World’s Most Spectacular Hotels to Experience July2022

www.insightssuccess.com
The
Peach
C y
Vol : 07
Issue : 14
2022
World’s
to
Hotels
Experience
Spectacular
Most
Bringing Back Home the Farm
Life Experience
Leading the Edge
Top 5 Leaders in the
Luxury Hotel Segment
Rising with Tech
The Technological
Advancement in Luxury
Hotels Around the Globe

editor
Bhushan Bhad
Managing Editor
ike a stack of coins, assimilated and organized
Lin a systematic mechanism, employees and
employers have been routined in a city
commute. But, with luxury facilities and entrepreneurs
providing ease of travel experiences, hotels and the
hospitality sector has found the daylight amidst the
busy city lights of urban scape.
Inside the tourism industry, this speciﬁc segment,
usually referred to as the hospitality industry, has
changed the dynamics for travelers and tourists too!
Known for the rising interest of global tourists, many
companies are providing the best-in-class facilities,
luxury amenities, and above-the-edge experiences,
guiding the tourist on a tour that is not only refreshing
but also has been paving the way to get the best of
luxury facilities throughout the globe.
Understanding the dynamics of hotels and the
hospitality industry, investors and business enthusiasts
have been actively scouting with cost beneﬁts
analysis, running through the technological
upgradation, and ground market research in order to
get the best of its business acumen and achieve
successful results.
Facilitating Experiences,
Bolstering Smiles!

Excited equally for this development, we at Insights
Success came up with our latest edition, “World’s
Most Spectacular Hotels to Experience.” On the
cover is The Cozy Peach, a magnificent agritourism
site that offers its customer with best in business
services while making its guest stay relaxed
consuming memorable experience.
Dwell into such enriching stories and know the global
corporates who have made it to the top of the
leaderboard. While you flip through the pages, make
sure to read the insightful articles opined by our in-
house editorial team.
, ,
The Hotels and Hospitality
Industry has immense
opportunities and business
community has been guiding
the transformation with a
propelling speed.

The Cozy Peach
Ashford Castle Borana Lodge Capella Ubud
Bringing Back Home the Farm
Life Experience
A Legacy of Absolute
Excellence in Hospitality
Promoting Conservation
through Thoughtful
Lodging
Your New Favorite
Place for a Perfect
Retreat

Jaya House River Park
Manoir Hovey
Keemala
The Athenaeum Hotels
and Residences
Delivering an All-inclusive
Leisure Experience
A Spectacular Experience
that Lasts A Lifetime
Escape the Mediocre.
Experience Your Own Paradise
O ering Nothing Less Than
the Finest Experiences
The Technological
Advancements in Luxury
Hotels around the Globe
Rising with Tech
Leading the Edge
32
44
Manoir Hovey
Keemala
The Athenaeum Hotels
and Residences
Delivering an All-inclusive
Leisure Experience
A Spectacular Experience
that Lasts A Lifetime
Escape the Mediocre.
Experience Your Own Paradise
O ering Nothing Less Than
the Finest Experiences
The Technological
Advancements in Luxury
Rising with Tech
Leading the Edge
44
30

sales@insightssuccess.com
July, 2022
Circulation Manager Tanaji Fartade
Research Analyst Eric Smith
Editor-in-Chief Marry D'Souza
Anish Miller
Senior Editor
Kelly, David
Business Development Executives
Managing Editor
Shruti Tikotkar
Business Development Manager
Bhushan Bhad
Art & Design Head
Art & Design Assistant
Visualiser David King
Co-designer
Rohil Shinganapurkar
Mrunalinee, Sonia
Marketing Manager Joseph D'souza
Technical Consultants Prachi, Rajeshwari
Technical Head Jacob Smile
Assistant Technical Head
SME-SMO Executive Gemson
Digital Marketing Manager Alina Sege
Assistant Digital Marketing Manager Renuka Kulkarni
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Featuring Brief
Hotels
Lawrence Ngugi
Head Guide
jayahousehotels.com
Keemala
keemala.com
Ashford Castle
ashfordcastle.com
Capella Ubud
capellahotels.com
Borana Lodge
borana.co.ke
Ashford Castle is set on 350 acres in County Mayo, on the shores
of Lough Corrib and the River Cong, with a spectacular backdrop
of woodlands, lake, river, and mountains.
Borana Lodge is situated at the heart, with a mesmerizing view of
Mount Kenya, Borana lodge is built entirely with local materials
by local craftsmen.
Capella Ubud is set within a dramatic terraced landscape, with
prominent rice paddies surrounding the entrance, leading through a
densely forested valley all the way down to the sacred Wos River.
Jaya House River Park is situated alongside the serene Siem
Reap River, and surrounded by lush greenery and, is a hidden
gem for all hodophiles.
Keemala delivers you an experience with an all-pool villa
wonderland set in the rainforest of Kamala, Phuket.
Niall Rochford
General Manager
Mark Swinton
General Manager
Christian de Boer
Managing Director
Ms. Samornpun
Somnam
Executive Director
Marketing
Jason Stafford
Managing Director
The Athenaeum
Hotel & Residences
athenaeumhotel.com
Manoir Hovey
manoirhovey.com
Manoir Hovey, a five-star Relais & Chateaux property on the
outskirts of the village of North Hatley in the Eastern
Townships.
The Athenaeum is a long-established but recently re-furbished
hotel with a large number of regular guests who see it as their
home away from home when visiting London.
The Cozy Peach offers the best in the business services to its
guests to make their stay extremely hospitable and relaxing.
Bernard Murphy
Group Managing
Director
The Cozy Peach
schnepffarms.com
Carrie Schnepf
(Owner)
Kylee Biggs
(The Cozy Peach
Concierge)

C
o
v
e
r
S
t
o
r
y
Bringing Back Home the Farm Life Experience
When traveling, it's all
about relaxing, slowing
down, taking in the scenery,
the lifestyle, the beauty.
Don't just make a stop,
make an experience, make a
memory.
The
Peach
C y

Carrie Schnepf
Owner
The Cozy Peach

S
ince the beginning of time, humans have traveled for
different reasons. Be it to explore and discover new
lands or, as people popularly pursue these days, to
‘recharge their batteries’. The latter part of it covers
tourism.
The origin of the modern tourism that we see today can be
traced back to almost the 17th century when a bunch of
young nobles from western and northern European
countries decided to take a trip around Europe. This was
called the Grand Tour. It was only the start of a
phenomenon that has now grown to be a multi-million-
dollar industry.
One of the biggest contributing factors to this ever-growing
and flourishing industry happens to be luxury tourism. In
recent years, luxury tourism has especially become a
prominent choice that people make to maintain a
heightened social image. Although the services offered in
luxury tourism are all premium and exclusive, they have a
major drawback to them, which is their adverse effect on
the environment. These high-end services come at a price,
and nature has to bear the brunt of it.
In contrast, there exists a more sustainable form of tourism
in the industry, which is called 'Agritourism.' Agritourism is
not just sustainable for the environment but also brings one
back in touch with mother nature. Several recreational,
entertaining, and educational activities are carried out on a
farm or ranch in agritourism, which is a refreshing new
experience in the life of today's humans living a life far
away from nature. In addition to this, it is also good for the
local community's economy.
Several agritourism sites have emerged in the last few years
to offer people an exclusive farm life experience, and one of
the popular locations in the States today is The Cozy Peach
at Schnepf Farms. The Cozy Peach offers the best in the
business services to its guests to make their stay extremely
hospitable and relaxing.
In the following interview, Carrie Schnepf, the Owner of
The Cozy Peach (Schnepf Farms) along with Kylee
Biggs, The Cozy Peach Concierge, talk about the
comprehensive and unique experience that their agritourism
offers and share some valuable insights from the industry.
Please brief our audience about Schnepf Farms, its
USPs, and how it is currently positioned as a leading
name in the US hotels and hospitality industry.
Schnepf Farms is a fourth-generation family farm that has
transformed from a large commercial farming operation to
an agritourism destination. Visitors to the farm can enjoy a
UPICK organic garden; we are the largest peach grower in
the State. We have a country store and bakery, a petting zoo,
train rides, and more.
Schnepf Farms also hosts large music concerts, seasonal
festivals, and events, and we host over 200 weddings a year
with our three wedding venues. One of our more unique
experiences on the farm is a glamping stay at the Cozy
Peach, a private campsite with 10 Vintage airstream trailers
complete with flat-screen TVs, your own front grass yard,
patio Keurig Coffee machines, and bedding and robes.
One of the best things
we have going for us is not
only our location. Being
located on a private family
farm, but also the individual
trailers with private fenced
front yards and patios.
World’s Most Spectacular Hotels to Experience

