We are delighted to announce the launch of our brand-new podcast, The Halo Effect: Hospitality Stories with Ashleigh and Michael Donald. 

This podcast is designed for anyone with a passion for the hospitality industry—whether you’re a seasoned professional, an aspiring hotelier, or just someone who loves a good story about memorable guest experiences and behind-the-scenes insights.

Hosted by Ashleigh and Michael Donald, two hospitality veterans with years of experience, The Halo Effect dives deep into the world of hotels, restaurants, and customer service. Each episode features engaging conversations with industry leaders, innovative thinkers, and unsung heroes of hospitality. Together, Ashleigh and Michael explore the challenges, triumphs, and unexpected moments that make this industry so unique.

What sets The Halo Effect apart is its focus on real stories and practical insights. You’ll hear first-hand accounts of everything from managing a world-class hotel during peak season to delivering exceptional service under pressure. But it’s not all business—there will be plenty of light-hearted moments and stories that will make you laugh, reflect, and even inspire new ideas for your own hospitality journey.

Whether you’re looking to sharpen your skills, stay updated on industry trends, or simply enjoy a good chat about all things hospitality, The Halo Effect has something for everyone. Ashleigh and Michael’s approachable, conversational style makes each episode feel like you’re sitting down with friends who share your passion.

The teaser trailer is live and Episode One drops on 18th September 2024. Tune in every Wednesday for a new episode, and join us as we explore the fascinating world of hospitality, one story at a time. Don’t forget to subscribe to The Halo Effect on your favorite podcast platform, and get ready to be inspired by the stories that shape the hospitality industry.

Welcome to The Halo Effect — where hospitality is more than a job, it’s a way of life.

If you would like to have a further discussion about any of the topics raised here or in the podcast, then please do not hesitate to following link to book a chat with Ashleigh and we will be delighted to help.

Kew Green Hotels, one of the leading international hotel management companies, announces the recent opening of voco Leicester and voco Manchester, marking a significant milestone following its acquisition and rebranding of Hotel Brooklyn Manchester and Hotel Brooklyn Leicester,supported by the quality and reassurance of one of the world’s leading hotel companies, IHG Hotels & Resorts (IHG).

Celebrating each hotel’s distinct spirit and character, voco Hotels combines the reassurance of a big brand with the informality and charm of a boutique hotel. The transformation preserves each of the hotels’ distinct personalities complemented by voco’s signature bold, contemporary and inviting, with playful decorative touches throughout.

The trusted excellence of the voco brand is delivered by Kew Green Hotels, through a strategic franchise agreement.

Chris Dexter, CEO of Kew Green Hotels said, “We are excited to have successfully opened voco Manchester and voco Leicester, each offering guests the experience of a vibrant urban retreat, alongside all the benefits of a global brand. At Kew Green Hotels we are renowned for delivering outstanding hotel services and exceptional returns for hotel owners and partners, setting ourselves apart by combining years of experience with innovative ideas”.

Joanna Kurowska, Managing Director, UK&I at IHG Hotels & Resorts, said: “We are thrilled to celebrate the opening of these two exciting voco properties in Manchester and Leicester, with our long-standing partners, Kew Green Hotels. voco hotels is IHG’s fastest growing premium brand, with over 100 properties signed and opened globally. Popular for its unique charm and seamless conversion process for owners, the transformation of these hotels is a shining example of what voco hotels embodies. We look forward to welcoming guests and in continuing our strong relationship with Kew Green Hotels.”

voco Manchester

Located at the heart of Portland Street in Central Manchester, just a few minutes from the city’s Piccadilly Station, voco Manchester pays homage to the vibrant borough with its edgy decor and unique design elements. With 189 stylish bedrooms, of which 9 are fully accessible, voco Manchester is also home to Runyon’s Bar & Restaurant, plus 200 square metres of flexible and adaptable event spaces thoughtfully designed to accommodate a variety of gatherings of up to 220 guests, making it an ideal choice for both business and leisure guests.

voco Leicester

Located beside the expanded Mattioli Woods Welford Road Stadium, home of the famous Leicester Tigers rugby club, voco Leicester stands as an urban sanctuary in the heart of Leicester. Featuring 191 stylish bedrooms, 10 of which are fully accessible, The Lair restaurant and bar, plus flexible meetings and event spaces, ideal for launches, parties, and conferences to accommodate up to 80 guests, the hotel is well-equipped for both leisure and business travellers. The hotel has been recognised for its commitment to accessibility and inclusivity, earning the Accessible and Inclusive Tourism Award at the 2023 Leicestershire Promotions Tourism & Hospitality Awards.

voco hotels

voco Hotels combines a big brand's reassurance with an individual hotel's informality and charm, providing guests with a dependably premium experience. The name, voco, means ‘to invite’ and ‘call together,’ originating from Latin, representing the brand’s thoughtful, unstuffy and charming nature. voco’s well-put-together hotels combine memorable moments and high-quality touches, from indulgent amenities to big, comfy beds. Guests will always receive a warm welcome during a swift check-in, a comfortable room perfect for unwinding and relaxing, and vibrant bar and restaurant spaces that provide plenty of opportunities to connect and socialize. For more information and to book, visit www.vocohotels.com, and stay connected with us on Facebook, Instagram and Twitter.

