Hotel August 2025

Image courtesy of Raffles London at The OWO

Applications Open Soon

trusted by world renowned hoteliers

Design, delivery, installation, recycling. We put it all to bed.

Experience sleep perfection with our handcrafted solutions, tailored for every setting. From expert consultation to seamless installation, we redefine hospitality comfort.

Our SATRA-accredited lab rigorously tests every product, surpassing industry standards BS7177 source 5 (medium hazard) for fire safety and BS EN 1725:2023 for durability.

AUGUST 2025

Welcome to the August edition of Hotel Magazine - a summer issue that dives deep into one of the most dynamic and fast-evolving areas of hospitality: Guest Experience.

At the heart of every successful stay is the guestand this month, we ask the fundamental question: What do guests want?

The answer, as we’ve discovered, is no longer one-size-fits-all. From hyper-personalisation to seamless digital touchpoints, today’s travellers, particularly the next generation, are seeking meaningful, intuitive, and tech-forward experiences that go beyond traditional expectations. In our feature, we explore the current trends reshaping guest experience, looking at what matters most to emerging demographics and how forward-thinking hotels are adapting to meet them where they are.

Equally vital to delivering those exceptional stays is what happens behind the scenes. In this issue, we also shine a spotlight on Facilities Management & Housekeeping, with a dedicated feature on Predictive Maintenance in Hotels. Leveraging the power of data analytics, real-time sensors, and smart systems, hotels can now anticipate problems before they escalate - saving on costs, extending asset life, and preserving the all-important guest experience. It’s a future-facing, tech-driven approach that blends operational excellence with long-term sustainability.

Alongside these lead stories, you’ll find our trusted regulars: the latest Industry Update, our standout Hotel of the Month, and our curated Essential 5. We also bring you exclusive interviews with leaders shaping the future of hospitality, and thought-provoking guest columns offering insights from every corner of the industry.

Here’s to future-ready hospitality.

JADE EVANS, EDITOR

EDITOR-IN-CHIEF

Jade Evans

jevans@thehotelmagazine.co.uk

EDITORIAL ASSISTANT

Ailsa Newgreen ailsa@cimltd.co.uk

DIRECTOR

Declan Wale

declan@thehotelmagazine.co.uk Tel: 01795 509 112

HEAD OF BUSINESS DEVELOPMENT

Jazmine Davis

jazmine@thehotelmagazine.co.uk Tel: 01795 509 105

ADMINISTRATION MANAGER

Natalie Woollin

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

CREDIT FACILITIES MANAGER

Gwen Lee

creditcontrol@cimltd.co.uk Tel: 01795 509 103

MARKETING MANAGER

Lucas Payne lucas@cimltd.co.uk

SOCIAL MEDIA MANAGER

Lily Lawson

socials@cimltd.co.uk

12 INDUSTRY NEWS

Wondering what’s currently happening within the hotel sector? We reveal all as we share insights into some of the latest news.

22 IN THE HOT SEAT

Discover what drives Tom Aspey, Managing Director of Farncombe Estate, in this instalment of our exclusive In the Hot Seat feature.

27 GUEST EXPERIENCE

What do guests want? With help from reports and industry experts, we look into the current trends shaping guest experience in hotels, specifically what the next generation are looking for.

42 HOTEL OF THE MONTH

The Feathers - a luxurious, boutique hotel in the heart of historic Woodstock features this August as our Hotel of the Month.

64 HUMAN RESOURCES

A guest column from Luke Martindale, Head of HR at The Lowry Hotel explores the evolving role of HR in Hospitality.

73 FACILITIES MANAGEMENT

Honing in on predictive maintenance in hotels, we look at saving costs before things break through the use of data analytics, sensors, and proactive upkeep to prevent major issues.

DESIGN AND PRODUCTION

Grant Waters grant@cimltd.co.uk

James Taylor james@cimltd.co.uk

SALES DIRECTOR

Tom Woollin

CHIEF EXECUTIVE

John Denning

Montagu Appoints General Manager, Davide Santocono

Greenclose Hotels announces the appointment of Davide Santocono as the new General Manager for luxury country house hotel, The Montagu Arms in the New Forest.

With over sixteen years hospitality experience gleaned in management and front of house roles within distinguished country house hotels and luxury spa resorts, Davide joins from Handpicked Hotels where he held the position of Hotel Manager at Fawsley Hall Hotel & Spa.

Davide has also held senior roles at The Farmhouse Hotel Guernsey and St Michael’s Hotel & Spa Cornwall as well as what was until recently* The Montagu Arm’s sister property, Careys Manor Hotel & SenSpa also in the New Forest. As such, Davide brings a proven track record of operational excellence, strategic leadership, and delivering outstanding guest service as well as unrivalled knowledge of the area.

As General Manager, Davide will oversee all aspects of the day-to-day operations of The Montagu Arms including accommodation, food and beverage, events, driving recruitment, and ensuring the hotel continues to offer the highest quality guest experience.

Commenting on his appointment, Davide Santocono, General Manager at The Montagu Arms said: “The Montagu Arms is one of the finest hotels in Hampshire with its

elegant accommodation, exceptional dining, and rich sense of history. I’m delighted to be working once again with the Greenclose team and look forward to building on the hotel’s strong reputation, further elevating the guest experience and driving continued growth.”

A New National Programme for Scotland’s Rising Hospitality Stars

Scotland’s hospitality industry has a new national champion. Two of the country’s most respected apprenticeship programmes have come together to form Hospitality Apprenticeship Scotland—a single, unified initiative that will shape the future of hospitality training across the nation.

This ambitious new programme brings together the proven success of Apprenticeship in Hospitality Scotland (AHS) and Hospitality Apprenticeship North East (HANE) to create a national pathway into the sector for young people aged 16 to 24.

Backed by many of Scotland’s leading hospitality employers including Cameron House, The Fife Arms, Cromlix, Trump Turnberry and the Royal Yacht Britannia, Hospitality Apprenticeship Scotland has a clear mission to equip young people with the skills, experience and confidence they need to thrive in the hospitality industry — while helping to drive the sustainable growth of Scotland’s tourism economy.

Unlike many other training routes, this is an apprenticeship that truly values young people’s potential. The programme offers hands-on training in Scotland’s top hospitality businesses, providing a genuine insight into the sector and clear progression routes from entry-level roles to leadership opportunities. There are two apprenticeship programmes - the hospitality apprenticeship and the professional cookery apprenticeship. Both lead to

recognised qualifications with the chance to study further.

“By bringing our two programmes together, we’re opening the door to even more opportunities for young people right across Scotland,” says Hospitality Apprenticeship Scotland board member Gordon McIntyre MBE.

The Hospitality Apprenticeship Scotland programme is open for young adults, resident in Scotland who hold an NI number and who are between the ages of 16 and 24 at commencement. www.hospitalityapprentice.com.

^THE PLATFORM BUILT BY PEOPLE WHO KNOW THE INDUSTRY BECAUSE WE’VE LIVED IT.^

by Malcolm Jull, Chief Executive Officer

HOTEL MAGAZINE AWARDS

NEW VENUE ALERT

We are excited to announce The Intercontinental London Park Lane as our brand new venue for the 2026 Hotel Magazine Awards.

Hotel Magazine is delighted to announce that its highly anticipated 2026 Awards ceremony will be held at the renowned Intercontinental London Park Lane on Monday, 20th April 2026. The annual event, which celebrates excellence and innovation in the hospitality industry, will gather leading hoteliers, designers, suppliers,

and visionaries from across the UK and beyond for an unforgettable evening in one of London’s most iconic settings.

Nestled in the heart of Mayfair, overlooking Hyde Park Corner and the Wellington Arch, the Intercontinental London Park Lane offers an elegant blend of contemporary luxury and timeless sophistication. Formerly the site of

Queen Elizabeth II’s childhood residence, this five-star landmark has long been a destination for international guests seeking unparalleled service and refined surroundings. Its lavish Ballroom and contemporary event spaces make it a fitting stage to honour the most outstanding achievements in the world of hospitality.

The Hotel Magazine Awards have become a cornerstone of the industry calendar, recognising trailblazers across multiple categories including The Environment Award, Marketing Innovation, Best Spa & Wellness Venue, Hotel Restaurant of the Year, Hotel Bar of the Year, Equity, Diversity and Inclusion, Unsung Hero, Technology Award, Hotel of the Year and Hotelier of the Year.

Each year, the ceremony not only showcases exceptional talent but also fosters collaboration and inspiration among hospitality professionals committed to raising standards and shaping the future of the sector.

Commenting on the choice of venue, Hotel Magazine’s Chief Editor, Jade Evans, said:

“We are thrilled have a brand new venue for the 2026 Awards. The Intercontinental London Park Lane has rich heritage, a superb location, and is committed to exemplary guest experiences which perfectly mirror the values we celebrate through our Awards. We look forward to welcoming our nominees, partners, and guests to an evening that promises to be both glamorous and meaningful.”

The move to Park Lane reflects the Awards’ growing prominence and the magazine’s ambition to continually

elevate the ceremony’s stature. Past editions were held at The Royal Leonardo Tower Bridge but this year’s selection underscores the desire to offer guests a fresh perspective while retaining an atmosphere of sophistication and celebration.

The event on 20th April will feature a champagne reception, a gourmet dinner and the much-anticipated Awards presentation. Attendees can expect a memorable evening of networking, inspiration, and recognition, culminating in an exclusive after party hosted at a venue to be announced.

Nominations for the 2026 Awards will are set to open in August, with categories spanning design excellence, guest experience innovation, leadership in sustainability, and contributions to the wider community. Shortlisted finalists will be announced ahead of the ceremony in April so we encourage hotels and individuals across the hospitality sector to participate and share their success stories.

As the hospitality industry continues to adapt and evolve, the Hotel Magazine Awards remain a vital platform for celebrating resilience, ingenuity, and passion. With the stunning backdrop of the Intercontinental London Park Lane, the 2026 ceremony promises to be an evening worthy of the remarkable people and properties it will honour.

For more details about the Awards, including nominations, tickets, and sponsorship enquiries, please reach out to our team. Save the date - 20th April 2026and join us in recognising the very best in hospitality.

WINNER SPOTLIGHT

At the Hotel Magazine Awards, Franck Arnold, Managing Director of The Savoy, was honoured with the prestigious Hotelier of the Year title, a testament to his visionary leadership, relentless pursuit of excellence, and deep-rooted passion for hospitality. In this exclusive interview, he reflects on the significance of the award, the team and philosophy behind his success, and the bold steps he’s taking to shape the future of hospitality.

What does winning the Hotelier of the Year Award mean to you personally and professionally?

Firstly, it is always a privilege to be recognised by your industry, it flatters your ego for a while... and then you need to live up to it! It is a photo reflecting a particular moment in time, and then life goes on. As a leader, I constantly strive for continuous improvement; the words of ‘Ain’t No Mountain High Enough’ spring to mind.

What do you believe were the key factors or achievements that led to this recognition?

A bit of work, a bit of courage, a bit of luck and lots of good people around me – I’m extremely fortunate to be working alongside some of the most talented custodians of hospitality in our city, if not, the world. I recognise the importance also of pushing boundaries and testing new innovations, in order to develop our offering; in curating a luxury experience, we have to think outside of the box.

Can you share a defining moment from the past year that reflects your leadership or vision in hospitality?

Bringing “Gallery” – our new all day dining destination - at The Savoy, with Scoff, our dedicated scone shop, and The Florist at The Savoy to life, which were all several years in the making. From ideation and funding to concept development, renovation, opening and operating; it embodies what I believe represents what The Savoy must be: timeless elegance with a dash of eccentricity, staying true to our innovative DNA as the original luxury London hotel.

How do you plan to build on this success in the coming year for your team and property?

We will continue to create the buzz and constantly elevate the hotel reputation by delivering memorable experiences by extraordinary people. We have recently unveiled the first phase of our reimagined bedrooms and suites and we will look to deliver sustainable returns to continue garnering the trust and faith of our owners to keep on investing in this landmark property.

What advice would you give to aspiring hoteliers aiming to make a similar impact in the industry?

Love what you do, work hard, take risks, make mistakes, learn and grow. And… most importantly, don’t forget to have fun doing it!

WINNER SPOTLIGHT

In this exclusive interview, Jeremy Daudin, Group Head of Sales & Marketing at The Zetter Hotels, reflects on the brand’s recent triumph at the Hotel Magazine Awards, where The Zetter was named Best Hotel Group.

What does winning the Best Hotel Group Award at the HMAs mean to your team and brand as a whole?

Winning the Best Hotel Group Award at the Hotel Magazine Awards (HMAs) is an incredibly significant milestone for The Zetter and our brand as a whole. This accolade serves as a powerful validation of our unwavering commitment to excellence, innovation, and unparalleled guest experiences. It’s more than just a trophy; it’s a testament to the dedication and passion of every single member of our team. This recognition elevates our brand’s standing within the competitive hospitality landscape, reinforcing our reputation as a leader and a standard-bearer for distinctive, boutique hotel experiences.

What key strategies or innovations do you believe set your hotel group apart from the competition this year?

Several key strategies and innovations have undoubtedly set The Zetter hotel group apart from the competition this year. Our relentless focus on creating unique, personality-driven environments, rather than cookiecutter luxury, has resonated deeply. We’ve continued to focus on hyper-local experiences, curating partnerships and offerings that immerse guests in the vibrant culture of our neighbourhoods. Technologically, we’ve implemented smart, seamless solutions that enhance convenience without sacrificing the human touch, allowing our team to focus more on personalized service. Furthermore, our sustainability initiatives, which are deeply embedded in our operations and not just a marketing add-on, have become a genuine differentiator, appealing to a growing segment of environmentally conscious travellers.

How do you plan to build on this recognition to enhance your guest experience even further?

To build on this recognition and enhance our guest experience even further, we plan to double down on our

core strengths while exploring new frontiers of hospitality. This includes integrating more cutting-edge, yet discreet, technology to streamline guest journeys, and further enriching our F&B concepts with innovative, locally sourced menus.

Were there any challenges you overcame recently that make this win especially meaningful?

Recently, the entire industry navigated a period of unprecedented challenge, and for us, overcoming the lingering effects of the global pandemic has made this win particularly meaningful. This award is a reminder that even in the face of adversity, dedication to our core values and a relentless pursuit of excellence can lead to extraordinary achievements.

WINNER SPOTLIGHT

In this exclusive interview, we sit down with Tammy Kenyon, Spa Director at the award-winning Herb House Spa at Lime Wood. Fresh from being named Best Spa and Wellness Venue at the HMAs, Tammy reflects on what this recognition means for her team, the nature-inspired philosophy that sets the spa apart, and the innovative experiences shaping its future.

What does winning the Best Spa and Wellness Venue Award mean to you and your team?

Winning this award is an incredible honour and a proud moment for all of us at Herb House Spa. It’s a true testament to the passion, care, and dedication our entire team pours into every aspect of the guest experience. From our therapists to our front-of-house and wellness experts, everyone plays a vital role in creating a space where people feel nurtured, restored, and genuinely looked after.

Can you share some of the key philosophies or practices that set your spa apart from others in the industry?

At the heart of Herb House Spa is a deep connection to nature and a holistic approach to wellbeing. We’re fortunate to be located in the heart of the New Forest, and our philosophy is inspired by these surroundings. From natural, sustainable product ranges to our rooftop herb garden and forest-facing hydrotherapy pool, everything is designed to promote calm and reconnection.

What were some of the biggest challenges you overcame on the journey to achieving this recognition?

The past few years have tested everyone in the hospitality and wellness industries. Adapting to constant change, supporting our team’s wellbeing, and maintaining the highest standards of care during uncertain times were all significant challenges. But, through it all, we remained focused on our guests and on cultivating a strong, supportive culture within our team.

