The Hotel Magazine May 2023

MAY 2023

With providing a faultless guest experience being the foremost aim for hoteliers across the globe, there are many factors that contribute to nailing the delivery of this. Hotel Amenities are fundamental in enriching the overall consumer experience, as it’s the added extras and element of surprise that create long-lasting impressions.

In our last issue, we looked into how wellness goes further than having an on-site gym or spa, and amenities are no different. Studies show that customers are now more fastidious than ever, so using a well-known and respected brand for your selection of amenities goes a long way. In our extensive Amenities feature this month, ADA Cosmetics lead the focus as we explore how to elevate your hotel’s reputation and showcase your brand personality through your in-room amenities.

Despite the dynamic of hospitality venues becoming divergent all over the world due to consumer demand, hotel amenities will always be a huge part of a visit to an overnight stay venue. One area in which we are seeing a rapid change is the introduction of technology. There are many aspects of life that are becoming tech-based, and hotels mustn’t fall behind! In this May issue, we highlight all the areas of a hotel which can become digitalised and how a venue can benefit from technology. Providing an interesting insight to the world of tech as part of the focus are Zonal. In the highly-anticipated guest column from the UK-based technology provider, they look at creating the right balance between technology and human contact.

This issue promises to deliver as we share our biggest one yet… enjoy!

CONTENTS

9 AMENITIES AND WELLNESS

With some guidance from the industry experts, in this feature we explore how to make the right choices when it comes to your in-room amenities in order to showcase your brand and elevate your reputation.

30 HOTEL OF THE MONTH

This month we take inspiration from Sea Containers, a renowned riverside venue that oozes glamour and promises unforgettable city views.

33 TECHNOLOGY

In our Technology feature, hoteliers from hi-tech venues show us how hospitality can benefit from digital tools.

58 GUEST COLUMN

Kalindi Juneja, the CEO of PoB Hotels, shares her expertise on achieving luxury standards in her highly anticipated Guest Column.

61 BREAKFAST

With tips from the experts, we explore how to ace the most important meal of the day in order to leave a lasting impression.

72 HOTEL AROUND THE WORLD

A luxury destination that simply feels like paradise, Sanctuary Cap Cana, features as our Hotel Around the World.

EDITOR

Jade Evans

jevans@cimltd.co.uk

EDITORIAL ASSISTANT

Brooke Tremain bt@cimltd.co.uk

PUBLICATION MANAGER

Declan Wale

dec@cimltd.co.uk

Tel: 01795 509 112

ACCOUNT MANAGER

Jazmine Davis

jazmine@cimltd.co.uk

Tel: 01795 509 112

ACCOUNT MANAGER

Manjeet Griffiths manjeet@cimltd.co.uk

Tel: 01795 509 112

CREDIT FACILITIES MANAGER

Lauren Sharpe

creditcontrol@cimltd.co.uk

Tel: 01795 509 103

ADMINISTRATION MANAGER

Natalie Murray admin@cimltd.co.uk

Tel: 01795 509 103

DESIGN AND PRODUCTION

Grant Waters grant@cimltd.co.uk

James Taylor

james@cimltd.co.uk

SALES DIRECTOR

Tom Woollin

tom@cimltd.co.uk

CHIEF EXECUTIVE

John Denning

IDILIQ encourage other hoteliers to follow its charity initiative

IDILIQ Hotels & Resorts is proud to announce that since 2016 its pioneering IDILIQ Charity Holidays initiative has given over 1,000 guests free holiday accommodation, including children with terminal illnesses and severe disabilities, bereaved families and unpaid carers.

Grant Peires, Director of Communications at IDILIQ Hotels & Resorts, comments on how working with these charities can also help with internal staff morale: “Giving away space in our hotels and resorts has the most marvellous effect on staff morale, resulting in increased staff retention and a reduction in recruitment costs. The gratitude from these special guests is nothing like we have ever experienced before, and a true honour to be a part of. These emotional rewards and tremendous benefits, not to mention the profound difference you can make, is something we’d like to encourage all hoteliers to take part in.”

www.idiliqgroup.com

Armathwaite Hall Hotel & Spa announces strong commitment to sustainability in 2023

Sitting within the Lake District National Park, Armathwaite Hall is proud to have an ongoing project in which they manage the 400 acres of land to being the safest possible haven for wildlife. A key aspect is the planting and protecting of trees into the already established woodland, of which 10,000 have already been grown over the past 15 years. This year, the estate has plans for rare breed cattle to graze, keeping stronger grasses while encouraging a diversity of plants, abundance of insects and flowers to thrive.

General Manager Simon Steele further comments: “We’re not just in the business of providing luxury accommodations, we’re also committed to being good stewards of the environment. We believe that sustainability isn’t just a buzzword, it’s a responsibility. From our efforts to re-wild the surrounding woodland to our educational guest talks, we’re constantly taking action to reduce our environmental impact. We’re proud that our guests share our passion and appreciate the real results we’re achieving together.”

www.armathwaite-hall.com

The

AMENITIES AND WELLNESS

THOUGHTFUL TOUCHES

CAR PARK

Offer free parking for guests with their stay. If you are pushing sustainability at your venue, it’s worth investing in electric charging points, not only will this make you stand out from competitors, it’s also likely to become the norm so you’ll be staying ahead of the curve. Market these features on your website and socials to increase bookings and elevate your reputation.

2

BEDROOM

Heighten your guests’ sense of wellness by bringing elements of the spa in to the bedroom. Electronic diffusers are a great device to keep guests bedrooms smelling blissful throughout their stay and if you have a spa, use the same scent to entice guests to venture down and book a treatment. Choosing well-established and experienced wellness brands for your in-room toiletries will take luxury to the next level. Making the scents seasonal is a small touch that returning guests will appreciate.

5

BAR

Go above and beyond for your guests and elevate their experience through wellness by introducing amenities to your hotel. We explore five areas in your venue you can present amenities to have a high impact and stand out. 1

Create a bar space that guests won’t want to leave with the help of amenities; these small touches are inexpensive but leave a lasting impression. When guests sit down for their drinks, hand out complimentary nuts or olives. To keep guests entertained whilst they sip their cocktails, have a games corner with cards and chess and if your bar has an outdoor sitting area hand out blankets as the evening gets cooler.

4

RECEPTION

Create a space where guests can relax and unwind. Trends in the hospitality industry show that guests want a more local experience when they stay at hotels. To enhance this feeling of community, offer books about the local area’s history dotted around on coffee tables in your reception area. You could also have a board of your favourite local businesses for guests to visit during their stay, improving your venue’s sustainability reputation.

GYM

As wellness is a top priority for many guests today, introducing amenities in your gym will be greatly appreciated. Offer a water dispenser with paper cups to work in line with sustainability and go that extra mile by offering fresh cold towels. Guests will be impressed if you have the newest gym equipment on offer, such as the Peloton bikes. Implementing a well-known brand could even be a feature that leads them to click the ‘book’ button, so it’s an investment worth considering.

A LASTING IMPRESSION

We delve into how you can elevate your hotel’s reputation and showcase your brand personality through your in-room amenities.

Amenities at a hotel play an important role in contributing to the guest experience. With technology on the up and hotels creeping to becoming more digitalised, that connection between guests and staff members may be slightly reduced, meaning it’s important to find other ways in which that guest experience can be elevated.

Hotel amenities are the additional features, services, and facilities that hotels offer to their guests, beyond basic necessities such as a bed, bathroom and linens. These amenities can vary from hotel to hotel and can range from small gestures, like a complimentary bottle of water, to

more luxurious features like a spa, champagne on arrival and personalised robes.

Whatever decision you make regarding which additional extras you will offer to your guests, it’s important to ensure your in-room amenities complement your overall ethos as a brand to ensure continuity, in addition boosting your reputation.

UK Head of Sales at VOYA, Lucy Pike-Bowyer, believes that a hotel’s commitment to sustainability should continue into their rooms, and eco-friendly amenities are a great place to start. At VOYA, they make this easier for hotel partners as their new amenity products are 100%

recyclable and made using recycled materials, i.e. PCR (post-consumer recycled plastic).

Guests expect the basics such as shampoo, conditioner, and body wash; but it’s those thoughtful extra additions such a pillow spray and bath salts that make a big impact.

Lucy believes that a key area to get right at your hotel is the toilets – what do they say about you? Nearly every person that visits your hotel will, at some point, pop to the loos, and it tells guests a lot about the pride that goes into a building: “Having a good quality hand wash and moisturiser says you care, even about the little things. It’s a place not to be overlooked!” Lucy added.

With the cost of living continuing to rise, it’s important that hotels offer memorable and brand-focused amenities but in a cost-effective way; Lucy advises doing this by “adding value, not discounts.”

In a time where clients might be cutting back, it is important not to enter the race at the bottom when it comes to price point: “This is where you can use luxury amenities and turndown gifts to add value to your offering. Ask yourself what sounds more appealing, £10 off or a £20 gift? Amenities are an opportunity to stand out by adding something extra, rather than cutting back or taking something away.” Lucy finished.

“Having a good quality hand wash and moisturiser says you care.”

Whether for business or for pleasure, a trip should always provide an experience. Happy, satisfied guests come back, become loyal to their hotel, and may eventually consider this place as their second home after several stays.

Gerd von Podewils, CMO of ADA Cosmetics, notices that hotel cosmetics play a significant role in creating loyalty, because the bathroom is of utmost privacy. Guests apply the hotel’s cosmetics to their skin and hence, expect products that are safe and hygienic, and that deliver professional results.

ADA delivers all of this by “putting beauty into travel”. Guest satisfaction is at the pinnacle of everything the brand does. ADA offers a wide variety of brands catering to lifestyle, design, and luxury hotels, but also for wellness and beauty properties.

In terms of which amenities go down best with guests, Gerd explained that a topic which remains extremely important, even post-COVID, is hygiene. Travelers want to be sure that the products they use are completely hygienic, meaning this is an essential factor to bear in mind when deciding on your in-room amenities.

In addition, quality and sustainability play an increasingly significant role for guests. Gentle, eco-friendly body care lines, ideally certified by renowned institutions, are becoming more important to the overall guest experience, a hotel’s reputation and when initiating consumer relationships.

Gerd explained that a good way to surprise guests is by offering new, upcoming brands that they potentially discover for the first time – like ADA’s new Soapsmith

“The trend is towards sustainable dispenser solutions.”

THE ORGANIC TOUCH

For over 15 years VOYA has been a leading global provider of luxury spa treatments and certified organic skincare products.

We offer excellent 5* training for spa therapists and outstanding account support built on personal relationships to help you grow your business.

Our luxury skincare products are made with organic hand-harvested seaweed extracts, blended with the world’s finest organic botanical ingredients and essential oils.

Discover the harmonious experiential havens VOYA will help you create.

•Inspiring Spa Training

•Retail Training

•Outstanding Customer Service

collection, created by Samantha Jameson, who took inspiration from London city districts.

In order to stand out from the crowd, introducing amenities surrounding occasions such as Valentine’s Day or Mother’s Day can go a long way but, when implementing this, it’s all about getting the balance right without losing sight of your venue’s personality.

In restaurant or spa areas, hotels often successfully offer their guests special packages for such occasions. In Gerd’s experience, however, they play a minor role in the bathroom for several reasons: “The trend is towards sustainable dispenser solutions and hotel cosmetics that make every day special, not just on particular occasions.”

Tying in all elements of a venue together is essential in leaving a lasting impression amongst visitors. Introducing amenities based on your venue’s surroundings is a great way to do this and we are aware that today, hotels have a good understanding of their guests’ expectations. If you succeed in meeting and even exceeding their needs, guests will be more inclined to come back: “Carefully chosen hotel cosmetic brands make a crucial contribution to this.

“They can underline the unique character of a hotel and help create unforgettable experiences.” Gerd added.

There are, however, certain amenities that guests simply expect, such as high-speed broadband, a well-stocked mini-bar, and so on. Today’s discerning guests, however, are unlikely to be impressed with these basic amenities, so aligning the ethos and beliefs of your venue is what stands in the way of taking your reputation to the next level.

