Hotel Magazine March 2025

Image courtesy of The Savoy

FILL YOUR SPACE WITH SOUND.

In the ever-evolving landscape of the hospitality industry, hotels are constantly exploring new and innovative ways to enhance guest experiences, making your hotel, the place everyone wants to stay at. With TheMusicLicence, you can create a well thought out soundscape that can serve as an extension of your hotel’s interior design.

MARCH 2025

Welcome to the March issue of Hotel Magazine, where innovation and inspiration come together to shape the future of hospitality. As we step into the long-awaited spring, it’s the perfect time to explore how our industry can harness the latest tools and trends to elevate guest experiences and remain ahead of the curve.

This month, our spotlight is on Technology—a cornerstone of modern hospitality. In our feature which explores ‘How to Capitalise on Technology to Drive Loyalty Programs at Your Hotel’, we delve into how digital tools can transform guest engagement. From intuitive mobile apps and personalised offers, to seamless booking platforms, technology is reshaping the way hotels foster loyalty. Discover practical strategies to leverage these innovations, ensuring your property not only attracts repeat visitors but also builds lasting relationships.

Design and Interiors also take centre stage in this issue. With guest expectations evolving, it’s more critical than ever for hotels to reflect their target clientele in every design choice. Our next article looks into ‘How a Hotel Can Ensure Its Interior Design Aligns with the Target Clientele’, we explore how aesthetics and functionality come together to create spaces that resonate. Whether it’s bespoke furniture, locally inspired art, or the integration of sustainability, this feature provides actionable insights to help your property stand out and make a lasting impression.

Beyond these key features, you’ll find a wealth of articles celebrating the creativity, resilience, and adaptability of the hospitality industry. From case studies of pioneering hotels to expert commentary on market trends and all of our muchloved regular features, our goal is to provide you with the tools and inspiration to thrive in an ever-evolving sector.

As always, I welcome your feedback and ideas. Hotel Magazine is your platform, and your insights are invaluable as we continue to serve as a trusted resource for hospitality professionals worldwide.

Enjoy!

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

10 INDUSTRY NEWS

Keeping you up to speed, we share the latest happenings from the hotel sector.

13 HOTEL MAGAZINE AWARDS

As the event grows nearer, we unveil more huge names as sponsors of the HMAs.

23 DESIGN & INTERIORS

With help from industry experts, we share details on how to ensure your hotel’s interior design aligns with your target clientele.

32 HOTEL OF THE MONTH

Ideally situated in the heart of Belgravia, with views over Hyde Park Corner Peninsula London occupies one of the city’s most prestigious addresses and this March features as our Hotel of the Month.

46 TECHNOLOGY

We explore how you can capitalise on technology in order to drive loyalty programmes at your hotel.

66 IN THE HOT SEAT

Taking to our Hot Seat this month is the esteemed Anna Sebastian, Global Hospitality Consultant for luxury hotels and Founder of Celebrate Her.

DESIGN AND PRODUCTION

Grant Waters grant@cimltd.co.uk

James Taylor james@cimltd.co.uk

SALES DIRECTOR

Tom Woollin

CHIEF EXECUTIVE

John Denning

Saltmoore, North Yorkshire Welcomes Brian van Oosten

as General Manager

Following its opening in November 2024, luxury nature-based retreat Saltmoore in North Yorkshire has announced the appointment of Brian van Oosten as General Manager. Brian brings over 30 years of hospitality experience and a dynamic approach, joining Saltmoore following recent positions at Grantley Hall and for Carlton Towers Estate where his roles as Deputy General Manager and Estate Director respectively were central to upholding the successes of each business both financially and operationally. Throughout his career Brian has also held senior managerial positions across an array of notable hotels including Wynyard Hall, Hotel du Vin & Bistro Harrogate and The Devonshire Arms Country House Hotel & Spa.

Perfectly positioned between the sweeping sea and the vast North York Moors, Saltmoore encompasses two brand new hotels with 72 bedrooms in total, a state-ofthe-art spa with treatment journeys by Wildsmith Skin, and an array of F&B outlets. The brainchild of powerhouse construction and property development firms O’Shea Group and Galliard Homes, plans to build 184 lodges over five years for independent ownership will see Saltmoore bring a new level of luxury hospitality to North Yorkshire, something which Brian’s wealth of experience is well

equipped to assume responsibility over alongside Deputy General Manager Jayne Cartwright.

Speaking of his appointment, Brian said, “I am delighted to be joining Saltmoore at such a pivotal time for the property and brand at the beginning of its first year of operations. I am excited to play a role in the repositioning of this site. Projects at this level are rare, we have all the ingredients of a truly industry-leading offering in the luxury space from design, food offering, wellness, location and honest Yorkshire hospitality. The future looks bright for all at Saltmoore”.

Eden Hotel Collection lands green tourism accolade amid net zero ambitions

Aboutique hotel collection has landed a worldleading certification for its green credentials after a bumper year of sustainability successes – as it strives to become net zero by 2040.

Eden Hotel Collection, which has five luxury hotels in the Midlands and South West, have been recognised by Green Tourism – a certification that has been assessing travel, tourism and hospitality businesses’ approaches to sustainability for more than 27 years.

Expert assessors provide certification via bronze, silver and gold gradings, with two of the Collection’s hotels –Bovey Castle and Mallory Court Hotel and Spa – achieving gold.

The Arden Hotel, The Greenway Hotel and Spa, and Brockencote Hall were awarded silver.

Appointing “green champions” at each hotel to strive for a consistent approach to sustainability was key to landing the accreditation.

This has enabled each hotel to engage in and evidence practices across wide-ranging areas such as community engagement, employee health and wellbeing, and customer experiences, through to energy usage, carbon reduction and waste management.

Other achievements have seen each hotel now operating on 100% renewable energy, while the Collection’s waste last year saw 35.5% directly recycled; with 55% converted into

renewable energy and 9.5% anaerobically digested.

Four of Eden Hotel Collection’s hotels now have kitchen gardens, while three hotels have introduced beehive experiences for guests, and a new meadow ‘Marion’s Garden’ has been grown at Bovey Castle.

Jayne O’Malley, Group Operations Director at Eden Hotel Collection, has worked closely with each hotel and Green Tourism’s assessors to develop the organisation’s green credentials.

Jayne said: “Sustainability is much more than simply adopting environmentally friendly practices. It’s about creating a sustainable business in every sense – from our people, through to the growth of our own organisation and our supply chain.”

www.edenhotelcollection.com

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HOTEL MAGAZINE AWARDS

JUDGE’S PROFILE

Proud to reveal yet another well-known face you may recognise who is joining our esteemed judging panel at this year’s HMAs is Abu Bundu-Kamara, Senior Director, Global Inclusion & Diversity at Expedia Group! We caught up with Abu to find out what it means to be a part of the event and why he think industry events are invaluable.

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

I was honoured to be asked to judge at the Hotel Magazine Awards. It is a super exciting event and there are an array of phenomenal nominations! The event itself is going to provide ample networking opportunities and will be an evening to remember.

Can you tell us about your approach to judging the competition?

My focus and attention is centred around the quality of each entry and I will judge each one on a three point key criteria. This includes creativity, quality, and contribution to DEI (Diversity, Equity & Inclusion). Whoever we decide on will be an incredibly worthy winner.

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

I think industry events are a key pillar of hospitality and championing excellence is essential for growth in any sector. The incredible opportunity to make a difference in this industry and be part of one of the best award shows is an incredible feeling – who wouldn’t want to be a part of it?!

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

Through my role as one of the judges on the panel, I hope to be able to act as a coach and mentor to the winner, lending a hand with any support they need in line with Diversity, Equity & Inclusion.

What qualities do you look for in award nominees?

A successful applicant should show immense amounts of determination, commitment, respect, drive, innovation, creativity, selflessness and impact - these are the key qualities I will be looking for and I really look forward to it.

“My focus and attention is centred around the quality of each entry.”

COMPANY PROFILE

Beluga Vodka are the official vodka cocktail sponsor at this year’s Hotel Magazine Awards. As the event date draws closer, we spoke with Nick Duncan, UK Country Manager for Noblewood Group, to find out what the awards mean to them and how the brand represents luxury in hospitality.

Please introduce Beluga and what you strive to achieve within the hospitality sector.

Beluga Vodka represents the pinnacle of luxury in the super- and ultra-premium vodka categories, crafted for discerning consumers who value excellence. Made from 100% Nordic grain and pure spring water sourced in Montenegro, it undergoes an intricate six-stage distillation process at our state-of-the-art distillery. The result is an exceptionally smooth vodka, celebrated globally as the ultimate choice for refined tastes.

Best consumed with caviar, Beluga embodies sophistication and luxury, making it a perfect fit for the world’s most prestigious five-star hotels and their discerning clientele.

Within the hospitality sector, Beluga strives to be the super-premium vodka of choice for five-star hotels, offering a distinct point of difference in an increasingly competitive market. For luxury venues that aim to stand out, serving Beluga ensures their guests enjoy a truly elevated experience. By pouring Beluga, these hotels showcase their commitment to delivering exceptional quality and sophistication, far beyond the standard offerings found elsewhere.

Beluga Vodka is not just a product; it’s a statement of luxury and refinement, perfectly aligned with the ethos of five-star hospitality.

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

Beluga Vodka’s involvement in the Hotel Magazine Awards reflects our commitment to excellence and our alignment with the highest standards of the luxury hospitality sector. As the preferred choice of discerning five-star hotels worldwide, we believe in celebrating and supporting those who set benchmarks in hospitality. Partnering with the HMAs provides an opportunity to connect with industry leaders who share our dedication to delivering unparalleled guest experiences. By being part of this prestigious event, we reaffirm Beluga’s position as the super-premium vodka brand that embodies sophistication, quality, and refinement—values that resonate deeply with the five-star hotel industry.

“Beluga Vodka represents the pinnacle of luxury.”

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

The Hotel Magazine Awards (HMAs) play a key role in shaping the future of the hotel sector by highlighting innovation, excellence, and leadership across the industry. They inspire hotels to continually elevate their offerings, setting new benchmarks for luxury, service, and guest experience.

By recognising and rewarding exceptional achievements, the HMAs encourage competition and innovation, ensuring the sector evolves to meet the ever-changing expectations of discerning travellers. For brands like Beluga Super Premium Vodka, the HMAs provide a platform to collaborate with industry leaders, fostering partnerships that push the boundaries of luxury hospitality and deliver truly unforgettable experiences.

vodka-beluga.com

COMPANY PROFILE

Lockhart Catering Equipment proudly serves as the official exclusive tableware sponsor for this year’s Hotel Magazine Awards.

With the event fast approaching, we sat down with Simon Britten, Head of Marketing at Lockhart Catering Equipment, to explore the significance of the awards for the brand and how it embodies luxury in hospitality.

Please introduce Lockhart and what you strive to achieve within the hospitality sector.

Lockhart Catering Equipment is the UK’s largest supplier of light and heavy equipment, with over 32,000 products across more than 400 brands in its extensive portfolio.

As a division of Bunzl, Lockhart Catering Equipment serves as a one-stop-shop for hotel operators looking for everything from glassware to warewashers, tableware to refrigeration, workwear to buffet display solutions, and everything in between.

Offering next day delivery on thousands of items and exclusive warranties from some of the biggest names in the industry, Lockhart’s unaffiliated status to any one manufacturer enables them to offer a broad spectrum of options.

As one of the UK’s leading catering equipment suppliers, Lockhart leverages its position at the centre of the supply chain to positively influence suppliers and operators to improve their sustainability practices. Lockhart is on track to become carbon net-zero by 2030, thanks to its pioneering Sustainable Future roadmap, with ambitious plans to bring this goal forward.

Why was it so important for Lockhart to be involved in the HMAs?

Lockhart is proud to work with a wide range of hotel chains including Marriott, Hilton & Radisson. Through years of expertise & research, Lockhart have produced Hotel Brochures featuring curated Catering Equipment specifically for this sector, and Lockhart is delighted to be providing its exclusive Glacial Crystal glassware for the first ever Hotel Magazine Awards ceremony. The Glacial collection offers a stylish and versatile range of stemware, tumblers, and barware, all offering a pure, crisp, ice-like clarity to help hotels achieve a timeless and clean-cut aesthetic.

As a pioneer in the industry, Lockhart is committed to fostering innovation and supporting forward-thinking objectives, such as the HMAs, which strive to highlight some of the most exciting venues and developments in the hotel sector.

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

sector?

The HMAs will be instrumental in shaping the future of the hotel sector. Expert judges will utilise their experience to decide category winners, highlighting the locations and sites that are leading the way in the industry.

Lockhart’s sector-specific team is well-positioned to make relevant recommendations specific to hotel operators’ unique requirements. Hotel operators that wish to see the result of the HMA’s influence in person can visit Lockhart’s London Innovation Centre, which offers a year-round showcase updated to reflect experts’ insights. The custom 2600 sq. ft. studio centres around Lockhart’s vision of “innovation and inspiration of the preparation and presentation of food”, and benefits from several fully functional demonstration areas, so operators can decide what equipment is best suited for their hotel.

Bunzl Lockhart Catering Equipment is a leading supplier of light and heavy catering equipment in the UK, with a central London showroom open to the public. To find out more visit www.lockhart.co.uk/innovation

“Lockhart is on track to become carbon net-zero by 2030”

COMPANY PROFILE

We’re ecstatic to announce Stuncroft as the official uniform sponsor at this year’s Hotel Magazine Awards. In this insightful interview with Michael Turner, Managing Director at Stuncroft, we find out what it means to be a part of the event and the brand’s aims within the hotel sector.

Please introduce Stuncroft and what you strive to achieve within the hospitality sector. Since its establishment in 1975, Stuncroft has built a reputation as a trusted supplier of high-quality tailoring for some of the world’s most renowned hotels. With decades of experience in providing bespoke and readyto-wear tailoring, Stuncroft has become synonymous with exceptional service and superior craftsmanship.

Under the Stuncroft brand, we offer a variety of services to meet the diverse needs of our clients. Whether you are looking for a high-end, bespoke service or a more budgetconscious option, we have a solution designed to align with your specific requirements.

For hotels seeking a truly unique and tailored experience, our Stuncroft Made to Measure Service provides high-end garments that are crafted to your precise specifications. With attention to every detail, from fabric selection to design customization, we deliver garments that perfectly reflect your brand’s image and elevate your hotel’s reputation.

