MARCH 2024
THE LEADING PROFESSIONAL JOURNAL FOR HOTELIERS
coming
soon
For more information, please contact declan@cimltd.co.uk
EDITOR’S NOTE
MARCH 2024
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he hotel lobby – an area that serves as a welcoming and communal space where guests check in, gather, and unwind, creating a first impression that sets the tone for their overall stay. The lobby essentially offers an opportunity to be had, one that you can’t get again. Opening the issue is our Design and Interiors feature, where we establish the importance of not underestimating the power of design as we investigate the role of the hotel lobby as a multifunctional space, and how its design can impact the overall guest experience. In line with this, our Essential 5 feature highlights five high in demand design trends in hotels for 2024. In recent years, mobile technology has revolutionised the hospitality industry, enhancing guest experiences and streamlining operations in hotels. From check-in to check-out, mobile devices play a pivotal role in providing convenience and efficiency. Guests can now use mobile apps for seamless check-ins, accessing their room key directly on their smartphones, bypassing traditional front desk processes. As the landscape around digitalisation in hospitality continues to broaden, or indepth focus on technology leans on industry experts who reveal how to get mobile technology in hospitality right. Amongst our regular features, including Hotel of the Month which, this March, journeys to the Costwolds to step inside the stunning, newly refurbished Cowley Manor, we also share a short piece on Gift Cards. In 2023, there was a heightened demand for hotel gift cards amongst consumers, so expert commentary reveals how hotels can successfully implement and market gift cards in order to boost footfall. Of course, this is just a snippet of what lies inside these pages. As ever, enjoy the read!
JADE EVANS, EDITOR
© 2024 TGM Publishing Limited, 1st Floor, Saphir House, 5 Jubilee Way, Faversham, Kent, ME13 8GD. No part of this magazine may be reproduced or stored in a retrieval system or transmitted in any form – electronic, mechanical or physical – without express prior permission and written consent of the publisher. Contributions are invited and when not accepted will be returned only if accompanied by a fully stamped and addressed envelope. Manuscripts should be type written. No responsibility can be taken for drawings, photographs or literary contributions during transmission or in the editor’s hands. In the absence of an agreement the copyright of all contributions, literary, photographic or artistic, belongs to TGM Publishing Limited. The publisher accepts no responsibility in respect of advertisements appearing in the magazine and the opinions expressed do not necessarily represent the views of the Publisher. The Publisher cannot accept liability for any loss arising from the late appearance or non publication of any advertisement.
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CONTENTS
9 DESIGN AND INTERIORS Focusing on not underestimating the power of design, we investigate the role of the hotel lobby as a multifunctional space and how its design can impact the overall guest experience.
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20 HOTEL OF THE MONTH
We journey to the beautiful Cotswolds to step inside the newly refurbished Cowley Manor, which features as our Hotel of the Month.
23 TECHNOLOGY
As technology continues to shape the hospitality space, we look specifically at mobile technology and how to utilise this at your overnight stay venue.
42 GIFT CARDS
20 21 EDITOR
Jade Evans jevans@cimltd.co.uk
EDITORIAL ASSISTANT Ailsa Newgreen ailsa@cimltd.co.uk
PUBLICATION MANAGER Declan Wale dec@cimltd.co.uk Tel: 01795 509 112
ACCOUNT MANAGER Jazmine Davis jazmine@cimltd.co.uk Tel: 01795 509 112
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As we see the demand for gift cards in hotels soar, we look at how hotels can successfully implement and market gift cards in order to boost footfall.
48 HOTEL, RESTAURANT & CATERING SHOW HRC will return to London’s ExCeL this March for an immersive dive into the future of hospitality, offering invaluable networking opportunities and a chance to explore the very latest trends in foodservice. So you know exactly what to expect ahead of your visit, we share all the details.
58 UK HOSPITALITY
As a fantastic source of expert guidance and insight, we are delighted to share another guest column by UK Hospitality’s Kate Nicholls.
ACCOUNT MANAGER
DESIGN AND PRODUCTION
ADMINISTRATION MANAGER
James Taylor james@cimltd.co.uk
Manjeet Griffiths manjeet@cimltd.co.uk Tel: 01795 509 112
Natalie Murray admin@cimltd.co.uk Tel: 01795 509 103
CREDIT FACILITIES MANAGER Gwen Lee creditcontrol@cimltd.co.uk Tel: 01795 509 103
Grant Waters grant@cimltd.co.uk
SALES DIRECTOR Tom Woollin tom@cimltd.co.uk
CHIEF EXECUTIVE John Denning
MARKETING MANAGER Lucas Payne lucas@cimltd.co.uk
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INDUSTRY UPDATE
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South Place Hotel Proudly Selected to Join The Membership of Preferred Hotels & Resorts Within the Brand’s L.V.X. Collection
outh Place Hotel, the luxury boutique hotel, located in the City, has been accepted into membership of Preferred Hotels & Resorts the world’s largest independent hotel brand that represents a global portfolio of distinctive hotels, resorts, residences, and unique hotel groups across 80 countries. South Place Hotel is the newest experience available within the Preferred Hotels & Resorts L.V.X. Collection. Featuring the finest accommodations coupled with attentive, engaging, and exclusive personal service, the Preferred Hotels & Resorts L.V.X. Collection offers worldly and illustrious hotels, located in vibrant city centres or destination escapes, to provide guests with notable inspirations and memorable experiences through exceptional dining, entertainment, and spas. South Place Hotel is boutique, luxurious, lively and fresh-faced, the first hotel from restaurateurs, D&D London. With 80 bedrooms, Michelin-starred restaurant, Angler, five bars and a floor of event spaces, the hotel was designed for wining, dining and dancing, before falling into a comfortable bed. Designed by Conran + Partners, inspired details and
playful touches mirror the vibrant neighbourhood, a deft mixture of the contemporary City, London’s most historic quarters and the achingly cool East End. Both inside the hotel and a short walk away you’ll find something to explore on every visit. During the week the hotel exudes stylish business buzz and at the weekend it slips into something more elegant, attracting leisure customers from all around the UK and internationally.
Conrad Maldives Rangali Island Appoints Thomas Hoeborn as General Manager
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onrad Maldives Rangali Island is delighted to announce the appointment of Thomas Hoeborn as General Manager. A hospitality veteran with close to 40 years in the industry, Hoeborn’s new role will see him further drive Conrad Maldives Rangali Island’s ongoing commitment to luxury and innovative guest experiences. Jamie Mead, senior director, operations, South East Asia, said: “Thomas’ seasoned leadership acumen and track record in luxury hospitality will go a long way in further cementing Conrad Maldives Rangali Island’s leadership position in Maldives’ competitive luxury market. Through his deep-rooted understanding of the Conrad brand ethos, we are confident that Conrad Maldives Rangali Island will continue to elevate excellence and be the luxury hotel of choice for thoughtful, purposeful and conscientious travelers to this inspiring destination.”
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Hoeborn most recently served as Area General Manager in Central China, where he oversaw the operations and performance of eight Hilton and Conrad hotels, including the 728-room Conrad Shanghai. Prior to his stint in Central China, Hoeborn was Area General Manager of Hong Kong, Macau and Taiwan for Hilton’s multi-branded hotels in the region, and General Manager of the internationally-acclaimed Conrad Hong Kong. Through his career, he had also helmed various leadership roles across Hilton properties in Hong Kong, Japan and Thailand “I am thrilled to embark on this next chapter of my career, this time taking the helm of the esteemed Conrad Maldives Rangali Island. The resort is known for its exceptional service and innovation, thanks to the unwavering dedication of the team. I look forward to contributing to the resort’s legacy and ensuring that our guests continue to enjoy the exceptional experiences that we are known for,” said Hoeborn.
INDUSTRY UPDATE
Leading Wiltshire Inn, The Bradley Hare Appoints New General Manager
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he Bradley Hare has welcomed a new General Manager, Bjorn Annegarn, an operations executive and hospitality general manager. Bjorn was educated at the Swiss Hotel Management School in Switzerland, where he achieved his Honours Degree in International Hospitality Management. Bjorn then moved to Tanzania where he took on the position of Lodge Manager with Singita Grumeti Reserves in the Serengeti. Singita is set on the great plains of the Serengeti in the perfect location to witness the Great Wildebeest migration. In 2011 they won Travel & Leisure Magazine World’s Best Hotel Overall. Bjorn moved to the UK in 2020 and has consulted to a variety of businesses in the marketing, hospitality, and technology industries - clients included the recently opened Parade Cinema in Marlborough, a boutique cinema inside a deconsecrated church. Bjorn commented: “I am excited to be joining the team at The Bradley Hare, my background in hospitality plus my experience working in marketing, advertising and technology provides me with a diverse foundation that can be applied to The Bradley Hare. “I was initially drawn to The Bradley Hare by the decor, art, food, and service. But what has really impressed
me is the quality of the team that I get to support. They are motivated, enthusiastic, and professional. My predecessor, Ben Jones, has developed great momentum that I hope to continue with in 2024. I look forward to creating and maintaining meaningful connections with local suppliers and refining our summer 2024 menus with Head Chef Pascal Vickery.”
RBH appoints Group Director of Revenue Management
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BH Hospitality Management has appointed Jennifer Paylor as Group Director of Revenue Management. She joins the management company with more than 25 years of revenue experience in the hospitality industry, including roles with Intercontinental Hotel Group, Principal Hotel Company and other large operators. Responsible for overseeing RBH’s industry-leading revenue management team, she will fulfil a key role in driving the commercial performance of each of the 50+ hotels. Jen will be working closely with RBH’s Group Director of Sales, Andrew Secker, and Group Director of Marketing, Andrew Farrow to continue building on RBH’s strategies to maximise revenue across the entire hotel portfolio. On Jen’s appointment, RBH’s CEO, David Hart, said: “Jen’s impressive and extensive experience in both revenue management and hospitality demonstrates her two unified passions that will be a huge asset to
RBH. Her proven aptitude for effective forecasting, market analysis and agility will complement the hugely successful commercial team that operate such a pivotal arm of support to all of our hotel General Managers. “It’s great to have Jen on board, especially at such an exciting time for RBH as we look forward to more hotel openings, new builds and new partnerships in 2024.” Jen said: “Following a short transition away from the hospitality sector, I am delighted to return to the industry I am most passionate about, and to join such a highly regarded team at RBH. It’s an exciting opportunity to work with so many different hotels, from luxury to economy, branded and independent, each with a crucial role to play in the market. “I’m eager to leverage my experience and to collaborate with our talented teams to drive strategic initiatives that will elevate financial performance through each hotel’s total revenue, market share and profitability.” www.thehotelmagazine.co.uk
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DESIGN AND INTERIORS
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DESIGN AND INTERIORS – ESSENTIAL 5
LEAVING AN IMPRESSION We outline five high in demand design trends in hotels for 2024.
