Neil Taylor, General Manager of YOTEL Glasgow, brings an unconventional but refreshingly dynamic perspective to the hotel industry. With a career that began in geophysics and included leadership roles in the burgeoning craft beer scene, Taylor’s journey to hospitality might seem circuitous, but it reflects the adaptability and innovation that define his management style. His insights into building team morale, embracing technology, and crafting unique guest experiences offer valuable lessons for hoteliers looking to stay competitive in a rapidly evolving industry.
Taylor’s introduction to hospitality was a happy accident. “I didn’t set out to work in hotels,” he admits. After earning a degree in geophysics, he returned to his hometown in the Highlands and took on various roles at a local hotel. “I slowly fell in love with hospitality without even realising it,” he recalls.
When the opportunity to become assistant manager arose, Taylor seized it, sparking a career built on learning and growth. “I approached hospitality with the mindset that I needed to re-educate myself,” he says, describing how his curiosity and problem-solving skills shaped his early career choices.
His time at BrewDog, where he managed rapid expansion from two bars to over 50 global sites, honed his expertise in scaling operations and fostering a passionate team culture. “I learned how to inspire passion—not just in myself but in customers and staff,” Taylor explains. These lessons would later inform his transition to hotels, where he sought to apply his people-first approach to a new industry.
When Taylor joined YOTEL in 2021, the company’s forward-thinking ethos aligned perfectly with his own. “YOTEL was open-minded about taking someone without traditional hotel experience,” he says. His role as General Manager of YOTEL Glasgow provided a platform to blend his background in food and beverage with his growing knowledge of the hotel sector.
YOTEL’s focus on technology, efficiency, and design appealed to Taylor. “The product is exactly what I look for when I travel—great beds, great showers, and no unnecessary extras,” he says. Glasgow, with its vibrant culture and events-driven tourism, was the ideal setting for YOTEL’s urban concept. “Glasgow is a city where there’s always something to do. It’s about experiences, not just sightseeing,” he notes.
Vega: A Unique Offering
One of YOTEL Glasgow’s standout features is Vega, a seventh-floor bar with sweeping city views and a four-lane bowling alley. Vega operates as a destination venue, attracting both hotel guests and locals. “Around 80-90% of our bar customers are local,” Taylor says, highlighting the importance of creating spaces that resonate with the community.
Taylor has worked to ensure Vega complements YOTEL’s brand while maintaining its own distinct identity. “It’s a balancing act,” he acknowledges. “I don’t mind if guests think Vega is separate from the hotel, but I need the team to feel like one cohesive unit.” Monthly staff events and collaborative planning sessions help foster a sense of unity across the property’s 100-strong team.
Engaging Guests Through Experiences
Taylor believes that modern hoteliers must go beyond providing rooms to deliver memorable experiences. At Vega, initiatives like monthly disco brunches and themed events, such as a Mamma Mia brunch, have become major draws. “People want something unique and exciting,” he says.
This experiential focus extends to YOTEL’s room offerings. Features like reclining beds and colour-changing LED lights enhance the guest experience, while technology streamlines operations. “Guests expect value for money, and part of that is giving them something a little unexpected,” Taylor explains.
Challenges in Recruitment and Retention
Like many in the industry, Taylor has faced challenges with recruitment and staff retention, particularly after opening during the pandemic. “Hospitality lost a lot of talent during Covid,” he reflects. To address this, Taylor prioritises team engagement and development. “The best question you can ask your team is, ‘What can I do to help you?’” he says.
Taylor also sees an opportunity to improve how the industry sells itself to young people. “We need to show why hospitality is exciting and rewarding,” he argues. By engaging with schools and sharing stories of career progression, Taylor hopes to attract a new generation to the sector.
Leveraging Technology
YOTEL’s tech-forward approach aligns with Taylor’s belief in using innovation to enhance operations and guest satisfaction. From automated check-ins to AI-driven room features, technology plays a central role in creating seamless experiences. “Technology allows us to focus on what matters most—connecting with guests and delivering great service,” he says.
At Vega, Taylor plans to introduce interactive elements, such as photo points where guests can tag themselves on social media to unlock prizes. “Social media is often one-way communication. We want to make it two-way, engaging with guests in real time,” he explains.
Adapting to Changing Expectations
Taylor has observed a shift in guest expectations, driven in part by the cost-of-living crisis. “It’s not just about finding a cheap room—it’s about making every pound spent feel worthwhile,” he says. This mindset has influenced YOTEL’s emphasis on high-quality basics paired with unique, memorable touches.
Looking ahead, Taylor sees city-centre breaks gaining popularity as people seek connection and cultural experiences. “Post-Covid, there’s a real appetite for being around people and doing things,” he notes.
Advice for Aspiring Hoteliers
Taylor’s journey offers a refreshing perspective for those considering a career in hospitality. “Be inquisitive, forward-thinking, and open to challenging the status quo,” he advises. His focus on communication, collaboration, and creativity has been central to his success—and to YOTEL Glasgow’s growing reputation as a vibrant, guest-focused destination.
For Neil Taylor, the key to thriving in hospitality lies in embracing change, empowering teams, and never losing sight of the human connection at the heart of the industry. His leadership at YOTEL Glasgow exemplifies how innovation, inclusivity, and passion can redefine the guest experience, creating a model for the future of urban hotels.
