Luxury Hospitality Magazine - March 2024

It’s been a big year for the fish in your reception. He’s moved out of his bland fishbowl and into a new, tastefully decorated aquarium.

Editor – Maria Lapthorn maria@lhmagazine.co.uk

Editorial Assistant – Anna Startin editorial@lhmagazine.co.uk

Production/Design – Laura Whitehead laura@lhmagazine.co.uk

Sales Executive – Sophie Evans sophie@lhmagazine.co.uk

Accounts – Richard Lapthorn accounts@lhmagazine.co.uk

Circulation Manager – Leo Phillips subs@luxuryhospitality.co.uk

Publishing Director – Paul Attwood paul@lhmagazine.co.uk

Lapthorn Media Ltd 5-7 Ozengell Place Eurokent Business Park

Ramsgate, Kent CT12 6PB 01843 808104

CONTENTS

Company News 04-05

Hypnos Limited 07

Latest Openings 08-09

Latest News 12-13

Stannah Lifts 15

Every effort is made to ensure the accuracy and reliability of material published in Luxury Hospitality Magazine. However, the publishers accept no responsibility for the claims or opinions made by advertisers, manufacturers or contributors.

No part of this publication may be reproduced or transmitted in any form or by any means, mechanical, electronic (including photocopying) or stored in any information retrieval system without the prior consent of the publisher.

Oliver Hemming 16-17

How to Attract Guests with Inviting Outdoor Spaces

Luxury Hospitality Magazine interviews

Holly Hallam, DesignLSM Managing Director 22-27

Enomatic UK Ltd 30

Editor's Review: Luma Hotel, New York 32-33

People on the move 34

Britannic Technologies Ltd 35

Luxury Hospitality Magazine interviews

Joe Gould Head Chef at Fawsley Hall Hotel and Spa 40-41

Events & Awards News 42, 48

Technology & Software: Employee experiences & customer services, the hospitality industry’s best pairing 44-45

Technology & Software: Three ways technology can take luxury to the next level 46-47

LIVERPOOL ONE WELCOMES CITY DEBUTS FOR THE REAL GREEK AND THE BOTANIST

Grosvenor has announced two new restaurant openings at Liverpool ONE, welcoming authentic Greek concept, The Real Greek, and artisan cocktail bar and restaurant, The Botanist. The openings mark two new city debuts for Liverpool ONE, joining the destination’s line-up of leading names in hospitality.

LE MÉRIDIEN ILE MAURICE LAUNCHES TWO NEW RESTAURANT CONCEPTS

Five-star property Le Méridien Ile Maurice has launched two new restaurant concepts, Jade and WAVES.

Elevated Pan-Asian cuisine takes centre stage at Jade – a fine-dining destination restaurant in the heart of the resort with 70 covers. Formerly Paparazzi, the restaurant features an elegant design, informed by its precious gemstone namesake. Signature dishes include octopus curry, Singapore chilli prawns and pad thai. Teppanyaki displays as well as a variety of yakitori skewers are also available at live demonstration stations, alongside saké pairings.

Head Chef Adesta Ginting will lead the team at Jade. With over 10 years’ experience at luxury Indian Ocean hotels, Adesta joins the hotel from a tenure as Chef de Cuisine at LUX*

South Ari Atoll in the Maldives. His previous experience also includes stints as Chef de Cuisine at the Hilton Labriz Resort and Spa in the Seychelles and at the Burj Al Arab Jumeirah in Dubai.

Head Chef Tetarie Nitish is at the helm at WAVES, an 80-cover beachside brasserie which previously housed Zoli Mamzel. Nitish brings 20 years of experience to the team, having spent eight years as a Head Chef across several restaurants at Le Méridien Ile Maurice since joining the hotel in 2016. Situated with panoramic ocean views, the restaurant serves sustainably sourced seafood and a reimagined BBQ, Creole-inspired menu. Signature dishes include grilled lobster with fresh turmeric and coconut paste, red tuna carpaccio and Mauritius-style ceviche featuring palm hearts, mango, and octopus.

Jade and WAVES join the other restaurants at Le Méridien Ile Maurice, as well as those at JW Marriott Mauritius Resort and The Westin Turtle Bay Resort & Spa, Mauritius in forming a new ‘Destination Dining’ proposition, where guests staying at any of the three hotels can also have access to all 14 of the properties’ dining destinations; the largest and most extensive restaurant offering in the Indian Ocean.

Joining Liverpool ONE’s Paradise Street, The Real Greek’s 3,900 sq ft restaurant caters to 162 diners inside and 38 outside. The space has been fitted out in The Real Greek’s signature style, with blue and white accents throughout and a range of Mediterranean-inspired art and photography. Bringing quintessential Greek dining to Liverpool, The Real Greek serves cold and hot meze, Souvlaki Wraps and Greek salads, as well as sweet Greek treats such as Baklava.

Launching its popular restaurant and bar concept in Liverpool for the first time, The Botanist is a new addition to Liverpool ONE’s leisure terrace on Chavasse Park, joining Loretta’s Parkside Tavern and the soon to open Flight Club city flagship. The 6,400 sq ft restaurant features the brand’s carefully curated food menu ranging from lighter dishes such as salads and noodles, to classic bar meals of steaks, fish & chips, and burgers. As well as unique, crafted cocktails, visitors to The Botanist can expect live music and an exciting atmosphere, with a terrace that opens on to the park.

The announcement follows the news that Liverpool ONE has seen its strongest start to a year in more than half a decade, with a 9% increase in visitor numbers during the first three weeks of January 2024 versus 2023. This performance is enhanced by the positive impact that anchor leisure brand, Gravity MAX, has had on wider footfall and spend at Liverpool ONE, following the transformation of the former Debenhams.

DINNER BY HESTON BLUMENTHAL LAUNCHES ITS FIRST SUNDAY LUNCH AT ATLANTIS THE ROYAL

Renowned for its award-winning experiential dining experience, Dinner by Heston Blumenthal is now open every Sunday for a quintessentially British Sunday lunch with new dishes including a traditional roast.

One Michelin star restaurant, Dinner by Heston Blumenthal, has introduced a new lunch experience every Sunday from 12pm to 3pm at Atlantis The Royal. Priced at AED 495 for adults and AED 295 for children, diners can look forward to a three-course lunch featuring a curated menu inspired by the tastes and flavours of Britain dating back as far as the 14th century. Guests can anticipate savouring new dishes, including a classic roast with all the trimmings along with Dinner by Heston Blumenthal’s iconic dishes such as the Tipsy Cake (c.1858).

Collaborating with food historians and tapping into the world of the British Library, Sunday lunch at Dinner by Heston Blumenthal, promises a unique blend of edible history and storytelling.

Heston believes ‘roasties’ (Roast Potatoes (c.1664) are the most

important aspect of cooking a Sunday Roast. While the Yorkshires, vegetables and gravy can all be pre-prepared and the meat can be held at serving temperature, roasties wait for no one. Much like the triple cooked chips, when cooking roast potatoes, the aim is for a glassy crispy texture which are perfectly soft inside. As part of the roast experience, the meats are cooked using Heston’s long established techniques of low temperature cooking to produce the ultimate mouth-watering roast that will satisfy all taste buds.

Served à la carte, diners will also be able to experience Head Sommelier at Dinner by Heston Blumenthal’s carefully curated wine menu. Named Sommelier of the Year in the Michelin Guide 2023 – Dubai, Arturo Scamardella showcases over 900 references each handpicked for the beautiful wine cellar located at the front of the restaurant.

Every wine is chosen to allow guests to explore and discover offerings from around the globe. With an emphasis on small boutique producers, the wines of the older vintages sit side by side with the new. Additionally, the restaurant boasts a range of specially crafted cocktails from AED 75 and non-alcoholic options.

BC SOFTWEAR TACKLES SUSTAINABILITY, ONE BATHROBE AT A TIME

The hospitality industry remains focused on seeking new ways to meet sustainability targets and become ever more environmentally friendly, according to BC SoftWear.

New figures released by the leading towelling supplier reveal that almost half (45%) the bathrobes selected by hotels in 2023 were from its eco-friendly SupremeSoft range, compared to just 17% in 2019. BC SoftWear’s energy saving ranges –SupremeSoft and SmartKnit – now equate to 20% of turnover; this figure was just 8% in 2019.

A string of high-end Irish hotels have selected BC SoftWear’s eco-friendly SupremeSoft range this year, in a clear demonstration of this increased

commitment to sustainability, including carbon neutral hotel and SEAI Energy Awards winner, The Falls in County Clare.

Ballygarry Hotel and Spa in County Kerry, Ashford Castle and Westport Plaza, both in County Mayo and Killarney Park Hotel in Killarney have also opted for BC SoftWear’s SupremeSoft bathrobes, towels or spa linens, which offer up to 70% less energy use and 10% less water consumption during laundering, as well as a 31% quicker drying time.

Teresa Dalton, Ireland Country Manager at BC SoftWear, says: “The hospitality industry is laser focused on seeking out new ways to meet sustainability targets, without compromising on luxury. Increasingly, BC SoftWear is becoming the go-to for high-end hotels that want to be environmentally conscious, drive down carbon emissions and focus on sustainability as a core business objective. Take The Falls in County Clare, which is in the Cliffs of Moher & Burren UNESCO Geopark. It reduced its carbon emission from over 700 tonnes in 2016 to 56 tonnes in 2021 and, as a certified carbon neutral hotel, has opted for biodegradable slippers, flip flops and our SupremeSoft robes to contribute towards reducing this even further.”

The standout sustainable advantage of BC SoftWear’s SupremeSoft range comes

from the reduced cotton content. While cotton offers ultimate luxury it absorbs a significant amount of water during laundering, which extends drying times. By minimising its use, BC SoftWear’s robes and towels not only dry more quickly but also enhance a hotel’s energy efficiency, supporting a more environmentally friendly approach to luxury.

The uniqueness of SupremeSoft is it uses knitted technology rather than traditional weaving. This means robes are soft cotton on the inside and a luxury polyester velour finish on the outside, allowing for maximum comfort while reducing water absorption and drying times.

