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.

At the HOSPA regional event in Manchester, hosted by Focus on Hospitality, we brought together three operators who are right at the sharp end of regulation, compliance and commercial pressure. With Rob McGlynn from Supercity Aparthotels, Kelly Cronin from Village Hotels and Matthew Bell from Mollie’s, we explore what it really takes to stay profitable, compliant and future-ready in a fast-shifting landscape.

From Airbnb regulation and business rates to data privacy, AI and guest expectations, this is an honest, practical conversation about protecting your business without losing sight of what hospitality is actually about.

What We Explore

- The Uneven Playing Field: Why short-term lets, ghost kitchens and inconsistent regulation are creating a compliance tax for responsible operators.

- Data, Direct and the Battle for Loyalty: How anonymised bookings, OTAs and fragmented systems are reshaping customer ownership.

- Experience Over Everything: Why the real differentiator is still how you make people feel, even as AI and automation reshape operations.

We hear how Supercity’s lean apart-hotel model is feeling the strain of rising business rates and wage increases, while campaigning for fairer regulation. Village Hotels shares the complexity of building a unified customer view across hotels, leisure clubs, co-working and retail, all while navigating data compliance and evolving guest expectations. Mollie’s brings the perspective of a challenger brand balancing value-led design, B Corp ambitions and the realities of scaling responsibly.

There is frustration here, especially around short-term political thinking and the lack of long-term vision for hospitality. But there is also optimism. Whether it is using bots to remove admin so teams can focus on guests, rethinking loyalty, or doubling down on community and wellbeing, the message is clear. Compliance matters, but connection wins.

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

There’s something special about bringing hoteliers together in the room. For this third Roundtable Roadshow, we headed to The Headland Hotel in Cornwall. What followed was a series of honest, practical conversations about what it really takes to keep an independent hotel thriving.

From ownership and reinvestment to digital performance, IT infrastructure and the next generation of talent, this episode pulls together key moments from across the morning. You’ll hear from the team behind The Headland, their technology partners, and a young hospitality professional who started here at 14 and never left.

Those who feature include Veryan Palmer family director and Simon IT Manager and Charlie and young hospitlaity recruit at The Headland Hotel, James Cavanagh-Shaddock from Cornwall Hospitality Collective, Sharon Cowley of Net Affinity, Katrina Blunden from 80 Days, Sam McCabe and Eli Rous from Focus on Hospitality, and Paul Wells from Studio Moren.

What You’ll Discover

- Legacy Meets Leadership: Why reinvesting profits, protecting core standards and staying curious has delivered The Headland’s strongest revenue year yet.

- Data, AI and Infrastructure in Practice: From 6,000 monthly AI searches to cybersecurity, connectivity and proactive IT partnerships that keep operations resilient.

- Building the Future Workforce: How the Cornwall Hospitality Collective is rallying 45 members, engaging schools and turning students into hospitality professionals.

You’ll also hear from Net Affinity, 80 Days, and Focus on Hospitality, all working closely with The Headland to align brand, performance and physical experience. The message is clear. Success is not one initiative. It is collaboration, clarity and constant evolution.

Our sponsors also include Biteluxe, Studio Moren and Hospitality Action.

If you are an independent hotelier wondering how to balance heritage with innovation, or how to future-proof your operation without losing your identity, this conversation is for you.

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

Coming live from the UK Hotelier Roundtable Roadshow - this conversation comes from Whittlebury Park, with our hotel host Bradley Spillman, Senior Digital and Marketing Manager, alongside and a panel of experts. We look into how a family-run estate is using data, design and technology without losing that human, hospitality feel.

Featuring David Ohanjanian from Up Hotel Agency, Sharon Cowler of Netaffinity, Prem Jethwa-Odedra from Biteluxe, Alessandra Leoni from Focus on Hospitality, Scot Turner from Auden Hospitality

What We Explore

- Personalisation & Story: How Whittlebury Park is using small, specific touches and guest data to move beyond generic messaging and create stays that feel remembered, not just recorded.

- Websites & Conversion: Why a clear brief, flexible design and a shorter booking journey turned Whittlebury’s website into both a brand window and a serious revenue driver.

