Recorded live from HOSPA edinburgh event Next Wave Hospitality: Tech Transformation that delivers sponsored by Focus on Hospitality with

• Mike Baxtor, House of Gods
• Barry Makin, GM, Cromlix Hotel
• Lorraine Garvie, Head of Commercial Operations, Crieff Hydro

We get their take on the changes in hospitality and guest experiences, what it will take to stand out and how they’re addressing tech and digital transformation.

We ask

• How are hospitality perceptions shifting for your business?
• Where is the role of AI and automation both in operations and guest experience?
• With IT infrastructure changing quickly, where's your focus?
• Where's the line of digitalised guest journeys to human?

We’re on Fistral Beach in Newquay for something special. In this episode of Hoteliers’ Voice, I get an exclusive behind-the-scenes tour of The Headland Hotel with Kai Sinkevicius, Assistant Operations Manager, as we explore what five-star hospitality really looks like on the Cornish coast.

From the grand lobby and recently refurbished restaurant to the cottages, spa and Aqua Club, this is a story about heritage, reinvestment and the power of family values. But more than that, it’s about people. Kai's journey from porter at 18 to senior leadership, and the pride shared by long-serving team members, says everything about the culture being built here.

What We Explore

- From Porter to Leader: How rotational training, mentorship and industry qualifications are shaping the next generation of hospitality talent.

- Sustainability in Action: Why EarthCheck silver, local sourcing and conscious refurbishment are embedded in daily decision making.

- Community at the Core: How family ownership, long service and local partnerships create loyalty that guests can feel.

We walk through rooms transformed during lockdown, a ballroom reupholstered by a local seamstress, and suites designed to frame uninterrupted Atlantic views. We talk about levelling the seasonality curve in Cornwall, investing year-round, and building experiences that keep guests returning for weddings, birthdays and multi-generational stays.

There’s also a strong message about perception. Hospitality is too often seen as a fallback career, yet here is a business investing in young people, visiting schools and championing the industry as a genuine profession. With over 450 years of combined service celebrated at one long-service dinner, it’s clear that loyalty runs deep.

The Headland blends heritage with evolution. It embraces sustainability without losing soul. It nurtures talent instead of waiting for it to appear. And standing on that coastline, looking out over the Atlantic, you can feel that this is more than just a hotel. It’s a community.

Hoteliers' Voice is one of FeedSpot's top Hospitality Podcasts and is produced by Urban Podcasts.

We talk a lot about digital channels, distribution and pricing strategy, but what happens when the guest actually walks through the door? In this episode of Hoteliers’ Voice, I sit down with Gail Peters from the Q Hotels Collection and Geoffrey Toffetti from Frontline Performance Group to explore what they call “last mile revenue”.

With 19 four-star hotels across Great Britain, Q Hotels had the scale, the rooms and the opportunity. What they needed was consistency, visibility and a structured way to empower front office teams to enhance the guest experience while driving incremental revenue. The result has been a people-first programme that blends technology, training and recognition in a way that is delivering measurable impact.

What You’ll Discover

- What Last Mile Revenue Really Means: Why check-in is your final opportunity to influence room revenue and enhance the guest journey.

- From Inconsistent Upselling to Structured Success: How integrating with the PMS, training “champions” and setting clear targets created alignment across 14 hotels.

- The Commercial Impact of Empowered Teams: How Q Hotels achieved just under 40% uplift in incremental revenue and set sights on a 1 to 2 percent RevPAR impact.

What stands out most is the virtuous cycle. When expectations are clear, performance is visible and success is shared, guests enjoy better experiences, staff see the benefit in their pay packets and hotels unlock revenue that would otherwise be left on the table.

If you are an independent hotelier wondering how to drive incremental spend without relying solely on digital tactics, this conversation offers a practical blueprint grounded in real results. Technology matters, but as this episode makes clear, people remain the last mile.

Hoteliers' Voice is one of FeedSpot's top Hospitality Podcasts and is produced by Urban Podcasts.