “One dimensional with sun, sea and sand,” added Mr Ali.

The Pulse owners realised that long-term, this wasn’t enough to provide a sustainable business plan because there would be other destinations offering similar experiences. Mr Ali explained, “In that scenario it makes it difficult to stay relevant in terms of having that niche.

“So, we decided to look at the Maldives in a very different perspective and rather than just creating a brand, we looked at creating conceptual experiences.” The team moved forward and made that the base of each resort’s story. “Rather than just creating another resort and labelling it as four or five star, we steered away from the product driven approach. Our focus in terms of Pulse, is purely experiential.

“We want to create experiences in each of our resorts that are very different, authentic and appeal to the wider demographic of clientele, rather than the typical Maldives custom of honeymooners.”

Located in Dhaalu Atoll, Kandima Maldives is a lifestyle resort spanning approximately three kilometres. The first resort in the Pulse portfolio, it offers a diverse range of accommodations, including studios and villas, catering to families, couples, and groups. The resort boasts numerous amenities, such as one of the longest outdoor pools in the Maldives, multiple dining venues, a spa, and extensive recreational facilities, including water sports, tennis courts, and an art studio.

The team at Pulse called the concept a ‘lifestyle’ and were keen to ensure that Kandima offered guests a holiday that would not become boring. Mr Ali added, “We knew we needed to create a model to create a kind of environment that provides activity, entertainment and value, whilst making the most of the stunning surroundings.” With this in mind, Kandima as a product has huge, diversified options to suit a range of guests, starting from a budget conscious traveller to a regular affluent nomad.

Not wanting guests to feel restricted with an ‘all inclusive’ package, Kandima also uniquely introduced 10 food and beverage outlets that are made up of six restaurants and four bars, including a barista.

With entertainment another fundamental pillar in the offering – just last year, Kandima introduced the concept of electric go karting! Mr Ali said, “We are one of the few resorts that has invested heavily into entertainment.

“For the first time in the in the history of the Maldives, go karting has been introduced via our 500 metre track along sweeping island views. These use electric cars, so there is absolutely no problem in terms of polluting the environment with either sound or fossil fuel.”

Moving on from Kandima and realising that they wanted to eliminate any kind of restrictions in their next property, that’s exactly what the team did when they opened Natilus. Mr Ali said, “With other places, you have restrictions in terms of timings as to when restaurants, pools and gym faiclities open and close.

“We decided to completely change the ultra-luxury paradigm and create a resort that completely throws the rule book out of the window. We don’t have any rules, they are set by the guest.”

He continued, “The first thing we said was, ‘we need to eliminate time’, so, simply time does not exist.”

The Nautilus transcends time. There are no clocks, no schedules, no opening or closing times. At the resort, every moment is fluid.

“In the Nautilus, we refer to times by what we call by the rhythms of the day; sunset, sunrise, dusk, twilight, high tide and low tide,” added Mr Ali.

The Nautilus boasts 26 private residencies and each one comes with its own private pool. For the first time in the Maldives, every private pool is temperature controlled, so guests get to decide the temperature even prior to their arrival.

The team work to include the comforts of home for guests, from the minibar to the linen to the temperature - every aspect of the accommodation is customised individually for each stay. The concept of food and beverage is described as “unscripted”. Mr Ali explained, “We have five restaurants for 26 rooms but guests can walk in any time because they have no opening or closing time. They can either from the guide menu or off of the menu –we are happy for them to bring us family recipes or show us a dish they’ve seen on social media and would like to eat. We call it ‘free spirited’.”

Adding to their already incredible repertoire, Nova Maldives is another property under Pulse Hotels & Resorts, based in a very unique location in the southern part of the Maldives, Nova is known for its contemporary design and personalised services.

Mr Ali explained that the team were keen to create a concept that would appeal to younger travellers like the millennials, and, this is that. “We call it Nova. We don’t say that it’s adult only, rather – adult-friendly. It’s a very chilled out, Maldivian island with just 76 villas.”

The resort is recognised for offering exceptional experiences and world-class service, aligning with the group’s commitment to innovative hospitality concepts. Smart, playful, rooted and responsible, Nova embodies the very essence of the Pulse Hotels & Resorts brand, infusing

genuine hospitality with a human touch and innovative solutions that make use of the latest technology — not to mention a playful spirit.

Launched in November 2024, the Pulse family proudly introduced The Coral Residences, Kandima. Nestled on the northern end of the lush and green three-kilometre long Kandima Integrated Island Resort in Dhaalu Atoll, this residential development is a first of its kind and set out to redefine luxury living in the Maldives.

Designed and crafted with meticulous attention to detail, The Coral Residences, Kandima, is a unique, integrated beachfront residential community with exceptional 5-star service, situated in the heart of the Maldives.

The Coral Residences comprises of 40 exquisitely designed two bedroom and three bedroom apartments. All apartments feature contemporary design and chic interiors, high-end finishes, state-of-the-art appliances, and unobstructed panoramic sea views across the Indian Ocean. Residence owners can enjoy exclusive access to a host of premium facilities, including a private beachfront pool, a gourmet restaurant and bar, dedicated fitness and recreation facilities and a 24-hour concierge service.

“We were thrilled to introduce The Coral Residences, Kandima, to discerning local and international buyers,” said Sanjay Maniku, Managing Director of Pulse Hotels & Resorts. “With its unparalleled design and amenities, we encourage homeowners to take advantage of a limitless world of activities and experiences on offer at Kandima. We believe this development sets a standard for luxury living in the Maldives.”

