Hotel Magazine January 2024 by Cogent Multimedia Ltd

JANUARY 2024

THE LEADING PROFESSIONAL JOURNAL FOR HOTELIERS

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EDITOR’S NOTE

JANUARY 2024

024 is set to be another huge year for the hotel space as we gear up for a period of significant growth in travel and tourism thanks to increased consumer confidence. Along with this, it’s likely that the industry will witness the integration of more advanced technologies to enhance customer experience. Innovations such as augmented reality (AR), virtual reality (VR), artificial intelligence (AI), and enhanced mobile apps is set to revolutionise guest services and operations. Looking at what’s set to be a hit for the year ahead, we share another instalment of ‘Ones to Watch’, which highlights a series of brands and venues to look out for in 2024, promising to make innovative moves. An enormous focus on food and drink, which begins on page 17, is enough to leave your mouth watering. As guests look to find the right balance in making up for lost time in the pandemic by seeking memorable experiences, as well as navigating the cost-ofliving crisis, we look at how hosting themed gastronomic events within a hotel, featuring renowned chefs and unique culinary experiences, can help your venue appeal to a wider audience. Making up the F&B feature, we share two unmissable Venue Profiles from The Madrid EDITION’s Oroya, as well as The Old Crown Coaching Inn. Sustainability is set to be the word on everyone’s lips again throughout the New Year. In line with this, we turn to the experts who define exactly what green-washing is and how to ensure you steer clear of doing it. Our Essential 5 this month is a perfect fusion of our two main focuses as we share five sustainable dining initiatives which could be introduced to your hotel to help pack a punch in your marketing strategy. It’s York’s The Grand which features as our Hotel of the Month and Edinburgh’s Waldorf Astoria - The Caledonian which shares a unique insight into the changing landscape of hospitality as we take a look back on the magnificent mark the venue has made on the sector as it celebrates 120 years! We’re starting the year as we mean to go on, with another information-rich edition of Hotel Magazine! We hope you enjoy the read and look forward to navigating another exquisite and exciting year together.

JADE EVANS, EDITOR

© 2023 TGM Publishing Limited, 1st Floor, Saphir House, 5 Jubilee Way, Faversham, Kent, ME13 8GD. No part of this magazine may be reproduced or stored in a retrieval system or transmitted in any form – electronic, mechanical or physical – without express prior permission and written consent of the publisher. Contributions are invited and when not accepted will be returned only if accompanied by a fully stamped and addressed envelope. Manuscripts should be type written. No responsibility can be taken for drawings, photographs or literary contributions during transmission or in the editor’s hands. In the absence of an agreement the copyright of all contributions, literary, photographic or artistic, belongs to TGM Publishing Limited. The publisher accepts no responsibility in respect of advertisements appearing in the magazine and the opinions expressed do not necessarily represent the views of the Publisher. The Publisher cannot accept liability for any loss arising from the late appearance or non publication of any advertisement.

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CONTENTS

8 ONES TO WATCH

The Ones to Watch feature highlights noteworthy brands and venues making big moves in the hotel space for 2024.

17 FOOD AND DRINK

We delve into how hosting themed gastronomic events and featuring renowned chefs within your hotel can help your venue appeal to a wider audience.

38 THE CALEDONIAN’S 120TH ANNIVERSARY

18 12

With Edinburgh’s Waldorf Astoria -The Caledonian this year celebrating its 120 year anniversary, we share a unique piece which takes a look through the years and how the venue has managed to successfully position itself as a front-runner in the hospitality space over the last century and beyond.

52 SUSTAINABILITY

With experts on hand, we look at exactly what green washing is and how you can ensure you’re avoiding it.

56 SUSTAINABILITY – ESSENTIAL 5

In line with our two main focuses this month, we share five sustainable dining initiatives your venue can adopt in order to appeal to a wider audience.

66 UK HOSPITALITY

19 EDITOR

Jade Evans jevans@cimltd.co.uk

EDITORIAL ASSISTANT Brooke Tremain bt@cimltd.co.uk

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

ACCOUNT MANAGER Jazmine Davis jazmine@cimltd.co.uk Tel: 01795 509 112

As a fantastic source of expert guidance and insight, we are delighted to share another guest column by UK Hospitality’s Kate Nicholls.

ACCOUNT MANAGER

DESIGN AND PRODUCTION

ADMINISTRATION MANAGER

James Taylor james@cimltd.co.uk

Manjeet Griffiths manjeet@cimltd.co.uk Tel: 01795 509 112

Natalie Murray admin@cimltd.co.uk Tel: 01795 509 103

CREDIT FACILITIES MANAGER Gwen Lee creditcontrol@cimltd.co.uk Tel: 01795 509 103

Grant Waters grant@cimltd.co.uk

SALES DIRECTOR Tom Woollin tom@cimltd.co.uk

CHIEF EXECUTIVE John Denning

MARKETING MANAGER Lucas Payne lucas@cimltd.co.uk

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INDUSTRY UPDATE

Break Boundaries at the upcoming Hotel Leadership Conference

nticipation is building as the hospitality industry gears up for the Hotel Leadership Conference 2024, returning to Park Plaza London Riverbank on 15-16 January. Themed Breaking Boundaries, the conference is set to shake things up with two-days of networking, learning and innovation to inspire hoteliers keen to understand the challenges and opportunities for technology and leadership. The conference will offer attendees a timely opportunity to be in a room with over 450 hoteliers, directors and owners. Organised and chaired by hotel industry champion, Adrian Ellis FIH MI, General Manager of The Lowry, has dedicated his time to create the most dynamic programme with a focus on embracing technology and innovation. Conference Chair, Adrian Ellis FIH MI said “Ultimately, I wanted to create a conference that was set to break boundaries in our industry, to allow a safe space for hoteliers to consider new technologies, to educate and embrace what is to come, and to focus on tomorrow’s industry.” With more than half of the tickets available already sold, the 2024 conference is likely to sell out. Ticket prices start from £495 and are open to the entire

industry. Don’t miss the opportunity to revolutionise your hotel’s approach and stay ahead of the competition.

Native places open its newest aparthotel in one of London’s most historic locations in 2024

eading UK lifestyle aparthotel brand Native Places has announced the opening of its newest property in one of London’s most historic locations. Opening its doors officially in January 2024, Native King’s Wardrobe, St Paul’s will mark the seventh aparthotel in the brand’s portfolio which spans the UK, and its fourth aparthotel in the capital. Formerly known as the Royal Wardrobe in the 14th century, Native King’s Wardrobe, St Paul’s served primarily as a storehouse for the King’s state and ceremonial robes, as well as those belonging to members of the Royal Family. Breathing new life into the area whilst celebrating its fashionable history, Native Places introduces a revived, spacious, and characterful place to stay right in the heart of the City of London. The aparthotel is spread across seven Grade II listed townhouses inhabiting a beautiful, private courtyard located just behind St Paul’s Cathedral. There are 92 bright and spacious apartments in total, each with fully equipped kitchens, living and dining areas, and workspaces – kitted out with everything guests need for maximum comfort and enjoyment, whatever the reason for their stay; be it business or leisure, a long stay or short break. Partnering with independent local businesses and

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‘neighbourhood heroes’ Native King’s Wardrobe, St Paul’s offers guests a truly authentic stay in the city. For further information, please visit nativeplaces.com

INDUSTRY UPDATE

Bidfood appoints new Business Development Controller for Hotels and Restaurants

idfood, one of the UK’s leading foodservice providers, has recently revealed the appointment of Vicki Philpott as Business Development Controller for Hotels and Restaurants. Vicki will be responsible for leading the national sales teams in representing and further strengthening the businesses support within these important sectors Vicki brings with her a wealth of experience, particularly from a supplier perspective. Having begun her career with Diageo almost 25 years ago, since then, Vicki has also undertaken roles within notable companies such as Molson-Coors, Twinings, Mars and most recently, Hain Celestial. As well as bringing with her an excellent understanding of the industry, Vicki is a strong advocate of diversity and inclusion, championing industry networking programmes such as Women in Wholesale which recently rebranded as Diversity in Wholesale. Talking about her new role, Vicki commented: “The

last few years have been challenging for hotels and restaurants, however I’m optimistic that as we approach 2024 the sector will continue to flourish and bring with it a number of opportunities. “My passion for the foodservice industry has always been at the forefront of the work I do and I’m extremely excited to have joined Bidfood. This role will allow me to put my existing relationships and knowledge to good use, whilst working with the team to continue the outstanding work they do to deliver service excellence and help our customers grow.”

Penmaenuchaf, Part of Seren, Appoints New Hotel Manager, Christie Hayes

enmaenuchaf in Dolgellau, Gwynedd, a Seren venue, is delighted to announce the appointment of Christie Hayes as new Hotel Manager. Christie started her new role at the beginning of December and will lead the business as Seren seeks to continue the project work to refurbish the venue in the years ahead whilst steadily lifting service standards to a 5 star level. Christie joins Penmaenuchaf from her previous role as Restaurant Manager at Seren’s Michelin Starred Beach House restaurant in Oxwich. Seren always aims to promote from within helping their team reach their full potential. Christie has achieved great things in Oxwich and so this appointment is richly deserved. With her passion for great food and quality service, Christie was always destined to work in the hospitality

industry and is a star player within Seren’s renowned hospitality team. Christie has over 10 years’ experience in the industry, with previous experience working at as Restaurant Manager for Shaun Dickens at The Boat House in Henley before making the journey to Ireland in various senior F&B and events supervisory roles at the world renowned 5 star Adare Manor in Limerick including the management of the Michelin starred Oak Room Restaurant. Founder and owner of Seren, Neil Kedward said: “We are delighted to see Christie progress within our family of businesses as she takes her first steps into Hotel Management. As the business leader at Penmaenuchaf, Christie will play a crucial role in building a team and venue that will enable Seren to make the future happen in Snowdonia.” www.thehotelmagazine.co.uk

BRAND FOCUS

ONES TO WATCH Making a great addition to our January issue, The Ones to Watch feature highlights noteworthy brands and companies making big moves in the hotel space for 2024. Below we list six brands to look out for in the next 12 months who are taking the industry by storm.

Douwe Egberts

ince the 1960’s, Douwe Egberts has proudly been serving the hospitality industry quality coffee. With Douwe Egberts Cafitesse machines, you can guarantee your guests a consistently great coffee, every time. A range of front of house and back of house machines, which offer the perfect solution for providing a great range of hot beverages in your hotel. The closed Cafitesse system is hygienic and super easy to clean, low maintenance and unbelievably reliable. What’s more, you can make jugs or cups of quality coffee in mere seconds, freeing your staff to focus on what really matters - your customers. For more information, get in touch UK-Sales@JDECoffee.com

VANITY GROUP

ANITY GROUP is home to over 40 of the world’s most progressive brands, providing designer guest amenities that transcend the bottles in the bathrooms and become an integral part of the storytelling and guest experience of the hotels they work with. Their unique approach to supplying amenities paired with creative partnerships has seen a giant Jo Loves Perfume installed in the lobby of Shangri-La The Shard, London through to an in-room KEVIN.MURPHY styling channel at art’otel. Originally founded in Sydney 13 years ago, VANITY GROUP now works with over 6000 hotel partners from globally recognized groups to legendary independents and are pioneers of sustainability within the industry. In 2023, VANITY GROUP HQ achieved B Corp status and their ESPA Hotel Collection was the first amenity range to be awarded the Global Recycled Standard. To discover more about the VANITY GROUP House of Beauty, contact info@vanitygroup.com.

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Pictured: Jo Loves Mango Thai Lime at Royal Lancaster London.

BRAND FOCUS

Dyson

yson Professional elevates the hotel experience, focusing on lighting, air purification, personal care and washroom hygiene. Engineered to improve guests’ comfort and wellbeing through innovative product design and technology. Dyson Air Multiplier™ technology ensures a great night’s sleep by purifying the air to capture 99.95% of ultrafine particles as small as 0.1 microns1, allowing personalised guest comfort and temperature settings. The Dyson Supersonic™ hair dryer, favoured by top stylists, offers salon-quality results with intelligent heat controls preventing extreme heat damage to protect and shine from the comfort of a hotel room. In public spaces, Dyson Airblade™ hand dryers, engineered for minimal disruption, elevate the washroom experience with their tech-infused design – saving on costs, washroom space and CO2 emissions, with no single-use paper waste. For more information visit https://www. dyson.co.uk/commercial/overview/hotels. 1 Tested for filtration efficiency at 0.1 microns (EN1822, ISO29364).

