Hotel Magazine September 2024

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SEPTEMBER 2024

As we begin transition from the leisurely pace of summer into the vibrant energy of cooler days, I am thrilled to welcome you to the September issue of Hotel Magazine. This month, we delve into themes that are not only shaping the future of our industry, but are essential to its very survival: technology, sustainability, and the people who bring our hotels to life – the staff.

The hospitality industry is undergoing a technological revolution, with innovations that are redefining guest experiences and optimising operations. From AI-driven concierge services to smart room technology that enhances comfort while reducing energy consumption, the tools at our disposal are more powerful than ever. In this issue, we explore how hoteliers can harness these advancements to stay ahead of the curve, offering insights into the latest sustainable trends and how they can be integrated seamlessly into your business. From eco-friendly building materials to waste reduction initiatives and renewable energy sources, our focus is on actionable strategies that benefit both the planet and your bottom line.

Of course, the heartbeat of any hotel is its staff. In an era of rapid change, investing in employee development is crucial to maintaining a competitive edge. Our feature on staffing explores the importance of continuous training, career growth opportunities, and the need to diversify the workforce. A diverse team brings a wealth of perspectives and ideas, which is essential for innovation and for creating an inclusive environment that guests from all walks of life can appreciate.

At the intersection of these themes lies the essence of modern hospitality: a commitment to excellence, sustainability, and human connection. As we navigate the challenges and opportunities of this evolving landscape, Hotel Magazine remains your trusted resource for staying informed, inspired, and ahead of the curve. In line with this, we’re thrilled to bring you even more details on the highly-anticipated Hotel Magazine Awards, including another face from our judging panel. Head to the HMA section where all will be revealed!

We hope this issue sparks new ideas and arms you with the knowledge to elevate your business. As ever, enjoy the read!

JADE EVANS, EDITOR

EDITOR

Jade Evans jevans@cimltd.co.uk

EDITORIAL ASSISTANT

Ailsa Newgreen ailsa@cimltd.co.uk

PUBLICATION MANAGER

Declan Wale dec@cimltd.co.uk Tel: 01795 509 112

ASSISTANT 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

11 HOTEL MAGAZINE AWARDS

This month, we share even more details on the renowned HMAs, including another face from our starstudded judging panel!

35 TECHNOLOGY

Here we investigate some of the sustainable tech innovations that are taking the hospitality industry by storm.

56 VENUE PROFILE

In an in depth Venue Profile on The Great Scotland Yard Hotel, we leave no stone unturned as we share an interview with the venue’s General Manager and find out what makes the property stand out in the bustling capital city.

58 RESTAURANT PROFILE

In this profile we share how Hart Shoreditch’s Uba Restaurant is redefining fine dining with its unique blend of contemporary flavours and traditional techniques.

63 STAFFING

Looking at training for excellence, with the help of industry experts, we delve into the importance of investing in employee development.

78 INDEPENDENT HOTEL SHOW PREVIEW

The Independent Hotel Show, in partnership with James Hallam, returns to Olympia London on 15-16 October. In this exclusive preview, we reveal what you can expect at the event!

SOCIAL MEDIA MANAGER

Lily Lawson socials@cimltd.co.uk

DESIGN AND PRODUCTION

Grant Waters grant@cimltd.co.uk

James Taylor james@cimltd.co.uk

SALES DIRECTOR

Tom Woollin tom@cimltd.co.uk

CHIEF EXECUTIVE

John Denning

Greengage Certified B Corp

Greengage Solutions, the independent specialist supporting sustainability in business travel, hospitality, meetings and events has had its own sustainability efforts assessed and recognised by achieving B Corp.

Becoming a Certified B Corporation marks a significant chapter in Greengage’s journey towards sustainability and reaffirms the company’s commitment to balancing profit with purpose. The certification aligns with Greengage’s ethos to cultivate a greener, more sustainable world.

Based on the B Impact assessment, Greengage earned an overall impact score of 93.6 against the current median of 50.9 for businesses who complete the assessment.

In 2020 Greengage founded the ECOsmart sustainability certification programme which has become the fastest growing and most widely recognised certification scheme for hotels, meeting venues and other businesses. Today over 400 hotels, meeting venues, travel management companies and event agencies have achieved the ECOsmart certification, allowing them to demonstrate their commitment to environmental sustainability and achievement of recognised standards.

Andrew Perolls, CEO of Greengage commented: “For us, becoming a B Corp isn’t just about the accolade; it’s a demonstration of our dedication to the highest standards of social and environmental performance, transparency and responsibility for the planet.

“We’ve always believed that business can be a force for good, and this certification underscores our mission to create positive change. We’re incredibly proud to join a global community of like-minded companies that are redefining success in business.”

For more information visit www.greengage.solutions

Recognised International Real Estate Hotels Specialist to Rebuild Colliers’ Presence in German Market

Hotels industry expert, Olivia Kaussen will join the leading diversified professional services and investment management company, Colliers in September 2024 as Head of Hotels in Germany. With this step, Colliers Germany is rebuilding its sector expertise by combining asset-class specialism with Capital Markets prowess. Olivia will be based in Germany, working closely with Achim Degen, CEO, Colliers Germany, and the wider EMEA platform with the support of Dirk Bakker, Head of the Hotels EMEA Practice Group.

Olivia is a deal originator, whose superb expertise in navigating the investor landscape has provided her with many hotel industry contacts. Included in her depth of experience are undertaking valuations, client advisory work, and operator searches.

Dirk Bakker, Head of the Hotels Practice Group, Colliers EMEA

added: “I am very glad to announce that Colliers has appointed Olivia Kaussen as the new leader in Germany. She is a recogniSed and experienced professional in hotel transactions and advisory. Her expertise is inadmissible for the further growth of Colliers’ hotels group in Germany and more broadly across EMEA.”

In her career, she has worked agent side, within the finance industry, and on the operator side. Most recently she spent 13 years at CBRE GmbH in Munich, with past roles at JLL, AIG, and Thomas Cook.

Once Olivia has taken up her new role in September, she and the leadership team will commence their search to expand the Germany-based hotels team.

Olivia Kaussen added: “At Colliers, I can use my many years of industry knowledge to maximise the potential currently opening up in the hotel investment market for our clients in Germany.”

HOTEL MAGAZINE AWARDS

COMING SOON!

The eagerly awaited Hotel Magazine Awards are set to arrive in London in 2025, aiming to honour the pinnacle of excellence in the hospitality industry. This distinguished event will showcase the finest hotels, cutting-edge designs, and exceptional service across multiple categories. In this article, we provide an in-depth preview of the event, including its location, highlights, and what to expect on the big night. Join us as we explore why these awards represent the highest recognition in the hotel industry.

As the UK hotel industry continues to thrive and evolve, anticipation builds for the upcoming Hotel Magazine Awards. Scheduled for April 28th, 2025, this prestigious event promises an evening of celebration, recognition, and

inspiration for hospitality professionals in the UK.

The Hotel Magazine Awards offer a unique networking opportunity with leading figures in hospitality, celebrating exceptional achievements within the sector. Hosted by global rum expert Ian Burrell, the event will honour the

remarkable efforts of hoteliers, managers, staff, and establishments that have set new standards in service, innovation, and sustainability. The awards encompass a wide range of categories, reflecting the industry’s diversity, from boutique hotels to renowned chains.

This year’s awards feature nine categories: The Environment Award, Marketing Innovation Award, Best Spa and Wellness Venue, Food & Beverage Award, Diversity, Equality and Inclusion Award, Unsung Hero, Best Hotel Group, Hotel of the Year, and Hotelier of the Year.

The ceremony will be attended by esteemed industry leaders and representatives from various sectors, including Hospitality Action, Expedia Group, EcoScent, Difference Coffee, Institute of Hospitality, Bidfood, VANITY GROUP, Eira Water, LaBottega, Leonardo Royal Hotels, PoB Hotels, Palm PR, Silentnight, Doctor Cocktail, Lemi Group, Monpure, Dola Dira, Tequila Komos, Miele, MEWS, Remy Cointreau, The Burnt Chef Project and Mixology Express.

Beyond the awards, the evening promises prime networking opportunities for industry professionals, including hotel owners, general managers, suppliers, and media representatives. The event will feature a threecourse dinner, a complimentary free-flowing cocktail bar with drinks crafted by Dr. Cocktail, pop-up bars, and an unmissable after-party at a luxurious London venue. This provides ample opportunities for attendees to connect, share insights, and forge new partnerships while celebrating the outstanding work within the hotel industry.

As the Hotel Magazine Awards approach, excitement builds within the hospitality community. This event not

only recognises the hard work and dedication of those in the industry but also sets the stage for future innovations and trends in hotel management and guest service.

For more information and to purchase tickets, visit thehotelmagazine.co.uk/hma/tickets/. Join us in celebrating the pinnacle of excellence in the hotel industry, where every nominee and winner embodies the spirit of hospitality at its finest.

The Details

Where? Leonardo Royal, Tower Bridge

When? 28th April 2025

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

How to attend – Buy your tickets online now at thehotelmagazine.co.uk/hma/tickets/ Award Categories

The Environment Award

Marketing Innovation Award

Best Spa and Wellness Venue

Food & Beverage Award

Diversity, Equality and Inclusion Award

Unsung Hero

Best Hotel Group

Hotel of the Year

Hotelier of the Year

THE CATEGORIES ANNOUNCED

Our awards are designed to highlight the exceptional efforts made by establishments and individuals who contribute to creating unforgettable guest experiences. Across these pages, we will outline the diverse categories for the 2025 awards, showcasing the range of talents and services that make the hotel industry truly exceptional. Join us as we delve into each category, celebrating the dedication and creativity that define the very best in the business.

Hotel of the Year

With the hotel space being an extremely competitive one, this category is fierce. Applicants for this award should be a singular venue; either boutique, part of a group or an individual hotel. We will be looking at the business success in general, taking into account the hotel’s reputation within the industry, as well as any recent new introductions, refurbishments or accolades.

Best Hotel Group

This award is open to those applying on behalf of their holding company. The category will look at how the hotel group is run, honing in specifically on functionality and success. This success can be based around expansion and the hotel group’s innovation and creativity in terms of guest experiences, technology integration, and unique offerings.

Best Spa and Wellness Venue

With consumers prioritising wellbeing now more than ever before, this category is looking for overnight stay venues that have an outstanding spa or wellness facility. We will be examining the ambience and overall atmosphere of the area and offering, including cleanliness, decor, lighting and general vibe, whilst also assessing innovative approaches, unique treatments, or special features that set the spa apart from others enhancing the guest experience.

Food & Beverage Award

Food and beverage – single-handedly one of the most important elements in elevating the guest experience at a hotel. Our expert panel will look at the sheer importance of an exceptional food and beverage offering, and how hotels have gone above and beyond to not only appeal to overnight guests, but exterior ones too. Recognition will be given for the diversity and creativity of the menu offerings, including the use of local ingredients, unique culinary concepts and innovative dishes and serves.

Diversity, Equality and Inclusion Award

From employment to management and opportunities, we are looking for hotel groups or individual hotels that demonstrate a commitment to diversity by employing staff from various backgrounds, including, but not limited to race, ethnicity, gender, sexual orientation, age, and physical abilities. The hotel must have clear policies and practices in place to ensure inclusivity and equality among its staff, guests and vendors, and should demonstrate transparency in its efforts, regularly reporting on progress, challenges and initiatives, to hold itself accountable and drive continuous improvement.

Marketing Innovation Award

With marketing strategies acting as driving forces for footfall at your venue, we truly understand their importance. We are looking for hotels that have implemented original and creative marketing campaigns or strategies, which have actively provided results such as; increased bookings, revenue growth, enhanced brand visibility; or improved customer engagement.

The Environment Award

Shining a light on the ever-growing demand for sustainability - we welcome applicants from overnight stay venues that demonstrate innovation and leadership in sustainability. This can include implementing cutting-edge technologies, adopting new sustainable practices, supporting environmental conservation projects, and inspiring others in the hospitality industry to prioritise sustainability.

Unsung Hero

We want to recognise those who go above and beyond without even realising. Nominees for this category must be put forward by another individual. The nominee should be recognised and respected by their colleagues for their contributions and exemplary behaviour, earning the admiration and gratitude of those they work alongside. We are looking for those who demonstrate a collaborative spirit, actively supporting and uplifting their colleagues, while contributing to a harmonious work environment, as well as someone who showcases creativity and innovation in their approach to problemsolving and guest service, finding new ways to exceed expectations and enhance the guest experience.

Hotelier of the Year

Shining a light on the hotelier themselves; hoteliers entering this award should show strong leadership and effective management of staff and resources, while consistently demonstrating a commitment to providing exceptional service and creating memorable experiences for guests. Judges will look specifically at innovative strategies or creative initiatives that have been implemented and successfully enhanced the hotel’s reputation and profitability.

JUDGE’S PROFILE

We’re thrilled to announce that LEMI Group’s General Manager, Matteo Brusaferri, will be judging the Best Spa and Wellness Venue category at the upcoming HMAs. Ahead of the highly esteemed event, we caught up with Matteo to find out his thoughts on being involved and helping propel the hotel sector.

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

I am thrilled about the upcoming Hotel Magazine Awards. Participating as a judge is not only an honour but a unique opportunity to engage with the latest trends in the hospitality industry, particularly in the spa and wellness sector. It’s exciting to anticipate the innovative contributions that redefine guest experiences in luxury settings, which is at the heart of what we do at LEMI.

Can you tell us about your approach to evaluating competitors?

In evaluating competitors, my focus is on their impact on the guest experience, particularly in spa and wellness facilities. I look for innovation that goes beyond aesthetics— technological integration, comfort, and functionality are key. Additionally, I consider how these innovations contribute to operational efficiency and sustainable practices within the spa setting.

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

I was attracted to participate to gain deeper insights into how other top-tier players are enhancing experiences in the hospitality sector. It aligns perfectly with LEMI’s mission to continually push the boundaries in the design and functionality of spa equipment, ensuring we stay at the forefront of industry advancements.

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

Through my role as a judge, I hope to foster excellence and innovation in spa and wellness amenities within the hospitality industry. Recognising and celebrating groundbreaking achievements inspires all stakeholders to strive for superior guest experiences, which directly aligns with LEMI’s commitment to enhancing comfort and luxury in spa settings.

What qualities do you look for in award nominees?

In award nominees, I look for innovation, execution,

customer impact, and sustainability. The key is to find entries that not only propose novel ideas but also demonstrate successful implementation and positive effects on both guests and operations. Sustainability is particularly crucial; I value initiatives that show commitment to environmental stewardship and social responsibility.

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SUSTAINABILITY

WATER SPEAKS VOLUMES

In the competitive world of hospitality, where every detail counts in crafting memorable experiences, the quality of your water speaks volumes. It’s not just about quenching thirst; it’s about reflecting your commitment to excellence and sustainability. In this piece, we outline five ways EcoPure Waters can help you reflect your commitment to excellence and sustainability.

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SIGNIFICANTLY REDUCED CARBON FOOTPRINT

The difference between the carbon footprint of EcoPure Waters’ solutions vs. single use bottles is multiples, not percentages. While the sustainability credentials of the solutions appear self-evident (shipping reusable bottles once, cutting out weekly transport, waste collection and recycling), when the analysis is run, the numbers are astonishing. EcoPure Waters’ solutions can reduce your carbon footprint by more than 50 times compared to single-use glass bottles*.

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BESPOKE, BRANDED BOTTLES

A range of bottles to personalise using a permanent printing process provide a hugely valuable branding and messaging opportunity. In a competitive market, brands need to find their points of difference and make their guest experiences as memorable as possible – why would you give your brand space away to someone else on such a valuable brand touchpoint? The water bottle in room and on the restaurant table provides hours of visibility for your brand on a premium product.