In today’s professional world, creating a unified and polished appearance for your team is more important than ever. But let’s face it—not everyone is the same shape, size, or style. That’s where Clubclass shines. We bring our expertise directly to you, offering a on-site measuring and sizing service to ensure every team member gets the perfect fit. Whether it’s jackets, trousers, skirts, or dresses, we’ve got you covered. Our collection features a wide array of sizes, lengths, and styles—designed to suit every body type. This attention to detail not only ensures a seamless fit but also boosts confidence, helping your team look and feel their best every day.

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

We are proud to be part of an event that recognizes and celebrates the exceptional people who make the hospitality industry so outstanding. We look forward to continuing our mission of providing tailored solutions that help elevate hotels and their teams to new heights.

At Stuncroft, we believe that a well-crafted, tailored uniform is more than just clothing – it’s an integral part of

your team’s identity and the lasting impression you make on your customers. A good uniform serves as a reflection of your brand’s values and commitment to quality, and it has the power to bring teams together, fostering a sense of unity and professionalism.

Tailored garments are an investment in your team and your hotels reputation. When your staff look and feel their best, it enhances the overall guest experience, creating a memorable visit that guests will associate with the excellence your hotel represents.

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

The Hotel Magazine Awards are more than just an opportunity to honour excellence—they are a driving force that propels the hotel industry forward. But beyond the accolades, the awards play a crucial role in shaping the future of hospitality by influencing trends, setting industry standards, and encouraging progress.

At the heart of the Hotel Magazine Awards is the celebration of creativity and innovation. From cutting-edge design to groundbreaking guest experiences, the awards spotlight those who are leading the charge in transforming the hotel industry. Whether it’s the latest advancements in technology, sustainable design practices, or imaginative ways to enhance guest satisfaction, these awards bring forward the trailblazers who are shaping the industry’s future. stuncroftmtm.co.uk

CRAFTING LUXURY NATURALLY

In an interview with Camille Vautier, Director of L’Occitane en Provence Hospitality, we reveal how the brand is setting new benchmarks in wellness and eco-conscious luxury for premium hotels, reflecting the brand’s dedication to celebrating natural beauty and artisanal heritage.

What sets L’Occitane en Provence’s hotel amenities apart from other luxury brands in the hospitality sector?

Our amenities ranges combine luxury with a strong commitment to sustainability, offering expertly formulated products with high levels of natural origin ingredients, mostly sourced in France. L’Occitane en Provence, a longstanding eco-pioneer, collaborates with local producers, ensuring ethical sourcing and quality. With more than 40 years of experience in sustainable beauty and wellness, and 25 years of expertise in hospitality, we have become a trusted name in the hotel industry. Obviously, our focus is on leading four and five-star hotels, but we also extend our services to premium airlines, luxury cruise lines, high-end gyms, clinics and restaurants. It’s also key to mention that we own our brand and have a dedicated in-house hospitality structure, with our own laboratories and pack teams, and reactive supply chain. We also have a fantastic global reach thanks to the strength of our retail brand worldwide. The bottom line is that we are more than just suppliers of amenities; we are a 360° partner that clients can rely on if, for example, they want to foster marketing activations or social media visibility.

How important is sustainability to your brand and the hospitality sector in general?

Sustainability is a cornerstone of L’Occitane en Provence’s ethos, reflected in our status as a Certified B Corporation, and Clean Charter, which both underline our commitment to contributing towards an eco-friendly and healthier planet. We are also proud of our recently introduced one-litre PETR refill bottles for our brand new Lavande Blanche (White Lavender) and Jasmin Bergamote (Jasmine Bergamot) and existing Verveine Agrumes (Citrus Verbena) amenities ranges. These are made from 100% recycled and recyclable plastic PETR bottles whose design won us

a 2024 PCD Award. The brand’s focus on reducing waste and fostering eco-friendly innovations, like introducing climate-resilient lavender varieties, exemplifies its dedication to environmental responsibility. Such efforts align with the growing demand for sustainable practices across the whole hospitality eco-system and value chain.

Can you tell us about any recent innovations or standout products in your hotel amenities ranges?

The launch of our brand-new luxurious Jasmin Bergamote and Lavande Blanche ranges combine sleek and chic,

elevated design with enhanced sustainability standards. Designed to harmonise with L’Occitane en Provence’s retail offerings, the new 400ml dispensers exude sophistication. The bottle design takes inspiration from a traditional Provençal stone arch, with elegantly curved shoulders and premium labels that feature the brand’s newly introduced monogram. Available with gleaming silver or semimatte black brackets, the dispensers blend elegance and practicality. For enhanced convenience, labels on both 2 dispensers and refill bottles include intuitive symbols— such as stars and circles—for quick product identification, making life easier for busy hotel housekeepers. As a brand, our sensorial formulas are designed to enhance the guest’s senses and overall experience and with these desirable new collections we have extended our olfactive portfolio further. The Jasmin Bergamote range offers a universally appealing, radiant and delicate fragrance, combining sweet jasmine with the zesty freshness of bergamot. Meanwhile, the Lavande Blanche range features lavender essential oils for a calming and aromatic experience, reminiscent of freshly laundered Provençal linens.

What type of hotels or resorts do you see as the best fit for the L’Occitane en Provence amenities?

L’Occitane en Provence amenities are tailored for premium four and five-star hotels whether independent or part of a group, and luxury resorts. We know that we are one of the leading brands of choice for high-end establishments that share our ethos when it comes to amenities. They want luxurious formulas and products with authentic and ethically sourced ingredients that offer a superior guest experience. These products particularly resonate with properties seeking a harmonious blend of luxury and environmental responsibility.

How do L’Occitane en Provence amenities enhance the guest experience in hotels?

The brand’s amenities elevate the guest experience by offering high-quality products crafted with luxurious textures and fragrances inspired by Provence. The intuitive

and pleasing dispenser design and premium ingredients ensure ease of use and a promise of true indulgence. Clients are left with a lasting impression that L’Occitane en Provence is an authentic and deluxe brand that genuinely cares about client welfare and the environment.

With wellness and self-care increasingly important to travellers, how does the offering from L’Occitane en Provence Hospitality align with these trends?

Our Jasmin Bergamote and Lavande Blanche ranges are infused with calming and revitalising fragrances, geared to the sophisticated wellness-focused traveller. These products pamper and promote relaxation with their sensorial formulas while their sustainable packaging complements the mindful ethos of modern self-care.

Do you offer hotel Spa products and customised VIP gifts for guests in addition to amenities ranges?

Yes, L’Occitane en Provence Hospitality provides tailored solutions that include Spa products and exclusive gifts for VIP guests, ensuring a bespoke experience that enhances a hotel’s appeal to discerning travellers.

Do you have any exciting new hotel partnerships or events on the horizon?

We’re delighted to have partnered with Forbes Travel Guide at the Forbes Summit event in Monaco last month, and to have become a Forbes Travel Guide/ASTRIA™ approved vendor. Meanwhile, we have many exciting new hotel partnerships on the boil. We have very recently partnered with some exceptional properties such as The Excellence Collection in Mexico & the Caribbean (nine hotels), Black Desert Resort Hotel in the US, and additional properties in the UK with Cheval Blanc Collection. We have also provided Philippine Airlines with kits for its business class. There’s much more to come so stay tuned!

uk.loccitane.com spa.loccitane.com

REDEFINING LUXURY

On March 11 & 12, the Independent Hotel Show will be organised for the fifth time. A special edition focused on Redefining Luxury. For two days, international experts will take the stage to share their vision on this topic and other challenges hoteliers face today. We asked some speakers to respond in advance to the theme, based on their own expertise.

Seminar Programme

A first speaker lineup for the Independent Hotel Show Amsterdam. For the full seminar program and registrations, please check the website.

- Mike Rawson - CIO citizenM

Optimizing technology to take your hotel to the next level

- Sylvain Floriant – STR

An overview of the hospitality market in the Benelux 2024

- Michael Grove – CEO

Finding new and creative ways to maximize revenue

- Sem Schuurkes - Co-founder CityHub

Green Keys to Growth: Sustainable Hotel Operations

- Erik-Jan Bausch - GM Leonardo Hotels

Green Keys to Growth: Sustainable Hotel Operations

- Evy de Groote - Expension Manager Benelux limehome

Embracing responsible hospitality and implementing innovative solutions

- Vincent van Dijk - trend forecaster HBMEO

Official Opening: Redefining luxury – the latest hotel trends

- Linde Borger - Regional Manager Hotels for Trees

Embracing responsible hospitality and implementing innovative solutions

- Neetu Mistry - Chief Commercial Officer Cycas Hospitality

Finding new and creative ways to maximize revenue

- Chrissy van Meersbergen - Owner Green Label Service

Embracing responsible hospitality and implementing innovative solutions

Radically changes are needed

The demand for luxury products is increasing, especially among younger generations, but they seek more social, personal, inclusive, sustainable, healthy, and creative forms of luxury. “No golden faucets, but yoga and mindfulness. No turn-down service, but entertainment. No valet parking, but giving back,” says trend forecaster Vincent van Dijk, who, just like last year, will deliver the opening keynote. “Hotels are in the middle of a transition. If you don’t radically change your business, you’ll be left behind. This is not only important to attract guests but also to recruit and retain staff. Younger generations have different expectations of their workplace.”

Connect on an emotional level

The fast-growing hotel chain citizenM has had a huge lead since its founding in 2008 when it comes to redefining luxury for the new traveler. Chief Information Offecer

Mike Rawson: ‘Luxury hospitality is no longer defined by opulence alone. Today’s luxury is about creating authentic, personalized experiences that connect with guests on an emotional level. It’s about delivering a seamless guest journey and anticipating needs by using technology for personalisation at scale and automation at scale, while also respecting individuality and fostering a sense of recognition.’

Positive impact on the world is crucial

Linde Borger, Regional Manager at Hotels for Trees, a company that helps hotels and meeting venues transition: “It is crucial for hotels to recognize the broader benefits of sustainable business practices and integrate sustainability into their strategy. By implementing innovative initiatives, they can reduce their footprint and actively contribute to the protection of the environments and communities they depend on. Only in this way can they remain both sustainably profitable and make a positive impact on the world, which is essential for the resilience and future success of our industry.” Chrissy van Meersbergen, Green Label Services agrees: “Hotel guests are becoming increasingly aware of their ecological footprint but do not want to compromise on the luxury experience during their stay. Luxury and sustainability can not only go hand in hand but also enhance each other! We see a growing trend of high-end hotels focusing on the optimal guest experience while paying more attention to people and the environment.”

Enhance guest experiences

The Independent Hotel Show connects hotels with partners who can help enhance the guest experience, promote more sustainable business practices, or create interiors that align with contemporary desires. This could

range from a bedding brand that invests in recyclable mattresses or ones that allow guests to adjust temperature or firmness to their personal preference, to a company producing sustainable clothing specially designed for hotels by emerging or established designers. More than 200 selected brands showcase the latest hotel trends.

Seminar programme

The Independent Hotel Show has an impressive two-day lecture program. Experts from all over the world share their knowledge and experience on various platforms. All the current topics within the hospitality industry will be discussed, from technology to design, from revenuereputation management to branding, from staffing to sustainability, and from social responsibility to more.

Independent Hotel Show

The Independent Hotel Show Amsterdam is taking place for the fifth time, but its origins lie in London, where the successful event has been held since 2012. It has since evolved into an international platform for independent hoteliers, now also held annually in Miami and Munich.

Independent Hotel Shows 2025: Amsterdam March 11-12

Miami September 17-18

London October 6-7

Munich October 29-30

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DESIGN AND INTERIORS

ALIGNING DESIGN

Discover how tailoring your hotel’s interior design to reflect the preferences and expectations of your target clientele can create unforgettable guest experiences and drive loyalty.

In the competitive world of hospitality, the atmosphere of a hotel speaks volumes before a single word is exchanged between guests and staff. A hotel’s interior design does more than set the mood; it communicates your brand’s identity, attracts the right clientele, and enhances the guest experience. Whether your property caters to upscale business travellers, adventurous millennials, or families, the design must resonate with their expectations and preferences.

In this piece, we delve into the art and strategy behind aligning your hotel’s interior design with your target clientele. Featuring expert commentary from industry leaders, we explore the importance of knowing your audience, the latest design trends, and practical steps to ensure your spaces captivate and convert.

At Canne Bianche Lifestyle Hotel, the design philosophy centres around creating a seamless connection between the interiors and the surrounding environment. General

Manager Gianvito Mangano at Canne Bianche Lifestyle Hotel, recognises that the venue’s target guests seek relaxation, authenticity, and a sense of place, so the team prioritise natural materials, soft neutral tones, and elements that evoke the essence of Puglia.

“We incorporate traditional details, such as Puglian ceramics, antique farming tools, and wooden and wroughtiron furniture. These items, once practical tools for farmers, now serve as decorative elements that transport guests into the heart of Puglia’s culture and history,” added Gianvito.

The design at at Canne Bianche Lifestyle Hotel reflects the natural beauty and cultural richness of Puglia. Local materials like Pietra Leccese and Trani stone are paired with elements of tradition, such as hand-painted ceramics, wrought-iron lamps, and restored antique furniture. Even objects like old farming tools have been repurposed into unique decorative items, telling the story of the land

and its people. Gianvito said, “The process begun with understanding Puglia’s colours: beige, white, the deep blue of the sea, the vibrant green of olive trees, and the rich brown-red of the soil, weaving them into an aesthetic that blends timeless elegance with modern comfort.”

In terms of the balance between catering to diverse guest preferences while maintaining a cohesive design, Gianvito believes that the key lies in “creating a flexible design language that resonates universally”.

He continued, “We achieve this by blending modern comfort with local craftsmanship. The understated elegance of our beige and white palette acts as a canvas, allowing us to introduce personalized accents through curated furniture, lighting, and traditional elements, like Puglian ceramics or floral arrangements, that tell the story of Puglia. These thoughtful details offer a unique experience while maintaining a cohesive aesthetic.”

In terms of common challenges in aligning hotel design with target clientele, Gianvito sees that one is “balancing authenticity with modern expectations”. Guests seek both local charm and contemporary comfort and one of the main challenges the venue faces as a 5-star luxury hotel is transforming antique objects from Puglia’s rich tradition into high-end furnishings that meet the expectations of discerning guests. “This process requires a delicate balance of respecting the history and authenticity of these pieces while elevating them to a level of elegance and sophistication that aligns with luxury hospitality,” he finished.