Tripleseat

asily book and manage group and banquet business with our sales and catering management platform for hotels. Tripleseat’s hotel platform will enable group sales and catering teams to book, manage, and plan guest room blocks, banquet space, and every detail in between. Tripleseat Hotels will streamline your sales process and help your team book more business. Tripleseat makes managing group sales and catering easier than ever. Our cloudbased system provides the tools your team needs to book more group business, streamline the planning process, and communicate every detail seamlessly across all departments. Our platform helps you manage group bookings and room blocks while staying up to date with all your leads and accounts. By automating your follow up tasks and mundane data entry, you can prospect and book more business in less time. With a variety of reporting tools to evaluate your business’ performance, Tripleseat helps

you track group sales while leveraging data, past insights, and pacing trends. Quickly edit multiple events within a booking with just a few clicks in the Booking Events Grid. Easily filter events to review events for specific days, types or events, guest counts and more. View and manage all events in timeline view for easy drag-and-drop editing and overall increased visibility. https://tripleseat.com/products/hotels/ www.thehotelmagazine.co.uk

BRAND FOCUS

Simba Sleep

imba Sleep was born in 2016 with the aim of bringing great sleep to the globe, using innovative technology and engineering to solve the causes of poor sleep. Their first task was re-inventing the mattress; it took over 70 prototypes, using profiles from over 10 million sleepers but the result was revolutionary; Simba’s patented, Hybrid® technology ensures their mattresses offer optimum comfort, support, and temperature control, earning them the accolade of the world’s most five-star rated mattress brand. Simba is also proud to be the first UK

To discover more, contact wholesale@simbasleep.com simbasleep.com

Harri

arri is the global leader in Frontline Employee Experience technologies. The Harri platform is built for companies that have service at the heart of their business and believe that the customer experience will never exceed the employee experience. The Harri suite of talent attraction, workforce management and employee engagement technologies enables organisations to intelligently attract, manage, engage, and retain the best talent to run and improve their business. Harri serves over 35,000 restaurant and hotel locations and nine million hospitality employees globally. The platform recently closed a $43m funding round in growth equity capital, making them one to watch for 2024. Harri’s hotel clients include Radisson Hotel Group, Village Hotel Club, Harbour Hotels, Red Carnation Hotels, Canopy by Hilton, Firmdale Hotels and the recently opened Broadwick Soho. Harri helps leading hotel groups create an unforgettable candidate and hiring experience with software that understands the specific needs of hoteliers and their teams. For more information, visit www.harri.com

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sleep brand to be a certified B Corp, in recognition of their commitment to positive environmental and social change. Simba have now adapted their ground-breaking hightech mattresses to the tough demands of the hospitality industry; as founder and CEO Steve Reid comments ‘We’re delighted to be supporting the hospitality sector in providing exceptional comfort to their guests in the most sustainable way’.

VENUE FOCUS

ONES TO WATCH As part of our all-encompassing and insightful Ones to Watch feature, we have the pleasure of sharing six overnight stay venues and companies; all of which have innovation at the forefront of their strategy this year.

Native Places King’s Wardrobe, St Paul’s

ast November, leading UK lifestyle aparthotel brand Native Places announced the opening of its newest property in one of London’s most historic locations. Set to officially open its doors this year, Native King’s Wardrobe, St Paul’s will mark the seventh aparthotel in the brand’s portfolio which spans the UK, and its fourth aparthotel in the capital. As aparthotels contribute to grow in popularity, the property is spread across seven Grade II listed townhouses inhabiting a beautiful, private courtyard located just behind St Paul’s Cathedral. There are 92 bright and spacious apartments in total, each with fully equipped kitchens, living and dining areas, and workspaces – kitted out with everything guests need for maximum comfort and enjoyment, whatever the reason for their stay; be it business or leisure, a long stay or short break. The aparthotel is also home to COUNTER; a lively neighbourhood space developed by Native Places which

Broadwick Soho

s seductive and characterful as its historic location, Broadwick Soho is an independent luxury hotel in the heart of London’s West End that recently opened its doors to guests and travellers alike. Broadwick Soho channels the grit, glamour and wild energy of London’s most storied neighbourhood into an opulent contemporary 57 room retreat (including nine Suites and one Penthouse), with an offer of impeccable service and quality, under the watchful eye of General Manager, David Monson. Conceived by a group of friends, this glorious hotel perches on the corner of Broadwick Street and Berwick Street in a truly unbeatable and iconic location. Enticingly flamboyant, Broadwick Soho’s townhouse aesthetic was created by world-renowned interior designer Martin Brudnizki, of Annabel’s, The Beekman and Scott’s Restaurant fame. Artfully infusing a range of inspirations, from Jazz Age opulence to travels around Italy, with a dash of English eccentricity and a sprinkling of Disco

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can also be found in its properties in Edinburgh and Manchester. COUNTER King’s Wardrobe marks the brand’s debut in London. By day, it showcases locally-sourced, seasonal ingredients, along with artisanal pastries and a menu of delectable light bites. nativeplaces.com

fabulousness, Broadwick Soho is a feast for the senses that blends glamour and comfort in equal measure. The eclectic range of restaurants and bars within Broadwick Soho also offer something unique for every time of day and for every occasion. broadwicksoho.com

VENUE FOCUS

Wilderness

oinciding with its celebration of pioneering four decades of conservation tourism across the continent, Wilderness has proudly introduced its enhanced impact strategy, which focuses on building conservation economies – collaborative ecosystems that empower local communities, educate children, and protect humans and wildlife from threats to their shared existence. Today, Wilderness helps protect 2.3 million hectares of land, and its vision is to double this by 2030, and then double it again. In order to channel its conservation and hospitality business as a force for lasting, positive change, Wilderness has introduced a new impact strategy focusing on three key pillars: Educate, Empower, and Protect. This impact strategy recognises that Wilderness’ influence stretches over a number of spheres, which start from our camps and concessions, and expand to larger regions and entire countries – and hopefully, through new carbon sequestration initiatives, to have a global impact. Wilderness has also adopted its own Theory of Change framework to measure the results from its impact efforts, ensuring that it is always working towards meaningful and intentional outcomes. This framework also allows Wilderness to modify and adapt approaches as it learns more about these results. wildernessdestinations.com

The Store

he Store, Oxford, will launch in 2024. Located on Broad Street, in the heart of the city, The Store sits in the building of the historic department store and Oxford institution, Boswells. Reimagined as a hotel, restaurant, rooftop bar, co-working bar, and spa, The Store, delivered by Reef Group and EQ Group, will present a labyrinth of spaces to discover and explore. The expert hospitality team at EQ are looking to delight guests with a sense of curiosity and wonder, reflecting the rich heritage of the building’s former life. Arranged over seven floors, the interior design has been informed by the heritage of the two distinct buildings that make up The Store. Both buildings have a distinct architectural language that runs throughout the refurbished and extended spaces. The 101 rooms are spread across the two interconnected buildings, with six district design typologies, some with plush velvet headboards, panelled walls, and bold art deco features, others with leafy courtyard views, a muted palette and textures that comfort and cocoon. Bringing the rich tapestry of Oxford into the space, bespoke patterns and furniture echo the tiles and patterns of the rooftops or follow the line of the city’s “dreaming spires” to offer uninterrupted views. thestoreoxford.com www.thehotelmagazine.co.uk

VENUE FOCUS

Patmos Aktis Suites & Spa

xpected to open in summer 2024, Patmos Aktis, a Luxury Collection Resort & Spa, Greece will bring The Luxury Collection to the peaceful island of Patmos. Drawing inspiration from the island’s rich heritage, Patmos Aktis, a Luxury Collection Resort & Spa, Greece is slated to offer a tranquil, timeless escape located in the serene beauty of Grikos Bay. Reimagined by Stylianidis Vaggelis Architects and Anastassiadis Architecture & Design, renovations are expected to

Zedwell Greenwich

riterion Hospitality recently announced the opening of Zedwell Greenwich, the third hotel dedicated to sleep and wellbeing in the Zedwell Hotels collection. Housed in the iconic glass structure of Cavatina Point and along the Greenwich Creekside, Zedwell Greenwich has been designed using state-of-theart architectural insulation to provide the hotel brand’s signature windowless sleep concept. Following the same principles as Zedwell Piccadilly and Zedwell Tottenham Court Road (London’s first underground hotel), Zedwell Greenwich has been designed with psychologists and sleep specialists to support sleep, positive wellbeing and sustainability. Located amidst the storied surroundings of London’s historic maritime district and close to the world-famous Cutty Sark, Zedwell Creekside’s unique triangular and shard-like all-glass structure pays homage to the area’s rich shipping heritage, and stands out as a beacon of modern architecture along the Greenwich Creekside skyline. The new hotel is home to 96 cocoons for up to two guests and despite its sheer glass exterior, Zedwell

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include all 56 guestrooms, suites and villas, with additional guestrooms to be added on in 2025, a signature restaurant serving local island delicacies with a contemporary twist, and a bar and terrace with breathtaking bay views. Fringed with traditional fishing villages and secluded coves, the rugged coastline of Patmos offers the ultimate setting for complete relaxation, fostering a deep connection with the sea and the surrounding natural beauty of the island. patmosaktis.gr

Greenwich maintains its distraction free and windowless experience for guests. Echoing Zedwell’s commitment to positive wellbeing, décor at Zedwell Greenwich draws inspiration from the elements of air and water. zedwellgreenwich.com

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FOOD AND DRINK

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FOOD AND DRINK

FOOD FOR THOUGHT We leant on industry experts to find out how hosting gastronomic events within a hotel, featuring renowned chefs, specialty cuisines, wine pairings and unique culinary experiences can help appeal to a wider audience.

ood and beverage offerings are often the beating heart of any overnight stay venue, even more so since the global pandemic, with consumers still pining for memorable experiences when venturing out. By strategically planning and executing culinary events with diverse, engaging and innovative elements, hotels can elevate their appeal and capture the interest of a broader audience, ultimately enhancing their overall guest experience. Kent’s The Cave Hotel and Golf Resort offers guests a

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culinary adventure with their exclusive “A Day in the Life of a Pitmaster” experience, a sensational journey into the heart of barbecue mastery. Following the success of this year’s first ever trial run, which featured eight events at £150 per person, due to overwhelming demand, the venue has decided to extend the unique opportunity into 2024, with exciting enhancements and themed events, including Father’s Day. Perfectly aligned with the venue’s ethos and unique selling point, the event is hosted within a genuine working smoker environment. Sarah Newman, Executive Assistant

FOOD AND DRINK Image © QuornPro

to The Cave’s CEO and Kayleigh Wild, Sales & Marketing contact for Cave Hotel and Golf Resort, said: “Guests can picture themselves immersed in the intricacies of smoking meats, experimenting with rubs, and uncovering the secrets of slow-cooking perfection. This is not just a class; it’s a once-in-a-lifetime opportunity to witness, and partake in, the magic of barbecue. “Moreover, our participants have the privilege of learning directly from our esteemed Group Executive Chef, John Bingley, and the maestro Pitmaster, Andy Gainey. With a combined experience of over 30 years, they bring their expertise to the forefront, showcasing creativity, skills and a passion for barbecue that is truly infectious.” Paul Jennings, Head of Culinary at QuornPro, sees that taste is the key consideration for diners, and that this is increasingly important in the current climate, with eating out becoming much more of a luxury than previously: “Menus need to have a variety of protein options that taste, sound and look amazing. “Vegan and vegetarian menu choices are no exception to this. QuornPro’s range of foodservice products provide chefs with endless opportunities to create exciting menus that push boundaries,” added Paul. As a brand, Quorn has always had an ambition to do more than provide tasty, nutritional and sustainable menu

choices. Driven by its culinary ambition to be best in class, the brand is working with its foodservice partners to inspire the future of protein on plates. Paul said: “Protein plays a huge role in making up the components of a meal, and it is an ingredient that has typically been linked to meat and fish. We want to show chefs that there’s another option.” Someone who is no stranger to on-site gastronomic events is Nicholas Heaviside, Complex Director of Food and Beverage at Le Meridien Dubai Hotel and Conference Centre. Having earned its formidable reputation as one of the city’s trendsetters, Yalumba at Le Meridien Dubai Hotel and Conference Centre recently brought back its heritage Brunchology ‘Bolli brunch’. Nicholas said: “Staying true to its vintage heritage that it launched with, almost 17 years ago, the recently relaunched Brunchology serves up its nostalgic experience with a brand-new luxe look and sophisticated vibe. “Arguably, Brunchology is the OG concept that introduced brunch as it is known today in Dubai. The demand for its comeback saw us relaunching in November of 2023, and the response has been one of love for the nostalgia that comes with attending the ‘Bolli brunch’.” Hosting these themed gastronomic events massively helps to set hotels apart from competitors and, with www.thehotelmagazine.co.uk

FOOD AND DRINK

the city of Dubai full of restaurant options, Nicholas understands that Le Meridien Dubai Hotel and Conference Centre needs to keep abreast of competition. He said: “Creating unique experiences, when people dine in any of our 17 outlets, is where we can strengthen our restaurant offerings. “All hotels offer some sort of standard of service and food, but you don’t last for as long as we have with just a standard level service. What sets us apart from the rest is the human, emotional service we provide. Layering this with a diverse and memorable culinary experiences is the perfect recipe.” Cathryn Bell, Head Sommelier at The Grove of Narbeth (part of the Seren collection), thinks, ironically, that a hotel’s gastronomic offering can sometimes be obscured, and seemingly segregated, from its target audience, by virtue of it being seen as an in-house and exclusive entity which is not otherwise available as a “non-resident” experience. Cathryn explained: “To be a non-resident is fleeting, but to come as a hotel guest might feel like an ‘eggs in one basket’ experience of commitment to the hotel’s in-house talent and hospitality. “Hosting gastronomic events, such as guest chefs’ nights, is a brilliant way of overtly opening the door to everyone, to allow them to experience our in-house talents, alongside external entities and to create a standalone space for a dining experience that is special and unique. Within Seren, we are also incredibly lucky to have four different venues, each with their own Head Chefs who have unique