Tell us more about your offerings, through which you
have ascertained your stronghold within the hospitality
space.
One of the unique features about the farm and staying at the
Cozy Peach is the space. Once your reservation is made,
your Cozy Peach experience begins. You get your very own
unique trailer with its very own private fenced front yard
and intimate patio with a bonfire. This is an all-inclusive
experience where you get to enjoy gourmet burgers for
grilling on the first night; all delivered to your trailer. Enjoy
sitting around the bonfire to make smores. You will wake up
to a gorgeous sunrise and a hot country breakfast delivered
to your trailer.
Our concierge makes sure you have your garden list for
picking fresh veggies the following day. You get to ride the
vintage bicycles out to a unique picnic area or the UPICK
During the pandemic,
the Cozy Peach became
one of the top places to
stay, according to USA
Today. Because the living
space is private, each
trailer became a perfect
escape for all guests.
garden. Visitors can also enjoy feeding animals or just
relaxing in their trailers and reading a good book.
The evening ends with your very own private farm-to-table
dinner, or you can join other guests at a group farm to table
dinner. You grill the meat, but the baked potato, grilled
vegetables, warm baguette bread, and salads are all
delivered to your trailer. Prior to checking out, guests at the
Cozy Peach will visit the Farm Bakery for fresh coffee and
pastries and a ride around the farm on Schnepf Farms'
narrow-gauge train.
Carrie, please brief us about your journey in the
hospitality industry and how you've contributed
towards the success of Schnepf Farms though your role.
I come from the city and the world of television news,
where I was an anchor at KPHO TV-5 in Phoenix. I moved
to Queen Creek when I married the mayor of the town, who
was also a farmer, Mark Schnepf. The town had only 4500
residents, and we ran a vegetable stand and were potato
farmers, and we grew peaches.
Over the next several years, as traditional farming became
more difficult, Mark and I started transitioning the farm into
an agritourism destination. We added a bakery, and the
country store started doing festivals, large music concerts,
added amusement rides, and school tours.
We added three wedding venues and Queen Creek's first
hotel called "The Cozy Peach," a ten-trailer Comfortable
Glamping Stay. During the pandemic, the Cozy Peach
became one of the top places to stay, according to USA
Today. Because the living space is private, each trailer
became a perfect escape for all guests.
Carrie Schnepf
Owner
Kylee Biggs
The Cozy
Peach Concierge

Ÿ Selected by USA Today as one of the top
places to stay during Covid (2022).
Ÿ Featured in "Comfortably Wild," a book
on the top 40 glamping sites in North
America.
Ÿ Arizona Highways Feb 2021 feature, New
York Times October 2021, listed on one of
the top 10 things to do in the Fall in the
Southwest.
Ÿ Arizona Highways Feb 2022, USA Today
March 2022, as part of Mesa Fresh Foodie
Trail to visit the farm during Peach
Season.
Awards and Recognitions
Considering the COVID-19 pandemic, what challenges
did you face, and how are you currently driving your
company to sustain operations while ensuring the safety
of your employees?
One of the best things for us is not only our location. Being
located on a private family farm, but also the individual
trailers with private fenced front yards and patios. Guests
felt like they have 300 acres to roam and be safe through
this scary pandemic.
What would be your advice to budding entrepreneurs
who aspire to venture into the hospitality space?
If you dream it, then build it, and remember, hospitality is
about sharing, respecting, and being kind. Share your vision
with others by letting them enjoy your dream, and while
they are there, give them an 'experience.' The experience is
the easy part because it is easy to share things you love to
do.
How do you envision scaling Schnepf Farms' operations
and offerings in 2022 and further?
We will always remain a farm, that is our foundation. We
will always provide a place where our guests can
experience picking fresh organic vegetables, experience a
garden lunch, or pick tree-ripened peaches in our orchards.
We are the largest peach grower in the State of Arizona. We
continue to attract wedding parties, family reunions, and
corporate retreats. Our future goals will be an expansion of
the Cozy Peach with additional airstreams. Building an
additional glamping site in our existing forest full of pine
trees with tiny cabins and treehouses, all the while keeping
our family farm feel and unique farm experiences.
What is your opinion on the future of the hotels and
hospitality industry post the pandemic?
I think the future is bright but also concerning. With what is
going on in the world at this time, you don't know-how is
going to affect your overall operation. Hospitality on the
farm is about experiences. Even during the pandemic, we
were allowed to remain open because we were an essential
business, providing food for people. Now that things are
opening back up, large events are happening, the hospitality
business is excited to see rooms fill up and people back
traveling and visiting.

One of the best things
for us is not only our
location. Being located on
a private family farm, but
also the individual trailers
with private fenced front
yards and patios.
The Convention & Visitors Bureau is traveling again to
conferences, and in Arizona, the return to normal has
moved much faster than in the rest of the country. Still, in
the hospitality business, I feel that we can't take everything
for granted. High inﬂation and more choices mean you have
to make sure the experiences that people have when visiting
are extra special.
And you can tell the Cozy Peach is extra special just
because of the appearance when you arrive, the check-in
process, the little tour of each unique trailer, the
comfortable beds, and the story of our 4th generation family
farm. It's not your typical stay, and that's just the way we
like it.

In your long travels satiating your wanderlust, finding
the right hotel to let off some steam is an absolute
necessity. A hotel that strives to provide you a
memorable experience, promotes leisure, and makes you
want to visit again fits the description perfectly.
When you opt to stay at such a hotel, you are able to escape
the monotony of regular life. You just want to change the
environment and hence, are searching for a refreshing
atmosphere. Sometimes inclining towards the likes of an
environment encompassing lush greenery, woodlands, and a
river-side luxury hotel would be the healing experience for
anyone.
With the aim to provide such a mesmerizing experience,
Ashford Castle is all available at your service. As the first
and only Forbes Five Star Hotel in Ireland, and former
residence of the Guinness family, Ashford Castle is indeed a
holiday destination that provides a comprehensive
experience.
In the following interview, Niall Rochford, the General
Manager of Ashford Castle sheds light on his hotel, its
unique services, and the future of hotel industry post
pandemic.
Below are the highlights of the interview:
Please brief our audience about Ashford Castle, its
USPs, and how it is currently positioned as a leading
name in the hotels and hospitality industry?
Ashford Castle is set on 350 acres in County Mayo, on the
shores of Lough Corrib and the River Cong, with a
spectacular backdrop of woodlands, lake, river, and
mountains. This 800-year-old castle features 83
guestrooms, suites, and a Lakeside Cottage. Several dining
rooms and bars, along with a gracious afternoon tea service
are among the amenities. Formerly owned by the famous
Guinness family, it is regularly named among the best
hotels in Ireland and Europe.
Tell us more about Ashford Castle’s offerings, through
which you have ascertained your stronghold within the
hospitality space.
16 | July 2022