If you pride yourself on your spa, using similar scents for your in-room toiletries could intrigue guests to venture down and book a treatment, and, promote the stand out features of your hotel. Similarly, if your venue is marketed as sustainable, make sure your toiletries are vegan and use less plastic.

To finish, it’s important to recognise the effect of using well-known brands throughout your hotel. A household name goes a long way in setting the standard for a guest throughout your visit, so, be sure to do your research.

Overall, hotel amenities can greatly enhance the guest experience, providing convenience, comfort, and entertainment during their stay. Take the words of our experts on board and we have no doubt that your guests will be returning thanks to your great reputation and lasting impressions.

SUBLIME SKIN

Introducing Comfort Zone, the award-winning, Italian skincare brand making waves in sustainable beauty. Tracy Brasenell, UK Country Manager, explains how they can elevate your spa offering.

Please introduce us to Comfort Zone and what the brand strives to achieve.

Rooted in the spa and wellness industry for over 25 years, Comfort Zone is a proud certified B Corporation™ delivering science-backed, luxury skincare. Guided by our three defining pillars; beauty, ethics and sustainability, it’s our mission to be the best for the world.

Inspired by the earth, our innovations led by Dr. Davide Bollati, founder and pharmacist, are rooted in pharmacognosy; the study of bio-actives derived from plants.

Our vegan-friendly formulas combine cutting-edge chemistry with nature to provide products rich in potent botanical extracts, brightening antioxidants, anti-ageing peptides and rejuvenating acids, clinically proven to boost skin health and appearance.

How can the Comfort Zone range work to enhance a luxury hotel’s spa?

Comfort Zone can be found in luxury hotel spas globally, complimenting the guest experience by offering unique, sensorial treatments and wellness rituals enhanced by signature massage techniques. Not only do our treatments provide transformative skin solutions and promote deep relaxation for the mind and body, our therapists are trained to offer lifestyle advice that supports each client’s needs. In addition, we’ve developed wellness programmes for cancer care and menopausal skin.

We support our partners with a complete service, consisting of bespoke treatment menus, spa education, marketing opportunities to drive brand awareness and

operational support with equipment and amenities. Retail products are also available so guests can extend the benefits of their treatments at home, encouraging repeat purchases.

There is a consumer demand for sustainable initiatives, how does Comfort Zone invite sustainability into their approach to skincare?

Our commitment to sustainability started many years ago and this is what led us to become one of the highest scoring beauty B Corps, excelling in social and environmental performance, public transparency, and legal accountability.

As a founding partner of Sustainable Spa Wellness and British Beauty Council patron, we believe the spa industry has a responsibility to protect our planet and take care of its natural resources. Our values are reflected in our eco-designed, carbon and plastic-neutral packaging created using renewable energy and 100% recyclable or bio-based materials. We source ingredients from organic agriculture because we know this practice contributes to biodiversity protection, healthier soil and air and supports climate change mitigation. To achieve this, amongst our reforestation and plastic-collection initiatives, we partnered with pioneers of the regenerative farming movement, The Rodale Institute, to build Europe’s First organic farming centre.

How can our readers work with Comfort Zone?

If you’re considering a new luxury skincare brand in your spa, please get in touch: customercareuk@comfortzone.it

The Comfort Zone Village in Parma, Italy

Comfort Zone’s Scientific Garden for R&D

NEW HYDRAMEMORY SKIN-ADAPTIVE™ HYDRATION

AFTER ONE FACIAL

100%* claim they saw boost in hydration levels 95%* claim increased glow, plumpness and reduction in signs of fatigue

85%* claim visible wrinkle reduction

Natural-origin ingredients

Biomimetic textures

Vegan-friendly

Available now in partner spas globally. To become a spa partner or stockist, please contact customercareuk@comfortzone.it

[ comfort zone ], as part of the Davines Group, is a certified B Corp® since 2016 committed to doing the best for the world through beauty, ethics, and sustainability. Inspired by nature, our mission is to deliver science-backed, professional skincare solutions that are regenerative for both the skin and our planet.

uk.comfortzoneskin.com | @comfortzoneskin_official

*self evaluation of 20 panelists after 1 facial

IN-ROOM AMENITIES TRENDS

What’s the first thing your guests do when they check into your hotel? At VANITY GROUP, it’s a race to the bathroom to see what brand is lining the basin. VANITY GROUP has proudly developed innovative and progressive guest cosmetics solutions elevating the toiletries line up to a luxurious experience. Here’s our Essential Five top trends in hotel amenities today:

1. Floating large format bottles

Floating bottles are the latest innovation that offers a concealed bracket that is flawlessly secured to the wall displaying chic hair and body care. Designed for housekeeping to replace with ease, the floating solution is tamper proof, super hygienic and avoids the risk of cross contamination, has a discrete fill line, and requires minimal upkeep.

2. Progressive brands

Guests love walking into a hotel bathroom and recognising or discovering a progressive brand.

Guests now have incredible access to information across digital platforms, which makes researching brands an exciting experience. It also boasts serious therapeutic kudos when a guest sees the brand has a loyal following or is hitting the headlines as a new brand in the market.

By aligning with a highly sought after brand, like London born fragrance house IIUVO who have recently partnered with Madonna, to Tik Tok’s most influential beauty brand Merci Handy, the shower ritual becomes an unforgettable experience.

3. Room to retail

Hotels have the opportunity to set up a ‘room to retail’ program with their amenity partner, enabling the guest to take an element of the hotel home with them.

This could come in the form of an exclusive discount when a guest of the hotel visits a flagship store, a value add when booking a skin or hair appointment as a hotel guest, or a bespoke discount code that’s shared as part of post stay communications, allowing the guest to access local benefits reserved exclusively for them.

4. Packaging made from OceanBound Material

At the forefront of sustainability, OceanBound Material

refers to plastic waste that is at risk of ending up in oceans. The waste is collected, recycled into reusable pellets, and manufactured into the packaging that makes up some of the world’s most iconic hotel collections from the likes of KARL LAGERFELD, Jo Loves by Jo Malone CBE, Temple Spa and KEVIN.MURPHY.

5. Brand collaborations

Guests are seeking one-of-a-kind experiences while on their travels, hotels have the opportunity to combine forces with their amenity partner to broaden their cultural relevance to guests.

VANITY GROUP has hosted pop up salons, created inroom styling channels, and coordinated food and beverage experiences inspired by a brand’s fragrance notes and ingredients – every activation has elevating the guest experience at its core.

These collaborations, will ensure the memories of a hotel stay continue well beyond returning home. vanitygroup.com info@vanitygroup.com

Pictured: VANITY GROUP’s Floating Non Refillable Bottles featuring Jo Loves by Jo Malone CBE

REVOLUTIONISING MINERAL WATER

LUQEL: a mains-fed mineralised water dispenser with leading reverse osmosis filtration and hygiene. Dispensing 30 sommelier designed water tastes across a range of temperatures from 4 –95o C, plus carbonation. Comes with dispense payment options, volume tracking and remote diagnostics.

Removes micro-impurities such as bacteria, heavy-metals, and nano-plastics. Removes the need to buy mineral water and transport it around the world. Removes the storage, chilling, merchandising, and recycling of packaging within a business.

Help remove packaging waste from our planet.

luqel-water.com

sales.uk@luqel-water.com

SUSTAINABLE LUXURY

Luxury hotel toiletries shouldn’t be costing the earth. Discover Bath House, a niche British brand that’s really making a difference.

Bath House is an independent British brand that has been making natural, artisan toiletries for over 25 years. All their products are made from scratch using only the highest quality, eco-certified ingredients. Customers who regularly visit Bath House stores can attest to the quality of the formulations used in their products. And now, with the launch of their Bath House Hospitality Collection, your guests can enjoy these luxurious toiletries during their stay.

Shop photo caption - Bath House has six niche artisan beauty stores in the U.K.

The Bath House Hospitality Collection includes two of their best-selling scents. Bamboo and Jasmine is fresh and invigorating, and Patchouli and Black Pepper, which has a more sophisticated and sensual fragrance.

Product photo caption- Freshly scented Bamboo and Jasmine

One of the key benefits of Bath House’s hospitality range is that it is vegan-friendly. Your guests who follow a vegan lifestyle can enjoy luxurious toiletries that meet their ethical standards.

Another important benefit of the range is that they are packaged in recyclable aluminium and glass bottles accompanied by stylish white wall brackets. This means guests can enjoy the products without worrying about

their environmental impact. As your hotel refills the 2.5 and 5lt containers, you’ll significantly minimize your impact on the environment.

For personal use, hotels can provide guests with 60 ml glass bottles that can be taken home after their stay. Unlike traditional miniatures, these bottles are larger and offer more product for guests to take a part of their hotel stay home.

By sourcing from a British business, hotels can reduce their carbon footprint and choose products that are made closer to home. The fact that these products are made in Cumbria, a beautiful part of the country, only adds to their appeal.

The Bath House Hospitality Collection offer a range of benefits that make them the ideal choice for hotels that want to provide their guests with the best possible experience. With their natural ingredients, recyclable bottles, vegan ingredients, and luxury fragrances, these products are sure to delight guests and leave them feeling pampered and refreshed. Hotels can reduce their environmental impact by choosing Bath House hotel toiletries. So, why not offer your guests a little luxury while also being kind to the planet?

thebathhouseshop.co.uk

Bath House has six niche artisan beauty stores in the U.K

Freshly scented Bamboo and Jasmine

FAVORITE TREATMENT TABLE MANUFACTURER

FAVORITE HYDROTHERAPY EQUIPMENT MANUFACTURER

LEMI OPENS UK HEADQUARTERS

With over 30 years of experience in the production of equipment for luxury spas, we are thrilled to share some exciting news about a latest appointment from renowned Italian brand, Lemi.

The biggest news in the UK spa sector for 2023 is the announcement of Lemi’s new, direct UK office. Lemi’s expansion into the British market brings a wealth of benefits for spa operators.

Celebrating their 30th anniversary of supplying luxury spas with the highest quality, Italianmanufactured equipment in 2019, Lemi’s expansion has moved at a high speed. 2019 saw the brand open their US headquarters in Miami, and just four years later the UK can now boast of being the operating base for Lemi’s newest branch.

Being an industry leader who already have a strong foothold on the UK spa market, this growth will allow Lemi to service their clients to a much higher level, simply by

cutting out intermediaries and dealing directly with spa operators to provide rapid solutions to their demands.

Lemi are proud to announce Anna Histed as Regional Sales Manager for Lemi UK and Ireland. With a wealth of experience in providing the spa sector with luxury equipment, Anna is perfect to oversee Lemi’s team of experts. Anna commented on the exciting expansion, “For a long time, UK spas wanting the best products for their facilities have had to buy Lemi through distributors. Our UK&I team are excited to work directly with spas, providing the same quality products but delivering an increased level of customer service and a much quicker turnaround.”

With Lemi’s market share rising so remarkably over the past decade, the rapidly growing UK spa sector is the

perfect place to align with this expansion. Having worked with British spas since 2015, Lemi understand the quality of the sector and exactly why their range of luxury products can help transform a facility.

What does this mean for UK spa operators?

Firstly, and most importantly, your spa will now have direct contact with a UK-based representative, allowing Lemi to do what they do best: deliver exceptional service and

products to exceptional spas. This also means that, as a spa operator, you will be receiving support directly from Lemi’s team of experts who have greater product knowledge and are perfectly suited to finding the solutions for your spa’s requirements. A direct contact means that your enquiries will be managed more quickly and efficiently.

To learn more about how Lemi can transform your spa, please visit www.lemi.it or contact Anna: anna.histed@lemigroup.it

“Our UK&I team are excited to work directly with spas, providing the same quality products but delivering an increased level of customer service.”

THE GREAT OUTDOORS

British weather does not always invite us to spend much time outside,

When considering your outdoor furniture, here are some key points from leading hotel supply specialist, Hotel Buyer, to take into account:

Furniture

You’ll have to consider the same things as you would on the interior, such as style, appearance, comfort and shape. In addition to this, however, the outdoor setting brings additional consideration points such as ground stability, temperamental weather and the aesthetics of your space; all things that could make or break the first impression with your guests.

Storage is also a huge factor. If you don’t have the space to store outdoor furniture when not in use, you’ll need to make your choices based on products that are durable enough to leave out.