Halo are delighted to support Kew Green Hotels' marketing strategy at voco Hotels Manchester and Leicester. 

New Year Resolutions: Customer Service Standards in 2024

After a busy festive period for the hospitality industry, January can often be a little quieter for Hotels, Bars and Restaurants. It can be an ideal time to reflect on and potentially redefine your customer service standards.

But what if your business has never formally established these standards?

We’re here to help you set a clear and impactful customer service ethos that can elevate your workplace culture, giving your team the leadership, direction and focus needed to put the customer first and positively impact your business throughout the year.

Why do we need Customer Service Standards?

Creating customer service standards is more than just drafting guidelines; it's about shaping an experience and a commitment to your customers that reflects the brand, ensuring they consistently receive the best your business has to offer. This is particularly vital in hospitality, where experience is at the core of customer satisfaction.

Often, large hotel groups and franchises will have extensive brand guidelines that apply globally. Luxury properties may also choose to align themselves with esteemed industry guidelines like Michelin or Forbes Travel Guide to build further awareness and recognition. Whatever standards you choose, the communication of standards, training and cycle of continuous improvement are essential to ensure consistent delivery.

Here we share our 5 tips for Customer Experience Resolutions for 2024

1 - Commit to Listening and Empathy: No single action has more impact on customer interactions than actively listening and showing empathy. Whether it's discerning a guest's specific needs or addressing a concern, giving customers your full attention and showing genuine understanding will always elevate the customer experience with little or zero additional cost to the business. Empowering your employees to do this in every interaction will make a significant impact.

2 - Pledge to Prompt and Effective Responses: In our 24/7 world, timely responses are often equated with care and respect. Set a standard for addressing enquiries, complaints, and feedback quickly and effectively, both in person and through digital channels. Be accountable, and communicate these standards to customers. If you ask a guest to hold on for a minute, then you should get back to them within 60 seconds!

3 - Strive to Exceed Expectations: Whether you operate a luxury hotel with rooms starting at £1000 a night, or an underground gin cocktail bar, challenging your team to use all the tools at their disposal to understand the customer and then consistently deliver beyond what's expected, will delight your guests. Ensure that your reservation processes are set up to gain as much information as possible from guests. At the same time, make sure that your team have processes to gather, share and securely record in-stay information and to reference on the current and/or next visit. Empower your team to use this information to deliver on expectations before going the extra mile.

4 - Focus on Personalising the Customer Experience: Using a customer’s name in an authentic and appropriate way is still one of the most powerful and economical ways to personalise an experience. Make sure that your team are confident and habitually use guests' names. Use the information you have to tailor experiences based on your customers' known preferences, whether it's customising a stay or creating a unique dining experience.

5- Value Customer Feedback: Embrace a culture of learning from your customers this year. Encourage and act on feedback, demonstrating that their opinions are not only heard but are instrumental in shaping your service improvements.

Conclusion

Setting or refining your customer service standards is a commitment to excellence and a promise to your customers. By embracing these core principles and adapting them to your business, you can create a customer service experience that not only meets, but surpasses expectations. This commitment can drive customer loyalty while building a strong workplace culture and distinguishing your business in what is a very competitive industry.

If you would like to discuss anything further or have a chat about how Halo could support your marketing and customer experience strategies, then please click on one of the following links to book a call with Ashleigh or Michael.

Saturday 11th November 2023 marks 4 years of Halo and we are so grateful for the love and support we have been shown in this time. As has become somewhat of a tradition, here is a video montage that showcases some of our personal highlights from the last 12 months.

Thank you to all of our clients, collaborators, friends and family who have supported and encouraged us over the last year and we look forward to creating many more memories in Year 5.

If you are interested in knowing how we could support your business, please click here to set up a chat.

The Best Businesswomen Awards have announced their national winners for 2023. Ashleigh Donald, co-founder of Halo Business Consulting, was awarded the gold winner of the Best Business Woman in Marketing & PR.