Wilderness offer exclusive, eco-conscious safari experiences and luxury accommodations in some of the most breathtaking natural landscapes of Africa, connecting travelers with wildlife and pristine wilderness. Caline Williams-Wynn from Artichoke Interior Design has worked with Wilderness on a number of camps, including

Wilderness Bisate, Bisate Reserve and Magashi in Rwanda, and King’s Pool, Mombo and DumaTau in Botswana and revealed that the primary factors she considered when designing the interiors to appeal to the specific target demographics of Wilderness was, “Comfort, sustainability and being able to deliver a sensory experience through the design, by using a variety of textures, textiles, colour palettes and natural materials.

“In all design considerations, luxury is woven together with authentic cultural integrity, also taking cues from Wilderness’ light-footprint ethos. Thoughtful design invites guests to immerse themselves in the refined elegance indoors while maintaining a deep connection to their surroundings.”

In terms of the unique design and its process, Caline spends time in each location and then draws inspiration from local culture and translating this into functional beauty. A wonderful example of this is at the newly-opened Wilderness Bisate Reserve in Rwanda, where crafting the interiors was a journey of immersion into the breathtaking landscape. “I was inspired by the incredible views of six volcanoes which can be seen from the property, and we created spacious villas that harmonise effortlessly with the natural beauty around them, as well as integrating sustainable practises with aesthetic sophistication,” she added.

Louise East, Founder and Creative Director of Interior Design company, Studio Est recently collaborated withe the Montcalm Group to design the public areas of the newly refurbished Montcalm Marble Arch (now Montcalm Mayfair). Louise revealed how the vision for Montcalm Mayfair came together around four design pillars, each one seamlessly incorporated into the public spaces. “We drew inspiration from the building’s rich history, its prime location, and the client’s vision. The goal was to create an

atmosphere that feels like a “home away from home,” where guests can feel both relaxed and surrounded by beauty. Every detail, from the colours to the fabrics and design choices, was carefully crafted around these four themes.”

The pillars that guided the design were: Iconic Symbolism - honoring the building’s legacy with timeless design elements. Flora - bringing nature into the space to create a calm, serene environment. Timeless Drama - adding a touch of elegance and intrigue without overpowering the space and Refined Palladianism - infusing classical beauty to ground the design in sophistication.

“These elements work together to create a space that feels both modern and timeless, offering a welcoming and unforgettable experience for every guest,” said Louise.

The key inspirations behind the design choices for the project were deeply rooted in the building’s heritage, the beauty of botanical influences, and Louise’s design studio’s ethos of crafting bespoke spaces tailored to each client and space. The historical significance of the building served as a backdrop, to which Louise said, “allowed us to blend timeless elements with modern touches.

“We incorporated botanical themes, not just as a design feature, but as a narrative element that connects guests with nature, offering a sense of serenity and continuity.”

In the newly refurbished hotel that will be officially opening in March, guests are exposed to visual aspects of the public areas that leave them both intrigued and enchanted, sparking a desire to explore further. Louise revealed that these spaces are designed to take visitors on a journey, revealing elements they haven’t seen before with each step they take.

“The bespoke furniture, lighting and the more sculptural elements serve as focal points, guiding them through the space while offering moments of surprise and delight. These design choices, combined with the thoughtfully

curated details, ensure that every visit is a new experience, encouraging guests to return time and again to uncover more of what the space has to offer.”

In terms of identify the target audience for Montcalm Mayfair, Louise explained that this is whoever wants to stay in a hotel with character at the heart. “We believe that resisting trends and creating something distinct and unique is key in today’s hospitality landscape, whether for a hotel or a restaurant—standing apart from the crowd is essential to delivering a memorable experience.

“The design blends elegance and comfort seamlessly, featuring distinctive elements like the organic bar gantry and sculptural reception desk, which resonate with guests who appreciate refined aesthetics and tranquillity. Additionally, we were mindful of respecting the hotel’s regular clientele, influencing choices such as discreetly concealing alcohol and glassware to maintain an inclusive, welcoming atmosphere,” finished Louise.

A venue with a totally different take on design is Casa Cook Madonna. An overall aesthetic that is inspired by the duality of alpine living—rugged yet inviting, bold yet comforting, the team drew from the textures and tones of the surrounding landscape: weathered wood from old chalets, stone paths, and the ever-changing play mountain light.

Casa Cook’s Creative Director, Remo Masala, said, “The vision was to create a place that feels like a natural extension of the mountains—a retreat that is both serene and invigorating. Casa Cook Madonna is designed to strip away distractions and celebrate simplicity, with spaces that invite guests to engage with their surroundings and themselves.”

Remo revealed how himself and his team design for guests who are curious, culturally engaged, and seeking something beyond the predictable. These individuals

appreciate design that is subtle yet sophisticated, and spaces that evoke emotional connections. In line with this, Remo said, “This understanding influenced every decision— from selecting materials to designing intimate yet social communal areas. Everything is crafted to resonate with guests who value experiences over excess.”

In January of this year, Updown Farmhouse, the idyllic countryside hotel near Deal from Ruth Leigh and Oli Brown launched The Stables, four new hotel rooms set in the farmhouse’s original stable block.

Speaking on the design and its unusual process, given that the owners lived in the house whilst trying to get planning permission, Ruth Leigh, Co-Founder at Updown Farmhouse, revealed how throughout the waiting process, the design changed so much. She said, “It would have been pared back, quite monochrome; living in a big 17th century house made us realise it could handle so much more. The design ended up being so much more fun, with quite contemporary colours and artwork mixed with more traditional tones and pieces.”

We asked Ruth what she believes are the primary factors to consider when designing interiors to appeal to specific target demographics. She believes the reason Updown works for a lot of people is that they offer guests what they think they want.

Ruth said, “We asked ‘what do we want to experience?’ And then in parallel, ‘what are the practical parameters to make that happen?’ That might vary according to whom you are appealing to - we get lots of couples, families with small children, but most of all people who also love food and want that same experience we do and that’s how we decided our offering.”

Despite the rural location of Updown, one thing the founders were very conscious of was that they didn’t want it to feel like guests were walking into a ‘Country House’

–

“With no disrespect meant at all, but we’ve never served scones and we never will. We always wanted to set a more modern tone. The first room you see is deep orange and we were quite conscious to keep all the artwork in main hallway quite contemporary. At the same time, comfort is paramount, so the sofas are so huge and comfy you never want to get up,” said Ruth.

In terms of striking the balance between catering to ever-changing guest preferences while maintaining a reliable design, Ruth sees that it all lies in “personal preference”. She said, “As long as we’re keeping that goal of what we want people to feel, and how do we make that practically happen.”

Ruth and her team love the idea of guest feedback but admitted they have “Learnt to take it in our stride sometimes - some is so personal and subjective.

“It’s the practical that is important, I think: do people have enough light and the right towels - the details that add up to make people comfortable.”

In the competitive hospitality industry, interior design is a powerful tool that goes beyond aesthetics to communicate a brand’s identity, attract the right clientele, and enhance the guest experience. By aligning design with the preferences of target audiences, hotels can create spaces that resonate emotionally while maintaining practicality and authenticity.

From Gianvito Mangano’s seamless integration of Puglia’s natural beauty and traditions at Canne Bianche Lifestyle Hotel, to Louise East’s timeless elegance at Montcalm Mayfair, and Remo Masala’s celebration of simplicity at Casa Cook Madonna, each example underscores the importance of tailoring design to guest expectations. Factors like sustainability, cultural connection, and thoughtful details ensure these designs leave lasting impressions.

A GUIDE TO GUESTCENTRIC DESIGN

Clint Nagata, Founder and Creative Director of BLINK Design Group, reveals exactly what makes a hotel room feel like home.

As travellers seek deeper connections and more meaningful experiences, the art of designing a hotel room that has a true sense of place has become an intricate balance of comfort, authenticity and inspiration. The question at the heart of guest-centric design is simple yet profound: what makes a hotel room feel like home? While the answer varies, three universal principles – familiarity, personalisation and sensory richness – offer a foundation for creating spaces that resonate with guests.

Familiarity through design

Creating a sense of home begins with familiarity. This

doesn’t mean replicating a guest’s own living room but rather crafting spaces that evoke feelings of comfort and ease. At Six Senses Kyoto, for example, we embraced the concept of omotenashi, the Japanese art of hospitality. Drawing inspiration from traditional Kyoto craftsmanship, the rooms are designed with low-slung furniture, copper bedside lighting and natural wood tones. By blending cultural authenticity with modern functionality, we ensured that every detail – from the bedding to the layout – supports relaxation and fluency.

Design inspiration and accessories throughout the hotel also have a sense of ‘asobi gokoro’ – a playfulness that references elements of Japanese culture, including ‘wabi-

sabi’, the beauty of appreciating materials and items for their simplicity and natural beauty.

Personalisation is Key

In the world of luxury travel, true indulgence lies in the details. For JW Marriott Khao Lak, we reimagined the guestroom experience to ensure every space is as distinctive and personal as the individuals who walk through its doors.

Blending timeless elegance with inviting comfort, we partnered closely with Thai artisans to weave the nation’s cultural richness into every aspect of our interiors. Each room is adorned with bespoke elements, from silk tapestries drawing inspiration from archival Lanna motifs to cast brass rain drums, which were artfully transformed into striking coffee tables. Adding depth and character, vibrant silk spindles – repurposed from vintage weaving looms – infuse the relaxation spaces with colour and a tangible connection to tradition.

Elevating the experience further, architectural motifs were seamlessly woven into the design narrative – most strikingly in the headboard, where a carefully curated piece of architecture is transformed into a captivating work of art. These thoughtfully curated touches ensure that each stay feels not only luxurious but deeply personal.

Engaging the senses

Home is more than a physical space; it’s a feeling – rooted in sensory experiences that shape how we connect to a space. Few brands embody this philosophy better than Six Senses Hotels & Resorts, where thoughtful design so

effortlessly invites an unparalleled connection between people and place.

This approach to design and hospitality takes centre stage at the eagerly awaited Six Senses Loire Valley Residences. Currently in the design stages, the 52key hotel is set to redefine luxury living, blending the timeless elegance of the Loire Valley with contemporary sophistication. The design of the residences, especially, will celebrate tactile charm with natural textures, vaulted ceilings and fluid indoor-outdoor spaces – perfectly attuned to the rhythms of the residences’ idyllic surroundings.

The essence of home

Ultimately, designing a hotel room that feels like home is about understanding the traveller’s emotional needs. It’s important to offer a space where they can feel grounded, whether through familiar comforts, light unique touches, or an atmosphere that evokes a sense of belonging. At BLINK, we approach each project with this ethos, creating designs that celebrate the guest’s journey while honouring the destination’s unique story.

As the hospitality industry evolves, so too does the definition of home. By creating the hospitality experience around a guest-centric design, we can craft hotel rooms that exceed the expectations of today’s discerning travellers. After all, in a world where we are constantly on the move, the greatest luxury is finding a place that feels like your own, is it not?

blinkdg.com

A PRESTIGIOUS ADDRESS

In the March issue, we celebrate The Peninsula London as our Hotel of the Month, showcasing its exquisite design, world-class amenities and commitment to exceptional service. From its Michelin-starred dining experiences to its tranquil rooftop spa, discover what makes this landmark destination a standout in the global luxury hotel scene.

Situated in the heart of Belgravia, with views over Hyde Park Corner and Wellington Arch, The Peninsula London occupies one of the city’s most prestigious addresses. Just entering its second year of operating, the hotel has been impeccably designed to harmonise with surrounding heritage buildings and is just moments away from the city’s most iconic attractions, including three royal parks, Buckingham Palace, Harrods and Big Ben.

When the hotel opened in 2023, the architectural masterpiece aimed to blend British sophistication with The Peninsula’s renowned hospitality, offering an unparalleled experience for discerning travellers, and it has exceeded in those aims in its first years of functioning.

The venue boasts 190 light-filled guest rooms and suites, which were exquisitely designed by Peter Marino. Ensuring guests aren’t restricted when it comes to choice, other spaces include several world-class restaurants and bars, including Brooklands, helmed by Michelin-Starred Chef Director Claude Bosi, the idyllic Peninsula Spa and a luxury retail arcade.

Since its inception, The Peninsula London has quickly earned its place among the city’s most sought-after dining destinations, offering a remarkable selection of restaurants and bars that cater to every taste. Home to six food and beverage outlets, the hotel’s culinary experiences showcase an exceptional blend of British craftsmanship and global inspiration.

Brooklands, led by acclaimed chef Claude Bosi, has achieved a milestone with two Michelin stars awarded just four months after its opening. The rooftop restaurant boasts a menu that highlights the finest British ingredients, delivering a dining experience that is as elevated as its breath-taking views of the London skyline.

Adjacent to the restaurant, the Brooklands Bar is a day-to-night hotspot that carries forward the themes of classic British aviation and motorsports. Guests can savour expertly crafted cocktails while soaking in the panoramic city views, making it an iconic rooftop destination.

Canton Blue offers a fascinating journey that celebrates the convergence of British and Asian cultures. Inspired by the mid-19th-century Keying junk, the restaurant’s design is a tribute to the historic trade connections between the two regions, reflected in a menu brimming with innovative Asian-inspired dishes.

Next up, Little Blue, the perfect spot for guests to enjoy a pre- or post-dinner drink, is another sophisticated bar. Its design includes apothecary-style spice cabinets that pay homage to the spice trade routes, while its menu features cocktails infused with Asian fruits, spices and herbal tinctures for a unique blend of British and Chinese influences.

For visitors seeking a versatile and elegant dining space, The Lobby provides an all-day menu that transitions seamlessly from breakfast to afternoon tea and dinner. Located in the heart of the hotel, it serves as a vibrant, yet relaxed, venue for social gatherings.

The Peninsula Boutique & Café is ideal for hotel guests and Belgravia locals alike, ensuring the appeal to a wide audience. The Peninsula Boutique & Café offers a welcoming street-level entrance and a selection of light meals, pastries and beverages. Its cosy charm makes it a

perfect spot for a casual rendezvous or a quick indulgence.

It’s clear that food and beverage is at the heart of The Peninsula London as their extensive dining venues promise unforgettable culinary experiences.