TURKISH LUXURY HOTEL GROUP RIXOS

HOTELS TO OPEN BRAND-NEW HOTEL IN ISTANBUL - The Rixos Tersane Istanbul

A redefined urban experience perfectly fusing cutting-edge luxury and the rich cultural heritage of Istanbul’s famous peninsula.

Turkish luxury group Rixos Hotels is bringing a brand-new gem to Istanbul this spring – the Rixos Tersane Istanbul.

Set in the revived Tersane historical district, the opening marks Rixos’ thirteenth hotel in Türkiye and will be a flagship property for the brand. Nestled in the beautiful Golden Horn estuary of the Bosphorous river, it’s part of a development transforming the historic Ottoman naval shipyards and turning them into the beating heart of Istanbul once again.

The Rixos Tersane Istanbul hotel resort is markedly different in design to Rixos’ existing portfolio. An eclectic fusion of cultural heritage and cosmopolitan urban lifestyle, the property embraces the brand’s signature Turkish hospitality, luxury

facilities, exceptional service and worldclass entertainment. Situated 41km from Istanbul airport, the hotel will be served by public transport including a local ferry line, while guests will also have access to a local helipad.

Rixos’ signature luxury Turkish hospitality

The urban hotspot and lifestyle hub will bring guests from around the world to the epicentre of modern cutting-edge luxury and local Ottoman heritage with 432 expertly crafted rooms, the majority with views of the Golden Horn, and 67 luxury suites, 55 of which will have their own outdoor terraces.

The luxury rooms and suites offer unrivalled comfort, stylish décor, plush beds and luxury amenities synonymous with the signature Rixos brand, all whilst taking guests on a timeless journey across the historic district of Tersane.

Mediterranean Grill by Assembly OPENS THIRD RESTAURANT IN THREE MONTHS

The Eastern Mediterranean and Levantine fusion restaurant expands into Harrods UK, following recent Dubai and Saudi Arabia openings.

Mediterranean Grill by Assembly is the newest restaurant to take up residence in Harrods, undergoing its third global restaurant opening in just three months. The brand has managed rapid expansion at an exponential rate with the support

of Game Changers Investments (GCI), a hospitality incubator that connects entrepreneurial talent with investors and 360 support.

Mediterranean Grill by Assembly

Chef Anthanasios Kargatzidis is behind the new Eastern Mediterranean and Levantine fusion based in Harrods. This is the first opening of Assembly in the UK with its

other recent launches taking place in Dubai in August, and Riyadh in September.

Chef Anthanasios is renowned in the industry for his successful food ventures such as Baron in Beirut which was number 16 in the Middle East & North Africa’s 50 Best Restaurants in 2023, and the Best Restaurant in Lebanon in 2023 as well.

His other ventures include a Greek-food pop-up à la grecque in Dubai and Costa Fria in the Portuguese coastal town of Ericeira.

The menu perfectly combines flavours from both Eastern Mediterranean and Levantine cuisine, which is designed to be shared as is traditional in Eastern Mediterranean culture. Many of the dishes highlight and optimise the smoky flavour provided by various grilling techniques.

The menu comprises mezze starters and meats including ox cheek, lamb kofte, and beef finger. As well as fish dishes, scallops and squid all feature on the menu as well as selected wines and champagnes.

Exquisite food and drink

An all-day dining restaurant will be home to an open kitchen with Italian and Asian corners and a heated outdoor terrace, serving a buffet breakfast and catering for up to 500 guests. A special tasting corner will present a variety of both local and international wines paired with delicatessen, while the Cigar Lounge will be the only one of its kind in Istanbul, serving a selection of gourmet light bites and sharing plates expertly paired with whiskey, cognac, bourbon, brandy and wine.

Game Changers Investments

The rapid expansion of Assembly has been facilitated by GCI, the unique hospitality incubator which brings together entrepreneurial talent with large investors, with the aim to scale successful businesses rapidly and on a global level.

Supporting on Assembly’s three restaurant launches in Dubai, Riyadh and London, GCI provides a 360-degree approach including securing financial investment, operational support and marketing. With the ongoing support from GCI, Assembly’s place in Dubai, Riyadh and London is looking strong, firming its position as a top restaurant in cities with a burgeoning food scene.

Meanwhile, GCI is continually growing its portfolio of investors and brands that they work with, ultimately creating forward-thinking concepts in the hospitality industry.

CHOICE HOTELS EMEA BOOSTS CLARION PORTFOLIO WITH NEW HOTEL IN THE HEART OF SHAKESPEARE COUNTRY – Clarion Charlecote Pheasant Hotel

Choice Hotels EMEA, the 100% franchisefocused hotel company, has today added a 16th century hotel near Stratford-UponAvon, England, to its growing portfolio of Clarion properties.

The Clarion Charlecote Pheasant Hotel, which is full of character and historic charm, boasts 70 cosy, stylish rooms across four buildings – as well as a restaurant, bar, tennis court, meeting room facilities, and event space, including The Hampton Suite, a self-contained events space.

The hotel will be reflective of Choice Hotels EMEA’s new Clarion brand proposition that sees properties weave in local flavours that bring out their personality, to create a richer experience that caters to guests’ sense of style.

Clarion Hotels will share three key customisable hallmarks and identify both a unique signature item and one identifiable design element making a strong visual first impression. At the Clarion Charlecote Pheasant Hotel, these will be Shakespeare-themed, and guests

will be encouraged to look out for the Story Cards and the Cabinet of Curiosities.

All hotels under Choice Hotels EMEA participate in the Choice Privileges rewards program, enabling travellers to earn and redeem points for rewards nights stays at more than 7,500 hotels around the world.

The property is expected to be particularly popular among the 63 million Choice Privileges members worldwide, since Stratford-Upon-Avon is renowned as the hometown of William Shakespeare, making it a destination of great fascination for many travellers.

Together with the rest of Choice Hotels EMEA’s portfolio, the Clarion brand is well underway on its major brand refresh, inspired by research into travellers’ expectations in key markets.

The Clarion brand framework enables each Clarion hotel to reveal its unique personality, encompassing food, art, design, local produce, lighting and music for its own local style.

CHILL REVOLUTION: SWIFT, SUSTAINABLE BEVERAGE COOLING IS HERE -

By Colin Rodgers, director,

V-Tex

With the hospitality sector contributing significantly to carbon emissions, particularly from refrigeration, hotel and restaurant businesses are seeking sustainable alternatives. This shift aligns with UK Hospitality's commitment to achieve net-zero emissions by 2040, a pledge made in October 2022. As the industry grapples with closures and economic challenges, a ‘rapid chill’ revolution offers a promising solution to rein in costs and save substantial amounts of water and energy.

Change is needed now. The latest industry research reveals that carbon emissions from refrigeration in the overall food industry stands at 3.2% of total UK emissions.

Cooling at warp speed: A new alternative

Rapid chilling technology is emerging as a game-changer, employing advanced cooling mechanisms that chill beverages in a fraction of the time required by conventional methods. This not only reduces energy consumption but also cuts utility bills, positively impacting the bottom line and Scope 1 GHG emissions. Businesses can also free up space by requiring fewer chiller cabinets, potentially increasing profitability.

One key advantage of rapid chilling technology lies in its ability to maintain precise temperature control tailored to each bottle or can. Unlike traditional systems operating at a constant temperature, rapid chilling adapts to specific cooling requirements. This not only enhances the customer experience but also optimises energy usage and minimises waste. For example, a fine Chablis requires a different temperature than a can of beer.

Chill then go: Technological innovations for efficient service

Recent patents reveal cutting-edge rapid cooling solutions that leverage advanced technology. V-Tex drink-chilling units, for instance, utilise a 'Rankine vortex,' a mathematical model of a vortex in a viscous fluid. Drinks placed in a unique gripper undergo 'forced convection,' chilling in minutes and offering energy savings of 50-90%. This innovative approach eliminates the need for chemicals and glycol, contributing to environmental sustainability. The flexibility of these units to accommodate various drink sizes opens possibilities for a diverse drinks menu, without the need for bulky refrigerated storage.

It's easier to adapt to demand with ondemand drinks chilling. In the quiet lull of a midweek evening, with hotel diners few and far between, the conventional practice of maintaining a vast inventory of pre-chilled wines and beers in a large refrigerator proves unsustainable. Imagine the scenario: a small, efficient rapidcooling unit steps in, transforming the way beverages are chilled. Instead of a static, ready-to-serve stockpile, this technology allows for wines, beers, and mixers to be chilled to order, precisely when needed.

Embracing sustainability

Forward-thinking hotel and restaurant businesses are leading the way in adopting eco-friendly refrigeration solutions like this. By swiftly and precisely chilling beverages at the point of sale or consumption, these establishments recognise the dual benefits of improved business operations and a positive environmental impact.

As the conventional practice of 24/7 refrigeration for pre-packaged beverages undergoes transformation, the industry is at the forefront of a more sustainable and efficient approach to beverage chilling. It's time to raise a glass to this chill revolution!

OVER 300 SCOTTISH HOSPITALITY SCHOLARSHIPS AWARDED BY INDUSTRY CHARITY HIT SCOTLAND

Hospitality Industry Trust (HIT)

Scotland has awarded 319 scholarships to those studying or working in the Scottish hospitality industry.

The scholarships were awarded at the annual HIT Talent Conference, which took place on the 8th of February at the Voco Grand Central Hotel in Glasgow.

The recipients, who work across a variety of hospitality and tourism roles in 142 different venues throughout Scotland, celebrated their awards to applause from 430 attendees.

This year saw HIT announce their 7000th inspirational scholarship.

The recipient, Amanda Pirie, People Manager at The Auchrannie Resort on the Isle of Arran, will be receiving the prestigious Art of Leadership scholarship.

Scholarship Categories

Operational scholarships cover a diverse range of learning opportunities. This year there will be chefs taking part in new kitchen-based experiences, restaurant and bar staff learning how to run a whisky tasting, sales training, and employees learning how hotel revenue management affects their role.

The Graeme Gibson Award

Last year a special new award was introduced in honour of inspirational General Manager the late Graeme Gibson, who worked in many of Scotland’s top establishments, latterly The Grand Central Hotel, Glynhill Hotel, and Yotel Glasgow.

