Hotel Magazine September 2023

INDEPENDENTLY OWNED FOR FOUR GENERATIONS FiND

2023

Iwas recently asked what my favourite sound is. At first I thought it was a strange question, but then realised that perhaps I felt like that simply because I’d never spent any time thinking about the answer. Upon pondering the question further, I have decided that the clinking or ‘cheersing’ of glasses is definitely up there. I felt like opening up with this stimulating notion was a good way to introduce our Hotel Bars feature, with a bar being a familiar setting for this sound. With many hotel bars now becoming popular as individual entities, the piece looks into how hotel bars are changing and the progressive effects of entertainment. With the help of industry experts, we also share five ways to make your bar menu stand out from competition and a venue profile on a bar which does exactly that – The Madrid EDITION.

Leading on from our extensive bar focus, we showcase an edit on a topic which is continuously growing in importance, in not just our industry, but all of them; social media. Delving into expanding brand visibility and userdriven content, we explore the transformative power of social media in the hotel industry and how to capitalise on it effectively.

Partnering with reputable brands is a great way to make a splash with your hotel’s marketing strategy and, in our opinion, you can’t get much more esteemed than Jo Loves – the unforgettable luxury amenities line by the scent maverick that is Jo Malone. We are excited to share an exclusive interview with Jo, which looks at the importance of scent in memory making at hotels and how it works in line with elevating the guest experience.

This of course is just a sneak peek of what you can expect from this feature. Without giving too much away, it’s an issue full to the brim with unmissable insights we hope you will love. Enjoy!

CONTENTS

11 HOTEL BARS

In our extensive Hotel Bars feature, we’ll be focusing on how to adapt your bar to stand out from competition as the demand for entertainment grows.

36 HOTEL OF THE MONTH

With exquisite design, innovative wellbeing features and a plethora of carefully curated drinking and dining outlets, Pan Pacific opens its doors to us as our Hotel of the Month.

40 PNOÉ BREATHING LIFE REVIEW

Our Editor Jade shares an unmissable review on the newly-opened Pnoé Breathing Life. The adults-only resort fuses elegant luxury with tranquillity, set on a stunning landscape in Greece and we share the elements which made this a hotspot from the second its doors opened.

46 VENUE PROFILE

We explore The Relais Henley, a waterside escape with 40 individually designed rooms, where we find out the venue’s unique selling points, such as its ideal location.

49 SOCIAL MEDIA

Using social media is a crucial marketing technique to increase visibility, boost bookings and showcase your brand personality. This extensive feature will guide you on how to make the most out of your social platforms.

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

ADMINISTRATION MANAGER

Natalie Murray

admin@cimltd.co.uk

Tel: 01795 509 103

CREDIT FACILITIES MANAGER

Gwen Lee

creditcontrol@cimltd.co.uk

Tel: 01795 509 103

MARKETING MANAGER

Lucas Payne lucas@cimltd.co.uk

DESIGN AND PRODUCTION

Grant Waters

grant@cimltd.co.uk

James Taylor james@cimltd.co.uk

HEAD OF SOCIAL MEDIA

Beth Kellock

beth@cimltd.co.uk

SALES DIRECTOR

Tom Woollin

tom@cimltd.co.uk

CHIEF EXECUTIVE

John Denning

New Executive Head Chef at The Grand, York

Kevin Bonello has been appointed as Executive Chef at the The Grand, York. With an impressive culinary background, including as Culinary Director at Michelin-starred restaurant De Mondion, Bonello brings a wealth of expertise and innovation to The Grand’s esteemed culinary team.

Commenting on his appointment, Bonello expressed his enthusiasm: “I am thrilled to be a part of the continued success of this iconic hotel and lead the culinary team to new heights. The Grand’s commitment to showcasing the best produce in the region, alongside the talented individuals already pushing the quality of food, really excites me.” www.thegrandyork.co.uk

PARKROYAL COLLECTION introduces Eco-Wellness programme

PARKROYAL COLLECTION Hotels & Resorts has launched its Eco-Wellness programme to inspire conscious living and personal wellness. Known for its commitment to sustainable hospitality that reconnects guests with nature, the brand’s programme presents a range of experiences, driven by the five senses - scent, sound, sight, taste and touch. The programme is designed around its hotels’ iconic biophilic design, sustainability and wellbeing.

“Today’s consumers are growing more aware of the importance of better health and wellbeing. It is essential that we take time to re-centre and practice greater mindfulness. Through PARKROYAL COLLECTION’s EcoWellness experiences, we hope to inspire our guests to live well without compromising the environment,” said

The Good Front Room Launches at The Langham, London

The Langham, London has launched The Good Front Room, a modern Caribbean restaurant from chef Dom Taylor. The restaurant comes following the success of Five Star Kitchen: Britain’s Next Great Chef on Channel 4. This new TV cooking competition, filmed at The Langham and judged by the hotel’s culinary director Michel Roux Jr, sees the winning chef awarded their very own restaurant at the hotel.

Chef Dom Taylor was crowned winner, opening his first ever restaurant, The Good Front Room, showcasing his unique cooking style that combines influences from his Caribbean heritage and South London upbringing.

Dom Taylor commented: “It is a dream come true to open a restaurant at such a prestigious address. The modern Caribbean menu we are serving brings something totally new to the world of five-star hotel

Ms. Cinn Tan, Chief Sales and Marketing Officer of Pan Pacific Hotels Group.

voco® St. David’s, unveils partnership and new terrace launch

Voco ® St. David’s, Cardiff is celebrating the opening of its new terrace at Tir a Môr, by raising a glass to its exclusive partnership with celebrated French Champagne House, Moët & Chandon – a luxurious collaboration between two fantastic Celtic cultures. Graham Henderson, Head of Food & Beverage at voco ® St. David’s, Cardiff said: “Collaborating with such a famous champagne brand is the perfect way to celebrate the opening of our new terrace at Tir a Môr. Since we opened Tir a Môr we’ve become a key addition to Cardiff’s culinary scene.” stdavids.vocohotels.com

City of Dreams Mediterranean honoured with three accolades at European Property Awards 2023

City of Dreams Mediterranean, Europe’s first integrated resort, has been honoured by The European Property Awards 2023 for achievements in three categories, including Best Hotel Architecture Europe, Best Sustainable Commercial Development Europe, and Best New Hotel Construction & Design Cyprus.

Mr. Grant Johnson, General Manager of City of Dreams Mediterranean, said: “It is an honour to receive these accolades from The European Property Awards 2023 and for the property to be recognised by professionals of the design industry. We look forward to formally welcoming guests to the integrated resort with contemporary design, first-class entertainment, and immersive experiences.”

www.cityofdreamsmed.com.cy/en

Chef Nelly Robinson, to host culinary pop-up at InterContinental Maldives Maamunagau Resort

Making big waves in the Australian culinary scene, Chef Nelly Robinson is ready to join the culinary team at InterContinental Maldives Maamunagau Resort. Robinson will be visiting from 1st to 4th September to host a series of pop up events at the signature restaurant, The Lighthouse. The talented chef will be adding his island-inspired creations as a la carte options and a well-curated tasting menu for guests to indulge in. The luxury resort in the Maldives, which has been the playground for international chefs over the last few years, looks forward to welcoming another exciting visiting chef to its portfolio of culinary experts. www.ihg.com

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

HOTEL BARS

MASTER YOUR MENU

Your bar’s menu is the first impression for a guest and conveys your venue’s personality. In this Essential 5 we delve into the specifics of how to make your menu stand out in a highly competitive industry.

OFFER SEASONAL SERVES

Allow your bar to showcase its creativity and keep your audience engaged by crafting drinks for the changing seasons. In the summer, ciders and fruity wines are a popular choice, whereas in the colder months, darker spirits and red wines will see a rise in demand. As an incentive for guests, you can present a special offer for in-season serves, ultimately, make sure you adapt your menu in line with changing seasonal preferences to ensure you don’t fall behind.

REACTING TO TRENDS

Trends are always shifting and adapting your menu to include topical serves shows that your venue is proactively responding to industry demands. Currently, there is a growing interest in sustainability and the creation of cleaner drinks, which include home-grown garnishes and local products. You can promote your topical drinks with a subtle label on your menu to catch guest’s eyes. These special serves can be elevated to a higher price point, seeing as it’s not a staple to your menu, in turn, boosting profits.

2RECOGNISED BARTENDERS

Gain the recognition your bar deserves and grab the attention of the media by hiring bar staff that are recognised in the industry. This will become a valuable marketing tool, making guests eager to try your cocktails crafted by “London’s Best Mixologist”. Include these tag lines in your social media marketing strategy to excite guests and on your website to increase visits through popular Google searches.

MAINTAIN YOUR BRAND

To stand out in a heavily competitive industry, spend time understanding your brand and make sure that this is conveyed consistently throughout your menu. Even when you create seasonal serves as mentioned earlier, ensure that these coincide with your brand to maintain the individuality that your guests always come back for. For example, if your bar is renowned for reflecting the local heritage, you should include cocktails and drinks created from local produce, with this in mind, even get creative with names.

A BUSINESS-SAVVY DESIGN

Have a separate page for your best-selling drinks or keep them at the top of the menu to grab the guest’s attention. For your signature items make sure their space on the menu is elevated, to do this you could use an insert or a box out to insinuate that these items are at a premium level. It’s worthwhile adding creative descriptions or eye-catching images for cocktails. These smaller details make the order exciting and are a confirmation for the higher price point.

ORCHIDEA COCKTAIL

As part of our extensive Hotel Bars feature, we showcase one of our favourite cocktail creations that is designed to create a delicious and memorable experience for the guest.

Experienced Mixologist, Michael Tubiera, takes us through his latest creation from Portman’s Bar of the PARKROYAL COLLECTION Marina Bay. Follow the steps to create an unforgettable cocktail for your guests which draws flavours from the beauty of nature.

Inspiration behind the cocktail

The Orchidea cocktail is inspired by PARKROYAL COLLECTION Marina Bay, Singapore’s sculpture designed by Richard Lippold that suspends from the massive height of the Atrium. The art resembles a shower of coins landing into a cupped hand as a symbol of prosperity.

This art also translates into opulence and abundance for the hotel, seen particularly in the lush Urban Farm where plentiful flowers and herbs - more than 60 varieties. The urban farm allows the chefs and mixologists to play around and create concoctions with sustainable and regenerative meaning, the Orchidea cocktail is garnished with an edible flower from this farm.

Orchidea Cocktail

Ingredients:

40 ml Blue Butterfly pea infused Bombay Sapphire Gin

20 ml Fresh lemon juice

20 ml Lemongrass syrup

1 piece Kaffir lime leaf

Egg whites or vegan foamer, aquafaba (alternative for egg whites)

To make the Blue Butterfly pea infused Bombay Sapphire Gin:

Infuse 10 grams of dried Blue Butterfly pea into 700 ml Bombay gin for at least 6 hours. Strain into a bottle using a fine strainer.

Cut 100 grams of lemongrass into small pieces and set aside. Put 200 ml water and the lemongrass into a pot and simmer. Add 200 grams of white sugar when the water starts to simmer.

Cook until the sugar is totally melted. Remove from the heat and set aside to cool down before bottling. This syrup will last for two weeks inside the fridge.

To make the cocktail: Pour all the ingredients into a tin shaker with ice. Tear the lime leaf and add it into the tin. Shake the mixture vigorously until cold.

Double strain the mixture into a coupe glass using a fine strainer.

Garnish with an edible flower. www.panpacific.com

REWARD YOURSELF, RESPONSIBLY. ©WHISTLEPIG RYE WHISKEY, SHOREHAM, VERMONT, 2023 @WHISTLEPIGWHISKEY | WHISTLEPIGWHISKEY.COM

DRINKING WITH DIFFERENCE

Thanks to commentary from industry experts, we look at how hotel bars are changing and the progressive effects of entertainment.

Consumer preferences and trends can evolve quickly, especially when it comes to hospitality, but over the last two years, tendencies seem to have been ramped up, most likely due to the global pandemic.

COVID-19 saw the world on lockdown with individuals forced to be confined to their homes, missing out on the true essence of life that we gain through the world of hospitality. As a result of making up for lost time, we are now seeing consumers looking for more experiential hotel stays.

As the hotel space continues to be incredibly popular, nowadays, simply having a bar on-site just isn’t enough. Hoteliers need to be thinking about the next best thing which is going to drive footfall to their venue, in order to stand out.

Jeremy Daudin, Head of Sales at Zetter Hotels, explained how over the past five years, he has noticed that hotel bars have really tried to up the ante with what they offer to guests to create unique experiences. Long gone are the days of the odd gin and tonic in an empty bar. Following the pandemic, people are seeking to be out for longer and later into the night, and hotel bars provide for those needs.

“At The Zetter Townhouses, we’ve seen an increase in demand not only just for cocktails, but for experiences. During the pandemic, when people were reminiscing about going back to bars, hotel bars had to step up to meet the market demands. An example of how we have tried to offer an immersive experience is with our Artist in Residence at The Zetter Townhouse, Marylebone, in which artwork from the cocktail book (designed by South London graffiti

HOTEL BARS

artist Jerrome ‘Red Romes’ Henry) was placed on canvases around the space, offering that feeling of being surrounded by the cocktails that guests are drinking.”

Utilising the space so that it is part of the entertainment is the way that Jeremy believes you can be innovative without causing too much disruption to the hotel bar experience. The Zetter Townhouses take part in various bar takeovers, partnering with leading bars across the globe, which really allows them to incorporate new venue styles into their space.

A hotel’s entertainment offering can make or break their marketing strategy, so ensuring this is curated effectively is essential. At The Zetter Townhouses, they market their hotels as unique places, with bars that offer innovative and ground-breaking cocktails, created by expert mixologists.

“We also highlight the additional entertainment such as our fabulous in-house singers, Hettie and Michael, as we want to entice not only guests of the hotel but other customers. By showcasing the entertainment through various marketing and social channels, this allows us to offer a teaser as to what guests can expect! We recently held a social media competition in partnership with Everleaf, which promoted the non-alcoholic and daytime offerings of the bar via both our social media account and Everleaf’s - a great opportunity for cross-marketing”, added Jeremy.