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gastronomic offerings. By mixing these elements together, we can showcase all of our gastronomic talent to everyone, and hopefully inspire trust and intrigue for potential guests to then experience the rest of the hospitality that we have to offer.” Introducing on-site sommeliers can help a venue stand out in what is an exceptionally competitive market. Staying in a hotel as a guest is to gain an experience of comfort and hospitality, it’s an ‘other’ experience, a treat, maybe an indulgence, most often an escape, and enjoying wine and, drink and food is part of that. Cathryn revealed how she sometimes finds that a hotel offers the guests a different context to enjoy wine in perhaps it’s not something they would normally do at home of a Thursday evening, but they will do it in this different context of their stay in the hotel: “This means that, sometimes, the stakes can be quite high for that hotel wine experience for them – it needs to be good and it needs to not feel risky or out of their depth or intimidating – we want our guests to feel at home and that they’ve made the right choice in choosing us for their stay. That’s when the in-house sommeliers come in: we can create that rapport and gain their trust in making the right recommendations for them, and giving them a wine experience that fulfils, and hopefully exceeds their expectations. “We can sustain and nurture that experience for them throughout the different contexts of their stay, and they will realise that staying with us means that we’re invested in delivering a hospitality experience that is unique to

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FOOD AND DRINK

them, based on trust and professionalism,” said Cathryn. As a sommelier, Cathryn can be part of the guest’s food and beverage experience from the moment they check in - as she’s settling them in with arrival drinks, to quiet drinks in the afternoon, bringing champagne to the room, wine at dinner and sometimes even for that Bloody Mary the morning after! Cathryn understands that this adds an incredibly personal element to a guest’s stay. In order to be completely effective, the work of a sommelier needs to be appropriately marketed to its target audience and Cathryn believes that hotels need to highlight, and draw attention to, the sommeliers as the guest’s “in-house buddies”, as it were. “It needs to be conveyed that there is someone there whose role it is to make personal experiences for the guests when it comes to food and drink in the hotel,” added Cathryn. The sommelier team is there to remember what cocktail a guest likes before dinner, what garnish they like in their soft drinks, what temperature their white wine is preferred, and even if they prefer to drink lager out of a wine glass. It’s a personal experience, and it should be a personable service relationship, and that can start by putting a name to a face and a profiling of the sommelier that is human and relatable. Cathryn noted that the role of a sommelier is fun and constantly evolving: “We’re constantly developing and

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honing our beverage offering, and we’re always in the kitchen working with the chefs, tying the elements of food and drink together. That bit is real and human and relatable, and should be showcased, instead of the image of a stiff sommelier walking around the restaurant holding a white napkin and a grudge, or cross-examining a glass of wine under the lamp light.” Winner of Young Chef Young Waiter competition, and Head Waitress at The Grove of Narberth, Tilly Morris, believes that a successful gastronomic event within a hotel combines exceptional food with a well-planned and executed experience for your guests. “Planning the menu and service, and collaborating with a highly skilled chef will ensure a memorable experience. An amazing guest experience involves a combination of attention to detail, genuine engagement from staff, and a commitment to continuous improvement. “I believe the personality of staff plays the most crucial role, because it directly influences building positive guest connections. A friendly and approachable team creates a warm atmosphere, making guests feel comfortable and valued from the moment they arrive,” added Tilly. The key is to be innovative, offer excellent quality and consistently provide unique experiences that guests will remember and share, ultimately contributing to the overall reputation and success of your hotel’s food and beverage services.

CHEF PROFILE

PASSIONATELY HUNGRY Delving deep into career growth within the world of hospitality, and how in order to excel you don’t always have to move on, we share an incredibly humbling profile on 26 year-old chef at Hotel Chais Monnet & Spa, Mathis Debize, as he reveals all on climbing the ranks and making a name for himself as a chef.

evealing that his culinary aspirations revolve around satisfying the hotel’s clientele and perpetuating a culinary tradition that’s fading, Mathis Debize explained that his passion for food has come from within: “I am the youngest of three siblings and the only one connected to the culinary world, as no other family member comes from the restaurant industry.” Originally from Lyon, Mathis has spent a significant part of his life in the South West region of France, and believes his abundance of travel, whether within his home country or abroad, is what influences and inspires his cuisine, especially in sourcing local products that don’t negatively impact agriculture. As the Chef at Hotel Chais Monnet & Spa, Mathis’ role encompasses managing the gastronomic restaurant “Les Foudres” within the hotel and overseeing ¨La Distilerie”, the on-site contemporary brewery. Mathis told us how the position involves menu creation for both restaurants, managing the culinary teams and developing the hotel’s image across each outlet. After starting at the venue as the Sous Chef, Mathis has climbed the ranks to achieve the role of Chef, and his aim now is to weave a coherent narrative between the hotel’s two restaurants, the ingredients used, management practices, sauces and more, allowing guests to feel at home throughout their entire stay. The culinary journey of Mathis began aged 15, when he secured an apprenticeship at Logis de la Cadenne, obtaining a BEP bac pro. Following the qualification, Mathis moved to Bocuse, in Lyon, where he enjoyed positions in Michelin-starred restaurants (Tetedoie *, Les Belles Perdrix *, Le Gabriel *) and luxury hospitality (Chateau de la Messardière). After also exploring Indonesian cuisine and culture while traveling though Indonesia, Mathis joined Les Foudres in

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CHEF PROFILE

early 2021, with Marc Antoine Lepage and Paolo Boscaro. Mathis fondly recalled his journey at the venue so far, and said: “In 2023, due to personal growth, and with the support of the management team, I acquired the role of Chef des Foudres.” We asked Mathis about his tips for professionals in hospitality looking to grow through the ranks at a specific venue, and he believes this comes down to believing in a company’s objectives: “My advice is to remain loyal to the company, dedicate substantial personal effort, and consistently train the team members who join over time. It’s primarily a team effort, much like in sports. “Daily self-assessment, acknowledging mistakes, embracing evolution, seeking improvements and future prospects, and effective communication are, in my opinion, key elements for success.” Regarding dishes appreciated by guests at Hotel Chais Monnet, Mathis told us how it varies by restaurant. At the distillery, the smoked sturgeon with egg and potatoes is a comforting, flavorsome dish, appreciated for its simplicity.

At Les Foudres *, the catch of the day fish is a frequent choice, and he focuses on fish preparation techniques (salting, drying) and the sauce, creating a deceptively simple plate: “My personal touch ultimately reflects my past experiences - taste, simplicity, generosity and the joy of sharing. “Each dish I create and prepare with my team is crafted for our guests, tailored to the specific ambience of each dining area. The brasserie offers fresh, quality products with good sauces, avoiding overly complex techniques or dish descriptions. In contrast, Les Foudres represents our pursuit of culinary excellence, attracting clients seeking unique experiences not replicable at home or elsewhere in the vicinity. As the only Michelin-starred establishment in Cognac, it serves as our hallmark, and we work daily to uphold it and possibly enhance it in the future.” With such a fantastic career on his shoulders already, we look forward to seeing what’s next for Mathis. @hotelchaismonnetandspa www.thehotelmagazine.co.uk

FOOD AND DRINK – VENUE PROFILE

THE MADRID EDITION, OROYA Dubbed as the capital’s hottest Peruvian bar, restaurant and terrace, we share an exclusive interview with Danitza Alpaca, Head Chef at The Madrid EDITION’s Oroya to find out how the venue works to position itself as a leader in Spain’s hospitality space.

Tell us about the idea behind Oroya and the plan to ensure it stood out as part of a hotel with a range of F&B outlets?

One of our main objectives at Oroya is to showcase gastronomy that best represents the history, culture and flavours of Peru. The idea is to showcase our methods and variants of our food using traditional techniques and recipes that are not recognised outside the borders of Peru. At Oroya we continue to maintain the standard of luxury, creativity and sophistication EDITION is known for. There’s no better team to work with that offers such amazing Peruvian gastronomy like Oroya inside such a major hotel like The Madrid EDITION.

Oroya is unique in that it offers fantastic food but also a stunning setting on the rooftop, how are these elements worked successfully into Oroya’s marketing strategy? The setting at Oroya gives our guests an unparalleled

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experience, not only do we have a spectacular green-house like indoor space, we also have an expansive terrace, with climbing plants and colourful patterns so we ensure images of this front our social platforms. In the evening, the colourful interiors combined with low lighting, creates a unique setting, perfect for all types of gatherings. From a casual get together with friends and family, to celebratory occasions such as birthdays, anniversaries and more – the space speaks for itself.

How is the Peruvian influence brought to life through the serves at Oroya?

Oroya features all the aspects of life and influence of Peruvian cuisine presented in its colours, recipes and traditional techniques used, with the deep and pronounced flavours telling its’ history. The mixology at Oroya offers versatility with a Pisco base offering, along with additional spirits. In our restaurant, we provide a combination of an authentic, genuine, and warm service paired with great

FOOD AND DRINK – VENUE PROFILE

“The restaurant´s lush and groomed landscaping make guests feel as if they are in Peru.” music, incredible flavours and bold colours, providing a unique and memorable experience for our guests.

Why did you choose to opt for sharing plates and how does this contribute to a heightened guest experience? The format of sharing plates offers our guests a social environment where cocktails and cuisine co-exist. We can showcase a variety of our dishes and extensive seasonal cocktail offering, taking guests on a culinary journey through Peru, in a casual yet elegant dining setting. This format also portrays an important cultural part of Peruvian gastronomy, where sharing plates is very common. The restaurant´s lush and groomed landscaping make guests feel as if they are in

Peru. The abundance of greenery provides a yearly warm and comforting oasis even in the coldest of winter days. The outdoor terrace also has spectacular views above the rooftops of the city and not only provides our guests with these incredible views but also a sense of privacy as they are cocooned in the garden in the center of a major city.

What’s next for Oroya?

Oroya will continue to grow, maintaining the high standards and the authentic and traditional methods we’re known for. Oroya will constantly be evolving with the changes of the world, pushing for a brighter and sustainable future. @oroyamadrid www.thehotelmagazine.co.uk

FOOD AND DRINK – VENUE PROFILE

THE OLD CROWN COACHING INN After recently being awarded two AA Rosettes for culinary excellence, we caught up with Sebastiaan Evans, Hotel Manager and Director of The Old Crown Coaching Inn in Faringdon to find out how the venue worked to achieve this status along with how they plan to keep on flourishing.

Please introduce The Old Crown Coaching Inn and tell us about the venue

Our establishment is a distinguished four-star hotel and fine-dining restaurant, housed in a magnificent building that spans centuries of history. With parts originally constructed in the 13th century, The Old Crown Coaching Inn has played host to notable figures such as Oliver Cromwell. Preserving this rich history is at the forefront of our mission, ensuring that The Old Crown Coaching Inn remains a vibrant destination where guests can enjoy exceptional fine-dining and luxurious hotel accommodations.

With consumers looking for memorable experiences post-pandemic at overnight stay venues, how have you navigated this tendency? We have proactively adapted to meet these desires.

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Recognising the importance of creating lasting impressions, we’ve strategically enhanced both our culinary offerings and overall guest experience. In terms of our menu, we’ve undergone a thoughtful revamp to ensure it aligns with contemporary preferences while preserving the essence of our fine-dining tradition. We’ve introduced innovative dishes that not only showcase culinary excellence but also cater to diverse tastes and dietary preferences. Emphasising locally sourced, fresh ingredients has become a cornerstone of our updated menu, providing guests with a delightful and authentic dining experience. Moreover, we understand that our guests have varied preferences, and to accommodate this, we have introduced a Hotel Classic Menu available in our Crown Bar. This menu offers a more traditional ‘pub’ experience, allowing guests

FOOD AND DRINK – VENUE PROFILE

to enjoy classic British favourites such as fish & chips or sausages and mash, all in the warm ambiance of our inviting fireplace. Furthermore, we’ve invested in immersive experiences to elevate our guests’ stay. Whether it’s themed dining events, curated tasting menus, or unique culinary collaborations, we’re committed to offering more than just a meal – we’re providing an unforgettable journey for the senses. In the realm of accommodations, we’ve introduced personalised amenities and services that enhance the overall stay, from bespoke room experiences to tailored packages that cater to specific preferences. The goal is to go beyond traditional hospitality and create a holistic, memorable experience for every guest.

The Old Crown Coaching Inn has been awarded two rosettes by the AA Guide, as well as a 4* rating for the hotel, how have these accolades contributed to the venue’s success?