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BIOPHILIC DESIGN We are seeing more hospitality venues incorporating natural elements into hotel design, such as greenery, natural light, and water features, to create a more calming and welcoming environment. The term “biophilia” refers to the innate human tendency to seek connections with nature and other forms of life. Biophilic design aims to enhance wellbeing, productivity, and overall satisfaction by fostering a harmonious relationship between humans and the natural world. This trend aims to connect guests with nature and enhance the experience.
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LOCAL CULTURAL INFLUENCE Designing spaces that reflect the local culture, history, and art. Hotels are now increasingly incorporating regional aesthetics, materials, and artworks to create a unique sense of place, providing guests with an authentic and immersive experience. Boasting a design at your hotel that has local cultural influence demonstrates respect for the heritage and traditions of the community. It can also foster a positive relationship between your hotel and the local community by showcasing and preserving cultural elements, in turn, boosting the reputation of a venue.
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SMART TECHNOLOGY INTEGRATION The integration of smart technology in hotels has become increasingly popular as a means to enhance guest experiences, improve operational efficiency, and stay competitive in the hospitality industry. Implementing cutting-edge technology to enhance the guest experience, including smart room controls, interactive devices, combi-ovens in your kitchens, keyless entry and personalised services can not only add a modern touch but also improves convenience for guests.
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SUSTAINABLE AND ECO-FRIENDLY PRACTICES Integrating environmentally conscious design elements, such as energy-efficient lighting, water-saving fixtures, and the use of recycled or locally sourced materials can really make a splash with those who visit your hotel. Sustainable practices have become a significant consideration in hotel design as they can enhance the longterm viability of a hotel by ensuring resilience in the face of changing environmental conditions, regulatory requirements, and consumer expectations.
FLEXIBLE AND MULTIPURPOSE SPACES As hotels often host a variety of events such as conferences, weddings, seminars, and parties, multipurpose spaces are essential when thinking about design. Flexible spaces can be easily transformed to accommodate different setups and functions, making them suitable for a wide range of events. This trend reflects the changing needs of guests, allowing for a seamless transition between work and leisure activities within the hotel environment, meaning you’re able to cater to a broad range of guests.
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DESIGN AND INTERIORS – ESSENTIAL 5
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DESIGN AND INTERIORS
DÉCOR DIGEST Don’t underestimate the power of design – we investigate the role of the hotel lobby as a multifunctional space and how its design can impact the overall guest experience.
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he hotel lobby serves as a multifunctional space that plays a crucial role in creating a positive and memorable experience for guests. It is crucially the first point of contact for visitors and sets the tone for their entire stay. In order to create a memorable first impression, the lobby should convey a welcoming atmosphere, that influences guests’ overall perception of the hotel and this can be done in a plethora of different ways. Chris Smith, General Manager of the Vineyard explained that at his hotel the lobby is designed to immerse guests into the wine-themed experience from the moment they arrive: “Upon entering through the front lobby, guests will experience our wine vault, featuring glass floors adorned with Californian terroir, creating a unique and welcoming ambience. The birds-eye-view into the wine cellar below serves as an immediate introduction to the rich wine culture that is embedded throughout the hotel.” Setting the tone and educating guests on what you stand for as soon as they step through the door of your venue is essential as a warm and welcoming atmosphere helps
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guests feel valued and appreciated. It contributes to a positive guest experience, leading to higher satisfaction levels and potentially encouraging repeat business or positive reviews. Chris recognises how the hotel lobby becomes a dynamic, multifunctional space by moving beyond the traditional front desk setup. At The Vineyard, they blend various functional zones within the lobby, offering diverse areas for lounging, dining, and working: “The incorporation of different seating options transforms the lobby into an engaging space that guests can enjoy rather than merely passing through.” The interior design of the lobby hugely reflects the hotel’s brand identity and overall theme and Chris explained how at The Vineyard the lobby is a testament to the venue’s commitment to the wine theme that is found in every nook and cranny of the hotel. “At The Vineyard, we have an impressive collection of 30,000 bottles of wine from both the New and Old World, as well as award-winning wines from Sir Peter Michael’s Winery in California. Beyond this, each of our 49 bedrooms
DESIGN AND INTERIORS
“When it comes to seating areas, hoteliers should offer a variety of comfortable options to cater for different needs.” are named after wines from the renowned ‘Peter Michael Winery,’ complimented by cork wallpaper and thematic decor. Whimsical signs on bedroom doors, such as ‘Time to Top me Up’ and ‘Wine Down’ for room service, contribute to a cohesive brand identity. The surroundings, including tours offered by the All Angels Vineyard, further enhance the thematic experience.” Lighting and colour schemes are pivotal in creating a captivating lobby ambience. Chris told us how at The Vineyard, they carefully chose the lighting and a red-warming colour palette contribute to an inviting atmosphere. These elements are crucial in influencing guest perceptions, setting the tone for their stay and creating a memorable visual experience. “Crafted with meticulous attention, the design ensures a lasting positive impact as the first and last thing they encounter. Immersive wine-themed elements and thoughtful design choices guarantee that guests embark on and conclude their stay with a profound sense of enchantment and satisfaction. “Furthermore, hosting one of the largest private art collections in the UK, featuring notable works by artists like Ronald Searle and sculptures by Michael Thacker and Henry Moore, our lobby welcomes guests with an array of
impressive art sculptures and pieces, adding an extra layer of sophistication to their arrival experience,” added Chris. Aline Peters, Marketing Manager at Clermont Hotel Group recognises that people are seeking unforgettable experiences, so it’s important to create a warming and welcoming atmosphere that resonates with guests the moment they step through the door: “The layout of a hotel lobby plays a crucial role in shaping guests’ first impressions, setting the tone for their entire stay. A welldesigned lobby should be more than just a functional space; it should be an inviting, comfortable, and memorable extension of the hotel’s brand and personality.” In the opinion of Aline, the lobby layout should prioritise spaciousness and flow, allowing guests to move around as freely as possible. Ample space around the reception desk, seating areas and entrances are key to creating this sense of openness. “When it comes to seating areas, hoteliers should offer a variety of comfortable options to cater for different needs and preferences, including plush seating for relaxation, sofas for groups and individual chairs for working or reading. Lighting is also important for the feel of a lobby – hoteliers should maximise natural daylight where possible, using large windows or skylights to bring the outdoors in. www.thehotelmagazine.co.uk
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DESIGN AND INTERIORS
In the evening, warm lighting helps to create a cosy and inviting ambience.” Design elements such as layout, seating and lighting all feed into the overall atmosphere and feel of a hotel, which in turn plays an integral role in shaping the guest experience. Aline believes that hoteliers should pay close attention to the details, as it’s often the little things that guests will remember. For example, upon entering the hotel lobbies in both The Clermont Victoria and The Clermont Charing Cross, guests are welcomed by the aroma of The Clermont’s signature fragrance and the sight of ornate furnishings as a nod to their histories. Efficiency and functionality create an impression that the experience is good quality. Aline sees that guests’ experiences can be elevated through simple solutions: “For example, The Clermont hotels feature high-quality soft furnishings and well-looked-after plants, making an attractive environment for guests to enjoy. We only use living plants as opposed to faux or plastic ones, which also helps to add a sense of authenticity and quality.” Innovative features in the lobby, such as interactive displays, art installations, or unique architectural elements, can set a hotel apart from others but Aline believes that hotels should choose décor that enhances the interior of the venue. Delivering authentic experiences is achieved through seamless and well-executed service, and it’s with this in mind that interactive activations or art installations should be planned. One idea could be creating an interactive display or art installation just inside the entrance of the lobby, for example, for a subtle yet effective way of encouraging guests to stop and capture photos.” Holly Hallam, DesignLSM Managing Director, believes that the importance of the front of house for hotels has never been greater, as it plays a pivotal role in setting the tone for the guest and elevating the overall experience. Public spaces have significantly evolved in recent years, transforming from mere functional areas to vibrant social
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hubs: “This change mirrors shifts in travel and lifestyle habits, blurring the lines between work, leisure, and socialising which is evident in the hospitality industry’s competitive landscape, where hotel brands are redefining themselves, using design as a tool for innovation and differentiation,” Holly added. In the past, hotel public areas were mainly for check-in and transit to rooms. In more recent years these spaces have been transformed into multi-functional areas, integrating cafes, bars, co-working spaces, restaurants, and retail, serving not just as amenities but as lifestyle offerings, creating spaces that not only look good but that also function in a way that supports the needs and preference of the guest, whilst introducing additional revenue streams. Holly recognises how modern hotels are transforming communal areas by investing in thoughtful and strategic interior designs that weave together elements of connectivity, wellbeing, local culture and community. “Injecting vibrancy into spaces with bold design statements such as innovative lighting, captivating artwork, sculptural installations, and grand architectural focal points to create dynamic and visually stimulating environments and offerings, that appeal to not only the staying guest but the wider general public too can have a huge impact,” said Holly. Holly also revealed how the trend of bringing the outdoors in has become increasingly significant in hotel design. Access to outdoor amenities is now a key preference among guests, with studies showing that visitors desire a connection with nature: “Hotel lobby design has evolved to embrace sustainable and biophilic elements for enhanced guest experiences.” In conclusion, the evolution of hotel public spaces reflects shifts in business operations and guest preferences. Hotels are adapting to offer personalised, authentic experiences, making public areas more engaging, efficient, and profitable, catering to a wider target market.
SPONSORED
REDEFINING REST Simba launch trio of pioneering sleep solutions with new contract mattress collection.
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n the world of hospitality, quality slumber isn’t just a luxury; it’s the cornerstone of glowing reviews and unwavering guest loyalty. It holds the power to shape a venue’s reputation and financial success. Engineering the perfect night’s sleep since 2016, British sleep technology specialist Simba continues to redefine the boundaries of rest, unveiling its next chapter and launching its new cutting-edge Contract Mattress Collection, a venture set to elevate the guest experience for International business and leisure travellers alike.
Pro Contract, the Simba Luxe Contract, and the Simba Green Label Contract - Simba’s most sustainable mattress yet. Whether it’s private rentals, serviced apartments, or luxury resorts, the sleep technology brand’s range of contract mattresses effortlessly adapt and cater to all types of accommodation regardless of scale. Simba’s end-to-end service also ensures a seamless experience, from consultation and design to delivery, and even mattress disposal and recycling.