Scott Berger is the Hotel Manager at The Peninsula London, bringing over 14 years of hospitality experience to the role. Prior to joining The Peninsula London, he served as General Manager at Viceroy L’Ermitage Beverly Hills

Before that, he was the Hotel Manager at The Peninsula Beverly Hills, overseeing daily operations, including food & beverage, spa and engineering. His international experience includes training at The Peninsula properties in Chicago, Hong Kong and Tokyo.

Scott’s approach to distinguishing The Peninsula London in the competitive hospitality landscape focuses on delivering exceptional guest experiences. He emphasises personalised service and attention to detail, as reflected in his responses to guest reviews.

Under his leadership, The Peninsula London aims to blend luxury with a sense of home, ensuring that each guest feels valued and cared for. By focusing on personalised interactions and consistently refining service quality, the team at the venue strive to set the hotel apart in London’s dynamic hospitality market.

BEECHFIELD HOUSE

Situated in the heart of the Wiltshire countryside, Beechfield House Hotel is a charming country retreat renowned for its Victorian elegance, award-winning hospitality, and serene surroundings. In this exclusive Hotel Magazine profile, we explore what makes Beechfield House a standout destination, as we sit down with Chris Whyte, owner, Beechfield House, a leading figure behind the hotel’s success, to discuss the vision, guest experience, and future of this remarkable property.

Can you provide a brief history of Beechfield House, the idea behind it and when it opened?

Nestled in eight acres of landscaped grounds and inspired by the 16th Century Italian Renaissance, Beechfield House is a secluded boutique hotel and rural escape.

Only 30 minutes from Bath and the Cotswolds, guests experience country house grandeur with a contemporary feel, with an Italianate outdoor heated pool, kitchen garden and landscaped grounds for all seasons.

Built in 1878 for a local gentleman farmer named Richard Keevil, whose initials are carved in the pediment over the

bay window on the left of the hotel. Beechfield remained an impressive family home for ninety years, until it was converted into a hotel in the late 1960s with the word “House” added to its name.

This grade II listed property was built in an Italianate square house style with a three windowed service wing to the rear and a three-storey symmetrical three windowed front.

The House was subsequently bought in 1890 by the Blake family, who owned a brewery in Trowbridge. A century later Beechfield House was advertised in Country Life magazine in March 1979.

Described as a gracious country home with three reception rooms, six bedrooms and three bathrooms, it was bought by two local businessmen with plans to turn it into a top hotel and the house was transformed while still keeping the atmosphere of a luxury country house.

In June of 2006, Beechfield House was purchased by its current owner, Chris Whyte, and the new team began a major programme of refurbishments and improvements.

Tell us about the offerings at the venue and how they stand out from the crowd.

In the 1980s the Coach House stable block was converted to bedrooms and a new restaurant extension was opened. But Chris, started from the roof down, upgrading and refurbishing all bedrooms, bathrooms and the downstairs lounge and restaurant areas; sympathetically maintaining Beechfield’s characterful history, while updating the house to a reflect modern boutique hotel style.

Outside, Beechfield’s warming walled garden, enclosed with greenery and bordered by beautiful flowers lies its sumptuous outdoor heated pool. A place to drift away to feelings of Italy, relaxing on a lounger cocktail in hand or dipping into cool waters.

The surrounding landscaped gardens continue to be improved and the kitchen garden was reclaimed and used to grow fresh produce for the hotel kitchens. The owners also installed the hotel’s own 2.5km dedicated fibre broadband cable, offering guests free superfast, broadband WiFi throughout the hotel.

Beechfield House has retained its 4 AA Red Stars. What does this accolade mean for the hotel and its guests?

There are 4 AA Red Star hotels and 4 Star hotels. Beechfield maintains it’s 4 AA Red Stars with pride, offering classic hospitality but without pretension. As well as ticking all the boxes of a 4 AA Red Star hotel, we put care for our guests and each other at the core of everything we do.

Hospitality is evolving and to us 4 AA Red Stars means high quality service and experience for our guests, but one where they feel relaxed in the hotel to dress casually or put on a jacket as they prefer. Classic hospitality without pretension.

How do you ensure a personalised and memorable experience for your guests?

Our team is trained to offer service that is both professional and personal, ensuring every guest feels valued. From a warm welcome with a personalised note to thoughtful gestures during their stay, we focus on making each visit special.

Our award-winning restaurant sources fresh, local ingredients to craft seasonal menus that reflect both tradition and innovation. We also cater to individual dietary needs with care and creativity. We offer tailored experiences such as private dining, afternoon teas, and exclusive use of the hotel.

Tell us about your marketing efforts and how your unique strategies contribute to greater footfall.

In 2024, we started work with Clockwork Marketing, who

helped us refine and uplift our brand, starting with our website, logo, brand colours and tone of voice. Sometimes when you are working in a hotel with all the pressures and daily challenges, you can lose sight of what’s in front of you.

It was Clockwork’s objective look at our data first alongside a creative analysis of our brand that provided us with a new look and feel, subtly changing fonts and brand colours to present a more high end hotel brand.

The hospitality marketing specialists designed and developed a search engine optimised (SEO) website for Beechfield House, delivering a 34% increase in online bookings compared to 2023 - despite the new website only going live in August 2024.

Clockwork’s marketing is SEO focused first but coupled with consistent creative and integrated marketing campaigns that roll out across all our marketing channels whether Pay-per-click (PPC), social media and email, as well as direct and some offline marketing.

For example, their Black Friday and Christmas Gift Vouchers campaign generated a 144% increase on the previous year’s gift voucher sales, giving us a valuable boost in revenue during the shoulder season.

All marketing is carefully evaluated, ensuring each marketing channel provides a valuable return on investment, while also engaging and exciting our guests with everything that Beechfield has to offer as a boutique hotel, inspired by the 16th Century Italian Renaissance.

Are there any upcoming developments or offerings at Beechfield House coming in 2025?

Beechfield House is expanding its exclusive-use offerings, allowing guests to book the entire property for family gatherings, and corporate retreats. A dedicated coordinator is assigned for each individual event for personalised event planning. We partner with Roam & Wonder who create bespoke corporate retreats and team building days focusing on adventure and relaxation.

Our award-winning kitchen is taking sustainability and freshness to the next level with a chef’s garden on the estate, from which guests can enjoy seasonal farm-to-table tasting menus. Not forgetting our 4-legged members of the family, we are also expanding our pet-friendly offerings.

LISTEN UP

As part of our Design and Interiors focus, the team at TheMusicLicence reveal how sound can be an extension of a hotel’s aesthetics and how the brand work in line with this idea.

In the ever-evolving landscape of the hospitality industry, hotels are constantly exploring new and innovative ways to enhance guest experiences and make it the hotel everyone wants to stay at. By using your hotel space wisely, you can create a well thought out soundscape that can serve as an extension of your hotel’s interior design, providing your guests with a sensory experience that goes beyond the visuals of your hotel. According to a recent survey, when asked to rank stimulants from 1-5, 21% of respondents agreed that ‘music’ was a priority— second only to ‘colours’ (41%) but surpassing ‘fragrance’ and ‘lighting’.1

Here at TheMusicLicence, we know that music can play a crucial role in helping customers understand and connect with your business, therefore, matching your brand with your music involves some thought. Your well-planned music strategy has the ability to elevate the perceived value of your space and create a memorable stay, leaving a lasting mark on the minds of your visitors.

Music has the power to create comfort, and with genres such as soft jazz, it can complement an elegant decor, creating an inviting and sophisticated atmosphere. Whereas upbeat pop compliments hotels with a vibrant, modern design that can energise your guests, allowing them to enjoy the space.

The right soundtrack not only improves the experience of your visitors, but also enhances employee satisfaction and productivity, allowing staff to thrive in an environment that feels aligned with the hotel’s brand identity. According to our survey, TheMusicLicence found that *82% of people agreed that they would prefer a workplace that plays music, while just over 70% said music played at work makes them feel more engaged with the business.2

Music is a powerful tool, and the inclusion of live music has the ability to increase customer interest, drawing in your guests. You can offer your guests the pleasurable experience of unwinding after a long day to the soothing sounds of a solo guitarist or create a warm environment as a jazz band performs in the hotel bar. This level of engagement can help create a buzz that exceeds the typical hotel experience. Not only does live music offer entertainment, but it also encourages guests to linger longer, potentially increasing their spending at bars and restaurants within the hotel.

Your playlists can reflect the hotel’s unique identity, from

the colour palette to the furniture style. As the hospitality industry continues to evolve, integrating music as a core aspect of your hotels design strategy can prove invaluable in creating deeper connections with your guests, who seek not just a typical stay, but a memorable experience.

YOUR NOSE KNOWS BEST

A piece by Naomi Rheinberger, Vice President Sales & Marketing, VANITY GROUP.

When was the last time you thought about your hotel’s smellscape?

Defined as the unique combination of smells that characterize a location, for a hotel this could span the lobby scent, restaurant aromas, florals adorning public spaces, and the in-room amenities.

Our sense of smell has a direct pathway to the brain –the only sense to do so. This completely unadulterated sense can trigger vivid and emotionally charged memories making it the perfect medium for hotels to create unique guest experiences.

Scent is one of our most powerful senses, evoking profound physical, mental, and emotional responses. Travel, in particular, unlocks a kaleidoscope of smellscapes. An oceanside getaway, for instance, might dance with the salty tang of the sea and the delicate allure of white musk. Conversely, a countryside escape offers a more complex masterpiece of scents – the earthy aroma of oak trees mingling with the sweet perfume of orange blossom. Each destination possesses its own unique olfactory signature.

Last year I wandered the streets of Istanbul with my mum. The Grand Bazaar enveloped us in its comforting smells of cinnamon, saffron, and the deep earthy scents of freshly brewed Turkish coffee. While my mum lives over 10,000 miles away, whenever I’m reconnected with the smellscape of Istanbul, I’m immediately energized, comforted, and prompted to FaceTime and let her know I miss her.

I can remember my first experience to Le Manoir aux Quat’Saisons, A Belmond Hotel. While the visit was pure business, the experience was all pleasure. The lavender lining the shrubbery, the damp soil coating the greenhouse reminiscent of my late nanna’s green thumb, and the graceful dance of butter and sugar taking centre stage in the iconic Raymond Blanc kitchen.

Like any good millennial, I took endless photos of my Le Manoir experience, however the best way to truly transport me back to the beating heart of the Oxfordshire countryside is through scent.

Not only does scent harness the power to keep your

“Whether guests are conscious to it or not, a hotel’s smellscape shapes the entirety of a stay.”

hotel in a guest’s memory long after checkout, it’s an invitation to be present in the “now”. Studies have proven that a good smell is even linked to enhanced wellbeing. Beyond this, its destined to become a shared talking point amongst guests.

It’s for this reason, hotel essentials often incorporate essential oils. The ESPA Hotel Collection, for example, incorporates Bergamot, Jasmine and a hint of Cedarwood, designed to promote relaxation, reduce stress, and improve mood. What the nose smells, the mind and body follow.

Whether guests are conscious to it or not, a hotel’s smellscape shapes the entirety of a stay – especially in the bathroom. Consider this: after an evening of live music, a guest spends time in the shower reminiscing on their favourite melodies. During this intimate experience, the smell of the shower gel, shampoo and conditioner hardwires the “filing” of the memory.

It’s for this reason VANITY GROUP partnered Chateau Denmark, a boutique hotel in London’s West End that pays homage to the city’s music history, with the iconic Purple Haze hotel collection by luxury cult brand 19-69. Evocative of the Woodstock Music and Art Fair in 1969 as well as Lennon and Ono’s staged ‘Bed-ins for Peace’ in Montreal and Amsterdam, the scent notes of Italian Bergamot and Cannabis Accord on a bed of Vanilla and Black Pepper ensure the emotional salience of the moment become a banked memory with every lather.

By empowering guests to follow their nose, hotel operators are shaping the thoughts, feelings and moods of their guests - often in a more impactful way than the warm greeting of the concierge, or the tender care of a Housekeeper’s freshly laundered linens.

But what does this mean for a hotelier orchestrating a scent symphony?

It seems cliché, but think about how you want your guest to feel while in your hospitality space.

Explorative and adventurous retreats are a base for energetic scents like Oudh and Tangerine.

For stays focussed on rest and reinvigoration after a day on the golf course, peppermint and eucalyptus are destined for wellness seekers.

Calm and curious getaways are complimented by vibrant citrus and zesty pomelo.

Meanwhile an elegant and refreshing city-centric escape can be beautifully grounded with earl grey and bergamot.

I’ll admit, I have a vested interest in what personal care products call the hotel room home… I dedicate my working life to being a scent celebrant, marrying hotel with its amenity life partners. However irrespective of my posting, I’ll always vouch for a hotel’s smellscape being an investment worthy of careful consideration.

After all, scent is the only sense that lingers in a guest’s memory long after they’ve checked out.

vanitygroup.com

HAND HYGIENE

Handwashing and infection control are essential considerations for all public spaces. In this article, Dyson discusses the importance of hand hygiene in hospitality settings and shares advice on effective design for washrooms to minimise bacterial transfer.

The importance of hand hygiene

Hotels, restaurants and bars are all high traffic shared spaces where both guests and workers spend a significant amount of time. There are numerous shared touchpoints, from door handles to objects such as chairs and crockery, offering opportunities for the spread of bacteria and viruses at every instance. However, venues such as these are trusted to be hygienic and safe, often offering a wellbeing escape to guests. It is therefore crucial that proper hand hygiene facilities are available for workers and guests.

The challenge of traditional solutions

Hand hygiene is a cornerstone of maintaining good hygiene standards in public buildings and one critical part of the process is hand drying. According to a Dyson survey on washroom attitudes, 40% of UK respondents were concerned that the physical button on warm air dryers presents a hygiene issue, while the use of unfiltered, unclean air to dry hands is a concern for 24%1 .

Moreover, traditional hand dryers can take up to 50 seconds to thoroughly dry hands, but people are often unwilling to wait more than a few seconds2. Paper towels, while an alternative, can be costly, have a high impact on the environment and when the paper towel dispensers are left empty, users are left with no way to dry hands. This further exacerbates hygiene problems beyond the washroom as damp hands can transfer up to 1,000 times3 more bacteria than dry hands.

One way to demonstrate that hygiene is being prioritised to users of shared spaces is to specify one product that can both wash and dry. This not only improves the user experience but can also support with space-saving when working with small bathrooms. Solutions such as the Dyson Wash+Dry hold Airblade™ technology in the tap, so there’s no need for users to move to a separate drying area, reducing water that drips on the floor. Taking just 14 seconds to dry hands4, users also spend less time in the washroom, making the flow of the room and busy times easier to manage. This space saving initiative unlocks potential room for extra toilet cubicles and other facilities.