At La Sultana Marrakech, their aim is for guests to be immersed in Moroccan culture. With Jemaa el-Fna nights at the on-site Le Odette Rooftop Bar, henna artists, traditional tea and musical performances, the venue highlights these aspects of Moroccan culture, while also

ensuring they provide the very best drinks to their guests.

Presentation is important to Xavier Soundrom, Resident Manager at La Sultana Marrakech, as he said: “Our extensive cocktail menu has been revamped and is beautifully presented in our new cocktail book to instantly catch guests’ attention.”

All cocktails at the Le Odette Rooftop Bar are inspired by Morocco and aim to evoke vivid memories of the surrounding area, with flavours that truly embody our fantastic destination.

“By highlighting the cultural integrity of where your bar is located, you are bound to give a unique experience for guests”, added Xavier.

Getting the balance right between offering entertainment and memorable experiences, but not losing sight of the fundamentals of a bar space and great service, is absolutely crucial, whether you keep up with trends or not!

For the team at La Sultana Marrakech, the amazing views from Le Odette Rooftop Bar allow them to always take advantage of the space, Xavier said that: “by appreciating and respecting the physical space of the venue, you can ensure that you maintain a strong balance between the experiences and the classic workings of a bar”.

In terms of creating innovative and unique entertainment options within your hotel bar, to enhance a guest’s experience, Bar Manager of Lobby Hof at Grand Resort Bad Ragaz, Frank Grosser, recommends introducing interactive drinking as a means of entertainment.

“For example, you could introduce drinks which require lifting up a glass top from a smoked cocktail”, said Frank.

Pg 17: Lime Wood Hotel – Image © Jake Eastham

With The Bradley Hare, as the venue is set within a smaller community, Hotel Manager, Paulina Wojtas, understands that they must never lose sight of the fact that the team also have a responsibility to their local community, as well as their business. Because of this, Paulina explained how they do everything with the local community in mind.

“We are holding our first Bank Holiday festival, ‘Hare Fest’, on August 28th, where our guests can enjoy music by a live local band, delicious pizza and locally sourced ice cream. This will be a great way for us to encourage more business to our bar, but also an opportunity for us to invite in the local community, which is so important to us. This helps us ensure that as well as great service, we provide a hub for the village that can keep us from losing sight of the fundamentals of the bar space”, Paulina explained.

With the demand for alternative bar experiences growing exponentially, Chris Hinton, Sales Director at Shine Catering Systems, spoke on how it’s not just the offering which needs to change in line with this, but the equipment too.

Many hotel bars are now designed with remote glass washing, ice dispensing and refrigerated units, to reduce noise output, especially if situated in conference or banqueting areas. Chris explained how it has become evident to him and his team that designers and suppliers are specifying equipment such as cocktail mixers manufactured with a low decibel rating, for similar reasons.

Many of the current hotel bar designs have to be complementary to the interior design of the seating areas and surrounding décor, in order to be appealing to consumers. Chris explained how this can influence the materials used in top work, frontage and rear bar counters, and there are many options available: “It is essential, however, that the workstations are manufactured in Type 304 heavy gauge stainless steel, as this area will be the engine of any successful bar service.

“One trend we have noticed is the rise in demand for

bespoke units, designed and made to exact dimensions for a specific project, rather than ‘off-the-shelf’ modular units”, added Chris.

With specialist design input and in-house fabrication facilities, Shine’s units can include integrated ice trays, drip wells, sinks, basket holders and storage as required, including full length features for a more appealing finish and greater efficiency.

“One-piece construction ensures greater rigidity and durability than modular units, with seamless units and no joins for enhanced hygiene”, finished Chris.

At The Montenotte Hotel, they are currently planning an immersive series of events that bring guests together, such as a Wine Club – an event that will aim to inspire guests with the culinary pleasures of pairing excellent wine with delicious food.

Louise McNamara, Deputy General Manager at The Montenotte, believes that entertainment options should be created with the intention of exceeding guests’ expectations of a standard experience in a hotel bar, by surprising and delighting them so that their stay is made even more memorable.

The hospitality industry is becoming increasingly creative with their entertainment options, so at The Montenotte they believe it is important to be authentic and selective about what they’re delivering, whilst reflecting the fun and eclectic vibe that characterises their panoramic rooftop bar, The Glasshouse.

With providing a memorable experience being at the top of the priority list for overnight stay venues, it’s important to consider incorporating the growing movement that is technology, in these experiences.

Technology within hotel bars (and other areas of the hotel) are used with the intention of making the guest experience smoother and more accessible. Louise explained how the use of QR codes in hotel bars is the most pertinent development over the past couple of years, where they are placed on each table or near the bar so

Pg 18: The Glasshouse

guests can order their drinks with ease. Further popular additions include the use of contactless payments as a quick and easy way to tie up a guest’s experience, as well as enhanced sound systems to create a more immersive ambience when playing music.

Olivia FitzGerald, Chief Sales and Marketing Officer at Zonal, sees that when it comes to hotels and their on-site bars, having a fully integrated technology suite is key to providing them with the ability to manage the entire guest journey from start to finish, in real time, with a 360-degree view of the business.

“With our latest GO Technology report pointing towards a staycation boom for the UK hospitality industry in 2023, it is important to have every aspect of the hotel’s operations connected via integration, for example online booking platforms or the EPoS at the hotel’s on-site restaurant or bar. However, the ecosystem of technology needs to work seamlessly at various points of the guest journey, removing points of friction and alleviating staff of laborious and timeconsuming tasks, to allow them to focus on doing what they do best, delivering exceptional customer service”, said Olivia.

Having the right tech in place can make it easier for guests to make use of an on-site bar, which in turn enhances the overall guest experience and helps to increase revenue for the hotel. We know that convenience is king for today’s guests, and so technology that provides them with a simple, streamlined and exceptional experience in the hotel bar is key.

Olivia revealed that almost half of guests (47%) have ordered room service in a hotel according to Zonal’s

research, and with increased demand for stays in UK hotels this year, hoteliers should be looking to technology to capitalise on this opportunity and boost drinks sales from the bar.

“For example, hotel bars that offer ‘order to room’ as a service to customers will enable them to bring the bar experience to their room, further enabling guests to shape their stay as they wish. Not only this, but hoteliers that integrate EPoS and PMS systems will be able to charge a customer’s bar tab to their room, making it easier for guests staying at the hotel to use the bar”, said Olivia.

Making customers’ hotel and bar experience seamless will encourage guests to make use of all the facilities available at a hotel rather than going elsewhere, driving additional spend per head.

Olivia also spoke on how digital ordering and payment has become an important part of the overall customer experience in hospitality, and presents an opportunity for hotel bars to provide customers with choice.

Consumers report that they enjoy the speed of service tech offers, with research in partnership with KAM Media finding that 42% of people say that a venue offering mobile phone ordering and payment has become more important to them.

“Our GO Technology research findings, in partnership with CGA, echo this, with 79% of consumers stating they are happy with the ease and speed of payment when paying digitally. While consumers will always value face to face interaction in pubs and bars, offering customers the option of contactless order and pay solves a common pain point for consumers – reducing wait time at the bar

Setting the standard for your bar system

Hygiene, efficiency and aesthetics

Shine Catering Systems works with you to design the most effective bar system for your needs, prior to manufacturing it in our state-of-the-art production facility, ready for installation. Our one stop shop providing complete confidence in the quality, efficiency and hygiene of your bar.

End to end solution from design to installation

Focus on design, aesthetics and quality

Experienced consultants to consider your needs

Under-bar system laser cut from 304 grade stainless steel in bespoke or modular configuration

Hand assembled with quality checks as standard Shop fitted service with selection of finishes available

For further information, visit shine.co.uk or email enquiries@shine.co.uk

or to pay a tab. Therefore, it is important to recognise that digital ordering and payment tech is not a ‘one size fits all’ solution. In the first instance, it is important for hoteliers to consider which type of solution is best suited to the venue’s needs, for example considering web-based order and pay as well as an app. Whichever operators choose, the most important consideration is that it provides a frictionless experience for guests, offering them choice to either order and pay digitally or chat to a member of staff – or a combination of both”, added Olivia.

It is important to remember that now more than ever, consumers are looking for personalised experiences. In fact, we know that 80% of consumers are interested in some form of personalisation from the hospitality venues they visit, and two of the most popular forms of personalisation include personalised discounts and deals, as well as loyalty schemes.

Finally, just like any other pub or bar, Olivia revealed that hoteliers would benefit from implementing technology that helps improve operational efficiency. In order for a hotel bar to be successful and popular amongst both guests and customers not staying at the venue, it is important to avoid having a lack of stock, which can cause customer frustration and impact sales. Technology can help remove the risk of this happening before it has even occurred.

Ultimately, for hoteliers to entice customers to use the hotel bar and to deliver an exceptional guest experience, technology is key.

“Implementing the right technology can also help hoteliers make operations more streamlined and efficient, reducing the risk of errors and providing staff with more

time to focus on customers’ needs, all of which is vital in delivering an exceptional guest experience”, Olivia finished.

Steve Ellis, Restaurant General Manager at Lime Wood Hotel, explained how the bar at Lime Wood is definitely the central hub of the hotel; noting the change of the drinks selection getting wider, he said: “Not just at Lime Wood but everywhere. Everything from craft beers to inventive cocktails are having a real renaissance.”

At Lime Wood, they recognise the importance of defining a hotel bar’s identity and clearly establishing what type of experiences they want to offer, whilst also keeping in mind expectations of the target audience and staying true to the vision of the hotel.

“Exceptional service is something that we pride ourselves on at Lime Wood and remains a top priority when considering entertainment options for the bar.”

“Another element which we have noted when considering the introduction of entertainment, following Lime Wood’s recent refurbishment, we have really noticed how important the design layout of the bar is. The clusters of chairs and sofas are thoughtful in creating spaces that allow for both entertainment and atmosphere, as well as our quieter, more private spots for a relaxing drink, such as The Drawing Room and The Library, which are set just off the hotel’s main bar.”

Hotel bars are moving away from the traditional cookiecutter designs, and adopting unique themes and concepts to create a more immersive experience for their guests. The focus now is on creating a distinct ambience, and introducing memorable elements which will set you aside from the fierce competition.

MADRID EDITION, LOBBY BAR

Luxury urban resort, The Madrid EDITION, part of the wider EDITION portfolio is a venue which manifests the people and the culture of the city and is synonymous to a stunning microcosm of one-of-a-kind food, beverage and entertainment offerings. Capitalising on the demand for memorable gastronomic experiences, Simone Ruta, Head Bartender at the Punch Room and Lobby Bar, speaks on the importance of introducing F&B outlets as separate entities within a venue along details on the bar’s stand-out features.

What was the inspiration behind the Lobby Bar at The Madrid EDITION?

The Lobby is the beating heart of all EDITION hotels. At The Madrid EDITION, the idea was to create a warm and inviting space, for guests and locals alike to enjoy. We have a great bar menu of small plates, cocktails, wine and hot drinks so there’s something for everyone, and any time of the day!

The design of the Lobby Bar is considerably different to other on-site outlets, is this in order to give it its own identity as a separate entity?

Yes, it’s important to us that each outlet has its own identity - the Lobby Bar is a great meeting spot and social space, with Jean-Michel Frank sofas and armchairs and a sleek pool table sculpted from a single slab of white Bianco Neve matt

marble. The lighting is warm giving the room a cosy and soft atmosphere, encouraging locals and guests to come together.

Where did the influences come from for the bar menu?

The bar menu is heavily influenced by traditional Spanish dishes such as the Tortilla and Iberico Ham Platter, as well as Asian flavours with a variety of small bites. For the cocktails, we have a mix of mezcal, Hibiscus Gin, Sake based drinks, as well as other spirits and flavours. We wanted to ensure we kept well-known favourites but EDITION like to offer something a little out of the ordinary too, to ensure our visitors’ experiences stay firmly in their memory.

How does The Madrid EDITION market itself to encourage non-staying guests and tourists to visit for the bar experience?

The Madrid EDITION has a fantastic food and beverage offering, from Oroya, it’s Peruvian Rooftop Restaurant, to Jeronimo the Mexican restaurant, and Punch RoomEDITION’s signature bar with a carefully curated punch offering. The Lobby Bar is the hub of every EDITION hotel, ensuring cohesion across the brand and is a very sociable space. Each lobby bar is almost always filled with guests and locals meeting in creative harmony. Here at The Madrid EDITION, we have two World 50 Best Chefs who run both restaurants. Cultural programming is also a key aspect at this

venue, and we often have events at Punch Room such as local and international bar takeovers.

Upon our visit we loved the sofa in the bar which lended itself to a real intimate feel, what was the idea behind this?

The idea is to offer a dynamic and sociable space, creating small areas of intimate seating groups encouraging comfort with the opportunity of socialisation. Behind the sofas there are dramatically back-lit shelves which highlight the warm and cosy atmosphere, and an incredibly impressive bar, making for the perfect stand-out and photo-worthy feature.

Tell us about the menu’s most popular offerings and the importance of appearance when serving drinks at the Lobby Bar - how does it contribute to the EDITION brand?

Menu highlights include the Iberico Ham croquettes in two textures and our creamy Spanish omelette with roasted bell pepper salad. Hero cocktails include the La Petite Mort made with Junmai daiginjo sake, cucumber, gin, blueberry, ginger and clarified lime, alongside the Modos Subjunctivos with Hibiscus Gin, pomegranate, timur peppercorn, lime and basil. All our cocktails are well presented as seen in all EDITION Hotels, again ensuring we keep up with that element of cohesion.

@editionmadrid

FANTASTIC FIZZ

Due

Sparkling wine will always have a place on every wine list. Indeed, the sight of tiny bubbles rising to the surface of a wine creates an alluring and celebratory ambiance, making it a popular choice for special occasions. A glass of fizz can add a sense of luxury and sophistication to any event and is even more attractive now the UK alcohol duty on sparkling wine has been reduced.

