Hoteliers’ Voice

Ryan Haynes
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  • Technology
  • Updated twice weekly

Hoteliers’ Voice, hosted by the ever-curious Ryan Haynes, is more than just a podcast; it’s an invitation into the heart of the world’s most beloved hotels. Through warm, candid conversations with hospitality leaders - we peel back the curtain on what it truly takes to deliver for today’s guest. Celebrating the beautiful harmony between modern innovation and the timeless touch of a human hand - from front desk to back of house, discover how tools like AI, PMS and social media aren't just for efficiency - how to empower teams to create those noticeable touches turning simple stays into a lifelong memory. A soulful resource for anyone who believes that hospitality is art of delivering exceptional experiences.

  1. Q1/Q2 2026 Review: The Defining Challenges for the UK and EU Market

    22 hr ago

    Q1/Q2 2026 Review: The Defining Challenges for the UK and EU Market

    RECORDED LIVE 9 June 2026 at The Other House, Kensington. In this episode, we unpack the stark reality facing the UK hotel sector in 2026: while business volume is up, profit margins are shrinking. As Q1 data reveals TRevPAR growth struggling to outpace rising labor costs, we examine how operators can adapt. Joined by Jonathon Liu (Verdi Hotels), Inna Nekrassova (Hotel Cafe Royal), and Jo Morgan (The Other House), we explore the structural shifts redefining the industry. Jonathon highlights how hotels are no longer just competing with each other but with a surge in alternative accommodations, necessitating a fundamental rethink of product design and branding. Our panel discusses why luxury properties must stop the "race to the bottom" on pricing, instead focusing on strategic storytelling and unique guest experiences to create value. We also address the "digital conversion gap," where poor website experiences continue to bleed bookings, and pivot to the talent crisis. With Gen Z workers seeking purpose and belonging rather than "just a job," Inna and Jo examine how leaders must frame hospitality careers to ensure long-term retention. Despite these headwinds, we explore the silver lining: a 40% surge in staycation demand as guests increasingly seek leisure closer to home.

    24 min
  2. Building experience and revenue simultaneously from Kent roundtable

    1 day ago

    Building experience and revenue simultaneously from Kent roundtable

    In this episode we look at how to build experience and tap into events in a large countryside resort - identifying opportunity for operational efficiency and revenue optimisations. Paul Wells from Studio Moren kicks us off by discussing the evolution of UK resort development. We examine how country house hotels are rethinking their extensive grounds to function more like modern resorts, touching on the key opportunities of space utilization and the complex realities of navigating planning permissions - while securing more high-value revenue. Next, Geraldine Brennan from Oracle provides a deep dive into managing weddings, parties, and conferences in a countryside setting. Geraldine shares the latest industry wedding trends and explains how hotels can master event management on large resorts through streamlined communications, efficient processes, and mobile accessibility. We also look at how leveraging the right technology can eliminate administrative errors by reducing double-entry and fragmented management. The conversation then shifts to the guest experience, with Prem Jethwa-Odedra from Biteluxe exploring how AI-led messaging can treat every guest like a VIP. We discuss actionable goals for introducing these tools and analyze the commercial impact of AI-driven guest engagement. Finally, Renato Machado from Upsell Guru shares expert advice on tapping into additional revenue streams, covering high-converting packages and the best practices for managing upsell products. The episode concludes with hoteliers sharing real-world insights on overcoming spa management challenges to successfully capture extra spend.

    29 min
  3. Investing in staff from Kent hotelier roundtable

    5 days ago

    Investing in staff from Kent hotelier roundtable

    ROI in staff roundtable kent edition Interview with James McComas - GM, Champneys Eastwell Manor Another agile year unfoldingPredicting demandClashing of brands and audiencesWhy working together is needed in Kent Partner - HOSPA - Janel Clark, Succeeding at people Professional development, keeping hospitality a people business, making a career from a service industry.What courses are there?What level of experience is needed?How are learners supported? POV - Nicola Phillips - Hospitality Action - How to support staff emotionally What are the concerns of hospitality workers?What type of management and support network is needed?Where does Hospitality Action come in? Engaging in schools and colleges In this episode of the ROI in Staff roundtable (Kent Edition), we dive into the critical intersection of modern hospitality management, regional collaboration, and staff well-being. We begin with James McComas, GM at Champneys Eastwell Manor, who unpacks the realities of an "agile" year in the industry. James explores the challenges of predicting fluctuating demand and navigating the complex "clash of brands and audiences," ultimately advocating for stronger regional cooperation across Kent to navigate these shifting tides. Transitioning to professional development, Janel Clark from HOSPA joins us to discuss "Succeeding at People." We examine how to keep the sector human-centric while creating clear, sustainable career paths within the service industry. Janel provides valuable insights into available educational courses, the experience levels required for advancement, and the support systems available for learners. Finally, we address the human element of the industry with Nicola Phillips from Hospitality Action. This segment focuses on the emotional support systems necessary for a resilient workforce. Nicola highlights the specific concerns facing today’s hospitality workers and details the management networks required to support them. We conclude by looking at the importance of actively engaging schools and colleges to foster the next generation of hospitality talent - and initiatives some hoteliers are taking to connect with staff on a deeper more meaningful level.