The Graeme Gibson Scholarship rewards a rising star working in

THE AA AND VISITENGLAND INTRODUCE NEW VISITOR READY AND MODERNISED SCHEMES

The AA, the UK’s leading hospitality assessment scheme provider, alongside VisitEngland, the national tourism agency, have today announced plans to futureproof the hospitality industry with a modernisation plan which simplifies the current quality standards and introduces the new and free Visitor Ready scheme.

The Visitor Ready scheme enables businesses in the UK hospitality, leisure, and tourism sectors to seamlessly showcase their commitment to operating safely within current industry standards and legislation. It has been created to make compliance accessible for all.

The baseline accreditation helps business to know the key safety and cleanliness requirements that today’s visitor expects. Businesses can check eligibility at VisitorReady.com, upload evidence, confirm key requirements and finish the application in just 20 minutes.

Approved businesses benefit from a secure wallet for key documents, automatic reminders when documents need to be renewed, and a digital badge for their marketing channels.

Earning the Visitor Ready badge represents a commitment to compliance with core standards, to assure customers they have the necessary checks in place.

It means consumers can now visit with confidence.

The wider modernisation initiative, spanning 18 months and supported by a Quality Advisory Board of prominent industry experts, revealed the existing accreditation systems can pose confusion for consumers, but there remains a strong interest in the idea of ratings.

In response, the AA and VisitEngland streamlined their quality standards into three distinct categories: Visitor Ready, Quality Assessed, and Quality Star Rated (3 to 5 stars). This simplification aims to provide enhanced clarity and understanding for businesses when

deciding to be assessed, and for consumers to make an informed decision when choosing their next place to stay.

The AA and VisitEngland invite all enterprises in the hospitality, leisure, and tourism sectors to join this journey towards excellence into 2024 and beyond.

To learn how your business can futureproof through the Visitor Ready Scheme, sign up at www.visitorready.com.

Find out more about the revision of the assessment schemes at www.ratedtrips.com/modernisation

management in the Greater Glasgow area with executive coaching sessions to help them work on their personal and career development. This year’s winner is Katie Booth, F&B Manager at the AC Hotel by Marriott Glasgow.

Chris Rouse Scholarship

The Chris Rouse Scholarship is HIT Scotland’s other notable award. In memory of the former General Manager of the Turnberry Hotel, Chris Rouse. Chris was responsible for transforming the hotel into a world leading luxury spa and golf resort, and this award goes to managers who likewise uphold the highest standards for guests and inspire the best from their team.

This year’s Chris Rouse Scholar is Jack McCormick, Bar Supervisor at Trump Turnberry, who will benefit from executive coaching sessions in addition to his chosen scholarship.

Lisa Wishart Scholarship

This year a new scholarship opportunity was announced in memory of Lisa Wishart, MD of the Lisini Pub Company, who sadly passed away in 2023. Lisa was an inspirational leader who ran a thriving hospitality company, and was a great ambassador for the trade.

There have been two Lisa Wishart Scholars named this year due to the fantastic fundraising received from the Scottish Bar and Pub Awards.

Stephanie Jayne-Robertson, Supervisor at Lisini Pub Co (The Parkville Hotel, Blantyre), will carry out a Customer Experience scholarship, visiting London to learn about service experience and recovery at the Dorchester Collection Academy.

Meanwhile, Jenny Barlow, General Manager at Scotts Bar and Restaurant in Greenock, will study the Art of Leadership course at the esteemed Lausanne Hospitality Business School in Switzerland.

TWO HOSPITALITY ACTION FUNDRAISING EVENTS RETURN THIS SUMMER BY POPULAR DEMAND

Industry charity Hospitality Action has launched two 2024 epic challenge events, as they task the hospitality workforce to come together and do their bit to support colleagues in need.

Cotswold Cycle Challenge

Returning after a five-year hiatus, the celebrated Cotswold Cycle Challenge is back by popular demand. Taking place on Monday 13 May and kindly hosted by the charming Calcot & Spa in Tetbury, this much-loved industry event will host 125 like-minded cyclists who will journey across the picturesque Cotswold countryside, but not before indulging in a delicious mighty pasta Supper Party the night before at Calcot & Spa to fuel bodies and minds in preparation for the big ride.

To cater for cyclists of all abilities, participants are invited to join one of four stunning cycle routes, each starting and ending at Calcot & Spa: 20, 40, 60 or 100 miles.

Hospitality is at the core of this event with sumptuous feeding stations enroute at some of the most spectacular hotels in the region including Whatley Manor, The Castle at Castle Combe, and the Village Hall in Barnsley.

Upon reaching the finish line, cyclists will be welcomed with a glass of Champagne Taittinger donated by Hatch Mansfield, and the day will conclude with a congratulatory BBQ at Calcot & Spa.

Funds raised from this challenge will go directly towards helping people from the hospitality industry, working and retired, who have fallen on hard times.

The Summer Challenge

The Summer Challenge returns in 2024 for its 5th year, challenging colleagues and teams from across the industry to collectively travel 40,000 miles whether that be by walking, running, cycling, wheeling or swimming - every mile counts. Taking place between 7 - 17 June and sponsored by CH&CO, this inclusive event invites everyone to show off their sporting prowess in whatever form that may take. From swimming 10 lengths, cycling to work every day for a week or going on an epic dog walk, to running a marathon or scaling Ben Nevis, this morale-boosting annual fundraising event will help resolve the age-old question of whether front-of-house or back-of-house has the greatest stamina and decipher whether housekeeping can achieve more steps in a day than the restaurant floor team. Most importantly, it will make a noticeable positive difference to those in crisis within the hospitality industry.

To find out more about each event and to register, email: fundraising@hospitalityaction.org.uk or visit Summer Challenge / Cotswold Cycle Challenge. Please note: Cotswold Cycle Challenge can accommodate a maximum of 125 participants.

THE TRIALS AND TRIUMPHS OF THE UK HOSPITALITY SECTOR

The UK hospitality sector has weathered numerous challenges in recent years, navigating the aftermath of Brexit, a global pandemic, and the current cost-of-living crisis. Given this, many hospitality business owners were concerned that Chancellor Jeremy Hunt’s Autumn Statement, would not deliver the support on business rates they believed they needed. A recent survey showed that over a third of hospitality operators would face profitability challenges without additional government support. So, they were pleasantly surprised when the eagerly awaited statement on November 22 introduced welcome extensions for business rates relief. However, while this substantial financial relief marks a crucial step, it is only a starting point for the further measures needed to help revive a cornerstone of our economy –independent hospitality businesses.

Relief for the sector

Beyond economic considerations, there's a cultural imperative at stake as the hospitality sector is important for the UK’s identity and its international reputation. The sector represents 10% of UK employment, 6% of businesses and 5% of Gross Domestic Product (GDP).

It has also increased its annual economic contribution by £20 billion to £93 billion over the past six years, a recent UK Hospitality report revealed. Last year the sector contributed £54 billion in tax receipts to the Treasury, generated £20 billion worth of exports and £7 billion in business investment.

Independent hotels, restaurants, and pubs are vital for smaller community-focused

It’s critical that the sector has the support it needs as it employs around 3.5 million people and ranks as a top five employer in every region in the UK, accounting for up to 12% of every regional workforce.

areas but lack the resources of chain competitors. The Government’s decision to extend the 75% discount on business rates, initially set to expire in April 2024, provides crucial support for these establishments and recognises their pivotal role in the UK. A year-long extension offers breathing room, preventing the likely closures resulting from potential rising rates, as well as helping to sustain the vibrancy of local communities.

Mitigated consumer costs

The avoidance of an immediate increase in business rates brings respite. Hotels and other hospitality businesses have already been affected by supply-chain issues and inflation boosting overall costs, as well as salary increases that have swept

the economy, including the hospitality sector. Many business owners in the sector feared that a further rise in rates would be a step too far, given that the industry is already grappling with shifting consumer trends due to budget constraints, with 72% of operators noting a decline in drink purchases and 55% refraining from increasing menu prices despite rising costs.

Job security amidst uncertainty

It’s critical that the sector has the support it needs as it employs around 3.5 million people and ranks as a top five employer in every region in the UK, accounting for up to 12% of every regional workforce.

It is an industry already strained by staff shortages from Brexit, the Autumn Statement decisions provide a muchneeded boost for job security. By avoiding a surge in business rates, the government aims to prevent job losses that would further deplete the sector’s workforce and encourage much-needed recruitment.

Maintaining the UK’s appeal

Hospitality is an integral part of the cultural and social fabric of the UK, acting as a cornerstone for both international and domestic tourism. With the sector significantly contributing to GDP and the UK ranking as the 10th most visited country globally, the decisions from the Autumn Statement acknowledge its significance and look to safeguard a sector that has significant cultural as well as economic importance.

Working towards a more permanent solution

The decisions from the Autumn Statement are not mere policy adjustments; they are the building blocks of the sector's recovery and growth. The hospitality sector should capitalise on the relief provided and actively engage in discussions around its future. While the extension to April 2025 offers immediate relief, it is essential that ongoing dialogues on business rates, property tax, and ways to future-proof the sector should persist.

A review of the business rates multiplier, currently at 51%, would help to alleviate the burden on businesses. Temporarily lowering the VAT rate for the sector could help navigate the delicate balance of affordability and quality. Addressing the disproportionately high property tax, constituting 4% of GDP, should be a priority to encourage investment in n the hospitality sector. By working together the government and hospitality business owners can help underpin a bright future for the sector, which can help ensure that the economy has equally favourable prospects too.

Author: Giles Fuchs, Owner of the Burgh Island Hotel (pictured left).

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Meet the family

The Drama Queen by Oliver Hemming is a bold and beautiful high delity stereo Bluetooth speaker / TV soundbar for the luxury customer who is looking for something that both looks stunning and has a fabulous sound. Equipped with the latest Bluetooth 5.1 and AptX HD from Qualcomm, it’s stereo performance will seduce your senses in every way. Finished in real ebony veneer, it has an etched stainless steel grille and the curve of its body will add a sculptural focal point to any interior.

Fitted with HDMI for TV, it also has an RCA PHONO input for use with an external turntable and can be set up and ready to play in less than 5 minutes.

Drama Queen is the big sister to the also new Drama and the iconic Songbird speakers, which both feature in the luxury section of Oliver Hemming’s unique collection.

