Jun 29, 2026 · 29 min · 11 segments
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…
Paul WellsGuest
Ryan HaynesHost
Geraldine BrennanGuestDanielGuestConstantineGuest
Renato MachadoGuest
Prem Jethwa-OdedraGuestMikeGuestDanGuestJames McComasGuest
At the hospitality discussion roundtables, we give hoteliers plenty of time to sit around the table and talk about and dissect the issues at hand.
Well, we're going to hear from some of the hoteliers to summarize those conversations and what was at the forefront of their minds when it comes to revenue.
Yeah, absolutely.
We didn't really agree on a product of retail as such as in branding, apart from you purchasing lots of dog material from the recent state you enjoyed and came out with.
But more that we felt that people didn't really want to be told upsells of it costs this, it costs that, it costs this, but you can have this, this is available.
Have you thought about this? Did you know you could do this? So whilst they're on site, they can upgrade their experiences here and people didn't really seem to mind how much they were spending.
We perhaps worry that we're trying to oversell to people.
um that people actually want an experience these days and to be confident in that we should be telling people that they can have that they want that experience of sell the emotional sale not necessarily the fiscal value straight away to be told that's what it costs um so that was a big outpouring of it as well um some solutions and systems that paul mentioned about is in incentivizing the staff and the teams to be saying what they've got available that there's solutions there again, with technology for staff to earn more money by upselling things and a system to put that in place and learning from the data and really reading and understanding our data and our markets and our captive markets that who do we think is our target market may not actually be now in this day and age that if you're dressed like us in wares that suit our positions that actually we could have all turned up in tracksuits.
It doesn't really matter who's, there could be our audience, there could not be our audience.
It doesn't matter stereotype so much anymore to understand what we need to deliver at this day and age to our products and our guests.
from this conversation? I think we had a really good thought-provoking discussion on how we engineer that and I mentioned about the data breach, obviously that's been in the news quite recently over the last six to seven months.
And as an end consumer, if you're booking an accommodation piece, a hotel, how does the guest then see and those sort of ITs and how they interlink? And if either guest is booking somewhere, and then getting five or six different channels, it sort of sends alarm bells.
Also, we're hoteliers.
IT is not our thing.
We serve people and that's why we have all these different types of businesses offer and And all we want to do is just work the best for our people, our guests, and there's generally some concerns on how we can better that.
And like I say, yeah, it's thought-provoking.
There's definitely sources out there, but how do we funnel that into making the best right commercial decision for us, our teams, and ultimately our guests? How do you try to get a better understanding of that? We were on point tonight.
just trying I suppose it's just experience isn't it trust relationships relationship building you work with suppliers and again it's our business is all over people so that with suppliers guests team customers and it's about building those relationships to and trust so yeah
thank you very much indeed over on this side Daniel could I be able to get to you to summarise what was on there
Yep, okay.
Our conversation was more about branding specifically and then the value versus expense.
At the hospitality discussion roundtables, we give hoteliers plenty of time to sit around the table and talk about and dissect the issues at hand.
Well, we're going to hear from some of the hoteliers to summarize those conversations and what was at the forefront of their minds when it comes to revenue.
Yeah, absolutely.
We didn't really agree on a product of retail as such as in branding, apart from you purchasing lots of dog material from the recent state you enjoyed and came out with.
But more that we felt that people didn't really want to be told upsells of it costs this, it costs that, it costs this, but you can have this, this is available.
Have you thought about this? Did you know you could do this? So whilst they're on site, they can upgrade their experiences here and people didn't really seem to mind how much they were spending.
We perhaps worry that we're trying to oversell to people.
um that people actually want an experience these days and to be confident in that we should be telling people that they can have that they want that experience of sell the emotional sale not necessarily the fiscal value straight away to be told that's what it costs um so that was a big outpouring of it as well um some solutions and systems that paul mentioned about is in incentivizing the staff and the teams to be saying what they've got available that there's solutions there again, with technology for staff to earn more money by upselling things and a system to put that in place and learning from the data and really reading and understanding our data and our markets and our captive markets that who do we think is our target market may not actually be now in this day and age that if you're dressed like us in wares that suit our positions that actually we could have all turned up in tracksuits.
It doesn't really matter who's, there could be our audience, there could not be our audience.
It doesn't matter stereotype so much anymore to understand what we need to deliver at this day and age to our products and our guests.
from this conversation? I think we had a really good thought-provoking discussion on how we engineer that and I mentioned about the data breach, obviously that's been in the news quite recently over the last six to seven months.
And as an end consumer, if you're booking an accommodation piece, a hotel, how does the guest then see and those sort of ITs and how they interlink? And if either guest is booking somewhere, and then getting five or six different channels, it sort of sends alarm bells.
Also, we're hoteliers.
IT is not our thing.
We serve people and that's why we have all these different types of businesses offer and And all we want to do is just work the best for our people, our guests, and there's generally some concerns on how we can better that.
And like I say, yeah, it's thought-provoking.
There's definitely sources out there, but how do we funnel that into making the best right commercial decision for us, our teams, and ultimately our guests? How do you try to get a better understanding of that? We were on point tonight.
just trying I suppose it's just experience isn't it trust relationships relationship building you work with suppliers and again it's our business is all over people so that with suppliers guests team customers and it's about building those relationships to and trust so yeah
thank you very much indeed over on this side Daniel could I be able to get to you to summarise what was on there
Yep, okay.
Our conversation was more about branding specifically and then the value versus expense.
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