A Collection Curated to Meet the Diverse Needs of Hospitality
Engineered for Excellence, Crafted for Comfort
Hailed as the ‘world’s most 5-star rated mattress brand,’ with over 250,000 five-star reviews and 60+ industry awards, Simba’s Contract Mattress range is a culmination of years of sleep research, cutting-edge technology, and an unwavering dedication to the art of slumber. The collection seamlessly blends Simba’s renowned sleep technology, comfort, and performance to create an unparalleled sleep experience. Catering to different price points and preferences, the collection features three distinctive offerings – the Simba
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At the heart of the collection lies the award-winning Hybrid® technology, a hallmark of Simba’s innovation - meaning guests can enjoy the Simba sleep experience; uninterrupted slumber, awakening refreshed and rejuvenated. Simba’s exclusive technology means that their Hybrid® mattresses are comfortable for everyone, whatever their shape or how they sleep. Key to this are Simba’s incredible upper comfort layers and supportive base layers. The upper layers feature thousands of Simba’s patented titanium alloy Aerocoil® springs; these patented, pocketed
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springs flex and compress individually to absorb impact as people move and in response to pressure - giving a hugged, floating sensation to suit most sizes or sleeping styles. Simba’s Aerocoil® springs also provide localised support and weight distribution so the movements of a partner are absorbed more easily and not passed onto the other side of the bed. Meanwhile, the base layers play a vital role in maintaining proper body alignment, offering gentler support and additional cushioning for the shoulders and lower back. In the Pro and Luxe models the Aerocoil® springs are combined with cooling graphite-infused Simbatex® foam, which has been engineered for pitch-perfect temperature control and is infused with natural graphite that works to draw excess heat away from the body. Whilst the Green Label uses a more sustainable, graphite-infused natural latex layer in place of the Simbatex®. The result is a range of mattresses that dynamically adjust to the sleeper’s body, offering personalised support, temperature regulation, and pressure relief, all while minimising motion transfer. Every Simba Contract mattress adheres rigorously to CRIB 5 fire regulations, ensuring both comfort and safety. The UK Fire Regulations Act of 1988 has been surpassed, allowing both hoteliers and guests to rest assured in Simba’s commitment to their well-being.
Sustainability as a Guiding Principle
In 2023, Simba became the first UK sleep brand to secure global B Corporation™ status, marking a significant step toward its ambitious goal of achieving net-zero status by 2030. Simba is on a mission to make its products more sustainable by working towards zero-waste eco-factories
powered by renewable energy sources that adhere to ISO 14001 accreditation. They are also constructed from 100% recyclable materials, with minimised foam content to reduce the carbon footprint. The CertiPUR® standard foam used is devoid of pollutants and toxic substances, ensuring a healthier sleep environment. Collaboration lies at the heart of Simba’s sustainable practices. By partnering with a British manufacturer and a network of global manufacturing partners, Simba ensures that its products are produced as close to the final destination as possible, minimising the carbon footprint associated with transportation. Simba CEO, Steve Reid, said: “Through innovative technology, eco-friendly practices, and a deep understanding of guest’s sleep needs, Simba has reimagined the very essence of a hotel mattress. “In an era where hospitality providers are constantly challenged to deliver exceptional experiences, Simba’s new contract trio not only meet but exceed these expectations. The collection epitomises the brand’s dedication to transforming sleep. Simba’s Wholesale & Contract Lead, Keri Blunden, said: “Whether you run a boutique B&B, budget hotel or luxury resort, Simba is dedicated to assisting hoteliers with a premium, socially responsible sleep solution. Our durable sustainable beds will resonate with travellers whose booking choices are increasingly influenced by their commitment to environmental values.” Find out more about Simba’s contract mattress credentials and the exciting new collection by emailing wholesale@simbasleep.com or visit www.simbasleep.com/pages/contract-mattresses www.thehotelmagazine.co.uk
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SPONSORED
NEW AND IMPROVED The new remastered Oliver Hemming Songbird model B now has Qi wireless charging, improved sound quality and a host of other upgrades to keep it as the definitive product in this category. Here we share all the details. NOW WITH Qi WIRELESS CHARGING
Loved by many luxury hoteliers all over the world, the Songbird’s handsome looks and performance make it pretty much the perfect speaker alarm. New features include a 3-unit Bluetooth speaker system with active and passive bass drivers and a tweeter. In addition to Qi wireless charging. It also has two usb C charging ports, a volume limiter, a patented one-time alarm function with snooze and a built-in security cable to make sure it doesn’t check out with the guest! A favourite with interior designers, the Songbird is available in three finishes: black, white and ebony wood veneer and in two formats. Ensuring there is something for everyone, the Uptown is better suited to smaller bedside spaces and the Downtown to more open areas.
DRAMA QUEEN BLUETOOTH TV SOUNDBAR
DRAMA QUEEN is a bold and beautiful high fidelity stereo Bluetooth speaker/TV soundbar for the luxury customer who is looking for something that looks stunning and has a fabulous sound. Equipped with the latest Bluetooth 5.1 and AptX HD from Qualcomm, its stereo performance will seduce your guest’s senses in every way. Finished in real ebony veneer, it has an etched stainless-steel grille, and the curve of its body will add a sculptural focal point to any interior. Fitted with HDMI for TV, it also has an RCA PHONO input for use with an external stereo turntable. For more information, visit www.oliverhemming.com
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HOTEL OF THE MONTH
AN ICONIC VENUE In an exclusive interview with Pierre-Charles, CEO and Founder of Cowley Manor, we delve into the venue’s recent refurbishment and learn how the hotel’s history is successfully implemented into the marketing strategy.
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laced at the heart of England’s history, Cowley Manor, part of the Experimental Group, has been catapulted into the limelight as a firm favourite amongst consumers since its refurbishment. Now home to retro chic interiors, upscale casual dining outlets and a brand-new spa, the venue is deemed one of the Cotswolds’ must trys. Pierre-Charles, CEO & Founder of Cowley Manor, told us that the refurbishment of Cowley Manor Experimental was one of the team’s biggest undertakings, taking into account its expanse, the history and the local community. He said, “The property and hotel held such a special place in many people’s hearts. We wanted to ensure that, whatever we did, we did it carefully and mindfully. Given the status of the building, each room size remained unchanged, so guests will still see impressive rooms and bathrooms. Inside each room, we toned down bright colours for rich jewel tones and maples, and we’ve ensured there are cosy places to relax on sofas in lounges and in king sized four poster beds.” Pierre-Charles explained that the garden was in need of a lot of care when they first began refurbishing the property, so, whilst working alongside the venue’s Head Gardener,
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David Masters, the team made a conscious investment to save trees and plants and allow the flora to once again flourish. “We added in, our own gardens as well, a place where consultant chef, Jackson Boxer, and Head Chef, Dominic Hargreaves, can pluck herbs and vegetables for our restaurant,” he added. The venue’s on-site restaurant is a real statement, but rather than changing the space entirely, Pierre-Charles and his team merely wanted to “breathe new life into it.” To do this, the beautiful carved wood panel walls were restored to their original magnificence. Each hotel in the Experimental collection is different, yet Pierre-Charles explained the importance in including one theme that underlines what the group does, saying, “And that is taking the history of a location or property and weaving it through the design. At Cowley Manor, the history was ripe for the taking. A storybook building that dates back 300 years, plus Grade II listed gardens. We were spoilt for choice.” At the heart of Cowley Manor is the idea of a countryside escape. When talking on the interiors, Pierre-Charles explained that he wanted them to reflect the need for a comfortable space, at any moment of the day. The
HOTEL OF THE MONTH
team worked with Designer, Dorothée Meilichzon, who approached the project with a fine balance between comfort and design, allowing space for those on a romantic escape a place for quiet conversation and cocktails, yet joyful communal spaces for families spending quality time together. “She wanted to weave the building’s history throughout, and a lot of this was inspired by the tales of Lewis Carroll spending time in our gardens, taking inspiration for Alice in Wonderland. As a nod to Carroll, touches of whimsy are dotted throughout,” added Pierre-Charles. The Cotswolds is known for being a competitive space within the hospitality scene, so standing out is essential. Pierre-Charles revealed that, fortunately, Cowley had a great reputation before his team stepped in, and they then worked closely with the local community to ensure they were kept in the loop with everything that was going on, before reopening the doors. “Along with hosting welcome dinners and drink receptions locally, we also welcomed back our local spa members early. “We also have a rich database of people who follow what we do, from Venice to Verbier, London to Paris and off in
the Balearics. For those who had stayed at one of our hotels before, we invited them early doors to try Cowley, with a few incentives included.” The above, mixed with traditional tactics, weaving PR and social to continue to spread the word, using beautiful visuals to entice people to try Cowley out or to return, are what makes Cowley Manor stand out. PierreCharles revealed that from a sales perspective, they also incorporate timely packages for key selling periods, like Christmas, summer holidays, Easter and Valentine’s Day. “Our marketing is a robust machine of many moving parts!” He concluded. To finish, we asked Pierre-Charles what another hospitality venue could learn from Cowley Manor as a recently renovated, successful hotel, to which he said, “Patience is key, and keeping some budget aside for unforeseen surprises is a must. Cowley is a very old building and, as expected, we hit some bumps in the road. It was also essential to our success to keep the local community on our side, listen to them and assure them that we wanted to be part of the community as well.” @cowleymanor www.thehotelmagazine.co.uk
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Smart Hotels, Happy Guests Unleash the potential of Zennio’s Hotel Automation System
The Zennio solutions offers proven energy savings, reduced running costs and increased guest satisfaction
Zennio UK 100 Avebury Boulevard, SPACES. MK9 1FH info@zennio.co.uk
TECHNOLOGY
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TECHNOLOGY – ESSENTIAL 5
SMOOTH SAILING Implementing technology seamlessly within a hotel can enhance operational efficiency, improve guest experiences and streamline various processes. Here are five ways to make the implementation of technology smooth and effective in a hotel setting.
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COMPREHENSIVE STAFF TRAINING Before introducing new technologies, be sure to provide thorough training to your hotel staff, in order for them to thoroughly understand how they work and the benefits they offer. Ensure that employees are well-versed in using the new systems, whether it’s a new property management system (PMS), guest management software or other tools. Look to conduct training sessions that cover not only the basic functionalities, but also troubleshooting and problemsolving, as this will help reduce resistance to change and boost confidence in using the new technology.