For a beer garden-style setting, it might be more suitable to simply invest in some wooden picnic benches. These are more casual, and they are easier to maintain due to being sturdy and weather-resistant.

Sun & Rain Cover

Rain is always a problem, but with the right cover in place, your guests can still drink, dine and socialise outside. Permanently sheltered areas may be the best option, but this may not always be possible depending on the space you have available or the brand you’re creating for your hotel.

Where permanent shelters aren’t an option, large and sturdy parasols can be ideal. These are easy to set up and take down, and they also provide shade on sunny days.

Heaters

Patio heaters are becoming increasingly vital for outside areas. Firstly, smokers will appreciate having a warm area outside throughout the year, and diners will also be more comfortable on cooler evenings.

Heaters are expensive, and they use a lot of power, so think carefully about whether you really need them and

how many you need. It’s important to take into account how much electricity a heater uses, and also look for products with adjustable heat direction.

Make The Right Choice

Having a quality outdoor space can bring in a whole new range of customers to your establishment, from making the most out of your overnight stay residents to bringing in locals. Although you may need to invest to create an appealing outdoor, the benefits are clear in the long-term.

Choosing quality items is key. High-quality furniture will last a long time, and with the day-to-day use plus British weather, durable products will save you money over time.

www.hotel-buyer-store.co.uk

but if your hotel has the space, you should be making the most of this to increase footfall from guests who’d like to sit outdoors.

WELCOMING WELLNESS

The experts at Peloton explore how to elevate your hotel to ensure you support your guests from workouts to wind downs…

As Accor’s Global Vice President of Wellbeing, Emlyn Brown said, ‘Wellness focused offers command a premium, attracting those willing and able to pay it. Guests now seek not only to maintain their wellbeing during stays, but to enhance it through nutrition, physical activity and mindfulness.’

It’s a fact we can wholeheartedly back up, given research* shows that 93% of Peloton Members would choose a hotel with a Peloton Bike over one without. The research also found that 96% of Peloton Members believe hotels with Peloton Bikes have an edge over the competition.

Make Peloton’s seven million-strong community your new guest list

Hotels with a Peloton Bike can join the Hotel Finder community, connecting their property to Peloton’s millions of dedicated Members worldwide to become a true destination. With more than 6,500 hotels already listed globally, Peloton Members can use the Hotel Finder to simply look up hotels with a Peloton experience in the area they want to stay and book directly from the hotel’s website, with no middle man.

Daniel Sprung, Peloton’s Senior Director International, Partnerships and Commercial said: “We constantly innovate to meet our current and prospective Members where they are travelling. They want to continue their routines while on the road and so we started working with hotels to meet them. That’s why all Hilton-branded hotels across the US, UK, Germany, Puerto Rico and participating hotels in Canada are set to have a Peloton Bike. Research shows that guests believe hotels with a Peloton product have an edge over the competition – you’re considered state-of-the-art with a modern appeal. As a result, more than 1.6 million Peloton rides were taken at hotels in 2022.

“Our Hotel Finder gets more than 20,000 unique visits per month globally, so why not make our millions of Members your guests by providing a stay that has it all; connecting your guests to an elevated wellness experience that will move your business forward?”

Whether guests are into high-energy workouts or

meditation, Peloton offers a holistic wellness experience with thousands of classes to keep them motivated, from world class cardio and strength to yoga and meditation.

Global hospitality expert and author, Sonal Uberoi said: “Making wellness integral to your offering will transform and future-proof your business. You don’t need grand facilities, instead put guests’ needs front and centre.

“Peloton is personalising the wellness experience anywhere, anytime. With a Peloton Bike, guests can work out from the gym or their room, always with a sense of community. That is priceless and both affordable and achievable.”

commercial.onepeloton.co.uk commercialsales@onepeloton.co.uk

*Based on a survey of approximately 800 subscribed Peloton Members who travel 3+ times per year - conducted by Peloton in August 2022.

A RIVERSIDE HAVEN

After its initial opening in 2014, Sea Containers has continued to make a splash amongst consumers as it boasts some of the most unrivalled hotel amenities in London. Popular for its eclectic vibe and dramatic views, we caught up with Lore Group’s PR and Content Strategist, Chris Kennedy, to delve deeper into the seductive Sea Containers.

Sea Containers London has stood strong on London’s Southbank since its initial opening in 2014 and is an iconic South Bank hotel. With a design reminiscent of a 1920s transatlantic cruise liner, award-winning food and drink outlets, and a continuously bold energy. It’s a destination where glamour meets brutalism – and it is consumer’s anchor on the Thames.

Having originally opened its doors in September 2014 as Mondrian London, Chris explained how the hotel has embarked on an exciting new chapter as Sea Containers London in January 2019. Built in the 1970s by American architect Warren Platner as a luxury fourteen floor hotel, the building’s brief was never fully fulfilled, and instead became offices. Among these was a shipping company, Sea Container, from which the building now draws its name.

This maritime history of the building and its location on the river, combined with Platner’s design work with several cruise liners, provided inspiration for the project.

“The hotel draws guests on a transatlantic journey of discovery, from the impressive copper clad wall inspired by the hull of a ship, through the lobby and swooping past the riverside restaurant and bar, before moving updeck to the guest rooms and rooftop lounge.” Chris explained.

Portraying the elegance of a 1920s cruise liner combined with 1980s post-modernism, Sea Containers’ core identity originates from its design, location and history. Chris said: “All these elements create a unique story, giving guests an experience of what London’s extraordinary South Bank can offer and appealing to those seeking more than just somewhere to sleep.”

Chris explained how award-winning designer Tom

Dixon and his Design Research Studio have reimagined all areas of the historic Warren Platner-designed building; from designing the rooms and the gathering spaces, to choosing the artwork and positioning the beds. Featuring bespoke furniture, custom-designed dimmable lighting and impressive marble bathrooms. The hotel’s bedrooms have the feeling of a cruise cabin, whilst the lobby features a structure inspired by a ship’s hull, clad with copper. The lobby toilets feature curved walls, reflective brass detailing and dark rosewood panelling: “Again referencing the ocean liners of the 1920s”, added Chris.

Inspired by the golden age of ocean cruising, a time when exotic ingredients were introduced to the world, and an abundance of fresh local produce was celebrated, the three distinctive food and drink venues at Sea Containers each offer a dynamic experience.

The hotel plays host to Sea Containers Restaurant promising seasonal ingredient led- cooking, 12th Knot which boasts a rooftop lounge with unparalleled panoramic views over the River Thames and Lyaness, the hotel experimental cocktail bar from master mixologist, Ryan Chetiyawardana (AKA Mr Lyan).

Chris spoke about how Lyaness, Sea Containers’ flagship bar from the award-winning Mr Lyan and team, was recently awarded World’s Best Bar & Best International Hotel Bar 2022 at Tales of Cocktail Spirited Awards making for an incredible USP.

“The menu itself at Lyaness is a continuation of Team Lyan’s curiosity to find new ingredients and make these unusual, alien and outright weird forms more delicious.”

Chris continued: “Another element that makes Sea

Containers so unique is the variety of exciting on-site facilities for guests to enjoy without leaving the comfort of the property.”

Designed by visionary Tom Dixon, Sea Containers Restaurant champions seasonal, ingredient-led cooking, with a carefully curated selection of small and large plates designed to be shared.

Adding to their sizeable food and beverage offering, 12th Knot is the roof terrace bar and lounge on-site at the hotel. Plush seating, seasonal and ingredient led cocktails and food, DJs and live music - all set against an unrivalled backdrop of the River Thames and London makes for an unforgettable addition to the venue.

Again, helping to transport visitors away from the hustle and bustle of the capital is agua London - the hotel’s therapeutic playground. Embracing the glamour and sophistication of the Sea Containers building, the urban spa lounge promises authentic integrative health experiences and personalised therapies.

“agua London spa focuses on authentic experiences and personalised treatments and offers an exclusive retail offering drawn from local British heritage brands - Soveral, De Mamiel, Lola’s Apothecary and Dr Jackson’s Natural Products.” Chris explained.

It seems that it is the extensive list of added extras which work to enhance the overall experience guests receive at Sea Containers London, truly offering something for everyone.

@seacontainersldn

TECHNOLOGY

DIVING INTO DIGITAL

As technology continues to take the hospitality industry by storm, we highlight the areas of an overnight stay venue which can become digitalised and the benefits this could present.

Technology is not only shaping the future of hospitality, but its ever-growing popularity across the board in a number of industries is making it difficult to ignore the trends, especially as a business owner, manager or operator.

Ultimately, you have one main aim at your overnight stay venue and that is to provide guests with seamless and unforgettable experiences. Due to the way of the world and with technology advancing at a faster pace than ever before, the expectations of your guests are changing and there is a growing demand for digitalisation during a hotel stay.

Managing a successful business requires numerous skills, which can often result in hotel managers overseeing multiple business areas and spreading themselves too thin. Oliver Cahill, Managing Director of Premier Software (now part of Journey Hospitality), thinks that perhaps the best way to combat this is to incorporate a business management system into your venue that helps automate areas of the services, enabling hotel managers and their teams to focus on the client experience.

“Two very good areas to bring into the digital space are your reports and marketing” suggested Oliver. Through digitising your reports into software, you can pull necessary data within a matter of seconds, helping

to examine areas such as staff efficiency or capacities of profit.

Oliver revealed that through using a report that provides a breakdown of your income centres or which items have been sold in which area of the hotel, you can tailor your food, spa and leisure experiences accordingly. This type of report can then be scheduled to run automatically at the end of every day, week or month, sent straight to an email address of choice.

Imagine if this data could be used to tailor your own hotel offerings, such as spa treatments. Your next marketing campaign could then involve the promotion of new packages that incorporate a popular spa treatment, such as a couple’s massage, with a related treatment that may not always be selected on its own, increasing bookings and revenue.

“Best of all, through the digitisation of marketing, this can also be automated to be sent to clients at a time of your preference, who have historically booked one of the package elements before. You would know this thanks to your digital reporting.

“These are just two digital areas that can help manage parts of the hotel and increase revenue in an efficient manner.” Oliver explained.

Premier Software can offer two key pieces of technology to benefit hotels.

Core by Premier Software® is specifically designed for the spa, leisure and wellness industries, meaning it can manage the set up and booking of spa treatments, packages, classes in facilities, opening time bands, prices, membership options, automated marketing, reporting and plenty more.

Core works with onejourney®, their other key piece of technology, to pull through such package options for the spa, leisure and wellness areas of your hotel. This also links with other software from your hotel, such as your dining areas and hotel booking systems and presents them on your website in one easy booking experience.

Through bringing all areas of the hotel booking experience online, you provide prospective guests a chance to see what’s available in real-time and pricing, whilst at the same time giving them full control of their booking no matter where they are. This has the added bonus of freeing up the reception team from taking as many booking calls, enabling them to spend more time catering to the guest experience on-site.

Keeping an eye on hotel trends is crucial for maintaining client interest and remaining competitive. Oliver revealed that technology often leads the way with such trends, as they make the guest experience as easy and convenient as possible.

Oliver said: “One of the biggest hotel trends right now is a cloud-based Property Management System (PMS) that connects all areas of the hotel together.” This is designed to take hotel operations to an online-based system. The result is that this helps your team by managing business data in one, easy-to-manage cloud-based system.”

A vital area for tech solutions to replace are bookings by phone and paper. Oliver identified how digitising this process helps store bookings and client data in one easy-to-manage area, which is particularly useful should the need ever arise to take note of client preferences:

“Ultimately, digital bookings and client data provide a paperless solution to fulfil an ever-growing need for businesses to become more sustainable.” Oliver added.

Sebastien Sepierre, Managing Director of EMEA at Fourth, explained: “As we know, hospitality operators, and therefore hoteliers, have been heavily impacted by labour shortages, supply chain disruption and the rising cost of living in recent months. Recent data from CGA and Fourth’s Business Leaders’ Survey reveals that 96% of hospitality leaders have experienced higher costs in food and drink over the last 12 months, while 91% have also experienced higher front-of-house labour costs1.

“As a result of these challenges, hoteliers are struggling to maintain margins, while also ensuring a positive guest experience. When it comes to recruitment and retention, technology can play a vital role in helping hoteliers hire, onboard, and engage team members, while also cutting labour costs and driving efficiency.