In addition, it is important for staff spaces to be equipped with the right solutions. Products such as the Dyson Airblade 9kJ are engineered with hygiene and

food environments in mind. It was the first hands-under dryer to be HACCP certified for use in food preparation environments. Looking out for such accreditations can help give those in the industry peace of mind that they are using the right equipment.

To learn more on how to create a more hygienic shared spaces, visit Dyson technology’s business hub and book a call: www.dyson.co.uk/commercial/hand-dryers

1. Survey conducted in the UK in July 2021 with 2,000 respondents, aged 18 years-old or above. This is part of a global survey done across 20 countries comprising 15,100 respondents in total.

2. https://www.dyson.co.uk/content/dam/dyson/for-business/resource-library/pdfs/ hand-dryers/airblade-v/dyson-airblade-v-product-brochure.pdf

3. Patrick D, Findon G, and Miller T (1997). Residual moisture determines the level of touch-contact-associated bacterial transfer following hand washing. Epidemiol. Infect. 119: 319-325.

4. Dry time determined using Dyson test method 769 based on NSF P335 using a measurement of 0.1g residual moisture.

LUXURY IN EVERY DETAIL

The ultimate guide to managing boutique hotel laundry, as told by Charlie Robards, Business Account Manager at Miele Professional.

Boutique hotels are known for their attention to detail, bespoke guest experiences, and luxurious touches that set them apart from larger chains. They typically offer a ‘home away from home’ feel while providing a sophisticated and elegant experience for guests.

So, when guests choose a boutique hotel for a quiet getaway or a relaxing weekend break, every small detail must reach their expectations; from a warm welcome at reception to personalised food and drink recommendations, and even thoughtful touches in the room, such as chocolates or fresh flowers!

And laundry is no exception. Guests expect luxurious, spotless linens that add to the feeling of indulgence and relaxation during their stay. But with many factors to consider, what should boutique hotels prioritise when it comes to their laundry operations?

Cost

Cost is ultimately the deciding factor for many businesses when choosing their laundry equipment and suppliers. Domestic machines are often chosen for their lower upfront cost, but they can end up being more expensive in the long run. This is because domestic machines are not

designed to handle the heavy and frequent laundry loads required in a busy hotel, including washing bed linens, towels, robes, employee uniforms, and guest laundry. As a result, they require more repairs and maintenance and have a shorter lifespan.

At Miele Professional, our commercial laundry machines, such as our Little Giants range, are designed to help businesses save money. With extremely short cycle times, each load is washed and dried in just 86 minutes, reducing energy and water consumption. The precise use of resources, including cleaning agents, ensures cost-efficiency without compromising on quality. And for businesses looking to maximise their operational efficiency without a large upfront investment, Miele Professional now offers affordable rental options, enabling businesses to reach their full potential, providing the quality and flexibility you need to thrive.

Space & Convenience

With limited room or capacity, we know that finding space for laundry equipment in your boutique hotel can be challenging. This means the laundry machines need to be small and compact to minimise the space they occupy, while still performing to the high standards expected of a hotel. At Miele Professional, our Little Giants provide the perfect solution. They can be installed as a space-saving washer-dryer stack on a footprint of less than 1m².

For smaller businesses where employees may switch between roles or take on multiple responsibilities, using laundry machines efficiently may require time for training, which is not always possible in the busy operations of a hotel. Miele’s intuitive touch display and navigation in 32 languages make the user interface and experience simple and convenient.

Hygiene

In our recent survey conducted in partnership with The Caterer, 92% of hospitality professionals 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 postpandemic era.

For small businesses, looking to maintain high-hygiene standards can seem daunting, whether this is due to cost, staff numbers or resources available. However, thanks to our commercial machinery, businesses of all sizes can meet expectations and support the safety and wellbeing of their guests. For example, our Little Giants washing machines include a final rinse with a special high temperature and holding time, providing additional reassurance on hygiene.

Maintenance and repairs

Maintenance and repairs of your commercial laundry equipment can disrupt operations, allowing dirty laundry to accumulate and potentially preventing guests from receiving fresh, clean, and soft linens each day. Thankfully, our Little Giants washing machines are tested to 30,000 hours of operation, reducing the number of times maintenance is required and ensuring minimal disruption to your hotel’s daily activities.

If the equipment ever breaks down, Miele is here to support you with our 90+% first-visit fix rate, regardless of your location, thanks to our UK-wide partner network. And with our ability to provide spare parts for up to 15 years after the end of series production, no problem is unfixable!

A quality partner

At Miele Professional, we understand the unique challenges boutique hotels face in managing in-house laundry operations. To help your team create a memorable experience for guests, Miele offers 360PRO—a holistic system solution for the commercial sector. It delivers perfectly coordinated components from a single source, simplifying your team’s daily tasks so they can focus on what truly matters.

If you would like to find out more about how our solutions can support your boutique hotel, then please visit: www.miele.co.uk/p/hotels-guesthouses-4113.htm

THE SECRET TO 5-STAR RATINGS

Reckitt Pro Solutions unveils Quantum warewashing range to secure rave reviews and boost occupancy in HoReCa establishments.

In the pressure-laden and demanding world of dining and catering “good enough” is simply not good enough. Diners and visitors are discerning, expecting high standards and absolute peace of mind when it comes to cleanliness and hygiene. Anything less than spotless dishware can spell disaster for an establishment.

A staggering 92% of guests would not return if the tableware wasn’t entirely clean. New research commissioned by Reckitt Pro Solutions in the UK amongst frequent restaurant-goers sheds light on the crucial role clean and hygienic dishware plays in securing positive customer reviews and encouraging repeat visits.

The results of this study paint a clear picture: dishes that are not entirely clean may have a devastating impact on customer loyalty, reviews and word of mouth recommendations and referrals. Amongst other significant findings, highlighting the importance of maintaining impeccable hygiene standards, it was also found that:

• 54% of regular HoReCa patrons have observed insufficiently clean glasses when visiting a bar, restaurant or café.

• 54% of HoReCa patrons will not book an establishment with an average or low hygiene rating, preferring top tier ratings.

• 83% of regular HoReCa patrons would want someone to tell them prior to booking if an establishment had unclean glasses.

Cleanliness is king: research reveals the power of sparkling dishes

The survey also revealed that cleanliness directly impacts reviews: 77% of guests would remove two or more stars from a restaurant’s review if the dishware was not entirely clean. Establishments must therefore ensure a pleasant, hygienic and meticulously clean dining experience to attract and

retain customers. Spotless, sparkling tableware contributed considerably to ratings and returning customers in the following key behavior patterns when it comes to the satisfaction levels of patrons.

Deter bookings

• 50% of guests would not book an establishment if it had glasses with water streaks and marks.

Lower ratings

• 87% of guests give a lower rating if dishware is not entirely clean

Deter returns

• 92% would not return if dishware is not entirely clean and spontaneously feel ‘disgust’ when they experience it. These findings highlight the importance of flawless hygiene in securing positive customer experiences, ultimately leading to increased occupancy rates. The research reveals that ratings and reviews are integral to initial bookings and repeat custom, while clean table ware is a critical driver in achieving 5-Star reviews.

Quantum Professional: 5-star service made easy

Reckitt Pro Solutions, a trusted provider of professional hygiene solutions, has launched Quantum Professional, an innovative new range of warewashing products designed specifically for the HoReCa market (Hotel, Restaurant, and Catering).

The range was created in response to the crucial requirement in this sector for brilliant, clean glass and dishware, as a critical driver to securing the 5- Star reviews that lead to high levels of occupancy. These meticulous standards of cleanliness and hygiene are now made easier with Quantum from Reckitt Pro Solutions.

Building on the legacy of Finish, the UK’s No. 1 selling household dishwashing brand, Quantum offers significant benefits:

• provides a powerful and reliable tableware solution that delivers impeccable cleanliness results

• improves operational efficiency both in front and back of house

• tackles even the toughest stains

• suitable for all types of professional warewashing machines.

The Quantum range: four targeted products for exceptional cleaning performance

This versatile range helps make professional ware washing easy.

Detergents:

• Liquid Detergent: Grease and stain removal made easy. Cuts through grease and removes stubborn stains like dried-on egg, oil, tea, and coffee with ease.

• Glass Wash (Available as Liquid): Spotless clean made easy. Ensures sparkling clean and spotless glassware, tackling limescale and red wine stains effectively.

• Tablets (Available in tablet and gel capsules): Superior clean made easy. Each tablet serves for up to 5 cycles.

Additives:

• Rinse Aid: Brilliant shine made easy. Delivers brilliant shine and effortless drying.

• Salt: Extra protection from limescale made easy. Provides superior protection against limescale residues and white marks, ensuring longer-lasting equipment and sparkling dishes.

Beyond cleanliness: enhancing back-of-house operational efficiency

Quantum Professional goes beyond delivering a flawless dining experience for customers by providing an increased focus on efficiency which aligns perfectly with the demands of a busy HoReCa environment. In addition to helping achieve 5-star appreciation of the front of house service, Quantum Professional also delivers efficiency and streamlines back-of-house operations. Quantum Professional delivers perfect washing results and faster drying every time with less rewashing and polishing of glasses, ultimately freeing up staff for other essential tasks. These products can also aid in HACCP Plan compliancy.

Available nationwide and sold widely through the best distributors

Restaurants can now unlock the power of Quantum Professional and achieve consistent 5-star hygiene standards with ease. Quantum is now available nationally and readily obtainable through Reckitt Pro Solutions’ national network of key distributors. When asked about the significance of the new Quantum

Professional range, Jonathan Weiss, General Manager, Global Business Solutions, Reckitt remarked: “In today’s competitive HoReCa market, where first impressions and attention to detail are paramount, cleanliness plays a pivotal role in delivering exceptional customer experiences. A sparkling clean plate or streak-free glass can make all the difference in a customer’s dining experience. Wordof-mouth and online reviews significantly influence business success. Quantum is more than just a product; it’s a solution that empowers hospitality businesses to deliver exceptional hygiene and presentation standards. By ensuring spotless tableware while being gentle on delicate items, Quantum helps businesses achieve the 5-star ratings that drive customer satisfaction and loyalty, boost occupancy and increase revenue.”

The Quantum Professional Range of products delivers product superiority on most common stains and have been tested and found to work equally effectively in both hard and soft water. The packaging for this new range is also 100% recyclable, underlining the dedication and commitment from Reckitt Pro Solutions towards achieving tangible sustainability goals, whilst ensuring a cleaner, safer and more sustainable world.

About Reckitt Pro Solutions

Reckitt Pro Solutions is manufacturer of some of the world’s most beloved and trusted brands, designed to meet the commercial cleaning and hygiene needs of Offices, HoReCa, Facilities Management Companies, Education Sector etc. Our effective, efficient and sustainable cleaning and hygiene solutions are tailored to help create stronger businesses. At Reckitt Pro Solutions, we are proud to be a diverse, global team united by a shared purpose: to protect, heal and nurture in the pursuit of a cleaner, healthier world.

Reckitt Pro Solutions. Exceptional Hygiene Stronger Business.

To find out more about the research and the new range of Quantum Professional products, please visit uk.reckittpros.com

DRIVING LOYALTY

With the help of expert commentary, we explore how you can capitalise on technology within your hotel in order to drive loyalty programmes.

In today’s competitive hospitality landscape, building guest loyalty is more than just offering great service—it’s about creating personalised, seamless experiences that resonate. Technology plays a pivotal role in this transformation, enabling hotels to enhance their loyalty programmes in innovative ways.

From leveraging data-driven insights and tailoring rewards, to adopting mobile apps and automation for effortless interactions, the possibilities are endless. In this piece, we delve into how you can embrace the latest technological advancements in order to strengthen guest relationships, boost repeat bookings, and turn first-time visitors into lifelong advocates.

Ben Dixon, Chief Technology Officer and Co-Founder of Sona, said, “AI can be a massive boon for the hospitality sector, not to replace people or automate the intimate guest experience, but to enhance it and make it even more compelling and personal, both as an industry to work in and socialise in.

“The challenge for companies like Sona is figuring out how we can work with ambitious and curious business leaders to share our experiences, insight and expertise to help shape an AI-enabled future for the hospitality sector. We don’t have all the answers, as we are always learning too, but by working collaboratively as a sector we will get there quicker.”

While many businesses are already adopting AI, there are a plethora of avenues that can be explored. Many have embraced enhanced scheduling and forecasting to drive team productivity and loyalty, but there’s even more potential in these areas. Ben continued, “Pooling or deploying front-line teams across sites, spotting and retaining high-performers, providing upselling suggestions and rewarding good work are the areas that are perhaps not getting the attention they deserve, which means missing out on potential consumer spend.”

Ashley Arlott, SVP, Commercial – European Card-Present at Shift4, sees that recognising and rewarding customers is a “fundamental expectation today”. He believes that in the coming year, loyalty programmes will go beyond basic recognition, which rewards loyalty in a frictionless manner across business areas, to detailed recognition that leverages linked loyalty programmes and data to understand and cater to individual customer preferences.

“Implementing these strategies will deliver meaningful interactions that customers will notice and value. By remembering guest purchase preferences or profile characteristics and offering rewards based on these, businesses can expect increased consumer spending across the board,” finished Ashley.

room2 hometels, the eco-conscious hospitality brand run by Lamington Group, at the back end of last year announced the launch of The Hometel Club, an innovative new loyalty programme that’s free to join and available across all room2 properties in London, Belfast, and

Southampton. As well as offering the best price on the market when booking direct, The Hometel Club gives guests instant rewards as soon as they sign up, allowing them to unlock a range of perks to enhance their room2 experience. From 10% off all food and drink, a free birthday stay, late 2pm checkout, the chance to pick an offsetting partner, and more, the Hometel Club makes every guest feel right at home, whatever that means to them.

Robert Godwin, room2 hometels Co-Founder and CEO of Lamington Group, explained, “We created The Hometel Club because we wanted to move beyond the outdated points system and offer something personal, where each guest feels recognised and valued from the moment they sign up. A free club that delivers instant rewards and bespoke offerings allows guests to enjoy memorable experiences that stay with them long after they check out.”

