Advertise on podcast: Hoteliers’ Voice

Recorded live from HOSPA edinburgh event Next Wave Hospitality: Tech Transformation that delivers sponsored by Focus on Hospitality with Mike Baxtor, House of Gods Barry Makin, GM, Cromlix HotelLorraine Garvie, Head of Commercial Operations, Crieff Hydro We get their take on the changes in hospitality and guest experiences, what it will take to stand out and how they’re addressing tech and digital transformation. We ask How are hospitality perceptions shifting for your business?Where is the role of AI and automation both in operations and guest experience?With IT infrastructure changing quickly, where's your focus?Where's the line of digitalised guest journeys to human?

We’re on Fistral Beach in Newquay for something special. In this episode of Hoteliers’ Voice, I get an exclusive behind-the-scenes tour of The Headland Hotel with Kai Sinkevicius, Assistant Operations Manager, as we explore what five-star hospitality really looks like on the Cornish coast. From the grand lobby and recently refurbished restaurant to the cottages, spa and Aqua Club, this is a story about heritage, reinvestment and the power of family values. But more than that, it’s about people. Kai's journey from porter at 18 to senior leadership, and the pride shared by long-serving team members, says everything about the culture being built here. What We Explore - From Porter to Leader: How rotational training, mentorship and industry qualifications are shaping the next generation of hospitality talent. - Sustainability in Action: Why EarthCheck silver, local sourcing and conscious refurbishment are embedded in daily decision making. - Community at the Core: How family ownership, long service and local partnerships create loyalty that guests can feel. We walk through rooms transformed during lockdown, a ballroom reupholstered by a local seamstress, and suites designed to frame uninterrupted Atlantic views. We talk about levelling the seasonality curve in Cornwall, investing year-round, and building experiences that keep guests returning for weddings, birthdays and multi-generational stays. There’s also a strong message about perception. Hospitality is too often seen as a fallback career, yet here is a business investing in young people, visiting schools and championing the industry as a genuine profession. With over 450 years of combined service celebrated at one long-service dinner, it’s clear that loyalty runs deep. The Headland blends heritage with evolution. It embraces sustainability without losing soul. It nurtures talent instead of waiting for it to appear. And standing on that coastline, looking out over the Atlantic, you can feel that this is more than just a hotel. It’s a community. Hoteliers' Voice is one of FeedSpot's top Hospitality Podcasts and is produced by Urban Podcasts.

We talk a lot about digital channels, distribution and pricing strategy, but what happens when the guest actually walks through the door? In this episode of Hoteliers’ Voice, I sit down with Gail Peters from the Q Hotels Collection and Geoffrey Toffetti from Frontline Performance Group to explore what they call “last mile revenue”. With 19 four-star hotels across Great Britain, Q Hotels had the scale, the rooms and the opportunity. What they needed was consistency, visibility and a structured way to empower front office teams to enhance the guest experience while driving incremental revenue. The result has been a people-first programme that blends technology, training and recognition in a way that is delivering measurable impact. What You’ll Discover - What Last Mile Revenue Really Means: Why check-in is your final opportunity to influence room revenue and enhance the guest journey. - From Inconsistent Upselling to Structured Success: How integrating with the PMS, training “champions” and setting clear targets created alignment across 14 hotels. - The Commercial Impact of Empowered Teams: How Q Hotels achieved just under 40% uplift in incremental revenue and set sights on a 1 to 2 percent RevPAR impact. What stands out most is the virtuous cycle. When expectations are clear, performance is visible and success is shared, guests enjoy better experiences, staff see the benefit in their pay packets and hotels unlock revenue that would otherwise be left on the table. If you are an independent hotelier wondering how to drive incremental spend without relying solely on digital tactics, this conversation offers a practical blueprint grounded in real results. Technology matters, but as this episode makes clear, people remain the last mile. Hoteliers' Voice is one of FeedSpot's top Hospitality Podcasts and is produced by Urban Podcasts.