“Solutions such as Fourth’s Workforce Management Software are vital supporting tools in helping businesses take control of their labour spend and streamline their scheduling processes, while also giving employees the flexibility to commit to shifts in real-time. This ultimately leads to a happier, more motivated team and ensures that staff continue to offer the highest levels of customer service, which in turn will encourage return visits and boost profits.”

Recognising that technology is becoming an increasingly essential tool for hoteliers, Sebastien explained how it helps to improve efficiency and boost productivity across a whole host of operations, from delivering a smooth checkin experience through to effectively managing kitchen stock and reducing waste.

Workforce management solutions have been especially important for hoteliers who are looking to address issues around work-life balance, which has become a much greater priority for staff following the pandemic.

Sebastien touched on how operating with a fully accessible workforce management and engagement app can support transforming team engagement, communication, and culture, while also enabling department managers to react to on-the-go scheduling changes and allow staff to see their schedule at any time, swap shifts with colleagues and apply for open shifts.

He says: “This gives team members far more control over their work patterns, which drives team satisfaction and ultimately benefits the guest experience.

“Another key consideration for businesses in 2023 and beyond is the increased importance of sustainability within operations. One way in which technology can help hotels improve their sustainability efforts and manage costs is through waste management, which ensures the safeguarding of both profits and the planet. Cloud-based technology, like Fourth’s Adaco tool, enables hoteliers to manage their inventory from one place and reduce overstocking to help keep waste down, which therefore results in higher profitability and increased sustainability.” Sebastien added.

Digital alternatives to workforce scheduling and planning can be hugely beneficial as opposed to using analogue, paper-based time and attendance methods, as hotel managers are able to effectively track, record and analyse employees’ attendance patterns all in one place.

Sebastien explained how cloud-based technology, such as Fourth’s eClock kiosk app, can be installed onto a lowcost tablet and deployed in minutes across various sites in any number of locations, which allows staff to work seamlessly across multiple venues and keep an accurate record of their time. Adopting tech like this, therefore enables businesses to prevent payroll errors, keep track of absenteeism and excessive lateness, limit overtime and increase productivity, which is a win for everyone!

In what is becoming an increasingly digital world, technology also holds the key to communication and it’s now possible to put the power directly in your employee’s pockets, with smartphones and devices acting as the perfect tool to engage with your team.

“Digital management platforms, such as Fourth Engage, help to create a strong culture of collaboration and encourage the sharing of insights, feedback and ideas that are essential to business development. Furthermore, having actively engaged employees leads to happier and more productive teams, which results in better customer service

“One of the biggest hotel trends, right now, is a cloud-based Property Management System.”

and a lower turnover of staff.” Said Sebastien.

We asked Sebastien what he believes is one piece of technology a hotel shouldn’t be without, to which he explained that, with labour shortages still largely affecting hotels and the wider hospitality industry, it’s essential that hoteliers invest in solutions that will help them to recruit and retain top talent, while also saving on labour costs and protecting their margins.

Stewart Moss, Managing Director at High Level Software, agrees that one of the main ways technology can benefit hotels is by helping to improve and enhance the guest experience. For the most part, this is achieved through tech that alleviates staff of some high-pressure, laborious or time-consuming tasks to allow them to focus on doing what they do best – delivering exceptional customer service.

Stewart explained how he thinks that the tech needs to work in the background, streamlining operations to ensure customers have great, stress-free stays.

“This begins even before a guest enters the hotel with an easy-to-use online booking system. A digital booking system on the hotel’s website means staff are not required to manually enter in bookings or take booking requests over the phone. What’s more, hoteliers can change availability and rates, push promotions and special offers to several channels in one move, or push different promotions to different channels. This saves valuable time and also avoids the risk of guests going through a booking process to find out at the point of purchase that the availability is no longer there.”

Direct booking is also an opportunity for hoteliers to drive revenue. Stewart sees it isn’t easy to attract people away from third-party booking platforms such as Booking. com and added: “Our research shows that only half of guests are aware of the commissions that are paid to them and 63% say knowledge of commissions would make them

likely to book through the hotel’s own website.

“This isn’t the only way direct booking can boost revenue however; it also gives hoteliers more control over bookings, offers and rates, and the opportunity to upsell to guests at the booking stage. For example, prompting a dinner reservation in the hotel restaurant or a suggestion to have flowers, chocolates or champagne in the room on arrival. Capturing guests at this early stage of their journey when they are in ‘buying mode’ is a key upselling opportunity, and technology is essential to helping businesses deliver this without generating too much extra work for the hotel team.”

Given the current staffing crisis in hospitality, we know that staff are currently stretched, so offering guests the option to have a contactless check-in and check-out can give hoteliers the ability to provide a smoother, swifter guest journey.

“In our latest GO Technology report, around a third of consumers say they used automated check-in (32%) and check-out (30%) in 2022, and this feature is likely to become an integral part of the hotel experience in the years ahead. There is a clear demand, particularly for business travellers after an efficient, no-fuss, stay, and it is a development that hoteliers looking to future-proof their businesses should look at now – with nearly half (46%) of consumers saying they would prefer to book a hotel which will offer online check-in and check-out.” Stewart concluded.

Technology doesn’t mean that customer experience is limited to online and through devices, check-ins and online comments. All of these experiences need to be part of an integrated, dynamic system so that guests’ visits and feedback are at the forefront of the marketing strategy, encouraging others to return to your venue time and time again. It’s about working with technology, not against it.

1 CGA by NielsenIQ and Fourth, Business Leaders’ Survey 2023

THE BALANCING ACT

As part of our extensive Technology focus, Stewart Moss, Managing Director at High Level Software, reveals how to get the balance right between technology and human contact at an overnight stay venue.

When it comes to hotels, technology needs to work in the background, removing points of friction from the customer journey and alleviating staff of laborious and time-consuming tasks to allow them to focus on doing what they do best – delivering exceptional customer service.

Convenience is king for today’s guests and so, even before they arrive at the hotel, technology needs to provide them with a simple and streamlined experience. Hoteliers who introduce direct bookings online can ensure that the booking journey is tailored to their specific clientele, as well as use the opportunity to upsell and offer guests extra little touches to their stay. Additionally, the ability to have a 360-degree view of room availability, rates and features before their arrival, through to the option to pay at the end of their stay, will all help to create better, more positive guest experiences.

We know that now more than ever, consumers are looking for personalised experiences – in fact, 80% of consumers are interested in some form of personalisation from the hospitality venues they visit. An integrated system will enable hotel operators to gather data, which can be used to create hyper-personalised customer rewards,

promotional codes and digital loyalty points. All of which will create a seamless experience to encourage repeat visits time and time again.

With some guests (mainly younger guests and business travellers) showing a preference for contactless checkin and check-out – and our research shows nearly half (46%) of consumers say they would prefer to book a hotel which will offer online check-in and check-out - hoteliers need to be looking at implementing this technology. However, following a significant proportion of guests still showing a preference for face-to-face service, with 85% of consumers saying they would be unlikely to stay in a completely unmanned hotel due to the fact they prefer human interaction, there is balance to be had in the use of tech alongside personal service. Hoteliers therefore need to ensure they are offering a choice, in order to cater for all guests.

Our insight shows that there is plenty of demand for technology in hotels — with innovations like automated check-ins and in-room smartphone controls all cited by guests in our research as technology they’d like to see in a hotel in the future. As ever, though, it is those hotels that balance the use of technology with traditional service that will have the best chance of success in 2023 and beyond.

OUR SERVICES INCLUDE:

MERCHANT SERVICES

Cash Solutions

FOR THE MODERN HOTELIER

CASH, CARD AND ONLINE PAYMENT SOLUTIONS

MOBILE PAYMENT

CASH FLOW SOLUTIONS & SECURE SAFES

CASH COLLECTION

CASH PROCESSING

CASH DELIVERY

SECURE TRANSPORTATION

INNOVATIVE TECHNOLOGY

It’s time to think out of the box with your technology service-level agreements.

Hoteliers are often asking how they connect multiple technology providers to create a Siemlus hospitality experience? Here’s how:

1. One SLA for all – Siemlus offers a single service-level agreement (SLA) across all providers, so that clients can be assured their technology needs are met. This SLA covers the availability of services, response times, and customer support to ensure compliance with industry standards. A 24 hours, seven days a week, support ecosystem.

2. Cost saving – Due to economy of scale, hotel owners are able to save on costs by relying on one technology partner for all their needs. This includes cost savings in both setup and maintenance of the systems. Siemlus is designed to scale with the growth of a property, allowing hotels and resorts to expand without any disruption to service or guest experience.

3. One point of contact – The integrated experience Siemlus

provides means that clients can have one point of contact for all their hospitality technology needs. This simplifies communication and makes it easier to manage the complex system needed to provide a seamless guest experience.

4. Ongoing expertise and counsel – Siemlus’ experienced team of experts provides clients with the best advice and support to make sure their hospitality technology works optimally. The team is always available to address any issues or concerns, ensuring the highest quality service.

5. Integration and partnerships – To provide a complete experience, Siemlus offers integrated solutions that combines multiple technologies into one cohesive service. Siemlus also gives client access to new technology through their partnerships with leading technology providers. Siemlus also recognises the ever-changing landscape of hospitality technology and wants to remain at the forefront of cutting-edge technology trends. No longer will hoteliers need multiple SLA’s. Everything is taken care of by one master SLA under Siemlus Connect to give clients one

point of contact and peace of mind. A 24 hours, seven days a week, support ecosystem. Making the impossible feel Siemlus.

“Siemlus was founded with the belief we need to think differently and simplify the process. From concept to operation, Siemlus works directly with hoteliers and vendors, ensuring that all elements of IT and technology are delivering to the highest standard, with ongoing support to give you peace of mind.”

Greg Marshall, Managing Director, Siemlus

The leading technical partner in hospitality

Siemlus is the leading hospitality technology consultancy and has collaborated with leading global companies such as Onity and Hoteza, the world’s most prominent hotel brands, including IHG and leading luxury independents such as Castlebridge Group, regard them as a preferred supplier.

To ensure this, they strive to stay ahead of the curve by driving an agile approach to ensure they can react to change, while always developing new solutions for their existing clients, and actively seek new hospitality technology partners.

Siemlus has been officially appointed by Hoteza as the UK installation and distribution partner to lead the delivery of their software solution across the hospitality market. Siemlus believe the hospitality industry is rapidly evolving to meet the demands of an ever-more tech-savvy traveller and expect to see more hotels using digital solutions such as chatbots and virtual assistants to create a personalised digital guest journey.

Hoteza’s high-tech solutions help increase guest experience satisfaction and is the interactive entertainment and information solution for a complete hotel guest journey – covering IPTV, Mobile and Web App, In-Room Tablet App, Online Check-In, Digital Signage. Siemlus and

Hoteza have combined to deliver competitive and reliable solutions that are designed to ensure efficient operations and the highest level of customer experience.

With Siemlus as your technical partner, you can rest assured that your hotel is in good hands.

The year ahead looks bright

Castlebridge Group appointed Siemlus to provide a complete technology stack and lead the delivery of a new 101 key boutique hotel development as part of the wider Friargate development. The site is immediately adjacent a pedestrian boulevard that provides the main approach from Coventry train station.

Siemlus continues to be part of the procurement process working alongside external contractors and the wider professional team to provide a design and technology support and infrastructure solutions, within the client’s budget, that also exceeds expectations. Siemlus also provide ongoing technology support for the property and the group.

Castlebridge Hospitality is a forward-thinking Hotel Management company that offers a complete operational solution-based approach to designing, developing and running hotels.

“Siemlus are the key technology provider for this hotel installation and for group-wide support and we are very proud to have Siemlus as Castlebridge Hospitality’s preferred technology services partner. Siemlus complement our approach to the management of our hotels and are very much seen as an extension of our management team that continues to build a solid relationship with our hotels.”

Simon Hall, Castlebridge Hospitality, Managing Director www.siemlus.com

AT YOUR BECK AND COOL

Specialists in commercial cooling and freezing, German manufacturer Liebherr, has continued to lead the refrigeration sector for over 65 years

Independently run by the second and third generations of the Liebherr family, the company has and continues to be driven by technological innovation, manufacturing and design, specialising in aerospace, construction, hospitality and refrigeration.