The prestigious recognition bestowed upon The Old Crown Coaching Inn, including two rosettes by the AA Guide and a 4-star rating for the hotel, has played a pivotal role in enhancing the venue’s success in several ways. First and foremost, these accolades serve as a testament to the commitment to excellence that defines our establishment. The AA Guide’s award of two rosettes signifies a commendation for the culinary prowess of our fine-dining restaurant. It acknowledges the dedication of our culinary team in delivering a high standard of gastronomic experience, further solidifying The Old Crown Coaching Inn as a destination for exceptional dining. Simultaneously, the 4-star rating for the hotel underscores the commitment to providing a luxurious and comfortable stay for our guests. This recognition from the AA Guide reflects the quality of our accommodations, service, and overall guest experience. It instils confidence in potential guests, assuring them of a high standard of hospitality and amenities during their stay. Moreover, these accolades contribute significantly to our visibility and reputation within the hospitality industry. They act as a mark of distinction, setting us apart in a competitive market and attracting discerning guests who actively seek out venues with a proven track record of excellence.

How do you use these accolades as a successful part of your marketing strategy?

Leveraging the accolades from the AA Guide, including two rosettes for our fine-dining restaurant and a 4-star rating for our hotel, is an integral and successful component of our marketing strategy at The Old Crown Coaching Inn. Here’s how we strategically utilise these accolades: We prominently showcase the AA Guide’s accolades on our website, social media channels, and in various marketing materials. Placing these distinctions prominently signals to potential guests that our establishment has received industry recognition for both culinary excellence and top-tier accommodations. We also incorporate the AA Guide’s rosettes and star rating into our branding, creating a visual identity that communicates a commitment to quality and excellence. This consistent branding reinforces our reputation and helps establish our venue as a premium choice for dining and accommodation. We optimise our online presence by featuring the accolades in digital marketing campaigns, email newsletters, and online advertisements. We leverage the accolades in press releases and public relations efforts, sharing the news with local and industry media. This helps to generate positive coverage and further establishes The Old Crown Coaching Inn as a noteworthy destination. The accolades open doors for collaborations and partnerships within the hospitality and culinary industries. By highlighting these recognitions, we can attract likeminded partners who share our commitment to excellence, leading to mutually beneficial arrangements and joint marketing efforts. Creating special promotions or packages that emphasise the award-winning aspects of our venue is important to us. For example, we might offer a “Rosette Dining Experience” or a “Four-Star Getaway” package, enticing guests to experience the elevated offerings that earned us these accolades. Finally, we encourage guests to share their experiences online, particularly focusing on the aspects that align with the awarded rosettes and star rating. @theoldcrowncoachinginn www.thehotelmagazine.co.uk

SPONSORED

AI FOR HOSPITALITY Nadine Böttcher, Head of Product Innovation at Lighthouse, takes a deep dive into how AI will affect the hospitality sector. Personalisation

Personalisation is vital for guest journeys, from enhancing satisfaction to fostering loyalty. Generative AI represents a turning point in how guests plan, book and experience holidays. Traditionally, guests navigate research-intensive planning, using booking websites, hotel comparisons and price evaluations before making a reservation. Soon, they may be able to curate their trip through a chat interface, when coupled with automation and connectivity to booking systems. This introduces a new set of content optimisation principles, allowing hotels to appear in searches based on amenities, location, audience and pricing. Consequently, hotels may find themselves compelled to clearly define their concept and target demographic.

Seamless Experiences

Companies like Air Canada are revolutionising travel by making queues obsolete. Digital IDs and Biometric Facial Comparison Technology are spearheading the elimination of travel hassles. This could revolutionise hotel experiences, from check-in and paying for services, without the need for passports, room keys, or manual check-offs. Although this technology is emerging, it has potential to restore genuine hospitality in hotels, reducing the need for identity verification and enhancing the overall guest experience.

Unprecedented Efficiencies

The post-pandemic era has caused significant labour shortages. However, strategic implementation of AI offers a solution for automating tasks, reducing the burden on staff. Key applications include managing guest communications through chatbots, automating responses to reviews, and crafting content for marketing campaigns. The rise of AI is likely to spawn a new breed of specialists. This shift promises to reshape the hospitality landscape, offering unparalleled efficiencies at scale.

Accessibility to Expertise

Hotels lack resources to employ specialised experts in every aspect of operations. However, with guests becoming

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increasingly discerning, the need for expertise is imperative, but AI offers a transformative solution. AI brings unique opportunities as specialised GTPs emerge that can be queried for suitable strategies with specificities from hotel type, market to operational challenges. If paired with the right data sets, we will see an impact on revenue strategy compared to traditional price recommendation algorithms. Revenue managers will be able to seize every revenue opportunity automatically, as pricing adjusts in real-time with AI driven recommendations

The Rise Of The Creative Hotelier

The hotel battles with a reputation for long working hours, tedious tasks, and little career growth potential. As AI emerges and takes on routine tasks, hoteliers can foster a new generation of creative hosts where roles are centred around high-value-add guest interaction, strategic interdepartmental collaboration and a higher degree of ownership. www.mylighthouse.com

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CONTROLLING COSTS As one of the UK’s leading providers of CAFM software, Ostara Systems are focused on what clients are looking to achieve with regards to managing their maintenance. For most clients, this takes the form of cost control, which Ostara does for clients such as Whitbread (Premier Inns) and their restaurants, and Admiral Taverns. In this exclusive editorial, we find out more about the opportunities Ostara Systems offers to a hotel business.

irst and foremost, controlling client maintenance spend can be done in different ways. Crucially, the Ostara System has been designed to ensure that it establishes a culture of only paying for work done. The process aims to promote a trusted and fair relationship between clients and contractors. To ensure an accurate reflection of time on site, Ostara offers a mobile app that has the ability to validate an engineers’ location. In the past few years, Ostara have introduced a proprietary Bluetooth technology, providing more accurate reporting, and removing the need for staff intervention at site. Further cost control for clients has been identified through the option to remove the fixed cost uplift processes and fixed cost quotes. These have been replaced by new functionality that uses estimates derived from preagreed rates and time on-site, parts quoted and any other miscellaneous costs. This then acts as a ‘ceiling’ for costs, rather than the fixed amount the contractor can invoice for. Ostara identified the need for clients to create bespoke authorisation rules, as no two clients are the same. Therefore, this has been designed with flexibility in mind, allowing for single or hierarchical structures, based on a range of conditions. The Ostara System features an automated invoice validation process. By calculating the cost of each part of a job, and asking contractors to breakdown these costs as part of their invoice submission, the Ostara System is able to approve invoices where the costs submitted match the calculated agreed costs, which leaves a smaller list of invoices for manual review, thereby reducing the burden of invoice review.

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One of the key advantages of CAFM Systems is the ability to systemise and reduce client administrative input. Ostara have designed a built-in auditing process that allows invoices, as an example, to be audited based on specific criteria chosen by the client, and a defined sample size. Ostara have learnt that the more people involved in the maintenance process the better, so developed a self-service portal that site users can log into. Users can raise jobs, and monitor their existing jobs with intuitive dashboards. All email chases and notes can be done through the system, resulting in clear job history in one place. www.ostarasystems.com

GUEST EXPERIENCE

HITTING THE RIGHT NOTE In a hugely insightful interview with Harry Jones - Sonos Sound Experience Engineer, we look at Sonos’ progressive design and how innovative audio can elevate hotel bedrooms in line with guest experiences.

Unforgettable hotel experiences are ones that evoke all five of a human’s senses, with particular focus on hearing – tell us how Sonos works in line with this, through their offerings fitting into a hotel.

Sonos strives to create sound experiences that satisfy the ever changing needs of customers. Listeners are turning to sound with more intention as a means of self-care, release and enjoyment because quality time is a gift we all value. Whether a short-break or extended stay, hotel experiences play a big part in how we perceive the feelings of being comfortable, relaxed and rejuvenated. We know that music can be the key to reducing stress, improving productivity and

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feeling more connected to one another and our environment, so our products are driven and inspired by innovations that can transform the way we listen, ultimately helping us feel more from the content we love no matter where we are. We have a portfolio of products that serve a wide range of demands, and can be categorised as Home Theatre, All-In-One, Portables and Components. Our All-In-One speakers Era 100, Era 300 (with spatial audio) and Five are specifically designed for music, radio, audiobooks and more to sound great, elevating everyday listening. They can be used as single units or paired together to work in stereo sound - any of these would suit a single/double room or larger suite that has more than one room. The Portables

GUEST EXPERIENCE

range consists of Roam and Move2, these are designed for when you’re on the go - travelling or simply wanting to extend the music from your indoor sound system to outdoors (these are perfect if you’re sat on a large hotel balcony having breakfast or in a hotel suite with a private pool and want to relax and unwind with your music of choice). Our Home Theatre speakers Arc & Beam-Gen 2 are designed to work as ‘stand alones’ with the TV providing bigger and better audio for movies and entertainment in any type of hotel room (and when a soundbar is paired with 2x Era 100’s for surround sound or 2x Era 300’s for immersive spatial audio this levels up your listening experience to new heights, feeling like the sound is all around you), and they’re also perfect for just playing music and other audio content. All of our speakers and soundbars have built-in microphones that can be controlled by Sonos Voice, which is focused purely on serving up the music guests request and love in their room - it’s not a general purpose voice assistant so only delivers the music and Sonos app experience such as playing selected favourites from Sonos Radio genre stations or preferred tracks or playlists from over 100 music streaming services. Finally, our components such as Amp and Port along with Sonos Architectural offer a more bespoke, alternative way of audio streaming when integrating Sonos with other pieces of equipment such as

passive speakers that are built into the walls or ceilings. For those looking for extra personal touches in a hotel room, you can hook these up with turntables so guests can play vinyl in their hotel suite.

It can be difficult to get the balance right between providing the answer to sound whilst doing it in an aesthetically pleasing way and not disrupting the overall design of a hotel room. How does Sonos ensure its products are not only high-quality in order to serve a purpose, but that they look sleek too? At Sonos we believe great sound should be an integral part of any living space, and our speakers have always been designed to blend into an environment that supports personal and shared entertainment. We know that when you listen better, you live better, so we’ve always held a close interest in interior design and how this impacts the form factor of our speakers as well as the audio output. Built by Sonos from the ground-up, every element of our products are carefully considered by a team of people who come together to make a vision a reality, flexing its design, hardware, software, and acoustic engineering muscle. In striking a balance between an elegant product design and engineering, colour is also carefully developed across a blend of materials to create a compelling www.thehotelmagazine.co.uk

GUEST EXPERIENCE

cohesion of elegance and durability. Our design language is premium but timeless, keeping the everyday interaction simple and surprising whilst it blends beautifully within a styled home or hotel room. Most Sonos speakers are designed to be placed on a shelf, or sideboard, but all Sonos speakers come in white or black so they can easily blend into whatever the decor of a space. We also have Sonos Architectural speakers which are designed to be painted and built directly into the walls and ceilings for a completely discreet hotel option. We also recognise that our speakers have to adapt to many acoustic environments, some more challenging than others and that’s why we invented our feature Trueplay, an audio calibration feature made easy for guests/hoteliers to tune their speakers, automatically optimising the best possible sound experience for any space or speaker orientation. All Sonos products are meticulously designed and tested in association with renowned music producers, mixers and artists, ensuring they deliver brilliant sound that preserves the emotional intent of their music.

Tell us about the process of designing the Sonos range for audio and film/TV content. Our commitment to innovation is stronger than ever as we forge ahead with new premium offerings, raising industry standards through bold ideas and lasting commitments. Sonos speakers have been designed to strike a perfect balance between design, acoustics, and software to ensure customers can experience brilliant sound for all their favourite music, TV, and more. We leverage our expertise in acoustic and software engineering to create smart,

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adaptive audio that transforms whatever you’re listening to and watching. The Sonos sound experience team led by renowned producer Giles Martin, collaborates with awardwinning creators from the music and film industries to ensure that the sound that comes out of our speakers, into your rooms truly reflects the creator’s intent. What was once a technology designed for the cinema, Dolby Atmos is now making our everyday listening experiences way more immersive. We’re seeing an upward trend in the music and film industry mixing content in Dolby Atmos, and streaming services adding support for spatial audio. Over the years we have introduced new innovations in sound and design; at the premium end of Sonos’ home theatre line-up we have Arc, the smart soundbar featuring rich, Dolby Atmos spatial experiences with vivid detail and impressive bass designed to immerse listeners in entertainment and music. Alongside this we have Beam (Gen 2); all from the same acoustic architecture, hotel guests can experience panoramic sound delivering richer, more immersive sound audio with support for Dolby Atmos. As technology has evolved, the creation of movie soundtracks from mono to stereo, quad to 5.1 - 7.1 and now Dolby atmos, the at-home/personal experience has been catching up. In reality most people do not have the money or the space to recreate a cinema multiplex at home, however, as we see today, and look to the future, TVs are becoming much larger, so we can take advantage of elevating the sound of entertainment we watch in our personal spaces. We now have the technology to create cinematic experiences that make you feel more from

GUEST EXPERIENCE

the comfort of your own room, hotel guests can now feel like they’re in the heart of the action, they will feel the adrenaline of fast moving sequences, the emotional resonance of intimate or dramatic moments, and the lingering suspense of a thrilling plot twist. When looking to escape for a few hours and get lost in a film, with Sonos, every note, explosion, and whisper is delivered with clear, balanced sound and powerful bass all delivered with precision, pulling viewers deeper into the story. Innovation is at the core of Sonos’ identity, both in the products we build and the culture that fuels them.

again at the premium end of soundbars with Arc, a product that encapsulates the best of Sonos - and reflects the evolving demands of our customer. With both Era 100 and 300, we brought the out loud Atmos experience to a new level in both music and home cinema. Adding two Era 100s or 300s to an Arc system is the best improvement you can make to an existing Sonos home theatre system, allowing guests to immerse fully in the experience.