At the HOSPA regional event in Manchester, hosted by Focus on Hospitality, we brought together three operators who are right at the sharp end of regulation, compliance and commercial pressure. With Rob McGlynn from Supercity Aparthotels, Kelly Cronin from Village Hotels and Matthew Bell from Mollie’s, we explore what it really takes to stay profitable, compliant and future-ready in a fast-shifting landscape. From Airbnb regulation and business rates to data privacy, AI and guest expectations, this is an honest, practical conversation about protecting your business without losing sight of what hospitality is actually about. What We Explore - The Uneven Playing Field: Why short-term lets, ghost kitchens and inconsistent regulation are creating a compliance tax for responsible operators. - Data, Direct and the Battle for Loyalty: How anonymised bookings, OTAs and fragmented systems are reshaping customer ownership. - Experience Over Everything: Why the real differentiator is still how you make people feel, even as AI and automation reshape operations. We hear how Supercity’s lean apart-hotel model is feeling the strain of rising business rates and wage increases, while campaigning for fairer regulation. Village Hotels shares the complexity of building a unified customer view across hotels, leisure clubs, co-working and retail, all while navigating data compliance and evolving guest expectations. Mollie’s brings the perspective of a challenger brand balancing value-led design, B Corp ambitions and the realities of scaling responsibly. There is frustration here, especially around short-term political thinking and the lack of long-term vision for hospitality. But there is also optimism. Whether it is using bots to remove admin so teams can focus on guests, rethinking loyalty, or doubling down on community and wellbeing, the message is clear. Compliance matters, but connection wins. Hoteliers' Voice is one of FeedSpot's top Hospitality Podcasts and is produced by Urban Podcasts.

There’s something special about bringing hoteliers together in the room. For this third Roundtable Roadshow, we headed to The Headland Hotel in Cornwall. What followed was a series of honest, practical conversations about what it really takes to keep an independent hotel thriving. From ownership and reinvestment to digital performance, IT infrastructure and the next generation of talent, this episode pulls together key moments from across the morning. You’ll hear from the team behind The Headland, their technology partners, and a young hospitality professional who started here at 14 and never left. Those who feature include Veryan Palmer family director and Simon IT Manager and Charlie and young hospitlaity recruit at The Headland Hotel, James Cavanagh-Shaddock from Cornwall Hospitality Collective, Sharon Cowley of Net Affinity, Katrina Blunden from 80 Days, Sam McCabe and Eli Rous from Focus on Hospitality, and Paul Wells from Studio Moren. What You’ll Discover - Legacy Meets Leadership: Why reinvesting profits, protecting core standards and staying curious has delivered The Headland’s strongest revenue year yet. - Data, AI and Infrastructure in Practice: From 6,000 monthly AI searches to cybersecurity, connectivity and proactive IT partnerships that keep operations resilient. - Building the Future Workforce: How the Cornwall Hospitality Collective is rallying 45 members, engaging schools and turning students into hospitality professionals. You’ll also hear from Net Affinity, 80 Days, and Focus on Hospitality, all working closely with The Headland to align brand, performance and physical experience. The message is clear. Success is not one initiative. It is collaboration, clarity and constant evolution. Our sponsors also include Biteluxe, Studio Moren and Hospitality Action. If you are an independent hotelier wondering how to balance heritage with innovation, or how to future-proof your operation without losing your identity, this conversation is for you. Hoteliers' Voice is one of FeedSpot's top Hospitality Podcasts and is produced by Urban Podcasts.

Coming live from the UK Hotelier Roundtable Roadshow - this conversation comes from Whittlebury Park, with our hotel host Bradley Spillman, Senior Digital and Marketing Manager, alongside and a panel of experts. We look into how a family-run estate is using data, design and technology without losing that human, hospitality feel. Featuring David Ohanjanian from Up Hotel Agency, Sharon Cowler of Netaffinity, Prem Jethwa-Odedra from Biteluxe, Alessandra Leoni from Focus on Hospitality, Scot Turner from Auden Hospitality What We Explore - Personalisation & Story: How Whittlebury Park is using small, specific touches and guest data to move beyond generic messaging and create stays that feel remembered, not just recorded. - Websites & Conversion: Why a clear brief, flexible design and a shorter booking journey turned Whittlebury’s website into both a brand window and a serious revenue driver. - Tech & Human Balance: How booking engines, WhatsApp, on-site data capture and smarter F&B and spatial design can support direct bookings and guest satisfaction without losing the heart of hospitality. What stayed with me from this roundtable is how hoteliers challenges are shared, whether running a vast estate or opening a single independent hotel. The tools are there, but the real work is choosing the right ones, aligning owners and teams, and keeping the guest’s reality at the centre. Sometimes - tech is not the answer. Hoteliers' Voice is one of FeedSpot's top Hospitality Podcasts and is produced by Urban Podcasts.