    31 min
  4. Hotel owner investment one year on – Kings Court Hotel, Alcester

    15 Jun

    Hotel owner investment one year on – Kings Court Hotel, Alcester

    Interview with Harpreet Saluja: A year in making Owner shares his personal experience of taking over Kings Court Hotel, as we dive into determining investment priorities, building out a tech change and deciphering today’s market challenges 20 years ago Harpreet Singh Saluja lands in the UK with a few quid to his name and takes on his first job in hospitality as a pot washer. Today, he owns several businesses, and a year on from taking on Kings Court Hotel in Alcester by Stratford Upon Avon, he explains the challenges of taking on a run-down family business, investing in tech necessities, building a formidable team and the journey to reposition in the market. We learn Why the Kings Court HotelThe on arrivalAchievements in a yeaToday’s challengesPlan for the future Hear Harpreets learnings, his greatest achievement and his perspective on why hospitality industry is struggling. The Kings Court Hotel played host to the Stratford-Upon-Avon edition of the roundtable roadshow.

    23 min
  5. Future-ready independent hotels with Celtic Collection - Stratford-Upon-Avon Roundtable

    8 Jun

    Future-ready independent hotels with Celtic Collection - Stratford-Upon-Avon Roundtable

    This Hoteliers' Voice podcast from the Stratford-Upon-Avon edition of the roundtable roadshow explores how independent hotels can become "future-ready" by embracing digital transformation. Celtic Collection discuss new technologies, cloud migration, and the role of digital strategy in achieving operational success. Featuring: Harpreet Saluja, owner of Kings Court Hotel shares his experience of taking over the property as we dive into determining investment priorities, building out a tech change and deciphering today’s market challenges ORACLE, David Hayward, with a 20-year industry perspective, explores where the Independent hotel market is today, and how hotels can realise the value of new technologies and drive their digital transformation. HOSPA, Amanda Brown, Head of Membership explains the benefits of being part of a UK industry membership organisation Shakespeare’s England, Sian Smith provides quick low-down on regional travel and tourism marketing campaigns. Focus on Hospitality, Alessandra Leoni explains underpinning all operations, revenue, commercial and guest experience - how to ensure the infrastructure and support delivers and remains consistent with tech moving fast and remaining future ready Declan Bloomer, Head of Systems and Support, Celtic Collection shares his experience of digital transformation and how they went about it to identify the right people and right technology

    35 min
  6. Responding to Travelodge room security - Non-negotiable guest safety; Stratford-Upon-Avon roundtable

    3 Jun

    Responding to Travelodge room security - Non-negotiable guest safety; Stratford-Upon-Avon roundtable

    What happened at Travelodge sent alarm bells ringing across the industry - how do we keep guests safe and provide clear protocols to all staff? Keystep Solutions' Andrew Evans kicks off a discussion on Non-negotiable guest security on how hotels can ensure that their teams don’t put their guests at risk. At the Stratford-Upon-Avon roundtable - hoteliers share their thoughts and approach to managing safety of guests

    14 min
  7. What's the word from National Hotel Marketing Conferenc?

    1 Jun

    What's the word from National Hotel Marketing Conferenc?

    A trip to find out what is on the minds of hoteliers when it comes to marketing - here I grab a few quick interviews with hoteliers and sponsors on what to be thinking about. Featuring: Chloe Parry from Carden Park - key marketing considerations Harry Fielder, Hotel Marketing Association and UmiDigital - where tech plays a role Daniel Ohandjanian, UpHotel Agency - integrations and expanding the product suite Holly McCue, Net Affinity - grabbing the right guests Des Mahoney, Book Assist - managing th booking flow Matt Willacy, Forsight - guest communications and engagement Dan Assor, No Vacancy London - marketing events

    25 min
  8. Recognising hospitality vs administration with BGAM Hospitality

    25 May

    Recognising hospitality vs administration with BGAM Hospitality

    The front desk at Kenilworth was handling a high volume of guest requests that had nothing to do with hospitality. The cost was not just operational, it was cultural. Staff felt like a switchboard, not a team. Joined by Nick Rubin Chief Strategy Officer at BGAM Hospitality and Daniel Ojeme Co-founder, CEO and CTO of Eccobell Limited, in this episode we look at How to recognise pain points in team moraleIdentifying hospitality vs administrative tasksUtilising tech to support hotel teamsProviding better services to guests Belle went live at Kenilworth in August 2025 via QR codes placed in every guest room, stuck to the wall in a prominent position. Guests scan the code with their mobile phone, which opens the Eccobell web app directly in their browser. Belle lives on that web app.

    22 min
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About

Hoteliers’ Voice, hosted by the ever-curious Ryan Haynes, is more than just a podcast; it’s an invitation into the heart of the world’s most beloved hotels. Through warm, candid conversations with hospitality leaders - we peel back the curtain on what it truly takes to deliver for today’s guest. Celebrating the beautiful harmony between modern innovation and the timeless touch of a human hand - from front desk to back of house, discover how tools like AI, PMS and social media aren't just for efficiency - how to empower teams to create those noticeable touches turning simple stays into a lifelong memory. A soulful resource for anyone who believes that hospitality is art of delivering exceptional experiences.

Information

  • Creator
    Ryan Haynes
  • Years Active
    2020 - 2026
  • Episodes
    276
  • Rating
    Clean
  • Copyright
    © Ryan Haynes
  • Show Website
    Hoteliers’ Voice