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VASTLY LOWER WASTE

Re-usable bottles with permanent labelling can be used time and time again, for years. Depending on usage, this can potentially save venues hundreds of thousands of plastic or glass bottles annually which would otherwise need to be collected and recycled. Re-usable glass bottles also significantly reduce the amount of water used in the production of bottles.

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PREMIUM, PURE WATER PROVISION

Our filtration systems are designed not just to meet, but to exceed the expectations of the most discerning guests. It’s about creating moments that linger, making every stay memorable through the purity and taste of water, an element so fundamental yet so powerful in its ability to delight. With this ethos in mind, ensuring that every sip your guests take is a testament to your establishment’s dedication to quality, health, and the environment.

INVESTING IN GUEST SATISFACTION TO SAVE MONEY

While delivering exceptional purity, EcoPure Waters’ systems are engineered for significant cost savings. Imagine reducing your water-related expenses by up to 70%, all while enhancing your guest experience. It isn’t just about cutting costs; it’s about investing in an asset that pays dividends in guest satisfaction, sustainability, and your bottom line.

OFFERING A SOLUTION

Has greenwashing spilled into waterwashing? EcoPure Waters answers the all-important question in this exclusive editorial piece.

Have you walked into a hotel with excellent sustainability credentials, only to be handed a plastic bottle of water? A delightful service touch to hydrate you from your travels, but a signal that there is more work to do. Have you switched from plastic bottles to single-use glass bottles, comforted by the reduction in plastic waste and the endless recyclability of glass? This is in line with accepted guidance, but the carbon emissions from producing a 500ml glass bottle is c.5x that of a plastic bottle, even when using 100% recycled material*.

Have you noticed the plastic labelling stickers on most bought-in water bottles? Elegantly branded by the supplier, but even more single-use plastic in circulation.

Are these all signs of ‘waterwashing’, a new offshoot of the greenwashing phenomenon where water provision looks and feels more sustainable, but where reality bears a different story?

EcoPure Waters has spent decades refining its offering to provide solutions for filtered water provision in hospitality to match the sustainability promises that its clients increasingly want to make and uphold. Some key drivers of the very significant carbon footprint savings are the single delivery of re-usable bottles vs. potentially multiple weekly deliveries, no waste collection of empty bottles, no transport, energy or water usage from recycling and greatly reduced packaging waste from labelling and transport.

There is rightly a huge focus on reducing plastic bottles, but the carbon footprint of single-use glass bottles is even more eye-opening. The difference between the carbon footprint of EcoPure Waters’ solutions vs. single use bottles is multiples, not percentages. Internal analysis for a 200room hotel providing in room water suggests a carbon footprint reduction of more than 50 times compared to single-use glass bottles. This analysis incorporates each ‘leg’ of production, transport, energy usage of systems and glass washers, waste collection and recycling, using independent metrics from the University of Cambridge Institute for Sustainability Leadership and UK Government GHG (Greenhouse Gas) conversion factors.

Sustainability, however, isn’t the only benefit of implementing water filtration systems. While delivering exceptional purity, EcoPure Waters’ solutions are engineered for significant cost savings. Imagine reducing your water-related expenses by up to 70%, all while enhancing your guest experience. This isn’t just about cutting costs; it’s about investing in an asset that pays dividends in guest satisfaction, sustainability, and your bottom line.

To share a quick highlight that brings this to life, a renowned hotel chain integrated EcoPure Waters’ filtration systems into one of their leading properties. The system payback was a mere 4 months, they saved over £95,000 on their water procurement costs in the first year while saving 1.2 tonnes of plastic waste!

The solutions aren’t perfect. The bottle printing process, for example, uses ceramic ink with bottles fired in kilns to ‘burn’ artwork permanently into the glass. The energy used in this process, however, is more than offset by carbon savings throughout the lifecycle with the bottles reused time and time again, for years.

Another example is the operational change required to refill bottles on site, requiring labour time and cost. Experience has shown, however, that the time and cost increase is relatively small compared to receiving and storing deliveries, waste collection and waste disposal. Bottle washing and filling can be very efficient and, based on client feedback, takes considerably less time than expected once processes are implemented.

A number of systems are available for varying use cases.

Traditionally, high volume systems for chilled, still and sparkling water have been installed to fill bottles back-ofhouse for in room and restaurant usage. Lower volume units for loyalty club member rooms and staff areas have also long been a favourite. Hotels are, however, increasingly introducing solutions for greater choice and efficiency. Self-serve filling stations on each floor of a hotel are gaining in popularity, while flavoured water systems are also being introduced for guests to fill their own bottles in lobbies, gyms, spas and conference areas. All these solutions reduce the need for single-use bottles and increase the value of systems.

Not only do these solutions showcase your commitment to sustainable practices, but the ‘end product’ presented to your guests is a premium, branded bottle. These hugely valuable touchpoints offer an excellent branding and messaging opportunity to reinforce the memorability of a stay.

Imagine walking into a world where every drop of water not only promises purity but also plants the seed of sustainability, guest satisfaction and cost savings right in the heart of your hospitality business. That’s not just a dream; it’s a reality EcoPure Waters is bringing to your doorstep with state-of-the-art water filtration systems, personalised, reusable bottles and ‘gold standard’ customer service.

*According to the University of Cambridge Institute for Sustainability Leadership ecopurewaters.com

COMMITTED TO QUALITY

London Rock Partners, a leading force in hotel management, combines deep industry expertise with innovative solutions. In this exclusive piece, we discover more about the brand’s cutting-edge services and commitment to redefining hospitality.

“We’re picky about who we work with,” admits the co-founder of hotel management business, London Rock Partners, Naveed Khan, of the hotels in his fastgrowing client portfolio.

“It’s important that we’re all aligned value-wise with similar principles based on transparency, trust, collaboration and mutual support.”

The London-headquartered business which Khan and co-founder Clare Anna formed at the height of the pandemic signifies a new breed of more visible hotel asset management. Working with mainly independent owners spanning high-net-worth individuals, family offices, funds and banks, the approach goes beyond cost control, addressing both the nuances of operational management and the relationships which underpin it to maximise profitability in tough times.

decisions – a situation which breeds disillusionment and lower motivation which in turn feeds into the guest experience.”

Indeed, attracting and keeping talent in an industry beset by worker shortage and squeezed margins in which all hoteliers are having to do more with less remains the sector’s Holy Grail.

While the chaotic and challenging operating environment so prevalent in the immediate aftermath of the Covid pandemic may no longer be so acute – issues still persist. According to The Future of Hospitality Hiring 2024, a new survey of HR professionals by HR and recruitment platform, Hireology, 91 per cent of hotels are still finding hiring “somewhat or extremely challenging”.

In Khan’s words – managing hotels isn’t rocket science but establishing a successful working culture – one that attracts and retains both guests and the staff team is something of an art – a dual focus that at times has been overlooked amid the traditionally fraught and long hours culture of hotel work.

“I think the hierarchies that can exist in the sector has long been an issue – because it can result in a reactive, blame culture which has negative impact on everyone,” he says of a common scenario in some of the struggling venues the business is tasked with turning around. Often workers are not empowered enough to make

Part of the solution says London Rock Partners’ cofounder Clare Anna is to inspire the kind of transparent and collaborative leadership style which permeate through the ranks and inspires the wider organisation and employees. Meanwhile, attracting fresh, entry level talent who come with higher expectations around perks and flexibility demands an increasingly flexible business model to deliver it - helmed by industry specialists.

“There’s a reason that white label hotel management has gained traction in a still tricky operating environment” she says. “Typically, we provide more flexible contract terms and are able draw on wide and diverse experience to tailor the services to meet the unique needs of each hotel. When a hotel owner gives us the key to their business it becomes our business and we run it as such.”

londonrockpartners.com

BEHIND THE LABEL

With over 125 years’ experience as an independent bottler, we look into Gordon & MacPhail`s range of rare and unique whiskies –perfect for any whisky connoisseur

For over 125 years, Gordon & MacPhail has been driven by a simple mission: to create single malt Scotch whisky of exceptional quality. Gordon & MacPhail has fine-tuned its knowledge as an independent bottler, matching spirit from over 100 Scottish distilleries to casks that have been made to their specifications.

This understanding has been refined and handed down over generations of people working for the business. It has enabled Gordon & MacPhail to mature some of the finest and rarest single malt Scotch whiskies in the world using their simple formula: matching the spirit with the right cask type for the optimal period of time.

The Gordon & MacPhail portfolio consists of several

collections which appeal to any whisky connoisseur.

Discovery Range

The perfect introduction to their portfolio, the Discovery range provides single malt whiskies from some of Scotland’s most admired distilleries. Each expression sits within the bold flavour profiles of either ‘Sherry’, ‘Smoky’, or ‘Bourbon’ which makes them an ideal choice for the whisky-lover who enjoys exploration through flavour and character.

Distillery Labels

The ‘Distillery Labels’ range is a celebration of these long standing and unique relationships that Gordon & MacPhail

has established and nurtured with over 100 Scottish distilleries.

Connoisseurs Choice

Created in 1968 by whisky visionary, Mr George Urquhart, the ‘Connoisseurs Choice’ range has featured more than 2,000 bottlings from almost 100 Scottish distilleries. The unique story of each ‘Connoisseurs Choice’ whisky is told through its label: cask type, bottling date, strength, vintage and tasting note.

Private Collection

Their ‘Private Collection’ features a truly exceptional and unique range of greatly aged single malts from a selection of celebrated, little-known and now closed distilleries

across Scotland. Personally selected by members of the Urquhart family, owners of Gordon & MacPhail, each release in their ‘Private Collection’ is a unique and exquisite chapter in Scotland’s history of whisky.

Periodically, Gordon & MacPhail releases a whisky under its Generations range. These whiskies are landmark moments for the category – iconic chapters in Scotland`s liquid history, typically the oldest single malt Scotch whiskies ever released.

Gordon & MacPhail whiskies define the pinnacle of quality for single malt Scotch, with discerning drinkers from all over the world seeking out these rare, iconic malts.

For more information, please contact enquiries@gordonandmacphail.com

A BREW-TIFUL OPPORTUNITY!

How your food and drink can make every guest’s stay memorable –and keep them coming back!

At Yorkshire Tea, we know great food and drink has the power to ‘make’ your guests’ experience, almost always influencing the satisfaction of their stay.2

Think mighty, mood-boosting brunches. Warming breaks. Joyful afternoon teas. And proper laughs in the lobby. All kinds of brew-tiful opportunities!

With whopping growth expected for the hotels market this year,3 why not maximise your chances to wow guests in every corner of your hotel, at each moment of the day?

With the UK’s number one brew,4 you can give them their favourite tea moments and make a proper difference! So, where do the opportunities lie? And how can you maximise these tea moments?

Breakfast time

Boosting moods and profit,5 there’s nothing like breakfast with a proper brew. With a choice of three Yorkshire Tea blends, give your guests a proper start to each day –however they like it!

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Hotel room rituals

A relaxing brew after check-in. A warming evening refreshment. Or even a post-shopping pick-me-up. Each in-room moment is unique, meaning plenty of ways for your guests to enjoy a proper brew whenever they like! With in-room tea and coffee a top-rated amenity expected in hotel bedrooms,6 have every moment covered with a familiar favourite.

Lobby bars and co-working spaces

Bar by night, guest workspace by day! Hotels with coworking spaces are in demand - with 81% of travellers expected to take part in ‘bleisure’ travel in 2024.7 Add Yorkshire Tea to your lobby bar to give hard workers (and everyone else!) a proper break.

Meetings and events

Whether you’re hosting a celebration or a conference, a proper brew always gets the conversation flowing! With unlimited tea from the UK’s number one brew,4 you’ll add

some warmth to your hotel’s meeting and event spaces and make every event memorable!

Sustainable

storytelling

With a focus on sustainable practices in the UK hotel market,8 get the seal of approval from your guests by supporting brands who care. Telling their stories helps shape yours too – because we’re all in it together! From the way we approach sourcing, to how our tea is packed and the impact it has on the planet, we aim to make a positive difference in the world.

Offer them a proper brew when they stay with you

As a family-owned business, we’ve been making tea in Harrogate for over a century. Though we’ve grown over the years, we’ve never stopped doing what we do best –producing simply extraordinary tea for everyone to enjoy.

Part of this is also working with hotel customers like you to understand your business, helping you maximise every opportunity for growth and create proper tea moments for your guests!

By making the most of your hotel space and each daypart, you’ll make every stay a proper one and support your commercial and CSR goals!

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

1 Hotel Business Review, December 2023, 2 LinkedIn, 2023, 3 Statista, 2024, 4 IRI Value Sales, 5 Hotel Business Review, 2023, 6 YouGov, 2023, 7 Great British Life, 2024, 8 Statista, 2024

Who will be crowned ‘Hotel of the Year’ 2024 for Scotland, Wales & Northern Ireland?

See Taylors of Harrogate at the AA Hospitality Awards!

As a quality supplier of teas and coffees across every corner of the UK (and beyond), we couldn’t be prouder to sponsor the AA Hospitality Awards’ ‘Hotel of the Year’ award categories for Scotland, Wales and Northern Ireland.

Simon Numphud, Managing Director at AA Media is thrilled to join forces, sharing: “We are delighted to partner with Taylors of Harrogate. The quality of offering is of paramount importance to guests when staying away and in room beverage choice is no different. Taylors not only offer a great choice of high-quality teas and coffees that taste delicious, they do this in a highly responsible and fair way, an independent family value they have retained for over 130 years.”

Greg Harvey, Out of Home Sales Controller at Taylors of Harrogate can’t wait to see who comes out on top, adding: “With innovations to be found in every corner of the UK, we’re excited to see which hotels across Scotland, Wales and Northern Ireland have the most unique experiences to offer! So, set your diaries for 23rd September, and keep an eye out for the winner!”

Explore the AA Hospitality Awards’ website to find out more, aahospitalityawards.com

ENSURING HIGH SPIRITS

Tequila Komos on elevating customer experience in hotels.

As the fastest growing luxury tequila (over $100 per bottle category), Tequila Komos has focused on growing in the luxury hotel category, investing with flagship hotels across London to enhance guest experience whilst communicating brand messaging.

As part of their launch in the UK in early 2023, Tequila Komos ran a “co-launch” with L’arte Hotel, Battersea providing the cocktails for the launch event alongside premium tastings and staff trainings for the brand to be the exclusive luxury tequila across their sites. With an aggressive support programme, L’arte Hotel was able to offer a better quality cocktail across all of their bars including the iconic rooftop bar overlooking Battersea power station.

Alessandro Mannello, Group Bars Director of PPHE said, “Introducing new brands to the UK at the same time in the luxury space was the perfect fit when it came to launching our first, of two Art’otels. Our cocktail program revolves around quality ingredients served by quality bar teams. With the support of the brand, we have been able to showcase Tequila Komos to our customer base via the cocktail program and since the launch, we have really noticed a demand.”

One of the most innovative partnerships the brand has created is with the BoTree Hotel Mayfair in which Komos has brought in half bottles into all of the BoTree rooms –every bottle has attached a necker with a QR code allowing guests to personally engrave their bottle to take home a truly personal mini-bar treat.

Wendy Hopkins, Hakkasan Ltd Group Bar Director has been an advocate of Tequila Komos since the launch of the brand across all Hakkasan sites and said, “For the Botree Hotel, our drinks offering had to reflect the highstandard we showcase across the globe and working with independent brands like Tequila Komos meant we could think outside the box and run creative campaigns. We partnered with the brand via Hakkasan’s October Cancer Awareness Month and it was a real success, so when launching the BoTree and our F&B sites, we knew the partnership would work.”

