editor Bhushan Bhad
ike a stack of coins, assimilated and organized
Lin a systematic mechanism, employees and employers have been routined in a city commute. But, with luxury facilities and entrepreneurs providing ease of travel experiences, hotels and the hospitality sector has found the daylight amidst the busy city lights of urban scape.
Inside the tourism industry, this specific segment, usually referred to as the hospitality industry, has changed the dynamics for travelers and tourists too!
Known for the rising interest of global tourists, many companies are providing the best-in-class facilities, luxury amenities, and above-the-edge experiences, guiding the tourist on a tour that is not only refreshing but also has been paving the way to get the best of luxury facilities throughout the globe.
Understanding the dynamics of hotels and the hospitality industry, investors and business enthusiasts have been actively scouting with cost benefits analysis, running through the technological upgradation, and ground market research in order to get the best of its business acumen and achieve successful results.
Excited equally for this development, we at Insights Success came up with our latest edition, “World’s Most Spectacular Hotels to Experience.” On the cover is The Cozy Peach, a magnificent agritourism site that offers its customer with best in business services while making its guest stay relaxed consuming memorable experience.
Dwell into such enriching stories and know the global corporates who have made it to the top of the leaderboard. While you flip through the pages, make sure to read the insightful articles opined by our inhouse editorial team.
,The Hotels and Hospitality Industry has immense opportunities and business community has been guiding the transformation with a propelling speed.
Ashford Castle ashfordcastle.com
Borana Lodge borana.co.ke
Capella Ubud capellahotels.com
Jaya House River Park jayahousehotels.com Keemala keemala.com
Manoir Hovey manoirhovey.com
The Athenaeum Hotel & Residences athenaeumhotel.com
The Cozy Peach schnepffarms.com
Lawrence Ngugi Head Guide Niall Rochford General Manager Mark Swinton General Manager Christian de Boer Managing Director Ms. Samornpun Somnam Executive Director Marketing Jason Stafford Managing DirectorAshford Castle is set on 350 acres in County Mayo, on the shores of Lough Corrib and the River Cong, with a spectacular backdrop of woodlands, lake, river, and mountains.
Borana Lodge is situated at the heart, with a mesmerizing view of Mount Kenya, Borana lodge is built entirely with local materials by local craftsmen.
Capella Ubud is set within a dramatic terraced landscape, with prominent rice paddies surrounding the entrance, leading through a densely forested valley all the way down to the sacred Wos River.
Jaya House River Park is situated alongside the serene Siem Reap River, and surrounded by lush greenery and, is a hidden gem for all hodophiles.
Keemala delivers you an experience with an all-pool villa wonderland set in the rainforest of Kamala, Phuket.
Manoir Hovey, a five-star Relais & Chateaux property on the outskirts of the village of North Hatley in the Eastern Townships.
Bernard Murphy Group Managing DirectorCarrie Schnepf (Owner)
Kylee Biggs (The Cozy Peach Concierge)
The Athenaeum is a long-established but recently re-furbished hotel with a large number of regular guests who see it as their home away from home when visiting London.
The Cozy Peach offers the best in the business services to its guests to make their stay extremely hospitable and relaxing.
When traveling, it's all relaxing, slowing down, taking in the scenery, the lifestyle, the beauty.
Don't just make a stop, make an experience, make a memory.
Cozy
Since the beginning of time, humans have traveled for different reasons. Be it to explore and discover new lands or, as people popularly pursue these days, to ‘recharge their batteries’. The latter part of it covers tourism.
The origin of the modern tourism that we see today can be traced back to almost the 17th century when a bunch of young nobles from western and northern European countries decided to take a trip around Europe. This was called the Grand Tour. It was only the start of a phenomenon that has now grown to be a multi-milliondollar industry.
One of the biggest contributing factors to this ever-growing and flourishing industry happens to be luxury tourism. In recent years, luxury tourism has especially become a prominent choice that people make to maintain a heightened social image. Although the services offered in luxury tourism are all premium and exclusive, they have a major drawback to them, which is their adverse effect on the environment. These high-end services come at a price, and nature has to bear the brunt of it.
In contrast, there exists a more sustainable form of tourism in the industry, which is called 'Agritourism.' Agritourism is not just sustainable for the environment but also brings one back in touch with mother nature. Several recreational, entertaining, and educational activities are carried out on a farm or ranch in agritourism, which is a refreshing new experience in the life of today's humans living a life far away from nature. In addition to this, it is also good for the local community's economy.
Several agritourism sites have emerged in the last few years to offer people an exclusive farm life experience, and one of the popular locations in the States today is The Cozy Peach at Schnepf Farms. The Cozy Peach offers the best in the business services to its guests to make their stay extremely hospitable and relaxing.
In the following interview, Carrie Schnepf, the Owner of The Cozy Peach (Schnepf Farms) along with Kylee Biggs, The Cozy Peach Concierge, talk about the comprehensive and unique experience that their agritourism offers and share some valuable insights from the industry.
Please brief our audience about Schnepf Farms, its USPs, and how it is currently positioned as a leading name in the US hotels and hospitality industry.
Schnepf Farms is a fourth-generation family farm that has transformed from a large commercial farming operation to an agritourism destination. Visitors to the farm can enjoy a UPICK organic garden; we are the largest peach grower in the State. We have a country store and bakery, a petting zoo, train rides, and more.
Schnepf Farms also hosts large music concerts, seasonal festivals, and events, and we host over 200 weddings a year with our three wedding venues. One of our more unique experiences on the farm is a glamping stay at the Cozy Peach, a private campsite with 10 Vintage airstream trailers complete with flat-screen TVs, your own front grass yard, patio Keurig Coffee machines, and bedding and robes.
One of the best things we have going for us is not only our location. Being located on a private family but also the individual trailers with private fenced front yards and patios.
garden. Visitors can also enjoy feeding animals or just relaxing in their trailers and reading a good book.
The evening ends with your very own private farm-to-table dinner, or you can join other guests at a group farm to table dinner. You grill the meat, but the baked potato, grilled vegetables, warm baguette bread, and salads are all delivered to your trailer. Prior to checking out, guests at the Cozy Peach will visit the Farm Bakery for fresh coffee and pastries and a ride around the farm on Schnepf Farms' narrow-gauge train.
Carrie, please brief us about your journey in the hospitality industry and how you've contributed towards the success of Schnepf Farms though your role.
I come from the city and the world of television news, where I was an anchor at KPHO TV-5 in Phoenix. I moved to Queen Creek when I married the mayor of the town, who was also a farmer, Mark Schnepf. The town had only 4500 residents, and we ran a vegetable stand and were potato farmers, and we grew peaches.
Over the next several years, as traditional farming became more difficult, Mark and I started transitioning the farm into an agritourism destination. We added a bakery, and the country store started doing festivals, large music concerts, added amusement rides, and school tours.
Tell us more about your offerings, through which you have ascertained your stronghold within the hospitality space.
One of the unique features about the farm and staying at the Cozy Peach is the space. Once your reservation is made, your Cozy Peach experience begins. You get your very own unique trailer with its very own private fenced front yard and intimate patio with a bonfire. This is an all-inclusive experience where you get to enjoy gourmet burgers for grilling on the first night; all delivered to your trailer. Enjoy sitting around the bonfire to make smores. You will wake up to a gorgeous sunrise and a hot country breakfast delivered to your trailer.
