EDITOR’S LETTER
It goes without saying that, as a hotel, your
CONTRIBUTORS
most important commodity is your guests. But
attracting customers for their first stay is one
STEPHEN W. AYERS thing; retaining those visitors and ensuring they
Stephen is a British and
Canadian author and former
hotel manager. He is the CEO
of Stay Ahead Hospitality,
a company that helps
independent hoteliers in
Europe and North America
to attain high standards and
increase profit return is a wholly different challenge. On p.22
Simon Botto, CEO of DayBreakHotels, explains
why hotels must consistently present the best
version of themselves to guests if they’re to
persuade them to return.
On the flip side, your staff play as much of a role in the success
DEBORAH HEATHER
Deborah is the director
of Quality in Tourism;
providers of independent
quality assessments and
gradings. Deborah manages
an extensive field force of
assessors who grade some
300 properties a year
of your business as the guests that walk through your door. To
elucidate this philosophy, we hear on p.20 from Robert Alley, COO
at Roomzzz, on how growing your employee numbers and talent
strategy should be a vital part of your hotel operations - one that can
keep you one step ahead of the competition.
This month I would like to welcome our new regular contributor
Adam Rowledge, general manager at the Georgian House hotel in
London, who this month tells us why it is important to ensure that
PETER HANCOCK your business has set out the right values by which the culture of
Peter has been the
chief executive of Pride
of Britain Hotels - a
collection of never more
than 50 luxury and
independent properties -
since 2000. He previously
managed hotels and
restaurants in Sussex and
Hampshire, having started
out as a waiter your organisation is defined. Adam will be with us every month, but
this issue you can find him on p.24.
Finally, on p.30 we hear from Stephen Ayers on the rise of the
‘monster’ cardboard cookie-cutter hotels, and on p.32 regular
columnist Deborah Heather talks about Baby Boomers, the silver
pound and what they mean for your hospitality business.
I hope you enjoy the issue.
ANGIE PETKOVIC
Angie started as our
resident marketing advice
columnist and has now
built a substantial following
for her straight-talking
answers to the common
questions about executing
a professional marketing
strategy
|
MAY 2019 £14.99
Michael Northcott
Editor, Hotel Owner
[email protected]
WWW.HOTELOWNER.CO.UK
HOUSEKEEPING | RENOVATION | FOOD & BEVERAGE | SPA | PROPERTY | EDUCATION | TECHNOLOGY
hotelowner
for the independent hotelier who means business
ISSN 2049-7709
CULTIVATING
CUSTOMER
LOYALTY
Why hotels must consistently
present the best version of
themselves to guests if they’re
to persuade them to return
QUALITY IN
TOURISM
GROWING
YOUR PEOPLE
Why nurturing talent is the best way to keep
one step ahead of the competition around you
STEPHEN
AYERS
p30
Stephen takes a look at the rise of
‘monster’ cookie cutter hotels
May 2019
Deborah Heather talks about baby boomers,
the silver pound and what they mean for your
hospitality business
HOTEL
CONCEPT
A look at the luxury, propeller-
shaped Aviator hotel by Tag
p15
ANGIE
PETKOVIC
p34
Angie discusses whether it’s
better to be inclusive or exclusive
ON THE COVER
On p.22 Simon
Botto, CEO of
DayBreakHotels,
explains why
hotels must
consistently
present the
best version of
themselves
‘‘
ATTRACTING CUSTOMERS
FOR THEIR FIRST STAY IS
ONE THING; RETAINING
THOSE VISITORS AND
ENSURING THEY RETURN
IS A WHOLLY DIFFERENT
CHALLENGE
www.hotelowner.co.uk
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