Niall Rochford
General Manager
Ashford Castle
17 | July 2022

equestrian centre, fly fishing, an exclusive nine-hole golf
course and Ireland's first school of falconry.
Being an experienced leader, share your opinion on why
adopting modern technologies is necessary for the
hospitality industry and how you have leveraged these
technologies to deliver your offerings?
As a 13th century Castle which opened as an hotel in 1939,
ever changing technology over that time have been
incorporated. More so when the Tollman family of Red
Carnation Hotels purchased the hotel in 2013 and invested
$100 million to restore the property and new technology
was sensitively integrated to enhance the guest experience.
Smart TV’s, in room lighting and air-conditioning
technology, world quality Wi-Fi were some of the new
technologies installed.
did you face, and how are you currently sustaining
operations while ensuring the safety of your employees?
Ashford Castle follows all the health protocols of the Irish
government, including limited occupancy, deep cleaning of
rooms between guest arrivals, mask wearing among staff,
and social distancing. When necessary, the hotel can
arrange PCR testing.
Some of the best advice has come from the people I work
with. One piece of advice that always stuck with me was
given by Mr Tollman, the late owner of Ashford Castle and
The Lodge at Ashford: “Forget about what others are doing,
focus on what you can do best for your customers.” Simple,
but very effective and something I remind my staff of on a
regular basis.
How do you envision scaling Ashford Castle’s operations
and offerings in 2022 and further?
As Ireland’s only Forbes 5-star hotel, we continue to
operate the hotel to the highest 5-star standards possible in
2021 and beyond. We have just completed our budgets for
2022 and our projections would suggest we are poised to
have one of the most successful years in the Castle’s
history. But we are also aware – nothing is guaranteed with
the ever-changing landscape of the world today!
18 | July 2022

Borana
Lodge Promoting Conservation
through Thoughtful Lodging
The global climate crisis is no more a secret and
millennials are not ignorant about the urgency to
start acting on saving the environment. In this
perspective, people are making choices that promote
environmental conservation. From making discreet brand
choices to practising a minimal lifestyle, people are willing
to lead a life that is conscious of the environment.
This made businesses take account of the changed
preferences of people and encouraged them to practise
sustainability in their business processes as well. One
enterprise that was formed on the foundation of
sustainability is Borana Lodge.
Situated at the heart of Borana Conservancy, with a
mesmerizing view of Mount Kenya, the lodge is built
entirely with local materials by local craftsmen. The lodge
oﬀers a wide range of recreational activities to its clients
furthering environmental sustainability.
Mindful Sojourn
Borana Lodge is located at the heart of Borana
Conservancy, to the North of Mt. Kenya. In 2013 a
founding population of rhinos was introduced to the
conservancy, and a year later, the fences were dropped
between Borana and the neighbouring Lewa Wildlife
Conservancy to the East. This formed the Borana-Lewa
Landscape and is now home to a population of over 300
Black and White Rhino, 14% of Kenya’s total rhino
population.
All proﬁts generated by guests’ stays at Borana Lodge are
invested into the sustainable conservation of land, wildlife
Lawrence Ngugi
Head Guide
Borana Lodge
20 | July 2022

and building local livelihoods. By staying at Borana Lodge,
guests are given the opportunity to get involved in
conservation. They also have a tangible positive impact on
conservation, allowing Borana Lodge to continue its truly
sustainable journey, committing all profits to secure
conservation integrity.
A Distinguished Leader
Lawrence Ngugi is the Head Guide at Borana Lodge.
Having worked in another safari lodge, Lawrence joined the
Borana team in 2013. Lawrence has been a safari guide for
well over a decade and previously worked as head curator
at the Mt. Kenya Animal Orphanage for six years.
Lawrence is a keen birder and has helped the famous
Ornithologist Brian Finch to develop the Bird Map of East
Africa.
Lawrence is extremely dedicated to providing the best guest
experience at Borana Conservancy and has strong
leadership skills. He speaks six Kenyan dialects, is fluent in
English and Swahili, as well as a little Spanish and French.
In 2020, Borana Lodge was awarded The Long Run’s
prestigious Global Ecosphere Retreat ® Status. This is
considered ‘one of the world’s best standards for privately
protected areas’ (Dr Jeff A. Landholz). It is recognized by
the Global Sustainable Tourism Council (GSTC) and is one
of the most rigorous sustainability audits in the hospitality
industry. It considers every aspect of the 4Cs, Community,
Culture, Conservation, and Commerce. GER ® Status is not
only about business mitigating their negative environmental
impact, but about positively impacting the well-being of the
planet and its people.
Lawrence was instrumental in Borana Lodge receiving this
accreditation and ensured that the entire Borana Lodge team
was committed to driving a lasting sustainable journey
across Borana Lodge and Conservancy.
Recreational Leisure
Borana Lodge is a small intimate lodge that offers much
more than the traditional safari experience. With a focus on
regenerative travel and conservation, the lodge encourages
its guests to participate in conservation and experience
‘behind the scenes’ of a successful conservation area.
Guests can take part in its conservation activities like:
Rhino tracking
Help with conservation on Borana by joining the team of
scouts who track Rhinos in the morning. The team sets out
every morning to see and account for each rhino on the
Conservancy. The guests are taught how to track rhino on
Borana Lodge is a small
intimate lodge that offers
much more than the traditional
safari experience.
21 | July 2022

foot, how to identify each individual, and give an authentic
insight into life as a ranger on Borana Conservancy.
Deployments
Each evening, the armed unit of the anti-poaching team is
deployed to various vantage points on Borana in order to
survey and monitor the Conservancy. Accompany members
of the team out on these deployments, tour the Ranger HQ
and learn more about the behind-the-scenes work that goes
into conservation, and meet the team that keeps the
Conservancy’s rhinos safe.
These authentic interactions with rangers and insight into
how rhinos are kept safe are not oﬀered anywhere else in
Kenya.
Overcoming Hurdles
While talking about how the company overcame the
challenges posed by the pandemic while also ensuring the
safety and security of its employees, Lawrence Ngugi, the
Head Guide at Borana Lodge had this to say, “The main
challenge faced during the COVID-19 pandemic was how
we could support and care for our team. With the world in
lockdown and zero tourists visiting Borana Lodge, we
ensured that all members of the team remained employed.”
22 | July 2022

“Borana Conservancy (usually supported by the income
generated by Borana Lodge) continued to administer
healthcare in local communities via the Borana
Conservancy Mobile Clinic. Teachers and schools were
supported throughout the pandemic by the Borana
Education Support Programme. Clean drinking water was
regularly delivered to different locations within our local
community and local pastoralists were supported through
the livestock to market programme and zero poaching
incidents were reported across Borana Conservancy.”
“The Borana Mobile Clinic also helped to administer
COVID-19 inoculations to all members of the Borana
Lodge team. Throughout the pandemic, we have upheld
rigorous MOH guidelines and ensured that all staff
members at Borana Lodge were educated about the virus,
and any concerns were heard and dealt with.” concluded
Lawrence.
Future Forward
We asked Lawrence about his vision to scale the firm’s
operations, to which he replied, “Borana Lodge is a small,
intimate lodge that has eight rooms across six cottages. The
operations will not be scaled as we focus on low-density
tourism, which has a high impact on local conservation
initiatives.”
Talking further about what he would like to advise to the
budding entrepreneurs who aspire to venture into the
hospitality space, Lawrence expressed, “Consider the
impact your venture will have on people and the planet.
Have a positive impact throughout all aspects of the
business.”
23 | July 2022