- Tech & Human Balance: How booking engines, WhatsApp, on-site data capture and smarter F&B and spatial design can support direct bookings and guest satisfaction without losing the heart of hospitality.

What stayed with me from this roundtable is how hoteliers challenges are shared, whether running a vast estate or opening a single independent hotel. The tools are there, but the real work is choosing the right ones, aligning owners and teams, and keeping the guest’s reality at the centre. Sometimes - tech is not the answer.

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

I always enjoy getting out to properties like Whittlebury Park, discovering what they have to offer across an expansive multi amenity resort and how they package it up. This conversation with Bradley Spillman, Senior Digital Marketing Manager, gave me a real behind-the-scenes look at how they juggle three very different businesses under one roof.

In a tour of their impressive golf, spa, and conference facilities, we talk about their approach to digital marketing, the smart investments they're making in tech and data, and how they're getting to know their audiences better while chasing new ones like the family segment.

What We Explore

- Three Businesses, One Property: Creates seamless experiences for completely different crowds across golf, spa, and conferences

- Digital Marketing Smarts: The tools and strategies the team uses to boost visibility, understand guest needs, and target fresh markets without losing the core appeal.

- Guest-First Innovation: Why investing in data and tech is all about delivering what people really want and how that's opening doors to new demographics.

Bradley’s insights reminded me why places like Whittlebury thrive: it's not just about the amenities, it's about knowing your guests and evolving with them. If you're in hospitality and wondering how to blend tradition with tech, this conversation will give you plenty to think about and maybe even steal a few ideas.

Thanks for listening to Hoteliers Voice. If it sparked something, share with a colleague or drop me a note. More episodes coming soon where we learn from the best in the industry.

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

I wrapped up my Madeira trip with a real highlight: touring the Santa Maria with Nicholas D'Souza, the General Manager who's been with PortoBay for 13 years and knows every inch of this place.

We chat as we wander the property, diving into how tech keeps things running smoothly behind the scenes while the team focuses on that genuine, family-feel hospitality PortoBay is famous for. Nicholas shares stories of return guests who feel like old friends, the clever systems that make operations effortless, and why Madeira's unique vibe keeps people coming back year after year.

Through out conversation, Nicholas talks about his career - traveling the world and the yearning to return back to the home island that he loves.

It's a relaxed, eye-opening stroll that shows why this hotel group stands out - and how to make a career in hospitality.

What We Discover

- The Return-Guest Secret: Nicholas explains how 60% of guests come back for the average nine-night stay – it's all about that personal touch and island charm.

- Tech That Frees the Team: From seamless check-ins to inventory systems, the tools that let staff spend more time hugging regulars and less on admin.

- Madeira's Magic Touch: Why the island's natural beauty and PortoBay's family vibe create experiences you can't replicate anywhere else.

- Santa Maria's secret spot: How the hotel creates energy and fuels 50% of the hotel as well as feeding its guests

Nicholas reminded me why I love these spots: great tech is essential, but it's the people and the place that make you never want to leave. If you're planning a Madeira getaway, Santa Maria should be top of your list.

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

I’ve been loving this mini-series on PortoBay, and in this second part, I get to chat with two people who really bring the magic to life behind the scenes.

I sit down with Fiona Fontes, who’s been with PortoBay for 15 years and is now Marketing Coordinator (with a real passion for digital), and Alex Esneriaga, Resident Manager at Ilha Porto Mare, who’s grown up on Madeira and knows these resorts inside out. We dig into how their app and loyalty systems keep guests coming back, the tech that supports flawless service, and why nothing beats a genuine human recommendation when you’re on holiday.

What We Discover

- Digital Loyalty That Feels Personal: Fiona explains how the app and smart campaigns turn one-off visitors into regulars who feel part of the PortoBay family.

- Tech Freeing Up People: The systems that handle everything from keys to bookings so staff can focus on real connections and those little touches that make a stay unforgettable.

- Human Over Algorithm: Alex shares why guests still crave authentic local tips from someone who knows the island, not just an AI suggestion.

Spending time with Fiona and Alex reminded me why PortoBay feels so special: great tech is brilliant, but it’s the people using it who create memories that last. If you’re thinking about guest experience or loyalty strategies, there’s plenty here to borrow.

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