Our concierge makes sure you have your garden list for picking fresh veggies the following day. You get to ride the vintage bicycles out to a unique picnic area or the UPICK
We added three wedding venues and Queen Creek's first hotel called "The Cozy Peach," a ten-trailer Comfortable Glamping Stay. During the pandemic, the Cozy Peach became one of the top places to stay, according to USA Today. Because the living space is private, each trailer became a perfect escape for all guests.
During the pandemic, the Cozy Peach became one of the top places to according to USA Today. Because the living space is private, each trailer became a perfect escape for all guests.
Considering the COVID-19 pandemic, what challenges did you face, and how are you currently driving your company to sustain operations while ensuring the safety of your employees?
One of the best things for us is not only our location. Being located on a private family farm, but also the individual trailers with private fenced front yards and patios. Guests felt like they have 300 acres to roam and be safe through this scary pandemic.
What would be your advice to budding entrepreneurs who aspire to venture into the hospitality space?
If you dream it, then build it, and remember, hospitality is about sharing, respecting, and being kind. Share your vision with others by letting them enjoy your dream, and while they are there, give them an 'experience.' The experience is the easy part because it is easy to share things you love to do.
How do you envision scaling Schnepf Farms' operations and offerings in 2022 and further?
Ÿ Selected by USA Today as one of the top places to stay during Covid (2022).
We will always remain a farm, that is our foundation. We will always provide a place where our guests can experience picking fresh organic vegetables, experience a garden lunch, or pick tree-ripened peaches in our orchards. We are the largest peach grower in the State of Arizona. We continue to attract wedding parties, family reunions, and corporate retreats. Our future goals will be an expansion of the Cozy Peach with additional airstreams. Building an additional glamping site in our existing forest full of pine trees with tiny cabins and treehouses, all the while keeping our family farm feel and unique farm experiences.
Ÿ Featured in "Comfortably Wild," a book on the top 40 glamping sites in North America.
Ÿ Arizona Highways Feb 2021 feature, New York Times October 2021, listed on one of the top 10 things to do in the Fall in the Southwest.
Ÿ Arizona Highways Feb 2022, USA Today
March 2022, as part of Mesa Fresh Foodie Trail to visit the farm during Peach Season.
What is your opinion on the future of the hotels and hospitality industry post the pandemic?
I think the future is bright but also concerning. With what is going on in the world at this time, you don't know-how is going to affect your overall operation. Hospitality on the farm is about experiences. Even during the pandemic, we were allowed to remain open because we were an essential business, providing food for people. Now that things are opening back up, large events are happening, the hospitality business is excited to see rooms fill up and people back traveling and visiting.
One of the best things is not only our Being located on a private family farm, but also the individual trailers with private fenced front yards and patios.
The Convention & Visitors Bureau is traveling again to conferences, and in Arizona, the return to normal has moved much faster than in the rest of the country. Still, in the hospitality business, I feel that we can't take everything for granted. High inflation and more choices mean you have to make sure the experiences that people have when visiting are extra special.
And you can tell the Cozy Peach is extra special just because of the appearance when you arrive, the check-in process, the little tour of each unique trailer, the comfortable beds, and the story of our 4th generation family farm. It's not your typical stay, and that's just the way we like it.
In your long travels satiating your wanderlust, finding the right hotel to let off some steam is an absolute necessity. A hotel that strives to provide you a memorable experience, promotes leisure, and makes you want to visit again fits the description perfectly.
When you opt to stay at such a hotel, you are able to escape the monotony of regular life. You just want to change the environment and hence, are searching for a refreshing atmosphere. Sometimes inclining towards the likes of an environment encompassing lush greenery, woodlands, and a river-side luxury hotel would be the healing experience for anyone.
With the aim to provide such a mesmerizing experience, Ashford Castle is all available at your service. As the first and only Forbes Five Star Hotel in Ireland, and former residence of the Guinness family, Ashford Castle is indeed a holiday destination that provides a comprehensive experience.
In the following interview, Niall Rochford, the General Manager of Ashford Castle sheds light on his hotel, its unique services, and the future of hotel industry post pandemic.
Below are the highlights of the interview:
Please brief our audience about Ashford Castle, its USPs, and how it is currently positioned as a leading name in the hotels and hospitality industry?
Ashford Castle is set on 350 acres in County Mayo, on the shores of Lough Corrib and the River Cong, with a spectacular backdrop of woodlands, lake, river, and mountains. This 800-year-old castle features 83
guestrooms, suites, and a Lakeside Cottage. Several dining rooms and bars, along with a gracious afternoon tea service are among the amenities. Formerly owned by the famous Guinness family, it is regularly named among the best hotels in Ireland and Europe.
Tell us more about Ashford Castle’s offerings, through which you have ascertained your stronghold within the hospitality space.
equestrian centre, fly fishing, an exclusive nine-hole golf course and Ireland's first school of falconry.
Being an experienced leader, share your opinion on why adopting modern technologies is necessary for the hospitality industry and how you have leveraged these technologies to deliver your offerings?
As a 13th century Castle which opened as an hotel in 1939, ever changing technology over that time have been incorporated. More so when the Tollman family of Red Carnation Hotels purchased the hotel in 2013 and invested $100 million to restore the property and new technology was sensitively integrated to enhance the guest experience. Smart TV’s, in room lighting and air-conditioning technology, world quality Wi-Fi were some of the new technologies installed.
Considering the COVID-19 pandemic, what challenges did you face, and how are you currently sustaining operations while ensuring the safety of your employees?
Ashford Castle follows all the health protocols of the Irish government, including limited occupancy, deep cleaning of rooms between guest arrivals, mask wearing among staff, and social distancing. When necessary, the hotel can arrange PCR testing.
What would be your advice to budding entrepreneurs who aspire to venture into the hospitality space?
Some of the best advice has come from the people I work with. One piece of advice that always stuck with me was
given by Mr Tollman, the late owner of Ashford Castle and The Lodge at Ashford: “Forget about what others are doing, focus on what you can do best for your customers.” Simple, but very effective and something I remind my staff of on a regular basis.
How do you envision scaling Ashford Castle’s operations and offerings in 2022 and further?
As Ireland’s only Forbes 5-star hotel, we continue to operate the hotel to the highest 5-star standards possible in 2021 and beyond. We have just completed our budgets for 2022 and our projections would suggest we are poised to have one of the most successful years in the Castle’s history. But we are also aware – nothing is guaranteed with the ever-changing landscape of the world today!
The global climate crisis is no more a secret and millennials are not ignorant about the urgency to start acting on saving the environment. In this perspective, people are making choices that promote environmental conservation. From making discreet brand choices to practising a minimal lifestyle, people are willing to lead a life that is conscious of the environment.
This made businesses take account of the changed preferences of people and encouraged them to practise sustainability in their business processes as well. One enterprise that was formed on the foundation of sustainability is Borana Lodge.
Situated at the heart of Borana Conservancy, with a mesmerizing view of Mount Kenya, the lodge is built entirely with local materials by local craftsmen. The lodge offers a wide range of recreational activities to its clients furthering environmental sustainability.