However, a sparkling wine list can reach far beyond Prosecco and Champagne…

Pétillant Naturel

Pet Nat (short for Pétillant Naturel) is a naturally carbonated sparkling wine, which is made using the ancient ‘ancestral method’. As natural wines, they are unfiltered and therefore will have a cloudy appearance and only a slight fizz. Pet Nats can vary widely in flavour profiles, from dry and crisp to fruity and slightly sweet, depending on the grape variety and winemaking techniques used. This diversity makes Pet Nats perfect to compliment an array of foods including fresh seafood, charcuterie, cheese and spicy dishes.

Pet Nats, as with Prosecco and Champagne, are also excellent with brunch dishes, adding a touch of celebration to the meal.

Because Pet Nats are still fairly new to most consumers, we’ve introduced a new range created with Chardonnay and Pinot Noir grapes which are familiar to all wine drinkers. Our Pet’ Mout’ range is from renowned Champagne house, Champagne Moutard.

Sparkling Red Wines

Sparkling red wines can be found in various regions around the world. While they are not as prevalent as white sparkling wines, they are certainly worth seeking out for their unique and enjoyable characteristics. These wines offer a distinctive alternative for those searching for something different and exciting, with a completely different flavour profile to Champagne or Prosecco, thus expanding the reach of a venue’s sparkling wine list.

Lanchester Wines has launched the Trevisana Bio Raboso Frizzante. Raboso is a red grape native to the Veneto region of northern Italy, particularly in the area around the Piave River. It is one of the lesser-known grape varieties in Italy, but growing in popularity due to its accessibility and easy drinking nature. Raboso pairs well with a variety of dishes, including pizza, grilled meats, and rich pasta dishes, making it a versatile choice for food pairing.

This dry and full-bodied sparkling red certainly adds a point of difference to a wine list and, aside from being both vegan and biodynamic, it’s incredibly drinkable to boot. www.lanchesterwines.co.uk

to the growing demand of consumers pining for something to make a dining experience extra special… we spoke to spoke to Lanchester Wines’ Tom van der Neut to discuss how sparkling wines can fit into a hotel’s wine offering.

Trevisana’s vineyards in Veneto

Adding sophistication to any wine list

Champagne will always have a place on any wine list, instantly adding prestige and cause for celebration.

From renowned Champagne house, Champagne Moutard, the Moutard Grande Cuvée Brut is available in a range of sizes from half bottle through to Jeroboam.

Blending 80% Pinot Noir and 20% Chardonnay from 20 year old vines, this Cuvée is the pillar of Moutard’s production. A juicy mix of black cherry and candied pink grapefruit.

Available to the UK trade through Lanchester Wines, never available in a supermarket!

THE JOURNEY OF COFFEE

Coffee, often mistaken for a bean, is actually a seed derived from the fruit of the coffee plant. In this article, renowned coffee brand

Due Fratelli, unravel the captivating story of how coffee beans are cultivated, processed, and eventually transformed into the flavourful beverage that has become an integral part of a hotel stay.

From Seed to Bean: The Coffee Transformation

As you sip your cup of coffee, have you ever wondered how the green coffee bean, before roasting, transforms into the delightful brew that tantalises your taste buds?

The secret lies in the roasting process, which alters the sugars and aromatic compounds present in the coffee bean, creating the rich flavours and enticing aromas we associate with this beloved beverage.

The Harvest: Unveiling the Coffee Cherry

The coffee plant produces fruit known as cherries, which encloses two seeds, commonly referred to as coffee beans. When the cherries ripen, they exhibit vibrant red or yellow hues, depending on the variety. It is at this point that coffee farmers handpick the cherries.

Processing: Natural vs. Washed

Once harvested, the coffee cherries must undergo processing to extract the coffee beans. Two primary methods are employed: the natural process and the washed process. Natural Process: The cherries are spread out to dry naturally under the sun. This traditional method allows the sugars from the fruit to penetrate the beans, infusing them with distinct fruity flavours. As the cherries dry, they gradually become raisin-like, and the outer skin is later removed to unveil the precious coffee beans. Washed Process: Involves removing the outer skin of the cherries immediately after harvesting. The cherries are then soaked in water, allowing fermentation to occur. This fermentation breaks down the remaining fruit, after which the beans are separated and dried. The washed process results in a cleaner, brighter flavour profile, highlighting the bean’s inherent characteristics.

Due Fratelli: Two Brothers and Their Love for Coffee

Italian culture has long embraced the art of coffee, and it was during a trip to Italy that the founders of Due Fratelli found inspiration for their name. Translating to “two brothers,” Due Fratelli pays homage to the familial bond and the deeprooted history of coffee in Italy. Like many coffee enthusiasts, the founders developed a passion for espresso, appreciating its rich taste and invigorating qualities.

From the coffee plant’s cherries to the careful processing methods employed by coffee farmers, and the roasting techniques that bring out the flavours we adore, there is an entire world of craftsmanship and dedication behind every cup of coffee. Take your guests on this journey to savour the complexities that stem from a small seed, allowing them to experience the magic of coffee in all its aromatic glory.

freshpac.co.uk

coffee pods

OUR RANGE IS 100% COMPOSTABLE AND PLASTIC FREE NESPRESSO® COMPATIBLE CAPSULES. ENSURES A FRESH CUP EVERY TIME.

• NOT COMPATIBLE WITH VERTUO® CAPSULES

www.duefratellicoffee.co.uk @duefratellicoffeeco

BREWED TO PERFECTION

As coffee culture and the range of hot beverages continues to grow, make sure you’re providing high-quality products to ensure that your guests don’t venture to the local coffee shop. We caught up with Luke Powell, General Manager of Brewed by Hand Group, to talk about the importance of providing a premium coffee-fix for your hotel guests.

Can you introduce us to Brewed by Hand and its mission?

Absolutely! Brewed by Hand is a top distributor of premium tea and coffee products in the UK. Our mission is simple: we want to make every sip an experience. We carefully select products that blend style, efficiency, and quality - turning a daily routine into a special ritual.

So, Brewed by Hand exclusively distributes highend tea and coffee brands. What does it take for a brand to join this esteemed collection?

Great question! We’re all about sophistication, innovation, and excellence. Our products, like the Opal Nespresso Compatible Speciality Pod Machines or the Hario Switch V60 brewer, aren’t just about great taste - they deliver style and a unique user experience. Let’s not forget about Loveramics ceramics, they’re durable, chic and add a touch of elegance to any coffee or tea serving.

Sustainability is a big deal these days. How does Brewed by Hand support this trend?

Sustainability is not just a trend for us; it’s a core part of our philosophy. We’ve taken steps like eliminating all plastic from our packaging and working with our partner brands to reduce environmental impact. We’re committed to promoting sustainable practices across our product range.

The hospitality industry sets high standards for food and beverage services. How can Brewed by Hand enhance a hotel’s drink offering?

Absolutely, standards are continually rising. But that’s where Brewed by Hand comes in. Our selection of products, whether it’s the Opal Nespresso machines for guest rooms, the Hario Switch V60 for cafes, or Loveramics ceramics for

serving drinks, can add that extra touch of luxury. Each sip becomes a memorable experience for the guest.

How can our readers collaborate with Brewed by Hand?

We’d love to work with anyone interested in enhancing their beverage experience. Just visit our online trade portal. It’s incredibly user-friendly, offering live stock levels and dynamic online ordering. Plus, it’s regularly updated with our latest product innovations. We’re here to help you every step of the way! trade.brewedbyhand.com

BAKED BLISS

Share the famous French taste of St Michel, with a frozen range like no other on the market, the brand offers hotels a fast and delicious treat. In an informative editorial and interview with Laurian Veaudour, Sales Representative at St Michel, we learn about the opportunities the extensive product present to a hotel’s food service.

St Michel Professionnel is a family business located in France, priding ourselves on using only the best ingredients that we can get our hands on, including: CRC French flour, French butter and free range eggs.

We decided to expertly create a dedicated range for the hotel food service that will offer the best quality for chefs in the fast-paced industry, to suit all occasions and guests.

For your coffee offering, we have an extended range from our Madeleine collection, featuring a miniature 5g that is a perfect coffee accompaniment.

For those without a sweet tooth, we have a range of savoury Madeleines 13g, which are gaining popularity amongst conferences and afternoon teas. The range includes four different flavours: Cheddar and Emmental, Pesto and Parmesan, Olives and Herbs, and Curry and Coconut.

Our sweet Madeleine range has five flavours: Classic Pure Butter, Citrus with Candied Citrus Peel, Chocolate Chip, Crème Brulee and an all Chocolate flavour.

If your guest has more of an appetite, our larger sized Madeleines will work a treat. The range is a great size for a breakfast option, in sizes 45 and 56g. You will find similar flavours with the addition of a filled range, the ultimate treat with either a strawberry jam in the heart of the Madeleine, or the popular Chocolate and Hazelnut spread, and all of this without a trace of palm oil in sight!

If you feel that Madeleines don’t suit your venue, we also offer a Financier. Rich in ground almond and butter, the Financier is ideal for snacking or a gourmet dessert. Alternatively, our French Apple Cake is a refreshing sweet treat with zingy semi candied granny-smith apple pieces.

The reason that our product range is different to any other is that our range is frozen for you to finish the important task to caramelise the product to perfection, only taking 4 to 6 minutes in an oven, you’ll get a slight crunch on the edges while the centre will be soft and buttery!

We are also able to assist chefs with our ready to fill extensive range which includes sweet and savoury tart cases, choux pastry in all shape and sizes, a sponge sheet, vol au vent and savarins.

Let’s not forget that if you love our iconic buttery Galette, then you will be able to treat your guests in their room with one of our individually wrapped biscuits, making for a perfect welcome.

How can St Michel products help hotel’s food service in terms of efficiency?

St Michel has a large portfolio to suit a range of hospitality needs. Our ‘heat and serve’ range is by far the easiest and fastest solution for a venue that needs to produce big volumes with little time. For hotels that want to personalise their dishes, we have the ready to fill range, perfect for these kitchens.

What makes the St Michel range stand out from competitors?

An Executive Pastry Chef in a London luxury hotel recently told me that even his recipe doesn’t taste as good as ours. The product that stands out the most in our range is the savoury Madeleines, a flavourful mouthful explosion. There isn’t another product like this on the market, and it’s the one people love every time we have an event. As for our sweet collection, the variety of flavours are guaranteed to please every guest.

We know that St Michel is a brand that prides itself on offering efficiency, but how do you also maintain quality and taste?

At St Michel we do not use shortcuts to achieve our results, we spend a lot of time making sure that the quality is of the highest standard. We have a vast team specialising in research and development that strive to constantly improve the recipes until they are perfect for the production and satisfy the consumer demand.

Contact Laurian.veaudour@stmichel.fr for more information on the St Michel range.

INDEPENDENT HOTEL SHOW

Hotel

Magazine meets

Independent

Hotel Show’s, Event Manager, Glenn Wallace, to learn more about the UK’s only trade event for the boutique and independent hotel sector, taking place on 16-17 October at Olympia London.

Please introduce us to the Independent Hotel Show and let us know what visitors can expect. For over a decade, the Independent Hotel Show, in partnership with James Hallam, has continued to be a firm fixture in the events calendar for the UK’s boutique and independent hotel sector.

While the UK has a number of trade shows for the hospitality sector, our focus on the independent hotel sector makes the event a unique opportunity for hoteliers to meet their peers, network and explore issues specific to this specific part of the sector.

We’re proud to be a design-led show which reflects the high-quality of experience and service provided by the UK’s independent hotels, going far beyond your usual trade show to offer visitors a truly unique and immersive experience. This year we’re delighted to be partnering with a number of design agencies, including New Heritage Design, Design Command, Cocoon & Bauer, Rosendale Design and sofa.com to bring the show to life.

Visitors to the show can expect to meet with a wide range of quality industry suppliers eager to work with

independent hotels, ranging from design and décor, to amenities, technology, in-room F&B solutions and much more.

Our suppliers are carefully curated by the team to ensure that they meet the standards of the show and the audience it attracts, and we’re pleased to have become a trusted product sourcing resource for countless hoteliers since launching in 2012.

This year’s event will also see the launch of Hoteliers’ Choice, an initiative which invites hoteliers from across the industry to nominate innovative suppliers that are true partners to their business, with the top five companies nominated receiving a free exhibition stand at the 2023 show.

What can hoteliers and leaders in the hospitality industry gain from attending the show?

One of the major benefits of the show is the opportunity to hear from inspiring hoteliers and leaders in the hospitality sector through our unrivalled seminar programme.

The Innovation Stage, in partnership with eviivo and designed by New Heritage Design, will be a hub of new ideas and inspiring debates. Visitors can expect discussions on topics including sleep tourism, the psychology of design, effective brand marketing, ESG, sensory design and the hotel guest of the future.

Meanwhile on the Hotel Business Stage, in partnership with HotelPartner and designed by Design Command, panellists and speakers will be exploring topics including refinancing, building a diverse and inclusive workforce, outsourcing F&B and how AI might transform the hospitality industry.

As always, networking is also a major element of the show, and the popular Social Business Space will be hosting a range of networking sessions managed by our key event partners over the course of the two days.

Finally, this year’s event will see the return of the Business Solutions Bar, presented by HOSPA & HMA, where visitors can speak to consultants with a range of specialisms to gain bespoke advice and guidance for their hotel.

How has the event changed from last year?

We have a number of brand-new features, including an exciting partnership with LEVEN Hotels to showcase the LEVENverse and the practical applications the metaverse may have in the hospitality sector.

LEVEN Hotels will present a guided tour of the hotel and staffed interactive VR experiences with headsets, along with a talk by Timothy Griffin, Principal at Welbrook Hospitality and Co-Founder of LEVEN. Expect ambient soundscapes, scent machines, and other multi-sensory elements that will trigger your senses, elevating the overall immersion within the virtual space.

We’re also working with sustainability consultant and author, Sarah Duncan, to launch the ESG Hub, an area of the show where sustainable businesses and experts will help hoteliers learn and discover new services to make their hotel more sustainable.