What innovations or future plans do you have to maintain your leadership in the spa and wellness space?

We’re incredibly excited about the new experiences we’re introducing that deepen our connection to nature and offer guests something truly unique. One of our most recent additions is guided foraging, an immersive way for guests to explore the local landscape, learn about the natural world, and reconnect with the rhythm of the forest. We’ve also launched the GROUND Biome Facial, a results-driven treatment rooted in balancing the skin’s microbiome and supporting emotional wellbeing through touch and sensory connection. The Hideout now features a beautiful terrace, allowing classes to take place both indoors and out. Whether guests are taking a class inside or under the open sky, they remain fully immersed in nature, with sweeping views across the forest. These offerings reflect our commitment to creating wellness experiences that are not only effective but deeply connected to our surroundings. As always, we’re continuing to evolve with purpose, drawing inspiration from our environment.

WINNER SPOTLIGHT

As winners of the Environment Award at the 2025 Hotel Magazine Awards, the team behind room2 Belfast has demonstrated that comfort and style can seamlessly coexist with rigorous environmental responsibility. We spoke with Lucy Eaglesfield, Head of Sustainability at room2 to learn more about the vision and ambitions driving their award-winning approach.

What does winning this Hotel Magazine Award mean to you and your team?

We were honoured to receive the Environment Award at the 2025 Hotel Magazine Awards, which recognised the entire room2 team’s dedication to the day-to-day implementation of sustainability in our design and operations. We truly believe that comfort, style, and environmental responsibility can, and should, go hand in hand. This award has given us the momentum to keep raising the bar in sustainable hospitality.

Can you share any behind-the-scenes efforts or innovations that you believe contributed to this achievement?

room2 Belfast’s success is rooted in a holistic and uncompromising approach to sustainability.

As an all-electric building, it operates on 100% renewable energy, powered by rooftop solar PV and high-efficiency air-source heat pumps. Our design team goes above and beyond to ensure materials are sourced sustainably, recycled or locally produced. We prioritise materials that are locally sourced, recycled, or sustainably certified, and we closely monitor environmental performance through our Lab Rooms, equipped with advanced systems for tracking water, energy, and indoor air quality. These technologies help us optimise our operational performance in real-time. It has meant that, on average, we emit 61% less carbon emissions than an average hotel. Beyond the building, we engage our employees, guests, and the local community through sustainability events, mindful consumption initiatives, and grassroots projects.

How do you think this recognition sets your hotel apart in such a competitive industry?

Today’s guests are looking for authentic experiences that

align with their values. This award affirms our genuine commitment to creating beautifully designed, functional, and environmentally responsible spaces. It positions room2 as a thoughtful alternative to traditional hotels – one that proves sustainability doesn’t mean compromise.

What’s next for your hotel - are there any new projects or goals you’re aiming for after this win?

While we’re incredibly proud of what we’ve achieved, there is always more to do. One of our most exciting projects we are currently working on is the scaling of our Circular Design Studio – a space dedicated to rethinking how we design, source, and reuse materials across our portfolio. Through this initiative, we aim to reduce embodied carbon, eliminate waste, and accelerate circular innovation in the hospitality sector. Our vision remains the same: to demonstrate that exceptional guest experiences are enhanced by sustainability.

In the Hot Seat

TOM ASPEY

From lugging suitcases as a teenage hall porter to steering one of the Cotswolds’ most acclaimed hospitality collections, Tom Aspey’s story is one of passion, persistence, and an unwavering focus on people. As Managing Director of Farncombe Estate, Tom has built a career defined by effortless luxury and authentic connection. In this candid conversation as he takes to the Hot Seat, Tom shares the lessons learned along the way and the evolution of modern luxury.

From humble beginnings as a teenage hall porter to leading one of the Cotswolds’ most celebrated hospitality destinations, Tom Aspey’s journey is a testament to the power of passion, perseverance, and a people-first philosophy.

“My name is Tom Aspey, and I’m Managing Director at Farncombe Estate, which is home to Dormy House, Foxhill Manor, The Fish, and Hillside Hangouts,” he begun. “I actually fell into hospitality by accident and have worked in the industry since I was 16 or 17.”

While still in high school, Tom landed his first role as a hall porter at the Lygon Arms in Broadway - then part of the prestigious Savoy Group. “I was very green, completely new to it all, and carrying bags for huge tips - I had no idea how good I had it at the time!” he laughed. This early exposure gave him a 5-star foundation in service and sparked a passion that would shape his entire career.

A move to London followed, where he worked at One Aldwych under Gordon Campbell Gray. From there, Tom pivoted to launching a collection of pubs and restaurants in North London and Hertfordshire. “It was exceptionally hard work and a major learning curve,” he recalled. He then joined Soho House Group, spending five years as General Manager at several of their iconic London sites before, as he puts it, “landing a dream move to Farncombe Estate” ten years ago.

Since joining Farncombe Estate, we asked Tom what has been his proudest achievement - “There have been plenty,” Tom reflected. “We have class-leading hotels, and seeing them flourish through refurbishments has provided numerous proud moments.” But what stands out most isn’t just the bricks and mortar. “Topping all of those is seeing so many of our team develop along the way. A number have grown into senior roles across the estate. I’m surrounded by great people, many of whom have been here longer than me, and that makes me very proud.”

Looking at the balance that maintains the hotel’s unique Cotswold charm with modern guest expectations, “We take a very considered and intentional approach,” Tom explained. While Farncombe delivers contemporary standards in comfort, service, and amenities, its essence remains rooted in the timeless allure of the Cotswoldsnatural beauty, tranquillity, and genuine warmth.

“At the heart of the experience is our team, whose attentive and heartfelt engagement with guests consistently leaves a lasting impression,” he said. “Their ability to connect on a personal level ensures that every guest feels not just well looked after, but truly welcome.” It’s this blend of authenticity and care, set against the stunning backdrop of a 500-acre estate, that enables Farncombe to preserve its character while meeting, and often exceeding, modern expectations.

Moving on to trends in luxury travel and how Farncombe Estate is adapting, Tom pointed to a fundamental shift: today’s luxury traveller wants space, time, and a sense of freedom. “Guests increasingly seek privacy and comfort without rigid structure or formality,” he observed. “They value experiences that feel meaningful and effortless, where spontaneity is embraced and curated moments feel generous rather than transactional.”

Farncombe has responded by championing “free-spirited generosity” throughout the guest journey. “That means fewer rules, more intuitive service, and environments where guests feel genuinely relaxed,” Tom said.

In keeping with this philosophy, Foxhill Manor has introduced an all-inclusive pricing model. “It reflects our commitment to effortless luxury,” he explained. “By offering a fully inclusive, five red-star level experience, we ensure guests feel liberated to enjoy everything without interruption or concern.”

For Tom, redefining luxury means “less about excess, more about ease, creativity, and authentic connection.”

When building and leading a successful hotel team Tom looks for personality, attitude, and work ethic. “Those are my three non-negotiables. You can train the rest, but none of these,” he said.

We asked Tom for the one lesson he’s learned in his career that every hotelier should know - Tom doesn’t mince words, “The guest must always be at the centre of your thinking.” He warned that it’s easy to lose sight of this when processes become over-engineered or when teams create rules and restrictions for their own convenience.

“Keep the guest in the centre and be absolutely certain everyone is having a great time,” he said. “If there’s ever an issue, jump on it immediately and go above and beyond to make it right.”

THE FEELINGS ECONOMY

This article from Clockwork Marketing explores how memorable experiences and thoughtful gestures transform guests into lifelong advocates. Using The Nare Hotel as an inspiring example, it shows how small but powerful touchpoints create lasting impressions that guests feel compelled to share.

In hospitality, leisure guests don’t just buy rooms— they invest in feelings. And there’s a crucial difference between loyalty and commitment that every hotelier should understand. Loyalty is fleeting, easily swayed by the next attractive offer or discount. Commitment runs deeper. It’s rooted in emotion and feelings, in the profound sense that someone truly gets you.

The brain is a prediction engine, constantly drawing on past experiences to shape future expectations. Smart hoteliers understand this. They know that genuine commitment grows not from loyalty programmes, but from those small moments when you exceed what guests thought was possible.

Take The Nare Hotel in Cornwall. Generations of families return here year after year—not because of points or perks, but because of how they’re made to feel. Their approach demonstrates something profound: when you plant emotional seeds through thoughtful experiences, they bloom into lasting commitment.

Consider their door-to-door Range Rover service. It’s not just transport—it’s a signal from the very first touchpoint that this experience will be different. When elderly guests arrive to find dedicated tech support ready to help with smartphones and tablets, it’s not customer service—it’s emotional validation that their specific needs matter.

The hotel has created their own comfort and emotional touchpoints – it goes way beyond the AA checklist, from pillow preferences to winter hot water bottles placed in turned-down beds. These aren’t random gestures; they’re strategic emotional investments. Guests can leave shoes outside their door to be polished overnight. They can take painting lessons with the resident artist or explore Cornwall’s coast on the hotel’s boat.

Each touchpoint creates what psychologists call ‘peakend experiences’—moments guests remember not just

for their practical value, but for how they made them feel. Truly understood. Genuinely cared for. Valued as an individual, not just a booking number.

This translates directly into digital marketing. When you share genuine moments—the artist teaching watercolours against Cornwall’s dramatic backdrop, the freshly polished shoes waiting at dawn—you’re not showcasing services. You’re inviting guests to imagine themselves as the main character in that story.

Hotels tell their story by positioning guests as the hero of their own travel fantasy. They don’t just recommend your hotel; they share how you made them feel. And feelings, unlike loyalty points, create lasting impressions that span generations.

As hospitality marketers with over 30 years’ experience, we understand that hoteliers are custodians of people’s most precious moments and time. When you create exceptional experiences that are emotively inspired, they naturally sell themselves.

Need help creating deeper guest connections online? Let’s talk.

www.clock-work.co.uk | 01803 872999

GUEST EXPERIENCE

Section sponsored by S.Pellegrino and Acqua Panna

SHARED MOMENTS

In the refined world of luxury hospitality, water is able to curate the customer journey — being a reflection of taste, care, and curated excellence. As iconic names at the table, S.Pellegrino and Acqua Panna continue to be at the forefront when it comes to the art of hospitality. Here are five ways in which the iconic duo deliver towards an unforgettable guest experience.

1

ELEVATING GASTRONOMY THROUGH EXCEPTIONAL PAIRINGS

S.Pellegrino and Acqua Panna are crafted to enhance culinary moments with precision — from the sparkle of S.Pellegrino to the velvety softness of Acqua Panna. These waters are chosen by chefs not only for their balance and finesse but also for their alignment with the world’s most prestigious dining institutions. Our partnerships with the Michelin Guide and The World’s 50 Best Restaurants reinforce our status as essential companions to fine dining, positioning as a trusted seal of gastronomic excellence.

2

FOSTERING CONVIVIAL CONNECTIONS AROUND THE TABLE

Hospitality thrives on shared moments. Whether it’s the first pour at a welcome dinner or bottles placed with intention during a leisurely lunch, these waters enhance the spirit of conviviality. They frame moments of togetherness with quiet elegance, transforming meals into memorable social experiences.

3

SIGNALLING WORLD-CLASS LUXURY FOR THE GLOBAL GUEST

Recognised in top-tier establishments internationally, S.Pellegrino and Acqua Panna are markers of international distinction. Their presence signals a commitment to quality and sophistication, thriving in today’s context of ever-evolving guest expectations.

4

ENHANCING HYDRATION AT EVERY TOUCHPOINT

Wellness is no longer a trend — it is a core expectation. Naturally sourced, these waters provide thoughtful hydration across every part of the guest journey: from restaurant service, enjoyed at the bar, poured poolside, presented in-room hotel bars, or present in grab-and-go services. In every space, they deliver refreshment that is both health-conscious and indulgently refined via the right format that suits every occasion.

5

AUTHENTIC AND PREMIUM PRESENTATION

The instantly recognisable bottle designs of S.Pellegrino and Acqua Panna bring timeless elegance to every table setting and guest room. More than just visual appeal, their presence communicates attention to detail and authenticity. For hoteliers and restaurateurs, this enhances perceived value — turning water service into a signature brand experience that reinforces luxury at every touchpoint.

HOSPITALITY REIMAGINED

With help from industry experts, we explore the emerging trends reshaping guest expectations and discover what today’s travellers truly want when they check in.

Today’s guests expect more than just a comfortable bed and a warm welcomethey crave experiences that feel personal, meaningful, and effortless. As Generation Z steps into its role as the most influential consumer group, the hospitality industry is reimagining what great guest experience looks like. From hyperpersonalised service and seamless technology to sustainability and authentic local connections, Gen Z is setting new standards and challenging brands to innovate.

In OakNorth’s recent Sector Pulse report on the UK’s hospitality and leisure sector, they found that over the last six months to 30 April 2025, the UK hospitality and leisure sector continues to demonstrate resilience, despite mounting cost pressures and evolving consumer behaviour.

While headline inflation briefly subdued in early spring, underlying price pressures remain entrenched and are expected to intensify in the months ahead. The rise in the National Living Wage, increased employer National Insurance Contributions, and overall utilities inflation has already ushered in a sharp rise in operating costs for hospitality and leisure providers.

The report found that consumer behaviour demonstrates cautious optimism, supported by modest real wage growth and a high household savings buffer, but in general they remain highly price-sensitive and selective. Against this backdrop, operators are leaning into value propositions, with the next six months likely to be defined by slow volume recovery, a deeper focus on efficiency, and selective growth opportunities, particularly within suburban and community-led formats.

Davide Santocono, General Manager at The Montagu Arms notices how Millennial and Gen Z travellers value inclusivity, and said, “Over the last couple of years we have introduced experiences to appeal to the family friendly and pet friendly markets. Canine guests receive an eco-friendly dog hamper and an À La Bark menu. Younger guests also receive their own hamper of goodies on arrival and have dedicated children’s menus and afternoon teas. During

the summer, a fun tipi, dressing up box and games can be found on the top lawn.”

Off the back of the pandemic, guests are still seeking experience-driven activities. At The Montagu Arms, local and seasonal events such as Dogstival, NGS garden tours, Beaulieu dog walks and National Motor Museum events connect guests with authentic local experiences—the kind of immersive stays that younger demographics crave. Family-inclusive offers such as “Kids Stay Free” deals, bespoke kids’ welcome packs, on-site games, child-friendly meals, plus access to outdoor adventures (canoeing, biking) make the hotel attractive to young families and multigenerational groups.

In terms of what guests consider ‘luxury’ today compared to five or ten years ago, Davide explained, “Luxury was once defined by opulence, formality and extravagance and we have definitely seen a shift towards experience, authenticity, and personalisation. Guests want experiences that feel curated just for them - handwritten notes, locally sourced gifts, farm-to-table menus, plastic-free products are all things that add value to the guest experience.”

We are also seeing more guests crave technology and digital touchpoints being implemented into a hotel stay, but it is essential they are being used to enhance, rather than replace, the warmth that hotel stays are often known for. At The Montagu Arms, the use of technology is discreet: fast, complimentary Wi Fi, Smart TVs, Bluetooth radios, Nespresso machines. “We’ve digitised our guest directory

which can be accessed via a QR code meaning we’re saving on printing and can provide more up to date, timely and personal information around events and attractions in the area, bookable experiences and digital menus,” added Davide. The booking and reservation systems at The Montagu Arms are sleek and responsive - but once onsite, all guest requests are handled personally, with staff greeting you by name and crafting experiences in the moment. “It’s the human element that provides that warm country house feel.

“In the future we plan to invest in a new CRM to provide a 360 view of the guest to provide even more personal experiences,” said Davide.