I always enjoy getting out to properties like Whittlebury Park, discovering what they have to offer across an expansive multi amenity resort and how they package it up. This conversation with Bradley Spillman, Senior Digital Marketing Manager, gave me a real behind-the-scenes look at how they juggle three very different businesses under one roof. In a tour of their impressive golf, spa, and conference facilities, we talk about their approach to digital marketing, the smart investments they're making in tech and data, and how they're getting to know their audiences better while chasing new ones like the family segment. What We Explore - Three Businesses, One Property: Creates seamless experiences for completely different crowds across golf, spa, and conferences - Digital Marketing Smarts: The tools and strategies the team uses to boost visibility, understand guest needs, and target fresh markets without losing the core appeal.  - Guest-First Innovation: Why investing in data and tech is all about delivering what people really want and how that's opening doors to new demographics. Bradley’s insights reminded me why places like Whittlebury thrive: it's not just about the amenities, it's about knowing your guests and evolving with them. If you're in hospitality and wondering how to blend tradition with tech, this conversation will give you plenty to think about and maybe even steal a few ideas.  Thanks for listening to Hoteliers Voice. If it sparked something, share with a colleague or drop me a note. More episodes coming soon where we learn from the best in the industry. Hoteliers' Voice is one of FeedSpot's top Hospitality Podcasts and is produced by Urban Podcasts.

I wrapped up my Madeira trip with a real highlight: touring the Santa Maria with Nicholas D'Souza, the General Manager who's been with PortoBay for 13 years and knows every inch of this place. We chat as we wander the property, diving into how tech keeps things running smoothly behind the scenes while the team focuses on that genuine, family-feel hospitality PortoBay is famous for. Nicholas shares stories of return guests who feel like old friends, the clever systems that make operations effortless, and why Madeira's unique vibe keeps people coming back year after year. Through out conversation, Nicholas talks about his career - traveling the world and the yearning to return back to the home island that he loves. It's a relaxed, eye-opening stroll that shows why this hotel group stands out - and how to make a career in hospitality. What We Discover - The Return-Guest Secret: Nicholas explains how 60% of guests come back for the average nine-night stay – it's all about that personal touch and island charm. - Tech That Frees the Team: From seamless check-ins to inventory systems, the tools that let staff spend more time hugging regulars and less on admin. - Madeira's Magic Touch: Why the island's natural beauty and PortoBay's family vibe create experiences you can't replicate anywhere else. - Santa Maria's secret spot: How the hotel creates energy and fuels 50% of the hotel as well as feeding its guests Nicholas reminded me why I love these spots: great tech is essential, but it's the people and the place that make you never want to leave. If you're planning a Madeira getaway, Santa Maria should be top of your list. Hoteliers' Voice is one of FeedSpot's top Hospitality Podcasts and is produced by Urban Podcasts.

I’ve been loving this mini-series on PortoBay, and in this second part, I get to chat with two people who really bring the magic to life behind the scenes. I sit down with Fiona Fontes, who’s been with PortoBay for 15 years and is now Marketing Coordinator (with a real passion for digital), and Alex Esneriaga, Resident Manager at Ilha Porto Mare, who’s grown up on Madeira and knows these resorts inside out. We dig into how their app and loyalty systems keep guests coming back, the tech that supports flawless service, and why nothing beats a genuine human recommendation when you’re on holiday. What We Discover - Digital Loyalty That Feels Personal: Fiona explains how the app and smart campaigns turn one-off visitors into regulars who feel part of the PortoBay family. - Tech Freeing Up People: The systems that handle everything from keys to bookings so staff can focus on real connections and those little touches that make a stay unforgettable. - Human Over Algorithm: Alex shares why guests still crave authentic local tips from someone who knows the island, not just an AI suggestion. Spending time with Fiona and Alex reminded me why PortoBay feels so special: great tech is brilliant, but it’s the people using it who create memories that last. If you’re thinking about guest experience or loyalty strategies, there’s plenty here to borrow. Hoteliers’ Voice is one of FeedSpot's top Hospitality Podcasts and is produced by Urban Podcasts.