We’ve seen post-pandemic how consumers are seeking entertainment-led, premium experiences wherever they are. Sonos can now support the idea of “Hollywood at Home” or “Hollywood in Hotel Room” through offering an immersive ‘theatre like audio’ – can you tell us about this?

For hoteliers I’m sure the focus is about creating the best experience for guests…and for guests it’s all about feeling like they’ve had the best experience at your hotel. So, the attention to detail that can be offered really does matter, and if you’re someone that does enjoy listening to music/ watching entertainment, especially in immersive formats, then having a premium system in your hotel room won’t go unnoticed. Quality audio can positively impact how a person responds to the content they’re consuming, their environment and who they’re with, so elevating the sound experience in a room will definitely add value to the space and the guest’s personal experience.

At Sonos we work tirelessly finding new ways to make immersive audio achievable for home theatre and music; striving for optimal sound experience. When we launched Beam, we set a new standard for the industry and created a category that didn’t yet exist at its price point and quickly became one of our most popular speakers, leading the category in many of the markets we operate in. We did it

As an expert, in your opinion, what are the main benefits for hoteliers when investing in highquality sound systems for their bedrooms?

sonos.com www.thehotelmagazine.co.uk

BUSINESS

A LOOK THROUGH THE YEARS As Edinburgh’s renowned Caledonian Hotel celebrated its 120th anniversary in December, we share an insightful piece delving into the venue’s history, learning how the hotel has changed with the times in order to stay recognised as a leader in the hospitality space.

When did The Caledonian open?

On December 21st 1903, The Caledonian Station Hotel opened its doors, heralding a new era of luxury and travel in Scotland, as the Caledonian Railway Company proudly announced its opening as part of the prominent Princes Street Station. The Princes Street Station was closed in 1965, and later demolished, leaving room for the hotel to expand and grow into the iconic Edinburgh landmark recognised by Edinburgh locals today. In 2000, the Caledonian Station Hotel was acquired by Hilton, and subsequently joined its luxury Waldorf Astoria brand in 2011. To this day, it is of great importance to our team to share the rich history of this former Victorian Railway hotel to all visitors who walk through our doors, telling its stories and preserving historical touches, widely celebrated throughout the hotel.

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With 2023 marking the venue’s 120-year anniversary, how has hospitality changed over the years and what has The Caledonian done to ensure it has always been a popular choice with consumers?

Above all, our team remains true to the heritage of the Caledonian, proudly sharing stories of its past and ensuring that its history continues to live on. Our team have become expert storytellers within our iconic property, and ensure that all visitors to the hotel become inspired by the timeless elegance and historical touches around every corner. As we draw closer to our 120th anniversary, we have now introduced a new History Tour of the hotel, allowing guests to discover and immerse themselves in our fascinating railway past. Now, more than ever, we feel that our guests are

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increasingly conscious about the social and environmental impacts of their stay, and are basing their choices around this. As a result, our hotel has created a number of ways in which guests can enjoy environmentally responsible travel and further connect with the Edinburgh community during their time with us. Some of these initiatives have included new sustainable Aesop bathroom amenities, locallysourced tasting menus and further connection with local partners, suppliers and charities. Guests are searching for new experiences and, more importantly, the opportunity to connect with the locality that surrounds them. We are consistently looking for new ways to introduce our guests to meaningful ways that they can connect themselves to our Scottish heritage and immerse themselves into the community around them. This has inspired our team to re-imagine our hotel experiences, encourage sustainable travel and embrace our local partnerships to offer our guests truly unique opportunities, all while celebrating and embracing our heritage. It is of our utmost priority that we can offer our guests an authentic Scottish experience and warm hospitality, and our home in Edinburgh has given us an incredible opportunity to do just that.

What key moments or visitors have contributed to the venue’s outstanding history, and how have these been used effectively in the hotel’s marketing strategy?

At Waldorf Astoria Edinburgh – The Caledonian, many of our favourite hotel features are those that have been preserved from the original Caledonian Railway Station. Beginning in

our hotel car park, guests are welcomed by the original iron gates of the Caledonian Railway. Following on to Peacock Alley, they discover our Historic Roll of Honour, found by our Concierge team in 2015, and listing 70 Caledonian Station Hotel employees who served in the First World War. Next to the scroll hangs the historic Hamilton and Inches Station clock, which to this day runs 5 minutes fast – once ensuring that guests would not miss their train. Ascending our Grand Staircase, guests will experiencethe original marble of The Caledonian Railway, which has recently been restored. Atop the staircase, guests will notice lowered staircase lamp posts – once lit by candlelight, and, alongside these, stained glass windows, which individually depict each station stop of the Caledonian Railway route. Our heritage has always inspired our team to create truly unique guest memories, and remains at the heart of our hotel. There are a number of ways in which we have incorporated our history into our guest experiences; these include our new historical hotel tours, sharing our stories with our guests on social media and developing new partnership experiences which celebrate our history. Throughout the Caledonian’s history, we have had the opportunity to welcome a number of celebrities, politicians and notable figures and royalty to visit the halls of the Caledonian, many memories of which can be viewed in Peacock Alley. 1953: In April of 1953, American Actor, Singer, Dancer and Director, Gene Kelly, could not resist performing a few impromptu steps from ‘Singing in the Rain’ up and down the hotel’s Grand Staircase. 1954: In March of 1954, Hollywood cowboy, Roy Rogers, and www.thehotelmagazine.co.uk

BUSINESS

his wife, Dale Evans, brought with them Roy’s famous white wonder horse ‘Trigger’, and infamously ascended the Grand Staircase together. 1966: In April of 1966, Richard Burton and Elizabeth Taylor stayed at the Caledonian during a break from filming The Taming of the Shrew. Born less than one mile from Fountainbridge, Sir Sean Connery also regularly made the ‘Caley’ his home, staying in what is now known as our Alexander Graham Bell Suite. From the 1960s, Bing Crosby also visited the hotel as part of the Edinburgh International Festival, and was the first hotel guest to request a refrigerator in his room.

Has the ethos of the venue always stayed the same during these 120 magnificent years of business?

In many ways, the ethos of the hotel has stayed consistent throughout the incredible 120 years of this property. Above all, we draw on our heritage, offering our guests a timeless elegance throughout our hotel, sharing warm Scottish hospitality and creating truly unforgettable moments. We have had the opportunity to be part of celebrations and milestones across a number of generations, and have connected with guests who now visit the hotel year after year, embracing Waldorf Astoria Edinburgh – The Caledonian as their ‘home-away-from-home’. Our team has significantly increased our internal actions

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and guest-facing initiatives to further promote sustainable travel, and a sustainable future for the hospitality industry. In addition to Hilton’s Travel with Purpose programme, promoting sustainable travel and paving the way to environmental change, our hotel team is passionate about implementing new and creative sustainable initiatives, and have connected with a number of partners and charities in our community to further support those that surround us in Edinburgh. We are also incredibly proud to share that our hotel is now also a Silver Certified hotel for Green Tourism. We pride ourselves on connecting with, and supporting, our local community. Throughout recent years, we have strived to become significantly involved within the community, creating a number of charitable donation opportunities, both for our team to partake in, and also offering this to visiting groups of the hotel and our guests. Not only does our team create monthly food and clothing donations, we also offer large hotel groups the opportunity to offset their travel and meeting impacts and take part in local destination activities, and we have incorporated this into our guest amenity program.

How has the venue and its team worked in line with demands such as sustainability, wellness and technology? We are so fortunate to have an incredibly dedicated and

BUSINESS

“We feel that our guests are increasingly conscious about the social and environmental impacts of their stay.” hard-working team at our hotel, who work closely together to implement new and creative offerings, as well as adopt new ways of thinking about our approach to sustainability. We have continued to incorporate charitable initiatives into our hotel experiences, food and beverage partnerships, and furthered our community support and donations generated by our hotel’s Sustainability Committee, including support of British Red Cross, Citadel Youth Centre, Leith Collective and Smartworks. During 2023, our hotel team has donated 490 kg of clothing to local charities and dedicated 88 hours of their time in support of our Edinburgh community. Examples of this are volunteering as a youth rugby coach, gathering litter in nearby green spaces, and organising a food and clothing drive for a local homeless charity. In recent years, our team has noticed an increasing desire for immersive wellbeing experiences amongst our hotel guests. In 2021, our hotel spa was rebranded to a new Waldorf Astoria Spa, significantly increasing our wellness offering at the hotel, and allowing us to align with two incredible wellness partners; 111SKIN and Ground Wellbeing. This has given our team an incredible opportunity to enhance our spa experience, create a selection of signature wellness treatments, and truly align

our wellness goals to those of our guests. Most recently, we have further incorporated wellness into our guest rooms, collaborating with Fable Yoga to include a personal yoga mat and block in each room, as well as digital yoga practices available for guests to enjoy during their time with us. Within our restaurants, we have implemented a number sustainable offerings, most recently including Grazing by Mark Greenaway’s 100 Mile Tasting Menu, further supporting local suppliers and sharing Scotland’s local and seasonal flavours with our guests. Dedicated to hyper-local sourcing and Scottish ingredients, guests visiting Dean Banks at the Pompadour also have the unique opportunity to offset their experience by planting a tree in a developing country. Moving further into a digital world, it has been increasingly important to ensure that our hotel has adapted to a new modern use of technology. A perfect example of this is the integration of the Hilton Honors app, allowing guests to check-in digitally, access all hotel information in one convenient place, and even request a digital key for their guestroom. @waedinburgh www.thehotelmagazine.co.uk

HOTEL OF THE MONTH

AN ICONIC DESTINATION In an exclusive interview with Simon Mahon, General Manager at York’s The Grand, we leave no stone unturned in finding out what makes the venue so incredibly distinguished, and how the team successfully navigate challenges.

he Grand, York, is an iconic destination combining timeless elegance and contemporary luxury. Nestled in the heart of York, one of England’s most historic and vibrant cities, the hotel offers an unrivalled experience for city breakers. Simon Mahon has been the General Manager at the hotel for over three years, where his exemplary leadership and commitment to excellence have propelled the hotel to new heights of success. Simon believes that one of the standout features of the hotel is its exceptional dining options. From the Michelin-recognised and 3 AA Rosette awarded restaurant, Legacy, where guests can savour a modern British and Yorkshire-inspired tasting menu, to the distinguished Rise Restaurant and Terrace Bar, awarded

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with an AA Rosette, where indulgent afternoon teas and locally sourced produce take centre stage. Simon revealed how the hotel also prides itself on a state-of-the-art cookery school, a culinary haven where aspiring chefs and food enthusiasts can embark on a journey of immersive learning and creativity: “With this wide culinary offering, foodies can indulge in a variety of gastronomic experiences.” The hotel boasts 207 magnificent bedrooms, from elegantly appointed rooms to opulent suites, each meticulously designed. Keeping up with the demands of the hotel space, the venue also includes a fitness centre, a tranquil spa offering rejuvenating treatments, and a dedicated concierge team. Speaking about all things inspirational, we were keen

HOTEL OF THE MONTH

to know if the city of York and its surrounding areas were a source of creativity for the venue’s design. Here, Simon told us that the building was originally built in 1906 as a ‘Palace of Business’ for the North Eastern Railway Company, which was then one of the richest companies in Britain, and the building is bursting with original features and architecture. “The original design was carried out jointly by William Bell, who produced the basic structural design, and Horace Field, who worked on the exterior embellishments and interior detail. It was decided that only the best materials should be used in the construction, despite the fact that the country was, at the time, in recession,” Simon added. In 2010, The Grand was restored to the splendour of its Edwardian heyday, a time when the railways were central to the life of the nation. Simon believes it is the hotel’s rich history and heritage which helps to appeal to multiple audiences far and wide, from local, national and international backgrounds. Simon explained that the on-site fine dining restaurant, Legacy, and its expertly designed interior pays homage to the pioneering spirit of the inspiring engineers and architects of York’s past: “The ironwork, original oak panelling and blueprint murals remind us of the legacy left by those who helped shape York’s rich history. Our Grade II listed building oozes with the individuality and age of Edwardian England,” said Simon. Speaking on the food and beverage outlet, we asked Simon how the team approaches creating the restaurant and bar menus and sourcing food and drink suppliers, to which he said: “Local produce is very important at The Grand. It is not enough to just mention Yorkshire, the chefs believe in building close relationships with local farmers and producers who provide the highest-quality ingredients. This is important as then they are able to delve deeper into the ingredients by asking the producers questions. “The kitchen team work alongside a number of incredible local businesses including Delifresh, Yorkshire Dales Butchers and Staal Smokehouse.”