OakNorth’s Sector Pulse Report also found that A greater number of restaurants, pubs, and bars have started to leverage AI and automation to streamline operations. This ranges from AI-powered analytics for demand forecasting and staff scheduling, to experimental robotic assistants for food running or even basic customer service. For example, just in the last six months, London-based Zedwell Hotels have adopted AI-powered kiosks and chatbots to streamline check-in processes, and pub chain, Miller & Carter, now utilises AI-powered target marketing through Facebook and Instagram.

We asked Jackie Brown, Regional Director North & West Europe, Wyndham Hotels & Resorts, how technology, like mobile apps, AI or smart room features is shaping the way Wyndham’s guests engage with their properties, to which

she said, “It comes as no surprise that AI continues to be an emerging trend in travel across a range of functions, such as marketing optimisation, loyalty programmes and financial insights. It’s a helpful tool that can ensure hoteliers feel confident that they’re creating personalised offers and targeting the right guests with the right messages at the right time.

“The technology can analyse vast volumes of data to predict customer preferences and therefore optimise marketing campaigns. At Super 8 by Wyndham Durham, AI is used to send tailored promotions to loyal guests and create dynamic ads based on past booking behaviour. Guests are able to check-in and check-out from their mobile, as well as tip, access rewards and use a chatbot to quickly answer any questions they may have. AI can ensure that marketing budgets are spent efficiently, driving higher conversion rates and engagement in the brand.”

Similarly, at The Clermont, technology is central to their ongoing strategy. In recent months, the team has launched new websites across the Clermont Hotel Group portfolio, improving both desktop and mobile experiences to reflect digital booking behaviours and streamline the guest journey, something they recognised as essential to engage the younger generation.

Stuart Yeates, Chief Commercial Officer at Clermont Hotel Group, said, “Our Clermont Meetings & Events platform launched earlier this year is also a great example, designed to simplify bookings, offer real-time availability

and packages for business and corporate guests looking for meeting spaces. With our 4,000 bedrooms and 101 meeting spaces housed under one platform our offering became significantly more accessible and flexible for planners and attendees alike.”

He continued and added, “We’re also rolling out new self-check-in and check-out technology, providing more autonomy for guests to improve the guest journey at busy times. With 900 rooms at The Cumberland, over 80 at The Tower Hotel by Thistle and almost 700 at The Marble Arch Hotel by Thistle - which also recently underwent a new ‘sense of arrival’ project with an upgraded entrance, lobby and reception area - ensuring that the first guest experience is seamless and positive is essential.”

With ‘bleisure’ on the rise, Davide explained how he and the team are currently working on designing an experience for a multi-generational family escape as families are increasingly travelling together across generationsgrandparents, parents, and children. “It’s one of the fastestgrowing segments in leisure travel, driven by a desire for reconnection, shared experiences, and memory-making.

“Multi-gen groups often stay longer, book multiple rooms or suites, and dine on-site and are more likely to invest in experiences, from private dining and afternoon teas to nature walks and child/pet friendly activities,” finished Davide.

At Clermont Hotel Group, they’re also constantly evolving to meet the evolving expectations of today’s traveller, and

that is particularly evident in the rise of the bleisure guest.

Stuart said, “We know that guests, particularly younger professionals, increasingly want to make the most of their time away, blending business with experiences.

“Our recent partnership with Obvlo, a destination AI tool that integrates curated, local content for guests, is a great example of how we’re adapting to this market. This tool is particularly effective for guests on shorter stays, perhaps 1–2 nights in the capital, who want to quickly discover and enjoy nearby experiences. Since launch, we’ve seen strong engagement and real value for guests looking to personalise their time in London and we are looking at ways to expand how we utilise it further across our hotels, including on the TVs in guest bedrooms.”

Clermont Hotel Group are also focused on bringing the city’s culture into their hotels, utilising what’s in the immediate localities – both in subtle bedroom décor touches and through messaging to give guests an inhouse experience during their stay. “Our ongoing official partnership with WICKED The Musical has also brought a popular and immersive experience to The Clermont London Victoria with a themed afternoon tea.

“Beyond that, we’re developing partnerships and packages that give our guests access to London’s best attractions, from exclusive museum access and seasonal events like the Chelsea Flower Show, to shopping experiences, each aligned with the individual hotel location and guest demographic,” said Stuart.

We asked Stuart about the specific amenities or services that Clermont Hotel Group has introduced to help guests seamlessly blend work and relaxation during their stay –he explained, “We are increasingly focusing on creating spaces and amenities that make it easy for guests to switch between work and relaxation.”

At both The Clermont London Victoria and Charing Cross, they offer FLY LDN on-demand fitness classes inroom, alongside fully equipped hotel fitness suites. Every room has a dedicated workspace, and of course, superfast Wi-Fi throughout.

“We also offer complimentary minibars in all our rooms, offering snacks, soft drinks and a selection of teas and coffees. In our superior rooms and suites, this also includes a premium alcoholic selection, and we have room service available too,” added Stuart.

Stuart and the team at Clermont believe the future of bleisure is all about ease and personalisation. There are clear benefits to bleisure travel from a cost perspective, but also for convenience and sustainability-conscious travellers who want to maximise their time in a city which may be a one-off or rarity. “Ultimately, we believe it’s all about ease and personalisation – how can we identify and personalised a bleisure guests’ experience through tailored packages, offering packages for those longer stays and tapping into the audience?”

Jackie Brown sees with travellers seeking greater value for their money, hotels can increase profitability by offering

tailored services that enhance guest experiences while driving incremental revenue.

“One growing trend is pet-friendly travel1. With pet ownership surging, catering to travellers with pets offers lucrative opportunities. Hotels offering pet-friendly amenities, such as in-room beds, treats and dog-sitting services, can command premium room rates and boost ancillary income. The pet travel market is projected to double in value over the next decade, making it a profitable niche to tap into.

“All-inclusive travel is another high-growth segment. Post-pandemic travellers are prioritising convenience and value, fueling demand for all-inclusive packages. Hotels should capitalise on this trend by promoting package deals at the time of booking, capturing a larger share of travel budgets and boosting occupancy rates,” finished Jackie.

Zedwell is built around how the next generation of travellers live, move, and rest, with the brand’s pioneering, innovative concept designed to cut through the noiseboth literally and figuratively - creating clarity, comfort, and calm amidst the chaos of the city.

The soundproofed cocoons are windowless by design, offering distraction-free spaces that remove common sleep disruptors and clutter like TVs and coffee machines. Developed in collaboration with leading sleep scientists, every element has been designed to support better rest - from Hypnos mattresses and Egyptian cotton sheets to rainfall showers and purified air systems.

In line with the demand for seamless technology,

technology at Zedwell is designed to remove friction. Halima Aziz, Head of Hotels at Criterion Hospitality, said, “We don’t add digital layers for the sake of it - every feature exists to make the guest experience smarter, smoother, and more intuitive.”

Zedwell offers a fully automated guest journey from arrival to departure. Check-in is fast and seamless via self-service kiosks, with instant WhatsApp support and a digital concierge that makes exploring the city effortless - from booking taxis to unlocking local attractions. Even international guests without UK bank accounts can access every feature with ease.

“Younger guests are digital and AI-natives. From real-time assistance to data-informed upgrades, we’re continually evolving our tech experience to stay aligned with how the next generation travels,” said Halima.

In a sector shaped by rising costs, shifting values, and rapid technological advances, the hospitality industry is embracing a new era defined by authenticity, personalisation, and seamless digital experiences. From AI-powered convenience to curated local connections and inclusive amenities for families and pets alike, operators are reimagining what great hospitality looks like for today’s travellers. As younger generations continue to redefine luxury and seek more meaningful, frictionless stays, the most successful brands will be those that blend innovation with the timeless warmth of human connection. 1.

Skift Megatrends Report

THOUGHTFUL PAIRINGS

How S.Pellegrino and Acqua Panna Shape the Culinary Journey Through Thoughtful Pairing – a case study.

The concept of water pairing may seem subtle, but in London’s elite culinary spaces, it’s a growing art form. Just as different wines complement distinct dishes, still and sparkling waters with unique mineral profiles can elevate the flavours, pacing, and texture of a meal.

At celebrated restaurants like Dinner by Heston Blumenthal at the Mandarin Oriental Hyde Park, Alain

Ducasse at The Dorchester and Restaurant Gordon Ramsay - S.Pellegrino and Acqua Panna are treated as part of the tasting journey - not an afterthought.

Water Pairing as a Ritual

Sommeliers and waitstaff are trained to recommend them at strategic points in the meal, treating them with the same reverence as wine.

For example, during tasting menus:

• Acqua Panna may be served during lighter, raw, or vegetable-forward courses.

• S.Pellegrino is introduced during the richer, proteinbased or grilled selections.

This choreography brings texture and balance to the entire dining journey, creating contrast and continuity with each course.

Water Pairing as a Language of Hospitality

In five-star hotels across London, such as The Connaught water service has become a symbol of precision and elegance. Staff are trained not only in wine and spirits, but also in the nuances of mineral water - their provenance, taste profile, and ideal pairings.

Service teams offer a choice between S.Pellegrino and Acqua Panna at the start of the meal with a brief but refined description. Glassware is thoughtfully selected to enhance the presentation and experience - stemmed or tulip shaped for sparkling, wide-mouthed for still.

Water Pairing Creating Story Telling

One of the less spoken yet crucial parts of water service is its aesthetic contribution. The presence of S.Pellegrino and Acqua Panna bottles on a fine dining table is not merely functional—it is a deliberate design choice. The classic green bottle of S.Pellegrino, with its red star and elegant label, adds vibrancy and tradition to the table. In contrast,

Acqua Panna’s clear bottle and minimalist Tuscan Lily evoke a sense of natural refinement. Their presence alongside premium glassware, linen, and table settings signals quality - instantly recognisable to global travellers.

Water Pairing as a Dialogue of Taste and Prestige

The rising presence of water pairing in London is also fueled by S.Pellegrino and Acqua Panna’s active involvement in the culinary world. As sponsors of The World’s 50 Best Restaurants, the Michelin Guide, and the S.Pellegrino Young Chef Academy, these brands are deeply embedded in the future of fine dining. When London’s luxury hotels and restaurants serve these waters they’re connecting guests to a global ecosystem of culinary excellence. It’s a dialogue of prestige, taste, and innovation - communicated through the simplest of mediums: a glass of mineral water.

Water Pairing Unlocking a New Chapter in Fine Hospitality

As London continues to redefine luxury in dining and hospitality, the role of water has quietly but meaningfully evolved. With S.Pellegrino and Acqua Panna, restaurants and hotels are transforming the act of serving water into a curated ritual of elegance and intent. In every glass poured with care, water becomes more than refreshment - it becomes a reflection of taste.

DON’T DESTROY THE MOMENT

Darren McGinn, Business Development Executive at Glencairn Crystal, discusses how the right glassware can transform the customer experience and drive repeat business.

Why should hospitality venues prioritise highquality glassware?

Premium glassware is a key part of the overall drinking experience. High-quality, durable, and visually appealing glassware not only enhances the look and feel of a drink, but also shapes how customers perceive a venue.

This small touch can have a significant impact. A thoughtfully chosen glass communicates that a venue understands the importance of presentation and sensory experience, helping to create a lasting impression that encourages customers to return.

A great glass can also deliver brand awareness and publicity. Guests often share their eating and drinking experiences on social media, which is an excellent opportunity to help reinforce your brand identity and

generate organic exposure across digital platforms.

There’s also a strong business case for investing in quality. While lower-cost options may appear economical upfront, they often result in greater breakage and higher long-term replacement costs. Thin, fragile glassware struggles to withstand the demands of a commercial dishwasher and daily use.

You wouldn’t serve gourmet cuisine on a paper plate — so why compromise the customer experience with substandard glassware?

Glencairn Crystal produce the official glass for whisky, the Glencairn Glass – why should whisky be served in a specific whisky glass?

The glass you choose to serve your whisky in plays a pivotal

role in unlocking the full sensory experience of the dram. Our Glencairn Glass with its distinctive shape, has been meticulously engineered to maximise the enjoyment and appreciation of fine whisky.

Its tapering mouth captures those all-important aromas. The wide bowl allows the fullest appreciation of the whisky colour - this can help indicate age, cask type, or other factors that contribute to the flavour profile. Its shape is also designed to admire the texture and viscosity of the whisky as it swirls around, and its robust base is designed to be comfortable in the hand.

The Glencairn Glass is now the official glass for whisky and is the world’s favourite whisky glass – we sell millions of glasses all over the world to bars, restaurants and distilleries. In fact this year marks the 25th birthday of the Glencairn Glass and over the years we’ve sold 50 million glasses.

What other best-selling glassware products are particularly well-suited for hotel bars and restaurants?

We have an extensive range of stylish glassware designed to enhance the presentation and enjoyment of spirits, wine, champagne, and cocktails in any hotel setting, from inroom service to the bar or fine dining restaurant.

Our Glencairn Mixer Glass is a versatile favourite. Developed in collaboration with the Canadian whisky industry, it was designed to showcase the complexity of quality whiskies while allowing room for mixers or ice. Its adaptability makes it suitable for a wide variety of spirits, making it a valuable addition to any hotel’s glassware range.

Equally popular is our Glencairn Gin Goblet with its elegant shape featuring a distinctive lip for smooth sipping

and a gentle curve at the top to focus and enhance the spirit’s aromas

One of our latest additions is the Glencairn Flight Tray Set which features two Glencairn Glasses, water jug and pipette for adding a controlled splash of water to ‘open up’ the whisky’s aromas and flavours. Presented on a sleek black tray, it’s ideal for guests wishing to share their whisky moment.

How does Glencairn Crystal collaborate with the hospitality industry to support and elevate the bar and on-trade experience

We actively partner with hotels, bars, and restaurants to help create memorable and unique experiences for guests. This includes supporting venues with tailored events such as guided tastings, masterclasses, and educational sessions that deepen both bartender knowledge and customer appreciation for whisky.

We also offer bespoke branding services for venues. With the importance of social media and visually impactful presentation, customised glassware offers a powerful branding opportunity. Whether for a single promotional event or as part of a venue’s core service, we can produce personalised glasses with a minimum order of just one unit.

Please visit: www.glencairn.com for further details as well as a preview of how your venue’s logo or branding could appear on a Glencairn Glass, or across any of our other glassware options. To speak with a member of our sales team, please contact us at contact@glencairn.co.uk.

Scan to receive your free branded Glencairn Glass

SETTING THE STANDARD

In today’s competitive luxury hospitality market, exceptional family experiences are no longer optional, they are essential. The Luxury Childcare Association (LCA) has emerged as a benchmark in this space, equipping hotels and resorts with the training, quality assurance, and operational support needed to deliver world-class childcare. In this interview, Beth Kevan, Head of Sales & Marketing at Worldwide Kids shares how the LCA empowers hospitality brands to meet the highest expectations of discerning guests traveling with children, and why investing in professional, emotionally intelligent childcare is a powerful way to differentiate your property and build lasting guest loyalty.

How does the Luxury Childcare Association ensure that its vetted professionals meet the unique expectations of high-end hotel guests travelling with children?

The Luxury Childcare Association ensures that our members’ childcare staff meet the unique expectations of high-end hotel guests through specialised training and comprehensive quality control.

All childcare staff must complete the City & Guildsaccredited International Childcare for Leisure and Tourism programme, designed specifically for the luxury hospitality sector. This three-tiered training builds from fundamental safety and operational topics such as safeguarding, risk assessments and activity planning to advanced areas such as infant specific care, additional needs, and children’s mental health, all while embedding luxury service standards throughout.

To ensure real-world readiness, each professional completes a Personal Evidence Record. In addition, every property receives a bespoke Childcare Facility & Operations Audit tailored to luxury environments, evaluating staff interactions, health and safety, and service delivery. This dual approach guarantees that families receive safe, enriching, and brand-aligned childcare that reflects the high standards expected by luxury clientele.