Borana Lodge is located at the heart of Borana Conservancy, to the North of Mt. Kenya. In 2013 a founding population of rhinos was introduced to the conservancy, and a year later, the fences were dropped between Borana and the neighbouring Lewa Wildlife Conservancy to the East. This formed the Borana-Lewa Landscape and is now home to a population of over 300 Black and White Rhino, 14% of Kenya’s total rhino population.
All profits generated by guests’ stays at Borana Lodge are invested into the sustainable conservation of land, wildlife
and building local livelihoods. By staying at Borana Lodge, guests are given the opportunity to get involved in conservation. They also have a tangible positive impact on conservation, allowing Borana Lodge to continue its truly sustainable journey, committing all profits to secure conservation integrity.
Lawrence Ngugi is the Head Guide at Borana Lodge. Having worked in another safari lodge, Lawrence joined the Borana team in 2013. Lawrence has been a safari guide for well over a decade and previously worked as head curator at the Mt. Kenya Animal Orphanage for six years. Lawrence is a keen birder and has helped the famous Ornithologist Brian Finch to develop the Bird Map of East Africa.
Lawrence is extremely dedicated to providing the best guest experience at Borana Conservancy and has strong leadership skills. He speaks six Kenyan dialects, is fluent in English and Swahili, as well as a little Spanish and French.
In 2020, Borana Lodge was awarded The Long Run’s prestigious Global Ecosphere Retreat ® Status. This is considered ‘one of the world’s best standards for privately protected areas’ (Dr Jeff A. Landholz). It is recognized by the Global Sustainable Tourism Council (GSTC) and is one of the most rigorous sustainability audits in the hospitality industry. It considers every aspect of the 4Cs, Community, Culture, Conservation, and Commerce. GER ® Status is not only about business mitigating their negative environmental impact, but about positively impacting the well-being of the planet and its people.
Lawrence was instrumental in Borana Lodge receiving this accreditation and ensured that the entire Borana Lodge team was committed to driving a lasting sustainable journey across Borana Lodge and Conservancy.
Borana Lodge is a small intimate lodge that offers much more than the traditional safari experience. With a focus on regenerative travel and conservation, the lodge encourages its guests to participate in conservation and experience ‘behind the scenes’ of a successful conservation area.
Guests can take part in its conservation activities like: Rhino tracking
Help with conservation on Borana by joining the team of scouts who track Rhinos in the morning. The team sets out every morning to see and account for each rhino on the Conservancy. The guests are taught how to track rhino on
Borana Lodge is a small intimate lodge that offers much more than the traditional safari experience.
foot, how to identify each individual, and give an authentic insight into life as a ranger on Borana Conservancy.
Each evening, the armed unit of the anti-poaching team is deployed to various vantage points on Borana in order to survey and monitor the Conservancy. Accompany members of the team out on these deployments, tour the Ranger HQ and learn more about the behind-the-scenes work that goes into conservation, and meet the team that keeps the Conservancy’s rhinos safe.
These authentic interactions with rangers and insight into how rhinos are kept safe are not offered anywhere else in Kenya.
While talking about how the company overcame the challenges posed by the pandemic while also ensuring the safety and security of its employees, Lawrence Ngugi, the Head Guide at Borana Lodge had this to say, “The main challenge faced during the COVID-19 pandemic was how we could support and care for our team. With the world in lockdown and zero tourists visiting Borana Lodge, we ensured that all members of the team remained employed.”
“Borana Conservancy (usually supported by the income generated by Borana Lodge) continued to administer healthcare in local communities via the Borana Conservancy Mobile Clinic. Teachers and schools were supported throughout the pandemic by the Borana Education Support Programme. Clean drinking water was regularly delivered to different locations within our local community and local pastoralists were supported through the livestock to market programme and zero poaching incidents were reported across Borana Conservancy.”
“The Borana Mobile Clinic also helped to administer COVID-19 inoculations to all members of the Borana Lodge team. Throughout the pandemic, we have upheld rigorous MOH guidelines and ensured that all staff members at Borana Lodge were educated about the virus, and any concerns were heard and dealt with.” concluded Lawrence.
We asked Lawrence about his vision to scale the firm’s operations, to which he replied, “Borana Lodge is a small, intimate lodge that has eight rooms across six cottages. The operations will not be scaled as we focus on low-density tourism, which has a high impact on local conservation initiatives.”
Talking further about what he would like to advise to the budding entrepreneurs who aspire to venture into the hospitality space, Lawrence expressed, “Consider the impact your venture will have on people and the planet. Have a positive impact throughout all aspects of the business.”
I n our busy lifestyle, we perform to create an easier wayI of living. In every segment of life, we develop ease to lead our precious time to an exception where experiencing amenities is foreseen lavish and extraordinary.
To experience this piece, we ought to grasp the surface of luxurious lifestyle and their capacity to surpass the level of credentialism.
The extraordinary experiences that are exclusive in facilitating consumer experience are exceptional services, designs, facilities, spa, gym, private pool, 24/7 room service, etc.
In this industry, the profound requirement to master real estate and emerge with several segmented categories of the luxury hotel is excruciating but mandatory.
The players’ renown for enhancing our luxurious experience to a soothing one has been outgrowing their barriers. While competing with rivals and scaling up businesses, the obstruction to leading the luxury hotel segment has been dilated.
To lead this art piece, artists have taken a front seat while retaining the source needed for the advancement of the segment.
The leaders that have supervised their responsibility of holding their position at the top are as follows:
Bill Marriott Jr.J. Willard, the hotel group’s founder and mentor passed the torch to his son ‘Bill,’ who transformed the firm into the hospitality behemoth it is today.
His leadership spans more than 50 years, and he has transformed Marriott from a small family restaurant to a global lodging corporation with over 3,100 hotels in 67 countries and territories.
Bill’s decision to pursue a franchise model, known across the industry for his hard work ethic and attention to detail, enabled the firm to compete worldwide. His business ideas and ability to lead a company are constantly recognized as a top place to work, solidifying his spot on the list.
And, for those who genuinely want to get to know the legend, read Marriott’s book The Spirit To Serve, written by Kathi Ann Brown and an introduction by James C. Collins. It provides a personal picture of the Marriott company’s ascent and describes business success principles.
While some of today’s generation may recall his beautiful granddaughter, hoteliers remember Conrad Hilton as a legend. In middle age, Hilton honed his business skills while working in his father’s primary shop in New Mexico.
In 1919, he bought his first hotel, the Mobley Hotel in Texas, which had 40 rooms.
The property was purchased accidentally since Hilton meant to invest his money in a bank, but that plan fell through. Fortunately, it paid off as the hotel industry grew, and he extended his portfolio throughout the state.
His first high-rise hotel, the Dallas Hilton, debuted in 1925, and he later expanded into New Mexico.
However, trouble was on the horizon, and when the Great Depression struck, Hilton was forced to sell several of his hotels to escape bankruptcy. Despite this, he was kept as manager of the hotels, which he later purchased when the economy revived.
He founded Hilton Hotels Corporation in 1946, followed by Hilton International Company in 1948. Hilton, an extraordinary achievement, became the first multinational hotel chain, fueling Americans’ appetite for global travel and commerce.