Ashleigh commented ‘I’m thrilled to win the prestigious Best Businesswomen Awards for Marketing & PR 2023. With a career of over 20 years in Marketing & PR, I’m so grateful to be recognised for my contribution to businesses since co-founding Halo almost four years ago. Thank you for all of the support we have had along the way and congratulations to all of the finalists and winners.’

The Best Businesswomen Awards are designed to recognise the achievements of female entrepreneurs from a wide range of industries, all of whom are excelling in their chosen fields. The judging panel was impressed by the creativity, tenacity and excellent business acumen demonstrated by the selected finalists. The judges commented on Ashleigh's award 'Ashleigh has built an excellent marketing company offering flexible marketing solutions to clients and stand outs in her industry for her outstanding support for her clients.'

Debbie Gilbert, the organiser of The Best Businesswomen Awards, said ‘This is the 9th year of these prestigious awards, and despite extremely difficult trading conditions businesses have faced over the past few years these businesswomen have powered forwards. Our judging panel, all business experts, were impressed by the quality of the entrants. All our finalists are all shining examples of being successful entrepreneurs who have proved their success to our judges.’

Launched in 2019, Halo Business Consulting is on a mission to help businesses build stronger connections with their customers and cultivate long-lasting brand loyalty. Offering flexible and hands-on support in the key areas of Customer Experience, Operations, Marketing and Communications, Halo gives companies easy access to senior leadership and specialist services, without the need to commit to an inflexible contract or a full-time resource.

The Gala Final took place in London on 22nd September 2023, where the Gold Winners of each category were announced.

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If you are interested to know how we could support you and your business, contact us via ashleigh@gohalo.co.uk or call +44 (0)7907 058206.

The following article originally featured as a collaboration between Halo and Hospitality News Middle East. Click here for the original article. 

In today’s hospitality industry, understanding and tracking customer behavior has never been more critical. The rise of digital technology has introduced a new era of customer data management, where the protection of guest privacy is paramount. The ability to effectively manage and utilize customer data not only enhances the guest experience but also ensures the sustainability and profitability of hospitality businesses. This article delves into some of the the key aspects of tracking customer behavior and explores strategies that can help hoteliers navigate this complex landscape successfully.

The Digital World

The pandemic accelerated digital adoption across demographics, fundamentally changing how travelers engage with hospitality services. Today, potential guests conduct extensive research online before booking hotels, and peer-reviewed posts and tripadvisor reviews significantly influence their decisions. Hoteliers must prioritize their online reputation, and one effective way to do this is through review platforms. Encouraging guests to share positive experiences online can greatly enhance a hotel's digital presence. Additionally, implementing real-time chatbots can help address customer issues promptly, ensuring a positive experience even before the guest steps through the door.

Cookie-Less Marketing

By the end of 2024, the internet will see a complete deprecation of third-party cookies as part of Google’s mission to enhance user privacy on the web. This shift began with an initial trial in January 2024, affecting 1% of Chrome users with an automatic block of cookies. This significant change necessitates the adoption of alternative options.

Paid Ads

To expand their customer base, hotels can utilize Paid Ads campaigns to target users with behaviors similar to existing customers, or based on the context of the content users are engaging with, rather than relying on their individual behavior. Google’s similar audiences feature can then help broaden reach by connecting with people who have shown interest in similar offerings. These strategies enable hotels to find and attract new customers who are likely to appreciate their services.

First-Party Data

First-party data is gathered directly by a brand from their consumers and is only available for their use within their digital marketing efforts. This type of data collection is privacy-first and unbiased. Hoteliers can use forms and chatbots to gather valuable information from guests, helping to build a detailed understanding of their preferences and behaviors. Customer Relationship Management (CRM) tools like Revinate, Cendyn and Salesforce can then allow hotels to leverage this first-party data effectively.

Revinate

Revinate is renowned for its reputation management and guest feedback analysis capabilities. It offers personalized email marketing based on rich guest profiles, helping hotels engage with their guests in a meaningful way. By understanding and leveraging guest feedback, hotels can continuously improve their services and enhance guest satisfaction.

Cendyn

Cendyn is a leader in personalized guest marketing, providing robust CRM solutions tailored for the hospitality industry. Its tools enable hotels to deliver customized marketing messages and experiences, fostering stronger relationships with guests. Cendyn’s solutions are designed to enhance guest engagement and drive loyalty, making it a valuable partner for any hotel looking to stay competitive.