In what ways do your childcare services directly improve the overall guest experience for families staying at luxury hotels?

By choosing an LCA member property, parents gain invaluable peace of mind, knowing their children are cared for by highly trained professionals in a secure, stimulating environment that meets the highest international childcare standards. This assurance allows parents to relax and enjoy their holiday; confident their little ones are safe and engaged in enriching activities designed to suit their age and interests. The result is a balanced holiday experience that genuinely caters to all members of the family.

When hotels join the LCA, they’re showing a real commitment to family excellence. It’s about making sure every family, whatever their shape or size, feels seen, safe, and genuinely cared for from the moment they arrive.

How do you work with hotel partners to integrate seamlessly into their operations, and what kind of support do you offer to staff or concierge teams?

We tailor our services to fit each property’s unique operations, guest profile, and brand identity, whether it’s a resort, city hotel, or private estate. While our safety and childcare standards remain consistent, our approach is fully adaptable.

Each member receives 10 flexible training licenses that can be used across departments, childcare, front office, F&B, housekeeping, ensuring every touchpoint supports a seamless family experience, not just the kids’ club. This cross-functional support is valuable for all hotels, regardless of their size, empowering all staff to confidently engage with families. We act as an extension of the hotel team, offering ongoing consultancy, and marketing collaboration to ensure integration feels natural, aligned, and adds real value.

Can you share any recent success stories or feedback from hotels or guests that illustrate the impact of your services on family travel?

Our partnership with Mar-Bella Collection, Greece reflects the core impact of the Luxury Childcare Association. As they shared:

“This partnership is a natural extension of our values… It

helps us ensure our youngest guests receive the same fivestar service and attention as their parents.”

This philosophy, equal care, and quality for every generation, is central to everything we do to ensure consistently high standards.

A guest at Helea Lifestyle Beach Resort offered this moving feedback:

“My son has autism and the Kids’ Club team embraced him with love, energy, and care. They helped with feeding and ensured he was happy throughout our stay. Thank you for making our holiday so special.”

Feedback like this shows how our training and support empower hotels to deliver genuinely inclusive, emotionally intelligent care, creating standout family experiences that leave a lasting impression. By supporting the needs of every generation, we help our partners create the kind of balanced, fulfilling holidays that define true luxury hospitality, and keep families coming back.

Looking ahead, how is the Luxury Childcare Association innovating to meet the evolving needs of modern, luxury-seeking families and how can this benefit our audience of hotel managers and operators?

The Luxury Childcare Association was created in response to a shift in expectations. Modern luxury-seeking families want more than a basic kids’ club, they expect professionally trained staff, recognised safety standards, and childcare experiences that match the quality of the rest of their stay.

To meet these evolving needs, we continuously innovate by tracking family travel trends, integrating educational and culturally relevant themes, and extending support beyond the kids’ club to every family touchpoint.

For hotel managers, this means a clear competitive advantage. LCA membership brings credibility, operational guidance, staff training, and cross-departmental support, all designed to elevate the family experience. Members also gain access to targeted marketing exposure through our network of 80,000+ high-net-worth families, helping position their property as a leading luxury family destination.

To Become a Member of LCA, please visit luxurychildcareassociation.com/become-an-lca-member

ENGLISH ELEGANCE

Being showcased this August as our Hotel of the Month is The Feathers - an elegant revival of Cotswold luxury.

Fresh from an extensive multi-million-pound renovation, The Feathers in Woodstock has re-emerged as one of Oxfordshire’s most captivating boutique hotels. Perfectly positioned just moments from the gates of Blenheim Palace, this Grade II listed property invites guests to experience a blend of period charm and contemporary luxury, all within the historic heart of one of England’s most picturesque towns.

Reopened in October 2024, The Feathers has been thoughtfully reimagined to balance heritage details with modern comforts. Behind its handsome golden-stone façade, 23 beautifully designed rooms and suites await, each offering a unique personality. From cosy Woodstock Rooms to expansive Feature Suites, every space combines bespoke Cotswold-made furniture, curated artwork, and luxurious amenities. Bathrooms feature elegant Victorianstyle basins, marble-finished tiles, brass fixtures, and walk-in showers stocked with lavish toiletries by Urban Apothecary. Whether you’re visiting for business or pleasure, the interiors evoke a sense of stylish serenity - a true home-away-from-home.

Dining is at the forefront of The Feathers’ experience. The Nest, the hotel’s upscale modern European restaurant, is led by Head Chef Luke Rawicki, who celebrates the best of seasonal British produce. Open Wednesday to Sunday, The Nest offers an enticing menu that starts each morning with breakfasts ranging from traditional English favourites to lighter dishes such as Bircher muesli and fresh-baked sourdough from Mark’s Cotswold Bakery. At lunch and dinner, guests can enjoy refined starters like chicken liver parfait or hand-picked Devon crab, followed by mains

including Blythburgh Farm pork loin, Delica pumpkin risotto, and perfectly cooked steak. The restaurant’s Sunday roast has already become a local favourite, and desserts - like the Comice pear tarte tatin and bitter chocolate ganache - provide a memorable finale to any meal.

For a more relaxed atmosphere, The Aviary offers a stylish bar and terrace ideal for unwinding over light bites and expertly mixed cocktails. Guests can sip on signatures such as The Feathers of Woodstock, blending Grey Goose vodka, elderberry and earl grey cordial, clarified lemon juice, and hibiscus sparkling wine. An extensive wine list is available by the glass or bottle, perfect for pairing with small plates or freshly baked pizzas. This summer, The Aviary’s terrace will complete a full refurbishment, including the addition of a pizza oven, making it an idyllic spot for alfresco dining and evening drinks.

The Feathers also caters to private events and intimate gatherings, with a semi-private dining room seating up to 12 guests and bespoke menus tailored to any occasion. Whether you’re planning a celebratory dinner, a small wedding, or a corporate meeting, the dedicated team ensures every detail is seamless.

Ideally located for exploring Woodstock’s independent boutiques and the rolling hills of the Cotswolds, The Feathers is a destination that feels both indulgent and comfortably familiar. Combining historic architecture, contemporary design, and genuine hospitality, this revitalised hideaway is proof that some classics only get better with time.

@featherswoodstock

UNLOCKING VITALITY

How NADclinic is empowering luxury hotels and spas to become longevity hubs.

As the global wellness industry is expected to surpass $1.2 trillion by 2027, luxury hotels and spas are seizing the opportunity to offer guests more than just relaxation.

From high-powered executives to wellness aficionados, today’s travellers are increasingly seeking immersive, health-boosting experiences that blend cutting-edge science with holistic well-being. In this evolving landscape, IV therapies, non-invasive rejuvenation treatments, and advanced health diagnostics are reshaping how wellness is integrated into luxury hospitality.

Among the forefront of this transformation is NADclinic, a global leader in NAD+ therapy with a presence in over 40 countries. The clinic leverages a 50-year-old NAD+ formulation, originally registered in 1974, to offer bestin-class IV infusions, advanced diagnostics, and tailored supplements.

By empowering hotels and spas to embrace these scientifically backed wellness solutions, NADclinic is helping transform properties into premier longevity destinations, catering to clients who want to thrive across the six pillars of health.

The Rise of Longevity-Focused Wellness

Guests today are no longer satisfied with superficial wellness treatments. Instead, they seek long-term solutions that enhance vitality, energy, and overall wellbeing. Wellness tourism, growing at a faster rate than conventional tourism, is now a major priority for the hospitality sector, especially in luxury spaces.

As hotels and spas race to cater to this demand, those who incorporate advanced therapeutic services, like NAD+ infusions, are positioning themselves as the go-to locations for longevity and vitality.

NAD+ (Nicotinamide Adenine Dinucleotide) is a coenzyme found in every cell of the body and plays a critical role in energy production, DNA repair, and cell regeneration. But as we age, NAD+ levels decline, which is linked to symptoms of fatigue, cognitive decline, and poor metabolic function. NADclinic’s NAD+ IV infusions work by replenishing these levels, giving guests a boost in energy,

mental clarity, and overall wellness—allowing them to experience the ultimate rejuvenation during their stay.

A Concierge Wellness Experience

NADclinic’s bespoke concierge service allows hotels and spas to seamlessly integrate NAD+ IV infusions into their wellness offerings. Whether a guest seeks recovery after a long-haul flight, an energy boost before a busy day, or simply wants to unwind and revitalise, these treatments can be tailored to their specific needs. On-site administration provides the convenience of instant access to world-class health solutions, helping properties elevate their reputation as wellness leaders.

For spa managers and hoteliers, this partnership isn’t just about offering a trendy wellness treatment—it’s about creating an all-encompassing health experience that meets the needs of modern, health-conscious travellers. Whether through personalised IV therapy, biological age testing, or nutritional assessments, NADclinic delivers a full spectrum of wellness services designed to optimise the well-being of each guest.

A Legacy of Wellness Innovation

What sets NADclinic apart is its heritage and expertise. The clinic’s signature NAD+ formulation has been perfected over five decades, backed by extensive research and clinical success. This formulation forms the backbone of a range of offerings, from IV infusions to supplements, all aimed at helping individuals live healthier, longer lives.

With a global network of clinical locations and a growing network of luxury spa and hotel partners—including Estelle Manor, Beaverbrook, Maison Hudson (New York) and Maison Villeroy (Paris)—NADclinic is at the cutting edge of wellness. Their holistic approach combines state-of-

the-art diagnostics—such as biological age assessments and NAD+ level testing—with highly personalised therapy plans. By providing a 360-degree solution, NADclinic helps hospitality venues not only meet the needs of wellness travellers but exceed them, creating an unparalleled longevity experience.

The Future of Wellness

In an exciting development for 2025, NADclinic is set to launch its NADSQx Smart Pen, allowing clients to maintain optimal NAD+ levels anytime, anywhere. This easy-toadminister booster shot kit promises to extend the benefits of NAD+ infusions beyond the spa or hotel visit, enabling individuals to effortlessly manage their health on the go. Combined with NADclinic’s supplements and continuous diagnostics, this innovation represents a new frontier in accessible, results-driven wellness.

NADclinic: Leading the Way in Longevity Solutions

As the demand for wellness-driven travel continues to grow, hotels and spas have the opportunity to become more than just retreats—they can be transformative health destinations. NADclinic is helping them do just that, offering bespoke, science-based wellness solutions that not only revitalise guests but empower them to live healthier, more vibrant lives. Whether through tailored NAD+ infusions, cutting-edge diagnostics, or holistic supplement programmes, NADclinic is at the forefront of a new era in hospitality wellness.

For more information on how NADclinic can enhance your hotel or spa’s wellness offerings, visit NADclinic.com.

GIVE GUESTS AN UPGRADE

How Taylors Coffee Bags can make all the difference to guest experience.

Coffee is usually the first or last part of a guest’s stay and a poor coffee experience could affect guest satisfaction - in fact, great food and drink is now considered as integral to guest experience1 .

This means that every coffee moment, from the first cup in their room to the final morning sip at breakfast, is an opportunity to exceed their expectations and drive loyalty. Yet despite this, many hotels continue to serve low quality coffee, such as instant sachets that can leave guests disappointed and craving the quality they’d expect from their local coffee shop.

The hospitality gamechanger

While many hotels choose pods or instant for in-room coffee, there’s a third option that’s gaining significant traction2. Coffee Bags are an innovative solution that

combine the convenience of instant with the fresh and rich experience of freshly ground coffee – all brewed in minutes.

Taylors Coffee Bags represent a breakthrough in hospitality coffee solutions – and they’re already the No.1 Coffee Bags brand3. Each bag contains 100% specialitygrade Arabica beans, expertly roasted and ground using expert extraction techniques, then individually wrapped for freshness. This means your guests can enjoy high-quality coffee that can be prepared in just two minutes with nothing more than a kettle.

Three key moments to elevate your coffee offering:

In-room

The in-room coffee experience can set the tone for a

guest’s entire stay. Only 25% of adults would describe the in-room complimentary coffee offering in UK hotels as being of good quality, with most wishing it was better4 , Coffee Bags are a great opportunity to create a memorable experience that keeps guests coming back. Our Rich Italian blend, with its full-bodied flavour and aromatic intensity, transforms the morning routine from mundane to properly exceptional whilst our Decaffé option is a great smooth and balanced coffee for evenings.

Breakfast stations

Serving premium Coffee Bags instead of instant coffee at breakfast stations could deliver the quality that would drive positive reviews. The rich flavours of our expertly roasted blends complement any breakfast offering, while our Decaffé option ensures every guest can enjoy the experience regardless of caffeine preference.

Conferences

Support productive meetings and impress event guests with premium coffee that requires no baristas or complicated machines – just a kettle and two minutes of their time. This simplicity combined with exceptional taste makes Taylors Coffee Bags the smart choice for busy conference environments.

The Northcote Hotel

Lisa Goodwin-Allen, Executive Chef at the Michelin-starred Northcote Hotel, experienced firsthand the care and expertise that goes into every Coffee Bag during a visit to the Taylors factory. From the selection of 100% specialitygrade Arabica beans to the complex flavour development, she witnessed why Coffee Bags are the smart choice for premium hospitality.

“For us to have an amazing product at Northcote to give to our customers, especially in the rooms, it’s fantastic

and I hope they’ll enjoy it as much as I do” – Lisa GoodwinAllen.

The Coffee Bag advantage

Beyond taste and quality, Coffee Bags solve the operational headaches that can come with traditional coffee solutions. No staff training is required, there’s no confusing equipment to maintain, and no mess to clean up. Your team simply needs to replenish the bags alongside the hot beverage selection – it’s that straightforward.

However, simplicity doesn’t mean an inferior guest experience. The premium packaging creates a sense of occasion that instant coffee sachets simply can’t match, all while avoiding the complexity and maintenance requirements of coffee pods and machines.

Ready to upgrade your guest experience?

The Coffee Bag revolution is here. Whether you’re looking to elevate your in-room refreshments, enhance your breakfast offering or provide premium conference beverages, Taylors Coffee Bags offer the perfect blend of quality, taste and convenience.

Don’t just take our word for it though. Experience the difference yourself by scanning the QR code below to request samples of our Rich Italian and Decaffé blends and discover why Coffee Bags are becoming the preferred choice for hotels across the UK.

Ready to give your guests an upgrade? Request your free samples today.

Scan the QR code below and taste the difference that Taylors Coffee Bags can make to your guest experience.

1. Hotel Business Review, December 2023

2. Tech Revolutionary, June 2025

3. IRI Sales Value, 2025

4. https://www.taylorsoutofhome.co.uk/sectors/hotels

FRENCH FINESSE

Delicious Desserts with Symphonie Pasquier and Executive Head Chef Debjit Dass at The Zetter Clerkenwell.

Nestled behind the famous Zetter front door, The Zetter Clerkenwell resides in a townhouse on one of London’s oldest squares, this establishment is fuelled by a passion for super cocktails, sensational parties, and perfect slumber. The distinctly British style harbours a timeless imperfection, so visitors feel at ease and comfortable enough to make themselves instantly at home, and that was quite the same impression when

meeting up with Chef Debjit Dass. Recently taking up the helm as Executive Head Chef of The Zetter Hotel group, Chef Dass was delighted to accept the opportunity to create a Christmas menu of desserts with French pâtisserie experts, Symphonie Pasquier.

Highlighting the range of classic tartelettes, impressive entremets, easy to use Petits Fours and the showstopping Crème Brûlée Tartelette, Chef quickly created a multitude of options that would be at home on any hotel’s festive

menu, from individual desserts with a simple garnish, to café gourmand, petits fours and macarons, perfect for events.