He died in January 1979, but his legacy lives on as many multinational hotel enterprises compete for changes in every part of the globe.
Jay Pritzker created Hyatt in 1957 when he acquired the Hyatt House hotel near Los Angeles International Airport.
Over the next decade, Jay Pritzker, his brother, Donald Pritzker, and other Pritzker family business holdings expanded the company into a North American management and hotel-owning enterprise that went public in 1962.
Hyatt International was founded in 1968 and later became a specific public business. By Pritzker family business interests, Hyatt Corporation and Hyatt International Corporation were taken private in 1979 and 1982. On December 31, 2004, the Pritzker family’s hospitality holdings, comprising Hyatt Corporation and Hyatt International Corporation, were combined into a single corporation, currently known as Hyatt Hotels Corporation.
Kemmons Wilson was the guy responsible for founding the hotel chain prominently mentioned in Rapper’s Delight by the Sugarhill Gang.
After a terrible vacation to Washington DC regarding roadside accommodation, Wilson decided to take action.
In 1952, he established his first hotel in Memphis.
According to legend, Kemmons’ architect, Eddie Bluestein, suggested that he should call it after a Bing Cosby movie of the same name.However, the concept persisted, and additional locations immediately adopted the Holiday Inn brand.
Wilson franchised the network as Holiday Inn of America in 1957. It developed rapidly, according to Wilson’s directive that the hotels be standardized, clean, predictable, family-friendly, and easily accessible to road travelers.
By 1958, there were 50 sites around the country, and by 1959, there were 100.
The chain went global in 1960. By 1964, there were 500 hotels, and the 1000th Holiday Inn opened in 1968 in San Antonio, Texas. By this point, the chain had dominated the industry with its unique Holidex reservation system.
Wilson was on the cover of Time magazine in June 1972.
Because of Kemmons’ need for superior lodging while on the road, clever improvements such as indoor pools have transformed the image of a run-down hotel into one of a roadside resort.
In the late 1960s, the influence of men such as Kemmons Wilson crossed paths with two Frenchman, who had been working in America, and formed the SIEH Hotel Group.
Paul Dubrule and Gerard Pelisson witnessed the succession of hotel business in significant highways and suburban areas. They were determined to regulate the concept in France.
In 1974, they opened their first American Novotel hotel on the outskirts of Lille in northern France and launched the
Ibis brand with the Ibis Bordeaux. The company took on Courtepaille and Mercure brands in 1975 and Sofitel in 1980. In 1982, SIEH bought Jacques Borel International.
In 1984, the group changed its name to Accor group, and France’s Le Nouvel Economiste Magazine elected Durbule and Pelisson ‘Manager of the Year.
The leaders that have maintained the luxurious stability in the segment have conceived a closure to provide the most lavish amenities in the world. After pleading and collaborating with groups, the outcome has been relieving and comforting. The Hotel industry functions in various luxury hotel categories, and delivery is still prominent.
- Drishti Gaikwad
Abudget is probably the first thing that anyone thinks of when planning a vacation anywhere. Other aspects like venue, transportation, and duration follow after figuring out how much one can actually spend on the vacation.
If a person wants to spend some quality leisure time at a decent hotel, they have to think about the added expenses that come about with availing exclusive in-house services like spa, breakfast, bar lounge, etc. Keeping this in mind, one has to overestimate the budget that they derive, which might go beyond their spending capacity in order to make a successful relaxed holiday. But with the all-inclusive service of Jaya House River Park, this concern is put to rest.
Situated alongside the serene Siem Reap River, and surrounded by lush greenery, Jaya House River Park is a hidden gem for all hodophiles
In the following interview, Christian de Boer, the Managing Director elaborates more on the luxurious, yet sustainable services offered by the hotel, giving their clients the comfortable experience that they truly deserve.
Please brief our audience about Jaya House River Park, its USPs, and how it is currently positioned as a leading name in the hotels and hospitality industry?
Jaya House River Park has always been st#singleuseplasticfree from the very 1 day of our operation in December 2016. We were also the co-initiative taker behind www.refilltheworld.com with the sole aim of reducing the mountain of #singleuseplastic in the tourism industry.
As a small, independent boutique hotel, we have consistently tried to make our guests part of our sales force. Thanks to the more critical social media platforms (Facebook, Instagram, etc.), word of mouth has become even more aggressive than it used to be.
As a direct result of this, Jaya House River Park was voted as #Cambodia’s #1 Hotel and the #19 Best hotel in the
As a small, independent boutique hotel, we have consistently tried to make our guests part of our sales force.
world by TripAdvisor in the 2021 listing www.tripadvisor.com/WorldsBestHotels2021.
We have been actively thinking about the total guest journey. From check-in (why does a guest have to give a credit card?) to breakfast (everyone needs a breakfast, so why isn’t it always included and of decent quality). Again, all this with the sole aim of making our guests our sales force and thus creating impactful word-of-mouth.
Tell us more about your offerings, through which you have ascertained your stronghold within the hospitality space.
We have aimed to make our hotel experience seamless. So, no issues at checkout about a mini bar consumption since it’s all free, breakfast is fully included, unlimited laundry is fully included, and a 1-hour spa treatment daily is included. All these individual (perhaps small) items make a guest experience seamless and thus help us to WOW our guests and, in turn, enlarge our now global sales team with our former guests.
As a small independent hotel, we cannot afford (or don’t want to afford) the traditional industry tradeshows, since they tend not to deliver a good value for money. Our approach of simply focusing on our guests has definitely paid off.
The nickle and diming of some of the bigger hotel groups is simply turning a hotel into a factory (think 'resort fee', hotels charging for pool use, minibar charges, or sometimes still a charge for WIFI). But I guess those aforementioned hotel groups have to do this to be able to afford their massive sales teams attending all those tradeshows talking to the same people year after year and time after time.
Being an experienced leader, share your opinion on why adopting modern technologies is necessary for the hospitality industry and how you have leveraged these technologies to deliver your offerings?
We have always been at the forefront of technology. In my previous role, we were the first hotel to have a booking engine directly on Facebook, eliminating 'clicks' and thus increasing the conversion rates. We are rather active on numerous social media channels, including Facebook, Instagram, and now even TikTok.
Thanks to a longstanding partnership with the people at FrontDeskAnywhere, we have been given the opportunity to eliminate a lot of the (perhaps) frustrating and outdated actions often required for a hotel check-in/checkout. As a direct result of this partnership, we don't actually have a traditional 'front desk' and have been able to create a more homely feel to the whole experience.
Considering the COVID-19 pandemic, what challenges did you face, and how are you currently sustaining operations while ensuring the safety of your employees?
During the pandemic, which saw a 100% drop in tourism, we have partnered up with two like-minded properties in Siem Reap, namely Mulberry Boutique Hotel and Treeline Urban Resort, and created www.hotelsjoininghands.com. This initiative saw us being able to donate 54.000 #plasticfree & #styrofoam free meals in the Siem Reap region.
We have also been able to keep ten of our less-strong staff who needed financial support throughout the crisis for a variety of reasons and donated tonnes and tonnes of rice to all of our 107 staff members plus initiated a personal loan structure with those individuals that needed it with 0% interest.