“Our goal was to build a loyalty club that not only enhances guest satisfaction but also secures longterm relationships, giving us a unique advantage in an increasingly crowded market,” commented Lamington Group Marketing Manager, Natalia Rakowska.

The Hometel Club was born from room2’s research and recognition that modern travellers prioritise value and expect instant rewards and gratification that align with their personal lifestyle and travel habits. The new and improved club builds on the pioneering brand’s previous loyalty club with over 20,000 engaged members.

Ensuring ease for their guests, signing up for The Hometel Club is quick and simple, through room2’s

dedicated loyalty platform created in partnership with Bookscapia, who use best-in-class technology for a seamless experience.

Gaining a clearer understanding of your hotel guests can work to better and personalise your loyalty programme can offer numerous benefits. Robert Schimmel, VP Product Management, Cendyn, explained, “A specialist hotel CRM with an integrated loyalty management application will recognise the best guests and enhance their experience by offering executive stays, vouchers and more. The system should be capable of both providing guests with exclusive earning opportunities and personalising rewards based on their loyalty status, while supporting hotel marketing teams in sending personalised, dynamic emails that boost engagement and drive direct bookings - growing that revenue with guests.”

Personalising loyalty programmes ensures that you deliver value by offering the most relevant rewards to your guests based on their preferences. Robert believes that by collecting guest data and assessing booking behaviour, “you can gain better visibility of your audiences to customise your schemes with rewards that resonate with guests in order to grow both relationships and revenue.”

Robert continued, “As hoteliers integrate loyalty mobile apps into the software ecosystem, they generate a reinforcing data gathering loop that enriches the guest profile and drives lifetime value.”

Loyalty programmes connected to the CRM allow for profile synchronisation, enabling hotels to activate a range

of commercial options from member recognition to full loyalty with points, tiers, awards and redemptions. Robert said, “Effective loyalty programmes distribute guests’ data points among the hotel’s ecosystem, therefore integrations are a critical feature to ensure the Booking Engine, CRM, and PMS, are updated with guest activity for guests to benefit from the programme.”

The Cendyn CMS and CRM administer loyalty schemes - setting member tiers if needed - appropriately awarding guests while incorporating member preferences for heightened personalisation within marketing emails. Integrated into the hotels booking engine ready and available for guest bookings - Cendyn Loyalty supports hotels to manage various programmes like stays, number of nights, member recognition, birthdays, and reward options.

Members can easily redeem rewards and access special offers tailored just for them through a centralised guest portal which ensures guests receive personalised rewards. Robert added, “This then enhances their connection to the hotel brand and encouraging repeat visits.”

We asked Robert how he sees technology shaping the future of loyalty programmes in the hospitality industry, to which he said, “Through fully integrated technology solutions, every guest interaction becomes an opportunity to nurture relationships and build long-term loyalty. Automation and data-driven insights empower hoteliers to tailor programmes to individual guest preferences, enhancing engagement and satisfaction. This unified approach not only strengthens brand loyalty but also

maximises guest lifetime value, creating a sustainable cycle of growth and profitability.”

Dimitris Manikis, President, Europe, Middle East, Eurasia and Africa (EMEA) at Wyndham Hotels & Resorts, sees that as the needs of travellers evolve, “Hoteliers must stay ahead of the curve by embracing innovative solutions that enhance guest experiences.”

Technology plays a crucial role in Wyndham Hotels & Resorts’ ability to understand guest preferences and tailor loyalty programmes that truly resonate with guests. “We believe the best reward programmes are simple, attainable, generous, and aspirational. Through cutting-edge tools and seamless integrations, Wyndham Hotels & Resorts works hard to ensure that the guest journey is more personalised, convenient, and memorable,” added Dimitris.

At Wyndham Hotels & Resorts, the mobile app serves as a key part of this transformation. Combining intuitive design with personalised features, the app re-imagines how guests interact with the brand.

“As part of our mission to make travel possible for all, Wyndham’s approach to loyalty is innovative. Our loyalty program, Wyndham Rewards, is one of the fastest growing hotel rewards programmes in the world – nearly doubling in size in 5 years with approximately 112 million enrolled members. It’s designed to be seamlessly integrated into the guest experience, ensuring that members can effortlessly earn and redeem points throughout their stay.”

Dimitris admitted that he believes the ability to personalise loyalty offers is “key” to fostering long-term

guest loyalty. Wyndham’s technology enables the collection of valuable guest data, including stay patterns, booking history, and preferences, allowing the brand to create relevant offers. For example, frequent travellers might receive discounts or room upgrades tailored to their booking habits, while families or business travellers may be presented with promotions that align with their specific needs. “This type of personalised engagement strengthens the connection between Wyndham and its guests, encouraging repeat stays and deeper brand loyalty.

“With tools like our Road Trip Planner, Lightning Book, and an integrated loyalty program, Wyndham is ensuring that technology not only enhances guest satisfaction but also fosters long-term relationships with its guests,” Dimitris finished.

Guest loyalty in the hospitality sector hinges on more than exceptional service—it requires delivering personalised, seamless, and rewarding experiences. As we can see, technology plays a transformative role, enabling hotels to leverage data, automation, and mobile solutions to create innovative loyalty programmes that resonate deeply with modern travellers. From instant rewards and tailored offers to integrated CRM systems and AI-powered insights, these advancements help hotels build meaningful relationships, enhance guest satisfaction, and drive long-term loyalty. By embracing these strategies, you, as hospitality leaders can not only stay competitive but also turn first-time visitors into lifelong advocates.

How do you measure success?

Discover 11 must-track metrics for General Managers.

If we listed them all here, this page would be as crowded as a hotel lobby that doesnʼt use Mews for online check-in.

Instead, scan the QR code to grab your copy of the guide, and turn the page to meet the UKʼs top hotels thriving with Mews.

LEADING THE CHARGE

In a world where energy efficiency is key, Copeland is leading the charge with smart thermostats that balance cost savings and guest comfort. Copeland’s Verdant smart thermostats bring cutting-edge solutions to the hospitality industry. We sat down with Michael Serour, Vice President and General Manager of Verdant for Copeland, to talk about their journey, European expansion, and the challenges they’re solving for hotels.

Hotels are under constant pressure to reduce energy costs without compromising guest comfort. How does Copeland’s Verdant smart thermostat technology address this challenge while meeting the unique needs of the hospitality industry?

At Copeland, we understand that guest comfort is always the top priority in hospitality, and energy savings can never come at its expense. That’s why our technology is designed to help strike the perfect balance.

Our Verdant smart thermostats offer features like Night Occupancy Mode to ensure heating or cooling isn’t mistakenly reduced when guests are asleep. And with Dynamic Intelligent Recovery, we enable rooms to return rooms return to guests’ preferred temperatures quickly and seamlessly. We also integrate with property management systems (PMS) to differentiate between rented but unoccupied rooms and those that are entirely vacant.

By helping to solve energy waste caused by heating or cooling empty rooms, we help hotels reduce costs without impacting the guest experience. Our solution is also incredibly practical—plug-and-play, wireless, and cloudbased—making it easy and cost-effective to install without the need for breaking walls or incurring significant costs.

Copeland has a proven track record in North America. What inspired your expansion into Europe, and why is the United Kingdom a key part of that strategy?

Timing was a major factor. The maturity of our brand and category in North America gave us the confidence and resources to explore new markets. Europe was a natural next step for us for several reasons. Many of our North

American customers also own properties in Europe, making the transition smoother.

With Verdant now being part of Copeland, it provides us with global infrastructure for logistics, support, and marketing. There’s a lot of uncertainty and pressure around energy costs right now, and because of that, many key markets in Europe have introduced tighter regulations to make sure buildings are being responsible with energy use. So, our customers are looking for solutions to the common problem of energy waste.

The focus on meeting ambitious sustainability standards has created a real demand for solutions like ours that help hotels reduce energy waste while promoting compliance with these new requirements.

What has been Copeland’s experience in Europe so far, and how have your solutions helped clients reduce costs?

When entering the European market, we were mindful of technical differences such as HVAC systems, voltages, and frequencies. Plus, the hotel industry in the UK often has older infrastructure and different standards, so we made sure to adapt our solutions to fit those specific needs.

We prepared thoroughly, and so far, all our installations have been highly successful. We now have numerous installations across the United Kingdom, France, Portugal, Spain, and Germany; enough of a sample size to validate our approach. Our solutions have seamlessly adapted to these technical nuances, and our clients have experienced positive results.

In Europe, we’ve seen faster-than-expected traction, including installations at luxury hotels like The Ned and The Landmark in the UK. At The Landmark, for instance, we reduced heating runtimes by over 30% during the winter, significantly lowering energy costs without affecting guest satisfaction scores. There was also no need for major downtime during the installation, which is especially important for luxury hotels.

How does Copeland stand out in a competitive European market?

Our key advantage lies in our ability to retrofit existing buildings cost-effectively. While many energy management systems work well for new builds or major renovations, our Verdant smart thermostats excel in retrofitting without disruptions.

Our solution is pretty straightforward—it’s plug-and-

play, so installations only take about 10 minutes per room. It’s wireless too, so there’s no need to worry about tearing down walls or running new wires. Plus, it’s cost-effective, which may offer a quick return on investment through energy savings. It’s a great fit for hotels that want to cut down on energy waste without the hefty upfront costs.

How does Copeland adapt to new technology and evolving hospitality trends?

While our core offering—a smart thermostat and cloudbased platform—remains constant, we’ve focused on key areas to stay ahead of the curve. One of our focuses is expanding our HVAC compatibility, ensuring seamless connectivity with all types of emerging technologies including new and advanced Variable Refrigerant Flow systems.

Additionally, we prioritize system interoperability, allowing for smooth integration with third-party systems like property management and building automation solutions to maximize functionality.

Our commitment to continuous innovation ensures that Copeland remains at the cutting edge of energy management, delivering solutions that not only meet the needs of modern hotels but also lead the way in shaping the future of energy efficiency.

Ready to transform your property’s energy management? Discover how Copeland’s innovative Verdant solutions can help your hotel achieve maximum energy savings while maintaining guest comfort. Schedule a demo with one of our energy experts and start saving now!

Book a demo: verdant.copeland.com/book-a-web-demo/

UNLOCKING GUEST LOYALTY

Why technology is the missing key for UK hotels, as told by Matthew Prosser, Senior Director EMEA, Agilysys.

The UK has long stood as a beacon for international tourism, drawing visitors from across the globe to experience its rich tapestry of attractions. From the rolling hills of the Lake District to the historic coastal resorts of Brighton and Bournemouth, from the ancient mysteries of Stonehenge to the dynamic energy of London, the UK’s diverse landscape has consistently captivated travellers seeking both natural beauty and cultural experiences. This enduring appeal is reflected in the numbers: tourism contributed an estimated 237.1 billion pounds to the UK’s

GDP in 2022, with leisure spending now surpassing prepandemic levels. Yet, beneath these impressive figures lies a shift in how people experience destinations. Today’s travellers seek unique, time-sensitive experiences over static attractions, which is redefining hospitality. Success is no longer measured by occupancy rates alone but by a hotel’s ability to anticipate and meet evolving guest expectations. To stay competitive, hotels must go beyond providing a place to stay and become active participants in crafting memorable moments throughout the guest journey.

The Rise of Live Tourism

This transformation is perhaps most visible in the surge of “live tourism” across the UK. From fleeting natural phenomena like the Northern Lights in Scotland to massive cultural events, tourists are increasingly building their travel plans around unique moments in time that can’t be replicated.

The phenomenon has reached unprecedented levels, with music tourism alone drawing 19.2 million visitors in 2023, a remarkable 33% increase from the previous year. Major events like Taylor Swift’s Era’s Tour, contributing nearly £1 billion to the economy, aren’t just changing travel patterns—they’re fundamentally reshaping how the hospitality industry needs to think about guest experiences and revenue opportunities. These moment-driven travel decisions, whether chasing nature’s spectacles or cultural phenomena, create new demands for agile, responsive hospitality services.

The Technology Challenge

Today’s guests are no longer simply seeking a place to stay, they’re looking for integrated, personalised experiences that complement and enhance their primary reason for travel. Our recent Hospitality Impact Study reveals a striking insight: 82% of hospitality executives recognise this shift, acknowledging the need to move beyond traditional metrics and embrace more guest-centric approaches, marking a crucial first step toward industry transformation.

Yet recognition alone isn’t enough. While the industry understands the imperative to change, 56% of properties admit they lack the technological infrastructure to deliver these personalised experiences effectively.

This “Aspiration-Reality Gap” is particularly pronounced in the UK, where hotels must balance innovation with practicality. Our research shows 62% of executives prioritise ease of implementation when selecting new technology, while 52% focus on total cost of ownership. While cautious, this approach risks leaving properties behind in an increasingly competitive market.

Reimagining Revenue Strategies

The challenge extends far beyond simple technology adoption. To truly succeed in this new era, hotels need to fundamentally reimagine their revenue strategies. The traditional focus on room revenue, while still important, must expand to encompass the total guest experience. This means moving from Revenue per Available Room (RevPAR) to Revenue per Available Guest (RevPAG) - a metric that better reflects the comprehensive value each guest brings to a property.

The One-Guest, One-Experience Approach

This shift becomes even more critical when we consider the changing distribution of travel spending in the UK. While leisure spending has increased compared to 2019 levels, business spending has declined, creating an urgent need for hotels to maximise revenue from every guest interaction. The solution lies in creating what we call a “one-guest, one-experience” approach. This philosophy transforms every guest touchpoint into an opportunity for personalisation and revenue generation, creating a virtuous cycle of increased satisfaction and spending.

Technology as the Enabler

Delivering this level of personalisation requires sophisticated technology infrastructure that captures and acts on guest data in real-time. Hotels need integrated systems that track preferences, enable dynamic pricing, streamline communication, and support data-driven decisions, ensuring every interaction enhances the guest experience and boosts revenue.

From Aspiration to Action: Leading the GuestCentric Revolution

With 72% of hospitality executives willing to upgrade their technology infrastructure, the drive for change is clear. However, turning intent into action requires careful execution, particularly in a market where efficiency and cost management are key.

For UK hoteliers, success lies in viewing technology not just as an operational tool but as a strategic asset that enables guest-centric experiences. Those who make this shift will capitalise on emerging trends like live tourism while building lasting relationships that drive repeat business. The future of hospitality belongs to those who transform aspirations into reality, delivering exceptional, personalised stays while optimising revenue at every touchpoint.