Adopting sustainable initiatives within hotels is now essential in order to stand out from the crowd. The Grand is committed to reducing its environmental footprint and has implemented sustainable practices throughout its operations. For example, the hotel is striving to eliminate single-use plastics, utilises LED bulbs for energy efficiency, and offers a towel reuse program. Simon told us how The Grand also works alongside Velosophy to provide guests the opportunity to hire a bike during their stay. Velosophy uses recycled aluminium for their products and promotes a ‘one for one’ strategy where each bike purchased provides a bike to a schoolgirl in a developing country. The hotel also houses four rooftop beehives as part of a partnership with Bees Abroad: “This not only produces local honey for the hotel but also supports the Bees Abroad project, which works closely with communities to provide a sustainable, cost-effective, and ecologically friendly way for them to generate an income,” commented Simon. Speaking on the challenges he and the team have faced over the last year, specifically the rising cost of living, Simon revealed how this is affecting operational expenses and so, as a result, careful pricing is imperative. “There’s also a nationwide recruitment crisis within the hospitality sector, which is pushing hotels to focus on retaining staff. Supporting staff is of the utmost importance to The Grand and the senior team understands the significance of its employees and strives to create a supportive environment. As one of the Sunday Times’ 100 Best Places to Work, it’s clear we breed a culture that has our guests and our team’s best interests at heart. This has been well recognised on a national level, with The Grand being included within the prestigious Sunday Times Best Places to Work. “As well as retaining staff, The Grand is always looking to recruit quality staff. As part of this, the hotel work in partnership with local colleges to encourage young people into the hospitality industry, helping to futureproof the talent pipeline.” @thegrandyork www.thehotelmagazine.co.uk

TELEVISING

WATCH THIS SPACE How can the guest experience be elevated at a hotel through TV?

elevision has been a beloved medium for consumers for many years for several reasons; it offers a vast array of entertainment options, from scripted dramas and comedies to reality shows, documentaries, sports and more. It provides an easily accessible source of entertainment that caters to diverse tastes and preferences, and the act of tuning in to the television for the evening is actually a staple in many people’s daily routines. For this reason, when consumers are looking for an overnight stay venue, the hotel’s television offering is often high up on the check list. Director at Haynes MarComs and Host of Travel Market Life podcast, Ryan Haynes, sees that TV is still a central feature for guests, and commented: “While you may have ditched the huge tele box for stylish integrated flat panel mirrored units, if guests cannot turn it on, you’re already losing the in-room experience battle. Fancy plasmas controlled by touch, voice or even the guests’ own mobile may add charm and convenience, but functionality and access to their on-demand subscriptions is essential.” TVs offer a world of marketing opportunity, from providing information on the hotel’s amenities and local area to personalising the experience with guest welcome messages and relevant special offers; thinking about whether they’re a couple or business traveller. Ryan acknowledged how there’s huge opportunity to turn the TV into a point of sale. However, the approach cannot be half-baked, the user-experience has to be intuitive and provide a real service. Ryan advises integrating a clickable menu to process orders for when room service is available, or surface options to book spa treatments or dining reservations at any time of day or night. “We’ve all been there…wanting a late-night snack once the bar has closed, or when we’ve just dropped our luggage after a long flight,” said Ryan. Virgin Hotels Las Vegas generate over US$20,000 a month on just food and beverage sales and, with the data, they can assess when they need extra hands-on deck to provide the service levels required. There’s also no need to chase the latest smart TV devices, Ryan advises considering clever retrofit plugin options that

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complement tight budgets. Television goes further than appealing to a particular audience through showcasing live sporting events such as The World Cup, The Ashes and The Six Nations in your bar with a limited-edition food and drink menu. It’s also about keeping up with the in-room demand. Gone are the days of having channels one to six, with the global phenomenon that is Netflix, if your in-room food menu is also up to standard, you could be on to winner in terms of heightened revenue. By implementing these strategies, hotels can significantly enhance the guest experience through the TV, making their stay more enjoyable, convenient and memorable.

SPONSORED

REDEFINING ENTERTAINMENT In an exclusive editorial with LG, we explore the opportunity to elevate the guest experience with LG Electronics Hospitality Displays.

n an era where guest expectations in the hospitality industry are evolving rapidly, LG Electronics emerges as a frontrunner in delivering cutting-edge inroom entertainment solutions. The integration of LG Hospitality Displays is not just a technological upgrade; it’s a paradigm shift that enhances the overall guest experience. LG’s commitment to innovation is evident in its hospitality display solutions, seamlessly blending aesthetics with functionality. The sleek and modern design of LG displays complements the ambiance of upscale hotel rooms, providing an immersive and visually pleasing environment for guests. This attention to design is not merely cosmetic; it is a testament to LG’s understanding that every element contributes to the overall guest satisfaction. One of the standout features of LG Hospitality Displays is their versatility. The displays cater to a diverse range of guest preferences, offering a comprehensive entertainment experience. From streaming services and interactive applications to traditional cable channels, LG ensures that guests have a myriad of options at their fingertips. The

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user-friendly interface facilitates easy navigation, providing guests with control over their in-room entertainment. Moving on from the guest bedroom, LG support hotels and their interaction with guests before they enter in to the hotel. LG outdoor displays can handle most environments and the high brightness, M+ panel technology will capture your customer’s attention, even under strong and direct sunlight. With a large portfolio of dedicated hospitality products LG create lasting first impressions. As people pass through the entrance many hotels are exploring ways to generate additional income, to capitalize on the existing spaces and diversify their hotel offers. Using existing spaces, such as the lobby area, and giving them additional purposes to attract customers, not just guests. For example, the lobby is now known as the new public square or living room where people come to work, socialize and relax. Working with hotel designers we can create a Bespoke Customer Experience. When premium experiences are non-negotiable, the hospitality industry seeks out LG technologies to deliver. www.lg.com/us/business/hospitality-tvs

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SPONSORED

TECHNOLOGICAL EVOLUTION In a landmark moment for hospitality technology, Siemlus the brand has successfully collaborated with Strand Palace Hotel and their partner Hoteza to introduce a cutting-edge digital guest experience. This transformative initiative, released through the Hoteza Web App, marks a significant technological evolution and we find out more. Strand Palace Hotel: Fusion of History and Luxury

Established in 1909, the Strand Palace Hotel stands as a timeless landmark in London, blending history with contemporary luxury. Boasting a well-deserved 4-star rating, the hotel offers 785 stylish and comfortable rooms, making it a top choice destination for guests seeking a seamless fusion of sophistication and modern comfort. Nestled in the heart of the city, the hotel provides easy access to renowned attractions such as West End theatres and Covent Garden.

Navigating the Vision: Elevating the Guest Experience

The visionary initiative outlined in the brief from the Strand Palace Hotel underscores a commitment to redefine the guest experience through innovative technology. With a strategic focus on elevating the overall journey and stay, the hotel is set to implement the cutting-edge Hoteza Web App using QR codes. This forward-thinking approach not only aims to enhance guest satisfaction but also to streamline operational efficiencies, with the option to increase RevPOR. At the forefront of this transformative endeavour is the Hoteza solution, which not only offers an industry-leading web app and mobile app but also an end-to-end, secure, digital guest engagement and authentication platform. The Strand Palace Hotel is poised to usher in a new era of hospitality, embracing technology to create a seamless and secure environment that enriches every aspect of the guest experience.

Strategic Selection of Siemlus and Hoteza

The decision to choose Siemlus and Hoteza as technology partners was rooted in a meticulous evaluation process that emphasised the value these solutions bring to the table. The seamless integration into the hotel’s Property Management System (PMS) and the user-friendly nature of the guest-

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facing app played a pivotal role in the decision-making process. Siemlus and Hoteza’s commitment to delivering value for money resonated strongly with the hotel’s priorities, ensuring a cost-effective yet high-quality solution. “As the IT Director, the journey of selecting an innovative product demanded a keen understanding of various elements—features, value for money, and, crucially, the right people. The partnership between Siemlus and Hoteza has not only met but exceeded expectations on all three fronts. The entire team at Strand Palace is really excited to see how this unfolds. Here’s to a new era of guest experiences at Strand.” - Fabio Cozzoli, IT Director, Strand Palace Hotel.

The Hoteza Solution: Redefining Guest Engagement Siemlus recommended the Hoteza Web App for its versatility and robust features, accessible through QR codes.

SPONSORED

This strategic move aims to enhance guest engagement by providing instant access to services, amenities, and personalised information, ultimately elevating the overall stay experience. The solution’s end-to-end digital engagement and authentication capabilities align with Siemlus’ vision of optimising operational workflows, setting the stage for the Strand Palace Hotel to become a pioneer in embracing innovative technology in the hospitality sector. Furthermore, the inclusion of two-way messaging, integration capabilities with third-party systems such as Oracle Cloud PMS, InfoGenesis POS, Knowcross SOS, Stripe payments, along with features like mobile check-in, automatic creation of digital guest registration cards within the PMS, and mobile check-out functionality, positions Siemlus and Hoteza as the comprehensive and forwardthinking solution that aligns perfectly with the Strand Palace Hotel’s commitment to excellence. The strategic partnership between Siemlus and Hoteza has ushered in a new era of hospitality excellence at the Strand Palace Hotel. With the deployment of the web app, the hotel now offers guests a seamless and personalised journey, from pre-arrival engagements to streamlined check-ins and convenient access to a plethora of services.

“Siemlus is excited to partner with London’s iconic Strand Palace hotel, redefining the guest experience with our digital expertise. Through innovative solutions by Hoteza, we ensure smooth engagement from pre-arrival to post-departure, enhancing operational efficiency. This marks a new era in hospitality excellence, and we take great pride in this exciting collaboration.” - Greg Marshall, Managing Director, Siemlus.

Looking to the Future

The strategic partnership between Siemlus and Hoteza, culminating in the successful integration of the Hoteza Web App Solution at the Strand Palace Hotel, is a testament to the commitment to excellence and innovation in the hospitality sector. Siemlus are proudly leading the charge in supporting the hospitality industry with cutting-edge and forwardthinking technology. Their unwavering commitment to excellence shines through in the support they provide. For those interested in experiencing the Hoteza web app, the Siemlus team invites you get in touch to arrange a demo: www.siemlus.com www.thehotelmagazine.co.uk

VENUE PROFILE

COMO THE HALKIN With an ambition to deliver tailored, warm and elegant hospitality every day, not only for guests but colleagues too, we share an exclusive interview with Alain Martzolff, Hotel Manager at the venue, and learn how he leads the beautiful property with such impressive history.

Tell us about when COMO The Halkin opened and how the launch was navigated as part of a wider portfolio?

COMO The Halkin opened in 1991 as the very first in the COMO Hotels and Resorts’ portfolio. It also holds the prestigious title of London’s first boutique hotel. Described as COMO’s original ‘home away from home’, COMO The Halkin was conceived out of belief that iterations of luxury were shifting. Instead of over-thetop abundance, was it possible to create something more pared-back, understated, and enduring? Homes hold memories. They are familiar and comfortable. They are a sanctuary you can trust. And that is exactly what we have achieved at COMO The Halkin, and what we will continue to strive for in the future.

The venue markets itself as offering guests ‘discreet, chic, city living’. Can you tell us through which features this was created and how this contributes to guest experience? At COMO The Halkin, we are more than just a hotel. We

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offer a discreet location and service, chic interiors with the warmth of a private home, and partnerships within the local community allowing our guests to celebrate city living. Whether that be historical tours of Hyde Park, access to sought after shows and reservations, or tea tasting with JING Tea. All this combined with holistic wellbeing and great food, contributes to a well-balanced guest experience, and helps maintain our key values: passion, creativity, and style.

The venue is famed for its wellness and dining offering. How do you ensure that these two important elements are consistently excellent?

Wellness and cuisine are at the heart of COMO. Whilst we are an exception by not having our own Spa at COMO The Halkin, we are lucky enough to have our sister property a five-minute taxi ride away, COMO Metropolitan London, situated on Park Lane in Mayfair. Guests can either go to the COMO Shambhala Spa for a holistic experience, or we can offer pre-booked, in-room treatments. Our room amenities from the Shambhala Spa, named ‘Invigorate’, are a pure treat

VENUE PROFILE

for the senses. For our fitness orientated guests, we have a well-equipped gym, and also offer the possibility of reserving a tennis court in our neighbouring Belgrave Gardens. To dine, we pride ourselves on offering our healthy COMO Shambhala Cuisine, which is available at breakfast and on our in-room dining and lobby lounge menus. We use local food as much as possible: British organic eggs, fish caught in British waters for our COMO Shambhala Thai fish curry, and tomatoes from the Isle of Wight on our famous ‘Real Toast’. This philosophy also inspired our Afternoon Tea, bringing Bali to Belgravia. Drawing on recipes from our own COMO Shambhala book - The Pleasures of Eating Well, our tea is a skilful reinterpretation of a traditional afternoon tea, which we are always looking to develop.