Salesforce

Salesforce is a scalable and versatile CRM platform that supports hotel operations and customer engagement. Its comprehensive suite of tools allows hotels to manage every aspect of their guest interactions, from initial booking to post-stay follow-ups. Salesforce’s robust data analytics capabilities provide deep insights into customer behavior, helping hotels make informed decisions and tailor their services to meet guests' needs.

Conclusion

As the hospitality industry evolves, tracking customer behavior remains pivotal to success. Understanding your ideal customer and tailoring your strategies to meet their needs is still key to thriving in this industry. By staying ahead of digital trends and prioritizing customer-centric strategies, hoteliers can ensure they are well-positioned to meet the demands of the modern traveler, enhance their guest experiences, build stronger relationships, and drive long-term success.🌟

If you would like to have a further discussion about any of the topics raised here or in the podcast, then please do not hesitate to following link to book a chat with Ashleigh and we will be delighted to help.

Recorded on Tuesday, 5th March 2024 "Elevating the Guest Journey - Hospitality in the Digital Era" is a free, dynamic webinar designed specifically for hospitality industry leaders, marketers, and entrepreneurs.

In celebration of International Women's Day 2024, this webinar is hosted by two specialists in their field, Ashleigh Donald, Co-Founder of Halo Business Consulting, and Silvia Del Corso, Director of PinkSEO Ltd, who offer a unique opportunity to unlock the secrets of digital success for your hospitality business.

1️⃣ 𝗗𝗶𝘀𝗰𝗼𝘃𝗲𝗿 𝘁𝗵𝗲 𝗣𝗼𝘄𝗲𝗿 𝗼𝗳 𝗙𝗶𝗿𝘀𝘁 𝗜𝗺𝗽𝗿𝗲𝘀𝘀𝗶𝗼𝗻𝘀: Learn how to make your property stand out online. We'll dive into effective SEO and marketing strategies that not only attract guests but also guide them smoothly to your website.

2️⃣ 𝗠𝗮𝘀𝘁𝗲𝗿 𝗪𝗲𝗯𝘀𝗶𝘁𝗲 𝗖𝗼𝗻𝘃𝗲𝗿𝘀𝗶𝗼𝗻: Explore essential techniques to turn website visits into bookings. Understand the critical factors like user experience, persuasive content, and strategies to reduce cart abandonment.

3️⃣ 𝗘𝗻𝗵𝗮𝗻𝗰𝗲 𝗚𝘂𝗲𝘀𝘁 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲𝘀: From the first click to post-stay, learn how to nurture your guest's journey with personalisation and service customisation. Find out how retargeting activities can significantly benefit your business.

4️⃣ 𝗕𝘂𝗶𝗹𝗱 𝗟𝗼𝘆𝗮𝗹𝘁𝘆 𝗮𝗻𝗱 𝗠𝗮𝗻𝗮𝗴𝗲 𝗥𝗲𝗽𝘂𝘁𝗮𝘁𝗶𝗼𝗻: Discover how to encourage repeat visits and effectively manage your online reputation. Get practical tips for handling reviews and maintaining a stellar brand image.

5️⃣ 𝗘𝗻𝗴𝗮𝗴𝗲 𝘄𝗶𝘁𝗵 𝗘𝘅𝗽𝗲𝗿𝘁𝘀: Engage directly with Ashleigh and Silvia during our Q&A session. Bring your questions and get ready for insightful, tailor-made advice.

6️⃣ 𝗙𝗿𝗲𝗲 𝗮𝗻𝗱 𝗔𝗰𝗰𝗲𝘀𝘀𝗶𝗯𝗹𝗲: This webinar is entirely free, offering you expert knowledge at no cost. It’s an investment in your business's future that you won’t want to miss.

Ideal for those who are passionate about elevating their hospitality business, this webinar will provide you with the tools and knowledge to thrive in the digital age. Whether you're a boutique hotel owner, a B&B manager, or involved in any hospitality services, this webinar is crafted for your success.

If you would like to have a further discussion about any of the topics raised, then please do not hesitate to following link to book a chat with Ashleigh and we will be delighted to help.

Kew Green Hotels have announced the successful acquisition of Hotel Brooklyn Manchester and Hotel Brooklyn Leicester. 

Each hotel, celebrated for its unique personality inspired by the spirit of Brooklyn in New York, is set to undergo a transformation to the voco hotels brand, which will showcase each hotel’s individual charm supported by the quality and reassurance of one of the world’s leading hotel companies, IHG Hotels & Resorts (IHG). Kew Green Hotels has signed a franchise agreement with IHG and is expected to deliver this transformation of both properties to voco hotels by mid-2024.