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INTEGRATION OF SYSTEMS Choose technologies for your venue that seamlessly integrate with each other. For example, ensure that the PMS integrates with point-of-sale systems, booking platforms and other crucial hotel systems to reduce confusion. Integration across multiple systems reduces the need for manual data entry, minimises errors amongst staff and, therefore, promotes happy guests, and creates a unified and efficient operational environment within a venue.
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GRADUAL ROLLOUT Avoid implementing all technologies at once, as it can be overwhelming and could hinder a guests’ experiences. Instead, adopt a phased approach to the software rollout. Start with a pilot program in one department to identify any issues or challenges, before scaling up, and be sure to advise guests and staff well ahead of time if there will be any disturbances. Gradual implementation allows for smoother transitions, provides time for staff adaptation and allows for adjustments based on real-world usage feedback.
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USER-FRIENDLY INTERFACES Opt for user-friendly interfaces that require minimal instruction, as lengthy training can be extremely time-consuming. Intuitive designs and easy navigation can significantly reduce the learning curve for staff members. Be sure to solicit feedback from employees during the selection process, to ensure that the chosen technology aligns with their workflow and doesn’t disrupt daily operations. This will help to promote a positive and healthy work culture.
REGULAR UPDATES AND SUPPORT Establish a system for regular updates and maintenance to keep the implemented technology up-to-date and functioning smoothly - this includes both hardware and software updates. This will help to minimise problems as, if technology goes wrong, it can hugely impact guests’ experiences. When looking for technology, choose a provider who will be able to consistently offer reliable support channels for troubleshooting and problem resolution 24/7. A responsive support system helps address any issues quickly, preventing prolonged disruptions to hotel operations, and leaning on an expert for this is key.
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TECHNOLOGY – ESSENTIAL 5
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MOBILE MOVEMENT Mobile technology in hospitality – how to get it right, as told by industry experts.
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n the dynamic landscape of the hospitality industry, mobile technology has emerged as a transformative force, revolutionising the way hotels interact with guests and streamline their operations. The integration of mobile devices and applications is not only enhancing the overall guest experience, but has also optimised internal processes for hotel management. From seamless check-ins and keyless room access to personalised concierge services, mobile technology is now an indispensable tool in creating a more efficient and guest-centric environment. This paradigm shift not only caters to the growing expectations of tech-savvy travellers, but also empowers hoteliers to adapt to the evolving needs of the modern hospitality landscape. Here, we explore the multifaceted impact of mobile technology within hotels, delving into its implications for guests and hotel management alike in the pursuit of heightened convenience, efficiency and guest satisfaction.
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Vibhu Gaind, Chief Information Officer at RBH Hospitality Management, sees that mobile payment options can be integrated seamlessly into the guest experience to provide venues with a plethora of benefits. He said, “Mobile payment can be integrated into various checkpoints – namely pre-check-in, F&B ordering during the stay and check-out process. With advanced merchant service and payment gateway, the integration is now simplified, allowing for nearly all systems to be fully integrated for direct payments.” Along with this, personalised apps are getting more and more popular, with mutual benefit for hotels and their customers. Vibhu recognises how they have the potential to increase the guest’s loyalty to the hotel and the entire hotel brand, giving a more impactful service, with upselling and marketing opportunities that are monitored at a better level than generic targeting. Leveraging Bluetooth technology, mobile devices can
TECHNOLOGY
“Mobile payments are expected today.” seamlessly serve as room keys when a connection is established between the device and the electronic door lock, offering guests a secure way to access their rooms. Vibhu sees how this innovation is particularly evident with the integration of Apple Wallet and Google Wallet, which enable non-app-based mobile keys. He says, “This would likely be a particularly popular option for guests, who are able to consolidate essential travel items like tickets, boarding passes and payment cards into one easily accessible location on their devices.” Whilst the provision of butler service can be relatively costly in some hotels, Vibhu explained how mobile apps or messaging platforms can facilitate the hotel operations team to set-up an E-Butler team, which can provide more personalised and value-added services to guests. He explained, “This would act as a concierge service on demand, and allow guests to book things like room service or spa treatments instantly when required.” Like when implementing anything new, there are potential technical issues or user concerns which could occur at a later date, so, to operate a hotel in an effective
and efficient manner, a range of technologies and IT systems must be synchronised as they all play an essential role in operational success. Vibhu reminded us that IT infrastructures like internet access and Wi-Fi systems, are supporting the customer facing applications, like PMS, POS and payment systems, and he commented, “At the same time, these front-end systems would also have to be interfaced with the backoffice applications to ensure the needs of both guests and operational teams are properly fulfilled.” Ryan Haynes, Director at Haynes MarComs and Producer of ‘Travel Market Life’ podcast, highlighted the importance of ensuring that mobile technology is not a box ticking exercise and, instead, that it doubles-down on providing a branded experience. Ryan used Portavadie Hotel on Loch Fyne in Argyll, Scotland as an excellent example of a venue using mobile technology to facilitate better guest experiences and enabling revenue generation. He told us, “Inspired by Disney, Portavadie Hotel rolled out wristbands capable of contactless payment, working with high quality internet www.thehotelmagazine.co.uk
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“It is important that, if implemented, this technology works effectively.” throughout the resort to ensure all guests can make orders as they go, whether at the bar or participating in activities.” Digital enhancements are important, but Ryan revealed that guests often don’t want to use their own device to control things like lighting, room access or entertainment systems, as “it’s yet another app to install. “Mobile payments are expected today, and messaging platforms, from the likes of Whistle, Bookboost or HiJiffy, offer greater connection to share special offers, tailored promotions and actionable feedback with the guest. It’s also an area massively underused in operations to bring greater efficiencies in areas such as room service, maintenance and concierge,” added Ryan. However, as we recognise that mobile technology can present a selection of benefits to an overnight stay venue, Ryan reminded us that,“Properties shouldn’t overstretch themselves, as a poor mobile or digital experience can negatively affect a hotel’s reputation. Also, digital security is paramount - including protecting guest data. Cybersecurity may seem scary, but it’s essential to consider before hotels go too far down the mobile bandwagon.” Stewart Moss, Managing Director at High Level Software, part of the Zonal family, sees that hoteliers that go a step
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further past mobile check-in and utilise tech that enables guests to unlock their rooms securely using digital keys on their smartphones, for example, will create even more streamlined, stress-free experiences for guests. He added, “This also means guests will be less likely to misplace or lose physical key cards, and it helps keep hoteliers ahead of the competition. “However, it is important that, if implemented, this technology works effectively. First impressions count, so it’s vital that this technology is delivering a frictionless journey and is fully integrated with the hotel’s PMS, to avoid guests having to repeat the same process again on arrival due to the tech not working as it should. Ensuring there are still staff on hand to assist guests with checking in will remain important in case of such issues, and this also reassures guests that they’ll still get personal service, should they need or want it.” The recent research from Zonal and CGA’s GO Technology, showed that 50% of consumers say that speed is a top factor as to why tech enhances their experience when visiting hospitality venues. Having mobile payment options in place throughout the guest journey enables hoteliers to capitalise on this demand.
TECHNOLOGY
“Hoteliers may want to think about enabling guests to make in-room purchases via their mobile.” For example, Stewart said, “Hoteliers may want to think about enabling guests to make in-room purchases via their mobile, such as room service. For those that have on-site restaurants or bars, allowing guests to settle bills using their mobile devices will provide them with a quick and convenient way to pay. With these systems working seamlessly, guests will be more likely to use the hotel’s amenities, which in-turn encourages more spend per head. “If fully integrated with their wider suite of technology, hoteliers can use the data gathered from mobile payments (as well as other areas of the business) to build a greater overview of their guests’ spending habits, as well as create targeted rewards, offers and promotions based on customer insights.” Tailoring offers to guests’ preferences is a great way of engaging guests between visits, enhancing their loyalty and encouraging repeat stays. As well as having technology running through various front of house operations, hoteliers that integrate mobile technology with their back-of-house operations are more likely to see benefits in terms of increased operational efficiency, a better customer experience and, therefore, more revenue. By integrating any mobile technology systems
implemented across the business with the hotel’s bookings platform, POS and bar and restaurant tech, any orders and payments from any mobile transactions will be fed through in real-time to the main POS. “This saves staff valuable time as they are not required to re-key information, as well as reducing the risk of human error creating an incorrect bill on checkout. These solutions, if integrated with one another, will also share product availability and stock levels in real time, meaning guests are only seeing what’s available to order, and staff aren’t needing to spend valuable time updating inventory in the hotel’s stock management system or product availability across multiple ordering channels, which can be both time-consuming and prone to error,” Stewart finished. The integration of mobile technology in hotels has undeniably transformed the hospitality industry, enhancing guest experiences and streamlining operational efficiency. The ongoing commitment to leveraging mobile technology not only reflects the industry’s adaptability, but also reinforces the notion that, in the digital age, convenience and connectivity are pivotal elements in delivering exceptional hospitality.
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INTELLIGENT THINKING As part of our wider technology focus, we look at Artificial Intelligence (AI) in hotel operations and how it can promote customer loyalty.
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rtificial Intelligence (AI) has become an integral part of various industries, revolutionising the way businesses operate, and the hospitality sector is no exception. In recent years, AI has found its way into hotel operations, enhancing efficiency, improving guest experiences, and streamlining various processes. One of the key areas where AI has made a significant impact is in customer service. Chatbots powered by AI algorithms are now commonly used in hotel websites and mobile apps to provide instant assistance to guests. These virtual assistants can answer frequently asked questions, make reservations, and even provide local recommendations. Implementing these chatbots into your hotel setup not only improves the overall guest experience by offering real-time support but also frees up human resources for more complex tasks. In addition to this, AI is reshaping the landscape of personalised guest experiences. Machine learning algorithms can analyse guest preferences, behaviours, and feedback to tailor recommendations and services, helping to elevate the guest experience as a whole. From suggesting room amenities based on past choices to curating personalised itineraries, AI can work to ensure that each guest feels valued and receives a customised experience when staying with you. This not only leads to higher customer satisfaction but also fosters loyalty and will therefore encourage repeat business. In the realm of operational efficiency, AI is optimising various back-end processes. Predictive analytics will helps you to forecast demand accurately, enabling better inventory management and pricing strategies. AI algorithms can also analyse historical data, weather patterns, and local events to predict peak seasons and adjust your pricing in real-time. This dynamic pricing model will ensure that you maximise revenue while offering competitive rates. AI-powered systems can also contribute to energy efficiency in a hotel’s operations. Smart building management systems utilise AI to monitor and control
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energy consumption, adjusting lighting, heating, and cooling based on occupancy levels and external factors. This not only reduces operational costs but also aligns with the growing emphasis on sustainability within the hospitality industry. Security is another critical aspect where AI plays a vital role in hotels. Facial recognition technology enhances the safety of guests and staff by providing secure access to restricted areas. AI-powered surveillance systems can detect unusual activities, alerting your security personnel in real-time to prevent potential threats. Despite these advancements, the integration of AI in hotel operations comes with challenges. Privacy concerns, data security, and the need for skilled personnel to manage AI systems are some of the issues that need to be addressed. Striking a balance between the benefits of AI and ethical considerations is crucial to ensuring a positive and responsible use of technology in the hospitality sector.