26 | July 2022

28 | July 2022

TOP
Leaders
in the
Luxury
HOTEL
Segment
30 | July 2022

Conrad Hilton
While some of today’s generation may recall his beautiful
granddaughter, hoteliers remember Conrad Hilton as a
legend. In middle age, Hilton honed his business skills
while working in his father’s primary shop in New Mexico.
In 1919, he bought his first hotel, the Mobley Hotel in
Texas, which had 40 rooms.
The property was purchased accidentally since Hilton
meant to invest his money in a bank, but that plan fell
through. Fortunately, it paid off as the hotel industry grew,
and he extended his portfolio throughout the state.
His first high-rise hotel, the Dallas Hilton, debuted in 1925,
and he later expanded into New Mexico.
However, trouble was on the horizon, and when the Great
Depression struck, Hilton was forced to sell several of his
hotels to escape bankruptcy. Despite this, he was kept as
manager of the hotels, which he later purchased when the
economy revived.
He founded Hilton Hotels Corporation in 1946, followed by
Hilton International Company in 1948. Hilton, an
extraordinary achievement, became the first multinational
hotel chain, fueling Americans’ appetite for global travel
and commerce.
He died in January 1979, but his legacy lives on as many
multinational hotel enterprises compete for changes in
every part of the globe.
Jay Pritzker
Jay Pritzker created Hyatt in 1957 when he acquired the
Hyatt House hotel near Los Angeles International Airport.
Over the next decade, Jay Pritzker, his brother, Donald
Pritzker, and other Pritzker family business holdings
expanded the company into a North American management
and hotel-owning enterprise that went public in 1962.
Hyatt International was founded in 1968 and later became a
specific public business. By Pritzker family business
interests, Hyatt Corporation and Hyatt International
Corporation were taken private in 1979 and 1982. On
December 31, 2004, the Pritzker family’s hospitality
holdings, comprising Hyatt Corporation and Hyatt
International Corporation, were combined into a single
corporation, currently known as Hyatt Hotels Corporation.
In our busy lifestyle, we perform to create an easier way
Iof living. In every segment of life, we develop ease to
lead our precious time to an exception where
experiencing amenities is foreseen lavish and extraordinary.
To experience this piece, we ought to grasp the surface of
luxurious lifestyle and their capacity to surpass the level of
credentialism.
The extraordinary experiences that are exclusive in
facilitating consumer experience are exceptional services,
designs, facilities, spa, gym, private pool, 24/7 room
service, etc.
In this industry, the profound requirement to master real
estate and emerge with several segmented categories of the
luxury hotel is excruciating but mandatory.
The players’ renown for enhancing our luxurious
experience to a soothing one has been outgrowing their
barriers. While competing with rivals and scaling up
businesses, the obstruction to leading the luxury hotel
segment has been dilated.
To lead this art piece, artists have taken a front seat while
retaining the source needed for the advancement of the
segment.
The leaders that have supervised their responsibility of
holding their position at the top are as follows:
Bill Marriott Jr.
J. Willard, the hotel group’s founder and mentor passed the
torch to his son ‘Bill,’ who transformed the firm into the
hospitality behemoth it is today.
His leadership spans more than 50 years, and he has
transformed Marriott from a small family restaurant to a
global lodging corporation with over 3,100 hotels in 67
countries and territories.
Bill’s decision to pursue a franchise model, known across
the industry for his hard work ethic and attention to detail,
enabled the firm to compete worldwide. His business ideas
and ability to lead a company are constantly recognized as a
top place to work, solidifying his spot on the list.
And, for those who genuinely want to get to know the
legend, read Marriott’s book The Spirit To Serve, written by
Kathi Ann Brown and an introduction by James C. Collins.
It provides a personal picture of the Marriott company’s
ascent and describes business success principles.
Leading the Edge
31 | July 2022

Kemmons Wilson
Kemmons Wilson was the guy responsible for founding the
hotel chain prominently mentioned in Rapper’s Delight by
the Sugarhill Gang.
After a terrible vacation to Washington DC regarding
roadside accommodation, Wilson decided to take action.
In 1952, he established his first hotel in Memphis.
According to legend, Kemmons’ architect, Eddie Bluestein,
suggested that he should call it after a Bing Cosby movie of
the same name.However, the concept persisted, and
additional locations immediately adopted the Holiday Inn
brand.
Wilson franchised the network as Holiday Inn of America
in 1957. It developed rapidly, according to Wilson’s
directive that the hotels be standardized, clean, predictable,
family-friendly, and easily accessible to road travelers.
By 1958, there were 50 sites around the country, and by
1959, there were 100.
The chain went global in 1960. By 1964, there were 500
hotels, and the 1000th Holiday Inn opened in 1968 in San
Antonio, Texas. By this point, the chain had dominated the
industry with its unique Holidex reservation system.
Wilson was on the cover of Time magazine in June 1972.
Because of Kemmons’ need for superior lodging while on
the road, clever improvements such as indoor pools have
transformed the image of a run-down hotel into one of a
roadside resort.
Paul Dubrule & Gerard Pellison
In the late 1960s, the influence of men such as Kemmons
Wilson crossed paths with two Frenchman, who had been
working in America, and formed the SIEH Hotel Group.
Paul Dubrule and Gerard Pelisson witnessed the succession
of hotel business in significant highways and suburban
areas. They were determined to regulate the concept in
France.
In 1974, they opened their first American Novotel hotel on
the outskirts of Lille in northern France and launched the
Ibis brand with the Ibis Bordeaux. The company took on
Courtepaille and Mercure brands in 1975 and Sofitel in
1980. In 1982, SIEH bought Jacques Borel International.
In 1984, the group changed its name to Accor group, and
France’s Le Nouvel Economiste Magazine elected Durbule
and Pelisson ‘Manager of the Year.
Summing up
The leaders that have maintained the luxurious stability in
the segment have conceived a closure to provide the most
lavish amenities in the world. After pleading and
collaborating with groups, the outcome has been relieving
and comforting. The Hotel industry functions in various
luxury hotel categories, and delivery is still prominent.
- Drishti Gaikwad
32 | July 2022

Delivering an All-inclusive Leisure Experience
Abudget is probably the first thing that anyone
thinks of when planning a vacation anywhere.
Other aspects like venue, transportation, and
duration follow after figuring out how much one can
actually spend on the vacation.
If a person wants to spend some quality leisure time at a
decent hotel, they have to think about the added expenses
that come about with availing exclusive in-house services
like spa, breakfast, bar lounge, etc. Keeping this in mind,
one has to overestimate the budget that they derive, which
might go beyond their spending capacity in order to make a
successful relaxed holiday. But with the all-inclusive
service of Jaya House River Park, this concern is put to
rest.
Situated alongside the serene Siem Reap River, and
surrounded by lush greenery, Jaya House River Park is a
hidden gem for all hodophiles.
In the following interview, Christian de Boer, the
Managing Director elaborates more on the luxurious, yet
sustainable services offered by the hotel, giving their clients
the comfortable experience that they truly deserve.
Please brief our
audience about Jaya House
River Park, its USPs, and how it is
currently positioned as a leading name in the
hotels and hospitality industry?
Jaya House River Park has always been
st
#singleuseplasticfree from the very 1 day of our operation
in December 2016. We were also the co-initiative taker
behind www.refilltheworld.com with the sole aim of
reducing the mountain of #singleuseplastic in the tourism
industry.
As a small, independent boutique hotel, we have
consistently tried to make our guests part of our sales force.
Thanks to the more critical social media platforms
(Facebook, Instagram, etc.), word of mouth has become
even more aggressive than it used to be.
As a direct result of this, Jaya House River Park was voted
as #Cambodia’s #1 Hotel and the #19 Best hotel in the
34 | July 2022

35 | July 2022

world by TripAdvisor in the 2021 listing
www.tripadvisor.com/WorldsBestHotels2021.
We have been actively thinking about the total guest
journey. From check-in (why does a guest have to give a
credit card?) to breakfast (everyone needs a breakfast, so
why isn’t it always included and of decent quality). Again,
all this with the sole aim of making our guests our sales
force and thus creating impactful word-of-mouth.
space.
We have aimed to make our hotel experience seamless. So,
no issues at checkout about a mini bar consumption since
it’s all free, breakfast is fully included, unlimited laundry is
fully included, and a 1-hour spa treatment daily is included.
All these individual (perhaps small) items make a guest
experience seamless and thus help us to WOW our guests
and, in turn, enlarge our now global sales team with our
former guests.
As a small independent hotel, we cannot afford (or don’t
want to afford) the traditional industry tradeshows, since
they tend not to deliver a good value for money. Our
approach of simply focusing on our guests has definitely
paid off.
,,
As a small,
independent boutique
hotel, we have
consistently tried to
make our guests part
of our sales force.
Chris an de Boer
Managing Director
36 | July 2022