It is this expertise that allows Liebherr to remain at the industry forefront. Its extensive range of commercial refrigeration appliances, including its recently launched cooling counters and wine fridges, are made by professionals for professionals.

Liebherr understands that appliances specified for foodservice and hospitality need to provide exceptional refrigeration and freezing performance, whilst also offering a generous amount of space-efficient storage. One of the most important factors to consider with refrigeration manufacturing is the monitoring of these appliances. The integration of smart technology allows professionals to not only ensure food is kept fresh, but crucially, safe.

The HACCP-compliant electronic control system allows for accurate temperature setting. The easy-touse controller includes a smart energy-saving defrost, which defrosts only when and for as long as required; while the digital interface enables connection to external temperature logging software. For further peace of mind, the integrated data logger records and stores the min/max interior temperatures. In case of temperature deviations, caused by a door that is left open for example, the controller triggers a visual and audible door alarm that allows users to react promptly and protect their products.

Built to withstand even the most demanding work environments, Liebherr appliances offer all the advantages that matter in professional applications: compliant with requirements for optimum food hygiene, high-quality components, maximum net volume, efficient refrigerating capacity, reliable temperature consistency and very easy cleaning. Most of all, Liebherr appliances stand out due to their low power consumption and maximum efficiency.

With sustainability a top priority across the business,

Liebherr is making impressive sector strides for a greener future. With a long-term ambition to improve the circular economy for white goods, its recent launch of BluRoX is a global industry-first. It is the first freezer collection to include recyclable vacuum perlite technology, which enables the re-use of all components and sets a new standard for energy-efficient insulation. This commitment to sustainable innovation is what sets Liebherr apart from its competitors whilst offering professionals and consumers more environmental and cost-effective refrigeration solutions.

home.liebherr.com

REACTING TO TRENDS

New analysis of 100 million reservations unveils the key trends for UK accommodation providers this summer.

SiteMinder’s new Hotel Booking Trends report, the only hotel commerce data analysis of more than 36,000 hotels and 450+ connected booking integrations, has revealed the changing way guests are discovering and booking accommodation online, and what this means for UK overnight venues in the lead up to summer.

Three key findings of the report for local properties are:

UK room rates are increasing, making accurate pricing more important.

SiteMinder’s UK properties averaged £172 per night in 2022, up from £130 per night in 2021. This represents a yearly increase of 32%, above the global increase of 24%. Across the four years SiteMinder analysed, ADR hit its low point in January 2021, when local properties averaged £71 per night.

What does this mean for UK hotel businesses?

As ADR increases and “value for money” becomes a bigger talking point, every UK property should be building an understanding of how their pricing positions them locally, and whether the price of their rooms is appropriate for the guests they’re targeting.

The way UK hotel properties are receiving bookings is changing, as travel patterns evolve

As international travel returned through 2022, the channels having the biggest impact for local businesses shifted. Examples of this in SiteMinder’s list of the Top 12 revenue making channels for UK businesses were: the inclusion of Trip.com for the first time, and the rise of both Expedia and Hostelworld.

What does this mean for UK hotel businesses?

Knowing which channels are performing well for your property and staying in touch with where your competitors are seeing value remains vital in 2023. SiteMinder’s internal

data continues to highlight that promoting a property on five or more channels can increase bookings by up to 40%.

Growing traveller confidence is lengthening the booking window and lowering cancellations

As the mind-set of travellers shifted in 2022, the average booking lead time jumped to 37 days for UK properties, up from 31 days in 2021. Cancellation rates dropped from 26% to 21%, in the same period.

What does this mean for UK hotel businesses?

As confidence among travellers builds, lengthening lead times are influencing the timing of when accommodation providers are publishing special offers to the market.

The increased gap between when a booking is made and the date of check-in also highlights the growing opportunity for businesses to entice their guests with special extras and upgrades as they book, and in the lead up to their stay.

Go to www.tiny.cc/hotelbookingtrends to view all of the insights from SiteMinder’s Hotel Booking Trends report in the lead up to summer. www.siteminder.com

UNLOCK YOUR POTENTIAL

In an exclusive interview with OTA Insight’s Chief Revenue Officer, Dave Collier, we learn about the powerful hotel industry platform that delivers tailored tools for a modern hotelier looking to boost their revenue.

Please introduce OTA Insight and what the brand strives to achieve?

OTA Insight is dedicated to providing a powerful commercial platform for the hotel industry, with the goal of empowering hoteliers to make data-driven decisions that optimise their revenue and performance. We have a strong reputation for delivering innovative and user-friendly tools, which are tailored to meet the unique needs of hotel owners, operators, and managers.

Our suite of products comprises Rate Insight+ (Rate Shopping), including the pricing of comparable Short Term Rental listings, Parity Insight (Parity Management Software), and an expanded suite of Business Intelligence products with the recent acquisition of Kriya RevGEN. All these products are designed to help hotel professionals navigate the complexities of today’s market.

We strive to forge lasting partnerships with our clients, offering personalised on boarding, training, and ongoing assistance to ensure they can fully leverage our tools and unlock their potential.

Our aim is to help hoteliers stay ahead of the competition by equipping them with the most advanced technology, enabling them to maximise profitability and ensure sustainable growth in an ever-evolving hospitality landscape.

Introducing new technology can be daunting, do the team at OTA Insight offer sufficient support?

Introducing new technology can feel intimidating, but our team of specialists are always here to help. We’re proud of our consistent customer satisfaction rates; in fact, we have a quarterly Net Promoter Score of over 75 and a customer satisfaction score above 98% - two key numbers which show just how much we prioritise support.

Our suite of products comprises Rate Insight+ (Rate Shopping), including the pricing of comparable Short Term Rental listings, Parity Insight (Parity Management Software), and an expanded suite of Business Intelligence

products with the recent acquisition of Kriya RevGEN. All these products are designed to help hotel professionals navigate the complexities of today’s market.

How can our readers work with OTA Insight?

The first step is to visit our website www.otainsight.com, where you can explore our range of products and solutions. I’d also encourage readers to check out our customer reviews on Hotel Tech Report, where we have taken first place for three consecutive years in the Rate Shopping & Market Intelligence Parity Management, Business Intelligence categories.

You can get in touch by filling out the contact form on our website, or by reaching out to us directly via email or phone.

After understanding your goals, we’ll set up a personalised demo, giving you a hands-on experience of our tools and their capabilities. If you decide to move forward, we’ll guide you through the onboarding process, providing training and support for you and your team and guiding you every step of the way.

STAY AHEAD

Capitalise on wellness with Core by Premier Software® and onejourney®

Wellness is currently booming and it’s crucial that your overnight venue capitalises on this, which is where technology can help. We talk to Oliver Cahill from Premier Software, part of Journey Hospitality, who shares how their management system can help you stay on top of bookings.

Please introduce us to the brand.

Premier Software, part of Journey Hospitality, has over 28 years’ experience developing and perfecting solutions for the spa, wellness and leisure industries. Core by Premier Software® is the award-winning culmination of this, managing businesses world-over. Alongside Journey Hospitality’s all-in-one booking system, onejourney®, hotel and spa operators can expertly manage all areas of their business to ensure it, clients and revenue, are all looked after.

How does Core by Premier Software® help maximise profits and manage day-to-day operations?

Core helps day-to-day operations in numerous ways. First and foremost, Core manages the set-up of treatments and reservations for a hotel’s spa and leisure facilities. These options can be displayed on your website in real-time, utilising onejourney® to streamline the booking process and increase online revenue.

Once the booking is made, Core stores this alongside client contact details, health conditions and marketing preferences. Payment for class bookings, packages and memberships are then split into income centres for the hotel and facilities. These can be measured automatically in Core’s digital reports for treatment popularity and member retention, aiding future marketing campaigns. These daily processes save business operators time and effort.

Is the software tailored to suit businesses of all sizes?

Core is designed to manage multi-site businesses and small boutique hotels alike. Multi-site hotels and spas may offer different membership, prices and package offerings per site, which Core can cater to. Similarly, smaller spas can utilise Core’s features to maximise their operations.

How can a hotelier be assured that they are choosing the best software to manage their spa and wellness facilities?

What membership options does the system have? Can it

provide rewarding seasonal packages? Is there a loyalty scheme to retain people to your spa or wellness facilities? These are questions spa managers should be asking. It is vital the software can do this, in addition to setting facility opening hours and pricing to match the needs of clients.

What’s your favourite feature from the software and why?

It would be remiss not to mention Core’s flexibility. Not only does Core provide all the above options, but its integration with partner applications expand its operations further. For example, connecting with onejourney® enables Core to provide upselling options for more luxurious packages, complementary items and food to bring in additional revenue.

To benefit from Core and its integration with onejourney® , visit: www.premiersoftware.uk/about-us/partners/ onejourney/

YOU DESERVE MORE THAN A CHANNEL MANAGER

Enter HotelRunner - the all-in-one platform that helps manage your day-to-day operations, reach global sales channels, and create memorable guest interactions.

But, what makes HotelRunner different from other solutions in the market?

It’s simple - HotelRunner offers way more than just a channel manager. It’s a comprehensive platform that covers all aspects of hotel management and helps hoteliers achieve sustainable growth and success. It offers tailormade solutions for hotels of all sizes, ensuring that every hotelier can find a solution that fits their specific needs. Whether you’re looking to improve your revenue management, streamline your front desk operations, enhance your online reputation, or grow your distribution, HotelRunner has got you covered.

At the heart of the platform is a powerful channel manager and central reservation system that allows hoteliers to distribute their inventory across multiple sales channels seamlessly.

That’s just the tip of the iceberg. HotelRunner offers a suite of products and services that enable hoteliers to streamline their operations, manage their finances, enhance their guest experience, and much more.

The platform has been evolving to be more data-driven feeding on its own immense data. Offering solutions like business intelligence and automations, the platform helps hoteliers gain valuable insights into their business performance, identify areas for improvement, and automate sales, distribution, and operations. By leveraging

the power of AI, hoteliers can unlock new revenue opportunities, optimise their pricing strategies, and improve their operational efficiency.

With HotelRunner, hoteliers can also tap into a global network of partners and suppliers. Its market-network facilitates seamless communication and collaboration between hoteliers and their partners, ensuring everyone is on the same page. The company has been recognised as a Booking.com Premier Connectivity Partner, Expedia Elite Connectivity Partner, Airbnb Software Partner, Agoda Innovative Supplier, Oracle, Hotelbeds, and Google Hotel Ads strategic partner.

HotelRunner has already helped thousands of hoteliers around the world achieve their goals and grow their businesses. But don’t just take our word for it - here’s what some of the happy hoteliers have to say:

“HotelRunner just makes it easier to manage reservations, sales, and guest relations - in fact, one of my favourite features is Guest Relationship Management.” –Barbera Hotel

“The best thing about choosing HotelRunner is having peace of mind, the simplicity of use, and knowing that we can be visible on a large number of OTAs.” – Riad Les Trois Palmiers El Bacha

If you’re looking for a platform that is more than just a channel manager, look no further than HotelRunner. With its comprehensive suite of products and services, the stage is set for your hotel to shine. For more about HotelRunner, visit the website or contact info@hotelrunner.com

Running a hotel is challenging, and hoteliers face obstacles that can prevent them from achieving their goals. With the right tools and solutions, you can stay competitive and profitable and be the star of the show.

SAFE AND SOUND

The technology experts from Siemens explain the latest advances in hotel fire safety.

Afire in a hotel can be devastating, not only because of the threat to human life but also because of the potential damage to the building and the hotel’s reputation. Even a small incident can have a significant impact on a hotel’s business, completely unnecessarily if it turns out to be a false alarm.

Add to that the disruption that can be caused by site maintenance visits and it is easy to see that however vital fire safety is, it can, nevertheless, be a headache for hotel owners.

