Checking In by Hotel Owner

In this episode we speak to Richard Harrison, managing director of No Ordinary Hospitality. Richard discussed his approach to assessing risk with new creative ventures, his advice for diversifying your site to maximise sales in all corners of your property, how to build strong symbiotic relationships with brand partners and why hoteliers should embrace the evolution of mixed-use spaces. This episo...

In this episode, Philip Turner, the founder of Chestnut Group, discusses his journey from financial services to hospitality, how he has scaled Chestnut Group at speed and is preparing for future acquisitions, and why transparency and accountability are key to securing shareholder support. This episode is sponsored by Rezcontrol. Running a hotel is complex — but your property management system shou...

In this episode we speak to Gareth Winebloom and Lewis Bound, general manager and deputy operations manager at Rowton Castle. They discussed how storytelling at the castle plays a key part in enhancing the guest experience, the key behind Rowton’s team loyalty and low turnover, and how their wedding teams are able to balance personal touches with spotless delivery. This episode is sponsored by Rez...

In this episode we speak to Asja Samperi, rooms manager at Hyatt Regency London - The Churchill. Asja spoke about how her love of travel, languages and connection with people has shaped her career path, the key behind building a strong and enthusiastic team as rooms manager, and how AI is shaping the future of guest personalisation in the luxury market.

In this episode we speak to James B. Clarke, General Manager of the Park Plaza Westminster Bridge and chair of The Master Innholders. James spoke about the Master Innholders' latest conference and what its theme of ‘Distilling Excellence’ means for hoteliers in practice, the key drivers behind his site’s ongoing success, how the Master Innholders encourages connection and conversation within the i...

In this episode we speak to Graeme Green, Managing Director of Crossbasket Castle. We spoke about his time at The Point in New York and how American hospitality has influenced his leadership approach, what guests can expect from the Castle’s £20m refurb, and why creating ‘moments of magic’ for guests can in turn empower and energise your team. This episode is sponsored by Rezcontrol. Running a hot...

In this episode we speak to Kathryn Wright, COO at customer loyalty platform Antavo. We discussed the rise of card-linking and gamification in loyalty programmes, and how hoteliers can capitalise on this, how to re-platform your loyalty system with agile, long-term thinking and why keeping loyalty in mind must underpin all facets of your operations. This episode is sponsored by Rezcontrol. Running...

In this episode we speak to Paul Brackley, the founder and CEO of Kinsfolk & Co. We discussed how Paul and his team built a purpose-led hospitality brand from the ground up, how thoughtfulness, community and collective ambition lie at the heart of Kinsfolk, and what can be expected from the brand’s first physical touchpoint, The Newman.

In this episode we welcome back Tim Davis MBE, Founder and Managing Director of PACE dimensions. We spoke about the evolution of the branded hotel space and how businesses can best capture their "unfair "share of the market, why ESG is a key investment for long-term, sustainable success, and how connectivity and cohesion across your operations is key to growth in a softening market.

In this episode we speak to Marc Finney, Head of Hotels & Resorts Consulting at Colliers. We discussed Colliers’ 2025 Hotel Market Index, which highlighted the strength and resilience of the Scottish market, the reasons behind rising investor activity in Birmingham and Cambridge and how investors and developers can best navigate rising costs in the industry in 2025 and beyond. This episode is spon...

This episode we are joined by Mark Lewis, CEO of UK-based benevolent charity Hospitality Action. We discussed all the ways the charity helps those in need, giving support to those in the sector who often have nowhere else left to turn, some of the reasons why 2024 was their most challenging ‘year yet’ and how operators can better support their workers and also help raise funds so the charity can c...

In this episode we speak to Robert Bates, Executive Head Chef at The Belfry Hotel & Resort. Rob spoke about his experience working with Albert Roux, and the lessons learned from his time at Joel Robuchon and Le Gavroche, how respect and recognition is key to high morale and staff retention in the kitchen and his approach to seasonal menu creation. This episode is sponsored by Howden, the global in...