The nickle and diming of some of the bigger hotel groups is
simply turning a hotel into a factory (think 'resort fee',
hotels charging for pool use, minibar charges, or sometimes
still a charge for WIFI). But I guess those aforementioned
hotel groups have to do this to be able to afford their
massive sales teams attending all those tradeshows talking
to the same people year after year and time after time.
We have always been at the forefront of technology. In my
previous role, we were the first hotel to have a booking
engine directly on Facebook, eliminating 'clicks' and thus
increasing the conversion rates. We are rather active on
numerous social media channels, including Facebook,
Instagram, and now even TikTok.
Thanks to a longstanding partnership with the people at
FrontDeskAnywhere, we have been given the opportunity
to eliminate a lot of the (perhaps) frustrating and outdated
actions often required for a hotel check-in/checkout. As a
direct result of this partnership, we don't actually have a
traditional 'front desk' and have been able to create a more
homely feel to the whole experience.
During the pandemic, which saw a 100% drop in tourism,
we have partnered up with two like-minded properties in
Siem Reap, namely Mulberry Boutique Hotel and Treeline
Urban Resort, and created www.hotelsjoininghands.com.
This initiative saw us being able to donate 54.000
#plasticfree & #styrofoam free meals in the Siem Reap
region.
We have also been able to keep ten of our less-strong staff
who needed financial support throughout the crisis for a
variety of reasons and donated tonnes and tonnes of rice to
all of our 107 staff members plus initiated a personal loan
structure with those individuals that needed it with 0%
interest.

It's all rather simple: stick to what you believe, don't follow
media hype, do your own research, treat your guests the
way you would want to be treated, and treat your staff with
respect. Staff always comes first. We do not have to do it all
in the same way as it's "always been done," times change
and the hotel industry should also change and become more
guest orientated (Yes, I know all hotels say that but not
many actually do it).
How do you envision scaling your hotel's operations and
offerings in 2021 and further?
For a destination where this is possible, I also believe that
in the after #Covid Era, the tourists will be more
demanding, more aware, and more precise on what they
want. With this in mind, we have indeed created our second
open-air lobby area giving guests the option to always be
able to enjoy the healthy tropical air. With this, I mean
potential guests would want to avoid long aircon corridors,
mass hotels, mass tourism, breakfast buffets, and simply
demand more (many more) plant-based food options.
The traditional menu is outdated
Thanks to an inspiring partnership with Vegan Food Quest
and countless conversations with a gentleman called Paul
Eyers, we are now turning our menu around to give many
more options to all of our guests. This movement is gaining
more and more ground, and the developments and
knowledge are moving ahead at lightning speed.
#Plasticfree Hotels
I hope that the future traveller will do more research and
choose a hotel offering based on its past actions & results.
The times of empty marketing words ("Save a towel/plant a
tree" springs to mind) are now behind us, and the future
guests want to see real action and not merely empty pledges
or beautiful marketing words.
I am also pretty sure that the future traveller will demand a
#Singleuseplastic free hotel. If you think of the numbers,
it's actually staggering. Cambodia's Tourism industry alone
used 4.6 MILLION single-use plastic water bottles each
and every month. Yes, it's only one bottle guests think but
add them all up.
This isn't inclusive of, for instance, shampoo bottles or the
likes. Whilst a certain hotel group made a 'pledge' of by
2050 (!), this is simply too late and can be done much,
much sooner. I am thinking within three months if they
would have been sincere. For this reason, Jaya House River
Park has offered its knowledge and experiences to the
United Nations Climate Change panel and has become an
adviser to those hotels and related tourism companies
willing to make the switch and are sincere in their beliefs.
https://www.jayahouseriverparksiemreap.com/united-
nations-global-tourism-initiative
www.jayaorganics.com
In our strive to heighten our guest experiences and increase
the amount of Khmer employed because of Jaya House, we
have started our very own handmade in-room amenities line
under the name www.jayaorganics.com
This has actually been a surprisingly great success
throughout the pandemic shipments going out to all corners
of the world.
Jaya Organics products are carefully formulated and
lovingly handmade in small batches in Siem Reap,
Cambodia. This ensures the freshness and stability of
antioxidants and the natural goodness in the extracts, butter,
and natural oils. The key qualities of our products are the
plant formulations that focus on the powerhouse ingredients
of Cambodian native botanicals and the unique natural
fragrances found in Cambodian essential oils. These exotic
natural ingredients promote beautifully soft, smooth, and
luminous skin.
Starting from the interest and demand of hotel guests at
Jaya House River Park, Dennis Reinhard, the creator of
Jaya Organics, has developed the range of products with an
experienced formulator who has been in the beauty industry
for more than 20 years. Together, they formulated Jaya
Organics products with the help of 10 Cambodian
employees, creating local jobs, education, and introducing
more high-quality products into the community.
Jaya Organics produces sulfate-free, paraben-free, and
cruelty-free products, avoiding harsh chemical ingredients
that may harm your skin and disrupt the natural skin
renewing process. The products also use as little plastic as
possible, resulting in 99% glass packaging and no box
packaging at all. The brand encourages its customers to use
the reusable pouch given when they purchase the products.
Even our shipping boxes are recycled from hotel materials.
38 | July 2022

Keemala
Escape the Mediocrity. Experience
Your Own Paradise
Imagine a place where you are being healed by the
nature, experiencing a pleasant environment, and are
far away from your everyday work; an atmosphere
where your senses are all working together in harmony, a
luxurious and serene experience that you dreamt of!
Keemala delivers you that experience with an all-pool villa
wonderland set in the rainforest of Kamala, Phuket. An
architectural marvel blended with the natural surrounding
and a flavour of Thai culture. Located in the scenic beauty
comprised of hills within the lush woodlands, Keemala
offers you a luxurious ride in the evergreen paradise.
Keemala is a uniquely designed resort with an eco-
conscious ethos. Its 38 villas are romantic cocoons that
evoke a dramatic sense of escape. All four villa types are
different but equally extraordinary, from tree houses that
seemingly dangle from the greenery to nomadic tent
structures with quirky traveling chests awaiting the next
adventure.
A Rejuvenating Experience
At Keemala, the hospitality service comes from genuine
commitment to luxury alongside local, sustainable lifestyle.
Guests are enticed to step beyond the villas to immerse in a
world of nature and the basics of living.
Begin the day with mindful meditation in a cave under the
waterfall, or stroll in the garden with rescued water
buffaloes and goats. Learn to cook signature Thai dishes
with organic ingredients harvested straight from the earth
and onto the table and appreciate the resort’s ‘towards zero
waste’ food cycle program which ensures a truly environ-
ment-friendly and sustainable way of life.
Although guests visiting Keemala generally prefer to
‘detox’ from their digital lifestyle to immerse in nature,
modern technology has become an integral part of everyday
comforts and conveniences. From quality entertainment
hubs within the villas to powerful wi-fi connections, and
now to meet with ‘new normal’ remote working trend, it is
vital that luxury resorts such as Keemala must offer these
modern services to its visitors.
Zealous Brain Behind the Story
Raised in a traditional Phuket family, Ms. Samornpun
Somnam, aka Tarn, the Executive Director of Marketing
at Keemala, cherishes family values and believes that
‘gratitude leads to success in life’, especially gratitude for
the foundation that her family has built for her generation.
In joining her family business and creating the Keemala
concept, Tarn envisioned a resort where guests can ‘rebel
against their hectic lifestyle and slow down to enjoy nature
and local culture’. By showcasing Phuket’s tropical
woodland splendor alongside preserving Thailand’s
longstanding traditions and cultures through the Keemala
way of life, she hopes to contribute to making Phuket a
sustainable destination.
Braving the Pandemic
The COVID-19 pandemic put a complete stop to Phuket
tourism for almost two years. Even though the hospitality
industry could rely on its domestic market after interna-
tional travel ground to a halt, soon after the effects of
COVID-19 eventually impacted domestic travel which led
hotels through ups and downs until now.
40 | July 2022

Executive Director of Marketing
Keemala is
a uniquely
designed,
all pool villa
resort with an
eco-conscious
ethos.
41 July | 2022