Addressing false alarms

However, things are changing. While the fire industry continues to wrestle with the issue of false alarms, statistics highlight that it remains a problem. The Fire and Rescue Service in England attended 577,053 incidents in the year ending March 2022, with 229,844 turning out to be false alarms, some 69 percent of which were due to apparatus.1 This is why systems are now available which will provide a guarantee of no false alarms, with multi-criteria detection technology which detects a fire incident quickly without being impacted by deceptive phenomena such as fumes from kitchens or steam from guests showering.

Off-site maintenance

The smooth running of a hotel can be disrupted by the need to conduct health checks on fire safety devices. However, the shift towards cloud-based technologies is enabling many of the tasks to be done remotely, presenting significant opportunities for disturbance-free testing.

New fire safety systems are available which can perform certain checks, without the need for any human intervention. With the back-up of skilled engineers to provide the necessary maintenance and support, they work 24/7, continuously measuring and evaluating their own performance and predicting the need for maintenance checks.

Integrated solutions

The shift towards digitalisation of fire safety systems is also bringing significant benefits in terms of integration as we move towards smart buildings. It is increasingly common to see fire, video surveillance, intrusion and heating, ventilation and air-conditioning (HVAC) operating under a single system. In the event of a fire, hotel guests are usually woken by an acoustic signal of some sort. However, given the characteristically poor reactions from people to a nonspecific sound an integrated approach can simultaneously automatically switch on the lights. The activation of the lights immediately makes the guest more alert. Blinds can be opened to allow light in and to facilitate swift access for the fire service, with evacuation lighting activated to guide guests to the appropriate exit.

The increasing adoption of digital technologies is helping hotels to provide not only a safer environment but also one which makes a positive rather than a negative contribution to guest satisfaction.

www.siemens.com

1. ‘Fire & rescue incident statistics: England, year ending March 2022. Gov.uk, Home Office

HERO HOTELIER

In this exclusive interview with Grace Leo, we look at her extensive experience that led her to be highly regarded in the hotel industry as she provides an insight to her latest seaside endeavours.

Please tell us about your history in the hospitality industry?

I am an international hotelier and have spent my 30-year career dedicated to the hotel world as an owner, operator, and consultant. I’ve always specialised in the development of luxury hotels for institutional investors and high-net-worth individuals across some of the most glamorous locations in the world. My projects have spanned Europe, North America, South America, the Caribbean and Asia and include iconic properties such as The Guanahani Hotel at St. Barthélémy, Hotel Montalembert and Hotel Lancaster.

As the daughter of a Hong Kong hotelier, I started out by studying hotel management at University, working my way up the ladder at some of the world’s leading hotel groups such as Inter-Continental Hotels and Sheraton Group. I moved to Paris at the start of my career to join Warwick International Hotels as Vice President.

I then went onto own and manage two successful

companies, GLA Hotels and Grace Leo Consultancy; and over the years I’ve held senior executive positions for leading investment and hospitality businesses, as well as sitting as a Board Director for Compagnie Lebon and Leading Hotels of the World.

My passion for combining my artistic flair and management experience propelled my ambition to start The Relais Retreats brand in 2021. Being able to give back by rejuvenating waterside retreats in desirable locations across the UK, with an understanding of local community and heritage, is truly satisfying.

As a specialist in the development of luxury hotels, in your opinion, what aspects transform a venue from ordinary to upscale?

Being able to tap into what makes a location special and amplifying those qualities through the design and service levels of the hotel. Also, being clear on your proposition -

with The Relais Retreats we wanted to create a new brand of boutique hotels which are restorative waterside retreats, all within a short hop of London.

So, when we started to transform what was once an old 16th century coaching inn into The Relais Henley, we were very careful to maintain the building’s heritage throughout its interior style, function and artworks and offer sophisticated levels of service that preserve the occasion of being by the river in historic Henley. The rowing heritage of Henley is very much felt through the close proximity of the hotel to The Thames.

Whereas at The Relais Cooden Beach, being so close to the sea and having a resort-style sensibility, we created something more playful and relaxed, and that comes through in the interior schemes, service style and openplan layout. It’s also about authentic experiences – making sure that we partner with quality brands that share the same values as us to give guests special and exclusive access to a destination.

When choosing a venue to renovate, what stands out to you?

The opportunity to breathe new life into a property and whether there is demand for a luxury hotel in the area is what I look for. I’m interested in how many bedrooms the property has or could have once renovated and the ratio of public space to rooms and if the business of selling rooms and providing F&B outlets to the community is viable. I also want to know if there is potential to train local talent who can help elevate the operations and service culture within the hotel. Not to mention looking for a building which is structurally sound and has potential to retain its looks after renovation. I have also learned to go with my gut and what feels right when I walk into a space –it’s like buying a home – your heart must sing or it’s not the right property.

What are your top tips for a hotelier taking on a renovation?

Understand your market – spend time in the location to see how the seasons affect business and where the gaps in the market lie for F&B. Have a trusted team around you from the outset – who understand your design and operational vision and want to create something special that’s on brand. Don’t underestimate the time it takes to renovate a building – there will be delays and you will have to factor those into your business plan. Be sympathetic to your local community and be open to hearing ideas, meeting resistance and finding ways to involve yourself with the success of the area.

What inspired your recent endeavour to work on waterside retreats?

Firstly, I love being by the water, it’s where I’m happiest and where I have my best ideas. I felt there was potential to revive destinations that once had a hay day and need a new sense of purpose and to be introduced to new audiences.

The waterside in the UK is so varied – it can mean different things to people, from a scenic beach front to the historic riverside or a picturesque lakeside. This gives you the opportunity to create a stylish hotel with a different look and feel depending on its exact location keeps me creatively inspired.

The Relais Retreats brand also meets the needs of sophisticated travellers wanting to enjoy tranquil staycations and hotels that are accessible by rail – which is true of both The Relais Henley and The Relais Cooden Beach.

I want people to feel that connection to the water when they stay with us and enjoy what we call #TheRelaisLife.

www.therelaisretreats.com www.graceleo.com

EXCEPTIONAL STANDARDS

Renowned for their beautifully unique collection of independent hotels, the PoB group set high standards for their venues whilst maintaining their grasp on the human element. We caught up with the collective’s first female CEO, Kalindi Juneja, to find out what makes a PoB hotel and the developments since their rebrand.

What inspired you to pursue a career in the hospitality industry?

We travelled extensively as a family and some of my happiest memories are from times with friends and family in a hospitality setting. The industry always intrigued me and growing up in Singapore, service and hospitality was always of such a high standard. This is perhaps where my love affair with the industry began, and when I knew I wanted to be a part of this world.

Can you tell us about PoB Hotels?

We are a marketing consortium for the best independent hotels in the UK and Channel Islands. We were founded in 1982, by a group of passionate hoteliers led by then industry Titan, Gerald Milsom. These hoteliers were driven by all things hospitality, quality and creating happy moments for guests. The beauty of the collection, then and now, remains the celebration of individuality and championing the independent spirit. We continue to support our member hotels with extensive marketing support to amplify their own brand through our reach and the community spirit remains of integral value to hoteliers.

What makes a venue a ‘PoB’ hotel?

Our properties reflect an ambition to offer the best hospitality experiences in some of the most inspiring locations, driven by respect for our teams, our guests and the environment in which we operate. We look for the independent nature of our hotels which in turn offers our guests varied adventures. To ensure the highest standards of quality and comfort, we inspect every one of our hotels annually.

Our hotels have not only been invited into the collection as a result of being beautifully appointed, but also for being operated by some of the finest hoteliers and most caring families. We only invite the very best independent hotels

to join our collection, where they go through a meticulous process before they can join the membership, and the steps include an inspection and review by me, then a board member visit before all existing members participate in a ballot.

What aspects of a venue stand out when you carry out a PoB inspection?

The human element! The passion, dedication, and art of delivering authentic experiences for guests. A PoB Hotel should be of a luxury standard and style, often small in size and run in an independent manner. However, the delivery of service and the passion for creating memories for every guest is what stands out.

What benefits can a hotel receive in terms of business when joining the PoB collection?

Being a member of this esteemed community is a great way for an independent hotel to amplify its brand and benefit from our multitude of marketing services to ensure commercial returns. Our members can draw from the expertise of fellow members, and we organise forums on any topic that is relevant to them.

Why has PoB Hotels rebranded from Pride of Britain Hotels?

The rebrand from ‘Pride of Britain Hotels’ reflects a refreshing and repositioning of the brand that is centred around the guest experience, inspiring them to discover new hotel experiences that are crucially Pampering, Outstanding, and British. This ranges from ensuring our website and the methods of booking a stay at PoB Hotels is more user-friendly, to facilitating a look of the brand that is reflective of the diverse luxury of our members across the British Isles. We have made the shift to a lifestyle, luxury,

consumer-facing brand that is reflective of what guests look for today.

What steps are PoB Hotels taking towards becoming more sustainable?

We partnered with EarthCheck, the world’s leading scientific benchmarking, certification and advisory group for travel and tourism – to develop environmental good practice and certification for hotel members, and company-wide regenerative practices. The partnership with Earthcheck has been twofold; for the PoB Hotels entity and office and then to guide member hotels to also aim for certification.Whilst the independent hotels are on their individual journey to create positive impact within theirrespective communities, PoB Hotels will continue to ramp up the focus on sustainability.

What’s next for PoB Hotels?

2023 has already been a huge year for us, following our transformation into a new brand, representing an entirely new era for PoB Hotels, but we have more to come through the year and beyond.

This spring we will launch further features on our website to help guests plan their next break, whilst also hoping to further our sustainability goals. We’re currently concentrating on the launch of our ‘Coronation Concierge’, a dedicated service that invites guests to celebrate the Coronation of King Charles III with a stay at one – or more – of our beautiful hotels. The Concierge will craft an itinerary based on guests’ needs and desires to visit a hotel that has strong links with King Charles III or the Royal family. We are excited for what 2023 holds and are prepared for the busy year ahead.

pobhotels.com

BREAKFAST

BRIGHT AND BREW-TIFUL

For many guests, breakfast will be the final part of their stay before they wish you farewell. With help from industry experts and chefs, we explore how to curate a breakfast offering that will rival your local coffee shop and leave a lasting impression.

Times are rapidly changing in the hospitality industry, but one thing that has remained the same is prioritising a well-executed and delicious breakfast; it is the most important meal of the day after all!

It’s crucial to remember that breakfast is unlike any other meal and your guests will have different expectations. Whilst some guests will be looking forward to a leisurely morning, taking their time sipping on several coffees, others will be searching for a quick food fix before they set

off exploring the local area for the day or to gear up for a day of meetings - some may not even make it down to the dining area at all, enjoying their breakfast from the comfort of their hotel bed.

Gemma Pott, Director of Sales at the Principal York, explained how their breakfast experience is versatile to suit all expectations: “We understand that some of our guests may not choose to have an earlier breakfast with us, so we offer an extended service in our gorgeous Garden Room throughout the morning, complete with views across

62 – The Relais Henley

63 left - DoubleTree by Hilton Edinburgh City Centre

63 right – The Relais Henley

64 left – Image courtesy of Quorn

sweeping manicured lawns. For those who wish to relax on their last morning, we have room service breakfast options so our guests can have that extra time to themselves.”

For some guests, breakfast will be the only meal they enjoy during their stay, so versatility is crucial to enhance their overall experience. Guy Betteridge, Executive Chef at The Standard, commented on their morning dining experience and how it has been adapted to suit all guests: “We go above and beyond at The Standard to ensure that our guests have an amazing breakfast experience. Guests now have the option to ‘grab and go’ if they are in a rush.” Not only will this please guests, expanding the time frame of your morning dining experience will also alleviate a rush, taking pressure off of your staff and allowing them to be more attentive to each individual.

When the weekend arrives, The Standard offers an boozy breakfast, delivering what its guests will expect from the venue renowned for its lively, party vibe. Guy said “When life slows down, we offer a Bloody Mary Sunday brunch menu with dishes such as fried chicken and waffles, eggs Benedict with sriracha hollandaise or a sweetcorn and green chilli fritter - and of course, our exciting range of build your own Bloody Marys.”

Now that guests travelling for business will be spending more time in your hotel as office spaces continue to dwindle, you have to ask yourself, does our breakfast offering and interior design accommodate guests who are working remotely?