COMO The Halkin is positioned in central London, which is a hotspot for hospitality. What features allow the venue to stand out in such a competitive location? With 31 years of operating as a hotel, gaining many awards, and three striking Michelin-Star restaurants over three decades, COMO The Halkin, nestled in Belgravia, is sitting comfortably within London’s luxury hospitality market. We are still referred to by our guests as a ‘hidden gem’, and ‘a secret to be shared’. I believe that when a guest enters COMO The Halkin, they experience a sense of calm and peacefulness, like arriving home. I often refer to the hotel as a sanctuary, a place out of time, yet strong and elegant. Talking about

USP’s: these are undoubtedly our spacious rooms and indulgent marble bathrooms, as well as the serenity of the hotel. Our five floors each showcase a specific colour of marble, mirroring the earth’s five elements.

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

Ensuring consistency in service is of the utmost importance to us. Whilst there will always be emerging trends and technologies, guests steadfastly rate service as their number one priority in the hospitality industry. Through standard setting, regular training and, most importantly, ensuring a team retention of knowledge, we are able to maintain a high-quality of service. At COMO, we hope to offer all our team members a sense of belonging while following a common goal: to deliver an elegant and genuine experience. The product of a 5* hotel is obviously important, but we encourage connection, when possible, through an emotional intelligence tailored to each guest.

What’s next for COMO The Halkin?

We are always working on new ideas and experiences, and are currently busy planning and preparing, and looking forward to Spring 2024 including exciting new food and beverage offerings… Stay tuned! @comothehalkin @comohotels www.thehotelmagazine.co.uk

SUSTAINABILITY

GREEN-SQUASHING As sustainability continues to be a key topic in 2024, we identify exactly what greenwashing is and how to ensure you’re not doing it.

reenwashing refers to the deceptive practice of portraying a company’s products, policies, or initiatives as environmentally friendly or sustainable when, in reality, they might not be. It involves misleading or false claims about the eco-friendliness of a product, service, or company to appeal to environmentally conscious consumers without genuinely implementing substantial environmentally friendly practices. Greenwashing can be greatly damaging as it undermines consumer trust in legitimate sustainability efforts and makes it challenging for consumers to make informed choices. Common signs include the absence of sustainability practices across all touchpoints of the establishment and lack of substantial knowledge by members of the team. Kalindi Juneja, CEO of PoB Hotels said: “A lack of sustainability accreditations can also be an indicator, as obtaining these certifications is time-consuming and challenging.” Speaking on greenwashing in the context of hotels, Kalindi commented: “this is often a marketing practice wherein establishments over promise and amplify their true eco-friendly practices. By exaggerating their commitment to sustainability, these hotels aim to create a positive perception among consumers, often without making meaningful contributions that fall short of genuine environmental stewardship.” Greenwashing is a major concern, not just for the hospitality industry, but a range of sectors in general. It not only misleads guests but when exposed, this can lead to a loss of trust and damage the hotel’s reputation. Kalindi explained how, guests, once aware of greenwashing, may choose not to return, impacting bookings and revenue: “Additionally, greenwashing undermines genuine sustainability efforts in the industry, making it harder for truly eco-conscious hotels to convey their commitment.” There are certifications or standards available which hotels can adopt to demonstrate genuine eco-friendly practices. Kalindi revealed that PoB Hotels work with Earth Check - the leading scientific benchmarking certifications and advisory group for the travel and tourism industry and in Kalindi’s opinion, the best way to verify that a hotel is in fact environmentally sustainable. “Through partnering PoB Hotels with Earth Check, we have inspired member hotels to develop environmental

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good practices and certifications. “Within the first year of this partnership, PoB Hotels achieved a Bronze Certification on a brand level and 26% of hotels signed up to Earth Check. 50% of our member hotels have identified sustainability initiatives as a top priority for the upcoming year, 2024. Furthermore, an impressive 30% of all member hotels have taken proactive measures by enrolling in sustainability accreditation programmes, enabling them to quantitatively assess their environmental impact and track their progress in adopting best practices for the environment. “Our recent whitepaper interviewed over 3,000 high net worth individuals to understand their UK travel preferences for 2024. This revealed that sustainability is important to almost 60% of guests when booking a UK hotel, with 42% willing to pay a premium for eco options.” Third-party audits such as EarthCheck are vital in ensuring a hotel’s environmental claims are accurate, and this is a big part of what they do. It is essential that hotels work with brands which align with their sustainable initiatives, in line with this, Steve Elliott, Sales Director at Valentine and CuisinEquip, commented: “While overall, awareness and action around

SUSTAINABILITY

sustainability in hotels have continued to progress at impressive speeds in recent times, thought should be given to more than just saving electricity or gas consumption. Having a sustainable kitchen is also about the way in which consumables, such as cooking oil, are best used and managed in a kitchen environment.” In the past year, the price of cooking oil has risen by as much as 150%. This increase has added significant costs to a hotel’s overheads, impacting margin and profit in the process. As such, utilising technology that is not only capable of driving quality and consistency but also significantly extends the life of cooking oil, will not only allow a kitchen to enhance its green credentials but it can also help to reduce costs in a commercial kitchen. At Valentine & CuisinEquip, the brand is the exclusive distributor of the Vito range of portable oil filtration equipment. Without the need for any additional chemicals, the Vito range helps to preserve the optimal taste, colour and texture of fried foods, removing food particles and harmful carbon from the oil. What’s more, a hotel can reduce oil usage and therefore associated waste by as much as 50%, contributing to a more sustainable, efficient environment by reducing a site’s carbon footprint.

It’s true that the latest technology can work in conjunction with sustainable equipment to really deliver results in a professional kitchen environment, Steve said: “Working in conjunction with Vito, the team from Valentine and CuisinEquip launched VITOconnect – an intelligent cloud-based platform for use in hotel kitchens. “Designed to reduce running costs, an element of particular importance with today’s cooking oil prices, VITOconnect helps to improve operating procedures, resulting in a rapid ROI and greater management oil quality, ultimately resulting in less waste. With instant access to data, presented on an easy-to-read dashboard, VITOconnect is fully compliant with the latest food safety and monitoring regulations, achieves complete transparency and delivers a permanent record log.” Scott Duncan, Managing Director of Unox UK revealed that sustainability is core to the Unox business both in the UK and around the world and therefore it’s crucial for the company to communicate this to their customers, partners and suppliers. Unox are one of the first leading catering equipment manufacturers to define a date by which the company will be carbon neutral (e-miXion 2030), as such Unox www.thehotelmagazine.co.uk

SUSTAINABILITY

has placed a great deal of focus on its ongoing efforts to eliminate the overall impact it has on the environment. Working day in, day out to build a greener future, the goal for e-miXion 2030 is for Unox to reach netzero emissions globally within the next six years, Scott commented: “From the basics of transitioning the company’s fleet to electric vehicles to harvesting renewable energy through self-generated sources, or from buying only 100% renewable energy when self-generation does not cover our needs – the plan for how the Unox will reach its target is vast.” Scott believes that without doubt, sustainability, to reduce a hotel’s impact on the environment, has become one of the most crucial elements to any business, while also being front-of-mind for customers. In general, the hospitality industry has embraced the movement towards net-zero, with some significant steps having been taken in recent years to achieve the ultimate goal. “As demand for action on reducing carbon continues to grow, those in the hotel sector are faced with even greater scrutiny from consumers and the government, with pressure to reduce their waste, improve efficiency and

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minimise their impact on the environment. “Of course, this also sits within the wider topic of national carbon reduction measures. The UK is the first major nation in the world to have set a target to bring all greenhouse gas emissions to net-zero by 2050. Figures from the Department for Business, Energy & Industrial Strategy show that around one-third of our energy consumption comes from the ‘industry’ and ‘services’ sectors (the remainder from domestic and transport),” added Scott. Research has shown that between 24% and 30% of the total energy used in a commercial kitchen is during cooking, which is why Unox continues to work with our customers to help improve efficiency. “Hotels can improve the efficiency of their kitchen by optimising energy and water used in their ovens, monitor oven use to drive efficiencies (for example fewer cleaning programmes) and connecting to the internet to send recipes and download HACCP data. It’s a fantastic data driven resource for any commercial kitchen to have,” Scott finished. At Windjammer Landing Resort and Residences,

SUSTAINABILITY

they prioritise transparency when it comes to their sustainability initiatives. Lindon Lovell, General Manager at Windjammer Landing Resort and Residences, said: “To ensure we avoid greenwashing, we provide clear information, building trust with guests and locals who appreciate the biodiversity of St Lucia which we have a duty to protect. We have invested in multiple areas of the resort’s operations to ensure we are doing our best to protect the landscape in which we are surrounded by.” Common signs of greenwashing in hotels include vague or misleading language, excessive use of eco-friendly imagery, and lack of specific details about sustainability practices. It’s a concern in the hospitality industry because it misleads consumers who seek eco-friendly accommodations, eroding trust and hindering genuine efforts toward sustainability. Lidnon revealed that in the resort’s picturesque destination, this is a concern because it misleads consumers actively seeking eco-friendly accommodations, eroding trust and hindering the team’s genuine efforts towards sustainability.

“At Windjammer Landing we proudly embrace our recent Green Globe certification, underscoring our commitment to authentic sustainability practices in the unique context of St. Lucia. Guest education is key, and we communicate our sustainability efforts through various channels – from in-room materials to online platforms. We want our guests to understand and appreciate the positive impact of their stay. “Third-party audits play a crucial role in ensuring environmental claims are accurate, and by complying with the Green Globe standard Windjammer adheres to 40 categories of criteria ranging from cultural heritage, social and community development and environmental factors. By subjecting our practices to internal and independent scrutiny through organisations like Green Globe, we validate our commitment to sustainability and provide guests with credible assurance,” added Lindon. Remember, genuine sustainability efforts involve a longterm commitment to reducing environmental impact. Greenwashing undermines trust and credibility, so it’s essential to prioritise authenticity and transparency in your sustainability initiatives. www.thehotelmagazine.co.uk

SUSTAINABILITY – ESSENTIAL 5

EATING GREEN Adopting sustainable dining initiatives within a hotel can significantly reduce environmental impact and promote eco-friendly practices. Here are five initiatives that can be implemented to promote sustainable dining.

USE LOCAL AND SEASONAL INGREDIENTS Working to source ingredients used in your onsite restaurants and bars locally and seasonally can drastically help reduce your carbon footprint associated with the transportation of produce. It also supports local farmers and suppliers. Work to create unique menus that highlight seasonal produce, allowing guests to experience fresh, local flavours. In line with this, make sure guests and potential guests know the lengths to which you’re going to in being sustainable, these efforts should centre your marketing strategy in order to appeal to a broader audience.

REUSABLE AND ECO-FRIENDLY DINING WARE Make a conscious effort to replace singleuse plastic utensils, cups and containers with reusable or biodegradable alternatives made from bamboo, recycled materials or other eco-friendly options. Whilst this should be focused on heavily in the on-site food and beverage outlets at a hotel, you should also encourage guests to use refillable water bottles and offer incentives for reducing single-use plastic consumption where possible.

WASTE REDUCTION AND RECYCLING PROGRAMS The nature of a hotel, of course, means catering for a large amount of people and, with breakfast buffets, for example, it can be particularly difficult to gauge how much food you’ll need. You must implement strategies to minimise food waste in the kitchen through practices such as composting, donating excess food to local charities and utilising food scraps creatively to ensure they don’t go to waste. Also, ensure proper recycling practices are in place for all recyclable materials, including glass, plastic and paper – this is now an expectation by guests and will deter business if it comes to light that you are not putting in this minimal work.

ENERGY-EFFICIENT KITCHEN EQUIPMENT Be sure to invest in energy-efficient appliances and equipment for the kitchen, such as induction cooktops and energysaving refrigerators and dishwashers. By putting these measures in place, you can significantly reduce energy consumption and operating costs over time; and remember, every little helps.

EDUCATIONAL INITIATIVES AND GREEN DINING EXPERIENCES Offer educational programs or workshops for guests and staff about sustainable dining practices, such as cooking classes focusing on zero-waste recipes or the importance of mindful eating. The more initiative you put behind your sustainable efforts, the greater it will be reflected in your reputation as an overnight stay venue. Additionally, you should consider hosting special dining events that showcase sustainable practices, like farm-to-table dinners or themed meals using locally sourced ingredients. By implementing these sustainable dining initiatives, hotels can contribute to environmental conservation efforts, while also attracting environmentally conscious guests who appreciate eco-friendly practices.