However, the largest investment to-date remains in The Mondrian Hotel, Shoreditch where Komos launched the Bibo Sal Rosa Terrace for summer 2024. With an exclusive menu of Komos cocktails and Bibo inspired dishes, a completely new and refurbished terrace able to seat 42 with beautiful Komos Tequila inspired murals across the wall has been a real hit.

John Keane, Food & Beverage Director at Virgin Hotels London Shoreditch said: “As a luxury hotel it was important for us to partner with a luxury brand like Tequila Komos. We were able to collaborate across the course of just a few months to turn what was previously an underutilised asset into a beautiful courtyard for both guests and walk-ins”

Nik Koster, Country Manager at Tequila Komos’ parent company, CKBG, expanded on why this strategy works so well for the brand: “Tequila Komos is a truly global brand, you’ll find us on the beaches of Dubai and Miami, in the Metropolitan cities of Paris and New York and activating on the islands of Mykonos and across Asia. We know our end consumer is a habitual traveller that enjoys luxury.

In London, we’ve found the places our customers will be enjoying the city through hospitality and we’ve reinforced our global, luxury message.

We’ve now grown our hotel customer base to over 100 here in the UK which is pretty impressive in eighteen months. What’s important is that we support our customers and make sure we’re adding to the experience of the hotel. We’ll continue to invest in our hotel partners and the plan going forward is to gain more partners outside of London, whether that’s in other key cities like Edinburgh and Manchester or Countryside hot-spots like the Cotswolds. komos.com

GOOD TASTE

In the world of boutique hospitality, where the charm lies in the unique and the exclusive, Luscombe Drinks stands out as a perfect partner. We sat down with Scott Cooper, CEO at Luscombe Drinks, to delve into the brand’s story, their commitment to quality, and why their artisanal approach makes them a natural fit for the bespoke and intimate environments of boutique hotels. Join us as we explore the journey of Luscombe Drinks and uncover the details of their exceptional range of beverages.

Can you tell us about the brand’s heritage? It would be great to know about the history of Luscombe Drinks, its origins and how it’s evolved over the years.

At Luscombe we’ve always been passionate about making premium drinks. Founded in 1975 by Julian and subsequently taken over by his son, Gabriel, when he returned from living in Sicily. Gabriel has spent decades building relationships with our partner growers who share our production values and always go the extra mile to preserve and encourage the optimum taste experience.

In 1998, we were the first UK drinks brand awarded organic accreditation from the Soil Association. On the farm, we have our own organic orchard and in 2018, we became deeply involved in an agroforestry partnership on the Dartington Hall Estate. This is where we planted our first organically certified elderflower plantation. Every step from sourcing, harvesting, juicing, blending, and bottling receives our undivided attention.

Most recently, we were awarded the King’s Royal Warrant after holding the Prince of Wales Royal Warrant since May 2021.

Luscombe is favoured for its broad product range, can you tell us about this and highlight any award-winning or flagship products?

We pride ourselves on offering a diverse range of premium soft drinks, each crafted with meticulous attention to detail whilst being vegan friendly and gluten free.

Among our multi-award-winning products, our Hot Ginger Beer has gained a loyal following for its intense, spicy kick, perfect for those who appreciate a bold flavour profile. Our traditional Sicilian Lemonade stands out as this refreshing drink has received numerous accolades for its vibrant, zesty flavour, made from handpicked organic Sicilian lemons. Another customer favourite is our Raspberry Crush, known for its rich, fruity taste and bright

red hue derived naturally from organic raspberries.

I know that sustainability is important to Luscombe as a brand, can you share details on your commitment to sustainable practices, including sourcing organic ingredients and eco-friendly packaging?

Sustainability is at the core of Luscombe’s ethos. We are committed to sourcing the finest organic ingredients, ensuring that our products are not only delicious but also

environmentally responsible. By partnering with trusted organic farmers, we support sustainable agricultural practices that enhance soil health and biodiversity.

Our dedication to eco-friendly packaging is reflected in our use of glass bottles, which are not only recyclable but also preserve the integrity and taste of our drinks. We continuously seek to minimise our carbon footprint through energy-efficient production processes wherever possible. Our goal is to create exceptional drinks while nurturing the planet for future generations.

Tell us about the unique flavours and highquality ingredients that set Luscombe apart from competitors.

What truly sets Luscombe Drinks apart is our unwavering commitment to quality and taste. We use only the finest organic ingredients, meticulously sourced to ensure unparalleled taste and quality. Our drinks are free from artificial additives, preservatives, and sweeteners, allowing the natural flavours to shine through.

Each drink is crafted with a unique blend of fruits, botanicals, and spices, resulting in distinctive and memorable flavours. For instance, our Elderflower Bubbly combines handpicked organic elderflowers with Sicilian lemons, creating a delicate and aromatic drink. Similarly, our Sicilian Citrus Crush features a harmonious mix of organic Sicilian oranges and lemons, delivering a refreshing burst of citrus.

As Luscombe gears up to celebrate a huge 50 years of business next year, what can expect to see in the future, in terms of innovation and expansion?

As Luscombe gears up to celebrate a huge milestone next year, we are thrilled about the exciting developments on the horizon and our dedication to excellence and innovation remains as strong as ever.

We have gone back into our archives to rediscover past fan-favourite flavours, which we plan to reintroduce. This nostalgic nod to our rich heritage will be complemented by the introduction of new, unique flavour combinations that reflect our commitment to creativity.

As part of our growth strategy, we are undergoing a company restructure to better align our operations with our ambitious goals for the future. This restructure will enhance our ability to innovate and expand, ensuring we continue to deliver the exceptional soft drinks our customers have come to love.

While we can’t reveal all the details of our plans just yet, we assure you that our efforts will stay true to the values that have defined Luscombe for nearly half a century. Expect to see a fresh, contemporary approach that honours our legacy while embracing the future. Luscombe Drinks is poised to enter an exciting new chapter, and we look forward to sharing it with all of you.

Finally, tell us why Luscombe is right for boutique hotels.

Luscombe Drinks is the perfect choice for boutique hotels seeking to offer their guests a premium and memorable experience. Our range of premium soft drinks aligns seamlessly with the values of boutique hotels, which emphasise quality, uniqueness, and attention to detail.

Boutique hotels can enhance their guests’ stay with beverages that are not only delicious but also ethically produced and environmentally conscious. Our elegant packaging and sophisticated flavours add a touch of luxury to any setting, whether served in guest rooms, at the bar, or during special events.

Luscombe Drinks commitment to quality, sustainability, and innovation makes us an ideal partner for boutique hotels aiming to provide an exceptional and distinctive experience for their discerning guests. luscombe.co.uk

TECHNOLOGY

TRANSFORMING HOSPITALITY

The integration of big data and analytics into hotel operations is transforming the industry in numerous ways, enhancing efficiency, customer experience, and profitability. Here, we share five key ways this is happening.

1

PERSONALISED GUEST EXPERIENCE

Use customer insights to your advantage. By analysing guest data, such as past stays, preferences, and behaviours, you can offer personalised experiences. This can include tailored room preferences, customised offers, or personalised communication, enhancing guest satisfaction and loyalty. As a hotel, you can also predict guest needs, such as offering amenities or services based on past behaviours. For example, a frequent business traveller might be offered express check-in and high-speed Wi-Fi as a priority.

3

DYNAMIC PRICING AND REVENUE MANAGEMENT

Big data enables hotels to implement dynamic pricing strategies by analysing factors like demand, competition, seasonality, and events. This helps in setting room rates that maximise occupancy and revenue. By analysing historical data and market trends, hotels can forecast demand and adjust pricing and marketing strategies accordingly to optimize revenue throughout the year.

5

2

OPERATIONAL EFFICIENCY

Speaking on resource allocation, analytics can help hotels optimise resource allocation, such as staffing, energy use, and inventory management. For instance, predictive analytics can forecast occupancy rates, allowing hotels to adjust staffing levels and reduce operational costs without compromising service quality. IoT data and predictive analytics can be used to anticipate maintenance needs, reducing downtime and repair costs by addressing potential issues before they become major problems.

4

IMPROVED DECISION-MAKING

As a hotel manager, you can use big data analytics to make informed decisions about investments, service enhancements, and market expansion. By basing decisions on data rather than intuition, hotels can reduce risks and better adapt to market changes. With real-time analytics, a hotel can monitor key performance indicators (KPIs) and operational metrics. This allows for quick adjustments and continuous improvement, ensuring that the hotel operates at peak efficiency at all times.

TARGETED MARKETING AND CUSTOMER ACQUISITION

Segmented marketing campaigns can be really effective for the hospitality sector. Big data enables hotels to segment their customer base more effectively, allowing for targeted marketing campaigns that are more likely to resonate with specific groups of potential guests. This can lead to higher conversion rates and better ROI on marketing spend. In line with this, by analysing social media data and online reviews, hotels can gauge public sentiment, track brand reputation, and refine marketing strategies to attract new customers and retain existing ones, in turn, boosting profits.

SMART AND SUSTAINABLE

As the world leans even further into a sustainable future, we spoke to industry experts who outline a series of sustainable technology innovations in the hospitality industry and how they can be implemented with ease.

We are currently in an era where sustainability is no longer just a buzzword but a business imperative. In line with this, the hospitality industry is embracing innovative technologies to reduce its environmental footprint. From energy-efficient

building designs to smart water management systems and waste reduction technologies, these advancements are reshaping how hotels, resorts, and restaurants operate. This article explores the latest sustainable tech innovations in the hospitality industry, highlighting how these cuttingedge solutions are not only promoting environmental

“In the future we will see smart room innovations include voiceactivated controls and adaptive comfort systems.”

responsibility but also enhancing guest experiences and improving operational efficiency.

In terms of the most significant sustainable tech innovations currently being implemented in the hospitality industry, Samantha van Exter, Head of Hotels, Montcalm Collection, said, “We see technology as a critical enabler for the environmental efficiency of our hotels and customer experience. Whether that’s by streamlining business operations or reducing the carbon intensity of data processing through the cloud, we believe that technology has the potential to drive significant change for Montcalm Collection.” Montcalm Collection has deployed various technologies to reduce its carbon footprint including the introduction of digital registration cards for guests which has reduced paper and toner waste.

Samantha also revealed how the brand has moved away from traditional paper signatures to digital signatures for document approval by integrating DocuSign into various workflows.

Commenting on what future trends she foresees in sustainable technology for the hospitality industry, Samantha said, “Advancements in AI and IoT will be huge. Continued advancements in artificial intelligence (AI) for automating processes and the Internet of Things (IoT) will further drive sustainability in the hospitality industry and enhance operational efficiency and resource management.”

She continued and said, “In the future we will see smart room innovations include voice-activated controls and adaptive comfort systems that will learn and adapt to guest preferences for lighting, temperature, and ambience to ensure comfort, while optimising energy use.”

Sustainable technology innovations in hospitality can massively contribute to reducing the industry’s carbon footprint, but accurate measurements play a huge role in this statement. Samantha notices how there are increasingly many measurement tools out there, from submetering to advanced carbon data platforms, to AI food waste measurement bins. All of these have the purpose of

collecting more accurate data on a hotel’s environmental impact, and pinpoint the most significant wastage areas so they can be tackled. Samantha said, “This is very important, since you can’t change what you don’t measure.

“There are also solutions that focus on efficiencies, mainly relating to energy and water consumption. These have been around for a long time but they are constantly improving, which is needed because energy and water use are two of the biggest environmental impacts of hotels and do need the most optimised tech, in combination with behavioural change, to make significant reductions.”

Innovations from Zennio and its smart automation technology is helping the hospitality industry become more sustainable by optimising energy usage and reducing waste through intelligent controls and monitoring systems.

Vidar Thomassen, Director at Zennio, explained how it’s important to raise guest awareness about their energy consumption in the hotel and told us about the several techniques the team uses to achieve this, “Real-time consumption and carbon footprint visualisation, incentive system for eco-friendly stays and controls that set an ecological temperature in the room.”

Recognising that the world is rapidly evolving to adopt more sustainable policies and behaviours, prioritising energy reduction and rewarding sustainable practices,

Vidar said, “The implementation of certifications such as ISO 14001 or BREAMM, increasingly required for projects, is a good example. Fortunately, more people, companies, and properties are becoming aware that caring for the environment and the planet is essential.”

In recent years, sustainable technologies have become more accessible. What was once a luxury due to cost is now commonplace, such as solar panels or photovoltaic fields, which increasingly crown not only buildings but also individual homes. Vidar sees that this has only been possible thanks to the growth of a competitive sector where prices are now dropping, making solar panels a relatively low ROI investment.

Given that climate control systems are the main expense in hotels, Vidar believes that they will always be a primary focus when aiming to improve a building’s energy efficiency, he said, “Reducing consumption is crucial, which is why HVAC companies develop increasingly efficient models. However, it is even more important to avoid energy consumption, achievable through efficient construction with insulating materials and proper sun management.”

Sustainable technologies affect the experience of hotel guests and other hospitality establishments hugely, and Vidar admitted that when Zennio designs solutions for hotels, “The primary focus is guest satisfaction. A happy guest who positively reviews their stay on major networks allows hotels to raise nightly rates and ensure high occupancy rates year-round. Therefore, no technology should compromise guest satisfaction, which must always

be the priority.”

Another brand flying the flag for sustainability in hospitality is Greengage. Greengage’s mission is to help hospitality providers become more sustainable. The brand’s ECOsmart certification provides a quality stamp of approval that helps companies make a sustainable decision when booking a hotel, meeting venue or serviced apartment.

Andrew Perolls, CEO at Greengage, revealed that the ECOsmart accreditation programme focusses on eight key areas that the brand believe hotels should be looking at as part of their sustainability efforts and these are: “Energy efficiency, reduce water consumption, reduce waste and zero waste to landfill, building and insulating with sustainable materials, guest and meeting rooms, food and beverage, being socially responsible – internally (meaning looking after the needs of staff, such as paying the minimum living wage) plus externally, finding ways to contribute to the wider community and involving guests – making them part of the sustainability approach such as encouraging in-room recycling and opting not to have towels and bedding changed daily.”

Greengage’s ECOsmart sustainability certification is the fastest growing and most widely recognised certification scheme for hotels and venues and the team designed the ECOsmart accreditation to be a quick, easy and intuitive process.

Additionally, Greengage have recently launched ECOsmart for Venues, that enables ECOsmart accredited

“The benefit to bookers is that they can select hotels knowing that they have all been independently assessed against eight key sustainability factors.”

venues to offer their clients comprehensive reports on the carbon footprint of all events held at their premises. Andrew told us, “A key feature of ECOsmart for Venues is the ability of venues to add data unique to their operations such as renewable energy sources, carbon-measured menus or transportation methods. As well as looking at the overall carbon impact of events, the data can calculate the ‘delegate intensity factor’ by highlighting the carbon footprint per delegate.

“The benefit to bookers is that they can select hotels knowing that they have all been independently assessed against eight key sustainability factors and that the properties are committed to reducing their environmental impact.”

Since ECOsmart was launched in 2020, the team has seen numerous examples of where businesses have, not only improved the sustainability credentials, but also made financial savings. By looking at their CO2 emissions and working to reduce them, organisations can often make substantial savings. “Among areas we’ve advised businesses on include how to reduce electricity and water usage and food waste all of which add to the bottom line,” Andrew added.

Sustainable tech innovations in hospitality are helping contribute to reducing the industry’s carbon footprint and we know that measurement is key in helping reduce this. In line with this, Greengage provides practical tools that can help venues to measure their emissions and identify the key areas there they can be reduced. Andrew finished and

said, “Measurement is key to achieving reductions because without measuring where you are now, you can’t plot a way to reducing your emissions.”