How do we grow revenue, enhance experience and think about expansion when guest expectations are rising and operating pressure hasn’t eased? In Part 2 of our New Forest Roundtable, recorded live at New Park Manor Hotel as part of the Hospitality Discussions UK Roundtable Roadshow, we move the conversation forward - shifting focus from cost and pressure to opportunity. Together with hotel leaders, operators and industry partners, we explore how hospitality businesses are rethinking revenue generation, guest relationships and long-term growth. Featuring Sharon Cowley from Netaffinity (silver sponsor) Prem Jethwa-Odedra of Biteluxe (Bronze sponsor) and Scot Turner from Auden Hospitality (silver sponsor), Alessandra Leoni of Focus on Hospitality our Platinum sponsor and Paul Wells from Studio Moren (bronze sponsor). This episode digs into the practical realities behind direct bookings, personalisation, technology, AI and physical space and how all of these choices shape not just guest experience, but staff experience and leadership confidence too. What We Explore - Revenue Beyond the Room: How hotels are reducing reliance on OTAs, using data and personas to drive direct bookings, and creating more meaningful upsell and experience-led revenue. - Experience as a System, Not a Moment: Why guest experience starts long before arrival and extends beyond checkout - from digital journeys and pre-arrival communication to staff experience and leadership culture. - Expansion, Design and the Role of AI: How hotels are thinking differently about growth - through better use of space, learning from other sectors, and using AI to remove friction without losing the human touch. As we wrap up this second session, one thing becomes clear: experience is no longer just about the guest. It lives in systems, spaces, data, leadership decisions and how supported teams feel day to day. Growth doesn’t come from chasing every opportunity, but from making clearer choices about who we serve, how we serve them, and where we invest next. Hoteliers' Voice is one of FeedSpot's top Hospitality Podcasts and is produced by Urban Podcasts.

I was thrilled to get invited to Madeira by PortoBay Hotels after chatting with André at IHTF Europe about their early AI adventures, and this first part of our mini-series captures why this island group feels so special. I catch up with André Dória, Head of Digital Empowerment, on the PortoBay story and Madeira's unique charm, then dive deep with Rui Alves, Head of IT, on the tech backbone powering everything from seamless reservations to smart guest experiences. We cover how they're embedding AI thoughtfully, the roadmap ahead for even smarter operations, and why blending cutting-edge systems with island hospitality keeps guests coming back. What We Explore - PortoBay's Island Soul: André shares how Madeira's natural beauty and PortoBay's family vibe set them apart in a crowded market. - Tech That Powers the Magic: Rui breaks down the IT infrastructure holding it all together, from cloud systems to data-driven decisions. - AI's Smart Role: The careful ways they're using AI to enhance guest stays without losing that personal touch. André and Rui make it clear: great hotels aren't just about beds and beaches; they're about tech that frees people to create real connections. Excited for Part 2 with Fiona and Alex. Hoteliers’ Voice is one of FeedSpot's top Hospitality Podcasts and is produced by Urban Podcasts.

How do we run profitable hospitality businesses when costs keep rising, expectations keep shifting, and leadership can feel increasingly lonely? This episode was recorded live at New Park Manor Hotel in the New Forest as part of the Hospitality Discussions UK Roundtable Roadshow. We’re joined by hotel leaders, operators and suppliers from across the industry for an open, honest conversation about the realities facing hospitality right now - and why talking about them together matters more than ever. Featuring in this episode includes Our host - Byron Fiddler, Hotel Manager at New Park Manor Platinum sponsor - Alessandra Leoni, Focus on Hospitality Silver sponsor - Scot Turner, Auden Hospitality Silver sponsor - Prem Jethwa-Odedra, Biteluxe Silver sponsor - Sharon Cowley, Netaffinity Also, Shannon Rockey from Lime Wood Group, Tom Pyke of Balmer Lawn Hotel and Josie Clare from Stanwell House The discussion brings together voices from across operations, technology, food and beverage, design and people leadership. What emerges isn’t a list of easy answers, but something far more valuable - shared perspective, practical insight, and reassurance that many of the pressures we’re feeling are widely shared. What We Explore - Cost Pressure Without Compromise: How rising costs are forcing hospitality leaders to rethink value, pricing and experience - not just efficiency. - Technology Overload and Decision Fatigue: Why hotel tech has become increasingly complex, and how leaders are trying to make clearer, more confident choices. - People, Culture and Leadership Loneliness: What it really feels like to lead in hospitality right now and why connection and peer conversation matter more than ever. As we close, one message lands clearly: the challenges facing hospitality are shared - and so are the solutions. Whether we’re running independent hotels or larger groups, grappling with cost pressure, tech decisions or people leadership, there is real value in stepping out of isolation and into conversation. This roundtable isn’t about having all the answers. It’s about asking better questions - together. Hoteliers' Voice is one of FeedSpot's top Hospitality Podcasts and is produced by Urban Podcasts.