HELPING HOTELS SELL AND MANAGE THEIR EXPERIENCES Our technology and ecommerce services change the game for hotels, spas and resorts.
JOURNEY.TRAVEL
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JOURNEYING INTO THE FUTURE We interviewed Simon Bullingham, Founder and CEO of Journey to discover what’s changing our industry in 2024
How can online booking technology support the current staff shortages being experienced within the hospitality industry?
Simon Bullingham: The hospitality industry as we know is struggling to fill roles, with staff shortages across departments. There is a need for operations to become more efficient and for hotels to use technology to fill the gaps. We’ve seen online booking technology playing a pivotal role in streamlining the guest booking process and reducing the reliance on the front desk. This enables staff to prioritise the guest experience in-person. Hotels should choose technology solutions that focus on immediate wins, easy deployment, and nothing too complicated.
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Despite concerns about technology replacing human jobs, why should hotels embrace technology?
Simon Bullingham: Hotels are currently characterised by being low tech, high touch - meaning that they heavily rely on human interaction. The future will be characterised by high tech, high touch. By embracing technology, hotels can reduce paperwork and administrative tasks, and ultimately free up time for staff to focus on connecting with guests, adding value, and enhancing the overall guest experience. In this way, technology can actually enhance the art of hospitality in hotels.
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Where do you think AI will take us five years from now?
Simon Bullingham: The biggest impact will be a general productivity improvement across most office based jobs. We are seeing an increased adoption of people behind desks leveraging AI to make them more efficient. AI is not replacing them, it’s making them more productive. Whether it be using GenAI tools such as ChatGPT to automate a web search, provide the bare bones of a job description, produce some original imagery for marketing or record and document meetings are all huge time savers. Jobs including administration or computer activity, whether they be in hotels, finance or any other industry will become easier and our talent can focus on those things AI cannot achieve and arguably may never achieve.
In the coming years, how do you anticipate the overall guest journey to evolve?
Simon Bullingham: According to PWC, a significant majority of travellers, 81%, are seeking greater digital services from hotel brands. This indicates a shift towards immediacy and convenience in the future of the guest journey. Contactless engagement is rapidly becoming the new standard, and seamless digital experiences are highly valued - actually expected - by guests. Online booking platforms have to capture attention within seconds, and innovative payment methods such as Buy Now, Pay Later (BNPL) and mobile wallets will redefine the payment processes.
Guest expectations are evolving rapidly. How can technology address the increasing demands from guests? Simon Bullingham: Guests today expect more personalised and seamless experiences. Hotels have a wealth of facilities, amenities, and services to personalise any stay. Technology
can help hotels meet these heightened expectations by providing guests with the option to curate a tailored stay. An Experience Management System (EMS) is a breakthrough for hoteliers otherwise accustomed to managing multiple systems simultaneously across their operations. Spa, golf, memberships, leisure activities (such as yoga classes, art workshops, and cooking experiences), and facilities (including bike rentals, tennis court hire, and hot tub bookings) can be managed in a single solution, integrated with a hotel’s Property Management System (PMS). The driving forces behind a more personalised and immersive guest experience will be the hoteliers themselves, who will act as experience makers. In addition, they of course will be rewarded with greater profitability. We see from our hotel partner data up to 60% increases in revenue when you allow guests to curate their own booking - choosing to buy multiple experiences at the point of purchase.
What emerging trends will shape travel and hospitality?
Simon Bullingham: The future hotel experience will be characterised by personalisation, offering a diverse range of services and products to cater to each guest’s unique preferences. The growth in wellness services is a testament to this trend. Latest figures from GWI’s 2024 report predict a 50% increase in wellness revenue in the next three years so hoteliers will need to harness this. Which at Journey we think is pretty exciting. And then of course from a tech perspective, automated booking and payment processes, driven by AI tools, will become standard. This will contribute to a more connected and efficient ecosystem. Hotels must embrace technology as a means to elevate the guest experience, creating a seamless, personalised and memorable stay. www.thehotelmagazine.co.uk
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UNIFIED TECHNOLOGY In the dynamic landscape of hospitality technology, Siemlus stands as a guiding force, dedicated to envisioning, designing, and executing future-ready technology delivery for today’s hospitality market. This exclusive piece shares details on the seamless experience just one of their clients had at Hotel Indigo Coventry.
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s a frontrunner in unified hospitality technology support, Siemlus has not only earned a reputation for excellence but has also forged impactful partnerships with global leaders like Onity and Hoteza. These collaborations, coupled with Siemlus’ industry recognition as the unified support partner for prestigious hotel brands such as IHG and luxury independents like Castlebridge Group, underscore its pivotal role in reshaping the hospitality technology landscape. Siemlus is on a mission to make the impossible feel Siemlus, setting the benchmark for innovation and integration. Their commitment to excellence is exemplified by their new launch of Hotel Indigo Coventry, where they played a crucial role as the Unified Support Partner. Siemlus sets itself apart by offering unparalleled support to Hotel Indigo Coventry, ensuring a seamless 24/7, 365-day service. The first line of support extends to all third-party integrations, providing the client with a single point of contact for all their technological needs. James Cattrell, Development Manager at Hotel Indigo, lauded Siemlus, and stated: “Siemlus, our Unified Support Partner, played a crucial role in our hotel launch. Their exceptional understanding of hospitality technology, proactive approach, and seamless coordination with external suppliers ensured a flawless integration. Siemlus went above and beyond, demonstrating unparalleled dedication and expertise. We highly recommend them for any hospitality venture.” Siemlus offers more than just support; it offers a comprehensive solution that consolidates all hospitality technology services into a single, Siemlus SLA. One of the standout features of Siemlus is their ability to support all facets of technology and external suppliers. Their team exhibit a rare combination of technical prowess and an acute understanding of a hotels specific needs. Siemlus
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not only meet expectations but consistently exceeded them by going above and beyond in addressing challenges and ensuring that every technological component was seamlessly integrated. Siemlus’ centralised help desk, agile processes, and best-of-breed supply chain underscore its commitment to efficiency and reliability. The companies focus on unified hospitality tech support, coupled with operational transparency, ensures a smooth transition to enhanced technology services for its clients. Siemlus, with its forward-thinking approach and dedication to client success, emerges as the go-to choice for those seeking unparalleled hospitality tech support. www.siemlus.com
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RESHAPING POTENTIAL Looking into yield management, Book4Time shares an insightful piece on its impact on technology in the hospitality industry.
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ield management, the strategic use of data to optimise pricing and capacity based on fluctuating demand, is becoming a crucial business practice. It is not a new concept, having been a staple in the airline industry for decades and adopted by major hotel brands for several years. However, its broader application beyond room rates and time-based adjustments is gaining recognition. Suzanne Holbrooke, Marriott’s Senior Corporate Director of Spa Operations, implemented a successful program over a decade ago, incentivising spa front desk staff to offer treatment upgrades at an additional cost. This initiative generated an impressive $8 million revenue increase in 2019, with an 80% profit margin. Holbrooke emphasises the multifaceted nature of yield management. With using Book4Time’s out of the box yield management and dynamic pricing solutions various companies employ granular approaches to manage yield effectively. Lastminute deals stimulate demand by offering discounts on unsold capacity as the service date approaches. Early-bird discounts encourage early bookings with lower prices. Adjusting capacity based on demand forecasts, flexible staffing levels, and categorising inventory are other strategies, akin to airlines dividing seats into fare classes. Utilisation percentage rate automatically adjusts prices as the spa or facility fills up, maximising revenue during peak times. Blocking inventory involves holding back capacity for release closer to the service date, particularly when higher prices are expected. Blackout dates restrict discounts during peak demand periods. Package deals, bundling products or services at a discounted rate, often boost overall sales. Roger Sholanki, CEO of Book4Time, highlights the increasing ease of revenue and yield management. He attributes this to powerful data collection tools, crossdepartment integrations, and intuitive interfaces. Book4Time’s reporting dashboards provide accurate data points for better forecasting, enabling decision-makers to navigate complex numbers. This evolution is reshaping how industries perceive revenue potential. For fixed-capacity sectors like hotels, airlines, and spas, mastering yield management is becoming
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a key differentiator between mediocre returns and significant success. Business leaders are recognising the transformative impact of yield management, emphasising its role in maximising revenue, optimising customer experiences, and unlocking untapped potential across ancillary revenue streams in the spa and hospitality sector. book4time.com
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REVITALISING F&B OPERATIONS How mobile ordering can boost your F&B revenue and free up resources, as told by the team at IRIS.
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he adoption of a cloud-based, mobile-first approach to F&B operations and the guest experience has seen a seismic shift in recent years and this growth looks set to continue. Much of its popularity lies in its flexibility. Mobile ordering provides a convenient, accessible option for guests to review, order and pay for items all from the palm of their own hand, and often from several outlets within a hotel or resort, at a time and location that suits them. Without being restricted by the need to find a physical menu or wait for a staff member to take their order and pay. Greater accuracy, less friction, and a swifter delivery of orders from staff all result in an improved guest experience, guest loyalty, sales and revenue. Likewise, enhanced operational efficiencies are also enjoyed by staff. They no longer need to take orders over the phone or in person and then manually upload them as they’re automatically delivered to the bar or kitchen. Swifter ordering capabilities means staff can serve more covers, with fewer resources and less stress, without compromising on service or profits. Reassuringly for operators and guests alike, mobile ordering platforms also offer a host of features to support different guest requirements and to maximise revenue opportunities. On IRIS’ digital menus for example, search and filter functions for allergens enable guests to personalise their menu preferences; a ‘call waiter’ button gives guests the option to signal for a member of staff and advanced ordering enables guests to pre-order groceries and toiletries in advance of their stay and for operators to secure revenue ahead of a guest’s arrival. To find out more about how IRIS’ mobile ordering platform can support your revenue, staff and guests please visit iris.net.