This year’s event also sees an important change to the Independent Hotel Show Awards, in partnership with Preferred Hotels & Resorts, with rebranding of Hotelier of the Year to Hotel of the Year. This change marks the collective work that goes into making the UK’s best hotels truly great, and the importance of entire hotel teams to their success and innovation. It’s no coincidence that this year we had record entries for the awards, and our panel of judges had a tricky time whittling the entries down to our final shortlist.

The shortlisted hotels are available to view on our website, and the ultimate winner will partly be decided by an industry vote – so get online to vote for your favourite out of our eight finalists!

The results of Hotel of the Year will be announced at the end of the first day of the show alongside the results of GM of the Future, in partnership with The Master Innholders, which celebrates a talented rising star in the hotel sector.

Where and when is the Independent Hotel Show?

The Independent Hotel Show returns to Olympia London on 16-17 October 2023, and hoteliers can secure their complimentary trade ticket at independenthotelshow.co.uk.

AN EMBODIMENT OF GRACE

With authentic Southeast Asian hospitality at the heart of London’s Pan Pacific, in this exclusive piece, Anne Golden, VP of Operations for UK & North America, reveals how, with a myriad of dining and drinking destinations, guests are spoilt for choice. We hone into the venue’s unique tactics that ensure they remain a popular choice amongst consumers as the capital city’s hospitality space continues to grow competitively.

Pan Pacific Hotel Group is a global brand comprising close to 30 hotels and serviced suites in 22 cities across Asia Pacific, North America, and now Europe, with the opening of Pan Pacific London in September 2021, marking their global expansion into Europe. The Group strives to deliver sincere and graceful service to guests who appreciate luxurious hospitality and has a further seven development properties in the pipeline, which will launch by 2025.

Anne Golden explained how London was always going to be the destination for their first hotel on this side of the world, because of its strong links to Singapore and Southeast Asia but also because, as a city, it leads the world in the luxury and 5-star hotel segment.

“The Bishopsgate area was an obvious choice for Pan Pacific London, and it has undergone an incredible transformation in the past ten years. Shoreditch is now the place to be at the weekend, and Hoxton and East London have some of the Capital’s most exciting cocktail bars and venues.”

The Hotel itself sits within the One Bishopsgate Plaza campus, which also features 160 Luxury Apartments with sky terraces and a retail component. Pan Pacific London is spread across two buildings, one an impressive 42-storey tower, and the other a stunning mid-Victorian listed building. Anne explained how the hotel’s designers, Yabu Pushelberg, created a residential, almost country manor house feel to the Hotel: “the public areas taking inspiration from both Singapore and London.”

Pan Pacific received the award for Hotel of the Year at the 2023 Catey Awards, and Anne believes this is thanks to the venue’s unique intention of “leading through our people to bring a slice of Singapore to London, along with extending Southeast Asian hospitality delivered from the heart.”

In terms of using estimable accolades like this one in order to contribute to a successful marketing strategy, Anne explained that the hotel’s marketing strategy is developed around building desirability amongst discerning travellers, both in the UK and internationally. Anne understands that to achieve a fair market share in a saturated luxury hotel landscape, it is important to keep the hotel top of mind as much as possible.

“One way we achieve this is to use visual components of our recent accolades across multiple digital platforms, albeit our B2B or B2C social media channels, to improve engagement, or through lead generation, to support CRM activity. By doing this and more, we continue to raise our brand profile and hotel product awareness within the eyes of the consumer for their consideration in the discovery phase of where they would like to travel or what they would like to experience next.”

Guests experience warm, genuine, Southeast Asian hospitality delivered from the heart. “To this point, we have created a haven in the city to offer our guests a serene and sensory experience from the moment they arrive. Our Pan Pacific family have been recruited based on kindness, humility, attention to detail, and passion - these are the attributes that we believe make our guests feel completely at home and, without them, it is harder to maintain consistency in service”, Anne said.

Anne sees that it is this gentle style that creates an ambience of tranquillity and harmony across all guest touchpoints and a uniqueness in Pan Pacific London’s service culture, cuisine, and design components.

Pan Pacific is home to a plethora of food and beverage outlets, priding itself on choice. Straits Kitchen, the venue’s signature restaurant, is a love letter to Southeast Asia in

both its design and cuisine. The menu has been carefully crafted by Head Chef Nick Yung, and is devoted to bringing the rich and vibrant flavours of multicultural Singapore to London.

Ginger Lily, the hotel bar, is home to one of the UK’s largest rum collections, with over 150 white, gold, dark, spiced, and aged rums: “Our carefully curated cocktail menu showcases an eclectic selection of signature classics as well as innovative serves inspired by Singaporean flavours and culture”, and these are just a few of the on-site gastronomic delights.

Pan Pacific London is boasted as a luxurious hotspot for consumers, and Anne believes it is the idea of comfort ingrained which contributes to this ‘luxury’ label, highlighting that it is not about what is new, it is about what matters: “For our guests, it is about our team delivering consistency in service standards. They do this by continuously striving to maintain product quality and delivering personalised service, that resonates an emotional connection with the guest across multiple touchpoints.”

Noticing the importance of wellbeing and the role it plays in elevating guest experience, Pan Pacific London offer a unique product to guests which is SENSORY Wellbeing. Integrating fitness, nutrition, treatments and mindfulness, the hotel offers the most innovative health and wellbeing haven in London and beyond, with an impressive 1,083m² wellbeing floor dedicated to holistic wellness and featuring an 18.5m infinity pool.

Another first of its kind in the UK, the hotel has partnered with luxury children’s brand, Bonpoint, to bring a unique proposition to the SENSORY floor, offering children the chance to dip their toes into the world of wellness, honing in on the idea of ‘something for everyone’.

Continuing to pave the way for unforgettable experiences, positioning themselves at the forefront of consumers’ minds, we look forward to seeing what’s next for the venue.

@panpacificlondon

PNOÉ BREATHING LIFE, GREECE

Designed with the modern traveller in mind and consciousness at heart, Heraklion’s Pnoé Breathing Life is inspired by life itself. In an exclusive piece with the team at Breathing Life, we delve into how the shift in consumer tendencies helped to grow a magnificent venue, highlighting the elements which provide a memorable stay for guests.

Tell us about the idea behind Pnoé Breathing Life and how it was born.

The concept for Pnoé came in response to a shift in our global consciousness regarding travel, and this had a lot to do with life after the global pandemic. Consumers now search for experience, community and meaningful travel with a true immersion into location. Now more than ever, travellers want connection. Timely, holistic and experiential, Pnoé symbolises a new chapter of high-end hospitality, as it emerges as a space for inner and outer journeys: a place to reconnect with yourself and the world around you.

The venue prides itself on offering an incredibly personalised service, can you elaborate on this and the benefits it lends to the brand?

We strive to offer tailored guest experiences, something which really enables us to stand out in a competitive market. As a venue which has just 60 rooms, boasting four types, we are able to hone in on each individual booking, giving each one a heightened amount of attention. We understand that guests nowadays are looking for more exclusive and intimate atmospheres, and in line with this, upon arrival for all guests, we sit them down in our airy reception area, make the

check-in as relaxed as possible and present them with a gift from us. The gift is a token from us: an individually boxed bracelet featuring a Sea Daffodil on it, which the note explains is a Lily of the Sands of Crete and wishes guests good luck.

Wellness, incredible culinary offerings and stunningly beautiful designs are at the heart of Pnoé, can you tell us how you ensure each factor works harmoniously together to offer unforgettable experiences?

Anticipating guests’ needs is something we knew we had to do, and this meant offering a range of amenities and really executing each one perfectly. For us, a memorable stay needs an element of everything and this meant planning the use of our spaces mindfully. We’ve included holistic wellness integration, as we intend on breathing life into every moment. Our spa offers a unique wellness oasis, providing a haven for those focused on fitness and inner health, as we boast a carefully curated menu of holistic and natural treatments, delivered by seasoned professionals, to restore guests’ inner glow.

Wellness and culinary excellence are the two main factors, in our ethos at Breathing Life. They are both elements which consumers now yearn for most to be well

executed when planning an overnight stay, which is why we introduced ‘culinary wellness fusion’. This term refers to the integration of health and wellness-focused practices into the realm of culinary arts and cooking. Our culinary excellence shines through in our multiple food outlets, which we refer to as ‘gastronomic symphonies’. Recognising the demand for choice when staying away from home, we are home to Anása, Thymises by Peskesi, Aeri Pool Bar and Uranos Rooftop Bar, our food and beverage outlets, which pride themselves on culinary excellence. In each of these spaces, the synergy of design and ambience runs throughout. Upon planning for the official opening of the venue, we decided that space was everything at Pnoé, structuring time, atmosphere and energy. Inspired by the element of air, the design at Pnoé is open, spacious and breathable – a space of relaxation and natural serenity. The overall aesthetic, from the rooms all the way through to the restaurants, is drawn from traditional Cretan architecture, with an earthen colour palette creating a light yet organic atmosphere.

The main aim at Pnoé Breathing life is to create lasting memories amongst guests, leaving them wanting to come back for more, and this is all done through our unique elements of personalisation throughout.

@pnoe_breathing_life

A BREATH OF FRESH AIR

Inspired by life itself, our Editor Jade had the utmost pleasure of visiting Heraklion’s newest hotspot for the wellness-oriented consumer, Pnoé Breathing Life Resort. Able to experience all of the copious elements of luxury which make the venue phenomenal, we share an all-encompassing review piece.

This place – I feel like no words, imagery or expressions could do justice in explaining how truly magical it really is. To say that Pnoé Breathing Life is ‘a breath of fresh air’ is an understatement.

From the second I arrived at the beautifully manicured hotel front, I was utterly transported to a different world, feeling as though I was in the most impeccable trance for the entirety of the stay.

Upon arrival at the hotel’s reception, along with the wonderfully polite and friendly staff, it was the scent which

stuck out for me. The automatic SCENTLINQpro room spray which was well-hidden due to its sleek exterior gave off a really inviting, expensive yet fresh fragrance and I think that was a really lovely way to set the scene of what to expect. Visiting in June meant the temperatures were just pushing 30˚so the well air-conditioned reception space was appreciated. To complement the cool room, we were then offered a glass of beautifully cold, homemade lemonade. It sounds silly to even mention but even the way it was garnished with a slice of dry orange, mint and ice, presented on a Breathing Life branded napkin

“A venue where elegance meets luxury.”

demonstrated the level of thought what goes into the hospitality at this newly-opened establishment. Whilst the sometimes stressful task of check-in was taken away from us as the team took our passports to one side, we were surprised with a beautiful welcome gift; a sea daffodil bracelet in, again, a beautifully branded box which came with a note to say how these flowers are a symbol of beauty and bravery – utterly wonderful.

The venue is home to three types of rooms, each one a suite – Breeze Suite, Breathe Suite and Signature Suite. Ours was the Breeze Suite, complete with our very own private pool area. The room’s interior was a real mix of industrial, luxe and comfort I would say – offering a large mirror which doubled up as a TV which was an interesting touch. In my opinion, there’s two welcomes at a hotel –the one you get at the reception and the one you receive upon entering your room. Presented with fresh fruit, a trio of beautifully displayed desserts, a bottle of wine and a note on the TV – both of our welcomes exceeded our expectations.

My first thought whilst exploring the room and its amenities was how true to life the place was. I’d spent numerous hours depicting the website, exciting myself at what to expect not knowing how it would appear in real life. There’s been occasions when the picture which has

been painted was different online but I almost feel like it was under-done on the site which I loved, because we were then even more in awe as we watched the place unfold as we scaled the premises – a great marketing technique or just simply unable to show off the venue’s beauty in full capacity until it’s seen with the naked eye, I’m not sure.

Marketed as a venue where elegance meets luxury – I couldn’t put it better myself. Whilst sitting beside the hotel’s main pool it was impossible to escape the aura of pure calm. We experienced the hotel’s label of ‘gastronomic symphonies’ as we tried refreshing picks from the menu at the Aeri Pool Bar, before heading to the on-site Peskesi restaurant for lunch. In Hotel Magazine we often speak about the benefits of partnering with well-established brands and how it can elevate a guest experience, well, I don’t think you can get more reputable than one of Heraklion’s most famed restaurants. The fine dining Cretan restaurant had an idyllic setting, looking over the pool and paired with its earthy tones, wooden and stone details along with delicious food – I would visit again just for that alone!

Making sure to try out each element which quite literally breathes life into this place, I loved the fitness centre which was kitted out with state of the art facilities throughout. Although small, they have managed to include everything a

guest might need, including fridges with small ice cold face towels for post-workout! With the hotel industry becoming a competitive one when it comes to spa and wellness, due to the ever-growing consumer demand I understand that venues may feel challenged when thinking of ways to stand out. Well, it seemed that wasn’t the case for Breathing Life. The attention to detail throughout was breath-taking, but the stepping stones pathway which led to the different areas which lay on a bed of water was a top-drawer focal point for me. I headed to the relaxation room upon waiting for my treatment where I was made to feel utterly zen. I loved the option for a couples massage, which is what myself and my partner had… albeit I soon forgot he was there as I was transported to what felt like another planet during the 60 minutes of pure bliss whilst I had a full body massage. Complete with a waterfall pool area and Himalayan salt stones, when inside the spa area it felt like I could be anywhere in the world, as you almost forget what lay past the doors.

On our final night after soaking up every inch of beauty at Breathing Life we had a stroll to the beach, which confirmed the venue really does have it all. Perfectly situated away from the hustle and bustle but partnered

exquisitely with absolutely everything a consumer would need, it’s clear the thought that went into the sculpting of this place. It made me feel like you can almost choose to open an overnight stay venue wherever you want, just as long as your pair it with impeccable facilities, sublime staff and great food – you’re on to a winner because the location feels like it really could be anywhere.

Heading up to Uranos Rooftop Bar as the sun was setting was a magical moment to take away with us. We sat gazing over the sea, watching planes coming into land as we enjoyed cocktails and some of the best sushi I’ve ever had. In the bar is where modern comfort meets wood detailing and lush verdant gardens, highlighted by atmospheric fire pits which really added another dimension as the sun disappeared.