BUDGET CHANGES

With increased budget costs making savings to protect profitability is going to be vital, but how should hoteliers tackle this?

When growth was expected after years of challenge, the Autumn Budget 2024 will be a major hurdle for our industry. With the National Insurance increase, rises in minimum wage packets, plus more to pay for business rates – costs for the hospitality sector will be an additional £3.4 billion.

The Budget comes at a time when many hotels are already trying to balance the books to ensure they remain profitable. Labour costs have already been rising in recent years, with a 10% increase to labour costs in hospitality in 2023 alone. There’s been an average annual increase of more than 60% in utility and energy costs per available room (PAR) across the UK hotel sector from pre- to postCOVID.

Adding yet more costs at an already tough time means

the hotel industry is going to be under increasing pressure in terms of profitability, business continuity and being able to deliver efficient and effective guest experiences.

As a result, hotels need a plan to improve and streamline both operations and commercial opportunities, so they can thrive in the industry. There are three key areas to focus on.

1.

Ensure employees are efficient and motivated

Half of the operating costs of hospitality businesses is on staff. Since a central impact of the budget is on increased wage bills, this is an area every business in the sector must scrutinise. Through using technology to solve these issues, Dart Marina Hotel made 35% savings in its operational wage bill, saving over 150 hours a week.

Industry-tailored technology is solving these issues. Tech

products such as Rotaready can match staffing to demand, helping hotels to control costs and accurately forecast revenue.

Maximising staff productivity will be key, and a task management platform such as Trail can organise teams to ensure they’re efficient and task-driven, with the added bonus of managing compliance responsibilities.

Handling staff turnover and loyalty is an area many hotels grapple with. Introducing elearning platforms such as CPL can keep employees skilled-up to efficiently perform their roles, while helping them on an upward learning and development trajectory.

2. Improve F&B processes with clever tech interventions

F&B is a critical income stream for hotels, which means every hospitality business needs to push harder to make it profitable. Reducing waste is one way to cut unnecessary costs, and platforms such as Procure Wizard can both prevent waste and meet demand with real-time stock updates. F&B teams can also gain immediate visibility of high and low profit items to maximise revenue.

An electronic Point of Sale (ePOS) system drives F&B efficiencies by consolidating guest billing, and localising menus and tier pricing with automated special rates and offers for locals, hotel guests and other visitors. Integrating the ePOS into the tech stack has helped numerous hospitality businesses improve operations and sell more.

3. Make your property management system work harder for you

At a time of growing cost pressures, hotels must renew

their focus on improving booking rates and guest experience. If hotels can get more customers through the door – and deliver a brilliant experience from the very start of the guest journey – hotels will be able to offset some of these costs.

With the Guestline’s family of products The Hotel Folk increased sales revenue 30% and reduced OTA commissions by 25%, while Shannon Springs Hotel improved occupancy by 20%. In addition to its salary savings, Dart Marina Hotel saved £40,000 per year in commission fees.

The centre of every hotel’s operations is a robust property management system (PMS). From managing bookings and taking payments, to rate management and providing clear communications with guests, getting the most out of a PMS saves staff time and makes the customer experience smoother. This leads to improved profitability overall. If hotels ensure it integrates with the wider products in the tech stack, they’ll be ready to tackle the inbound challenges posed by the Budget.

The hospitality sector has found itself in unprecedented times that stem from massively rising costs. It’s never been more pressing for hotels to turn to integrated technology. This ultimately means more automation and less administration.

It also means staff can focus on delivering great guest experiences, leaving management to focus on cost cutting initiatives and revenue generation.

With Guestline, hotels can plan better, manage better and develop better in response to the Budget. www.guestline.com

OPPORTUNITIES FOR HOTELIERS

Discover where hoteliers are focusing their marketing efforts in 2025.

It’s a tough time to be in the hotel business, but hoteliers are tapping into the latest marketing trends in order to thrive.

Almost every hotel is grappling with the same issues, and at the recent Cendyn World Tour 2024 – London event, hoteliers got together to discuss them. They had open discussions about the challenges, and identified three key opportunities:

1. Find guests on social search

Hoteliers hope that having an organic and paid social media presence at the dreaming stage of the customer journey will keep them front-of-mind when a customer is ready to book. But, hotels are now generating direct bookings through social media too.

“Social media is such a big search engine, especially for travel,” said Kasia Rudnik, Senior Director of Marketing at The Set Collection. “We’re getting direct bookings from social media…we’re looking at double-digit numbers in returns on investment.”

2. Book more direct corporate customers

According to Richard Cooper, Global Business Travel and Sales Director for Dalata Hotel Group, hotels are overlooking opportunities with Travel Management Companies (TMCs). “We’re working with that TMC community, because, in most cases, that’s bringing a direct customer to our door,” he said.

Stemming from this, Dalata Hotel Group has built a booking platform specifically for agents who don’t use a Global Distribution System (GDS). “About 40% to 50% of agencies do not work on the GDS,” Cooper explained. “So we’ve really worked this year on building that innovation. It’s still in its early stages, but we’re [booking] £30,000 to £40,000 per month on the tool.”

3. Grow ROAS on Google

With so many marketing and advertising channels, hoteliers can struggle to pinpoint the best ones to invest in. A number of hoteliers at the Cendyn World Tour – London were talking about the benefits of Google Performance Max for travel goals, as it specifically helps hotels reach potential guests across Google’s advertising channels.

“We relaunched our website, increased our conversion rate, and reached the point where our strategy was to go a bit more upper funnel and increase our reach,” Celine Mamane, Head of Digital Marketing for Meininger Hotels, explained. “We activated Performance Max in 2023 and managed to keep our ROI targets while decreasing our ad spend. And, of course, the revenue we generate is direct revenue.”

Ultimately, hoteliers at the Cendyn World Tour – London agreed there’s no one-size-fits-all solution in the hotel world, but there are still opportunities despite the tough climate. In particular, hotels should work on growing loyalty programmes, and converting guests who first book through online travel agents (OTAs). Hoteliers also warn against the common misconception that bigger audiences mean a greater return. “Don’t try to be everything all the time,” advised Jurriaan de Vos, Commercial Director for the Montcalm Group. “Define what is your DNA and build your segmentation on that… The closer you stay to your own product and your own DNA, the bigger the chances you will be successful.”

HELPING HOTELS THRIVE

Clockwork Marketing highlights how purpose-built website technology can bridge the gap between physical and digital experiences, ensuring your online platform inspires confidence and drives direct bookings.

Choosing better technology

As a hotelier, you understand the art of creating exceptional guest experiences. Your property likely invests considerably in crafting these moments, from your carefully curated amenities to your thoughtfully personalised services. Yet there’s a challenge you might be facing - bridging the gap between these wonderful physical experiences and how they’re presented online.

Today’s travellers are increasingly discovering and booking hotel stays through their smartphones, with over 70% researching and planning their trips this way. The question isn’t whether you need effective website technology – it’s whether your current solution is truly serving your hotel’s needs and matching the excellence you deliver in person.

Delivering better online experiences

Think about your hotel’s reception for a moment. You’ve likely invested significant time and resources in creating that perfect first impression. The lighting, the ambience, the warm welcome your guests receive. Now consider this: your website is your digital reception, and for most guests, it’s their first experience of your business. Just as you wouldn’t compromise on your physical reception area, your website deserves the same level of care and excellence. Every interaction should reflect the quality of the experience you offer.

When your website creates friction rather than inspiration, you’re not just losing bookings, you’re losing the opportunity to showcase what makes your hotel truly special.

Generating more direct revenue

Let’s talk about real impact. Our clients have seen their direct online revenue increase by 180% throughout 2024. Mostly by getting their website technology right. This isn’t about having a fancy website; it’s about having the right foundation that works for your business. Did you know

that 52% of potential guests searching for accommodation will go direct to a hotel website from an Online Travel Agent (OTA). But if they encounter a frustrating booking experience, they’ll quickly switch back to an OTA, taking their valuable direct booking with them.

This is where our purpose-built hospitality website technology makes the difference. When you provide your guests with an engaging, trustworthy platform that truly represents your hotel, the impact ripples through your business. Online browsers stay longer on your site, explore more of what you offer, and most importantly, book directly with confidence. The result? You retain more revenue, build stronger guest relationships and gain more control of your direct booking channel.

Your hotel deserves to thrive in 2025, but you don’t have to navigate your challenges alone. As you consider your next steps in strengthening your direct booking strategy, give us a call to talk about your bright future – 01803 872999.

www.clock-work.co.uk

ARE YOU USING SOLAR TO REDUCE ENERGY WASTAGE AND OPERATIONAL COSTS?

A solar installation will increase your energy security and offset guest wastage, WITHOUT compromising on guest comfort.

You can reduce operational costs and promote sustainability with a 25-yr lifespan system, that in most cases will payback in as little as 4-yrs!

We are nationwide Commercial Solar installation experts with hospitality sector experience.

Contact us today to see how we can help your business

STAYING ALERT

Deafgard: The Alarm for the Deaf and Hard of Hearing.

Guest safety is a top priority for hotels, and providing inclusive solutions is essential in today’s hospitality landscape. Fireco’s Deafgard is an innovative device designed to protect deaf and hard of hearing individuals during emergencies, offering peace of mind to both guests and hotel operators. Combining functionality, portability, and compliance, Deafgard is an essential addition to modern safety protocols.

Deafgard is a battery or mains-powered unit designed for bedside use. It features a vibration pad placed under the pillow, a flashing light, and a screen that displays the word “FIRE” when it detects an alarm. If the fire alarm sounds, the pad vibrates and the lights flash, ensuring immediate and clear notification for guests who cannot rely on audible alerts.

A Portable, Cost-Effective Solution

One of Deafgard’s greatest advantages is its portability. Unlike hardwired systems, Deafgard requires no installation or integration with a hotel’s fire alarm system. This makes it an ideal solution for properties of all types, whether new builds or heritage hotels. Guests can take the device to their room and set it up independently, ensuring their safety while maintaining their privacy.

This simplicity also translates into cost savings for hotel operators, as there’s no need for expensive retrofitting or complex installation processes. Additionally, Deafgard complies with elements of the Equality Act 2010, helping hotels meet their legal obligations to provide an inclusive environment.

Enhancing Guest Confidence

For deaf or hard of hearing guests, staying in a hotel equipped with Deafgard offers reassurance. It provides independence and ensures guests are alerted in emergencies without the need for intervention by staff or strangers.

“For someone who is deaf or hard of hearing, a stranger coming into your hotel room to alert you of an emergency could be distressing. Thankfully, we found Deafgard. Our guests can take the device to their room as it is easily portable, and they can relax knowing they will be alerted automatically in the event of a fire.” Ben Hewitt, Hotel Manager

Operational Benefits for Hotels

Deafgard also streamlines hotel operations. Its portability allows staff to allocate devices to specific rooms when needed, and its straightforward design makes maintenance simple.

“The Deafgard unit provides our hotel customers with a reliable solution that ensures deaf and hard-of-hearing guests will be alerted if a fire breaks out.” Babette Potter, Sales Administrator

With its focus on safety, inclusivity, and practicality, Deafgard is a valuable investment for any hotel.

Deafgard from Fireco Safety and reassurance, always within reach

With over 12 million deaf and hard of hearing people in the UK, how can you make your facilities more inclusive and ensure your fire safety procedures are safe for all guests?

Deafgard is a portable, wire-free device designed to alert deaf and hard of hearing individuals in the event of a fire alarm. Compact and easy to use, it provides peace of mind when it matters most.

Deafgard from Fireco ensures you comply with elements of the Equality Act 2010

Vibrates and flashes when the fire alarm sounds

Portable and ideal for hotels

Battery or mains-operated with no installation required

HOTEL TAILORING

Making 5-star first impressions with tailored uniforms.

In the competitive world of hospitality, first impressions can define a guest’s experience. The presentation of hotel staff plays a crucial role in creating a lasting, positive impact, and uniforms are often the unsung heroes of this process. A well-designed, tailored uniform reflects professionalism, cohesion, and the essence of a hotel’s brand.

To explore the importance of uniforms in hospitality, we spoke with Michael Turner, Managing Director of Stuncroft, the official uniform partner for the 2025 Hotel Awards. Stuncroft is renowned for its craftmanship in Tailoring and owns the brand, Clubclass Tailoring. Clubclass create stock tailoring that meet the rigorous demands of the hospitality industry. Their bespoke “Made to Measure” service provides high-end customisation, allowing hotels to select fabrics, styles, and features that reflect their brand’s identity.

The Role of Tailoring in Hospitality

“Uniforms are more than just clothing—they’re a message,” Michael explained. “They tell guests about your hotel’s values and standards before anyone speaks a word.” A polished uniform, whether worn by a front desk associate or a concierge, sets the tone for an exceptional guest experience.

Tailoring enhances this message, ensuring that uniforms fit perfectly and project confidence. “When staff feel good in what they wear, it shows in their demeanour. That confidence leads to better guest interactions,” Michael emphasised.

Balancing Elegance with Practicality

Beyond aesthetics, practicality is key in uniform design. Hospitality staff spend long hours on their feet, managing a variety of tasks. Durable, comfortable, and easy-to-clean uniforms are essential.

Clubclass offers a diverse range of mix-and-match styles, accommodating various body shapes and sizes. Options include short, regular, and long lengths, with a dedicated sizing day service that allows teams to try on garments and ensure the perfect fit. Michael highlighted, “Our highquality fabrics are tested to withstand the demands of the industry, maintaining a premium appearance even after repeated wear and washing.”

Why Uniforms Are an Investment

Michael believes that high-quality uniforms yield long-term benefits. “It’s not just about looks. Guests associate a welldressed team with care and professionalism, which builds

trust and elevates the overall experience.”

Uniforms also foster team spirit and pride. A cohesive, professional appearance makes staff feel part of something greater, inspiring them to exceed guest expectations.

Aligning with Brand Identity

Michael understands that uniforms are a storytelling tool. “Every hotel has its own personality. Whether modern, traditional, or casual, uniforms should reflect the brand’s essence.” Stuncroft supply tailoring to designers and suppliers across the UK, ensuring their tailoring meets each client’s unique vision.

Tailored uniforms do more than enhance staff appearance—they set the stage for an unforgettable guest experience, reflecting a hotel’s values and attention to detail. As Michael put it, “Uniforms are an extension of your brand, creating a welcoming, professional first impression that resonates with guests. For hotels striving to stand out in the industry, investing in tailored uniforms is not just a choice—it’s a necessity. Tailoring is the bones of a good uniform, style it how you wish to showcase different roles, match your brand and brand values, go casual, traditional or formal but if your team wear a good suit that fits well your team will create that 5 star lasting impression.”