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Client case study: London Marriott Hotel County Hall
The 5* London Marriott County Hall is situated in the heart of the capital. The team were keen to implement mobile dining as a way of delivering a contactless dining service for guests. This was achieved via the IRIS mobile ordering app which also met their wider requirements to boost F&B revenue, eliminate mistakes and enhance the guest experience. The app is promoted to guests on arrival and with QR codes. Now 97% of all orders are made through it. Its widespread adoption by guests has not only minimised the pressure on staff and reduced their workload, it has also delivered consistent increases in both order volumes and guest spend each month, culminating in a 17% growth in F&B revenue YOY.
INDEPENDENT HOTEL SHOW AMSTERDAM
SHOW PROFILES As some of the biggest names in hospitality gear up to exhibit at Independent Hotel Show Amsterdam this March, we share details on where you can find ADA Cosmetics and Mews.
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ADA Cosmetics
DA Cosmetics has been developing and producing hotel cosmetics of the highest quality and the most hygienic dispensing systems for over four decades. The company, headquartered in Kehl, Germany, serves more than 30,000 customers in 115 countries with its own manufacturing facilities in Europe and APAC. As pioneers in the industry, ADA is delivering state-of-the-art sustainable dispenser solutions and a renowned house of brands with more than twenty brands, from boutique-style, and international designer names, to certified natural cosmetics lines and some of the most luxurious names in perfumery. The entire value chain of the ISO 14001 certified company is geared towards eco-friendly, sustainable business practices. ADA is the only hotel amenities manufacturer whose product portfolio has been awarded coveted Cradle to Cradle certification – the global standard for products that meet strictly verified standards over five categories of sustainability performance. Present in more than 50
countries and five continents, ADA offers worldwide distribution with short delivery routes, thanks to local warehousing and global logistics networks. Stand B10 W: ada-cosmetics.com E: info@ada-cosmetics.com
Mews
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ews is a property management system designed to simplify and automate all operations for modern hoteliers and their guests. From the booking engine to check-out, from front desk to revenue management, every process is easier, faster and more connected. And with the integrated Mews Payments ecosystem, every transaction is secure and seamless. Stand E61 W: www.mews.com E: rebeca.vanheerden@mews.com
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MARKETING
THE GIFT THAT KEEPS ON GIVING As we suddenly see a heightened demand for gift cards, we look at how hotels can successfully implement them in order to boost footfall.
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he hotel industry is embracing a transformative approach to revenue generation, pivoting towards the lucrative and rapidly growing market of gift cards and personalised experiences. This shift is fuelled by changing consumer preferences, especially among younger demographics who value unique experiences over material possessions. Sabre Hospitality, harnessing insights from both Sabre and its subsidiary Techsembly, sheds light on this trend. The hotel gift market is valued at approximately $60 billion, and is growing at an average rate of 14% annually. With
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demand all year round, gift card sales peak dramatically during the last hour before midnight on Christmas Eve, as last-minute shoppers opt for versatile, experience-laden offerings. Frank Trampert, Senior Vice President and Global Managing Director of Community Sales for Sabre Hospitality Solutions, said, “The rising preference for gift cards, particularly in the corporate sector, signifies a shift in gifting culture towards more meaningful, experiencebased choices driven by the preferences of both employees and clients. The nature of these gifts, accentuated by the post-pandemic emphasis on experiences over physical
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“Your hotel can benefit from a new and reliable year-round revenue stream from gift experiences” presents, offers a convenient, yet thoughtful, gifting option.” Frank sees how this trend aligns with the broader demand for personalisation in the consumer market. With travellers, especially millennials and Gen Z, seeking more personalised experiences, hoteliers are encouraged to develop holistic retailing strategies that extend beyond the traditional scope of room sales. Meeting the evolving demands of a modern traveller is both a major challenge and an opportunity to gain a competitive advantage. “The integration of retailing enables hoteliers to offer a wide range of experiences and services through gift cards and vouchers. These cards can cover stays, dining, spa treatments and more, turning guests into brand ambassadors and attracting new clients. Significantly, 72% of gift card recipients tend to spend more than the card’s value, opening avenues for additional revenue. “Sabre’s strategy involves offering these options at relevant points in the customer journey. By providing a diverse array of ancillary products and experiences, hoteliers can cater to the rising demand for unique and personalised travel experiences,” added Frank. However, the move towards a more comprehensive retailing strategy requires a shift in mindset for hoteliers. Frank explained how they must consider a diverse range of offerings beyond the room, including policies, stay enhancements, amenity passes and third-party offers. He said, “Building this retailing muscle is a journey that starts with a few high-velocity ancillary offers, and evolves, requiring a strong technology partner for success.” Tina Woodcock, Gift Voucher Manager at Gift Voucher Brilliance (Powered by Clockwork Marketing), believes that gift vouchers are not just for Christmas! While Black Friday and Christmas are no doubt two of the best times of the year to sell gift vouchers, Valentine’s Day, Mother’s Day and Father’s Day are some of the other key dates when people shop for gift voucher experiences. Tina revealed that according to an Eventbrite study, 78% of Millennials prefer to spend money on experiences rather than things, she said, “So, hotels are perfectly positioned to offer gift experiences as online gift vouchers to capitalise on this trend and create a new revenue stream.” Many hotels are already benefiting from the additional income gift vouchers offer, with monetary, stays, dining and spa pampering treatments all available as vouchers. “Without too much investment, gift experiences for events, tours to explore gardens with a head gardener, storytelling of buildings’ history, foodie and foraging events, patisserie and wine-tasting courses, gastronomic chef’s table, picnic and hamper vouchers are just some of
the more interesting gift experiences that can help your hotel stand out,” added Tina. As well as ensuring you offer different experiences to your competitors, Tina recognises the importance of marketing your gift vouchers so guests know they are available. “Making your gift vouchers prominent on your website, creating social posts, and highlighting them in any emails you are sending out, will all improve the chance of your vouchers converting to sales. “With marketing in mind and a leading gift voucher platform, your hotel can benefit from a new and reliable year-round revenue stream from gift experiences,” Tina finished. In 2023, Journey witnessed a notable rise in the popularity of hotel gift vouchers, resulting in a 7% growth in the average annual revenue per property using their gift voucher platform. Gavin Hall, Product Support Manager at Journey, explained that the heightened demand can be attributed to the easing of COVID-19 restrictions in early 2022, leading to a growing desire for travel, and he commented, “Despite escalating living costs, the gift voucher industry has thrived, reflecting a growing consumer shift towards valuing experiences over material possessions. “Hotels can strategically tap into this trend by implementing and marketing gift vouchers to boost footfall, and enhance brand loyalty and revenue.” Gavin believes that, in today’s digital era, having a 24/7 online voucher store is crucial, especially since 61% of gift vouchers sold through Journey’s platform are purchased via mobile devices. “Successful implementation involves providing convenient online purchasing options,” he commented. Effective marketing is vital, utilising social media and email campaigns to drive demand. In line with this, Gavin suggests emphasising the versatility of gift cards for various occasions, such as birthdays and anniversaries, to broaden the target audience, and explains, “Analysing data from our clients, we can see that anniversary voucher sales offer a much higher value than any other area, whereas vouchers purchased for a birthday see the highest selling by volume. “The surge in gift voucher sales during Black Friday and Christmas emphasises the need to adopt gift voucher technology and launch marketing campaigns in advance of these occasions.” For more insights on optimising gift voucher revenue, Journey offers a white paper titled “Giving Hotels Success: The Ultimate Guide to Gift Vouchers”. www.thehotelmagazine.co.uk
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MAKE IT PERSONAL Personalisation in hotel marketing - how to do it effectively, as told by Clare Reid, Hospitality Marketing Consultant.
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oday’s travellers crave unique and memorable experiences. Gone are the days when a onesize-fits-all approach will suffice. Guests now expect hotels to understand their needs, preferences, and behaviours, and to respond appropriately. In this article, we’ll delve into the nuances of effective personalisation in hotel marketing and explore how you can leverage this approach to stand out in a crowded market place.
Understanding the Power of Personalisation
In the fiercely competitive landscape of the hospitality industry, hotels are constantly seeking innovative ways to attract and retain guests. Personalisation in marketing is one key strategy that has gained significant traction in recent years. The power of personalisation lies in its ability to create a connection, making guests feel valued and understood. It is not just a buzzword; it’s a fundamental shift in how hospitality businesses engage with their guests, which not only enhances guest satisfaction but also fosters brand loyalty. In a sector where guest satisfaction reigns supreme, personalisation is the secret sauce. Since setting up my marketing consultancy in 2021, I have worked with some of London’s leading hospitality businesses on their marketing strategies and plans. Prior to this, in my most recent in-house role, I spent five years at Dishoom, a restaurant company paying loving homage to the Irani Cafés of Bombay. At Dishoom, where I led marketing strategy and planning, we understood the significance of tailoring the guest experience to individual preferences. Whether it was offering a menu suggestion to round out someone’s meal, or recognising regular guests, the goal is always to make every visit memorable and unique. Hotel marketers can take a page from this book by leveraging data intelligently, understanding guest behaviour, and tailoring their communications.
Crafting Personalised Communication
The way hotels communicate with guests plays a pivotal
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role. Generic promotional emails and messages are no longer effective. Instead, hotels must adopt a more nuanced approach, tailoring their communication based on guest preferences. The backbone of effective personalisation is data. Harnessing data from booking histories, guest feedback, and social media interactions effectively can offer insights into guest preferences, behaviour patterns, and even predict future needs. The key is to use data to anticipate guest desires and proactively offer tailored solutions. For example, if a guest frequently books spa services, a personalised invitation to a tailored spa package can be sent ahead of their stay. Or, if a guest often dines in the hotel restaurant, menu recommendations or special dishes can be shared ahead of their meal. A business traveller
MARKETING
“Hotels must be transparent about the data they collect and how it will be used.” might appreciate a personalised email offering high-speed Wi-Fi and a quiet workspace, similarly, a family might find value in personalised recommendations for nearby child-friendly activities or attractions. Always lean towards offering guests extra value, rather than a discount, to avoid devaluing your services or making an exchange feel too transactional. The goal is to make guests feel valued and understood, not to knock money off a service they were probably going to pay for anyway. By segmenting guests by their characteristics and behaviour, and customising communication accordingly, hotels can enhance engagement and ensure their messages resonate with the intended audience.