Upon departure, although sad to be leaving such a stunning part of the world, the exit was made a little lighter as the team approached me with a leaving gift – a bottle of Breathing Life’s very own homemade olive oil in a personalised bottle along with a local homemade honey infused with oregano. If that doesn’t ooze exceptional hospitality, I don’t know what does.

Pnoé Breathing Life, a force to be reckoned with.

DISTINCTIVE LUXURY

In an exclusive interview with Dino Michael, Senior Vice President and Global Category Head of Hilton Luxury Brands, we delve in to the unique guest experience and traveller that is expected between the three brands of the luxury collection, whilst Dino also shares his expectations for the hospitality industry in years to come.

Hilton has a plethora of unique brands to suit every budget and occasion, three of these are the Hilton Luxury Brands, how do they differentiate from others in the collection?

Hilton’s luxury brands make up 90 properties in over 80 countries around the world and growing. Whilst our three luxury brands are distinct, they are defined by a commitment to anticipating and delivering what luxury travellers want most – unique experiences, unparalleled hospitality, and intuitive, personalised service in the world’s most soughtafter destinations.

What experience can a guest expect from a Hilton Luxury Brand?

This really depends on which of our three brands you are visiting. If guests are staying at a Waldorf Astoria Hotel, they can expect classic elegance, personal service, culinary excellence and the hotels will always be in landmark locations wherever they are in the world. Our Waldorf Astoria Hotels & Resorts are in destinations like Amsterdam, Berlin, Rome, Kuwait, Doha and Edinburgh.

At our Conrad Hotels & Resorts, guests will see bold design, have the opportunity to enjoy impactful experiences and see carefully curated art. We love to inspire at our Conrad Hotels & Resorts and this might be through exclusive experiences, such as a guided tour of the Conti Vecchi salt pans (the most important saline plant in Sardinia) at Conrad Chia Laguna Sardinia.

LXR Hotels & Resorts is our newest luxury brand, but it’s mighty. Guests will find intriguing hotel design which is full of stories, for example Mango House Seychelles, LXR Hotels & Resorts in Mahé is located in the former family home of a photographer and is full of character. Guests will also be able to experience bespoke individual service, with the idea that LXR really focuses on each guest’s individual interaction with the hotel, as well as celebrating the

characters and culture of the local areas around the hotels to take guests off the beaten path to really discover an area. Across all three brands we also have an overarching focus on the stay occasion - our luxury brand hotel teams are experts at catering to our guests’ needs with a focus on their reason for staying there.

In terms of marketing, what target audience does the Hilton Luxury Hotels aim to appeal to?

At Hilton, we know that there is not just one type of luxury customer, there is no one size fits all. We are also lucky that we can target a range of audiences through our three luxury brands.

Our Waldorf Astoria brand offers a contemporary classic hotel, appealing to guests looking for sophisticated and effortless luxury. Our Conrad hotels are design-led, appealing to conscientious curators looking for the next generation of luxury. Lastly, LXR is much more about appealing to the independent traveller.

Each brand has its own depth, and we are focused on carefully setting each one apart by highlighting the nuanced differences, specific brand touchpoints and product cues. We constantly fine-tune the brand positioning to ensure we have target consumers for each brand and that we are meeting their needs.

As well as this, we ensure that our luxury brands have a broad appeal to guests looking for a luxury break to treat themselves, for example celebrating, taking multi-gen trips with family or visiting for special occasions. During these trips families and individuals are looking for hotels and resorts that were designed with them in mind, with spaces

for them to spend quality time together, and educational and cultural kids’ clubs for families.

From an expert point of view, what are the main changes you expect to see from the hospitality landscape in the coming years?

We’re noticing that guests are looking for deeper and more engaging human experiences and connections in their travel. We’re also noticing that luxury travellers want to be really taken care of, more so than ever before. Everything is in the detail and we must ensure that we are going above and beyond to make our guests feel special.

Wellness is getting bigger and bigger, and now guests are wanting to return from their holidays feeling refreshed, relaxed and rejuvenated - whether it’s community-led experiences, a fitness activity or time in the spa, we want to make sure that all our guests have the best experiences on offer at each of our brands to make sure that they go home feeling great. This is something that we are continuously building for each of the luxury brands.

Sustainability will continue to be a big theme that is no longer a trend but a way of life. Our Hilton Luxury brands are committed to making an impact through travel, giving back and preserving communities. This might be through state-of-the-art technology such as the implementation of a vertical hydroponic farm at Conrad Abu Dhabi Etihad Towers. Or at Waldorf Astoria Edinburgh - The Caledonian, Chef Mark Greenaway has launched the 100 Mile Menu at Grazing which shines a light on Scotland’s most unique and delicious summer ingredients.

Hilton.com

“Each brand has its own depth, and we are focused on carefully setting each one apart by highlighting the nuanced differences, specific brand touchpoints and product cues.”

THE RELAIS HENLEY

Positioned on the River Thames in the historic market town of Henley, you’ll find a 16th-Century coaching inn, which has evolved to a waterside retreat. We share an exclusive interview with Marc Buxey, Group Director of Sales of Relais Retreats, as he shares the importance of location and benefits of joining an esteemed collection like PoB hotels.

Please introduce us to The Relais Henley and the inspiration behind the venue.

The Relais Henley is a stylish, waterside property in the heart of the historic market town of Henley on Thames. The forty room hotel is a heritage building that has been elegantly and sensitively restored by international hotelier, Grace Leo and her team. Every aspect of the hotel has been elevated and infused with international levels of hospitality, whilst remaining warm and welcoming. Staying at The Relais Henley feels like staying at the special home of a cherished friend - guests will feel at home whilst enjoying the deeply comfortable bedrooms and delicious food and drink at the

hotel’s various outlets including The Clipper Restaurant, serving brasserie-style cuisine, the Deli, for fresh coffee and pastries on-the-go and Quaterdeck Bar for local craft beers and artisan gin. For meetings and events, The Palm Court, is a stylish and versatile room that provides an inspirational backdrop to any occasion from boardroom meetings to cocktail receptions.

Who is the target audience and how have you replicated this throughout the venue?

The Relais Henley is ideal for senior leadership meetings and smaller conferences, offering an intimate exclusive feel with

the technology and service required to meet the demands of our client base. The pharmaceutical, finance and automotive industries are key industry sectors for the hotel and The Relais Henley has delivered numerous exclusive events with clients taking all 40 bedrooms and meeting spaces for an inspiring waterside offsite event.

Although renowned as a waterside escape, the venue is located just 25 minutes from Heathrow Airport, was this an important aspect when choosing this venue for The Relais brand?

Finding locations that are inspiring and evocative, whilst also being accessible, is definitely part of our brand positioning. Henley on Thames is a short distance from London, easily accessed by rail and is also conveniently located from London Heathrow which makes it a perfect gathering place

for international businesses and travellers. It also offers a refreshing change of scene for companies to host meetings and events in such a culturally rich location instead of some of the ‘blander’ options out there.

You are a PoB Hotel, what does this mean for the hotel’s standards and how does this affect your marketing strategy?

PoB provides small independent hotels like The Relais Henley with access to more expert resources and knowledge sharing. As a part of the collection, we also benefit from their marketing reach. It helps us stay connected to industry trends and insights which can inform our sales and marketing strategies.

www.therelaisretreats.com/henley

BEING SOCIALLY AWARE

The transformative power of social media in the hotel industry and how to capitalise on it effectively.

The transformative power of social media in the hotel industry is undeniable. Social media platforms have revolutionised the way hotels connect with their target audience, engage customers, build brand loyalty and ultimately drive business growth.

There are a multitude of ways to effectively capitalise on this transformative power and developing high-quality, visually appealing content that showcases your hotel’s unique features, amenities and experiences is a great place to start.

Using visual content is essential for brand visibility as Mark Durber, Marketing Manager at Clockwork Marketing, said: “you can capture a feeling much quicker through graphics than using words.”

Mark explained how if your images aren’t visually appealing, chances are people won’t bother reading what you wrote in the captions. He used a unique analogy: “Imagine your Instagram profile as a fancy wall in a hotel. If a photo isn’t good enough to hang there, then it’s not good enough for your ‘gram.” Instagram users have become

habitual ‘scrollers’ due to the saturation of imagery on their feed; that’s why your content needs to be so captivating that it stops them in their tracks.

With a number of social platforms available, it’s important to use the one or ones which are most suited to you. In order to make this decision, Mark believes you should consider who your guests are: “this will determine the appropriate social media platform you can use to reach them.”

In the opinion of Mark: “for professionals and business events, LinkedIn is a suitable choice. For promoting regular events, offers and general news, Facebook is a good place to be. However, for hotels, the most crucial platform is Instagram. Here, you can captivate guests visually through storytelling and present your property as the ultimate destination. Use stunning imagery that enables viewers to envision themselves living out their travel dreams at your hotels and encourage them to share their experience with friends.”

Social media prize draws and giveaways are ideal for boosting your followers and expanding your email lists,

however Mark advises avoiding competitions, as this incites some level of skill and competence to win.

“Keep it simple with prizes like hampers, gift vouchers, or afternoon teas to encourage engagement and sharing with friends. Consider offering an overnight stay giveaway to generate even more excitement”, Mark added.

As the digital landscape evolves, as does consumer’s approach to booking and making reservations. The research process has radically transformed, in light of multiple platforms. Consumers no longer go through a linear travel planning and booking process, instead they are inspired and collect information over a longer period before progressing to booking forms. Because of this, Vicki Mozden, Brand Marketing Manager at Clermont Hotel Group, believes: “a consumer’s experience of a hotel’s social platforms must successfully communicate personality, diversity, mood and entertainment.”

This shift also means that the guest experience no longer begins when they step into the hotel lobby, it starts online, with pre-booking starting once the research around the place and hotel begins. Last minute cancellation rates are at an all-time high as consumers heads can be turned on social media right up to the last moment.

“Brand building and adopting a soft commercial content approach is key. Entertaining audiences with engaging

content that showcases the personality of the hotels is also crucial. It’s not just about vanity metrics of followers and likes, but a sustained and consistent sentiment that leaves guests with a sense of positive anticipation about their future booking”, said Vicki.

Along with capturing and creating visually attractive content to tell the story of the hotel, Vicki sees the importance in consistent branding to leverage social media platforms successfully.

Vicki continued: “it is important that this is reflected across all platforms, through visual aspects such as logos and colour schemes, but also messaging and tone of voice. For example, when responding to feedback, positive or negative, it is essential that a consistency of tone is clear throughout. Responding to all reviews swiftly and with a tone of voice that reflects the personality of the hotel, shows guests are truly valued and their opinions matter –placing the guest in the forefront of communications”.

By implementing these strategies and staying consistent, hotels can significantly enhance their brand awareness and visibility in the hospitality market, attracting more guests and building a loyal customer base.

With TikTok gaining popularity, particularly amongst Gen-Z audiences, hotels targeting a younger demographic can leverage TikTok to showcase creative and fun aspects

“Keep it simple with prizes like hampers, gift vouchers, or afternoon teas to encourage engagement and sharing with friends.”

of their property, events, and amenities.

In line with this, Vicki also sees that it’s essential to choose platforms that align with your hotel’s brand identity and objectives, while also focusing on platforms where the target audience is most active: “consistency, engaging content and active interaction with followers are key to building a strong social media presence and connecting with the hotel’s target audience effectively.”

Social media can be used within hotels to help drive more direct bookings and this can be done through implementing several strategies that can encourage potential guests to book directly through the hotel’s website or reservation system.

Hotels can create exclusive offers and promotions for social media followers, such as discounted room rates, free upgrades, or added amenities. Vicki explained how limitedtime offers and special deals can create a sense of urgency, enticing users to book directly.

“Hotels can also look to create exclusive offers through their F&B offerings which can bring new guests to the hotel and potentially encourage them to return. For example, The Terrace at The Royal Horseguards Hotel launched an initiative encouraging guests to raise a glass of complimentary champagne to the Summer Solstice at an exact time on a specific day, which led to an increased number of bookings for The Terrace and engagement across social”, added Vicki.

By encouraging guests to share their experiences displays authentic feedback through the guests’ eyes. Hotels can then engage and repost the content on its own channel, to demonstrate to followers and future guests, what their own experience could look like.

In recent years, influencer marketing has skyrocketed and within an industry like the hospitality one, harnessing the work that these individuals do can be hugely beneficial in gaining traction for your venue.

When looking to collaborate, Vicki highlighted the importance of choosing those which align with your target audience and values. Influencers can be used to showcase their experiences at your hotel, leading to increased interest and encouraging followers to want to enjoy a similar experience for themselves: “If it’s possible to utilise the Collaborator Function with your chosen influencer that also increases reach and engagement”, Vicki said.

Brand partnerships can also help to introduce your hotel to new likeminded audiences, for example a recent collaboration between a London based riding school and The Royal Horseguards Hotel to offer a free riding lesson to competition winners rewarded the Royal Horseguards Hotel community, and created some eye-catching quirky content. It was also a chance to introduce the hotel to the riding stables online community.

At the Lime Wood Hotel, the marketing team uses social media to create regular and engaging content with up-todate information to reach guests and showcase any new features or offers.

Lottie Kennedy, Marketing Manager at Lime Wood Hotel explained: “We aim to use consistent branding across all social media platforms as it is vital to create brand awareness and the use of trending hashtags and topics helps to keep content relevant. Collaborating with a select and appropriate group of influencers and brands has

proven a great way to increase reach to new databases, through the likes of incentivised engagement such as giveaways and competitions to attract new followers.”

Creative social media campaigns or challenges are often helpful to engage audiences whilst creating a ‘buzz’.

Lottie sees that influencer takeovers on Instagram are a really good way to create different content, with the inclusion of behind the scenes sneak peaks and virtual tours of the hotel and facilities: “mixing up the content posted such as Instagram stories, reels and multiple picture posts can also be a good way of increasing engagement levels”, she finished.