Synonymous with quality, design and creativity, Oliver Hemming is a leader in the design and manufacture of luxury alarm clocks and Bluetooth speakers for hospitality. We work directly with hotel owners, operators, interior designers, procurement companies and distributors on new build projects and refurbishments. Their products are beautifully nished and are brand standard with many of the world's nest hotel companies. For more info, take a look at their website www.oliverhemming.com

Oliver Hemming

HD Bluetooth TV Soundbar

Fabulous Stereo with HDMI for the TV RCA PHONO for a turntable

ABOUT THE AUTHOR

Visionary Founder and Director of Design and Product Development, Mitch Brean possesses a deep appreciation for the interplay of shape, color, and texture, drawing from his own artistic background to curate a rich tapestry of inspiration that infuses Stone Yard Inc.’s distinctive designs. His dedication to the craft yields the most exquisite made-to-order creations that perfectly blend form and function. Mitch’s work has earned him a distinguished reputation in the industry with notable collaborations for Restoration Hardware, Roger Thomas, VP of Design for Wynn Resorts, and leading interior designers like Amy Meier and her eponymous firm in California.

HOW TO ATTRACT GUESTS WITH INVITING OUTDOOR SPACES -

By Mitch Brean, Founder & Lead Designer, Stone Yard, Inc.

Outdoor amenities have become increasingly important for hotels, resorts, and restaurants to provide as an extension of the overall guest experience. Though many businesses invested in these spaces during the pandemic, they continue to drive value today given a renewed appreciation for nature and fresh air. With strategic design choices that account for comfort, such as lighting and heating/ cooling, outdoor spaces can be utilized

year round providing special areas to relax, connect and celebrate. At Stone Yard, Inc., we believe handcrafted fire features are the perfect way to elevate any hospitality space and keep guests coming back.

How Fire Features Extend the Seasonality of a Space

Fire tables are like the kitchen of the outdoor space: everyone gravitates to

them. They add instant ambiance to a space, and give people somewhere to warm up and relax. Fire tables are especially nice for hospitality spaces that accommodate a larger number of people. With a fire table, there’s ample space to set down drinks and plates, put your feet up, and relax. Fire bowls offer the same ambiance with a smaller footprint, for those who want to define and elevate their outdoor spaces, without taking up as much floor space. At Stone Yard Inc., our fire features have a singular style that makes them an aesthetic extension of interior design, ensuring that style doesn’t stop at the door. For commercial and public spaces, Stone Yard Inc., fire features give guests a sense of home, and a place to relax and enjoy themselves - elevating their entire experience.

The Importance of Scale and Functionality

Like any interior space, outdoor environments need to consider scale and proportions in order to create an inviting atmosphere.

“ Luxury Hospitality Magazine 19

Some properties may need a larger fire table to accommodate more people, despite having a smaller outdoor space, while others prefer to keep their fire table footprint smaller no matter the size of their backyard. With that said, there are certain size specifications to consider that may determine how large a fire feature you can comfortably and safely fit in your space. In general terms, a 45” square fire table seats four to five people comfortably, while a larger fire table length (67”) can expect to accommodate up to eight. And when it comes to clearance, you should have at least 36” of open space on all sides of the fire table.

Make a Statement with Bespoke Designs

The most inviting outdoor spaces attract guests through compelling design choices. Fire tables and bowls can help visually ground spaces, serving as a key focal point. Consider how finishes, colors, and

materials can create a bold or more subtle statement that serves as an extension of the property’s aesthetic. Truly boutique properties deserve custom furnishings and features that leave a lasting impression with guests. At Stone Yard Inc., we take inspiration from the individuality of their clients, who are true experts on what they need and want in their space.

Consider Quality and Convenience

Unlike interior furnishings, outdoor furnishings and features like fire tables must be able to withstand the natural elements. Quality and durability are critical when sourcing designs that can support frequent use and will look timeless for years to come. Every Stone Yard Inc. fire table and bowl is made from GFRC (glass fiber reinforced concrete), designed to withstand the rigors of high-traffic environments in any weather.

It looks like natural stone or concrete, but is much lighter and easier to move into place and maneuver within your space for added flexibility. When it comes to fuel options for fire features, you can choose from propane, natural gas, or bioethanol, depending on the style (table or bowl). Clients may also choose from match-lit, push-button, and app-controlled burner options, the latter two giving the convenience of an instantly lit fire at the push of a button or touch of a smartphone or tablet.

Some of the latest outdoor fire table options from Stone Yard Inc.:

Ideal for refined patios and entertaining areas, the Iluze Fire Table creates ambient lighting and heating to upgrade any outdoor setting. The handcrafted design features a subtle geometric motif, giving it a timeless look.

The customizable Gobi Fire Bowl is meticulously crafted, combining artistry with durability. This Fire Bowl enhances every outdoor living space with sculptural elegance and captivating warmth.

The Boulder Fire Table is a blend of rugged aesthetics and resilience. The bespoke centerpiece is an organic boulder that exudes rustic charm.

WHY INVEST IN SHADING?

•Improved customer satisfaction

•Year round weather protection

•Free promotion with branding

•Better competitive advantage

•No need for costly extensions

•Ability to book private events

•Wider reach e.g. pet friendly

•Multiple dining experiences

•Enhanced atmosphere

•Improved curb appeal

•Increased capacity

•Increased revenue

Holly Hallam, Managing Director of DesignLSM

WITH HOLLY HALLAM

Holly firstly, thank you for speaking with us, I wondered if you could tell us about your career journey and what inspired your passion for design and hospitality?

My journey into the world of design and hospitality has been deeply influenced by my family’s background in the field. Growing up surrounded by a rich tapestry of interiors and creativity, from gallery visits in my childhood to engaging with historic architecture and participating in property renovations in my adult life, has instilled in me a lasting fascination for design. While my early career ventured into film production, brand, and marketing, my attraction to diverse cultures and hospitality experiences gradually drew me into the industry of interior design within the commercial sector.

This transition allowed me to view aesthetics from a strategic standpoint, contemplating how brands, concepts, and interiors can function cohesively to instill

purpose and create a distinctive sense of place. Joining DesignLSM, an agency with an impressive 35-year legacy and a revered reputation in the hospitality sector, further fueled my passion. Witnessing their commitment to delivering beautiful interiors globally and their collaborations with a spectrum of clients, from Michelinstarred chefs to entrepreneurial start-ups, was inspiring.

The agency’s track record of winning esteemed awards showcased their creative prowess and versatility. Motivated by their diverse portfolio and the opportunity to contribute my strategic and commercial expertise, I eagerly embraced the chance to enhance DesignLSM’s offerings.

INTERVIEW INTERVIEW Luxury Hospitality Magazine

Images: Heythrop Hotel © Stevie Campbell

Can you talk us through the design process for hospitality projects?

We initiate each project with a strategic workshop, delving into a comprehensive analysis of the brand, target audience, site location, commercial and operational goals, as well as the aesthetic and experiential aspirations. This strategic foundation shapes our approach, establishing the fundamental design DNA, with an overarching goal to create a cohesive and unforgettable experience that resonates intelligently with guests across all senses.

Our design process is a collaborative venture dedicated to translating our clients’ visions into compelling environments. Post-workshop, we embark on an extensive briefing and research phase, navigating through the RIBA 0-7 stages. We commence by crafting a design narrative, shaping the central ‘hook’ or story for our concept, which evolves into design pillars – a captivating set of keywords guiding our design journey. Methodical master planning is essential to ensure operational efficiency before progressing to mood boards that articulate the envisioned look and feel. Leveraging our well-honed skills, we advance through design development and technical production, delivering a comprehensive construction package for the appointed contractor. We maintain a hands-on approach throughout the construction phase, ensuring a timely and budget-conscious on-site delivery and a seamless handover. Our process prioritises the fusion of creativity and functionality, with the ultimate aim of delivering distinctive and impactful designs that align seamlessly with our clients’ objectives whilst addresses the needs and desires of those that will be using the space/s.

What has been your favourite project and why?

One project that holds a special place in my heart is the Heythrop Park Hotel – a 337-key Grade II* listed manor house in the Cotswolds. This undertaking was nothing

short of monumental, standing out as one of the largest projects our team has ever delivered, producing award-winning designs for The Orangery, six lounges, three restaurants, two bars, a ballroom and a state-of-the-art theatre. What makes Heythrop truly captivating is its rich heritage, a property steeped in fascinating stories and adorned with breathtaking

beauty. As we delved into the history of the property and explored the tales of its previous inhabitants, an inspiring design narrative began to unfold which was centered around the first owner – the Duke of Shrewsbury – and his Grand Tour around the world, encouraging a journey of discovery and exploration for today’s guests.

The project has not only been a testament to our team’s dedication and creativity but has also garnered global recognition, receiving accolades through various prestigious awards. It is immensely rewarding to see Heythrop shine on the international stage, delivering a luxurious hotel resort destination that will be enjoyed by guests for many years to come.

How do you find merging design and practicality when working on hospitality projects?

Our success hinges on seamlessly blending compelling design with practical functionality in our hospitality projects. With 35 years in the industry, our strategic approach prioritises both aesthetic appeal and operational efficiency. Drawing on extensive technical knowledge, we ensure that every design decision serves a dual purpose, enhancing both visual allure and guest experience. Our commitment lies in creating spaces that are not only visually captivating but also operationally sound, reflecting our unwavering dedication to excellence.

Can you tell us about some of your clients you have worked alongside?

Our extensive portfolio showcases collaborations with a diverse array of clients, spanning the breadth of the hospitality industry. We’ve had the privilege of working with esteemed brands and establishments around the world, from large-scale new commercial developments, 90,000sq ft food halls, hotels and resorts, independent and roll out restaurants, bar and cafes, casinos, wellness clubs and more. Some key clients include:

• Accor

• Sumosan

• Center Parcs

• D&D London

• Galvin Restaurants

• Harrods

• Hilton

• Marriott

• Searcys

• The Ritz Carlton

• The Alchemist

• Gaucho

• Kempinski

Can you talk more about the Gaucho Group Project?

It’s been a truly exciting venture working with Gaucho. The restaurant group were famously renowned for their masculine black and white cow hide interiors. With the client wanting to appeal to a wider audience and create a stronger daytime offering, a fresh concept was produced for the brand, delivering a softer, more feminine touch with an evolved layered, glamorous, and modern aesthetic that speaks to the locality of each new site, as well as highlighting the vibrancy of Argentina’s rich cultural and culinary heritage that Gaucho represents.