Chris Dexter, CEO of Kew Green Hotels said, “We are delighted to welcome these vibrant urban properties into the Kew Green family. At Kew Green Hotels, we set ourselves apart by combining years of experience with innovative ideas to deliver outstanding hotel services, delivering exceptional returns for hotel owners and partners throughout our portfolio of independent hotels through to global brands.”

Hotel Brooklyn Manchester

With 189 stylish bedrooms, situated at the heart of Manchester, Hotel Brooklyn Manchester pays homage to the vibrant borough with its edgy decor and unique design elements. Home to Runyon’s Bar & Restaurant, plus flexible and adaptable event spaces thoughtfully designed to accommodate a variety of gatherings, makes it an ideal choice for both business and leisure guests.

Hotel Brooklyn Leicester

Hotel Brooklyn Leicester stands as an urban sanctuary in the heart of Leicester. Featuring 191 stylish bedrooms, The Lair restaurant and bar, plus flexible meetings and event spaces, ideal for launches, parties, and conferences, the hotel is well-equipped for both leisure and business travellers. Hotel Brooklyn Leicester has been recognised for its commitment to accessibility and inclusivity, earning the Accessible and Inclusive Tourism Award at the 2023 Leicestershire Promotions Tourism & Hospitality Awards.

About voco hotels

voco Hotels combines a big brand's reassurance with an individual hotel's informality and charm, providing guests with a dependably premium experience. The name, voco, means ‘to invite’ and ‘call together,’ originating from Latin, representing the brand’s thoughtful, unstuffy and charming nature. voco’s well-put-together hotels combine memorable moments and high-quality touches, from indulgent amenities to big, comfy beds. Guests will always receive a warm welcome during a swift check-in, a comfortable room perfect for unwinding and relaxing, and vibrant bar and restaurant spaces that provide plenty of opportunities to connect and socialize. 

Halo is delighted to support Kew Green Hotels and the the re-branding integration, as well as their Marketing and Communications strategies as they continue to expand. If you would like to discuss how Halo could support your business, please email ashleigh@gohalo.co.uk or click here to set up a chat.

The Independent Hotel Show is a marquee event for the hotel industry in the UK, and this year's event saw some fascinating discussions, candid conversations, and data-driven presentations that captured the pulse of the sector's current landscape, as well as the direction it's steering towards. Here, Halo’s Co-Founder, Michael Donald shares some of the most pertinent insights from the seminars he attended at IHS 2023.

Building authentic brands

Daniel Twigg of Clockwork Marketing hosted a discussion around building authentic brands, and all of the panellists seemed to agree that this is best achieved when actions are  anchored in genuine purpose and values. Lotti Bruce of The Pig Hotel Group emphasised how the founders' values, starting with the kitchen garden, are weaved through every touchpoint of the guest journey. Clare Anna, of Zedwell, was very clear that a brand purpose is pivotal in achieving organisational goals, and Zedwell’s mission to prioritise sleep, positive health, and overall wellbeing is as clear as it comes. John Kelly of The Pan Pacific Hotel underscored the value of personalised service and how this translates brand values into tangible experiences. Adapting to evolving trends, notably sustainability and demographic shifts, was a key theme, with Lotti Bruce and John Kelly acknowledging the growing impact of sustainability on travellers' choices. Moreover, the dialogue delved into the significance of organic growth, strategic location selection, and the essence of aligning recruitment with brand ethos. John Kelly's insights on the challenges and opportunities for international brands, especially in embracing cultural differences and ensuring consistent brand messaging, were particularly enlightening.

In conversation with... Kate Nicholls OBE

In a candid conversation, Kate Nicholls OBE, CEO of UK Hospitality, emphasised the importance of prioritising resources and assets to navigate the current hospitality landscape. She highlighted the role that UK Hospitality plays as a voice for the industry, especially when it comes to lobbying the government to support the industry, and included a few insights into her dealings with the most senior members of the government and the opposition. Addressing prevalent misconceptions, she underscored that labour shortages have emerged due to the ramifications of COVID and changing demographics, rather than Brexit. On the financial front, there were a number of questions from the audience regarding a potential VAT decrease for the industry, and she confirmed that this remains a significant goal of UK Hospitality. Visioning the future, Nicholls expressed an aspiration to expand membership of UK Hospitality and elevate the reputation of the industry as a whole. She fervently advocated for collective efforts to spotlight the sector's strides in sustainability, people investment, skills development, and fostering diversity and inclusivity, asserting that the hospitality sector has an inspiring narrative to share with the world.