Chef Dass gave his first impressions of the Symphonie Pasquier range, “Our delivery arrived still perfectly frozen and perfectly presented, no mean feat as we were having a very un-British heatwave, so we quickly slipped the products into the freezer. Looking through the pâtisserie range I quickly realised just how beautiful the products are and the incredible flexibility to create absolutely anything. The fact that it all went into the freezer was an incredible bonus as it would save a lot of waste given that many of the desserts are pre-portioned.”

After a week of using the products, Chef Dass had his Christmas menu ideas finalised.

First up, the Crème Brûlée Tartelette, a classic festive dessert and to create the signature molten sugar topping which cracks when tapped with a spoon, simply sprinkle with brown sugar and then apply a culinary torch. Individually portioned, the crème brûlée sits in a crisp pastry shell that holds perfectly on the plate. Served modestly with only a quenelle of homemade vanilla and lime mascarpone and a few berries, the dessert needed nothing more to be a perfect ending for a Christmas meal.

The selection of entremets provided a real conundrum for Chef Dass as he found this range was incredibly flexible.

“With four entremets in the range, I was spoilt for choice, and in the end, I decided to use slim slices of the Le Tout Chocolat, L’Agrume Mandarine - Nougat Montélimar and the Macaron Vanille – Framboise as a Café Gourmand to be served at the end of a Christmas dinner, a grand finale indeed. These were easy to portion and looked stunning served together on a plate. I also used the Croustillant 3 Chocolats sliced into a triangle and served on a bed

of crumble with a chocolate ice cream. This was a really stunning dessert, so simple and impactful.”

Petits Fours are the perfect product to keep in stock as they can be used in many ways, whether with a hot drink, or even mulled wine, for a conference or event or after a meal. Symphonie Pasquier ‘Envies Sucrées’ Petits Fours comprise a range of delicious mini French pâtisserie’s, including Lemon Tartelettes, Opera Entremets, Raspberry financiers, Pistachio Entremets, Coffee Eclairs, Chocolate Eclairs, Apple Blackcurrant Entremet, Apricot Flan, and Chocolate Tartelettes. Perfect for festive events and simply served on a slate.

Chef Dass, saved his favourite until the end, “The Tartelettes Fruits Rouges Meringuées and Tartelettes Passion Meringuées ‘à l’italienne’ are individual desserts, ready to serve with a stunning poached Italian meringue, crafted to retain its perfectly piped peaks after defrosting. These tartelettes sit in a crisp pastry shell and can be served cut in half or whole, and I used a crumble, a quenelle of Sicilian lemon sorbet and the zest of a lime to decorate the passionfruit tartelette and the crumble with a raspberry sorbet quenelle and fresh raspberries for the fruits rouges variant.”

Made in France by Symphonie Pasquier’s expert pâtissiers, the extensive range of desserts look and taste delicious and are incredibly flexible for any type of Christmas menu. Arriving frozen, they simply need to defrost in a fridge and then can be prepared as needed. As Chef Dass concludes,

“These desserts are perfect for a Christmas menu; they are made in France and arrive to me frozen. They defrost beautifully, are flexible for any type of menu, and taste delicious. Bon Appetit!”

BEYOND THE BOTTLE

How VANITY GROUP are turning amenities into an experience.

VANITY GROUP is a global leader in creating the perfect match between hotels and brands across beauty, fashion, fragrance, lifestyle, and spa, specializing in curated hotel essentials. However, in 2025, offering just the product isn’t enough, it’s the experience that comes with it that lingers long after check out. In the age of the experience economy, hotel guests are no longer content with simply beautiful rooms or premium bathroom amenities. They want stories, sensations, and one of a kind memories. VANITY GROUP works closely with their partners to create exclusive and immersive activations to elevate hotel guests’ experiences, here’s how:

Christophe Robin x Middle Eight

At London’s Middle Eight Hotel, VANITY GROUP restyled the hotel’s QT Club into a multi-sensory celebration of hair culture alongside Christophe Robin. We created a chic,

sensory takeover that welcomed influencers, editors, and beauty insiders into a symphony of hair hospitality. From a Spin-to-Win station with coveted Christophe Robin prizes to a bespoke Beauty Prescription Bar offering personalised hair and scalp consultations, every element was designed to enhance the guest experience and create a unique and standout moment for both Middle Eight and Christophe Robin.

Perricone MD: Skincare Rituals in Room

In another pioneering move, VANITY GROUP’s partnership with luxury skincare brand Perricone MD is redefining in-room wellness. Launching soon across select hotel partners, guests will enjoy exclusive skincare tutorials available directly in-room, with accompanying award winning Perricone MD skincare on demand. These thoughtful touchpoints deliver a new level of personalisation and care, turning routine into ritual, and

rooms into sanctuaries for guests through immersive skincare tutorials. For hotel partners, the benefits go beyond guest satisfaction. This kind of activation unlocks dynamic branded content opportunities, opens new revenue streams, and fosters deeper, more personal connections with guests that turn moments into lasting brand loyalty.

Jo Loves x Pan Pacific London

How do you launch a new scent in a way that feels unforgettable? You build an experience around it. Pan Pacific Hotels around the world are the exclusive Group partner of Jo Loves iconic Mango Thai Lime fragrance and hotel collection So when Jo Loves launched its new fragrance, With Love From Como, VANITY GROUP collaborated with the brand to transform Forbes Five Star recognised hotel, Pan Pacific London’s pool and mindfulness studio into a stunning Lake Como-inspired escape. From custom branded deck chairs and Italian floaties to a fragrance trolley and immersive Café Como setup, the guests are transported to an Italian lake side oasis. This activation was launched as a standout press and influencer event, and is now available to guests of the hotel until the end of August – giving guests even more reason to experience graceful luxury at Pan Pacific London.

KEVIN.MURPHY x art’otel: Hair Meets Haute Culture

The latest partnership between KEVIN.MURPHY and

art’otel presents experiential luxury at its finest. Guests across London, Amsterdam, and Rome can enjoy the REPAIR.ME hotel collection and tap into the exclusive art’otel x KEVIN.MURPHY Styling Channel.

To take this experience outside of the guests stay, art’otel and KEVIN.MURPHY are taking the show on the road with a European Styling Roadshow, kicking off with the grand opening of art’otel Rome Piazza Sallustio. Guests will have the chance to sit down with professional KEVIN. MURPHY stylists through pop up hair salons over the summer. With upcoming activations during Fashion Weeks in London and Amsterdam, this partnership proves that guest engagement can (and should) extend far beyond the bathroom.

VANITY GROUP is at the heart of the zeitgeist when it comes to modern hospitality. The award-winning hotel essentials provider understands that today’s travellers don’t just want products, they want an experience that leaves them feeling transformed and inspired until their next stay. A body lotion is lovely, but when paired with a story, a service, or a sensory moment, this is where unforgettable guest moments are created.

Step into VANITY GROUP’s designer playground, where amenities are just the beginning, and unforgettable guest experiences are expertly brought to life by contacting info@vanitygroup.com 07771883458 www.vanitygroup.com

AN ICONIC RANGE

In today’s hospitality landscape, creating memorable guest experiences goes far beyond décor and service, it’s also about the thoughtful touches that make a stay feel personal and comfortable. At the forefront of this trend is Kellanova, the powerhouse behind beloved snack brands like Pringles, Cheez-It, and Rice Krispies Squares. We sat down with a leading figure at Kellanova to explore how the company’s iconic portfolio is helping hotels and resorts elevate in-room amenities, boost guest satisfaction, and tap into the ever-growing demand for convenient, high-quality snacks.

Kellanova’s snack brands like Pringles, Cheez-It, and your range of cereal bars are widely loved. How do you see these products enhancing the modern guest experience in hospitality environments such as hotels or resorts?

Kellanova’s iconic snack portfolio brings together two

essential elements for a memorable guest experience: familiarity and indulgence.

Products like Pringles and Cheez-It, with their bold flavours and convenient packaging, seamlessly elevate the in-room experience. They’re also ideal for hotel bars and guests on the move. Meanwhile, cereal bars such as Special K, Cereal Milk Bars and Rice Krispies Squares cater to a

wide range of guests, from health-conscious travellers to those seeking a nostalgic energy boost.

By offering guests trusted, high-quality snacks, hotels can create a home-away-from-home atmosphere, while driving impulse purchases. With 75% of consumers always finding room in their budget for snacks, hotel operators have a real opportunity to enhance both guest satisfaction and profitability through stocking the right snack range¹.

In what ways is Kellanova innovating its snack offerings to align with changing consumer preferences, particularly for travellers seeking convenient yet elevated in-room or grab-andgo food options?

Today’s travellers are looking for snacks that deliver comfort, health and convenience¹. Kellanova is meeting this demand through offering a versatile portfolio designed to be enjoyed anytime, anywhere.

Recognising that no two travellers are the same, Kellanova is innovating across key areas, from portioncontrolled packaging and breakfast-to-go formats to better-for-you options that don’t sacrifice on great taste. This allows guests the flexibility to interact with the snack range in a way that suits their lifestyle, with options available for all times of day².

These adaptable and portable options are perfect for inroom displays, lobby shops or vending machines, delivering both nourishment and enjoyment without compromise.

Can you share details on any collaborations or tailored product formats Kellanova has explored (or is exploring) specifically for the hospitality or travel sector?

Breakfast preferences and service models vary widely across the hospitality sector. That’s why Kellanova offers flexible cereal solutions in a range of formats and sizes to

suit the different needs of both operators and guests alike. Individual portion packs of cereal are ideal for in-room mini-bars or low-volume breakfast offerings, providing convenience while still offering variety. For medium to high volume breakfast service, larger bag packs support efficient dispensing and easy replenishment, ensuring guests can enjoy their favourite cereals without delay.

From your perspective, what makes a snack “hotel-friendly”? How does Kellanova balance indulgence and practicality when designing products that resonate in both minibar and lobby market settings?

A “hotel-friendly” snack should meet three key criteria: portability, mess-free consumption and universal appeal. The challenge is achieving all this while still delivering the great taste and quality guests expect.

Kellanova’s snack range addresses this challenge with thoughtfully designed formats, like sleek, resealable Pringles cans and individually wrapped cereal bars, that offer both convenience and minimal clean-up. These products are not only easy to store and serve, but are also instantly recognisable as high-quality and iconic household brands - exactly the kind that guests are more likely to trust and choose³. This familiar branding and quality makes Kellanova’s snack portfolio a reliable option to enhance the overall guest experience while supporting operational efficiency.

Bring front of house brands to life with eye-catching POS displays! Scan to order yours for free today:

LEADING WITH HEART

In this exclusive interview, Ivan Giles, General Manager of Four Seasons Resort Langkawi, shares insights from his remarkable hospitality journey across the Maldives, Mexico, and Malaysia. As the resort celebrates its 20th anniversary, Giles reflects on what makes this destination so special and also offers thoughtful perspectives on adapting to diverse cultures, the keys to running a successful hotel, and how embracing local heritage can elevate luxury hospitality.

“I have learned that mentorship alone is not enough.”

Tell us about Four Seasons Resort Langkawi. Four Seasons Resort Langkawi holds a very special place in my heart — it’s one of those rare destinations where nature, culture, and heartfelt hospitality come together so effortlessly. Set along a mile-long beach and framed by ancient rainforest, we’re incredibly fortunate to be located within the Langkawi UNESCO Global Geopark, a truly breath-taking corner of Malaysia.

This year, we’re especially proud to be celebrating our 20th anniversary — a remarkable milestone that speaks to the dedication, resilience, and passion of our team. It’s a moment of great pride for all of us, and a chance to reflect on the countless memories we’ve helped create over the past two decades.

What makes this place so memorable for our guests is the care we put into crafting every moment — whether it’s a serene mangrove safari with our naturalist, a meaningful wellness experience at The Geo Spa, or simply watching the sunset from your private villa. And of course, it’s all brought to life by the warmth and dedication of our team, who embody the legendary Four Seasons service in everything they do.

You’ve had a really interesting career, spanning across The Maldives and Mexico, before moving to Malaysia. How have you adapted to working in different countries with completely different cultures?

Working in hospitality has truly been a rewarding journey, offering me the privilege of experiencing the beauty of

diverse cultures first-hand. The international opportunities in this field are remarkable, offering the added benefit of fostering a deep sense of tolerance and understanding toward the diverse communities we serve.

When moving to a new country, I have found that embracing the local culture, traditions, and cuisine makes the transition not only smoother but far more enriching. It is all about keeping an open mind and being willing to learn and adapt. Travelling is deeply rewarding, and living in different parts of the world has been an eye-opening experience I truly cherish.

What are three key factors you believe to be important for running a successful hotel?

In my experience, running a successful hotel comes down to three key things: people, purpose, and place.

People are at the heart of everything. A hotel is only as strong as its team, and creating a culture where people feel empowered, supported, and valued is essential. At Four Seasons, we put great emphasis on fostering genuine connections - both among colleagues and with our guests. When our team feels a true sense of pride and belonging, it naturally translates into the warmth and attentiveness that defines our service.

The second is purpose. At Four Seasons, we aren’t just in the business of hospitality - we’re in the business of creating memories. Everyone on the team understands that we’re here to make a difference in each guest’s journey, whether it’s through a simple gesture, a personalised experience, or anticipating a need before it’s voiced.

That clarity of purpose brings soul to our service and consistency to the guest experience.

And finally, place. Every great hotel or resort reflects and celebrates its surroundings, and here at Four Seasons Resort Langkawi, we’re privileged to be set in one of Malaysia’s most extraordinary locations - within a UNESCO Global Geopark, where ancient limestone formations meet lush rainforest and a mile-long stretch of beach. We weave this sense of place into everything we do - from guided mangrove safaris and Malay cooking classes to design elements that reflect local heritage. Our goal is to ensure that every guest leaves not only refreshed, but also deeply connected to the beauty and culture of Langkawi.

What could hotels in the UK learn from the Malaysian hospitality scene?

One of the most beautiful aspects of Malaysian hospitality is the genuine warmth and graciousness that come so naturally to the people here. It’s not something that can be easily trained - it’s cultural. There’s a deep-rooted sense of respect, humility, and attentiveness that creates an immediate feeling of welcome and comfort, and I believe that’s something hotels anywhere in the world, including the UK, could be inspired by.

Another area is our ability to create highly personalised experiences with sincerity. In Malaysia, we don’t just offer service - we offer care. At Four Seasons Resort Langkawi, that might look like a naturalist remembering your child’s fascination with hornbills and planning a personalised walk around the resort the next day, or a spa therapist adjusting a wellness journey to match a guest’s mood and energy that morning. It’s these thoughtful, intuitive touches that leave a lasting impression.

Lastly, there’s an incredible diversity here - in culture, cuisine, language - and that’s reflected in the way we approach guest experiences. We embrace it fully and make it part of the story we tell. UK hotels, which are also

surrounded by rich heritage and multicultural influences, have an opportunity to deepen their guest offerings by tapping into that same spirit of storytelling and authenticity.

Four Seasons Langkawi is an island resort; how does this make your job as General Manager different in comparison to previous locations?

Managing Four Seasons Langkawi, an island resort, has been a truly unique experience - yet in many ways, it feels familiar, echoing my previous roles in the Maldives and Hawaii. These remote destinations share a common thread: the critical importance of time and meticulous planning.

In such settings, there is no option to make a quick trip to a nearby mall or store for a last-minute event need. Every detail must be thoughtfully anticipated and carefully managed to ensure flawless execution. Deliveries can take anywhere from a week to two months, depending on the item. Food logistics are even more complex, as we go to great lengths to ensure that the quality of ingredients used on property meets our highest standards.

While the challenges of operating in remote locations are real, the opportunity to work in such stunning environments - and deliver exceptional experiences despite the complexities - is incredibly rewarding and something I value deeply.

How do you deal with the quieter seasons, and still maintain profitability and good atmosphere in the hotel?