The distinctive design DNA that is being implemented across all sites is providing the brand with a strong new identity that guests are positively engaging with, and forging loyalty to, when travelling across the country.

Since our first successful project with Gaucho at their Charlotte Street (London) site, we have gone on to deliver awardwinning designs for their restaurants in Glasgow, Cardiff, Covent Garden (London), Liverpool and Newcastle, assisting the brand in the extensive expansion plan across the country.

Does DesignLSM have a signature style which you bring to each project?

DesignLSM prides itself on steering clear of a fixed ‘house style.’ As a strategic design agency, our methodology centers around delving into our client’s distinctive concept and vision. Through close collaboration, we tailor each space to not only capture their aesthetic aspirations but also cater to their specific needs and those of their guests. Our focus extends beyond personal stylistic preferences; rather, we ensure that the design harmonises with the client’s brand, serves commercial and operational objectives, and aligns with their marketing and PR goals. The intention behind our creations is to facilitate seamless flow and operation, captivating guests and establishing a profound emotional connection. Rather than imposing a signature style, our designs authentically reflect the client’s brand and its audience.

Please could you discuss the work you do in supporting Fred Sirieix’s charity The Right Course?

Our commitment to supporting Fred Sirieix’s charity, The Right Course, aligns

with its visionary mission to transform prison staff restaurants into high-street-like businesses. The goal is to provide inmates with valuable skills and qualifications, enhancing their employment prospects upon release and ultimately reducing the rate of reoffending.

Building on the success of our collaboration on the staff canteen refurbishment at HMP Wormwood Scrubs in 2021, which received the honour of an official opening by Mayor Sadiq Khan, The ‘Escape’ Restaurant at HMP Wormwood Scrubs has seen a remarkable 56% of its trained and released participants secure employment, underscoring the positive impact of the project on the community whilst also addressing the hospitality sector’s workforce challenges.

Continued >>>

“ Luxury Hospitality Magazine

Images: Heythrop Hotel

© Stevie Campbell

Our latest initiative with The Right Course revolved around the development of a new in-prison restaurant at HMP Berwyn, with a dedicated focus on rehabilitation and wellness. As part of our commitment to the charity, we contribute our services, providing guidance on space planning and design direction. The official launch at Berwyn event took place in October, marking another significant step in our ongoing partnership with The Right Course.

Can you discuss more about the shows you have spoken at?

I’ve had the privilege of speaking at various events, including Sleep & Eat, Top Drawer, Decorex, GRIF, Independent Hotel Show, Revo, The Restaurant Show, MAPIC, and more. During which, I’ve covered diverse topics such as “Eating with your Eyes,” “Wellbeing in Hospitality”, “Designing Hotel Spaces for the Future,” “Branding Agency vs Interior Designers”, and “Designing Restaurants for a Viable Future.” These platforms have offered an invaluable opportunity to share our insights and experiences with a diverse audience. It’s a rewarding experience to contribute to these discussions, shedding light on emerging trends, innovative approaches, and the dynamic intersection of design and hospitality, ultimately fostering a rich exchange of ideas and experience within the industry that we proudly represent.

What did you discuss on Hotel Designs podcast?

We summarised the episode as ‘a new era of lifestyle’ where I talked about some of the amazing projects we have been a part of, revolutionising their brand through design, whether that is a refurbishment or a totally new project. I talked about how before we commence any design project, we take a strong strategical approach by asking to meet with as many of the key stakeholders as possible; the GM, ops team, branding, PR, key departments, heads of housekeeping. We need to make sure we understand how the space is used by all parties, what is required both BOH and FOH, what the opportunities and constraints are, the operational and customer flows etc. – this valuable collection of details can make or break the guest experience. Ultimately it must be designed to be beautiful, but without the fundamental functions of the space being compromised, to ensure we’re delivering destinations that are presented to be as commercially successful as possible.

We also talked about how to enhance the legacy and origins of a brand through strong design narratives that tie into the brand development, memorable guest

Our commitment to supporting Fred Sirieix’s charity, The Right Course, aligns with its visionary mission to transform prison staff restaurants into highstreet-like businesses. The goal is to provide inmates with valuable skills and qualifications, enhancing their employment prospects upon release and ultimately reducing the rate of reoffending.

touch points and immersive experiences, and how we, as strategic designers work harmoniously with the client’s various teams to deliver holistic design concepts that align with the future ambitions of the brand.

How do you think hotel designs will change in the future?

In the future, hotel designs will incorporate even smarter and more sustainable features, with a significant emphasis on contactless technologies, including selfcheck-in systems, keyless entry, and voiceactivated room controls. Flexible spaces that can adapt to various purposes, such as co-working areas and event spaces, will become more prevalent, with a growing shift towards modular and convertible room designs that address the various needs of guests that are travelling for multiple reasons (business and pleasure).

Additionally, there is a growing focus on health and wellness, with hotels

Luxury Hospitality Magazine

incorporating in-room fitness equipment and wellness programs into their offering, as well as collaborating with businesses within the local community (such as gyms, yoga teachers etc.), offering authentic and immersive experiences that connect them with the surrounding area whilst delivering over-night stays that seek to enhance a guests mental and physical wellbeing.

Personalised guest experiences will be enhanced through the use of data analytics and artificial intelligence, allowing for customisation of room features and tailored recommendations, redefining customer service with the offering 24/7 assistance and tailored experiences. The synergy between design, customer service, and technology is rapidly evolving, remodeling the guest experience. Whilst it’s important to address the demand for efficient and contactless services, it is, however, crucial to recognise the integrity of human connection which has always been at the heart of hospitality.

Images: Gaucho Liverpool

SERVING SAFETY: A QUICK ALLERGEN GUIDE FOR HOSPITALITY -

By Ed Heaver, co-founder and CEO of Serve Legal

In the wake of a recent tragedy that claimed the life of 25-year-old Orla Baxendale due to mislabeled food, the hospitality sector continues to be under heightened scrutiny regarding allergen safety. According to the Food Standards Agency, over 2 million people in the UK live with a diagnosed food allergy, and 600,000 with a Coeliac disease. This means that the imperative to prioritise and enhance allergen safety measures in the hospitality industry has never been more pressing.

Ensuring accuracy in food labelling and ingredient disclosure is the bedrock of allergen compliance in the hospitality sector. However, the imperative goes beyond merely passing an allergen audit – it extends, more importantly, to safeguarding the well-being and safety of customers. To achieve this, businesses must instill and maintain vigilance across their staff to adhere to high compliance standards. Here are our top tips that can help businesses manage their compliance policies.

1. Accuracy in allergen information – Orla's tragic passing was the result of inaccurately labeled cookies that failed to list peanuts amongst its list of ingredients. Businesses must ensure precision in food labelling and ingredient disclosure to avoid such devastating incidents.

Ensuring accuracy in food labelling and ingredient disclosure is the bedrock of allergen compliance in the hospitality sector.

2. Train staff – Staff members need to be regularly trained to identify allergens, understand cross-contamination risks, and consistently communicate accurate allergy information to customers. Ensure visible signage indicating the availability of allergen information and confirm that employees can effectively access it when necessary.

3. Front-of-House awareness – Foster a culture of heightened awareness amongst the staff, especially front-ofhouse employees need to be vigilant and responsive to customer allergies.

4. Communication protocols – Effective communication with both customers and staff helps ensure widespread awareness of allergen information and protocols. Staff members should be trained to inquire about customers’ food allergies or intolerances and educate them on the ingredients and preparation method of dishes. Enhancing clarity by offering precise menus, signs, or labels indicating allergen presence of the potential for cross-contact. Also encourage customers to promptly notify you of any allergic reactions or concerns they may have.

5. Advocacy – Conduct regular internal and external third-party audits to assess and

verify the effectiveness of your allergen management policies, reinforcing the importance of adherence across all levels of the organisation.

6. Keep it consistent – Discrepancies in how allergen information is presented can cause confusion. Maintaining uniformity in how businesses present their allergen information is essential. Whether through an allergy matrix, dedicated menu section, or other means, consistency is key to prevent misunderstandings.

7. Stay informed – Keep abreast of changes in allergen regulations and be swift to adapt to the updated procedures. Collaborate with compliance experts in the industry and benefit from the free resources some of them offer to address compliance issues effectively.

8. Check for empathy and assistance – Assess employees’ level of empathy and willingness to assist customers with allergies. A customer-centered approach

is crucial in creating a safe and supportive dining experience.

All forms of compliance require continuous auditing. Securing allergen compliance in the hospitality sector requires thorough monitoring and dedication to protect allergy sufferers from the consequences of poor due diligence.

Editor’s Review: LUMA HOTEL, NEW YORK

Situated in a prime location, the 130 room, Luma Hotel provides easy access to Times Square, Bryant Park, Broadway theatres, iconic landmarks, shopping destinations, and a multitude of dining options, making it an ideal choice for both leisure and business travellers.

The Luma Hotel in New York City is a boutique luxury hotel located in the bustling Times Square area of Manhattan, offering a contemporary and stylish retreat amidst the vibrant energy of the city.

Situated in a prime location, the 130 room, Luma Hotel provides easy access to Times Square, Bryant Park, Broadway theatres, iconic landmarks, shopping destinations, and a multitude of dining options, making it an ideal choice for both leisure and business travellers.

The hotel’s sleek and modern design reflects a chic urban aesthetic. The reception area is elegant yet homely with the restaurant and bar area running off of it. The check-in was very smooth and the door-staff and reception team very welcoming, always with a smile and a chat asking how our day had been. We were even paid a visit by Alina the robot butler, who travels around the hotel and in the lifts delivering fresh towels, tasty treats and other requested items.

We were shown to our room, a suite overlooking the corner of

Times Square with a great view of the world-famous “New Year’s Ball”. The room featured huge floor to ceiling windows which allowed natural light to flood in. There was an extremely comfortable king size bed with Frette bedding and a queen sized sofa bed in a separate living area. The accommodation features upscale amenities including two mini fridges, safe and complimentary Nespresso coffee, and modern technology – 50” Smart TV, access to digital media and electric blackout shades, to ensure a comfortable stay for guests.