Discussing what the most significant sustainable tech innovations currently being implemented in the hospitality industry are, Scott Duncan, Managing Director of Unox UK, said, “We know that AI is going to become commonplace in professional kitchen equipment as the industry continues to evolve. We took the principles of a smartphone and engineered the concept into our X-Generation range: CHEFTOP-X™ and BAKERTOP-X™.

“This year we launched the models’ latest optional accessory, OPTIC.Cooking, to the UK market. With OPTIC. Cooking, once trained to recognise a food item, operators can simply place a tray into the chamber and the oven will visually identify the food and start the correct program. This is a revolutionary tool for multi-site hotels and it’s been fantastic to already see positive results. We know from working directly with hoteliers how important consistency is – it cannot be said enough. And with OPTIC. Cooking, because the ovens can be programmed to share recipes across multiple kitchens and oven profiles through the X-Generation’s built-in DIGITAL.ID, a tray of potatoes can be consistently cooked to the same specifications in a Liverpool hotel as it can be in a London hotel thanks to the connectivity of the ovens and AI capabilities of OPTIC. Cooking.”

For hotels which have already introduced the revolutionary technology from UNOX, Scott told us that

the main focus and interest for them were around key operational challenges, such as staff turnover and training, consistent cooking results, labour savings, helping to plug the skills gap where a kitchen assistant can use the kit rather than a fully qualified chef, ease of operation and peace of mind that something is cooked correctly.

The digital age is very much here and hotels will either evolve or fall behind. With this in mind, UNOX wanted to get ahead of the game by introducing a solution that would constantly adapt to assist head chefs with their cooking process and menu development – much like a sous chef. UNOX engineers have designed the X-Generation range to constantly learn how chefs want to cook through groundbreaking built-in software such as Individual.CHEFUNOX. Using AI, the oven learns from feedback to cook every ingredient exactly the way the operator wants. Not only does this include recipes and mise-en-place, but also sustainability settings to decrease energy usage during cooking. Using DIGITAL.ID the intelligent feature asks for users’ feedback on recently completed cooking processes.

Scott said, “It uses machine learning technology to elaborate on the feedback received, continually learning from operator preferences, and helping to improve preset cooking programmes in the built-in cooking library. The X-Generation’s machine learning capabilities mean that the oven is always evolving and updating itself to better support hotel caterers throughout every service, futureproofing a sustainable kitchen.”

Recognising that the hospitality industry is at a pivotal turning point right now and how rising energy costs have significantly impacted operations and have presented many challenges –energy efficiency can be the make or break of a purchase. Hoteliers are under more pressure than ever

to provide sustainable services and solutions - including catering.

Scott explained that the hospitality industry might not feel the full impact of this shift overnight, but positive change is happening. “Without a doubt, the ambition to reduce the impact on the environment has become one of the most crucial elements of any hotel. In general, the hospitality industry has embraced the movement towards net-zero, with some significant steps being taken in recent years to achieve the ultimate goal. As demand for action on reducing carbon continues to grow, those in the foodservice sector are faced with even greater scrutiny from consumers and the government, with pressure to reduce their waste, improve efficiency, minimise their impact on the environment, and not to mention, the cost savings that can be achieved through energy-efficient equipment.”

Also contributing to a greener future in hospitality, is the partnership between Bidfood, a leading foodservice distributor and CarbonCloud, a company that provides carbon footprint calculations and sustainability insights for the food industry. The partnership was initiated with the aim to enhance transparency and sustainability in the foodservice supply chain by offering detailed insights into the carbon footprint of the products Bidfood distributes.

Nathan Lyon, Head of Environmental Supply Chain Projects at Bidfood, believes that when it comes to reducing emissions, no business can work in isolation. “Collaboration is the key driving force to get us down the road to a more sustainable future. At Bidfood, our ambition is to have reduced absolute carbon emissions across scope 1, 2 and 3 by at least 90%, with the residual emissions offset by 2045. However, it is a journey that requires teamwork

“Our carbon data initiative will allow us to generate an initial carbon footprint on all of our consumable products.”

and why we partnered with climate technology experts, CarbonCloud, nearly a year ago.

“Our carbon data initiative will allow us to generate an initial carbon footprint on all of our consumable products and create a solid foundation of engagement between our suppliers and customers. It gives us a platform to discuss our progress, align our targets and a fantastic tool to support them on their journeys to net zero,” said Nathan.

In terms of predicting future trends surrounding sustainable technology for the hospitality sector, Nathan sees that price has played a key role in the purchasing habits of operators. He said, “As sustainable technology, such as the one we’re developing with CarbonCloud, begins churning out data, those purchasing habits will change. Overtime, a chef or caterer may choose a product based on its carbon footprint instead.

“Our end goal with our carbon data initiative is to integrate it into our MyRecipes and Menu Planning tools on our online shop, Bidfood Direct. Currently, these bespoke, unique tools allow customers to create recipes and menus based on their agreed product range, as well as view and download the allergy and nutritional information for each recipe. So, if a chef wants to create a recipe for a cheese soufflé through Bidfood Direct, they can access nutritional data, allergen info, and the carbon footprint of that dish.”

Looking into exactly how sustainable technologies impact the guest experience in the hospitality space, Nathan revealed that nearly half (46%) of consumers eating out of home would like to see the carbon footprint of dishes on the menu . “With the visibility to see the carbon data of ingredients and dishes, operators can pass that information on to consumers by simply popping it on their menus. This leaves space for consumers to also make more informed choices about what they eat and in fact, 41% of them would happily pay more for a low-carbon dish ,” he finished.

In conclusion, the hospitality industry’s embrace of sustainable technology marks a transformative era where environmental responsibility is seamlessly integrated with

enhanced guest experiences and operational efficiency.

As highlighted by industry leaders, the implementation of innovative solutions like AI, IoT, and advanced measurement tools is not just reducing the sector’s carbon footprint, but also reshaping the way hotels, resorts, and restaurants function. These technologies, from energyefficient building designs to AI-driven kitchen equipment and real-time carbon tracking, are becoming essential components in the quest for sustainability. Moreover, certifications and initiatives like ECOsmart are fostering transparency and accountability, making it easier for businesses to adopt and benefit from green practices. As the cost of sustainable technologies continues to decrease and their benefits become more apparent, the hospitality industry is poised to lead by example in the global movement towards sustainability. The ongoing innovations are not just trends, but a necessary evolution in how the industry operates, ensuring that environmental stewardship and guest satisfaction go hand in hand.

LEADING THE WAY

Innovators in hospitality technology, Siemlus outline the dos for successful Wi-Fi deployment in your hotel.

When it comes to deploying successful WiFi solutions in the hospitality industry, partnering with a technology expert can make all the difference. Siemlus, a unique Service Integration & Management (SIAM) enterprise, was founded by a collective of engineering and technology experts dedicated to guiding clients in envisioning, designing, and executing futureready technology delivery for today’s hospitality market. Siemlus has established itself as a frontrunner in hospitality technology consultation, forging impactful partnerships with global leaders like Onity and Hoteza. Their expertise and commitment to excellence have earned them industry recognition as the preferred supplier for prestigious hotel brands such as IHG and luxury independents like the Castlebridge Group. By focusing on innovation and integration, Siemlus is reshaping the landscape of hospitality technology, setting new benchmarks for what is possible.

Making the Impossible Feel Siemlus

Siemlus’s approach to Wi-Fi deployment is holistic, encompassing every aspect of planning, implementation, and ongoing management. They understand that each hotel has unique needs and challenges, and they tailor their solutions accordingly. From conducting detailed site surveys to designing scalable and secure networks, Siemlus ensures that your hotel’s Wi-Fi infrastructure is robust, reliable, and ready for the future.

Conduct a Site Survey

A thorough site survey is the cornerstone of an effective Wi-Fi deployment. Assess your hotel’s layout, building materials, and potential Wi-Fi usage. Identify areas where signal strength may be compromised due to obstacles like thick walls or electronic interference. By pinpointing optimal access point placements, you can ensure robust coverage throughout your property. Utilize professional tools and services to map out signal strength and identify any potential dead zones or areas with weak signals.

Plan for High-Density Areas

Hotels often have areas where guests congregate, such as lobbies, conference rooms, restaurants, and lounges. These high-density areas require more bandwidth and robust Wi-Fi coverage to accommodate multiple devices simultaneously. Allocate additional resources, such as

more access points or higher capacity ones, to these zones to ensure that all guests experience consistent and high-speed internet access. Proactively managing these high-traffic areas can significantly enhance the guest experience, especially during peak times.

Ensure Security Measures are in Place

Security is paramount when offering Wi-Fi to guests. Implement robust security protocols to protect both guest data and your hotel’s internal network. Use WPA3 encryption, set up a secure guest network separate from the hotel’s operational network, and regularly update all firmware and security settings. Additionally, consider implementing advanced security measures such as network monitoring, firewalls, and intrusion detection systems to safeguard against potential cyber threats.

Choose Scalable Solutions

Select Wi-Fi solutions that can grow with your hotel’s future needs. As your hotel expands or undergoes renovations, your Wi-Fi infrastructure should be able to scale accordingly. Opt for systems that offer easy upgrades and can integrate new technologies as they emerge. This ensures that your investment remains valuable and functional over time, adapting to increasing demands and evolving guest expectations.

Provide Consistent Coverage

Seamless Wi-Fi coverage is critical in preventing dead zones and weak signals that can frustrate guests. Ensure that every part of your hotel, from guest rooms to public areas, has reliable Wi-Fi access. Use access points strategically placed to create overlapping coverage areas, minimizing the chances of dropped connections. Regularly test and monitor your Wi-Fi network to identify and address any issues promptly, maintaining a high level of service for your guests.

Talk to the experts

Deploying successful Wi-Fi in your hotel involves careful planning and strategic implementation. By conducting a site survey, planning for high-density areas, ensuring robust security, choosing scalable solutions, and providing consistent coverage, you can create a reliable and satisfying Wi-Fi experience for your guests. Investing in a high-quality Wi-Fi network not only meets current guest expectations but also prepares your hotel for future technological advancements and increased demand. With Siemlus leading the way, you can trust that your hotel’s Wi-Fi deployment will be handled with expertise and precision, ensuring that your guests enjoy the best possible connectivity experience. Making the impossible feel Siemlus. siemlus.com

BEYOND THE ROOM

Total revenue for hotels - the hospitality landscape has evolved; hotels are more than just rooms. Today guests seek experiences and personalised interactions, and hoteliers need the strategies and tools to deliver. In this exclusive piece from Journey, we reveal how you can go above and beyond to harness profitability.

Personalisation has become the ultimate luxury, and technology plays a pivotal role in meeting these expectations, enhancing guest experiences by curation before and during their stay.

No Standard Hotel Guest

Every guest is unique, and desires niched services. This shift demands a mindset change for hoteliers - from focusing solely on rooms to adopting a holistic retail approach, making every aspect of the hotel ‘shoppable’ through next-gen technology.

Monetise More

Learnings from the retail and aviation sectors can help hotels increase revenue by diversifying their offerings. By making all products and services easily purchasable, hotels can create seamless and memorable guest experiences.

Roe Park Resort

Identified changing consumer behaviours as a business opportunity. Understanding the urge for clients to book online - notably ‘out of hours’ - the spa team sought Journey’s technology to empower guests to book their visit at any hour resulting in spa appointments doubling year-on-year.

Alana McAtamney, Spa Manager at Roe Park Resort, said “We needed something to tap into the market for potential bookings coming in overnight, including from hotel guests who have already checked in to the resort. Many guests previously checked in without having a spa treatment pre-booked but consider it when they’ve arrived and are relaxing in the evening. We wanted to give them the ability to book and confirm a treatment immediately scheduled, for as soon as the next morning.”

The Art of Hospitality in a Digital World

Retailing is now essential in hospitality. Guests expect self-service options across all areas of their lives, including travel experiences. Convenience and time value drive this expectation, and hotels must provide tailored seamless online experiences.

Offering smooth online booking, cross-selling, and upselling in a secure ecommerce environment can significantly boost hotel revenue. Direct bookings provide exclusive benefits to guests and allow hotels to offer more personalised services.

A unified booking experience across multiple platforms is crucial. Guests should be able to book and pay for services however they prefer, using digital wallets such as Apple Pay for seamless transactions.

Thinking Like a Retailer to Drive Profitability

Profitability, not just revenue, is the ultimate goal for hotels. Rising operational costs require hoteliers to adopt a ‘Total Revenue Management’ approach, akin to retail strategies, to balance costs and boost profits. Creating exceptional guest experiences should be operationally feasible. Technology and strategic partnerships can help hotels offer compelling ancillary products and services, enhancing guest satisfaction and boosting revenue.

Selling the Hotel Experience

In the experience economy, hotels must go beyond room-centric models. Self-service access to value-added experiences like spa treatments, activities, and dining enhances guest satisfaction and increases total spend per guest.

Hotels have numerous opportunities to upsell, from breakfast and in-room champagne to pet charges and merchandise sales. Displaying these options online and during the booking process encourages additional spending.

Popular retail add-ons:

• Cabana Reservations

• EV Charging

• Spa Passes

• Class Passes

• Self-serve Facilities

• Outdoor Activities

• Animal Charge

• Food and Beverage bolt-ons

The Future of Hotel Retailing is Now

Successful companies continuously adapt to meet client needs, and hotels must do the same. Embracing technology to unify booking and management of on-property experiences is crucial. Integrated systems like Journey’s ecommerce platform enhance the guest experience and streamline operations, driving total revenue. By thinking like retailers, hoteliers can meet evolving guest expectations and boost profitability. Embrace selfservice options, leverage direct bookings, and adopt an

omnichannel approach to stay ahead in the competitive hospitality market.

Journey. Total revenue for hotels. Contact us to learn more. www.journey.travel

DID YOU KNOW?

Turning Wellness into Wealth

Wellness-focused hotels see nearly double the TRevPAR compared to those without wellness facilities. Even hotels with limited space can benefit significantly by offering wellness services and opening new revenue streams from locals and members.

The Coniston Hotel

Revamped its commercial strategy, resulting in a 70% increase in direct room bookings, a 41% revenue boost, and a 27% rise in room bookings with table reservations. By unbundling facilities from room sales, guests shaped their stays, enhancing perceived value and monetising facilities effectively.

Louise Bolton, Director at The Coniston and 25year veteran of the hotel, said: “We didn’t have digital expertise within our business, but knew that we needed to grow that side of our business, especially as we were struggling to attract new customers from a wide age range. Journey has helped us not only devise a strong commercial strategy thanks to its performance team but activate that plan by working with their digital marketing team and utilising their technology solutions.”

CELEBRATING INNOVATION

Allow us to reveal the details on the award winning solution to improve hotels’ comfort by Siemens.

Wireless building management solutions (BMS) are an important way of hotels controlling their environments and improving comfort levels, not only for guests but also for employees. With many hotels offering conference facilities, the opportunity to ensure optimum conditions for delegates is also a significant benefit, with the capability to easily retro-fit sensors without the cost and associated disruption of cumbersome wiring and manual installation of sensors, actuators, controllers, lighting, switches and other devices. When those facilities or other rooms are unoccupied, BMS make a significant contribution to reducing energy use.

Siemens Building Products has won the ‘Technical Innovation of the Year’ category in the biggest Awards scheme for the building controls and BEMS (Building & Energy Management System) industry.

Siemens Wireless Room Solution won the hotly contested product category, sponsored by CIBSE, as one of six finalists at the BCIA (Building Controls Industry Association) Awards dinner at The Eastside Rooms in Birmingham on 2 May, 2024. It was the first time the Awards have been presented at this venue which saw almost 500 people attend the annual celebration of innovation, product development, project delivery and training in this important sector of the construction industry.