What would be your advice to budding entrepreneurs who aspire to venture into the hospitality space?
It's all rather simple: stick to what you believe, don't follow media hype, do your own research, treat your guests the way you would want to be treated, and treat your staff with respect. Staff always comes first. We do not have to do it all in the same way as it's "always been done," times change and the hotel industry should also change and become more guest orientated (Yes, I know all hotels say that but not many actually do it).
How do you envision scaling your hotel's operations and offerings in 2021 and further?
For a destination where this is possible, I also believe that in the after #Covid Era, the tourists will be more demanding, more aware, and more precise on what they want. With this in mind, we have indeed created our second open-air lobby area giving guests the option to always be able to enjoy the healthy tropical air. With this, I mean potential guests would want to avoid long aircon corridors, mass hotels, mass tourism, breakfast buffets, and simply demand more (many more) plant-based food options.
The traditional menu is outdated
Thanks to an inspiring partnership with Vegan Food Quest and countless conversations with a gentleman called Paul Eyers, we are now turning our menu around to give many more options to all of our guests. This movement is gaining more and more ground, and the developments and knowledge are moving ahead at lightning speed.
I hope that the future traveller will do more research and choose a hotel offering based on its past actions & results.
The times of empty marketing words ("Save a towel/plant a tree" springs to mind) are now behind us, and the future guests want to see real action and not merely empty pledges or beautiful marketing words.
I am also pretty sure that the future traveller will demand a #Singleuseplastic free hotel. If you think of the numbers, it's actually staggering. Cambodia's Tourism industry alone used 4.6 MILLION single-use plastic water bottles each and every month. Yes, it's only one bottle guests think but add them all up.
This isn't inclusive of, for instance, shampoo bottles or the likes. Whilst a certain hotel group made a 'pledge' of by 2050 (!), this is simply too late and can be done much, much sooner. I am thinking within three months if they would have been sincere. For this reason, Jaya House River Park has offered its knowledge and experiences to the United Nations Climate Change panel and has become an adviser to those hotels and related tourism companies willing to make the switch and are sincere in their beliefs. https://www.jayahouseriverparksiemreap.com/unitednations-global-tourism-initiative www.jayaorganics.com
In our strive to heighten our guest experiences and increase the amount of Khmer employed because of Jaya House, we have started our very own handmade in-room amenities line under the name www.jayaorganics.com
This has actually been a surprisingly great success throughout the pandemic shipments going out to all corners of the world.
Jaya Organics products are carefully formulated and lovingly handmade in small batches in Siem Reap, Cambodia. This ensures the freshness and stability of antioxidants and the natural goodness in the extracts, butter, and natural oils. The key qualities of our products are the plant formulations that focus on the powerhouse ingredients of Cambodian native botanicals and the unique natural fragrances found in Cambodian essential oils. These exotic natural ingredients promote beautifully soft, smooth, and luminous skin.
Starting from the interest and demand of hotel guests at Jaya House River Park, Dennis Reinhard, the creator of Jaya Organics, has developed the range of products with an experienced formulator who has been in the beauty industry for more than 20 years. Together, they formulated Jaya Organics products with the help of 10 Cambodian employees, creating local jobs, education, and introducing more high-quality products into the community.
Jaya Organics produces sulfate-free, paraben-free, and cruelty-free products, avoiding harsh chemical ingredients that may harm your skin and disrupt the natural skin renewing process. The products also use as little plastic as possible, resulting in 99% glass packaging and no box packaging at all. The brand encourages its customers to use the reusable pouch given when they purchase the products. Even our shipping boxes are recycled from hotel materials.
Imagine a place where you are being healed by the nature, experiencing a pleasant environment, and are far away from your everyday work; an atmosphere where your senses are all working together in harmony, a luxurious and serene experience that you dreamt of!
Keemala delivers you that experience with an all-pool villa wonderland set in the rainforest of Kamala, Phuket. An architectural marvel blended with the natural surrounding and a flavour of Thai culture. Located in the scenic beauty comprised of hills within the lush woodlands, Keemala offers you a luxurious ride in the evergreen paradise.
Keemala is a uniquely designed resort with an ecoconscious ethos. Its 38 villas are romantic cocoons that evoke a dramatic sense of escape. All four villa types are different but equally extraordinary, from tree houses that seemingly dangle from the greenery to nomadic tent structures with quirky traveling chests awaiting the next adventure.
At Keemala, the hospitality service comes from genuine commitment to luxury alongside local, sustainable lifestyle. Guests are enticed to step beyond the villas to immerse in a world of nature and the basics of living.
Begin the day with mindful meditation in a cave under the waterfall, or stroll in the garden with rescued water buffaloes and goats. Learn to cook signature Thai dishes with organic ingredients harvested straight from the earth and onto the table and appreciate the resort’s ‘towards zero waste’ food cycle program which ensures a truly environment-friendly and sustainable way of life.
Although guests visiting Keemala generally prefer to ‘detox’ from their digital lifestyle to immerse in nature, modern technology has become an integral part of everyday comforts and conveniences. From quality entertainment hubs within the villas to powerful wi-fi connections, and now to meet with ‘new normal’ remote working trend, it is vital that luxury resorts such as Keemala must offer these modern services to its visitors.
Raised in a traditional Phuket family, Ms. Samornpun Somnam , aka Tarn, the Executive Director of Marketing at Keemala, cherishes family values and believes that ‘gratitude leads to success in life’, especially gratitude for the foundation that her family has built for her generation.
In joining her family business and creating the Keemala concept, Tarn envisioned a resort where guests can ‘rebel against their hectic lifestyle and slow down to enjoy nature and local culture’. By showcasing Phuket’s tropical woodland splendor alongside preserving Thailand’s longstanding traditions and cultures through the Keemala way of life, she hopes to contribute to making Phuket a sustainable destination.
The COVID-19 pandemic put a complete stop to Phuket tourism for almost two years. Even though the hospitality industry could rely on its domestic market after international travel ground to a halt, soon after the effects of COVID-19 eventually impacted domestic travel which led hotels through ups and downs until now.
Keemala is a uniquely designed, all pool villa resort with an eco-conscious ethos.
Director of Marketing
World Luxury Hotel Awards 2020 – Global Winner: Luxury Boutique Resort
World Luxury Spa Awards 2020 – Regional Winner: Luxury Eco Spa
SLH Awards 2020 – Resort Hotel of the Year
International Hotel Awards 2019-2020 – Winner: 5*
Small Luxury Hotel for Thailand
AHEAD Global 2019 - 2nd Runner Up: ‘Landscaping & Outdoor Spaces’
The Awards for Hospitality Experience and Design (AHEAD) is hosted by the prestigious Sleeper, the leading international magazine for hotel design, development, and architecture. On selecting Keemala, AHEAD judges commented that “the landscaping of Keemala has created truly memorable experiences for everyone who stays there.
The natural way it integrates into its environment, with guestrooms nestled into the jungle surroundings, was considered respectful and restrained.”
A great lesson learned by many businesses has been the value and importance of our domestic market. Many have had to re-establish their brand positioning to better capture local interests, redesigning experiences to better fit preferences of this new sector, and even learn how to adapt to Thai culture and Thai customer service.
