Hoteliers’ Voice

Ryan Haynes
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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. Oct 1

    You have to work and prove to others you can do the job - Marsela Loulai, Mercure Kenwood Hall Hotel & Spa

    Is hospitality just a stepping stone, or can it be a lifelong, fulfilling career? In this episode, we sit down with Marsela Loulai, Hotel Manager at Mercure Kenwood Hall Hotel & Spa, for an insightful, practical conversation on the future of talent in the hospitality industry. Drawing from her personal career journey—spanning past milestones, current leadership challenges, and future ambitions—Marsela shares her direct experience with modern people management and hiring in today's competitive landscape. Together, we explore how leaders can rewrite the industry narrative to transform hospitality from a temporary stint into a rewarding, long-term profession. Plus, Marsela gives us an insider’s look at Kenwood Hall—a historic 4-star country house hotel set in 12 acres of tranquil parkland near Sheffield city centre. She breaks down their target guest profile, marketing focus, tailored event packages, and the distinct advantages of combining boutique charm with the global reach of the Mercure brand. Key Highlights & TakeawaysCareer Trajectory: Marsela’s personal journey and how early experiences shaped her modern leadership style.The Hiring Reality: Honest insights into modern recruitment, retention, and managing diverse teams in today’s market.From Job to Career: Actionable strategies for hospitality leaders to foster long-term career growth and employee loyalty.Behind the Scenes at Kenwood Hall: Understanding their target guests, custom event offerings, and marketing focus.The Brand Advantage: Balancing the local character of a Sheffield landmark with the global strength and support of Mercure.

    You have to work and prove to others you can do the job - Marsela Loulai, Mercure Kenwood Hall Hotel & Spa

  2. Sep 7

    The risks of Impulse & Flash Sales with Jon Siberry

    Discounting gets heads in beds, but does it drive profitable growth? Does it deliver the right type of guests? What are the risks? In this episode, we sit down with Jon Siberry, Revenue Consultant for Z Hotels and Sarova Hotels, to uncover the real impact of flash sales and impulse buying in today’s hotel landscape. Jon breaks down what actually drives results versus what simply erodes your Average Daily Rate (ADR). Whether you're looking to fill sudden distressed inventory or test new market segments, this conversation provides a practical roadmap for executing flash campaigns without diluting your brand. In this episode, we discuss: What Works vs. What Doesn't: The exact conditions under which a flash campaign succeeds, and the common pitfalls that burn revenue.Impact on Rates & ADR: How to structure deep discounts without destroying your rate integrity or anchor pricing.The "Impulse" Guest Profile: Who actually books these deals, their lead times, and how their behavior differs from direct bookers.Ancillary Spend & RevPAR: Does a discounted rate lead to lower overall spend, or can on-property upselling make up the difference?Reviewing Performance: Key metrics beyond occupancy to evaluate whether a campaign was genuinely incremental or just cannibalized direct bookings.

    The risks of Impulse & Flash Sales with Jon Siberry

  3. Aug 31

    What is the AI Hospitality Alliance

    In this episode, founder and director Ira Vouk explains the role of the AI Hospitality Alliance (AIHA), an independent organisation driving the responsible, collaborative adoption of artificial intelligence in the hospitality industry. Cendyn's Chief Customer Officer, Luke Markesky explains why they are a member and why it is an important approach to AI development. What we cover : Mission & Operations: Addressing shared challenges, establishing standards, and defining the alliance's core focus areas.Risks, Concerns & Strategy: Navigating AI adoption, key concerns facing tech vendors, and managing risk and data privacy.Partnership & Governance: Who holds the industry accountable as AI continues to evolve. For further details visit www.joinAIHA.com.

  4. Aug 18

    Capturing revenue and targeting high-value guests from Kensington Roundtable

    In this episode, recorded at the Kent Edition of our Hospitality Roundtable roadshow, we dive into the core strategies for driving revenue, optimising distribution, and securing high-value corporate business in today's competitive hospitality landscape. Episode Highlights: Alternative Distribution with Rory King (Rory’s Travel Club): We explore how to rethink your partnership strategy to drive direct bookings. Rory discusses what Rory’s Travel Club is, how it’s changing the game, and strategies for hotels to reclaim control over their booking channels.Conversion Success with Siggi Schrot (Net Affinity): Learn the secrets to turning traffic into bookings. Siggi breaks down how to manage the traffic-versus-conversion balance, keep your website content relevant, and effectively target the audiences that matter most.Securing Corporate Business with Geraldine Brennan (Oracle): We look at the corporate market landscape. Geraldine discusses current trends, the power of automated sales activities, and how integrated platforms enable faster service delivery and unlock new upsell As part of our Roundtable Roadshow 2026 with sponsors Oracle, Focus on Hospitality, Rory's Travel Club, Net Affinity, Keystep Solutions and Studio Moren.

