EDITOR’S LETTER
CONTENTS
hotelowner
Spoilt rotten
CONTRIBUTORS
STEPHEN W. AYERS
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
Michael Northcott
but they’re getting older now. If you haven’t
[email protected]
made strides adjusting your offering for them,
then I’m here to tell you you’re in trouble: their
EDITORIAL
younger descendants, Generation Z, are on
Lewis Catchpole
[email protected]
the march.
This will be the first generation for whom
connected smartphones, where cab-hailing, takeaway ordering,
Deborah is the director
of Quality in Tourism;
providers of independent
quality assessments and
gradings. Deborah manages
an extensive field force of
assessors who each grade
some 300 properties a year.
EDITOR
Much has been made of the millennial consumer,
most cannot remember a time without internet-
DEBORAH HEATHER
Alessandro Carrara
38
[email protected]
music listening, movie watching, news reading, spontaneous
ACCOUNT MANAGER
shopping and instant chatting have been available in the palm
Julie Lunk
[email protected]
of their hand, instantly, forever. This presents an enormous
challenge to those consumer-facing businesses trying to think
PRODUCTION ASSISTANT
ahead, because in many ways, the smartphone was the first major
internet-driven socio-behavioural revolution, and we simply cannot
Karly Besnard
22
tell what effect these two decades will have on society – and what
[email protected]
its consumers will want from their brands in the long run.
PETER HANCOCK
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
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
ACCOUNTS
What we do know, and can respond to, is that perhaps counter-
intuitively, this same cyborgian iPhone-wielding generation, like
its millennial forebears, is less materialistic and more keen on
They are more environmentally savvy, better educated. They
take for granted the fact that companies and individuals can be
reviewed by thousands on websites, and frequently make their
social and holiday plans with habitual reference to these services.
The impact online accountability is having on what a Generation
Zedder might call the ‘experience economy’ – hotels included – is
of untold significance.
This all means a huge threat to the traditional ‘fancy hotel stay’,
but also a huge opportunity to those nimble enough to react. This
month, Lewis Catchpole delved into the question of quite how the
hotelier of today can cater for a market which in time will not be
impressed by breakfast in bed, a spa complex, or silver service.
hotels, and built up a tolerance to the trappings of the five star
blueprint, which used to be enough.
OCTOBER 2018
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It’s a question with as yet no answers, but one the industry will
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CUSTOMER SERVICES
‘experiences’. Young people are boozing less, travelling more.
One which has probably travelled the world a fair bit, seen great
HOUSEKEEPING | RENOVATION | FOOD & BEVERAGE | SPA | PROPERTY | EDUCATION | TECHNOLOGY
wrestle hard with over the coming 20 years.
for the independent hotelier who means business
I hope you enjoy the issue.
[email protected]
CONTENTS OCTOBER 18
REGULARS
Month in Review
A roundup of the latest hospitality
news from across the UK
Hotel Concept
of the Month
6
15
Built for King Edward VII the Old
Railways Station is now a 10
bedroom hotel where guests can
stay in authentic Pullman carriages
Peter Hancock 17
This month, Peter Hancock gives his
opinion on the unseen importance
of hotel accolades
Stephen Ayers
36
Stephen offers top tips to have a
successful restaurant opening
THE NEW LUXURY
As the younger generations become the adults and the
spenders in the market, will the old hallmarks
of a great hotel stay still be enough?
4
www.hotelowner.co.uk
ON THE COVER
Illustration
commissioned
by Hotel Owner
and produced by
Russ Tudor.
OCTOBER 2018
Angie Petkovic
Michael Northcott
42
Angie follows her last article by
evaluating the value of loyalty cards
for hoteliers
Editor, Hotel Owner
[email protected]
October 2018
October 2018
FEATURES
Luxury hotel
market
DESIGN
Lucas Studio
[email protected]
18
Lewis Catchpole explores how the
market has evolved to offer a new
take on luxury experiences
Hotel thievery
020 3176 6185
Hotel Owner is published monthly by:
22
Alessandro Carrara takes a look
at the expensive and sometimes
unavoidably comedic issue of light-
fingered hotel guests
The Project:
Jury’s Inn Liverpool
All Hotel Owner staff can be reached on
30
LONDON OFFICE:
154 - 160 Fleet Street,
London
EC4A 2DQ
Tel: 020 3176 6185
We interview the general manager
of Jury’s Inn Liverpool about its
recent refurbishment
Quality in Tourism
38
Deborah Heather explains what
makes a good general manager and
why hoteliers need to be
good operators
The editor and publishers do not guarantee the
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that they express in this publication. The opinion of
the contributors may not necessarily be the opinion of
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