How to Learn More

Clubclass tailoring is available through a network of suppliers across the UK and Europe. Contact Nikki McKinley, Sales Manager, at nikki.mckinley@stuncroft.co.uk or visit clubclasscorporatewear.co.uk and stuncroft.co.uk for more information.

In the Hot Seat ANNA SEBASTIAN

In the Hot Seat this month is Anna Sebastian, Founder of Anna Sebastian Hospitality and CEO of Celebrate Her. With a career dedicated to redefining hospitality and championing diversity in the industry, Anna has become a leading voice for change. In this exclusive interview, she shares insights into her journey, the challenges she has overcome, and her mission to create a more inclusive and dynamic hospitality landscape.

Anna Sebastian’s journey into the hospitality industry was anything but conventional. Initially drawn to the military, she trained for the Royal Artillery at Sandhurst, where she developed a deep appreciation for discipline, strategy, and the power of the human mind. However, a medical discharge due to Graves’ disease led her to seek a new purpose.

Her career in hospitality began in London’s nightclub scene, working at renowned venues like Chinawhites and Ministry of Sound. It was during this time that she first witnessed the transformative power of hospitality—how a skilled manager could completely change the atmosphere of a room with just a few strategic adjustments. This experience sparked a passion that led her to The Savoy in 2010, where she spent seven formative years, followed by four years at The Langham, refining her expertise in bar operations and beverage programs.

In 2022, Anna took a leap into consulting, helping bars reopen and develop strategic plans post-pandemic. By 2023, she had turned her freelancing into a full-fledged business, leading a team that works with luxury hotels worldwide, focusing on commercial and creative strategy, branding, and marketing within the hospitality sector.

Reflecting on her career, Anna emphasises that it is often the challenges, setbacks, and mistakes that shape an individual the most. For her, the most rewarding aspect has been witnessing the success of those she has worked with over the years. The mentors who have guided her have also played a pivotal role, not only shaping her management style but also helping her grow as a person.

Delving into the creation of Celebrate Her, Anna revealed that it was born out of a post-shift conversation at the Artesian Bar. Recognising the lack of visibility for women in the drinks industry, Anna said, “We wanted to give more women a platform and visibility in a male dominated field. We didn’t expect it to grow as much as it did and turn into a global entity with over 400 women in the space across 40 different countries.”

The platform focuses on three core pillars: Education, Wellbeing (including Safety and Mental Health), and Community & Events. Celebrate Her partners with brands, hotels, and industry leaders to provide events, seminars, and resources aimed at driving meaningful change. The group has also expanded to include Celebrate Mothers, which advocates for better support systems for parents within hospitality.

Anna believes that true diversity and inclusion require more than just good intentions—they require action. Celebrate Her works to facilitate difficult conversations, challenge outdated industry norms, and push for real, tangible change. She emphasises the need to rethink everything from job descriptions and interview processes to workplace policies and team structures in order to create a more equitable industry.

As we are now in this new digital era which has changed everything, Anna explained, “We need to be looking at our processes - how we manage, how we reward and what is important to people now. Things progress and move much

quicker, and, as an industry, we need to be on the ball with it all more than ever.”

This is why hosting global events and networking opportunities is important to Celebrate Her as it helps professionals connect organically, fostering mentorship and collaboration in an industry that has historically been male-dominated.

As a consultant to luxury hotels, Anna brings an extensive knowledge of the drinks industry, visiting over 300 bars and restaurants annually and attending 20+ industry events worldwide. This hands-on experience, combined with her deep understanding of both the operational and corporate sides of hospitality, allows her to act as a bridge between bartenders, hoteliers, and corporate teams.

Her approach is rooted in purpose-driven hospitality— ensuring that every decision is backed by a clear ‘why.’ She is a firm believer in building strong communities within teams and fostering an environment where individuals feel valued and empowered to succeed.

Anna commented, “We are connectors, and often bring clients and people together, whether it is informal introductions or with a business proposition in mind.

“As an industry, we need to collectively improve and if we can do it together, then even better. We need to do more than just opening doors for people, we need to actively pull people through.

“We’re big believers in breaking the norm, doing something different and also having the hard conversations that no one else wants to.”

For Anna, a hotel’s greatest asset is its team. Investing in employees—understanding their values, priorities, and needs—is crucial for long-term success. However, she advocates for modernising traditional HR practices, such as outdated engagement surveys and interview formats, to better reflect the evolving workforce.

She also stresses the importance of workplace safety and safeguarding staff from inappropriate guest behaviour, emphasising that no level of revenue should compromise employee wellbeing. Additionally, she challenges the common practice of referring to hospitality teams as ‘families,’ advocating instead for a community-driven approach that maintains professional boundaries while fostering a shared sense of purpose.

For those looking to build a career in hospitality—or even start their own business—Anna offers simple but powerful advice, “Don’t be afraid to do something that no one else is doing; that is usually where you can make an impact. Always prepare an exit plan for when things go wrongthese things usually happen very quickly.

“Take a chance on others, give people a seat at the table, open doors and strive to be that person that changes someone else’s life.”

Anna Sebastian is a trailblazer in the hospitality industry, using her platform to drive real change, challenge conventions, and uplift others. Through her work with luxury hotels and Celebrate Her, she continues to shape the future of hospitality, one conversation, one strategy, and one connection at a time.

MODERN LUXURY

GRACE LA MARGNA ST MORITZ

“The upgrades emphasise

creating

spaces that feel both grand and intimate.”

GRACE LA MARGNA ST MORITZ is a distinguished 5-star superior boutique hotel that harmoniously blends historic Art Nouveau architecture with contemporary luxury. Originally constructed in the early 20 th century, the hotel has been meticulously restored to offer guests an exceptional experience in the heart of the Swiss Alps.

David Frei General Manager of GRACE LA MARGNA ST MORITZ, revealed how the journey of the old hotel “La Margna” took a transformative turn in 2020, when the current owner acquired not only the historic property but also the trademarks of the Grace Hotels brand. While Grace Hotels as it once existed no longer operates, this marked the birth of a reimagined vision for the brand.

GRACE LA MARGNA ST MORITZ is now the flagship property of the newly conceived “Grace Hotels” collection.

“This exciting new chapter combines the timeless elegance of the Belle Époque era with a fresh approach to modern luxury. With plans for expansion on the horizon, the Grace Hotels collection aims to redefine hospitality through a curated selection of properties that embody heritage, style, and impeccable service,” said David.

The hotel recently underwent significant renovations, to which David revealed, “Were guided by a vision to honor the hotel’s historic architecture while introducing modern design elements that cater to today’s luxury traveller.”

The team collaborated with renowned architects and designers to preserve iconic features like Nicolas Hartmann’s granite columns, while enhancing the interiors with contemporary comforts. The upgrades emphasise creating spaces that feel both grand and intimate, ensuring every corner inspires and delights. These updates also introduced state-of-the-art facilities, such as a wellness area and refreshed dining venues, enhancing every aspect of the guest journey.

We asked what it is that sets Grace La Margna apart from other luxury hotels in St. Moritz, to which David explained, “It’s the unique blend of heritage and

innovation. Our location offers breathtaking views of Lake St. Moritz and the Engadin Alps, providing a picture-perfect backdrop. The hotel’s character shines through in its meticulous attention to detail, from the historic craftsmanship of our lobby to our personalized guest services that redefine hospitality. Additionally, our international Beefbar concept and venues like Stüvetta Moritz offer culinary experiences combined with modern designs from acclaimed interior designers.”

Swiss hospitality is deeply rooted in precision, discretion, and a genuine desire to provide seamless service. It’s about understated luxury - every detail is considered to ensure guests feel effortlessly cared for, without being overwhelmed. “While hospitality in the UK often excels with charm, warmth, and tradition, Swiss hospitality brings a heightened level of efficiency and meticulous attention to quality that reflects the country’s reputation for excellence,” David added.

It is this reputation that underpins everything the team does at GRACE LA MARGNA ST MORITZ. David spoke on how from the moment a guest arrives, they experience precision and care, from the immaculate presentation of the rooms to the punctuality of services.

“Even our collaborations, whether with local artisans or international luxury brands, reflect a commitment to quality”, David said. At the venue they are constantly auditing and refining operations to ensure they meet the highest standards, delivering an experience synonymous with Swiss excellence.

Looking to the future, David revealed that his aspiration is to solidify GRACE LA MARGNA ST MORITZ as “A beacon of contemporary luxury rooted in tradition. We aim to deepen our connection with the Engadin community, expanding our sustainability efforts and celebrating local culture.

“Ultimately, our goal is to be recognised as one of the most iconic hotels in St. Moritz or even Switzerland, a place where heritage meets modern elegance effortlessly.”

gracehotels.com

FOSTERING LONGTERM LOYALTY

We spoke to Calvern James, Director at Caterer.com to delve into why loyalty matters and how it can significantly benefit your business.

Building long-term loyalty among new hires isn’t just about ticking boxes with training and flexible hours. It’s about creating a space where they feel genuinely connected and integral to the bigger picture.

How can hospitality employers create workplaces that nurture their workforce, but also make their brand attractive to jobseekers – a place where people really want to stay?

Why Loyalty Matters

Did you know that on average a person will have 12 jobs over their lifetime and spend an astonishing 90,000 working hours. For hospitality businesses, this means investing a tremendous amount of time and resources into recruiting, onboarding and training new staff. A loyal and committed team isn’t just a nice-to-have; it’s vital for longterm business survival.

Employees care deeply about fairness, truth, and responsibility. They want to work for an employer who not only espouses these values but lives them daily. Loyal employees are less likely to resign, are proven to work harder and stick with employers through tough times— helping to build stronger, more resilient teams.

Focus on your People

Hospitality is, at its core, all about people. One of the main reasons new hires choose to stay or leave a role hinge on the relationships they build. Positive interactions with managers and colleagues, along with feeling heard and appreciated, make new hires feel valued—a major factor in fostering loyalty.

Consider giving new employees a platform to voice fresh ideas from day one. Empower them with real responsibilities instead of just easing them in. This not only shows trust but also ignites a sense of ownership. When employees feel they have a stake in the company’s success, their commitment naturally deepens.

Empowerment and Ownership

Flipping the traditional hierarchy can be a game-changer. By involving new hires in decision-making processes and encouraging their input, you cultivate an environment where innovation thrives. This approach can lead to fresh perspectives that benefit the entire organization.

Career Development

Retention and brand loyalty skyrocket when employers offer tailor-made training and development opportunities. Giving new hires the tools and training to excel right from the start fosters a positive attitude toward your brand.

Say ‘Thank You’ and listen

Never underestimate the power of appreciation. A simple ‘thank you’ or genuine praise when new hires go the extra mile can significantly boost morale. Feeling valued makes employees far more likely to stay than if their efforts go unnoticed.

Cultivate Open Communication

Involve new hires in the conversation about how their role

could be improved. Ask for their feedback and, crucially, listen to what they have to say. You might not be able to implement every suggestion, but acknowledging their input reinforces that they are an integral part of the team.

What Do New Hires Want from an Employer?

While salary and benefits are important, today’s new hires are looking for more. They seek a brand that aligns with their own values, where they feel ‘seen’ and appreciated. Benefits that match their personal needs, opportunities for career development, and training are high on their list.

Interestingly, the number one benefit hospitality job seekers are looking for is flexible working arrangements. Ensuring a good work-life balance isn’t just a perk—it’s a necessity for attracting and retaining top talent.

Building long-term loyalty among new hires is an ongoing process that requires intentional effort and genuine care. By focusing on your people, investing in their growth, showing appreciation, and aligning with their values, you create a workplace where employees are not just satisfied but truly engaged and committed. caterer.com

ASSESSING THE IMPLICATIONS

Scotland’s hotel industry is grappling with the upcoming visitor levy legislation. In this guest column from Leon Thompson, the Executive Director of UKHospitality Scotland, we reveal the key mitigation measures that UKHospitality Scotland has successfully been an advocate for.

Hotel owners and operators in Scotland are considering how visitor levy legislation will affect them, after Edinburgh confirmed it will introduce a 5% levy on accommodation costs from July next year.

Capped at a maximum of five nights and applicable to all accommodation providers across the capital, City of Edinburgh Council estimates the new tax will raise £50m-a-year.

It comes hot on the heels of the Welsh government’s plans to introduce a tourism tax in 2027, with visitors paying £1.25 per night for most accommodation types.

While it’s now confirmed that the levy in Edinburgh is going ahead, our fundamental concerns remain: that this levy will make visiting Edinburgh more expensive, cut tourists’ spending in the wider visitor economy and has the potential to reduce future visits.

Through our work with City of Edinburgh Council, however, UKHospitality Scotland has been successful in securing some mitigation measures for businesses. Most importantly, we secured agreement that accommodation providers keep 2% of revenue to help cover their costs in administering the levy – a critical support measure.

City of Edinburgh Council has also listened to our recommendation to delay when accommodation providers must start charging the levy, voting to push back the start of the transition period to 1 October this year, rather than 1 May.

It means hotels will have a further three months to prepare for charging the levy, as they must apply the tax to advance bookings made as of 1 October for stays on or after 24 July 2026. We believe this is vital to give businesses and booking platforms enough time to implement new systems.

Now, it’s essential that the Council uses levy funds improve the attractiveness of Scotland’s capital as a visitor destination and mitigate the impact of the levy on hotels. Indeed, a key request from UKHospitality Scotland was

that hospitality businesses be plugged into the Visitor Levy Forum, which will guide how levy income is allocated and spent, while our member and partner Edinburgh Hotels Association will be working to ensure there are benefits for the city’s visitor economy.

And Edinburgh might just be the start, because the legislation gives all 32 local authorities in Scotland the power to raise this tax. The Highland Council – with a mooted winter 2026 start date – Argyll and Bute Council and Glasgow City Council are now consulting on a levy. Others, including Stirling, Aberdeen City and Aberdeenshire are considering next steps.

UKHospitality Scotland is urging these other councils to pause start dates to ensure they’ve consulted fully with businesses and established whether or not a levy is the best approach for their area – something we would argue is often not the case.

https://www.ukhospitality.org.uk/guidance/edinburghvisitor-levy/

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