Lime Wood regularly partners with brands that are both used in the hotel and stocked in the Herb House Spa shop ‘Curated’ to ensure that brand alignment is consistent throughout all aspects of the hotel, including its social media.

With ever-changing consumer demand, the hotel industry is under constant pressure to continually evolve, which is why it’s vital for hoteliers to keep up with trends to ensure they are providing guests with the

best possible experience. Importantly, social media has become an integral part of the hotel industry and is playing a significant role in shaping the guest experience and influencing bookings.

With 60% of 18–34-year-olds saying they would visit a hotel’s social media page before booking their next stay, hoteliers have significant opportunity to use this to their advantage, leveraging these platforms to increase brand awareness, and drive bookings and the use of on-site F&B, all of which help drive revenue. But how can hoteliers capitalise on the social media opportunity effectively?

We know from our previous research into booking habits that when it comes to bars and restaurants, booking via social media is becoming more and more popular. In fact, a third of consumers currently use social media to book tables in pubs, bars and restaurants, rising to more than half (53%) of 18 to 24-year-olds. And there is no reason for us to think that this demographic will behave any differently when it comes to hotel reservations. In fact, our latest GO Technology report ‘What Guests Want From Hotels in 2023,’ revealed that 43% of them agree that a button to book a hotel directly from social media accounts would make their booking journey easier.

Stewart Moss, Managing Director of High Level Software, part of the Zonal family, explained how this underlines a need for hoteliers to utilise their direct booking technology as part of their social media activity.

“Venues who utilise their tech to set up social mediaspecific booking links that can be included on the hotel’s social media profile, or within a post, will be able to send users directly through to their booking engine where live rates and availability are displayed, creating an easy booking journey for guests from their preferred social platform and allowing the hotel to tap in to a new pool of potential bookers. This can also enable hoteliers to more effectively utilise social media-specific promotions to entice customers onto their website and book direct, helping to drive additional bookings and revenue”, Stewart added.

Stewart explained how we already know that 78% of consumers either expect or would like to receive personalised discounts and promotions, and social media, if used correctly, can be a powerful tool in promoting these offers to encourage footfall and bookings.

“Echoing this, our recent hotel research found a whopping 83% of guests say a discount on a future visit would encourage them to visit a hotel again. Therefore promoting offers, for example, a 2-for-1 offer on cocktails in the hotel bar ahead of a key calendar occasion across social media, or offering customers a chance to win a free meal as part of a social media campaign, will not only drive customer engagement, but likely encourage repeat visits.

“Furthermore, in our GO Technology report we recognise that guests will make hotel bookings via third-party booking sites, with three in five (60%) of those who have visited in the last six months saying they do so. However, with this kind of booking model hoteliers cannot access guest data and therefore, are unable to use this information to deliver bespoke experiences to customers or entice repeat bookings. One way to overcome this is for hoteliers to use their social media platforms not only as a tool to drive awareness, but to demonstrate their knowledge of the

local area, as well as establish sentiment and trust amongst consumers” added Stewart.

Hoteliers would benefit from ensuring social media forms part of the overall marketing plan and adds value. Getting this right will entice customers to stay and encourage them to book directly, rather than via an OTA. Once a guest has booked directly, the data you have at your disposal is key in keeping them engaged through direct marketing.

“It’s clear from our research that leveraging the power of social media is crucial for the hotel industry. By capitalising on platforms such as Facebook, Instagram and TikTok and using these channels to encourage direct bookings where possible, hoteliers will be able to provide an exceptional experience from searching, to booking, right through to check out and encourage repeat visits”, Stewart finished.

Ultimately, those hoteliers who adjust their marketing and operational mix to not think about social media channels solely as a shop window, but rather as a tool to drive bookings and revenue, will reap the benefits and gain an advantage in an increasingly competitive market.

Design Pod - Hotel Designs

Discover the influences that shaped design and architecture within hotel environments. Host Hamish Kilburn is joined by leaders and influencers to explore their careers and how their designs are formed, sharing their opinions and challenges within interior design.

Length: 30 - 45 mins

Listen if… you have an interest in interior design.

Hospitality Mavericks

Uncovering what makes hospitality leaders tick, Michael Tingsager is joined by industry mavericks to understand how they do things differently. From building business to leadership, guests come from all walks of life including hotels, food and beverage, technology, wellness, and HR.

Length: 40 mins - 1hr 15mins

Listen if… you are seeking inspiration for tricky challenges.

The Hospitality Leadership podcast

Gain awareness and improve your leadership skills with Andy Jones, as he explores the unique challenges of leading a hospitality business. A mix of solo hosted episodes and guest speakers, presenting actionable strategies for success whether leading a hotel or managing a restaurant.

Length: 20 mins - 1hr 15mins

Listen if… you want to feel inspired.

Travel Market LifeHoteliers’ Voice

Featuring senior leaders from both global brands and independent hotels such as Accor, Red Carnation and RBH Management. Host Ryan Haynes looks at technology, digitalisation and innovation in hospitality. Get to know the decisions behind the strategies and the impact on staff, guests and hotels’ business.

Length: 20 mins

Listen if… you like to hear from your peers about strategy.

Hospitality Meets....

Exploring the journeys of people in hospitality, host Phil Street speaks to a cross section of the sector, from entrepreneurs to chefs, hotel general managers to engineers, and financiers. This podcast showcases the diversity of opportunity within hospitality. Join Phil for a dose of inspiration, insight, and humour.

Length: 50 mins - 1hr 20 mins

Listen if… you want to learn more about how the industry works.

All can be found on Spotify and Apple, along with other leading podcast providers such as Google and Soundcloud.

‘I’m All Ears’ - Ryan Haynes, Lead Consultant at Haynes MarComs, shares his expertise on the best industry podcasts,offering advice and ideas to elevate hospitality businesses.

Hospitality beds from the world’s most trusted sleep brands

At Silentnight Group,

UK’s most trusted

We’re proud that Silentnight is the UK’s most trusted bed brand as voted for by the British public and a Superbrand for the 15th year running. This is a huge achievement and we’ll continue investing, innovating and producing quality products to make sure we continue leading the way.

First class customer service

Our knowledge and expertise can guide clients every step of the way, whether that’s helping with a full consultation process or simply dropping off your beds! Just let us know and we’ll be here to help.

For more information visit Silentnight.co.uk/hospitality

Committed to sustainability

We’re dedicated to having a positive impact on the planet and know how important this is to our hospitality customers and their guests. We will always ensure our products and service are created and delivered in a responsible and ethical way.

Backed by science

We understand the science of sleep and the importance of getting a good night’s rest. Our in-house sleep scientists are continually researching and innovating to make sure your guests get the sleep they need to start the day right.

Handmade in the UK

As a group we product over 800,000 mattresses per year and have 100 years of heritage behind us. We’re extremely proud that all our products are made in the heart of the UK.

we are on a mission to help everyone get a great night’s sleep in the world of hospitality.

MAKING THE MOST OF IT

In the opinion of EmmieB, Owner of EmmieBMarketing, a social media marketing consultancy and a UGC Content Creator, hotels are missing opportunities by not communicating effectively with their content partners and rushing collaborations. In this insightful piece, Emmie shares a guide on how to successfully harness user-driven content, sharing invaluable tips she has learned along the way.

Are your guests in “dreaming” or “booking” mode? Either way, User Generated Content (UGC) will be there piquing their interest or helping them decide whether or not your hotel experience is really for them.

If your hotel is not harnessing the power of UGC you could be missing out. From big influencer campaigns, to guests sharing their experiences, there are many opportunities to utilise this trusted “word of mouth” style marketing.

Let’s be clear; there are different types of UGC and choosing what is right for your venue is the first step to succeeding.

Influencer – often the content will feature the ‘influencer’, it is less likely to be in your brand style but it will be good quality and is ideal for brand awareness and sales conversions.

UGC Content Creator – created specifically for you to promote your business, this type of content will be highquality but will also offer an insight into the guest experience you might not have thought of. This is ideal if you find it hard to keep up with posting interesting and engaging content on your socials.

The General Public – this will often be lower quality but is ultimately viewed as the most trustworthy and should not be overlooked. Creating prompts, ‘Instagrammable’ situations, rewards and incentives to post can increase the quality and frequency of this UGC being shared.

When working with Influencers and UGC Content Creators, communication and collaboration is vital. They want the campaign to work as much as you do, so agree on the goals and deliverables beforehand and work cohesively to get the best results.

Before The Stay

1. What are your marketing goals? Work out whether you want to increase brand awareness, make more sales or improve the content on your own social media pages.

2. Choose who you work with based on what you want to achieve. Look at the quality and style of their content before agreeing on a collaboration.

3. Decide if you would like your chosen collaborative partner to ‘create magic moments’ or report on the stay as they find it.

4. Look at your bank of content, decide if anything is missing and then you can ask for specifics. Do you need drone shots or family pictures to show off the family rooms?

During The Stay

1. Give them time! Under 24 hours (1 night) is difficult to set up and film scenarios with unpredictable weather and lighting. It is more cost-effective and will give you better ROI to have one content creator to stay for two nights with a longer list of content deliverables.

2. Show the content creator around and share the hotel’s

story to provide some background. Offer extra services, experiences and access to facilities so they can get the full picture. Show off a bit, they want to show you off!

After The Stay

1. Collaboration posts – ensure you tell creators you’d like them to co-author. These will appear on the content creator’s and your page. These are great if they suit the aesthetic of your profile as they will leverage both audiences and increase your reach (brand awareness). Be sure to agree when these will go live to avoid any posting conflict.

2. Negotiate multiple posts in different formats as part of the agreement to maximise the ROI.

3. Be sure to get the content sent back to you so you can repurpose it at a later date to save time and money in the long run.

EmmieB has worked with global hotel chains to independent hotels on creative, impactful campaigns follow @emmiebmarketing and @emmiebhungry or contact emmieblower@emmieb.com to discuss further how UGC could benefit your hotel.

“Negotiate multiple posts in different formats as part of the agreement to maximise the ROI.”

MEANINGFUL MARKETING

The sum of the parts is greater than the whole when it comes to digital marketing by Daniel Twigg, marketing strategist at Clockwork Marketing.

In the past, the accepted adage when promoting a product was you need to tell people something three times before they remember it. Whether a marketing message in editorial, a brand logo on a TV ad or any other marketing promotion, you’d need to see or hear a message three times.

Now it’s estimated that’s at least seven times before we get the message, recognise the logo or remember the brand. A Microsoft study investigating the number of exposures required for audio messages found between 6 and 20 were optimal.

When marketing your hotel to boost bookings, this has big implications in terms of your choice of digital marketing channels and as the number of channels continues to expand.

Data insights benchmarked

At Clockwork Marketing, we’re able to see which digital marketing channels mostly work best for hotels across the country.

We know the top three channels which, in most cases, drive greatest website traffic and drive most conversions:

1. Organic Search

Organic search or people typing into Google what they need eg “best independent boutique hotels in London”, is generally what drives most new users to hotel websites and converts bookings.

Well executed and ongoing Search Engine Optimisation is essential to ensure your hotel is on the first page of Google.

2. Pay-Per-Click (PPC)

A shortcut to getting in front of new users is PPC, or the sponsored search results that we see at the top of the results page when we search Google.

PPC is paid for and is definitely worth using during the shoulder seasons, but in our experience, can also significantly boost your new users and unique purchases when used on an ongoing basis.

3. Social Advertising

In the past, promoting your hotel on Instagram or Facebook worked organically, without the need for paid advertising but now a monthly budget is needed to ensure your posts or ads reach a wider audience.

We can see that the bigger the budget, the more potential guests sent to hotel websites.

Conversion Paths

If set up correctly in Google Analytics (GA4), “Conversion Paths”, shows all the journeys that people take to visit a hotel’s website and the different channels they use through to purchase.

For example, when PPC is used on an ongoing basis, we can see from the data insights that more unique sales are made, than when it is not. But we can also see that, as well as using PPC, people will often visit the site via organic search or direct as well, at different times, during their journey to final purchase.

This is why using these channels together is greater than the sum of the parts. It’s rare that one channel is solely responsible for the purchase, in the same way we have to see or hear things multiple times before we take action. www.clock-work.co.uk

UNFORGETTABLE INDULGENCE

ADA Cosmetics showcase the opportunity to elevate the guest experience with hotel cosmetics that have it all.

Within the hotel bathroom guests enjoy a realm of utmost privacy. Nourishing, high-quality hotel cosmetics contributes a lot to wellbeing and are essential for esteemed residents crafting an unforgettable experience. With a sense for excellence and appreciation guests crave, not only for thoughtfully curated brands and designs: they value consciously selected products that are hygienic, safe and most sustainable. Offering a profound understanding of skin expertise and a renowned brand collection, ADA Cosmetics is also

proudly the sole manufacturer boasting the renowned Cradle-to-Cradle certification across their entire product portfolio. An exquisitely curated skincare collection empowers each hotel to handpick amenities that flawlessly mirror their unique identity.

With high-quality body care products and innovative dispenser systems, ADA Cosmetics set new standards for hotels. For more than 40 years, with over 30,000 customers worldwide, the company has been passionately developing cosmetics and amenities for bathrooms and spa areas.

With its patented membrane, the Smart Care+ is the world’s most hygienic dispenser system.

Unique fragrance meets exciting design in the new Soapsmith Guest Collection from ADA Cosmetics.

New exclusive brands and collections

The renowned house of brands is unique to ADA. The latest additions to the outstanding product range include the new Amouage Anchorage Collection that reveals the essence of Oman and is inspired by its lunar landscapes and solar seas. This finely crafted composition showcases a sophisticated trilogy of ingredients – rose, frankincense, and ambergris – that have defined the Omani high perfumery house since its inception. Exclusive to a new hotel amenities line from ADA Cosmetics, the signature scent shapes a noble guest collection destined for luxury hotels around the world. Available on demand or by invitation, these opulent hotel amenities offer a truly elite experience to every guest.