A great lesson learned by many businesses has been the
value and importance of our domestic market. Many have
had to re-establish their brand positioning to better capture
local interests, redesigning experiences to better ﬁt
preferences of this new sector, and even learn how to adapt
to Thai culture and Thai customer service.
The Success Mantra
Tarn advises the young entrepreneurs aspiring to venture
into the hospitality space saying, “Stay true to your
passions, personal values, and lifestyle so that you may
create meaningful and genuine experiences for travelers.
And as a priority, really think what sustainability means
and how you can ensure commitment to this.”
Towards New Horizons
Talking about her future endeavors, Tarn says, “We will
continue to be committed to sustainability and curating
unique, environment-friendly guest experiences through our
gastronomy, spa oﬀerings, and more. We believe that we
have found a well-balanced position where we can cater to
both local and international travelers, which will enable us
to be resilient and adaptable to whatever may await in what
still remains an unpredictable future.”
World Luxury Hotel Awards 2020 – Global Winner:
Luxury Boutique Resort
World Luxury Spa Awards 2020 – Regional Winner:
Luxury Eco Spa
SLH Awards 2020 – Resort Hotel of the Year
International Hotel Awards 2019-2020 – Winner: 5*
Small Luxury Hotel for Thailand
AHEAD Global 2019 - 2nd Runner Up: ‘Landscaping
& Outdoor Spaces’
The Awards for Hospitality Experience and Design
(AHEAD) is hosted by the prestigious Sleeper, the
leading international magazine for hotel design,
development, and architecture. On selecting Keemala,
AHEAD judges commented that “the landscaping of
Keemala has created truly
memorable experiences for everyone who stays there.
The natural way it integrates into its
environment, with guestrooms nestled into the jungle
surroundings, was considered respectful
and restrained.”
Shining Feathers in the Cap

The
Technological
Advancements inLuxury
I Personalizing It
Personal space is very important to de-stress and brainstorm
those business ideas. But doesn’t it feel nice when your stay
experience is customized? Keeping this in mind and at the
same time respecting your personal space, technology has
enabled hotels to create a personalized customer
experience. This keeps customers at the center and ensures
even the smallest of their desires are fulfilled.
Let’s look at a few disruptive technologies that help luxury
hotels personalize their stay.
We all go through mood swings, and sometimes we need
the right ambiance that suits us then. It doesn’t feel real,
right? But well, technology has made it possible. Using the
dynamic potential of the Internet of Things (IoT) provide
you with the luxury of choosing a room environment based
on your moods. It gives you ample options like you can
adjust the room lighting, choose that relaxing scent, or play
that right song.
Most times, we aren’t aware of the right room options of
that hotel, or the intermediaries involved may charge higher
rates, or unfortunately, the booking could get canceled last
minute. To prevent all this from happening, hotels use
automated reservation systems for check-ins and check-
outs. Users can change their time of arrival and extend their
stay without taking the effort of going to the reception desk.
After turning that AC on and getting inside that quilt we
usually do not feel like traveling for food or opening that
app and ordering food. Kiosks and android tablet screens
are available to customers, with a variety of food options, in
nnovations in technology are enriching our living
Iexperiences. We continue to integrate novel
technologies into every aspect of human life to make it
“more comfortable.” While every sector, from primary to
tertiary, is enabling technology solutions to deliver the best
outcomes, one industry that is delivering world-class
services to customers while focusing on customer
satisfaction is the Hospitality industry.
The industry, with a compound annual growth rate of 15
percent – which is expected to grow further in the coming
years –is now driven by technological advancements to
amplify customer experience. And hence luxury hotels are
at the forefront in spearheading this futuristic growth.
Luxury hotels are now gaining popularity as SMART
hotels. And as peaceful vacations are precious to everyone
after a long work weekend, every traveler – be it for
recreational purposes or business meetings –seeks comfort
and ease of access while they are juggling to check that
travel itinerary and get quality rest. Balancing this demand-
supply equilibrium in the hospitality industry, luxury hotels
over the globe are striving to produce a high-end user
experience through technology.
From automated rooms to robots carrying your luggage to
providing virtual hotel tours by sitting in your room, global
luxury hotel chains have got it all for you.
But how are they doing it exactly? The article will guide
you through the top technological advancements offered by
luxury hotels.
44 | July 2022

Rising with Tech
45 | July 2022

their living room or bedrooms that bring them food while
relaxing.
Secure and Safe
Privacy and security are two key parameters that customers
consider while choosing their preferred stay. Preference for
tech-enabled security features is desired. Luxury hotels
being mindful of this, have gone beyond CCTV
surveillance. They now have special hardware that provides
customers with encoding room key cards. Upgrading from
key cards to mobile cards now, wireless door lock
technology is the trend. The electronic doors can only be
opened when you enter the encrypted PIN/ password.
Additionally, a cloud-based smart lock system has helped
customize room access for customers.
The pandemic has increased the need to have safe and clean
rooms and lobbies. Company research indicates that 96
percent of global hotels are prioritizing safety and new
cleaning measures to gain customer trust. Hotels are using
robots that navigate using lidar technology, identifying
cliffs and memorizing all the routes. Benefits from using
UV lights to clean an area are practiced too.
Electrostatic sprayer technology is being adopted by
eminent luxury hotel chains to disinfect.
Not your Regular Bedroom
A sound sleep is desired by many during hotel stays, and
they want that experience to be top-notch. A comfortable
automated bed doubles that experience. Most beds of
luxury hotels are automated and help you adjust
accordingly. Automation eliminates the hassle of pulling a
driver. Everything is controlled by a remote. To enhance
your sleep experience, motion-controlled air conditioning
that regulates the room temperature based on your
movement during the night. The use of technical textiles is
also increasing to provide you with sound sleep.
Automated Bathrooms
We all want to live that movie dream of relaxing in a hot
jacuzzi while sipping our favorite drink. Technology
installed at luxury hotels helps you live this dream. Smart
tubs, shower toilets, thermostat-driven showers, and
bathrooms with a view are preferred customer choices.
If you are a bathroom singer or a bathroom thinker and
forget about it after that soothing hot shower, you would
love these technological services leading hotel chain J W
Marriot has got for you. Their SPLASH OF BRILLIANCE
technology automatically keeps note of your unique ideas
when you write them on the steam-covered glass. Certain
chains have also brought to you features that turn
transparent bathroom glass opaque.
Robots at your Service
Social distancing has been the norm since the pandemic hit.
Turning this crisis into an opportunity, luxury hotels
commissioned robots to reduce human-to-human contact
and enhance the hotel experience. Robots, like other hotel
staff, are given names too, like Pepper of the Mandarin
Oriental chain, Connie, etc., that provide a variety of
consumer services. More than twenty percent of global
hotel chains view robots as an emerging tool that would
widen the hotel experience for customers.
Apart from robots, another luxury hotel chain, Hyatt, has
removed all the front desks to give customers the
experience of one-to-one contact.
Luxury hotels have become the primary choice of stay for
most of the global population. Technology had provided
th
futuristic hotels that were unimaginable in the 19 century –
when the concept of luxury hotels was first introduced.
Luxury is now turning smart with the integration of
technology. And smart is always preferred.
- Drishti Gaikwad
46 | July 2022