The Wireless Room Solution from Siemens features three new sensors as part of the company’s ongoing development of the company’s expanding IoT range. The battery-operated sensors allow quick and easy installation to provide important monitoring of indoor air quality (IAQ), with three options available: temperature only; temperature and relative humidity; temperature, relative humidity and CO2. With buildings being repurposed and reconfigured, the capability for ease of installation or relocation of sensors to meet new requirements without damaging walls and ceilings through re-wiring is a particular advantage.

With CO2 being an excellent indicator of IAQ, the new sensor offers a measurement accuracy of +/-2%.

Open interfaces are key in enabling more intelligent room devices and building solutions. The new sensors communicate wirelessly through Thread - an open source, mesh networking, IP-based protocol - meaning they operate seamlessly, either with Siemens own BMS, such as the popular Desigo system, or with those of other manufacturers.

Entrants were required to provide a testimonial from a product user and the comment on the Wireless Room Solution recognised that it was “…fast and easy to deploy with continuous data reporting capabilities, automated alarms and no line of sight required…enabling installation of 20 room sensors in a single day.”

The Awards were hosted by comedian Ellie Taylor, with funds raised for Carers UK, the charity nominated by new BCIA President, Stacey Lucas.

Commenting on the award, Ron Purcell, Product Manager for Siemens Building Products, UK and Ireland, said – “we are naturally delighted to win such a prestigious award. Innovation is so important in continuing to drive forward improvements in creating healthy, energy efficient and productive building environments so to win this category is particularly pleasing.”

For further information on Siemens Building Products www.siemens.co.uk/buildingtechnologies

(L to R): Ellie Taylor, Martin Craig (Head of Sales for Siemens Comfort), Tony Went (Regional Sales Manager for Siemens Comfort), Simon Parker, Managing Director of CIBSE.

BREAKING DOWN DATA SILOS

Why native integrations between CRS and CRM matter, as told by SHR

Group.

In today’s hospitality landscape, a seamless guest experience hinges on a unified flow of reservation and guest information across the technology stack. Yet so many hotels still struggle with data silos as a result of having separate, disconnected Central Reservation Systems (CRS) and Customer Relationship Management (CRM) systems.

The reality is that hoteliers who still rely on connecting and integrating two separate systems are putting themselves at a disadvantage. Traditional integrations between CRS and CRM systems, which are typically developed independently by different vendors, rely on APIs to facilitate data transfer. While APIs can connect two systems, the quality and depth of these integrations is critical – and more often than not, they fall short, leaving hoteliers vulnerable to inaccurate information.

Data mapping inconsistencies, one-way data transfers, and batch processing delays – all of which are symptoms of poor integration – can hinder real-time access to guest information, the very thing needed to provide a truly personalized guest experience. When crucial booking information isn’t passed from the CRS to the CRM, hoteliers miss out on a whole trove of opportunities – like accurately identifying guests and their loyalty status when they book or check in, recognizing previous guest preferences and implementing them during a stay, and upselling targeted and relevant offers.

Hoteliers can combat the disconnect between their CRS and CRM by prioritizing natively integrated systems. Native integrations, where both systems are developed by the same company and designed to work together from the ground up, eliminates the usual pitfalls of separate systems scrambling to communicate through APIs. Instead, native integrations offer consistent data mapping, real-time twoway data transfers, and robust data security, providing a more reliable and efficient solution for managing guest information.

Adopting natively integrated CRS and CRM systems enhances operational efficiency and opens up new avenues for revenue generation. With a unified system that allows hotel staff to access comprehensive, up-to-

date guest profiles, hotels are in a far better position to upsell, implement targeted marketing campaigns, and build effective loyalty programs. With accurate and comprehensive data at their fingertips, hotel managers gain deeper insights into guest behavior, preferences, and trends, making a natively integrated system an indispensable tool.

In an industry where guest expectations are continually evolving, having a robust, integrated technology stack is no longer a luxury – it’s a necessity.

For hoteliers, embracing native integrations between CRS and CRM systems is a strategic move that can drive longterm success. The fragmented approach of using separate CRS and CRM systems connected through APIs is becoming increasingly outdated.

The future lies in native integrations that offer a seamless, efficient, and secure flow of information across all hotel systems. By prioritizing these integrations, hoteliers can stay ahead of the competition, meet and exceed guest expectations, and drive sustained profitability.

To learn more about natively integrated CRS and CRM systems, download SHR’s whitepaper, ‘The importance of a deep, native integration between your CRS & CRM’, today. shrgroup.uk/

Discover the ultimate one-stop-shop for the most advanced intelligent commercial suite of applications, powered by AI

JUST GENIUS!

We delve into how the best laundry technology increases sustainability and control.

“Technology and innovation are adding new impetus to the increasing number of hospitality operators making the move from outsourcing to running their own on-premise laundry,” says Jeremy Paul, Head of Commercial Sales at Girbau UK. “The latest smart laundry equipment makes it easier than ever to take control of costs and quality while increasing energy efficiency and sustainability.”

Girbau’s latest Genius washers are its most energy efficient machines ever. They operate with sustained high spin speeds and a 450G extraction force, which is 50G higher than its previous model and the highest available from any manufacturer. By extracting more water, the 450G washers reduce drying time by at least 10% and drying energy consumption by up to 30%. As well as saving energy, the washers also increase laundry productivity by at least 10% compared to lower extraction force washers. A laundry room attendant operating three Genius washers and three dryers for an eight-hour shift can process 2549kg of laundry versus 2304kg using a 400G washer, or 2088kg using a 200G washer – a productivity increase of between 10 and 22 per cent.

Genius washers also offer exceptionally reinforced strength and durability for years of constant use. Their robust floating suspension improves machine longevity and delivers superior balance control for reaching target extract speeds faster. Girbau’s unique Care Plus Drum extends linen life and increases productivity by decreasing tangling. The drum perforations also provide faster dispersion of water. The extra-large 10-inch waterproof colour screen is intuitive to use and designed to work with gloved hands.

Girbau’s Sapphire cloud-based management system, which comes as standard on Genius washers, allows users to completely monitor, manage and configure a laundry, giving greater control for energy efficient operation. The unrivalled Bluetooth and internet connectivity facilitates quick programming, simplified laundry management, and remote software updates. Laundry operational data is stored in the cloud, making it is easy to view activity reports via a desktop, laptop, tablet or phone. You can quickly check machine status and alarms as well as analysing data trends to spot how operational efficiency can be improved. Analysis can, for example, show what types of fabric you are processing (by the program used) and in what volume. You can create regular reports on your

laundry’s operation using your choice of chosen metrics, such as an overview of production by weight in kg over a 30-day period.

The software also has a smart-alerts system that proactively monitors operation and sends an email or text when there is any irregularity in how machines are working. This helps to reduce maintenance and downtime as any issues can be identified and solved quickly before expensive repairs are necessary. You can also set up activity reports and use the alarms feature to show down times and check machine history.

Tel: 01462 427780

Website: www.girbau.com

Email: sales.uk@girbau.com

HELPING HOTELS SELL AND MANAGE THEIR EXPERIENCES

Our technology and ecommerce services change the game for hotels, spas and resorts. Average call volume Average conversion rate Average order value

%

%

QUALITY IS THE KEY

Elevate your guest experience with a touch of Border Biscuits.

Imagine your guests settling into their room after a long journey, greeted by the inviting aroma of freshly brewed coffee or tea. Now, picture their delight when they discover a selection of delectable biscuits to accompany their hot drink – a touch of home away from home. With 60% of all biscuits consumed alongside tea or coffee, offering complimentary snacks is a natural fit for your in-room drinks service. This small touch is a great way to build positive associations with guests.

In the competitive world of hospitality, it’s often the smallest details that leave the biggest impression on your guests. While luxurious amenities certainly have their place, what about those small, thoughtful touches that linger in a guest’s memory.

That’s where Border can help to unlock a new level of delight for your guests.

At Border, we understand that you strive to provide your guests with a superior experience, and we believe that should extend to every touchpoint, including the in-room facilities. That’s why we are the UK’s number one premium biscuit brand consumed out-of-home. We offer a range of premium biscuits that are crafted with the finest ingredients and presented in individually wrapped portions for ultimate convenience and freshness.

We offer a variety of flavours to tantalise every palate, from divine Chocolate Cookies and classic Shortbread to indulgent Butterscotch Crunch in a range of tempting varieties. Our products are individually wrapped, offering guests the option of enjoying them on the go.

Stocking Border biscuits alongside your in-room hot beverage service is a simple yet effective way to enhance guest satisfaction and build positive associations with your hotel brand. Extend that same welcoming touch to your communal areas. Imagine guests relaxing and connecting over a cup of tea or coffee, accompanied by a tempting selection of biscuits. It’s a small gesture that speaks volumes about your commitment to creating a warm and inviting atmosphere.

Partner with Border and unlock a new level of luxury. Contact us today to learn more about our range of premium biscuits for the hospitality industry.

Let us help you create those memorable moments that turn guests into lifelong fans. www.border.co.uk

UK’s

No.1

BAKERS OFTHE BRANDED MINIPACKS

GREAT SCOTLAND YARD HOTEL

Nestled in the heart of London, Great Scotland Yard is a unique blend of historical charm and modern luxury. This iconic building, once the headquarters of the Metropolitan Police, has been transformed into a sophisticated hotel offering a rich history intertwined with contemporary elegance. In an intimate conversation with Mario Flanagan, General Manager, we find out how the Great Scotland Yard promises an unforgettable stay in one of the city’s most distinguished venues.

Tell us about when Great Scotland Yard opened and how the launch was navigated as part of a wider portfolio?

On the site of the former headquarters of the Metropolitan Police, the luxury hotel and adjacent five-story townhouse is the first by The Unbound Collection by Hyatt brand in the UK. The opening followed a major restoration and full-scale renovation that breathed new life into one of London’s famous landmarks, as it opened to the public for the first time in nearly two hundred years.

As part of a collection of unique hotels, each with their own distinct story, Great Scotland Yard is an iconic property steeped in history that asks guests to expect the unexpected. Once the historical home of law and order in the City of Westminster, the hotel has also served as inspiration for Sir Arthur Conan Doyle, has been a dwelling for Kings of Scotland, and is the site where Lord Kitchener famously told World War I recruits ‘Your Country Needs You.’ Every aspect of the hotel pays homage to this extraordinary past.

What makes the venue unique in such a competitive market with guests looking for memorable stays post-pandemic?

Our history - our famous address is a legendary site immersed in iconic British history housed in a Grade II listed building with Edwardian and Georgian architecture. It’s where Sir Robert peel founded the Metropolitan Police. Plus, our Central London location, which is just moments from Trafalgar Square and within easy walking distance from all of London’s major tourist hotspots from The

London Eye, Big Ben and The Houses of Parliament, to Westminster Abbey and Buckingham Palace.

The venue markets itself as being traditional, yet luxury; can you tell us about this and how it affects the guest experience?

Our guests appreciate unique and authentic experiences inspired by the building’s rich past and fascinating hidden stories. We focus on telling unconventional stories and creating experiences with a twist on tradition, and a focus on history, design and art, whilst offering an unrivalled personalised service, with a passion for all things culinary and beverage, in an atmosphere that is vibrant and playful.

Can you tell us about the venue’s ethos and its importance in the success of the hotel?

Great Scotland Yard Hotel caters to the independent and curious discerning traveller who values history, luxury and cultural immersion.

Great Scotland Yard hotel is one of a kind, embodying the essence of London’s rich history and British heritage with contemporary and sophisticated style. The historic charm of the unique design and intriguing history of the building, blended with the stand-out luxury and sophistication at every turn, together with personalised service and a British touch, coupled with hidden stories of the past inspire oneof-a-kind experiences.

The Great Scotland Yard Hotel is positioned in central London which is a hotspot for hospitality; what features allow the venue to stand out in a competitive location?

At Great Scotland Yard Hotel, there’s an abundance of history and over 150 pieces of art, most of which has been specially commissioned for the property by Sarah PercyDavis of Hollandridge Group, who worked closely with our owners to collate an amazing collection, including an installation in the hotel lobby by Nicola Green and a collection of works which were purchased from Koestler Arts, a prison arts charity, plus many other incredible

works of art. The art tells the most important and interesting narratives from the building’s rich history, visually telling the story of Scotland Yard.

Being part of the wider Hyatt brand is a huge selling point; how do you ensure cohesion throughout the brand at Great Scotland Yard?

Great Scotland Yard, as part of The Unbound Collection by Hyatt, benefits from the broader Hyatt brand’s reputation for excellence while embracing a distinct identity. The Unbound Collection is designed to group unique properties with historical significance and unique selling points (USPs), and Great Scotland Yard exemplifies this approach. To ensure cohesion throughout the Hyatt brand, we align with Hyatt’s overarching brand standards, ensuring quality, service and guest experience remain consistent and exemplary. However, our primary focus is on the singularity and distinctive narrative of our property, which is central to The Unbound Collection ethos.

Great Scotland Yard’s rich history and unique characteristics allow us to craft a compelling story that resonates with our guests. This storytelling approach not only highlights our property’s unique aspects, but also integrates the broader Hyatt values in a way that feels authentic and engaging. By weaving historical significance with contemporary luxury, we offer guests a memorable experience that stands out within the Hyatt portfolio. This blend of adherence to Hyatt’s standards and a strong, unique narrative allows us to provide an exceptional experience, ensuring that guests feel the prestige of the Hyatt brand while being immersed in the distinct charm of Great Scotland Yard.

How will you continue to navigate emerging industry trends in order to stay present?

We will continue to navigate emerging industry trends with agility and innovation, targeting our customer segment more precisely based on their preferences.

@gsy_london

A CULINARY GEM

Nestled within the vibrant urban landscape, UBA Restaurant redefines fine dining with its unique blend of contemporary flavours and traditional techniques. Located in the luxurious setting of Hart Shoreditech, UBA offers an exquisite culinary experience for guests and this Restaurant Profile reveals how.

Earlier this year Hart Shoreditch introduced the arrival of UBA, a decadent dining spot that allows visitors to embark on a gastronomic journey through the bustling streets and aromatic alleys of Asia’s most vibrant cities with a menu that offers sharing plates, served-up against a backdrop of ornate interiors and a vibrant soundtrack.

Helmed by globetrotting Chef Paul Greening, the restaurant is part of East London’s stylish Hart Shoreditch hotel and offers guests a distinct gourmet experience that reflects the vibrance of the hotel itself, and its celebration of culture.

The menu at the recently launched gourmet venture offers dishes inspired by Chef Paul Greening’s journeys

across Tokyo, Bangkok, Hong Kong, and Singapore. Reflecting the vibrant and diverse nature of South Asian cuisine, guests can expect to enjoy a wide range of flavours, textures and aromas with sharing plates that show creative flair but are rooted in tradition. The menu ranges from silky sashimi and new-style sushi to fluffy hirata buns and dim sum, gorgeous gyoza and soul-soothing ramen. Signature dishes include stuffed boneless chicken wings with coriander, lime, and ginger miso dipping; spicy salmon tartare served on an ice plate with Japanese herbs, salmon roe and nori rice crackers. Ensuring there is something for everyone, larger plates come from the robata and teppanyaki with dishes such as yuzu shisho marinade lamb cutlets with nashi pear tomato miso and kimchi; yakiniku

beef ribeye with sweet potato nest, onion miso and wasabi furikake; and crispy salmon belly with gochujang brown butter ponzu.

Taking centre stage and offering a heightened atmosphere for dining guests is a bar serving a selection of perfectly paired cocktails, wines and spirits inspired by the team’s personal travels through Asia. The drinks list offers a selection of much-loved favourites with a twist, as well as some exceptional signatures unique to UBA.