Balancing Personalisation with Privacy
While personalisation offers immense benefits, it’s crucial to respect guest privacy. Hotels must be transparent about the
data they collect and how it will be used. Additionally, guests should have the option to opt out of certain personalisation features if they prefer a more discreet stay. By prioritising data security and privacy, hotels can build trust with their guests, ensuring that personalisation efforts enhance rather than infringe upon the overall guest experience. At a time when guest expectations are higher than ever, personalisation in hotel marketing has become a gamechanger. Successful implementation involves leveraging data intelligently, crafting personalised communication, creating customised experiences, and embracing technology. As hotels continue to evolve their marketing strategies, the ability to offer tailored experiences will be the defining factor in attracting and retaining guests in an increasingly competitive market. clarereidmarketing.co.uk www.thehotelmagazine.co.uk
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OPEN BOOKING OPPORTUNITIES We discover how HotelREZ in-depth distribution knowledge helps properties gain greater market share.
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otelREZ Hotels & Resorts is one of the UK’s leading hotel representation companies, dedicated to connecting independent properties with guests. With industry-leading sales, marketing and revenue teams, combined with cutting-edge technology, HotelREZ helps hoteliers achieve their commercial potential with high-rated revenue from target markets at an attractive cost of sale. The team live and breathe hotels, partnering with over 600 UK independent hotels, aparthotels, pubs with rooms and hotel groups - including StayCity ApartHotels, Queensway/Point A Group, Champneys, Exclusive Hotels, Hastings Hotels, The Zetter Group, and Marstons Inns.
Preferred partners
In 2023 HotelREZ grew 52%, driving even more direct bookings via distribution systems through ‘REZbooker’ - its best-in-class booking engine, OTA and GDS travel agency system. A dedicated account manager assists hotels in securing additional incremental income from corporate travellers, RFPs, and chain level agreements with global TMCs, consortia and agency networks alongside niche marketing programmes. HotelREZ’s preferred partnerships save a hotel around £24,000 per annum in participation subscription fees and harnesses increased exposure to the corporate and high end leisure market. They’re the only hotel representation company to do this. “It’s vital our hotel partners have control of their channels and know they are getting the best bookings for the lowest cost they can,” said Daniel Simmons, Chief Commercial Officer at HotelREZ. “Too often independent hoteliers overlook the GDS because it can seem a tough nut to crack! But we have access to over 500,000 global travel agents and ensure they generate high value business.” To generate greater demand and reach a wider audience, HotelREZ also gives its clients access to its leisure subsidiary brands, World Rainbow Hotels and Best Loved Hotels.
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Advancing opportunities
While the industry bamboozles hoteliers with rafts of new technology, HotelREZ focuses on the platforms which provide exceptional speed to market, ensuring interface connectivity with key hotel systems. “With the same technology as brands with global demand partnerships, our clients can compete while maintaining their own individuality,” explains Simmons. HotelREZ in-depth distribution knowledge helps properties gain greater market share at an increased value per reservation by strengthening the quality of its global exposure. In 2024, HotelREZ will be rolling out a newly enhanced WebServices division, including a market-changing retail booking engine to sell more than rooms and F&B, expanding into upgrades, amenities and products like transfers and tours. The HotelREZ team has a proven record of consultative, communicative account management where you speak with a real person, committed to helping your hotel generate increased revenue at an attractive cost of sale. Open a world of new booking and revenue opportunities. Learn more at www.hotelrez.com
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THE FINAL COUNTDOWN HRC returns to inspire the hotel and hospitality sector.
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RC, part of Food, Drink & Hospitality Week, returns to ExCeL London on 25-27 March for an immersive dive into the future of hospitality, offering invaluable networking opportunities, a chance to explore the very latest trends, and a first-hand look at the new innovations in foodservice. For nearly 90 years, HRC has explored the future of hospitality, drawing thousands of visitors annually to experience, test, taste and discover the newest products from top suppliers in design, décor & tableware, hospitality tech, professional kitchen, and foodservice. The Design, Décor & Tableware section of HRC will feature a range of quality suppliers including bathroom
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ceramics specialists Geberit, contemporary design distributor Humble/Pad Home, Swedish lighting brand Konstsmide and many more. Plus, the 2024 edition of HRC has partnered with leading design studios—Design Command and Harp Design—to elevate the show’s Vision Stage and Networking Hub. These collaborations promise dynamic, high-end spaces where attendees can delve into the latest industry trends and connect with peers in hospitality and foodservice. Tech enthusiasts will find the TechX stage a haven for exploring the latest innovations. Across the three days of the event, presentations and panel discussions will dissect the newest products, trends, and tech advancements transforming the hospitality industry. At the Tech Solutions
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Bar, hosted by HOSPA, operators can also seek advice from leading tech experts on constructing the right tech stack for their businesses. Plus, HRC partner Tech on Toast will be hosting a live podcast from the show, where operators and tech providers will be sharing key insights and best practice for making tech work harder in hospitality businesses. As HRC gears up to return in March 2024, the anticipation in the hospitality sector is palpable. With its commitment to showcasing innovation, fostering connections, and providing a platform for the latest trends, HRC continues to be the heartbeat of the hotel and hospitality industry and a must attend for operators
looking to take their guest experience to the next level. From exploring avant-garde design spaces to delving into the forefront of technology to sampling the very latest food & drink, HRC promises an unmissable experience for industry professionals. As the countdown begins, mark your calendars for this unmissable event and join us at HRC to witness firsthand the evolution of hospitality and the exciting future it holds. HRC takes place on 25-27 March 2024 at ExCeL London alongside The Pub Show, IFE, IFE Manufacturing, and International Salon Culinaire, as part of Food, Drink & Hospitality Week. To find out more, visit hrc.co.uk www.thehotelmagazine.co.uk
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Great Tasting Coffee in Seconds-
Your guests deserve great coffee, and your hotel deserves machines that are fast, reliable and user-friendly!
Quantum 300 Benefits: 4 sec per cup 14 sec per pot (1L) Only 2 mins cleaning per week
If you’re a hotel with 30+ rooms, register for a FREE TRIAL Email us for more details: UK-Sales@JDECoffee.com
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© DOUWE EGBERTS
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HARNESSING INNOVATION Elevating hospitality with Douwe Egberts Cafitesse Coffee Machines in the hotel industry.
I
n the ever-evolving landscape of the hotel industry, providing a seamless and delightful guest experience is paramount. One key element that significantly contributes to guest satisfaction is the provision of high-quality, efficient, and easily accessible amenities, such as coffee services. Douwe Egberts Cafitesse coffee machines have emerged as pioneers in this domain, offering hotels a number of advantages – speed, cleanliness, and low maintenance – making them an ideal choice for both back-of-house and front-of-house applications.
a swift and efficient solution for delivering top-notch coffee in record time. These machines boast advanced technology that streamlines the brewing process, ensuring that guests receive their coffee promptly without compromising on taste. The quantum leap in efficiency translates to reduced wait times, enhancing guest satisfaction and allowing hotel staff to focus on other critical tasks. In a hotel’s back-ofhouse setting, where time is of the essence, the Quantum series becomes an indispensable bit of equipment, ensuring a smooth flow of operations without sacrificing quality.
Quantum Machines: A Quantum Leap in Efficiency
Front of House Excellence Touch Machines: Elevating Breakfast Experience
The Quantum series of Douwe Egberts Cafitesse coffee machines stand out for their exceptional efficiency, particularly in the back-of-house areas where high-volume demands are the norm. Hotels often face the challenge of catering to large groups during conferences, events, or peak hours. The Quantum machines rise to the occasion, providing
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The Excellence Touch machines from Douwe Egberts Cafitesse take the guest experience a step further, especially during breakfast hours. A seamless and varied coffee experience is crucial during the morning rush, and these machines deliver just that with the touch of a button. With a user-friendly interface, these machines provide
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an array of coffee options, catering to diverse guest preferences. The ability to offer specialty beverages without the need for extensive training or manual preparation simplifies the breakfast service, reducing queues and elevating the overall guest experience. The Excellence Touch machines embody convenience and variety, enabling hotels to stand out by providing a personalised and efficient start to the day.
Douwe Egberts battle against waste: The Roastery
Douwe Egberts roast, grind and brew the Cafitesse coffee, maximising the yield from every single bean to use resources efficiently. The Cafitesse Coffee is brewed on-site at the Douwe Egberts roastery, meaning all the coffee grounds stay there and there is no wet ground disposal required by the hotel and staff. What’s more, these coffee grounds are then used to generate energy for the production process – including the usage of any wastewater! Each 2L pack of Douwe Egberts Cafitesse coffee can serve up to 400 cups. You would need at least 4 packs of coffee beans to make the same number of cups, leaving you less packaging as well as zero coffee grounds.
Clean, Low Maintenance Operation: A Hotelier’s Dream
One of the significant challenges in maintaining coffee machines in a hotel setting is the cleanliness and maintenance aspect. Douwe Egberts Cafitesse coffee machines address this concern head-on, offering a clean and
low-maintenance solution that is a must for hoteliers. The state-of-the-art design of these machines are energy efficient and could save you significantly on your energy bills*, while the low maintenance requirements alleviate the burden on hotel staff, allowing them to focus on delivering exceptional service rather than grappling with intricate machine upkeep. By choosing Douwe Egberts Cafitesse coffee machines, hotels can benefit from a reliable and hassle-free coffee service that contributes to a positive guest perception. The ease of maintenance and cleanliness adds an extra layer of appeal, making these machines an excellent investment for hotel establishments aiming to provide a seamless and enjoyable stay for their guests. In conclusion, Douwe Egberts Cafitesse coffee machines are a game-changer for the hotel industry. The Quantum series excels in efficiently meeting high-volume demands, ensuring quick service without compromising on quality. Meanwhile, the Excellence Touch machines bring variety and convenience to the forefront, particularly during breakfast hours, reducing queues and enhancing the overall guest experience. With their clean and low-maintenance operation, these machines prove to be an asset for hoteliers, streamlining operations and adding to a great breakfast experience. Choosing Douwe Egberts Cafitesse coffee machines by JDE is not just a practical decision; it’s a commitment to excellence in hospitality and sustainability. For more information, or to request a free trial, please contact UK-Sales@JDECoffee.com *In comparison to a typical bulk-brew coffee machine. www.thehotelmagazine.co.uk
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PERFECTLY PASSIONATE As pioneers in perfecting the guest experience, we caught up with Franke Coffee Systems’ Head of Marketing, Thomas Hall, who talks on the company’s expansion whilst deep diving into the brand and reveals why it’s the perfect partner for overnight stay venues. Introduce us to Franke and explain how the range is aligned with our professional audience of Hoteliers.