Enhancing your hotel offering with real world AI

With so many tech suppliers in attendance, the AI discussion in this session was particularly insightful. Harry Fielder, CEO of Umi Digital, talked about the potential for utilising AI in hotel marketing. He referenced an experiment in which he used ChatGPT to generate compelling content for hotel marketing. The discussion highlighted the importance of feeding the software with vast amounts of structured data for more accurate and useful outputs. The potential for this to come from user-generated content, such as customer reviews, presents an incredible opportunity to utilise genuine experiences to truly tap into what your customers love about your product. The conversation also touched upon the challenges hotels face in accessing, structuring, and utilising the vast amount of data they possess. A call for a more integrated approach to data management was made, suggesting the need for a technical gatekeeper or a chief technical officer to oversee the technical aspects of the business, ensuring that decisions aren't made in silos. The key takeaway, though, was that the success of future marketing strategies could largely depend on the quality and structure of the data fed into AI systems.

Is it time to outsource your hotel restaurants and bars?

This included a comprehensive discussion about whether hotels should outsource their food and beverage department/s, Timothy Griffin, from Wellbrook Hospitality & LEVEN Hotels, emphasised the importance of a unified guest experience. He argued that whether a hotel decides to manage its F&B in-house or outsource, it's crucial that there's a consistent brand experience from a consumer's perspective. Values, standards, and the onboarding process should ensure all staff, whether from the hotel or restaurant, are aligned. On the other hand, Jordan Kiziuk, from edyn, cautioned against too much integration between hotel F&B and the hotel, fearing it might be seen merely as a "hotel restaurant". The general consensus was that there is no hard and fast answer, as either strategy could be successful in the right circumstances. The panel also highlighted current challenges like the aftermath of COVID, rising inflation, and labour shortages, which affect the financial viability of some F&B operations.

State of the nation: A hotel performance update by STR

Michal Rao delved into STR’s data to present insights on the last four years of trading as well as forecasting for the year ahead. Central to his discourse was the observation of double-digit growth across various sectors. Michal accentuated the need for accurate data interpretation, particularly stressing the removal of inflationary factors for precise asset data evaluation. An interesting comparison was drawn between independent and brand hotels. Michal revealed that independent establishments, especially those in the upscale and luxury segments, are outpacing branded ones, although these predominantly populate the midscale and economy classes. When dissecting the average daily rate (ADR), it was evident that independent hotels were adept at navigating inflationary constraints, showcasing growth in real ADR. While London's revival hinges on international travel, regional counterparts are reaping the rewards of leisure tourism and notable events like Champions League football and Taylor Swift’s upcoming mega concerts. Michal's talk also spotlighted a burgeoning hotel room pipeline in the UK, with Edinburgh, Manchester, Birmingham, and Glasgow all expecting huge growth in supply next year. Concluding on an upbeat note, Michal expressed optimism for the sector's future, anticipating both occupancy and rate augmentations due to robust demand and events. Download STR and CoStar’s full report from the show.

What is really influencing your marketing success?

Kalindi Juneja, CEO of Pride of Britain Hotels, highlighted the necessity of authentic storytelling for independent properties, and choosing stories that resonate with guests. Tara Robinson, of the Eden Hotel Collection, pointed out that these stories can often be sourced from conversations with hotel staff, offering a genuine behind-the-scenes look. Both Kalindi and Simon Numphud, from AA Media, stressed the primacy of the hotel website in digital marketing and the need for content tailored to various platforms. Collaborations with local businesses that mirror a hotel's ethos were a shared sentiment, as was guests' desire for localised, immersive experiences, tying hotels to their specific locales. The overarching theme centred on authentic storytelling, local collaborations, and crafting tailored guest experiences.

If you would like to discuss any of the above themes further or have a chat about how Halo could support your marketing and customer experience strategies, then please click on this link to book a call.

Halo Business Consulting is thrilled to announce our selection as a finalist for the prestigious 2023 Great British Entrepreneur Awards, in the Family Business category.

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Now in its 11th year, the Great British Entrepreneur Awards, described by Steven Bartlett as "The Grammys for Entrepreneurship," honour exceptional individuals and businesses that drive innovation, create employment opportunities, and contribute to the growth of the UK economy. These awards serve as a platform to celebrate the inspiring stories of entrepreneurs who have overcome challenges, demonstrated resilience, and made significant contributions to their communities.

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"Having come from a long line of entrepreneurs with self-employed parents, siblings, aunts, uncles, grandparents, great-grandparents and beyond, we are incredibly excited to be recognised this year in the Family Business category. We are so grateful for the support we have had and congratulate all of the shortlisted entrepreneurs who we look forward to celebrating with in November," expressed Michael Donald, Co-Founder of Halo Business Consulting.