In this episode of Hotelier’s Voice, I’m in the heart of the New Forest at New Park Manor, part of the Luxury Family Hotels collection. As I walk through the grounds with hotel manager Byron Fiddler, I get a real sense of what it means to create a family-focused luxury experience - one where children, parents, and even dogs are part of the stay in equal measure. Together, we explore the property inside and out: from the spa overlooking roaming deer to the den and cinema room, the family dining experience that adapts to fussy eaters, and the design choices that stand up to the joy (and chaos) of little guests. As Byron and I sit fireside, we dig into the realities behind the scenes - staffing challenges, training and development, keeping families engaged during rainy days, and how sustainability and heritage influence the character of this historic hotel. What We Discover Together - Family Luxury, Without Compromise: How New Park Manor balances design, service and experiences so parents relax, kids explore and dogs feel right at home. - Training People, Not Just Skills: Why Byron prioritises personality-led hiring, strong development programmes, and leadership growth to support a busy, evolving hotel. - Hospitality as a Career of Possibility: We reflect on how diverse backgrounds from reception to carpentry can lead to management roles and exciting opportunities across the world. Being here at New Park Manor reminded me that great family hospitality isn’t just about amenities - it’s about creating a place where everyone, in every age or shape of family life, feels welcomed, known, and looked after. Hoteliers’ Voice is one of FeedSpot's top Hospitality Podcasts and is produced by Urban Podcasts.

What do you do when customer acquisition costs drop 19% in one breath… and digital media prices explode 20–40% in the next? In this episode of Travel Market Life, I bring together three incredible experts: Christina Lemme (Senior Director, Global Media at Sojern), Caryl Helsel (Founder & CEO, Dragonfly Strategists), and Lee Hawkins (Founder, InsideOut Solutions) to dissect the just-released 2025 Hotel Digital Marketing Performance Index and separate signal from noise. What You’ll Learn - The AI Paradox: Why Google’s Performance Max for Travel Goals slashed CAC 19% and delivered 4× booking growth - while the rest of the market got hammered by soaring costs. - The Desktop Surprise: 63% of actual bookings (and 71% of revenue) still come from desktop, even in a mobile-obsessed world. - Consent Mode Chaos: How Google Consent Mode v2 is hiding conversions, inflating CPA by up to 38%, and quietly wrecking hotel ad performance. From OTA bidding wars and shrinking ad inventory to the looming impact of ChatGPT-powered search, we cut through the headlines to deliver the practical moves independent hotels and groups need to make right now. Travel Market Life is one of FeedSpot's top Hospitality Podcasts and is produced by Urban Podcasts.

In a world drowning in ads, why do we still rush to book with the brands that feel like old friends and how can travel marketers build that magic? In this episode, I am joined by panellists Claire, Will, and James, plus special guests Jaz Amar (Global VP Brand Marketing & Communications, Accor) and Andy Headington (CEO & Founder, Adido). We unpack what really sucks us in as consumers, the power of long-term brand consistency, the pitfalls of short-termism, and why AI won’t replace bold, human-centred marketing anytime soon. What You’ll Learn - Generational Pull: How Lego keeps reinventing itself across ages and the travel brands that could learn from its franchise magic. - Consistency Over Chaos: Why sticking to your brand voice for 3–5 years beats chasing trends, and how Accor builds emotional connections beyond the logo. - Investor vs Vision Tension: The real struggle between quick wins for shareholders and the patient craft of unforgettable marketing. This episode is a masterclass in cutting through the noise: great marketing isn’t louder ads - it’s smarter stories that make travellers choose you again and again. Travel Market Life is one of FeedSpot's top Hospitality Podcasts and is produced by Urban Podcasts.