Franke Coffee Systems, a division of the Franke Group, is a technology and solution provider of fully automatic coffee machines for professional coffee-making needs. Our passion for the best coffee quality motivates us to elevate the customer experience through sharing state-of-the-art innovations and profound industry expertise. What began in 1911 as a small manufacturer, has developed steadily over the decades. Today, Franke Coffee Systems distributes professional coffee machines all over the world from its headquarters in Switzerland.
Tell us about the range from Franke and where the products can fit seamlessly into a hotel setup.
We help hoteliers to meet the increasing demands from customers in terms of quality, consistency, and variety. Our coffee solutions are carefully engineered to showcase the best of Swiss innovation embodied in perfectly designed machines which serve consistently high-quality beverages. We provide equipment that enables guests to enjoy freshly brewed traditional classics and customised specialties at the touch of a button. Depending on the size of the venue, the A600 and A800, professional and fully automatic coffee machines with milk systems, are a popular choice. For hotels, a cleaning solution that ensures peak performance for every cup served each day, whether 20 or 200, is extremely important. The A600 takes care of this. Its fully automatic CleanMaster module with an integrated cleaning cartridge allows for efficient and intuitive cleaning. The A600 is an exceptional solution for selfservice operations. For larger operations, the A800 is the ultimate multitasker. Designed to efficiently handle up to 250 cups
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per day, this premium machine offers uncompromising quality, variety, and performance – perfectly tailored to the individual preferences of the customers. The A line’s customisable modular systems and flexible configurations meet the tastes of all guests. With powerful technology and ease of use, whether attended or self-service, hotels can get better reviews and build a loyal clientele. For the changing lifestyle tastes and to meet demands for milk free beverages, our SB1200 offers a selection of lactose-free milk and vegan options free from cross-contamination.
Can you tell us a bit about the ethos of Franke as a company?
The aim has always been to position Franke as an innovative and pioneering manufacturer of fully automatic coffee machines. To this day, our vision is to meet the highest standards of coffee quality and to create individual coffee machine solution for perfect coffee moments. We stand for passion in offering the perfect cup of coffee
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“We help hoteliers to meet the increasing quality demands from customers.” and outstanding hospitality. Franke’s technologies combine the best coffee quality with fully automatic machines to create coffee blends and recipes that can be served at a consistently high quality, every day, in every location. In 2019 the Swiss Franke Group, with its headquarters in Aarburg, acquired a majority stake in Dalla Corte S.R. The Italian company from Milan (Baranzate) produces traditional portafilter espresso machines in the premium segment for private and professional use. The company was founded by the Dalla Corte family in 2001 and is known for its multi-boiler technology, developed and patented in the same year, which is a benchmark for the entire semi-automatic espresso machine sector. With this strategic partnership, the Franke Group is expanding the brand product range of its Franke Coffee Systems division with traditional espresso machines. Dalla Corte and Franke complement each other perfectly: they have a complementary product range and both operate in the premium segment.
In your expert opinion, what is the one Franke product a hotel shouldn’t be without and why?
As non-dairy and plant-based milks are now sought-after coffee essentials and the demand for trending coffee beverages that reliably comply with shared principles and practices is noticeably on the rise, it would be the SB 1200.
It features full modularity, meaning the coffee machine and add-ons are custom made to fit Including the iced coffee module - opening up a whole new world of beverages, with up to six syrups. The inclusion of IndividualMilk Technology in our SB1200 represents an outstanding opportunity for our customers. They can capitalise on, and grow within, a new market segment which improves profits by boosting footfall and cultivating customer loyalty. coffee.franke.com
Benefits a hotel can reap from partnering with Franke: • As experienced market players, we can assist our customers to achieve their goals with us. • Extended product portfolio – fully automatic coffee machines for all segments, which means guests can serve themselves. • Franke’s award-winning design means that the machines sit perfectly - increasing your guests’ desire for a hot and aromatic drink, increasing sales. • We offer unparalleled customer service. Our customer service team is available seven days a week to help you with any issues you may have.
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MIXING IT UP With an aim to revolutionise the in-room mini bar offering as well as elevate the guest experience across the board in hotels, we share an exclusive interview with the team at Mixology Express to find out exactly how they plan on doing this through their innovative ready-to-serve cocktails. Please introduce us to Mixology Express and explain how your work aligns with overnight stay venues.
Mixology Express is a mother and son’s family owned business, which was inspired by our love of cocktails and the Basque Country. We have partnered with Tommy’s Fizz cocktails to exclusively distribute their ready-to-serve premium cocktails handcrafted in France. We aim to provide this solution for various types of venues. For hotels in particular, we want to redefine the mini bar experience with our 200ml glass bottle format, elevate guest experience and providing additional options beyond the conventional mini bar offering. For events, our concept emerged from observing the challenges faced by hotels to meet the demands of cocktail service, often compromising on time, quality, or consistency. Our mission is to empower venues to streamline cocktail service enhancing guest’s experience throughout the entire event. Tommy’s Fizz Cocktails provide a premium solution, offering high quality, consistency, and efficiency to hotels across the UK. Ready-to-serve and requiring no prior experience, our solution reduces wait times from minutes to seconds while consistently delivering excellence through handcrafted cocktails made with the finest ingredients. Our vision is not only optimises operations but also enables venues to broaden their cocktail offerings, previously hindered by cost constraints and complexity.
Tell us about how the process works for a hotel looking to purchase your products.
Hotels can reach out directly to us to place their order. However we always recommend a tasting and short presentation to showcase our various formats. Book in a tasting and experience luxury in a ready-to-serve bottle! Mixology Express will be present at the IFE/HRC and are looking forward to meeting key people across the hospitality industry and showcasing our products. Find us at stand 5114.
What benefits can a hotel reap from using Mixology Express?
Experience unparalleled quality and consistency with our
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The Product Range: We offer our four distinct formats, each suited for different environments. 700ml Bottle - For corporate or private events. 500ml Bottle - For retailers (fine food halls, bottle shops). 10l Keg - For large concert venues and stadiums with the available equipment. 200ml Bottle - Hotel mini bar. We offer an additional bespoke service for customers wanting their very own cocktail or company branding on existing cocktails, providing a unique experience for guests. Tom Albani, our mixologist can also work with restaurant chefs to create unique recipes to pair with specific menus.
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cocktails, meticulously crafted in France by an awardwinning mixologist. Our tried-and-tested recipes ensure a level of excellence that remains consistent with every cocktail served. Elevate your customer experience with our ready-toserve cocktails. Designed for efficiency, a single bartender can effortlessly serve between 60 and 90 cocktails per hour, minimising wait times at the bar and enhancing guest satisfaction throughout any event. For hotel guests, our mini bar formats offer a guarantee of high-quality cocktails that can be self-served directly into a glass with ice. In addition, our cocktail solution offers cost savings across three key categories: Staff: Eliminate the need for additional training, as our cocktails are designed for easy serving, requiring minimal expertise from bar staff. Additionally, fewer personnel are required to operate a cocktail bar, streamlining your staffing needs. Waste Reduction: Experience a notable reduction in waste due to spillage and overstocking , optimising your operational efficiency and contributing to a more sustainable environment. Inventory Management: Simplify your inventory management by eliminating the necessity for additional spirits, liqueurs, or syrups. Our comprehensive ready-toserve cocktails provide a hassle-free solution, allowing you to focus on what matters most—providing an exceptional experience for guests.
What sets Mixology Express apart from other brands on the market?
At Mixology Express, our primary commitment is to deliver a superior ready-to-serve cocktail solution that enables our customers to save time and money without compromising on quality. The cornerstone of our distinction lies in our unwavering dedication to using only the finest, locally sourced ingredients in Biarritz, France. We are aiming to complement the current ready-toserve cocktail offering in the B2B environment with our versatile portfolio to suit every setting and events. mixologyexpress.com info@mixologyexpress.com
Brand preview at the Member’s Club Four Seasons Ten Trinity Square As members of the Club, we had the privilege of featuring our brand to an intimate group at a members event at the Members Club at Ten Trinity Square, followed by a tasting session. We have chosen to host our first event at the Club as it is the perfect setting for a high-end and exclusive evening. We are pleased to say it was a successful introduction of our cocktails to our premium target customers.
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BUSINESS
ASSESSING THE FIGURES Vacancies in hospitality fell by 35,000 at the end of last year, according to new figures published by the Office for National Statistics (ONS). In another exclusive guest column from Kate Nicholls, Chief Executive at UKHospitality, we explore what this means for hotels.
G
ood news for hotels and our wider sector, with those ONS numbers revealing that as 2023 closed, hospitality vacancies totalled 112,000, while at the end of 2022 they’d stood at 147,000. The figures reflect the investment made in recruitment by hotels and other hospitality businesses, along with their continuing development of existing talent. But before we get carried away, our industry still has 23,000 more vacancies than before the pandemic and, when compared to other sectors, a high vacancy rate of 8%. With that in mind, and with recruitment continuing to prove challenging, UKHospitality is calling for measures that encourage operators to investment in and develop staff. Reform of the Apprenticeship Levy can certainly achieve this, while hospitality’s ever-increasing costs are in urgent need of being addressed, and fast. Because feedback from our members reveals that April’s National Living Wage increase is a huge headache, given the increased wage costs it’s set to bring. So, we hope the UKHospitality Workforce and Skills Event 2024 will extend a relieving lozenge, when it takes place on Wednesday 28 February, at London’s De Vere Grand Connaught Rooms. Attendees at the full day conference will be able to share experiences, learn from experts and receive updates on the workforce and skills landscape, with a programme focusing on the five key areas: recruitment, skills and training, working lives, the sector’s image and infrastructure. Employment Minister Jo Churchill MP will give the keynote address, outlining Department for Work and Pensions initiatives aimed at assisting people back into work. Importantly, government has acknowledged that hospitality is an industry that’s fundamental to achieving
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this, and so schemes encouraging people back to the workplace are being run in partnership with UKHospitality. Brewhouse & Kitchen, Wells & Co, immigration experts Boyes Turner, leading think-tank Resolution Foundation, Sodexo UK and the Lime Wood Group will all be represented by speakers, and we’ll also be hearing from mental health expert David Beeney. Topics they’ll be discussing include the evolving labour market; the dos and don’ts of recruitment; changes to the immigration system; understanding mental health; how the new Hospitality Skills Passport will transform recruitment; and changing the culture of hospitality. For full details of the event and to book your tickets, please visit: www.ukhospitality.org.uk/sheep_event/workforceskills-2024/ Kate Nicholls Chief Executive UKHospitality
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