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The Great British Entrepreneur Awards have become highly esteemed accolades within the UK, recognising the diverse entrepreneurial landscape of the nation. The awards ceremony is scheduled to take place on 20th November 2023 at London's Grosvenor House, bringing together industry leaders, innovators, and influencers to celebrate the achievements of the finalists.

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Francesca James, Founder of The Great British Entrepreneur Awards, remarked, "Every year I am blown away with the quantity and quality of applications we receive, and this year is no exception. The Great British Entrepreneur Awards receives thousands of applications annually and the competition is tough. I am truly inspired by the remarkable accomplishments of this year's finalists. Their collective achievements of generating over £2.7 billion in turnover and employing over 33,000 people demonstrate the exceptional impact they have made in their industries and communities. These entrepreneurs exemplify the spirit of innovation, resilience, and growth that drives the entrepreneurial landscape in the UK."

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Family businesses in Great Britain encompass a wide range of sizes and sectors, originating from various regions. Some have been operating for centuries, while others were recently founded by family members. However, for any family firm to thrive consistently, they must possess an entrepreneurial mindset and the ability to generate new streams of wealth. The Family Business Entrepreneur of the Year award will be presented to the entrepreneur(s) leading the way and excelling within a family business.

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Halo Business Consulting, led by husband and wife team Michael and Ashleigh Donald, boasts 40 years of collective experience in global hospitality operations and marketing communications. By offering easy access to senior leadership and specialised services, Halo Business Consulting helps businesses to benefit without committing to inflexible contracts or full-time resources. Our client portfolio includes renowned names like Kew Green Hotels, Resident Hotels, The Dilly, Hospitality People Group, Tynemouth Golf Club, For the Love of The North and Zero Procure.

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To learn more about how we can support your business, book an introductory consultation session by contacting Ashleigh at +44 7907 058206 or emailing ashleigh@gohalo.co.uk.

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We are absolutely thrilled to announce that Halo Business Consulting has been shortlisted for not one, but two major awards this month! 🎉

First, we are proud to be finalists in the National SME Business Awards. As a small family business, this recognition is incredibly special. We are so grateful to our family, friends, clients, and collaborators who have supported us since day one. Thank you! 😇 We can’t wait to head to Wembley later this year for the awards ceremony and celebrate alongside the other amazing finalists. 🏆

In addition, we are honoured to share that we’ve been shortlisted for the British Business Awards in the Micro Business of the Year category. We look forward to attending the ceremony on 14th November 2024, connecting with other inspiring UK SMEs, and celebrating the success of small businesses that drive innovation and growth.

Thank you again to everyone who has been part of this journey!

Ashleigh was privileged to join the Global Revenue Forum in London as a panel member at the end of January. It was a fascinating event that brought to light the evolving trends and breakthrough innovations shaping commercial opportunities in the global hospitality industry.

Witnessing the blend of technology and the human aspect of this business converge in such a dynamic setting was truly enlightening as the event underscored the essence of resilience, adaptation, and technological integration, with Artificial Intelligence (AI) proving to be an increasingly popular talking point.

Here, Ashleigh shares her experience and insights from some of the discussions at this year's event, while reflecting on the significant learnings of the rapid digital transformation taking place in the hospitality industry.

Resilience

The Global Revenue Forum started with a collective acknowledgement of resilience, celebrating the industry's resolve as it tackles the challenges it has faced over the last few years. The discussions resonated with me personally, as so many attendees spoke about the need for businesses to not only survive but thrive through adaptability and evolution in the face of adversity. The shared narrative was one of optimism, urging us to leverage past experiences to forge more resilient and adaptable business models for the future.

The AI Revolution

As with so many events over the last 12 to 18 months, the transformative power of AI, with its potential to revolutionise operational efficiency, customer engagement, and revenue optimisation was a discussion point throughout the event. Participating in these discussions, the enthusiasm for the practical applications of AI, from crafting personalised guest experiences to employing dynamic pricing strategies was very clear. However, it was also evident that a chasm still exists between recognising AI's potential and its actual deployment—and that this is a gap that we, as an industry, are being called upon to bridge.

Data-Driven Insights

The pivotal role of data in informing strategic decisions continues to be a key focus area for the industry. The importance of setting clear objectives and harnessing specific AI and data analytics applications to meet these goals was a recurrent theme. These discussions namechecked numerous possibilities presented by data, highlighting the opportunity to deepen customer understanding and refine revenue streams, albeit acknowledging the inherent challenges of data integration and interpretation.