Bold, daring, urban and soulful – the new Soapsmith Guest Collection offers immersive sensory experiences. Firmly rooted in the streets of London, Soapsmith invites hotel guests to enjoy a taste of sensory luxury, while adding a vibrant design element to modern and traditional bathrooms alike. All of the products are fragranced with Soapsmith’s bestselling and original signature fragrance, Hackney. Fresh notes of bergamot, rosemary and geranium represent summer days on Hackney Marshes, while a base of sandalwood, amber and musk is reminiscent of the surrounding urban city. The Soapsmith hotel collection unites an outstanding fragrance with bold and colorful design. As such, it is destined to be the choice of boutique and luxury hotels who seek to offer their guests a distinctive and memorable stay.

Haute perfumery, beautiful design, and a sustainable approach unite in the new and exclusive Chopard Miel d’Arabie Collection. Fragranced with Chopard’s intriguing and unforgettable scent, this ultra-luxurious collection will inspire and delight discerning hotel guests around the world. Warm, inviting and sensuous, Miel d’Arabie is an amber fragrance for women and men, with notes of pink pepper, pomegranate, spices and tea, textured with the floral and balsamic aromas of an exceptional Provence honey extract. This exquisite collection unites the highest quality and beautiful aesthetics with a sustainable approach throughout. The exclusive Miel d’Arabie Collection is available to luxury hotels, on demand or by invitation.

The ultimate shield: maximum hygiene with revolutionary patented advancements

Discerning travellers expect not only beauty, but also impeccable hygiene and maximum safety. Smart Care+, ADA’s latest dispenser innovation, comes with a patented membrane technology and a new Safe Lock Seal in bold magenta, providing visual proof that the dispenser has neither been opened nor manipulated – making it the world’s most hygienic dispenser system.

In contrast to pump dispensers, Smart Care+ guarantees no dripping, no back contamination, and no wear-out effect. With this patented technology, absolutely clean dosing and hygiene is assured. The hygienic superiority of Smart Care+ is recognised by a renowned independent hygiene institute, the Rhine-Waal University of Applied Sciences in Germany. Scientific analysis carried out by the institute found zero bacteria inside Smart Care+ dispensers.

Compatible with a wide variety of different brands, Smart Care+ is also individually customisable to match a hotel’s

Delicate textures, indulgent fragrances and nourishing formulations create unforgettable beauty moments.

identity. The dispenser can be 100% emptied, while the mono-material PP bottle and cap ensure easy recycling. In addition, the unbeatable rapid cartridge exchange of just five seconds supports highly efficient housekeeping.

Conscious choices

Setting new standards for sustainability in hotel cosmetics, ADA is the first and only hotel cosmetics manufacturer whose entire product portfolio is Cradle to Cradle Certified® Silver. Based on scientific criteria, the Cradle to Cradle Certified Product Standard is one of the most ambitious sustainability certifications in the world. Products that receive this award must satisfy an independent third-party assessment centre in five categories: Material Health, Product Circularity, Clean Air and Climate Protection, Water and Soil Stewardship, and Social Fairness.

Every single product from ADA’s wide variety of brands is created with care, commitment, and a lot of passion –from the selection of raw materials to the packaging – and enables travellers to make conscious choices, trip by trip. ada-cosmetics.com

MAXIMISING PROFITS

Who is HotelPartner?

Dating back to 2006, the Swiss company HotelPartner has been at the forefront of revenue and distribution management services across Europe by focusing on their core values of optimisation, success and security. Their proven track record across hundreds of hotels, has earned them the reputation of a trusted and reliable partner who empowers accommodation providers to optimise their profitability, while supporting hoteliers with their long-term strategic security.

But what is the TET-Synergy?

Simply explained, the TET-Synergy combines the three core elements needed for successful revenue management and distribution, all from one source:

Qualified Teams – with multiple years of experience that ensures long-term optimised performance and strategic security. Content management for optimal online placement, implementation and onboarding for seamless technological integrations and on-going support through dedicated portfolio managers.

Proven Expertise – of optimising hundreds of hotels throughout various destinations, ensures reliable knowledge and seamless know-how transfer to secure your competitive advantage through continuous optimisation in efficiency and strategy.

The Use of Leading Technology – is applied for your decisive competitive market advantage and constantly optimised to maximise performance. The HotelPartner Performance Platform is a sophisticated revenue management system with an integrated channel manager, complimented with various other tools such as business intelligence, rate shopping, data reporting, front and back office tools as well as a optimal web booking engine, all tailored to meet your individual requirements.

Robert

Holland, Managing Director of UK & Ireland

at HotelPartner stated:

“Revenue management is inherently a complex field that requires a unique set of skills and expertise. At HotelPartner, we understand the challenges faced by hoteliers in optimising their profitability. This is why our TET-Synergy offers a comprehensive solution that combines qualified teams, proven expertise, and the use of leading technology to navigate this complex landscape. We empower our partners to take control of their profits, optimise operations, and achieve long-term success in the hospitality industry.”

A Trusted Partner for Your Sustainable Future

As the industry continues to navigate unprecedented challenges, HotelPartner remains a steadfast ally, ready to help accommodation providers unlock their full revenue potential. Their comprehensive suite of services, unrivalled expertise, and proven track record make them the goto revenue management partner for forward-thinking businesses. hotelpartner-ym.com

As HotelPartner Revenue Management expands in the UK market, with their innovative TET-Synergy service solution, the opportunity for hoteliers to maximise their profits and counter industry challenges is now more promising than ever, and we share all the details.

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DESIGNED FOR THE FLASHPACKER

Cook’s Club El Gouna, Egypt is fondly known as the ‘Flashpacker hotel’ of the city, It’s a chic, upmarket, adults-only oasis, perfect for socialising and taking in the Egyptian sun, nestled amongst crystal water lagoons.

As a part of the Cook’s Club collection, the hotel is purpose-built, designed for the new generation of travellers. General Manager, Ahmed Ali, explained how they have created a space where socialising lies at the core, in line with the growing demand for entertainment at hotels: “The lively atmosphere around the pool all day long is led by our resident DJ and our weekly pool parties, bringing guests together and creating a sophisticated yet fun ‘Mediterranean’ lifestyle in a Red Sea, adults-only setting.”

The hotel’s architecture interweaves contemporary earthy grey tones and rustic wooden features with Arabic influence – creating a minimalist, yet elegant and luxurious relaxed beach setting, which blends seamlessly into its sandy surroundings and private lagoon beach. In the venue’s 144 bedrooms, you’ll notice a contrast to this darker minimalism, where warmer tones reflect the Egyptian culture that El Gouna is set amongst.

In line with the industry’s advancements in technology to elevate the guest experience, Cook’s Club El Gouna has utilised an eWallet system, which serves as a guest’s room key and their balance card which they can use to spend or redeem cash from at the venue.

When asked, what makes Cook’s Club El Gouna stand out, Ahmed highlighted the importance of the hotel’s prime location, “…making it a year-round paradise for wind and kite surfers, as well as an excellent snorkelling destination for those wanting to explore Egypt’s worldclass coral reefs.”

The venue also targets travellers looking for a relaxing break, where the promising sunshine in the winter months makes it the perfect mid-haul destination for guests seeking a winter escape without the typical price tag or jet lag associated with these trips.

“Furthermore, many airlines offer affordable daily flights to El Gouna from cities across the UK, making the

destination even more appealing for the UK audience,” added Ahmed.

In Egypt, tourism is a main pillar of their economy, with many travellers seeking the year-round sunshine it provides. Ahmed explained that Egypt’s visitor numbers reached 11.74 million last year, the beautiful natural scenes and rich history being a large part of the country’s appeal: “Egypt’s history is another key part of the attraction for tourists, and throughout the year, guests can experience Egyptian ancient history by taking a day trip to visit the pyramids or Valley of Kings. For those looking for adventure, they can explore El Gouna’s crystal-clear Red Sea water by boat, or try diving, kitesurfing and snorkelling.”

At Cook’s Club El Gouna, guests experience a warm welcome as soon as they step foot inside the hotel, starting with thoughtful greetings upon entering the lobby, to personally following up on special requests like food or drink recommendations. In reviews, Ahmed remarks how guests have been amazed at how genuinely kind and helpful his staff are.

Ahmed said: “The staff at Cook’s Club feel more like friends than employees. We aim to make each stay a stand-out trip, resulting in a 30% return rate, which speaks for itself!”

As the issue of sustainability remains a priority in the hospitality industry, Cook’s Club El Gouna is proud to be a Green Star Hotel. The surrounding area helps the venue elevate its sustainable reputation, being recognised for its efforts with the prestigious Green Town Award sponsored by the UN.

Having only opened in 2020, the adults-only venue, perched on the shores of Egypt’s Red Sea is one to watch, providing guests with a year round paradise setting, memorable experiences and a first class service.

www.cooksclub.com

All images from Orascom Hotels Management

STORYTELLING SCENTS

In an exclusive interview with scent maverick Jo Malone CBE, she reveals the importance of scent in overnight stay venues and the journey to creating the luxury fragrance hotel collections in partnership with VANITY GROUP.

What hotel will suit the Jo Loves range?

Any venue that appreciates creativity, loves fragrance and using their imagination. It’s not just about us creating fragrances for a hotel, it’s about us creating a story. It’s so much more than an amenity in a bathroom, this range showcases the power of storytelling and bringing the sense of smell alive for your hotel guests. Ultimately, this range is for a venue that goes above and beyond to find luxury for their guests.

Why is it important for a hotel to have a distinct scent?

It’s important because when a guest rediscovers this scent after their stay it brings those memories of their experience back to life. I created a fragrance called Pomelo, inspired by a holiday in the Turks and Caicos. When anyone smells this fragrance now, immediately they want to put their swimsuit on and sit on the beach with a cocktail. The sense of smell tells a story and is as powerful as words, so having a scent associated with your hotel is important. From a marketing perspective, you can gift your guests with miniatures of your scent to remind them of their stay. I can remember lots of places I’ve been, one memory I have is of a small island which smelt of peppermint and even if we smell this as a family today, it takes us back to that beautiful place, showing the power of smell association.

What makes a great scent?

Imagination, integrity, creativity and being truthful. When I’m creating a scent, I’m telling the story of a memory from my life. It’s like walking through an art gallery with me, but instead of paintings, I’m showing you stories of smell.

Where does your inspiration come from to keep creating scents loved by the world?

Stories of life. I love to travel and meet people, I’m happy sitting alone with my notebook in a coffee shop to watch

the world go by and wait for that special moment when inspiration walks past and grabs me. When I piece together all of these special moments, I can put the distinct notes of scent together.

What benefits can a hotel see from having a distinct scent like the Jo Loves collection?

Collaborating with Jo Loves isn’t just about putting a fragrance in a venue, it’s about telling a story. This collection brings the beauty of fragrance alive, we’re on an exciting adventure and there is lots to create.

vanitygroup.com/en/brands/jo-loves/

Lime Wood Hotel CourtyardImage © Jake Eastham

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A SIEMLUS PARTNERSHIP

In the ever-evolving landscape of the hospitality industry, staying ahead of technological advancements is paramount for ensuring superior guest experiences, efficient operations, and sustainable growth. As a pioneering force in the realm of hospitality technology, Siemlus emerges as a leading choice for hotels seeking a comprehensive technology partner.

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, who regard them as a preferred supplier.

With an unwavering commitment to excellence and innovation, Siemlus offers a suite of services that span across various crucial aspects of the hospitality sector. In this article, we delve into five key areas that underscore why Siemlus should be your preferred hospitality technology supplier.

Admin IT Technology Management:

Streamlining administrative processes is the cornerstone of efficient hotel operations. Siemlus offers a robust Admin IT Technology Management service that empowers hotels to effortlessly manage technology operations.

It is important to understand that breakthroughs happen every day, technology moves fast and businesses must remain agile to stay relevant. Businesses are at the mercy of software, hardware and application companies. Siemlus work with you to design and implement an enhanced integrated IT ecosystem, looking at where it’s meeting your needs and where it could work smarter, from WiFi, Network Infrastructure and Cloud Servers through to applications such as Office 365 support.

Guest Experience Technology:

Guest expectations have risen significantly with the integration of technology into their daily lives. Siemlus recognises this shift and offers an array of cutting-edge Guest Experience Technology solutions that elevate the stay of every guest. From personalised check-in experiences

through mobile apps to smart room controls that allow guests to adjust lighting and climate settings with ease, Siemlus patrners with Hoteza and enhances the guest journey from arrival to departure. Additionally, their in-room entertainment solutions provide a vast selection of media and connectivity options, ensuring guests remain engaged and comfortable throughout their stay.

New Construction Technology Planning:

Embarking on a new hospitality project demands meticulous planning, especially when it comes to technology integration. IT is like the foundations to a building; insufficient foundations will bring the building down. The benefits of having a solid foundation means your business will run efficiently, and more effectively to cope with the daily demands. Siemlus stands out with its New Construction Technology Planning services, helping hotels and resorts navigate the complex landscape of technology implementation from the ground up. By collaborating closely with architects, designers, and project managers, Siemlus ensures that the technology infrastructure seamlessly aligns with the physical construction. This proactive approach minimises potential disruptions and optimises the integration of future-proof technology solutions.

Hospitality Technology First Line Support:

Siemlus provides services and products to support all aspects of hotel technology. Introducing Siemlus Connect - A 24x7x365 support ecosystem. Making the impossible feel Siemlus. Have you ever wondered how Siemlus can link several technology providers to create a seamless hospitality experience? Here’s your answer, 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. The rapid response time, coupled with the depth of technical expertise, guarantees minimal disruption to guest services and operational efficiency.

Broadband Technology Services

In the digital age, a seamless, reliable broadband and WiFi connection is no longer an amenity; it’s an expectation. Delivering a solid, managed Broadband or Wi-Fi service is crucial to meet your business needs. Admin IT, WI-FI, Telephony, PDQs, PoS, and aligning technology are all now crucial for business success. The Siemlus team ensures that all technology components, from in-room systems to property-wide networks, or Door Access Control are installed flawlessly, enabling hotels to focus on delivering exceptional experiences to their guests.

The leading technical partner in hospitality

In conclusion, the hospitality industry is undergoing a transformative phase, driven by technological advancements and changing guest preferences. Siemlus emerges as a standout choice for hotels and resorts seeking a holistic and innovative technology partner.