Quieter seasons are often seen as a challenge in hospitality, but I view them as a valuable opportunityboth operationally and creatively. At Four Seasons Resort Langkawi, they give us space to refocus, fine-tune our service delivery, and reimagine how we engage with guests and the business itself.

Commercially, we take a targeted approach. We develop

tailored offers that appeal to regional travellers, digital nomads, and wellness seekers — guests who often prefer the calm of off-peak travel. We also work closely with our PR and sales teams to reposition the resort during this period, highlighting experiences that are uniquely tranquil and immersive, like private nature excursions or extended wellness stays.

But it’s not just about revenue - it’s also about atmosphere. With fewer guests on property, we’re able to heighten personalisation and create moments that feel truly bespoke. Whether it’s a one-on-one cooking class with our chef or a customised spa journey at The Geo Spa, we take the time to craft experiences that leave a lasting impression.

Internally, this is also the season to invest in our teamfrom cross-training and mentorship to innovation sessions that spark fresh ideas. So while the pace on the surface may seem slower, there’s a great deal of forward movement happening behind the scenes. It’s about using the quieter season not to pause, but to prepare - for growth, excellence, and the opportunities ahead.

How do you embrace local culture, including things such as spa treatments and cuisine, whilst keeping aligned with the Four Seasons brand?

At Four Seasons, we believe true luxury is grounded in a strong sense of place. Embracing the local culture is not only essential to delivering meaningful guest experiencesit’s also what differentiates each property within our global portfolio. In Langkawi, we’re fortunate to be surrounded by the rich cultural heritage of Malaysia and the extraordinary biodiversity of a UNESCO Global Geopark. These elements shape how we design, curate, and personalise the guest journey.

At The Geo Spa, for instance, our treatments are

inspired by the island’s natural healing philosophies, drawing on elemental energies like earth and water. It’s a wellness concept that’s deeply local, yet delivered with the sophistication and intuitive care that define the Four Seasons brand.

Our culinary experiences follow the same principle, elevating traditional Malay flavours through refined technique and thoughtful presentation. Whether it’s a reimagined version of classic dishes or a bespoke beachfront barbecue infused with local herbs and sambals made to order, we aim to celebrate authenticity while maintaining global standards of excellence.

It’s this careful balance, between cultural immersion and the timeless consistency of Four Seasons service, that allows us to create memorable, place-specific experiences our guests genuinely connect with.

As someone who has had an amazing career in hospitality, what advice would you give to aspiring professionals looking to have the same level of success as you?

One of the most valuable lessons that has shaped my success is something my father taught me early on: take responsibility for your own learning. Don’t wait for someone to teach you everything - own your growth, and be accountable for how you spend your time and what you choose to learn.

Throughout my career, I have been fortunate to have incredible mentors whose guidance has been truly invaluable. But, I have learned that mentorship alone is not enough - progress only happens when you pair that guidance with a strong personal commitment to self-improvement. Ultimately, it is up to each of us to take charge of our development and actively seek out opportunities to learn and grow. fourseasons.com/langkawi

BEYOND THE THREAD COUNT

As luxury becomes harder to define – and even harder to impress – Hamish Kilburn sits down with visionaries from Marriott, Accor, IHG and beyond to unpack what truly sets high-end hospitality apart…

Luxury design in 2025 is the hotel world’s version of that friend who shows up to brunch in a perfectly crumpled linen suit – effortless, expensive, and impossible to replicate with the same impact. When hotel standards are rising to serving mood lighting and rain showers as standard, the old markers of luxury start to lose their allure. The lines between lifestyle and luxury are blurred beyond recognition. And honestly, that’s where things start to get interesting.

This month, I had the joy of moderating two very different panel discussions — first, bathed in the crystalclear light of Halkidiki at HI Design Europe, then under the elegant Parisian skies at the NEWH Leadership Conference. Both were united by one provocative question: what really defines high-end luxury today?

If your first thought still involves velvet banquettes and gilded mirrors, then perhaps we need to talk.

The modern luxury guest is no longer awed by showy materials or off-the-rack opulence. What they crave is deeper – an emotional connection, a genuine sense of place that feels layered and, above all, that unmistakable feeling that someone truly cared before they ever stepped foot inside.

At HI Design, my fierce panel – Steven Blaess (Clivedale London), Tatiana Sheveleva (CHAPI Design), Florian K. Walther (Hard Rock Hotel Malta) and Glenn Huskie (Artizan Group) – unpacked how luxury has gracefully shifted from what you see to how you feel. For Sheveleva, a designer who has just completed Ritz-Carlton Yacht Collection’s Luminara and St Regis Cap Cana, that shift means prioritising bespoke elements wherever they add meaning, crafting spaces where every detail feels intentional and personal.

It turns out, bespoke isn’t just about style – it’s a strategic move also. As the lifestyle sector keeps upping its game, luxury can’t just shout louder – it needs to think sharper. Today, design must speak in the unique language of its location, with a clear and confident voice. Without that, it’s just more noise in a sea of sameness.

This becomes especially tricky for global brands, caught between staying consistent and being authentic. At the NEWH Leadership Conference, with voices like Aliya Khan (Marriott), Melissa Messmer (IHG), and Damien Perrot (Accor), we dove into cultural fluency – how true luxury design listens to the rhythm of a place and reflects it honestly.

Take the InterContinental Park Lane in London, for example – perched on a street infamous for its Grande Dame hotels. Its recent renovation doesn’t shy away its Brutalist bones, as others once tried. Instead, interior designer Linda Boronkay is embracing its raw geometry, layering in warmth, wit and texture. The result is a fresh attitude that even inspired the cheeky concept of a “Brutalist afternoon tea.” Talk about giving the general

manager something new to mull over!

This is what luxury demands today: confidence to own a space’s DNA, not dilute it. Guests are too savvy now for generic gestures – they want spaces that belong, that perform while telling a story.

This is where design steps beyond the visual into the realm of experience, orchestrating lighting, layout, scent and even silence into a seamless emotional journey.

Meanwhile, hospitality itself is evolving, blending with other worlds. Luxury fashion houses once tied to runways and boutiques are now curating hotel interiors, service rituals and signature scents. And hotel giants like RitzCarlton, Accor, and Four Seasons? They’re venturing beyond the traditional, onto cruise ships and luxury trains, turning travel itself into a fluid, elevated lifestyle.

Just when you think the boundaries of hospitality couldn’t blur any further – enter the airport lounge renaissance. My prediction – you heard it here first – is that airport lounges are about to become the next evolution of the private members’ club, but with a twist: these spaces won’t be owned by the airlines – they’ll be privately owned sanctuaries.

Beige buffets and overhead lighting are on their way out, making room for mixologists, playlists with taste and interiors worthy of a magazine cover to flex. As luxury hospitality continues to chase context and exclusivity, the lounge could easily become less about killing time and more about claiming it. Soon, your ‘membership’ and ‘loyalty’ might get you a better negroni at Gate A10 than at your neighbourhood haunt.

This is luxury beyond aesthetics and beyond thread counts. It’s about storytelling, cultural sensitivity, and clarity of purpose. It’s not always loud, but it’s always intentional. And maybe that’s the most honest definition we have today. In truth, in an industry on a mission to open more hotels each year and world obsessed with noise, that kind of restraint is, in my humble opinion, the ultimate power move.

HOSPITALITY, REWRITTEN

In a time when travellers crave both flexibility and authenticity, SeaSpace has emerged as a refreshing new player in the hospitality landscape. Founded by Ben Harper, SeaSpace is reimagining coastal accommodation by blending the service and design of lifestyle hotels with the freedom and space of self-catering apartments. In this interview, Ben shares the inspiration behind SeaSpace, how it challenges conventional hospitality models, and his vision for the future of the apart-hotel sector.

SeaSpace has quickly gained attention for redefining the apart-hotel experience — what inspired the concept, and how does it differentiate from traditional accommodation models?

SeaSpace is a coastal aparthotel that blends the design, service and community feel of lifestyle hotels with the flexibility, freedom, and space of traditional self-catering. The concept is inspired by my experience developing and operating the Locke aparthotel brand, which was one of the first to push the aparthotel model into the lifestyle space. Locke moved away from a purely B2B/corporate audience

to create a consumer-first, brand-led experience, and it’s now operating in around 17 cities across Europe.

We launched the first SeaSpace in Cornwall in October 2024. Our ethos centres on community-first hospitality. The aparthotel’s facilities are designed to serve the local neighbourhood first: a bar and restaurant (TALLO) operated by a local craft brewery, a café and co-working space, a full-service health club with an indoor pool, studio and gym, indoor and outdoor children’s play areas, and Cornwall’s largest padel tennis club. These spaces are open to everyone and operated by independent partners who are building their businesses and communities around

SeaSpace. This creates authentic energy that our guests can tap into. It’s a new kind of hybrid model, ideal for those who want a sense of place and connection, without the rigidity of traditional hotel stays.

Cornwall is a highly competitive tourist destination. What strategies do you use to ensure SeaSpace stands out year-round, especially with the rise of flexible and remote travel?

The aparthotel model allows us to appeal to a wide range of guests, beyond just the peak tourist season. Our local community is integral to year-round operations, particularly in keeping the food, drink and leisure offerings lively and well-used. We also cater to weekend leisure travellers, school holiday family guests, and transient corporate visitors. Group bookings, whether leisure or corporate, also form a strong part of our business mix. We’re increasingly welcoming extended-stay guests too, such as those relocating or “between homes,” digital nomads, seasonal workers, and project-based teams like film crews. The apartment design naturally supports longer stays, with well-equipped, spacious layouts and flexible amenities ideal for individuals, families, or work teams.

The apart-hotel model seems to merge lifestyle, location, and autonomy—what are guests today really looking for in this kind of hybrid experience?

Guests today are looking for autonomy and authenticity. SeaSpace is about the freedom to dip in and out of whatever you need, on your terms. There are no rigid schedules or routines, just the opportunity to come and go as you please and engage with a wider community when it suits you. Whether you want to cook at home or enjoy great local food, stick to your regular wellness routine or completely switch off and unwind, we support that. Our location on the north Cornwall coast is ideal for those wanting to explore the area, especially on foot, with easy access to beaches, trails, and local culture

Affordability is also central to our offer. Large apartments allow guests to reduce cost per head, and self-catering facilities with well-equipped kitchens means fewer meals out if preferred. Plus, nightly rates include access to the health club and kids’ play areas, adding further value for families and groups.

Sustainability and local culture are increasingly important to travellers — how does SeaSpace integrate these values into its design and daily operations?

Social sustainability has been a core part of our approach from the beginning. SeaSpace breathes new life into a much-loved site that has been a local landmark since the 1950s, sitting at a prominent point on the coastal road between Porth and Watergate Bay. Rather than demolish and rebuild, we committed to adaptive reuse, preserving the existing structure out of respect for its cultural relevance in the community.

We’ve collaborated with local suppliers and operators across the site to embed a sense of place. These partnerships support the regional economy and foster a

deeper connection between guests and locals. A striking example of this is the large mural on our exterior wall, created in collaboration with local artist and teacher Phil Strugnell. It reflects the creative spirit of the area and reinforces our presence as a community hub.

Environmental sustainability is just as important. We prioritised energy efficiency in the renovation, incorporating high-performance insulation and windows, as well as energy-smart systems. SeaSpace is partly powered by a 100kW onsite solar PV array, which supplies 46% of our energy needs. We also use air source heat pumps for heating, and LED lighting with motion sensors throughout the building to reduce energy consumption.

We’ve included in-room recycling, dedicated waste sorting areas, and food waste systems that send material to a local anaerobic digestion facility for conversion into renewable energy. Electric vehicle charging stations are also available in the car park.

Accessibility has been carefully designed into the entire site. We’ve worked with specialist designers to ensure everyone can enjoy the full SeaSpace experience. This includes automatic entrances, paved paths throughout the grounds, different height seating, and a sensory garden. All key amenities, including the pool (which has a hoist), café, restaurant and health club, are fully accessible and located on the ground floor. Features like double handrails, contrasting nosing, and designated accessible parking are also in place to ensure everyone is welcomed.

Looking ahead, how do you see the apart-hotel trend evolving, and where do you envision SeaSpace in the next five years?

The apart-hotel sector is growing rapidly, and we’ve built SeaSpace with scale and longevity in mind. Our goal is to expand across other coastal destinations in the UK, starting with locations along the south coast. Our site selection is deliberately simple: vibrant, well-connected seaside communities with year-round appeal. We see a real opportunity in places that combine natural beauty with strong local infrastructure.

Longer-term, I believe the apart-hotel model will become even more relevant, as people seek out flexible, authentic, and experience-led stays that suit work, rest and everything in between. SeaSpace is designed to meet that need, and we’re excited to grow the brand in step with this evolution.

CULTURE STARTS WITH PEOPLE

Luke Martindale, Head of HR at The Lowry Hotel explores the evolving role of HR in Hospitality.

In an industry defined by service excellence and guest experience, the role of Human Resources in hospitality has undergone transformation. Traditionally anchored in core functions such as payroll, compliance, and employee relations, HR departments in the hotel sector are now at the heart of strategic initiatives that drive culture, retention, and perhaps most critically, guest satisfaction.

This shift is neither accidental nor superficial - it’s a direct response to guest expectations and the dynamic expectations of today’s workforce. As service standards rise and guest expectations evolve, the pressure on hotel teams escalates, placing new responsibilities on HR professionals. No longer confined to the back office, HR is increasingly involved in the day-to-day realities of the business.

Hotels, especially in competitive UK city markets, face daily operational pressures that ripple directly into staff experience. This necessitates a more embedded and responsive HR function - one that is visible, engaged, and deeply attuned to the emotional and cultural temperature of the workforce.

HR’s role in fostering a strong internal culture becomes not just important, but essential. Hospitality roles are often performed under high stress and peak demand making wellbeing and benefits more than just perks; they are retention tools. They are also critical levers for attracting skilled talent in a market where shortages are becoming more pronounced.

It may seem counterintuitive, but HR departments are increasingly becoming key players in influencing guest satisfaction. By creating a positive, inclusive, and productive workplace culture, HR is indirectly - but powerfully - shaping the quality-of-service guests receive. Culture is no longer an abstract concept—it is tangible in every interaction, every smile at the front desk, and every perfectly turned-down room.

This growing alignment between employee engagement and guest experience marks a new era for HR in hospitality. The best people strategies are no longer only about reducing employee turnover and increasing financial turnover - they’re about creating environments where

people thrive, teams collaborate, and every employee understands their role in delivering high standards.

The days when HR was primarily concerned with ticking compliance boxes or managing employee relations issues are fading. While these remain foundational, they are no longer the full picture. Today’s HR professionals are conflict navigators, culture builders, and strategic partners. They are responsible not just for processes, but for people. They must anticipate needs, understand the business at a granular level, and align people practices with overarching service goals.

The intensity and everchanging hotel operations forces rapid evolution and creativity in people management. And as I’ve observed, this challenge-while demanding-can be incredibly rewarding. It’s an opportunity to shape practices that not only retain talent, but inspire employees, the guest experience and ultimately drive business success.

SANI RESORT

After a recent visit to Halkidiki’s Sani Resort, this exclusive spotlight feature explores how the venue remains a leader in purposeful, ecoconscious resort innovation and how they are levelling up their offering for 2025 and beyond.

Nestled within a 1,000-acre eco reserve on the Kassandra Peninsula in Halkidiki, Sani Resort has been a byword for family centric, sustainable luxury. Boasting five distinct hotels - Sani Beach, Sani Club, Porto Sani, Sani Dunes, and the ultra exclusive Sani Asterias - the resort seamlessly blends forest, wetlands, and Aegean Sea vistas. Recognised multiple times at the World Travel Awards as the World’s Leading Family and Beach Resort, Sani continues to set benchmarks for excellence for a plethora of reasons.