The interior has been carefully thought out to complement the dining experience whilst paying homage to Asian culture and mythology. Bathed in auspicious red and gold, banquettes are upholstered in scarlet velvet and tabletops are lava stone, whilst counter dining for up to 14 is available at the statement marble bar. Illustrative

artwork, calligraphy, colourful porcelain plates and tiger statues and graphics, symbolising strength, and grace, complete the picture.

From the team behind the acclaimed Sucre, Alma and CLAP London, UBA is more than just a restaurant. Reflecting the eclectic vibe of Shoreditch, this restaurant offers guests at Hart Shoreditch a multi-sensory celebration of Pan-Asian flavours, creative cocktails, and serious sounds, wrapped in a lively and playful package that mirrors the essence of the hotel itself. With plans for events and DJ nights, UBA is set to be the area’s hottest dining destination, perfectly placed in one of East London’s most stylish hotels.

ubarestaurant.com hartshoreditch.com

HYATT REGENCY KOTOR BAY

Nestled along the stunning Adriatic coastline, the Hyatt Regency Kotor Bay is a sanctuary of luxury and serenity, offering guests an unparalleled experience in Montenegro. In an exclusive interview, Resort Manager Larisa Jovanovic, sheds light on the unique offerings that set Hyatt Regency Kotor Bay apart and discusses the unwavering commitment to excellence that defines the resort’s ethos.

Can you provide a brief overview of the Hyatt Regency Kotor Bay Resort and its history?

Hyatt Regency Kotor Bay Resort is nestled in the heart of UNESCO world heritage site, that happens to be one of the most spectacular locations in Montenegro - where high mountains plunge dramatically to the calm waters of the Bay. In contrast to this sensational landscape, Hyatt Regency Kotor Bay Resort exudes tranquility, peace and relaxing atmosphere.

At this very special site we opened a hotel in 2020, that was called Blue Kotor Bay and managed to put ourselves on the map even in the most dire of circumstances, with the pandemic in full swing. In 2023. we extendend the capacity, added new facilities, and joined Hyatt.

What makes Hyatt Regency Kotor Bay unique compared to other hotels in the region?

First of all, it is the location that is unparalleled; Kotor Bay is one of the most spectacular locations in Montenegro. And then we’re very lucky that one of the Bay’s rare, natural beaches is a part of our resort. All the facilities have been carefully designed with our guests’ interests in mind, all the while reflecting and respecting our region’s heritage and traditions. We have a young, enthusiastic team here to help our guests make the most out of their time with us.

Can you describe the different types of rooms and suites available at the hotel?

Our hotel is unusual in the number of different room categories - we have no less than 18 room types! Different room types will satisfy various needs, whether travelling alone or with family or friends. From 1 twin bed, that accommodates a single person, through a selection of premium and deluxe rooms with different settings and

views, up to our stunning one, three and four-bedroom beachfront apartments with kitchenettes that are most luxurious, and spacious, with rooftop patios that offer panoramic views of the bay – and front row seats to the best sunsets! All our rooms and suites are bright yet cozy, with large windows showcasing spectacular views of the sea, pool or surrounding mountains. Crisp, comfortable sheets and other modern amenities will ensure a pleasurable stay.

What special amenities are offered to enhance the guest experience?

We approach each guest individually and create the experiences according to their needs and wishes. The concierge team is crucial here to make sure all their requests are met. Upon arrival, our guests are welcomed with a glass of something beautifully chilled, most love to enjoy prosecco for the perfect start to their vacation. For those who want to stay in shape even on vacation, our gym is open 24/7. We need to mention that hotel is accessible for individuals with disabilities as we strive to create a pleasant environment for all.

Priotiritsing wellbeing, the venue boasts the incredible Vrmac Health & Wellbeing Retreat de’MAR – can you tell us about this and exactly how rare this facility is?

The beneficial climate of this part of Kotor Bay was recognized more than a century ago, when this area was declared a natural health zone. It has been medically proven that a mixture of the different winds from the sea and the encompassing mountains, as well as the evaporation of minerals and ions, have a positive effect on the respiratory system.

Continuing the tradition of healing, we created Vrmac Health & Wellbeing Retreat, which has not just respiratory programs but also a wide variety of retreats and treatments, targeting the most common health issues of today. The most popular programmes are the: Immune Booster, Stress Relief, Managers’ Retreat, and the Detox Vita. Our highly skilled medical team is specialised in the field of rehabilitation, Vrmac Health & Wellbeing is fully equipped with diagnostic and therapeutic medical equipment of the latest generation.

What food and beverage options are available at Hyatt Regency Kotor Bay?

We carefully thought about our food and beverage offer, having in mind the different tastes and cultures our guests are coming from, but also wanting to showcase our own culinary traditions.

Our main restaurant Blue presents national and international dishes emphasizing the character of local ingredients. Montenegro Food Corner proudly promotes the rich gastronomic heritage of the country, dating many centuries back and our creative chefs on the live cooking stations will prepare your preferred breakfast option.

Placed right by the sea and accessible by boat via the hotel’s private marina, our a la carte restaurant Lighthouse offers only the highest quality of Mediterranean cuisine through a carefully designed menu, accompanied by an extensive list of domestic and international wine labels.

Beach bar and restaurant Ole is located on the longest natural beach in Kotor Bay. It is determined by spectacular views, flame colour sunsets reflected over the mountain tops and delicious bites inspired by Latin American culinary traditions.

Bliss pool bar is a place of calm and relaxation, here

guests enjoy light bites and signature cocktails.

The Lobby bar and terrace located near the reception is suitable for all those who like to relax and feel the vibe of a fast-paced environment. It is a perfect fit for the ones working remotely, who love playing cards with their friends and family, or just enjoy the bird song while reading their favourite book.

Can you tell us more about the spa services and any special treatments that are particularly popular among guests?

We have entrusted the concept and management of our Spa center to Spa Soul, a reputable Turkish company with decades of experience in luxury hotels. They brought the Oriental spa traditions to our resort.

It is worth mentioning that we have the first original Turkish hammam and guests can indulge in numerous different treatments, thanks to our skilled therapist and carefully designed spa menu. Spa Soul also features a sauna with a sea view, steam bath, and a stunning indoor pool that overlooks the Bay. Highly experienced staff will introduce guests to the modern trends from the industry of health and beauty, focusing on what they need the most.

All products used in cosmetics treatments are carefully selected, with our utmost concern and consideration for eco-awareness and sustainability.

What sustainability initiatives has Hyatt Regency Kotor Bay Resort implemented?

As part of our sustainability initiatives, we support local communities by sponsoring cultural, sports, fashion, and other events to promote the destination.

In terms of energy-saving programs, Hyatt Regency Kotor Bay Resort uses energy-efficient LED bulbs that are sensor-operated which helps to avoid energy waste. In addition, all our guest rooms have energy-saving switches meaning that the air-conditioning system will automatically turn off if the windows or the door is opened. All windows are double-glazed in order to reduce energy consumption.

Solar panels are installed on rooftop to provide energy for the water heating system and the hotel has a special system implemented which uses seawater (instead of

drinking water) for air-conditioning purposes.

To control and reduce usage of water, our property is equipped with a special tap controlling system capable of reducing the amount of water running through the taps and showers just by a click. We set the amount of water as low as possible without affecting the guest’s well-being in the hotel.

When it comes to bed linen and towel exchange, our standard practice allows guests to choose not to change linens and towels too frequently. Linen is regularly exchanged every three days.

Waste reduction is a big part of Hyatt Regency Kotor Bay Resort’s everyday operation. To reduce usage of plastic materials, we banned the usage of plastic cups, straws, coffee sleeves, bags, etc. We use paper cups, straws, and bags instead. Soda drinks are served in aluminum cans, which are further separated for recycling purposes.

How does the hotel plan to evolve and maintain its position as a leading resort in the area?

We are adding a new ballroom come conferencing come events space to the three existing event and meeting spaces, which will boost our eventing capacity with an additional 610 square meters.

Available as a whole or divided into two, the new space will allow for banqueting events of up to 480 people, and double that in a cocktail reception setting. The spectacular modern and multifunctional addition will be able to accommodate a versatile array of events, from weddings and conferences, team buildings and seminars, ceremonies, and parties, product launches and fashion shows, to fundraisers and diplomatic and corporate receptions.

With the elevation of Montenegro as a vacation and business destination, ease of access by road and by water, and the increase in incoming flights from across Europe and beyond, this strategic development was envisioned as a key element in positioning the resort as a market leader in the region, offering an array of superior services and modern facilities while keeping the charm of the natural surroundings intact.

@hyattregencykotorbayresort

STAFFING

ENSURING DIVERSITY

Fostering a more inclusive and diverse workforce in a hotel setting involves strategic initiatives that promote equality, respect, and appreciation for different backgrounds. Here, we outline five ways hotels can achieve this.

1

IMPLEMENT INCLUSIVE HIRING PRACTICES

You should look to utilise a variety of recruitment platforms to reach a wider audience, including those that cater to underrepresented groups. This can include partnerships with local community organisations, diverse job boards, and career fairs targeting minority groups. Use structured interviews and standardised evaluation criteria to help minimise unconscious bias. Implementing blind recruitment, where identifying information is removed from applications, can also help ensure candidates are assessed solely on their qualifications and experience.

3

CREATE EMPLOYEE RESOURCE GROUPS (ERGS)

Establish ERGs for various demographics (e.g., women, LGBTQ+, people with disabilities, different ethnic backgrounds) to provide support, networking opportunities, and a platform for employees to voice their concerns and suggestions to ensure all staff members feel equally comfortable in the workplace. Look to engage ERGs in discussions on company policies and initiatives to ensure diverse perspectives are considered.

5

2

PROVIDE DIVERSITY AND INCLUSION TRAINING

Offer ongoing, regular training opportunities for all employees on topics such as cultural competency, unconscious bias, and antidiscrimination – this will help to create a more aware and respectful workplace. In terms of leadership training, ensure that managers and supervisors receive additional training to foster an inclusive environment, recognise potential biases, and manage diverse teams effectively to ensure the entirety of the team are on the same page.

4

PROMOTE A DIVERSE LEADERSHIP TEAM

Invest in the development of diverse talent within the organisation through mentoring, leadership training, and succession planning. Encourage internal promotions and create pathways for advancement that are transparent and accessible to all employees from the onset of their contract. Ensure that the leadership team reflects the diversity of the workforce, which can inspire employees and signal the company’s commitment to inclusion.

ADOPT INCLUSIVE POLICIES AND PRACTICES

Offer flexible work schedules, parental leave, and accommodations for employees with disabilities to create a more inclusive environment. Be sure to highlight the significance of zero-tolerance policies that establish and enforce strict procedures against discrimination, harassment, and any form of exclusionary behaviour. Ensure that all employees are aware of these policies and that there are clear, accessible channels for reporting and addressing grievances.

TRAINING FOR EXCELLENCE

With the help of expert commentary from industry greats, we discuss the importance of investing in employee development.

In today’s highly competitive hotel industry, the difference between good service and exceptional service often lies in the hands of well-trained employees. As the hospitality landscape evolves, investing in employee development has become more than just a strategy—it’s a necessity. This article explores how training for excellence not only enhances the skills and competencies of hotel staff but also drives guest satisfaction, boosts employee retention, and ultimately leads to long-term success. By focusing on continuous learning and professional growth, hotels can create an environment where both employees and guests thrive.

Edward Hooper, CEO of Leading Quality Assurance (LQA), recognises that talent recruitment and retention have become our industry’s biggest challenge, and hotels across the globe are having to recruit team members with little or no prior hospitality exposure. Edward sees that not only is comprehensive training critical to empower employees to consistently deliver exceptional guest experiences, but it also inspires them to become long-term hoteliers. “The brands and properties that have a clear talent retention

and development strategy for the years to come will have the upper hand, and much of that will be down to training and development,” he added.

At LQA, the team have their dedicated training service, UpFront, that represents a pivotal component of their commitment to providing critical training for excellence. Tailored to the specific needs and objectives of each hotel, the UpFront in-person training programmes are crafted to equip hotel staff with the essential skills and knowledge necessary to uphold the highest standards of luxury hospitality.

UpFront trainers at LQA are highly experienced, welltravelled and methodical hospitality experts who can train in several different languages. They are, uniquely, also all LQA hotel assessors, and so combine the expectations of the modern-day luxury traveller, their operational expertise and the latest industry trends to deliver engaging, hands-on, and impactful training sessions. Alongside the traditional training modules, customised modules and tailored programmes are available for hotels with specific brand or training goals.

Speaking on the key benefits of investing in employee development, Edward said, “You are ensuring that hotel staff are performing to the best of their ability and fulfilling their potential, leading to more efficient hotel operations, guest satisfaction and increased revenue. Alongside this, investing in the team’s development empowers staff members and allows them to develop within their own careers - something that we are very passionate about here at LQA.

“As a result, we work directly with our hotel clients and hospitality partners across the world to provide the very best employee development programs and training modules. LQA is the only partner that provides an inperson conversation between the consultant and hotel management immediately following the assessment to review preliminary findings and discuss strategies for improvement, alongside the UpFront training offering.”

LQA’s assessments provide hoteliers with a digital assessment report featuring a powerful dashboard that distils over a thousand standards into an easy-tonavigate overview. This snapshot of excellence allows hoteliers to quickly view their hotel’s overall performance, emotional intelligence scores, and competitive standing. Departmental benchmarking and opportunities for improvement are also highlighted, enabling hotels to identify key areas for growth and track progress over time.

Employee training goes hand in hand with customer satisfaction when it comes to hospitality. Guest look for you to deliver exceptional and personalised guest service within luxury hospitality and Edward believes that this in particular, requires an extremely high level of emotional intelligence. He said, “This doesn’t happen by accident. Exceptional service comes from exceptional training, treating hotel staff like the individuals they are so that they can reciprocate that care with guests.”

Investing in employee development within the hotel industry is crucial not only for employee motivation and worker retention, but also for ensuring that customers

receive the high quality experience they expect during a hotel stay.

Nicolas Ferrary, Managing Director Brigad, revealed how recently, employees across hospitality have been demanding additional and more diverse training in order to upskill and maintain existing skills. She said, “It’s important that the hotel industry fulfils these demands to maintain employee motivation and, therefore, staff retention rates. When providing various types of training, employers should also consider investing in wellbeing practices for their staff. Providing support in areas including stress management and mindfulness will help teams bond, while also reducing feelings of stress and burnout.”

Training can be carried out in various ways, but many larger hotels and hotel groups choose to implement apprenticeship schemes to much success. They are often able to provide a wider range of career choices and training programmes that give employees (particularly those starting out in the industry) a diverse education via a wider choice of careers and a broader team to learn from. These programmes also give clear examples of the opportunities to progress and can therefore motivate employees to undertake further training and strive for excellence.

Nicolas explained how businesses could also consider setting up a blended workforce, utilising platforms such as Brigad; the platform that connects freelancers within hospitality with businesses and shifts. “A blended workforce not only provides flexibility and relief for long term and permanent employees, but also allows businesses to employ those with a specialist skill sets. Utilising freelancers and platforms such as Brigad, hotels can employ short term or temporary staff that possess unique and specific experience. Brigad ensures the highest quality staff, via a strict vetting process, that can provide additional knowledge and support to the workforce especially during busier periods such as summer.

“Third party resources such as Brigad can also support businesses when investing in development for employees.

For example, Brigad provides a wealth of information via regular blog posts, toolkits, and workshops for users that help both individuals and businesses upskill, better understand their roles, and improve their workplace wellbeing,” finished Nicolas.

With hotels being so vast there comes many different roles which, of course, will require various different types of training. It is therefore essential that hotels tailor training programs for different departments.

