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 Leme (Senior Director, Global Media at Cendyn), Caryl Helsel (Founder & CEO, Dragonfly Strategists), and Li 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.

Get your copy of the report here.

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 Jasman Ahmad (Strategy Director, Accord Marketing) 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.

Imagine your inbox as a frantic hotel lobby at checkout - hundreds of group booking enquiries piling up, phones ringing off the hook, and teams scrambling just to keep the doors open.

In this episode Tavel Market Life, I am joined by Mandy Stam, Senior Director of Business Solutions at Radisson Hotel Group, and Felix Undeutsch, CEO & Co-founder of Hivr.ai. They pull back the curtain on Radisson’s three-year quest to automate the flood of M&E requests, from painful manual processes to a scalable AI-powered partnership that’s already slashing response times and boosting conversions.

What You’ll Learn

- The Hidden Pain: Why meetings and events enquiries are the Wild West of hotel sales - high volume, low visibility, and teams drowning in copy-paste chaos.

- Pilot-First Trust: How Radisson and Hivr.ai built confidence with small-property trials, real metrics, and radical transparency instead of glossy promises.

- Measurement Over Magic: The power of finally seeing your baseline - conversion rates, timeouts, bottlenecks and turning blind spots into actionable wins.

Mandy and Felix’s journey is a masterclass in practical automation: start small, measure everything, trust the data, and watch scattered enquiries become streamlined revenue.

For more on the solution, visit hivr.ai.

Travel Market Life is one of FeedSpot's top Hospitality Podcasts and is produced by Urban Podcasts.

Gone are the days when luxury simply meant marble floors and gold taps - today it’s measured in moments that feel utterly, unmistakably yours.

In this special feature on Travel Market Life, I gather a powerhouse panel of experts to unpack the evolution of high-end travel and hospitality. From Becky Lukovic's custom cultural immersions at Bella Travel to Christopher Hill's impact-driven safaris, Catt McLeod's authentic Elegant Hotels ethos, Douglas Waddell's tech-savvy strategies, and Priscilla Haryadi's global hotel portfolio at Preferred Hotels & Resorts, they reveal how personalisation, sustainability, and seamless tech are reshaping traveller dreams.

What You’ll Learn

- Personalised Escapes: Why today's luxury prioritises listening to individual passions - be it gourmet bike tours or volunteer wildlife tracking - over cookie-cutter extravagance.

- Sustainable Sophistication: The rise of eco-luxury, from rhino conservation safaris to hotels embedding community impact, proving indulgence and ethics can coexist.

- Tech as Silent Partner: How AI and clever digital tools enhance 24/7 service without overwhelming staff, freeing humans for those irreplaceable, memorable touches.

This roundtable is a blueprint for what luxury craves next: experiences that feel like secrets shared, blending heart, innovation, and the world's wild beauty.

Travel Market Life is one of FeedSpot's top Hospitality Podcasts and is produced by Urban Podcasts.

The problem isn’t the tech. It’s the gaps where it doesn’t talk to each other.

In this live episode recorded at the Independent Hotel Show 2025, we dive deep into the critical weak points in hotel technology. Bringing together hospitality leaders Alessandra Leone, Douglas Waddell, and Tanya Stellard we ask what happens when the tech stack doesn’t quite stack up.

From legacy systems and fragile infrastructure to fragmented tools that don’t talk to each other, we unpack the operational realities hotels face today. This isn’t just about tech for tech’s sake - it’s about aligning technology with strategy, empowering teams, and delivering experiences guests actually want.

What You’ll Learn

- Infrastructure First: Why building a strong foundation is the key to making every system work better.

- People at the Core: How involving teams early in the tech journey leads to better adoption and smoother operations.

- Smart Investment: Why strategy (not shiny tools), should drive every tech decision.

This conversation is a reminder that the best hotel technology isn’t about having the most - it’s about making it work seamlessly, together, for guests and teams alike.

Travel Market Life is one of FeedSpot's top Hospitality Podcasts and is produced by Urban Podcasts.

Two students, one snowy mountain and a worldwide business.

In this episode of Travel Market Life, Craig Everett, CEO and Co-Founder of HollyBob, joins us to explore the power of innovation, entrepreneurship, and AI in the travel industry.

Craig shares how a simple university ski trip turned into his first business, how HollyBob was born, and why travel experiences are the next frontier for digital transformation. From AI-powered itineraries to under-tourism strategies, this conversation dives into how technology and human connection can work together to shape the future of travel.

What You'll Learn

From Idea to Impact: How a grassroots travel idea grew into HollyBob, a platform transforming how travellers book experiences.

Tech Meets Tourism: Why AI and agentic commerce are reshaping the way people plan, book, and enjoy their holidays.

Entrepreneurial Mindset: Craig's honest lessons on focus, failure, and building a business that lasts in a changing landscape.

Craig's story is a brilliant reminder that the travel industry thrives on curiosity, connection and courage. Technology might change how we explore the world - but people will always shape the journey.

Travel Market Life is one of FeedSpot's top Hospitality Podcasts and is produced by Urban Podcasts.