For dining, AperiBar by celebrated chef Charlie Palmer at the Luma Hotel offers a culinary experience that blends sophistication with a relaxed atmosphere. The Italian style restaurant and accompanying cocktail bar is a perfect venue no matter the time of day, whether it is for a light snack, tasty dinner or pre-theatre drinks. We spent a very enjoyable dinner in Aperibar after a busy and tiring day exploring the city. We were after a tasty, stress-free meal and that is exactly what we got. We started with beautiful arancini with a truffle fondutta and Polpettine Di Carne. The arancini had crisp outer coating and well cooked rice within, the tang of the cheese sauce and truffle a wonderful accompaniment. The meatballs were seasoned to perfection and the arrabbiata sauce had a nice hint of heat running through it. To follow, we had the Linguini al Pomodoro and the skirt steak, which had great flavour, with lemon potatoes.

Service at the Luma Hotel is often commended for its warmth, attentiveness, and dedication to ensuring guests have a pleasant stay. The staff is known for their hospitality, assisting guests with any inquiries or needs they might have during their time at the hotel.

In summary, the Luma Hotel offers a contemporary and upscale experience in the heart of New York City. Its modern design, convenient location, attentive service, and comfortable accommodations make it a compelling choice, whether for business, pleasure or urban exploring, for travellers looking for a stylish and sophisticated stay amid the excitement of Times Square.

Maria Lapthorn EDITOR

For dining, AperiBar by celebrated chef Charlie Palmer at the Luma Hotel offers a culinary experience that blends sophistication with a relaxed atmosphere. The Italian style restaurant and accompanying cocktail bar is a perfect venue no matter the time of day, whether it is for a light snack, tasty dinner or pretheatre drinks.

CHABLÉ HOTELS APPOINTS DANIEL CEBALLOS

CORPORATE DIRECTOR OF SALES AND MARKETING

Chablé Hotels, Mexico’s leading luxury hospitality and wellness brand, is delighted to announce the appointment of Daniel Ceballos as Corporate Director of Sales and Marketing.

A hospitality veteran with over 25 years of experience within the industry, Ceballos will oversee the sales and marketing strategy of the Chablé Hotels portfolio which currently comprises three properties - the iconic Chablé Yucatan in Chocholá, Chablé Maroma on the Riviera Maya and Casa Chablé in the Sian Ka’an biosphere. A fourth property, Chablé Sea of Cortéz, will launch in 2025.

A hands-on and energetic leader, Ceballos’ impressive career includes previous experience working with properties affiliated with The Leading Hotels of the World and Small Luxury Hotels of the World. Additionally, Ceballos holds a Master’s degree in Digital Marketing and Web Analytics from Neetwork Business School and a degree in New Media Marketing for the Hospitality Professional from Cornell University, where he specialised in raising revenues for the corporate, leisure and MICE travel segments. Most recently, Ceballos held Director of Sales and Marketing roles with Meliá Hotels International where he was responsible for the USA and Mexican Caribbean markets, Innside New York NoMad, Paradisus

Cancun Resort and Paradisus Playa del Carmen to name a few. These positions have provided Ceballos with the skills and analytical thinking necessary to oversee Chablé Hotels’ entire sales and marketing teams, implement strategic planning and forecasting, and launch new products and services while maintaining the highest guest experience.

Commenting on his new appointment, Daniel Ceballos enthuses: “I am thrilled to be announced as Director of Sales and Marketing at Chablé Hotels. My objective is to continue to respect the Mexican heritage and traditions for which this renowned brand is famed and adored, whilst building towards an illustrious future by implementing innovative new commercial strategies and tactical initiatives. Chablé Hotels has always been a leader in luxury hospitality, as proven by Chablé Yucatan awarded no.13 at the World 50 Best Hotels last year, and it is an honour to be part of its story.”

AWARD WINNING BOYS HALL ANNOUNCES NEW GENERAL

MANAGER

ALONGSIDE EXCITING UPDATES TO THE HOTEL

As it enters its second year of business, the 17thcentury Boys Hall in Ashford, Kent, welcomes Tim Batchelor as the new General Manager for the hotel.

Batchelor, who is passionate about food and drink and has headed up bars at The Pig Hotels for the past 8 years; will join Head Chef Charlie Dilworth in the kitchen, as well as overseeing some exciting new changes to the hotel for 2024.

The 9-bedroom Boys Hall opened to the public last summer after careful restoration by husband and wife team, Bradley and Kristie. In its first year of opening, the hotel and was awarded Best Hotel in the South of England by The Good Hotel Guide and Country House Retreat of the year by National Geographic Traveller.

In an exciting new update, Boys Hall will this year see the introduction of a wilderness spa area to the Grade-II listed manor house, complete with a treatment hut, sauna, hot tub and plunge pool.

The two-AA Rosette hotel will also see the addition of a workshop space and outdoor kitchen for alfresco events and floristry classes. This will be in addition to the existing 70-cover restaurant, which – alongside just 12 other establishments – made it into the Michelin Guide last year for its eye-catching design and brilliant wine list.

The landscaped grounds surrounding Boys Hall have become a passion project for Kristie and Bradley, with big plans to turn the old stable into an antiques barn for visitors to source vintage finds and artisan treasures. The grounds will also become home to 9 new bedroom huts scattered in the gardens, set to open later this year.

MODERN COMMUNICATIONS PLATFORMS CREATE WORLD CLASS GUEST EXPERIENCES

In the luxury hospitality sector, the guest experience is paramount, serving as the cornerstone of a hotel’s reputation and success. This experience, characterised by personalised service and seamless comfort, is being transformed by the advent of cutting-edge technologies.

Artificial Intelligence (AI) is at the forefront of this revolution, enabling hotels to offer customised services by analysing guest preferences. AI-powered

chatbots, for instance, provide roundthe-clock assistance, enhancing the guest experience with their efficiency and personalised touch.

Automation plays a crucial role in streamlining hotel operations, thereby improving the guest experience. Features like automated check-in and check-out kiosks minimise wait times and enhance guest autonomy, allowing for a more fluid and hassle-free stay.

The integration of cloud- based applications with telephony (Unified Communications), contact centre solutions and the back office ensures seamless communication between guests and hotel staff across various platforms, ensuring every request is met with promptness and precision.

Mobile apps further augment the luxury guest experience by offering functionalities like mobile check-in and the ability to request hotel services with just a few taps. These apps embody the essence of personalisation and convenience, essential attributes of the luxury hospitality experience.

Incorporating these technologies not only elevates the guest experience but also sets new standards in the luxury hotel industry, ensuring guests enjoy an unparalleled level of service and personalisation during their stay.

By upgrading your telephony platform with Britannic and Mitel, your hospitality consultative technology partner, you can unleash creativity and innovation to your hotel.

We’re here to help. Call 01483 242526.

HOSPITALITY TRENDS FOR 2024

With the hospitality industry getting ready for 2024 we at Alliance have taken the opportunity to research the top emerging trends set to take hold this year. We have identified four trends so far which are beginning to permeate the current hospitality scenery:

Mediterranean Romantic

To make this trend work you need to embrace bright, light spaces and pair them with natural tones and textures such as wooden furniture and areas of bare, undecorated walls. When trying to achieve an “Old World” Mediterranean charm we’d suggest looking to employ neutral

crockery and glassware to help allow your establishment to be the main focus. Great options include Artis’ Nara Rose or the Utopia Santo ranges (both the taupe and light grey colourways) where crockery is concerned, and RCR by Steelite Essential glassware range is perfect for serving drinks.

Invitingly Glamourous

For this theme the key is employing a refined colour palette but doing so in a sensible and stylish capacity. The idea is for dining spaces to not appear overwhelmingly expensive whilst still maintaining an inviting and glamourous

aesthetic. Churchill’s Kintsugi Reverse is brilliant for adding a subtle hint of glamour to any table setting and works as a brilliant canvas to showcase your food. The Villeroy & Boch Rock range is also fantastic for serving a refined menu on to your customers, especially when paired with the Artis Speakeasy Swing.

Organic Brutalism

Organic brutalism is a theme which is becoming popular in developed urban areas and requires the restaurant / hotel to fully embrace the notion of opposites attract. The best way to visually capture this theme is by twinning the brutally linear nature of city architecture with the softness of organic elements. When tying in your tableware with this style of décor we’d suggest Churchill Stonecast Sorrel of this Fusion range or opt for the stark contrast of the Artis Elements collection.

Nuovo Caffè

The term “Let’s grab a drink” is slowly shifting from referring to have an alcoholic beverage and becoming more synonymous with having a coffee. If you serve coffee and want to attract the discerning coffee drinker, then give your social areas are more relaxed and contemporary.

At Alliance we are always up to date with the latest hospitality trends and products so call your nearest Alliance Local to see how we can help you with all your needs.

The term “Let’s grab a drink” is slowly shifting from referring to have an alcoholic beverage and becoming more synonymous with having a coffee. If you serve coffee

and want to attract the discerning coffee drinker, then give your social areas are more relaxed and contemporary.

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DISCOVER THE LATEST FRONT OF HOUSE RANGES & PRODUCTS FROM THE HOSPITALITY INDUSTRY’S LEADING BRANDS

SPA DESIGN TRENDS FOR 2024

Sparcstudio an independent, creative design studio specialising in spa and wellness design for over 15 years in the spa, wellness, fitness, hotel, and resort sectors has announced its key trends in spa design for 2024. Creative Director, Beverley Bayes explains:

It’s an incredibly exciting time in the world of spa design. Hoteliers, developers, and the general public are much more spa savvy and want to enjoy the benefits that spa can bring, with a great focus on improving physical and mental health and wellbeing. For operators and owners, this not only raises the profile of the business and places it the forefront of innovation, enhancing facilities with considered, sustainable design is good business sense and correctly done can significantly improve revenue and return on investment.

The growth of sauna culture

Saunas have been an integral part of wellness rituals in the spa market for decades, but there is a new emerging sweat culture that is set to change the way people enjoy heat experiences in the next five years.

Community and a sense of belonging is at the core of this new trend. Aufguss rituals are becoming more widespread, and spas are now designing their thermal spaces specifically to accommodate these theatrical rituals. Spa and hotel owners need to be mindful of this when space planning, ensuring that the sauna is large enough to accommodate this growing audience and can also host Aufguss rituals.