Siemlus’ commitment to excellence and innovation sets them apart as a reliable partner that understands the unique challenges and opportunities of the hospitality sector. As the industry continues to evolve, having Siemlus by your side ensures that your property remains at the forefront of technological innovation, delivering exceptional experiences that leave a lasting impression on every guest. Making the impossible feel Siemlus. www.siemlus.com

“In the digital age, a seamless, reliable broadband and Wi-Fi connection is no longer an amenity; it’s an expectation.”

PLANNING AHEAD

Electric vehicles are becoming an essential part of a hotel’s sustainability programme. As their popularity continues to grow, Virta showcases the importance of a sufficient charging infrastructure.

Sustainability is rightfully the pressing topic of today. Consumers are becoming more environmentally conscious, and hotels everywhere are setting sustainability goals and introducing so-called ‘green initiatives’. Electric vehicles (EVs) are an essential part of helping the environmental crisis, and they can play a vital role in hotel’s sustainability programmes.

The growth of EV sales is bringing us closer to the decarbonisation of transport, which is crucial in fighting climate change. However, we must develop a sufficient charging infrastructure to support all these electric vehicles. Hotels have the power to make a difference by installing EV charging stations and expanding that infrastructure to meet the demand

Hotels are striving to lower their CO2 emissions and carbon footprint by setting up comprehensive environmental programmes and implementing various sustainable practices. Smart EV charging can be essential to a company’s sustainability programme, establishing the hotel’s brand as a sustainable leader and ensuring Key Performance Indicators (KPIs) are met.

A great example is Virta’s customer Scandic, Nordic’s biggest hotel chain and one of the leaders in sustainability in the hotel sector, which started offering EV charging services in 2020. Scandic satisfied its guests’ charging needs, secured happy clientele, and moved closer towards meeting its sustainability goals all at the same time.

We also see that the growing adoption of electric fleet vehicles strongly powers EV sales. Fleet electrification is rising globally and is often part of corporate sustainability programmes. This leads to additional demand from corporate fleet customers wanting to charge their EVs at hotels conveniently.

It’s worth mentioning the electricity used to power our electric vehicles. Generally, EVs are better for the environment than their ICE counterparts as they don’t emit harmful greenhouse gas emissions. But it’s important to know how the electricity powering these EVs is generated . The electricity source is crucial in determining how environmentally friendly electric vehicles actually are. If a hotel invests in its own EV charging infrastructure, it can provide certified renewable electricity to power up customers’ EVs. At Virta, we offer a service called ‘Virta

Origin’ that ensures certified renewable electricity for all of our EV charging stations. This is an important extra step that hotels can take to provide a service that’s as environmentally friendly as possible.

To summarise, electric vehicle charging has the power to present a hotel’s sustainability credentials from the moment a customer enters the car park.

www.virta.global

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Managing a business means juggling many tasks at once, and managing your cash is no different. Typically, this takes time, money and energy. Cash360™ is a technology-led, managed cash solution that addresses these challenges, so allow us to tell you about this.

which reduces the vehicle emissions and one-time plastic associated with banking your cash.

Your business, customer and your accountants will be delighted with the results.

Commerce continues to change

Retail is constantly changing. Consumer expectations and behaviour are shaped by so many variables, ranging from social media, emphasis on healthy eating, to the increasing cost of everyday items.

In terms of money, retailers are in the front line of change, having to respond to the increased use of contactless payments via a myriad of devices and schemes, continuous security threats at point-of-sale and, most recently, a resurgence in cash usage in response to the cost of living crisis.

It is clear that retailers need to constantly review and adapt their approach to cash and payments management, from front to middle and back office. While cash usage has decreased, it’s not going away anytime soon and is forecasted to be the second most frequently used payment method in the UK for the foreseeable future.

G4S intelligent cash management, collections and processing

Save time and money whilst doing your bit for the planet

Cash360™ means significant benefits for your business, customers and others:

Money saving: Once your money is inserted into a smart safe, it’s validated, counted, ready for reconciliation and won’t be touched again until it’s collected by a security-vetted driver. Improve control: Your cash is visible to you 24/7 via a selfservice portal, and as it’s indemnified by the world’s leading security company G4S, you can have peace-of-mind that it’s always secure.

Reduce Waste: The smart safe knows how much cash it’s holding and schedules collections only when needed

In an age of constant change in the world of commerce, G4S is the only company that provides a full end-to-end cash and payments management solution. With security at the core of its purpose, Cash360™ provides business owners and managers with the means to save time and money in cash management.

Cash360™ is the secure and integrated cash management solution from G4S. If your business accepts cash, you are likely spending a lot of extra money throughout the year on managing it. Cash360™ reduces these costs and gives time back to the business, while improving security and cashflow.

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BENEFITTING FROM EXPERTISE

Tim Dodd is an experienced hotels lawyer at Maples Teesdale, specialising in a range of matters including the negotiation of hotel management agreements, franchise agreements, leases, licences and other ancillary contracts for hotel operations. In this exclusive interview, Tim shares his expertise on the hotel real estate market and how Maples Teesdale can offer you their support.

How has the hotel market changed over the past few years in your opinion?

The pandemic, the proliferation of hotel brands, the merging of international global hospitality companies, and the convergence of hotel hospitality with co-living, flexiworking, senior-living, serviced apartments, extended stay, wellness resorts and branded residential operations (to name but a few), have resulted in an incredible change. Today, hotels have the potential to be the centrepiece of an entire development scheme with a number of other complimentary businesses, each of them being run to maximise revenue generated by every square metre of the development. From the consumer’s point of view, we will no longer take travel for granted, having been locked-down for so long, and this transformation of the hotel landscape satisfies guests’ key desires to feel part of the local community connected to the hotel, and also to prioritise spend on travel experiences over consumer belongings.

What gives Maples Teesdale a competitive edge in the hotel real estate market?

We have a deep understanding of the hotel sector – our lawyers have worked in-house at hotel brands as well as at law firms. Also we differentiate ourselves from other law firms, by assisting with operations at the individual hotel level. Our experienced team frequently assists hotels in their day-to-day contracting; whether that be for the procurement of goods and services, the engagement of consultants, the commissioning of events services, the drafting of purchase order terms and conditions, or for any other matters for which our hotel clients seek our advice and assistance.

As sustainability remains a priority in the industry, how does Maples Teesdale work to support this?

As well as having our own stringent sustainability standards to which we hold ourselves accountable, we are proud to provide our clients with ESG-centred commercial real estate advice on green leases, sustainable procurement, construction protocols, green financing and more. We are also proud to be part of the Energy & Environment Alliance (EEA); a not-for-profit coalition of leaders and experts within the hotels and hospitality sector who are sharing ideas and implementing initiatives to advise and help the sector achieve net zero, whilst providing hotel leaders with the guidance they need to kick-start their own sustainability schemes.

How can our readers work with you?

If you are contemplating buying or selling a hotel, or anticipate entering into a management or franchise agreement or lease, or have issues concerning contracts with suppliers, or want assistance in embarking upon your ESG and sustainability journey, please reach out to me anytime at tdodd@maplesteesdale.co.uk www.maplesteesdale.co.uk

GET THE PARTY STARTED!

Flint Bishop’s experts offer their top tips for identifying the opportunities that exist within your venue’s space while adhering to licensing conditions.

Running a successful business involves seizing every opportunity available to you. One effective way to maximise the use of your venue’s space is by hosting events such as parties, concerts, or outdoor film nights, both indoors and outdoors. However, it’s crucial to navigate these opportunities while staying within the bounds of your licensing conditions.

Before you dive into event planning with boundless enthusiasm, take a moment to review your premises licence and determine whether the areas you intend to use are already licensed. If your desired area is within the licensed boundaries, you are good to go. However, do check your premises licence thoroughly to ensure you have the necessary permissions for the activities you plan to conduct. Avoid promoting events, like an outdoor film night, if your licence doesn’t allow it, as it will only lead to disappointment.

Your premises licence will outline specific licensing conditions that could limit your plans. For substantial changes to your operation, you might need to apply for a new premises licence. This process involves circulating the application to various responsible authorities and advertising it to provide the authorities and local residents a chance to object. To maintain a positive relationship with the authorities and neighbours, it is advisable to discuss your plan with them before submitting the application and adjust it accordingly based on their feedback.

Even in large hotels with extensive grounds, objections can arise, resulting in various restrictions, such as limited hours for music, volume constraints, or restrictions on the number of events allowed. It’s essential to consider noise attenuation, especially for temporary structures like marquees and speakers, as noise can disturb surrounding residents, particularly late at night. Communicating and collaborating with neighbours during event setup and monitoring sound levels in nearby properties can help prevent complaints and maintain good community relations.

Avoid selling tickets or taking bookings for events that

may later need to be cancelled, as it can damage your reputation. Furthermore, conducting unlicensed activities is a criminal offence that carries serious penalties and expenses. Therefore, it is crucial to seek advice, review your licence thoroughly, and ensure that your proposed activities are authorised before you embark on hosting any events.

In summary, recognising the opportunities within your venue’s space can be a game-changer for your business. However, always stay compliant with your licensing conditions, communicate with authorities and neighbours, and ensure all your plans are authorised so that your events are successful, trouble-free, and profitable experiences. flintbishop.co.uk

TRUSTED LEGAL EXPERTS FOR UK HOTELS

Unlock your hotel’s full potential with our trusted comprehensive legal services.

As a leading law firm with a specialist team of licensing professionals, we provide expert guidance and comprehensive solutions tailored to luxury and boutique hotels across the UK.

From dealing with licence reviews to appeals and licensing prosecutions, our experienced lawyers ensure continued compliance and protection.

Partner with our trusted legal experts who understand the unique challenges faced by the hospitality services industry. With our in-depth knowledge of licensing regulations and sector insights, we offer a seamless licensing journey.

Let us navigate the complexities of premises licences, temporary event notices, and hotel company licensing, empowering you to focus on delivering exceptional guest experiences.

Contact us to discuss how our proven track record and unparalleled expertise can enhance your hotel’s licensing strategy and secure a prosperous future.

Call us on 01332 226 151 to discover how we can help you. flintbishop.co.uk

“Since instructing Flint Bishop to deal with all our licensing requirements across the entirety of our estate, I have been extremely impressed at their level of service and knowledge within the hotel sector. From dealing with noise disputes to general advice for our hotels, their commercial approach is second-to-none. I would recommend them to anyone.

Shaune Ayers | Operations Director The QHotels Collection

“Macdonald Hotel & Resorts have entrusted Flint Bishop with our licensing requirements for many years. The Licensing team are experts in their field and their knowledge and understanding of the hotel industry and how we operate our business is invaluable.

Jim Davidson | Corporate Finance Manager Macdonald Hotel & Resorts

WE’RE ALL EARS

Parliament might be in summer recess, but it doesn’t mean MPs are sitting idle, particularly in this, a pre-General Election year. So now’s a good time to catch their ear, and remind them of the very real problems and issues facing your business and the wider hospitality sector - UKHospitality’s Chief Executive, Kate Nicholls, explains more.

UKHospitality has made it easier for venues like yours to invite your local MP to see for themselves the challenges you’re up against, by making available to UKHospitality members a template letter – see link at the end – for you to complete and send to your MP.

You’ll no doubt have your own concerns, but there are three matters UKHospitality feels are especially important to address: the urgent need for a differential business rates multiplier, apprenticeship levy reform and how the likes of high costs and loan repayments are affecting business liquidity.

We’ve long argued for the overhaul of a business rates system that continues to discriminate against the hospitality sector, which collectively pays more than £2.4bn in rates per annum, at a time when the industry struggles with sky high energy costs, wage increases, rising food and drink prices, not to mention a cost-of-living crisis discouraging customers from parting with their hardearned.

Something else UKHospitality continues to fight for is reform of the Apprenticeship Levy, which, most disappointingly, didn’t happen in the Spring Budget, back in March. We and other trade bodies described it at the time as a ‘£3.5bn mistake’ which is ‘holding back investment’ in the hospitality sector.

Apprenticeships can be very useful for both employers and employees, providing opportunities for people to earn and learn, while getting a valuable first step on a career ladder. And with more flexibility for hospitality businesses, the return for employer and employee alike would be improved.

As far as business liquidity is concerned, high costs are well documented, but loan repayments don’t always receive the attention they deserve, so we’re maintaining our pressure on the Chancellor to press the banks for flexibility on repaying loans made to hard-hit hospitality businesses.

Government and bank flexibility concerning repayment terms, including for Covid loans (totalling £10bn alone), are a critical part of avoiding that. It’s why we’re encouraging

extensions to loan terms, options to move to interest-only payments or delayed payments, and flexible ‘Time to Pay’ arrangements from HMRC for tax liabilities.

So please use the link to the template letter, and encourage your local MP to pay you a visit, this summer. They’ll be all ears.

https://www.ukhospitality.org.uk/general/custom.asp? page=parliamentarysummerrecess

Kate Nicholls Chief Executive UKHospitality

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Spa Director, Wilderness Reserve Suffolk

Salary £55,000-£70,000 gross pa

Wilderness Reserve www.wildernessreserve.com is looking for a dynamic, Spa Director to grow this fledgling business over the coming years into something quite extraordinary. We are not a corporate but a private business operating in this rural corner of Suffolk on an 8,000 acre estate. We build and rent touristic high end cottages, farmhouses, barns and manors, all with spa facilities.

We are presently adding to our existing stock of accommodation and this will double over the next 18 months to approximately 140 bedrooms divided amongst 28 houses.

The right candidate will be prepared to live and move in Suffolk, will be highly motivated and commercial, and be able to build and create something special, have outstanding management skills and an abundance of experience in the spa and wellness world.

It is important to realise this business operates 365 days a year, weekends are a very important time for us and we mainly run at a high occupancy rate especially at weekends, bank holidays and over the summer.

If you think you have endurance for this unique opportunity please contact Steve Hoskin on 07745 285 805 or send your CV to steve.hoskin@ocubis.co.uk

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