Dawn Turner, Area Director of Human Resources, Hyatt UK & Ireland and Director of Human Resources at Hyatt Regency London – The Churchill, explained, “By understanding the diverse roles within our hotel, we ensure that training programs are tailored to address each team’s specific needs and responsibilities. Our Learning teams have a clear framework to assess the learning needs. Each team has at least one Department Trainer; larger teams have two. The needs and gaps are assessed by the department trainer, manager, and learning team. The appropriate format and delivery of each training are agreed upon. For example, many of our Housekeeping colleagues benefit from on-site workshops rather than virtual ones. Then, we align the content and objectives with the goals the department and hotels need to achieve and align the style and pace of the learning to the audience. We also gather feedback after the workshops to improve and incorporate into the following training plans.”

To ensure said training program is effective for each individual employee, Dawn described it as “vital” that they complete on-boarding and orientation right at the very beginning of their employment. This will help staff to understand the company culture, values, policies, and work culture. Specific to The Churchill, Dawn told us that afterwards, depending on their job role, there are a variety of e-learning modules and classroom-based training available. “Much of our classroom training is experiential and role-play based, meaning our colleagues can practice with each other before delivering guest experience in person,” she added.

Another key component of staff training and development is inclusion and diversity. At Hyatt, they have a strong DEI framework in place and in the U.K., they have four chapters: RiseHy (programme supporting Opportunity Youth into employment), HyVersity (promoting cultural diversity), Women@Hyatt (fostering a culture supporting a gender diverse and inclusive workplace), and HyPride (driving awareness in and outside of LGBTQ+ circles). Dawn explained how each chapter has goals and objectives for each year related to awareness, development, and networking. “We also deliver inclusive leadership training for our leaders, appreciating our uniqueness to recognise and celebrate each other’s differences and cultures,” she finished.

In terms of how they integrate diversity and inclusion training into broader employee development programs at The Athenaeum Hotel and Residences, Andi Fletcher, Director of People and Culture, explained that they ask all learners ‘how’ they can best suit their learning and development styles. Andi said, “I think we cover this without having to isolate our team or single them out for specific development. Naturally, we cover basic inclusive practices as part of our welcome and orientation training

for everyone to ensure we are all on the same page from day one, but we then delve deeper into inclusive practices in our company orientation day – honing in on gender, ethnicity, disability and diversity. Being emotionally intelligent, respectful and valuing other people’s views, opinions and diverse approaches is an important pillar in our programs from orientation to leaders’ sessions.”

Equal Measures is the UK’s leading non-profit dedicated to delivering intersectional equity, diversity and inclusion from bar to boardroom, in the drinks and hospitality industries. The brand supports anyone who has faced systemic barriers to their career progression, enriching possibilities for those who are Black, Asian, and minority ethnic, as well as those who are queer, genderqueer and/or neurodivergent.

Equal Measures also offers a suite of EDI services that deep dive into hospitality workplace scenarios, inclusive and supportive hiring and management practices, and policy change. Through their Education and Mentorship programme, Equal Measures give participants the tools, qualifications, knowledge, contacts and confidence they need to create and sustain rewarding careers.

Delving into the Forming Foundations programme, we were keen to find out how it helps with onboarding nonindustry people to start their career in hospitality, to which Vicky Ilankovan, Executive Director, Equal Measures UK, said, “Our Forming Foundations programme is a touring three-day course that acts as an on-ramp to get the next generation of diverse hospitality superstar into the industry.

“We tour around the UK visiting places with strong hospitality scenes and high percentages of the demographics we support, inviting people from underrepresented and marginalised backgrounds and

identities to kick-start their hospitality careers. We provide them with fully funded WSET Level 1 in Spirits, vocational training, cocktail (and non-alc) masterclasses, and more, before offering them a trial shift at a local venue. The idea here is to inspire, educate, and imbue them with confidence, before supporting their first foray into the sector. Once in the industry, we can support them further through the main programme. The hope is that, in three to five years, we will be seeing much more intersectional diversity in higher positions throughout UK hospitality due to this programme.”

In terms of best practices for continuous employee development in hotels, there are a number of very easy to implement steps, procedures and policies that can be followed. However, Vicky believes that before any of this is considered, it is vital that hotels look honestly and openly at what is currently in place, what is missing, what they are good at, and what needs improving.

“Change can only be sustained if there is knowledge backed up by data, stats, reporting and staff feedback. Your staff are the most valuable resource that you have in so many ways, so always start with them, and ask them what they feel they need to feel supported and develop in their careers. Track this, provide assistance and resources, and review every few months. People need to feel heard and shown that they are valued,” Vicky added.

Lack of development is frequently cited as one of the top reasons employees leave a role, so, Andi said, “If we want to retain our talent in the industry and reduce the flight to other industries where employees believe they can grow, supporting career growth in our industry is critical.”

In terms of most effective training programs for hotel employees to ensure they don’t up and leave, Andi believes it’s those that focus on both the needs of the

business and the individual. She explained, “We’ve all been ‘forced’ to attend training that we didn’t see as beneficial. Who benefits from that? Training needs to be relevant and bespoke. Development should reflect the learning preferences of the individual – whether it be a few minutes bitesize TikTok style video through to studying for a ‘professional qualification’ – businesses that are serious about learning should provide opportunities that cover all bases.”

Hastings Hotels - Robert Rees, Head of People & Culture, believes that the most beneficial training programmes for hotel employees combine practical, hands-on training with theoretical knowledge. Hastings Hotels focuses on a blend of customer service excellence, operational efficiency, and personal development. Robert said, “The Management Ambassador Programme, for example, includes modules on Key Performance Indicators for Success, Brand and Image, Building Team for Success, Inspiring Leadership, Delivering Service Excellence, and Change Management, ensuring relevance and impact for specific roles.”

Investing in employee development offers numerous benefits, including enhanced service quality, improved employee satisfaction, and higher retention rates. At Hastings Hotels, programmes like the Management Ambassador Programme equip managers and future leaders with skills to meet evolving guest expectations and industry trends, ensuring the group remains a top choice for both travellers and future talent. Robert explained, “This investment in staff development also fosters a strong internal talent pool, promoting career growth within the company.”

In order to ensure that programs remain effective over time, Robert told us that at Hastings Hotels, they utilise a variety of methods including interactive workshops,

e-learning, and real-world simulations. “We also regularly update our content to reflect industry changes and encourage feedback from employees to continuously improve our programmes,” he finished.

Andy Conn, Group Operations Manager, Africa Albida Tourism, revealed how they try to foster a culture of continuous learning by encouraging employees to pursue certifications, attend workshops, and participate in industry conferences. “Above all else we encourage the discipline of ‘management treating our staff the way we would like to be treated’ which projects into the way our staff will treat our guests,” he said.

Recognising that job satisfaction, reduced staff turnover rates and the associated costs of hiring and training as well as loyalty are benefits that come from employee development programmes and good staff retention rates, Ross Kennedy, Director, Africa Albida Tourism, sees the importance in the need to recruit key people with “real potential”, identifying those who have the skills that can grow in the industry and in the business and become leaders of the future.

“Employee development programmes are key to assisting to reduce the costs of hiring and retention. In addition, one finds, particularly in our part of the world, that long term staff grow in the business, and in fact become responsible themselves for training their colleagues of the future, and therefore employee development is highly important in terms of influencing staff retention rates,” said Ross.

The longer-term financial benefits of investing in employee development fix around company culture, values, cohesion of effort and ambition, plus added loyalty also

gives competitive advantage. Ross explained, additionally, in terms of leadership and succession planning and management and leadership development for the future, “equipping younger people with skills and the longer-term benefits that are good for them as individual employees, is good for the team and good for the business itself. We also find that much of the above will positively influence the next one or two generations to join our industry.”

Dimitris Manikis, President, Europe, Middle East, Eurasia and Africa (EMEA) at Wyndham Hotels & Resorts, sees that not only does continuous training equip staff with the tools they need to consistently deliver great guest experiences, but it also makes staff feel valued. Building a highly skilled and enthusiastic team also helps to retain staff for the long-term.

At Wyndham Hotels & Resorts, the team are committed to helping individuals realise their potential and for this reason, they have developed the ‘Wyndham University’. Available virtually and in-person, Wyndham’s training team provides a variety of learning programs and courses to support the development of knowledge, skills and abilities for Wyndham team members, as well as franchisees and their teams, with quality content that’s easily accessible.

Dimitris told us how Wyndham’s training also contributes to developing the overall culture across the entire business.

“Wyndham’s Count on Me® service culture is embedded in our hotels and defines how team members interact with guests, communities and each other. This service promise aligns with Wyndham’s core values of integrity, accountability, inclusiveness, caring and fun, and ensures that staff respond to the needs of everyone with care and consideration. We have also curated a programme of

learning experiences which includes on-the-job training, coaching and performance appraisals to develop the knowledge, skills and abilities of team members, helping them to provide top-quality customer service every time,” he said.

The hotel industry is dynamic and customer-focused, requiring employees to be adaptable and skilled in various areas. Calvern James, Director at Caterer.com, explained that by investing in training and development, you not only enhance the skills of our staff but also boost their confidence and job satisfaction.

Calvern sees that succession planning is an essential strategy in the hospitality industry. It involves identifying and developing internal talent to fill key leadership roles in the future. This approach benefits both the organisation and its employees especially in positions where finding talent is difficult.

“For the company, it ensures a pipeline of qualified and familiar candidates ready to step into critical positions, which maintains continuity and operational stability. For employees, it provides a clear career path and growth opportunities, which can significantly boost morale and loyalty. When staff see a future with the company and understand that their development is a priority, they are more likely to stay long-term, reducing turnover and the associated costs,” said Calvern.

Frits Potgieter, General Manager of The Montenotte, agrees that by establishing comprehensive career development pathways, hotels can significantly improve employee retention rates and cultivate their future leadership from within. He said, “Investing in employee development yields two crucial long-term financial benefits: enhanced retention and effective succession management. Ultimately, it’s a win-win strategy that boosts employee satisfaction while securing the hotel’s long-term success and financial stability.”

In terms of the best practices for continuous employee development in hotels, at The Montenotte, they provide high quality facilities, foster a culture of learning and offer diverse training opportunities. Frits said, “We’ve invested €700,000 in new employee areas, including a stylish employee restaurant and relaxation space, as well as new changing facilities. We also create clear advancement pathways, conduct regular performance reviews and encourage cross department training.”

In line with propelling the hospitality sector to the next level through continuous investment in training, established in 2018 on World Homeless Day, Only A Pavement Away works to rebuild lives through employment opportunities in hospitality. By connecting forward thinking hospitality employers to charity referral partners, the charity is able to place individuals facing homelessness into stable employment. With the current recruitment crisis that our sector is facing, the need for new team members who, with the right opportunity, training and support, would be able to get their lives back on track, has proven to be a fantastic way to help both strengthen our industry and help those facing hardships.

Greg Mangham, Founder and CEO of Only A Pavement Away, told us, “We have worked closely with hotel operators to integrate our members, having had huge success with placing people into long-term employment at

the Hilton and The Wolseley Hospitality Group through our five-day ‘Passport 2 Employment’ immersive programme. This training programme aims to provide candidates with skills that can help to fast-track them into employment. We supported Only A Pavement Away member Lulian –who was previously facing homelessness - into a role as a Kitchen Porter at The Wolseley Hospitality Group, and he has since been able to progress to a Sous Chef position. This incredible progression demonstrates that offering the right training and support is key to creating a team of dedicated employees and ensuring retention rates remain high and stable.

“The success of our members showcases the importance of investing in employee development, and the link between a company’s focus on training and increased staff retention is irrefutable. Through the additional and continued support that Only A Pavement Away provides its members after employment, we are seeing that they generally have a longer retention rate than other workers in hospitality.”

Investing in employee development within the hotel industry is not just a strategic move but a crucial element for long-term success. Through comprehensive training programmes, hotels can enhance service quality, boost employee satisfaction, and increase retention rates. As industry leaders emphasise, tailored training that addresses specific needs and fosters continuous learning is vital for both operational excellence and employee growth. By prioritising development, hotels create a thriving environment where staff are motivated and equipped to deliver exceptional guest experiences, ensuring a competitive edge in the ever-evolving hospitality landscape.

GOOD NEWS!

Commitments from the new Government include two slices of good news to for hotels and the wider hospitality sector and Kate Nicholls, Chief Executive at UKHospitality reveals what they are.

First, it has pledged to reform the current system of employment support, something UKHospitality believes is an encouraging and positive step to help drive economic growth and get more people into work across all industries, not just ours.

We’re equally pleased to see the setting-up of Skills England, a body that we hope will achieve some of the Apprenticeship Levy improvements that we’ve long been calling for.

Together with thousands of pubs, bars, clubs, restaurants and other venues, hotels are part of a hospitality sector that undoubtedly plays a hugely important role in driving UK economic growth, supporting job creation and regenerating towns and cities across the country – creating places where people want to live, work and invest.

Which is why UKHospitality worked closely with the previous Government to develop successful pilot employment schemes in cities including London, Liverpool, Manchester, Coventry and Cardiff, aimed at tackling hospitality industry labour shortages, and to provide jobseekers with the opportunity to upskill and pursue career opportunities in our sector. We’re continuing that engagement with the new Government to secure further rollout of those schemes on a permanent basis.

It’s certainly a step in the right direction, but to be fully effective it’s absolutely vital that the Government delivers its manifesto commitment to reform the Apprenticeship Levy, improving its delivery to ensure both workers and businesses are fully supported, while at the same time creating a sustainable model for future growth.

That’s why we’re so pleased about the establishment of Skills England, which brings skills and education together under a single organisation. Particularly encouraging is the new body’s commitment to expand the types of training on which the Apprenticeship Levy can be spent, because it will allow us to deliver a Hospitality Skills Passport.

There’s more to be done, though, including a focus on how apprenticeship delivery can be improved for the benefit of both workers and businesses, and attention paid to pre-apprenticeship training. UKHospitality is looking forward to working closely with Skills England to address both those issues.

All quite encouraging, then, only a few weeks into the new Government, which does appear to have grasped that given the right backing, hospitality – already the UK’s

third largest employer, providing 3.5m jobs – is capable of delivering 6% annual growth.

Kate Nicholls Chief Executive UKHospitality

REDEFINING HOSPITALITY

Leveraging the power of Gen Z for hospitality, as told by Talent Hive.

Despite a tumultuous few years for the UK’s third biggest employer, the resilience of the hospitality profession has shone through, and it’s thriving once again – set to contribute 29 billion to the UK economy by 2027.

As a result, the industry has seen a 9.5% increase in staff wages, so in theory there’s no better time to join the profession. But, in reality staffing challenges have never been more acute, with 15% more vacancies across the industry compared to pre-pandemic levels.

That’s why Will Gennard founder and Managing Director of speciality hospitality recruitment agency – Talent Hive – thinks now is the time to be tackling the hot topic of recruiting Gen Z aka Zoomers.

“Gen Z are entering the workplace market with a very different set of expectations of their employer”, says Will. “I have been working in hospitality recruitment for the past 17 years, 10 of which have been as business owner of Talent Hive, and I’ve witnessed a monumental shift in candidates’ expectations of the workplace.

“17 years ago, potential candidates would be faxing across their CVs, now candidates DM us on Instagram. This is part of the reason the advice I shared with clients over the last decade and a half on how to attract and retain staff is changing significantly. We’re now engaging with a generation who haven’t had it easy, they’ve experienced a pandemic, are facing the effects of climate change, are bombarded with social media and seeing daily the impact of European wars as well as political decisions such as Brexit.

“However rather than negatively impacting ‘Zoomers’ we have a whole generation who have built resilience, but not at the cost of doing what is right.

“Zoomers have no problem with calling out rights and wrongs and want to see justice. They will apply this to both themselves as well as those around them, this can only be a good thing for team camaraderie.

