Customer Experience
Customer experience (CX) is a key focus for UK hoteliers, directly affecting guest satisfaction, loyalty, and long-term revenue. Our coverage explores how hotels improve CX through personalised service, technology adoption, staff training, and feedback systems. We report on initiatives ranging from AI-driven tools and mobile check-in to voice-of-customer programmes and service culture improvements. Case studies and industry insights highlight how hotels adapt to changing guest expectations to deliver memorable and consistent experiences.
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Jul- 2025 -8 JulyPeople
McKeever Hotels appoints procurement head and new GM
McKeever Hotels has appointed Stella Grant as group procurement manager in a newly created role aimed at streamlining purchasing across its seven properties. The position will oversee, align and optimise the buying process and lead the implementation of a local sourcing policy. According to McKeever Hotels, the policy forms a…
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1 JulyEconomy
Hoteliers face squeeze on profits as staff costs hit
Increased staff costs continue to hit the bottom line for hotels, with investment in AI expected to rise as hoteliers look to create efficiencies, according data from RSM. The data, which is compiled and produced by Hotstats and analysed by RSM UK, shows average daily rates (ADR) of occupied rooms…
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Jun- 2025 -24 JuneHotel Brands
Travelodge launches summer recruitment drive for 210 roles
Travelodge has announced its plans to hire 210 new staff across the UK this summer, as part of a seasonal recruitment campaign. The hotel chain is offering a mix of full-time and part-time roles at sites nationwide, including hotel managers, assistant managers, receptionists, housekeepers and Bar Café team members. There…
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May- 2025 -14 MayFeatures
Are London’s economy hotels becoming too expensive?
Data from commercial real-estate data company CoStar has revealed that economy hotels are now more expensive than some midscale hotels in certain areas of London. This trend is a sign of London’s rising affordability challenges. However, in submarkets where prices for mid-tier hotels are slightly higher than economy rooms, the…
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2 MayAdvice
Growth Strategies for Navigating a Softening Market
The hotel industry finds itself at a critical inflection point. After years of relying predominantly on pricing strategies to restore revenues and profitability in the post-pandemic era, the market is now responding to both this approach and broader macroeconomic headwinds. This article examines the practical approaches that can drive performance…
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Apr- 2025 -24 AprilPeople
Adagio appoints director of OPS, IT, digital, purchasing and transformation
Adagio has announced the appointment of Marie-Isabelle Gruson to its executive committee as director of operations projects and services (OPS), IT digital, purchasing, and transformation. Having been with Adagio since the brand’s creation, Gruson brings 25 years of operational experience and knowledge of on-the-ground realities. She will leverage this expertise…
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Mar- 2025 -31 MarchHotel Brands
Village Hotel Club completes first phase of £82m refurb programme
Village Hotel Club has completed the first phase of its £82m hotel upgrade and refurbishment programme. Some 765 rooms have already been refurbished across the group, with more set to undergo a renovation. In addition to a “fresh and modern” look, the bedrooms feature new beds and fully refitted bathrooms.…
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25 MarchHotels
Whitby hotel hits the market for £3.2m
The Resolution Hotel in Whitby, North Yorkshire, is on the market with an asking price of £3,200,000. The hotel comprises 38 letting bedrooms including 10 individually designed suites, spread across five floors. The Grade II listed building, which has recently undergone significant refurbishment, is also home to bar and restaurant…
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Feb- 2025 -27 FebruaryColumns
The future of venue payments: Trends and technologies you need to know
The landscape of payments is undergoing significant transformations driven by technology and changing consumer behaviours – and the hospitality industry is no exception. The more adaptive your venue can be regarding payments, the more likely you are to attract tech savvy guests, reduce transaction friction, and open new revenue streams. …
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Jan- 2025 -23 JanuaryFeatures
How hotels can tackle Budget changes now
The implementation of the Autumn Budget 2024 comes at a time when many hotels have been grappling with balancing the books to ensure they remain profitable. By April 2025, businesses need a plan of action to tackle the additional costs that are set to hit the industry to a tune…
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