The Relais Henley offers a welcoming breakfast experience with a tempting selection of buffet items including fresh fruits and pastries, as well as fresh food

cooked to order. Managing Partner of the Relais Retreats, Grace Leo spoke about the importance of this meal: “We know what a treat it is to have your breakfast prepared for you, so we like to make sure it’s perfectly executed and prompt! Waiting for your first coffee in the morning is a no!”

The riverside venue has a dedicated area for guests who require a space to work, “The Palm Court is a co-working space for our guests – we have excellent Wi-Fi, charging points and stations to set up laptops. It’s an elegant riverside setting with all the comforts of a hotel and the practicalities offered for remote working and digital nomads.”

This space has shown such popularity that the venue opened it to the general public as well as guests, adding an additional revenue stream: “We offer membership to The Palm Court so local residents can enjoy the benefits of our hotel services whilst working in the riverside setting – we also offer a full programme of networking and speaker events for members to enjoy.” Added Grace.

It’s vital that your venue capitalises on the ever-changing demands of guests to increase revenue and bookings. Make sure to market these changes; when booking, guests will search for facilities which suit their desired trip.

Situated in the middle of London’s West-End, ME London hosts business guests regularly. Their hotel lobby bar provides a quiet and comforting atmosphere, with natural daylight, comfortable chairs and free Wi-Fi. In tune with their venue’s artistic flair, Hotel Manager Remus Orbetelli said: “Guests are able to enjoy the Marconi art exhibition in the background, adding a pop of colour to the remote

working experience.”

Although The Standard London is usually known as a venue bursting with life and vibrancy, they too have improved their spaces to suit the clientele and maintain bookings. Guy spoke about their hotel spaces that accommodates guests working remotely: “The library lounge is the perfect space to work remotely. We offer guests a space that’s quiet yet engaging, with private areas located throughout for calls.”

Once you’ve moulded the timings and space to offer a pleasant breakfast to suit all your guests, it’s time to ensure that your food and beverage menu is up to scratch.

As coffee shops expand their menus with trending drinks such as macchiatos, seasonal latte flavours and tea infusions, it’s clear that the demand for high-quality products is continuing to grow, so it’s pivotal that your breakfast offering keeps up to rival the local coffee shop.

The Relais Henley has seen its guests appreciating their tea range: “We have a partnership with the New East India Tea Company and serve an extensive selection of traditional teas and herbal infusions which are very popular. Tea is having its moment in time!”

Health preferences are ever-changing and you need to make sure your venue accommodates all diets. Hotel Manager at ME London Remus spoke about their varied breakfast offering: “We ensure that our buffet meets all potential dietary requirements, preferences and lifestyles such as veganism, vegetarianism, halal, gluten free, lactose free, and so on.”

The state of the art venue, which prides itself on its

cultural and artistic roots maintains its brand presence whilst accommodating all guests with its breakfast menu. Remus explains their offering, which is hard for guests to forget: “We stand out from other London properties through our Spanish touch and additional menu selection. Our Spanish inheritance shines at our buffet through delicacies such as Serrano ham, aioli, Spanish tortilla, crushed tomatoes and more. We have a wide selection on our breakfast menu, where guests are allowed to order a dish in addition to the buffet. This includes popular options such as eggs benedict, pancakes and more!”

Including vegan options within your breakfast menu not only leaves guests with dietary requirements satisfied, but is also better for the planet.

Popular vegetarian and vegan ranges like Quorn are being introduced into hotels’ breakfast offerings as versatile products that closely mimic meat. This relieves stress for chefs who are trying to produce meals to suit all diners without compromising on taste. Phil Thornborrow, Foodservice Director at Quorn Foods commented on this rising trend: “Meat-free diners are demanding better choices on menus that are protein-packed, without comprising on taste or the wellbeing of our planet.”

If you’re looking to enhance your hotel’s reputation and guest satisfaction, a good place to start is by focusing on making small but impactful changes to your breakfast offering. Make sure your space, taste and dietary offering accommodates all guests, and remember that these changes don’t mean you have to lose your brand’s personality.

DELICATELY DESIGNED

We look at how Shine Catering Systems showcased its kitchen, design, manufacture and install credentials to deliver stunning catering facilities at the prestigious redevelopment of Cardiff’s Parkgate Hotel.

The Parkgate Hotel is described as Cardiff’s finest new luxury hotel. The refurbishment of the property offers 170 bedrooms, a restaurant and bar, plus a tea lounge and rooftop spa.

The hotel opened after a two-year refurbishment project which included a complex design and build of kitchen facilities by Shine Catering Systems, working closely with Celtic Collections’ Group Culinary Director, Peter Fuchs.

Shine offered an end-to-end solution including concept and design, project management, manufacturing, fabrication, installation and aftercare.

Project challenges

Recognising the individuality of each project, Shine worked collaboratively to design an innovative solution that would overcome the restraints of the historic building.

Key to this success is the close relationship between Shine and its manufacturer partners. Shine works with suppliers throughout the process, even collaborating on project training and warranty provision. Delivering benefits for all parties and opening routes to market for manufacturers.

Peter Fuchs said: “I have worked with Shine for years and I knew the quality I could expect. They worked tirelessly to develop unique designs that suited the characteristics of the historic building.”

Julian Shine, MD of Shine Catering Systems, said: “Working closely with manufacturers, we designed a single flow through the facility from goods received, through to the double-sided holding facility, which reduces the risk of cross-contamination and ensures a smooth kitchen flow. It’s an innovative design which overcomes the constraints of the building.”

A solution for kitchen design, manufacture and installation

The kitchens include a number of market-leading brands.

Shine provided bespoke fabrication, servery counters, ventilation systems and ventilated ceilings.

As with all of Shine’s projects, sustainability has also been considered. Every point that could have been achieved from the kitchen under BREEAM classification has been achieved.

In addition, all internal walls within the kitchen facilities were provided to food-safe cold-room specification. This ensured a more efficient build process and enables temperature control in prep and hot kitchen areas.

Front of house expertise

Seamless design co-ordination between Shine and its partners was required in developing the bars and buffet areas. The pre-event bar, main and restaurant bars all consisted of Shine’s own stainless steel bar systems, complemented by the equipment of specialist manufacturers.

Added-value services

Julian added: “The collaboration does not stop once the product is installed. I’m a big believer that we need to work in partnership to deliver an enhanced, added-value service, encompassing product training and warranties. At Parkgate Hotel we offered a training programme, including attendance from specialist manufacturers. Health and Safety procedures and cleaning instructions were also on the agenda.” www.shine.co.uk.

FROM THE GROUND UP

It was one man’s determined quest for the perfect espresso in the 1930s that gave birth to one of Italy’s most iconic brands. For more than 80 years, Gaggia has been supplying both bars and homes with innovative, state-of-the-art coffee machines and, in an exclusive interview with Evoca Group’s Andrew Barrow, we learn why the brand would make the perfect partner for your hotel.

Please introduce Gaggia and the idea behind the brand.

Back in the ‘30s, Gaggia, or Mr Gaggia, was the first person to use, instead of steam, hot water under pressure, which was forced through ground coffee enabling the extraction of a range of aromas and natural coffee oils that produce a soft layer of “crema naturale” on the top of the drink. So, every single espresso we have these days has come from his initial invention.

The brand have been making coffee machines for a long, long time and are now home to the ‘complete package’. Innovators in all things coffee who seemingly have it all, Gaggia, really have progressed ‘from the ground up’ as they can now provide not just coffee machines, but everything

to go with them, making for the perfect accompaniment to a hotel space.

How can the range from Gaggia fit into the setup of a hotel?

Because there is such a variety throughout the range, Gaggia can fit into any self-service area, a conference room or a breakfast hall, and even the bedroom. We can set them into self-serve mode so the icons are nice and big, making it easy for guests to function at the tap of a button. Due to their versatility, one of Gaggia’s shiny and traditional machines would fit perfectly in the bar area which is manned – making a gorgeous focal points for guest too, adding to that element of luxury during their stay.

Would you say there is a specific hero product that a hotel shouldn’t be without?

A hero product – and, in my opinion, one of our best-sellersis the Reale, designed to optimise ergonomics for the Barista. It’s got everything you want. It’s got power, function, and it makes a great centrepiece. If you want a show-stopper to grab people’s attention, put one of those on the counter because it will certainly deliver straight away. With this being said though, it can’t just look nice; it must to function well and have all the other important elements needed to produce delicious drinks time and time again, which will leave a lasting impression. This is why Reale is our flagship product.

Gaggia also offer training, can you tell us about this?

From a hotel’s perspective, that training would normally fall to the distributer to do. Our training enables our distributors to install/repair if anything goes wrong. We do however arrange courses for professionals and ask for you to register

your interest online via our website so we can get in touch with further details.

How important is it that staff at hotels embark on training when using a brand like Gaggia?

It’s essential. Even the automatic machines would need a level of training because you need to be able to clean them in order for them to always work to the best of their ability but the actual function of the drink is all done by the machine so you kind of have the barista inside as opposed to the barista outside. So, some training is still necessary even with the most automated equipment. I would recommend more training with the traditional machines, but where these are a little bit more versatile, you can continue to change and adapt it as you’re going along. One thing I would say about the automatic machines is that, no matter who touches that screen, the coffee will be the same - and for guest satisfaction, consistency is key.

www.theartofperfection.co.uk

“You’ve got such a variety throughout the range.”

ESCAPE TO PARADISE

The adult-only destination joined Marriott Bonvoy’s all-inclusive portfolio in September 2022 as the brand’s first luxury all-inclusive resort. Following a four-month renovation aimed at enhancing guest experience, the hotel reopened its doors in January 2023, joining a celebrated ensemble of experiential hotels.

Roger Belletti, Managing Director of the hotel, explained that joining forces with a strong name in the international hospitality business has presented them with customer data insights, an extensive pipeline of potential guests whilst also strengthening their appeal and ensuring constant evolution to meet the requirements of today’s traveller.

The re-brand elevated the venue’s positioning to appeal to a high-end market and famed Sanctuary Cap Cana as the only all-inclusive Luxury Collection venue in the world. In the wake of the pandemic, travellers are paying more attention to which travel opportunities they allocate their time to, and the current wave of appeal for the allinclusive model, in Roger’s opinion, has been driven by the changing expectations of consumers. Travellers are looking to get more out of their spend with an elevated and luxurious hospitality experience. As a result, the two concepts have come together and paved the way for a truly luxury resort in which guests can expect the highest quality that cannot be matched elsewhere at the all-inclusive level. The resort showcases Marriott’s commitment to elevating the all-inclusive experience, and provides discerning travellers with the level of style and sophistication synonymous with the Luxury Collection. Dining at the resort offers curated epicurean experiences across five restaurants and eight bars, and

features six pools for relaxation, as well as the indulgent Sanctuary Spa for Ayurvedic treatments, and hydro and cutting-edge therapies, perfectly in line with the growing demand for wellness.

As well as an abundance of facilities, smaller details haven’t been forgotten with interior designed to breathe romance through its resemblance of a colonial Spanish castle town. A key selling point is the resort’s private beachside location in one of the most secluded and desirable areas of the Dominican Republic, the gated community of Cap Cana.

Sanctuary Cap Cana also includes Sanctuary Town, the resort’s own nightlife destination, with fine-dining outlets as well as an enhanced world-class spa. Sanctuary Town is the only area within the resort where children are welcome and the adults-only policy is not in effect. This outlet is also available for the residents of the Cap Cana Community, allowing the resort boost its revenue when it comes to food and beverage offers.

Another aspect presented to offer a more luxurious guest experience is through introducing surrounding culture to the guest, elevating their experience beyond what a ‘standard’ all-inclusive resort can offer and instead introducing the destination to their experience. This can be seen through their locally-inspired culinary offerings, refined design that reflects the location, and offering all guests a broad range of bespoke and elevated amenities.

Paving the way as the first luxury all-inclusive resort for the Marriott International and The Luxury Collection, Sanctuary Cap Cana offers an exciting insight into a future avenue for high-end hoteliers to take note of.

sanctuarycapcana.com

“Guests can expect the highest quality that cannot be matched elsewhere at the all-inclusive level”

A DETAILED RESPONSE

We are pleased to share UKHospitality’s response to a recent consultation concerning proposals to introduce a new statutory licensing scheme for the short-term let sector in Wales.