Tarn advises the young entrepreneurs aspiring to venture into the hospitality space saying, “Stay true to your passions, personal values, and lifestyle so that you may create meaningful and genuine experiences for travelers. And as a priority, really think what sustainability means and how you can ensure commitment to this.”
Talking about her future endeavors, Tarn says, “We will continue to be committed to sustainability and curating unique, environment-friendly guest experiences through our gastronomy, spa offerings, and more. We believe that we have found a well-balanced position where we can cater to both local and international travelers, which will enable us to be resilient and adaptable to whatever may await in what still remains an unpredictable future.”
Innovations in technology are enriching our living
I experiences. We continue to integrate novel technologies into every aspect of human life to make it “more comfortable.” While every sector, from primary to tertiary, is enabling technology solutions to deliver the best outcomes, one industry that is delivering world-class services to customers while focusing on customer satisfaction is the Hospitality industry
The industry, with a compound annual growth rate of 15 percent – which is expected to grow further in the coming years –is now driven by technological advancements to amplify customer experience. And hence luxury hotels are at the forefront in spearheading this futuristic growth.
Luxury hotels are now gaining popularity as SMART hotels. And as peaceful vacations are precious to everyone after a long work weekend, every traveler – be it for recreational purposes or business meetings –seeks comfort and ease of access while they are juggling to check that travel itinerary and get quality rest. Balancing this demandsupply equilibrium in the hospitality industry, luxury hotels over the globe are striving to produce a high-end user experience through technology.
From automated rooms to robots carrying your luggage to providing virtual hotel tours by sitting in your room, global luxury hotel chains have got it all for you.
But how are they doing it exactly? The article will guide you through the top technological advancements offered by luxury hotels.
Personal space is very important to de-stress and brainstorm those business ideas. But doesn’t it feel nice when your stay experience is customized? Keeping this in mind and at the same time respecting your personal space, technology has enabled hotels to create a personalized customer experience. This keeps customers at the center and ensures even the smallest of their desires are fulfilled. Let’s look at a few disruptive technologies that help luxury hotels personalize their stay.
We all go through mood swings, and sometimes we need the right ambiance that suits us then. It doesn’t feel real, right? But well, technology has made it possible. Using the dynamic potential of the Internet of Things (IoT) provide you with the luxury of choosing a room environment based on your moods. It gives you ample options like you can adjust the room lighting, choose that relaxing scent, or play that right song.
Most times, we aren’t aware of the right room options of that hotel, or the intermediaries involved may charge higher rates, or unfortunately, the booking could get canceled last minute. To prevent all this from happening, hotels use automated reservation systems for check-ins and checkouts. Users can change their time of arrival and extend their stay without taking the effort of going to the reception desk.
After turning that AC on and getting inside that quilt we usually do not feel like traveling for food or opening that app and ordering food. Kiosks and android tablet screens are available to customers, with a variety of food options, in
their living room or bedrooms that bring them food while relaxing.
Privacy and security are two key parameters that customers consider while choosing their preferred stay. Preference for tech-enabled security features is desired. Luxury hotels being mindful of this, have gone beyond CCTV surveillance. They now have special hardware that provides customers with encoding room key cards. Upgrading from key cards to mobile cards now, wireless door lock technology is the trend. The electronic doors can only be opened when you enter the encrypted PIN/ password. Additionally, a cloud-based smart lock system has helped customize room access for customers.
The pandemic has increased the need to have safe and clean rooms and lobbies. Company research indicates that 96 percent of global hotels are prioritizing safety and new cleaning measures to gain customer trust. Hotels are using robots that navigate using lidar technology, identifying cliffs and memorizing all the routes. Benefits from using UV lights to clean an area are practiced too.
Electrostatic sprayer technology is being adopted by eminent luxury hotel chains to disinfect.
A sound sleep is desired by many during hotel stays, and they want that experience to be top-notch. A comfortable automated bed doubles that experience. Most beds of luxury hotels are automated and help you adjust accordingly. Automation eliminates the hassle of pulling a driver. Everything is controlled by a remote. To enhance your sleep experience, motion-controlled air conditioning that regulates the room temperature based on your movement during the night. The use of technical textiles is also increasing to provide you with sound sleep.
We all want to live that movie dream of relaxing in a hot jacuzzi while sipping our favorite drink. Technology installed at luxury hotels helps you live this dream. Smart tubs, shower toilets, thermostat-driven showers, and bathrooms with a view are preferred customer choices.
If you are a bathroom singer or a bathroom thinker and forget about it after that soothing hot shower, you would
love these technological services leading hotel chain J W Marriot has got for you. Their SPLASH OF BRILLIANCE technology automatically keeps note of your unique ideas when you write them on the steam-covered glass. Certain chains have also brought to you features that turn transparent bathroom glass opaque.
Social distancing has been the norm since the pandemic hit. Turning this crisis into an opportunity, luxury hotels commissioned robots to reduce human-to-human contact and enhance the hotel experience. Robots, like other hotel staff, are given names too, like Pepper of the Mandarin Oriental chain, Connie, etc., that provide a variety of consumer services. More than twenty percent of global hotel chains view robots as an emerging tool that would widen the hotel experience for customers. Apart from robots, another luxury hotel chain, Hyatt, has removed all the front desks to give customers the experience of one-to-one contact.
Luxury hotels have become the primary choice of stay for most of the global population. Technology had provided thfuturistic hotels that were unimaginable in the 19 century –when the concept of luxury hotels was first introduced. Luxury is now turning smart with the integration of technology. And smart is always preferred.
- Drishti Gaikwad
ravelling is a great way to experience new cultures and different ways of life. With so many options and destinations, choosing the right hotel can be difficult, especially if you’re not too familiar with the area. It’s important to look for hotels that suit your needs, whether it’s finding one with a mini bar or simply one that offers breakfast each morning.
This edition, World’s Most Spectacular Hotels to Experience, takes you through a myriad of hotels that have a proven record of being travelers’ favorite places to stay. One prominent name among these hotels is Manoir Hovey, a five-star Relais & Chateaux property on the outskirts of the village of North Hatley in the Eastern Townships, Quebec.
In the following interview, Jason Stafford , the Managing Director and part of the ownership family, shares his unique insights into the culture, the passion, the empathy, and care that generations of his family have put into the success of this hotel.
Please brief our audience about Manoir Hovey, its USPs, and how it is currently positioned as a leading name is the hotels and hospitality industry.
This five-star Relais & Châteaux property is nestled in 35 acres of beautifully landscaped gardens and birch forest along the shores of Lake Massawippi near North Hatley, Québec. A 75-minute drive from Montréal, along the Route des Vins, Manoir Hovey combines old-world charm and service with contemporary luxury.
This destination appeals to visitors who yearn for simpler times, for relaxation among nature at a charming country house on a lake with fresh air and fabulous food. Enjoy any of the 36 elegantly appointed rooms and suites, plus panoramic vistas of the lake and gardens.
Manoir Hovey was awarded the #1 Resort Hotel in Canada by Travel + Leisure’s World’s Best Awards 2021. Its signature Le Hatley restaurant by Chef Alexandre Vachon is a true ode to the Quebec terroir and reflects the chef’s passion for fresh food of the finest quality.