In this episode we’re joined by Mark Spanton, the Pre-Opening General Manager of Dakota Newcastle. Mark speaks about his transition to managerial roles and background in F&B and Operations, how to best navigate the thorough process of a hotel’s snag stage alongside a supportive, communicative team, and why Newcastle is well positioned to be a prime hub for hospitality. This episode is sponsored by...

In this episode we speak to Ben Harper, CEO of the Watergate Bay Hotel and the recently launched SeaSpace, an experience-led, lifestyle aparthotel on the Cornish coastline. Ben discusses his time at SACO, where he helped launch and scale the innovative Locke brand, how SeaSpace fosters a community-led ecosystem and the benefits this brings, and how experience-led stays are forging the way in hospi...

This episode we speak to Mark and Sherene Fuller, co-owners of the legendary Karma Sanctum Soho hotel. They talk about their vibrant background in the music and nightlife industry, and the colourful characters they’ve met along the way, how the hotel has fostered a creative community through its exclusive membership model, and how Karma Sanctum Soho became London’s ultimate rock ‘n’ roll hotel. Th...

In this episode we're joined by Eric Jafari, co-founder and managing director of AENDRE. We discussed how listing all the things he disliked about his experiences as a guest led him to create the first innovative extended-stay lifestyle brand, how AENDRE is looking to meet the needs and tastes of today’s ‘Zillennial’ traveller, and his advice for hoteliers looking to work with private equity firms...

In this episode we speak with Joe Cainey, co-founder of Sunbeam, an AI platform that helps hoteliers get useful insights by processing masses of guest feedback. We spoke about the surprising things hoteliers learn from the data, the importance of text as opposed to star ratings in making insights useful, and how customer feedback in the future will get hoteliers ever closer to the truth about thei...

In this episode we speak to Robert Alley, Brand Development Director at BWH. He talks about the emergence of soft and hard brands under the Best Western umbrella, how BWH allows its independent hoteliers to benefit from the heritage power of Best Western whilst enjoying flexibility in their own operations, and the importance of forging strong relationships with owners through open communication an...

In this episode we speak to Lorraine Copes, the Founder and CEO of Be Inclusive Hospitality, a not-for-profit organisation aiming to accelerate racial equity in hospitality. Lorraine spoke about her own career journey and what inspired her to launch the organisation, the barriers that still exist when it comes to people of colour’s representation in senior hospitality roles, and how Be Inclusive i...

In this episode we're joined by Chris Wayne-Wills, the CEO of Crerar Hotels. We discussed the advantages of working in some of the smaller regional markets, what it was like leading the repositioning of the hotel group, helping to elevate its average daily room rate across its portfolio and the work he does for UK Hospitality Scotland and HIT Scotland in ensuring the sector’s future success. This...

In this episode we speak to Samantha van Exter, Head of Hotels at the Montcalm Collection. We discussed her background in working across multiple luxury hotel markets, how she oversaw the extensive refurb of Montcalm’s flagship Mayfair site, her advice for navigating a B-Corp certification journey and what the London hotel market looks like in the year ahead. This episode is sponsored by Howden, t...

In this episode we speak to Andrew Secker, RBH Hospitality Management’s Commercial Director. We discussed Andrew’s own career journey, how he leads and develops commercial strategies for RBH’s diverse portfolio, and what it takes to be successful as part of a sales and commercial team. This episode is sponsored by Howden, the global insurance broker that knows the hotel business inside-out. https:...

In this episode we talk to Hasib Rahmati, Business Development Manager at ChargeGuru, a leader in the supply and installation of EV chargers for hotels and beyond. Hasib discusses how ChargeGuru creates a simplified process for hoteliers to implement EV charging on their sites, the many benefits of this, like creating guest loyalty and passive revenue streams, and the importance of getting ahead o...

This episode we are joined by Katie Niland, Commercial Director at the Belfry Hotel and Resort. We discuss her journey in the industry, the £80m expansion project currently happening at the hotel and the challenges that come with it.

This episode we are joined by joined by Tracey Ractliffe and Sarah Baines, Commercial Director and Sales Director at luxury hotel Grantley Hall. We discussed the reasons behind Grantley Hall’s 28% increase in events business over the past year, how the pair strategically plan for the short, medium and long term and how to navigate the challenges that hosting large events may bring.