Sani is home to five distinct 5 star hotels, each offering its own character, atmosphere, and range of amenities. The five pillars are:

Sani Beach - The resort’s founding property, with 392 rooms and suites aimed mainly at families. It offers direct beach access, multiple pools, buffet-style dining, and a hub of crèches and kids’ clubs.

Sani Club - Slightly more upscale, with 253 rooms and suites. It retains the family-friendly DNA of Sani Beach but elevates the experience with finer restaurants, intimate

landscaping, and views of olive groves and hills.

Porto Sani - A boutique hideaway set beside the marina, featuring 148 suites. Although it lacks direct beach access, it offers refined pools, marina-front dining, and lush gardens.

Sani Dunes - Launched in 2017 with 146 rooms and suites, this property caters to couples and young families. It features Greece’s largest heated swimming pool (3,500 m²!), lagoon-style pools, beach access, and more adult-leaning amenities.

Sani Asterias - The resort’s crown jewel, with just 57 suites. Overlooking the marina, it offers private beaches, adultonly zones, sophisticated fine dining, and intimate luxury.

For summer 2025, Sani Club has undergone a dramatic overhaul, with interiors and exteriors embracing the palette and textures of the Greek landscape. Natural stone, olive groves, lavender draped terraces, rustic accents and serene views of the Aegean and Mount Olympus now define its refreshed look.

With ease for guests central to Sani’s ethos, June this year saw the unveiling of a scenic “resort promenade”,

linking Sani Club to Sani Beach via Sani Dunes, Porto Sani, the Marina, and newly renovated Sani Asterias. Backed by ambient golf buggy service, it harmoniously blends lush gardens, gentle slopes and coastal beauty, granting easy, vehicle-free access across the estate for those who visit.

The new promenade is more than a walkway - it’s a physical manifesto of Sani’s interconnected ethos. Linking coastal retreats, wellness hubs, culinary venues, family spaces, and exclusive enclaves - it fosters holistic exploration.

Building on the successful launch in summer 2024, Sani Asterias has extended its reach with new Beachfront Residential Suites and upgraded Marina front residences for 2025. The dramatic spaces, which include two-oxide/ multiple bedroom residences with private infinity pools, are designed to blur indoors with outdoors, offering direct beach access, wine fridges, in-room cinemas, pillow menus and luxurious finishes.

Not one to stand still when it comes to food and

What does it mean for Hospitality?

For hoteliers and operators, Sani’s 2025 enhancements highlight several trends:

• Master planning flair - cohesive expansions of physical infrastructure (promenade, beach club) connect the property at scale.

• Experiential differentiation - pop ups like Anemos, along with signature events (Gourmet Fair, Sani Festival), deliver multi-layered guest experiences.

• Adaptive segmentation - each property caters to specific niches - families, couples, ultra luxury - yet all enjoy shared programmatic richness.

• Sustainability as brand equity - Sani’s eco credentials are an active marketing asset, not just compliance.

• Gastronomy as a focal point - Avli’s launch signals strategic dining positioning, enhanced further via regional festivals and local produce sourcing.

beverage, as of this year, guests can indulge in a brand new gastronomy experience at Avli, a Greek dining concept nestled within Sani Marina. Designed to be a distinctive culinary landmark, the restaurant aims to reflect the region’s authenticity and fresh flavours. Its launch aligns with Sani Gourmet food fair and Sani Festival music events, reinforcing the resort’s unique seasonal programming.

Another new concept for 2025, Anemos is a seasonal beach escape linking Sani Dunes and Sani Club. With golden sands, Mount Olympus views, sunbeds and casual Greek street food trucks, it reimagines relaxed beachfront indulgence. As a pop up spot, it welcomes guests and day visitors seeking laid back seaside elegance or one of the best gyros Greece has to offer!

Sani Resort remains a pioneer in eco-conscious operations. It became Greece’s first certified carbon neutral resort in 2020, running on renewable energy, recycling

wastewater, banning single use plastics and nurturing local biodiversity through wetlands conservation and guided forest walks. The resort also uses 60%+ local produce in its kitchens and boasts a range of unique food-waste reduction innovations.

For 2025, Sani Resort reaffirms its role as an industry leader, blending thoughtful resort-wide connectivity, tailored property makeovers, fresh culinary ventures, and immersive pop ups - all wrapped in eco friendly innovation.

Sani Resort’s evolution exemplifies a new wave of integrated luxury: interconnected landscapes, curated stories, sustainable operations, and purposeful design. For hoteliers seeking to elevate guest journeys and differentiate through architecture, events, gastronomy, and ecology - Sani remains an essential blueprint.

@sani_resort_official

A PRESTIGE-DRIVEN CULTURAL MAGNET

Set against the stunning backdrop of Halkidiki, Greece, the Sani Festival is more than a summer event - it’s a masterclass in how cultural programming can elevate a resort’s global standing and we have the details.

Sani Festival is the flagship cultural event of Sani Resort, Halkidiki - Greece’s largest privately funded summer festival - running this year from 12 July to 23 August. Synonymous with luxury, world-class hospitality, and impactful branding, it’s a turn-key case study in elevating a resort into a global cultural landmark to draw affluent guests from across the globe.

Hosting Grammy-winning artists - including Norah Jones, Gloria Gaynor, and Buena Vista All Stars - on a scenic hilltop amphitheatre demonstrates how a hotel can leverage culture to enhance brand prestige and guest experience. For hoteliers, it’s a model of aligning event programming with luxury positioning.

The festival is woven into the resort’s fabric, from logistics and staffing to F&B offerings, showcasing how to operationalise an event without disrupting service standards. The venue’s capacity planning, guest flow controls, and premium ticketing offer key takeaways.

Programming & Artistic Line-Up

• 12 July: Buena Vista All Stars (Original Buena Vista Social Club members) launch the festival with Havana’s rhythms.

• 19 July: Norah Jones debuts on Sani Hill, bringing her blend of jazz, soul, and folk.

• 26 July: Gloria Gaynor, disco legend behind “I Will Survive”, closes July with empowerment anthems.

• 2 August: Grace Jones, an icon of reggae, disco, and new wave, headlines early August.

• 9 August: Nouvelle Vague, stylists of indie-pop, bring cinematic French flair.

• 16 August: Gipsy Kings ft. Tonino Baliardo return after a sold-out show, delivering flamenco-pop fusion.

• 23 August: A tribute evening to eminent Greek lyricist Lina Nikolakopoulou, featuring established and rising Greek vocalists, capped by Balkan-fusion performance.

The festival attracts a culturally diverse audience - two demographics: luxury-seeking music lovers and cultural travellers. This dual appeal enhances ADR and occupancy while enabling refreshed guest segmentation strategies.

Each act has been carefully curated to create a program that bridges global appeal with local cultural authenticity.

Sani Festival 2025 exemplifies how a hotel resort can evolve beyond accommodation services to deliver immersive cultural encounters. For hotel managers and operators, it underscores how strategically investing in world-class programming and integrated hospitality drives brand prestige, uncovers incremental revenue, and strengthens destination relevance.

sani-resort.com

FACILITIES MANAGEMENT

PREDICTIVE MAINTENANCE

Future-Proofing Hotel Operations with ABB Smart Buildings.

As hotels strive to deliver exceptional guest experiences while meeting ambitious sustainability targets, the role of building automation is rapidly evolving. Predictive maintenance has emerged as a game-changing strategy, enabling operators to maintain peak performance, avoid unexpected disruptions, and reduce their carbon footprint.

Lucy Han, Business Line Leader for Building Automation at ABB Smart Buildings, shares how ABB’s integrated approach is helping hotels worldwide transition to a more resilient, efficient future.

“Predictive maintenance is becoming essential for hotels looking to enhance resilience, reduce operational costs, and meet growing sustainability demands,” Lucy explained.

At the heart of ABB’s offering is an integrated suite of smart building technologies combining automation, data analytics, and real-time monitoring. Unlike many standalone solutions, ABB’s approach uses open standards such as KNX to create a unified platform where HVAC, lighting, shading, energy metering, and other critical systems work seamlessly together.

This integration delivers more than just convenience. It empowers hotel operators with visibility across the entire property - helping teams detect anomalies early, prevent costly downtime, and maintain comfort and efficiency proactively.

“ABB delivers a full envelope of smart solutions that work as one, from the plant room to the penthouse,” said Lucy.

“That’s what truly enables predictive maintenance: real-

time data from critical assets, combined with analytics and actionable insights.”

In a hotel environment, the main loads consuming energy and requiring constant attention are HVAC units, lighting systems, water pumps, and other critical infrastructure.

ABB’s predictive maintenance tools continuously monitor these systems to flag issues before they escalate. For example:

• Abnormal temperature fluctuations in HVAC equipment

• Rising vibrations in motors or fans, signalling potential failure

• Increased energy consumption indicating system inefficiencies

“This proactive approach helps prevent common issues like breakdowns, unexpected room discomfort, and even safety risks - before they disrupt operations or impact guest satisfaction,” Lucy explained.

One standout example is the Living Tomorrow Innovation Campus near Brussels - a 92-room hotel designed as a showcase for future-proofed hospitality.

“ABB’s automation and energy management technologies, including predictive maintenance, were embedded into the infrastructure from day one,” said Lucy.

With continuous monitoring and data insights, the hotel has significantly reduced unplanned maintenance, optimised performance, and maintained efficiency - all without compromising design or guest comfort.

Lucy added, “Less time spent troubleshooting means hotel teams can focus more on guest services - boosting both operational outcomes and satisfaction.

Despite clear benefits, some hotels hesitate to embrace predictive maintenance. Fragmentation is often the biggest hurdle: multiple systems and vendors that don’t communicate, making it difficult to see the full picture.

“There’s also a lingering perception that predictive maintenance is overly complex or requires deep technical expertise,” Lucy noted.

Today’s solutions are far more intuitive. ABB’s platforms feature clear dashboards, mobile access, and automatic alerts that empower staff to act quickly and confidently.

“To overcome these challenges, hotels must move beyond siloed thinking,” Lucy advised. “Hospitality is an interconnected ecosystem - guest experience, energy efficiency, and operational performance all rely on systems working together.”

Predictive maintenance not only improves resilience, it also drives sustainability and enhances the guest experience.

By maintaining equipment at peak performance, hotels avoid unnecessary energy consumption and extend asset life, reducing emissions and waste. This is particularly critical as the hospitality sector works toward cutting absolute carbon emissions by 90% by 2050.

On the guest side, predictive maintenance ensures seamless, uninterrupted comfort. Research shows that 61% of guests are willing to pay more for personalised stays - and while they may not notice when everything works perfectly, they certainly notice when it doesn’t.

“Predictive maintenance is about resilience,” Lucy said. “It keeps things running efficiently in the background so hotel teams can focus on delivering exceptional experiences.”

As sustainability pressures mount and guest expectations continue to rise, predictive maintenance is fast becoming a cornerstone of future-ready hotel operations. For forward-thinking operators, integrated solutions like ABB’s offer a clear path to resilient, connected, and sustainable hospitality.

DESIGNING FOR EFFICIENCY

In the fast-paced world of hospitality, housekeeping efficiency directly influences guest satisfaction, operational costs, and staff well-being. While training and technology play key roles, architecture itself is a powerful, yet often underappreciated, ally in streamlining housekeeping. Here are five architectural features that leading hotels are integrating to help their housekeeping teams deliver exceptional service swiftly and effectively.

1

CENTRALISED LINEN AND SUPPLY CLOSETS

One of the simplest ways to reduce time spent walking back and forth is to design each floor or wing with strategically located, centralised linen closets. These spaces are ideally positioned near service elevators or at midpoints along long guestroom corridors. By eliminating unnecessary steps, housekeeping staff can retrieve fresh linens, amenities, and cleaning supplies without leaving their assigned areas for extended periods.

3

MODULAR ROOM LAYOUTS

Standardised, modular room configurations can significantly improve cleaning consistency and efficiency. When rooms are designed with identical footprints, mirror layouts, and uniform finishes, housekeeping teams can follow predictable routines and workflows. This reduces cognitive load and increases speed, especially in large properties. Designers increasingly specify durable, easy-to-clean surfaces, integrated underbed storage, and built-in case goods to eliminate clutter and simplify maintenance.

5

2

DUAL-ENTRY SERVICE CORRIDORS

Dual-entry corridors - sometimes called “back-of-house hallways” - allow housekeeping teams to access guestrooms discreetly from a service side. This reduces congestion in public corridors, protects guest privacy, and minimises disturbance. In many upscale properties, these hidden corridors also connect directly to service elevators and staging areas, creating a dedicated flow for soiled linens, trash removal, and restocking.

4

SMART LIGHTING AND OCCUPANCY SENSORS

Technology-enabled architecture can enhance housekeeping operations in subtle but powerful ways. Occupancy sensors integrated into guestroom lighting and thermostats can signal whether a room is vacant, reducing the need for manual checks. Housekeeping teams can be instantly alerted when guests depart, enabling faster room turnover. Additionally, smart lighting controls can automatically illuminate cleaning zones or highlight areas needing attention.

DEDICATED SERVICE ELEVATORS AND STAGING AREAS

High-rise hotels in particular benefit from service elevators designed exclusively for staff and housekeeping carts. These elevators should be sized to accommodate bulk linen bins and large housekeeping trolleys, reducing wait times and interference with guest elevators. Adjacent staging areas allow staff to sort laundry, replenish supplies, and prepare carts without crowding guest corridors. Efficient vertical circulationplanned from the earliest architectural phases - translates into smoother, faster room servicing.

A JOURNEY IN SERVICE

In this interview, we sit down with Biserka Ivanova, Group Head Housekeeper for Firmdale Hotels, whose inspiring journey from arriving in London without English to leading award-winning housekeeping teams exemplifies dedication, curiosity, and a love of service. Drawing on over two decades of five-star hospitality experience, Biserka shares the lessons that shaped her leadership style, the innovations transforming housekeeping, and her vision for attracting new talent into this vital profession.

Could you share your journey to becoming Head of Housekeeping, and key experiences that shaped your leadership style?

My journey in Housekeeping began in 2003, when I arrived in London as a newcomer to the city and the language. I started my career as a Room Attendant, immersing myself in the fundamentals of housekeeping and guest service. From the very start, I was fortunate to work exclusively in five-star properties, where learning from some of the most talented professionals in the industry shaped both my skills and my approach to leadership.

Over the years, I progressed through every role within the Housekeeping department - Room Attendant, Public Area Attendant, Housekeeping Porter, Valet, Supervisor, Office Coordinator, Assistant Executive Housekeeper, Head Housekeeper, and eventually Group Head of Housekeeping. Each position taught me invaluable lessons and reinforced my belief that every role, no matter how junior, is essential to creating exceptional guest experiences. Being part of day-to-day operations allowed me to grow through practice, reflection, and the mindset that there is always room to improve.

The training opportunities provided by each company I worked for were instrumental in building my confidence and broadening my perspective. I’ve always believed there is so much to learn if you remain curious and open. One of the most memorable lessons came from a Room Attendant who had dedicated 15 years to perfecting her craft. From her, I learned how to create an impeccable five-star bed –an art form shaped by meticulous attention to detail and genuine pride in her work.

These experiences have instilled in me a deep respect for the team, a commitment to nurturing talent, and a leadership style grounded in humility and continuous learning.

What are some lesser-known tips or efficiencies you’ve discovered that maintain high standards while keeping your team motivated?

It all starts with details (which is one of our values –attention to detail) - to stop, concentrate and note the smallest niceties. Good planning and organising, followed by simple and clear working practices. Effective communication and coordination at all levels is essential - follow it up and at the end of the day, recognise your team (and yourself) with a big applause for the efforts and dedication to the work. I advise everyone to encourage constructive feedback with focus on constant improvements to ensure you don’t remain stagnant.