Tell us more about your offerings, through which you have ascertained your stronghold within the hospitality space.
The numerous offers include an array of wonderful outdoor activities such as canoeing, kayaking, paddle boarding,
For those that elaborate a vision early on in their path then work constantly towards realizing the dream, the sky is ultimately the limit.
tennis, outdoor heated pool, cycling and daily clinics (yoga, cardio stretching, mixology, etc.) All these wonderful activities are offered on a complimentary basis for our guests, and we do not charge a resort fee, unlike many similar resort destinations.
The biggest offering at Manoir Hovey is quality customer service. In the peak season Manoir Hovey employ’s upwards of 100 employees, therefore the employee to guest ratio in our 36 rooms and suites is unparalleled. Ultimately this is what we largely attribute our success in the industry too, the people.
Being an experienced leader, share your opinion on why adopting modern technologies is necessary for the hospitality industry and how you have leveraged these technologies to deliver your offerings?
The adoption of modern technologies is very important in our industry. There are certain contemporary luxuries that guests expect as a standard in luxury hotels today, and we have been very mindful of that in the constant renovations brought to our accommodations.
The challenge in a historic property is always to strike the right balance between offering many of the modern technologies that today’s traveler expects to find in a luxury property today while also blending it seamlessly in a way that does not offset the historic identity and character.
The strategic implementations of simple things like light switches, USB ports and the installation of, in most rooms, Japanese style automatic bidet toilet seats are all modern technologies that are essential in today’s hospitality climate.
At Manoir Hovey it is important to implement new technologies all while keeping in mind the essence and heritage of our beloved brand. Also, the use of CRMs (customer relationship management) allows us to enhance our relationship to clients by communicating with ease and allowing them to easily provide feedback to us about their experience.
We have also brought a designated fiber optic cable to Manoir Hovey this year, which for a lakeside country Inn, is quite rare. Doing so has allowed us to undergo the implementation of casting services for our guests view their own content in the comfort of their room.
Considering the COVID-19 pandemic, what challenges did you face, and how are you currently sustaining operations while ensuring the safety of your employees?
The COVID pandemic has been very challenging for everyone in the industry. We have been luckier than most, seeing as we are a small countryside boutique hotel, yet close enough to the city for our guests not to feel too far from home.
The main difficulties faced were related to staffing and restaurant capacities. Our restaurants’ capacities were reduced by 40-50% through government mandated Covid protocols, so it was very challenging to find tables for all our house guests in our Le Hatley restaurant, which is our signature dining experience that people come to Hovey for.
Staffing was difficult throughout the industry; however, we were fortunate to have planned and hired a lot of local and international talent in the year leading up to the pandemic.
Jason Stafford Managing Director and part of the ownership family - Manoir HoveyJason Stafford was literally born into the hospitality industry and today represents the third genera on of the Stafford family in the business on Lake Massawippi. His grandparents Archie and Elizabeth Stafford founded Ripplecove Inn, at the opposite end of the lake from Manoir Hovey. His father and mother (Stephen and Kathryn Stafford) took over Ripplecove Inn and the family resided in a residence inside the hotel for the first 6 years of Jason’s life. In 1979 the family acquired Manoir Hovey and soon a er relocated to a home next to the hotel.
Jason studied Interna onal Rela ons in at both Trent and McGill universi es but always worked in the family business throughout his studies in the summer. Jason is an avid world traveler, foodie and loves experiencing and learning about cultures and tradi ons. He firmly believes that hospitality is best delivered by proper es that have a unique connec on to their geographic, cultural, and culinary tradi ons and perpetually pivots the focus of his team towards celebra ng the importance of this.
Jason also believes wholeheartedly in the transforma ve and posi ve essence of experien al travel and is always encouraging his Manoir Hovey team to deliver new experiences for its guests that convey a sense of place.
This delayed most of the staffing issues until late summer of 2021, which allowed for a successful summer 2020 and another successful 2021 summer, all things considered.
We have gone above and beyond all the recommended safety precautions and more that our local government recommended and have implemented new protocols such as electrostatic disinfection of public areas and guest rooms, etc.
What would be your advice to budding entrepreneurs who aspire to venture into the hospitality space?
Hospitality is very fulfilling for those who have a long-term vision and interest in the industry. I believe it also more rewarding for those passionate about travel, food and culture. It is an industry that requires long hours and dedication and that rarely provides immediate results or financial reward in the short term.
For those that elaborate a vision early on in their path then work constantly towards realizing the dream, the sky is ultimately the limit. It is an incredible experience that connects one to so many interesting people and experiences and I personally wouldn’t trade it for any other career.
How do you envision scaling your hotel’s operations and offerings in 2021 and further?
In October, Manoir Hovey broke ground on a three-story lakefront spa pavilion, enhancing the hotel’s wellness space
and added 3 new luxury spa suites to the current 36 rooms and suites located in the main manor and exterior cottages.
The first two floors are exclusively dedicated to a fullservice spa with seven treatment rooms, an esthetician room for manicures and pedicures, steam sauna, dry sauna and an outdoor “Tree House” platform featuring relaxation room, jacuzzi, cold water dipping pool, sauna and outdoor fireplace overlooking Lake Massawippi for optimal relaxation. The spa’s nature inspired open air pool deck and bar showcases a new outdoor infinity pool overlooking the lake, whirlpool, hydrotherapy thermal circuit with a hot and cold basin, firepits, a pool cabana, outdoor lounge, and relaxation area.
The comprehensive wellness program is offering a curated spa menu, private and group classes, as well as wellness retreats. Manoir Hovey's new lakefront wet deck, pool and spa are set to open late 2022, welcoming guests with its supreme hospitality services. The future of Manoir Hovey looks bright. In in November 2022, the luxury retreat will begin construction on another project – a lakeside annex adding 9 spacious suites in a very private and tranquil setting right on the lake.
The ways of the world have changed since the COVID-19 pandemic. On an individual and industrial level, every process has been changed to comply with the safety standards to avoid contracting the virus and any of its variants that might arise in the future. The industry that must take the most care in following these safety regulations and guidelines is the hospitality sector, which comes most in contact with its clients.
Keeping in mind its duty and necessity, one of the hotels that has transformed the way it used to operate to make it safer is The Athenaeum Hotel and Residences
In the following interview, Bernard Murphy Group Managing Director talks in detail about the values of the hotel and how it is doing everything possible to make the guest experience in their hotel the finest.
Please brief our audience about your hotel, its USPs, and how it is currently positioned as a leading name in the hotels and hospitality industry.
Of course, we would say our hotels are special, but genuinely we do uniquely approach the role of hospitality. And indeed, we give an individual experience at all the hotels we own. We are a family business, and that comes across with individual attention to detail and hospitality.
The Athenaeum Hotel and Residences are part of the family-owned RTL Group which also includes The Grove ‘London’s County Estate’ in Hertfordshire and The Runnymede on the Thames, a modern hotel set on the banks of the River Thames in Surrey.
The Athenaeum is a long-established but recently refurbished hotel with a large number of regular guests who see it as their home from home when visiting London. It is one of the very few hotels in the city with a view across Green Park into the gardens of Buckingham Palace.