Mr Ali finished “Within the short time of being established, I think we the amount of accolades that we have received is quite remarkable, including being continuously involved in the top resorts in the Maldives in Condé Nast Readers’ Choice, starting from 2020 up until as recent as 2024.”

Pulse Hotels & Resorts continues to expand its portfolio, offering innovative and luxurious hospitality experiences in the Maldives.

WE’VE GOT YOU COVERED

Ensuring comprehensive protection at your hotel is essential. In line with this, David Noble, Director of Hospitality and Leisure at James Hallam, outlines five types of insurance your hotel shouldn’t be without.

1

BUSINESS INTERRUPTION .

Business Interruption (BI) insurance ensures a hotel can maintain financial stability during disruptions. An adequate period of indemnity is critical as it reflects the realistic time needed to recover and restore operations after a loss. Increased Cost of Working (ICOW) allows additional expenditure to minimise loss, such as renting temporary facilities. Denial of Access protects against losses when the hotel is physically or legally inaccessible. Loss of Attraction covers revenue losses caused by adverse events that deter guests.

3

MITIGATION

Mitigation focuses on reducing risks and meeting insurer requirements to secure the best possible coverage. Hotels must understand policy wordings, warranties, and exclusions to avoid unexpected claim denials. Insurers expect hotels to implement sufficient fire safety, security measures, and risk assessments. Proactively addressing vulnerabilities shows commitment to loss prevention. Reviewing whether current mitigation measures are adequate can lead to lower premiums and better coverage terms. Regularly engaging with insurers is essential.

5

CYBER

2

BUILDINGS

Accurate, up to date rebuild valuations for hotel properties are vital to ensure adequate coverage in case of loss. If the sum insured is too low, the “average clause” in insurance policies may lead to partial claim payments, leaving the hotel undercompensated. Regular professional valuations account for rising construction costs, inflation, and local regulations. This ensures the hotel avoids financial shortfalls during rebuilding. An accurate valuation not only protects the physical property but also ensures the smooth continuation of business.

4

DIRECTORS AND OFFICERS

Directors and Officers (D&O) insurance protects individuals in leadership roles from personal liabilities arising due to corporate decisions. In the hospitality industry, this is crucial due to risks like regulatory violations, mismanagement, or accusations of gross negligence. Strong corporate governance practices reduce the likelihood of claims but does not eliminate them entirely. D&O insurance provides financial protection for legal costs, settlements, or judgments, ensuring the company and its leadership can continue operating without severe financial strain.

Cyber insurance is increasingly critical for hotels due to the sensitive guest information they handle, including payment details and personal data. Hotels are also increasingly reliant on networked POS systems, booking systems and accounting. Coverage for data breaches, ransomware, and operational disruption is essential. To secure this coverage, hotels must implement robust protections like firewalls, encryption, and regular security patches. Routine testing, such as penetration tests, ensures systems can withstand evolving threats. Reviewing and updating cybersecurity policies ensures compliance with regulations and insurer requirements. jameshallam.co.uk

TAKING ACTION

The safety and wellbeing of guests are at the heart of hospitality. However, the industry is confronting the unsettling reality that hotel spaces can, in rare but devastating cases, be misused by criminals to exploit children. In response, UKHospitality, is supporting Operation Makesafe—a national police initiative aimed at preventing child sexual exploitation – Chief Executive at UKH, Kate Nicholls, shares the details.

Keeping guests safe is hospitality’s top priority, and I know how much importance our hotels place on doing just that.

That’s why it’s utterly appalling that the privacy offered by hotels to their guests is, in some instances, being abused by criminals to sexually exploit children.

That’s a shocking sentence to read, but something we as a sector have to acknowledge can happen in our premises –a single incident is of course one too many. We are, though, doing all we can to lead the way in preventing these cases.

Alongside members like Accor, Hilton, Marriott and Travelodge, UKHospitality is supporting Operation Makesafe, an important national police initiative that aims to prevent and stamp out this abhorrent crime.

The work to stop it, through Operation Makesafe, is being overseen by the Child Sexual Exploitation Taskforce, and provides hotels with the resources they need to help train staff on how to spot the signs, help prevent incidents, and how to report it to the police if they suspect an incident is taking place.

There are many red flags that an incident is taking place, such as children appearing scared, guests refusing to hand over ID, or insisting on paying in cash. Ways to deter criminals is to demand ID, ensuring CCTV is operating and making sure housekeeping visit rooms regularly.

These are laid out in the comprehensive guidance provided by the police for hospitality businesses, which any hotel or accommodation business can access on our website: https://www.ukhospitality.org.uk/guidance/ preventing-child-sexual-exploitation/

I know many hotels already ensure staff are trained for this, but for others it might be new. Regardless of which camp you’re in, I’d urge you to read the available resources.

Our commitment to this cause is making a difference, and at the recent launch of Operation Makesafe, Jess Phillips, Minister for Safeguarding and Violence against Women and Girls, said: “I commend the police, hotel industry and third sector partners like Children’s Society

for working together to bring these heinous crimes out of the shadows. By training hotel staff to spot signs of exploitation in their premises, more children will be saved from this horror.”

This is such an important initiative, and I’d encourage all hospitality businesses to stay informed about it.

Kate Nicholls Chief Executive UKHospitality

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