MANOIR
HOVEYA Spectacular Experience that
Lasts A Lifetime

Travelling is a great way to experience new cultures
and different ways of life. With so many options
and destinations, choosing the right hotel can be
difficult, especially if you’re not too familiar with the area.
It’s important to look for hotels that suit your needs,
whether it’s finding one with a mini bar or simply one that
offers breakfast each morning.
This edition, World’s Most Spectacular Hotels to Experi-
ence, takes you through a myriad of hotels that have a
proven record of being travelers’ favorite places to stay.
One prominent name among these hotels is Manoir Hovey,
a five-star Relais & Chateaux property on the outskirts of
the village of North Hatley in the Eastern Townships,
Quebec.
In the following interview, Jason Stafford, the Managing
Director and part of the ownership family, shares his
unique insights into the culture, the passion, the empathy,
and care that generations of his family have put into the
success of this hotel.
Please brief our audience about Manoir Hovey, its USPs,
and how it is currently positioned as a leading name is
the hotels and hospitality industry.
This five-star Relais & Châteaux property is nestled in 35
acres of beautifully landscaped gardens and birch forest
along the shores of Lake Massawippi near North Hatley,
Québec. A 75-minute drive from Montréal, along the Route
des Vins, Manoir Hovey combines old-world charm and
service with contemporary luxury.
This destination appeals to visitors who yearn for simpler
times, for relaxation among nature at a charming country
house on a lake with fresh air and fabulous food. Enjoy any
of the 36 elegantly appointed rooms and suites, plus
panoramic vistas of the lake and gardens.
Manoir Hovey was awarded the #1 Resort Hotel in Canada
by Travel + Leisure’s World’s Best Awards 2021. Its
signature Le Hatley restaurant by Chef Alexandre Vachon is
a true ode to the Quebec terroir and reflects the chef’s
passion for fresh food of the finest quality.
space.
The numerous offers include an array of wonderful outdoor
activities such as canoeing, kayaking, paddle boarding,
,,
For those that
elaborate a vision
early on in their
path then work
constantly
towards realizing
the dream, the sky
is ultimately the
limit.
49 | July 2022

tennis, outdoor heated pool, cycling and daily clinics (yoga,
cardio stretching, mixology, etc.) All these wonderful
activities are offered on a complimentary basis for our
guests, and we do not charge a resort fee, unlike many
similar resort destinations.
The biggest offering at Manoir Hovey is quality customer
service. In the peak season Manoir Hovey employ’s
upwards of 100 employees, therefore the employee to guest
ratio in our 36 rooms and suites is unparalleled. Ultimately
this is what we largely attribute our success in the industry
too, the people.
The adoption of modern technologies is very important in
our industry. There are certain contemporary luxuries that
guests expect as a standard in luxury hotels today, and we
have been very mindful of that in the constant renovations
brought to our accommodations.
The challenge in a historic property is always to strike the
right balance between offering many of the modern
technologies that today’s traveler expects to find in a luxury
property today while also blending it seamlessly in a way
that does not offset the historic identity and character.
The strategic implementations of simple things like light
switches, USB ports and the installation of, in most rooms,
Japanese style automatic bidet toilet seats are all modern
technologies that are essential in today’s hospitality climate.
At Manoir Hovey it is important to implement new
technologies all while keeping in mind the essence and
heritage of our beloved brand. Also, the use of CRMs
(customer relationship management) allows us to enhance
our relationship to clients by communicating with ease and
allowing them to easily provide feedback to us about their
experience.
We have also brought a designated fiber optic cable to
Manoir Hovey this year, which for a lakeside country Inn,
is quite rare. Doing so has allowed us to undergo the
implementation of casting services for our guests view their
own content in the comfort of their room.
The COVID pandemic has been very challenging for
everyone in the industry. We have been luckier than most,
seeing as we are a small countryside boutique hotel, yet
close enough to the city for our guests not to feel too far
from home.
The main difficulties faced were related to staffing and
restaurant capacities. Our restaurants’ capacities were
reduced by 40-50% through government mandated Covid
protocols, so it was very challenging to find tables for all
our house guests in our Le Hatley restaurant, which is our
signature dining experience that people come to Hovey for.
Staffing was difficult throughout the industry; however, we
were fortunate to have planned and hired a lot of local and
international talent in the year leading up to the pandemic.
Jason Stafford
Managing Director and part of
the ownership family - Manoir Hovey
50 | July 2022

About the leader
Jason Stafford was literally born into the hospitality industry and today represents the third genera on of the Stafford
family in the business on Lake Massawippi. His grandparents Archie and Elizabeth Stafford founded Ripplecove Inn, at
the opposite end of the lake from Manoir Hovey. His father and mother (Stephen and Kathryn Stafford) took over
Ripplecove Inn and the family resided in a residence inside the hotel for the first 6 years of Jason’s life. In 1979 the
family acquired Manoir Hovey and soon a er relocated to a home next to the hotel.
Jason studied Interna onal Rela ons in at both Trent and McGill universi es but always worked in the family business
throughout his studies in the summer. Jason is an avid world traveler, foodie and loves experiencing and learning about
cultures and tradi ons. He firmly believes that hospitality is best delivered by proper es that have a unique connec on
to their geographic, cultural, and culinary tradi ons and perpetually pivots the focus of his team towards celebra ng
the importance of this.
Jason also believes wholeheartedly in the transforma ve and posi ve essence of experien al travel and is always
encouraging his Manoir Hovey team to deliver new experiences for its guests that convey a sense of place.
This delayed most of the staffing issues until late summer of
2021, which allowed for a successful summer 2020 and
another successful 2021 summer, all things considered.
We have gone above and beyond all the recommended
safety precautions and more that our local government
recommended and have implemented new protocols such as
electrostatic disinfection of public areas and guest rooms,
etc.
Hospitality is very fulfilling for those who have a long-term
vision and interest in the industry. I believe it also more
rewarding for those passionate about travel, food and
culture. It is an industry that requires long hours and
dedication and that rarely provides immediate results or
financial reward in the short term.
For those that elaborate a vision early on in their path then
work constantly towards realizing the dream, the sky is
ultimately the limit. It is an incredible experience that
connects one to so many interesting people and experiences
and I personally wouldn’t trade it for any other career.
How do you envision scaling your hotel’s operations and
In October, Manoir Hovey broke ground on a three-story
lakefront spa pavilion, enhancing the hotel’s wellness space
51 | July 2022

and added 3 new luxury spa suites to the current 36 rooms
and suites located in the main manor and exterior cottages.
The first two floors are exclusively dedicated to a full-
service spa with seven treatment rooms, an esthetician room
for manicures and pedicures, steam sauna, dry sauna and an
outdoor “Tree House” platform featuring relaxation room,
jacuzzi, cold water dipping pool, sauna and outdoor
fireplace overlooking Lake Massawippi for optimal
relaxation. The spa’s nature inspired open air pool deck and
bar showcases a new outdoor infinity pool overlooking the
lake, whirlpool, hydrotherapy thermal circuit with a hot and
cold basin, firepits, a pool cabana, outdoor lounge, and
relaxation area.
The comprehensive wellness program is offering a curated
spa menu, private and group classes, as well as wellness
retreats. Manoir Hovey's new lakefront wet deck, pool and
spa are set to open late 2022, welcoming guests with its
supreme hospitality services. The future of Manoir Hovey
looks bright. In in November 2022, the luxury retreat will
begin construction on another project – a lakeside annex
adding 9 spacious suites in a very private and tranquil
setting right on the lake.

The offering across our
hotels is so exciting as
there is always
something going on.
,,
Oﬀering Nothing Less Than the Finest Experiences
54 | July 2022