The Welsh Government believes this will help create a level playing field for established serviced accommodation businesses – such as hotels – and increasingly popular short-term let properties.

UKHospitality believes that the high standards maintained by established hotels, inns and guest houses should be replicated by the fast-growing short-term let sector. Furthermore, our Executive Director for Wales, Dave Chapman, has gone to great lengths to let the Welsh Government know.

Not only will a licensing scheme help to raise standards, but also enable relevant authorities to enforce vitally important fire, gas, and food safety regulations. This in turn will boost guests’ confidence in the safety of their accommodation.

What any new licensing scheme must not do, though, is burden hotels with any further red tape, so we recommend that they and other businesses already recorded with the Welsh Government, for example through business rates, are excluded from additional inspections and are granted automatic licences.

Indeed, the focus of a future scheme must be on shortterm lets being subjected to the same level of scrutiny as the rest of the accommodation sector, so that they’re brought up to the standard of the likes of hotels.

Because at the moment the growth of short-term lets has created something of a hidden economy, with some shortterm lets, operating as de facto hotels with a number of rooms being let out in blocks – without having to adhere to the same regulations.

This, we feel, has created an unfair level of competition throughout the market, putting hotels and other accommodation providers at a disadvantage. It is also a timely reminder of how many of those businesses are already struggling with high energy prices, Covid debt, staff shortages and food and drink inflation, not to mention unnecessary and commercially restrictive Welsh Government actions such as the Visitor Levy and 182-day

restrictions on rates.

Licensing short-term lets in Wales won’t stifle their growing popularity, but will enable them to provide safe accommodation for guests in a framework that creates fairness and transparency.

Owners of short-term lets in Wales who don’t think that’s a good thing might want to question whether hospitality is the right business for them.

Kate Nicholls, Chief Executive, UKHospitality

READIES, STEADY GO!

John Apthorpe, Commercial Director from G4S explains why cash remains king in the hospitality sector.

On Monday 20th March, parliament debated a petition which secured more than 55,000 signatures. The objective of the petition was to maintain payment choice and make it illegal for retailers and services to decline cash payments.

Whilst the Government denied the proposal, this was evidence that whilst the digital revolution continues to drive consumers towards contactless technology, cash is going nowhere in the short to medium term.

Indeed, recent research commissioned by LINK, the UK’s largest cash machine network, found that at the end of 2022, around 70% of people said they’d recently used cash to make a purchase.

What’s more, there are lots of demographic groups that will be left behind if cash acceptance is no longer a payment option. Research shows that groups including the elderly or those with physical or cognitive disabilities have a clear preference to making payment via cash.

However, it’s not just payment preference. The British Retail Consortium has seen the cost of accepting debit card payments rise steadily since 2015.

What has become clear is that whether the payment preference is cash or card, customers should have the right to choose what method works best for them.

As a consequence the modern hotelier has to make adequate provision to ensure appropriate security is in place and that positive cash flow is maintained, for both digital and physical cash payments.

Failure to do so can result in serious financial consequences and supplier frustration - all of which has a negative impact on the people that matter most - your customers.

So how to approach cash handling? G4S has a number of options:

CASH360 is a secure and integrated cash management and cash collection service from G4S. The service involves the installation of one of our intelligent cash safes on your premises. The solution uses software to create a link back to central monitoring services, in effect it becomes a bank branch within your own premises.

When cash is deposited into your smart safe, the amount will be credited into your bank account while the notes and coins are still on site. Then, with the software, you can see your cash flow – from physical, online and terminal sales –in real time.

Of course, your cash can be collected too.

G4S cash collection service uses trained personnel and a fleet of armoured money transport vehicles to pick up cash at your chosen location. From the moment cash is collected and transported it is no longer your responsibility, so you have full peace of mind.

Find out more and access preferential rates by contacting us on 0845 644 1239 and quoting HOTEL23

Free espresso machine and grinder rental with our monthly coffee contract from only £91* per month

*Subject to machine size and coffee blend selected

Looking for something eye-catching Front of House? Our free on loan packages come with:

✓ Espresso Machine

✓ Grinder

✓ Equipment

✓ Monthly coffee delivery AND a free gift

T: 0800 980 6009 E: info@verdecoffee.co.uk www.verdecoffee.co.uk

RUTLAND HALL HOTEL & SPA

Marketing itself as ‘England’s Best Kept Secret’ and set in tranquil grounds is Rutland Hall Hotel & Spa. Boasting luxury spa treatments, a leisure club and a new dining experience, we enjoyed an exclusive interview with Joanne White, Managing Director, to find out the venue’s plans for expansion and how their location enhances their popularity.

With the rise in popularity of the short-stay/ staycation market since lockdown, how does the variety of accommodation Rutland Hall offers benefit the business?

With a wide range of accommodation types, we are able to meet the needs of many guest sectors for the short-stay market. With the variety in our self-catering and hotel room categories, this means we are able to flex our focus to meet the needs of a wider range of guests. The family market for school holiday periods, couples and small-friend groups outside of the holiday period and at weekends. The selfcatering elements of our accommodation give lend to guests opting for three to four night breaks, with the beauty of being able to flex into the full-service hotel facilities when they wish to.

Tell us about the lodges, and the different audience these attract compared to the hotel rooms.

Lodges primarily attract the family and small-friend groups. Our lodges range from two to four bedrooms, whilst our selfcatering apartments range from one to three bedrooms. We have seen a real uplift in the short-stay couple market during the early part of 2023, with demand far outstripping that of 2022, with a relatively short-lead booking window. However, the family and larger group market is demonstrating a much longer-lead booking window.

Rutland is an up-and-coming area – what part does Rutland Hall have to play in this?

Rutland, known as the UK’s smallest county, is a hidden

gem in the midlands. Long-known by some as a stunning area of stone-cottaged villages, thriving market towns and outstanding walks, it’s only now coming to the fore as the UK short-break traveller seeks out the path less trodden. The overcrowding of other very popular locations such as Lake District, Cotwolds etc. are now meaning these travellers are seeking new places to explore. As Rutland is less than two hours from major cities such as London, Birmingham, Cambridge and Oxford, its stunning scenery along with its accessibility means it is becoming increasingly more visible each day. We see RHH has a fundamental part to play in raising the profile of our county, but in a sustainable and manageable way. We work closely with Discover Rutland to build the profile as a tourist destination.

Rutland Hall took on new owners in July 2020, tell us about the plans to grow the resort and how far along you are currently in the journey. Significant investment has already been made. From a complete refurbishment of all bedrooms, event space and the grade II listed main hall, and also introducing a new concept restaurant, bar and terrace. Next up in our journey

will be to launch our 550-seater, brand new Pavilion Suite, a dedicated event suite for large-scale events and weddings opening in June 2023. This year will also see the start of our lodge refurbishment programme, including adding muchdesired hot tubs to the water-front-facing locations. From there, our 2024 plans are big with the launch of our newbuild 5* wellness spa. This is still very much in the design and research stages, but we hope to bring this to our guests from summer 2024.

What’s next for Rutland Hall?

Along with our development as described above, we are very much working to build our brand and market position, with our aim to be widely acknowledged as a leading resort hotel in the UK. This means we also continue to develop our brand, our values, our culture and invest in our talented colleagues to help deliver our mission: ‘To provide authentically warm hospitality that creates cherished memories for our guests, with a sustainable commitment to supporting our environment, our colleagues and community.’

Note to readers – the lodges will be part of the next phase of redevelopment at the resort.

EXCEEDING EXPECTATIONS

Find out how to enhance your guest’s experience during the day and night with Mattressman.

Here at Mattressman, we know the value of a good night’s rest and feature a superb range of trade mattresses to cater for all hotel guests. Featuring various sizes, including zip and link options that allow two single mattresses to form a larger bed, you can rely on us to provide your guests with an enhanced night’s rest. Moreover, our premium mattress components, such as hypoallergenic fillings and memory foam layers, reaffirm the support and comfort of our mattresses for your guests. With your sleeping position determining the suitability of the mattress, it isn’t a case of one size fits all. Therefore, we feature mattresses with medium, medium firm and firm tensions to accommodate all.

Our focus isn’t just on the quality of our mattresses; with a commitment to affordability, our mattresses reflect incredible value for money. Additionally, for peace of mind, you can rely on the durability of our mattresses. Many of our mattresses incorporate innovative measures such as rod edges which strengthen the borders of the mattress and ensure the spring system remains in place.

Of course, a fantastic night’s sleep is only part of your guest’s hotel experience; the outdoor space is equally important. So, as the summer months emerge, it makes sense to ensure your patio or garden area accommodates stylish and practical furniture.

In partnership with Gardenman, our superb garden furniture range, basking in the warmth of the sun surrounded by friends and family has never been more appealing. We pride ourselves on quality, affordability, and feature collections suitable for all establishments. This versatility is best represented by our corner sets that resemble fantastic space-saving solutions and occupy the outdoor area’s borders. In addition, our sets are designed to enhance any outdoor gathering. Including practical features such as ice bucket tables to keep drinks cold, fire pit tables, rising tables that are adjustable in height and tailorable to the social occasion and much more.

With the choice of sleek and stylish aluminium or synthetic rattan that embodies timeless elegance, tailor your set to your preferred style. It’s a testament to the

quality and style of our collection that we have previously aided with the refurbishment of The Oaklands Hotel, providing the hotel with a fantastic range of rattan furniture.

For the best discounts on outdoor furniture and trade mattresses, call our dedicated trade team on 0800 5677625 or email tradesales@mattressman.co.uk. You can also visit online at www.mattressman.co.uk / www.gardenman.co.uk

DIRECTORY

Siemlus 0330 016 1920

hello@siemlus.com

www.siemlus.com

@siemlus siemlus @siemlus siemlus

Mattressman 0333 577 5773

customerservices@mattressman.co.uk

www.mattressman.co.uk

@mattressman_uk

MattressmanOfficial @mattressmanuk

Hotel Buyer 01375 651 606 info@hotel-buyer.co.uk

www.hotel-buyer-store.co.uk

@hotelbuyer

HotelBuyer @HotelBuyer

uk-hotel-buyer

ADA Cosmetics 01234 347 140 info@ada-cosmetics.com

www.ada-cosmetics.com

@ada_cosmetics_international ADACosmeticsInternational adacosmetics

Lanchester Wines 01207 521234

sales@lanchesterwines.co.uk

www.lanchesterwines.co.uk

@lanchesterwines

lanchesterwines

@lanchesterwines

@lanchesterwines7653

Esse info@esseskincare.com

www.esseskincare.co.uk

@esseskincareuk

EsseSkincareUK

esse-skincare esseskincare

G4S

0208 770 7000

www.g4s.com/en-gb

@g4slimited

G4S

@g4s

g4s

G4SUK

Cocoon and Bauer 01642 232325

hello@cocoonandbauer.co.uk

www.cocoonandbauer.co.uk

@cocoonandbauer cocoonandbauer

@cocoonandbauer

Technogym

0800 3162496

www.technogym.com/en-GB/ business

@technogym Technogym @technogym technogym

Premier Software

01543 466580

sales@premiersoftware.co.uk

www.premier-core.com

Premier Software Solutions

@corebypremier @PremierSoftware

Silentnight Group 0333 123 0892

info.silentnight.co.uk

www.silentnight.co.uk

@silentnightbeds

Silentnightbeds

@silentnightbeds

VOYA info@voya.ie

www.voya.ie

@voyabeauty

VOYAorganicbeauty

@VOYAbeauty

LUQEL

www.luqel-water.com

luqel-uk

@luqelukireland7661

GuildProp 020 3745 0397

contact@guildprop.com

www.guildprop.com

LEMI

+39 0374 363069

contact@lemigroup.it

www.lemispa.com/en/ @lemi_italianwellnessequipment

LemiByBrusaferri

@lemigroup

@lemigroup

Schweppes

www.schweppes.eu

@schweppes

Schweppes

Kopparberg

www.kopparberg.co.uk

@KopparbergUK

KopparbergUK

@KopparbergUK

PPL PRS 0800 182 2003

www.pplprs.co.uk

@ppl_prs

PPLPRS @pplprs @pplprsltd3417