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SUSTAINABILITY – ESSENTIAL 5

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ELEVATING GUEST EXPERIENCE In an exclusive editorial from Hotel Buyer, we explore the irresistible allure and benefits of in-room tea and coffee facilities.

n the fiercely competitive landscape of the UK hotel market, catering to guest preferences and elevating their overall experience is paramount. One oftenoverlooked yet impactful way to achieve this is by providing in-room tea and coffee making facilities, complemented by a thoughtful assortment of biscuits. This simple offering not only aligns with the quintessentially British love for a good cuppa but also adds a touch of warmth and convenience that guests truly appreciate. The primary benefit of including tea and coffee amenities in hotel rooms lies in the convenience it affords guests. Business travellers and leisure seekers alike often crave a moment of respite within the comfort of their room, and having access to a hot beverage without the need to venture out enhances the overall stay. This not only caters to the practical needs of guests but also fosters a sense of hospitality that goes beyond the expected. Moreover, the ritual of making tea or coffee in the privacy of one’s room adds a personalised touch to the guest experience. It transforms the hotel room into a home away from home, allowing guests to unwind and recharge at their own pace. The aromatic allure of freshly brewed beverages creates a sensory experience that lingers in the memory, contributing to the overall satisfaction of the stay. Pairing these hot beverage facilities with a selection of quality biscuits further elevates the guest experience. The combination of a comforting drink and a sweet or savoury treat enhances the feeling of indulgence, making guests feel pampered and cared for. This attention to detail can significantly impact guest reviews and loyalty, as travellers are more likely to remember and recommend hotels that prioritise their comfort and enjoyment. In conclusion, in-room tea and coffee making facilities, coupled with a tempting array of biscuits, is a strategic move for hotels in the UK market. It not only meets the practical needs of guests but also adds a personal touch to their stay, fostering a sense of comfort and satisfaction that can set a hotel apart in the competitive hospitality landscape. With the convenience of ordering online from www.hotel-buyer.co.uk, hoteliers can easily access the tools they need to create an unforgettable and delightful guest experience.

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SPONSORED

GO GREEN In an exclusive editorial with GFL cosmetics we explore their sustainable initiatives and the opportunity to appeal to a wider range of guests by providing environmentally friendly amenities.

hat are the Sustainable Development Goals? The Sustainable Development Goals (SDGs), also known as the Global Goals, were adopted by the United Nations in 2015 as a universal call to action to end poverty, protect the planet, and ensure that by 2030 all people enjoy peace and prosperity. Whilst we all strive for a better future, what plans do you have in 2024 with regards to sustainability? GFL’s goal is to convert the existing model to one that delivers against our commitment to a circular economy, reducing CO2 emissions and water usage. We are taking action by focusing on solving problems related to plastic production, recycling and waste. We are moving from virgin to post-consumer recycled plastic, which will reduce our CO2 impact and CO2 emissions. We favour the use of cosmetics with less impact on the aquatic ecosystem. Eu Ecolabel, Cosmos, Nordic Ecolabel are only some examples of our contribution to reduce the CVD-TOX. GFL has always been committed to the creation and

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development of personal care products through innovation while utilising the latest technologies. We create formulas made of the finest natural and organic certified ingredients, meeting the requirements for a range of consumers. Our headquarters are in Lugano, Switzerland and our manufacturing facilities are in the Milan area of Italy. The raw ingredients used in creating our cosmetics are sourced locally and our facilities are powered using 100% renewable energy. Providing a sustainable, high-quality service to our hotel customers is paramount and to achieve this, in the UK, we partner with local and national distributors. These partnerships ensure our products are available when you need them whilst the carbon footprint is kept to a minimum. If your plans for 2024 include the introduction of sustainable guest amenities, we would sincerely like to hear from you. www.gflcosmetics.com

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WHY PURPOSE MATTERS In this exclusive editorial with Clockwork Marketing, Senior Marketing Strategist, Daniel Twigg, explores the importance of initiating purpose throughout your hotel’s marketing strategy.

ave you ever thought about why you run your hotel? For some hoteliers it’s to make money or profit. For others it might be to pass on their life’s work to their children. But for some, beyond profit, there may be a deeper reason or belief – a purpose that drives everything they do. These are the hotels that will be the most successful businesses of tomorrow, as guests increasingly make purchase decisions based on whether the venue they are buying from has purpose at its core.

Tomorrow’s travellers

Hotel guests are fickle. When deciding where to stay, one four start hotel looks much the same as another. To stand out to tomorrow’s travellers, hotels first need to understand their needs and motivations. During the current cost of living crisis, many people may be looking for the best deal. But for those with more disposable income, or younger audiences, price is no longer their first consideration when making a buying decision. In a recent survey* of 27, 730 people in 33 countries worldwide, 60% of those global travellers said they want to see sustainability in action. In the UK, a new report Clockwork commissioned found 68% of UK hospitality businesses view sustainability as extremely important or very important. Yet 73% of UK hospitality venues don’t have a sustainability accreditation. Some hotels are already focused on improving their green credentials because it makes financial sense. Installing solar panels and using food waste to generate renewable energy offers costs savings. Particularly in the

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light of inflated energy prices, that will only continue as the world’s resources become more and more scare. But putting sustainability at the heart of everything you do, can provide a real purpose to attract tomorrow’s travellers, who, as evidenced by the research, want to see hotels taking action. Many hospitality businesses marketing themselves start with “what” they do, focusing on their facilities and features, but those that start with the “why” can demonstrate real purpose behind the business. Those businesses become the best and brightest brands in the sector that standout from the norm. People believe in what they do and what to be part of it. For example, a brand like The Pig, has had sustainability as its core purpose from day one and considers its “why” in every decision it makes, from choosing a new location, to the local and seasonal food it serves on its menus.

The Golden Circle

The most valuable companies in the world also start with “why”. So says Simon Sinek, the motivational business guru, who developed the theory of the Golden Circle – why, how, what. Companies that put purpose at the heart of everything they do, start with the “why”, aligning with people’s values, what they believe in, or what they personally aspire to be. These businesses connect with their customers, or guests, on a deeper, more emotional level. If we apply the Golden Circle to the hotel world, then a hospitality business that works to “reduce the impact of travel on the planet” or “makes people’s lives better” has its “why”.

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“How” the hotel takes actions to realise the “why” might be to provide more accessible rooms, reduce its food waste or use clean energy. “What” the hotel does is sell hotel rooms or spa experiences, as does every other hotel. But if you find your “why”, you have a route to providing true value to your guests and a hotel brand they can believe in. There are more and more great examples of hotels putting purpose at the heart of everything they do. Zedwell in London’s is “making sleep better” as its core purpose. A simple idea but one that permeates everything the hotel does, from its name, to sound proof underground rooms, to a customer-controlled temperature and lighting app, ensuring the very best night’s sleep possible.

Buying is about biology

The reason the “why” and “how” are critical in guests’ buying decisions is based on biology and how our brains work. The limbic part of our brain is where we make our emotionally-driven choice to buy. The “why” and the “how”

provides the feeling that this part of the brain needs for us to take action. The rational part of the brain is where we mentally tick off the features or what the hotel offers – a swimming pool, spa, four-star accommodation etc. but why we buy is emotional. We can have all the facts in the world about a location to stay but if it doesn’t feel right, we won’t click the book now button. Putting purpose at the core of your hotel business is not only the right thing to do ethically, its critical to attract tomorrow’s travellers. Finding your “why” offers a stronger reason for guests to purchase and can change your hotel from run of the mill to one that stands out from your competition. Discovering your purpose can build more value for your guests, and your business, while setting your hotel brand up for the future. Have you discovered what’s your purpose? www.clock-work.co.uk *Source: booking.com 2023 www.thehotelmagazine.co.uk

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2024 HOSPITALITY TRENDS Hospitality sites across the UK are starting to plan and prepare for a successful year. Woodberry have spoken to their hospitality clients and compiled a list of trends that they are prioritising in 2024. Instagram-Worthy Features

Giving your hospitality venue an Instagrammable touch such as a feature wall, a stand-out interior, or a photogenic menu is an easy way to encourage your customers to share your business. An increasing amount of guests are following recommendations from social media making your online presence more important than ever.

Sustainability

The Woodberry team have seen a rise in clients looking for sustainably sourced and recyclable furniture for their hospitality sites and sustainability is becoming more important to consumers and businesses. This means that more people value local, in season produce when looking for a place to dine, so adapt your menu to guest demands.

Personalised Customer Service

Customers are becoming more drawn to establishments that offer a personalised service as it makes them feel valued and ultimately allows them to have a better experience. There are multiple ways you can offer a more personalised service. You may provide colouring sheets if you’re targeted towards families or host classes such as cocktail making to appeal to your local community.

Flexible Spaces

More hospitality sites are looking to create flexible spaces that cater to different types of customers. This allows them to diversify their customer demographic and increase trade. One way to achieve this is by creating zones with different items of furniture and decorations that cater to the specific type of customer. This could be upholstered armchairs and dining tables in a section to attract an older demographic and families, and bar height furniture in another area for younger customers just visiting for a drink.

Investing in Outdoor Areas

After the wet summer, Woodberry saw a rise in outdoor shelter enquiries and businesses looking to weather-

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proof their outdoor space. Ensuring you are prepared for unpredictable weather in the New Year can save you time and money as you can provide an inviting space that never turns a guest away, even through poor weather conditions. Woodberry also offers a wide range heavy duty, weatherresistant, and quick drying furniture such as metal outdoor chairs and recycled plastic furniture. Woodberry’s furniture experts can offer advice on how to create a space that works hard for your business within the New Year. Get in touch today to discuss your needs. 01926 889922 mail@woodberry.co.uk www.woodberry.co.uk

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BUSINESS

MAINTAINING HIGH STANDARDS As a new report comes to light surrounding short-term lets and the visitor economy, UKHospitality’s Chief Executive, Kate Nicholls, shares insight on the response and what this means for the hospitality space.

otels must meet rigorous standards, whether for health and safety, accessibility or food hygiene. It must be galling, then, when they see owners and operators of short-term lets failing to meet the same rigorous standards, while at the same time taking a chunk of their custom. What’s needed is a level playing field, and it’s very positive that the All-Party Parliamentary Group (APPG) for Hospitality and Tourism has said in a new report that a short-term lets registration scheme should be national and mandatory. The report into short-term lets and the visitor economy concludes the scheme would solve existing issues, including lack of short-term lets data and insufficient transparency about their location and function. Publication of the report, following an evidence session on the issue in October, concludes that it’s ‘essential’ for each short-term let to be regulated to the same standard as the wider accommodation sector, including hotels. The Government has already committed to introducing a scheme, a significant win for the sector, and it is now consulting on what that scheme looks like, so this report is timely indeed. The APPG makes three recommendations to Government: establish a national set of aggregated data on short-term lets in England; allow local authorities to enforce compliance of registered short-term let properties against health, safety and other relevant legislation; that the scheme should collect comprehensive data, including key property information, which can be used to enforce clear and proportionate penalties. APPG Chair Simon Jupp MP said: “The accommodation sector has seen such rapid change over the past 15 years, with digital platforms leading to a boom in the number of short-term lets operating.” He said implementing a national, mandatory scheme would bring short-term lets up to the legal standard

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required of other accommodation providers, particularly for health and safety. Ensuring these properties are safe for paying guests is the bare minimum this scheme should deliver. This is all the result of that October evidence session, which I was part of alongside Alistair Handyside, of The Professional Association of Self Caterers UK; Frontier Research’s Matthew Bell; Andy Fenner, from the UK Short Term Accommodation Association; and Booking.com’s Fiona MacConnacher. The APPG, which, for the purposes of the report, also consulted with stakeholders including Airbnb, Expedia, Tourism Alliance, and the Local Government Association (because local authorities would deliver enforcement). There’s no doubting that short-term lets provide some benefit to England’s wider visitor economy, but it’s essential that each one is regulated to the same standard as hotels. If not, hotels and other types of accommodation remain at a competitive disadvantage. Kate Nicholls Chief Executive UKHospitality

SPONSORED

DIGITAL SUCCESS In this exclusive case study we explore how luxury residence group, Cheval Collection, targeted paid advertising to boost their presence and increase revenue with SHR Group’s suite of digital tools.

heval Collection is an award-winning hospitality group with thirteen luxury allapartment locations in London, Edinburgh and Dubai. Their guests benefit from experiencing historic and intriguing cities from the comfort of spacious apartments and penthouses, with modern comforts and dedicated living spaces reserved primarily for luxury residences. Whilst the team at the Cheval Collection are no strangers to digital advertising and have been advertising online with SHR Group since 2015, they realised that digital advertising has become increasingly competitive against third party channels and similar providers. Despite their continuing digital success and growth online, their digital strategies needed to adapt to ever-changing environments.

New Focus, New Target Markets

Partnering with SHR Group presented Cheval Collection with a new focus, and ability to open up new target markets through the use of paid advertising, website design and digital marketing. Following the continuation of highly targeted and successful paid advertising campaigns, designed to attract new audiences to their brand, SHR Group designed and

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launched a brand-new website for Cheval in early 2023, achieving a more customer-focused online experience. This resulted in building up key target markets for the Collection and chasing more international business via display and search. Also, investing more in Microsoft ads focused attention on the key markets for the Collection.

Boosting Presence, Increasing Revenue

In 2022, versus 2019, the Collection’s London properties saw an increase of 82% in overall revenue. In addition to this, Microsoft advertising in 2022 had a ROI 80:1, paid campaigns accounted for 29% of all traffic to the website, Google Display & YouTube in 2022 resulted in 9.9M impressions, Facebook Advertising in 2022 saw a 31:1 ROI, Google searches accounted for 39% of the revenue in 2022 and Google Ads saw an increase of 99% with an ROI of 66:1 in 2022. These results speak for themselves but Robert Speirs, Marketing Manager concludes, “the insights the SHR Group team bring to our digital marketing strategy are crucial to our combined success. Direct bookings are a growing part of our business mix, and the uplift on our 2019 results is testament to the strength of our relationship.” shrgroup.com

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