Hyper-Personalisation

The shift towards hyper-personalisation is highly influenced by AI's prowess in sifting through customer data to tailor bespoke experiences. This shift towards deep personalisation, beyond segmentation and down to a granular level, serves as a linchpin in setting brands apart in a fiercely competitive landscape.

Collaborative Innovation

A theme that particularly resonated was the critical need for cross-functional collaboration to unlock the full potential of AI and data analytics. The event highlighted the imperative for unified efforts across various departments to seamlessly integrate technology-driven initiatives. Furthermore, the forum provided a platform to address the broader challenges facing the industry, from technological integration to cultivating a workforce proficient in AI and analytics, and the continuous pursuit of sustainable growth strategies.

Looking Ahead: Envisioning the Future

The forum wrapped up by projecting a future where AI and technological advancements are intricately woven into the fabric of hospitality management. We are on the brink of significant transformation, with AI at the helm of innovation in pricing, customer experience and operational efficiency. Yet, there is also a gentle reminder of the challenges that lie ahead, particularly the necessity for a cultural pivot towards more agile and technologically adept business models.

We’re very grateful to Ally Northfield for inviting us to be part of the Global Revenue Forum, kindly introduced by our collaborative partners at Revinate.

If you would like to discuss anything further or have a chat about how Halo could support your marketing and customer experience strategies, then please click on one of the following links to book a call with Ashleigh or Michael.

The full version of the following article originally appeared Hospitality News Middle East. 

Ashleigh Donald, co-founder of Halo Business Consulting, shares her thoughts on how entrepreneurs can build a business that will stay the pace and generate interest for all the right reasons.

Do the groundwork

Launching a hospitality start-up demands a profound understanding of the industry, emphasizing not just stellar service but a holistic guest experience encompassing multiple touchpoints. It’s vital to be well-acquainted with global trends, technologies and customer preferences. 

Master marketing, comms and customer experience

In a digitally dominated landscape, having a formidable online presence rooted in a user-friendly website before launching is essential. Delivering seamless customer experiences should be the goal. Your website should resonate with accessibility and efficacy, carefully calibrated for search engine optimization. Engaging content remains paramount. 

In addition, nurturing guest data has emerged as a cornerstone in personalising experiences and fostering loyalty. Chipotle Mexican Grill has mastered this approach, employing a vast pool of first-party data to personalize the entire dining journey.

Invest in technology

In a digitally advanced landscape, open Application Programming Interfaces (APIs), especially in Property Management Systems (PMS) such as Apaleo, are pivotal in fostering flexibility and innovation in hospitality startups. 

Today, start-ups can utilize open APIs to integrate various technological solutions seamlessly. Furthermore, they can easily accommodate global payment platforms like Stripe or Revolut. Finally, implementing sophisticated customer relationship management (CRM) systems like Revinate has become significantly easier.

Launch with a bang

Launch events provide an opportunity to emphasise the unique features of the property and its commitment to celebrating local culture and sustainable practices, while promoting a sense of authenticity. Given this trend, start-ups should consider launch events that showcase an environmentally friendly approach and take the form of genuine collaborations with the local community.

Evaluate customer values and adapt to feedback

Post-launch, it is crucial to actively monitor performance and consider tweaks based on  feedback, to identify areas for improvement. It’s also important to embody sustainability and social responsibility from the outset, understanding your customers’ values and positioning your business culture on the global hospitality scene. 

Remember that hospitality today extends beyond mere service provision to crafting experiences rooted in responsibility and care, striking a chord with an increasingly sustainability-focused, value-driven customer base.

We are thrilled that our co-founder, Ashleigh Donald, has been shortlisted at the Great British Businesswoman Awards 2023.

The Entrepreneurial Businesswoman Award looks to recognise an inspiring female entrepreneur who has broken the mould and led their business to new heights.

 

On being shortlisted, Ashleigh Donald, Co-Founder at Halo commented "I'm delighted to be recognised as a finalist in the Entrepreneurial Businesswoman category. Halo is almost four years old we're so proud to have been able to adapt and refine the services we offer while supporting our clients to transform their businesses in this post-pandemic landscape. We are so grateful for the support we have had and congratulate all of the shortlisted women in business who we look forward to celebrating with in November."

According to the Rose Review, only one-in-three entrepreneurs are female, and up to £250 billion could be added to the UK economy if women started and scaled businesses at the same rate as men.

The Great British Businesswoman Awards brings together and celebrates the women who are changing the face of business in the United Kingdom. These awards showcase the business role models, advocates and mentors, as well as the inspirational women building and leading businesses across many sectors of the economy.

The results will be announced at a Gala Event on 22nd November 2023. To learn more about Halo Business Consulting and how we could support your business, please book an introductory consultation session here.