The ways of the world have changed since the
COVID-19 pandemic. On an individual and
industrial level, every process has been changed to
comply with the safety standards to avoid contracting the
virus and any of its variants that might arise in the future.
The industry that must take the most care in following these
safety regulations and guidelines is the hospitality sector,
which comes most in contact with its clients.
Keeping in mind its duty and necessity, one of the hotels
that has transformed the way it used to operate to make it
safer is The Athenaeum Hotel and Residences.
In the following interview, Bernard Murphy-Group
Managing Director talks in detail about the values of the
hotel and how it is doing everything possible to make the
guest experience in their hotel the finest.
Please brief our audience about your hotel, its USPs,
and how it is currently positioned as a leading name in
the hotels and hospitality industry.
Of course, we would say our hotels are special, but
genuinely we do uniquely approach the role of hospitality.
And indeed, we give an individual experience at all the
hotels we own. We are a family business, and that comes
across with individual attention to detail and hospitality.
The Athenaeum Hotel and Residences are part of the
family-owned RTL Group which also includes The Grove
‘London’s County Estate’ in Hertfordshire and The
Runnymede on the Thames, a modern hotel set on the banks
of the River Thames in Surrey.
The Athenaeum is a long-established but recently re-
furbished hotel with a large number of regular guests who
see it as their home from home when visiting London. It is
one of the very few hotels in the city with a view across
Green Park into the gardens of Buckingham Palace.
The apartments are popular with many celebrities – those
who regard their privacy as sacrosanct rather than those
seeking attention. Similarly, our guests appreciate that this
is a quiet area of London, and the hotel oozes peace and
tranquility. In a word, it is relaxing.
Set in a 300-acre estate, the Grove Hotel, our London
Country Estate, combines luxury with the highest standard
of sporting facilities and an immense spa. It is also an
outstanding conference venue.
With its walled garden and recently renovated glasshouses,
much of the produce for the restaurants is homegrown.
There is a specific Asian Corner that caters to the very
regular pop-ups we host. We also have an incredible award-
winning and championship golf course and our beach.
The Runnymede is a modern riverside hotel on the banks of
the Thames just ten minutes from Windsor. With an award-
winning ‘Guinot Crown Elite’ Spa, two superb restaurants,
and even a jacuzzi on the jetty, this is a superb place to de-
stress for a few days before exploring everything the area
has to offer.
We position ourselves as a unique and individual
experience. Yes, we have the heritage, the back story, and
the F&B offering, but it’s the staff and the service which
make the hotels – that is what we specialize in – that unique
touch that makes every stay memorable.
space.
The offering across our hotels is so exciting as there is
always something going on. That could be a series of
cinema showcases or popular film nights at The Grove, an
exclusive Whisky tasting at the Athenaeum, or a jacuzzi
experience on the Thames at the Runnymede; the teams at
the hotels are very creative and always thinking from a
guest perspective – ‘what would you love to do during a
hotel stay’ – and then they deliver it to the highest possible
standard.
So, we have a lot of pop-ups – chefs from around the world;
the most exciting brands and experiences showcased at our
hotels; live performances; interesting people for guests to
meet from the world of music, theatre, film, food, fashion,
and design—we want our guests to be entertained and
maybe a little bit awed—if that’s what they want. Or to be
quiet – to walk in the Royal Parks, paint, take a breath,
relax, rejuvenate and just ‘be’ in our wonderful art-filled
and inspired spaces.
Brief us about the leadership team at The Athenaeum
Hotels and Residences.
As a team, across our three hotels, we have been lucky to
attract some of the best talent and most visionary
individuals in the business.
55 | July 2022

At the Athenaeum Hotel and Residences, we have an
incredible General Manager, Joanne Taylor- Stagg, who has
been recognized by the industry for her work, vision, and
passion. With over 25 years of experience, Joanne was
recently recognized for her dedication to her team, business,
and wider hospitality industry and was awarded Manager of
the Year at the 2021 Cateys.
We also have the fantastic Sharon McArthur, Director of
Food & Beverage at The Athenaeum Hotel & Residences,
who has been shortlisted in the 2021 Hotel Cateys for Food
and Beverage Manager of the Year. And of course, still,
with the Athenaeum, we have local legend Jim Gardner
Burns who has been a loyal doorman at the hotel for over
26 years and is a friendly face our long-term guests have
come to know and trust.
The Athenaeum is a ‘family’ unlike any other hotel in
London. We all work together, pull together, and care
incredibly about the guests who come to stay in what we
regard as our home hotel. It is so very special to have the
recognition that my colleagues are achieving in what they
do day-to-day as part of their lives and the loves of this
hotel and this industry.
Over at the Runnymede, my goodness, Craig Spencer is a
shining light for anyone who cares about hotel and
hospitality. He has worked across a variety of positions at
the hotel over many years and is now the Executive
Manager leading the way for the entire team.
And at the Grove, we are so delighted that Joanna Barnett,
who has been with us for nearly nine years now as Director
of Events and Food & Beverage, has just won a scholarship
to Cornell University. Anna Darnell, who is our Resort
Leisure Director, oversees the Grove spa, golf, and leisure,
has been with us for over 16 years. We are delighted to have
trained these colleagues and managed their career
progression as part of our family values attitude to running
the business.
But so, you know, on this question of specific people, it is
everyone pulling together, caring together, wanting to make
a difference together that makes a great hotel.
Like most of the hospitality industry, we have perhaps been
a little slow to adopt the latest technology – but that is
changing fast. Of course, our focus will always be on our
guests and the service they receive, but we are looking at
every area of the business to see how we can improve
performance.
To be successful, we need to ensure that where this impacts
our guests, it enhances their experience. For example, we
have an App for ordering food in the restaurant, but of
course, for the more traditional, we also have waiters to
take an order if that is preferred. We can also send a ‘key’ to
a mobile phone, so there is no need to check-in or check
out.
As I reflect on this, I know that we need to do better. We
were plodding along, and Covid has made us change our
way of working. We are daily reviewing how we work and
56 | July 2022

adopting new ideas to help us give a better service and a
better guest experience – which is what we are all about.
The future of hotel and hospitality will be intelligently
using technology to give our guests the best and most
fulfilled experience they can have.
The Covid Pandemic changed so many things. We
recognized from the start that we needed to protect our staff
as well as guests. We were early adopters of a Safe and
Clean policy that we have in place today to ensure everyone
in our hotel environment is as safe and protected as
possible.
All of our staff have now been double jabbed, and we test
everyone twice a week. We follow and often exceed Clean
and Safe Government Regulations. We have health and
wellness counseling for all members of staff across our
hotels, and we are supportive of employees and their wider
families during this time.
I’d advise any entrepreneur planning to go into the hotel
and hospitality industry to spend a huge amount of time
thinking about the processes. If you are starting with a
blank sheet of paper, then designing and running a hotel is a
complicated business and one that needs to be addressed.
Like a swan, it should appear serene and untroubled on the
surface of whatever is happening behind the scenes. This
means lots of roles–playing, putting people into
complicated and even confrontational situations to
understand the mechanics of what can happen and seek
resolutions. Also, by taking advantage of new tech, make
sure not to have lots of people doing things they don’t need
to.
And people are the key to success. They need to be the best,
but they also need to be deployed in a new thinking way -
only have people doing things that add value. I also think
there will be more consideration for local communities and
local social conscience, plus of course sustainability and the
environment. So, anyone starting needs to be cognizant of
all of this. I’d also advise them to prepare to be good
neighbors and invest in the local community. This both
develops goodwill and helps with recruitment.
Bernard Murphy has been the Group Managing
Director for Ralf Trustees Ltd since February 2019.
He first became the Interim General Manager for
The Athenaeum Hotel & Residences in May 2018 to
oversee the comple on of a mul -million
refurbishment and reposi oning of the hotel prior
to transi oning into Group Managing Director for
the luxury group.
About the Leader
How do you envision scaling your hotel’s operations and
We have several planning consents at both the Runnymede
and The Grove where we have land available for
development. (Obviously, that’s not the case with the
Atheneum in Central London). We’ll have more bedrooms
and new exciting guest offerings. We are talking to our
customer base and involving them in plans for what the
hotels will look like in three years.
So far, we are finding that most people are planning for less
office time and more time in collaborative outside spaces
and experiences. Such things as team building are going to
be important. In a way, we can be a third space for people
alongside home and office working. It’s beyond zoom
meetings, important though they have been. Above all, we
think that people actually want to have some fun and we are
keen to help them do that.
57 | July 2022

Exhibiting Excellence
F&B MANAGER OF THE YEAR: Winner – Sharon McArthur: crowned F&B Manager of
the Year at The Hotel Cateys 2021
HOUSEKEEPER OF THE YEAR: Shortlisted - Juris Dubrovskis
CONDÉ NAST JOHANSENS AWARDS FOR EXCELLENCE 2022 for Best Service
CONDÉ NAST TRAVELLER'S READERS' CHOICE AWARDS 2021: Voted Number 33 in
the Favorite London Hotels category
THE INDEPENDENT HOTEL SHOW AWARDS: 'The One to Watch' in the GM of the
Future Award – Juris Dubrovskis
THE INDEPENDENT HOTEL SHOW AWARDS: Independent Hotelier of the year –
Joanne Taylor-Stagg
58 | July 2022

World’s Most Spectacular Hotels to Experience July2022

World’s Most Spectacular Hotels to Experience July2022

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