“This generation is aware of radical and social issues and aren’t afraid to call it out, these are not Snowflakes, but confident individuals who say it as they see it, and if they disagree, they’ll let you know. Personally, I’d rather know if a member of my team was unhappy about something than keep quiet and just leave.

“Adaptable, able to leverage technology with ease and

well versed in the ability to self -educate, Zoomers have a lot to offer hospitality, it’s our job to demonstrate what hospitality has to offer them!

As well as interviewing up to 300 candidates a week at Talent Hive, we recently surveyed 70 CAM students at UCB to understand what it is that Gen Z really want from today’s employers.”

• 72% said it was a business that puts its employee first, offers good salaries and a work-life balance.

• Over 50% said “Frequent opportunities to work on something new” would tempt them into a new role

• Flexible working hours also scored highly among the students with 76% citing it as important.

• This generation is also clearly ambitious with 52% wanting a clear training and development plan in place.

“What is clear is that pre-pandemic perks such as free drinks and yoga sessions that may have previously tempted Millennials are bottom of a list of what makes an employer attractive for GenZ.

“Today’s recruitment drive needs to be a team effort, simply posting a job advert isn’t going to attract Gen Z. HR & Marketing should work together to really sell the opportunity, the workplace and its culture.

Every member of our Talent Hive team has first-hand experience of the Hospitality industry so if you’d like our support in recruiting new talent, please visit www. talenthive.co.uk or get in touch by calling +44 (0)121 448 2260.

SCENT FROM HEAVEN

Elevating guest experiences through sustainable scent marketing.

In the modern hospitality industry, sustainability and technology are essential components of a progressive business strategy. At EcoScent, we merge these pillars to enhance the guest experience in an environmentally conscious way. Our scent marketing solutions captivate the senses and align with the highest sustainability standards, making us an ideal partner for forward-thinking hotels.

EcoScent uses environmentally friendly processes,

natural ingredients, and recyclable packaging. Our state-of-the-art, energy-efficient diffusion systems ensure consistent fragrance release and integrate with building management systems for seamless control. We offer bespoke scent solutions tailored to your brand, demonstrating innovation and environmental stewardship. Partner with EcoScent to create memorable, sustainable guest experiences. Visit ecoscent.co.uk to learn more.

JOIN THE HOTEL COMMUNITY

The Independent Hotel Show, in partnership with James Hallam Insurance Brokers, returns to Olympia London on 15-16 October to bring the boutique hotel community together for two busy days of networking, learning and product sourcing.

Afirm fixture in the calendar of independent hoteliers, designers and industry professionals, the show presents a curated collection of over 200 innovative suppliers catering directly to the boutique and independent hotel sector.

From hospitality tech to in-room F&B solutions to linen & bedding and much, much more, hoteliers can quickly and easily explore the latest innovations from suppliers catering to the independent hotel sector.

Suppliers this year include fitness equipment leader Technogym, boutique wall covering supplier Asrin Wallprint, home fragrance experts Ashleigh & Burwood, expert sleep engineers Simba Sleep, bespoke men’s tailor Gresham Blake, and luxury watch brand BŌKEN.

The theme of this year’s event is ‘Beyond the Hustle and Bustle’, giving hoteliers a chance to escape the day-to-day challenges of hotel management and embrace a holistic view of industry trends and future innovations. The theme will be reflected in the show’s design features and seminar programme, examining the role of hotels as a sanctuary for their guests and an escape from the everyday pressures of life.

On the show’s Hotel Business Stage, designed by Spacebrand, Philippa Wagner, Founder of PeoplePlacesSpaces, will be discussing travel trends for different generations of guest, while Fleet Street CEO Mark Stretton will be talking to UKHospitality CEO Kate Nicholls OBE about some of the expectations the hospitality

industry should have for the new Labour government.

Plus, Simon Numphud, Managing Director of AA Media, Laura Sharpe, Director of Operations at Firmdale Hotels Plc, Charlotte Evans, Group Publishing Director at Condé Nast Johansens, and James O’Donnell, General Manager of Matfen Hall Country Hotel, will be discussing the value of industry accreditations and the introduction of Michelin Keys for hotels in the UK.

On the Innovation Stage, designed by Design Command, industry research agency STR will be presenting the latest version of its State of the Nation report, while Andy Whiteside, Director of Digital Communication at 80 Days and Magdalena Hamya, Senior Vice President of People & Operations at AREV Saint Tropez and The Strand Restaurant, will be discussing using social media to make your menu the star of the show.

Insitute of Hospitality CEO Robert Richardson will be moderating a panel discussion with The Clink Charity CEO Yvonne Thomas and Only a Pavement Away Learning & Development Manager Will Andrews on the future of recruitment and alternative avenues into the hospitality industry.

Visitors to the show will also have the opportunity to meet industry peers in the Social Business Space, in partnership with HotelPartner, featuring networking sessions managed by leading hospitality associations and a day of content curated by Ryan Haynes of the Hoteliers Voice podcast, examining some of the most important trending topics in the sector.

Haynes comments: “Following our well-attended set of panels last year in the Social Business Space, we’re really looking forward to bringing to life pertinent topics through interactive discussions.

“We’ve lined up a mix of hotelier and domain experts to really explore subjects and highlight the opportunities available to hotel businesses, giving hoteliers the chance to share their challenges and walk away armed with knowledge and ideas to implement into their business.”

The show will be working with leading designers and studios to bring its features and stages to life, which this year include Design Command, Fibi Interiors, Luke Edwards Interior Design, Atara Design, OMO Interiors, Spacebrand and Amit Dixit Design.

Sarah Dudley, Founder and Creative Director at Spacebrand, comments: “Spacebrand are excited to become design partners supporting the Independent Hotel Show 2024 with our designs for both the Hotel Business Stage and the Dining Room.

“Spacebrand are committed to helping hoteliers transform their businesses, by being part of this show we hope to provide an experience that will inspire them to bridge the gap between design feasibility and product viability and help the event to drive the hospitality sector forwards.”

Fido Fawo, Founder of Fibi Interiors, adds: ‘’When the Independent Hotel Show calls, you answer! It’s such an honour to be a part of this year’s show. Fibi Interiors have been huge fans of the show for several years now so being a part of such an impactful event is a defining moment.’’

Guest at the show can also explore the future of hotel design in Room X, uncover the latest innovations in sustainability at the ESG Hub, curated by Independent Hotel Show ambassador and ESG consultant Sarah Duncan.

This year’s event will also see the return of the Independent Hotel Show Awards, in partnership with Preferred Hotels & Resorts, bigger and better than ever, with two new categories celebrating industry rising stars and innovative hotel design.

The awards are currently open to public voting, with the winners announced on day one of the show on the Hotel Business Stage.

To find out more about everything happening at Independent Hotel Show 2024, and to register for your complimentary trade ticket, visit independenthotelshow. co.uk.

In

SUPER SERVICE

an insightful piece from Tork,

we look

into how

through using the best solutions it is possible to keep your hotel clean in order to offer guests a memorable experience.

Hotels are for more than just sleeping, they are used for relaxing, socialising, working and eating. Clean hotels foster satisfied guests who leave with a positive impression and are more likely to return. But because of their multiple use-cases, and the number of washrooms they often have, they can also be tricky places to keep clean. But by using industry-leading practices, and using the best solutions at your disposal, it is possible to keep your facility clean whilst giving your guests the best possible experience.

Large hospitality settings can have hundreds of dispensers and stations dotted around the building. It’s no surprise then that 71 per cent* of cleaners wish their systems were easier to refill. The new Tork Xpress® multifold hand towels are now available in compressed bundles to increase efficiency by allowing the dispensers to hold up to 50 per cent more towels**, meaning they can serve twice the number of guests before refilling. In addition, compression reduces packaging by up to 27 per cent*** – meaning more towels can fit on a shipment, and less packaging is thrown away. Once used, Tork Xpress Hand Towels can be recycled with Tork PaperCircle®, the world’s first paper hand towel recycling service – helping businesses to go circular by collecting and recycling used paper hand towels into new tissue products – and turning waste into resources.

On the topic of sustainability – along with every other industry – hotels must be wary of their environmental credentials as we face climate and resource challenges together. To do this, hotels must consider their own emissions, and those of their supply chains if they are to make positive changes in the bid for sustainable business. As a supplier, Essity must provide assurances to its hotel customers that its products minimise environmental impact as much as possible. The Tork brand offers 27 dispensers**** in Europe (excluding France) with carbonneutral certification. This is achieved by producing our dispensers using certified renewable electricity and compensating the remaining carbon emissions through investment in climate projects. These range from supplying clean drinking water in Cambodia to protecting forests in Indonesia, and investing in energy-saving cookstoves in India combined with recovering plastic along beaches.*****

Effective marketing, alongside effective hygiene

For hotels that want to run special promotions, or want to get eyes on a drinks or food menu at a bar, disposable hygiene products can also offer an effective marketing tool. Tork Xpressnap is the only napkin dispenser that offers a digital DIY marketing tool that allows hospitality settings to create and share a special message with guests that they can share on social media.

Essity (makers of Tork products) understands that running hotels, small and large, can be challenging, and that hygiene is central to success, but is one of many competing priorities. Our products are here to provide your setting with the appropriate tools to get the most out of your space and staff. Having a clean environment should never be a hindrance to the hive of activity that hotels offer; instead, it should improve efficiency and quality of service.

* Problem detection study conducted in US, UK, Mexico and China, 2020

** Compared to equivalent Tork standard folded towel

*** Compared to equivalent Tork standard folded towel

**** https://www.tork.co.uk/sustainability/world-leader/sustainabledispensers/

Clean smart Save time

HEAR THIS

Accessibility is about more than automated doors, level access or wheelchair accessible rooms. The second largest disabled group in the UK are people with hearing loss and assistive listening technology can help venues create an inclusive welcome and increase revenue. With this in mind, Shelley Rolfe, Head of UK Sales and Service at Contacta Systems, looks at how hotels can open their doors to guests with hearing loss.

With an ageing population, and a younger generation experiencing damage to their hearing from loud music and earphone use, the prevalence of hearing loss is growing. While there are 12 million people affected in the UK, worldwide that figure touches 430 million. That is a huge pool of not just potential guests, but also delegates, wedding guests, event attendees and spa users a venue could attract.

Accommodations for people with hearing loss are detailed in standards and legislation such as the Equality Act, BS 8300 and Part M of UK building regulations, but more than this, hotels should be offering a welcoming, inclusive environment.

The Technology

Assistive listening technology creates clear communication between guests and staff. The most widely used form is a hearing loop. It uses a ‘loop’ of copper wire to transmit speech or music from a microphone via an amplifier to a receiving ‘T-coil’ in a user’s hearing aid, cutting out distracting background noise.

Hearing loops are universal technology – no matter where in the world a guest comes from, with a T-coil enabled device, they will be able to use the loop system. Alternative systems are also available which use radio waves or infrared light to transmit the sound.

From Guest Interactions to Event Space

Reception is where the relationship with a guest begins

and it’s the primary location for a hearing loop. Mounted beneath the desk, loops are the perfect technology for one-to-one situations; the concierge desk should have one, the spa reception, and a portable version means clear conversation is possible wherever it’s needed.

With events space being a key driver of revenue, hearing loops or other assistive listening systems can make the difference, and see your venue booked ahead of another. Business presentations, training events and weddings all become clear, ensuring those with hearing loss can fully participate. Cabling is laid discreetly around the perimeter of a room making hearing loops an ideal technology for both heritage and modern hotels. Loops are also accessible to people who struggle to hear but who don’t use a hearing aid. A pocket-sized ‘loop listener’ allows them to plug in headphones and hear the sound the loop is transmitting.

Safe and Sound

Meeting the needs of guests with hearing loss is about more than offering an inclusive service, it’s a question of safety too. Emergency announcements need to be audible

to those with hearing loss, and intercoms at refuge points or in lifts need to have a hearing loop fitted. Vibrating alarms that sit beneath a guest’s pillow alert them to danger if they’re profoundly deaf or have removed their hearing aids for the night.

The Personal Touch

When it comes to the customer experience, staff make the difference, and it’s essential they understand assistive listening systems are in place and available to guests. Hearing loss is often a ‘hidden’ disability; it’s not easy to tell who might benefit, so staff awareness coupled with clear signage is key.

Spread the Word

Being hearing accessible could make the difference when guests or conference planners are choosing where to stay or hold their event. Make the most of your investment by sharing details of your hearing accessibility on websites, social media channels and promotional materials. www.contacta.co.uk

DIRECTORY

Siemlus 0330 016 1920 hello@siemlus.com www.siemlus.com @siemlus siemlus @siemlus siemlus

Vanity Group 02045 381787 info@vanitygroup.com www.vanitygroup.com @vanitygroupglobal VANITYGROUPGLOBAL

Hotel Buyer 01375 651 606 info@hotel-buyer.co.uk www.hotel-buyer-store.co.uk @hotelbuyer HotelBuyer @HotelBuyer uk-hotel-buyer

ADA Cosmetics 01234 347 140 info@ada-cosmetics.com www.ada-cosmetics.com @ada_cosmetics_international ADACosmeticsInternational adacosmetics

Lanchester Wines 01207 521234 sales@lanchesterwines.co.uk www.lanchesterwines.co.uk @lanchesterwines lanchesterwines @lanchesterwines @lanchesterwines7653

EcoPure Waters 01844 290088 enquiries@ecopurewaters.com www.ecopurewaters.com @ecopure_waters @EcoPureWaters ecopure-waters

Prismm www.prismm.com @prismm_technologies prismmtechnologies @PrismmTech prismmtechnologies @prismmtechnologies

Cocoon and Bauer 01642 232325

hello@cocoonandbauer.co.uk www.cocoonandbauer.co.uk @cocoonandbauer cocoonandbauer @cocoonandbauer

Technogym 0800 3162496 www.technogym.com/en-GB/ business @technogym Technogym @technogym technogym

Premier Software 01543 466580 sales@journey.travel www.premiersoftware.uk Premier Software @corebypremier @PremierSoftware

Silentnight Group 0333 123 0892 info.silentnight.co.uk www.silentnight.co.uk @silentnightbeds Silentnightbeds @silentnightbeds

VOYA info@voya.ie www.voya.ie @voyabeauty VOYAorganicbeauty @VOYAbeauty

Oliver Hemming info@oliverhemming.com www.oliverhemming.com @oliverhemming Oliver Hemming

Schweppes www.schweppes.eu @schweppes Schweppes

LEMI +39 0374 363069 contact@lemigroup.it www.lemispa.com/en/ @lemi_italianwellnessequipment LemiByBrusaferri @lemigroup @lemigroup

IDeaS +1 952-698-4200 info@ideas.com www.ideas.com IDeaSRevenueSolutions ideas-revenue-solutions

Beltrami Linen +39 035716315 amministrazione@beltrami.it www.beltrami.it @beltramilinen beltrami.linen beltramilinenitaly

Franke Coffee Systems www.franke.com @franke_group @franke_group franke-group

Mattressman 0333 577 5773 customerservices@mattressman.co.uk www.mattressman.co.uk @mattressman_uk

MattressmanOfficial @mattressmanuk Cano Water www.canowater.com @canowater canowater @canowater

REM 01282 619977 sales@rem.co.uk www.rem.co.uk @remuklimited remuklimited @remuksalons

The Secret Garden Distillery 0131 285 6833 info@secretgardendistillery.co.uk www.secretgardendistillery.co.uk @secretgardendistillery secretherbgarden the-secret-garden-distillery

Lazy Susan 01243 71 71 97 service@lazysusanfurniture.co.uk www.lazysusanfurniture.co.uk @lazysusanfurniture LazySusanFurniture

Taylors of Harrogate www.taylorsoutofhome.co.uk @taylors TaylorsofHarrogate @taylors Taylors of Harrogate

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