    Capturing revenue and targeting high-value guests from Kensington Roundtable

  5. Aug 10

    Supercity Aparthotels choose systems wisely for brand growth

    In this episode, we explore the critical intersection of digital transformation and operational scaling in the hospitality sector. We are joined by the Roundtable Roadshow Platinum Sponsor, Oracle, represented by David Hayward, who shares insights into the current landscape of the independent hotel market and why it’s time for hoteliers to rethink their technology stack. We also feature an exclusive case study with Philip Houghton, Managing Director of SuperCity Aparthotels - the recent winners of the 'Best Operator (51-200 units)' award at the 2026 Serviced Apartment Awards. Philip discusses SuperCity’s journey from its first property in 2009 to its current rapid expansion across the UK, and how their recent move to Opera Cloud PMS is empowering their formidable brand growth. Key discussion points include: Digital Transformation: David Hayward breaks down the primary drivers of digital change, how to succeed in your transformation journey, and clears up common misconceptions about Oracle.Case Study Strategy: Philip Houghton details the strategic imperatives behind SuperCity’s recent PMS upgrade, the partner selection process, and the tangible commercial and staff benefits observed since deployment.Tech for Growth: Advice for hotels looking to modernize their systems and guidance on "future-proofing" your tech to drive revenue and outperform your competitor set.

    Supercity Aparthotels choose systems wisely for brand growth

  6. Aug 3

    The Art & Chaos of Managing Heritage Luxury with James McComas Champneys Eastwell Manor

    What does it really take to run a historic, Grade II listed country house estate without losing your mind - or your sense of humor? Our guest in this episode certainly embodies the humour through the challenge. Ryan sits down with James McComas, General Manager of the iconic Champneys Eastwell Manor in Kent. From hosting fairy tale weddings and high-stakes corporate retreats to operating an award-winning spa and the 2-Rosette Gardenia restaurant, James takes us behind the grand facade of one of the UK’s premier independent luxury destinations. What We Cover in This Episode: The Reality of Historic Building Management: Why working with centuries-old architecture is "endlessly engaging" yet bound to "present a certain level of frustration"including the time James had to deal with an actual sinkhole in the middle of Kent!Mastering the Craft: The endless challenge of finding skilled traditional craftsmen while balancing budgets, routine maintenance, and long-term investment planning.Operations & Scale: How the estate navigates the exclusive-use market, handles changeable demand patterns, and scales up seamlessly for massive events.People & Expectations: Tackling the industry-wide shortage of skilled workers (like specialist spa therapists) and bridging the gap when customer expectations risk misalignment with a historic venue.Independent Ownership: The agility, freedom, and unique hurdles of operating under independent private ownership. "If something is going to go wrong, it's certainly not going to be boring. You just have to take these things, laugh at them, and work through it." James McComas Tune in for an unfiltered, witty, and deeply insightful masterclass in hospitality leadership, resilience, and the delicate balance of preserving heritage while delivering modern 5-star luxury.

    The Art & Chaos of Managing Heritage Luxury with James McComas Champneys Eastwell Manor

  7. Jul 27

    Catering to British guests - and fractional leadership with Jo Morgan

    Come in and join us at our recent Roundtable in Kensington London, featuring a candid interview with Jo Morgan, Consultant and Fractional Operations Director with Meliora Consultancy – until recently in her role as Operation Director at The Other House. We cut through the noise to discuss the realities of running a hotel today and then hear from the audience as to what we think British guests expect. Join us as we explore: The Reality Check: A look at current industry challenges and the essential things leaders must keep in sight to stay ahead.Strategic Growth: How to balance aggressive business planning without compromising your team’s well-being or the guest experience.The Fractional Consultant Life: Jo shares insights on the rise of specialized consulting, the importance of coaching, and how to find the right support in a shifting market.The Staycation Boom: We dive into the evolving landscape of British guest expectations—and what your property needs to do to meet them. Whether you are navigating operational pressures or looking to optimize your business strategy, this episode offers actionable insights into balancing high-performance growth with the heart of hospitality.

    Catering to British guests - and fractional leadership with Jo Morgan

  8. Jun 30

    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.

    Q1/Q2 2026 Review: The Defining Challenges for the UK and EU Market
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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
    283
  • Rating
    Clean
  • Copyright
    © Ryan Haynes
  • Show Website
    Hoteliers’ Voice