Russian Banyas also offer the benefits of a wellness ritual combined with social connection. Friends can meet for an evening and enjoy a unique sauna ritual with drinks nibbles served in a cosy lounge as part of the experience.

Saunas set in a natural landscape such as beach, lakeside or forest setting offer true connection to the elements, large, glazed walls allow the guest to enjoy a view of the changing sky and an opportunity to plunge into a cold sea, natural pool and relax by an open fire.

Over the past five years Sparcstudio has been opening the sauna to the outside world with floor to ceiling glass offering impressive views of nature such as at The Spa at South Lodge

Designed for movement with Immersive environments

A new wellness disruptor, Sanctum which took to the stage at the Global Wellness Summit 2023 in Miami is transforming the way mindful movement classes are running and this will have an impact on the space planning in spas.

Movement / fitness studios are becoming an essential part of good spa design. They will be created (where possible) with

natural light, via glazing or top lit from a sky light a long wall with floor to ceiling glass (to check coordination and positioning) and be stylish and contemporary in look and feel.

Often a small space is dedicated to these multi-purpose rooms, however, as modalities change, so too do the needs of the space, sliding /folding screens help connect spaces for greater flexibility.

We will see a rise in more elaborate forms of the conventional ‘studio’ evolving into immersive multi-sensory immersive environments for movement meditation and group experiences. Boundaries between wall floors and ceilings are blurred, back projected imagery can create a wraparound total experience.

We look to create multi-sensory studio spaces such as the Hot Yoga studio at Third Space, where we set end grain juniper logs into the wall panelling to add soothing aroma when heated.

Wired for sound

Sound is extremely powerful in shifting emotions, cleansing energy, and elevating a spa experience to another level.

Spas know that sound can create a deeper treatment experience and can create the right mood to encourage shoppers to spend more.

With new players the sound therapy market, spas will need to be designed with the latest high-tech sound equipment and invest heavily in this to ensure the maximum impact for guests. Myndsteam, a global music brand dedicated to creating music for health and wellbeing aims to create new sonic experiences for guests.

DJ Brian D’Souza has worked with a Scottish brand ishga, recording nature sounds, Gaelic singing and traditional

“

Over the past five years Sparcstudio has

Hebridean instruments. These have been curated into a series of meditative soundscapes for use in spa treatments in luxury properties such as at Coworth Park.

The ability to customise sound in each treatment room with true stereo sound will transform a guest experience and is a future revenue driver for spa operators.

Flowing natural spaces and up cycled elements

Flowing organic space planning will continue to be an importantly part of our design approach going forward reflecting a softer more natural feel, merging with nature. Specification of sustainable and upcycled materials will be the new normal.

The newly launched Grainstore at Calcot has an authentic ‘green/natural’ feel reflecting the environmental credentials of the upcycled Grainstore building linking to the surrounding environment wherever possible. Polished screed floors, Ccay based wall renders (by Cornish company ‘Clayworks’) made from readily available, naturally abundant materials, and is natural and non-toxic, with low VOCs

been opening the sauna to the outside world with floor to ceiling glass offering impressive views of nature such as at The Spa at South Lodge.

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emissions with no synthetic, concrete or lime additives. We are also using eco Paint ranges with low VOC’s.

Walls are also clad in corrugated iron, that you would find in farm buildings decorated in zingy fresh green or concrete coloured finish.

Counters and vanities are clad with ‘Foressa’ Countertop surfaces formed from waste plaster and wood chips, and we’ve used solid ash frames – we aimed to avoid using laminate wherever possible.

Website: www.sparcstudio.co.uk

INTERVIEW WITH JOE GOULD

LUXURY HOSPITALITY MAGAZINE INTERVIEWS JOE GOULD HEAD CHEF AT FAWSLEY HALL HOTEL AND SPA

Firstly, thank you for talking with us, please talk us through your journey into the industry. Have you always wanted to become a Chef?

I originally wanted to join the army air corps. I enjoyed the army cadets throughout my late teens and all things military since I was a young boy. After getting a place on an aeronautical engineering course at Shoreham airport, it quickly became apparent that walking from the bus stop to the hanger on the airport wasn’t going to get me to college on time, so I needed transport. I got a job polishing glasses at the local restaurant. One day, shortly after I started, the commis chef didn’t show up and the head chef came into the bar and asked who wants a day in the kitchen. There was total silence for what felt like an eternity. So, I just said “I’ll do it.” Twelve hours later, after cleaning down I offered the apron I had borrowed back to the head chef. He looked up from his phone, looked at the apron, looked at me, and said “you better get it cleaned and dry for tomorrow.”

Has your experience working in across award-winning and acclaimed restaurants allowed you to develop culinary skills and learn about flavours etc?

I am very lucky to have spent time with some truly inspiring chefs. As a junior chef, its important to absorb as much as you possibly can from all the chefs you have worked under and alongside. All chefs have taken a different journey to where they are the day you begin to work with them; the result is a diverse body of knowledge to be passed on. When you become a head chef and begin to piece all the bits together, I believe, is when your own style and food personality starts to develop. When I was a sous chef in 2015, I was very much on a journey of molecular gastronomy and attempting to understand the science behind every single cooking method right down to the most granular detail. As my outlook has matured, I cook less and less for myself, and instead really focus on the diner and how enjoyable something is to eat. It’s a much more holistic way to think about food.

How are you finding your role at The Cedar Restaurant at Fawsley Hall Hotel & Spa as Head Chef?

The role is what I hoped it would be; dynamic, challenging and rewarding.

How have you curated the menu at The Cedar Restaurant and how the menu will change throughout the year?

The current menus have a strong focus on seasonality. We endeavour to walk that fine line whereby food is comforting and delicious, yet manages to excite. The kitchen and the food itself is always in a state of constant refinement and evolution.

The collective goal remains the same; we want to make Cedar a destination restaurant in its own right. People travel from far and wide to stay with us, unwind with us and indulge in our food offering, which is incredibly rewarding. The food going forward will be lighter, fresher and more intrinsically tied to the seasons. Menus will be slightly smaller but change more frequently to ensure we use produce at its best and that the kitchen team can consistently deliver food we are proud of.

Can you tell our readers more about the Veganuary/vegan menu?

The plant-based menu was originally a composition of vegan dishes that we used to promote the restaurant during a time when most people are trying to undo the dietary sins of Christmas. It has now taken on a life of its own and we are keeping it as part of the restaurant offering. It is a choice, three course menu where every dish has been designed to be vegetarian or

vegan from the outset. It has proved to be hugely successful so it will continue for the foreseeable future.

Can you talk more about the afternoon tea offering which is provided in the Tudor Great Hall?

The great hall is one of the most stunning rooms I have ever set foot in. The afternoon tea at Fawsley is a very tradition fayre, from the egg mayonnaise & watercress sandwiches to the crockery and tea choices – it’s a nostalgic and quaint step into a world of days gone by.

How do you make The Cedar Restaurant a memorable experience?

When people leave the Cedar restaurant, they should feel like they have a had a dining experience rather than just having dinner. The unfussy and genuine hospitality provided by the front of house team is certainly something I remembered when I first dined in the Cedar restaurant. Above all, flavour holds the key to the most vivid memories - memorable clarity of flavour is what keeps people coming back.

What ambitions do you have for Fawsley Hall Hotel and Spa?

Without giving too much away, there are big plans for the cedar restaurant at Fawsely hall. We will continue to build on what we have, serve our guests delicious and technically interesting food. There are also some exciting plans in the works

that will give the entire experience a more exclusive feel and also add a new dining concept into the mix.

Why should our readers visit The Cedar Restaurant?

The restaurant itself is a stunning space steeped in history. The dishes change regularly but always have flavour at the forefront of their conception. If you like fine wines from a diverse list, we have you covered there too. The front of house team will ensure you are very well looked after!

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When people leave the Cedar restaurant, they should feel like they have a had a dining experience rather than just having dinner. The unfussy and genuine hospitality provided by the front of house team is certainly something I remembered when I first dined in the Cedar restaurant.

SUSHI KANESAKA AWARDED ONE MICHELIN STAR

Chef Shinji Kanesaka and the team at 45 Park Lane are delighted that Sushi Kanesaka has been awarded one Michelin star in the Michelin Guide Great Britain & Ireland 2024, just seven months after opening.

Sushi Kanesaka is an intimate and traditional 13-seat omakase restaurant by heralded omakase chef, Shinji Kanesaka. Kanesaka-san is the sushi artisan behind Tokyo’s Sushi Kanesaka that has held two Michelin stars since 2018 and is known by many as the ultimate destination for an extraordinary yet traditional sushi experience, showcasing time-honoured techniques.

Housed behind a discreet doorway within the contemporary and luxurious surrounds of 45 Park Lane, Sushi Kanesaka brings to London the mastery of Edomae sushi in its most traditional, pure form, setting a new benchmark for omakase dining in the city. Translated as “I’ll leave it up to you”, omakase dining means enjoying the very finest delicacies, chosen in the moment by masters of the art. In a quest for perfection, Kanesaka-san is joined by a small team of eight chefs, sommeliers and hosts, with several of the team having perfected their craft in the chef’s portfolio of esteemed restaurants.

Those looking for an intimate, immersive and contemporary omakase experience will enjoy the opportunity to indulge in Sushi Kanesaka’s creations and mastery, with up to 20 courses meticulously prepared using the very best seasonal ingredients. The restaurant sources its core ingredients like wasabi and rice from long-standing suppliers in Japan, alongside

premium seafood from the UK and Europe, which has undergone the Japanese ikejime method, is sourced according to the season, and is of the finest quality.

To accompany the omakase experience, the restaurant offers sake pairings, wines, beers and Japanese whiskies. Sake takes centre stage, with an intriguing, explorative selection served in hand-cut glasses by Horiguchi Kiriko, taking diners on a discovery of this ancient spirit.

The restaurant’s bespoke design provides the perfect setting for a traditional omakase experience at either the nine-person counter or the adjacent four-person counter within a private dining room. Both spaces come complete with their own sushi Shokunin, preparing and creating a uniquely personal experience for guests to watch. In keeping with tradition, the 13-seat restaurant is hosted by an okami, Nanami-san, who ensures the guest experience is unparalleled – a role at the very heart of Japanese hospitality.