How has technology changed housekeeping in recent years? Are there any tools you now consider indispensable?

Technology has transformed housekeeping, making it more efficient and impactful than ever before. Innovative housekeeping software, advanced cleaning products, and modern techniques are helping teams save time, conserve energy, reduce costs, and optimise resources. Most importantly, these advancements allow us to focus on what truly matters: delivering personalised, memorable experiences that delight our guests.

What advice would you offer someone aspiring to a long-term career in hotel housekeeping or hospitality management?

Dedicate yourself to learn all the steps and details you can in order to become the best in your field. Love your work and be proud of the difference you are making.

With ongoing staffing challenges and shifting guest expectations, what strategies have you found effective in maintaining service quality and team morale?

A smile is a universal language that transcends cultures and backgrounds. In my view, the most effective leadership - leadership that inspires loyalty and drives excellencebegins with a kind word and a genuine commitment to connection. When a team feels united and supported, there is no challenge too great to overcome together.

Each colleague brings unique strengths that are essential to our shared success and to creating memorable experiences for our guests. By fostering a culture of quality, attentiveness, and an eye for detail, we inspire everyone to give their very best. And when we succeed, we make it a point to celebrate those achievements as a team.

What would you like to see evolve in hotel housekeeping over the next 1–3 years?

I would like to see more young people choosing Housekeeping as their career. They need to know more about it and what opportunities are available within the sector waiting to be discovered. Housekeeping offers an amazing opportunity to build skills in management of all kind of resources, project management, people skills, admin, customer service, design and maintenance knowledge, procurement management and much more.

BEHIND THE SEAMS

Tradelinens - Trusted for Luxury and Sustainability.

With over 90 years of combined team experience, Tradelinens has become a trusted name in premium bed, bath, and bespoke linen products. Our foundations are built on three core pillars: exceptional quality, deep-rooted industry expertise, and a commitment to sustainability. We supply the world’s leading hotels, interior designers, and private residences, offering more than just linen—we deliver comfort, craftsmanship, and care not just for our customers, but also the environment.

At Tradelinens, sustainability isn’t about being ontrend. It is, and always has been, woven into every stage of our supply chain. We partner with mills that share our values, favouring BCI cotton and sustainably sourced

fibres, and work with environmentally responsible dyeing and finishing processes. Our experienced and passionate team brings decades of textile knowledge, ensuring every thread we offer meets the highest standards—ethically and aesthetically.

Bed Linen: Where Comfort Begins

Our bed linen collections are at the heart of what we do. Crafted using the finest long-staple cotton, our range includes timeless percale and sateen weaves that balance softness with durability. Whether you’re outfitting a five-star hotel or designing a serene bedroom sanctuary at home, Tradelinens offers a variety of thread counts, finishes, and styles perfect for every property.

What sets us apart is our ability to blend luxury with

performance. Our linens are tested in the most demanding environments—luxury hospitality—and are trusted to retain their feel and finish, wash after wash. From crisp white sheeting to rich, textured duvets, every piece is made to enhance rest and relaxation.

Filled Products: Quality from the Inside Out

Tradelinens’ filled products combine expert craftsmanship with responsibly sourced fillings. Our duvets and pillows are available in a variety of natural and synthetic options, including ethically sourced down, feather and down blends, and hypoallergenic microfibres. Each piece is engineered for breathability, loft, and lasting support, ensuring a perfect night’s sleep no matter the guest’s preference. All our filled products undergo rigorous quality checks and are produced to exacting standards, meeting both UK and international certifications for hygiene, origin, and animal welfare.

Bath Linen: Everyday Luxury

Every element of a guest’s hotel experience can be elevated with the right towelling range. Our bath collection includes plush towels, bathrobes, mats, and spa accessories - each crafted to offer superior absorbency, softness, strength, and durability. Available in a variety of weights, our towels are loved by spas, hotels, and discerning homeowners alike. We collaborate closely with our mills to ensure our bath linens are made from the finest cottons and are OEKO-TEX® certified for peace of mind. Custom dyeing, embroidered monograms, and unique finishes are just some of the ways we help brands and clients create a truly personal experience.

Bespoke Products: Tailored to Perfection

We understand that no two projects or properties are the same. That’s why Tradelinens offers an extensive bespoke

service, enabling clients to customise everything from embroidery and trim to sizing and fill types. Whether it’s bespoke fill blends, embroidery requirements, unique bedlinen weaving patterns, or custom-tog duvets for international climates, we work with you to deliver exactly what’s needed.

Our embroidery capabilities range from simple logos to intricate crest work, perfect for branding or adding a personal touch. Clients can choose from a palette of thread colours, stitching styles, and placements, all overseen by our expert team to ensure flawless results.

Anything In Between: Your Linen, Your Way

At Tradelinens, we like to say that if you can dream it in fabric, we can probably make it. Our longstanding relationships with some of the world’s most reputable textile mills give us the flexibility and insight to offer solutions beyond any one-size-fits-all catalogue. Whether it’s replicating a discontinued design, creating custom sizes for yachts or boutique hotels, or developing new products entirely, we thrive on collaboration and innovation.

Our deep product knowledge, combined with hands-on service, means we can guide clients through even the most complex specifications. We’ve produced everything from lavender bags and hot water bottle covers to dog robes and makeup remover cloths – and everything in between.

From bed to bath, restaurants to suites, classic to bespoke, Tradelinens is dedicated to making everyday experiences extraordinary. We are more than just suppliers - we’re partners in delivering luxury, comfort, and conscientious living. Whether you’re outfitting a global hotel group or curating your personal sanctuary, Tradelinens brings the knowledge, quality, and care that defines world-class linen.

Image © Grantley Hall

IN CONVERSATION

Foxhills Club & Resort is a luxury hotel and country club nestled in the Surrey countryside, offering elegant accommodation, championship golf courses, a world-class spa and fine dining. The venue combines historic charm with modern amenities, ensuring a memorable experience for every guest in a tranquil setting. Hotel Magazine had the pleasure of visiting this stunning venue, and the exclusive opportunity to interview Managing Director, Tej Walia FIH MI.

Tell us about your journey in hospitality, and what inspired you to pursue this career?

I class myself as an accidental hotelier. I was born, studied and started work in India, where most of my family worked in Indian defence services. I initially planned to join my family vocation, however hospitality was a very up and coming profession in India at that time. I worked and trained with both The Oberoi Group and Taj Hotels, mainly in F&B positions before moving to a front-of-house role and then taking courses in hotel management.

I’ve gone on to work at other huge hospitality brands including Grand Hyatt, Kempinski Hotels and, finally, Hilton, where I really developed my management skills. This was very helpful when I went on to work for independents and smaller groups, as I put what I learned into practice - from quality service to managerial skills and financial acumen. Now, I’m Managing Director of Foxhills, and have been at the hotel for close to seven years.

Foxhills has seen remarkable growth in recent years, with additions such as the new Pavilion, Padel and Pickleball courts. How important is continued investment in your facilities?

We’ve invested tens of millions in less than 7 years, not only into new areas, but re-invested into existing facilities,

“I class myself as an accidental hotelier.”

which is essential so that we maintain our high standards where they already exist.

Most importantly, we invest in people. We are in the people business and we understand the importance of having a great team here to make our guests’ stays personable and memorable.

There’s a distinctive family feel at Foxhills. How do you strike a balance between appealing to families, couples, corporate guests, and golfers?

Simply, we are human beings serving human needs. One of our key values is to never stop learning and wellbeing and relaxation are central to the guest experience here at Foxhills, which we’ll be enhancing further in future. We are perfectly located with 440 acres, which allows us to offer many activities from racket sports and spa to our holistic and fitness activities such as Pilates and reformer. If our guests are more adventurous, we have a 5km trim trail or beekeeping experiences at our on-site beehives.

This goes back to my earlier point on investment. It’s always good to add new things, but essential to make the most of, and enhance, what we already have.

How do you foster a culture of growth and development within your team?

I’m a very critical guy, and I want both myself and my team to take pride in what we do. I believe that the big achievements you make today become expectations tomorrow, so we must continuously improve. We put a lot of emphasis on equal opportunities and have a 5050 split between male and female staff in management positions. Over 80% of our managers and supervisors are also homegrown, and have worked their way up at Foxhills, which I’m very proud of as I believe that if you can’t promote a supervisor from within, then there’s a serious problem.

Our staff retention ratio is very good too, above 80%, which really helps with building a culture to deliver great guest experience.

“The big achievements you make today become expectations tomorrow, so we must continuously improve”

What advice would you offer to someone looking to follow in your footsteps and build a career in hospitality at a senior level?

Speaking from experience, when climbing the ladder, treat your career as a marathon not a sprint and to focus on one goal at a time. The journey to that goal is very important, because if you rush it then you won’t appreciate the hard work, or have learned the valuable lessons along the way. The harder the journey to that goal, the more you will learn and benefit in future. I know it’s a cliché, but the journey is more important than the destination.

I really believe that having a mentor is key, and not being afraid to look to new mentors when you reach different paths in your professional journey. A good mentor will recognise when they might have fulfilled your need for them, and encourage you to move on.

What do you predict will be the next big trend in traveller behaviour?

Everybody’s talking about wellbeing, and the definition

of that is open to interpretation. For me, personally, this means going for some nice food and drink, but this is different to every individual. For some, this could be a relaxing spa treatment, being outdoors or even exercising. This makes wellbeing, as a generalised concept, something difficult to cater for.

We’re even seeing this demonstrated in our conferences, with more and more being fitness and outdoorbased. We’re actively promoting mindful mornings in the boardroom, followed by active afternoons with teambuilding activities. We have a conference booking tomorrow where they have added on a spin class, followed by yoga and a walk outdoors, which is a huge contrast to being confined to a boardroom.

We’re planning a complete spa garden redesign and have to consider trends such as a cold plunge and cryo. I’m always surprised that many people come for a long weekend and go to gym twice, which I personally wouldn’t see as fun but they find it important for their wellbeing! foxhills.co.uk

A CALL FOR DIALOGUE

In this column, Kate Nicholls, Chair at UKHospitality, explores the Government’s newly published timeline for implementing the Employment Rights Bill—a roadmap that offers much-needed clarity for hotel operators but also raises significant concerns about mounting costs.

Hotel operators keeping an eye on the Employment Rights Bill will be relieved that a clear timeline of when changes and new requirements will come into effect has been published by the Government.

This clearly provides clarity, but ultimately many operators will remain concerned about the costs that come with them.

It has been confirmed that changes to guaranteed hours and shift predictability won’t come into effect until 2027, allowing time for detailed consultation with hoteliers and the wider hospitality sector.

Published by the Department for Business and Trade (DBT), the timeline includes:

• April 2026 – changes to statutory sick pay, changes to paternity and parental leave, and trade union recognition;

• October 2026 – tipping laws tightened, strengthened employers’ duty to prevent sexual harassment;

• 2027 – introducing rights to guaranteed hours, strengthen existing rights to request flexible working, changes to an employees’ right to claim unfair dismissal.

UKHospitality is now stressing the need for government to use these timelines as the basis for constructive dialogue with businesses on policy detail.

And that dialogue must start soon, because the first changes to come into force next April, particularly statutory sick pay, could mean significant costs for hotel operators.

At the same time, the Government must take into consideration the cumulative cost burden facing the hospitality industry during consultation periods, especially on the back of the £3.4bn additional annual cost that hit the sector in April.

It’s essential that the Government nails the details of the Employment Rights Bill for both businesses and workers, and we’ve have been clear that changes concerning

guaranteed hours and shift predictability will be thorniest for hospitality businesses, necessitating the significant implementation period they’ve been given.

Hotel operators will be understandably wary about the cost and complexity of the more immediate changes in the Bill, particularly as they come on top of increases to NICs, employment costs and business rates.

Indeed, they and the wider hospitality industry have zero capacity to absorb further costs. Should the Government pile more expenses on our sector, even more businesses will begin to feel a cost squeeze that could be fatal.

UKHospitality will be keeping up pressure on the Government, but in the meantime, if you’ve the time and the inclination, you can see the full DBT timeline here: https://www.gov.uk/government/news/roadmapunveiled-to-boost-rights-for-half-of-all-uk-workers-andprovide-certainty-to-employers

Kate Nicholls, Chair, UKHospitality

HONOURING INNOVATION

Celebrating creativity and milestones in hospitality, by Jane Pendlebury, CEO of HOSPA.

In the dynamic world of hospitality, creativity remains one of our industry’s most powerful driving forces. The 30th Hotel Marketing Awards presented by the Hotel Marketing Association (HMA), which took place last month were a perfect example of this, showcasing the incredible talent and innovation within the sector. The awards celebrated the remarkable marketing campaigns and strategies that have set new standards in hotel marketing, helping to redefine the way we connect with guests in an increasingly competitive landscape.

The hotel marketing sector continues to evolve, and this year’s awards highlighted just how far we’ve come. It was inspiring to see such a diverse range of campaigns recognised for their creativity and effectiveness, demonstrating the ability of hospitality professionals to not only adapt but also thrive in a rapidly changing environment. From integrated digital campaigns to innovative social media strategies, the HMA celebrated the visionaries who are shaping the future of hotel marketing. The awards served as a reminder that at the heart of every great hotel experience is a story – one that is crafted, marketed and communicated with passion and precision.

industry, providing a platform for thought leaders to share insights and discuss the key challenges and opportunities facing our sector.

This year’s HOSPACE at The Royal Lancaster London promises to be another exciting occasion, with a carefully curated lineup of speakers and workshops that will explore the latest trends, from AI and digitalisation to sustainability and future-proofing hospitality businesses. Our annual conference continues to serve as a cornerstone for networking, learning and collaboration, fostering deeper connections among professionals and helping us all stay ahead of the curve.

The synergy between the HMA and HOSPACE is evident – both events highlight the incredible talent, innovation, creativity and passion to succeed that are shaping the future of the hospitality industry. While the Hotel Marketing Awards recognise the brilliant minds behind marketing strategies, HOSPACE provides the perfect platform to explore the broader challenges and opportunities within the sector, from financial management to guest experience and technology.

As we reflect on these outstanding achievements, it’s also a time to celebrate a major milestone for HOSPA. This November, we’ll be marking the 20th annual HOSPACE conference, an event that has become an essential fixture in the calendar for hospitality professionals. Over the last two decades, HOSPACE has grown into one of the largest and most influential gatherings of minds within the

As we reflect on the achievements of the past and look forward to the future, I am excited to continue working alongside HOSPA members and industry colleagues to ensure that the hospitality sector remains at the forefront of innovation and creativity, delivering excellence for our guests and staff alike.

Jane Pendlebury is CEO of HOSPA – the Hospitality Professionals Association. For more information, please visit www.hospa.org.

ARE YOU USING SOLAR TO REDUCE ENERGY WASTAGE AND OPERATIONAL COSTS?

A solar installation will increase your energy security and offset guest wastage, WITHOUT compromising on guest comfort.

You can reduce operational costs and promote sustainability with a 25-yr lifespan system, that in most cases will payback in as little as 4-yrs!

We are nationwide Commercial Solar installation experts with hospitality sector experience.

Contact us today to see how we can help your business

DIRECTORY

Siemlus

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

VANITY GROUP

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

Hotel Buyer

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

ADA Cosmetics

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

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

Franke Coffee Systems

01923 635700 coffee.franke.com @frankecoffeesystems franke-coffee-systems

Schweppes www.schweppes.eu @schweppes

EcoPure Waters

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

La Bottega info@labottega.com www.labottega.com @labottega_official la-bottega-spa

S.Pellegrino

Alex.McMillan@waters.nestle.com www.sanpellegrino.com/uk/ @sanpellegrino_uk

Silentnight Group

0333 123 0892 info.silentnight.co.uk www.silentnight.co.uk @silentnightbeds

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

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

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

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