The apartments are popular with many celebrities – those who regard their privacy as sacrosanct rather than those seeking attention. Similarly, our guests appreciate that this is a quiet area of London, and the hotel oozes peace and tranquility. In a word, it is relaxing.
Set in a 300-acre estate, the Grove Hotel, our London Country Estate, combines luxury with the highest standard of sporting facilities and an immense spa. It is also an outstanding conference venue.
With its walled garden and recently renovated glasshouses, much of the produce for the restaurants is homegrown. There is a specific Asian Corner that caters to the very regular pop-ups we host. We also have an incredible awardwinning and championship golf course and our beach.
The Runnymede is a modern riverside hotel on the banks of the Thames just ten minutes from Windsor. With an awardwinning ‘Guinot Crown Elite’ Spa, two superb restaurants, and even a jacuzzi on the jetty, this is a superb place to destress for a few days before exploring everything the area has to offer.
We position ourselves as a unique and individual experience. Yes, we have the heritage, the back story, and the F&B offering, but it’s the staff and the service which make the hotels – that is what we specialize in – that unique touch that makes every stay memorable.
Tell us more about your offerings, through which you have ascertained your stronghold within the hospitality space.
The offering across our hotels is so exciting as there is always something going on. That could be a series of cinema showcases or popular film nights at The Grove, an exclusive Whisky tasting at the Athenaeum, or a jacuzzi experience on the Thames at the Runnymede; the teams at the hotels are very creative and always thinking from a guest perspective – ‘what would you love to do during a hotel stay’ – and then they deliver it to the highest possible standard.
So, we have a lot of pop-ups – chefs from around the world; the most exciting brands and experiences showcased at our hotels; live performances; interesting people for guests to meet from the world of music, theatre, film, food, fashion, and design—we want our guests to be entertained and maybe a little bit awed—if that’s what they want. Or to be quiet – to walk in the Royal Parks, paint, take a breath, relax, rejuvenate and just ‘be’ in our wonderful art-filled and inspired spaces.
Brief us about the leadership team at The Athenaeum Hotels and Residences.
As a team, across our three hotels, we have been lucky to attract some of the best talent and most visionary individuals in the business.
At the Athenaeum Hotel and Residences, we have an incredible General Manager, Joanne Taylor- Stagg, who has been recognized by the industry for her work, vision, and passion. With over 25 years of experience, Joanne was recently recognized for her dedication to her team, business, and wider hospitality industry and was awarded Manager of the Year at the 2021 Cateys.
We also have the fantastic Sharon McArthur, Director of Food & Beverage at The Athenaeum Hotel & Residences, who has been shortlisted in the 2021 Hotel Cateys for Food and Beverage Manager of the Year. And of course, still, with the Athenaeum, we have local legend Jim Gardner Burns who has been a loyal doorman at the hotel for over 26 years and is a friendly face our long-term guests have come to know and trust.
The Athenaeum is a ‘family’ unlike any other hotel in London. We all work together, pull together, and care incredibly about the guests who come to stay in what we regard as our home hotel. It is so very special to have the recognition that my colleagues are achieving in what they do day-to-day as part of their lives and the loves of this hotel and this industry.
Over at the Runnymede, my goodness, Craig Spencer is a shining light for anyone who cares about hotel and hospitality. He has worked across a variety of positions at the hotel over many years and is now the Executive Manager leading the way for the entire team.
And at the Grove, we are so delighted that Joanna Barnett, who has been with us for nearly nine years now as Director of Events and Food & Beverage, has just won a scholarship to Cornell University. Anna Darnell, who is our Resort Leisure Director, oversees the Grove spa, golf, and leisure, has been with us for over 16 years. We are delighted to have trained these colleagues and managed their career progression as part of our family values attitude to running the business.
But so, you know, on this question of specific people, it is everyone pulling together, caring together, wanting to make a difference together that makes a great hotel.
Being an experienced leader, share your opinion on why adopting modern technologies is necessary for the hospitality industry and how you have leveraged these technologies to deliver your offerings?
Like most of the hospitality industry, we have perhaps been a little slow to adopt the latest technology – but that is changing fast. Of course, our focus will always be on our guests and the service they receive, but we are looking at every area of the business to see how we can improve performance.
To be successful, we need to ensure that where this impacts our guests, it enhances their experience. For example, we have an App for ordering food in the restaurant, but of course, for the more traditional, we also have waiters to take an order if that is preferred. We can also send a ‘key’ to a mobile phone, so there is no need to check-in or check out.
As I reflect on this, I know that we need to do better. We were plodding along, and Covid has made us change our way of working. We are daily reviewing how we work and
adopting new ideas to help us give a better service and a better guest experience – which is what we are all about. The future of hotel and hospitality will be intelligently using technology to give our guests the best and most fulfilled experience they can have.
Considering the COVID-19 pandemic, what challenges did you face, and how are you currently sustaining operations while ensuring the safety of your employees?
The Covid Pandemic changed so many things. We recognized from the start that we needed to protect our staff as well as guests. We were early adopters of a Safe and Clean policy that we have in place today to ensure everyone in our hotel environment is as safe and protected as possible.
All of our staff have now been double jabbed, and we test everyone twice a week. We follow and often exceed Clean and Safe Government Regulations. We have health and wellness counseling for all members of staff across our hotels, and we are supportive of employees and their wider families during this time.
What would be your advice to budding entrepreneurs who aspire to venture into the hospitality space?
I’d advise any entrepreneur planning to go into the hotel and hospitality industry to spend a huge amount of time thinking about the processes. If you are starting with a blank sheet of paper, then designing and running a hotel is a complicated business and one that needs to be addressed. Like a swan, it should appear serene and untroubled on the surface of whatever is happening behind the scenes. This means lots of roles–playing, putting people into complicated and even confrontational situations to understand the mechanics of what can happen and seek resolutions. Also, by taking advantage of new tech, make sure not to have lots of people doing things they don’t need to.
And people are the key to success. They need to be the best, but they also need to be deployed in a new thinking wayonly have people doing things that add value. I also think there will be more consideration for local communities and local social conscience, plus of course sustainability and the environment. So, anyone starting needs to be cognizant of all of this. I’d also advise them to prepare to be good neighbors and invest in the local community. This both develops goodwill and helps with recruitment.
Bernard Murphy has been the Group Managing Director for Ralf Trustees Ltd since February 2019. He first became the Interim General Manager for The Athenaeum Hotel & Residences in May 2018 to oversee the comple on of a mul -million refurbishment and reposi oning of the hotel prior to transi oning into Group Managing Director for the luxury group.
How do you envision scaling your hotel’s operations and offerings in 2022 and further?
We have several planning consents at both the Runnymede and The Grove where we have land available for development. (Obviously, that’s not the case with the Atheneum in Central London). We’ll have more bedrooms and new exciting guest offerings. We are talking to our customer base and involving them in plans for what the hotels will look like in three years.
So far, we are finding that most people are planning for less office time and more time in collaborative outside spaces and experiences. Such things as team building are going to be important. In a way, we can be a third space for people alongside home and office working. It’s beyond zoom meetings, important though they have been. Above all, we think that people actually want to have some fun and we are keen to help them do that.