THE BALMORAL ANNOUNCES FIVE STAR RATING IN FORBES TRAVEL GUIDE’S 2024 STAR AWARDS

The Balmoral, a Rocco Forte hotel in Edinburgh, has been awarded five-stars in the 2024 Forbes Travel Guide. It was announced today that the hotel has secured its position as a Forbes five-star property, retaining the world-renowned accolade for the fourth year running.

Forbes Travel Guide is the authority in genuine fivestar service. In 2021 The Balmoral became the first hotel in Scotland to receive a five-star rating and has continuously worked hard to secure its position as an icon of luxury hospitality.

Last year, The Balmoral announced the appointment of Andrew McPherson to the position of General Manager.

Andrew oversees the iconic Edinburgh hotel which boasts 167 rooms and 20 suites as well as a comprehensive spa and fitness centre and a diverse culinary offering.

A gold standard in the hospitality industry since 1958, Forbes Travel Guide’s luxury travel rating recognises the world’s finest properties.

Anonymous inspectors check into a hotel for at least two nights, then test up to 900 objective standards with an emphasis on exceptional service, to help discerning travellers select the world’s best luxury experiences.

EMPLOYEE EXPERIENCES & CUSTOMER SERVICES: THE HOSPITALITY INDUSTRY’S BEST PAIRING

- By Kaz Hassan, Community & Industry Insights Lead, Unily

If you had asked organisations 10 years ago about their employee experience (EX) strategy, you’d likely have been met with a room of confused faces. Today, EX is recognised as a crucial part in determining an organisation’s commitment to building business resilience by maintaining an engaged and efficient workforce, and ultimately, increasing the bottom line. So, what’s caused this change of pace?

The birth of EX

The landscape has rapidly shifted over the years. People have become more comfortable with resigning, especially if they don’t feel valued or financially compensated in their place of work. This reality slapped senior leaders in the face in 2020, when over 47 million American’s voluntarily quit their jobs, forming the great resignation — as coined by organisational psychologist, Dr Anthony Klotz.

A previous Gallup report on the state of the American workplace actually found that lack of ‘flexibility’ is one of the main reasons employees would change jobs. It's important to understand that today's workforce is impacting the way organisations manage and optimise employee performance. The traditional ways of how, when, and where people work is evolving, and the value they place on work is shifting. Studies like this one are showing senior leaders that employees aren’t afraid to abandon ship if they aren’t fulfilled in their roles, making them reflect and ask, “What needs to change to successfully retain and sustain an engaged workforce.”

The focus of the EX revolution has been on knowledge workers. Companies that have made efforts in this area have seen impressive results, including improved retention, higher productivity, fewer mistakes, and faster innovation. However, it's interesting to note that organisations with significant frontline employee numbers, such as those working in the hospitality sector, can benefit the most from improved EX and higher levels of engagement.

According to a BLS report, hospitality is the industry with the highest turnover rates (130%) in the US, yet it heavily relies on delivering exceptional customer experiences to survive. So, can investing in EX cut costs and boost profits by enhancing customer experiences?

Hospitality’s short end of the stick

Happy employees lead to great customer service — it’s that simple. Richard Branson, the founder of the Virgin Group, put it best when he said: "take care of your employees and they'll take care of your business." This quote emphasises the significance of prioritising the well-being

of staff to run a thriving business. Without an engaged workforce, a business cannot function properly, making it essential to invest in their welfare. Yet most hospitality workers aren’t receiving the recognition or benefits needed to support sustainable employee satisfaction, as revealed by KAM’s Employee Engagement Services in Hospitality report.

According to the study, 60% of survey respondents said they currently don’t receive employee engagement services in their hospitality role but would feel happier if they did. But this isn’t just speculation. The report also saw 79% of respondents say they’ve stayed in their role for longer as a direct result of having engagement services.

So, what does this mean for businesses that depend on excellent customer service?

Employee-focused apps are “in”

A growing trend in addressing this issue is the implementation of employee-focused apps. More organisations are introducing engagement platforms using well-known informal channels in hopes of creating a space that connects team members and provides helpful support systems. However, many are still missing the experience aspect, not considering the issues surrounding siloed communication.

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Achieving success in a highly competitive industry within a short period of time requires genuine employee engagement, collaboration, and innovation.

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The same KAM study highlighted earlier showed that 74% of hospitality workers could be more susceptible to employee engagement services if they were easier to access and on a unified platform, such as an employee app. Recognising this need, leading companies like Kerzner International, a leading developer and operator of luxury resorts and private homes, are taking innovative steps.

Kerzner recently implemented a mobilefirst platform that enables 15,000 of its employees, spread across 19 destinations, to easily interact with one another using a single platform, on a single handheld device. Through this app, employees can seamlessly interact with each other and access meaningful learning and development training to build their skill sets further. Most importantly, they all feel part of the Kerzner community and valued as colleagues not just employees, uplifting their employee experience.

Achieving success in a highly competitive industry within a short period of time requires genuine employee engagement, collaboration, and innovation. A perfect example of this is the team at Atlantis The Royal, who recently ranked in a list of the world's 50 best hotels – this was achieved within 2 years of opening. They did this by bringing their exceptional culture and meticulous customer knowledge from their well-established neighbour, Atlantis The Palm, into the fray, uniting all employees under one platform. The support of other Kerzner brands (a handful of which also feature in the top 50 list) helped new employees at Atlantis The Royal hit the ground running to deliver best-in-class customer service quickly.

The blooming relationship between hospitality and EX

The hospitality industry is on the cusp of its own revolution, and the key to unlocking its full potential lies in embracing and prioritising the needs of its workforce.

By fostering a culture of employee wellbeing and empowerment, hospitality businesses, like Kerzner, can boost staff morale, boost retention, and cultivate an environment where customer services flourish in tandem or because of great employee experiences.

THREE WAYS TECHNOLOGY CAN TAKE LUXURY TO THE NEXT LEVEL

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By Rebecca Kelly, VenueScanner CEO

At heart, what makes an experience feel like a luxury is indulgence, comfort, and ease – and there’s nothing like technology for making life easier. But it’s got a lot more potential than that. Tech can take a stately, striking or unusual space and make it into something really special, for guests and owners alike. Here’s how.

Use tech to get ahead of the trends

In the last few weeks, spurred by the likes of Saltburn and The Traitors, we’ve seen 117% more enquiries on VenueScanner for castle locations. Look at Google Trends to see how interest in certain moments has raised or declined over time. And you can turn that insight into targeted promotion through your digital marketing channels, like social media.

Tech can help with that, too. AI tools offer an easy, cost-effective way to plan and create content. And once you’ve hooked their attention, you can use video and virtual 360 tours to give potential customers a sense of the space from afar.

Tech-enabled online booking, check-in and check-out are pretty much the standard now, even if you’re also offering a personal touch to guide them through it.

Make everyone’s stay seamless

Tech-enabled online booking, check-in and check-out are pretty much the standard now, even if you’re also offering a personal touch to guide them through it. Behind the scenes, you’re likely already using tech to make all sorts of processes more efficient too – from managing inventory to onboarding new staff. Thinking creatively about how to enrich guest experiences with tech could be a game-changer.

For example: what if you switched oldfashioned event ticketing for face ID? No more scrabbling for a lost email, and it’s better for security, too. Are you using tech to track RSVPs and sign-ins, or to gather feedback? That data goes straight back to your marketing. Could you use AI to match up potential networkers and let them know who’s worth having a chat with? Think speed dating for business. Can a simple chatbot be an extra assistant to answer guest questions quickly? (Just make sure you’re clear it’s AI talking, and how they can alert a real staff member if they want to.)

Don’t forget to check how your conference facilities are holding up. After all these years of working remotely and hybrid, they’re in constant demand, and people’s expectations are greater than they used to be. High tech, adaptable meeting rooms are a real draw – especially when compared to traditional settings (no need for a fake background when you’re Zoom calling from an actual turret).

Upgrade the sensory experience

You’ve no doubt designed your lighting to the letter to create a soothing, inspiring or energising space. Change it up, and you change the whole experience, which gives you much more scope for marketing the same room in lots of different ways. Sound systems are sometimes the last bit of kit to get an upgrade, but they can elevate an experience from fine to amazing. Think of the acoustics in a great stone hall…

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It’s these finishing touches that make a venue feel standout and keep corporate clients coming back for more.

Luxury Hospitality Magazine 47

PAN PACIFIC LONDON RETAINS COVETED FORBES FIVE-STAR AWARD AND RECEIVES SPA AWARD

Pan Pacific London, the luxury and multi-award-winning hotel has retained its coveted status as a Forbes Travel Guide Five-Star Awarded property for the third year in a row since opening its doors in September 2021. Forbes Travel Guide, the only global rating system for luxury hotels, restaurants, and spas, announced yesterday the recipients of its 2024 Star Awards, with Pan Pacific London having maintained the highest-level accolade. Additionally, for the first time, Pan Pacific London has also received a Forbes Four-Star rating for its stellar wellbeing offering on its dedicated SENSORY Wellbeing floor.

Anne Golden, VP Operations, UK & North America and General Manager, Pan Pacific London commented: “We are thrilled that Pan Pacific London has retained this prestigious Forbes Travel Guide accolade for a third year running and to have been awarded four-stars for our SENSORY Wellbeing floor. To be acclaimed amongst the very best in the industry is a testament

to our incredible team and their commitment to service; they go above and beyond for every guest to ensure a seamless experience across every touchpoint.”

Since its debut, Pan Pacific London has continued to establish itself as a leading luxury hotel in the market, bringing its signature Singaporean style and hospitality to the heart of the city. Taking innovation and understated luxury to unparalleled heights, Pan Pacific London comprises 237 rooms and suites, alongside its state-of-theart SENSORY wellbeing floor and destination bars and restaurants.

Providing a five-star elevated experience, Pan Pacific London offers unparalleled hospitality for visitors to the capital and Londoners alike in the city.

These latest accolades are impressive additions to the hotel’s portfolio of awards and achievements including Hotel of the Year – Group 2023 at The Catey Awards and Hotel of the Year for 2022 and 2023 at the AA Hospitality Awards.

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